O jeito Disney de Encantar os Clientes - AUDIOBOOK COMPLETO

And let's start with the introduction then Walt Disney cultivated the talents of his cast and inspired them with his vision to create unparalleled entertainment experiences he knew instinctively that the its long-term success depends on the ability to motivate people one day at a time and one innovation per month 2001 not only celebrated the 100th anniversary of Hall's birth but also marked Another important anniversary for Walt Disney Company is the 15 years of provision of professional development approach Disney for organizations around the world , tens of thousands of( 16)professionals from virtually all sectors have visited Disney

subscribers over the years to learn about the business behind the magic they discovered that Disney's programsDisney institutes do much more than provide a great opportunity for learning they also inspire participants to look at themselves their Organizations and the world in a light completely( 27) And since the beginning, education has been a distinctive feature of our company, it was Disney. There is a great deal of entertainment in the same way as conversely in all good entertainment there is always a seed of Wisdom humanity or enlightenment this philosophy is deeply embedded in every programming since tom piercings

and Bobby Sherman presented the Profile of the wal Disney World Resort in the revolutionary business book has been the 1984 crisis and in the videowhich followed corporate eyes turned more and more to Disney World Resort as a reference for best business practices to facilitate the process of benchmarking approach they say for people management was created in 1986 But the corporate hunger for more information about Disney's success factors Not to be satiated by just one program over the years others were created to cover Disney's approaches to quality services creativity and innovation leadership fidelity and excellence in

the supply chain Disney's instituting has a significant presence in the world today of training for their ability to speak the language of leaders from different sectors and personalize content in programs that uniquely connect Participants withindividual factors such as inheritance personal values ​​and guests despite the trends for the work environment come and go, companies have always needed to find new and creative ways to capitalize on the intelligence the passion EA creative energy of your work force And that's what the Disney incentive in this book is about in Action we provide a rehearsal view for the principles

of meeting quality in Practice both at disneyworld according to the point of view of cast members and in other organizations As executives who participated in Disney institute programs, the Walt Disney foundations for success are still current for success are Develop the best product you can frompeople effective training to sustain exceptional service Learn from your experiences and you will succeed Will never stop growing and believing We hope this book instigates new levels of performance productivity and pride in your organization by sharing part of what makes our company a legendary success over the years This book is

just a glimpse of how we all do magic the days at ao Disney World Resort we invite you to come and experience for yourself our problems thank you to our Publisher Disney editions o and left Com for being the strength guiding the transformation of this project into a reality even of who and in the elaboration of our history to our clients for sharing their stories with readers And above everythingthanks to the many thousands of disneyworld cast members for their efforts continue to make a difference with guests and each other all says chapter one service in

style Disney Kelvin baby started to suspect that her boss had a screw Loose we drove 15 or 30 km And we arrived at a horrible devastated place he remembers water plants in the woods alligators he I must have gone crazy I thought we're in the middle of nowhere with water up to the knee or else I didn't want that terrain for free it was the mid-years 1960 corporate pilot Kelvin bailKelvin baby was beginning to suspect that his boss had a screw loose we drove 15 or 30 km And we arrived at a horrible devastated place

he remembers water plant in the woods alligators he must have gone crazy i thought We're in the middle of nowhere with water up to the knee or else i didn't want that terrain it wasn't even it was mid-year 1960 corporate pilot Kelvin bailKelvin baby was beginning to suspect that his boss had a screw loose we drove 15 or 30 km And we arrived at a horrible devastated place he remembers water plant in the woods alligators he must have gone crazy i thought we're in the middle of nowhere with water up to the knee or else

i didn't want that terrain it wasn't even it was mid-year 1960 corporate pilot Kelvin bailand was with Walt Disney in the Woods of Florida Central Southwest of Orlando where he gave audios in the field he was negotiating the purchase of 12 thousand hectares or 121 km squares is a sequenced as Disney Worlds despite not having lived to see the park built for Disney had no problems viewing it in the middle of the forest they indicated less Freire affects Selene and other non-existing areas for the pilot completely dumbfounded, but not even this master of creativity could

have foreseen what would become the largest theme park complex in the world or even the growth of the company that like him liked to remind people began with a UOL mouse Without a doubt was capable of big dreams under his direction Disney Studios become the leader worldwide inanimations the first theme park Disneyland was the realization of the Personal vision of the wall-and he was the one who made with the Disney brand being synonymous with the best family entertainment But the same these achievements were simply the basis for the company's future success the mouse The Wall

would say the roar of audios in Company is the justifiably characterizes Michael eisner former Chairman of the Board that ( 158)businesses that media networks entertainment studios theme parks and resorts internet consumer products in addition to direct marketing as informed shareholders ofDisney the company has seven theme parks and four others under construction 27 hotels and 36888 rooms two cruise ships 728 stores a radio and television network ten TV stations 9 channels international 42 radio stations one internet portal five major sites and participation in nine cable networks in the United States. 173) animations There are 165 movies

and 1252 animated episodes and 6.505 Live-Action Episodes With TV Authors Disney Assets Produce An Enviable Return On Investment Corporate Revenue Growth Achieving An Average Of 16 Percent Annual since 1945 and over the past 15 years Disney shares had a compound annual return of 24 percent in the accounting year of 1999. of 6.1 billion dollars were generated by the theme parks in 1996 Disney's theme parks in ever growing growth had already been visited by more than 1,2 billion people in 1997 Disney already had six of them occupying the top six in terms of visitation Worldwide a

great effect on the good sector thanks to the inside and the vision from its Creator Walt Disney World Resort in Orlando Florida is the largest of them all the complex as a whole has four theme parks three water parks 27 hotels including hotels )owned by other companies with more than 25,000 rooms and nearly 300 restaurants and cafeterias And it also includes the delta is a Disney an entertainment and shopping district the Disney institute Educational arm of the complex and even a wedding pavilion the in the Pavilion where thousands of ceremonies have been performed since 1991

is a reasonably sized city located in an areawith approximately twice the size of Manhattan Wall Disney World is the largest Employer at a single location in the United States and operates every day of the week year round and operated by a work force of more than 55,000 cast members as Disney calls them just to get an idea of ​​the scale think that half a dozen doctors work at at disneyworld dedicated exclusively for guests this city can have hundreds of thousands of people in a full day the cast entertains and serves million guests yes that's how

Disney calls all customers years What is the energy that moves this city magic magic practical magic is not a word often used in the corporate world it is not listed in balance sheets although it is ) possible to saythat accounting intangibles like reputation include magic Your accounting personnel probably do not measure the return on the investment of magic or amortize the magic over a 30-year period yet )Magic is a common word in executive circles at The Walt Disney Company the magic of vacationing at Disney says Michael eisner is for me the magic of quality Good

morning of innovation the magic of beauty the magic of family gatherings the magic of our cast members all these things kind of mix together Only( 245)because it's not possible to assign a quantifiable value to magic doesn't mean that it doesn't play a powerful role in Disney in other companies around the world in fact it's easy to see the effects Of the magic in business particularly in a place like Disney World it is enough to watch the guests the child who sees Mickey for the first time in lifesize and in person the teenager who )has just

come out of The Twilight Zone Tower of 's three-story freefall or parents returning to the hotel after a long day find a teddy puff teddy bear with cookies and milkwaiting patiently in bed for their children each of these is a magical moment in which the bond between the customer and the company is forged and strengthened each one contributes with another small increase the index more than seventy percent customer retention rate of to disneyworld Think for a moment of a magic show for the audience the presentation evokes feelings of amazing surprise most people people have no

idea how the magician creates the effects that are shown on the stage not knowing how an illusion is created and simply enjoying the show is a big part of the fun( 276)the magician's perspective is different from the magician's the show is a highly practical task a series of repeated steps designed to create a fixed anddelight the audience the same thing happens at disneyworld and in all other companies that create magical experiences for the customer the happy surprise that a well served customer feels is the result a lot commitment by the company and its employees for

the customer Magic is a source of enchantment and bringing to the company and its employees is a most practical question to Disney really unveiled the practical magic not that we can reproduce it perfectly every time but we come very very close explains Michael eisner you can go anywhere in the world and )see this in Action visit an Animal Kingdom in Lake Buena Vista or take one of our cruises to the island of Disney A gastric If you look at people's faces you will see that Disney still knowshow to enchant people get them out of their

stressful or busy lives and lead them through experiences filled with enchantment excitement for years Disney cast members have talked about spreading may fairy in order to create magical experiences for your guests but it is not Possible to identify fairy dust as An individual item in any Disney expense report fairy dust it is a spectacle that was created that unfolds in the disneyworld from the moment when guests arrive until the leave to return home in this book As in the opening sequence of The wonderful world of Disney that so many of us watch on TV on

Sunday nights We'll pull the curtains and Take a look at the practical magic of Disney Explore the business behindI did not act as the company managed to transform itself into a benchmark of excellence for the magical service which Really are the main ingredients of fairy powder and most importantly how to create your( 327) own brand of magic practice magic in your organization Most likely you don't work in a theme park like ao disneyworld maybe your company Produce parties for aircraft or sell software online again not even part of the world of Business you can work

in a school a hospital or a governmental entity Possibly at first sight the magic of Disney doesn't seem to suit your business so maybe it's time to expand your horizons disney institute facilitators use a simple exercise to helpthe invited in this case to hundreds of thousands of people from more than 35 countries and 40 markets that come to Disney and it felt very much to know about the business because the magic to understand as Disney is actually similar to their companies and institutions they ask the classes What are the challenges that their organizations are facing?

answers are usually quick and incisive greater competition difficulties with workforce learning to establish partnerships more effectively customer satisfaction and so on is a well-known listand institutions they ask the classes What are the challenges that their organizations are facing? building partnerships more effectively customer satisfaction and so on is a known listand institutions they ask the classes What are the challenges that their organizations are facing? building partnerships more effectively customer satisfaction and so on is a known listDisney counterfeiters respond faces the exact same challenges success generates competition And competition as fierce as ever the theme park business

a rival has invested more than 1 billion for Dollars in a park only 15 km from Walt Disney World and competition is not restricted to theme parks when Run a harley-davidson went to fire and suggested that the the company was a competitor of Disney since They both use the surplus income of consumers o disneyworld employs 55 thousand people in the Orlando area they work on ten agreements collective bargaining with 32 unions and 1.500 different classes of employment all are expected to commit to the need to provide guests with an ever-increasing diversity of experiences led him

to disneyworld to bring new partners to its properties the disaster to maintain Disney standards and restaurants and hotels that are not owned by the company and make the transition between companies imperceptible for )combined at last the classic Enigma of customer service retention requires your satisfaction but customer satisfaction is a constantly moving target consumers in general are more demanding more than ever. And in addition to delight guests who return to disneyworld it is necessary to raise service standards at every visit You have more in common witha Disney than just business challenges on the visible elements of

our organizations We are all focused on the same goal to serve well people who buy our products and services It doesn't matter whether you call it collaborating customers or patients we must all satisfy our guests or risk losing them to even the organizations traditionally known as product companies realized that they are also in the business of services, every business has processes based on service we receive orders, we create products that adapt to specific needs and we deliver them according to the instructions( 413)of the customer We all have customers and everyone needs to know how to

create the magic of service in the end, however strange it may seemthese days we are all on the Business floor in his book published by Harvard Business School press the business spectacle be just fine to and James guilmor suggest that we witness death from the industrial economy that focused solely on the efficient production of goods and we also passed through the audio of the service economy that incorporated aggregates of services to products to make them more ) attractive to customers now, according to the authors , we are entering a new era of competition that they

call the experience economy. new era Customers want memorable experiences and companies must become fathers and humor directors make a point of describingthe ephemeral nature of the experiences in however Although the work of the experience director ends after the show, the value of the experience remains in the memory and of any person involved in the event the authors write italics are theirs the concept looks a lot like practical magic they Use Disney as an example of a notable In Senator experiences most most parents they Bringing does not take the children to Disney World just for the

event itself But to make the shared experience part of family conversations for months and even years later it is easy to imagine the action Disney feeling it in agreement with these ideas as We'll see in detail later when the Audi plunged into the creation of Disneyland in early 1950 it focusedtotally in the guest's experience, in fact, the very idea of Disneyland was born during Sunday rides to amusement parks that he did with his two daughters at that time the parks ) entertainment did not have the best of reputations and were often dirty and in a

poor state of conservation the end expected the daughters to have fun with the toys the successful entertainer started to observing the other Customers and how they reacted to parks he wondered how this experience could be improved. home Disneyland and all the company's theme parks were intensely focused.Sunday trips to amusement parks that he used to do with his two daughters at that time. conservation the tip expected the daughters to have fun on the toys. )experience could be improved response The Wall Was to create a new type of amusement part And from the beginning Disneyland and all

the company's theme parks were intensely focSunday trips to amusement parks that he used to do with his two daughters at that time. conservation the tip expected the daughters to have fun on the toys. )experience could be improved response The Wall Was to create a new type of amusement part And from the beginning Disneyland and all the company's theme parks were intensely focconservation The tip expected the daughters to have fun on the toys. )experience could be improved response The Wall Was to create a new type of amusement part And from the beginning Disneyland and all the

company's theme parks were intensely focconservation the tip expected the daughters to have fun on the toys. )experience could be improved response The Wall Was to create a new type of amusement part And from the beginning Disneyland and all the company's theme parks were intensely foced in the combined experience by talking with Disney cast members about the parks your turn of films books films in which the guests themselves participate as if the phrase dispense without need for further explanation UOL itself simply said that Disneyland is a spectacle definition of practical magic Disney's theme parks and its

numerous cast members make a clear distinction between stage and backstage In Disney's parlance the cast members are onstage whenever present in the public areas of parks and in front of guests they stages when they are not seen by guests in the various areas of the park where the Daily work of operating a city dedicated to entertainment and practical magic is carried out.it also has stage and backstage components in the case the stage component of the spell Practice is the reaction it produces in guests when everything occurs in a continuous performance seemingly without )effort The behind-the-scenes

component is consisting of the details that create practical magic it includes all operations that result in stage magic we will spend most of this book exploring the component behind the scenes an indefinitely repeating process that Disney calls quality service cycle further extending the metaphor of theater, we can think of practical magic with the artistic name of the cycle of quality care the name with less sequins for the work that Produce magic before we explore elements of this cycle aswork we must make it clear what Disney means when it talks about quality care fortunately this is

a definition free from jargon and easy to understand quality means Exceeding guests' expectations and paying attention to detail if that setting them the air less than amazing Think about how you feel when discover what a magic trick is done suddenly everything looks very simple in the same way as a magic show there is no Mystic Witchcraft behind Disney's success and anyone one can learn to adapt the formula of company for practical magic the challenge is to put into practice the two requirements of the definition of quality care. which is much more difficult to do than

say the wow factor'in addition to family and friends each guest brings something more to disneyworld expectations and often very high expectations to delight or to borrow a word from Tom Peters Found the ao means not only satisfying the preconceived notions of what Disney vacations should be should be like, but also super wings in the same way you must first satisfy then exceed expectations( 550)of your customers if you want to develop a reputation for quality service many companies Delight your customers occasionally someone does much more than expected solves a problem and conquers immense a customer's gratitude

Maybe this employee wins a special place in the parking for a month or a pizza voucher the story will be toldand Recounted maybe even included in corporate folklore But then everything is back to routine That's not enough today at All Disney World Resort. )if you look closely at the Resort you will see how this works daily on a multitude of occasions is something that transpires in the arrangement of the rocks of a restaurant not just indicate the way when you are lost but also leave the station to take you to your destination something noticed at

the end of a shopping day in Downtown Disney when the cashier gives up( 575) to find out who you are this will stay at the Resort then recommends the free boat back to the hotel and offers the map to get to the docks in the Disney institute programs the facilitators do not( 580)ifthey surprise when they hear guests tell stories like these every morning. 586) of the work of exceeding the guest's expectations , it implies giving a lot and to each aspect of the guest's experience means analyzing this experience from the point of view of the

guest to know the your needs and desires and use all the elements of the Design business of each element of the infrastructure interactionguest's expectations it implies giving a lot and to each aspect of the guest's experience means analyzing this experience from the point of view of the guest to know their needs and desires and use( 592) all elements of the Design business of each element of the infrastructure the interactionguest's expectations it implies giving a lot and to each aspect of the guest's experience means analyzing this experience from the point of view of the guest to

know their needs and desires and use( 592) all elements of the Design business of each element of the infrastructure the interactionthe between combined cast to create an exceptional experience for each of them how to hit your head in light bulb Disney as a whole is obsessed with attention to detail founder Walt Disney was famous for that and he made sure everyone did the same the seeds of the company's obsession were Planted during the early years of Disney when the only business was the production of animated films animation is a rigorous art 24 frames per second

each a static image of a small moment and must come together to create a story the world designed and populated by characters the ability to mobilize the mind and emotions of the audience is the pending the depth and uniformity of the animator's vision not the famous actor to carry the weight no scenario NaturalSpectacular from above led to attention to detail inherent to the art of the animator of all Enterprises of his company and this tradition is maintained to this day, it is transmitted by the motto hitting the head in the light bulb a story that

has marked Sniper likes to tell the expression hitting the head in the light bulb was born during shooting a trap for Roger Rabbit download Disney Pictures o film was an innovative mix of Filming with actors and Animation in the scene the main character Bob hoskins hits his head on a lamp hanging from the ceiling the lamp swings from side to side to the other movement accompanied by its shadow during production the lamp and shadow appeared in the film in the same way as they would appear in the real world But what happened when theathe web

radio was added the scene that's right no shadows passed over the face of our spirit the hero most Spectators wouldn't notice the difference and the scene certainly could have been shots in which Ross hit us with the head in the lamp but the animators made sure that the shading of Roger Rabbit's body included accuracy The Shadow and provoked movement( 645) through the lamp in the 24 frames of each second of the scene they paid attention to details and exceeded expectations in their commitment to a quality experience for the guest we started with a concept Strong

in the case history we hired the best people to make it happen and we hit the lamp with our head this Inner attention to detail at ao disneyworld has thethe same level of intensity you will have at the doors of the rooms of the hotel that have two magic eyes a normal height and those at the height of a child and also in the regular ranges of 8 meters between trash cans the Park's designers have found exactly the distance an average Person would carry garbage before throwing it on the ground. one area to another in

the magical realm you will find that the design changes to reflect the theme of each area exceeding the expectations of the combined and paying attention to detail are tasks inextricably intertwined with the manage the details Disney repeatedly exceeds the guest's expectations maybe they will never be consciously noticed guest attention is neverinterrupted by Something that should have been there but wasn't when the experience is uniform and at the switch and high quality guests return then arrive with even higher expectations which( 681), in turn, leads Disney to pay attention even for hours, all of this reinforces quality

service at Disney and can be applied to your organization exceed expectations and manage the )details are two actions you can take to create practical magic for your customers but they are not by themselves alone enough to boost the daily work with quality service we can simply instituting that all people in our companies should provoke the customers' action and hit their head on the light bulb but the results undoubtedly left something towish for a big chance that the most proactive employees will run away in Opposite directions implementing their own versions of these two jobs and the

others lag behind uncomfortably Until finally ask how exactly do you expect us to do this this question that is absolutely logical is answered with Disney's quality service cycle This is the process practiced throughout( 707)company and that generate quality care is the pro the production by which the practical magic is created basically the cicdo you expect us to do this this question, which is absolutely logical, is answered with the Disney quality service cycle This Is the process practiced by the entire company and which generates service of quality is the pro the production by which the practical

magic is created basically the cicdo you expect us to do this this question, which is absolutely logical, is answered with the Disney quality service cycle This is the process practiced by the entire company and which generates service of quality is the pro the production by which the practical magic is created basically the Cicit creates a shared vision for service and line the main elements that every organization has in common infrastructure and processes in a cohesive and comprehensive effort to realize this vision to most of this book is devoted to exploring how the cycle works and

how it is applied in Disney and a number of other commercial and institutional organizations that have used Disney as a source of ideas and concepts to create Your own service strategies presentation of the quality service cycle at the Institute the quality service cycle is composed of four elements main the theme of service standards of care service and integration systems the cycle can be seen as a continuous spiral withcustomers or guests in the center of the circle and the magic of service for Disney the cycle of service begins at the center of the circuit With the

needs, desires, perceptions and Emotions of guests to Disney calls the art AND science of knowing and understanding gastrology clients neologism derived from gas the word in English to invite the information provided by the logia manager make up the basis for movement through the circle and its help to define an Initial targeting And as new information is collected it is used to fine tune and improve cycle performance of quality care is centered on the theme of the care of an organization the theme of care is a simple statement that when sharedwith all employees becomes the driving

force of service at Disney this theme is to create happiness for people of all ages all over this part of the street as a cry of war she lines the actions of the cast members and establishes a basis for their behavior towards the guests for administration the topic of care becomes a guiding precept each( 761) decision must pass through its sieve an important administrative Fire Test is to determine whether a decision supports or not the issue of attendance the standards of attendance establishes the criteria for actions necessary to achieve the service theme and serve as

measures for quality service the disneyworld has four standards service in order of importancethey are They are safety courtesy, show and efficiency as we will see later they are classified if priority what guides more even clearly the actions of cast members and facilitates the decision-making in the parks each business must have a unique service theme and its own and in chapter 2 we will see how a service theme and service standards are created and used at Disney in a series of other organizations and we will discuss the basic tools and techniques of War theology defined our

theme and the standards of care we move to the service system(787 )of the quality service cycle all companies have in common three employee service systems scenario and process each of these themes is explored in turn in thechapter 3 4 and 5 the magic of the cast in the last decades organizations everywhere have come to realize that employees are their most important assets this is particularly true in ) quality service on many occasions the employees are on the Line face to face with customers and even when they are not in direct contact with customers, they control

the operation processes the understanding is carried out Disney theme parks measure the impact of the cast on the guest's experience for more than 40 years which is one of the most frequent reasons that lead to the invited to come back for another visit the cast defines nothing as Disney parks as visibly as the friendliness and commitment of our cast members throughoutof years and the appreciation guests feel By the way they are treated Michael Eisner writes this statement and the underlying results certainly pride iam or Disney After all a friendly cast accessible and helpful was an

important element of his vision for a new type of amusement park from the very beginning preparing the cast is an essential task that starts with presentation and outreach across the organization of a generic set of standards for appearance and behavior at Disney every new member I learnedimportant part of your vision for a new type of amusement park from the start preparing the cast is an essential task that starts with presenting and spreading out across the organization of an generic set of patterns of Appearance and behavior at Disney every new member I learnedimportant part of your

vision for a new type of amusement park from the start preparing the cast is an essential task that starts with presenting and spreading out across the organization of an generic set of patterns of appearance and behavior at Disney every new member I learnedthese introduction tips during the first hands-on experience at work the Disney traditions orientation program an aspect of this training you already know the language the words used to describe customers o work employees and so on also suggest how cast members are expected to bite their roles with disneyworld cast members in other organizations plays

a huge number of roles in this way a large part of the work of conveying to the cast the necessary information and tools must be conducted in practice this requires the creation of cultures of presentation specific to each place of work a culture of presentation is a set of behavior traits, terms and values ​​thatnew cast members are taught when they enter the workplace both the generic presentation tips that define behavior throughout the organization and the culture of being ) job-specific and specific place of work are used to develop the skills and talent of the cast

they also provide a reference for evaluation and scenario magic improvement in Disney's language the setting is wherever the customers are regardless this location is a store in the hospital the website or even a call center the the scenario that customers experience plays the critical role in their perception of meeting with the organization the importance of managing the effect of the scenario on the experience of theguest can be summarized in three words everything makes difference let's look at a brief example from Disney history Johnnie Red one of first Madness the guys who design and build all

parks(874 )disney thematic remembers watching Walt Disney's Refinement in In relation to the setting I was absolutely impressed Is a way old created a kind of transition and uninterrupted as a film, when passing from one area of ​​ Disneyland to another, he even insisted on changing the texture of the pavement At the threshold of each environment because, according to him, we obtain information about the Changing the environment with the soles of the feet at the Disney World Resort everything matters means that every detail from the doorknobs to the dining rooms conveys a message to theguests the

message being broadcast must be consistent with the theme and standards of attendance and must support and extend the show being created and the next time you visit the realm magician have fun paying attention to what your feet So when you walk from one subject area to another the scenario includes environment the objects in the environment and the procedures that lead to quality of the environment We will donate several Specific ways to work with the setting in the quality service cycle and how it can incorporate service standards guide the guest experience and how can use all

the senses of this combined the magic of processes? processes often encompass and use both the cast and the scenario includes the systemde most important service delivery in most organizations in ao disneyworld the service processes include leading guests through the check-in and check-in processes out in resort hotels and the reaction to emergencies such as medical problems and fires each process has combustion point These are the points At which even a very well adjusted process Can fail Especially when hundreds of thousands of guests force their ability instead of contributing to a positive customer experience begins to transform

