EXCELLENCE. ALWAYS. Tom Peters/ExpoManagement Mexico D.F./08June 2006
25
Slides at … tompeters.com
The   Irreducible209
A frustrated participant at a seminar for investment bankers in Mauritius listened impatiently to my explanation of differ...
  Manhole Cover Madness and More ….
Chicagoland’s Mystery Disappearances …
THREE  BILLION  NEW CAPITALISTS   —Clyde Prestowitz
“ One Singaporean worker   costs as much as …   3 … in Malaysia   8 … in Thailand   13 … in China   18 … in India.”   Sour...
“ Thaksinomics” (after Thaksin Shinawatra, PM)/ “Bangkok Fashion City”:   “managed asset reflation”   (add to brand value ...
“ Forget China, India and the Internet: Economic Growth Is Driven by  Women .”  —Headline,  Economist , April 15, 2006, Le...
EXCELLENCE. THE MANDATE.
  “ If you don’t like change, you’re going to like irrelevance even less.”   —General Eric Shinseki, Chief of Staff. U. S....
“ It is  not  the s tron g est  of the species that survives,  nor  the  most intelli g ent , but  the one most res p onsi...
“ We are in a brawl with no rules.”   —Paul Allaire
Sam’s  Secret  #1!
"I think it is very important for you to do two things: act on your temporary conviction as if it was a real convicti...
“ We made mistakes, of course. Most of them were omissions we didn’t think of when we initially wrote the software. We fix...
“ This is so simple it sounds stupid, but it is amazing how few oil people really understand that  y ou onl y  find oil if...
“ Reward   excellent failures.  Punish   mediocre successes.” Phil Daniels, Sydney exec
EXCELLENCE. THE GENERAL’S STORY.
  “ If you don’t like change, you’re going to like irrelevance even less.”   —General Eric Shinseki, Chief of Staff. U. S....
“ It is  not  the s tron g est  of the species that survives,  nor  the  most intelli g ent , but  the one most res p onsi...
Nelson’s secret :   “[Other] admirals more frightened of losing than anxious  to win”
EXCELLENCE. STARTERS.
Radio City Music Hall September 2005
Franchise Lost!   TP:   “ How many of you   [600]   really   crave   a new Chevy?” NYC/IIR/061205
P.P.E.E.R.R.E.
P eople. P roduct. E xecution. E nthusiasm. R elentless. R e-invent. E xcellence.
P eople. P roduct. E xecution. E nthusiasm. R elentless. R e-invent. E xcellence.
EXCELLENCE. THE WORD.
S y non y ms Purity Transcendence Virtue Elegance Majesty Anton y ms Mediocrity
EXCELLENCE. GAMECHANGER.
Excellence1982: The Bedrock “Eight Basics” 1. A Bias for Action 2. Close to the Customer 3. Autonomy and Entrepreneurship ...
ExIn*: 1982-2002/Forbes.com DJIA :  $10,000 yields  $85,000   EI :  $10,000 yields  $140,050   * Forbes / Excellence Index...
EXCELLENCE. CAUSES. ADVERSARIES.
Causes/1966-2006 Implementation/Small Wins  (Stanford GSB/PhD thesis; 1st on implementation per se) EXCELLENCE  (as a wort...
Causes/1966-2006 Women/Market opportunity Women/Leaders  (right for the times) Design/Design-as-soul Wow!  (Hot language) ...
Hardball: Are You Playing to Play or Playing to Win?  by George Stalk & Rob Lachenauer/HBS Press “The winners in business ...
M.I.A . *:   Talk .   (Present.)   Listen .   (Interview.)   Sell .   (Life = Sales.)   Do .   (Execution-Implementation.)...
Adversaries B-schools  (crappy at soft skills, implementation, leadership) Strategy-is-all By-the-numbers management Dis-p...
EXCELLENCE. ALWAYS.
“ Why in the world did you go to S iberia ?”
The Peters  Princi p les :  Enthusiasm.  Emotion.  Excellence.  Energy. Excitement. Service. Growth. Creativity. Imaginati...
Business* **  (*at its best) :   An emotional, vital, innovative, joyful, creative, entrepreneurial endeavor that elicits ...
Business :   The Ultimate  Creative  Endeavor.
Business :   The Ultimate  Personal Development-Growth  Experience.
Business :   The Ultimate  Transcendent Service  Opportunity .
EXCELLENCE. YOU & ME.
“ In Tom’s world, it’s always better to try a swan dive and deliver a colossal belly flop than to step timidly off the boa...
“ Life is not a journey to the grave with the intention of arriving safely in a pretty and well-preserved body—but rather ...
“ This is the true joy of Life, the being used for a purpose recognized by yourself as a mighty one … the being a force of...
EXCELLENCE. WANTING.
This is  not  a “ mature  category.”
This is an  “ un distinguished   category.”
“ The ‘surplus society’ has a surplus of  similar  companies, employing  similar   people, with  similar   educational bac...
“ The Bottleneck Is at the Top of the Bottle” “Where are you likely to find people with the least diversity  of experience...
EXCELLENCE. NO EXCUSES.
Summar y: WallopWal*Mart16* *Or: Why it’s so absurdly easy  to beat a  GIANT  Company
The “Small Guys” Guide: Wallop Wal*Mart16 * Niche-aimed.  (Never, ever “all things for all people,” a “mini-Wal*Mart.) * N...
EXCELLENCE. DRAMATIC. DIFFERENCE.
“ A focus on cost-cutting and efficiency has helped many organizations weather the downturn, but this approach will ultima...
We  become  who we hang out with!
Measure “Strangeness”/Portfolio Quality Staff Consultants Vendors Out-sourcing Partners  (#, Quality) Innovation Alliance ...
EXCELLENCE !  ALWAYS !
$798
$415/SqFt/Wal*Mart $ 798 /SqFt/Whole Foods
7X. 730A-800P. F12A.* * ’93-’03/10 yr annual return: CB: 29%; WM: 17%;  HD: 16%. Mkt Cap: 48% p.a.

“ It’s simple, really, Tom. Hire for    s ,  and,  above   all , p romote  for    s.”   —Starbucks middle manager/field
“ A man without a smiling face must not open a shop.”   —Chinese Proverb
EXCELLENCE. PITIFUL.
???????? 6/44
P&G
EXCELLENCE. FOUND.
“ To be a leader in consumer products, it’s critical to have leaders who represent the population we serve.”   —Steve Rein...
EXCELLENCE. OPPORTUNITY.
“ Women are   the   majority market”   —Fara Warner/ The Power of the Purse
The Perfect Answer Jill and Jack buy slacks in black…
 
1. Men and women are different. 2. Very different. 3.  VERY, VERY DIFFERENT. 4. Women & Men have a-b-s-o-l-u-t-e-l-y   not...
10. Women’s Market = Opportunity No. 1.
EXCELLENCE. OPPORTUNITY.
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 & ...
“ The New Customer Majority is the only adult market with realistic prospects for significant sales growth in dozens of pr...
The   Irreducible209
73. Exercise. 74. Paint. (Leader. Portraits of Excellence.) 75. Best story wins. 76. “You must be the change you wish to s...
EXCELLENCE. VALUE ADDED.
$55B
The  [Only?]  Answer   PSF   (Professional Service Firm “model”/The  Organizing Principle )   + Brand You (“Distinct” or “...
“ 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...
EXCELLENCE. NECESSITY. OPPORTUNITY.
“ ‘ Disintermediation’ is overrated. Those who fear disintermediation should in fact be afraid of irrelevance—disintermedi...
43,000
Ch icago: HRMAC
“ support function” / “cost center”/ “overhead”   or  …
Are you …   “ Rock Stars of the A g e of Talent ”
Are you  the …   “ Princi p al En g ine  of Value Added” *E.g.: Your  R&D budget  as robust as the New Products team?
The   Irreducible209
117. Negotiation. Make all winners. (Save face.) 118. Grace makes enemies friends. 119. Network. 120.  Invest in relations...
EXCELLENCE. NO OPTION.
“ ‘ Disintermediation’ is overrated. Those who fear disintermediation should in fact be afraid of irrelevance—disintermedi...
Department Head   to … Mana g in g  Partner ,  IS   [HR, R&D, etc.]   Inc .
