A crisis that recurs a second time is a crisis that must not occur again. - Peter Drucker

One reason for the tremendous increase in health-care costs in the U.S. is managerial neglect of the "hotel services" by the people who dominate the hospital, such as doctors and nurses.

The danger is in acting on what you believe satisfies the customer. You will inevitably make wrong assumptions. Leadership should not even try to guess at the answers; it should always go to customers in a systematic quest for those answers.

It is hard to realize today that “government” during the American Civil War a hundred years ago meant the merest handful of people. Lincoln’s Secretary of War had fewer than fifty civilian subordinates, most of them not “executives” and policy-makers but telegraph clerks. The entire Washington establishment of the U.S. government in Theodore Roosevelt’s time, around 1900, could be comfortably housed in any one of the government buildings along the Mall today.