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 CAPODAGLIAttitude is the desire to transform our knowledge into skills and ultimately into habits.
More Bill Capodagli Quotes
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The role of any exceptional facilitator or consultant is to work themselves out of a job.
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In the best organizations, love is the real “pixie dust.”
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Values must be demonstrated through behaviors, but they are truly significant when they represent the beliefs of an entire organization.
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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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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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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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In today’s global economy, innovations and improvements to products and services are not only happening more rapidly than ever before in history, they are being communicated instantaneously. So, it’s “innovate or die”!
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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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Always look for ways to improve even the “good show.”
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Productivity starts with doing the right things.
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In the long run, it costs more to provide poor rather than good service.
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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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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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Vision without execution is like a plane without wings, or Dumbo without ears, it just won’t fly.
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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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