Part 17 brings us the 10th "H" in Tom's "15H Theory of Everything," the "H" in this case standing for Harley-Davidson. Take some lessons from this iconic company and maybe one day your customers will tattoo your logo onto their chests.
Archives: July 2012
The latest video in The Little BIG Things series is now available on YouTube. Tom suggests that you should love office politics, but don't lose sight of the big questions, like "Why am I here?"
You can find the video in the right-hand column of this page or watch it at YouTube (time: 2 minutes 4 seconds). Also, you can get a PDF transcript of the video's content here: Leadership: Love Politics.
We've been deeply saddened by the news of Stephen Covey's death. The Washington Post was kind enough to approach Tom about his thoughts on Stephen. You can find the tribute here.
Part 16 of Tom's "Mother of All Presentations" (MOAP) is featured now at ExcellenceNow.com. You can download the PowerPoint version or a PDF. We're releasing a section every other week throughout 2012.
Presenting the 9th "H" in the "15H Theory of Everything," this part of MOAP has "Things Gone Right" as its theme. Vernon Hill, the titular "H," is the founder of Commerce Bancorp, a small bank that made a big impact by providing, without exception, excellent customer experience.
Tom is speaking in Cancun to the annual meeting of ANADIM, the Asociacion Mexicana de Distribuidores de Medicinas. The group consists of leaders throughout the pharmacy industry, from the drug discoverer-developers through distributors and retailers.
[Photo: Lilies from Susan's garden]
Okay, say what you will, but I spent about three (full) days on this—which you'll see below and in a 1-page, 8-point type pdf.
The genesis was my speech in Tel Aviv a couple of weeks ago. I tried to cover "everything I've learned in the last 35 years"—in the space of a (very) few minutes. When I got home, I was determined to boil it down to one page. Which was fun—but one hell of a struggle.
Well, though I had to resort to 8-point type, I made it!
1. EXCELLENCE. A sterling reason for being. A way of life. A personal choice. (Besides, if not Excellence, what's the point?)
2. Organizations exist to serve. PERIOD. (Selfless service to others is the moral basis for all enterprise. PERIOD.)
3. "Business has to give people enriching, rewarding lives ... or it's simply not worth doing." —Richard Branson
4. To put the customer first is to put our people ahead of the customer. (Leaders' Job #1: "In service" to staff!)
4A. "You have to treat your employees like customers."—Herb Kelleher, on his "only" success secret
5. Obligation on several levels (including community/country) to maximize efforts to develop our people—one at a time.
6. The demise of jobs as we've known them—the accelerating tech tsunami. (Education revolution. NOW. Or doom.)
7. "Productivity through people" in truly small organizations—the ultimate national productivity multiplier.
8. The training imperative. (#1 "C-level"?) (Every employee has superstretch growth plan—managers evaluated thereon.)
9. The "d"iversity (lower case "d") imperative. (Variety of every sort is effectiveness' handmaiden.)
10. The teamwork imperative. (Goal: "I'm 100X better!"—top doc on power of Mayo Clinic's dogmatic "team medicine.")
11. Taking hiring (VERY) seriously. ALL-important. Rarely an "obsession." (Becoming a full-fledged "hiring pro.")
12. First-line manager/leader cadre as (under-appreciated) principal engine of productivity and quality and results.
13. Taking people (VERY) seriously: The Great Craving to Matter. ("Acknowledge" is the most powerful human force ...)
14. "Memories That Matter": Looking back, we recall the people to whom we gave a hand. (Net worth ain't on the tombstone.)
15. Innovation's only secret: WTTMSW/Whoever Tries The Most Stuff Wins! ("Ready. FIRE! Aim."—Perot/"Demo or die.")
15A. WTTMSW's identical twin: "Fail. Forward. Fast."—IDEO chief. (Forget "tolerate" failure. Instead ... celebrate failure.)
15B. "You miss 100% of the shots you never take."—Wayne Gretzky (Favorite slide/quote among library of 5,000.)
16. Innovation's only (other) secret: "Hang-out" axiom. Every "hang out" decision = Innovation ("Yes" or "No") decision.
16A. The NEW Hang-out axiom: Crowdsourcing ... front and center! (Hang out with literally ... EVERYONE!)
