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Minnesota State University, Mankato
Minnesota State University, Mankato

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Disney Institute

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Uncover some of the secrets behind the Disney service culture and processes. In this program, you will examine the time-tested model for delivering world-class Guest service and discover how attention to detail creates a consistent, successful environment for both employees and customers. You can then use these ideas to transform and improve your own organization's delivery of quality service.

You will learn how to:

  • Develop an organizational culture that supports consistent delivery of quality service
  • Evaluate the Disney approach and tailor it to your business.
  • Design quality service standards and processes to raise the level of customer satisfaction.
  • Create metrics to gauge the needs, perceptions and expectations of your customers.
  • Enable employees, settings and processes to convey your quality service commitment.
  • Implement a strategic plan for monitoring the delivery of seamless customer experiences.


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[PDF] Download Disney Quality Service Brochure




DATE: Monday, September 24, 2012


7:30-8:00 a.m......................Check-in/Morning Refreshments
8:00 – 9:30 a.m..................................Defining Quality Service
10:00 – 11:30 a.m........................................Quality Standards
11:30 a.m. – 1:00 p.m. .....................................................Lunch
1:00 – 2:30 p.m. ..............................Service Delivery Systems
3:00 – 4:30 p.m. .............................Integrating Quality Service


Location: Minnesota State University, Mankato - the newly renovated Centennial Student Union Ballroom


  • $449 Regular Price
  • $499 Late Registration (September 21-24)
  • $299 per person for groups of 3 or more 
  • Morning and afternoon refreshments as well as lunch vouchers will be provided to each participant
  • Free parking

     *Although Disney Institute is presenting this program, the sponsor of this program, Minnesota State University, Mankato and not Disney Institute, is responsible for marketing and promoting this program, and for providing and/or arranging for the venue, facilities and other items for this program.  This includes and food and beverage offered at or in connection with this program.  Minnesota State University, Mankato is not an agent of Disney Institute or its affiliates, and Disney Institute and its affiliates assume no liability relating to the event or for the acts of omissions of Minnesota State University, Mankato


  • Managers and those interested in benchmarking the business practices behind the highly regarded reputation Disney
    has for excellent customer service and providing a quality service experience within his or her organization.

Continuing education credits: 6 contact hours


Tom Madden

Tom joined the Walt Disney World Resort in Lake Buena Vista, Fla., in 1986 with a role as an assistant supervisor in food and beverage at Epcot. Assigned to a variety of restaurants, both quick-service and fine dining, Tom's talent was quickly recognized and he was promoted to area restaurant manager in 1990.
Over the next nine years, Tom served as a leader for themed restaurants within Epcot, representing Norway, Canada, and the United Kingdom, as well as themed quick-service outlets. He has also managed theme park operations and merchandise operations at Epcot before joining Disney Institute in 1999.
Tom has worked with a variety of companies large and small while facilitating business programs for Disney Institute. He is also part of the leadership team of Disney Institute, providing support for facilitators and consultants.
Tom has undertaken a number of special projects at the Walt Disney World Resort, including hosting media groups, travel industry professionals and children's groups during press events and special celebrations. In 1993, Tom headed the highly successful Heart of Florida United Way campaign as a loaned executive. He has also recruited cast members for the Walt Disney World Resort from colleges in the United States, Canada and Europe.
Prior to working for Disney, Tom taught, coached, counseled and managed at a suburban high school and community college near Chicago. He also worked as a unit manager at the York Steak House division of the General Mills Restaurant Group.
Tom earned his Bachelor of Science in psychology degree from the University of Illinois in Champaign, Ill. He graduated with a Master of Biological Psychology degree from the University of Illinois.



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Questions: If you have questions about the training or how to register, contact the College of University Extended Education at 507-389-2572, or 1-800-311-3142, or email