Mene said the company has learned that not everyone want the responsibility of being on a strategic-planning team and that some manager are better suited to a team approach--particularly as facilitator or coach--than others. "we use screening methods in hiring to determines who shares in our values, and we use predictive instrument to tell if people are well suited to teamwork. That's a breakthrough," he said " we also spent more time building the relationship of the team. we took for granted that if you were already a good ritz-Carlton employee, you already understood our concept of lateral service. so when we put a group of cross-functional people together in a team, we figured they would just naturally work together as a team and go forward. but what we found was that we had to spend more time to allow the team member to get to know each other and learn how to build and maintain support before they could really get the kind of improvement we wanted. let's just say that we learned how to better build and maintain our teams