The   “ PSF35 ” :  Thirty-Five  Professional Service Firm Marks of Excellence
The PSF35: The Work & The Legacy 1.   CRYSTAL CLEAR POINT OF VIEW   (E very Practice Group:  “If you can’t  explain your p...
Point of View!
R.POV8* *Remarkable Point Of View/8 Words or less/“If you can’t state your  position in eight words or less you don’t have...
EXCELLENCE. ATTITUDE. TRANSFORMATION.
“ Purchasing Officer” Thrust #1 :   Cost  (at All Costs*)  Minimization Professional ?   Or/to:   Full   Partner-Leader in...
PSF Transformation: Credit De p artment/Trek Was   Is Credit Dept  Financial Services Hammer on dealers until  Make dealer...
EXCELLENCE.  UP THE LADDER.
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   Gamechanging Solutions Services Goods  Raw Materials
Answer: PSF
EXCELLENCE. EXPERIENCE IT.
“ Ex p eriences   are as distinct from services as services are from goods.”   —Joe Pine & Jim Gilmore,  The Experience Ec...
“ Club   Med   is more than just a ‘resort’; it’s a means of rediscovering oneself, of inventing an entirely new ‘me.’ ” S...
EXCELLENCE.  UP THE LADDER.
The Value-added Ladder/ Memorable Connection Spellbinding Experiences   Gamechanging Solutions Services Goods  Raw Materials
C X O* *Chief e X perience Officer
EXCELLENCE. DREAM IT.
DREAM :  “A dream is a complete moment in the life of a client. Important experiences that tempt the client to commit subs...
EXCELLENCE.  UP THE LADDER.
The Value-added Ladder/Emotion Dreams Come True Spellbinding Experiences Gamechanging Solutions Services Goods  Raw Materi...
Furniture vs. Dreams “We do not sell ‘furniture’ at Domain.   We sell dreams .   This is accomplished by addressing the ha...
C DM* *Chief Dream Merchant
EXCELLENCE. LOVE IT.
“ Brands have run out of juice. They’re dead.”   —Kevin Roberts/Saatchi & Saatchi
Kevin Roberts:   Lovemarks !
 
 
 
Tattoo Brand :   What % of users would  tattoo  the brand name on their body?
Top 10 “Tattoo Brands”* Harley .… 18.9% Disney .... 14.8 Coke …. 7.7 Google .... 6.6 Pepsi .... 6.1 Rolex …. 5.6 Nike …. 4...
C L   O* *Chief  Lovemar k  Officer
EXCELLENCE. THE STORY.
“ Storytelling  is the core  of culture.”   — Branded Nation: The Marketing of Megachurch,  College Inc., and Museumworld ...
Best Story Wins! “A key – perhaps  the  key – to leadership is   the  effective communication  of a story.” —Howard Gardne...
Marke t Power =  Stor y Power
C ST O* *Chief  Storytelling   Officer
The   Irreducible209
163. Own up. Quick. ( Denial. Cancer.) 164.  Celebrate. Often . 165.  78 people = 78 approaches.  (Each. Unique.) 166. Wee...
EXCELLENCE. BEDROCK.
“ Management has a lot to do with answers. Leadership is a function of questions. And the first question for a leader alwa...
“ People want to be part of something larger than themselves. They want to be part of something they’re really proud of, t...
EXCELLENCE. PASSION.
“ Nothing is so contagious as enthusiasm.”   —Samuel Taylor Coleridge
“ Most important,  he   u pp ed   the  ener gy  level   at Motorola.”   — Fortune  on Ed Zander/08.05
EXCELLENCE. BEDROCK.
Brand = Talent.
Organizing Genius  / Warren Bennis  and Patricia Ward Biederman “Groups become great only when everyone in them, leaders a...
Leadership’s Mt Everest/Mt Excellence “free to do his or her absolute best” …  “allow its members to discover their greatn...
“ The role of the Director is to create a space where the actor or actress can  become more than the y ’ve ever been befor...
“ We are a ‘life Success Company”’ founder, RE/MAX
Our Mission To develop and manage talent; to apply that talent, throughout the world,  for the benefit of clients; to do s...
“ Leaders  ‘ do ’  people.  Period.”   —Anon.
Les Wexner :   From sweaters to …  p eo p le !
DD $21M
A review of Jack and Suzy Welch’s  Winning   claims there are but two key differentiators that set GE “culture” apart from...
EXCELLENCE. WOMEN. RULE.
“ AS LEADERS, WOMEN RULE :   New Studies find that female managers outshine their male counterparts in almost every measur...
???????? 6/44
“ Forget China, India and the Internet: Economic Growth Is Driven by  Women .”  —Headline,  Economist , April 15, 2006, Le...
EXCELLENCE. INDIVIDUAL. BRAND YOU.
Core Mechanism : “Game-chan g in g  Solutions”   PSF   (Professional Service Firm “model”/The  Organizing Principle )   + ...
“ You are the storyteller of your own life, and you can create your own legend or not.”   —Isabel Allende
“ This is the true joy of Life, the being used for a purpose recognized by yourself as a mighty one … the being a force of...
EXCELLENCE. BEDROCK.
X.Step #1: Buy a Mirror!
“ The  First  s te p in a ‘dramatic’ ‘organizational change program’ is obvious— dramatic  p ersonal  chan g e !”   —RG
“ You must  be   the change you wish to see in the world.” Gandhi
EXCELLENCE. REVENUE. MATTERS. MOST.
.  “Everyone lives by  sellin g   something.”   –  Robert Louis Stevenson
Sell Sell Sell
C R O* *Chief  Revenue   Officer
The   Irreducible209
188.  Handshake .  (Quantity. Quality.) 189. Don’t fold your hands in front of   your chest. Ever. (Never.) 190. Simplicit...
EXCELLENCE. 4/40.
Pathetic !
“ Forbes100” from 1917 to 1987 :  39 members of the Class of ’17 were alive in ’87; 18 in ’87 F100; 18 F100 “survivors”  u...
“ I am often asked by would-be entrepreneurs seeking escape from life within huge corporate structures, ‘How do I build a ...
“ When asked to name just one big merger that had lived up to expectations, Leon Cooperman, former cochairman of Goldman S...
“ I don’t believe in economies of scale.   You don’t  g et better b y  being bi gg er. You  g et worse .”   —Dick Kovacevi...
4/40
De-cent-ral-iz- a-tion!
Ex-e- cu-tion!
“ We have a ‘strategic  plan.’ It’s called  doin g  thin g s .”   — Herb Kelleher
“ Execution  is the  j ob   of the business leader.”   —Larry Bossidy & Ram Charan/  Execution: The Discipline of Getting ...
“ Execution is   a   s y stematic  p rocess   of rigorously  discussing hows and whats, tenaciously following through, and...
“ The person who is a little less conceptual but is absolutely determined to succeed will usually find the right people an...
Ac-count-a-bil-ity!
“ 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.
???????? Work Hard > Work Smart
EXCELLENCE. LEADING.
Leadership 23
Leadership23 1. Enthusiasm. Energy. Exuberance. 2. Action. Execution. 3. Tempo. Metabolism. 4. Relentless. 5. Master of Pl...
Kevin Roberts’ Credo 1 . Ready. Fire! Aim. 2. If it ain’t broke ... Break it! 3. Hire crazies. 4. Ask dumb questions. 5. P...
EXCELLENCE. STRETCH.
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....
“ Beware of the tyranny of making  Small   Changes to  S mall   Things. Rather, make  Bi g  Changes to  Bi g   Things.”   ...
“ Reward   excellent failures.  Punish   mediocre successes.” Phil Daniels, Sydney exec
EXCELLENCE. TRANSCENDENCE. THRILLS.
Radicall y  Thrillin g  Lan g ua g e! “ Radically Thrilling.” — BMW Z4 (ad)
C T O* *Chief  Thrills   Officer
S y non y ms Purity Transcendence Virtue Elegance Majesty Anton y ms Mediocrity
C T O* *Chief  Transcendence  Officer
EXCELLENCE. WOW. NOW.
“ It’s  alwa y s  showtime.”   —David D’Alessandro,  Career Warfare
C W O* *Chief  WOW  Officer
EXCELLENCE. LET. US. MARCH.
