The PSF++ Solution* Tom Peters/19 February 2015 *PSF/Professional Service Firm.

The The PSF+PSF+++ Solution* Solution*

Tom Peters/19 February 2015Tom Peters/19 February 2015

*PSF/Professional Service Firm*PSF/Professional Service Firm

THE WORK MATTERS

The Professional Service Firm50: Fifty Ways to The Professional Service Firm50: Fifty Ways to Transform Your “Department” into a Transform Your “Department” into a Professional Service Firm Whose Trademarks Professional Service Firm Whose Trademarks are Passion and Innovation! are Passion and Innovation!

The Project50: Fifty Ways to Transform Every The Project50: Fifty Ways to Transform Every “Task” into a Project That Matters! “Task” into a Project That Matters!

The Brand You50: Fifty Ways to Transform The Brand You50: Fifty Ways to Transform Yourself from an “Employee” into a Brand That Yourself from an “Employee” into a Brand That Shouts Distinction, Commitment, and Passion!Shouts Distinction, Commitment, and Passion!

After a recent presentation at the Auckland Business School, I was asked a pointed question—and flubbed the answer. I was asked if my emphasis on “people-development-first” amounted to keeping unnecessary workers on the payroll. I said of course not—and stopped there. Whoops! That stopping point (no “make work”) has in fact been my starting point since 1999, when I published a 3-book series we called “The Work Matters”:

The Professional Service Firm50: Fifty Ways to Transform Your “Department” into a Professional The Professional Service Firm50: Fifty Ways to Transform Your “Department” into a Professional Service Firm Whose Trademarks are Passion and Innovation! Service Firm Whose Trademarks are Passion and Innovation!

The Project50: Fifty Ways to Transform Every “Task” into a Project That Matters! The Project50: Fifty Ways to Transform Every “Task” into a Project That Matters!

The Brand You50: Fifty Ways to Transform Yourself from an “Employee” into a Brand That Shouts The Brand You50: Fifty Ways to Transform Yourself from an “Employee” into a Brand That Shouts Distinction, Commitment, and Passion!Distinction, Commitment, and Passion!

At about the same time (actually Y2K), I had outrageously written in a Time magazine cover story, “I believe that ninety percent of white-collar jobs in the U.S. will be either destroyed or altered beyond recognition in the next 10 to 15 years.”

That doesn’t look so outrageous today. E.g., consider this headline from the 11 NOV 2014 Telegraph (UK), “Ten Million Jobs at Risk from Advancing Technology: Up to 35% of Britain’s jobs will be eliminated by new computing and robotics technology over the next 20 years, say experts from Deloitte and Oxford University.”

So the idea, then, in an oversimplified nutshell, is to avoid professional and organizational extinction—and in fact pursue growth—by vaulting up the value added chain. Become a remarkable “brand you” performing 100% value-added “wow projects” in an organizational unit transformed into an innovative “professional service firm”—e.g., devoted to applying intellectual capital to the organization’s products and services. (The overall “home” organization, per my model, seeks differentiation by becoming a “collection of integrated professional service firms.”)

As you will see below, many are on this road. Consider this, for example, from a recent Economist story: “Rolls-Royce now earns more from tasks such as managing clients’ overall procurement strategies and maintaining aerospace engines it sells than it does from making them.”

There is more than one path to salvation in the face of exponential technology change—but whatever the path, it will require in some form or other adding new “soft services” value—and transforming oneself into a distinguishable (specialist/growth-obsessed/brand you) professional.

Or so I believe. (Wish I’d said all that in the first place.)

DestructionDestruction

““The root of our problem is The root of our problem is not that we’re in a Great Recessionthat we’re in a Great Recession

or a Great Stagnation, but ratheror a Great Stagnation, but rather that we are in the early that we are in the early

throes of a throes of a Great Restructuring. .

Our technologies are racing ahead,Our technologies are racing ahead, but our skills and organizationsbut our skills and organizations

are lagging behind.”are lagging behind.”

Source:Source: Race AGAINST the Machine, Race AGAINST the Machine, Erik Brynjolfsson and Andrew McAfeeErik Brynjolfsson and Andrew McAfee

“Ten Million Jobs at Risk from Advancing Technology: Up to 35 percent of Britain's

jobs will be eliminated by new computing and robotics technology over the next 20

years, say experts [Deloitte/Oxford

University].” —Headline,—Headline,TelegraphTelegraph (UK), (UK), 11 11 NovemberNovember 20142014

““I believe that ninety I believe that ninety percent of white-collarpercent of white-collar jobs in the U.S. will be jobs in the U.S. will be

either destroyed or altered either destroyed or altered beyond recognition in the beyond recognition in the

next 10 to 15 years.”next 10 to 15 years.”

——Tom PetersTom Peters (22 May 2000/cover/(22 May 2000/cover/TimeTime magazine) magazine)

Jobs—including high-pay white collar jobs—are Jobs—including high-pay white collar jobs—are evaporating; and the evaporation rate will only evaporating; and the evaporation rate will only accelerate in the years ahead.accelerate in the years ahead.

-1/+1/2-1/+1/2

S&P 500S&P 500

+1/-1*+1/-1*

*Every …*Every … 22 weeksweeks!!Source: Richard Foster (via Rita McGrath/Source: Richard Foster (via Rita McGrath/HBRHBR/12.26.13/12.26.13

““Mr. Foster and his McKinsey colleagues Mr. Foster and his McKinsey colleagues collected detailed performance data stretching collected detailed performance data stretching

back back 4040 years for years for 1,0001,000 U.S. companies. U.S. companies. TheTheyy found that found that

NONENONE ofof

the lonthe longg-term survivors mana-term survivors managged ed to outto outpperform the market. Worse, erform the market. Worse, the lonthe longger comer comppanies had been in anies had been in

the database, the worse thethe database, the worse theyy did did.” .” —Financial Times—Financial Times

Big companies have never had, on average, Big companies have never had, on average, sustaining success. This, too, is an sustaining success. This, too, is an accelerating phenomenon. And, anything like accelerating phenomenon. And, anything like “normal employment growth” is, as “they” “normal employment growth” is, as “they” say, history.say, history.

The Magnificent The Magnificent Monsters of Monsters of

MotuekaMotueka(et al.)(et al.)

The Future Is Small: The Future Is Small: Why AIM Will Be the Why AIM Will Be the World’s Best Market World’s Best Market Beyond the Credit Beyond the Credit BoomBoom—Gervais Williams, —Gervais Williams,

superstar fund manager (superstar fund manager (FT FT /1217.14: /1217.14: “Research shows that new and small “Research shows that new and small companies create almost all the new companies create almost all the new

private sector jobs and are private sector jobs and are disproportionately innovative.”)disproportionately innovative.”)

THETHE RED RED CARPET CARPET STORESTORE

(Joel Resnick/Flemington NJ)(Joel Resnick/Flemington NJ)

Emmys? Oscars? Name the big awards Emmys? Oscars? Name the big awards ceremony—and these guys did the red carpetsceremony—and these guys did the red carpets—they “own” the market. As do the next two——they “own” the market. As do the next two—dry basements, giant sea anchors for the U.S. dry basements, giant sea anchors for the U.S. Navy and its ilk.Navy and its ilk.

