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The Challenge: To Create More Value in All Negotiations

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Title: The Challenge: To Create More Value in All Negotiations Author: Conflict Management, Inc. Last modified by: cmosca Created Date: 9/8/1995 1:29:58 PM – PowerPoint PPT presentation

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Title: The Challenge: To Create More Value in All Negotiations


1
Excellence Innovate Or die Tom Peters/24
March 2011 Santo Domingo
2
Excellence!
3
Conrad Hilton
4
Conrad Hilton, at a gala celebrating his career,
was called to the podium and asked, What were
the most important lessons youve learned in your
long and distinguished career? His immediate
answer
5
remember to tuck the shower curtain inside the
bathtub.
6
Safety! Quality! Execution! Excellence!
7
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
8
Breakthrough 82 People! Customers! Action!
Values! In Search of Excellence
9
Mr. Watson, how long does it take to achieve
excellence?
10
One minute.
11
One minute. You make up your mind to never
again do something that is not excellent.
12
Excellence. Always. If not Excellence,
what?If not Excellence now, when?
13
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)
14
The greatest dangerfor most of usis not that
our aim istoo highand we miss it,but that it
istoo lowand we reach it.Michelangelo
15
Whenever anything is being accomplished, I have
learned, it is being done by a monomaniac with a
mission. Peter Drucker
16
Value Added!
17
More Moore
18
IBM 55BIBM Global Services/Systems
integrator of choice
19
MasterCard Advisors
20
You are headed for commodity hell if you dont
have services.Lou Gerstner, on IBMs coming
revolution (1997)
21
Huge Customer Satisfaction versus Customer
Success
22
342,8004,000,0002,500,0006716
23
Where do you want people to end up? What three
things would you like people to do? What would
constitute Wow success?
24
Here are the topics I will talk about .
25
Which of these topics make senseor dont? How
can I tailor ___, ___, ___ to your needs?
26
Its always showtime. David DAlessandro,
Career Warfare
27
Up, Up, Up, Up the Value-added Ladder.
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/01.11.2003
29
Mighty Mittelstand!
30
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
31
Data drawn from the real world attest to a fact
that is beyond our control Everything in
existence tends to deteriorate. Norberto
Odebrecht, Education Through Work
32
4 Japan3 USA2 China1 Germany
33
MittELstand agile creatures darting
between the legs of the multinational monsters"
(Bloomberg BusinessWeek, 10.10) E.g. Goldmann
Produktion
34
Retail Superstars Inside the 25 Best Independent
Stores in America by George Whalin
35
Jungle Jims International Market, Fairfield,
Ohio An adventure in shoppertainment, as
Jungle Jims call it, begins in the parking lot
and goes on to 1,600 cheeses and, yes, 1,400
varieties of hot sauce not to mention 12,000
wines priced from 8 to 8,000 a bottle all this
is brought to you by 4,000 vendors. Customers
come from every corner of the globe. Bronners
Christmas Wonderland, Frankenmuth, Michigan, pop
5,000 98,000-square-foot shop features the
likes of 6,000 Christmas ornaments, 50,000 trims,
and anything else you can name if it pertains to
Christmas. Source George Whalin, Retail
Superstars
36
Be the best. Its the only market thats not
crowded.
37
TGRs!
38
Conveyance Kingfisher Air Location Approach to
New Delhi
39
May I clean your glasses, sir?
40
Stews fish story
41
ltTGWand gtTGRThings Gone WRONG-Things
Gone RIGHT
42
Bag sizes New markets B Source
PepsiCo
43
Women Rule!
44
Forget China, India and the Internet Economic
Growth Is Driven by Women. Source Headline,
Economist
45
W 25T gt 2(C I) Women 25 trillion gt
twice China India combined
46
Women are the majority market Fara
Warner/The Power of the Purse
47
Women as Decision Makers/Various sourcesHome
Furnishings 94Vacations 92 (Adventure
Travel 70/ 55B travel equipment)Houses
91D.I.Y. (major home projects) 80Consumer
Electronics 51 (66 home computers) Cars
68 (influence 90)All consumer purchases 83
Bank Account 89Household investment
decisions 67Small business loans/biz starts
70Health Care 80
48
Women decide.Women save.Women spend.Women
rule.
49
Women decideWomen saveWomen spendWomen
ruleIn the developed worldIn the developing
worldThe trend is accelerating
50
The TV remote control!
51
Safety! (Thanks, China.)Quality!/Freshness!N
utritious!Green!/Organic!Attractive!/Packaging
!A Great Story!
52
Love!
53
The sun is setting on the Information
Societyeven before we have fully adjusted to its
demands as individuals and as companies. We have
lived as hunters and as farmers, we have worked
in factories and now we live in an
information-based society whose icon is the
computer. We stand facing the fifth kind of
society the Dream Society. Future products
will have to appeal to our hearts, not to our
heads. Now is the time to add emotional value to
products and services. Rolf Jensen/The Dream
Society How the Coming Shift from Information
to Imagination Will Transform Your Business
