Lenn Millbower

This session, based on the presenter’s book "Care Like a Mouse," will show attendees how Disney harnesses human capital through Purpose, Priorities and People. At each step, he will share strategies and tactics participants can apply to their organization.

Purpose – The goal every team member aims to achieve. We will share how Disney defines its Purpose and weaves it into every human interaction. We will then overview the steps necessary to create a Purpose Statement.

Behavior and Operating Priorities – The filters through which Purpose is delivered. Behavior Priorities describe the expected leader / employee behaviors. These “Disney Basics” apply to reviews, promotions, coaching and discipline. Operating Priorities let employees serve customers at the moment of need without leader approval. We will share both sets of Priorities and ask participants to compare their organizational behaviors with these filters.

People – Putting human capital first. Much of Disney’s success comes from how it engages Castomers™. Disney believes that great leaders deliver quality employee experiences, engaged employees then deliver quality customer experiences, and satisfied customers increase business results. We will share examples of the tools Disney uses to connect to its castomers™ and castomers™.

People think that everything Disney touches is magic. It’s not. Its method. Learn the method and you can create your own magic.

Be attending this session, you will:

• Discover the importance of Purpose in focusing employees on the overarching goal of the organization
• Identify Disney’s Operating Priorities and the ways in which those priorities help every team member, at every level within the organization, make the best decisions for delivering Disney’s Purpose
• Examine the multiple approaches Disney uses to recognize castomers™ who effectively serve customers
• Explore the Disney leadership expectations and the ways in which those expectations align with a castomer™ focused culture
• Identify how a castomer™ focused culture can unleash your people to improve your processes, maintenance and service delivery"