Over the course of the last three years, always looking for a new format for presenting my core beliefs, I’ve been having fun playing around with “Hs.” Started with three [You’ll find the original “3H” presentation at Part 23, APPENDIX II ] , grew to 15—each one capturing a central idea associated with Excellence, tested management practices and organizational effectiveness. This is “m y best shot” — 3,500+ slides encom p assin g the thin g s that matter most to me in 2012, and the thin g s that have mattered most since the p ublication of In Search of Excellence 30 y ears ago . I’ve given well over … 2,500 presentations … of this material in the last three decades [in 67 countries], all using slides—clunky old glass mounts for the longest time and then PowerPoint. It’s the medium I’m most comfortable with. Hence this effort to “say it [almost] all” is offered in PowerPoint format. What’s new— completely new for me —is an effort to achieve some sort of “life closure” and “total comprehension” via the use of very extensive annotation. Probably 100,000+ words of annotations! Combine these extensive annotations and the slides themselves and you’ve likely got 125,000 words—that is, a 500-page book’s worth of text. (The unabashed goal indeed is to move from the “catchy” idea on the slide to coherent explanatory text.) I earnestly hope you enjoy using “this stuff” half as much as I have enjoyed putting it together— and find numerous things you can “steal;” that’s the whole idea! Note : I have not used the PowerPoint annotations feature, because most people, I have observed, skip over the annotations— it’s my goal, as usual, to be “in your face.”
In Search of Excellence /1982-2012 Launching Excellence PART 1 of 23 EXCELLENCE NOW “ The 15H Theory of Everything” Tom Peters/1 January 2012/excellencenow.com
Dick Anderson … my U.S. Navy Seabee commanding officer in Vietnam who taught me “Can do” Bob Waterman … my joined-at-the-hip co-author, In Search of Excellence Warren Bennis … my intellectual and moral mentor 1982-present Herb Kelleher … for whom “people first” is not a slogan but a way of life Dilma Rousseff … who assures us that this will be “the women’s century”
“ Business has to give people enriching, rewarding lives … or it's simply not worth doing .” — Richard Branson
Epigraph/s “ Business has to give people enriching, rewarding lives … or it's simply not worth doing.” —Richard Branson “ We have a strategic plan. It’s called ‘doing things.’ ” —Herb Kelleher “ Execution is strategy.” —Fred Malek “ There is absolutely nothing that beats hard work.” —Sallie Krawcheck “ Courtesies of a small and trivial character are the ones which strike deepest in the grateful and appreciating heart.” —Henry Clay “ Avoid moderation.” —Kevin Roberts “ You know a design is cool when you want to lick it.” —Steve Jobs “ This will be the women’s century.” —Dilma Rousseff “ Be the best. It’s the only market that’s not crowded.” —George Whalin
Translating the Epigraphs People [REALLY] first! Action! Action! Action! Execution is strategy! Basics win!/Out work ’em! Little gestures matter most! Re-imagine! “ Wow” or bust! Women’s century! EXCELLENCE! NOW!
Choosing an epigraph/epigraphs—the toughest task of all! (Truly.)
Please re-read and think long and hard on this one! (Please.)
“ Business has to give people enriching, rewarding lives … or it's simply not worth doing .” — Richard Branson
“ REALLY putting people first” … is a or the principal theme of this Master Presentation. Examine this starting point very carefully—if “it” is not terrific for the people doing the work—then one ought not do the work. Yes? No? (The answer is obvious … to me.) (And you?)
No sensible rationale for keeping you in suspense for the next 2,500+ slides. What follows is a précis of the “bottom line” for my 3-part harmony …
Summary: The Moral Basis For & societal Role of Enterprise Really first things before first things 15H (The Theory of Everything)
Summary: The Moral Basis For & societal Role of Enterprise
The financial-economic meltdown of 2008++ has a bundle of causes. But the excess revealed on Wall Street was arguably part of a much larger managerial problem. Standards of enterprise stewardship were found wanting, to say the least. To address this larger issue is imperative.
