Tompeters ! company 1 The White Collar Revolution

1tompeters! company

The White Collar Revolution

2tompeters! company

The 4th information revolution . . .

• 3000 BC Mesopotamia

• 1300 BC China

• 1450 AD Germany

3tompeters! company

The Technology is here!!!!!!!

“Information technology is now, but just now, capable of revolutionizing white collar work the same way earlier technologies revolutionized the farm and the factory. Hold onto your hats white collar workers, nothing will ever be the same.”

4tompeters! company

Jeffery Holt

5tompeters! company

Mining in Minnesota

1960284 Mines

48,000 Employees

20007 Mines

6,700 Employees

6tompeters! company

“There’s going to be a fundamental change in the

global economy unlike anything we have had

since the cavemen began bartering.”

Arnold Baker, Chief Economist, Sandia National Laboratory

7tompeters! company

“The period 2000-2002 will bring the single greatest

change in worldwide economic and business

conditions since we came down from the trees.”David Schneider & Grady Means,

MetaCapitalism

8tompeters! company

“It used to be that the big ate the small.

Now the fast eat the slow.”

Geoff Yang, IVP/ (Institutional Venture Partners)

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“We are in a brawl with no rules!”

Paul Allaire

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“The corporation as we know it, which is now 120 years old,

is not likely to survive the next 25 years. Legally and financially, yes, but not

structurally and economically.”

Peter Drucker, Business 2.0 (08.00)


Technical Forces

WWW.


$7.4 trillion by 2004.

Source: Gartner Group


22 pages per second

316,800Source: Gartner Group


“ALL OF THESE ‘CONVERSATIONS’ TODAY ABOUT ‘THE WEB’ WILL APPEAR SO BLOODY DAMN SILLY AND PEDESTRIAN TEN … FIVE? … THREE? …YEARS FROM NOW.”

— Tom Peters (11-99)

P.S.: Read Ray Kurzweil’s The Age of Spiritual Machines: When Computers Exceed Human Intelligence


Technical Forces

WWW.

White Collar Robots


White Collar Robots

ATM’s

Movie Tickets

1 (800) 555-1212


Stock Brokers



Banking Industry

“Banking is necessary.

Banks are not.”Dick Kovacevich,

Norwest/ Wells


Bankers



Travel Agents


Travel Industry

52.2

/ 15.5



Sales People

18Million8 Million


Sales People

“We are not seeing the death of sales people, but the death of sales forces.”

Neil RackhamHuthwaite Associates



Insurance Agents



Purchasing

1200900600


Purchasing at Bentonville

• Facts - 75%/5%

• Decision - 8 or 100

• Policy - No sales people allowed


February 27, 2000, Announcement

Ford, GM & Daimler-Chrysler, arch enemies for nearly a century - create an Internet supplier Marketplace/Virtual Marketspace.


1/100to

1/500

Human Resource Dept.


1/40to

1/680

Human Resource Dept.


Training and Development




“Education over the internet is going to be so big, it’s going to make E-mail usage look like a rounding error .”

John ChambersCEO, Cisco Systems Inc.

Education


“My best guess is that these schools will be about as successful as Digital Equipment was in competition with Dell.”

Clayton ChristensenHarvard Business School

Education


Video Music

Libraries

Information Distribution



Technical Forces

WWW.

White Collar Robots

E R P


“UPS used to be a trucking company with technology. Now it’s a technology company

with trucks.”Forbes (1-00), on UPS’s $11B spent on IS in the 90s; UPS was Forbes’ “Company of the Year”


Hell-o

“How are you?”“Where are you?”


Social Forces

Dilbert

Work/LifeBalance

Talent Wars


White-collarWhite-collarRevolutionRevolution


E R P

WWW.

White Collar Revolution

DilbertWhite Collar Robots

Talent Wars

Work/LifeBalance

New Work: Core Model



New Employee

New Organization

New Work



White-collarWhite-collarRevolutionRevolution



New EmployeePSF 1.0PSF 1.0

New Work




Brand YouProfessionalBrand You

ProfessionalPSF 1.0

New Work




Brand YouProfessional

PSF 1.0

WOW!ProjectsWOW!