17. Innovation is everyone's fulltime game. (100% of individuals. All groups—e.g., every staff function.)
18. Innovation: Little BIG Things. (Become a maniacal experimenter: Incredible multipliers flow from mundane variables.)
19. The innovation final exam for positively everything from product to employee to etc. to etc.: WOW!!
19A. More than one way to skin a cat: 20,000 people (eBay) vs. 30 (Craigslist); madness is afoot—e.g., the "singularity."
20. Value-added: TGRs/Things Gone RIGHT. Manage! Measure! (These are the markers remembered for a lifetime.)
20A. "Small courtesies." (K = R= P/Kindness = Repeat business = Profit/"Kindness is free.") ("Hard is soft. Soft is hard.")
21. Value-added: DESIGN/Design-is-everything. "Everything is design."—Farson. (Market cap 2011: Apple > Exxon.)
22. Value-added: Service-package-as-tail-that-wags-dog. (E.g., IBM Global Services re-imagines businesses/re-imagines IBM!)
23. Value-added: XFX/Cross-functional EXCELLENCE. (The core: Unsexy "social accelerators"—e.g., "Let's do lunch.")
24. Value-added: Women-as-primary-market-for-everything. $28 trillion/yr worldwide. (Still largely honored in the breach.)
25. Value-added: Oldies-but-richies/ Mostly AWOL opportunity. (USA: Boomer turns 65 every 8 seconds, next 20 years.)
26. Value-added: Mid-sized magic/E.g., German Mittelstand stars. ("Be the best. It's the only market that's not crowded.")
(26A. Value-added? Behold, the pitiful performance of the business behemoths. Entropy inescapable—only patches possible.)
27. Leading: MBWA/Managing By Wandering Around. In-touch-or-bust. (Starbucks' Schultz visits 25+ shops a week!)
28. Leading: Focus. Successful leaders = ONE (big) thing at a time per Drucker. (You = Your calendar. Calendars never lie!)
29. Leading: LISTENING. Differentiator #1?? (No kidding!!) Make it Core Competence #1??!! (TRAIN it!! REWARD it!!)
30. Leading: Meetings. (Like it or not: "It's what I do." So ... make each and every one a paragon of Excellence.)
31. Leading: "Getting" you: "To develop others, start with yourself."—Marshall Goldsmith
32. Leading: Women are today's most effective leaders! ("The Women's Century."/Brazilian President Dilma Rousseff.)
33. Leading: Responsiveness/Apology. ("The problem is rarely the problem; the response to the problem is ...")
34. Leading: Enthusiasm! Energy! Exuberance! ("I am a dispenser of enthusiasm."—Ben Zander)
35. Leading: SERVICE/SERVANT LEADERSHIP. (Leaders serve. PERIOD.) ("Service" is the most beautiful word!)
36. Leading: EXCELLENCE. (Excellence is not an "aspiration." Excellence is the next five minutes. Or not.)
37. Leading: WOW! (Make Steve Jobs' mantra your own: Aim for "insanely great"—or don't bother.)
38. "We have a 'strategic plan,' it's called 'doing things.'"—Herb Kelleher
39. The competition ain't the competition: We beat ourselves.* (*Courtesy failure to execute!)
40. Execution is a game of inches—Relentless wins! ("No silver bullet"—Howard Schultz on Starbucks makeover)
41. "Remember to tuck the shower curtain into the bathtub."—Conrad Hilton claimed it was his "only" success secret.
42. "Execution is strategy."—Fred Malek/"Execution is the job of the business leader."—Larry Bossidy.
Perhaps you've noticed our new addition to the menu: Tom's Ebooks. Many of Tom's traditionally published books are available in ebook format (find them on the Tom's Books page). Of late, however, Tom has been partnering with New Word City to create short form ebooks. We thought it best to have one location for all the titles, and have also included the enhanced ebooks that were released just after the publication of The Little BIG Things. Keep checking back as more titles will be released soon.
Part 15 of Tom's "Mother of All Presentations" (MOAP) is featured now at ExcellenceNow.com. You can download the PowerPoint version or a PDF. We'll be releasing a section every other week throughout 2012.
This latest section of the MOAP introduces the 8th "H" in Tom's "15H Theory of Everything." In this presentation, the "H" stands for Gary Hamel, the highly regarded business thinker. Tom's theme is "You are who you hang out with." So, who are you going to lunch with?