01
Culture Is Behavior
Written values matter less than repeated behavior. What gets promoted, tolerated, measured, rewarded, and ignored becomes the effective culture.
02
Incentives
People respond to incentives, explicit or implicit. A company that rewards shipping volume may optimize for shipping; a company that rewards customer outcomes may optimize differently.
03
Standards
- Quality standards.
- Execution speed.
- Customer treatment.
- Technical rigor.
- Integrity.
- Documentation.
- Ownership.