Excellence.Excellence.

NowNow..Tom Peters/0819.11Tom Peters/0819.11

EXCELLENCE is EXCELLENCE is notnot an "aspiration.”an "aspiration.”

EXCELLENCE EXCELLENCE isis … … THE NEXT FIVE THE NEXT FIVE

MINUTES.MINUTES.

EXCELLENCE is not an "aspiration." EXCELLENCE is not an "aspiration." EXCELLENCE is … THE NEXT FIVE MINUTES.EXCELLENCE is … THE NEXT FIVE MINUTES.

EXCELLENCE is your next conversation.EXCELLENCE is your next conversation.Or not.Or not.EXCELLENCE is your next meeting.EXCELLENCE is your next meeting.Or not.Or not.EXCELLENCE is shutting up and listening—really listening.EXCELLENCE is shutting up and listening—really listening.Or not.Or not.EXCELLENCE is your next customer contact.EXCELLENCE is your next customer contact.Or not.Or not.EXCELLENCE is saying “Thank you” for something “small.”EXCELLENCE is saying “Thank you” for something “small.”Or not.Or not.EXCELLENCE is the next time you shoulder responsibility and apologize.EXCELLENCE is the next time you shoulder responsibility and apologize.Or not.Or not.EXCELLENCE is waaay over-reacting to a screw-up.EXCELLENCE is waaay over-reacting to a screw-up.Or not.Or not.EXCELLENCE is the flowers you brought to work today.EXCELLENCE is the flowers you brought to work today.Or not.Or not.EXCELLENCE is lending a hand to an “outsider” who’s fallen behind EXCELLENCE is lending a hand to an “outsider” who’s fallen behind schedule.schedule.Or not.Or not.EXCELLENCE is bothering to learn the way folks in finance [or IS or HR] EXCELLENCE is bothering to learn the way folks in finance [or IS or HR] think.think.Or not.Or not.EXCELLENCE is waaay “over”-preparing for a 3-minute presentation.EXCELLENCE is waaay “over”-preparing for a 3-minute presentation.Or not.Or not.EXCELLENCE is turning “insignificant” tasks into models of … EXCELLENCE. EXCELLENCE is turning “insignificant” tasks into models of … EXCELLENCE. Or not.Or not.

EXCELLENCEXCELLENCEE is … is … THE THE NEXTNEXT FIVE FIVE MINUTESMINUTES..

Or not.Or not.

““Mr. Watson, how Mr. Watson, how long does it take to long does it take to

achieve excellence?” achieve excellence?”

““One One minute. …”minute. …”

““One minute. You One minute. You make up your mind make up your mind to never again do to never again do something that is something that is

not excellent.”not excellent.”

7/8 Steps to Sustaining Success7/8 Steps to Sustaining Success

You take care of the You take care of the PEOPLEPEOPLE. . The people take care of the The people take care of the SERVICESERVICE. . The service takes care of the The service takes care of the CUSTOMERCUSTOMER..The customer takes care of the The customer takes care of the PROFITPROFIT. . The profit takes care of the The profit takes care of the RE-INVESTMENTRE-INVESTMENT..The re-investment takes care of the The re-investment takes care of the RE-INVENTIONRE-INVENTION. . The re-invention takes care of the The re-invention takes care of the FUTUREFUTURE..

(And at every step the only measure is (And at every step the only measure is EXCELLENCEEXCELLENCE.).)

7 Steps to Sustaining Success: And it starts with …7 Steps to Sustaining Success: And it starts with …

YouYou take take care of the care of the people. people.

Leader Job #1 …Leader Job #1 …

Paint Paint Portraits of Portraits of

ExcellenceExcellence!!

The The EXCELLENCE 25:EXCELLENCE 25: Master the Basics! Master the Basics!

