``How Bell Labs Creates Star Performers,'' by R. Kelly and J. Caplan, Harvard Business Review, July-August, 1993.

• Managers can't observe the work that goes on inside a knowledge professional's head

• High IQs don't explain the difference between stars and middle performers

• For the Bell Labs experts, taking initiative means going above and beyond the call of duty.

• Men and women may indeed communicate with their bosses differently