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1 LONGExcellence.Always. Housing Leadership Summit 2011 Hanley Wood Business Media Tom Peters/Chicago/23 May 2011 (Slides at tompeters.com)

2 NOTE: To appreciate this presentation [and ensure that it is not a mess ], you need Microsoft fonts: Showcard Gothic, Ravie, Chiller and Verdana

3 Excellence. Thriving in a VUCA Environment. VUCA Environment. Housing Leadership Summit 2011 Hanley Wood Business Media Tom Peters/Chicago/23 May 2011 (Slides at tompeters.com)

4 V olatility U ncertainty C omplexity A mbiguity Source: U.S. Army

5 "Barn's burnt down … now I can see the moon." Masahide, Japanese poet

6 Purpose. Excellence.

7 Organizations exist to serve. Period. Leaders live to serve. Period. serve. Period.

8 Excellence. Always. If not Excellence, what? If not Excellence now, when?

9 Excellence1982: The Bedrock Eight Basics Excellence1982: The Bedrock Eight Basics 1. A Bias for Action 2. Close to the Customer 3. Autonomy and Entrepreneurship 4. Productivity Through People 5. Hands On, Value-Driven 6. Stick to the Knitting 7. Simple Form, Lean Staff 8. Simultaneous Loose-Tight Properties Properties

10 Breakthrough 82* People! People!Customers!Action!Values! *In Search of Excellence

11 Epigraph/s Business has to give people enriching, rewarding lives … Business has to give people enriching, rewarding lives … or it's simply not worth doing. Richard Branson or it's simply not worth doing. Richard Branson

12 The Memories That Matter.

13 The Memories That Matter The Memories That Matter The people you developed who went on to stellar accomplishments inside or outside stellar accomplishments inside or outside the company. the company. The (no more than) two or three people you developed who went on to create stellar institutions of their own. create stellar institutions of their own. The long shots (people with a certain something) you bet on who surprised themselvesand your peers. surprised themselvesand your peers. The people of all stripes who 2/5/10/20 years later say You made a difference in my life, later say You made a difference in my life, Your belief in me changed everything. Your belief in me changed everything. The sort of/character of people you hired in general. (And the bad apples you chucked out despite some stellar traits.) apples you chucked out despite some stellar traits.) A handful of projects (a half dozen at most) you doggedly pursued that still make you smile and which fundamentally changed the way still make you smile and which fundamentally changed the way things are done inside or outside the company/industry. things are done inside or outside the company/industry. The supercharged camaraderie of a handful of Great Teams aiming to The supercharged camaraderie of a handful of Great Teams aiming to change the world. change the world.

14 The Memories That Matter The Memories That Matter Belly laughs at some of the stupid-insane things you and your mates tried. tried. Less than a closet full of I should have … A frighteningly consistent record of having invariably said, Go for it! invariably said, Go for it! Not intervening in the face of considerable lossrecognizing that to develop top talent means tolerating failures and allowing the develop top talent means tolerating failures and allowing the person who screwed up to work their own way through and out of person who screwed up to work their own way through and out of their self-created mess. their self-created mess. Dealing with one or more crises with particular/memorable aplomb. Demanding … CIVILITY … regardless of circumstances. Turning around one or two or so truly dreadful situationsand watching almost everyone involved rise to the occasion (often to watching almost everyone involved rise to the occasion (often to their own surprise) and acquire a renewed sense of purpose in the their own surprise) and acquire a renewed sense of purpose in the process. process. Leaving something behind of demonstrable-lasting worth. (On short as well as long assignments.) well as long assignments.)

15 The Memories That Matter The Memories That Matter Having almost always (99% of the time) put Quality and Excellence ahead of Quantity. (At times an unpopular approach.) ahead of Quantity. (At times an unpopular approach.) A few critical instances where you stopped short and could have done morebut to have done so would have compromised your and done morebut to have done so would have compromised your and your teams character and integrity. your teams character and integrity. A sense of time well and honorably spent. The expression of simple human kindness and considerationno matter how harried you may be/may have been. matter how harried you may be/may have been. Understood that your demeanor/expression of character always set the toneespecially in difficult situations. the toneespecially in difficult situations. Never (rarely) let your external expression of enthusiasm/ determination flagthe rougher the times, the more your expressed determination flagthe rougher the times, the more your expressed energy and bedrock optimism and sense of humor showed. energy and bedrock optimism and sense of humor showed. The respect of your peers. A stoic unwillingness to badmouth otherseven in private.

16 The Memories That Matter The Memories That Matter An invariant creed: When something goes amiss, The buck stops with me; when something goes right, it was their doing, not yours. me; when something goes right, it was their doing, not yours. A Mandela-like naïve belief that others will rise to the occasion if given the opportunity. rise to the occasion if given the opportunity. A reputation for eschewing the trappings of power. (Strong self- management of tendencies toward arrogance or dismissiveness.) management of tendencies toward arrogance or dismissiveness.) Intense, even driven … but not to the point of being careless of others in the process of forging ahead. in the process of forging ahead. Willing time and again to be surprised by ways of doing things that are inconsistent with your certain hypotheses. inconsistent with your certain hypotheses. Humility in the face of others, at every level, who know more than you about the way who know more than you about the way things really are. things really are. Bit your tongue on a thousand occasionsand listened, really really listened. (And been constantly delighted when, as a result, you really listened. (And been constantly delighted when, as a result, you invariably learned something new and invariably increased your invariably learned something new and invariably increased your connection with the speaker.) connection with the speaker.)

17 The Memories That Matter The Memories That Matter Unalloyed pleasure in being informed of the fallaciousness of your beliefs by someone 15 years your junior and several rungs below you beliefs by someone 15 years your junior and several rungs below you on the hierarchical ladder. on the hierarchical ladder. Selflessness. (A sterling reputation as a guy always willing to help out with alacrity despite personal cost.) with alacrity despite personal cost.) As thoughtful and respectful, or more so, toward thine enemies as toward friends and supporters. toward friends and supporters. Always and relentlessly put at the top of your list/any list being first and foremost of service to your list being first and foremost of service to your internal and external constituents. (Employees/Peers/ internal and external constituents. (Employees/Peers/ Customers/Vendors/Community.) Customers/Vendors/Community.) Treated the term servant leadership as holy writ. (And preached servant leadership to othersnew non-managerial hire or old servant leadership to othersnew non-managerial hire or old pro, age 18 or 48.) pro, age 18 or 48.)

18 The Memories That Matter The Memories That Matter Created the sort of workplaces youd like your kids to inhabit. (Explicitly conscious of this Would I want my inhabit. (Explicitly conscious of this Would I want my kids to work here? litmus test.) kids to work here? litmus test.) A certifiable nut about quality and safety and integrity. (More or less regardless of any costs.) less regardless of any costs.) A notable few circumstances where you resigned rather than compromise your bedrock beliefs. compromise your bedrock beliefs. Perfectionism just short of the paralyzing variety. A self- and relentlessly enforced group standard of EXCELLENCE-in-all-we-do/EXCELLENCE in our EXCELLENCE-in-all-we-do/EXCELLENCE in our behavior toward one another. behavior toward one another.

