1. CHAPTER FOURTEEN
Focusing on the Future

2. 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

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 ENVIRONMENT
Civil rights act
ADA
Consumer protection laws

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