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A Passion For Excellence – Tom Peters (Short-Cut) (25 minutes)

There is a revolution brewing in small and large businesses across the country and it’s all about going back to basics. In this programme best-selling author Tom Peters will introduce you to passionate champions.

This programme inspired by "In Search of Excellence" is about the revolutionary difference that takes place when the leader has a passion – A Passion for Excellence. Tom Peters highlights the methods and accomplishments of some of these "never-say-die" individuals and describes how successful retail travel public service fast food and textile organisations have gained a competitive edge through excellence. Companies/individuals featured: Donald Shafer (Mayor of Baltimore) Frank Perdue Kelly Johnson SAS Airlines Cadillac Company Dud ‘n Suds People Express Airline Sarah Clifton Air Force Ret. General Bill Creech Walmart

Key Learning Points:

  • Customers
    • foster superior unswerving customer service
    • listening is the highest form of courtesy
    • individuals perceive service in their own terms
    • give the customer something worth paying for
  • Innovation
    • encourage and support creativity and risk taking
    • get on with it try it test it
    • look for the determined turned-on persistent champion
    • dangers of champions turning into controllers
  • People
    • target areas of individual competence that determine long-term excellence
    • every person is capable of being innovative and delivering customer service
    • treat people with respect and dignity
    • understand the creative potential of individuals
  • Leadership
    • lead don’t manage
    • focus on increased levels of quality
    • get to know your staff
    • have pride in your organisation

 

Also available: A Passion for Excellence with Tom Peters( Long Version) – Product code : EMDA-030

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Cutting Edge Communication Series

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