NOTE: To appreciate this presentation, you need MicrosoftWord FONTS “Showcard Gothic,” “Ravie,” “Chiller” and “Verdana” Master* Excellence part three (of

NOTE: To appreciate this presentation, youNOTE: To appreciate this presentation, you need MicrosoftWord FONTS need MicrosoftWord FONTS “Showcard “Showcard

Gothic,”Gothic,” “Ravie,”“Ravie,” “Chiller”“Chiller” and and “Verdana”“Verdana”

Master*Master*ExcellenceExcellence

part part threethree (of 3) (of 3)

people.people.Leadership.Leadership.

Lists.Lists.25 May 200725 May 2007

Tom Peters’ X25*Tom Peters’ X25*

EXCELLENCEXCELLENCE. ALWAYS.E. ALWAYS.

MASTER/0525.2007/Part ThreeMASTER/0525.2007/Part Three

**In Search of ExcellenceIn Search of Excellence 1982-2007 1982-2007

section sixsection sixtalenttalent

PeoPeo--pleple

EXCELLENCE. EXCELLENCE. INDIVIDUAL.INDIVIDUAL.BRAND YOU.BRAND YOU.

““You are the You are the storyteller of your storyteller of your own life, and you own life, and you

can create your own can create your own

legend or not.”legend or not.” —Isabel

Allende

““One of the defining One of the defining characteristics [of the characteristics [of the

change] is that it will be change] is that it will be lessless driven by countries or driven by countries or corporations and corporations and moremore

driven by real people.driven by real people. It will It will unleash unprecedented creativity, unleash unprecedented creativity,

advancement of knowledge, and economic advancement of knowledge, and economic development. But at the same time, it will development. But at the same time, it will tend to undermine safety net systems and tend to undermine safety net systems and

penalize the unskilled.”penalize the unskilled.” —Clyde Prestowitz, —Clyde Prestowitz, Three Three

Billion New CapitalistsBillion New Capitalists

Muhammad Yunus:Muhammad Yunus: ““All human All human beings are entrepreneursbeings are entrepreneurs..

When we were in the caves we were When we were in the caves we were all self-employed . . . finding our food, all self-employed . . . finding our food,

feeding ourselves. That’s where feeding ourselves. That’s where human history began . . . As human history began . . . As

civilization came we suppressed it. We civilization came we suppressed it. We became labor because they stamped became labor because they stamped us, ‘You are labor.’ We forgot that we us, ‘You are labor.’ We forgot that we

are entrepreneurs.”are entrepreneurs.”

Source: Muhammad Yunus/The News Hour—PBS/1122.2006

““If there is nothing If there is nothing very special about very special about your work,your work, no matter no matter how hard you apply yourself how hard you apply yourself you won’t get noticed, and you won’t get noticed, and

that increasingly means you that increasingly means you

won’t get paid much either.”won’t get paid much either.” —Michael Goldhaber, Wired

““IN SILICON VALLEY …IN SILICON VALLEY …IF YOU ARE NOT STOLEN AWAY BY SOME COMPANY IF YOU ARE NOT STOLEN AWAY BY SOME COMPANY

EVERY FEW YEARS (OR MONTHS) …EVERY FEW YEARS (OR MONTHS) …YOU ARE NOT CONSIDERED A ‘HOT PROPERTY.’YOU ARE NOT CONSIDERED A ‘HOT PROPERTY.’

STABILITY IS ASTABILITY IS AMARK OFMARK OF

SHAME.”SHAME.”

Source: Juan Enriquez/Source: Juan Enriquez/AsAs the Future Catches Youthe Future Catches You

DistinctDistinct … or

…

ExtincExtinctt

Core Mechanism:“Game-changing Solutions”

PSFPSF (Professional Service Firm “model”/The Organizing Principle)

+

Brand YouBrand You(“Distinct” or “Extinct”/The Talent)

+

Wow! ProjectsWow! Projects (“Different” vs “Better”/The Work)

New Work SurvivalKit.2007

1. MASTERY!MASTERY! (Best/Absurdly Good at Something!)2. “Manage” to Legacy“Manage” to Legacy (All Work = “Memorable”/“Braggable” WOW Projects!)3. A “USP”/UNIQUE SELLING PROPOSITIONA “USP”/UNIQUE SELLING PROPOSITION 4. Rolodex Rolodex ObsessionObsession (From vertical/hierarchy/“suck up” loyalty to horizontal/“colleague”/“mate” loyalty)5. ENTREPRENEURIAL INSTINCTENTREPRENEURIAL INSTINCT (A sleepless … Eye for Opportunity! 6.CEO/LEADER/BUSINESSPERSON/CLOSERCEO/LEADER/BUSINESSPERSON/CLOSER (CEO, Me Inc. 24/7!)7. Master of ImprovMaster of Improv (Play a dozen parts simultaneously, from Chief Strategist to Chief Toilet Scrubber)8. Sense of HumorSense of Humor (A willingness to Screw Up & Move On)9. Comfortable with Your SkinComfortable with Your Skin (Bring “interesting you” to work!)10. Intense Appetite for TechnologyIntense Appetite for Technology (E.g.: How Cool-Active is your Web site? Do you Blog?)11. EMBRACE “MARKETING”EMBRACE “MARKETING” (Your own CSO/Chief Storytelling Officer)12. PASSION FOR RENEWALPASSION FOR RENEWAL (Your own CLO/Chief Learning Officer) 13. EXECUTION EXCELLENCE!EXECUTION EXCELLENCE! (Show up on time! Leave last!)

ACTING: Think of a person as a

“troupe of “troupe of actors.”actors.” (“Many

truths about oneself” which must all be understood if one is to know oneself.)

Source: A..C. Grayling, The Meaning of Things: Applying Philosophy to Life

Personal Personal “Brand Equity” Evaluation“Brand Equity” Evaluation

– My current Project is challenging me …My current Project is challenging me …– New things I’ve learned in the last 90 days include …New things I’ve learned in the last 90 days include …– I am known for [2 to 3 things]; next year at this time I’ll I am known for [2 to 3 things]; next year at this time I’ll

also be known for [1 more thing].also be known for [1 more thing].– My public “recognition program” My public “recognition program”

consists of …consists of …– Additions to my Rolodex in the last 90 days include …Additions to my Rolodex in the last 90 days include …

– My resume is My resume is discerniblydiscernibly differentdifferent from last year’sfrom last year’s

at this time …at this time …

R.D.A.R.D.A.

Rate: 15%?, 25%?Rate: 15%?, 25%?

Therefore:Therefore: Formal “Investment Formal “Investment

Strategy”/Strategy”/R.I.PR.I.P.*.**Renewal Investment Plan*Renewal Investment Plan

““The only thing you The only thing you have power over is have power over is to get good at what to get good at what

you do. That’s all you do. That’s all there is; there ain’t there is; there ain’t

no more!”no more!” —Sally Field

1 Person!1 Person!Wendy Kopp, Princeton senior (1989)Wendy Kopp, Princeton senior (1989)

Teach America (19,000-2,400)Teach America (19,000-2,400)10% Dartmouth, Yale10% Dartmouth, Yale

17,000 to date17,000 to datePrincipal hirer of college graduatesPrincipal hirer of college graduates

“One of the few jobs that people pass up “One of the few jobs that people pass up Goldman Sachs for is Teach America” (Edie Goldman Sachs for is Teach America” (Edie

Hunt, HR)Hunt, HR)

Source: Fortune, 1127.06

12January2006

Happy 300 Happy 300 thth, , Brand You!Brand You!

““It’s It’s alwaysalways

showtime.”showtime.” —David D’Alessandro, Career Warfare

““To To BeBe somebody or to somebody or to

DoDo something”something”

BOYD: The Fighter Pilot Who Changed the Art of WarBOYD: The Fighter Pilot Who Changed the Art of War (Robert Coram) (Robert Coram)

““All of our artistic and religious traditions All of our artistic and religious traditions take equally great pains to inform us that take equally great pains to inform us that

we must never mistake a we must never mistake a good career for good good career for good workwork.. Life is a creative, intimate, Life is a creative, intimate,

unpredictable conversation if it is nothing unpredictable conversation if it is nothing else—and our life and our work are both else—and our life and our work are both

the result of the way we hold that the result of the way we hold that passionate conversation.”passionate conversation.” —David Whyte, —David Whyte, Crossing Crossing

the Unknown Sea: Work as a Pilgrimage of Identitythe Unknown Sea: Work as a Pilgrimage of Identity

““This is the true joy of Life, This is the true joy of Life, the being used for a purpose the being used for a purpose recognized by yourself as a recognized by yourself as a mighty one … the being a mighty one … the being a

force of Nature instead of a force of Nature instead of a feverish, selfish little clod of feverish, selfish little clod of

ailments and grievances ailments and grievances complaining that the world complaining that the world

will not devote itself to will not devote itself to making you happy.”making you happy.” —GB Shaw/

Man and Superman

Joe J. Jones Joe J. Jones 1942 – 2006 1942 – 2006

HE WOULDA DONE SOME HE WOULDA DONE SOME

REALLY COOL STUFF REALLY COOL STUFF

BUT …BUT …

HIS BOSS WOULDN’T LET HIM! HIS BOSS WOULDN’T LET HIM!

Getting Things Done:Getting Things Done: The The

Power & Power &

ImplementationImplementation3434..

Getting to WOW Getting to WOW Through Mastery of … Through Mastery of …

The The SalesSales2525..

Presentation Presentation Excellence: Excellence: The The

PresX56PresX56

““The problem with The problem with communication ...icommunication ...i

s the ILLUSION s the ILLUSION that it has been that it has been accomplished.”accomplished.”

—George Bernard Shaw

““Everyone lives Everyone lives by selling by selling

something.”something.”—Robert Louis Stevenson

Listening & Listening & Interviewing Interviewing Excellence:Excellence: The IntX31The IntX31

““If you don’tIf you don’t listen, youlisten, you don’t selldon’t sell

anything.”anything.”

—Carolyn Marland/Managing Director/Guardian Group

supreme supreme skillsskills

(m.i.a.)(m.i.a.)

Talk.Talk.Listen.Listen.

““In classical times when In classical times when Cicero had finished Cicero had finished

speaking, the people speaking, the people said, ‘How well he spoke,’ said, ‘How well he spoke,’ but when Demosthenes but when Demosthenes had finished speaking, had finished speaking,

they said, they said, ‘‘Let us Let us marchmarch.’”.’” —Adlai Stevenson

““The The onlyonly reason to give reason to give a speech is to a speech is to

changechange the the worldworld.”.” —JFK

Joe J. Jones Joe J. Jones 1942 – 2006 1942 – 2006

HE WOULDA DONE SOME HE WOULDA DONE SOME

REALLY COOL STUFF REALLY COOL STUFF

BUT …BUT …

HIS BOSS WOULDN’T LET HIM! HIS BOSS WOULDN’T LET HIM!

““How Would You How Would You Play Play TodayToday If You If You Knew You Could Knew You Could

NotNot Play Play Tomorrow”Tomorrow”

Source: Slogan for Loyola’s lacrosse season, from coach Diane Geppi-Aikens (Lucky Every Day: The Wisdom of Diane Geppi-Aikens, by Chip Silverman)

EXCELLENCE. EXCELLENCE.

BEDROCK.BEDROCK.TALENT.TALENT.

““THE FUTURE BELONGS TO … THE FUTURE BELONGS TO …

SMALL POPULATIONSSMALL POPULATIONS … … WHO BUILD EMPIRES OF THE MINDWHO BUILD EMPIRES OF THE MIND …… AND WHO IGNORE THE TEMPTATION OF— AND WHO IGNORE THE TEMPTATION OF—

OR DO NOT HAVE THE OPTION OF—OR DO NOT HAVE THE OPTION OF—EXPLOITING NATURAL RESOURCES.”EXPLOITING NATURAL RESOURCES.”

Source: Juan Enriquez/Source: Juan Enriquez/AsAs the Future Catches Youthe Future Catches You

Hire Hire ververy y good good

people!people!

“We believe companies can increase their market cap 50 percent in 3 years. Steve Macadam at Georgia-

Pacific … changed 2020 of his

4040 box plant managers to put more talented,

higher paid managers in charge. He increased profitability from

$$2525 million to $$8080 million in 22

years.”

—Ed Michaels, War for Talent

CCtataOO*

*Chief talent acquisitiontalent acquisition Officer

INVITE THEM INVITE THEM TO JOIN US IN TO JOIN US IN A JOURNEY TO A JOURNEY TO EXCELLENCE!EXCELLENCE!

“In the end, management doesn’t

change culture. Management

invitesinvites the workforce itself to change the culture.”

—Lou Gerstner

Organizing Genius / Warren Bennis and Patricia Ward Biederman

“Groups become great only when everyone in them, leaders and

members alike, is free to do his or is free to do his or her absolute besther absolute best.”.”

“The best thing a leader can do for a

Great Group is to allow its allow its members to discover their members to discover their

greatnessgreatness.”.”

Leadership’s Mt Everest/Mt Excellence

“free to do his or her “free to do his or her absolute best” …absolute best” …

“allow its members “allow its members to discover their to discover their

greatness.”greatness.”

CCQQOO*

*Chief quest-meister

EMPHASIZEMPHASIZE THE E THE “SOFT “SOFT

SKILLS.”SKILLS.”

A Few Lessons from the Arts

Each hired and developed and evaluated in unique waysEach hired and developed and evaluated in unique ways (23 contributors = 23 unique contributions = 23 pathways =

23 personalities = 23 sets of motivators)

Attitude/Enthusiasm/Energy paramountAttitude/Enthusiasm/Energy paramountRe-lent-less!Re-lent-less!

“Practice is cool”“Practice is cool” (G Leonard/Mastery)

Team Team and and individual individual Aspire to Aspire to EXCELLENCE EXCELLENCE = Obvious= Obvious

Ex-e-cu-tionEx-e-cu-tionTalent = Brand = DuhTalent = Brand = Duh“The Project” rules“The Project” rulesEmotional languageEmotional language

Bit players. No.Bit players. No.B.I.WB.I.W. (everything)

Delta events = Delta rostersDelta events = Delta rosters (incl leader/s)

QQ:: “If it were your $50K “If it were your $50K [life’s savings] and my [life’s savings] and my $50K, what sort of $50K, what sort of Waiters would we look Waiters would we look for?”for?”

AA:: “Enthusiasts!”“Enthusiasts!”

Build on Build on strengthsstrengths

“The mediocre manager believes that most things are learnable and

therefore that the essence of management is to identify ach

person’s weaker areas and eradicate them. The great manager believes the opposite. He believes that the He believes that the

most influential qualities of a person most influential qualities of a person are innate and therefore that the are innate and therefore that the

essence of management is to deploy essence of management is to deploy these innate qualities as effectively these innate qualities as effectively

as possible and so drive as possible and so drive performance.”performance.” —Marcus Buckingham, The One

Thing You Need to Know

SO YOU’RE A SO YOU’RE A “PEOPLE “PEOPLE

PERSON”? PERSON”? PROVE ITPROVE IT..

““The leaders of Great The leaders of Great

Groups Groups lovelove talent talent and know where to find and know where to find

it. They it. They revel revel in the in the talent of others.”talent of others.”

—Warren Bennis & Patricia Ward Biederman, Organizing Genius

PARC’s Bob Taylor:

“Connoisseu“Connoisseur r

of Talent”of Talent”





it. They it. They revel revel in the in the talent of others.”talent of others.” —

Warren Bennis & Patricia Ward Biederman, Organizing Genius

“No matter what the No matter what the situation, situation, [the great manager’s][the great manager’s]

first response is always to first response is always to think about the individual think about the individual concerned and how things concerned and how things can be arranged to help can be arranged to help

that individual experience that individual experience success.”success.” —Marcus Buckingham,

The One Thing You Need to Know

““We are a We are a ‘Life ‘Life

Success’ Success’ Company.”Company.”

Dave Liniger, founder, RE/MAX

““Do” Do” TALENT!TALENT!

Les Wexner: From From sweaters to … sweaters to …

ppeoeopplele!!

““Things don’t stay the same. You Things don’t stay the same. You have to understand that not only have to understand that not only your business situation changes, your business situation changes,

but the people you’re working with but the people you’re working with aren’t the same day to day. aren’t the same day to day.

Someone is sick. Someone is Someone is sick. Someone is having a wedding. [You must] having a wedding. [You must]

guage the mood, the thinking level guage the mood, the thinking level

of the team that day.”of the team that day.” —Coach K [Krzyzewski]

220 workdays 220 workdays == 220 220

“rosters”“rosters”

Source: Coach K

newnew goal … goal … everyevery game! game!

Source: Coach K

“The key difference between checkers and

chess is that in checkers the pieces all move the same way, whereas in

chess all the pieces move differently. … Discover Discover

what is uniwhat is uniqque about each ue about each pperson and caerson and cappitalize on italize on

itit.”.” —Marcus Buckingham,

The One Thing You Need to Know



< CAPEX< CAPEX> People!> People!

The Value-added Ladder/ OPPORTUNITY-SEEKINGOPPORTUNITY-SEEKING

Implemented Implemented GamechangingGamechanging

Solutions Solutions (People intensive) (People intensive)Services Services (People & Capital intensive)(People & Capital intensive)

Goods Goods (Capital(Capital intensive)intensive) Raw Materials Raw Materials (Capital intensive)(Capital intensive)



PUT HR AT THE PUT HR AT THE HEAD OF THE HEAD OF THE HEAD TABLE. HEAD TABLE. BEST PEOPLE. BEST PEOPLE.

NOBLEST NOBLEST MISSION.MISSION.

A review of Jack and Suzy Welch’s A review of Jack and Suzy Welch’s WinningWinning claims there are but claims there are but two key differentiators that set GE “culture” apart from the herd:two key differentiators that set GE “culture” apart from the herd:

FirstFirst:: Separating financial forecasting and performance Separating financial forecasting and performance measurement.measurement. Performance measurement based, as it usually is, on budgeting Performance measurement based, as it usually is, on budgeting leads to an epidemic of gaming the system. GE’s performance measurement is leads to an epidemic of gaming the system. GE’s performance measurement is divorced from budgeting—and instead reflects how you do relative to your past divorced from budgeting—and instead reflects how you do relative to your past performance and relative to competitors’ performance; i.e., it’s about how you performance and relative to competitors’ performance; i.e., it’s about how you actually do in the context of what happened in the real world, not as compared to a actually do in the context of what happened in the real world, not as compared to a gamed-abstract plan developed last year. gamed-abstract plan developed last year.

Second: Putting Putting HRHR on a par with on a par with finance and finance and marketing.marketing.

LIVE FOR LIVE FOR TALENT!TALENT!

Our Mission

To develop and manage To develop and manage talent;talent;

to apply that talent,to apply that talent,throughout the world, throughout the world,

for the benefit of clients;for the benefit of clients;to do so in partnership; to do so in partnership;

to do so with profit.to do so with profit.

WPP

Portfolio Thinking

G.M. (Brand Yous)

V.C. (Wow Projects!)

M.B.S.A. (Demos. Heroes. Stories.)

Internal Internal “brand “brand

promise”!promise”!

What’s your company’s … EVP/EVP/IBPIBP?*

*Employee Value Proposition, per Ed Michaels et al.,

The War for Talent; IBP/Internal Brand Promise per TP

EVP/IBPEVP/IBP = = Remarkable Remarkable challenge, rapid professional challenge, rapid professional growth, respect, satisfaction, growth, respect, satisfaction,

fun, stunning opportunity, fun, stunning opportunity, exceptional reward, amazing exceptional reward, amazing

peer group, full membership in peer group, full membership in Club Adventure, maximized Club Adventure, maximized

future employabilityfuture employability

Source: Ed Michaels, Source: Ed Michaels, The War for Talent; TPThe War for Talent; TP

Brand Brand = =

Talent.Talent.

““I have always I have always believed that the believed that the

purpose of the purpose of the corporation is to be corporation is to be

a blessing to the a blessing to the employees.”employees.” —Boyd Clarke —Boyd Clarke

Re-imaRe-imaggineinePeoPeopple Power:le Power:

The Talent The Talent5050

The Talent50

1. People first!1. People first!2. Soft is Hard. 2. Soft is Hard. 3. FUNDAMENTAL PREMISE: We are in an3. FUNDAMENTAL PREMISE: We are in an Age of Talent/ Creativity/Intellectual- Age of Talent/ Creativity/Intellectual- capital Added. capital Added.4. Talent “excellence” in every part of 4. Talent “excellence” in every part of thethe organization. organization.5. P.O.T./Pursuit Of Talent = Obsession.5. P.O.T./Pursuit Of Talent = Obsession.6. HR sits at The Head Table.6. HR sits at The Head Table.7. HR is “cool.”7. HR is “cool.”

The Talent50

8. Re-name “HR.” (Talent Department, Center of 8. Re-name “HR.” (Talent Department, Center of

Talent Excellence) Talent Excellence)9. There’s an HR Strategy9. There’s an HR Strategy10. There is a FORMAL Recruitment Strategy.10. There is a FORMAL Recruitment Strategy.11. There is a FORMAL Leadership Development 11. There is a FORMAL Leadership Development Strategy. Strategy.12. There is a “world class” Leadership12. There is a “world class” Leadership Development Center. Development Center.13. There is a FORMAL-STRATEGIC HR Review13. There is a FORMAL-STRATEGIC HR Review Process. Process.14. The “Top100,” and every unit’s Top10, are14. The “Top100,” and every unit’s Top10, are consciously managed. consciously managed.

The Talent50

15. “People/Talent Reviews” are the FIRST reviews.16. HR Strategy = Business Strategy.17. Make it a Cause Worth Signing Up For..

18. Set Sky High Standards.19. Enlist everyone in Challenge Century21.20. Pursue the Best!21. Up or Out.22. Ensure that the Review Process has INTEGRITY.23. Pay!

The Talent50

24. Training I: Train! Train! Train!24. Training I: Train! Train! Train!25. TII: 100% “business people.”25. TII: 100% “business people.”26. TIII: 100% Leaders.26. TIII: 100% Leaders.27. TIV: Boss as Trainer-in-Chief.27. TIV: Boss as Trainer-in-Chief.28. Open Communication I: NO28. Open Communication I: NO BARRIERS. BARRIERS.29. Open Communication II: Share29. Open Communication II: Share Information. (ALL!) Information. (ALL!)30. Respect!30. Respect!31. INTEGRITY!31. INTEGRITY!32. Treat the Whole Individual.32. Treat the Whole Individual.

The Talent50

33. Places of “grace.”33. Places of “grace.”34. MBWA: The “Rudy Rule.”34. MBWA: The “Rudy Rule.”35. Thank You!35. Thank You!36. Promote for “people skills.”36. Promote for “people skills.” (ALL ELSE IS SECONDARY.) (ALL ELSE IS SECONDARY.)37. Honor youth.37. Honor youth.38. Early leadership assignments.38. Early leadership assignments.39. Fast Tracking is the norm.39. Fast Tracking is the norm.40. Create a System of Mentoring.40. Create a System of Mentoring.

The Talent50

41. Diversity!41. Diversity!42. Diversity starts on the Board of42. Diversity starts on the Board of Directors. Directors.43. WOMEN RULE.43. WOMEN RULE.44. Weird Wins.44. Weird Wins.45. We are all unique. 45. We are all unique. 46. Bosses “win people over.”46. Bosses “win people over.”47. GOAL: Adventures of Mutual47. GOAL: Adventures of Mutual Discovery. Discovery.48. Foster Independence.48. Foster Independence.49. Enthusiasm!49. Enthusiasm!

50. Talent Talent = Brand.= Brand.

EXCELLENCE. EXCELLENCE. AWOL: THE AWOL: THE SCHOOLS SCHOOLS FIASCO. FIASCO.

“Every time I pass Every time I pass a jailhouse or a a jailhouse or a

school, I feel sorry school, I feel sorry for the people for the people

inside.”inside.” —Jimmy Breslin, —Jimmy Breslin,

on “summer school” in NYC on “summer school” in NYC [“If they haven’t [“If they haven’t learned in the winter, what are they going to remember from learned in the winter, what are they going to remember from

days when they should be swimming?”]days when they should be swimming?”]

J. D. Rockefeller’s General Education Board (1915)J. D. Rockefeller’s General Education Board (1915):: “In “In our dreams people yield our dreams people yield themselves with perfect themselves with perfect docility to our molding docility to our molding

hands.hands. … The task is simple. We will … The task is simple. We will organize children and teach them in a perfect organize children and teach them in a perfect way the things their fathers and mothers are way the things their fathers and mothers are

doing in an imperfect way.”doing in an imperfect way.”

John Taylor Gatto, John Taylor Gatto, A Different Kind of TeacherA Different Kind of Teacher

“The main crisis in The main crisis in school today is school today is

irrelevance.”irrelevance.” —Daniel Pink,

Free Agent Nation

““The Creative The Creative Age is aAge is a widewide--openopen g gameame.”.”

—Richard Florida, The Rise of the Creative Class

“My wife and I went to a [kindergarten] parent-teacher conference and were informed that our budding

refrigerator artist, Christopher, would be receiving a grade of Unsatisfactory in art. We were shocked. How

could any child—let alone our child—receive a poor grade

in art at such a young age? His teacher His teacher informed us that he had informed us that he had

refused to color within the refused to color within the lines, which was a state lines, which was a state

requirement for requirement for demonstrating ‘grade-level demonstrating ‘grade-level

motor skillsmotor skills.’ ” —Jordan Ayan, AHA!

