Quotes from Jeremy Hope

A] ccounting results dominated most managers' attention to the point where they no longer knew, or cared, about the production, technological, and marketing determinants of competitiveness.

Making a fixed promise that is subject to high levels of uncertainty and then requiring people to meet that promise at all costs is like putting the performance cart before the horse. The result is likely to be the distortion of profitability over time and, in exceptional circumstances, outright fraud.

beating the competition or one's peers is a far more powerful weapon than financial incentives. Why do people need cash incentives to fulfill their work obligations to colleagues and customers? It is recognition of effort that is important. Managers will only strive to achieve ambitious goals if they know that their 'best efforts' will be recognized and not punished if they fail to get all the way.

Fostering relationships across the organization is seen as the important element in creating coordinated actions. A strong commitment to a common set of values provides the framework for this process. Everyone thinks about the customer. Product