Disney U: How Disney University Develops the World's Most Engaged, Loyal, and Customer-Centric Employees

  LESSON 5  Be Willing to Change or Be Willing to Perish

The Birth of the Disney University

Our theme of “happiness” was great for the first years, and we still use basic elements of that program. But now we needed something new, something that would impose responsibility and self-discipline on all of our key people.¹

—Van France

It is the fall of 1962, and Jim, recently mustered out of the army and studying at a local college, is walking through Disneyland on his way to work. His job as a foreman on the Matterhorn has his head spinning with possibilities. Deep in thought, he barely notices the weight of the stack of books under his arm—books he plans on using to prepare for an upcoming project. Jim is determined to improve the employee training ...