american medical association national leadership development conference fontainebleau hilton...
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American Medical Association
National Leadership Development Conference
Fontainebleau Hilton03.26.00
Microsoft = R.O.W.
Microsoft > GM + Ford + Boeing + Lockheed Martin + Deere + Caterpillar + USX + Weyerhaeuser + Union Pacific + Kodak + Sears + Marriott + Safeway + KelloggSource: Business Week data through 5-99
Microsoft = R.O.W. (II)
Microsoft > GM + Ford Boeing + Lockheed
Martin + Deere + Caterpillar + USX + Weyerhaeuser + Union Pacific + Kodak + Sears + Marriott + Safeway + Kellogg
+ McDonald’s + Bank One + General Mills + American Airlines + United Airlines + + Delta Air Lines + US Airways + Quaker OatsSource: Yastrow Marketing (through 11-23-99)
Just Say No …
“I don’t intend to be known as the ‘King of the
Tinkerers.’ ”CEO, large financial services company
(New York, 5-99)
“There’s going to be a fundamental change in the
global economy unlike anything we have had since
the cavemen began bartering.”
Arnold Baker, Chief Economist, Sandia National Laboratories
“Medicine looks likely to change more in the next 20 years than it has in
the last 200.”
British Medical Journal (11-11-99)
Forget > Learn
“The problem is never how to get new, innovative thoughts into your mind, but how to get old ones out.”
Dee Hock
“It used to be that the big
ate the small. Now the fast eat the slow.”Geoff Yang, IVP (Institutional
Venture Partners)
BW: “human brain has only a short time left as the smartest thing on earth”/ “subjugate
humanity by 2050”
Health Forum Journal: “In one generation or less, every element of health care, every assumption, will be changed or gone.”
Dr. George Poste, SKB: 500 molecular targets in ’95 to 70,000 in ’99/ 35 compounds
per year to 2M
“Researchers say they have found a way to mate human cells with
circuitry in a ‘bionic chip” … The tiny device – smaller and thinner
than a strand of hair – combines a healthy human cell with an electronic circuitry chip.”
AP/AOL/02-00
RR on Sara Lee
“The most profitable businesses in the future will act as knowledge brokers, linking insights into what’s available
with insights into the customer’s individual needs
and preferences.”
The “&-!!+#$% in the middle”*
Jim Clark on Healtheon/WebMD
* ’twixt docs, patients and providers; $300B in waste (?); source: Michael Lewis,
The New New Thing
“E-business is the final nail in the coffin
for bureaucracy at GE.”
Jack Welch/GE Annual Report 2000
The Character of the Web, per The Cluetrain Manifesto …
HyperlinkedDecentralized
HypertimeOpen, direct access
Rich dataBroken [no one owns it or controls it]
Borderless
Jargon Bath!
Bureaucracy free …Systemically integrated …
Internet intense …Knowledge based …
Time and location free …“Instantly” responsive …
Customer centric …Mass customization enabled.
Translation …
Bureaucracy free = Flat org, no B.S.Systemically integrated = Whole supply chain
tightly wired/ friction freeInternet intense = Do it all via the Web
Knowledge based = Open accessTime and location free = Whenever, wherever
“Instantly” responsive = Speed demonsCustomer centric = Customer calls the shotsMass customization enabled = Every product
and service rapidly tailored to client requirements
“Our business needs a massive transfusion of talent. And talent, I believe, is most likely to be found among non-conformists, dissenters and rebels.” David Ogilvy
“Wealth in this new regime flows directly from innovation, not
optimization. That is, wealth is not gained by perfecting the known,
but by imperfectly seizing the unknown.”
Kevin Kelly, New Rules for the New Economy
I-24 to 1-28: BizRate.com Online Shopping Index [Consumer Goods]
52 Weeks: +622%
Source: The Industry Standard/02-00
Time to 50M Users
Radio … 38 years TV … 13 years PC … 16 years
Internet … 4 years
Source: Business 2.0 [01-00]
Tomorrow Today: Cisco!
