BILL FOSTER, Managing Director of the Publications Division for Richard Chang Associates, Inc., is a practicing manager and trainer with over twelve years of experience in helping others perform better. With a strong background in leadership development, customer service, and selling skills, he has worked with organizations in more than thirty countries. KAREN R. SEEKER, a Senior Consultant for Richard Chang Associates, Inc., is highly skilled in the areas of performance improvement, process management, reengineering, and strategic planning. For over twelve years she has led numerous commercial, government, and academic organizations to improve their performance, specializing in high-tech research and development environments, as well as major corporate providers.