recap 289 Interactive policy teams will be responsible for making policies. They will not get involved in operation decisions. Policies will establish the criteria by which managers make decisions. Agreement on decision criteria will be the key to successful decentralization. If no policy exists for a pending decision,theresponsiblemanagerwillmakethedecisiononhis/herown. The appropriate interactive policy team may later decide to make a policy for future situations. Each policy will be made at the lowest level team possible. Special interactive policy teams will be formed to coordinate policy on specific issues of strategic importance. Examples may be a technology team andarea/marketteams. 12.4 reCaP The design of a new architecture for Marriott is based on the following assumptions: · Property owners (franchisees) are the real customers of Marriott Corporation; therefore, they have to be recognized and treated as such. · Troubledcustomersarethemostseriousearlywarningsystemforany