Online Discussion – Week 6
Topic: Based on the articles you have read for Week 6, please discuss the contribution of human resources management to sustainable tourism (elaborate on at least three points). Please refer to concepts from the readings attached articles to support your points.
Human Resources
DEDICATED TO MAKING A DIFFERENCE
DRIVING SUCCESS
Human resources and sustainable development
What is sustainable
development?
The term sustainable development means different things
to different people. But, in essence, it is concerned with
meeting the needs of people today without compromising
the ability of future generations to meet their own needs.
Sustainable development therefore involves:
A broad view of social, environmental and economic outcomes;
A long-term perspective, concerned with the interests and
rights of future
generations as well as of people today;
An inclusive approach to action, which recognises the need for all people
to be involved in the decisions that affect their lives.
This briefing has been prepared by Mike Peirce of CPI and Katherine Madden of WBCSD, with case study material from Danielle Capenter Sprungli, WBCSD, cartoons
from David Lewis, copyediting from Dr Sophie Mills and quotes from HR professionals drawn from an Ashridge research report prepared for the WBCSD’s Accountability
and Reporting programme. The advice from Jake Reynolds and Jon Hanks of CPI has been invaluable throughout the process.
Adapted from Beyond Reporting: Creating business value and accountability, Engen, T, and Di Piazza, S, 200
5
Who is
responsible
Responsible
for what
To whom
Through what
mechanisms
Cross-functional
Connection
With what
outcomes
Supply Chain
Management
Risk Management
Product Responsibility
Management
Suppliers
Standard Setting Bodies
NGOs
Competitors
Greater role in strategy
Audit
Training
Standards/Monitoring/
Compliance
Establishing working
relationships
Sales
Marketing
Corporate
Affairs
Product Development
Deliver accountable
supply chain through
strategic embedding
Human Resources
Employee Recruitment
and Retention
Motivation
Competencies
Management
Employees
Wider Business Community
Institutions
Regulators
Peer learning
Training and development
Creating culture amongst
employees
Leadership
Corporate Affairs
Marketing
Use sustainable
development as a marketing
tool and to enhance
employee performance
Marketing
Brands
Reputation
Corporate Affairs
Market Awareness
International Agencies
Regulators
Competitors
Customers
Media
NGOs
R&D
Stakeholder
Intelligence
(customer feedback,
dialogue, benchmarking)
PR
Marketing
Corporate Affairs
Create more sustainable
products and services
Finance
Fiduciary
Responsibilities
Reputation
Shareholders
Finance Directors
Management
The Market
Competitors
Investors
Shareholders
Assessment Bodies
Regulators
Analysis
Investor surveys
Annual General
Meetings (AGMs)
Disclosure
Public/Corporate
Affairs
Marketing
Meet broader fiduciary
responsibilities
Public/Corporate
Affairs
Reputation
Management
Employees
NGOs
Advisory Panels
Competitors
Wider Business Community
Institutions
Regulators
Connecting business
functions and
management with
stakeholder concerns
Relationship building
All functions and units
Raise company profile
Integrating sustainable development in your organisation
Sustainable development is not just the responsibility of environmental specialists or communications professionals.
It requires contributions from people across all functions of an organisation.
This briefing has been designed for HR managers and
people with responsibilities for recruitment, performance
evaluation and training and development.
It focuses on the issue of sustainable development – a
term which many HR managers have become accustomed
to hearing alongside jargon such as stakeholder
engagement and Corporate Social Responsibility (CSR).
Sustainable development is a compelling idea for many
people. It is concerned with how business can contribute
to some of the most significant challenges that the world
faces today – from climate change and biodiversity, to
working conditions and health amongst the poorest in
the world.
But HR managers have often struggled to introduce
sustainable development within their organisations.
How, for example, should they integrate these issues
into programmes for recruitment and staff development,
and how can they use their knowledge of the business
to bring critical issues to the attention of senior
management?
The briefing does not claim there are any easy routes
for HR managers to benefit from the challenge of
sustainable development. Instead it asks you to test the
role and relevance of sustainable development in your
everyday work: how it can help your business address its
strategic goals and generate long-term value; and what
you can do to make this happen.
In short, how can you make
sustainable development
good for your career and good for your company?
Driving Success describes three critical challenges
facing human resource professionals today – practical
problems identified and debated by HR managers
themselves.
Recruiting and retaining top talent (pp
4
-7)
Creating incentives for exceptional performance
(pp
8
-11)
Enhancing critical competencies (pp
12
-15)
Driving Success is not an A to Z manual on HR
and sustainable development, but it does provide a
starting point to think about the key issues in your
company today.
The briefing guides you through a series of
questions – summarised on pp 1
6
–
17
– which
take you from the broad challenge of sustainable
development to some practical actions.
3
“CSR – HR = PR.
If employees are not
engaged, Corporate
Social Responsibility
becomes an exercise
in public relations.
The credibility of an
organisation will
become damaged
when it becomes
evident that a
company is not
‘walking the talk’.”
Adine Mees and Jamie
Bunham, Canadian Business
for Social ResponsibilityDriving Success highlights a variety of ways in which
companies are beginning to respond to sustainable
development opportunities.
The cases are distributed throughout the briefing,
and are supplemented by a set of further
resources on pp 18-19.
Recruiting and retaining top talent
Companies can only succeed in the long-term if they recruit and
motivate people who are able to respond to and shape the challenges
of the future. These are the individuals with the capacity to create
competitive advantage from the opportunities presented by
changing markets, with the desire to learn from customers,
consumers, suppliers and colleagues, and who possess the ability
to build and influence long-lasting and effective partnerships.
The recruitment of new employees helps to demonstrate a company’s
aspirations, highlighting the skills and attitudes to which it attaches
the highest priority. The choice also provides a major opportunity to
communicate the values and successes of the organisation – to explain
why the company offers the most attractive place for a person to
develop their career.
Yet this competition for top talent is nothing new; and if the challenge
for HR managers is to spot the best people and win their favour, what
then is the role of sustainable development in recruitment and retention?
HR managers answer this question in two main ways, addressing (as the
cartoon illustrates) the expectations of both employees and employers.
4
Society’s expectations of business are
changing, and an increasing number of
applicants pre-assess the social and
environmental performance of companies
before choosing an employer.
The pride shown by the winners of employee
benchmarking initiatives – such as Fortune
magazine’s Best Companies to Work For index
and the Great Place to Work survey – highlights
the importance attached to workplace issues as a
source of corporate reputation.
Whilst there’s little evidence that people apply for
jobs on the basis of company ranking, the quality
of performance on benchmark issues – including
intellectual interest, job security, respect and
rewards, learning opportunities and the
organisation’s contribution to society – are
important criteria for more and more people.
For example, three-fifths of the graduates and
potential employees surveyed by Accenture in 2004
rated ethical management as an important factor in
their job search.
