Enhancing Worker Productivity in Canada’s Tourism Sector                         Dr. Michael Bloom      Vice-President, Or...
Human Capital• Improving human capital is essential to  productivity, competitiveness, and  performance of our organizatio...
Human Capital and Productivity  • Canada’s productivity performance is    falling relative to nations, partly due to    ou...
Unemployment Rate vs. Natural          Rate (percent), 1981-201513.012.011.0                                Unemployment R...
Productivity Drivers                                                                                                      ...
Labour Productivity Varies by Sectorwww.conferenceboard.ca
Report Card on Canada:                         2010               • Canada ranks 14th among the 17                 peer co...
Organizations will need to fill positions forwhich only a limited applicant pool existswww.conferenceboard.ca
Demography adds Long-Term          Pressure:   • 20 per cent of Canada’s working     population reaches retirement age    ...
10 Trends in the World of Work,              2020• Navigating through the Storm: Leaders and  the World of Work in 2020 (2...
10 Ways Your Workplace Will Change1. Boomers won’t leave. Generations will mix.• “Generational mixing” will be the norm: a...
10 Ways Your Workplace Will Change2.The visible minority will be white.• Falling birth rate, rising immigration will   cre...
Historical and Projected Immigration        to Canada, 1964-2020                         Source: The Conference Board of C...
Proportion Immigrants Born Europe &     Asia (by Period of Immigration)                          Source: Census 2001, Stat...
Visible Minority Labour Force                         Source: Catalyst Canada 2008www.conferenceboard.ca
10 Ways Your Workplace Will Change3. We’ll all be linked to work 24/7, whether we   want to be or not.• A decade ago, Blac...
17          Interconnectivity Now • Canadians are among the highest Internet   users in the world (16.8 million adults   u...
10 Ways Your Workplace Will Change 4. We’ll make more of what we consume,    where we consume it. • Consumers today are cr...
19Consumer Dynamics - Prosumerism  • Coined by Toffler and Tapscott: hybrid    of words ‘producer’ and ‘consumer’.  • Refe...
20   Shifting Consumption Dynamics • Aided by technology, consumers are   ubiquitous participants in imagining,   collabor...
21   Shifting Consumption Dynamics  • Culture sector is shifting from producer-    centric to collaboration.  • Much more ...
10 Ways Your Workplace Will Change 5. The office will be where we say it is. • Work will be more and more delinked   from ...
10 Ways Your Workplace Will Change 6. Social media will be the community halls     of the future. • They will provide the ...
24     Impact of Social Networking    • Millions of Canadians have accounts      on social networking sites (such as      ...
Impact on Tourism Sector• Consumers are increasingly going online  to research trips/vacations, read reviews  and self-boo...
Hilton – iPhone Application• iPhone application enables guests to  manage their hotel bookings –downloaded  over 340,000 t...
10 Ways Your Workplace Will Change7. Real companies will have virtual  locations.• Some corporations have an online existe...
Ireland’s Tourism Sector           & Social Media• Travelshake.com - free for Irish tourism  businesses to use.• Provides ...
Travelshake.com• Customized URL’s are used for profile  (www.Travelshake.com/Businessname).• Owners can provide recommenda...
10 Ways Your Workplace Will Change 8. Management will be pushed down & out. • Top-down, centralized leadership models   wi...
10 Ways Your Workplace Will Change9. Contingent workers will become  unconditionally important.• More part-time, seasonal ...
10 Ways Your Workplace Will Change 10. Teamwork will be a learned skill, not   just a nice attitude. • More outsiders, fas...
What does this mean for the    Canadian Tourism Sector?www.conferenceboard.ca
Tourism – Economic Outlook                         • Demand for tourism                           goods and services      ...
The Contribution of Learning and Skills      to Business Performance                          Institute for Employment Stu...
Expand the Skilled Talent Pool:Focus on Under-represented Populations    1. Women 15-64 – 12 million +    2. Immigrants – ...
Immigrants are Good for Business• Immigrants and internationally educated   talent boost our economy by:  – Adding skilled...
Do Immigrants Make     Canadian Businesses More           Innovative?www.conferenceboard.ca
Immigrants and Innovators                             Immigrants tend to                             be:                  ...
Research Objectives1. Determine how much immigrants are   recognized as “individual” innovators.2. Demonstrate the value o...
Findings from Previous Research  Positive Effects:           Negative Effects:• Increased cooperation • Decreased commitme...
Immigrants: Innovation Outcomes  • Immigrants are associated with    innovation, specifically:.  − High Individual Achieve...
Immigrants and Innovation1. Create new businesses and employment   opportunities in a region.2. Adapt or market existing s...
Key Finding: The Pathway to      Increasing Innovationwww.conferenceboard.ca
How Managers Can Be Empowering  1. Provide employees with avenues to ask     questions and raise ideas.  2. Offer employee...
Engaging Employees• “High employee engagement correlates to  high levels of customer satisfaction,  customer retention, co...
Fairmont – Ideas Count Program• Encourages everyone to consider the  possibilities by constantly asking "what if..."  and ...
Enhancing Competitiveness with ITWs                         • “Tool Kit for                           Employers” builds   ...
Toolkit For EmployersObjectives:• Increase awareness of benefits and value  of hiring and retaining internationally  train...
Toolkit for Employers• Introduce you to an Employer’s Toolkit:   – Where to find internationally trained     workers (ITWs...
Conclusion• Innovation is a key to productivity  gains—so hire for it, develop people for  it, and reward it—create a corp...
Conclusion • Empowering can be profitable! – all   employees have capacity to innovate if   they are encouraged and recogn...
Upcoming SlideShare
Loading in …5
×

