The system that people work in and the interaction with people may account for 90 or 95 percent of performance.

You should not ask questions without knowledge.

Competition should not be for a share of the market-but to expand the market.

A system must be managed. It will not manage itself.

Don't expect smart people to listen to you without proof.

The ultimate purpose of collecting the data is to provide a basis for action or a recommendation.

Transformation is not automatic. It must be learned; it must be led.