“Sometimes when I pick up a book off the shelf, when I'm buying a new book to read, I'll look at all of them and they all have the exact same words inside, but I'll think that one is meant to go home with me. I'll never pick the first thing off the shelf, I'll always go one behind.”

“Managers tend to treat organizations as if they are infinitely plastic. They hire and fire, merge, downsize, terminate programs, add capacities. But there are limits to the shifts that organizations can absorb.”