Star Wars Hotel: Servicescape at Galaxy’s Edge

Star Wars Hotel: Servicescape at Galaxy’s Edge

March 25, 2019

Have you heard about Galaxy’s Edge?

Starting in 2019, customers can have an immersive experience at a new attraction, available at both Disney resorts in the US.  At this Star Wars hotel, customers can wear costumes and role play their way through a two-day stay. The adventure entails an unfolding narrative event, where participants interact with characters, and technology enhances the surreal experience.  Meals may be served by robots also.

A lot of details remain under wraps as Disney finishes constructing a new attraction that will be out of this world, but keep an eye on the Disney blog for news.


Video Spotlight: Star Wars: Galaxy’s Edge | Behind the Scenes at Disneyland Resort and Walt Disney World Resort


This post is based on the Disney blog post, Star Wars: Galaxy’s Edge to Open May 31 at Disneyland Resort, August 29 at Disney’s Hollywood Studios by Thomas Smith, March 7, 2019; the Picture The Mage site, Star Wars Hotel; and the YouTube video, Star Wars: Galaxy’s Edge | Behind the Scenes at Disneyland Resort and Walt Disney World Resort, by Disney Parks, December 25, 2018. Image source: Shutterstock / Algol

Discussion Questions:

1. Describe the Continue reading

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Fasten Your Seat Belt: Lean Airlines Ahead

Fasten Your Seat Belt: Lean Airlines Ahead

September 4, 2018

Airlines have started to implement lean operations concepts to cut costs and improve customer experiences.  The article applies lean service operations by recommending a ten-point checklist to common aspects of airline travel.

One tip: get rid of the problematic “box” often used to size carry-on luggage. Because gate agents know the box isn’t a good judge of what bags will fit, they use their own (variable) judgment instead. Instead, the authors recommend a height line marked on the poles at the boarding line.

Check out the article for other tips, and an engaging, interactive model.

This post is based on the McKinsey article, Does your airline still cross seat belts? A ten-point lean checklist for leaders, by Alex Dichter, Robin Riedel, Ron Ritter, and Steve Saxon, August 2018. Image source: Gene Chutka/E+/Getty Images.

Discussion Questions:

1. Explore the interactive model in the article. Which of the ten items is likely to provide the most productivity improvement?  Which of the ten items is likely to cost the most to implement?

Guidance: Students should review the concepts of service delivery, service quality, and lean operations.  Suggest having students rank order the most productive points listed along Continue reading

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FedEx and Overnight Success

FedEx and Overnight Success

March 19, 2018

Fred Smith, founder of FedEx, developed his now-ubiquitous hub-and-spoke distribution design based on a college term paper, and his experiences in Vietnam.

Mr. Smith understood the need for overnight guaranteed delivery of inventory as well as the intangible customer relief of having a valuable package safely arrive.  The brand’s image is based on that guarantee.

Logistics design is the heart of the FedEx empire. With Amazon entering the shipping business, how long before the empire will be under siege?

This post is based on the Ad Week article, How FedEx’s Founder Revolutionized Shipping With a Mediocre College Term Paper, by Robert Klara, March 13, 2018. Image source: Shutterstock / Lightspring.

Discussion Questions

1. Describe the hub-and-spoke supply chain network that FedEx pioneered.

Guidance: Students should review logistics, transportation, and location material.  It may be helpful for students to research FedEx to find all the “hubs”.  This could lead to a discussion of the utility of the center-of-gravity method to determine the next “hub”.

2. Identify the service package that FedEx created.

Guidance: Students should review service packages, service blueprint, service-profit chain.  They should easily identify the tangible aspects of the service package, Continue reading

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