Chapter one of Be Our Guest really focuses hard on the fact that the Disney Corporation believes giving their guest a service that they will never forget is top priority. There were many good points that were brought up in this chapter, I just want to hit some of the main points that drive everything home. Walt Disney had the vision of creating a place where everyone can come and enjoy their time and take something from their experience. One of the things that was mentioned was that without a workforce your organization won’t last. I have worked within quite a few businesses and the ones that didn't have a hard working staff fell apart. Experience economy plays a huge part in your business or organization because your return guests depend all …show more content…
The first point on the compass is guestology which means knowing your guest and being able to adjust accordingly to make them happy. The second point is quality standards which creates the criteria for actions that need to be taken in order to fulfill service strategy. It also sets measures that need to be taken to ensure quality service. Number three on the compass is delivery systems which consists of three systems that every company shares: employees, their setting, and their processes. Employees are the heart of every operation within a company whether they are behind the scenes or up on the front line with guests. Without a solid workforce you can’t expect to give quality service. Walt Disney wanted to have the pavement be different colors and textures at every new area to give the guests a different perspective and let them feel it from their feet. It’s kind of a weird thought but it also makes sense because he was trying to give them a setting that would bring them in to his world. The process that you take can make or break your plans. Whenever a problem arrises you have two options let it go or do something that will fix the issue and make your customers happy. The final point on the compass is integration which pulls all of the delivery systems into one, creating a complete operating
Chapter two of Be Our Guest, for the most part, focused on expounding on the idea and fundamentals of guestology and how Walt Disney took steps turn his business into the exceptional model for guest pleasing service that it is
Be Our Guest, Inc. is a Boston based company that rents out party equipment for events within the Boston metropolitan area. Founder, Steve Lizio , initially started the company in 1983 with a sole purpose of providing wait staff to catering companies. However, as time proceeded it became apparent to expand the company by evolving it into a rental equipment company that provided rental services of tables, chairs and other miscellaneous items pertaining to hosted events. Typically expected in relatively new companies, the company operated at a loss during the first quarter, however as demand increased exponentially during the second and fourth quarter of the year, sales revenue spiked accounting for two- thirds
The idealistic childhood memory every child thinks back to is their first trip to Disney World, “The Happiest Place on Earth, “according to Walt Disney. The ideal place where everything is magical and fairytales do exist. Disney World has become America’s most popular attraction since 1923. Whether it’s through one of Disney’s theme park, 227 radio stations, six motion studio pictures, three cruise lines, or its theatrical production companies, Disney Corporations culture monopoly has gone unnoticed by Americans. Americans are indulged by Disney’s childhood fantasies with the image every princess has a prince, and will live happily ever after in a magic kingdom. Although it all seems innocent Disney’s Corporation has America indulged with its theme parks, merchandise, films, and cruise lines.
Disney Point #1 - In order to delight your customers, you must put your employees first!
Disney is an iconic brand that is recognized internationally. The company is not only loved by children, but by people of all ages, races, and backgrounds. What makes Disney such a beloved brand? Although it is nearly impossible to pinpoint just one reason for their success, Disney’s core values is what makes this company stand apart from the rest. The founder and creator of Disney, Walt Disney, had a vision for the future that integrated imagination, creativity, freedom of expression, and a touch of magic. With all these values melted into one company, the possibilities for success became a reality to the Disney family. When Disney began to expand, so did the company’s philosophies. Keeping these core values rooted within the brand,
Most people, when they think of Disney, they think of “the happiest place on earth.” Walt Disney was the one to start all of this with all of his achievements in movies, television, and eventually the theme park. Disney created a character who’s
Communication is a crucial process in the delivery of corporate messages and the response for individual needs, especially in an organization like the Walt Disney Company. Best known as Disney, the company is famous for its film, music, theater and the emergence of the diverse cultures. The Walt Disney World located in Orlando, Florida is the biggest entertainment studio where people’s “dreams come true”. Four theme parks, two water parks together with a large amount of resorts and golf clubs help to build the company’s identity and its cultural values successfully (Gabler, 2007). Within the Disney context, small units of the organization also perform their own characters, while still engaging in providing the classic Disney value.
