Quality Assurance and Quality Engineering at Disney Emmett

Quality Assurance and Quality Engineering at Disney Emmett Peter Director, Worldwide Safety and Assurance Walt Disney Parks and Resorts March 27, 2007

In Attendance from Disney Nat Doersam Manager, Quality Assurance Disneyland Resort Rich Smolowitz Manager, Quality Assurance Walt Disney World Resort

Agenda • Disney and Space • Our Community • Disney’s Quality Culture – Quality Assurance • Show • Operational • Ride – Quality Engineering – Quality Audit • Global Sourcing

Disney and Space Exploration • Space travel and exploration was always a fascination for Walt Disney produced three space-themed television specials in the 1950 s -- "Man in Space, " "Man and the Moon" and "Mars and Beyond. " • The three specials included participation from leading space scientists including Dr. Wernher von Braun, Willy Ley and Heinz Haber.

Now, Walt Disney World Resort guests can take a trip to Mars aboard Mission: SPACE at Epcot. Guests experience a pulseracing liftoff and the sensations of traveling in outer space on an out-of-this-world mission to Mars.

The Parks & Resorts Studio Entertainment Company Media Networks Consumer Products

Domestic Parks & Resorts

International Parks & Resorts

Largest single site employer in the US with over 58, 000 employees 4 Theme Parks, 2 Water Parks, 95 Attractions, 25, 366 Rooms Over 200, 000 ride mass transit on a single day 750 watercraft, 14. 7 lane miles of elevated beam way for 12 monorails & 260 buses

Similarities and Differences • Continuous focus on efficiencies and speed to market • Managing risk • Pressure surrounding a launch and launching an attraction • Media scrutiny • Keeping machinery running, and running…. • Facing the many issues of safety and quality in the workplace

Disney and Safety is the cornerstone of our four keys to quality: • Safety • Courtesy • Show • Efficiency

Show Quality

Show Quality - Subjective Integrated Planning PI PS MG OI Ob je ct iv e Su bj ec tiv e SR Asset Mgmt Program R&M Show Quality Reliability Safety Objective Subjective

Sample Map Outlining VPI Points

VPI Rating Scale Rating Definitions – Guest Perspective A Category is in good condition, presenting good show. B Category is in fair condition, requiring minor/planned attention. C Category is in poor condition, requiring significant/immediate attention.

SAMPLE VPI CATEGORY SUMMARY

Operational Excellence

Attractions Alignment 3. 3 Billion Worldwide Guest Interactions 1. 08 Billion WDW Guest Interactions 265 Disney Attractions 100 WDW Attractions L BA LO 4 WDW Theme Parks 8 Attraction Classifications Greeter, Grouper, Load, Dispatch, Unload, Tower 6 Core Operator Positions W DW G 11 Disney Theme Parks Rotating, Dark, Flume, Coaster, Simulator, Theatre, Watercraft, Walkthrough

Disney’s Wild About Safety http: //disney. go. com/safety/

Safety Communication & Instruction

Ride Quality Assurance

Unusual Inspection Space Entry

Quality Engineering

Procedure Development MR OG Maintenance MAXIMO Job Plans NDT MAXIMO Job Plans Systematic Training & Certification Program Attraction Operation Maintenance Testing & Inspection

RL PM Due Reports

Lightboard

Auditing

(OUTPUT) GET WHAT YOU WANT REINFORCEMENT (ENSURING CONSISTENT RESULTS & COMPLIANCE) • OEO • OPERATIONAL AUDIT • REFRESHER TRAINING • TRAINER ACCOUNTABILITY ASSESSMENTS (EVALUATING UNDERSTANDING) TRAINING DELIVERY (CONVEYING EXPECTATIONS) SOURCE CONTENT • KNOWLEDGE ASSESSMENTS • PERFORMANCE ASSESSMENTS • MANAGER REQUALIFICATIONS • TRAINER SELECTION • TRAINING GUIDES/TRAINING TOOLS • TRAIN-THE-TRAINER SESSIONS • TRAINER DEVELOPMENT • OJT/TRAINING SESSIONS • UPDATE TRAINING (SETTING EXPECTATIONS) WHAT YOU WANT (INPUT) • MANUFACTURER’S REQUIREMENTS • OPERATING GUIDES • PRE-OPENING CHECKLISTS • FEDERAL/STATE REQUIREMENTS

Audit Structure • Incident Based Observations Tier 4 • Unannounced Audits of Operations, QA, & Maintenance CSO Auditors - CSO / Legal Directed Investigation Tier 3 • Post Incident Investigation Coordination • Global Peers & Partners Global Peer • Compliance with ASTM F-24 & F-770 - Global Annual Audit • Best Practices and Recommendations Tier 2 Quality Assurance - QA Oversight Program Tier 1 Business Unit - Operations Local Program - Maintenance Local Program • Compliance with ASTM F-24 & F-770 • Legislative Enforcement Interface • Annual Certification of Compliance • Day to Day Sustainment • All Levels of Cast Involved • Measures Practice vs. Established Expectations

Global Sourcing

SBL – Beijing China HKDL Small World Ride Design and Production October 2006

SBL is located in Beijing

5 th RING RD 4 th RING RD 3 rd RING RD

FRP & PAINT SHOPS OUTDOOR ASSY AREA, PAINT, & MOLD STORAGE MACHINE & ASSY SHOPS DORMS WELD SHOP WAREHOUSING CANTEEN OFFICES OUTDOOR STAGING AREA

SBL – Beijing China

Summing Up….

Our Cast is our Greatest Asset “You can dream, create, design and build the most wonderful place in the world but it requires people to make the dream a reality!” Walt Disney