Improving Customer Service At Walt Disney Studios

WalMart's (NYSE:WMT) expertise in discount retailing is globally recognized, as is their supply chain and extensive logistics capabilities. What differentiates WalMart from the many other discount retailers is their extensive reliance on buyer personas or representations of their customers. All aspects of the WalMart value chain are predicated on serving their customers as cost-effectively and efficiently as possible. WalMart has also created an extensive information systems network that includes satellite uploads of data on a daily basis from their thousands of retail locations to their Bentonville, Arkansas headquarters (WalMart Investor Relations, 2013). The intent of this analysis is to evaluate the mission, vision and strategy of WalMart from the perspective of improving its customer service while also taking into account its financial position. To accomplish this, objectives are provided, combined with performance measures and expected levels of performance as well. All of these factors taken together provide senior management at WalMart with insights into how they can profitably improve customer service.

Since the grand opening in 1971, Walt Disney World has continuously brought dreams to life. Walter Elias Disney and his brother Roy Oliver Disney cofounded Walt Disney World in hopes of encouraging imagination among all attendees. The park continues to grow and excite visitors from all over the world. Many people deem Walt Disney World as one of the best theme parks to exist. To make this evaluation one must consider the qualities successful theme parks possess. These include entertainment for all age groups, flexible options for health needs, advanced technology, and alluring themes. While Walt Disney World may be busy, it exhibits all the necessities of an excellent theme park.

Within every organization there is some type of conflict, whether the conflict is personal, organizational or emotional. But the key is to manage the conflict so as to not hinder the profitability, functionality or public image of the company so that it is viable competitively. In the case of the Walt Disney Company, although the company had conflict within the organization, this did not hinder its competitiveness. The company still was able to compete, even with the public knowledge of its conflict with the company’s owner Michael Eisner. What is important to understand about conflict is that there are several types of conflict, there are different

In order for Disney to remain a dominate player within all of its markets, the company must focus on key aspects of its internal environment. Disney must concentrate on aspects such as core competencies, corporate governance, and synergies to assist in forming a sustainable competitive advantage.

Strategic Planning is the process of developing and maintaining a strategic fit between the organizations goals and capabilities as well as emerging market conditions and opportunities. Disney's primary strategic objective is to product high-quality content through their entire product mix. The company also had a record financial performance in 2010 led by the Disney movie studio last year was the first in history to make two film that crossed the billion-dollar mark at the global box office Toy Story 3 and Disney's Alice in Wonderland. Another strategic objective that Disney has set is the goal to make experiences more memorable and accessible through innovative technology. The final strategic objective that Disney has focused on is international expansion.

According to Robert Iger, CEO of The Walt Disney Company, Disney’s corporate strategy for diversification is a combination of three objectives that are to be achieved through the fundamental alignment of the Company’s core business units. The three objectives to be achieved by The Walt Disney Company are (1) creating high-quality family content, (2) exploiting technological innovations to make entertainment experiences more memorable, and (3) expanding internationally. The Walt Disney Company’s three objectives that make up the Company’s corporate strategy are to be achieved through each of the Company’s core business units that are split up in to five divisions (1) media networks, (2) parks and resorts, (3) studio entertainment, (4) consumer product, and (5) interactive media.

They use and apply big data through various departments or their organization in order to ensure that they continue to give the highest quality of customer service. Big data is also used by

The Brand of Disney is our major distinctive competency. With our assortment of characters, primarily our star Mickey Mouse, we are known worldwide through various sources which provides us a competitive advantage. Disney theme parks are reinforced by Disney TV programs, merchandise and movies. The company has unique ability to consistently produce entertainment in various mediums while keeping cost fairly low.

Disney has become a marketing goliath and the #1 entertainment company in the US. They have been able to develop a creativity-driven philosophy that over time was tempered by financial responsibility and that benefitted from powerful synergies between its divisions. From the very beginning, Disney has been synonymous with innovation within the children’s entertainment industry, from their introduction of animations with synchronized audio, full-length animated feature films and then later into theme parks and on-ice and Broadway shows. One important element of Disney’s success was the extent to which they integrated and expanded into different

In the last decades, the number of major corporations that manage to control media has decreased significantly, resulting in a high concentration of ownership. In 2011, only six media companies were responsible for 90% of the things we saw and heard on a daily basis compared to fifty companies in 1983 (Lutz, 2012). The Walt Disney Company is one of them. In this report, we will take a look at how the Company has succeeded in growing into the media corporation it is today.

Question 4: Assess the implementation of Euro Disney’s service delivery system. What could company have done differently?

Hilton Hotels, one of the biggest worldwide corporations in the hospitality industry, adopted a Customer Really Matter (CRM) strategy to manage its diverse segments of hotels and to improve customer experience. The cornerstone of the CRM, the custom-built OnQ information system, built profiles of the guests, which could be used by the front desk employees and the reservations center to better serve the customers. The OnQ system did improved efficiency of call center operations, but the way of using it also reduced the flexibility of the customer service in the hotels. It could benefit or harm the service-profit chain depending on the specific situation. A few recommendations were made at the end of the case study to improve the system. In general, Hilton should implement big data analytics and give more control to the customers.

For my final paper I chose to discuss The Walt Disney Company. Since the Company is so large and made up of four primary business segments, I decided to focus on one particular segment: Parks and Resorts. This segment is composed of the theme parks, cruise-line, and vacation club resorts.

Known to be one of the largest producers of multi-media content, Walt Disney and Pixar greatly impacted the entertainment industry with the use of three-dimensional generated content. It quickly gained popularity with the release of its animated movies and especially got the attention of children from their sequels. With the growing popularity, the competition in the media industry began to increase. Disney was then faced with a difficult decision regarding its relationship with Pixar on whether they should acquire or not acquire the company.

The Walt Disney Company is one of the largest media and entertainment corporations in the world. Disney is able to create sustainable profits due to its heterogeneity, inimitability, co-specialization and immense foresight. During the late twentieth century, Michael Eisner founded and gave a rebirth to Walt Disney Company. Eisner revitalize TV and movies, Themes Park and new businesses. Eisner's takeover for fifteen years had climbed the revenues and net earnings of the company. It also successfully uses synergy to create value across its many business units. After its founder Walter Disney's death, the company started to lose its ground and performance declined. Michael Eisner became CEO