"The number one problem is a fixation on creating perfect processes to fit an imperfect world."

"Don't set an expectation of the system or process before knowing what inputs you need."

"Identify the people who are responsible for their part and create pathways for them to ask questions to become invested in the outcome."

"Preventing melt is not just about spending more money; this is a creative game that can be won with strategic thinking."

"If our ads were inside the building, would they tell the truth, and would they say something interesting?"

“The institutions gaining traction structure their goals to reflect what matters most and use relevant data to inform decisions.”

"Unless you spend the time to define the right problem, you will never design the right solution."