Ever since I was a child, my family and I have been Disney fanatics. The Disney empire has created many amazing places, but my favorite location to visit is the Walt Disney World Resort. Every day 50,000 people from all over the world arrive at Walt Disney World in Orlando, Florida to experience the magic. When the park first opened its gates in 1971, 10,000 visitors made their way through. That number has multiplied five-fold and continues to multiply to this day. Since the 1971 opening, over 600 million people have experienced the magic of Disney. In my lifetime, I have visited the park with my family and friends six times. Each visit lasted four days in order to experience all the parks and their unique offerings. When I’m in Disney World, the experience each time is incredible.
Disneyland has inspired hundreds of books, articles in academic journals, and college classes dissecting its magic and evaluating its impact. Since Disneyland’s opening there has been evidence to suggest that the Disney Company is owed credit for creating not only the first, but the most successful theme park in history. Walt Disney created a niche in what was a dying industry leading to Disneyland’s success that is still observed today as the most popular and most recognizable park in the park entertainment industry. Although Disneyland was not the first amusement park, Walt Disney did perfect the idea of an amusement park and give birth to the first ever theme park which blossomed into the theme park industry. The influence Disneyland commands as the first theme park has impacted American pop culture, society, economics, marketing, entertainment and tourism by creating what has been called the “Disney effect” by author Margaret King, Director of the Center for Cultural Studies & Analysis. The impact the “Disney effect” has had on America has been argued between historians, economist, and
Welcome to the happiest place on earth, otherwise known as hell. Imagine entering a place where the air smells like fresh homemade cookies, the lush green trees are shaped like animated characters, and the sidewalks are always squeaky clean. The employees or “cast members” appear to be clean-cut, happy, wholesome, all-American people. This is the image Walt Disney World provides for its guests. But what goes on behind the scenes at Disney? Until a person has worked for the “big mouse” she won’t be able to understand the torture that can go on for employees. I’ve been in that Disney “cult,” part of the “wonderful world of Disney.”
The Walt Disney Company’s mission statement is: “To make people happy.” Although the statement is only a one-liner it is supported by a set of values setting the performance standards and directs the implementation of the mission. Those values are: no cynicism; nurturing and promulgati...
He left this world, impacting and inspiring the lives of everyone, young and old and changed the world of movie making forever. Part of the study will consider Walt Disney 's background, and his self-made success in America such as the famous Disneyland we all know today. Multiple resources have been collected that focus on Walt Disney 's life and how he significantly impacted the entertainment industry and became a symbol of America, to achieve this goal. The primary source is the book, Remembering Walt: Favorite Memories of Walt Disney by Amy Boothe and Howard E. Green. In the book, there are several interviews with family members and coworkers. Walt Disney promoted diversity an idea that wasn 't even thought of in the 20th century. "Disney
Quickly becoming apparent after only a few rounds of play was in the absence of coordinating direction the individual supply chain links immediately focused upon acting in their own best interests much more so than the organization as a whole. Whether the end use customer was satisfied became secondary to avoiding stock outages for the next link in the chain, or their specific “upstream customer”. The real world application of this example is that focus on the end use customer must be consistent and maintained throughout the process up to and including delivery. Undoubtedly internal customers, such as retailers to wholesalers and distributors to production, must be serviced along the way for the transaction to ultimately occur. However, unless an end use customer is involved no profit can be realized by anyone.
They include: excellence in leadership, excellence in casting, guest satisfaction, financial results, and repeat business (Coverly, 2013). As it pertains to leadership excellence, Walt Disney is cognizant of the fact that communication is indeed the key driver and foundation for a collaborative culture within the company. Therefore, in this regard, the company encourages the cultivation of collaboration by essentially creating an enabling environment where ideas are spoken without fear of favoritism. Hence, Walt Disney promotes the use of positive language as part of its strategy of fostering leadership and collaboration. The use of positive language lays a basis for the realization of excellence in casting as one of the company’s policies. It is necessary to note that according to Coverly (2013), Walt Disney does not refer to its staff as employees; rather, the company classifies them as casts within the whole business arena. This concept, as Coverly (2013) continues to elaborate, emanates from the cognizance by the company that each employee has an intrinsic and unique role to pay within the company. As such, it is more natural to refer to them as casts, rather than the traditional “employee” notation. This strategy is very influential in generating and sustaining employee motivation which stems
Distribution- work on alternatives of outsourcing the distribution network or transportation routes. Should focus on outsource this non-core business activities if it is non-profitable. It is costly by not understanding the multi distribution network in standard line delivery (Multiple drop off points through retail channel sales)