“ In classical times when Cicero had finished speaking, the people said, ‘How well he spoke,’ but when Demosthenes had fin...
Let us march .
“ Never doubt that a small group of committed people can change the  world.  Indeed it is  the only thing that ever has.” ...
EX CELLE ALW AYS .
Bonus
The   Irreducible209
A frustrated participant at a seminar for investment bankers in Mauritius listened impatiently to my explanation of differ...
1.  Hare 1, Tortoise 0.  (Hare-y times.) 2.  Tempo.  (O.O.D.A.) 3.  MBWA. 4.  Appreciation.  (“Motivator” #1.)  (Can’t be ...
15. Men. Women. Different. Contend. Connect. 16. Women. Buy. All. (RU listening?) 17. Quality. (“Mind-blowing.” Beyond 6-S...
29. You must care. 30. Mentor. (Highest ROI.) 31.  Best “roster” wins. 32.  Wow.  (Okay in biz.) 33. We all have customers...
44. Brand You. (No alt.) 45. Self-sufficiency. (Biggest LT turn-on.) 46. In the moment. 47. The moment wins. 48.  Tomorrow...
58. Master statistical analysis. 59. Excellence = Set the table. 60. Legacy. (Will it have mattered?) 61.  “Great.”  (Why ...
73. Exercise. 74. Paint. (Leader. Portraits of Excellence.) 75.  Best stor y  wins . 76.  “You must be the change you wish...
86.  You = Calendar.  (Calendar. Never. Lies.) 87.  Laugh. 88. Handshake. (Quantity. Quality.) 89. Don’t fold your hands i...
102.  Simplicity. Redundancy. Resilience. Bloody- mindedness. Visible optimism.  (Success.)   103. Act.  (Repeat. So what?...
117. Negotiation. Make all winners. (Save face.) 118. Grace makes enemies friends. 119. Network. 120.  Invest in relations...
124. “Crucial conversations.” “Crucial confrontations.” (Study. Learn. Do.) 125. Honest feedback. 126. Gaspworthy. Yes.  1...
138.  Don’t “benchmark,” “futuremark.”  (2016.  Happening. Somewhere.) 139. “PMA.” It works. 140. There are no experts. (Y...
151. Resilience. 152.  Relentless-ness. 153.  None. Above. Comeuppance. (GM. Sears. U.S. Steel. DEC.) 154. Be yourself. Pe...
163. Own up. Quick. ( Denial. Cancer.) 164.  Celebrate. Often. 165.  78 people = 78 approaches.  (Each. Unique.) 166.  Wee...
177. Today. Now. My Project. Am. Is. I. Period. 178. “Beautiful” systems. (Good biz phrase. Not oxymoron.) 179.  Build on ...
188.  Handshake. (Quantity. Quality.) 189. Don’t fold your hands in front of   your chest. Ever. (Never.) 190.  Simplicity...
195.  Instinctively “head for the front   line.”  (In all contexts.) 196.  Success = DDMMPR/"D-squared,  M-squared, P...
199.  Kids “know” kids. Oldies “know” oldies.   Women “know” women.  (Staff    accordingly.) 200.  Everybody is my custome...
208.   NO LESS THAN   EXCELLENCE.   EVER. 209.   EXCELLENCE.   ALWAYS.
EXCELLENCE. ALWAYS.
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  • Add To Brand Value Of Thai Textiles By Demonstrating Flair

    1. 1. EXCELLENCE. ALWAYS. Tom Peters/ExpoManagement Mexico D.F./08June 2006
    2. 2. 25
    3. 3. Slides at … tompeters.com
    4. 4. The Irreducible209
    5. 5. A frustrated participant at a seminar for investment bankers in Mauritius listened impatiently to my explanation of differences of opinion among me, Mike Porter, Gary Hamel, Jim Collins, etc. Finally, he’d had enough. “ What , i f an y thin g,” he asked , “do y ou believe ‘for sure ’?” I mumbled something, but his query started rumbling around in my mind. Three days later, wandering on a Sunday in London, the idea of “the irreducibles” occurred to me—and I started jotting down notes on stuff I do indeed believe “for sure.” Before I knew it, a few days later, the list had grown to 209 items. Hence “The Irreducible209” that follows. Tom Peters
    6. 6. Manhole Cover Madness and More ….
    7. 7. Chicagoland’s Mystery Disappearances …
    8. 8. THREE BILLION NEW CAPITALISTS —Clyde Prestowitz
    9. 9. “ One Singaporean worker costs as much as … 3 … in Malaysia 8 … in Thailand 13 … in China 18 … in India.” Source: The Straits Times /2003
    10. 10. “ Thaksinomics” (after Thaksin Shinawatra, PM)/ “Bangkok Fashion City”: “managed asset reflation” (add to brand value of Thai textiles by demonstrating flair and design excellence) Source: The Straits Times /2004
    11. 11. “ Forget China, India and the Internet: Economic Growth Is Driven by Women .” —Headline, Economist , April 15, 2006, Leader, page 14
    12. 12. EXCELLENCE. THE MANDATE.
    13. 13. “ If you don’t like change, you’re going to like irrelevance even less.” —General Eric Shinseki, Chief of Staff. U. S. Army
    14. 14. “ It is not the s tron g est of the species that survives, nor the most intelli g ent , but the one most res p onsive to chan g e .” —Charles Darwin
    15. 15. “ We are in a brawl with no rules.” —Paul Allaire
    16. 16. Sam’s Secret #1!
    17. 17. "I think it is very important for you to do two things: act on your temporary conviction as if it was a real conviction; and when you realize that you are wrong, correct course very quickly.” —Andy Grove
    18. 18. “ We made mistakes, of course. Most of them were omissions we didn’t think of when we initially wrote the software. We fixed them by doing it over and over, again and again. We do the same today. While our competitors are still sucking their thumbs trying to make the design perfect, we’re already on prototype version No. 5 . By the time our rivals are ready with wires and screws, we are on version No. 10 . It g ets back to p lannin g versus actin g : We act from da y one; others p lan how to p lan—for months .” —Bloomberg by Bloomberg
    19. 19. “ This is so simple it sounds stupid, but it is amazing how few oil people really understand that y ou onl y find oil if y ou drill wells . You may think you’re finding it when you’re drawing maps and studying logs, but you have to drill.” Source: The Hunters , by John Masters, Canadian O & G wildcatter
    20. 20. “ Reward excellent failures. Punish mediocre successes.” Phil Daniels, Sydney exec
    21. 21. EXCELLENCE. THE GENERAL’S STORY.
    22. 22. “ If you don’t like change, you’re going to like irrelevance even less.” —General Eric Shinseki, Chief of Staff. U. S. Army
    23. 23. “ It is not the s tron g est of the species that survives, nor the most intelli g ent , but the one most res p onsive to chan g e .” —Charles Darwin
    24. 24. Nelson’s secret : “[Other] admirals more frightened of losing than anxious to win”
    25. 25. EXCELLENCE. STARTERS.
    26. 26. Radio City Music Hall September 2005
    27. 27. Franchise Lost! TP: “ How many of you [600] really crave a new Chevy?” NYC/IIR/061205
    28. 28. P.P.E.E.R.R.E.
    29. 29. P eople. P roduct. E xecution. E nthusiasm. R elentless. R e-invent. E xcellence.
    30. 30. P eople. P roduct. E xecution. E nthusiasm. R elentless. R e-invent. E xcellence.
    31. 31. EXCELLENCE. THE WORD.
    32. 32. S y non y ms Purity Transcendence Virtue Elegance Majesty Anton y ms Mediocrity
    33. 33. EXCELLENCE. GAMECHANGER.
    34. 34. Excellence1982: The Bedrock “Eight Basics” 1. A Bias for Action 2. Close to the Customer 3. Autonomy and Entrepreneurship 4. Productivity Through People 5. Hands On, Value-Driven 6. Stick to the Knitting 7. Simple Form, Lean Staff 8. Simultaneous Loose-Tight Properties”
    35. 35. ExIn*: 1982-2002/Forbes.com DJIA : $10,000 yields $85,000 EI : $10,000 yields $140,050 * Forbes / Excellence Index /Basket of 32 publicly traded stocks
    36. 36. EXCELLENCE. CAUSES. ADVERSARIES.
