Tom Peters

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Tom Peters X25 Toward Health(care)
Excellence!Inova Leadership Institute/13
March 2007In Search of Excellence 1982-2007
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Part 1
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EXCELLENCE. ALWAYS.
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EXCELLENCE. THE MANDATE.
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It is not the strongest of the species that
survives, nor the most intelligent, but the one
most responsive to change. Charles Darwin
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EXCELLENCE. ALWAYS.EVERYWHERE.
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Why in the world did you go to Siberia?
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The Peters Principles Enthusiasm. Emotion.
Excellence. Energy. Excitement. Service. Growth.
Creativity. Imagination. Vitality. Joy.
Surprise. Independence. Spirit. Community.
Limitless human potential. Diversity. Profit.
Innovation. Design. Quality. Entrepreneurialism.
Wow.
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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
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Part 2
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Whats Really Propping Up the Economy
Healthcare has added 1.7 million jobs since 2001.
The rest of the private sector? None.Source
Title, cover story, BusinessWeek, 0925.2006
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EXCELLENCE. HEALTH(CARE).
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When I climb Mount Rainier I face less risk of
death than Ill face on the operating table.
Don Berwick, Six Keys to Safer Hospitals A
Set of Simple Precautions Could Prevent 100,000
Needless Deaths Every Year, Newsweek (1212.2005)
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March-June 2006 Sample ofHealthcare PR
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Doctors/Hospitals53 autopsy studies 24
misdiagnosis rate (The Independent,
06.27)Medical Guesswork From heart surgery to
prostate care, the health industry knows little
about which common treatments really work
(Cover, BusinessWeek, 0529) Dr David Eddy/Kaiser
Permanente Care Management Institute The
problem is we do not know what we are doing.
Eddy 15 of what doctors do is backed by hard
evidence (BW) in general, 20 to 25.What
Doctors Hate About Hospitals (Cover, Time,
05.01) It remains almost a stroke of luck to
enter a U.S. hospital and receive precisely the
right treatment. (Time) No day passednot
onewithout a medication error. The errors were
not rare they were the norm (Don Berwick, on
his wifes treatment) One medication was
discontinued by a physicians order on the first
day of admission Berwicks wife and yet was
brought by a nurse every single evening fo 14
days straight. (Time) Harvard Public Health,
2002 study More than 1 in 3 doctors reported
errors in their own or a family members medical
care. (Time)
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Big PharmaPushing Pills How Big Pharma Got
Addicted To Marketing (Cover, Forbes, 05.08)
Novartis 4 best seller, Lamisil, toe fungus,
850 for 3-month treatment, Digger
Dermatopphyte (Forbes) 42 billion on RD, 46
billion on marketing and admin. Salespeople up
100,000 in last 10 years, 1 per 9 docs vs 1 per
18 docs. (Forbes) Clinical trials favor sponsors
drug 90 of the time. The comparative studies
are a joke. Dr Jack Rosenblatt
(Forbes)Psychiatric Drugs Fare Favorably When
Companies Pay for Studies (headline, USA Today.
05.25) 57 of studies paid by drug companies, up
from 25 in 1992. Favorable outcome for sponsor
78. Sponsored by neutral 48. Sponsored by
competitor 28. USA Today /American Psychiatric
Association) Hey, You Dont Look So Good As
diagnoses ofr once-rare illnesses soar, doctors
say drugmakers are disease-mongering to boost
sales (feature, BusinessWeek, 05.08)
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OtherHazardous To Your Health (New York Times
Op-ed on High Fructose Corn Syrup, 04.11)
112,000 deaths/year, 75 billion/per year
associated with too much fat 2/3rd of Americans
over-weight, 1/3rd childrenCall for Switch to
Preventive Measures as 29 billion pound Cost
of Heart Disease is Revealed (headline, The
Independent, 05.15)The Fat Police Obesity
Tests Every four-year-old in the country to be
officially screened (headline, The Independent,
05.21)The Politics of Fat (headline, Time,
03.27) childhood obesity up 3X in 25 years
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TPs Health(care) Rants Passions
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Quality!Prevention!Wellness! Chronic
care!Childhood obesity!H5N1!