““Our schools are not teaching Our schools are not teaching people how to think.”people how to think.” —Thomas Edison—Thomas Edison

“It is nothing short of a “It is nothing short of a miracle that modern methods miracle that modern methods

of instruction have not yet of instruction have not yet entirely strangled the holy entirely strangled the holy

curiosity of inquiry.”curiosity of inquiry.” —Albert Einstein—Albert Einstein

““The key question isn’t ‘What fosters The key question isn’t ‘What fosters creativity?’ But it is why in God’s creativity?’ But it is why in God’s

name isn’t name isn’t evereveryyoneone creative? creative? Where Where was the human potential lost? How was the human potential lost? How was it crippled?was it crippled? I think therefore a I think therefore a

good question might be good question might be notnot why do people create? But why do why do people create? But why do people people notnot create or innovate? We create or innovate? We have got to abandon that sense of have got to abandon that sense of

amazement in theamazement in the face of creativity, as if it were a face of creativity, as if it were a

miracle if anybody created anything.”miracle if anybody created anything.” —Abe Maslow

Ye gads: ““Thomas Stanley has not only found Thomas Stanley has not only found no correlation between success in school and no correlation between success in school and an ability to accumulate wealth, he’s actually an ability to accumulate wealth, he’s actually found a nefound a neggative correlationative correlation. ‘It seems that . ‘It seems that

school-related evaluations are poor school-related evaluations are poor predictors of economic success,’ Stanley predictors of economic success,’ Stanley

concluded. What did predict success was a concluded. What did predict success was a willingness to take risks. Yet the success-willingness to take risks. Yet the success-

failure standards of most schools penalized failure standards of most schools penalized risk takers. risk takers. Most educational systems reward Most educational systems reward those who play it safe. As a result, those who those who play it safe. As a result, those who

do well in school find it hard to take risks do well in school find it hard to take risks

later onlater on.”.” —Richard Farson & Ralph Keyes,

Whoever Makes the Most Mistakes Wins

15 “Leading” Biz Schools

DesignDesign/Core: 00Design/Elective: 1

CreativitCreativityy/Core: 00Creativity/Elective: 4

InnovationInnovation/Core: 00Innovation/Elective: 6

Source: DMI/Summer 2002/Research by Thomas Lockwood

M.I.A.*: TalkTalk.. (Present.) ListenListen.. (Interview.) SellSell.. (Life = Sales.) DoDo.. (Execution-

Implementation.) Talent.Talent. (Recruit-Develop-Retain.) Project Management.Project Management. (Create. Solicit

support. Execution. Adoption-Client “Culture Change.”) Product.Product. (“It.”) Innovation.Innovation. (Design.

Creativity. “Buzz-building.” Politics.) Leadership.Leadership. (USMA, etc.) E.Q.E.Q. (Connect.) “Culture” “Culture”

Change.Change. (Lasting impact.) Diversity. (Cross-

cultural Effectiveness.) Career Creation.Career Creation. (Brand You life-lifestyle.) Wellness. (Life.)

*B.Schools (“M.I.A.” or at most “B.I.A.”—barely in action)

New Economy Biz Degree ProgramsNew Economy Biz Degree Programs

MBAMBA (Master of Business (Master of Business AdministrationAdministration))

MMM1MMM1 (Master of (Master of MetaphysicalMetaphysical Management) Management)

MMM2MMM2 (Master of (Master of MetabolicMetabolic Management)Management)MGLFMGLF (Master of Great (Master of Great LeapsLeaps Forward) Forward)

MTDMTD (Master of (Master of TalentTalent Development)Development)

W/MW/MwwGTDGTDw/ow/oCC (Woman/Man Who (Woman/Man Who Gets Things Gets Things DoneDone without Certificate) without Certificate)

DEDE (Doctor of (Doctor of EnthusiasmEnthusiasm))


BEDROCK.BEDROCK.TALENT TALENT PLUSPLUS..

HEALTH.HEALTH.

TP ON TP ON HEALTHCAREHEALTHCARE

“When I climb Mount When I climb Mount Rainier I face less Rainier I face less

risk of death than I’ll risk of death than I’ll face on the face on the

operating table.”operating table.” ——Don BerwickDon Berwick

Quality!Quality!DSS!DSS!

Prevention!Prevention!Wellness!Wellness!

Chronic care! Chronic care!Elder care!Elder care!

Convenient care!Convenient care!Childhood obesity!Childhood obesity!

H5N1!H5N1!

““Quality”:Quality”:

COULD IT TRULY BE

THIS AWFUL?

CDC 1998CDC 1998:: 90,00090,000 killedkilled and and 2,000,0002,000,000

injuredinjured from from hospital-caused drug hospital-caused drug

errors & infectionserrors & infections

HealthGrades/Denver:HealthGrades/Denver:

195,000195,000 hospital deaths per hospital deaths per

year in the U.S., 2000-2002 = year in the U.S., 2000-2002 = 390 full 390 full jumbos/747s in the drink per yearjumbos/747s in the drink per year..

Comments: Comments: “This should give you pause “This should give you pause when you go to the hospital.”when you go to the hospital.” —Dr. Kenneth Kizer, —Dr. Kenneth Kizer,

National Quality ForumNational Quality Forum.. ““There is little There is little evidence that patient safety has evidence that patient safety has improved in the last five yearsimproved in the last five years.”.” —Dr. —Dr.

Samantha CollierSamantha Collier

Source: Source: Boston GlobeBoston Globe//07.27.0407.27.04

1,000,0001,000,000

“serious medication errors per “serious medication errors per year” … “illegible handwriting, year” … “illegible handwriting, misplaced decimal points, and misplaced decimal points, and missed drug interactions and missed drug interactions and

allergies.”allergies.”

Source: Source: Wall Street Journal /Wall Street Journal /Institute of MedicineInstitute of Medicine

#40*

*77.9, below Costa Rica, Cuba/USN&WR, 0326.07

““We need We need Florence Florence

Nightingale Nightingale hygiene.”hygiene.”

Source: UK corner on problems in British Source: UK corner on problems in British healthcare,healthcare, The Daily Telegraph, The Daily Telegraph, 04.27.0704.27.07

PLANETREE/PLANETREE/PLANETREE PLANETREE ALLIANCE: A ALLIANCE: A DIFFERENT DIFFERENT

MODELMODEL

The 9 Planetree Practices

1.1. The Importance of Human InteractionThe Importance of Human Interaction2. Informing and Empowering Diverse Populations: Consumer Informing and Empowering Diverse Populations: Consumer Health Libraries and Patient Information Health Libraries and Patient Information3. Healing Partnerships: The importance of Including Friends Healing Partnerships: The importance of Including Friends and Family and Family4. Nutrition: The Nurturing Aspect of Food Nutrition: The Nurturing Aspect of Food5. Spirituality: Inner Resources for Healing Spirituality: Inner Resources for Healing6.6. Human Touch: The Essentials of Communicating Human Touch: The Essentials of Communicating Caring Through Massage Caring Through Massage7.7. Healing Arts: Nutrition for the Soul Healing Arts: Nutrition for the Soul8.8. Integrating Complementary and Alternative Practices Integrating Complementary and Alternative Practices into Conventional Care into Conventional Care9.9. Healing Environments: Architecture and Design Conducive Healing Environments: Architecture and Design Conducive to Health to Health

Source: Putting Patients First, Susan Frampton, Laura Gilpin, Patrick Charmel

Press Ganey Assoc: 139,380 former patients from 225 hospitals:

nonenone of THE top 15 factors of THE top 15 factors

determining determining PPatient atient SSatisfaction atisfaction referred to patient’s health referred to patient’s health outcomeoutcome

PSPS directldirectly related to y related to StaffStaff InteractionInteraction

PSPS directldirectly correlated with y correlated with Employee Employee SatisfactionSatisfaction


Griffin: Music in the parking Music in the parking lot; professional musicians in lot; professional musicians in

the lobbythe lobby (7/week, 3-4hrs/day) ;

5 pianos5 pianos ;

volunteersvolunteers (120-140 hrs arts &

entertainment per month).


Care!/Love!/Spirit!Care!/Love!/Spirit!

Self-Control!Self-Control!

Connect!/learn!/Connect!/learn!/involve!/Engage!involve!/Engage!

Understanding!/Growth! Understanding!/Growth!

De-stress!/heal! De-stress!/heal!

Whole patient & Whole patient & family & friends! family & friends!

Get well!/stay well!Get well!/stay well!

Griffin Hospital/Derby CT (Planetree Alliance “HQ”) Results:

Financially successful. Financially successful. Expanding programs-Expanding programs-

physically.physically. Growing market Growing market share. share. Only hospital in Only hospital in

“100 Best Cos to Work for”—“100 Best Cos to Work for”—7 consecutive years, 7 consecutive years,

currently #6.currently #6.

—“Five-Star Hospitals,” Joe Flower, strategy+business (#42)

HEALTHCARE VS HEALTHCARE VS HEALTHHEALTH

““What’s Really Propping What’s Really Propping Up the Economy: Up the Economy:

Healthcare has added 1.7 Healthcare has added 1.7 million jobs since 2001. million jobs since 2001. The rest of the private The rest of the private

sector? sector? NoneNone .”.”

Source: Title, cover story, Source: Title, cover story, BusinessWeekBusinessWeek, 0925.2006, 0925.2006

TP Reccomendation* #1TP Reccomendation* #1::

Dubai Healthcare Dubai Healthcare City City

toto

Dubai Health City Dubai Health City

*Presentation at “First Middle Eastern Healthcare Summit/01.2006*Presentation at “First Middle Eastern Healthcare Summit/01.2006

Sexy Cures vs Quality/Safety Sexy Cures vs Quality/Safety

Surgeons vs Surgeons vs Family Practice Physicians/CIOsFamily Practice Physicians/CIOs

Fixing vs PreventingFixing vs Preventing

Healthcare vs HealthHealthcare vs Health

Tom/$53K vs 1,000 AfricansTom/$53K vs 1,000 Africans

[Stanford?] vs Griffin/Planetree[Stanford?] vs Griffin/Planetree

SF Internist vsSF Internist vs Tom/Canyon Ranch Tom/Canyon Ranch

Childhood Obesity > Terrorism

Bust fat

docs!

Sprint/Overland Park KS: Slow elevators, distant

parking lots with infrequent buses, “food

court” as “poorly” placed as possible, etc.

Source: New York Times

““Bump into factor”:Bump into factor”: Extra- Extra-size portions, eat more. size portions, eat more.

Higher % shelf space Higher % shelf space snacks, more obesity. More snacks, more obesity. More

liquor stores, more crime. liquor stores, more crime. High vs low fat: Japanese High vs low fat: Japanese

who emigrate to U.S. suffer who emigrate to U.S. suffer 3X3X increase in heart increase in heart

disease.disease.

Source: Tom Farley & Deborah Cohen, Prescription for a Healthy Nation

““Microsystems”Microsystems”Paul Batalden/Paul Batalden/

DHMC-DHMC-Intensive Care Nursery/Intensive Care Nursery/

X-disciplinaryX-disciplinary

““Every Every $1$1 spent on its spent on its wellness program ended up wellness program ended up

saving [Citigroup] saving [Citigroup]

$4.70$4.70, according to an , according to an academic study.”academic study.”

—WSJ/0329.07—WSJ/0329.07

Sexy Cures vs Quality/Safety Sexy Cures vs Quality/Safety

Surgeons vs Surgeons vs Family Practice Physicians /CIOsFamily Practice Physicians /CIOs

Fixing vs PreventingFixing vs Preventing

Healthcare vs HealthHealthcare vs Health

Tom/$53K vs 1,000 AfricansTom/$53K vs 1,000 Africans

[Stanford?] vs Griffith/Planetree[Stanford?] vs Griffith/Planetree

SF Internist vsSF Internist vs Tom/Canyon Ranch Tom/Canyon Ranch

Pause …Pause …

Them-UsThem-Us

“Them” “Us”

Strategy EXECUTIONEXECUTIONPlanning ActionActionMarketing Selling/SalesSelling/SalesMarkets CustomersCustomersCustomers ClientsClientsMicro-segmentation Big Stuff (Women, Boomers)Big Stuff (Women, Boomers)Cost minimization Revenue maximizationRevenue maximizationSynergy/“Efficiencies” DecentralizationDecentralization“Strategic” supplier Pioneering supplierPioneering supplierProcess ProjectProjectEffectiveness ExcellenceExcellenceMen WomenWomenLeadership Management + LeadershipManagement + LeadershipStandardization Exceptionalism (53 = 53)Exceptionalism (53 = 53)Big clients COOL clientsCOOL clientsPrestigious Board INTERESTING BoardINTERESTING Board

“Them” “Us”Big Mid-sizeMid-sizeGrowth by merger Organic growthOrganic growthBuy market share Create NEW marketsCreate NEW marketsEfficient, streamlined Value-creating “PSF”Value-creating “PSF” “department” Certainty-predictability Ambiguity-opportunityAmbiguity-opportunityFearful of losing Aggressive pursuitAggressive pursuit of winning of winningPlan PrototypePrototypeCareful evaluation Another prototypeAnother prototypeRevised plan Another prototypeAnother prototypePeople/Employees TalentTalentEffective HR department Rockin’ Talent Rockin’ Talent Development CenterDevelopment Center of Excellence of ExcellenceBenchmark against the Benchmark against theBenchmark against the “best”-“industry leader” “coolest”“coolest”

“Them” “Us”

Benchmark “Future”mark“Future”markOrderly career progression “Up or Out” (PDQ)“Up or Out” (PDQ)Head HeartHeartIQ EQEQ“Professional” PassionatePassionateStoic, humble leaders Noisy, emotionalNoisy, emotional “characters” in charge “characters” in chargeHire for Resume Hire for intangiblesHire for intangiblesMeasured-thoughtful Relentless, pig-headedRelentless, pig-headed approach determinationdeterminationTeamwork comes first Teamwork and disruptiveTeamwork and disruptive individuals equal individuals equal billingbillingListen to customers Lead customersLead customersCustomer “involvement” Intimate-SeamlessIntimate-Seamless customer inter-twining customer inter-twining

“Them” “Us”MBM (Management MBWAMBWA by memo)MBA MFAMFAShareholder Value Great people-product ruleGreat people-product rule comes first Work smart Work hardWork hardBuilt to last Built to Rock the WorldBuilt to Rock the WorldReward successes Reward (EXCELLENT)Reward (EXCELLENT) failures failuresQuality first! Design 1TDesign 1TQuality first Innovation 1TInnovation 1THigh-quality Jaw-dropping ExperienceJaw-dropping Experience transactionCVs demo consistent CVs feature Magic CVs feature Magic MomentsMoments performanceGood grades Cool stuffCool stuff Operational excellence World-rocking World-rocking INNOVATIONINNOVATION

“Them” “Us”Brand LovemarkLovemarkBest analysis wins Best STORY winsBest STORY wins“Beyond politics” Politics-is-life, thePolitics-is-life, the rest is details rest is detailsOutsource BestsourceBestsource“Motivate” Send on QUESTSSend on QUESTS“Motivate” InviteInviteMeasured language HOT languageHOT languageProduct-Service Gamechanging SOLUTION,Gamechanging SOLUTION, Thrilling EXPERIENCE, Thrilling EXPERIENCE, DREAM come true, DREAM come true, LOVEMARK LOVEMARKPastel Technicolor Technicolor Better DifferentDifferent“Mission success” “Mission EXCELLENCE”“Mission EXCELLENCE”Very good EXCELLENCE. ALWAYS.EXCELLENCE. ALWAYS.

End End PausePause

Part sevenPart sevenleadershipleadership


BEDROCK.BEDROCK.LEADERSHIP.LEADERSHIP.

L23. 12Ps.L23. 12Ps.


THE LEADERSHIP23.THE LEADERSHIP23.

Leadership23/ML

1. Enthusiasm. Energy. Exuberance.1. Enthusiasm. Energy. Exuberance.2. Action. Execution.2. Action. Execution.3. Tempo. Metabolism.3. Tempo. Metabolism.4. Relentless.4. Relentless.5. Master of Plan B.5. Master of Plan B.6. Accountability.6. Accountability.7. Meritocracy.7. Meritocracy.8. Leaders “do” people. Mentor. (“Success8. Leaders “do” people. Mentor. (“Success creation business.”)creation business.”)9. Women. Diversity.9. Women. Diversity.10. Integrity. Credibility. Humanity. Grace.10. Integrity. Credibility. Humanity. Grace.11. Realism.11. Realism.12. Cause. Adventures. Quests.12. Cause. Adventures. Quests.

Leadership23/ML

13. Legacy.13. Legacy.14. Best story wins.14. Best story wins.15. On the edge. (“Wildest chimera of a15. On the edge. (“Wildest chimera of a moonstruck mind.”)moonstruck mind.”)16. “Reward excellent failures. Punish 16. “Reward excellent failures. Punish mediocre successes.”mediocre successes.”17. Different > Better. (“Only ones who do17. Different > Better. (“Only ones who do what we do.”)what we do.”)18. MBWA. Customer MBWA.18. MBWA. Customer MBWA.19. Laughs.19. Laughs.20. Repot. Curiosity. Why?20. Repot. Curiosity. Why?21. You = Calendar. “To Don’t.” Two.21. You = Calendar. “To Don’t.” Two.22. Excellence. Always.22. Excellence. Always.23. Nelsonian! (“Other admirals more afraid23. Nelsonian! (“Other admirals more afraid of losing than anxious to win.”)of losing than anxious to win.”)

EXCELLENCE.EXCELLENCE. BEDROCK.BEDROCK.

LEADERSHIP.LEADERSHIP.“12 P“12 Pss.”.”

Tom Peters/04.18.2007Tom Peters/04.18.2007

PURPOSEPURPOSE..PASSIONPASSION..PotentialPotential..PresencePresence..PersonalPersonal..

pissed offpissed off. . PlayfulPlayful..

PERSISTENCEPERSISTENCE..PEOPLEPEOPLE. . PeculiarPeculiar..PotentPotent..

PositivePositive..

““2121stst-century-century Leadership” = Leadership” =

BunkumBunkum




PositivePositive..

““People want to be part People want to be part of something larger than of something larger than themselvesthemselves.. They want to They want to

be part of something they’re be part of something they’re really really proudproud of, that they’ll of, that they’ll

fight fight forfor,, sacrifice sacrifice forfor , , trusttrust.”.” —Howard Schultz, Starbucks (IBD/09.05)

““If you want to build If you want to build a ship, don’t gather a ship, don’t gather people together to people together to

collect wood ,and don’t collect wood ,and don’t assign them tasks and assign them tasks and

work,work, but instead teach them but instead teach them

to lonto longg for the sea for the sea.”.” —Antoine de Saint-Exupery —Antoine de Saint-Exupery (The Little Prince)(The Little Prince)

““A leader is A leader is a a dealer in dealer in hope.” hope.” —Napoleon

(+TP’s writing room pics)(+TP’s writing room pics)

USN&WR: USN&WR: What traits do successful activists share?What traits do successful activists share?

Studs Terkel, age 91Studs Terkel, age 91:: “They “They have hope, and have hope, and

they imbue they imbue others with others with

hope.”hope.”

“Management has a lot to do with answers. Leadership is a function of questions. And the

first question for a leader always

is: ‘‘WhoWho dodo wewe iintendntend toto bebe?’?’ Not ‘What are we going to do?’

but ‘Who do we intend to be?’” —Max De Pree, Herman Miller

Ah, kids: “What is your vision “What is your vision for the future?” for the future?” “What have “What have you accomplished since your you accomplished since your first book?”first book?” “Close your eyes “Close your eyes and imagine me immediately and imagine me immediately doing something about what doing something about what

you’ve just said. What would it you’ve just said. What would it be?” be?” “Do you feel you have an “Do you feel you have an obligation to ‘Make the world a obligation to ‘Make the world a

better place’?”better place’?”

Leader Job OneLeader Job One

Paint Paint Portraits of Portraits of

ExcellenceExcellence!!

PURPOSEPURPOSE..

PASSIONPASSION..PotentialPotential..PresencePresence..PersonalPersonal..



PositivePositive..

““Nothing is so Nothing is so contagious as contagious as enthusiasm.”enthusiasm.”

—Samuel Taylor Coleridge

QQ:: “If it were your $100K “If it were your $100K [life’s savings][life’s savings] and my $100K, and my $100K, what sort of Waiters what sort of Waiters would we be looking would we be looking for?”for?”

AA:: “Enthusiasts!!!!!!!!!!”“Enthusiasts!!!!!!!!!!”

““Whenever anything is Whenever anything is being accomplished, I being accomplished, I

have learned, it is have learned, it is being done by a being done by a

monomaniac with a monomaniac with a mission.”mission.” —Peter Drucker

“A man without A man without a smiling face a smiling face

must not open a must not open a shop.”shop.” —Chinese Proverb

EX-UB-ER-EX-UB-ER-ANCE!ANCE!

Exuberance: The Passion for LifeExuberance: The Passion for Life, by Kay Redfield Jamison+, by Kay Redfield Jamison+

““I believe exuberance is incomparably more important I believe exuberance is incomparably more important than we acknowledge. If, as has been claimed, than we acknowledge. If, as has been claimed,

enthusiasm finds the opportunities and energy makes enthusiasm finds the opportunities and energy makes the most of them, a mood of mind that yokes the two of the most of them, a mood of mind that yokes the two of

them is formidable indeed.”them is formidable indeed.”

“ “The Greeks bequeathed to us one of the most The Greeks bequeathed to us one of the most beautiful words in our language—the word beautiful words in our language—the word

‘enthusiasm’—‘enthusiasm’—en theosen theos—a god within. The grandeur of —a god within. The grandeur of human actions is measured by the inspiration from human actions is measured by the inspiration from

which they spring. Happy is he who bears a god within, which they spring. Happy is he who bears a god within, and who obeys it.”—Louis Pasteurand who obeys it.”—Louis Pasteur

“ “Exuberance is, at its quick, contagious. As it spreads Exuberance is, at its quick, contagious. As it spreads pell-mell through a group, exuberance excites, it pell-mell through a group, exuberance excites, it

delights, and it dispels tension. It alerts the group to delights, and it dispels tension. It alerts the group to change and possibility.”change and possibility.”

Exuberance: The Passion for Life, by Kay Redfield Jamison+

““A leader is someone who creates infectious A leader is someone who creates infectious enthusiasm.”—Ted Turnerenthusiasm.”—Ted Turner

“‘“‘Glorious’ was a term [John] Muir would invoke time Glorious’ was a term [John] Muir would invoke time and again … despite his conscious attempts to and again … despite his conscious attempts to

eradicate it from his writing. ‘Glorious’ and ‘joy’ and eradicate it from his writing. ‘Glorious’ and ‘joy’ and ‘exhilaration’: no matter how often he scratched out ‘exhilaration’: no matter how often he scratched out these words once he had written them, they sprangthese words once he had written them, they sprang

up time and again …”up time and again …”

““To meet Roosevelt, said Churchill, ‘with all his buoyant To meet Roosevelt, said Churchill, ‘with all his buoyant sparkle, his iridescence,’ was like ‘opening a bottle of sparkle, his iridescence,’ was like ‘opening a bottle of

champagne.’ Churchill, who knew both champagnechampagne.’ Churchill, who knew both champagne and human nature, recognized ebullient leadership and human nature, recognized ebullient leadership

when he saw it.”when he saw it.”


““At a time of weakness and mounting despair inAt a time of weakness and mounting despair in the the democratic world, Roosevelt stood out by his democratic world, Roosevelt stood out by his

astonishing appetite for life and by his apparently astonishing appetite for life and by his apparently complete freedom from fear of the future; as a man who complete freedom from fear of the future; as a man who welcomed the future eagerly as such, and conveyed the welcomed the future eagerly as such, and conveyed the feeling that whatever the times might bring, all would feeling that whatever the times might bring, all would be grist to his mill, nothing would be too formidable or be grist to his mill, nothing would be too formidable or crushing to be subdued. He had unheard of energy and crushing to be subdued. He had unheard of energy and gusto … and was a spontaneous, optimistic, pleasure-gusto … and was a spontaneous, optimistic, pleasure-

loving ruler with unparalleled capacity for creating loving ruler with unparalleled capacity for creating confidence.”—Isaiah Berlin on FDRconfidence.”—Isaiah Berlin on FDR


““Churchill had a very powerful mind, but a romantic Churchill had a very powerful mind, but a romantic and unquantitative one. If he thought about a course and unquantitative one. If he thought about a course of action long enough, if he achieved it alone in his of action long enough, if he achieved it alone in his

own inner consciousness and desired it passionately, own inner consciousness and desired it passionately, he convinced himself it must be possible. Then, with he convinced himself it must be possible. Then, with incomparable invention, eloquence and high spirits,incomparable invention, eloquence and high spirits,

he set out to convince everyone else that it was he set out to convince everyone else that it was not only possible, but the only course of action not only possible, but the only course of action

open to man.”—C.P. Snowopen to man.”—C.P. Snow

““We are all worms. But I do believe that I am aWe are all worms. But I do believe that I am a glow-worm.”—Churchill on Churchillglow-worm.”—Churchill on Churchill

““The multitudes were swept forward till their pace was The multitudes were swept forward till their pace was

the same as his.”—Churchill on T.E. Lawrencethe same as his.”—Churchill on T.E. Lawrence

““He brought back a real joy to music.”—Wynton He brought back a real joy to music.”—Wynton Marsalis on Louis ArmstrongMarsalis on Louis Armstrong

PURPOSEPURPOSE..PASSIONPASSION..

PotentialPotential..PresencePresence..PersonalPersonal..



PositivePositive..

““The role of the Director is to The role of the Director is to create a space where the actors create a space where the actors

and actresses canand actresses can become become more than they’ve ever more than they’ve ever been before, more than been before, more than

they’ve dreamed of they’ve dreamed of beingbeing.”.” —Robert Altman, Oscar acceptance speech—Robert Altman, Oscar acceptance speech

Organizing Genius / Warren Bennis and Patricia Ward Biederman

“Groups become great only when everyone in them, leaders and

members alike, is free to do his or is free to do his or her absolute besther absolute best.”.”

“The best thing a leader can do for a

Great Group is to allow its allow its members to discover their members to discover their

ggreatnessreatness.”.”

Leadership’s Mt Everest/Mt Excellence

“free to do his or her free to do his or her absolute best” …absolute best” …

“allow its members to “allow its members to discover their discover their greatness.”greatness.”

“In the end, management doesn’t

change culture. Management

invitesinvites the workforce itself to change the culture.”

