«Sobreviver a uma situação muito complicada não implica possuir os reflexos de um piloto de Fórmula Um, os músculos de um Hércules ou a mente de um E… - Michael Gerber

To The Entrepreneur, however, the customer is always an opportunity. Because The Entrepreneur knows that within the customer is a continuing parade of changing wants begging to be satisfied. All The Entrepreneur has to do is find out what those wants are and what they will be in the future. As a result, the world is a continuing surprise, a treasure hunt to The Entrepreneur.

Hacer una promesa (y aceptar la responsabilidad plena sobre su cumplimiento) requiere control, el tipo de control que sólo una empresa orientada a los procesos puede aspirar a ejercer.

Life becomes easier. Life becomes a dream. You begin to take a little longer lunch: thirty minutes instead of fifteen. You leave a little earlier at the end of the day: eight o’clock instead of nine. Harry comes to you occasionally to tell you what he needs, and you, busy as usual, simply tell him to handle it. How doesn’t matter as long as he doesn’t bother you with the details. You’ve got other fish to fry.