Index
A
ABB (Asea Brown Boveri), 116
ABC 20/20 (TV program), 234–235, 236
ABC (television network), 109, 111, 131, 215, 223, 234, 236, 267, 269
Academy of Motion Picture Arts and Sciences, xiii, 7, 84, 135, 175
ACSI (American Customer Service Index), 271
Active noise system (ANS), 102, 178
ADHD (Attention-Deficit/Hyperactivity Disorder), 122–123
Advantage, competitive, 58, 75, 105, 212, 252
Advertising, 137, 183–184, 185, 202, 205
Albrecht, Karl, 3
Alignment, mission and vision, 50–55
“All for one and one for all” (See Teamwork)
Alliances (See Partnerships)
Altenbaumer, Larry F., 64
American Customer Service Index (ACSI), 271
AmerUs, 120
Anaheim, CA, real estate, 43–44
Animal House (film), 96
Animal Kingdom theme park, 202, 221, 267, 269–270
Animation:
cost of, 170
innovation, 3, 4, 6, 42–44, 108
re-release policy, 42–43
storyboarding, 165–166
teamwork, 83–84
ANS (active noise system), 102, 178
Appraisal, performance, 159–160, 164
Appreciation of others, 96, 155, 164
Aristotle, 157
Armed forces, resort for, 115
Asea Brown Boveri (ABB), 116
Association of Strategic Alliance Professionals, 105–106
Atlantis: The Lost Empire (film), 218
Attention-Deficit/Hyperactivity Disorder (ADHD), 122–123
Attitude and training, 157–158
Auerbach, Red, 95
Awards (See specific companies)
B
“Backstage,” behind the scenes as, ix
Bain Consulting, 62
Beauty and the Beast (film), 61, 139, 218, 221, 270
Believe, 37–124
The Cheesecake Factory, 227–228
customer service, 61–82
Walt Disney’s, 37–50, 53, 83–84
Downtown School, 232–234
Ernst & Young, 240–242
in excellence, 3–5, 7–9, 42–44, 156–159, 202–204
formalizing beliefs, 40–42
Four Seasons Hotels and Resorts, 245–247
Griffin Hospital, 249–250
John Robert’s Spa, 257–260
leadership, 37–60
Men’s Wearhouse, 263–264
mission alignment, 50–55
partnerships, 105–124
process graphic, 275
teamwork, 83–104
“Walt’s Way,” 2, 9–11, 268–269
Whirlpool Global No-Frost Team, 50, 56, 79, 95
BellSouth, 206
Benn, Richard, 22
Best practices, 215
Blizzard Beach, Disney World, 19–20
Boston Celtics, 95
BP (British Petroleum Ltd.), 25–26, 28, 134
Brainstorming, 23, 85, 93, 185, 187–189, 194
Bristol-Myers Squibb Company, 24, 72, 89, 98, 114, 131, 191
British Petroleum Ltd. (BP), 25–26, 28, 134
Broken Squares, 178–179
Brooks, Roger, 120
Brown, Hubie, 95
Browne, John, 26
“Bump the lamp,” 210
Business alliances (See Partnerships)
C
Caldwell Van Riper (CVR), 49–50
California Adventure, 267
Camp Kern, YMCA, 206–209
Candioty, Linda, 183, 226–227, 229
CAP (Commonwealth Alliance Program), 112
Capodagli, Bill, 18, 69, 142, 208–209
Carlzon, Jan, 76
“Cast members,” 8 (See also Employees)
Celebrations, 96–97, 155, 163, 172
Centers, planning, 93–94, 175–178
Certification vs. partnership, 112–114
Change initiation, 22–23 (See also Dream Retreats)
Charmel, Patrick, xii, 32–34, 38, 80, 82, 249–255, 282
The Cheesecake Factory:
awards, 277–278
as Disney Way example, xii, 111–112, 181–184, 212–213, 226–231
The Children’s Place Retail Stores, Inc., 139
Chopra, Deepak, 265
Clay, William, 129
CMA Canada, 21–22
Co-location, 93–94, 101, 102, 177–178
Coca-Cola, 109