A guest's pleasant day into a )bad day it is impossible to completely eliminate the combo points is but the goal is to prevent it from turning into Bursting points an example that disney facilitatorslike to using it involves a common problem in parking.Guests very often forget where to leave the car 8 or 10 hours before the start of a long day of fun in the areas are named the queues are numbered and the trams transporting guests to the entrance advertise these location indicators as a reminder but cars are unavoidable regularly lost instead of leaving guests helpless

without wandering around the site members of the parking lot have created a attendant resource.numbered and the Electric trams that transport guests to the entrance advertise these location indicators as a Reminder but cars are unavoidable regularly lost instead of leaving guests homeless without roaming the site members of the parking lot have created a service facility.numbered and the Electric trams that transport guests to the entrance advertise these location indicators as a reminder but cars are unavoidable regularly lost instead of leaving guests homeless without roaming the site members of the parking lot have created a service facility.ment how

the parking spaces are filled in order , the tram drivers began to make a simple list listing in which line they were working at a certain time in the morning the lists(951 ) are copied and distributed to parking lot cast members at the end of the day so that your guests I roughly remember the time arrived a cast member can misinform approximately Where parked Flash point located process settings as in the lost cars problem is one of the questions we will explore in more detail we will also analyze three other based questions in processes that

inject quality into the experience of the guest, communication between cast guest or how to ensure that the cast can solvethe problems of guest flow or what is The size of this queue and special attention service or how to deal with guests who cannot use a service process the magic of Integration the last element of the quality care cycle is integration integration simply means that each element of the cycle combines to create a complete operating system cast scenario and process merge in pursuit of theme and service standards and the result is an exceptionally high guest experience

that drives the success of all organizations known for Excellence in services, integration is a step-by-step logical process we will present an easily adaptable matrix as a guide to achieve thesuccessful integration the integration matrix not only serves as a combat plan to achieve quality care, it can also be used to identify imperfections in problem solving of service and compare the practices of other organizations including Disney A The Magic of Service in 1928 Mickey swept the box office like a hurricane and has since become a Global Icon Comic book mouse born from Imagination and the voice of

Walt Disney and artistic talent of will be working the first in a long lineage of masters animation and yet was not a star instant although Walt Disney offers the public the first cartoon with soundtrack he I can't find a distributor willing to take the mouse to thetheaters cinema It was an operator and promoter of cinema from New York named Harry reqte who finally offered a solution out these guys don't know what is good until the audience tell he said Mr. Hackenberg about the distributors and convinced him to go back to show Willie Steam in his

cinema for two weeks they were a blockbuster and Exactly as he had predicted ) distributors lined up to hire Disney and their mouse UOL learned an important lesson about the power of the Disney public when he wanted to launch the skeleton dance, the first of the innovator the series of animations if they suffer in 1929 the distributors rejected him once again This time they wanted more mice i come back went directly to the public EAacceptance again led to distribution agreements in 1948 when he found himself in difficulties to find support for the distribution of this

William the first Disney nature adventure film UOL turned to another time to the public to get help in which they needed and managed to follow a group of people in any important urban area of ​​the world and ask them about Disney they invariably associated with the man to the name of an animated character a movie or theme park He should be as famous for his achievements as a gastrologist despite being a master at knowing and understanding customers they Without a doubt never heard of concepts of service such as customer-focused proximity to the customer and customer-centered

even sowith its typical midwestern american straight-forward style the audio clearly understood that customers were the most important judges in endings is produced in your company not we seek to entertain critics it said I prefer to bet on the public but as all the best spends Tenants oauth usually did not take big risks he invariably collected the opinions of the company's customers and incorporated the advice received to adjust your ideas the famous actor Kurt Russell who spent his adolescence making movies for Disney was surprised bysaid I prefer to bet on the public but as all the

best spend Tenants oauth usually do not take big risks He invariably collected the opinions of the company's customers and incorporated the advice received to adjust your ideas the famous actor Kurt Russell who spent his adolescence making movies for Disney was surprised bysaid I prefer to bet on the public but as all the best spends Tenants oauth usually did not take big risks he invariably collected the opinions of the company's customers and incorporated the advice received to adjust your ideas the famous actor Kurt Russell who spent his adolescence making movies for Disney was surprised bythe attention

that the head of the studio paid him sometimes he went down to 7 I asked do you want to see part of the movie we are editing so ​​I watched a movie or parts of one movie with him and we talked about it and he asked me questions remember enjoy the interesting in go back looking back now is that he was exploring the mind of an Expansive boy from 13 years old and he asked what do you think about this and we exchanged ideas and opinions about it I think he wanted to find out how

a boy's mind worked the motivation The Wall to discover what is how a battle thought you Extended to Disneyland the next time you pass through the arched tunnels at the entrance of Disneyland and exit onto Man Street usa look left for the fireStation Fire Department located next to the citycol city hall the building is in in front of a square main square if you look at the facade you will see a lamp lit in one of the windows of the second walking the light is a tribute to Disney it lights up the small apartment he

used as his headquarters when overseeing the park's construction and its first days of operation ) window of that oauth apartment watched the guests of Disneyland while they experienced the first impressions of the Park despite the image The Wall waiting for the crowd from above may convey the idea that he was shy about personal encounters with the guests nothing could be further far from the truth they not only loved sharing the experience of theDisney I didn't used to walk regularly through park watching the reactions of guests Tony Baxter who ended up becoming a Senior Vice President

of Walt Disney imagineering and acted as Designer disneyland executive Paris had several positions at Disneyland in his teens and took his younger sister to the park she played while master worked one day his sister and a friend saw out in the park and followed him to the attraction, this mold the three took a boat ride through the attraction. the audio answered so you need to sing the song this time and the trio, two children and the leader of the empire Entrepreneur did the second tour together whensuggested that an administration building be built in Disneyland the

audio objected vehemently I do not want you to sit behind the Tables I want to see the light in Pará. 1126)people who are doing it by discovering how to make the place more pleasant for them when they found out that the staff was leaving the property to eat the audio was curious I stayed in the room with them people and for God's sake I don't go out to eat like you have done in the park and Listen to people the most impressive most impressive result of the vigorous doing Dewalt in knowing and understanding the people

customers is disneyworld's own in the late 1950s the audio was already planning A New Park in somewhere in the eastern United States but it wasn't without percent sureof that a Disneyland-style park would draw east coasters the 1964 New York World's Fair gave him the perfect opportunity to test its unrivaled brand of entertainment Using other people's money and the largest focus group ever gathered in one place the tens of millions of people who visited the exhibition in 1964 and 65 voltae recruited multiple sponsors EA w65 volte has recruited several EA w sponsors65 volte has recruited several

EA w sponsors175)journey of quality care the disneyworld funds for there astrology is applied in a large number of techniques Some of which your organization probably also uses surveys are carried out At the park gates at other access points specific listening posts are created as places dedicated to answering guests' questions solving problems and collecting information cards of comments are transmission of the opinions and observations of guests invited by the cast members spread across the Resort is an essential part of their work. Usage studies also contributes to the database(1193 )of gas theology of the Vau develops patterns

of use and visitation at the Resort Are analyzed and comparedthe guests seem to visit the Pirates of the Caribbean sooner or later how many guests use the transport system and hourly What are the occupancy rates in the various studies( 1201) as these are part of the program of quality service , everything we do is due to the combined effort the organization must be with you or you cannot do the job at( 1206) our organization respects each individual and we all have enormous respect for the public or Disney hidden shoppers shop to check the service at

the resort's various stores telephone surveys are( 1212) used to collect information from both random samples and from guests Recent letters and emails from guests are searched forof tips to improve care and focus groups are used to collect information for the future development and improvement of attractions and existing toys. training Disney institute made good use of focus groups in expanding its network of based beauty salons and blitz salons when an industry statistic identified girls between 10 and 16 years as the biggest consumers of cosmetics, Miss Barnett started to think about a beauty salon directed to this

niche the first thing she did was to get in touch( 1232) with the potential audience, I picked up the phone and asked her to go to my house to talk about it get in touch with girls in the region Bring theyour friends don't Bring the mothers remember the entrepreneur I worked with groups of 20 to 25 at a time I asked them to Tell me what they expected from a salon the type of music decoration logo It was amazing to see the ideas EA how their minds worked They ended up creating the logo and I

just took it to the Marketing people and said do it the result It was grits nxt( 1246)which became the third salon of the network the information developed with the techniques of Guerra logia are used of e of course it makes no sense to invest no cent in market research if the discoveries were stored in the drawer knowledge developed through the information collected from the guests should be used to create and improve all the elements of thecycle of quality service from the theme and the service standards to the smallest detail of the systems providing the service

service, the scenario and the process the main applications of the ) customer data is to establish a reference and other criteria for the development and implementation of a service strategy and create improvements and other adjustments to the existing service plan or to the Disneyworld uses guest opinions and suggestions for all these movies you don't build anything yourself you find out what people want and build for them or Disney them gastrology surveys should be carried out regularly for you and people change and the same applies to their expectations in a similar waydisneyworld guests have changed over

the years a survey conducted with guests in 1971 when the park was inaugurated is only useful today as a historical document demographic factors fundamentals of guests such as the size and composition of a group of average visitors as well as the attitude and expectations of guests have changed and will continue to change gastrology helps to monitor the event ) constantly evolving scenario of the guest and offers the information necessary to adjust the provision of the service and the reactions of theof guests as the size and composition of a group of average visitors as well as

the attitude and expectations of guests have changed and will continue to change gastrology helps to monitor the event scenario in constant evolution of the guest and offers the information necessary to adjust the provision of the service and the reactions of theof guests as the size and composition of a group of average visitors as well as the attitude and expectations of guests have changed and will continue to change gastrology helps to monitor the event scenario in constant evolution of the guest and offers the information necessary to adjust the provision of the service and the reactions of

thecustomers change in the short-term as well as the long-term guests who check out at the hotel after a week of fun They felt differently than those already at home receive credit card account five days later to create a magical experience of accurate waldisneyword customer service and how guests feel over a wide timeframe so it's crucial collect information at different times during the experience of a guest the guests interact on an average of 60 times with the cast during the stay each interaction can be a opportunity for a cast member learn more about the guests to

improve the show and develop a stronger bond between the audio and Rose and her guests we'll see howthis is done in the next chapter how to know and understand guests when we say that gastrology is the science of knowing and understanding customers as well we define the two main types of )information collected through Guest surveys and demographic and psychographic factors as we shall see Both are important demographic factors at Disney demographic information is seen as factual knowledge about the combined demographic factors largely describe the attributes of the group and often include quantitative data demographic information

reveals Who the customers are where they come from how much made an effort to get to the Resort and how much do they spend etc. Another valuable aspect of demographic factors is thatwhen you know who your guests are, you automatically know who your guests are not discovering who doesn't do business with you sometimes leads to huge changes in the strategy of the customer service especially If you find that you neglect a large group of potential customers, demographic factors help ensure that the cycle of quality care is correctly targeted this may seem elementary but it is

surprising to see How often do demographic factors open the eyes of the organization to basic realities of the market psychographic factors psychographic information is the data category of ) research with the customer who helps the ao disneyworld and the mental state of his guests the factorsand psychographic offers indications about what clients need and what they want what preconceived notions they bring with them and what emotions they experience in they say the Institute we categorize these indications as needs desires stereotypes and emotions and we think of them as the four main points of a compass the

gastrology compass developed The four points of the compass of the cytology guide means generating qualitative responses of the customers this is done with open questions asking for opinions and encouraging customers to say what they think responses result in a portrait of the guest's expectations that for their instead they become the reference measure for the work of overcoming these expectations we will analyze the elements of the compassfrom gastrology with the help of two examples o to disneyworld EA BMW Canada which sent but the staff of the retail center to training Disney institute was founded in 1986(

1380) as a subsidiary of BMW ag headquartered in Munich and operates a network of 32 car dealerships and 16 motorcycle dealerships in Canada, needs are the easiest point to identify from the compass of what guests need when they go to the to disneyworld vacation what they need when they go to a BMW dealership a car needs tend to be works usually correspond to products and services you offer but only provide an approximate view of the psychographic profile the desires are less evident they suggest theDeeper Purposes of a Customer Many disneyworld guests want more than a

simple vacation they too want Lasting Memories of a Fun-filled family experience o BMW customer may want the status a car gives the performance And as you start to discover desires the contours of the Consumer profile begins to take shape the stereotypes it's the preconceived notions that each customer has in their business or sector.BMW may want the status a car gives the performance And as you start to discover desires the contours of the Consumer profile starts to take shape the stereotypes are the preconceived notions that each customer has in their business or Sector guests arrive at

disneyworld hoping that the cast members will nBMW may want the status a car gives the performance And as you start to discover desires the contours of the Consumer profile starts to take shape the stereotypes are the preconceived notions that each customer has in their business or Sector guests arrive at disneyworld hoping that the cast members will nthe Park has the certain appearance in the same way at the BMW dealership customers expect the technicians to have a certain appearance as I know it identifies the stereotypes of the combined obtain )valuable indications of their expectations these indications

helped to define the details of the portrait of the guest. Finally, emotions are the feelings that customers experience in contact with your organization in the at disneyworld guests will likely have a wide variety of Emotions during a visit, some positives such as excitement of a ride on the extensive roller coaster Experience in audit in other negatives as the impatience with long lines at and The car buyers in have a Similar range of Emotions they can bebeing proud when driving a new car and feeling remorse when deducting the cost of the savings account identifying the volatile

emotional state of customers complete the profile by painting it with colors until the follow the table below presents several other examples of customer profiles elaborated in the gastrology process while it Analyzes Think about what your customers' profile would be like in ao Disneyworld the process of collecting and analyzing the necessary data to complete the Christology compass constitutes a great progress in identifying what guests expect when they visit the Resort this knowledge is used to satisfy and exceed guests' expectations in all elements of the quality service cycle to follow peoplehave a table and I'll try to

read for you which Disney World Resort What are the vacation needs drawing the happiness and lasting memories stereotypes Disney is for kids long lines Clean friendly Expensive and fun and Excitement Emotions enter Park Tired Feet at the end of the day excitement in the special without an insurance company What are the needs life insurance policy wishes Paz de spirit stereotypes you never get money back like a neighbor who is always around when you Need help takes forever to pay a claim and Emotions you don't he knows for sure if he is covered when an emergency

occurs and the gay saw it when he finds out he is covered car dealer What are theneeds car desires status freedom and reliability stereotypes used car salesman new car salesman and luxury car salesman thrills the excitement of buying a car and remorse several days after Buy the financial institution What needs bank account want financial security return on investment What are the stereotypes marble floors wool and cotton shirt terms hourly service at banks and long time waiting at tellers. 1488) power of the service theme my business makes people especially children happy of the audios orhalf a

century ago despite being a simple statement and straight at first glance this sentence Dewalt dives Into the Depths of Ethics in Dewalt Disney Company service This is the basis for your mission as a business it represents what the company means And why it exists this is the theme of service at The Walt Disney Company in 1955 while the Dewalt vision for the Disneyland that accomplished The theme was first highlighted as a way to introduce the first park employees to the essentials of Disney service and to guide them in their interactions with guests in the first

classes of Disney Universe Orientation the cast Learn What We Create Happiness There has been another change over the years buttoday the new cast members hear basically the same message they learn we create happiness and providing the best in entertainment for people of all ages everywhere a lot has been said( 1517) on organizational vision, mission and values in the last decade thinkers of management have identified these statements of organizational intention as unified forces highly effective in the environment work and showed in studies that companies with well-defined ideologies are successful in the long term.Organizational values In the

last decade management thinkers have identified these statements of organizational intent as highly effective forces in the work environment and have shown in studies that companies with well-defined ideologies are successful in the long term.Organizational values In the last decade management thinkers have identified these statements of organizational intent as highly effective forces in the work environment and have shown in studies that companies with well-defined ideologies are successful in the long term.azo of Collins and Jerry fuck authors of and to last called mission companies and found that they outperformed the overall stock market by a factor of 12

since 1925 leaders die products become obsolete markets change new technologies arise and management fads come and go but the essential ideology in an excellent company survives with as a source for guidance and inspiration they wrote in the Harvard Business review many organizations understood the message and quickly created statements about their purpose and values ​​they engraved them on boards and the( 1543) hung for all customers and employees to see in many cases the initiative ended there with a feeling meticulously selected to thewhich nobody gave much attention collies and fucking say this is because the Essential ideology

is the purpose and values ​​of an organization and is not something that can simply be stated instead it should reflect existing truths about a company or create new ideals and the company will attempt to materialize until they become inherent Truths in the same way as the essential purpose of companies as Johnson and Johnson 3mm Head Soccer the theme of Disney's service is successful because it is Deeply rooted in its heritage and services it tried throughout the daily operations business it is a live topic not just a sentence on a board and it satisfies three critical

needs clearly defines the purpose oforganization internally transmit a message and create an image for the organization the service theme of the world's find declares loud and clear a mission to create happiness as this version Is accomplished by providing the best entertainment and for whom people of all ages everywhere today in day entertainment at Disney means television movies books parks themed cruises etc but at the same time the theme creates a focus Of course you will probably never see a jet made by Disney or make a mortgage at Disney bank the theme of service define the

purpose of an organization it also communicates the Purpose for the entire organization to define a greater objective for each(1587 )of the 120 thousand people who work at The Walt Disney Company around the world and acts as a point of unity for every organization is something that everyonethe employees have in common and , regardless of the individual work , define the expectation that all helped to create happiness for the customer , finally, the theme of service lays the foundations for the public image of the company it shapes the combined what they can expect from the company

or better in entertainment is an explicit promise and a knife of two and if the expectations of the guests are satisfied or surpassed they were happy if not displeasure will be clear even if the words sound similar each organization creates its own theme unequaled service obviously the Walt Disney World theme of creating happiness can't just be adopted unlimited is key Create Your own service theme This isthe fundamental element of the cycle of quality care See what tom piercings and Born said about the topic in their revolutionary book, Winning the Crisis regardless of whether they are

or not so fanatical in their obsession with service so distressed IBM or Disney all excellent companies seem to have very powerful service themes that permeate institutions in fact one of )our most significant conclusions about the excellent companies here regardless of your business essential if it high metallurgy technology the hamburger all mirão as service companies the Government of the The United States spent most of the 90s in search of redefining itself as a service business and one of the principles is still in this process.fundamentals of the US government's initiative to Reinvent that they want to organize

public bodies as customer-centric performance-based organizations the first official performance-based organization was the structuring father left Scans SF SF to a financial assistance agency for students of the Ministry of Education to SF as a customer of Disney and processed more than 60 Million dollars in grants of study and credit student and thestudents from the Ministry of Education to SF a customer of Disney and processed more than 60 Million Dollars in scholarships and credit student and thestudents from the Ministry of Education to SF is a customer of Disney and processed more than 60 Million Dollars in scholarships

and credits student and theoccupational assistance every year if the service theme is simple and captivating, we help put the United States in school with this short phrase, SF goes back directly to your end customers the more than 9 million Americans that the entity helps complete higher education every year this is a critical focus because the agency does not always deal directly with the American families needing student credit instead instead he works with partners schools, banks and breeders who act as a customer delivery system End Student refocuses on( 1659)attention to students was what if or redwoods,

the leader of the reinvention initiative, meant when he said let's offer a service like they've never before have seen and amuse andIn doing this, it is worth noting that the first thing CFA did to learn how to better serve its customers was to turn to its own customers Mr. UFRGS set up a task force composed of line staff who conducted 200 sessions to listen to student parents and nationwide operating partnerships comments from more than 8,000 customers were collected and analyzed before the improvements to be decided What's cytology in practice another Disney institute client The small

is the largest food retailer in South Africa with a market share of 39 percent of the fiscal year of two thousand and more than 450 owned and franchised stores created a inspiring service mission in response to the unparalleled transformations in thesocial and business areas in the country the mr chalmers led a project which They called a term of the xhosa Zulu language which means rebirth we needed to create a(1689 )society here Who has to spread what South Africa was trying to become told us the company has returned to its 27 thousand employees to create a

mission consented we decided(1694 ) go back to the heart of the organization , janitor box packers clerks all people to discover what she felt the company represented and this Summers the new service mission they( 1700) articulated and constrained the new society we Serve with our heart we created an excellent place to stand out with our our mind we created an excellentplace to shop there's another table here I'll try to read for you there evolution of the theme of service at Disney in the year 1955 what was the theme of service We created happiness and what

is the meaning in the beginnings of theme parks working based on the heritage of the films, happiness was identified as a desire that the guests sought to realize the pronoun we 'referring to the cast as a team in 1971 the service theme was We created happiness by providing the best in family entertainment and the meaning the inclusion of the word best recognized the existence of a competitive market in a turbulent time in 1990 the wind theme was we created happiness and providing the very best in entertainment for people of all ages everywhere and what was

the meaning in the 90's Disney already recognized the enormous diversity of the population of potential guests in what was becoming the world market in 2001 and beyond the service theme It is We create happiness and meaning to Disney continues to monitor the changes and needs of guests Despite the theme of carecontinue to evolve to some extent it continues the even one last observation on topics of care They do not need to be eternal After all, nothing lasts forever but if a topic of care for( 1739) properly defined it must change slowly evolving over a long

period Collins and fuck suggest that Unlike a strategy the business goals the essential purpose of an organization must last at least a century although achieving a goal or completing a strategy cannot realize a purpose he is like a guidestar Horizonte Always pursued but never reached they explain but although the purpose teaches change it inspires change the very fact that the purpose cannot be fully realized means that an organization should never stop stimulating change and progress.8) service Since a theme of service acts as a promise for customers and purpose for employees, the next logical question is

how to fulfill this promise and fulfill this purpose to response definition of service standards the service standards or service values ​​ are the operational criteria that ensure that the service theme will be systematically transmitted they flow from the theme of service and in turn support the materialization of the theme in the ao disneyworld a service drone just as the theme in the service are deeply rooted in the history of the business of attractions in the company in the 40s when ao Disney envisioned Disneyland they were an implicit part of its park vision.of entertainment that would

be different from all he took his daughters to the park Dewalt would be clean the staff would be friendly and the whole family would have fun and have fun in it in 1955 when the( 1783) Training consultant see Franz and Dick Nunes who would become President of the Council downloads nor a cations created the orientation course for Disneyland's first employees they worked With base in the theme of creating happiness and they started to link this achievement to specific behaviors and in 1962 when Dick re-elaborated these behaviors in the form of the four components of a

