LEAVE ITLEAVE IT
TO TO BEAVER.BEAVER.
Trapper: <$20<$20 per beaver pelt.
Source: WSJ
WDCPWDCP:: $$150150 to remove to remove
“problem beaver”; “problem beaver”; $$750750--$$1,0001,000 for flood-control for flood-control
piping … so that beavers piping … so that beavers can stay.can stay.
Source: Source: WSJWSJ
wdcp/“Wildlife wdcp/“Wildlife Damage-control Damage-control
Professional”:Professional”: $$150150 to “remove” “problem to “remove” “problem
beaver”; beaver”; $$750750-$-$1,0001,000 for flood-control piping … for flood-control piping … so that beavers can stay.so that beavers can stay.
Source: Source: WSJWSJ
Tom Peters’ X25*Tom Peters’ X25*
EXCELLENCEXCELLENCE. ALWAYS.E. ALWAYS.
Property Loss Research BureauProperty Loss Research BureauOrlando/0319.07Orlando/0319.07
**In Search of ExcellenceIn Search of Excellence 1982-2007 1982-2007
Slides at …
tompeters.comtompeters.com
EXCELLENCE. EXCELLENCE.
VALUE ADDED.VALUE ADDED.UP THE LADDER.UP THE LADDER.
The Value-added Ladder/ STUFF ‘N’ THINGSSTUFF ‘N’ THINGS
GoodsGoods Raw Materials Raw Materials
The Value-added Ladder/Stuff & TRANSACTIONSTRANSACTIONS
ServicesServicesGoodsGoods
Raw Materials Raw Materials
EXCELLENCE.EXCELLENCE.
VALUE-ADDED LADDER I.VALUE-ADDED LADDER I. SOLVE IT. SOLVE IT.
$55$55BB
MasterCard MasterCard AdvisorsAdvisors
WHAT CAN BROWNWHAT CAN BROWN DO FOR YOU? DO FOR YOU?
TrapperTrapper
toto
WDCP/“Wildlife WDCP/“Wildlife Damage-control Damage-control Professional”Professional”
HuHuggee:: Customer Customer
SatisfactionSatisfaction versus versus
Customer Customer
SuccessSuccess
The Value-added Ladder/ OPPORTUNITY-SEEKINGOPPORTUNITY-SEEKING
Gamechanging Gamechanging Solutions/Client Solutions/Client
SuccessSuccessServicesGoods
Raw Materials
Department Head
to …
ManaginManaging g
PartnerPartner, , ISIS [HR, R&D, etc.] IncInc..
““Typically in a mortgage company or Typically in a mortgage company or financial services company, ‘risk financial services company, ‘risk
management’ is an overhead, not a management’ is an overhead, not a revenue center. We’ve become more revenue center. We’ve become more
than that.than that. We pay for We pay for ourselves, and we ourselves, and we
actually make money actually make money for the companyfor the company.”.” ——Frank Frank
Eichorn, Director of Credit Risk Data Management Group, Eichorn, Director of Credit Risk Data Management Group, Wells Fargo Home MortgageWells Fargo Home Mortgage (Source: sas.com) ( (Source: sas.com) (Who Owns Who Owns
the Data? Using Internal Customer Relationship the Data? Using Internal Customer Relationship Management to Improve Business and IT Integration Management to Improve Business and IT Integration —Frank —Frank
Eichorn)Eichorn)
TheThe ““PSF35PSF35””:: Thirty-Five Thirty-Five
Professional Service Firm Professional Service Firm Marks of ExcellenceMarks of Excellence
The PSF35: The Work & The Legacy
1.1. CRYSTAL CLEAR POINT OF VIEWCRYSTAL CLEAR POINT OF VIEW
(E very Practice Group: “If you can’t explain your position in eight(E very Practice Group: “If you can’t explain your position in eight words or less, you don’t have a position”—Seth Godin)words or less, you don’t have a position”—Seth Godin)2. 2. DRAMATIC DIFFERENCEDRAMATIC DIFFERENCE (“We are the only ones who do what (“We are the only ones who do what we do”—Jerry Garcia)we do”—Jerry Garcia)3. Stretch Is Routine (“Never bite off less than you can chew”—anon.)3. Stretch Is Routine (“Never bite off less than you can chew”—anon.)4. Eye-Appetite for Game-changer Projects (Excellence at Assembling4. Eye-Appetite for Game-changer Projects (Excellence at Assembling “ “Best Team”—Fast) Best Team”—Fast) 5. “Playful” Clients (Adventurous folks who unfailingly Aim to Change5. “Playful” Clients (Adventurous folks who unfailingly Aim to Change the World)the World)6. Small “Uneconomic” Clients with Big Aims6. Small “Uneconomic” Clients with Big Aims7. Life Is Too Short to Work with Jerks (Fire lousy clients)7. Life Is Too Short to Work with Jerks (Fire lousy clients)8. 8. OBSESSED WITH LEGACYOBSESSED WITH LEGACY (Practice Group and Individual: “Dent the (Practice Group and Individual: “Dent the Universe”—Steve Jobs)Universe”—Steve Jobs)9. Fire-on-the-spot Anyone Who Says, “Law/Architecture/Consulting/9. Fire-on-the-spot Anyone Who Says, “Law/Architecture/Consulting/ I-banking/ Accounting/PR/Etc. has become a ‘commodity’ ”I-banking/ Accounting/PR/Etc. has become a ‘commodity’ ”10. Consistent with #9 above … 10. Consistent with #9 above … DO NOT SHY AWAY FROM THEDO NOT SHY AWAY FROM THE WORD (IDEA) “RADICAL”WORD (IDEA) “RADICAL”
Pointed Pointed Point of Point of View!View!
