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Disney U: How Disney University Develops the World’s Most Engaged, Loyal, and Customer-Centric Employees by Doug Lipp

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  LESSON 6  Simplify the Complex

Dick Nunis came up with a program which, at the time, was a totally new concept for operations. The four elements of theme park operations were listed in order of their importance.1

—Van France

The phone call from Michael Eisner came from out of the blue:

“Frank and I aren’t pleased with what we have seen these past few days at the Disney Store. We noticed that the guest service experience isn’t at the levels expected of Disney. The cast isn’t as friendly or engaging as they should be, so aside from the product line, there isn’t anything differentiating the Disney Store from all of the other stores at the Galleria.

We’d like the Disney University team to come up with a program to fix this problem and bring guest ...

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