Tompeters ! company 1 Welcome!. tompeters ! company 2 The White Collar Revolution.
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Transcript of Tompeters ! company 1 Welcome!. tompeters ! company 2 The White Collar Revolution.
3tompeters!company
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. Hold on to your hats white collar workers--nothing will ever be the same.”
4tompeters!company
The 4th information revolution . . .
• 3000 BC Mesopotamia
• 1300 BC China
• 1450 AD Germany
5tompeters!company
“There’s going to be a fundamental change in the
global economy unlike anything we have had
since the cavemen began bartering.”
Arnold Baker, Chief Economist, Sandia National Laboratory
11tompeters!company
“ALL OF THESE ‘CONVERSATIONS’ TODAY ABOUT ‘THE WEB’ WILL APPEAR SO BLOODY DAMN SILLY AND PEDESTRIAN TEN … FIVE? … THREE? …YEARS FROM NOW.”
— Tom Peters (11-99)
P.S.: Read Ray Kurzweil’s The Age of Spiritual Machines: When Computers Exceed Human Intelligence
16tompeters!company
Banking Industry
“Banking is necessary.
Banks are not.”Dick Kovacevich,
Norwest/ Wells
23tompeters!company
Sales People
“We are not seeing the death of sales people, but the death of sales forces.”
Neil RachamHuthwait Associates
28tompeters!company
Purchasing at Bentonville
• Facts - 75%/5%
• Decision - 8 or 100
• Policy - No sales people allowed
37tompeters!company
“My best guess is that these schools will be about as successful as Digital Equipment was in competition with Dell.”
Clayton ChristensenHarvard Business School
Education
42tompeters!company
“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”
47tompeters!company
E R P
WWW.
White Collar Revolution
DilbertWhite Collar Robots
Talent Wars
Work/LifeBalance
New Work: Core Model
48tompeters!company
White Collar Revolution
New Employee
New Organization
New Work
New Work: Core Model
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White Collar Revolution
New EmployeePSF 1.0PSF 1.0
New Work
New Work: Core Model
50tompeters!company
White Collar Revolution
Brand YouProfessionalBrand You
ProfessionalPSF 1.0
New Work
New Work: Core Model
51tompeters!company
White Collar Revolution
Brand YouProfessional
PSF 1.0
WOW!ProjectsWOW!
Projects
New Work: Core Model
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White Collar Revolution
New Employee
New Organization
New Work
New Work: Core Model
53tompeters!company
Five Transformations
Departments 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
55tompeters!company
“What’s in the shortest supply now are great teams led by great leaders.”
John Doer, venture capitalist
56tompeters!company
“The real test of quality in the early part of the next century is going to be what I call the
quality of leadership.”
Bob Galvin, Chairperson Executive Committee, Motorola
57tompeters!company
Leadership
• #1 Critical success factor - relationship with subordinates - Center for Creative Leadership
• 28%, 72%, FastCompany worldwide survey, 1999
• Higher degree of management trust = more innovation, PriceWaterhouseCoopers, 1999
59tompeters!company
Dept. Dude: Gets the job “out of the way.”
vs.
Andersen Dude: Does the job with panache [audit]
and looks for opportunities/“problems to
solve.”
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The Bad News
“It is generally much easier to kill an organization than change it substantially.”
Kevin Kelly, Out of Control
64tompeters!company
“Reward excellent failures.
Punish mediocre successes.”
— Phil Daniels,
exec., Sydney
65tompeters!company
“The problem is never how to get new, innovative thoughts into your mind, but how to get old ones out.”
— Dee Hock
68tompeters!company
1) Turn ignition key.2) Shift into drive.
3) Press foot firmly on the throat of mediocrity.
Source: Mercedes ad
70tompeters!company
“If there is nothing very special about your work, no matter how hard you apply yourself, you won’t get noticed and that increasingly means you won’t get paid much either.”
— Michael Goldhaber, Wired
71tompeters!company
“The fundamental unit of the new economy is not the corporation, but the individual.
Tasks aren’t assigned and controlled through a stable chain of command but are carried out autonomously by independent
contractors - e-lancers - who join together in fluid and temporary networks to sell goods
and services. When the job is done, the network dissolves and its members become independent again, circulating through the economy, seeking the next assignment.”
Malone & Laubaucher, The Dawn of the E-Lance Economy
72tompeters!company
“Firms will not ‘manage the careers’ of their employees. They will provide opportunities to enable the employee to develop identity and adaptability and thus be in charge of his or her own career.”
Tim Hall
“The New Protean Career Contract”
73tompeters!company
“In the world to come I shall not be asked, ‘Why were you not Moses?’ I’ll be asked, ‘Why were you not Zusya?’ ”
Rabbi Zusya
74tompeters!company
Is Your Work Worth Paying For?
“What do (or could) you deliver that would make it worthwhile to pay you
money every month? What can you do that would make them say of your pay, ‘Boy, that’s money well spent! Did that
person ever add value to what our customers get for their money!’”