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Quality COULD IT TRULY BE THIS AWFUL?
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2m38s
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CDC 1998 90,000 killed and 2,000,000 injured
from hospital-caused drug errors infections
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HealthGrades/Denver 195,000 hospital deaths per
year in the U.S., 2000-2002 390 full
jumbos/747s in the drink per year.Comments
This should give you pause when you go to the
hospital. Dr. Kenneth Kizer, National Quality
Forum. There is little evidence that patient
safety has improved in the last five years. Dr.
Samantha CollierSource Boston Globe/07.27.04
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1,000,000 serious medication errors per year
illegible handwriting, misplaced decimal points,
and missed drug interactions and
allergies.Source Wall Street Journal
/Institute of Medicine
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YE GADS! New England Journal of Medicine/
Harvard Medical Practice Study 4 error rate (1
of 4 negligence). Subsequent investigations
around the country have confirmed the ubiquity of
error. In one small study of how clinicians
perform when patients have a sudden cardiac
arrest, 27 of 30 clinicians made an error in
using the defibrillator. Mistakes in
administering drugs (1995 study) average once
every hospital admission. Lucian Leape,
medicines leading expert on error, points out
that many other industrieswhether the task is
manufacturing semiconductors or serving customers
at the Ritz Carltonsimply wouldnt countenance
error rates like those in hospitals.
Complications, Atul Gawande
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In health care, geography is destiny.Source
Dartmouth Medical School 1996 report
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Without being disrespectful, I consider the U.S.
healthcare delivery system the largest cottage
industry in the world. There are virtually no
performance measurements and no standards. Trying
to measure performance is the next revolution
in healthcare.Richard Huber, former CEO, Aetna
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As unsettling as the prevalence of inappropriate
care is the enormous amount of what can only be
called ignorant care. A surprising 85 of
everyday medical treatments have never been
scientifically validated. For instance, when
family practitioners in Washington State were
queried about treating a simple urinary tract
infection, 82 physicians came up with an
extraordinary 137 strategies.Demanding Medical
Excellence Doctors and Accountability in the
Information Age, Michael Millenson
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A healthcare delivery system characterized by
idiosyncratic and often ill-informed judgments
must be restructured according to evidence-based
medical practice.Demanding Medical Excellence
Doctors and Accountability in the Information
Age, Michael Millenson
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Most physicians believe that diagnosis cant be
reduced to a set of generalizationsto a
cookbook. How often does my intuition lead me
astray? The radical implication of the Swedish
study is that the individualized, intuitive
approach that lies at the center of modern
medicine is flawedit causes more mistakes than
it prevents. Atul Gawande, Complications
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Dr Larry Weed/POMR (problem-oriented medical
record)/Etc Its impossible to keep up with
the avalanche of knowledge. Therefore its
essential to use a valid diagnostic-decision aid
like Larrys Neil de Crescenzo, VP Global
Healthcare/IBM Consulting There is no other
profession that tries to operate in the fashion
we do. We go on hallucinating about what we can
do. Dr Charles Burger (using Weeds software
for 20 years)
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The Necessary IS/Web REVOLUTION
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Some grocery stores have better technology than
our hospitals and clinics. Tommy Thompson,
former HHS SecretarySource Special Report on
technology in healthcare, U.S. News World Report
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Our entire facility is digital. No paper, no
film, no medical records. Nothing. And its all
integratedfrom the lab to X-ray to records to
physician order entry. Patients dont have to
wait for anything. The information from the
physicians office is in registration and vice
versa. The referring physician is immediately
sent an email telling him his patient has shown
up. Its wireless in-house. We have 800
notebook computers that are wireless. Physicians
can walk around with a computer thats
pre-programmed. If the physician wants, well go
out and wire their house so they can sit on the
couch and connect to the network. They can review
a chart from 100 miles away. David Veillette,
CEO, Indiana Heart Hospital
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Health
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TP Reccomendation 1Dubai Healthcare City
to Dubai Health CityPresentation at First
Middle Eastern Healthcare Summit/01.2006Clevela
nd Clinic and Canyon Ranch Partnership
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Childhood Obesity gt Terrorism
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Sanitary revolution mortality in major cities
down 55 between 1850 and 1915Source Tom
Farley Deborah Cohen, Prescription for a
Healthy Nation
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Wellness
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Aging reversal!!!!Why wasnt I informed
until age 59?
