Is Jim Lewis doing a good job at DVC?

[McCrae]

I think the question should be is DVC as a whole doing a good job?
I say this because when something goes wrong within a company everyone points the finger at the President but in reality it's the depts within the company that are to blame,such as the Operational Team, Finance, IT etc... I for one know when stuff happens at my company no one is waiting for the big boss to do anything, but my co workers and other are all scrambling to fix and make things work.. same thing with DVC..

I would argue that the problems are so obvious that Jim Lewis should be held accountable. Either he doesn't know what the issues are or he doesn't care.
If all the DVC structures were set up correctly I would have some sympathy with your comments. Jim Lewis role is to make sure the big picture items are going well, and get others to implement his policy.
I dont see too many implementation problems... its the policies that are bad.
Why didnt DVC consult with members before cutting the valet parking?

 

[disneynutz]

Here are some random thoughts and information:

As I have posted on other threads, 95% of Jim's attention goes towards sales and bringing revenue to the company, not to MS and Member Satisfaction.

If a policy change saves money, they will implement it. Transfers and wait lists took to long to process, caused increased mistakes and the MS computer system isn't programed to handle them correctly. The fix was to limit transfers to one per year and wait lists to two. These changes saved Disney money and let them reduce the number of Advisers. It doesn't reduce the money that members are paying for MS.

It cheaper for the DVC to outsource all resort functions. We will never see a stand alone DVC resort with all of the amenities of a Disney resort. The days of SSR and OKW are gone.

The DVC IT group is a outside vendor. About a year and a half ago, their vendor went bankrupt and disappeared. It took awhile for the new vendor to get on board. Disney charges the DVC to access the ADR and on line check in system. The reason that DVC wanted to access these systems is because it will save them money and let them reduce the number of MS Advisers and Front Desk CM's. It wasn't done to benefit the members.

The reason that we got Concierge at Jambo House is because DVC took over the rooms on that floor, not because the DVC wanted to be nice. Paying extra points for Concierge doesn't make the DVC any money. If it did, the entire 5th and 6th floors would be DVC Concierge. The reason that DVD built at Jambo House is because AKL always had empty rooms so DVD got the real estate real cheap.

Bottom line is there is a reason for everything that Disney/DVD/DVC does and most of them isn't to enhance the member experience, it's to benefit Disney.

If you know that going in and the DVC saves you money then owning makes good sense. Just expect the same type of things to continue as long as Lewis is running things.

 

[zev]

I can't say one way or another how good JL has been but from what I have seen I am fine with someone else. Can't stand the $95 charge, and I just don't see JL having a long term vision for member satisfaction. I could be wrong and maybe he does have a long term plan that would justify keeping him in the position longer.
From what I have seen he is not playing the visionary role. That seems to be coming from other places. Yes I think JL is just a company role player and even he is looking to play a different part. I do not get the sense that deep down that he WANTs to be the DVC pres for an extended period of time anyway.( Always more to this) Don't think he has found the Disney Dream Job. It seems like a stepping stone position for him and that is fine.
I am not going to knock the guy for being sales oriented; it’s a major influence in any organization. However, a quality product will sell itself and keep demand high. DVC that translates to Happy Members!! So any current or future pres is just dumb not to take member satisfaction into consideration in the decision process, and should do something else. So is JL "in touch" with the DVC membership..... Guess he needs to respond to that question himself............I'm waiting JL......... but can't wait too much longer............

 

[Tigger031266]

Nope not at all.

 

[jodifla]

Jim Lewis has been a disaster for member satisfaction. But he's good at bringing in short term revenue.

One day, they'll be a tipping point for DVC. When all those potential DVC members start logging on and looking through the Internet, and start seeing all the disgruntled current members, DVC will start losing sales.

 

[disneynutz]

Jim Lewis has been a disaster for member satisfaction. But he's good at bringing in short term revenue.

One day, they'll be a tipping point for DVC. When all those potential DVC members start logging on and looking through the Internet, and start seeing all the disgruntled current members, DVC will start losing sales.

Not likely. For every person who reads these boards or researches on the internet, 100s could care less and will still buy. With 62 million visitors a year, they have plenty of potential buyers. Disney does a good job of marketing, at WDW the DVC presence is everywhere. They paint a wonderful picture of ownership and tell you all of the reasons why you need to buy today. They also have a policy of "if not asked, don't tell". You have so much info coming at you, most who buy, have no idea what the details are, but you feel great because "you belong" and they give you free ice cream.

