You can’t mandate [cultural change], can’t engineer it. What you can do is create the conditions for transformation. You can provide incentives. You can define the marketplace realities and goals. But then you have to trust. In fact, in the end, management doesn’t change culture. Management invites the workforce itself to change the culture.

The last thing IBM needs right now is a vision.

I want to become a student. I want to read Chinese history and go on a dig.

Everything starts with the customer.

IBM needed - an enormous sense of urgency.

Never confuse activity with results.

No institution will go through fundamental change unless it believes it is in deep trouble and needs to do something different to survive.