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The Resource The little big things : 163 ways to pursue excellent, (electronic resource)

The little big things : 163 ways to pursue excellent, (electronic resource)

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Summary
#131 The Case of the Two-Cent Candy Years ago, I wrote about a retail store in the Palo Alto environs-a good one, which had a box of two-cent candies at the checkout. I subsequently remember that "little" parting gesture of the two-cent candy as a symbol of all that is Excellent at that store. Dozens of people who have attended seminars of mine-from retailers to bankers to plumbing-supply-house owners-have come up to remind me, sometimes 15 or 20 years later, of "the two-cent candy story," and to tell me how it had a sizable impact on how they did business, metaphorically and in fact. Well, the Two-Cent Candy Phenomenon has struck again-with oomph and in the most unlikely of places. For years Singapore's "brand" has more or less been Southeast Asia's "place that works." Its legendary operational efficiency in all it does has attracted businesses of all sorts to set up shop there. But as "the rest" in the geographic neighborhood closed the efficiency gap, and China continued to rise-race-soar, Singapore decided a couple of years ago to "rebrand" itself as not only a place that works but also as an exciting, "with it" city. (I was a participant in an early rebranding conference that also featured the likes of the late Anita Roddick, Deepak Chopra, and Infosys founder and superman N. R. Narayana Murthy.) Singapore's fabled operating efficiency starts, as indeed it should, at ports of entry-the airport being a prime example. From immigration to baggage claim to transportation downtown, the services are unmatched anywhere in the world for speed and efficiency. Saga . . . Immigration services in Thailand, three days before a trip to Singapore, were a pain. ("Memorable.") And entering Russia some months ago was hardly a walk in the park, either. To be sure, and especially after 9/11, entry to the United States has not been a process you'd mistake for arriving at Disneyland, nor marked by an attitude that shouted "Welcome, honored guest." Singapore immigration services, on the other hand: The entry form was a marvel of simplicity. The lines were short, very short, with more than adequate staffing. The process was simple and unobtrusive. And: The immigration officer could have easily gotten work at Starbucks; she was all smiles and courtesy. And: Yes! Yes! And . . . yes! There was a little candy jar at each Immigration portal! The "candy jar message" in a dozen ways: "Welcome to Singapore, Tom!! We are absolutely beside ourselves with delight that you have decided to come here!" Wow! Wow! Wow! Ask yourself . . . now: What is my (personal, department, project, restaurant, law firm) "Two-Cent Candy"? Does every part of the process of working with us/me include two-cent candies? Do we, as a group, "think two-cent candies"? Operationalizing: Make "two-centing it" part and parcel of "the way we do business around here." Don't go light on the so-called substance-but do remember that . . . perception is reality . . . and perception is shaped by two-cent candies as much as by that so-called hard substance. Start: Have your staff collect "two-cent candy stories" for the next two weeks in their routine "life" transactions. Share those stories. Translate into "our world." And implement. Repeat regularly. Forever. (Recession or no recession-you can afford two cents.) (In fact, it is a particularly Brilliant Idea for a recession-you doubtless don't maximize Two-Cent Opportunities. And what opportunities they are.)
Language
eng
Work
Instance
Label
The little big things : 163 ways to pursue excellent
Title
The little big things
Title remainder
163 ways to pursue excellent
Creator
Contributor
Subject
Language
eng
Summary
#131 The Case of the Two-Cent Candy Years ago, I wrote about a retail store in the Palo Alto environs-a good one, which had a box of two-cent candies at the checkout. I subsequently remember that "little" parting gesture of the two-cent candy as a symbol of all that is Excellent at that store. Dozens of people who have attended seminars of mine-from retailers to bankers to plumbing-supply-house owners-have come up to remind me, sometimes 15 or 20 years later, of "the two-cent candy story," and to tell me how it had a sizable impact on how they did business, metaphorically and in fact. Well, the Two-Cent Candy Phenomenon has struck again-with oomph and in the most unlikely of places. For years Singapore's "brand" has more or less been Southeast Asia's "place that works." Its legendary operational efficiency in all it does has attracted businesses of all sorts to set up shop there. But as "the rest" in the geographic neighborhood closed the efficiency gap, and China continued to rise-race-soar, Singapore decided a couple of years ago to "rebrand" itself as not only a place that works but also as an exciting, "with it" city. (I was a participant in an early rebranding conference that also featured the likes of the late Anita Roddick, Deepak Chopra, and Infosys founder and superman N. R. Narayana Murthy.) Singapore's fabled operating efficiency starts, as indeed it should, at ports of entry-the airport being a prime example. From