Wilhelmina leads a call center for Comcast Cable with 20 employees. She is interested in getting teams together to brainstorm ways to improve call abandonment. She googled "How to create at team with a large group of people" and she learned that it would be best to create subteams of fewer members. Based on recordings of phone calls with customers, she learns that there are four different reasons for dropped calls: irate customers that hang up, technology issues, excessive wait times, and the employee not calling back if the call is dropped. For each of these reasons, she forms four teams with five people each to brainstorm ways that the dropped call rate can improve