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Excellence Always: Strategies for Success in Management

This presentation by Tom Peters at the Baltic Management Conference in Tallinn on March 25, 2009, focuses on the principles of excellence in management. Discover key strategies for success and learn how to create a culture of excellence in your organization.

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Excellence Always: Strategies for Success in Management

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  1. Tom Peters’ Excellence. Always. Baltic Management Conference Tallinn/25 March 2009

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

  3. “It suddenly occurred to me …

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

  5. Message from a banker, circa 1988: “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.”

  6. MBWA

  7. WALK

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

  9. “remember to tuck the shower curtain inside the bathtub”

  10. “Execution isstrategy.”—Fred Malek

  11. Good times and [especially] bad:Ex-cell- ence.

  12. Little = BIG

  13. 7X. 7:30A-8:00P. F12A.7:30AM = 7:15AM.8:00PM = 8:15PM.

  14. “No” = 2**Yes Bank

  15. The Commerce Bank Model“every computer at commerce bank has a specialredkey on it that says, ‘found something stupid that we are doing that interferes with our ability to service the customer? Tell us about it, and if we agree, we will give you $50.’”Source: Fans! Not customers. How Commerce Bank Created a Super-growth Business in a No-growth Industry, Vernon Hill & Bob Andelman

  16. 2,000,000

  17. “I’m sorry” = Save MILLION$$$$$

  18. Comeback [big, quick response] >> Perfection

  19. 5X/Acquire vs maintain *Recession goal: Higher “market share” current customers

  20. “Thank you”/10 years

  21. $100+ purchase/ 3-cent lemon National “Brand”/ 2-centcandy

  22. It BEGINS(and ENDS) in the …

  23. parkinglot**Disney

  24. FLOWERPOWER BLOOMBERG’S FLOWERPOWER

  25. *Granite Rock/Cross it off/Wash trucks *Coffee/contractor shop/Red light = -10% *Elgin Corrugated Box/Promised vs Delivered/ +15% *Shrink wrap/2X *Commerce/7 days/730A-8P/Midnight Friday/7:15AM-8:15PM/ “Yes bank”- 2 for “No”/2,000,000 dog biscuits/coin counter/Red button *Send out menu *Bloomberg terminal/Send flowers

  26. *Disney parking lot attendants *Griffin–Planetree/ 5 Pianos/“Kindness is free”/0-15/Cookie smells/Map/#6 *Flowers/ No cars /Street sweeper/ Mechanics’ business cards [TAC/ Drive by] *Container Store/2X *Circuit City/ “Geek Squad” (vs Best Buy/fire senior, hire junior) *Bag size/ $B *Big carts/ 1.5X

  27. *Granite Rock/Cross it off/Wash trucks *Coffee/contractor shop/Red light = -10% *Elgin Corrugated Box/Promised vs Delivered/+15% *Apologize/“Bedside manner”/Lawsuits *Shrink wrap/2X *Commerce/7 days/730A-8P/Midnight Friday/7:15AM-8:15PM/ “Yes bank”- 2 for “No”/2M dog biscuits/coin counter/Red button *Send out menu *Bloomberg terminal/Send flowers

  28. *Disney parking lot attendants *Griffin–Planetree/ 5 Pianos/“Kindness is free”/0-15/Cookie smells/Map/#6 *Flowers/ No cars /Street sweeper/ Mechanics’ business cards [TAC/ Drive by] *Container Store/2X *Circuit City/ “Geek Squad” (vs Best Buy/fire senior, hire junior) *Bag size/ $B *Big carts/ 1.5X

  29. <TGWand …>TGR[Things Gone WRONG-Things Gone RIGHT]

  30. “Experiences are as distinct from services as services are from goods.”—Joe Pine & Jim Gilmore, The Experience Economy: Work Is Theatre & Every Business a Stage

  31. none!

  32. Press Ganey Assoc:139,380 former patients from 225 hospitals:noneof THE top 15 factors determining Patient Satisfaction referred to patient’s health outcomeP.S.directly related to StaffInteractionP.P.S.directly correlated with Employee SatisfactionSource: Putting Patients First, Susan Frampton, Laura Gilpin, Patrick Charmel

  33. “Kindness is free.”

  34. “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 non-responsive 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

  35. R.O.I.R.

  36. Return On Investment In Relationships

  37. “I regard apologizing as the most magical, healing, restorative gesture human beings can make. It is the centerpiece of my work with executives who want to get better.”—Marshall Goldsmith, What Got You Here Won’t Get You There: How Successful People Become Even More Successful

  38. THE PROBLEM IS RARELY/NEVER THE PROBLEM. THE RESPONSE TO THE PROBLEM INVARIABLY ENDS UP BEING THE REAL PROBLEM.* *PERCEPTION IS ALL THERE IS!

  39. Relationships(of all varieties):THERE ONCE WAS A TIME WHEN A THREE-MINUTEPHONECALL WOULD HAVE AVOIDED SETTING OFF THE DOWNWARD SPIRAL THAT RESULTED IN A COMPLETE RUPTURE.

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

  41. “Design is everything. Everything is design.” “We are all designers.” Inspiration: The Power of Design: A Force for Transforming Everything, Richard Farson

  42. >100 feet = 100 miles

  43. see green= recover 20% faster

  44. Round = 2X/allx

  45. 6.5 feet Away =-63% “Seconds”

  46. “Paint it white!” — On Hashem Akbari’s [Lawrence Livermore labs] powerful program to significantly reduce greenhouse gas emissions; using conservative assumptions, it could reduce 44 billion tons of CO2 emissions by cooling buildings, roads, entire cities (The Guardian, 0116.09)

  47. Socks = 10,000

  48. Deduction vs. cashx

  49. Tom Peters’ Excellence. Always. Baltic Management Conference Tallinn/25 March 2009

  50. Tom Peters’ Excellence. now. More than ever. Baltic Management Conference Tallinn/25 March 2009

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