New PP stuff.New PP stuff.Tom Peters.Tom Peters.

20.August.201020.August.2010..

NOTENOTE:: To appreciateTo appreciate this presentation this presentation [and [and

insure that it is not ainsure that it is not a messmess],], you need Microsoft you need Microsoft

fonts:fonts:

“Showcard Gothic,”“Showcard Gothic,” “Ravie,”“Ravie,” “Chiller”“Chiller”

and and “Verdana”“Verdana”

Problem #1.Problem #1.Opportunity Opportunity

#1.#1.Slide #1.Slide #1.

XFX = XFX = #1#1

The Strategic Importance of XFXThe Strategic Importance of XFX(Cross-functional eXcellence)(Cross-functional eXcellence)

I intend to start using this as a “stand I intend to start using this as a “stand alone” alone” 11stst slide slide. I believe that in most any . I believe that in most any organization of, say, more than a dozen organization of, say, more than a dozen people, the #1 issue is “cross-functional people, the #1 issue is “cross-functional communication-integration.” It is both communication-integration.” It is both

“Problem #1” and “Opportunity #1.” From “Problem #1” and “Opportunity #1.” From intelligence pattern recognition to order intelligence pattern recognition to order execution to innovation, our INTERNAL execution to innovation, our INTERNAL

barriers, not our competitors’ cleverness, are barriers, not our competitors’ cleverness, are the principal impediment to effectiveness. I the principal impediment to effectiveness. I

suspect we all agree with that. But is it—suspect we all agree with that. But is it—AND AND IT RARELY ISIT RARELY IS—literally seen as “SO1”——literally seen as “SO1”—

Strategic Opportunity #1? (Please do me the Strategic Opportunity #1? (Please do me the honor of thinking about this.) honor of thinking about this.)

Five Or Less Five Or Less Words To Words To The WiseThe Wise

EXCELLENCE/Five Or Less Words To The WiseEXCELLENCE/Five Or Less Words To The Wise

4 most important words: 4 most important words: “What do you think?”“What do you think?” (Dave Wheeler @ (Dave Wheeler @ tompeters.com: “Most important 4tompeters.com: “Most important 4 words in an organization.”)words in an organization.”)4 most important words: 4 most important words: “How can I help?”“How can I help?” (Boss as CHRO/ (Boss as CHRO/ Chief Hurdle Removal Officer)Chief Hurdle Removal Officer)2 most important words: 2 most important words: “Thank you!”“Thank you!” (Appreciation/ (Appreciation/ Recognition)Recognition)2 most important words: 2 most important words: “All yours.”“All yours.” (“Hands-off” delegation/ (“Hands-off” delegation/ Respect/Trust)Respect/Trust)3 most important words: 3 most important words: “I’m going out.”“I’m going out.” (MBWA/Managing By (MBWA/Managing By Wandering Around/In touch!)Wandering Around/In touch!)2 most important words: 2 most important words: “I’m sorry.”“I’m sorry.” (Power of unconditional (Power of unconditional apology = Stunning! Marshallapology = Stunning! Marshall Goldsmith: #1 exec issue)Goldsmith: #1 exec issue)5 most important words: 5 most important words: “Did you tell the customer?”“Did you tell the customer?” (Over- (Over- communicate) communicate) 2 most important words: 2 most important words: “She says …”“She says …” (“She” is the customer!) (“She” is the customer!)

EXCELLENCE/Five Or Less Words To The WiseEXCELLENCE/Five Or Less Words To The Wise

2 most important words: 2 most important words: “Yes ma’am.”“Yes ma’am.” (Women are more often (Women are more often than not the best managers.) than not the best managers.) 2 most important words: 2 most important words: “Try it!”“Try it!” (My only “for sure” in 44 (My only “for sure” in 44 years:years: Herb Kelleher: Herb Kelleher: “We have a strategic“We have a strategic plan, it’s called doing things.”/plan, it’s called doing things.”/BillBill Parcells: Parcells: “Blame no one. Expect“Blame no one. Expect nothing. Do something.”nothing. Do something.”))3 most important words: 3 most important words: “Try it again!”“Try it again!” (My only “for sure” 44 (My only “for sure” 44 years: MOST TRIES WINS.)years: MOST TRIES WINS.)2 most important words: 2 most important words: “Good try!”“Good try!” (CELEBRATE “good (CELEBRATE “good failures.” Richard Farson/book:failures.” Richard Farson/book: Whoever Makes the Most MistakesWhoever Makes the Most Mistakes Wins. Wins. Samuel Beckett:Samuel Beckett: “Fail. Fail again. “Fail. Fail again. Fail better.”Fail better.”))3 most important words: 3 most important words: “At your service.”“At your service.” (Organizations exist (Organizations exist to serve. Period. Leaders live to serve.to serve. Period. Leaders live to serve. Period.)Period.)4 most important words: 4 most important words: “How are we doing?”“How are we doing?” (To customers, (To customers, regularly.)regularly.)4 most important words: 4 most important words: “How was Mary’s recital?”“How was Mary’s recital?” (Know your (Know your employees’ kids.)employees’ kids.)2 most important words: 2 most important words: “Let’s party!”“Let’s party!” (Celebrate “small wins” (Celebrate “small wins” atat the drop of a hat.) the drop of a hat.)

EXCELLENCE/Five Or Less Words To The WiseEXCELLENCE/Five Or Less Words To The Wise

1 most important word: 1 most important word: “No.”“No.” (“To don’ts” > “To dos”) (“To don’ts” > “To dos”)1 most important word: 1 most important word: “Yes.”“Yes.” (Hey, give it a shot/Anon. quote: (Hey, give it a shot/Anon. quote: ““The best answer is always, ‘What theThe best answer is always, ‘What the hell.’”/hell.’”/Wayne Gretzky: Wayne Gretzky: “You miss“You miss 100% of the shots you don’t take.”100% of the shots you don’t take.”))2 most important words: 2 most important words: “Lunch today?”“Lunch today?” (“Social stuff” = Secret (“Social stuff” = Secret to problem/opportunity #1:/XFX/to problem/opportunity #1:/XFX/ cross-functional Excellence.)cross-functional Excellence.)4 most important words: 4 most important words: “Thank Dick in accounting.”“Thank Dick in accounting.” (Readily (Readily acknowledge help from otheracknowledge help from other functions.)functions.)2 most important words: 2 most important words: “After you.”“After you.” (Courtesy rules.) (Courtesy rules.)3 most important words: 3 most important words: “Thanks for coming.”“Thanks for coming.” (Civility. E.g., (Civility. E.g., bossboss acknowledges employee coming toacknowledges employee coming to her/his office.) her/his office.) 2 most important words: 2 most important words: “Great smile!”“Great smile!” (Note & acknowledge (Note & acknowledge good attitude.)good attitude.)1 most important word: 1 most important word: “Wow!”“Wow!” (The gold standard … for (The gold standard … for everything.) everything.) 1 most important word: 1 most important word: “EXCELLENT!”“EXCELLENT!” (The … ONLY … (The … ONLY … acceptable standard/aspiration.)acceptable standard/aspiration.)