1. 1. Read. Read. 2.2. Write. Write. 3.3. Talk. Talk. 4. 4. LISTEN. LISTEN. 5.5. Appreciate. Appreciate. 6. 6. Kind.Kind. 7. 7. Walk.Walk. 8. 8. Work.Work. 9. 9. EXECUTE.EXECUTE.10.10. EXECUTE EXECUTE11.11. Relentless. Relentless.12. 12. Enthuse.Enthuse. 13. 13. WOW!WOW! 14. 14. PEOPLE. PEOPLE. 15. 15. Frontline.Frontline. 16. 16. ACT.ACT.17. 17. Anger.Anger. 18. 18. Band.Band. 19.19. Apologize. Apologize. 20.20. Weird-out. Weird-out. 21 21 Why?Why? 22. 22. Network I.Network I. 23. 23. Network II.Network II. 24. 24. Wired.Wired. 25. 25. EXCELLENCE.EXCELLENCE.

TheThe EXCELLENCE 25: EXCELLENCE 25: Master the Basics!Master the Basics!

1. 1. Read.Read. (Outstudy ‘em. Read wide. Read deep.) (Outstudy ‘em. Read wide. Read deep.)2. 2. Write.Write. (Clear. Concise. Compelling. Powerful.) (Clear. Concise. Compelling. Powerful.)3.3. Talk. Talk. (Presentation MASTERY. Study. Practice-practice-practice. (Presentation MASTERY. Study. Practice-practice-practice. Storytelling, mastery of.)Storytelling, mastery of.)4.4. LISTEN. LISTEN. (Study. Practice-practice-practice. Understand enormous- (Study. Practice-practice-practice. Understand enormous- MATCHLESS power thereof.)MATCHLESS power thereof.)5.5. Appreciate. Appreciate. (Engaged. Compassionate. Appreciative always. “Thank (Engaged. Compassionate. Appreciative always. “Thank

you”you” rules.)rules.)6.6. Kind.Kind. (Pays off big-time. K =R =P/Kindness = Repeat business = (Pays off big-time. K =R =P/Kindness = Repeat business =

Profit.)Profit.)7.7. Walk. Walk. (MBWA/Managing By Wandering Around. “In touch” as fetish. (MBWA/Managing By Wandering Around. “In touch” as fetish. Practice.)Practice.)8. 8. Work.Work. (Work harder than the next person.) (Work harder than the next person.)9.9. EXECUTE. EXECUTE. (SWEAT THE DETAILS WITH MANIACAL PASSION. ) (SWEAT THE DETAILS WITH MANIACAL PASSION. )10.10. EXECUTE. EXECUTE. (SWEAT THE DETAILS WITH MANIACAL PASSION. ) (SWEAT THE DETAILS WITH MANIACAL PASSION. )11.11. Relentless. Relentless. (Keep on keepin’ on. “Know when to fold ‘em”: No! (Keep on keepin’ on. “Know when to fold ‘em”: No! Master of “Plan B.”)Master of “Plan B.”)12.12. Enthuse. Enthuse. (Enthusiasm begets Enthusiasm. Enthusiasm moves (Enthusiasm begets Enthusiasm. Enthusiasm moves mountains.)mountains.)13. 13. WOW!WOW! (Knock-your-socks-off standard for positively everything.) (Knock-your-socks-off standard for positively everything.)

TheThe EXCELLENCE 25: EXCELLENCE 25: Master the Basics.Master the Basics.

14.14. PEOPLE. PEOPLE. (People 1 (People 1stst. People 2. People 2ndnd. People 3. People 3rdrd … Great-engaged … Great-engaged people>>Great strategy. Best bosses = Best people developers. Yourpeople>>Great strategy. Best bosses = Best people developers. Your people are your #1 customers.)people are your #1 customers.)15. 15. Frontline.Frontline. (First-line supervisors, quality of, determine just about (First-line supervisors, quality of, determine just about

everything.)everything.)16. 16. ACT.ACT. (Most tries wins! READY. FIRE! AIM. “Blame no one. Expect (Most tries wins! READY. FIRE! AIM. “Blame no one. Expect

nothing. Do something.” “You miss 100% of the shots you never nothing. Do something.” “You miss 100% of the shots you never take.”)take.”)

