Customer volume has increased substantially in recent years but unfortunately, business processes have not evolved to support this volume efficiently. The owner is a good man with good intentions, but he is unable to release his grip on the way he has always done things. Although he adamantly proclaims his desires for process improvement and increased efficiency, he inevitably ends up sabotaging every attempt to do so. As a result, the organization is operationally top heavy with job titles that really have no ability to make decisions or affect the bottom line. This is unfortunate because there are several talented staff members who are more than capable of leading the company to a bright future. It's important to emphasize how much they deserve the opportunity to do so. Their level of dedication is hard to come by.