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.

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

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

The Zen philosophy posits that 'human beings suffer' and 'the cause of suffering is desire.' The way to put an end to suffering is to stop wanting everything, all the time.

There are only two ways to establish competitive advantage: do things better than others or do them differently.

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.

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