Coldwell Banker, 65
Collective effort, 100
Commitment to beliefs, 268–269
Common focus, teamwork, 86–87
Commonwealth Alliance Program (CAP), 112
Communication:
co-location, 93–94, 101, 102, 177–178
face-to-face, 25, 73, 162, 176, 190–191
planning, 175–178
storyboarding, 171–173, 177, 190–192
Competitive advantage, 58, 75, 105, 212, 252
Complaints, 41, 53, 63–68, 72, 93, 97, 133, 209
Continuous improvement, 163
Cook, Dick, 223
Cooper, Christine, 254
Creativity:
commitment to, 10
current challenges, 272–273
Dare, 18–21
imagineering, 19–20, 111, 185, 269
management of, 170–175
project management, 170–175
teamwork, 91
“Walt’s Way,” 215–224
Cross, William “Bill,” 73, 96, 131–132, 208, 209
Cross-functional teams, 191
Crowther, Bosley, 108
Cryan, Mike, 26–27
Cultural differences, teamwork, 107, 164
Culture, corporate, 10, 22–23, 44–46
Cunningham, Judi, 151
Customer service (Believe), 61–82
complaints, 41, 53, 63–68, 72, 93, 97, 133, 209
current challenges, 221–222, 271–272
Dream Retreats, 65
examples, 67–68, 79–82, 258–260
The Golden Rule, 85
importance of customers, 62–74
leadership, 62–64
mission, 66
perception of, 76–78
problem solving, 69–72
process superiority, 48–49, 71–74, 162–163, 192–196, 275
questions and actions, 78–79
The Walt Disney Company, 4–5, 48–49, 61–62, 65, 221–222
“Walt’s Way,” 61–62
welcoming, 64–69 (See also Employees)
CustomerThinkCorp, 76
CVR (Caldwell Van Riper), 49–50
D
D’Amelio, Peter, 184, 213, 229, 230
Darden Restaurants, 112
Dare, 127–145
The Cheesecake Factory, 181–184, 228–230
creativity, 18–21
Downtown School, 234–235
Ernst & Young, 240–242
examples, 141–145
forms of risk, 133–134
Four Seasons Hotels and Resorts, 247
fun, 136–138
Griffin Hospital, Derby, CT, 250–252
hiring policies, 134–136
John Robert’s Spa, 260
leadership, 138–140
Men’s Wearhouse, 264–265
process graphic, 275
questions and actions, 140–141
short-term mentality avoidance, 131–133
support and solid fundamentals, 128–131
“Walt’s Way,” 2, 9–11
Whirlpool Global No-Frost Team, 141, 180–181
workplace fun, 136–138
Day, Jake, 47
Deegan, Marge, 250–251
Deloitte Touche Tohmatsu, 139
Denny’s, 64
Des Moines Business/Education (B/E) Alliance, 119–120, 150, 231–238
Des Moines School District, IA, 119–124, 231–238
Details (Do), 201–213
Animal Kingdom, 270
examples, 211–213
financial balancing act, 201–202, 204–206
measuring results, 206–210
and perfection, 202–206
perfectionism, xi–xii, 7–9, 61–62, 149, 202–210, 230, 274
questions and actions, 210–211
“Walt’s Way,” 201–202
DHG (Dunn Hospitality Group), 66–68, 206
DiJulius, John and Stacy, 103–104, 197–200, 255–261
Diller, Barry, 219
Dischinger Orthodontics, 10–11, 137
Disney, Roy E. (Walt’s nephew), 138, 216, 218, 221–222
Disney, Roy O. (Walt’s brother), 6, 27, 37, 106, 107, 114, 128, 138, 216, 223
Disney, Walter Elias “Walt”:
death of, 138
Disney University vision, 150
early life and career, 1, 4, 5, 37
on employees, 78
financial considerations, 6, 42–43, 106–110, 170, 202–203
long-term mentality, 42–43
perfectionism, 7–9, 61–62, 149
risk-taking, 1, 4, 6–7, 108–109, 128, 129
storytelling by, 6, 17–18, 185–187
