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Tom Peters & Strategy

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31. Jan 2010

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Conrad Hilton …

Conrad Hilton, at a gala celebrating his career, was asked, “What was the most important lesson you’ve learned in you l...

“ remember to tuck the shower curtain inside the bathtub ”

“ Execution is strategy.” —Fred Malek

“ The art of war does not require complicated maneuvers; the simplest are the best and common sense is fundamental. From w...

Tom Peters’ Excellence. Always. Mini-MASTER/5 November 2009 (PP available to download at tompeters.com)

NOTE : To appreciate this presentation [and ensure that it is not a mess ], you need Microsoft fonts: “Showcard G...

“ Excellence … can be obtained if you: ... care more than others think is wise; ... risk more than others think is saf...

The greatest danger for most of us is not that our aim is too high and we miss it, but that it is too low and we reach it....

Excellence. Always . If not Excellence, what ? If not Excellence now, when ?

“ Strive for Excellence. Ignore success.” —Bill Young, race car driver (courtesy Andrew Sullivan)

“ If a man is called to be a street sweeper, he should sweep streets even as Michelangelo painted, or Beethoven composed m...

The failure to pursue EXCELLENCE is incomprehensible to me.

14,000 20,000

14,000 20,000 30

14,000/ e Bay 20,000/Amazon 30 /Craigslist* *Lockheed “Skunk Works,” 125 vs. 5,000(??)

There is more than one way to skin a cat!* *Every project REQUIRES (if you’re smart) an outside look by one/some Serious...

“ Insanely Great” Steve Jobs

“ You know a design is good when you want to lick it.” —Steve Jobs Source: Design: Intelligence Made Visi...

“ Radically thrilling” BMW

“ Let us create such a building that future generations will take us for lunatics.” —the church hierarchs at Seville

“ You do not merely want to be the best of the best. You want to be considered the only ones who do what you do .” —Je...

“ We are crazy. We should do something when people say it is ‘crazy.’ If people say something is ‘good’, it means someon...

1977

MBWA

1982

Excellence1982: The Bedrock “Eight Basics” 1. A Bias for Action 2. Close to the Customer 3. Autonom y and Entre p ren...

“ Breakthrough” 82* People! Customers! Action! Values! * In Search of Excellence

Hard Is Soft Soft Is Hard

Hard Is Soft (Plans, # s ) Soft Is Hard (people, customers, values, relationships)

“ The 7-S Model” Strategy Structure Systems Style Skills Staff Super-ordinate goal

“ The 7-S Model” “Hard S s ” (Strategy, Structure, Systems) “Soft S S ” (Style, Skills, Staff, Super-ordinate goal)

“ If I could have chosen not to tackle the IBM culture head-on, I probably wouldn’t have. My bias coming in was toward str...

“… it is the game.”

30 -fold!

Ken Kizer/VA 1997: “culture of cover-up that pervades healthcare” “Patient Safety Event Registry” … “looking for systemi...

ExIn*: 1982-2002/Forbes.com DJIA: $10,000 yields $85,000 EI: $10,000 yields $140,050 *Excellence Index/Basket of 32 ...

MP: “Get the strategy right, the rest will take care of itself.” TP: “Get the people and execution right, the strate...

Internal organizational excellence = Deepest “Blue Ocean”

B(I) > B(O)

2007 Siberia

Why in the World did you go to Siberia ?

Enterprise * ** (*at its best): An emotional , vital , innovative , joyful , creative , entrepreneurial endeavor ...

2007 Sydney

Organizations exist to serve . Period. Leaders live to serve . Period.

… no less than Cathedrals in which the full and awesome power of the Imagination and Spirit and native Entrepreneurial...

“ We are a ‘Life Success’ Company.” Dave Liniger, founder, RE/MAX

“ No matter what the situation, [the great manager’s] first res p onse is alwa y s to think about the individual concer...

“ Managing winds up being the management of the allocation of resources against tasks. Leadership focuses on people. M y ...

“ The role of the Director is to create a space where the actors and actresses can become more than they’ve ever been...

The Dream Manager —Matthew Kelly “An organization can only become the-best-version-of-itself to the extent that the peop...

Thank you Peter Drucker/AIM Our goal is to serve our customers brilliantly and profitably over the long haul. Serving our ...

We—leaders of every stripe—are in the “Human Growth and Development and Success and Aspiration to Excellence business.” “ ...

#10

“ You have to treat your employees like customers.” —Herb Kelleher, complete answer, upon being asked his “secrets to su...

The Customer Comes Second — Hal Rosenbluth and Diane McFerrin Peters* (*no relation)

“ The p ath to a hostmanshi p culture p aradoxicall y does not g o through the g uest. In fact it wouldn’t be tota...

#11

Our Mission To develop and manage talent; to apply that talent, throughout the world, for the benefit of clients; to do s...

