"Be Our Guest": Case Overview And Situation Analysis.

1175 words - 5 pages

Critique of ReadingThe model that Disney uses in the Disney Institute, and which much of this book is based on, is call the Quality Service Cycle. It is made up of four main elements: "a service theme, service standards, delivery systems, and integration" (p. 29). These are what are described in the opening chapter as part of "Service, Disney Style." They can be applying to just about any company or organization. For someone hoping to adopt these principles they would begin with adopting a service theme. This is really a goal or objective, even maybe a kind of ideal that they hope to achieve in terms of satisfying their customer, or 'audience'. One of the main ways that this can go from the Disney model to just about any organization is for the people within that organization to use their practical knowledge of their own operations in order to set or establishing service standards. Besides creating a kind of road map on how to achieve the highest standards, these standards also are a checklist that lets Disney or another company knows how well they are doing. For Disney these service standards are safety, courtesy, show and efficiency.One very interesting part that grows out of this is how almost all the staff can and is involved in helping to define what will go into creating high service standards, as well as be then motivated to achieve the service theme or goal. Staff of all types, including managers, is referred to as the 'Cast' by Disney just as if they were in a movie. After the first chapter that introduces us to the basic ideas behind the book, the next two chapters focus more intensely on the above two themes: chapter two is on the magic of service itself, and chapter three is on the magic of the 'Cast'.So far the critique has highlighted the importance of defining service themes and standards. The heart of this is really knowing and understanding 'guests' - which are clients, customers or others who are on the receiving end of an organization's service. While we have heard about and learned about service philosophy and the Cast, it is not just the Cast that becomes the central focus after this. Beginning in chapter two is a detailed description of the importance of the staff, then the other two major systems that make up the delivery of service are in chapters three and four: they are the 'Magic of Setting' and 'Magic of Process'.One of the strengths of the book is to make these kinds of groupings with word meanings that make it easier for the reader to understand the concepts discussed. This has been pointed out above as applying to the 'Cast' - who can be not just the 'performers' such as those the people will see in person or visibly at an entertainment park, a hotel, a movie, or as the actual 'hand-on' service agent who comes in closest contact with the 'audience'. But the cast includes all the people who cannot be seen as well.There is an excellent design and writing that goes into this book, making it an easy-to-read, but...

Find Another Essay On "Be our Guest": Case overview and Situation analysis.

New York Times vs Sullivan An opinionated overview of the case and our thoughts on what category it should fall under.

866 words - 3 pages the 1st case to use the 1st amendment to protect false statements that can be held as defamatory. Besides being a libel case their were racial factors to have considered in the article Heed Their Rising Voices for the Committee to Defend Martin Luther King and the Struggle for Freedom in the South. I believe that this case would fall under the civil rights category because the material of the aforementioned article. The New York Times tended to

"The Bay Of Pigs Operation." Set during the Kennedy administration, this is an overview of the events leading up to and during the operation, as well as a short personal analysis of the situation.

1534 words - 6 pages worse than expected. This can be seen all through our war history post the Bay of Pigs; in our protracted and unsuccessful effort to halt the communists of North Vietnam in the Vietnam War, our supposedly easy task if usurping Osama Bin Laden, or in our ongoing war in Iraq, a war that continues to kill our troops and spend our money. Why is it that these, what should be, easy victories for us become less then perfect and easy? Well I believe

Dell Corporate Plan and Situation Analysis or Market Background.

3548 words - 14 pages selling computing products and services, Dell has become one of the world's leading computer manufacturers. It has excelled in market leadership and re-defined and transformed the way marketing is and should be applied in our society. Its success is built on a foundation of personal and professional integrity.Corporate Plan.Through its direct business model, Dell designs, develops, manufactures, markets, sells, and supports a wide range of

Situation Analysis and Problem Statement: Global Communications Corporation

1721 words - 7 pages Situation Analysis and Problem StatementThis paper deals with the issue faced by the telecommunications company known as Global Communications. Global Communications competes in and industry that is known for unusual competitive pressures and very quick changes in technology. However, as stated by Dennis Drogseth (2005, p. 52) "The challenges faced by global networks have more to do with management and process than with pure technology." This

Situation Analysis for Marks and Spencer in Holland

2408 words - 10 pages Country, Industry and Competitor Analysis This situation analysis focuses on the suitability of Marks and Spencer in Holland and the necessary factors the company has to take into account before venturing into this market. The market has several advantages which Marks and Spencer can tap into going by the level of success it has experienced in the UK. The company can focus on developing a clothing product line that appeals to young, urbane and

