For an overview on Disney World’s relationship with process improvement, especially regarding MagicBands, check out my previous post.
Improving the park entry and FastPass processes were just the starting point for Disney. As park capacity rises, Disney continuously has to find ways to streamline processes and manage crowds, all while keeping visitors happy and in the middle of magic. One of Disney’s most popular counterparts is food. Unlike other theme parks, Disney offers a wide variety of international and gourmet food interlaced with family favorites and comfort food. There are countless types of cuisines found in Disney at over 200 restaurants! As Disney began creating viral fan-favorites, think Dole Whip or Mickey beignets, visitors were forced to spend part of their vacation waiting in lines to try the new treats. This led to unhappy visitors, stressed cast members, and congestion around the food booths. Disney knew they had to make action to remedy this. First, Disney began spreading out popular treats, like Dole Whip, across the parks to break up long lines. Now, Dole Whip can be located in several parks and at several locations. Additionally, visitors can use the Disney app to place mobile orders at specific locations. Visitors pay on the app and check-in upon arrival. After check-in, cast members begin the order for optimal freshness, and visitor wait times are minimized. For temperature sensitive orders, cast members wait until the visitor has physically arrived, then quickly prepare the order for the perfect handoff. With these process changes, Disney can streamline visitor wait times while maximizing sales and using their resources efficiently. See below for the old food ordering process (once as-is) with its shortfalls compared to the new process (once to-be) and the benefits.
Sources:
Serving it up Disney Style: How Process Can Make or Break the Customer Experience
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