問題詳情

36-40 Disney got into the consulting business by accident after being featured in the 1984best seller In Search of Excellence. Many corporations started asking for tips so that thecompany created a program in 1986 called “The Disney Approach to People Management,”and formalized the business a decade later with the Disney Institute’s creation.Revenue from the Disney Institute has doubled over the past three years, according toDisney, powered in part by its aggressive pursuit of new business. From 2006 to 2009, 300school systems across the United States have sought its advice.The Disney Institute recently hired several field representatives to sign up clients andstarted dispatching its executives to companies wanting help; before that, advice-seekerstraveled to Walt Disney World in Florida or Disneyland in California.“We’re putting our people on planes all day every day, domestically andinternationally,” said Jeff James, who runs Disney’s consulting branch. “Some clients are ingreat shape and want to improve even further, and some are truly clueless.” Mr. James saidthe up-and-down economy had put pressure on companies to pay more attention toconsumers’ needs. He also cited the importance of the Web, which “gives unhappy customersa megaphone.”Disney, which employs 64,000 people in Orlando alone, has its own employeedifficulties, of course. Some “cast members” —Disney-reference to employees—chafe atthe company’s strict rules, although it recently lifted a facial-hair ban and now allows womento forgo pantyhose. Disney’s ultra-friendly customer service can also startle visitors whoaren’t used to such cheerfulness.But vast numbers of consumers love it, and the company is routinely showcased inbusiness books for its hospitality and efficiency. For instance, the company has spent somuch time studying its customers—more than 120 million globally in 2011— that it placestrash cans every 27 paces, the average distance a visitor carries a candy wrapper beforediscarding it.When clients send their employees to Disney Institute for training, some time is spenton seminars on topics like “purpose before task.” They are going through Disney-led※共計四頁之第四頁workshops that emphasize five principles: leadership, training, customer experience, brandloyalty and creativity. Sessions are often custom-tailored. They also get tours of the parks,where Disney managers demonstrate their tricks in action, like giving directions by pointwith two fingers instead of one (it’s more polite). A behind-the-scenes stop at “textileservices” (the laundry) might emphasize how managers are taught to show appreciation forlower-level workers by pitching in to complete menial tasks.
36. According to the article, when was the Disney Institute founded?
(A) 1984
(B) 1986
(C) 1996
(D) 2006
(E) 2011

參考答案

答案：C
難度：適中0.454545
統計：A(1),B(3),C(5),D(1),E(0)

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