Transcript EXCELLENCE. ALWAYS. Tom Peters/ExpoManagement Mexico D.F./08June 2006 Slides at … tompeters.com Manhole Cover Madness and More ….

EXCELLENCE.
ALWAYS.
Tom Peters/ExpoManagement
Mexico D.F./08June 2006
Slides at …
tompeters.com
Manhole
Cover
Madness and
More ….
Chicagoland’s
Mystery
Disappearances …
THREE
BILLION NEW
CAPITALISTS
—Clyde Prestowitz
EXCELLENCE.
THE MANDATE.
“If you don’t like
change, you’re
going to like
irrelevance even
less.”
—General Eric Shinseki, Chief of Staff. U. S. Army
“It is not the strongest of
the species that survives,
nor the most intelligent,
but the one most
responsive
to change.”
—Charles Darwin
“We are in a
brawl with no
rules.”
—Paul Allaire
“Reward excellent
failures. Punish
mediocre
successes.”
Phil Daniels, Sydney exec
EXCELLENCE.
THE GENERAL’S
STORY.
“If you don’t like
change, you’re
going to like
irrelevance even
less.”
—General Eric Shinseki, Chief of Staff. U. S. Army
“It is not the strongest
of the species that
survives, nor the most
intelligent, but the one
most responsive
to change.” —Charles Darwin
“[Other]
admirals more
frightened of
losing than anxious
to win”
Nelson’s secret:
EXCELLENCE.
STARTERS.
Radio City Music Hall
September 2005
Franchise Lost!
TP:
“How many of you
[600]
crave
really
a new Chevy?”
NYC/IIR/061205
P.P.E.E.R.R.E.
People.
Product.
Execution.
Enthusiasm.
Relentless.
Re-invent.
Excellence.
EXCELLENCE.
THE WORD.
Synonyms
Purity
Transcendence
Virtue
Elegance
Majesty
Antonyms
Mediocrity
EXCELLENCE.
GAMECHANGER.
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”
ExIn*: 1982-2002/Forbes.com
DJIA: $10,000 yields $85,000
EI: $10,000 yields $140,050
*Forbes/Excellence Index /Basket of 32 publicly traded stocks
EXCELLENCE.
CAUSES.
ADVERSARIES.
Causes/1966-2006
Implementation/Small Wins
(Stanford GSB/PhD thesis;
1st on implementation per se)
EXCELLENCE (as a worthy business pursuit)
Management Style/Corporate Culture
Soft “Ss”/7-S (Waterman-Peters complete “business model”;
waaaaay beyond Strategy & Structure)
Structure > Strategy (“We shape our structures, then they shape
us …”—Churchillian paraphrase)
Soft Change Levers (> structure; symbols, patterns & settings)
Close to the Customer (novel idea, circa 1982)
MBWA (Managing By Wandering Around—courtesy a much
more intimate than today HP)
Productivity through People (novel idea, circa 1982)
Chaos/Crazy Times Call for Crazy Organizations
Middle-sized companies are cool
Re-imagine!/Innovate or Die!
Small-ish/Scale & Synergy limits-delusions/anti-Big
Mergers
Causes/1966-2006
Women/Market opportunity
Women/Leaders (right for the times)
Design/Design-as-soul
Wow! (Hot language)
Weird!
Passion!/Enthusiasm!/Exuberance! (as Leader Lever #1)
Brand You (or else)
PSF = Bedrock (add value or bust—every group must
demonstrate economic viability)
PSF + Brand You + WOW Projects = New Biz Logic
Sales/+R > -C (increasing revenue more important than cutting cost)
HealthCare/Wellness-Safety-H5N1
Brand = Talent (best roster wins)
New VA Ladder/Products-Services-SOLUTIONSEXPERIENCES-DREAMKETING (Dream Marketing)-LOVEMARK
Different > > Better
Boomers & Geezers/marketing to new “mega-segment”
Hardball: Are You Playing to Play or Playing to Win? by
George Stalk & Rob Lachenauer/HBS Press
“The winners in business have always played hardball.”
“Unleash massive and overwhelming force.” “Exploit
anomalies.” “Threaten your competitor’s profit
sanctuaries.” “Entice your competitor into retreat.”
Approximately 640 Index entries: Customer/s
(service, retention, loyalty),
worker/s),
0.
4.
People (employees, motivation, morale,
Innovation (product development, research &
development, new products),
0.
M.I.A.*: Talk. (Present.) Listen. (Interview.)
Sell. (Life = Sales.) Do. (Execution-Implementation.)
Talent. (Recruit-Develop-Retain.) Project
Management. (Create. Solicit support.
