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Tom Peters’ Re-Imagine! Business Excellence in a Disruptive Age CAMEX/New Orleans/27February2005

Tom Peters’ Re-Imagine! Business Excellence in a Disruptive Age CAMEX/New Orleans/27February2005. Slides at … tompeters.com. To Ray* *Re-imagineer-in-Chief. Re-imagine! Not Your Father’s World I. 26 m. 43 h. 35/70. W = 2 X I.

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Tom Peters’ Re-Imagine! Business Excellence in a Disruptive Age CAMEX/New Orleans/27February2005

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  1. Tom Peters’ Re-Imagine!Business Excellence in a Disruptive AgeCAMEX/New Orleans/27February2005

  2. Slides at …tompeters.com

  3. ToRay**Re-imagineer-in-Chief

  4. Re-imagine! Not Your Father’s World I.

  5. 26m

  6. 43h

  7. 35/70

  8. W=2XI

  9. “GOOGLE IS ADDING MAJOR LIBRARIES TO ITS DATABASE”—NYT/Headline/p1/12.14.2004

  10. Re-imagine! Not Your Father’s World II.

  11. “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)

  12. Tom’s Story.

  13. “In Tom’s world, it’s always better to try a swan dive and deliver a colossal belly flop than to step timidly off the board while holding your nose.” —Fast Company /October2003

  14. “Gasp-worthy!”

  15. The General’s Story.

  16. “If you don’t like change, you’re going to like irrelevance even less.” —General Eric Shinseki, Chief of Staff. U. S. Army

  17. 1. Re-imagine Permanence: The Emperor Has No Clothes!

  18. Forbes100 from 1917 to 1987: 39 members of the Class of ’17 were alive in ’87; 18 in ’87 F100; 18 F100 “survivors” underperformed the market by 20%; just 2 (2%), GE & Kodak, outperformed the market 1917 to 1987.S&P 500 from 1957 to 1997: 74 members of the Class of ’57 were alive in ’97; 12 (2.4%) of 500 outperformed the market from 1957 to 1997.Source: Dick Foster & Sarah Kaplan, Creative Destruction: Why Companies That Are Built to Last Underperform the Market

  19. 2. Re-imagine: Innovate or Die!

  20. A380!

  21. “What drove Trippe? A fury that the future was always being hijacked by people with smaller ideas.”—Harold Evans on Juan Trippe, the PanAm boss who brought the B747 to life (WSJ/02.24.2005)

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

  23. Just Say No …“I don’t intend to be known as the ‘King of the Tinkerers.’ ”CEO, large financial services company

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

  25. “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

  26. 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

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

  29. Question #1 … “HOW WILL THIS PROJECT ENHANCE THE CUSTOMER EXPERIENCE IN A WAY THAT WILL IMPLEMENT ‘DRAMATIC DIFFERENCES’ FROM OUR COMPETITORS SO THAT WE CAN CAPTURE NEW CUSTOMERS, RETAIN OLD CUSTOMERS & GROW THEIR BUSINESS, BUILD OUR BRAND INTO A LOVEMARK … AND KICK-START THE ‘TOP LINE’?”

  30. 3. Re-imagine Business’ Fundamental Value Proposition: Fighting “Inevitable Commoditization” via“The Solutions Imperative.”

  31. “While everything may be better, it is also increasingly the same.”Paul Goldberger on retail, “The Sameness of Things,”The New York Times

  32. And the “M” Stands for … ?Gerstner’s IBM:“Systems Integrator of choice.” (BW)IBM Global Services:$35B

  33. “Big Brown’s New Bag: UPS Aims to Be the Traffic Manager for Corporate America”—Headline/BW/07.19.2004

  34. New York-Presbyterian:7-year, $500M enterprise-systems consulting and equipment contract with GE Medical SystemsSource: NYT/07.18.2004

  35. 4. Re-imagine Enterprise asTheater I: A World of 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. “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

  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. 2/503Q04

  40. The “Experience Ladder”Experiences ServicesGoods Raw Materials

  41. Bob Lutz:“I see us as being in the art business. Art, entertainment and mobile sculpture, which, coincidentally, also happens to provide transportation.”Source: NYT 10.19.01

  42. Q: “Why did you buy Jordan’s Furniture?”A: “Jordan’s is spectacular.It’s all showmanship.Source: Warren Buffet interview/Boston Sunday Globe/12.05.2004

  43. Now You’ve Heard It All …“We want our branches to be a place where people come as a destination.”—Amy Brady, on the BofA effort to learn from Starbucks and Gap (“The Fun Factor”/The Boston Globe/08.30.04

  44. Service (EXPERIENCE!) Excellence Found! Three TP Awards: Susan & I shopped Saturday at Whole Foods Market/Boston. WOW! Food … AWESOME. Presentation … AWESOME. Staff Attitude & Knowledge … AWESOME. “Last Impression” (help with bags in an urban setting) … AWESOME. Talk about “Experience Marketing” … “Dream Merchants” … “Lovemark”! These guys top Starbucks by a mile in my book! Next up: Apple Store CambridgeSide. What a show! The “product,” of course, is … AWESOME. The ambience is … AWESOME. The Staff Attentiveness & EXPERTISE & Teaching Skill is … AWESOME. And on the Experience Front, Apple runs a blizzard of Cool Activities. (Last Saturday, for instance: 9-10am, “Getting Started Workshop;” 1-130pm, “iLife ’04 Presentation;” 3-330pm, “iPod & iTunes Presentation;” 5-530pm, “GarageBand Presentation.” On weekday evenings there are often advanced presentations.)

  45. X05:ExcellenceFound.2005!

  46. And the Winner is …1. Audacity of Vision2. Innovation/R&D/Design3. Talent Acquisition & Development4. Resultant “Experience”5. Strategic Alliances6. Operations7. Financial Management8. Overall/Sustaining Excellence9. “Wow!”10. Lovemark!

  47. X04Cirque du Soleil … Infosys … FBR/Friedman Billings Ramsey … London Drugs … Build-A-Bear …Griffin Health Services/Planetree Alliance … Whole Foods ... The Met/Big Picture schools … Progressive … Commerce Bank … Richard Branson … (HSM/WSB/CR/4S*)*My partners: Washington Speakers Bureau, HSM, Canyon Ranch, Four Seasons

  48. Cirque du Soleil!

  49. Prep …DRALION/Cirque du Soleil

  50. London Drugs!

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