on television, 131
training, 149–150, 151–152 (See also “Walt’s Way”)
Disney Brothers Studio, 106–107, 223
Disney California Adventure, 267
Disney Channel, 131
Disney College Programs, 110
Disney Company (See Walt Disney Company)
Disney Golf Resort Hotel, 115–116
The Disney Inn, 116
Disney Institute, 111
Disney University:
belief formalization, 40–41, 74
details, 203–204
evolution of, 152–153
origins of, 150
values communication, 114
Vision Align, 51–54, 74 (See also Walt Disney World)
Disney Vacation Club time-shares, 48–49
Disney War (Stewart), 218
The Disney Way (See “Walt’s Way”; specific topics)
Disney World, 216 (See also Walt Disney World)
Disneyland:
author experience in, 2
building, 7–9, 17, 109–110, 127–128
50th anniversary, 10
need for attention, 138
real estate for, 43–44
training for, 150
Walt’s vision for, 224 (See also Walt Disney World)
Disneyland Paris (EuroDisney), 74, 115
DisneyQuest, 181
Diversity, team, 92
Do, 149–266
The Cheesecake Factory, 230–231
details, 201–213
Downtown School, 235–238
Eisner’s mixed record, 215–222
Ernst & Young, 242–244
Four Seasons Hotels and Resorts, 247–248
Griffin Hospital, Derby, CT, 252–255
John Robert’s Spa, 261
Men’s Wearhouse, 265–266
planning, 169–184
practice, 149–168
process graphic, 275
re-creating magic, 215–224
storyboarding, 185–200
training, 149–167
“Walt’s Way,” 2, 9–11
Whirlpool Global No-Frost Team, 177–178, 180, 190, 191, 197, 211
Donovan, Tracy, 121
Down and Out in Beverly Hills (film), 269
Downtown School (Des Moines, IA):
business summary, 279
as Disney Way example, 119–124, 150–151, 231–238, 271
Drake University School of Education, 150–151
Dream, 18–34
The Cheesecake Factory, 226–227
Dream Retreats, 18–34
Downtown School, 231–232
Ernst & Young, 238–240
Four Seasons Hotels and Resorts, 244–245
Griffin Hospital, 248–249
John Robert’s Spa, 255–257
Men’s Wearhouse, 261–263
process graphic, 275
into reality, 5–9
“Walt’s Way,” 2, 5–11
Whirlpool Global No-Frost Team, 23–24, 31
Dream. Believe. Dare. Do. philosophy, 2, 9–11 (See also specific elements)
Dream Retreats, 18–34
creativity, 18–21
customer service, 65
employee participation, 21–23
examples of, 23–26, 31–34, 132, 137, 156, 158, 198
ideas, 26–30
learned behavior transference, 29–30
measuring results, 206
questions and actions, 30–31
Drees, Jan, 119–121, 123, 150, 151, 231, 234, 235, 237, 238
Dreyer, R. S., 89
Dunn Hospitality Group (DHG), 66–68, 206
DVD re-release policy, 43
E
Edison, Thomas, 28
Edison Electric Institute (EEI), 64
EEI (Edison Electric Institute), 64
Egan, Jake, 50
Eisner, Michael:
“bump the lamp,” 210
conflict with, 217–222
early life, 220
early performance, 216–217
joins Walt Disney Company, 134, 138, 219
at Paramount Pictures, 134, 219
paranoia of, 218–222
partnerships, 110
performance, 210–217
risk-taking by, 139, 216–218, 269–270
time-share pressures, 48
“Walt’s Way” rejection, 111, 221
Wells partnership, 216, 218–221
Emotional intelligence, 166
The Emperor’s New Groove (film), 218
Employees:
empowerment, 10, 26, 64, 91, 158, 161
front-line, 40, 78, 88, 90–91, 115, 153, 200