X15/The X15/The Excellence Excellence

15+15+

The EXCELLENCE 15The EXCELLENCE 15

People 1st/ “‘Cathedral’ for human People 1st/ “‘Cathedral’ for human development”development”

Best 1Best 1stst-line managers-line managersQuality of relationships (Internal/External)Quality of relationships (Internal/External)

Try it!Try it!Try it again!Try it again!

Passion!/Energy!/Wow!Passion!/Energy!/Wow!Unstinting commitment to innovation by ALLUnstinting commitment to innovation by ALL

Excellence at “Plan B”/AdaptabilityExcellence at “Plan B”/Adaptability

Fanatic about executionFanatic about executionXFX/Cross-functional eXcellenceXFX/Cross-functional eXcellence

Integrity/Decency/Thoughtfulness/CharacterIntegrity/Decency/Thoughtfulness/CharacterLX/Listening eXcellenceLX/Listening eXcellenceCommitment to SERVICECommitment to SERVICE

Commitment to EXCELLENCECommitment to EXCELLENCE

Servant leadershipServant leadership

PXX = PXX = People.People. eXecution.eXecution. eXcellence.eXcellence.

EXCELLENCE. Always.EXCELLENCE. Always.If not EXCELLENCE, what?If not EXCELLENCE, what?

If not EXCELLENCE now, when?If not EXCELLENCE now, when?

EXCELLENCE is not an "aspiration."EXCELLENCE is not an "aspiration."EXCELLENCE is not a "journey."EXCELLENCE is not a "journey."

EXCELLENCE is the next five minutes.EXCELLENCE is the next five minutes.

Organizations exist to SERVE. Period.Organizations exist to SERVE. Period.Leaders exist to SERVE. Period.Leaders exist to SERVE. Period.

SERVICE is a beautiful word.SERVICE is a beautiful word.

SERVICE is a beautiful word.SERVICE is a beautiful word.SERVICE is character, community, commitment. SERVICE is character, community, commitment.

(And profit.)(And profit.)

SERVICE is a beautiful word. SERVICE is a beautiful word. SERVICE is not "Wow." SERVICE is not "Wow."

SERVICE is not "raving fans.“SERVICE is not "raving fans.“ SERVICE is not "a great experience." SERVICE is not "a great experience."

Service is "just" that—SERVICE.Service is "just" that—SERVICE.

Oath of Office:Oath of Office: Managers/Servant Leaders Managers/Servant Leaders

Our goal is to serve our customers brilliantly and profitably Our goal is to serve our customers brilliantly and profitably overover the long haul.the long haul.Serving our customers brilliantly and profitably over the longServing our customers brilliantly and profitably over the long haul is a product of brilliantly serving, over the long haul, haul is a product of brilliantly serving, over the long haul, thethe people who serve the customer.people who serve the customer.

Hence, our job as leaders—the alpha and the omega andHence, our job as leaders—the alpha and the omega and everything in between—is abetting the sustained growth everything in between—is abetting the sustained growth andand success and engagement and enthusiasm and commitment success and engagement and enthusiasm and commitment toto Excellence of those, one at a time, who directly or indirectlyExcellence of those, one at a time, who directly or indirectly serve the ultimate customer.serve the ultimate customer.

We—leaders of every stripe—are in the “Human Growth andWe—leaders of every stripe—are in the “Human Growth and Development and Success and Aspiration to ExcellenceDevelopment and Success and Aspiration to Excellence business.”business.”““We” We” [leaders][leaders] only grow when “they” only grow when “they” [each and every one of our colleagues][each and every one of our colleagues] areare growing.growing.““We” We” [leaders][leaders] only succeed when “they” only succeed when “they” [each and every one of our [each and every one of our colleagues]colleagues]

are succeeding.are succeeding.““We” We” [leaders][leaders] only energetically march toward Excellence when only energetically march toward Excellence when “ “they” they” [each and every one of our colleagues][each and every one of our colleagues] are energetically marching are energetically marching toward Excellence.toward Excellence.Period.Period.

Zappos 10 Corporate ValuesZappos 10 Corporate Values

Deliver “WOW!” through service.Deliver “WOW!” through service.Embrace and drive change.Embrace and drive change.Create fun and a little weirdness.Create fun and a little weirdness.Be adventurous, creative and open-minded.Be adventurous, creative and open-minded.Pursue growth and learning.Pursue growth and learning.Build open and honest relationships with Build open and honest relationships with communication.communication.Build a positive team and family spirit.Build a positive team and family spirit.Do more with less.Do more with less.Be passionate and determined.Be passionate and determined.Be humble.Be humble.

““Too Much Cost, Not Enough Value”Too Much Cost, Not Enough Value”““Too Much Speculation, Not Enough Too Much Speculation, Not Enough

Investment”Investment”““Too Much Complexity, Not Enough Simplicity”Too Much Complexity, Not Enough Simplicity”

““Too Much Counting, Not Enough Trust”Too Much Counting, Not Enough Trust”““Too Much Business Conduct, Not Enough Too Much Business Conduct, Not Enough

Professional Conduct”Professional Conduct”““Too Much Salesmanship, Not Enough Too Much Salesmanship, Not Enough

Stewardship”Stewardship”““Too Much Focus on Things, Not Enough Focus Too Much Focus on Things, Not Enough Focus

on Commitment”on Commitment”““Too Many Twenty-first Century Values, Not Too Many Twenty-first Century Values, Not

Enough Eighteenth-Century Values”Enough Eighteenth-Century Values”““Too Much ‘Success,’ Not Enough Character”Too Much ‘Success,’ Not Enough Character”

Source: Jack Bogle, Source: Jack Bogle, Enough!Enough! (chapter titles) (chapter titles)

““At a party given by a billionaire At a party given by a billionaire on Shelter Island, Kurt Vonnegut on Shelter Island, Kurt Vonnegut

informs his pal, Joseph Heller, that informs his pal, Joseph Heller, that their host, a hedge fund manager, their host, a hedge fund manager, had made more money in a single had made more money in a single day than Heller had earned from day than Heller had earned from his wildly popular novel his wildly popular novel Catch-22Catch-22

over its whole history. Heller over its whole history. Heller responds, ‘Yes, but I have responds, ‘Yes, but I have

something he will never have … something he will never have … enough.’”enough.’” — John Bogle, — John Bogle, Enough. The Measures of Enough. The Measures of

Money, Business, and LifeMoney, Business, and Life (Bogle is founder of the Vanguard (Bogle is founder of the Vanguard Mutual Fund Group)Mutual Fund Group)

