Tompeters ! company 1 The Enterprise Has Changed: The Road Ahead Boyd L. Clarke C.E.O

1tompeters! company

The Enterprise Has Changed:The Road Ahead

Boyd L. ClarkeC.E.O.

2tompeters! company

White-collarWhite-collarRevolutionRevolution

3tompeters! company

“The high-impact project is the gem . . . the nugget . . . the

fundamental atomic particle from which the new white collar world

will be constructed and/or reconstructed. Projects should

be, well, WOW!”Tom Peters

The Project 50

4tompeters! company

Welcome to the new millennium

Life in the Projects

5tompeters! company

The 4th information revolution . . .

• 3000 BC Mesopotamia

• 1300 BC China

• 1450 AD Germany

6tompeters! company

The Technology is here!!!!!!!

“Information technology is now, but just now, capable of revolutionizing white collar work the same way earlier technologies revolutionized the farm and the factory. Hold onto your hats white collar workers, nothing will ever be the same.”

7tompeters! company

Jeffery Holt

8tompeters! company

Mining in Minnesota

1960284 Mines

48,000 Employees

20007 Mines

6,700 Employees

9tompeters! company

“There’s going to be a fundamental change in the

global economy unlike anything we have had

since the cavemen began bartering.”

Arnold Baker, Chief Economist, Sandia National Laboratory

10tompeters! company

“The corporation as we know it, which is now 120 years old, is

not likely to survive the next 25 years. Legally and

financially, yes, but not structurally and economically.”

Peter Drucker, Business 2.0 (08.00)


“We are in a brawl with no rules!”

Paul Allaire


“It used to be that the big ate the small.

Now the fast eat the slow.”

Geoff Yang, IVP/ (Institutional Venture Partners)


Technical Forces

WWW.


$7.4 trillion by 2004.

Source: Garter Group


22 pages per second

118,800Source: Gartner Group


“ALL OF THESE ‘CONVERSATIONS’ TODAY ABOUT ‘THE WEB’ WILL APPEAR SO BLOODY DAMN SILLY AND PEDESTRIAN TEN … FIVE? … THREE? …YEARS FROM NOW.”

— Tom Peters (11-99)

P.S.: Read Ray Kurzweil’s The Age of Spiritual Machines: When Computers Exceed Human Intelligence


Technical Forces

WWW.

White Collar Robots


White Collar Robots

ATM’s

Movie Tickets

1 (800) 555-1212


Stock Brokers



Travel Agents


Travel Industry

52.2

/ 15.5



Banking Industry

“Banking is necessary.

Banks are not.”Dick Kovacevich,

Norwest/ Wells


Bankers



Sales People

18Million8 Million


Sales People

“We are not seeing the death of sales people, but the death of sales forces.”

Neil RachamHuthwait Associates



Insurance Agents



Purchasing

1200900600


Purchasing at Bentonville

• Facts - 75%/5%

• Decision - 8 or 100

• Policy - No sales people allowed


February 27, 2000 Announcement

Ford, GM & Daimler-Chrysler, arch enemies for nearly a century - create an Internet supplier Marketplace/Virtual Marketspace.


1/100to

1/500

Human Resource Dept.


1/40to

1/680

Human Resource Dept.


Training and Development




“Education over the internet is going to be so big, it’s going to make E-mail usage look like a rounding error .”

John Chambers

CEO, Cisco Systems Inc.

Education


“My best guess is that these schools will be about as successful as Digital Equipment was in competition with Dell.”

Clayton ChristensenHarvard Business School

Education


Video Music

Libraries

Information Distribution



Technical Forces

WWW.

White Collar Robots

Data Base


“UPS used to be a trucking company with technology. Now it’s a

technology company with trucks.”

Forbes (1-00), on UPS’s $11B spent on IS in the 90s; UPS was Forbes’ “Company of the Year”


Social Forces

Dilbert

Work/LifeBalance

Talent Wars


New Economy Characteristics

Non-linear change

Commoditization

Dead-end Incrementalism

Change in Business Model


White-collarWhite-collarRevolutionRevolution


Data Base

WWW.

