LSA Partners
"Learning about the Disney difference in professional development programs has inspired leaders to change not only business practices, but to examine their business issues in an entirely new light." 

Be Our Guest: Perfecting the Art of Customer Service by The Disney Institute, 2001
 
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Implementing your Disney Institute Learnings

Have you attended Disney Institute benchmarking training but are unsure what steps to take to apply the concepts to your organization? We can help!  With over 45 years combined experience with the Walt Disney Company®, and 13 years combined as facilitators and consultants with the Disney Institute, our team of experts can assist you in implementing ideas based on the Disney approach into your culture and organization, including:

  • Creating and sustaining lasting cultural change

  • Identifying your organization’s leadership competencies and behaviors  

  • Developing and integrating methodology, processes, and tools for leadership accountability into your organization  

  • Understanding and adapting the Disney philosophy to create employee ownership of the experience for your customers  

  • Crafting tools that support a service culture, such as:
    • Service Theme, which provides a common, unifying goal
    • Service Standards, which provide parameters for employee decision-making
    • Service Guidelines, which articulate the minimum expectations of behavior
    • Service Matrix, which enables the analysis of delivery systems executing on the service standards  

  • Creating a culture-by-design that gives you competitive advantage
     
  • Communicating the organization’s culture in your recruitment tools and identifying non-negotiables of right-fit hiring 
     
  • Designing an orientation program that immerses employees into your culture and communicates your expectations up front  

  • Identifying communication methods and tools that perpetuate your service culture  

  • Aligning reward and recognition programs with behaviors that support a service culture 


LSA PartnersSM is a management and strategy consulting company that specializes in custom solutions for business adaptability, resiliency, peak performance, and growth. Discover how we can help you succeed in business.  Call (407) 497-0075 today!

Implementing Disney Institute Learnings

Talent Management for the 21st Century:
Recruiting and Hiring the Best Talent for Your Organization

Bascom Palmer Eye Institute of the University of Miami Miller School of Medicine, nationally ranked and recognized for excellence in ophthalmology, sent its management team to attend the Disney Institute training. After learning about the Disney culture and operational best practices, the leadership team contacted LSA PartnersSM for assistance in adapting the practices to Bascom Palmer's culture and operations, beginning with a customized orientation program similar in look and feel to Disney's "Traditions".

Having grown considerably in fifty years since its founding, Bascom Palmer was looking to effectively communicate its organizational culture, service standards, process for decision-making and guidelines of service to its employees. LSA PartnersSM worked with the implementation team to identify, define and prioritize service standards supporting the organization's vision and mission. By conducting interviews with faculty and staff, information was gathered to illustrate the organization's values and standards in practice through behaviors and examples. These, along with milestones from Bascom Palmer's rich history, interactive experiences and team application exercises, were integrated into an 8-hour orientation program.

LSA PartnersSM conducted a "train-the-trainer" session with supporting materials for Bascom Palmer participants identified as trainers, enabling them to deliver the orientation program with consistency and proficiency on a monthly basis. This customized orientation program ensures that all new team members understand Bascom Palmer's culture of excellence and expectations of performance, resulting in lower turnover and higher patient service and satisfaction ratings.