Notes

1. Bob Thomas. Walt Disney: An American Original, New York, Pocket Books, 1976, p. 86.

2. Interview with George Zimmer, founder and CEO, Men’s Wearhouse, August 2001.

3. Interview with Scott Stevenson, president, Telecommunications Association of Michigan, February 2006.

4. Interview with Richard Benn, vice president, program development, CMA Canada, February 2006.

5. Interview with Regina Samy, vice president, Windsor Capital Group, February 2006.

6. Joe McGowan, Peter Schneider, and Joyce E. Davis. “How Disney Keeps Ideas Coming,” Fortune, April 1, 1996.

7. Interview with Patrick Charmel, CEO, Griffin Hospital, July 2001.

8. Interview with Cathy Higgins, nurse, Griffin Hospital, July 2001.

9. Walt Disney’s Famous Quotes, The Walt Disney Company, 1994, p. 43.

10. Mike Vance. “Managing by Values,” Creative Thinking (audiotape series), Chicago, Nightingale Conant Corporation.

11. “The Quiet American,” The Economist, November 8, 1997, p. 76.

12. Van Arsdale France. Window on Main Street: 35 Years of Creating Happiness at Disneyland Park, Nashua, NH, Laugher Publications, Inc./Stabur Press, Inc., 1991, p. 83.

13. Van Arsdale France. Window on Main Street: 35 Years of Creating Happiness at Disneyland Park, Nashua, NH, Laugher Publications, Inc./Stabur Press Inc., 1991, p. 83.

14. People Management, Walt Disney World Company Seminar Productions, Lake Buena Vista, Florida, 1986.

15. Interview with Gerald Wilhite, general manager, Abbey Press, March 2006.

16. Interview with Isadore Sharp, CEO, Four Seasons Hotels & Resorts, September 2001.

17. Walt Disney’s Famous Quotes, The Walt Disney Company, 1994, p. 9.

18. Interview with John Young, retired executive vice president, Human Resources, Four Seasons Hotels & Resorts, September 2001.

19. “Stranger within Our Gates,” as told to us by John Dunn, chairman and CEO, Dunn Hospitality, March 2006.

20. Interview with Patrick Charmel, CEO, Griffin Hospital, July 2001.

21. Interview with William Powanda, vice president, Griffin Hospital, March 2006.

22. Interview with Susan Frampton, president, Planetree, July 2001.

23. Walt Disney’s Famous Quotes, The Walt Disney Company, 1994, p. 88.

24. Walt Disney’s Famous Quotes, The Walt Disney Company, 1994, p. 90.

25. Interview with Doug Ludwig, former CFO and executive vice president, Four Seasons Hotels & Resorts, September 2001.

26. Thomas J. Allen, Jr. Managing the Flow of Technology, Cambridge, MA, The MIT Press, 1977, pp. 234–265.

27. “Time Based Competiton” (video with workbook), Harvard Business School Management Programs, 1993, p. 8.

28. Alfie Kohn. No Contest: The Case Against Competition, Boston, Houghton Mifflin, 1992, p. 47.

29. Alfie Kohn. No Contest: The Case Against Competition, Boston, Houghton Mifflin, 1992, pp. 47–48.

30. Kenneth Shouler. “King of the Garden,” Home Cigar Aficionado, 1998, p. 5.

31. Dr. William Cross. “Changing Management Styles,” WNIN TV appearance, Evansville, Indiana, August 1993.

32. Interview with George Zimmer, founder and CEO, Men’s Wearhouse, August 2001.

33. Customer Service Track Team Report, Bristol-Myers Squibb–Mead Johnson Nutritional Division, 1994.

34. Interview with Eric Hammond, director of operations, John Robert’s Spa, April 2006.

35. Interview with Ginny Little, patient, Rainbow Babies, Cleveland, OH, September 2001.

36. Interview with Jennifer Kinn, employee, Rainbow Babies, Cleveland, OH, September 2001.

37. Interview with Felisha Makris, employee, John Robert’s Spa, September 2001.

38. Interview with Max Byfuglin, president, The Cheesecake Factory Bakery, Inc., August 2001.

39. Interview with Steve Schaaf, president, Des Moines Business/Education Alliance, September 2001.

40. Interview with Jan Drees, executive director, Des Moines Business/Education Alliance and retired principal, Downtown School, Des Moines, September 2001.