$7B of $10BSave $500M (service and tech
support)
C.Sat e >> C.Sat HCustomer Engineer Chat Rooms ($1B?)
SoftWatch (MS)
“Manage relationships across the healthcare continuum”/ Amir Kishon
Establish e-relationships with customers/retain customers/collect data
Patients record info + receive feedback/ Online access to nurses
Community with others with MS
Etc.
Source: Start-Up
B2B = No.1
CarStation (auto-body shops), ChemConnect (chemicals),
Collabria (commercial printing), DigitalThink (corporate training), E-Steel (steel), Medibuy (medical
supplies), Portera (knowledge workers), Etc., Etc., Etc., Etc.
Welcome to
D.I.Y. Nation!“Changes in business processes will emphasize self service. Your costs as
a business go down and
perceived service goes up because customers are conducting it
themselves.” Ray Lane, Oracle
“IT enables total transparency. People with
access to relevant information are beginning to challenge any type of
authority. The stupid, loyal and humble customer, employee, patient
or citizen is dead.”
Kjell Nordstrom and Jonas Ridderstrale, Funky Business
Patricia Seybold’s “Basics”:The E-Customer Bill of Rights
Don’t waste my time!Remember who I am!
Make it easy for me to order and procure service!
Customize your products and services for me!
Source: customers.com
Women … 49% of Web users; 6 of 10 new users; 83% of wired women are primary decision makers for family healthcare,
finances, education.
Source: Business Week (11-99)
Women and Financial Advisors
Women want … a plan, to be listened to, to be taken seriously, to read about it, to think about it.
Women do not want … an in-your-face sales pitch
Source: Kathleen Boyle, Wheat Boyle Butcher Singer
Women and Healthcare
Women are … more dissatisfied, frustrated by the way they are treated
and spoken down to by physicians, seek more information, are more pressed for time … and make 75% of health care decisions and control 2/3 of health care $
$$$ [and constitute 2/3 of health care employees].
Source: Patricia Braus, Marketing Healthcare to Women
Marketing to Women: Help Them Save Time!
80% … work86% … cook
58% … run errands with kids38% … take child to school
21% … go to the gym21% … take outside classes
74/55
“At each stage of their lives, the needs and desires of the baby
boomers have become the dominant concerns of American business and popular culture. If you can anticipate
the movement of the baby-boom generation’s life-span migration, you
can see the future.”Ken Dychtwald, Age Wave
Aging/“Elderly”
2X growth rate$$$$$$$$$$$$
“I’m in charge!”“Experiences” vs. Products
Design revolution!
Good source: Ken Dychtwald, Age Wave
“If you ask me what I have come to do in this world, I
who am an artist, I will reply, I am here to live my
life out loud.”Emile Zola
Are You Fighting Yesterday’s War?Docs don’t know it all.
There are a lotta bad medical decisions. “Hospitals” kill far too many people.
(Bad decisions, bad execution.)
Systemic waste is stratospheric. (Still.)
Patients are getting (much) smarter.Patients have had it with HMOs. (And Docs with the
“white-coat syndrome.”) You are not smarter than I am. (I am your partner.)
You are not busier than I am. (!!!!!)Patients want more data. (And can readily get it.)
Boomers will control their lives. Period. Medicine is about to be overwhelmed with a tsunami!
1965: “ ‘Doctor’ will see you now. ‘Doctor’ will take care of you.”
YES, NURSE. ME GOOD PUPPY DOG.
1995: “HMO will take care of you.”
BULLSHIT.
2005: “I will take care of me. I’d like your expert help.” [P.S.: “HEY, DOC,THE VIAGRA,
ETC. I ORDERED ON LINE IS GREAT.”]
Patient-centric* Health Care
Wellness (Fix to prevent.)
Partnership (“Tour guide” model.)
RESPECT! (Mutual.)
WOMEN RULE!
*Not: HMO-centric, Employer-centric, Insurer-centric, Doc-centric