accountability_ 151_ 152_ 199_ 2

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					Index



accountability, 151, 152, 199, 275. See     baby care business, 223–24. See also dia-
     also trust                                  pers, disposable
Ace bleach, 97                              Balcerowicz, Leszek, 69
acquisitions, 84–86, 105–6, 118–20. See     Bangel, Jim, 127–28
     also Procter & Gamble: corporate       Barnes (Colgate sales representative),
     acquisitions                                171
Actonel osteoporosis drug, 12, 74, 215      beauty products. See cosmetics busi-
adversity, community and, 139                    ness; perfume (fine fragrance) busi-
Ajax brand (Colgate-Palmolive), 171,             ness; and specific brands
     221                                    Belarus, 195–96
Allen, Michael, 277                         Beretti, Sandra, 50
Always feminine pads, 12, 15, 47–48, 277,   Bergh, Chip, 57
     79                                     Bergholz, Carolyn, 19
Andrew, Kevin, 192–93                       Berndt, Wolfgang, 68–69, 86, 223, 237
Angola, 115                                 big win, going for the, 67–101
Ariel laundry detergent, 54–55, 75–76,        diversity and, 197–98
     88–90, 97, 117–18, 225                   objectives, 74–92; adapting to emerg-
Arm & Hammer toothpaste, 45                      ing learning, 87–90; capturing
Arnold, Susan, 195                               unique moments in time, 84–86;
Artzt, Ed, 271–72, 271 (fig.)                     changing rules, 76–80; combining
  and Comet’s expansion, 221                     breakthrough gains with continuing
  on consumer research, 127                      improvements, 86–87; creating new
  on employee growth, 134                        business models, 80–82; moving
  and P&G’s European business, 68–69,            first, 82–84; setting breakthrough
     276, 277                                    goals, 75–76; tapping power of
  and P&G’s Japanese business, 91–92             transformational leadership, 90–92
  and Pampers in France, 232–33               opportunity identification, 72–73
  and the tissue-towel business, 94, 95       P&G in Eastern and Central Europe,
  on trust, 236                                  68–72 (see also Eastern and Central
  trust demonstrated, 4–5, 178–79, 180           Europe)
Asacol colitis drug, 74                       questions to consider, 100–101
Asia. See specific countries                   risk management, 92–100
Atkinson, David, 137                          satisfaction of besting competition,
Augustine, Norm, 242–43                          215
authenticity, 196, 241–42. See also hon-      sustainable strategies, 73–74
     esty; integrity; truth, pursuing       Bishop, Steve, 38, 44, 147
292   Index
      Blackwell, Ken, 192                         caring, 204 (fig.), 205, 247–51, 266
      Blanchard, Bob, 279                           for consumers, 15, 31, 166–69, 248
      Blend-a-Med toothpaste, 195. See also         for employees/coworkers, 142–44,
           Russia                                      184
      Blythe, Sir James, 170                        See also passion
      Bolich, Ray, 60                             Carr, Edward Hallett, 67
      Boots (U.K. pharmacy chain), 170            Cascade dishwashing detergent, 37,
      Boss fragrances, 77–78                           125–27
      Boston Scientific corporation, 85, 266       “champion” corporate leadership, 19–20,
      Bounce fabric softener, 12, 127–28, 254          182
      Bounty paper towels, 12, 15, 95, 96           fine fragrance business, 77–79
      Bower, Tom, 145, 179                          multifunctional customer teams, 80,
      Bowling Alone (Putnam), 124                      225
      boycotts, 117–18, 132–33                      Olay, 31
      Boys’ and Girls’ Clubs, 113                   Old Spice deodorant, 32
      brand management system, 44–45, 78,           Pert Plus, 60–61
           275                                      Spin Brush, 80–82
      brands                                        technical leaders, 94–95, 96
        brand expansion/dilution, 45–46             Tide, 83
        brand-building, 110–13                      See also leaders and leadership
        defining too narrowly, 42, 44–47           change. See innovation; organizational
        self-cannibalization feared, 43–44, 52–        (re)design
           55                                     Chari, Arvind, 135
        total brand experience, 59–62             Charmin Paper Company, 93, 130
        See also leadership brands; and spe-        toilet tissue, 12, 93–94, 95, 96
           cific brands                            Checkovskaya, Elena, 108
      breakthrough goals, 75–76                   Cheer laundry detergent, 19, 225
      Brodhead, Richard H., 187, 243              China
      Brodie, R. K., 83                             Colgate-Palmolive as competition, 172,
      Browning, Ralph, 4                               197
      Brunner, Gordon, 60                           Crest toothpaste, 112, 197, 212, 245–
      Built to Last (Collins and Porras), 136          46
      bumper-sticker management, 154–55             entry of P&G into, 88
      Bunting, George, 105–6                        hair care business, 49–50, 88
      bureaucracy, pitfalls of, 151–53              home visits by JP, 167–68, 167 (fig.)