immigration to baggage claim to transportation downtown, the services are unmatched anywhere in the world for speed and efficiency. Saga . . . Immigration services in Thailand, three days before a trip to Singapore, were a pain. ("Memorable.") And entering Russia some months ago was hardly a walk in the park, either. To be sure, and especially after 9/11, entry to the United States has not been a process you'd mistake for arriving at Disneyland, nor marked by an attitude that shouted "Welcome, honored guest." Singapore immigration services, on the other hand: The entry form was a marvel of simplicity. The lines were short, very short, with more than adequate staffing. The process was simple and unobtrusive. And: The immigration officer could have easily gotten work at Starbucks; she was all smiles and courtesy. And: Yes! Yes! And . . . yes! There was a little candy jar at each Immigration portal! The "candy jar message" in a dozen ways: "Welcome to Singapore, Tom!! We are absolutely beside ourselves with delight that you have decided to come here!" Wow! Wow! Wow! Ask yourself . . . now: What is my (personal, department, project, restaurant, law firm) "Two-Cent Candy"? Does every part of the process of working with us/me include two-cent candies? Do we, as a group, "think two-cent candies"? Operationalizing: Make "two-centing it" part and parcel of "the way we do business around here." Don't go light on the so-called substance-but do remember that . . . perception is reality . . . and perception is shaped by two-cent candies as much as by that so-called hard substance. Start: Have your staff collect "two-cent candy stories" for the next two weeks in their routine "life" transactions. Share those stories. Translate into "our world." And implement. Repeat regularly. Forever. (Recession or no recession-you can afford two cents.) (In fact, it is a particularly Brilliant Idea for a recession-you doubtless don't maximize Two-Cent Opportunities. And what opportunities they are.)
Accompanying matter
technical information on music
Cataloging source
Midwest
http://library.link/vocab/creatorName
Peters, Thomas J
Dewey number
650.4/09
Form of composition
not applicable
Format of music
not applicable
Literary text for sound recordings
other
PerformerNote
Read by Thomas J. Peters
http://library.link/vocab/relatedWorkOrContributorName
  • Peters, Thomas J.
  • hoopla digital
http://library.link/vocab/subjectName
  • Industrial management
  • Excellence
Target audience
adult
Transposition and arrangement
not applicable
Label
The little big things : 163 ways to pursue excellent, (electronic resource)
Link
Instantiates
Publication
Distribution
Antecedent source
unknown
Capture and storage technique
digital storage
Carrier category
online resource
Carrier category code
  • cr
Carrier MARC source
rdacarrier
Color
not applicable
Configuration of playback channels
unknown
Content category
spoken word
Content type code
  • spw
Content type MARC source
rdacontent
Dimensions
  • not applicable
  • unknown
Edition
Unabridged.
Extent
1 online resource (1 audio file (11hr., 58 min.))
File format
unknown
Form of item
  • online
  • electronic
Governing access note
Digital content provided by hoopla
Groove width / pitch
not applicable
Isbn
9780062004192
Isbn Type
(sound recording : hoopla Audio Book)
Kind of cutting
not applicable
Kind of disc cylinder or tape
not applicable
Kind of material
unknown
Level of compression
unknown
Media category
computer
Media MARC source
rdamedia
Media type code
  • c
Other physical details
digital.
http://library.link/vocab/ext/overdrive/overdriveId
11586549
Publisher number
MWT11586549
Quality assurance targets
unknown
Reformatting quality
access
Sound
sound
Special playback characteristics
digital recording
Specific material designation
  • other
  • remote
Speed
other
System details
Mode of access: World Wide Web
Tape configuration
not applicable
Tape width
not applicable
Label
The little big things : 163 ways to pursue excellent, (electronic resource)
Link
Publication
Distribution
Antecedent source
unknown
Capture and storage technique
digital storage
Carrier category
online resource
Carrier category code
  • cr
Carrier MARC source
rdacarrier
Color
not applicable
Configuration of playback channels
unknown
Content category
spoken word
Content type code
  • spw
Content type MARC source
rdacontent
Dimensions
  • not applicable
  • unknown
Edition
Unabridged.
Extent
1 online resource (1 audio file (11hr., 58 min.))
File format
unknown
Form of item
  • online
  • electronic
Governing access note
Digital content provided by hoopla
Groove width / pitch
not applicable
Isbn
9780062004192
Isbn Type
(sound recording : hoopla Audio Book)
Kind of cutting
not applicable
Kind of disc cylinder or tape
not applicable
Kind of material
unknown
Level of compression
unknown
Media category
computer
Media MARC source
rdamedia
Media type code
  • c
Other physical details
digital.
http://library.link/vocab/ext/overdrive/overdriveId
11586549
Publisher number
MWT11586549
Quality assurance targets
unknown
Reformatting quality
access
Sound
sound
Special playback characteristics
digital recording
Specific material designation
  • other
  • remote
Speed
other
System details
Mode of access: World Wide Web
Tape configuration
not applicable
Tape width
not applicable

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