They try to act like a sophisticated company, but the management are all illiterate high school dropouts
They went to a metric’s based management system. This is usually an effective system to manage, but the management were all too embittered to apply it, so they continued to run the company in full panic mode. They hired all new Canadians to replace their higher costing employees and let the remaining experienced employees take all the risks. The SMS system there was hopeless.