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S2 E17 - The Magic Behind the Line: Lean Thinking at Disney (Part 2)
In this Part 2 conversation, we go deeper into how Disney applies Lean thinking across the park — often in ways guests never consciously notice.
We unpack:
How Disney designs queues to create flow and reduce the feeling of waiting
Mistake proofing and layered safety systems beyond the obvious ride checks
How vertical space, theming, and atmosphere shape the “experience before the experience”
Cast member empowerment, service recovery, and magical moments
How the Disney app quietly load-levels guests, reduces friction, and reshapes park flow
What healthcare, manufacturing, and service organizations can learn from Disney’s approach
If you enjoy spotting Lean in the Wild, this episode is packed with real-world examples you can apply well beyond the parks.
🎢 Buckle up, check the yellow strap, and let’s keep waging war on bad process.
00:00 – Intro & Why Part 2
Why the Disney conversation deserved another round
02:30 – Queue Design & “The Experience Before the Experience”
How Disney makes waiting feel like part of the attraction
07:45 – Vertical Queues & Using Space Differently
What other industries can learn from Disney’s use of vertical space
13:40 – Healthcare & Waiting Room Design
Applying queue thinking beyond theme parks
18:45 – Mistake Proofing 101 (Jidoka & Poka-Yoke)
Soft vs. hard error proofing explained
24:30 – Ride Safety & Layered Error Proofing
Why Disney builds redundancy into safety systems
31:10 – Food Allergies & Operational Safeguards
Error proofing that protects guests without slowing flow
37:45 – Trash Cans, Cleanliness & Hidden Safety Systems
Why cleanliness is also a safety strategy
43:50 – Load Leveling & Cast Member Flexibility
How Disney staffs dynamically as crowds change
50:20 – Standard Work & Shift Handoffs
What those quiet paper handoffs might really represent
55:40 – Empowerment & Service Recovery
Magical moments, autonomy, and long-term loyalty
1:03:10 – The Disney App & Flow Through Technology
Wait times, mobile ordering, photos, and guest self-service
1:12:30 – Continuous Improvement in the Parks
How Disney keeps evolving without losing its core experience
1:18:30 – Lightning Round & Closing Thoughts
Lean sensei Walt Disney, transformation, and what’s next
#ImprovementNerdsPodcast
#LeanInTheWild
#ContinuousImprovement
#ProcessImprovement
#LeanThinking
#DisneyOperations
#QueueDesign
#MistakeProofing
#CustomerExperience
#ServiceDesign
#OperationalExcellence
#LeanLeadership
#Flow
#DisneyNerds
#WagingWarOnBadProcess
#BehindTheMagic
View all episodes
By thegreendotconsultinggroup
5
1212 ratings
In this Part 2 conversation, we go deeper into how Disney applies Lean thinking across the park — often in ways guests never consciously notice.
We unpack:
How Disney designs queues to create flow and reduce the feeling of waiting
Mistake proofing and layered safety systems beyond the obvious ride checks
How vertical space, theming, and atmosphere shape the “experience before the experience”
Cast member empowerment, service recovery, and magical moments
How the Disney app quietly load-levels guests, reduces friction, and reshapes park flow
What healthcare, manufacturing, and service organizations can learn from Disney’s approach
If you enjoy spotting Lean in the Wild, this episode is packed with real-world examples you can apply well beyond the parks.
🎢 Buckle up, check the yellow strap, and let’s keep waging war on bad process.
00:00 – Intro & Why Part 2
Why the Disney conversation deserved another round
02:30 – Queue Design & “The Experience Before the Experience”
How Disney makes waiting feel like part of the attraction
07:45 – Vertical Queues & Using Space Differently
What other industries can learn from Disney’s use of vertical space
13:40 – Healthcare & Waiting Room Design
Applying queue thinking beyond theme parks
18:45 – Mistake Proofing 101 (Jidoka & Poka-Yoke)
Soft vs. hard error proofing explained
24:30 – Ride Safety & Layered Error Proofing
Why Disney builds redundancy into safety systems
31:10 – Food Allergies & Operational Safeguards
Error proofing that protects guests without slowing flow
37:45 – Trash Cans, Cleanliness & Hidden Safety Systems
Why cleanliness is also a safety strategy
43:50 – Load Leveling & Cast Member Flexibility
How Disney staffs dynamically as crowds change
50:20 – Standard Work & Shift Handoffs
What those quiet paper handoffs might really represent
55:40 – Empowerment & Service Recovery
Magical moments, autonomy, and long-term loyalty
1:03:10 – The Disney App & Flow Through Technology
Wait times, mobile ordering, photos, and guest self-service
1:12:30 – Continuous Improvement in the Parks
How Disney keeps evolving without losing its core experience
1:18:30 – Lightning Round & Closing Thoughts
Lean sensei Walt Disney, transformation, and what’s next
#ImprovementNerdsPodcast
#LeanInTheWild
#ContinuousImprovement
#ProcessImprovement
#LeanThinking
#DisneyOperations
#QueueDesign
#MistakeProofing
#CustomerExperience
#ServiceDesign
#OperationalExcellence
#LeanLeadership
#Flow
#DisneyNerds
#WagingWarOnBadProcess
#BehindTheMagic