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The war in Yemen is not a war that we wanted. We had no other option - there was a radical militia allied with Iran and Hezbollah that took over the country. It was in possession of heavy weapons, ballistic missiles and even an air force. Should we stand by idly while this happens at our doorstep, in one of the countries in which al-Qaida has a huge presence? So we responded, as part of a coalition, at the request of the legitimate government of Yemen, and we stepped in to support them.

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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.

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

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

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

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

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