Execution. Adoption-Client “Culture Change.”)
Product. (“It.”) Innovation. (Design.
Creativity. “Buzz-building.” Politics.) Leadership.
(USMA, etc.) E.Q. (Connect.) “Culture”
Change. (Lasting impact.) Diversity. (Crosscultural Effectiveness.) Career Creation.
(Brand You life-lifestyle.) Wellness. (Life.)
*B.Schools (“M.I.A.” or at most “B.I.A.”—barely in action)
Adversaries
B-schools (crappy at soft skills, implementation, leadership)
Strategy-is-all
By-the-numbers management
Dis-passionate management
Focus groups
Intuition discounted
Leading as an intellectual task
Leading without passion
Cool language in Hot times
Dilbert (accepting cubicle slavery)
Bigness per se (severe scale limitations—even at Microsoft)
White guys! (not really, but enough already)
18-44 emphasis in marketing (geezers > youth for foreseeable future)
-Cost > +Revenue (cost cutting more important than organic revenue
growth)
CI (continuous improvement in an age of discontinuous world)
LESS THAN THE NO-HOLDS-BARRED PURSUIT OF
EXCELLENCE
EXCELLENCE.
ALWAYS.
“Why in the
world did
you go to
Siberia?”
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.
An emotional,
vital, innovative, joyful, creative,
entrepreneurial endeavor that
elicits maximum concerted
human potential in the
wholehearted service
of others.***
Business* ** (*at its best):
**Excellence. Always.
***Employees, Customers, Suppliers, Communities, Owners, Temporary partners
The
Ultimate
Business:
Creative
Endeavor.
The
Ultimate
Business:
Personal
DevelopmentGrowth
Experience.
The
Ultimate
Business:
Transcendent
Service
Opportunity.
EXCELLENCE.
YOU & ME.
“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
“Life is not a journey to the
grave with the intention of
arriving safely in a pretty and
well-preserved body—but
rather a skid in broadside,
thoroughly used up, totally
worn out, and loudly
proclaiming, ‘Wow, what
a ride!’ ” —anon.
“This is the true joy of Life, the
being used for a purpose
recognized by yourself as a
mighty one … the being a force of
Nature instead of a feverish,
selfish little clod of ailments
and grievances complaining that
the world will not devote itself
to making you happy.”
—GB Shaw/Man and Superman
EXCELLENCE.
4/40.
“Forbes100” from 1917 to 1987: 39
members of the Class of ’17 were
alive in ’87; 18 in ’87 F100; 18 F100
“survivors” underperformed the
market by 20%; just 2 (2%), GE &
Kodak, outperformed the market
1917 to 1987.
S&P 500 from 1957 to 1997: 74 members of the Class of ’57
were alive in ’97; 12 (2.4%) of 500 outperformed the market from
1957 to 1997.
Source: Dick Foster & Sarah Kaplan, Creative Destruction:
Why Companies That Are Built to Last Underperform the Market
“I am often asked by would-be entrepreneurs
seeking escape from life within huge corporate
structures, ‘How do I build a small firm for
Buy
a very large one
and just wait.”
myself?’ The answer seems obvious:
—Paul Ormerod, Why Most Things Fail:
Evolution, Extinction and Economics
“When asked to name just one big merger
that had lived up to expectations, Leon
Cooperman, former cochairman of
Goldman Sachs’ Investment Policy
I’m sure
there are success
stories out there, but at
this moment I draw a
blank.”
Committee, answered:
—Mark Sirower, The Synergy Trap
“I don’t believe in economies of
You don’t get
better by being
bigger. You get
worse.”
scale.
—Dick Kovacevich/Wells
Fargo/Forbes/08.04 (ROA: Wells, 1.7%; Citi, 1.5%; BofA, 1.3%;
J.P. Morgan Chase, 0.9%)
De-central-iza-tion!
Ex-ecu-tion!
“We have a
‘strategic plan.’
It’s called doing
things.”
— Herb Kelleher
“Execution is
the job of the
business
leader.”
—Larry Bossidy & Ram Charan/
Execution: The Discipline of Getting Things Done
“Execution is a
systematic
process
of rigorously
discussing hows and whats, tenaciously
following through, and ensuring
accountability.”
—Larry Bossidy & Ram Charan/ Execution: The Discipline of Getting Things Done
“The person who is a little less conceptual but is
absolutely determined to succeed will usually find the
right people and get them together to achieve
objectives. I’m not knocking education or looking for
But if you have to choose
between someone with a staggering IQ
and an elite education who’s gliding
along, and someone with a lower IQ but
who is absolutely determined to
succeed, you’ll always do better with
the second person.” —Larry Bossidy/
dumb people.
