In Search of ExcellenceIn Search of Excellence /1982-2012 /1982-2012

Relentless!Relentless!PART 9 of 23PART 9 of 23

EXCELLENCEEXCELLENCE NOWNOW

““The The 15H15H Theory of Everything”Theory of Everything”

Tom Peters/1 January 2012/excellencenow.comTom Peters/1 January 2012/excellencenow.com

NOTENOTE:: To appreciateTo appreciate this presentation this presentation [and [and

insure that it is not a insure that it is not a messmess],], you need Microsoft you need Microsoft

fonts:fonts:

“Showcard “Showcard Gothic,”Gothic,” “Ravie,”“Ravie,”

“Chiller”“Chiller” andand “Verdana”“Verdana”

My best shot …My best shot …

Over the course of the last three years, always looking for a new format for presenting my Over the course of the last three years, always looking for a new format for presenting my

core beliefs, I’ve been having fun playing around with core beliefs, I’ve been having fun playing around with “Hs.”“Hs.” Started with three Started with three [You’ll find [You’ll find the original “3H” presentation at Part 23, the original “3H” presentation at Part 23, APPENDIX IIAPPENDIX II ]],, grew to 15—each one capturing a grew to 15—each one capturing a central idea associated with Excellence, tested management practices and organizational central idea associated with Excellence, tested management practices and organizational effectiveness. effectiveness.

This is “mThis is “my y best shot”best shot”— — 3,500+ slides 3,500+ slides encomencomppassinassingg the thin the thinggs that matter s that matter most to me in 2012, and the thinmost to me in 2012, and the thinggs that s that have mattered most since the have mattered most since the ppublication ofublication of In Search of Excellence In Search of Excellence 30 30 yyears agoears ago..I’ve given well over … I’ve given well over … 2,500 presentations2,500 presentations … of this material in the last three decades [in … of this material in the last three decades [in 67 countries], all using slides—clunky old glass mounts for the longest time and then 67 countries], all using slides—clunky old glass mounts for the longest time and then PowerPoint. It’s PowerPoint. It’s thethe medium I’m most comfortable with. Hence this effort to medium I’m most comfortable with. Hence this effort to “say it “say it [almost] all”[almost] all” is offered in PowerPoint format. What’s new— is offered in PowerPoint format. What’s new—completely new for mecompletely new for me—Is an —Is an effort to achieve some sort of “life closure” and “total comprehension” via the use of very effort to achieve some sort of “life closure” and “total comprehension” via the use of very extensive annotation.extensive annotation.

Probably 100,000+ words of annotations!Probably 100,000+ words of annotations!

Combine these extensive annotations and the slides themselves and you’ve likely got 125,000 Combine these extensive annotations and the slides themselves and you’ve likely got 125,000 words—that is, a words—that is, a 500-page500-page book’s worth of text. (The unabashed goal indeed is to move from book’s worth of text. (The unabashed goal indeed is to move from the “catchy” idea on the slide to coherent explanatory text.) the “catchy” idea on the slide to coherent explanatory text.)

I earnestly hope you enjoy using “this stuff” half as much as I have putting it together—I earnestly hope you enjoy using “this stuff” half as much as I have putting it together—and and find numerous things you can “steal;” that’s the whole idea!find numerous things you can “steal;” that’s the whole idea!

NoteNote: I: I have not used the PowerPoint annotations feature, because most people, I have observed, skip over the annotations— have not used the PowerPoint annotations feature, because most people, I have observed, skip over the annotations—it’s my goal, as usual, to be “in your face.”it’s my goal, as usual, to be “in your face.”

In Search of ExcellenceIn Search of Excellence /1982-2012 /1982-2012

Relentless!/PART 9 of 23Relentless!/PART 9 of 23

EXCELLENCEEXCELLENCE NOWNOW

““The The 15H15H Theory of Everything”Theory of Everything”

Tom Peters/1 January 2012/excellencenow.comTom Peters/1 January 2012/excellencenow.com

RELENTLESS/H2/H. Ulysses Grant//Key IdeasRELENTLESS/H2/H. Ulysses Grant//Key Ideas

Hiram Ulysses Grant: NEVER TURN BACK!Hiram Ulysses Grant: NEVER TURN BACK!(Not an INCH!)(Not an INCH!)

Winners excel at “Plan B.”Winners excel at “Plan B.”100% of people in history books: RELENTLESS100% of people in history books: RELENTLESS

to the point of near [or true] insanity. to the point of near [or true] insanity.“Know when to hold ’em, know when to“Know when to hold ’em, know when to

fold ’em”: Never fold if you want to make a fold ’em”: Never fold if you want to make a BIG DIFFERENCE. BIG DIFFERENCE.

“Reasonable” people don’t turn the world upside “Reasonable” people don’t turn the world upside down.down.

Needed in 100% of employees: RESILIENCE. Needed in 100% of employees: RESILIENCE. Hire and promote for DEMONSTRATED resilience.Hire and promote for DEMONSTRATED resilience.

Horatio Nelson: OFFENSE!Horatio Nelson: OFFENSE!Seek victory rather than avoidance ofSeek victory rather than avoidance of

defeat: Nelson’s key [and DIFFERENTIATING] trait. defeat: Nelson’s key [and DIFFERENTIATING] trait.

Dedication Dedication

Dick AndersonDick Anderson … my U.S. Navy Seabee … my U.S. Navy Seabee commanding officer in Vietnam who taught me “Can do”commanding officer in Vietnam who taught me “Can do”

Bob WatermanBob Waterman … my joined-at-the-hip co-… my joined-at-the-hip co-author, author, In Search of ExcellenceIn Search of Excellence

Warren BennisWarren Bennis … my intellectual and moral … my intellectual and moral mentor 1982-presentmentor 1982-present

Herb KelleherHerb Kelleher … for whom “people first” is not … for whom “people first” is not a slogan but a way of lifea slogan but a way of life

Dilma RousseffDilma Rousseff … who assures us that this … who assures us that this will be “the women’s century” will be “the women’s century”

Epigraph/s … Epigraph/s …

““Business has to give people enriching, Business has to give people enriching,

rewarding lives … rewarding lives … or it's or it's simply not simply not

worth worth doingdoing.”.”

——Richard BransonRichard Branson

Epigraph/sEpigraph/s

““Business has to give peopleBusiness has to give people enriching, rewarding lives … or it's enriching, rewarding lives … or it's simply not worth doing.”simply not worth doing.” —Richard Branson—Richard Branson

““We have a strategic plan. We have a strategic plan. It’s called ‘doing things.’ ”It’s called ‘doing things.’ ” —Herb Kelleher—Herb Kelleher

““Execution Execution isis strategy.” strategy.” —Fred Malek—Fred Malek

““There is absolutely nothing that beatsThere is absolutely nothing that beats hard work.”hard work.” —Sallie Krawcheck—Sallie Krawcheck

““Courtesies of a small and trivial character areCourtesies of a small and trivial character are the ones which strike deepest in the grateful the ones which strike deepest in the grateful

and appreciating heart.”and appreciating heart.” —Henry Clay —Henry Clay

““Avoid moderation.”Avoid moderation.” —Kevin Roberts —Kevin Roberts

““You know a design is cool when you You know a design is cool when you want to lick it.”want to lick it.” —Steve Jobs —Steve Jobs

““This will be the women’s century.”This will be the women’s century.” —Dilma Rousseff —Dilma Rousseff

““Be the best. It’s the only market that’sBe the best. It’s the only market that’s not crowded.”not crowded.” —George Whalin —George Whalin

Translating the EpigraphsTranslating the Epigraphs

People [REALLY] first!People [REALLY] first!Action! Action! Action!Action! Action! Action!Execution Execution isis strategy! strategy!

Basics win!/Out work ’em!Basics win!/Out work ’em!Little gestures matter most!Little gestures matter most!

