Comment changer le monde

1) Why do companies do stupid things? First, they ignore feedback effects.
2) What can companies do to get smarter? Companies learn just like people learn—by trying new things and seeing what happens.
3) How do you stop the misdeeds (for example, Enron) in organizations? What is interesting is that there are few social sanctions—as contrasted with legal or financial ones—for bad behavior.
4) How do you get a company to behave in a truthful manner? You start by having leaders tell the truth—which includes admitting what they don’t know and what they have done wrong.
5) What’s the best way to improve customer relations? This is almost too simple—actually take care of customers!
6) I think I know what you will say, but what’s more important: CRM software or recruiting and training? Before you can manage customer relationships through some software product, you first need to build those relationships.
7) What is the proper role for a CEO? To develop others and their talents and to create an environment in which people can do their best and want to.
8) How do you turnaround a company? As the late Peter Drucker said, there is no business without a customer. Turning around a company is mostly about providing people a great value proposition—giving them more than they expect.
9) What are the characteristics of a good work week and vacation policy? We live in a world where ideas and innovation are paramount. But people can’t be creative if they are exhausted. And when people work when they are tired, they make mistakes.
10) What role should strategic planning play in the management of an organization? Doing the right thing is important, which is where strategy comes in. But doing that thing well—execution—is what sets companies apart.

(via Guy Kawasaki)