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Conrad Hilton

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... Customer Satisfaction with product versus Customer Success The leading Indian ... and moving ever higher up the value chain ... Walmart ... – PowerPoint PPT presentation

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Title: Conrad Hilton


1
Conrad Hilton
2
Conrad 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
3
remember to tuck the shower curtain inside the
bathtub.
4
With 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)
6
NOTE To appreciate this presentation and
ensure that it is not a mess, you need Microsoft
fonts Showcard Gothic, Ravie, Chiller
and Verdana
7
Mittelstand Magic
8
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 Source
Paul Ormerod, Why Most Things Fail Evolution,
Extinction and Economics
9
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
10
Mr. 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
11
Where the 201,000 new private-sector jobs came
from 51 Small firms41 Medium-sized8
BigADP National Employment Report/March 2011
12
4 Japan3 USA2 China1 Germany
13
MittELstand agile creatures darting
between the legs of the multinational monsters"
(Bloomberg BusinessWeek, 10.10) E.g., Goldmann
Produktion
14
Basement Systems Inc. (Seymour CT)Dry
Basement Science (100,000 copies!)1990
0 2003 13M 2008 62,000,000
15
(No Transcript)
16
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
17
Be the best. Its the only market thats not
crowded. From Retail Superstars Inside the 25
Best Independent Stores in America, George Whalin
18
Beyond Satisfaction With the Product
19
Lou, considering all the money Ive spent with
you guys, why in the hell hasnt my business been
transformed?
20
55BIBM Global Services/Systems integrator
of choice
21
IBMtoIBM
22
You are headed for commodity hell if you dont
have services.Lou Gerstner, on IBMs coming
revolution (1997)
23
From product satisfaction to profitable
solutions/business successLarry solves
problems.Jim solves problems. Lou solves
problems.
24
HP to acquire EDS for 13.9 billion Source
Hewlett-Packard press release/05.13.2008EDS
was the first large computer services.
25
WHAT 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.
27
Huge Customer Satisfaction with product
versus Customer Success
28
The 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/
29
Little Things Matter
30
Conveyance Kingfisher Air Location Approach to
New Delhi
31
May I clean your glasses, sir?
32
ltTGWand gtTGRThings Gone WRONG-Things
Gone RIGHT
33
Big carts 1.5X Source Walmart
34
Design Is a participative sport
35
Design is treated like a religion at BMW.
Fortune
36
Packages 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
38
Harry Quadracci/QuadGraphics invents blow-in
ads(Not the magazine industry)
39
Just Do it
40
1/45
41
We have a strategic plan. Its called doing
things. Herb Kelleher
42
READY.FIRE!AIM.H. Ross Perot (vs Aim! Aim!
Aim! /EDS vs GM/1985)
43
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
44
Experiment fearlesslyRelentless trial and
errorSource BusinessWeek, Type A
Organization Strategies How to Hit a Moving
TargetTactic 1
45
Fail. Forward. Fast.High Tech CEO,
Pennsylvania
46
Re-arrange the mind of the enemy T.E.
Lawrence
47
1/5,000 You miss 100 of the shots you never
take. Wayne Gretzky
48
We 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
50
The 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
51
People power
52
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 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.
56
If 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?
57
1 cause ofemployee Dis-satisfaction?
58
Suggested 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.
59
TP How to throw 500,000 into the sea in one
easy lesson!!
60
lt CAPEXgt People!
61
The Pursuit of monopoly power Through
Excellence!
62
Be the best. Its the only market thats not
crowded.
63
Excellence. Always. If not Excellence,
what?If not Excellence now, when?
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