19 In a way, the world is a great liar. It shows you it worships and admires money, but at the end of the day it doesnt. It says it adores fame and celebrity, but it doesnt, not really. The world admires, and wants to hold on to, and not lose, goodness. It admires virtue. At the end it gives its greatest tributes to generosity, honesty, courage, mercy, talents well used, talents that, brought into the world, make it better. Thats what it really admires. Thats what we talk about in eulogies, because thats whats important. We dont say, The thing about Joe was he was rich! We say, if we can …

20 … We say, if we can … … We say, if we can … The thing about Joe was he took good care of people. The thing about Joe was he took good care of people. Peggy Noonan, A Lifes Lesson, on the astounding response to the passing of Tim Russert, Peggy Noonan, A Lifes Lesson, on the astounding response to the passing of Tim Russert, The Wall Street Journal, June 21-22, 2008 The Wall Street Journal, June 21-22, 2008

21 Sam S. Smith 1942 – 2011 Net Worth $27,543,672.48

22 Not.

23 At a party …

24 At a party given by a billionaire on Shelter Island, Kurt Vonnegut informs his pal, Joseph Heller, that their host, a hedge fund manager, had made more money in a single day than Heller had earned from his wildly popular novel Catch-22 over its whole history. Heller responds …

25 At a party given by a billionaire on Shelter Island, Kurt Vonnegut informs his pal, Joseph Heller … that their host, a hedge fund manager, had made more money in a single day than Heller had earned from his wildly popular novel Catch-22 over its whole history. Heller responds … Yes, but I have something he will never have … Source: John Bogle, Enough. The Measures of Money, Business, and Life (Bogle is founder of the Vanguard Mutual Fund Group) Source: John Bogle, Enough. The Measures of Money, Business, and Life (Bogle is founder of the Vanguard Mutual Fund Group)

26 At a party given by a billionaire on Shelter Island, Kurt Vonnegut informs his pal, Joseph Heller … that their host, a hedge fund manager, had made more money in a single day than Heller had earned from his wildly popular novel Catch-22 over its whole history. Heller responds … Yes, but I have something he will never have … enough. enough. Source: John Bogle, Enough. The Measures of Money, Business, and Life (Bogle is founder of the Vanguard Mutual Fund Group) Source: John Bogle, Enough. The Measures of Money, Business, and Life (Bogle is founder of the Vanguard Mutual Fund Group)

27

28 Too Much Cost, Not Enough Value Too Much Speculation, Not Enough Investment Too Much Complexity, Not Enough Simplicity Too Much Counting, Not Enough Trust Too Much Business Conduct, Not Enough Professional Conduct Too Much Salesmanship, Not Enough Stewardship Too Much Focus on Things, Not Enough Focus on Commitment Too Many Twenty-first Century Values, Not Enough Eighteenth-Century Values Too Much Success, Not Enough Character Source: Chapter titles from Jack Bogle, Enough.

29 Passion.

30 The greatest danger for most of us is not that our aim is too high and we miss it, but that it is too low and we reach it. Michelangelo

31 On ADMIRAL HORATIO NELSON*: [other] admirals more frightened of losing than anxious to win *Andrew Lambert, Nelson: Britannias God of War

32 !

33 In Search of Excellence A Passion for Excellence Thriving on Chaos Liberation Management Crazy Times Call for Crazy Organizations The Pursuit of WOW! You Cant Shrink Your Way to Greatness Re-imagine!

34 On Stage.

35 25

36 MBWA Managing By Wandering Around/HP

37 A leader is a dealer in hope. Napoleon

38 "If your actions inspire others to dream more, learn more, do more and become more, you are a leader." John Quincy Adams John Quincy Adams

39 Half-full Cups: [Ronald Reagan] radiated an almost transcendent happiness. Lou Cannon, Reagan biographer

40 A man without a smiling face must not open a shop. A man without a smiling face must not open a shop. Chinese Proverb

41 Its always showtime. Its always showtime. David DAlessandro, Career Warfare

42 Youve got to be able to see the beauty in a hamburger bun. Ray Kroc

43 Ear power.

44 The doctor interrupts after …* after …* *Source: Jerome Groopman, How Doctors Think

45 18 …

46 18 … seconds!

47 [An obsession with] Listening is... the ultimate mark of Respect. of Respect. Listening is... the heart and soul of Engagement. Listening is... the heart and soul of Kindness. Listening is... the heart and soul of Thoughtfulness. Listening is... the basis for true Collaboration. Listening is... the basis for true Partnership. Listening is... a Team Sport. Listening is... a Developable Individual Skill.* (*Though women are far better at it than men.) are far better at it than men.) Listening is... the basis for Community. Listening is... the bedrock of Joint Ventures that work. Listening is... the bedrock of Joint Ventures that grow. Listening is... the core of effective Cross-functional Communication* (*Which is in turn Attribute #1 of Communication* (*Which is in turn Attribute #1 of organizational effectiveness.) organizational effectiveness.)[cont.]

48 Listening is... the engine of superior EXECUTION. Listening is... the key to making the Sale. Listening is... the key to Keeping the Customers Business. Listening is... Service. Listening is... the engine of Network development. Listening is... the engine of Network maintenance. Listening is... the engine of Network expansion. Listening is... Social Networkings secret weapon. Listening is... Learning. Listening is... the sine qua non of Renewal. Listening is... the sine qua non of Creativity. Listening is... the sine qua non of Innovation. Listening is... the core of taking diverse opinions aboard. Listening is... Strategy. Listening is... Source #1 of Value-added. Listening is... Differentiator #1. Listening is... Profitable.* (*The R.O.I. from listening is higher than from any other single activity.) from any other single activity.) Listening is … the bedrock which underpins a Commitment to EXCELLENCE EXCELLENCE

49 *Listening is of the utmost … importance! *Listening is a proper … ! *Listening is … ! *Listening is a … ! *Listening is of the utmost … strategic importance! *Listening is a proper … core value ! *Listening is … trainable ! *Listening is a … profession !

50 Best Listeners Win … if you dont listen, you dont sell anything. Carolyn Marland

51 K = R = P

52 Courtesies of a small and trivial character are the ones which strike deepest in the grateful and appreciating heart. Courtesies of a small and trivial character are the ones which strike deepest in the grateful and appreciating heart. Henry Clay, American Statesman ( )

53 Press Ganey Assoc: 139,380 former patients from 225 hospitals: none of THE top 15 factors determining P atient S atisfaction referred to patients health outcome. Instead: directly related to Staff Interaction; directly correlated with Employee Satisfaction Source: Putting Patients First, Susan Frampton, Laura Gilpin, Patrick Charmel

54 There is a misconception that supportive interactions require more staff or more time and are therefore more costly. Although labor costs are a substantial part of any hospital budget, the interactions themselves add nothing to the budget. Kindness is free. Listening to patients or answering their questions costs nothing. It can be argued that negative interactionsalienating patients, being non-responsive to their needs or limiting their sense of controlcan be very costly. … Angry, frustrated or frightened patients may be combative, withdrawn and less cooperativerequiring far more time than it would have taken to interact with them initially in a positive way. Source: Putting Patients First, Susan Frampton, Laura Gilpin, Patrick Charmel (Griffin Hospital/Derby CT; Planetree Alliance)There is a misconception that supportive interactions require more staff or more time and are therefore more costly. Although labor costs are a substantial part of any hospital budget, the interactions themselves add nothing to the budget. Kindness is free. Listening to patients or answering their questions costs nothing. It can be argued that negative interactionsalienating patients, being non-responsive to their needs or limiting their sense of controlcan be very costly. … Angry, frustrated or frightened patients may be combative, withdrawn and less cooperativerequiring far more time than it would have taken to interact with them initially in a positive way. Source: Putting Patients First, Susan Frampton, Laura Gilpin, Patrick Charmel (Griffin Hospital/Derby CT; Planetree Alliance)

55 K = R = P

56 Kindness = Repeat Business = Profit. Profit.

57 K = R = P/Kindness = Repeat business = Profit Kindness:Kind.Thoughtful.Decent.Caring.Attentive.Engaged. Listens well/obsessively. Appreciative.Open.Visible.Honest.Responsive. On time all the time. Apologizes with dispatch for screw-ups. Over-reacts to screw-ups of any magnitude. Professional in all dealings. Optimistic. Understands that kindness to staff breeds kindness to others/outsiders. Applies throughout the supply chain. Applies to 100% of customers staff. Explicit part of values statement. Basis for evaluation of 100% of our staff.

