Using Agile Methods to Improve Theme Park Operations A case study at Gröna Lunds Tivoli
Publicerad
Författare
Typ
Examensarbete för masterexamen
Master's Thesis
Master's Thesis
Modellbyggare
Tidskriftstitel
ISSN
Volymtitel
Utgivare
Sammanfattning
In the theme park industry, part of the larger leisure industry, external driving
forces such as technology development and fluctuating guest preferences create a
fast-moving impact. This in combination with theme parks with an all-year-round
operational schedule set up a situation where the managers continuously proceed
with their long-term development work along with the everyday tasks related to the
daily operations. To move forward and act on the external driving forces theme
parks are suggested to have a high level of organizational agility (OA). The aim of
the study was to identify which methods that are possible to use in theme parks to
increase OA. By conducting a case study at the Swedish theme park Gröna Lund’s
Tivoli (GLT), the theory about OA mostly set in other industries could be translated
to the theme park industry’s characteristics. Based on the theory, a framework
was created to assess GLT’s level of OA which was conducted based on primary
data collected through interviews with park operations managers and analysis of
corporate documents. Interviews were held with the managers working in GLT’s
park operations. The assessed level of OA at GLT showed that their processes
and activities imply that the theme park work in an agile way but some aspects
have room for improvement. The results also revealed that all suggested methods
to increase OA had the potential to be used in theme parks, although customized
methods are proposed taking into account the industry’s characteristics. Due to the
identified room for improvement in some aspects of OA, the methods were evaluated
to increase these. Lastly, how to successfully implement these methods was also
examined in terms of GLT’s performance in suggested success factors. Through
comparing the result with secondary data from previous research key findings were
found. The first key finding is that the framework is possible to use when assessing
organizational agility in theme parks. Secondly, the findings also show that the
suggested methods are possible to use if they are customized and the use of them
has the potential to increase OA. Finally, successful implementation of them is done
by setting up a strategy for which approach to use and including strategies for how
to take advantage of the success factors. The suggested strategy for theme parks is
using a wave and spike approach. Concluding, these findings offer valuable guidance
for theme parks seeking to reach a higher level of OA in their park operations, thus,
also improving operational efficiency and guest satisfaction.
Beskrivning
Ämne/nyckelord
agile methods, organizational agility, implementation strategy, theme parks, service management, operations management, operational efficiency, guest satisfaction