41. Interview with Roger Brooks, CFO, AmerUs, September 2001.

42. Interview with Tracy Donovan, teacher, Downtown School, Des Moines, September 2001.

43. Alex Tayor III and Joyce E. Davis, “Iacocca’s Minivan,” Fortune, May 30, 1994.

44. Interview with George Zimmer, founder and CEO, Men’s Wearhouse, August 2001.

45. Interview with Terry Dischinger, Dischinger Orthodontics, February 2006.

46. Michael D. Eisner. “Letter to Shareholders,” The Walt Disney Company Annual Report, 1997.

47. Interview with Phil Laskawy, retired chairman, Ernst & Young, September 2001.

48. Interview with Jim Turley, chairman and CEO, Ernst & Young, September 2001.

49. Interview with Jim Freer, vice chairman of human resources, Ernst & Young, September 2001.

50. Interview with Deborah Holmes, director, Center for the New Workforce, Ernst & Young, September 2001.

51. Interview with Jim Speros, chief marketing officer, Ernst & Young, September 2001.

52. Walt Disney. People Management, Walt Disney World Company Seminar Productions, Lake Buena Vista, Florida, 1986.

53. Interview with Jan Drees, executive director, Des Moines Business/Education Alliance and retired principal, Downtown School, Des Moines, September 2001.

54. Interview with Judi Cunningham, executive director, elementary and early childhood programs, Des Moines Public Schools, September 2001.

55. People Management, Walt Disney World Company Seminar Productions, Lake Buena Vista, Florida, 1986.

56. Robert Stallings. Interview with Bill Capodagli, Evansville, Indiana, 1991.

57. Special Conference Report: National Catholic Development Conference, “Offer Donors a Chance for Greatness,” Fund-Raising Management, November 1992, p. 20.

58. Viktor Frankl. Man’s Search for Meaning, New York, Simon and Schuster, Touchstone Books, 1984, p. 75.

59. Mary Walton. The Deming Management Method, New York, The Putnam Publishing Group, 1986, p. 195.

60. C. S. Hall and G. Lindzey. Theories of Personality, 3rd ed., New York, John Wiley and Sons, 1978, p. 64.

61. Valerie Oberle. The Disney Approach to Quality Service, Walt Disney World Company Seminar Productions, Lake Buena Vista, Florida, November 1995.

62. Interview with Shlomo Maor, associate vice president, Training, Men’s Wearhouse, August 2001.

63. Interview with Eric Anderson, director, Training, Men’s Wearhouse, August 2001.

64. Foundations of Leadership, Walt Disney World Company Seminar Productions, Lake Buena Vista, Florida, October 13, 1996.

65. Interview with David Overton, chairman and CEO, The Cheesecake Factory, August 2001.

66. Interview with Linda Candioty, retired executive vice president and company secretary, The Cheesecake Factory, August 2001.

67. Interview with Peter D’Amelio, president and COO, The Cheesecake Factory Restaurant Division, August 2001.

68. Disney Imagineers. Walt Disney Imagineering: A Behind the Dreams Look at Making the Magic Real, New York, Hyperion, 1996, p. 51.

69. David Hardy. “Think Out of the Box,” Personnel Psychology, Winter 1996, pp. 1036–1039.

70. Interview with John DiJulius, cofounder, John Robert’s Spa, March 2006.

71. National Healthcare Association Retreat, New York, June 2003.

72. Dick Nunis. The Disney Approach to Quality Service, Walt Disney World Company Seminar Productions, Lake Buena Vista, Florida, November 1995.

