WHAT the BEST CEOs KNOW 7 Exceptional Leaders and Their Lessons for Transforming any Business JEFFREY A. KRAMES McGraw-Hill New York St. Louis San Francisco Washington, D.C. Auckland Bogoti Caracas Lisbon London Madrid Mexico City Milan Montreal NewDelhi San Juan Singapore Sydney ‘Tokyo TorontoCopyright © 2003 by The McGraw-Hill Companies, Inc. Al! rights reserved. Printed in the United States of America. Except as permitted under the United States Copyright Act of 1976, no part of this publication may be reproduced or distributed in any form or by any means, or stored in a data base or retrieval system, without the prior written permission of the publisher. 567890 DOC/DOC 0987 (PBK) 34567890 DOC/DOC 09876543 (HC) ISBN 0-07-146252-X (PBK) ISBN 0-07-138240-2 (HC) First McGraw-Hill paperback edition published in 2005. McGraw-Hill books are available at special quantity discounts to use as premiums and sales promotions, or for use in corporate training programs. For more information, please write to the Director of Spe- cial Sales, Professional Publishing, McGraw-Hill, Two Penn Plaza, New York, NY 10121-2298. Or contact your local bookstore. Permission to use quoted material is as follows: Chapter 5: From Only the Paranoid Survive by Andrew S. Grove, copy- right © 1996 by Andrew S. Grove. Used by permission of Doubleday, a division of Random House, Inc., and HarperCollins Publishers Ltd. Chapter 7: From NUTS! Southwest Airlines’ Crazy Recipe for Business and Personal Success by Kevin and Jackie Freiberg. www.SDCGInc.com. Chapter 8: From Sam Walton: Made in America by Sam Walton, copy- right © 1992 by the Estate of Samuel Moore Walton. Used by per- mission of Doubleday, a division of Random House, Inc.To my parents, who turned a small apartment in the Bronx into a learning organization of their own And to my incredible wife, for her unending patience and encouragement. An author, and husband, has never had a better partner.