“Culture is the hardest stuff around.”

Carlson doesn’t blush when he talks about values. Neither did Watson—he said that values are really all there is. They lived by their values, these men—Marriott, Ray Kroc, Bill Hewlett and Dave Packard, Levi Strauss, James Cash Penney, Robert Wood Johnson. And they meticulously applied them within their organizations. They believed in the customer. They believed in granting autonomy, room to perform. They believed in open doors, in quality. But they were stern disciplinarians, every one. They gave plenty of rope, but they accepted the chance that some of their minions would hang themselves. Loose-tight is about rope. Yet. . .it‘s really about culture. . .the ‘softest’ stuff around. Who trusts its leading analysts—anthropologists and sociologists—after all? Businessmen surely don‘t. Yet culture is the hardest stuff around.”

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“Culture is the hardest stuff around.”

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