Tompeters ! company 1 Welcome!. tompeters ! company 2 The White Collar Revolution

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Welcome!

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The White Collar Revolution

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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 on to your hats white collar workers--nothing will ever be the same.”

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The 4th information revolution . . .

• 3000 BC Mesopotamia

• 1300 BC China

• 1450 AD Germany

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“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

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Jeffery Holt

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“We are in a brawl with no rules!”

Paul Allaire

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Technical Forces

WWW.

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$7.4 trillion by 2004.

Source: Gardner Group

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22 pages per second

316,800Source: Gardner Group

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“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

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Technical Forces

WWW.

White Collar Robots

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White Collar Robots

ATM’s

AMEX/Delta

Tickets to See Tim

1 (800) 555-1212

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Stock Brokers

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Banking Industry

“Banking is necessary.

Banks are not.”Dick Kovacevich,

Norwest/ Wells

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Bankers

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Travel Agents

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Travel Industry

52.2

/ 15.5

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Sales People

18Million8 Million

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Sales People

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

Neil RachamHuthwait Associates

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Insurance Agents

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Purchasing

1200900600

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Purchasing at Bentonville

• Facts - 75%/5%

• Decision - 8 or 100

• Policy - No sales people allowed

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1/100to

1/500

Human Resource Dept.

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Training and Development

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Video Music

Libraries

Information Distribution

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“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

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Technical Forces

WWW.

White Collar Robots

E R P

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“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”

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Hell-o

“How are you?”“Where are you?”

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Social Forces

Dilbert

Work/LifeBalance

Talent Wars

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White-collarWhite-collarRevolutionRevolution

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E R P

WWW.

White Collar Revolution

DilbertWhite Collar Robots

Talent Wars

Work/LifeBalance

New Work: Core Model

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New Employee

New Organization

New Work


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New EmployeePSF 1.0PSF 1.0

New Work


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Brand YouProfessionalBrand You

ProfessionalPSF 1.0

New Work


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Brand YouProfessional

PSF 1.0

WOW!ProjectsWOW!

Projects


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New Employee

New Organization

New Work


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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

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Managers to

Leaders

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

John Doer, venture capitalist

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“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

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Leadership

• #1 Critical success factor - relationship with subordinates - Center for Creative Leadership

• 28%, 72%, FastCompany worldwide survey, 1999

• Higher degree of management trust = more innovation, PriceWaterhouseCoopers, 1999

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Departmentsto

PSFs

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Dept. Dude: Gets the job “out of the way.”

vs.

Andersen Dude: Does the job with panache [audit]

and looks for opportunities/“problems to

solve.”

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Work Worth Paying For

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The Bad News

“It is generally much easier to kill an organization than change it substantially.”

Kevin Kelly, Out of Control

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Work Assignments

toWOW!Projects

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Rule #1:Never accept

an assignment as is.

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“Reward excellent failures.

Punish mediocre successes.”

— Phil Daniels,

exec., Sydney

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“The problem is never how to get new, innovative thoughts into your mind, but how to get old ones out.”

— Dee Hock

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Project Tangibles

• Objectives

• Budgets

• Measurements

• Timelines

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Project Intangibles

• Passion

• Design & Beauty

• Buzz

• Personality

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1) Turn ignition key.2) Shift into drive.

3) Press foot firmly on the throat of mediocrity.

Source: Mercedes ad

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Employeesto

Brand YouProfessionals

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“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

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“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

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“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”

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“In the world to come I shall not be asked, ‘Why were you not Moses?’ I’ll be asked, ‘Why were you not Zusya?’ ”

Rabbi Zusya

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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.

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Customer Service

toCustomer

Experience

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CustomerExperience

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What does your company

sell?

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“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

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What does your company

sell?

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Talent Wars

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• 1,000,000 jobs offshore

• Fastest growing job category - software engineering

• 122,000 versus 63,000

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Baby Boomers

• 77 million

• Ideal “retirement” age 55

• Six months

• 100

• 84% men, 77% women

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Generation X

77 / 17 / 60

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Generation Y• Wired generation

• 60 million

• 47% on the net

• 42 million computer commands

• 5 X grasp of financial markets

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Winning the Talent Wars

Generation Y, Generation X and Baby Boomers all want to do work that matters.

