X04: Excellence Found2004! Tom Peters/12.20.2004

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X04Excellence Found2004!Tom Peters/12.20.2004
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Walgreens
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Good to Great Fannie Mae Kroger Walgreens
Philip Morris Pitney Bowes Abbott
Kimberly-Clark Wells Fargo
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Great Companies SET THE AGENDA. (Period.)
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AGENDA SETTERS Set the Table/ Pioneers/
Questors/ AdventurersUS Steel Ford Macys
Sears Litton Industries ITT The Gap
Limited WalMart PG 3M Intel IBM
Apple Nokia Cisco Dell MCI Sun Oracle
Microsoft Enron Schwab GE Southwest
Laker People Express Ogilvy Chiat/Day
Virgin eBay Amazon Sony BMW CNN
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And the Winner is 1.
Audacity of Vision2. Innovation/RD/Design3.
Talent Acquisition Development4. Resultant
Experience5. Strategic Alliances6.
Operations7. Financial Management8.
Overall/Sustaining Excellence9. Wow!10.
Lovemark!
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Cirque du Soleil!
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X04Cirque du Soleil Infosys FBR/Friedman
Billings Ramsey London Drugs Build-A-Bear
Griffin Health Services/Planetree Alliance ...
The Met/Big Picture schools Progressive
Commerce Bank Richard Branson
(HSM/WSB/CR/4S)My partners Washington
Speakers Bureau, HSM, Canyon Ranch, Four Seasons
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Cirque du Soleil!
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Cirque du Soleil Talent (12 full-time scouts,
database of 20,000). RD (40 of profits 2X
avg corp). Controls (shows are profit centers
partners like Disney offset costs 100M on
500M). Scarcity builds buzz/brand (1 new show
per year. People tell me were leaving money on
the table by not duplicating our shows. Theyre
right.Daniel Lamarre, president).Source The
Phantasmagoria Factory/Business 2.0/1-2.2004
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Infosys!
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Infosys/Planet-warping Aspirations By making
the Global Delivery Model both legitimate and
mainstream, we have brought the battle to our
territory. That is, after all, the purpose of
strategy. We have become the leaders, and
incumbents IBM, Accenture are followers,
forever playing catch-up. However, creating a
new business innovation is not enough for rules
to be changed. The innovation must impact
clients, competitors, investors, and society. We
have seen all this in spades. Clients have
embraced the model and are demanding it in even
greater measure. The acuteness of their
circumstance, coupled with the capability and
value of our solution, has made the choice not a
choice. Competitors have been dragged kicking and
screaming to replicate what we do. They face
trauma and disruption, but the game has changed
forever. Investors have grasped that this is not
a passing fancy, but a potential restructuring of
the way the world operates and how value will be
created in the future.Narayana Murthy,
chairmans letter, Infosys Annual Report 2003
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49/profits52/revenueSource
WSJ/10.13.2004/Infosys 2nd-Period Profit Rose
Amid Demand for Outsourcing
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FBR!
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I Borrowed Your Watch Heres What Time It
IsMake a DifferenceAdd Exceptional
ValueEnduring Relationships with Companies that
Have the Potential to Be GreatAfter-market
Performance Focus/Strong Sectoral
ApproachFocus/Underserved Middle Market/Mid-cap
CosDramatic DifferenceResearch RootsResearch
InvestmentUnique Analytic ProcessHighly
Disciplined Fundamental Intrinsic Value
AnalysisPartnership CultureMutual
SupportEnthusiasmMake a DifferenceD.C. as
D.C.D.C. as not Wall StreetVisibility/Tell
Story/Brand
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FBR Fundamental Intrinsic Value AnalysisFocus
(You know what youre doing)Difference (You
know how youre
doing it)Culture (You
understand the roots)
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London Drugs!
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At London Drugs, everyone cares about
everything. Wynne Powell
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London
DrugsEach major department a category killer
(pharmacy, computers, photo-photo finishing,
cosmetics)Service added/ Experience (e.g.,
consultation booths for pharmaceutical
Clients)Brilliant, eye-popping
design-merchandisingPrice point peanuts to
super-premiumMassive training, very low staff
t/oBig-bet experimentation-innovationLocales
begging for LDFinancials to die forIS/IT/SC
pioneers (compared favorably to WalMarts
supply- chain management exquisite
vendor-partner programs)Effectively deflected
WalMart incursionPhilosophy fun, enthusiasm,
innovation, commitment, care, talent development
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Build-A-Bear!
