NOVEL SOLUTIONS
Putting Magic in ABRIDGED Training
SHANNON WETZEL, SENIOR EDITOR D
uring a recent family trip to Disney World, I was impressed by the level of customer service and attention to detail
displayed by the employees, or cast members. Later, I was intrigued by the book “Disney U” by Doug Lipp, which claimed to show how Disney University developed engaged, loyal and customer-centric employees. Could it be applied to the metalcasting industry? Most metalcasting facilities are small businesses,
the physical work is tough, profi ts are slim, and a lovable character (usually) doesn’t greet you at the door. Your business doesn’t have the same resources as Disney, but, surprisingly, some of the points highlighted in “Disney U” can be applicable. Walt Disney felt his employees’ dedication to
his vision was paramount to diff erentiating his Disneyland theme park from others and invested considerable resources to ensure they were not only well trained but also productive and happy in their roles. In “Disney U,” Doug Lipp illustrated vari- ous instances of how the Disney training center Disney University was utilized to boost em- ployee morale, improve employee performance or bolster employee production during specifi c major milestones. Each chapter fi nishes up with workbook-type questions to help you apply Dis- ney’s strategy to your own company. Perhaps you don’t have to worry about Snow White snapping at a 6-year-old, but do you have the equivalent in your foundry? A surly melt deck operator or condescending sales manager? T e book asks you to examine the reasons behind why this employee attitude is tolerated, what needs to be done to change the environment, what are the barriers and who can lead the way. According to the book, Disney University is
based on four principles for success: • Having a seat at the leadership table. • Being a valued part of the organizational culture.
• Moving well beyond providing merely short- lived programs.
• Being incessantly creative and willing to try new approaches to keep the message relevant, fresh and engaging. T ese can be applied just as well to the met- alcasting industry—no characters required.
42 | MODERN CASTING June 2014
Relevance to Metalcasters Technical Diffi culty Self-Help Fluff Profi t Booster
“T e type of morale slump
experienced after the opening of Disney World is a challenge for many companies; some level of employee and manager burnout is normal.”
Metalcasters’ Translation: Whether it’s the completion of an expansion, new product launch
or other major project, the period after the accomplishment can put your employees in a slump. It is up to management to come up with a plan to engage employees and ramp up service to them as internal customers.
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