Managing Change In The

Visitor Industry

Managing Change In The

Visitor IndustryEmbracing tomorrow’s

opportunities today

2004 MACVB Annual Meeting

“The way we live, work and govern ourselves is about to plunge into a fundamental shift, a major break from old trends. We are on the threshold of one of those rare

moments in history…when all the cards of power, wealth, of family and self, are being reshuffled and

dealt anew.”

Bold New WorldBold New World

What’s Up?What’s Up?World

Population

Year

1800

1 billion

1998

6 billion

1987 One billion1988 Two billion1989 Three billion1990 Four billion1991 Five billion1998 Six billion

What’s Up?What’s Up?

Year

2050

Life Expectancy

85Years

What’s Up?What’s Up?

Year

Total mail messages(billions)

2000

5,000

What’s Up?What’s Up?

Year

Volume of advertising($ billions)

2000

250

Global food production has tripled since World War II, even outpacing population growth

We use seven times as much water as 1900

Per capita paper consumption tripled in the U.S. from 1940 to 1980, and then tripled again over the next 10 years

In 1960, the average CEO traveled 12,000 miles a year – today, 112,000 miles

The Physician Desk Reference had 300 pages when first published in 1948, it is now over 3,000 pages

Source: Richard A. Swenson, M.D., Hurtling Toward Oblivion, 1999, pages 32-33

What’s Up?What’s Up?

“Winners change; losers don’t. Digital, Wang, Western Union,

Compaq, Penn Central, PointCast, Infoseek – all are on my list of

losers, because all of them hesitated and lost big

opportunities. Everyone of them was king of the hill until they

toppled off, all the while struggling in vain to make the world the way it

was.”

“Winners change; losers don’t. Digital, Wang, Western Union,

Compaq, Penn Central, PointCast, Infoseek – all are on my list of

losers, because all of them hesitated and lost big

opportunities. Everyone of them was king of the hill until they

toppled off, all the while struggling in vain to make the world the way it

was.”

Survival Is Not EnoughSurvival Is Not Enough

70% of all people in the typical work environment

tend toresist major changes

Change Easily Accepted?Change Easily Accepted?

Change resistors

Change agents

Change agents

Source:Rodger Bailey, Hiring, Managing and Selling for Peak Performance

Information Technology:Years to Reach 25% Market Share

5 10 15 20 25 30 35 40

TELEPHONE

TELEVISON

PERSONAL COMPUTER

35 Years

26 Years

15 Years

INTERNET 7 Years

Pace Of Change?Pace Of Change?

Source: The Milken Institute, 2000

Embracing ChangeEmbracing Change1.Understand the need to effectively

manage change 2.Acquire the skills to manage

change3.Acquire the skills to combat change

resistors 4.Understand how to build the

support that’s needed for the change needed

5.Incorporate continuous improvement (how do we need to change what we did next time through the cycle?)

Embracing ChangeEmbracing Change1.Understand the need to effectively

manage change 2.Acquire the skills to manage

change3.Acquire the skills to combat change

resistors 4.Understand how to build the

support that’s needed for the change needed

5.Incorporate continuous improvement (how do we need to change what we did next time through the cycle?)

Two Prong AttackTwo Prong Attack

1.Scan2.Listen

Effective ScanningEffective Scanning

InsideAnd

OutsideOf Tourism

Inside Industry ScanningInside Industry ScanningTRAVEL ADVANCE (R), Volume XIV, Number 103 Thursday, May 27, 2004 AMERICANS URGED TO "HAVE FUN," DESPITE SECURITY THREAT. Just hours before the nation's top law enforcement officials were warning that they are convinced that al Qaeda is planning an attack on the U.S. in the coming months, (Pages A1, A9. Washington Post; 1A, 3A, USA Today; A3, Wall Street Journal)

SCREENERS SHIFTED TO COVER BUSIER AIRPORTS. Six of the nation's busiest airports are getting a major boost in security screeners as the government gears up to handle a crush of summer travelers. (Pages 1B, USA Today; 1C, Miami Herald)

HOTEL CHECK-IN. As signs emerge of a comeback in travel, lodging chains are starting to spend more money on advertising. (Page C8, New York Times)  

FROM TRAVEL AND CONSUMER MAGAZINESWORLD'S BEST SERVICE. Asian properties and companies dominate Travel + Leisure's 2004 readers' poll to rate the best service at hotels, airlines and cruise lines. (Page 130, Travel + Leisure, June)

Inside Industry ScanningInside Industry Scanning

A service of USAE weekly newspaperThe weekly community newspaper of associations, CVBs and hotels

Newsletters

Newsgroups

Outside Tourism ScanningOutside Tourism Scanning

http://www.wfs.org/futurist.htm

Top Ten ForecastsTop Ten Forecasts

1. Genetically modified crops may surpass natural crops in acreage planted by 2020.

2. Two-thirds of the world's population will be chronically short of water by 2050.

3. How do you walk? Security people will be watching.

4. Voters are vanishing worldwide. 5. Earthquakes will become deadlier. 6. We may be able to engineer longer lives for

ourselves. 7. Polar bears extinct by the year 2100? 8. More Americans will go it alone. 9. Physicians may soon have ways to help

paralyzed people move their limbs.10.You may be wearing your power on your

sleeve. Top 10 Forecasts from Outlook 2004

Listen More Than EverListen More Than Ever

Listening Isn't What Happens When We're Not Talking

Listening is the ability to turn our attention fully and completely to the person speaking.

