OPERATIONAL QUALITY

MANAGEMENT
Table of Content:

Part A

1. Challenges faced by Disney

2. 3 critical difficulties to improve Disney company
3. 3 approaches to improve productivity.
4. 4 factors which contribute to the growth and expansion of visitor’s.

Part B

1. AOA network diagram

2. AON network diagram
3. Duration of completion of project
4. Slack time computation
5. Total paths and identification of critical path
6. Expected Monetary Value (EMV)
7. Total Quality Management (TQM) tools

Conclusion

References
Introduction:

Everyone can learn about Disney characters through character and comics books. Paste the
guests and guide them to the Mickey Mouse and Little Mermaid. Record Anaheim Park is
instantly successful. Quality management implies the determination to build quality by applying
quality planning with guarantee, quality policy, quality improvement and quality control. TQM
needs all stakeholders in the company to work together to improve Disney products, services,
culture and processes. This study helps on managing the quality of activities within the Disney
Water Theme Park Construction companies. Two parts are discussed below in which part A
deals with productivity and growth and part B deals with the entire development process of the
aquatic theme park using the AOA and AON diagrams.

PART A

1. 3 assessments issues to improve productivity at Disney Company

To praise the life of Walter Disney and to the talents the Walt Disney World is the best option,
the commitments and the loyalty of the whole organization made Walt dreams into reality,
Disney World come to distribute happiness and Joy to all who visit their place, a place where the
teenagers or of all ages can entertain and play together

Disney background theme song, "It's a Small World After All," promoted Disney, dark tunnels
and bumpy rides to fear the children a little but none of the terrors of the real world.

The three difficulties that was faced by the Disney World were the operational errors. Disney's
rules of serving no alcohol in their place, in a country where a glass of wine is served with Food.
Disney imagine that Monday would be a low day for visitors and Friday a heavy one and they
were allocated staff duties accordingly, but the reality is inverse. Another surprising thing was the
breakfast in the hotel. "They were informed that Europeans do not take breakfast and due to this
they narrow down the size of the restaurant and they thought everything will be managed properly
as assumed and planned, The capacity of customers in restaurant is almost 350 persons and the
actual customers who visited for breakfast exceeds 10 times which means the restaurant was badly
overloaded and it became difficult for the management to provide breakfast to all the customers
on the go, Every visitor wanted lunch at 12:30pm. Every member of Disney world is trying to
Control the situation by engaging customer in different activities and motivating them they could
get their food at around 2.00 pm."
The other problem that was faced by Disney world is the Europeans do not stay in the amusement
park according to Disney expectations Disney managed to visit 9 million visitors through the
theme park doors in time and most visitors stayed 1 or 2 days. this maximum number of Europeans
seems to see the theme parks as a destination for excursions. Although the theme park was a big
shock to Disney, it was not seen as a destination for long holidays. For this reason, Disney has
invested billions in the structuring of luxury hotels, theme parks and other hotels, where daily
tracks are not necessary and usually almost empty. To create worse problems, French does not
appear in the expected numbers. In addition, about 40% of the visits to the theme park in 1994
were French. Zhang et al. (2019) A mixed manager observed that many visitors were Americans
living in Europe and were foreigners to the Japanese during their holidays in Europe. Therefore,
at the end of 1994, Euro-Disneyland had accumulated losses of about $ 2 billion.

2.

As Disney is one of the largest company it’s not difficult for them to resolve their operational
issues but due to the strike of farmers against government affected the sales of Disney a lot.

The expected visit of customer’s decrease by 12percent due to lack of space. At Walt Disney, the
culture and policies play a big role. The art of managing cross cultural customers is very important
and difficult role which can help in supporting and building the desired organizational culture. HR
Policies helped Disney in regulating their intellectual rights both internally and externally.

Labor cost control increases in costs due to pension, post-retirement medical and other health and
welfare relief which reduce the profit of Walt Disney due to huge work force approx. around 1.5
lack employees

Disney world should not make decision on the basis of rumors they must make proper strategy
before taking any step because any single decision without proper planning and strategy can lead
to great loss which can also destroy the value and efforts of companies which was done in decades.,

One of the three approach is the need to change perception regarding breakfast which they took
without understanding the culture tradition and taste of their customers which affected their sales
a lot. In their culture it is most pleasant time to have breakfast. In servicing Disney, one has to
solve the general misconceptions about French culture in legal aspects and lifestyles. Top
management has made erroneous assumptions that lead to incorrect decisions about
administration. In addition, French traditions and habits have not been accepted in the account. For
example, breakfast at the amusement park has not been served, rather than in French cultures,
which have been the most vital times of the day. Alcoholic beverages were not allowed in the
theme park, but the French used to always carry wine glasses while they had a main course.

