CHAPTER FOURTEEN Focusing on the Future

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

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

PROJECTED U.S. RESIDENT POPULATION

U.S. AGE DISTRIBUTION

IMPACT OF EDUCATION ON SOCIETY

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

CHANGING LEGAL ENVIRONMENT Civil rights act ADA Consumer protection laws

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