Plastic : It is functional and does all the things a responsible company should do. But aside from that one form it lacks the ability to change much, and that is sad, it has so much potential to take advantage of the talent in a good way, but the nepotism and constant fear of being fired for the slightest infraction leads to the good people who have the means and talent to leave, doing just that. What is left are people who are there for a paycheck, and not the mission of good customer service.
Support from Management
AtoS, as a global company is quite good at what they do, the problem arises from the local management, there is a tendency to promote tenacity rather than ability. This puts in place people who are willing to do the job have all the right intentions, but lack the competence to do anything more than delegate their shortcomings to other managers / associates who have the skills, but lack the desire, or in most cases the connections to be moved up. This leads to a disconnect between those that do the work and those that oversee, it becomes numbers only people last.