Organizational behavior of HK Disneyland Essay

IntroductionHong Kong Disneyland, opened to visitors in 2005, is adept of the cardinal largest theme parks in Hong Kong. It successfully brings magical insure of Walt Disney to every(prenominal) last(predicate) the visitors vindicatory like other Disneyland around the world.Hong Kong Disneyland has created a enculturation for their employees with open converse with their managers and subordinates, professional prep atomic number 18dness, and give backs. This philosophy of treating employees hale has long been pick out by Walt Disney for many courses. The belief of Walt Disney is that you plenty occupy under ones skin joyful nodes as long as you save employees who enjoy intrusting for Disneyland and bringing contentment to visitors.With the complete develop for each employee, they make both visitorsexperience a memorable magical moment. No matter the throw out of Disney characters, or the plurality make waters in Disneylands restaurants or hotels, on the w hole of them receive comprehensive training. This training piece of ass ensure that every Disney employee fundament work to wee-weeher as a team, and supply excellent client benefits to allow for their customers ca-ca.In this report, we give illustrate how Disneyland incorporates organisational manner concepts to create a culture for their employees where they feel satisfactory for their work environment and feel that they atomic number 18 important to the team. Motivation and molding argon two main focuses in our research. We allow for in any case admit suggestions on how Disneyland tidy sum further advance in ground of organizational culture.MotivationHong Kong Disneyland has many ways to propel its employees to work. Our team is going to apply supposition X and scheme Y, Herzbergs two-factor possibleness, and Maslows power structure of Need these three theories to analyze the employee motivation methods of Hong Kong DisneylandTheory X and Theory YHere is a brief inception on the Theory X before the natural covering on Disneyland. Theory X found on pessimistic assumptions. It is impediment to employee morale and productivity. For example, it fancied that labors atomic number 18 inherently lazy and avoid to work, exclusively interested in money and in requisite of close supervision. Also, they would pitch little competition without incentive computer schedulemes, avoid responsibility and invite to be driven finished control systems. So, once the manager adopting this system, they leave end everything in unsaved without evaluating the fact, structure the work, energize the employees and withal in authoritarian style ground on the threat of penalty.Here comes to the application on hypothesis X. fit to the spokesperson of Disneyland, Angela Bliss, Disney employees have to adhere to strict guidelines and rules for their behavior and appearance. Once hired, they have to maintain the Disney Look, and the Disney look is a fresh, clean and approach shotable look, ensuring that every client feels comfortable with our entire take in. Therefore, puke fractions, Disneys way of referring to their employees, receive a Disney look book that details all of the prerequisites, emphasizing a graphic look with natural hair color and makeup. The purpose in doing this is to upkeep the focus on the show and non on the individual quarter member. Besides, a upchuck member with purple hair whitethorn non appear approachable to all of their guests.According to Disney rules, any clip a cast member confronts a guest who appears lost or frazzled, the employee must offer their service of process and point them in the right direction. Pointing must invariably be through with(p) with either two fingers or the full hand. So, the supra showed that the workers in Disney argon suffered serious and high intensive instructions and rules by the theory X style managers.Whats more, with reference to the article by Jas on Garcia, Orlando Sentinel on November 16, 2010, The Walt Disney Co. has issued a new policy banning employees from texting bit driving on the meditate. The ban applies to all of the Burbank, Calif.- base entertainment giants worldwide employees including its somewhat 60,000 workers at Walt Disney World. The policy, which recently took effect, also prohibits employees from making or receiving phone calls man driving on the assembly line unless they use a single earpiece. It applies to workers who are either driving company vehicles or utilize their knowledge vehicles while on the job. Disney punishments for workers caught violating the driving policy allow be decided on case-by-case basis. The policy does not apply to employees during their drives to or from work.In short, the evidences above status that the attention of theory X style, use to stupefy up regulations and punishments to motivate their actors.On the other hand, here comes to the theory Y. On the contrary , it based on dogmatic assumptions, and also more positive view of workers and the possibilities that create. For instance, they take for granted that employees are ambitious, self-motivated and anxious to accept greater responsibility. Employees exercise self-control, self-direction, autonomy and empowerment,also exercise creativity and become forward looking. So, once the managers are take this theory, they believes that people want to do advantageously at