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

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

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

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

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.

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.