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LONG Tom Peters’ Toward Health ( care ) Excellence ! Michigan Health & Hospital Association Annual Membership Meeting Grand Hotel/Mackinac Island/0629.2006. Part 1. EXCELLENCE. ALWAYS. The Irreducible209. EXCELLENCE. THE MANDATE.

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

  2. Part 1

  3. EXCELLENCE. ALWAYS.

  4. TheIrreducible209

  5. EXCELLENCE. THE MANDATE.

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

  7. EXCELLENCE. THE WORD.

  8. SynonymsPurityTranscendenceVirtueEleganceMajestyAntonymsMediocritySynonymsPurityTranscendenceVirtueEleganceMajestyAntonymsMediocrity

  9. EXCELLENCE. 1982.

  10. 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”

  11. EXCELLENCE. ALWAYS.

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

  13. 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.

  14. 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

  15. Business:The Ultimate Creative Endeavor.

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

  17. Business:The Ultimate Transcendent Service Opportunity.

  18. EXCELLENCE. YOU & ME.

  19. “This is the true joy of Life, the being used for a purpose recognized by yourself as a mighty one … the being a force of Nature instead of a feverish, selfish little clod of ailments and grievances complaining that the world will not devote itself to making you happy.”—GB Shaw/Man and Superman

  20. “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.

  21. EXCELLENCE. INNOVATE. OR. DIE.

  22. “A focus on cost-cutting and efficiency has helped many organizations weather the downturn, but this approach will ultimately render them obsolete.Only the constant pursuit of innovation can ensure long-term success.”—Daniel Muzyka, Dean, Sauder School of Business, Univ of British Columbia (FT/09.17.04)

  23. “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

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

  25. GM

  26. Innovation: The Secrets

  27. Parallel universe!

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

  29. “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

  30. “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

  31. Culture of Prototyping“Effective prototyping may be the most valuable core competence an innovative organization can hope to have.”Michael Schrage

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

  33. EXCELLENCE. DRAMATIC.DIFFERENCE.DOABLE.

  34. $798

  35. $415/SqFt/Wal*Mart$798/SqFt/Whole Foods

  36. 7X. 730A-800P. F12A.**’93-’03/10 yr annual return: CB: 29%; WM: 17%; HD: 16%. Mkt Cap: 48% p.a.

  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. “Women arethemajority market”—Fara Warner/The Power of the Purse

  43. “Forget China, India and the Internet: Economic Growth Is Driven by Women.”—Headline, Economist, April 15, Leader, page 14

  44. 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.

  45. EXCELLENCE. EXPERIENCE IT.

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

  47. “The [Starbucks] Fix” Is on …“We have identified a ‘third place.’ And I really believe that sets us apart. The third place is that place that’s not work or home. It’s the place our customers come for refuge.”Nancy Orsolini, District Manager

  48. CXO**Chief eXperience Officer

  49. EXCELLENCE. THE STORY.

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

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