hiring, 41, 134–136, 165–166, 237, 247, 256, 264
partnership, 7–9, 27–30, 38–42, 90–91
performance appraisals, 159–160, 164
suggestions by, 27, 90–93, 98–99, 112, 116, 186, 188, 195
turnover, 3, 21–22, 207, 248, 264
welcoming as guests, 64–65 (See also Customer service; Dream Retreats; Teamwork; Training)
Empowerment, employee, 10, 26, 64, 91, 158, 161
Entertainment:
finest entertainment mentality, 3, 4, 39, 54, 223
“good show” mentality, 4, 7, 39–40, 78, 149, 152, 202–204, 267–269, 274
holistic approach to, 202–203
as mission, 1, 4, 39, 50–55, 66, 87–89, 223–224
Ernst & Young:
awards, 279–280
business summary, 280
as Disney Way example, 142–145, 238–244
EuroDisney (Disneyland Paris), 74, 115
Excellence, 3–5, 7–9, 42–44, 156–159, 202–204
F
Face-to-face communication, 25, 73, 162, 176, 190–191
Facilitator, storyboarding, 192–194
Fantasia (film), 108–109
Farnsworth, Megan, 122
Father Carl (Abbey Press), 45–46, 100
Feedback, 27, 75–76, 162, 164, 190
Felix the Cat, 107
Ferraro, John, 243
Fiat, 4
Film-making (See Animation; specific films)
Financial considerations:
balancing act, 201–202, 204–206
cost and creativity, 6–7, 170, 202–206
details, 201–204
of Walt Disney, 6, 42–43, 106–110, 170, 202–203
of Eisner, 218–222
initial investment, 1
risk taking, 6
The Walt Disney Company, 10, 216, 218–222, 221
FISH! (Christensen), 137
“Fish Philosophy,” ix
“Five Tips for Managing Creativity” (Iger), 222
Flexible Work Arrangement (FWA), Ernst & Young, 243
Focus, common teamwork, 86–87
Focus groups, 76, 79, 80, 189, 251
Ford, Henry II, 129
Ford, William Clay, 129
Formalized beliefs, leadership, 40–42
Fortune (magazine), 34, 44, 129, 132, 143, 205, 243, 248
Four Seasons Hotels & Resorts:
awards, 280–281
business summary, 281
as Disney Way example, 57–60, 64–65, 69–71, 84–85, 137, 243–248, 250, 273, 281–282
Frankl, Viktor, 157
Freeman, David, 250
Freer, Jim, 240
Frito Lay, 109
Front-line employees, 40, 78, 88, 90–91, 115, 153, 200
Fun, workplace, 136–138
FWA (Flexible Work Arrangement), Ernst & Young, 243
G
General Electric (GE), 237
General Motors (GM), 129
Giss, Richard, 139
Glasser, William, 236
Goames, Mike, 90–91
Goethe, Johann Wolfgang von, 53
The Golden Rule, 57–60, 85, 244–248
Goldman, Richard “Richie,” 262, 265
Gong Show at Walt Disney Company, 27, 28, 38, 90
Good Night, and Good Luck (film), 84
“Good show” mentality, 4, 7, 39–40, 78, 149, 152, 202–204, 267–269, 274
Grand Lux Cafe, 184
Greenleaf, Robert, 165, 262–263
Griffin Hospital (Derby, CT):
awards, 281–282
business summary, 282
as Disney Way example, 32–34, 38, 79–82, 238, 248–255, 281–282
Griffin Uncensored, 33
“Guests,” customers as, ix (See also Customer service)
Guidelines for storyboarding, 193
H
Haas, Robert, 39
Habits and training, 156–159
Harris, Kathryn, 270
Hartke, Brian, 24–25
Hewlett-Packard (HP), 271
Hierarchical restructuring, teamwork, 89–91
Higgins, Cathy, 33
Hiring policies, 41, 134–136, 165–166, 237, 247, 256, 264
Holistic approach:
to employees, 274
to entertainment, 202–203
to project management, 176, 178–180
Holmes, Deborah, 144
HP (Hewlett-Packard), 271
Human resources, 84
