V. CLAYTON SHERMAN is founder and president of Management House, Inc., in Inverness, Illinois. Management House provides management development, organization development, and human resource services to a wide range of hospitals, Fortune 500 companies, associations, and emerging growth organizations. His consulting work has won numerous awards for his clients including achieving placement in the HCIA-Mercer list of the Top 100 Hospitals, Press-Ganey's nationally best-rated hospital in customer satisfaction, and 3M Innovations in Health Care Award for an organization's transformation using the N...