58 We look for... listening, caring, smiling, saying Thank you, being warm. Colleen Barrett, former President, Southwest Airlines

59 "Appreciative words are the most powerful force for good on earth. for good on earth. George W. Crane, physician, columnist The two most powerful things in existence: a kind word and a thoughtful gesture. Ken Langone, co-founder, Home Depot

60 I regard apologizing as the most magical, healing, restorative gesture human beings can make. It is the centerpiece of my work with executives who want to get better. Marshall Goldsmith, What Got You Here Wont Get You There: How Successful People Become Even More Successful. Even More Successful.

61 With a new and forthcoming policy on apologies … Toro, the lawn mower folks, reduced the average cost of settling a claim from $115,000 in 1991 to $35,000 in 2008 and the company hasnt been to trial in the last 15 years! The VA hospital in Lexington, Massachusetts, developed an approach, totally uncharacteristic in healthcare, to apologizing for errorseven when no patient request or claim was made. In 2000, the systemic mean VA hospital malpractice settlement throughout the United States was $413,000; the Lexington VA hospital settlement number was $36,000and there were far fewer per patient claims to begin with.) Source: John Kador, Effective Apology

62 Keep a short enemies list. can do than the good done by a hundred friends. Keep a short enemies list. One enemy can do more damage than the good done by a hundred friends. Bill Walsh (from The Score Takes Care of Itself)

63 One of the secrets of a long and fruitful life is to forgive everybody of everything every night right before going to bed. Bernard Baruch One of the secrets of a long and fruitful life is to forgive everybody of everything every night right before going to bed. Bernard Baruch

64 Its a simple fact. Many people will remember a simple sleight for decades! Beware! consumer goods exec for decades! Beware! consumer goods exec

65 When dealing with people, remember you are not dealing with creatures of logic, but with creatures of emotion, creatures bristling with prejudice and motivated by pride and vanity. Dale Carnegie (from Timeless Wisdom, compiled by Gary Fenchuk)

66 Berezovsky … came under attack from the newly powerful Primakov, and was shunned by most of the powerful Primakov, and was shunned by most of the political elite. Putin made a point of attending Berezovskys wifes birthday party. Berezovsky repaid Putin by championing his candidacy to run the F.S.B., Russias secret police, formerly the K.G.B., and ultimately by suggesting that the Family make him president. To sum up, the mans qualifications were: he did not take a bribe from a car dealership and had been unafraid to go to a party for an acquaintance who had fallen into disfavor. Dead Soul, Vanity Fair, October 2008 political elite. Putin made a point of attending Berezovskys wifes birthday party. Berezovsky repaid Putin by championing his candidacy to run the F.S.B., Russias secret police, formerly the K.G.B., and ultimately by suggesting that the Family make him president. To sum up, the mans qualifications were: he did not take a bribe from a car dealership and had been unafraid to go to a party for an acquaintance who had fallen into disfavor. Dead Soul, Vanity Fair, October 2008

67 Never ever ever badmouth a competitor or rival it diminishes the attacker far more than the target!

68 THERE ONCE WAS A TIME WHEN A THREE-MINUTE PHONE CALL WOULD HAVE AVOIDED SETTING OFF THE DOWNWARD SPIRAL THAT RESULTED IN A COMPLETE RUPTURE.* Relationships (of all varieties) : THERE ONCE WAS A TIME WHEN A THREE-MINUTE PHONE CALL WOULD HAVE AVOIDED SETTING OFF THE DOWNWARD SPIRAL THAT RESULTED IN A COMPLETE RUPTURE.* *divorce, loss of a BILLION $$$ aircraft sale, etc., etc.

69 THE PROBLEM IS RARELY/NEVER THE PROBLEM. THE RESPONSE TO THE PROBLEM INVARIABLY ENDS UP BEING THE REAL PROBLEM THE PROBLEM IS RARELY/NEVER THE PROBLEM. THE RESPONSE TO THE PROBLEM INVARIABLY ENDS UP BEING THE REAL PROBLEM.* *PERCEPTION IS ALL THERE IS!

70 Hard Is Soft Soft Is Hard

71 Hard Is Soft (Plans, # s ) Soft Is Hard (people, customers, values, relationships)

72 R.O.I.R. >> R.O.I.

73 R eturn O n I nvestment In R elationships

74 Allied commands depend on mutual confidence, and this confidence is gained, above all through the development of friendships. of friendships. General D.D. Eisenhower, Armchair General* (05.08) *Perhaps his most outstanding ability [at West Point] was the ease with which he made friends and earned the was the ease with which he made friends and earned the trust of fellow cadets who came from widely varied backgrounds; it was a quality that would pay great dividends during his future coalition command.

75 People power

76 You have to treat your employees like customers. Herb Kelleher, upon being asked his secret to success Source: Joe Nocera, NYT, Parting Words of an Airline Pioneer, on the occasion of Herb Kellehers retirement after 37 years at Southwest Airlines (SWAs pilots union took out a full-page ad in USA Today thanking HK for all he had done) ; across the way in Dallas, American Airlines pilots were picketing AAs Annual Meeting)

77 "If you want staff to give great service, give great service to staff." "If you want staff to give great service, give great service to staff." Ari Weinzweig, Zingerman's

78 A Nice Place to Work Some of our people spend their entire working lives in our agency. We do our damnedest to make it a happy experience. I put this first, believing that superior service to our clients, and profits for our stockholders, depend on it. … David Ogilvy, on Ogilvy & Mathers corporate culture David Ogilvy, on Ogilvy & Mathers corporate culture

79 Happy experience: I put this first.

80 We are aLife Success Company. We are aLife Success Company. Dave Liniger, founder, RE/MAX

81 Brand = Talent.

82 To develop and manage talent; to apply that talent, throughout the world, for the benefit of clients; to do so in partnership; to do so with profit. Our Mission To develop and manage talent; to apply that talent, throughout the world, for the benefit of clients; to do so in partnership; to do so with profit. WPP

83 Oath of Office: Managers/Servant Leaders Oath of Office: Managers/Servant Leaders Our goal is to serve our customers brilliantly and profitably over the long haul. the long haul. Serving our customers brilliantly and profitably over the long haul is a product of brilliantly serving, over the long haul, the haul is a product of brilliantly serving, over the long haul, the people who serve the customer. people who serve the customer. Hence, our job as leadersthe alpha and the omega and everything in betweenis abetting the sustained growth everything in betweenis abetting the sustained growth and success and engagement and enthusiasm and and success and engagement and enthusiasm and commitment to Excellence of those, one at a time, who commitment to Excellence of those, one at a time, who directly or indirectly serve the ultimate customer. directly or indirectly serve the ultimate customer. Weleaders of every stripeare in the Human Growth and Development and Success and Aspiration to Excellence Development and Success and Aspiration to Excellence business. business. We [leaders] only grow when they [each and every one of our colleagues] are growing. growing. We [leaders] only succeed when they [each and every one of our colleagues] are succeeding. are succeeding. We [leaders] only energetically march toward Excellence when they [each and every one of our colleagues] are energetically marching they [each and every one of our colleagues] are energetically marching toward Excellence. toward Excellence.Period.

84 I didnt have a mission statement at Burger King. I had a dream. Very simple. It was something like,Burger King is 250,000 people, every one of whom gives a shit. Every one. Accounting. Systems. Not just the drive through. Everyone is in the brand. Thats what were talking about, nothing less. Barry Gibbons

85 7 Steps to Sustaining Success You take care of the people. The people take care of the service. The service takes care of the customer. The customer takes care of the profit. The profit takes care of the re-investment. The re-investment takes care of the re-invention. The re-invention takes care of the future. (And at every step the only measure is EXCELLENCE.)

