Transcript Tom Peters’ X25* Toward Health(care) Excellence! Inova Leadership Institute/13 March 2007 *In Search of Excellence 1982-2007

Tom Peters’ X25*
Toward
Health(care)
Excellence!
Inova Leadership Institute/13 March 2007
*In Search of Excellence 1982-2007
11
Part 1
1
EXCELLENCE.
ALWAYS.
1
EXCELLENCE.
THE MANDATE.
1
“It is not the
strongest of the
species that survives,
nor the most
intelligent, but the
one most responsive
to change.”
—Charles Darwin
1
EXCELLENCE.
ALWAYS.
EVERYWHERE.
1
“Why in the
world did
you go to
Siberia?”
1
The Peters
Principles: Enthusiasm.
Emotion. Excellence. Energy.
Excitement. Service. Growth.
Creativity. Imagination. Vitality.
Joy. Surprise. Independence.
Spirit. Community. Limitless
human potential. Diversity. Profit.
Innovation. Design. Quality.
Entrepreneurialism. Wow.
Excellence1982: The Bedrock “Eight Basics”
1.
2.
3.
4.
5.
6.
7.
8.
A Bias for Action
Close to the Customer
Autonomy and Entrepreneurship
Productivity Through People
Hands On, Value-Driven
Stick to the Knitting
Simple Form, Lean Staff
Simultaneous Loose-Tight
Properties”
1
Part 2
1
“What’s Really Propping
Up the Economy:
Healthcare has added 1.7
million jobs since 2001.
The rest of the private
sector? None.”
Source: Title, cover story, BusinessWeek, 0925.2006
1
EXCELLENCE.
HEALTH(CARE).
1
“When I climb Mount
Rainier I face less
risk of death than
I’ll face on the
operating table.”
—Don Berwick, “Six Keys to Safer Hospitals: A Set of Simple Precautions
Could Prevent 100,000 Needless Deaths Every Year,” Newsweek (1212.2005)
1
March-June 2006:
Sample of
Healthcare “PR”
1
Doctors/Hospitals
53 autopsy studies … 24% misdiagnosis rate
(The Independent, 06.27)
“Medical Guesswork: From heart surgery to prostate care,
the health industry knows little about which common
treatments really work” (Cover, BusinessWeek, 0529) Dr David
Eddy/Kaiser Permanente Care Management Institute: “The problem
is we do not know what we are doing.” Eddy: 15% of what doctors
do is “backed by hard evidence” (BW); in general, 20% to 25%.
“What Doctors Hate About Hospitals” (Cover, Time, 05.01) “It
remains almost a stroke of luck to enter a U.S. hospital and receive
precisely the right treatment.” (Time) “No day passed—not one—
without a medication error. The errors were not rare; they were
the norm” (Don Berwick, on his wife’s treatment) “One medication
was discontinued by a physician’s order on the first day of
admission [Berwick’s wife] and yet was brought by a nurse every
single evening fo 14 days straight.” (Time) Harvard Public Health,
2002 study: “More than 1 in 3 doctors reported errors in their own or
a family member’s medical care.” (Time)
1
Big Pharma
“Pushing Pills: How Big Pharma Got Addicted To Marketing” (Cover,
Forbes, 05.08) Novartis: #4 best seller, Lamisil, toe fungus, $850 for
3-month treatment, “Digger Dermatopphyte” (Forbes) $42 billion on
R&D, $46 billion on marketing and admin. Salespeople: up 100,000 in
last 10 years, 1 per 9 docs vs 1 per 18 docs. (Forbes) Clinical trials
favor sponsor’s drug 90% of the time. “The comparative studies
are a joke.” —Dr Jack Rosenblatt (Forbes)
“Psychiatric Drugs Fare Favorably When Companies Pay for
Studies” (headline, USA Today. 05.25) 57% of studies paid by drug
companies, up from 25% in 1992. Favorable outcome for sponsor:
78%. Sponsored by neutral: 48%. Sponsored by competitor: 28%.
USA Today /American Psychiatric Association)
“Hey, You Don’t Look So Good: As diagnoses ofr once-rare illnesses
soar, doctors say drugmakers are ‘disease-mongering’ to boost
sales” (feature, BusinessWeek, 05.08)
1
Other
“Hazardous To Your Health” (New York Times Op-ed on
High Fructose Corn Syrup, 04.11); 112,000
deaths/year, $75 billion/per year associated with too
much fat; 2/3rd of Americans over-weight, 1/3rd children
“Call for Switch to Preventive Measures as 29 billion
[pound] Cost of Heart Disease is Revealed” (headline,
The Independent, 05.15)
“The Fat Police” “Obesity Tests: Every four-year-old
in the country to be officially screened” (headline,
The Independent, 05.21)
“The Politics of Fat” (headline, Time, 03.27); childhood
obesity up
3X
in 25 years
1
TP’s
Health(care)
Rants &
Passions
1
Quality!