The “19 Es” of EXCELLENCEThe “19 Es” of EXCELLENCE

EnthusiasmEnthusiasm!! (Be an irresistible force of nature! (Be an irresistible force of nature! Be fire! Light fires!)Be fire! Light fires!)ExuberanceExuberance!! ( (Vibrate—cause earthquakes!)Vibrate—cause earthquakes!)ExecutionExecution!! (Do it! Now! Get it done! Barriers are baloney! Excuses are for (Do it! Now! Get it done! Barriers are baloney! Excuses are for wimps! Accountability is gospel! Adhere to coach Bill Parcells’wimps! Accountability is gospel! Adhere to coach Bill Parcells’ doctrine: doctrine: “Blame nobody!! Expect nothing!! Do something!!”)“Blame nobody!! Expect nothing!! Do something!!”)EmEmppowermentowerment!! (Respect! Appreciation! Ask until you’re blue in the face, “ (Respect! Appreciation! Ask until you’re blue in the face, “What What do you think?” do you think?” Then: Listen! Liberate! 100.00% innovators!)Then: Listen! Liberate! 100.00% innovators!)EdEdgginessiness!! (Perpetually dance at the frontier and a little, or a lot, beyond.) (Perpetually dance at the frontier and a little, or a lot, beyond.)EnraEnraggeded!! (Maintain a permanent state of mortal combat with the status-quo!) (Maintain a permanent state of mortal combat with the status-quo!)EnEnggaaggeded!! (Addicted to MBWA/Managing By Wandering Around. (Addicted to MBWA/Managing By Wandering Around. In touch. Always.In touch. Always.) ) ElectronicElectronic!! (Partner with the whole wide world 60/60/24/7 via all manner of (Partner with the whole wide world 60/60/24/7 via all manner of electronic community building and entanglement. electronic community building and entanglement. Crowdsourcing wins!)Crowdsourcing wins!)EncomEncomppassingassing!! (Relentlessly pursue diversity of every flavor! Diversity per se (Relentlessly pursue diversity of every flavor! Diversity per se generates big returns!) (Seeking superb leaders: generates big returns!) (Seeking superb leaders: Women rule!)Women rule!)EmotionEmotion!! (The alpha! The omega! The essence of leadership! The essence of sales! (The alpha! The omega! The essence of leadership! The essence of sales! The essence of design! The essence of life itself! Acknowledge it! Use it!)The essence of design! The essence of life itself! Acknowledge it! Use it!)EmEmppathathy!y! ( (Connect! Connect! Connect! Click with others’ reality and aspirations!Connect! Connect! Connect! Click with others’ reality and aspirations! “ “Walk in the other person’s shoes”—until the soles have holes!)Walk in the other person’s shoes”—until the soles have holes!)EarsEars!! (Effective listening in every encounter: (Effective listening in every encounter: Strategic Advantage No. 1! Strategic Advantage No. 1! Believe it!)Believe it!)ExExpperienceerience!! (Life is theater! (Life is theater! It’s always showtime! It’s always showtime! Make every contact a “Wow”! Make every contact a “Wow”! Standard: “Insanely Great”/Steve Jobs; “Radically Thrilling”/BMW.)Standard: “Insanely Great”/Steve Jobs; “Radically Thrilling”/BMW.)EliminateEliminate!! (Keep it simple!! Furiously battle hyper-complexity and gobbledygook!!) (Keep it simple!! Furiously battle hyper-complexity and gobbledygook!!)ErrorErrorppronerone!! (Ready! Fire! Aim! Try a lot of stuff, make a lot of booboos. (Ready! Fire! Aim! Try a lot of stuff, make a lot of booboos. CELEBRATE the booboos! Try more stuff, make more booboos! CELEBRATE the booboos! Try more stuff, make more booboos! He who makes the most mistakes wins! He who makes the most mistakes wins! Fail! Forward! Fast!) Fail! Forward! Fast!)EvenhandedEvenhanded!! (Straight as an arrow! (Straight as an arrow! Fair to a fault! Fair to a fault! Honest as Abe!)Honest as Abe!)ExExppectationsectations!! (Michelangelo: “ (Michelangelo: “The greatest danger for most of us is not that ourThe greatest danger for most of us is not that our aim is too high and we miss it, but that it is too low and we hit it.”)aim is too high and we miss it, but that it is too low and we hit it.”)EudaimoniaEudaimonia!! (The essence of Aristotelian philosophy: True happiness is pursuit of (The essence of Aristotelian philosophy: True happiness is pursuit of the highest of human moral purpose. the highest of human moral purpose. Be of service! Always!)Be of service! Always!)EXCELLENCEEXCELLENCE!! (The only standard! Never an exception! (The only standard! Never an exception! Start NOW! No excuses!)Start NOW! No excuses!)

Inno16Inno16

The INNO16: The INNO16: Innovation’s “Sixteen Imperatives”Innovation’s “Sixteen Imperatives”

(1)(1) Try it. Try it. (“1/40”: “Whoever tries the most stuff wins.”)(“1/40”: “Whoever tries the most stuff wins.”)

(“R.F.A.”/Ready. Fire. Aim.)(“R.F.A.”/Ready. Fire. Aim.)

(2)(2) Celebrate Celebrate failure. failure. ““Whoever makes the most mistakes wins.”Whoever makes the most mistakes wins.” “ “Fail. Fail again. Fail better.”Fail. Fail again. Fail better.” “ “Reward excellent failures. Punish mediocre successes.”Reward excellent failures. Punish mediocre successes.”

(3) Decentralize. Decentralize. (Organic growth bias.)(Organic growth bias.)

(4)(4) Parallel Universe. Parallel Universe. 1% “play money” 1% “play money” Internal VC fundInternal VC fund “ “Skunkworks”Skunkworks”

(5)(5) “We are what we eat”: We are who we spend “We are what we eat”: We are who we spend time with.” time with.” (6)(6) “d”iversity. “d”iversity. ((EveryEvery dimension.) dimension.)

(7)(7) Co-invent with (all) outsiders. Co-invent with (all) outsiders. ((Exploit electronicExploit electronic communities.)communities.)

The INNO16: Innovation’s “Sixteen Imperatives” (Cont.)The INNO16: Innovation’s “Sixteen Imperatives” (Cont.)

(8)(8) “Strategic”“Strategic” Listening = Core competence. Listening = Core competence. (9)(9) Hire and promote 100% innovators. Hire and promote 100% innovators. Innovator’s characteristic = Angry. Innovator’s characteristic = Angry. CEO=Innovation “bias.” (“You must be …”/Gandhi)CEO=Innovation “bias.” (“You must be …”/Gandhi)

(10)(10) XFX/Cross-functional Excellence!! (#1?) XFX/Cross-functional Excellence!! (#1?)(11)(11) Chief Complexity/Systems Destruction Chief Complexity/Systems Destruction Officer.Officer.(12)(12) R&D Equality. R&D Equality. All functions equal. (VA centerpiece./All functions equal. (VA centerpiece./AllAll staff VA-meisters.) staff VA-meisters.)

(13)(13) Top quartile R&D spendingTop quartile R&D spending (So, too, our(So, too, our partners.)partners.)

(14)(14) All projects All projects (Must have (Must have something something new.) (“WOW new.) (“WOW

standard.”)standard.”) (15)(15) Fun! Fun! (Enjoy breaking the rules.)(Enjoy breaking the rules.)

(16)(16) All businesses!! All businesses!!