Luiza Helena, Magazine Luiza* *Wegmans

“ Business has to give people enriching, rewarding lives … or it's simply not worth doing .” — Richard Branson

#12

“ Leaders ‘ do ’ people. Period.” —Anon.

Leadership is a sacred trust.* *President, classroom teacher, CEO, shop foreman

#13

TP: “How to flush $500,000 down the toilet in one easy lesson!!”

< CAPEX > People!

2X Source: Container Store/increase average sale per shopper

#14

2009 New Delhi

“ The ONE Question”: “In the last year [3 years, current job], name the … three people … whose growth you’ve most co...

2/year = legacy.

#15

#1. Strategic . Priority. Period.

“ In short, hiring is the most im p ortant as p ect of business and yet remains woefully misunderstood.” Source: Wall...

“ Development can help great people be even better— but if I had a dollar to spend, I’d spend 70 cents getting the right...

#16

“ I can’t tell y ou how man y times we p assed u p hotshots for g u y s we thou g ht were better p eo p le , and wat...

#17

#1 cause of employee Dis-satisfaction?

Employee retention & satisfaction: Overwhelmin g l y , based on the first-line mana g er! Source: Marcus Buckingham & C...

Capital Asset I **Selecting and training and mentoring one’s pool of front- line managers can be a “Core Competence”...

Capital Asset II I am sure you “spend time” on this. My question: Is it an … OBSESSION …worthy of the impact it has on e...

#18

1. Hiring 2. Front-line Supervisor Development 3. Promoting

#19

“ AS LEADERS, WOMEN RULE : New Studies find that female managers outshine their male counterparts in almost every measur...

Women’s Strengths Match New Economy Imperatives : Link [rather than rank] workers; favor interactive-collaborative lead...

Lawrence A. Pfaff & Assoc. — 2 Years, 941 mgrs (672M, 269F); 360º feedback — Women: better in 20 of 20 categories; 1...

“ Forget China , India and the Internet : Economic Growth Is Driven by Women .” Source: Headline, Economist

“ One thing is certain: Women’s rise to power, which is linked to the increase in wealth per capita, is happening in all d...

#20

“ You must be the change you wish to see in the world.” Gandhi

“ Nothing is so contagious as enthusiasm.” —Samuel Taylor Coleridge

“ I am a dispenser of enthusiasm.” —Ben Zander

Half-full Cups: “[Ronald Reagan] radiated an almost transcendent happiness.” —L ou Cannon

“ Mandela, a model host [in his prison hospital room] smiled grandly, put [Justice Minister Kobie] Coetzee at his ease, an...

“ It’s alwa y s showtime.” —David D’Alessandro, Career Warfare

#21

“ The doctor interrupts after …* *Source: Jerome Groupman, How Doctors Think

18 seconds

[An obsession with] Listening is ... the ultimate mark of Respect . Listening is ... the heart and soul of Engagement . ...

Listening is ... the engine of superior EXECUTION. Listening is ... the key to making the Sale. Listening is ... the key...

*Listening is of the utmost … strategic importance! *Listening is a proper … core value ! *Listening is … ...

Listen = “Profession” = Study = practice = evaluation = Enterprise value

Listen = Profession = Study = practice = evaluation = Enterprise value: "We listen intently to and fully engage ...

“ It was much later that I realized Dad’s secret. He gained respect by giving it. He talked and listened to the fourth-gra...

“ You can make more friends in two months b y becomin g interested in other p eo p le than you can in two years by tr...

#22

Questioning, the art [and “profession”] of.

#23

“ The West spent … $ 2.3 trillion on foreign aid over the last five decades and still has not managed to get twelve-c...

Easterly, maligned by many, is the arch-enemy of the Big Plan [his capital letters, not mine—for once] sent from afar; ...

“ In foreign aid, Planners announce good intentions but don’t motivate anyone to carry them out; Searchers find things t...

Derived from the above and more, I have extracted a series of “lessons” from the Easterly book. These implementation lesso...

Lesson: Listen to the “locals.” Lesson: Hear the “locals.”

Lesson: Talk to the “locals.” Lesson: Listen to the “locals.” Lesson: Hear the “locals.” Lesson: Listen to the “locals...

Lesson: Have a truly crappy local office, and other un -trappings!

Lesson: Try to blend in, adopting local customs, showing deference were necessary—almost everywhere; and never interrupt ...

Lesson: The process of political-community engagement must also be approached as a trial and error learning process. Less...

Noth - ing is “scalable”!*

Nothing is “scalable”!* * Ever y replication must exude the p erce p tion of uni q ueness —even if it means a half-ste...

Lesson: Speed kills! Lesson: Short-circuiting political process kills! Lesson: Premature rollout kills! Lesson: Too m...

Lesson: Outsiders, to be effective, must have genuine appreciation of and affection for the locals with whom and for whom...

