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[email protected] Reason: I attest to the accuracy and integrity of this document Date: 2005.10.02 12:14:49 +08'00' October 2005 Closing the TalentGap 62 Growing Talent as if Your Business Depended on It Jeffrey M. Cohn, Rakesh Khurana, and Laura Reeves 72 The Office of Strategy Management Robert S. Kaplan and David P. Norton 82 The Passive-Aggressive Organization Gary L. Neilson, Bruce A. Pasternack, and Karen E. Van Nuys 96 Information Technology and the Board of Directors Richard Nolan and F. Warren McFarlan 108 The Hard Side of Change Management Harold L. Sirkin, Perry Keenan, and Alan Jackson 16 Forethought 31 HBR Case Study The Cane Mutiny: Managing a Graying Workforce Cornelia Geissler 45 Big Picture Zeitgeist Leadership Anthony J. Mayo and Nitin Nohria 120 Best Practice Master of the House: Why a Company Should Take Control of Its Building Projects David Thurm …page 62 131 Frontiers Four Strategies for the Age of Smart Services Glen Allmendinger and Ralph Lombreglia 155 Executive Summaries 160 Panel Discussion ©2005 Siebel Systems, Inc. All rights reserved. Siebel, the Siebel logo, and “IT’S ALL ABOUT THE CUSTOMER” are trademarks of Siebel Systems, Inc. and may be registered in certain jurisdictions. LOSI NG EVE N ONE CUSTOM ER IS ONE TOO MANY. So visit www.siebel.com/thecustomer and learn the secrets of managing a customer-driven business from fourteen companies that got it right. 108 Features 72 Octob