      Burke, Edmund, 229                            Ji Xiaoan’s meetings with JP, 149, 170–
      Burnett, Leo, 225–26. See also Leo Bur-          71
           nett advertising agency                  laundry detergent business, 87–90,
      business as community. See community,            212, 225, 231
           business as                              Olay, 63–64, 88
      business models, creating/evolving, 15–       oral care education programs, 110–12,
           17, 57, 80–82                               111 (fig.), 168
      Byerley, David (“Dick”), 83                   P&G family gathering, 253
      Byrnes, Bruce, 277                            Project Hope (school-building proj-
                                                       ect), 116–17, 117 (fig.), 168
      Callahan, Frank (Captain, NYFD), 144          worker and environmental safety, 108
      Camus, Albert, 242                          Cholak, Maria, 121, 175
      Carey, Gibby, 225                           Churchill, Winston, 232, 241
                                                                                 Index    293
Churchill on Leadership (Hayward), 212        employee involvement in, 105, 109–10
Cincinnati Youth Collaborative, 192           environmental responsibility, 108
Citrus Hill orange juice, 34                  JP and, 105, 120–21, 148, 191–93, 208
Clagett, Jack, 4                                 (see also National Underground
Clagett, Nancy, 4                                Railroad Freedom Center)
Clairol company, 17–18                        livable communities, creating, 113–14
Clinton, Bill, 175 (fig.)                      long-term contributions, 109
Cloyd, Gil, 73–74                             product and manufacturing safety, 108
Cochran, Jim, 2–3                             quality-of-life-enhancing products,
Cofer, Gary, 135                                 108–9
Coffin, William Sloane, Jr., 228               questions to consider, 121–22
Colgate-Palmolive Company                     reasons for, 106–8
  Ajax cleanser, 221                          responsibilities, 108–9
  Ajax laundry detergent, 171                 rewards, 110–21
  CEO (R. Mark), 172                          strategic priorities, 109–10
  in China, 172, 197                        competition
  diapers, in France, 233                     dismissing competitive ideas, 42, 51–
  laundry market ceded to P&G, 39                52 (see also brands: self-cannibaliza-
  Palmolive dish detergent, 25                   tion feared)
  Tide’s head start over, 83–84               estimating response by, 99
  toothpaste, 62                              growth of, 16, 35
Collar, Mark, 74                              satisfaction of besting, 215
Collins, Jim, 136, 223–24                     self-limiting assumptions and, 55–57
Comet cleanser, 221                           understanding/respecting, 171–73
community, business as, 8, 123–60             See also specific brands and products
  benefits, 124, 138–41, 173–74              complexity, 155, 156
  building community, 145                   comradeship, 143–45
  caring, importance of, 251                Cone, Anne Lilly, 144–45
  challenges, 149–59, 267–68 (see also      Connell, Bill, 60
     truth, pursuing)                       consideration vs. courage, 210–12. See
  characteristics of, 125–37, 136 (fig.)          also courage
  closeness to fellow employees, 173–74     consistency, 242–43. See also integrity
  community as highest priority, 159        consumers
  competitive advantage, 103                  as boss, 41, 267 (see also letting con-
  family-friendly policies, 260–61               sumers decide)
  maintaining, 141–49                         caring for, 15, 31, 166–69, 248
  questions to consider, 159–60               consumer education programs, 110–
  recruiting and, 124–25                         13, 111 (fig.), 120, 168–69, 215, 264
  relationships and, 187–88, 200              consumer trust, 38, 169
  team spirit (comradeship), 141–45,          loyalty of, 167–68
     151                                      providing new benefits to, 13
  See also diversity; ownership, sense of     providing quality-of-life-enhancing
community, commitment to (social re-             products, 108–9
     sponsibility), 105–22                    responsibility to, 120
  charitable donations, 105, 114              understanding needs of, 13–15, 47–50,
  consumer education programs, 110–              63–65, 91, 156, 166–69, 197–98 (see
     13, 111 (fig.), 120, 168–69, 215, 264        also market research)
  education, 113, 115–17, 168               continuity of expertise, 20, 31, 78, 99
294   Index
      corporate acquisitions. See acquisitions          principles- and values-based decision-
      cosmetics business, 76–77, 106, 279. See             making, 132–33, 155, 266 (see also
            also Olay brand                                principles; values)
      cost innovation, 20                               responsibility for/commitment to,
      courage, 204 (fig.), 205, 210–12, 226–30,             152–53
            266. See also persistence                 Delapuente, Chris, 55
      Cover Girl cosmetics, 76–77, 106                delegation of responsibility, 211–12
      Covey, Stephen, 153, 210, 235                   Deng, Lena, 63–64
      CPF papermaking technology, 94–95               dental care. See Crest brand; oral care
      CPN papermaking technology, 95–96                    education programs; toothpaste
      Crest brand                                     DePree, Max, 183–184
        Dietz and, 182                                Deupree, Richard R., 83, 164, 239
        Spin Brush, 18, 80–82                         diapers, disposable
        toothpaste: anticavity protection, 110,         in Europe, 68, 276–77
            111 (fig.); brand expansion, 45–46,          growth of business, 223–24
            56, 62; in China, 112, 197, 212, 245–       international needs different, 15
            46; competition, 62, 172; fluoride           introduced, 12, 14
            technology, 18, 231; introduced, 12;        in Japan, 51
            marketing, 18, 111 (fig.)                    pull-up diapers, 41–42, 43–44
        See also oral care education programs           shaped diapers, 43, 52–54
      Crisco brand, 12, 18, 44, 151                     See also Pampers
      criticism, 213. See also feedback               Didronel osteoporosis drug, 17
      Crossing to Safety (Stegner), 7                 Dietz, Diane, 81, 182
      cultural differences, respecting, 42, 49–       Dillard, Bob, 2
            51, 63–64, 91, 156. See also diversity;   Dirksing, Bob, 14
            and specific countries                     diversity, 186–202, 266
      currency devaluations, 98                         as “all of us,” 193–96
      customer business development teams,              authenticity and, 196
            79–80, 225                                  benefits of, 186–87, 197–98
      customers. See consumers; retailers               challenges to, 187–88, 190–91, 198
      Czechoslovakia, former, 69, 118–19                experiencing diversity, 188–93
                                                        leadership needed for, 198–201
      Dash brand, 37, 115, 179                          at P&G, 186, 189–91, 194–95, 225
      data, respect for, 225. See also market re-       questions to consider, 202
           search; truth, pursuing                    “do no harm” policy, 149–59
      Dauer, Jennifer, 81                             dogma, avoiding, 154–55
      Davis, John R., 69                              Dollar General stores, 170
      Dawn dish detergent, 12, 15, 24–26, 25          Dove brand (Unilever), 28, 35
           (fig.), 57                                  downsizing, 131–32, 150–51
      Death of Ivan Ilyich, The (Tolstoy), 241–       Dreft laundry detergent, 82–83
           42                                         Drene shampoo, 12
      decision-making                                 Drosos, Gina, 31, 63
        challenging decisions, 150–51                 Duz laundry soap, 178–79
        delegation vs., 211–12                        Dzierwa, Jacek, 69, 173–74
        high-conflict/high-respect decision-
           making, 148–49                             Eastern and Central Europe, 68–72, 107–8
        P&G’s Organization 2005 and, 154–55             Colgate-Palmolive as competition, 172
                                                                              Index    295
  corporate acquisitions, 118–20           ends vs. means, 156, 241, 268
  national and religious diversity, 195–   environmental responsibility, 108
     96                                    ethical behavior, corporate, 109, 130–35.