Lesson: Never forget the atmospherics, such as numerous celebrations for tiny milestones reached, showering praise on the...

Lesson: Keep your “start up” plan simple and short and filled with question marks in order to allow others to have the l...

Lesson: For projects involving children or health or education or community development or sustainable small-business g...

For projects involving children or health or education or community development or sustainable small-business growth (mo...

Reminders: Show up! (Stick around!) Listen! (Listen! Listen! Listen!) Study local conditions! Stay in the background! (Alw...

#24

“ if you don’t listen, you don’t sell anything.” — Carolyn Marland

Sales > Marketing

“ Everybody lives by selling something.” —Robert Louis Stevenson

#25

“ The four most important words in any organization are …

The four most important words in any organization are … “What do you think?” Source: courtesy Dave Wheeler, posted a...

Tomorrow: How many times will you “ask the WDYT question”? [ Count! ] [Practice makes better!] [This is a STRATEGIC ...

From Enemy/Reluctant User to Champion/Savior/Owner: The “one line of code!” Axiom

#26

“ The deepest human need is the … need to be a pp reciated .” —William James

“ Thank you” lingers on: 10 years

Tomorrow: How many times will you mange to blurt out, “Thank you”? [ Count ‘em! ] [Practice makes better!* *The engineer...

*appreciation is of the utmost … strategic importance! *appreciation is a proper … core value ! *appreciati...

And the answer is …. otis

#27

“ I regard a p olo g izin g as the most magical, healing, restorative gesture human beings can make. It is the centerpiec...

pause

“ I regard a p olo g izin g as the most magical, healing, restorative gesture human beings can make. It is the centerpiec...

Relationships (of all varieties) : THERE ONCE WAS A TIME WHEN A THREE - MINUTE PHONE CALL WOULD HAVE AVOIDED SE...

*effective “Repair”/Apology is of the utmost … strategic importance! *effective repair is a proper … core value...

#28

THE PROBLEM IS RARELY/NEVER THE PROBLEM. THE RESPONSE TO THE PROBLEM INVARIABLY ENDS UP BEING THE REAL PROBLEM . * *PERC...

Potlatch.

Comeback [big, quick response] >> Perfection

Acquire vs maintain*: 5X *Recession goal: Higher “market share” current customers

#29

none !

Press Ganey Assoc : 139,380 former patients from 225 hospitals: none of THE top 15 factors determining P atient ...

“ Kindness is free.”

“ There is a misconception that supportive interactions require more staff or more time and are therefore more costly. Alt...

#30

“ We are thoughtful in all we do.”

Thoughtfulness is key to customer retention . Thoughtfulness is key to em p lo y ee recruitment and satisfaction . Tho...

*Thoughtfulness is of the utmost … strategic importance! *thoughtfulness is a proper … core value ! *Thou...

“ Courtesies of a small and trivial character are the ones which strike deepest in the grateful and appreciating heart.” ...

The Real World’s “Little” Rule Book Ben/tea Norm/tea DDE/make friends WFBuckley/make friends-help friends Gust/Suck down C...

#31

problem #1. Opportunity #1.

X =XFX* * Excellence = Cross-functional Excellence

The “XF-50”: 50 Ways to Enhance Cross-Functional Effectiveness and Deliver Speed, “Service Excellence” and “Value-added Cu...

Never waste a lunch!

???? % XF lunches* *Measure! Monthly! Part of evaluation! [The PA’s Club.]

“ Allied commands depend on mutual confidence [and this confidence] is gained, above all through the develo p ment of ...

“ Suck down for success!” * ** *** **** **** *“He [Gust Avarkotos] had become something of a legend with these people wh...

R.O.I.R.

R eturn O n I nvestment In R elationships

(Way) Underutilized Lever Space! Space! Space! Space!

Geologists + Geophysicists + A little bit of love = Oil

Lunch > SAP/ Oracle

#32

F L O W E R P O W E R F L O W E R P O W E R

#33

Attending to the “Last 98%”: The New “Management Science,” or “Hard” Is “Soft,” “Soft” Is “Hard”

S = ƒ ( ___ ) Success Is a Function of …

S = ƒ(#&DR; -2L, -3L, 4L, I&E) Success is a function of: Number and depth of relationships 2, 3, and 4 levels down inside ...

Loser: “He’s such a suck-up!” Winner: “He’s such a suck-down.”

S =ƒ(#PK“ W ”P) S = ƒ(#PK“ L ”P) # of people you know in the “wrong” places # people you know in “low” places

??????? “Success doesn’t depend on the number of people you know; it depends on the number of people you know in hi g h ...

It helps to know people in … high places!”

It helps more to know people in … low places!”

Gust Avarkotos’ “boiler room” CIA pals Walter’s “enabler” P.M. Thank You notes Flexirent’s XSec’s Customer PA lunches Anyb...