I LOVE THESE GUYS!I LOVE THESE GUYS!

““BE THE BEST. BE THE BEST. IT’S THE ONLY IT’S THE ONLY

MARKET THAT’S MARKET THAT’S NOT CROWDED.”NOT CROWDED.”

From: From: Retail Superstars: Inside the 25 BestRetail Superstars: Inside the 25 Best Independent Stores in America,Independent Stores in America, George Whalin George Whalin

*Basement Systems Inc. *Basement Systems Inc. (Larry Janesky/Seymour CT)(Larry Janesky/Seymour CT)

**Dry Basement ScienceDry Basement Science (100,000++ copies!) (100,000++ copies!)

*1990: $0; 2003: $13M; *1990: $0; 2003: $13M; 2010: 2010: $80,000,000 $80,000,000

The Magicians of The Magicians of MotuekaMotueka (PLUS) (PLUS)!!

W.A. Coppins Ltd.*W.A. Coppins Ltd.*(Coppins Sea Anchors/(Coppins Sea Anchors/PSA/para sea anchors)PSA/para sea anchors)

*Textiles, 1898; thrive on *Textiles, 1898; thrive on “wicked problems”“wicked problems”——e.g., e.g., U.S. NavyU.S. Navy STLVAST (Small To Large Vehicle At Sea STLVAST (Small To Large Vehicle At Sea

Transfer); custom fabric from Transfer); custom fabric from W. WiW. Wiggggins Ltdins Ltd./Wellington ./Wellington

(specialty nylon, “Dyneema,” from (specialty nylon, “Dyneema,” from DSMDSM/Netherlands)/Netherlands)

MITTELSTANDMITTELSTAND**

**“agile creatures darting between the “agile creatures darting between the

legs of the multinational monsters”legs of the multinational monsters” ((Bloomberg Bloomberg

BusinessWeekBusinessWeek))

German economic success comes courtesy its German economic success comes courtesy its mid-sized “niche owners”—the Mittelstand.mid-sized “niche owners”—the Mittelstand.

I love …I love … Middle-Middle-sized Niche- sized Niche- Micro-niche Micro-niche

Dominators!Dominators!

““Own” a niche through EXCELLENCEOwn” a niche through EXCELLENCE!!(Writ large: Germany’s MITTELSTAND)(Writ large: Germany’s MITTELSTAND)

Specialized, agile providers of high value Specialized, agile providers of high value added services and products are more and added services and products are more and more becoming an economy’s economic more becoming an economy’s economic engine. The big guys need to understand this—engine. The big guys need to understand this—as do you and I.as do you and I.

The The (ENORMOUS)(ENORMOUS) “Services “Services

Added” Added” OpportunityOpportunity

““You are headed You are headed for commodity for commodity

hell if you don’t hell if you don’t have services.”have services.”

))

How do you hold onto jobs—or increase them in How do you hold onto jobs—or increase them in the face of these staggering forces of the face of these staggering forces of contraction? How do you survive—or thrive—in contraction? How do you survive—or thrive—in general? One way, perhaps the best way, is to general? One way, perhaps the best way, is to pursue a “services added” growth strategy—pursue a “services added” growth strategy—which happens to also be (more or less) which happens to also be (more or less) “people intensive.”“people intensive.”

““Rolls-RoyceRolls-Royce now earns now earns

moremore from tasks from tasks

such as managing clients’ such as managing clients’ overall procurement overall procurement

strategies and maintaining strategies and maintaining aerospace engines it sells aerospace engines it sells than it does from making than it does from making

them.” them.” —Economist—Economist

Engines—to engine Engines—to engine andand aircraft services. aircraft services.Or, perhaps, aircraft services and, uh, engines Or, perhaps, aircraft services and, uh, engines too? too?

(FYI: In my view, this, especially writ large, is (FYI: In my view, this, especially writ large, is

pretty damned extraordinarypretty damned extraordinary!!))

IBIBMMtoto

IIBBMM

Rolls. And IBM: Machines (“M”) to business Rolls. And IBM: Machines (“M”) to business systems (“B”). And a $50 billion++ services systems (“B”). And a $50 billion++ services business is born—perhaps the biggest “PSF” business is born—perhaps the biggest “PSF” (Professional Service Firm) in history.(Professional Service Firm) in history.Definitely the driver of future growth.Definitely the driver of future growth.

$55B*$55B**IBM Global Services/*IBM Global Services/

“Systems integrator of choice”“Systems integrator of choice”

PlanetarPlanetary y RainmakerRainmaker--inin--ChiefChief!!

““[Former][Former] CEO Sam Palmisano’s CEO Sam Palmisano’s strategy is to expand tech’s strategy is to expand tech’s borders by pushing users—borders by pushing users—

and entire industries—and entire industries—towardtoward radicallradically y differentdifferent businessbusiness modelsmodels.. The payoff for IBM would be The payoff for IBM would be

access to an ocean of revenue—Palmisano access to an ocean of revenue—Palmisano

estimates it atestimates it at $$500500 billionbillion aa y yearear——that technology companies have never been that technology companies have never been

able to touch.”able to touch.” ——FortuneFortune

““Customer Satisfaction” to “Customer Customer Satisfaction” to “Customer

Success”:Success”: “We’re getting better “We’re getting better at at [Six Sigma quality improvement][Six Sigma quality improvement] every day. every day.

But we really need to think But we really need to think about the customer’s about the customer’s

profitability: profitability: Are Are customers’ bottom customers’ bottom

lines really benefiting lines really benefiting from what we from what we

provide themprovide them?” ?” —Bob Nardelli, —Bob Nardelli,

then chief of then chief of GE Power SystemsGE Power Systems

Huge:Huge: “Customer “Customer

SatisfactionSatisfaction with with product/Service” product/Service”

to to

“CUSTOMER “CUSTOMER SUCCESSSUCCESS””

UUPPSS toto

UPUPSS

Growth driver flips: From packages (“P”) to Growth driver flips: From packages (“P”) to integrated logistics/supply chain services (“S”) integrated logistics/supply chain services (“S”) including physical delivery.including physical delivery.

““UPS used to be a trucking UPS used to be a trucking

company with technology.company with technology. Now Now it’s it’s

a technoloa technologygy comcomppananyy with with

truckstrucks.”.” —Forbes—Forbes

““Big Brown’s New Bag: UPS Aims Big Brown’s New Bag: UPS Aims to Be the Traffic Manager for to Be the Traffic Manager for Corporate America”Corporate America” —Headline/—Headline/BWBW

“UPS wants to take over the sweet “UPS wants to take over the sweet spot in the endless loop of goods, spot in the endless loop of goods,

information and capital that all the information and capital that all the packages packages [it moves][it moves] represent.” represent.” —ecompany.com —ecompany.com

“It’s all about “It’s all about solutionssolutions. We . We work with customers on creating work with customers on creating

and running better, stronger, and running better, stronger, cheaper supply chains.”cheaper supply chains.” —Bob Stoffel, UPS —Bob Stoffel, UPS

senior exec senior exec

““THE GIANT STALKING BIG OIL: THE GIANT STALKING BIG OIL:

How How SchlumberSchlumberggerer Is Rewriting the Rules of the Is Rewriting the Rules of the

Energy Game.”:Energy Game.”: “IPM [Integrated “IPM [Integrated Project Management] strays from Project Management] strays from [Schlumberger’s] traditional role [Schlumberger’s] traditional role as a service provider and moves as a service provider and moves

deeper into areas once dominated deeper into areas once dominated by the majors.”by the majors.”

