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

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

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.

Do not fear adversity. Remember, a kite rises against the wind rather than with it. People are not willing to take risks when they feel afraid or threatened. But if you manage people by love-that is, if you show them respect and trust-they start to perform up to their real capabilities.

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.

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.