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.

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

The only thing that counts is a satisfied customer.

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

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.

Any time a customer comes into contact with any aspect of a business, however remote, is an opportunity to form an impression.

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.