“ Managers have lost dignity over the past decade in the face of wide spread institutional breakdown of trust and self-policing in business. To regain society’s trust, we believe that business leaders must embrace a way of looking at their role that goes beyond their responsibility to the shareholders to include a civic and personal commitment to their duty as institutional custodians. In other words, it is time that management became a profession.” —Rakesh Khurana & Nitin Nohria, “It’s Time To Make Management a True Profession,” HBR/10.08
I’ll expand on this assertion before we get into the “meat and potatoes” of achieving organization Effectiveness/EXCELLENCE. Or, rather … there is, in fact, no way to proceed to the so-called “meat and potatoes” unless or until we agree on this bit!
Summary: Really first things before first things
As an engineer and MBA by training, I’m inclined toward a logical/linear approach to laying out my seminars. Fine as far as it goes. But … There is a handful of topics (I’ve chosen 5 ) that beg for urgent attention— that is, are opportunities of the first order. Rather than “get to them when it makes sense” in the larger scheme of things, I simply decided to … PUT THEM FIRST .
Five First Things Before First Things: Core Values/ Sustainable Competitive Advantages/Pillars of EXCELLENCE 1. EXCELLENCE … First-line management cadre as engine of enterprise performance! 2. EXCELLENCE … Value-added opportunity #1 through seamless cross-functional integration! 3. EXCELLENCE … “Strategic” listening as peerless enterprise differentiator! 4. EXCELLENCE … Seizing the stupendous aging market opportunity! 5. EXCELLENCE … “Hated” meetings as premier leadership tool for development/“culture”/direction.
As I said … matchless opportunities, any one of which can be “picked off” and run with. RIGHT NOW. AND WITHOUT FURTHER ADO.
All you need to know … Hilton (Conrad Hilton) Hiram/Horatio i (Hiram U.S. Grant/Horatio Nelson) Howard/Homer (Howard Schultz/Homer) Henry I (Henry Clay) Herb (Herb Kelleher) Helgesen/Horatio II (Sally Helgesen/Horatio Alger) Henry II/Hayek (Henry Ross Perot/F.A. Hayek) Hamel (Gary Hamel) Hill (Vernon Hill) Harley (Harley Davidson) Handy (Charles Handy) Hartville (Hartville Hardware) Heather/Helen (Heather Schultz/Helen Greiner) Hewlett (Bill Hewlett/Hewlett-Packard) Hsieh/Hillis (Tony Hseih/Danny Hillis)
All You Need to Know: The 15H Theory of Everything *Conrad Hilton/ EXECUTION is Strategy!/Sweat the details! *Hiram (U.S.) Grant/Horatio Nelson/ RELENTLESS!/OFFENSE! *Howard Schultz/Homer/ Your CALENDAR Knows!/Best STORY Wins! *Henry Clay/ BIG payoff from SMALL COURTESIES! *Herb Kelleher/ It’s Alwa y s All about the PEOPLE !!!!!!!!! *Sally Helgesen/Horatio Alger/ It’s a BRAND YOU World!/Distinct or extinct! *H. Ross Perot/F.A. Hayek/ WHOEVER TRIES THE MOST STUFF WINS! *Gary Hamel/ You ARE who you SPEND TIME with! *Vernon Hill/ “TGRs”! [Things Gone RIGHT]/Little BIG Things! *Harley Davidson/ EXPERIENCE It!/Every Moment MEMORABLE! *Charles Handy/ Design Is EVERYTHING!/ Everything is DESIGN! *Hartville Hardware/ MONOPLY through EXCELLENCE ! *Heather Schultz/Helen Greiner/ WOMEN Buy!/WOMEN Roar!/WOMEN Rule! *Hewlett Packard/ Make Our Customer a RAGING SUCCESS! *Tony Hsieh/Danny Hillis/ Only WOW!/We Ain’t Seen Nothin’ Yet!!
