The Impossible Dream
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- Words: 2,232
- Pages: 23
Dr. H. James Harrington
CEO-Harrington Middle East COO-Define Properties 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
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
١
This was the main street of Dubai, in 1990,
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
And here it is today
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
٢
4 Really Big Dreams in Life
• 1. Your first car
31.07.2008
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
٥
4 Really Big Dreams in Life • 1. Your first car
• 2. Your spouse
31.07.2008
٣
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
٦
4 Really Big Dreams in Life • 1. Your first car • 2. Your spouse
• 3. Your home 31.07.2008
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
٧
4 Really Big Dreams in Life • 1. Your first car • 2. Your spouse • 3. Your home
• 4. Your child 31.07.2008
٤
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
٨
Are you - A Dream Maker - A Dream Braker - or Just a Dreamer 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
• We need men who can dream of things that never were. – – John F. Kennedy (1917 - 1963), speech in Dublin, Ireland, June 28, 1963
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
٥
You see things; and you say, 'Why?‘ But I dream things that never were; and I say, "Why not?" George Bernard Shaw
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
Two Views of Properties • We provide comfortable shelter • We turn dreams into reality 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
٦
Customer Satisfaction Curve Now Customer Satisfaction
HIGH
LOW Signed Contract 31.07.2008
Move-in
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
١٣
Customer Satisfaction Curve Should be Customer Satisfaction
HIGH
LOW Signed Contract 31.07.2008
٧
Move-in
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
١٤
It is also easy to turn a dream into a nightmare
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
Delivered Performance Versus Customer Expectations High
Expectation Gaps Delivery Gaps
Rating
Low
Electric Delivery TelecomBanking Insurance Automotive Utilities Service munications Investment High Airlines Hotel Auto Household Technology Rental Appliances
Industry Expectations (Ideal)
Perceptions Best Firm
Perceptions Average Firm
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
٨
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 • Dr. Kaoru Ishikawa’s Six Categories 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
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 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
٩
Only Our Best is Good Enough!
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
Excellence is a Moving Target
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
١٠
• This means that to success you need to :
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
Excel
Excel
Excel
Excel
Excel
Excel
EXCEL 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
١١
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 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
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 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
١٢
“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
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
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. 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
١٣
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. 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
١٤
© 2007, Harrington Institute, Inc. 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
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
١٥
THE ICEBERG KNOWN TO OTHERS
Procedures SEA LEVEL
UNKNOWN TO OTHERS
VALUES – STANDARDS – JUDGMENTS
ATTITUDE - CULTURE MOTIVES – ETHICS - BELIEFS
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
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. 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
١٦
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
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
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 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
١٧
Streamlined Process Improvement for Customer Excellence 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
Business Drivers or Controllable Factors
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
١٨
Typical Business Drivers • • • • • • •
Leadership and Support Customer Partnerships Business Processes Training Knowledge Management Measurements Supplier Partnerships
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
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
١٩
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!!! 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
EXCELSIOR • Ever onward • Ever upward • Ever better 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
٢٠
The Better Way • There always is a better way • You just need to find it or some one else will.
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
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. 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
٢١
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 ” 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
٢٢
Thank you, good day and Dream impossible Dreams 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
٢٣
CEO-Harrington Middle East COO-Define Properties 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
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
١
This was the main street of Dubai, in 1990,
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
And here it is today
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
٢
4 Really Big Dreams in Life
• 1. Your first car
31.07.2008
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
٥
4 Really Big Dreams in Life • 1. Your first car
• 2. Your spouse
31.07.2008
٣
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
٦
4 Really Big Dreams in Life • 1. Your first car • 2. Your spouse
• 3. Your home 31.07.2008
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
٧
4 Really Big Dreams in Life • 1. Your first car • 2. Your spouse • 3. Your home
• 4. Your child 31.07.2008
٤
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
٨
Are you - A Dream Maker - A Dream Braker - or Just a Dreamer 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
• We need men who can dream of things that never were. – – John F. Kennedy (1917 - 1963), speech in Dublin, Ireland, June 28, 1963
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
٥
You see things; and you say, 'Why?‘ But I dream things that never were; and I say, "Why not?" George Bernard Shaw
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
Two Views of Properties • We provide comfortable shelter • We turn dreams into reality 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
٦
Customer Satisfaction Curve Now Customer Satisfaction
HIGH
LOW Signed Contract 31.07.2008
Move-in
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
١٣
Customer Satisfaction Curve Should be Customer Satisfaction
HIGH
LOW Signed Contract 31.07.2008
٧
Move-in
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
١٤
It is also easy to turn a dream into a nightmare
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
Delivered Performance Versus Customer Expectations High
Expectation Gaps Delivery Gaps
Rating
Low
Electric Delivery TelecomBanking Insurance Automotive Utilities Service munications Investment High Airlines Hotel Auto Household Technology Rental Appliances
Industry Expectations (Ideal)
Perceptions Best Firm
Perceptions Average Firm
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
٨
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 • Dr. Kaoru Ishikawa’s Six Categories 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
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 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
٩
Only Our Best is Good Enough!
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
Excellence is a Moving Target
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
١٠
• This means that to success you need to :
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
Excel
Excel
Excel
Excel
Excel
Excel
EXCEL 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
١١
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 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
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 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
١٢
“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
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
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. 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
١٣
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. 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
١٤
© 2007, Harrington Institute, Inc. 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
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
١٥
THE ICEBERG KNOWN TO OTHERS
Procedures SEA LEVEL
UNKNOWN TO OTHERS
VALUES – STANDARDS – JUDGMENTS
ATTITUDE - CULTURE MOTIVES – ETHICS - BELIEFS
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
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. 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
١٦
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
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
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 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
١٧
Streamlined Process Improvement for Customer Excellence 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
Business Drivers or Controllable Factors
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
١٨
Typical Business Drivers • • • • • • •
Leadership and Support Customer Partnerships Business Processes Training Knowledge Management Measurements Supplier Partnerships
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
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
١٩
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!!! 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
EXCELSIOR • Ever onward • Ever upward • Ever better 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
٢٠
The Better Way • There always is a better way • You just need to find it or some one else will.
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
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. 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
٢١
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 ” 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
٢٢
Thank you, good day and Dream impossible Dreams 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
٢٣
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