—Lou Gerstner

Why in the Why in the

World did World did youyou

go to go to SiberiaSiberia??

Enterprise* ** (*at its best): An An emotionalemotional, , vitalvital, , innovativeinnovative, , joyfuljoyful, ,

creativecreative, , entrepreneurialentrepreneurial endeavor that elicits endeavor that elicits maximum concerted maximum concerted human potential in human potential in the the wholehearted wholehearted serviceservice of others of others.***

**Excellence. Always.***Employees, Customers, Suppliers, Communities, Owners, Temporary partners

Hard Is SoftHard Is SoftSoft Is HardSoft Is Hard

Hard (#Hard (#ss) Is Soft) Is Soft

Soft (people) Is HardSoft (people) Is Hard

““Hard” Hard” (#(#s s

/“Strategy”/budgets/plans marketing)/“Strategy”/budgets/plans marketing) Is Is SoftSoft

“soft” “soft” (people/Customers/ (people/Customers/

relationships/culture/execution)relationships/culture/execution) Is Is HardHard

Henry:Henry: strategic strategic Planning = Planning = Ha Ha

HaHa

Larry/Ram:Larry/Ram: the the important bit = important bit =

doing itdoing it

What makes What makes God laugh?God laugh?

PeoplePeople makingmaking plans!plans!

“If I could have chosen not to tackle the IBM culture head-on, I probably wouldn’t

have. My bias coming in was toward strategy, analysis and measurement. In comparison, changing the attitude and behaviors of hundreds of thousands of

people is very, very hard. [Yet] [Yet] I I came to see in my time came to see in my time at IBM that culture isn’t at IBM that culture isn’t just one aspect of the just one aspect of the

game—it is the gamegame—it is the game.”.” —Lou Gerstner, Who Says Elephants Can’t Dance

PURPOSEPURPOSE..PASSIONPASSION..

PotentialPotential..PresencePresence..PersonalPersonal..



PositivePositive..

Jim’s Jim’s GroupGroup

Basement Basement Systems Inc./ Systems Inc./ Seymour CTSeymour CT

PURPOSEPURPOSE..PASSIONPASSION..PotentialPotential..

PresencePresence..PersonalPersonal..


PERSISTENCEPERSISTENCE..PEOPLEPEOPLE. . PotentPotent..

PositivePositive..

2255

MBWAMBWA**5,000 miles for a 5-minute face-to

-face meeting (courtesy super-agent Mark McCormick)

MBWA, Grameen Style!MBWA, Grameen Style!“Conventional banks ask their clients to come “Conventional banks ask their clients to come to their office. It’s a terrifying place for the poor to their office. It’s a terrifying place for the poor and illiterate. … and illiterate. … The entire Grameen Bank The entire Grameen Bank

system runs on the principle that people system runs on the principle that people should not come to the bank, the bank should not come to the bank, the bank

should go to the people.should go to the people. … If any staff … If any staff member is seen in the office, it should be taken member is seen in the office, it should be taken as a violation of the rules of the Grameen Bank. as a violation of the rules of the Grameen Bank.

… It is essential that [those setting up a new … It is essential that [those setting up a new village Branch] have no office and no place to village Branch] have no office and no place to stay. The reason is to make us as different as stay. The reason is to make us as different as

possible from government officialspossible from government officials.” .” Source: Source: Muhammad Yunus, Banker to the Poor

““It’s It’s alwaalwayyss showtime.”showtime.”

—David D’Alessandro, Career Warfare

PURPOSEPURPOSE..PASSIONPASSION..PotentialPotential..PresencePresence..

PersonalPersonal.. pissed offpissed off. .

PlayfulPlayful..PERSISTENCEPERSISTENCE..

PEOPLEPEOPLE. . PeculiarPeculiar..PotentPotent..

PositivePositive..

““You must You must bebe the change you the change you

wish to see in the wish to see in the world.”world.”

Gandhi

“The The FirstFirst stepstep in a in a ‘dramatic’ ‘dramatic’

‘organizational change ‘organizational change program’ is obvious—program’ is obvious—

dramaticdramatic personal personal changechange!”!” —RG

Questions:Questions: What do others think of you? What do others think of you? [Are you sure?][Are you sure?] What What do you think of you? do you think of you? [Are you sure?][Are you sure?] What is your impact What is your impact

on others?on others? [Are you sure?][Are you sure?] What is your impact on What is your impact on others?others? [Are you sure?] [Are you sure?] What is your impact on others?What is your impact on others?

[Are you sure?][Are you sure?] What are the “little things” you (perhaps What are the “little things” you (perhaps unconsciously) do that cause people to shrivel—or blossom? unconsciously) do that cause people to shrivel—or blossom? [Are [Are you sure?]you sure?] What do you want? What do you want? [Are you sure?][Are you sure?] Are you aware Are you aware

of your changing moods? of your changing moods? [Are you sure?][Are you sure?] How fragile is your How fragile is your ego? ego? [Are you sure?][Are you sure?] Do you have a true confidant? Do you have a true confidant? [Are you [Are you sure?]sure?] Do you perform brief or not-so-brief self-assessments? Do Do you perform brief or not-so-brief self-assessments? Do you talk too much? you talk too much? [Are you sure?][Are you sure?] Do you know Do you know how how to listen? to listen? [Are you sure?][Are you sure?] DoDo you listen? you listen? [Are you sure?][Are you sure?] What is What is

your style of “hashing things out”? Are you perceived as (a) your style of “hashing things out”? Are you perceived as (a) arrogant, (b) abrasive (c) attentive, (d) genuinely interested in people, arrogant, (b) abrasive (c) attentive, (d) genuinely interested in people,

(e) etc? (e) etc? [Are you sure?][Are you sure?] Are you flexible? Have you changed Are you flexible? Have you changed your mind about anything your mind about anything important important in a while? Are you in a while? Are you

comfortable-uncomfortable with folks on the front line? comfortable-uncomfortable with folks on the front line? Do you Do you think you’re “in touch with the pulse of things around think you’re “in touch with the pulse of things around

here”?here”? [Are You Sure?][Are You Sure?] Are you too emotional/intuitive? Are Are you too emotional/intuitive? Are you too unemotional/rational? Do you spend much time with people you too unemotional/rational? Do you spend much time with people

who are new to you?who are new to you? [Do you think questions like this are [Do you think questions like this are “so much BS”?]“so much BS”?]

EnthusiasmEnthusiasmEnergyEnergy

ExuberanceExuberanceVoracious CuriosityVoracious Curiosity

Irritability/Dis-satisfactionIrritability/Dis-satisfactionRelentlessnessRelentlessnessSelf-relianceSelf-reliance

“Closer” (Execution)“Closer” (Execution)excellenceexcellence

PURPOSEPURPOSE..PASSIONPASSION..PotentialPotential..PresencePresence..

PersonalPersonal.. pissed offpissed off. .



PositivePositive..

““Courtesies of a small Courtesies of a small and trivial character are and trivial character are

the ones which strike the ones which strike deepest in the grateful deepest in the grateful

and appreciating heart.”and appreciating heart.”

—Henry Clay

The … Jim Jim Jeffords Jeffords oversighoversigh

t!t!

““I wasn’t bowled over by I wasn’t bowled over by [David Boies][David Boies] intelligence … What impressed me was intelligence … What impressed me was

that when he asked a question, he waited that when he asked a question, he waited

for an answer. for an answer. He not only He not only listened, he made me feel listened, he made me feel like I was the only person like I was the only person in the room.”in the room.” —Lawyer Kevin _____, on his first, —Lawyer Kevin _____, on his first,

inadvertent meeting with David Boies, from Marshall Goldsmith,inadvertent meeting with David Boies, from Marshall Goldsmith, “The One Skill That Separates,” “The One Skill That Separates,” Fast CompanyFast Company

PersonalPersonal

What I LearnedWhat I Learned

HWBjr: HWBjr: Excellence, Accountability, Initiative, Excellence, Accountability, Initiative, K.I.S.S., Leader LoveK.I.S.S., Leader Love

Dick: Dick: Empowerment, Entrepreneurship, Empowerment, Entrepreneurship, Challenge, Execution (Project > Paper), Challenge, Execution (Project > Paper), Accountability, MBWA, K.I.S.S., Fanatic Accountability, MBWA, K.I.S.S., Fanatic

Customer-centrism (Customer>Command, Customer-centrism (Customer>Command, Marines>Regiment),Marines>Regiment),

Leader Love, Output, Leader Love, Output, “Do”>“Be”“Do”>“Be”

Nameless: Nameless: “Tangible” vs “Palpable”“Tangible” vs “Palpable” (Bureaucracy, Control, Tight Leashes, (Bureaucracy, Control, Tight Leashes,

Command-centric, Demoralization, Paper > Command-centric, Demoralization, Paper > Project, Product = Paper, K.I.C.S.)Project, Product = Paper, K.I.C.S.)

What I LearnedWhat I Learned

Ben: Ben: Decency, Soft Power, Fanatic Customer-Decency, Soft Power, Fanatic Customer-centrism centrism (“Do”>“Be”)(“Do”>“Be”)

Walter:Walter: Fanatic Mission-centrism, Soft Power, Fanatic Mission-centrism, Soft Power, Relationship-management, Execution, Relationship-management, Execution,

Accountability, Early to Bed …Accountability, Early to Bed …

Bob: Bob: Pos>Neg/Recognition, K.I.S.S., The Way of Pos>Neg/Recognition, K.I.S.S., The Way of the Demo (Execution), Hero-building, Mission-the Demo (Execution), Hero-building, Mission-

centrism, centrism, “Do”>“Be”“Do”>“Be”

Bill: Bill: De-centralization, Recognition, Support-De-centralization, Recognition, Support-staff Centrism, Measurement (K.I.S.S.), Soft staff Centrism, Measurement (K.I.S.S.), Soft

Power (Paint ’n Pride), Rapid Culture ChangePower (Paint ’n Pride), Rapid Culture Change

PersonalPersonal

4/404/40

DECENTRALIZATIODECENTRALIZATION.N.

EXECUTION.EXECUTION.ACCOUTABILITY.ACCOUTABILITY.

66:15A.M.:15A.M.

DECENTRALIZATION.DECENTRALIZATION.EXECUTION.EXECUTION.

ACCOUTABILITY.ACCOUTABILITY.

66:15A.:15A.M.M.

End PersonalEnd Personal




PositivePositive..

Pissed Pissed Off* **Off* **

*As in “I’m pissed off and I’m not gonna take it any more …”*As in “I’m pissed off and I’m not gonna take it any more …”

**Innovation Stems from **Innovation Stems from IrritationIrritation (Re-imagining Results from (Re-imagining Results from

RageRage))

PissePissedd

Off* Off* ****

*As in “I’m pissed off and I’m not gonna take it any more …”*As in “I’m pissed off and I’m not gonna take it any more …”

**Innovation Stems from **Innovation Stems from IrritationIrritation (Re-imagining Results from (Re-imagining Results from RageRage))

““Dreaming,” necessary, Dreaming,” necessary, or not? or not?

TP, personal: “dream” = TP, personal: “dream” = concrete, practical concrete, practical

imaginings about the imaginings about the opposite of things that opposite of things that piss me off piss me off (TP “advantages”: low(TP “advantages”: low

boiling point, long memory, dogged determination) boiling point, long memory, dogged determination)

Michael Porter:Michael Porter: “I’ve “I’ve been thinking …”been thinking …”

TP:TP: “I’m mad as “I’m mad as hell, and I’m not hell, and I’m not going to take it going to take it

anymore”anymore”

Innovation:Innovation:

GetGet madmad.. Start Start

DoingDoing

somethingsomething

about it. about it. NowNow..

F(Anger/Passion)F(Anger/Passion) >>>> >>>> f(Pushback f(Pushback from Threatened from Threatened

Fat-cats & Fat-cats & Bureau-crats)Bureau-crats)


pissed offpissed off. .



PositivePositive..

““You can’t be a serious You can’t be a serious innovator unless and until innovator unless and until you are ready, willing and you are ready, willing and

able to seriously play. able to seriously play. ‘‘Serious playSerious play’ is not an ’ is not an

oxymoron; it is the oxymoron; it is the essenceessence of of innovationinnovation.” .” —Michael Schrage,—Michael Schrage, Serious PlaySerious Play

SERIOUS SERIOUS PLAYPLAY

try it. Try it. Try it. try it. Try it. Try it. Try it. Try it. Try it.Try it. Try it. Try it.

Try it. Try it. Try it. Try it. Screw it Screw it up.up. Try it. Try it. Try Try it. Try it. Try

it. Try it. Try it. Try it. it. Try it. Try it. Try it. Try it. Try it. Screw it up.Screw it up. it. it.

Try it. Try it. try it. Try it. Try it. try it. Try it.Try it. Screw it up.Screw it up. Try it. Try it. Try it. Try it. Try it. Try it.

READY.READY.FIRE!FIRE!AIM.AIM.

Ross Perot (vs “Aim! Aim! Aim!” /EDS vs GM/1985)

S.A.S.A.V.V.

“This is so simple it sounds stupid, but it is amazing how few oil people really

understand that you only you only find oil if you find oil if you drill wellsdrill wells.. You may

think you’re finding it when you’re drawing maps and

studying logs, but you have to drill.”

Source: The Hunters, by John Masters, Canadian O & G wildcatter

““Fail .Fail . Forward. Forward.

Fast.”Fast.”High Tech CEO, Pennsylvania

““Fail faster. Fail faster. Succeed Succeed Sooner.”Sooner.”

David Kelley/IDEO

““You miss You miss

100100%% of of the shots you the shots you never take.”never take.”

—Wayne—Wayne GretzkyGretzky




PositivePositive..

““This [adolescent] incident [of getting from point A to point B] is notable This [adolescent] incident [of getting from point A to point B] is notable not only because it underlines Grant’s fearless horsemanship and his not only because it underlines Grant’s fearless horsemanship and his

determination, but also it is the first known example of a very important determination, but also it is the first known example of a very important

peculiarity of his characterpeculiarity of his character:: Grant had an Grant had an extreme, almost phobic extreme, almost phobic dislike of turning back dislike of turning back

and retracing his steps.and retracing his steps. If he If he

set out for somewhere, he would get there somehow, whatever the set out for somewhere, he would get there somehow, whatever the difficulties that lay in his way. This idiosyncrasy would turn out to be one difficulties that lay in his way. This idiosyncrasy would turn out to be one the factors that made him such a formidable general. Grant would always, the factors that made him such a formidable general. Grant would always,

always press on—turning back was not an option for him.”always press on—turning back was not an option for him.”

—Michael Korda, Ulysses Grant

RelentlessRelentless:: “One of “One of

my superstitions had always been my superstitions had always been when I started to go anywhere or when I started to go anywhere or

to do anything,to do anything, notnot to to turnturn backback ,, or stop, or stop,

until the thing intended was until the thing intended was accomplished.”accomplished.” —Grant

““incredible incredible power of power of

endurance”endurance” ——

ppolitical colleague, on Nicolas Sarkozy, repeatedly written off by the olitical colleague, on Nicolas Sarkozy, repeatedly written off by the public andpublic and

the celestial powers of French politics ( the celestial powers of French politics (FTFT, 0515.07), 0515.07)

Success =Success =

Elizabeth Cady StantonElizabeth Cady Stanton (1815-1902(1815-1902)), , Lucretia Mott, Martha Wright,Lucretia Mott, Martha Wright,

Mary Ann McClintock, Jane Hunt Mary Ann McClintock, Jane Hunt (07.13.1848/Seneca falls ny) (07.13.1848/Seneca falls ny)

++7272 years, years, 11 month, month, 55 daysdays (08.18.1920/nashville tn) (08.18.1920/nashville tn)

““Success seems to Success seems to be largely a be largely a

mattermatter

of of hanginghanging onon after others after others have let go.”have let go.” —William —William

Feather, authorFeather, author

Re-Re-lentlent-less-less

25252,5002,500

63634848

5,000,0005,000,0002,500,0002,500,000

1515



PERSISTENCEPERSISTENCE..


PositivePositive..

Leaders Understand:

Brand Brand = =

Talent.Talent.

““Leaders Leaders

‘‘dodo’’ people. people.

Period.”Period.” —Anon.



it. They it. They revel revel in the in the talent of others.”talent of others.”

—Warren Bennis & Patricia Ward Biederman, Organizing Genius

PARC’s Bob Taylor:

“Connoisseu“Connoisseur r

of Talent”of Talent”

“We believe companies can increase their market cap 50 percent in 3 years. Steve Macadam at Georgia-

Pacific … changed 2020 of his

4040 box plant managers to put more talented,

higher paid managers in charge. He increased profitability from

$$2525 million to $$8080 million in 22

years.”

—Ed Michaels, War for Talent

< CAPEX< CAPEX> People!> People!

A review of Jack and Suzy Welch’s A review of Jack and Suzy Welch’s WinningWinning claims there are but claims there are but two key differentiators that set GE “culture” apart from the herd:two key differentiators that set GE “culture” apart from the herd:

FirstFirst:: Separating financial forecasting and performance Separating financial forecasting and performance measurement.measurement. Performance measurement based, as it usually is, on budgeting Performance measurement based, as it usually is, on budgeting leads to an epidemic of gaming the system. GE’s performance measurement is leads to an epidemic of gaming the system. GE’s performance measurement is divorced from budgeting—and instead reflects how you do relative to your past divorced from budgeting—and instead reflects how you do relative to your past performance and relative to competitors’ performance; i.e., it’s about how you performance and relative to competitors’ performance; i.e., it’s about how you actually do in the context of what happened in the real world, not as compared to a actually do in the context of what happened in the real world, not as compared to a gamed-abstract plan developed last year. gamed-abstract plan developed last year.

Second: Putting Putting HRHR on a par with on a par with finance and finance and marketing.marketing.

Our Mission

To develop and manage To develop and manage talent;talent;

to apply that talent,to apply that talent,throughout the world, throughout the world,

for the benefit of clients;for the benefit of clients;to do so in partnership; to do so in partnership;

to do so with profit.to do so with profit.

WPP

““Leaders Leaders

‘‘SERVESERVE’’ people. people.

Period.”Period.” —Anon.

Servant LeadershipServant Leadership/Robert Greenleaf/Robert Greenleaf

1. 1. Do those served grow asDo those served grow as persons?persons? 2. 2. Do they, while being served, Do they, while being served,

become healthier wiser, freer, become healthier wiser, freer, more autonomous, more likely more autonomous, more likely themselves to become servants?themselves to become servants?

CauseCause (worthy of commitment)(worthy of commitment)

SpaceSpace (room for/encouragement(room for/encouragement

for initiative) for initiative)

DecencyDecency (respect, (respect,

humane)humane)

““The The [Union senior][Union senior] officers rode past the officers rode past the Confederates smugly without any sign Confederates smugly without any sign of recognition except by one. ‘When of recognition except by one. ‘When

General GrantGeneral Grant reached the line of reached the line of ragged, filthy, bloody, despairing ragged, filthy, bloody, despairing

prisoners strung out on each side of prisoners strung out on each side of the bridge, he lifted his hat and held it the bridge, he lifted his hat and held it over his head until he passed the last over his head until he passed the last man of that living funeral cortege. He man of that living funeral cortege. He was the only officer in that whole train was the only officer in that whole train

who recognized us as being on the who recognized us as being on the face of the earth.’*”face of the earth.’*”

*quote within a quote from diary of a Confederate soldier

““Sorry, I’ve got Sorry, I’ve got to go—the HR to go—the HR people get on people get on

me if I don’t go me if I don’t go do my ‘shake do my ‘shake

hands-chat up’ hands-chat up’ duty”duty” —president, large division —president, large division

of large company in the _______ industryof large company in the _______ industry

““I have always I have always believed that the believed that the

purpose of the purpose of the corporation is to be corporation is to be

a blessing to the a blessing to the employees.”employees.” —Boyd Clarke —Boyd Clarke



PERSISTENCEPERSISTENCE..PEOPLEPEOPLE. .

PeculiarPeculiar..PotentPotent..

PositivePositive..

We We becomebecome who we hang who we hang

out with out with

Measure “Strangeness”/Portfolio QualityMeasure “Strangeness”/Portfolio Quality

StaffStaffConsultantsConsultants

VendorsVendorsOut-sourcing Partners Out-sourcing Partners (#, Quality)(#, Quality)

Innovation Alliance PartnersInnovation Alliance PartnersCustomersCustomers

Competitors Competitors (who we “benchmark” against)(who we “benchmark” against)

Strategic Initiatives Strategic Initiatives Product Portfolio Product Portfolio (LineEx v. Leap)(LineEx v. Leap)

IS/IT ProjectsIS/IT ProjectsHQ LocationHQ LocationLunch MatesLunch Mates

LanguageLanguageBoardBoard

““Diverse groups of problem solvers—Diverse groups of problem solvers—groups of people with diverse tools—groups of people with diverse tools—

consistently outperformed groups of the consistently outperformed groups of the best and the brightest. If I formed two best and the brightest. If I formed two

groups, one random (and therefore groups, one random (and therefore diverse) and one consisting of the best diverse) and one consisting of the best individual performers, the first group individual performers, the first group

almost always did better. … almost always did better. …

DiversityDiversity trumped trumped abilityability.”.” —Scott Page, —Scott Page, The Difference: How The Difference: How

the Power of Diversity Creates Better Groups,the Power of Diversity Creates Better Groups, Firms, Schools, and Societies Diversity Firms, Schools, and Societies Diversity

The “Hang Out Axiom”:The “Hang Out Axiom”: At its core, At its core, evereveryy (!!!) (!!!)

relationship-partnership relationship-partnership decision (employee, decision (employee,

vendor, customer, etc)vendor, customer, etc) is a is a stratestrateggicic decision decision

about: about:

“Innovate,“Innovate, ‘Yes’ or ‘Yes’ or ‘No’‘No’ ” ”

Why Do I love Freaks?

(1) Because when Anything Interesting happens … it was (1) Because when Anything Interesting happens … it was a a freakfreak who did it. (Period.) who did it. (Period.) (2) (2) FreaksFreaks are fun. (Freaks are also a pain.) (Freaks are are fun. (Freaks are also a pain.) (Freaks are never boring.) never boring.) (3) We need (3) We need freaksfreaks. Especially in freaky times. (Hint: . Especially in freaky times. (Hint: These are freaky times, for you & me & the CIA & the These are freaky times, for you & me & the CIA & the Army & Avon.) Army & Avon.) (4) A critical mass of (4) A critical mass of freaks-in-our-midstfreaks-in-our-midst automatically make us-who-are-not-so-freaky at least automatically make us-who-are-not-so-freaky at least somewhat more freaky. (Which is a Good Thing in freaky somewhat more freaky. (Which is a Good Thing in freaky times—see immediately above.) times—see immediately above.) (5)(5) FreaksFreaks are the only (ONLY) ones who succeed—as are the only (ONLY) ones who succeed—as in, make it into the history books. in, make it into the history books. (6) (6) FreaksFreaks keep us from falling into ruts. (If we listen to keep us from falling into ruts. (If we listen to them.) (We seldom listen to them.) (Which is why most them.) (We seldom listen to them.) (Which is why most organizations are in ruts. Make that chasms.)organizations are in ruts. Make that chasms.)

““Normal” Normal”

= = “o “o forfor 800”800”

“The The Bottleneck Bottleneck

Is at the Top Is at the Top of the of the

Bottle”Bottle”“Where are you likely to find people with the least diversity of

experience, the largest investment in the past, and the greatest reverence for industry dogma:

AtAt thethe totop!”p!”

— Gary Hamel/Harvard Business Review

Keep Austin Keep Austin WeirdWeird

““Companies like Companies like Motorola need cash Motorola need cash to innovate, not just to innovate, not just to set buybacks in to set buybacks in

motion.”motion.” —BW, 0409.07—BW, 0409.07



PERSISTENCEPERSISTENCE..PEOPLEPEOPLE. . PeculiarPeculiar..

PotentPotent..PositivePositive..

The greatest dangerThe greatest dangerfor most of usfor most of us

is not that our aim isis not that our aim istoo hightoo high

and we miss it,and we miss it,but that it isbut that it is

too lowtoo lowand we reach it.and we reach it.

Michelangelo

Kevin Roberts’ Credo

11. Ready. Fire! Aim.. Ready. Fire! Aim.2. If it ain’t broke ... Break it!2. If it ain’t broke ... Break it!3. Hire crazies.3. Hire crazies.4. Ask dumb questions.4. Ask dumb questions.5. Pursue failure.5. Pursue failure.6. Lead, follow ... or get out of the way!6. Lead, follow ... or get out of the way!7. Spread confusion.7. Spread confusion.8. Ditch your office.8. Ditch your office.9. Read odd stuff.9. Read odd stuff.

10. Avoid moderationAvoid moderation!!

The Re-imaThe Re-imaggineer’s Credo … or, Pitineer’s Credo … or, Pityy the Poor Brown the Poor Brown**

Technicolor TimesTechnicolor Times demand … demand …Technicolor Leaders and BoardsTechnicolor Leaders and Boards who recruit … who recruit …

Technicolor PeopleTechnicolor People who are then sent on … who are then sent on …Technicolor QuestsTechnicolor Quests to execute … to execute …

Technicolor (WOW!) ProjectsTechnicolor (WOW!) Projects in partnership with … in partnership with …Technicolor CustomersTechnicolor Customers and … and …

Technicolor SuppliersTechnicolor Suppliers all in pursuit of … all in pursuit of …Technicolor Goals and AspirationsTechnicolor Goals and Aspirations fit for … fit for …

TechTechninicolcoloror Times. Times.

*WSC*WSC

"The reasonable man adapts The reasonable man adapts himself to the world. The himself to the world. The

unreasonable one persists in unreasonable one persists in trying to adapt the world to trying to adapt the world to

himself. Therefore, all himself. Therefore, all progress depends upon the progress depends upon the unreasonable man.”unreasonable man.” —GB Shaw,

Man and Superman: The Revolutionists' Handbook.