54
We are in the twilight of a society based on
data. As information and intelligence become the
domain of computers, society will place more
value on the one human ability that cannot be
automated emotion. Imagination, myth, ritual -
the language of emotion - will affect everything
from our purchasing decisions to how we work with
others. Companies will thrive on the basis of
their stories and myths. Companies will need to
understand that their products are less important
than their stories. Rolf Jensen, Copenhagen
Institute for Future Studies
55
Best story wins!
56
Kevin Roberts Lovemarks!
57
When I first suggested that Love was the way
to transform business, grown CEOs blushed and
slid down behind annual accounts. But I kept at
them. I knew it was Love that was missing. I
knew that Love was the only way to ante up
the emotional temperature and create the new
kinds of relationships brands needed. I knew that
Love was the only way business could respond
to the rapid shift in control to consumers.
Kevin Roberts/Lovemarks
58
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59
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60
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61
(No Transcript)
62
Starbucks had become operationally driven, about
efficiency as opposed to the romance. Wed lost
the soul of the company. Howard Schultz on
Starbucks problems which caused him to reclaim
the CEO job (HS calls his association with
Starbucks a love story.
63
RomanceSoulLove story
64
It takes a tough man to make a tender
chicken!Perdue Farms/Salisbury
Maryland/Frank a learning maniac and Jimmy
Perdue
65
Safety!Quality!/Freshness!Nutritious!Green!
/Organic!Attractive!/Packaging!A Great Story!
66
Women dont buy brands. They join
them.Faith Popcorn, EVEolution
67
Purchasing PatternsWomen Harder to convince
more loyal once convinced.Men Snap decision
fickle.Source Martha Barletta, Marketing to
Women
68
People First! People First! People First!
People First! People First!
69
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)
70
"If you want staff to give great service, give
great service to staff." Ari Weinzweig,
Zingerman's
71
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72
Business has to give people enriching,
rewarding lives or it's simply not worth
doing. Richard Branson
73
Evaluating people 1 differentiatorSource
Jack Welch/Jeff Immelt on GEs 1 strategic skill
(!!!!)
74
We believe companies can increase their market
cap 50 percent in 3 years. Steve Macadam at
Georgia-Pacific changed 20 of his 40 box plant
managers to put more talented, higher paid
managers in charge. He increased profitability
from 25 million to 80 million in 2 years.
Ed Michaels, War for Talent
75
lt CAPEXgt People!
76
No company ever Expended too much thought/Effort/
on training! ESPECIALLY
small company
77
Luiza Helena, Magazine Luiza
78
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.
79
Try It !Try It!Try It!
80
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, wildly
successful Canadian Oil Gas wildcatter
81
READY.FIRE!AIM.H. Ross Perot (vs Aim! Aim!
Aim! /EDS vs GM/1985)
82
1/45
83
Try It.Try It.Try It.Try It.Try It.Try
It.Try It.Try It.Try It.Try It.Try It.Try
It.Try It.Try It.Try It.Try It.Try It.Try
It.Try It.Try It.Try It.Try It.Try It.Try
It.Try It.Try It.
84
In Search of Excellence /1982 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
85
Experiment fearlesslySource BusinessWeek,
Type A Organization Strategies How to Hit a
Moving TargetTactic 1
86
The secret to having good ideas is to have a lot
of ideas, then throw the bad ones away. Linus
Pauling
87
Intelligent people can always come up with
intelligent reasons to do nothing. Scott Simon
88
Fail. Forward. Fast.High Tech
CEO/PennsylvaniaFail faster. Succeed
Sooner.David Kelley/IDEO
89
Reward excellent failures. Punish mediocre
successes.Phil Daniels, Sydney exec
90
No man ever became great except through many and
great mistakes. William Gladstone (from
Timeless Wisdom, compiled by Gary Fenchuk)
91
Success 101 Whoever tries the most stuff and
most rapidly launches the next try wins. Forward
failures are not to be tolerated, they are to
be celebrated.
92
You miss 100 of the shots you never take.
Wayne Gretzky
93
Execution!
94
remember to tuck the shower curtain inside the
bathtub
95
Execution is strategy. Fred Malek
96
Execution is the job of the business
leader.Larry Bossidy Ram Charan/ Execution
The Discipline of Getting Things Done
97
Sports You beat yourself!
98
The person who is a little less conceptual but
is absolutely determined to succeed will usually
find the right people and achieve objectives. Im
not knocking education or looking for dumb
people. But if you have to choose between someone
with an elite education whos gliding along, and
someone with less education but who is absolutely
determined to succeed, youll always do better
with the 2nd person.I saw that leaders placed
too much emphasis on high-level strategy, on
philosophizing,and not enough on implementation.
People would agree on a project and then nothing
would come of it. Source Larry Bossidy,
EXECUTION
99
