Managing bottom-up change is its own art.

Wherever the Net arises, there arises also a rebel to resist human control...A network nurtures small failures in order that large failures don't happen as often. It is...fertile ground for learning, adaptation, and evolution...The only organization capable of unprejudiced growth, or unguided learning, is a network. All other topologies limit what can happen.

A complaint is a unique opportunity to strengthen the relationship with the client.

This is actually a very important principle that science is learning about large systems like evolution and that futurists are learning about anticipating human society: just because a future scenario is plausible doesn't mean we can get there from here.

When a system is in turbulence, the turbulence is not just out there in the environment, but is a part of the organization or organism that you are looking at.

The only organization capable of unprejudiced growth, or unguided learning, is a network. All othertopologies limit what can happen

Much of outcomes research is a systematic attempt to exploit what is known and make it better.