When it comes to Europeans who are interested in Disney's expectations, it is considered a

privilege in which the European entertainment culture is American. Therefore, the lack of proper
allocation of personnel and resources due to spy days was not the same as Disneyland in the United
States. This resulted in a lack of staff during the full day, as well as a surplus of staff on vacancy.
This affects profitability and efficiency if the theme park is adversely affected. Disney assumes
that Europeans go to the theme park with their own means of transport. Therefore, Disney has built
several parking spaces that are mostly empty. This was because the parking spaces were not too
large for other vehicles, such as the most commonly used buses to access the theme park.

3.

The aim of Disneyland Paris is to uplift the number of customers to gain the sales target and to
complete the overall goals of entire Disney world. In May 1992, magazine name entertainment
was reported that about 27% of Disney employees which is approximately 2,500 men and women
had left their jobs due to non-acceptance of working environment. It was also reported that the
park's attendance was far behind the workforce that manage the daily operations of Disney land,
in which the company's president, in reply of the financial situation, Fitzpatrick issued the order
that the Disney-MGM Studios Europe project would be put on hold until a further decision could
be made. Regardless of these efforts, in May 1992 daily park visitors was around 25,000
alternatively of the prediction 60,000. Walt Disney Studio Park which was built in quick attempt
to increase the attendance, Absence of quality attractions and poor ambience since opening. It was
also reported as the Disney's smallest and less number of visitor’s visited park. Efforts were made
to change and improve the park include the modifications of several new attractions, Latest themed
land toy story play land and re-theming of other areas. One of the latest and new
attractions, Crush’s coaster was also in criticism because of its long queues, everyone has to wait
up to 2 hours even on non-crowded days, due to its maximum customers and being not capable of
handling riders at a fast rate. Almost 1 hour right before the official opening time of the park,
guests are able to enter the park to wait in line for the ride, which hasn't been done before in any
other Disney ride. Members also tried to apply a Fast queue in the ride which proved to be more
Flop Idea.
Disney management tried to increase the number of attendance to get high revenue and for this
they tried different new plans and ideas to excel in the business but due to lack of strategies these
ideas didn’t helped them a lot and they failed. In Paris the visitors exceed in the queue of breakfast
and play land but the management badly failed to provide services to the visitors and in the results
they lost their current customers by 12 % which is a huge loss.
 PART B

1. AOA network Diagram

D5
B2 F2

C5
A4 E6

K18

I13
H12
L4 G9

J21

M7 P2
R1
N6 Q2
O4
2. Aon Network Diagram

G=9
F=2
B=2 D=5 H=12

I=13
A=4

C=5 K=18
E=6

J=21

O=4
R=1
M=7
N=6
L4
Q=2 P=2

From the above diagram, it is easy to understand AON network than AOA network,
AON is usually easy and similar to AOA network excluding each activity is denoted as a
node. In the above diagram activity, A to Q is denoted as separate node. AON network
has a start and an end node.
The project duration for the Disney water theme park calculated total of 104 days. If
project start on first of May, it should complete on 12 August Monday. Time period
calculated using AON network results that the project should be finished till 5th August
after inspection, some of the activities will execute on the same days, so the time
completion of project is little reducing and avoid delays unless any mishap, weather
condition. Aon network diagram is used to analyze the project duration and timely
completion of the project. Through this diagram it alert that some activities cannot
tolerate any delay and should be complete on time to avoid the late completion of the
project.

3.

