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Tom Peters’ Re-Imagine EXCELLENCE ! Initially prepared for: e-town Festival

Tom Peters’ Re-Imagine EXCELLENCE ! Initially prepared for: e-town Festival Edmonton Economic Development Edmonton/12 September 2014; modified & expanded 17 September 2014

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Tom Peters’ Re-Imagine EXCELLENCE ! Initially prepared for: e-town Festival

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  1. Tom Peters’ Re-ImagineEXCELLENCE! Initially prepared for: e-town Festival Edmonton Economic Development Edmonton/12 September 2014; modified & expanded 17 September 2014 (For more see tompeters.com and our fully annotated 23-part Master Compendium [Mother of All Presentations] at excellencenow.com.)

  2. CONRAD HILTON …

  3. CONRADHILTON, 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 …

  4. “Remember to tuck the shower curtain inside the bathtub.”

  5. They come for “location, location, location.” They … COME BACK … because of the tucked-in shower curtain. (And [ALL] the profit is made on the return visits and recommendations to others.)

  6. “EXECUTION ISSTRATEGY.”—Fred Malek

  7. “Amateurs talk about strategy. Professionals talk about logistics.” —Omar Bradley, commander of American troops/D-Day

  8. “In real life, strategy is actually very straightforward. Pick a general direction …andimplementlikehell.”—Jack Welch

  9. “COSTCO FIGURED OUT THE BIG,SIMPLE THINGS AND EXECUTEDWITH TOTAL FANATICISM.”—Charles Munger, Berkshire Hathaway

  10. “EXECUTION IS THEJOBOF THE BUSINESS LEADER.”—Larry Bossidy & Ram Charan/ Execution: The Discipline of Getting Things Done

  11. No matter how crazy and disruptive the times are … Execution Excellence is (as always) the sine qua non of success and durability. BELIEVE IT.

  12. EXCELLENCE!

  13. People! Customers! Action! Values!

  14. 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

  15. “Breakthrough” 82* People! Customers! Action! Values! *In Search of Excellence

  16. In Search of Excellence in … 4words. (No kidding.)

  17. EXCELLENCE is not a “long-term” "aspiration.” EXCELLENCE is the ultimate short-term strategy. EXCELLENCE is … THE NEXT5MINUTES.* (*Or NOT.)

  18. EXCELLENCE is not an "aspiration." EXCELLENCE is … THE NEXT FIVE MINUTES. EXCELLENCE is your next conversation. Or not. EXCELLENCE is your next meeting. Or not. EXCELLENCE is shutting up and listening—really listening. Or not. EXCELLENCE is your next customer contact. Or not. EXCELLENCE is saying “Thank you” for something “small.” Or not. EXCELLENCE is the next time you shoulder responsibility and apologize. Or not. EXCELLENCE is waaay over-reacting to a screw-up. Or not. EXCELLENCE is the flowers you brought to work today. Or not. EXCELLENCE is lending a hand to an “outsider” who’s fallen behind schedule. Or not. EXCELLENCE is bothering to learn the way folks in finance (or IS or HR) think. Or not. EXCELLENCE is waaay “over”-preparing for a 3-minute presentation. Or not. EXCELLENCE is turning “insignificant” tasks into models of … EXCELLENCE. Or not.

  19. WHY NOT?

  20. “Why in the World did you go to Siberia?”

  21. Enterprise* (*at its best):An emotional, vital, innovative, joyful, creative, entrepreneurial endeavor that elicits maximum concerted human potential in the wholehearted pursuit of EXCELLENCE in service of others.****Employees, Customers, Suppliers, Communities, Owners, Temporary partners

  22. Lecturing in Siberia. In April 2006. Capitalism seeps into the farthest corners of the world. I laid out a vision for enterprise—at its best. I said there, and I say here: WHY NOT?

  23. People People PeoplePeople People

  24. It’s as obvious as the end of one’s nose … but still honored in the breach far more often than not. People first means people first. (And along the way it’s the best way to boost profit and growth.)

