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NOTE : To appreciate this presentation [and insure that it is not a mess ], you need Microsoft fonts: “Showcard Goth

NOTE : To appreciate this presentation [and insure that it is not a mess ], you need Microsoft fonts: “Showcard Gothic,” “Ravie,” “Chiller” and “Verdana”. Part 4 Tom Peters’ EXCELLENCE. ALWAYS. New Master/21 August 2008. Slides at … tompeters.com.

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

  2. Part 4Tom Peters’ EXCELLENCE. ALWAYS.New Master/21 August 2008

  3. Slides at …tompeters.com

  4. Ten PartsP1.1, P1.2, P1.3, P1.4/GenericP2/LeadershipP3/TalentP4/“Value-added Ladder”P5/“New” Markets P6/“The Equations”P7.1/ImplementationP7.2/ActionP8/13 “Guru Gaffes”P9/Health“care”P10/“The Lists”

  5. part four

  6. EXCELLENCE. VALUE ADDED.UP THE LADDER.

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

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

  9. $55B

  10. California Closets:“a whole-life upgrade, not just a tidy bedroom.”—WSJ/0329.07, “Why the Container-Store Guy Wants to Be Your Therapist”

  11. I. LAN Installation Co. (3%)II. Geek Squad. (30%.)III. Acquired by BestBuy.IV. Flagship of BestBuy Wholesale “Solutions” Strategy Makeover.

  12. Huge:Customer Satisfactionversus Customer Success

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

  14. “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)

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

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

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

  18. “The business of selling is not just about matching viable solutions to the customers that require them. It’s equally about managing the change process the customer will need to go through to implement the solution and achieve the value promised by the solution. One of the key differentiators of our position in the market is our attention to managing change and making change stick in our customers’ organization.”* (*E.g.: CRM failure rate/Gartner: 70%)—Jeff Thull, The Prime Solution: Close the Value Gap, Increase Margins, and Win the Complex Sale

  19. The Value-added Ladder/ OPPORTUNITY-SEEKINGImplemented Gamechanging SolutionsServicesGoods Raw Materials

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

  21. Chicago:HRMAC

  22. “support function” / “cost center”/ “overhead”or …

  23. Are you …“Rock Stars of the Age of Talent”

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

  25. Every job done in W.C.W. [White Collar World] is also done “outside” …for profit!

  26. 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)

  27. Series/Reinventing WorkThe Project 50: Fifty Ways To Transform Every “Task” Into A Project That MattersThe Professional Service Firm 50: Fifty Ways To Transform Your “Department” Into A Professional Service Firm Whose Trademarks Are Passion And InnovationThe Brand You 50: Fifty Ways To Transform Yourself From An “Employee” Into A Brand That Shouts Distinction, Commitment And Passion

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

  29. Agriculture Age (farmers)Industrial Age (factory workers)Information Age (knowledge workers)Conceptual Age*(creators)*Murakami Teruyasu: “Age of Creation Intensification”Source: Dan Pink, A Whole New Mind

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

  31. 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”

  32. Pointed Point of View!

  33. “Purchasing Officer” Thrust #1:Cost (at All Costs*) Minimization Professional?Or/to:FullPartner-Leader in Lifetime Value-added Maximization?(*Lopez: “Arguably ‘Villain #1’ in GM tragedy”/Anon VSE-Spain)

  34. Fleet ManagerRolling Stock CostMinimization Officervs/orChief of Fleet Lifetime Value MaximizationStrategic Supply-chain ExecutiveCustomer Experience Director (via drivers)

  35. HCare CIO: “Technology Executive”(workin’ in a hospital)Or/to:Full-scale, Accountable(life or death)Member-Partner of XYZ Hospital’s Senior Healing-Services Team(who happens to be a techie)

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

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

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

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

  40. “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

  41. “The [Starbucks] Fix” Is on …“We have identified a ‘third place.’And I really believe that sets us apart. The third place is that place that’s not work or home. It’s the place our customers come for refuge.”—Nancy Orsolini, District Manager

  42. Warren Goes Shopping …

  43. Q: “Why did you buy Jordan’s Furniture?”A: “Jordan’s is spectacular.It’s all showmanship.”Source: Warren Buffet interview/Boston Sunday Globe/12.05.04

  44. Experience: “Rebel Lifestyle!”“What we sell is the ability for a 43-year-old accountant to dress in black leather, ride through small towns and have people be afraid of him.”Harley exec, quoted in Results-Based Leadership

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

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

  47. CXO**Chief eXperience Officer

  48. First Step (?!): Hire a theater director, as a consultant or FTE!

  49. “Car designers need to create astory. Every car provides an opportunity to create anadventure. …“The Prowler makes yousmile. Why? Because it’s focused. It has aplot, a reason for being, apassion.”Freeman Thomas, co-designer VW Beetle; designer Audi TT

  50. Hmmmm(?): “Only” Words …StoryAdventureSmile FocusPlotPassion

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