Disney Parks: Aligning New-Hire Training with DEI

Case Code: HROB254 Case Length: 8 Pages Period: 2016-2022 Pub Date: 2023 Teaching Note: Available

Price: Rs.400 Organization: The Walt Disney Company Industry: Media Countries: United States Themes: Training & Development, Diversity and Inclusion, HR Policy,Managing Diversity

Abstract Case Intro 1 Case Intro 2 Excerpts

Abstract

The case describes Disney’s Four Keys of Safety, Courtesy, Show, and Efficiency that had formed the core set of values for the company for over 60 years. Every aspect of training and operations was aligned to the four keys so that it would make it easy for Cast Members to understand and evaluate what they should do in different situations and provide the best guest service possible at all times. Next, the case describes in detail the various employee training programs and the post-training evaluation used.

The case then looks at the various changes Disney had to make in its training programs after the addition of the fifth (inclusion) key. To better reflect the inclusion key, the company made changes to its Disney Look guidelines, and also put in place additional training modules on antiracism. However, its efforts to change its culture through the company’s training programs and thereby promote an inclusive environment, earned it criticism from various quarters, including from its own employees. The case ends with Disney’s hope that it would continue to provide the best of its guest service by making employees active participants in the enhanced and effective training and development programs.

Issues

The case is structured to achieve the following teaching objectives:

• Examine the importance of educating new employees about company culture
• Recognize the need for employee cross-training in large organizations
• Describe the importance of evaluating corporate training effectiveness
• Assess the need to quickly align training programs with changes in strategic vision
• Examine how a new anti-racism training program is implemented

Contents

Introduction
The Four Keys
Standard Training Programs
Training Evaluation
Changes in Training After Addition of Fifth (Inclusion) Key
Looking Forward
Exhibits

Keywords

Training and development; Employee training; Continuous training; On-the-job training; Cross-training; Training evaluation; Diversity & inclusion

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