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Thank you Ann !!!

Tom Peters’ X25* EXCELLENCE. ALWAYS. IDDBA/Anaheim/03 June 2007 * In Search of Excellence 1982-2007. Thank you Ann !!!. R.O.I.R. Return On Investment In Relationships.

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Thank you Ann !!!

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  1. Tom Peters’ X25*EXCELLENCE. ALWAYS.IDDBA/Anaheim/03 June 2007*In Search of Excellence 1982-2007

  2. Thank you Ann!!!

  3. R.O.I.R

  4. Return On Investment In Relationships

  5. Conrad Hilton, at a gala celebrating his life, on “the mostimportantlesson you’ve learned in you long and distinguished career”:“remember to tuck the shower curtain inside the bathtub”

  6. Daimler. And Dumb. Both Start with “d.”

  7. Mission impossible?$36B/’98minus $675M/‘07

  8. “Mr Zetsche, head of Chrysler from 2000 to 2005, denied he should take any responsibility for the U.S. carmaker’s troubles …”—Financial Times/05.29.07

  9. $10,000,000/Day

  10. Slides* at …tompeters.com*Also LONG

  11. IDDBA21

  12. IDDBA21 *Planetree! Commerce! Cirque! (Pianos! Dog biscuits!) *Jerry Garcia … or bust (“only ones who do what we do,” “insanely great,” “radically thrilling,” “gaspworthy.” *Think Wegmans. (Staff: #1; the Manager’s Handbook of Decencies; “Kindness is free.”) *”Wow” is free, too. *Hire nut cases (the “O for 800” rule holds for DDB) *E Val U A Tion, 53 = 53. *Cause. Space. Decency. *Hire Great People. Try a Lot of Stuff Accept No Less Than Excellence. Pursue Wow! *EXCELLENCE! *Think 7 11 @ Mt Vernon & Charles. (<Capex, > People) *Think Whole Foods. (Sorry, but it’s true.) (Experience! Flowers on the way in! Bags that open!) *Customer partnership. *Design (Pooh, the “Deli look 2007”) *Communispace. (Got a clue as to what’s in your … STORE LEVEL … customers’ heads, the case of the Remote Control) *Experience???????? (Still waitin’ for memorable.) (Stories, suggestions, tableaus … what was the point beyond “modernize … Shaw’s Manchester VT) *For Pete’s sake … “OBESITY WORSE THAN TERRORISM” (Lea Der Ship! Wild doses of Im Ag In A Tion Noooooooow!) *Tommy Trillions & His Friends By The Millions!!!!!!!!!!!!!! *Experiment!!!!!!!!!!!!!!!!!! (R.F.A.,S.A.V., Sam’s #1) *NSPW (New Stuff Per Week.) *Passion (My disappointment in store managers?????? Lookin’ for Mary Kay!) *You do understand … HER … right? (I presume >75% of DDB managers are Women?)

  13. *Planetree! Commerce! Cirque! (Pianos! Dog biscuits!) *Jerry Garcia … or bust (“only ones who do what we do,” “insanely great,” “radically thrilling,” “gaspworthy.”) *Think/Obsess Wegmans! (Staff: #1; the Manager’s Handbook of Decencies; “Kindness is free.”) *Leaders serve. (Leader as host.) *”Wow” is free, too. *Hire nut cases (the “O for 800” rule holds for DDB)

  14. Planetree: A Radical Model for New Healthcare/Healing/Wellness Excellence

  15. The 9 Planetree Practices1.The Importance of Human Interaction2. Informing and Empowering Diverse Populations: Consumer Health Libraries and Patient Information3. Healing Partnerships: The importance of Including Friends and Family4. Nutrition: The Nurturing Aspect of Food5. Spirituality: Inner Resources for Healing6. Human Touch: The Essentials of Communicating Caring Through Massage7. Healing Arts: Nutrition for the Soul8. Integrating Complementary and Alternative Practices into Conventional Care9. Healing Environments: Architecture and Design Conducive to HealthSource: Putting Patients First, Susan Frampton, Laura Gilpin, Patrick Charmel

  16. Press Ganey Assoc:139,380 former patients from 225 hospitals:noneof THE top 15 factors determining Patient Satisfaction referred to patient’s health outcomePSdirectly related to StaffInteractionPSdirectly correlated with Employee SatisfactionSource: Putting Patients First, Susan Frampton, Laura Gilpin, Patrick Charmel

  17. “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

  18. 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

  19. Excellence.Bank on it.(commerce bank.)

  20. The Commerce Bank Model“cost cutting is a death spiral.”Source: Fans! Not customers. How Commerce Bank Created a Super-growth Business in a No-growth Industry, Vernon Hill & Bob Andelman

  21. The Commerce Bank Model“over-invest in our people, over-invest in our facilities.”Source: Fans! Not customers. How Commerce Bank Created a Super-growth Business in a No-growth Industry, Vernon Hill & Bob Andelman

  22. “every computer at commerce bank has a specialredkey on it that says, ‘found something stupid that we are doing that interferes with our ability to service the customer? Tell us about it, and if we agree, we will give you $50.’”Source: Fans! Not customers. How Commerce Bank Created a Super-growth Business in a No-growth Industry, Vernon Hill & Bob Andelman

  23. Commerce Bank: From “Service” to “Experience”7X. 730A-800P. F12A.**’93-’03/10 yr annual return: CB: 29%; WM: 17%; HD: 16%. Mkt Cap: 48% p.a.

