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Tom Peters’ Excellence. Always. Breukelen/21 April 2009

Tom Peters’ Excellence. Always. Breukelen/21 April 2009. NOTE : To appreciate this presentation [and ensure that it is not a mess ], you need Microsoft fonts: “Showcard Gothic,” “Ravie,” “Chiller” and “Verdana”. Tom Peters’ Excellence. now. More than ever. Breukelen/21 April 2009.

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Tom Peters’ Excellence. Always. Breukelen/21 April 2009

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  1. Tom Peters’ Excellence. Always. Breukelen/21 April 2009

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

  3. Tom Peters’ Excellence. now. More than ever. Breukelen/21 April 2009

  4. Conrad Hilton, at a gala celebrating his career, was asked, “What was the most important lesson you’ve learned in you long and distinguished career?” His immediate answer …

  5. “remember to tuck the shower curtain inside the bathtub”

  6. “Execution isstrategy.”—Fred Malek

  7. MBWA

  8. Part ONE

  9. #1

  10. Little = BIG

  11. #2

  12. 7X. 7:30A-8:00P. F12A.7:30AM = 7:15AM.8:00PM = 8:15PM.

  13. “No” = 2**Yes Bank

  14. 2,000,000

  15. The Commerce Bank Model“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

  16. #3

  17. Don’t like it? Don’t pay. Source: Granite Rock Co.

  18. #4

  19. It BEGINS(and ENDS) in the …

  20. parkinglot**Disney

  21. #5

  22. 2X Source: Container Store/increase average sale per shopper

  23. #6

  24. (1) LAN Installation Co. (3%) (2) “Geek Squad” (30%) (3) Best Buy contracts (4) Best Buy purchases (5) Best Buy’s “brand promise” Source: Best Buy (Circuit City: fire senior, hire junior)

  25. #7

  26. Bag sizes = New markets: $B Source: PepsiCo

  27. #8

  28. Big carts = 1.5X Source: Wal*Mart

  29. #9

  30. none!

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

  32. “Kindness is free.”

  33. “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

  34. “Courtesies of a small and trivial character are the ones which strike deepest in the grateful and appreciating heart.”—Henry Clay

  35. “Perception is all there is”

  36. Comeback [big, quick response] >> Perfection

  37. <TGWand …>TGR[Things Gone WRONG-Things Gone RIGHT]

  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. $100+ purchase/ 3-centlemon National “Brand”/ 2-centcandy

  40. #10

  41. Acquire vs maintain*: 5X *Recession goal: Higher “market share” current customers

  42. #11

  43. (1) Amenable to rapid experimentation/failure “free” (No bad “PR,” No $$) (2) Quick to implement/Quick to Roll out (3) Inexpensive to implement/ Roll out (4) Huge multiplier (5) An “Attitude” (6) Does not by and large require a “power position” from which to launch experiments.

  44. Half-day/25 ideas • One week/5 experiments • (3) One month/Select best 2 • (4) 60-90 days/Roll out

  45. #12

  46. Little = BIG

  47. “Design is everything. Everything is design.” “We are all designers.” Inspiration: The Power of Design: A Force for Transforming Everything, Richard Farson

  48. “Power Freaks” Move Things Around!

  49. >100 feet = 100 miles

  50. Geologists + Geophysicists + A little bit of love =Oil

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