Hierarchy is an organization with its face toward the CEO and its ass toward the customer.

Give me a highly successful unionized industry.

Too many people believe that one big, public success will solve their self-confidence problems forever. That only happens in the movies. In real life, the opposite strategy is what works. Call it the small victo-ries approach. In time you will discover that all failing really does teach you something you needed to know- so you can regroup and stretch again, with ever more...nerve.

People always overestimate how complex business is. This isn't rocket science. We've chosen one of the world's simplest professions.

Six Sigma is a quality program that, when all is said and done, improves your customers' experience, lowers your costs, and builds better leaders.

I believe social responsibility begins with a strong, competitive company. Only a healthy enterprise can improve and enrich the lives of people and their communities.

Real communication is an attitude, an environment. It is the most interactive of all processes. It requires countless hours of eyeball to eyeball, back and forth. It involves more listening than talking.