Business is society's change agent.

Customers pay only for what is of use to them and gives them value. Nothing else constitutes quality.

An institution which is financed by a budget - or which enjoys a monopoly which the customer cannot escape - is rewarded for what it deserves rather than what it earns. It is paid for 'good intentions' and 'programs'. It is paid for not alienating important constituents rather than satisfying any one group. It is misdirected by the way it is being paid into defining performance and results as what will produce the budget rather than as what will produce contribution.

Replace your pursuit of success with the pursuit of contribution.

I find more and more executives less and less well informed about the outside world, if only because they believe that the data on the computer printouts are ipso facto information.

The leader of the past was a person who knew how to tell. The leader of the future will be a person who knows how to ask.

Teaching is the only major occupation of man for which we have not yet developed tools that make an average person capable of competence and performance. In teaching we rely on the 'naturals,' the ones who somehow know how to teach.