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Bill Capodagli has about three decades of administration consulting and accumulated analysis expertise. Bill co-authored the acknowledged business book, The Disney Way, 3E: Harnessing the Administration Secrets of Disney in Your Company, now in its 3rd edition. The aboriginal archetype was cited by Affluence annual as “so advantageous you may blare while you work.”



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Related Podcast: Making the Disney Way: Your Way

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Note: This is a archetype of an interview. It has not gone through a able alteration action and may accommodate grammatical errors or incorrect formatting.



Transcription of Interview

Joe Dager: Welcome everyone. This is Joe Dager, the host of the Business901 podcast. With me today is Bill Capodagli. Bill is one of the best accustomed storytellers on the cultures of Disney and Pixar, educating audiences with Walt Disney’s aboriginal success blueprint of ‘Dream, Believe, Dare, Do’ that is acclimated by entrepreneurs and Affluence 500 companies alike. I’m accustomed by your appearance, Bill. I see that you accept the animation abaft you. So, as we talked before, you array of airing the walk.

Bill Capodagli: What we do. Acknowledgment for accepting me, Joe. It’s a action to be here.

Joe: Acknowledgment for your accord and aflame about the 3rd archetype of The Disney Way. Aback did you aboriginal broadcast the 1st edition?

Bill: Well, the 1st edition, I anticipate the publishing date is 1997, but it was like December of 1997. So, 1998 was the aboriginal year.

Joe: An adumbration maybe to say it was able-bodied received. It has advance to several added books but what did you absolutely anticipate aflame bodies aback then?

Bill: I anticipate it was the ability of Disney.  I beggarly everybody is, and we’ve all developed up on Disney and Disney has created one of the best-known brands in the world. For business bodies to be able to analyze with that cast and afresh see how their abstruse of, Walt’s abstruse of ‘Dream, Believe, Dare, Do’ could administer to aloof about any business around. I anticipate that’s the affair that absolutely absorbed organizations and leaders to apprehend about it.

Joe: I accept both of the aboriginal 2 editions. I justified the 2nd archetype because I had to buy the Kindle version. I justified it to myself. I additionally accept the Acreage book, Leading the Speed of Change. I accept abounding Disney training. Why do I appetite to buy that 3rd edition?

Bill: Sure, the 2nd archetype deals with; afterwards the 1st archetype had appear out, some of our criticism was that “Oh gee, this is article that you helped with added companies, and we featured some of our prime audience in that like Whirlpool and Bristol-Myers and such. So, afterwards about 7 years of the 1st archetype advancing out, we looked about for companies that we were alive with that accept accepted these principles, and that’s how the 2nd archetype came into being. Companies like the accounting close of Ernst & Young, the Men’s Wearhouse, Four Seasons Hotels, all those that accepted Walt’s attempt of ‘Dream, Believe, Dare, Do’.

This edition, aback McGraw-Hill approached us about a year ago and said “Gee, do you accept any new audience and new belief and how about implementation, how can bodies do this?” Over the accomplished years, we’ve been alive with a lot of startups and a lot of organizations that were aggravating to absolutely change their culture, absolutely aggravating to adapt their ability to become added customer-centric. The aforementioned anniversary that McGraw-Hill asked us to anticipate about revamping the book into the 3rd edition, we got this alarm from a little aggregation out on the West Coast and they said that they absolutely admired our book and arrive me to appear out and allocution to their startup organization, and I was scrambling at the time I got this e-mail, and I didn’t admit the name. But, aback I came back, and I talked to my wife, who is my co-author, she says “You don’t apperceive who Tyra Banks is?” Aback I saw her picture, of course, I remembered, who she was. Aback I anticipation about that I talked to Tyra, and I said: “Would you be accommodating to be featured in our book as a startup alignment if I came out and helped you for the bigger allotment of a anniversary get things going?” And, she said, “All right, I’d adulation that.” And, she has, and it was a abundant experience.

Joe: Well, maybe some of my admirers don’t apperceive who Tyra Banks is.

Bill: Well, Tyra Banks is a supermodel, a allocution appearance host, a producer. She is a actual acknowledged The World’s Top Archetypal and an actress. Now, she is the CEO of a corrective aggregation alleged Tyra Beauty and rather than aloof put her name on a artefact like abounding celebrities do, she went out and went to Harvard Business Training for 3 years, not an MBA but she abstruse about business from the Harvard Business School of Training, and she is putting calm this aggregation that she wants to be her legacy.

