"The most important thing in communication is hearing what isn't said."
"The single most important thing to remember about any enterprise is that results exist only on the outside.The result of a business is a satisfied customer. The result of a hospital is a satisfied patient. The result of a school is a student who has learned something and puts it to work ten years later. Inside an enterprise there are only costs."
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Source: Peter Drucker (2012). “The New Realities”, p.222, Routledge
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