good show the patterns of )the care of the Park were explicitly defined the four day elements that were C and the courtesy spectacle and capacity that mostafternoon came to be called efficiency and today they also constitute disneyworld's service standards they represent how the service theme is realized and offer a set of ) screens that help employees of Disney Evaluate and prioritize the actions that contribute to the experience of the combined below, we will analyze the service standards of the disneyworld And we will see how they support the theme of security care is an euphemism to

say that a guest exposed to injury or uncertain about their safety or dear teeth feels unhappy thus the standard of Attendance to security requires that the well-being AND Peace of mind of guests are always a priority imaginer Bruce johnston explains whatthis implies the creation of the attractions the statistics are in mostly against us think about it If there is a chance in a million cotton or 10 million guests to use in one of the our attractions then something goes wrong 10 times we can't project nothing in view of this statistic of one in a million

we need to project aiming at a chance In hundreds of millions when adopting the security as a standard of care Disney ensures that security issues are met in every element of Disney resorts and parks security measures often much in addition to that require local regulations Are incorporated into the attractions transport system hotels and restaurants of the resort in addition to staff exclusively dedicated to security throughout the wholeThe resort's staff learns specific security procedures and practices for each area courtesy The standard of care of the courtesy requires that each guest be treated like a very VIP

person important to realize this pattern implies more than just treating people as we would like to be treated , it implies treating them as and treated with recognition and respect for their emotions, abilities and cultures if you live in Orlando Florida all you need to do is ask how to get somewhere to find out if the person works at ao disneyworld if the person counts using two or more fingers or an open hand the chances are great of her working with Mickey Mouse the reason for this here pointing with the finger is consideredimpolite in some

cultures so that one of the first things all new cast members learn is how to give directions with courtesy making courtesy a standard of care means to transform. la in a set of behaviors applied to the entire organization as an organization this makes the at disneyworld responsible for recruiting and training a cast with excellent interpersonal skills the cast learns took the responsibility for the happiness of the guest by being friendly knowing the answers toturning it into a set of behaviors applied to the entire organization as an organization makes at disneyworld responsible for recruiting and training

a cast with excellent interpersonal skills the cast learns they took the responsibility for the happiness of the guest being friendly, knowing the responses toturning it into a set of behaviors applied to the entire organization as an organization makes at disneyworld responsible for recruiting and training a cast with excellent interpersonal skills the cast learns they took the responsibility for the happiness of the guest being friendly, knowing the responses togood and when possible personally taking guests to their destinations for the members of the cast and its meaning to put a proactive approach to courtesy sits that Panda

happenings and offering himself( 1878) to help and engage with the guests of Walt Disney World as say the Disney facilitators Institute guests may not always be right but they are our guests show o service standard of the show requires exceptional and uninterrupted entertainment for the guests the theme of service requires the best entertainment and the highest level what means a performance continues from beginning to end of a guest's stay at the Resort the fact that Disney's theme parks are the most popular in the world isa proof of the realization of the pattern of the spectacle

the Disney has always focused on providing a good spectacle in which the public's attention was never unintentionally diverted or the burial Marty sklar Chairman of the Board Walt Disney imagineering remembers walking through Disneyland with the hatred as they arrived at the Might think Bolt on Frontier le ne themed area of american west in the 19th century a company publicist approached the two of them and a car the audio was shocked he asked indignantly what are you doing with the car from 1860 of a show switch is a driving force in the organization history is a

concept repeated throughout disneyworld each Resort is built around a storyand every design detail of the doorknobs setting sustains the theme of that story each pair that is constructed based on one or more stories and its design of the garbage cans and beverages also and color these stories of Theatrical language the appearance of cast members or human resources business is an integral part of the show and they are performances uniforms are fantasies everything results in a continuous show efficiency of the service standard of efficiency requires smooth operation in theme parks and resorts with this the guests

have the chance to enjoy whatever they want from to disneyworld Disney's profits directly correspond to the company's ability to maximize the utilization of property.the Marques sixth monorails for example transport more than 110 thousand guests per day with the reliability index of 99.999 with safety and efficiency over 6.5 million of kilometers the minimum version Disney-designed systems that keep queues moving and carrying more than 2,5 thousand guests For now, for the attractions of the resort The ao disneyworld seeks operational efficiency in all its operations and the company analyzes the flow of guests and the usage patterns to

provide( 1948) equipment and allocation levels of adequate personnel operational checklist ensure readiness For the demands of each day of operations the sales levels are analyzed to provide the mix And the adequate quantity of products and services determining the optimal speed of service to ensure the best experience of combining the operational efficiency is the Fourth and last driver in achieving the theme of care however it is not enough simply to identify the patterns of care they must alsobe prioritised if not what happens when a conflict between the patterns arises. ( 1973) the audio is the same

as prioritizing its standards that we have just explored in the order of prioritizing safety courtesy Spectacle and efficiency knowing its its priorities the solution to the problem is Clear the cast member immediately puts the safety of a guest with special needs ahead of the efficiency of the process of transport of the continuity of the show and even of the courtship treatment of another guest. the same way witho the service theme your organization's service standards will no doubt be different from the disneyworld standards. criteria by which care decisions will be taken and evaluated see for example

the experience of a Disney customer institute the sailing law the Health Network LV hhm a service network With three hospitals 1200 doctors and more than 6 000 employees based in eastern Pennsylvania, the LBV hns decided to move away from the stereotypical image that people formed about health organization adopt not All hospitals are equal as their theme of care the organization has also developed a promise of care acommitment made by each of the employees I promise to listen and understand and react with the highest standards of medical care, service and Respect the 101-year-old organization sought to

achieve its goal set five service standards designed to communicate the operational behavior necessary to achieve the EA theme Service promise they are summarized in an acronym Pride Pride in English o Pride na lvh is formed by anger yes privacy I received respect involves me Nery involvement dignity and impasse church empathy as the Regional network of health services defines what each standard means as you read Note How often do they directly reflect the interests and needs of the patient privacy alvh n recognizes the right to privacy and promises to keep confidential all personal and medical information

unless necessary for diagnosis or treatment or by law with respect to lvh. I value individuality, beliefs, rights and needs of each person. hn believes active participation and effective communication are clearly linked to customer satisfaction. team members at lvh.me maintain a high standard of professional Conduct represent the network our Attitudes, actions and words reflect our self-esteem and our interest in others and empathy with the staff )lvh.me will seek to understand the situations and the unique perspective of all individuals with whom he interacts including patients and their family colleagues doctors and other clients. It is interesting to

note that the explanations of each pattern were defined by a group of 50 employees of the LVH.me with high levels of performance They were divided into Five groups and asked to define how each pattern would work in practice Pride is a simple and memorable resource to communicate the patterns of service In addition, it determines the products the service that employees of LVH.me to make your facilities different from any other hospital the fulfillment of the Promise with the theme and standards of care to guide us it's time to start exploring ) provision of quality care in

where Rose says to three main systems of care delivery the care system are the methods by which quality care is implemented. cast scenario and process the cast naturally a made up of employees who work in the organization if you stop to think of organizations known for excellence in service you will notice that employees always comes to mind as a critical source of service the setting is what Disney calls the physical resources oforganization is where customers get in touch with teams if you have already decided to leave a restaurant even before sitting because of your appearance

the smell knows how scenery is important for the service provision, the process represents the various operations used to offer products and services to customers the late w AdWords of me perhaps the most famous Guru of quality identified the process as the main determining factor of the quality of the product and it plays a role as broad as the cast or scenario in providing quality care the next three chapters( 2104) detail how these threeto its appearance, the smell knows as a setting is important for the provision of care the process represents the various operations used to

offer products and services to customers the deceased w AdWords( 2097) of me perhaps the most famous quality guru identified the process as the main determining factor of product quality and it plays a role as broad as the cast or scenario in the provision of quality care the next three chapters detail how these threeto its appearance, the smell knows as a setting is important for the provision of care the process represents the various operations used to offer products and services to customers the deceased w AdWords( 2097) of me perhaps the most famous quality guru identified the

process as the main determining factor of product quality and it plays a role as broad as the cast or scenario in the provision of quality care the next three chapters detail how these threeprocess with the main determining factor of the quality of the product and it plays a role as broad as the cast or scenario in providing quality care the next three chapters detail how these threeprocess with the main determining factor of the quality of the product and it plays a role as broad as the cast or scenario in providing quality care the next three

chapters detail how these threesystems are used to materialize the theme and the service standards in disneyworld how they work in other organizations and how they can work in your company tips for customer service )quality become an expert in gastrology agroecology is the job of finding out who your customers are to understand what they expect when they seek gastrology techniques including surveys listening posts focus groups studies of utilization and most importantly the feedback that customers give to employees create a guest profile o customer 5 and demographic factors(2122 ) information about the physical characteristics of your customer

base and psychographic factors information about attitudes and lifestyle valuesand opinions of both types of knowledge provide useful information to create quality care use the gastrology compass to process information about customers Bússola collects and It analyzes information about customer needs, desires stereotypes and Emotions articulates a service theme unparalleled the service theme defines the purpose of an organization internally transmits a message and( 2138) creates an image for the organization in the action develop the theme of care is we create happiness by providing the best entertainment for people of all ages everywhere Determine the critical care standards the

care standards are the criteria by which quality care isevaluated and measured the four service standards of ao Disneyworld are safety courtesy show efficiency recognize the main service systems one service the service system are the methods by which quality service is implementable? The organizations have three main service systems cast scenario and process just look through the business book shelf in the bookstore more next to confirm the existence of numerous texts dedicated to the power and capacity of employees and the indispensable role they play in the quest to achieve organizational goals with effect the vital need for

a motivated and agile workforce seems so logical and commonplace that it isIt is difficult to imagine that our beliefs in people at work were once different but in the 1930s employees did not have such a respected role in the organizational project How much is there today? Even Harry Potter in 1914 outraged capitalists everywhere when he nearly doubled the wages of factory workers to five dollars a day and that in his ) 1922 autobiography wrote passionately about the ability of the American worker demonstrated resentment of the workforce in the 1930s The Common Man doesn't work well

unless he's caught and he doesn't have How to escape said the inventor of the mobile assembly line in an interview in 1931 he upheld this mean statement with the strength of the departmentof Ford services a group of supervisors and tough security guards who under the direction of Harry Benê intimidated and physically assaulted Ford workers who did not comply with the regulations of the company in sharp contrast to the gray mechanist of Harrison Ford's beliefs about employees Walt Disney's vision was full of color and energy as the golden years of the decade the 120 gave way

to the 1930s marked by the recession, the financial success and criticism of the company's first animations in technicolor and the dream of Dewalt of creating the first animated features boosted Disney's growth of studies in Hi I am having in burbank California audio knew that the key to the studio's lasting prosperity was its strengthSo he started an expansion plan which expanded the team from six to more than 750 people and began to deal with serious the training and development of staff if you were a young animator for the Disney Company in 1931 and did not have

a car it is very likely that several nights per week the tall one would take you and a group of your colleagues by car to Los ) Angeles to attend courses paid for by the company in the huge order street show at the end of 1932 as the situation of these classes increased, the high stopped Company in 1931 and did not have a car it is very likely that several nights per week the tall one would take you and a group of colleagues by car to Los Angeles to attend the paid courses(2218 ) by the

company in the huge order street show at the end of 1932 as the situation of these classes increased, the high stopped Company in 1931 and did not have a car it is very likely that several nights per week the tall one would take you and a group of colleagues by car to Los Angeles to attend the paid courses(2218 ) by the company in the huge order street show at the end of 1932 as the situation of these classes increased, the high stopped the employees by car and hired Don Grêmio from the huge show to teach

in the studio I decided to leave from their class come back observed the jokingly comparing your company with the competition Setting up my own Training school in this way on the fifteenth of November 1932 the first class at Disney Art School was given to 25 students the number of participants grew rapidly mainly after the news spread about the models who gave the call to pose naked in drawing classes in 1934 the boarding school was already operating in a full period newly hired animators were learning to draw in classes held in zoos and learned production techniques

in studio classes at the beginning of 1935 back analyzed the characteristics of agood animator to guide Dom in developing a very systematic training for our young animators the year of approach for our older animators soon invited also started to give classes and the say animators learned from eminent speakers such as the architect Frank Lloyd Wright and theatrical critic Alexander woollcott at the same time that the first Training programs were being created Audio formalizes the main elements of corporate culture commitment and creativity were rewarded with bonus the use of first names and casual clothing contributed to

an atmosphere of lively opening sessions of stories sometimes conducted after work in the house ofgo back added a democratic element to a system based on the adoption of the best ideas regardless of their origin the first major result of Initiatives of training and company development came in Twenty e December 1, 1937 at the premiere of Snow White and the Seven Dwarfs at Hollywood who received an Inté from the Elite of the film industry formed by two million of cartoons of critically acclaimed 83 minutes broke audience records at New York City Music Hall radio and won

a special oscar for a full-size statue accompanied by Sete Óscars Dwarves In six months the movie's revenue paid all the company's loans and in the first season in a show Branca de Neve and who gave eight Millions ofDollars was a phenomenal amount according to Disney biographer Bob Thomas as the average price of a movie ticket was 23 cents in the United States in 1938 and a large part of the audience of Branca de Neve was formed by children who paid only ten cents the high made an investment in training and development in the mid-1950s )Disneylândia

in 1955 He created Disney Universe, the first corporate University to ensure employees understand and provide the service that he envisioned in the unique Novo Parque in 1971 five years after( 2298)Walt's death when the audio was opened in Florida a new branch of University was América with a resort on the occasion the investment was adecision consensual everyone knew that the audio was right when he said you can dream to create design and build the most wonderful place in the world but the people needed to make the dream ) of a reality in the service cycle of

quality, the workforce or the cast represent the critical system for the realization of both the theme and the standards of service in parks and other Disney guests guests contact cast more than 2,5 billion times a year each Contact As Michael Eisner said in a lecture on the web, University is a chance to win a customer or to lose a customer, that's why you don't ) continued, we try to make and our cast members feel that they are part of a family that share a special heritage that frowns indifference or a Bullet Paper thrown on the

floor that represents an intrusion into the magic world that our theme parks are designed to create how to cast for the first impression has been said before and will repeat never if there is a second chance to make a first impression on ao disneyworld all cast members know the importance of first impressions he knows the guests formeda first impression in a matter of seconds and how important to make that impression a positive First impressions are strong and lasting but customers are not the only people who form fast and firm impressions first employees too before we

begin exploring the role of the cast. in the provision of audio care , he understood another pause for a moment to think about what most new employees show when they arrive for the first day of and what was the first( 2348) something you did on your first day at work probably went through some type of guidance in the industry report at the 1999 train residence ninety-two percent of the respondents said that their organization offers a formal new employee orientation program is the most common type of training offered eg plus onequestion what is the first impression

that most new employees form on that first day of work well almost one in ten who does not participate in an orientation program does not form a big impression at least not one over which the new employer has a lot of control They just go to work and put it hands on even new hires who get some kind of guidance are largely treated like cogwheels in a machine they receive various information that usually involve an official reception Mission and Values ​​statements which organizational explanations )benefits and policies paperwork and the code of ethics plus a list

of penalties that violators of the code can expect a few more hourslate are marching to their new roles and employers have lost a golden opportunity to start creating a way of working capable of delivering excellent customer service thousands of people every years to work at or Disney World The Casting Center or Casting Center handles 150 to 200 applicants daily and about 100 jobs including transfers and promotions are filed every day before 1989 the casting was conducted in an improvised series of offices and trailers but in 1989 when the current center was opened to ability to

make a memorable first impression on new and potential cast members has been greatly improved at Disney World Casting Centerwas designed by architect Robert e hamster and immediately understood the power the building would have to impress new hires for this new cast member he explained may be the only )since experiencing the company's complete identity, this is symbolically very important in that external form and an entry point for the organization that is at the same time elegant playful a building that the architectural critique backdrops has described how mystical and fanciful as if it were straight out of

the pages of a picture book a picture of an animated film provoking intentions is an integral part of Design when the cast member candidates entered the building they open doors with handles like the talking handles in the movie Alice in the Country ofWonders of Disney the reception desk Stay on the second floor at the back of the building while walk through the building on your own journey through the rabbit hole you take a symbolic tour of the company in a corridors and and roundabouts of a formats constantly changing shots atop columns are Golden status of

comic book characters walls and ceilings are decorated with scenes from animations and the waiting room features a mockup of Cinderella's castle surrounded by seating in odd shapes SpongeBob asked that people should enter from the ground floor and if apply for a job at the other end of the second floor explained Tim Johnson the director of Disney projects he said let it they roam on let itsavors Disney Before they get there Imagine if walking through this wonderful weird building dedicated exclusively to the casting process what kind of message does the fact that Walt Disney World has

wearing so much commitment to design and Materials to convey about how the company values ​​its cast and particularly how it will expect cast members to behave what kind of message in its environment of work broadcasts to job seekers and res today we present the largest network of South Africa supermarkets and have tried and its havewearing so much commitment to design and materials to convey about how the company values ​​its cast and Particularly how it will expect cast members to behave what kind of message in its environment of work broadcasts to job seekers and res today

we present the largest network of South Africa supermarkets and have tried and its havewearing so much commitment to design and materials to convey about how the company values ​​its cast and particularly how it will expect cast members to behave what kind of message in its environment of work broadcasts to job seekers and res today we present the largest network of South Africa supermarkets and have tried and its havethe service in chapter two in addition to the inspiring theme, the company is also excellent is an excellent example of an organization that invests in creating exceptional in

casting facilities of the cast afterwards After initial visits to the Disney institute the network began to design and build its version of the Ideal Supermarket the comb shop of the Forex cross trading center in latin was developed as a retail store training in which new and world-class practices could be launched establishing references of excellence to the rest of the company the 121-member Forex Shop Cross team was hand-picked among requests from employees from across the company in November 1998 all gathered together in Guanambi milk and witho Mr Summers chance for a quality care training at the

Disney institute impressed by the resources of the Center and Disney Universe to endow infarmed staff Mr Summers changed the design of the Forex cross store to include a corporate university the construction of the already planned forex store was at an advanced stage recalls the general manager of n potions mas international calls Frantic interrupted the construction and design of the store which was radically altered To incorporate What we learned at Disney and don't say study an uninterrupted experience between an exceptional store in exceptional facilities for staff because not having the little one is registered if where

all the staff of theRede would have the chance to learn and experience excellence in service in november , 1998, the scrolling store was opened and has institute of Health and Quality service the first of its kind in( 2499)South Africa Casting Preparation for Service You may find that ao disneyworld pays a bonus to the staff extraordinarily courteous and friendly Or that the cast members Actually they are robots manufactured using some secret form crafted by Disney imagines in fact the cast members are hired in the same job market accessed by any other organization and receive fair wages

the Not-so-secret method by which people are turned into disneyworld cast members canbe found in the way they are trained after passing a hearing without the word Disney uses for a job interview for a paper the first thing new members of the cast they do is begin to learn how to provide quality care characteristic of Disney World Oil the action develops uses a two-stage approach to prepare Hi for service the first phase is conducted at Disney Universe involves teaching concepts and behaviors common to each cast member Across the organization the second phase that we will explore

further later in this chapter is carried out in the desktop includes information specific necessary for Good performance in the different business units of the resort all membersfrom Newly Hired Cast Weird at Disney with Another from Schanz a One-Day Orientation Program Featured at Disney Universe are the internal training arm read company one class has an average of 45 people and there are about 9 lessons per week with Up to 14 lessons per week at peak times of useful hiring lets us offer lots of relevant and practical information veteran cast members act as training facilitators each year

a voluntary roster is held for about 40. year the cast members chosen leave their daily duties at regular intervals to teach the course. By the way deep knowledge andthe retraining training obtained by the Kardashians assistants while acting as program facilitators is an additional benefit to using veteran employees in trainings the goal of translations for nicely summarized by a veteran facilitator from the Disney institute We do not place people at Disney we place Disney in people for this purpose the program uses a variety of training techniques including lectures stories videos exercises discussions in large and small

groups and field experiences it is elaborated ptranslations for goal well summed up by a veteran facilitator from Disney institute we didn't put people at Disney we put Disney in people for this purpose the program uses a variety of techniques de Training including lectures stories videos exercises discussions in large and small groups and Field experiences it is elaborated ptranslations for goal well summed up by a veteran facilitator from Disney institute we didn't put people at Disney we put Disney in people for this purpose the program uses a variety of techniques de Training including lectures stories videos

exercises discussions in large and small groups and Field experiences it is elaborated pTo achieve four main purposes one to acclimate new cast members to the foundations of the resort culture 12 to perpetuate language and symbols heritage and traditions the standards of ) quality and values ​​and characteristics and Walt Disney World behaviors 3 create a sense of excitement in working at the Resort and four introduced the new cast members to the essential safety standards we've already briefly mentioned the role of traditions as the communicator theme and patterns of care but the training does a lot more

than that it explains how the theme and the patterns are put into practice at the resort this is an introductory course the production of Disney shows by another example leaving it to be explained by That theCast appearance should reflect the setting and story as they introduce themselves to guests. personal appearance of the cast although some observers have attempted to politicize the issue standards the cutting of hair cosmetic jewelry etc were created for logical business reasons they are directly related and clearly is the service standard of the show there is a chart here I will try

to read for you also language Still Disney attractions toys or shows fantasy cast member uniform employee audition guest interview the customer stage combined areas presentation work behind the scenes behind thescenes and host frontline employees For a policy such as this to be fair to employees as well as legal it must be systematically interpreted and applied to Disney cast members they are informed of the appearance guidelines throughout the entire recruitment process and without exception they cannot participate in the training that leaves you and start working while you only appearance staff do not agree that is also

why and in policy do not are implemented lightly when disneyworld recently adjusted its guidelines to allow whiskers for example what it seemed the first as it is actually a simple decision required a lot of reflection and discussion and neither the employees nor the legal system liked to give a return to a more rigorous policy once it was loosened another cue too extends the mission of creating happiness through the language used by the members Belém You has already been exposed to the vocabulary based on shows used at Disney it is nutritious that the cast members learn

it the first view the language. the words create images and corresponding assumptions in people's minds let's see for example the word guest the expressions guest dissatisfied and consumer dissatisfied probably created two different images the mind of an employee guests welcome consumers are statistics if someone is yoursguest you feel no greater obligation to ensure your happiness the word Presentation also creates a unique image if you present yourself at a show you are no longer likely to act(2656 )with more effort than when cleaning tables in a restaurant The way we talk about work actually makes difference don't

underestimate the power of a good mentoring program to create a )portrait of the organization and its culture in the minds of new employees despite the history, mission and values ​​of the business may be as well known as your favorite fairy tale ) childhood new employees have not yet used saw when the day Bergs in a network of 18 supermarkets based in centuries that delivers 4,5,000 people decided to revamp their new employee orientation process They studied the Disney World program communicated the company's heritage and culture we had it approach tradition of rules and norms reminds Fred

