Almost all quality improvement comes via simplification of design, manufacturing… layout, processes, and procedures.
TOM PETERSWe cannot innovate without opening the door to havoc.
More Tom Peters Quotes
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Excellent firms don’t believe in excellence – only in constant improvement and constant change.
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Listen while you can, so that you can lead when you must.
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The world has not just “turned upside down”. It is turning in every which way at an accelerating pace.
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Dot the i’s, cross the t’s, answer the phones promptly, send out errorless invoices, and in general never forget that the devil is in the details.
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Swipe from the best, then adapt.
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Business ceases to be work when you’re chasing a dream that has engorged you. (“Work should be more fun than fun” – Noel Coward.) And if the passion isn’t there. then biotech and plumbing will be equal drags.
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How do you achieve excellence?…Stop doing non-excellent stuff!
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The delivery and presentation media are important, and each format has its advantages and disadvantages, but ultimately I just want to read what I want to read, when and where I want.
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As a consumer, you want to associate with brands whose powerful presence creates a halo effect that rubs off on you.
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Community. A friend started a real estate brokerage a few years ago. By the time she’d added her second employee, she was a pillar of her 35,000-person community.
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Smile if it kills you. The physiology of smiling diffuses a lot of anger and angst. It makes your body and soul feel better.
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Who comes first? Don’t be silly, says King Hal; it’s employees. That is – and this dear Watson, is elementary – if you genuinely want to put customers first, you must put employees more first.
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If you love your company and love what you do, you will serve your customers better-period!
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The difference between great and average is, mostly, having the imagination and zeal to re-create yourself daily.
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Sorry, but those are two of the most profoundly upsetting questions anyone can ask – upsetting because the answer should be obvious: Do what turns you on, not what the statistics say is best.
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Formula for success: under promise and over deliver.
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Have you set high standards in the past that make it clear what level of performance you demand?
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Some people have argued that listening to a work of literature does not really promote literacy in the same way that reading does.
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Divas do it, golfers do it, pilots do it, violists do it, sprinters do it, soldiers do it, surgeons do it, astronauts do it…only business people think it isn’t necessary to train.
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Celebrate what you want to see more of.
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The day firing becomes easy is the day to fire yourself.
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You can’t think your way out of a box; you’ve got to act.
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The dominant culture in most big companies demands punishment for a mistake, no matter how useful, small, invisible.
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Progress is mostly the product of rogues.
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Treat the customer as an appreciating asset.
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Customers perceive service in their own unique, idiosyncratic, emotional, irrational, end-of-the-day, and totally human terms. Perception is all there is!
TOM PETERS