The thing I have learned at IBM is that culture is everything.
I have always believed you cannot run a successful enterprise from behind a desk.
If the practices and processes inside a company don't drive the execution of values, then people don't get it. The question is, do you create a culture of behavior and action that really demonstrates those values and a reward system for those who adhere to them?
Customer complaints are the schoolbooks from which we learn.
The rewards system is a powerful driver of behavior and therefore culture.
The last thing IBM needs right now is a vision.