  oral care education programs, 110             See also community, commitment to
  P&G family gathering, 257                Europe. See Eastern and Central Eu-
  worker and environmental safety, 108          rope; and specific countries, brands,
  See also Belarus; Poland; Russia;             and product categories
     Ukraine                               expertise, continuity of, 20, 31, 78, 99
eBay Corporation, 226
education, commitment to, 113, 115–17,     fabric care business
     117 (fig.), 121                          in China, 87–90, 212, 225, 231
  St. Petersburg University’s School of      Colgate-Palmolive as competition, 39
     Management, 264, 265                    detergents’ declining cost, 86–87, 87
  See also consumers: consumer educa-           (fig.)
     tion programs; Johnson, Sharon          in Europe, 156
Egypt, 75–76, 117–18, 181                    in India and Southeast Asia, 56–57
Einsmann, Harald, 225, 277                   in Italy, 128–29, 179, 244–45, 255
Ellen Betrix company, 77                     in Japan, 92
emergent learning, 87–90                     laundry tablets, 54–55
Emerson, Ralph Waldo, 235                    North American growth, 37–38
employees                                    in Turkey, 97, 215
  attracting good people, 113–15             See also Ariel; Bounce; Cheer; Dash;
  benefits and savings plans, 212, 269–          Tide
     70                                    fabric softeners, 12, 14. See also Bounce
  character, 146                           Fairy dishwashing liquid, 48, 49 (fig.),
  closeness to, 173–74                          195, 264
  empowerment, 107–8, 140                  family, 253–61
  fairness to, 150                           balancing work and, 257–60
  family and work, 257–61 (see also fam-     family-friendly policies, 260–61
     ily)                                    importance to P&G, 134–35, 253–54,
  feedback, 181, 213                            257, 258 (fig.)
  growth and well-being, 134–35, 143,      Febreze brand, 14
     182, 212–13, 246–47                   Fedlow, Richard, 106–7
  layoffs, 131–32, 150–51                  feedback, 181, 213, 245. See also honesty
  listening to, 44                         feminine protection business, 92, 167–
  loyalty and commitment, 5, 7, 115, 135        68, 277
  overseas moves, 256–57, 260                consumer education programs, 113,
  passion about work, 165–66 (see also          120
     ownership, sense of)                    See also Always; Rely; Tambrands
  pride, 140–41                                 company
  promotion, 146–47, 157                   Ferraris, Enzo, 70
  team building, 138–39                    Finkelstein, Sidney, 155
  team spirit (comradeship), 141–45,       first-mover advantage, 20, 82–84
     151                                   Fitzgerald, Niall, 240
  trusting employees, 176–83               “Five E” model of leadership, 217, 218
  See also community, business as; di-          (table)
     versity                               Fogarty, Ed, 119
296   Index
      Folgers coffee, 15, 19–20                    Handy, Charles, 200
      Foster, Marta, 131                           Hanley, Jack, 125–27
      fragrance                                    Harness, Ed, 270–71, 270 (fig.)
         for consumer brands, 25–26, 28, 31,         JP encouraged by, 180–81
           49, 77, 86                                on leadership brands, 11
         fine fragrance business, 76–79, 279          and P&G’s Italian business, 129, 237–
      France, 68, 180, 210–11, 232–33                    38
      Freedman, James, 203                           and Pampers in France, 233
      Freeman, Buck, 169–70                          on principle-based decision-making,
      Friedman, Thomas, 155, 213                         132
      From Beirut to Jerusalem (Friedman),           on product life cycles, 11
           155                                       Rely tampons withdrawn, 239–40, 270
      Fullgraf, Chuck, 17, 140–41                    and the tissue-towel business, 94
                                                   Havel, Václav, 226
      Galvin, Bob, 176                             Haxby, Bob, 96
      Gardner, John, 163, 186, 214, 230, 251       Hayward, Steven, 212
      Geissler, Werner, 51                         Head & Shoulders shampoo, 12, 58, 88,
      generalities and labels, 156                       279
      Germany, 77, 210–11, 232                     Henderson, Rebecca, 148
      Giamatti, Bart, 156                          Henkel Corporation, 97, 179
      Gillette company, 82, 279                    Henretta, Deb, 65, 223
      goals                                        Hill, Patrick, 123
        breakthrough goals, 75–76                  Hillenbrand, Lisa, 247
        communicating, 147–48                      Hintz, Jurgen, 225
        establishing, 93–98                        Holmes, Oliver Wendell, Jr., 229
        life goals (see personal model for liv-    honesty, 157–59, 213, 223–24, 235–36
           ing)                                    Huggies diapers (Kimberly-Clark), 41,
        without values, 205                              43, 52–53, 54
      Goizueta, Roberto, 108                       Hugo Boss fragrances, 77–79
      Good to Great (Collins), 226. See also       Hungary, 69
           Collins, Jim                            Husting, Peter, 225
      Graham, Katherine Meyer, 250
      Grant, Beverly, 198–99                       Iams pet food company, 17
      Greenleaf, Robert, 212                       Iger, Bob, 85–86
      Grogan, Kathy, 238–39                        India, 56–57, 135, 166–67
      growth, individual                           information, importance of, 221, 225. See
        in JP’s personal model for living, 204          also data, respect for
           (fig.), 205, 217–19                      informed passion, 204 (fig.), 205, 220–22.
