For the first month, I listened, and I tried very hard not to draw conclusions

Everything starts with the customer.

I just think we should look at this as a chess match," he said, "between the world's greatest chess player and Garry Kasparov.

Customer complaints are the schoolbooks from which we learn.

Never confuse activity with results.

I don't want to use the word reorganization. Reorganization to me is shuffling boxes, moving boxes around. Transformation means that you're really fundamentally changing the way the organization thinks, the way it responds, the way it leads. It's a lot more than just playing with boxes.

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?