The most effective leaders of companies in transition are the quiet, unassuming people whose inner wiring is such that the worst circumstances bring out their best. They're unflappable, they're ready to die if they have to. But you can trust that, when bad things are happening, they will become clearheaded and focused.

Be rigorous about your HR decisions. There is a difference between rigorous and ruthless.

I see the Baldrige process as a powerful set of mechanisms for disciplined people engaged in disciplined thought and taking disciplined action to create great organizations that produce exceptional results.

The challenge is not just to build a company that can endure; but to build one that is worthy of enduring.

How can we do better tomorrow than we did today?

You can't manufacture passion or "motivate" people to feel passionate. You can only discover what ignites your passion and the passions of those around you.

Mediocrity results first and foremost from management failure, not technological failure.