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TRANSCRIPT
Presentation
http://www.tompeters.com/implementation/boyds_slides.asp
We Are In A Brawl With No
Rules!
1 day in 2001 = Year’s trade in 1949, global calls in 1984.
Source: Charles Handy, The Elephant and the Flea
<1000A.D.: paradigm shift: 1000s of years1000: 100 years for paradigm shift
1800s: > prior 900 years1900s: 1st 20 years > 1800s
2000: 10 years for paradigm shift
21st century: 1000X tech change
than 20th century (“the ‘Singularity,’ a merger between humans and computers that is so rapid and profound it
represents a rupture in the fabric of human history”)
Ray Kurzweil
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.
E-DMVE-DMV
Retinal Scan IDRetinal Scan IDEye TestEye Test
License VendingLicense Vending
Forget>“Learn”
“The problem is never how to get new, innovative
thoughts into your mind, but how to get the old ones out.”
Dee Hock
WHITE COLLAR REVOLUTION
White Collar Revolution
Dilbert
Talent Wars
Work/LifeBalance
New Work: Core Model
WWW
White Collar Robots
Database
Dilbert
Talent Wars
New Work: Core Model
WWW
Database
White Collar Revolution
New Employee
New Organization
New Work
Dilbert
Talent Wars
New Work: Core Model
WWW
Database
White Collar Revolution
Brand YouPSF 1.0
Wow!Projects
“OK . . . Enough!,
So What do I Do”
Five TransformationsDepartments 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
Departments to PSFs
The Big Day
09.11.2000: HP bids $18,000,000,000
for PricewaterhouseCoopers
consulting business!
“These days, building the best server isn’t enough. That’s the
price of entry.”Ann Livermore, Hewlett-Packard
“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”
“UPS wants to take over the sweet spot in the endless loop
of goods, information and capital that all the packages
[it moves] represent.”
ecompany.com/06.01 (E.g., UPS Logistics manages the logistics of 4.5M Ford vehicles, from 21 mfg.
sites to 6,000 NA dealers)
Work Assignments to Wow!Projects
…miles of slack in the system
70,000 + case studies• Over the last 13 years we have asked over
70,000 business professional to tell us about their personal best leadership experience. Virtually 100 percent of them told us about a project they were part of.
• Projects are the birthplace of leaders and leadership.
“The high-impact project is the gem . . . the nugget . . . the fundamental atomic particle from which the new white collar
world will be constructed and/or reconstructed. Projects should
be, well, WOW!”Tom Peters
The Project 50
Wow!Project Nuggets• The Question – Small Ideas Get Bigger
• Quick Prototyping – Slow Get Fast
• Design – Mundane Things Become Exciting
• Small Projects Matter – Ordinary Becomes Wow!
Employees to Brand You
Professionals
“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
When we asked how many organizations do a good job of BRAND INSIDE,
“Very Few!”brand guru David Aaker replied,
“You should always realize that your advertising campaign
trash it!”-Jennifer Dorian
Vice President of Brand Development, TNT
should be a rallying call for your troops. If they don’t feel good about it internally,
Customer Service to Customer
Experience
The “Experience Ladder”
ExperiencesServicesGoods
Raw Materials
1940: Cake from flour, sugar (raw materials economy): $1.00
1955: Cake from Cake mix (goods economy): $2.00
1970: Bakery-made cake (service economy): $10.00
1990: Party @ Chuck E. Cheese (experience economy) $100.00
“Experiences are as distinct from services as
services are from goods.”Joseph Pine & James Gilmore, The Experience Economy: Work Is Theatre &
Every Business a Stage
Ladder Position Measure
Solutions Success(Experiences)
Services Satisfaction
Goods Six-sigma
“Customer Satisfaction” to “Customer Success”
“We’re getting better at [Six Sigma] every day. But we really need to
think about the customer’s profitability. Are customers’ bottom lines really benefiting from what we
provide them?”
Bob Nardelli, GE Power Systems
What does Harley Davidson sell?
Experience: “Rebel Lifestyle!”
“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
Again…
What does Harley sell?
If you are in the business of selling a product or service and
then saying goodbye, you’re days are numbered.
Jack WelchFormer CEO
General Electric
Managers to Leaders
VenturersWanted!
VenturersWanted!
The Five Practices of Leaders
Challenging the Process
Inspiring a Shared Vision
Enabling Others to Act
Modeling the Way
Encouraging the Heart
“Communication between leader and constituent is at the heart of everything.”
John W. Gardner
The biggest problem with leadership
communication is the illusion it has occurred.
Four Fatal Assumptions• Understand
• Agree
• Care
• Act
Leaders must communicate a million complicated things
when they fail to communicate a few simple
profound ones.
Jack Welch on Passion• Question: What is the primary
difference between the top 20 percent and the middle 70 percent?
• Answer: “Passion, they care more, they want to win more. Passion. It’s always the difference. Passion.”
Kurt Carlson to young Marilyn Carlson: “If you
don’t like Sunday School, change it!” (She did.)
there is no chance, no fate no destiny
that can circumvent, hinder or control
the firm resolve of a determined soul
Ella Wheeler Wilcox
!www.tompeters.com
2002