Giving someone the freedom to take responsibility releases resources that would otherwise remain concealed.
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
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
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
If anything goes wrong, the customer doesn't care whose fault it is. He's the one who's going to suffer anyway.
An individual without information can't take responsibility. An individual with information can't help but take responsibility. - Jan Carlzon
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. - Jan Carlzon
If you're not serving the customer, your job is to be serving someone who is.
Setting a good example is truly the most effective means of communication - and setting a poor one is disastrous! - Jan Carlzon
Setting a good example is truly the most effective means of communication - and setting a poor one is disastrous!
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
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. - Jan Carlzon
We have 50,000 moments of truth every day.
The only thing that counts is a satisfied customer. - Jan Carlzon
The only thing that counts is a satisfied customer.
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… - Jan Carlzon
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…
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