Martins then Senior Executive of Human Resources at diverdis and today Leader of People Solutions Strategies We tell people what they could and could not do the that would lead to them being fired but that does not motivate the people we need to speak with their heart not only with their brains to achieve this goal the company crremember Fred Martins then Senior Executive of Human Resources at diverdis and today leader of the People Solutions Consulting strategies we tell people what they could and could not do what would lead to )dismissal of them but that does not

motivate the people we need to speak with their heart not only with their brains to achieve this goal the company crremember Fred Martins then Senior Executive of Human Resources at diverdis and today leader of the People Solutions Consulting strategies we tell people what they could and could not do what would lead to )dismissal of them but that does not motivate the people we need to speak with their heart not only with their brains to achieve this goal the company crior a new program that emphasized its 150-year history the four generations of family management and heritage

and culture of quality care the guidance includes photos of the history of )company and history of excellent customer service instead of spending all the time talking about company policies the rules manual handed to employees they are also asked in addition After class and develop a signed statement with Obeying the Rules a month we collide of North Carolina drafted the first orientation program after its administrators visited Disney( 2701)institute for a program with sponsored by the Calcium of Independent Colleges of Washington DC a National Association composed of more than 480in institutions of higher education in liberal arts

to Monte Record a non-profit Presbyterian college with six satellite Campos and about 1,1,000 students and 300 staff members seems to have sprung from the mountains of West North Carolina founded in 1916 it was built with stone and wood in the woods of the EA logomarca from the college, an arch of seven stones featuring a Cornerstone from the center represents one of the most prominent architectural features of the field. of the college appropriately named that we are cornerstones in the same way as the logo of the institution the new half-day program was developed based on seven

modules history and traditions values ​​Educational experience experience academic student life courtesy and efficiency during the training of new EmployeesThey are divided into teams of 6 and receive a piece of puzzles that form the image of a student forming a symbol of the goal end of the college each one gets one jigsaw party and every six Months They reconvene for another two-hour training session that emphasizes another aspect of the seven modules rather than sending a trainer to the Many branches of these team members go to the Main Campus for training We have many people who just

didn't know our hope explained Lisa Lankford Reader Admissions & Assistance financial they don't what their works constitute an important part of the whole show Educational right hand are now beginning to take care of it then whennew dyrberg employees sperm and brands arrive in stores or new ao disneyworld cast members take the stage or new multi-colored teachers step in front of first group they all have an idea of ​​the community of which they will become part of the next goal of the guidance is to relate this image to behavior and Quality service behaviors in both(2760 )the

past few decades as ao disneyworld would define and adjust its four standards of service the program that we left it has also devoted more and more time to teaching cast members how compete the light class presents all the patterns but is particularly focused on the elements of these patterns that can be applied universally throughout theorganization this training about the resort's essential security procedures and the basic elements of courtesy these procedures and universal behaviors are taught using simple exercises of role-playing to evaluate guest experience called good bad chow chow a good show is anything that leads

to a positive guest experience and a bad show is well you can no doubt wonder what that means these good show and bad floor expressions are used throughout the Resort so when a cast member presents good performance he probably will receive a sign of approval from your supervisor and a vigorous good or otherwise when someone Asks for an opportunity callhe will likely receive an explanation of how to improve the show bad as the highest priority quality care and safety new cast members first learn to react accurately in a ) accident then they learn accident prevention

procedures from evacuation routes to the use of fire extinguishers and first aid techniquesemergency even even the safe use of gestures is addressed it would certainly be a bad show if a member of the gardening team hit a guest to use a rake to give directions(2806 )gesturing with a rake is just Rude but also dangerous after Disney Universe he spends a reasonable amount of time Determining courtesy in practice and exploring how courtesy contributes to a positive customer experience. guest The result of these efforts is incorporated into a list of actions called presentation tips in each Walt

Disney World employee a friend on the program traditions the presentation tips they are a set of generic behaviors that ensure that cast members know How to act with courtesy and respect the individual ofeach guest the training addresses 15 how to make a good impression and offer a warm welcome it explores the effects of sewing gestures and facial expressions on the guest experience and explains how tone of voice and humor can contribute to service or harm ao disneyworld guidelines for customer service Make eye contact and smile(2832 )start and end each contact and guest communication with direct

eye contact and a sincere smile Greet and welcome each and every guest use the appropriate length with each guest with whom you make contact good morning good afternoon or Good night welcome Have a nice day how can I help make the guests feel good with thecomplement special differentiated in each area search and guest contact is the responsibility of each cast member to search for guests who need help or assistance Listen to guests and offers assistance eg taking photos of the family provides immediate recovery of the care it is the responsibility of all cast members to

try as far as possible ) to immediately resolve a failure in guest service before it becomes a problem with guest service always find out the answer for the guest and or find another cast member who can help the invite maintain appropriate body language at all times is the responsibility of all cast membersdisplay body language of availability when on stage considerate appearance good posture and appropriate facial expression Preserve the magical experience for the guest always focus on the Positive instead of rules and names conversations about Personal problems or about work in front of our guests are

unacceptable thanks to each and every guest Extend to each guest heartfelt thanks na Completion of each transaction offers each guest a thank you or expression of appreciation when he leaves his area although expression tips presentation may only relatively E these tips have an effect powerful in high fattening they were translated into a Set of behavioral actions called guidelinesfor the guest service the guidelines are summarized in seven sentences and serve a a variety of purposes first they define behavior based on guests they create a ) common reference for interaction with guests and demonstrate the elements of

the presentation that perpetuate courtesy Disney-style in second place the guidelines communicate the responsibilities of employees they( 2895) clarify the company's expectations regarding the provision of care for new cast members and provide a basis for accountability to follow the guidelines of presentation a condition for to be an employee of UOL Disney World or cast members if you do not obey them are subject to actiondisciplinary progressive Walt Disney World guidelines for customer service that serve one more purpose Important they demonstrate ways to personalize the service to different guests practices such as smiling greeting and thanking the guests

are very beautiful but if these actions are restricted to mechanical and automatic behaviors, the effectiveness is enormously military and they can be more adequately seen as a measure of minimum reference for expectations and guide for the creation of a personalized service for guests Practices such as smiling greeting and thanking guests are very beautiful but if these actions are restricted to mechanical and automatic behaviors the effectiveness is enormously military than they can be more properly seen as a minimum reference measure for expectations and a guide to the creation of a personalized service for guests practices such

as smiling greeting and thanking guests are very beautiful but if these actions are restricted to mechanical and automatic behaviors the effectiveness is enormously military than they can be more properly seen as a minimum reference measure for expectations and a guide to the creation of a personalized service for guests 9)individuals The stories of how Worlds cast members have one another customize service based on unique circumstances of Resort guests are legendary eg couple with a sick child who returns to the room and finds a better card signed by the mother himself, which are the guidelines for guest

assistance that provide the starting point for this level service from the cast members who use them to create unparalleled moments of care for the is a good result for seven short sentences after of participating in Disney programs( 2935) institute there wants to a network of seven health institutions for patients in Luciana's critical state with branches in 4 States, theset of organizational patterns of care and called the left without fricarnes hynode.pdf of safety kindness image and productivity the implementation team of 30 members linked these standards to staff behavior by creating its own set of presentation tips

for example to item specific behaviors are Recommended and taught How to take responsibility for potential hazards take visitors to their destinations and offered help to people who seem confused for kindness the presentation tips include eye contact and smiles maintain a Positive attitude in voice and norms is to speak the phone at disneyworld the three or four presentation tips offered for each pattern are not intended to be a comprehensive list of behaviors instead .to be a reference measure to start translating escape patterns into everyday actions the presentation hints from will be implemented with SP patterns into

February 2000 with Mr Merlin Albergue acting as master of ceremonies at the same time patterns and presentation tips associated with them became part of the evaluation process of the employee performance was created A recognition program Spotlight on service in which managers who witnessed in employees displaying new behaviors could use worth - gifts from the coffin that could be exchanged for Dalai goods either in the left annual program Goal the employees are or are used toone behavior for each pattern and if commits to displaying the repeatedly and eventually behaviors contrary to patterns also became a cause

of action to sometimes discipline the structure of a company can present a challenge to the communication of behavior that supported its theme in service pattern eg Star Road in a temporary employment agency headquartered fattening Netherlands has more of 5,1 thousand employees in 650 offices of customer service located in the Netherlands, Spain and Germany and is rapidly growing to emphasize the continuity of the initiative The company's executives positioned it as a leadership initiative that would cascade to all international and domestic operations to launch its leadership initiative to company took its leadership team to the board of

directors four groups of managers King and to say insecure and more than 500 branch managers to an Institute program conducted in disneyland Paris a Sport has adopted a vision for service We create careers and four standards of service tosensitivity reliability recently provided effective but the company still needed to develop and communicate presentation behaviors that would help its Broad team of branch employees to deliver quality service the start's response Was to create a system called Box service the Box service includes a series of motivational and Training videos sent to leaders every two months that explain and

explore an aspect of Stark's four standards each office schedule a training meeting for team coincides with the arrival of the video is interesting to note that the videos are relatively short of less than 15 minutes each and were designed to serve as the starting point for learning theremainder of Each training session is dedicated to one big Storm of suggestions to put the content of the tape into practice on a daily basis. All ideas from each team and operational area are collected and disseminated through the that is called service platform platform tools designed to leverage the

creative effort of employees sharing solutions for the entire company to think globally Run locally anyone who has already spent a vacation in or Disney World knows the Resort Is very similar with a huge Multiplex Cinema showing a variety of animated and interactive movies at the same time all movies are fun all if )relate to each other through common production values but each tells a different story and uses a different theme in disneyworldthe contemporary Resort has a radically different story and theme than the boardwalk Resort The What's Package filter tells different stories from 1940s Hollywood recreated

in Disney and Skills and so on the first tier of service provided by the cast that includes the traditions program and the service guidelines unites all cast members with common language and behaviors and goals. offers a wide view of what is expected in a quality service. displayed in the cinema, the mission and values of service must be taken to the local level, this is done at the second level of service providedby the cast of or Disney World with the creation The communication of cultures of presentation a culture of presentation is a set of behavior exactly

terms and values ​​specific to each place that direct and enhance the role of a cast member the private show performance cultures are developed and cultivated by the management and cast of resorts and parks in the ao complex disneyworld each culture of presentation includes mission vision and values ​​of its own presentation that are of course aligned with the theme and service standards across the horizon may seem like loss create adapted local cultures instead of simply have defined a single system for the whole organization but there are some excellent reasons forthe practice As we have already mentioned,

the bigger and more diversified the organization, the more difficult it is to create a unique and Cohesive culture that will make sense for all a strong local culture connects more( 3100) directly into the daily responsibilities of employees and strengthens the sense of responsibility and involvement in the business unit in the same way as presentation tips a culture of local presentation can be extremely detailed with regard to hurting behavior and perhaps more important for the provision of quality care. and the theme of the area The result is a more memorable experience for guests one of the

most presentation culturesnotables of Walt Disney World can be seen in Polynesia in the eyes polynesia was a part of Walt Disney's original Vision for its new park in Florida and opened since 1971 was one of First hotels on the property renovated in the late 90's it is an 853 room resort with prime location near the magical kingdom with South Seas theme and style of the visor are quite laid-back and he is very popular among guests for weddings and honeymoons a guest divisor of No doubt you would be surprised to learn that the Poli Ninja does

not always( 3130) had the excellent reputation it has today in fact In the not-too-distant past is recruited to perform there was usually not received with much enthusiasm for the propertynot receiving high marks in terms of satisfaction from guests which recovered the politician the cast and the success of their initiative of creating and maintaining their own unequaled culture of presentation under the leadership of the director general crime the cast the pollination took on the challenge, drawing inspiration from the style and theme Of the hotel itself to develop a new culture of presentation they studied the cultures

of the islands of the South Pacific and created new relationships between the traditional values ​​of Polynesia AND the culture of hotel presentationdirector general crime the cast the pollination took on the challenge, drawing inspiration from the style and theme of the hotel itself to develop a new culture of presentation. They studied the cultures of the islands of the South Pacific and created new relationships between the traditional values ​​of Polynesia AND the culture of hotel presentationdirector general crime the cast the pollination took on the challenge, drawing inspiration from the style and theme of the hotel itself to

develop a new culture of presentation. They studied the cultures of the islands of the South Pacific and created new relationships between the traditional values ​​of Polynesia AND the culture of Hotel presentationthe result was a new level of service based on the rup a word that describes Polynesian hospitality and the willingness to entertain guests with unconditional cordiality and generosity the cast of )hotel has created its own Mission statement our family provides a unique hospitality experience sharing the magic of Polynesia and Spirit of aloha with our guests and friends to all life and Its own vision of

the Future This vision was of a resort that would be Paradise Lush tropical known for the creation of magical memories for all life it also specified that the poly Ninja would set a benchmark of excellence in the industry and be a place to which guests and cast memberswould be willing to be placed on a waiting list for the opportunity to visit and work on resort values Disney soot aloha we love Unconditionally our fellow cast members and our exemplary guests 3176)behavior I get interested Hey for my sneakers and other cast members as individuals beyond work I

greet and each guest and cast members with warmth and Sincerity balance we seek stability EA the vitality of our life the professional examples of behavior is organizing Hey, my day to do everything and I I will stick to my plan to help others Need help if I finish before courage we follow our beliefs with strength and determination examples of behaviors I will follow eachdissatisfied guest or problem to completion I will give honest and supportive feedback guide Hey others and accept the guidance and feedback from others diversity we seek value and respect ) differences in our

cast examples of behavior is to respect and seek to know the diversity of the cast and guests to translate important information for cast members who only speak my language Native honesty we deal with each other sincerely and directly examples of behavior I will return all objects found and encourage others to do the same I will be faithful to me(3207 )same ea and when i'm wrong or need help integrity We act according to our words and beliefs examples ofbehaviors I would be a positive role model all the time and I will follow departmental guidelines I I

will replace negativity And criticism with a positive attitude Quina or reads we provide impeccable service to ) our guest examples of behaviors I will keep myself informed and updated on new information and procedures to perform and my work to the maximum of my capacity 6 or team we receive and between we have Kindly and generous guests Examples of behavior I will smile and initiate conversations with guests and cast members and use their names I will introduce my sneakers to my peers from the cast and I will show you the property I will do everything to

make each guest special with touches andpersonal interactions will help and meet any needs or requests of guests to feel at Ohana house we treat each other As family members by supporting and encouraging And helping examples of behavior I encourage Hey and motivate Hey others to make our cast and guests feel special would accessible resource to help mine three months and fellow cast members open we Share information openly examples of behavior I will give everything to communicate with people who speak other languages ​​I would give due recognition to mine( 3248)tennis and castmates when a job is

done well and ultimately respect we treat others with attention and considerationexample of behaviors I will respect the opinions, ideas and feelings of others I would do everything to avoid influencing others negatively is I will allow others to grow and learn from yours and to sustain the resort's new missions and visions. with truly Polynesian values such as Ohana family and aloha love and cordiality Afterwards these values ​​were directly linked to the floodgateand learn from their own and to sustain the resort's new missions and visions. as diversity and openness with truly Polynesian values such as Ohana family

and aloha love and cordiality.and learn from their own and to sustain the resort's new missions and visions. as diversity and openness with truly Polynesian values such as Ohana family and aloha love and cordiality.( 3272)appropriate experience in the rich and friendly culture of the Polynesian islands the cast rephrased the process cast members at the front desk messengers and valet parking allied to create a new check sequence -in you incorporated a Lobby tour led by the cast with information about the resort facilities and an opportunity to ask questions changes did not incur additional costs( 3284) what each

guest spent waiting at the reception desk was significantly reduced as well as the corresponding waiting timeby the initiative to revitalize Polynesia in history bore fruit quickly measures of guest satisfaction improved everywhere recording an increase of 21 to 68 percent O Guest Returns have grown enough to place the property in the Walt Disney World Guest Return Walt Disney World Return Guest Rankings Violent Satisfaction ratings will increase from present in the 70 to 95+ range and the resort's costs in terms of workers' compensation and Security Accident have dropped to the lowest in Walt Disney World eg one

more statistic that says a lot about how the cast's attitude towards the Resort changed on the day bring your child to the work 1996 eightchildren visited two years ago 113 children went To see where their parents worked the use of local presentation cultures to interpret and add value to systems and standards of care(3314 )organizational is beginning to consolidate in the Lively hostel and Health Network its standards of service pretty were discussed in chapter 2 impressed with the culture of presentation broke Store others of( 3320)Disney in a Disney program institute the internal organization development consultant as

they take it easy took the concept to their organization to use it at the departmental level as we write these words Senhor da leve helped to institute five presentation cultures at lvh.me one in the private office of one of the hospital's doctors in radiology for example the team adopted a specific work-related sub-theme We create images lasting charity compassion excellence in customer service providing answers with our diagnostic tests for customers of all ages the group even created a song sung with the melody of the theme of the television show Tears the department's team interpreted the lvh's

service standards .me in the light of own work and learned and adopted the presentation tips to support the provision of care. operate the hospital's free parking service their sub-theme is we create impressive arrivals and loving farewells providing memorable first and last impressions with all groups of customers more once the team segmented the service standards into behaviors, this time they rephrased the guest experience around three segments of the arriving and parking process identification of their needs and provision of adequate assistance EA guest leaving the construction of their culture ofperformance building cultures is not a science in

fact it is a relatively mysterious process that when done well is able to unite the energy and Emotions of the full force of work in a single and focused direction anyone who has ever been exposed to a culture like this can tell me that it provided magical levels of care with the same frequency and even with still more Frequency initiatives to build cultures fail leaving behind grandiose declarations that do not reflect any existing reality despite we cannot offer a guaranteed formula for the creation of a culture of presentation we can offer some site in the

evolution of the process in ao disneyworld If you pay attention to work thatproduced new cultures of presentation in the Polynesian Resort and the rabieswe hostel and Health Network e will see that the implementation initiatives were carried out in three phases and firstly new visions and missions were elaborated to align the work force with the unit of business in a more powerful way in second place the values ​​connected with the vision and mission were identified articulated and linked to behavior at work and finally workforce received carte blanche to realize the vision of quality care which elaborated

six tips for the construction of cultures one keep it simple Everyone should feel at ease with the culture leaves( 3401)space for individuality EA personality two make it be Global all people including administration must adhere three makethat is measurable Creed specific guidelines and incorporates them into the performance evaluation process and 14 provides training and coaching incorporates elements of culture into employee training and to continued performance coaching encourage peer coaching five request feedback and ideas from team with a sense of responsibility and Espada the bank of creative ideas allowing the employees contribute to the show and six

recognize and reward performance Develop the motivation of employees through formal and informal Recognition and reward programs to create a new vision and mission capable of uniting all people who work in an organization or business unit doesIn the sense that everyone or at least a team that represents everyone is part of the initiative, they need to define their work in relation to customers and the theme of service and decide what role exercised in the realization of this theme as an example thinks how the mission of Polynesia is similar to the theme of Oi's care Rose and

at the same time unequaled the team also needs to take it in considering how employees relate to each other and to customers in the pollination the cast decided to be a family and customers became guests and friends for the whole )life at last they will need to break the ties and dream of what units would be if he became what they want to be this optimistic mentality make it the basis of Visionshared for the future the creation of a set of shared presentation values is intimately linked to the establishment of vision and mission. Precede the

mission AND vision and others suggest the opposite anyway the creation of shared presentation values ​​is an essential element Based on which actions and behavior of employees will be guided to identify the values ​​should also be done as a team the team needs to take into account the values ​​are already applied in the organization and which values ​​are necessary to support the culture and how efficiently they will satisfy the needs of customer service Like the cast of Polynesiathey should also think about How to link values ​​to actions by ending behaviors that reflect the values ​​and how

these behaviors will be measured the final phase of building a culture of presentation is to give employees the freedom to start put into practice. They should think about How to achieve this mission and vision how their work affects the provision of care and how can improve this service see the example of reformulation of the check-in process at poli Ninja employees also need to start the endless work of translating mission and strategy in action and to practice Behaviors that reflect the values presentation only then will the work build a culture of presentation begin toproduce the results

tips for quality care cause a memorable first impression first impressions are lasting impressions start get the right messages work the potentials and new since the first contact communicate first heart AND the soul of the organization your Heritance values ​​service themes and attendance patterns are more important than the paperwork associated with new hires use employee mentoring sessions to communicate the Cult EA Visioncontact communicate first heart AND soul of the organization your heritance values, service themes and attendance standards are more important than the paperwork associated with new hires use the sessions ) guidance of employees to communicate

the cult EA visioncontact communicate first heart AND soul of the organization your heritance values, service themes and attendance standards are more important than the paperwork associated with new hires use the sessions ) guidance of employees to communicate the cult EA visionura organizational Speak the language of service dress for the service your appearance AND the way you speak transmit an image to the customer Make sure that your appearance is language reflect your brand of quality service determine a set of presentation tips presentation tips are generic behaviors that ensure employees know act with courtesy and respect the

individuality of each customer they make up the reference line to provide and measure the performance of the act quality build a culture of presentation cultures of presentation are sets of behaviors specific to the place, terms and Values ​​that direct and improve the role of an employee in aspecific business unit they use values, missions and shared visions to help the workforce use and customize service scenery magic or Disney was a magnet )Oscars he was nominated for academy awards on 64 occasions an absolute record and won 32 statuettes also the highest number in history after going on

stage a few dozen times to receive the Oscars has probably started to become a bit of a routine activity for the other but the first he received in 1932 Without a doubt must have been a great emotion that high year received the first prize in the new category best animation by flowers and trees or the same name as the movie series Simple eyelashes and the first animation producedusing a new process of registration of images in color called tecnocolor the innovative use of colors in an animation was the main reason why flowers and trees was such

a sensation between the audience as for the critic but it became remarkable for another reason the course to demonstrate the possibilities of the scenario as no other animation had ever done in it two young trees fell in love but the Happiness is threatened by an envious rival in this case the gnarled trunk the old trunk sets fire to the forest to separate The Lovers but ends up himself consumed by the flames the forest back to life and young lovers marry the scenery of trees and flowers and the music of mendelssohn and Schubert communicate the story

to the audience in truth the settingin this case the forest that would just be the background of another animal suddenly turned into Film like every m938 World and Disney studios won two other awards from the academy of that once one of the studio's influences, the multiplane camera received an award in the scientific and technical category and the first film made with this camera also from the silly symphonies series titled the old Mill won best animation the multiplane camera represents another big step to transmitting the full potential of the setting And allowed Disney animators to outperform

what bob Thomas biographer de turn called the essential superficiality of the animated film the camera could be pointed and moved by stacks of celluloid films and plates of( 3588)the same way as via a and in fantasy we should not lose sight of reality explained the audio the year 1940 marked the launch of fantasy and the innovative use of the scenario for another one instead it gained prominence marching brooms flowers and mushrooms danced fantasy it also revolutionized the use of sound an important element of the scenario. microphones and the reproduce via a corresponding number of loudspeakers

the Audi received an Academy Award for important breakthroughtechnical but the outbreak of WWII closed foreign markets to fantasy and the costly audio equipment needed to properly present the film caused owners of United States cinema United States reluctant to show Lu Fantasia cost 2.2 Million Dollars more than four times the average cost of a feature at the time I am on the first release when it was released two decades later in the 60s, the film quickly captivated the public and was proclaimed a classic of animation to insist on.2 Million Dollars more than four times the average

cost of a feature at the time I am on the first release when it was released two decades later in the 60s the film quickly captivated O public and was proclaimed a classic of animation to insistcia Dewalt that animated movies must be believable to the audience to be effective has been translated directly into the Disneyland setting You might think Walt's idea for the former Theme park was immediately greeted with applause But this was not the case in the late 's as it grew more and more intrigued by the creation of its own kind of park

of entertainment he I received less and less support for the ideas roi his brother and longtime business partner and holder of the company's portfolio did not see financial merit in this risky and huge leap beyond the current business and were reluctant to finance the idea in 1952 got tired of waiting and with its characteristic motivation to follow forward without therest of the company he company to AD Enterprising and financed With loans that had as guarantee their insurance policies and sale of the summer house in Palm Springs he too kidnapped between "the best remedies of Disney

animation studios hiding in empty offices and workshops around the property to work in the park as the people who designed and built the Disneylândia came from the animation side of the business they treated the scenarios as an integral part Is important to the Park from the beginning Disneylândia would be the Vivo movie that the guests would experience when interacting in it and as in the animated films to materialize This vision the audience would have the opportunity to fully immerse in the experience every detail of the scenario would need to sustain the story they asked aloud

why he has the so much so that everything looks realistic remembers the imagine Earth Wind waker He answered that what we wereselling Was a belief Good morning and in the story being told And if the escape plan was not credible people there would buy looking back now foundation of the Dewalt mentality is of course the public didn't just buy the idea Disneyland fell in love with it the disney's theme parks role was revitalized in the mid 1980s When Michael Eisner took over( 3672)the command of The Walt Disney Company as didn't have much knowledge about Building

theme parks but knew how to create captivating entertainment he was an executive of the movie industry and de drying Malta explains asking mine who led the Disney construction project around world for months every time via Yuki's acronym developmentof unit planned in a plan I am convinced that he thought he meant to say drugs used by producers but he brought with him a Complete understanding of what Disney is of what is the strength of what it represents the world you all know the market maxim real estate location location location used terribly exaggerated as a key to

success problem to say quickly it became entertainment entertainment entertainment he was systematic and relentless two weeks after he assumed the new function but he suggested the construction of a hotel with the shapes of Mickey it's not viable but for the Disney folk at the disposal of the newly hired if I bet big flag a brand new game on termsThe sniper vetoed plans to build two new but architecturally mundane hotels on disneyworld was a bold move that put at risk a long-term relationship with a valued civil construction partner yet another maneuver that paid for the Disney