Source: Source: BusinessWeekBusinessWeek cover story, January 2008 cover story, January 2008

IPM’s Chief:IPM’s Chief: “We’ll do “We’ll do just about anything just about anything

an oilfield owner an oilfield owner would want, from would want, from

drilling to drilling to production.”production.”

Medtronic:Medtronic: An oceanic An oceanic shift from sophisticated shift from sophisticated medical devices medical devices (which are to (which are to

some extent becoming commoditized)some extent becoming commoditized) to to taking advantage of in-taking advantage of in-hospital relationships to hospital relationships to make incursions into the make incursions into the

hospital services hospital services management business.management business.

I. LAN Installation Co. (3% local market share)

II. Geek Squad. (30% local market share with name change.)

III. Acquired by Best Buy.

IV. FLAGSHIP OF BEST BUYFLAGSHIP OF BEST BUY WHOLESALE “SOLUTIONS” WHOLESALE “SOLUTIONS”

STRATEGY MAKEOVER. STRATEGY MAKEOVER.

A small local service provider becomes the A small local service provider becomes the engine of an enormous company.engine of an enormous company.

IDEO’s ProgressionIDEO’s ProgressionProduct Design Product Design toto

Product Design Training Product Design Training toto

Corporate Innovation/Corporate Innovation/Culture Training/ConsultingCulture Training/Consulting

A peerless professional service firm does not A peerless professional service firm does not sit on its box of design awards—it dramatically sit on its box of design awards—it dramatically expands its service offerings. The “new stuff” expands its service offerings. The “new stuff” is now the dog that wags the tail.is now the dog that wags the tail.

Era #1/Obvious ValueEra #1/Obvious Value: “Our ‘it’ works, : “Our ‘it’ works, is delivered on time” (“Close”)is delivered on time” (“Close”)

Era #2/Augmented ValueEra #2/Augmented Value: : “How our “How our ‘it’ can add value—a ‘useful it’ ” ‘it’ can add value—a ‘useful it’ ”

(“Solve”)(“Solve”)

Era #3/Complex Value NetworksEra #3/Complex Value Networks: : “How “How our ‘system’ can change you and our ‘system’ can change you and

deliver deliver ‘BUSINESS ADVANTAGE’‘BUSINESS ADVANTAGE’” ” (“Culture-Strategic change”)(“Culture-Strategic change”)

Source: Jeff Thull, Source: Jeff Thull, The Prime Solution: Close the Value Gap,The Prime Solution: Close the Value Gap, Increase Margins, and Win the Complex Sale Increase Margins, and Win the Complex Sale

““The business of selling is not just about matching The business of selling is not just about matching viable solutions to the customers that require them.viable solutions to the customers that require them.

It’s equally about managing It’s equally about managing the change process the the change process the

customer will need to go customer will need to go through to implement the through to implement the solution and achieve the solution and achieve the value promised by the value promised by the

solution.solution. One of the key differentiators of our One of the key differentiators of our position in the market is our attention to managing position in the market is our attention to managing change and making change stick in our customer’s change and making change stick in our customer’s

organization.”organization.”—Jeff Thull, —Jeff Thull, The Prime Solution: Close the Value Gap, Increase Margins, and Win the Complex Sale The Prime Solution: Close the Value Gap, Increase Margins, and Win the Complex Sale

Nobody said it was easy!Nobody said it was easy!

Universal Value Added:Universal Value Added:

The The PSFPSF Solution Solution

(or bust)(or bust)

Yes, I pretty much believe “PSF” …Yes, I pretty much believe “PSF” …

“OR BUST.”“OR BUST.”

The Professional Service Firm50: Fifty The Professional Service Firm50: Fifty Ways to Transform Your “Department” Ways to Transform Your “Department” into a Professional Service Firm Whose into a Professional Service Firm Whose

Trademarks Are Passion and Trademarks Are Passion and Innovation!Innovation!

BFO 28:BFO 28: While on the topic of … WOW: While on the topic of … WOW: White collar work is by and large ticketed to fall prey to White collar work is by and large ticketed to fall prey to artificial intelligence/eye-popping algorithms as well as artificial intelligence/eye-popping algorithms as well as globalization. Stand there and take it on the chin?globalization. Stand there and take it on the chin?NO.NO.My answer/1999 book/My answer/1999 book/The Professional Service Firm 50The Professional Service Firm 50::

CONVERT EVERY “DEPARTMENT”/ “UNIT” CONVERT EVERY “DEPARTMENT”/ “UNIT” [AND YOURSELF] INTO A FULL-FLEDGED … [AND YOURSELF] INTO A FULL-FLEDGED … “PSF”/PROFESSIONAL SERVICES FIRM … “PSF”/PROFESSIONAL SERVICES FIRM …

WHOLLY DEDICATED TO … WHOLLY DEDICATED TO … EXCELLENCEEXCELLENCE & & WOWWOW & & ADDINGADDING SKYSCRAPINGSKYSCRAPING VALUEVALUE TO THEIR/ YOUR CUSTOMERS’ TO THEIR/ YOUR CUSTOMERS’ [USUALLY INTERNAL CUSTOMERS] ACTIVITIES.[USUALLY INTERNAL CUSTOMERS] ACTIVITIES.Why not?Why not?There is no good reason not to proceed in this direction There is no good reason not to proceed in this direction within the fortnight!within the fortnight!

““BFO”/Blinding Flash of the Obvious. I wrote a BFO”/Blinding Flash of the Obvious. I wrote a presentation on my 40 “BFOs.” This was presentation on my 40 “BFOs.” This was among them.among them.

Department Head/“Cost center”/“Overhead” to …

ManaginManaging g

PartnerPartner, , HRHR (IS, R&D, etc.) IncInc..

““Staff Departments” per se are … DOOMED. Staff Departments” per se are … DOOMED. Either gone or going. An (the?) answer: Value Either gone or going. An (the?) answer: Value Added Services.* Added Services.*

WHAT ELSE?WHAT ELSE?*Saves jobs. Adds jobs! Adds value per se. An *Saves jobs. Adds jobs! Adds value per se. An (the?) engine of growth.(the?) engine of growth.

WHITE-COLLAR SURVIVAL STRATEGY #1: WHITE-COLLAR SURVIVAL STRATEGY #1: Department as Small-ish/Entrepreneurial Department as Small-ish/Entrepreneurial

BUSINESSBUSINESS

E.g.:E.g.: Training Inc. Training Inc., a 14-, a 14-person unit* in a 50-person person unit* in a 50-person HR department in a $200M HR department in a $200M

business unit in a $3B business unit in a $3B corporation—aiming for corporation—aiming for

Excellence & WOW!Excellence & WOW!

