Human Factors and Ergonomics at Disney: Helping to Develop the Disney Experience
Robert Allen, Ph.D., CPE, is a Human Factors & Ergonomics Specialist for Walt Disney Parks & Resorts, globally. His responsibilities include applying Human Factors and Ergonomic analyses to Guest and Cast Member safety issues, developing or updating internal Human Factors and Ergonomics standards, providing guidance to design engineers, and assisting with the application best practices throughout the Parks and Resorts environment. Bob has a Ph.D. in Human Factors and Cognitive Psychology from the University of Central Florida and a Certification in Ergonomics from the Board of Certification in Professional Ergonomics. Previous work environments included NAVAIR-Orlando, with a focus on Human-Computer Interaction and Usability as applied to the Simulation and Training environment and the Army Research Institute working in the area of Virtual Reality and Training.
Daniel Padilla, CPE, is a Principal Human Factors & Ergonomics Safety Manager for Walt Disney Parks & Resorts, with focus on Walt Disney World. His responsibilities include applying Human Factors & Ergonomics to Cast Member safety issues effecting the Entertainment, Animal Programs, and Attractions Lines of Business. Daniel partners with Bob Allen on many of the internal Human Factors and Ergonomics standards work. Daily duties includes working with Imagineers, leaders, Guest Service managers, design engineers, to provide a safe, comfortable, productive environment for Disney Cast Members. Daniel has a Master’s of Science in Human Factors and Systems Engineering from Embry-Riddle Aeronautical University and a Bachelor from Ohio University in Psychology/Pre-Physical Therapy. He also has a Certification in Ergonomics from the Board of Certification in Professional Ergonomics. Previous work environment was at Boeing Integrated Defense Systems in St. Louis, MO. as a Human Factors Engineer/Scientist on F/A-18, F-15, and proprietary programs.
Robert and Dan’s presentation: “Human Factors and Ergonomics at Disney: Helping to Develop the Disney Experience” will address how the fields of Human Factors and Ergonomics (HF&E) are applied within the Walt Disney Parks & Resorts environments. They will share some of the challenges they have as HF&E professionals working in such a unique and diverse setting. Examples from the Cast Member (worker) and Guest environments will be given with respect to accessibility, ride safety, character costume design, and workplace design.
Session 1: HSSE Plenary Session
Session Co-Chairs: L. Freund, USA, and W. Cellary, Poland
Plenary talk “Human Factors and Ergonomics at Disney: Helping to Develop the Disney Experience” by Robert Allen, and Daniel Padilla
Session 24: Smart, People-Centered Service Systems with Cognitive Assistants for All Occupations
Session Co-Chair: J. Spohrer, USA
Actually social innovation is becoming a real asset to compete in service systems ecology in order to co-create value respecting not only the well-being of the individual but also that one of a certain community.
The starting point of our session idea is that social innovation is recognized not only in the achievement of objectives that respond in an innovative way to social needs, but also in the use of processes that require social interaction between the 3 major components: policy makers, individuals and market. Here it becomes important to identify the basic features that every process of social innovation should have in order to promote processes of conscious support from the perspective of a smart governance.
By this means, the methodological framework of Service Science (Spohrer and Maglio, 2007) is based on the logic of innovation and collaboration between social systems. In this respect, opportunities for social innovation (in education, research, entrepreneurship and politics) depend mainly on the reconfiguration of the structural relationships and the dynamics of interaction between service systems closely influential on the development and welfare of the reference context.
That is why it becomes fundamental a shared orientation to social innovation: this is not only from the perspective of the service research community, but also and above all in terms of the real applicability to outline and implement actions to support the sustainable growth of socio-economic systems such as service systems in strong competition.
In this sense, there is a need of appropriate collaborative actions (Smart Governance) such as open source and open innovation, consistent with models of multilevel governance (Piciocchi et al., 2010) that support social innovation.
In short, our idea is to investigate on innovative solutions to social needs but with the synergic and systemic involvement of users/citizens or those who experience and express such needs and can share with the governance in order to co-participate in the processes of satisfaction. In other words, bottom-up governance processes represent a real option for creating a shared service system governance.
Session 47: Linking Hospital Design to Quality and Safety Outcomes
Session Co-Chairs: K. Johnson, USA, L. Mazur, USA
A growing body of literature suggests that there is a strong association between a hospital’s physical design and its key quality and safety outcomes. Healthcare industry is expected to spend over $250 billion on new construction in the next 10 years. This creates an opportunity for hospital planners to design and build safer and more effective facilities that enhance patient safety, improve the quality of care, increase workforce satisfaction, and reduce the cost of care. This session will focus on recent advancements in an era of evidence-based design (EBD) and ‘Lean’ thinking as means to empower architects, care professionals, and engineers during the design efforts.
