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Service intense organizations are searching for strategies to propel their organizations to develop service capability, achieve higher levels of performance precision and deliver results with significant return on investment. One identified strategy has been to form multidisciplinary teams, referred to as Diverse by Design, comprised on high-level leaders through frontline staff, challenged to generate specific business outcomes. The purpose of this study is to identify the central values and assumptions necessary to successfully use these teams and identify the influence of participation on participant practice. Structured conversations will take place with service leaders trained to lead these teams with an attempt to identify critical competencies and values that impact the success and failure of the team.

teams, teamwork, diversity, leadership, values