| Programme Outline
DAY 1 - DISNEYS APPROACH TO INSPIRING CREATIVITY
In his highly acclaimed book Built to Last, author Jim Collins refers to The Walt Disney Company as “visionary.” He attributes this trait to the Disney team’s collective ability to “preserve the core while stimulating continuous progress via creativity, dreams, and imagination.” Experience for yourself how the Disney work environment is designed to tap the full creative potential – and competitive advantage of both the individual and the team!
Objectives
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Discover how Disney defines team creativity as a critical success
factor -
Experience practical tools used to stimulate creativity throughout the
Disney organisation -
Examine a model for effectively balancing relationships and results to
maximise creative output -
Work as teams to experience taking an idea from expression to
implementation -
Discuss and begin to apply personal insights to improve the creativity and innovation of your team
DAY 2 - DISNEYS APPROACH TO QUALITY SERVICE
Disney has never lost sight of Walt’s edict: “Give the public everything you can give them.” From this simple statement everyone at Disney continues to exceed customer expectations every day. For more than eighty (80) years this singular pursuit of “quality service” has granted us consistent success anchored in the traditions and values of The Walt Disney Company.
Objectives
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Increased understanding of the Disney definition of quality service -
Ability to share the value of research Disney employs to gain understanding of Guests -
Experience the processes Disney uses to design and implement quality standards -
Ability to describe three quality service delivery systems -
Exposure to a means to intergrate all the above tools and tactics
A. Defining Quality Service
Understanding the needs, perceptions, and expectations of our Guests help us determine the direction of our growth. Our guiding compass always points to a need to understand and provide, superior Guest experiences.
Objectives
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Increased knowledge of the power of appropriately developed
service definitions. -
Greater understanding of how Disney utilises Guest research and
what is done with the insights. -
Ability to identify examples of needs, wants, stereotypes and
emotions.
B. Quality Standards
When you’re charting your course, everyone should be aware of established quality standards that assist employees in making decisions and ensure consistent service delivery.
Objectives
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Ability to define and prioritise Disney’s quality standards -
Greater knowledge about process steps that can help any
organisation to develop effective quality standards -
Increased understanding of the need for consistent service delivery by 100% of an organisation’s worforce
C. Service Delivery Systems
In order to deliver quality service, quality standards and delivery systems must be aligned. Disney, like every organisation, has three primary delivery systems: Cast (people), Setting (place of business) and Process (policies and procedures).
Objectives
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Increased awareness of how quality standards can be applied to
employee roles to support consistent delivery of quality service -
Greater understanding of how sensory details affect the quality of the setting -
Enhanced ability to describe how processes impact quality service
delivery
D. Intergrating Quality Service
There’s a tool for every task, and the “Intergration Matrix” is the one Disney uses to help combine the use of quality standards and delivery systems and develop a strategic plan for creating and monitoring the delivery of seamless customer experiences. This multi-faceted system also serves as an internal and external benchmarking tool to help us monitor customer service.
DAY 3 - DISNEYS APPROACH TO PEOPLE MANAGEMENT
Does a customer remember a product or a person? When Walt Disney determinded that people remember people, he had hit upon an essential business truth that led to immediate and sustained success. At Disney, the mission of small teams is aligned with the mission of the larger organisational culture to create a seamless experience. So while there may be thousands of job classifications, there will always be one common goal : Guest satisfaction. We believe that in any business, an organisations human resource culture is central to long-term success.
A. Organisational Culture
Objectives
B. Selecting Right-fit Talent
Objectives
C. Training the Culture
Objectives
- Experience part of the global orientation process that introduces newly hired employees to the Disney culture
- Examine Disney training strategies for local and area training
- Understand the Disney career-management process
- Explore training strategies that can be adapted to any organisation
D. Communicating to Inform and Inspire
Objectives
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Learn how the Disney principles of effective organisational communication reinforce the culture -
Examine Disney communication tools to discover how they support the culture -
Review Disney communication methods for adaptation in any organisation
E. Creating an Environment of Care
Objectives
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Explore how Disney sustains its culture through Cast Member services and recognition -
Learn the importance of providing employees with a supportive andcaring environment in order to cereate pride in supporting the organisations culture -
Understand how Disneys approaches to creating an environment of care can be adapted by any organisation
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