Process change has become embedded in individual functions and business units, and they have seen the benefits to their bottom lines. So they come to IT because they want to know what other parts of the company have done. We've gone from being the engineers of new processes to being the movers of innovation across the company.

Whereas IBM decided many years ago that they would not be in the application business, ... They're taking their middleware so that it evolves and becomes wrappers for packaged software that is becoming componentized. Then it almost doesn't matter who the primary packaged application is because if you put the enterprise wrapper around it, then you sort of control the game.

It's been a struggle, and frustrating. But I'm hanging in here with the hopes things are going to change.

We got criticized because we didn't change our rules overnight.

There was a 14-month-old, there was a 4-month-old, I mean, just babies.

Knopf is an interesting choice. It's consistent with how Clinton's trying to change his image.