Excellence. Case. Epsilon. This is not about … “customer centrism” “integrated marketing” etc etc etc It is about …

EXCELLENCE. ALWAYS. Them-Us Tom Peters/0626.2006

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Them-Us Tom Peters/0626.2006


“Them” “Us” Strategy EXECUTION Strategy MANAGEMENT Strategy People Strategy “Culture”-Values Planning Action Marketing Selling/Sales Marketing Customers as Raving Fans Customers Clients Micro-segmentation Big Stuff (Women, Boomers) Cost minimization Revenue maximization Synergy/“Efficiencies” Decentralization “Strategic supplier Pioneering supplier Process Project Men Women Leadership Management + Leadership Standardization Exceptionalism (53 = 53)

“Them” “Us” Big Mid-size (bacteria) Growth by merger Organic growth Buy market share Create NEW markets Efficient, streamlined Value-creating “PSF” “department” Certainty-predictability Ambiguity-opportunity Fearful of losing Aggressive pursuit of winning Plan Prototype Careful evaluation Another prototype Revised plan Another prototype People/Employees Talent Effective HR department Rockin’ Talent Development Center Benchmark against the Benchmark against the “best”-“industry leader” “coolest”

“Them” “Us” Benchmark “Future”mark Orderly career progression “Up or Out” (PDQ) Head Heart IQ EQ “Professional” Passionate Stoic, humble leaders Noisy, emotional “characters” in charge Hire for Resume Hire for intangibles Measured-thoughtful Relentless, pig-headed approach determination Teamwork comes first Teamwork and disruptive individuals equal billing Listen to customers Lead customers Customer “involvement” Intimate-Seamless customer inter-twining

“Them” “Us” MBM (Management MBWA by memo/meeting) MBA MFA/School of Hard Knocks Shareholder Value Great people-product rule comes first (Sharhldr value derivative) Work smart Work hard Built to last Built to Rock the World Reward successes Reward (XCELLENT) failures Quality first! Design 1T Quality first! Innovation 1T High-quality Jaw-dropping Experience transaction CVs demo consistent CVs feature Magic Moments performance Good grades Cool stuff Operational excellence World-rocking INNOVATION

“Them” “Us” Brand Lovemark Best analysis wins Best STORY wins “Beyond politics” Politics-is-life, the rest is details Outsource Best source “Motivate” Send on QUESTS “Motivate” Invite to join adventure “Motivate” Don’t De-motivate Measured language HOT language Product-Service Gamechanging SOLUTION, Thrilling EXPERIENCE, DREAM come true, LOVEMARK Pastel Technicolor

“Them” “Us” Better Different “Mission success” “Mission EXCELLENCE” Very good EXCELLENCE. ALWAYS.

A Life’s Work 1966: MBWA/Do>Talk 1974: Behavioralism: Do>Talk/IMPLEMENTATION>Strategy 1979: 7S/Emphasis on “Soft Ss” (“Hard is soft. Soft is hard.”) 1982: “Beyond strategy” EXCELLENCE “Bias for Action”/“Do it. Fix it. Try it again.” “Close to the Customer” MBWA (as metaphor) “Management Style” 1990: “Innovate or Die” Design Women Brand You WOW! (Passion. Enthusiasm. Energy. Emotion. Technicolor) 2000: “The Work Matters” PSF+BY+WowProjects = V.A. Source #1 Brand “Inside”


“Why in the world did you go to Siberia?”

The Peters Principles: Enthusiasm. Emotion. Excellence. Energy. Excitement. Service. Growth. Creativity. Imagination. Vitality. Joy. Surprise. Independence. Spirit. Community. Limitless human potential. Diversity. Profit. Innovation. Design. Quality. Entrepreneurialism. Wow.

Business* ** (*at its best): An emotional, vital, innovative, joyful, creative, entrepreneurial endeavor that elicits maximum concerted human potential in the wholehearted service of others.*** **Excellence. Always. ***Employees, Customers, Suppliers, Communities, Owners, Temporary partners

Business: The Ultimate Creative Endeavor.

Business: The Ultimate Personal Development-Growth Experience.

Business: The Ultimate Transcendent Service Opportunity.


“In Tom’s world, it’s always better to try a swan dive and deliver a colossal belly flop than to step timidly off the board while holding your nose.”Fast Company /October2003

“This is the true joy of Life, the being used for a purpose recognized by yourself as a mighty one … the being a force of Nature instead of a feverish, selfish little clod of ailments and grievances complaining that the world will not devote itself to making you happy.” —GB Shaw/Man and Superman

“Life is not a journey to the grave with the intention of arriving safely in a pretty and well-preserved body—but rather a skid in broadside, thoroughly used up, totally worn out, and loudly proclaiming, ‘Wow, what a ride!’ ” —anon.



What “We” Know “For Sure” About Innovation Big mergers [by & large] don’t work Scale is over-rated Strategic planning is the last refuge of scoundrels Focus groups are counter-productive “Built to last” is a chimera (stupid) Success kills “Forgetting” is impossible Re-imagine is a charming idea “Orderly innovation process” is an oxymoronic phrase (= Believed only by morons with ox-like brains) “Tipping points” are easy to identify … long after they will do you any good “Facts” aren’t All information making it to the top is filtered to the point of danger and hilarity “Success stories” are the illusions of egomaniacs (and “gurus”) If you believe the memoirs of CEOs you should be institutionalized “Herd behavior” (XYZ is “hot”) is ubiquitous … and amusing “Top teams” are “Dittoheads” CEOs have little effect on performance “Expert” prediction is rarely better than rolling the dice

“A focus on cost-cutting and efficiency has helped many organizations weather the downturn, but this approach will ultimately render them obsolete. Only the constant pursuit of innovation can ensure long-term success.” —Daniel Muzyka, Dean, Sauder School of Business, Univ of British Columbia (FT/09.17.04)

Directory: slides -> uploaded
uploaded -> Tom Peters Seminar2004 new slides 12. 15. 04
uploaded -> Prep … dralion/ Cirque du Soleil Re-imagine Permanence: The Emperor Has No Clothes!
uploaded -> Tom Peters’ Re-Imagine! Business Excellence in a Disruptive Age 11. 27. 2003
uploaded -> Ine! Business Excellence in a Disru
slides -> 26m 43h “China’s Next Export: Innovation” —McKinsey Quarterly (Cover Story)
uploaded -> Re-imagine! Not Your Father’s World I. 26m 43h
uploaded -> Tom Peters on … Transformational Change v06 December 2005
uploaded -> Tom Peters’ excellence. Always. Xalways. Master. 1724. 28 November 2006 Thank You!
uploaded -> Tom Peters’ excellence. Always. X. Always. Master. Short. 902. 19 September 2006 X. Al excellence. Always. Slides* at … tompeters com *also “long” The Irreducible209+/ Sales122/60tibs
uploaded -> Tom Peters’ Re-imagine 2005: Innovate! or Die! InnoDie. Long. 1110. 2005 Slides at … tompeters com

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