ntial rewards for the company. The potential for the success of the implementation of a team-based organizational structure in the company's Customer Service Department was the problem investigated through the conduct of this project.
Two hypotheses were formulated for and tested as a part of the research performed for this study. These hypotheses were as follows:
1. A reorganization of the Customer Service Department at Santa Fe will lead to a reduction of 10 percent in departmental direct labor costs.
2. A reorganization of the Customer Service Department at Santa Fe will lead to an increase of 15 percent in levels of customer satisfaction.
The proposed reorganization of the Customer Service Department at Santa Fe was not effected as a part of this study. Rather, the scope of the research performed as a part of this study was limited to an assessment of the problem investigated through the collection and analysis of perceptions of m
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