If anything goes wrong, the customer doesn't care whose fault it is. He's the one who's going to suffer anyway.

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

The only thing that counts is a satisfied customer.

Setting a good example is truly the most effective means of communication - and setting a poor one is disastrous!

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

We have 50,000 moments of truth every day.

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.