Prevention!
Wellness!
Chronic care!
Childhood obesity!
H5N1!
1
COULD
IT TRULY BE THIS
AWFUL?
“Quality”:
1
2 38
m
s
1
90,000 killed
and 2,000,000
CDC 1998:
injured from
hospital-caused drug
errors & infections
1
HealthGrades/Denver:
195,000
hospital deaths per
year in the U.S., 2000-2002 = 390 full
jumbos/747s in the drink per year.
Comments: “This should give you pause
when you go to the hospital.”
National Quality Forum
—Dr. Kenneth Kizer,
. “There is little evidence
that patient safety has improved in
the last five years.” —Dr. Samantha Collier
Source: Boston Globe/07.27.04
1
1,000,000
“serious medication errors per
year” … “illegible handwriting,
misplaced decimal points, and
missed drug interactions and
allergies.”
Source: Wall Street Journal /Institute of Medicine
1
YE GADS!
New England Journal of Medicine/
Harvard Medical Practice Study: 4% error rate (1 of 4
negligence). “Subsequent investigations around the
country have confirmed the ubiquity of error.” “In one
small study of how clinicians perform when patients have
a sudden cardiac arrest, 27 of 30 clinicians made
an error in using the defibrillator.” Mistakes in
administering drugs (1995 study) “average once every
hospital admission.” “Lucian Leape, medicine’s leading
expert on error, points out that many other industries—
whether the task is manufacturing semiconductors or
serving customers at the Ritz Carlton—simply wouldn’t
countenance error rates like those in hospitals.”
—Complications, Atul Gawande
1
“In health care,
geography
is destiny.”
Source: Dartmouth Medical School 1996 report
1
“Without being disrespectful, I consider the U.S.
healthcare delivery system the largest cottage industry in
There are
virtually no
performance
measurements and
no standards.
the world.
Trying to measure
performance … is the next revolution in healthcare.”
Richard Huber, former CEO, Aetna
1
“As unsettling as the prevalence of inappropriate care is
the enormous amount of what can only be called
A surprising 85%
of everyday medical
treatments have never
been scientifically
validated. … For instance, when family
ignorant care.
practitioners in Washington State were queried about
treating a simple urinary tract infection, 82 physicians
came up with an extraordinary 137 strategies.”
Demanding Medical Excellence: Doctors and Accountability
in the Information Age, Michael Millenson
1
“A healthcare delivery system characterized by
idiosyncratic and often ill-informed judgments
must be restructured according to
evidence-based
medical
practice.”
Demanding Medical Excellence: Doctors and Accountability
in the Information Age, Michael Millenson
1
“Most physicians believe that diagnosis can’t be reduced to a
set of generalizations—to a ‘cookbook.’… How often does my
The radical
implication of the Swedish
study is that the individualized,
intuitive approach that lies at
the center of modern medicine
is flawed—it causes more
mistakes than it prevents.”
intuition lead me astray?
—Atul Gawande, Complications
1
Dr Larry Weed/POMR (“problem-oriented
medical record”)/Etc: “It’s impossible to keep
up with the avalanche of knowledge.
Therefore it’s essential to use a valid
diagnostic-decision aid like Larry’s” —Neil de
Crescenzo, VP Global Healthcare/IBM Consulting
“There
is no other profession that
tries to operate in the fashion
we do. We go on hallucinating
about what we can do.” —Dr Charles
Burger (using Weed’s software for 20 years)
1
The Necessary
IS/Web
REVOLUTION
1
“Some grocery
stores have better
technology than
our hospitals and
clinics.”
—Tommy Thompson, former
HHS Secretary
Source: Special Report on technology in healthcare, U.S. News & World Report
1
“Our entire facility is
digital. No paper, no film, no medical records.
Nothing. And it’s all integrated—from the lab to X-ray to
records to physician order entry. Patients don’t have to
wait for anything. The information from the physician’s
office is in registration and vice versa. The referring
physician is immediately sent an email telling him his
patient has shown up. … It’s wireless in-house. We have
800 notebook computers that are wireless. Physicians
can walk around with a computer that’s pre-programmed.
If the physician wants, we’ll go out and wire their house
so they can sit on the couch and connect to the network.
