Service Management Task 1 Ardelia Atila Patriajaya S2 Teknik Industri Salemba 19/09/2013

Overview Company Overview The Founder Growth Location Map Walt Disney’s Division Existing Mission Proposed Mission and Vision Walt Disney Management Organizational Chart Financial Trends

The founder Walt Disney was born on December 5, 1901 in Chicago During the fall of 1918, Walt Disney attempted to enlist for military service but he got rejected. He started a small company called Laugh-O-Grams, which eventually fell bankrupt. With his suitcase, and $20 Walt headed to Hollywood to start anew. After making a success of his "Alice Comedies," Walt became a recognized Hollywood figure. Disney took a deep interest in the establishment of California Institute of the Arts, a college-level professional school of all the creative and performing arts. Walt Disney passed away on December 15, Urban legend maintains his corpse would be frozen and stored beneath the Pirates of the Caribbean ride at Disneyland... Walt, after the Studio had won 4 Academy Awards Walt Disney

October 16, 1923: This date is considered the start of the Disney Company first known as The Disney Brothers Studio. 1928: First Mickey Mouse cartoon, and the first appearance by Minnie Mouse. 1932: Flowers and Trees, first full-color cartoon and first Academy Award winner. 1939: The Disney Studio begins its move to Burbank, California. 1940: Walt Disney Productions issues its first stock. History

1955: Mickey Mouse Club debuts on television. 1971: Walt Disney World Resort opens with the Magic Kingdom and two hotels near Orlando, Florida. 1982: EPCOT Center opens at Walt-Disney World Resort. 1983: Tokyo Disneyland, the first international Disney theme park, opens in Japan. 1987: The first Disney Store opens, in Glendale, California. Growth

1989: Disney-MGM Studios opens at Walt Disney World Resort. 1992: Disneyland Paris opens. 1995: Disney agrees to purchase 25 percent of the California Angels baseball team, Disney agrees to purchase Capital Cities/ABC for $19 billion. The Disney Channel begins operation in the UK. 1996: Disney Online launches Disney.com. Radio Disney, a live 24-hour music-intensive radio network, debuts. 1998: ESPN Magazine debuts, Disney’s Animal Kingdom opens at Walt Disney World Resort, Disney Magic cruise ship departs on its inaugural cruise. Growth cont.

 Disney purchased Marvel Entertainment  Gave a $0.35 dividend per share  Roy Disney died at age 79  He was a key person in Disney’s animation legacy  Received approval to build a theme park in Shanghai  Released the movie Up 2009

LOCATION MAP Disney Resorts: 1.California 2.Florida 3.Tokyo 4.Hong Kong 5.Paris

Media NetworksPark and Resorts ESPN Disney/ABC Television Group ABC Entertainment Group ABC News ABC Owned Television Stations Group ABC Family Disney Channels Worldwide Hyperion Book s Disney Land Resorts Walt Disney World Resort Tokyo Disney Resort Disneyland Paris Hong Kong Disneyland Disney Cruise Line Disney Vacation Club Adventures by Disney Walt Disney Imagineering Walt Disney Divisions

The Walt-Disney StudiosDisney Consumer Products Walt-Disney Studios Motion Pictures Marvel Studios Touchstone Pictures Disneynature Walt Disney Animation Studios Pixar Animation Studios Disney Music Groups Disney Theatrical Group Disney Licensing Disney Publishing Worldwide Disney Store Disney Interactive Media Group Disney Online Disney Games Walt Disney Divisions Cont.

 “Menjadi salah satu produsen terkemuka di dunia dan penyedia hiburan dan informasi. Menggunakan portofolio merek untuk membedakan konten kami, layanan dan produk konsumen, kami berusaha untuk mengembangkan pengalaman hiburan yang paling kreatif, inovatif dan menguntungkan dan produk terkait di dunia.” Mission Statement

Proposed Vision “Walt Disney berusaha untuk menjadi perusahaan hiburan terbaik di dunia dengan memberikan pengalaman menakjubkan untuk semua orang dengan berbagai tingkatan usia. “

Walt Disney Management

 “Buat Semua Mimpi Menjadi Kenyataan”  “You Better Believe It”  “Jangan Pernah Pelanggan, Selalu Dianggap Sebagai Seorang Tamu”  “Semua untuk Satu dan Satu untuk Semua”  “Berbagi Ide dan Pengalaman”  “Berani Mengambil Risiko”  “Practice, Practice, Practice”  “Buat Gajah Anda Terbang”  “Take a Miracle of Storyboards”  “Berikan Rincian Secara Jelas” Strengths

Positioning Map Park and Resorts Segment

Organizational Chart

Financial Trends

Strategic Formulation “I do not like to repeat successes, I like to go on to other things.” Walt Disney

SWOT Matrix

Balanced Score Card Area of ObjectivesMeasure of TargetTime ExpectationsPrimary Responsibility Customers 1. Costumer satisfactionCustomer Survey Webinar YearlyHuman Resources & CEO Representatives 1. Employee ConditionsEmployee SatisfactionBiannuallyCEO 2. Career OpportunityLower employee turnoverBiannuallyCEO Community / Socially Responsible 1. Eco-Friendly CompanyMaintain clean environment in resorts Increase presence of recycling in resorts Limit food, paper and water waste Limit land destruction YearlyCEO Marketing Department 2. Ethical CompanyIncrease in donations and presence of charitable events YearlyCEO Marketing Department Operations/Processes 1.InnovationNumber of new products in each segment Number of renovated products in each segment YearlyCEO Marketing Department 2. Brand expansion/ AccessibilityNumbers of new resorts builtYearlyCEO Financial 1. Reduce cost of productionDecrease in cost of Parks, Resorts and other property YearlyCFO 2. Increase profitabilityIncrease Sales Reduce Expenses QuarterlyCFO

 Kemampuan teknik industri Walt Disney  Karyawan adalah jantung operasionalnya  Sistem informasi  Fasilitas yang menyenangkan dan nyaman serta mampu memberikan kenangan tersendiri (kenangan indah) Strategies

 Market Segmentation  Target Market  Strategi Produk  Strategi Inovasi  Strategi Promosi Dan Pemasaran Strategies

THE END TERIMA KASIH