The Customer Rarely Buys What

To Be A Manager Requires More Than A Title, A Big Office, And Other Outward Symbols Of Rank. It Requires Competence And Performance Of A High Order.

Adequacy Is The Enemy Of Excellence.

An Institution Which Is Financed By A Budget - Or Which Enjoys A Monopoly Which The Customer Cannot Escape - Is Rewarded For What It Deserves Rather Than What It Earns. It Is Paid For 'good Intentions' And 'programs'. It Is Paid For Not Alienating Important Constituents Rather Than Satisfying Any One Group. It Is Misdirected By The Way It Is Being Paid Into Defining Performance And Results As What Will Produce The Budget Rather Than As What Will Produce Contribution.

The Most Serious Mistakes Are Not Being Made As A Result Of Wrong Answers. The True Dangerous Thing Is Asking The Wrong Question.

The Society Of Organizations Is New-only Seventy Years Ago Employees Were A Small Minority In Every Society.