**PSFPSF// Professional Service Firm (See my …Professional Service Firm (See my …

Professional Service Firm 50: Fifty Ways to Transform Your “Department” Professional Service Firm 50: Fifty Ways to Transform Your “Department” Into A Professional Service Firm Whose Trademarks Are Passion and Into A Professional Service Firm Whose Trademarks Are Passion and

Innovation!Innovation!))

A “sub-department” of a department now A “sub-department” of a department now becomes a full-fledged “PSF.”becomes a full-fledged “PSF.”

(I see these folks as “Mittelstanders,” Middle-(I see these folks as “Mittelstanders,” Middle-sized Niche- /Micro-niche Dominators! E.g., The sized Niche- /Micro-niche Dominators! E.g., The Red Carpet Store of a certain type of training. Red Carpet Store of a certain type of training. Remember: “Be the best, it’s the only market Remember: “Be the best, it’s the only market that’s not crowded.”)that’s not crowded.”)

Date: Date: September 2013September 2013Location:Location: Chicago ChicagoClient:Client: 500 law-firm partners from 500 law-firm partners from a single Firma single Firm

Complaint:Complaint: “Legal practice becoming commoditized”// “big “big clients clients cuttincutting g costscosts, bringing the , bringing the work work insideinside,” “more and more ,” “more and more comcomppetitive bidetitive bid situations” situations”

Yup. Yup. Lawyers, too.Lawyers, too.

PSF Transformation: Credit Department/Trek

Was Is

Credit Dept Financial ServicesFinancial Services

Hammer on dealers until Make dealers successful so Make dealers successful so they pay. thetheyy CAN pa CAN pay.y.

AR sold to 3rd party Trek is the commercial financialTrek is the commercial financialcommercial co. Company.Company.

23 employees 12 employees12 employees

Oversee peak AR of $70M. Oversee peak AR of $160M.Oversee peak AR of $160M.

Identify risky dealers. Identify opportunities.Identify opportunities.

Cost Center Profit CenterProfit Center

No products Products: Consulting, MC/Visa,Products: Consulting, MC/Visa, stored value of gift cards, gift cardstored value of gift cards, gift card peripherals, online paymentsperipherals, online payments

Source: John Burke/0330.06

Trek, the bike folks, adopt the “PSF Model.”Trek, the bike folks, adopt the “PSF Model.”

HCare CIOHCare CIO: : “Technology Executive” (workin’ in a hospital)(workin’ in a hospital)

Or/to:Or/to: Full-scale, Full-scale, AccountableAccountable (life or death)(life or death)

Member-Partner of XYZ Member-Partner of XYZ Hospital’s Hospital’s Senior Senior

HealinHealingg-Services Team-Services Team (who happens to be a techie)(who happens to be a techie)

Fleet ManaFleet Managgerer

Rolling Stock CostRolling Stock Cost Minimization Officer Officer

vs/orvs/or

Chief of Fleet LifetimeChief of Fleet Lifetime Value Value Maximization

Strategic Supply-chain Executive Supply-chain Executive

Customer Customer Experience Director Director (via drivers, etc.)(via drivers, etc.)

Are you/your “departmental” gang the …

““PrinciPrincippal al EnEnggineine of of

Value Added”Value Added”

!!

Big Idea:Big Idea:

“Corporation” as “Corporation” as

MEGA-“PSFMEGA-“PSF””

!!

PSFPSF/Professional Service Firm/Beliefs/Professional Service Firm/Beliefs

PROFESSIONPROFESSION: : CALLING/PASSION TO MAKE ACALLING/PASSION TO MAKE ADIFFERENCE/EXCELLENCE (ALWAYS)DIFFERENCE/EXCELLENCE (ALWAYS)

POINT OF VIEWPOINT OF VIEW: : KNOW EXACTLY WHAT WEKNOW EXACTLY WHAT WESTAND FOR/“DRAMATIC DIFFERENCE”STAND FOR/“DRAMATIC DIFFERENCE”

CLIENTCLIENT: : ENDURING, TEST-THE-LIMIT ENDURING, TEST-THE-LIMIT RELATIONSHIP/“TRUSTED ADVISOR”RELATIONSHIP/“TRUSTED ADVISOR”

SOLUTIONSOLUTION: : ROCK HIS-HER WORLD/ ROCK HIS-HER WORLD/ “WOW”/IMPLEMENTED “CULTURE CHANGE”/“WOW”/IMPLEMENTED “CULTURE CHANGE”/>>> “SATISFACTION”>>> “SATISFACTION”

The PSF35: The Work & The LeThe PSF35: The Work & The Leggacyacy

1.1. CRYSTAL CLEAR POINT OF VIEWCRYSTAL CLEAR POINT OF VIEW (Every Practice Group: “If you can’t explain your position in eight(Every Practice Group: “If you can’t explain your position in eight words or less, you don’t have a position”—Seth Godin)words or less, you don’t have a position”—Seth Godin)2. 2. DRAMATIC DIFFERENCEDRAMATIC DIFFERENCE (“We are the only ones who do what (“We are the only ones who do what we do”—Jerry Garcia)we do”—Jerry Garcia)3. Stretch Is Routine (“Never bite off less than you can chew”—anon.)3. Stretch Is Routine (“Never bite off less than you can chew”—anon.)4. Eye-Appetite for Game-changer Projects (Excellence at assembling4. Eye-Appetite for Game-changer Projects (Excellence at assembling “ “Best Team”—fast) Best Team”—fast) 5. “Playful” Clients (Adventurous folks who unfailingly Aim to Change5. “Playful” Clients (Adventurous folks who unfailingly Aim to Change the World)the World)6. Small “Uneconomic” Clients with Big Aims6. Small “Uneconomic” Clients with Big Aims7. Life Is Too Short to Work with Jerks (Fire lousy clients)7. Life Is Too Short to Work with Jerks (Fire lousy clients)8. 8. OBSESSED WITH LEGACYOBSESSED WITH LEGACY (Practice Group and Individual: (Practice Group and Individual: “ “Dent the Universe”—Steve Jobs)Dent the Universe”—Steve Jobs)9. Fire-on-the-spot Anyone Who Says, “Law/Architecture/Consulting/9. Fire-on-the-spot Anyone Who Says, “Law/Architecture/Consulting/ I-banking/ Accounting/PR/Etc. has become a ‘commodity’ ”I-banking/ Accounting/PR/Etc. has become a ‘commodity’ ”10. Consistent with #9 above … 10. Consistent with #9 above … DO NOT SHY AWAY FROM THEDO NOT SHY AWAY FROM THE WORD (IDEA) “RADICAL”WORD (IDEA) “RADICAL”

The PSF35: The Client ExThe PSF35: The Client Expperienceerience11. Always team 11. Always team with client: “full partners in with client: “full partners in achieving memorable results.” achieving memorable results.” (Wanted: “Chimeras(Wanted: “Chimeras of Moonstruck Minds”!) of Moonstruck Minds”!)12. We will seek assistance Anywhere to assemble the Best-in-12. We will seek assistance Anywhere to assemble the Best-in- Planet Team for the Project. Planet Team for the Project.13. Client Team Members routinely declare that working with us13. Client Team Members routinely declare that working with us was “the Peak Experience of my Career.” was “the Peak Experience of my Career.”14. The job’s not done until implementation is14. The job’s not done until implementation is “100.00% complete.” (Those who don’t “get it” must go.) “100.00% complete.” (Those who don’t “get it” must go.)