#34

Skip the map

“ Mapping your competitive position” or …

The “Have you …” 50

1. Have you in the last 10 days … visited a custome r? 2. Have you called a customer … TODAY ?

1. Have you in the last 10 days … visited a custome r? 2. Have you called a customer … TODAY ? 3. Have you in the last...

11. Have you in the last two days had a chat with someone (a couple of levels down?) about specific deadlines concerning a...

21. Have you had in the last year a one-day, intense offsite with each (?) of your internal customers—followed by a big ce...

31. Have you in the last two months had a presentation to the group by a customer, internal customer, vendor featuring “wo...

41. Have you in the last month had one of your folks attend a meeting you were supposed to go to which gives them unusual ...

#35

Little = BIG

“ Design is ever y thin g. Everything is desi g n .” “ We are all designers.” Inspiration: The Power of Design: A Fo...

#35A

Big carts = 1.5X Source: Wal*Mart

#35B

Bag sizes = New markets: $B Source: PepsiCo

#35C

Socks = 10,000

#35D

6.5 feet Away =

6.5 feet Away = - 63 % “Seconds”* *Plate size, etc, first serving dish

#35E

“ Broken windows”: Clean the streets, fix the broken windows, ticket the open-beer-can holders, etc, etc = Sense of orde...

#35F

“ Paint it white!” — On Hashem Akbari’s [Lawrence Livermore labs] powerful program to significantly reduce greenhouse gas...

#35G

Don’t like it? Don’t pay. Source: Granite Rock Co.

#35H

“ Power Freaks” Move Things Around!

>100 feet = 100 miles

#35I

Round = 2X/all x

#35J

#35K

see green = recover 20% faster

#35L

80%

“ Everything matters” -80% Source: Nudge, Richard Thaler and Cass Sunstein, etching of fly in the urinal reduces “spill...

#35M

(1) Amenable to rapid experimentation/ failure “free” (PR, $$) (2) Quick to implement/ Quick to Roll out (3) Inexpensi...

<ul><li>Half-day/25 ideas </li></ul><ul><li>One week/5 experiments </li></ul><ul><li>(3) One month/Select best 2 </li></u...

#36

<TG W and … >TG R [Things Gone WRONG -Things Gone RIGHT ]

2-cent candy

“ May I clean your glasses, sir?”

2,000,000

7X. 7:30A-8:00P. F12A. 7:30AM = 7:15AM. 8:00PM = 8:15PM.

Griffin : Music in the parking lot; professional musicians in the lobby (7/week, 3-4hrs/day) ; 5 pianos ; voluntee...

It BEGINS (and ENDS ) in the …

parking lot * *Disney

“ Experiences are as distinct from services as services are from goods.” —Joe Pine & Jim Gilmore, The Experience Econo...

C X O * *Chief e X perience Officer

First Step (?!) : Hire a theater director , as a consultant or FTE!

“ Most executives have no idea how to add value to a market in the metaphysical world. But that is what the market will ...

#37

3M’s Innovation Crisis: How Six Sigma Almost Smothered Its Idea Culture Source: Title/Cover Story, BW , 0611.07 ( “What...

“ What Rikyu demanded was not cleanliness alone, but the beautiful and the natural also.” —Kakuzo Okakura, The Book of ...

“ Rikyu was watching his son Sho-an as he swept and watered the garden path. ‘Not clean enough,’ said Rikyu, when Sho-an h...

#38

All E q ual Exce p t … “At Sony we assume that all products of our competitors have basically the same technology, price...

“ Design is treated like a religion at BMW.” —Fortune

“ We don’t have a good language to talk about this kind of thing. In most people’s vocabularies, design means veneer. … Bu...

“ You know a design is good when you want to lick it.” —Steve Jobs Source: Design: Intelligence Made Visi...

“ With its carefully conceived mix of colors and textures, aromas and music, Starbucks is more indicative of our era t...

Hypothesis: DESIGN is the p rincipal difference between love and hate!

All Time No.1 (TP) Ziplocs

Wanted : THE DESIGNER OF MY KRUPPS/ CUISINART COFFEE-MAKER. Major Reward!

“ Business people don’t need to ‘understand designers better.’ Businesspeople need to be designers.” —Roger Martin/Dean/...

Not optional …

C D O * *Chief Design Officer

Message (?????): Men cannot design for women’s needs.

#39

450/8

Lisbon/New Biz: Weeks to … Minutes (!!!!)

“ One bank is currently claiming to … ‘ levera g e its g lobal foot p rint to p rovide effective financial solutions fo...

“ I assume that it is just saying that it is there to ‘ hel p its customers wherever the y are’ .” — Charles Handy

90K in U.S.A. ICUs on any given day; 178 steps/day in ICU. 50% stays result in “serious complication” Source: Atul G...

** Peter Pronovost , Johns Hopkins, 2001 **Checklist, line infections **1/3 rd at least one error when he started **Nurse...

