Giving someone the freedom to take responsibility releases resources that would otherwise remain concealed.

SAS is 'created' 50 million times a year, 15 seconds at a time. These 50 million 'moments of truth' are the moments that ultimately determine whether SAS will succeed or fail as a company. They are the moments when we must prove to our customers that SAS is their best alternative.

Do not fear adversity. Remember, a kite rises against the wind rather than with it. People are not willing to take risks when they feel afraid or threatened. But if you manage people by love-that is, if you show them respect and trust-they start to perform up to their real capabilities.

You cannot improve one thing by 1000% but you can improve 1000 little things by 1%.

Quality doesn't mean we have to be 100 percent better in any one thing; it means we strive to be 1 percent better in 100 things.

Any time a customer comes into contact with any aspect of a business, however remote, is an opportunity to form an impression.

Problems should be solved on the spot, as soon as they arise. No front-line employee should have to wait for a supervisor's permission