Jack Welch.+Jack Welch.+

““In real life, strategyIn real life, strategy is actually very is actually very

straightforward. Pickstraightforward. Pick a general direction a general direction and implement like and implement like

hell”hell” —Jack Welch—Jack Welch

““On the face of it, On the face of it, shareholder value is the shareholder value is the

dumbest idea in the world. dumbest idea in the world. Shareholder value is a Shareholder value is a

result, not a strategy. … result, not a strategy. … Your main constituenciesYour main constituencies are your employees, your are your employees, your

customers and your customers and your products.”products.” —Jack Welch, —Jack Welch, FTFT, 0313.09, page 1 , 0313.09, page 1

““Don’t ever use that word Don’t ever use that word

‘synergy.’ It’s a ‘synergy.’ It’s a hideous word. The only thing that word. The only thing that

works is natural law. Given works is natural law. Given enough time, natural enough time, natural

relationshipsrelationships will develop between our will develop between our businesses.”businesses.” —Barry Diller, responding to a—Barry Diller, responding to a

student question, address at the Harvard Business Schoolstudent question, address at the Harvard Business School (from Marshall Goldsmith, (from Marshall Goldsmith, What Got You Here Won’t Get You There)What Got You Here Won’t Get You There)

““If it ain’t broke, If it ain’t broke, break it.”break it.” —Steve Bechtel (??)—Steve Bechtel (??)

““Only the Only the paranoid survive.”paranoid survive.”

—Andy Grove—Andy Grove

kindness.kindness.

K = R = K = R = PP

Kindness = Repeat business = Profit.Kindness = Repeat business = Profit.

K = R = P/Kindness = Repeat business = Profit/K = R = P/Kindness = Repeat business = Profit/Kindness:Kindness:

Kind.Kind.Thoughtful.Thoughtful.Decent. Decent. Caring. Caring. Attentive.Attentive.Engaged.Engaged.Listens well/obsessively.Listens well/obsessively.Appreciative.Appreciative.Open.Open.Visible.Visible.Honest.Honest.Responsive.Responsive.On time all the time.On time all the time.Apologizes with dispatch for screwups.Apologizes with dispatch for screwups.““Over”-reacts to screwups of any magnitude.Over”-reacts to screwups of any magnitude.““Professional” in all dealings.Professional” in all dealings.Optimistic.Optimistic.Understand that kindness to staff breeds kindness to others/outsiders.Understand that kindness to staff breeds kindness to others/outsiders.Applies throughout the “supply chain.”Applies throughout the “supply chain.”Applies to 100% of customer’s staff.Applies to 100% of customer’s staff.Explicit part of values statement.Explicit part of values statement.Basis for evaluation of 100% of our staff.Basis for evaluation of 100% of our staff.

““One kind word can One kind word can warm three winter warm three winter

months.”months.” – Japanese Proverb– Japanese Proverb

““The deepest The deepest principle of human principle of human

nature is the nature is the craving to be craving to be

appreciated.”appreciated.” —William —William

James (in James (in Timeless WisdomTimeless Wisdom, compiled by Gary Fenchuk) , compiled by Gary Fenchuk)

Equations/Expanded:Equations/Expanded:

X = S = PX = S = PeXcellence = Satisfied customers = ProfiteXcellence = Satisfied customers = Profit

X + K = R = P+X + K = R = P+eXcellence + Kindness = Repeat business = eXcellence + Kindness = Repeat business =

Profit+Profit+

X + K + W = R + N = X + K + W = R + N = P++P++

eXcellence + Kindness + Wow =eXcellence + Kindness + Wow = Repeat business + New business = Profits++Repeat business + New business = Profits++

Helen Keller.Helen Keller.Mother Teresa.Mother Teresa.

““I long to accomplish a I long to accomplish a great and noble task, but great and noble task, but

it is my chief duty to it is my chief duty to accomplish humble tasks accomplish humble tasks

as though they were great as though they were great and noble.”and noble.” —Helen Keller—Helen Keller

““We do no great We do no great things, only small things, only small things with great things with great

love.”love.” —Mother Teresa—Mother Teresa

Epigraphs. Epigraphs. The little big things.The little big things.

““Courtesies of a small Courtesies of a small and trivial character and trivial character are the ones which are the ones which

strike deepest in the strike deepest in the grateful and grateful and

appreciating heart.”appreciating heart.” ——Henry Clay, American Statesman (1777-1852)Henry Clay, American Statesman (1777-1852)

““We don’t take people We don’t take people to the elevator—we to the elevator—we

take them down to the take them down to the street.street. —David Ogilvy—David Ogilvy

mandela.mandela.

““In the election in 1994, his smile was In the election in 1994, his smile was the campaign. That smiling iconic the campaign. That smiling iconic

campaign poster—on billboards, on campaign poster—on billboards, on highways, on street lamps, at tea shops highways, on street lamps, at tea shops and fruit stalls. It told black voters that and fruit stalls. It told black voters that he would be their champion and white he would be their champion and white

voters that he would be their protector. voters that he would be their protector. It was the smile of the proverb ‘tout It was the smile of the proverb ‘tout comprendre, c’est tout pardoner’—to comprendre, c’est tout pardoner’—to

understand is to forgive all. It was understand is to forgive all. It was political Prozac for a nervous political Prozac for a nervous

electorate.”electorate.”

From “See the Good in Others,”From “See the Good in Others,” Mandela’s Way: Mandela’s Way: Fifteen Lessons on Life, Love, and Courage, Fifteen Lessons on Life, Love, and Courage, by Richard Stengelby Richard Stengel

““Ultimately the smile was symbolic Ultimately the smile was symbolic of how Mandela molded himself. At of how Mandela molded himself. At every stage of his life he decided every stage of his life he decided who he wanted to be and created who he wanted to be and created

the appearance—and then the the appearance—and then the reality—of that person. He became reality—of that person. He became

who he wanted to be.”who he wanted to be.”

From “See the Good in Others,”From “See the Good in Others,” Mandela’s Way: Mandela’s Way: Fifteen Lessons on Life, Love, and Courage, Fifteen Lessons on Life, Love, and Courage, by Richard Stengelby Richard Stengel

““Some call it a blind spot, others Some call it a blind spot, others naïveté, but Mandela sees almost naïveté, but Mandela sees almost everyone as virtuous until proven everyone as virtuous until proven

otherwise. He starts with an otherwise. He starts with an assumption you are dealing with him in assumption you are dealing with him in

good faith. He believes that, just as good faith. He believes that, just as pretending to be brave can lead to acts pretending to be brave can lead to acts

of real bravery, seeing the good in of real bravery, seeing the good in other people improves the chances that other people improves the chances that

they will reveal their better selves.”they will reveal their better selves.”

From “See the Good in Others,”From “See the Good in Others,” Mandela’s Way: Mandela’s Way: Fifteen Lessons on Life, Love, and Courage, Fifteen Lessons on Life, Love, and Courage, by Richard Stengelby Richard Stengel

““Mandela sees the good in others both because it is in his Mandela sees the good in others both because it is in his nature and in his interest. At times that has meant being nature and in his interest. At times that has meant being blindsided, but he has always been willing to take that blindsided, but he has always been willing to take that risk. And it is a risk. … Mandela goes out on a limb and risk. And it is a risk. … Mandela goes out on a limb and

makes himself vulnerable by trusting others. … We rarely makes himself vulnerable by trusting others. … We rarely equate risk with trying to see what is decent, honest, and equate risk with trying to see what is decent, honest, and good in the people in our daily lives. ... ‘People will feel I good in the people in our daily lives. ... ‘People will feel I

see too much good in people, and I’ve tried to adjust see too much good in people, and I’ve tried to adjust because whether it is so or not, it is something I think is because whether it is so or not, it is something I think is

profitable. It’s a good thing to assume, to act on the basis profitable. It’s a good thing to assume, to act on the basis that others are men of integrity and honor, because you that others are men of integrity and honor, because you need to attract integrity and honor. I believe in that.’” need to attract integrity and honor. I believe in that.’”

