Presentation

http://www.tompeters.com/implementation/boyds_slides.asp

We Are In A Brawl With No

Rules!

1 day in 2001 = Year’s trade in 1949, global calls in 1984.

Source: Charles Handy, The Elephant and the Flea

<1000A.D.: paradigm shift: 1000s of years1000: 100 years for paradigm shift

1800s: > prior 900 years1900s: 1st 20 years > 1800s

2000: 10 years for paradigm shift

21st century: 1000X tech change

than 20th century (“the ‘Singularity,’ a merger between humans and computers that is so rapid and profound it

represents a rupture in the fabric of human history”)

Ray Kurzweil

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.

E-DMVE-DMV

Retinal Scan IDRetinal Scan IDEye TestEye Test

License VendingLicense Vending

Forget>“Learn”

“The problem is never how to get new, innovative

thoughts into your mind, but how to get the old ones out.”

Dee Hock

WHITE COLLAR REVOLUTION

White Collar Revolution

Dilbert

Talent Wars

Work/LifeBalance

New Work: Core Model

WWW

White Collar Robots

Database

Dilbert

Talent Wars

New Work: Core Model

WWW

Database

White Collar Revolution

New Employee

New Organization

New Work

Dilbert

Talent Wars

New Work: Core Model

WWW

Database

White Collar Revolution

Brand YouPSF 1.0

Wow!Projects

“OK . . . Enough!,

So What do I Do”

Five TransformationsDepartments 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

Departments to PSFs

The Big Day

09.11.2000: HP bids $18,000,000,000

for PricewaterhouseCoopers

consulting business!

“These days, building the best server isn’t enough. That’s the

price of entry.”Ann Livermore, Hewlett-Packard

“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”

“UPS wants to take over the sweet spot in the endless loop

of goods, information and capital that all the packages

[it moves] represent.”

ecompany.com/06.01 (E.g., UPS Logistics manages the logistics of 4.5M Ford vehicles, from 21 mfg.

sites to 6,000 NA dealers)

Work Assignments to Wow!Projects

…miles of slack in the system

70,000 + case studies• Over the last 13 years we have asked over

70,000 business professional to tell us about their personal best leadership experience. Virtually 100 percent of them told us about a project they were part of.

• Projects are the birthplace of leaders and leadership.

“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

Wow!Project Nuggets• The Question – Small Ideas Get Bigger

• Quick Prototyping – Slow Get Fast

• Design – Mundane Things Become Exciting

• Small Projects Matter – Ordinary Becomes Wow!

Employees to Brand You

Professionals

“The ‘surplus society’ has a surplus

of similar companies, employing

similar people, with similar educational backgrounds, coming up

with similar ideas, producing

similar things, with similar prices

and similar quality.”

Kjell Nordstrom and Jonas Ridderstrale, Funky Business

When we asked how many organizations do a good job of BRAND INSIDE,

“Very Few!”brand guru David Aaker replied,

“You should always realize that your advertising campaign

trash it!”-Jennifer Dorian

Vice President of Brand Development, TNT

should be a rallying call for your troops. If they don’t feel good about it internally,

Customer Service to Customer

Experience

The “Experience Ladder”

ExperiencesServicesGoods

Raw Materials

1940: Cake from flour, sugar (raw materials economy): $1.00

1955: Cake from Cake mix (goods economy): $2.00

1970: Bakery-made cake (service economy): $10.00

1990: Party @ Chuck E. Cheese (experience economy) $100.00

“Experiences are as distinct from services as

services are from goods.”Joseph Pine & James Gilmore, The Experience Economy: Work Is Theatre &

Every Business a Stage

Ladder Position Measure

Solutions Success(Experiences)

Services Satisfaction

Goods Six-sigma

“Customer Satisfaction” to “Customer Success”

“We’re getting better at [Six Sigma] every day. But we really need to

think about the customer’s profitability. Are customers’ bottom lines really benefiting from what we

provide them?”

Bob Nardelli, GE Power Systems

What does Harley Davidson sell?

Experience: “Rebel Lifestyle!”

“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

Again…

What does Harley sell?

If you are in the business of selling a product or service and

then saying goodbye, you’re days are numbered.

Jack WelchFormer CEO

General Electric

Managers to Leaders

VenturersWanted!

VenturersWanted!

The Five Practices of Leaders

Challenging the Process

Inspiring a Shared Vision

Enabling Others to Act

Modeling the Way

Encouraging the Heart

“Communication between leader and constituent is at the heart of everything.”

John W. Gardner

The biggest problem with leadership

communication is the illusion it has occurred.

Four Fatal Assumptions• Understand

• Agree

• Care

• Act

Leaders must communicate a million complicated things

when they fail to communicate a few simple

profound ones.

Jack Welch on Passion• Question: What is the primary

difference between the top 20 percent and the middle 70 percent?

• Answer: “Passion, they care more, they want to win more. Passion. It’s always the difference. Passion.”

Kurt Carlson to young Marilyn Carlson: “If you

don’t like Sunday School, change it!” (She did.)

there is no chance, no fate no destiny

that can circumvent, hinder or control

the firm resolve of a determined soul

Ella Wheeler Wilcox

!www.tompeters.com

boydclarke@tompeters.com

2002