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Interviewer: I would like to just ask one other clarification point.
I can tell as I am listening to you speak that there is a team, of
people in your organization that are working together. I did not know
whether you could elaborate on whom is on that team, how that team
functions?
Nancy Brooks-Lane: Actually, everybody is on the team and the most
important person, of course, is our customer. It works in a real problem
solving, decision making sort of way and those can be some of the
most fun opportunities where people are relaxed and you are just letting
your brain go. There is no right or wrong in terms of that initial
phase of trying to solve problems or make decisions or work through
issues. The consumer really drives that process. It is who is important
to that person and who can help support them. Then of course, as we
shifted our organizational structure, we spent time working with staff
on how to develop self directed work teams. That is a key piece, and
for that to work, it has got to be very respectful of the staff in
terms of their skills, their talents, what they bring to their jobs.
They have got to have the freedom in an authentic way, to be a part
of that process.
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