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The Heart of Business Strategy: 48 Things That Matter
"Thank you." Minimum several times a day. Measure it.
"Thank you" to everyone even peripherally involved in some activityespecially those "deep in the hierarchy."
Smile. Work on it.
Apologize. Even if "they" are "mostly" to blame.
Jump all over those who play the "blame game."
Low enthusiasm. No hire. Any job.
Hire optimists. Everywhere. ("Positive outlook on life," not mindless optimism.)
Hiring: Would you like to go to lunch with him-her. 100% of jobs.
Hire for good manners.
Do not reject "trouble makers"that is those who are uncomfortable with the status quo.
Expose all would-be hires to something unexpected-weird. Observe their reaction.
Overwhelm response to even the smallest screw-ups.
Become a student of all you will meet with. Big time.
Hang out with interesting new people. Measure it.
Lunch with folks in other functions. Measure it.
Listen. Hear. Become a serious student of listening-hearing.
Work on everyone's listening skills. Practice.
Become a student of information extraction-interviewing.
Become a student of presentation giving. Formal. Short and spontaneous.
Incredible care in 1st line supervisor selection.
World's best training for 1st line supervisors.
Construct small leadership opportunities for junior people within days of starting on the job.
Insane care in all promotion decisions.
Promote "people people" for all managerial jobs. Finance-logistics-R&D as much as, say, sales.
Hire-promote for demonstrated curiosity. Check their past commitment to continuous learning.
Small "d" diversity. Rich mixes for any and all teams.
Hire women. Roughly 50% women on exec team.
Exec team "looks like" customer population, actual and desired.
Focus on creating products for and selling to women.
Focus on creating products for and selling to boomers-geezers.
Work on first and last impressions.
Walls display tomorrow's aspirations, not yesterday's accomplishments.
Simplify systems. Constantly.
Insist that almost all material be covered by a 1-page summary. Absolutely no longer.
Add "We are thoughtful in all we do" to corporate values list. Number 1 force for customer loyalty, employee satisfaction.
Make some form of employee growth (for all) a formal part of values set. Above customer satisfaction. Steal from RE/MAX: "We are a life success company."
Celebrate "small wins." Often. Perhaps a "small win of the day."
Manage your calendar religiously: Does it accurately reflect your espoused priorities?
Use a "calendar friend" who's not very friendly to help you with this.
Review your calendar: Work assiduously on your "To don'ts"stuff that distracts.
Bosses, especially near the top: Formally cultivate one advisor whose role is to tell you the truth. Regularly!
Commit to Excellence.
Talk up Excellence.
Put "Excellence in all we do" in the values set.
Measure everyone on demonstrated commitment to Excellence.
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By Tom Peters
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Tom & Bob Waterman coauthored In Search of Excellence in 1982; the book was named by NPR (in 1999) as one of the "Top Three Business Books of the Century," and ranked as the "greatest business book of all time" in a poll by Britain's Bloomsbury Publishing (2002). Tom followed Search with a string of international bestsellers: A Passion for Excellence (1985, with Nancy Austin), Thriving on Chaos (1987), Liberation Management (1992: acclaimed as the "Management Book of the Decade" for the '90s), The Tom Peters Seminar: Crazy Times Call for Crazy Organizations (1993), The Pursuit of WOW! (1994); The Circle of Innovation: You Can't Shrink Your Way to Greatness (1997); and in 1999 a series of books on Reinventing Work: The Brand You50, The Project50 and The Professional Service Firm50. In 2003 Tom and publisher Dorling Kindersley released Re-imagine! Business Excellence in a Disruptive Age; the revolutionary book, an immediate No.1 international best seller, aims to do no less than reinvent the business book through vibrant, energetic presentation of critical ideas.
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