Script or Staff?
This is an interesting debate. I truly see great value in both, people just winging it is not a great idea. And, a perfect system without the right person executing it will fail as well. I am going to vote for a balanced attack but I put more value in the people than I do in systems. At the end of the day I agree with Seth, if you are hiring the right people you need to trust them to come through for you.
My summary is: Hire the right people, train them, give them the systems and allow them to be great.