    37. 37. Causes/1966-2006 Implementation/Small Wins (Stanford GSB/PhD thesis; 1st on implementation per se) EXCELLENCE (as a worthy business pursuit) Management Style/Corporate Culture Soft “Ss”/7-S (Waterman-Peters complete “business model”; waaaaay beyond Strategy & Structure) Structure > Strategy (“We shape our structures, then they shape us …”—Churchillian paraphrase) Soft Change Levers (> structure; symbols, patterns & settings) Close to the Customer (novel idea, circa 1982) MBWA (Managing By Wandering Around—courtesy a much more intimate than today HP) Productivity through People (novel idea, circa 1982) Chaos/Crazy Times Call for Crazy Organizations Middle-sized companies are cool Re-imagine!/Innovate or Die! Small-ish/Scale & Synergy limits-delusions/anti-Big Mergers
    38. 38. Causes/1966-2006 Women/Market opportunity Women/Leaders (right for the times) Design/Design-as-soul Wow! (Hot language) Weird! Passion!/Enthusiasm!/Exuberance! (as Leader Lever #1) Brand You (or else) PSF = Bedrock (add value or bust—every group must demonstrate economic viability) PSF + Brand You + WOW Projects = New Biz Logic Sales/+R > -C (increasing revenue more important than cutting cost) HealthCare/Wellness-Safety-H5N1 Brand = Talent (best roster wins) New VA Ladder/Products-Services-SOLUTIONS-EXPERIENCES-DREAMKETING (Dream Marketing)- LOVEMARK Different > > Better Boomers & Geezers/marketing to new “mega-segment”
    39. 39. Hardball: Are You Playing to Play or Playing to Win? by George Stalk & Rob Lachenauer/HBS Press “The winners in business have always played hardball .” “ Unleash massive and overwhelming force.” “ Exploit anomalies.” “ Threaten your competitor’s profit sanctuaries.” “Entice your competitor into retreat.” Approximately 640 Index entries: Customer/s (service, retention, loyalty), 4 . People ( employees, motivation, morale, worker/s), 0 . Innovation ( product development, research & development, new products), 0 .
    40. 40. M.I.A . *: Talk . (Present.) Listen . (Interview.) Sell . (Life = Sales.) Do . (Execution-Implementation.) Talent. (Recruit-Develop-Retain.) Project Management. (Create. Solicit support. Execution. Adoption-Client “Culture Change.”) Product. (“It.”) Innovation. (Design. Creativity. “Buzz-building.” Politics.) Leadership. (USMA, etc.) E.Q. (Connect.) “Culture” Change. (Lasting impact.) Diversity. (Cross-cultural Effectiveness.) Career Creation. (Brand You life-lifestyle.) Wellness. (Life.) *B.Schools (“M.I.A.” or at most “B.I.A.”—barely in action)
    41. 41. Adversaries B-schools (crappy at soft skills, implementation, leadership) Strategy-is-all By-the-numbers management Dis-passionate management Focus groups Intuition discounted Leading as an intellectual task Leading without passion Cool language in Hot times Dilbert (accepting cubicle slavery) Bigness per se (severe scale limitations—even at Microsoft) White guys! (not really, but enough already) 18-44 emphasis in marketing (geezers > youth for foreseeable future) -Cost > +Revenue (cost cutting more important than organic revenue growth) CI (continuous improvement in an age of discontinuous world) LESS THAN THE NO-HOLDS-BARRED PURSUIT OF EXCELLENCE
    42. 42. EXCELLENCE. ALWAYS.
    43. 43. “ Why in the world did you go to S iberia ?”
    44. 44. The Peters Princi p les : Enthusiasm. Emotion. Excellence. Energy. Excitement. Service. Growth. Creativity. Imagination. Vitality. Joy. Surprise. Independence. Spirit. Community. Limitless human potential. Diversity. Profit. Innovation. Design. Quality. Entrepreneurialism. Wow.
    45. 45. Business* ** (*at its best) : An emotional, vital, innovative, joyful, creative, entrepreneurial endeavor that elicits maximum concerted human potential in the wholehearted service of others. *** ** Excellence. Always. ***Employees, Customers, Suppliers, Communities, Owners, Temporary partners
    46. 46. Business : The Ultimate Creative Endeavor.
    47. 47. Business : The Ultimate Personal Development-Growth Experience.
    48. 48. Business : The Ultimate Transcendent Service Opportunity .
    49. 49. EXCELLENCE. YOU & ME.
    50. 50. “ In Tom’s world, it’s always better to try a swan dive and deliver a colossal belly flop than to step timidly off the board while holding your nose.” — Fast Company /October2003
    51. 51. “ Life is not a journey to the grave with the intention of arriving safely in a pretty and well-preserved body—but rather a skid in broadside, thoroughly used up, totally worn out, and loudly proclaiming, ‘Wow, what a ride!’ ” —anon.
    52. 52. “ This is the true joy of Life, the being used for a purpose recognized by yourself as a mighty one … the being a force of Nature instead of a feverish, selfish little clod of ailments and grievances complaining that the world will not devote itself to making you happy.” —GB Shaw/ Man and Superman
    53. 53. EXCELLENCE. WANTING.
    54. 54. This is not a “ mature category.”
    55. 55. This is an “ un distinguished category.”
    56. 56. “ The ‘surplus society’ has a surplus of similar companies, employing similar people, with similar educational backgrounds, coming up with similar ideas, producing similar things, with similar prices and s imilar quality.” Kjell Nordstr ö m and Jonas Ridderstr å le, Funky Business
    57. 57. “ The Bottleneck Is at the Top of the Bottle” “Where are you likely to find people with the least diversity of experience, the largest investment in the past, and the greatest reverence for industry dogma: At the to p!” — Gary Hamel/ Harvard Business Review
    58. 58. EXCELLENCE. NO EXCUSES.
    59. 59. Summar y: WallopWal*Mart16* *Or: Why it’s so absurdly easy to beat a GIANT Company
    60. 60. The “Small Guys” Guide: Wallop Wal*Mart16 * Niche-aimed. (Never, ever “all things for all people,” a “mini-Wal*Mart.) * Never attack the monsters head on! (Instead steal niche business and lukewarm customers.) * “ Dramaticall y Different ” (La Difference ... within our community, our industry regionally, etc … is as obvious as the end of one’s nose!) (THIS IS WHERE MOST MIDGETS COME UP SHORT.) * Compete on value/experience/intimacy, not price. (You ain’t gonna beat the behemoths on cost-price in 9.99 out of 10 cases.) * Emotional bond with Clients, Vendors. (BEAT THE BIGGIES ON EMOTION/CONNECTION!!)
    61. 61. EXCELLENCE. DRAMATIC. DIFFERENCE.
    62. 62. “ A focus on cost-cutting and efficiency has helped many organizations weather the downturn, but this approach will ultimately render them obsolete. Onl y the constant p ursuit of innovation can ensure lon g- term success .” —Daniel Muzyka, Dean, Sauder School of Business, Univ of British Columbia ( FT /09.17.04)
    63. 63. We become who we hang out with!
    64. 64. Measure “Strangeness”/Portfolio Quality Staff Consultants Vendors Out-sourcing Partners (#, Quality) Innovation Alliance Partners Customers Competitors (who we “benchmark” against) Strategic Initiatives Product Portfolio (LineEx v. Leap) IS/IT Projects HQ Location Lunch Mates Language Board
    65. 65. EXCELLENCE ! ALWAYS !
    66. 66. $798
    67. 67. $415/SqFt/Wal*Mart $ 798 /SqFt/Whole Foods
    68. 68. 7X. 730A-800P. F12A.* * ’93-’03/10 yr annual return: CB: 29%; WM: 17%; HD: 16%. Mkt Cap: 48% p.a.
    69. 69.
    70. 70. “ It’s simple, really, Tom. Hire for  s , and, above all , p romote for  s.” —Starbucks middle manager/field
    71. 71. “ A man without a smiling face must not open a shop.” —Chinese Proverb
    72. 72. EXCELLENCE. PITIFUL.
    73. 73. ???????? 6/44
    74. 74. P&G
    75. 75. EXCELLENCE. FOUND.
