Disney's Approach Series Programs

(Please read through DAY1 and DAY2)


7:30am - 8:00am	Check-in, Registration, and Continental Breakfast
8:00am - 9:30am	Quality Measurement Methodology
10:00am - 11:30am	Defining Quality Standards
11:30am - 1:00pm	Lunch
1:00pm - 2:30pm	Service Delivery Settings
3:00pm - 4:30pm	Delivering Quality Service

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

Morning Learning Objectives:

Explore how the Disney organizational culture is constructed, and the role of service delivery in creating loyalty to your healthcare organization.
Discover simple things that you can do to anticipate the needs, wants, and emotions of your patients and visitors, exceed their expectations, make their experiences world-class.
Learn how to pay attention to the details - a critical exercise in making every patient and visitor feel like a VIP, beyond just the medical care you are delivering.
Observe how defining quality service standards helps your entire team stay focused on service experience consistency.
Understand the linkage between the three universal delivery systems of service and their healthcare equivalents.
Learn how focusing on a "common purpose" within your healthcare arena joins the service experience with the medical care experience.

Explore the service delivery systems of the environment (setting) and processes.
Understand how the sensory elements of your healthcare delivery arena can make or break every patient's relationship with you.
Discover proven Disney strategies and tactics in engineering the patient and visitor experience to elicit the relationships you want.
Uncover how to effectively fit processes and add value into your healthcare environment.
Learn about an easy-to-use tool that allows you to create experiences for your healthcare consumers that will differentiate your services and set your organization apart from the competition.


7:30am - 8:00am	Check-in, Registration, and Continental Breakfast
8:00am - 9:30am	Disney's Approach to Leadership Excellence for Healthcare Professionals - Learn strategies and methods for improving team results through proven leadership philosophies that are used to exhibit the values and behaviors that generate results.
11:30am - 1:00pm	Lunch
1:00pm - 4:30pm	Disney's Approach to People Management for Healthcare Professionals - Discover techniques perfected by Disney in the selection, training, retention, and communications processes that help sustain a supportive and interactive culture.

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

Understand how a service vision is differentiated from the healthcare organization's overall "business vision:

Discuss Disney global communication principles, and learn about Disney's system of successful, leadership-led, operationalized information sharing.

Explore how engaging employees at every level increases the opportunity for greater levels of success in the organization:

Participate in an exclusive "backstage" virtual field experience to Textile Services - one of the Disney laundry processing facilities (the largest commercial laundry in the world today)

Hear an actual Disney operational case study, focusing on leadership's responsibility to the organization's culture, and its own accountability to its staff teams.
See how dramatic results in the employee morale, employee retention, and employee productivity can be achieved with united leadership expectations and behaviors.
Explore how "engaging" employees at every level increases the opportunity for greater levels of success in the organization.
See illustrated how "employee engagement" (inspired by leadership) can achieve outstanding and lasting results in business productivity and employee satisfaction
Discover how inspiring employees, by creating a supportive work environment filled with engagement and empowerment, encourages their involvement in your service vision.

Discover the Disney strategy for selecting and building leadership character.
Understand the critical nature of holding leadership, at every level, accountable for both behavioral and productivity expectations:

Understand how leadership accountability processes can drive excellence in a healthcare delivery environment.

Participate in a Disney-designed activity that illustrates how loyalty and reputation are created and sustained through human resource and leadership best principles and practices

Understand the business case for creating and sustaining a culture through successful design and attention to detail.
Explore highly-focused human resource strategies and tactics:

See illustrated how Disney's employee recruitment and selection strategies focus on culture:

Participate in a virtual field experience to the Disney centralized Disney employment center (Casting Center) to experience how candidates are deliberately engaged for employment in a designed, cultural "vetting" process:

Walk in the footsteps of an actual applicant to see how he/she is chosen based on fit to "culture" first, followed by fit to "task" second.
Explore how this aspect of "cultural on-boarding" is efficiently accomplished.

Discuss Disney's approach to successful cultural onboarding through its orientation process, on-the-job training, and the role of continual employee care and support.
Understand the importance of maintaining behavioral expectations, and how accountability to these expectations is achieved.

Participate in an exclusive "backstage" virtual field experience to the employee support facility for the Epcot Theme Park® (supporting approximately 7,000 employees daily):

Observe how Disney communicates to, and delivers care and support for, its employees, including ongoing education and development.
Identify how creating a supportive work environment encourages employee engagement in the organization's common purpose.
Discover great leaders delivering a great employee experience.

Discuss Disney methods of reward and recognition.
Understand how employee service experiences can be directly and positively impacted in a healthcare delivery environment.