Thursday, February 3, 2011

EXCELLENCE

This document is #2 in a series of 48 highlights from Tom Peters' The Little BIG Things: 163 Ways to Pursue Excellence (HarperStudio, 2010). For more information, visit tompeters.com.
Bottom line: Give the "soft side" of quality the respect it deserves!

5.If Not Excellence, What? If Not Excellence Now, When?


"Strive for excellence. Ignore success."— Professional driver Bill Young

"Excellence can be obtained if you:
" ... care more than others think is wise;
" ... risk more than others think is safe;
" ... dream more than others think is practical;
" ... expect more than others think is possible."
—K. Sriram @ tompeters.com

"A minute. You 'achieve' Excellence by promising yourself right now that you'll never again
knowingly do anything that's not Excellent—regardless of any pressure to do otherwise by any
boss or situation." —Tom Watson, IBM, approximate words, on how long it takes to achieve
Excellence

6. Whither Excellence? Or: Asleep at the Wheel. One of our best business analysts, James B.
Stewart, offered this "simple" commentary on the staggering decline of General Motors (in the
June 3, 2009, Wall Street Journal):

"It has been long in coming, this slow death of what was once
the greatest and biggest corporation in the world. The myriad causes of its demise have been
thoroughly chronicled, but to my mind one stands out: The custodians of GM simply gave up
trying to build the best cars in the world. To accommodate a host of competing interests, from
shareholders to bondholders to labor, they repeatedly compromised on excellence. Once
sacrificed, that reputation has proved impossible to recapture. ... Can anyone say GM builds the
best cars in any category?"

And you?
Has the word "EXCELLENCE" per se been used as a basis for evaluating your actions? Could
you personally call the outcome of each meeting or the nature of the milestone/s achieved
"EXCELLENT"?

Key idea: The "Excellence Standard" is not about Grand Outcomes. In Zen-like terms, all we
have is today. If the day's work cannot be assessed as Excellent, then the oceanic overall goal of
Excellence has not been advanced. Period.

7. "Quality": You'll Know It When You See It. Six Sigma is "good stuff"—great stuff. No
doubt whatsoever about it. From a more encompassing standpoint, the quality "movement" added billions upon billions of dollars to America's bottom line.Only ... Whoops! Better car quality— which we surely got from GM and Ford—was supposed to have saved the U.S. automotive industry from the Japanese automotive onslaught.

Am I suggesting you scrap quality programs? Hardly! But "quality," as it's commonly
understood, is Six Sigma-ish and readily measured. But there's more to it. Much more. I believe
that "quality," like "Excellence," is one of those ... "I'll know it when I see it" ... words. So
quantify quality all you want (please do!) ... but don't forget that quality is equally—nay,
primarily—determined by something that is elusive, mysterious, indefinable. And ... in the eye of te beholder.

8. Excellence Is ...
Excellence is the best defense.
Excellence is the best offense.
Excellence is the answer in good times.
Excellence is the answer in tough times.
(Excellence is the answer in tough times.)
Excellence is about the big things.
Excellence is about the little things.
Excellence is a relationship.
Excellence is a philosophy.
Excellence is an aspiration.
Excellence is immoderate.
Excellence is a pragmatic standard.
Excellence is execution.
Excellence is selfish.
Excellence is selfless.
Excellence is what keeps you awake.
Excellence is what lets you sleep well.
Excellence is a moving target.
Excellence is that which ... knows no bounds.
EXCELLENCE. Always.
If not EXCELLENCE, what?
If not EXCELLENCE now, when?
EXCELLENCE is not an "aspiration."
EXCELLENCE is the next five minutes.

Thursday, May 6, 2010

Why Amish Businesses Don't Fail

(CNNMoney.com) -- Want to find America's most successful entrepreneurs? Skip Silicon Valley and Manhattan; head to the rural Amish enclaves.
Amish businesses have an eye-popping 95% success rate at staying open at least five years, according to author Erik Wesner's new book, Success Made Simple: An Inside Look at Why Amish Businesses Don't Fail.

It's a statistic he backs up with a variety of academic surveys, drawing particularly on a 2009 report by Elizabethtown College sociology professor Donald Kraybill. Studying several Amish settlements, Kraybill found failure rates ranging from 2.6% and 4.2%; interviews with loan officers, accountants and industry professions in other Amish regions yielded additional anecdotal evidence of closure rates significantly south of 10%.

