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Disney Institute

Disney Institute



Created by: Jill Megredy & MaryKay Severino.

Created by: Jill Megredy & MaryKay Severino.

This ppt presentation looks at the Disney Institute using the Kirkpatrick model and the Success Case Study Model.



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    Disney Institute Disney Institute Presentation Transcript

    • The Disney Institute
    • A New Business Model
      Roy & Walt Disney created an innovative Business Model
      Teamwork and Collaboration
      Employees recognized for Achievement
    • Is the training effective?
      We’ll evaluate the Disney Institute's training
      1st The Kirkpatrick Model
      2nd The Success Case Model
    • AIMCOApartment Investment & Management Company
      The Training Objective:
      AIMCO needs to improve customer service
      Training Evaluation:
      AIMCO uses the Kirkpatrick Model to evaluate the Disney Institute Training.
    • Level 1: Reaction
      The Kirkpatrick Model
      “The reaction was so positive that we scheduled a third program for December.”
      Verbal Reactions
      Surveys Questionnaires
    • Level 2 : Learning
      The Kirkpatrick Model
      “We’ve always been focused on our residents but our approach (isn’t) formalized.”
      AIMCO created ‘Moments That Matter’ a 4 point strategy that focuses on the importance of details in creating positive moments.
      Pre/Post Tests Interviews Observations
    • Level 3: Behavior
      The Kirkpatrick Model
      AIMCO continuously observes effectiveness via a company intranet where “residents can communicate feedback”
      Interviews & Observations over time
    • Level 4: Results
      The Kirkpatrick Model
      Monitoring the Positive Comments:
      AIMCO keeps track of which properties generate the most positive comments.
      “Of the hundreds upon hundreds of positive postings…the majority of them come from communities that have already adopted the ‘Moments That Matter’ program.”
      ROI : Turnover, Productivity, Profits,
    • ACH
      ACHArkansas Children’s Hospital
      The Training Objective:
      ACH needs to improve satisfaction scores
      Training Evaluation:
      ACH uses the Success Case Model to evaluate the Disney Institute Training.
    • ACH
      The SUCCESS Model
      In 2001, ACH was dealing with mid-level patient satisfaction scores, loss of staff and difficulty recruiting new critical staff.
      Verbal Reactions
      Surveys Questionnaires
    • Survey
      The SUCCESS Model
      ACH tried short term fixes such as signing and relocation bonuses but they did not work to raise the satisfaction score levels
      In 2002, ACH leaders attended a program created just for them “Excellence in Healthcare Leadership” at the Disney Institute.
      Pre/Post Tests Interviews Observations
    • Analyze
      The SUCCESS Model
      Hospital leaders studied how Disney trains its leaders and began to understand how strong, effective leadership is the key to business growth drivers such as high employee and customer satisfaction.
    • Results
      The SUCCESS Model
      Monitoring the Positive Comments:
      Employee opinion scores have increased since 2001. ACH is now ranked in the 90th percentile in both patient and employee satisfaction.
      “We are now purposeful in treating our children, families, fellow team members and entire community with care, love and hope,” say Scott Gordon, ACH Chief Operating Officer.
      ROI : Turnover, Productivity, Profits,