Innovation

764 views
711 views

Published on

0 Comments
0 Likes
Statistics
Notes
  • Be the first to comment

  • Be the first to like this

No Downloads
Views
Total views
764
On SlideShare
0
From Embeds
0
Number of Embeds
3
Actions
Shares
0
Downloads
10
Comments
0
Likes
0
Embeds 0
No embeds

No notes for slide

Innovation

  1. 1. Enhancing Worker Productivity in Canada’s Tourism Sector Dr. Michael Bloom Vice-President, Organizational Effectiveness and Learning The Conference Board of Canada 9th Annual Tourism HR Forum, Edmonton, AB November 16, 2010 www.conferenceboard.ca
  2. 2. Human Capital• Improving human capital is essential to productivity, competitiveness, and performance of our organizations and communities.• Human Capital is one of three key drivers of productivity and organizational performance.• Other two are financial capital and physical capital – machinery and equipment.www.conferenceboard.ca
  3. 3. Human Capital and Productivity • Canada’s productivity performance is falling relative to nations, partly due to our labour and skills shortages. • Skills shortages include gaps, mismatches and obsolescence. • Skills shortages often (not always) result from labour shortages in workplaces.www.conferenceboard.ca
  4. 4. Unemployment Rate vs. Natural Rate (percent), 1981-201513.012.011.0 Unemployment Rate10.0 9.0 8.0 7.0 Natural rate 6.0 5.0 Sources: The Conference Board of Canada; Statistics Canada. www.conferenceboard.ca
  5. 5. Productivity Drivers Firm-Specific Factors Human capital al n apit tio ova lc sica n In Phy Business & Policy Environment Degree of competition ation de nership x ture e Mi Openness to tra s and investment f ir m ker b a n iz truc rvi c or Foreign ow f of w Size o al s rs/Ur e ct/S ri ss ust u s te u Cla Prod Ind Global Forces Cl Trade liberalization World commodity Political events Other global events price changes Source: The Conference Board of Canada.www.conferenceboard.ca
  6. 6. Labour Productivity Varies by Sectorwww.conferenceboard.ca
  7. 7. Report Card on Canada: 2010 • Canada ranks 14th among the 17 peer countries on innovation. • Despite pockets of achievement, Canada has been a consistent “D” performer on its capacity to innovate since the 1980s.www.conferenceboard.ca
  8. 8. Organizations will need to fill positions forwhich only a limited applicant pool existswww.conferenceboard.ca
  9. 9. Demography adds Long-Term Pressure: • 20 per cent of Canada’s working population reaches retirement age by 2025.www.conferenceboard.ca
  10. 10. 10 Trends in the World of Work, 2020• Navigating through the Storm: Leaders and the World of Work in 2020 (2010)• Trends that will affect human capital and reflect changes in the makeup of the workforce.www.conferenceboard.ca
  11. 11. 10 Ways Your Workplace Will Change1. Boomers won’t leave. Generations will mix.• “Generational mixing” will be the norm: aging boomers work longer to earn more so they can afford to retire; changes in gov’t. regs. make it less attractive to retire early.• Successive generations, including the Gen-Xers (born 1966-79) and the Gen-Yers (born 1980- 2000)- the young, middle-aged and old will be sharing space, ideas, incomes, job titles. www.conferenceboard.ca
  12. 12. 10 Ways Your Workplace Will Change2.The visible minority will be white.• Falling birth rate, rising immigration will create a truly unique society: majority of urban workforce is not white—already close to reality in Toronto.• Opens enormous opportunities for new products and services, improved access to global markets: big competitive advantage.• The challenge? How to integrate visible minorities into every part of working life – especially at the top. www.conferenceboard.ca
  13. 13. Historical and Projected Immigration to Canada, 1964-2020 Source: The Conference Board of Canadawww.conferenceboard.ca
  14. 14. Proportion Immigrants Born Europe & Asia (by Period of Immigration) Source: Census 2001, Statistics Canada % www.conferenceboard.ca
  15. 15. Visible Minority Labour Force Source: Catalyst Canada 2008www.conferenceboard.ca