work, have a pool of unused creativity and that the rapture of doing a job is in itself motivating.Here comes to the application on theory Y. The Walt Disney Co focuses on creating a culture in which employees suffer flourish and find meaning in their work. Together with more than 10,000 online reference materials and resources, instructor-led classes, surgical operation support systems, and education reimbursement for job-related microscope stage programs, The Walt Disney Company offers an array of tools. From the webs ite of The Walt Disney Co., they claimed that It takes a finicky kind of person to work at The Walt Disney Company. Our employees and cast members contri ande to the success of our many brands in a way no other company butt match. That is why our employees and cast members are the most valuable part of our organization. But we know your action isnt just roughly work. You have additional things going on family, friends, ain interests, education and more. The Walt Disney Company offers a comprehensive total respects mailboat that helps you live your best life, grow personally and professionally, and get reenforcemented for the results you deliver. The programs, benefits and perks you receive as an employee or cast member may vary based on where you live and work. But when you add it all up, the total package bequeaths the resembling results your total rewards support you throughout all stages of your life and biography.Herzbergs two-factor theoryThe two-factor theory stat es that on that point are certain factors in the workplace that mother job satisfaction, while a separate set of factors cause dissatisfaction. The theory suggests that to improve job attitudes and productivity, administrators must recognize and attend to both sets of characteristics and not assume that an improver in satisfaction leads to decrease in not pleasurable dissatisfaction.Two-factor theory distinguishes in the midst of motivators and hygiene factors based on the arbitrariness that the presence of one set of job characteristics or incentives leads to worker satisfaction at work, while another and separateset of job characteristics leads to dissatisfaction at work. Therefore, satisfaction and dissatisfaction are not on a continuum with one change magnitude as the other diminishes, but are independent phenomena.Motivators much(prenominal)(prenominal) as challenging work, strikements, recognition, responsibility, or anything else that given positive satisfaction, ar ising from intrinsic conditions of the job itself, which is based on the long lasting workings environment but not short-lasting achievement.The Walt Disney Company offers a comprehensive total rewards package that helps employee live founder life, grow personally and professionally, and get rewarded for the results they deliver, for example, on that point are incentive and special recognition programs which includes fictional character of work, length of service, community volunteerism and employee of the month recognition. Reward will be varied by company, job status, location and/or the terms of any applicable collective bargaining agreement. The company have a diverse workforce is critical to the business. Variety of opinions, ideas and perspectives to ensure staff and their managers quell to top the death penalty and represent the companys global marketplace. When employee reflects the communities, it bottomland enhance the way for them connect to guests, audiences and c onsumers. Employee fag end feel that they work toward an comprehensive environment that fosters creativity, cornerstone and camaraderie across all of the Disney companies. The culture advise also inspire the workers. For instance, they are committed to a tradition of innovation and technology. Employee raftful be easily given job satisfaction from mise en scene a high standard of excellence and maintain high-quality standards across all product categories. Apart from that, working in The Walt Disney Company can perpetually enjoy in the joyful atmosphere as the entertainment is virtually hope, aspiration and positive vector sums, they can create positive and inclusive ideas about families and provide entertainment experiences for all generations to mete out. The rewarding, inclusive and supportive work environment is committed by the company. Thus, the staffs are able to gain satisfaction from working in Disney.Hygiene factors, for example, status, job security, salary, wo rk conditions,the benefits for employee, that do not give positive satisfaction, though dissatisfaction results from their absence. The Walt Disney Company provides employee base salaries with the total compensation chance and health and wellness benefits which includes medical, Disney Health Pursuits Wellness resources, Employee Assistance Program (EAP), behavioural health, prescription drug coverage, dental, healthcare and dependent day care conciliatory spending accounts, accident and disability Insurance, long-term care insurance. Besides, the employee can have seemly quantify off working in Disney. They can have 11 paid holidays per year, vacation, sick pay and short-term disability, leaves of absence, bereavement and control board duty, personal life resources, group legal plan, adoption assistance program and onsite childcare centers. Moreover, they can also enjoy the retirement and financial benefits. 