Tom Peters EXCELLENCE ALWAYS CREW NetworkHouston17 October 2008

Tom Peters’ EXCELLENCE. ALWAYS. CREW Network/Houston/17 October 2008

NOTE: To appreciate this presentation [and ensure that it is not a mess], you need Microsoft fonts: “Showcard Gothic, ” “Ravie, ” “Chiller” and “Verdana”

Slides at … tompeters. com

“Tom let me tell you the definition of a good lending officer. After church on Sunday, on the way home with his family, he takes a little detour to drive by the factory he just lent money to. Doesn’t go in or any such thing, just drives by and takes a look. ”

MBWA

Excellence 1982: 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”

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

Hard Is Soft Is Hard

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

“We Have Met the Enemy … Thank you, Howard and Fred …

Internal organizational excellence = Deepest “Blue Ocean”

“Execution is strategy. ” —Fred Malek

“We Have Met the Enemy … Thank you, Conrad …

Conrad Hilton, at a gala celebrating his life, was asked, “What was the most important lesson you’ve learned in you long and distinguished career? ” His immediate answer …

Conrad Hilton, at a gala celebrating his life, was asked, “What was the most important lesson you’ve learned in you long and distinguished career? ” His immediate answer: “remember to tuck the shower curtain inside the bathtub”

Thank you, John and Herb …

1/40

“This is so simple it sounds stupid, but it is amazing you only find oil if you drill wells. how few oil people really understand that 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

“We have a ‘strategic plan. ’ It’s called doing things. ” — Herb Kelleher

MG, Edie and Marcus …

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

“Being aware of yourself and how you affect everyone around you is what distinguishes a superior leader. ” —Edie Seashore (Strategy + Business #45)

“The one thing you need to know about sustained individual success: Discover what you don’t like doing and stop doing it. ” —Marcus Buckingham, The One Thing You Need to Know

Thank you , Herb , Robert, and Siberia, …

“You have to treat your employees like customers. ” —Herb Kelleher, complete answer, upon being asked his “secrets to success” Source: Joe Nocera, NYT, “Parting Words of an Airline Pioneer, ” on the occasion of Herb Kelleher’s retirement after 37 years at Southwest Airlines (SWA’s pilots union took out a full-page ad in USA Today thanking HK for all he had done; across the way in Dallas American Airlines’ pilots were picketing the Annual Meeting)

“The role of the Director is to create a space where the actors and actresses can become more than they’ve ever been before, more than they’ve dreamed of being. ” —Robert Altman, Oscar acceptance speech

Why in the World did you go to Siberia?

An emotional, vital, innovative, joyful, creative, entrepreneurial endeavor that elicits maximum Enterprise* ** (*at its best): concerted human potential in the wholehearted service of others. ** others **Employees, Customers, Suppliers, Communities, Owners, Temporary partners

Thank you , Peter/AIM, Boyd and Tom …

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

“I have always believed that the purpose of the corporation is to be a blessing to the employees. ” * —Boyd Clarke *TP: An “organization” is, in fact and after all is said and done, a/the “house” in which most of us “live” most of the time.

"We all start out in life loving our fathers and mothers above everything else in the world, but that does not close the doors of love. That prepares us to love our wives and husbands and children and friends and to cooperate with and show respect to all worthy individuals with whom we come in contact or have an opportunity to reach in other ways. We must apply that to nations and to other businesses. "We in IBM must not confine our thoughts just to IBM. We must extend our cooperation to all other businesses whether we do business with them or not. We are one cog in the industrial wheel. "Then as citizens we must extend our respect to all worthy people in all nations. We are moving along in troublesome times, but the love of these various things of which I have spoken and of the people in whom we are interested is going to be the great force which will make us all appreciate the spiritual values which constitute the only solid foundation on which we can build. " Thomas J. Watson, Sr. address to IBM Sales and Service Class 525 and Customer Engineers Class 528, IBM Country Club, Endicott, NY, October 30, 1941

Organizations exist to serve. Period. Leaders live to serve. Period. Passionate servant leaders, determined to create a legacy of earthshaking transformation in their domain , no less than Cathedrals in which the full and awesome power of the Imagination and Spirit and native Entrepreneurial flair of diverse individuals is unleashed … In passionate pursuit of create/ must necessarily create organizations which are … jointly perceived soaring purpose and personal and community and client service Excellence.

Cause Space (worthy of commitment) (room for/encouragement for initiative) Decency (respect, humane)

Cause Space Decency service excellence (worthy of commitment) (room for/encouragement for initiative-adventures) (respect, grace, integrity, humane) (worthy of our clients’ & extended family’s continuing custom) (period) servant leadership

Cause Space Decency service excellence servant leadership

Thank you Ben & Norm, Ike , Nelson, Dave (and Jerome ) …

Give good tea!