White Collar Revolution

DilbertWhite Collar Robots

Talent Wars

Work/LifeBalance

New Work: Core Model



New Employee

New Organization

New Work




New EmployeePSF 1.0PSF 1.0

New Work




Brand YouProfessionalBrand You

ProfessionalPSF 1.0

New Work




Brand YouProfessional

PSF 1.0

WOW!ProjectsWOW!

Projects




New Employee

New Organization

New Work



Five Transformations

Departments to Professional Services Firms

Managers to Leaders at all Levels

Customer Service to Customer Experience

Work assignments to WOW!Projects

Employees to Brand YOU Professionals


Managers to

Leaders


“What’s in the shortest supply now are great teams led by great leaders.”

John Doer, venture capitalist


70,000 + Case StudiesOver the last 13 years we have asked over 70,000 business professionals to tell us about their personal best leadership experience. Virtually one hundred percent of them told us about a project they were part of.

Projects are the birthplace of leaders and leadership.


Departmentsto

PSFs


Work Worth Paying For


Employeesto

Brand YouProfessionals


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

— Michael Goldhaber, Wired


“Firms will not ‘manage the careers’ of their employees. They will provide opportunities to enable the employee to develop identity and adaptability and thus be in charge of his or her own career.”

Tim Hall

“The New Protean Career Contract”


Customer Service

toCustomer

Experience


“The Age of the Never Satisfied

Customer”Regis McKenna


What does Harley Davidson

sell?



“What we sell is the ability for a 43-year-old

accountant to dress in black leather, ride through

small towns and have people be afraid of him.”

Harley exec, quoted in Results-based Leadership


Customer Service• On time delivery

• Failure rate

• Defects per 1000

• Absence of defect or complaint

• Return Rate

• Satisfaction


In many industries the correlation between

customer satisfaction and repeat business is zero.


Customer Experience• WOW

• Tingle

• Bewitch

• Dazzle

• Thrill

• Delight


About Quality

“Quality is conformance to requirements, not

goodness.”

Phil Crosby


Satisfy … Conform to Requirements … Exceed

Expectations …Delight! … WOW! … Lust! … ONLY ONES WHO DO

WHAT WE DO!

Satisfy … Conform to Requirements … Exceed

Expectations …Delight! … WOW! … Lust! … ONLY ONES WHO DO

WHAT WE DO!


Work Assignments

toWOW!Projects



Project Tangibles

• Objectives

• Budgets

• Measurements

• Timelines


Project Intangibles

• Passion

• Design & Beauty

• Buzz

• Personality


WOW!Projects


“You really got to me. So many of our information technology projects take on a life of their own, and I know they’ll never end up as more than ‘mediocre successes.’ ”

CEO, F100 financial services company (10-98)


“Reward excellent failures. Punish

mediocre successes.”

Phil Daniels, Sydney exec


Rule #1:Never accept

an assignment as is.


WOW!Project Nuggets• The Reframe - Small Ideas Get Bigger

• Quick Prototyping - Slow results get Faster

• Design and Beauty - Mundane things becomes

exciting

• Small Projects Matter - Ordinary becomes WOW!


No Wiggle Room!

“Incrementalism is innovation’s worst

enemy.” Nicholas Negroponte


Our View of the World

Invent the New World of Work


The Work Matters!

Our Vision is to . . .

Why? . . . Because . . .

Because we are in the middle of a . . .

Five Transformations

Which requires . . .


The Work Matters!


People they have loved.

Great work they have done.


“...Our employees saw the wisdom of focusing on values and behaviors, but the bureaucracy created roadblocks for the clients BECAUSE THE WORK ITSELF

DIDN'T CHANGE. . . . don't fall into that trap.”

-Bob Vickers, Bank of Montreal


“Meaning from work comes form doing great work, not from talking about how meaningful

work should be.”


“Eye Test”


T

H EW O R

K M A T T

E R S ! T H EW O R K M A T

T E R S ! T H E W O RK M A T T E R S ! T H E W O R K ! !



The New World of Work

Boyd L. ClarkeC.E.O.

(513) [email protected]

Slides - www.tompeters.com/training/slides




Inventing The New World of Work

Documents

Tompeters ! company 1 The Enterprise Has Changed: The Road Ahead Boyd L. Clarke C.E.O