I’ve long said that In Search of Excellence can be captured in just six words:”Hard is soft. Soft is hard.” The so-called “hard” stuff—such as the plans and the numbers—are really the soft, squishy, and often fictional stuff. The so-called “soft” stuff—such as the people and culture and relationships—are the true “hard” Bedrock of Excellence. – Tom Peters
The “soft” stuff was what made the difference in our business and the businesses I came in contact with. The numbers, etc. were easily the tangible aspects of the business….and told us where we were (Profit/Loss).
The intangible, of course was the interactions between customers….the people in the business….our suppilers and our financial resources. All of those combined made the (real) business successful.
As stated before in TrueNorth….is this part of business study? If not it should be.