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Joe: ‘Dream, Believe, Dare, Do’ that adage as you alarm it ‘The Disney Way,’ how was that adage put together? Was it article that Walt Disney absolutely did or was that allotment it article that you aloof created to adapt the approach?

Bill: Well, fable has it that he was already asked what his abstruse to success was, and he said he would dream of things that accept never been done before. He would analysis those dreams adjoin his behavior and values. He would cartel to booty the accident to accomplish those dreams appear accurate and after put plan skills, so those dreams do become a reality. ‘Dream, Believe, Dare, Do’ aback we started analytical the Disney Company, it all fit into place. Walt was actual accurate to his values. He did cartel to booty the risk. He was on the border of defalcation and abounding times and consistently came out of it. I accept from Walt’s afterlife in 1966 to 1984 aback Michael Eisner and Frank Wells came into change the sleeping behemothic of the company, for those years they absolutely didn’t dare. They had a lot of the dreams of Walt, and they still believed in their beliefs, but they didn’t cartel to booty the risk. Everybody stood about and said, “What would Walt do?”

Joe: There is a action to this isn’t there. Aback I use the Disney Way Acreage book, I’m array of attractive at agnate things that Toyota, the Toyota Way, I beggarly there’s a lot of similarities to success, is there not?

Bill: There is. I’ve accomplished Six Sigma, and I was in consulting for many, abounding years. I was accomplished by Dr. Deming for 1 year. We sponsored The Deming Institute aback I was at a ample consulting firm. My staff, and I were all accomplished by Dr. Deming and put on seminars with him and such and I would booty audience to see Disney, to see their absolute affection administration process. The bodies at Disney would acquaint me, they’d say “Well, we don’t accept a TQM action here.” I said “Yes, you do. You aloof don’t apperceive you accept it.”

Joe: Yeah, it’s so absorbing because it aloof a little bit altered way, and added of that is aloof the words that that are used, the appearance affair and the plussing. I see so abundant affinity and like I said, The Disney Way Acreage book could practically, okay, not to abase either book here, could be actual agnate to The Toyota Way acreage book.

Bill: It is. It is by all means.

Joe: I consistently anticipation that the Disney Way was the forerunner to Design Thinking, Lean Startup, the addition models of today. Is it, do you see that? Am activity bottomward the appropriate path?

Bill: Well, I do. I do, I beggarly the animation in concept, bodies allocution about apperception mapping now. I beggarly it’s, basically animation and such and the articulation of the customer. Walt’s cerebration about the chump and alive the customer, aggravating to break chump problems, aggravating to accomplish that chump experience, as appropriate as he could are all things that companies are appetite for today.

Joe: Let’s aloof go to that animation for a second. Everybody’s architecture chump adventure maps, and they’re accomplishing account blueprints, and they’re authoritative 3M a affluence on post-it notes, okay, in what they do. But, that storyboarding concept, that’s article that is engrained in cartooning and started aback with Walt aback aback he, how did that evolve, I assumption I’m asking. Did it alpha with Mickey?

Bill: Well, yeah, it absolutely did aback Walt started his animation flat aback in the ‘30s. The way that studios were aback then, they would accept these endless of assets about the studio, and you deride through them and bethink those books aback you were kids, you would deride through, and you’d see the characters absolutely move. Rather than do that, Walt had his artists with their sketches on boards and afraid these boards on the walls so that he could see the adventure unfold. They could allocution about the dialogue. They can move scenes around, and his cartoons had abundant added detail than the cartoons of his aeon at that time, so he had hundreds and bags of added assets and afore they would alpha the actual all-encompassing action of duke cartoon the bags of cells, he capital to accomplish abiding that storyline was actual and, hence, the chat storyboarding came into being. And then, the motion account industry and announcement industry best that all up. The aboriginal cine that was absolutely animation was ‘Gone with the Wind’.

Joe: Oh, that’s actual interesting. Did Walt booty that aforementioned abstraction afresh and afresh confused it into a business practice? And, to body Disneyland, let’s say.

Bill: In the backward ‘50s and ‘60s, aboriginal ‘60s he angry that into a analytic technique, area he would ask a accumulation of bodies about a botheration or affair and accept them all address their cards on one abstraction per card, put it up on a bank and move things around. I like to alarm this my abstraction mural because you see the account affectionate of disentangle and such.

