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Excellence1982: The Bedrock “Eight Basics” 1. A Bias for Action 2. Close to the Customer

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Excellence1982: The Bedrock “Eight Basics” 1. A Bias for Action 2. Close to the Customer

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  1. Welcome to Tom Peters “PowerPoint World”! Beyond the set of slides here, you will find at tompeters.com the last eight years of presentations, a basketful of “Special Presentations,” and, above all, Tom’s constantly updatedMaster Presentation—from which most of the slides in this presentation are drawn. There are about 3,500 slides in the 7-part “Master Presentation.” The first five “chapters” constitute the main argument: Part I is context. Part II is devoted entirely to innovation—the sine qua non, as perhaps never before, of survival. In earlier incarnations of the “master,” “innovation” “stuff” was scattered throughout the presentation—now it is front and center and a stand-alone. Part III is a variation on the innovation theme—but it is organized to examine the imperative (for most everyone in the developed-emerging world) of an ultra high value-added strategy. A “value-added ladder” (the “ladder” configuration lifted with gratitude from Joe Pine and Jim Gilmore’s Experience Economy) lays out a specific logic for necessarily leaving commodity-like goods and services in the dust. Part IV argues that in this age of “micro-marketing” there are two macro-markets of astounding size that are dramatically under-attended by all but a few; namely women and boomers-geezers. Part V underpins the overall argument with the necessary bedrock—Talent, with brief consideration of Education & Healthcare. Part VI examines Leadership for turbulent times from several angles. Part VII is a collection of a dozen Lists—such as Tom’s “Irreducible 209,” 209 “things I’ve learned along the way.” Enjoy! Download! “Steal”—that’s the whole point!

  2. NOTE:To appreciate this presentation [and ensure that it is not a mess], you need Microsoft fonts:“Showcard Gothic,”“Ravie,”“Chiller”and“Verdana”

  3. Tom Peters’ X25*EXCELLENCE. ALWAYS.North Mississippi Medical CenterTupelo/26 October 2007*In Search of Excellence 1982-2007

  4. 25

  5. Excellence1982: The Bedrock “Eight Basics” 1. A Bias for Action 2. Close to the Customer 3. Autonomy and Entrepreneurship 4. Productivity Through People 5. Hands On, Value-Driven 6. Stick to the Knitting 7. Simple Form, Lean Staff 8. Simultaneous Loose-Tight Properties”

  6. “Breakthrough” 82* People! Customers! Action! Values! *In Search of Excellence

  7. “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.” Source: Anon. (Posted @ tompeters.com by K.Sriram, November 27, 2006 1:17 AM)

  8. TP takes on Health/ Healthcare

  9. “When I climb Mount Rainier I face less risk of death than I’ll face on the operating table.”—Don Berwick

  10. Patient safety!IS/EMR/DSS/EBM!Prevention!Wellness! Chronic care!Elder care!Convenient care!Childhood obesity!Patient-centric!

  11. Sexy Cures vs Quality/Safety Surgeons vs Family Practice Physicians/CIOsFixing vs PreventingHealthcare vs HealthTom/$53K vs 1,000 Africans[Stanford?] vs Griffin/PlanetreeSF Internist vs Tom/Canyon Ranch

  12. TP Recommendation* #1:Dubai Healthcare City to Dubai Health City*Presentation at “First Middle Eastern Healthcare Summit”/01.2006

  13. “Every $1 spent on its wellness program ended up saving [Citigroup] $4.70, according to an academic study.”—WSJ/0329.07

  14. Childhood Obesity > Terrorism

  15. Bust fat docs!

  16. Sprint/Overland Park KS: Slow elevators, distant parking lots with infrequent buses, “food court” as “poorly” placed as possible, etc.Source: New York Times

  17. “Bump into factor”: Extra-size portions, eat more. Higher % shelf space snacks, more obesity. More liquor stores, more crime. High vs low fat: Japanese who emigrate to U.S. suffer 3X increase in heart disease.Source: Tom Farley & Deborah Cohen, Prescription for a Healthy Nation

  18. HealthWorks!NMMC! Mississippi!Global Leadership!#1 Problem of our time!

  19. The greatest dangerfor most of usis not that our aim istoo highand we miss it,but that it istoo lowand we reach it.Michelangelo

  20. “One who does less than he can is a thief.”—Gandhi

  21. “What’s Really Propping Up the Economy: Healthcare has added 1.7 million jobs since 2001. The rest of the private sector? None.”Source: Title, cover story, BusinessWeek, 0925.2006

  22. PLANETREE/PLANETREE ALLIANCE: A DIFFERENT MODEL

  23. The 9 Planetree Practices1.The Importance of Human Interaction2. Informing and Empowering Diverse Populations: Consumer Health Libraries and Patient Information3. Healing Partnerships: The importance of Including Friends and Family4. Nutrition: The Nurturing Aspect of Food5. Spirituality: Inner Resources for Healing6. Human Touch: The Essentials of Communicating Caring Through Massage7. Healing Arts: Nutrition for the Soul8. Integrating Complementary and Alternative Practices into Conventional Care9. Healing Environments: Architecture and Design Conducive to HealthSource: Putting Patients First, Susan Frampton, Laura Gilpin, Patrick Charmel

