Characterization distinguishes the work of staging experiences from that of other economic activity. He acts better than some of the stars on the marquee. Getting into character provides a sense of purpose for each worker in an organization, uniting him to the overall theme of the experience offered to guests. Perhaps no company understands this as well as Disney. Each one contributes to the portrayal of the place as a haven for family, fun, and fantasy.
Actors tend to do too much.
Thanks to Total Quality Management and Business Process Re-engineering, most organizations now understand redesigning and improving work processes. In most instances, however, such exercises only delineate what activity organizations perform, not how the work should be performed. The resulting work processes still lack a sense of intention. If you haven't decided what it is you want, you're likely to be unfocused. When you've conscientiously spelled out your intent beforehand, you are more likely to be specific and clear, and the result will be an energized connection.