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Tom Peters’ Excellence: The Relentless Pursuit of Dramatic Difference ! NAPA/Atlanta/09FEB2006. Slides at … tompeters.com. New world. THREE BILLION NEW CAPITALISTS —Clyde Prestowitz. Business Mantra #1* of the ’00s: DON’T TRY TO COMPETE WITH WAL*MART ON PRICE OR CHINA ON COST !
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Tom Peters’Excellence:The RelentlessPursuit ofDramatic Difference!NAPA/Atlanta/09FEB2006
Business Mantra #1* of the ’00s:DON’T TRY TO COMPETE WITH WAL*MART ON PRICE OR CHINA ON COST! *Mantra #2: See Mantra #1
“If you don’t like change, you’re going to like irrelevance even less.” —General Eric Shinseki, Chief of Staff. U. S. Army
Best is not good enough!**“Non-linear”:Tiger/Lance/Mike Leach/Dell/Wal*Mart/etc
Program06*Study moreRenew moreTailor moreOffer moreListen moreMarket morePractice moreChallenge moreSocialize moreSmile moreFollow-up morePlan execution moreCost control more*Thanks, Mr President
“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
Franchise Lost!TP:“How many of you[600]reallycravea new Chevy?”NYC/IIR/061205
ABCDEAvgToilets 0 1 65 5D Gen’l Cleanliness 1 2 85 1C-Speed 4 6 52 0 BAttitude 1 3 8 4 1C Overall “Experience” 0395 0C-TOTAL 61536 217
“When we did it ‘right’ it was still pretty ordinary.”Barry Gibbons on“Nightmare No. 1”
Fight ’til Death!“I thought, ‘What a dreadful mission I have in life.’ I’d love to get six-thousand restaurants up to spec, but when I do it’s ‘Ho-hum.’ It’s bugged me ever since. It’s one of the great paradoxes of modern business. We all know distinction is key, and yet in the last twenty years we have created a plethora of ho-hum products and services.We swim in an ocean of ho-hum, and I’m going to fight it. I’m going to die fighting it.”— Barry Gibbons
4X:“At London Drugs, everyone cares about everything.”—Wynne Powell
7X. 730A-800P. F12A.**’93-’03/10 yr annual return: CB: 29%; WM: 17%; HD: 16%. Mkt Cap: 48% p.a.
No Excuses: #1*84%: Grocery stores “are all alike”46%: additional spend if customers have an “emotional connection” to a grocery store rather than “are satisfied” (Gallup)“Going to Wegmans is not just shopping, it’s an event.”—Christopher Hoyt, grocery consultant“You cannot separate their strategy as a retailer from their strategy as an employer.”—Darrell Rigby, Bain & Co.*100 Best Companies to Work for/Fortune/2005
“You do not merely want to be the best of the best.You want to be considered the only ones who do what you do.”Jerry Garcia
The Value-added Ladder: Stuff plus TransactionsServicesGoods Raw Materials
And the “M” Stands for … ?Gerstner’s IBM:“Systems Integrator of choice.”(BW)IBM Global Services:$55B
“Big Brown’s New Bag: UPS Aims to Be theTraffic Manager for Corporate America”—Headline/BW/07.19.2004
The Value-added LadderGamechanging SolutionsServicesGoods Raw Materials
Static/ImitativeIntegrity.Quality.Excellence.Continuous Improvement.Superior Service (Exceeds Expectations.)Completely Satisfactory Transaction.Smooth Evolution.Market Share.Dynamic/DifferentDramatic Difference!Disruptive!Insanely Great! (Quality++++)Life-(Industry-)changing Experience!Game-changing!WOW!Surprise!Delight!Breathtaking!Market Creation!
“The only reason to give a speech is to change the world.” —JFK
“Experiencesare as distinct from services as services are from goods.”Joseph Pine & James Gilmore, The Experience Economy: Work Is Theatre & Every Business a Stage
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
The Value-added LadderAwesome ExperiencesGamechanging SolutionsServicesGoods Raw Materials