First, does it make sense for us to use teams? If so, what kind of teams should we use, traditional 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