**Docs, nurses make own checklists on whatever process-procedure they choose **Within weeks , average stay in ICU down...

Beauty. Grace. Clarity. Simplicity.

First Steps: “Beauty Contest”! <ul><li>1. Select one form/document: invoice, airbill, sick leave policy, customer return...

The Commerce Bank Model “every computer at commerce bank has a special red key on it that says, ‘found something ...

C GRO * *CGRO/Chief Grunge Removal Officer (CDC/Chief of De-complexification) (CAO/Chief Anti-systems Officer) (CBSD/Chief...

#40

“ Not only does standardization reduce accountability, but it causes workers to switch to autopilot.” “An artistic proces...

#41

“ Forget China , India and the Internet : Economic Growth Is Driven by Women .” Source: Headline, Economist

“ One thing is certain: Women’s rise to power, which is linked to the increase in wealth per capita, is happening in all d...

“ The most significant variable in every sales situation is the gender of the buyer, and more importantly, how ...

The Perfect Answer Jill and Jack buy slacks in black…

“ Since 1970 , women have held two out of every three new jobs created.” — FT , 10.03.2006

“ Women are the majority market” —Fara Warner/ The Power of the Purse

“ Goldman Sachs in Tokyo has developed an index of 115 companies poised to benefit from women’s increased purchasing power...

Cases! Cases! Cases! McDonald’s (“mom-centered” to “majority consumer”; not via kids) Home Depot (“Do it [everything!]...

“ We simply had stopped being relevant to women.” — Kay Napier, SVP Marketing (Fara Warner, The Power of the Purse , “F...

“ Women don’t buy brands. They join them .” EVEolution

2.6 vs. 21

“ People powered”: Age 3 days , baby girls 2X eye contact. Source: Martha Barletta, Marketing to Women

“ Women speak and hear a language of connection and intimacy , and men speak and hear a language of status and indepe...

#42

!!!!!!!!!!!!!!!!! “ People turning 50 today have more than half of their adult life ahead of them.” —Bill Novelli, ...

7/13

2000-2010 Stats 18-44: -1% 55+: + 21 % (55-64: + 47 % )

44-65 : “New Customer Majority” * *45% larger than 18-43; 60% larger by 2010 Source: Ageless Marketing , David Wolfe &...

“ Baby-boomer Women : The Sweetest of Sweet Spots for Marketers” —David Wolfe and Robert Snyder, Ageless Marketing

“ Fifty-four years of age has been the highest cutoff point for any marketing initiative I’ve ever been involved in. Whic...

“ One particularly puzzling category of youth-obsession is the highly coveted target of men 18-34, and it’s always referre...

“ Marketers attempts at reaching those over 50 have been miserably unsuccessful. No market’s motivations and needs ar...

We are the Aussies & Kiwis & Americans & Canadians . We are the Western Europeans & Japanese . We are the fastes...

#43

Up, Up, Up, Up the Value-added Ladder.

$55B

And the “M” Stands for … ? Gerstner’s IBM: “Systems Integrator of choice.”/BW (“Lou, help us turn ‘all this’ into tha...

Planetary Rainmaker-in-Chief! “Palmisano’s strategy is to expand tech’s borders by pushing users—and entire industries— to...

“ Big Brown’s New Bag: UPS Aims to Be the Traffic Manager for Cor p orate America ” —Headline/ BW /2004

MasterCard Advisors

I. LAN Installation Co. (3%) II. Geek Squad. (30%.) III. Acquired by BestBuy. IV. Flagship of BestBuy Wholesale “Sol...

“ ‘ Architecture’ is becoming a commodity. Winners will be ‘Turnkey Facilities Management’ providers.” SMPS Exec

E.g. … UTC/Otis + Carrier: boxes to “integrated building systems”

Hu g e : Customer Satisfaction versus Customer Success

“ ‘ Results’ are measured by the success of all those who have purchased your product or service” —Jan Gunnarsson & Ol...

The Value-added Ladder/ STUFF ‘N’ THINGS Goods Raw Materials

The Value-added Ladder/Stuff & TRANSACTIONS Services Goods Raw Materials

The Value-added Ladder/ OPPORTUNITY-SEEKING Customer Success/ Gamechanging Solutions Services Goods Raw Materials

“ The business of selling is not just about matching viable solutions to the customers that require them. It’s equally ab...

The Value-added Ladder/ OPPORTUNITY-SEEKING Im p lemented Gamechanging Solutions Services Goods Raw Materials

#44

1/40

try it. Try it. Try it. Try it. Try it. Try it. Try it. Try it. Screw it up. Try it. Try it. Try it. Try it. Try it. T...

“ We made mistakes, of course. Most of them were omissions we didn’t think of when we initially wrote the software. We fi...

