Pros
Convenient, low pressure, low qualifications.
Cons
Low qualifications frequently means that those who are better qualified handle more of the work load. Some serious employee concerns seem to be handled on a "good old boy" basis, with more emphasis given to whether the actor has been a good employee before a particular incident occurred then the actual severity of the incident. Awards are administered when there is time to do so, or as an afterthought, rather than on an ongoing basis as the award program specifies. Managers who ignore and/or disparage employees suggestions. Managers who do not understand the escallation of issues and continually try to pass them back if they don't feel like handling them. Managers who write off suggestions for improvement and then implement them later and do not give proper credit. "That's retail" given as answer to why things are not improved.