15.15. IMPLEMENTATION IS NOT COMPLETEIMPLEMENTATION IS NOT COMPLETE UNTIL THE CLIENT HAS EXPERIENCED UNTIL THE CLIENT HAS EXPERIENCED “CULTURE CHANGE.” “CULTURE CHANGE.”16.16. IMPLEMENTATION IS NOT COMPLETEIMPLEMENTATION IS NOT COMPLETE UNTIL SIGNIFICANT “TECHNOLOGY UNTIL SIGNIFICANT “TECHNOLOGY TRANSFER” HAS TAKEN PLACE-ROOT. TRANSFER” HAS TAKEN PLACE-ROOT. (“Teach a man to fish …”)(“Teach a man to fish …”)

17.17. The Final Exam: The Final Exam: DID WE MAKE A DRAMATIC,DID WE MAKE A DRAMATIC, LASTING, GAME-CHANGING DIFFERENCE? LASTING, GAME-CHANGING DIFFERENCE?

The PSF35: The PeoThe PSF35: The Peopple & The Leadershiple & The Leadership

18. 18. TALENT FANATICSTALENT FANATICS (“Best-Coolest place to work”) (PERIOD). (“Best-Coolest place to work”) (PERIOD).19. 19. EYE FOR THE PECULIAREYE FOR THE PECULIAR (Hiring: Go beyond “same old, (Hiring: Go beyond “same old, same old”). same old”). 20. Early Opportunities (vs. “Wait your turn”). 20. Early Opportunities (vs. “Wait your turn”). 21. Up or Out (Based on “Legacy”/Mentoring as much as21. Up or Out (Based on “Legacy”/Mentoring as much as “ “Billings”/“Rainmaking”).Billings”/“Rainmaking”).22. Slide the Old Aside/Make Room for Youth. (Find oldsters22. Slide the Old Aside/Make Room for Youth. (Find oldsters new roles?)new roles?)23. 23. TALENT IS OBSESSED WITH RENEWAL FROM DAY #1 TO TALENT IS OBSESSED WITH RENEWAL FROM DAY #1 TO DAY #“R” DAY #“R” (R = Retirement).(R = Retirement).24. Office/Practice Leaders Evaluated Primarily on 24. Office/Practice Leaders Evaluated Primarily on Mentoring-Team Building Skills.Mentoring-Team Building Skills.25. 25. A “PROPRIETARY” TALENT DEVELOPMENT A “PROPRIETARY” TALENT DEVELOPMENT PROCESS (GE).PROCESS (GE).26. Team Leadership Skills Valued Early.26. Team Leadership Skills Valued Early.27. Partner with B.I.W. (Best In World) Outsiders as Needed27. Partner with B.I.W. (Best In World) Outsiders as Needed and to Infuse Different Views.and to Infuse Different Views.

EverEvery “PSF” y “PSF” mustmust havehave a a

formal & formal & formidable R&D formidable R&D budget. budget. PERIODPERIOD..

!!

Universal Value Added:Universal Value Added:

The The Wow Wow ProjectsProjects

SolutionSolution (or bust)(or bust)

The Project50: Fifty Ways toThe Project50: Fifty Ways to Transform Every “Task” Transform Every “Task”

intointo a Project That Matters!a Project That Matters!

The WOW Project 50The WOW Project 50

YOU/PSF = YOU/PSF = WOW PROJECT WOW PROJECT

PORTFOLIOPORTFOLIO

The PSF is a collection of projects. The rockin’ The PSF is a collection of projects. The rockin’ rollin’ value addin’ PSF is a collection of …rollin’ value addin’ PSF is a collection of …

WOW Projects WOW Projects!!

The WOW Project 50The WOW Project 50

CREATECREATE

1. 1. REFRAME: NEVER ... EVER! ... ACCEPT A PROJECT/ASSIGNMENT REFRAME: NEVER ... EVER! ... ACCEPT A PROJECT/ASSIGNMENT AS GIVEN!AS GIVEN!

2.2. TRANSLATE YOUR DAILY EXPERIENCES INTO COOL STUFF TO DO. TRANSLATE YOUR DAILY EXPERIENCES INTO COOL STUFF TO DO.2A. Become a Benchmarking Fanatic: 2A. Become a Benchmarking Fanatic: LOOK at every-small-thing-that-LOOK at every-small-thing-that-

happens-to-you as a Golden Learning Opportunityhappens-to-you as a Golden Learning Opportunity..3. Improve your vocabulary! 3. Improve your vocabulary! Learn to love “WOW!”Learn to love “WOW!” Use “the word.” Use “the word.”

WOW!WOW!4. There are no “small” projects: 4. There are no “small” projects: IN EVERY “LITTLE” FORM OR IN EVERY “LITTLE” FORM OR

PROCEDURE, IN EVERY “LITTLE” PROBLEM THERE USUALLY PROCEDURE, IN EVERY “LITTLE” PROBLEM THERE USUALLY LURKS A B-I-G PROJECT!LURKS A B-I-G PROJECT!

4A. CONVERT today's annoying “chore” into a WOW! Project. THE B-I-G 4A. CONVERT today's annoying “chore” into a WOW! Project. THE B-I-G IDEA: THERE'S NO SUCH THING AS A “GIVEN.”IDEA: THERE'S NO SUCH THING AS A “GIVEN.”

5. Put on the brakes! DON’T BETRAY WOW!5. Put on the brakes! DON’T BETRAY WOW!6. LOVE MAKES THE WORLD GO ’ROUND!6. LOVE MAKES THE WORLD GO ’ROUND!7. 7. Will it—the project, our baby—be beautiful?Will it—the project, our baby—be beautiful? Yes ... BEAUTIFUL! Yes ... BEAUTIFUL!8.8. Design-Is-It. I.e.: One of the single most powerful forces in the whole Design-Is-It. I.e.: One of the single most powerful forces in the whole

bloody universe.bloody universe.9. IS THE PROJECT REVOLUTIONARY? (ARE YOU SURE?)9. IS THE PROJECT REVOLUTIONARY? (ARE YOU SURE?)

Source:Source: The Project50: Fifty Ways to Transform Every “Task” into a Project That Matters! The Project50: Fifty Ways to Transform Every “Task” into a Project That Matters!

The WOW Project 50The WOW Project 50

10. 10. Is the Web factored into the project? In a b-i-g way?Is the Web factored into the project? In a b-i-g way?11. 11. Impact.Impact. Henry James asked this, as his ultimate question, of an Henry James asked this, as his ultimate question, of an artist's work: artist's work: “Was it worth doing?”“Was it worth doing?”11A. Made Anybody(s) Angry Lately?11A. Made Anybody(s) Angry Lately?12. RAVING FANS!12. RAVING FANS!12A. Women-as-Raving Fans. 12A. Women-as-Raving Fans. Women take to products/services—and, Women take to products/services—and,

thence, “project deliverables”—for (very) different reasons than men.thence, “project deliverables”—for (very) different reasons than men.13. Pirates-on-the-high-seas. “We” are on a Mission/Crusade. We plan to 13. Pirates-on-the-high-seas. “We” are on a Mission/Crusade. We plan to

upset the applecart (conventional wisdom) Big Time ... and Make a upset the applecart (conventional wisdom) Big Time ... and Make a Damn Difference.Damn Difference.

