Annotated master (“the works”) presentation/ Tom Peters’ Re-Imagine excellence!



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TGRs: 3 Minutes

  • “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 Won’t Get You There:
  • How Successful People Become Even More Successful.
  • “Centerpiece” is a mouthful.
  • (And Goldsmith has few if any peers as an executive coach. Hence: Take heed.)
  • 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.
  • I call this an … “IRON LAW.”
  • THE PROBLEM IS RARELY/NEVER THE PROBLEM. THE RESPONSE TO THE PROBLEM INVARIABLY ENDS UP BEING THE REAL PROBLEM.
  • [OPPORTUNITY].

TGRs: LBTs* *Little BIG Things

  • LITTLE =
  • BIG

Little BIG Things: Small moves. Enormous payoff. (Not every pursuit of major innovation needs to begin with a $250,000 check!)

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

Frito Lay, stuck some years ago with a string of failed (expensive) new product introductions, goes “trivial”—adding some new bag sizes to its potato chip offerings. E.g., family size, single-serve, etc. Astonishingly, these became fullscale new product categories—and added, literally, >$1 billion to the top line.

  • Big carts =
  • 1.5X
  • Source: Walmart

Walmart increases shopping cart size. Big item—microwave ovens, etc.—sales soar … 50%.

  • 120-oz container to ketchup-bottle size laundry-detergent concentrate (100% conversion): 1/4th packaging; 1/4th weight; 1/4th cost to ship; 1/4th space on ships, trucks, shelves. 3 years: 95M #s plastic resin saved, 125M #s cardboard conserved, 400M less gallons of water shipped, 500K gallons less diesel fuel, 11M less #s CO2 released) Source: Force of Nature: The Unlikely Story of Walmart’s Green Revolution, Edward Humes
  • 2X: “When Friedman slightly curved the right angle of an entrance corridor to one property, he was ‘amazed at the magnitude of change in pedestrians’ behavior’—the percentage who entered increased from one-third to nearly two-thirds.”
  • —Natasha Dow Schull, Addiction By Design: Machine Gambling in Las Vegas

Ye gads. (Again, >$1B impact.)

  • Machine Gambling
  • “Pleasing” odor #1 vs. “pleasing” odor #2: +45% revenue
  • Source: “Effects of Ambient Odors on Slot-Machine Useage in Las Vegas Casinos,” reported in Natasha Dow Schull, Addiction By Design:
  • Machine Gambling in Las Vegas (66% revenue, 85% profit)

Ye gads.

  • SEE GREEN
  • = RECOVER 20% FASTER

Hospital patient sees green living material out her or his window—recovery times shrink significantly.