The Hunchback of Notre Dame (film), 38
I
Ideas, 7–9, 26–30, 46, 169–173
Iger, Robert “Bob,” 111, 202, 270
Illinois Power, 64, 98, 158, 189, 191–192
Imagineering, 19–20, 111, 185, 269
Inc. magazine, 250
Inclusive approach, 21, 207, 239
Indianapolis, IN, 129–130
Industry Week, 26
Innovation:
in animation, 3, 4, 6, 42–44, 108
customer service, 48–49, 69–72
by Walt Disney, 27–28, 172–173
leadership, 46–50
and problem solving, 69–72
risk-taking, 134–136 (See also Creativity)
Iowa State Education Association, 119–124
J
Jobs (See Employees)
Jobs, Steve, 223
John Robert’s Spa (Cleveland, OH):
awards, 283
business summary, 283
as Disney Way example, 197–200, 255–261
Johnson, Roger, 95
Jungle Cruise, Disneyland, 39–40, 161, 202
K
Katzenberger, Jeffery, 218–219, 220
Kennedy, John F., 9
Kinn, Jennifer, 104
Klein, Joel, 235
Knowledge and training, 157
Kohn, Alfie, 95
Koshima island monkeys, 29
L
Land purchases, 43–44
Laskawy, Phil, 142, 143, 242, 243
Leadership (Believe), 37–60
current challenges, 271–273
customer service, 62–64
Dare, 138–140
examples, 56–60
formalized beliefs, 40–42
innovation, 46–50
long-term mentality, 42–46
management style, 133, 134, 170, 240, 274
mission alignment, 50–55
problem solving, 84
questions and actions, 55–56
risk, 138–140
risk-taking, 133–134
teamwork, 89–91
and teamwork, 84–85
values, 37–40
Leading at the Speed of Change (Capodagli), 91
Lensing Wholesale, 41–42, 97–98
Levi Strauss Company, 38–39
Lewin, Kurt, 161–162
Licensing, 107–109, 139, 205, 222–223
Lilo and Stitch (film), 218
Limited, Inc., 65
The Lion King (film), 43, 140, 218, 219, 221, 269, 270
The Lion King 1 1/2 (film), 221
The Little Mermaid (film), 175, 218
Lombardi, Denis, 184
Long-term mentality:
current challenges, 272–273
defined, 42
leadership, 42–46, 132, 272–273
mission alignment, 50–55
people-centered culture, 246–247
Performance Learning Cycle, 155
vs. short-term, 10, 42–46, 51, 131–133, 160, 239
Los Angeles Times, 270
Lott, Thaddeus, 122
Ludwig, Doug, 85, 244, 246, 247
Lugar, Richard, 130
M
Magic Kingdom, 216
Makris, Felisha, 104
Malcolm Baldridge National Quality Award, 158
Management style, 133, 134, 170, 240, 274
Manuals, corporate policy, 86, 91
Maor, Shlomo, 166–167, 263, 264
McColgin, Jerry, 12, 24, 31, 56–57, 79, 102, 118, 141, 164, 180, 197, 211
Mead Johnson, 24–25, 72–73, 89, 96, 98, 121, 208–209
Measurement of success, 206–210
Mello Smello, 111
Men’s Wearhouse:
awards, 283–284
business summary, 284
as Disney Way example, 12–13, 96–97, 135–137, 165–167, 238, 261–266
Merry-go-round, Disney World, 204
Mickey Mouse, 4, 38, 48, 107, 108, 109, 188
Mickey Mouse Book, 109
Miner, Jon and Leah, 111
Minnie Mouse, 109
Mintz, Charles, 107
Mission, 1, 4, 39, 50–55, 66, 87–89, 223–224
“Moments of truth,” 76
Monet, Claude, 135
Monkeys, Koshima island, 29
Monorail, Disneyland, 172
Montgomery, Donnie, 98
Motivation, 272–273
MRT (Mutual Respect and Trust) Committee, CMA Canada, 21
Multifunctional teams, 84, 87–89
Murrow, Edward R., 84
Music, 175
Mutual Respect and Trust (MRT) Committee, CMA Canada, 21
N
Naisbit, John, 137–138
National Lampoon, 96