 

[Mickey'sApprentice]

Not likely. For every person who reads these boards or researches on the internet, 100s could care less and will still buy. With 62 million visitors a year, they have plenty of potential buyers. Disney does a good job of marketing, at WDW the DVC presence is everywhere. They paint a wonderful picture of ownership and tell you all of the reasons why you need to buy today. They also have a policy of "if not asked, don't tell". You have so much info coming at you, most who buy, have no idea what the details are, but you feel great because "you belong" and they give you free ice cream.

It may be different where you are from...but it took a lot for me to purchase a "SLIME" share. Had I heard over one or two negative comments or the slightest hint of slime...I would have indeed RAN AWAY.

 

[tjkraz]

It may be different where you are from...but it took a lot for me to purchase a "SLIME" share. Had I heard over one or two negative comments or the slightest hint of slime...I would have indeed RAN AWAY.

I agree with disneynutz.

Timeshares have had horrible reputations among the general public for years. If you do any sort of an Internet search, it will only take seconds to find stories of awful high-pressure sales tactics, nonexistent resale values, poor resort upkeep, impossible trades, and so on. But that hasn't stopped Marriott, Bluegreen, DVC, Wyndham and many others from thriving.

Even specific to DVC there are people reading these threads and rolling their eyes at the comments made. Those who do the math and discover they can not only "own a piece of the Mouse" but vacation for 25-35 cents on the dollar for decades to come will be quick to dismiss a $12 valet parking fee. After all, cash guests have to make that decision all the time--free self parking or pay for valet.

I realize that's not exactly the point of this thread but I also think many of us overvalue how the bulk of DVC membership views the program and/or its leaders. Jay Rasulo, as head of the entire parks division, is ultimately responsible for the current state of Walt Disney World. People talk about maintenance not being as good, CMs not being as good, wages being too low, park hours being shorter, parks not being as clean, restaurant food being poor....all of that points back to Rasulo.

I've never met Lewis and certainly have no loyalty to him as DVC head. But anyone who has worked for a large company knows that unless you're the guy at the top, you are receiving direction from above. Let's not pretend that Lewis has unilateral decision making power when it comes to constructing a new work facility, commissioning IT systems and doling out perks which impact other areas of the company.

I used to be Director of an IT department. I did my best to run my department efficiently and give other employees the tools they needed to do their jobs. But there were times--many times--when upper management backed me into a corner. Either I couldn't get funding for a project or they weren't responsive to suggestions no matter how well reasoned. Other times it was their decisions which put me at a disadvantage--commitments made to clients that I then had to figure out a way to meet.

Lewis was one of the top three candidates to take over as president of Disneyland. For all we know, every single thing for which Lewis is being criticized is a result of him acting EXACTLY how his superiors wish to see him act.

If there's any one person in the Disney executive management structure I would be willing to point a finger at it's Rasulo. Sometimes I think Lewis' biggest crime is actually putting a public face on DVC rather than hiding behind closed doors like Rasulo. Makes Lewis an easier target.

The prior head of DVC did a pretty good job of damaging the product, IMO. Post OKW resorts had the smaller rooms and larger point charts. Terrible website. Many little design touches removed from OKW rooms. Rotten location decisions for Vero and HHI resorts. 40 year contracts at BCV. Point charts too high for SSR. Those were all huge issues in their day and many continue to haunt us today. But then Lewis' predecessor was something of an invisible lame duck so we're left looking at that as "the good 'ole days", I guess....

I realize mine isn't a popular viewpoint, but I think it's closer to reality than what some seem to expect. Perhaps I'm wrong and we will eventually have a leader who communicates both positive and negative changes weeks before they occur, one who actively seeks to pile more and more new perks upon members and can still find time to spot check a few DVC rooms before heading home for the night. If that happens, I'll give y'all a couple of these and agree that I should have changed my POV a long time ago. But it just doesn't seem consistent with what we have come to expect from Disney.

We still cherish our Disney vacations and won't be chucking them for Six Flags or Universal anytime soon. Front line CMs are still fantastic and make a great effort to make do with the tools they are given. But at its highest levels, the company is obviously focused on financial performance. You could argue that has been the case dating back 54 years to when Walt gave his team only a year to build Disneyland and then opened it with soft pavement, non-functional plumbing and attractions that wouldn't run.

