Shirley's time sitting at her desk was interrupted when the human resources manager burst into her office with a particularly nasty problem — customer service ratings had been falling over the last quarter. the human resources manager explained that rewarding high performing workers with bonuses would improve customer service. shirley agreed and implemented a bonus scale that initially seemed effective, however the increased payout for bonuses meant there was less money available for offsite storage used by the it division. sadly, their system backup tapes would have to be held at the same location as their main system. what roadblock is shirley confronted with while trying to identify the true problem?