    76. 76. “ To be a leader in consumer products, it’s critical to have leaders who represent the population we serve.” —Steve Reinemund/PepsiCo
    77. 77. EXCELLENCE. OPPORTUNITY.
    78. 78. “ Women are the majority market” —Fara Warner/ The Power of the Purse
    79. 79. The Perfect Answer Jill and Jack buy slacks in black…
    80. 81. 1. Men and women are different. 2. Very different. 3. VERY, VERY DIFFERENT. 4. Women & Men have a-b-s-o-l-u-t-e-l-y nothing in common. 5. Women buy lotsa stuff. 6. WOMEN BUY A-L-L THE STUFF. 7. Women’s Market = Opportunity No. 1. 8. Men are (STILL) in charge. 9. MEN ARE … TOTALLY, HOPELESSLY CLUELESS ABOUT WOMEN. 10. Women’s Market = Opportunity No. 1.
    81. 82. 10. Women’s Market = Opportunity No. 1.
    82. 83. EXCELLENCE. OPPORTUNITY.
    83. 84. 2000-2010 Stats 18-44: -1% 55+: + 21 % (55-64: + 47 % )
    84. 85. 44-65 : “New Customer Majority” * *45% larger than 18-43; 60% larger by 2010 Source: Ageless Marketing , David Wolfe & Robert Snyder
    85. 86. “ The New Customer Majority is the only adult market with realistic prospects for significant sales growth in dozens of product lines for thousands of companies.” —David Wolfe & Robert Snyder, Ageless Marketing
    86. 87. The Irreducible209
    87. 88. 73. Exercise. 74. Paint. (Leader. Portraits of Excellence.) 75. Best story wins. 76. “You must be the change you wish to see in the world.” 77. Two “big ones.” Max. (Priorities.) 78. No “I” in Team. (“I” in Win.) 79. “I” in Win. (No “I” in Team.) 80. Different 1, Better 0 . (Better = 0.1) 81. Imitation = Mistake. (Learn, from who?) 82. Choose/battle the “right” competitor. 83. Schools. Creativity. Entrepreneurship. (Not.) 84. MBAs. Creativity. Entrepreneurship. Leadership. (Not.) 85. Design. Under-rated. Wildly. (Still.) (Everything.)
    88. 89. EXCELLENCE. VALUE ADDED.
    89. 90. $55B
    90. 91. The [Only?] Answer PSF (Professional Service Firm “model”/The Organizing Principle ) + Brand You (“Distinct” or “Extinct”/The Talent ) + Wow! Projects (“Different” vs “Better”/The Work )
    91. 92. “ Big Brown’s New Bag: UPS Aims to Be the Traffic Manager for Cor p orate America ” —Headline/ BW /2004
    92. 93. MasterCard Advisors
    93. 94. I. LAN Installation Co. (3%) II. Geek Squad. (30%.) III. Acquired by BestBuy. IV. Flagship of BestBuy Wholesale “Solutions” Strategy Makeover.
    94. 95. EXCELLENCE. NECESSITY. OPPORTUNITY.
    95. 96. “ ‘ Disintermediation’ is overrated. Those who fear disintermediation should in fact be afraid of irrelevance—disintermediation is just another way of saying that … y ou’ve become irrelevant to y our customers .” —John Battelle/ Point/Advertising Age /07.05
    96. 97. 43,000
    97. 98. Ch icago: HRMAC
    98. 99. “ support function” / “cost center”/ “overhead” or …
    99. 100. Are you … “ Rock Stars of the A g e of Talent ”
    100. 101. Are you the … “ Princi p al En g ine of Value Added” *E.g.: Your R&D budget as robust as the New Products team?
    101. 102. The Irreducible209
    102. 103. 117. Negotiation. Make all winners. (Save face.) 118. Grace makes enemies friends. 119. Network. 120. Invest in relationships. (Think ROIR . Return On Investment in Relationships.) 118. Relationship investment. Forethought. Calendar item. Intensity. 119. Innovation. Easy. (Hang out with weird.) 120. Weird = Win. (Weird times.) 121. “The bottleneck is at the top of the bottle.” 122. Good Board = Weird Board. (At least, surprising.) 123. No contention, no progress.
    103. 104. EXCELLENCE. NO OPTION.
    104. 105. “ ‘ Disintermediation’ is overrated. Those who fear disintermediation should in fact be afraid of irrelevance—disintermediation is just another way of saying that … y ou’ve become irrelevant to y our customers .” —John Battelle/ Point/Advertising Age /07.05
    105. 106. Department Head to … Mana g in g Partner , IS [HR, R&D, etc.] Inc .
    106. 107. The “ PSF35 ” : Thirty-Five Professional Service Firm Marks of Excellence
    107. 108. The PSF35: The Work & The Legacy 1. CRYSTAL CLEAR POINT OF VIEW (E very Practice Group: “If you can’t explain your position in eight words or less, you don’t have a position”—Seth Godin) 2. DRAMATIC DIFFERENCE (“We are the only ones who do what we do”—Jerry Garcia) 3. Stretch Is Routine (“Never bite off less than you can chew”—anon.) 4. Eye-Appetite for Game-changer Projects (Excellence at Assembling “ Best Team”—Fast) 5. “Playful” Clients (Adventurous folks who unfailingly Aim to Change the World) 6. Small “Uneconomic” Clients with Big Aims 7. Life Is Too Short to Work with Jerks (Fire lousy clients) 8. OBSESSED WITH LEGACY (Practice Group and Individual: “Dent the Universe”—Steve Jobs) 9. Fire-on-the-spot Anyone Who Says, “Law/Architecture/Consulting/ I-banking/ Accounting/PR/Etc. has become a ‘commodity’ ” 10. Consistent with #9 above … DO NOT SHY AWAY FROM THE WORD (IDEA) “RADICAL”
    108. 109. Point of View!
    109. 110. R.POV8* *Remarkable Point Of View/8 Words or less/“If you can’t state your position in eight words or less you don’t have a position.” — SG
    110. 111. EXCELLENCE. ATTITUDE. TRANSFORMATION.
    111. 112. “ Purchasing Officer” Thrust #1 : Cost (at All Costs*) Minimization Professional ? Or/to: Full Partner-Leader in Lifetime Value-added Maximization ? (*Lopez: “Arguably ‘Villain #1’ in GM tragedy”/Anon VSE-Spain)
    112. 113. PSF Transformation: Credit De p artment/Trek Was Is Credit Dept Financial Services Hammer on dealers until Make dealers successful so they they pay CAN pay AR sold to 3 rd party Trek is the commercial financial commercial co. Company 23 employees 12 employees Oversee peak AR of $70M Oversee peak AR of $160M Identify risky dealers Identify opportunities Cost Center Profit Center No products Products: Consulting, MC/Visa, Stored value of gift cards, Gift card peripherals, Online payments Source: John Burke/0330.06
    113. 114. EXCELLENCE. UP THE LADDER.
    114. 115. The Value-added Ladder/ Stuff ‘n’ Things Goods Raw Materials
    115. 116. The Value-added Ladder/Stuff & Transactions Services Goods Raw Materials
    116. 117. The Value-added Ladder/ Opportunity-seeking Gamechanging Solutions Services Goods Raw Materials
    117. 118. Answer: PSF
    118. 119. EXCELLENCE. EXPERIENCE IT.
    119. 120. “ Ex p eriences are as distinct from services as services are from goods.” —Joe Pine & Jim Gilmore, The Experience Economy: Work Is Theatre & Every Business a Stage
    120. 121. “ Club Med is more than just a ‘resort’; it’s a means of rediscovering oneself, of inventing an entirely new ‘me.’ ” Source: Jean-Marie Dru, Disruption
    121. 122. EXCELLENCE. UP THE LADDER.
    122. 123. The Value-added Ladder/ Memorable Connection Spellbinding Experiences Gamechanging Solutions Services Goods Raw Materials
    123. 124. C X O* *Chief e X perience Officer
    124. 125. EXCELLENCE. DREAM IT.
    125. 126. DREAM : “A dream is a complete moment in the life of a client. Important experiences that tempt the client to commit substantial resources. The essence of the desires of the consumer. The opportunity to help clients become what they want to be.” —Gian Luigi Longinotti-Buitoni
    126. 127. EXCELLENCE. UP THE LADDER.
