There is no reason to believe that the people who staff the managerial and professional positions in our service institutions are any less qualified, any less competent or honest, or any less hard-working than the men who manage businesses. Conversely, there is no reason to believe that business managers, put in control of service institutions, would do better than the 'bureaucrats'. Indeed, we know that they immediately become bureaucrats themselves.

Schools will change more in the next 30 years than they have since the invention of the printed book.

Brilliant men are often strikingly ineffectual. They fail to realize that the brilliant insight is not by itself achievement. They never have learned that insights become effectiveness only through hard systematic work.

Yet there is nothing more dangerous than to be premature in exploiting a change in perception.

The manager is a servant. His master is the institution he manages and his first responsibility must therefore be to it.

A business exists because the consumer is willing to pay you his money. You run a business to satisfy the consumer. That isn't marketing. That goes way beyond marketing.

If you can't measure it, you can't change it.