The project will start on May 1st from activity A which took 4 days to complete to further
proceed to B, after B which precedence to C, D and E, these activities should be
complete on time to avoid any delay, activity B is the precedence of the C, D, E and it
start from 5th of May till 22st May, then activity F will start on 23nd May and will ends on
May 24th May, 25th May is the date of executing G which process till June 2nd, activity H
will start on 3rd June and ends on 14th June, then activity I will start on 15th June and
ends on July 27th June, then activity J and K will only start at the same time and it
should be ends on 18th July , activity L will start on 19th July and ends on 22rd July, M on
23th July and will end on 29Th July, 30th July activity N start and will ends on 4th August.
Activity O and P will start on 20th August and will end on 23rd August, activity Q will start
on 5th August and end 6th August, last activity R will start on 7th August and end on the
same day as it is the only one to complete. So the time duration for this project is 99
days and it should be completed on 7th August is the final date to complete the project.
4.
ES Dur. EF

LS LF

0 4 4 4 2 6 6 5 11
A B C
2 6 6 8 8 13

11 5 16 16 6 22
D E
13 18 18 24

22 2 24 24 9 33 33 12 45
F G H
24 26 26 35 35 47

45 13 58 58 21 79 58 18 76
I J K
47 60 60 81 63 81

79 4 83 83 7 90 90 6 96
L M N
81 85 85 92 92 98

96 4 100 96 2 98 100 2 102

O P Q
98 102 98 100 100 102

102 1 103
R
102 103
The slack time is the indicator of the available time between each activity. It is
calculating by differentiating estimated start time, early finish time, late start and late
finish. The main objective of computing slack time is to indicate that which path can
have available time to avoid delay the completion of project. The following is identified
to avoid any affect from the above table. A, C, D, G, I, K, N The planning of these
activities can be modified without affecting the planning of the project. Total slack time
as computed in the above tables can be of 7 days.

5.

AOA and AON diagrams can help in finding the total path and critical path for this theme
park project. The total path shows all possible paths to complete the project. Based on
the identified paths, it is possible to recognize the critical path that takes the least time
to complete the project. The following possible paths have been identified in the
amusement park construction project. There are 12 possible path identified below:

A-B-C-F-G-H-I-K-LM--N-P-Q
A-B-D-F-G-H-I-K-L-M-N-P-Q
A-B-E-F-G-H-I-K-L-M-N-P-Q
A-B-C-F-G-H-J-K-L-M-N-P-Q
A-B-D-F-G-H-J-K-L-M-N-P-Q
A-B-E-F-G-H-J-K-L-M-N-P-Q
A-B-C-F-G-H-I-K-L-M-N-P-Q
A-B-D-F-G-H-I-K-L-M-N-P-Q
A-B-E-F-G-H-I-K-L-M-N-P-Q
A-B-C-F-G-H-J-K-L-M-N-P-Q
A-B-D-F-G-H-J-K-L-M-N-P-Q
A-B-E-F-G-H-J-K-L-M-N-P-Q

Critical Path:
Each of the possible ways in this project has a different duration. Analysis of each path showed
that the path A-B-D-F-G-H-I-K-M-L-N-P-Q lasts at least 103 days. Therefore, this path can be
considered as a critical path.
6.

Probability Fixed Quantity Variable Total Cost

Cost ($) Cost ($) ($)

0.3 45000 + 200,000 * 0.55 = 155,000

Low Tech 0.4 45,000 + 200,000 * 0.50 = 145,000

0.3 45,000 + 200,000 * 0.45 = 135,000

0.7 65,000 + 200,000 * 0.45 = 155,000

Sub Contract 0.2 65,000 + 200,000 * 0.40 = 145,000

0.1 65,000 + 200,000 * 0.35 = 135,000

0.9 75,000 + 200,000 * 0.40 = 155,000

High Tech 0.1 75,000 + 200,000 * 0.35 = 145,000

EMV (Low-Tech) = 0.3($155,000) + 0.4($145,000) + 0.3 ($135,000) = $144,000

EMV (Sub- Contract) = 0.7($155,000) + 0.2($145,000) + 0.1 ($135,000) = $151,000

EMV (High Tech) = 0.9 ($155,000) + 0.1 ($145,000) = $154,000

So after the above calculation process the expected monetary value is different for different
level, high Tech has the highest amount, so we should have to avoid the high tech to reduce the
expensive and save more money, as per calculation the EMV for Low Tech is suitable for this
project, low probability caused low amount to be expense on the project.
7.

The main objective of the Total Quality Management (TQM) is to narrow down the occurrence
of error within the manufacturing or service processes. By using this, it entertains the
companies to be effectively update equipment and to fully train employees, and the return
result is the customer satisfaction, but companies cannot utilize the TQM without using the
correct tools.

