KNOWLEDGE MANAGEMENT IN TOURISM: IN TOURISM: THE UNWTO PERSPECTIVE VERONICA CADOPPI CHIEF OF STAFF, UNWTO.THEMIS FOUNDATION UNITED NATIONS WORLD TOURISM ORGANIZATION THE SUSTAINABLE TOURISM SUMMIT Rhode Island, 15 November 2006 THE SUSTAINABLE TOURISM SUMMIT Rhode Island, 15 November 2006

WORLD TOURISM ORGANIZATION WHAT IT IS HOW IT FUNCTIONS WHAT IT OFFERS

THE ERAS OF TOURISM POLICY ERAMAIN OBJECTIVEAUTHORITY 1ST GENERATION PROMOTIONLOC/REG/NAT 2ND GENERATION PROMOTION/PRODUCT NATIONAL LEVEL 3RD GENERATION COMPETITIVENESSNATIONAL/SUPRANATIONAL 4TH GENERATION GLOBAL STRATEGY UNWTO WHAT IT IS KNOWLEDGE MANAGEMENT IN TOURISM THE UNWTO PERSPECTIVE KNOWLEDGE MANAGEMENT IN TOURISM THE UNWTO PERSPECTIVE

GLOBAL TOURISM AGENDA GLOBAL PARTNERS GLOBAL KNOW-HOW WHAT IT IS KNOWLEDGE MANAGEMENT IN TOURISM THE UNWTO PERSPECTIVE KNOWLEDGE MANAGEMENT IN TOURISM THE UNWTO PERSPECTIVE

150 countries, 7 territories and some 350 Affiliate Members (Nov. 2005) A UNIQUE GLOBAL ORGANIZATION FOR TOURISM POLICY AND GOVERNANCE WHAT IT IS KNOWLEDGE MANAGEMENT IN TOURISM THE UNWTO PERSPECTIVE KNOWLEDGE MANAGEMENT IN TOURISM THE UNWTO PERSPECTIVE

THE MISSION: UNWTO EXERTS LEADERSHIP FOR SUCCESSFUL TOURISM POLICY WORLDWIDE. IT CONSENSUATES AND PROMOTES FRAMEWORKS FOR ACTION IN TOURISM THROUGH ITS PUBLIC-PRIVATE PARTNERSHIPS. HOW IT FUNCTIONS KNOWLEDGE MANAGEMENT IN TOURISM THE UNWTO PERSPECTIVE KNOWLEDGE MANAGEMENT IN TOURISM THE UNWTO PERSPECTIVE

THE VISION: UNWTO IS THE GLOBAL TOURISM POLICY AUTHORITY. IT DEVELOPS AND SUSTAINS CONSENSUS FRAMEWORKS FOR WORLD WELL-BEING AND PEACE THROUGH LEADERSHIP FOR POSITIVE ACTION IN TOURISM. HOW IT FUNCTIONS KNOWLEDGE MANAGEMENT IN TOURISM THE UNWTO PERSPECTIVE KNOWLEDGE MANAGEMENT IN TOURISM THE UNWTO PERSPECTIVE

A FLEXIBLE ORGANIZATIONAL STRUCTURE WITH WELL DEFINED RESPONSIBILITIES THE GENERAL ASSEMBLY THE EXECUTIVE COUNCIL THE SECRETARIAT HOW IT FUNCTIONS KNOWLEDGE MANAGEMENT IN TOURISM THE UNWTO PERSPECTIVE KNOWLEDGE MANAGEMENT IN TOURISM THE UNWTO PERSPECTIVE

MEMBERSHIP CENTRAL GOVERNMENTS FULL MEMBERS GOVERNMENTS OF TERRITORIES ASSOCIATE MEMBERS REGIONAL & LOCAL GOVMT’S TOURISM ASSOCIATIONS PRIVATE COMPANIES (BUSINESS COUNCIL) EDUCATIONAL INSTITUTIONS (EdC) AFFILIATE MEMBERS HOW IT FUNCTIONS KNOWLEDGE MANAGEMENT IN TOURISM THE UNWTO PERSPECTIVE KNOWLEDGE MANAGEMENT IN TOURISM THE UNWTO PERSPECTIVE