Re-imagine! Re-imagine! ““Wow” or bust!Wow” or bust!

Women’s century!Women’s century!EXCELLENCE! NOW!EXCELLENCE! NOW!

Our Story … Our Story …

MORAL Basis for EnterpriseMORAL Basis for Enterprise

Organizations Exist to SERVE.Organizations Exist to SERVE.Leaders Exist to SERVE.Leaders Exist to SERVE.

FIRST THINGS before FIRST THINGS: “To Do”FIRST THINGS before FIRST THINGS: “To Do”

A. Build the ABSOLUTE BEST Cadre of 1A. Build the ABSOLUTE BEST Cadre of 1stst LINE MANAGERS … or BUST! LINE MANAGERS … or BUST!B. Cross-functional EXCELLENCE: OBSESS on the SOCIAL Factors! B. Cross-functional EXCELLENCE: OBSESS on the SOCIAL Factors! C. EXCELLENCE in LISTENING = Differentiator #1: IMPLEMENT It Now! C. EXCELLENCE in LISTENING = Differentiator #1: IMPLEMENT It Now! D. TRILLION$$$ at Stake: DOMINATE the Boomer+ Market!D. TRILLION$$$ at Stake: DOMINATE the Boomer+ Market!E. MEETINGS = Leadership/“Culture change” Tool #1. E. MEETINGS = Leadership/“Culture change” Tool #1.

Headlines from the 15 “Hs”Headlines from the 15 “Hs”

1.1. FANATIC about EXECUTION! SWEAT & SWEAT (& SWEAT) the Details! FANATIC about EXECUTION! SWEAT & SWEAT (& SWEAT) the Details! 2.2. Never RELENT! Keep MOVING! OFFENSE! Never RELENT! Keep MOVING! OFFENSE!3.3. You = Your CALENDAR! ENTHUSIASM Trumps All! Best STORY Wins! You = Your CALENDAR! ENTHUSIASM Trumps All! Best STORY Wins! 4.4. NO STONE UNTURNED: “Small” Courtesies Move MOUNTAINS! NO STONE UNTURNED: “Small” Courtesies Move MOUNTAINS!

5.5. People FIRST.People FIRST. (And 2 (And 2ndnd & 3 & 3rdrd & 4 & 4thth & …) & …)6.6. BRAND YOU World! “DISTINCT or Extinct.” NO OPTION. BRAND YOU World! “DISTINCT or Extinct.” NO OPTION. 7.7. ACTION. NOW. “Blame NOBODY. Expect NOTHING. Do SOMETHING.” ACTION. NOW. “Blame NOBODY. Expect NOTHING. Do SOMETHING.”8.8. You = [All] Who You HANG OUT With: CHOOSE STRATEGICALLY! You = [All] Who You HANG OUT With: CHOOSE STRATEGICALLY! 9.9. MAXIMIZE-Measure-Obsess on TGRs/“Things Gone RIGHT”! MAXIMIZE-Measure-Obsess on TGRs/“Things Gone RIGHT”!10.10. Scintillating EXPERIENCE: Make EVERY Contact MEMORABLE! Scintillating EXPERIENCE: Make EVERY Contact MEMORABLE!11.11. Great DESIGN Differentiates Anything-Everything DRAMATICALLY! Great DESIGN Differentiates Anything-Everything DRAMATICALLY!12.12. Seek MONOPOLY-Through-OUTRAGEOUS-Commitment-to-EXCELLENCE! Seek MONOPOLY-Through-OUTRAGEOUS-Commitment-to-EXCELLENCE!13.13. WOMEN Buy! WOMEN Roar! WOMEN Rule! WOMEN Buy! WOMEN Roar! WOMEN Rule!14.14. Satisfaction+++: Make EVERY Customer a … RAGING SUCCESS! Satisfaction+++: Make EVERY Customer a … RAGING SUCCESS!15.15. No less than … 100% “WOW”! WEIRD STUFF COMING! No less than … 100% “WOW”! WEIRD STUFF COMING!

All you need to know …All you need to know …

Hilton Hilton (Conrad Hilton) (Conrad Hilton) Hiram/Horatio I Hiram/Horatio I (Hiram U.S. Grant/Horatio (Hiram U.S. Grant/Horatio Nelson)Nelson)Howard/Homer Howard/Homer (Howard Schultz/Homer) (Howard Schultz/Homer) Henry I Henry I (Henry Clay)(Henry Clay)Herb Herb (Herb Kelleher)(Herb Kelleher)Helgesen/Horatio IIHelgesen/Horatio II (Sally Helgesen/Horatio (Sally Helgesen/Horatio Alger)Alger)Henry II/Hayek Henry II/Hayek (Henry Ross Perot/F.A. Hayek)(Henry Ross Perot/F.A. Hayek)Hamel Hamel (Gary Hamel)(Gary Hamel) Hill Hill (Vernon Hill)(Vernon Hill)Harley Harley (Harley Davidson)(Harley Davidson)Handy Handy (Charles Handy)(Charles Handy)Hartville Hartville (Hartville Hardware)(Hartville Hardware)Heather/Helen Heather/Helen (Heather Schultz/Helen Greiner)(Heather Schultz/Helen Greiner)Hewlett Hewlett (Bill Hewlett/Hewlett-Packard)(Bill Hewlett/Hewlett-Packard)Hsieh/Hillis Hsieh/Hillis (Tony Hsieh/Danny Hillis)(Tony Hsieh/Danny Hillis)

All You Need to Know:All You Need to Know: The The 15H15H Theory of Everything Theory of Everything

*Conrad Hilton/*Conrad Hilton/EXECUTION EXECUTION isis Strategy!/Sweat the details! Strategy!/Sweat the details! *Hiram (U.S.) Grant/Horatio Nelson/*Hiram (U.S.) Grant/Horatio Nelson/RELENTLESS!/OFFENSE!RELENTLESS!/OFFENSE!*Howard Schultz/Homer/*Howard Schultz/Homer/Your CALENDAR Knows!/Best STORY Wins!Your CALENDAR Knows!/Best STORY Wins!*Henry Clay/*Henry Clay/BIG payoff from SMALL COURTESIES!BIG payoff from SMALL COURTESIES!*Herb Kelleher/*Herb Kelleher/It’sIt’s AlwaAlwayyss AllAll aboutabout thethe PEOPLEPEOPLE!!!!!!!!!!!!!!!!!!*Sally Helgesen/Horatio Alger/*Sally Helgesen/Horatio Alger/It’s a BRAND YOU World!/Distinct or extinct! It’s a BRAND YOU World!/Distinct or extinct! *H. Ross Perot/F.A. Hayek/*H. Ross Perot/F.A. Hayek/WHOEVER TRIES THE MOST STUFF WINS!WHOEVER TRIES THE MOST STUFF WINS!*Gary Hamel/*Gary Hamel/You You AREARE who you SPEND TIME with! who you SPEND TIME with! *Vernon Hill/*Vernon Hill/“TGRs”! [Things Gone RIGHT]/Little BIG Things!“TGRs”! [Things Gone RIGHT]/Little BIG Things!*Harley Davidson/*Harley Davidson/EXPERIENCE It!/Every Moment MEMORABLE!EXPERIENCE It!/Every Moment MEMORABLE!*Charles Handy/*Charles Handy/Design Is EVERYTHING!/ Everything is DESIGN! Design Is EVERYTHING!/ Everything is DESIGN! *Hartville Hardware/*Hartville Hardware/MONOPOLY through MONOPOLY through EXCELLENCEEXCELLENCE!!*Heather Schultz/Helen Greiner/*Heather Schultz/Helen Greiner/WOMEN Buy!/WOMEN Roar!/WOMEN Rule!WOMEN Buy!/WOMEN Roar!/WOMEN Rule!*Hewlett Packard/*Hewlett Packard/Make Our Customer a RAGING SUCCESS!Make Our Customer a RAGING SUCCESS!

