The greatest change in corporate culture - and the way business is being conducted - may be the accelerated growth of relationships based... on partnership.

Quality in a service or product is not what you put into it. It is what the client or customer gets out of it.

Innovative efforts should never report to line managers charged with responsibility for ongoing operations. The new project is an infant and will remain one for the foreseeable future, and infants belong in the nursery. The 'adults', that is, the executives in charge of existing businesses or products will have neither the time nor understanding for the infant.

The "non-profit" institution neither supplies goods or services not controls. Its "product" is neither a pair of shoes nor an effective regulation. Its product is a changed human being. The non-profit institutions are human-change agents. Their "product" is a cured patient, a child that learns, a young man or woman grown into a self-respecting adult; a changed human life altogether.

One does not "manage" people. The task is to lead people.

Balance Sheets are meaningless. Our accounting systems are still based on the assumption that 80% of costs are manual labor.

The computer, being a mechanical moron, can handle only quantifiable data.