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Conrad Hilton …

Conrad Hilton …. Excellence NOW Tom Peters/09 October 2012 Fall Conference-Leadership Summit Nyenrode Business Universiteit Breukelen/Brooklyn (slides @ tompeters.com/excellencenow.com).

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Conrad Hilton …

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  1. Conrad Hilton …

  2. Excellence NOW Tom Peters/09 October 2012 Fall Conference-Leadership Summit Nyenrode Business Universiteit Breukelen/Brooklyn (slides @ tompeters.com/excellencenow.com)

  3. ConradHilton, at a gala celebrating his career, was called to the podium and asked,“What were the most important lessons you learned in your long and distinguished career?”His answer …

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

  5. You get ’em in the door with “location, location, location”—and a terrific architect. You keep ’em coming back with the tucked in shower curtain!**Profit rarely comes from transaction #1; it is a byproduct of transaction #2, #3, #4 …

  6. “Execution isstrategy.”—Fred Malek

  7. Sports:You beat yourself!

  8. “Execution is thejobof the businessleader.”—Larry Bossidy & Ram Charan/ Execution: The Discipline of Getting Things Done

  9. “When assessing candidates, the first thing I looked for was energy and enthusiasm for execution: Does she talk about the thrill of getting things done, the obstacles overcome, the role her people played—or does she keep wandering back to strategy or philosophy?”—Larry Bossidy, Execution

  10. WOW!!Observed closely: The use of“I”or“we”during a job interview. Source: Leonard Berry & Kent Seltman, chapter 6, “Hiring for Values,” Management Lessons From Mayo Clinic

  11. Excellence in Execution = Deepest “Blue Ocean”

  12. Does/will the next presentation you give/ review allot moretime to the process/ details/politics of “implementing” than to the “analysis of the problem/opportunity”?

  13. Service/Excellence/Immoderation

  14. Service

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

  16. Excellence

  17. Why in the World did you go to Siberia?

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

  19. 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”

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

  21. Hard is Soft. Soft is Hard.

  22. EXCELLENCE is not an "aspiration.” EXCELLENCE is … THE NEXT FIVE MINUTES.

  23. EXCELLENCE is not an "aspiration." EXCELLENCE is … THE NEXT FIVE MINUTES. EXCELLENCE is your next conversation. Or not. EXCELLENCE is your next meeting. Or not. EXCELLENCE is shutting up and listening—really listening. Or not. EXCELLENCE is your next customer contact. Or not. EXCELLENCE is saying “Thank you” for something “small.” Or not. EXCELLENCE is the next time you shoulder responsibility and apologize. Or not. EXCELLENCE is waaay over-reacting to a screw-up. Or not. EXCELLENCE is the flowers you brought to work today. Or not. EXCELLENCE is lending a hand to an “outsider” who’s fallen behind schedule. Or not. EXCELLENCE is bothering to learn the way folks in finance [or IS or HR] think. Or not. EXCELLENCE is waaay “over”-preparing for a 3-minute presentation. Or not. EXCELLENCE is turning “insignificant” tasks into models of … EXCELLENCE. Or not.

  24. EXCELLENCE is … THE NEXTFIVE MINUTES.

  25. Or not.

  26. Immoderation

  27. Kevin Roberts’ Credo1. 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!

  28. One [really] First thing Before First Things …

  29. “Yes, Prime Minister”

  30. #1

  31. Little = BIG

  32. #2

  33. 7X. 7:30A-8:00P. F12A.7:30AM = 7:15AM.8:00PM = 8:15PM.

  34. 2,000,000

  35. #3

  36. It BEGINS(and ENDS) in the …

  37. parkinglot**Disney

  38. Carl’s Street- Sweeper

  39. #4

  40. Red light flashes= -10%

  41. Don’t like it? Don’t pay. Source: Granite Rock Co.

  42. #5

  43. Conveyance: Kingfisher Air Location: Approach to New Delhi

  44. “May I clean your glasses, sir?”

  45. “Let me help you down the jetway.”

  46. #6

  47. Big carts = 1.5X Source: Wal*Mart

  48. Bag sizes = New markets: $B Source: PepsiCo

  49. #7

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

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