The Magic of Disney

Begins with HRIM

Case Study

Agnes Halimao
Trina Agnes Santillan
MBA I-1
I. Viewpoint
▹ Human Resource Manager

II. Time Context 2

▹ Jobs at amusement parks are repetitive in nature. In

the recent performance appraisal, most of the
employees’ comments include lack of motivation on
having to perform their tasks repeatedly.
III. Definition of the Problem
▹ How Disney will be able to maintain
employee productivity on its non-technical
jobs with repetitive functions?

IV. Objectives 3

Short–term: To recommend the most cost beneficial

approach to maintain employee productivity despite
repetitive work activities

Long-term: To foster job satisfaction to all its employees

through its programs
V. Areas of Consideration
1. As part of Disney's vision of creating a feeling of magic to its
guests/customers, excellent delivery of "Disney Courtesy" is required
from its ticketing hosts/park greeters of the Park Operations
Management group.
2. The role of ticketing hosts/park greeters is a non-technical, non-
complex functions which primarily focuses on, offering a personalized,
efficient welcome to the guests, and adapted to the theme or
assigned attraction. It relies on a welcoming attitude and sense of 4
service, attention to detail, and excellent interpersonal skills with
guests and the other team members.
3. Majority of the ticketing hosts/park greeters are high school and
college students and are paid on hourly basis.
4. Each employee is assigned a Disney cast member role after successful
completion of the required training.
5. Each cast member role is limited to one employee and is being
performed repeatedly day after day.
V. Areas of Consideration -
SWOT

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VI. Alternative Courses of Actions (ACA)

ACA 1 Increase the number of tasks performed

ACA 2 Implement a job rotation program 6

Provide a variety of activities and

ACA 3
autonomy to the employee
ACA 1 - Increase the number of tasks performed

Advantages Disadvantages
 Employee learns many new  Increases work burden
activities  May increase frustration of
 Improves earning capacity of the employee because
employee increased do not result in
increased salaries

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ACA 2 - Implement a job rotation program

Advantages
 Gives employees the
opportunity to explore
alternative career paths in the
same company
Disadvantages
 Decrease productivity for
the rotating employee and
for other employees who
must take up the slack.

 Employees develop various skills

that are essential in order to
become an all-rounder in any
team

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ACA 3 - Provide a variety of activities and
autonomy to the employee
Advantages Disadvantages
 provide a greater variety of  Prone to abuse
activities to the employees to
increase the interest of the job
and make maximum use of
employee’s skill
 Workers are permitted to
manage their time

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VI. Recommendation
ACA 2 - Implement a job rotation
program 10
 1. Involve the employee and managers in planning job
rotations so that there is a clear understanding of mutual
expectations.

2. Formulate clear policies with emphasis on

- Who will be eligible for the program, whether
employees will be restricted to certain jobs or will be
open to all job classifications.

VIII. - Determine whether or not the program will be

mandatory or if employees will be allowed to “opt-out.”
If so, will this have an impact on their performance
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Action Plans appraisal? For employees who do express a desire to
opt out, it may be important to emphasize the rotation
with the career development process, so the employee
clearly understands the developmental needs addressed
by a job rotation program

3. Have a clear understanding of exactly which skills will be

enhanced by placing an employee into the job-rotation
process. Address skills that aren’t enhanced by job rotation
through specific training programs and management
coaching.
THANK YOU! 12