The BIG 15.1 1. EXECUTION is strategy! SWEAT & SWEAT the DETAILS! 2. Never RELENT! Keep MOVING! OFFENSE! 3. You = Your CALENDAR. NEVER LOSE TOUCH! STORY Time! 4. OBSESS: “Small” Courtesies Move MOUNTAINS! 5. People FIRST. (And 2 nd & 3 rd & 4 th & …) 6. BRAND YOU. Stand Out or Stand Down. NO OPTION. 7. “Ready. FIRE! Aim.” TRY It … NOW! FAIL FORWARD FAST! 8. You BECOME Who You HANG OUT With: CHOOSE WISELY! 9. OBSESS: “THINGS GONE RIGHT”! POWER: Little BIG Things! 10. Make EVERY Contact a MEMORABLE EXPERIENCE! 11. Everything is DESIGN! Design is EVERYTHING! 12. MONOPOLY-Anywhere-Everywhere-Through-EXCELLENCE! 13. WOMEN Buy! WOMEN Roar! WOMEN Rule! 14. “Satisfaction++”: Every Customer a … RAGING SUCCESS! 15. 100% “WOW”! WE AIN’T SEEN NOTHIN’ YET!
The BIG 15.2 1. EXECUTION! 2. RELENTLESS! 3. IN TOUCH! 4. “Small” COURTESIES! 5. People FIRST. 6. BRAND YOU! 7. TRY IT! 8. “HANG OUT” Power! 9. “Things Gone RIGHT”! 10. 100% MEMORABLE Moments! 11. DESIGN! 12. MONOPOLY-Through-EXCELLENCE! 13. WOMEN Buy! WOMEN Roar! WOMEN Rule! 14. CUSTOMER “SUCCESS”! 15. 100% “WOW”!
Summary: The Moral Basis For & societal Role of Enterprise Really first things before first things 15H (The Theory of Everything)
MORAL Basis for Enterprise Organizations Exist to SERVE. Leaders Exist to SERVE. FIRST THINGS before FIRST THINGS: “To Do” A. Build the ABSOLUTE BEST Cadre of 1 st LINE MANAGERS … or BUST! B. Cross-functional EXCELLENCE: OBSESS on the SOCIAL Factors! C. EXCELLENCE in LISTENING = Differentiator #1: IMPLEMENT It Now! D. TRILLION$$$ at Stake: DOMINATE the Boomer+ Market! E. MEETINGS = Leadership/“Culture change” Tool #1. Headlines from the 15 “Hs” 1. FANATIC about EXECUTION! SWEAT & SWEAT (& SWEAT) the Details! 2. Never RELENT! Keep MOVING! OFFENSE! 3. You = Your CALENDAR! ENTHUSIASM Trumps All! Best STORY Wins! 4. NO STONE UNTURNED: “Small” Courtesies Move MOUNTAINS! 5. People FIRST. (And 2 nd & 3 rd & 4 th & …) 6. BRAND YOU World! “DISTINCT or Extinct.” NO OPTION. 7. ACTION. NOW. “Blame NOBODY. Expect NOTHING. Do SOMETHING.” 8. You = [All] Who You HANG OUT With: CHOOSE STRATEGICALLY! 9. MAXIMIZE-Measure-Obsess on TGRs/“Things Gone RIGHT”! 10. Scintillating EXPERIENCE: Make EVERY Contact MEMORABLE! 11. Great DESIGN Differentiates Anything-Everything DRAMATICALLY! 12. Seek MONOPOLY-Through-OUTRAGEOUS-Commitment-to-EXCELLENCE! 13. WOMEN Buy! WOMEN Roar! WOMEN Rule! 14. Satisfaction+++: Make EVERY Customer a … RAGING SUCCESS! 15. No less than … 100% “WOW”! WEIRD STUFF COMING!
