IF DISNEY RAN YOUR HOSPITAL MANAGEMENT INSERVICE DISNEY

IF DISNEY RAN YOUR HOSPITAL MANAGEMENT INSERVICE

DISNEY • What do you love about Disneyland when you visit? • Why do you think Disney is so successful?

9. 5 THINGS DISNEY DOES DIFFERENTLY • Redefine Your Competition and Focus on What Can’t be Measured • Make Courtesy more Important than Efficiency • Regard Patient Satisfaction as Fool’s Gold • Measure to Improve, not to Impress • Decentralize the Authority to Say Yes • Change the Concept of Work from Service to Theater • Harness the Motivating Power of Imagination • Create a Climate of Dissatisfaction • Cease Using Competitive Monetary Rewards to Motivate People • Close the Gap Between Knowing and Doing

HIGHLIGHTS • Make Courtesy more Important Than Efficiency • Change the Concept of Work from Service to Theater • Harness the Motivating Power of Imagination

LADDER • Ladder vs. Pillar • Disney’s Ladder • Safety • Courtesy • Show • Efficiency

COURTESY FIRST • Is it challenging for you to put courtesy first? • What are the barriers to putting courtesy first? • What are small things you could do to overcome these barriers?

COURTESY IN THE KITCHEN • What are some ways to make courtesy a higher priority to kitchen staff? • What do you ask your employees? • Did you complete all of your tasks? • How many people were you courteous to today? • Demonstrating that courtesy doesn’t take “too much” time • Changing service to theater

CHANGE FROM SERVICE TO THEATER • Don’t just give a service, create an experience • Acting vs. Performing • Harnessing Imagination

TAKE AWAY-THINGS TO DO • Observe Employees • What makes Rolando great? • Emphasize Courtesy • Ask employees about what they have done to be courteous • Review 10/5 rule • Roleplay • Courtesy doesn’t decrease efficiency • Harness Staff Imagination • Flower Inservice