" 1) Have a strong mission and a cogent answer to the deceptively difficult question, “What business are we in?” 2) Always remember that 'there is only one valid definition of business purpose: to create a customer' while accepting that 'quality in a product or service is not what the supplier puts in. It is what the customer gets out and is willing to pay for.' 3) Push responsibility and accountability as far down into the organization as possible and follow this basic communications strategy: Listen down, talk up. 4) Embrace the fact that every organization develops people--“it either helps them grow or it stunts them”--and so you do everything you can to help them grow. ..."
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