MORAL Basis for Enterprise/SUMMARY FIRST things before FIRST Things/SUMMARY. 15H/SUMMARY. The whole enchilada. (1-SLIDE “KEY POINTS” FROM EACH SECTION ARE ATTACHED AS AN APPENDIX.) All yours …
After a long seminar, a very senior exec said to me that he was “paying me the ultimate compliment.” [Wow.] That there had been “nothing new” in my presentation. [Whoops.] Instead it had amounted to a … “blinding flash of the obvious.” That is, I offered a technicolor reminder that what gets us in trouble—in 1812 or 1912 or 2012 or, doubtless, 2012 B.C.—is failing to attend to the basics of human behavior. The prior summary slides that encapsulate this massive presentation include no obscure formulas or 22 nd century insights. They are, indeed, what I think are … the Eternal Basics . And I hope for some of you they will merit the status of … “a blinding flash of the obvious”!
Wall Street Journal asks banking superstar Sallie Krawcheck for her “secret of success”: “ There is absolutel y nothin g that beats hard work . You hoped when you were coming out of college that you were the smartest. It turned out none of us are. But I could sure outwork a lot of folks.”
comment @ tompeters.com "As an attendee of the CO-OP Financial Services Conference, I had the opportunity to see Tom's presentation on 6/1/07. … Tom helped remind me of wh y I decided to acce p t the CEO p osition at m y credit union nearl y seven y ears a g o. His p resentation also served as a much needed sla p in the face b y showin g me how much I have unintentionall y stra y ed from the ori g inal vision I was g iven. I have allowed the influences of g enerall y well intended external forces to move me, and therefore m y credit union, off track . As a result, we have become entirely too wrapped up with trying to be ‘one of the big guys,’ way too risk averse, afraid to fail and slow to act as a result of ‘paralysis by analysis.’ It's time to change all of that!”
What do I do for a living? I don’t offer sophisticated strategies to conquer markets. And I don’t trade in marketing secrets. I am simply the Reminder-in-Chief of the obvious. To tuck the shower curtain in. Not to get stuck behind a desk. To stop talking and start doing. That kindness & appreciation underpin lasting relationships. And that lasting relationships are more or less “everything.” That evident respect is the ultimate “motivator.” That there’s no substitute for enthusiasm. That pursuing EXCELLENCE makes getting up in the morning worthwhile. Obvious stuff. And oh so often missing. And when missing, invariably the source of dashed dreams and outright failure—at the corner store or Fortune 50 firm.
The simple fact is that this is a “summa” of sorts. Hence the themes will be ones I’ve harped about before—some have been my staples for decades! Yet I contend that this is … BRAND NEW … material! I have my own definition of new. “New” does not mean “just featured” at this blog or that, in this new book or that, etc. As I see it, an idea remains “new” and “fresh” until it is widel y im p lemented! Onl y when that hurdle is p assed does it become “old hat .” For example, I’ve shouted “People 1 st ” for 30+ years. But the company that truly “puts people 1st” remains among the minority. Hence, in this presentation my largest section (H5) is on “people stuff”—we ain’t there yet, not by a long shot! By my lights, then, it remains a “hot topic”!
The world is wildly gyrating on every dimension—geopolitical, scientific, commercial. Hence we all must learn to live … fulltime … out of our comfort zones. We must rudely and bluntly challenge our own thinking and that of our colleagues … every day. This is excruciatingly difficult—especially if you or your organization is successful. Doing what worked yesterday is always (!) the “default option.” Thing is, that doesn’t work anymore! (Hence I have declared the Eleanor Roosevelt quote to be the #1 “most important slide” in this entire presentation!)
Excellence . Always. If not Excellence, what? If not Excellence now, when?
Excellence. Now. 1-page Summaries: Moral Basis of Enterprise. Really First Things Before First Things. 15 H Theory of Everything.