They can review a chart from 100 miles away.”
—David Veillette, CEO, Indiana Heart Hospital
1
Health
1
TP Reccomendation* #1:
Dubai Healthcare City
to
Dubai Health City*
*Presentation at “First Middle Eastern Healthcare Summit/01.2006
**Cleveland Clinic and Canyon Ranch Partnership
1
Childhood
Obesity >
Terrorism
1
“Sanitary revolution”:
mortality in major cities
down
55% between
1850 and 1915
Source: Tom Farley & Deborah Cohen, Prescription for a Healthy Nation
1
Wellness
1
Aging
reversal!!!!*
*Why wasn’t I “informed”
until age 59?
1
Report
Card.
1
Re-imagine Healthcare: Reportcard2006
Evidence-based/Outcomes-based ……………….………...... D
Pay-for-performance ………………………………………….… D
IS/IT (general) ………………………………..………………..…. CUse of information (for decisionmaking-measurement) .… CEMR (Electronic Medical Records) ……………………..….... C-/D
CPOE (Computerized Physician Order Entry) ……….……. C-/D
Quality/100K+ unnecessary deaths …………..……… D-(kind)
Acute care to chronic care-home care shift ………….….... D/DAcute-care to Prevention/Wellness Obsession…..… D/DPatient-centric/Client-centric………………………………….. D
Docs’ acceptance of “evidence-based” …………............… D/D“Revolutionary”-intensity Incentives re evidence …..……. DChildhood obesity epidemic …………………………….. DH5N1 preparedness ………………………………….…….. D
Corporate focus on Prevention/Wellness…………..…..…..... C-/D
Individual focus on Prevention/Wellness…………………..… D
Individuals’ health education/self-management …….…...…. C-
Workforce acceptance of self-responsibility ….…….…...….. CWorkforce transition to “Brand You” attitude……..……..….. C-/D
3 March 2006/Tom Peters
1
Part 2A
1
Planetree:
A Radical Model for New
Healthcare/Healing/
Wellness Excellence
Tom Peters/17 September 2006
1
“It was the goal of
the Planetree Unit to
help patients not only
get well faster but
also to stay well
longer.”
—Putting Patients First,
Susan Frampton, Laura Gilpin, Patrick Charmel
1
“Much of our current
healthcare is about curing .
Curing is good. But healing
is spiritual, and healing is
better, because we can heal
many people we cannot
cure.” —Leland Kaiser,
“Holistic Hospitals”
1
The 9 Planetree Practices
1. The Importance of Human Interaction
2. Informing and Empowering Diverse Populations: Consumer
Health Libraries and Patient Information
3. Healing Partnerships: The importance of Including Friends
and Family
4. Nutrition: The Nurturing Aspect of Food
5. Spirituality: Inner Resources for Healing
6. Human Touch: The Essentials of Communicating
Caring Through Massage
7. Healing Arts: Nutrition for the Soul
8. Integrating Complementary and Alternative Practices
into Conventional Care
9. Healing Environments: Architecture and Design Conducive
to Health
Source: Putting Patients First, Susan Frampton, Laura Gilpin, Patrick Charmel
1
1. The Importance
of Human
Interaction
1
“There is a misconception that supportive interactions require
more staff or more time and are therefore more costly. Although
labor costs are a substantial part of any hospital budget, the
interactions themselves add nothing to the budget.
Kindness is
free.
Listening to patients or answering their
questions costs nothing. It can be argued that negative
interactions—alienating patients, being non-responsive to their
needs or limiting their sense of control—can be very costly. …
Angry, frustrated or frightened patients may be combative,
withdrawn and less cooperative—requiring far more time
than it would have taken to interact with them initially in a
positive way.” —Putting Patients First, Susan Frampton,
Laura Gilpin, Patrick Charmel
1
139,380 former
patients from 225 hospitals:
Press Ganey Assoc:
none
of THE top 15 factors
determining Patient Satisfaction
referred to patient’s health outcome
PS directly related to Staff Interaction
PS directly correlated with Employee
Satisfaction
Source: Putting Patients First, Susan Frampton, Laura Gilpin, Patrick Charmel
1
“Perhaps the simplest and most
profound of all human interactions
is KINDNESS. … But if it is so
simple, it is surprising how
frequently it is absent from our
healthcare environments. … Many
staff members report verbal
‘abuse’
by physicians, managers
and coworkers.” —Putting Patients First, Susan
Frampton, Laura Gilpin, Patrick Charmel
1
“Planetree is about
human beings
caring for other
human beings.”
