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1tompeters! company
The Enterprise Has Changed:The Road Ahead
Boyd L. ClarkeC.E.O.
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White-collarWhite-collarRevolutionRevolution
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“The high-impact project is the gem . . . the nugget . . . the
fundamental atomic particle from which the new white collar world
will be constructed and/or reconstructed. Projects should
be, well, WOW!”Tom Peters
The Project 50
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Welcome to the new millennium
Life in the Projects
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The 4th information revolution . . .
• 3000 BC Mesopotamia
• 1300 BC China
• 1450 AD Germany
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The Technology is here!!!!!!!
“Information technology is now, but just now, capable of revolutionizing white collar work the same way earlier technologies revolutionized the farm and the factory. Hold onto your hats white collar workers, nothing will ever be the same.”
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Jeffery Holt
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Mining in Minnesota
1960284 Mines
48,000 Employees
20007 Mines
6,700 Employees
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“There’s going to be a fundamental change in the
global economy unlike anything we have had
since the cavemen began bartering.”
Arnold Baker, Chief Economist, Sandia National Laboratory
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“The corporation as we know it, which is now 120 years old, is
not likely to survive the next 25 years. Legally and
financially, yes, but not structurally and economically.”
Peter Drucker, Business 2.0 (08.00)
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“We are in a brawl with no rules!”
Paul Allaire
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“It used to be that the big ate the small.
Now the fast eat the slow.”
Geoff Yang, IVP/ (Institutional Venture Partners)
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Technical Forces
WWW.
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$7.4 trillion by 2004.
Source: Garter Group
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22 pages per second
118,800Source: Gartner Group
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“ALL OF THESE ‘CONVERSATIONS’ TODAY ABOUT ‘THE WEB’ WILL APPEAR SO BLOODY DAMN SILLY AND PEDESTRIAN TEN … FIVE? … THREE? …YEARS FROM NOW.”
— Tom Peters (11-99)
P.S.: Read Ray Kurzweil’s The Age of Spiritual Machines: When Computers Exceed Human Intelligence
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Technical Forces
WWW.
White Collar Robots
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White Collar Robots
ATM’s
Movie Tickets
1 (800) 555-1212
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Stock Brokers
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Travel Agents
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Travel Industry
52.2
/ 15.5
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Banking Industry
“Banking is necessary.
Banks are not.”Dick Kovacevich,
Norwest/ Wells
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Bankers
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Sales People
18Million8 Million
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Sales People
“We are not seeing the death of sales people, but the death of sales forces.”
Neil RachamHuthwait Associates
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Insurance Agents
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Purchasing
1200900600
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Purchasing at Bentonville
• Facts - 75%/5%
• Decision - 8 or 100
• Policy - No sales people allowed
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February 27, 2000 Announcement
Ford, GM & Daimler-Chrysler, arch enemies for nearly a century - create an Internet supplier Marketplace/Virtual Marketspace.
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1/100to
1/500
Human Resource Dept.
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1/40to
1/680
Human Resource Dept.
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Training and Development
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“Education over the internet is going to be so big, it’s going to make E-mail usage look like a rounding error .”
John Chambers
CEO, Cisco Systems Inc.
Education
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“My best guess is that these schools will be about as successful as Digital Equipment was in competition with Dell.”
Clayton ChristensenHarvard Business School
Education
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Video Music
Libraries
Information Distribution
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Technical Forces
WWW.
White Collar Robots
Data Base
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“UPS used to be a trucking company with technology. Now it’s a
technology company with trucks.”
Forbes (1-00), on UPS’s $11B spent on IS in the 90s; UPS was Forbes’ “Company of the Year”
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Social Forces
Dilbert
Work/LifeBalance
Talent Wars
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New Economy Characteristics
Non-linear change
Commoditization
Dead-end Incrementalism
Change in Business Model
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White-collarWhite-collarRevolutionRevolution
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Data Base
WWW.