MORAL Basis of Enterprise/Key Ideas ENOUGH!/Limits! (Thank you Jack Bogle/author of Enough!— with the exclamation mark in the title.) “BE OF SERVICE” as SOLE BASIS for organizational existence! Leaders as SERVICE PROVIDERS to their teams. MORAL RESPONSIBILITY for all actions. Leadership as SACRED TRUST. EXCELLENCE as DAILY aspiration/way of life. Organizations FIRST AND FOREMOST offer matchless opportunities for individual growth. “Memories that last a lifetime” are invariably about HELPING OTHERS GROW. “PEOPLE FIRST” AND PROFITS ARE WHOLLY COMPLEMENTARY. PROFIT is a DERIVATIVE concept.
First-line Supervisors Rule!/Key Ideas 1 st line supervisors LITERALLY #1 key to Productivity/Retention/Quality of work “Important” but rarely an OBSESSION. Ought to be/MUST be an OBSESSION! CADRE of 1 st line supervisors supreme/ discrete “balance sheet” ASSET. SELECTION & DEVELOPMENT of 1 st line supervisors is STRATEGIC issue/opportunity. Starting point: BEST 1 ST LINE SUPERVISOR TRAINING IN INDUSTRY. 1 st line “supervisor” as epitome of a LEADER. 1 st line supervisor CADRE more important than ANY OTHER population in the organization!
Opportunity #1: XFX/Cross-functional EXCELLENCE/Key Ideas Virtually all sizes and classes of organization: XFX = STRATEGIC OPPORTUNITY #1 “Lets do lunch”: SOCIAL FACTORS, not processes or software, are XFX key!!! XFX: METICULOUS/PLANNED/EVALUATED DEVELOPMENT OF XF FRIENDSHIPS. PUBLICLY HONOR support from other functions. “C(I)” > “C(E)”: INTERNAL CUSTOMER DEVELOPMENT/MAINTENANCE more important than external customer maintenance. “SUCK DOWN FOR SUCCESS”: Essential work done two or three levels “down” in the organization—nurture network “down there.” REALLY putting XFX at the TOP of your agenda: AT LEAST ONE CONCRETE ACTION DAILY!
Strategic Listening/Key Ideas Key word: LISTENING Key word: STRATEGIC “Strategic listening” arguably #1 COMPETITIVE ADVANTAGE re our PEOPLE, our CUSTOMERS, our PRODUCTS, our VENDORS, our COMMUNITIES. IN-effective leaders: TALK EFFECTIVE leaders: LISTEN Effective/AGGRESSIVE listening: A FULL-FLEDGED “PROFFESION.” (“MASTERY” the same as for chemistry, chess) LISTENING/ASKING = Leader SKILL #1. 1OO%: TRAINED in listening (CEO to RECEPTIONIST) (Become a student: There’s an extensive “LISTENING LITERATURE.”)
Boomer-Geezer Bonanza$$$$$/Key Ideas BOOMER TURNS 65 EVERY 8 SECONDS FOR THE NEXT 20 YEARS!!/Will inherit $8 TRILLION+ At 50 … HALF of adult life left! Boomers+ highest net worth group; by far highest disposable income; 7 of 13 cars owned in lifetime purchased after 50; 55+ heaviest Internet users in key categories. BOOMER WOMEN BONANZA = MINDBOGGLING!! BUSINESSES VERY SLOW [STUPID] GRASPING THIS STAGGGERING 25-YEAR-LONG OPPORTUNITY. New “micro-marketing” wondrous, but REAL gold mine TWO UNDERSERVED “MACRO-MARKETS”: WOMEN (covered later), BOOMERS-GEEZERS.
Meetings as Leadership Tool #1//Key Ideas We are how we spend our TIME. MEETINGS ARE HOW LEADERS SPEND MOST OF THEIR TIME. Hence: Meetings are WHAT LEADERS DO . Hence: EVERY MEETING A PRICELESS LEADERSHIP OPPORTUNITY —or a squandered opportunity. Meetings are a leader’s THEATER. SERIOUS PREP for EVERY meeting. Meeting as principal platform to model EXCELLENCE ENTHUSIASM ENGAGEMENT LEARNING; and re-enforce CORPORATE VALUES.