  16. 16. 10 Ways Your Workplace Will Change3. We’ll all be linked to work 24/7, whether we want to be or not.• A decade ago, Blackberry’s were just starting to tie us to work. iPods, iPhones and iPads didn’t exist—trend continues!• Technology will connect us even more completely a decade from now.• Need to create boundaries to keep work from storming through our privacy and leisure time—both in for major redefinition.www.conferenceboard.ca
  17. 17. 17 Interconnectivity Now • Canadians are among the highest Internet users in the world (16.8 million adults use Internet for personal activities). • Internet is vital to teens and adults: students and profs (Facebook, Second Life, LinkedIn, etc.). • Internet and digital technologies are embedded across all sectors of economy.www.conferenceboard.ca
  18. 18. 10 Ways Your Workplace Will Change 4. We’ll make more of what we consume, where we consume it. • Consumers today are creating their own books, software games and music. This trend, of producing the products you consume, is called ‘prosumerism’, and will spread quickly. • This will spur producers to make their products consumer friendly like never before.www.conferenceboard.ca
  19. 19. 19Consumer Dynamics - Prosumerism • Coined by Toffler and Tapscott: hybrid of words ‘producer’ and ‘consumer’. • Refers to consumers’ desire to participate directly in generating value from products and services and their preference for interactive experiences. • Prosumers like to customize and control their consumption experiences.www.conferenceboard.ca
  20. 20. 20 Shifting Consumption Dynamics • Aided by technology, consumers are ubiquitous participants in imagining, collaborating, locating, selling, exploring, purchasing, investing and more in products and services. • Demanding consumers inspire products: Apple’s iPod and video-on-demand are “supply responses” to those seeking to personalize their experience consuming and contributing to creative content.www.conferenceboard.ca
  21. 21. 21 Shifting Consumption Dynamics • Culture sector is shifting from producer- centric to collaboration. • Much more connection and interaction, as producers and consumers co-drive the creative economy. • Producers and consumers spark off each other in a creative, responsive cycle of demand/supply of goods and services.www.conferenceboard.ca
  22. 22. 10 Ways Your Workplace Will Change 5. The office will be where we say it is. • Work will be more and more delinked from place (traditional workplace). • The same technologies that keep us on constant call also let us work productively at a distance—in living rooms, at a Starbucks, on a beach in Florida. • This can yield productivity gains! www.conferenceboard.ca
  23. 23. 10 Ways Your Workplace Will Change 6. Social media will be the community halls of the future. • They will provide the factory floor and the office meeting room where groups of workers can collaborate on projects the way they now do socially on Facebook and Twitter. • Allows distant collaboration and frequent regrouping of teams.www.conferenceboard.ca
  24. 24. 24 Impact of Social Networking • Millions of Canadians have accounts on social networking sites (such as Facebook, MySpace, Friendster, etc). • Community sites provide tools that allow consumers to modify their own web pages and form communities. • Has created huge potential among employees for application to work.www.conferenceboard.ca
  25. 25. Impact on Tourism Sector• Consumers are increasingly going online to research trips/vacations, read reviews and self-book directly with suppliers.• Talent is increasing challenging to attract and retain – competition from other sectors.• Companies can use informative websites, social media and mobile technology to provide a better customer experience and engage employees.www.conferenceboard.ca
  26. 26. Hilton – iPhone Application• iPhone application enables guests to manage their hotel bookings –downloaded over 340,000 times in less than a year.• Expects customers to book over 100,000 room nights in 2010 via mobile app.• Also provides a touch screen computer service that acts as a concierge –nearby restaurants, maps, check flight times, etc.• Meeting customer needs = more loyalty!www.conferenceboard.ca
