Everything Starts With The Customer.

Customer Complaints Are The Schoolbooks From Which We Learn.

Vision Is Easy. It's So Easy To Just Point To The Bleachers And Say I'm Going To Hit One Over There. What's Hard Is Saying, Ok, How Do I Do That? What Are The Specific Programs, What Are The Commitments, What Are The Resources, What Are The Processes We Need In Play To Go Implement The Vision, Turn It Into A Working Model That People Follow Every Day In The Enterprise. That's Hard Work.

Computers Are Magnificent Tools For The Realization Of Our Dreams, But No Machine Can Replace The Human Spark Of Spirit, Compassion, Love, And Understanding.

I Came To See, In My Time At Ibm, That Culture Isn't Just One Aspect Of The Game; It Is The Game.

You Can’t Mandate [cultural Change], Can’t Engineer It. What You Can Do Is Create The Conditions For Transformation. You Can Provide Incentives. You Can Define The Marketplace Realities And Goals. But Then You Have To Trust. In Fact, In The End, Management Doesn’t Change Culture. Management Invites The Workforce Itself To Change The Culture.