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.

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

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.

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

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.