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Report Card.
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Re-imagine Healthcare
Reportcard2006Evidence-based/Outcomes-based
....... DPay-for-performance
. DIS/IT (general)
..... C-Use of information
(for decisionmaking-measurement) . C-EMR
(Electronic Medical Records) ......
C-/DCPOE (Computerized Physician Order Entry)
.. C-/DQuality/100K unnecessary deaths
.. D-(kind)Acute care to chronic
care-home care shift ..... D/D-Acute-care
to Prevention/Wellness Obsession..
D/D-Patient-centric/Client-centric..
DDocs acceptance of evidence-based
............ D/D-Revolutionary-intensity
Incentives re evidence ... D- Childhood
obesity epidemic .. D- H5N1
preparedness ... DCorporate
focus on Prevention/Wellness.........
C-/DIndividual focus on Prevention/Wellness
.. DIndividuals health education/self-manageme
nt ..... C-Workforce acceptance of
self-responsibility ....... C-Workforce
transition to Brand You attitude......
C-/D 3 March 2006/Tom Peters
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Part 2A
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Planetree A Radical Model for New
Healthcare/Healing/Wellness ExcellenceTom
Peters/17 September 2006
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It was the goal of the Planetree Unit to help
patients not only get well faster but also to
stay well longer. Putting Patients First,
Susan Frampton, Laura Gilpin, Patrick Charmel
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Much of our current healthcare is about curing .
Curing is good. But healing is spiritual, and
healing is better, because we can heal many
people we cannot cure. Leland Kaiser,
Holistic Hospitals
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The 9 Planetree
Practices1. The Importance of Human
Interaction2. Informing and Empowering Diverse
Populations Consumer Health Libraries and
Patient Information3. Healing Partnerships The
importance of Including Friends and Family4.
Nutrition The Nurturing Aspect of Food5.
Spirituality Inner Resources for Healing6.
Human Touch The Essentials of Communicating
Caring Through Massage7. Healing Arts Nutrition
for the Soul8. Integrating Complementary and
Alternative Practices into Conventional
Care9. Healing Environments Architecture and
Design Conducive to HealthSource Putting
Patients First, Susan Frampton, Laura Gilpin,
Patrick Charmel
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1. The Importance of Human Interaction
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There is a misconception that supportive
interactions require more staff or more time and
are therefore more costly. Although labor costs
are a substantial part of any hospital budget,
the interactions themselves add nothing to the
budget. Kindness is free. Listening to patients
or answering their questions costs nothing. It
can be argued that negative interactionsalienatin
g patients, being non-responsive to their needs
or limiting their sense of controlcan be very
costly. Angry, frustrated or frightened
patients may be combative, withdrawn and less
cooperativerequiring far more time than it
would have taken to interact with them initially
in a positive way. Putting Patients First,
Susan Frampton, Laura Gilpin, Patrick Charmel
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Press Ganey Assoc 139,380 former patients from
225 hospitalsnone of THE top 15 factors
determining Patient Satisfaction referred to
patients health outcomePS directly related to
Staff InteractionPS directly correlated with
Employee Satisfaction Source Putting Patients
First, Susan Frampton, Laura Gilpin, Patrick
Charmel
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Perhaps the simplest and most profound of all
human interactions is KINDNESS. But if it is so
simple, it is surprising how frequently it is
absent from our healthcare environments. Many
staff members report verbal abuse by
physicians, managers and coworkers. Putting
Patients First, Susan Frampton, Laura Gilpin,
Patrick Charmel
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Planetree is about human beings caring for other
human beings. Putting Patients First, Susan
Frampton, Laura Gilpin, Patrick Charmel (Ladies
and gentlemen serving ladies and gentlemen4S
credo)
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2. Informing and Empowering Diverse Populations
Consumer Health Libraries and Patient
Information
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Planetree Health Resources Center/1981Planetree
