Page 324 - Harnessing the Management Secrets of Disney in Your Company

Index 305

Fortune (magazine), 34, 44, 129, 132, 143, “Guests,” customers as, ix
205, 243, 248 (See also Customer service)
Four Seasons Hotels & Resorts: Guidelines for storyboarding, 193
awards, 280–281
business summary, 281 H
as Disney Way example, 57–60, 64–65, Haas, Robert, 39
69–71, 84–85, 137, 243–248, 250, Habits and training, 156–159
273, 281–282 Hammond, Eric, 257, 261
Frampton, Susan, 82, 254 Harmon, Renee, 232, 236, 238
Frankl, Viktor, 157 Harris, Kathryn, 270
Freeman, David, 250 Hartke, Brian, 24–25
Freer, Jim, 240 Henger, Wolf, 245, 246, 248
Frito Lay, 109 Hercules (film), 28, 38
Front-line employees, 40, 78, 88, 90–91, Hewlett-Packard (HP), 271
115, 153, 200 Hierarchical restructuring, teamwork,
Fun, workplace, 136–138 89–91
FWA (Flexible Work Arrangement), Higgins, Cathy, 33
Ernst & Young, 243 Hiring policies, 41, 134–136, 165–166,
237, 247, 256, 264
G Holistic approach:
Gates, Bill, 28, 69 to business, 128, 210
General Electric (GE), 237 to employees, 274
General Motors (GM), 129 to entertainment, 202–203
Giss, Richard, 139 to medicine, 249, 265
Glasser, William, 236 to project management, 176, 178–180
Goames, Mike, 90–91 Holmes, Deborah, 144
Goethe, Johann Wolfgang von, 53 HP (Hewlett-Packard), 271
The Golden Rule, 57–60, 85, Human resources, 84
244–248 The Hunchback of Notre Dame (film), 38
Goldman, Richard “Richie,” 262, 265
Gong Show at Walt Disney Company, 27, I
28, 38, 90 Iacocca, Lee, 128–129, 173
Good Night, and Good Luck (film), 84 Ideas, 7–9, 26–30, 46, 169–173
“Good show” mentality, 4, 7, 39–40, 78, Iger, Robert “Bob,” 111, 202, 270
149, 152, 202–204, 267–269, 274 Illinois Power, 64, 98, 158, 189, 191–192
Grand Lux Cafe, 184 Imagineering, 19–20, 111, 185, 269
Greenleaf, Robert, 165, 262–263 Inc. magazine, 250
Griffin Hospital (Derby, CT): Inclusive approach, 21, 207, 239
awards, 281–282 Indianapolis, IN, 129–130
business summary, 282 Industry Week, 26
as Disney Way example, 32–34, 38, Innovation:
79–82, 238, 248–255, in animation, 3, 4, 6, 42–44, 108
281–282 beliefs, 6–7, 46–50
Griffin Uncensored, 33 customer service, 48–49, 69–72