Execution: The Discipline of Getting Things Done
Ac-counta-bil-ity!
“GE has set a standard
of candor. … There is no
puffery. … There isn’t an
ounce of denial in the
place.” —Kevin Sharer, CEO Amgen,
on the “GE mystique” (Fortune)
6:15A.M.
????????
Work Hard >
Work Smart
EXCELLENCE.
LEADING.
Leadership23
Leadership23
1. Enthusiasm. Energy. Exuberance.
2. Action. Execution.
3. Tempo. Metabolism.
4. Relentless.
5. Master of Plan B.
6. Accountability.
7. Meritocracy.
8. Leaders “do” people. Mentor. (“Success creation business.”)
9. Women. Diversity.
10. Integrity. Credibility. Humanity. Grace.
11. Realism.
12. Cause. Adventures. Quests.
13. Legacy.
14. Best story wins.
15. On the edge. (“Wildest chimera of a moonstruck mind.”)
16. “Reward excellent failures. Punish mediocre successes.”
17. Different > Better. (“Only ones who do what we do.”)
18. MBWA. Customer MBWA.
19. Laughs.
20. Repot. Curiosity. Why?
21. You = Calendar. “To Don’t.” Two.
22. Excellence. Always.
23. Nelsonian! (“Other admirals more afraid of losing
than anxious to win.”)
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!
The
Irreducible209
A frustrated participant at a seminar for investment bankers in Mauritius listened
impatiently to my explanation of differences of opinion among me, Mike Porter,
“What,
if anything,” he asked,
“do you believe ‘for
sure’?”
Gary Hamel, Jim Collins, etc. Finally, he’d had enough.
I mumbled something, but his query started rumbling
around in my mind. Three days later, wandering on a Sunday in London, the idea of
“the irreducibles” occurred to
me—and I started jotting down notes on stuff I do indeed believe “for sure.” Before
I knew it, a few days later, the list had grown to 209 items. Hence “The
Irreducible209” that follows.
Tom Peters
1.
2.
3.
4.
Hare 1, Tortoise 0. (Hare-y times.)
Tempo. (O.O.D.A.)
MBWA.
Appreciation. (“Motivator” #1.)
(Can’t be faked. Good.)
5. Decency.
6. Hurry.
7. Time out.
8. One matters.
9. Big change. Short time. (Alt not work.)
10. Excellence. Always.
11. Passion. Energy. Hustle. Enthusiasm.
Exuberance. (Move mountains. No alt.)
12. You must care.
13. Emotion.
14. Hard is soft. (Soft is hard.)
15.
16.
17.
18.
19.
20.
21.
22.
23.
Men. Women. Different. Contend. Connect.
Women. Buy. All. (RU listening?)
Quality. (“Mind-blowing.” Beyond 6-Sigma.)
Re-invent. Re-pot. (Required.)
Jaywalk.
Big change. Small # of people. (Always.)
Experiment. Now.
Failure. Normal.
Most failures, most success.
(Fail. Forward. Fast.)
24. “Reward excellent failures. Punish
mediocre successes.”
25. Women leaders. (Altered times.)
26. Extremism. (Good business. Bad politics.)
27. Innovation source. Only. Extreme irritation.
28. Smile.
29.
30.
31.
32.
33.
34.
35.
36.
37.
38.
You must care.
Mentor. (Highest ROI.)
Best “roster” wins.
Wow. (Okay in biz.)
We all have customers. (Biz. Personal.)
All contacts = Experiences.
Cirque du Soleil. (Peerless.)
Leaders create space for growth.
Quests. (Only.)
High aspirations, “high” results.
(Self-fulfilling prophecy.)
39. Attitude 1, Skills 0. (Mostly.)
(Attitude 1, Skill 0.3?)
40. Sometimes: Skill 1, Attitude 0.1.
41. Must “love,” not “like.”
42. Wegmans.” (No excuses. “Mere” groceries.)
43. Less than your best. Cheating.
44.
45.
46.
47.
48.
49.
50.
51.
52.
53.
54.
55.
Brand You. (No alt.)
Self-sufficiency. (Biggest LT turn-on.)
In the moment.
The moment wins.
Tomorrow = Never.
Action 1, Plan 0.1.
“Execution” can be a “system.”
Realism.
Own up. Move on.
Accountability.
Work hard > Work smart. (Mostly.)
Feedback. Necessary. Fast. (R.F.A. in
“RFA times.”)
56. Customers. Listen. Lead. (Paradox.)
57. “On stage.” Always. (GW, FDR, RG =
Supreme actors.)