        leaders’ role in, 134, 143, 182, 212–13,        See also passion
           246–47                                  innovation
        learning as foundation for, 243 (see          balancing core values preservation
           also learning)                               and, 136–37
      Guidant Corporation, 85                         breakthrough goals and, 75–76
      Gurganus, Bill, 6, 233                          changing rules, 76–80
                                                      moving first, 20, 82–84
      hair care business, 59–61, 61 (fig.), 92,        need for, 267
           168–69. See also Head & Shoulders;         resistance to, 137
           Pantene; Pert Plus                         See also organizational (re)design
                                                                                 Index     297
integrity                                   Kuraytim, Fuad, 76, 168–69, 181
   in JP’s personal model for living, 204   Kuzma, Ceil, 60
      (fig.), 205, 239–43
   at/of P&G, 130–31, 239–41                labels and generalities, 156
Internet, market research via, 14, 51       labor unions, 149, 150
intimacy (deep understanding), 166–76       Lafley, A. G., 272, 272 (fig.)
Italy                                          as CEO, 137, 260, 267, 272
   JP’s tenure in, 6–7, 67–68, 128–29,         on consumers, 41, 169
      189–90, 237, 255, 256–57, 269–70,     Langer, Hartwig, 77–78
      275–76                                Latin America, 132–33, 277
   laundry detergent business in, 128–      laundry products. See fabric care busi-
      29, 179, 244–45, 255                        ness; and specific brands
   P&G employee savings plan, 269–70        Laura Biagiotti fragrances, 77–79
   Pampers in, 68                           leaders and leadership
   Pringles in, 50–51                          authenticity, 196
Ivory brand                                    avoiding pitfalls of bureaucracy, 152
   bar soap, 12, 18, 36–37, 44, 45             brand-building success and, 19–20, 31,
   Ivory Flakes, 45                               32, 60–61, 81–82, 83
   Ivory Liquid, 170                           bumper-sticker management, 154–55
   Ivory Snow, 45                              caring, 184, 247–51, 266
                                               characteristics and attributes, 208, 218
J. M. Smucker Company, 86, 151                    (table)
Jackson, Robert H., 241                        communication, 147–49, 153 (see also
Jager, Durk, 91–92, 279                           honesty)
Japan, 51, 73, 91–92                           courage, 226–30, 266
Jefferson, Thomas, 230                         delegation of responsibility, 211–12
Jensen, Mary, 19                               and diversity, 196, 198–201
Ji Xiaoan, 149, 170–71                         ethical standards, 109
Jif peanut butter, 86, 151                     “Five E” model of leadership, 217, 218
Johnson, Sharon, 175–76                           (table)
Johnson & Johnson Corporation, 85              in JP’s personal model for living, 205,
Jones, Nathaniel, 200, 201 (fig.)                  215–18, 218 (table)
Jordan, Michael, 220                          learning and teaching, 243–47
journal-writing, 245                          living our values, 156–57
                                              passionate commitment/ownership,
Kane, Nancy, 169                                  174–76
Kennedy, John F., 67                          personal leadership, importance of,
Kennedy, Robert, 201                              215–16
Kenya, 120                                    promoting from within, 146–47
Ketchum, Mark, 124, 223–24, 229               reality, staying in touch with, 155, 223
Khosla, Shantanu, 56                          responsibility, 164, 173, 182 (see also
Kimberly-Clark corporation (Huggies di-           ownership, sense of)
    apers), 41, 43, 52–53, 54                 serving subordinates, 212–15
King, Martin Luther, Jr., 174, 220            style of leadership, 216
knowledge, importance of, 221. See also       transformational leadership and win-
    information, importance of                    ning big, 90–92 (see also big win, go-
Koh, Harold, 141                                  ing for the)
Kunkler, Carene, 60–61                         trust, 176–83, 234–39 (see also trust)
298   Index
      leaders and leadership (continued)             Leo Burnett advertising agency, 19, 27,
         truth, pursuing, 222–26 (see also truth,          58, 225–26
            pursuing)                                letting consumers decide, 41–66
         women, 194–95                                  failures, causes of, 41–58; brand de-
         young leaders, 216                                fined too narrowly, 42, 44–47; canni-
         See also decision-making; and specific             balization of existing business
            individuals                                    feared, 42–44, 52–55; competitive
      Leadership and Mastery seminar, 208–9                ideas dismissed, 42, 51–52; consum-
      leadership brands, 11–40                             ers not consulted, 42, 43–44; differ-
         benefits/value of increasing, 38–39                ing needs ignored, 42, 47–50, 91; in-
         brand dilution, avoiding, 45                      sufficient research, 42, 50–51; self-
         brand-building success factors, 13–20             limiting assumptions, 43, 55–58
            (see also “champion” corporate lead-        fine fragrance business, 78
            ership); being first and better, 20          listening to concerns, 127
            (see also innovation); “champion”           questions to consider, 65–66
            corporate leadership, 19–20, 31, 32,        staying close to consumers, 63–65
