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.

When you are young, if you can define your long-term dream, - something that you can get passionate about - solidify your values, dare to take a risk and then put a plan together to accomplish that dream... that could be the difference between success and failure in life.

Storyboarding is what I call an "idea landscape" - one that can help unleash creativity, improve communication, and identify practical solutions to complex problems. The beauty of storyboarding is that ideas from an entire team are harnessed, not just those from the extroverts or vocal members.

The two critical questions to ask are: "Who is my customer?" and "What value am I adding?" Unfortunately, many workers cannot answer these questions. They tend to blindly do things, and develop bad habits of doing things over and over for no good reasons.

My mother's work ethic, her attitude, and the way she treated each and every customer as if they were her best friend were better lessons than could be found in all the text books in the world.

The two greatest role models in my professional career were Walt Disney and Dr. Deming. Dr. Deming was the Father of Total Quality Management and the person who redefined quality for the entire world.

If your values are not used as the constitution of your organization, or if they are compromised, they become just words on paper.