are no excellent companies. The old saw "If it ain't
broke, don't fix it" needs revision. I propose: "If
it ain't broke, you just haven't looked hard enough."
Fix it anyway.
Peters # Company,
- I urge
you to set a tough, quantitative target for adding "differentiators"
as I call them, to every service you provide.
Peters # Ambition,
- It is
essential to begin with emotion.
Peters # Emotional
an explosion of products and competitors, the consumer, individual
or commercial, is overwhelmed by choices. Your distinction
had best stand out - equivocally.
Peters # Products,
to customers must become everyone's business. With most competitors
moving ever faster, the race will go to those who listen (and
respond) most intently.
Peters # Customers,
a "learning organization". Shuck your arrogance
- "if it isn't our idea, it can't be that good"
- and become a determined copycat/ adapter/ enhancer.
Peters # Learning,
- Be guided
by the axiom: There are no limits to the ability to contribute
on the part of a properly selected, well-trained, appropriately
supported, and, above all, committed person.
Peters # Encouragement,
firms don't believe in excellence - only in constant improvement
and constant change.
Peters # Belief,
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