Remember Me? Business Travel Is about Better Business! Tom Peters/NBTA/Dallas/08.12.2003

1. Remember Me? Business Travel Is about Better Business!Tom Peters/NBTA/Dallas/08.12.2003

2. Slides at …tompeters.com

3. 1. All Bets Are Off.

4. “Uncertainty is the only thing to be sure of.–Anthony Muh,head of investment in Asia, Citigroup Asset Management“If you don’t like change, you’re going to like irrelevance even less.”—General Eric Shinseki, Chief of Staff, U. S. Army

5. Forget>“Learn”“The problem is never how to get new, innovative thoughts into your mind, but how to get the old ones out.”Dee Hock

6. You must become an ignorant man againAnd see the sun again with an ignorant eyeAnd see it clearly in the idea of it.--Wallace Stevens/“Notes Toward a Supreme Fiction”

7. Implication: Think BOLD! Re-imagine!

8. 2. The Destruction Imperative.

9. “The corporation as we know it, which is now 120 years old, isnot likely to survive the next 25 years.Legally and financially, yes, but not structurally and economically.”Peter Drucker, Business 2.0 (08.00)

10. “Our military structure today is essentially one developed and designed by Napoleon.”Admiral Bill Owens, former Vice Chairman, Joint Chiefs of Staff

11. From: Weapon v. WeaponTo:Org structure v. Org structure

12. “Dawn Meyerreicks, CTO of the Defense Intelligence Systems Agency, made one of the most fateful military calls of the 21st century. After 9/11 … her office quickly leased all the available transponders covering Central Asia. The implications should change everything about U.S. military thinking in the years ahead. “The U.S. Air Force had kicked off its fight against the Taliban with an ineffective bombing campaign, and Washington was anguishing over whether to send in a few Army divisions. Donald Rumsfeld told Gen. Tommy Franks to give the initiative to 250 Special Forces already on the ground. They used satellite phones, Predator surveillance drones, and GPS- and laser-based targeting systems to make the air strikes brutally effective.“In effect, they ‘Napsterized’ the battlefield by cutting out the middlemen (much of the military’s command and control) and working directly with the real players. … The data came in so fast that HQ revised operating procedures to allow intelligence analysts and attack planners to work directly together. Their favorite tool, incidentally, was instant messaging over a secure network.”—Ned Desmond/“Broadband’s New Killer App”/Business 2.0/ OCT2002

13. Eric’s ArmyFlat.Fast.Agile.Adaptable.Light … But Lethal.Talent/ “I Am an Army of One.”Info-intense.Network-centric.

14. No Wiggle Room!“Incrementalism is innovation’s worst enemy.” Nicholas Negroponte

15. “To grow, companies need to break out of a vicious cycle of competitive benchmarking, imitation and pursuit.”—W. Chan Kim & Renée Mauborgne, “Think for Yourself —Stop Copying a Rival,” Financial Times/08.11.03

16. Implication: Reconceive the “travel” function: From “minimize travel expenses and unnecessary travel” to “strategic partner in conjuring up communication infrastructure for tomorrow’s excellent enterprise”

17. 3. The White Collar Tsunami.

18. E.g. …Jeff Immelt: 75% of “admin, back room, finance” “digitalized” in 3 years.Source: BW (01.28.02)

19. “GE is a champion of India’s scientists, technicians, business analysts and graduates, thousands of whom work at the U.S. conglomerate’s offshore service centers in India. They are the low-cost, high capability vanguard of GE’s outsourcing to India. Along the way, GE has transformed its cost structure, enhanced its ability to provide technology services and incubated a rare world-class industry in India.” —FT/06.03.03

20. BW Cover/02.2003“IS YOUR JOB NEXT? A New Round of GLOBALIZATION Is Sending Upscale Jobs Offshore. They Include Chip Design, Basic Research—even Financial Analysis. Can America Lose These Jobs and Still Prosper?”