““Never doubt that a Never doubt that a small group of small group of

committed people can committed people can change the change the

world. world. Indeed it isIndeed it is the only thing that the only thing that ever has.”ever has.” —Margaret Mead

eliot + 7eliot + 7

““Do one Do one thing every thing every

day that day that scares you.”scares you.”

—Eleanor Roosevelt

““If I had any epitaph that I If I had any epitaph that I would rather have more than would rather have more than any other, it would be to say any other, it would be to say

that I hadthat I had … …disturbed disturbed the sleep of my the sleep of my

generation.”generation.” —Adlai Stevenson—Adlai Stevenson

““In Tom’s world, it’s In Tom’s world, it’s always better to try always better to try

a swan dive and a swan dive and deliver a colossal deliver a colossal belly flop than to belly flop than to

step timidly off the step timidly off the board while holding board while holding

your nose.”your nose.” ——Fast CompanyFast Company

/October2003/October2003




PositivePositive..

On NELSON: “[other] “[other] admirals more admirals more frightened of frightened of losing than losing than

anxious to win”anxious to win”

??? Redux: Quiet, humble …??? Redux: Quiet, humble …

“He was a bully, a “He was a bully, a braggart, and a rebel braggart, and a rebel with a big chip on his with a big chip on his shoulder. They would shoulder. They would never have made it never have made it

without him.”without him.” ——TimeTime, 0507.07, on Capt , 0507.07, on Capt

John Smith and the 400John Smith and the 400thth anniversary of Jamestown anniversary of Jamestown

Quiet, Humble …Quiet, Humble …

Unrelenting ambitionUnrelenting ambitionAvid pursuit of wealthAvid pursuit of wealth

CharismaticCharismatic

Source: David Stewart, Source: David Stewart, The Summer of 1787The Summer of 1787

““Our whole Our whole story is story is growing growing

revenue.”revenue.” —Vernon Hill (Top-line driven; standard —Vernon Hill (Top-line driven; standard

is bottom-line driven by cost cutting)is bottom-line driven by cost cutting)

The Commerce Bank ModelThe Commerce Bank Model

“cost cutting “cost cutting is a death is a death spiral.”spiral.”

Source: Source: Fans! Not customers. How Commerce Bank Fans! Not customers. How Commerce Bank Created a Super-growth Business in a No-growth Created a Super-growth Business in a No-growth

IndustryIndustry, Vernon Hill & Bob Andelman, Vernon Hill & Bob Andelman

P P == RR –– CC




PositivePositive..

““Excellence can be obtained if you:Excellence can be obtained if you: ... care more than others think is wise; ... care more than others think is wise; ... risk more than others think is safe; ... risk more than others think is safe; ... dream more than others think ... dream more than others think is practical;is practical; ... expect more than others think ... expect more than others think is possible.”is possible.”

Source: Anon. (Posted @ tompeters.com by K.Sriram, November 27, 2006 1:17 AM)

"Life is not a journey to the grave with the intention of arriving safely in one pretty

and well preserved piece, but to skid across the line

broadside, thoroughly used up, worn out, leaking oil,

shouting ‘GERONIMO!’GERONIMO!’ ” —Bill McKenna, professional motorcycle racer

(Cycle magazine 02.1982)

Ger-Ger-onon-i--i-momo!!

““You do not merely want to You do not merely want to

be the best of the best.be the best of the best. You want to be You want to be considered the considered the

only ones who do only ones who do what you dowhat you do.” .” —Jerry

Garcia

EXEXCELLE CELLE ALWALWAYSAYS..THE.THE.END.END.

Part eightPart eightlistslists

EXCELLENCE. EXCELLENCE. ALWAYS.ALWAYS.

Lists.Lists.Irreducible209+Irreducible209+

0513.20070513.2007

TheThe Irreducible209+Irreducible209+Them-UsThem-Us

One Word+One Word+The Cup ChallengeThe Cup Challenge

Think-DOThink-DOThe Sales122The Sales122

New “C-levels”New “C-levels”“Personal”“Personal”

60TIBs60TIBsTom-Tom-AA-to, Tom--to, Tom-ahah-to-to

TheThe Irreducible209Irreducible209

A frustrated participant at a seminar for investment bankers in Mauritius listened impatiently to my explanation of differences of

opinion among me, Mike Porter, Gary Hamel, Jim Collins, etc. Finally,

he’d had enough. “What, if “What, if anything,” he anything,” he

asked, “do you asked, “do you believe ‘for sure’?”believe ‘for sure’?” I mumbled something, but his query started rumbling around in my

mind. Three days later, wandering on a Sunday in London, the idea of “the irreducibles” occurred to

me—and I started jotting down notes on stuff I do indeed believe “for sure.” Before I knew it, a few days later, the list had grown to

209209 items. Hence “The Irreducible209” that follows.

Tom Peters

1. 1. Hare 1, Tortoise 0.Hare 1, Tortoise 0. (Hare-y times.) (Hare-y times.)2. 2. Tempo.Tempo. (O.O.D.A.) (O.O.D.A.)3. 3. MBWA.MBWA.4. 4. Appreciation.Appreciation. (“Motivator” #1.) (“Motivator” #1.) (Can’t be faked. Good.)(Can’t be faked. Good.)5. 5. Decency.Decency.6. Hurry.6. Hurry.7. Time out.7. Time out.8. One matters. 8. One matters. 9. 9. Big change. Short time.Big change. Short time. (Alt not work.) (Alt not work.)10. Excellence. Always.10. Excellence. Always.11. 11. Passion. Energy. Hustle. Passion. Energy. Hustle. Enthusiasm.Enthusiasm. Exuberance.Exuberance. (Move mountains. No (Move mountains. No alt.)alt.)12. You must care.12. You must care.13. Emotion.13. Emotion.14. 14. Hard is soft.Hard is soft. (Soft is hard.) (Soft is hard.)

15. Men. Women. Different. Contend. Connect.15. Men. Women. Different. Contend. Connect.16. Women. Buy. All. (RU listening?)16. Women. Buy. All. (RU listening?)17. Quality. (“Mind-blowing.” Beyond 6-Sigma.)17. Quality. (“Mind-blowing.” Beyond 6-Sigma.)18. 18. Re-invent. Re-pot.Re-invent. Re-pot. (Required.) (Required.)19. Jaywalk.19. Jaywalk.20. Big change. Small # of people. (Always.)20. Big change. Small # of people. (Always.)21. 21. Experiment. Now.Experiment. Now.22. Failure. Normal. 22. Failure. Normal. 23. 23. Most failures, most success. Most failures, most success. (Fail. Forward. Fast.) (Fail. Forward. Fast.) 24. 24. “Reward excellent failures. Punish“Reward excellent failures. Punish mediocre successes.”mediocre successes.”25. Women leaders. (Altered times.) 25. Women leaders. (Altered times.) 26. Extremism. (Good business. Bad politics.)26. Extremism. (Good business. Bad politics.)27. Innovation source. Only. Extreme irritation.27. Innovation source. Only. Extreme irritation.28. Smile.28. Smile.

29. You must care.29. You must care.30. Mentor. (Highest ROI.)30. Mentor. (Highest ROI.)31. 31. Best “roster” wins.Best “roster” wins.32. 32. Wow.Wow. (Okay in biz.) (Okay in biz.)33. We all have customers. (Biz. Personal.)33. We all have customers. (Biz. Personal.)34. 34. All contacts = Experiences.All contacts = Experiences.35. Cirque du Soleil. (Peerless.)35. Cirque du Soleil. (Peerless.)36. 36. Leaders create space for growth.Leaders create space for growth.37. 37. Quests.Quests. (Only.) (Only.)38. High aspirations, “high” results. 38. High aspirations, “high” results. (Self-fulfilling prophecy.)(Self-fulfilling prophecy.)39. 39. Attitude 1, Skills 0.Attitude 1, Skills 0. (Mostly.) (Mostly.) (Attitude 1, Skill 0.3?)(Attitude 1, Skill 0.3?)40. Sometimes: Skill 1, Attitude 0.1.40. Sometimes: Skill 1, Attitude 0.1.41. Must “love,” not “like.”41. Must “love,” not “like.”42. Wegmans.” (No excuses. “Mere” groceries.)42. Wegmans.” (No excuses. “Mere” groceries.)43. Less than your best. Cheating.43. Less than your best. Cheating.

44. Brand You. (No alt.)44. Brand You. (No alt.)45. Self-sufficiency. (Biggest LT turn-on.)45. Self-sufficiency. (Biggest LT turn-on.)46. In the moment.46. In the moment.47. The moment wins.47. The moment wins.48. 48. Tomorrow = Never.Tomorrow = Never. 49. 49. Action 1, Plan 0.1.Action 1, Plan 0.1.50. “Execution” can be a “system.”50. “Execution” can be a “system.”51. 51. Realism.Realism.52. 52. Own up. Move on.Own up. Move on.53. 53. Accountability.Accountability.54. 54. Work hard > Work smart.Work hard > Work smart. (Mostly.) (Mostly.)55. Feedback. Necessary. Fast. (R.F.A. in55. Feedback. Necessary. Fast. (R.F.A. in “ “RFA times.”)RFA times.”)56. 56. Customers. Listen. Lead.Customers. Listen. Lead. (Paradox.) (Paradox.)57. “On stage.” Always. (GW, FDR, RG =57. “On stage.” Always. (GW, FDR, RG = Supreme actors.)Supreme actors.)

58. Master statistical analysis.58. Master statistical analysis.59. Excellence = Set the table.59. Excellence = Set the table.60. Legacy. (Will it have mattered?)60. Legacy. (Will it have mattered?)61. 61. “Great.”“Great.” (Why not?) (Why not?)62. Radicals rule. (Think … Olympics.)62. Radicals rule. (Think … Olympics.)63. !!! = Good.63. !!! = Good.64. Red 1, Brown 0. (Red times.)64. Red 1, Brown 0. (Red times.)65. Talk. Listen. (“Big 2.” Master.)65. Talk. Listen. (“Big 2.” Master.)66. Politics. (Normal-inevitable state66. Politics. (Normal-inevitable state of affairs. Master.)of affairs. Master.)67. 67. Student. Forever.Student. Forever.68. 68. “Why?”“Why?” (Question #1.) (Question #1.)69. Don’t belittle.69. Don’t belittle.70. 70. Respect.Respect.71. All we have: this moment.71. All we have: this moment. (“Moments matter most”?) (“Moments matter most”?) 72. Now. (Procrastination. Death.)72. Now. (Procrastination. Death.)

73. Exercise.73. Exercise.74. Paint. (Leader. Portraits of Excellence.)74. Paint. (Leader. Portraits of Excellence.)75. 75. Best story wins.Best story wins.76. 76. “You must be the change you wish“You must be the change you wish to see in the world.”to see in the world.”77. 77. Two “big ones.” Max.Two “big ones.” Max. (Priorities.)(Priorities.)78. No “I” in Team. (“I” in Win.)78. No “I” in Team. (“I” in Win.)79. “I” in Win. (No “I” in Team.)79. “I” in Win. (No “I” in Team.)80. 80. Different 1, Better 0.Different 1, Better 0. (Better = 0.1) (Better = 0.1)81. Imitation = Mistake. (Learn, from who?)81. Imitation = Mistake. (Learn, from who?)82. Choose/battle the “right” competitor.82. Choose/battle the “right” competitor.83. Schools. Creativity. Entrepreneurship.83. Schools. Creativity. Entrepreneurship. (Not.)(Not.)84. MBAs. Creativity. Entrepreneurship. 84. MBAs. Creativity. Entrepreneurship. Leadership. (Not.)Leadership. (Not.)85. 85. Design. Under-rated. Wildly.Design. Under-rated. Wildly. (Still.) (Everything.)(Still.) (Everything.)

86. 86. You = Calendar.You = Calendar. (Calendar. Never. Lies.) (Calendar. Never. Lies.)87. 87. Laugh.Laugh.88. Handshake. (Quantity. Quality.)88. Handshake. (Quantity. Quality.)89. Don’t fold your hands in front of your89. Don’t fold your hands in front of your

chest. Ever. (Never.) chest. Ever. (Never.)90. 90. Grace.Grace. (“Works” in biz.) (“Works” in biz.)91. 91. Weird. Wins.Weird. Wins. (Weird times.) (Weird times.)92. Crazy times. Crazy orgs.92. Crazy times. Crazy orgs.93. Internet. All.93. Internet. All.94. Women. Boomers-Geezers. Market. All.94. Women. Boomers-Geezers. Market. All.95. Passion. (Repeat. So what?)95. Passion. (Repeat. So what?)96. Energy. (Repeat. So what?)96. Energy. (Repeat. So what?)97. Hustle. (Repeat. So what?)97. Hustle. (Repeat. So what?)98. Enthusiasm. (Repeat. So what?)98. Enthusiasm. (Repeat. So what?)99. Exuberance. (Repeat. So what?)99. Exuberance. (Repeat. So what?)100. Smile. (Repeat. So what?)100. Smile. (Repeat. So what?)101. Care. (Repeat. So what?)101. Care. (Repeat. So what?)

102. 102. Simplicity. Redundancy. Resilience. Bloody-Simplicity. Redundancy. Resilience. Bloody- mindedness. Visible optimism.mindedness. Visible optimism. (Success.)(Success.) 103. Act. (Repeat. So what?) 103. Act. (Repeat. So what?) 104. Appreciate. (Repeat. So what?)104. Appreciate. (Repeat. So what?)105. 105. Fun.Fun. (Biz. Why not?) (Biz. Why not?)106. Joy. (Biz. Why not?)106. Joy. (Biz. Why not?)107. 107. Sales = Life.Sales = Life.108. Marketing = Life.108. Marketing = Life.109. 109. Long-term. “Top line.” c.r.o.Long-term. “Top line.” c.r.o.110. 110. Great company = Creates the mostGreat company = Creates the most individual success stories.individual success stories. (RE/MAX) (RE/MAX)111. Talent first, performance byproduct.111. Talent first, performance byproduct.112. Sustained Wow* 1, “Shareholder112. Sustained Wow* 1, “Shareholder value,” 0.2 (*Product, People.)value,” 0.2 (*Product, People.)113. 113. Commitment. by invitation only.Commitment. by invitation only.114. 114. Creativity. by invitation only. Creativity. by invitation only. 115. 115. HR = #1.HR = #1. (Ought to.) (Ought to.)

116. 116. Face-to-face.Face-to-face. (5K miles, 5 minutes.) (5K miles, 5 minutes.) 117. Negotiation. Make all winners.117. Negotiation. Make all winners. (Save face.)(Save face.)118. Grace makes enemies friends.118. Grace makes enemies friends.119. Network.119. Network.120. 120. Invest in relationships. (Think Invest in relationships. (Think ROIRROIR.. Return On Investment inReturn On Investment in Relationships.)Relationships.)118. Relationship investment. Forethought.118. Relationship investment. Forethought. Calendar item. Intensity.Calendar item. Intensity.119. Innovation. Easy. (Hang out119. Innovation. Easy. (Hang out with weird.)with weird.)120. Weird = Win. (Weird times.)120. Weird = Win. (Weird times.)121. “The bottleneck is at the top121. “The bottleneck is at the top of the bottle.”of the bottle.”122. Good Board = Weird Board. 122. Good Board = Weird Board. (At least, surprising.)(At least, surprising.)123. 123. No contention, no progress.No contention, no progress.

R.O.I.R.R.O.I.R.*

*Return On Investment In Relationships

124. “Crucial conversations.” “Crucial124. “Crucial conversations.” “Crucial confrontations.” (Study. Learn. Do.)confrontations.” (Study. Learn. Do.)125. Honest feedback.125. Honest feedback.126. Gaspworthy. Yes. 126. Gaspworthy. Yes. 127. 127. “Insanely great.”“Insanely great.”128. “Astonish me.”128. “Astonish me.”129. “Make it immortal.”129. “Make it immortal.”130. “Will you remember it in 20 years?”130. “Will you remember it in 20 years?”131. No small opportunities. (Reframe.)131. No small opportunities. (Reframe.)132. One playmate, one playpen = Enough.132. One playmate, one playpen = Enough.133. End run. Sensible.133. End run. Sensible.134. Allies are there for the finding.134. Allies are there for the finding.135. Find successes. Build on successes.135. Find successes. Build on successes. (Pos > Neg. Encourage > Fix.)(Pos > Neg. Encourage > Fix.)136. Somebody’s doing it today. Find ’em.136. Somebody’s doing it today. Find ’em.137. 137. Someone is living 2016 in 2006.Someone is living 2016 in 2006. (Find ’em. Study ’em.)(Find ’em. Study ’em.)

138. 138. Don’t “benchmark.” “futuremark.” Don’t “benchmark.” “futuremark.” 139. “PMA.” It works. (Positive. Mental.139. “PMA.” It works. (Positive. Mental. Attitude.)Attitude.)140. There are no experts. (You are the expert.)140. There are no experts. (You are the expert.)141. Life is short. 141. Life is short. 142. “Sustained success.” Fat chance.142. “Sustained success.” Fat chance. Make today matter. (“Sustained.” Ha.)Make today matter. (“Sustained.” Ha.)143. Collaborate. (Networked world.)143. Collaborate. (Networked world.)144. Go solo. (Individual. Unit of 144. Go solo. (Individual. Unit of Intellectual Capital.)Intellectual Capital.)145. 145. There are no “perfect” plans.There are no “perfect” plans. (Do. Wins.) (Do. Wins.)146. Plans motivate. (Right or wrong. 146. Plans motivate. (Right or wrong. Sense of purpose.)Sense of purpose.)147. Never rest.147. Never rest.148. Get some sleep.148. Get some sleep.149. Winning = Embracing paradox.149. Winning = Embracing paradox.150. 150. Ambiguity = Opportunity.Ambiguity = Opportunity.

151. Resilience.151. Resilience.152. 152. Relentless-ness.Relentless-ness.153. 153. None. Above. Comeuppance. None. Above. Comeuppance. No. “ultimate.” “business model.”No. “ultimate.” “business model.” (GM. Sears. U.S. Steel. DEC.)(GM. Sears. U.S. Steel. DEC.)154. Be yourself. Period.154. Be yourself. Period.155. Never work with jerks. Including155. Never work with jerks. Including customers. (Life. Too short.)customers. (Life. Too short.)156. 156. Under-promise, over-deliver.Under-promise, over-deliver.157. Talent. (Powerful word.)157. Talent. (Powerful word.)158. “Customer = Anyone whose actions158. “Customer = Anyone whose actions affect your results.”affect your results.”159. Competition stinks. (Seek the soft159. Competition stinks. (Seek the soft spots where you can dominate.)spots where you can dominate.)160. 160. K.I.S.S./Keep It Simple, Stupid.K.I.S.S./Keep It Simple, Stupid.161. 161. BeautyBeauty. (Good biz word.). (Good biz word.)162. “See the beauty in a hamburger bun.”162. “See the beauty in a hamburger bun.” (Go. Ray.)(Go. Ray.)

163. Own up. Quick. ( Denial. Cancer.)163. Own up. Quick. ( Denial. Cancer.)164. 164. Celebrate. Often.Celebrate. Often.165. 165. 78 people = 78 approaches.78 people = 78 approaches. (Each. Unique.) (Each. Unique.)166. 166. Weed. Ceaselessly.Weed. Ceaselessly. (Prune. Stupid. (Prune. Stupid. Rules. Non-stop.) Rules. Non-stop.)167. 167. Get out of the way.Get out of the way. (You = The problem.) (You = The problem.)168. Smile. Sunny. Optimism. (If it kills you.)168. Smile. Sunny. Optimism. (If it kills you.)169. Flowers. (Cheery workplace.)169. Flowers. (Cheery workplace.)170. Enjoy. (Or get the hell.)170. Enjoy. (Or get the hell.)171. 171. Be intolerant of “sour.”Be intolerant of “sour.” (1 = Major pollution) (1 = Major pollution)172. No “quick trigger” on promotion.172. No “quick trigger” on promotion. (Too important.) (Too important.)173. Evaluation = Lots of study-time.173. Evaluation = Lots of study-time.174. Evaluation = “Life or death” to evaluee.174. Evaluation = “Life or death” to evaluee.175. “360” evaluation. No fad.175. “360” evaluation. No fad.176. 176. Exit when you’re done.Exit when you’re done. (Done. (Done. Sooner than you think.) Sooner than you think.)

177. Today. Now. My Project. Am. Is. I. Period.177. Today. Now. My Project. Am. Is. I. Period.178. “Beautiful” systems. (Good biz phrase.178. “Beautiful” systems. (Good biz phrase. Not oxymoron.)Not oxymoron.)179. 179. Build on strengths > Fix weaknesses.Build on strengths > Fix weaknesses.180. 180. “To don’t” = “To do.”“To don’t” = “To do.” (“To don’t” > (“To don’t” > “ “To do” ?)To do” ?)181. 181. Leaders “Do” People.Leaders “Do” People. (Period.) (Period.)182. 182. Leaders enjoy leading.Leaders enjoy leading.183. 183. Serious leadership training = Serious.Serious leadership training = Serious.184. Priorities. Obvious. (Or else.)184. Priorities. Obvious. (Or else.)185. 5 “Priorities” = 0 Priorities. 185. 5 “Priorities” = 0 Priorities. (3 “Priorities” = 0 Priorities?)(3 “Priorities” = 0 Priorities?)186. People. First. Last. Always.186. People. First. Last. Always.187. It. Is. Always. The. People.187. It. Is. Always. The. People.

188. 188. Handshake.Handshake. (Quantity. Quality.)(Quantity. Quality.)189. Don’t fold your hands in front of189. Don’t fold your hands in front of your chest. Ever. (Never.) your chest. Ever. (Never.)190. 190. Simplicity. Redundancy. Resilience.Simplicity. Redundancy. Resilience. Bloody-mindedness. Visible Bloody-mindedness. Visible optimism. optimism. (Success.) (Repeat.) (Success.) (Repeat.)191. 191. Employee Entrance = Guest Employee Entrance = Guest Entrance. Entrance.192. 192. Put the customer … Put the customer … SECONDSECOND.. (Thanks, Hal.) (Thanks, Hal.)193. Flowers. (Or did I say that before?193. Flowers. (Or did I say that before? No matter if I did.) No matter if I did.)194. Big Mergers don’t work. Small194. Big Mergers don’t work. Small acquisitions can/do work—if you acquisitions can/do work—if you don’t screw with their energy. don’t screw with their energy.

195. 195. Instinctively “head for the frontInstinctively “head for the front line.” line.” (In all contexts.) (In all contexts.)196. 196. Success = DDMMPR/"D-squared, Success = DDMMPR/"D-squared, M-squared, PR” = M-squared, PR” = DDramramDDiff + iff + MMoney-Financial Acumen + Goodoney-Financial Acumen + Good “ “MMarketing” Instincts + Stellar arketing” Instincts + Stellar PPeopleeople + + RResilienceesilience (The “fab five”: What. (The “fab five”: What. Every. Small. Biz. Needs.) (Big too.)Every. Small. Biz. Needs.) (Big too.)197. Core Mechanism (“Game-changing197. Core Mechanism (“Game-changing Solutions”): PSF (Professional ServiceSolutions”): PSF (Professional Service Firm “model”) + Wow! ProjectsFirm “model”) + Wow! Projects (“Different” vs “Better”) + Brand You (“Different” vs “Better”) + Brand You (“Distinct” or “Extinct”) (“Distinct” or “Extinct”)198. 2011/2016 has already happened.198. 2011/2016 has already happened. Find it.Find it.

199. 199. Kids “know” kids. Oldies “know” oldies.Kids “know” kids. Oldies “know” oldies. Women “know” women. Women “know” women. (Staff (Staff accordingly.)accordingly.)200. 200. Everybody is my customer.Everybody is my customer.201. 201. Cosset “vendors.”Cosset “vendors.”202. I want to run a Housekeeping department.202. I want to run a Housekeeping department. (And you?) (And you?)203. The military doesn’t follow the “military203. The military doesn’t follow the “military model.” (Initiative = Excellence.) model.” (Initiative = Excellence.)204. 204. No such thing as “going to absurd lengths”No such thing as “going to absurd lengths” to serve the Customer. to serve the Customer. (HSM & (HSM & Lefties.)Lefties.)205. Forget the “customer.” All = “Clients.”205. Forget the “customer.” All = “Clients.”206. It takes decades to get over “sleights.” 206. It takes decades to get over “sleights.” (So don’t sleight.) (So don’t sleight.)207. Don’t “dumb down.” Ever.207. Don’t “dumb down.” Ever.

208.208. NO LESS THANNO LESS THAN EXCELLENCE.EXCELLENCE. EVER. EVER.209.209. EXCELLENCE.EXCELLENCE. ALWAYS. ALWAYS.

Work In Progress

XXX. One size fits. One. Only. (Evaluations. Period.)XXX. One size fits. One. Only. (Evaluations. Period.)XXX. Teaching. Individualized. Only. (6 billion people =XXX. Teaching. Individualized. Only. (6 billion people = 6 billion learning trajectories.) (Montessori.) 6 billion learning trajectories.) (Montessori.)XXX. First impression. Matters. Shapes all that comes.XXX. First impression. Matters. Shapes all that comes. Hard to overcome. (Understatement.) Hard to overcome. (Understatement.)XXX. Jerks. Don’t work with. (Life = Too short.)XXX. Jerks. Don’t work with. (Life = Too short.)XXX. Manage [the hell out of] first impressions.XXX. Manage [the hell out of] first impressions.XXX. Last impression. Matters. Dominates memory.XXX. Last impression. Matters. Dominates memory. Hard to overcome. (Understatement.) Hard to overcome. (Understatement.)XXX. Manage [the hell out of] last impressions.XXX. Manage [the hell out of] last impressions.XXX. Plain English.XXX. Plain English.XXX. K.I.S.S. (450/8.)XXX. K.I.S.S. (450/8.)XXX. $798. $55,000,000,000. 3,000,000,000. XXX. $798. $55,000,000,000. 3,000,000,000. 7AM-7PM. 6:15AM. 7AM-7PM. 6:15AM.XXX. Donnelly Weatherstrip rules.XXX. Donnelly Weatherstrip rules.XXX. Managers do things right. Leaders do theXXX. Managers do things right. Leaders do the right thing. NOT. right thing. NOT.

