December 2000

Disney World is the Featured Attraction for January’s Service Excellence Telephone Forum

How does Walt Disney World Resort in Orlando, Fla. – the top vacation destination in the world – train, motivate and retain employees at "the happiest place on earth?" And, how does the Disney experience compare with that of a hospital stay? A transfer of best practice service culture learning from Disney to health care will take place during the next Service Excellence Best Practice Phone Forum, to be held January 22, 24 and 25, 2001. Jake Poore, senior sales consultant for the health care industry at the Disney Institute in Orlando will be the guest speaker. He will be joined by Brian Wong, MD, national director of healthcare strategy with the consulting firm Arthur Andersen. Arthur Andersen has partnered with Disney to create a customized offering for health care professionals, which stresses that intangible assets such as business processes, employees and customers can increase the total worth of an organization. During the one-hour forum, the speakers will discuss a variety of service excellence topics, including how Disney:
  • Asks employees, called "cast members," to rally around Disney’s service theme.
  • Supports, recognizes and rewards cast members who live Disney’s four service standards.
  • Hires only "service fanatics" through finely tuned pre-employment education and screening.