BE OUR GUEST HOW UTILIZING DISNEY MANAGEMENT PRINCIPLES

BE OUR GUEST: HOW UTILIZING DISNEY MANAGEMENT PRINCIPLES CAN BE USED IN STUDENT SERVICES Presented by: Becca Collins & Tara Lindahl

THE “HAPPIEST PLACE ON EARTH” §Top notch customer experiences and service since 1955 §Customer service at Disney parks centers on attention to details §Empowering the “cast” to solve problems §Dude, Where’s My Car? §Trashcan placement §So how do they do it?

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10 MANAGEMENT PRINCIPLES OF DISNEY 1. “Make Everyone’s Dream Come True” §Focuses on importance of allowing members of organization to dream and employ creativity §Disney fosters a culture of creativity in all of its employees §Encourages participation from employees which has led to decreased turnover rate when compared to competitors 2. “You Better Believe It” §Examines the importance of giving a clear understanding of the basic beliefs and core values

10 MANAGEMENT PRINCIPLES OF DISNEY 3. “Never a Customer, Always a Guest” §A visitor at Disney is always referred to as a guest §Showing guests respect and honesty §Walt Disney felt that solving guest problems sparks innovation 4. “All for One and One for All” §Focus on importance of teamwork §No job is too small—everyone all the way to the CEO can pick up trash

10 MANAGEMENT PRINCIPLES OF DISNEY 5. “Share the Spotlight” §Outlines the importance of external partnerships §Disney treated its partners and vendors like guests themselves 6. “Dare to Dare” §Encourages risk taking to come up with new, inventive ideas §Disney did stress they should be calculated risks with some foundation

10 MANAGEMENT PRINCIPLES OF DISNEY 7. “Practice, Practice” §Importance of continuous training §Disney University training includes full day focused on Disney traditions, core values and beliefs 8. “Make Your Elephant Fly” §Stresses planning to carry out tasks §Long term vision must go hand in hand with short term practices

10 MANAGEMENT PRINCIPLES OF DISNEY 9. “Capture the Magic with Storyboards” §Used animation technique of storyboarding in generating ideas within management §Breaks situations into smaller, more management parts 10. “Give Details Top Billing” §Pay attention to the details and be open to improvement §However, make sure the details fit within your budget and make sense to your bottom line

ACTIVITY In groups we will discuss how we may be able to implement one or more of the principles at MCC. As Disney would encourage, think outside the box and use creativity to solve problems!

REFERENCES AND RESOURCES Books: Capodagli, B. , & Jackson, L. (2016). The Disney way: harnessing the management secrets of Disney in your company. New York: Mc. Graw-Hill Education. KINNI, T. , & Kinni, T. B. (2011). Be our guest: perfecting the art of customer service. New York: Disney Editions. Websites: Ciotti, G. (2014, June 11). How Disney Creates Magical Experiences (and a 70% Return Rate). Retrieved October 13, 2017, from https: //www. helpscout. net/blog/disney-customer-experience/ Martin, J. R. (n. d. ). Capodagli, B. and L. Jackson. 1999. The Disney Way: Harnessing the Management Secrets of Disney in Your Company. Mc. Graw-Hill. Retrieved October 13, 2017, from http: //maaw. info/Article. Summaries/Art. Sum. Capodagli. Jackson 99. htm You. Tube(tm) videos: Bill Capodagli on The Disney Way: https: //youtu. be/Dl. R 5 gcxy. L_s Disney playlist: https: //www. youtube. com/watch? v=Gibi. Ny 4 d 4 gc&list=PL 4 Br. NFx 1 j 7 E 6 a 6 IKg 8 N 0 Ignkoam. Hl. CHWa