- Early in 2009 our customer expressed some concerns with the performance that we were providing them out on the battlefield.

- There are a few field service representatives who were doing some things on their own. The customer has high ethical standards. They’re military in most cases.

- I think the customer came forward but it was our FSRs speaking up in the field and coming to management.

- Those who were doing a really good job, were starting to feel like nothing was happening, and morale goes down when that happens and that was a difficult situation.

- After the issue was raised and people could see that we were doing the right thing for the right reasons to address and correct the problems.

- One of the biggest hurdles for us is to actually have people in the field say, ‘wow, they are really responsive.’
- And as a result of that, they are a stronger organization, they are accountable, they live our values…

Никак не могу уловить какие там проблемы они устраняли, поступая правильно (we were doing the right thing for the right reasons to address and correct the problems.)

Чисто по смыслу предполагаю, что я не догоняю чего-то в этом предложении:
There are a few field service representatives who were doing some things on their own. The customer has high ethical standards. They’re military in most cases.

Что именно значит 'were doing some things on their own'?
Делали что-то в своих интересах? Чего они тут натворили плохого?

Я не прошу перевода всего куска, мне бы смысл понять.

Большое мерси!

It could mean acting в своих интересах, but I think if that was the case, the speaker would have made it more clear.

Здесь исходите из темы данного юзкейса. Во вступлении были ли какие-то намеки на этическую проблему, рассматриваемую в этом примере? У меня есть подозрение, что рассматривается ситуация с whistle-blowing.

мне кажется речь о том, что некоторые элементы действовали "по-своему," вопреки этическим нормам клиента,

(потом честные люди, who were doing a really good job, жаловались менаджменту, а менеджмент благополучно решили вопрос, при этом показывая, что они готовы сделать все что нужно чтобы поддерживать высокие этичиские нормы)