EXEXCELLE CELLE ALWALWAYSAYS..

Them-UsThem-Us

“Them” “Us”

Strategy EXECUTIONEXECUTIONPlanning ActionActionMarketing Selling/SalesSelling/SalesMarkets CustomersCustomersCustomers ClientsClientsMicro-segmentation Big Stuff (Women, Boomers)Big Stuff (Women, Boomers)Cost minimization Revenue maximizationRevenue maximizationSynergy/“Efficiencies” DecentralizationDecentralization“Strategic” supplier Pioneering supplierPioneering supplierProcess ProjectProjectEffectiveness ExcellenceExcellenceMen WomenWomenLeadership Management + LeadershipManagement + LeadershipStandardization Exceptionalism (53 = 53)Exceptionalism (53 = 53)Big clients COOL clientsCOOL clientsPrestigious Board INTERESTING BoardINTERESTING Board

“Them” “Us”Big Mid-sizeMid-sizeGrowth by merger Organic growthOrganic growthBuy market share Create NEW marketsCreate NEW marketsEfficient, streamlined Value-creating “PSF”Value-creating “PSF” “department” Certainty-predictability Ambiguity-opportunityAmbiguity-opportunityFearful of losing Aggressive pursuitAggressive pursuit of winning of winningPlan PrototypePrototypeCareful evaluation Another prototypeAnother prototypeRevised plan Another prototypeAnother prototypePeople/Employees TalentTalentEffective HR department Rockin’ Talent Rockin’ Talent Development CenterDevelopment Center of Excellence of ExcellenceBenchmark against the Benchmark against theBenchmark against the “best”-“industry leader” “coolest”“coolest”

“Them” “Us”

Benchmark “Future”mark“Future”markOrderly career progression “Up or Out” (PDQ)“Up or Out” (PDQ)Head HeartHeartIQ EQEQ“Professional” PassionatePassionateStoic, humble leaders Noisy, emotionalNoisy, emotional “characters” in charge “characters” in chargeHire for Resume Hire for intangiblesHire for intangiblesMeasured-thoughtful Relentless, pig-headedRelentless, pig-headed approach determinationdeterminationTeamwork comes first Teamwork and disruptiveTeamwork and disruptive individuals equal individuals equal billingbillingListen to customers Lead customersLead customersCustomer “involvement” Intimate-SeamlessIntimate-Seamless customer inter-twining customer inter-twining

“Them” “Us”MBM (Management MBWAMBWA by memo)MBA MFAMFAShareholder Value Great people-product ruleGreat people-product rule comes first Work smart Work hardWork hardBuilt to last Built to Rock the WorldBuilt to Rock the WorldReward successes Reward (EXCELLENT)Reward (EXCELLENT) failures failuresQuality first! Design 1TDesign 1TQuality first! Innovation 1TInnovation 1THigh-quality Jaw-dropping ExperienceJaw-dropping Experience transactionCVs demo consistent CVs feature Magic CVs feature Magic MomentsMoments performanceGood grades Cool stuffCool stuff Operational excellence World-rocking World-rocking INNOVATIONINNOVATION

“Them” “Us”Brand LovemarkLovemarkBest analysis wins Best STORY winsBest STORY wins“Beyond politics” Politics-is-life, thePolitics-is-life, the rest is details rest is detailsOutsource BestsourceBestsource“Motivate” Send on QUESTSSend on QUESTS“Motivate” InviteInviteMeasured language HOT languageHOT languageProduct-Service Gamechanging SOLUTION,Gamechanging SOLUTION, Thrilling EXPERIENCE, Thrilling EXPERIENCE, DREAM come true, DREAM come true, LOVEMARK LOVEMARKPastel Technicolor Technicolor Better DifferentDifferent“Mission success” “Mission EXCELLENCE”“Mission EXCELLENCE”Very good EXCELLENCE. ALWAYS.EXCELLENCE. ALWAYS.

““Excellence can be obtained if you:Excellence can be obtained if you: ... care more than others think is wise; ... care more than others think is wise; ... risk more than others think is safe; ... risk more than others think is safe; ... dream more than others think ... dream more than others think is practical;is practical; ... expect more than others think ... expect more than others think is possible.”is possible.”

Source: Anon. (Posted @ tompeters.com by K.Sriram, November 27, 2006 1:17 AM)


ONE WORD+ONE WORD+

ONE WORD+

Drill more wellsDrill more wellsR.F.A.R.F.A.

AccountabilityAccountabilityRealismRealism

DecentralizationDecentralizationExecutionExecution

Action biasAction biasMost mistakes winsMost mistakes wins

6:15am6:15amEnergyEnergy

EnthusiasmEnthusiasmDo>PlanDo>Plan

Act>ThinkAct>ThinkBehavior>AttitudeBehavior>Attitude

PassionPassion

ONE WORD+

5 min/5,000 miles5 min/5,000 milesWomenWomenDecencyDecency

GraceGraceInnovate or DieInnovate or Die

Re-imagineRe-imagineFight irrelevanceFight irrelevance

Just Do ItJust Do ItCare (You Must)Care (You Must)

Flowers (Say It With)Flowers (Say It With)I’m sorryI’m sorry

Thank YouThank YouInsanely GreatInsanely Great

SilenceSilence2-cent candy2-cent candy

ONE WORD+

EmotionEmotionIntuitionIntuition

SellSellO.O.D.A.O.O.D.A.IntegrityIntegrity

WeirdWeirdAppreciateAppreciateCelebrateCelebrateRespectRespectListenListen

WanderWanderCalendar rulesCalendar rules

Calendar doesn’t lieCalendar doesn’t lie““To don’tTo don’t

Max priorities = 3Max priorities = 3

ONE WORD+

Gasp-worthyGasp-worthyInsanely greatInsanely great

Different>betterDifferent>betterImpact>longevityImpact>longevity

Dramatic DifferenceDramatic DifferenceOnly ones do what we doOnly ones do what we do

SmileSmile$798$7987-7-77-7-7

Design rulesDesign rulesBeautiful SystemsBeautiful Systems

450/8450/8VP S.O.U.B.VP S.O.U.B.

Women buy allWomen buy allWomen lead betterWomen lead better

ONE WORD+

MBWAMBWAWhy?Why?PSFPSF

Wow!Wow!! (red)! (red)

Buy a MirrorBuy a MirrorKnow thyselfKnow thyself

InviteInviteQuestQuest

AdventureAdventureTalentTalent

Brand YouBrand YouLovemarkLovemark

ExperienceExperienceDreamketingDreamketing

ONE WORD+

Boomers-geezers own allBoomers-geezers own all2.6/212.6/21

25252525

3,000,000,0003,000,000,000(900,000,000)(900,000,000)

26 minutes26 minutes43 hours43 hours

Perception Is All There IsPerception Is All There IsEnthusiasm: The Ultimate VirusEnthusiasm: The Ultimate Virus


For Starbucks …For Starbucks …

The Cup The Cup Challenge*Challenge*

Tom Peters/1107.2006

*Potential Quotes for Cups

!!

Enthusiasm!Enthusiasm! The Ultimate The Ultimate

Virus!Virus!

Re-imagine! Re-imagine! Re-do! Re-do! Re-vise!Re-vise!

Re-vo-lu-tion!Re-vo-lu-tion!

““Passion!”Passion!”““Energy!”Energy!”

““Enthusiasm!”Enthusiasm!”

““Passion! Energy! Enthusiasm!”Passion! Energy! Enthusiasm!”"Enthusiasm! Enthusiasm! Enthusiasm!""Enthusiasm! Enthusiasm! Enthusiasm!"

"Enthusiasm Moves Mountains!""Enthusiasm Moves Mountains!" "Nothing Matches Enthusiasm as a 'Motivator'!""Nothing Matches Enthusiasm as a 'Motivator'!"

““Technicolor Times Demand Technicolor Technicolor Times Demand Technicolor Actions”Actions”

““Technicolor Times Demand Technicolor People”Technicolor Times Demand Technicolor People”““Wow. Now.”Wow. Now.”

““Re-imagine!”Re-imagine!”““Re-imagine! Re-do! Re-vise! Re-vo-lu-tion!”Re-imagine! Re-do! Re-vise! Re-vo-lu-tion!”

Excellence.Excellence.Always.Always.

““No Less No Less ThanThan

Excellence.Excellence. Ever.”Ever.”

No No Excellence.Excellence. no excuse.no excuse.

"Respect!""Respect!"““Leaders ‘Do’ People. Period.”Leaders ‘Do’ People. Period.”

““Credibility. Asset No. 1.”Credibility. Asset No. 1.”““Tell the Truth.”Tell the Truth.”

““Truth Wins.”Truth Wins.”““Challenge. Challenge. Challenge.”Challenge. Challenge. Challenge.”

““Two Big Goals. Tops.”Two Big Goals. Tops.”““Focus. Your Calendar Never Lies”Focus. Your Calendar Never Lies”

““Good Story. Good Leader.”Good Story. Good Leader.”““Best Story Wins.”Best Story Wins.”““Live the Story.”Live the Story.”

““Change the World. Accept Nothing Less.”Change the World. Accept Nothing Less.” "Dream!""Dream!"

““Dream. The Only Worthwhile Reality.”Dream. The Only Worthwhile Reality.”““Beware Those Who Agree With You”Beware Those Who Agree With You”

““Seek Dissidents. Nurture Dissidents. Cherish Dissidents”Seek Dissidents. Nurture Dissidents. Cherish Dissidents”

Do.Do.

Do.Do.

Do.Do.

Do. Do. Do. Do.

Do. Do. Do. Do. Do.Do.

Do. Do.

Do. Do.

Do.Do.

DoDo..

try it. Try it. Try it. try it. Try it. Try it. Try Try it. it. Try it.Try it. Try it. Try it. Try it. Try it. Try it. Try it. TryTry itit.. Try it. Try Try it. Try it. Try it. Try it. Try it. it. Try it. Try it. Try it. Try it. Try it. Try it. Try it. trytry itit.. Try Try it. Try it. try it. it. Try it. try it. Try it.Try it. TryTry itit.. Try it. Try it. Try Try it. Try it. Try

it.it.

iMplementationiMplementation … … The “last The “last

98%”98%”

Do it.Do it.Now.Now.

start.start.Now.Now.

Most. Most. Relentless. Relentless.

wins.wins.

““Excellence!”Excellence!”““Demand Excellence!”Demand Excellence!”

““Demand Excellence. The Greatest Demand Excellence. The Greatest Gift.”Gift.”

““Excellence, Life’s Gold Standard” Excellence, Life’s Gold Standard” ““Stop Talking! Start Doing!”Stop Talking! Start Doing!”““Execute. Execute. Execute.”Execute. Execute. Execute.”

“‘“‘Good Execution’ Beats ‘Good Good Execution’ Beats ‘Good Strategy’”Strategy’”

““Agility Trumps Size”Agility Trumps Size” "Women make the best bosses!""Women make the best bosses!"

““Women Rule. Believe It.”Women Rule. Believe It.” "You must care!""You must care!"

““Listen.”Listen.”““Ask. ‘Why?’”Ask. ‘Why?’”

distinct.distinct.Or …Or …

Extinct.Extinct.

2007.2007.Self-reliance.Self-reliance.

No option.No option.

2007.2007.Excellence.Excellence.No option.No option.

Excellence.Excellence.Not optional.Not optional.

it’s a …it’s a … “ “brand brand

you” world.you” world.

“‘“‘Me Too’ Me Too’ ==

‘‘Me Me Dead’”Dead’”

“‘“‘Different’ beats ‘Better.’”Different’ beats ‘Better.’”“‘“‘Distinct’ or ‘Extinct.’”Distinct’ or ‘Extinct.’”

““Innovate or Die”Innovate or Die”“‘“‘Me Too’ = ‘Me Dead’”Me Too’ = ‘Me Dead’”

““Talent Time!”Talent Time!”““Best Talent Wins.”Best Talent Wins.”““Best Roster Wins.Best Roster Wins.

““Moderation Fails in Immoderate Moderation Fails in Immoderate Times”Times”

““Moderation Moderation Fails in Fails in

Immoderate Immoderate Times”Times”

““freaks win in freaks win in freaky times.”freaky times.”

Seek Dissidents. Seek Dissidents. Nurture Nurture

Dissidents. Cherish Dissidents. Cherish Dissidents.Dissidents.

““best best talent talent wins.”wins.”

women = best leaders.women = best leaders.Women = biggest Women = biggest

market.market.Women = control Women = control

wealth.wealth.Women = rule.Women = rule.

Roir/return on Roir/return on investment in investment in relationshipsrelationships

Respect Respect = magic.= magic.

““thank thank you” = you” = magic.magic.

““thank thank you” = you” = magic magic

potion #1.potion #1.


Think!Think!vs.vs.

do!do!

““We design intelligent strategies—We design intelligent strategies—but they fall miles short of their for but they fall miles short of their for

one reason. Poor organizational one reason. Poor organizational effectiveness which in turn leads to effectiveness which in turn leads to a gaping ‘implementation deficit.’ a gaping ‘implementation deficit.’ Tom, I want you to get a handle on Tom, I want you to get a handle on

the best thinking and best the best thinking and best

practices from around the world.”practices from around the world.” —Ron Daniel (1977*)

*TP/1977/first (?) Stanford Ph.D. thesis studying implementation per se.

Excellence1982: The Bedrock “Eight Basics”

1. A Bias for ActionA Bias for Action2. Close to the Customer3. Autonomy and Entrepreneurship4. Productivity Through People5. Hands On, Value-Driven6. Stick to the Knitting7. Simple Form, Lean Staff8. Simultaneous Loose-Tight Properties”

1979-2006

Still missing Still missing after all these after all these

years …years …

TP/BW on BigCo Sin #1: “too “too much talk, much talk, too little too little

do”do”

Think!Think!vs.vs.

do!do!

“Never forget Never forget implementationimplementation , , boys. boys. In our work, it’s what I In our work, it’s what I

call the call the ‘‘last 98 last 98 percentpercent’’ of the client of the client puzzle.”puzzle.” —Al McDonald, former Managing

Director, McKinsey & Co, to a project team that included TP

The (Strange) Case of Peter Drucker & Michael Porter vs. The “Non-linearists”

HERBERT SIMON. HERBERT SIMON. (Administrative Behavior.) (Administrative Behavior.) JAMES MARCH. KARL WEICK. JAMES MARCH. KARL WEICK. (The (The

Social Psychology of Organizing.) Social Psychology of Organizing.) EUGENE WEBB. EUGENE WEBB. Henry MINTZBERG. Henry MINTZBERG. (The Rise and Fall of (The Rise and Fall of

Strategic Planning.)Strategic Planning.) JAMES UTTERBACK. JAMES UTTERBACK. THOMAS KUHN. THOMAS KUHN. (The Structure of Scientific (The Structure of Scientific

Revolutions.)Revolutions.) CHARLES LINDBLOM. CHARLES LINDBLOM. Daniel goleman. INNOVATION Daniel goleman. INNOVATION BIOGRAPHERS.*BIOGRAPHERS.* (*Transcontinental Railroad,

Electrification, Radio, Television, Containerization, DNA,

Computers, Military History, Etc.) MOST MOST POLITICAL SCIENTISTS. SILICON POLITICAL SCIENTISTS. SILICON

VALLEY. Etc.VALLEY. Etc.

“Linearist”: think!think!“Non-linearist”: do!do!

“Linearist”: Plan it!Plan it!“Non-linearist”: Try it!Try it!

“Linearist”:

hypothesize!hypothesize!“Non-linearist”:

experiment!experiment!

“Linearist”: failure = failure = unnecessaryunnecessary

“Non-linearist”:

failure = lifefailure = life

“Linearist”: a>b*a>b*“Non-linearist”: b>a**b>a**

*Attitude shapes behavior**Behavior shapes attitude

“Linearist”: deliberate!*deliberate!*

“Non-linearist”: relentless!relentless!****

* “Do it right the first time” (Hero: Phil Crosby) * “Do it right the first time” (Hero: Phil Crosby) **Never retreat (Hero: U.S. Grant)**Never retreat (Hero: U.S. Grant)

“Linearist”: logical!logical!“Non-linearist”:

passionate!passionate!

“Linearist”: give me give me genius!genius!

“Non-linearist”: give give me luck!me luck!

“Linearist”: spotless spotless academic academic record!record!

“Non-linearist”: a.d.d.a.d.d.

“Linearist”:

measured pace!measured pace!“Non-linearist”:

Tempo! Tempo! Tempo! Tempo! Tempo!Tempo!

“Linearist”: think! Plan! think! Plan! (r.(r.a.a.f.*)f.*)

“Non-linearist”: Try it! Try it! Screw it up! Fix it! Screw it up! Fix it!

Try it again! Try it again! (r.(r.f.f.a.**) a.**)

*Ready. *Ready. Aim.Aim. Fire. Fire.**ready. **ready. Fire.Fire. Aim. (Or, circa 2006: Aim. (Or, circa 2006: fire. Fire. Fire.fire. Fire. Fire.))

Cheap Shot

“Linearist”: minimize minimize cost.cost.

“Non-linearist”: maximize maximize revenue.revenue.

“Linearist”: marketing marketing rules.rules.

“Non-linearist”: sales sales rules.rules.

“Linearist”

Background: Background: planning, marketing planning, marketing

& finance.& finance.“Non-linearist”

background:background: sales & operations. sales & operations.

“Linearist”

likes: ideas.likes: ideas.“Non-linearist”

likes: people.likes: people.

“Linearist”

likes: parts.likes: parts.“Non-linearist”

likes: wholes.likes: wholes.

“Linearist”

office: walls.office: walls.“Non-linearist”

office: none.office: none.

“Linearist”

style: meetings.style: meetings.“Non-linearist”

style: m.b.w.a.* style: m.b.w.a.* *Managing by wandering around*Managing by wandering around

“Linearist”

reads: michael porter. reads: michael porter. Peter drucker.*Peter drucker.*

“Non-linearist”

reads: waterman & reads: waterman & peters.peters. Tom clancy.** Tom clancy.**

*Michael & peter*Michael & peter**Bob & tom & tom**Bob & tom & tom

“Linearist”

reads: michael porter. reads: michael porter. Peter drucker.Peter drucker.

“Non-linearist”

reads: doesn’treads: doesn’t

“Linearist”

drives: lincoln town drives: lincoln town car. Ford explorer car. Ford explorer

(weekends).(weekends).

“Non-linearist”

drives: bmw. Harley-drives: bmw. Harley-davidson davidson (weekends).(weekends).

“Linearist”

preferred baseball preferred baseball score: 1-0.score: 1-0.

“Non-linearist”

preferred baseball preferred baseball score: 11-9.score: 11-9.

“Linearist”

preferred football preferred football score: 7-0.score: 7-0.

“Non-linearist”

preferred football preferred football score: 41-38.score: 41-38.

“Linearist”

criminal record: criminal record: none.none.

“Non-linearist”

criminal record: criminal record: disorderly conduct.disorderly conduct.Chronic jaywalking.Chronic jaywalking.

do!do!AddenduAddendu

m!m!

““The secret of The secret of getting getting aheadahead

is getting is getting startedstarted.”.” ——Agatha ChristieAgatha Christie

““Action is the Action is the foundational foundational

key of all key of all success.”success.” —Picasso—Picasso

Translating PicassoTranslating Picasso

““Doing Doing somethingsomething is the key to is the key to

getting something getting something done.”done.” —TP (Co-author, In Search of

Excellence, first “Basic”: “A BIAS FOR ACTION”“A BIAS FOR ACTION”)

““Intelligent people Intelligent people can always come up can always come up

with intelligent with intelligent reasons to do reasons to do nothing.”nothing.” —Scott Simon—Scott Simon


GE (more or less):

The Sales122:The Sales122: 122 Ridiculously 122 Ridiculously Obvious Thoughts Obvious Thoughts About Selling StuffAbout Selling Stuff

Tom Peters/0402.2006

This list was first prepared for This list was first prepared for GE EnergyGE Energy sales & marketing people in January. It sales & marketing people in January. It

started with a half-dozen items, and grew started with a half-dozen items, and grew like Topsy. Possibly, given its origins, it’s a like Topsy. Possibly, given its origins, it’s a little tilted toward complex, engineering-little tilted toward complex, engineering-

based sales. In any event, it makes a perfect based sales. In any event, it makes a perfect companion to “The Irreducibles209.” This, companion to “The Irreducibles209.” This, too, is effectively a list of “irreducibles.”too, is effectively a list of “irreducibles.”

Tom PetersTom Peters

1. “Strategy” overrated, simply “doin’ stuff” underrated. See 1. “Strategy” overrated, simply “doin’ stuff” underrated. See Kelleher and Bossidy: “We have a ‘strategic plan,’ it’s called Kelleher and Bossidy: “We have a ‘strategic plan,’ it’s called doing things.”—Herb Kelleher. “Execution is a systematic doing things.”—Herb Kelleher. “Execution is a systematic process of rigorously discussing hows and whats, tenaciously process of rigorously discussing hows and whats, tenaciously following through, and ensuring accountability.” —Larry following through, and ensuring accountability.” —Larry Bossidy & Ram CharanBossidy & Ram Charan/ Execution: The Discipline of Getting / Execution: The Discipline of Getting Things DoneThings Done. Action has its own logic—ask Genghis Khan, . Action has its own logic—ask Genghis Khan, Rommel, COL John Boyd, U.S. Grant, Patton, W.T. Sherman.Rommel, COL John Boyd, U.S. Grant, Patton, W.T. Sherman.2. What are you personally great at? (Key word: “great.”) Play 2. What are you personally great at? (Key word: “great.”) Play to strengths! “Distinct or Extinct.” You should aim to be to strengths! “Distinct or Extinct.” You should aim to be “outrageously good”/B.I.W. at a niche area (or more).“outrageously good”/B.I.W. at a niche area (or more).3. Are you a “personality,” a de facto “brand” in the industry? 3. Are you a “personality,” a de facto “brand” in the industry? The Dr Phil of ...The Dr Phil of ...4. Opportunism (with a little forethought) mostly wins. 4. Opportunism (with a little forethought) mostly wins. (“Successful people are the ones who are good at Plan B.”)(“Successful people are the ones who are good at Plan B.”)5. Little starts can lead to big wins. Most true winners—think 5. Little starts can lead to big wins. Most true winners—think search & Google—start as something small. Many big deals—search & Google—start as something small. Many big deals—Disney & Pixar—could have been done as little-er deals if Disney & Pixar—could have been done as little-er deals if you’d had the guts to jump before the value became obvious.you’d had the guts to jump before the value became obvious.

“Everyone lives Everyone lives by selling by selling

something.”something.”—Robert Louis Stevenson

6. Non-obvious targets have great potential. Among many 6. Non-obvious targets have great potential. Among many other things, everybody goes after the obvious ones. Also, other things, everybody goes after the obvious ones. Also, the “non-obvious” are often good Partners for technology the “non-obvious” are often good Partners for technology experiments.experiments.7. The best relationships are often (usually?) not “top to 7. The best relationships are often (usually?) not “top to top”! (Often the best: hungry division GMs eager to make a top”! (Often the best: hungry division GMs eager to make a mark.)mark.)8. IT’S RELATIONSHIPS, STUPID—DEEP AND FROM MULTIPLE 8. IT’S RELATIONSHIPS, STUPID—DEEP AND FROM MULTIPLE FUNCTIONS.FUNCTIONS.9. In any public-sector business, you must become an avid 9. In any public-sector business, you must become an avid student of “the politics,” the incentives and constraints, student of “the politics,” the incentives and constraints, mostly non-economic, facing all of the players. Politicians mostly non-economic, facing all of the players. Politicians are usually incredibly logical—if you (deeply!) understand are usually incredibly logical—if you (deeply!) understand the matrix in which they exist.the matrix in which they exist.10. Relationships from 10. Relationships from withinwithin our firm are as important— our firm are as important—often often moremore important—as those from outside—again broad is important—as those from outside—again broad is as important as deep. Allies—avid supporters!—within and as important as deep. Allies—avid supporters!—within and from from non-obvious placesnon-obvious places may be more important than may be more important than relationships at the Client organization. Goal: an “insanely relationships at the Client organization. Goal: an “insanely unfair ‘market share’” of insiders’ time devoted to your unfair ‘market share’” of insiders’ time devoted to your projects!projects!

C(I)C(I)>>C(XC(X))

11. Interesting outsiders are essential to innovative proposal 11. Interesting outsiders are essential to innovative proposal and sales teams. An “exciting” sales-proposal team is as and sales teams. An “exciting” sales-proposal team is as important as a prestigious one.important as a prestigious one.12. Is the proposal-sales team weird enough—weirdos come 12. Is the proposal-sales team weird enough—weirdos come up with the most interesting, game-changer ideas. Period.up with the most interesting, game-changer ideas. Period.13. Lunch with at least one weirdo per month. (Goal: always 13. Lunch with at least one weirdo per month. (Goal: always on the prowl for interesting new stuff.)on the prowl for interesting new stuff.)14. Gratuitous comment: Lunches with good friends are 14. Gratuitous comment: Lunches with good friends are typically a waste of (professional) time. typically a waste of (professional) time. 15. Don’t short-change (time, money, depth) the proposal 15. Don’t short-change (time, money, depth) the proposal process. Miss one tiny nuance, one potential incentive that process. Miss one tiny nuance, one potential incentive that “makes my day” for a key Client player—and watch the “makes my day” for a key Client player—and watch the whole gig be torpedoed. whole gig be torpedoed. 16. “Sticking with it” sometimes pays, sometimes not—it 16. “Sticking with it” sometimes pays, sometimes not—it takes a lot of tries to forge the best path in. Sometimes you takes a lot of tries to forge the best path in. Sometimes you never do, after a literal lifetime. (Ah, life.)never do, after a literal lifetime. (Ah, life.)17. WOMEN ARE SIMPLY BETTER AT RELATIONSHIPS—don’t 17. WOMEN ARE SIMPLY BETTER AT RELATIONSHIPS—don’t get hung up—particularly in tech firms—on what industries-get hung up—particularly in tech firms—on what industries-countries “countries “women can’t do.” (Or some such bullshit.)women can’t do.” (Or some such bullshit.)

