关键是设定现实的客户期望，然后不仅要满足它们，还要超越它们——最好是以意想不到和有益的方式。

Operational effectiveness and strategy are both essential to superior performance, which, after all, is the primary goal of any enterprise.

The world needs more scientists who think like engineers, and more engineers who think like scientists.

过去是未来的基石。