Conrad Hilton …

1. Conrad Hilton …

2. Conrad Hilton, 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 …

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

4. With which he turned and walked back to his seat.

5. Excellence. Always. PMMI/Turnberry Isle Resort & Club Tom Peters/04 April 2011 (Slides at tompeters.com)

6. NOTE:To appreciate this presentation [and ensure that it is not a mess], you need Microsoft fonts:“Showcard Gothic,”“Ravie,”“Chiller”and“Verdana”

7. Mittelstand Magic

8. “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 …Source: Paul Ormerod, Why Most Things Fail: Evolution, Extinction and Economics

9. “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

10. “Mr. Foster and his McKinsey colleagues collected detailed performance data stretching back 40 years for 1,000 U.S. companies.They found thatnoneof the long-term survivors managed to outperform the market. Worse, the longer companies had been in the database, the worse they did.”—Financial Times

11. Where the +201,000 new private-sector jobs came from* …51% Small firms41% Medium-sized8%Big*ADP National Employment Report/March2011

12. #4 Japan#3 USA#2 China#1 Germany

13. MittELstand* ** *“agile creatures darting between the legs of the multinational monsters"(Bloomberg BusinessWeek, 10.10) **E.g., GoldmannProduktion

14. *Basement Systems Inc.(Seymour CT)*Dry Basement Science (100,000++ copies!)*1990: $0; 2003: $13M; 2008: $62,000,000

16. Jim’s Mowing Canada Jim’s Mowing UK Jim’s Antennas Jim’s Bookkeeping Jim’s Building Maintenance Jim’s Carpet Cleaning Jim’s Car Cleaning Jim’s Computer Services Jim’s Dog Wash Jim’s Driving School Jim’s Fencing Jim’s Floors Jim’s Painting Jim’s Paving Jim’s Pergolas [gazebos] Jim’s Pool Care Jim’s Pressure Cleaning Jim’s Roofing Jim’s Security Doors Jim’s Trees Jim’s Window Cleaning Jim’s Windscreens Note: Download, free, Jim Penman’s book: What Will They Franchise Next? The Story of Jim’s Group

17. “Be the best. It’s the only market that’s not crowded.” From: Retail Superstars: Inside the 25 Best Independent Stores in America, George Whalin

18. Beyond Satisfaction With the Product

19. “Lou, considering all the money I’ve spent with you guys, why in the hell hasn’t my business been transformed?”

20. $55B**IBM Global Services/“Systems integrator of choice”

21. IBMtoIBM

22. “You are headed for commodity hell if you don’t have services.”—Lou Gerstner, on IBM’s coming revolution (1997)

23. From “product satisfaction” to “profitable solutions”/“business success”:Larry solves problems.Jim solves problems. Lou solves problems.

24. “HP to acquire EDS* for $13.9 billion”Source: Hewlett-Packard press release/05.13.2008*EDS was the first large computer services.

25. “WHAT CAN BROWN DO FOR YOU?”“It’s all about solutions. We talk with customers about how to run better, stronger, cheaper supply chains. We have 1,000 engineers who work with customers …”—Bob Stoffel, UPS senior exec

26. I. LAN Installation Co. (3%)II. Geek Squad. (30%.)III. Acquired by BestBuy.IV. Flagship of BestBuy Wholesale “Solutions” Strategy Makeover.

27. Huge:Customer “Satisfaction with product”versus Customer“Success”

28. “The leading Indian outsourcers reckon that the key to their long-term prosperity is bagging ever larger deals …and moving ever higher up the value chain.”—The Economist/

29. Little Things Matter

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

31. “May I clean your glasses, sir?”

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

33. Big carts = 1.5X Source: Walmart

34. Design Is a participative sport

35. “Design is treated like a religion at BMW.”—Fortune

36. “Packages … are about containing and labeling and informing and celebrating. They are about power and flattery and trying to win people’s trust. They are about beauty and craftsmanship and comfort. They are about color, protection, survival.”–Thomas Hine, The Total Package

37. “Design is everything. Everything is design.” “We are all designers.” Inspiration: The Power of Design: A Force for Transforming Everything, Richard Farson

38. Harry Quadracci/QuadGraphics …invents blow-in ads(Not the magazine industry)

39. Just Do it

40. 1/45

41. “We have a strategic plan. It’s called … doing things.”—Herb Kelleher

42. READY.FIRE!AIM.H. Ross Perot (vs “Aim! Aim! Aim!”/EDS vs GM/1985)

43. “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#5.By the time our rivals are ready with wires and screws, we are on version #10.It gets back to planning versus acting: We act from day one; others plan how toplan—for months.” —Bloomberg by Bloomberg

44. “Experiment fearlessly”“Relentless trial and error”Source: BusinessWeek, “Type A Organization Strategies: How to Hit a Moving Target”—Tactic #1

45. “Fail. Forward. Fast.”High Tech CEO, Pennsylvania

46. “Re-arrange the mind of the enemy”—T.E. Lawrence

47. 1/5,000: “You miss 100% of the shots you never take.”—WayneGretzky

48. We are what we eat/Who we hang out with

49. “You will become like the five people you associate with the most—this can be either a blessing or a curse.”—Billy Cox

50. The “We are what we eat”/ “We are who we hang out with” Axiom:At its core, every (!!!) relationship-partnership decision (employee, vendor, customer, etc, etc) is a strategic decision about:“Innovate, ‘Yes’ or‘No’ ”