Classification SystemConsumer Health
LibrariansVolunteersClasses, lecturesHealth
FairsGriffins Mobile Health Resource
CenterOpen Chart PolicyPatient Progress
NotesCare Coordination Conferences (Est goals,
timetable, etc.)Source Putting Patients First,
Susan Frampton, Laura Gilpin, Patrick Charmel
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3. Healing Partnerships The Importance of
Including Friends and Family
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When hospital staff members are asked to list
the attributes of the perfect patient and
family, their response is usually a passive
patient with no family. Putting Patients First,
Susan Frampton, Laura Gilpin, Patrick Charmel
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The Patient-Family ExperiencePatients are
stripped of control, their clothes are taken
away, they have little say over their schedule,
and they are deliberately separated from their
family and friends. Healthcare professionals
control all of the information about their
patients bodies and access to the people who can
answer questions and connect them with helpful
resources. Families are treated more as intruders
than loved ones. Putting Patients First, Susan
Frampton, Laura Gilpin, Patrick Charmel
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Family members, close friends and significant
others can have a far greater impact on
patients experience of illness, and on their
long-term health and happiness, than any
healthcare professional. Through the
Patients Eyes
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Institute of Medicine/ Crossing the Quality
ChasmRespect for preferencesInvolvement in
Decision MakingAccess to careCoordination of
careInformation and educationPhysical
comfortEmotional supportInvolvement of Friends
and FamilyContinuity of careSource Putting
Patients First, Susan Frampton, Laura Gilpin,
Patrick Charmel
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Care Partner Programs (IDs, discount meals,
etc.)Unrestricted visits (Most Planetree
hospitals have eliminated visiting restrictions
altogether.) (ER at one hospital has a policy
of never separating the patient from the family,
and there is no limitation on how many family
members may be present.)Collaborative Care
ConferencesClinical Guidelines
DiscussionsFamily SpacesPet Visits (POP
Patients Own Pets)Source Putting Patients
First, Susan Frampton, Laura Gilpin, Patrick
Charmel
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4. Nutrition The Nurturing Aspect of Food
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Meals are central eventsvsThere, youre
fed. Irony Focus on nutrition has
reduced focus on food and serviceSource
Putting Patients First, Susan Frampton, Laura
Gilpin, Patrick Charmel
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KitchenBeautiful cutlery, plates, etcChef
reputation Source Putting Patients First,
Susan Frampton, Laura Gilpin, Patrick Charmel
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Aroma therapy (eg smell of baking
cookies)Source Putting Patients First,
Susan Frampton, Laura Gilpin, Patrick Charmel
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5. Spirituality Inner Resources for Healing
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Spirituality Meaning and Connectedness in
Life1. Connected to supportive and caring
group2. Sense of mastery and control3. Make
meaning out of disease/ find meaning in
sufferingSource Putting Patients First,
Susan Frampton, Laura Gilpin, Patrick Charmel
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Griffin redesign chapel (waterfall,
quiet music, open prayer book)Other music,
flowers, portable labyrinthSource
Putting Patients First, Susan Frampton, Laura
Gilpin, Patrick Charmel
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6. Human Touch The Essentials of Communicating
Caring Through Massage
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Massage is a powerful way to communicate
caring. Putting Patients First, Susan
Frampton, Laura Gilpin, Patrick Charmel
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Mid-Columbia Medical Center/Center for Mind and
BodyMassage for every patient scheduled for
ambulatory surgery (Go into surgery witha good
attitude) Infant massageStaff massage (caring
for the caregivers)Healing environments
chemo!Source Putting Patients First, Susan
Frampton, Laura Gilpin, Patrick Charmel