18. Work incessantly on your “story”—most economic value springs from a good story (think Perrier)! In sensitive public or quasi-public negotiations, a compelling story is of immense value—politics is about the tension among competing stories. (If you don’t believe me, ask Karl Rove or James Carville.) (“Storytelling is the core of culture.” —Branded Nation: The Marketing of Megachurch, College Inc., and Museumworld, James Twitchell)19. Call this 18A, or 18 repeat: Become a first-rate Storyteller! (“A key – perhaps the key – to leadership is the effective communication of a story.”—Howard Gardner, Leading Minds: An Anatomy of Leadership)20. Risk Assessment & Risk Management is more about stories than advanced math—i.e., brilliant scenario construction.21. Good listeners are good sales people. Period.22. Lousy listeners are lousy sales people. Period. 23. GREAT LISTENERS ARE GREAT SALES PEOPLE. (Listening “skills” are hard to learn and subject to immense effort in pursuit of Mastery. A virtuoso “listener” is as rare as a virtuoso cello player.) (“If you don’t listen, you don’t sell anything.”—Carolyn Marland/MD/Guardian Group)

24. Things that are funny to me (American) are often-mostly not 24. Things that are funny to me (American) are often-mostly not funny to those in other cultures. (Humor is as fine-edged as it funny to those in other cultures. (Humor is as fine-edged as it gets, and rarely travels.)gets, and rarely travels.)25. You don’t know Jack Squat about other peoples’ cultures—25. You don’t know Jack Squat about other peoples’ cultures—especially if you are a typically myopic American. (Like me.)especially if you are a typically myopic American. (Like me.)26. Are you a great interviewer? It’s a make or break skill. 26. Are you a great interviewer? It’s a make or break skill. (Think Barbara Walters’ skill at extracting unwanted truths from (Think Barbara Walters’ skill at extracting unwanted truths from pros in persona-protection ... in front of 10s of millions of pros in persona-protection ... in front of 10s of millions of people.people.27. Are you a great (not merely “good”) presenter? Mastering 27. Are you a great (not merely “good”) presenter? Mastering presentation skills is a life’s work—with stupendous payoff.presentation skills is a life’s work—with stupendous payoff.28. Work like hell on the Big 2: LISTENING/INTERVIEWING, 28. Work like hell on the Big 2: LISTENING/INTERVIEWING, PRESENTING. These are “the essence of [sales] life”—and PRESENTING. These are “the essence of [sales] life”—and usually picked-up in an amateurish fashion. Mistake! (Become a usually picked-up in an amateurish fashion. Mistake! (Become a “professional student” of these two areas, achieve Mastery.)“professional student” of these two areas, achieve Mastery.)29. Are you good at flowers? Think: 29. Are you good at flowers? Think: FLOWER POWERFLOWER POWER! (see ! (see Harvey Mackay’s “Mackay 66”—what you should know about a Harvey Mackay’s “Mackay 66”—what you should know about a Client; e.g., birthdays & anniversaries.) (My “flowers budget” is Client; e.g., birthdays & anniversaries.) (My “flowers budget” is out of control. Hooray for me.)out of control. Hooray for me.)30. You can’t do it all—be clear at what you are good at, bad at, 30. You can’t do it all—be clear at what you are good at, bad at, indifferent at. Hubris sucks.indifferent at. Hubris sucks.

FFLLOOWWEERRPPOOWWEERR

31. The point is not to “prove yourself.” (That’s ego-talk.) Let 31. The point is not to “prove yourself.” (That’s ego-talk.) Let the best person present to the Client—perhaps a “lower level” the best person present to the Client—perhaps a “lower level” geek. (“Control freaks” get their just desserts in the long haulgeek. (“Control freaks” get their just desserts in the long haul—or sooner.)—or sooner.)32. The numbers will more or less take care of themselves over 32. The numbers will more or less take care of themselves over the long haul—the long haul—ifif the relationship/s is/are solid gold. the relationship/s is/are solid gold.33. The Gold Standard in selling: INDISPENSABLE to the Client. 33. The Gold Standard in selling: INDISPENSABLE to the Client. No other goal is worthy.No other goal is worthy.34. Never stop growing-broadening-deepening the relationship. 34. Never stop growing-broadening-deepening the relationship. The key to “indispensability” is to get the Client more and The key to “indispensability” is to get the Client more and more … and more … and then more … imbedded in “our” web. more … and more … and then more … imbedded in “our” web. Hence the so-called “selling process” is only the first step!Hence the so-called “selling process” is only the first step!35. USE THE WORD “WE” … CONSTANTLY & RELIGIOUSLY! (E.g.: 35. USE THE WORD “WE” … CONSTANTLY & RELIGIOUSLY! (E.g.: “We”—the Client & me—“are going to change the world with “We”—the Client & me—“are going to change the world with this service.”)this service.”)36. Don’t waste your time on jerks—it’ll rarely work out in the 36. Don’t waste your time on jerks—it’ll rarely work out in the mid- to long-term.mid- to long-term.37. Genius is walking away from lousy “scores” (deals)—and 37. Genius is walking away from lousy “scores” (deals)—and accepting the attendant heat. Big Business is the premier home accepting the attendant heat. Big Business is the premier home to Big Egos overpaying by a factor of 2 to 22 with billion$$$$ at to Big Egos overpaying by a factor of 2 to 22 with billion$$$$ at stake. (Think Jerry Levin and AOL Time Warner.)stake. (Think Jerry Levin and AOL Time Warner.)

““If you don’tIf you don’t listen,listen,

youyou don’t selldon’t sellanything.”anything.”

—Carolyn Marland/Managing Director/

Guardian Group

38. You haven’t a clue as to how this situation will actually play 38. You haven’t a clue as to how this situation will actually play out—be prepared to move fast in a different direction.out—be prepared to move fast in a different direction.39. Keep your word.39. Keep your word.40. KEEP YOUR WORD.40. KEEP YOUR WORD.41. Underpromise (i.e., don’t over-promise; i.e., cut yourself a 41. Underpromise (i.e., don’t over-promise; i.e., cut yourself a little slack) even if it costs you business—winning is a long-term little slack) even if it costs you business—winning is a long-term affair. Over-promising is Sign #1 of a lack of integrity. You affair. Over-promising is Sign #1 of a lack of integrity. You willwill pay the piper. pay the piper. 42. There is such a thing as a “good loss”—if you’ve tested 42. There is such a thing as a “good loss”—if you’ve tested something new and developed good relationships. A half-dozen something new and developed good relationships. A half-dozen honorable, ingenious losses over a two-year period can pave the honorable, ingenious losses over a two-year period can pave the way for a Big Victory in a New Space in year 3.way for a Big Victory in a New Space in year 3.43. It’s a competitive world out there. New, innovative products 43. It’s a competitive world out there. New, innovative products are harder to sell than old stand-bys. Nonetheless, you will be a are harder to sell than old stand-bys. Nonetheless, you will be a long-term star to the extent that you are willing to push the long-term star to the extent that you are willing to push the harder-to-sell-at-the-moment Innovative Products that cement harder-to-sell-at-the-moment Innovative Products that cement long-term Client success (Indispensability!) —even if it means a long-term Client success (Indispensability!) —even if it means a #s hit this quarter. PART OF YOUR JOB: #s hit this quarter. PART OF YOUR JOB: TAKE CLIENTS ON AN TAKE CLIENTS ON AN ADVENTURE THAT PUTS THEM AHEAD OF THE GAME CALLEDADVENTURE THAT PUTS THEM AHEAD OF THE GAME CALLED (GAMECHANGING—hopefully) (GAMECHANGING—hopefully) COMPETITIVE ADVANTAGE!COMPETITIVE ADVANTAGE!

““You can make more You can make more friends in two months friends in two months by by becoming interested in becoming interested in other people other people than you than you

can in two years by can in two years by trying to get other trying to get other

people interested in people interested in you.”you.”

—Dale Carnegie

44. Think “legacy”—what the hell is all this really about for you 44. Think “legacy”—what the hell is all this really about for you and the world? (“Tell me, what is it you plan to do with your one and the world? (“Tell me, what is it you plan to do with your one wild and precious life?” wild and precious life?” —Mary Oliver)—Mary Oliver)45. THERE ARE NO “MODERATES” IN THE HISTORY BOOKS! 45. THERE ARE NO “MODERATES” IN THE HISTORY BOOKS! 46. Keep it simple! (Damn it!) No matter how “sophisticated” 46. Keep it simple! (Damn it!) No matter how “sophisticated” the product. If you can’t explain it in a phrase, a page, or to your the product. If you can’t explain it in a phrase, a page, or to your 14-year-old ... you haven’t got it right yet.14-year-old ... you haven’t got it right yet.47. Know more than the next guy. Homework pays. (of course 47. Know more than the next guy. Homework pays. (of course it’s obvious—but in my work it is too often honored in the it’s obvious—but in my work it is too often honored in the breach.)breach.)48. Regardless of project size, winning or losing invariably 48. Regardless of project size, winning or losing invariably hinges on a raft of “little stuff.” Little stuff is and always has hinges on a raft of “little stuff.” Little stuff is and always has been everything!!!!!!!!!!!!!!!!!!!!—or, “one man’s little stuff is been everything!!!!!!!!!!!!!!!!!!!!—or, “one man’s little stuff is another man’s 7.6 Richter deal-breaker.”another man’s 7.6 Richter deal-breaker.”49. In public settings in particular, face saving is all. When 49. In public settings in particular, face saving is all. When something changes, allow the other guy to come out looking like something changes, allow the other guy to come out looking like a winner, especially if he has lost. (Even if you must accept the a winner, especially if he has lost. (Even if you must accept the egg on your face—he will always remember you!)egg on your face—he will always remember you!)50. Don’t hold grudges. (It is the ultimate in small mindedness—50. Don’t hold grudges. (It is the ultimate in small mindedness—and incredibly wasteful and ineffective. There’s always and incredibly wasteful and ineffective. There’s always tomorrow.)tomorrow.)

51.51. IT’S ALWAYS “THE POLITICS”— IT’S ALWAYS “THE POLITICS”—wee private-sector deal or wee private-sector deal or giant public sector deal. (Every player, small or large, is giant public sector deal. (Every player, small or large, is angling for something. Master the calculus of advantage.)angling for something. Master the calculus of advantage.)52. To beat the “turnover problem” in key Client posts amidst 52. To beat the “turnover problem” in key Client posts amidst long negotiations, invest outrageous amounts of time building long negotiations, invest outrageous amounts of time building a wide & deep set of relationships with mid-level (& lower!!) a wide & deep set of relationships with mid-level (& lower!!) “plodding” “careerists.” The invisible careerists are the “plodding” “careerists.” The invisible careerists are the bedrock upon which repeated success is built! (My “Capitol Hill bedrock upon which repeated success is built! (My “Capitol Hill Axiom”: It’s the 24-year-old LA who in the end briefs the Axiom”: It’s the 24-year-old LA who in the end briefs the Senator right before she goes to the Floor to vote.)Senator right before she goes to the Floor to vote.)53. Speaking of “she”: Gender differences are Enormous—53. Speaking of “she”: Gender differences are Enormous—dealing with a woman and dealing with a man are different dealing with a woman and dealing with a man are different kettles of fish—you must become an A+ student of gender kettles of fish—you must become an A+ student of gender differences. (E.g.: Men are typically more interested in the differences. (E.g.: Men are typically more interested in the short-term “score.” Women are more interested in the long-short-term “score.” Women are more interested in the long-term consequences.) term consequences.) 54. “LITTLE PEOPLE” OFTEN HAVE BIG FRIENDS.54. “LITTLE PEOPLE” OFTEN HAVE BIG FRIENDS.55. This is 55. This is notnot war, damn it. All parties can win (or not lose, war, damn it. All parties can win (or not lose, anyway). And losing bidders can walk away from a deal with anyway). And losing bidders can walk away from a deal with increased respect for you and your team.increased respect for you and your team.

56. Never, ever dump on a competitor—the Tom Watson IBM 56. Never, ever dump on a competitor—the Tom Watson IBM glory-days mantra.glory-days mantra.57. Never forget the “Law of Cousins!” In developing nations 57. Never forget the “Law of Cousins!” In developing nations in particular, power brokers at all levels are at least cousins! in particular, power brokers at all levels are at least cousins! Consideration for a second cousin can pay off big time.Consideration for a second cousin can pay off big time.58. Speaking of “favors,” jail sucks.58. Speaking of “favors,” jail sucks.59. Work hard beats work smart. (Mostly.)59. Work hard beats work smart. (Mostly.)60. REPEAT: HE/SHE WHO HAS THE MOST-BEST 60. REPEAT: HE/SHE WHO HAS THE MOST-BEST RELATIONSHIPS WINS. RELATIONSHIPS ARE THE ESSENCE OF RELATIONSHIPS WINS. RELATIONSHIPS ARE THE ESSENCE OF THE WORK OF THE SALESPERSON. THE HARD ... AND LONG ... THE WORK OF THE SALESPERSON. THE HARD ... AND LONG ... WORK OF THE SALESPERSON. WORK OF THE SALESPERSON. 61. Mano v mano “hardball” is seldom the answer—end runs 61. Mano v mano “hardball” is seldom the answer—end runs based and patient multi-level relationship building via deeper-based and patient multi-level relationship building via deeper-wider networks win. wider networks win. 62. If the deal is wired from below, truly wired, than the so-62. If the deal is wired from below, truly wired, than the so-called “big negotiations” are essentially irrelevant.called “big negotiations” are essentially irrelevant.63. If 63. If everyevery quarter is a “little better” than the prior quarter— quarter is a “little better” than the prior quarter—then you are not taking any serious risks. then you are not taking any serious risks. 64. Phones beat email. 64. Phones beat email.

““Nothing is Nothing is soso

contagious ascontagious asenthusiasm.enthusiasm.””

—Samuel Taylor Coleridge

65. A THREE-MINUTE CALL TODAY CAN AVOID A GAME-LOSER OF 65. A THREE-MINUTE CALL TODAY CAN AVOID A GAME-LOSER OF A FIASCO NEXT MONTH. There was A FIASCO NEXT MONTH. There was alwaysalways a time when a little a time when a little thing could have been addressed that headed off a subsequent thing could have been addressed that headed off a subsequent big thing. As to avoiding that call, didn’t someone say, “Pride big thing. As to avoiding that call, didn’t someone say, “Pride goeth before the fall”?goeth before the fall”?66. Be hyper-organized about relationship management—you 66. Be hyper-organized about relationship management—you are in the anthropology business. Study the great pols! Brilliant are in the anthropology business. Study the great pols! Brilliant NRM (network relationship management) is not accidental! It is NRM (network relationship management) is not accidental! It is not catch-as-catch can. (Football analogies are cute—but deep not catch-as-catch can. (Football analogies are cute—but deep political understanding pays the private-school tuition.)political understanding pays the private-school tuition.)67. Obsess on ROIR (Return On Investment In Relationships).67. Obsess on ROIR (Return On Investment In Relationships).68. “THANK YOU” NOTES: World’s highest-return investment!!68. “THANK YOU” NOTES: World’s highest-return investment!!69. The way to anyone’s heart: Doing a nice thing for their kid. 69. The way to anyone’s heart: Doing a nice thing for their kid. (But, gawd, does this take a gentle touch.)(But, gawd, does this take a gentle touch.)70. Scoring off other people is stupid. Winners are always in 70. Scoring off other people is stupid. Winners are always in the business of creating the maximum # of winners—among the business of creating the maximum # of winners—among adversaries at least as much as among “partners.”adversaries at least as much as among “partners.”71. Your colleagues’ successes are your successes. Period. 71. Your colleagues’ successes are your successes. Period. (Trust me, my greatest personal success—financially as well as (Trust me, my greatest personal success—financially as well as artistically—has been creating a bigger pond in which everyone artistically—has been creating a bigger pond in which everyone wins, even if my “market share” is down.)wins, even if my “market share” is down.)

72. Lend a helping hand, especially when you don’t have the 72. Lend a helping hand, especially when you don’t have the time. E.g. share relationships—the more you give away the time. E.g. share relationships—the more you give away the more you get in return (just like they say in church). more you get in return (just like they say in church). 73. Listen up: “It was much later that I realized Dad’s 73. Listen up: “It was much later that I realized Dad’s secret. He gained respect by giving it. He talked and secret. He gained respect by giving it. He talked and listened to the fourth-grade kids in Spring Valley who listened to the fourth-grade kids in Spring Valley who shined shoes the same way he talked and listened to a shined shoes the same way he talked and listened to a bishop or a college president. He was seriously interested in bishop or a college president. He was seriously interested in who you were and what you had to say.”who you were and what you had to say.” —Sara Lawrence-—Sara Lawrence-Lightfoot, Lightfoot, Respect. Respect. (I.e., Respect is Cool.)(I.e., Respect is Cool.)74. Mentoring is a thrill—74. Mentoring is a thrill—and and the practical payoff is the practical payoff is enormous. The best mentors have the whole world working enormous. The best mentors have the whole world working its buns off for them!its buns off for them!75. Hire for enthusiasm. Promote for enthusiasm. Cherish 75. Hire for enthusiasm. Promote for enthusiasm. Cherish enthusiasm. REMOVE NON-ENTHUSIASTS—THEY ARE enthusiasm. REMOVE NON-ENTHUSIASTS—THEY ARE CANCERS. (“Nothing is so contagious as enthusiasm.”—CANCERS. (“Nothing is so contagious as enthusiasm.”—Samuel Taylor Coleridge. “A man without a smiling face Samuel Taylor Coleridge. “A man without a smiling face must not open a shop.”—Chinese Proverb.)must not open a shop.”—Chinese Proverb.)76. IT’S 76. IT’S ALWAYSALWAYS YOUR PROBLEM—you sold it to them. YOUR PROBLEM—you sold it to them.

77. It’s never over: While there may be an excellent service 77. It’s never over: While there may be an excellent service activity in your company, the “relationship” belongs to You! activity in your company, the “relationship” belongs to You! Hence the “aftersales” “moments of truth” are at least as—if Hence the “aftersales” “moments of truth” are at least as—if not more than*--important to the Continuing Relationship as not more than*--important to the Continuing Relationship as the sale “transaction” itself. (*I vote for “more than.”) You’ll the sale “transaction” itself. (*I vote for “more than.”) You’ll get your biggest “points” with the Client for being an get your biggest “points” with the Client for being an effective after-the-fact go-between with your company.effective after-the-fact go-between with your company.78. Don’t get too hung up on “systems integration”—first & 78. Don’t get too hung up on “systems integration”—first & foremost, the individual bits have got to work.foremost, the individual bits have got to work.79. For God’s sake don’t over promise on “systems 79. For God’s sake don’t over promise on “systems integration”—it’s nigh on impossible to deliver.integration”—it’s nigh on impossible to deliver.80. On the other hand … winners clamber Up the Value-added 80. On the other hand … winners clamber Up the Value-added Ladder, and offer ever so much more than “mere” product. Ladder, and offer ever so much more than “mere” product. ALL SUCCESSFUL SALES PEOPLE ARE IN THE “SOLUTIONS ALL SUCCESSFUL SALES PEOPLE ARE IN THE “SOLUTIONS BUSINESS”—no matter how jargony that may sound.BUSINESS”—no matter how jargony that may sound.

81. “Systems” / “Solutions” selling means grappling directly 81. “Systems” / “Solutions” selling means grappling directly with “culture change” in Client organizations. (“The business of with “culture change” in Client organizations. (“The business of selling is not just about matching viable solutions to the selling is not just about matching viable solutions to the customers that require them. It’s equally about managing the customers that require them. It’s equally about managing the change process the customer will need to go through to change process the customer will need to go through to implement the solution and achieve the value promised by the implement the solution and achieve the value promised by the solution”—Jeff Thull, solution”—Jeff Thull, The Prime Solution: Close the Value Gap, The Prime Solution: Close the Value Gap, Increase Margins, and Win the Complex SaleIncrease Margins, and Win the Complex Sale) ) 82. Shit happens. That’s what they pay you for.82. Shit happens. That’s what they pay you for.83. This is not a “GE” or “Ben & Jerry’s” sale—it is a Joe 83. This is not a “GE” or “Ben & Jerry’s” sale—it is a Joe Jones/Jane Jones sale. YOU ARE THE “BRAND” THE CLIENT BUYSJones/Jane Jones sale. YOU ARE THE “BRAND” THE CLIENT BUYS—especially over the long haul.—especially over the long haul.84. Duh: You make money, the company makes money—on 84. Duh: You make money, the company makes money—on repeat business.repeat business.85. Master—yes, you—the “PR” Game. “Word of Mouth” is not 85. Master—yes, you—the “PR” Game. “Word of Mouth” is not accidental! You want Word of Mouth? Make it happen! accidental! You want Word of Mouth? Make it happen! 86. GOAL #1: MAKE YOUR CLIENT A HERO—YOU ARE NOT THERE 86. GOAL #1: MAKE YOUR CLIENT A HERO—YOU ARE NOT THERE TO GET CREDIT. (“Taking credit” is for egomaniacs. And losers.)TO GET CREDIT. (“Taking credit” is for egomaniacs. And losers.)87. “Decent margins,” over the mid- to long-term, are a product 87. “Decent margins,” over the mid- to long-term, are a product of better relationships, not better “negotiating skill.” (Mostly.)of better relationships, not better “negotiating skill.” (Mostly.)

““You can’t behaveYou can’t behavein a calm, rationalin a calm, rational

manner. You’ve gotmanner. You’ve got to be out there onto be out there on the lunatic fringe.”the lunatic fringe.”

—Jack Welch

88. In the immortal words of ex-GE Vice Chairman Larry 88. In the immortal words of ex-GE Vice Chairman Larry Bossidy, more or less, “Realism rocks.” (“Bullshit artist” and Bossidy, more or less, “Realism rocks.” (“Bullshit artist” and “great salesperson,” contrary to conventional wisdom, are “great salesperson,” contrary to conventional wisdom, are Diametric Opposites. “Truthteller” and Great Salesperson is Diametric Opposites. “Truthteller” and Great Salesperson is more like it.)more like it.)89. Be the first to tell the Client bad news (e.g., slipped 89. Be the first to tell the Client bad news (e.g., slipped delivery); his intelligence sources will tell him fast—you want to delivery); his intelligence sources will tell him fast—you want to be there first with your story and to enhance your rep as be there first with your story and to enhance your rep as Truthteller!Truthteller!90. Work like hell to get a reputation as a valued industry 90. Work like hell to get a reputation as a valued industry expert, to become an industry resource.expert, to become an industry resource.91. Work the Trade Association angle for all its worth—it may 91. Work the Trade Association angle for all its worth—it may take a decade to pay off—e.g., when you become an officer or take a decade to pay off—e.g., when you become an officer or are on an important panel or testify Before Congress.are on an important panel or testify Before Congress.92. PAY YOUR DUES IN THE CLIENT ORG AND IN YOUR OWN ORG!92. PAY YOUR DUES IN THE CLIENT ORG AND IN YOUR OWN ORG!93. It’s all bloody tactics.93. It’s all bloody tactics.94. You must ... LOVE .... the product! (Period.)94. You must ... LOVE .... the product! (Period.)95. YOU MUST LOVE THE PRODUCT!95. YOU MUST LOVE THE PRODUCT!96. Don’t over-schedule. “Running late” is inexcusable at any 96. Don’t over-schedule. “Running late” is inexcusable at any level of seniority; it is the ultimate mark of self-importance level of seniority; it is the ultimate mark of self-importance mixed with contempt.mixed with contempt.

97. Women are better salespeople. (See Addendum.)97. Women are better salespeople. (See Addendum.)98. Women alone understand Women.98. Women alone understand Women.99. Actually, Women by and large understand Men better than 99. Actually, Women by and large understand Men better than Men understand Men.Men understand Men.100.Women purchasers buy Stories and recommendations.100.Women purchasers buy Stories and recommendations.101. Women take longer to become Loyal purchasers, but then 101. Women take longer to become Loyal purchasers, but then stay Loyal.stay Loyal.102. Men buy Stats.102. Men buy Stats.103. Men decide fast, but are fickle.103. Men decide fast, but are fickle.104. Men & Women are … VERY, VERY … Different.104. Men & Women are … VERY, VERY … Different.105. Women buy most things. Consumer. Increasingly, 105. Women buy most things. Consumer. Increasingly, professional goods and services.professional goods and services.106. Women’s Market is Opportunity #1.106. Women’s Market is Opportunity #1.107. Boomers. Many, many. Lots & lots & lots of … $$$.107. Boomers. Many, many. Lots & lots & lots of … $$$.108. Boomers-Geezers are very different purchasers than those 108. Boomers-Geezers are very different purchasers than those in other categories.in other categories.

Women Rock … as Salespersons (From Item #97.)Women Rock … as Salespersons (From Item #97.)

And the answers are?And the answers are?

““TAKE THIS QUICK QUIZ: Who manages more things at TAKE THIS QUICK QUIZ: Who manages more things at once? once? Who puts more effort into their appearance?Who puts more effort into their appearance? Who usually takes care of the details? Who usually takes care of the details? Who finds it Who finds it easier to meet new people?easier to meet new people? Who asks more questions Who asks more questions in a conversation? in a conversation? Who is a better listener?Who is a better listener? Who has Who has more interest in communication skills? more interest in communication skills? Who is more Who is more inclined to get involved?inclined to get involved? Who encourages harmony Who encourages harmony and agreement? and agreement? Who has better intuition?Who has better intuition? Who Who works with a longer ‘to do’ list? works with a longer ‘to do’ list? Who enjoys a recap to Who enjoys a recap to the day’s events?the day’s events? Who is better at keeping in touch Who is better at keeping in touch with others?”with others?”