14. If you can (hint: you can!), create a “place.” 14. If you can (hint: you can!), create a “place.” That Is ... Pirates Need That Is ... Pirates Need Ships at Sea and Caves on Land. Ships at Sea and Caves on Land. (“Safe Houses” in Spy-speak.)(“Safe Houses” in Spy-speak.)

15. Put it in your resume. NOW! PICTURE YOURSELF CROSSING THE 15. Put it in your resume. NOW! PICTURE YOURSELF CROSSING THE FINISH LINE.FINISH LINE.

16. 16. THINK RAINBOW!THINK RAINBOW!17. THINK ... OR RETHINK ... OR REFRAME ... YOUR CONCEPT ... INTO A 17. THINK ... OR RETHINK ... OR REFRAME ... YOUR CONCEPT ... INTO A

“BUSINESS PLAN.”“BUSINESS PLAN.”18. 18. Think/obsess ... D-E-A-D-L-I-N-E. Be ridiculously/absurdly/insanely Think/obsess ... D-E-A-D-L-I-N-E. Be ridiculously/absurdly/insanely

demanding of yourself/your little band of renegadesdemanding of yourself/your little band of renegades..

The WOW Project 50The WOW Project 50

19. Find a Wise Friend. WOW Projects Ain’t Easy! They Stretch You, Stress 19. Find a Wise Friend. WOW Projects Ain’t Easy! They Stretch You, Stress You, and Often Vex You. And the Organization.You, and Often Vex You. And the Organization.20. FIND—AND THEN NURTURE—A FEW (VERY FEW) CO-20. FIND—AND THEN NURTURE—A FEW (VERY FEW) CO-CONSPIRATORS.CONSPIRATORS.20A. Find at least one 20A. Find at least one useruser/co-conspirator. NOW. /co-conspirator. NOW. Think user from the start.Think user from the start.21. Consider carrying around a little card that reads:21. Consider carrying around a little card that reads:

WOW!WOW! BEAUTIFUL!BEAUTIFUL!

REVOLUTIONARY!REVOLUTIONARY! IMPACT!IMPACT! RAVING FANS!RAVING FANS!

EXCELLENCE!EXCELLENCE!

SELLSELL

22. 22. Be S-U-C-C-I-N-C-TBe S-U-C-C-I-N-C-T. Describe your project (its benefits and its WOW!) . Describe your project (its benefits and its WOW!) in T-H-R-E-E minutes.in T-H-R-E-E minutes.22A. METAPHOR TIME! The “pitch”—and every aspect of the project—22A. METAPHOR TIME! The “pitch”—and every aspect of the project—works best if there is a compelling theme/image/hook that makes the whole works best if there is a compelling theme/image/hook that makes the whole thing cohere, resonate, and vibrate with life.thing cohere, resonate, and vibrate with life.23. SALES MEANS SELLING ... EVERYONE!23. SALES MEANS SELLING ... EVERYONE!24. Hey: WOW Project Life = Sales. Right? So ... WORK CONSCIOUSLY ON 24. Hey: WOW Project Life = Sales. Right? So ... WORK CONSCIOUSLY ON BUZZ. GET VISIBLE AND STAY VISIBLE.BUZZ. GET VISIBLE AND STAY VISIBLE.25. Do your “Community Work.” Start to Expand the Network! ASAP.25. Do your “Community Work.” Start to Expand the Network! ASAP.

The WOW Project 50The WOW Project 50

26. Last is as good as first. If they support you ... they are your friends.26. Last is as good as first. If they support you ... they are your friends.27. Preach to the choir! Never forget your friends!27. Preach to the choir! Never forget your friends!28. Don't try to convert your enemies. Don’t waste time on them.28. Don't try to convert your enemies. Don’t waste time on them.29. CREATE AN A-TEAM ADVISORY BOARD.29. CREATE AN A-TEAM ADVISORY BOARD.30. Become a Master Bootstrapper. You heard it here first: Too much 30. Become a Master Bootstrapper. You heard it here first: Too much

initial money ... kills!initial money ... kills!31.31. Think B-E-T-A! As in ... Beta Site(s). You need customer-partners ... Think B-E-T-A! As in ... Beta Site(s). You need customer-partners ...

as safe-haven testing grounds for rough prototypes.as safe-haven testing grounds for rough prototypes.

IMPLEMENTIMPLEMENT

32. CHUNK! CHUNK! CHUNK! We’ve gotta break “it”—our project, now 32. CHUNK! CHUNK! CHUNK! We’ve gotta break “it”—our project, now on the move—down into tidbit/do-it-today/do-it-in-the-next-four-on the move—down into tidbit/do-it-today/do-it-in-the-next-four-hours pieces.hours pieces.

33. Live ... Eat ... Sleep ... Breathe: Prototype! I.e.: BECOME AN 33. Live ... Eat ... Sleep ... Breathe: Prototype! I.e.: BECOME AN UNABASHED PROTOTYPING FANATIC.UNABASHED PROTOTYPING FANATIC.

33A. Teach prototyping. Prototyping is a “corporate culture” issue. I.e.: 33A. Teach prototyping. Prototyping is a “corporate culture” issue. I.e.: Work to create a Culture of Prototyping.Work to create a Culture of Prototyping.

34. PLAY! FIND PLAYMATES!34. PLAY! FIND PLAYMATES!35. Scrunch the Feedback Loops!35. Scrunch the Feedback Loops!36. BLOW IT UP! PLAY ... AND DESTRUCTION ... ARE HANDMAIDENS.36. BLOW IT UP! PLAY ... AND DESTRUCTION ... ARE HANDMAIDENS.

The WOW Project 50The WOW Project 50

37. Keep recruiting! Iron Law: WOW Projects Call for WOW! People. 37. Keep recruiting! Iron Law: WOW Projects Call for WOW! People. Never stop recruiting!Never stop recruiting!

37A. WANTED: COURT JESTER.37A. WANTED: COURT JESTER.38. Make a B-I-G binder! This is the Project Bible. It's the Master 38. Make a B-I-G binder! This is the Project Bible. It's the Master

Document ... the macro-map.Document ... the macro-map.39. List mania. Ye shall make lists ... and the lists shall make ye 39. List mania. Ye shall make lists ... and the lists shall make ye

omniscient. (No joke.)omniscient. (No joke.)40. Think (live/sleep/eat/breathe) Timeline/ Milestones.40. Think (live/sleep/eat/breathe) Timeline/ Milestones.40A. WANTED: MS. LAST TWO PERCENT!40A. WANTED: MS. LAST TWO PERCENT!41. Master the 15-Minute Meeting. You can change (or at least 41. Master the 15-Minute Meeting. You can change (or at least

organize) the world in 15 minutes!organize) the world in 15 minutes!42. C-E-L-E-B-R-A-T-E!42. C-E-L-E-B-R-A-T-E!42A. CELEBRATE FAILURES!42A. CELEBRATE FAILURES!43. Station break! The keynote here is action. Exactly right! But: Don't 43. Station break! The keynote here is action. Exactly right! But: Don't

allow the action fanaticism to steer you off course re allow the action fanaticism to steer you off course re WOW!/Beauty/Revolution/Impact!/Raving Fans.WOW!/Beauty/Revolution/Impact!/Raving Fans.

