Recap

It's difficult to write about culture and values without coming across as somewhat "preachy." For example, people who have integrity don't need to be told about it, and those who don't won't be swayed by this book, so what's the point? My aim here is to illustrate how important integrity is for people who want to practice it but often feel pressured to cut corners. Don't yield; be obstinatebecause it is important.

The same idea carries over to customer focus and results orientation. It's not that "things were better in the good old days." We had ignorance of the basics back then, too! Continuity and consistency across space and time require that we hew to a small number of basic principles. All I have tried to do here is tell you which ones have worked for me.

We've come to almost the end of our journey. The final chapter attempts to tie it all together for you.