The quotations in the text that appear without note numbers were obtained in the course of personal interviews. The sources for quotations are indicated in these notes.

CHAPTER 1
1. Survey of 770 U.S. Corporations conducted by Garry Jacobs and Frederick Harmon in collaboration with American Management Association.
2. From an article in The New York Times dated January 8, 1989.

CHAPTER 4
3. The Vital Difference: Unleashing the Powers of Sustained Corporate Success, co-authored by Garry Jacobs and Frederick G. Harmon, AMACOM Books, 1985, p.27.
4. Moments of Truth, by Jan Carlzon, Harper & Row, 1987, p.27.
5. Moments of Truth, p.38.

CHAPTER 5
6. All quotations on London Life are from an interview with Thompson-McCausland except those cited and footnoted from his book, Change, Business Performance and Values: The Experience of London Life, Ben Thompson-McCausland with Derek Biddle, Gresham College, England, 1985, p. 11.
7. ibid., p. 17.
8. Iacocca: An Autobiography, Lee Iacocca with William Novak, Bantam Books, 1984, p.141.
9. Moments of Truth, p.121.
10. Moments of Truth, p.121-126.

CHAPTER 6
11. "America's Fastest Growing Companies," Fortune, May 23, 1988, p. 29-30.
12. Ibid.,p.30.

CHAPTER 7
13. "The Entrepreneur of the Decade," INC., April 1989, p. 120.
14. "Companies that Serve You Best,"Fortune, December 7, 1987, p.81.
15. "How Managers Can Succeed Through Speed," Fortune, February 13, 1989, p.30.

CHAPTER 8
16. "Companies that Serve You Best," p.82-83.
17. "Sky the Limit? Federal Express Corp. Is a Triumph of Free Enterprise," Barron's, February 8, 1988.

CHAPTER 9
18. "Companies that serve you Best," p. 84.
19. Fortune, June 8, 1987, p. 87.
20. Pygmalion, George Bernard Shaw, Act V.

CHAPTER 10
21. Moments of Truth, p. 32
22. ibid., p. 38.
23. "How Managers Can Succeed through Speed," p. 32.

CHAPTER 11
24. "Donald Eugene Petersen," in Current Biography, March 1988, p. 45.

CHAPTER 14
25. "Can Ford Stay On Top?", Business Week, September 28, 1987, p.81.
26. "Ford's Idea Machine," Newsweek, November 24, 1986, p.65.
27. ibid., p. 66.
28. "Old-Line Industry Shapes Up," Fortune, April 27, 1987, p. 23.
29. "Ford's Idea Machine," p. 66.