RICHARD CHANG is president and CEO of Richard Chang Associates, Inc., a consulting and publishing firm whose clients include Toshiba, Marriot, Citibank, Fidelity Investments, Nabisco, and McDonalda s. He currently serves as chair of the board for the American Society for Training and Development. He lives near Irvine, California. KEVIN R. KEHOE, owner of Kevin Kehoe & Company, is an experienced executive, consultant, and educator. He is widely known and highly regarded for his leadership development, total quality, and reengineering expertise.