Source: Source: Selling Is a Woman’s Game: 15 Powerful Reasons Why Selling Is a Woman’s Game: 15 Powerful Reasons Why Women Can Outsell MenWomen Can Outsell Men, Nicki Joy & Susan Kane-Benson, Nicki Joy & Susan Kane-Benson

109. It takes time to get to know people. (DUH.)109. It takes time to get to know people. (DUH.)110. The very idea of “efficiency” in relationship 110. The very idea of “efficiency” in relationship development is ... STUPID.development is ... STUPID.111. MBWA (still) rules.111. MBWA (still) rules.112. “Preparing the soil” is the “first 98 percent.” (Or 112. “Preparing the soil” is the “first 98 percent.” (Or more.)more.)113. WORK THE PHONES!113. WORK THE PHONES!114. Rule 5K-5M: 5K miles for a 5-Minute meeting often 114. Rule 5K-5M: 5K miles for a 5-Minute meeting often makes sense. (Yes, often.) (Even with constrained travel makes sense. (Yes, often.) (Even with constrained travel budgets.) (Thanks, super-agent Mark McCormack.)budgets.) (Thanks, super-agent Mark McCormack.)115. Become a student! Study great salespeople! 115. Become a student! Study great salespeople! (Including Presidents.) (“Natural” is a little bit true—but (Including Presidents.) (“Natural” is a little bit true—but then Naturals are always the ones who study hardest—then Naturals are always the ones who study hardest—e.g., Jerry Rice.)e.g., Jerry Rice.)116. Become a student! Yes, you can study Relationship 116. Become a student! Yes, you can study Relationship Building. So, study … Building. So, study … 117. Beware complexifiers and complicators. (Truly 117. Beware complexifiers and complicators. (Truly “smart people” ... Simplify things.)“smart people” ... Simplify things.)

118. The smartest guy in the room rarely wins—alas, 118. The smartest guy in the room rarely wins—alas, he usually is aware he’s the smartest guy. (And he usually is aware he’s the smartest guy. (And needn’t waste his time on that “soft relationship needn’t waste his time on that “soft relationship crap.”)crap.”)119. Be kind. It works.119. Be kind. It works.120. Be especially kind when there are screw-ups. 120. Be especially kind when there are screw-ups. (There’s plenty of time later to Play the Great (There’s plenty of time later to Play the Great Accountability Game.)Accountability Game.)121. Presidents never tire of being treated like 121. Presidents never tire of being treated like Presidents.Presidents.

122.122. Luck matters. Luck matters. Good luck!Good luck!


EXCELLENCE.EXCELLENCE.NEW VALUE NEW VALUE EQUATION.EQUATION.

NEW “C-levels”. NEW “C-levels”.

CCRR OO*

*Chief RevenueRevenue Officer

CCXXOO**Chief eeXXperience perience Officer

CCFFO*O*

*Chief Festivals Officer

CCDDOO**Chief DesignDesign Officer

CCDMDM*

*Chief DreamDream Merchant

CCSTSTOO*

*Chief StorytellingStorytelling Officer

CCPIPI***Chief Portal Impresario

CCCCO*O*

*Chief Conversations Officer

C C WWww

M*M*

*Chief *Chief WikiWorldWikiWorld Maniac Maniac

CCLL OO*

*Chief LovemarkLovemark Officer

CCSSO*O*

*Chief Seduction Officer

CCtataOO*

*Chief talent acquisitiontalent acquisition Officer

CCFAFAOO*

*Chief *Chief freaks acquisitionfreaks acquisition OfficerOfficer

CCFAPFAPOO*

*Chief *Chief freaks acquisition & Protectionfreaks acquisition & Protection OfficerOfficer

CCQQOO*

*Chief quest-meisterquest-meister

CCTTOO**Chief ThrillsThrills Officer

CCWWOO**Chief*Chief WOWWOW OfficerOfficer

CC!!OO**Chief ! Officer


EXCELLENCEXCELLENC

E.E. PERSONAL. PERSONAL.

EXCELLENCE.EXCELLENCE.

ALL YOU NEED TO KNOW. ALL YOU NEED TO KNOW.(ABOUT ME.)(ABOUT ME.)

A Few Biases You Should Know AboutA Few Biases You Should Know About**I am I am notnot a macro-economist. a macro-economist.**I am wholly biased by 30 years (1970-2000) in I am wholly biased by 30 years (1970-2000) in Silicon Silicon ValleyValley..**I would rather work forI would rather work for eeBayBay than BankAmerica. than BankAmerica.**I believe that the Giant Merger Game is the single greatest I believe that the Giant Merger Game is the single greatest waste of energy in the world of business. waste of energy in the world of business.**Economies of scale are wildly over-rated.Economies of scale are wildly over-rated.**I find the entire notion of “career” to be disturbing and a little silly.I find the entire notion of “career” to be disturbing and a little silly.**I find the notion of “built to last” hilarious.I find the notion of “built to last” hilarious.**Between 1965 and 1980 I turned 179.9 degrees from “Mr BigBetween 1965 and 1980 I turned 179.9 degrees from “Mr Big Government” to “Mr ‘Cool’ Entrepreneur.” (Thank you, Government” to “Mr ‘Cool’ Entrepreneur.” (Thank you, Frank Perdue.) Frank Perdue.)**Joseph Schumpeter (“Joseph Schumpeter (“gales of creative destructiongales of creative destruction”) and F.A. Hayek ”) and F.A. Hayek are my economist “gods”; JK Galbraith is my b are my economist “gods”; JK Galbraith is my bêête noir.te noir.**“Innovation” is a wonderfully “Innovation” is a wonderfully messymessy & & chaoticchaotic process—not process—not amenable to “strategic plans.” amenable to “strategic plans.”*I believe in Luck. (*I believe in Luck. (Fooled by RandomnessFooled by Randomness—best book—best book I’ve ever read.) I’ve ever read.)

A Few Biases You Should Know About**I find most strategic plans (and strategic planners) to be amusing.I find most strategic plans (and strategic planners) to be amusing.**I am not … I am not … Mike Porter.Mike Porter.**I am not … I am not … Peter DruckerPeter Drucker..**I am not … I am not … Jim CollinsJim Collins..**I believe that the resilience of Giant Companies is I believe that the resilience of Giant Companies is wildly-absurdly over-rated. wildly-absurdly over-rated.**I believe that America’s productivity edge comes from I believe that America’s productivity edge comes from carcar dealers more than Giant Cos. dealers more than Giant Cos.**No “business model” is “the last word.”No “business model” is “the last word.”**I am a Great Believer in “the basics”: I am a Great Believer in “the basics”: product, people, product, people, customers, execution customers, execution.. (Hence there is nothing very (Hence there is nothing very interesting,interesting, save one thing, in save one thing, in In Search of ExcellenceIn Search of Excellence.).)**I believe that EXCELLENCE is a legitimate aspiration for I believe that EXCELLENCE is a legitimate aspiration for eacheach of us; and that any lesser aspiration is of us; and that any lesser aspiration is unconscionable.unconscionable.

ExecutionExecution. (Discipline.)Accountability.Accountability.

Action, a Bias for.Action, a Bias for. (S.A.V./R.F.A.)Relentless.Relentless.

Experimentation.Experimentation. (“Innovate or Die.” “He who makes …”)Adaptability.Adaptability. (Plan B; “We eat …”)

“In the moment.”“In the moment.” (Bertolucci.)Senility.Senility.

Exuberance.Exuberance.Fun.Fun.

Technicolor. Wow!Wow! (Extreme Language.)Quest-Adventure.Quest-Adventure.

By Invitation.By Invitation.Talent. Roster.Talent. Roster. ($21M.)

Weird.Weird. (Hangin’ Out + Bottlenecks.)D-squared/“Dramatic Difference.”Dramatic Difference.”

Up-Up-Up the “VA Ladder.”Up-Up-Up the “VA Ladder.” Trifecta: Wow Projects-Brand You-PSF.Trifecta: Wow Projects-Brand You-PSF. (No Option.)

Design.Design.Women.Women.

4-404-40/D.E.A.615. (60TIBs; IRR209.)EXCELLENCE.EXCELLENCE.

EXCELLENCE.EXCELLENCE.

ALL YOU NEED TO KNOW. ALL YOU NEED TO KNOW.“STRATEGY.”“STRATEGY.”

Paul Allaire: Paul Allaire: “We are in a “We are in a brawl with no rules.”brawl with no rules.”

TP: TP: “There’s only one “There’s only one possible answer—S.A.V.”possible answer—S.A.V.”**

**Screw Around VigorouslyScrew Around Vigorously

Excellence1982: The Bedrock “Eight Basics”

1. 1. A Bias for ActionA Bias for Action2. Close to the Customer2. Close to the Customer3. Autonomy and Entrepreneurship3. Autonomy and Entrepreneurship4. Productivity Through People4. Productivity Through People5. Hands On, Value-Driven5. Hands On, Value-Driven6. Stick to the Knitting6. Stick to the Knitting7. Simple Form, Lean Staff7. Simple Form, Lean Staff8. Simultaneous Loose-Tight8. Simultaneous Loose-Tight Properties” Properties”

TP’TP’ss “23Passions”“23Passions”

by date:by date:1942-20061942-2006

B>A* (R.F.A.)B>A* (R.F.A.) (*Behavior drives Attitude)(*Behavior drives Attitude) … ’71-’07Implementation = #1Implementation = #1 … ’73-’77 (’07) “Soft is Hard”“Soft is Hard” (“Management Style”)(“Management Style”) … ’77-’79 (’07)(Org) Structure>Strategy(Org) Structure>Strategy … ’77-’83 (’07)Strategy-Structure+/ “McKinsey 7-S” ModelStrategy-Structure+/ “McKinsey 7-S” Model ... ’77-’81 Action>PlanningAction>Planning … ’74-’07Mess = RealityMess = Reality ... ’77-’07 Skunkworks/Skunks (“Offline” Innovation/Innovators)Skunkworks/Skunks (“Offline” Innovation/Innovators) … ’84-’91MBWAMBWA … ’80-’85 (’07)Excellence IExcellence I … ’79-’84Mid-size biz is coolMid-size biz is cool … ’84-’89 (’07)Customer serviceCustomer service … ’84-’88InnovationInnovation … ’87-’92Free trade/HayekFree trade/Hayek … ’90-’92New Org ModelsNew Org Models … ’92-’96PSFPSF … ’92-’06WOW! (WOW Projects) … ’93-’06Brand YouBrand You … ’94-’00DesignDesign … ’94-’06Women (Markets-Leaders)Women (Markets-Leaders) … ’96-’06Boomers (“insane” $$$$$) … ’05-’07EXCELLENCE IIEXCELLENCE II … ’06-’07Healthcare (Quality-Wellness-PatientCentric)Healthcare (Quality-Wellness-PatientCentric) … ’06-’07Exuberance-PassionExuberance-Passion (Soft is Hard)(Soft is Hard) … ’42-’06

Worth.Worth.The.The.

hassle.hassle.

Why I Work/Stuff I Care AboutWhy I Work/Stuff I Care About**“Hard is soft. Soft is hard.” Social stuff, Emotional stuff =“Hard is soft. Soft is hard.” Social stuff, Emotional stuff = Good stuff = The Right Stuff! Good stuff = The Right Stuff! **Mess = Normal = Reality. Rationality = Delusional. Mess = Normal = Reality. Rationality = Delusional. Non-linearity = Life 101. Non-linearity = Life 101. (Embrace it! Design accordingly!)(Embrace it! Design accordingly!)**Failure = Normal/Necessary/Good! “Reward excellent failure.Failure = Normal/Necessary/Good! “Reward excellent failure. Punish mediocre success.” “Fail faster. Succeed sooner.” Punish mediocre success.” “Fail faster. Succeed sooner.” “Fail. Forward. Fast.” Fail. Sam Walton Secret #1: Fail. Fast. “Fail. Forward. Fast.” Fail. Sam Walton Secret #1: Fail. Fast.**Do > Think. Act > Talk. Action bias! RELENTLESSDo > Think. Act > Talk. Action bias! RELENTLESS EXPERIMENTATION! R.F.A./Ready. Fire. Aim. EXPERIMENTATION! R.F.A./Ready. Fire. Aim. S.A.V./Screw Around Vigorously. S.A.V./Screw Around Vigorously.**Decentralization = Holy writ = More independent tries.Decentralization = Holy writ = More independent tries.**Success for Mortals: Indirection. SkunkWorks. End Runs.Success for Mortals: Indirection. SkunkWorks. End Runs. Parallel Universe. 4F/Find a Fellow Freak Faraway. Parallel Universe. 4F/Find a Fellow Freak Faraway. Demos. Heros. Stories. Demos. Heros. Stories.**The “Missing 98%”: Implementation-Execution. The “Missing 98%”: Implementation-Execution. **Strategic planning, limits thereto. Severe.Strategic planning, limits thereto. Severe.**Pitiful performance of Huge Companies. Needed: C.D.O./Pitiful performance of Huge Companies. Needed: C.D.O./ Chief Destruction Officer. Chief Destruction Officer.**Severe limits to scale advantage. Mega-mergers = Stupid.Severe limits to scale advantage. Mega-mergers = Stupid.**“Built to last.” Why??? Instead: Built to change the world.“Built to last.” Why??? Instead: Built to change the world.**People First! People Power! Best “Roster” Wins. HR (should)People First! People Power! Best “Roster” Wins. HR (should) rule! Leaders “ rule! Leaders “DODO” People! Respect-Appreciation Rules!” People! Respect-Appreciation Rules!**Freaks for Freaky Times!Freaks for Freaky Times!

Why I Work/Stuff I Care AboutWhy I Work/Stuff I Care About**WOMEN’S WORLD!/WOMENOMICS! #1 MARKET! WEALTH/ALL! WOMEN’S WORLD!/WOMENOMICS! #1 MARKET! WEALTH/ALL! LEADERS/BETTER! (Also: Boomers/Geezers/Many/Money.) LEADERS/BETTER! (Also: Boomers/Geezers/Many/Money.)**Aesthetics! Beauty! Grace! (Design primacy.) Aesthetics! Beauty! Grace! (Design primacy.) **MBWA! (Managing By Wandering Around.)MBWA! (Managing By Wandering Around.)**Basics Rule:Basics Rule: Don’t over-complicate. (Product, People, Action Don’t over-complicate. (Product, People, Action …)…)**Educate for Risk-taking, Creativity, Independence.Educate for Risk-taking, Creativity, Independence.**B-schools suck. Teach all … except what’s important. B-schools suck. Teach all … except what’s important. D-School = Cool. D-School = Cool.**Healthcare’s Big Three: Quality. Prevention. Wellness.Healthcare’s Big Three: Quality. Prevention. Wellness.**R>C. (Adding Revenue > Cutting cost.) Help Wanted: C.R.O./R>C. (Adding Revenue > Cutting cost.) Help Wanted: C.R.O./ Chief Revenue Officer. Chief Revenue Officer. **S>M (Selling > Marketing.) S>M (Selling > Marketing.) SELL! SELL! SELL! SELL!SELL! SELL! SELL! SELL!**Free markets work! Free trade works! Rise of India-China =Free markets work! Free trade works! Rise of India-China = Good thing. Respond with Excellent Performance: Add Good thing. Respond with Excellent Performance: Add “insane”“insane” amounts of value! Become a “Lovemark”!! amounts of value! Become a “Lovemark”!! **Brand You. Self-reliance!! Mastery !! Liberation!!Brand You. Self-reliance!! Mastery !! Liberation!!**Survival = PSF/Professional Service Firm “mindset.” Goal #1:Survival = PSF/Professional Service Firm “mindset.” Goal #1: Enable clients to become successful beyond their dreams! Enable clients to become successful beyond their dreams!**Fun! (“Cool” is Cool.)Fun! (“Cool” is Cool.)**Service-obsessed!/Experience-obsessed! (Object: “Raving Service-obsessed!/Experience-obsessed! (Object: “Raving fans.”)fans.”)**PASSION-EXUBERANCE-ENTHUSIASM. PASSION-EXUBERANCE-ENTHUSIASM. **“Hot” Language! WOW! Insanely great! “Hot” Language! WOW! Insanely great! **EXCELLENCE. ALWAYS.EXCELLENCE. ALWAYS.

TOM PETERS.TOM PETERS.

THE “DAMN ITS.” THE “DAMN ITS.”

To The Mat: The ““5 Damn Its5 Damn Its””

Women.Women.PSF.PSF.

Brand you.Brand you.R.f.a.R.f.a.

EXCELLENCE. EXCELLENCE. ALWAYS.ALWAYS.

M.I.A.Action!Action! *

Implementation!Implementation! **The Work Itself!The Work Itself! ***

*R.F.A.**Execution

***WOW Projects!

““Never forget Never forget

imimpplementationlementation boys. In our work it’s boys. In our work it’s

what I call the what I call the

‘‘missinmissingg 98 98 percentpercent’’ of the of the

client puzzle.”client puzzle.” —Al McDonald

““The first 90% of a The first 90% of a project takes 90% ofproject takes 90% of the time. The last the time. The last

10% takes the other 10% takes the other 90% of the time.”90% of the time.” —Richard —Richard

Templar,Templar, The Rules of ManagementThe Rules of Management

TOM PETERS.TOM PETERS. THE DEAL. THE DEAL.

Revolution-Transformation. Revolution-Transformation. (No long runs on Broadway-Senility.)(No long runs on Broadway-Senility.)

“Soft”>“Hard.” “Soft”>“Hard.” (Culture or Bust.)(Culture or Bust.)

Execution-Action. Execution-Action. (Do>Think.)(Do>Think.)

Clean Sheet of Paper. Clean Sheet of Paper. (Web2.0, Transparency, New Org Form—Itinerant Potential Machines.)(Web2.0, Transparency, New Org Form—Itinerant Potential Machines.)

PSF-Brand You-Wow Projects.PSF-Brand You-Wow Projects.

Up-Up-Up the VA Ladder. Up-Up-Up the VA Ladder. (Gamechanging Solutions-Eyepopping Experiences-Dream Merchants-Lovemarks.)(Gamechanging Solutions-Eyepopping Experiences-Dream Merchants-Lovemarks.)

Weird. Weird. (Innovation “Easy.”)(Innovation “Easy.”)

Energy-Enthusiasm-Relentlessness.Energy-Enthusiasm-Relentlessness.

Excellence. Always.Excellence. Always.


Tom’sTom’s

60TIB60TIBss***TIB = This I Believe

Sixty for Sixty: Tom’s 60TIBs

The architect Bill Caudill was a contrarian. He pioneered the The architect Bill Caudill was a contrarian. He pioneered the idea of working intimately with clients to create spaces that idea of working intimately with clients to create spaces that

met their needs; this flew in the face of conventional wisdom, met their needs; this flew in the face of conventional wisdom, which held that the architect was pure artist, barely which held that the architect was pure artist, barely

deigning to make client contact. Caudill’s approach wasdeigning to make client contact. Caudill’s approach was wildly successful—so much so that today it’s become wildly successful—so much so that today it’s become

conventional wisdom.conventional wisdom.

Over the years Bill jotted notes on this and that, and began to Over the years Bill jotted notes on this and that, and began to organize them for his children. The title of his musings: This I organize them for his children. The title of his musings: This I

Believe. After Caudill’s death, his colleagues collected the Believe. After Caudill’s death, his colleagues collected the notes and published them. That is, notes and published them. That is, The TIBThe TIBss of Bill Caudill of Bill Caudill..

A sixtieth birthday is a monumental occasion, and I chose, A sixtieth birthday is a monumental occasion, and I chose, among other things, to give myself a present to mark the/my among other things, to give myself a present to mark the/my date in November 2002. I sat on a hill overlooking my farm date in November 2002. I sat on a hill overlooking my farm in Vermont, and scribbled down 60 thoughts, one for each in Vermont, and scribbled down 60 thoughts, one for each

year, that seemed to capture my professional and, to year, that seemed to capture my professional and, to some extent, my personal journey. Those thoughts—Tom’s some extent, my personal journey. Those thoughts—Tom’s

60TIBs—herewith.60TIBs—herewith.

1. TECHNICOLOR RULES!1. TECHNICOLOR RULES! (Passion Moves Mountains!) (Passion Moves Mountains!)2. Audacity Matters!2. Audacity Matters!3. Revolution Now!3. Revolution Now!4. Question Authority! (& Hire4. Question Authority! (& Hire Disrespectful People.) Disrespectful People.) 5. Disorganization Wins! (LOVE5. Disorganization Wins! (LOVE THE MESS!) THE MESS!)

6. Think 3M: Markets Matter Most. ONLY EXTREME6. Think 3M: Markets Matter Most. ONLY EXTREME COMPETITION STAVES OFF STALENESS. (You can COMPETITION STAVES OFF STALENESS. (You can take the boy out of Silicon Valley, but you can’t take take the boy out of Silicon Valley, but you can’t take Silicon Valley out of the boy!) Silicon Valley out of the boy!)7. Three Hearty Cheers for Weirdos. (Bill Gates, Steve7. Three Hearty Cheers for Weirdos. (Bill Gates, Steve Jobs, Larry Ellison, Scott McNealy, Craig Venter Jobs, Larry Ellison, Scott McNealy, Craig Venter et al.) et al.) 8. Message 2003: Technology Change (Info-sciences,8. Message 2003: Technology Change (Info-sciences, Biosciences) Is in Its Infancy! (WE AIN’T SEEN Biosciences) Is in Its Infancy! (WE AIN’T SEEN NOTHIN’ YET!) NOTHIN’ YET!)9. Everything Is Up For Grabs! Volatility Is Thy Name!9. Everything Is Up For Grabs! Volatility Is Thy Name! (Forever & Ever. Amen.) RE-INVENT … OR DIE! (Forever & Ever. Amen.) RE-INVENT … OR DIE! 10. Big Sucks. (Mostly.) (VERY Mostly.)10. Big Sucks. (Mostly.) (VERY Mostly.)

11. “Permanence” Is a Snare & a Delusion.11. “Permanence” Is a Snare & a Delusion. (Forget “Built to Last.” It’s Yesterday’s (Forget “Built to Last.” It’s Yesterday’s Idea.) Idea.)12. Kaizen” (Continuous Improvement) Is …12. Kaizen” (Continuous Improvement) Is … Dangerous.Dangerous.13. DESTRUCTION RULES!13. DESTRUCTION RULES!14. Forget It! (“Learning” = Easy. “Forgetting” =14. Forget It! (“Learning” = Easy. “Forgetting” = Nigh on Impossible.) Nigh on Impossible.) 15. Innovation Is Easy: Hang Out with Freaks.15. Innovation Is Easy: Hang Out with Freaks. (Employees, Board Members, Customers, (Employees, Board Members, Customers, Suppliers, Alliance Partners, Consultants.) Suppliers, Alliance Partners, Consultants.)

16. Boring Begets Boring. 16. Boring Begets Boring. (Cool Begets Cool.)(Cool Begets Cool.)17. Think “Portfolio.” (We’re All V.C.s.)17. Think “Portfolio.” (We’re All V.C.s.)18. Perception Is All There Is. (“Insiders” …18. Perception Is All There Is. (“Insiders” … ALWAYS … overestimate the Radicalism of ALWAYS … overestimate the Radicalism of What They’re Up To.) What They’re Up To.)19. Action … ALWAYS … Takes Precedence. 19. Action … ALWAYS … Takes Precedence. Think: R.F!A./Ready. Fire! Aim. (REWARD Think: R.F!A./Ready. Fire! Aim. (REWARD SUCCESS. REWARD FAILURE. PUNISH … SUCCESS. REWARD FAILURE. PUNISH … INACTION.) INACTION.) 20. 20. He Who Makes & Tests the Quickest &He Who Makes & Tests the Quickest & Coolest Prototypes Reigns! Coolest Prototypes Reigns!

21. Haste Makes Waste. (SO GO WASTE!)21. Haste Makes Waste. (SO GO WASTE!)22. Screw-ups are … 22. Screw-ups are … thethe … Mark of Excellence. … Mark of Excellence. (“Do It Right the First Time” Is a Very Stupid (“Do It Right the First Time” Is a Very Stupid Idea.) Idea.) 23. Play Hard! Play Now! (Cherish Play!)23. Play Hard! Play Now! (Cherish Play!)24. TALENT TIME! 24. TALENT TIME! (He/She Who Has the Best(He/She Who Has the Best “Roster” Rules!) “Roster” Rules!)25. Re-do Education. Totally. (FOSTER25. Re-do Education. Totally. (FOSTER CREATIVITY … NOT UNIFORMITY.) (THE CREATIVITY … NOT UNIFORMITY.) (THE NOISIEST CLASSROOM WINS.) NOISIEST CLASSROOM WINS.)

26. Diversity’s Hour Is Now!26. Diversity’s Hour Is Now!27. 27. SHE … Is the Best Leader!SHE … Is the Best Leader!28. MARKETING MANTRA: 28. MARKETING MANTRA: Embrace the “BIG THREE”Embrace the “BIG THREE” Demographics. Demographics. (1) SHE … is the Customer. (For (1) SHE … is the Customer. (For everything.) (2) Rapidly Aging Boomers Have … everything.) (2) Rapidly Aging Boomers Have … ALL THE MONEY. (3) Green … Matters. ALL THE MONEY. (3) Green … Matters. (TRILLIONS OF $$$$$ Are at Stake.) (NOBODY … (TRILLIONS OF $$$$$ Are at Stake.) (NOBODY … Gets It.) (Mere “Programs” Will Not Suffice.) Gets It.) (Mere “Programs” Will Not Suffice.)29. Re-boot Healthcare. (UNDERSTATEMENT.)29. Re-boot Healthcare. (UNDERSTATEMENT.)30. WHAT ARE WE SELLING? “Experiences” &30. WHAT ARE WE SELLING? “Experiences” & “Solutions” > “Quality” & “Satisfaction.” (The “Solutions” > “Quality” & “Satisfaction.” (The Traditional Value-added Equation Is Being Set on Traditional Value-added Equation Is Being Set on Its Ear.) Its Ear.)

