There’s nothing “soft” about HR. As Chief Human Resources Officer for Cleveland Clinic, as CHRO of Blue Cross Blue Shield of Massachusetts, and as VP of HR at HP/Compaq/Digital—I’ve led organizational change initiatives that significantly improved workforce engagement, organizational capability, and operating performance. At Cleveland Clinic, for example, my HR team drove an organizational transformation that doubled engagement to world class levels; built the leadership development and talent management capabilities critical to success in the face of industry-wide change; and contributed directly to a dramatic improvement in patient satisfaction. There's nothing soft about those kinds of results.