Title: Conrad Hilton
1Conrad Hilton
2Conrad Hilton, at a gala celebrating his career,
was called to the podium and asked, What were
the most important lessons you learned in your
long and distinguished career? His answer
3remember to tuck the shower curtain inside the
bathtub.
4With which he turned and walked back to his seat.
5 Excellence. Always. PMMI/Turnberry Isle
Resort Club Tom Peters/04 April 2011 (Slides at
tompeters.com)
6NOTE To appreciate this presentation and
ensure that it is not a mess, you need Microsoft
fonts Showcard Gothic, Ravie, Chiller
and Verdana
7Mittelstand Magic
8I 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 Source
Paul Ormerod, Why Most Things Fail Evolution,
Extinction and Economics
9I 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
10Mr. Foster and his McKinsey colleagues collected
detailed performance data stretching back 40
years for 1,000 U.S. companies. They found that
none of the long-term survivors managed to
outperform the market. Worse, the longer
companies had been in the database, the worse
they did. Financial Times
11Where the 201,000 new private-sector jobs came
from 51 Small firms41 Medium-sized8
BigADP National Employment Report/March 2011
124 Japan3 USA2 China1 Germany
13 MittELstand agile creatures darting
between the legs of the multinational monsters"
(Bloomberg BusinessWeek, 10.10) E.g., Goldmann
Produktion
14Basement Systems Inc. (Seymour CT)Dry
Basement Science (100,000 copies!)1990
0 2003 13M 2008 62,000,000
15(No Transcript)
16Jims 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
17Be the best. Its the only market thats not
crowded. From Retail Superstars Inside the 25
Best Independent Stores in America, George Whalin
18Beyond Satisfaction With the Product
19Lou, considering all the money Ive spent with
you guys, why in the hell hasnt my business been
transformed?
2055BIBM Global Services/Systems integrator
of choice
21IBMtoIBM
22You are headed for commodity hell if you dont
have services.Lou Gerstner, on IBMs coming
revolution (1997)
23From product satisfaction to profitable
solutions/business successLarry solves
problems.Jim solves problems. Lou solves
problems.
24HP to acquire EDS for 13.9 billion Source
Hewlett-Packard press release/05.13.2008EDS
was the first large computer services.
25WHAT CAN BROWN DO FOR YOU?Its all about
solutions. We talk with customers about how to
run better, stronger, cheaper supply chains. We
have 1,000 engineers who work with customers
Bob Stoffel, UPS senior exec
26 I. LAN Installation Co. (3)II. Geek
Squad. (30.)III. Acquired by BestBuy.IV.
Flagship of BestBuy Wholesale
Solutions Strategy Makeover.
27Huge Customer Satisfaction with product
versus Customer Success
28The leading Indian outsourcers reckon that the
key to their long-term prosperity is bagging ever
larger deals and moving ever higher up the
value chain. The Economist/
29Little Things Matter
30Conveyance Kingfisher Air Location Approach to
New Delhi
31May I clean your glasses, sir?
32ltTGWand gtTGRThings Gone WRONG-Things
Gone RIGHT
33 Big carts 1.5X Source Walmart
34Design Is a participative sport
35Design is treated like a religion at BMW.
Fortune
36Packages are about containing and labeling and
informing and celebrating. They are about power
and flattery and trying to win peoples trust.
They are about beauty and craftsmanship and
comfort. They are about color, protection,
survival. Thomas Hine, The Total Package
37 Design is everything. Everything is
design. We are all designers. Inspiration
The Power of Design A Force for Transforming
Everything, Richard Farson
38Harry Quadracci/QuadGraphics invents blow-in
ads(Not the magazine industry)
39Just Do it
401/45
41We have a strategic plan. Its called doing
things. Herb Kelleher
42READY.FIRE!AIM.H. Ross Perot (vs Aim! Aim!
Aim! /EDS vs GM/1985)
43We 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
44Experiment fearlesslyRelentless trial and
errorSource BusinessWeek, Type A
Organization Strategies How to Hit a Moving
TargetTactic 1
45Fail. Forward. Fast.High Tech CEO,
Pennsylvania
46 Re-arrange the mind of the enemy T.E.
Lawrence
471/5,000 You miss 100 of the shots you never
take. Wayne Gretzky
48We are what we eat/Who we hang out with
49 You will become like the five people you
associate with the mostthis can be either a
blessing or a curse. Billy Cox
50The We are what we eat/ We are who we hang
out with Axiom At its core, every (!!!)
relationship-partnership decision (employee,
vendor, customer, etc, etc) is a strategic
decision about Innovate, Yes or No
51People power
52You 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 AAs
Annual Meeting)
53 We are a Life Success Company.Dave Liniger,
founder, RE/MAX
54 Oath of Office Managers/Servant
Leaders Our goal is to serve our customers
brilliantly and profitably over the long
haul. Serving our customers brilliantly and
profitably over the long haul is a product of
brilliantly serving, over the long haul, the
people who serve the customer. Hence, our job as
leadersthe alpha and the omega and everything
in betweenis abetting the sustained growth and
success and engagement and enthusiasm and
commitment to Excellence of those, one at a
time, who directly or indirectly serve the
ultimate customer. Weleaders of every
stripeare in the Human Growth and
Development and Success and Aspiration to
Excellence business. We leaders only grow
when they each and every one of our
colleagues are growing. We leaders only
succeed when they each and every one of our
colleagues are succeeding. We leaders
only energetically march toward Excellence when
they each and every one of our colleagues
are energetically marching toward
Excellence. Period.
55 Brand Talent.
56If the regimental commander lost most of his 2nd
lieutenants and 1st lieutenants and captains and
majors, it would be a tragedy. If he lost his
sergeants it would be a catastrophe. The Army and
the Navy are fully aware that success on the
battlefield is dependent to an extraordinary
degree on its Sergeants and Chief Petty Officers.
Does industry have the same awareness?
571 cause ofemployee Dis-satisfaction?
58Suggested addition to your statement of Core
Values We are obsessed with developing a cadre
of 1st line managers that is second to nonewe
understand that this cadre per se is arguably one
of our top two or three most important Strategic
Assets.
59TP How to throw 500,000 into the sea in one
easy lesson!!
60lt CAPEXgt People!
61 The Pursuit of monopoly power Through
Excellence!
62Be the best. Its the only market thats not
crowded.
63 Excellence. Always. If not Excellence,
what?If not Excellence now, when?