The Common Wisdom Is That ... Managers

Develop A Respect And Reverence For The Principle Of Variation: The Idea That The Message Ain't In The Mean, The Mode Or The Median - It's In The Differences That Occur Throughout A Population.

There Is No Such Thing As A Minor Lapse Of Integrity

Learning Is A Matter Of Intensity Not Elapsed Time.

Customers Perceive Service In Their Own Unique, Idiosyncratic, Emotional, Irrational, End-of-the-day, And Totally Human Terms. Perception Is All There Is!

Vision Is Dandy, But Sustainable Company Excellence Comes From A Huge Stable Of Able Managers.