When I worked for the Walt Disney Company, we had a process for lost & found in the Magic Kingdom Park whereby at specific times each day Cast Members would bring any lost items to City Hall. This seemingly simple process required hundreds of Cast Members to remember this task several times every day. The impact of this process had profound implications on the magical experience.  I know, because as a 10-year-old child I left the Disney Golden Books I purchased on an attraction, only to be delighted when a City Hall Cast Member produced the small bag, one I thought I would never see again, the same evening it went missing. People wonder about the magic of Disney, yet it boils down to intentionality toward processes.

I recently recalled this simple process when my younger daughter’s stuffed bear, Chocolate, went missing after a flight. This bear had been with her for several years and was her good luck charm. I was determined to find Chocolate and knew he had to be in just a few locations. After filing a report with the airline carrier, the company periodically sent me status updates. When we returned from our trip, we stopped by our airport’s airline club and lost & found. Both indicated a bear had not been found. Another month went by, and the bear did not surface. The carrier advised the case was closed.

Soon thereafter, I was back at my hometown airline club, and I asked upon check-in if a bear was found. I knew it was a long shot, but to me (and my daughter), it was worth the ask. The agent I asked said no, yet another within distance perked up and asked what the bear looked like. A glimmer of hope emerged as I shared the details. She rummaged through the drawer behind her, moving employee purses, and below that pile was Chocolate! While I was elated to share the news with my daughter, I reflected on how many days had passed with purses being thrown on top of him. While seemingly insignificant, this bear meant something to someone.

Clearly the carrier had a process. I was told so. Yet, day after day, that process was neglected.  According to ISIXSIGMA, operational processes have three distinct benefits: meeting goals, higher quality product, and maximizing guest satisfaction (Operations Process Definition (isixsigma.com).  I can attest to these benefits as a consumer and an employee.  Having a process is only the first step. Properly training and holding employees accountable to it, fuel this elusive magic.  So, I ask, how many processes does your operation have in place that aren’t being followed? And how many people does that impact? Most importantly, does your company’s processes bring magic to others?