—Putting Patients First, Susan Frampton, Laura Gilpin,
Patrick Charmel (“Ladies and gentlemen serving ladies
and gentlemen”—4S credo)
1
2. Informing and
Empowering Diverse
Populations: Consumer
Health Libraries and
Patient Information
1
Planetree Health Resources Center/1981
Planetree Classification System
Consumer Health Librarians
Volunteers
Classes, lectures
Health Fairs
Griffin’s Mobile Health Resource Center
Open Chart Policy
Patient Progress Notes
Care Coordination Conferences (Est
goals, timetable, etc.)
Source: Putting Patients First, Susan Frampton, Laura Gilpin, Patrick Charmel
1
3. Healing
Partnerships: The
Importance of
Including
Friends and Family
1
“When hospital staff members are
asked to list the attributes of the
‘perfect patient and family,’ their
response is usually a passive patient
with no family.”
—Putting Patients First, Susan
Frampton, Laura Gilpin, Patrick Charmel
1
The Patient-Family Experience
“Patients are stripped of control, their clothes are
taken away, they have little say over their schedule,
and they are deliberately separated from their family
and friends. Healthcare professionals control all of the
information about their patients’ bodies and access to
the people who can answer questions and connect them
with helpful resources. Families are treated more as
intruders than loved ones.” Putting Patients First
—
,
Susan Frampton, Laura Gilpin, Patrick Charmel
1
“Family members, close friends
and ‘significant others’ can
have a far greater impact on
patients’ experience of illness,
and on their long-term health
and happiness, than any
healthcare professional.”
—Through the Patient’s Eyes
1
Institute of Medicine/ “Crossing the Quality Chasm”
Respect for preferences
Involvement in Decision Making
Access to care
Coordination of care
Information and education
Physical comfort
Emotional support
Involvement of Friends and Family
Continuity of care
Source: Putting Patients First, Susan Frampton, Laura Gilpin, Patrick Charmel
1
Care Partner Programs
(IDs, discount meals, etc.)
Unrestricted visits (“Most Planetree hospitals
have eliminated visiting restrictions altogether.”) (ER at one
hospital “has a policy of never separating the patient from the
family, and there is no limitation on how many family members
may be present.”)
Collaborative Care Conferences
Clinical Guidelines Discussions
Family Spaces
Pet Visits (POP: Patients’ Own Pets)
Source: Putting Patients First, Susan Frampton, Laura Gilpin, Patrick Charmel
1
4. Nutrition:
The Nurturing
Aspect of Food
1
Meals are central events
vs
“There, you’re fed.” *
*Irony: Focus on “nutrition” has reduced
focus on “food” and “service”
Source: Putting Patients First, Susan Frampton, Laura Gilpin, Patrick Charmel
1
Kitchen
Beautiful cutlery,
plates, etc
Chef reputation
Source: Putting Patients First, Susan Frampton, Laura Gilpin, Patrick Charmel
1
Aroma therapy
(eg “smell of baking cookies”)
Source: Putting Patients First, Susan Frampton, Laura Gilpin, Patrick Charmel
1
5. Spirituality:
Inner Resources
for Healing
1
Spirituality: Meaning and Connectedness in Life
1. Connected to supportive and
caring group
2. Sense of mastery and control
3. Make meaning out of disease/
find meaning in suffering
Source: Putting Patients First, Susan Frampton, Laura Gilpin, Patrick Charmel
1
Griffin:
redesign chapel (waterfall,
quiet music, open prayer book)
Other:
music, flowers, portable
labyrinth
Source: Putting Patients First, Susan Frampton, Laura Gilpin, Patrick Charmel
1
6. Human Touch:
The Essentials of
Communicating
Caring Through
Massage
1
“Massage is a
powerful way to
communicate
caring.”
—Putting Patients First,
Susan Frampton, Laura Gilpin, Patrick Charmel
1
Mid-Columbia Medical Center/Center for Mind and Body
Massage for every patient scheduled for
ambulatory surgery (“Go into surgery with
a good attitude”)
Infant massage
Staff massage (“caring for the caregivers”)
Healing environments: chemo!
Source: Putting Patients First, Susan Frampton, Laura Gilpin, Patrick Charmel
1
7. Healing Arts:
Nutrition for
the Soul
1
Planetree: “Environment conducive to healing”
Color!
Light!
Brilliance!
Form!
Art!
Music!
