Are traditional bureaucracies set up to provide custom-made products to individual consumers? Could they be, or is it always better to have customer-oriented teams design such products?

2. Anyone who has worked in team situations has discovered that some members of the team work harder than others; nonetheless, the whole team is often rewarded based on the overall results, not individual effort. How could team evaluations be made so that individual efforts could be recognized and rewarded?

3. What service organizations, private or public, would you like to see become more customer oriented? How could this case be used as a model for that organization?