Disney Institute


Published on

Created by: Jill Megredy & MaryKay Severino.

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

  • Be the first to comment

  • Be the first to like this

No Downloads
Total views
On SlideShare
From Embeds
Number of Embeds
Embeds 0
No embeds

No notes for slide

Disney Institute

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