World Dolphin hotel with 1514 rooms and the disneyworld hotel with 758 rooms replaced the hotels canceled designed by internationally renowned architect Michael Grace they created a new setting pattern at UOL Disney World Swan and Dolphin signaled rebirth in Disney architecture soon best architects in the world signed contracts to work for the company at Walt Disney World resorts Such as the Grand floridian WilderLord the boardwalk the Yacht Club and Beach Club designed by Robert and Store have taken the scenario to a whole new level our hotels have become experiences entertainment wrote a sniper in his book

work in Progress for more successful that our hotels are artistically the simplest tribute to it.es come from our guests to date the occupancy rate in each of them reaches more than ninety Percent the highest in the world I have to provide assistance if you ask the entrepreneur typical how your company serves customers they certainly mention to people and processes the topics of the last and next Chapter respectively as the major systems of delivery but the idea that the environment of an organization can somehow provide care is more obscure a scenario can actually do Something and

if so how it would be used to provide care in the truth, the scenario can account for both physical and psychological aspects of care in the developed for example themany attractions in which cast members help guests get in and out of toys but most of the service experience happens during the stage tour on days ) today with the expansion of e-commerce we witness a transformational transition in the provision of physical assistance to employees to the scenario after all when you enter internet buys books and anyone of the apparently 1 million other products and services available

online you are served by one scenario this is the site where you are shopping for the majority of e-commerce transactions Customers( 3768) are the only human beings involved in the sale the scenario and electronic processes are providing the service Employees are involved in the creationof the website and after that in the delivery of requests the use of scenario to provide the psychological aspects of the service is also common for all organizations regardless of whether they are aware they transmit messages to their customers through the scenarios. In which they operate imagine a luxury car dealer and

a used car dealer now imagine a theme park and a car party. street and a designer clothing retailer and an outlet store in each of these pairs people are buying the product similar cars entertainment and clothing the case( 3789)scenario in which they buy says a lot about the quality of products and services not to mention the price they are willing to pay for the factit is simply that everything animate and inanimate communicates something to the clients not Only everything has something to say but also influences the clients the messages transmitted by the scenario change the

perceptions of the Customers in relation to the products and services we sell As said R buckminster Fuller one of the most original thinking inventors of the 20th century and the creator of the geodesic dome in which the Epcot spacecraft with 55 m high it's based you can't change people but if you change the environment where the people are they Changed all that to say the scenario is a critical element of the cycle of quality care and that it is vital that the scenario be designed and managed to transmit messages to the E then serve them

effectivelyA Short definition the scenario is an environment in which the service is provided to customers all objects in that environment and the procedures used to improve the maintenance of the environment and the ) objects of service stated in a simpler way the scenario is the stage in which business is conducted in ao disneyworld the main scenario is the Resort within Morro the expression if originated in Disneyland where the audio built a wall of Earth around the property to physically delimit the borders by asking for external distractions such as roads, buildings that could interrupt the movie

Vivo that he was creating I don't want the public to see the world they live in while they're in the park on that high I want them to feelthat are in another world the stark contrast between the world outside the hills of Disneyland and the world inside led cast members to begin referring to be at work as you are and a brief stroll through disneyworld is enough to see how every detail is taken seriously set components architectural design Landscaping and lighting colors signage design floor orientation surface texture Floor landmarks and internal and external detail orientation

plates music ambient sound smells expetour around the disneyworld to see how every detail is taken seriously scenery components architectural design Landscaping and lighting colors signage design floor orientation surface texture of the floor landmarks and guidance plates internal and external details music ambient sound smells expetour around the disneyworld to see how every detail is taken seriously Scenery components architectural design Landscaping and lighting colors signage design floor orientation surface texture of the floor landmarks and guidance plates internal and external details music ambient sound smells expeTactile Experiences and Flavors Like You Probably Have you noticed the setting is

not restricted to physical properties. same as applies to telephone answering systems that request reservations and ask guests' queries AND Disney Gift Shop at Orlando airport the scene also extends to other areas of the bus business and elaborately themed monorails also communicate messages of service to guests according to the definition the setting also includes the Hey guys, high up in Gold This includes the furniture in hotel rooms the utensils in restaurants the trees and the flowers on the property And of course the attractions in the parks all the( 3872)second visit how many occurrences of a poorly

designed scenario would be enough to scare away a guest forever These are questions for few organizations want to know the answers finally o scenario includes the work of maintaining and improving the environment and the objects within it to the most well designed must be continuously maintained and improved the toys must be subjected to good maintenance the rooms must be cleaned, plants well cared for and etc. a poorly maintained setting reveals as much as a poorly designed setting ifit all sounds like a lot work is true it's a lot of work creating practical magic it implies

a great commitment and a fragile business Totally Dependent on attention to detail see how the Imagine John Lennon describes it It is interesting to note that despite all the success the theme of the Disney show is something quite fragile just a contradiction a stimulus out of place to link the experience( 3897) from a particular moment Place a sign written on brown paper with a marker pen saying stay away take off the costume of a cast member and let him wear jeans and a T-shirt and replace the melody of the game at rock put artificial grass

here alok a rudela employee it really isn't it takes a lot to screw it up What is the formula of our success isattention to infinite details the little things the small insignificant Minute points that others do not want to devote time, money or commitment to our organization Disney is as we have always done and has been the formula for our success we will probably explain it to outsiders at the end of our next two decades in the business a organization that does not need more explanations about the setting is Stitch Jefferson Genre Hostel based in

matéria lose Luciana with Jefferson a Non-profit hospital with 525 beds started its own journey of quality service at the Disney institute and used the experience to implement a wide variety of improvements in their setting.committed with the theme of care providing care and comfort is our highest mission the hospital implemented a series of design changes in everything from the gardening of the properties to a 3932)new project for the intensive care unit ICU the team started to use the operation in the vicinity and take a minibus to go to work so that patients and visitors could use

the hospital car park when a new car park was built it was designed so that guests did not have to walk more than 35 Steps before meeting a staff member the ICU of the Jefferson estud is an example of care provided by the setting for This intensive care area of ​​20 beds with Jeffersoncreated two rows of 10 rooms along a wide hallway almost the entire front wall of each room is glass with privacy curtains that can be opened like a door allowing x-ray devices and other bulky equipment can be brought close to the patient to

an x-ray developing station in the unit so that the films can be processed and analyzed on site counters and offices were installed along the inner walls of the ICU rooms everything the Nurse needs to care for the patient is found at x-ray devices and other bulky equipment can be brought close to the patient to an x-ray developing station in the unit so that the films can be processed and analyzed on site counters and offices were installed along the inner walls of the ICU rooms everything the nurse needs to care for the patient is found at

x-ray devices and other bulky equipment can be brought close to the patient to an x-ray developing station in the unit so that the films can be processed and analyzed on site counters and offices were installed along the inner walls of the ICU rooms everything the Nurse needs to care for the patient is found at one or two steps away so that nurses can keep in constant contact with patients the traditional nurses' station was redesigned into a series of counters with telephones and computers located on the other side of the glass wall of the patients rooms

nurses are almost always within sight of each other in 1992 care for patients AND efficiency of operations incorporated into the East ICU scene Jefferson were awarded the your design Awards Annual ICU Design Award by the Association of Health care architects a fondation of Critical care medicine e American Association of Critical care nurses Imagination more engineering equals to imagine it's impossible to talk about scenarios inallow a few minutes to comment on Wall Disney imaginary the word Imagine Oi coined by Walt himself when Questioned about Disney's success He replied There is no secret in our approach we

keep advancing by opening new doors and doing new things because we are curious and curiosity keeps leading us paths we are always exploring and trying we call this process ( 3992)imagine Harry the combination of creative imagination and technical knowledge imagine when also one of The Wall Disney country's business units with More than 1,6,000 employees the division based in San Diego California is responsible for creating all resorts, theme parks and attractions real estate developments custom entertainment points for different locations and Disney's new media cyberspace projects when you marvel at the attractions of Walt Disney World with

its detailing special effects is Paying tribute to the work of ( 4013)Walt Disney World service topic the Vice Chairman Maurice sklar for an answer to this question complexwhen he created a list of set design principles that he called the Mickey's Ten Commandments they result from the process of imagining and what I learned from my top Walt Disney mentors and Johnnie Red explain Marilyn They set the stage for the rest of this Chapter the ten Commandments of Mickey first Know your your audience before creating a setting Develop a solid understanding of who use the 2 get

under the skin of your guests this is never forget the human factor evaluates the scenario from the customer's point of view experiencing as a customer three Organize the flow of the idea think of a scenario as a story and tell your story in a sequential and organized way, incorporate the same and logical order into the design of the Movement of Customersfour create a mini take borrowing from silent movie jargon the word winne represents what the audio there is a visual magnet tree it represents the Visual framework used to orient and attract customers 5 use visual

language the language Not always is composed of words use the languages of color and shape to communicate through through scenario six avoid excesses Cris surprises no bombard customers with information let them choose the Information they want whenever they want 7 tell one story at a time mixing several stories into a single scenario can be confusing create a scenario to each big idea eight exist contradictions keep the identity each detail and each scenario must support hehe the EA missionidentity organizational 9 each gram of attention to provide a ton of pleasure provides the greatest value to your

customers creating an Interactive setting that gives them opportunity to exercise all their senses and 10 keep it up Never surrender to complacency and always keep your scenario with the commandments of imagine in mind we make for two important uses of the scenario capacity of transmitting messages to customers and their use to guide the service experience transmission of a message with the scenario as guests move from one attraction to another in the develop new stories are told these stories or themes change from a show toa ton of pleasure provides the greatest value to your customers by

creating an interactive setting that gives them the opportunity to exercise all their senses and 10 keep it that way Never give in complacency and always keep your scenario with the commandments of imagine in mind we make for two Important uses of the scenario the capacity to transmit messages to customers and its use for 4069) guide the service experience transmitting a message with the setting as guests move from one attraction to another in the when developing new stories are told these stories or themes change from a show toa ton of pleasure provides the greatest value to

your customers by creating an Interactive setting that gives them the opportunity to exercise all their senses and 10 keep it that way Never give in complacency and always keep your scenario with the commandments of imagine in mind we make for two important uses of the scenario the capacity to transmit messages to customers and its use for 4069) guide the service experience transmitting a message with the setting as guests move from one attraction to another in the when developing new stories are told these stories or themes change from a show toof opportunity to exercise all your

senses and 10 keep it up Never surrender to complacency and always keep your scenario with the commandments of imagine in mind we do for two ( 4072) go from one attraction to another in the when developing new stories are told these stories or themes change from a Show toof opportunity to exercise all your senses and 10 keep it up Never give in to complacency and always keep your scenario with the commandments of imagine in mind we do for two ( 4072) go from one attraction to another in the when developing new stories are told these

stories or themes change from a show tothe ability to transmit messages to customers and its use to guide the service experience transmission of a message with the scenario as guests move from a attraction to another in acting developing new stories are told these stories or themes change from a show tothe ability to transmit messages to customers and its use to guide the service experience transmission of a message with the scenario as guests move from a attraction to another in acting developing new stories are told these stories or themes change from a show tothe other or

from one park to the other it extends to hotels and restaurants the setting plays a fundamental role in its realization when it sustains and extends the story being told it is sending a message is one of several examples of this can be seen at the entrance of the magical kingdom when arriving at the main gate you present your ticket and enter the park passing through turnstiles logo in an open-air Lobby with telephones and toilets and as soon as you pass the name enter one of two tunnels that lead to the minister's main square, the walls

of the tunnels are covered posters announcing the attractions you will find when leaving the tunnels even in the early morning you can smell the freshly made popcorn in carts positioned near the exitof the tunnels the Experience of entering the park was Designed to remind guests of the pleasure of entering a cinema the ticket office EA the Globe turnstile the corridors that lead to the )exhibition with posters featuring upcoming attractions and even as stories change the scenery too must change Disney World is famous for the beauty of its landscaping but no one it's getting in the

face and The Haunted Mansion would say it's well looked after while guests wait in line to enter the attraction they see each other on an awning that blocks the strong light )from the Florida sun they pass an abandoned cemetery in which the leaves are left where they have fallen from the trees and the plants are wild and appropriate due to the lack of light within themansion dust and cobwebs are seen by everywhere it's not easy to maintain this level of design in the park buys dust in 2.5 kg bags and sprays it by Attraction with

a kind of vacuum cleaner the spider webs are made with a special liquid and are formed by means of a secret process the visors on the property also make good use in the messages of the setting Wilder store is located next to the contemporary resort but the modern world never imposes itself on the setting of the Lorde's western American guests can't see what it is the view is deliberately blocked they enter the Lot along a winding road flanked by tall pine trees and filled with old lampposts and a sign indicating a point ofcrossing courses pass

directly through the Main Lobby and exit the building you will have A wide view of a wild lake reminding guests of the open spaces and natural wonders of parks nationals of the United States so you don't have the impression that they say you can control everything Look at the Spanish moss that grows in the Pinheiros the property it does not grow in the West of the United States but as much as the gardening team tried they could not prevent it from growing in Florida and had no other option than to bow down to Mother Nature

a Disney is not a The only organization that tells stories Each organization tells its own stories that are unique to its customers and these stories must be sustained and extendedby Scenario and brings waterhouse coopers pwc eg power of professional services headquartered in New York sends a captivating message to potential employees borrowing the concept of or Disney World largest accounting, auditing and consulting in the world pizza Won if it delivers 155,000 people globally and uses a internship program to attract more than 1000 of the best and brightest College students a significant portion of Nilce's sneakers ends

up working full-time for the company in such a way as to convince students to accept invitations to program is an important requirement to attract and retain the best new talents available that's why apita has opened uptook the Disney World scenario concept as well as the training of the Disney institute to the game and even 998 to the end of April if Completed its annual internship program leading the entire All tennis gang to disneyworld for 5 days of training and fun they called Discover the nag instant success among students the program conveys a convincing message about

how the pizza came if it values ​​their potential the tour seems to sum up what would be an exciting end of training program training and fun what they called Discover The nag instant success among students the program conveys a convincing message about how the pizza came if it values ​​their potential the walk seems to sum up what would be an exciting end-of-the-end internship program(41training and fun what they called Discover the nag instant success among students the program conveys a convincing message about how the pizza came if it values ​​their potential the walk seems to sum

up what would be an exciting end-of-the-end internship program beginning to end Kevin taxed print from Lee University the idea of traveling in Florida in the end demonstrated a huge commitment It was clear that the Bible is skilful if it recognizes that its greatest asset was the individual the program has been maintained since then to further prove the point since since the Discovery Danette started the train acceptance rates continue a go up and in 1999 a survey conducted by the universe International revealed the theory was considered the most emotional employer among 180 companies by 3 thousand

and one hundred students from administration of 46 universities other( 4206) organization that has students among its customers is Wesley dollar vest delwar a private college with 1.800 students affiliated with The United Methodist Church after participating in a seminar for the council of colleges independence of the Disney institute Wesley administrators decided if to benefit more from the scenario during sessions conducted to introduce potential students and their families to delaware's oldest private college founded in 1873 we needed to help admissions staff to do more than to point to a building and say This is the science building

explains Lorena they are vice president interim academic issues we needed to tell a durable During our campus tours the nova the presentation session is not much longer than the old one but includes a new route and itineraries elaborated according accordingwith the Doctor are about to show the University Life to the students for example the tour now starts at the amphitheater where the college graduation ceremonies take place and the potential students get a glimpse of where they can be four years later at karambiri where science classes are held the admissions guide tells the story of n

already Canon a famous astronomer who taught at college ) invented the identification system of stars used to this day and in the Community School on campus which offers educational programs for children in the region, aspirants and teachers have a good idea of Field experience they can get without needing to leave campus no Wesley the scenario is helping to sell the College to studentsWith potential to better understand the messages sent by the scenario is to visualize a store of which you are a customer or better even visit it, go to the entrance and look for signage

and the landscaping what impression these elements convey about the business that carried out inside the building enters the building Look at the entrance, it is clear to which way to go the environment is clean and( 4261)organized what he says about the company continue to observe the scenario going through the process of making a purchase at every step Think about what the scenario is informing you now go back to your organization analyzes it as if were one of your customers and repeat the exercise what your scenario tells your customers sometimes look through the eyes of a

customer demand an adjustment ofperspective Disney imagines are famous for wearing knee protectors and crawling through parks to experience them from a child's point of view the next time you walk less that this from the magical realm Note how the windows of the shops are tall and extend to the ground they allow children to see that it is exposed with the same comfort as adults as John Lennon stated you tell a story through the setting How to tweak the details an organization cannot give customers a believable message about quality care unless it is not supported by

each detail of the scenario a can overflowing with garbage or a dead plant can erode a message about the quality of your product oattention to your customers in a single glimpse a sign with letters missing the misspelled words reveals something about you your customers a linked site if not leads some or a internet page that is not properly loaded broadcast a negative message when you are telling a story your customers make sure that the scenario is broadcasting messages that reinforce your story How to guide the combined experience the setting can do much more than simply

make an impression on the(43from the internet that is not properly loaded transmit a negative message when you are telling a story your customers make sure that the scenario is transmitting Messages that reinforce the your story How to guide the combined experience the setting can do much more than simply make an impression on the(43from the internet that is not properly loaded transmit a negative message when you are telling a story your customers make sure that the scenario is transmitting messages that reinforce the your story How to guide the combined experience the setting can do much more

than simply make an impression on the the customer's mind it can also be used to help customers during the service experience indicators in the scenario explain what teeth are and where they are going signal changes and give instructions when scenario components are used to instruct customers we say they guide the guest experience anyone who has ever visited the magical realm knows that )theme park was built around a roundabout or Junction Central Junction a common element of Disney parks the design came to Florida directly from Disneyland where Disney used it for the first time to guide

guests This is the Disneyland Junction where you can enter all fourminutes explained the audio to his future biographer Bob Thomas during a visit to the park in 1955 before the inauguration parents Can sit in the shade here if they want in how many children visit their children. places is a plan so that each environment would leave directly Entroncamento knows when you go to a large exhibition you walk and walk until your feet hurt I always happen to me I )I don't want feet hurting here they make it that people get tired and annoyed I want

her to leave here happy they can visit the entire place without walking more than a few Km o Entroncamento design Dewalt does more than ease Feet Tired feet he also directs guests in the magical realm of Walt Disney World to an entrance to the park that conducts theguests Amen Street of Man Street is only possible Going in one direction straight ahead in the direction of Entroncamento which offers direct access to each of the areas of the park and acts as a stopping point. return Central to the flow through the whole body Stopping on the Junction

one can see a reference point the castle of Cinderella the most visible structure of the Park the castle attracts the guests back Amen Street to the heart of the sea he is the most important Vini of all the magical kingdom visual rhymes guests can also move from one area to another in the magical realm and when the position they experience another concept borrowed from the world of movies a solo Cross type transmission Pros de sol type transition is used forlead viewers of a movie from one scene to the next Disney usenet News explain how this

works in parks a ride from Man Street to adventureland is a relatively short distance but the visitor life itself a huge change in theme and history so that the transmission is uninterrupted there is a gradual fusion of color foliage Sound music and architecture themed to the soles of the feet always a change in the pavement that explicitly says that something new is about to come the smell can also be an element in a dimensional transition of the type Cross of sun with the warm breeze of summer you feel a vague and sweet aroma of Flora

and exotic spices when you enter the advent Helena when all these changes are experiencedthe transition crossover is complete the spaces between any two distinct areas and other Peripheral areas such as parking lots and waiting rooms are especially important places In which the setting is( 4392)used to provide customers usually have low expectations in these intermediate areas and small investments in effort can result in exceptional impressions the Entroncamento Central EA transition crosses of type are two great examples of how the setting Guide guests at Disney World but there are many other signs in the setting That direct

guests the Landscaping is an important indicator of targeting and signaling is a guide Obvious the color can also give directional signs byexample the ice cream carts in the park are usually blue indicating a treat refreshment the popcorn ones are red indicating a hot treat the universe he of Chicago faces defendant Cicero the Fish is a very well rated medical complex with 639 beds located in Chicago's South Side in 2000 and West news and World report ranked it among the top 15 hospitals in the country and as the best in the state customer Disney institute Will

See has evaluated every detail of the service experience and expanded its definition ofdoctor very well rated with 639 beds located in the south side of Chicago in 2000 and West news and World report ranked him among the 15 best hospitals in the country and as the best in the Customer status of the Disney institute Will see them evaluated every detail of the service experience and expanded its definition ofdoctor very well rated with 639 beds located in the south side of Chicago in 2000 and West news and World report ranked him among the 15 best hospitals

in the country and as the best in the Customer status of the Disney institute Will see them evaluated every detail of the Service experience and expanded its definition ofas operate and where cast members can move freely and prepare to enter the stage both are part of the set as a whole the first and best reason to keep the hours stage and separate backstage here anything than the tooth and best experience quality care by pure definition harming no guest in a hotel need to see the laundry or the electric central most restaurant customers considered the daughters

of dirty dishes a unappetizing vision. Secondly, it is an unnecessary expense to design and maintain backstage areas in the same patterns of stage areas with effect expensive lighting equipment and delicate decorative objects does not have much chance of survivingin corridors where metallized cars and forklifts transport materials, finally, the presence of customers is a distraction for employees working behind the scenes a electrician who fixes a circuit breaker )burnt out i can't pay attention to guest equally important staff need a place to relax it's important to give cast members a real break you won't see movies playing

or Disney music playing in cafeterias in areas of rest on property staff Cast members go to these places to eat and rest They're not working in the magical realm of separation of stage behind the scenes of meticulous planning built in a swampy area where a water table rises.finds on the surface of ground is very or very close to it the park cannot afford to have basements instead ground needed to be raised for the ground floor of site could be used for the Electrical energy installations gas water telephone etc. the public area of ​​the Park was

built on the raised surface in the first using the backstage areas of the ground floor is call a user like Disney calls a corridor of utilities users are areas of work so they are clean practical built with materials like concrete blocks and painted colors like gray )and green and institutional that you won't see on stage Unlike it is But above The hallways run in a straight line and are designed for membersof the cast to reach their destinations as fast as possible using the user over the magical realm for example cast members can invest their fantasies

and reach any point of )park in a matter of a few minutes That way there is no need to worry about the pirate appearing in the futuristic that die and leaders are connected to other backstage areas Above from the surface these areas are often located only a few centimeters from the stage areas. But thanks to the use of visual fences guests never see them in the master for example the side streets often end in an appropriately decorated gate or Portal with the polite sign indicating an area restricted to cast members on the other side of

theporta is the environment that looks more like the Background of the supermarket or a factory than a theme park the view from the side of the park and nothing for the design of the setting itself if a building needs a second floor to block the view it is built the Volkswagen Group based in wolfsburg Germany that borrowed its backdrop from waldisneyword to create a release( 4745)memorable at dealerships for new beattle incorporated the distinction between stage behind the scenes At Volkswagen Marketplace the ideal design for its dealers around the world a aspect of the project the

