Does the right hand know the who, what, when, where, why, and how that the left hand is doing (and vice versa?) I wonder if any single person has access to Disney's project goals. Disney's a living machine, and it changes with the times. Wonder how high up customer satisfaction is on the totem pole? And, what do they define customer satisfaction as? Is it repeat visits, certain merchandise pushed, etc.? What drives the changes besides the immediate dollar. Disney spends with the long term in mind, so what's on "their" minds?