Bumping the Lamp: Magic of Quality Service

Here’s an Idea!

If you remember the movie - Who Framed Roger Rabbit, you may recall a scene where Bob Hoskins bumped a real lamp and the light and shadow moved and appeared natural against the animated character, Roger. That attention to detail is a very important aspect of the Disney Philosophy and is taught through the Disney Institute. It is also an important part of every successful company’s/person’s philosophy. Exceed Expectations at every chance. Lead by example. That lesson was drilled into me by the Marine Corps. This is at the heart of Service Excellence. You need not be in a position of authority (although, I admit it helps a great deal). I am not in a position of authority over others so I must to lead by example. You can too. No one ever got fired for exceeding expectations, and if they did, they were happier for it.

Back to the topic though. I want to introduce the Quality Service Cycle as taught by the Disney Institute. I stress this is just an introduction

It is composed of four elements:

Service Theme

Service Standards

Delivery Systems

Integration

The Service Theme is the Mission and Vision Statement of the organization. The Service Standards are the rules, regulations and desired behaviors of all employees. The Delivery Systems are the internal processes and Integration ties it all together.

Creating this Quality Service Cycle will help you

1. Create a brand

2. Align all of the organization around it with the common goal

3. And eventually internalize it and make it a part of the culture.

Some of the pieces are actually covered in two other articles I wrote on this blog titled Internalize Your Brand and New Year’s Resolution

This concept is at the very core of everything. Think about it, Leaders pass on, Products become obsolete. The one constant is the ideology that drives the company and culture of that company to endure, adapt and keep pace through the ever changing market place. It is the ideology that becomes the source of motivation and inspiration!

If you want to learn more, enroll in the Disney Institute.

I am a huge believer in Service Excellence. It is in every industry. We all serve someone and even our co-workers and other departments are our customers.

We can make the promise of Quality Service, but as they say Charity starts at home. When you deliver the promise internally, it will be delivered externally.