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

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.

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.

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

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

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