  • “PAINT IT WHITE!”
  • — On Hashem Akbari’s (Lawrence Livermore labs) powerful program
  • to significantly reduce greenhouse gas emissions; using conservative
  • assumptions, it could reduce 44 billion tons of CO2 emissions by cooling buildings, roads, entire cities (The Guardian, 0116.09)
  • (1) AMENABLE TO RAPID
  • EXPERIMENTATION/FAILURE “FREE”
  • (NO BAD “PR,” NO $$)
  • (2) QUICK TO IMPLEMENT/QUICK TO
  • ROLL OUT
  • (3) INEXPENSIVE TO IMPLEMENT/
  • ROLL OUT
  • (4) HUGE MULTIPLIER
  • (5) AN “ATTITUDE”
  • (6) DOES NOT BY AND LARGE REQUIRE A
  • “POWER POSITION” FROM WHICH
  • TO LAUNCH EXPERIMENTS.
  • The Little = BIG approach is available to most anybody, regardless of location on the organization chart or location on the corporate totem pole!
  • Social Business/ Customer Engagement
  • “Customer engagement is moving from relatively isolated market transactions to deeply connected and sustained social relationships. This basic change in how we do business will make an impact on just about everything we do.”
  • Social Business By Design: Transformative Social Media Strategies
  • For the Connected Company —Dion Hinchcliffe & Peter Kim
  • Engagement circa 2014.
  • Social Survival Manifesto*
  • Hiding is not an option.
  • Face it, you are outnumbered. (“level playing field, arrogance denied”)
  • You no longer control the message.
  • Try acting like … a human being.
  • Learn to listen, or else. (“REALLY listening to others a must”)
  • Admit that you don’t have all the answers.
  • Speak plainly and seek to inform.
  • Quit being a monolith. (“Your employees, speaking online as individuals, are a crucial resource … can be managed through frameworks that ENCOURAGE participation”)
  • Try being less evil.
  • Pay it forward, now. (“Internet culture largely built on the principal of the Gift Economy … give value away to your online communities”)
  • *Tom Liacas; socialdisruptions.com
  • Engagement circa 2014.
  • Teva Canada: Supply chain excellence achieved. Share-Point/troubleshooting/Strategy-Nets/hooked to other functions; Moxie social tools, document editing, etc.
  • IBM: Social business tools/30 percent drop in project completion time/300K on LinkedIn, 200K on Facebook.
  • MillerCoors: Gender imbalance. Women of Sales peer support. Private network. Attrition plummeted.
  • Bloomberg: Mobi social media analytics prelude to stock performance.
  • Intuit: TurboTax struggling against H&R Block temp staffing/customers #1 asset/ Live Community, focused on help with transactions .
  • Social Business By Design: Transformative Social Media Strategies
  • For the Connected Company —Dion Hinchcliffe & Peter Kim
  • Teva Canada
  • SharePoint: Joint problem solving/collaboration within supply chain org
  • Strategy-Nets: Supply chain plus sales, marketing, customer service
  • Moxie: blogs, wikis, joint doc editing, etc.
  • Source: Dion Hinchcliffe & Peter Kim, Social Business By Design
  • Engagement circa 2014.
  • Biz 2014: Get Aboard the “S-Train”
  • SM/Social Media.
  • SX/Social eXecutives.
  • SE/Social Employees.
  • SO/Social Organization.
  • SB/Social Business.
  • “Social” is a … New World Order. Among other things:
  • We’re ALL in marketing.
  • We’re ALL in sales.
  • We’re ALL in brand maintenance and development.
  • Seven Characteristics of the Social Employee
  • 1. Engaged
  • 2. Expects Integration of the Personal and Professional
  • 3. Buys Into the Brand’s Story
  • 4. Born Collaborator
  • 5. Listens
  • 6. Customer-Centric
  • 7. Empowered Change Agent
  • Source: Cheryl Burgess & Mark Burgess, The Social Employee
  • “Social”:
  • I call it … EMPOWEMENT ON STEROIDS.
  • Marbles, a Ball and Social Employees ay IBM
  • “Picture a ball and a bag of marbles side by side. The two items might have the same volume—that is, if you dropped them into a bucket, they would sisplace the same amount of water. The difference, however, lies in the surface area, Because a bag of marbles is comprised of several individual pieces, the combined surface area of all the marbles far outstrips the surface area of a single ball. The expanded surface area represents a social brand’s increased diversity. These surfaces connect and interact with each other in unique ways, offering customers and employees alike a variety of paths toward a myriad of solutions. If none of the paths prove to be suitable, social employees can carve out new paths on their own.” —Ethan McCarty, Director of Enterprise Social Strategy, IBM (from Cheryl Burgess & Mark Burgess, The Social Employee
  • Formal IBM Social Business
  • Policy: Via a “wiki experiment;” IBM employees create crowd-sourced policy.*
  • *Subsequently “Digital IBMer Hub”; “Connections” social
  • media platform, etc. etc.
  • Source: IBM case, in Cheryl Burgess & Mark Burgess, The Social Employee
  • IBM Social Business Markers/2005-2012
  • *433,000 employees on IBM Connection
  • *26,000 individual blogs
  • *91,000 communities
  • *62,000 wikis
  • *50,000,000 IMs/day
  • *200,000 employees on Facebook
  • *295,000 employees/800,000 followers
  • of the brand
  • *35,000 on Twitter
  • Source: IBM case, in Cheryl Burgess & Mark Burgess, The Social Employee
  • To do the “social thing” right—in a way that maximizes value added—we must get very serious about employee engagement. Each employee now wields enormous power and responsibility. The upside is simply …
  • ENORMOUS.



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