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Tom Peters’ EXCELLENCE. ALWAYS. The Basics. 03 October 2008. NOTE : To appreciate this presentation [and ensure that it is not a mess ], you need Microsoft fonts: “Showcard Gothic,” “Ravie,” “Chiller” and “Verdana”. L(+21) = L(-21). Leadership(21A.D.) = Leadership(21B.C.). walk.

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Tom Peters’ EXCELLENCE. ALWAYS. The Basics. 03 October 2008


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    1. Tom Peters’ EXCELLENCE. ALWAYS.The Basics.03 October 2008

    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. L(+21) = L(-21)

    4. Leadership(21A.D.) = Leadership(21B.C.)

    5. walk

    6. Sunday “Drive By”:The CEO of a very successful mid-sized bank, in the Mid-west, attended a seminar of mine in Northern California in the mid-80s—but I remember the following as if it were yesterday. I’ve forgotten the specific context, but I recall him saying to me, pretty much word for word,“Tom let me tell you the definition of a good lending officer. After church on Sunday, on the way home with his family, he takes a little detour to drive by the factory he just lent money to. Doesn’t go in or any such thing, just drives by and takes a sniff.”

    7. Thank you Ben & Norm, Ike , Gust, David, Mark, Muhammad, Nelson, Ben II and Delaware …

    8. L(+21) = L(-21)

    9. Leadership(21A.D.) = Leadership(21B.C.)

    10. Give good tea!

    11. “Allied commands depend on mutual confidence [and this confidence] is gained, above all through the development of friendships.” —General D.D. Eisenhower, Armchair General * (05.08)*“Perhaps his most outstanding ability [at West Point] was the ease with which he made friends and earned the trust of fellow cadets who came from widely varied backgrounds; it was a quality that would pay great dividends during his future coalition command.”

    12. George Crile (Charlie Wilson’s War) on Gust Avrakotos’ strategy:“He had become something of a legend with these people who manned the underbelly of the Agency [CIA].”

    13. General David Petraeus’ “White lines along the road”: “Secure and serve the population. Live among the people. Promote reconciliation. Move mounted, work dismounted; situational awareness can only be achieved by operating face-to-face, not separated by ballistic glass. Walk.*” —David Petraeus, Men’s Journal (06.08) * “I love that last one for its simplicity.” —DP

    14. 3K/5M

    15. 5,000 miles for a 5-minute face-to-face meeting —Mark McCormack, super-agent

    16. MBWA, Grameen Style!“Conventional banks ask their clients to come to their office. It’s a terrifying place for the poor and illiterate. … The entire Grameen Bank system runs on the principle that people should not come to the bank, the bank should go to the people. … If any staff member is seen in the office, it should be taken as a violation of the rules of the Grameen Bank. … It is essential that [those setting up a new village Branch] have no office and no place to stay. The reason is to make us as different as possible from government officials.” Source: Muhammad Yunus, Banker to the Poor

    17. “I am a dispenser of enthusiasm.”—Ben Zander

    18. “eighty percent of success is showing up.” —Woody Allen

    19. The Real World’s “Little” Rule Book Ben/tea Norm/tea DDE/make friends WFBuckley/make friends-help friends Gust/Suck down Charlie/poker pal-BOF Eddie VII/dance-flatter-mingle-learn the language Vlad/birthday party of outgroup guy’s wife CIO/finance network ERP installer/consult-“one line of code” GE Energy/make friends risk assessment GWB/put Jim on the invitation list GHWB/T-notes Hank/60 calls MarkM/5K-5M Delaware/show up Oppy/snub Lewis Strauss NM/smile -$4.3T/tin ear TP/3M, I’m sorry tp.com/Big 4-What do you think? Women/genes Banker/after church Total Bloody Mess/Can they pay back the loan?