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7. Healing Arts Nutrition for the Soul
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Planetree Environment conducive to
healingColor!Light!Brilliance!Form!Art!Mu
sic!Source Putting Patients First, Susan
Frampton, Laura Gilpin, Patrick Charmel
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Florence Nightingale/Notes on Nursing/patients
need for beauty, windows, flowers People say
the effect is only on the mind. It is no such
thing. The effect is on the body, too.Source
Putting Patients First, Susan Frampton, Laura
Gilpin, Patrick Charmel
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Griffin Music in the parking lot professional
musicians in the lobby (7/week, 3-4hrs/day) 5
pianos volunteers (120-140 hrs arts
entertainment per month). Source Putting
Patients First, Susan Frampton, Laura Gilpin,
Patrick Charmel
75
8. Integrating Complementary and Alternative
Practices into Conventional Care
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CAM (Complementary Alternative Medicine) 83M
in US (42)CAM visits 243M, greater than to PCP
(Primary Care Physician) (With min insurance
coverage)W-Educated-Hi incDont tell PCP
(40)OTA lt30 procedures used in conventional
medicine have undergone RCTs (randomized clinical
trials) Source Putting Patients First, Susan
Frampton, Laura Gilpin, Patrick Charmel
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Griffin IMC/Integrative Medicine
CenterMassageAcupunctureMeditationChiropracti
cNutritional supplementsAroma therapySource
Putting Patients First, Susan Frampton, Laura
Gilpin, Patrick Charmel
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9. Healing Environments Architecture and Design
Conduciveto Health
79
Planetree LookWoods and natural
materialsIndirect lightingHomelike
settingsGoals Welcome patients, friends and
family Value humans over technology .. Enable
patients to participate in their care Provide
flexibility to personalize the care of each
patient Encourage caregivers to be responsive
to patients Foster a connection to nature and
beautySource Putting Patients First, Susan
Frampton, Laura Gilpin, Patrick Charmel
80
SoundTextureLightingColorSmellTasteSacred
spaceSource Putting Patients First, Susan
Frampton, Laura Gilpin, Patrick Charmel
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Access to nurses stationHappen
tovsHappen withSource Putting Patients
First, Susan Frampton, Laura Gilpin, Patrick
Charmel
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Conclusion Caring/Growth Experience
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Care!/Love!/Spirit!Self-Control!Connect!/learn
!/involve!/Engage!Understanding!/Growth!
De-stress!/heal! Whole patient family
friends! be well!/stay well!
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F.Y.I.
85
Griffin Hospital/Derby CT (Planetree Alliance
HQ) Results Financially successful.
Expanding programs-physically. Growing market
share. Only hospital in 100 Best Cos to Work
for7 consecutive years, currently 6.
Five-Star Hospitals, Joe Flower,
strategybusiness (42)
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Learn more about Planetree/ The Planetree
Alliance www.planetree.org
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Part 3
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Tom Peters X25EXCELLENCE.
ALWAYS.XAlways.Motivational Stuff.12 March
2007In Search of Excellence 1982-2007
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EXCELLENCE.MOTIVATIONAL STUFF.
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Little Stuff The True Basics
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The older I get the less boring the basics
become!
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Thank You!
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FLOWERPOWER
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Courtesies of a small and trivial character are
the ones which strike deepest in the grateful and
appreciating heart. Henry Clay
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Axiom 3,359 (1) Its always about
relationships. (2) Sweat the small stuffand the
big stuff will take care of itself.
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The Managers Book of Decencies How Small
gestures Build Great Companies. Steve Harrison,
Adecco Servant Leadership Robert
Greenleaf One The Art and Practice of Conscious
Leadership Lance Secretan, founder of Manpower,
Inc. (What would happen if we looked at a
customer and saw the face of God in them?)
