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Join Tom Peters as he discusses the importance of servant leadership, creating a culture of excellence, and tapping into the full potential of talent. Gain insights on how organizations can serve their employees, customers, and communities to drive success.
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Tom Peters’ EXCELLENCE. ALWAYS.Talent.Leadership.Leadership Forum/HRPKuwait/10 November 2008
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Organizations exist to serve. Period. Leaders live to serve. Period.
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
Organizations exist to serve. Period. Leaders live to serve. Period. Passionate servant leaders, determined to create a legacy of earthshaking transformation in their domaincreate/must necessarily create organizations which are …no less than “Cathedrals” in which the full and awesome power of the Imagination and Spirit and native Entrepreneurial flairof diverse individualsis unleashed … In passionate pursuit of jointly perceived soaring purposeand personal and community and client service Excellence.
"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
Cause(worthy of commitment)Space(room for/encouragement for initiative)Decency(respect, humane)
Cause(worthy of commitment)Space(room for/encouragement for initiative-adventures) Decency(respect, grace, integrity, humane)service(worthy of our clients’ & extended family’s continuing custom)excellence (period) servant leadership
“Leaders‘SERVE’ people. Period.”—inspired by Robert Greenleaf
“I have always believed that the purpose of the corporation is to be a blessing to the employees.”—Boyd Clarke
TP: “How to flush $500,000 down the toilet in one easy lesson!!”
“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: Put Your People First and Watch ’Em deliver —Hal Rosenbluth and Diane McFerrin Peters (no relation—be delighted if she was)
“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.”
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
No: People. No: Product. No: Value to customer. Yes: Dilution, other control and share- owning issues. Yes: Scale-as-power. Yes: Market share.
Yes: People. Yes: Product. Yes: Value to customer. No: Dilution, other control and share- owning issues. No: Scale-as-power. No: Market share.
“It suddenly occurred to me that in the space of two or three hours he never talked about cars.”—Les Wexner
“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
“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
“Development can help great people be even better—but if I had a dollar to spend, I’d spend 70 cents getting the right person in the door.”—Paul Russell, Director, Leadership & Development, Google
Who? —The screening interview —The “Topgrading Interview” (story and patterns) —Focused interview —Reference interview* *Detailed rituals, goals, follow-up Source: Who: The A Method for Hiring, Geoff Smart and Randy Street
“In short, hiring is the most important aspect of business and yet remains woefully misunderstood.” Source: Wall Street Journal, 10.29.08, review ofWho: The A Method for Hiring, Geoff Smart and Randy Street
7. Focus on the #1 Motivational Discriminator: Selection (& Training) of the First Line Supervisor!