Joe: Well, that’s, an abstraction landscape, that’s interesting. In my training at Disney, they consistently talked about accepting the headers right, and afresh acclimation and afresh affectionate of the dots on the cards. Can you aloof blow aloft that because I anticipate there’re so abounding similarities to the Chump Journey, and that’s such a big affair with UX and designers these days?

Bill: Aback you bandy out an abstraction to a group. One of the things we do with groups abounding times are ‘what are the barriers to accouterment Disney like account in your organization.’ That could be what we alarm the affair agenda in that, and afresh everybody starts autograph account bottomward on 5×7 or 3×5 cards, and the facilitator picks them up, shuffles them up and afresh they alpha announcement them on the board, and they alpha absorption them by like topics. Aback you get 3 or 4 in a cluster, afresh you ask the accumulation “What do you appetite to alarm that?” That becomes the attack card. So, at the end of this storyboard, you’ll accept maybe a dozen or so attack cards and all the barriers and hundreds of detail cards on ‘what are the barriers to accouterment service’. We do article abroad with the groups, and we accord them little dots, these adhesive dots, and we usually accord them 3 or 4 dots, red dots, to put on the attack cards on the affair that they feel is one of the bigger barriers and afresh dejected dots to put on the detail cards. In the amount of about an hour, you get a accumulation of bodies that absolutely focus in on what are the top 2 or 3 barriers that they charge to change in adjustment to alpha accouterment a added customer-centric ability for their organization.

Joe:  I anticipation that was some of the best training that I’ve anytime had. What do you anticipate one of those secrets in the Disney Way that makes that archetypal sustainable? And is it still evolving?

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Bill: Number 1, I think, one of the things that a lot of organizations don’t realize, and I attending at my own career in consulting over the accomplished 40 years, and I started with organizations accomplishing automated engineering, and anyone can appear in and accomplish a lot of improvements in an alignment and save money in a abbreviate aeon of time. But, that’s not acceptable if you don’t accept the able culture.

What I abstruse from Dr. Deming and from Disney, both, is that the ability needs to be right. I beggarly you charge to alpha dupe the people, and you alpha defective to put abundant teams together. One of the co-founders of Pixar, Ed Catmull, I aloof adulation what he tells us about teams. He said “You can accord a abundant abstraction to a characterless team, and they may spiral it up. But, if you can accord a characterless abstraction to a abundant team, they’ll about-face it into a abundant product.” Putting calm a ability area people’s account are valued, and they’re respected, and they’re trusted is one of the best important things, and aback bodies apperceive that they’re actuality trusted to do their work, they’ll acceleration to levels that abruptness alike themselves abounding times.

Joe: Putting those bodies aboriginal is the Disney Way? That Disney Way is absolutely accepting bodies complex the appropriate way? And, accretion on their excellence.

Bill: Exactly. And, absolution bodies apperceive that “Hey, we’re dupe you and to accord with chump problems in the best way you can.” I beggarly one of the things that absolutely afraid me aback I was interviewing some of the chump account bodies at Disney, that they had at their auctioning a bisected a actor dollars of tickets and banknote to break chump problems at their disposal. I said, “Well, do you accept some limit? I beggarly if you accord out a thousand dollars of tickets to somebody, do you accept to get that approved?” And, they said, “No. We accept to absolve it. We accept to certificate it. We have, and everything. Accomplish abiding that we’re not giving out tickets to our brother-in-law and sister-in-law and things like that.” But they assurance the bodies to accomplish the appropriate decision.

Joe: Well, one of the things that I anticipate about Walt Disney and I anticipate about Steve Jobs, some of the icons are accustomed with alive their customers. How did they advance that congenital ability and how did they transform that to an organization; acquirements about customers?  

Bill: I anticipate what the abstruse to both of those men and actual altered in abounding of their styles but I anticipate they were absorbed in analytic chump problems. I beggarly Steve Jobs didn’t go out and say “Gee, I appetite to accomplish a bigger Walkman.” He went on and said “Hey, I backpack about dozens of CDs and how can I get music? How can I break that problem?” Aforementioned affair with Walt Disney, he looked at action parks and said “Gee, these things are bedraggled and ugly, and parents don’t like activity to those. I appetite to put a abode calm area parents and kids are activity to accept a abundant time.”

Joe: I anticipate it’s so true. I bethink a account by Steve Jobs that I’ll apparently not get it absolutely right, but he said aback he was comparing Zune and some of the things Microsoft was doing, he said “Our bodies like music.” And, what he was, I anticipate what he meant by that is that they were complex in authoritative the abundant user acquaintance that they liked. That they’re aloof authoritative it like they would appetite it for themselves?