Department Head
to …
ManaginManaging g
PartnerPartner, , ISIS [HR, R&D, etc.] IncInc..
EXCELLENCE. EXCELLENCE.
ATTITUDE.ATTITUDE.TRANSFORMATION.TRANSFORMATION.
PSF.PSF.
HCare CIO: “Technology Executive” (workin’ in a hospital)
Or/to: Full-scale, Full-scale, AccountableAccountable (life or death)
Member-Partner of XYZ Member-Partner of XYZ Hospital’s Hospital’s Senior Senior HealinHealingg-Services -Services TeamTeam (who happens to be a techie)
EXCELLENCE.EXCELLENCE.
VALUE-ADDED LADDER II.VALUE-ADDED LADDER II. EXPERIENCE IT. EXPERIENCE IT.
““Experiences Experiences are as distinct are as distinct
from services as from services as services are from services are from goods.”goods.” —Joe Pine & Jim Gilmore, The
Experience Economy: Work Is Theatre & Every Business a Stage
$79$7988(vs. $415)(vs. $415)
The Value-added Ladder/ MEMORABLE CONNECTIONMEMORABLE CONNECTION
Spellbinding Spellbinding ExperiencesExperiences
Gamechanging SolutionsServicesGoods
Raw Materials
Experience: “Rebel Lifestyle!”
“What we sell is the “What we sell is the ability for a 43-year-old ability for a 43-year-old accountant to dress in accountant to dress in
black leather, ride black leather, ride through small towns and through small towns and
have people be afraidhave people be afraid of him.” of him.”
HarleyHarley exec, quoted in Results-Based Leadership
EXCELLENCE.EXCELLENCE.
VALUE-ADDED LADDER III.VALUE-ADDED LADDER III.
DREAM IT.DREAM IT.
The Value-added Ladder/ EMOTIONEMOTION
Dreams Come TrueDreams Come TrueSpellbinding Experiences Gamechanging Solutions
ServicesGoods
Raw Materials
““Dreams Come True”:Dreams Come True”:
IBMIBMUPSUPS
The The (NEW)(NEW) Value-added Ladder Value-added Ladder
Dreams Come TrueDreams Come TrueSpellbinding Experiences Spellbinding Experiences Gamechanging Solutions/ Gamechanging Solutions/
client successclient successServicesServicesGoodsGoods
Raw Materials Raw Materials
NEW ZEALAND NEW ZEALAND 20072007
Ho hum: 2+ weeks in New Zealand …Ho hum: 2+ weeks in New Zealand …
PfizerPfizerFordFordGapGap
ChryslerChryslerYahooYahoo
microsoftmicrosoftwal*martwal*mart
????????????
EXCELLENCE. EXCELLENCE.
INNOVATE. INNOVATE. OR. DIE.OR. DIE.
“I am often asked by would-be entrepreneurs seeking escape from life within huge corporate structures, ‘How do I build a small firm for myself?’ The
answer seems obvious: Buy a Buy a very large one very large one and just waitand just wait.”.”
—Paul Ormerod, Why Most Things Fail: Evolution, Extinction and Economics
““It is It is notnot the the strongest of the strongest of the
species that survives, species that survives, nornor the most the most
intelligent, but intelligent, but the the one most responsive one most responsive to changeto change.”.” —Charles Darwin
try try things.things.