    127. 128. The Value-added Ladder/Emotion Dreams Come True Spellbinding Experiences Gamechanging Solutions Services Goods Raw Materials
    128. 129. Furniture vs. Dreams “We do not sell ‘furniture’ at Domain. We sell dreams . This is accomplished by addressing the half-formed needs in our customers’ heads. By uncovering these needs, we, in essence, fill in the blanks. We convert ‘needs’ into ‘dreams.’ Sales are the inevitable result .” — Judy George, Domain Home Fashions
    129. 130. C DM* *Chief Dream Merchant
    130. 131. EXCELLENCE. LOVE IT.
    131. 132. “ Brands have run out of juice. They’re dead.” —Kevin Roberts/Saatchi & Saatchi
    132. 133. Kevin Roberts: Lovemarks !
    133. 137. Tattoo Brand : What % of users would tattoo the brand name on their body?
    134. 138. Top 10 “Tattoo Brands”* Harley .… 18.9% Disney .... 14.8 Coke …. 7.7 Google .... 6.6 Pepsi .... 6.1 Rolex …. 5.6 Nike …. 4.6 Adidas …. 3.1 Absolut …. 2.6 Nintendo …. 1.5 * BRANDsense: Build Powerful Brands through Touch, Taste, Smell, Sight, and Sound , Martin Lindstrom
    135. 139. C L O* *Chief Lovemar k Officer
    136. 140. EXCELLENCE. THE STORY.
    137. 141. “ Storytelling is the core of culture.” — Branded Nation: The Marketing of Megachurch, College Inc., and Museumworld , James Twitchell
    138. 142. Best Story Wins! “A key – perhaps the key – to leadership is the effective communication of a story.” —Howard Gardner/ Leading Minds: An Anatomy of Leadership
    139. 143. Marke t Power = Stor y Power
    140. 144. C ST O* *Chief Storytelling Officer
    141. 145. The Irreducible209
    142. 146. 163. Own up. Quick. ( Denial. Cancer.) 164. Celebrate. Often . 165. 78 people = 78 approaches. (Each. Unique.) 166. Weed. Ceaselessly. (Prune. Stupid. Rules. Non-stop.) 167. Get out of the way. (You = The problem.) 168. Smile. Sunny. Optimism. (If it kills you.) 169. Flowers. (Cheery workplace.) 170. Enjoy. (Or get the hell.) 171. Be intolerant of “sour.” (1 = Major pollution) 172. No “quick trigger” on promotion. (Too important.) 173. Evaluation = Lots of study-time. 174. Evaluation = “Life or death” to evaluee. 175. “360” evaluation. No fad. 176. Exit when you’re done . (Done. Sooner than you think.)
    143. 147. EXCELLENCE. BEDROCK.
    144. 148. “ Management has a lot to do with answers. Leadership is a function of questions. And the first question for a leader always is: ‘ Who do we i ntend to be ?’ Not ‘What are we going to do?’ but ‘Who do we intend to be?’” —Max De Pree, Herman Miller
    145. 149. “ People want to be part of something larger than themselves. They want to be part of something they’re really proud of, that they’ll fight for, sacrifice for , trust.” —Howard Schultz, Starbucks ( IBD /09.05)
    146. 150. EXCELLENCE. PASSION.
    147. 151. “ Nothing is so contagious as enthusiasm.” —Samuel Taylor Coleridge
    148. 152. “ Most important, he u pp ed the ener gy level at Motorola.” — Fortune on Ed Zander/08.05
    149. 153. EXCELLENCE. BEDROCK.
    150. 154. Brand = Talent.
    151. 155. Organizing Genius / Warren Bennis and Patricia Ward Biederman “Groups become great only when everyone in them, leaders and members alike, is free to do his or her absolute best .” “The best thing a leader can do for a Great Group is to allow its members to discover their greatness .”
    152. 156. Leadership’s Mt Everest/Mt Excellence “free to do his or her absolute best” … “allow its members to discover their greatness.”
    153. 157. “ The role of the Director is to create a space where the actor or actress can become more than the y ’ve ever been before , more than the y ’ve dreamed of bein g.” —Robert Altman, Oscar acceptance
    154. 158. “ We are a ‘life Success Company”’ founder, RE/MAX
    155. 159. Our Mission To develop and manage talent; to apply that talent, throughout the world, for the benefit of clients; to do so in partnership; to do so with profit. WPP
    156. 160. “ Leaders ‘ do ’ people. Period.” —Anon.
    157. 161. Les Wexner : From sweaters to … p eo p le !
    158. 162. DD $21M
    159. 163. A review of Jack and Suzy Welch’s Winning claims there are but two key differentiators that set GE “culture” apart from the herd: First : Separating financial forecasting and performance measurement. Performance measurement based, as it usually is, on budgeting leads to an epidemic of gaming the system. GE’s performance measurement is divorced from budgeting—and instead reflects how you do relative to your past performance and relative to competitors’ performance; ie it’s about how you actually do in the context of what happened in the real world, not as compared to a gamed-abstract plan developed last year. Second : Putting HR on a par with finance and marketing.
    160. 164. EXCELLENCE. WOMEN. RULE.
    161. 165. “ AS LEADERS, WOMEN RULE : New Studies find that female managers outshine their male counterparts in almost every measure” Title , Special Report/ BusinessWeek
    162. 166. ???????? 6/44
    163. 167. “ Forget China, India and the Internet: Economic Growth Is Driven by Women .” —Headline, Economist , April 15, 2006, Leader, page 14
    164. 168. EXCELLENCE. INDIVIDUAL. BRAND YOU.
    165. 169. Core Mechanism : “Game-chan g in g Solutions” PSF (Professional Service Firm “model”/The Organizing Principle ) + Brand You (“Distinct” or “Extinct”/The Talent ) + Wow! Projects (“Different” vs “Better”/The Work )
    166. 170. “ You are the storyteller of your own life, and you can create your own legend or not.” —Isabel Allende
    167. 171. “ This is the true joy of Life, the being used for a purpose recognized by yourself as a mighty one … the being a force of Nature instead of a feverish, selfish little clod of ailments and grievances complaining that the world will not devote itself to making you happy.” —GB Shaw/ Man and Superman
    168. 172. EXCELLENCE. BEDROCK.
    169. 173. X.Step #1: Buy a Mirror!
    170. 174. “ The First s te p in a ‘dramatic’ ‘organizational change program’ is obvious— dramatic p ersonal chan g e !” —RG
    171. 175. “ You must be the change you wish to see in the world.” Gandhi
    172. 176. EXCELLENCE. REVENUE. MATTERS. MOST.
    173. 177. . “Everyone lives by sellin g something.” – Robert Louis Stevenson
    174. 178. Sell Sell Sell
    175. 179. C R O* *Chief Revenue Officer
    176. 180. The Irreducible209
    177. 181. 188. Handshake . (Quantity. Quality.) 189. Don’t fold your hands in front of your chest. Ever. (Never.) 190. Simplicity. Redundancy. Resilience. Bloody-mindedness. Visible optimism. (Success.) (Repeat.) 191. Employee Entrance = Guest Entrance. 192. Put the customer SECOND . (Thanks, Hal.) 193. Flowers. (Or did I say that before? No matter if I did.) 194. Big Mergers don’t work. Small acquisitions can/do work—if you don’t screw with their energy.
    178. 182. EXCELLENCE. 4/40.
    179. 183. Pathetic !
    180. 184. “ Forbes100” from 1917 to 1987 : 39 members of the Class of ’17 were alive in ’87; 18 in ’87 F100; 18 F100 “survivors” under p erformed the market by 20%; just 2 (2%), GE & Kodak , out p erformed the market 1917 to 1987. S&P 500 from 1957 to 1997 : 74 members of the Class of ’57 were alive in ’97; 12 (2.4%) of 500 outperformed the market from 1957 to 1997. Source: Dick Foster & Sarah Kaplan, Creative Destruction: Why Companies That Are Built to Last Underperform the Market
    181. 185. “ I am often asked by would-be entrepreneurs seeking escape from life within huge corporate structures, ‘How do I build a small firm for myself?’ The answer seems obvious: Bu y a ver y lar g e one and j ust wait .” —Paul Ormerod, Why Most Things Fail: Evolution, Extinction and Economics
    182. 186. “ When asked to name just one big merger that had lived up to expectations, Leon Cooperman, former cochairman of Goldman Sachs’ Investment Policy Committee, answered: I’m sure there are success stories out there, but at this moment I draw a blank.” —Mark Sirower, The Synergy Trap
    183. 187. “ I don’t believe in economies of scale. You don’t g et better b y being bi gg er. You g et worse .” —Dick Kovacevich/Wells Fargo/ Forbe s/08.04 (ROA: Wells, 1.7%; Citi, 1.5%; BofA, 1.3%; J.P. Morgan Chase, 0.9%)
    184. 188. 4/40
    185. 189. De-cent-ral-iz- a-tion!