401(k) savings plan with company match, retirement savings plan for s alaried employees and employee progress toing purchase program would be included.Also, they can enjoy special bare(a)s which are complimentary theme park admissions, employee discounts, merchandise discounts at Disney-owned stores, company-sponsored sluicets and services, Disney employee matching gifts, commuter assistance program and many other unique advantages. Last but not least, some world-class training programs are customizable for employee to join such as professional development, management and leadership development, computer skills, business dousing programs and individual career development as the company encourages staff to learn and pass around their goals. To sum up, the Herzbergs two-factor theory can be employ into The Walt Disney Company as motivators and hygiene factors can be found in the policy of the company and working environment. It can satisfy both motivators and hygiene factors of employee and that is the reason staffs enjoy to work there.Maslows p ower structure of NeedMaslows theory relates motivation to a hierarchy of take aims. At the bottom are essential physiological needs such as air, food, shelter and clothing. As individuals satisfy one level of need, their motivations change as they aspire to reach the higher redact needs. Therefore, to motivate an individual Maslow suggests that it is necessary to know where inside the hierarchy eachemployee is placed so that these factors can be taken into account.Physiological needs Hong Kong Disneyland offers competitive salaries. This gives employees the mean to acquire the basic needs for living. Also, provide benefits programme to employees which suit them. These benefits and competitive salaries help workers pay go further and so motivate them to be loyal to the company. In Hong Kong Disneyland, empolyees can earn more than just a pay-check and will receive a total rewards package that consists of divergent types of compensation and benefits, such as Cast exclusive MTR discount schemeComprehensive group medical insurance, including outpatient, hospitalisation, specialist, Chinese herbalist and dental services Group life and group personal accident insuranceDiscretionary gratuityPaid annual leave, maternalism leave, marriage leave and examination leave Overtime payment for frontline overtime eligible positionsOvernight shift premiumLaundry services for uniforms and apparelSafety needs Hong Kong Disneyland values the safety of all employees. It is committed to providing a safe and healthy work environment to prevent accidents. Hong Kong Disneyland provides a die rule and regulation to employees. For example, how to access the control of the machines therefore employees are accountable to create a safe working environment too that means they have to take responsibility for observing the health and safety rules and practices. Hong Kong Disnetland also offers employees a range of working patterns. For example, it provide a flexible working schedu le, some employees may want to work as a part-time, they can choose among the schedule. This helps employees to choose the best option for a healthy work-life balance. cordial needs These are associated with a feeling of belonging. These provide informal opportunities for employees to get along with each other. This helps strengthen teams and enhances workers sense of belonging. Having an open approach to communication keeps everybody focused on the Hong KongDisneylands aims helps individuals contribute to the company.In Hong Kong Disneyland, there is a RACE Club which provides a variety of interest programs, instructor-led courses and outdoor amateur activities for cast members and their family and friends. The RACE Club strives to promote diversity and work-life balance for cast members. It is also a platform for passionate and talented cast members to let loose their potential by being program instructors. appreciate tout ensemble employees in Hong Kong Disneyland have a need to be respected and to respect themselves. valuate is the normal employees desire to be accepted and valued by others. Employees need to engage themselves in activities, to gain recognition and a sense of contribution. Esteem needs can intersect with motivation in the Hong Kong Disneyland too.For example, employees voice will be heard at the Hong Kong Disneyland recidivate. Cast members are welcome to region any feedback employees may have with the Cast Advisory Council (CAC). The CAC meets fixingly to take heed to cast member feedback and make suggestions to improve the working environment.Self-actualisation Hong Kong Disneyland provides employees with the opportunity to take on challenging and stimulating responsibilities. This enables them to develop and improve. Hong Kong Disneyland offers more than 100 instructor-led programs to all cast members, including the Operations and Professional Teams. As a full time cast member, Employees can receive an fairish of 35 training hours per year to help them excel in their career. Typical instructor-led training courses include Classes for either Cast MembersDisney Traditions TrainingCommunicating Effectively in the Workplace fully grown and Receiving Feedback in Disney lookInfluencing Team Members as a Role modellingGood Show Begins with MeClasses for All ManagersCoaching for Win-Win topicProblem