The Spirited Sixth Sense ...

Jane Doe

Jane Doe

Well-Known Member
WDWFigment said:
Hate Twitter all you want (is it really so bad, or is it an easily pointed-to symptomatic element of society?), but one of the great things about social media is that it puts a spotlight on customer service complaints. Had I sent Frontier an email, I would have been blown off. By taking to Twitter, I received an instant (although in my opinion, awful) response. In that way, Twitter empowers consumers in a manner that no other social media network does. Is that not an upside of social media?

I'd never normally fly Frontier, but for this route, it made sense (taking my dad to the Grand Canyon and who knows where else). Normally, we fly a combo of United and Southwest/Airtran depending upon the destination--even though airline status means so much less now than it ever has. Still, flying United means getting put on ANA flights to Asia, which is pretty much the best airline I've ever flown. I have nothing but glowing things to say about both airlines.
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Facebook also works for getting instant responses from those companies that have wronged. A friend of mine had a justifiable complaint against Iberia Airlines and got fobbed off going through the official route of emailing, once he put it up on Facebook he got a reply within minutes.
 
WDWFigment

WDWFigment

Well-Known Member
flynnibus said:
The problem.. these companies staff 'social media' staff to quickly reply to things.. but if they aren't empowered to actually do anything of substance, it's just all a pretty face.
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That may be true much of the time, but often, they are empowered to correct situations--I know from experience. It all depends upon the company. Frontier, not so much.
 
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culturenthrills

culturenthrills

Well-Known Member
TalkingHead said:
I spent Saturday at IOA and would say the park felt crowded. Wait times weren't too astronomical. Ollivander's and Hulk were about 45 minutes, FJ and Spidey about 60. There were, however, big crowds to navigate as you walked around the park.

I will say that when we went to our 11:30 reservation at Mythos, there were already people waiting for a table and the restaurant was pretty full.

After riding Despicable Me first thing (60-80 min wait), we avoided USF. I'm betting things got much busier there in the afternoon with the Mardi Gras concert that evening.
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Unless the weather sucks there really are no dead weekends anymore at Universal. Not like there used to be before the boy wizard. It still amazes me how much the crowds have grown especially at IOA.
 
ford91exploder

ford91exploder

Resident Curmudgeon
yellowstone7123 said:
These are pretty good things to implement.

You should require the executives to make their own reservations including stay, dining and fast pass, so they can experience first hand the pain that an average guest experiences. Also, they have to play the part of a regular guest, no special treatment.

Asking executives for 1 week front line CM per month is probably too much, you should probably shoot for 2 weeks per year as a front line CM.
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Great points, On #12 P&R Executives 1 week per month, The rest 2 weeks per year. The biggest problem in AMERICAN business is the executive disconnect from their product, Supposedly this should make them "Philosopher King's" in reality it fosters a disconnect from reality. For example Boeing only started it's screwups when they moved corporate HQ from the plant in Everett to Chicago. There is much to be said for walking around a place and seeing whether it WORKS.

Just look at the CEO on undercover boss who owns a chain of high end resorts and he was HORRIFIED to find how they were operated and how the guests were not receiving the experience that his management team THOUGHT they were. Walt understood this which is why he forced his executives out into the studios and the parks all the time.
 
sshindel

sshindel

The Epcot Manifesto
jlsHouston said:
And what happens when this NextGen stuff becomes obsolete...or has to be upgraded because it's technology right? So the outlay to set it up and implement is one part of the cost, but what about keeping it current and updated?
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In theory, part of what would(should?) have been done with this entire effort would have been to try and ensure that the integrated systems were much better equipped to be upgraded/ported in the future. The old systems were likely designed many years ago, when most computer systems didn't try and think years in advance, they tried to solve the current problem at hand, with little foresight. It's part of why I'm guessing the spend here was so large and complex, integrating old systems together that were not built with the intention of ever being touched again.
The way large systems today are typically built, and I am fairly certain they took these steps, they try and put quite a bit of thought, and process, in place to ensure that the system is flexible enough to be upgraded, have pieces swapped out, etc in the future.
Of course, there is only so much you can do in this, as you never know what the future holds, but the guess here would be that the impact of updating the system they built now would be vastly smaller than the impact was when updating the previous system.
 
ford91exploder

ford91exploder

Resident Curmudgeon
danlb_2000 said:
"Groupthink is a psychological phenomenon that occurs within a group of people, in which the desire for harmony or conformity in the group results in an incorrect or deviant decision-making outcome. Group members try to minimize conflict and reach a consensus decision without critical evaluation of alternative ideas or viewpoints, and by isolating themselves from outside influences."

"harmony or conformity", "minimize conflict", "consensus decision without critical evaluation of alternative ideas or viewpoints", yeah that totally sounds like people on this message board. ;) ;) ;)
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Groupthing is difficult for me as I value my reputation as a curmudgeon, and with curmudgeons you have as many strongly held opinions as you do curmudgeons
 
ford91exploder

ford91exploder

Resident Curmudgeon
sshindel said:
In theory, part of what would(should?) have been done with this entire effort would have been to try and ensure that the integrated systems were much better equipped to be upgraded/ported in the future. The old systems were likely designed many years ago, when most computer systems didn't try and think years in advance, they tried to solve the current problem at hand, with little foresight. It's part of why I'm guessing the spend here was so large and complex, integrating old systems together that were not built with the intention of ever being touched again.
The way large systems today are typically built, and I am fairly certain they took these steps, they try and put quite a bit of thought, and process, in place to ensure that the system is flexible enough to be upgraded, have pieces swapped out, etc in the future.
Of course, there is only so much you can do in this, as you never know what the future holds, but the guess here would be that the impact of updating the system they built now would be vastly smaller than the impact was when updating the previous system.
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In reality what happened is a bunch of outsourcers were given slices of the project and the whole thing has no orthigonality, So what we have is arguably WORSE from a maintainability standpoint than the original systems.
 
sshindel

sshindel

The Epcot Manifesto
ford91exploder said:
In reality what happened is a bunch of outsourcers were given slices of the project and the whole thing has no orthigonality, So what we have is arguably WORSE from a maintainability standpoint than the original systems.
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Not really. Yes, I guarantee offshore resources were used for development, but those would have been integrated and managed by internal company employees and groups.
I know for a fact that they put a large data governance process in place across the entire project (I was at an industry seminar a few years ago and one of the lecturers pulled up a Disney NextGen slide to show the structure of their Governance process).
 
ford91exploder

ford91exploder

Resident Curmudgeon
sshindel said:
Not really. Yes, I guarantee offshore resources were used for development, but those would have been integrated and managed by internal company employees and groups.
I know for a fact that they put a large data governance process in place across the entire project (I was at an industry seminar a few years ago and one of the lecturers pulled up a Disney NextGen slide to show the structure of their Governance process).
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Not what I meant, Disney IT has related projects done by DIFFERENT contractors without visibility into the others projects. There is no inherent orthigonality in the resulting systems.
 
sshindel

sshindel

The Epcot Manifesto
ford91exploder said:
Not what I meant, Disney IT has related projects done by DIFFERENT contractors without visibility into the others projects. There is no inherent orthigonality in the resulting systems.
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I understood that. What I am saying is that it happens all the time. It is up to the people integrating the systems, which would be Disney IT at the end of the day, to ensure the integration points are correct and consistent.
 

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