Marketplace it was The construction of a backstage area for the salespeople this is a place where they can leave the stage to rest or eat it is alsoused as meeting and training area and salespeople need a place to relax a little bit without seeming rude to customers so we move These functions backstage tells Bill that i like jehova Volkswagen America North we want to control our environment like Disney sets the standard World design helps us control and reinforce the experience we believe ) that the customer wishes to have with all the Disney emphasis on the

Separation of the stage and backstage areas of the scenery are so ironicNorth America we want to control our environment like Disney sets the world standard in design helps us control and enhance the experience we believe the customer wants to have with every Disney's emphasis on the Separation of the Stage and backstage areas of the scenery are so ironicNorth America we want to control our environment like Disney sets the world standard in design helps us control and enhance the experience we believe the customer wants to have with every Disney's emphasis on the Separation of the stage

and backstage areas of the scenery are so ironicthe discovery that the guests wanted to visit the backstage it turns out that they had great Great curiosity to know how stories of or tell the other came to life in response to numerous requests( 4774)To take a look behind the Curtains Disney has created a dozen behind-the-scenes tours that are naturally meticulously programmed in the same way as onstage entertainment. customers want to see how their products and services are meticulously created and behind the scenes can be that missing element to Improve the customer service experience Group Volkswagen also

fulfilled the desire of its customers for a look behind the Behind the scenes of its dealerships the company understood that the purchase ofa new car only takes a few hours and that car owners probably have spent much more time than that in the service department while not has in the cars as a result )customers want to feel secure that the service component of the purchase provided in the dealership's funds is as pleasant as the sales component provided in the in front of the manufacturer of automobiles incorporated this warranty in the scenario of only ideal dealership

let important elements of glass design open Marketplace was to open sales area to service area in this way new buyers can see the dealership's service areas and get an idea of where they stayed during maintenance visits and see the carsnew ones being prepared for delivery on purpose the sales process has been designed to benefit from that uninterrupted connection between sales and service when customers buy cars they are taken away on a tour of the service area and introduced to the concessionaire's service consultants maintenance of the scenario, we spent most of this chapter describing elements and

principles of the scenario that are used to be covered during the design and construction phases but we have one more important topic to discuss before we move forward with setting maintenance after creating the perfect setting has the work of not starting having a perfection that continues as long as the scenario is used maintenance means more than just maintainingthe Clean setting also means protecting it from damage and preventing Deterioration from use after Field experiences on stage and in Backstage the Institute's facilitators ask you to show guests estimate The size of disneyworld's last maintenance the answers vary

a lot but the correct answer is always a surprise more than 55,000 people keep the Walt scene Disney World this occurs because maintenance is an integral part of each cast member's Role from Michael he going through all hierarchical tiers you'll never see a cast member go without do nothing when you see garbage on the property's floor or ignore a physical detail of the parks that needs repairs is part of culture to maintain or say Olympus and the habitit goes back to Walt himself when I started working at Disneyland he told my wife used to say

but because you want to build an amusement park They're so dirty i said I'd leave the Precisely my question so that it's not dirty too Oh of course a large team dedicated exclusively to maintenance at the hearing in another they work 24 hours a day to keep the scenery of parks streets are cleaned daily toilets Every 30 and horses on my Street but you need to be present at the time to see any of its natural by-products o Fantasized cast is never too far away maintenance technician are on hand to make sure all attractions are

lost smoothly during the daythe team grows to hundreds after parks close and scheduled maintenance and repairs are performed maintenance represents a significant expense in any large organization and should be incorporated into )scenario whenever possible when journalist Scott Fiction visited Behind the scenes of the magical kingdom he was impressed with the technology employed to maintain the environment based on data received from Weather Stations a software from next com determines How much water each of the 600 zones of the property needs cIn the scenario whenever possible when journalist Scott Fiction visited behind the scenes of the magical

realm he was impressed with the technology employed to maintain the environment based on Received data of Weather Stations a software from next with determines How much water each of the 600 zones of the precise property cIn the scenario whenever possible when journalist Scott Fiction visited behind the scenes of the magical realm he was impressed with the technology employed to maintain the environment based on received data of Weather Stations a software from next with determines How much water each of the 600 zones of the Precise property cEach of them has up to 10 individually watered beds

when a message arrives from gardeners that a flowerbed at D a Disney MGM Studios is drying the horticulturist increases the volume of water( 4889)supplied nightly when a torrential rain hits the property Max's system with Adjusts When less about 50 automated sprinkles that can be adjusted at the level of the hundreds of inches are scattered across the property and connected to the network every dawn at 1:25 am We download the data from the control unit and the spread across the properties says the horticulture administrator Scott Shoes the IOS asio.sys manage the timers that control 50.000 sprinklers

the show team also daily tours the property in a van equipped with a laptop in e mobile modem diagnosing and solving problems In the system one of the structures the world's most most sophisticated large-scale irrigation in the process of water the image and throughout the property the cast and maintenance technology combines to create a continuous and focus. 4914) uniform and keep the setting in perfect conditions as a consequence the setting supports the improvement of the guest experience and provides quality care tips for quality care define your scenario the scenario is an environment in which the

customer service is provided to all the objects in that environment and the procedures used toimprove maintaining the environment and the objects of care Tell your story through the scenario feel the service experience of your organization in the customer's skin observe and criticize the scenario and Align your messages with the service story you want to tell Guide the customer experience with scenario Review the directional aspects of the scenario make sure you that the physical layout in the organization or site or telephone system the design of interiors and the signage keep customers on the path of quality

service communicates quality service to all five senses customers create impressions of your company using all senses transmit your service message appealing To the vision hearingsense of smell and touch Taste whenever possible separate the stage from the backstage identify business functions that do not involve customers so that they do not interrupt the provision of customer service staff a space behind the scenes to rest and relax in Keep your backdrop with uniform effort and comprehensive use the design process To incorporate maintenance into the backdrop it croche all the employees to Maintenance initiative The Magic of process a

boy and a garage was so that many legends of ne began and it seems Apple computer amazon.com e cisco Systems all started in the garage of its founders' house o Disney was also a kid in a garage in 1920 at 18 years old the tall had the first glimpse of animation in quenzas would be bought he drew characters that were used in Advertising films shown in cinemas locations in what would become a personal trademark the audio became )feel limited by the primitive technology used at work and because I am himself and the leader of the

company Ivana Cláudia to improve the quality of one-minute ads of the company he has arrived to convince Mr. Claudir there to borrow a stop-motion camera which he took to a studio that he and Brother Roy built hastily in the family garage the resultof the loan were 30 feet 91m of strip mocking the terrible conditions of paving the streets of dogs. Siren I was sold the film at 30 cents per foot ring meter Company the audience liked so much the batch animation that he was hired to produce one a week thus born the animation series neuer

take to the Grammy And shortly thereafter What founded a new company to produce it -them Alert or serious movie this company would not survive for a long time but I came back had become an animator alone at night working in the garage the loud and without a doubt did not think a lot about the process in these first animations the images were drawn, cropped and placed on a background imposes whose purpose was to simulate movement and photographed on filmresulting was(5,000) coarse withshallow characters one-dimensional and Claro sound and color were still students away from the high

that day simply a theme and made enough drawing to create the number of party M needed but if you asked the young animator to articulate C and he would have described processes the mental process of telling the story of the film And the physical process of making the film The Self was using the to offering entertainment in the 1930s the role of process in the creation of animations in Disney was already much more explicit in the rapid expansion that followed the success of Mickey Mouse Walt could no longer remember every detail of every animation in

production or make every decision himself needed to formalize an approach to the daily operations of the company.way he began to elaborate the processes that would produce and offer the Disney entertainment brand before that audio and artist Hugo Aires leaned over a table in a room and created a script of continuity and art for an animation they left with the work completed and delivered it to the team to Be animated and produced now the animations were produced using team creative process without the dominion and a flexible production unit was created in which a director supervised the

project as a whole a stylist created the Tom AND the atmosphere a screenwriter counted the story of an artist drew the first illustrations rudimentary characters entered stage their voices and Created and refined bodiesthen a raw film was produced combining the sketches of the story and the soundtracks during the work the team the alto and other people analyzed thought argued and contributed with light ideas and this was just the beginning a huge volume of work as the layout animation the soundtrack and the filming was still ahead the Disney process has not tamed the( 5051) animation as

any creative endeavor it continued with the optics and in agreement with the process participants always dynamic despite constant attempts EA by the persistent and not build an organization in the The strictest sense of the word he built was a loosely unified group of talented people with specific capable skillsof working together in patterns in constant change They did it with minimum command and maximum dedication what the top wanted was the greatest creative effort Not the most efficient change wrote in front of Thomas and oil Johnson 229 Elders who were known disney animation supervisors during that Golden

era of animation What's funny is that this description sounds exactly like the )structures that so many companies try to create today the audio have built a flexible organization around a process-based structure is not easy to simultaneously organize the work and instead of smothering the energy And stimulated creativity to be able to do this in a niche business as animation was even more common this is one of the reasons thebiographer Richards arrive wrote that any young man is willing to try to enter a business like this should remain a permanent tribute to his obstinacy the fact

I'll say among all men who have entered animation having managed become a great tycoon several have managed to earn some money with Time should be a tribute to their excellent organizational skills when designing Disneyland the Tall took the same process orientation that applied in the studio to the physical world but with an important difference to making an animated film the process created a finished product that could be viewed over and over without the need for additional work in a theme park each process would need to berepeated continuously and results in the same Product each time

it is actually a strange process industry instead of refining the oil or mixing chemical substances it produces(5105 )entertainment the audio What is the key to provide quality care in a live film means designing a defect-free process by repeating perfection there was a big advantage working with repetitive processes that resulted in a standardized product and the seniors noticed it immediately he told a reporter the park means A lot to me is somethingaudio What is the key to providing quality care on a live film means designing a defect-free process by repeating perfection there was a big advantage

working with repetitive processes that resulted in a standardized product and the seniors noticed it immediately he told a reporter the park means a lot to me is somethingaudio What is the key to providing quality care on a live film means designing a Defect-free process by repeating perfection there was a big advantage working with repetitive processes that resulted in a standardized product and the seniors noticed it immediately he told a reporter the park means a lot to me is somethingthat will never be finished something I can continue developing keep tweaking expanding it's Alive This is a

vivid and vibrant thing that will need change when you complete an Animation EA moves to technicolor the work finish Snow White is a finished job for me I just finished the live action movie it was completed a few weeks ago it's over no there are more to change there are things in it I don't like but I can't do nothing about it I want something alive something that can grow the park that's it I don't only I can add things like even even the trees continued to grow Here the guy is getting more beautiful every

Year and the park improves as I find out what the public likes I can't dothat with a movie it is finished and immutable before I can find out if the audience likes it or not the audio could adjust in detail the Disneyland processes as I wanted and it was what he did applied this continuous improvement initiative to the entire park, he wore old clothes and a Labrador straw hat and walked incognito through the Jacques park Nunes which at the time was supervisor at the frontierland remembers having been monitored around during one of these visits to

which he had visited hangout attraction and timing the ride the boat operator had( 5150) rushed the tour that ends in 4 minutes and a half instead of the 7 minutes that should have warned you would like to watch a movie discover that the cinema omitted a roll in the middle of themovie asked do you have any idea how much these hippos cost I want them to see And not take a hasty ride because a guy is bored with his work Jack and the audio they took a tour together and talked about the adequate duration the

boat pilots started to use timers to maintain the perfect speed weeks passed until one day I came back came back he did Django's ride another four times with different drivers at the end he said nothing only got a good show and followed his Path continuous improvement is still part important part of Disney culture if something can be improved and it is done disneyland Paris was Originally called Eurodisney but for europeans the target audience the wordEuro denoted currency and Commerce and it did not create the intended image in the minds of guests and was thus improved

when the Disney Store network began to take off at the end of the years 80 Michael Eisner started visiting stores newly opened on weekends the voice mode He studied the details they removed substandard products that analyzed the lighting presentation )The service experience from the guest stand point of view in front of dwells finished president of or Disney to insist that stores adopt standards of service and offer employees training along these lines do traditions the two executives knew that they built a successful network demanded a standardized process that could be transplanted everynew store and that had

to go with the name Disney I learned a long time ago that if the boss cares then everyone matters declared eisner the initiatives of process development and continuous improvements to pay and still 991 the chain had 125 stores that generated a turnover of more than 300 million dollars the process and combustion processes in the broadest sense are a Series of actions changes or functions combined to produce a result they combine human resources cast and physical scenarios in various ways to produce different results a car is produced using a process that combines parts and labor in

specific sequences in a assembly line an appendectomy is performed using the process thatcombines the medical team and an operating room in a sequence of actions all Organizations can be seen as a collection of processes a process produces some result as a product )or service in fact more than three-quarters of the service provision in most sectors and institutions are based on processes and as the essence of quality service delivery is critical special attention to the processes in the service cycle of quality of processes are the policies the tasks and procedures used pcare in fact more than

three of the provision of care in most sectors and institutions are based on processes and as the essence of quality care delivery is critical of the special attention the processes in the service cycle of quality of processes are the policies the tasks and procedures used pcare in fact more than three of the provision of care in most sectors and institutions are based on processes and as the essence of quality care delivery is critical of the special attention the processes in the service cycle of quality of processes are the policies the tasks and procedures used pTo

provide the service Now we are talking about the steam engine of the train of the quality service cycle if that engine does not work no matter how friendly by a driver or with attractions the balloons the train will not leave its place and the passengers have not paid the tickets the processes move the train of quality service we can take the Railway analogy a step beyond and talk of the operation of the engine of the train, the engines are driven by the combustion of a diesel engine or gasoline works by internal combustion the fuel is

burned inside the engine and explodes and moves the pistons in a steam engine combustion takes place outside the engine in a boiler that creates pressurized steam which in turn moves Options service processesthey are more similar to steam engine the combustion is and tenderly for guests with regard to quality service the combustion produced by the guest represents the best type of combustion when the guests move an engine we know that the process is properly aimed at their needs when the service processes work smoothly the main combustion points are controlled guests are satisfied and the quality service

engine ​​runs without choking. However when the service process fails the combustion point is out of control guests get angry and the unless your problems are resolved, combustion points can change easily into Explosion pointsthe identification and control of the point of combustion constitute an important part in the provision of care Through the process the best way to identify key points of combustion is to study your guests complain where they get lost during the service fronts What are the common problems they get in I fall in your organization the answers to these questions are the expressions of

combustion combustion expressions are important indicative for the process issues that you need to deal with to think about magical service Let's analyze some common combustion expressions it is taking too long anyone who has already waited in line at the post office or at the supermarket knows what food it indicatesshe tells us that we have a problem with the flow of the service experience that needs to be solved nobody knows me answer all we already found guests who were thrown from one place to another )searching for an answer to a question When you hear this it

means That the communication process between cast and guest is having a problem my situation is different to create a standardized process it's an excellent way to serve the typical guest but the guest that doesn't fit the profile the standard When you hear this it means that the process itself is not capable of adapt to certain guests i'm stuck in a dilemma finally processes are not foolproof sometimes they may just Not work as plannedWhen you hear this it means that the service process needs repairs these combustion expressions are not uncommon there the development you have probably

also heard it from your customers ) happens because these four examples concern universal problems of the service process the flow of customers communication between employees and customers with special needs and deficient design processes are typical flashpoint in attendance and we will devote the remainder of this Chapter to look into more details How to prevent them from becoming points of burst guests flow these fibers are long too disneyworld guests hate long lines This is the most criticized problem in theme parkson the opening day of Disneyland a Day what Disney later called do is the guest flow

was a fiasco counterfeit tickets turned it should be an event only for guests in the agglomeration of a crowd while the volume this side of 33 thousand guests filling the park all streets within a 15 km radius of the entrance were congested one of )the first issues addressed by the audio after Black Sunday was how to better manage those long queues Queues pose a problema crowd while the volume on this side of 33 thousand guests who crowded the park all streets within a 15 km radius of entrance were congested one of the first issues addressed

by the audio after Black Sunday was how better manage those long lines queues pose a problema crowd while the volume on this side of 33 thousand guests who crowded the park all streets within a 15 km radius of Entrance were congested one of the first issues addressed by the audio after Black Sunday was how better manage those long lines queues pose a problemde service process hinders flow of the guest experience if you operate a website the service flow may be impeded by pages that take too long to load or by site's ability to handle spikes

in customer activity if you operate a Manufacturing company the flow may be blocked by a given assembly task or by a shortage of a part or ) an inefficient machine no matter what is the service to the specific producer being delivered the waiting time is the enemy we all fight the solutions to the eternal problem of waiting time tend to be included in three distinct categories to minimize the waiting time we can not only use the product operation or the service but also the flowof guests at disneyworld all three solutions for the service process were

implemented using the operation of the product and service means to manipulate the use of its resources to minimize the wait think about the possibility of giving your guests access to your facilities before or after the usual you can also reduce the waiting time by selectively extending access )how to make some services available before other OAB key areas sooner in relation to the rest of the organization Another idea is to provide differentiated access to the best guests that way you can ( 5380) same time reward loyalty and reduce waiting times a program designed to use the

if it unfolded is calledsurprise mormons in days selected the magical or epic realm and Disney and Skills opens an hour early for guests staying at Resorts owned by this group of valued customers get a chance de visiting parks when they are relatively empty and the program also helps to reduce the number of guests visiting parks during peak hours if The nights represent another solution for the flow of guests this night program charge a symbolic value for access to the new most popular attractions once again access to popular toys after Normal time reduces demand at peak

hours and the reduced price of tickets helps to control the cost of extended operation the rock drop program a third example ofuse operation in case services related to food areas and retail stores are opened before the rest of the Park guests can enter before making shopping to prepare for the day and for the preferred toys once they are opened , optimizing the flow of guests means allowing guests to manage their movement alone through the service experience these techniques are designed to give guests the gift of time they give guests early choices about how to enjoy

the time before they find themselves stuck waiting they also include instructing guests about the benefits of certain choices and continuously monitor the flow so you can provide us Accurate information in theat disneyworld guests are informed about the options before arriving at the park entrances best-selling official vir vai to parks guides offer suggestions to make the most of your holiday at Disney the concepts and guides offered in rooms also include several tips for the guest Enjoy a visit to maximum a resource available in a Central point of the Walt Disney parks( 5434)World This is the tick

post or table of Tips idea developed by the cast the tick-borne lists the main attractions of the Park informs an estimate of the waiting time in time real in each of them regularly updated allow guests to plan their activities in the parks and minimize the time spent in queues waits are slightly overestimated a shorter wait than expected is preferable to a longer one grinders or rescuers also play An important role in helping guests manage their visits these cast members are dedicated to provide information and guide guests about the various entertainment options at the parks. otherwise

unavoidable in a service process to maximize the guest experience and minimize downtime.cast members are dedicated to provide information and guide guests about the various entertainment options at the parks. another unavoidable way in a service process to maximize the guest experience and minimize downtime.cast members are dedicated to provide information and guide guests about the various entertainment options at the parks. another unavoidable way in a service process to maximize the guest experience and minimize downtime.oforto is possible to accomplish This feat by testing products and services and making sure that waiting times are Minimized before offering them to

the public, it is also important to inform clearly the waiting times at the beginning of the process and as mentioned above do your best to stay within of the estimated maximum time you can instruct and prepare the guests to transit with efficiency by a process And during the spheres using the opportunity to instruct to inform and entertain you can also measure this time and make sure your cast members know how this affects the guests on at disneyworld the cast reviews of this introduce the team to new attractions and help to reveal process flaws before the

arrival of theguests snixx are pilot tests In which a unlimited number of guests can try new attractions which further refines the process before the grand opening in a similar way outboards of the parks each attraction in form the waiting time the care has Freedom to decide whether or not to enter the queue and finally we make sure you incorporate the theme and the entertainment own queues cast members are trained to entertain and amuse guests waiting in line and scenario designed to make the spheres seem no longer for example as guests wait to join the Muppet

Vision 3D hands-on show at Disney MGM Studios they are entertained by a 12 Minute pre-show Muppet characters whothey move move around a series of televisions giving hints about the show that is to come factors that affect guests' perceptions of waiting times a Disney institute customer(5503 )University of Chicago House and fills up conducted a survey with patients about expectations regarding waiting time, although some waiting time was inevitable for most patients addressed in the study brings or less comments about Time and more about it the hospital dealt with waiting three important dimensions related to patient care are

access patients want access to care that are frustrated with voice mail difficulty scheduling and restrictions respect patients express agreat need to be recognized and treated with dignity and communication of information patients express fear of not being completely Informed; all this is just a sample of tactics employed to combat the dreaded audio queues sewer The Battle Against Waiting Time is ongoing despite the most recent initiative the service makes it easy that Disney may have finally won the war launched in 1999 the fast pass is an innovative computerized system of reservations when guests arrive at an attraction

through it can choose between the conventional sphere in the queue or )pass your entry ticket and a turnstile which in turn generate Valid ticket for an hour they then go and at the specified time andthey pass through a short and exclusive line that leads directly to the pre-show or the boarding area of the Attraction. more empty shopping or stopping to eat while waiting to enter the attraction identify waiting in line currently the system is being used in 19 and of the most popular attractions in the four )Walt Disney World parks and is a success among

guests The process is being refined to be more widely implemented in ports laughing told me Corporation based in Simons centers Island Georgia is a Disney inspect customer who is committed to working to reduce the lead time in their administration process.orders subsidiary of Rich products Corporation Largest family producer of frozen foods in the United States already this Park is one of the leading producers of frozen seafood for snacks with more than one thousand Associates in production facilities in Georgia and Texas the company has a large customer base that includes Supermarkets Wholesalers restaurants and customers in the

area ) feeds and processes between 50075 thousand orders annually over the years however the i-tec order process started to get heavy the orders of customers passedfrozen and for snacks over a thousand Associated in production facilities in Georgia and Texas the company has a large customer base which includes Supermarkets Wholesalers restaurants and customers in the food area and processes between 50075 thousand orders annually over the years however the ordering process of i-tec has started to get heavy with orders from customers passedfrozen and for snacks over a thousand Associated in production facilities in Georgia and Texas the

company has a large customer base which includes Supermarkets Wholesalers restaurants and customers in the food area and processes between 50075 thousand orders annually over the years however the ordering process of i-tec has started to get heavy with orders from Customers passedorders from customers passedorders from customers passedby various information systems developed at different times the obsolete systems were integrated but were unable to create a continuous flow and used employees needed to access several systems to locate the orders and there were points in the process where the orders were stuck in the company knew that a reformulation

could improve Service and increase profits a multifunctional team of 25 Associates )das Impact who visited the Institute to study quality service and creativity rethought the request are administered from the initial contact of the customer to delivery, billing and payment they created the integrated and less complex information system capable of eliminating pauses by processing requests in acontinuous flow at providing Customers instant access to order information at anywhere in the process and eliminating errors in issuing invoices the new ordering process will reduce flow of SIC orders here in a few days it also solves a common problem

among food product companies by monitoring variations in stock and prices in real time eliminating invoicing errors with the Goal to Produce Perfect Invoices The Each purpose of creating the perfect process of Receiving potential new students is the goal of a 15-member team at Liz New high-quality from North Carolina a private educational institution with 600 students known for its performing program The Wendel which is a city in the Northwest of the stateembedded in the Appalachian Mountains the Centennial they mcmurray is the most prominent college in the Mississippi River basin after participating in the training of the

