It all starts with the person -- More than a pair of hands -- Do not back away from the "D" word -- Harness the power of purpose -- The firm, the family, and the promises we make -- Why do people work, anyway? -- Does your customer have a face? -- Productivity as a virtue -- How structure can strangle the soul -- People innovate and improve as they participate and own results -- Empowerment comes from power -- Learning is everybody's business -- Servant leadership makes good things happen -- Build on the ordinary and expect the extraordinary.