I think that either the traditional work group or self managing would work, but it all depends on the size of each group. The smaller groups would probably be better as larger groups seem to have more social loafing, where one or some of the team members do not do their share of the work. As we all know, conflict will always happen amongst team members. However, making teams will greatly improve the customer service that T-Mobile will provide as different members have certain skill sets that will compliment each other. Cross training each team member is a vitally important factor because then there will always be someone to handle an issue that may arise with a customer. In T-Mobile's situation with customer service calls, it's important to establish team development as well and this helps with not only helping with conflict, but it also include setting team goals which a manager can do if there is a traditional work group involved instead of a self management.