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.

I have always believed you cannot run a successful enterprise from behind a desk.

I think that my leadership style is to get people to fear staying in place, to fear not changing.

Never confuse activity with results.

Watch the turtle. He only moves forward by sticking his neck out.

Customer complaints are the schoolbooks from which we learn.

I came to see, in my time at IBM, that culture isn't just one aspect of the game; it is the game.