New Amsterdam Theater, New York, 140
New Iowa School Development Corporation, 151
New York Times, 108
Nielson, Kay, 175
No Contest: The Case Against Competition (Kohn), 95
O
O’Donohue, Mike, 98
Okura, Robert, 213
101 Dalmatians (films), 270
Origins of storyboarding, 186–188
Orlando, FL, real estate, 44
Overton, David, xii, 181–184, 212–213, 226–230, 238
Overton, Evelyn, 111–112
P
Partnerships (Believe), 105–125
vs. certification, 112–114
with employees, 7–9, 27–30, 38–42, 90–91
examples, 118–124
forms of, 107–109
lessons learned, 114–117
possibility expansion, 106–107
problem solving, 123
prosperity, 109–112
questions and actions, 117–118
restructuring organization, 112–117
strategic alliances and competitive advantage, 105–106
with suppliers, 3, 10, 97–98, 100, 112–119, 141, 275 (See also Teamwork)
“People First/Point” at Ernst & Young, 142–145, 239–242
Perception, 27, 32, 75–78, 222, 243, 250
Perfectionism, xi–xii, 7–9, 61–62, 149, 202–210, 230, 274
Performance appraisal, 159–160, 164
Performance development plans, 160–163
Performance Learning Cycle, 154–156
Personal development plans, 160–163
Peter Pan (film), 2
Peters, Tom, 63
Physics Department, San Jose State University, 76–77
Pike Place Fish Market (Seattle, WA), 137
Pinocchio (film), xiii, 6, 18, 40, 204
Pirates of the Caribbean (film), 221
Pirates of the Caribbean (theme park attraction), 8, 91
Pixar, xii, 111, 218, 221–223, 270
Pizzinato, Elizabeth, 244, 246
Planning (Do), 169–184
communication, 175–178
creativity management process, 170–175
examples, 180–184
holistic approach, 178–179
personal development plans, 160–163
questions and actions, 179–180
steps in, 171–172
“Walt’s Way,” 149–150 (See also Storyboarding)
Pleasure Island attraction, Disney World, 19–20, 53
Plumbing & Industrial Supply, 77, 156
Policy manuals, corporate, 86, 91
Post-it notes, 72
Powanda, William “Bill,” 81–82, 249, 253, 254–255
Practice (See Training)
Principles (See “Walt’s Way”)
Problem solving:
customer service, 69–72
face-to-face communication, 25, 73, 162, 176, 190–191
leadership, 84
partnerships, 123
risk, 133
storyboarding technique, 185, 187, 196
teamwork, 232–233
Process superiority, 48–49, 71–74, 162–163, 192–196, 275
Project management, 170–180
co-location, 93–94, 101, 102, 177–178
creativity, 170–175
holistic approach to, 176, 178–180
planning centers, 175–178
vision and idea-generation, 173
“Walt’s Way,” 8
Q
R
Rainbow Babies, 103–104
Ramis, Harold, 96
Raytheon Company, 42
R&D Division, Walt Disney Company, 46–47
Re-release policy, 43
Reagan, Nancy, 70
Real estate, 43–44
Reinforcement of teams, 94
Reinventing the Corporation (Naisbit), 137
Responsibility for training, 151–153
Restructuring organization, partnership, 112–117
Retailing:
licensing, 107–109, 139, 205, 222–223
partnerships, 111, 114, 270–271
re-release policy, 42–43 (See also specific companies)
Risk and risk-taking:
commitment to, 10
by Walt Disney, 1, 4, 6–7, 108–109, 128, 129
hiring policies, 124–126
innovation, 134–136
problem solving, 133
vs. short-term mentality, 133–134
support for, 128–130
types of risk, 133–134 (See also Dare)
Ritalin, 122–123
