West Jet airlines has a history of hiring some of the best customer service representatives, from the best airline colleges in the world. People that fly West-Jet remark they have a 'remarkable culture based on trust' and something that is 'too difficult to explain'. Recently the company is experiencing problems and is trying to formulate a change strategy for Survival. What should it do? 0 do nothing and rely on outside consultants O outsource customer service to India or China 0 keep their human capital in-house O cut costs and focus on operating effectiveness