EXECUTION/H1/Conrad Hilton/Key Ideas Execution IS strategy! Execution is “THE LAST 95%” of success. Forget competitors: We have met the enemy and he is us … LOUSY Execution! Execution per se is leader’s EXPLICIT/VISIBLE/ CONSTANT responsibility/obsession. Execution is a SYSTEMATIC PROCESS. REALISM is near the heart of execution success. > half of EVERY presentation should be devoted to Execution/Implementation. Hire people who obviously “GET OFF ON” the nuts & bolts of execution. To “do” execution brilliantly means being obsessed with the “people part” of leadership. Love it or leave it: Execution is about POLITICS!
RELENTLESS/H2/H. Ulysses Grant//Key Ideas Hiram Ulysses Grant: NEVER TURN BACK! (Not an INCH!) Winners excel at “Plan B.” 100% people in history books: RELENTLESS to the point of near [or true] insanity. “Know when to hold ’em, know when to fold ’em”: Never fold if you want to make a BIG DIFFERENCE. “Reasonable” people don’t turn the world upside down. Needed in 100% of employees: RESILIENCE. Hire and promote for DEMONSTRATED resilience. Horatio Nelson: OFFENSE! Seek victory rather than avoidance of defeat: Nelson’s key [and DIFFERENTIATING] trait.
You ARE Your Calendar/H3/Howard Schultz/Key Ideas Come hell and High water: In touch/SCHULTZ VISITS > 25 STARBUCKS PER WEEK. MBWA/Managing By Wandering Around. For a leader: “IT’S ALWAYS SHOWTIME.” You ARE how you spend your time. Calendars NEVER LIE. “To DON’TS” more important than “To dos”! Drucker on #1 success key: FOCUS ON ONE THING AT A TIME. Explicit: HIRE FOR ENTHUSIASM 100% OF JOBS. “Best story wins”: MASTER art of STORYTELLING. (Matchless PRACTICAL value.) “Work on yourself”: SELF-KNOWLEDGE is a/THE premier leadership tool!
Power of “Small Courtesies”/H4/Henry Clay/Key Ideas “SMALL COURTESIES,” power of/ Effects last DECADES!/We are ultimately EMOTIONAL beings. K = R = P/Kindness = Repeat Business = Profit Stunning power of “THANK YOU”/ MASTER appreciation! Stunning power of “I’M SORRY”/Master it! “3-MINUTE [‘I’M SORRY’] CALL” saves marriages and billion-dollar sales! Problem never the problem: RESPONSE to the problem invariably the problem! “HARD IS SOFT. SOFT IS HARD”: Numbers mushy/“soft”, relationships solid/“hard.” R.O.I.R./Return on Investment In Relationships > R.O.I. Want big change: MUST CONFRONT “CULTURE CHANGE.”
People! People! People!/H5/Herb Kelleher/Key Ideas PEOPLE 1 st , 2 nd , 3 rd …. “MY EMPLOYEES ARE MY #1 CUSTOMER”!! EVERYONE has dreams—bend over backwards to help them succeed, VP or receptionist. Brand = TALENT. Period. Organization first and foremost as “CATHEDRAL” dedicated to human development. THREE key people you develop during your job tenure = Your “legacy” CAN’T OVERDO TRAINING!! People are not “standardized. Neither should evaluations be—for any job classification. Cut the capital budget, ADD the cut $$$ to the people budget! “Best company to work for” needn’t be sexy: GROCER Wegmans, #1 place to work USA!
Brand You! No Option!/H6/Sally Helgesen/Key Ideas NO GUARANTEES! On our own to unprecedented extent. Gotta be “STARTLINGLY” GOOD at SOMETHING! Totally committed to/obsessed with GROWTH/LEARNING: Must have a FORMAL R.I.P./Renewal Investment Plan. “HORIZONTAL” NETWORK OF PEERS mostly supplants hierarchy in importance/ achieving success. LITERALLY everything offers a LEADERSHIP OPPORTUNITY if you so see it. You = EXCELLENCE of your Project Portfolio! Brand You equal parts DISTINCTION and MATCHLESS TEAM PLAYER. Brand You a matter of SURVIVAL, not ego! “BLAME NOBODY. EXPECT NOTHING. DO SOMETHING.”