solution & Decision Making SkillsTime ManagementSeminars and conferences hosted by Guest SpeakersattainmentOrganizational scholarship in DisneylandLearning in Disneyland take separate in three aspects, it includes Disney University, DU Learningland and Emerging Leader Program.1. Disney UniversityThe Disney University (DU) offers more than 100 instructor-led programs to all cast members, including the Operations and Professional Teams. As a full time cast member, people can receive an average of 35 training hours per year to help them excel in their career. This also acts as a guide to providing world-class ser vice to our guests. Typical instructor-led training courses include Classes for All Cast Members-Disney Traditions Training-Communicating Effectively in the Workplace-Giving and Receiving Feedback in Disney Style-Influencing Team Members as a Role ModelClasses for All Managers-Coaching for Win-Win Outcome-Problem Solving & Decision Making Skills-Time Management-Seminars and conferences hosted by Guest Speakers2. DU LearninglandThe DU Learningland provides a wide variety of self- education materials to study at workers own pace. There are about 1,000 collections including Disney feature films and books on career development as well as personal growth.3. Emerging leadership ProgramHong Kong Disneyland Emerging Leaders Program can help workers develop for future leadership portions at the Hong Kong Disneyland Resort. The six-month program focuses on developing your core leadership competencies. During the training, workers and other cast members work on group projects, attend classro om training and do on-the-job shadowing with a Guest Service Manager. Current situation of learning aspects in Hong Kong Disneyland 1. stated friendshipExplicit fellowship is association that is articulated through row, such as documents. Hong Kong Disneyland provides training to its workers. With the aim to construct along a steep learning curve, Disneyland offers learning opportunities for the trainees, including classroom training that give workers guidelines of the way workers should behave.2. Tacit knowledgeTacit knowledge refers to knowledge acquired through contemplation and direct experience. From the recruitment post of Hong Kong Disneyland, it suggests that previous work experience at Hong Kong Disneyland Resort (e.g. Part Time Host / Internship) or any other Disney theme parks will be considered as an added advantage. This proves the workers are likely to have some experience of welcoming guest before they enter the firm. Moreover, abundant mentorship and mentoring workshops are offered to colleagues so that that new workers can have deeper understanding about Hong Kong Disneyland more easily.3. SkillsMost of the job offered in Hong Kong Disneyland requires that applicants should have excellent command of English and Chinese, including spoken Cantonese and Mandarin. Despite the language requirement, Hong Kong Disneyland further requires candidates have the ability to award fast computer technique with Microsoft Office applications, including Microsoft Word, Excel, PowerPoint and Outlook, familiarity with Apple presentation products, and willingness to learn new software programs Generally, lyric skills and computer skills are the two fundamental skills that Hong Kong Disneyland is looking for.4. AttitudeHong Kong Disneyland demands that workers should demonstrate outgoing personality with good communication skill. Moreover, applicants should be those that are energetic, strong team-players and passionate about Disney. That is to say, Hong Kong Disneyland tries to let co-workers to imagine working for an organization that brings smiles to millions every year, or working with people whose passion for what they do is simply indescribable.Problems of Disney Learning StyleFrom the above description, we find that Disneyland provide extensive training program to their employees. These training programs have equipped their employees with basic knowledge on facilitating casual operation of Disneyland however, these training programs do not equip employees with creativity on how to make their service better. In other word, the training programs of Disneyland do not give enough fortifyment to their employees. Reinforcement is classified into two categories positive bread and butter and electronegative reinforcement. ordained reinforcement occurs when positive consequence is presented to a desired behavior while negative reinforcement refers to the presentation of negative consequence to undesired behavior. Both operant inst ruct and classical conditioning state that extinction of particular behavior will occurs if reinforcement is no longer presented upon the completion of behavior which is previously reinforced. Moreover, social learning theory also suggested that human will learn though observing because of self-reinforcement.In other words, reinforcement has played a very important role in every types of learning. Without reinforcement of desirable behavior and severe punishment of misbehavior, employees may not have any incentive to perform better. well-nigh of them may even lose their incentive to maintain their expected performance and withdraw from Disneyland. This may lead to severe consequences Disneyland in a hardly a(prenominal) aspects. First, with employee losing their work incentives, there will be a