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part three

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  1. NOTE:To appreciate this presentation [and ensure that it is not a mess], you need Microsoft fonts:“Showcard Gothic,”“Ravie,”“Chiller”and“Verdana”

  2. Section TWO of TWOTom Peters’ X25*EXCELLENCE. ALWAYS.KPMG/Training Solutions/Nairobi/21July2007*In Search of Excellence 1982-2007

  3. part three

  4. EXCELLENCE. VALUE ADDED.UP THE LADDER.

  5. Up,Up,Up, Upthe Value-added Ladder.

  6. EXCELLENCE.VALUE-ADDED LADDER I. SOLVE IT.

  7. $55B

  8. Huge:Customer Satisfactionversus Customer Success

  9. “ ‘Results’ are measured by the successof all those who have purchased your product or service”—Jan Gunnarsson & Olle Blohm,The Welcoming Leader

  10. “He had done nothing to sell me on his business, yet he had given me the most powerful sales pitch of my life.Because his sole concern had been my welfare and the success of my business.”—Jim Penman, on learning how to sell (What Will They Franchise Next? The Story of Jim’s Group)

  11. Up,Up,Up, Upthe Value-added Ladder.

  12. The Value-added Ladder/ STUFF ‘N’ THINGSGoods Raw Materials

  13. The Value-added Ladder/Stuff & TRANSACTIONSServicesGoods Raw Materials

  14. The Value-added Ladder/ OPPORTUNITY-SEEKINGCustomer Success/ Gamechanging SolutionsServicesGoods Raw Materials

  15. EXCELLENCE.SOLVE IT. NO OPTION.PSF. (PSF++)

  16. “[Former Fed Vice-chairman Alan] Blinder … remains an implacable opponent of tariffs and trade barriers. But now he is saying loudly that a new industrial revolution—communication technology that allows services to be delivered from afar—will put as many as 40 million Americanjobs at risk of being shipped out of the country in the next decade or two.”*—Wall Street Journal /0328 *Blinder: 40 million = “only the tip of a very big iceberg.”

  17. Department Headto …Managing Partner, IS[HR, R&D, etc.]Inc.

  18. Answer:PSF

  19. Core Mechanism:“Game-changing Solutions”PSF(Professional Service Firm “model”/The Organizing Principle)+Brand You(“Distinct” or “Extinct”/The Talent) +Wow! Projects (“Different” vs “Better”/TheWork)

  20. The“PSF35”: Thirty-Five Professional Service Firm Marks of Excellence

  21. The PSF35: The Work & The Legacy1.CRYSTAL CLEAR POINT OF VIEW (E very Practice Group: “If you can’t explain your position in eight words or less, you don’t have a position”—Seth Godin)2. DRAMATIC DIFFERENCE (“We are the only ones who do what we do”—Jerry Garcia)3. Stretch Is Routine (“Never bite off less than you can chew”—anon.)4. Eye-Appetite for Game-changer Projects (Excellence at Assembling “Best Team”—Fast) 5. “Playful” Clients (Adventurous folks who unfailingly Aim to Change the World)6. Small “Uneconomic” Clients with Big Aims 7. Life Is Too Short to Work with Jerks (Fire lousy clients)8. OBSESSED WITH LEGACY (Practice Group and Individual: “Dent the Universe”—Steve Jobs)9. Fire-on-the-spot Anyone Who Says, “Law/Architecture/Consulting/ I-banking/ Accounting/PR/Etc. has become a ‘commodity’ ” 10. Consistent with #9 above … DO NOT SHY AWAY FROM THE WORD (IDEA) “RADICAL”

  22. Pointed Point of View!

  23. The PSF35: The Firm & The Brand28. EAT-SLEEP-BREATHE-OOZE INTEGRITY (“My life is my message”—Gandhi) 29. Excellence+ in EXECUTION… 100.00% of the Time30. “Drop everything”/“Swarm” to Support a Harried-On The Verge Team31. SPEND ON R&D LIKE A TECH FIRM. 32. A PROPRIETARY METHODOLOGY (FBR, McKinsey, Chiat Day, IDEO, old EDS) 33. BRAND MANIACS(Organize Around a Point of View Worth BROADCASTING) 34. PASSION! ENTHUSIASM! 35.EXCELLENCE. ALWAYS.

  24. Psf.Bedrock.

  25. PSF/Professional Service Firm/BeliefsProfession: Calling/Passion to make a difference/Excellence (always)point of view: know exactly what we stand for/ “Dramatic Difference”Client: enduring, test-the-limits relationship/Trusted advisorSolution: Rock His-her World/ “wow”/ implemented “Culture change”/ >>>>>> “satisfaction”

  26. Photographer: Louise Roach

  27. Big Idea:“Corporation” as Mega-“PSF”(Professional Service Firm*)* “Virtual” Collection of Entrepreneurially-minded Professionals (“Talent”/“Roster”) Creating/Applying Intellectual Capital (“Work Product”)

  28. Are you the …“Principal Engine of Value Added”*E.g.: Your R&D budget as robust as the New Products team?

  29. Core Mechanism:“Game-changing Solutions”PSF(Professional Service Firm “model”/The Organizing Principle)+Brand You(“Distinct” or “Extinct”/The Talent) +Wow! Projects (“Different” vs “Better”/TheWork)

  30. “Let’s make a dent in the universe!”—Steve Jobs

  31. Your Current Project?1. Another day’s work/Pays the rent.4. Of value.7. Pretty Damn Cool/Definitely subversive.10.WE AIM TO CHANGE THE WORLD.(Insane!/Insanely Great!/WOW!)