HOW IT FUNCTIONS EXECUTIVE COUNCIL SECRETARIAT SPECIALIZED COMMITTEES OTHER ORGANIZATIONS EXPERTS GENERAL ASSEMBLY PROGRAMME OF WORK KNOWLEDGE MANAGEMENT IN TOURISM THE UNWTO PERSPECTIVE KNOWLEDGE MANAGEMENT IN TOURISM THE UNWTO PERSPECTIVE

KNOWLEDGE MANAGEMENT IN TOURISM: THE UNWTO PERSPECTIVE KNOWLEDGE MANAGEMENT IN TOURISM: THE UNWTO PERSPECTIVE

THE SECRETARIAT SECRETARY-GENERAL DEP. SECR. GENERAL THE PROGRAMME DEPARTMENTS EDUCATION STATISTICS MARKET INTELLIGENCE QUALITY SUSTAINABLE DEVELOPMENT (ETHICS & COOPERATION) COMMUNICATIONS DOCUMENTATION THE WORLD REGIONS EUROPE THE AMERICAS ASIA-PACIFIC AFRICA MIDDLE EAST THE AFFILIATE MEMBERS REG & LOCAL GOVMTS TOURISM ASSOCIATIONS PRIVATE SECTOR (BUSINESS COUNCIL) EDUCATIONAL INSTITUTIONS UNWTO ADMINISTRATION HOW IT FUNCTIONS KNOWLEDGE MANAGEMENT IN TOURISM THE UNWTO PERSPECTIVE KNOWLEDGE MANAGEMENT IN TOURISM THE UNWTO PERSPECTIVE

INFORMATION INTELLIGENCE KNOW-HOW FORUM FOR GLOBAL ACTION WHAT IT OFFERS KNOWLEDGE MANAGEMENT IN TOURISM: THE UNWTO PERSPECTIVE KNOWLEDGE MANAGEMENT IN TOURISM: THE UNWTO PERSPECTIVE

EDUCATION, TRAINING & KNOWLEDGE MANAGEMENT  METHODOLOGY AND STANDARDS  DIAGNOSIS TOOLS IN TOURISM EDUCATION & TRAINING  TEDQUAL: TOURISM EDUCATION QUALITY  SBEST: EXCELLENCE IN TGOs  GTAT: GENERAL TOURISM ACHIEVEMENT TEST  THE UNWTO.THEMIS FOUNDATION  DATA BASES IN HUMAN RESOURCE DEVELOPMENT  STANDARDIZED COURSES  WORLD NETWORK OF EDUCATIONAL INSTITUTIONS  RESEARCH AND PUBLICATIONS WHAT IT OFFERS KNOWLEDGE MANAGEMENT IN TOURISM: THE UNWTO PERSPECTIVE KNOWLEDGE MANAGEMENT IN TOURISM: THE UNWTO PERSPECTIVE

STATISTICS AND ECONOMIC MEASUREMENT OF TOURISM  STANDARDS AND METHODOLOGY  CLEARING HOUSE FOR WORLD TOURISM STATISTICS  ECONOMIC EFFECTS OF TOURISM  STATISTICAL DATA BASES WHAT IT OFFERS KNOWLEDGE MANAGEMENT IN TOURISM: THE UNWTO PERSPECTIVE KNOWLEDGE MANAGEMENT IN TOURISM: THE UNWTO PERSPECTIVE

MARKET INTELLIGENCE AND PROMOTIONAL TECHNIQUES  MARKET TRENDS  MARKET SEGMENTATION AND TOURISM PRODUCT TRENDS  TOURISM FORECAST WHAT IT OFFERS KNOWLEDGE MANAGEMENT IN TOURISM: THE UNWTO PERSPECTIVE KNOWLEDGE MANAGEMENT IN TOURISM: THE UNWTO PERSPECTIVE

QUALITY AND TRADE IN TOURISM  FOSTERING QUALITY STANDARDS IN TOURISM  RESEARCH AND METHODOLOGY  SPECIAL CONSIDERATION OF SAFETY ISSUES  SPECIAL CONSIDERATION OF TOURIST HEALTH ISSUES  REDUCE OBSTACLES AND FORMALITIES IN TRAVEL  TOURISM TRADE LIBERALIZATION MEASURES WHAT IT OFFERS KNOWLEDGE MANAGEMENT IN TOURISM: THE UNWTO PERSPECTIVE KNOWLEDGE MANAGEMENT IN TOURISM: THE UNWTO PERSPECTIVE

