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

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

It's more along the lines of raising a child: we train the system to a certain range of behaviors that we find most useful. But then we let it go, because we don't want to have to be babysitting it the whole time.

There is nothing to be found in a beehive that is not submerged in a bee. And yet you can search a bee forever with cyclotron and fluoroscope, and you will never find the hive.

Managers tend to treat organizations as if they are infinitely plastic. They hire and fire, merge, downsize, terminate programs, add capacities. But there are limits to the shifts that organizations can absorb.

It is easy to make a dollar but it is hard to make a difference.

Well, here's what you can do, and that's about it.