Source: Putting Patients First, Susan Frampton, Laura Gilpin, Patrick Charmel
1
Florence Nightingale/Notes on
Nursing/patient’s need for beauty,
“People say
the effect is only on
the mind. It is no
such thing. The effect
is on the body, too.”
windows, flowers:
Source: Putting Patients First, Susan Frampton, Laura Gilpin, Patrick Charmel
1
Griffin:
Music in the parking
lot; professional musicians in
the lobby (7/week, 3-4hrs/day) ;
5 pianos ;
volunteers (120-140 hrs arts &
entertainment per month).
Source: Putting Patients First, Susan Frampton, Laura Gilpin, Patrick Charmel
1
8. Integrating
Complementary and
Alternative Practices
into Conventional Care
1
CAM (Complementary & Alternative Medicine):
83M in US (42%)
CAM visits 243M, greater than to PCP (Primary
Care Physician) (With min insurance coverage)
W-Educated-Hi inc
Don’t tell PCP (40%)
OTA: <30% procedures used in
conventional medicine have undergone
RCTs (randomized clinical trials)
Source: Putting Patients First, Susan Frampton, Laura Gilpin, Patrick Charmel
1
Griffin IMC/Integrative Medicine Center
Massage
Acupuncture
Meditation
Chiropractic
Nutritional supplements
Aroma therapy
Source: Putting Patients First, Susan Frampton, Laura Gilpin, Patrick Charmel
1
9. Healing
Environments:
Architecture and
Design Conducive
to Health
1
“Planetree Look”
Woods and natural materials
Indirect lighting
Homelike settings
Goals: Welcome patients, friends and
family … Value humans over technology ..
Enable patients to participate in their care
… Provide flexibility to personalize the
care of each patient … Encourage
caregivers to be responsive to patients …
Foster a connection to nature and beauty
Source: Putting Patients First, Susan Frampton, Laura Gilpin, Patrick Charmel
1
Sound
Texture
Lighting
Color
Smell
Taste
Sacred space
Source: Putting Patients First, Susan Frampton, Laura Gilpin, Patrick Charmel
1
Access to nurses station:
“Happen to”
vs
“Happen with”
Source: Putting Patients First, Susan Frampton, Laura Gilpin, Patrick Charmel
1
Conclusion:
Caring/Growth
“Experience”
1
Care!/Love!/Spirit!
Self-Control!
Connect!/learn!/
involve!/Engage!
Understanding!/Growth!
De-stress!/heal!
Whole patient & family
& friends!
be well!/stay well!
1
F.Y.I.
1
Griffin Hospital/Derby CT (Planetree Alliance “HQ”) Results:
Financially successful.
Expanding programsphysically. Growing market
share. Only hospital in “100
Best Cos to Work for”—
7 consecutive years,
currently #6.
—“Five-Star Hospitals,” Joe Flower,
strategy+business (#42)
1
Learn more about Planetree/
The Planetree Alliance:
www.planetree.org
1
Part 3
1
Tom Peters’ X25*
EXCELLENCE.
ALWAYS.
XAlways.Motivational Stuff+.12 March 2007
*In Search of Excellence 1982-2007
881
EXCELLENCE.
MOTIVATIONAL
STUFF.
891
“Little Stuff”:
The True
“Basics”
901
The older I
get the less
boring the
“basics”
become!
1
Thank
You!
921
FLOWER
POWER
931
“Courtesies of a small and
trivial character are the
ones which strike
deepest in the grateful
and appreciating heart.”
—Henry Clay
1
Axiom #3,359: (1) It’s
always about
relationships. (2)
Sweat the small
stuff—and the big
stuff will take care
of itself.
1
The Manager’s Book of Decencies:
How Small gestures Build Great
Companies. —Steve Harrison, Adecco
Servant Leadership
—Robert Greenleaf
One: The Art and Practice of
Conscious Leadership —Lance Secretan,
founder of Manpower, Inc. (“What would happen if we
looked at a customer and saw the face of God in them?”)
1
The Manager’s Book of Decencies:
How Small gestures Build Great
Companies. —Steve Harrison, Adecco
Servant Leadership
—Robert Greenleaf
One: The Art and Practice of
Conscious Leadership —Lance Secretan,
founder of Manpower, Inc. (“What would happen if we
looked at a customer and saw the face of God in them?”)
1
“Leaders
‘SERVE’
people.
Period.”
—Anon.
981
Servant Leadership/Robert Greenleaf
1. Do those served grow as
persons?
2. Do they, while being served,
become healthier wiser, freer,
more autonomous, more likely
themselves to become servants?
