Tom Peters’ The (My) Search for Excellence Continues:From Institutional “Healthcare” to Humane Healing and WellnessNAHC/Seattle/10.24.2005
“If you don’t like change, you’re going to like irrelevance even less.” —General Eric Shinseki, Chief of Staff. U. S. Army
“We may not be interested in chaos but chaos is interested in us.”—Robert Cooper, The Breaking of Nations: Order and Chaos in the Twenty-first Century
“It is not the strongest of the species that survives, nor the most intelligent, but the one most responsive to change.”—Charles Darwin
“The most successful people are those who are good at plan B.”—James Yorke, mathematician, on chaos theory in The New Scientist
“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)
“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
Nelson’s secret:“[Other] admirals more frightened of losing than anxious to win”
I, Boomer+ (Geezer, Class of ‘42), do hereby declare, on this the 23th day of 2005, that … I want to die at home on my Farm in Tinmouth Vermont,* with my wife and kids** nearby. I thank NAHC and the “D.C. Nine”(the Supremes) for helping make this possible!*I’m not in a hurry!**And: ponds, birds, flowers, dogs, geese, donkeys, barn cats, alpacas, mice, skunks, porcupines,
What is In Search of Excellence all about:People. Emotion. Engagement. Empowerment. Caring.
What is In Search of Excellence in Healthcare all about:People. Emotion. Engagement. Empowerment. Caring.
“Hard Science/Technology abetted by the Human/Healing Touch”? Or:“The Human/Healing Touch abetted by Hard Science/ Technology”?
Home care: “Only” about Emotion & Healing. (The “Missing 95%”)**Tom World: biz “strategy,” customer service, people, etc.
TP’s Healing & Wellness Manifesto2005(1) Acute-care facilities are “killing fields.”(WE KNOW WHAT TO DO.)(2) Shift the “community” focus 90 degrees (not 180, but not 25) from “fix it” to “prevent it.” (WE KNOW WHAT TO DO.)(3) There are two primary aims for “all this”: Wellness-Healing. (WE KNOW WHAT TO DO.)(4) I’m mad as hell and I’m not going to take it anymore. (I KNOW WHAT TO DO.)
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
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.
“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
RE/MAX: A “LifeSuccessCompany”Source: Everybody Wins, Phil Harkins & Keith Hollihan
Wegman’s:#1100 Best Companies to Work for84%: 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 Wegman’s 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.
“Experiencesare as distinct from services as services are from goods.”Joseph Pine & James Gilmore, The Experience Economy: Work Is Theatre & Every Business a Stage
Beyond the “Transaction”/ “Satisfaction” Mentality“Good hotel”/ “Happy guest”/“Exceeded Expectations”vs.“Great Vacation!”/ “Great Conference!”/ “Operation PersonalRenewal!”
“The Ritz-Carlton experience enlivens the senses, instills well-being, and fulfills even the unexpressed wishes and needs of our guests.”— from the Ritz-Carlton Credo
Furniture vs. Dreams“We do not sell ‘furniture’ at Domain.We sell dreams.This is accomplished by addressing the half-formed needs in our customers’ heads. By uncovering these needs, we, in essence, fill in the blanks.We convert ‘needs’ into ‘dreams.’ Sales are the inevitable result.”— Judy George, Domain Home Fashions
All Equal Except …“At Sony we assume that all products of our competitors have basically the same technology, price, performance and features.Design is the only thing that differentiates one product from another in the marketplace.”NorioOhga
“With its carefully conceived mix of colors and textures, aromas and music, Starbucksis more indicative of our era than the iMac. It is to the Age of Aesthetics what McDonald’s was to the Age of Convenience or Ford was to the Age of Mass Production—the touchstone success story, the exemplar of all that is good and bad about the aesthetic imperative. … ‘Every Starbucks store is carefully designed to enhance the quality of everything the customers see, touch, hear, smell or taste,’ writes CEO Howard Schultz.”—Virginia Postrel, The Substance of Style: How the Rise of Aesthetic Value Is Remaking Commerce, Culture and Consciousness
“We don’t have a good language to talk about this kind of thing. In most people’s vocabularies, design means veneer. … But to me, nothing could be further from the meaning of design. Design is the fundamentalsoul of a man-made creation.”Steve Jobs