In an organization of any significant size, the executives cannot create the future single-handedly. They must develop the enterprise in a constellation of teams within the overall team if they hope to bring the special talents and resources to bear on the challenge of creating superior customer value and sustaining a competitive advantage in the eyes of its customers.

You seldom improve quality by cutting costs, but you can often cut costs by improving quality.

Albrecht's Law - Intelligent people, when assembled into an organization, will tend toward collective stupidity.

Customer needs have an unsettling way of not staying satisfied for very long.

Start out with an ideal and end up with a deal.

If the frontline people do count, you couldn't prove it by examining the reward systems in most organizations.

We are going to need organizations that are culturally equipped to adapt. They must have internal processes that are creative, generative, and productive rather than controlled, confining, and normative. In short, we must UNSHACKLE THE HUMAN BRAIN and exploit its productive potential.