Quigley and Baghaic: As One Manifesto

Quigley and Baghaic: The 'As One' Manifesto

Creator: James Quigley is CEO of Deloitte Touche Tohmatsu Limited, and Mehrdad Baghai is Managing Director of Alchemy Growth Partners.

Purpose: A manifesto for transforming individual action into collective power and “…help you realise the full power of your people.” As One is the Deloitte organisations global initiative on collective leadership.

The As One Manifesto (summary)

Adding the phrase “as one” to another word changes its entire meaning. Imagine the possibilities… The sources of inspiration are endless. Believing As One. Stronger As One. Succeeding As One.


Leadership = People + Purpose + Productivity


Three Key Elements to Collective Leadership

1 Shared Identity as part of the larger organisation

2 Direction Intensity to impel people to contribute

3 Common Interpretation to foster cooperation


Eight Leadership Styles – because not all people are the same

1 Landlord <> Tenant

2 Community Organiser <> Volunteers

3 Conductor <> Orchestra

4 Producer <> Creative Team

5 General <> Soldiers

6 Architect <> Builders

7 Captain <> Sports Team

8 Senator <> Citizens


The timeless challenge of leadership is that you cannot get large groups of people to behave As One if they do not identify with each other as a unified group or team.


Applying the As One Approach

1 Diagnostic

2 Interventions

3 Adoptions



Download the ebook of the As One Manifesto from Change This

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Joseph Jaffe: The Customer Service Manifesto

The Customer Service Manifesto

Creator: Joseph Jaffe is Chief Interruptor of Powered and the author of three books, including Join the Conversation and Flip The Funnel.

Purpose: Customer Service has become “…one of the most mission critical components that can make or break a business. The Manifesto for Customer Service documents this sea change, introduces 10 new rules of customer service and introduces a key hypothesis namely that customer service needs to be elevated to the front office…” (from the manifesto, p2)

Manifesto – Ten New Rules of Customer Service

(key points only)

  1. Customer service doesn’t end at 5pm on Friday.
  2. Move from ‘everything communicates’ to ‘everyone communicates’.
  3. All customers are equal, but some are more equal than others.
  4. Customer service is not only about solving problems.
  5. Customer service lives ‘in the now’.
  6. Customer service can be a revenue generator.
  7. Customer service lives in the public domain.
  8. Customer service needs a memory.
  9. Customer service needs to be proactive and anticipatory.
  10. Customer service is alive.


Download the complete Manifesto: http://changethis.com/manifesto/show/68.06.ServiceManifesto

Author’s Blog: http://www.jaffejuice.com

Related Manifestos

More from Change This

Rob Walling: The Micropreneur Manifesto

Rob Walling's Micropreneur Manifesto

Creator: Rob Walling, author of Start Small, Stay Small.

Purpose: Distill the key points you’ll need as a micropreneur or solo founder to create and launch products that make a difference, provide amazing value to niche markets and change their own little corner of the world.

The Micropreneur Manifesto

  1. It’s Much Harder Than It Looks.
  2. There is Power in Working Alone.
  3. Focus on Your Strengths.
  4. Freelancing is Dangerous.
  5. Seek Leverage.
  6. Stay Away from “Moonshot” Ideas.
  7. Product Last. Market First.
  8. Charge for Your Product.
  9. Passion Isn’t All it’s Cracked Up to Be.
  10. The Pressure of Freedom.
  11. Become a Black Belt Internet Marketer.
  12. Think Human Automation.
  13. The More You Do in Public, the Faster Things Will Move.
  14. Failure is an Option.
  15. Live Like a Pauper, Treat Your Business Like a King.
  16. Reject Growth.


Download: http://changethis.com/manifesto/show/80.03.MicropreneurManifesto

Author’s Website: http://www.softwarebyrob.com/

Alina Tugend: The Mistake Manifesto

Alina Tugend Mistake Manifesto

Creator: Alina Tugend, Author of Better By Mistake

Purpose: Our fear of mistakes has a high cost – we spend energy blaming each other and we avoid daring and innovation.


While I am not advocating that we all run around blundering and goofing up all the time—and certainly none of us like dealing with people who make the same mistake over and over—our fear of mistakes has a very high cost.

We exert enormous energy blaming each other when something goes wrong rather than finding a solution. Defensiveness and accusations take the place of apologies and forgiveness. Mistake-avoidance creates workplaces where making changes and being creative while risking failure is subsumed by an ethos of mistake-prevention—at the cost of daring and innovation.

  1. Teach supervisors about growth mindsets versus fixed mindsets.
  2. Make sure you don’t say one thing and do another.
  3. Mimstakes shouldn’t just be accepted, but rewarded.
  4. Learn to communicate well.
  5. Know how to apologise and how to accept apologies.


Download: http://changethis.com/manifesto/show/81.04.MistakeManifesto

Author’s Website: http://www.alinatugend.com/