Dr. H.

James Harrington

CEO-Harrington Middle East

COO-Define Properties
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 This was the main street of Dubai, in 1990,

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And here it is today

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 4 Really Big Dreams in Life

• 1. Your first car

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4 Really Big Dreams in Life

• 1. Your first car

• 2. Your spouse

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 4 Really Big Dreams in Life

• 1. Your first car

• 2. Your spouse

• 3. Your home

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4 Really Big Dreams in Life

• 1. Your first car

• 2. Your spouse
• 3. Your home

• 4. Your child
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 Are you
- A Dream Maker

- A Dream Braker

- or Just a Dreamer

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• We need men who can dream of things

that never were.
–
– John F. Kennedy (1917 - 1963), speech in
Dublin, Ireland, June 28, 1963

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 You see things; and you say, 'Why?‘
But I dream things that never were;
and I say, "Why not?"

George Bernard Shaw

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Two Views of Properties

• We provide comfortable
shelter

• We turn dreams into

reality

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 Customer Satisfaction Curve
Now
HIGH
Customer Satisfaction

LOW
Signed Contract Move-in
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Customer Satisfaction Curve

Should be
HIGH
Customer Satisfaction

LOW
Signed Contract Move-in
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 It is also easy to turn a
dream into a nightmare

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Delivered Performance Versus

Customer Expectations
High

Expectation Gaps

Delivery Gaps
Rating

Low
Telecom- Banking Insurance Delivery Electric Automotive
munications Service Utilities
Investment High Airlines Hotel Auto Household
Technology Rental Appliances
Industry
Expectations (Ideal) Perceptions Best Firm Perceptions Average Firm
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 Confusion Reigns Supreme
• Philip B. Crosby’s 14 Steps
• Dr.W.Edwards Deming’s 14 Points, or new
and
different 14 Points of “Profound
Knowledge”
• Dr. Armand V. Feigenbaum’s 10
Benchmarks for
Quality Success
• Dr. Joseph M. Juran’s Step-By-Steps
Improvement
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• Dr. Kaoru Ishikawa’s Six Categories

Benchmark
• If you are the Best and the world is
benchmarking you
That’s good and that’s bad
• Good because we set the standard
• Bad because it is easy to copy and
improve on some one else’s creativity

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 Only Our Best is Good Enough!

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Excellence is a Moving Target

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 • This means that to
success you need to :

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Excel
Excel
Excel
Excel
Excel
Excel
EXCEL
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 EXCELLENCE IS…
• Passion for the job
• Integrity in everything that we do
• Creativity in how we do
• Pride in everything we do
• Lead like the rest of the world is
looking over your shoulder
because they are
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EXCELLENCE IS…
• Dare to fail for that is the way to
learn
• Profit is the way the customers
show the worth of your outputs
• Embrace change as an opportunity
not a problem

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 “No person or company should be
content to stay where they are, no
matter how successful they now
seem to be.”

Stephen R. Covey, Ph.D.

Author
Seven Habits of Highly Effective People

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Some times Continuous

Improvement will not do it and
we need to refining things

• You can not put a man in the coat he

ware as a boy.

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 Copyright Private and confidential. Do not circulate. Disclaimer: This electronic presentation and all contents contains information from Define Properties which may be privileged, confidential or otherwise protected from disclosure

© 2007, Harrington Institute, Inc.

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 © 2007, Harrington Institute, Inc.
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 THE ICEBERG

KNOWN
TO OTHERS
Procedures
SEA LEVEL

UNKNOWN
TO OTHERS

VALUES – STANDARDS – JUDGMENTS

ATTITUDE - CULTURE
MOTIVES – ETHICS - BELIEFS

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THE CAN DO ATTITUDE

• You CAN DO everything, but not all at once.

• You CAN DO everything, if it’s important
enough for you to do.
• You CAN DO everything, but you may not be
the best at everything.
• You CAN DO everything, but there will be
limitations.
• You CAN DO everything, but you’ll need
help.
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 John A. Young
HP’s Performance Goals for the
1980’s
“I called for ‘stretch’ objectives, I
asked that our product failure rates be
cut to one-tenth their current levels by
the end of the decade of the 80s.”
J. Young
CEO of HP

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Motorola’s Five Year,

Ten-Fold Improvement Program
“In 1981 we developed as one of the top
ten goals of the company, the five year,
ten-fold improvement program. This
means that no matter what operation
you are in , whether you are in service
or a manufacturing area, it is our goal to
have you improve that level by an order
of magnitude in the next five years.”
William J. Weise, COO
Motorola
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 Streamlined Process Improvement
for Customer Excellence
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Business Drivers
or
Controllable Factors

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 Typical Business Drivers
• Leadership and Support
• Customer Partnerships
• Business Processes
• Training
• Knowledge Management
• Measurements
• Supplier Partnerships

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 Every day in Africa a gazelle wakes up
knowing that he must be the fastest gazelle
in the group or he will be eaten by a lion.

Every day in Africa a lion wakes up knowing

that he must be the fastest lion in the pride or
he will starve.

It doesn’t matter if you are a lion or gazelle.

When you wake up, you better be running!!!
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EXCELSIOR
• Ever onward
• Ever upward
• Ever better

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 The Better Way

• There always is a better way

• You just need to find it or

some one else will.

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Excellence
can be attained 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.
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 Copyright Private and confidential. Do not circulate. Disclaimer: This electronic presentation and all contents contains information from Define Properties which may be privileged, confidential or otherwise protected from disclosure

“Be better today than

you were yesterday
and
better tomorrow than
you are today ”

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 Thank you,
good day
and
Dream
impossible
Dreams
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