Qimpro Champions League

1. Qimpro Champion League: Challenge 5:
Best Practices /Problem Solving
( Disney / PVR Cinemas)
INDIAN INSTITUTE OF FOREIGN TRADE (IIFT)
Pranjal
Parihar
Vivek
Maheshwary
Anukriti
Singh

2. What Is benchmarking???
 Benchmarking - Process of comparing one's business processes and performance matrices to industry bests or
best practices from other companies
 Dimensions typically measured are quality, time and cost.
 In the process of best practice benchmarking, management identifies the best firms in their industry, or in another
industry where similar processes exist
 Organizations develop plans on how to make improvements or adapt specific best practices, usually with the aim of
increasing performance and efficiency.
 May be a one-off event, but is often treated as a continuous process in which organizations continually seek to
improve their practices.
 No single benchmarking process that has been universally adopted ,i.e., varies from industry to industry

3. Typical Stages in Benchmarking
1. Select subject
2. Define the process
3. Identify potential partners
4. Identify data sources
5. Collect data and select partners
6. Determine the gap
7. Establish process differences
8. Target future performance
9. Communicate
10. Adjust goal
11. Implement
12. Review and recalibrate

4. Dream Company: Walt Disney (Best Practices)
1. Be show
ready
• Disney or Disneyland is known to be tidy and clean
• The place is cleaned every night to be show ready the next morning
• Managers and employees work in sync to keep the place spotless
• The care about the appearance
2. Make every
customer feel
important
• The employees at Disney are trained to be “Assertive Friendly”
• The employees make effort to help the customers, if they are
confused
• Employees are trained to greet customers with full respect
• The first time customers or those with their birthday’s are specially
treated

5. 3. Provide
communic
ations
training
• Every employee is trained to be an effective communicator
• Employees are aware about the nitty gritty of their work environment
• They are trained to handle problems effectively
• Everything happens on time & if its not, the employees explain in the best
possible way the reason behind it
4.
Employee-
Employee
Relation
• Employees treat each other with mutual respect
• They would never send a short, low quality email to their clients or customers or
employees
• Effective communication channel exist between them
5. Hiring
guidelines
• They hire employees who are genuinely, friendly, dedicated and helpful among
them
• The training is a never ending process
Dream Company: Walt Disney (Best Practices)

6. BEST PRACTICES TO BE ADOPTED
•Many theatres of PVR are criticized to be filthy
•The theatres can be cleaned at night with thorough anti-pest and anti-
rodent teams
•The employees don’t seem to value the appearance
Be show ready:
•The employees are not friendly and tend to be rude sometimes
•They seem to be their just to finish the task at hand
•The lack the effort and to value the customers
•If a customer needs help, he/she has to toil hard to reach the manager
Make every
customer feel
important:
•Employees lack good communication skills
•Their exist no emphasis on communication skills of the employees
•Employees and Managers are not on same page
•Shows start with a bit of delay on some occasions
Provide
communications
training

7. Innovative Best Practices for PVR
For a theatre to be truly family- friendly, assistance should be provided to
women, children, elderly and physically challenged. An attendant should be
present to aid whenever required.
Attendants to help
children & elderly
While cleaning the theatre between shows, some form of entertainment
should be provided for customers waiting outside before the show. (games,
movie promos, advertisements, music)
Entertainment before
the show starts
Piracy is common in cinemas. Camcording activity should be checked as a
part of regular patrols. It can be included in the basic security scanning at
the cinema.
Theatre employees
should check
auditoriums for
recording
Fire Exits, Alarms, smoke detectors, Exit plans and proper announcement
infrastructure for alerting the customers and the staff should be in place for
tackling with any emergency situations
Security & Disaster
management
For facilitating continuous improvement and complaint redressal there
should be a social platform like facebook, twitter, pinterest, etc.
Social Platform for
customer feedback

8. Lessons learned by the team
 Teamwork is better than individuals working alone, and the whole is
worth more than the sum of its parts.
 Disney practices teaches us that customer’s should be valued as customer are the
king
 The PVR theatres can boost up their image and service by,
1. Effective communication
2. Promoting cleanliness
3. Valuing every customer that walks into the theatre
 Management lessons can be easily learned by simply observing our surroundings
 PVR administration can be made more robust if we take into consideration the “Be
show ready" philosophy of Disney

9. THANK
YOU