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Build-A-Bear 1997 to 2004 0 to 300M
Maxine Clark/CEO (25 yrs May Dept Stores)
Build-A-Bear Workshops Engagement! (Where
Best Friends Are Made) Theater!
http//www.buildabear.com/buildaparty
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Best Web Site?buildabear.com
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Griffin Health Services Corporation/Griffin
Hospital/Planetree Alliance!
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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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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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Those of us working in healthcare have an
obligation to be of service in this world, to be
bringers of light and hope. Our work is spiritual
by its nature, as the Planetree model has
acknowledged for decades.Our definition of
spirituality is coming into a right relationship
with all that is, establishing a loving,
nurturing, caring relationship. Planetrees has
been to refocus our attention on the power of
relationships, and, in particular, the
mind-body-spirit relationship essential to
healing. It has opened a door that will never be
closed. Leland Kaiser, Holistic
HospitalsSource Putting Patients First, Susan
Frampton, Laura Gilpin, Patrick Charmel
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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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Big Picture schools/The Met!
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The Real Goals of Education/Dennis Littky/The Big
PictureBe lifelong learnersBe passionateBe
ready to take risksBe able to problem solve and
think criticallyBe able to look at things
differentlyBe able to work independently and
with othersBe creativeCare and want to give
back to their communityPersevereHave
integrity and self-respectHave moral
courageBe able to use the world around them
wellSpeak well, write well, read well, and work
well with numbersAND TRULY ENJOY THEIR LIFE AND
WORK
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Engage the kids around their passions. Dennis
Littky/The Met-Big Picture
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EBFtoEBI Education By Fiat Education
By Interest
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Progressive!
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Progressive Is Peter Lewis has created an
organization filled with sharp, type-A
personalities who are encouraged to take
riskseven if that sometimes leads to
mistakes. One thing that weve noticed is
that theyve always been very good at avoiding
denial. They react quickly to changes in the
marketplace.Keith Trauner/portfolio manager
When four successive hurricanes hit Florida and
neighboring states in August and September,
Progressive sent more than 1,000 claims adjusters
to the Southeast. Result 80 of 21,000 filed
claims had been paid by mid-October, an
impressive figure. This pleased policy holders
and probably helped Progressive because delays in
claims payments typically mean higher
costs.Source Barrons/ Polished Performer
The Car Insurance Games Best Managers Have Put
Progressive in the Fast Lane/11.01.04
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We dont sell insurance anymore. We sell speed.
Peter Lewis, Progressive
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Commerce Bank!
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Commerce Bank From Service to
Experience7X. 730A-800P. F12A.Plus WOW
Department Kill a Stupid Rule contests, etc.
( 93-03/10 yr annual return CB 29 WM 17
HD 16. Mkt Cap 48 p.a.)
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Thesaurus of WOW! They hate it if you call
them bankers. They love it, on the other
hand, when you ask to see their sstupendous.
They are Commerce Bank. These absurdly fast
growing, insanely profitable retailers,
rewriting the rules of East Coast retail banking,
sent me a copy of their booklet, Traditions. It
explicates their Wow the Customer Philosophy.
At the end theres A Collection of Commerce
Lingo. I wont define (use your imagination),
but simply offer a small sample Fans, Not
Customers. Say YES 1 to say YES, 2 to say
NO. (A staffer has to get a supervisors
approval to say no to anything.) Recover!!! To
Err Is Human To Recover Is Devine. Leave Em
Speechless. Positive Behavior. Positive
Language. Kill A Stupid Rule. (Get cash
rewards for exposing dumb internal rules that
impede our ability to WOW!) Make the WOW!
Answer Guide Your Best Friend. Buzz Bee.
CommerceWOW!Zone. (A K-12 financial education
program.) Doctor WOW! Ten-Minute Principle.
(Stores open 10 minutes before posted hours,
stay open 10 minutes after posted hoursand the
hours, such as open 7 days a week, are already
incredibly generous tradition-shattering.)
Wall of WOW! WOW! Awards. (The annual
recognition ceremonyRadio City Music Hall, with
the Rockettes, in 05.) WOW! Patrol. WOW!
Spotlight. WOW Van. WOW Wiz. (A service
superstar.) Etc.
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The Kevin Richard Show!
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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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Sir Richards RulesFollow your passions.Keep
it simple.Get the best people to help
you.Re-create yourself.Play.Source Fortune
on Branson/10.03