There's no stopping the 60,000+ thoughts that swim through our own mind every day.

Listening redirects those thoughts away from the details of our own experience, and into the

world of the person talking.

http://www.coachingteam.com

Embracing ChangeEmbracing Change1.Understand the need to effectively

manage change 2.Acquire the skills to manage

change3.Acquire the skills to combat change

resistors 4.Understand how to build the

support that’s needed for the change needed

5.Incorporate continuous improvement (how do we need to change what we did next time through the cycle?)

Managing ChangeManaging Change

Fadsor

Trends?

Managing ChangeManaging Change

If it changes the way you need to deliver products and

services...

If it changes the way you need to deliver products and

services...

Managing ChangeManaging Change

If it changes the way you need to deliver products and

services...

If it changes the way you need to deliver products and

services...

…it will likely result in the need to change the way you are staffed and/or structured

…it will likely result in the need to change the way you are staffed and/or structured

New MandateNew MandateEmployees

Vendors

Partners

Versatile Flexible

Specialists Partners

Trustworthy Similar but different

Embracing ChangeEmbracing Change1.Understand the need to effectively

manage change 2.Acquire the skills to manage

change3.Acquire the skills to combat change

resistors 4.Understand how to build the

support that’s needed for the change needed

5.Incorporate continuous improvement (how do we need to change what we did next time through the cycle?)

Best PracticesBest Practices The top reasons for employee resistance are a

lack of awareness about the change, comfort with the ways things are and fear of the unknown.

Middle managers resist change because of fear of losing control and overload of current tasks and responsibilities.

The new 2003 Best Practices in Change Management report presents comprehensive findings from 288

companies on their experiences and lessons learned in change management.

Source: Change Management Learning Center; http://www.change-management.com/best-practices-report.htm

Embracing ChangeEmbracing Change1.Understand the need to effectively

manage change 2.Acquire the skills to manage

change3.Acquire the skills to combat change

resistors 4.Understand how to build the

support that’s needed for the change needed

5.Incorporate continuous improvement (how do we need to change what we did next time through the cycle?)

AccountabilityAccountability

Colorado Case Study: •1992 was the last year of full funding ($10 mil)

for the Colorado Tourism Board making Colorado the only state without publicly-funded promotion efforts

•From 1993 to 1997 share of visitors declined 30%

•Partial funding ($3.5 mil) was restored in 1997 •Current funding $7.5 mil - Colorado legislature

approved an additional $10 million to be added to the tourism budget this year

Source: Longwoods International

Colorado Experience in Arizona:

Colorado Experience in Arizona:

For every 10% lost in visitor spending: Fiscal impact would be a $98 million loss in general

fund revenues and

45,200 jobs

*Colorado experienced a decline of 30%

Budget Deficit Will Get WorseBudget Deficit Will Get Worse

Source: 2003 Arizona Office of Tourism Budget Presentation

Embracing ChangeEmbracing Change1.Understand the need to effectively

manage change 2.Acquire the skills to manage

change3.Acquire the skills to combat change

resistors 4.Understand how to build the

support that’s needed for the change needed

5.Incorporate continuous improvement (how do we need to change what we did next time through the cycle?)

Continuous ImprovementContinuous Improvement

Plan Conference

Market Conference

Conduct ConferenceCelebrate Conference Successes

Identify How To Make Conference Better Next

Time(Works much better if we come to the table fully aware of how

the world around us is changing)

Continuous ImprovementContinuous Improvement“When a large percentage of an

organization's people are trained and belong to improvement teams, the

relentless pursuit of continuous improvement can really add up. A

constant stream of walks, singles, and doubles can win ball games as effectively

as a few towering home runs. And an ethic of constantly looking for ways to do

things better also carries over to individuals' daily work habits.”

- from Jim Clemmer's article, "Process Reengineering and Improvement"

Napoleon BonaparteNapoleon Bonaparte

"Glory is fleeting, but obscurity is forever."

Embracing Change At PreprintEmbracing Change At Preprint

Evolving Focus

NewspaperInsert Company

StrategicMedia Solutions

Tourism Lovegety?Tourism Lovegety?

Once the holder selects a mode, the device searches for Lovegety holders in a five meter radius. If it locates a holder with a potentially

good match, the "get" light flashes and the device beeps, so the pair can find each other.

If there is a holder in the vicinity with a different mode, then the "find" light flashes and a different sound goes off, alerting the

user of a near get.

Once the holder selects a mode, the device searches for Lovegety holders in a five meter radius. If it locates a holder with a potentially

good match, the "get" light flashes and the device beeps, so the pair can find each other.

If there is a holder in the vicinity with a different mode, then the "find" light flashes and a different sound goes off, alerting the

user of a near get.

Managing Change In The

Visitor Industry

Managing Change In The

Visitor IndustryEmbracing tomorrow’s

opportunities today

2004 MACVB Annual Meeting