“Allied commands depend on mutual confidence [and this confidence] is gained, above all through the development of friendships. ” —General D. D. Eisenhower, Armchair General * (05. 08) *“Perhaps his most outstanding ability [at West Point] was the ease with which he made friends and earned the trust of fellow cadets who came from widely varied backgrounds; it was a quality that would pay great dividends during his future coalition command. ”

“The four most important words in any organization are … ‘What do you think? ’ ” Source: courtesy Dave Wheeler, posted at tompeters. com, source of original unknown (0609. 08)

18”

Thank you, Susan and Henry …

“Kindness is free. ”

139, 380 former patients from 225 hospitals: Press Ganey Assoc: none of THE top 15 factors determining Patient Satisfaction referred to patient’s health outcome P. S. directly related to Staff Interaction P. P. S. directly correlated with Employee Satisfaction Source: Putting Patients First, Susan Frampton, Laura Gilpin, Patrick Charmel

“There is a misconception that supportive interactions require more staff or more time and are therefore more costly. Although labor costs are a substantial part of any hospital budget, the interactions themselves add nothing to the budget. Kindness is free. Listening to patients or answering their questions costs nothing. It can be argued that negative interactions—alienating patients, being nonresponsive to their needs or limiting their sense of control—can be very costly. … Angry, frustrated or frightened patients may be combative, withdrawn and less cooperative—requiring far more time than it would have taken to interact with them initially in a positive way. ” —Putting Patients First, Susan Frampton, Laura Gilpin, Patrick Charmel

Griffin: Music in the parking lot; professional musicians in the lobby (7/week, 3 -4 hrs/day) ; 5 pianos ; volunteers (120 -140 hrs arts & entertainment per month). Source: Putting Patients First , Susan Frampton, Laura Gilpin, Patrick Charmel

The 9 Planetree Practices* 1. The Importance of Human Interaction 2. Informing and Empowering Diverse Populations: Consumer Health Libraries and Patient Information 3. Healing Partnerships: The importance of Including Friends and Family 4. Nutrition: The Nurturing Aspect of Food 5. Spirituality: Inner Resources for Healing 6. Human Touch: The Essentials of Communicating Caring Through Massage 7. Healing Arts: Nutrition for the Soul 8. Integrating Complementary and Alternative Practices into Conventional Care 9. Healing Environments: Architecture and Design Conducive to Health *See the APPENDIX to this presentation for more on Planetree Source: Putting Patients First, Susan Frampton, Laura Gilpin, Patrick Charmel

Access to nurses station: “Happen to” vs “Happen with” Source: Putting Patients First , Susan Frampton, Laura Gilpin, Patrick Charmel

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

Thank you , 7 -11…

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

< CAPEX > People!

“The leaders of Great Groups love talent and know where to find it. They revel in the talent of others. ” —Warren Bennis & Patricia Ward Biederman, Organizing Genius

Brand = Talent.

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

Thank you, Heather and Lola …

“Forget China, India and the Internet: Economic Growth Is Driven by Women. ” —Headline, Economist, April 15, 2006, Leader, page 14

“AS LEADERS, WOMEN RULE: New Studies find that female managers outshine their male counterparts in almost every measure” TITLE/ Special Report/ Business. Week

10 UNASSAILABLE REASONS WOMEN RULE Women make [all] the financial decisions. Women control [all] the wealth. Women [substantially] outlive men. Women start most of the new businesses. Women’s work force participation rates have soared worldwide. Women are closing in on “same pay for same job. ” Women are penetrating senior ranks rapidly [even if the pace is slow for the corner office per se]. Women’s leadership strengths are exceptionally well aligned with new organizational effectiveness imperatives. Women are better salespersons than men. Women buy [almost] everything—commercial as well as consumer goods. So what exactly is the point of men?

Elizabeth Cady Stanton (more or less) (circa 0331. 2007)

Thank you, Scott …

“Diverse groups of problem solvers— groups of people with diverse tools— consistently outperformed groups of the best and the brightest. If I formed two groups, one random (and therefore diverse) and one consisting of the best individual performers, the first group almost always did better. … trumped ability. ” Diversity —Scott Page, The Difference: How the Power of Diversity Creates Better Groups, Firms, Schools, and Societies Diversity

Thank you, Sheik Mohammad (& Jerry) …

24%

dubai

Does your project portfolio “have a dubai”?

“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. ” —Jerry Garcia

Thank you Steve

“You know a design is good when you want to lick it. ” —Steve Jobs Source: Design: Intelligence Made Visible, Stephen Bayley & Terence Conran

Thank you, Lou et al. …

IB : $55 B* M *Also HP-EDS

“UPS wants to take over the sweet spot in the endless loop of goods, information and capital that all the packages [it moves] represent. ” — ecompany. com (E. g. , UPS Logistics manages the logistics of 4. 5 M Ford vehicles, from 21 mfg. sites to 6, 000 NA dealers)

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’s Car Cleaning Jim’s Computer Services Jim’s Dog Wash Jim’s Driving School Jim’s Fencing Jim’s Floors Jim’s Painting Jim’s Paving Jim’s Pergolas [gazebos] Jim’s Pool Care Jim’s Pressure Cleaning Jim’s Roofing Jim’s Security Doors Jim’s Trees Jim’s Window Cleaning Jim’s Windscreens Note: Download, free, Jim Penman’s book: What Will They Franchise Next? The Story of Jim’s Group

Thank you, Eleanor, Kevin , Tom and Mike …

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

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!