  27. 27. 10 Ways Your Workplace Will Change7. Real companies will have virtual locations.• Some corporations have an online existence as robust, lively and profitable as their presence in the real world.• By 2020, virtual locations may outnumber bricks and mortar ones, with marketing almost all online—and driving consumers there. Also much more recruiting and training at virtual sites.www.conferenceboard.ca
  28. 28. Ireland’s Tourism Sector & Social Media• Travelshake.com - free for Irish tourism businesses to use.• Provides consumers with a simple platform to plan a holiday in Ireland.• Browse videos, images, social media feeds, and the latest offers in one location.• Gives businesses an opportunity to reach a worldwide audience.www.conferenceboard.ca
  29. 29. Travelshake.com• Customized URL’s are used for profile (www.Travelshake.com/Businessname).• Owners can provide recommendations or peer reviews on other local businesses.• Over 100 businesses use the website.• Has 7,000 tourism-related Twitter followers.• Future enhancements: user itineraries and new iPhone applications.www.conferenceboard.ca
  30. 30. 10 Ways Your Workplace Will Change 8. Management will be pushed down & out. • Top-down, centralized leadership models will wither as flexible work formations and management systems create highly decentralized workforces – and decisions. • When workers are out of the office, or sharing jobs or exist only on-line, they are hard to command and control in traditional manner. www.conferenceboard.ca
  31. 31. 10 Ways Your Workplace Will Change9. Contingent workers will become unconditionally important.• More part-time, seasonal and contract workers will help companies adjust in advance to quick changes in the type and amount of work that needs to be done.• But employees will be less loyal and make it harder to enforce a single corporate culture.www.conferenceboard.ca
  32. 32. 10 Ways Your Workplace Will Change 10. Teamwork will be a learned skill, not just a nice attitude. • More outsiders, faster technology, wider networks, more complex problems – these are all arguments for more teamwork. • In the age of mass collaboration, the ability to work on a team, and especially to lead it, will be one of the most important skills in any workplace. www.conferenceboard.ca
  33. 33. What does this mean for the Canadian Tourism Sector?www.conferenceboard.ca
  34. 34. Tourism – Economic Outlook • Demand for tourism goods and services forecast to rise from $152 billion in 2006, to $237 billion in 2025. • Labour market demand will grow from 1.71 million jobs in 2006 to 2.21 millions jobs in 2025.www.conferenceboard.ca
  35. 35. The Contribution of Learning and Skills to Business Performance Institute for Employment Studies, University of Sussex www.conferenceboard.ca
  36. 36. Expand the Skilled Talent Pool:Focus on Under-represented Populations 1. Women 15-64 – 12 million + 2. Immigrants – 6 million + 3. Mature (workers) 65+ – 4 million + 4. People with disabilities – 4 million + 5. Aboriginal Peoples – 1.3 million 6. Disengaged youth 16-25 – 1 million www.conferenceboard.ca
  37. 37. Immigrants are Good for Business• Immigrants and internationally educated talent boost our economy by: – Adding skilled workers to labour force; – Bringing a desire to succeed; – Stimulating innovation and creativity; – Enriching our global economic perspective; and – Providing connections to foreign markets.www.conferenceboard.ca
  38. 38. Do Immigrants Make Canadian Businesses More Innovative?www.conferenceboard.ca
  39. 39. Immigrants and Innovators Immigrants tend to be: • Risk takers; • Entrepreneurial; • Innovative thinkers; • They bring new skills, knowledge and contacts.www.conferenceboard.ca
