Tuesday, March 31, 2015

Performance Excellence (1994)



Back in 1994, when Disney was about to celebrate their 40th Anniversary.  Judson C. Green, then chairman of Theme Parks and Resorts, penned a pamphlet for Cast Members which "defined the daily goal of exceptional performance... so we may all share a common foundation and expectation of how we intend to work together in the future." 

In 2000, Green left Disney to become President and CEO of  Navigation Technologies Corp, as described in an April 18th article in the LA Times, but the legacy of his vision for the future of Disney lives on in these words:

PerformancExcellence:

  • Exceeding guest expectations
  • Getting involved
  • Breaking down barriers
  • Sharing information and suggestions
  • Working smarter
  • Trying new ways to do things
  • Listening to others
  • Being a team player


Our Disney Culture:

We have a rich heritage, traditions, quality standards, and values which we believe are critical factors to our success. This foundation, as well as certain traits and behaviors, create a unique environment which we call the Disney Culture. We will seek to understand and cultivate our culture and challenge ourselves to model the behaviors that it represents.

We respect the Disney Heritage and Traditions:

We are committed to a friendly and informal work environment.
We show our pride and respect for the Disney Product and Legacy.
We emphasize Cast training and recognition.
We pursue synergistic opportunities.
We demonstrate our concern for our environment and community.
We emphasize "family" entertainment.
We protect the public's trust in Disney.
We are committed to education.

We ensure the Disney Quality Standards:

We put safety first, to provide secure, safe experiences for our Guests as well as our Cast.
We give friendly, personalized service and treat every guest as a VIP.
We deliver flawless and professional presentations every day, for every guest.
We strive for the fastest and most effective systems and procedures in order to provide a quality Guest experience.

We share these Disney Values:

HONESTY - We deal with each other in a sincere and straightforward manner.
INTEGRITY - We act in a manner consistent with our words and beliefs.
RESPECT - We treat others with care and consideration.
COURAGE - We pursue our beliefs with strength and persistence.
OPENNESS - We share information freely.
DIVERSITY - We seek value and respect differences among our fellow Cast Members.
BALANCE - WE strive for stability and vitality in our personal and professional lives.

We demonstrate these Disney Traits and Behaviors:

We enjoy making our guests happy.
We care about our fellow cast members.
We work as a team.
We deliver quality.
We foster creativity and innovation.
We encourage risk-taking, realizing that mistakes amy happen.
We are attentive to every detail.
We find enjoyment and fun in our work.
We assume responsibility beyond our individual roles.
We are emotionally committed to Disney.


Effective Leaders of PERFORMANCE EXCELLENCE:

Share their vision and belief in the Disney Culture.
Share their enthusiasm and pride in Disney with the Cast.
Energize others with their commitment for PERFORMANCE EXCELLENCE.
Display decisiveness and a sense of urgency in achieving goals and objectives.
Encourage creativity and risk-taking.
Promote teamwork to accomplish our business objectives.
Set challenging goals which are realistic, clear and measurable.
Hold themselves and other Cast Members accountable for their performance.
Unleash the potential of each Cast Member by providing developmental opportunities.
Listen intently to diverse opinions.
Communicate honestly and frequently, soliciting feedback and suggestions from Cast Members at all levels of the organization.
Interject a sense of humor, fun and enjoyment in their work.
Set the stage and work with others to produce the show...
Celebrate the Victories!


Walt may have said it more simply, but I think the message still rings true to his vision.






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