Author: Susanne Rose-Clarke and Dr Lois Farquharson
This chapter will outline the key learnings from the world of the Disney Organisation. Disney is arguably one of the most successful and enduring organisational brands.
This chapter will use an appreciative inquiry to explore ‘what works’ based on the learnings from the Disney Institute, which comprise research and evidence based approaches to; service quality, service design, leadership and quality standards. The chapter will outline what we can adapt from Disney into Higher Education, with examples based on the professional practice of the authors.
The authors focus on the intentionality of service design where everything speaks – the smallest details matter, service design doesn’t end until the service users are happy.
Biography
Following a successful career as a Chartered Accountant, Susanne’s passion for embedding positive cultures and staff wellbeing, opened up a wonderful career in Higher Education. Susanne has published and spoken widely on topics relating to Service Design, Staff Wellbeing, Positive Organisational Scholarhip, Lean and Kindness. She has fused her research with evidence based practice. This led her to explore Disney, arguability, the most successful service organistion and brand of all time, and what we can learn from the Disney Approach to Excellence. In turns out we can learn a lot, and not only does the Disney magic support making Higher Education better, it is a fun and energising. Susanne’s other focus is on appreciate and strength based approached to change and organisaitonal improvement.
HCD in HE 