Compare that to the average five-year survival rate for new businesses across the United States, which hovers just under 50%. So what's the secret?
Wesner, who worked in business management and sales before immersing himself in all things Amish, thinks it lies in the culture, which emphasizes "qualities like hard work and cooperation." Networking through Facebook doesn't exactly have the same community-building pull as teaming up with neighbors to build a barn, and few Americans these days can point to a childhood where they awoke regularly at dawn to milk the cows.
Another key advantage is that Amish business owners tend to stick with what they know.
"Everything about the Amish says things like 'rustic,' 'traditional,' 'handmade,' so they tend to play to those strengths," Wesner says. "Would consumers trust an Amish cell-phone dealer or an Amish computer repair guy to know what he's doing? It'd be a pretty big mental and marketing hurdle to get over."

If you ask an Amish entrepreneur why they're successful, don't expect a lot of soul-searching or reflection on what they do right. A group known for being unfailingly polite and modest, the Amish will likely pin the praise on anyone else but themselves.
Certainly, Myron Miller, an Amish businessman in Millersburg, Ohio, near Akron, would be a good role model for other entrepreneurs, although he would never tell you that. "I run my business according to God's way and plan," Miller says.

The Almighty has been a good business coach for Miller, a 40-year-old father of six. He started his company 15 years ago and now has two separate entities: Four Corners Furniture, a retail furniture-making operation open to the public, and Miller Bedroom Wholesale, which sells directly to distributors. Miller employs 12 full-time workers and two part-timers.
Not bad for someone with an eighth grade education, which is where the Amish routinely end their formal schooling.

Miller thought about starting a farm when he was just beginning his career, but farmland was scarce and expensive. "They were all being used," he says. "So my thing is, I saw all the tourism coming in -- we're blessed to be the number one-tourism attraction in Ohio -- and so I thought I'd try to go into that, selling furniture to the tourists. Then I realized that was just the tip of the iceberg. I thought I'd spread my wings and market the furniture elsewhere."
Miller now works with 75 dealers, who sell his wares across the country. He banded together with other Amish owners to create a hardwood furniture guild, which helps market their products -- an important publicity channel since Miller's businesses have no website. He uses terms like "out of the box," routinely reads business books (especially those with a religious business bent), and has attended seminars by motivational and performance training guru Zig Ziglar.

Even if most people's idea of an Amish businessman is someone selling homemade cheese transported by horse and buggy, Miller isn't an anomaly, according to Kraybill, who has become one of the nation's leading academic experts on the Amish. He estimates that there are at least 9,000 Amish business owners across the U.S, which he divides into two groups: "caretakers" and "entrepreneurs."

"Caretakers generally have smaller, at-home or near-home businesses with five or fewer employees, and they don't want to grow, but simply sustain income for themselves and a small number of employees," Kraybill says. "The entrepreneurs are a different breed. They have larger businesses and somewhat want to grow, and they are more aggressive in marketing, trying new ideas, and are willing to take risks."

Risks like buying a failing business and trying to turn it around. Two years ago, in Glen Rock, Penn., Ben Riehl purchased a flagging food stand at Markets at Shrewsbury, a gathering spot for Amish vendors. He turned to entrepreneurship as a way out of what he calls "somewhat of a dead-end job," working in the metalworking and machine shop at a plastics company.
Riehl renamed the shop the Country Style Deli and enlisted his wife, Mary, and their two sons to help him work the stand, which sells local and imported cheeses, homemade breads, and subs and sandwiches. They also employ four other people part-time.

But Riehl launched just as the Great Recession went into full swing. Customers that once spent $25 on a visit to the stand cut their purchases in half. Country Style Deli is managing to turn a small profit, Riehl says, but it's not enough yet to allow him to leave his full-time job.
But he sounds like any other entrepreneur with a plan and dream when he talks about his startup. "We work hard to give customers quality product at a reasonable price, and we strive to give courteous and competent service," says Riehl. "We want the customers to have an experience that is different than pulling things out of a self-serve case and using the self checkout. We try to make it interactive and personal."