““We made mistakes, of course. Most of them were We made mistakes, of course. Most of them were omissions we didn’t think of when we initially wrote the omissions we didn’t think of when we initially wrote the
software. software. We fixed them by doing it over and over, We fixed them by doing it over and over, again and again.again and again. We do the same today. While our We do the same today. While our competitors are still sucking their thumbs trying to competitors are still sucking their thumbs trying to
make the design perfect, we’re already on prototype make the design perfect, we’re already on prototype
versionversion ##55.. By the time our rivals areBy the time our rivals are
ready with wires and screws, we are on versionready with wires and screws, we are on version
##1010.. It gets back to It gets back to
planning versus actingplanning versus acting: : We act We act from day onefrom day one; ; others plan how others plan how toto planplan——for monthsfor months.”.” —Bloomberg by —Bloomberg by
BloombergBloomberg
Screw. Screw. things.things.
Up.Up.
““RewardReward excellent failures.
PunishPunish mediocre
successes.”Phil Daniels, Sydney exec
We We becomebecome who we hang who we hang
out with 1out with 1
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
Rob McEwen/CEO/CEO/
Goldcorp Inc./Goldcorp Inc./Red Lake Red Lake goldgold
Source: Source: Wikinomics: How Mass Wikinomics: How Mass Collaboration Changes EverythingCollaboration Changes Everything, , Don Tapscott & Anthony WilliamsDon Tapscott & Anthony Williams
EXCELLENCE. EXCELLENCE.
BEDROCK.BEDROCK.LEADERSHIP.LEADERSHIP.
9Ps. 9Ps.
PURPOSEPURPOSE..PASSIONPASSION..PotentialPotential..PresencePresence..PersonalPersonal..
PERSISTENCEPERSISTENCE..PEOPLEPEOPLE. . PotentPotent..
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)
PURPOSEPURPOSE..
PASSIONPASSION..PotentialPotential..PresencePresence..PersonalPersonal..
PERSISTENCEPERSISTENCE..PEOPLEPEOPLE. . PotentPotent..
PositivePositive..
““Nothing is so Nothing is so contagious as contagious as enthusiasm.”enthusiasm.”
—Samuel Taylor Coleridge
PURPOSEPURPOSE..PASSIONPASSION..
PotentialPotential..PresencePresence..PersonalPersonal..
PERSISTENCEPERSISTENCE..PEOPLEPEOPLE. . PotentPotent..
PositivePositive..
“The role of the Director is to create a space where the actors
and 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
PURPOSEPURPOSE..PASSIONPASSION..PotentialPotential..
PresencePresence..PersonalPersonal..
PERSISTENCEPERSISTENCE..PEOPLEPEOPLE. . PotentPotent..
PositivePositive..
2255
PURPOSEPURPOSE..PASSIONPASSION..PotentialPotential..PresencePresence..
PersonalPersonal..PERSISTENCEPERSISTENCE..
PEOPLEPEOPLE. . 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
PURPOSEPURPOSE..PASSIONPASSION..PotentialPotential..PresencePresence..PersonalPersonal..
PERSISTENCEPERSISTENCE..PEOPLEPEOPLE. . PotentPotent..
PositivePositive..
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
PURPOSEPURPOSE..PASSIONPASSION..PotentialPotential..PresencePresence..PersonalPersonal..
PERSISTENCEPERSISTENCE..
PEOPLEPEOPLE. . PotentPotent..
PositivePositive..
““Leaders Leaders
‘‘dodo’’ people. people.
Period.”Period.” —Anon.
PARC’s Bob Taylor:
“Connoisseu“Connoisseur r
of Talent”of Talent”
““Leaders Leaders
‘‘SERVESERVE’’ people. people.
Period.”Period.” —Anon.
((Servant Leadership Servant Leadership byby Robert Greenleaf)Robert Greenleaf)
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
PURPOSEPURPOSE..PASSIONPASSION..PotentialPotential..PresencePresence..PersonalPersonal..
PERSISTENCEPERSISTENCE..PEOPLEPEOPLE. .
PotentPotent..PositivePositive..
"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.
PURPOSEPURPOSE..PASSIONPASSION..PotentialPotential..PresencePresence..PersonalPersonal..
PERSISTENCEPERSISTENCE..PEOPLEPEOPLE. . 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
PURPOSEPURPOSE..PASSIONPASSION..PotentialPotential..PresencePresence..PersonalPersonal..
PERSISTENCEPERSISTENCE..PEOPLEPEOPLE. . PotentPotent..
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!!