97
The Managers Book of Decencies How Small
gestures Build Great Companies. Steve Harrison,
Adecco Servant Leadership Robert
Greenleaf One The Art and Practice of Conscious
Leadership Lance Secretan, founder of Manpower,
Inc. (What would happen if we looked at a
customer and saw the face of God in them?)
98
Leaders SERVE people. Period. Anon.
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Servant Leadership/Robert Greenleaf 1. Do
those served grow as persons? 2. Do they,
while being served, become healthier wiser,
freer, more autonomous, more likely themselves to
become servants?
100
The Managers Book of Decencies How Small
gestures Build Great Companies. Steve Harrison,
Adecco Servant Leadership Robert
Greenleaf One The Art and Practice of Conscious
Leadership Lance Secretan, founder of Manpower,
Inc. (What would happen if we looked at a
customer and saw the face of God in them?)
101
What would happen if we looked at a customer and
saw the face of God in them? To most people it
sounds like a lofty idea. But if you see the face
of God in a flower, why wouldnt you see it in
the face of a customer? If we treated customers
and honored the God within them if we loved them
we would not need a quality program. Lance
Secretan, founder of Manpower, Inc. and most
recently author of One The Art and Practice of
Conscious Leadership
102
THE PROBLEM IS RARELY THE PROBLEM.
103
THE PROBLEM IS RARELY/NEVER THE PROBLEM. THE
RESPONSE TO THE PROBLEM INVARIABLY ENDS UP BEING
THE REAL PROBLEM. Watergate, M Stewart, BR,
Scooter Libby And PERCEPTION IS ALL THERE
IS!

104
OFTEN AS NOT/MORE OFTEN THAN NOT THE UNDERLYING
PROBLEM IS NOT MUCH OF A PROBLEM.

105
PERCEPTION IS ALL THERE IS. PERIOD. From Whole
Foods to IBM to the corner deli

106
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.

107
WHY NOT JUST TELL THE TRUTH? Raymond Carver
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POWER WORDS!Im sorry.
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The Jim Jeffords oversight!
110
bedrock behaviors
111
Home RunBeing there! No more,
no lessA body can pretend to care, but they
cant pretend to be there. Texas Bix
Bender GEN Melvin Zais on COs and
inspectionsSilence is golden! Utter silence
is golden-er.
112
Period!Shake handsSmileEye contactThank
youFLOWERSOpen poseROIR
113
Be kind, for everyone you meet is fighting a
great battle. Philo of Alexandria
114
GrantRespect
115
The Union senior officers rode past the
Confederates smugly without any sign of
recognition except by one. When General Grant
reached the line of ragged, filthy, bloody,
despairing prisoners strung out on each side of
the bridge, he lifted his hat and held it over
his head until he passed the last man of that
living funeral cortege. He was the only officer
in that whole train who recognized us as being on
the face of the earth. quote within a quote
from diary of a Confederate soldier
116

• It was much later that I realized Dads secret.
  He gained respect by giving it. He talked and
  listened to the fourth-grade kids in Spring
  Valley who shined shoes the same way he talked
  and listened to a bishop or a college president.
  He was seriously interested in who you were and
  what you had to say.
• Sara Lawrence-Lightfoot, Respect

117
I wasnt bowled over by David Boies
intelligence. What impressed me was that when
he asked a question, he waited for an answer. He
not only listened, he made me feel like I was the
only person in the room. Lawyer Kevin _____,
on his first, inadvertent meeting with David
Boies, from Marshall Goldsmith, The One Skill
That Separates, Fast Company, 07.05
118
The deepest human need is the need to
beappreciated.William James
119
Dont belittle! OD Consultant
120
Ph.D. in leadership. Short course Make a short
list of all things done to you that you abhorred.