Clinging to values
Amish business owners face more restrictions than your typical entrepreneur.
Wesner says that while the Amish have made allowances and will, for instance, make products that they don't use themselves -- like designer-label leather clothing or high-priced toys -- they won't touch any business "that may be seen as morally questionable." Don't hold your breath waiting for an Amish-owned casino, liquor store or debt collection service.
But modern touches are creeping into the business scene. Some Amish retailers use electricity in their shops, more as a nod to customers who expect air-conditioning and credit-card machines. They're often fueled with alternative energy sources, like solar and wind power.
In his field research, Wesner found some Amish entrepreneurs conducting business using cell phones, fax machines and even e-mail. It's still a sensitive topic -- not because the Amish believe it's unethical to use these devices, but because they can have a subtle, adverse impact on the entrepreneur. Miller struggles with it himself, in ways that will sound familiar to any CrackBerry addict battling for a word-life balance.

"The smarter you get, and the more technology you use for your business, the more impact it has on families," he says. "For instance, there was a time the farmer would be in the parlor milking cows, and everyone was there, singing songs, and it was work, but it was also family time. Now, an Amish farmer is likely to be milking forty cows, and the children are at school. That's practical living, and you've got to keep up. But at the same time, it takes away from that balance, and you have to ask yourself, 'How far do you let technology affect your business?'"
Miller answers his own question in the next breath: "I guess you just have to stay true to your convictions and draw your own lines and not overdo it where you lose the values and your way of life."

Friday, March 19, 2010

Tech Tip: Why Every Employee Needs 2 Monitors

Do your employees have two monitors at their desks? A Microsoft research study shows that employees with a dual-monitor setup increased their overall work performance by 9%, and by as much as 50% on certain tasks, such as cutting and pasting.

Mike Foster, an IT guru and Vistage speaker, says, “Dual monitors can pay for themselves quickly with increased worker productivity. Users who try two monitors and see how productive they can be never go back.”

How do you set up two monitors for one computer? Have someone on your IT team set up your second monitor so that it becomes an extension of your primary monitor. You should be able to move your cursor from one screen to the other. Once you are set up, practice using your email program on the left monitor and your other applications on the right monitor. Explore different configurations until you find what feels comfortable. You may want to keep applications with private information on the smaller monitor or whichever one is less exposed to people walking by your desk.

“You can easily drag applications (like your web browser, email, etc) from your main monitor to the spare monitor,” says Foster. “This doubles the amount of information you can see at the same time.”

Tuesday, March 9, 2010

Do One Thing and Do It Well

In Good to Great, Collins uses Walgreens as an example of a company that finely honed its focus and outperformed the stock market by more than 15 times from 1975 to 2000. The changes there were insider driven.

Charles “Cork” Walgreen III transformed the lackluster company by getting rid of more than 500 restaurants and refocusing the business on becoming the most convenient drug store. It was an emotional decision because Walgreens invented the malted milk shake, his grandfather started in food service, and the restaurants Walgreen dumped included those named after him, Corky’s.

But Walgreen was determined. He gave his team five years to accomplish the task. When after six months, no progress had been made, he told his team they now had four and half years. Then, they got busy. With that narrowed focus, there’s more Walgreens than the ubiquitous Starbucks and they offer drive-through and 24-hour pharmacies even in dodgy neighborhoods, flu shots on demand, passport photos, reasonably priced milk and bread, all designed for customer convenience.

Collins calls this the “Hedgehog” concept, doing one thing and doing it well. In his book Good to Great, he uses the parable of the clever, devious fox and the simple hedgehog. The fox keeps coming up with new ideas to eat the hedgehog, but the hedgehog handily defeats him by doing his one trick: rolling into a thorny ball.

The concept requires the intersection of three answers: What are you passionate about? What can you be the best at? What can actually make you a living? And the answer must meet all three criteria.

This exercise can also be used by young people trying to sort their way in life, their personal hedgehog, as much as a business trying to figure out what purpose they serve.

At his website, www.JimCollins.com, he offers various assessment tools and writings for free.

Wednesday, January 27, 2010

7 Ways Business Owners Can Use Twitter


As a business leader you may think of Twitter as a fad or even something inconsequential to your business. But did you know that it can be a useful and quick tool? Here's how to use Twitter in your business.

