Design is so critical it should be on the agenda of every meeting in every single department.

Excellence comes from human beings doing things of value that customers find memorable.

To grasp organizational life as it is, read novels (!) .... It is my fervent belief that we will never design rational processes that "overcome" such irregularities-don't bother telling that to a consultant. Hence, we should embrace the real, nonrational, nonlinear world with vigor and glee-and develop enterprise and career strategies accordingly.

Vision is dandy, but sustainable company excellence comes from a huge stable of able managers.

...high end does not necessarily equal high price. It's a matter of attitude.

Passion. The life of an entrepreneur is occasionally exhilarating, and almost always exhausting. Only unbridled passion for the concept is likely to see you through the 17-hour days (month after month) and the painful mistakes that are part and parcel of the start-up process.

Print-based libraries developed in an age of scarce printed resources.