Never Confuse Activity With Results.

The More Successful Enterprises Are The More They Try To Replicate, Duplicate, Codify What Makes Us Great. And Suddenly They're Inward Thinking. They're Thinking How Can We Continue To Do What We've Done In The Past Without Understanding That What Made Them Successful Is To Take Risks, To Change And To Adapt And To Be Responsive. And So In A Sense Success Breeds Its Own Failure. And I Think It's True Of A Lot Of Successful Businesses.

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.

For The First Month, I Listened, And I Tried Very Hard Not To Draw Conclusions

Customer Complaints Are The Schoolbooks From Which We Learn.

No Institution Will Go Through Fundamental Change Unless It Believes It Is In Deep Trouble And Needs To Do Something Different To Survive.