 

[pycees312]

I would argue that the problems are so obvious that Jim Lewis should be held accountable. Either he doesn't know what the issues are or he doesn't care.
If all the DVC structures were set up correctly I would have some sympathy with your comments. Jim Lewis role is to make sure the big picture items are going well, and get others to implement his policy.
I dont see too many implementation problems... its the policies that are bad.
Why didnt DVC consult with members before cutting the valet parking?

so let me say this... there are plenty of complaints etc on this message board about DVC.. but how many of those same complaints are actually sent in to DVC. We on the internet are a small number in comparison to those who actually joined DVC and yelling here on the boards means absolutely nothing. So yes to them things are going very well. So why change something when no one is complaining.. at least not in large enough numbers to make a difference, and not in a form that actually counts.

 

[pycees312]

I agree with disneynutz.

Timeshares have had horrible reputations among the general public for years. If you do any sort of an Internet search, it will only take seconds to find stories of awful high-pressure sales tactics, nonexistent resale values, poor resort upkeep, impossible trades, and so on. But that hasn't stopped Marriott, Bluegreen, DVC, Wyndham and many others from thriving.

Even specific to DVC there are people reading these threads and rolling their eyes at the comments made. Those who do the math and discover they can not only "own a piece of the Mouse" but vacation for 25-35 cents on the dollar for decades to come will be quick to dismiss a $12 valet parking fee. After all, cash guests have to make that decision all the time--free self parking or pay for valet.

I realize that's not exactly the point of this thread but I also think many of us overvalue how the bulk of DVC membership views the program and/or its leaders. Jay Rasulo, as head of the entire parks division, is ultimately responsible for the current state of Walt Disney World. People talk about maintenance not being as good, CMs not being as good, wages being too low, park hours being shorter, parks not being as clean, restaurant food being poor....all of that points back to Rasulo.

I've never met Lewis and certainly have no loyalty to him as DVC head. But anyone who has worked for a large company knows that unless you're the guy at the top, you are receiving direction from above. Let's not pretend that Lewis has unilateral decision making power when it comes to constructing a new work facility, commissioning IT systems and doling out perks which impact other areas of the company.

I used to be Director of an IT department. I did my best to run my department efficiently and give other employees the tools they needed to do their jobs. But there were times--many times--when upper management backed me into a corner. Either I couldn't get funding for a project or they weren't responsive to suggestions no matter how well reasoned. Other times it was their decisions which put me at a disadvantage--commitments made to clients that I then had to figure out a way to meet.

Lewis was one of the top three candidates to take over as president of Disneyland. For all we know, every single thing for which Lewis is being criticized is a result of him acting EXACTLY how his superiors wish to see him act.

If there's any one person in the Disney executive management structure I would be willing to point a finger at it's Rasulo. Sometimes I think Lewis' biggest crime is actually putting a public face on DVC rather than hiding behind closed doors like Rasulo. Makes Lewis an easier target.

The prior head of DVC did a pretty good job of damaging the product, IMO. Post OKW resorts had the smaller rooms and larger point charts. Terrible website. Many little design touches removed from OKW rooms. Rotten location decisions for Vero and HHI resorts. 40 year contracts at BCV. Point charts too high for SSR. Those were all huge issues in their day and many continue to haunt us today. But then Lewis' predecessor was something of an invisible lame duck so we're left looking at that as "the good 'ole days", I guess....

I realize mine isn't a popular viewpoint, but I think it's closer to reality than what some seem to expect. Perhaps I'm wrong and we will eventually have a leader who communicates both positive and negative changes weeks before they occur, one who actively seeks to pile more and more new perks upon members and can still find time to spot check a few DVC rooms before heading home for the night. If that happens, I'll give y'all a couple of these and agree that I should have changed my POV a long time ago. But it just doesn't seem consistent with what we have come to expect from Disney.

We still cherish our Disney vacations and won't be chucking them for Six Flags or Universal anytime soon. Front line CMs are still fantastic and make a great effort to make do with the tools they are given. But at its highest levels, the company is obviously focused on financial performance. You could argue that has been the case dating back 54 years to when Walt gave his team only a year to build Disneyland and then opened it with soft pavement, non-functional plumbing and attractions that wouldn't run.

very well said.

 

[wildernessDad]

The general impression that I get about Jim Lewis is that he really doesn't care about DVC members. One might think that the DVC points fiasco with BLT was just an oversite, but it could also have been an intentional dig.

Given his other interests and memberships, I wonder how much time he spends on DVC issues.

The website and other IT issues have been dragging on for years, and it hasn't gotten much better. I think that the normal reaction to member dissatisfaction would be to fall all over one's self to find and fix the problems. I don't think that I go out on a limb by saying that hasn't been the case.

