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The two greatest role models in my professional career were Walt Disney and Dr. Deming. Dr. Deming was the Father of Total Quality Management and the person who redefined quality for the entire world.

Bill Capodagli

Productivity starts with doing the right things.
BILL CAPODAGLI

Doing Productivity Right Thing
One of the reasons for The Walt Disney Company’s long- term success is really the first of Dr. Deming’s famous points, “create constancy of purpose.” In his professional career,
BILL CAPODAGLI

Careers Long Passion
In the best organizations, love is the real “pixie dust.”
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Dust Love Real
Walt Disney said everything he had ever accomplished was a result of Mickey Mouse. Mickey was Walt’s alter ego and he was originally modeled after Charlie Chaplin’s Little Tramp character. So without Chaplin, who knows what Mickey would have become!
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Character Ego Littles
The key is to make sure you are doing the “right things” before you worry about doing things “right”.
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Keys Right Thing Worry
Love for coworkers, love for customers, love for the product and love for self. Walt Disney instilled all of these “loves” in his company. Each of these factors is critical to achieving success in any organization.
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Factor Love Organization Self
There is an old Indian saying, “When legends die, dreams end. When dreams end, there is no more greatness.” Leaders like Walt Disney inspire their organizations to keep their legends and stories alive.
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Dream Greatness Organization
Values must be demonstrated through behaviors, but they are truly significant when they represent the beliefs of an entire organization.
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Behavior Belief Organization
Vision without execution is like a plane without wings, or Dumbo without ears, it just won’t fly.
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Execution Vision Wings
Organizational culture begins in HR. This means to hire for attitude and train for skill.
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Attitude Mean Skills
People are over 20 times more likely to remember a story than a series of facts and figures. A good story touches our hearts.
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Heart People Stories
When you focus on results, you will very seldom see a change in your culture. But, if you focus on a customer-centric culture, you will realize long-term results.
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Culture Focus Long
The two critical questions to ask are: “Who is my customer?” and “What value am I adding?” Unfortunately, many workers cannot answer these questions. They tend to blindly do things, and develop bad habits of doing things over and over for no good reasons.
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Answers Habit Two
Always look for ways to improve even the “good show.”
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Looks Shows Way
An idea becomes great when it becomes tangible.
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Become Ideas Tangible
The results of “engaged” companies vs “disengaged” companies are staggering. Getting workers to be more engaging with their coworkers and customers can produce huge results.
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Coworker Produce Results
The role of any exceptional facilitator or consultant is to work themselves out of a job.
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Exceptional Jobs Roles
My mother’s work ethic, her attitude, and the way she treated each and every customer as if they were her best friend were better lessons than could be found in all the text books in the world.
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Attitude Book Mother
If your values are not used as the constitution of your organization, or if they are compromised, they become just words on paper.
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Constitution Organization Paper
In 1962, Sam Walton changed the face of retailing with Wal-Mart. As we speak, Amazon is again changing the face of retail with on-line buying.
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Changing People Retail Speak Year
Social media can work to a CEO’s advantage. Someone with a great product in a small town in the middle of nowhere can compete in the world marketplace.
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Media Middle Nowhere World
Knowledge is the understanding of what, how and why we need to do something. Skill is applying that knowledge in a practical situation.
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Attitude Skills Understanding
When values are deeply embedded within an organization, they seldom change.
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Embedded Organization Values
Today, with social media, thousands of potential customers can learn about horrible service within hours, minutes or even seconds after it happens.
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Happen Horrible Minute Service Today
Walt’s major passion was to provide the finest in family entertainment. For the most part, for nearly a century, the Company has stayed true to that legacy, and has set the standard for the entire entertainment industry.
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Company Entertainment Entire Finest Standard
Innovate, don’t imitate. Set out to create a culture that is right for your organization, then work at making it happen.
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Culture Happens Organization
Twenty years ago if you provided someone with horrible service, it may take weeks or even months for the word-of-mouth message to get out to 15-20 potential customers.
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Media Mouth Years

The two greatest role models in my professional career were Walt Disney and Dr. Deming. Dr. Deming was the Father of Total Quality Management and the person who redefined quality for the entire world.

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The two greatest role models in my professional career were Walt Disney and Dr. Deming. Dr. Deming was the Father of Total Quality Management and the person who redefined quality for the entire world.

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