1. tompeters ! company 1 The White Collar Revolution

2. tompeters ! company 2 The 4th information revolution... 3000 BCMesopotamia 1300 BCChina 1450 ADGermany

3. tompeters ! company 3 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.”

4. tompeters ! company 4 Jeffery Holt

5. tompeters ! company 5 Mining in Minnesota 1960 284 Mines 48,000 Employees 2000 7 Mines 6,700 Employees

6. tompeters ! company 6 “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

7. tompeters ! company 7 “The period 2000-2002 will bring the single greatest change in worldwide economic and business conditions since we came down from the trees.” David Schneider & Grady Means, MetaCapitalism

8. tompeters ! company 8 “It used to be that the big ate the small. Now the fast eat the slow.” Geoff Yang, IVP/ (Institutional Venture Partners)

9. tompeters ! company 9 “We are in a brawl with no rules!” Paul Allaire

10. tompeters ! company 10 “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)

11. tompeters ! company 11 Technical Forces WWW.

12. tompeters ! company 12 $7.4 trillion by 2004. Source: Gartner Group

13. tompeters ! company 13 22 pages per second 316,800 Source: Gartner Group

14. tompeters ! company 14 “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

15. tompeters ! company 15 Technical Forces WWW. White Collar Robots

16. tompeters ! company 16 White Collar Robots ATM’s Movie Tickets 1 (800) 555-1212

17. tompeters ! company 17 Stock Brokers

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19. tompeters ! company 19 Banking Industry “Banking is necessary. Banks are not.” Dick Kovacevich, Norwest/ Wells

20. tompeters ! company 20 Bankers

21. tompeters ! company 21

22. tompeters ! company 22 Travel Agents

23. tompeters ! company 23 Travel Industry 52.2 / 15.5

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25. tompeters ! company 25 Sales People 18Million 8 Million

26. tompeters ! company 26 Sales People “We are not seeing the death of sales people, but the death of sales forces.” Neil Rackham Huthwaite Associates

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28. tompeters ! company 28 Insurance Agents

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30. tompeters ! company 30 Purchasing 1200 900 600

31. tompeters ! company 31 Purchasing at Bentonville Facts - 75%/5% Decision - 8 or 100 Policy - No sales people allowed

32. tompeters ! company 32 February 27, 2000, Announcement Ford, GM & Daimler-Chrysler, arch enemies for nearly a century - create an Internet supplier Marketplace/Virtual Marketspace.

33. tompeters ! company 33 1/100 to 1/500 Human Resource Dept.

34. tompeters ! company 34 1/40 to 1/680 Human Resource Dept.

35. tompeters ! company 35 Training and Development

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38. tompeters ! company 38 “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

39. tompeters ! company 39 “My best guess is that these schools will be about as successful as Digital Equipment was in competition with Dell.” Clayton Christensen Harvard Business School Education

40. tompeters ! company 40 Video Music Libraries Information Distribution

41. tompeters ! company 41

42. tompeters ! company 42 Technical Forces WWW. White Collar Robots E R P

43. tompeters ! company 43 “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”

44. tompeters ! company 44 Hell-o “How are you?” “Where are you?”

45. tompeters ! company 45 Social Forces Dilbert Work/Life Balance Talent Wars

46. tompeters ! company 46 White-collarRevolution

47. tompeters ! company 47 E R P WWW. White Collar Revolution Dilbert White Collar Robots Talent Wars Work/Life Balance New Work: Core Model

48. tompeters ! company 48 White Collar Revolution New Employee New Organization New Work New Work: Core Model

49. tompeters ! company 49 White-collarRevolution

50. tompeters ! company 50 White Collar Revolution New Employee PSF 1.0 New Work New Work: Core Model

51. tompeters ! company 51 White Collar Revolution Brand You Professional Brand You Professional PSF 1.0 New Work New Work: Core Model

52. tompeters ! company 52 White Collar Revolution Brand You Professional PSF 1.0 WOW! Projects WOW! Projects New Work: Core Model

53. tompeters ! company 53 White Collar Revolution New Employee New Organization New Work New Work: Core Model

54. tompeters ! company 54 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

55. tompeters ! company 55 Our View of the World Invent the New World of Work White Collar RevolutionThe Work Matters! Our Vision is to... Why?... Because... Because we are in the middle of a... Five Transformations Which requires...