            60–61, 81–82, 83; community pro-            total brand experience, delivering, 59–
            grams, 110–13, 115–16; focusing on             62
            a few initiatives, 99; new benefits/         See also consumers; market research
            categories, 12, 13, 30; technological    Levin, Richard, 138, 139 (fig.), 175, 182,
            development, 17–18; understanding              272 (fig.), 273
            consumer needs, 13–15 (see also          Levy, Norm, 234
            consumers: understanding needs           Lieberman, Joshua, 236
            of); winning strategies/business         life cycle of products, 11, 36–37
            models, 15–17                            Lines diapers (Lines company), 68
         and business as community, 129–30           lines in the sand, 93–98
         establishment increasingly difficult,        Lingle, Jake, 84–85
            39, 44–45                                living, model for. See personal model for
         future planning, 58                               living
         integrity/simplicity of equities, 57–58     Lombardi, Vince, 249
         keeping brands young, 21–33, 36–37,         Lonely Crowd, The (Reisman), 2
            39                                       Lotspeich, Ed, 41
         learning from mistakes, 33–37               Luvs disposable diapers, 43, 52
         life cycles, 11, 36–37
         performance benefits and marketing,          Macrobid antibiotic, 74
            15–16                                    Malaysia, 115
         persistence, 130                            Man in the Gray Flannel Suit, The (Wil-
         questions to consider, 39–40                    son), 2
         total brand experience, 42, 59–62           Mandela, Nelson, 227
         See also letting consumers decide;          Marino, Gordon, 133
            marketing; and specific brands            Mark, Reuben, 172
      learning                                       market research
         as foundation for living, 204 (fig.), 205,    Bounce fabric softener, 127–28
            243–47                                    and cultural differences, 63–65
         from mistakes, 33–37 (see also specific       home visits, 166–68
            brands)                                   insufficient/lacking, 34, 42, 50–51
      Lebanon, 143–44                                 Internet research, 14, 51
      Lemon Fresh Joy dish detergent, 25              pursuing truth, 127, 158
                                                                               Index    299
  respecting the market, 47 (see also let-   Muccio, Tom, 80, 177, 225
     ting consumers decide)                  multifunctional customer business devel-
  understanding consumer needs, 13–              opment teams, 79–80, 225
     15, 63–65 (see also consumers: un-      Murrison, Mark, 81
     derstanding needs of)                   Murrow, Edward R., 139–40
  See also specific brands and products
marketing                                    National Underground Railroad Free-
  advertising agencies and brand suc-            dom Center, 189
     cess, 19–20                               donations, 172
  communicating product benefits, 15,           financial model, 222
     18                                        JP’s commitment to, 210, 220, 227, 266
  country-targeted advertising, 156            leadership, 175, 200
  family involvement, 255                      OGSM discipline, 148
  future challenges, 39                        persistence needed, 231
  maintaining simple equities, 57–58           truth pursued, 226
  media fragmentation, 39, 45                Nicholas, Pete, 85
  product names, 50                          Noxell company (Cover Girl), 76–77, 106
  shelf space, 171
  See also specific brands and product        objectivity, 99
     categories                              OGSM (objective, goals, strategies, and
markets, developing/creating, 115–16              measures statement), 147–48
Marsden, Russell, 91–92                      Olay brand, 29–31
McDonald, Bob, 197, 238                        in China, 63–64, 88
McElroy, Neil, 44–45, 78, 83, 274, 275         market share/growth, 29, 30 (fig.), 35,
McGregor, James, 90                               100, 215
McKinnon, Mac, 240–41                          marketing and positioning, 15, 18, 31,
Mead, Margaret, 103                               63–64
mentoring programs, 113–14, 121, 175,          product development, 18, 29–31, 35
     192–93                                    Regenerist products, 100
Merkuriev, Stanislav P., 71 (fig.)              Total Effects products, 18, 30–31, 100
Mesquita, Jorge, 16, 138–39                  Old Spice brand, 31–33, 32 (fig.)
Mexico, 132–33                               Olean fat substitute, 221–22
Minick-Scokalo, Tammy, 240–41                Olechowski, Andrzej, 69
minorities. See diversity                    Omo laundry detergent (Unilever), 89
Mintax company, 97                           One-to-One mentoring program, 114
mistakes, learning from, 33–37. See also     opportunities, taking advantage of, 84–
     specific brands                               86
Mitchell, George, 214                        Oral B franchise, 82
Moltke, Helmuth von, 87                      oral care education programs, 110–13,
Monchel soap, 35                                  168, 215, 264. See also Crest brand
Monsavon soap, 68                            organization flow, 138–39
Montoya, Jorge, 132–33, 277                  Organization Man, The (Whyte), 2
“moose on the table” metaphor, 153, 154      organizational (re)design, 79–80, 274–81
     (fig.)                                     P&G’s Organization 2005, 131, 136,
Morgens, Howard, 35, 75, 94, 95, 221,             154–55, 211, 219, 224, 227, 279–81,
     275                                          280 (fig.)
