... 50 today have more than half of their adult life ahea

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Tom Peters EXCELLENCE. ALWAYS.Catalyst
For ChangeNational Black MBA AssociationWashingt
on/17 September 2008
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NOTE To appreciate this presentation and
ensure that it is not a mess, you need Microsoft
fonts Showcard Gothic, Ravie, Chiller
and Verdana
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The 100 Year Storm
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Hubris Axiom upon which Nobel prizes were
won We can eradicate risk with the new math,
the new instruments. We can refine the
eradication process ad infinitum derivatives of
derivatives of derivatives. A few tens of
trillions of of exposureso what? We dont
want to be the first1st to bailonly wimps quit
when they get their third consecutive 10M bonus
at age 29. I got this because Im smartthis was
not repeat not luck I deserved every damn
penny. Counter text Fooled By RandomnessNassim
Nicholas Taleb
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Greed Duh.
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Quant primacy Too much faith in super-smart
intellectuals Reminds me to the point of dotting
of the is and crossing of the ts of David
Halberstams The Best The Brighteston the
Vietnam quagmire If youre not a 100 quant
convert, youre old school and held up to
ridiculeeven if youre Warren Buffett.
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Step shift in complexity Fact is, it became
incomprehensible. Connectedness in general,
global totally new and, again, incomprehensible.
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Perception Is Everything Financial markets
are, by design, a house of cardse.g., basic idea
is to take a dollar of deposits and lend 10 based
thereupon, depending on the depositors not to
withdraw all at once. Emotions rule as much on
Wall Street as at the football stadium!!!!!! Expe
ctations are everything!!!!! Madness of crowds
is just thatmadness!!!!! It is axiomatic that
house prices will rise and rise and riseand then
rise some more.
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Basics Rotten Mary and Joe couldnt have paid
the loan back if hell had frozen overthey were
not, simply, creditworthy. The incentives were
nuttylend to anyone and everyone and collect the
full commission when you book the loan and get
fired if you dont book it. Message from In
Search of Excellence, in another context, Its
the basics, stupidJapan is killing us, circa
1980, because (1) their cars work and (2) they
ask their workers how to make them even better.
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Good Ideology Run Amok De-regulation
Holy. If de-regulation is good, then more is
better.
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History Repeats Repeats Repeats Itself South
Sea Bubble Tulips Etc Etc Etc S L Junk
bonds Dot-com Sub-prime TK TK TK
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Thank God for PaulsonItd Be Worse Without
Him.
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No One Knows the Ending to This Story
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Black Swans Believe it s happens. See
Taleb once again The Black Swan. NB Your
response to one or two black swans is your life
legacyits easy to be a genius when the market
is rising rising rising.
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Slides at tompeters.com
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MBWA
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Excellence1982 The Bedrock Eight
Basics 1. A Bias for Action 2. Close to the
Customer 3. Autonomy and Entrepreneurship 4.
Productivity Through People 5. Hands On,
Value-Driven 6. Stick to the Knitting 7. Simple
Form, Lean Staff 8. Simultaneous Loose-Tight
Properties
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Breakthrough 82 People! Customers! Action!
Values! In Search of Excellence
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Hard Is SoftSoft Is Hard
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Hard Is Soft (Plans, s)Soft Is Hard (people,
customers, values, relationships))
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You must be the change you wish to see in the
world.Gandhi
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Its always showtime. David DAlessandro,
Career Warfare
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Why in the World did you go to Siberia?
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Enterprise (at its best) An emotional,
vital, innovative, joyful, creative,
entrepreneurial endeavor that elicits maximum
concerted human
potential in the wholehearted service of
others.Employees, Customers, Suppliers,
Communities, Owners, Temporary partners
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no less than Cathedrals in which the full and
awesome power of the Imagination and Spirit and
native Entrepreneurial flair of diverse
individuals is unleashed in passionate pursuit of
Excellence.
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The role of the Director is to create a space
where the actors and actresses can become more
than theyve ever been before, more than theyve
dreamed of being. Robert Altman, Oscar
acceptance speech
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Leaders SERVE people. Period. inspired by
Robert Greenleaf
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We Have Thank you, Howard
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Internal organizational excellence Deepest
Blue Ocean
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Thank you ,Herb
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You have to treat your employees like
customers. Herb Kelleher, upon being asked his
secret to successSource Joe Nocera, NYT,
Parting Words of an Airline Pioneer, on the
occasion of Herb Kellehers retirement after 37
years at Southwest Airlines (SWAs 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 the
Annual Meeting)
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Thank you Ben, Norm, Ike, and Delaware
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Give good tea!
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Allied commands depend on mutual confidence
and this confidence is gained, above all
through the development of friendships.
General D.D. Eisenhower, Armchair General
(05.08)Perhaps his most outstanding ability
at West Point was the ease with which he made
friends and earned the trust of fellow cadets
who came from widely varied backgrounds it was
a quality that would pay great dividends during
his future coalition command
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eighty percent of success is showing up.
Woody Allen
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L(21) L(-21)