Similarly over two-thirds of the students (68%) in a
global survey by GlobeScan in 2003 disagreed that
salary is more important than a company’s social
and environmental reputation when deciding
which company to work for.
And a KPMG survey found that among workers
who feel their bosses lack integrity, only 20%
would recommend the workplace to recruits.
In comparison, 80% of the respondents who
believed their company had strong ethics
would recommend their organisation.
5
“Pride in one’s
employer is a grossly
underestimated factor.
Of course there is a
lot of talk about pay
and conditions, but
don’t forget the dinner
party factor.”
HR Manager,
Ashridge/WBCSD survey
Skilled people are becoming business’
most valuable resource, and a sustainable
development perspective may prove to
be a vital component in a leader’s set
of competencies.
Major differences have emerged in recent years
between the market value of companies and the
book value of their physical assets. This gap is
typically explained by the increased importance of
intangible assets – the value of a company’s people,
its brands, its relationships and its ways of working.
As people matter more to business success, the
competencies that companies seek are becoming
increasingly related to the management of
relationships – to people’s ability to network, to
partner and to innovate. These skills may go far
beyond the immediate requirements of a functional
position, to a new recruit’s ability to support the
entire company in the longer-term.
But where can such flexibility and creativity be
found? One rarely considered source is those people
with a strong awareness of social and environmental
issues. Some HR managers believe that these
individuals possess a powerful understanding of
the challenges facing business today, and frequently
command the skills to engage with a wide diversity
of institutions and people – including other
businesses, governments, universities and not-for-
profit organisations, as well as cross-functional
teams in their own companies.
As one HR manager recently commented,
“A sustainable development mindset pushes us
to be better – it has encouraged a focus on
performance, a consistent eagerness to improve
and continual learning.”
Weighing up the evidence
But do these arguments add up? Most importantly,
how do they affect your company and its recruitment
challenges?
In thinking about these issues, consider the following
questions and examine the case studies on the
following page.
Does your business need individuals with a strong
capacity to build relationships with a wide range
of stakeholders?
Are applicants really concerned about the ethics
of your company and its social and environmental
impacts; or do candidates only care when a buoyant
employment market gives them the luxury to pick
and choose?
Are these concerns relevant for your business, or
just for other companies in more controversial
product sectors?
Is social and environmental screening only evident
amongst the graduate intake, or are these values
also significant for senior recruits?
“We want an organisation made up of inquisitive
people, for we are seeking innovation, constant
improvements in the way people do their jobs, in all
areas of the business. Conducting business as usual
does not belong in an inquisitive culture.”
Walking the Talk, WBCSD
6
Approaches to success
In 2000, the aluminium and packaging company, Alcan, decommissioned
a 91-year-old smelter in Kinlochleven, Scotland. To prepare for the
closure, Alcan worked alongside its employees and the wider community
to explore future opportunities for the region.
Alcan began an intensive stakeholder engagement initiative six years
prior to the actual closure. Working with the local community and
development agency, it donated land and buildings to the village to
help its residents create alternative jobs. Its stakeholder engagement
also laid the foundation for the development of eco-tourism in the region.
Deloitte Touche Tohmatsu (DTT) and its member firms use their
worldwide Multiculturalism and Inclusion Initiative to demonstrate
by their actions that they understand, value and benefit from the
different backgrounds of their people.
In the United States, the US member firm set up the Initiative for the
Retention and Advancement of Women in 1993. The programme aimed
to create equal access to career building opportunities with progress
towards the Initiative’s goals incorporated into senior management
targets. Another goal was to provide women – and men – at the US
member firm with the support they need to manage their careers,
families and personal pursuits successfully.
As a result, the percentage of female partners, principals and directors
has grown from 6.5% in 1993 to 17.2% in 2004 – the highest proportion
of women partners, principals and directors among the Big Four
accounting firms in the US, according to Public Accounting Report‘s
2004 Annual Survey of Women in Public Accounting.
Founded in 2001, Helping Hands is part of EDF Energy’s Employee
Community Involvement Programme, and encourages all staff to take
advantage of two days of paid work time to get involved in community
projects. In 2004, more than 1,700 employees participated in Helping
Hands, contributing more than 18,000 hours to community initiatives.
Staff undertook 57 team challenges benefiting 20 schools and two
community farms.
The programme has been enthusiastically received across all areas of
operation, and 85% of those who participated say they feel better
about working for the company as a result.
Making sustainable development
part of the employment value
proposition
7
CASE
STUDY
Assessing how workforce diversity
contributes to performance
CASE
STUDY
Working in partnership with
employees and communities
CASE
STUDY
Employees are motivated by a complex mix of rewards. These range
from financial security and bonuses to promotion and peer recognition,
and from taking on new challenges to making a difference to the
things they care about.
The challenge for HR managers is to create the opportunities and incentives
that maximise employee contributions to corporate performance – to help
the company make the most of its people’s talents.
In particular, if people can be motivated to learn on a continuing basis,
this can add immense value by enhancing the overall adaptive capacity
of the organisation – its ability to respond quickly and flexibly to changes
in its operating environment.
How, then, can a sustainable development perspective encourage
employees to make a productive contribution to their company, the
challenge illustrated by the cartoon below? And if a business has bought
into the idea of sustainable development, how can its
HR managers ensure that employee incentives are
closely aligned with these wider objectives?
Creating incentives for
exceptional performance
8
Sustainable development commitments
and programmes can motivate employees
to perform to their highest potential.
If company and employee values are aligned –
with the company operating ethically, providing
a suitable work-life balance and clearly
demonstrating a concern for health and safety –
then staff morale and commitment will increase,
reducing staff turnover and boosting productivity.
The 2002 GlobeScan International survey showed
that eight in ten people who worked for a large
company felt greater motivation and loyalty
towards their jobs and companies the more
socially responsible their employers became.
Research by MORI for a major financial brand
found that 70% of staff who were committed to the
values of the company said that their productivity
had increased in the past year. In contrast, among
those staff who were not committed to the company,
only 1% had improved their productivity.
And the evidence suggests that employees will be
far more effective learners if they go to work with a
sense of purpose, feel that they are working within
a supportive learning environment, and have the
opportunity to turn their commitments into
productive action.
Other data suggest that individuals who
participate in community development partnerships
and programmes are highly motivated by the
experience. For example, a survey from the
Corporate Citizenship Company indicates that
employees who are involved with community
programmes are significantly more likely to
recommend the company, stay with it, and be
motivated in their jobs. People can also learn
from community partners and contribute new
knowledge and leadership skills to their company.
9
Achievement: the sense that work will lead to fulfilment
through the accomplishment of work goals.
Advancement: the sense that good performance will be
rewarded by added responsibility, status or promotion in
the organisation.