SUSTAINABLE DEVELOPMENT OF TOURISM  METHODOLOGY AND RESEARCH  FORUM FOR CONSENSUS BUILDING  GUIDANCE AND FRAMEWORK FOR BALANCED AND SUSTAINABLE TOURISM DEVELOPMENT  KNOW-HOW IN TOURISM PLANNING  GUIDANCE ON TOURISM USE OF NATURAL AND CULTURAL RESOURCES  ETHICAL AND SOCIAL DIMENSIONS OF TOURISM WHAT IT OFFERS KNOWLEDGE MANAGEMENT IN TOURISM: THE UNWTO PERSPECTIVE KNOWLEDGE MANAGEMENT IN TOURISM: THE UNWTO PERSPECTIVE

COMMUNICATIONS AND DOCUMENTATION RESOURCES  RESEARCH AND METHODOLOGY ON TOURISM COMMUNICATION AND DOCUMENTATION  COMMUNICATION AND DOCUMENTATION SERVICES TO THE ORGANIZATION AND ITS MEMBERS  UNWTO PUBLICATIONS PROGRAMME  UNWTO PRESS SERVICES  UNWTO DOCUMENTATION RESOURCES  DISSEMINATION OF UNWTO PROGRAMME OF WORK WHAT IT OFFERS KNOWLEDGE MANAGEMENT IN TOURISM: THE UNWTO PERSPECTIVE KNOWLEDGE MANAGEMENT IN TOURISM: THE UNWTO PERSPECTIVE

Andrew Carnegie, 1919 “The only irreplaceable capital an organization possesses is the knowledge and ability of its people... The productivity of that capital depends on how effectively people share their competence with those who can use it” Andrew Carnegie, 1919

“Human resource development is a key factor in the strategy and competitiveness of public and private bodies that are active in global tourism markets and wish to maintain socially acceptable standards of economic, cultural and environmental sustainability.” KNOWLEDGE MANAGEMENT IN TOURISM THE UNWTO PERSPECTIVE KNOWLEDGE MANAGEMENT IN TOURISM THE UNWTO PERSPECTIVE

 Knowledge  Krippendorf  Instruments  Objectives  Porter  Sustainability  Standards  Positioning  Reengineering  Quality KNOWLEDGE MANAGEMENT IN TOURISM THE UNWTO PERSPECTIVE KNOWLEDGE MANAGEMENT IN TOURISM THE UNWTO PERSPECTIVE

PRE-REQ: TACIT IMPLICIT EXPLICIT KNOWLEDGE A)CREATION / EXPLICITATION OF KNOWLEDGE B)DISSEMINATION OF KNOWLEDGE C)APPLICATION OF KNOWLEDGE KNOWLEDGE MANAGEMENT IN TOURISM THE UNWTO PERSPECTIVE KNOWLEDGE MANAGEMENT IN TOURISM THE UNWTO PERSPECTIVE

Obstacles to Increasing Employment in Tourism LACK OF QUALITY IN EDUCATION & TRAINING INAPROPIATE INFORMATION BUREAUCRACY & RED TAPE LABOUR EMPLOYERS COST OF LABOUR > EXPECTED VALUE ADDED KNOWLEDGE MANAGEMENT IN TOURISM THE UNWTO PERSPECTIVE KNOWLEDGE MANAGEMENT IN TOURISM THE UNWTO PERSPECTIVE

Capacity Building - Human Resource Development in the New Age of Tourism CAPACITY BUILDING KNOWLEDGE MANAGEMENT WHERE WHEN? WHAT? HOW? CHOOSING OPTIONS AND POSITIONING DETERMINING HR NEEDS IN THE INDUSTRY OPTIMIZING INVESTMENTS IN CAPACITY BUILDING STRATEGY QUALITY EFFICIENCY + + KNOWLEDGE MANAGEMENT IN TOURISM THE UNWTO PERSPECTIVE KNOWLEDGE MANAGEMENT IN TOURISM THE UNWTO PERSPECTIVE