Dont do them to others. Ever. Make another list
of things done to you that you loved. Do them to
others. Always. Dee Hock
121
Marcus Buckingham The One Thing You Need to Know
122
No matter what the situation, the great
managers first response is always to think
about the individual concerned and how things can
be arranged to help that individual experience
success. Marcus Buckingham, The One Thing You
Need to Know
123
The key difference between checkers and chess
is that in checkers the pieces all move the same
way, whereas in chess all the pieces move
differently. Discover what is unique about each
person and capitalize on it. Marcus
Buckingham, The One Thing You Need to Know
124
The mediocre manager believes that most things
are learnable and therefore that the essence of
management is to identify ach persons weaker
areas and eradicate them. The great manager
believes the opposite. He believes that the most
influential qualities of a person are innate and
therefore that the essence of management is to
deploy these innate qualities as effectively as
possible and so drive performance. Marcus
Buckingham, The One Thing You Need to Know
125
Stop Doing It!
126
The one thing you need to know about sustained
individual success Discover what you dont like
doing and stop doing it. Marcus Buckingham,
The One Thing You Need to Know
127
Start Doing It!
128
A year from now you may wish You had
started today. Karen Lamb
129
SWEET SPOT THE DISCOMFORT ZONE.
130
Do one thing every day that scares you.
Eleanor Roosevelt
131
Every time we come to a comfort zone, we will
find a way out. No Cloning. Reinvent the
brand with each new show. A typical day at the
office for me begins by asking, What is
impossible that I am going to do today?
Daniel Lamarre, president, Cirque du Soleil
132
Im not comfortable unless Im
uncomfortable.Jay Chiat
133
If if feels painful and scarythats real
delegation Caspian Woods, small biz owner
134
EXCELLENCE. BEDROCK.LEADERSHIP.9Ps.
135
PURPOSE.PASSION.Potential.Presence.Personal.P
ERSISTENCE.PEOPLE. Potent.Positive.
136
PURPOSE.PASSION.Potential.Presence.Personal.P
ERSISTENCE.PEOPLE. Potent.Positive.
137
People want to be part of something larger than
themselves. They want to be part of something
theyre really proud of, that theyll fight for,
sacrifice for , trust. Howard Schultz,
Starbucks (IBD/09.05)
138
Management has a lot to do with answers.
Leadership is a function of questions. And the
first question for a leader always is Who do we
intend to be? Not What are we going to do? but
Who do we intend to be? Max De Pree,
Herman Miller
139
Ah, kids What is your vision for the future?
What have you accomplished since your first
book? Close your eyes and imagine me
immediately doing something about what youve
just said. What would it be? Do you feel you
have an obligation to Make the world a better
place?
140
PURPOSE.PASSION.Potential.Presence.Personal.P
ERSISTENCE.PEOPLE. Potent.Positive.
141
Nothing is so contagious as enthusiasm.
Samuel Taylor Coleridge
142
Whenever anything is being accomplished, I have
learned, it is being done by a monomaniac with a
mission. Peter Drucker
143
Great leaders move us. They ignite our passion
and inspire the best in us. When we try to
explain why they are so effective, we speak of
strategy, vision or powerful ideas. But the
reality is much more primal Great leadership
works through the emotions. Daniel Goleman,
The New Leaders
144
PURPOSE.PASSION.Potential.Presence.Personal.P
ERSISTENCE.PEOPLE. Potent.Positive.
145
In the end, management doesnt change culture.
Management invites the workforce itself to
change the culture. Lou Gerstner
146
The role of the Director is to create a space
where the actors and actresses can become more
than theyve ever been before, more than theyve
dreamed of being. Robert Altman, Oscar
acceptance speech
147
Organizing Genius / Warren Bennis and Patricia
Ward BiedermanGroups become great only when
everyone in them, leaders and members alike, is
free to do his or her absolute best.The best
thing a leader can do for a Great Group is to
allow its members to discover their greatness.
148
Leaderships Mt Everest/Mt Excellencefree to
do his or her absolute best allow its
members to discover their greatness.
149
PURPOSE.PASSION.Potential.Presence.Personal.P
ERSISTENCE.PEOPLE. Potent.Positive.