Belonging: the feeling of fulfilment, pride and loyalty
obtained by working with other people on common
challenges.
Challenge: the sense that work activities will be exciting
and stimulating.
Contribution to society: the feeling that work makes a
worthwhile contribution to society, adding meaning and
purpose to everyday actions.
Involvement: the sense of ownership over work objectives
arising from the freedom to act under one’s own initiative
and to participate in decisions.
Financial reward: the sense that good performance will be
rewarded by greater financial benefits.
Growth and development: the sense that new capabilities
will result from participation in work activities.
Intellectual interest: the sense that work activities will
coincide with personal areas of interest.
Job security: the sense that good performance will lead to
a more longer-lasting work opportunity.
Pride in organisation: the sense of pleasure taken in
associating with the organisation, based on its reputation,
culture and policies.
Recognition and respect: the sense that contributions will
be acknowledged and appreciated by colleagues.
Responsibility: the care and commitment flowing from the
management of people and involvement in decisions.
Work environment: the sense of well-being produced by
the physical surroundings of the workplace.
Sources of employee motivation
Source: Helping People Learn, CIPD, 2004
10
Employee targets and incentives need to
be aligned with the goals of sustainable
development.
Many companies have adopted an approach to
business that recognises the role of social and
environmental issues in enhancing commercial
performance; their leaders argue, for example,
that it can strengthen their reputation, enhance
organisational learning and boost operational
efficiency.
But if this strategy is to succeed, employees need to
see the sustainable development objectives clearly
reflected in their personal targets and rewards.
Performance appraisal must take into account the
contribution of individuals and teams to longer-
term social and environmental goals as well as
short-term financial objectives. For example, if all
the bonuses for a procurement team are dependent
on achieving lowest cost contracts, it will be no
surprise if they display little interest in the working
conditions of the supplier base.
One HR manager has noted the approach taken
in their company: “All employees have an agreed
contract with HR. It is monitored with performance
bonuses based on economic, social and
environmental performance. It sends a signal.”
Weighing up the evidence
But do these stories stand up to scrutiny? The published
data on the motivational impact of sustainable
development is almost uniformly positive, but does it
ring true for your company? And how can you bring staff
incentives in line with your company’s wider objectives?
In thinking about these issues, consider the following
questions and examine the case studies on the
following page.
Do sustainability values inspire future leaders
in your company, or are such issues essentially
irrelevant to productivity?
What are the most effective ways in your
company to incentivise performance in line with
its sustainable development objectives?
What are the right measures and indicators to
assess the success of individuals and teams in
contributing to sustainable development?
How can you use the knowledge of the HR
department – and, in particular, your understanding
of skills and working practices across the
organisation – to encourage managers to
incorporate social and environmental issues
in business scorecards and incentives?
“My key objective for the future is to motivate
employees. It will be necessary to find synergies
with everything else going on in the company.”
HR Manager, Ashridge/WBCSD survey
11
Approaches to success
Severn Trent, a provider of water, waste management and utility
services, became involved with the Cromford Venture Centre in the UK
following a visit in 1995. The visit highlighted economically depressed
areas that had been affected by the national downturn in manufacturing.
The Venture Centre was founded upon the belief that young people
respond positively to opportunities for self-development if they are
offered in surroundings that provide a stimulus for new activities and
experiences. The company could see that the Centre would be the ideal
catalyst to help disadvantaged young people improve their prospects.
Severn Trent decided to build a strong relationship with the Centre,
making an effort to understand its objectives and needs, and to involve
Severn Trent employees as fully as possible at every opportunity. Severn
Trent has a network of senior and middle managers who champion and
support its Group-wide Employee Volunteering Programme. Employees
from a variety of companies within the Group have volunteered their
own time to the Venture Centre in various guises, including fundraising.
SC Johnson’s strategy to improve its environmental impact is based on
being selective in the materials the company purchases to manufacture
its products. The company’s approach is to classify and screen the
ingredients used in all its products, and use the information to make
measurable improvements in the company’s ecological footprint.
The company’s Greenlist™ provides an environmental rating for all
ingredients used in its products and is used by all its chemists. Annual
Greenlist™ goals are tied to the bonuses of people at officer and
management level – the people who manage and impact the process
directly. Further bonuses to achieve Greenlist™ goals by raw material
category are set within the relevant R&D group and linked to annual
merit increases.
Novo Nordisk’s TakeAction! programme aims to integrate and embed
a sustainable development mindset and culture in the organisation.
It informs, supports and inspires employees to engage in voluntary
work within Novo Nordisk’s therapy areas.
To many Novo Nordisk employees, this approach to sustainable
development contributes to their job satisfaction and supports their
decision to remain with the company. In Novo’s annual survey, eVoice,
employees are asked whether environmental and social issues are
important for the future of the company. In 2004, the average response
was 4.2 on a scale from 1-5, with 5 being the highest score.
Building awareness of the
company’s sustainable
development commitments
and performance
CASE
STUDY
Incorporating sustainable
development in performance
evaluation, remuneration and
personal development plans
CASE
STUDY
Inspiring people to learn in
partnership with NGOs and local
communities
CASE
STUDY
Enhancing critical competencies
Companies must continually enhance their workforces’ skills to
respond to the emerging demands of customers, investors and
society as a whole – requirements that change with the ways that
people live and work.
The challenge for HR managers is to clarify the competencies required
to deliver the company’s strategy, as well as to cope with changing
competitive circumstances.
Success will depend on identifying the most effective means of building
these competencies, whether through formal training programmes,
mentoring, peer-to-peer learning, or involvement in community
programmes.
Amidst this variety of approaches to building employee skills, illustrated
in the cartoon below, what then is the value of learning programmes
on sustainable development? And who should be the target of
these initiatives?
12
Sustainable development provides a fresh,
invigorating, perspective of the world, which
can foster innovative approaches to a variety
of business problems.
Training in social and environmental dilemmas
builds skills which are relevant in many situations –
from leadership and team-working, to negotiating
and problem-solving. As the box on this page
shows, a sustainable development perspective
informs the way people think and act in critical
business areas.
Competency
Theme
Strategy
Sense-making
and planning
Stakeholders
Managing
relationships
Leadership
Creating
change
Competency
Element
External
Context
Internal
Focus
Stakeholder
Approach
Dialogue and
Partnership
Learning
Action
Understanding (Know-what)
Essential knowledge and skills (know-what)
Understanding the local and global context
in which your organisation operates,
including the most significant opportunities
and risks that it faces.
Understanding how your organisation can
respond to the opportunities and risks for
greatest business and social
value.
Understanding why a stakeholder approach
is essential to your organisation’s long-term
success.
Understanding how to engage with
stakeholders in order to foster co-learning
and build effective relationships.
Understanding the competencies you need
to help your organisation deliver its strategic
objectives.
Understanding the most effective approaches
to influencing others and creating change in
your organisation in line with its strategic
objectives.