Ready. Fire! Aim./H7/H. Ross Perot/Key Ideas Ready. Fire! Aim./S.A.V./Screw Around Vigorously. Planning OVER-rated. Trying stuff UNDER-rated. Learned “for sure” ONLY ONE THING in 45 years: WTTMSW/Whoever Tries The Most Stuff Wins! QUICK PROTOTYPING: Tool #1 for innovators. Prototyping: “Serious play.” “Demo or die.” Change: DEMOS. HEROES. STORIES. Change: FFFF/Find a Fellow Freak Faraway. Change: Playmate/Playpen/ “Skunkworks”/ “Positive Deviants”/Internal “venture fund.” CELEBRATE failures: “Fail. Forward. Fast.”/“Fail faster. Succeed sooner.”/“Reward excellent failures, punish mediocre successes.” Tempo!/“Re-arrange mind” of competitors/Quickest “O.O.D.A. loops”/Observe. Orient. Decide. Act. Matchless “Try it” power of TRUE/RADICAL decentralization.
We Are Who We Hang Out With!/H8/Gary Hamel/Key Ideas Innovation MASTER TOOL #2(right behind “try it”): “We are who we hang out with.” Major purposeful STRATEGIC choice: Who we hang out with. Customers. Vendors. Employees. Partners. Etc. It is this simple: “HANG OUT WITH COOL, BECOME MORE COOL, HANG OUT WITH DULL, BECOME MORE DULL.” E.g.: P&G, 1/2 innovations must come from outsiders. Mostly vendors in top decile in R&D spending in their industry. “Don’t ‘benchmark’ … ‘FUTUREMARK.’” Diversity … PER SE … works! Need every imaginable strain of VARIETY in madcap times. CROWDSOURCING: Use it! With abandon! BIG deal/ “Curiosity quotient”: “Do one thing EVERY DAY that scares you.” “Bottleneck is at the top of the bottle”: DEADLY SIN #1 = LACK OF DIVERSITY “AT THE TOP”!
Things Gone RIGHT-Little BIG Things/ H9/Vernon Hill/Key Ideas OBSESS on Things Gone RIGHT/TGRs: Minimize “Things gone wrong” NOT enough. MANAGE to TGRs: Formal process for addressing-measuring. TGRs are EVERYBODY’s business! TGRs feature EVERY TOUCH POINT with the customer. TGRs have a lot to do with “soft” PERCEPTION; TGRs are about EMOTIONAL CONNECTION. “Little BIG Things”: Numerous “small things” have ENORMOUS leverage! (Walmart increases cart size—BIG appliance sales leap 50%) Focus on LBTs via FORMAL repetitive process of idea generation and RAPID TESTING.
Make Every EXPERIENCE Memorable/H10/ Harley Davidson/Key Ideas “EXPERIENCES are as distinct from services as services are from goods.” BELIEVE IT! Several have installed a “Chief Experience Officer”—makes a ton of sense. Experience idea applies to everything—e.g. EVERY INTERNAL SYSTEM; NEED A PERVASIVE “EXPERIENCE MINDSET”/“CULTURE.” Formal PROCESS: Must examine every activity … TINY step by TINY step. “Storytelling” near the heart of the experience idea— “GREAT STORY” PERHAPS MORE POWERFUL THAN BRAND/THERE IS “TECHNOLOGY OF STORYTELLING.” “Lovemark” idea powerful. Too much for you? Think about it. “LOVE AFFAIR” WITH MY BRAND. Hmm.