From “See the Good in Others,”From “See the Good in Others,” Mandela’s Way: Mandela’s Way:

Fifteen Lessons on Life, Love, and Courage, Fifteen Lessons on Life, Love, and Courage, by Richard Stengelby Richard Stengel

““Mandela … consciously chose to err on the side of Mandela … consciously chose to err on the side of generosity. By behaving honorably, even to people who generosity. By behaving honorably, even to people who may not deserve it, he believes you can influence them may not deserve it, he believes you can influence them to behave more honorably than they otherwise would. to behave more honorably than they otherwise would.

This sometimes proved to be a useful tactic, particularly This sometimes proved to be a useful tactic, particularly after he was released from prison, when his open, after he was released from prison, when his open,

trusting attitude made him appear to be a man who trusting attitude made him appear to be a man who could rise above bitterness. When he urged South could rise above bitterness. When he urged South

Africans to ‘forget the past,’ most of them believed that Africans to ‘forget the past,’ most of them believed that he had. This had a double effect: It made whites trust he had. This had a double effect: It made whites trust Mandela more and it made them feel more generous Mandela more and it made them feel more generous toward the people they had so recently oppressed.” toward the people they had so recently oppressed.”

From “See the Good in Others,”From “See the Good in Others,” Mandela’s Way: Mandela’s Way: Fifteen Lessons on Life, Love, and Courage, Fifteen Lessons on Life, Love, and Courage, by Richard Stengelby Richard Stengel

Women.Women.Power.Power.

New World Order.New World Order.

““We Did We Did It!”It!” ––Economist Economist cover, Jan 02.2010, as cover, Jan 02.2010, as

women surpass 50% in U.S. workforce/ women surpass 50% in U.S. workforce/ “Women’s“Women’s economic empowerment is arguably the economic empowerment is arguably the

biggest social change of our times.”biggest social change of our times.”

““All signs point to a new era of All signs point to a new era of women in chargewomen in charge——socially, socially,

economically and politically.”economically and politically.”

——Alex Beam, “Women Rule,” Alex Beam, “Women Rule,” International HeraldInternational Herald/Jan 15/Jan 15

““A Tradition Falls and Women A Tradition Falls and Women Rise: A Changing Germany Rise: A Changing Germany

Seeks to Blend Family, Careers Seeks to Blend Family, Careers and Schooling”and Schooling” —p.1, —p.1, International HeraldInternational Herald /Jan /Jan

1818

W W > > 2X2X (C + (C + I)*I)*

*“Women now drive the global economy. Globally, they control about*“Women now drive the global economy. Globally, they control about

$20 trillion$20 trillion in consumer spending, and that figure could climb as high as in consumer spending, and that figure could climb as high as

$28 trillion$28 trillion in the next five years. Their in the next five years. Their $13 trillion$13 trillion in total yearly earnings in total yearly earnings

could reach could reach $18 trillion$18 trillion in the same period. In aggregate, women represent a in the same period. In aggregate, women represent a growth market bigger than China and India combined—more than twice as big in growth market bigger than China and India combined—more than twice as big in

fact. Given those numbers, it would be foolish to ignore or underestimate the fact. Given those numbers, it would be foolish to ignore or underestimate the female consumer. And yet many companies do just that—even ones that are female consumer. And yet many companies do just that—even ones that are

confidant that they have a winning strategy when it comes to women. Consider confidant that they have a winning strategy when it comes to women. Consider Dell’s …”Dell’s …” —Michael Silverstein and Kate Sayre, “The Female Economy,” —Michael Silverstein and Kate Sayre, “The Female Economy,” HBRHBR, ,

09.0909.09

““What do growth, expansion and What do growth, expansion and prosperity have in common? In French prosperity have in common? In French grammar they are feminine and when grammar they are feminine and when it comes to facts and figures they are it comes to facts and figures they are feminine as well. Forget China, India feminine as well. Forget China, India and even new technologies – for the and even new technologies – for the past 10 years the number one vector past 10 years the number one vector for global growth has been women.”for global growth has been women.”

Source: “Women Are Drivers of Global Growth,” Source: “Women Are Drivers of Global Growth,” Aude Zieseniss de Thuin, founder and president of the Aude Zieseniss de Thuin, founder and president of the

Women’s Forum for the Economy and Society (FT)Women’s Forum for the Economy and Society (FT)

““Since 1970, women have held two out of Since 1970, women have held two out of three new jobs. According to three new jobs. According to The EconomistThe Economist, ,

which compiled studies from a number of which compiled studies from a number of research firms, the arrival of this new research firms, the arrival of this new

workforce has done more to encourage workforce has done more to encourage global growth than increases in capital global growth than increases in capital

investment and improvements in investment and improvements in productivity. ‘Over the last 10 years the productivity. ‘Over the last 10 years the increase in women [in the workplace] in increase in women [in the workplace] in developed countries has made more of a developed countries has made more of a contribution to global growth than China contribution to global growth than China

has,’ concludes the British weekly.”has,’ concludes the British weekly.”

Source: “Women Are Drivers of Global Growth,” Source: “Women Are Drivers of Global Growth,” Aude Zieseniss de Thuin, founder and president of the Aude Zieseniss de Thuin, founder and president of the

Women’s Forum for the Economy and Society (FT)Women’s Forum for the Economy and Society (FT)

““The increased number of women in the The increased number of women in the working population compensates for the working population compensates for the

negative demographic effects of an ageing negative demographic effects of an ageing population and lower birth rates. The same population and lower birth rates. The same

trend is now also visible in emerging trend is now also visible in emerging countries. South-east Asia’s economic countries. South-east Asia’s economic

success is due primarily to women, who success is due primarily to women, who hold two-thirds of the jobs in the export hold two-thirds of the jobs in the export

industry, the region’s most dynamic industry, the region’s most dynamic sector.”sector.”

Source: “Women Are Drivers of Global Growth,” Aude Source: “Women Are Drivers of Global Growth,” Aude Zieseniss de Thuin, founder and president of the Women’s Zieseniss de Thuin, founder and president of the Women’s

Forum for the Economy and Society (FT)Forum for the Economy and Society (FT)

““One thing is certain: women’s rise in power, which is One thing is certain: women’s rise in power, which is linked to the increase in wealth per capita, is happening in linked to the increase in wealth per capita, is happening in

all domains and at all levels of society. Women are no all domains and at all levels of society. Women are no longer content to provide efficient labour or to be longer content to provide efficient labour or to be

consumers with rising budgets and more autonomy to consumers with rising budgets and more autonomy to spend. They are increasingly becoming directors, managers spend. They are increasingly becoming directors, managers

and entrepreneurs. Some studies have even shown a and entrepreneurs. Some studies have even shown a correlation between the presence of women in managerial correlation between the presence of women in managerial

positions and a company’s financial results.positions and a company’s financial results.

