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*Inspiring Creativity is woven throughout each section.

Times subject to change. Mid-morning & afternoon breaks are included.

Program Content

Through Disney's Approach to Business Excellence, participants learn Disney's proven, world-class approach to cultural management in four content modules - Leadership Excellence, People Management, Quality Service, and Brand Loyalty - while discovering the critical impact of Inspiring Creativity has in each of these arenas. In these content arenas, Disney Institute programming provides myriad possibilities for you to take back into your own organizations and initiate change. Disney Institute programming will provide you with effective techniques that can easily be incorporated into your own organization and will help improve business results.

Leadership Excellence

• Discover how effective leadership has been the catalyst at Disney to drive employee/customer satisfaction and bottom-line results from the company's inception to today.
• Understand the leader's pivotal role in championing the vision.
• Learn proven strategies for increasing employee ownership and pride.
• Examine your current organizational structure to assess your capacity for delivery positive results.

People Management

• Learn proven strategies for driving proactive change through employee involvement.
• Learn steps to operationalize your culture.
• Explore the Disney hiring process.
• Learn training strategies for orientation and ongoing training that encourage employee buy-in to your corporate culture.
• Learn how to create and reward heroes in your workforce.
• Understand the importance of integrating your corporate culture into employee selection, training and care.
• Learn techniques to foster a collaborative culture

Quality Service

• Understand the Disney definition of quality service.
• Explore qualitative and quantitative techniques for knowing and understanding customers.
• Develop a service theme that defines your organization's purpose.
• Discover service standards that provide a framework for making quality decisions.
• Examine delivery systems that ensure positive customer experiences.

Brand Loyalty

• Explore the Disney definition of brand loyalty.
• Examine the link between brand loyalty and financial results.
• Identify your brand promise and core components.
• Learn a conceptual model that impacts the customer experience.
• Learn effective tactics for creating emotional connections with employees and customers.
• Explore ways to establish and expand your organizational identity.

*All agenda items will be covered; however, the order of agenda topics is subject to change.