Any time there is change, there is opportunity. So it is paramount that an organization get energized rather than paralyzed.

There's no such thing as work-life balance. There are work-life choices, and you make them, and they have consequences.

If you managed a baseball team, would you listen more closely to the team accountant or the director of player personnel?

When all is said and done, teaching is what I try to do for a living.

An organization's ability to learn, and translate that learning into action rapidly, is the ultimate competitive advantage.

Again, your challenge is not just to improve. It is to break the service paradigm in your industry or market so that customers aren't just satisfied, they're so shocked that they tell strangers on the street how good you are.

Management is all about managing in the short term, while developing the plans for the long term.