*Tony Hsieh/Danny Hillis/*Tony Hsieh/Danny Hillis/OnlyOnly WOW!/We Ain’t Seen Nothin’ Yet!!WOW!/We Ain’t Seen Nothin’ Yet!!

The BIG 15.1The BIG 15.1

1. 1. EXECUTION EXECUTION isis strategy! strategy! SWEAT & SWEAT the DETAILS! SWEAT & SWEAT the DETAILS! 2. 2. Never RELENT! Keep MOVING! OFFENSE!Never RELENT! Keep MOVING! OFFENSE!3. 3. You = Your CALENDAR.You = Your CALENDAR. NEVER LOSE TOUCH! STORY Time!NEVER LOSE TOUCH! STORY Time!4. 4. OBSESS: “Small” Courtesies Move MOUNTAINS!OBSESS: “Small” Courtesies Move MOUNTAINS!

5. 5. People People FIRST.FIRST. (And 2(And 2ndnd & 3 & 3rdrd & 4 & 4thth & …) & …)

6.6. BRAND YOU. Stand Out or Stand Down. NO OPTION. BRAND YOU. Stand Out or Stand Down. NO OPTION.7. 7. “Ready. FIRE! Aim.” TRY It … NOW! FAIL FORWARD FAST!“Ready. FIRE! Aim.” TRY It … NOW! FAIL FORWARD FAST!8. 8. You BECOME Who You HANG OUT With: CHOOSE WISELY! You BECOME Who You HANG OUT With: CHOOSE WISELY! 9. 9. OBSESS: “THINGS GONE RIGHT”! POWER: Little BIG OBSESS: “THINGS GONE RIGHT”! POWER: Little BIG Things!Things!10. 10. Make EVERY Contact a MEMORABLE EXPERIENCE! Make EVERY Contact a MEMORABLE EXPERIENCE! 11. 11. Everything is DESIGN! Design is EVERYTHING! Everything is DESIGN! Design is EVERYTHING! 12. 12. MONOPOLY-Anywhere-Everywhere-Through-EXCELLENCE!MONOPOLY-Anywhere-Everywhere-Through-EXCELLENCE!13. 13. WOMEN Buy!WOMEN Buy! WOMEN Roar!WOMEN Roar! WOMEN Rule!WOMEN Rule!14. 14. “Satisfaction++”: Every Customer a … RAGING “Satisfaction++”: Every Customer a … RAGING SUCCESS!SUCCESS!15. 15. 100% “WOW”!100% “WOW”! WE AIN’T SEEN NOTHIN’ YET!WE AIN’T SEEN NOTHIN’ YET!

The BIG 15.2The BIG 15.2

1. 1. EXECUTION!EXECUTION! 2. 2. RELENTLESS!RELENTLESS!3. 3. IN TOUCH! IN TOUCH! 4. 4. “Small” COURTESIES!“Small” COURTESIES!

5. 5. People People FIRST.FIRST.

6.6. BRAND YOU! BRAND YOU! 7. 7. TRY IT!TRY IT!8. 8. “HANG OUT” Power! “HANG OUT” Power! 9. 9. “Things Gone RIGHT”!“Things Gone RIGHT”!10. 10. 100% MEMORABLE Moments! 100% MEMORABLE Moments! 11. 11. DESIGN!DESIGN!12. 12. MONOPOLY-Through-EXCELLENCE!MONOPOLY-Through-EXCELLENCE!13. 13. WOMEN Buy!WOMEN Buy! WOMEN Roar!WOMEN Roar! WOMEN Rule!WOMEN Rule!14. 14. CUSTOMER “SUCCESS”! CUSTOMER “SUCCESS”! 15. 15. 100% “WOW”!100% “WOW”!

H2H2

All you need to know …All you need to know …

HiltonHiltonHiram/Horatio IHiram/Horatio IHoward/HomerHoward/HomerHenry IHenry IHerbHerbHelgesen/Horatio IIHelgesen/Horatio IIHenry II/HayekHenry II/HayekHamelHamelHillHillHarleyHarleyHandyHandyHartvilleHartvilleHeather/HelenHeather/HelenHewlettHewlettHsieh/HillisHsieh/Hillis

All You Need to Know:All You Need to Know: The The 15H15H Theory of Everything Theory of Everything

*Conrad Hilton/EXECUTION *Conrad Hilton/EXECUTION isis Strategy!/Sweat the details! Strategy!/Sweat the details! **Hiram (U.S.) Grant/Horatio Nelson/RELENTLESS!/OFFENSE!Hiram (U.S.) Grant/Horatio Nelson/RELENTLESS!/OFFENSE!*Howard Schultz/Homer/Your CALENDAR Knows!/Best STORY Wins!*Howard Schultz/Homer/Your CALENDAR Knows!/Best STORY Wins!*Henry Clay/BIG payoff from SMALL COURTESIES!*Henry Clay/BIG payoff from SMALL COURTESIES!*Herb Kelleher/*Herb Kelleher/It’sIt’s AlwaAlwayyss AllAll aboutabout thethe PEOPLEPEOPLE!!!!!!!!!!!!!!!!!!*Sally Helgesen/Horatio Alger/It’s a BRAND YOU World!/Distinct or extinct! *Sally Helgesen/Horatio Alger/It’s a BRAND YOU World!/Distinct or extinct! *H. Ross Perot/F.A. Hayek/WHOEVER TRIES THE MOST STUFF WINS!*H. Ross Perot/F.A. Hayek/WHOEVER TRIES THE MOST STUFF WINS!*Gary Hamel/You *Gary Hamel/You AREARE who you SPEND TIME with! who you SPEND TIME with! *Vernon Hill/“TGRs”! [Things Gone RIGHT]/Little BIG Things!*Vernon Hill/“TGRs”! [Things Gone RIGHT]/Little BIG Things!*Harley Davidson/EXPERIENCE It!/Every Moment MEMORABLE!*Harley Davidson/EXPERIENCE It!/Every Moment MEMORABLE!*Charles Handy/Design Is EVERYTHING!/ Everything is DESIGN! *Charles Handy/Design Is EVERYTHING!/ Everything is DESIGN! *Hartville Hardware/MONOPLY through *Hartville Hardware/MONOPLY through EXCELLENCEEXCELLENCE!!*Heather Schultz/Helen Greiner/WOMEN Buy!/WOMEN Roar!/WOMEN Rule!*Heather Schultz/Helen Greiner/WOMEN Buy!/WOMEN Roar!/WOMEN Rule!*Hewlett Packard/Make Our Customer a RAGING SUCCESS!*Hewlett Packard/Make Our Customer a RAGING SUCCESS!

*Tony Hsieh/Danny Hillis/Only WOW!/We Ain’t Seen Nothin Yet!!*Tony Hsieh/Danny Hillis/Only WOW!/We Ain’t Seen Nothin Yet!!

Relentless!Relentless!

