DOWAGIAC STUDENTS APPLYING DISNEY WAY STORYBOARDING

Scores head in right direction

http://www.dowagiacnews.com/2011/04/19/scores-head-in-right-direction/

April 26, 2011

Published 8:39pm Tuesday, April 19, 2011

The assessment test glass appears half full instead of half empty to thirsty Dowagiac educators.

Where district third graders lagged four percent on third grade math scores in 2009, for 2010 Dowagiac closed that gap with state average by 2 percent.

“In elementary grades 3-5, we have three increases in comparison to state averages, we have two that remain even and we have two (third grade reading and fifth grade math) where we are 1 percent off the state average.

“We just need to continue what we’re doing and tweak it,” Assistant Superintendent Patti Brallier reported to the Board of Education Monday night in the middle school Performing Arts Center because of the new dinner for Top 10 graduates in the cafeteria.

“We increased from state average 10 percent” for sixth grade math, Brallier said. “We’re even in reading, we increased in social studies, we increased in math and reading at the seventh grade level. We increased in math at the eighth grade level, we’re even in reading, we increased in science and we increased in social studies.”

Brallier, who has been assistant superintendent for four years, said the middle school “strategy is working.”

“It’s really exciting,” she added, “because there is growth and positive achievement happening, and we look forward to continuing that with this next school year. We will focus on literacy in the areas of reading and writing, so that at the end of third grade all students will be at grade level. That is our goal.”

“I congratulate the staff and administration for the gains and trends,” President Larry Seurynck said.

Seurynck called Gov. Rick Snyder’s budget proposal “very cynical” because “it’s not the School Aid Fund that’s in trouble, it’s the General Fund. The state has chosen to raid the School Aid Fund. For the state to jeopardize kids’ one fair chance at an education to improve their lives is a cynical way to balance the budget when there are obvious other ways” to meet the May 31 deadline legislators are working toward.

Superintendent Dr. Mark Daniel reported that high school students experienced storyboarding The Disney Way the Friday before spring break.

“We’re now looking to move into the six buildings” to share the experience with parents.

“Hopefully, we’ll finish that by May. Mr. (Bill) Capodagli has been contacted and he’s going to help us sort through the numerous storyboards and find some commonalities, so we’re appreciative of that,” Daniel said.

DISNEY WAY STORYBOARDING FEEDBACK FROM CAAP’S ANNUAL CONFERENCE

On March 24th, Bill conducted a storyboading session for the Community Action Association of Pennsylvania.  The focus was on how the individual agencies could provide Disney Way service to their audiences despite the inevitable federal funding threats to their network.  The feedback on the session was overwhelmingly positive.  Here are the written comments provided by the participants (original typos were not corrected):

Great

Excellent this type of presentation & workshop is needed.

This was fabilous workshop. The presenter was great. I feel like I can apply what I learned.

Fantastic

Wonderful training will use this extensivley.

Excellent presenter with great hands on tips!

Excellent workshop

Great workshop-I will use this immediately.

Story Board…something the Board of Directors should use.

Disney Way “Magical Moments” Account of WDW’s Customer Service

 

It’s a Wonderful World

The micro details of customer service are what separate the winners from the losers in business

April, 2011

by Kathleen Martin

The first day she wore a Cinderella ball gown everywhere. But in the days that followed, disguised in sneakers and a T-shirt, people could still tell, just by looking at her, that she was a princess. “How are you this morning, Princess?” they’d say, bending down low in front of her.

My four-year-old daughter couldn’t have been happier. She beamed at the wait staff, at the people collecting garbage from the streets, at the shopkeepers. We were at Walt Disney World Resort, where it seemed everyone was transformed: into royalty, into Jedi Knights, into parents with unlimited patience. The Disney employees—people for whom the incredible magical production is, well, work—were also most curiously happy.

The entire week we spent there was populated with smiling helpful employees called “cast members” who raced to anticipate the needs of guests without exception. “The food looks good, but the desserts…I really don’t like carrot cake,” admitted my husband, when a staff member at a quick-serve restaurant saw him looking at the menu options. “They serve chocolate cake at the restaurant a little way down the street,” the waiter responded. “Why don’t you order your food, and I’ll run down there and get you some.”

Despite our protests that it wasn’t necessary, he did exactly that. Within 10 minutes, he had arrived back at our table, cake in hand. He had wanted our lunch to be perfect, and thanks to him, it was.

I needed to find out what was in the employee Kool-Aid.

