Explain 2 issues with supporting your opinion

I’m stuck on a Management question and need an explanation.

The “Organization Design for the Breast Service at Easter Medical Center” case offers a summative opportunity to examine a health care organization that is struggling with true-life leadership challenges, some of which you might encounter at one time or another in your professional career as a health care leader or as a member of a health care team. You are completing Part I of the course project to demonstrate your ability to diagnose the current situation for the breast service at EMC and identify main problems/issues hindering the overall performance and strategic direction of the organization.

Please Explain 2 points named- 1. Poor customer service

2. Outdated Technology.

Attached is the case reading.