17. 17. Anger.Anger. (Impatience. Constantly question the status quo.) (Impatience. Constantly question the status quo.)18. 18. Band.Band. (Small, passionate, relentless bands of people change the (Small, passionate, relentless bands of people change the

world!)world!)19. 19. Apologize.Apologize. (“I’m sorry,” enormous power thereof.) (“I’m sorry,” enormous power thereof.)20.20. Weird-out. Weird-out. (Multiple, unusual sources of information and feedback.) (Multiple, unusual sources of information and feedback.)21 21 Why?Why? (Curiosity power! Always/repeatedly ask and ask and ask: (Curiosity power! Always/repeatedly ask and ask and ask:

“Why?”)“Why?”)22.22. Network I. Network I. (Work like a demon on wider-deeper relationships. Think (Work like a demon on wider-deeper relationships. Think R.O.I.R./Return On Investment in Relationships. NEVER WASTE AR.O.I.R./Return On Investment in Relationships. NEVER WASTE A LUNCH.)LUNCH.)23. 23. Network II.Network II. (“Suck down” for success. “Real work” happens 2-3 levels (“Suck down” for success. “Real work” happens 2-3 levels

“down”—master the “working underbelly” of your own/customer/etc. “down”—master the “working underbelly” of your own/customer/etc. organizations.)organizations.)

24. 24. Wired.Wired. (Use every trick in the Internet/Co-create/Social Media book.) (Use every trick in the Internet/Co-create/Social Media book.)25. 25. EXCELLENCE.EXCELLENCE. (The only standard. Always capitalize all letters.) (The only standard. Always capitalize all letters.)

EX10/Entrepreneurial eXcellence TENEX10/Entrepreneurial eXcellence TEN

1. “Insane” 1. “Insane” PASSIONPASSION for and commitment to for and commitment to the idea. (Ray Kroc: “You must be able to see the idea. (Ray Kroc: “You must be able to see the beauty in a hamburger bun.”) the beauty in a hamburger bun.”)2. Can explain the idea in Simple English and 2. Can explain the idea in Simple English and Excite others about its Uniqueness in Excite others about its Uniqueness in ONEONE MINUTE MINUTE (or less). (or less).3. Good 3. Good ACCOUNTANT ACCOUNTANT (Loves the #s)/“Wise-man(Loves the #s)/“Wise-man [-woman]”/ [-woman]”/5050--5050 Partner. Partner.4. Devotee of the Experimental Method (“Try4. Devotee of the Experimental Method (“Try it. it. NOWNOW.” Fail. Forward. .” Fail. Forward. FASTFAST.)/Master of.)/Master of “Plan B”/ “Plan B”/RELENTLESSRELENTLESS//RESILIENTRESILIENT..5. Patience in 5. Patience in HIRINGHIRING/“/“Great place to workGreat place to work”” from the get-go. from the get-go.6. 6. “d”“d”iversity (Any-all dimensions)/iversity (Any-all dimensions)/M-FM-F balance. balance.7. Exude 7. Exude DecencyDecency--CharacterCharacter--IntegrityIntegrity..8. 8. PlayfulnessPlayfulness/Fun./Fun.9. Sweat the details (9. Sweat the details (EXECUTIONEXECUTION = Strategy). = Strategy).

10. 10. EXCELLENCEEXCELLENCE. Period.. Period.