“I really like my job,” said more than one person. Others said, “They spend a lot of time training us on the traditions of Disney; they let us make decisions to make things better for our guests; they put up our picture if they catch us doing something extra to help a guest, particularly if it’s a child; they try and make it fun for us.”

Bill Capodagli and Lynn Jackson, the authors of The Disney Way, have built their careers on studying Disney. “Walt Disney insisted that every employee is the company in the mind of the customer,” they write. “Because Disney insisted that customers be treated like guests, great customer service has become a standard feature of the total package the Disney Company offers. And wrapped up in that package is a gift of creativity—in product, service, and process—that makes even jaded adults smile with childlike delight.”

Posted in several places around Disney World parks is this quote from Walt: “I only hope that we never lose sight of one thing, that it was all started by a mouse.” In other words, what he created came not from something cataclysmic or untouchable but from something common, coupled with a well-exercised imagination and a fine attention to detail.

In his best-seller The Tipping Point, Malcolm Gladwell describes a simple method, called the Broken Windows hypothesis, which New York’s Police Department used to fight violent crime. They relentlessly addressed small problems, such as broken windows and graffiti and people trying to skip out on subway fares. Crime rates dropped. They discovered that minor, seemingly insignificant quality- of-life crimes were tipping points for violent crime.

Perhaps something similar applies in business. If we relentlessly address the details—the seemingly insignificant aspects of customer service, for example— I think our businesses will become more successful. It’s the simple things that astounded me at Disney World, which are missing from so many of my daily customer-service experiences.

If cast members were talking to one another when I approached them, they stopped instantly and turned their attention to me. Every time. Although thousands of people cycled through restaurants I visited, I rarely saw garbage on the floor or an empty table that wasn’t quickly being cleaned.

One night, when we waited briefly in line at a restaurant, a cast member came over and sat down next to my children. She asked them about their day and drew them pictures of Mickey Mouse on napkins. I discovered later that her shift had already ended, and she had stayed those few extra minutes to make them feel important.

The experience was unforgettable, and it’s not rocket science. It’s possible for any company. As Walt would say—it’s just a dream away.

Kathleen Martin is a freelance journalist based in Halifax. She can be reached at masthead@ns.sympatico.ca

Progress Media.ca’s site is designed to help business owners and CEOs grow their businesses more effectively.

Kennedy Center Learns Secrets from Innovate the Pixar Way

Tuesday, April 5, 2011

Kennedy Center Meeting: A Glimpse of the Future

I recently attended the annual meeting of the John F. Kennedy Center’s Partners in Education program. Purdue Convocations and the Lafayette School Corporation (LSC) are partners in this program that pairs arts presenters and school systems to present top quality professional development training to area teachers. This is the fourth year for the local partnership. Cindy Preston, a second grade teacher at Edgelea Elementary attended representing LSC.

The meeting focused on a look into changes in education and how we can meet the challenges of 21st Century learning. Two major challenges to arts education are funding and keeping up with the rapid pace of changing technology.

The keynote speaker, Bill Capodagli, author of The Disney Way and Innovate the Pixar Way, emphasized the importance of leadership and innovation in moving an organization forward. He pointed out how less structured work environments led to more productive and creative employees in several companies who chose to try a new approach to their corporate environment.

Futurist Garry Golden, whose work is to help people learn how to anticipate and lead change, forecast an even greater leap forward in technology in the next ten years. He told the group that we are now entering a learner-oriented era in which learning is not so much institution, or teacher, - driven, but will be more about what we learn from those around us. It will not be so much about what is delivered as it will be about our own self-directed efforts. He predicted that soon almost everyone will have a hand-held electronic device and more and more content will be delivered through these devices.

Learning is making the leap from formal to informal. He also predicted the emergence of what is termed, “Third Place”. These are locations that are not home and not work where people gather to interact or gather information, like cafes, malls, parks, etc. This calls for new ways of communicating.

Arts education researcher Eric Booth helped attendees look at the work of author Daniel Pink’s book Drive and how the arts and arts education can help deliver what our culture needs and wants – innovation, creativity, discovery, increased curiosity and engagement, authentic learning, sustainable rigor, and most specifically, intrinsic-motivation.

Posted by Laura Clavio, assistant director of Convocations

Initiated in 1902, Purdue Convocations is among the oldest collegiate performing arts presenters in the United States. Each year, Convocations offers the region 30–40 performances of widely varying genres: Broadway-style shows, theatre, dance, children’s theatre, world music, jazz, and chamber music, along with rock, pop, country, and comedy attractions. www.convocations.org