Operations Management Strategy

Running Head: OPERATIONS MANAGEMENT STRATEGY
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Operations management strategy
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OPERATIONS MANAGEMENT STRATEGY 2
The Walt Disney organization
The Walt Disney Company is an American multinational mass media and entertainment
company with its headquarters at Walt Disney Studios, Burbank in California. In terms of
revenue, it is among the world’s largest media conglomerate which is independent. Its mission is
to be the world’s leading provider of information and entertainment services.
The business activities
Walt Disney organization engages in various activities to generate profit. It operates in
four business segments including studio entertainment, parks and resorts, Media Networks, and
consumer products and interactive media. The studio engagement segment acquires and produces
animated motion pictures and live-action, live stage plays, musical and video recordings. The
business activities of the media networks segment are broadcasting television networks, radio
networks, and television production and delivery operations (Poter, 2004 p.94). The park and
resort unit develops park concepts and attractions and resort properties. The consumer products
and interactive media publish games for comic books, magazines, mobile platforms, and books.
The company has cable networks which provide programming services which it sells to
television broadcasts and video-on-demand services subscription to generate revenues. It has
established a good marketing foundation to maximize its business exposure to the target market
(Jenkins & Williamson, 2015 p.67). It achieves its marketing plan by reaching sports fans in
more than sixty countries to deliver sports news, live streams, and information updates. It also
focuses on human resource tasks to conduct an interview, determine benefits it can offer and hire

OPERATIONS MANAGEMENT STRATEGY 3
applicants and to solve interpersonal conflicts in the course of business. This has enabled the
company to have a community of employees who balance value and productivity, support
innovation, reevaluate the organizations' values and make maximum use of its resources to
generate maximum profits (Hill & Hill, 2012 p. 503).
It also provides customer services to secure new clients and promote referrals. It achieves
this by providing individualized services responding to clients’ requests through their
subscriptions (Johnston, 2005 p. 1298). For example, it provides repetition to original series,
movie programming targeting kids, shows, comedy series, and animated programming. It also
connects with clients to offer solutions on faulty networks or programs and issues with bills.
The organization also engages in business activities to grow sales by reaching out
prospects to expand customer base while securing repeat sales and maintaining relationships with
existing clients. It focuses on matching customer needs with company solutions to create demand
in its services (Lowson, 2012 p.36). For instance, it has expanded its customer base to India by
establishing a general entertainment cable network for kids with hind language game shows,
series episodes, and clips.
The service delivery process
The company applies to lean six sigma quality management strategies in delivering its
services to eliminate defects, decrease costs, add value to customers, make data-driven decisions
and reduce variations (Belekoukias, Garza-Reyes, & Kumar, 2014 p.5346). Being an
entertainment service provider, the company uses lean strategies to analyze its service delivery
flow to minimize delays thus ensuring potential clients get up-to-date information and access
upcoming episodes through its channels. It also uses lean strategies to reduce complexities and

OPERATIONS MANAGEMENT STRATEGY 4
only deliver services it is able to manage and to locations, it can reach with its resources hence
reduce waste, excess costs and time (Balogun, Hailey, & Johnson, 2016 p. 123). It also uses lean
and six sigma strategies to solve problems in service delivery hence produce a return on
investment without investing more capital. It ensures each workforce is responsible for their
tasks, for example, the researchers, program designers, live streaming cameramen and those in
the studio deliver their services to their maximum ability.
It also applies the strategies to identify business services required by its business units.
The senior managers meet with marketing, service providers and other significant business units
to understand the competitive marketplace, and the specific services each unit will require to
deliver services and achieve organizational objectives (Hill & Hill, 2012 p. 611). It also uses the
strategies to identify key stakeholders and priority for its delivery services. Through the process,
they validate the key stakeholders, their responsibilities, list of delivery services and level of
service to be delivered. Through the process, they solve problems such as complex workforce
structure, relationship with stakeholders, and policies which may hinder service delivery.
The company also develops a list of service delivery required from each business activity
to set priorities in depending on consumer needs. The company workforce socializes with the
customers through service delivery. Through the process, they communicate and understand key
areas to improve, improve customer satisfaction, and support engagement. In the service delivery
process, the company fosters strong culture to align its employees with its principles,
methodology, interactions, and relationships with customers in service delivery (De Ruyter,
Wetzels, Lemmink, and Mattson, 2013 p.248).