GROUP 3

UEMF18003 – Ananya Mohanty

UEMF18010 – Nanda Kishore Prusty
UEMF18018 – Sparsh Naik
 THE MAGIC OF
DISNEY
 “Walt Design Imagineering”:
The foundation for Disneyland started in
1952 by Walt Disney Company
 VISION :
“Producing unparalleled entertainment
experiences based on its rich legacy of quality
creative content and exceptional story telling”
 MISSION :
Providing customer, the experience of
Fantasyland and their beloved Disney’s
magic characters through 11 theme parks,
35 resort hotels and two cruise ships across
the world.
 TOKYO DISNEYLAND
 Opened in 1982, it is owned and operated by the Oriental Land
Company (A Japanese leisure and tourism company)
 Disney had designed the park and advised on how it should be
operated.
 Japanese customers have a significant appetite for American
themes and American Brands
 Suited to Japanese Culture –
Cleanliness, Uniforms, Patience, Souvenirs
Visitors are used to crowding, queuing and being polite to
strangers
 The formula for Disney worked well in Japan
 DISNEYLAND PARIS
 Opened in April 1992 as Euro Disney and went through a Roller Coaster Ride
 Tested through employees, main sponsors and their families, and did not receive
positive feedback.
 People from surrounding village protested against the noise and disruption of the
park
 There was a terrorist attack before the night of the opening
 Opening day crowd was expected to be 500000 but ended up with only 50000
 Consisted of three parks:
The Disney Village - composed of stores and restaurants
The Disneyland Paris - the main theme park
The Disney Studio Park - more general movie-making theme
 Euro-American blend
 Distinct features such as recognizable characters and new innovative safety rides
 Neat and clean environment
 WHY PARIS?
 Location was chosen over Britain, Germany,
Italy and Spain
 There was a suitable site available just outside
Paris.
 Easy to reach and proper transportation linked
 Paris was already a highly attractive vacation
destination.
 Europeans generally take significantly more
holidays each year than Americans (five weeks
of vacation as opposed to two or three weeks)
 Research indicated that 85% of the French
people would welcome a Disney park
 National and Local government support
 SERVICE PROCESS
 Philosophy of consistent entertainment
 Employees were called cast members, wore costumes and addressed
park visitors as guests
 Attention to appropriate attitude of employees; courtesy level, body
language, response and work performance
 Continuous improvement and enrichment of service in the light of
customer feedback
 Fanatically clean surroundings
 Staff induction programmes and recognition programmes
 Timed performances; no two characters appeared simultaneously
 Hot-line connection at all corners for quick problem resolution