Morrison, Elizabeth, 194                     Orkid feminine protection pads, 168
Mr. Clean cleanser, 254                      Osher, John, 80–82
300   Index
      Otto, Charlotte, 117 (fig.)                 diversity awareness/appreciation,
      Outlaw, Frank, 243                           188–93
      overseas moves, 256–57, 260                education, 1, 189, 206
      ownership, sense of, 161–85                leadership seminar attended, 208–9
        acting as an owner, 183–84               marriage and family, 6–7, 148, 253–59
        building, 166–76                           (see also Pepper, Francie Garber)
        heightened by crisis, 165                Navy career, 1–2, 189, 206–7
        by leaders, 174–76                       P&G career (see also Procter & Gam-
        profit-sharing and, 269                      ble): advertising manager, bar
        questions to consider, 185                  soap/household cleaning products
        trust and, 176–83                           division, 237; and Bounce, 127–28,
        See also community, business as             254; Cascade and Dash brands man-
                                                    aged, 37; Cascade expansion recom-
      Pakistan, 165–66                              mended, 125–27; CEO, 73, 147,
      Palmolive dish detergent (Colgate-            184, 210–11, 279; chairman, 211,
           Palmolive), 25                           234; and China, 112, 116–17, 149,
      Pampers disposable diapers                    167–68, 212, 245, 253; community
        affordability, 75                           involvement, 105, 120–21; competi-
        in Asia, 51, 167, 231                       tors respected, 171–72; and Crest,
        in Europe, 68, 215, 232–33                  62; customer contacts, 53, 120, 166–
        innovations, 41–44, 52–54, 56               69; and diversity, 186, 187–91, 194;
        introduced, 12, 52                          and Eastern European operations,
        market share/growth, 52–53, 54, 215,        69–72, 119, 171, 173–74, 195, 212,
           279                                      228, 257, 263–65; emerging commit-
      Pantene hair care products, 12, 15, 18,       ment to service, 207–8; errors
           169, 279                                 made/decisions regretted, 40–41,
      paper products. See Bounty; Charmin           136, 156, 210–11, 219, 222, 224, 232–
           Paper Company; tissue-towel busi-        33; European business headed, 97,
           ness                                     180, 276–77; first annual meeting,
      Pasqualucci, Angela, 176–77                   145; first year, 3–4, 7, 105, 134, 178–
      passion                                       79, 194, 207; B. Grant on, 198–99;
        about work, 163, 165–66, 174–76             growth as leader, 4–6, 7–8; interna-
        informed passion, 204 (fig.), 205, 220–      tional business headed, 69, 181,
           22                                       233; interviewed and hired, 2–3; in
        See also caring; ownership, sense of        Italy, 6–7, 67–68, 128–29, 179, 189–
      patents, 18                                   90, 237, 255, 269–70, 275–76 (see
      Peace of Mind (Lieberman), 236                also Italy); Johannesburg plant
      Pepper, Francie Garber, 2, 6, 208, 253–       toured, 107; mentoring assistants/
           56, 258–59                               subordinates, 212–13; and the
      Pepper, John                                  Noxell acquisition, 105–6; and Orga-
        business, first impressions of, 1–2          nization 2005, 136, 211, 224, 279–81;
        with Clinton, 175 (fig.)                     and P&G’s Turkish business, 97;
        community involvement, 105, 114,            and Pampers, 53–54; and the phar-
           120–21, 148, 191–93, 208 (see also       maceutical business, 73; policy vio-
           National Underground Railroad            lation discovered, 157; pre-hire in-
           Freedom Center)                          terest in P&G, 1, 129–30; president,
        on corporate boards, 85–86, 175,            95, 208, 210, 278; pride in, 140–41;
           266                                      reflection on, 266; retirement, 182,
                                                                                 Index     301
     234; sales training, 5–6, 134, 164,      Poland, 69, 107–8, 110, 118, 173–74
     169–70, 171; soap and detergent di-      politeness and overpoliteness, 153
     vision headed, 23; Tambrands ac-         Politics and Conscience (Havel), 226
     quired, 19, 119 (see also Tambrands      Popyk, Lisa, 226
     company); and the tissue-towel           Porras, Jerry, 136
     business, 95–96; trust experienced/      Powell, Lee Etta, 192
     demonstrated, 178–83; truth pur-         Prendergast, Bill, 164
     sued, 157–58; and Turkey, 97;            pricing, 267
     Unilever documents returned, 240,          and consumer value, 16–17, 99
     245; U.S. operations headed, 53,           keeping prices low, 167
     228, 234, 246; vision statement, 209;      laundry detergents, in China, 88–90
     wife Francie’s role, 253–54, 255–56        Old Spice deodorant, 33
  personal model for living (see personal       Pampers, 75
     model for living)                          Spin Brush, 80–82
  at Yale (see Yale University)                 Total Effects anti-aging products, 30–
Pepper, John S. (son of JP), 254, 257. See         31
     also Pepper, John: marriage and          principles
     family                                     living our principles, 125–29, 155
Pepper, Susan, 245. See also Pepper,            P&G statement of, 106, 125, 126
     John: marriage and family                  principles- and values-based decision-
perfume (fine fragrance) business, 76–              making, 132–33, 155, 266
     79, 279                                    See also values
Perkins, Frances, 234                         Pringles potato chips, 12, 50–51, 279
persistence, 130, 230–34. See also courage    prioritizing, 209–10
personal cleansing products. See Dove         Procter, William Cooper, 114, 141–42,
     brand; hair care business; Ivory              142 (fig.), 224, 269–70, 269 (fig.)
     brand: bar soap; Monsavon soap;          Procter & Gamble
     Safeguard                                  benefits and savings plans, 212, 269–70
personal model for living, 203–52               brand management system, 44–45, 78,
  foundations for living, 239–51; caring,          275
     247–51, 266; integrity, 239–43; learn-     caring at, 248
     ing, 243–47                                and change, 137, 150–51, 267, 268
  goals, 204 (fig.), 205; growth, 217–19;        character of, 146
     leadership, 215–17, 218 (table), 266;      Christmas card, 143, 144 (fig.)
