We know what we told him, but we don't know what he heard.

The transformation will come from leadership.

Managers don't like giving appraisals, and employees don't like getting them. Perhaps they're not liked because both parties suspect what the evidence has proved for decades: Traditional performance appraisals don't work.

Shrink, shrink variation, to reduce the loss.

The worker is not the problem. The problem is at the top! Management!

The most important measures are both unknown and unknowable.

The source of innovation is freedom. All we have - new knowledge, invention - comes from freedom. Discoveries and new knowledge come from freedom. When somebody is responsible only to himself, [has] only himself to satisfy, then you'll have invention, new thought, now product, new design, new ideas.