reduction of average customer service quality. As Disneyland aims to bring the greatest experience to its customer, their written report as the world most famous theme park may be harmed. Moreover, if employees resign from Disneyland frequently, the turnover rate of staff is high. In this case, notonly the cost of training newly join staff will increase, the time of training new staff will also be boost as every Disneyland staff needs to receive comfortable training before they become available to work. With the total cost increase in a great proportion, this will lead to a mischief of comparative advantage of Disneyland. To solve the problems mentioned above, Disneyland may need to provide enough external reinforcement and self-reinforcement to their employees.Suggestions1) Since Disneyland is a service industry, their staffs are required to provide high-quality customer services. And this kind of customer service is not only an hard-core knowledge, but also a tacit knowledge. That is, knowledge acquired through observation and direct experience, it cannot be obtained directly through knowledge, such as document. Explicit knowledge is provided by Disney Universit y, while tacit knowledge can be learnt from on-job training, new worker are asked to observe their mentor and learn. At the alike(p) time, employees are required to deal with varied scenarios to obtain customer satisfaction, and they can only learn through real-time experience since there are many unexpected situations happened in reality.So, extensive training can just provide the existing and past experience to their employees and after they obtained the explicit knowledge from Disney University, they can apply it to customers and make a change to satisfy customers with different needs. And this implies practice makes perfect, only through traffic with actual cases with go along rise to obtain a high-quality customer service and that is a tacit knowledge.2) Positive reinforcement can be used since it occurs when a positive outlet follows a desired behavior. In this case, desired behavior will be the high quality service provided by employees, positive answer can be bonus an d commissions. It is the common way for manager to create learning among their employees, and it becomes the motivator for employees to provide a better service in order to achieve the target set by Disneyland. Before the positive outcome launched, employees will less be motivated since they think there is no problem to work as usual. But after having this positiveoutcome, it will motivate employees to provide a better customer service as they want to get the bonus based on the checkpoint set by Disneyland which is related to themselves, the monetary benefit. So, it can create a win-win outcome that Disneyland can continue to have a positive reputation and a continuing improvement on customer relationship through the effort provided by employees, at the kindred time employees can receive bonus as rewards to affirm their effort directly.Employees can learn from social learning theory. First, behavioral modeling and learning behavior consequences are observing and modeling behavior of others and its consequences afterwards Since one department have lots of employees who have their own method to deal with customer matters, like the ways to deliver customer service when dealing with customers with different tempers, so everyone can be a role model towards the others. For example, for a host at Chef Mickey (Food and Beverage), there are many staff to serve customers, such as ordering, serving, and clean up. They can number one observe how the other staffs perform their job responsibilities to get customers satisfaction, and then the consequence is they can improve themselves to provide a unlined customer service after observation and modeling.For self-reinforcement, it is a conclusion that employees should reinforce their behavior with consequences within their control after the learning from observation. Disneyland can lend out the performance management through defining the criteria define what is high-quality customer service by the management department, items may include customer preferences, establishing rapport, dealing with complaints, promoting and up-selling measuring and appraising employees performance how often to carry out quality assessment and when will have appraisals based on the needs with the circulating(prenominal) situation, like the peak season for Christmas or The Lunar New social class providing them either positive or negative feedback using face-to-face approach in order to deliver their feedback directly self-reinforcement will occur if the feedback is positive, employees can accumulate a higher marks for the overall performance in order to get the bonus and rewards from achieving the checkpoint set by Disneyland. And their performance can beimproved through providing a better service to achieve the bonus and rewards, learning from colleagues, personal development, such as the goals and schedule set by an individual to provide a better customer service.3) using a reward allocation decisions can shape ones behavior in Disneyland. Which people to reward who meet the requirement of providing high-quality customer service, how to reward them whether using monetary or non-monetary term. When to reward them, depending when will the appraisals be released.Since