““One of my superstitions had One of my superstitions had always been when I started to always been when I started to

go anywhere or to do go anywhere or to do

anything,anything, not not to to turnturn backback ,, or or

stop, until the thing intended stop, until the thing intended was accomplished.”was accomplished.” —Grant*

*Ulysses Simpson Grant (U.S. Grant) was actually Hiram Ulysses Grant

““This [adolescent] incident [of getting from point A to point B on This [adolescent] incident [of getting from point A to point B on horseback in the face of incredible obstacles—to see a girlfriend] horseback in the face of incredible obstacles—to see a girlfriend]

is notable not only because it underlines Grant’s fearless is notable not only because it underlines Grant’s fearless horsemanship and his determination, but also it is the first known horsemanship and his determination, but also it is the first known

example of a very important peculiarity of his character:example of a very important peculiarity of his character:

Grant had an extreme, almost Grant had an extreme, almost pphobic dislike of turninhobic dislike of turningg back and back and retracinretracingg his ste his steppss.. If he set out for somewhere, If he set out for somewhere, he would get there somehow, whatever the difficulties that lay in he would get there somehow, whatever the difficulties that lay in his way. This idiosyncrasy would turn out to be one the factors his way. This idiosyncrasy would turn out to be one the factors

that made him such a formidable general. that made him such a formidable general. Grant would Grant would alwaalwayys, alwas, alwayys s ppress onress on——turninturningg

back was not an oback was not an opption for himtion for him.”.” ——

Michael Korda, Michael Korda, Ulysses GrantUlysses Grant

The 2The 2ndnd “H”“H” is General Ulysses S. is General Ulysses S. Grant, whose real name was Hiram Grant, whose real name was Hiram Ulysses Grant. (It’s a long story.) Ulysses Grant. (It’s a long story.) Grant, who Teddy Roosevelt called one Grant, who Teddy Roosevelt called one of the three greatest Americans along of the three greatest Americans along with Washington and Lincoln, was with Washington and Lincoln, was above all known for always being on above all known for always being on the move, refusing to ever turn back—the move, refusing to ever turn back—and going and going until he achieved and going and going until he achieved his objective. his objective.

The word that comes to mind is my The word that comes to mind is my more or less favorite word in the more or less favorite word in the English language:English language:

RELENTLESSRELENTLESS..

Re-Re-lentlent-less-less

The Fact is, I more or less find that The Fact is, I more or less find that

“relentless”“relentless” is the answer is the answer to … to … pretty much everything of pretty much everything of significancesignificance … that is accomplished! … that is accomplished!

(Not very helpful, but nonetheless (Not very helpful, but nonetheless true.)true.)

““It is no use saying It is no use saying ‘We are doing our ‘We are doing our

best.’best.’ You have got to You have got to succeedsucceed

in doing what is in doing what is

necessarynecessary.”.” —Winston Churchill

More of the same. More of the same. ““He tried his best”/“He tried his best”/“II tried my best” is tried my best” is simply inadequate.simply inadequate.(Per Churchill.)(Per Churchill.)(And me.)(And me.)

““Know when to Know when to hold ’em, know hold ’em, know

when to fold when to fold

’em”’em” = = Pure Pure crapcrap! !

I get the point.I get the point.But …But …

NobodyNobody but but nobodynobody (but(but nobody nobody ) ) made it into a history book who “knew made it into a history book who “knew when to fold ’em.” Those who grace when to fold ’em.” Those who grace the pages of history books had an idea the pages of history books had an idea to which they were committed with to which they were committed with abiding passion—and an idea abiding passion—and an idea invariably opposed by the reigning invariably opposed by the reigning hierarchs. Their answer was, in effect, hierarchs. Their answer was, in effect, to to “outlast the bastards.”“outlast the bastards.”

Tactical retreats? Occasionally Tactical retreats? Occasionally necessary. But fold ’em? Never. necessary. But fold ’em? Never. (Though I’m in fact certain that (Though I’m in fact certain that General Grant would never have General Grant would never have acknowledged for a second the notion acknowledged for a second the notion of “tactical retreats”!) of “tactical retreats”!)

““Whenever anything Whenever anything is being is being

accomplished, I have accomplished, I have learned, it is being learned, it is being

done by a done by a monomaniac with a monomaniac with a

mission.”mission.” —Peter Drucker

"The reasonable man adapts "The reasonable man adapts himself to the world. The himself to the world. The

unreasonable one persists in unreasonable one persists in trying to adapt the world to trying to adapt the world to

himself.himself. Therefore, all progress depends upon the unreasonable man.”

—GB Shaw, Man and Superman: The Revolutionists' Handbook.

Marie & Paul CurieMarie & Paul Curie

Discovered radium through Discovered radium through radioactivity. Needed to isolate the radioactivity. Needed to isolate the

substance itself as proof of existence. substance itself as proof of existence.

Sorbonne gives them old shed.Sorbonne gives them old shed.

FOUR FOUR yyearsears. . 400 tons of 400 tons of waterwater. . 40 tons of 40 tons of

corrosive chemicalscorrosive chemicals.. 28 28 March 1902.March 1902. Extract 1/10Extract 1/10tthh ggram of radium chlorideram of radium chloride..

Never fold!Never fold!

Least reasonable persons I’ve met? Least reasonable persons I’ve met? #1 #1 STEVE JOBSSTEVE JOBS. . #2 #2 RICHARD BRANSONRICHARD BRANSON..

Jobs fold?Jobs fold?Never.Never.Branson fold?Branson fold?Never. Never.

““Success seems to Success seems to be largely a be largely a

mattermatter of of hanginghanging onon

after others haveafter others have let go.” let go.” —William Feather, author, entrepreneur

““incredible incredible power of power of

endurance”endurance” ——

political political colleague, on Nicolas Sarkozy, repeatedly written off by the colleague, on Nicolas Sarkozy, repeatedly written off by the public andpublic and

the celestial powers of French politics. the celestial powers of French politics.

This speaks to another “R” word I love, This speaks to another “R” word I love, relentless’ twin brother …relentless’ twin brother …

RESILIENTRESILIENT..

That is … bloodied but unbowed.That is … bloodied but unbowed.

Resilience is a trait that should be explicitly Resilience is a trait that should be explicitly sought in every new hire—and then trained.sought in every new hire—and then trained.

Some of those who escaped the Twin Towers Some of those who escaped the Twin Towers on 9/11 had been well trained, and hence on 9/11 had been well trained, and hence reacted without thinking, which is the key reacted without thinking, which is the key under stress. under stress.

(Interestingly, research shows that the most (Interestingly, research shows that the most “heroic” soldiers are the ones who are best “heroic” soldiers are the ones who are best trained, not the ones who are, say, the most trained, not the ones who are, say, the most patriotic!)patriotic!)

““If Richard [Holbrooke] If Richard [Holbrooke] calls and asks you for calls and asks you for

something, just say ‘Yes.’ something, just say ‘Yes.’ If you say ‘No,’ you’ll If you say ‘No,’ you’ll

eventually get to yes, but eventually get to yes, but the journey will be very the journey will be very painful.”painful.” —Henry Kissinger on the late —Henry Kissinger on the late

diplomat-problemsolver Richard Holbrookediplomat-problemsolver Richard Holbrooke

Holbrooke had extraordinary successes Holbrooke had extraordinary successes during his distinguished diplomatic during his distinguished diplomatic career. Kissinger, hardly a pushover, career. Kissinger, hardly a pushover, speaks to what was arguably speaks to what was arguably Holbrooke’s #1 success trait—bloody Holbrooke’s #1 success trait—bloody mindedness, an unyielding refusal to mindedness, an unyielding refusal to give up regardless of the odds and give up regardless of the odds and regardless of the personal cost. It was, regardless of the personal cost. It was, effectively, impossible to wear him effectively, impossible to wear him down—so, as Kissinger says, your best down—so, as Kissinger says, your best bet was not to waste inordinate time bet was not to waste inordinate time trying! trying!

72/172/1/5/5

Success =Success =

Elizabeth Cady StantonElizabeth Cady Stanton (1815-1902(1815-1902)), , Lucretia Mott, Martha Wright,Lucretia Mott, Martha Wright,

Mary Ann McClintock, Jane Hunt Mary Ann McClintock, Jane Hunt (07.13.1848/Seneca falls, ny) (07.13.1848/Seneca falls, ny)

++7272 years, years, 11 month, month, 55 daysdays (08.18.1920/nashville, tn) (08.18.1920/nashville, tn)

My hero, the Mother of Women’s Suffrage in My hero, the Mother of Women’s Suffrage in America, Elizabeth Cady Stanton, from America, Elizabeth Cady Stanton, from

Elisabeth Griffin, Elisabeth Griffin, In Her Own Right: The Life In Her Own Right: The Life

of Elizabeth Cady Stanton of Elizabeth Cady Stanton :: “She was “She was defeated again and again and defeated again and again and again, but she continued the again, but she continued the

struggle with passionate struggle with passionate impatience.” “She had survived impatience.” “She had survived her husband, outlived most ofher husband, outlived most of

her enemies, and exhausted her her enemies, and exhausted her allies. Her mind remained alert, allies. Her mind remained alert,

her mood optimistic, and her her mood optimistic, and her manner combative.”manner combative.”

