Reduce the layers of management. They put distance between the top of an organization and the customers.

Watch the growth of middle level management. Don't automatically fill vacant jobs. Leave some positions unfilled for 6-8 months to see what happens. You will find you won't need to fill some of them.

Reduce the number of lawyers. They are like beavers - they get in the middle of the stream and dam it up.

Having customers get caught up in a tangle of commands and layers and never getting to an agent has been a constant source of frustration for years. But don't shoot the technology.

It's disgraceful and shameful, ... It's in the senior and middle management positions where the Senate's record is especially shameful.

I've learned time management, organization and I have priorities.