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Why do you work?

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People they have loved.

Great work they have done.

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Talent Wars• Silicon Valley • Pixo, Inc., wireless phone software

applications• Trip to Hawaii for new employees• First week "on the job" relaxing on the

beach in Hawaii, ALL expenses paid

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The Work Matters!

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

work should be.”

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Talent Wars• 55% of all job changes• 40% of women who start their own

businesses• Also rans

– Minimize risk– Support the boss– Respect the chain of command– Make budgetFortune, “Most Admired Global Companies, 11/98

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Tom Peters War College

• Leadership

• WOW! Projects

• Intelligent Systems

• PSF Mentality

• Discover, Design, Explore, Solve

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Acquisition

Development

Retention

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Acquisition

Development

Retention

Leader

ship

WOW

!Pro

ject

sIn

telli

gent S

yste

ms

PSF Men

talit

y

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Customer Service

toCustomer

Experience

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CustomerService

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Customer Service• On time delivery

• Failure rate

• Defects per 1000

• Absence of defect or complaint

• Return Rate

• Satisfaction


About Quality

“Quality is conformance to requirements, not

goodness.”

Phil Crosby


In many industries the correlation between

customer satisfaction and repeat business is zero.


“The Age of the Never Satisfied

Customer”Regis McKenna


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!


Commoditized


CustomerExperience


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


Customer Experience• WOW

• Tingle

• Bewitch

• Dazzle

• Thrill

• Delight


Experience Strategies• Embedded Intelligence

• Design

• User Friendliness

• Beyond close to symbiosis

• Delivery and logistics

• Built in services

• Entertainment


“The Ritz Carlton Experience enlivens the

senses, instills well being and fulfills even the

unexpressed wishes and needs of the guest.”

from the Ritz Carlton Credo


Customer Experience“Most buyers do not have a clue

whether anybody else makes a better microprocessor, but ‘Intel Inside’ has become a ‘trust mark’ - a trademark that consumers put their faith in.”

The Economist


“We want to create

waves of lust for our product.”

Andy Grove (on the Pentium Processor)


Customer Experience“Branding is not a problem if you have the right mentality. You go to your team and you pin up a $200 Swiss Army Watch. Competing in the ridiculously crowded sub-$200 watch market, they made it into a brand name, named after the most irrelevant and useless thing in history [the Swiss Army]. And you say, ‘Gang, if they can do it, we can do it.’ ”

Barry Gibbons, Burger King


Customer Experience“Cars are not simply to get you from place to place. They ought to be entertainment. We are sort of in the entertainment business.”J Mays, Ford


Customer Experience

“We defined personality as a market niche. We seek to amuse, to surprise, to entertain.”Herb Kelleher, CEO, Southwest Airlines


Education

Entertainment

Esthetic

P or S

#1

P or S

#2

P or S

#3

Experience Worksheet

Escapist



Commodity: extract, naturalGood: make, standardized

Service: deliver, customizedExperience: stage, personal

Source: The Experience Economy, Joseph Pine & James Gilmore


Coffee

• $1.00 per pound

• 2¢ per cup

• $.50 to $1.00 per cup

• $2.00 to $5.00 per cup


Customer ExperienceThe [Starbucks] Fix Is on …

“We have identified a ‘third place.’ And I really believe that sets us apart. The third place is that place that’s not work

or home. It’s the place our customers come for refuge.”

Nancy Orsolini, District Manager


Customer Experience

• LensCrafters Customer Experience

• Your Ideas



“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 ! !



Nancy Mantilla BarajasPrada Riviera Serrano

“I don’t arrange flowers. I create art!”

“The first thing I do is interview my client. Then I decide to take them on.”

“A person who does not have passion is dead and so is their work.”



Inventing The New World of Work

Documents

Tompeters ! company 1 Welcome!. tompeters ! company 2 The White Collar Revolution