Disney Institute staff shared culture strategies with Mobile County Health Department

Kelly Warren holds up some of the props brought in by members of the Disney

Institute who were in town to talk corporate strategy with members of the Mobile

County Health Department this week.  

Team Disney was in the house this week -- sort of. Representatives from the Disney Institute visited the Mobile County Health Department on Tuesday, June 4, to present ideas on how to take the agency from good to great when it comes to everything from corporate culture to customer service. During a two hour discussion, MCHD staff members -- who have been heavily involved in strategic planning -- talked about internal and external challenges and asked questions about how the Disney Institute team could help bring about meaningful changes on North Bayou Street and beyond.

Without giving away the keys to the kingdom, the Disney team outlined some of the strategies they have successfully used with other private and public organizations seeking to be more successful. They also talked about what works for the Walt Disney Company, a publicly traded entity with more than 80 years in the entertainment business and some 65,000 employees worldwide.

“It’s common sense, it’s just not common practice,” said the Disney Institute’s Angie Deluca.

Deluca and her associate, Patrick Jordan, offered a behind-the-scenes glimpse at how they make the magic happen at theme parks and resorts 365 days a year. It’s not really magic at all, said Jordan. It’s about working hard, paying attention to every detail, exceeding expectations and embracing a culture that gives employees permission to do their jobs.

Jerry Folse, Paul Betros, Joel Tate, Peggy Howat and Stephanie Crawford

wait for the Disney Institute presentation to begin on June 4, 2013 in Mobile.

Here’s a good example, he said. When he went to work for Disney in Orlando a few years ago, he wondered how they managed to keep the streets and parks so sparkling clean. They don’t use pixie dust to keep Main Street U.S.A. pristine. They power wash it every single night. Every Disney employee, from the CEO to the street sweepers, is expected to wear a name tag, dress modestly and pick up trash whenever they encounter it.

“It’s not for the faint of heart,” said Jordan of changing a company’s culture. “It calls for some fearlessness.”     

The leadership difference at Disney, Jordan said lies in transferring much of the decision-making authority to those who are closest to the issues, including front-line workers. “Everyone gets a seat at the table because everyone has a story to share,” he said during the Monday presentation.

For the last 25 years, thousands of professionals from more than 35 countries and 40 industries have collaborated with the Disney Institute, learning how to adapt Disney’s best practices within their own organizations, according to information provided by the Disney Institute.

Mobile County Health Department leaders will see presentations from three more local and regional groups in coming weeks as they determine how to move forward with creating and sustaining dynamic customer service and corporate culture practices.