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essay up to 24 • January 2, 2011 • 3.314 words (14 pages) • 3,167 views
The Walt Disney Company is known worldwide for commitment to customer service. This is most clearly in Disney's Theme Parks in Florida, California, Tokyo, Paris and Hong Kong. Disney's commitment to customer service began with the founder of the company, Walt Disney. His leadership and vision has made Disney the market leader in customer service. "His willingness to take risks and bubble new ways, coupled with a congenital understanding of what his clients wanted to led to the legendary business practices, for which Disney goals are famous." (Disney Institute, 2007). This paper will examine Disney's customer service model with a special focus on leadership and communication.
Walt and Roy Disney founded the Walt Disney Company in the 1923 as a simple movie studio that produces animated functions. In 1934, Walt Disney decided to produce an animated feature in full length, snow white and the seven dwarves. At this time many believed that many "cartoon" in full length could not attract the audience. Walt Disney, however, continued with his vision. In 1937, the film was completed and became the highest brissplace film of all time. This success followed other animated hits like Pinocchio, Dumbo and Bambi. In 1950, Disney produced his first live action movie, Treasure Island and a TV Christmas special. Walt Disney saw the potential of television and began to produce television series, including Davy Carst and the Mickey Mouse Club. Walt Disney was always looking for advancement in search of other entertainment mountains. "An area that fascinated him was amusement parks. As a father he had taken his two young daughters in Zoos, Carnival and parks, but he always sat on a bench, as they rode the Merry Go Round and had fun. He had the feeling that there should be a place where parents and children could see a good time. This was the emergence of Disneyland. After several years of planning and construction was opened the new park 17 July 1955. "(The Walt Disney Company, 2007). Disneyland in Anaheim, California, put the visitors in the TV and the movie screen. Walt Disney believed that the theme park would never be really completed "as long as it remains in the world." (The Walt Disney Company, 2007).
Walt Disney's next vision was for a large, ever-growing world in which people could experience their vision. The seeds for this vision were started with the purchase of 28,000 hectares in Florida. Walt Disney died before he saw the conclusion of this project; His brother, Roy Disney, did, however, fulfilled the theme park, who called IT Walt Disney World. The last Walt Disney's visions was realized with the completion of EPCOT. Roy Disney died before he could see the conclusion of the last vision of his brother for the resort.
Walt and Roy Disney's deaths did not end their overall vision for the expansion of the Disney theme parks. With Walt's previous leadership and vision, Disney Theme Park continues to increase with any openings in other countries. In addition, the Disney theme parks in the United States continued to expand. In Walt Disney World, two theme parks were opened, MGM studios and animal kingdom. The California adventure was opened in Disneyland. Even today, leaders of Walt Disney Company are looking for ways to expand the theme parks with Walt Disney's vision as a guide.
In 1986, the Disney Institute was opened. It was founded to provide professional development programs to support corporate leader, acquire the best business practices as shown by the Disney model. The institute offers executives with direct insight, why the Disney model is so successful. This includes the detailed behind the scene, as the Disney theme parks work.Customer of the Disney Institute include companies around the world like Blue Cross and Blue Shield, Delta Airlines, Duke University, General Motors, IBM, the US Army and American Education. The program includes the stay in Disney Resorts and is completely immersed in the Disney Experience. It goes beyond the classroom to see how executives work throughout the organization, and what Disney makes successful.
The background of the Disney company is important as it shows how to fulfill the leadership of a man. At Walt Disney's leadership, the company became one of the leading companies in the world. Walt Disney was not only leader in the market square, he was also a strong internal leader. Walt Disney LED with the example. His visions inspired those who worked for him. His leadership reached that as far as he reached after his death; Employees of Walt Disney Company are inspired by his leadership. Walt Disney was a leader when he was a great communicator. He was, and in many senses it is still the face of the company. He would be on Disney's television broadcasts to introduce the films. He was the introduction of his new vision for theme parks. Walt Disney was also a great communicator in the company. He could convey his visions to each. He could "sell" his visions and all on board. The most important aspect is how Walt Disney's leadership Disney made the leader of customer service.
Guide in Disney Theme Parks are asked to think outside the box to emphasize Disney's commitment to customer service. Examples of this will be seen the organization if you are on board new employees.
A manager in one of the premium restaurants from Walt Disney World has a unique training approach for new dishwashers. When a new Cast member reports on the first day, the manager accompanies him or her in the restaurant. There a table was set with fine linen and China, just as it would be discontinued for Disney guests. In a recent situation, the managers and a new cast member discussed the operation of the restaurant when the new dishwasher noticed when a glass of lipstick stains had, the dishes had crusts of food on the rims, and the silverware was discovered. When the manager asked why she appeared distracted, she pointed out that the courts had not been thoroughly cleaned. "Imagine," said the manager, "that they are a guest who will spend 100 dollars for this meal." (Taylor & Wheatley-Lovoy, 1998, p. 22)
This example shows how the leader in Disney think outside the box; However, it shows how the leaders encourage the leaders to combine the Cast members to connect emotionally with guests (Taylor & Wheatley-Lovoy, 1998, p. 22). This type of leadership helps the Cast members to see the larger customer service image. In this example, the CAST member can see how these little things can influence the complete Disney experience. It also asks the CAST member to take over the property on each
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