How do Disney do it? Operational excellence in the House of the Mouse with Lee Cockerell.
An interview with Lee Cockerell, a former Executive Vice President of Operations for the Walt Disney World® Resort.
One of the common questions I get asked is, “Which brands top the list of those that consistently deliver operational excellence for their customers?” For me, Disney is absolutely at the top of that list! To understand the approach that Disney takes to achieve this, I’m delighted to be speaking with Lee Cockerell, a former Executive Vice President of Operations for the Walt Disney World® Resort.
As the senior operating executive for 10 years Lee led a team of 40,000 Cast Members and was responsible for the operations of 20 resort hotels, four theme parks, two water parks, a shopping and entertainment village, in addition to the ancillary operations which supported the number one vacation destination in the world. Before joining Disney, Lee held various executive positions in the hospitality business, with Hilton Hotels for eight years and the Marriott Corporation for 17 years before joining Disney in 1990 to open the Disneyland Paris Park. He is the author of several best-selling books including Creating Magic, The Customer Rules and Time Management Magic.
In this episode, Lee shares the philosophy that he (and the wider leadership team at Disney World) adopted to ensure it can consistently deliver magical experiences for its guests and colleagues.