 

[Deb & Bill]

...The prior head of DVC did a pretty good job of damaging the product, IMO. Post OKW resorts had the smaller rooms and larger point charts. Terrible website. Many little design touches removed from OKW rooms. Rotten location decisions for Vero and HHI resorts. 40 year contracts at BCV. Point charts too high for SSR. Those were all huge issues in their day and many continue to haunt us today. But then Lewis' predecessor was something of an invisible lame duck so we're left looking at that as "the good 'ole days", I guess....
....

Some of these things that you are attributing to Jim Lewis' predecessor actually can be attributed to him when he was VP of DVC before they made him President and eliminated the VP of DVC position.

 

[Coach81]

Jim Lewis for President!!!

 

[Deb & Bill]

Jim Lewis for President!!!

He'll have to get an academy award or a Nobel prize first.

 

[tjkraz]

Some of these things that you are attributing to Jim Lewis' predecessor actually can be attributed to him when he was VP of DVC before they made him President and eliminated the VP of DVC position.

No, I think they all pre-dated Lewis. He was named VP in late-'03 / early-'04. He didn't come on board until after SSR sales began and all of those other decisions were made earlier.

The first major (and controversial) decision I would chalk-up to his administration would be the expansion of SSR to 800+ rooms. That announcement was made during the SSR opening in May '04. But even then, I'm not sure how much input Lewis had to the decision. He was only on the job for +/- 6 months and was just a VP. It was WDW president Al Weiss who made the announcement itself.

I believe Lewis was promoted to president of DVC (a newly-created position) around the end of 2005. The first resort development he shepherded start-to-finish was AKV.

 

[Mickey'sApprentice]

It may be me...in retrospect...I'm fine with the sizes of the rooms and point charts for the most part.

Old Key West is the oldest resort and NOT connected to a theme park. The point charts make OKW a viable option. The reasonable prices of the Grand Villas makes ownership at OKW very appealing as well. The mistake was making SSR point charts so high.

I believe the previous DVC-VP made changes that took DVC from being a bargain to being in line and for sale at a reasonable price. The locations of HH and VB aren't stellar, but that is just a decision.

Jim Lewis has squeezed the membership on more than one occassion.

There is a difference between the decision to not replace pillows after they are stolen, stained or destroyed time and again. Its another thing to remove enjoyed perks after many years without the first comment.

Further, I know that there are slimeshare companies out there that are able to make a profit by using high pressure tactics. I just don't want to be the owner of an ultra slimy timeshare. Its not what I bought!

This reminds me of a story that I heard about Disney starting DVC. EISNER insisted that it not be like other timeshares. Eisner is gone. Is this really the change we've seen in DVC? How does Iger think a timeshare should be run?

 

[McCrae]

I agree with disneynutz.



I've never met Lewis and certainly have no loyalty to him as DVC head. But anyone who has worked for a large company knows that unless you're the guy at the top, you are receiving direction from above. Let's not pretend that Lewis has unilateral decision making power when it comes to constructing a new work facility, commissioning IT systems and doling out perks which impact other areas of the company.

I used to be Director of an IT department. I did my best to run my department efficiently and give other employees the tools they needed to do their jobs. But there were times--many times--when upper management backed me into a corner. Either I couldn't get funding for a project or they weren't responsive to suggestions no matter how well reasoned. Other times it was their decisions which put me at a disadvantage--commitments made to clients that I then had to figure out a way to meet.

.

This could be true and in this case maybe we are being a bit harsh on Jim Lewis, but on the other hand he may have full control.

Their are some issues that dont involve spending that would be really surprizing that he didnt have control over.

Communication with members..... it's really disappointing that DVC have not thought to inform members that free Valet Parking is ending. It doesn't take that much of an effort to send out an email to everyone and to explain why. We shouldn't have to depend upon chat boards to learn about the status of our perks.

The GVC webcast.... simply awful. Content third rate. How many events billed as a grand opening celebration show nothing of the grand opening ceremony or very little of the resort they are hoping you will buy? Probably one of the worst sales presentations I have ever seen.

All the problems we see are just symptoms of a badly run company.

 

[Sammie]

One of the things that irratates me the most is lack of information. There was no reason yet again for them not inform the membership of this change.

I understand some are upset over the loss and some are not and that is to be expected and I am fine with that.

But yet again they only make an announcement on the site after the fact. Since it cost them nothing to do this, why do they continously wait till the last possible moment to notify us?

To me it just shows yet again that unless they are trying to sell us something they don't care and I definitely lay that on Jim Lewis.

I am sure if they had been professional about it and sent out emails or even a front page notice on the website they would be getting fewer complaints now.

 

[mnra]

who pays his salary

 

[Chuck S]

who pays his salary

Likely both DVC and the WDC.