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Program Agenda for Disney's "Approach to
Series" 5 day package Morning Session The Case for Quality Service Examine the case for quality service and discover the Quality Service Cycle program model. Knowing and Understanding the Guest Learn qualitative and quantitative techniques for studying Guest psychographics. Discover a tool for understanding the needs, wants, stereotypes, and emotions of Guests. Guestology: Theme Park Field Experience Travel to one of the four theme parks for an in-depth study of how the Walt Disney World Resort® anticipates and delivers upon Guests’ expectations. Creating A Service Theme and Service Standards Learn Walt Disney World® methods for communicating a service theme and service standards to all Cast Members. Delivery Systems: Cast, Setting, and Process Examine strategies and tactics for maximizing all delivery systems during each service moment.
Integration: Resort Field Experience Experience “on-stage” and “backstage” examples of how Walt Disney World® Resort standards and systems align to create a seamless show. Integration Develop a Quality Service Plan that adapts Walt Disney World® methods to your own organization. Program Wrap-Up Identify participant take-aways and action
opportunities for making “magic” in your world. Day 2 Morning Session The Power of Story: Walt Disney World® Leadership Explore the history and legacy of Walt Disney World® leadership and understand how every leader is telling a story about what he or she values. Learn the key components of the leadership model. Vision and Involvement Discover the role vision plays in inspiring people to action, and discuss how to create a supportive work environment that encourages involvement. Involvement: Field Experience Explore a backstage area that demonstrates employee involvement in a supportive environment. Afternoon Session Strategies for Involvement, Organization and Change Discuss leadership strategies to transfer power, and decision-making authority. Learn the elements of leadership accountability, the cycle of organizational change, and the qualities of a learning team. Proactive Change Discover new strategies for maximizing team success. Collaborate to generate new ideas, measure their efficiencies, and communicate results. Values and Behaviors: The Character of a Leader Discuss key leadership strategies embodied by values-based leaders. Program Wrap-Up Identify participant take-aways and action opportunities for making “magic” in your world.
Day 3 Morning Session The Loyalty Connection Examine the Walt Disney World® model for generating loyal customers and employees. Discover how the Walt Disney World® Resort has aligned the Disney brand with its customers and employees and structured the organization as a vehicle for delivering the brand. Brand Aligns with Individual Identity Discover the importance of identifying core customers. Learn how the Walt Disney World® Resort identifies those customers and offers a brand promise aligned with their beliefs. Realize that employees are customers too. Experience Delivers Superior Value Identify the link between a company’s brand promise and the value it offers. Discover techniques the Walt Disney World® Resort uses to identify its strengths and to integrate those strengths into every step of the experience of delivering the brand promise. Contacts Build Relationships Determine the responsibility an organization’s leaders have to treat employees as customers. Identify techniques for building, employee-to-customer interaction into every experience. Discover tools for connecting emotionally with individuals. Afternoon Session Loyalty on Location Explore the delivery of the Loyalty Connection on location at the Walt Disney World® Resort. Identify the techniques Disney Cast Members use to connect with guests and each other. Loyalty Applications Discuss potential applications to your organization. Program Wrap-Up Identify participant take-aways and action
opportunities for making “magic” in your world. Day 4 Morning Session Culture Learn the key elements of a successful culture. Discover the People Management model that illustrates the process of integrating culture into the four key people management processes. Explore components of the Walt Disney World® culture and how they form the basis of the Disney people management philosophy. Selection: Field Experience Gain an inside look at the selection process for Walt Disney Cast Members. See firsthand how the Casting process reflects the Disney culture and explore how the Company communicates the conditions of employment to potential Cast Members. Training Gain an overview of the training process from global orientation through career management. Disney Traditions: Guest Speaker Participate in a special version of the Walt Disney World® orientation program that demonstrates how new Cast Members are introduced to the company culture. Afternoon Session Communication Learn principles that enable Walt Disney World® to meet the challenges of communicating with more than 50,000 Cast Members in order to keep them engaged in meeting the organization’s goals. Care: Field Experience Go “backstage” to see how we provide a supportive environment for our Cast that eliminates the “hassle factor” of coming to work and supports the delivery of quality service. Recognition Gain insight into ways that Walt Disney World® recognizes successes in order to crate a culture of success. Program Wrap-Up Identify participant take-aways and action
opportunities for making “magic” in your world. Day 5 Morning Session Organizational Identity Explore how establishing the organizational identity keeps creative energy focused. Discover the value of aligning new ideas to the organization’s identity in making sound judgments regarding risk. Participate in an experiential activity that puts these concepts into practice. Collaborative Culture Learn how Walt Disney World® Resort fosters a collaborative environment that enhances creativity. Discuss the key components to nurturing a culture where new ideas and problem solving options are openly expressed. Engage in activities that allow you to practice collaborative behaviors. Afternoon Session Structural Systems: Field Experience Hear how the Disney organization’s structural systems support the creative process and in doing so became more productive. Examine an organizational tool that allows continuous improvement to be “top of mind” for all Cast Members, throughout the Walt Disney World® Resort. Leader’s Role Examine the relationships an effective leader must develop in order to ensure maximum creativity. Discuss the best practices Walt Disney World® leaders employ to maintain creativity in their organizations. Program Wrap-Up Identify participant take-aways and action
opportunities for making “magic” in your world. |
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