    20. walk

    21. 1982

    22. Excellence1982: The Bedrock “Eight Basics” 1. A Bias for Action 2. Close to the Customer 3. Autonomy and Entrepreneurship 4. Productivity Through People 5. Hands On, Value-Driven 6. Stick to the Knitting 7. Simple Form, Lean Staff 8. Simultaneous Loose-Tight Properties”

    23. “Breakthrough” 82* People! Customers! Action! Values! *In Search of Excellence

    24. Hard Is SoftSoft Is Hard

    25. Hard Is Soft (Plans, #s)Soft Is Hard (people, customers, values, relationships))

    26. Thank you ,Herb and Robert …

    27. “You have to treat your employees like customers.”—Herb Kelleher, complete answer, upon being asked his “secrets to success” Source: Joe Nocera, NYT, “Parting Words of an Airline Pioneer,” on the occasion of Herb Kelleher’s retirement after 37 years at Southwest Airlines (SWA’s pilots union took out a full-page ad in USA Today thanking HK for all he had done; across the way in Dallas American Airlines’ pilots were picketing the Annual Meeting)

    28. “The role of the Director is to create a space where the actors and actresses canbecome more than they’ve ever been before, more than they’ve dreamed of being.”—Robert Altman, Oscar acceptance speech

    29. Thank you ,Siberia and A.I.M. …

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

    31. Enterprise* ** (*at its best):An emotional, vital, innovative, joyful, creative, entrepreneurial endeavor that elicits maximum concerted human potential in the wholeheartedservice of others.****Employees, Customers, Suppliers, Communities, Owners, Temporary partners

    32. … no less than Cathedralsin which the full and awesome power of the Imagination and Spirit and native Entrepreneurial flairof diverse individualsis unleashed in passionate pursuit of … Excellence.

    33. Thank you , 7-11…

    34. TP: “How to flush $500,000 down the toilet in one easy lesson!!”

    35. < CAPEX> People!

    36. “Diverse groups of problem solvers—groups of people with diverse tools—consistently outperformed groups of the best and the brightest. If I formed two groups, one random (and therefore diverse) and one consisting of the best individual performers, the first group almost always did better. …Diversitytrumped ability.” —Scott Page, The Difference: How the Power of Diversity Creates Better Groups, Firms, Schools, and Societies Diversity

    37. “Leaders‘do’ people. Period.”—Anon.

    38. “The leaders of Great Groups love talent and know where to find it. They revel in the talent of others.”—Warren Bennis & Patricia Ward Biederman, Organizing Genius

    39. Brand = Talent.

    40. Our MissionTo develop and manage talent;to apply that talent,throughout the world, for the benefit of clients;to do so in partnership; to do so with profit.WPP

    41. #1/100“Best Companies to Work for”/2005

    42. Wegmans

    43. The Dream Manager—Matthew Kelly“An organization can only become the-best-version-of-itself to the extent that the people who drive that organization are striving to become better-versions-of-themselves.” “A company’s purpose is to become the-best-version-of-itself. The question is: What is an employee’s purpose? Most would say, ‘to help the company achieve its purpose’—but they would be wrong. That is certainly part of the employee’s role, but an employee’s primary purpose is to become the-best-version-of-himself or –herself. … When a company forgets that it exists to serve customers, it quickly goes out of business.Our employees are our first customers, and our most important customers.”

    44. #1 cause ofDis-satisfaction?

    45. 2/year = legacy.

    46. 53 = 53

    47. Thank you , Clyde, Michael and Sally …

    48. “One of the defining characteristics [of the change] is that it will be less driven by countries or corporations and more driven by real people.It will unleash unprecedented creativity, advancement of knowledge, and economic development. But at the same time, it will tend to undermine safety net systems and penalize the unskilled.”—Clyde Prestowitz, Three Billion New Capitalists

    49. “If there is nothing very special about your work,no matter how hard you apply yourself you won’t get noticed, and that increasingly means you won’t get paid much either.”—Michael Goldhaber, Wired