44. A Project Has an Identity. It’s Alive. PROJECT = LIFE ... SPIRIT ... 44. A Project Has an Identity. It’s Alive. PROJECT = LIFE ... SPIRIT ... PERSONALITY.PERSONALITY.

The WOW Project 50The WOW Project 50

45. Cast the Net a Little/Lot Farther Afield.45. Cast the Net a Little/Lot Farther Afield.46. 46. It's the U-S-E-R, stupid! Never lose sight of the user community.It's the U-S-E-R, stupid! Never lose sight of the user community.47.47. Concoct a B.M.P./Buzz-Management Program. Concoct a B.M.P./Buzz-Management Program. Marketing Marketing isis Implementation.Implementation.

EXITEXIT

48. SELL OUT! It's been “us” against “them” ... and one heck of a 48. SELL OUT! It's been “us” against “them” ... and one heck of a ride. But now the time has come to dance with the suits ... if we ride. But now the time has come to dance with the suits ... if we really want full impact. really want full impact.

48A. Recruit a Mr. Follow-up ... Who Is as Passionate as You Are! 48A. Recruit a Mr. Follow-up ... Who Is as Passionate as You Are! (And L-O-V-E-S Administration.)(And L-O-V-E-S Administration.)

49. 49. SEED YOUR FREAKS INTO THE MAINSTREAM ... WHERE THEY SEED YOUR FREAKS INTO THE MAINSTREAM ... WHERE THEY CAN BECOME MUTANT VIRUSES FOR YOUR (QUIRKY) POINT OF CAN BECOME MUTANT VIRUSES FOR YOUR (QUIRKY) POINT OF VIEW!VIEW!

50. 50. Write up the project history. Throw a Grand Celebratory BashWrite up the project history. Throw a Grand Celebratory Bash!

Creative Creative DestructionDestruction

““We are in no danger We are in no danger of running out of new of running out of new combinations try.combinations try. Even Even if technology froze today, we have if technology froze today, we have

more possible ways of configuring the more possible ways of configuring the different applications, machines, tasks, different applications, machines, tasks,

and distribution channels to create and distribution channels to create new processes and products than we new processes and products than we could ever exhaust.”could ever exhaust.” ——Erik Brynjolfsson and Andrew Erik Brynjolfsson and Andrew

McAfeeMcAfee, Race Against the Machine: How the Digital Revolution Is Accelerating , Race Against the Machine: How the Digital Revolution Is Accelerating Innovation, Driving Productivity and Irreversibly Transforming Employment Innovation, Driving Productivity and Irreversibly Transforming Employment

and the Economy and the Economy

I believe it. Plenty of stuff to do.I believe it. Plenty of stuff to do.

(For the imaginative.)(For the imaginative.)

Universal Value Added:Universal Value Added:

The The Brand Brand YouYouSolutionSolution

(or bust)(or bust)

Success.2015 = Mega-value adding PSF = Success.2015 = Mega-value adding PSF =

Brand YousBrand Yous (100% (100%

entrepreneurs) executing WOW Projects.entrepreneurs) executing WOW Projects.

I believe it. I believe it.

Fact: There is plenty of stuff to do.Fact: There is plenty of stuff to do.

Muhammad Yunus: Muhammad Yunus: ““All human All human beinbeinggs are s are

entreentreppreneursreneurs.. When we When we

were in the caves we were all self-were in the caves we were all self-employed . . . finding our food, feeding employed . . . finding our food, feeding ourselves. That’s where human history ourselves. That’s where human history

began . . . As civilization came we began . . . As civilization came we suppressed it. We became labor because suppressed it. We became labor because

they stamped us, ‘You are labor.’ they stamped us, ‘You are labor.’ We forgot that we are entrepreneurs.”We forgot that we are entrepreneurs.”

——Muhammad Yunus,Muhammad Yunus,

Nobel Laureate/The News Hour/PBS/1122.2006Nobel Laureate/The News Hour/PBS/1122.2006

““For Marx, the path to social betterment was For Marx, the path to social betterment was through collective resistance of the proletariat to through collective resistance of the proletariat to the economic injustices of the capitalist system the economic injustices of the capitalist system

that produced such misshapenness and that produced such misshapenness and fragmentationfragmentation.. For Emerson, the keFor Emerson, the keyy was to was to

jjolt individuals into realizinolt individuals into realizingg the unta the untapppped ed ppower of enerower of energygy, knowled, knowledgge and creativite and creativityy

of which all people, at least in princiof which all people, at least in principple, le, are caare cappable. He too hated all sable. He too hated all syystems of stems of

human ohuman oppppression; but his central ression; but his central pprorojject, ect, and the basis of his leand the basis of his leggacacyy, was to unchain , was to unchain

individual mindsindividual minds.”.” —Lawrence Buell, —Lawrence Buell, EmersonEmerson

““If there is nothing If there is nothing very special about very special about

your work your work …… no matter no matter how hard you apply yourself how hard you apply yourself you won’t get noticed, and you won’t get noticed, and

that increasingly means you that increasingly means you

won’t get paid much either.”won’t get paid much either.” —Michael Goldhaber, —Michael Goldhaber, WiredWired

HAROLD H. HESITANTHAROLD H. HESITANT

B.A. M.S. Ph.D.B.A. M.S. Ph.D.1965-2015 1965-2015

HE WANTED TO DO SOME HE WANTED TO DO SOME

REALLY COOL STUFF REALLY COOL STUFF

BUT …BUT …

HIS BOSS WOULDN’T HIS BOSS WOULDN’T

LET HIM! LET HIM!

DistinctDistinct or …or …

Extinct.Extinct.

The Brand You50: Fifty Ways to The Brand You50: Fifty Ways to Transform Yourself from an Transform Yourself from an

“Employee” “Employee” into a Brand That Shouts Distinction, into a Brand That Shouts Distinction,

Commitment, and PassionCommitment, and Passion!