86 7 Steps to Sustaining Success You take care of the people. The people take care of the service. The service takes care of the customer. The customer takes care of the profit. The profit takes care of the re-investment. The re-investment takes care of the re-invention. The re-invention takes care of the future. (And at every step the only measure is EXCELLENCE.)

87 The ONE Question: In the last year [3 years, current job], name the … three people … whose growth youve most contributed to. Please explain where they were at the beginning of the year, where they are today, and where they are heading in the next 12 months. Please explain … in painstaking detail … your development strategy in each case. Please tell me your biggest development disappointmentlooking back, could you or would you have done anything differently? Please tell me about your greatest development triumphand disasterin the last five years. What are the three big things youve learned about helping people grow along the way?

88 Andrew Carnegies Tombstone Inscription … Here lies a man Who knew how to enlist In his service Better men than himself. Source: Peter Drucker, The Practice of Management

89 The leaders of Great Groups … love talent … and know where to find it. They … revel in … the talent of others. Warren Bennis & Patricia Ward Biederman, Organizing Genius

90 Les Wexner: From sweaters to people!

91 A man should never be promoted to a managerial position if his vision focuses on peoples rather than on their. Peter Drucker, The Practice of Management A man should never be promoted to a managerial position if his vision focuses on peoples weaknesses rather than on their strengths. Peter Drucker, The Practice of Management

92 If the regimental commander lost most of his 2nd lieutenants and 1st lieutenants and captains and majors, it would be a tragedy. If he lost his sergeants it would be a catastrophe. The Army and the Navy are fully aware that success on the battlefield is dependent to an extraordinary degree on its Sergeants and Chief Petty Officers. Does industry have the same awareness?

93 The four most important words in any organization are …

94 The four most important words in any organization are … What do you think? are … What do you think? Source: courtesy Dave Wheeler, posted at tompeters.com

95 To develop others, start with yourself. Marshall Goldsmith

96 Being aware of yourself and how you affect everyone around you is what distinguishes a superior leader. Edie Seashore (Strategy + Business #45)

97 "Everyone thinks of changing the world, but no one thinks of changing himself" - Leo Tolstoy

98 WTTMSW

99 1 /45

100 READY. FIRE! AIM. H. Ross Perot (vs Aim! Aim! Aim! /EDS vs GM/1985)

101 "How often I found where I should be going only by setting out for somewhere else. Buckminster Fuller

102 In Search of Excellence /1982: The Bedrock Eight Basics The Bedrock Eight Basics 1. A Bias for Action 2. Close to the Customer 3. Autonomy and Entrepreneurship 4. Productivity Through People 5. Hands On, Value-Driven 6. Stick to the Knitting 7. Simple Form, Lean Staff 8. Simultaneous Loose-Tight Properties Properties

103 Korea!

104 Can do

105 Lesson45: WTTMSW

106 WhoeverTriesTheMostStuff Wins* *Joe knows!

107 What makes God laugh?

108 People making plans!

109 Ever notice that What the hell is always the right decision? Source: a shrewd observation, attributed to an unknown Hollywood scriptwriter NB: I admit it. I found the quote, not at a Harvard B. School exec program, but in a nearby Cambridge novelty shop. Theres a message herenot least of which is to consider the value of the $4.00 card vs. a $4,000-a-day program at the HBS? The card, however, cost a lot more than $4; I ordered a couple of hundred, and give them away like candies at seminars.

110 relentless trial and error* *Cornerstone of effective approach to rebalancing company portfolios in the face of changing and uncertain global economic conditions (Wall Street Journal, ) economic conditions (Wall Street Journal, )

111 Read It Richard Farson & Ralph Keyes: Whoever Makes the Most Mistakes Wins: The Paradox of Innovation

112 Fail. Forward. Fast. Fail. Forward. Fast. High Tech CEO, Pennsylvania

113 Sams Secret #1!

114 No man ever became great except through many and great mistakes. William Gladstone (from Timeless Wisdom, compiled by Gary Fenchuk) (from Timeless Wisdom, compiled by Gary Fenchuk)

115 The Silicon Valley of today is built less atop the spires of earlier triumphs than upon the rubble of earlier debacles.Paul Saffo, tech futurist, Palo Alto

116 I have missed more than 9,000 shots in my career. I have lost almost 300 games. On 26 occasions I have been entrusted to take the game winning shot and missed. I have failed over and over and over again in my life. And that is why I succeed. Michael Jordan

117 … and that is why I succeed

118 Experience is not the best teacher. It is not even a good teacher. It is too slow, imprecise and ambiguous. Russell Ackoff

119 He who has the quickest O.O.D.A. Loops* wins! *Observe. Orient. Decide. Act. /Col. John Boyd

120 Re-arrange the mind of the enemy T.E. Lawrence

121 We dont sell insurance anymore. We sell speed. Peter Lewis, Progressive

122 It is not the strongest of the species that survives, nor the most intelligent, but the one most responsive to change. It is not the strongest of the species that survives, nor the most intelligent, but the one most responsive to change. Charles Darwin

123 You miss 100% of the shots you never take. WayneGretzky You miss 100% of the shots you never take. Wayne Gretzky

124 BLAME NOBODY. EXPECT NOTHING. DO SOMETHING. DO SOMETHING. Source: Locker room sign posted by NFL football coach Bill Parcells football coach Bill Parcells

125 The HanG out Theorem

126 You will become like the five people you associate with the mostthis can be either a blessing or a curse. Billy Cox You will become like the five people you associate with the mostthis can be either a blessing or a curse. Billy Cox

127 The Hang Out Axiom I: We are What We Eat/We Are the company we keep we keep

128 Measure/Manage: Portfolio Strangeness/Quality Staff Consultants Vendors Out-sourcing Partners (#, Quality, Diversity) Innovation Alliance Partners Customers Competitors (who we benchmark against) Strategic Initiatives Product Portfolio (Line extension v. Leap) IS/IT Projects HQ Location Lunch Mates Language Board Etc.

129 The We are what we eat/ We are who we hang out with Axiom: At its core, every (!!!) relationship-partnership decision (employee, vendor, customer, etc, etc) is a strategic decision about: Innovate, Yes or The We are what we eat/ We are who we hang out with Axiom: At its core, every (!!!) relationship-partnership decision (employee, vendor, customer, etc, etc) is a strategic decision about: Innovate, Yes or No

130 Two-thirds of the time, they pick the wrong competitor to worry about. How do dominant companies lose their position? Two-thirds of the time, they pick the wrong competitor to worry about. Don Listwin, CEO, Openwave Systems/WSJ

131 The short road to ruin is to emulate the methods of your adversary. Winston Churchill

132 While everything may be better, it is also increasingly the same. Paul Goldberger on retail, The Sameness of Things, New York Times

133 COMPETITORS: The best swordsman in the world doesnt need to fear the second best swordsman in the world; no, the person for him to be afraid of is some ignorant antagonist who has never had a sword in his hand before; he doesnt do the thing he ought to do, and so the expert isnt prepared for him; he does the thing he ought not to do and often it catches the expert out and ends him on the spot. Mark Twain

134 Diverse groups of problem solversgroups of people with diverse toolsconsistently outperformed groups of the best and the brightest. If I formed two groups, one random (and therefore diverse) and one consisting of the best individual performers, the first group almost always did better. … Diversity trumped ability. Scott Page, The Difference: How the Power of Diversity Creates Better Groups, Firms, Schools, and SocietiesDiverse groups of problem solversgroups of people with diverse toolsconsistently outperformed groups of the best and the brightest. If I formed two groups, one random (and therefore diverse) and one consisting of the best individual performers, the first group almost always did better. … Diversity trumped ability. Scott Page, The Difference: How the Power of Diversity Creates Better Groups, Firms, Schools, and Societies

