M107: Be Our Guests: The Magic of Service & Resilience

  • Room: Grand E
  • Session Number:M107
Monday, July 18, 2022: 10:30 AM - 11:45 AM
Speaker
Cherish Johnson
CFO
Nuclear Regulatory Commission
Speaker
Donna Sandoval CGFM, CISA, CISM
Controller
City of Albuquerque
Speaker
Jeffrey Pullen PMP
Associate Director, Financial Systems
U.S. Department of Justice
Moderator
Reed Waller
Financial Systems Analyst
Fiscal Service, FM Quality Service Management Office

Description

Apply lessons from the most magical places on Earth to FM. Disney's business model blends customer service, employee engagement and leadership for success and resilience in crisis. Learn how finance managers have applied these principles throughout the last few challenging years. Bring your ears!

Key Take-aways

Key Takeaways:
• Disney’s business excellence model can apply to accountability and transparency professionals when we translate the magical guest experience of theme parks into customer and stakeholder experience in government.
• Agencies successfully rebounded from the realities of a remote workplace through best practices in management that led to resiliency and serve as models of excellence today.

Learning Objectives

Review Disney's business excellence model of employee engagement & empowerment, customer experience, and visionary leadership fueled by feedback, information sharing and innovation. Connect these prinicples with service-oriented FM that serves stakeholders. Examine examples of deploying and maintaining major systems, operating major grant programs, and developing the workforce.