“ Experiment fearlessly” Source: BusinessWeek , Type A Organization Strategies/ “How to Hit a Moving Target”— Tactic #1

#45

Culture of Prototyping “Effective prototyping may be the most valuable core competence an innovative organization c...

Think about It!? Innovation = Reaction to the Prototype Source: Michael Schrage

#46

“ SkunkWorks”/ “ParallelUniverse” “the 1% solution” Source: Scott Bedbury (Others: 3M, Google, Shell, NAVFAC )

Build a “School on top of a school”/Continuing-Exec Ed (The Parallel Universe Strategy)

Forward, march: The “Sri Lanka Stratagem”

“ Never doubt that a small group of committed people can change the world. Indeed it is the only thing that ever has.” ...

Where to look for “Playmates” : F.F.F.F. (Find a Fellow Freak Faraway)

Playmate!* Playpen! Prototype! *Can be Client, supplier … as well as Insider

#47

“ Fail . Forward. Fast.” High Tech CEO, Pennsylvania

“ The secret of fast progress is inefficienc y , fast and furious and numerous failures.” —Kevin Kelly

Read This! Richard Farson & Ralph Keyes: Whoever Makes the Most Mistakes Wins: The Paradox of Innovation

“ It is not enough to ‘tolerate’ failure—you must ‘celebrate’ failure.” —Richard Farson ( Whoever Makes the Most Mista...

We learn from our failures. Period .* Failure to acknowledge failure is a fatal disease. Treating failure like a dise...

“ In business, you reward people for taking risks . When it doesn’t work out you p romote them-because they we...

“ Reward excellent failures. Punish mediocre successes.” Phil Daniels, Sydney exec

#48

1/4,000

“ You miss 100 % of the shots you never take.” —Wayne Gretzky

#49

“ Some people look for things that went wrong and try to fix them. I look for things that went right , and try to build ...

“ Somewhere in your organization, groups of people are alread y doin g thin g s differentl y and better. To create las...

“ In foreign aid, Planners announce good intentions but don’t motivate anyone to carry them out; Searchers find things t...

Demos! Heroes! Stories!

“ A key – perhaps the key – to leadership is the effective communication of a stor y.” —Howard Gardner, Leading Mind...

“ Storytelling is the core of culture.” — Branded Nation: The Marketing of Megachurch, College Inc., and Museumworld ...

Best story wins!

#50

We are the company we keep

“ You will become like the five people you associate with the most—this can be either a blessing or a curse.” —Billy Cox

Measure “Strangeness”/Portfolio Quality Staff Consultants Vendors Out-sourcing Partners (#, Quality) Innovation Alliance ...

“ [CEO A.G.] Lafley has shifted P&G’s focus on inventing all its own products to developing others’ inventions at lea...

The “We are what we eat” axiom: At its core, ever y (!!!) relationship-partnership decision (employee, vendor, custom...

The “We are what we eat” Axiom II: “Hang out with ‘cool’ and thou shalT become more cool. Hang out with ‘dull’ and thou ...

“ Don’t benchmark, futuremark!” Impetus: “The future is already here; it’s just not evenly distributed” —William Gibson

#51

“ Who’s the most interesting person you’ve met in the last 90 days? How do I get in touch with them?” —Fred Smith

“ Freak Fridays” —once a month invite somebody interesting, in any field, to have lunch with your gang

“ Normal” = “o for 800”

#52

“ The Bottleneck Is at the Top of the Bottle” “Where are you likely to find people with the least diversity of experience,...

#53

“ d”iversity

“ Diverse groups of problem solvers—groups of people with diverse tools—consistently outperformed groups of the best and ...

Can you pass the … “Squint test”?

#54

Vanity Fair: “What is your most marked characteristic?” Mike Bloomberg: “ Curiosity.”

“ Do one thing every day that scares you.” —Eleanor Roosevelt

Kevin Roberts’ Credo 1 . Ready. Fire! Aim. 2. If it ain’t broke ... Break it! 3. Hire crazies. 4. Ask dumb questions. 5. P...

#55

“ The Billion-man Research Team: Companies offering work to online communities are reaping the benefits of ‘crowdsourcing....

Rob McEwen/ CEO/ Goldcorp Inc./ Red Lake gold Source: Wikinomics: How Mass Collaboration Changes Everything , Don Taps...

#56

All You Need to Know About “Sources of Innovation”: Angry people! [angry with the status quo]

F(Anger/Passion) >>>> f(Pushback from Threatened Fat-cats & Bureau-crats)

#57

Iron Innovation Equality Law: The quality and quantity and imaginativeness of innovation shall be the same in all functi...

#58

<ul><li>Innovation’s “Fourteen Imperatives” </li></ul><ul><li>Try it. Repeat. (“1/40.”) (“R.F.A.”/Ready.Fire. Aim.) (Non-L...

Innovation’s “Fourteen Imperatives” (8) “Strategic” Listening = Core competence. (9) Hire and promote 100% innovators...

