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Case Two The Walt Disney Company The Walt Disney Company was incorporated in 1995. It operates in four business segments including Media Networks, Parks and Resorts, Studio Entertainment, and Consumer Products and Interactive Media. The company is headquartered in Burbank, California, and maintains a workforce of 195,000 people worldwide. The mission of the Walt Disney Company is: "To be one of the world's leading producers and providers of entertainment and information. Using our portfolio of brands to differentiate our content, services and consumer products, we seek to develop the most creative, innovative and profitable entertainment experiences and related products in the world." Four core values provide the foundation to support the achievement of the company's mission-safety, courtesy, the show (performing according to a role's requirements) and efficiency. To provide a world-class experience for all of the guests who visit Disney theme parks, the company translates these four core values into specific service practices for its case members (employees): Safety I practice safe behaviors in everything I do I take action to always put safety first I speak up to ensure the safety of Others Courtesy I project a positive image and energy I am courteous and respectful to Guests of all ages I go above and beyond to exceed Guest expectations Show I stay in character and perform my role in the show - I ensure my area is show-ready at all times Efficiency I perform my role efficiently so Guests get the most out of their visit I use my time and resources wisely Effective leadership is critical for motivating Disney cast members to provide the desired level of guest experience at its theme parks. The four core values have been linked to specific leader practices referred to as Disney Leader Basics: I lead with a positive attitude and demonstrate commitment to Cast Members I know and manage my operation and teach it to Cast Members I recognize and hold Cast Members accountable for delivering The Four Keys Basics In addition, Disney leaders motivate cast members by articulating a vision for how to achieve the mission of the company in a way that is consistent with its four core values. Storytelling is an essential part of putting this principle into practice. Closely related to this is an emphasis on purpose before task so that cast members understand why they are performing their job duties. Finally, leaders need to focus on concrete actions that are consistent with Disney's mission and values so that they provide a strong model for cast members. The Walt Disney Company places a strong emphasis on cast member recognition as a means to motivate and engage them. The company has more than 180 recognition programs. Some examples of these programs include the following: Lifetime Spirit of FRED Award that was created from the name of an employee who personified the Disney values: Friendly, Resourceful, Enthusiastic, and Dependable. Recipients are given a miniature Mickey Mouse statue. WOW! Cards-Staff use brightly colored, trifold thank-you notes to recognize fellow staff members for their help. Eliminate the NegativeDisney recognizes cast members who are service minded and people oriented by inviting them to serve as facilitators for training programs for new cast members. The program reinforces the Disney culture in the trainers. Disney expects its leaders to be coaches and to give its people regular developmental feedback to help them grow at a personal and professional level. Managers' job performance is formally evaluated based on their financial/technical skills, but also on their ability to lead people. Questions 3. How does the Disney Company use Alderfer's ERG theory of motivation to motivate its workforce? 10% 4. How does the Disney Company use reinforcement theories of motivation to motivate its workforce? 10% 5. Critically discuss how followers' willingness and ability may related to leadership behaviors. (The Situational Leadership Theory) 20%