William Bridges, Creating You & Co.
80tompeters!company
“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
83tompeters!company
• 1,000,000 jobs offshore
• Fastest growing job category - software engineering
• 122,000 versus 63,000
84tompeters!company
Baby Boomers
• 77 million
• Ideal “retirement” age 55
• Six months
• 100
• 84% men, 77% women
87tompeters!company
Generation Y• Wired generation
• 60 million
• 47% on the net
• 42 million computer commands
• 5 X grasp of financial markets
88tompeters!company
Winning the Talent Wars
Generation Y, Generation X and Baby Boomers all want to do work that matters.
91tompeters!company
Talent Wars• Silicon Valley • Pixo, Inc., wireless phone software
applications• Trip to Hawaii for new employees• First week "on the job" relaxing on the
beach in Hawaii, ALL expenses paid
93tompeters!company
“Meaning from work comes from doing great work, not from talking about how meaningful
work should be.”
94tompeters!company
Talent Wars• 55% of all job changes• 40% of women who start their own
businesses• Also rans
– Minimize risk– Support the boss– Respect the chain of command– Make budgetFortune, “Most Admired Global Companies, 11/98
95tompeters!company
Tom Peters War College
• Leadership
• WOW! Projects
• Intelligent Systems
• PSF Mentality
• Discover, Design, Explore, Solve
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Acquisition
Development
Retention
Leader
ship
WOW
!Pro
ject
sIn
telli
gent S
yste
ms
PSF Men
talit
y
100tompeters!company
Customer Service• On time delivery
• Failure rate
• Defects per 1000
• Absence of defect or complaint
• Return Rate
• Satisfaction
101tompeters!company
About Quality
“Quality is conformance to requirements, not
goodness.”
Phil Crosby
102tompeters!company
In many industries the correlation between
customer satisfaction and repeat business is zero.
104tompeters!company
Satisfy … Conform to Requirements … Exceed
Expectations …Delight! … WOW! … Lust! … ONLY ONES WHO DO
WHAT WE DO!
Satisfy … Conform to Requirements … Exceed
Expectations …Delight! … WOW! … Lust! … ONLY ONES WHO DO
WHAT WE DO!
107tompeters!company
Experience Evolution
• Enduring Products
• Loyal Buyers
• Single Offerings
• Meet Expressed
Needs
• Improved Value
• Info Poor Customers
• Ephemeral Products
• Fickle Buyers
• Mass Customization
• Meet Unimagined
Needs
• Startling Value
• Info Rich Customers
109tompeters!company
Experience Strategies• Embedded Intelligence
• Design
• User Friendliness
• Beyond close to symbiosis
• Delivery and logistics
• Built in services
• Entertainment
110tompeters!company
“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
111tompeters!company
Customer Experience“Most buyers do not have a clue
whether anybody else makes a better microprocessor, but ‘Intel Inside’ has become a ‘trust mark’ - a trademark that consumers put their faith in.”
The Economist
112tompeters!company
“We want to create
waves of lust for our product.”
Andy Grove (on the Pentium Processor)
113tompeters!company
Customer Experience“Branding is not a problem if you have the right mentality. You go to your team and you pin up a $200 Swiss Army Watch. Competing in the ridiculously crowded sub-$200 watch market, they made it into a brand name, named after the most irrelevant and useless thing in history [the Swiss Army]. And you say, ‘Gang, if they can do it, we can do it.’ ”
Barry Gibbons, Burger King
114tompeters!company
Customer Experience“Cars are not simply to get you from place to place. They ought to be entertainment. We are sort of in the entertainment business.”J Mays, Ford
115tompeters!company
Customer Experience
“We defined personality as a market niche. We seek to amuse, to surprise, to entertain.”Herb Kelleher, CEO, Southwest Airlines
116tompeters!company
Education
Entertainment
Esthetic
P or S
#1
P or S
#2
P or S
#3
Experience Worksheet
Escapist
118tompeters!company
Commodity: extract, naturalGood: make, standardized
Service: deliver, customizedExperience: stage, personal
Source: The Experience Economy, Joseph Pine & James Gilmore
119tompeters!company
Coffee
• $1.00 per pound
• 2¢ per cup
• $.50 to $1.00 per cup
• $2.00 to $5.00 per cup
120tompeters!company
Customer ExperienceThe [Starbucks] Fix Is on …
“We have identified a ‘third place.’ And I really believe that sets us apart. The third place is that place that’s not work
or home. It’s the place our customers come for refuge.”
Nancy Orsolini, District Manager
124tompeters!company
T
H EW O R
K M A T T
E R S ! T H EW O R K M A T
T E R S ! T H E W O RK M A T T E R S ! T H E W O R K ! !
126tompeters!company
Nancy Mantilla BarajasPrada Riviera Serrano
“I don’t arrange flowers. I create art!”
“The first thing I do is interview my client. Then I decide to take them on.”
“A person who does not have passion is dead and so is their work.”