WALTER W. TORNOW is a senior fellow and former vice president of research and publications at the Center for Creative Leadership in Greensboro, North Carolina. A licensed consulting psychologist and certified senior professional in human resources, he has published widely on such issues as performance management, service quality, assessment technologies, and 360-degree feedback. MANUEL LONDON is professor and director, Center for Labor/Management Studies at the Harriman School for Management and Policy at the State University of New York at Stony Brook. Also an adjunct research fellow at the Center for Creative Leadership, he is the author of five previous books with Jossey-Bass including Employees, Careers, and Job Creation (1995).