Saturday, September 01, 2007

A Disney Metaphor

From Made to Stick:
".. Disney calls its employees "cast members". This metaphor of employees as cast members in a theatrical production is communicated consistently throughout the organization.
... street sweepers are some of the most highly trained cast members, since their very visible public presence - coupled with the fact that they are Disney employees - makes them an obvious target for customerts' questions about rides, parades and rest room locations. Having them think of their role as performance, rather than maintenance, is key part of the park's success. "Employees as cast members" is a generative metaphor that has worked for Disney for fifty years"

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