The time is September 1999. Imagine a group of 28 new front-line managers - most of whom have never met before - kneeling on the floor of a classroom drawing their "picture" (absolutely no organization charts allowed!) of their company on a white queen-sized bed sheet. Imagine they have three hours to complete their masterpiece and make a presentation to senior managers, explaining what their "picture" means. Imagine this experiential exercise repeated 200 times over the past six years. Imagine that the company is the Internal Revenue Service!