The Student Experience: Keeping the Promise
Disney Institute
Lake Buena Vista, Florida
June 12-14, 2002
Introduction
With competition increasing in higher education, college leaders must
find ways to attract and retain students. Colleges and universities can
benefit from the experiences of organizations beyond the education sector—as
partners and as guides. In this spirit, the Council of Independent Colleges
(CIC) is collaborating with the Disney Institute to offer a program on
“service quality,” tailored specifically for private college
and university leadership teams. This 2-1/2 day program, held at Disney
World in Florida, allows institutional teams, with peers from other colleges
and universities, to learn from the strategies and philosophies that Disney
uses to build and deliver a positive “guest” experience. College
teams will be able to develop their own ways of promising students high
quality education—a promise that communicates to students, parents,
alumni, staff, and faculty members the values of the institution through
every point of contact.
Back to top
Program Highlights
The program combines ideas and techniques from Disney’s experience
with examples drawn from colleges and universities that have applied these
approaches. The program includes classroom presentations, team discussions,
and on-site observations in Disney theme parks.
Defining the Campus Promise. Participants will consider the keys
to success in customer service at Walt Disney World and their applicability
to educational institutions.
Leading the Service Culture. By demonstrating passion for the
vision, encouraging involvement, and being models of the values of a service
culture, leaders can ensure employees’ commitment to the promise.
Following a discussion of leadership accountability, each team will develop
plans for a student-focused environment on its own campus.
Creating the Student Experience. Campus teams will examine the
connection between high quality student experiences and overall organizational
growth, and will be able to make connections to their own “customer”
base.
Enriching the Employee Experience. Participants will explore the
link between employee enthusiasm and outstanding service to students.
Through discussion and field experience, teams will discover ways to gain
the involvement of all campus employees in fulfilling the promise of the
college.
Back to top
Team Composition and Size
This program is designed for campus teams involving institutional leaders.
Institutions should determine the appropriate team size; in the past,
team sizes have ranged from three to 15 individuals. Preference in scheduling
will be given to teams led by the president.
Back to top
Meeting Dates and Schedule
We will work directly with interested institutions to establish dates
during June and July, 2002 that can accommodate the largest number of
institutions.
The schedule for each program is as follows:
Day 1: 4:30 p.m. – 10:00 p.m. (includes dinner)
Day 2: 7:30 a.m. – 5:30 p.m. (includes breakfast and lunch)
Day 3: 7:30 a.m. – 5:00 p.m. (includes breakfast and lunch)
Back to top
Intent to Participate and Registration
Programs will only be held if there are at least 40 participating individuals
(and no more than 60). Therefore, institutions interested in participating
must indicate their interest and the approximate size of their team. CIC
will work with those interested institutions and the Disney Institute
to establish appropriate dates that will accommodate the largest number
of institutions wishing to participate. Over the next month, this process
will proceed in three steps:
1. Institutional representatives should contact CIC to express their
institution’s intent to participate, with the approximate size of
their team, (amp@cic.nche.edu) by Wednesday, January 30, 2002.
2. CIC, in conjunction with the Disney Institute, will immediately propose
possible dates and work with interested institutions to find dates satisfactory
to the largest number of institutions.
3. Once institutions have agreed upon a date, CIC will make registration
materials available; and institutions may register by providing names
of individual team members and paying registration fees of $1,525 per
individual.
Back to top
Housing
Housing will be in one of the Disney properties at Disney World. Disney
World properties are unable to reserve housing until dates have been confirmed
via program registration. Once specific dates have been determined, institutions
will be notified of the particular hotel and will able to reserve rooms
as a part of the registration process. Room rates will be approximately
$200 (single or double occupancy) per night. These rates will be honored
for three days before and after the program.
Back to top
Transportation
The closest airport to the Disney Institute is the Orlando International
Airport. Shuttle service is available between the Disney Institute and
the airport through Mears Motor Shuttles, located at the airport below
the baggage claim area; no reservations are required. The shuttle runs
continuously between the airport and Disney area properties. The current
fare is: adults–$15/one-way, $27/roundtrip; children ages 4-11–$11/one-way,
$19/roundtrip; children under the age of three are free.
Taxi service is also available. The approximate cost of a one-way fare
from the airport to the Disney Institute is $45.
Free, unlimited parking is available. At the Disney Institute, almost
everything is within walking distance, or golf carts or bikes can be rented
for getting around more quickly. Complimentary motor coach transportation
is provided for visits to the Disney Theme Parks and the nearby Downtown
Disney area.
Back to top
While at Disney World...
Theme park tickets. Discounted multiple-day park passes will be available.
Order forms will be included with registration confirmation.
What else is there to do nearby?
Cirque de Soleil maintains a permanent show at the Downtown Disney West
Side Resort. Ticket prices are $71 for adults and $41 for children (ages
3-9), and may be purchased by calling (407) 939-7600.
Children ages 7 to 15 can enjoy Camp Disney, which offers hands-on programs
and excursions throughout the Walt Disney World Resort each day. Outdoor
recreation and play areas are located on the resort grounds.
Dress is casual. Please bring cool, comfortable clothing and footwear.
The weather in Florida during the summer is hot and humid. Meeting rooms
at the Institute are indoors and air-conditioned, but part of each day
will involve walking around the grounds and parks. A hat, sunglasses,
and sunscreen are recommended.
Back to top
Past Participating Institutions
Albertson College of Idaho
Alderson-Broaddus College
Buena Vista University
Cabrini College
Central College
College of the Southwest
Elmira College
Indiana Wesleyan University
Iowa Wesleyan
Lees-McRae College
Lewis University
Luther College
Montreat College
Neumann College
Olivet College
Pacific University
Palm Beach Atlantic College
Saint Edward’s University
Seton Hill College
Siena Heights University
Simpson College
Thiel College Union College
University of the Incarnate Word
Villa Julie College
Wesley College
Wisconsin Lutheran College
|
2002
Disney Institute
