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

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

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

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.

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

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