For the blue-collar worker, the driving force behind change was factory automation using programmable machine tools. For the office worker, it's office automation using computer technology: enterprise-resource-planning systems, groupware, intranets, extranets, expert systems, the Web, and e-commerce.

I believe in the age of the Internet, Facebook and Twitter, that relationships are everything.

Community organizing is all about building grassroots support. It's about identifying the people around you with whom you can create a common, passionate cause. And it's about ignoring the conventional wisdom of company politics and instead playing the game by very different rules.

There is no such thing as an insignificant improvement.

The company's most urgent task is to learn to welcome, beg for, demand - innovation from everyone.

A completely free library is as rare as a truly free lunch.

Develop a respect and reverence for the principle of variation: the idea that the message ain't in the mean, the mode or the median - it's in the differences that occur throughout a population.