The Hardwiring Magic methodology combines best operational practices with Disney-like experience methodologies. This is adaptable to various industries with the aim of forming a unique and cross-cutting internal culture across all areas and processes of a company, achieving greater efficiency and productivity while offering an excellent experience for employees and clients.
Walt Disney defines its organization as “the world where dreams come true,” due to “the magic” that surrounds it. Fundamentally, the added value lies within the company, as explained by former leaders of this global company who began applying their model in other companies in 15 countries and now bring it to Chile through the Addval consulting firm.
“Hardwiring Magic has two main focuses: Aptitude and Attitude,” explains Jorge Torres, one of the creators of the methodology. It is necessary to improve both the aptitude and attitude of employees in parallel, ensuring correct behavior during service delivery. This motivation is achieved when the employee’s personal purpose is connected with the organization’s objective.
“If you want to improve operations in any industry, it’s not enough to modify salaries or opt for benefits; it’s important to meticulously design a culture that is integrated, in which the entire team feels part of it, understands it, and makes sense of it. It’s not the magic that makes things happen, it’s how you work that makes magic,” added Torres.
Another key element is to improve the measurement of business indicators, not only focusing on “lagging indicators” such as productivity, turnover, management, or customer satisfaction, but also focusing on “future projection indicators” such as daily organizational climate, process confirmation compliance, percentage of trained employees, etc. From there, create a plan with real objectives and deadlines to improve organically.
“If an employee begins to see the fruit of their effort and purpose, and feels valued for it, they will have a motivation that translates into meaningful work and the formation of leaders within the group,” explains Jorge Ihnen, Consulting Area Leader Partner at Addval.
Likewise, the relationship with clients and partners will be favored, as a cohesive organization is reflected in proactive, personalized, and close work. “Magic happens when the customer’s perception is better than the expectation,” adds Ihnen.
Success stories include:
Viva Air: A Colombian airline where procedures and behaviors were aligned to improve the performance of 20 airports in 5 Latin American countries, achieving a 20% increase in productivity and a 40% reduction in employee turnover within one year of implementation.
Mount Sinai Hospital (USA): In two years, patient experience improved from the 15th to the 64th percentile, growing by 327% since 2019, compared to the industry average variation of only two points per year.
Corona (Chile): Implemented in five locations in Santiago and regions, achieving strong commitment from employees. Félix Crocco, the company’s Operations Assistant Manager, explained that “with this, we aim to have a real impact on how things are done, give meaning to why we are who we are, and make this resonate in contributing our bit with passion and commitment.”
According to Félix Crocco, Operations Assistant Manager at Corona, this change aims to foster the company’s culture, enhance continuous improvement, and operational sustainability in each of the store processes. “We want our teams to work with passion, feel represented by each of our values and purpose, and successfully convey an incredible experience to our customers.”