White Collar Revolution
DilbertWhite Collar Robots
Talent Wars
Work/LifeBalance
New Work: Core Model
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White Collar Revolution
New Employee
New Organization
New Work
New Work: Core Model
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White Collar Revolution
New EmployeePSF 1.0PSF 1.0
New Work
New Work: Core Model
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White Collar Revolution
Brand YouProfessionalBrand You
ProfessionalPSF 1.0
New Work
New Work: Core Model
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White Collar Revolution
Brand YouProfessional
PSF 1.0
WOW!ProjectsWOW!
Projects
New Work: Core Model
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White Collar Revolution
New Employee
New Organization
New Work
New Work: Core Model
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Five Transformations
Departments to Professional Services Firms
Managers to Leaders at all Levels
Customer Service to Customer Experience
Work assignments to WOW!Projects
Employees to Brand YOU Professionals
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Managers to
Leaders
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“What’s in the shortest supply now are great teams led by great leaders.”
John Doer, venture capitalist
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70,000 + Case StudiesOver the last 13 years we have asked over 70,000 business professionals to tell us about their personal best leadership experience. Virtually one hundred percent of them told us about a project they were part of.
Projects are the birthplace of leaders and leadership.
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Departmentsto
PSFs
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Work Worth Paying For
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Employeesto
Brand YouProfessionals
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“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
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“Firms will not ‘manage the careers’ of their employees. They will provide opportunities to enable the employee to develop identity and adaptability and thus be in charge of his or her own career.”
Tim Hall
“The New Protean Career Contract”
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Customer Service
toCustomer
Experience
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“The Age of the Never Satisfied
Customer”Regis McKenna
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What does Harley Davidson
sell?
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“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
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Customer Service• On time delivery
• Failure rate
• Defects per 1000
• Absence of defect or complaint
• Return Rate
• Satisfaction
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In many industries the correlation between
customer satisfaction and repeat business is zero.
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Customer Experience• WOW
• Tingle
• Bewitch
• Dazzle
• Thrill
• Delight
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About Quality
“Quality is conformance to requirements, not
goodness.”
Phil Crosby
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Satisfy … Conform to Requirements … Exceed
Expectations …Delight! … WOW! … Lust! … ONLY ONES WHO DO
WHAT WE DO!
Satisfy … Conform to Requirements … Exceed
Expectations …Delight! … WOW! … Lust! … ONLY ONES WHO DO
WHAT WE DO!
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Work Assignments
toWOW!Projects
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Project Tangibles
• Objectives
• Budgets
• Measurements
• Timelines
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Project Intangibles
• Passion
• Design & Beauty
• Buzz
• Personality
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WOW!Projects
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“You really got to me. So many of our information technology projects take on a life of their own, and I know they’ll never end up as more than ‘mediocre successes.’ ”
CEO, F100 financial services company (10-98)
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“Reward excellent failures. Punish
mediocre successes.”
Phil Daniels, Sydney exec
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Rule #1:Never accept
an assignment as is.
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WOW!Project Nuggets• The Reframe - Small Ideas Get Bigger
• Quick Prototyping - Slow results get Faster
• Design and Beauty - Mundane things becomes
exciting
• Small Projects Matter - Ordinary becomes WOW!
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No Wiggle Room!
“Incrementalism is innovation’s worst
enemy.” Nicholas Negroponte
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Our View of the World
Invent the New World of Work
White Collar Revolution
The Work Matters!
Our Vision is to . . .
Why? . . . Because . . .
Because we are in the middle of a . . .
Five Transformations
Which requires . . .
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The Work Matters!
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People they have loved.
Great work they have done.
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“...Our employees saw the wisdom of focusing on values and behaviors, but the bureaucracy created roadblocks for the clients BECAUSE THE WORK ITSELF
DIDN'T CHANGE. . . . don't fall into that trap.”
-Bob Vickers, Bank of Montreal
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“Meaning from work comes form doing great work, not from talking about how meaningful
work should be.”
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“Eye Test”
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T
H EW O R
K M A T T
E R S ! T H EW O R K M A T
T E R S ! T H E W O RK M A T T E R S ! T H E W O R K ! !
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The New World of Work
Boyd L. ClarkeC.E.O.
(513) 683-4702boydclarke@tompeters.com
Slides - www.tompeters.com/training/slides
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Inventing The New World of Work
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