Chapter 13
Ottawa County, Michigan: Disney’s Success Credo Transforms County Government
The city of tomorrow ought to be a city that caters to the people as a service function.
Walt Disney
Over the past three years, we have had the extraordinary privilege of assisting Al Vanderberg, Ottawa County Michigan Administrator, and his team transform their culture through a comprehensive adoption of The Disney Way principles. The Ottawa County employees named their new culture the Ottawa Way.
Al proclaimed, “The results have been nothing short of amazing as preconceived notions of limitations of the applicability of customer service to local government ...
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