  1. Post you new job openings with a link back to the careers page of your site.
  2. Post new product announcements with a link back to the product page.
  3. Screen new hire candidates by checking out their "Tweets" to see if the personality behind them is one that you want at your company.
  4. Search your company name to see what, if anything, is begin said about you.
  5. Tweet about any new article written by your company or about your company with a link to it.
  6. Connect with your customers on Twitter and find out what they want and need from your company, then keep them informed as to how you’re accomplishing it.
  7. Respond to industry leaders about their Tweets. By engaging them, you’re increasing your brand recognition and may also be opening a door to a new business opportunity.

Friday, November 20, 2009

Five Free, Effective Ways to Make Your Employees Better



Ouch....it's almost been 2 months since last post!!! Here it goes....

Not long ago, the hot water heater in our home went on the fritz. I knew enough to try to light the pilot light on my own, but in the end, I ended up having to call a repairman.

When the repairman arrived, he took the time to explain each part of the hot water heater to me before he even started and told me what his diagnostic plan would be. As he tried different things, he eventually came to the conclusion - in a very clear and articulate way - that there were two separate concerns with the heater that would require the replacement of enough parts that I should consider a new heater. He then walked me through some of the considerations I should think about before deciding which way to go and gave me some resources to look at.

The worker was so competent and impressive that we eventually had his company replace our water heater for us - and he did the work. Afterwards, I shook his hand and thanked him for his efforts.

He said, “Thank my boss. I’ve been doing hot water heaters for fifteen years and everything I know came from him.”

This employee was well-mannered, courteous, knowledgeable, and thoroughly impressive - so much so that I brought repeat business to that company. What kind of relationship brings about that kind of employee - and that kind of loyalty?

Later that day, I called the owner of the company and told him that his worker was quite impressive. The owner let me in on five little tactics that he attributed this successful relationship to - that, in other words, turned a good employee into a great one.

And, no, they don’t involve throwing money at the problem.

First, show the employee exactly how you want the job done. If you want the employee to just replace water heaters, just show them how to turn a wrench. If you want the employee to be courteous to the customer and explain things in detail, show them how to do that, too. You can’t expect greatness if you don’t provide an indication of what greatness is.

Second, encourage them to work on their people skills. The classic book How to Win Friends and Influence People is a real home run here. The book effectively breaks down the mechanics of interacting well with others into little bite-sized pieces. Every once in a while, drop one of these pieces on an employee and show them how to use it on a customer - or another person - to positive effect. Quite humorously, the business owner was a single guy and he said that he often illustrated Carnegie’s points by using those exact mechanisms to pick up women at a bar when going out with employees. He’d then encourage the employees to copy that success - and when they did, they’d also be practicing a “people skill” that could be utilized in the workplace.

Third, don’t be afraid to compliment good work. Many employers are afraid to compliment too often, as it may give an employee an inflated sense of worth. Instead, a better approach is simply to compliment improvement. This means that when an employee is first getting started - and has low confidence in their work - you’ll dole out lots of compliments, as their work is improving rapidly. Later, though, when they’ve built self-confidence, you don’t need to dole out compliments nearly as often. A self-confident employee is a reliable one, one that will make you money.

Fourth, don’t completely knock down bad work. Every employee - especially a new one - is going to do it wrong to begin with. Instead of starting off by informing them where they went wrong, tell them first where they went right. Then identify just a small number of the biggest flaws in what remains and tell them - don’t make a long laundry list of mistakes for them to process. End with an encouragement.

Finally, show trust. If an employee repeatedly shows that they’re capable, show them you know it by extending your trust. Allow your employees to handle some of the billing themselves. Allow your top employees to supervise new ones. Allow your trusted employees to make minor situational decisions on your behalf. Showing someone worthy of trust that you trust them results in a positive for both of you - you have less of a burden to carry and their self-worth gets a large boost.

These five tactics helped turn a down-on-his-luck kid freshly out of high school into a lifelong self-confident employee who brings new customers into the business. And it doesn’t involve raises or bonuses.

Sounds like a real bargain to me!

Trent Hamm (The Simple Dollar)

Wednesday, September 23, 2009

For Rent: Chief Financial Officer

Firms Outsource a Top Job as Cheaper Than Hiring Their Own Executive

By RAYMUND FLANDEZ

This past year, Al Lovata, chief executive of Be Our Guest Inc., cut expenses for his party-equipment rental business by laying off staff and reducing workers' salaries. He credits an "outsourced" chief financial officer with helping him prepare for the worst of the economic downturn.