A) Plan Quality

B) Perform Quality Assurance

C) Perform Quality Control

Plan Quality: Considering the above project the product that need to design the swimming
pool a new series of wiring and electrical facilities need to be install in a very high quality
because it doesn’t care about the quality of wiring it harms the big damage. So to plan the
quality of the product need to install in the pool should be inspected by the quality assurance
team and then send for the approval of budget to finance department.

Plan quality identifies the quality need for both the project and the product and documenting
how the project can show it is meeting the quality requirement because the output of this
process include a Quality management plan, metrics, checklists and improvement plan process.
It doesn’t matter the company start the project in the current year or could wait for a year
without no action performed. When designing the product, the quality of the product is the
first step need to consider in the project quality management.

The swimming pool design should be more convenient and it should be properly design the
space, height, width for all ages to make sure all can utilize and entertain themselves according
to their requirements. Due to prepare the design of wiring and facilities, the first need to kept
in mind that the wiring should be fully protected under the walls. So, initial stage of project is to
ensure the quality measurements and budget that need to accomplish the quality product.
Electrical facilities and wiring is a critical task in the entire project, which can in the very
protective environment otherwise it can cause the big destruction in the near future. So,
planning the quality assurance is must before the execution of the project.
Perform Quality Assurance:

The activities and management processes that are performed to make sure that the services
delivering on ongoing project are at the required level. This process is to focus on the
improvement and development of the product or delivery of the services. To consider quality
assurance in the pool project of Switches Inc. the quality assurance must need to perform
before it starts operations. This is the big risk which need to be handle very professionally
because it can destroy the whole project because of little negligence or regression of any
irrelevant or low quality product if use in this project.

They should keep in mind that the product design should be covered all the aspects of the
company’s requirements and ensure it should be completed in the specified time with high
quality result. Quality assurance consists of different tools and techniques and it is the basis of
key quality assurance.

- Cost-benefit Analysis
- Cost of Quality (COQ)
- Control Charts
- Benchmarking
- Design of Experiments
- Statistical Sampling
- Flow Charting
- Histogram
- Pareto Chart
- Run Chart
- Scatter Diagram
- Inspection

These quality assurance tools can also help in determining the various aspects of the project to
complete the project. All tool helps the project in some part to accomplish the project
requirement on the specified duration. It eases to understand the path of the project how to
start and where to start the project. The step by step instructions make more convenient for
the project team from the top management to the bottom workforce.

All these tools also help in allocating the budget of the project so, it can easily estimate the cost
of the project and to maintain the financial budget of the company. With the help of diagram
and flow chat it helps us to easily review the project details and to get update about the
project.
Perform Quality Control:

Quality assurance and quality control have most similar tools to meet the project requirements.
It is sometime confused each other. The key element which differentiate the quality control
from the quality assurance is the performance of the product to make sure help the product
meets the quality standards. Quality control department is the department which audit the
product that need to verify that the product whether meet the required quality standard or it
need to modify and make more improvement in the project. In this project of swimming pool
these tools are frequently be used to maintain the pool water more clean, clear, fresh and are
fulfilling the space under the capacity estimated at the time of designing the project. The use of
wiring should be more crucial part, the quality of the wires and the fitting part of the wires
should be cover in a very high prospects. The wiring is use for the machine ensure the
movement of water to make them clean and avoid to stop. Rotating of water helps to remain
the pool clean.

In this case, after the completion of project the maintenance of the quality standard is the
challenging task for the work force to meet the standard of the country policies, if one should
invest internationally they should keep in mind that the rules and policies of the company will
be implement by the origin country and it need to follow the quality standard and management
tools to easily understand the working condition of the target country.

Customer satisfaction is the key element of a project quality. It should keep in mind that quality
management comprises of both with the product of the project and the management of the
project. If the customer didn’t satisfy with the product the company will never meet the
expectations and in result company have to bear loss from the project.

Conclusion:

The article concludes that the management of a large construction project includes a series of
critical activities, such as identifying problems, strategies to increase productivity and attract
customers, preparing a project schedule, etc. The study revealed the difficulties Disney faces in
raising its productivity as part of a new theme park project. To solve various problems such as
lack of capacity, it is recommended to attract visitors to various marketing strategies. A
company should consider marketing in social networks, contacting local communities and
developers of theme parks to attract visitors. At the same time, the document estimated the
duration of the project, which is 87 days, critical path needed to complete the project during
that period.
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