31. DESIGN = New Seat of the Soul. 31. DESIGN = New Seat of the Soul. 32. Branding Is for … EVERYONE. He Who Has32. Branding Is for … EVERYONE. He Who Has the … BEST STORY … Takes Home the the … BEST STORY … Takes Home the Marbles. Marbles.33. 33. DRAMATIC DIFFERENCEDRAMATIC DIFFERENCE = Only Difference. = Only Difference.34. WORDS/Language Matters … a Lot. (E.g.:34. WORDS/Language Matters … a Lot. (E.g.: Three Hearty Cheers for “Wow”!) Three Hearty Cheers for “Wow”!)35. WHAT MATTERS IS STUFF THAT MATTERS.35. WHAT MATTERS IS STUFF THAT MATTERS. (Query #1: (Query #1: “Are You Proud of It?”)“Are You Proud of It?”)

36. eALL. (IS/IT: 36. eALL. (IS/IT: Half-way = No WayHalf-way = No Way.).)37. DREAM … Big! DREAM … Enormous.37. DREAM … Big! DREAM … Enormous. DREAM … Gargantuan. DREAM … Gargantuan. (These Are XXXL(These Are XXXL Times.) Times.)38. THINK MIKE! (Michelangelo: “The greatest38. THINK MIKE! (Michelangelo: “The greatest danger for most of us is not that our aim is danger for most of us is not that our aim is too high and we miss it, but that it is too low too high and we miss it, but that it is too low and we reach it.”) and we reach it.”)39. There Is Only … ONE BIG ISSUE. Cross-39. There Is Only … ONE BIG ISSUE. Cross- functional Communication. functional Communication.40. Stop Doing Dumb Shit. (SYSTEMATIZE THE40. Stop Doing Dumb Shit. (SYSTEMATIZE THE PROCESS OF “UN-DUMBING.”) PROCESS OF “UN-DUMBING.”)

41. Beautiful Systems Are … BEAUTIFUL.41. Beautiful Systems Are … BEAUTIFUL.42. The … WHITE-COLLAR REVOLUTION … Will42. The … WHITE-COLLAR REVOLUTION … Will Devour Everything in Its Path. Devour Everything in Its Path. 43. Take Charge of Your Destiny! BrandYou43. Take Charge of Your Destiny! BrandYou Moment! DISTINCT … OR EXTINCT! Moment! DISTINCT … OR EXTINCT!44. “Powerlessness” Is a State of Mind! Think:44. “Powerlessness” Is a State of Mind! Think: King. Gandhi. De Gaulle. King. Gandhi. De Gaulle.45. 45. Pursue Adventure … in Every Task.Pursue Adventure … in Every Task.

46. 46. EXCELLENCE … Is a State of Mind.EXCELLENCE … Is a State of Mind. (Excellence Takes a Minute.) (No Bull.) (Excellence Takes a Minute.) (No Bull.)47. 47. SHOW UP! SHOW UP! (If You Care, You’re There.)(If You Care, You’re There.)48. YOUR CALENDAR KNOWS ALL. 48. YOUR CALENDAR KNOWS ALL. (You =(You = Calendar.) Calendar.) (Mind Your “TO DON’T” List.) (Mind Your “TO DON’T” List.)49. LIFE IS SALES. (The Rest Is Details.)49. LIFE IS SALES. (The Rest Is Details.)50. Boss Mantra #1: “I DON’T KNOW.” (“I Don’t50. Boss Mantra #1: “I DON’T KNOW.” (“I Don’t Know” = Permission to Explore.) Know” = Permission to Explore.)

51. Management Role 1: GET OUT OF THE WAY.51. Management Role 1: GET OUT OF THE WAY. (Clear the Way.) (Clear the Way.) (“Manager” = Hurdle(“Manager” = Hurdle Removal Professional.) Removal Professional.)52. Epitaph from Hell: 52. Epitaph from Hell: “He Woulda Done Some“He Woulda Done Some Truly Cool Stuff … But His Boss Wouldn’t Truly Cool Stuff … But His Boss Wouldn’t Let Him.” Let Him.”53. Change Takes However Long You Think It53. Change Takes However Long You Think It Takes. (Eschew … “Incrementalism.”) Takes. (Eschew … “Incrementalism.”)54. 54. Respect!Respect! (Rule 1: Don’t Belittle!) (Rule 1: Don’t Belittle!)55. “Thank You” Trumps All!55. “Thank You” Trumps All!

56. Integrity Matters! 56. Integrity Matters! Integrity = Credibility.Integrity = Credibility. (Dennis K. Is a Jerk.) (Dennis K. Is a Jerk.)57. SOFT IS HARD. HARD IS SOFT. (Numbers57. SOFT IS HARD. HARD IS SOFT. (Numbers Are Soft. People Are Not.) Are Soft. People Are Not.)58. Try Sunny! (Sunny Begets Sunny.58. Try Sunny! (Sunny Begets Sunny. Gloomy Begets Gloomy.) Gloomy Begets Gloomy.)59. DISPENSE ENTHUSIASM!59. DISPENSE ENTHUSIASM!60. FUN …Is Not a 4-Letter Word. So, too …60. FUN …Is Not a 4-Letter Word. So, too … JOY. (And … GRACE.) JOY. (And … GRACE.)


Tom Peters’Tom Peters’

to-mto-mAA-to-toto-mto-mahah-to-to

New Delhi. Thirteen September 2004. I New Delhi. Thirteen September 2004. I

awoke, jetlagged and sweaty, at 3A.M. I’d had awoke, jetlagged and sweaty, at 3A.M. I’d had a nightmare. Stark realism. I was, as usual, a nightmare. Stark realism. I was, as usual,

accused of overstatement and a few (or more) accused of overstatement and a few (or more) too many exclamation marks (!!!!!). Only this too many exclamation marks (!!!!!). Only this time I’d acceded to “They.” The “They” who time I’d acceded to “They.” The “They” who believe in “The Plan” and “Built to Last” and believe in “The Plan” and “Built to Last” and

“Continuous Improvement” and “Quiet, “Continuous Improvement” and “Quiet, Humble Leaders.” No! No! I had failed, in my Humble Leaders.” No! No! I had failed, in my dream, to live up to my Fervent Beliefs! This dream, to live up to my Fervent Beliefs! This must not pass! In a sweat, fearful that the must not pass! In a sweat, fearful that the

time would not come ‘round again, I turned on time would not come ‘round again, I turned on the light, picked up a pad of paper, and began the light, picked up a pad of paper, and began

to scribble frantically. Herewith the result. to scribble frantically. Herewith the result.

Tom’s Re-imagine Manifesto!

They say … my (Tom) language is extreme.I say … the times are extreme.I say … the times are extreme.

They say I’m extreme.I say I’m a realist.I say I’m a realist.

They say I demand too much.I say they accept mediocrity & continuous improvementI say they accept mediocrity & continuous improvement too readily.too readily.

They say “We can’t handle this much change.”I say “Your job and career are in jeopardy; what otherI say “Your job and career are in jeopardy; what other options do you have?”options do you have?”

They say Brand You is not for everyone.I say the alternative is unemployment.I say the alternative is unemployment.

They say “What’s wrong with a ‘good product’?”I say Wal*Mart or China or both are about to eat yourI say Wal*Mart or China or both are about to eat your lunch. Why can’t you provide instead a Fabulouslunch. Why can’t you provide instead a Fabulous Experience?Experience?


They say “Take a deep breath. Be calm.”I say “Tell it to Wal*Mart. Tell it to China. Tell itI say “Tell it to Wal*Mart. Tell it to China. Tell it to India. Tell it to Dell. Tell it to Microsoft.”to India. Tell it to Dell. Tell it to Microsoft.”

They say the Web is a “useful tool.”I say the Web changes everything. Now.I say the Web changes everything. Now.

They say “We need an Initiative.”I say “We need a Dream. And Dreamers.”I say “We need a Dream. And Dreamers.”

They say Great Design is “nice.”I say Great Design is “necessary.”I say Great Design is “necessary.”

They say I “overplay” the “women’s thing.”I say the share of Women in Senior LeadershipI say the share of Women in Senior Leadership Positions is a Waste and a Disgrace and aPositions is a Waste and a Disgrace and a Strategic Marketing Error.Strategic Marketing Error.


They say the Women’s Market Opportunity I harp on is “doubtless important.”I say 9 out of 10, make that 99 out of 100, companies aren’tI say 9 out of 10, make that 99 out of 100, companies aren’t within striking distance of accurately estimating the potentialwithin striking distance of accurately estimating the potential of the Women’s Market … let alone exploiting it.of the Women’s Market … let alone exploiting it.

They say the boomer-geezer market is also “doubtless important.”I say the boomer-geezer market amounts to a RedefiningI say the boomer-geezer market amounts to a Redefining Moment.Moment.

They say we need a “project” to exploit the women-boomer-geezer market.I say we need Total Strategic Realignment to exploit theI say we need Total Strategic Realignment to exploit the Women-Boomer-Geezer Opportunity.Women-Boomer-Geezer Opportunity.

They say “Wow” is “typical Tom.”I say “WOW” is a Minimum Survival Requirement.I say “WOW” is a Minimum Survival Requirement.

They say “effective governance” is important.I say bold-brash Boards that are representative of the marketI say bold-brash Boards that are representative of the market served—more than a token woman or two and an empty seatserved—more than a token woman or two and an empty seat for the “forthcoming Hispanic”—are an Imperative. Now.for the “forthcoming Hispanic”—are an Imperative. Now.

They say “Better.”

I sayI say “Different!” “Different!”


They say “Plan it.”I say “DO IT.”I say “DO IT.”

They say “We need more steady, loyal employees.”I say “WE NEED MORE FREAKS WHO ROUTINELY TELLI say “WE NEED MORE FREAKS WHO ROUTINELY TELL THOSE ‘IN CHARGE’ TO TAKE A FLYING LEAP … THOSE ‘IN CHARGE’ TO TAKE A FLYING LEAP … BEFORE IT’S TOO LATE.”BEFORE IT’S TOO LATE.”

They say “We need Good People.”I say “We need Quirky Talent.”I say “We need Quirky Talent.”

They say “We like people who, with steely determination, say, “I can make it better.’”I say “I love people who, with a certain maniacal gleamI say “I love people who, with a certain maniacal gleam in their eye, perhaps even a giggle, say, ‘I can turnin their eye, perhaps even a giggle, say, ‘I can turn the world upside down. Watch me!’”the world upside down. Watch me!’”

They say “We must speed things up.”I say “We must Radically change the CorporateI say “We must Radically change the Corporate Metabolism until Insane Urgency becomesMetabolism until Insane Urgency becomes a Sacrament.”a Sacrament.”


They say, “Sure, we need ‘Change.’”I say we need “REVOLUTION NOW.”I say we need “REVOLUTION NOW.”

They say (acknowledge), “Okay, we need revolution.”

I say, I say, “REVOLUTION.”“REVOLUTION.”They say “fast follower.”I say “battered and bruised leader.”I say “battered and bruised leader.”

They say “Conglomerate & Imitate!”I say “Create & Innovate!”I say “Create & Innovate!”

They say “Market share.”I say “Market CREATION.”I say “Market CREATION.”

They say “Improve & Maintain.” I say “DESTROY & RE-IMAGINE.”I say “DESTROY & RE-IMAGINE.”


They say “We like words such as ‘calm’ … ‘certainty’ … ‘is.’”I say “I like words/phrases such as ‘turbulent’I say “I like words/phrases such as ‘turbulent’ ‘ ‘opportunity’ … ‘might be’.”opportunity’ … ‘might be’.”

They vote for Republicans and Democrats.I vote for Independents and Libertarians.I vote for Independents and Libertarians.

They say “Normal.”I say “Weird.”I say “Weird.”

They say “Happy balance.”I say “Creative Tension.”I say “Creative Tension.”

They say they favor a “team” that works & lives in “harmony.”I say “give me a raucous brawl among the mostI say “give me a raucous brawl among the most creative people imaginable.”creative people imaginable.”

They say “Peace, brother.”I say “Bruise my feelings. Flatten my ego.I say “Bruise my feelings. Flatten my ego. SAVE MY JOB.”SAVE MY JOB.”


They say “Vanilla.”I say “Cherry Garcia.”I say “Cherry Garcia.”

They say “Basic Black.”I say “TECHNICOLOR RULES!”I say “TECHNICOLOR RULES!”

They say “Branding is for the likes of Nike.”I say “Branding is for Everyone & Anyone with theI say “Branding is for Everyone & Anyone with the Passion & Tenacity to foist their Wonderful & Weird Passion & Tenacity to foist their Wonderful & Weird Point of View on the world … and the New World’sPoint of View on the world … and the New World’s (read: Web’s) power allows-encourages such “silly” (read: Web’s) power allows-encourages such “silly” (until recently) visions-of-ubiquity to become reality,(until recently) visions-of-ubiquity to become reality, perhaps overnight.”perhaps overnight.”

They say we need “happy customers.”I say “Give me pushy, needy, nasty, provocativeI say “Give me pushy, needy, nasty, provocative customers who will drag me down Innovationcustomers who will drag me down Innovation Boulevard.”Boulevard.”

They say they want to partner with “best of breed.”I say “Give me Coolest of Breed.”I say “Give me Coolest of Breed.”


They say we need “supply chain harmony.”I say we need “supply chain Innovation.”I say we need “supply chain Innovation.”

They say “We seek Harvard MBAs.”I say I seek Certificate-free “PhDs” from the SchoolI say I seek Certificate-free “PhDs” from the School of Hard Knocks.of Hard Knocks.

They say they want recruits with a “spotless records.”I say “the Spots are what matter most.”I say “the Spots are what matter most.”

They say “Integrity is important.”I say “Tell the Unvarnished Truth, All the Time …I say “Tell the Unvarnished Truth, All the Time … or take a Long Hike.”or take a Long Hike.”

They read Jim Collins and grok on “quiet, humble leaders.”I say “Give me the Bold, the Brash, the Brassy, theI say “Give me the Bold, the Brash, the Brassy, the Egocentric Dreamers who, like Steve Jobs,Egocentric Dreamers who, like Steve Jobs, ‘ ‘Dent the Universe.’”Dent the Universe.’”

They say “Improve.”

I sayI say “Re-imagine!” “Re-imagine!”


They say they need a “vision” born of McKinsey.I say we need a “Grandiose Dream” born of a PassionateI say we need a “Grandiose Dream” born of a Passionate & Intemperate Belief that the world can be a different,& Intemperate Belief that the world can be a different, better place.better place.

They say healthcare, our biggest industry, is “a mess.”I say our hospitals, which kill over 100,000 patients aI say our hospitals, which kill over 100,000 patients a year, are part of a system that is “a disgrace.”year, are part of a system that is “a disgrace.”

They say “obesity is a problem” … “lose some weight.”I say Re-imagine the entire healthcare system … I say Re-imagine the entire healthcare system … NOW … to focus on Prevention & Wellness.NOW … to focus on Prevention & Wellness.

They say “no child left behind.”I say “education” is leaving ALL our children behind,I say “education” is leaving ALL our children behind, as it is totally mis-aligned to deal with tomorrow’sas it is totally mis-aligned to deal with tomorrow’s (this afternoon’s) uncertain, ambiguous, creativity-(this afternoon’s) uncertain, ambiguous, creativity- driven economy.driven economy.


They say, “Of course we believe in marketing.”I say “Is the CMO [Chief Marketing Officer] on the BoardI say “Is the CMO [Chief Marketing Officer] on the Board of Directors?”of Directors?”

They say “Of course we believe in marketing.”I say “Has your customer data base won numerous major industry awards?”

They say “Of course we believe in marketing.”I say “Is your Web site Sooooo Cool, Sooooo Fresh, SoooooI say “Is your Web site Sooooo Cool, Sooooo Fresh, Sooooo Friendly to Use that it gives you goose pimples just to e-visit,Friendly to Use that it gives you goose pimples just to e-visit, even though you’ve seen it 1000 times?” even though you’ve seen it 1000 times?”

They say “Of course we believe in marketing.”I say “How many in-depth customer visits did the CEO makeI say “How many in-depth customer visits did the CEO make last month?”last month?”

They say “Yes, the ‘Women’s thing’ is important.”I say “Do women hold at least 1/3rd of your Board seats?”I say “Do women hold at least 1/3rd of your Board seats?”

They say “We’re coming around on the design bit.”I say “Is, as at Braun, your Chief Design Officer on the BoardI say “Is, as at Braun, your Chief Design Officer on the Board of Directors?”of Directors?”

Tom’ Re-imagine Manifesto!

They say “Of course we think the ‘experiences thing’ is important.”I say “Is there an ‘EVP Experiences’?”I say “Is there an ‘EVP Experiences’?”

They say “Of course innovation is important.”I say “Is your percentage of revenue devoted to R&DI say “Is your percentage of revenue devoted to R&D at least 1.5 (2.0? 2.5?) times the industry average?”at least 1.5 (2.0? 2.5?) times the industry average?”

They say “Of course we believe in IS/IT.”I say “Is the CIO on the Board of Directors?” (Only 5% of I say “Is the CIO on the Board of Directors?” (Only 5% of Fortune500 CIOs are on the Board. One example: Fortune500 CIOs are on the Board. One example: Wal*Mart.)Wal*Mart.)

They say “Of course we believe in IS/IT.”I say “How many members of your Board are under 35I say “How many members of your Board are under 35 years old?”years old?”

They say “We believe in having a ‘flat organization.’”I say “Is your headquarters in a Tower?”I say “Is your headquarters in a Tower?”


They say we need to “bring effectiveness to the supply chain.”I say we need an IS/IT/Best Sourcing revolution basedI say we need an IS/IT/Best Sourcing revolution based on nothing less than an Entirely Original Vision of on nothing less than an Entirely Original Vision of whatwhat organizations are and how they interact.organizations are and how they interact.

They say “Globalization is a bumpy road.”I say India and China and Asia in general are within twoI say India and China and Asia in general are within two decades of running the show: Get ready or getdecades of running the show: Get ready or get trounced.trounced.

They say “defense” and “consolidation” are musts for a global game.I say encourage Offense, nurture a Generation (or 10) of I say encourage Offense, nurture a Generation (or 10) of Entrepreneurs, cherish Creativity & Risk-taking fromEntrepreneurs, cherish Creativity & Risk-taking from primary school onwards … and don’t expect to beprimary school onwards … and don’t expect to be saved by a bunch of bulky, retro behemoth saved by a bunch of bulky, retro behemoth commandedcommanded by a phalanx of Old White Guys who think 30 minutes by a phalanx of Old White Guys who think 30 minutes aa day on the corporate treadmill and 27 holes on theday on the corporate treadmill and 27 holes on the links are a fit defense against Revolution.links are a fit defense against Revolution.


They say “Get an MBA.”I say “Get an MFA.”I say “Get an MFA.”

They say “If it can’t be precisely measured then it isn’t real.” (And I suppose if it can be measured it is real? Think Enron? Adelphia? WorldCom?)I say “If it can be precisely measured it isn’t real.” (ThinkI say “If it can be precisely measured it isn’t real.” (Think Age of Intangibles & Relationships.) (Think: “He knewAge of Intangibles & Relationships.) (Think: “He knew the price of everything and the value of nothing.”)the price of everything and the value of nothing.”)

They say “Rationality is the Bedrock of Modern Society.”I say “Irrationality [irrational exuberance?] is the MotherI say “Irrationality [irrational exuberance?] is the Mother of all True Entrepreneurial Pilgrimages.”of all True Entrepreneurial Pilgrimages.”

They say “Order is the necessary precursor to measured, sustainable success.”I say “Dis-order is the precursor to Opportunistic Sorties,I say “Dis-order is the precursor to Opportunistic Sorties, Market Creation, Quantum Leaps, and EntrepreneurialMarket Creation, Quantum Leaps, and Entrepreneurial Adventure.Adventure.


They say “To get anywhere, you have to know exactly where the hell you’re headed.”I say “If you know precisely where you’re headed andI say “If you know precisely where you’re headed and exactly how you’re gonna get there, then you clearlyexactly how you’re gonna get there, then you clearly suffer from Advanced Shrivelus Imaginationus.”suffer from Advanced Shrivelus Imaginationus.” (This disease is fatal.)(This disease is fatal.)

They say “Employees need Well-defined Structure.”I say “Talent should be encouraged to embark on QuestsI say “Talent should be encouraged to embark on Quests to the Unknown.”to the Unknown.”

They say “I’m here to maximize shareholder value.”I say “I’m here to inflame each & every member of myI say “I’m here to inflame each & every member of my Awesome Staff to embark with Vigor & DeterminationAwesome Staff to embark with Vigor & Determination & Passion & Enthusiasm on a Quest of Monumental& Passion & Enthusiasm on a Quest of Monumental Consequence.” (And if I come even close to succeeding,Consequence.” (And if I come even close to succeeding, it will, in fact, dramatically up the odds of Thrivingit will, in fact, dramatically up the odds of Thriving Amidst Today’s Chaos—and creating untold shareholderAmidst Today’s Chaos—and creating untold shareholder value in the process.)value in the process.)


They say “men.”I say “WOMEN.”I say “WOMEN.”

They say Diversity is a “good thing.”I say Diversity is a Fresh Breath of Creative Air … AbsolutelyI say Diversity is a Fresh Breath of Creative Air … Absolutely Necessary for Economic Salvation in perilous times.Necessary for Economic Salvation in perilous times.

They say “Wait your turn, honor those who have marched these corridors before you.”I say Get Off Your Butt & Go for the Gold … TODAY … or signI say Get Off Your Butt & Go for the Gold … TODAY … or sign the transfer papers willing your job in perpetuity to athe transfer papers willing your job in perpetuity to a Chinese or Indian who Gives a Shit and Gets Up Chinese or Indian who Gives a Shit and Gets Up (VERY) Early and works Saturdays & Sundays.(VERY) Early and works Saturdays & Sundays.

They say “offshoring” is a “blight.”I say the Earth proved not to be the center of the Solar I say the Earth proved not to be the center of the Solar System … and the USA is not the epicenter-in-perpetuitySystem … and the USA is not the epicenter-in-perpetuity of the Earth … and that we had best learn … NOW … toof the Earth … and that we had best learn … NOW … to prosper and take pleasure in a dynamic, exciting, creative,prosper and take pleasure in a dynamic, exciting, creative, multi-polar economic environment. (Damn it.)multi-polar economic environment. (Damn it.)


They say “It’s a fright.”I say “It’s a Helluva Ride.”I say “It’s a Helluva Ride.”

They say it’s “daunting.”I say it’s “a bronco-bustin’ day at the rodeo.”I say it’s “a bronco-bustin’ day at the rodeo.”

They say “Life is a marathon; husband your strength.”I say “Life is a sprint. Begin planning your World-beatingI say “Life is a sprint. Begin planning your World-beating Me Inc. start-up … TODAY.”Me Inc. start-up … TODAY.”

They say lifetime employment was a boon.I say lifetime employment was Indentured Servitude,I say lifetime employment was Indentured Servitude, modern-day Slavery.modern-day Slavery.

They say “safety net.”I say “I say “II am my safety net; give me some version of the am my safety net; give me some version of the ‘ ‘Ownership Society.’”Ownership Society.’”

They say “zero defects.”I say “A day without a screwup or two is a day pissedI say “A day without a screwup or two is a day pissed away.”away.”


They say “Think about it.”I say “Try it.”I say “Try it.”

They say “Plan it.”I say “Test it.”I say “Test it.”

They say “continuous improvement.”I say “Bold Leaps.”I say “Bold Leaps.”

They say “Keep on Improvin’.”I say “Keep on Leapin’.”I say “Keep on Leapin’.”

They say “Built to last.”I say “Built to Soar. We’re all dead in the long run …I say “Built to Soar. We’re all dead in the long run … live your Insane Fantasy. Devil take the hindmost.”live your Insane Fantasy. Devil take the hindmost.”

They (Jim Collins) say “Walgreens is Cool.”I say “I love Larry Ellison.” (Oracle rules … at leastI say “I love Larry Ellison.” (Oracle rules … at least for the next ten minutes.)for the next ten minutes.)


They say “Play the odds.”I say “Reward excellent failures. Punish mediocre I say “Reward excellent failures. Punish mediocre successes.” (Thanks, Phil Daniels.)successes.” (Thanks, Phil Daniels.)

They say “Eighty-hour weeks will kill you.” I say “Work 35-hour weeks, and the Chinese will I say “Work 35-hour weeks, and the Chinese will kill you.”kill you.”

They say “Install cost controls with teeth.”I say “Ha. Ha. Ha. Blow Up the existing enterprise andI say “Ha. Ha. Ha. Blow Up the existing enterprise and start with a Clean Sheet of Paper.”start with a Clean Sheet of Paper.”

They say “Install cost controls with teeth.”I say “Grow the Top Line.”I say “Grow the Top Line.”

They say “Radical change takes a decade.”I say “Radical change takes a Minute.” (See AA.)I say “Radical change takes a Minute.” (See AA.)

They say “Times are changing.”I say “Everything has already changed. Tomorrow is theI say “Everything has already changed. Tomorrow is the First Day of Your Revolution … or you’re Toast.”First Day of Your Revolution … or you’re Toast.”


They say “We can’t all be Anita Roddick or Maxine Clark or Stan Shih or Les Wexner or Jerry Yang.”I say “Why not?”I say “Why not?”

They say “We can’t all be Revolutionaries.”I say “Why not?”I say “Why not?”

They say “We can’t all be a Brand.”I say “Why not?”I say “Why not?”

They say “Beware the Hype.”I say “Been to China lately? Visited Infosys inI say “Been to China lately? Visited Infosys in Bangalore lately?”Bangalore lately?”

They say this is just a Rant.I say this is just Reality.I say this is just Reality.

They say “The man is not nice.”I say “The times are not forgiving.”I say “The times are not forgiving.”

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