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DISNEY by Tom Peters

In Search of Excellence ()

https://www.nycp.com/gallery/BTomPeters_2_18_2013.jpg

HarperCollins

Tatjana Kalamar M.

DISNEY by Tom Peters

“The service-through-people theme at Disney starts. . .with a special language. There is no such thing as a worker at Disney. The employees out front are ‘cast members’ and the personnel department is ‘casting.’ Whenever you are working with the public, you are ‘on stage. . . .’ People are brought into the culture early. Everyone has to attend Disney University and pass ‘Traditions I’ before going on to specialized training.”

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