The Boston-based company had sales growth in the double digits for the past few years, when revenue fell flat last fall. Now, thanks to the part-time CFO's guidance, the company is stable with revenue down 20% to 30%, but profitability higher than in the previous months, he says.

If we hadn't had this service, "we would still be struggling," Mr. Lovata says.
Mike Loria of Re.Source Partners Asset Management, in Detroit, consults his CFO, Sheri Pawlik of B2B CFO. Some small-business owners in need of accounting help to balance their books and guide them out of a financial black hole are renting CFOs rather than hiring them. The strategy comes at a time when the deep recession has forced small companies to look for money-saving alternatives that can yield good returns yet avoid substantial overhead costs.

"They're looking for ways to streamline and be efficient as they can," says Glenn Dunlap, a co-founder of Milestone Advisors LLC, a small-business consulting firm in Indianapolis that provides CFO services. The average annual salary for a full-time CFO in a small- to medium-size businesses ranges from $94,250 to $175,750, according to a 2009 Salary Guide by Robert Half International Inc., a Menlo Park, Calif., staffing services firm that serves the accounting and finance fields. Renting one can be significantly cheaper.

B2B CFO Partners LLC, a Phoenix, Ariz., firm that has over 100 CFOs-for-rent, charges at least $300 to $400 per month for the service. The company has doubled the number of small- to mid-size business clients to 650 since 2007, says Jerry L. Mills, founder and chief executive.
Business owners often want such a service when their company's finances are getting more complex and need someone with more financial expertise, says Germain Böer, professor of management and director of the Owen Entrepreneurship Center at Vanderbilt University in Nashville.

Still, he cautions that some small businesses that have simple financial structures or are completely self-financed may find renting a CFO not so useful. But "if you have a loan in the bank or an outside investor, something like this is well worth considering," he says.
These CFOs have a bigger role than accountants, who mainly keep track of the company's books. They work with business owners to manage their accounting and finance departments, connect them with business sources that can help them grow and provide financial data to help make strategic long-term or day-to-day decisions. Many are certified public accountants.

The payment structure varies. Some are on project-oriented deals, such as developing financial projections, assisting with raising capital or completing a business plan. Some are on-going in nature and can be based on an hourly or flat monthly fee. Concerns regarding privacy from such consultants can easily be mitigated by nondisclosure agreements, experts say. Mr. Mills suggests that small businesses interview at least three CFO candidates, assess the quality of the firm they work for and avoid long-term contracts, if possible.

Some business owners turn to CFOs to establish proper bookkeeping systems. Ruthann P. Lacey, owner of a law practice in Tucker, Ga., brought in a part-time CFO in October. Before, an office manager handled bookkeeping while she also turned to her husband for ad-hoc financial and tax-preparation advice. "I didn't really know what the big picture was," she says. "I only knew we made payroll every month."

Upon the advice of her rented CFO, she installed QuickBooks software, hired an accountant and sorted out the company's accounts-receivable system, billing those customers who owed the company. Ms. Lacey also began reviewing monthly reports about cash flow and profitability that's making it easier for her to make hiring decisions or put more into the marketing budget. She says she's quite happy paying the rented CFO's $185 per-hour rate about 15 to 20 hours per month, because she can't afford a full-time executive. "This is something I should have done a long time ago," she says.

Entrepreneur Bob Compton, founder and chief executive of Vontoo Inc., an Indianapolis-based voice-messaging company, says he has rented CFOs for six companies he has started or been a lead investor in. "To hire a CFO in the early-going is a waste of money," Mr. Compton says. "It's much better to invest that money in engineers and sales people."
For Vontoo, he pays $5,000 a month for the CFO's strategic advice, bookkeeping services and accounting expertise. "It's a tremendous cost-saving," he says.

A company outsider can also help deliver a reality check. Re.Source Partners Asset Management Inc., a reseller of technology products in Detroit, has used cash to fuel growth since 2001 but is now using a line of credit for the first time, and needed help managing the new financing. In 2007, Mike Loria, the company vice president, brought in a part-time CFO who advised the company to rein in aggressive plans for growth and prepare for flat sales this year of about $9 million.

The CFO is more objective and "someone who can prevent us from making any bad decisions,"
Mr. Loria says. "It has really given us a level of confidence that we did not have in decision making."

Write to Raymund Flandez at raymund.flandez@wsj.com
Printed in The Wall Street Journal, page B7
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