Strategy is not a lengthy action plan. It is the evolution of a central idea through continually changing circumstances.

We know where most of the creativity, the innovation, the stuff that drives productivity lies - in the minds of those closest to the work.

As a leader, you have no right to have any employee wonder how they fit in and where they are going.

One of the things about leadership is that you cannot be a moderate, balanced, thoughtful, careful articulator of policy. You've got to be on the lunatic fringe.

Too often we measure everything and understand nothing. The three most important things you need to measure in a business are customer satisfaction, employee satisfaction, and cash flow. If you’re growing customer satisfaction, your global market share is sure to grow, too. Employee satisfaction gets you productivity, quality, pride, and creativity. And cash flow is the pulse—the key vital sign of a company.

Set stretch goals. Don't ever settle for mediocrity. The key to stretch is to reach for more than you think is possible. Don't sell yourself short by thinking that you'll fail.

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