The “19 Es” of EXCELLENCEThe “19 Es” of EXCELLENCE

EnthusiasmEnthusiasm!! (Be an irresistible force of nature! (Be an irresistible force of nature! Be fire! Light fires!)Be fire! Light fires!)ExuberanceExuberance!! ( (Vibrate—cause earthquakes!)Vibrate—cause earthquakes!)ExecutionExecution!! (Do it! Now! Get it done! Barriers are baloney! Excuses are (Do it! Now! Get it done! Barriers are baloney! Excuses are for wimps! Accountability is gospel! Adhere to coach Bill Parcells’for wimps! Accountability is gospel! Adhere to coach Bill Parcells’ doctrine: doctrine: “Blame nobody!! Expect nothing!! Do something!!”“Blame nobody!! Expect nothing!! Do something!!”))EmEmppowermentowerment!! (Respect! Appreciation! Ask until you’re blue in the face, (Respect! Appreciation! Ask until you’re blue in the face, ““What do you think?”What do you think?” Then: Listen! Liberate! 100.00% innovators!)Then: Listen! Liberate! 100.00% innovators!)EdEdgginessiness!! (Perpetually dance at the frontier and a little, or a lot, beyond.) (Perpetually dance at the frontier and a little, or a lot, beyond.)EnraEnraggeded!! (Maintain a permanent state of mortal combat with the (Maintain a permanent state of mortal combat with the status-quo!)status-quo!)EnEnggaaggeded!! (Addicted to (Addicted to MBWAMBWA/Managing By Wandering Around. /Managing By Wandering Around. In touch.In touch. Always.Always.) ) ElectronicElectronic!! (Partner with the whole wide world 60/60/24/7 via all manner of (Partner with the whole wide world 60/60/24/7 via all manner of electronic community building and entanglement. electronic community building and entanglement. Crowdsourcing Crowdsourcing wins!)wins!)EncomEncomppassingassing!! (Relentlessly pursue diversity of every flavor! Diversity (Relentlessly pursue diversity of every flavor! Diversity per se generates big returns!) (Seeking superb leaders: per se generates big returns!) (Seeking superb leaders: Women rule!Women rule!))EmotionEmotion!! (The alpha! The omega! The essence of (The alpha! The omega! The essence of leadershipleadership! The! The essence of essence of salessales! The essence of ! The essence of designdesign! The essence of life itself! ! The essence of life itself! Acknowledge it! Use it!)Acknowledge it! Use it!)

The “19 Es” of EXCELLENCEThe “19 Es” of EXCELLENCE

EmEmppathathy!y! ( (Connect! Connect! Connect!Connect! Connect! Click with others’ reality and Connect! Click with others’ reality and aspirations!aspirations! “Walk in the other person’s shoes”—until the soles “Walk in the other person’s shoes”—until the soles have holes!)have holes!)EarsEars!! (Effective listening in every encounter: (Effective listening in every encounter: Strategic Advantage No. 1! Strategic Advantage No. 1! Believe it!)Believe it!)ExExpperienceerience!! (Life is theater! (Life is theater! It’s always showtime! It’s always showtime! Make every contact Make every contact a a “Wow”“Wow” ! Standard: “Insanely Great”/Steve Jobs; “Radically ! Standard: “Insanely Great”/Steve Jobs; “Radically Thrilling”/BMW.)Thrilling”/BMW.)EliminateEliminate!! (Keep it simple!! Furiously battle hyper-complexity and (Keep it simple!! Furiously battle hyper-complexity and gobbledygook!!)gobbledygook!!)ErrorErrorppronerone!! (Ready! Fire! Aim! Try a lot of stuff, make a lot of booboos. (Ready! Fire! Aim! Try a lot of stuff, make a lot of booboos. CELEBRATE the booboos! Try more stuff, make more booboos! HeCELEBRATE the booboos! Try more stuff, make more booboos! He who makes the most mistakes wins! who makes the most mistakes wins! Fail! Forward! Fast!)Fail! Forward! Fast!)EvenhandedEvenhanded!! (Straight as an arrow! (Straight as an arrow! Fair to a fault! Fair to a fault! Honest as Abe!)Honest as Abe!)ExExppectationsectations!! (Michelangelo: “ (Michelangelo: “The greatest danger for most of us is notThe greatest danger for most of us is not that our aim is too high and we miss it, but that it is too low and wethat our aim is too high and we miss it, but that it is too low and we hit it.”)hit it.”)EudaimoniaEudaimonia!! (The essence of Aristotelian philosophy: True happiness is (The essence of Aristotelian philosophy: True happiness is pursuit of the highest of human moral purpose. pursuit of the highest of human moral purpose. Be of service! Always!)Be of service! Always!)EXCELLENCEEXCELLENCE!! (The only standard! Never an exception! (The only standard! Never an exception! Start NOW! Start NOW! No excuses!)No excuses!)