#59

Innovation Index : How many of your Top 5 Strategic Initiatives/Key Projects score 8 or higher [out of 10] on a ...

#60

4/40

De-cent-ral-iz- a-tion!

The True Logic* of Decentralization: 6 divisions = 6 “tries” 6 divisions = 6 DIFFERENT leaders = 6 INDEPENDENT “tries”...

“ Best practice” = ZERO Standard Deviation

“ Parallel Universe” … China!!!!!!!

“‘ Decentralization’ is not a piece of paper. It’s not me. It’s either in your heart , or not.” — Brian Joffe/BIDvest

“ If if feels painful and scary—that’s real delegation” —Caspian Woods, small biz owner

“ Centralization” vs. “Decentralization” = Everything

Institute of Public Administration, last question … Centralization vs Decentralization = EVERYTHING (Business, government...

volcanic struggle!

Enemy #1 I.C.D. Note 1: Inherent/Inevitable/ Immutable Centralist Drift Note 2: Jim Burke’s 1-word vocabulary: “No.”

“ Ninety percent of what we call ‘management’ consists of making it difficult for people to get things done .” – Peter D...

Can’t Live Without ‘em, Can’t live With ‘em Office A, Executive Row: C.I.O. Office B (Across the hall): C.S.D.O./ Chi...

Ex-e- cu-tion!

“ Costco figured out the big , simple things and executed with total fanaticism .” —Charles Munger, Berkshire Hath...

“ Execution is the job of the business leader .” —Larry Bossidy & Ram Charan/ Execution: The Discipline of Gett...

“ Execution is a systematic process of rigorously discussing hows and whats, tenaciously following through, and ens...

(1) sum of Projects = Goal (“Vision”) (2) sum of Milestones = project (3) rapid Review + Truth-telling = a...

“ almost inhuman disinterestedness in … strategy” —Josiah Bunting on U.S. Grant (from Ulysses S. Grant )

U. S. Grant *No interest in grand strategy. *Do the thing until it is done. *Do not over complicate. *Do the next thing. *...

Excellence in Execution = Deepest “Blue Ocean”

Ac-count-a-bil-ity!

Mission impossible? $36B/’98 minus $675M/‘07

“ Mr Zetsche, head of Chrysler from 2000 to 2005, denied he should take any responsibility for the U.S. carmaker’s troub...

CF: 30% (no salesfolk) MH: 80% (salesfolk)

“ GE has set a standard of candor. … There is no puffery. … There isn’t an ounce of denial in the place .” —Kevin Share...

6:15A.M.

DECENTRALIZATION. EXECUTION. ACCOUTABILITY. 6 :15A.M.

#61

“ I am often asked by would-be entrepreneurs seeking escape from life within huge corporate structures, ‘How do I build a ...

“ I am often asked by would-be entrepreneurs seeking escape from life within huge corporate structures, ‘How do I build a ...

“ Mr. Foster and his McKinsey colleagues collected detailed performance data stretching back 40 years for 1,000 U.S. ...

“ Data drawn from the real world attest to a fact that is beyond our control: Ever y thin g in existence tends to deter...

#62

No: People. No: Product. No: Value to customer. Yes: Dilution, other control and share- owning issues. Yes: Scale-as-power...

Yes: People. Yes: Product. Yes: Value to customer. No: Dilution, other control and share- owning issues. No: Scale-as-powe...

“ It suddenly occurred to me that in the space of two or three hours …

“ It suddenly occurred to me that in the space of two or three hours … he never talked about cars.” — Les Wexner ...

Did one of ’em ever turn to the other and sa y: “Wow, I wonder what unimaginable new tools, otherwise not p ossible , ...

#63

#4 Japan #3 USA #2 China #1 Germany

Reason!!! Mittelstand

Productivity (Small/All) > Productivity (Big) (USA-9%/F500) (China/1 st 20 yrs.)

26 = 73 – 47

#64

Jim Penman/ Jim’s Group

Jim’s Mowing Canada Jim’s Mowing UK Jim’s Antennas Jim’s Bookkeeping Jim’s Building Maintenance Jim’s Carpet Cleaning Jim’...

Jim’s Group : Jim Penman.* 1984: Jim’s Mowing. 2006: Jim’s Group. 2,600 franchisees (Australia, NZ, UK). Cleaning. D...

*Basement Systems Inc. *Larry Janesky * Dry Basement Science (115,000!) *1990: $0; 2003: $13M; 2007: $62,000,000

The Red Carpet Store Joel Resnick/Flemington NJ (referenced in Fame Junkies )

etc. PRSX/ Paragon Railcar Salvage* *Salvaged railcars into bridges, etc.

* Lived in same town all adult life * First generation that’s wealthy/ no parental support * “Don’t look like milliona...

#65

Muhammad Yunus: “ All human beings are entrepreneurs . When we were in the caves we were all self-employed . . . findin...