Consider the women’s suffrage movement in Consider the women’s suffrage movement in the USA. Born, effectively, at Seneca Falls, NY, the USA. Born, effectively, at Seneca Falls, NY, on on 13 July 184813 July 1848; came to fruition on ; came to fruition on 18 August 18 August 19201920 when the 19 when the 19thth Amendment to the U.S. Amendment to the U.S. Constitution was ratified by Tennessee. (The Constitution was ratified by Tennessee. (The ratification vote in TN was the 909ratification vote in TN was the 909thth and last and last election campaign associated with suffrage.) election campaign associated with suffrage.)

““Hanging in” can mean … Hanging in” can mean … DECADESDECADES..

RelentlessRelentless!!ResilientResilient!!

Me … for Me … for what it’s what it’s worth. worth.

Don't talk much to myself, but one mantra I Don't talk much to myself, but one mantra I

chant aloud:chant aloud: "One step at a "One step at a time." Don't be time." Don't be

overwhelmed by overwhelmed by anything, just-take-the- anything, just-take-the-

next-damn-step.next-damn-step.

H2.1H2.1

Resilient!Resilient!

Relentless.Relentless.ResilientResilient..

““HROs HROs [High Reliability Organizations][High Reliability Organizations] do not ignore do not ignore foresight and anticipation, but they are foresight and anticipation, but they are

mindful of its limitations. Under the mindful of its limitations. Under the assumption that uncertainty is assumption that uncertainty is

irreducible and that the sources of harm irreducible and that the sources of harm are limitless, are limitless, HROs invest more of their HROs invest more of their resources to help people contain and resources to help people contain and bounce back from unexpected events bounce back from unexpected events

after they begin to occurafter they begin to occur.”.”

——Karl Weick and Kathleen Sutcliffe, Karl Weick and Kathleen Sutcliffe, Managing the Unexpected Managing the Unexpected (some tactics: fill in for one another, adhocracy—K.I.S.S., (some tactics: fill in for one another, adhocracy—K.I.S.S.,

transparency, incipient command structure, post-hoc analysis, transparency, incipient command structure, post-hoc analysis, act>think rather than think>act, informal networks of act>think rather than think>act, informal networks of extraneous resources at the ready, boss is whoever isextraneous resources at the ready, boss is whoever is

closest to the problem, expertise>rank)closest to the problem, expertise>rank)

I vigorously contend that resilience is of the utmost I vigorously contend that resilience is of the utmost importance—especially in the cockamamie world we importance—especially in the cockamamie world we inhabit. I think we give it perhaps more than lip serviceinhabit. I think we give it perhaps more than lip service—but often do not consider it a top strategic priority. —but often do not consider it a top strategic priority.

One of my greatest mentors, Karl Weick, has written One of my greatest mentors, Karl Weick, has written about “high reliability organizations”—and, hence, about “high reliability organizations”—and, hence, resilience.resilience.

As Weick says: “Under the assumption that uncertainty As Weick says: “Under the assumption that uncertainty is irreducible and that the sources of harm are limitless is irreducible and that the sources of harm are limitless …” That is, stuff happens regardless of the quality of …” That is, stuff happens regardless of the quality of our planning and systems. And, frankly, when the our planning and systems. And, frankly, when the unexpected arrives—one needs some troops to have unexpected arrives—one needs some troops to have been at the ready, and whom can instantly be available been at the ready, and whom can instantly be available to put their collective fingers in the dike. to put their collective fingers in the dike.

““Excess resources” is not a popular term in tough Excess resources” is not a popular term in tough times. Nonetheless, Weick’s message is important and times. Nonetheless, Weick’s message is important and timely. timely. I strongly urge you to read his and Kathleen Sutcliffe’s I strongly urge you to read his and Kathleen Sutcliffe’s book … book … Managing the Unexpected.Managing the Unexpected.

Observable Attributes of Resilient INDIVIDUALSObservable Attributes of Resilient INDIVIDUALS

**Inner calm.**Inner calm.**High self-knowledge (“comfortable in one’s own skin”).**High self-knowledge (“comfortable in one’s own skin”).**Breadth of out-of-the-ordinary experience—drove a cab, worked **Breadth of out-of-the-ordinary experience—drove a cab, worked construction, ran Alaska tours, did Teach for America.construction, ran Alaska tours, did Teach for America.**Appetite for modestly controlled chaos (quite literally revels in **Appetite for modestly controlled chaos (quite literally revels in messy situations—“comes to life” in them).messy situations—“comes to life” in them).**Reaches out effortlessly to a wide variety of people (in general and **Reaches out effortlessly to a wide variety of people (in general and on the fly).on the fly).**Exudes energy.**Exudes energy.**Known for integrity, a “straight shooter.”**Known for integrity, a “straight shooter.”**Sense of humor! (Critical! Able to break the insane level of **Sense of humor! (Critical! Able to break the insane level of tension.)tension.)**Empathy (“I feel your pain”—not weepy empathy, but obvious **Empathy (“I feel your pain”—not weepy empathy, but obvious human compassion; understands that some people have little human compassion; understands that some people have little resilience, and treats such folk with respect, not as “losers”).resilience, and treats such folk with respect, not as “losers”).**“Cruelty”! (Must make tough decisions instantaneously, without **“Cruelty”! (Must make tough decisions instantaneously, without looking back.)looking back.)**Decisive, but not rigid.**Decisive, but not rigid.**A strong individual, and an equally strong team player. (Nirvana, **A strong individual, and an equally strong team player. (Nirvana, of course, but one can aim to find these two traits co-mingled.)of course, but one can aim to find these two traits co-mingled.)**Understands the chain of command and its importance—and **Understands the chain of command and its importance—and evades it as necessary.evades it as necessary.**Comfortable being challenged by thinkers, but with a strong **Comfortable being challenged by thinkers, but with a strong “doer” bias overall.“doer” bias overall.**A person of Hope. (“religious-like”?)**A person of Hope. (“religious-like”?)

A big part of the resilience issue is A big part of the resilience issue is explicitlyexplicitly hiring for it—and then making it a hiring for it—and then making it a routineroutine part of evaluations. part of evaluations. (“Routine,” because, to (“Routine,” because, to repeat myself, madness is indeed “routine”—repeat myself, madness is indeed “routine”—businessbusiness asas unusualunusual—these days.)—these days.)

And “hiring for it” means, more or less, for And “hiring for it” means, more or less, for 100% of jobs.100% of jobs.

I do not pretend to be an expert on this topic, I do not pretend to be an expert on this topic, so this list is merely suggestive—the sorts of so this list is merely suggestive—the sorts of things, in my experience, that indeed things, in my experience, that indeed characterize resilient people.characterize resilient people.

““The ones whoThe ones who were AV guys, not were AV guys, not the Ph.D.s, makethe Ph.D.s, make the best project the best project

managers.”managers.”——CEO, large software organizationCEO, large software organization

The software systems outfit had several The software systems outfit had several thousand employees. Big systems work for thousand employees. Big systems work for various government agencies was its bread various government agencies was its bread and butter. During a long chat with the CEO, and butter. During a long chat with the CEO, we got on the topic of project managers. As we got on the topic of project managers. As indicated above, he said it’s not the ones with indicated above, he said it’s not the ones with the academic credentials who are his stars. the academic credentials who are his stars. It’s the ones who are use to dealing on the fly It’s the ones who are use to dealing on the fly with a thousand loose ends and rapidly with a thousand loose ends and rapidly changing circumstances. E.g., “the [former] changing circumstances. E.g., “the [former] AV guys”; they’re used to reacting in a flash AV guys”; they’re used to reacting in a flash when the lights go out in an auditorium just when the lights go out in an auditorium just as 1,500 people are pouring in and the like.as 1,500 people are pouring in and the like.