Situation Analysis and Recommendation Conducted for P&G

3677 words - 15 pages Situation Analysis and Recommendation Conducted for P&G 1.1Company Background --------------------- P&G is one of the best known and biggest consumer goods companies in the world. It owned several well-known brands that were sold in over 140 countries to nearly 5 billion consumers. For example, Tide, Pantene and Pampers. P&G was founded by William Procter and James Gamble as a partnership in Cincinnati

Their Concerns Will Be Our Cause-An overview of Barack Obama up to March 10, 2009

1709 words - 7 pages reform to benefit the masses.Such grandiose things as he said garnered a wave of dewy-eyed passionates to his cause, which isn't surprising given the nature of his platform. However, much more common were the average working class men and women who took all he said with a grain of salt, which is more respectable than the alternative.Not a bad title: "It is time for America to lead again"Also: "Their concerns will be our cause"Not because I

Overview and Analysis of the Napoleonic Wars

2360 words - 9 pages Overview and Analysis of the Napoleonic Wars Europe has had a long history of conflicts. Before the Napoleonic Wars that occurred between the years of 1799 and 1815, there were other conflicts in the 18th century such as The Great Northern War, The Seven Years’ War, Pugachev's Rebellion, and the French Revolutionary Wars. Under the leadership of Napoleon Bonaparte, France was fighting numerous European nations with speed to repeatedly

General Motors: Company overview and comparative analysis

1906 words - 8 pages AG20051.2290643.8%Toyota Motor Corporation20050.55100354.1%During my research I found out that some of the financial ratios stated in this analysis may be distorted because of sales in financing, leasing, etc., which can distort certain ratios. At General Motors, sales of Financing and Ops totaled $34.38 billion, which was equal to 17.85% of sales in 2005.Industry OverviewIn 1999, record sales of light vehicles like passenger cars, station wagons

Case Study Analysis - Our Lady's Home of Compassion

894 words - 4 pages ObjectivesThe objectives of the marketing plan should be focus on bringing in revenue to the hospital to resolve its current financial situation. The hospital currently provides services and care to those patients who 'fall between the cracks' in the health care system. Since these patients do not bring in sufficient revenue to the hospital to cover the cost of their service or care, therefore they should be excluded in are marketing target. Our marketing

Nigeria - why is it under-developed and what can be done to improve its situation?

1323 words - 5 pages Nigeria - why is it under-developed and what can be done to improve its situation?IntroductionNigeria is a country in West Africa, next to Niger, Chad, Benin, Cameroon and the Atlantic Ocean. Nigeria has a size that is about four times as big as the size of the United Kingdom, and has a population of more than 100 million people. The environment in Nigeria differs a great deal in the different parts of the country. The coastline consists of sand

Similar Essays

Critique Of Reading " Be Our Guest"

1173 words - 5 pages different types of business. The Chairman of the company, Michel D. Eisner, provide a brief Forward to the book when publish in 2001. At that time the Disney Institute was in its 15th year (since 1986) in provide training for businesses. There have been many different courses and programs developed by the Disney Institute, and the Service Philosophy of Disney that is the main subject of 'Be Our Guest' is one of four main subjects that they have

Peapod Case Situation Analysis

2758 words - 11 pages In response to your request for a thorough analysis of Peapod and the context in which it operates, a situation analysis has been performed and the results are detailed in the ensuing remarks.Chief Economic ad Business Characteristics Market Size: In 1999 online grocery sales amounted to about $235 million, less than 0.25% of total supermarket industry sales.· Forrester Research forecast online grocery sales to reach $3 billion by

Case Name: I Premier Case 1. Issue Identification. 2.What Do The Facts/Issues Suggest, And Why Is It Important To Consider The Issues You Raise? 3. What Does Your Analysis Suggest Should Be Done?...

1318 words - 5 pages Individual Case Brief Rubric iPremier Case The response to the attack was as to be expected based on the situation and lack of preparation. While there was little that could be done to stop the attack while it was happening. However, there were many things that could have been done to prepare for such an attack and possibly prevent it. iPremier lacked proper emergency processes. A new employee was the "first responder&quot

Global Communication: Situation Analysis And Problem Statement

1180 words - 5 pages Situation Analysis and Problem Statement: Global CommunicationsInformation provided by Wall Street shows that there are issues in the telecommunications industry. This industry is becoming more competitive as newer companies such as cable companies enter into the market. This has brought a challenge to the existing industry leaders to find new ways to keep one step ahead of the new competition coming in.Global Communications is one company that