  24. *Planetree! Commerce! Cirque! (Pianos! Dog biscuits!) *Jerry Garcia … or bust (“only ones who do what we do,” “insanely great,” “radically thrilling,” “gaspworthy.”) *Think/Obsess Wegmans! (Staff: #1; the Manager’s Handbook of Decencies; “Kindness is free.”) *Leaders serve. (Leader as host.) *”Wow” is free, too. *Hire nut cases (the “O for 800” rule holds for DDB)

  25. “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

  26. “In-sane-ly-great”

  27. Radically Thrilling Language! “Radically Thrilling.” —BMW Z4 (ad)

  28. Language

  29. *Planetree! Commerce! Cirque! (Pianos! Dog biscuits!) *Jerry Garcia … or bust (“only ones who do what we do,” “insanely great,” “radically thrilling,” “gaspworthy.”) *Think/Obsess Wegmans! (Staff: #1; the Manager’s Handbook of Decencies; “Kindness is free.”) *Leaders serve. (Leader as host.) *”Wow” is free, too. *Hire nut cases (the “O for 800” rule holds for DDB)

  30. #1/100“Best Companies to Work for”/2005

  31. Leaders Understand:Brand = Talent.

  32. “We are a ‘Life Success’ Company.”Dave Liniger, founder, RE/MAX

  33. *Planetree! Commerce! Cirque! (Pianos! Dog biscuits!) *Jerry Garcia … or bust (“only ones who do what we do,” “insanely great,” “radically thrilling,” “gaspworthy.”) *Think/Obsess Wegmans! (Staff: #1; the Manager’s Handbook of Decencies; “Kindness is free.”) *Leaders serve. (Leader as host.) *”Wow” is free, too. *Hire nut cases (the “O for 800” rule holds for DDB)

  34. “Leaders‘SERVE’ people. Period.”—Anon.

  35. *Planetree! Commerce! Cirque! (Pianos! Dog biscuits!) *Jerry Garcia … or bust (“only ones who do what we do,” “insanely great,” “radically thrilling,” “gaspworthy.”) *Think/Obsess Wegmans! (Staff: #1; the Manager’s Handbook of Decencies; “Kindness is free.”) *Leaders serve. (Leader as host.) *“Wow” is free, too. *Hire nut cases (the “O for 800” rule holds for DDB)

  36. *Planetree! Commerce! Cirque! (Pianos! Dog biscuits!) *Jerry Garcia … or bust (“only ones who do what we do,” “insanely great,” “radically thrilling,” “gaspworthy.”) *Think/Obsess Wegmans! (Staff: #1; the Manager’s Handbook of Decencies; “Kindness is free.”) *Leaders serve. (Leader as host.) *“Wow” is free, too. *Hire nut cases (the “O for 800”/100% rule holds for DDB)

  37. “Normal” = “o for 800”

  38. *One size fits one. (53 = 53.) *Cause. Space. Decency. *”It.” (Hire Great People. Try a Lot of Stuff Accept No Less Than Excellence. Pursue Wow!) *EXCELLENCE! *Excellence. Wherever. (Jim’s Group, Basement Systems Inc.) *Think 7 11 @ Mt Vernon & Charles. (<Capex, > People) *Smile. *Think Whole Foods. (Sorry, but it’s true.) (Experience! Flowers on the way in! Bags that open!)

  39. Just scream “No”!

  40. Promise #1:“Never, ever again will I evaluate anyone using a standardized instrument devised by a “professional” in inhuman Resources.”

  41. 53 = 53

  42. *One size fits one. (53 = 53.) *Cause. Space. Decency. *”It.” (Hire Great People. Try a Lot of Stuff Accept No Less Than Excellence. Pursue Wow!) *EXCELLENCE! *Excellence. Wherever. (Jim’s Group, Basement Systems Inc.) *Think 7 11 @ Mt Vernon & Charles. (<Capex, > People) *Smile. *Think Whole Foods. (Sorry, but it’s true.) (Experience! Flowers on the way in! Bags that open!)

  43. Cause(worthy of commitment)Space(room for/encouragement for initiative)Decency(respect, humane)

  44. The Manager’s Book of Decencies: How Small gestures Build Great Companies.—Steve Harrison, Adecco

  45. *One size fits one. (53 = 53.) *Cause. Space. Decency. *“It.” (Hire Great People. Try a Lot of Stuff Accept No Less Than Excellence. Pursue Wow!) *EXCELLENCE! *Excellence. Wherever. (Jim’s Group, Basement Systems Inc.) *Think 7 11 @ Mt Vernon & Charles. (<Capex, > People) *Smile. *Think Whole Foods. (Sorry, but it’s true.) (Experience! Flowers on the way in! Bags that open!)

  46. Hire Great People(Resilient, Passionate)Try a Lot of Stuff(S.A.V./R.F.A.)aCCEPT NO LESS THAN EXCELLENCE/PURSUE Wow!enjoy It While It Lasts

  47. *One size fits one. (53 = 53.) *Cause. Space. Decency. *“It.” (Hire Great People. Try a Lot of Stuff Accept No Less Than Excellence. Pursue Wow!) *EXCELLENCE! *Excellence. Wherever. (Jim’s Group, Basement Systems Inc.) *Think 7 11 @ Mt Vernon & Charles. (<Capex, > People) *Smile. *Think Whole Foods. (Sorry, but it’s true.) (Experience! Flowers on the way in! Bags that open!)

  48. Why in the World did you go to Siberia?

  49. 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!

  50. *One size fits one. (53 = 53.) *Cause. Space. Decency. *“It.” (Hire Great People. Try a Lot of Stuff Accept No Less Than Excellence. Pursue Wow!) *EXCELLENCE! *Excellence. Wherever. (Jim’s Group, Basement Systems Inc.) *Think 7 11 @ Mt Vernon & Charles. (<Capex, > People) *Smile. *Think Whole Foods. (Sorry, but it’s true.) (Experience! Flowers on the way in! Bags that open!)

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