They have road-tested … They have road-tested … RESILIENCERESILIENCE!!

Observable Attributes of Resilient ORGANIZATIONSObservable Attributes of Resilient ORGANIZATIONS

**Conscious hiring of resilient folks at all levels and in all functions. **Conscious hiring of resilient folks at all levels and in all functions. (I.e., “demonstrated resilience” is on the spec sheet.)(I.e., “demonstrated resilience” is on the spec sheet.)**Promotion for demonstrated resilience—be explicit about so doing.**Promotion for demonstrated resilience—be explicit about so doing.**Decentralization!!! (In organizational structure, physical **Decentralization!!! (In organizational structure, physical configuration, and systems alike. Decentralization = Less hooked up. configuration, and systems alike. Decentralization = Less hooked up. (Helps avoid “house of cards” problem.)(Helps avoid “house of cards” problem.)**Shadow “emergency organization”—ready to roll. (“Excess” **Shadow “emergency organization”—ready to roll. (“Excess” resources available to throw into the breach—the “just-in-time,” zero resources available to throw into the breach—the “just-in-time,” zero inventory-zero slack concept works brilliantly in maximizing efficiency inventory-zero slack concept works brilliantly in maximizing efficiency when things run smoothly, but it is an unmitigated disaster when when things run smoothly, but it is an unmitigated disaster when uncertainty and ambiguity and confusion rule.)uncertainty and ambiguity and confusion rule.)**Very serious “War gaming.” (But don’t let it lead to false confidence! **Very serious “War gaming.” (But don’t let it lead to false confidence! To some extent, if you can game it, it ain’t a Black Swan.)To some extent, if you can game it, it ain’t a Black Swan.)**Redundancy!!! (Redundancy in “trivial stuff” is a must—there is **Redundancy!!! (Redundancy in “trivial stuff” is a must—there is nothing “trivial” about “extra” flashlights when a Black Swan appears.)nothing “trivial” about “extra” flashlights when a Black Swan appears.)**Culture of (1) self-starting, (2) caring and respect, (3) execution as **Culture of (1) self-starting, (2) caring and respect, (3) execution as Priority #1, (4) accountability-responsibility by 100 percent of folks. Priority #1, (4) accountability-responsibility by 100 percent of folks. (Oddly, or not so oddly, the illegal Mexican immigrant who sneaks (Oddly, or not so oddly, the illegal Mexican immigrant who sneaks across a guarded border successfully and is now a busboy may well across a guarded border successfully and is now a busboy may well have far more resilience than a Summa Cum Laude Harvard grad!)have far more resilience than a Summa Cum Laude Harvard grad!)

Observable Attributes of Resilient ORGANIZATIONSObservable Attributes of Resilient ORGANIZATIONS

**“Culture of Resilience” (as a de jure explicit “plank” of organizational **“Culture of Resilience” (as a de jure explicit “plank” of organizational values set).values set).**Focusing obsessively on initiative-taking at the front line. (One of the **Focusing obsessively on initiative-taking at the front line. (One of the great pitfalls of contingency planning is that it more or less depends on great pitfalls of contingency planning is that it more or less depends on well and expensively equipped “first responders” to guide affairs. well and expensively equipped “first responders” to guide affairs. Overwhelming evidence indicates that the on-the-spot participants make Overwhelming evidence indicates that the on-the-spot participants make most of the critical decisions—before even the most agile of First most of the critical decisions—before even the most agile of First Responders appears on the scene.)Responders appears on the scene.)**MBWA (Management by Wandering Around)—communicate all the time **MBWA (Management by Wandering Around)—communicate all the time about everything “at the coal face.”about everything “at the coal face.”**Transparency. (Keeping everyone in the know, no one in the dark.)**Transparency. (Keeping everyone in the know, no one in the dark.)**Financial padding. (Cash on hand, etc., needed if the computer system **Financial padding. (Cash on hand, etc., needed if the computer system crashes for a few days).crashes for a few days).**Excellent equipment. (But ...)**Excellent equipment. (But ...)**Remember that ... Training Trumps Equipment. **Remember that ... Training Trumps Equipment. **Ability to get by for (quite) a while without IS-IT. (This is imperative **Ability to get by for (quite) a while without IS-IT. (This is imperative and perhaps expensive; but the odds of a serious cyber-interruption are and perhaps expensive; but the odds of a serious cyber-interruption are close to 100 percent.)close to 100 percent.)**Testing the whole organization with uncomfortable situations—sports **Testing the whole organization with uncomfortable situations—sports teams routinely do it, why not your accounting department?teams routinely do it, why not your accounting department?**Pattern of promoting an unusually high share of mavericks. (Mavericks **Pattern of promoting an unusually high share of mavericks. (Mavericks think “weird is normal.”)think “weird is normal.”)**Diversity per se!!!!!!!! (Differing views and backgrounds are priceless, **Diversity per se!!!!!!!! (Differing views and backgrounds are priceless, especially in exceptional circumstances—nothing better than having especially in exceptional circumstances—nothing better than having someone who at age 20 was an Israeli tank commander.)someone who at age 20 was an Israeli tank commander.)

Resilient individuals.Resilient individuals.Resilient organizations.Resilient organizations.StrateStrateggicic..UrgentUrgent..ActionableActionable..

2R2R “Theory of Everything” “Theory of Everything”

RelentlessRelentlessResilientResilient

There’s a lot more of course—e.g. each There’s a lot more of course—e.g. each of the 15 “Hs.” Nonetheless, these two of the 15 “Hs.” Nonetheless, these two are clearly “that without which there is are clearly “that without which there is nothing.”nothing.”

Nice distinction.Nice distinction.((ProfoundProfound distinction.) distinction.)

RESILIENCE: RESILIENCE: Hire for it!Hire for it!RESILIENCE: RESILIENCE: Train for it!Train for it!RESILIENCE:RESILIENCE: Evaluate for it! Evaluate for it!RESILIENCE: RESILIENCE: Promote for it!Promote for it!RESILIENCE: RESILIENCE: Top of mind (Daily)Top of mind (Daily)RESILIENCE = RESILIENCE = StrategyStrategy

““Lick ’em Lick ’em tomorrow”tomorrow”

—U.S. Grant—U.S. Grant

General U.S. Grant had a horrid first General U.S. Grant had a horrid first day at Shiloh. General W.T. Sherman day at Shiloh. General W.T. Sherman went to Grant’s tent that night and went to Grant’s tent that night and suggested a possible backing off to suggested a possible backing off to regroup. Grant was calmly smoking regroup. Grant was calmly smoking and whittling a piece of wood. He and whittling a piece of wood. He looked up at Sherman and quietly said looked up at Sherman and quietly said “Lick ’em tomorrow.”“Lick ’em tomorrow.”

He did!He did!Resilience!Resilience!

H2.2H2.2

Goal/Skill #1: Goal/Skill #1: The The

“Adaptive” “Adaptive” OrganizationOrganization

There is a lot of talk about “adaptive organizations,” as There is a lot of talk about “adaptive organizations,” as there should be. In these perilous and fast-changing there should be. In these perilous and fast-changing times, adaptivity is arguably Skill/Goal #1—and the times, adaptivity is arguably Skill/Goal #1—and the bones of those, old and young, who failed to adapt litter bones of those, old and young, who failed to adapt litter the landscape. the landscape.

