Jan Carlzon famous quotes

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.
-- Jan Carlzon

#Mean #Excellence #Quality

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

#Educational #Littles #Little Things

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.
-- Jan Carlzon

#Years #Alternatives #Succeed

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

#Responsibility #Information #Helping

The moral of the story: perceptions are everything. During each moment you are in contact with a customer, you are the organization.
-- Jan Carlzon

#Organization #Perception #Stories

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

#Leader #Design #Inspire

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
-- Jan Carlzon

#Waiting #Lines #Problem

We have 50,000 moments of truth every day.
-- Jan Carlzon

#Moments #Moment Of Truth

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.
-- Jan Carlzon

#Real #Teaching #Learning

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.
-- Jan Carlzon

#Organization #Goal #Important

If anything goes wrong, the customer doesn't care whose fault it is. He's the one who's going to suffer anyway.
-- Jan Carlzon

#Educational #Suffering #Anything Goes

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

#Jobs #Business #Educational

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

#Communication #Mean #Example

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

#Opportunity #Form #Aspect