Do you control your staff all the time? Even, so, mistakes happen at times because there is no feeling of control and staff is expected to be self-motivated to fix the issue. This comes from a lack of employee responsibility, that, if not addressed, might ruin a business - workers who don't feel responsible for their daily tasks also don't seek improvement or high quality standards, thus reducing product quality, whether it's something they design, build, or provide, like customer support. Click HERE to read an article on the topic.