Projects




New Employee

New Organization

New Work



Five Transformations

Departments to Professional Services Firms

Managers to Leaders at all Levels

Customer Service to Customer Experience

Work assignments to WOW!Projects

Employees to Brand YOU Professionals


Our View of the World

Invent the New World of Work


The Work Matters!

Our Vision is to . . .

Why? . . . Because . . .

Because we are in the middle of a . . .

Five Transformations

Which requires . . .


Inventing The New World of Work


Managers to

Leaders



“What’s in the shortest supply now are great teams led by great leaders.”

John Doer, venture capitalist


“The real test of quality in the early part of the next century is going to be what I call the

quality of leadership.”

Bob Galvin, Chairperson Executive Committee, Motorola


Departmentsto

PSFs



Work Worth Paying For


Work Assignments

toWOW!Projects


“You really got to me. So many of our information technology projects take on a life of their own, and I know they’ll never end up as more than ‘mediocre successes.’ ”

CEO, F100 financial services company (10-98)


“Reward excellent failures. Punish

mediocre successes.”

Phil Daniels, Sydney exec



Rule #1:Never accept

an assignment as is.


Project Tangibles

• Objectives

• Budgets

• Measurements

• Timelines


Project Intangibles

• Passion

• Design & Beauty

• Buzz

• Personality


Employeesto

Brand YouProfessionals



“If there is nothing very special about your work, no matter how hard you apply yourself, you won’t get noticed and that increasingly means you won’t get paid much, either.”

— Michael Goldhaber, Wired


“The fundamental unit of the new economy is not the corporation, but the individual.

Tasks aren’t assigned and controlled through a stable chain of command but are carried out autonomously by independent

contractors - e-lancers - who join together in fluid and temporary networks to sell goods

and services. When the job is done, the network dissolves and its members become independent again, circulating through the economy, seeking the next assignment.”

Malone & Laubaucher, The Dawn of the E-Lance Economy


“Firms will not ‘manage the careers’ of their employees. They will provide opportunities to enable the employee to develop identity and adaptability and thus be in charge of his or her own career.”

Tim Hall

“The New Protean Career Contract”


Is Your Work Worth Paying For?

“What do (or could) you deliver that would make it worthwhile to pay you

money every month? What can you do that would make them say of your pay, ‘Boy, that’s money well spent! Did that

person ever add value to what our customers get for their money!’”

William Bridges, Creating You & Co.


Customer Service

toCustomer

Experience


“The Age of the Never Satisfied

Customer”Regis McKenna


What does Harley Davidson

sell?



“What we sell is the ability for a 43-year-old

accountant to dress in black leather, ride through

small towns and have people be afraid of him.”

Harley exec, quoted in Results-based Leadership


Customer Service• On time delivery

• Failure rate

• Defects per 1000

• Absence of defect or complaint

• Return Rate

• Satisfaction


In many industries the correlation between

customer satisfaction and repeat business is zero.


Customer Experience• WOW

• Tingle

• Bewitch

• Dazzle

• Thrill

• Delight


About Quality

“Quality is conformance to requirements, not

goodness.”

Phil Crosby


Satisfy … Conform to Requirements … Exceed

Expectations …Delight! … WOW! … Lust! … ONLY ONES WHO DO

WHAT WE DO!

Satisfy … Conform to Requirements … Exceed

Expectations …Delight! … WOW! … Lust! … ONLY ONES WHO DO

WHAT WE DO!




Experience Evolution

• Enduring Products

• Loyal Buyers

• Single Offerings

• Meet Expressed

Needs

• Improved Value

• Info Poor Customers

• Ephemeral Products

• Fickle Buyers

• Mass Customization

• Meet Unimagined

Needs

• Startling Value

• Info Rich Customers


The Work Matters!


People they have loved.

Great work they have done.


“Meaning from work comes form doing great work, not from talking about how meaningful

work should be.”


“Eye Test”


T

H EW O R

K M A T T

E R S ! T H EW O R K M A T

T E R S ! T H E W O RK M A T T E R S ! T H E W O R K ! !

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Tompeters ! company 1 The White Collar Revolution