Do it, fix it, try it.

Authority never matches responsibility. That's one of the great myths and delusions of all times. Winning managers and individual performers at all levels know that effectiveness means building your own network and creating your own authority. Those who succeed always reach far beyond formal deputation, take initiatives, and take the heat when things go awry. That's true in the military in times of war, true for 200 person manufacturing firms, and true at giant automakers or software companies.

Every managerial act must be seen as an unequivocal support for urgency in pursuit of constant testing, change, and improvement.

Don't let the vision be shot through with holes, but be damn sure some of your best and brightest are shooting at it -- with bazookas as well as sniper's rifles.

Customers perceive service in their own unique, idiosyncratic, emotional, irrational, end-of-the-day, and totally human terms. Perception is all there is!

We must reject all notions of 'reform' that serve up more of the same: more testing, more 'standards', more uniformity, more conformity, more bureaucracy.

I don't know what it means to manage the human imagination, but I do know that imagination is the main source of value in the new economy. And I know we'd better figure out the answer to my question-quick.