03 | TRANSFORMING THE OPERATION

Building a More Resilient Service Model

DISNEY CRUISE LINE

THE CHALLENGE

A high-volume operational process relied on a single external service provider, creating a capacity bottleneck and a processing cycle of approximately three weeks.

I was brought into the role with a clear mandate: expand the vendor network and build a more scalable service model capable of supporting growing operational demand.

How do we remove a capacity constraint while improving the speed, flexibility, and quality of the operation?

THE STRATEGY

Over six months, I partnered with Procurement and Contracts & Negotiations to identify and onboard additional service providers, expanding the network from one provider to three.

I then led the operational implementation with my team—preparing and training frontline employees, establishing new workflows, and working closely with our vendor partners through launch and hypercare to quickly identify issues, adjust processes, and stabilize the new model.

THE IMPACT

The new model significantly increased operational throughput, enabling approximately three times the product volume to be processed within the same cycle window, accelerating the return of product to inventory while improving operational flexibility and supporting product quality.

~3× PRODUCT THROUGHPUT
Greater volume within the same cycle

1 → 3 PROVIDERS
Expanded vendor network

END-TO-END IMPLEMENTATION
Sourcing → launch → stabilization