Ritter, Mike, 240
Roger Rabbit (film), 210
Rohde, Joe, 269
Rosenbluth, Hal, 126
Ruthless People (film), 269
S
Safety concerns, 39–40, 53, 54, 112
Samy, Regina, 27
Scandinavian Airlines, 76
Schneider, Peter, 27–28, 38, 205
School of Nursing, Indiana University, 116
Schumacher, Tom, 27
Schwartz, Kenneth, 251–252
Secret Service (DiJulius), 256
Security officers, theme parks, 41
September 11, 2001, terrorist attacks, 145
Servant Leadership, 165–166, 262–263
Service America (Albrecht and Zemke), 3
Shades of Green Resort, 115
“Share the spotlight” (See Partnerships)
Sharp, Isadore “Issy,” 57–60, 84–85, 238, 244–245, 247, 286
Short-term mentality:
vs. long-term, 10, 42–46, 51, 131–133, 160, 239
risk-taking, 133–134
stock performance, 218
“Show,” theme parks as, ix
Simpson College, 151
Six Sigma, 158–159
Skepticism, 3, 7, 139–140, 188–190
Skip-level meetings, 190
Snow White and the Seven Dwarfs (film), 3, 6, 7, 43, 84, 127, 136, 203, 235
Snyder, Michael, 49
Song of the South (film), 175
“The Sorcerer’s Apprentice” from Fantasia, 108
Sperlich, Harold, 129
Speros, Jim, 145
Spielberg, Stephen, 28
Splash (film), 269
Sponsorships, corporate, 109, 110
“Spray and pray method” training, 154
Staff (See Employees)
Steamboat Willie (short film), 4, 127
Stevenson, Scott, 21
Stewart, James, 218
Stokowski, Leopold, 108
Storyboarding (Do), 185–200
vs. brainstorming, 185, 187–189, 194
communication, 190–192
defined, 185
examples, 197–200
facilitator, 192–194
guidelines, 193
origins of, 186–188
problem solving, 185, 187, 196
process, 192–196
questions and actions, 193, 196
skepticism, 188–190
starting to use, 192–193
supplies for, 192
types of, 195
“Walt’s Way,” 185–186
Storytelling, 6, 17–19, 23, 41, 86, 185–187
Stossel, John, 234
Strategic alliances and competitive advantage, 105–106
Stravinsky, Igor, 108
Strouse, Charles, 106
Stumpo, Barbara, 252
Style of management, 133, 134, 170, 240, 274
Suggestions, employee, 27, 90–93, 98–99, 112, 116, 186, 188, 195
Supplier relationships, 3, 10, 97–98, 100, 112–119, 141, 275
T
Taymor, Julie, 140
Teamwork (Believe), 83–104
building teams, 91–97
celebrations, 96–97, 155, 163, 172
co-location, 93–94, 101, 102, 177–178
collective effort, 100
common focus, 86–87
cross-functional, 191
cultural differences, 107, 164
examples, 102–104
hierarchical restructuring, 89–91
Imagineering, 19–20, 111, 185, 269
mission execution, 87–89
questions and actions, 101–102
results, 97–100
success factors, 91–97
suggestions, 27, 90–93, 98–99, 112, 116, 186, 188, 195
value of collaboration, 83–84
at Walt Disney Company, 7–9, 17, 83–85, 90–93 (See also Partnerships)
Technical Assistance Research Programs Corporation, 65
Technomic Inc., 184
Television, ix, 2, 111, 131, 233–234, 270
Theby, Joe, 41–42
Thompson, Bob, 76
Thompson, Ken, 69
360–degree feedback, 162, 164, 190
Thriving on Chaos (Peters), 63
Time-shares, Disney Vacation Club, 48–49
Tokyo Disneyland/DisneySea, 267
Tom Sawyer’s Island, Disneyland, 151–152
“Topolino” (Mickey Mouse), 4
Total quality management (TQM), 98, 160
Toy Story (film), 223
TQM (total quality management), 98, 160