  24. 1.The Importance of Human Interaction

  25. Press Ganey Assoc:139,380 former patients from 225 hospitals:noneof THE top 15 factors determining Patient Satisfaction referred to patient’s health outcomePSdirectly related to StaffInteractionPSdirectly correlated with Employee SatisfactionSource: Putting Patients First, Susan Frampton, Laura Gilpin, Patrick Charmel

  26. “There is a misconception that supportive interactions require more staff or more time and are therefore more costly. Although labor costs are a substantial part of any hospital budget, the interactions themselves add nothing to the budget. Kindness is free. Listening to patients or answering their questions costs nothing. It can be argued that negative interactions—alienating patients, being non-responsive to their needs or limiting their sense of control—can be very costly. … Angry, frustrated or frightened patients may be combative, withdrawn and less cooperative—requiring far more time than it would have taken to interact with them initially in a positive way.”—Putting Patients First, Susan Frampton, Laura Gilpin, Patrick Charmel

  27. 2.Informing and Empowering Diverse Populations: ConsumerHealth Libraries and Patient Information

  28. Planetree Health Resources Center/1981Planetree Classification SystemConsumer Health LibrariansVolunteersClasses, lecturesHealth FairsGriffin’s Mobile Health Resource CenterOpen Chart PolicyPatient Progress NotesCare Coordination Conferences (Est goals, timetable, etc.)Source: Putting Patients First, Susan Frampton, Laura Gilpin, Patrick Charmel

  29. 3.Healing Partnerships: The Importance of IncludingFriends and Family

  30. “Family members, close friends and ‘significant others’ can have a far greater impact on patients’ experience of illness, and on their long-term health and happiness, than any healthcare professional.”—Through the Patient’s Eyes

  31. Care Partner Programs(IDs, discount meals, etc.)Unrestricted visits(“Most Planetree hospitals have eliminated visiting restrictions altogether.”) (ER at one hospital “has a policy of never separating the patient from the family, and there is no limitation on how many family members may be present.”)Collaborative Care ConferencesClinical Guidelines DiscussionsFamily SpacesPet Visits(POP: Patients’ Own Pets)Source: Putting Patients First, Susan Frampton, Laura Gilpin, Patrick Charmel

  32. 4. Nutrition:The Nurturing Aspect of Food

  33. KitchenBeautiful cutlery, plates, etcChef reputationSource: Putting Patients First, Susan Frampton, Laura Gilpin, Patrick Charmel

  34. 5. Spirituality: Inner Resources for Healing

  35. Spirituality: Meaning and Connectedness in Life1. Connected to supportive and caring group2. Sense of mastery and control3. Make meaning out of disease/ find meaning in sufferingSource: Putting Patients First, Susan Frampton, Laura Gilpin, Patrick Charmel

  36. Griffin:redesign chapel(waterfall, quiet music, open prayer book)Other: music, flowers, portable labyrinthSource: Putting Patients First, Susan Frampton, Laura Gilpin, Patrick Charmel

  37. 6.Human Touch: The Essentials of CommunicatingCaring Through Massage

  38. “Massage is a powerful way to communicate caring.”—Putting Patients First, Susan Frampton, Laura Gilpin, Patrick Charmel

  39. Mid-Columbia Medical Center/Center for Mind and BodyMassage for every patient scheduled for ambulatory surgery (“Go into surgery witha good attitude”) Infant massageStaff massage (“caring for the caregivers”)Healing environments: chemo!Source: Putting Patients First, Susan Frampton, Laura Gilpin, Patrick Charmel

  40. 7. Healing Arts: Nutrition for the Soul

  41. Planetree: “Environment conducive to healing”Color!Light!Brilliance!Form!Art!Music!Source: Putting Patients First, Susan Frampton, Laura Gilpin, Patrick Charmel

  42. Griffin:Music in the parking lot; professional musicians in the lobby(7/week, 3-4hrs/day) ; 5 pianos; volunteers(120-140 hrs arts & entertainment per month).Source: Putting Patients First, Susan Frampton, Laura Gilpin, Patrick Charmel

  43. 8.Integrating Complementary and Alternative Practices into Conventional Care

  44. Griffin IMC/Integrative Medicine CenterMassageAcupunctureMeditationChiropracticNutritional supplementsAroma therapySource: Putting Patients First, Susan Frampton, Laura Gilpin, Patrick Charmel

  45. CAM (Complementary & Alternative Medicine):83M in US(42%)CAM visits 243M, greater than to PCP(Primary Care Physician) (With min insurance coverage)W-Educated-Hi incDon’t tell PCP (40%)<30% procedures used in conventional medicine have undergone RCTs(randomized clinical trials)Source: Putting Patients First, Susan Frampton, Laura Gilpin, Patrick Charmel

  46. 9. Healing Environments: Architecture andDesign Conduciveto Health

  47. “Planetree Look”Woods and natural materialsIndirect lightingHomelike settingsGoals: Welcome patients, friends and family … Value humans over technology .. Enable patients to participate in their care … Provide flexibility to personalize the care of each patient … Encourage caregivers to be responsive to patients … Foster a connection to nature and beautySource: Putting Patients First, Susan Frampton, Laura Gilpin, Patrick Charmel

  48. SoundTextureLightingColorSmellTasteSacred spaceSource: Putting Patients First, Susan Frampton, Laura Gilpin, Patrick Charmel

  49. Access to nurses station:“Happen to”vs“Happen with”Source: Putting Patients First, Susan Frampton, Laura Gilpin, Patrick Charmel

  50. The Eden Alternative**ElderCare

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