Once the customers get the desired fantasy and fun

March 18, 2019

Matthew Church

Identify customers and priorities

 Who are Disney’s Customers◦ Children
◦ Young Adults
◦ Parents
◦ Grandparents

providing entertainment and information Reduce waste
 Watch their use of fuel
 Inspiring Children
 Improved labor conditions

and dislikes

Productivity of the operation and quality of service (CHRIS)

Identify CTQs the customer considers to have most impact on quality.

 • Determine the metrics to measure the process and how it is performing.

 Time – Measuring a process in relation to speed, response, turnaround, cycles, etc. Examples include Wait Time in Minutes, Round Trip Hours, Cycle Time, etc. 3.

 Productivity – Measuring a process in relation to actual outputs vs. what you desire in terms of outputs. Examples include % of orders shipped within 3 days, % of invoices entered within 24 hours, # of customers serviced, # of claims processed, % requests sent the same day, etc.

 Monitoring process improvements is a team effort. Ensure that all team members are involved so you can capture all points of view.

 Establish areas of improvement within your current process. Review your current process step by step and highlight areas of improvement.

 Equipment
 People
 Environment
 Process
 Material
 Management

Identify necessary process steps. Candace

 Create opportunities through organizational alliances and purchases

 means to remove the causes of defects.

Candace
 Confirm the key variables and quantify their effects on the critical-to-quality
characteristics (CTQs). Tatiana

Execute the control phase of the Six Sigma DMAIC project including the following:

 • Put tools in place to ensure that the key variables remain within the maximum acceptance ranges under the modified process. Tatiana

References

 Disney’s Four Keys to a Great Guest Experience(n.d). Retrieved from
 Fast Company. (2015). The Messy Business of Reinventing Happiness. Retrieved from

 Gallo, C. (2011). Customer Service the Disney Way. Retrieved from

 Harvard Business Review. (2018). 3 Principles Disney Uses to Enhance
Customer Experience. Retrieved from

 How To Maintain Continuous Improvement(2012). Retrieved from
https://www.mtdtraining.com/blog/how-to-maintain-continuous-
improvement.htm
 Jacobs, F.R. & Chase, R.B. (2014). Operations and supply chain
th