Books can be and have been and will be written about Books can be and have been and will be written about the topic. Dozens of ’em. But I want to pound a stake the topic. Dozens of ’em. But I want to pound a stake into the ground. I doubtless wildly over-simplify, but I into the ground. I doubtless wildly over-simplify, but I insist that there is a one-variable answer to the insist that there is a one-variable answer to the adaptivity issue—moreover, treatment of that variable adaptivity issue—moreover, treatment of that variable is “the” answer to this conundrum and it has been with is “the” answer to this conundrum and it has been with us, unchanged, for eons. It has been the determining us, unchanged, for eons. It has been the determining success-fail, life-death factor for companies and armies success-fail, life-death factor for companies and armies alike.alike.

In short: In short: Adaptivity is more or less a 100% Adaptivity is more or less a 100% function of the workforce and how it is function of the workforce and how it is recruited and developed and encouraged and recruited and developed and encouraged and appreciated—or not.appreciated—or not.

Goal/Skill #1: The “Adaptive” OrganizationGoal/Skill #1: The “Adaptive” Organization

Adaptive organizations will have workforces which …Adaptive organizations will have workforces which …

*Are hired for *Are hired for attitudeattitude and and charactercharacter and proven and proven teamworkteamwork as as much or more than for skillmuch or more than for skill*Are respected and trusted and visibly *Are respected and trusted and visibly aappppreciatedreciated and and celebratedcelebrated*Are in on pretty much everything in an environment of*Are in on pretty much everything in an environment of information sharing and transparencyinformation sharing and transparency*Are *Are trainedtrained and and rere--trainedtrained ad infinitum— ad infinitum—you can, in effect, you can, in effect, nevernever spend too much time or money on training and re-trainingspend too much time or money on training and re-training*Treat “learning new stuff”—*Treat “learning new stuff”—each and every dayeach and every day —as a near —as a near holyholy responsibilityresponsibility*Believe that every one of us and every outsider has *Believe that every one of us and every outsider has somethingsomething worthy to teach usworthy to teach us*Are routinely exposed to an “insane” variety of outsiders who*Are routinely exposed to an “insane” variety of outsiders who offer constant stimulation and direct challenges to offer constant stimulation and direct challenges to conventionalconventional organizational/marketplace wisdomorganizational/marketplace wisdom*Are given the *Are given the autonomautonomy (with concomitant accountability) toy (with concomitant accountability) to and encouragement to and encouragement to “try it,”“try it,” almost any “it,” at the drop of almost any “it,” at the drop of aa hat—hat—and then try it and try it again and againand then try it and try it again and again

Adaptive organizations Adaptive organizations will have workforces will have workforces which are hired for which are hired for

attitudeattitude and and charactercharacter and proven and proven teamworkteamwork as much or more than as much or more than

for skill.for skill.

Adaptivity is more or Adaptivity is more or

less a less a 100%100% function function of the workforce and of the workforce and

how it is recruited and how it is recruited and developed and developed and

encouraged and encouraged and appreciated—or not.appreciated—or not.

Enterprise adaptivity is a function of Enterprise adaptivity is a function of

more or less only more or less only oneone thing: thing:

energy and spirit energy and spirit and engagement and engagement of and autonomy of and autonomy granted to the granted to the

workforce.workforce.

Goal/Skill #1: The “Adaptive” OrganizationGoal/Skill #1: The “Adaptive” Organization

Adaptive organizations will have workforces which …Adaptive organizations will have workforces which …

*Are hired for attitude and character and proven teamwork as much or more than for skill*Are hired for attitude and character and proven teamwork as much or more than for skill*Are respected and trusted and visibly appreciated and celebrated*Are respected and trusted and visibly appreciated and celebrated*Are in on pretty much everything in an environment of information sharing and transparency*Are in on pretty much everything in an environment of information sharing and transparency*Are trained and re-trained ad infinitum—you can, in effect, never spend too much time or *Are trained and re-trained ad infinitum—you can, in effect, never spend too much time or money on training and re-trainingmoney on training and re-training*Treat “learning new stuff”—each and every day—as a near holy responsibility*Treat “learning new stuff”—each and every day—as a near holy responsibility*Believe that every one of us and every outsider has something worthy to teach us*Believe that every one of us and every outsider has something worthy to teach us*Are routinely exposed to an “insane” variety of outsiders who offer constant stimulation and *Are routinely exposed to an “insane” variety of outsiders who offer constant stimulation and direct challenges to conventional organizational/marketplace wisdomdirect challenges to conventional organizational/marketplace wisdom*Are given the autonomy (with concomitant accountability) to and encouragement to “try it,” *Are given the autonomy (with concomitant accountability) to and encouragement to “try it,” almost any “it,” at the drop of a hat—and then try it and try it again and againalmost any “it,” at the drop of a hat—and then try it and try it again and again*Are guaranteed that “useful failures” are cheered rather than jeered*Are guaranteed that “useful failures” are cheered rather than jeered*Are bound by a coda that shouts “good enough is never good enough”*Are bound by a coda that shouts “good enough is never good enough”*Are all “dreamers with deadlines,” committed to pursuit of the novel and disruptive—and *Are all “dreamers with deadlines,” committed to pursuit of the novel and disruptive—and equally committed to flawless and timely executionequally committed to flawless and timely execution*Laugh a lot at themselves and their foibles and pratfalls*Laugh a lot at themselves and their foibles and pratfalls*Are, while civil to a fault, irreverent about damn near anything other than integrity and *Are, while civil to a fault, irreverent about damn near anything other than integrity and decencydecency*Are responsible for each other’s mentoring and growth*Are responsible for each other’s mentoring and growth*Believe that their role—each and every one—is to serve, to serve each other and to serve *Believe that their role—each and every one—is to serve, to serve each other and to serve each member of our family of organizations (vendors, customers, communities, etc.)each member of our family of organizations (vendors, customers, communities, etc.)*Are diverse to a fault—not legalistically diverse, but from every background imaginable*Are diverse to a fault—not legalistically diverse, but from every background imaginable*Are insistent that each and every one is treated as an utterly indispensable member of the *Are insistent that each and every one is treated as an utterly indispensable member of the team—there are no bit playersteam—there are no bit players*Relentlessly pursue no less than EXCELLENCE in all we do, in tough times even more than in *Relentlessly pursue no less than EXCELLENCE in all we do, in tough times even more than in times of economic good healthtimes of economic good health

H2.3H2.3

““other admirals other admirals more frightenedmore frightened of losing than of losing than

anxious to win”anxious to win”

On ADMIRAL HORATIO NELSON*:On ADMIRAL HORATIO NELSON*: “[other] “[other] admirals more admirals more frightened of frightened of losing than losing than

anxious to win”anxious to win”*Andrew Lambert,*Andrew Lambert, Nelson: Britannia’s God of War Nelson: Britannia’s God of War

““H”H” 2.1 is 2.1 is Admiral Horatio NelsonAdmiral Horatio Nelson. (Nelson . (Nelson and Grant are the “modern” military heroes I and Grant are the “modern” military heroes I most admire. I admit to being no expert on most admire. I admit to being no expert on the ancient heroes like Hannibal, Alexander the ancient heroes like Hannibal, Alexander and Genghis Kahn.)and Genghis Kahn.)

Nelson, like Grant 60 years later, just kept Nelson, like Grant 60 years later, just kept moving—always on the offensive. And as U.S. moving—always on the offensive. And as U.S. Grant was “Unconditional Surrender” Grant, Grant was “Unconditional Surrender” Grant, Nelson sought total victory—which made him Nelson sought total victory—which made him far different from most of his peers who far different from most of his peers who would often retreat in the face of larger would often retreat in the face of larger forces or fail to chase down the remnants of forces or fail to chase down the remnants of an enemy fleet after a success which could an enemy fleet after a success which could have been converted into an overwhelming have been converted into an overwhelming victory.victory.

Nelson’s habit re-shaped the world.Nelson’s habit re-shaped the world.