Traditions Program, Disney University, 41, 152
Training (Do), 149–167
current challenges, 272–273
customer focus, 74–76, 153–154
details, 203–204
examples, 164–167
excellence, 156–159
performance appraisal/development, 159–164
Performance Learning Cycle, 154–156
personal development plans, 160–163
questions and actions, 163–164
responsibility for, 151–153
“spray and pay method,”154
storyboarding in, 187
storytelling approach, 41
types of, 153–156
“Walt’s Way,” 10, 149–151
welcome employees as guests, 64–65 (See also Disney University)
Training magazine, 153, 242, 272
Treasure Planet (film), 218
Tron (film), 139
Trust, 91, 99–100, 114, 134–136, 273
Turley, Jim, 142, 143, 239, 240–242
Turnover:
asset, 63
employee, 3, 21–22, 207, 248, 264
U
UniGov in Indianapolis, IN, 130
Universal Pictures, 107
V
Value of collaboration, 83–84
Values (character), 37–40, 57–60, 107, 114, 205
Values of The Walt Disney Company, 37–38
Van der Rohe, Mies, 201
Vance, Michael, 114
Video re-release policy, 43
Video Store Magazine, 43
Vision, 10, 23, 50–55, 74, 161, 173
W
Wachovia Corporation, 69
Wall Street Journal, 222
Walt Disney Attractions, 39
The Walt Disney Company:
ABC acquisition, 111
commitment to beliefs, 268–269
current challenges, 267–270
customer service, 4–5, 10, 48–49, 61–62, 65, 221–222
excellence, 3–5, 7–9, 42–44, 156–159, 202–204
finest entertainment mentality, 3, 4, 39–40, 54, 223
Imagineering, 19–20
long-term mentality, 43–46
new market entrance, 74
planning centers, 93–94, 175–178
policy realignment, 53
re-release policy, 43
stock performance, 10, 216–218
teamwork, 7–9, 17, 83–85, 90–93
values of, 37–38
Walt Disney Productions, 4
Walt Disney World:
Animal Kingdom theme park, 202, 221, 267, 269–270
corporate sponsorships, 109, 110
customer service, 4–5, 48–49, 61–62, 65, 221–222
details, 203
hotels of, 115–116
Magic Kingdom, 216
real estate for, 44
repeat visitors to, 10 (See also Disney University)
“Walt’s Way,” 1–13
authors’ study of, 1–3
customer service, 61–62
details, 201–202
Dream. Believe. Dare. Do. philosophy, 2, 9–11
dreams into reality, 5–9
examples, 11–13
future of, 267–268
leadership lessons, 271–273
methodology summary, 10
perfectionism, xi–xii, 7–9, 61–62, 149, 202–210, 230, 274
planning, 149–150
process graphic, 275
re-creating magic, 215–224
risk taking, 127–128
storyboarding, 185–186
thriving on challenge, 269–271
Whirlpool Global No-Frost Team, 11–12
WCG (Windsor Capital Group), 26–27
Welch, Jack, 237
Welcoming, customer service, 64–69
Wells, Frank, xii, 110, 138–139, 216, 218–221, 269
Whirlpool Global No-Frost Team, 11–12, 23–24, 31, 50, 56, 79, 95, 141, 177– 178, 180–181, 190, 191, 197, 211
Wilhite, Gerald, 45–46
Williams, Ronald, 123
Wilson, John, 45–46
Windsor Capital Group (WCG), 26–27
Winkler, Margaret, 107
Wittmack, Art, 271
The Wonderful World of Disney (TV program), ix, 2
Workplace fun, 136–138
World Trade Center destruction (9/11/2001), 145
X
Xerox Corporation, 42
Y
YMCA Camp Kern, 206–209
Young, John, 64
Z
Zemke, Ron, 3
Zimmer, George, 12–13, 96–97, 135–137, 165, 238, 261–266
Zimmer, Jimmy, 262
Zimmer, Robert, 262