94 % of loans to … women * * M icrolending; “Banker to the poor”; Grameen Bank; Muhammad Yunus; 2006 Nobel Peace Priz...

“ CEMEX realized that women are the ke y drivers of savin g s in [Mexican] families . … They are entrepreneurial in...

“ Forget China , India and the Internet : Economic Growth Is Driven by Women .” Source: Headline, Economist

#66

“ gurugate”: The Gurus’ fixation with “the wrong stuff”* *Not “they,” but “us.”

Over-rated: Bi g companies! Public companies! “ Cool ” industries! Stabilit y (“Built to last”) ! Famous CEOs!

The “Fabulous Five”: * SMEs! * Private companies! * “Dull” industries! * Productive churn: Built to Rock the World! ...

#67

#1 Truthteller …

You = Your calendar * *Calendars never lie

“ I used to have a rule for myself that at any point in time I wanted to have in mind — as it so happens, also in writing...

#68

“ Dennis, you need a … ‘To-don’t ’ List !”

John Sawhill/Major Strategic Initiative: “What areas should the Conservancy focus on and more important— what activiti...

Don’t > Do* * “Don’ting,” systematic, > WILLPOWER

#69

“ You must be the change you wish to see in the world.” Gandhi

“ To change minds effectively, leaders make particular use of two tools: the stories that they tell and the lives tha...

#70

“ The First step in a ‘dramatic’ ‘organizational change program’ is obvious— dramatic personal change !” —RG

“ How can a high-level leader like _____ be so out of touch with the truth about himself? It’s more common than you would ...

“ Work on me first.” —Kerry Patterson, Joseph Grenny, Ron McMillan and Al Switzler/ Crucial Conversations

“ Being aware of yourself and how you affect everyone around you is what distinguishes a superior leader.” —Edie Seashor...

“ To develop others, start with yourself.” —Marshall Goldsmith

#71

L(+21) = L(-21)

Leadership(21A.D.) = Leadership(21B.C.)

#72

“ eighty percent of success is showing up.” — Woody Allen

Give good tea!

“ In the same bitter winter of 1776 that Gen. George Washington led his beleaguered troops across the Delaware River to sa...

Make friends!

“ Allied commands depend on mutual confidence [and this confidence] is gained, above all through the develo p ment of ...

“ The capacity to develop close and enduring relationships is the mark of a leader. Unfortunately, many leaders of major c...

“ Mandela, a model host [in his prison hospital room] smiled grandly, put [Justice Minister Kobie] Coetzee at his ease, an...

The Real World’s “Little” Rule Book Ben/tea Norm/tea DDE/make friends WFBuckley/make friends-help friends Gust/Suck down C...

#73

Excellence. Always . If not Excellence, what ? If not Excellence now, when ?

“ Breakthrough” 82* People! Customers! Action! Values! * In Search of Excellence

“ To me business isn’t about wearing suits or pleasing stockholders. It’s about being true to yourself, your ideas and f...

#74

Appendix The “XF-50”: 50 Ways to Enhance Cross-Functional Effectiveness and Deliver Speed, “Service Excellence” and “Value...

1. It’s our organization to make work—or not. It’s not “them,” the outside world that’s the problem. The enemy is us. Pe...

8. “XF work” is the direct work of leaders! 9. “Integrated solutions” = Our “Culture.” (Therefore: XF = Our culture.) 1...

16. We use the word “partner” until we want to barf! (Words matter! A lot!) 17. We use the word “team” until we want t...

27. Every member of our team is an honored contributor. “XF project Excellence” is an “all hands” affair. 28. We are our...

37. Get physical!! “Co-location” is the most powerful “culture changer. Physical X-functional proximity is almost a guar...

44. Put “it” on the–every agenda. XF “issues to be resolved” should be on every agenda—morning project team review, weekly...

#75

appendix the Heart of Business Strategy: 48 Things That Matter

We usually think of business strategy as some sort of aspirational market positioning statement. Doubtless that’s part of ...

“ Thank you.” Minimum several times a day. Measure it. “ Thank you” to everyone even peripherally involved in some activit...

Hire for good manners. Do not reject “trouble makers”—that is those who are uncomfortable with the status quo. Expose all ...

Become a student of information extraction- interviewing. Become a student of presentation giving. Formal. Short and spont...

Small “d” diversity. Rich mixes for any and all teams. Hire women. Roughly 50% women on exec team. Exec team “looks like”...

Tom Peters & Strategy

Tom Peters & Strategy

Tom Peters & Strategy

Tom Peters & Strategy

Tom Peters & Strategy

Tom Peters & Strategy

Tom Peters & Strategy

Tom Peters & Strategy

Tom Peters & Strategy

Tom Peters & Strategy

Tom Peters & Strategy

Tom Peters & Strategy

Tom Peters & Strategy

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