Disneyland is a service industry, using team reward systems will be more provide as employees should have a good interpersonal and communication quality, and this reward approach can emphasize cooperation and joint efforts, also employees can share their experience to others in order to achieve a better performance and gain a higher reward through cooperation.At the equal time, competency-based reward should be used as a financial reward practice as it is the fundamental part of employment relationship. The pay has dual meanings, such as symbol of success which provides high-quality customer service performance, reinforcement and motivator, reducing anxiety that the worries about how is their own customer service providing perform ance.Competency-based reward is a pay increases with competencies acquired and demonstrated. It is a skill-based pay which means how well is the customer service provided, pay will be increased with skill modules learned. The advantages is having flexibility on the workload with a better quality, since different employees will provide different customer service, they can learn from dealing with real-time cases in order to adjust how can the customer service be delivered better. not only is this reward focusing on individual rewards commissions, but also team rewards gain sharing and the most important part organizational rewards profit sharing, stock options, balanced scorecard.4) It is suitable to use the job rotary motion in Disneyland. The existing one iscalled the Internal Transfer Process, which is eligible to regular full time cast members who have been employed at Hong Kong Disneyland Resort and held their current position for at least six months. And the purpose is to pro vide Cast Members with cross-functional transfer opportunities and equip them to be multi-functional and multi-tasked.Cast members can first have six-months experience in their department, after being familiar with its job responsibilities and they feel it is time for them to experience the different challenges, they can submit the application for internal transfer without getting a supervisors approval. They can transfer within a Single Team, across different teams or between Operations Team and Professional Team with the same career path. And they can have job rotation after their demonstrated performance, education background, as well as work experience being assessed.Undoubtedly, it has a slightly difference with the job rotation approach since cast members need to submit their application and be assessed. However, the goal is actually similar that offers their employees a chance to have internal transfer. It can minimize repetitive strain injury and reduce the job boredom after staying as the same position for a long time it is good for employees to experience different customers needs through working in different department and it is the only way for them to obtain a real experience through working by their own but not on books or documents. At the same time, there will be some drawbacks that cannot be ignored, such as the extra resources on training as some employees may only work for six months and have internal transfer, that means they need another training which lead to an extra cost on training, the extra training cost will be much higher for employees transferring between Operations Team and Professional Team because the training criteria are alone different also employees may not be an expert in all fields, this problem may occur frequently also in the case of transferring between Operations Team and Professional Team, since the job requirement will be totally different and they need more speculative knowledge to manage employees or work out fo r a win-win outcome and also have decision making which will have a significant influence of Disneylands market share or status. destinationHong Kong Disneyland has demonstrated how a world class theme park creates a working atmosphere for its employees. As motivation and learning are always two most important aspects of employee management, so our team has taken these two factors for study.In motivation aspect, we have introduced Herzbergs two-factor theory and Maslows Hierarchy of Need to explain the motivation of employees. The two factor theory and the hygiene factors can be applied in the ways that how Hong Kong Disneyland motivates its employees. The Maslows Hierarchy of Need explains how Hong Kong Disneyland motivates its employees according to the five stages of needs, that is, physiological needs, safety needs, social needs, esteem, and self-actualization. In learning aspect, currently, Hong Kong Disneyland provides Disneyland University and mentoring sections for its emplo yees to acquire both explicit and tacit knowledge. Its problem is that is does not give enough reinforcement to the employees on bettering the services, resulting in lower incentives and even job resignation. Therefore, we have suggested Hong Kong Disneyland to provide positive reinforcement such as bonus and team reward to boost their motivation and arrange job rotation to keep the employees passion about the company as well as their job.In a nutshell, Hong Kong Disneyland is an international level organization hiring thousands of employees for operation. Its employee management method is a great model for studying but there are still rooms for improvement.