Quality Assurance and Quality
Engineering at Disney
Emmett Peter
Director, Worldwide Safety and Assurance
Walt Disney Parks and Resorts
March 27, 2007
In Attendance from Disney
Nat Doersam
Manager, Quality Assurance
Disneyland Resort
Rich Smolowitz
Manager, Quality Assurance
Walt Disney World Resort
Agenda
• Disney and Space
• Our Community
• Disney’s Quality Culture
– Quality Assurance
• Show
• Operational
• Ride
– Quality Engineering
– Quality Audit
•
Global Sourcing
Disney and Space Exploration
• Space travel and
exploration was always a
fascination for Walt
Disney. Disney produced
three space-themed
television specials in the
1950s -- "Man in Space,"
"Man and the Moon" and
"Mars and Beyond."
• The three specials
included participation
from leading space
scientists including Dr.
Wernher von Braun, Willy
Ley and Heinz Haber.
Now, Walt Disney World Resort guests can take a trip to Mars
aboard Mission: SPACE at Epcot. Guests experience a pulseracing liftoff and the sensations of traveling in outer space on
an out-of-this-world mission to Mars.
The
Parks & Resorts
Studio Entertainment
Company
Media Networks
Consumer Products
Domestic Parks & Resorts
International Parks & Resorts
Largest single site
employer in the US
with over 58,000
employees
4 Theme Parks, 2 Water
Parks, 95 Attractions,
25,366 Rooms
Over 200,000
ride mass
transit on a
single day
750 watercraft, 14.7 lane
miles of elevated beam way
for 12 monorails & 260
buses
Similarities and Differences
• Continuous focus on efficiencies and speed to market
• Managing risk
• Pressure surrounding a launch and launching an attraction
• Media scrutiny
• Keeping machinery running, and running, and running….
• Facing the many issues of safety and quality in the
workplace
Disney and Safety
Safety is the cornerstone of our four
keys to quality:
• Safety
• Courtesy
• Show
• Efficiency
Show Quality
Show Quality - Subjective
Integrated Planning
SR
PI
PS
MG
OI
Asset Mgmt
Program
Show
Quality
R&M
Reliability
Safety
Objective
Subjective
Sample Map Outlining VPI
Points
VPI Rating Scale
Rating
Definitions – Guest Perspective
A
Category is in good condition,
presenting good show.
B
Category is in fair condition,
requiring minor/planned attention.
C
Category is in poor condition,
requiring significant/immediate attention.
SAMPLE VPI CATEGORY SUMMARY
STRATEGY
CATEGORY A's B's C's C%
Worst Furniture
34 10 18 21%
Rails/Poles
49 18 17 20%
Custodial***
45 30 15 17%
Low Paint
57 29 11 13%
8%
High Paint
55 23
7
6%
Props/Awnings 69 12
5
5%
Hardscape
71 19
4
5%
Landscape
73 14
4
3%
Structural
90
5
3
Best Signs/Graphics 89
2%
5
2
Total
632 165 86
*** Custodial = Specialty Cleaning
Impact
Cost
Med
Low
Med
Med
High
Low
High
Med
Med
High
Low
Low
Med
Med
High
Med
Low
High
Med
Med
Operational
Excellence
Attractions Alignment
3.3 Billion Worldwide
Guest Interactions
1.08 Billion WDW
Guest Interactions
265
Disney
Attractions
100
WDW
Attractions
11
Disney
Theme Parks
4
WDW
Theme Parks
8
Attraction
Classifications
Greeter, Grouper,
Load, Dispatch,
Unload, Tower
6
Core
Operator
Positions
Rotating, Dark, Flume,
Coaster, Simulator,
Theatre, Watercraft,
Walkthrough
Disney’s Wild About Safety
http://disney.go.com/safety/
Safety Communication & Instruction
Ride Quality Assurance
Unusual
Inspection
Space Entry
Quality Engineering
Procedure Development
MR
OG
Maintenance
MAXIMO
Job Plans
NDT
MAXIMO
Job Plans
Systematic Training & Certification Program
Attraction
Operation
Maintenance
Testing
&
Inspection
RL PM Due Reports
Lightboard
Auditing
(OUTPUT)
GET WHAT YOU
WANT
• OEO
• OPERATIONAL AUDIT
• REFRESHER TRAINING
• TRAINER ACCOUNTABILITY
• KNOWLEDGE ASSESSMENTS
• PERFORMANCE ASSESSMENTS
• MANAGER REQUALIFICATIONS
• TRAINER SELECTION
• TRAINING GUIDES/TRAINING TOOLS
• TRAIN-THE-TRAINER SESSIONS
• TRAINER DEVELOPMENT
• OJT/TRAINING SESSIONS
• UPDATE TRAINING
WHAT YOU WANT
(INPUT)
• MANUFACTURER’S REQUIREMENTS
• OPERATING GUIDES
• PRE-OPENING CHECKLISTS
• FEDERAL/STATE REQUIREMENTS
Audit Structure
•Incident Based Observations
Tier 4
•Unannounced Audits of
Operations, QA, & Maintenance
CSO Auditors
- CSO / Legal Directed Investigation
Tier 3
•Compliance with ASTM F-24 & F-770
- Global Annual Audit
•Best Practices and Recommendations
•Compliance with ASTM F-24 & F-770
Quality Assurance
- QA Oversight Program
Business Unit
- Operations Local Program
- Maintenance Local Program
•Global Peers & Partners
Global Peer
Tier 2
Tier 1
•Post Incident Investigation
Coordination
•Legislative Enforcement Interface
•Annual Certification of Compliance
•Day to Day Sustainment
•All Levels of Cast Involved
• Measures Practice vs. Established Expectations
Global Sourcing
SBL – Beijing China
HKDL Small World Ride Design and
Production
October 2006
SBL is located
in Beijing
5th RING RD
4th RING RD
3rd RING RD
FRP & PAINT
SHOPS
OUTDOOR ASSY
AREA, PAINT, & MOLD
STORAGE
MACHINE & ASSY
SHOPS
DORMS
WELD SHOP
WAREHOUSING
CANTEEN
OFFICES
OUTDOOR STAGING AREA
SBL – Beijing China
Summing Up….
Our Cast is our Greatest
Asset
“You can dream, create, design and build the
most wonderful place in the world but it requires
people to make the dream a reality!”
Walt Disney