““This is just the beginning. The phenomenon will only grow This is just the beginning. The phenomenon will only grow as girls prove to be more successful than boys in the school as girls prove to be more successful than boys in the school system and enroll in higher numbers in universities. For a system and enroll in higher numbers in universities. For a number of observers, we have already entered the age of number of observers, we have already entered the age of ‘womenomics,’ the economy as thought out and practised ‘womenomics,’ the economy as thought out and practised by women. Those Chinese who desire that their only child by women. Those Chinese who desire that their only child

be male may soon realise that a daughter could be a better be male may soon realise that a daughter could be a better investment. Bosses know full well that a team of both men investment. Bosses know full well that a team of both men

and women is more creative and efficient than one and women is more creative and efficient than one comprised of only men.comprised of only men.

Source: “Women Are Drivers of Global Growth,” Aude Zieseniss de Thuin, Source: “Women Are Drivers of Global Growth,” Aude Zieseniss de Thuin, founder and president of the Women’s Forum for the Economy and Society founder and president of the Women’s Forum for the Economy and Society

(FT)(FT)

““One thing is certain: women’s rise in One thing is certain: women’s rise in power, which is linked to the increase power, which is linked to the increase in wealth per capita, is happening in in wealth per capita, is happening in

all domains and at all levels of society. all domains and at all levels of society. Women are no longer content to Women are no longer content to provide efficient labor or to be provide efficient labor or to be

consumers with rising budgets and consumers with rising budgets and more autonomy to spend. They are more autonomy to spend. They are increasingly becoming directors, increasingly becoming directors, managers and entrepreneurs. …”managers and entrepreneurs. …”

Source: “Women Are Drivers of Global Growth,” Source: “Women Are Drivers of Global Growth,” Aude Zieseniss de Thuin, founder and president of the Aude Zieseniss de Thuin, founder and president of the

Women’s Forum for the Economy and Society (FT)Women’s Forum for the Economy and Society (FT)

““This is just the beginning. The phenomenon This is just the beginning. The phenomenon will only grow as girls prove to be more will only grow as girls prove to be more

successful than boys in the school system successful than boys in the school system and enroll in higher numbers in universities. and enroll in higher numbers in universities. For a number of observers, we have already For a number of observers, we have already

entered the age of “womenomics”, the entered the age of “womenomics”, the economy as thought out and practised by economy as thought out and practised by

women. Those Chinese who desire that their women. Those Chinese who desire that their only child be male may soon realise that a only child be male may soon realise that a

daughter could be a better investment. daughter could be a better investment. Bosses know full well that a team of both Bosses know full well that a team of both

men and women is more creative and men and women is more creative and efficient than one comprised of only men.” efficient than one comprised of only men.”

Source: “Women Are Drivers of Global Growth,” Source: “Women Are Drivers of Global Growth,” Aude Zieseniss de Thuin, founder and president of the Aude Zieseniss de Thuin, founder and president of the

Women’s Forum for the Economy and Society (FT)Women’s Forum for the Economy and Society (FT)

““Tipping Point”?Tipping Point”?

““All signs point to a new era of women All signs point to a new era of women in chargein charge——socially, economically and socially, economically and

politically.”politically.” —Alex Beam, “Women Rule,”—Alex Beam, “Women Rule,”International International HeraldHerald//Jan 15.2010Jan 15.2010

““A Tradition Falls and Women Rise: A A Tradition Falls and Women Rise: A Changing Germany Seeks to Blend Changing Germany Seeks to Blend Family, Careers and Schooling”Family, Careers and Schooling” —p.1, —p.1,

International HeraldInternational Herald / /Jan 18.2010Jan 18.2010

““We Did It!”We Did It!” ––Economist Economist cover cover (Jan 02.2010)(Jan 02.2010)

as women surpass 50% in U.S. workforce/“Women’sas women surpass 50% in U.S. workforce/“Women’s economic empowerment is arguably the biggest socialeconomic empowerment is arguably the biggest social

change of our times.”change of our times.”

““Tipping Point”/2010?Tipping Point”/2010?

““All signs point to a new era of women in All signs point to a new era of women in chargecharge——socially, economically and politically.”socially, economically and politically.”

—Alex Beam, “Women Rule,”—Alex Beam, “Women Rule,”International HeraldInternational Herald//Jan 15.2010Jan 15.2010

““A Tradition Falls and Women Rise: A Changing A Tradition Falls and Women Rise: A Changing Germany Seeks to Blend Family, Careers and Germany Seeks to Blend Family, Careers and

Schooling”Schooling” —p.1, —p.1, International HeraldInternational Herald / /Jan 18.2010Jan 18.2010

““Meet the lipstick entrepreneursMeet the lipstick entrepreneursTrendspotters are forecasting huge gains for Trendspotters are forecasting huge gains for women in business over the next decade. We women in business over the next decade. We

meet the new band of sisters doing it for meet the new band of sisters doing it for themselvesthemselves”” —Headline, —Headline, Sunday TimesSunday Times (UK), (UK), January 3.2010January 3.2010

““We Did It!”We Did It!” ––Economist Economist cover cover (Jan 02.2010)(Jan 02.2010)

as women surpass 50% in U.S. workforce/“Women’s economic as women surpass 50% in U.S. workforce/“Women’s economic

empowerment is arguably the biggest social change of our times.”empowerment is arguably the biggest social change of our times.”

Stuff.Stuff.

““Will you please exchange places …”Will you please exchange places …”

No:No: “Sales & Service”“Sales & Service”

Yes:Yes: “Service & Sales”“Service & Sales”

At a speech to the marketing and sales and At a speech to the marketing and sales and services people at a medical devices services people at a medical devices company, my pre-speech wandering company, my pre-speech wandering

detected, as always, that the service people detected, as always, that the service people were mostly in the rear—and the aggressive were mostly in the rear—and the aggressive sales folk were mostly in the front, looking sales folk were mostly in the front, looking exclusively at their Blackberrys. I said as I exclusively at their Blackberrys. I said as I

started, “We … ALL … KNOW … that the key started, “We … ALL … KNOW … that the key to success is … REPEAT … business. And we … to success is … REPEAT … business. And we … ALL … KNOW … that ALL … KNOW … that SERVICESERVICE … folks are the … folks are the key to that repeat business. Therefore, in … key to that repeat business. Therefore, in …

RECOGNITION OF THE OBVIOUS … will the RECOGNITION OF THE OBVIOUS … will the sales people please move to the rear, and the sales people please move to the rear, and the service people come up front … service people come up front … WHERE THEY WHERE THEY

BELONGBELONG.”.”

