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.

An individual without information can't take responsibility. An individual with information can't help but take responsibility.

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

A true leader is one who designs the cathedral and then shares the vision that inspires others to build it.

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

I learned that, before you reach an objective, you must be ready with a new one, and you must start to communicate it to the organization. But it is not the goal itself that is important.