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

Televisions and movies have made many Americans into habitual consumers of synthetic experience-audiovisual fantasies that simply pass the time.

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

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

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

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.

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