1. What are some norms that might be important to develop in a Cold Stone team?
2. Describe a situation in which conflict might arise in a horizontal team of Crew Members.
3. What might be some of the challenges in creating a global team?

Freshly baked brownies and cones, handmade ice cream in a pantheon of flavors, and an array of toppings from cookies to fruit, sprinkles to marshmallow, all folded together into the perfect blend. This Ultimate Ice Cream Experience is not the work of one person, but the many teams that make up Cold Stone Creamery.
From the crew members to the managers to the franchisees, area developers, and Creamery members, Cold Stone Creamery is focused on facilitating teamwork. Their list of core values includes the statement “Win as a Team.” Doug Ducey, CEO and chairman, is in charge of guiding the future direction of the business. As a leader, he is willing to embrace change and think creatively. He empowers people and believes in his team, challenging them to perform and deliver results. For Doug, individual success is measured by success of the team as a whole. It is through the building of teams that Cold Stone creates a cohesive, unified workforce committed to making Cold Stone Creamery the No. 1 selling ice cream in the U.S. by 2010. The front line of Cold Stone’s service are the in-store crew members, mostly 17 year olds in their first job. Huge amounts of effort and the team norming go into supporting these employees and ensuring they have all of the knowledge and skill to make the next customer happy.