56. tompeters ! company 56 Inventing The New World of Work

57. tompeters ! company 57 Managers to Leaders

58. tompeters ! company 58

59. tompeters ! company 59 “What’s in the shortest supply now are great teams led by great leaders.” John Doer, venture capitalist

60. tompeters ! company 60 “The real test of quality in the early part of the next century is going to be what I call the quality of leadership.” Bob Galvin, Chairperson Executive Committee, Motorola

61. tompeters ! company 61 Departments to PSFs

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63. tompeters ! company 63 Work Worth Paying For

64. tompeters ! company 64 Work Assignments to WOW!Projects

65. tompeters ! company 65 “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)

66. tompeters ! company 66 “Reward excellent failures. Punish mediocre successes.” Phil Daniels, Sydney exec

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68. tompeters ! company 68 Rule #1: Never accept an assignment as is.

69. tompeters ! company 69 Project Tangibles Objectives Budgets Measurements Timelines

70. tompeters ! company 70 Project Intangibles Passion Design & Beauty Buzz Personality

71. tompeters ! company 71 Employees to Brand You Professionals

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73. tompeters ! company 73 “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

74. tompeters ! company 74 “The fundamental unit of the new economy is not the corporation, but the individual. Tasks aren’t assigned and controlled through a stable chain of command but are carried out autonomously by independent contractors - e-lancers - who join together in fluid and temporary networks to sell goods and services. When the job is done, the network dissolves and its members become independent again, circulating through the economy, seeking the next assignment.” Malone & Laubaucher, The Dawn of the E-Lance Economy

75. tompeters ! company 75 “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”

76. tompeters ! company 76 Is Your Work Worth Paying For? “What do (or could) you deliver that would make it worthwhile to pay you money every month? What can you do that would make them say of your pay, ‘Boy, that’s money well spent! Did that person ever add value to what our customers get for their money!’” William Bridges, Creating You & Co.

77. tompeters ! company 77 Customer Service to Customer Experience

78. tompeters ! company 78 “The Age of the Never Satisfied Customer” Regis McKenna

79. tompeters ! company 79 What does Harley Davidson sell?

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81. tompeters ! company 81 “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

82. tompeters ! company 82 Customer Service On time delivery Failure rate Defects per 1000 Absence of defect or complaint Return Rate Satisfaction

83. tompeters ! company 83 In many industries the correlation between customer satisfaction and repeat business is zero.

84. tompeters ! company 84 Customer Experience WOW Tingle Bewitch Dazzle Thrill Delight

85. tompeters ! company 85 About Quality “Quality is conformance to requirements, not goodness.” Phil Crosby

86. tompeters ! company 86 Satisfy … Conform to Requirements … Exceed Expectations … Delight! … WOW! … Lust! … ONLY ONES WHO DO WHAT WE DO!

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89. tompeters ! company 89 Experience Evolution Enduring Products Loyal Buyers Single Offerings Meet Expressed Needs Improved Value Info Poor Customers Ephemeral Products Fickle Buyers Mass Customization Meet Unimagined Needs Startling Value Info Rich Customers

90. tompeters ! company 90 The Work Matters!

91. tompeters ! company 91 People they have loved. Great work they have done.

92. tompeters ! company 92 “Meaning from work comes form doing great work, not from talking about how meaningful work should be.”

93. tompeters ! company 93 “Eye Test”

94. tompeters ! company 94 T H E W O R K M A T T E R S ! T H E W O R K M A T T E R S ! T H E W O R K M A T T E R S ! T H E W O R K ! !