58.
59.
60.
61.
62.
63.
64.
65.
66.
Master statistical analysis.
Excellence = Set the table.
Legacy. (Will it have mattered?)
“Great.” (Why not?)
Radicals rule. (Think … Olympics.)
!!! = Good.
Red 1, Brown 0. (Red times.)
Talk. Listen. (“Big 2.” Master.)
Politics. (Normal-inevitable state
of affairs. Master.)
67. Student. Forever.
68. “Why?” (Question #1.)
69. Don’t belittle.
70. Respect.
71. All we have: this moment.
(“Moments matter most”?)
72. Now. (Procrastination. Death.)
73.
74.
75.
76.
Exercise.
Paint. (Leader. Portraits of Excellence.)
Best story wins.
“You must be the change you wish
to see in the world.”
77. Two “big ones.” Max. (Priorities.)
78. No “I” in Team. (“I” in Win.)
79. “I” in Win. (No “I” in Team.)
80. Different 1, Better 0. (Better = 0.1)
81. Imitation = Mistake. (Learn, from who?)
82. Choose/battle the “right” competitor.
83. Schools. Creativity. Entrepreneurship.
(Not.)
84. MBAs. Creativity. Entrepreneurship.
Leadership. (Not.)
85. Design. Under-rated. Wildly.
(Still.) (Everything.)
86.
87.
88.
89.
You = Calendar. (Calendar. Never. Lies.)
Laugh.
Handshake. (Quantity. Quality.)
Don’t fold your hands in front of your
chest. Ever. (Never.)
90. Grace. (“Works” in biz.)
91. Weird. Wins. (Weird times.)
92. Crazy times. Crazy orgs.
93. Internet. All.
94. Women. Boomers-Geezers. Market. All.
95. Passion.
(Repeat. So what?)
96. Energy.
(Repeat. So what?)
97. Hustle.
(Repeat. So what?)
98. Enthusiasm. (Repeat. So what?)
99. Exuberance. (Repeat. So what?)
100. Smile.
(Repeat. So what?)
101. Care.
(Repeat. So what?)
102. Simplicity. Redundancy. Resilience. Bloodymindedness. Visible optimism. (Success.)
103. Act. (Repeat. So what?)
104. Appreciate. (Repeat. So what?)
105. Fun. (Biz. Why not?)
106. Joy. (Biz. Why not?)
107. Sales = Life.
108. Marketing = Life.
109. Long-term. “Top line.”
110. Great company = Creates the most
individual success stories. (RE/MAX)
111. Talent first, performance byproduct.
112. Sustained Wow* 1, “Shareholder
value,” 0.2 (*Product, People.)
113. Commitment, by invitation only.
114. Creativity, by invitation only.
115. HR = #1. (Ought to.)
116. Face-to-face. (5K miles, 5 minutes.)
117. Negotiation. Make all winners.
(Save face.)
118. Grace makes enemies friends.
119. Network.
120. Invest in relationships. (Think ROIR.
Return On Investment in Relationships.)
118. Relationship investment. Forethought.
Calendar item. Intensity.
119. Innovation. Easy. (Hang out
with weird.)
120. Weird = Win. (Weird times.)
121. “The bottleneck is at the top
of the bottle.”
122. Good Board = Weird Board.
(At least, surprising.)
123. No contention, no progress.
124. “Crucial conversations.” “Crucial
confrontations.” (Study. Learn. Do.)
125. Honest feedback.
126. Gaspworthy. Yes.
127. “Insanely great.”
128. “Astonish me.”
129. “Make it immortal.”
130. “Will you remember it in 20 years?”
131. No small opportunities. (Reframe.)
132. One playmate, one playpen = Enough.
133. End run. Sensible.
134. Allies are there for the finding.
135. Find successes. Build on successes.
(Pos > Neg. Encourage > Fix.)
136. Somebody’s doing it today. Find ’em.
137. Someone is living 2016 in 2006.
(Find ’em. Study ’em.)
138. Don’t “benchmark,” “futuremark.”
(2016. Happening. Somewhere.)
139. “PMA.” It works.
140. There are no experts. (You are the expert.)
141. Life is short.
142. “Sustained success.” Fat chance.
Make today matter. (“Sustained.” Ha.)
143. Collaborate. (Networked world.)
144. Go solo. (Individual. Unit of
Intellectual Capital.)
145. There are no “perfect” plans. (Do. Wins.)
146. Plans motivate. (Right or wrong.
Sense of purpose.)
