Never Confuse Activity With Results.

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.

The Rewards System Is A Powerful Driver Of Behavior And Therefore Culture.

I Initially Wanted To Be A Teacher And Then I Was Going To Become An Engineer And Build Bridges And Highways But Pretty Soon I Went Into The Business World. I Never Did Get To Be A Teacher Except In A Different Way.

Customer Complaints Are The Schoolbooks From Which We Learn.

The World Is Full Of Ceos That Think That Just Because They Write A Memo Or They Write A Letter Inside An Annual Report Or They Give A Little Video Speech That Gets Sent Around The Company, They Think That's What's Really Going To Affect Employees.