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:
“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.”
—Ralph Waldo Emerson (1803–1882)
“Man is timid and apologetic; he is no longer upright; he dares not say “I think,” “I am,” but quotes some saint or sage.”
—Ralph Waldo Emerson (1803–1882)
“I quote another man’s saying; unluckily, that other withdraws himself in the same way, and quotes me.”
—Ralph Waldo Emerson (1803–1882)