Experience (Know-how)
How understanding is translated into
practical action (know-how)
Prioritising issues in terms of the level of
opportunity and risk they present to the
organisation, now and in the future.
Formulating strategic objectives that address
the organisation’s opportunities and risks,
supported by business cases, resources and
champions to put them into practice.
Determining who your stakeholders are,
how the organisation affects them, and
what they think about the organisation.
Engaging in dialogue with stakeholders and
responding to their legitimate concerns in a
transparent and effective fashion.
Developing and participating in learning
and development processes that support
the organisation’s strategic objectives at
personal and team levels.
Demonstrating personal commitment to
the principles and values of sustainable
development, encouraging and enabling
others to make this a focus of business action.
Attitudes
Personal values and
ways of working
Broad view:
The importance you
attach to balancing
environmental,
social and economic
value.
Inclusive approach:
The importance you
attach to responding
to the needs and
aspirations of all
people affected by
your activities.
Long-term
perspective:
The importance you
attach to recognising
the interests and
rights of future
generations.
One HR professional has confirmed the
opportunities: “We run our classes in business
ethics where managers are encouraged to take the
larger ethical view of situations. Our training is also
about helping people to share a problem early so
that it can be tackled before it gets big…the worst
thing an employee can do is carry the burden
themselves.”
Sustainable development competencies
The University of Cambridge Programme for Industry’s (CPI) Competency Map is a simple and robust model of the
core competencies that are required by people to integrate a sustainable development perspective into their work.
13
14
Sustainable development knowledge and
skills should be spread widely across the
organisation using a variety of approaches.
It is vital that the values and strategy of the
business be understood and accepted by as many
employees as possible.
This does not imply that learning should be
uniform. Specialist responsibilities – for example,
to assess labour conditions in global supply chains
– will normally be assigned to particular individuals,
and will require specific training and development
programmes. And different business functions –
from marketing to finance to risk management –
may also need to have the corporate sustainability
vision phrased in the language and culture of the
function.
But a common perspective is invaluable.
As one HR manager explained,“For sustainability
to be fully part of the business, it needs to be part
of the business model. There is a sustainability
liaison committee that ensures that it is integrated
across all divisions and functions…it helps us to
understand the main challenges for the whole
company going forward.”
A survey of HR managers by Ashridge for the
WBCSD has recently suggested that executive
development remains the most obvious route to
building a workforce more attuned to a company’s
environment. One HR manager has confirmed:
“Leaders receive a lot of training and development
in this company. We continue to develop values
and emotional intelligence in leaders, intellectual
scanning, the ability to spot dilemmas in the
community and in the business, and cultural
awareness.”
Weighing up the evidence
It is critical to build the competencies of people in
your organisation. But do sustainable development
perspectives and skills address your company’s needs
for learning? And how can you capture the attention
of departmental managers?
In thinking about these issues, consider the following
questions and examine the case studies on the following
page.
What are the competencies required for success in
your company?
Will training in sustainable development help to
deliver the innovation and learning your company
needs to improve performance in the long-run,
as well as deliver immediate business objectives?
How can you encourage other colleagues – often
under immense operational pressure – to address
the company’s requirements for staff development?
“Formal training programmes are still king, but
the value of peer-to-peer learning and community
involvement is increasingly recognised.”
HR Manager, Ashridge/WBCSD survey
15
Approaches to success
When Vodacom was granted its cellular telecommunications licence in
the early 1990s, one of the conditions was that the company had to
deploy 22,000 subsidised public cellular telephones in under-serviced
and rural areas which had limited or no access to fixed-line services.
To reach this goal, Vodacom set up stationary phone shops or kiosks
with multiple lines, all connected to Vodacom’s existing infrastructure
through a wireless link.
When the project began, Vodacom went to communities to find
interested individuals who were used as part of the deployment strategy.
These individuals were given support through, among other things,
business training. Ten years later, Vodacom still provides training and
has introduced an incentive programme based on the phone activity
and revenue generated by each phone.
KPMG UK has undertaken a series of initiatives to embed responsible
consumption in the organisation. It has concentrated on its supply chain
and the development of staff awareness through education and training.
Supporting the central team, a network of responsible consumption
coordinators in each UK office acts as a catalyst for change. A reward
system, whereby savings made from reductions in consumption are
shared with the staff-selected charity, motivates employees to bring
forward innovative ways to reduce consumption. Training each
coordinator and providing toolkits to support their efforts has
established a group of highly effective local change agents, supporting
and reinforcing the structural changes taking place in the firm.
The carpet manufacturer, Interface, has learned the importance of
making sustainability a ‘whole company’ approach. Sustainability has
been built into all business decisions – from the raw materials it sources
to the way the company reclaims its customers’ used products. The
company based its strategic orientation on a sustainability framework,
which included the elimination of waste and of harmful emissions, the
sole use of renewable energy, adopting closed loop processes, using
resource-efficient transportation, energising all stakeholders around
the vision, and redesigning commerce.
To ensure this strategy is implemented, all employees have been trained
in the principles of systems thinking, and are required to examine the
impact of their work and how they could work more sustainably.
Identifying sustainable
development competencies
CASE
STUDY
Working in partnership to build
sustainable development
competencies
CASE
STUDY
Generating learning across the
organisation
CASE
STUDY
So what does sustainable development
mean for HR managers?
•Competitiveness
•Quality of life
•Employment
•Economic development
•Equity
•Environmental protection
•Biodiversity
•Price
•Functionality
•Convenience
•Brand loyalty
•Values
•Risk management
•Innovation
•Brand strength
•Growth opportunities
•Cost control
Several issues stand out. The strategy and tactics adopted
must be achievable by the HR team within its budgetary
constraints and the skills, experience and interests of its
people.
But, more than this, the HR strategy must respond to the
wider environment in which the company is operating:
Reflecting and inspiring the ambitions of the HR
team and other employees;
Aligning with the company’s strategy, values and
culture;
Helping to deliver sustainable returns to investors;
Helping to address customer needs;
Identifying and responding to emerging societal
trends;
Responding to governmental and regulatory
expectations, and influencing the public
policy agenda.
You will have your own priorities – issues that reflect
the particular objectives and working practices of your
company, and other aspects of its competitive and
regulatory environment.
But to help you get started, the table opposite highlights
some introductory issues and questions relating to some
of the core responsibilities of HR managers: recruitment,
incentives and competency development.
The HR environment
Government
Communities
Customers
Investors and
shareholders
Company
Employees
You
•Vision
•Strategy
•Competitive position
•Management priorities
•Ways of working
•Pay and conditions
•Peer recognition
•Pride in the company
HR Function
•Recruitment
•Motivation
•Training and development
How can the challenges, comments and case studies outlined in this briefing help to inform the development and
implementation of a robust HR strategy – an approach that reflects commercial realities, not to mention the practical
challenge of being understood and accepted by people throughout the company?
