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Slides at … tompeters

Explore the transformation of healthcare from a focus on cost-cutting to a pursuit of innovation and patient-centered care. Discover the importance of people, emotion, engagement, empowerment, and caring in healthcare. Learn about the impact of the human/healing touch in conjunction with science/technology. Uncover the essence of home care and the missing 95% in healthcare. Embrace the Healing & Wellness Manifesto for a new era of healthcare.

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Slides at … tompeters

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  1. Tom Peters’ The (My) Search for Excellence Continues:From Institutional “Healthcare” to Humane Healing and WellnessNAHC/Seattle/10.24.2005

  2. Slides at …tompeters.com

  3. Life, circa 2005 ….

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

  5. “It is not the strongest of the species that survives, nor the most intelligent, but the one most responsive to change.”—Charles Darwin

  6. “The most successful people are those who are good at plan B.”—James Yorke, mathematician, on chaos theory in The New Scientist

  7. “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)

  8. “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

  9. This (NAHC) is personal …

  10. I, Boomer+ (Geezer, Class of ‘42), do hereby declare, on this the 23th day of October2005, 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

  11. This is professional …

  12. What is In Search of Excellence all about?

  13. What is In Search of Excellence all about:People. Emotion. Engagement. Empowerment. Caring.

  14. What is In Search of Excellence in Healthcare* all about?*Especially Home Care

  15. What is In Search of Excellence in Healthcare all about:People. Emotion. Engagement. Empowerment. Caring.(Safety.)

  16. TP/RHW: Hard is soft.Soft is hard.

  17. “Hard” Science/Technology abetted by the “soft” Human/Healing Touch?

  18. “Hard” Science/Technology abetted by the Human/Healing Touch? Or:“The Human/ Healing Touch abetted by Science/ Technology”?

  19. Home care: “Only” about Emotion & Healing. (The “Missing 95%”)**Tom World: biz “strategy,” customer service, people, etc.

  20. This I believe …

  21. 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.)

  22. Experience it!

  23. 2%/50%

  24. 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

  25. $798

  26. $415/SqFt/Wal*Mart$798/SqFt/Whole Foods

  27. 4

  29. Wegmans:#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 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.

  30. “Experiencesare as distinct from services as services are from goods.”Joseph Pine & James Gilmore, The Experience Economy: Work Is Theatre & Every Business a Stage

  31. The “Experience Ladder”Experiences ServicesGoods Raw Materials

  32. Beyond the “Transaction”/ “Satisfaction” Mentality“Good hotel”/ “Happy guest”/“Exceeded Expectations”vs.“Great Vacation!”/ “Great Conference!”/ “Operation PersonalRenewal!”

  33. One company’s answer:CXO**Chief eXperience Officer

  34. “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

  35. Design it!

  36. “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

  37. “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

  38. Brand it!

  39. “WHO ARE WE?”

  40. “WHAT’S OUR STORY?”

  41. “WHAT’S THE DREAM?”

  42. “EXACTLY HOW ARE WE DRAMATICALLYDIFFERENT?”

  43. Sell it: Women!

  44. Thanks,MartiBarletta!

  45. The Perfect Answer Jill and Jack buy slacks in black…

  46. “Women don’t buy brands. They join them.”EVEolution

  47. Sell it: Boomers!

  48. 2000-2010 Stats18-44: -1%55+: +21%(55-64: +47%)

  49. 44-65: “New Customer Majority” **45% larger than 18-43; 60% larger by 2010Source: Ageless Marketing, David Wolfe & Robert Snyder

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