Disney U | Doug Lipp | Talks at Google

TL;DR

Doug Lipp discusses the importance of maintaining a strong culture and embracing innovation in organizations, using examples from his time working at Disney.

Transcript

DOUG LIPP: Welcome. Thank you for being here today. And I would like to share with you some thoughts. And [? Marjay ?] talked a little bit about my background-- a bit more is I work for Disneyland. My first job at Disney, outside of being an intern, was as a Japanese interpreter. My second language is Japanese, and I was doing some work for the new... Read More

Key Insights

• 💪 A strong culture is more than just words and superficial elements like colorful bikes; it requires hard work and continuous improvement.
• 😤 Organizations should strive to have a balance between dreamers and doers in their teams to ensure innovation and execution.
• 🥰 The Disney University focused on capturing the hearts and minds of new hires through storytelling, showcasing examples of exceptional customer service, and emphasizing teamwork.
• 💨 Organizations should not be afraid to challenge themselves and constantly look for ways to improve and innovate, or they risk becoming irrelevant.
• 🤗 It is essential to have open communication and support from leadership to address entrenched employees who may not align with the desired culture.
• 🪡 Embracing a culture of continuous improvement and innovation can help organizations correct mistakes and constantly evolve to meet changing market needs.

Questions & Answers

Q: How did Disney University capture the hearts and minds of new hires?

Disney University focused on teamwork, cleanliness, and friendliness, and showcased examples of non-custodial personnel going above and beyond to maintain the high standards of the company.

Q: How did Disney maintain its culture after Walt Disney's passing?

The doer mindset took over and the company became resistant to change. This led to missed opportunities and almost caused the company to fail. It is essential for organizations to constantly innovate and challenge themselves even after the loss of a key leader.

Q: How can organizations address entrenched employees who may not align with the desired culture?

It is important to have a clear culture and values in place, as well as support from leadership. Encouraging open communication and continuous education can help shift entrenched employees towards embracing the desired culture.

Q: How did Disney address mistakes and challenges in maintaining its culture?

Disney embraced a culture of continuous improvement and innovation. They used feedback and critical observations to constantly improve and "plus the show." This mindset helped them identify and correct mistakes, ensuring that the company remained fresh and dynamic.

Summary & Key Takeaways

• Doug Lipp shares his background of working for Disney, including his time as a Japanese interpreter during the development of Tokyo Disneyland.

• He emphasizes the importance of culture and shares how Disney University was created by Van France to focus on people development.

• Lipp discusses the need for organizations to have a balance between dreamers and doers, as well as the importance of consistently improving and plussing the show.