135 Diversity … per se … is a key … maybe the key … to effective and innovative decision making.

136 Our business needs a massive transfusion of talent, and talent, I believe, is most likely to be found among … non- conformists, dissenters and rebels. David Ogilvy

137 diversity

138 Can you pass the … Squint test?

139 Whos the most interesting person youve met in the last 90 days? How do I get in touch with them? Fred Smith

140 Vanity Fair: What is your most marked characteristic? characteristic? Mike Bloomberg: Curiosity.

141 Rob McEwen/CEO/ Goldcorp Inc./ Red Lake Source: Rob McEwen/CEO/ Goldcorp Inc./ Red Lake gold Source: Wikinomics: How Mass Collaboration Changes Everything, Don Tapscott & Anthony Williams

142

143 Maximize TGR s Maximize TGR s

144 Conveyance: Kingfisher Air Location: Approach to New Delhi

145 May I clean your glasses, sir?

146 It BEGINS (and ENDS ) in the …

147 parking lot* *Disney

148 Carls Street- Sweeper

149 FLOWER POWER* *Thanks, Stanley Marcus!

150 Dont like it? Dont pay. Source: Granite Rock Co.

151 TGR [Things Gone WRONG -Things Gone RIGHT ] TGR [Things Gone WRONG -Things Gone RIGHT ]

152 Little = BIG

153 Big carts = 1.5X 1.5X Source: Walmart

154 Bag sizes = New markets: $B $B Source: PepsiCo

155 Socks = 10,000

156 Love. Hate. Design.

157 All Equal Except … At Sony we assume that all products of our competitors have basically the same technology, price, performance and features. Design is the only thing that differentiates one product from another in the marketplace. Norio Ohga

158 Design is treated like a religion at BMW. Fortune

159 We dont have a good language to talk about this kind of thing. In most peoples vocabularies, design means veneer. … But to me, nothing could be further from the meaning of design. Design is the fundamental soul of a man-made creation. Steve Jobs We dont have a good language to talk about this kind of thing. In most peoples vocabularies, design means veneer. … But to me, nothing could be further from the meaning of design. Design is the fundamental soul of a man-made creation. Steve Jobs

160 You know a design is good when you want to lick it. Steve Jobs Source: Design: Intelligence Made Visible, Stephen Bayley & Terence Conran Stephen Bayley & Terence Conran

161 Packaging Power: From Quaker Oats to … Listerine PocketPaks

162 Salt is salt is salt. Right? Not when it comes in a blue box with a picture of a little girl carrying an umbrella. Morton International continues to dominate the U.S. salt market even though it charges more for a product that is demonstrably the same as many other products on the shelf. Tom Asaker, Humanfactor Marketing

163 Quaker Oats/Packaging, Power of … 1870: animal feed. 1890: A delicacy for the epicure, a nutritious dainty for the invalid, a delight to the children Source: Thomas Hine, The Total Package: The Evolution and Secret Meanings of Bottles, Boxes, Cans and Tubes (on Quaker Oats)

164 Hypothesis: DESIGN is the principal difference between love and hate!* Hypothesis: DESIGN is the principal difference between love and hate!* *Not like and dislike

165 Design is … never neutral.

166 Monopoly Power.

167 I am often asked by would-be entrepreneurs seeking escape from life within huge corporate structures, The answer seems obvious …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 … Source: Paul Ormerod, Why Most Things Fail: Evolution, Extinction and Economics

168 Buy a very large one and just wait.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 very large one and just wait. Paul Ormerod, Why Most Things Fail: Evolution, Extinction and Economics

169 Mr. Foster and his McKinsey colleagues collected detailed performance data stretching back 40 years for 1,000 U.S. companies. They found that none of the long-term survivors managed to outperform the market. Worse, the longer companies had been in the database, the worse they did. Financial Times

170 Data drawn from the real world attest to a fact that is beyond our control: Norberto Odebrecht, Education Through Work Data drawn from the real world attest to a fact that is beyond our control: Everything in existence tends to deteriorate. Norberto Odebrecht, Education Through Work

171 Spinoffs … systematically perform better than IPOs … track record, profits … freed from the confines of the parent … more entrepreneurial, more nimbleJerry Knight/ Washington Post/ 08.05

172 #4 Japan #3 USA #2 China #1 Germany

173 MittELstand* ** MittELstand* ** *agile creatures darting between the legs of the multinational monsters" (Bloomberg BusinessWeek, 10.10) the multinational monsters" (Bloomberg BusinessWeek, 10.10) **E.g. Goldmann Produktion

174 agile creatures darting between the legs of the multinational monsters" the legs of the multinational monsters" Source: Bloomberg BusinessWeek on the German MITTELSTAND

175 Seymour CT

176 Larry Janesky Rocks …

177 *Basement Systems Inc. (Seymour CT) *Dry Basement Science (100,000++ copies!) *1990: $0; 2003: $13M; 2008: $62,000,000

178

179 Jims Mowing Canada Jims Mowing UK Jims Antennas Jims Bookkeeping Jims Building Maintenance Jims Carpet Cleaning Jims Car Cleaning Jims Computer Services Jims Dog Wash Jims Driving School Jims Fencing Jims Floors Jims Painting Jims Paving Jims Pergolas [gazebos] Jims Pool Care Jims Pressure Cleaning Jims Roofing Jims Security Doors Jims Trees Jims Window Cleaning Jims Windscreens Note: Download, free, Jim Penmans book: What Will They Franchise Next? The Story of Jims Group

180 Skunk Camp #1 : American Mittelstand (F500 A.W.O.L.) Frank Perdue/ Perdue Farms (It takes a tough man to make a tender chicken.) Tom Malone/ Milliken and Company (BEST quality program in America) Don Burr/ People Express (Turned the airline industry upside down with fun and discount fares) Tom Monaghan/ Dominos Pizza (30-minute delivery promise was revolutionary) Stew Leonard/ Stew Leonards (Only acceptable standard is WOW!) Hal Rosenbluth/ Rosenbluth International (Customer second, our people FIRST) John McConnell/ Worthington Industries (Profitable steel superstar … in USA!) Bill and Vieve Gore/ W.L. Gore (Goretex) Bob Buckman/ Buckman Labs (Single-handedly invented what we now call knowledge management.)

181 Be the best. Its the only market thats not crowded. From: Retail Superstars: Inside the 25 Best Independent Stores in America, George Whalin Independent Stores in America, George Whalin

182 You do not merely want to be the best of the best. You want to be considered the only ones who do what you do. Jerry Garcia

183 Retail Superstars: Inside the 25 Best Independent Stores in America by George Whalin

184 Hartville Hardware Hartville, Ohio, pop <2, ,000 square feet (plus catalog, Web serve location) Family run One of biggest and best tool merchants in USA Customers from 100s of miles away Renowned semi-annual tool sale (12,000 transactions at recent incarnation) Anchor for 110-independent Hartville MarketPlace Staff are premier trainers Etc. Etc. Source: Retail Superstars: Inside the 25 Best Independent Stores in America, George Whalin Hartville Hardware Hartville, Ohio, pop <2, ,000 square feet (plus catalog, Web serve location) Family run One of biggest and best tool merchants in USA Customers from 100s of miles away Renowned semi-annual tool sale (12,000 transactions at recent incarnation) Anchor for 110-independent Hartville MarketPlace Staff are premier trainers Etc. Etc. Source: Retail Superstars: Inside the 25 Best Independent Stores in America, George Whalin