The Nelson Baker’s DozenThe Nelson Baker’s Dozen

1. Simple-clear scheme (“Plan”) (Not wildly imaginative) (Patton: “A good plan1. Simple-clear scheme (“Plan”) (Not wildly imaginative) (Patton: “A good plan executed with vigor right now tops a ‘perfect’ plan executed next week.”)executed with vigor right now tops a ‘perfect’ plan executed next week.”)2. 2. SOARING/BOLD/CLEAR/UNEQUIVOCAL/WORTHY/NOBLE/INSPIRINGSOARING/BOLD/CLEAR/UNEQUIVOCAL/WORTHY/NOBLE/INSPIRING “ “GOAL”/“MISSION”/“PURPOSE”/“QUEST”GOAL”/“MISSION”/“PURPOSE”/“QUEST”3. “Conversation”: Engagement of All Leaders3. “Conversation”: Engagement of All Leaders4. Leeway for Leaders: Select the Best/Dip Deep/Initiative demanded/Accountability4. Leeway for Leaders: Select the Best/Dip Deep/Initiative demanded/Accountability swift/Micromanagement absent (Unheard of in Nelson’s day)swift/Micromanagement absent (Unheard of in Nelson’s day)5. 5. LED BY “LOVE” LED BY “LOVE” (Lambert),(Lambert), NOT “AUTHORITY” NOT “AUTHORITY” (Identify with sailors!)(Identify with sailors!)6. Instinct/Seize the Moment/“Impetuosity” (Boyd’s “OODA Loops”: React more 6. Instinct/Seize the Moment/“Impetuosity” (Boyd’s “OODA Loops”: React more quickly than opponent, destroy opponent’s “world view”)quickly than opponent, destroy opponent’s “world view”)7. 7. VIGOR! VIGOR! (Zander: leader as “Dispenser of Enthusiasm”)(Zander: leader as “Dispenser of Enthusiasm”)8. Peerless Basic Skills/Mastery of Craft (Seamanship)8. Peerless Basic Skills/Mastery of Craft (Seamanship)9. Workaholic! (“Duty” first, second, and third)9. Workaholic! (“Duty” first, second, and third)10. 10. LEAD BY CONFIDENT & DETERMINED & CONTINUOUS & VISIBLE EXAMPLE LEAD BY CONFIDENT & DETERMINED & CONTINUOUS & VISIBLE EXAMPLE (In (In Harm’s Way) (Gandhi: “You must be the change you wish to see in the world”/Harm’s Way) (Gandhi: “You must be the change you wish to see in the world”/11. Genius (“Transform the world to conform to their ideas,” “Triumph over rules”)11. Genius (“Transform the world to conform to their ideas,” “Triumph over rules”) (Gandhi, Lee-Singapore), not Greatness (“Make the most of their world”) (Gandhi, Lee-Singapore), not Greatness (“Make the most of their world”) 12. Luck! (Right time, right place; survivor) (“Lucky Eagle” vs “Bold Eagle”)12. Luck! (Right time, right place; survivor) (“Lucky Eagle” vs “Bold Eagle”)13. Others’ principal shortcoming:13. Others’ principal shortcoming: “OTHER “OTHER ADMIRALS MORE FRIGHTENED OFADMIRALS MORE FRIGHTENED OF LOSINGLOSING THAN ANXIOUS TO WINTHAN ANXIOUS TO WIN””

Source: adapted from Andrew Lambert, Source: adapted from Andrew Lambert, Nelson: Britannia’s God of WarNelson: Britannia’s God of War

More Nelson.More Nelson.F.Y.I.F.Y.I.

Greatness:Greatness: “Make the most “Make the most of their world”of their world”

Genius [à la Nelson]:Genius [à la Nelson]: “Transform “Transform the world to conform to the world to conform to their ideas”/“Triumph their ideas”/“Triumph over the rules”over the rules”

Source: Andrew Lambert, Source: Andrew Lambert, Nelson: Britannia’s God of WarNelson: Britannia’s God of War

Nice distinction.Nice distinction.((ProfoundProfound distinction.) distinction.)

The greatest dangerThe greatest dangerfor most of usfor most of us

is not that our aim isis not that our aim istoo hightoo high

and we miss it,and we miss it,but that it isbut that it is

too lowtoo lowand we reach it.and we reach it.

MichelangeloMichelangelo

One of my small handful of favorite One of my small handful of favorite slides. slides. (Among 5,000+)(Among 5,000+)

All I’d add is:All I’d add is:

OH SO TRUE. OH SO TRUE. OH SO TRAGIC.OH SO TRAGIC.OH SO OFTEN.OH SO OFTEN.

““ARE YOU BEING ARE YOU BEING REASONABLE? Most REASONABLE? Most

people are people are reasonable; that’s reasonable; that’s why they only do why they only do reasonably well.”reasonably well.”

Source: Paul Arden, Whatever You Think Think the Opposite

OH SO TRUE. OH SO TRUE. OH SO TRAGIC.OH SO TRAGIC.OH SO OFTEN.OH SO OFTEN.

““Never bite off Never bite off less than you less than you

can chew”can chew”

—Freddy Adu, teenage soccer phenom (from Audi’s “Never Follow” Website)—Freddy Adu, teenage soccer phenom (from Audi’s “Never Follow” Website)

Freddy is not to be equated Freddy is not to be equated with Michelangelo …with Michelangelo …

or is he?or is he?

The BIG 15The BIG 15

1. EXECUTION 1. EXECUTION isis strategy! SWEAT & SWEAT the DETAILS! strategy! SWEAT & SWEAT the DETAILS! 2. 2. Never RELENT! Keep MOVING! OFFENSE!Never RELENT! Keep MOVING! OFFENSE!3. You = Your CALENDAR. NEVER LOSE TOUCH! STORY Time!3. You = Your CALENDAR. NEVER LOSE TOUCH! STORY Time!4. OBSESS: “Small” Courtesies Move MOUNTAINS!4. OBSESS: “Small” Courtesies Move MOUNTAINS!

5. People 5. People FIRST.FIRST. (And 2(And 2ndnd & 3 & 3rdrd & 4 & 4thth & …) & …)

6. BRAND YOU. Stand Out or Stand Down. NO OPTION.6. BRAND YOU. Stand Out or Stand Down. NO OPTION.7. “Ready. FIRE! Aim.” TRY It … NOW! FAIL FORWARD FAST!7. “Ready. FIRE! Aim.” TRY It … NOW! FAIL FORWARD FAST!8. You BECOME Who You HANG OUT With: CHOOSE WISELY! 8. You BECOME Who You HANG OUT With: CHOOSE WISELY! 9. OBSESS: “THINGS GONE RIGHT”! POWER: Little BIG 9. OBSESS: “THINGS GONE RIGHT”! POWER: Little BIG Things!Things!10. Make EVERY Contact a MEMORABLE EXPERIENCE! 10. Make EVERY Contact a MEMORABLE EXPERIENCE! 11. Everything is DESIGN! Design is EVERYTHING! 11. Everything is DESIGN! Design is EVERYTHING! 12. MONOPOLY-Anywhere-Everywhere-Through-EXCELLENCE!12. MONOPOLY-Anywhere-Everywhere-Through-EXCELLENCE!13. WOMEN Buy! WOMEN Roar! WOMEN Rule!13. WOMEN Buy! WOMEN Roar! WOMEN Rule!14. “Satisfaction++”: Every Customer a … RAGING 14. “Satisfaction++”: Every Customer a … RAGING SUCCESS!SUCCESS!15. 100% “WOW”! WE AIN’T SEEN NOTHIN’ YET!15. 100% “WOW”! WE AIN’T SEEN NOTHIN’ YET!

Excellence.Excellence. Always. Always.

If notIf not Excellence,Excellence, what?what?

If notIf not ExcellenceExcellence now, when?now, when?

ExcellenceNow.comExcellenceNow.comPART 9PART 9

H2/H2/HHiram Ulysses iram Ulysses (U.S.) Grant(U.S.) Grant

RELENTLESS!RELENTLESS!THE ENDTHE END