Case Studies

Dont just take our word for it.

We have chronicled a few of our client stories and how our work together has changed their business strategy and corporate culture. This is your chance to appreciate and analyze the results of Disney Institute engagements and to understand how we can help you "DThink your way to success".

Grant Regional Health Center - new!

Looking to increase its patient and employee satisfaction levels, as well as improve its competitiveness, Grant Regional Health Center turns to Disney Institute for assistance

Grant Regional Health Center, a 25-bed hospital in rural Wisconsin, had long neglected its customer care, employee satisfaction and even its physical plant. Faced with increasing competition from nearby hospitals, administrators realized they needed help in correcting these deficiencies and approached Disney Institute for help. After implementing many of the lessons learned during a three-day customized program at the Walt Disney Resort in Lake Buena Vista, Fla., the 164-employee hospital saw its customer satisfaction scores soar to over 90%, its employee turnover drop nearly by half as well as increased revenues.

Minto - new!

Integrated Real Estate Development, Construction and Management Company Minto Looks to Disney Institute for Help with Company-Wide Customer Service Program

Since its founding in 1955, Ottawa-based builder and developer Minto has grown to become one of North Americas most successful integrated real estate companies. But the company needed to transform the companys asset-based culture to one that is more customer-driven. Mintos leaders enlisted the help of Disney Institute and are now seeing promising improvements in customer satisfaction, employee engagement and more.

Elizabeth Public Schools

Accelerating Student Achievement and Improving Culture

Changing the culture of a school district that with more than 4,000 employees and an annual budget of more than $400 million is a massive undertaking, but Elizabeth Public Schools showed its possible. With help from Disney Institute, school administrators finalized an action plan to accelerate student achievement and improve the districts organizational culture. Today, the New Jersey school district has made impressive strides in pushing its "Keys to Excellence" program ever closer to its goals.

Orlando Magic

Disney Institute Helps Orlando Magic Launch New Customer Service Program

Faced with mediocre customer service results and a scheduled relocation to the newly-built Amway Center, the Orlando Magic basketball organization decided it was time to energize and re-train its current employees as well as the centers new service personnel. The well-respected NBA organization turned to Disney Institute to help introduce a new service-oriented culture to more than 700 employees. By implementing a wide range of Disneys best practices, the Orlando Magic saw employee morale soar and customer service results jump above the 90th percentile.

University of Tennessee Athletic Department

University of Tennessee Athletic Department Improves Leadership, Customer Service Skills

The University of Tennessees athletic department has a well-earned reputation as one of the nations most successful collegiate programs. Recognizing that even the best program can always improve, management turned to Disney Institute to learn how Disneys brand loyalty, creativity and outstanding customer service practices could boost their customer satisfaction results. After implementing many of the lessons learned at a one-day program, the department is well on its way to making a great operation even greater.

Parker Hannifin

Parker Hannifin Works to Improve Customer Experiences

With the aid of custom-designed Disney programs and presentations, international manufacturer Parker Hannifin instituted a company-wide customer experience initiative (I am Parker) that is producing measurable improvements in the customer experience.

2010 FIFA World Cup

Disney Institute Customer Service Training Helps 15,000 South African Workers Prepare for World Cup Visitors

In an effort to boost customer service prior to the 2010 FIFA World Cup South Africa, the Federated Hospitality Association of Southern Africa (FEDHASA) retained Disney Institute to deliver hospitality training to approximately 15,000 of the countrys front-line service workers.
The training, which was delivered across nine provinces over 34 days, focused on Disney best practices as they relate to quality service, leadership and people management. The programs for front-line workers focused primarily on delivering great service; a series of train-the-trainer sessions also included the leadership and people management content.

Florida Hospital for Children

Patient Satisfaction Scores Soar at Florida Hospital for Children, Thanks to Help from Disney Institute

Orlando-based, 1,200-bed, Florida Hospital for Children has a solid reputation as a first-class, well-respected health care facility. But after measuring patient and family satisfaction scores two years in a row, administrators were shocked to find that their facility ranked in the bottom ten percent of hospitals nationwide. A massive change of culture was needed to boost the hospitals ratings.
After implementing many of the lessons learned in Disney Institute seminars and presentations at the Walt Disney World® Resort in Lake Buena Vista, Fla., the 1,000-employee hospitals satisfaction ratings are now in the high 90th percentile— among the highest in the nation. Employee morale and retention rates have also increased.