16
Planning for change
Communities and
Government
Which competencies will
deliver value to society?
What are the key
diversity issues?
What are key employee
benefit issues?
What are the most
significant social and
environmental benefits
to which the company
could contribute?
Recruitment
Integrating sustainable development issues into the
recruitment process.
Monitoring the long-term competency requirements
for your company.
Providing new employees with information about
sustainable development policies and commitments.
Using recruitment procedures which support the
equitable representation of applicants and recruits in
terms of gender, age, racial and ethnic groups, sexual
orientation, disabled people and other relevant groups.
Incentives
Incorporating social and environmental considerations
within the company’s performance management and
appraisal systems.
Identifying and supporting an appropriate work/life
balance.
Encouraging employees to participate in corporate
community involvement programmes.
Competency development
Including social and environmental issues within
employee training and development programmes –
at all levels, from technical health and safety
considerations on the shop floor, to strategic
sustainability issues at executive management
and board level.
Ensuring that training programmes consider the
business risks and opportunities from sustainable
development and how to identify them.
Identifying the most effective means of building
sustainable development competencies – for different
business functions and different levels of seniority.
Employees and Company
Are sustainable development
issues included in job
descriptions and assessment
materials?
Has the company identified
key sustainable development
competencies?
Are sustainability issues
included in induction
materials?
Are monitoring systems in
place to ensure that the
workforce is representative
of the communities in which
it operates?
Are monitoring systems in
place?
Are initiatives in place to
promote an appropriate
work/life balance within the
company? Are systems in
place for employees to
contribute to decision-
making processes?
Are employees involved in
discussing the company’s
choice of community
programmes?
Are sustainability-related
training programmes in
place?
Do training programmes
cover the full range of social,
environmental and economic
risks and opportunities?
Which learning approaches
are most effective in diverse
parts of the organisation?
Investors and
Shareholders
Which competencies will
improve productivity and
deliver innovation?
Is the company at risk of
reputational damage or
legal challenge?
Are executive bonuses linked
to social and environmental
performance?
How do employee packages
contribute to financial
performance?
What are the financial
opportunities from enhanced
training in sustainable
development?
Customers
Which competencies
will enhance the value
of the customer
proposition?
Which training
programmes will
enhance the value
of the customer
proposition?
17
As the language of sustainable development enters the business
mainstream, the responsibility for managing social and environmental
issues is slowly shifting from the corporate fringe to an important
business function.
Sustainable development specialists (and those with equivalent positions
or responsibilities) are no longer just responsible for the management
of philanthropic initiatives, community engagement programmes or
environmental impact assessments.
Instead, in leading companies, these managers are expected to act as
agents of change: to develop the structures, systems, ways of working
and personal values that will support the organisation’s sustainable
development objectives; and to encourage others in the company to
act as enthusiastic agents of change.
This functional briefing (and others in the series) clearly doesn’t provide
a complete solution – this is the first step in developing a comprehensive
business case for functional specialists. However, the briefings do provide
a series of questions with which to trigger conversations across your
company and influence its future direction.
18
Guidance for the sustainable
development manager
How the brief was prepared
This briefing was developed to provide both supporting materials for BEP’s
Senior Executives’Seminars and as part of WBCSD’s Capacity Building
programme, which provides tools and training to help companies
implement sustainable development initiatives across their operations.
The functions chosen for this briefing were selected by sustainable
development managers themselves – identified as the critical enablers and
blockers of change at a workshop held by CPI.
The briefing was developed through a range of interviews, cross-industry
workshops and research, including an Ashridge report prepared for the
WBCSD’s Accountability and Reporting programme. The briefing was
reviewed by individual company members of WBCSD, partners of CPI,
and alumni and core faculty of BEP.
We would like to thank everyone who contributed their ideas and comments,
and in particular those who shared their experience in the consultation
sessions and interviews. If you are interested in hearing more about these
leading companies and how they are moving sustainable development into
the mainstream, please contact CPI, WBCSD, or the following members of the
WBCSD Capacity Building programme.
Karin Ireton: KIreton@angloamerican.co.za
Dawn Rittenhouse: dawn.g.rittenhouse@usa.dupont.com
David Russell: darussell@dow.com
Mark Wade: mark.wade@shell.com
The briefing is released in the names of BEP, CPI and WBCSD. Although the
briefing builds on the experience of each organisation, the views expressed do
not necessarily reflect those of every member company, partner or associate.
Using the briefing
From discussion with our networks and members, we
expect the briefing to be used in a number of ways and
we look forward to hearing about your experience:
As a tool to raise awareness and deepen
understanding of sustainable development
issues in the HR function. The briefing can be
distributed directly to functional managers as a
stand-alone awareness-raising tool.
As a resource to build bridges between
sustainable development specialists and the
HR function. The briefing can provide the basis of
a dialogue with the HR function to discuss issues
and opportunities for the promotion of sustainable
development.
As a source for company training materials.
The briefing can provide the supporting information
or evidence for bespoke company training materials.
(Reasonable reproduction of material included in
the briefing is accepted by all parties, but the source
document should be referenced in all cases.)
As a component of staff development
programmes. The briefing can be used as
preparatory or take-away reading material for
staff development programmes on sustainable
development in the HR function. Alternatively,
specific elements of the briefing can be used as a
source for parts of your development programmes.
As a resource for strategy planning. The briefing
can be used by business leaders (with or without
the direct support of sustainable development
professionals) to inform the strategic development
process within the HR function.
A range of other materials can be used alongside the
functional briefing. The diagram below highlights just a
few of the learning materials and programmes available
from BEP, CPI, WBCSD and elsewhere, which can help
at each stage of the process of organisational change.
The diagram also indicates some of the companies
with emerging experience in the implementation of
sustainable development programmes.
Sustainable development resources
19
Embedding
sustainable
development in
the organisation
Deepening knowledge
and understanding of
sustainable development
Raising awareness and interest in
sustainable development
Company and professional experience
Alcan, Alcoa, Anglo American, Ashridge, Caterpillar, CIPD, Dupont, EDF, ERM, DTT, Finnforest
Corporation, Heidrick and Struggles, Heineken International, Hoffman La Roche, IMD,
Interface, KPMG, Norsk Hydro, Novo Nordisk, Shell, Sony, STMicroelectronics, Stora Enso Oyj,
SC Johnson, Severn Trent, Statoil, Swiss Re, Syngenta, Vodacom.
