We have 50,000 moments of truth every day.

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

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.

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

We have 50,000 moments of truth every day.

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

If you're not serving the customer, your job is to be serving someone who is.