Jean:    How often do you have to question the business units to understand their work processes and changes?

Maryellen Johnson:    Identifying the key strategic relationships with senior managers running the operation is critical to our success. You need to know their language, expectations, and where their business is going. Our initiative is to be in front of them as much as possible. We created a forum, what we call QBR, Quarterly Business Reviews, during which we review their portfolios, identify their facilities costs per square foot, costs per person, and how it's changing from quarter to quarter. They come to know us as strategic partners.