Management systems
• Global Compact
www.unglobalcompact.org
• Global Reporting Initiative
www.globalreporting.org
• SIGMA guidelines
www.projectsigma.com
• Greenhouse Gas Protocol
www.ghgprotocol.org
The business case
• Walking the Talk
www.wbcsd.org
• Conversations with Disbelievers
www.conversations-with-disbelievers.net
• WBCSD case study library
www.wbcsd.org/web/casestudy.htm
• Sustainability through the market
www.wbcsd.org
The facts and figures
• Background Briefings
www.cpi.cam.ac.uk/bep
• Tomorrow’s Markets
www.wri.org
Bespoke/specialist programmes
• WBCSD sector projects e.g.
mining, forestry, cement
www.wbcsd.org
• Postgraduate Certificate in
Cross-sector Partnership
www.cpi.cam.ac.uk/pccp
• CPI customised leadership
programmes, learning
evaluations and learning
laboratories
www.cpi.cam.ac.uk
Learning networks
• Advanced Diploma in
Sustainable Business
www.cpi.cam.ac.uk/slns
• BEP’s Senior Executives’Seminars
www.cpi.cam.ac.uk/bep
• WBCSD Capacity Building
programme e.g. learning by
sharing and young managers team
www.wbcsd.org
Getting started
• Chronos
www.sdchronos.org
• Functional Briefings
www.wbcsd.org
www.cpi.cam.ac.uk
• WBCSD Learning modules
www.wbcsd.org
Chronos, the e-learning
tutorial from CPI and
the WBCSD makes
sustainable development
relevant and meaningful
to the everyday work of
employees by equipping
them with the competence
and knowledge they need
to deliver on corporate
priorities
The University of Cambridge’s
Advanced Diploma in
Sustainable Business is a
practical business programme
that focuses on implementing
the principles of sustainable
development in ways that
allow companies to remain
innovative and competitive
whilst moving their
organisations towards socially
responsible business practices
A series of Background
Briefings from HRH The
Prince of Wales’s Business
& the Environment
Programme (BEP) provides
essential data on the status
and trends for the global
stocks of natural, human,
social, manufactured and
financial capital, and the
response to date from
business, government
and civil society.
Walking the Talk: The
Business Case for Sustainable
Development includes case
studies and personal
interviews with leading
industrialists; it makes the
case that the solving of
environmental and social
problems is essential for
future growth.
Learning programmesTools and materials
Printed on Revive Silk: NAPM accredited. 75% of furnish made from 100% de-inked post customer waste.
Combination of Totally Chlorine Free and Elemental Chlorine Free. Printed using waterless technology (no water or alcohol used) and vegetable-based inks.
HRH The Prince of Wales’s Business
& the Environment Programme
HRH The Prince of Wales’s Business & the
Environment Programme (BEP), which is run
by the University of Cambridge Programme
for Industry, was established in 1994 by
HRH The Prince of Wales.
The Programme helps senior executives
explore the business case for sustainable
development and integrate sustainability
principles into their organisations. Business
leaders and representatives from the public
sector and NGOs participate in one of the
Seminars held each year in Cambridge,
New York, Salzburg and Cape Town.
The Programme has introduced over 1,000
executives from over 400 organisations in
more than 30 countries to the sustainability
debate. They then become members of
an active and influential alumni network.
The Programme is sponsored globally by
ABN Amro, BP, Cisco, Ford Motor Company,
International Finance Corporation,
RWE Thames Water, Shell International,
Unilever and Vodafone.
Regional partners in Europe are BAA,
Barclays, Enviros Group and National Grid
Transco; and in Southern Africa are Anglo
American, Barloworld, Engen Petroleum,
Development Bank of Southern Africa and
SC Johnson.
www.cpi.cam.ac.uk/bep
The University of Cambridge
Programme for Industry
The University of Cambridge Programme
for Industry (CPI) provides leadership
development programmes and learning
services for senior individuals and major
organisations around the world. Its focus
is on developing capacity within business,
governments and civil society to respond
to contemporary societal challenges.
CPI’s expertise lies in understanding how
people learn and in developing learning
processes that can change individuals and
organisations in ways that will move society
towards sustainability. Its programmes draw
on world-class contributors from academic,
policy and practitioner circles and its active
alumni networks provide a vehicle for ongoing
debate and development. CPI collaborates
with academic and other partners and its
work is underpinned where relevant by
applied research.
The work of CPI supports the mission of
the University of Cambridge, which is to
contribute to society through the pursuit
of education, learning and research at the
highest international levels of excellence.
www.cpi.cam.ac.uk
The World Business Council for
Sustainable Development
The World Business Council for Sustainable
Development (WBCSD) is a coalition of 175
international companies united by a shared
commitment to sustainable development
via the three pillars of economic growth,
ecological balance and social progress.
Our members are drawn from more than
30 countries and 20 major industrial sectors.
We also benefit from a Global Network of
50+ national and regional business councils
and partner organizations.
Our mission is to provide business
leadership as a catalyst for change toward
sustainable development, and to support
the business license to operate, innovate
and grow in a world increasingly shaped
by sustainable development issues
Our objectives include:
Business Leadership – to be a leading
business advocate on sustainable
development.
Policy Development – to participate in policy
development to create the right framework
conditions for business to make an effective
contribution towards sustainable
development.
The Business Case – to develop and
promote the business case for sustainable
development.
Best Practice – to demonstrate the
business contribution to sustainable
development solutions and share leading
edge practices among members.
Global Outreach – to contribute to a
sustainable future for developing nations
and nations in transition.
www.wbcsd.org
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Published by Canadian Center of Science and Education 33
Human Resources Empowerment and Its Role in the Sustainable
Tourism
Fateme Tohidy Ardahaey (Corresponding author)
PhD student, Department of Cultural Management, Science and Research Branch
Islamic Azad University, Tehran, Iran
E-mail: ftohidy@yahoo.com
Hamid Nabilou
MA in business management, Department of Business Management, Central Tehran Branch
Islamic Azad University, Tehran, Iran
Received: May 27, 2011 Accepted: July 27, 2011 Published: January 1, 2012
doi:10.5539/ass.v8n1p33 URL: http://dx.doi.org/10.5539/ass.v8n1p33
Abstract
During the last decades, the tendency of tourism sector development has been manifested obviously, considering
training and empowering human resources involved in this industry, especially in the most industrialized
countries. This research aims to study the role of human resource empowerment in the development of tourism
industry. After clarifying the concept of empowerment, its importance and its role in sustainable development,
the objectives of tourism industry and winning customers’ satisfaction in tourist environments by means of
enhancing job satisfaction, innovation and creativity at work, problem solving,… are determined.
The results from the research showed that the present organizations across the world have some strong tendency
to empower their personnel to increase efficiency and improve working systems. It was also suggested that the
management and personnel would better have short term, long term and professional training courses in order to
better perform their tasks.
Keywords: Tourism industry, Human resource empowerment, Sustainable tourism, Training
1. Introduction
The concept of sustainable development was first given prominence at the UNCED (United Nation). In 1987,
Sustainable Development was defined by the world commission on the Environment and Development (in the
Brundtland Report) as “development that meets the needs of the present without compromising the ability of the
future generations to meet their own needs” (Note 1). Unfortunately this definition remained vague and little
guidance was offered on how countries could develop coherent sustainable development polices (Note 2).
