In the Beginning … “The audit has become a commodity.” Big 5 audit partner to TP
Quality Not Enough! “Quality as defined by few defects is becoming the price of entry for automotive marketers rather than a competitive advantage.” J.D. Power
Quality Not Enough! “While everything may be better, it is also increasingly the same.” Paul Goldberger on retail, “The Sameness of Things,” The New York Times
What’s Special? “Customers will try ‘low cost providers’ because the Majors have not given them any clear reason not to.” Leading Insurance Industry Analyst (10-98)
“We make over three new product announcements a day. Can you remember them? Our customers can’t!” Carly Fiorina
“The ‘surplus society’ has a surplus of similar companies, employing similar people, with similar educational backgrounds, coming up with similar ideas, producing similar things, with similar prices and similar quality.” Kjell Nordstrom and Jonas Ridderstrale, Funky Business
The “10X/10X Phenomenon” 10 Times Better/ 10 Times Less Different
6 Sigma or “Jazzy Offerings”? WSJ/2-9-00: Nokia extends market share lead [22.5% in ’98 to 26.9% in ’99] over Motorola [19.5% to 16.9%]
TP’s Campaign Y2K Just say [shout] “No!” to the “inevitable commoditization” of anything.
“When we did it ‘right’ it was still pretty ordinary.” Barry Gibbons on “Nightmare No. 1”
Pretzel Crumb-less-ness Plus … “The Ritz Carlton Experience enlivens the senses, instills well-being and fulfills even the unexpressed wishes and needs of the guest.” from the Ritz Carlton Credo
“We want to create waves of lust for our product.” Andy Grove (on the Pentium Processor)
“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
Lust Hierarchy Satisfy … Conform to Requirements … Exceed Expectations … Delight! … WOW! … Lust! … ONLY ONES WHO DO WHAT WE DO!
What Jerry Should Have Said??? “You do not merely want to be the best of the best, you want to be considered in conformance with requirements.”
T.T.D. And your favorites? Why? (Pay attention to the flavor of the words you use) Translation to your/ “finance world,” etc.?
Think about the words you use to describe “stuff” you really LOVE. Do those terms apply to your unit’s products and services? If you talk about a “compelling” movie or novel or theatrical performance, why not a “compelling business process”?