185 Abt Electronics/Family/1936 Insane competition (Chicagoland!) Campus/350K sq.ft./37 acres/$300M revenue Design Center (Classes on every-damn-thing, etc.) Destination like Ikea (restaurant, atrium with spectacular flowers, 7,500 gallon aquarium, etc.) In-house delivery teams (spiffy uniforms, etc.) Training/knowledge training!!!!!!!! Yes. Period. NO EXCUSES. Over-staffed Merchandising (boats displaying marine electronics, cars with various systems, etc.) Web (encyclopedic info re almost all stuff sold, blog, live chat with live experts 24/7, etc.) Rating of services (>>> Home Depot, Lowes, etc.) Source: George Whalin, Retail Superstars Abt Electronics/Family/1936 Insane competition (Chicagoland!) Campus/350K sq.ft./37 acres/$300M revenue Design Center (Classes on every-damn-thing, etc.) Destination like Ikea (restaurant, atrium with spectacular flowers, 7,500 gallon aquarium, etc.) In-house delivery teams (spiffy uniforms, etc.) Training/knowledge training!!!!!!!! Yes. Period. NO EXCUSES. Over-staffed Merchandising (boats displaying marine electronics, cars with various systems, etc.) Web (encyclopedic info re almost all stuff sold, blog, live chat with live experts 24/7, etc.) Rating of services (>>> Home Depot, Lowes, etc.) Source: George Whalin, Retail Superstars

186 Jungle Jims International Market, Fairfield, Ohio: An adventure in shoppertainment, as Jungle Jims call it, begins in the parking lot and goes on to 1,600 cheeses and, yes, 1,400 varieties of hot sauce not to mention 12,000 wines priced from $8 to $8,000 a bottle; all this is brought to you by 4,000 vendors. Customers come from every corner of the globe. Bronners Christmas Wonderland, Frankenmuth, Michigan, pop 5,000: 98,000-square-foot shop features the likes of 6,000 Christmas ornaments, 50,000 trims, and anything else you can name if it pertains to Christmas. Source: George Whalin, Retail Superstars

187

188 Small Giants: Companies that Chose to Be Great Instead of Big They cultivated exceptionally intimate relationships with customers and suppliers, based on personal contact, one-on- one interaction, and mutual commitment to delivering on promises. ach company had an extraordinarily intimate relationship with the local city, town, or county in which it did business -- a relationship that went well beyond the usual concept of `giving back. Each company had an extraordinarily intimate relationship with the local city, town, or county in which it did business -- a relationship that went well beyond the usual concept of `giving back. The companies had what struck me as unusually intimate workplaces. I noticed the passion that the leaders brought to what the company did. They loved the subject matter, whether it be music, safety lighting, food, special effects, constant torque hinges, beer, records storage, construction, dining, or fashion."

189 Billboard … ONLY 262 MILES TO BUC-EES YOU CAN HOLD IT.* *If I werent already married, Id have my wedding there. Dallas Morning News Metro blogger there. Dallas Morning News Metro blogger

190 YOU CAN HOLD IT.

191 Be the best. Its the only market thats not crowded.

192 Bedrock.

193 Conrad Hilton …

194 Conrad Hilton, at a gala celebrating his career, was called to the podium and asked, His answer … Conrad Hilton, at a gala celebrating his career, was called to the podium and asked,What were the most important lessons you learned in your long and distinguished career? His answer …

195 remember to tuck the shower curtain inside the bathtub. remember to tuck the shower curtain inside the bathtub.

196 Women Decide. Women spend. Women Save. Women rule. Women Decide. Women spend. Women Save. Women rule.

197 W = 25T > 2(C + I)

198 W > 2X (C + I)* *Women now drive the global economy. Globally, they control about $20 trillion in consumer spending, and that figure could climb as high as $28 trillion in the next five years. Their $13 trillion in total yearly earnings could reach $18 trillion in the same period. In aggregate, women represent a growth market bigger than China and India combinedmore than twice as big in fact. Given those numbers, it would be foolish to ignore or underestimate the female consumer. And yet many companies do just thateven ones that are confidant that they have a winning strategy when it comes to women. Consider Dells … Source: Michael Silverstein and Kate Sayre, The Female Economy, HBR, 09.09

199 Forget China, India and the Internet : Economic Growth Is Driven by Women. Source: Headline, Economist

200 One thing is certain: Womens rise to power, which is linked to the increase in wealth per capita, is happening in all domains and at all levels of society. Women are no longer content to provide efficient labor or to be consumers with rising budgets and more autonomy to spend. … This is just the beginning. The phenomenon will only grow as girls prove to be more successful than boys in the school system. For a number of observers, we have already entered the age ofwomenomics, the economy as thought out and practiced by a woman. Aude Zieseniss de Thuin, Womens Forum for the Economy and Society

201 Women are the majority market Fara Warner/The Power of the Purse

202 The Five Global Trends Driving Female Consumers The Five Global Trends Driving Female Consumers 1. The presence of more women in the workforce changes everything. 2. Delayed marriage means more money spent on me. 3. Lower birthrates globally means fewer kids but more stuff. 4. The divorce economy means two of everything. 5. The presence of more older women redefines target markets. Source: Why She Buys: The New Strategy for Reaching the Worlds Most Powerful Consumers, by Bridget Brennan [Key word: World this applies literally everywhere]

203 Women as Decision Makers/Various sources Home Furnishings … 94% Vacations … 92% (Adventure Travel … 70%/ $55B travel equipment) Houses … 91% D.I.Y. (major home projects) … 80% Consumer Electronics … 51% (66% home computers) Cars … 68% (influence 90% ) All consumer purchases … 83% * Bank Account … 89% Household investment decisions … 67% Small business loans/biz starts … 70% Health Care … 80% *In the USA women hold >50% managerial positions including >50% purchasing officer positions; hence women also make the majority of commercial purchasing decisions.

204 Sales/Aftersales Process Sales/Aftersales Process 1. Kick-off – women 2. Research – women 3. Purchase – men 4. Ownership – women 5. Word-of-mouth – women Source: Marti Barletta

205 The most significant variable in every sales situation is the gender of the buyer, and more importantly, how the salesperson communicates to the buyers gender. The most significant variable in every sales situation is the gender of the buyer, and more importantly, how the salesperson communicates to the buyers gender. Jeffery Tobias Halter, Selling to Men, Selling to Women

206 The Perfect Answer Jill and Jack buy slacks in black…

207

208 Lowes!

209 Home Depot is still very much a guys chain. But women, according to Lowes research, initiate 80 percent of all home-improvement purchase decisions especially the big ticket orders like kitchen cabinets, flooring and bathrooms. We focused on a customer nobody in home improvement has focused on. Dont get me wrong, but women are far more discriminating than men, says CEO Robert Tillman, a Lowes lifer. Forbes.com

210 Editorial/Men: Tables, rankings.* Editorial/Women: Narratives that cohere.* *Editor-in-Chief, Redwood Publications (UK)

211 Genetically Altered Food Would eat: M/71%; F/50% Give to children: M/59%; F/37% Pay more for non-altered: M/35%; F/47% Source: & USA Today

212 Green!

213 *Safety! *Quality!/Freshness! *Nutritious! *Green!/Organic! *Attractive!/Packaging! *A Great Story!

