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Created by: Jill Megredy & MaryKay Severino. This ppt presentation looks at the Disney Institute using the Kirkpatrick model and the Success Case Study Model.
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The Disney Institute
A New Business Model
Roy & Walt Disney created an innovative
Business Model
Employees recognized for Achievement
Teamwork and Collaboration
Is the training effective?
We’ll evaluate the Disney Institute's training
1st The Kirkpatrick Model
2nd The Success Case Model
AIMCOApartment Investment & Management
Company
The Training Objective:
Training Evaluation:AIMCO uses the Kirkpatrick Model to evaluate the Disney Institute Training.
AIMCO needs to improve customer service
Level 1: Reaction“The reaction was so positive that we scheduled
a third program for December.”
THE KIRKPATRICK MODEL
Verbal Reactions Surveys Questionnaires
Level 2 : LearningPre-interview:
THE KIRKPATRICK MODEL
Pre/Post Tests Interviews Observations
AIMCO created ‘Moments That Matter’ a 4 point strategy that focuses on the importance of details in creating positive moments.
“We’ve always been focused on our residents but our approach (isn’t) formalized.”
Post-interview:
Level 3: Behavior
AIMCO continuously observes effectiveness via a company intranet where “residents can communicate feedback”
THE KIRKPATRICK MODEL
Interviews & Observations over time
Level 4: ResultsMonitoring the Positive Comments:
AIMCO keeps track of which properties generate the most positive comments.
ROI : Turnover, Productivity, Profits,
THE KIRKPATRICK MODEL
“Of the hundreds upon hundreds of positive postings…the majority of them come from
communities that have already adopted the ‘Moments That Matter’ program.”
ACHArkansas Children’s Hospital
The Training Objective:
Training Evaluation:ACH uses the Success Case Model to evaluate the Disney Institute Training.
ACH needs to improve satisfaction scores
ACH
ACHIdentify
In 2001, ACH was dealing with mid-level patient satisfaction scores, loss of staff and difficulty recruiting new critical staff.
THE SUCCESS MODEL
Verbal Reactions Surveys Questionnaires
SurveyTHE SUCCESS MODEL
Pre/Post Tests Interviews Observations
In 2002, ACH leaders attended a program created just for them “Excellence in Healthcare Leadership” at the Disney Institute.
ACH
ACH tried short term fixes such as signing and relocation bonuses but they did not work to raise the satisfaction score levels
Analyze
Hospital leaders studied how Disney trains its leaders and began to understand how strong, effective leadership is the key to business growth drivers such as high employee and customer satisfaction.
THE SUCCESS MODEL ACH
ResultsMonitoring the Positive Comments:
Employee opinion scores have increased since 2001. ACH is now ranked in the 90th percentile
in both patient and employee satisfaction.
ROI : Turnover, Productivity, Profits,
THE SUCCESS MODEL
“We are now purposeful in treating our children, families, fellow team members and entire community with care, love and hope,” say Scott Gordon, ACH Chief Operating Officer.
ACH
