Don't live too long with people who refuse to change their behavior, especially if their work is important to achieving your reengineering goals. - James A. Champy

It is not enough for a leader to have a vision. A leader needs to attract followers, men and women who can commit themselves to the new ideal of customer focus. But if the mobilization process is to succeed, those followers must become leaders, too, finding their own sense of purpose in the shared challenge and spreading the call and vision of change.

People must know that their ideas will be listened to and, if they have merit, acted upon. If they do, it is possible to mobilize individual creativity on a very broad scale.

We are in the grip of the second managerial revolution, one that's very different from the first. The first was about a transfer of power. This one is about an access of freedom.