Chapter 1. The Quest for Star Performers
I've tried to create a culture of caring for people in the totality of their lives, not just at work. There's no magic formula. It's like building a giant mosaic—it takes thousands of little pieces.
—Herb Kelleher, CEO, Southwest Airlines
Just like Herb Kelleher, you too need to create a positive, can-do culture that, as he describes it, gives people ''the license to be themselves.'' Because, as Kelleher observed, ''the intangibles are more important than the tangibles. Someone can go out and buy airplanes from Boeing and ticket counters, but they can't buy our culture, our esprit de corps.''
Kelleher is talking about the differences between a workplace where everyone goes through the motions (like cogs in ...
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