It is essential to seek high performance at every level, in every team, and in every system. It is not enough to want to be good. You need to want to be the best. When you set goals that seem impossible to achieve, you will often achieve them. That’s what happened when President John F. Kennedy set

I am a strong believer in the axiom that “action is character” – that we come to know by doing, that we learn by doing. That’s why I believe it is essential first to act out or model the new culture you want to nurture. For our customer-facing employees – especially technicians and sales people – we

A business wins through differentiation in all its functions: the customer experience, products and services, value proposition, and human performance (not the least during assessment and evaluation time).Some examples of differentiation in action include:At USW and Telstra we introduced market-based management (MBM) that included massive research into the wants and needs of the consumer. In Australia, we

It is important for a CEO and the Board to make investments that will generate competitive returns. Not a regulator’s definition of “fair” returns…or a competitor’s idea of “reasonable” returns…or a pundit’s “commercial” returns. If shareholders cannot earn competitive returns – returns that can be leveraged by a company’s position in a competitive environment – they will