Emmett Peter Director, Worldwide Safety and Assurance

Walt Disney Parks and ResortsMarch 27, 2007

Quality Assurance and Quality Engineering at Disney

In Attendance from Disney

Nat Doersam

Manager, Quality Assurance

Disneyland Resort

Rich Smolowitz

Manager, Quality Assurance

Walt Disney World Resort

Agenda • Disney and Space

• Our Community

• Disney’s Quality Culture– Quality Assurance

• Show• Operational• Ride

– Quality Engineering– Quality Audit

• Global Sourcing

Disney and Space Exploration

• Space travel and exploration was always a fascination for Walt Disney. Disney produced three space-themed television specials in the 1950s -- "Man in Space," "Man and the Moon" and "Mars and Beyond."

• The three specials included participation from leading space scientists including Dr. Wernher von Braun, Willy Ley and Heinz Haber.

Now, Walt Disney World Resort guests can take a trip to Mars aboard Mission: SPACE at Epcot. Guests experience a pulse-racing liftoff and

the sensations of traveling in outer space on an out-of-this-world mission to Mars.

Studio Entertainment Consumer Products

Media NetworksParks & Resorts

CompanyThe

Domestic Parks & Resorts

International Parks & Resorts

Over 200,000 ride mass

transit on a single day

4 Theme Parks, 2 Water Parks, 95 Attractions,

25,366 Rooms

Largest single site employer in the US

with over 58,000 employees

750 watercraft, 14.7 lane miles of elevated beam way

for 12 monorails & 260 buses

Similarities and Differences • Continuous focus on efficiencies and speed to market

• Managing risk

• Pressure surrounding a launch and launching an attraction

• Media scrutiny

• Keeping machinery running, and running, and running….

• Facing the many issues of safety and quality in the workplace

Disney and Safety

Safety is the cornerstone of our four keys to quality:

• Safety

• Courtesy

• Show

• Efficiency

Show QualityShow Quality

Show Quality - Subjective

SafetySafety

ReliabilityReliability

ShowShowQualityQuality

ObjectivObjectivee

SubjectiveSubjective

SRSR PIPI PSPS MGMG OIOI

Obj

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Integrated PlanningIntegrated PlanningAsset Mgmt Asset Mgmt

ProgramProgram

R&MR&M

Sample Map Outlining VPI Points

VPI Rating ScaleRating Definitions – Guest Perspective

ACategory is in good condition,

presenting good show.

BCategory is in fair condition,

requiring minor/planned attention.

CCategory is in poor condition,

requiring significant/immediate attention.

SAMPLE VPI CATEGORY SUMMARY

STRATEGY

CATEGORY A's B's C's C% Impact Cost

Worst Furniture 34 10 18 21% Med Low

Rails/Poles 49 18 17 20% Med Med

Custodial*** 45 30 15 17% High Low

Low Paint 57 29 11 13% High Med

High Paint 55 23 7 8% Med High

Props/Awnings 69 12 5 6% Low Low

Hardscape 71 19 4 5% Med High

Landscape 73 14 4 5% Med Med

Structural 90 5 3 3% Low High

Best Signs/Graphics 89 5 2 2% Med Med

Total 632 165 86

*** Custodial = Specialty Cleaning

Operational Excellence

6 Core

Operator Positions

GLO

BAL WD

W

8 Attraction

Classifications

11

Disney

Theme Parks

4

WDW

Theme Parks

265

Disney

Attractions

100

WDW

Attractions

3.3 Billion Worldwide

Guest Interactions

1.08 Billion WDW

Guest Interactions

Attractions Alignment

Greeter, Grouper, Load, Dispatch, Unload, Tower

Rotating, Dark, Flume, Coaster, Simulator,

Theatre, Watercraft, Walkthrough

Disney’s Wild About SafetyDisney’s Wild About Safety

http://disney.go.com/safety/

Safety Communication & Instruction

Ride Quality Assurance

Unusual Inspection

Space Entry

Quality Engineering

Procedure Development

MaintenanceMAXIMOJob Plans

MR

Maintenance

OGNDT

MAXIMOJob Plans

AttractionOperation

Testing&

Inspection

Systematic Training & Certification ProgramSystematic Training & Certification Program

RL PM Due Reports

Lightboard

Auditing

GET WHAT YOU WANT

(OUTPUT)

WHAT YOU WANT(INPUT)

TRAINING DELIVERY(CONVEYING EXPECTATIONS)

• OEO• OPERATIONAL AUDIT• REFRESHER TRAINING• TRAINER ACCOUNTABILITY

• MANUFACTURER’S REQUIREMENTS• OPERATING GUIDES• PRE-OPENING CHECKLISTS• FEDERAL/STATE REQUIREMENTS

• TRAINER SELECTION• TRAINING GUIDES/TRAINING TOOLS• TRAIN-THE-TRAINER SESSIONS• TRAINER DEVELOPMENT• OJT/TRAINING SESSIONS• UPDATE TRAINING

• KNOWLEDGE ASSESSMENTS• PERFORMANCE ASSESSMENTS• MANAGER REQUALIFICATIONS

SOURCE CONTENT(SETTING EXPECTATIONS)

ASSESSMENTS(EVALUATING UNDERSTANDING)

REINFORCEMENT (ENSURING CONSISTENT RESULTS & COMPLIANCE)

Audit Structure

Tier 3Global Peer

- Global Annual Audit

•Global Peers & Partners

•Compliance with ASTM F-24 & F-770

•Best Practices and Recommendations

Tier 1Business Unit

- Operations Local Program

- Maintenance Local Program

•Day to Day Sustainment

•All Levels of Cast Involved

• Measures Practice vs. Established Expectations

Tier 2Quality Assurance

- QA Oversight Program

•Compliance with ASTM F-24 & F-770

•Legislative Enforcement Interface

•Annual Certification of Compliance

Tier 4CSO Auditors

- CSO / Legal Directed Investigation

•Incident Based Observations

•Unannounced Audits of Operations, QA, & Maintenance

•Post Incident Investigation Coordination

Global Sourcing

SBL – Beijing ChinaHKDL Small World Ride Design and

Production

October 2006

SBL is located in Beijing

5th RING RD

3rd RING RD

4th RING RD

OFFICES

WELD SHOP

MACHINE & ASSYSHOPS

FRP & PAINTSHOPS

WAREHOUSING

CANTEEN

DORMS

OUTDOOR ASSYAREA, PAINT, & MOLD

STORAGE

OUTDOOR STAGING AREA

SBL – Beijing China

Summing Up….

Our Cast is our Greatest Asset

“You can dream, create, design and build themost wonderful place in the world but it requires

people to make the dream a reality!”

Walt Disney