Applying Disney Principles to Boost your Patient Satisfaction

It is important employees of any corporation are aware of the roles they play in company success so that they can do their job effectively. Disney has many courses of action in order to keep employees, or cast members informed. At Disney there is a

Mr. Harris expressed to me the key factors in being successful in his workplace. He stated that the employees should think about the patients first and make the quality of their care the first priority. To be unsuccessful in his clinic, he states that employees would not take pride in their job and not care about the quality of their work. He expressed to me that a manager should most importantly succeed in having open communication with all employees and stakeholders. Keeping an open line of communication with employees makes for a positive workplace environment. Harris explained that this can be done by checking in with them often to make sure the employees aren 't having any issues and are satisfied with the staff’s work. He also interprets that you should let them know that you are always available for them if issues or questions arise.

Making sure the needs of the patients are met. Making sure everyone is on the same page when it comes to making things better for the patients. Making sure the employees are happy, this will help them to give excellent care to the patients.

Service improvement is arguably one of the most important challenges facing the National Health Service (NHS) today, as both patients and service users search for a ‘good quality’ service, and expect services to be both efficient and effectual. All staff within the health service need to be educated and competent in their roles, in order to be able to offer a service that is beneficial to the patients that make use of it.

keep an existing customer than finding new ones. A major part of the customer service, especially in a retailing

Counterintuitively, Harlequin and Brine’s service excellence will stem from putting their employees above their customers. Employee morale and job satisfaction have a strong impact on customer service (Landis, Vick, & Novo, 2015). Only genuinely happy employees will stop at nothing to make customers truly hospitable. Restaurant employees that know that neither the food nor the

Strategic management for an organization is based on its values, vision, and mission (Huber, 2014). My organization uses strategic management as its customer service model. Our mission, vision, and values state that we will build healthier communities with others who share our commitment to provide high-quality, cost-competitive health care services. At Premier Health, our mission, vision and values aren’t just words, they’re the road map that helps us lead with care (Premier Health Partners [PHP], 2016). Our nursing staff is trained through a program called Versant. Graduating RN’s apply for this

The Walt Disney Company lives by the words of making magic. Although unfortunately they do not mean magic in a literal sense, the company strives to create once in a lifetime experiences. They use the idea of ‘creating magic’ to broadcast their commitment to exceptional customer service company wide. The concept of keeping close and positive relations to the customer ties into Thomas Peter and Robert Waterman 's book, In Search of Excellence: Lessons from America’s Best-Run Corporations. Their research states how, “One of the basics of excellence is to remember that

The Disney Company encourages communication throughout the organization, and this communication is what helps to make a strong organizational culture. A few motivational theories are effective in the Disney Company’s culture. Psychologist Frederick Herzberg proposed the two-factor theory otherwise known as motivation-hygiene theory. This theory believes an individual’s relationship to work is basic and that attitude toward work can very well determine success or failure (Robbins & Judge, 2011). This theory is one for the Walt Disney Company. The founder Walt Disney’s attitude toward the company from the beginning was to bring happiness to everyone that has any parts of the company. A happy founder gives off a chain reaction and therefore gives the company happy employees and customers. Employee’s are happy and have job satisfaction shows it through his or her positivity and it reflects in one’s job performance.

The most cost efficient and effective way to grow a business and gain more profit is to create loyal customers, convert them into ambassadors, and then empower these ambassadors to share their experience with others. However, according to a research of more than 500 U.S.-based organizations, 60% percent of them have an average or worse customer experience.

One article implies that creation of value is denoted as the primary aim of any business entity (Value Creation, n.d.). With that being said, creating value for customers helps sell products and services, while creating value for shareholders, in the form of increases in stock price, insures the future availability of investment capital to fund operations. From a finance perspective, value is said to be created when a business earns revenue or a return on capital that exceeds expenses or the cost of capital. In health care industry, patient satisfaction is one of the simplest; least complicated but often overlooked aspects of practicing good customer service skills (Walker, & Mullins, 2014). Thus, health care should be provided with the

Walt Disney transformed a small private company into a blooming public company surrounded by success. The case study presents his strategic process of success starting from the ground-potential he encompassed as a young boy. Today, Disney is still a famous company seen throughout everyday life in a wide variety of presentations. Disney is represented through movies, short films, cartoons, television networks, theme parks, hotels, and characters. In accordance to the case study, the most important quote obtained from Disney is “you’re dead if you aim only for kids. Adults are only kids grown up, anyway” (3). Through this quote, Walt set the success for Disney as aimed towards families, creating a fun environment and opportunity for pre-teens and adults to forever enjoy.

Staffing: In a service-oriented business such as Disney with very exacting customer service standards, proper staffing is crucial to an organization�s success. In spite of the importance of having a top-notch workforce, many considerations crucial to developing that effective workforce were overlooked at Euro Disney. Staffing shortages created a negative cycle in which extra workloads on employees resulted in increased turnover, which in turn hurt Disney�s ability to retain and develop its employees. Poor union relations caused by reactions to Disney�s exacting requirements for dress and appearance, such as a ban on facial hair and colored stockings, as well as to Disney�s high standards of customer service, further hurt their ability to attract employees.

Walt Disney, the man behind the name, envisioned on building a corporate image of exceeding customer expectations for decades to come, which in turn has resulted in the organisation focusing on two main customer service element strategies, Disney’s Four Keys and Disney’s Seven Service Points, generated from the Quality Service Compass (The Walt Disney Company and Affiliated Companies – Parks and Resorts Press, 2013). Ensuring these two strategies are correctly implemented and followed by all cast members is crucial in creating magical experiences for guests. Firstly, to understand these strategies and correctly analyse them it is important to understand that customer experience is a compilation of interactions and perceptions between a person and a company, as perceived by the conscious and subconscious of a customer, with the blend of rational organisational performance, stimulated senses and evoked emotions, both which are measured across all moments of contact against customer expectations (Shaw, Dibeehi & Walden, 2010). Therefore, it is crucial that the organisation takes a customer-centred approach of quality service as the number one driving force for business operations (Omachonu, Ross & Swift, 2004). Disney focuses to go above and beyond to exceed these standards and expectations with their two previously mentioned strategies (The Walt Disney Company and Affiliated Companies – Parks and Resorts Press, 2013), however, it is important to analyse whether the strategies

Customer Service – “Customer service is not just about how you handle a transaction it’s about a relationship with people who are an essential part of everything you do” (Woods, 1998). That’s why our commitment to the patient needs is really important to us, we respond immediately to anticipate the needs, resolving the problems and delivering customer focused solutions.