““Marion … glanced at the raised hands and Marion … glanced at the raised hands and enjoyed the interest in her work. She … gazed at enjoyed the interest in her work. She … gazed at her former postdoc, her rebellious child with her her former postdoc, her rebellious child with her hand raised. ‘What do you need now?’ she asked hand raised. ‘What do you need now?’ she asked herself. Strange, she’d never posed the question herself. Strange, she’d never posed the question that way before. She’d always considered what that way before. She’d always considered what her postdoc her postdoc demandeddemanded, what she did or did not , what she did or did not

deservedeserve. What did she . What did she needneed? That was the ? That was the puzzle, but as was so often the case, framing puzzle, but as was so often the case, framing

the question properly went a long way. What did the question properly went a long way. What did she need? In that calm, clear, nearly joyous she need? In that calm, clear, nearly joyous moment after her talk, the answer began to moment after her talk, the answer began to

come to Marion. Ah, yes, of course, she thought come to Marion. Ah, yes, of course, she thought with some surprise. And she called on Robinwith some surprise. And she called on Robin.”.”

—Allegra Goodman, —Allegra Goodman, IntuitionIntuition

Context: Context: In In IntuitionIntuition, a stunning novel about the politics of science by Allegra Goodman, , a stunning novel about the politics of science by Allegra Goodman, “Marion” (see slide) is the head of department where some powerful research is being “Marion” (see slide) is the head of department where some powerful research is being conducted. Among many other things, near the end of the book, correctly or not, one of the conducted. Among many other things, near the end of the book, correctly or not, one of the post-docs becomes a whistle blower—and creates a godawful mess. As I said, the allegations post-docs becomes a whistle blower—and creates a godawful mess. As I said, the allegations may or may not have been warranted, but in a flash (read the slide) the psychological may or may not have been warranted, but in a flash (read the slide) the psychological problem which led to the post-doc’s meltdown becomes clear, after years, to super-logical, problem which led to the post-doc’s meltdown becomes clear, after years, to super-logical, demanding boss Marion. The play here is subtle. This may do nothing for you, but I carry the demanding boss Marion. The play here is subtle. This may do nothing for you, but I carry the quote on the slide around with me. In my case, it is-was a bombshell upon 3rd or 4th reading, quote on the slide around with me. In my case, it is-was a bombshell upon 3rd or 4th reading, and its strength only grows—I’ve probably read it, no kidding, 50 times now. and its strength only grows—I’ve probably read it, no kidding, 50 times now.

Interpretation:Interpretation: Obviously (but not obviously to blunt Marion for years), the post-doc Obviously (but not obviously to blunt Marion for years), the post-doc “simply” needed “simply” needed recognitionrecognition. And I think there is an enormous message here. A lot of bosses . And I think there is an enormous message here. A lot of bosses are Marions. And a lot of employees are kin to our post-doc. Of course, you may just think I’m are Marions. And a lot of employees are kin to our post-doc. Of course, you may just think I’m nuts about this one wee paragraph. Fair enough.nuts about this one wee paragraph. Fair enough.

““In many parts of the country, more doctors has simply In many parts of the country, more doctors has simply meant more doctors, not better access for patients, not meant more doctors, not better access for patients, not better communications among a patient’s healthcare better communications among a patient’s healthcare providers, and not better results. The truth is that providers, and not better results. The truth is that regions with the highest number of doctors per capita regions with the highest number of doctors per capita tend to deliver lower quality care at a higher cost. tend to deliver lower quality care at a higher cost.

“Increasing the number of doctors would make our “Increasing the number of doctors would make our healthcare system worse, not better, because the United healthcare system worse, not better, because the United States does not actually need more doctors. What we do States does not actually need more doctors. What we do need is for primary care to reclaim its central role in the need is for primary care to reclaim its central role in the delivery of medicine, to provide the preventive care, delivery of medicine, to provide the preventive care, chronic disease management and coordination of chronic disease management and coordination of services that is lacking in so many parts of the country. services that is lacking in so many parts of the country. Primary care doctors can help patients avoid Primary care doctors can help patients avoid unnecessary visits to specialists, hospitals and unnecessary visits to specialists, hospitals and emergency rooms, thus lowering healthcare costsemergency rooms, thus lowering healthcare costs.”.”

Source: Shannon Brownlee (author of Source: Shannon Brownlee (author of OvertreatmentOvertreatment) and David Goodman ) and David Goodman (Dartmouth Institute for Health Policy and Clinical Practice), “Doctors No One (Dartmouth Institute for Health Policy and Clinical Practice), “Doctors No One Needs,” Needs,” NYTimesNYTimes/1223.09/1223.09

““In many parts of the country, more In many parts of the country, more doctors has simply meant more doctors has simply meant more doctors, not better access for doctors, not better access for

patients, not better communications patients, not better communications among a patient’s healthcare among a patient’s healthcare

providers, and not better results. The providers, and not better results. The truth is that regions with the highest truth is that regions with the highest number of doctors per capita tend to number of doctors per capita tend to deliver lower quality care at a higher deliver lower quality care at a higher

cost.”cost.”

Source: Shannon Brownlee (author of Source: Shannon Brownlee (author of OvertreatmentOvertreatment) and) and David Goodman (Dartmouth Institute for Health Policy and David Goodman (Dartmouth Institute for Health Policy and

Clinical Practice), “Doctors No One Needs,” Clinical Practice), “Doctors No One Needs,” NYTimesNYTimes/1223.09/1223.09

““The truth is that The truth is that regions with the regions with the

highest number of highest number of doctors per capita doctors per capita

tend to deliver lower tend to deliver lower quality care at a quality care at a

higher cost.”higher cost.” Source: Shannon Brownlee (author of Source: Shannon Brownlee (author of OvertreatmentOvertreatment) and) and

David Goodman (Dartmouth Institute for Health Policy and David Goodman (Dartmouth Institute for Health Policy and Clinical Practice), “Doctors No One Needs,” Clinical Practice), “Doctors No One Needs,” NYTimesNYTimes/1223.09/1223.09

"Thinking is the enemy "Thinking is the enemy of creativity. It's self-of creativity. It's self-

conscious and anything conscious and anything self-conscious is lousy. self-conscious is lousy.

You simply must DO You simply must DO things.”things.” —Ray Bradbury—Ray Bradbury

““The scornful The scornful nostril and the nostril and the

high head gather high head gather not the odors that not the odors that lie on the track of lie on the track of

truth.”truth.” —George Eliot —George Eliot

Jungle Jim’s International Jungle Jim’s International Market/“shoppertainment”Market/“shoppertainment”

Abt ElectronicsAbt ElectronicsZabar’s Zabar’s

Bronner’s Christmas Wonderland Bronner’s Christmas Wonderland Ron Jon Surf ShopRon Jon Surf Shop

Junkman’s DaughterJunkman’s DaughterSmoky Mountain Knife WorksSmoky Mountain Knife Works

Hartville HardwareHartville Hardware

Source:Source: Retail Superstars: Inside the 25 Best Retail Superstars: Inside the 25 Best Independent Stores in America, Independent Stores in America, George WhalinGeorge Whalin

““For Real Globalization, Look at Ancient Rome”For Real Globalization, Look at Ancient Rome”

“There is nothing new about a global world. We were “There is nothing new about a global world. We were living in one 2,000 years ago. … The Roman in the street living in one 2,000 years ago. … The Roman in the street

ate bread baked with wheat grown in North Africa or ate bread baked with wheat grown in North Africa or Egypt, and fish that had been caught and dried near Egypt, and fish that had been caught and dried near