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Leadership(21A.D.) Leadership(21B.C.)

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Thank you , Nelson Mandela
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?
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Thank you ,Rich
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Mapping your competitive position or
Rich DAveni/HBR
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1. Have you in the last 10 days
visited a customer?2. Have you called a
customer TODAY?


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The Have you 50See Appendix One
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Thank you ,Conrad
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Conrad Hilton, at a gala celebrating his life,
was asked, What was the most important lesson
youve learned in you long and distinguished
career? His immediate answer
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Conrad Hilton, at a gala celebrating his life,
was asked, What was the most important lesson
youve learned in you long and distinguished
career? His immediate answer remember to
tuck the shower curtain inside the bathtub
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Thank you Dr. Groopman
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18
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The four most important words in any
organization are What do you think?
Source courtesy Dave Wheeler, posted at
tompeters.com, source of original unknown
(0609.08)
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Thank you ,Walter
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???????Success doesnt depend on the number of
people you know it depends on the number of
people you know in high places!or Success
doesnt depend on the number of people you know
it depends on the number of people you know in
low places!
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Loser Hes such a suck-up!Winner
Hes such a suck-down.
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George Crile (Charlie Wilsons War) on Gust
Avrakotos strategy He had become something
of a legend with these people who manned the
underbelly of the Agency CIA.
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Thank you, Henry
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Courtesies of a small and trivial character are
the ones which strike deepest in the grateful and
appreciating heart. Henry Clay
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The Managers Book of Decencies How Small
/gestures Build Great Companies. Steve
Harrison, Adecco
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• It was much later that I realized Dads secret.
  He gained respect by giving it. He talked and
  listened to the fourth-grade kids in Spring
  Valley who shined shoes the same way he talked
  and listened to a bishop or a college president.
  He was seriously interested in who you were and
  what you had to say.
• Sara Lawrence-Lightfoot, Respect