  25. People: 1/4,096

  26. 4,096 slides in my 23-part MOAP/“Mother Of All Presentations,” three years in the making. ONE slide by definition had to come first. This one, with a quote from Richard Branson, was #1:

  27. “Business has to give people enriching, rewarding lives …

  28. 1/4,096: excellencenow.com “Business has to give people enriching, rewarding lives … or it's simply not worth doing.” —Richard Branson

  29. “You have to treat your employees like customers.”—Herb Kelleher, upon being asked his “secret to success”Source: Joe Nocera, NYT, “Parting Words of an Airline Pioneer,” on the occasion of Herb Kelleher’s retirement after 37 years at Southwest Airlines (SWA’s pilots union took out a full-page ad in USA Today thanking HK for all he had done) ; across the way in Dallas, American Airlines’ pilots were picketingAA’s Annual Meeting)

  30. “hostmanship”/ “consideration renovation”

  31. “The path to a hostmanshipculture paradoxically does not go through the guest. In fact it wouldn’t be totally wrong to say that the guest has nothing to do with it. True hostmanship leaders focus on their employees. What drives exceptionalism is finding the right people and getting them to love their work and see it as a passion. ... The guest comes into the picture only when you are ready to ask, ‘Would you prefer to stay at a hotel where the staff love their work or where management has made customers its highest priority?’”“We went through the hotel and made a ... ‘consideration renovation.’Instead of redoing bathrooms, dining rooms, and guest rooms, we gave employees new uniforms, bought flowers and fruit, and changed colors.Our focus was totally on the staff.They were the ones we wanted to make happy.We wanted them to wake up every morning excited about a new day at work.” —Jan Gunnarsson and Olle Blohm, Hostmanship: The Art of Making People Feel Welcome.

  32. “ … The guest comes into the picture only when you are ready to ask, ‘Would you prefer to stay at a hotel where the staff love their work or where management has made customers its highest priority?’”

  33. Ponder this. P-L-E-A-S-E. (Take your time.)

  34. EMPLOYEES FIRST, CUSTOMERS SECOND: Turning Conventional Management Upside Down Vineet Nayar/CEO/HCL Technologies

  35. Rocket Science. NOT. “If you want staff to give great service, give great service to staff.” —Ari Weinzweig, Zingerman’s Source: Small Giants: Companies That Choose to Be Great Instead of Big, Bo Burlingham

  36. EXCELLENT customer experience depends … entirely … onEXCELLENT employee experience! If you want to WOW your customers, FIRST you must WOW those who WOW the customers!

  37. I repeat. This is NOT rocket science.

  38. Wegmans (was #1/Best Company to Work For in USA) Container Store (was #1/Best Company to Work For in USA) Whole Foods Costco Publix Darden Restaurants Build-A-Bear Workshops Starbucks

  39. “They” say you can’t do this “people stuff” in the likes of retail. NONSENSE. These were a few of the retailers on the most recent list of “100 Best Companies to Work for in America.” In the past, a couple of these companies were in fact #1.

  40. “Contrary to conventional corporate thinking, treating retail workers much better may make everyone (including their employers) much richer.”* ** *Duh! **Cited in particular, The Good Jobs Strategy, by M.I.T. professor Zeynep Ton.

  41. Duh!

  42. The Good Jobs Strategy: How the Smartest Companies Invest in Employees to Lower Costs & Boost Profits—Zeynep Ton, MIT Sloan School Notes: Cases all retail, include Costco and Trader Joe’s. E.g., Costco: Average hourly pay $20.89—40% greater than #1 competitor, Sam’s Club.

  43. Read this.

  44. “In a world where customers wake up every morning asking, ‘What’s new, what’s different, what’s amazing?’ success depends on a company’s ability to unleash initiative, imagination and passion of employees at all levels—and this can only happen if all those folks are connected heart and soul to their work [their ‘calling’], their company and their mission.”—John Mackey and Raj Sisoda, Conscious Capitalism: Liberating the Heroic Spirit of Business

  45. Mackey is the CEO/founder of Whole Foods. (The book is a gem; I’ve given close to 50 copies away.)

  46. Brand = Talent.

  47. Our MissionTO DEVELOP AND MANAGE TALENT;TO APPLY THAT TALENT,THROUGHOUT THE WORLD, FOR THE BENEFIT OF CLIENTS;TO DO SO IN PARTNERSHIP; TO DO SO WITH PROFIT.WPP

  48. Profit ROCKS. Profit is: DERIVATIVE.

  49. Les Wexner:FROM FASHION TRENDS GURU TO KICKS FROM PICKING/DEVELOPING PEOPLE!* *Limited Brands founder Les Wexner queried on astounding longterm growth & profitability: It happened because “I got as excited about developing people”as he had been about predicting fashion trends in his early years.

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