Final Exam Questions Final Exam Questions Re Your Job/Talent/Qualifications Re Your Job/Talent/Qualifications

1. Can someone overseas do1. Can someone overseas do it cheaper? it cheaper?2. Can a computer do it2. Can a computer do it faster? faster?3. Is what you’re selling in3. Is what you’re selling in demand in an age of demand in an age of abundance? abundance?Source: Dan PinkSource: Dan Pink

New Work Survival Kit 2012+++++New Work Survival Kit 2012+++++

1. 1. Mastery!Mastery! (Best/Absurdly Good at (Best/Absurdly Good at Something!Something!))2. 2. “Manage” to Legacy.“Manage” to Legacy. (All Work = “Memorable”/“Braggable” (All Work = “Memorable”/“Braggable” WOWWOW Projects!Projects!))3. 3. “USP”/Unique Selling Proposition“USP”/Unique Selling Proposition (R.POV8: Remarkable Point of (R.POV8: Remarkable Point of View … captured in 8 or less words). View … captured in 8 or less words). 4. 4. Networking ObsessionNetworking Obsession (from vertical/hierarchy/“suck up” loyalty (from vertical/hierarchy/“suck up” loyalty to horizontal/“colleague”/“mate” loyalty).to horizontal/“colleague”/“mate” loyalty).5. 5. Entrepreneurial InstinctEntrepreneurial Instinct (A sleepless … Eye for Opportunity! (A sleepless … Eye for Opportunity! E.g.: Small Opportunity for Independent Action beats faceless part ofE.g.: Small Opportunity for Independent Action beats faceless part of Monster Project).Monster Project).6. 6. CEO/Leader/Businessperson/Closer.CEO/Leader/Businessperson/Closer. (CEO, Me Inc. Period! 24/7!)(CEO, Me Inc. Period! 24/7!)7. 7. Mistress of ImprovMistress of Improv (Play a dozen parts simultaneously, from (Play a dozen parts simultaneously, from Chief Strategist to Chief Toilet Scrubber).Chief Strategist to Chief Toilet Scrubber).8. 8. Sense of HumorSense of Humor (A willingness to Screw Up, Shrug & Move On). (A willingness to Screw Up, Shrug & Move On).9. 9. Comfortable with Your Skin.Comfortable with Your Skin. (Bring “interesting you” to work!) (Bring “interesting you” to work!)10. 10. Intense Appetite for Technology.Intense Appetite for Technology. (E.g.: Are you a “leading edge (E.g.: Are you a “leading edge user” of Social Media?)user” of Social Media?)11. 11. Embrace “Marketing”Embrace “Marketing” (Your own CSO/Chief Storytelling Officer). (Your own CSO/Chief Storytelling Officer).12. 12. Obsessed with RenewalObsessed with Renewal (Your own CLO/Chief Learning Officer). (Your own CLO/Chief Learning Officer). 13. 13. Execution Excellence!Execution Excellence! (Show up early! Leave late! Sweat the details!) (Show up early! Leave late! Sweat the details!)14. 14. EXCELLENCE. PERIOD. EXCELLENCE. PERIOD. (What else?)(What else?)

A professional …A professional …

**ability to work**ability to work unsupervised unsupervised**ability to certify the**ability to certify the completion of a job completion of a job**ability to behave with**ability to behave with integrity at all times integrity at all times

Source: Subroto Bagchi, Source: Subroto Bagchi, The Professional: Defining the New Standard of Excellence at WorkThe Professional: Defining the New Standard of Excellence at Work

Personal Personal “Brand Equity” Evaluation“Brand Equity” Evaluation

– My current Project is challenging me in these My current Project is challenging me in these ways …ways …

– New things I’ve learned in the last 90 days New things I’ve learned in the last 90 days include …include …

– I am known for (2 to 3 things); next year at I am known for (2 to 3 things); next year at this time I’ll also be known for (1 more thing).this time I’ll also be known for (1 more thing).

– My public “recognition program” My public “recognition program” consists of …consists of …

– Substantial additions to my Network in the last Substantial additions to my Network in the last 90 days include …90 days include …

– MY RESUME IS MY RESUME IS DISCERNIBLYDISCERNIBLY DIFFERENTDIFFERENT FROM LAST YEAR’S FROM LAST YEAR’S

AT THIS TIME AS FOLLOWS …AT THIS TIME AS FOLLOWS …

"The illiterate of the "The illiterate of the 21st Century will not 21st Century will not be those who cannot be those who cannot

read or write, read or write, but but those who cannot those who cannot learn, unlearn and learn, unlearn and

relearnrelearn."." —Alvin Toffler—Alvin Toffler

““My ancestors were printers My ancestors were printers in Amsterdam from 1510 or in Amsterdam from 1510 or

so until 1750, so until 1750, and during and during that entire time they that entire time they didn’t have to learn didn’t have to learn

anything new.”anything new.”—Peter Drucker,

Business 2.0

““You must realize that how you invest your human You must realize that how you invest your human capital matters as much as how you invest your capital matters as much as how you invest your

financial capital. Its rate of return determines your financial capital. Its rate of return determines your

future options. future options. Take a Take a jjob for what it ob for what it teaches teaches yyou, not for what it ou, not for what it ppaayyss. . Instead of a potential employer Instead of a potential employer

asking, ‘Where do you see yourself in asking, ‘Where do you see yourself in 5 years?’ you’ll ask, ‘If I invest my 5 years?’ you’ll ask, ‘If I invest my mental assets with you for 5 years, mental assets with you for 5 years,

how much will they appreciate? How how much will they appreciate? How much will my portfolio of career much will my portfolio of career

options grow?’ ”options grow?’ ” —Stan Davis & Christopher —Stan Davis & Christopher Meyer, Meyer, futureWEALTHfutureWEALTH

Brand Equity DEPRECIATION:Brand Equity DEPRECIATION:

Rate: 15%?, 25%?Rate: 15%?, 25%?

Therefore:Therefore: FormalFormal “Investment “Investment

Strategy”/Strategy”/F.R.I.P.*F.R.I.P.***FFORMAL ORMAL RRenewal enewal IInvestment nvestment PPlanlan

Addenda:Addenda: A tour of A tour of duty in duty in finance!finance!

Gotta learn the numbers. Gotta have pals in Gotta learn the numbers. Gotta have pals in the finance department.the finance department.

““This is the true joy of Life, the This is the true joy of Life, the being used for a purpose being used for a purpose

recognized by yourself as a recognized by yourself as a mighty one … the being a force mighty one … the being a force of Nature instead of a feverish, of Nature instead of a feverish,

selfish little clod of ailmentsselfish little clod of ailments and grievances complaining and grievances complaining that the world will not devote that the world will not devote

itself to making you happy.”itself to making you happy.” —G.B. Shaw, —G.B. Shaw, Man and SupermanMan and Superman

BingoBingo!!

THE WORK MATTERS

The Professional Service Firm50: Fifty Ways to The Professional Service Firm50: Fifty Ways to Transform Your “Department” into a Transform Your “Department” into a Professional Service Firm Whose Trademarks Professional Service Firm Whose Trademarks are Passion and Innovation! are Passion and Innovation!

The Project50: Fifty Ways to Transform Every The Project50: Fifty Ways to Transform Every “Task” into a Project That Matters! “Task” into a Project That Matters!

The Brand You50: Fifty Ways to Transform The Brand You50: Fifty Ways to Transform Yourself from an “Employee” into a Brand That Yourself from an “Employee” into a Brand That Shouts Distinction, Commitment, and Passion!Shouts Distinction, Commitment, and Passion!

““BE THE BEST. BE THE BEST. IT’S THE ONLY IT’S THE ONLY

MARKET THAT’S MARKET THAT’S NOT CROWDED.”NOT CROWDED.”

From: From: Retail Superstars: Inside the 25 BestRetail Superstars: Inside the 25 Best Independent Stores in America,Independent Stores in America, George Whalin George Whalin