Excellence1982: The Bedrock “EiExcellence1982: The Bedrock “Eigght Basics”ht Basics”

1. A Bias for 1. A Bias for ActionAction2. Close to the 2. Close to the CustomerCustomer3. 3. AutonomAutonomyy and and EntreEntreppreneurshireneurshipp4. Productivity Through 4. Productivity Through PeoPeopplele5. 5. Hands OnHands On, , Value-DrivenValue-Driven6. 6. Stick toStick to the Knitting the Knitting7. 7. SimSimpplele Form, Form, LeanLean Staff Staff8. Simultaneous 8. Simultaneous Loose-TightLoose-Tight Properties” Properties”

““Breakthrough” 82*Breakthrough” 82*

People! People! CustomersCustomers

! ! Action! Action! Values! Values!

**In Search of ExcellenceIn Search of Excellence

In Search of Excellence “twitter-In Search of Excellence “twitter-

ized”/ized”/ <140 Characters: <140 Characters: Cherish Cherish your people, cuddle your people, cuddle

your customers, wander your customers, wander around, “try it” beatsaround, “try it” beats

“ “talk about it,” pursue talk about it,” pursue Excellence, tellExcellence, tell

the truth.the truth.127/Q.E.D.127/Q.E.D.

““[This year’s] graduates are told [by [This year’s] graduates are told [by commencement speakers] to pursue commencement speakers] to pursue

happiness and joy. But, of course, when you happiness and joy. But, of course, when you read a biography of someone you admire, it’s read a biography of someone you admire, it’s rarely the things that made them happy that rarely the things that made them happy that compel our admiration. It’s the things they compel our admiration. It’s the things they

did to court unhappiness—the things they did did to court unhappiness—the things they did that were arduous and miserable, which that were arduous and miserable, which

sometimes cost them friends and aroused sometimes cost them friends and aroused

hatredhatred. . It’s excellence, not It’s excellence, not hahappppiness, that we admire iness, that we admire mostmost.”.” —David Brooks, “It’s Not About You,” oped,—David Brooks, “It’s Not About You,” oped,

New York TimesNew York Times, 30 May 2011, 30 May 2011

““[This year’s] graduates are told [by commencement [This year’s] graduates are told [by commencement speakers] to pursue happiness and joy. But, of course, speakers] to pursue happiness and joy. But, of course,

when you read a biography of someone you admire, when you read a biography of someone you admire, it’s rarely the things that made them happy that it’s rarely the things that made them happy that compel our admiration. It’s the things they did to compel our admiration. It’s the things they did to court unhappiness—the things they did that were court unhappiness—the things they did that were

arduous and miserable, which sometimes cost them arduous and miserable, which sometimes cost them

friends and aroused hatredfriends and aroused hatred.. It’s It’s excellence, not excellence, not

hahappppiness, that we iness, that we admire mostadmire most.”.” —David Brooks,—David Brooks,

“ “It’s Not About You,” Oped,It’s Not About You,” Oped, New York Times New York Times, 30 May 2011, 30 May 2011

““Excellence …Excellence … can be obtained if you:can be obtained if you:

... ... carecare more than others think more than others think is wise;is wise; ... ... riskrisk more than others think more than others think is safe;is safe; ... ... dreamdream more than others think more than others think is practical;is practical; ... ... exexppectect more than others think more than others think is possible.”is possible.”

Source: Anon.Source: Anon. (Posted @ tompeters.com by K.Sriram, November 27, 2006 1:17 AM) (Posted @ tompeters.com by K.Sriram, November 27, 2006 1:17 AM)

Excellence.Excellence. Always. Always.

If notIf not Excellence,Excellence, what?what?

If notIf not ExcellenceExcellence now, when?now, when?