    186. 190. Ex-e- cu-tion!
    187. 191. “ We have a ‘strategic plan.’ It’s called doin g thin g s .” — Herb Kelleher
    188. 192. “ Execution is the j ob of the business leader.” —Larry Bossidy & Ram Charan/ Execution: The Discipline of Getting Things Done
    189. 193. “ Execution is a s y stematic p rocess of rigorously discussing hows and whats, tenaciously following through, and ensuring accountability.” —Larry Bossidy & Ram Charan/ Execution: The Discipline of Getting Things Done
    190. 194. “ The person who is a little less conceptual but is absolutely determined to succeed will usually find the right people and get them together to achieve objectives. I’m not knocking education or looking for dumb people. But if y ou have to choose between someone with a sta gg ering IQ and an elite education who’s g lidin g alon g , and someone with a lower IQ but who is absolutel y determined to succeed, y ou’ll alwa y s do better with the second p erson .” —Larry Bossidy/ Execution: The Discipline of Getting Things Done
    191. 195. Ac-count-a-bil-ity!
    192. 196. “ GE has set a standard of candor. … There is no puffery. … There isn’t an ounce of denial in the place .” —Kevin Sharer, CEO Amgen, on the “GE mystique” (Fortune)
    193. 197. 6:15A.M.
    194. 198. ???????? Work Hard > Work Smart
    195. 199. EXCELLENCE. LEADING.
    196. 200. Leadership 23
    197. 201. Leadership23 1. Enthusiasm. Energy. Exuberance. 2. Action. Execution. 3. Tempo. Metabolism. 4. Relentless. 5. Master of Plan B. 6. Accountability. 7. Meritocracy. 8. Leaders “do” people. Mentor. (“Success creation business.”) 9. Women. Diversity. 10. Integrity. Credibility. Humanity. Grace. 11. Realism. 12. Cause. Adventures. Quests. 13. Legacy. 14. Best story wins. 15. On the edge. (“Wildest chimera of a moonstruck mind.”) 16. “Reward excellent failures. Punish mediocre successes.” 17. Different > Better. (“Only ones who do what we do.”) 18. MBWA. Customer MBWA. 19. Laughs. 20. Repot. Curiosity. Why? 21. You = Calendar. “To Don’t.” Two. 22. Excellence. Always. 23. Nelsonian! (“Other admirals more afraid of losing than anxious to win.”)
    198. 202. Kevin Roberts’ Credo 1 . Ready. Fire! Aim. 2. If it ain’t broke ... Break it! 3. Hire crazies. 4. Ask dumb questions. 5. Pursue failure. 6. Lead, follow ... or get out of the way! 7. Spread confusion. 8. Ditch your office. 9. Read odd stuff. 10. Avoid moderation !
    199. 203. EXCELLENCE. STRETCH.
    200. 204. 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. Michelangelo
    201. 205. “ Beware of the tyranny of making Small Changes to S mall Things. Rather, make Bi g Changes to Bi g Things.” —Roger Enrico, former Chairman, PepsiCo
    202. 206. “ Reward excellent failures. Punish mediocre successes.” Phil Daniels, Sydney exec
    203. 207. EXCELLENCE. TRANSCENDENCE. THRILLS.
    204. 208. Radicall y Thrillin g Lan g ua g e! “ Radically Thrilling.” — BMW Z4 (ad)
    205. 209. C T O* *Chief Thrills Officer
    206. 210. S y non y ms Purity Transcendence Virtue Elegance Majesty Anton y ms Mediocrity
    207. 211. C T O* *Chief Transcendence Officer
    208. 212. EXCELLENCE. WOW. NOW.
    209. 213. “ It’s alwa y s showtime.” —David D’Alessandro, Career Warfare
    210. 214. C W O* *Chief WOW Officer
    211. 215. EXCELLENCE. LET. US. MARCH.
    212. 216. “ In classical times when Cicero had finished speaking, the people said, ‘How well he spoke,’ but when Demosthenes had finished speaking, they said, ‘ Let us march .’” —Adlai Stevenson
    213. 217. Let us march .
    214. 218. “ Never doubt that a small group of committed people can change the world. Indeed it is the only thing that ever has.” —Margaret Mead
    215. 219. EX CELLE ALW AYS .
    216. 220. Bonus
    217. 221. The Irreducible209
    218. 222. A frustrated participant at a seminar for investment bankers in Mauritius listened impatiently to my explanation of differences of opinion among me, Mike Porter, Gary Hamel, Jim Collins, etc. Finally, he’d had enough. “ What , i f an y thin g,” he asked , “do y ou believe ‘for sure ’?” I mumbled something, but his query started rumbling around in my mind. Three days later, wandering on a Sunday in London, the idea of “the irreducibles” occurred to me—and I started jotting down notes on stuff I do indeed believe “for sure.” Before I knew it, a few days later, the list had grown to 209 items. Hence “The Irreducible209” that follows. Tom Peters
    219. 223. 1. Hare 1, Tortoise 0. (Hare-y times.) 2. Tempo. (O.O.D.A.) 3. MBWA. 4. Appreciation. (“Motivator” #1.) (Can’t be faked. Good.) 5. Decency. 6. Hurry. 7. Time out. 8. One matters. 9. Big change. Short time. (Alt not work.) 10. Excellence. Always. 11. Passion. Energy. Hustle. Enthusiasm. Exuberance. (Move mountains. No alt.) 12. You must care. 13. Emotion. 14. Hard is soft. (Soft is hard.)
    220. 224. 15. Men. Women. Different. Contend. Connect. 16. Women. Buy. All. (RU listening?) 17. Quality. (“Mind-blowing.” Beyond 6-Sigma.) 18. Re-invent. Re-pot. (Required.) 19. Jaywalk. 20. Big change. Small # of people. (Always.) 21. Experiment. Now. 22. Failure. Normal. 23. Most failures, most success. (Fail. Forward. Fast.) 24. “Reward excellent failures. Punish mediocre successes.” 25. Women leaders. (Altered times.) 26. Extremism. (Good business. Bad politics.) 27. Innovation source. Only. Extreme irritation. 28. Smile.
    221. 225. 29. You must care. 30. Mentor. (Highest ROI.) 31. Best “roster” wins. 32. Wow. (Okay in biz.) 33. We all have customers. (Biz. Personal.) 34. All contacts = Experiences. 35. Cirque du Soleil. (Peerless.) 36. Leaders create space for growth. 37. Quests. (Only.) 38. High aspirations, “high” results. (Self-fulfilling prophecy.) 39. Attitude 1, Skills 0. (Mostly.) (Attitude 1, Skill 0.3?) 40. Sometimes: Skill 1, Attitude 0.1. 41. Must “love,” not “like.” 42. Wegman’s.” (No excuses. “Mere” groceries.) 43. Less than your best. Cheating.
    222. 226. 44. Brand You. (No alt.) 45. Self-sufficiency. (Biggest LT turn-on.) 46. In the moment. 47. The moment wins. 48. Tomorrow = Never. 49. Action 1, Plan 0.1. 50. “Execution” can be a “system.” 51. Realism. 52. Own up. Move on. 53. Accountability. 54. Work hard > Work smart. (Mostly.) 55. Feedback. Necessary. Fast. (R.F.A. in “ RFA times.”) 56. Customers. Listen. Lead. (Paradox.) 57. “On stage.” Always. (GW, FDR, RG = Supreme actors.)