Gibraltar, He cooked with North African oil in pots and Gibraltar, He cooked with North African oil in pots and pans of cooper mined in Spain, ate off dishes fired in pans of cooper mined in Spain, ate off dishes fired in French kilns, drank wine from Spain or France. … The French kilns, drank wine from Spain or France. … The Roman of wealth dressed in garments of wool from Roman of wealth dressed in garments of wool from Miletus or linen from Egypt; his wife wore silks from Miletus or linen from Egypt; his wife wore silks from

China, adorned herself with diamonds and pearlsChina, adorned herself with diamonds and pearls from India, and made up with cosmetics from South from India, and made up with cosmetics from South

Arabia. … He lived in a house whose walls wereArabia. … He lived in a house whose walls were covered with colored marble veneer quarried in Asia covered with colored marble veneer quarried in Asia

Minor; his furniture was of Indian ebony or teakMinor; his furniture was of Indian ebony or teak inlaid with African ivory.” inlaid with African ivory.” —Peter Jones and Lionel Casson, —Peter Jones and Lionel Casson,

The SpectatorThe Spectator, 0524.08, 0524.08

Max Kraus:Max Kraus: My best “walking around” story took place many years ago when I was My best “walking around” story took place many years ago when I was running Electro-Nite Company. We sold some equipment to a Chinese steel mill running Electro-Nite Company. We sold some equipment to a Chinese steel mill that would help improve their steel quality. This was just after the opening of trade that would help improve their steel quality. This was just after the opening of trade with China, and we had to plow through massive red tape with the U.S. with China, and we had to plow through massive red tape with the U.S. government, get the letter of credit, etc. But we finally made the shipment; it went government, get the letter of credit, etc. But we finally made the shipment; it went by air, and we waited to hear if all was well. Unfortunately the next word, in those by air, and we waited to hear if all was well. Unfortunately the next word, in those days by teletype, was that it did not work. days by teletype, was that it did not work.

As a believer in “walking around” sales as well as management [remember As a believer in “walking around” sales as well as management [remember Hewlett-Packard’s MBWA/Managing By Wandering Around], and also intrigued by Hewlett-Packard’s MBWA/Managing By Wandering Around], and also intrigued by the possibility of a trip to China, I sent a reply saying that we guaranteed our the possibility of a trip to China, I sent a reply saying that we guaranteed our equipment and that if they would provide a visa for me and an engineer, we would equipment and that if they would provide a visa for me and an engineer, we would come to Wuhan at our expense to see the problem. In those days visas were almost come to Wuhan at our expense to see the problem. In those days visas were almost nonexistent, but within twenty-four hours we had a reply accepting our offer. nonexistent, but within twenty-four hours we had a reply accepting our offer. Again, paperwork took a couple of weeks, but off to China we went. Again, paperwork took a couple of weeks, but off to China we went. We were met at the Beijing airport, escorted to our hotel, and offered a car, guide, We were met at the Beijing airport, escorted to our hotel, and offered a car, guide, and interpreter for three days to see the Wall, Summer Palace, etc.—and then and interpreter for three days to see the Wall, Summer Palace, etc.—and then flown to Wuhan. The steel mill was massive, with over 100,000 workers, and of flown to Wuhan. The steel mill was massive, with over 100,000 workers, and of course a crowd gathered to see us work on the equipment. course a crowd gathered to see us work on the equipment.

Much to my dismay and embarrassment, the problem turned out to be two long Much to my dismay and embarrassment, the problem turned out to be two long screws that were causing a short circuit. I removed the screws and told the group screws that were causing a short circuit. I removed the screws and told the group that while I was embarrassed, I hoped that I had demonstrated our commitment to that while I was embarrassed, I hoped that I had demonstrated our commitment to service and satisfaction. We stayed a week to work with them as they put the service and satisfaction. We stayed a week to work with them as they put the equipment in service. equipment in service. I could go on with more stories of our visit. But the bottom line was that I made I could go on with more stories of our visit. But the bottom line was that I made several subsequent trips, enjoyed good business and many “Chinese Banquets” for several subsequent trips, enjoyed good business and many “Chinese Banquets” for a number of years. “Walking around” does work!a number of years. “Walking around” does work!

““Keep a short Keep a short enemies list. One enemies list. One

enemy can do enemy can do more damage than more damage than the good done by a the good done by a hundred friends.”hundred friends.”

——Bill Walsh (from Bill Walsh (from The Score Takes Care of ItselfThe Score Takes Care of Itself))

““No man ever No man ever became great became great

except through except through many and great many and great

mistakes.”mistakes.” —William Gladstone —William Gladstone

(from (from Timeless WisdomTimeless Wisdom, compiled by Gary Fenchuk) , compiled by Gary Fenchuk)

““Swimmers and colleagues remember a man Swimmers and colleagues remember a man of almost boundless energy and passion, of almost boundless energy and passion,

pointing to his preternatural cheerfulness at pointing to his preternatural cheerfulness at 6A.M. practices.”6A.M. practices.”

——StanfordStanford magazine, on Richard Quick, magazine, on Richard Quick, women’s swimming coach (13 NCAA championships,women’s swimming coach (13 NCAA championships,

the Olympic teams he coached won 59 medals)the Olympic teams he coached won 59 medals)

““He’d look you in the eye and tell you that He’d look you in the eye and tell you that you could do it. He was so genuine and you could do it. He was so genuine and passionate that you’d start to believe it passionate that you’d start to believe it

yourself.”yourself.” ——Jessica Foschi, All American and NCAA championJessica Foschi, All American and NCAA champion

““Managers have lost dignity over the Managers have lost dignity over the past decade in the face of wide spread past decade in the face of wide spread institutional breakdown of trust and institutional breakdown of trust and self-policing in business. To regain self-policing in business. To regain

society’s trust, we believe that society’s trust, we believe that business leaders must embrace a way business leaders must embrace a way

of looking at their role that goes of looking at their role that goes beyond their responsibility to the beyond their responsibility to the shareholders to include a civic and shareholders to include a civic and

personal commitment to their duty as personal commitment to their duty as institutional custodians. In other words, institutional custodians. In other words,

it is time that management became a it is time that management became a profession.”profession.” —Rakesh Khurana & Niin Nohria, “It’s —Rakesh Khurana & Niin Nohria, “It’s Time To Make Management a True Profession,” HBR/10.08Time To Make Management a True Profession,” HBR/10.08

““If I had said If I had said ‘yes’‘yes’ to all to all the projects I turned the projects I turned

down and down and ‘no’‘no’ to all the to all the ones I took, it would ones I took, it would

have worked out about have worked out about the same.”the same.” —Hollywood studio senior exec —Hollywood studio senior exec

to William Goldman (from to William Goldman (from The Drunkards Walk: How The Drunkards Walk: How Randomness Rules Our Lives, Randomness Rules Our Lives, by Leonard Mlodinow)by Leonard Mlodinow)

““All models are All models are wrong, but some wrong, but some are useful.”are useful.”—George E.P. Box—George E.P. Box

The end.The end.