Lou McGowen was worried as she approached the training director's office. She supervises six punch press operators at Keller-Globe, a maker of sheet metal parts for the industrial refrigeration industry. She had just learned that her punch presses would soon be replaced with acontinuous-feed system that would double the speed of operations. She was thinking about how the workers might feel about the new system when the training director, Bill Taylor, opened the door and said, "Come on in, Lou. I've been looking forward to seeing you.