There are a myriad of definitions for Sustainable Tourism, including eco-tourism, green travel, environmentally
and culturally responsible tourism, fair trade and ethical travel. The most widely accepted definition is that of the
World Tourism Organization. They define sustainable tourism as “tourism which leads to management of all
resources in such a way that economic, social and aesthetic needs can be fulfilled while maintaining cultural
integrity, essential ecological processes, biological diversity and life support systems.” In addition they describe
the development of sustainable tourism as a process which meets the needs of present tourists and host
communities whilst protecting and enhancing needs in the future (World Tourism Organisation 1996).
Sustainability in factors such as social, environmental and economic balance in the long run is a vital concern of
the present private and state organizations. Entering the twenty first century, this has become even more critical
for modern societies.
One of the most important issues in everlasting progress of an organization or any business is the human
resources involved in the businesses. Taking into account the constant achievements of organizations like Coca-
Cola, Kodak, Intel, Phillips and the experience of countries that have been successful in tourism industry in the
past few decades proves the core of their constant progress has been the evolution of their empowered human
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resources. Considering the multidimensional objectives set to develop the tourism industry, the human factor is
of the most crucial element in attaining these objectives and the unrelenting success of these organizations.
2. The Importance of Empowerment
Restructuring of the global economy is the main factor affecting the future of sustainable development, major
changes are needed in the human behavior, in the system of values and life style. Empowerment has been
described as a venue to enable employees make decisions (Bowen & Lawler, 1992) and as a personal experience
where individuals take responsibility for their own actions (Pastor, 1996). The first definition puts the onus on
management, and the second emphasizes the importance of the individual for successful application of
empowerment. Whereas, earlier research focused on empowerment as a set of management practices to delegate
authority (discretionary empowerment) (Blau & Alba, 1982), recent research has centered on psychological
empowerment, focusing on employee experience (Corsun & Enz, 1999).
Empowerment research in hospitality and tourism is very limited (Erstad, 1997). Managerial interest in
employee empowerment in the hospitality industry has been associated with gaining competitive advantage
through improvements in service quality (Hubrecht & Teare, 1993). Fulford and Enz (1995) suggested that
different subject groups in the service industry should be studied to learn more about the concept and practice of
empowerment.
Going over the accomplishments of the developed countries, institutions and great corporations in the world
reveals the fact that the innovative, expertise and motivated human forces and the way they are organized are the
propelling forces behind all these achievements. A glimpse at the improvements in offering generous supports,
services and hospitality of countries such as France, Spain and Turkey available to tourists in recent years proves
that the human resources are the key factor.
In today’s competitive world, for any industry to survive and ceaselessly grow, creative empowered human
resources are the central pillars and in fact the real assets of any organization. This progress would have been
impossible without the skilled empowered human farces.
One of the most obvious obsessions of the present day businesses is the ability to employ and bring to together
talented manpower who are in turn able to bring about changes in the organizations they work for, In fact, in a
successful organization there is a combination of knowledgeable and well-endowed groups of people who feel
they belong to the same family and by working passionately and ingeniously apply their experience and
knowledge in teamwork to add prosperity and success to their organizations. Assuming responsibility, teamwork
spirit, problem solving talents, bringing about change and variety, innovation and creative thinking and making
proper decisions are of the most important characteristics of noble empowered human resources that are the
prerequisite requirements of any business to remain consistently successful in the present era.
3. Empowered Human Recourses Functions
The role that empowering human resources can play in tourism industry to sustain a constant success in different
frameworks can be outlined as below:
Providing standard services in tourist resorts and sights to satisfy the customers;
Providing services according to the requirements of tourists;
Better communication between the personnel themselves and the personnel and the management;
Increasing job satisfaction and having a dynamic workplace within the tourist environments;
Increasing productivity and efficiency of the private and public personnel involved in tourism
industry;
Taking advantage of creativity and innovation while working;
Feeling the sense of belonging to the organization and doing teamwork;
Improving the quality of doing the work
Enhancing the services provided to the tourists in the tourist environments;
Lowering the costs and increasing profitability of businesses involved in tourism;
Improving the power of decision making within the personnel;
Reaching the long term and short term goals set in tourism industry to earn more currency exchange
and improve economic development.
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4. The Objectives of Tourism Industry
Tourism industry is the most cultural issue of economy. Economic experts believe that tourism is only a part of
the economy, which is greatly tied up with culture, because on one hand it provides desirably the introduction of
cultures, civilizations, races, lands, tribes and different dialects with each other and on the other hand it can also
be a resource of income for different countries. As tourism economy is the best stimulus for the countries that
have a decreasing industry due to possessing a single product or limited sources of income, it is becoming one of
the largest economic realities for developing countries (Padash and Esfahani, 2008).
Today private and public tourist sectors aim at establishing fundamental transportation systems, creating tourist
attractions, purposeful promotions, economic development, investing in the standard tourist products, earning
exchange currency incomes, and planned dynamic regional and worldwide marketing. To accomplish all these
goals, human resources in public and private sectors must be empowered.
5. Winning Customers’ Satisfaction in Tourist Environments
One of the most important achievements in empowering the personnel is how to win customers’ satisfaction. In
fact, this will lead to sustainable progress in both private and public sectors (in market places, public services,
hotels and restaurants). It is related to the mission of tourist organizations in creating the right jobs, educating
and empowering the workforce in areas where tourists come and go.
In order to win customers’ satisfaction, good services must be provided. This will attract more tourists and lead
to earning more income and, as a result, the increase in revenues will, in turn, help to develop economic activity
in the region and create more productive jobs.
In most of the successful chain hotels all over the world, one of the hotel’s crew will ask the guests about their
opinions about the services available to them, whether they need extra help or everything has been directed
according to their requirements and if they are satisfied with the range of services provided. In fact these
empowered crew can be personally responsible for particular requirements of their quests or their complaints.
When the managers and personnel are authorized in the tourist environments, they can provide high quality
services at reasonable costs. They know that the satisfaction of the customers is of the most important priority.
Both public and private organizations that deal with tourists know that the provision of qualitative services to
investors and any client in economic and tourist quarters play an important role in attracting new investors and
tourists, and hence will result in the economic growth and future development of the region.
A second debate within the literature pertains to the relationship between service quality and customer
satisfaction. Satisfied customers tend to be loyal to the company and more likely to return (Greenwell et al.,
2002).
Managers in tourism strive to improve the quality of their services and the level of customer satisfaction in the
belief that this effort will create loyal visitors. Loyal visitors will return to the destination and recommend it to
others (Tian-Cole & Cromption, 2003).