Design Is EVERYTHING/H11/Charles Handy/Key Ideas “DESIGN IS EVERYTHING.”/“EVERYTHING IS DESIGN.”/“WE ARE ALL DESIGNERS.” Design: Describe your new product/your personal “point of difference” in FIVE words or less! Design: Your next email. Design = BEAUTIFUL/GRACEFUL SYSTEMS. Design = A “mere” checklist that saves lives! Design: “Religion”@BMW/ “Soul” “Lickable”@Apple Design: About “LOVE” vs. “HATE,” not about “Like” vs. “Dislike” Design: Men CANNOT design for women! A MUST: Chief Design Officer. Design: CENTRAL to “Purchasing” or “HR,” not just marketing and product development. Design: A “CULTURE” that applies to EVERY business.
MONOPOLY through EXCELLENCE/H12/ Hartville Hardware/Key Ideas GIANT companies = HORRENDOUS longterm performance/Big acquisitions almost all flops. German economic Excellence via MITTELSTAND/ mid-sized high value-added specialist companies. (“agile creatures darting between the legs of the multinational monsters”) EXTRAORDINARY mid-sized companies all over: Best at _______ [often mundane/“dull” markets]. “BE THE BEST. IT’S THE ONLY MARKET THAT’S NOT CROWDED.” Retail Superstars: Inside the 25 Best Independent Stores in America : “Wonder companies” such as HARTVILLE HARDWARE embarrassing the “big box” retailers. “Guru gaffes”: The “gurus” ignore mid-size/ non-flashy/private companies. DUMB.
WOMEN buy! WOMEN Roar! WOMEN Rule!/H13/ Heather Schultz/Key Ideas W = 25T > 2(C+I)/Women’s purchasing power, at $25T, more than 2X China & India GDP combined. Everything: “Women ARE the majority market.” Women’s approach to purchasing differs significantly from men. Topic is NOT “marketing to women”—it is developing products for women and selling and servicing them in an appropriate fashion. Simple: THIS IS #1 OPPORTUNITY FOR MANY BUSINESSES, BUT “GETTING IT RIGHT” REQUIRES OBSESSION AND STRATEGIC RE-POSITIONING. Women’s strengths as leaders are especially fit for changing enterprise-effectiveness needs. Women will soon DOMINATE leadership’s ranks. Women-owned businesses are increasingly powerful.
From Customer Satisfaction to CUSTOMER SUCCESS!/ H14/Hewlett-Packard/Key Ideas IBM escapes breakup by conversion from a hardware company to a SOLUTIONS COMPANY via IBM Global Services, now world’s biggest CONSULTANCY by far! Solution-meisters: IBM-UPS-Schlumberger-GE-MasterCard-Best Buy via “Geek Squads”-Etc. New world means escaping commoditization by RACING up the “Value-added Ladder”: IMPLEMENTING solutions = Gravitating from “providing customer service” to “ENABLING CUSTOMER SUCCESS.” Services to CUSTOMER SUCCESS: True/Necessary for you-me-ANY ORGANIZATION OF ANY SIZE EVERY organizational “unit” should be/MUST BE TRANSFORMED into a full-fledged PSF/Professional Service Firm
WOW!/H15/Tony Hseih/Key Ideas Zappos Value #1: “Deliver WOW! Through service.” Point of DIFFERENCE: using the word WOW! Per se in an “official [STRATEGIC] capacity.” Yes: “Insanely great”/Apple. “Radically thrilling”/BMW. Hire “Trumpeter swans”/Ogilvy. Amazon: 20,000 employees. eBay: 14,000 employees. CRAIG’s LIST (most hits among the 3): 30 employees. When confronting a problem, do you concoct/consider a “Craig’s List option”?—a truly radical idea for truly radical times. (MESSAGE: MORE THAN ONE WAY TO SKIN A CAT!) Needed: a CDO/Chief Destruction Officer (“If it ain’t broke, break it!”). Or CDO/Chief Dis-Organizer. And/or CWO/Chief Wow Officer. Crazy times? WE AIN’T SEEN NOTHIN’ YET!
ExcellenceNow.com PART 1 Launching Our Quest for EXCELLENCE! THE END
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