150
25
151
MBWA5,000 miles for a 5-minute face-to-face
meeting (courtesy super-agent Mark McCormick)
152
PURPOSE.PASSION.Potential.Presence.Personal.P
ERSISTENCE.PEOPLE. Potent.Positive.
153
The First step in a dramatic organizational
change program is obviousdramatic personal
change! RG
154
You must be the change you wish to see in the
world.Gandhi
155
Its always showtime. David DAlessandro,
Career Warfare
156
PURPOSE.PASSION.Potential.Presence.Personal.P
ERSISTENCE.PEOPLE. Potent.Positive.
157
Relentless One of my superstitions had always
been when I started to go anywhere or to do
anything, not to turn back , or stop, until the
thing intended was accomplished. Grant
158
This adolescent incident of getting from
point A to point B is notable not only because
it underlines Grants fearless horsemanship and
his determination, but also it is the first known
example of a very important peculiarity of his
character Grant had an extreme, almost phobic
dislike of turning back and retracing his steps.
If he set out for somewhere, he would get there
somehow, whatever the difficulties that lay in
his way. This idiosyncrasy would turn out to be
one the factors that made him such a formidable
general. Grant would always, always press
onturning back was not an option for him.
Michael Korda, Ulysses Grant
159
People want to be part of something larger than
themselves. They want to be part of something
theyre really proud of, that theyll fight for,
sacrifice for , trust. Howard Schultz,
Starbucks (IBD/09.05)
160
It is no use saying We are doing our best. You
have got to succeed in doing what is necessary.
WSC
161
"The reasonable man adapts himself to the world.
The unreasonable one persists in trying to adapt
the world to himself. Therefore, all progress
depends upon the unreasonable man. GB Shaw,
Man and Superman The Revolutionists'
Handbook.
162
Success seems to be largely a matter of
hanging on after others have let go. William
Feather, author
163
The most successful people are those who are
good at plan B. James Yorke, mathematician,
on chaos theory, in The New Scientist
164
PURPOSE.PASSION.Potential.Presence.Personal.P
ERSISTENCE.PEOPLE. Potent.Positive.
165
Leaders do people. Period. Anon.
166
PARCs Bob Taylor Connoisseur of Talent
167
A review of Jack and Suzy Welchs Winning claims
there are but two key differentiators that set GE
culture apart from the herd First Separating
financial forecasting and performance
measurement. Performance measurement based, as it
usually is, on budgeting leads to an epidemic of
gaming the system. GEs performance measurement
is divorced from budgetingand instead reflects
how you do relative to your past performance and
relative to competitors performance i.e., its
about how you actually do in the context of what
happened in the real world, not as compared to a
gamed-abstract plan developed last year.
Second Putting HR on a par with finance and
marketing.
168
lt CAPEXgt People!
169
PURPOSE.PASSION.Potential.Presence.Personal.P
ERSISTENCE.PEOPLE. Potent.Positive.
170
Beware of the tyranny of making Small Changes
to Small Things. Rather, make Big Changes to Big
Things. Roger Enrico, former Chairman,
PepsiCo
171
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!
172
ARE YOU BEING REASONABLE? Most people are
reasonable thats why they only do reasonably
well. Source Paul Arden, Whatever You Think
Think the Opposite
173
PURPOSE.PASSION.Potential.Presence.Personal.P
ERSISTENCE.PEOPLE. Potent.Positive.
174
On NELSON other admirals more frightened of
losing than anxious to win
175
The greatest dangerfor most of usis not that
our aim istoo highand we miss it,but that it
istoo lowand we reach it.Michelangelo
176
PURPOSE.PASSION.Potential.Presence.Personal.P
ERSISTENCE.PEOPLE. Potent.Positive.
177
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)
178
"Life is not a journey to the grave with the
intention of arriving safely in one pretty and
well preserved piece, but to skid across the line
broadside, thoroughly used up, worn out, leaking
oil, shouting GERONIMO! Bill McKenna,
professional motorcycle racer (Cycle magazine
02.1982)
179
EXCELLE ALWAYS.