The overall aim of the three project objectives is to improve employee and customer satisfaction and allow for the Walt Disney Company’s enhanced performance and competitive advantage. While the first aim refers to client satisfaction and the third – to the employee experience, the second objective contributes to both concerns. While this may be questionable, it is better to begin the overall description with the second objective.
It is hard to disagree that internal human errors play an extremely severe role in any business’s general image. The more mistakes a company’s employees make, the poorer the overall performance of the company. Consequently, workers find it even more challenging to maintain positive relationships, while clients suffer poor service, and their experiences cannot be of high quality anymore. Thus, it is of vital importance to decrease the rates of internal errors, and the operational steps listed in the table can be quite efficient in achieving this objective.
One week is enough for the qualified Human Factors Specialist to evaluate the rates and types of internal errors. After that, the Human Resources Manager will find and implement employee training programs to address each error type, and one and a half months will likely be enough to train all workers. In two weeks, team managers will review current responsibilities and deadlines to make them more attainable and reduce employees’ workload so that they are less tired and nervous (Ellison, 2018). This will lead to fewer errors and increased employee satisfaction. Finally, the Human Resources Manager will work on improving employee motivation by organizing biweekly informal staff meetings, and their results will be assessed in four months.
While the achievement of the objects discussed above will indirectly improve customer satisfaction rates, this concern should be addressed individually. It should take the Customer Service Manager no more than one week to identify gaps in clients’ experiences. Then, together with the Information Technology team, they will add new client feedback channels in three to five weeks (Robertson, 2021). Additionally, one month will be dedicated to training employees on how to treat Disney theme park visitors and Disney online platform subscribers. Finally, in three months, the Customer Service Manager will develop, test, and add new entertainment programs. These operational steps will improve customer satisfaction rates and foster positive experiences.
Further, the third major goal is dedicated to enhancing workplace relationships and a friendly environment. Team managers, and especially the Human Resources Manager, are responsible for the four operational steps. One and a half weeks will be enough for the former to evaluate and identify issues in the workplace environment. Then, the HR manager will introduce mental and physical health benefits packages to make sure that employees can relax and maintain good health; two weeks will be enough to prepare and implement the packages (Mosley, 2020). Finally, in two months, the manager will extend lunchtimes and ‘small talk’ breaks and review the impact of this step – it is essential not to allow this decision to reduce performance. Finally, more workplace inclusion will be fostered to eliminate discrimination and decrease the rates of conflicts and misunderstandings that can also affect employee relationships.
References
Ellisson, N. (2018). Five ways you can reduce human error in the workplace. Pandle.
Mosley, E. (2020). How managers can foster more meaningful relationships at work. Forbes.
Robertson, S. (2021). How to improve customer satisfaction in 18 proven ways. Smartbiz.