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Tom Peters’ Excellence. Always. Manchester/02 September 2009. NOTE : To appreciate this presentation [and ensure that it is not a mess ], you need Microsoft fonts: “Showcard Gothic,†“Ravie,†“Chiller†and “Verdanaâ€. Slides [incl. “LONGâ€] at … tompeters.com. #1. “The doctor
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Tom Peters’ Excellence. Always. Manchester/02 September 2009
NOTE:To appreciate this presentation [and ensure that it is not a mess], you need Microsoft fonts:“Showcard Gothic,”“Ravie,”“Chiller”and“Verdana”
“The doctor interrupts after …* *Source: Jerome Groupman, How Doctors Think
Listen = “Profession” = Study = practice = evaluation = Enterprise value
Listen = Profession = Study = practice = evaluation =Enterprise value:"We listen intently to and fully engage all with whom we work."
The four most important words in any organization are …“What do you think?” Source: courtesy Dave Wheeler, posted at tompeters.com
Tomorrow: How many times will you “ask the question”?[Count!] [Practice makes better!] [This is a STRATEGICskill!]
“It was much later that I realized Dad’s secret. He gained respect by giving it. He talked and listened to the fourth-grade kids in Spring Valley who shined shoes the same way he talked and listened to a bishop or a college president.He was seriously interested in who you were and what you had to say.” Sara Lawrence-Lightfoot, Respect
“The deepest human need is the need to be appreciated.”—William James
Enterprise value: Appreciation!
“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)
Conrad Hilton, at a gala celebrating his career, was asked, “What was the most important lesson you’ve learned in you long and distinguished career?” His immediate answer …
“To me business isn’t about wearing suits or pleasing stockholders.It’s about being true to yourself, your ideas and focusing on the essentials.”—Richard Branson
Listen! Engage! Respect! APPRECIATE! Inspire! Sweat the details! Execute! Excellence!
Bonus: New Delhi
“The ONE Question”:“In the last year [3 years, current job], name the … three people … whose growth you’ve most contributed to. Please explain where they were at the beginning of the year, where they are today, and where they are heading in the next 12 months. Please explain your development strategy in each case. Please tell me your biggest development disappointment—looking back, could you or would you have done anything differently? Please tell me about your greatest development triumph—and disaster—in the last ten years. What are the ‘three big things’ you’ve learned about helping people grow along the way.”
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”
“Breakthrough” 82* People! Customers! Action! Values! *In Search of Excellence
Hard Is Soft (Plans, #s)Soft Is Hard (people, customers, values, relationships))
Why in the World did you go to Siberia?
Enterprise* ** (*at its best):An emotional, vital, innovative, joyful, creative, entrepreneurial endeavor that elicits maximum concerted human potential in the wholeheartedservice of others.****Employees, Customers, Suppliers, Communities, Owners, Temporary partners
… no less than Cathedralsin which the full and awesome power of the Imagination and Spirit and native Entrepreneurial flairof diverse individualsis unleashed in passionate pursuit of … Excellence.
“Leaders‘SERVE’ people. Period.”—inspired by Robert Greenleaf
“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 Customer Comes Second —Hal Rosenbluth and Diane McFerrin Peters* (*no relation)
“We are a ‘Life Success’ Company.”Dave Liniger, founder, RE/MAX
The Dream Manager—Matthew Kelly“An organization can only become the-best-version-of-itself to the extent that the people who drive that organization are striving to become better-versions-of-themselves.” “A company’s purpose is to become the-best-version-of-itself. The question is:What is an employee’s purpose? Most would say, ‘to help the company achieve its purpose’—but they would be wrong. That is certainly part of the employee’s role, but an employee’s primarypurpose is to become the-best-version-of-himself or –herself.… When a company forgets that it exists to serve customers, it quickly goes out of business.Our employees are our first customers, and our most important customers.”
“No matter what the situation, [the great manager’s]first response is always to think about the individual concerned and how things can be arranged to help that individual experience success.”—Marcus Buckingham, The One Thing You Need to Know
“The role of the Director is to create a space where the actors and actresses canbecome more than they’ve ever been before, more than they’ve dreamed of being.”—Robert Altman, Oscar acceptance speech
“Business has to give people enriching, rewarding lives … or it's simply not worth doing.” —Richard Branson
TP: “How to flush $500,000 down the toilet in one easy lesson!!”
2X Source: Container Store/increase average sale per shopper