Strategic Role of KM in the New Age of Tourism NATURAL RESOURCES FINANCIAL RESOURCES CULTURAL RESOURCES INFOTECH (KNOWLEDGE TECH) CAPACITY BUILDING KNOWLEDGE MANAGEMENT STRATEGIC POSITIONING AND COMPETITIVENESS IN GLOBAL TOURISM MARKETS KNOWLEDGE MANAGEMENT IN TOURISM THE UNWTO PERSPECTIVE KNOWLEDGE MANAGEMENT IN TOURISM THE UNWTO PERSPECTIVE

To build the knowledge capacity of UNWTO Members for sustainability, competitiveness and development through tourism, providing leadership, initiative and coordination in quality tourism research, education and training as well as in the application of knowledge at country and destination level, through public- private partnerships among institutions and UNWTO Member States. UNWTO EKM Programme: The Mission KNOWLEDGE MANAGEMENT IN TOURISM THE UNWTO PERSPECTIVE KNOWLEDGE MANAGEMENT IN TOURISM THE UNWTO PERSPECTIVE

UNWTO TED Programme: The Scope MEMBER STATES QUALITY TEDEFFICIENT TED UNWTO PROGRAMME IN TOURISM EDUCATION AFFILIATE MEMBERS (BC + OTHER) STRATEGIC TED EDUCATION COUNCIL (AFFILIATES) METHODOLOGY UNWTO.TedQual RECIPIENTS AND PARTNERS UNWTO.Sbest KNOWLEDGE MANAGEMENT IN TOURISM THE UNWTO PERSPECTIVE KNOWLEDGE MANAGEMENT IN TOURISM THE UNWTO PERSPECTIVE

UNWTO EKM DEPARTMENT IMPLEMENTING THE UNWTO TED PROGRAMME UNWTO.THEMIS FOUNDATION ADMINISTERING TEDQUAL AND GTAT PROGRAMMES MEMBERSHIP LINKS ADMINISTRATIVE LINKS PARTNERSHIP LINKS EDUCATION COUNCIL (AFFILIATES) OTHER ORGANIZATIONS MEMBER STATES AFFILIATE MEMBERS (BC + OTHER) UNWTO.Sbest KNOWLEDGE MANAGEMENT IN TOURISM THE UNWTO PERSPECTIVE KNOWLEDGE MANAGEMENT IN TOURISM THE UNWTO PERSPECTIVE

THE UNWTO EDUCATION AND KNOWLEDGE MANAGEMENT DEPARTAMENT implements the UNWTO EKM programme of work and provides products and services in Education and Training as well as Academic Research in Tourism to UNWTO Members, with the assistance of the following two UNWTO bodies: KNOWLEDGE MANAGEMENT IN TOURISM THE UNWTO PERSPECTIVE KNOWLEDGE MANAGEMENT IN TOURISM THE UNWTO PERSPECTIVE THE UNWTO EDUCATION COUNCIL, the membership body of the EKM department consisting of university level education institutions world-wide who are UNWTO Affiliate Members and have demonstrated the quality of their tourism education programmes, obtaining the UNWTO.TedQual Certification. THE UNWTO.THEMIS FOUNDATION, created by UNWTO with the support of the member Government of Andorra as an administrative arm to help implement UNWTO actions in Education and Knowledge Management.

3 KEY PRIORITIES EDUCATION, TRAINING AND KNOWLEDGE MANAGEMENT PROGRAMME OF WORK  Build Network of Government Officials.  Build Capacity to Respond to Knowledge Needs of UNWTO Members.  Apply Knowledge in Tourism and Build Knowledge Management Capacity: Practicum, Tourism Policy Forum, UNWTO.Sbest, UNWTO.Scholars, UNWTO.TedQual Volunteers KNOWLEDGE MANAGEMENT IN TOURISM THE UNWTO PERSPECTIVE KNOWLEDGE MANAGEMENT IN TOURISM THE UNWTO PERSPECTIVE

