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Walt Disney Parks & ResortsUsing Analytics To Create Guest MagicJuan F. Gorricho
The Walt Disney Company
Our Company’s GoalsWalt Disney Company   Walt Disney Parks & Resorts• Creativity          • Leading providers of family• T...
Our “Pixie Dust” For Success in Information Management             People                 Process                      Tec...
Evolution of Information Management At Parks & Resorts Early                         Next Gen                   Maturity Y...
Business Value Through Analytics                                   Business           Revenue                  Value
The Challenge…Exceeding our guests expectations…       …while making magical connections to enable memories
Cast Members Create Magic“Well you all give mebig old hugs, and I’llfly right up there andgive them to her”Tinker Bell
Big Business Opportunity80K+ 240K+Cast Members paid every week                            Shifts scheduled every week     ...
Business Value Through Analytics           Revenue                                        Business                        ...
A Supply Chain View of Workforce Management                   Plan                          Schedule            Execute   ...
Workload Forecast        Consume Drivers                     Forecast Workload 20,000+ drivers                   50+ milli...
Close The Loop – True Decision Support                   Events take                 Events are                      place...
Revenue Management Principles Are ApplicableKey Concept        Revenue Management             Workforce Management /      ...
What About Big Data?1. It is all relative2. So what?                                    Feedback loop                     ...
Our “Pixie Dust” For Success in Information Management             People                 Process                      Tec...
Thank YouJuan F. Gorrichojuan.f.gorricho@disney.com@jgorricho
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Disney Parks: Creating Guest Magic Through Analytics

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Disney Parks: Creating Guest Magic Through Analytics

  1. 1. Walt Disney Parks & ResortsUsing Analytics To Create Guest MagicJuan F. Gorricho
  2. 2. The Walt Disney Company
  3. 3. Our Company’s GoalsWalt Disney Company Walt Disney Parks & Resorts• Creativity • Leading providers of family• Technology travel and leisure• Global expansion experiences • Creating memories that will last forever
  4. 4. Our “Pixie Dust” For Success in Information Management People Process Technology
  5. 5. Evolution of Information Management At Parks & Resorts Early Next Gen Maturity Years Total Total ITBusiness Control Control
  6. 6. Business Value Through Analytics Business Revenue Value
  7. 7. The Challenge…Exceeding our guests expectations… …while making magical connections to enable memories
  8. 8. Cast Members Create Magic“Well you all give mebig old hugs, and I’llfly right up there andgive them to her”Tinker Bell
  9. 9. Big Business Opportunity80K+ 240K+Cast Members paid every week Shifts scheduled every week 50% of Parks & Resorts Operating Expenses
  10. 10. Business Value Through Analytics Revenue Business Value Operational Cost The next frontier…
  11. 11. A Supply Chain View of Workforce Management Plan Schedule Execute Forecast Plan Schedule Deploy Record Time Workload Headcount Cast How many cast How many Who is What and How many needed? cast to be scheduled where do I hours were When? hired and where? And work now? actually Where? trained? when? worked? Position? Technology and Analytics
  12. 12. Workload Forecast Consume Drivers Forecast Workload 20,000+ drivers 50+ million data points 40,000+ business rules From 20+ days to 4 hours Robust information infrastructure
  13. 13. Close The Loop – True Decision Support Events take Events are place observed One way analytics is not acceptable! Actions are taken
  14. 14. Revenue Management Principles Are ApplicableKey Concept Revenue Management Workforce Management / OperationsSegmentation Customer Segments Employee SegmentsForecasting Bookings Forecast Transaction forecasts, Hiring forecasts, Absence forecastsOptimization Optimized offers for Optimized staffing planning, customers optimized schedulesYield Management Yield managing rooms to fill Yield managing shifts to fill, benefit cost through utilization
  15. 15. What About Big Data?1. It is all relative2. So what? Feedback loop BI/DW/ OLTP Traditional BI Analytics Ecosystem Big Data Sources (OLTP, non-OLTP)
  16. 16. Our “Pixie Dust” For Success in Information Management People Process Technology
  17. 17. Thank YouJuan F. Gorrichojuan.f.gorricho@disney.com@jgorricho

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