Webster Bank

Webster Bank Improves Employee Engagement by Focusing on Ways Employees Can Succeed in Their Jobs

For Jeff Brown, the moment of truth came when he looked at the way his business was communicating with current and prospective employees.
Like many other well-respected organizations, "We were telling them 50 ways they could get fired, but we werent telling them how they could succeed or why they should care," says Brown, chief administrative officer of Webster Financial Corporation and Webster Bank, one of the nations leading regional commercial banks with more than $17 billion in assets. "You cant expect great customer service from people who arent engaged."

Barton Memorial Hospital

Boosting Satisfaction Scores and Slashing Employee Turnover

Californias Barton Memorial Hospital suffered from higher than average employee turnover, low to average patient satisfaction scores and the threat of a new competitor. Management enlisted Disney Institute to help create a new employee and customer service program to address these problems. After attending training seminars at the Walt Disney World Resort in Lake Buena Vista, Fla., and implementing a new company-wide employee and patient excellence program, the hospital reported a jump in both patient and staff satisfaction scores and enjoyed annual savings of more than $200,000 due to a drop in employee turnover.

Häagen-Dazs

Breathing New Life Into Employee Training

International ice cream manufacturer and marketer Häagen–Dazs needed help implementing and introducing a new training and brand–awareness program. Members of the companys marketing and operations teams as well as international franchisees, experienced tailored Disney Institute programs that explored the links between employee satisfaction, guest satisfaction and operational results. After implementing many of the lessons learned, franchisees report increases in sales revenue, growth, customer approval and employee satisfaction.

Humana, Inc.

Reaching "Perfect Service" Goals

Health insurance and health services provider Humana was challenged with a variety of customer and employee problems that were costing the company time and money. Executives turned to Disney Institute for guidance on how to make theirs a more customer-focused business that would also be a great place to work for the companys 25,000 associates. After the work with Disney Institute, Humana realized a $50 million savings thanks to improvements in customer service as well as reduced employee turnover rates.

MacDill Air Force Base

Targeting the Mission at Hand

With customer satisfaction levels in the 90th percentile most companies would feel comfortable – not the MacDill Airforce Base 6th Medical Group. With relocation in their future and a desire to continue to provide excellent service, leaders called on Disney Institute to re-energize and inspire their team.

Runza Restaurants

Improving Customer Satisfaction and Reducing Employee Turnover

Runza Restaurants, a successful and well-respected chain of 79 quick-serve restaurants, had good customer satisfaction scores but wanted to push them even higher. The companys management team turned to Disney Institute to re-launch a chain-wide customer service program. After implementing many of the lessons learned, Runza saw dramatic jumps in customer satisfaction, as well as drops in customer complaints and employee turnover.

Siemens Medical

Improving the Patient Experience

Medical equipment manufacturer Siemens Healthcare enlisted the help of Disney Institute to assist in creating and presenting a three-day educational conference for a select group of clients. The conference helped Siemens Healthcare position itself as a manufacturer committed to helping its clients improve patient care while offering the latest in innovative medical equipment. The event was so well-received by Siemens Healthcare clients that its now held annually.

Volvo

Building Commitment Through an Internal Brand

Volvo automotive company was experiencing a brand identity crisis following its acquisition by The Ford Motor Company. Inconsistency with training for Volvo employees between the United States and the United Kingdom motivated Volvo Car U.K. Limited executives to take action. Working with Disney Institute, Volvos U.K. leaders attended programs at the Walt Disney World® Resort in Lake Buena Vista, Fla. before bringing Disney Institute consultants to the U.K. to work directly with Volvo frontline operations. By developing new hiring techniques, communicating their companys heritage to employees and benchmarking Disney quality service practices, Volvo Car U.K. Limited has been able to increase employee retention and boost overall morale.

Arkansas Childrens Hospital

Becoming an Employer of Choice

Arkansas Childrens Hospital (ACH) was on a quest to deter its high employee and nurse turnover rates and improve patient satisfaction scores. The hospitals leadership team pursued the help of Disney Institute to help make the necessary changes within their organization. After nearly 10 years and a variety of follow-up sessions with Disney Institute, including additional training for physicians and nurses, ACH was recently named one of FORTUNE 100 Best Companies to Work For® the third year in a row.