Miller's Monday Morning Message
Andrew Miller on operational excellence, strategy, life balance and everything in between
Toronto – July 16, 2012
Walt Disney Co. has often been cited for the great work that it does around customer service and employee training and development. They have become so good at it, that other organizations hire consultants from the Disney Institute to help them improve performance. How is it possible that a company that deals in theme parks, movies and everything in between can be so well-regarded? Because they know how to run a business. Operational excellence is made up of four key components: increasing speed; maximizing performance; engaging customers; and increasing innovation and collaboration. Disney does all of these things well and can help other companies do the same. Here are two examples of what makes Disney so great:
Part of being operationally excellent is creating loyalty in both your customers and your employees and Disney does that. Here's what we can learn from Disney on how to achieve operational excellence:
We often think of Disney as some kind of "magical" place and forget what a successful business it is. There is a lot we can learn from Mickey and his friends.
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© Andrew Miller. All rights reserved. 2012.