In 1987 an agreement was signed between the Walt Disney Company and the French authorities to open a Disney Park and Resort Europe, next to Paris.
In 1992, Park opens its doors, the model is copied on Disney World Florida. The Disney complex includes 3 entities: Park (Disneyland), 7 hotels and leisure centre (Festival Disney). However one year after the opening of Disneyland, the imported model from the United States did not match sufficiently the expectations of European consumers. Thus the Board has decided to implement a system measuring the quality of the whole Disney project. This measure should evaluate 2 aspects, to verify that Disney procedures in terms of quality were properly applied and to verify that clients were satisfied with the proposed service. To do this, different tools have been implemented.

1 / ANALYSES IMPLEMENTED FOR MEASURING QUALITY TOOLS QUALITY CONTROL VISITS

Tool’s description

Is one of the 3 different quality control measurement tools to check quality in terms of internal point of view. It checks on whether service quality standard are respected or not, and evaluation on existing gap. It is done on visible elements and on non-visible element from visitors. This is accomplished by checklist based on the United States imported standard quality criteria. So at the end of each visit a qualitative report is developed with positive and negative points giving rise to a monthly briefing with managers.

Benefits Limits
- Involvement of all employees in the quality policy
- Check list quite exhaustive
- Regular report
- Meeting and debriefing - too many report
- Difficulties for drafting process
- Checking based on US standard
- Done by internal employee biased analysis

IMPROVEMENT
Use of external service
Adapt to European