Total Quality Control

Due to government restrictions the theme parks in Florida have opened at 25% capacity. There have been reductions in personnel and criticisms over reinstating full salaries for executives. At this point, these decisions are crucial to the company’s success and its future post pandemic. Because of this, the company must focus on quality control to not lose the customers trust during this time of change. Adapting Deming’s 14 points can transform the culture of the theme parks resulting in great success once the pandemic is over. Overall, the focus would be on providing the best customer service for the guests and shifting the focus to the quality of the product, investing in the brand, and retaining the consumer trust that the company has built over 30 years. 

1. Improvement of Product and Service: The theme parks will have less personnel and less attractions for the customer. The focus must be on giving the guests the best theme park experiences possible even with limited offerings. 
2. Adopting New Philosophies: Although Disney has always been about creating a magical experience for the customer, the focus really needs to be on them. Focus on the guest and their experiences as the main priority. 
3. In Process Inspection: As the world changes and behaviors with the pandemic change, decisions and changes need to be immediate. The company must focus on fixing problems in the moment and not after the moment as it could be too late. 
4. Focus on Customer, Not Profit Alone: The reality is that operational costs will exceed profits during this time. The focus needs to be on trusting that the rest of the Walt Disney Company can sustain this period of time, but the brand needs to stay consistent, if not better during this economic crisis. 
5. Improve Customer Service: Not only are the employees going through hardships, so are the guests, so sensitivity to the guests is paramount. Give them a place to escape and feel the magic and go above and beyond usual expectations. 
6. Focus on Training: The world is changing and so is the company. Invest in those who are loyal to the company with training on new protocols, leadership, and customer service during this pandemic era. 
7. Focus on Leadership: The leaders are there for a reason. They are intelligent and capable and must be respected, admired, and followed. They will be the ones to instill these values and pass it on to the rest of the company. 
8. Instill Confidence in the Staff: During this unprecedented time, it is important to let the employees feel safe, trusted, respected and valued. This will then empower them to give more of themselves to the customer and to the company. 
9. Break Down Barriers: During this time of crisis, hierarchies should be ignored (with respect) and everyone should be treated as a part of a team. This will instill more confidence in the employees and have everyone working together to ensure a great guest experience. 
10. Focus on People, Not Slogans: Motivational words and slogans are important, but action is much more noticeable. Do as you say and not just say. It makes a big impact in the long run. 
11. Let Go of Numerical Quotas: Again, the bottom line will not be achieved during this crisis, so the focus needs to be on maintaining customer and brand trust. Focus on what Disney is known for and not revenue. The profits will come. 
12. Take Pride in Talent: A thank you goes a long way in this scenario. Time is crucial and so are the employees. Make sure to show them they are appreciated. 
13. Invest in Training and Education: As the climate of the world changes, so will the needs of the guests and the employees. Invest in their future and they will invest in yours. 
14. Accomplish Change: The entire 14 points is about focusing on guests and employees. These are steps to achieve these goals and actions show results. As leaders emerge, focus on the positive and what can be achieved. As achievements occur, the positivity will be apparent which will create a cycle of excellent customer service, brand trust and recognition, and keep the company as the leaders in theme park entertainment.