1
The Manager’s Book of Decencies:
How Small gestures Build Great
Companies. —Steve Harrison, Adecco
Servant Leadership
—Robert Greenleaf
One: The Art and Practice of
Conscious Leadership —Lance Secretan,
founder of Manpower, Inc. (“What would happen if we
looked at a customer and saw the face of God in them?”)
1
“What would happen if we looked at a
customer and saw the face of God in
them? To most people it sounds like a
lofty idea. But if you see the face of
God in a flower, why wouldn’t you see
it in the face of a customer? If we
treated customers and honored the
God within them— if we loved them —
we would not need a ‘quality
program’.” —Lance Secretan, founder of Manpower, Inc. and most
recently author of One: The Art and Practice of Conscious Leadership
1
THE PROBLEM
IS RARELY THE
PROBLEM.
1021
THE PROBLEM IS
RARELY/NEVER THE
PROBLEM. THE
RESPONSE TO THE
PROBLEM INVARIABLY
ENDS UP BEING THE
REAL PROBLEM.* **
*Watergate, M Stewart, BR, “Scooter” Libby
**And: PERCEPTION IS ALL THERE IS!
1031
OFTEN AS
NOT/MORE OFTEN
THAN NOT THE
UNDERLYING
PROBLEM IS NOT
MUCH OF A
PROBLEM.
1041
PERCEPTION
IS ALL THERE
IS. PERIOD.*
*From Whole Foods to IBM to the corner deli
1051
Relationships
THERE
ONCE WAS A TIME WHEN A
THREE-MINUTE PHONE CALL
WOULD HAVE AVOIDED
SETTING OFF THE DOWNWARD
SPIRAL THAT RESULTED IN A
COMPLETE RUPTURE.
(of all varieties)
:
1061
“WHY NOT
JUST TELL
THE TRUTH?”
—Raymond Carver
1
POWER WORDS!
“I’m sorry.”
1081
Jim Jeffords
oversight!
The …
1
bedrock
behaviors
1
Home Run
Being there! * ** *** ****
*No more, no less
**“A body can pretend to care, but they can’t
pretend to be there.” — Texas Bix Bender
*** GEN Melvin Zais on COs and inspections
****Silence is golden! [Utter silence is golden-er.]
1
Period+!
Shake hands
Smile
Eye contact
Thank you
FLOWERS
Open pose
ROIR
1
“Be kind, for
everyone you meet
is fighting a great
battle.”
—Philo of Alexandria
1
Grant+
Respect
1
“The [Union senior] officers rode past the
Confederates smugly without any sign
of recognition except by one. ‘When
General Grant reached the line of
ragged, filthy, bloody, despairing
prisoners strung out on each side of
the bridge, he lifted his hat and held it
over his head until he passed the last
man of that living funeral cortege. He
was the only officer in that whole train
who recognized us as being on the
face of the earth.’*”
*quote within a quote from diary of a Confederate soldier
1151
“It was much later that I realized
Dad’s secret. He gained respect by
giving it. He talked and listened to
the fourth-grade kids in Spring Valley
who shined shoes the same way he
talked and listened to a bishop or a
He was
seriously interested in
who you were and what
you had to say.”
college president.
Sara Lawrence-Lightfoot, Respect
1
“I wasn’t bowled over by [David Boies]
intelligence. … What impressed me was
that when he asked a question, he waited
He not only
listened, he made me feel
like I was the only person
in the room.” —Lawyer Kevin _____, on his
for an answer.
first, inadvertent meeting with David Boies, from Marshall
Goldsmith, “The One Skill That Separates,” Fast Company, 07.05
1
“The deepest
human need is
the need to
beappreciated.”
William James
1
“Don’t
belittle!”
—OD Consultant
1
“Ph.D. in leadership. Short
course: Make a short list of
all things done to you that
you abhorred. Don’t do them
to others. Ever. Make
another list of things done to
you that you loved. Do them
to others. Always.” — Dee Hock
1
Marcus
Buckingham:
The One Thing You
Need to Know
1211
“No matter what the situation,
[the great manager’s] first response is
always to think about the
individual concerned and how
things can be arranged to help
that individual experience
success.”
—Marcus Buckingham,
The One Thing You Need to Know
1221
“The key difference between checkers and
chess is that in checkers the pieces all move
the same way, whereas in chess all the pieces
Discover what
is unique about each
person and capitalize
on it.”
move differently. …
—Marcus Buckingham, The One Thing You Need to Know
1231
“The mediocre manager believes that most
things are learnable and therefore that the
essence of management is to identify ach
person’s weaker areas and eradicate them.
The great manager believes the opposite.
