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.

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

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

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.

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