73. E. J. Dionne, Jr. “Chattering Class,” The Washington Post Magazine, December 29, 1996, p. W2.

74. Walt Disney’s Famous Quotes, The Walt Disney Company, 1994, p. 33.

75. Joe McGowan, Peter Schneider, and Joyce E. Davis, “How Disney Keeps Ideas Coming,” Fortune, April 1, 1996.

76. Interview with Jeff Merhige, executive director, YMCA Camp Kern, March 2006

77. Dr. William Cross. “Changing Management Styles,” WNIN TV appearance, Evansville, Indiana, August 1993.

78. Interview with David Overton, chairman and CEO, The Cheesecake Factory, August 2001.

79. Interview with Peter D’Amelio, president and COO, The Cheesecake Factory Restaurant Division, August 2001.

80. Interview with Robert O’Kura, vice president, R&D, The Cheesecake Factory, August 2001.

81. Interview with David Overton, chairman and CEO, The Cheesecake Factory, August 2001.

82. Interview with Linda Candioty, retired executive vice president and company secretary, The Cheesecake Factory, August 2001.

83. Interview with Peter D’Amelio, president and COO, The Cheesecake Factory Restaurant Division, August 2001.

84. Interview with Max Byfuglin, president, The Cheesecake Factory Bakery, Inc., August 2001.

85. Interview with Mary Lou Daley, retired school board member, Des Moines Public Schools, September 2001.

86. Interview with Renee Harmon, assistant principal, Downtown School, Des Moines, September 2001.

87. Interview with Jan Drees, executive director, Des Moines Business/Education Alliance and retired principal, Downtown School, Des Moines, September 2001 and April 2006.

88. Alan M. Webber. Fast Company, May 2002, pp. 130-134.

89. Interview with Jim Freer, vice chairman of human resources, Ernst & Young, September 2001.

90. Interview with Jim Turley, chairman and CEO, Ernst & Young, September 2001.

91. Interview with Phil Laskawy, retired chairman, Ernst & Young, September 2001.

92. Interview with John Ferraro, vice chair, client services, Ernst & Young, September 2001.

93. Interview with Doug Ludwig, retired CFO, Four Seasons Hotels & Resorts, September 2001.

94. Interview with Elizabeth Pizzinato, director, corporate public relations, Four Seasons Hotels & Resorts, September 2001.

95. Interview with Kathleen Taylor, president, worldwide operations, Four Seasons Hotels & Resorts, September 2001.

96. Interview with Isadore Sharp, CEO, Four Seasons Hotels & Resorts, September 2001.

97. Interview with Wolf Hengst, president, Worldwide Hotel Operations, Four Seasons Hotels & Resorts, September 2001.

98. Interview with William Powanda, vice president, Griffin Hospital, March 2006.

99. Interview with Marge Deegan, vice president, Ambulatory Services, Griffin Hospital, July 2001.

100. Interview with Dr. Kenneth Schwartz, medical director, Griffin Hospital, July 2001.

101. Interview with Barbara Stumpo, vice president, patient care services, Griffin Hospital, July 2001.

102. Interview with Susan Frampton, president, Planetree, July 2001.

103. Interview with John DiJulius, cofounder, John Robert’s Spa, March 2006.

104. Interview with Stacy DiJulius, cofounder, John Robert’s Spa, September 2001.

105. Interview with Eric Hammond, director of operations, John Robert’s Spa, March 2006.

106. Interview with George Zimmer, founder and CEO, Men’s Wearhouse, August 2001.

107. Interview with Eric Lane, retired president and COO, Men’s Wearhouse, August 2001.

108. Interview with Shlomo Maor, associate vice president, Training, Men’s Wearhouse, August 2001.

109. Interview with Doug Ewert, executive vice president, merchandizing, Men’s Wearhouse, August 2001.

110. Russell Schroeder (ed.). Walt Disney, His Life in Pictures, New York, Disney Press, 1996, p. 63.

111. John Hockenberry. I.D. Magazine, March/April 1998, pp. 59–65, 96.

112. Richard Corliss. “Beauty and the Beast,” Time, April 20, 1998, pp. 66–70.

113. Kathryn Harris. “The Loneliest Man in the Kingdom,” Los Angeles Times, March 26, 1995.

114. Interview with Art Wittmack, board president, Business Alliance, Des Moines, April 2006.