  32. If you are not prepared to be fired over your beliefs … you are working on the wrong project.—TP

  33. Starting aWOW! Projects Epidemic:Demos, Heroes, Stories!

  34. Premise:“Ordering” Systemic Change is a Waste of Time!

  35. Demos! Heroes! Stories!

  36. Subversive ChangeBe(very)ware “genetic constraints” (history’s looong arm)You must “do” GandhiHire weird (fulltime or temp)Find the extant crazies (troll for them via offers to join weird project teams)Create a (quiet) “Crazies Club”/Keep extendin’ the WebCreate “boondocks projects” by the truckload (with partners of every flavor)Understand: Yours is a “protection racket”Sky High Standards!! (There’s a deadly serious reason for “all this”—life or death)TP Heroes: Allan Puckett; Bob Stone; Jill Ker Conway; Kelly Johnson; John Boyd

  37. EXCELLENCE.VALUE-ADDED LADDER II. EXPERIENCE IT.

  38. “Experiences are as distinct from services as services are from goods.”—Joe Pine & Jim Gilmore, The Experience Economy: Work Is Theatre & Every Business a Stage

  39. Safe, On-time and ...“We defined personality as a market niche. We seek to amaze, surprise, entertain.”— Herb Kelleher, SWA / LUV

  40. Up,Up,Up, Upthe Value-added Ladder.

  41. The Value-added Ladder/ MEMORABLE CONNECTIONSpellbinding ExperiencesGamechanging SolutionsServicesGoods Raw Materials

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

  43. Words!— Magician of Magical Moments— Maestro of Moments of Truth— Recruiter of Raving Fans— Impresario of First Impressions— Wizard of WOW— Captain of Brilliant Comebacks— Director of Electronic Customer Experiences— Conductor of Customer Intimacy— King of Customer Community— Queen of Customer Retention— CEO of Ownership Experience— Managing Director of After-sales Experience

  44. <TGWvs.>TGR[Things Gone WRONG/Things Gone RIGHT]

  45. tom peters: what I’ve Learned about “Small Business”

  46. Passion for PRODUCT.OBSESSION With Product.LOVE The Product.Aim To Be “ONLY ONES WHO DO WHAT WE DO.”Keep ADDIN’ Stuff.Invest “UNWISELY” in R&D.Reside Permanently In The DISCOMFORT Zone.“Unhealthy” PARANOIA Is A Good Thing.Add Clients That PUSH-PULL.SELL. SELL. SELL. SELL.Go For Broke: CUSTOMER CONTACT PEOPLE.PERFECTION: Customer Contact People.Hire for ATTITUDE.INVITE On An Adventure.GREAT CFO/Biz Guy-Gal. NASTY CFO/Biz Guy-Gal.QUADRANGULAR LEADERSHIP: Visionary-Talent Fanatic-Project Manager-I.P.M.(I.P.M. = Inspired Profit Mechanic)

  47. GREAT Logo.DESIGN!“OVERDO” Marketing Materials.WOMEN Roar. WOMEN Rule. WOMEN Buy.Diversity = $$$$$$Be RELENTLESS. Cut And RUN.Product Includes-Features the PACKAGING.Define Your DRAMATIC DIFFERENCE (R.P.O.V.8)Best STORY Wins.DRESS For Success.First Goal: AMUSE Yourself.Know YOURSELF.DON’T Do Stuff You Hate. “Over-invest” In RELATIONSHIPS.(R.O.I.R.: Return On Investment in Relationships)SYSTEMATICALLY “Manage” Relationships.“Work” The SUPPORT PEOPLE In Client Orgs.

  48. BLOG As If Your Life Depended On It.SOPHISTICATED Use Of Infotech.RESPONSE To Problems.Make ’Em PAY.CLOSE The Sale. Invest BIGTIME In PR.Media FRIENDLY.Live-To-SCHMOOZE.Fun/Laughter = $$$$MBWA: Stay In Touch.“You Must Be The Change You Wish To See In The World”/GANDHI5K For 5M.Your CALENDAR Never Lies.OUT:Pastels.IN:Technicolor

  49. JUST SAY “NO” TO C.E.O.:CIO/Chief Innovation Officer. CSO/Chief Sales Officer. CWO/Chief Wow OfficerEXCELLENCEIs Very Cool.“MICRO-MANAGE” Your Reputation.Wear Your Integrity On Your SLEEVE.KEEP Your Promises.EXECUTION!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!“A Man Without A Smiling FaceMUST NOT Open His Shop.”RECOGNITION! Work HARD, Not Smart.“Insanely Great.” THE STANDARD.

  50. R.O.I.R

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