Sparks and Westgate (2002) suggest that service failure can have devastating effects on an organization because
customers frequently switch to a different provider when they experience a service failure. However, among
customers who experience service problems, those who receive satisfactory resolution are more likely to remain
loyal to the service provider.
Services forces, such as taxi drivers, when briefed, can have pleasant encounters with tourists while they are
entering a tourist zone, will have a tremendous positive impact on them and this will boost sustainable progress
in the same region.
As a matter of fact, all the private and public sectors employees active in tourist environments should know that
they are all the circle of chains joined together as a strong member of a system. Their coordinated cooperation to
win tourists’ satisfaction will help the constant success in the tourism of a particular region.
6. Provision of Optimum Services to Tourists
There is no doubt that providing good services to gain advantage over other businesses in the realm of economic
activities are of the greatest factors. Tourist organizations aim at attracting tourists and entrepreneurs to tourist
resorts or historical sights by empowering the human resources in the public and private sector tourist
organizations is of the prime importance. In fact the whole burden of attracting tourists and foreign or domestic
investors to a particular region lies on the shoulders of empowered personnel who, in turn, try to provide good
services in order to make them their lifelong customers. An increase in the number of tourists and investors will
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obviously lead to improvements in employment, income and the development of the region and hence to
sustained progress.
7. Enhancing Job Satisfaction
By providing efficient services and gaining clients’ satisfaction, empowered employees will add their own
satisfaction as well. In fact those who are the master of the job and can be more responsive toward their
customers are more relaxed and feel less strain and enjoy their work and the working environment better than
any other employees. Having happy and empowered employees is a blessing for an organization and will bring
about abundance and everlasting success to it. In any position, if the employee is impotent and cannot fulfill
expectations he will become bored and eventually dragged out of the system. People who do a job uninterestedly
and work merely out of financial necessity (such as waiters in a restaurant or hotel crew) are not empowered
because they lack the motivation and may therefore, be pernicious to the whole system. For this reason,
organizations must plan to, motivate and empower their personnel if they want to succeed in a competitive
market.
8. Teamwork and the Feeling of Belonging to the Organization
The empowered management and personnel do not consider themselves separate from the system that their
organization is based on. They rather feel that what they do is a part of an integrated whole to sense the feel of
belonging to an organization or subdivisions and having common interests and objectives with others leads to
overall achievements of that particular organization and boosts the regions development. For instance, in the
whole lot of hotels, shopping centers, tourist sights and wherever visited by tourists, if people involved are
empowered by public or private organizations, the tourists or investors can have a pleasant memory from the
region and this will encourage positive promotions abroad or in the country and attract many tourists and
investors to that particular area and of course, again, it can increase employment, rapid regional development and
sustained progress.
9. Innovation and Creativity at Work
Innovation and creativity is peculiar to human individuals and societies. In the present era, innovation is the most
important criterion in corporate development. With the present rush to introduce new products and services to
the markets, the organizations that cannot cope with everlasting changes that happen every second and do not
have creative staff are bound to failure. Innovation cannot be sold or bought. It is a phenomenon potentially
inherited by all human beings. People should welcome new ideas; organizations can creatively trigger this great
hidden potential; and positive environment would motivate the personnel to think profoundly and unleash their
creative abilities.
Tourist organizations all over the world require highly innovative empowered manpower to attract tourists and
investors to their regions. Nowadays the revenue from tourism industry account for the most part of same
countries’ annual budget. They not only invest in the provision of services but also encourage tourist
organizations to employ and train innovative personnel.
Innovations in this field may take place in the following forms:
Innovations in providing high quality services;
Innovations in attracting national and international investments;
Innovations in obliging hotels and resorts to provide the best possible services;
Innovations in supervising public and private sectors to provide the tourists with the best services
possible;
Innovations in selling goods and services to domestic and foreign tourists at reasonable prices;
These innovations and creative ideas in tourist organizations will pave the way for growth, development and
sustainable progress.
10. Problem Solving
Empowering the personnel working in an organization will make them capable of finding solutions to problems
or improve the existing set-ups. One of the first effects of empowering the personnel is the changes in their
behavior for the better. These changes will naturally help to maintain a potential capacity to solve problems in
the organization. The empowered personnel, whether they work for private or state tourist organizations, can
have a holistic and cooperative outlook in detecting and shooting problems in different parts of their organization.
Spotting the problems and finding quick solutions is no easy job; only the skillful and experienced people who
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believe in teamwork can find reliable solutions to the problems that are always faced by any organization. If the
personnel are not trained and empowered to overcome difficult situations, they tend to whitewash the problems
instead of solving them and this will certainly deter the situation and puts organizations in jeopardy. Constant
growth and sustainable progress in the tourism industry can only be achieved by creative and empowered
personnel, just as in any other industry.
11. Authorization
One of the most important accomplishments resulting from empowering personnel is authorization.
Authorization will bring about ample benefits and advantages for organizations and people who are working for
them, because in this way they will be able to increase output and make the organization grow faster. By giving
authorization:
The human resources will feel free to think independently, track down the obstackles and difficulties
for themselves and therefore increase output and the quality of their work;
All the people will know what to do within the range of their authority and no one will baffled or
confused;
People who are given authorization are less prone to run into difficulties;
Inefficient personnel can be identified and sorted out;
Employees usually do teamwork and can improve their knowledge and gain more insights into what
they are doing;
The budget that is allocated to giving extra benefits and facilities can be invested in training groups
of employees to maintain an increase in output and efficiency of the organization;
Intelligent and empowered management and giving authorization to personnel may lead to constant progress in
tourist organizations.
12. Conclusion
There is a strong tendency in present organizations across the world to empower their personnel to increase
efficiency and improve working systems. In this highly competitive world, countries and private organizations
have begun to realize how innovative and empowered staff can help boost tourism industry in a particular region.
Without this, one cannot expect higher employment, currency exchange revenues, high quality services,
enhanced productivity and sustainable progress in tourist promotions to attract more tourists’ areas. There are
world wide and investment to areas worth sightseeing and entertainment.
The management and personnel must have short term, long term and on the job training. The interaction of state
owned organizations, private organizations, universities and other educational institutions, and local people can
have accelerating effects on promoting the quality and quantity of services and consequent progress in tourist
regions. The quality of services given by hotels, tourist resorts and facilities en route must be supervised by
experienced and knowledgeable managers. There must be commitments to improve such facilities without delay.
The authorities must try to inform people how to interact with foreign tourists. Some regions might still be
unexplored in relation to their potential value to absorb tourists and investors. Sometimes a new archeological
discovery can attract the attention of many tourists, provided there are enough promotions inside and outside the
country.
References
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Notes
Note 1. en.wikipedia.org
Note 2. A Usha: http://papers. ssrn. com/sol3/papers. cfm?abstract_id=955789
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