ABSTRACT
A century ago, historian Henry Adams announced a new “law,” demonstrated by historical record and expected to continue into the future. Changing times breed changing companies and the companies that change successfully will be filled with people at all levels who understand the reality in the world outside the company and make and support the appropriate changes within. Top performing companies delight their employees just as they delight their customers. Customers have expectations and top performing companies strive to exceed expectations and delight their customers with the design and quality of their products, the promptness and quality of their service, and their responsiveness to customer situations. Workers usually see or hear from their senior executives only when there is a crisis requiring extra effort from them. This is a good conditioning process. It is time to break this pattern in organizations and to start having positive celebrations.
