Let$$s think about this. First, does it make sense for us to use teams? If so$,$ what kind of teams should we use, tradi$-$

tional work groups with little autonomy who report to managers, or$,$ self$-$managing teams that have complete authority

to make decisions and solve problems on their own. In other words, if we go with teams, do we get a little bit wet or do

we jump all the way in the water? Also, what should the teams look like $($i$.$e$.,$ who should be on the teams$)?$ If not teams,

how do we run our customer service centers better?

Second, how should people who work on teams be trained and evaluated to achieve our twin goals of decreasing

phone transfers and maximizing customer happiness? We$$ve got to find a way to encourage individual initiative, while

at the same time encouraging people to work together on teams.

Third, how should the teams be created and their work structured? Do we need to carefully screen current call

reps for team work, should we hire new people for teams, or should we just roll out the teams with all of our current

reps and see what happens? Teams are expensive, so should customers have $24-$hour access or just enough to cover all

four time zones in the country, say $7$ a$.$m$.$ to $9$ p$.$m$.?$ How important is it to balance costs with customer satisfaction?

Finally, should the teams be virtual or physically located together? What are the advantages and disadvantages of each?

If you were T$-$Mobile$$s CEO, what would you do$?$

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