  40. 40. Research Objectives1. Determine how much immigrants are recognized as “individual” innovators.2. Demonstrate the value of immigrant talent to Canadian businesses.3. Understand the relationship between immigration and innovation at a national level.4. Test whether the relationship is universal (i.e. across countries).www.conferenceboard.ca
  41. 41. Findings from Previous Research Positive Effects: Negative Effects:• Increased cooperation • Decreased commitment to among workgroups the organization• Increased creativity • Increased absenteeism and• Increased innovation turnover • Decreased employee satisfactionConclusion: Diverse teams that use their variety ofperspectives outperform non-diverse teams; those that donot perform worse than non-diverse groups.www.conferenceboard.ca
  42. 42. Immigrants: Innovation Outcomes • Immigrants are associated with innovation, specifically:. − High Individual Achievements − Increasing Canada’s trade levels − Increasing Canada’s FDI − More Global innovation − Increasing Global FDIwww.conferenceboard.ca
  43. 43. Immigrants and Innovation1. Create new businesses and employment opportunities in a region.2. Adapt or market existing sales and services to a wider, diverse audience.3. Market products in the tourism sector internationally-linking to cultural interests etc.4. Create new product packages for key markets, niche customer groups.www.conferenceboard.ca
  44. 44. Key Finding: The Pathway to Increasing Innovationwww.conferenceboard.ca
  45. 45. How Managers Can Be Empowering 1. Provide employees with avenues to ask questions and raise ideas. 2. Offer employees choices. 3. Provide a rationale when issuing directives. www.conferenceboard.ca
  46. 46. Engaging Employees• “High employee engagement correlates to high levels of customer satisfaction, customer retention, corporate performance and brand consistency.” –Deloitte: Hospitality 2015• Engaged and committed employees can contribute their innovative thinking to enhance productivity results.• Businesses should rethink talent strategies and talent management plans.www.conferenceboard.ca
  47. 47. Fairmont – Ideas Count Program• Encourages everyone to consider the possibilities by constantly asking "what if..." and then turns the ideas into reality.• Empowers employees to share ideas and fosters an environment of innovation and creativity to enhance business results.• Implemented ideas are posted on internal website, to recognize employees whose ideas have made a positive impact.www.conferenceboard.ca
  48. 48. Enhancing Competitiveness with ITWs • “Tool Kit for Employers” builds upon the CIC/TASC publication, The Employer’s Roadmap at: www.credentials.gc.ca/e mployers/roadmap/roadm ap.pdfwww.conferenceboard.ca
  49. 49. Toolkit For EmployersObjectives:• Increase awareness of benefits and value of hiring and retaining internationally trained workers (ITWs)• Assist Canadian businesses in hiring and retention process by sharing knowledge of tools and resources available – via community, regional, provincial and national programs and initiatives.www.conferenceboard.ca
  50. 50. Toolkit for Employers• Introduce you to an Employer’s Toolkit: – Where to find internationally trained workers (ITWs); – How to select, integrate and retain international talent; – Practical tools and resources; and – Success stories: e.g., SMEs with international talent.www.conferenceboard.ca
  51. 51. Conclusion• Innovation is a key to productivity gains—so hire for it, develop people for it, and reward it—create a corporate culture to promote it.• New products and services can add value to increase revenues and profit per hour worked by employees.• Process, incremental innovations that improve customer experience also improve productivity and the bottom line.www.conferenceboard.ca
  52. 52. Conclusion • Empowering can be profitable! – all employees have capacity to innovate if they are encouraged and recognized for their efforts. • Goal: match workplace change, customer expectations, employee capacity with changing patterns of diversity to create an HR strategy that can build productivity gain through innovation.www.conferenceboard.ca

×