The art of war does not require complicated
maneuvers the simplest are the best and common
sense is fundamental. From which one might wonder
how it is generals make blunders it is because
they try to be clever. Napoleon
100
Costco figured out the big, simple things and
executed with total fanaticism. Charles
Munger, Berkshire Hathaway
101
MBWA!
102
25
103
MBWAManaging By Wandering Around/HP
104
How are you going to make the next 15 minutes
matter???
105
I am a dispenser of enthusiasm. Ben Zander
106
Make it fun to work at your agency. Encourage
exuberance. Get rid of sad dogs who spread doom.
David Ogilvy
107
Listening!
108
The doctor interrupts after Source
Jerome Groopman, How Doctors Think
109
18
110
18 seconds!
111
An obsession with Listening is ... the ultimate
mark
of Respect. Listening is ... the
heart and soul of Engagement. Listening is ...
the heart and soul of Kindness. Listening is ...
the heart and soul of Thoughtfulness. Listening
is ... the basis for true Collaboration. Listening
is ... the basis for true Partnership. Listening
is ... a Team Sport. Listening is ... a
Developable Individual Skill. (Though women
are far better at it
than men.) Listening is ... the basis for
Community. Listening is ... the bedrock of Joint
Ventures that work. Listening is ... the bedrock
of Joint Ventures that grow. Listening is ... the
core of effective Cross-functional
Communication (Which is in turn
Attribute 1 of
organizational effectiveness.) cont.
112
Listening is ... the engine of superior
EXECUTION. Listening is ... the key to making the
Sale. Listening is ... the key to Keeping the
Customers Business. Listening is ...
Service. Listening is ... the engine of Network
development. Listening is ... the engine of
Network maintenance. Listening is ... the engine
of Network expansion. Listening is ... Social
Networkings secret weapon. Listening is ...
Learning. Listening is ... the sine qua non of
Renewal. Listening is ... the sine qua non of
Creativity. Listening is ... the sine qua non of
Innovation. Listening is ... the core of taking
diverse opinions aboard. Listening is ...
Strategy. Listening is ... Source 1 of
Value-added. Listening is ... Differentiator
1. Listening is ... Profitable. (The R.O.I.
from listening is higher than
from any other single
activity.) Listening is the bedrock which
underpins a Commitment to
EXCELLENCE
113
Message Listening is a profession!
114
Little BIG Things!
115
(No Transcript)
116
Courtesies of a small and trivial character are
the ones which strike deepest in the grateful and
appreciating heart. Henry Clay,American
Statesman (1777-1852)
117
K R PKindness Repeat business Profit.
118
K R P/Kindness Repeat business
Profit Kindness Kind. Thoughtful. Decent.
Caring. Attentive. Engaged. Listens
well/obsessively. Appreciative. Open. Visible. Hon
est. Responsive. On time all the time. Apologizes
with dispatch for screwups. Over-reacts to
screwups of any magnitude. Professional in all
dealings. Optimistic. Understands that kindness
to staff breeds kindness to others/outsiders. Appl
ies throughout the supply chain. Applies to
100 of customers staff. Explicit part of values
statement. Basis for evaluation of 100 of our
staff.
119
"Appreciative words are the most powerful force
for good on earth. George W. Crane, physician,
columnist The two most powerful things in
existence a kind word and a thoughtful
gesture. Ken Langone, co-founder, Home Depot
120
I regard apologizing as the most magical,
healing, restorative gesture human beings can
make. It is the centerpiece of my work with
executives who want to get better. Marshall
Goldsmith, What Got You Here Wont Get You
There How Successful People Become Even More
Successful.
121
Relationships (of all varieties) THERE ONCE WAS
A TIME WHEN A THREE-MINUTE PHONE CALL WOULD HAVE
AVOIDED SETTING OFF THE DOWNWARD SPIRAL THAT
RESULTED IN A COMPLETE RUPTURE. divorce, loss
of a BILLION aircraft sale, etc., etc.

122
THE PROBLEM IS RARELY/NEVER THE PROBLEM. THE
RESPONSE TO THE PROBLEM INVARIABLY ENDS UP BEING
THE REAL PROBLEM. PERCEPTION IS ALL THERE IS!

123
Comeback big, quick response gtgt Perfection
124
WOW!
125
Zappos 10 Corporate ValuesDeliver
WOW! through service.Embrace and drive
change.Create fun and a little weirdness.Be
adventurous, creative and open-minded.Pursue
growth and learning.Build open and honest
relationships with communication.Build a
positive team and family spirit.Do more with
less.Be passionate and determined.Be
humble. Source Delivering Happiness, Tony
Hsieh, CEO, Zappos.com
126
You cant behave in a calm, rational manner.
Youve got to be out there on the lunatic
fringe. Jack Welch
127
We are crazy. We should do something when
people say it is crazy. If people say something
is good, it means someone else is already doing
it.Hajime Mitarai, Canon
128
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!
129
On ADMIRAL HORATIO NELSON other admirals
more frightened of losing than anxious to
win Andrew Lambert, Nelson Britannias God of
War
130
Wow!
131
Excellence. Always. If not Excellence,
what?If not Excellence now, when?
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