Disney institute the Institution decided that the big three( 5620)reception programs that run every year for potential students and their families needed to be rethought there was nothing wrong with the way we lived conducting our sessions reception explained the vice president of enrollments and student development she wake up they were nice and helpful but did not provide a wow a memorable experience for our guests To incorporate some of the )in the program The reception team decided to expand its vision of the process by evaluating the entire experience of the guestfrom arrival to visit the college to

completion of the program then they used storyboards a technique and in the next chapter to reformulate the program in three phases in first the team refined the stage of preparation for the visit by redesigning elements such as directions to arrive on campus descriptions of the area and program that guests received by mail in second place they improved the arrival stage and began to receive the guests even before they set foot on the campus by using techniques such as sending a representative of college to receive and greet families when they arrived to the hotel and for

yes, the team has revamped every part of the campus experience giving the atmosphere a funfair to thereceptions now how many guests move from one place to another around the campus? They Find new attractions in each.These attractions are both fit and entertain guests even the program menus have been adapted to include the kind of food you would find in an amusement park a 5662)long reception process the institution more control over the guest experience embodies fun the process of choosing a college for prospective students and also important ensures that I arrive The time to make the choice

Lins in Korea is still in their mind communication between the cast and invited when the three in the afternoon parade starts this is a common question of( 5673) guests people delete so often that Disney Universe uses it as an example in the tradition program and it is also used in the Disney Institute osguests who ask this question are not looking for a ready answer What guests really want to know at what time the parade will arrive at a certain place where it is the best place to see what the path is actually the only wrong

answers the question seems to be three in the afternoon or some observation of a Corsa answering the guest's questions one regular task at all the organizations the level of effectivenessguest questions a regular task in all organizations the level of effectivenessguest questions a regular task in all organizations the level of effectivenesscia and efficiency with which they are answered exercise is important in the way guests perceive experience in the service. looking for an answer to what should be a simple question the only factor varies is exactly how long people put up with before they completely lost their

patience for it a flash point happens if turns into the explosion point in a property the size of or Disney World and with an annual guest list of millions of people effective communication with care a critical element of the provision of the service and a large part of this communication directly from the cast to the guests the tips ofDisney presentation and wants among the cast members, seeks to have contact with guests Listen and answer the questions and offer assistance but it is not enough simply sent the cast to help ( 5714) they must have the

information necessary to perform this task in this way to a wide variety of care processes or stop the cast to give us answers We are invited these processes are designed to provide the right information in the right way at the right time some of the techniques aim to disclose information throughout the property they include information that all members cast must know about autism another a weekly newspaper Snipers is a way in which information is communicated throughoutthe property it has a greater circulation than that of many small newspapers 60 thousand copies that will be distributed every

week fast facts pocket cards are printed and delivered from( 5734) so ​​that cast members have at their fingertips information about new attractions and special events in the past the corporate intranet has also been used Michael eisner sends periodically amidst cast members informing 55k members about all attractions and features of property is an important process when all-star and Disney movies are very guest-oriented. demanding was preparing to be open to public luck organized a presentation session and invited all disney cast members World your families and friends plus snacks drinks and character presentations The resort staff made sure

your Castmates learn about the new hotel by creating a contest each guest received a map with the location stamping along the route of the visit they handed over a map at the end with tokens for the prize draw techniques that involve observing a colleague( 5759) more experienced at work also known as job-shadowing can train a cast member over other areas of the property when Coronado Springs Coronado Springs' Buffet and Convention Services staff Disney Resort 15 publicize the hotel they have planned unconventional snaps a convention during which High performing cast members all over the world.disneyworld were

C and a day was spent learning about that the Resort had to offer tennis exhibitions are also held periodically and give cast members a chance to show their( 5774)best practices for the entire organization and Disney has a central information archive at the audio New Old Library and research Center the library and research center that includes more than 3,000 Disney-related books and a collection of clips communicated to statistical press and other publications for the exclusive use of the cast also to techniques designed to convey specific information to )cast members who perform in each area of ​​our

parks and their eyes they help avoid information overload by offeringDetailed information for cast members of each specific location but not for the cast in general some of the location-specific techniques are simply shortcuts of the techniques applied in the company as a whole the thousand members of the bus service receive the biweekly newspaper Buzz and newsletter and the cast of retail stores receive merchan Who enjoys a series of collectors similar to quick facts cards that feature a Disney character on one side and a curiosity about the character in addition to politics and procompany as a whole

the thousand members of the bus service receive the biweekly newspaper Buzz and newsletter and the cast of retail stores receive merchan Who enjoys a series of cards ) collector similar to quick facts cards that feature a Disney character on one side and a curiosity about the character in addition to Politics and procompany as a whole the thousand members of the bus service receive the biweekly newspaper Buzz and newsletter and the cast of retail stores receive merchan Who enjoys a series of cards ) collector similar to quick facts cards that feature a Disney character on one

side and a curiosity about the character in addition to politics and proprovisions of the other other communication techniques specific to the place are elaborated to The paint presentation culture for example cast members receive updated information by participating in black meetings in what they are known on the property as I am bad or study rooms when realizing that the cast members who started work between shifts sometimes failed to receive important information the cast from Landi's attraction to Epcot's villain took the Romero concept one step further they will move on to filming the daily meeting and creating

a backstage area where all employees could watch there before And speaking of backstage areas it is almost impossible to go through any of them without seeing the ubiquitousNotice board the backstage communications board Backstage communications board discloses a great deal of information about policy changes and procedures increasing improvements anticipated guest counts and Overall business presentation similar to electronic boards to breaking news the electronics on this display board have been positioned for cast members to Read messages before joining on stage few of Disney's processes to improve communication between cast and guests are complex and not by coincidence

It's not high technology of communication methods but the effectiveness AND depth with which the team is prepared to help customers actually the lessI try money but spend on communication better after all it represents an administrative cost instead focus provided the critic and memorable presentations in the simplest possible )of course sometimes the simplest method of communication is also a high tech let's look at the example of Crown Castle International Corporation based in Houston Texas since its founding in( 5856)1994 watch there has been fighting for 1st place in the wireless communications industry with an aggressive series of

acquisitions in July of two thousand and this Disney customer and if what already owned and leased more than 11,000 Wireless Towers and ranks 68 of the largest wireless communications markets in the United Statesninety five percent of the population of the United Kingdom and ninety two percent of the Population of Australia's largest independent world owner of shared infrastructure wireless communications acc then you have an infrastructure construction contract with telephone operators and services television and radio broadcasters and/or what we need wireless networks as that this one did grow expanded its vision to very beautiful rental of Towers

to ready-to-use wireless systems services that have become A benchmark of excellence in the sector customers watch if they can choose signed a contract for a complete network or for any part of it this range of services to the international nature of the business and therapid addition of acquired assets resulted in a singular problem of communication between cast and guests to attend if they needed to help their technical staff to provide Uniformly and reliably the full range of complex services Regardless of your location after discovering that all your customers had a different definition of what it

meant turnkey service watch What's up )yes started to map every detail of each product offered and service provided basically they created process modules the Engineers could combine to create customized solutions for each customer taking all processes necessary and by segmenting them into definable areas and steps we formalize our approach to the provision ofservices by companywide explains or John Kelly process modules guide employees through the design and implementation of the service package and ensure high quality of expedited service and Live link a component of the corporate intranet of the cphone because offers a long litany of

options that do not fit your specific need And do not provide instructions for talk to a person as you acted You may have randomly chosen one( 5924) option the side of the rules some key waiting to be transferred to a human being or you may have simply turned off how you felt with this service experience when you see yourself stuck in a telephone system impassive you are experiencing a care process that simply does not work for you it may work for most people who Use it But this is no great comfort for those that do

not use in chapter 2 we present the idea that every guest should be treated as a see aip as Vip This is a personvery important and very individual recognizing and incorporating the individual needs desires of guests is one of the ways in which disneyworld achieves its second priority of meeting the standard of courtesy aiming to achieve this goal to a series of Processes aimed at guests whose needs cannot be satisfied by the existing ones known as special attention processes in care for two key ingredients in the creation of effective care processes non-attendance in the first

place must have appropriate resources so that the guest experience is good in the availability of these second place( 5956) resources must be informed to the cast and to the guests, let's see in more detail how it develops it extends thespecial attention in serving three groups of guests who do not always fit the standard profile foreign visitors small children and guests disabled guests foreigners the global organizations of today often serve an extraordinarily diverse customer base at disneyworld approximately 25 percent of guests live outside the United States and although all guests go to Disneyworld for fun foreign

guests bring with them a series of expectations different behaviors and needs for example non-English speaking guests will have difficulty reading the )plates without mentioning in understanding the 15 and other guests if you visit the somedegrees during the summer release with frequently large groups of children Brazilian inseparable and wearing shirts of Vibrant colors Brazilians tend not to want ice in drinks and as rate service is usually included in Brazil accounts also tend not to tip in Brazil people like to travel in large groups and stay together often speaking and singing in voice tall as you can

imagine when a group of happy children Dry and noisy singing in Portuguese if the cone in a row can be a disturbing experience for other Guests and cast members culturally predisposed to want more personal space to better serve the Brazilian guests, members of the Portuguese-speaking cast, arethe posts to help with visits and act as translators to pamphlets and guides in Portuguese for this audience some learn about the culture and behavior of Brazilians and finally say it(6005 ) it works in Brazilian tourism to maximize the experiences of guests and break cultural barriers to attention especially in

the service focused on Brazilian guests more than paid the investment currently they are the disneyworld second group of foreign visitors most frequent children small although children of all ages love disneyworld the parks are always designed to suit guest needs minor some attractions Are too electrifying for kids small others havecontent not very interesting for them the guests with small children also have concerns and needs different from adult guests and older children noticing these concerns led to the creation of care processes from the point of view of a child, for example what would be more disappointing for

a child than waiting in line at the Big Thunder Mountain with the family to discover that it is not self-sufficient to get on the roller coaster and what the parents do when it's their turn they must leave it here I'll wait for two(60of care processes from the point of view of a child, for example what would be more disappointing for a child than waiting in line at the Big Thunder Mountain with the family to( 6031) discover that they are not self-sufficient to get on the roller coaster and what the parents do when it's their turn

they must leave it here I'll wait for two(60of care processes from the point of view of a child, for example what would be more disappointing for a child than waiting in line at the Big Thunder Mountain with the family to( 6031) discover that they are not self-sufficient to get on the roller coaster and what the parents do when it's their turn they must leave it here I'll wait for two times in the queue so that the father or mother can take the tour there is a process to solve this dilemma one of the parents can

stay with the child While the other takes the tour to the end of ride the waiting parent can board immediately What about child too small to ride Roller coaster cast members give special certificates that they give the right to board the toy without waiting in line as soon as it is self-sufficient often small children do not have much interest in Epcot's World showcase so it was created for them the cleavage this includes an activity in each of the national pavilions created especially for children younger each also wins a booklet Of discoveries forfill in the measure

that moves from one country to another in a similar way in Downtown Disney Marketplace the boredom that almost every small child feels when adults shop is alleviated with a album of sticker stickers that they can collect me passes one store to another once more the processes of special attention in the service designed specifically for guests who do not fit in )standard profile contributes to a Better experience for guests with special needs and their companions or guests with disabilities every organization serves customers with disabilities and on days of today meeting your special needs is not only

a moral responsibility but also a legal responsibilityseveral basic principles apply when designing processes of special attention in serving guests with disabilities whenever Possible God guests with special needs normal access to your organization for example at ao disneyworld everything is done to enable the arrival through the main entrance of the attractions this way guests can stay with their companions and enjoy the property like everyone else like Not all deficiencies are evident find ways Prime translates into form in their special needs without Forcing them to repeatedly explain the at disneyworld there are three different types )Special Assistance

Passes that guests can take with them to communicate their needsto cast members communicate resources available to guests with disability to the widest possible level all cast members receive basic training and guidance to help those matched in the program Traditions In addition, Disney University offers specialized training to managers and key cast members who have high levels of contact with this audience finally inform guests about the resources available for example or development offer a special booklet detailing the available resources and providing individual assistance at customer service points to a number of available resources throughout the audio is

winding for guests with disabilities among them to excursionsin audio for the visually impaired TAM a wireless audio amplifiers presentations in sign languages ​​and subtitles for people with hearing disabilities hearing impairment package guest assistance package containing flashlight scripts pens and papers are offered at Many shows and attractions all of these features aim to ensure that guests with special needs Have the best show all organizations have customers with needs that do not fall into their standard processes when Stitch Jefferson gender hostel another Disney institute customer analyzed their patient base they realized that those da Oncology had very

different needs and desires from the maternity patients Oncology patients wanted areas ofprivate and quiet waiting where they could meet With their relatives and avoid the general public and having to repeatedly give explanations about their disease already uses maternity on the other hand they wanted( 6142)celebrating the arrival of newborns with friends and family before 10 the action with Jefferson created different processes and scenarios for each group of patients the hospital provides peace Tranquility and privacy for Oncology patients and a Festive atmosphere with extra space for Maternity patients visitors before proceedingthey wanted to celebrate the arrival of

the newborns with friends and family before 10 the action with Jefferson created different processes and scenarios for each group of patients the hospital provide peace( 6147) Tranquility and privacy for Oncology patients and a Festive atmosphere with extra space for Maternity patients visitors before proceedingthey wanted to celebrate the arrival of the newborns with friends and family before 10 the action with Jefferson created different Processes and scenarios for each group of patients the hospital provide peace( 6147) Tranquility and privacy for Oncology patients and a Festive atmosphere with extra space for Maternity patients visitors before proceedingrms for a

little bit to identify your customers who may need special attention in the service how you can improve the service experience for them and the service process debugged at the beginning of this Chapter we describe Disney's habit of continuously improving the products and services offered to guests. debug the entire service process needs to be debugged to work in accordance with the interests of the guests the decoration may sound contradictory in relative to the maximum getting it right at first but a The reality of the business of life is that it is relatively rare to be able

to do something perfectly from the start in the first placealthough we seek to create flawless organizations we deal with living systems that are never completely predictable in a second even place If we could create perfect organizations this perfection would be kept new for a short time technologies and techniques soon emerge allowing us to improve them further just ask the world's largest retailer specializing in toys and does headquartered in New Jersey terms in 1948 founder Charles Lázaros ré invented toy retail and retail in general when he created the first toy supermarket, a store that offered everything

that Any child could want by the large retail chains 6190) today's specialized retail would not exist without the business model of Mr lazarus and toys'r Us is a company of 11,8 Million Dollars with more than 1500 stores and 75 76 thousand employees You may think that Toys has a guaranteed future but the company's management doesn't think so times change and customers also in so that the company continues to Reinvent itself and its business processes it added in a mail order business when the buying trend at home it started to grow and with the advent of

the internet the company dedicated itself to dominate sales of toys in cyberspace he and 39 Toys R Us also began to reformulate 6208)guest experience in its many retail stores the company's leaders realized that Charles lazarus' toy super store was no longer as unrivaled as it had been a decade earlier and thisSo they decided to make another big bet, adds on practical magic to their sales mix after benchmarking their quality service at Walt Disney World and training a World team. 6219)Disney implementation institute Toys The os launched its new brand of on the night of Day Thirteen

July 1999 each associate and managers in North America including two thousand(6224 )Associates of the support staff National learned the fundamentals of creating magical experiences of care enchanting guests and a new vision and vocabulary of Midnight care on 14th june a magic moment occurred and each employee knew that making practical magic for the data was the new Toys R Us business in the same wayhow Toys R Us can you can recognize the realities of an ever-evolving market and continually improve your business model and processes or you can insist on believing you're right. first and stick your

head in the sand if you choose the first option continue I remember if I don't see that you scored more in this you have to say standing still is not an option or you take risks calculated to grow or from Sinhá slowly and die In other words you don't actually have a choice You still need to continue I remember opportunities to improve care processes tend to be ) originate from two types of circumstances the first arises from design flaws carelessness or the availability of technologies improved nodes in the quality of organizationsof service we take responsibility

for these problems the second type arises directly from the needs of guests or their actions let's analyze in more detail Hi today opportunities for improvement process debug failures One of the most popular features of Disney theme parks is the possibility to meet and be photographed with Mickey and all the characters. These appearances are an integral part of the guests' experience( 6265) since 1955 when Disneyland was opened for combined with everything(62The most popular features of Disney theme parks is the possibility to meet and be photographed with Mickey and all the characters. 1955 when Disneyland was opened

for combined with everything(62The most popular features of Disney theme parks is the possibility to meet and be photographed with Mickey and all the characters. 1955 when Disneyland was opened for combined with everything spending as much time as they want with the characters It is not always a simple task when studies of gastrology have revealed a Desire for greater access to the appearances of the characters and the difficulty of transposing A Big Barrier of people that quickly formed around them the experience Began to be season first came the Center that took the characters in areas dedicated

to them as Amy nihouse )the goal made playhouse and the download that could be managed for better guest experience after points to know the characters were spread throughout the parks and disclosed in guides and boards and by In order to ensure that inviting them to meet Pocahontas or Snow White or another favorite character was created the chip or chipor Carter Hot Line and information program is a phone number that every cast member can call to let guests know exactly when and where to find each character where )whether it may be sometimes decorating a process failure

requiring to cause some inconvenience is a customer like when Recall should be done for a defective product How you know anyone who has ever witnessed the public relations nightmare resulting from the mismanagement of this type of incident they can be extremely harmful to the reputation and of an organization's profits however( 6,303) a well-conducted debugging process can improve both customer loyalty and how many long-term profits the Volkswagen Group has startedthis phenomenon soon after the release of his Popular New Beetle in 1998 and held the most elaborate release of its history to Celebrate rebirth of the classic

Beetle to Present the new car its dealers the company took nine thousand employees and their families from its headquarters and North America dealership network to disneyworld to participate in seminars and enjoy the launch at the consumer was even more extensive with a marketing campaign advertised across across North America after a hugely successful launch that led to waiting lines to buy new( 6323)Beatles the company found that a wiring unit could have been installed in a way that could result in frictional heating in some cases.company was concerned about the possibility of greater At worst this could cause

a fire in a classic example of service decoration Volkswagen authorized a complete Recall and none )customer would never need to ask if his car was safe to compensate the one who understands for the inconvenience of having to return to the dealership to fix the car Volkswagen authorized A $100 voucher for customer to apologize the dealerships were authorized to spend money as they found it more convenient for the customer the company's quick and sensitive reaction saved the day not just an index of )customer satisfaction remained constant as the company ended up receiving thank you letters from

owners of my car lipstickwhich aimed to achieve annual sales of 50 thousand vehicles sold more than 70 thousand units in its first year and continues to sell between 70.000 and 80 thousand units per year how to improve obsolete processes the at disneyworld's Ticketing system is a good example of debugging opportunity arising from changes in technology the process of sale in ticket processing became extremely complicated over the decades the cast spent more time with tickets than we served guests there were 2000 native categories )of printed tickets to manage and the changes in them to send a

processing time of at least three weeks In addition the printed tickets could be used before issuance which took to the many security problems and loss of control inherent in the system the rapid development of automated networks and the technology ofsmartcards has allowed ao disneyworld to completely overhaul process a new automated ticket processing system based on some magnetically decoded credit card size 6378)implemented there are now only eight ticket categories that can be coded in an infinite number of variations and those that can only be used after the sale even better the coded cardinfinite number of variations

and those that can only be used after the sale even better the code cardinfinite number of variations and those that can only be used after the sale even better the code cardThe certificate is simply passed through the automated turnstiles at the entrance of the parks, leaving the cast free to receive. mistakes if they are left to freedom to deal alone with the results of these problems we neutralize our responsibility to create quality care experiences providing a magical experience to( 6396)the guest means solving the problems created by the guests with the The same dedication with which

we tackle the problems of care that we ourselves created in chapter 11 of wrote the initiative of decor that disneyworld cast members created to help forgetful guestsfrom where they parked their car This is a perfect example of process improvement elaborated in response to a customer's decoration project sometimes the customer problem is very small they( 6409)may have a baby carriage with a defective wheel lose the button A shirt or like any other person with a less than perfect vision well you know they lost in those screws tiny imposing to buy a pair of glasses took a

peek at the doctor and such had to disneyworld the cast members of Epcot security invented it to solve small problems commonly encountered by the guests now each of them takes with them a pocket containing the solutions for these common disorders a can of oil Lubricant a kit ofsewing safety conference and even kit to fix the glasses I'll talk Problem solved and experience of the guest improve with this our analysis of the main elements of cycle of quality service is complete we saw how to focus our efforts on the guests and discover what they want how

to create a theme and service standards and the three main common delivery systems All companies list scenario process now only needs one task the most important of all to combine all these elements to create the magic practice of quality care tips to quality service and incorporate process guidance to service provision approximately three quarters of servicethey are provided through processes that are the task policies and procedures used to provide the Service collection and analysis of combustion expressions combustion expressions are indicators of problems in the service that must be resolved Listen and analyze your guests to identify

using these questions before the combustion points turn into explosion points optimize the flow of guests throughout the entire service experience create the Perfect Service Flow Using the operation of products and services allowing guests to manage their experiences alone by managing effectively the unavoidable waiting times team your squad to communicate with guests haveQuick answers to questions is an important component of customer satisfaction provide Wow him and the right information in the right way at the right time create processes for guests who need special attention in service trade all your guests as vips very important and very

individual people identify guests who need special attention when attending as children foreign customers and persons with disabilities implement processes designed to ensure they have a positive care experience and disseminate these processes throughout the organization and by Last The Pure continuously the service processes continuously improve your service processes everychance you get Concert careless design flaws adapt new technologies as well techniques and solve the problems of your customers before they ask help the Integration magic and in the beginning )from the 1940s no one questioned the fact Woods day in the field and having become the largest animation

studio in the world the Studio staff the installations and equipment they had for( 6497) work and the production process of films combined to create the largest animated entertainment audience in history which Disney Mastered the magic of integrationbeginning of the 1940s no one questioned the fact that Woods was in the field and became the largest animation studio in the world the Studio staff the installations and equipment they had to work and the Film production process combined to create the largest animated entertainment audience in history which Disney Mastered the magic of integrationbeginning of the 1940s no one

questioned the fact that Woods was in the field and became the largest animation studio in the world the Studio staff the installations and equipment they had to work and the film production process combined to create the largest animated entertainment audience in History which Disney Mastered the magic of integrationand with that he created great films such as the animation classic Snow White which occupied the place of most profitable film of all time until it was surpassed by Gone With the Wind independently of being the result of intuition planning the high and leveraged three service systems that

all organizations have their cast the studio staff was the best in the world thanks to extensive training internal and Learning program described in opening of chapter 3 The company continuously developed competence and the qualification of its workforce the audio also took care of the creation of a classy setting for production of animated films in 1940 the company began to move to the new studio and burbank sheet the author built withhabitual attention to detail and by end as we described in the opening of the last chapter step by step and innovation Innovation can created a production

process capable of managing and producing feature films of animation when audio combined these three systems of attendance his dream of transforming animation into a respectful form of entertainment was planet was fully realized all the attention of Hollywood turned to my animations he remembered long after the Triumphant debut of Snow White was the blast and it all went back to when I showed my face here for the first time on my first debut i had never watched one in my life i saw them all those hollywood celebrities arriving and i had a strange feelingI just hoped