Bill: Appropriate and I anticipate the added affinity amid the 2 gentlemen is their adulation for the aesthetics, adulation for authoritative it attending acceptable and feel good. I beggarly allotment of the Apple acquaintance is aperture up your product. Aback you go to an Apple store, and you buy something, the agent will absolutely accord you the package. They’ll say “We appetite you to accessible it up. We appetite you to acquaintance the packaging and the joy of absolutely aperture it up.”

Joe: So accurate because aback you anticipate of Walt Disney or Disney Apple or Disneyland, you get off the train, and you airing in and the aboriginal affair you aroma if I bethink correctly, is like beginning broiled accolade somewhere. Isn’t that true?

Bill: Accolade and popcorn, yeah.

Joe: Yeah, yeah. I beggarly you, that acquaintance is appropriate there aback you aloof airing in, right?

Bill: Appropriate and everything. I beggarly Walt acclimated to accelerate a gentleman, John Hench, to the esplanade for one day, already a month, all day to attending for colors that didn’t work. So, I beggarly colors, smells, aggregate was important to the experience.

Joe: You’ve encapsulated so abundant in the Disney Way book, what has been article that you’ve taken from it? Why do you abide autograph that book? One, you apparently accomplish money on it, but I mean, but you accept to accept a affection for it.

Bill: Well, I anticipate that affection for this archetype is seeing some of these companies that are beneath acclaimed or aloof starting up or are absolutely aggravating to change their cultures. My co-author, my wife, and I accept absolutely enjoyed accomplishing it. We had enjoyed featuring an alignment which we’ve formed for, for 3 years, a government alignment that has aloof had outstanding results, Ottawa County, Michigan and they accept aloof absolutely accepted the Disney Way, they alarm it the Ottawa Way in their organization. And, third aspect that I capital to accommodate in this book is a cast new affiliate that we alarm ‘The Real Pixie Dust is Love’ and we talked about Walt’s affection for his customers, for his bodies and for his artefact and the fourth allotment of that affiliate is for himself because a being has to feel acceptable about what you’re doing, feel acceptable about themselves in adjustment for them to absolutely bear that world-class chump service.

Joe: I anticipate you said article that was absolutely different there that I don’t apprehend from a lot of people, and I’ve consistently affectionate of bidding an abstraction that you never become Lean, you never become a Lean aggregation until you stop calling it Lean, and you alarm it your own.

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Bill: Right.

Joe: And, you aloof said it’s not the Disney Way? It’s the Ottawa Way, and it jumped out at me.

Bill: Yup.

Joe: And, that, because that’s so important to embrace that because that’s aback it becomes a culture, right?

Bill: It does, it does. They charge to embrace it. They charge to; it needs to be theirs.

Joe: I attending at your website, and you’re aloof abiding from a speaking tour, I think, that you did to maybe advance the book. Are you still out giving speaking engagements?

Bill: Best definitely. We’re accomplishing speaking keynotes and alive with audience to advice them apparatus to become added customer-centric in their cultures.

Joe: Okay, well, what’s, is there annihilation you’d like to maybe add about the Disney Way that I didn’t ask and some abysmal abstruse that’s maybe not alike in a book?

Bill: Well, I anticipate you affected on it, Joe. That bodies charge to internalize this. I said, “You can’t archetype a ability that’s appropriate for Disney or the Four Season’s or Ottawa County.” You charge to ascertain a ability that’s appropriate for your alignment afresh accomplish it work, and there’s no added way of putting it. It’s adamantine assignment but the after-effects can be phenomenal.

Joe: Well, and I anticipate you hit that point, and that’s what everybody does. Aback I go from the business side, they’re consistently attractive for a arrangement to use that was addition else’s.

Bill: Right.

Joe: I’ve enjoyed this time actual much, Bill. What’s the best way for addition to acquaintance you and apprentice added about The Disney Way?

Bill: Sure, at our website, www.Capojac.com.

Joe: I animate everybody to booty a attending at The Disney Way. I can’t anticipate of a bigger way to absorb the weekend than account that book, okay.

Bill: Thanks, Joe. You’re actual kind.

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Joe: Acknowledgment again. This podcast will be accessible on the Business901 iTunes abundance and the Business901 website. So, acknowledgment anybody for abutting us.

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