Quotes
- "We have 50,000 moments of truth every day." - said at the start of the First Wave seminars to turn SAS around in 1982 and referring to every time an employee of the company came into contact with a customer.
- "An individual without information can't take responsibility. An individual with information can't help but take responsibility."
- "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."
- "Mistakes can usually be corrected later; the time that is lost in not making a decision can never be retrieved”.
- "... the right to make mistakes is not equivalent to the right to be incompetent, especially not as a manager."
Read more about this topic: Jan Carlzon
Famous quotes containing the word quotes:
“Young people of high school age can actually feel themselves changing. Progress is almost tangible. It’s exciting. It stimulates more progress. Nevertheless, growth is not constant and smooth. Erik Erikson quotes an aphorism to describe the formless forming of it. “I ain’t what I ought to be. I ain’t what I’m going to be, but I’m not what I was.””
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“I quote another man’s saying; unluckily, that other withdraws himself in the same way, and quotes me.”
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“A great man quotes bravely, and will not draw on his invention when his memory serves him with a word as good. What he quotes, he fills with his own voice and humour, and the whole cyclopedia of his table-talk is presently believed to be his own.”
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