I bring this up because yesterday I attended the Business Growth Expo hosted by the Atlanta Business Chronicle. One of the speakers was Jack Santiago, a business program facilitator for Disney. He spoke about Disney's approach to People Management and their approach to quality service. This was my first opportunity to be exposed to the Disney approach. I was impressed. Their emphasis on culture, the language they use, the screening they do, communication methods and the care the demonstrate to employees all go into creating a culture that allows them to be, and has made them, a giant in the entertainment business. They realize that they are in a business where they can teach people the technical skills of the job but they have found it much harder to teach the "softer" skills or the "attitude" necessary to be successful as an employee. Their approach to selection consists of the following:
- Communicate the organization's culture throughout the selection process
- State non-negotiables up front
- Treat applicants as guests
- Hire attitude vs. aptitude
I would like to know more. I plan on reading The Disney Way, Revised Edition: Harnessing the Management Secrets of Disney in Your Company by Bill Capodagli and Lyn Jackson to learn more. But if you know something please comment and tell us how it works?
One thing is certain. The derisive term of "a Mickey Mouse operation" is not correct. It should be seen more as a compliment.