     service, 206–15                            as a community (see community, busi-
  qualities of living, 204 (fig.), 205, 219–        ness as)
     39; courage, 226–30, 266; informed         consumer education programs, 110–
     passion, 220–22; persistence, 230–            13, 111 (fig.), 120, 168, 215, 264
     34; pursuing truth, 222–26; respect        corporate acquisitions: Ben Hill
     and trust, 234–39                             Griffin Company, 34; Charmin Pa-
  questions to consider, 251–52                    per Company, 93, 130; cosmetics
Pert Plus shampoo-plus-conditioner, 12,            companies, 76–77, 105–6, 279; fra-
     59–60, 61                                     grance companies, 77, 79; Gillette,
pharmaceutical business, 73–74, 225. See           217, 279; Mintax, 97; reputation and,
     also Actonel; Didronel                        118–20; Richardson-Vicks, 17, 29,
Philippe, Laurent, 228–29                          84–85, 278–79; Spin Brush, 80–82;
Pichler, Joe, 258                                  Tambrands, 19, 119–20; technology
Pixar Films, 85–86                                 and, 17–18
302   Index
      Procter & Gamble (continued)                   Unilever documents returned, 240,
        corporate divesture, 151                        245
        Depression years, 165                        “what’s right, not who’s right” policy, 7,
        diversity, 186, 189–91, 194–95, 225             127
        Dividend Days, 142 (fig.), 257, 258           year-end meetings, 145
           (fig.), 269                                See also Pepper, John: P&G career;
        education, commitment to, 113, 115–             and specific brands, product catego-
           17, 117 (fig.), 121, 264, 265                 ries, and countries of operation
        employees (see employees; ownership,       product life cycles, 11, 36–37
           sense of)                               product quality
        Executive Leadership Conference              customer loyalty and, 167–68 (see also
           (1987), 246                                  specific brands)
        families’ importance to, 134–35, 253–        laundry detergent, China, 88–89
           54, 257, 258 (fig.)                        laundry detergent, Italy, 129
        geographic expansion, 275–76                 P&G commitment to, 106, 119, 209
        globalization and diversification, 277–       tissue and towel products, 95–96
           79                                      profit-sharing, 269
        growth, 37–38, 217, 280                    “promote from within” policy, 146–47,
        high-performance work system, 173               157
        hiring brochure (1962), 194                Puffs facial tissue, 93–94
        integrity, 130–31, 239–41                  Putnam, Robert, 124
        after JP, 267–68
        labor unions and, 149                      quality of product. See product quality
        leaders, 208, 269–72 (see also leaders
           and leadership; and specific individ-    Reagan, Ronald, 242
           uals)                                   reality, staying in touch with, 155, 223.
        leadership brands (see leadership               See also truth, pursuing
           brands)                                 regionalization, 276
        as “Marketer of the Century,” 11           Rejoice shampoo, 49–50, 88
        organizational (re)design, 44–45, 79–      relationships
           80, 191, 274–81; Organization 2005,       importance within organization, 187–
           131, 136, 154–55, 211, 219, 224, 227,        88, 200, 266 (see also community,
           279–81, 280 (fig.)                            business as)
        persistence, 231                             respect and, 235–36
        post-WWI problems, 224                       with retailers, 169–71
        “promote from within” policy, 146–47,      religious differences, 144, 195. See also
           157                                          diversity
        reputation, 116–20                         Rely tampons, 19, 239–40, 270
        retailers’ trust in, 131                   reorganization of corporate structure.
        reunion, 123                                    See organizational (re)design
        social responsibility (see community,      reputation, corporate, 115–18
           commitment to)                          research and development
        statement of purpose, values, and prin-      consumer-motivated innovation, 59
           ciples, 106, 125, 126                     incremental improvements, 86
        technological development (see re-           insufficient research, 42
           search and development)                   P&G lab, 14 (fig.)
        training, commitment to, 4–5                 papermaking technology, 94–96
        transformational changes, 91–92              persistence required, 231
                                                                               Index    303
   quality-of-life-enhancing products,       Saatchi, Maurice, 219
      108–9                                  Saatchi & Saatchi, 219
   technological development/innova-         Safeguard deodorant soap, 88, 113
      tion, 17–18                            safety, 108
   testing techniques, 35                    Sakharov, Andrei, 203
   upstream research/innovation, 20          Salvo laundry tablets, 54
   See also market research; and specific     scale, and leadership brands, 38
      brands and products                    scents. See fragrance
respect                                      Schmitz, Herbert, 236–37
   for competition, 171–73                   Schulz, Charles, 223
   for cultural differences (see cultural    Schweitzer, Albert, 198
      differences, respecting)               Scott Paper company, 130
   high-conflict/high-respect decision-       Secret deodorant, 15, 26–28, 27 (fig.)
      making, 148–49                         Self-Renewal (Gardner), 214. See also
   in JP’s personal model for living, 204         Gardner, John
      (fig.), 205, 234–39                     September 11, 2001, terrorist attacks,
   service and, 214                               144
   See also trust                            service, 141–45, 204 (fig.), 205, 206–15,
retailers                                         266. See also community, commit-
   multifunctional customer business de-          ment to
      velopment teams, 79–80, 225            Seven Habits of Highly Effective People,
   relationships with, 169–71                     The (Covey), 210
   store vs. national brands, 38             Shaaban, Ziad, 144
   trust in P&G, 131                         shampoos. See hair care business; Head
   in Western Europe, 170, 210–11                 & Shoulders; Pantene; Pert Plus
   See also specific retailers                Shaw, Stu, 3
Richard, Alison, 138–39, 139 (fig.)           Simon, Irv, 81
Richardson-Vicks Company, 17, 29, 84–        simplification and oversimplification,
      85, 278–79. See also Olay brand;            154–56
      Pantene                                Singapore, 115
risk management, 92–100, 147, 158            skin care products. See Dove brand;
Romania, 107–8, 115                               Ivory brand: bar soap; Olay brand
Roosevelt, Franklin D., 234                  Smale, John, 271, 271 (fig.)
