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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


1
55
2
Sanitary revolution mortality in major cities
down 55 between 1850 and 1915Source Tom
Farley Deborah Cohen, Prescription for a
Healthy Nation
3
If God spoke to me by saying, Mark, youre down
to your last three words What would you want to
say to your fellow humans that would make the
most positive impact? It would be a close call
between Love Thy Neighbor and
4
If God spoke to me by saying, Mark, youre down
to your last three words What would you want to
say to your fellow humans that would make the
most positive impact? It would be a close call
between Love Thy Neighbor and Wash Your
HandsMark Pettus, M.D., The Savvy Patient
5
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
6
remember to tuck the shower curtain inside the
bathtub.
7
Execution is strategy. Fred Malek
8
Tom Peters Excellence. Always.
ISSA/INTERCLEAN North America 20 October
2011 (Slides at tompeters.com)
9
NOTE To appreciate this presentation and
ensure that it is not a mess, you need Microsoft
fonts Showcard Gothic, Ravie, Chiller
and Verdana
10
Date SeptemberLocation Chicago
11
Date SeptemberLocation ChicagoClient 500
law-firm partners
12
Date SeptemberLocation ChicagoClient 500
law-firm partnersComplaint Legal practice
becoming commoditized/ big clients cutting
costs, bringing the work inside, more and more
competitive bid situations
13
Date SeptemberLocation ChicagoClient 500
law-firm partnersComplaint Legal practice
becoming commoditized/ big clients cutting
costs, bringing the work inside, more and more
competitive bid situationsAnswer ????
14
55BIBM Global Services/Systems integrator
of choice
15
What can BROWN Do For You?
16
Big Browns New Bag UPS Aims to Be the Traffic
Manager for Corporate America Headline/BW
UPS wants to take over the sweet spot in the
endless loop of goods, information and capital
that all the packages it moves represent.
ecompany.com (E.g., UPS Logistics manages the
logistics of 4.5M Ford vehicles, from 21 mfg.
sites to 6,000 NA dealers)
17
THE GIANT STALKING BIG OIL How Schlumberger Is
Rewriting the Rules of the Energy Game. IPM
Integrated Project Management strays from
Schlumbergers traditional role as a service
provider and moves deeper into areas once
dominated by the majors. Source BusinessWeek
cover story, January 2008
18
MasterCard Advisors
19
Huge Customer Satisfaction with
product/Service versus Customer Success
20
Basement Systems Inc.
21
Up, Up, Up, Up the Value-added Ladder
22
TGRs
23
Conveyance Kingfisher Air Location Approach to
New Delhi
24
May I clean your glasses, sir?
25
ltTGWand gtTGRThings Gone WRONG-Things
Gone RIGHT
26
Customers describing their service experience as
superior 8 Companies describing the service
experience they provide as superior
80 Source Bain Company survey of 362
companies, reported in John DiJulius, What's the
Secret to Providing a World-class Customer
Experience?
27
Carls Street- Sweeper
28
LBTs
29
Little BIG
30
Big carts 1.5X Source Walmart
31
120-oz container to ketchup-bottle size
laundry-detergent concentrate (100 conversion)
1/4th packaging 1/4th weight 1/4th cost to
ship 1/4th space on ships, trucks, shelves. 3
years 95M s plastic resin saved, 125M s
cardboard conserved, 400M less gallons of water
shipped, 500K gallons less diesel fuel, 11M less
s CO2 released)Source Force of Nature The
Unlikely Story of Walmarts Green Revolution,
Edward Humes
32
People!People!People!People!People!
33
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)
34
"If you want staff to give great service, give
great service to staff." Ari Weinzweig,
Zingerman's
35
Zabars Parking GarageRetail Superstars
Inside the 25 Best Independent Stores in America,
by George Whalin
36
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.
37
TP How to throw 500,000 into the sea in one
easy lesson!!
38
lt CAPEXgt People!
39
2X Source Container Store/Goal increase
average sale per shopper
40
Wegmans.
41
Get This Right!
42
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?
43
People leave managers not companies. Dave
Wheeler
44
K R P
45
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)
46
THE PROBLEM IS RARELY/NEVER THE PROBLEM. THE
RESPONSE TO THE PROBLEM INVARIABLY ENDS UP BEING
THE REAL PROBLEM. PERCEPTION IS ALL THERE IS!

47
With a new and forthcoming policy on apologies
Toro, the lawn mower folks, reduced the average
cost of settling a claim from 115,000 in 1991 to
35,000 in 2008 and the company hasnt been to
trial in the last 15 years!
48
K R P
49
Kindness Repeat Business Profit.
50
Hard is Soft. Soft is Hard.
51
R.F.A.
52
READY.FIRE!AIM.H. Ross Perot
53
1/45
54
Lesson45 WTTMSW
55
Whoever Tries The Most Stuff Wins
56
Fail. Forward. Fast.High Tech CEO,
Pennsylvania
57
Better yet WTTMS(ASTMSU)TFW
58
Whoever Tries The Most Stuff (And Screws The
Most Stuff Up) The Fastest Wins
59
1/5000
60
You miss 100 of the shots you never take.
Wayne Gretzky
61
Skinning Cats
62
14,00020,00030
63
14,000/eBay20,000/Amazon30/Craigslist
64
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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