214 Force of Nature The Unlikely Story of Walmart s Green Revolution How it could transform business and save the world by Edward Humes ( … one of the most important stories of corporate leadership in modern historyAmory Lovins, Rocky Mountain Institute)

215 The TV remote control!

216 Women dont buy brands. Theyjoin them. Faith Popcorn, EVEolution

217 2.6 vs. 21

218 Female users are the unsung heroines behind the most engaging, fastest growing, and valuable consumer internet and e-commerce companies. Especially when it comes to social and shopping, women rule the Internet. In e-commerce, female purchasing power is clear. Sites like Zappos Groupon, Gilt Groupe, Etsy, and Diapers are all driven by a majority of female customers. According to Gilt Groupe, women are 70% of the customers and 74% of revenue; and 77% of Groupons customers are female. But whats different now is an exciting new crop of e-commerce companies. One Kings Lane, Plum District, Stella & Dot, Rent the Runway, Modcloth, BirchBox, Shoedazzle, Zazzle and Shopkickc are just a few examples of companies leveraging girl power. The majority of these companies were also founded by women, which is also an exciting trend. And take a look at four of the new horsemen of the consumer webFacebook, Zygna, Groupon and Twitter. The majority of all four properties users are female. Make that horsewomen.Female users are the unsung heroines behind the most engaging, fastest growing, and valuable consumer internet and e-commerce companies. Especially when it comes to social and shopping, women rule the Internet. In e-commerce, female purchasing power is clear. Sites like Zappos Groupon, Gilt Groupe, Etsy, and Diapers are all driven by a majority of female customers. According to Gilt Groupe, women are 70% of the customers and 74% of revenue; and 77% of Groupons customers are female. But whats different now is an exciting new crop of e-commerce companies. One Kings Lane, Plum District, Stella & Dot, Rent the Runway, Modcloth, BirchBox, Shoedazzle, Zazzle and Shopkickc are just a few examples of companies leveraging girl power. The majority of these companies were also founded by women, which is also an exciting trend. And take a look at four of the new horsemen of the consumer webFacebook, Zygna, Groupon and Twitter. The majority of all four properties users are female. Make that horsewomen. So, if youre at a consumer web company, how can this insight help you? Would you like to lower your cost of customer acquisition? Or grow revenue faster? Maybe you would benefit from having a larger base of female customers. If so, what would you change to make your product/service more attractive to female customers? Do you do enough product and user interface testing with female users? Have you figured out how to truly unleash the shopping and social power of women? You could also take a look at your team. Do you have women in key positions? Aileen Lee, Kleiner Perkins Caufield & Byers ( )

219 Women Decide. Women spend. Women Save. Women rule. Women Decide. Women spend. Women Save. Women rule.

220 AS LEADERS, WOMEN RULE: New Studies find that female managers outshine their male counterparts in almost every measure TITLE/ Special Report/ BusinessWeekAS LEADERS, WOMEN RULE: New Studies find that female managers outshine their male counterparts in almost every measure TITLE/ Special Report/ BusinessWeek

221 Headline 2020: Women Hold 80 Percent of Management and Professional Jobs Source: The Extreme Future: The Top Trends That Will Reshape the World in the Next 20 Years, James Canton

222 Power Women 100/Forbes female CEOs of Public Companies: Vs. Men/Market: +28% * (*Post-appointment) Vs. Industry: +15%

223 TAKE THIS QUICK QUIZ Who manages more things at once? Who puts more effort into their appearance? Who usually takes care of the details? Who finds it easier to meet new people? Who asks more questions in a conversation? Who is a better listener? Who has more interest in communication skills? Who is more inclined to get involved? Who encourages harmony and agreement? Who has better intuition? Who works with a longer to do list? Who enjoys a recap to the days events? Who is better at keeping in touch TAKE THIS QUICK QUIZ: Who manages more things at once? Who puts more effort into their appearance? Who usually takes care of the details? Who finds it easier to meet new people? Who asks more questions in a conversation? Who is a better listener? Who has more interest in communication skills? Who is more inclined to get involved? Who encourages harmony and agreement? Who has better intuition? Who works with a longer to do list? Who enjoys a recap to the days events? Who is better at keeping in touch with others? Selling Is a Womans Game: with others? Source/from the back cover: Selling Is a Womans Game: 15 Powerful Reasons Why Women Can Outsell Men, Nicki Joy & Susan Kane-Benson 15 Powerful Reasons Why Women Can Outsell Men, Nicki Joy & Susan Kane-Benson

224 Women Beat Men at Art of Investing Source: Headline, Miami Herald, reporting on a study by Profs. Terrance Odean and Brad Barber, UC Davis Women Beat Men at Art of Investing Source: Headline, Miami Herald, reporting on a study by Profs. Terrance Odean and Brad Barber, UC Davis (Cause: Guys are in and out of stocks more often; women choose carefully and hold on for the long term)

225 Value Line: Top State* Investment Clubs … All male 19 … Coed 22 … All FEMALE * VT & Maine not included; D.C. included

226 *Women decide. *Women save. *Women spend. *Women rule.

227 THE NEW GENDER GAP: From kinder- garten to grad school, boys are becoming the second sex Cover story, BusinessWeekTHE NEW GENDER GAP: From kinder- garten to grad school, boys are becoming the second sex Cover story, BusinessWeek

228 Girls are the new boys. Source: The Daily Mail, ,Why todays women want a girl

229 Are men obsolete? Headline, USN&WR

230 1/8/20 1/8/20

231 1/8 seconds 20 years

232 Date: 1/1/11 Activity: USA Boomers start turning 65 Rate: 1 every 8 seconds Duration: 20 years Impacted: EVERYTHING

233 Must read: SHOCK OF GRAY: The Aging of the Worlds Population and How It Pits Young Against Old, Child Against Parent, Worker Against Boss, Company Against Rival, and Nation Against Nation Ted Fishman

234 !!!!!!!!!!!!!!!!! People turning 50 today have more than half of their adult life ahead of them. People turning 50 today have more than half of their adult life ahead of them. Bill Novelli, 50+: Igniting a Revolution to Reinvent America

235 7/13

236 55+ > 55-* *[55-plus] are more active in online finance, shopping and entertainment than those under 55?Forrester Research finance, shopping and entertainment than those under 55?Forrester Research (USA Today, 8 January 2009)

237 $8.4T

238 Boomers: 70% will inherit/ $300K average/ Top 8 million $1.5M average/ Total inheritance $8.4 Trillion Source: Forbes/

239 Baby-boomer Women : The Sweetest of Sweet Spots for Marketers David Wolfe and Robert Snyder, Ageless MarketingBaby-boomer Women : The Sweetest of Sweet Spots for Marketers David Wolfe and Robert Snyder, Ageless Marketing

240 Turnkey Transformation. Turnkey Transformation.

241 Lou, Your mission is to break the company up and release hidden value!

242 $55B* *IBM Global Services/ Systems integrator of choice

243 IB M to I B M

244 Never mind computers and tech services. IBMs radical new focus is on revamping customers operations and running them. Headline/ BW

245 Planetary Rainmaker-in-Chief! [CEO Sam] Palmisanos strategy is to expand techs borders by pushing users and entire industriestoward radically different business models. The payoff for IBM would be access to an ocean of revenuePalmisano estimates it at $500 billion a year that technology companies have never been able to touch.Fortune

246 HP to acquire EDS* for billion Source: Hewlett-Packard press release/ *EDS was the first large computer services.HP to acquire EDS* for $13.9 billion Source: Hewlett-Packard press release/ *EDS was the first large computer services.