rules, changing, 76–80                         on caring for one another, 143
Russia                                         on Crest brand expansion, 45–46
   consolidation with Ukrainian and            on employee character, 146
      Belarusan operations, 195–96             on employee commitment, 135
   downsizing in, 131–32                       on Harness, 270
   employee initiative, 107–8                  and P&G’s Eastern European busi-
   Fairy dishwashing liquid, 48, 49 (fig.),        ness, 68–69
      195, 264                                 and P&G’s Japanese business, 92
   JP’s last visit, 263–65                     on the pitfalls of bureaucracy, 152
   oral care education programs, 110, 264      respect demonstrated by, 237
   P&G entry into, 69–70, 71 (fig.), 212,       Richardson-Vicks acquisition, 84–85
      225                                      on social responsibility, 103
   P&G family gathering, 257                   and the tissue-towel business, 95
   Russian financial crisis, 228–29             trust demonstrated by, 180
   successes in, 264–65                        U.S. divisions reorganized, 278
304   Index
      Smucker company, 86, 151                      total shareholder return (TSR), 136
      soaps (personal care). See Dove brand;        trade customers. See retailers
           Ivory brand: bar soap; Monchel           transformational leadership, 90–92. See
           soap; Monsavon soap                            also big win, going for the; leaders
      Soave, Carlo, 176                                   and leadership
      Sobchak, Anatoly A., 71 (fig.)                 Trokhan, Paul, 96
      social responsibility. See community,         Tropicana orange juice, 34
           commitment to                            trust
      South Africa, 107                                among employees, 141–45
      Spadini, Franco, 60                              Artzt’s demonstration of, 4–5
      Special Olympics, 113                            barriers to, 176–77
      St. Petersburg University, School of             benefits, 183
           Management, 264, 265                        communication and, 149, 153
      Steele, Rob, 131                                 consumer trust, 38, 169
      Stegner, Wallace, 7                              ethical conduct and public trust,
      stereotypes, 190, 198                               109
      Swiffer brand, 12, 14, 18, 59, 98–99             in JP’s personal model for living, 204
      synergy, 17–18                                      (fig.), 205, 234–39
                                                       keeping trust, 149–59
      Tambrands company (Tampax), 19, 119–             ownership and, 176–83
            20                                         relationships and, 187–88, 235–36
      teaching, 245, 246–47                            retailers’ trust in P&G, 131
      technological development/innovation.            trusted brands, 38
            See research and development; and          See also employees: team spirit
            specific brands and products             truth, pursuing, 127, 157–59
      Tecklenberg, Harry, 94–95                        in JP’s personal model for living, 204
      Thailand, 115–16                                    (fig.), 205, 222–26
      ThermaCare heat wraps, 12, 14, 59             TSR (total shareholder return), 136
      Tide laundry detergent, 4, 21–24              Turkey, 96–98, 168, 215
         in Asia, 88–90, 231                        Turner, Cal, 170
         introduced, 12                             Tuthill, Carol, 259
         liquid detergent, 46–47, 56
         market share/growth, 21, 22, 22 (fig.),     Ukraine, 107–8, 195–96
            24, 84                                  Unilever
         marketing, 21, 22, 23–24, 58                 documents accessed by P&G contrac-
         performance, 15, 46–47                          tor, 240, 245
         surfactant technology, 18, 231               Dove brand, 28, 35
         technological development, 21, 23, 82–       laundry detergents, 54–55, 83–84, 89,
            84, 86                                       180, 215
      tipping points, 238                             Richardson-Vicks tender offer, 84
      tissue-towel business, 93–96, 130. See          in Turkey, 97, 215
            also Bounty; Charmin Paper Com-           in Vietnam, 231
            pany                                    unique moments in time, capturing, 84–
      Tobin, Jim, 85                                     86
      Tolstoy, Leo, 241–42                          United Kingdom, 50, 54–55, 170, 215,
      toothbrushes, automatic, 80–82                     225
      toothpaste, 46, 51, 56, 62. See also Blend-   United Way, 105, 114, 233
            a-Med toothpaste; Crest                 urgency, maintaining sense of, 152
                                                                              Index    305
Vaidyanath, S., 231                         White Cloud toilet tissue, 93–94
value (of product), 16–17, 20, 99, 267.     Why Smart Executives Fail (Finkelstein),
     See also product quality                   155
values                                      Wilson, Woodrow, 250
  balancing renewal and core values         winning. See big win, going for the
     preservation, 136–37                   women in business, 191, 194–95, 198.
  and community-building, 122, 125 (see         See also diversity
     also community, commitment to)         World Trade Center (Sept. 11 terrorist
  enduring values, 266–68                       attack), 144
  and goals, 205                            Wyant, Peggy, 194
  importance in today’s business cli-       Wynett, Craig, 21, 182–83
     mate, 109
  living our values, 156–57                 Xiong, Laura, 63–64
  and P&G acquisitions, 119–20
  P&G statement of, 106, 125, 126           Yale University
  P&G’s defining values, 130–35, 240           caring at, 248–49
  sustaining, 159                             diversity, 186, 189
  See also personal model for living; and     JP as instructor, 203–5, 245
     specific values, such as honesty and      JP as member of Corporation, 138, 273
     truth, pursuing                          JP as VP of finance and administra-
Vargo, Donna, 134–35                             tion, 148, 193, 238
Vicks VapoRub, 167                            JP’s student years, 1, 189, 222–23
Vietnam, 231                                  labor unions and, 149, 150, 193
Vizir laundry detergent, 180                  Levin on JP’s service, 182
                                              OGSM discipline adopted, 148
Wal-Mart, 79–80, 225. See also Walton,        sense of community, 138–39
    Sam                                       sense of ownership, 175
Walt Disney corporation, 85–86, 266           transformational changes, 91
Walton, Sam, 163, 220                         Yale Law School, 141
Ward, Lloyd, 186, 187                         See also Levin, Richard
Wedgwood, Veronica, 1                       Yankelovich, Daniel, 109
Wehling, Bob, 115                           Yates, Darin, 81–82
Wella company, 18                           Yemen, 168–69
Wells, Fred, 94–95
West, Miriam, 121, 175, 175 (fig.)           Zais, Melvin, 247–48
Whisper feminine pads, 167                  Zhu Rongji, 116–17

				
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