Walt Disney Parks & Resorts uses analytics to enhance the guest experience and optimize operations. The company's goals include creativity, technology, and global expansion. Information management involves balancing people, processes, and technology. Analytics help improve revenue, costs, and workforce management. Forecasting workloads and scheduling shifts optimizes staffing while maintaining quality service. Big data sources and feedback loops power analytics to continuously improve operations and exceed guest expectations.

1. Walt Disney Parks & Resorts
Using Analytics To Create Guest Magic
Juan F. Gorricho

2. The Walt Disney Company

3. Our Company’s Goals
Walt Disney Company Walt Disney Parks & Resorts
• Creativity • Leading providers of family
• Technology travel and leisure
• Global expansion experiences
• Creating memories that will
last forever

4. Our “Pixie Dust” For Success in Information Management
People Process
Technology

5. Evolution of Information Management At Parks & Resorts
Early
Next Gen Maturity
Years
Total Total IT
Business Control
Control

6. Business Value Through Analytics
Business
Revenue Value

7. The Challenge…
Exceeding our guests expectations…
…while making magical connections to enable memories

8. Cast Members Create Magic
“Well you all give me
big old hugs, and I’ll
fly right up there and
give them to her”
Tinker Bell

9. Big Business Opportunity
80K+ 240K+
Cast Members paid every week Shifts scheduled every week
50%
of Parks & Resorts Operating Expenses

10. Business Value Through Analytics
Revenue
Business
Value
Operational Cost
The next frontier…

11. A Supply Chain View of Workforce Management
Plan Schedule Execute
Forecast Plan Schedule
Deploy Record Time
Workload Headcount Cast
How many cast How many Who is What and How many
needed? cast to be scheduled where do I hours were
When? hired and where? And work now? actually
Where? trained? when? worked?
Position?
Technology and Analytics

12. Workload Forecast
Consume Drivers Forecast Workload
20,000+ drivers 50+ million data points
40,000+ business rules
From 20+ days to 4 hours
Robust information infrastructure

13. Close The Loop – True Decision Support
Events take Events are
place observed
One way analytics is
not acceptable! Actions are
taken

14. Revenue Management Principles Are Applicable
Key Concept Revenue Management Workforce Management /
Operations
Segmentation Customer Segments Employee Segments
Forecasting Bookings Forecast Transaction forecasts, Hiring
forecasts, Absence forecasts
Optimization Optimized offers for Optimized staffing planning,
customers optimized schedules
Yield Management Yield managing rooms to fill Yield managing shifts to fill,
benefit cost through
utilization

15. What About Big Data?
1. It is all relative
2. So what?
Feedback loop
BI/DW/
OLTP Traditional BI Analytics
Ecosystem
Big Data
Sources
(OLTP,
non-OLTP)

16. Our “Pixie Dust” For Success in Information Management
People Process
Technology

17. Thank You
Juan F. Gorricho
juan.f.gorricho@disney.com
@jgorricho