Tom Peters’ Re-Imagine excellence!


ONE DAMN ACT OF XFX ENHANCEMENT EVERY DAY!



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ONE DAMN ACT OF XFX ENHANCEMENT EVERY DAY!

  • THE WHOLE POINT HERE IS THAT “XFX” IS ALMOST CERTAINLY THE #1 OPPORTUNITY FOR STRATEGIC DIFFERENTIATION. WHILE MANY WOULD LIKELY AGREE, IN OUR MOMENT-TO-MOMENT AFFAIRS, XFX PER SE IS NOT SO OFTEN VISIBLY & PERPETUALLY AT THE TOP OF EVERY AGENDA. I ARGUE HERE FOR NO LESS THAN …
  • VISIBLE.
  • CONSTANT.
  • OBSESSION.
  • “You’re spending too much time
  • with your [bill-paying] customers!”
  • C(I)>C(E)

“Success doesn’t depend on the number of people you know; it depends on the number of people you know in high places!” or “Success doesn’t depend on the number of people you know; it depends on the number of people you know in lowplaces!”

Loser: “He’s such a suck-up!” Winner: “He’s such a suck-down.”

  • “SUCK DOWN FOR SUCCESS!”
  • C(I) > C(E)
  • Goal/s: (1) “Unfair” “internal market share”! (2) Have your whole organization zealously working to make you successful!
  • ALL HAIL … THOSE WHO HELP!

GIVE THE “OTHER GUYS” THE CREDIT FOR EVERY-DAMN-THING AS A MATTER OF COURSE— NEVER EVER FORGET THIS.

  • If you can make someone junior to you look good to their boss—you
  • will have made a supporter for life!

More than “performance evaluation/award” More than “team accomplishment evaluation/award.” Rather: Specific and frequent and VISIBLE recognition to INDIVIDUALS who have helped INDIVIDUALS in other functions—or, for that matter, our own group. E.g. BIG VISIBLE RECOGNITION for specific acts, small acts more than large acts, of selflessly helping others per se.

  • THEY ALL GOTTA SEE THE
  • ONE WHO SACRIFICED
  • TO HELP SOMEONE
  • GET IMMEDIATE FEEDBACK-KUDOS. (PERHAPS MORE RECOGNITION THAN THE “PRINCIPAL” “DOER.”)
  • XFX = #1:
  • “Social Business”
  • Teva Canada: Supply chain excellence achieved. Share-Point/ troubleshooting/Strategy-Nets/ hooked to other functions; Moxie social tools, document editing, etc.
  • Social Business By Design: Transformative Social Media Strategies For the Connected Company —Dion Hinchcliffe & Peter Kim
  • #1
  • People
  • People People
  • People
  • “Business has to give people enriching, rewarding lives …
  • 1/4,096: excellencenow.com
  • “Business has to give people enriching, rewarding lives … or it's simply not worth doing.”
  • —Richard Branson
  • People
  • People People
  • People
  • 1/4,096: Business Has to Give People Enriching, Rewarding Lives
  • 1/4,096: excellencenow.com
  • “Business has to give people enriching, rewarding lives … or it's simply not worth doing.”
  • —Richard Branson

(RELATED: “I never, ever thought of myself as a businessman. I was interested in creating things I would be proud of.” —Richard Branson)

Brand = Talent.

  • B(I) > B(O)
  • Explanation: B(O) = Brand Outside; B(I) = Brand INSIDE
  • “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 Kelleher’s retirement after 37 years at Southwest Airlines (SWA’s 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 AA’s Annual Meeting)
  • EMPLOYEES FIRST, CUSTOMERS SECOND:
  • Turning Conventional Management Upside Down
  • Vineet Nayar/CEO/HCL Technologies
  • A 15-Point Human Capital Development Manifesto
  • 1. Corporate social responsibility” starts at home—i.e., inside the enterprise! MAXIMIZING GDD/Gross Domestic Development of the workforce is the primary source of mid-term and beyond growth and profitability—and maximizes national productivity and wealth.
  • 2. Regardless of the transient external situation, development of “human capital” is always the #1 priority. This is true in general, in particular in difficult times which demand resilience—and uniquely true in this age in which IMAGINATIVE brainwork is de facto the only plausible survival strategy for higher wage nations. (Generic “brainwork,” traditional and dominant “white-collar activities, is increasingly being performed by exponentially enhanced artificial intelligence.)
  • Source: A 15-Point Human Capital Asset Development Manifesto/
  • World Strategy Forum/The New Rules: Reframing Capitalism/Seoul/0615.12
  • "When I hire someone, that's when I go to work for them.” —John DiJulius, "What's the Secret to Providing a World-class Customer Experience"
  • "When I hire someone, that's when I
  • go to work for them.” —John DiJulius
  • So what ONE THING will you to do
  • TODAY to foster employees’/an employee’s growth?
  • EXCELLENT customer experience depends entirely on EXCELLENT employee experience!
  • If you want to WOW your customers then you must FIRST WOW those who WOW the customers!
  • “Employees who don't feel significant rarely make significant contributions.” —Mark Sanborn
  • “hostmanship”/
  • “consideration renovation”
  • “The path to a hostmanship culture paradoxically does not go through the guest. In fact it wouldn’t be totally wrong to say that the guest has nothing to do with it. True hostmanship leaders focus on their employees. What drives exceptionalism is finding the right people and getting them to love their work and see it as a passion. ... The guest comes into the picture only when you are ready to ask, ‘Would you prefer to stay at a hotel where the staff love their work or where management has made customers its highest priority?’” We went through the hotel and made a ... ‘consideration renovation.Instead of redoing bathrooms, dining rooms, and guest rooms, we gave employees new uniforms, bought flowers and fruit, and changed colors. Our focus was totally on the staff. They were the ones we wanted to make happy. We wanted them to wake up every morning excited about a new day at work.” —Jan Gunnarsson and Olle Blohm, Hostmanship:
  • The Art of Making People Feel Welcome.
  • “ … The guest comes into the picture only when you are ready to ask, ‘Would you prefer to stay at a hotel where the staff love their work or where management has made customers its highest priority?’”



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