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Press Ganey Assoc 139,380 former patients from
225 hospitalsnone of THE top 15 factors
determining Patient Satisfaction referred to
patients health outcomePS directly related to
Staff InteractionPS directly correlated with
Employee Satisfaction Source Putting Patients
First, Susan Frampton, Laura Gilpin, Patrick
Charmel
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There is a misconception that supportive
interactions require more staff or more time and
are therefore more costly. Although labor costs
are a substantial part of any hospital budget,
the interactions themselves add nothing to the
budget. Kindness is free. Listening to patients
or answering their questions costs nothing. It
can be argued that negative interactionsalienatin
g patients, being non-responsive to their needs
or limiting their sense of controlcan be very
costly. Angry, frustrated or frightened
patients may be combative, withdrawn and less
cooperativerequiring far more time than it
would have taken to interact with them initially
in a positive way. Putting Patients First,
Susan Frampton, Laura Gilpin, Patrick Charmel
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Thank you,Heather
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Forget China, India and the Internet Economic
Growth Is Driven by Women. Headline, Economist,
April 15, 2006, Leader, page 14
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10 UNASSAILABLE REASONS WOMEN
RULE Women make all the financial
decisions.Women control all the wealth. Women
substantially outlive men. Women start most of
the new businesses. Womens work force
participation rates have soared
worldwide. Women are closing in on same pay for
same job. Women are penetrating senior
ranks rapidly even if the pace is slow for
the corner office per se. Womens
leadership strengths are exceptionally well
aligned with new organizational effectiveness
imperatives. Women are better salespersons than
men. Women buy almost everythingcommercial
as well as consumer goods. So what exactly is
the point of men?
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7/13
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!!!!!!!!!!!!!!!!! People turning 50 today have
more than half of their adult life ahead of
them. Bill Novelli, 50 Igniting a Revolution
to Reinvent America
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Thank you, Sheik Mohammad
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Single greatest act of pure imagination
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dubai
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Thank you Larry and Jim
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Basement Systems Inc.Larry JaneskyDry
Basement Science (115,000!)1990 0 2003
13M 2007 62,000,000
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Jims Mowing Canada Jims Mowing UK Jims
Antennas Jims Bookkeeping Jims Building
Maintenance Jims Carpet Cleaning Jims Car
Cleaning Jims Computer Services Jims Dog
Wash Jims Driving School Jims Fencing Jims
Floors Jims Painting Jims Paving Jims Pergolas
gazebos Jims Pool Care Jims Pressure
Cleaning Jims Roofing Jims Security Doors Jims
Trees Jims Window Cleaning Jims
Windscreens Note Download, free, Jim Penmans
book What Will They Franchise Next? The Story
of Jims Group
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4 Japan3 USA2 China1 Germany
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Reason!!!Mittelstand
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I am often asked by would-be entrepreneurs
seeking escape from life within huge corporate
structures, How do I build a small firm for
myself? The answer seems obvious Buy a very
large one and just wait. Paul Ormerod, Why
Most Things Fail Evolution, Extinction and
Economics
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The last word There is no last word.
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Thank you, Eleanor and Kevin
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Do one thing every day that scares you.
Eleanor Roosevelt
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Kevin Roberts Credo1. Ready.
Fire! Aim.2. If it aint broke ... Break it!3.
Hire crazies.4. Ask dumb questions.5. Pursue
failure.6. Lead, follow ... or get out of the
way!7. Spread confusion.8. Ditch your
office.9. Read odd stuff.10. Avoid moderation!
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Thank you, John
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1/40
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This is so simple it sounds stupid, but it is
amazing how few oil people really understand that
you only find oil if you drill wells. You may
think youre finding it when youre drawing maps
and studying logs, but you have to drill.
Source The Hunters, by John Masters, Canadian
O G wildcatter
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We made mistakes, of course. Most of them were
omissions we didnt think of when we initially
wrote the software. We fixed them by doing it
over and over, again and again. We do the same
today. While our competitors are still sucking
their thumbs trying to make the design perfect,
were already on prototype version 5. By the
time our rivals are ready with wires and screws,
we are on version 10. It gets back to planning
versus acting We act from day one others plan
how to planfor months. Bloomberg by Bloomberg
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You miss 100 of the shots you never take.
Wayne Gretzky
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Reward excellent failures. Punish mediocre
successes.Phil Daniels, Sydney exec
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Thank you , Fred
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4/40
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DECENTRALIZATION.EXECUTION.ACCOUTABILITY.61
5A.M.
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Execution is strategy. Fred Malek
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Thank you , ____You are what you eat
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We are the company we keep
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Measure Strangeness/Portfolio
QualityStaffConsultantsVendorsOut-sourcing
Partners (, Quality)Innovation Alliance
PartnersCustomersCompetitors (who we
benchmark against) Strategic Initiatives
Product Portfolio (LineEx v. Leap)IS/IT
ProjectsHQ LocationLunch MatesLanguageBoard
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Normal o for 800
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Thank you , 7-11
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TP How to flush 500,000 down the toilet in
one easy lesson!!
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lt CAPEXgt People!
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1 cause ofDis-satisfaction?
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2/year legacy.
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53 53
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Leaders do people. Period. Anon.
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The leaders of Great Groups love talent and
know where to find it. They revel in the talent
of others. Warren Bennis Patricia Ward
Biederman, Organizing Genius
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Brand Talent.
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Our MissionTo develop and manage talentto
apply that talent,throughout the world, for the
benefit of clientsto do so in partnership to
do so with profit.WPP
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Thank you , Mike
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The greatest dangerfor most of usis not that
our aim istoo highand we miss it,but that it
istoo lowand we reach it.Michelangelo
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Excellence can be obtained if you ... care
more than others think is wise ... risk
more than others think is safe ... dream
more than others think is practical ...
expect more than others think is
possible. Source Anon. (Posted _at_ tompeters.com
by K.Sriram, November 27, 2006 117 AM)