Leading from Behind

McKinsey Quarterly just published a terrific interview with Diane L. Schueneman, head of Merrill Lynch's Global Infrastructure Services. (Requires a free, quick registration at McKinsey to read.)

In my opinion she describes helpful strategies for delivering exceptional results in delivery of new and ongoing IT services in support of Merrill's customer service objectives. Pay close attention to the employee empowerment and development she advocates.

I suspect she's mastered the knack of Leading from Behind.

A great read.