Session 70: Advances in Quality and Safety in Healthcare
Session Co-Chairs: S. Elnahal, L. Mazur, and L. Marks, USA
Medicine continues to struggle to develop highly reliable systems that deliver value to every patient. This is particularly challenging in multidisciplinary care settings since practice involves a diverse group of providers, each performing mutually-dependent work, with multiple hand-offs. This session will focus on change management challenges faced by implementation leaders while undergoing implementations of quality/safety improvement programs.
Session 93: Integrating Health Services Engineering: A Multidimensional Approach
Session Co-Chairs: C. Brown, USA, D. Goel, USA
While leaders in health care now recognize the contributions that engineering can make in improving care delivery processes, patient safety, and quality, integration of the experts, tools and techniques into the work of health systems has not yet been fully achieved. This session describes a multidimensional approach to the infrastructure development that will be vital to optimization of systems engineering in health care organizations. Session participants will identify the roles of academic education, collaboration, and mutual learning in “real world” settings in creating true Integration.
Session 116: Linking Cognitive Workload to Performance during Human-Computer Interactions
Session Co-Chairs: P. Mosaly, USA, E. Comitz, USA, L. Mazur, USA
The application of human factors and ergonomics design principles to optimize cognitive workload and performance are steadily increasing and are recognized as quality tools to build safer systems. In the past decade, due to advancement in technology across many industries, many rapid implementations of new systems have been undertaken to provide continuous and better value to customers. This session will discuss the recent methodological developments is quantifying cognitive workload and performance to develop and build highly reliable Systems.
Session 139: Data-Driven Services in Omni-Channel Customer Relations
Session Co-Chairs: F. Bodendorf, Germany C. Zagel, Germany
Big data is currently becoming the backbone of nearly all marketing activities and retail services. By strategically analyzing big amounts of data it is possible to gain valuable information on users and consumers. This allows to efficiently steer and control a company’s strategic and operative marketing efforts. Optimized mixed media models reach the consumer in a time- and cost-efficient manner and increase the return on marketing investment not only in regards to traditional campaigns, but along the holistic omni-channel customer journey.
Session 162: Multi-sided Measurement of Service System
Session Chair: K.-S. Hidaka, Japan
The main interest of “System” research exists in the holistic behavior of the system. The system is measured it’s value by holistic view and designed to improve the several parameters of the system itself not to improve the parameters of some components which compose the system. On the other hand, in “Service System”, each components of the system are subjective actors (people, organization, etc.), so their parameters, that is, metrics for value of each component should be well understood and considered as the target of the design as well as the holistic metric of the system. We need the multi-sided metrics to pursuer Service System study. By this standing point, this session focuses the study on the Measurement of Service System. Especially, topics of multi-sided measurement would be very welcome. Both of practical and theoretical measurement study on any kind of Service System will be very welcome.
Session 185: Cross-Cultural Collaboration and its Challenges
Session Chair: C. Leitner, Austria
This session will explore the human factors that influence cross-cultural collaboration in complex public- and private-sector environments. We will illustrate approaches and present examples which highlight the impact of cultural dynamics on organizational structures and processes and discuss strategies for improving collaboration and cooperation among diverse stakeholders, particularly in technology-enabled environments. Academics and practitioners will provide input to this session from a theoretical and practical perspective.
Session 208: Evaluation of Services: Methods, Tools and Approaches to Enhance Quality and Operational Sustainability of Services
Session Chair: E. Lee, Norway, and W. Ganz, Germany
There has been a lot of research on service engineering and service design practices; however there has been little attention on how to evaluate services. Introducing methodologies, methods, tools, approaches that enable to evaluate services in appropriate manners will contribute enhancing not only quality of services but also operational sustainability of services.
Session 231: Centrality of Human-Side in Services: The Interface of Disruptive Technological Innovations and Consumer Face
Session Chair: U. Narain, India
In services, the primary mandate for disruptive technological innovations is to help the consumer receive service that is more efficient and effective. The phase of disruption – the period of transition when the human-side is still not prepared to understand the ramifications of service rendered, is often challenging. How this vulnerability should be handled so that it causes minimum inconvenience to human consumer, is the purpose of track. In this congruence, where does the equilibrium rest?
This track invites papers on the technology- customer interface but it is by no means restricted to it.
- On-Demand Services
- Biological inequality: Impact of high technological innovations in medical care (interventions like modification of human genome)
- Social Networks and Human Networks: Role of the Individual in Services
- Technology in Services: How to ensure the availability of the right service provider to the right customer, at the right time and place, with right equipment?
- The problem with services: High salaries and higher attrition cost
- Surge pricing tools & customer angst
- Massive Open On line Courses
- Surveillance and privacy issues for Individuals/Organizations/ Nations
Session 254: HSSE Planning Session
Session Chair: : L. Freund, USA, and W. Cellary, Poland