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The human touch

Empowering people is what makes them go beyond the call of duty, says Lord Charles Allen, chairman of the world's biggest cleaning company.

"Succession planning is the key. I would recruit who I think would be particularly good in that area - somebody better than me. You've got to pass the baton. The weaker CEOs don't do that."

HE strides in, extends his hand and introduces himself breezily with a strong handshake. It is with this same firm grip that Lord Charles Allen of Kensington greets and acknowledges business associates, government leaders and his own staff alike. As chairman of ISS, one of the world's largest...

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