MICHAEL WAS excited to meet with Luis Gomez and learn more about self-managed teams. Luis greeted him with a firm handshake.

Luis began, “So it’s my job to show you more about how teams become the hierarchy. Actually, that’s my favorite subject. Probably the fact that I’m team leader this quarter has something to do with it.”

“Did top management give you some rules that govern your team’s operation?” asked Michael.

“We operate with very few rules from the top,” Luis answered. “In fact, we have only four basic rules, and these were actually developed with all employees involved in a process led by Sandy and her management team. The four rules that guide all our actions are

  • Keep customers first and foremost ...

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