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.

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

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.

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.

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

We have 50,000 moments of truth every day.