247 The leading Indian outsourcers reckon that the key to their long-term prosperity is bagging ever larger deals …The Economist/ The leading Indian outsourcers reckon that the key to their long-term prosperity is bagging ever larger deals … and moving ever higher up the value chain.The Economist/

248 Big Browns New Bag: UPS Aims to Be the Traffic Manager for Corporate America Headline/BWUPS 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 (E.g., UPS Logistics manages the logistics of 4.5M Ford vehicles, from 21 mfg. sites to 6,000 NA dealers) Big Browns New Bag: UPS Aims to Be the Traffic Manager for Corporate America Headline/BWUPS 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 (E.g., UPS Logistics manages the logistics of 4.5M Ford vehicles, from 21 mfg. sites to 6,000 NA dealers)

249 What Can Brown Do for You? Source: ubiquitous UPS ad campaign

250 THE GIANT STALKING BIG OIL: How Schlumberger Is Rewriting the Rules of the Energy Game.: IPM [Integrated Project Management] strays from [Schlumbergers] traditional role as a service provider and moves deeper into areas once dominated by the majors. Source: BusinessWeek cover story, January 2008

251 IPMs Chief: Well do just about anything an oilfield owner would want, from drilling to production.

252 GE Enterprise Solutions* GE Enterprise Solutions delivers high-impact, integrated solutions that improve customers productivity and profitability. Enterprise Solutions helps customers compete and win in a changing global environment by combining the power of GEs intelligent technologies with its multi-industry experience and expertise. Enterprise Solutions comprises high-tech, high-growth businesses including Sensing & Inspection Technologies, Security, GE Fanuc Intelligent Platforms, and Digital Energy. The business has 17,000 customer-focused associates in more than 60 countries around the world. *from GE.com

253 MasterCard Advisors

254 Flagship of BestBuy Wholesale Solutions Strategy Makeover. I. LAN Installation Co. (3%) II. Geek Squad. (30%.) III. Acquired by BestBuy. IV. Flagship of BestBuy Wholesale Solutions Strategy Makeover.

255 California Closets: a whole-life upgrade, not just a tidy bedroom. Source: WSJ/ , Why the Container- Store Guy Wants to Be Your Therapist

256 Up, Up, Up, Up the Value-added Ladder.

257 wow. wow.

258

259 Zappos 10 Corporate Values Deliver WOW! through service. Embrace and drive change. Create fun and a little weirdness. Be adventurous, creative and open-minded. Pursue growth and learning. Build open and honest relationships with Zappos 10 Corporate Values Deliver WOW! through service. Embrace and drive change. Create fun and a little weirdness. Be adventurous, creative and open-minded. Pursue growth and learning. Build open and honest relationships with communication. Build a positive team and family spirit. Do more with less. Be passionate and determined. Be humble. communication. Build a positive team and family spirit. Do more with less. Be passionate and determined. Be humble. Source: Delivering Happiness, Tony Hsieh, CEO, Zappos.com

260 Insanely Great Steve Jobs Radically thrilling Insanely Great Steve Jobs Radically thrilling BMW

261 Astonish me! Build something great! Make it immortal! ) Astonish me! (Sergei Diaghlev) Build something great! (Hiroshi Yamauchi ) Make it immortal! (David Ogilvy). )

262 Raise your sights! Blaze new trails! Compete with the immortals! David Ogilvy, on Ogilvy & Mathers corporate culture David Ogilvy, on Ogilvy & Mathers corporate culture

263 Every project we undertake starts with the same question :How can we do what has never been done before? Stuart Hornery, Lend LeaseEvery project we undertake starts with the same question :How can we do what has never been done before? Stuart Hornery, Lend Lease

264 Let us create such a building that future generations will take us for lunatics. the church hierarchs at Seville

265 We are crazy. We should do something when people say it is crazy. If people say something is good, it means someone else is already doing it. Hajime Mitarai, Canon

266 Kevin Roberts Credo 1. Ready. Fire! Aim. 2. If it aint broke... Break it! 3. Hire crazies. 4. Ask dumb questions. 5. Pursue failure. 6. Lead, follow... or get out of the way! 7. Spread confusion. 8. Ditch your office. 9. Read odd stuff. Avoid moderation! Kevin Roberts Credo 1. Ready. Fire! Aim. 2. If it aint broke... Break it! 3. Hire crazies. 4. Ask dumb questions. 5. Pursue failure. 6. Lead, follow... or get out of the way! 7. Spread confusion. 8. Ditch your office. 9. Read odd stuff. 10. Avoid moderation!

267 You cant behave in a calm, rational manner. Youve got to be out there on the lunatic fringe. Jack Welch

268 There is more than one way to skin a cat!* than one way to skin a cat!* *Every project REQUIRES (if youre smart) an outside look by one/some Seriously Weird Cat/s outside look by one/some Seriously Weird Cat/s in pursuit of whacked-out options.

269 14,000 20,000 30

270 14,000/ e Bay 20,000/Amazon 30/Craigslist

271 I doubt if more than one [ad] campaign in a hundred contains a Big Idea.* David Ogilvy *Big Idea source per DO: Stuff your conscious mind with information, then unhook your rational thought process.

272 "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! Bill McKenna, professional motorcycle racer (Cycle magazine )

273 "The object of life's journey is not to arrive at the grave safely in a well preserved body, but rather to skid in sideways, totally worn out, shouting, 'Holy Shit, What a Ride!!! Mavis Leyrer (feisty OCTOGENARIAN, living in Seattle)

274 I WANT TO BE THOROUGHLY USED UP WHEN I DIE. … Life is no brief candle to me. It is a sort of splendid torch which I have got hold of for the moment, and I want to make it burn as brightly as possible before handing it on to future generations. George Bernard Shaw

275 If you ask me what I have come to do in this world, I who am an artist, I will reply: I am here to live my life out loud. Émile Zola

276 If I had any epitaph that I would rather have more than any other, it would be to say that I had … disturbed the sleep of my generation. Adlai Stevenson

277 Wow!

278 Its just a fact … Survivors underperform. Dick Foster

279 The difficulties … arise from the inherent conflict between the need to control existing operations and the need to create an environment that will permit new ideas to flourishand old ones to die a timely death. We believe that most corporations will find it impossible to match or outperform the market without abandoning the assumption of continuity. … The current apocalypsethe transition from a state of continuity to state of discontinuityhas the same suddenness [as the trauma that beset civilization in 1000.] Richard Foster & Sarah Kaplan, Creative Destruction (The McKinsey Quarterly) The difficulties … arise from the inherent conflict between the need to control existing operations and the need to create an environment that will permit new ideas to flourishand old ones to die a timely death. We believe that most corporations will find it impossible to match or outperform the market without abandoning the assumption of continuity. … The current apocalypsethe transition from a state of continuity to state of discontinuityhas the same suddenness [as the trauma that beset civilization in 1000 A.D.] Richard Foster & Sarah Kaplan, Creative Destruction (The McKinsey Quarterly)

280 You know, we cant get out of life alive! We can either die in the bleachers or die on the field. We might as well come down on the field and go for it! Les Brown (from Timeless Wisdom, compiled by Gary Fenchuk) get out of life alive! We can either die in the bleachers or die on the field. We might as well come down on the field and go for it! Les Brown (from Timeless Wisdom, compiled by Gary Fenchuk)

281 ???????? Built to Last vs./or Built to Rock the World

282 But what if [former head of strategic planner at Royal Dutch Shell] Arie de Geus is wrong in suggesting, in The Living Company, that firms should aspire to live forever? Greatness is fleeting and, for corporations, it will become ever more fleeting. The ultimate aim of a business organization, an artist, an athlete or a stockbroker may be to explode in a dramatic frenzy of value creation during a short space of time, rather than to live forever. Kjell Nordström and Jonas Ridderstråle, Funky Business

283 Built to Last v. Built to Flip: The problem with built to last is that its a romantic notion. Large companies are incapable of ongoing innovation, of ongoing flexibility.Increasingly, successful businesses will be ephemeral. They will be built to yield something of valueand once that value has been exhausted, they will vanish. Source: Fast Company

284 Warren Bennis & Patricia Ward Biederman/Organizing Genius: Great Groups Dont Last Very Long !

285 W.A. Mozart 1756 – 1791 HE CHANGED THE WORLD AND ENRICHED HUMANITY

286 "Barn's burnt down … now I can see the moon." Masahide, Japanese poet

287 Never let reality get in the way of imagination. Azar Nafisi, author of Reading Lolita in TeheranNever let reality get in the way of imagination. Azar Nafisi, author of Reading Lolita in Teheran

288 Excellence. Always. If not Excellence, what? If not Excellence now, when?


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