Page 320 - Harnessing the Management Secrets of Disney in Your Company

Index 301

Communication (Cont.): Customer service (Cont.):
planning, 175–178 mission, 66
storyboarding, 171–173, 177, 190–192 perception of, 76–78
Competition, 95, 111 problem solving, 69–72
Competitive advantage, 58, 75, 105, 212, process superiority, 48–49, 71–74,
252 162–163, 192–196, 275
Complaints, 41, 53, 63–68, 72, 93, 97, questions and actions, 78–79
133, 209 training, 74–76, 153–154
Continuous improvement, 163 The Walt Disney Company, 4–5, 48–49,
Cook, Dick, 223 61–62, 65, 221–222
Cooper, Christine, 254 “Walt’s Way,” 61–62
Creativity: welcoming, 64–69
commitment to, 10 (See also Employees)
cost and, 6–7, 170, 202–206 CustomerThinkCorp, 76
current challenges, 272–273 CVR (Caldwell Van Riper), 49–50
Dare, 18–21 Cynicism, 53, 100
Dreams, 5, 18–21
ideas, 7–9, 26–30, 169–173 D
imagineering, 19–20, 111, 185, 269 Daley, Mary Lou, 231, 233
management of, 170–175 D’Amelio, Peter, 184, 213, 229, 230
project management, 170–175 Darden Restaurants, 112
teamwork, 91 Dare, 127–145
“Walt’s Way,” 215–224 The Cheesecake Factory, 181–184, 228–230
Credo, 1, 4, 224 creativity, 18–21
Cross, William “Bill,” 73, 96, 131–132, Downtown School, 234–235
208, 209 Ernst & Young, 240–242
Cross-functional teams, 191 examples, 141–145
Crowther, Bosley, 108 forms of risk, 133–134
Cryan, Mike, 26–27 Four Seasons Hotels and Resorts, 247
Cultural differences, teamwork, 107, 164 fun, 136–138
Culture, 10, 22–23, 41, 44–46 Griffin Hospital, Derby, CT, 250–252
Culture, corporate, 10, 22–23, 44–46 hiring policies, 134–136
Cunningham, Judi, 151 John Robert’s Spa, 260
Customer service (Believe), 61–82 leadership, 138–140
complaints, 41, 53, 63–68, 72, 93, 97, Men’s Wearhouse, 264–265
133, 209 as philosophy, 2, 9–11
current challenges, 221–222, 271–272 process graphic, 275
Dream Retreats, 65 questions and actions, 140–141
examples, 67–68, 79–82, 258–260 short-term mentality avoidance, 131–133
feedback, 27, 75–76 support and solid fundamentals, 128–131
The Golden Rule, 85 “Walt’s Way,” 2, 9–11
importance of customers, 62–74 Whirlpool Global No-Frost Team, 141,
innovation, 48–49, 69–72 180–181
leadership, 62–64 workplace fun, 136–138