Posted on May 25, 2016
VA To Tap Disney For ‘Disneyization’ Of Veterans Affairs?
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Now it's starting to come clear..
VA To Tap Disney For ‘Disneyization’ Of Veterans Affairs?
Posted from disabledveterans.org
Department of Veterans Affairs (VA)
Scandal
DAV
Outsourcing
Posted >1 y ago
Responses: 3
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SSG Pete Fleming
There needs to be a way to just fire inept government officials... TSA, VA, IRS... so many others need to go. The whole federal government needs to be trimmed down. It is sad that they are the largest employer in the United States.
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This just disgraceful... what a shame. Veteran deserve proper care before illegal aliens and foreign nationals.
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I can see many reasons why the VA would want to emulate Disney. Disney Customer Service is unparalleled.
In the book 7 Keys to the Magic Kingdom the question is asked, "who is your competition"? Anyone that the customer compares you to! That is a much broader definition than just the industry that you operate in.
It is wise to look for best management practices across all industries. Disney is focused on providing an enjoyable experience.
When I went to the VA Hospital in Loma Linda, CA for the first time the people were so friendly I went back outside to look at the sign and make sure I was in the right place!
Just because the "scholar" quoted in the article cannot see past the rides does not mean that Disney is not a business model to be followed.
I did not see anywhere in the article where the VA said they were going to wear costumes or act like fools. Here is a quote of what McDonald did say, “We want the veterans’ experience with the VA to be as good as the best private sector experiences.” Who can argue with that?
The truth of this article sounds to me like the VA is just putting an identifying company with practices that they were already doing. Patient centered care. This is the concept of the Dr's rotating from different sections to visit with patients instead of them wandering around trying to find their next appointment. Booking multiple appointments on the same day. Taking the patients time into consideration.
Disney sets up listening posts and empowers their people to make their experience memorable. Instilling the patient centered care model is in line with this concept as well.
The reason Disney would offer to help for free is the positive publicity adds more to their good will than monetary compensation could.
This is how all VA's should be ran.
Nothing new to see here, just media trying to stir up trouble.
In the book 7 Keys to the Magic Kingdom the question is asked, "who is your competition"? Anyone that the customer compares you to! That is a much broader definition than just the industry that you operate in.
It is wise to look for best management practices across all industries. Disney is focused on providing an enjoyable experience.
When I went to the VA Hospital in Loma Linda, CA for the first time the people were so friendly I went back outside to look at the sign and make sure I was in the right place!
Just because the "scholar" quoted in the article cannot see past the rides does not mean that Disney is not a business model to be followed.
I did not see anywhere in the article where the VA said they were going to wear costumes or act like fools. Here is a quote of what McDonald did say, “We want the veterans’ experience with the VA to be as good as the best private sector experiences.” Who can argue with that?
The truth of this article sounds to me like the VA is just putting an identifying company with practices that they were already doing. Patient centered care. This is the concept of the Dr's rotating from different sections to visit with patients instead of them wandering around trying to find their next appointment. Booking multiple appointments on the same day. Taking the patients time into consideration.
Disney sets up listening posts and empowers their people to make their experience memorable. Instilling the patient centered care model is in line with this concept as well.
The reason Disney would offer to help for free is the positive publicity adds more to their good will than monetary compensation could.
This is how all VA's should be ran.
Nothing new to see here, just media trying to stir up trouble.
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Cpl Kevin Osborne
I found a comment, on that same page from someone that attended the two week course for Disney. Here is what he had to say about it.
Richard Donegan says
February 18, 2015 at 6:02 pm
Several years ago, while working in a industry and for a company that was dependent on satisfying customers, executives and employees alike were handpicked to attend the Disney Academy – two weeks training in Orlando where Disney trained their new employees.
I must say I was very skeptical when I was first told of it. However, my attitude soon changed and it’s had life-long lingering impacts. The training was sensational and clearly directed at the customer.
I can say from personal experience and seeing the difference it made with other employees of my company who attended with me, this training can only make the VA more veteran friendly. It certainly can’t hurt. The VA is so anti-veteran friendly now that something really needs to be done.
While I’m not a fan of the VA or Sec McDonald, I do give kudos to him for doing something out of the box and necessary. Only time will tell if it works but it’s better than just continuing without trying to improve a broken system.
Richard Donegan says
February 18, 2015 at 6:02 pm
Several years ago, while working in a industry and for a company that was dependent on satisfying customers, executives and employees alike were handpicked to attend the Disney Academy – two weeks training in Orlando where Disney trained their new employees.
I must say I was very skeptical when I was first told of it. However, my attitude soon changed and it’s had life-long lingering impacts. The training was sensational and clearly directed at the customer.
I can say from personal experience and seeing the difference it made with other employees of my company who attended with me, this training can only make the VA more veteran friendly. It certainly can’t hurt. The VA is so anti-veteran friendly now that something really needs to be done.
While I’m not a fan of the VA or Sec McDonald, I do give kudos to him for doing something out of the box and necessary. Only time will tell if it works but it’s better than just continuing without trying to improve a broken system.
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