Acknowledgments F ROM we began this process seven years ago, we have benefited from our clients' desire to learn more about their or- ganizations. We are grateful for their willingness to partner with us to explore the ideas presented in this book when few other organizations or consulting firms were focused on work- place frustration and employee enablement. While it would be impossible to acknowledge them all here, we offer special thanks to Karin Mayhew of Health Net, Inc., Gary Short of Kimberly-Clark, Rachel Levy of Daiichi Sankyo, and Steve Denault of COUNTRY Financial, who have been particularly generous in sharing with different audiences their experiences in monitoring and managing these issues. Our colleagues within Hay Group Insight, Hay Group's em- THE TIME