How does Disney, known for its “miracle hospitality” and “moving service”, make its employees always bring happiness to its customers? In fact, 90% of the employees working at Disney are ordinary students, housewives, or temporary workers. Almost half of the employees are replaced every year, so they are adopted in large quantities every year, and the salary is not very high.

It is the power of Disney’s unique “instruction manual” and “mechanism” that allows any employee to provide services that satisfy customers and realize the concept of “Give Happiness”. The “instruction manual” seems to give people the impression that the service has become rigid and unacceptable. But Disney’s unique “instruction manual” is just the opposite. It can penetrate the company’s philosophy in the organizational structure and maximize the activation of the organizational structure, allowing any employee to actively provide services that move customers. The use of this guidebook is not limited to the service industry, any organizational structure can be applied.

The author is an employee who used to work for Disney Japan Authorization Company (Oriental Land Co., Ltd.) for nearly 20 years. He has experienced many Disney project development and management work, and then is responsible for the company’s business planning and talent education. The author combines these work experiences to explain how to introduce Disney’s unique “instruction manual” mechanism into any organization through this book