3 KEY MANAGEMENT OBJECTIVES  Simplify goals and programmes, then communicate them better.  Act as catalyst for action: pilot programmes, standards, etc.  Concentrate on tangible benefits for Members EDUCATION, TRAINING AND KNOWLEDGE MANAGEMENT PROGRAMME OF WORK KNOWLEDGE MANAGEMENT IN TOURISM THE UNWTO PERSPECTIVE KNOWLEDGE MANAGEMENT IN TOURISM THE UNWTO PERSPECTIVE

UNWTO.TedQual – A variety of supply-side instruments to help Members achieve quality institutions and programmes in tourism education and capacity for T-Governance. UNWTO.Sbest – A variety of demand-side programmes to contribute to excellence in T-Governance (e.g: UNWTO.Sbest Practicum, UNWTO.Sbest Certification, etc.) UNWTO.EKM Application – Focused programmes to illustrate T- Knowledge used as an instrument of T-Policy and Governance (e.g : UNWTO.TedQual Volunteers) and collaboration with UN System (UNGIS, UNKM Network, UNDP, UNESCO, ILO, etc. ) IMPLEMENTATION: STRATEGIC DEVELOPMENTS KNOWLEDGE MANAGEMENT IN TOURISM THE UNWTO PERSPECTIVE KNOWLEDGE MANAGEMENT IN TOURISM THE UNWTO PERSPECTIVE EDUCATION, TRAINING AND KNOWLEDGE MANAGEMENT PROGRAMME OF WORK

1.Enhanced strategic knowledge capacity and positioning for UNWTO Members. 2.Increased tourism competitiveness for UNWTO Members in tourism education, training and know-how. 3.Innovative programmes in tourism education and training for UNWTO Members through public-private partnerships. KNOWLEDGE MANAGEMENT IN TOURISM THE UNWTO PERSPECTIVE KNOWLEDGE MANAGEMENT IN TOURISM THE UNWTO PERSPECTIVE IMPLEMENTATION: OUTCOMES EDUCATION, TRAINING AND KNOWLEDGE MANAGEMENT PROGRAMME OF WORK

1.1UNWTO Network of Government Officials specialized in tourism knowledge, education and training. UNWTO.Themis TedQual Practicum, UNWTO TedQual Government Network 1.2 UNWTO Network of Quality knowledge, education and training centres. UNWTO.TedQual Certification, TQ Consultancies, UNWTO TedQual Centres Netwk. 2.1Direct Support to Members Practicum, UNWTO Practicum Alumni Association, UNWTO Scholars, TedQual Seminar UNWTO Consultancies/Research and UNWTO.HRD Activities and Events. KNOWLEDGE MANAGEMENT IN TOURISM THE UNWTO PERSPECTIVE KNOWLEDGE MANAGEMENT IN TOURISM THE UNWTO PERSPECTIVE IMPLEMENTATION: OUTCOMES EDUCATION, TRAINING AND KNOWLEDGE MANAGEMENT PROGRAMME OF WORK

2.2Support to Members’ in knowledge for T-Governance UNWTO.Sbest Initiative, Destination Think-Tanks. 3.1Assessment of Needs and Information UNWTO Tourism Labour Market Observatory (UNWTO.EdC) HRD audits, Website, Databases, Publications, Members’ queries. 3.2Knowledge, education and training programme development Partnerships, GTAT Courses and Exams, GTAT Certification, UNWTO.Sbest Training, UNWTO.SIS Seminars, Knowledge Think- Tanks, UNWTO.TedProm. KNOWLEDGE MANAGEMENT IN TOURISM THE UNWTO PERSPECTIVE KNOWLEDGE MANAGEMENT IN TOURISM THE UNWTO PERSPECTIVE IMPLEMENTATION: OUTCOMES EDUCATION, TRAINING AND KNOWLEDGE MANAGEMENT PROGRAMME OF WORK

KNOWLEDGE MANAGEMENT IN TOURISM: IN TOURISM: THE UNWTO PERSPECTIVE VERONICA CADOPPI CHIEF OF STAFF, UNWTO.THEMIS FOUNDATION UNITED NATIONS WORLD TOURISM ORGANIZATION THE SUSTAINABLE TOURISM SUMMIT Rhode Island, 15 November 2006 THE SUSTAINABLE TOURISM SUMMIT Rhode Island, 15 November 2006