Bill Capodagli to Keynote Innovate Kentucky! - based on the book Innovate the Pixar Way

1st Annual Idea Festival Bowling Green: Creativity and Innovation - Keynote Topic:  Dreams and Dreamers:  How to Innovate like Walt Disney and the Pixarians - Feb, 2014

Bill Capodagli–ESKOWORLD Keynote Review

http://www.flexpackmag.com/articles/85846-eskoworld-2013-exceeds-expectations

Disney Way in Ottawa County - An Update

FOUR C’S STRATEGIC INITIATIVE UPDATE
The second round of Ottawa Way – Disney Way Customer Service training was completed last week. Bill Capodagli, co-author of The Disney Way facilitated the training and was assisted by Laura Mousseau and Misty Cunningham. A lot of positive feedback has resulted from the training. Each month for the next year another 90 employees will go through the training. A total of 1,100 will be trained.

This phase of customer service training is intended to cause a cultural shift in that employees of all 33 departments, offices, courts and agencies will have experienced the same training and have a unified focus on the County customer service story, vision and customer codes of conduct. I had some interaction with the group by introducing the Four C Strategic Initiative on the first day and history leading to who we are on the second day.

I also sat in the “hot seat” with Treasurer Brad Slagh and Marcie VerBeek, Human Resources Director at the end of the second day to take whatever questions the group had. A very fair question was, “What comes next? Do the employees being trained wait for a year to begin implementing the cultural change, until all employees
have been trained? When will specific customer training tools be developed? Did the leadership really buyinto the training they received in November, because no changes have been implemented? Is it really okay to begin living this customer service vision?“

Great questions! Anyone who has been through the training can begin following the customer codes of conduct immediately. Almost every one of these can be positively impacted by each employee individually. The leaders didn’t implement change because we are working on a cultural shift not the program of the month. I committed to circling back with the leaders to explain some of the concerns expressed and to discuss how this will all roll out over the next year.

We are making one more call for members for the Customer Service Team and will get this group going soon. They will provide a communication link and forum for all who have gone through the process already and will research and recommend specific tools for
customer service. The cultural change will happen as more employees go through the training and practice the
customer codes of conduct.

Al Vanderberg, County Administrator, Ottawa County, Michigan

YMCA CAMP KERN LEARNS STORYBOARING WITH BILL CAPODAGLI

http://campkern.org/leadership-conferencing/teambuilding/corporate-teambuilding/

Property Management Association of West Michigan–Bill Capodagli–Keynoter and Author

http://www.pmawm.com/newsletters/DIRECTIONSMay13.pdf

Ottawa County, Michigan Learning The Disney Way

http://impact.mlive.com/jenison/print.html?entry=/2013/05/the_disney_way.html

Mississippi Business Journal Columnist’s Favorite Book: The Disney Way

http://msbusiness.com/blog/2013/03/22/willoughby-david-reynolds-counts-listening-as-key/

Bill Capodagli–Disney Way Author Gives Advice on Writing a Book

http://www.blogtalkradio.com/mountaintopuniversity

Funeral Business Advisor Reads The Disney Way

http://www.funeralbusinessadvisor.com/?p=7419

DISNEY WAY KEYNOTE FOR ESKOWORLD in Phoenix!

http://www.esko.com/en/EskoWorld/Keynote

Beware the Performance Appraisal

http://procurementstories.com/2013/01/

Good Customer Service - by Dean Brown

http://bidn.com/blogs/Dean.Brown

Ottawa County Customer Service Initiative

“Counties typically consist of more than thirty departments, offices, courts and agencies making them a tapestry of governments rather than a single hierarchical organization. As a result, developing a cohesive Customer Service Vision for Michigan county governments is a daunting task. Ottawa County tackled this major initiative under the guidance of Bill Capodagli. Capodagli led a representative steering committee who developed the Ottawa County Customer Service Story and Vision. He then facilitated lively and informative sessions with ninety thoughtfully chosen County influencers who used Storyboarding to develop customer service Action Plans and Codes of Conduct. Follow-up work will focus on training the remaining County employees and incorporating the Customer Service Vision into the orientation of new personnel. Along with providing a framework for customer service, the sessions broke down the silos that naturally develop between divisions and enhanced the sense of camaraderie in Ottawa County.”  Al Vanderberg, Ottawa County Administrator