He believes that the most influential
qualities of a person are innate and
therefore that the essence of management
is to deploy these innate qualities as
effectively as possible and so drive
performance.” —Marcus Buckingham, The One Thing
You Need to Know
1241
Stop
Doing
It!
1251
“The one thing you
need to know about
sustained individual
success: Discover what
you don’t like doing
and
stop doing it.”
—Marcus Buckingham, The One Thing You Need to Know
1261
Start
Doing
It!
1271
“A year from now
you may wish
You had
started today.”
—Karen Lamb
1281
SWEET SPOT: THE
DISCOMFORT
ZONE.
1291
“Do one thing
every day
that scares
you.”
—Eleanor Roosevelt
1
“Every time we come to a
comfort zone, we will find a way
out.” “No Cloning.” “‘Reinvent
the brand’ with each new show.”
“A typical day at the office for
me begins by asking, ‘What is
impossible that I am going to
do today?’” —Daniel Lamarre, president,
Cirque du Soleil
“I’m not comfortable
unless I’m
uncomfortable.”
—Jay Chiat
1321
“If if feels
painful and
scary—that’s
real delegation”
—Caspian Woods, small biz owner
1
EXCELLENCE.
BEDROCK.
LEADERSHIP.
9Ps.
1341
PURPOSE.
PASSION.
Potential.
Presence.
Personal.
PERSISTENCE.
PEOPLE.
Potent.
Positive.
1351
PURPOSE.
PASSION.
Potential.
Presence.
Personal.
PERSISTENCE.
PEOPLE.
Potent.
Positive.
1361
“People want to be part of
something larger than
themselves. They want to be
part of something they’re
really proud of, that they’ll
fight for, sacrifice for ,
trust.”
—Howard Schultz, Starbucks (IBD/09.05)
1371
“Management has a lot to do with
answers. Leadership is a function of
questions. And the first question for a
‘Who do
we intend to
be?’ Not ‘What are we going to
leader always is:
do?’ but ‘Who do we intend to be?’”
—Max De Pree, Herman Miller
1381
Ah, kids: “What is your vision for
the future?” “What have you
accomplished since your first book?”
“Close your eyes and imagine me
immediately doing something about
what you’ve just said. What would it
be?” “Do you feel you have an
obligation to ‘Make the world a
better place’?”
1391
PURPOSE.
PASSION.
Potential.
Presence.
Personal.
PERSISTENCE.
PEOPLE.
Potent.
Positive.
1401
“Nothing is so
contagious as
enthusiasm.”
—Samuel Taylor Coleridge
1411
“Whenever anything is
being accomplished, I
have learned, it is being
done by a monomaniac
with a mission.”
—Peter Drucker
1421
“Great leaders move us. They
ignite our passion and inspire
the best in us. When we try to
explain why they are so
effective, we speak of strategy,
vision or powerful ideas. But the
reality is much more primal:
Great leadership works through
the emotions.” —Daniel Goleman,
The New Leaders
1
PURPOSE.
PASSION.
Potential.
Presence.
Personal.
PERSISTENCE.
PEOPLE.
Potent.
Positive.
1441
“In the end, management
doesn’t change culture.
Management
invites
the workforce itself to
change the culture.”
—Lou Gerstner
1451
“The role of the Director is to create a
space where the actors and
become more
than they’ve ever been
before, more than
they’ve dreamed of
being.”
actresses can
—Robert Altman, Oscar acceptance speech
1461
Organizing Genius / Warren Bennis
and Patricia Ward Biederman
“Groups become great only when
everyone in them, leaders and
members alike, is free to do his or
her absolute best.”
“The best thing a leader can do for a
Great Group is to allow its
members to discover their
greatness.”
1471
Leadership’s Mt Everest/Mt Excellence
“free to do his or her
absolute best” …
“allow its members to
discover their
greatness.”
1481
PURPOSE.
PASSION.
Potential.
Presence.
Personal.
PERSISTENCE.
PEOPLE.
Potent.
Positive.
1491
1501
MBWA*
*5,000 miles for a 5-minute face-to
-face meeting (courtesy superagent Mark McCormick)
1511
PURPOSE.
PASSION.
Potential.
Presence.
Personal.
PERSISTENCE.
PEOPLE.
Potent.
Positive.
1521
“The First step in a
‘dramatic’
‘organizational change
program’ is obvious—
dramatic personal
change!” —RG
1531
“You must
be
the change you
wish to see in the
world.”
Gandhi
1541
“It’s always
showtime.”
—David D’Alessandro, Career Warfare
1551
PURPOSE.
PASSION.
Potential.
Presence.
