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

We tend to think of the mind of an organization residing in the CEO and the organization's top managers, perhaps with the help of outside consultants that they call in. But that is not really how an organization thinks.

Our society lacks a feedback loop for controlling technology: a way to gauge intended effects from actual effects later on

Nobody is as smart as everybody.

One of the functions of an organization, of any organism, is to anticipate the future, so that those relationships can persist over time.

In the context of your dreams,knowledge will always gives you enough reasons not to act. Act regardless and execute xceptionally

Your greatest job is shedding what you don't have to do.