that one day they were the premiere of a cartoon because the and if any animation knows they remove the looked from above or when joining the three systems of the quality service once again to create the unrivaled entertainment known as Disneyland for this new type of amusement park he has hired a new breed of haunted people staff )and grumpy didn't even need to apply instead loudly insist on aligned image and permanent smile and he created the first corporate University to teach and its cast to serve guests from Disneyland the scenario was planned built and continuously

adjusted to the minimum details and as we saw in chapter 5 the Processes such as the duration of theride on Django goals were meticulously refined and executed the result with the black Sunday that day of uncontrolled opening when the crowds simply invade a new Park It was a resounding success seven weeks after the inauguration 1 million guests had already visited Disneyland attending fifty percent of the company's goals and guests will spend thirty percent Per more than expected in 1950 to Disney as they also had a turnover of five million dollars in 1955 when Disneyland was

inaugurated the turnover was 27 million dollars and in the At the end of 1959 the company's turnover had already grown to 70 Million Dollars the magic of Integration transformed the animation studiofrom Disney into an entertainment empire integration still works its magic for all of The Wall Disney Company any Spectator who has been intern watching Toy Story The Lion King or some other of Disney's countless successes has been awarded with a full dose of quality service each of Disneyland's millions of annual visitors from Disneyland to Disneyworld to Disneyland Paris and Disneyland Tokyo disneyland receives the same

integrated experience of service even though guests will undoubtedly do not describe their Holiday in those terms with the quality service building ex a scene that you'll never see your neighbors end valdisnei Rose's vacation arrived how did you ask wow parents say you need to experience the themefrom disneyworld service to believe that guy knows each other very well their service standards are children interrupt and the Grand floridian Resort That's what the culture of presentation and you need to see how They combine cast, scenery and process at The Twilight Zone Tower of terror to provide quality service

guests are surrounded by all these things but concepts as standards and service systems constitute the infrastructure of the quality service cycle and how many infrastructuresee how they combine cast, setting and process at The Twilight Zone Tower of terror to provide quality service Guests are surrounded by all these things but concepts like patterns(6612 )and service systems constitute the infrastructure of the quality service cycle and like many infrastructuresee how they combine cast, setting and process at The Twilight Zone Tower of terror to provide quality service guests are surrounded by all these things but concepts like patterns(6612 )and

service systems constitute the infrastructure of the quality service cycle and like many Infrastructureas it was evident to the customer as the person who browses the internet and effortlessly moves from one site to another traveling the planet with a click of the mouse guests can view and rate the service provided by the infrastructure so when your neighbors start telling their Wonders and in the Grand floridian or The Twilight Zone Tower of terror What they are really writing with what efficacy All elements of the cycle of Quality care were integrated to provide a magic and uninterrupted experience

to the guest integration is the keyword integration is the process of bringing together all elements of quality care to create a complete experience this is the Passing the critical end of the service cyclequality quality service is defined as paying attention to details and surpassing the expectations integration helps Identify with which details to give and which expectations to surpass How many elements of a healthy system properly integrated The result is a huge boost of progress the value of every organization increases exceeding the sum of its parts this multiplier effect occurs because the operation effective system not

only achieves its own goals but also supports and helps the goals of other systems an example themed restaurant Sprint at Wii U games Lord Resort Cafe can be )accessed from the hotel lobby and its cast dresses and acts like characters from the old west as a consequence cast does more thansimply serving meals to guests they entertain people in the restaurant with picturesque accents and actions and reinforce everyone's show. Now the cast adds value to the setting but the elements of a( 6661)system must be properly integrated it is possible to increase the effectiveness of one element

at the expense of another Carts terminate could be faster and more guests could see the show per hour the guest flow process would be more efficient But what would be the effect on the cast Not to mention the guests' ability to appreciate the details of scenario elements in a system must be aligned to work together or may harm each other which is exactly integrated and aligned to Create customer service.quality the answer yes and the service standards of the organization and its primary service systems the service standards at disneyworld safety courtesy show efficiency represent behaviors that

allow that the theme of the service is realized and the service system cast scenario process are the distribution channels used to ensure that the guests benefit from these standards in this way the goal of Integration is the delivery of the service standards of your organization through the cast process and scenario each standard service can be distributed in all three systems in the disneyworld the security guaranteed through the cast of the setting and the processes the cast is trained in the levelsorganizational and departmental and security techniques the scenario also ensures security Half the Boardwalk Inn Resort's

wooden boardwalk is supported by steel it is designed to provide access stores and restaurants along the shore and by itself the dance incorporated into the processes a possibility of slowing down and stopping attractions in the embarkation and disembarkation of guests according to Courtesy standards( 6707) spectacle and efficiency can also be distributed in all three systems of care although all three systems of care can provide each standard of care some systems that are specially best aligned to specific standards at Disney institute they are known as top attractions because ofto the power inherent in these special combinations

, for example despite the courtesy being delivered through the process setting , the cast is especially suited to provide that special touch to guests similarly the Walt Disney World show standard is better communicated through the scenario EA efficiency is often an issue related to processes the main attractions will vary depending on( 6727) service standards of your organization but you must identify them and make sure they are takenhow the standard of Walt Disney World spectacle is better communicated through the scenario EA efficiency is often a process issue the main attractions will vary depending on standards of

service of your organization but you must identify them and make sure they are takenhow the standard of Walt Disney World spectacle is better communicated through the scenario EA efficiency is often a process issue the main attractions will vary depending on standards of service of your organization but you must identify them and make sure they are takens in account and during the integration phase of the development of quality care the fact that there are Main natural attractions of integration does not means that the other care system can be ignored said that all three systems of care

must be used to realize the standards of care. Exceeding guests' expectations It is important that a process provides an efficient service experience but many customers expect faster and faster transactions today however when the cast and layout of the organization further streamline this Experience customers are often Enchanted and the integration matrix tointegration matrix will help guide you through the process of analyzing and improving quality care the matrix below is a simple diagram designed to monitor the achievement of service standards through the service system to create your own Matrix, make a table with enough lines to list

the service standards of your organization and 3 columns for the service system cast scenario process now write the service patterns on the right side in order of priority starting from the top It is important to prioritize the service patterns stop for a moment to reflect on the empty boxes in the matrix, each of them represents the intersection between a standard of care and a service systemin the first frame in the upper corner Left of the cast safety diagram are combined in the last frame in the corner lower right efficiency and process are each of these

intersections represent one hour from truth to a point at which you can influence quality of guest experience each frame asks a question user by example in top left corner question is like your cast ensure the safety of guests in the corner lower right as your processes Created a more efficient experience for the guest by filling in the answers in each frame you can create ) a complete experience of quality care the ability to design a new integrated approach to the guest experience constitutes only one of the utilities of the Matrix it can also be used

as Diagnostic tool to isolate analyze and Brainstorm solutions for failures in the service you Can adjust and detail the matrix including other parameters such as example using it to identify effective and inexpensive approaches to create moments of care and finally the integration matrix is ​​a tool( 6802)useful for benchmarking it can be used to analyze the service of a competitor or partner of the level at which you can apply the matrix also may vary it can be used at )strategic level for example you can generate broad boundaries for the Quality service using to analyze and improve

theend-to-end guest experience You can also narrow the focus of Headquarters to the departmental or process level by going back to sales, customer service or billing or further narrowing the focus of the matrix concentrating on a single time of care concentrating on a matrix frame by adjusting the focus of the Matrix, it becomes useful at all levels of organization from the leadership team sir to a group of members of the Frontline cast in charge of creating improvements in their own show let's look at the example of a specific integration matrix for( 6826)the Disney Vacation Club integration

of service in the disneyfication club launched with the opening of the Disney Vacation Club Resort today called old Key West Resortfrom Disney in October and the Disney vacation Club was created in response to the guests' desire to Own a share of energy this collection of shared risotto is a Pioneer concept( 6837) what Disney calls the vacation ownership that you alwaysee or to transcend the limited flexibility typical of the system of inserts that gives the right to use one or more( 6842) locations in periods specified by example Vacations Club members enjoy a points system that allows

us maximum flexibility to Disney calls u alwaysee or vacation ownership to transcend the limited flexibility typical of the system of inserts that gives the right to use one or several places in periods specified by example Vacations Club members enjoy a points system that allows us maximum flexibility to Disney calls u alwaysee or vacation ownership to transcend the limited flexibility typical of the system of inserts that gives the right to use one or several places in periods specified by example Vacations Club members enjoy a points system that allows us maximum flexibility to 6)use your vacation time

can use the points to visit any Disney Resort around the world plus a myriad of other destinations members can use the points by night's accommodation for difference accommodations based on your requirements in that specific period And at any time of the year this ended proving an extremely Popular program And guest demand took ) to a rapid expansion the other that luck was followed by Disney's vero Beach Resort the first Resort built away from the theme parks soon opened the Hilton head Island Resort of Disney the number one resort on Disney properties has also been expanded

beyond the old Key West Resort Vacations Club members can todayif Staying at the edges boxing there at the Wilder Lord or since 2002 at Disney's Beach Villages Club Resort you must also be strove to transcend the reputation in some questionable way the Tangere system although there are many high quality builders and operators in the sector the word fill can evoke a negative public image to create a shared participation program able to exist in harmony with Disney's Service theme and support it that you needed to Reinvent the sales experience to fit Disney's service standards to disneyworld

see how actress if you can't be used to review this initiative safety in the cast training of all property and exclusive to youin security policies and techniques security in the scenario resources for emergency care materials Insurance and emergency access and Security in the traffic flow process cast responses and plans of evacuation the first questions naturally involve the main priority of attendance of the time and the non-negotiable safety standard as the duty to guarantee the safety of guests and from the cast luckily the answers to these questions are already well consolidated at disneyworld the cast will

provide a safe experience being prepared for emergencies the Your staff receive the same ) property-wide and location-specific training received by all al Disney wall-e cast members and setting offersfire extinguishers in first-aid equipment It provides access to EA emergency care vehicles constructed with materials that enhance guest safety processes were created to ensure a uniform and quick response from the cast to Emergency traffic flow and evacuation patterns were determined just go to the next line of Integration Matrix to receive our Next series of questions this time we have the standard Courtesy provision in the preview experience as

the cast constitutes the main attraction of courtesy the duty to ensure what the cast exercise a primary role in the realization of a Cortez sales experience the company was against the Stereotype in the ta in industryseries and focused on developing long-term relationships with club members who ensure that the sales team Believe in the value of Club Associates and here the sale helps guests be also applied all the disneyworld presentation tips to guide ENEM's behavior with cast actions defined we can Start thinking about how the Mark system extends the standard in courtesy in the should be

care AND courtesy are incorporated into the setting for example in a umbrella door in the center the pre-premiere so that no guest is dist during a visit and as guests often take the whole family, the center was equipped with a playroomsupervised so that parents can concentrate on the presentation and the children are not Bored. 6953)of you never harass guests with doubles of sellers nor try to force in any other way a sale to match I'm going down one more line in the integration matrix we are confronted with the third set of questions this time we

focus on the pattern of the show and on how it is distributed across the cast of scenery and process you never harass guests with pairs of sellers or try to force in any other way a sale to match I'm going down one more line in the integration matrix we are confronted with the third set of questions this time we focused on the pattern of the show and on how it is distributed by the cast scenario and process of the time(6you never harass guests with pairs of sellers or try to force in any other way a

sale to match I'm going down one more line in the integration matrix we are confronted with the third set of questions this time we focused on the pattern of the show and on how it is distributed by the cast scenario and process of the time and starting with the main attraction in this case the scenario should be decided that each premiere center would need to reflect an atmosphere of welcoming quality detailing are features from the construction of each center the preview center on the edges or armpits for example transmit the excitement of color AND the

extravagance of a wooden boardwalk on the edge of the Atlantic in the years 1920 courtesy in cast build a long-term relationship be passionate about the product and use complimentary presentation tips in the umbrella setting for guests supervised playroom for kids and courtesy in the process a cast member of sales was invited aggressive techniques salesonly To further communicate the showo must be Extended to the Cast and Process systems the cast was trained by a presentation consultant who showed us how to keep each presentation original and interesting to guests no matter how often how often cast members

repeat every day regardless of buying in Association or not the duty be ensures that guests left with the good impression offering delicacies typical of a seaside promenade such as cotton candy caramel slightly salty I believe guests are pleasantly surprised to find out, says a marketing manager of you that one of the most difficult decisions they need to make at the end of the sales process is to choose between cotton candy and caramel show in the castsales as a presentation on stage and training and presentation the show on stage your home away from Home design by

Igor comes Maths and the show in the process to surprise the guest in end offering sweets as last action the last line of analysis of you're Attempt to build a pre-premiere experience that incorporates the theme and standards of customer service disneyworld concerns the standard of efficiency the main attraction here is the process system and one way which should ensure that the sales process is efficient is to include a member of the quality assurance cast in the process whenever the guest decides to buy a membership a member of the quality assurance cast 60 with guest and

offersexplanations about all paperwork and contracts that the guest sign in this way must be ensure that all guests and fully understand the commitment and the cost involved and that none ever leave confused or feeling pressured to buy in what should already be starting an e from the port for you to be then evaluated the Marco system of the cast and scenario E how they could provide an efficient preview experience the cast For Example was instructed to inform guests upfront the important details of a club association they explain The product quotes the cost in the association

immediately informs the guest an Estimate of the duration of the premiere process in this way must be Nowaste the guest or cast member's time Finally the How Pain House scenario was designed to facilitate the flow of guests through the preview process from now on where each guest is received in the lobby, each guest is counted to a presentation room in which the sales team presents the benefits of the association and a room next door has a mockup of Different for the eyes of the must-be this follows the physical tour by a showroom good luck and

the guest is that contact back to the center premiere and a room that provides a private and quiet space to talk about a purchase and make decisions with calm repetition in the cast provide critical purchase information since thestart efficiency in the scenario the scenario helps to increase the efficiency of the flow of guests Quiet and private room to close the business calmly and efficiently in the team member inclusion process of quality assurance at the close of the deal this completes the VC integration matrix but it is worth noting a few details before we integrate all

the elements first to to facilitate the case study we describe only some of the ideas used in you at each moment in the service in Truthclosing of the deal this completes the VC integration matrix but it is worth noting a few details before we integrate all the elements first to facilitate the case study we describe only some of the ideas used in the u at each moment in the service in the truthclosing of the deal this completes the VC integration matrix but it is worth noting a few details before we integrate all the elements first

to facilitate the case study we describe only some of the ideas used in the u at each moment in the service in the trutheach frame has a long list of actions designed to provide a magical service experience second to clarity purposes we describe using the linear form you actually can( 7083) start at any point and proceed as it is more convenient the important thing is that at the end of the process each frame has been deeply analyzed has two seeds See the complete integration matrix gives time and security to the cast training of the entire

property and exclusive to you in policies and securitytechniques security in scenario resources for emergency care and materials Insurance and access Emergency EA Safety in the Process Traffic Flow Cast Responses and Evacuation Plans Courtesy Castingbuild long-term relationships be passionate about the product and use tips courtesy presentation in the setting umbrellas for guests supervised playroom for children and courtesy in the prosecuting one cast member sales per guest and aggressive sales techniques The cast sales as a stage performance and training and Presentation of the show on stage are prohibited and the show the your home away from home

design of interiors and themed treats and the show in the process surprise guest at the end offering sweets as last action on the efficiency in the cast provide critical buying information from the start about the efficiency in the scenario scenario helps to increase the efficiency of the flow of goods.guests and the quiet and private room to close the Business calmly and efficiently in the process inclusion of a quality assurance team member in closing the business the three elements of the Moments Service magicians Bill Martin one of the News Remedies who helped design Disneyland made the

following note about his experience working with Disney Walt used to say it doesn't matter what you can't can do I want to hear what Can you do if there were 15 to Solve a problem the audio wanted to know all 15 This is one of the reasons why turns would have cost of the Integration Matrix One of the best features of the Integration Matrix is that it leaves room for more than one correct answerfor creating a great time of service when you start using the Integration matrix to develop elements of service you will see that

each intersection between a pattern of service in a service system it generates numerous alternatives you can choose to implement an idea all of them or as many as you want when I arrive time to analyze all the ideas generated using the matrix of( 7149)integration and you start to decide which to implement the 3 characteristics of excellent service moments that should be kept in mind are they high contact high spec and high tech the high contacts refers to the need to incorporate interaction to the guest's experience in general. We human beings like to have acontact a

good thing so if we create solutions that give guests a chance to participate, make choices and interact with the cast, they will connect more intimately with the experience and organization that providing high contact is a quality that can be more easily provided by cast at disneyworld When you see a cast member taking a picture of Guest and your family is witnessing High contact when you call wdw din to make a reservation at a restaurant is witnessing high contact applied to process and when he enters the playground in giant size which is Rani addition to the

kids at 27 adjer receives high contact from a scene the highspectacle refers to the need to incorporate memorable presentations into the guest experience when we choose solutions for High performance guests enjoy memorable experiences and drinks the type of race it is a month and maybe years counting the high spectacle is a quality closely aligned with the setting system so you should make sure incorporate it into the asset design( 7190)your organization's physicists Disney's Grand floridian Resort and Spa is a good example of a High espet settingit is A month and maybe years counting the high spectacle

is a quality closely aligned with the setting system so you should make sure incorporate it into the asset design( 7190)your organization's physicists Disney's Grand floridian Resort and Spa is a good example of a High espet settingit is a month and maybe years counting the high spectacle is a quality closely aligned with the setting system so you should make sure Incorporate it into the asset design( 7190)your organization's physicists Disney's Grand floridian Resort and Spa is a good example of a High espet settingacucle inspired by the great hotels of the late 19th century it is a 900-room

trip back to the victorian era in every detail supports the show we can see the high spectacle applied to a process on the Epcot program every night laser fireworks sources and music combine to create a Spectacular ending to the day in Park so pay a visit to Disney MGM Studios to see how the cast can provide the high spectacle there the street artists of the district cast injure us are dressed up and present themselves as a character you would likely find on the streets of Hollywood celebrity wannabes and whatnot even autograph hunters entertain guests while

they visit the park High tech refersthe need to incorporate speed, precision and competence into service solutions when we are successful in creating a high-tech service we give guests the gift of time we develop products and services that approach the Threshold of the possible and we often maximize profits the processes are particularly appropriate to deliver to high technology so that as you create and better processes Think about how they can be more efficient and fun with technology The new Audi 100 Ticketing system or another one described in the previous chapter is a process that incorporates the

class( 7231)technology to see high tech in a set of a ride on the Rock and Roller Coaster starring Aerosmith fromDisney and Skills vehicles accelerate from 0 to 97 km per hour or circulate for Eight Seconds exerting a pressure of 5 grams on the passenger and with five loudspeakers per Seat the guests without the impression of are being joined by the rock band and finally to see the high in action in the casting system take a behind-the-scenes look at Eric emergency Services for doctors and firefighters employ many high-tech solutions to protect the cast members and guests

of the valdisnei back to get an idea of ​​what this means think since the inauguration )of the 1971 property there was less than 200,000 dollars in losses due to structural fires the single household fire can easily overcome this high high contact valuespectacle and high tech as you explore ways to make the most of your service moments be sure to keep these three features in mind one last tool the storyboard quality service cycle tools is another effective technique the storyboard storyboard is an effective way to map a service solution and prepare a plan for its implementation

it is used throughout deu ao decane and is also a technique common in the film industry but what many of the people who use it do not know that it originated in the studios of Disney animation in the 1930s of according to the audio I am and board was invented by the animator websme one of the first screenwriters of the studio when olthey planned a story he drew it instead of writing the action in words at first he simply spread the drawings on the floor of his room but soon he started hanging them on walls

in the right order in this way the story gained a valuable visual dimension according to the legend the audio was not at all happy with innovation it had just redecorated the offices and walls disfigured in the web room stood out like a sore thumb but go back also recognized the Order and the drawings hanging on the wall and with the ease with which the whole film could be analyzed in manipulated then ordered frames of cork 1.2 meter by 2,4 meters and thus was born the storyboard a little while all Disney animations came to life first

and a storyboard and the corkboard was taken to other departments as the ( 7302)"the studio animators to design the attractions for Disneyland they took the storyboard with cycle and today This is a common technique among remedies see how they describe their use the first step in developing a world(the studio animators to design the attractions for Disneyland they took the storyboard with cycle and today this is a common technique among remedies see how they describe its use the first step in the development of a world three-dimensional is to see it in storyboards two-dimensional for each toy

Show or attraction is created a logical sequence in almost all aspects of the project are segmented into progressive sketches of scenes called storyboard panels that reflect the beginning, the middle and the end of the experience of our guests in the park, the cork boards are filled in each thought, idea and sketch that we can imagine if necessary a separate set of storyboards is developed to define the camera sequences needed for the videos or movies that will be part of the Attraction as they are submitted to the Fine adjustment process the tables are used as a

presentation tool to sell the management idea and explainthe concept to all departments of imagine that they contributed to the project evolution a storyboard completed offers us the first opportunity to experience a new toy or spectacle and do with the Idea it could or may not work as it already it should be Of course the storyboard is also an effective way to visualize and organize the service into customer service solutions generated by the integration Matrix. offers a way to map the experience from the point of view of the guest and improve diagnose and solve problems in

the proposed action before it leaves the role and is implemented in the real life see two quick guidelines for using Storyboard techniques first for non-artists don't be intimidated by the use ofdrawings a Disney has several excellent artists but the storyboard has nothing to do with the beauty of drawings its essence lies in the ability to see and analyze ideas through the eyes of its own guests two don't restrict the storyboard to drawings include swatches fabric color swatches photos text good Storm ideas and anything else That helps to convey a better image of the project, any

of these items can trigger a major innovation capable of raising the level of your service And this is how the elements of quality service are integrated in the when developing the theme of service generates standards, standards are defined and offered using three basic systems that all organizations have staffphysical assets and processes and finally all three systems are integrated and aligned This is the business behind Disney's magic brand apply our organization and Logo will be creating your own practical magic you've just completed a full loop in the cycle of quality care we've opened the curtains to

reveal How the level of quality care is created that( 7381)made Autism Rose a benchmark of excellence and with the Generous permission and help of a select group of Disney institute clients Have you seen how Business organizations education health and government applied the elements of the quality care cycle to improve the experiences of their guests or tips for the care ofquality build a service organization greater than the sum of its parts with integration integration is the work of aligning and achieving standards care through the three systems( 7396) service cast scenario process meets guest expectations with main

attractions exceeds expectations with Milestones main attractions are combinations of standards and service systems naturally compatible at disneyworld they are cast and courtesy setting show process and efficiency the milestones are the remaining combinations they can be used to fulfill the standards of service in unexpected ways(7408 )to surprise and delight your guests include the Integration matrix in your toolkitorganizational the integration matrix is ​​an expanded table that combines standards and care systems use it to analyze and manage the design and development of the service and manage all moments of truth do not service in the integration matrix each

combination between a standard and a service system that presents a time of truth in service each of them must be completely analyzed and Developed to provide a magic moment of service chose high contact service solutions(non service in the integration matrix each combination between a standard and a service system that presents a time of truth in the service each of them must be completely analyzed and developed to provide a magic moment of customer service chose High Contact customer service solutions(non service in the integration matrix each Combination between a standard and a service system that presents a

time of truth in the service each of them must be completely analyzed and developed to provide a magic moment of customer service chose High Contact customer service solutions high spectacle and high technology when analyzing service solutions look for those that meet the customer's need in terms of interaction, memorable presentation and efficiency, plan and manage the )solution implementations using storyboards use storyboards visual maps of customer service solutions to improve the implementation and [Music] And then [Music] E Ouch