Excellence in Healthcare: Towards Health(care) Excellence!

1. Tom Peters’Toward Health(care) Excellence!Michigan Health & Hospital AssociationAnnual Membership MeetingGrand Hotel/Mackinac Island/0629.2006

2. Slides* at …tompeters.com*also “long”

3. “Beware of the tyranny of making SmallChanges to SmallThings. Rather, make Big Changes to BigThings.”—Roger Enrico, former Chairman, PepsiCo

4. Five MYTHS About Changing Behavior*Crisis is a powerful impetus for change*Change is motivated by fear*The facts will set us free*Small, gradual changes are always easier to make and sustain*We can’t change because our brains become “hardwired” early in lifeSource: Fast Company/05.2005

5. “Rewardexcellent failures. Punishmediocre successes.”Phil Daniels, Sydney exec

6. “Wealth in this new regime flows directly from innovation, not optimization. That is, wealth is not gained by perfecting the known, but by imperfectly seizing the unknown.”—Kevin Kelly, New Rules for the New Economy

7. Part 1

8. EXCELLENCE. ALWAYS.

9. EXCELLENCE. THE MANDATE.

10. “It is not the strongest of the species that survives, nor the most intelligent, but the one most responsive to change.”—Charles Darwin

11. EXCELLENCE. THE WORD.

12. SynonymsPurityTranscendenceVirtueEleganceMajestyAntonymsMediocritySynonymsPurityTranscendenceVirtueEleganceMajestyAntonymsMediocrity

13. EXCELLENCE. 1982.

14. 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”

15. EXCELLENCE. ALWAYS.

16. “Why in the world did you go to Siberia?”

17. The Peters Principles: 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.

18. 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

19. Business:The Ultimate Creative Endeavor.

20. Business:The Ultimate Personal Development-Growth Experience.

21. Business:The Ultimate Transcendent Service Opportunity.

22. EXCELLENCE. YOU & ME.

23. “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.

24. EXCELLENCE. INNOVATE. OR. DIE.

25. “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:Buy a very large one and just wait.”—Paul Ormerod, Why Most Things Fail: Evolution, Extinction and Economics

26. More than $$$$#1R&D spending, last 25 years?

27. GM

28. Innovation: The Secrets

29. Parallel universe!

30. “Venture” fund(E.g. Gerstner/Amex, Dow/Marriott, Grove/Intel, Bedbury/Starbucks)

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

32. “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 gets back to planning versus acting: We act from day one; others plan how to plan—for months.”—Bloomberg by Bloomberg

33. “Never doubt that a small group of committed people can change the world. Indeed it is the only thing that ever has.”—Margaret Mead

34. EXCELLENCE. DRAMATIC.DIFFERENCE.DOABLE.

35. $798

36. $415/SqFt/Wal*Mart$798/SqFt/Whole Foods

37. 

38. “It’s simple, really, Tom. Hire fors, and, aboveall, promote fors.”—Starbucks middle manager/field

39. #1/100“Best Companies to Work for”/2005

40. Wegmans

41. EXCELLENCE. OPPORTUNITY.

42. 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.

43. EXCELLENCE. THE STORY.

44. “Storytelling is the core of culture.”—Branded Nation: The Marketing of Megachurch, College Inc., and Museumworld, James Twitchell

45. “Management has a lot to do with answers. Leadership is a function of questions. And the first question for a leader always is:‘Whodowe intendtobe?’Not ‘What are we going to do?’ but ‘Who do we intend to be?’”—Max De Pree, Herman Miller

46. EXCELLENCE. BEDROCK.

47. 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.”

48. Leadership’s Mt Everest/Mt Excellence“free to do his or her absolute best” … “allow its members to discover their greatness.”

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

50. “In the end, management doesn’t change culture. Management invitesthe workforce itself to change the culture.”—Lou Gerstner