Foreword by Michael D. EisnerAll organisations drive towards the same goal -how best to serve their customers. Walt DisneyWorld has always enjoyed a reputation as a companythat set the benchmark for outstanding businesspractices. Now, for the first time, one criticalelement of the methodology behind the magic isrevealed - that of quality service. Here, theirproven principles and processes are fullyoutlined, to help your organisation focus itsvision and assemble its infrastructure to deliverexceptional customer service.



