1 CHAPTER FOURTEEN Focusing on the Future

2 LEARNING OBJECTIVES Identify future service challengesUse demographic knowledge to prepare for service Realize impact of global competition Build skills for future career growth Plan for challenges of the future

3 SHIFTS IN DEMOGRAPHICS# Of males closer to females Average household 2.59 Nonfamily households 23% vs. 11% family 4% households = multigenerational Female maintained families = 3 times married-couple 72 % mothers of children 1+ in workforce 35-39 year-olds = largest group 1.7 million moved to US from abroad

4 PROJECTED U.S. RESIDENT POPULATION

5 U.S. AGE DISTRIBUTION

6 IMPACT OF EDUCATION ON SOCIETY

7 E-COMMERCE FAST FACTS Travel industry = ¼ of its total revenue on-line (2001) Computer and electronic equipment shipments declined Total online sales for drug companies grew 20% Non-store retailers = 75% of on-line sales Strong e-sales growth = home furnishings, clothing and office equipment Securities and commodities revenue fell Information sector service industries grew

8 CHANGING LEGAL ENVIRONMENTCivil rights act ADA Consumer protection laws

9 SKILLS FOR SUCCESS Basic skills Communication skillsCreative thinking skills Interpersonal skills Leadership skills Negotiation skills Problem-solving skills Technical skills