Improving the Guest Experience at the Walt Disney World Resort

It’s no doubt that creating a family oriented theme park based on popular, beloved cartoon characters and imagination was a good idea. From Cinderella’s castle to the famous Main Street, U.S.A, there’s something extraordinary lying around every corner. Walt Disney World, other wise known as “the happiest place on earth”, or the place “where dreams come true”, was founded by a man with a dream of creating a place where children and parents could spend time together while making amazing memories. However, this extravagant amusement park is only one of the major accomplishments of Walt Disney.

The Walt Disney believes diversity helps to bring creativities, innovation, cost-effective and quality work within the company and achieve its goals. When the company’s product, entertainment, and, attraction put out of the market that meets the need of the diverse global costumers, fans, and viewers. The Walt Disney has uniquely reflected the diversity of the consumers, audiences, and fans through their products. The company has focused on diversity of “workforce, inclusion, and opportunities within the workplace, and leveraging global diversity to grow the company and engage diverse communities” (PDF)

Walt Disney was a visionary and transformational leader that used Inspirational Motivation and Intellectual Stimulation and an easy to follow vision that inspired his people to achieve their shared dream of providing the best family entertainment possible. Walt Disney’s vision was clear, simple, and easy to follow. Dream, Believe, Dare, Do. (Capodagli & Jackson, 2007). He spoke so passionately about his dreams that others around him couldn’t help but

Disneyland was Walt Disney’s dream of a theme park that would be, in his words, “The Happiest Place on Earth”. Walt understood too well that the people that were hired would need to be taught how to create that elusive atmosphere. He called on Van France to assist him in creating what has become a world renowned training program. This program taught their employees, or “cast members”, to achieve the ultimate result, a “good show”.

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.

The diagnostic model I have chosen to discuss to analyze Disney and several of the companies acquired throughout the years such as Pixar, Marvel, and LucasFilm’s LTD for this assignment is the 7-S Framework model. I will also briefly discuss the many changes that Disney has implemented to improve the customer viewing as well as interactive experiences at their many new, current theme parks, and vacation destinations throughout the world. The 7-S model developed by McKinsey and Company consultants Robert Waterman Jr., Tom Peters, and Julien Phillips (Palmer, Dunford, Akin, 2009). The 7-S model may be used

Disney Point #1 - In order to delight your customers, you must put your employees first!

While making animated films projected at youth and at others who Disney hoped to infuse innocence into, being the entrepreneur he was, he also had to keep in mind the business of his company. Disney wanted to promote the carelessness of being young, and desired to show even adults that they, too, could be happy and relaxed. Being able to do so and keep audiences of all ages interested enough to save his company from bankruptcy is indeed a challenge. Nevertheless, Disney was able to generate films that people of many different generations to enjoy, and all the while become extremely successful.

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.”

Disney is one of the most successful and largest companies in the world. They have their hand in nearly every form of entertainment as well as media, and broadcasting. Disney is best known for their animated films, unique cartoon characters, catchy musicals, and fairy tales that most of us were first introduced to as children. They are one of the few entertainment companies in the World whose primary demographic is children and teens. Nearly everybody is familiar with the Disney name and its brand, and its realistic to suggest that nearly everybody has experienced a Disney film and animated character at some point in their lives; which may have helped to influence them or their behaviors or even their

The Disney theme park is an organization that focuses on customer satisfaction. The management style at the Disney theme park is very diverse and non-traditional. All employees from janitors to performers are called “cast members.” Managers at the Disney theme park focus on the role of employees in service delivery. Employees are broadly trained in communication, quality awareness, and customer service. Employees at the Disney theme park have regular team meetings for effectiveness evaluations. Disney theme park employees are additionally made

The Walt Disney Studio’s Diversity Mission Statement is “To create an inclusive environment that is open to all perspectives, allowing us to tell compelling stories in film, animation and music that visually and emotionally reflect our audience worldwide.” “The Walt Disney Studios maintains that the only existing boundaries are those of talent, ambition, imagination and innovation.” (Moore, 2007)

In this paper, we will explore the magical experience of Walt Disney Company through the structure and symbolic frames based on the Bolman and Deal?s individual lens. The structural frame focuses on the architecture of an organization and other features like: rules, regulations, goals, policies, roles, tasks, job designs, job descriptions, technology, chain of command, vertical and horizontal coordinating mechanisms, assessment and reward systems, and many more (Bolman, L., & Deal, T. 2013). The symbolic frame focuses on the culture, meaning, metaphor, ritual, ceremony, stories, heroes and inspiration of the organization (Bolman, L., & Deal, T. 2013). On this analysis I will also explain the organization?s strengths, weaknesses, opportunities and threats that impact the leadership, partners, employees and community internally and externally.

“Dave Sinclair vice-president of human resources at Blue Mountain Resorts, on December 2, 1999, was looking at his service quality program by introducing three new proposals to the company executive team on Monday December 5th” (Analysis of the Case, Campbell). “Blue Mountain had been using the service quality program for the past nine years, and has improved their service rated by the customers every year. The three proposals that Dave is reviewing are ways to enhance the customers experience at Blue Mountain Resorts by making it easier to navigate and reduce stress” (the BMR official cites). As Dave analyzed the three proposals he saw that they were a very logical continuation of the service quality program that he

The Disney Company has played an iconic role in the American tourism and the evolution of digital media over the years. Its continued success and longevity are a concrete testament of the organization’s solid leadership, innovative growth and vision. Disney’s past and present leaders have made substantial impact on the company’s culture, direction, successes and shortcomings. This case analysis will focus on Michael Eisner and Rob Iger, the two most recent Chief Executive Officers of Disney, and their contribution and management approach to building sustainable business relationships, resolving conflicts and working towards the best interest of the organization. Also, our