    223. 227. 58. Master statistical analysis. 59. Excellence = Set the table. 60. Legacy. (Will it have mattered?) 61. “Great.” (Why not?) 62. Radicals rule. (Think … Olympics.) 63. !!! = Good. 64. Red 1, Brown 0. (Red times.) 65. Talk. Listen. (“Big 2.” Master.) 66. Politics. (Normal-inevitable state of affairs. Master.) 67. Student. Forever. 68. “Why?” (Question #1.) 69. Don’t belittle. 70. Respect. 71. All we have: this moment. (“Moments matter most”?) 72. Now. (Procrastination. Death.)
    224. 228. 73. Exercise. 74. Paint. (Leader. Portraits of Excellence.) 75. Best stor y wins . 76. “You must be the change you wish to see in the world.” 77. Two “big ones.” Max. (Priorities.) 78. No “I” in Team. (“I” in Win.) 79. “I” in Win. (No “I” in Team.) 80. Different 1, Better 0. (Better = 0.1) 81. Imitation = Mistake. (Learn, from who?) 82. Choose/battle the “right” competitor. 83. Schools. Creativity. Entrepreneurship. (Not.) 84. MBAs. Creativity. Entrepreneurship. Leadership. (Not.) 85. Design. Under-rated. Wildly. (Still.) (Everything.)
    225. 229. 86. You = Calendar. (Calendar. Never. Lies.) 87. Laugh. 88. Handshake. (Quantity. Quality.) 89. Don’t fold your hands in front of your chest. Ever. (Never.) 90. Grace. (“Works” in biz.) 91. Weird. Wins. (Weird times.) 92. Crazy times. Crazy orgs. 93. Internet. All. 94. Women. Boomers-Geezers. Market. All. 95. Passion. (Repeat. So what?) 96. Energy. (Repeat. So what?) 97. Hustle. (Repeat. So what?) 98. Enthusiasm. (Repeat. So what?) 99. Exuberance. (Repeat. So what?) 100. Smile. (Repeat. So what?) 101. Care. (Repeat. So what?)
    226. 230. 102. Simplicity. Redundancy. Resilience. Bloody- mindedness. Visible optimism. (Success.) 103. Act. (Repeat. So what?) 104. Appreciate. (Repeat. So what?) 105. Fun. (Biz. Why not?) 106. Joy. (Biz. Why not?) 107. Sales = Life. 108. Marketing = Life. 109. Long-term. “Top line.” 110. Great company = Creates the most individual success stories. (RE/MAX) 111. Talent first, performance byproduct. 112. Sustained Wow* 1, “Shareholder value,” 0.2 (*Product, People.) 113. Commitment, by invitation only. 114. Creativity, by invitation only. 115. HR = #1. (Ought to.) 116. Face-to-face. (5K miles, 5 minutes.)
    227. 231. 117. Negotiation. Make all winners. (Save face.) 118. Grace makes enemies friends. 119. Network. 120. Invest in relationships . (Think ROIR . Return On Investment in Relationships.) 118. Relationship investment. Forethought. Calendar item. Intensity. 119. Innovation. Easy. (Hang out with weird.) 120. Weird = Win. (Weird times.) 121. “The bottleneck is at the top of the bottle.” 122. Good Board = Weird Board. (At least, surprising.) 123. No contention, no progress.
    228. 232. 124. “Crucial conversations.” “Crucial confrontations.” (Study. Learn. Do.) 125. Honest feedback. 126. Gaspworthy. Yes. 127. “Insanely great.” 128. “Astonish me.” 129. “Make it immortal.” 130. “Will you remember it in 20 years?” 131. No small opportunities. (Reframe.) 132. One playmate, one playpen = Enough. 133. End run. Sensible. 134. Allies are there for the finding. 135. Find successes. Build on successes. (Pos > Neg. Encourage > Fix.) 136. Somebody’s doing it today. Find ’em. 137. Someone is living 2016 in 2006. (Find ’em. Study ’em.)
    229. 233. 138. Don’t “benchmark,” “futuremark.” (2016. Happening. Somewhere.) 139. “PMA.” It works. 140. There are no experts. (You are the expert.) 141. Life is short. 142. “Sustained success.” Fat chance. Make today matter. (“Sustained.” Ha.) 143. Collaborate. (Networked world.) 144. Go solo. (Individual. Unit of Intellectual Capital.) 145. There are no “perfect” plans. (Do. Wins.) 146. Plans motivate. (Right or wrong. Sense of purpose.) 147. Never rest. 148. Get some sleep. 149. Winning = Embracing paradox. 150. Ambiguity = Opportunity.
    230. 234. 151. Resilience. 152. Relentless-ness. 153. None. Above. Comeuppance. (GM. Sears. U.S. Steel. DEC.) 154. Be yourself. Period. 155. Never work with jerks. Including customers. (Life. Too short.) 156. Under-promise, over-deliver. 157. Talent. (Powerful word.) 158. “Customer = Anyone whose actions affect your results.” 159. Competition stinks. (Seek the soft spots where you can dominate.) 160. K.I.S.S./Keep It Simple, Stupid. 161. Beauty. (Good biz word.) 162. “See the beauty in a hamburger bun.” (Go. Ray.)
    231. 235. 163. Own up. Quick. ( Denial. Cancer.) 164. Celebrate. Often. 165. 78 people = 78 approaches. (Each. Unique.) 166. Weed. Ceaselessly. (Prune. Stupid. Rules. Non-stop.) 167. Get out of the way. (You = The problem.) 168. Smile. Sunny. Optimism. (If it kills you.) 169. Flowers. (Cheery workplace.) 170. Enjoy. (Or get the hell.) 171. Be intolerant of “sour.” (1 = Major pollution) 172. No “quick trigger” on promotion. (Too important.) 173. Evaluation = Lots of study-time. 174. Evaluation = “Life or death” to evaluee. 175. “360” evaluation. No fad. 176. Exit when you’re done . (Done. Sooner than you think.)
    232. 236. 177. Today. Now. My Project. Am. Is. I. Period. 178. “Beautiful” systems. (Good biz phrase. Not oxymoron.) 179. Build on strengths > Fix weaknesses. 180. “To don’t” = “To do.” (“To don’t” > “ To do” ?) 181. Leaders “Do” People. (Period.) 182. Leaders enjoy leading. 183. Serious leadership training = Serious. 184. Priorities. Obvious. (Or else.) 185. 5 “Priorities” = 0 Priorities. (3 “Priorities” = 0 Priorities?) 186. People. First. Last. Always. 187. It. Is. Always. The. People.
    233. 237. 188. Handshake. (Quantity. Quality.) 189. Don’t fold your hands in front of your chest. Ever. (Never.) 190. Simplicity. Redundancy. Resilience. Bloody-mindedness. Visible optimism. (Success.) (Repeat.) 191. Employee Entrance = Guest Entrance. 192. Put the customer SECOND. (Thanks, Hal.) 193. Flowers. (Or did I say that before? No matter if I did.) 194. Big Mergers don’t work. Small acquisitions can/do work—if you don’t screw with their energy.
    234. 238. 195. Instinctively “head for the front line.” (In all contexts.) 196. Success = DDMMPR/"D-squared, M-squared, PR” = D ram D iff + M oney-Financial Acumen + Good “ M arketing” Instincts + Stellar P eople + R esilience (The “fab five”: What. Every. Small. Biz. Needs.) (Big too.) 197. Core Mechanism (“Game-changing Solutions”): PSF (Professional Service Firm “model”) + Wow! Projects (“Different” vs “Better”) + Brand You (“Distinct” or “Extinct”) 198. 2011/2016 has already happened. Find it.
    235. 239. 199. Kids “know” kids. Oldies “know” oldies. Women “know” women. (Staff accordingly.) 200. Everybody is my customer. 201. Cosset “vendors.” 202. I want to run a Housekeeping department. (And you?) 203. The military doesn’t follow the “military model.” (Initiative = Excellence.) 204. No such thing as “going to absurd lengths” to serve the Customer. (HSM & Lefties.) 205. Forget the “customer.” All = “Clients.” 206. It takes decades to get over “sleights.” (So don’t sleight.) 207. Don’t “dumb down.” Ever.
    236. 240. 208. NO LESS THAN EXCELLENCE. EVER. 209. EXCELLENCE. ALWAYS.
    237. 241. EXCELLENCE. ALWAYS.
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