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If Disney Ran your Hospital

If Disney Ran your Hospital. Management Inservice. Disney. What do you love about Disneyland when you visit? Why do you think Disney is so successful?. 9.5 Things Disney does differently. Redefine Your Competition and Focus on What Can’t be Measured

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If Disney Ran your Hospital

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Presentation Transcript

  1. If Disney Ran your Hospital Management Inservice

  2. Disney • What do you love about Disneyland when you visit? • Why do you think Disney is so successful?

  3. 9.5 Things Disney does differently • Redefine Your Competition and Focus on What Can’t be Measured • Make Courtesy more Important than Efficiency • Regard Patient Satisfaction as Fool’s Gold • Measure to Improve, not to Impress • Decentralize the Authority to Say Yes • Change the Concept of Work from Service to Theater • Harness the Motivating Power of Imagination • Create a Climate of Dissatisfaction • Cease Using Competitive Monetary Rewards to Motivate People • Close the Gap Between Knowing and Doing

  4. Highlights • Make Courtesy more Important Than Efficiency • Change the Concept of Work from Service to Theater • Harness the Motivating Power of Imagination

  5. ladder • Ladder vs. Pillar • Disney’s Ladder • Safety • Courtesy • Show • Efficiency

  6. Courtesy First • Is it challenging for you to put courtesy first? • What are the barriers to putting courtesy first? • What are small things you could do to overcome these barriers?

  7. Courtesy in the Kitchen • What are some ways to make courtesy a higher priority to kitchen staff? • What do you ask your employees? • Did you complete all of your tasks? • How many people were you courteous to today? • Demonstrating that courtesy doesn’t take “too much” time • Changing service to theater

  8. Change from Service to Theater • Don’t just give a service, create an experience • Acting vs. Performing • Harnessing Imagination

  9. Take away-Things to do • Observe Employees • What makes Rolando great? • Emphasize Courtesy • Ask employees about what they have done to be courteous • Review 10/5 rule • Roleplay • Courtesy doesn’t decrease efficiency • Harness Staff Imagination • Flower Inservice

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