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 Pre-interview: “We’ve always been focused on our residents but our approach (isn’t) formalized.” Post-interview: 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 Identify 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 ACH 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 ACH 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 ACH 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,