147. Never rest.
148. Get some sleep.
149. Winning = Embracing paradox.
150. Ambiguity = Opportunity.
151. Resilience.
152. Relentless-ness.
153. None. Above. Comeuppance.
(GM. Sears. U.S. Steel. DEC.)
154. Be yourself. Period.
155. Never work with jerks. Including
customers. (Life. Too short.)
156. Under-promise, over-deliver.
157. Talent. (Powerful word.)
158. “Customer = Anyone whose actions
affect your results.”
159. Competition stinks. (Seek the soft
spots where you can dominate.)
160. K.I.S.S./Keep It Simple, Stupid.
161. Beauty. (Good biz word.)
162. “See the beauty in a hamburger bun.”
(Go. Ray.)
163.
164.
165.
166.
Own up. Quick. ( Denial. Cancer.)
Celebrate. Often.
78 people = 78 approaches. (Each. Unique.)
Weed. Ceaselessly. (Prune. Stupid.
Rules. Non-stop.)
167. Get out of the way. (You = The problem.)
168. Smile. Sunny. Optimism. (If it kills you.)
169. Flowers. (Cheery workplace.)
170. Enjoy. (Or get the hell.)
171. Be intolerant of “sour.” (1 = Major pollution)
172. No “quick trigger” on promotion.
(Too important.)
173. Evaluation = Lots of study-time.
174. Evaluation = “Life or death” to evaluee.
175. “360” evaluation. No fad.
176. Exit when you’re done. (Done.
Sooner than you think.)
177. Today. Now. My Project. Am. Is. I. Period.
178. “Beautiful” systems. (Good biz phrase.
Not oxymoron.)
179. Build on strengths > Fix weaknesses.
180. “To don’t” = “To do.” (“To don’t” >
“To do” ?)
181. Leaders “Do” People. (Period.)
182. Leaders enjoy leading.
183. Serious leadership training = Serious.
184. Priorities. Obvious. (Or else.)
185. 5 “Priorities” = 0 Priorities.
(3 “Priorities” = 0 Priorities?)
186. People. First. Last. Always.
187. It. Is. Always. The. People.
188. Handshake. (Quantity. Quality.)
189. Don’t fold your hands in front of
your chest. Ever. (Never.)
190. Simplicity. Redundancy. Resilience.
Bloody-mindedness. Visible
optimism. (Success.) (Repeat.)
191. Employee Entrance = Guest
Entrance.
192. Put the customer SECOND.
(Thanks, Hal.)
193. Flowers. (Or did I say that before?
No matter if I did.)
194. Big Mergers don’t work. Small
acquisitions can/do work—if you
don’t screw with their energy.
195. Instinctively “head for the front
line.” (In all contexts.)
196. Success = DDMMPR/"D-squared,
M-squared, PR” = DramDiff +
Money-Financial Acumen + Good
“Marketing” Instincts + Stellar People
+ Resilience (The “fab five”: What.
Every. Small. Biz. Needs.) (Big too.)
197. Core Mechanism (“Game-changing
Solutions”): PSF (Professional Service
Firm “model”) + Wow! Projects
(“Different” vs “Better”) + Brand You
(“Distinct” or “Extinct”)
198. 2011/2016 has already happened.
Find it.
199. Kids “know” kids. Oldies “know” oldies.
Women “know” women. (Staff
accordingly.)
200. Everybody is my customer.
201. Cosset “vendors.”
202. I want to run a Housekeeping department.
(And you?)
203. The military doesn’t follow the “military
model.” (Initiative = Excellence.)
204. No such thing as “going to absurd lengths”
to serve the Customer. (HSM & Lefties.)
205. Forget the “customer.” All = “Clients.”
206. It takes decades to get over “sleights.”
(So don’t sleight.)
207. Don’t “dumb down.” Ever.
NO LESS THAN
EXCELLENCE.
EVER.
209. EXCELLENCE.
ALWAYS.
208.
EXCELLENCE.
STRETCH.
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
“Beware of the tyranny
of making Small Changes
to Small Things. Rather,
make Big Changes to
Big Things.”
—Roger Enrico, former Chairman, PepsiCo
“Reward excellent
failures. Punish
mediocre
successes.”
Phil Daniels, Sydney exec
EXCELLENCE.
LET.
US.
MARCH.
“In classical times when
Cicero had finished speaking,
the people said, ‘How well he
spoke,’ but when
Demosthenes had finished
speaking, they said, ‘Let
march.’”
us
—Adlai Stevenson
Let us
march.
“Never doubt that a small
group of committed
people can change the
world. Indeed it is
the only thing that ever
has.”
—Margaret Mead
EXCELLE
ALWAYS