The best ideas can come from anyone within an organization. Leaders must remember that if they want employees to embrace a new organizational "Dream" or strategy, they need to include them and seek their ideas. Creativity is NOT just for the R&D department.

One of the reasons for The Walt Disney Company's long- term success is really the first of Dr. Deming's famous points, "create constancy of purpose." In his professional career, Walt's major passion was to provide the finest in family entertainment. For the most part, for nearly a century, the Company has stayed true to that legacy, and has set the standard for the entire entertainment industry.

When you focus on results, you will very seldom see a change in your culture. But, if you focus on a customer-centric culture, you will realize long-term results.

In today's global economy, innovations and improvements to products and services are not only happening more rapidly than ever before in history, they are being communicated instantaneously. So, it's "innovate or die"!

Innovate, don't imitate. Set out to create a culture that is right for your organization, then work at making it happen.

Twenty years ago if you provided someone with horrible service, it may take weeks or even months for the word-of-mouth message to get out to 15-20 potential customers. Today, with social media, thousands of potential customers can learn about horrible service within hours, minutes or even seconds after it happens.

There is an old Indian saying, "When legends die, dreams end. When dreams end, there is no more greatness." Leaders like Walt Disney inspire their organizations to keep their legends and stories alive.