Personal.
PERSISTENCE.
PEOPLE.
Potent.
Positive.
1561
Relentless: “One of
my superstitions had always been
when I started to go anywhere or
not to
turn back , or stop,
to do anything,
until the thing intended was
accomplished.” —Grant
1571
“This [adolescent] incident [of getting from point A to point B] is notable
not only because it underlines Grant’s fearless horsemanship and his
determination, but also it is the first known example of a very important
Grant had an
extreme, almost phobic
dislike of turning back
and retracing his steps.
peculiarity of his character:
If he
set out for somewhere, he would get there somehow, whatever the
difficulties that lay in his way. This idiosyncrasy would turn out to be one
the factors that made him such a formidable general. Grant would always,
always press on—turning back was not an option for him.”
—Michael Korda, Ulysses Grant
1581
“People want to be part of
something larger than
themselves. They want to be
part of something they’re
really proud of, that they’ll
fight for, sacrifice for ,
trust.”
—Howard Schultz, Starbucks (IBD/09.05)
1591
“It is no use saying
‘We are doing our
best.’ You have got
to succeed in doing
what is necessary.”
—WSC
1601
"The reasonable man adapts
himself to the world. The
unreasonable one persists in
trying to adapt the world to
himself. Therefore, all
progress depends upon the
unreasonable man.” —GB Shaw,
Man and Superman: The Revolutionists' Handbook.
1611
“Success seems to be
largely a matter
of hanging on
after others have
let go.”
—William Feather, author
1
“The most
successful people
are those who
are good at plan B.”
—James Yorke, mathematician, on chaos
theory, in The New Scientist
1631
PURPOSE.
PASSION.
Potential.
Presence.
Personal.
PERSISTENCE.
PEOPLE.
Potent.
Positive.
1641
‘do’
“Leaders
people.
Period.”
—Anon.
1651
PARC’s Bob Taylor:
“Connoisseur
of Talent”
1661
A review of Jack and Suzy Welch’s Winning claims there are but
two key differentiators that set GE “culture” apart from the herd:
First: Separating financial forecasting and performance
measurement. Performance measurement based, as it usually is, on budgeting
leads to an epidemic of gaming the system. GE’s performance measurement is
divorced from budgeting—and instead reflects how you do relative to your past
performance and relative to competitors’ performance; i.e., it’s about how you
actually do in the context of what happened in the real world, not as compared to a
gamed-abstract plan developed last year.
Putting HR on
a par with finance
and marketing.
Second:
1671
< CAPEX
> People!
1
PURPOSE.
PASSION.
Potential.
Presence.
Personal.
PERSISTENCE.
PEOPLE.
Potent.
Positive.
1691
“Beware of the tyranny
of making Small Changes
to Small Things. Rather,
make Big Changes to
Big Things.”
—Roger Enrico, former Chairman, PepsiCo
1701
Kevin Roberts’ Credo
1. Ready. Fire! Aim.
2. If it ain’t broke ... Break it!
3. Hire crazies.
4. Ask dumb questions.
5. Pursue failure.
6. Lead, follow ... or get out of the way!
7. Spread confusion.
8. Ditch your office.
9. Read odd stuff.
10.
Avoid moderation!
1711
“ARE YOU BEING
REASONABLE? Most people
are reasonable; that’s
why they only do
reasonably well.”
Source: Paul Arden, Whatever You Think Think the Opposite
1721
PURPOSE.
PASSION.
Potential.
Presence.
Personal.
PERSISTENCE.
PEOPLE.
Potent.
Positive.
1731
“[other]
admirals more
frightened of
losing than
anxious to win”
On NELSON:
1741
The greatest danger
for most of us
is not that our aim is
too high
and we miss it,
but that it is
too low
and we reach it.
Michelangelo
1751
PURPOSE.
PASSION.
Potential.
Presence.
Personal.
PERSISTENCE.
PEOPLE.
Potent.
Positive.
1761
“Excellence can be obtained if you:
... care more than others think is wise;
... risk more than others think is safe;
... dream more than others think
is practical;
... expect more than others think
is possible.”
Source: Anon. (Posted @ tompeters.com by
K.Sriram, November 27, 2006 1:17 AM)
1
"Life is not a journey to the
grave with the intention of
arriving safely in one pretty
and well preserved piece, but
to skid across the line
broadside, thoroughly used
up, worn out, leaking oil,
shouting ‘GERONIMO!’ ”
—Bill McKenna, professional motorcycle racer
(Cycle magazine 02.1982)
1781
EXCELLE
ALWAYS
1791