The only thing that counts is a satisfied customer.

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

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.

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

You cannot improve one thing by 1000% but you can improve 1000 little things by 1%.

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.