21. “Outsourcing Trend Called ‘Threat’ to Middle-class Workforce” —USA Today/08.05.03 (Mgt jobs moving: 2000: 0; 2005: 37,000)“Loss of Factory Jobs May Have a Long Fall to Bottom” —Boston Globe/08.10.03 (75,000 per month during last 18 months)“The New Job Reality” —Cover/USN&WR/08.11.03 (“The dearth of jobs stems from factors signaling a sea change…”)

22. Implication: The magnitude of this revolution is mind-boggling. (Surviving “Talent” will Rule!)

23. “The Creative Class derives its identity from its members’ roles as purveyors of creativity. Because creativity is the driving force of economic growth, in terms of influence the Creative Class has become the dominant class in society.” —Richard Florida, The Rise of the Creative Class (38M, 30%)

24. 4. The “PSF Solution”:Transforming “Departments” into Full-fledged Professional Service Firms.

25. Sarah: “ Daddy, what do you do?”Daddy: “I’m a ‘cost center.’ ”

26. Answer: PSF![Professional Service Firm]Department Headto …Managing Partner, HR [IS, etc.] Inc.

27. “Typically in a mortgage company or financial services company, ‘risk management’ is an overhead, not a revenue center. We’ve become more than that.We pay for ourselves, and we actually make money for the company.”—Frank Eichorn, Director of Credit Risk Data Management Group, Wells Fargo Home Mortgage (Source: sas.com)

28. Implication: “Travel” becomes self-sustaining “PSF.”.

29. Brand = Talent

30. 5. Moving Up the Value Ladder:The “Solutions Imperative.”

31. Gerstner’s IBM: Systems Integrator of choice. Global Services: $35B.Pledge/’99: Business Partner Charter. 72 strategic partners, aim for 200. Drop many in-house programs/products. (BW/12.01).

32. “UPS wants to take over the sweet spot in the endless loop of goods, information and capital that all the packages [it moves] represent.”ecompany.com/06.01 (E.g., UPS Logistics manages the logistics of 4.5M Ford vehicles, from 21 mfg. sites to 6,000 NA dealers)

33. “ ‘Architecture’ is becoming a commodity. Winners will be ‘Turnkey Facilities Management’ providers.”SMPS Exec

34. Implication: “Value-added = Limitless

35. 6. Solutions+: Providing Scintillating “Experiences.”

36. “Experiencesare as distinct from services as services are from goods.”Joseph Pine & James Gilmore, The Experience Economy: Work Is Theatre & Every Business a Stage

37. “Club Med is more than just a ‘resort’; it’s a means of rediscovering oneself, of inventing an entirely new ‘me.’ ”Source: Jean-Marie Dru, Disruption

38. Experience: “Rebel Lifestyle!”“What we sell is the ability for a 43-year-old accountant to dress in black leather, ride through small towns and have people be afraid of him.”Harley exec, quoted in Results-Based Leadership

39. WHAT CAN BROWN DO FOR YOU?

40. The “Experience Ladder”Experiences ServicesGoods Raw Materials

41. <TGWvs.>TGR

42. Guiding premise: Business travel/business-on-the-roadis my life. Hence: Let’s talk facilitation of Excellent Tom Experiences as much as/more than cost containment, restriction of my options, and the chance for me to add to my 180 DPY on the road by getting a few extra “gift”-of-the-airlines Saturdays away from my family—so that my CEO afford the jet fuel for his Gulfstream/s. After all, the long term goal of “all this” is to maximize my “trip productivity”—not to minimize my time “playing” the Great Game of Travel on the Web.

43. CM<PM

44. Implication: Help me do a better job! Help me achieve Excellence!

45. 7. Getting It Done: The WOW Project.

46. “Reward excellent failures. Punish mediocre successes.”Phil Daniels, Sydney exec

47. Characteristics of the “Also rans”*“Minimize risk”“Respect the chain of command”“Support the boss”“Make budget”*Fortune, article on “Most Admired Global Corporations”

48. Audie Murphy was the most decorated soldier in WW2. He won every medal we had to offer, plus 5 presented by Belgium and France. There was one common medal he never won …

49. … the Good Conduct medal.

50. Implication: Thinking “outside the box” must become the norm. On every project. WOW … 100% of the time. (Or bust.)