MENGAPA adalah kepercayaan yang menggerakkan keputusan, dan APA akan menyediakan cara untuk merasionalisasikan daya tarik produk. - Simon Sinek

Empathy would be injected into the company and trust would be the new standard. Preferring to see everyone as human instead of as a factory worker or office employee, Chapman made other changes so that everyone would be treated the same way.

Even with objective metrics in hand, the argument about which is better or which is worse without first establishing a common standard creates nothing more than debate.

A destination without a route leads to meandering and inefficiency. A route without a destination, however, may be efficient but to what end?