SECTION FIVE ENVIRONMENTAL ASSESSMENT SCANNING THE REMOTE ENVIRONMENT

1. SECTION FIVE ENVIRONMENTAL ASSESSMENT SCANNING THE REMOTE ENVIRONMENT Designed by Krystal Peters Supervised by Dr. DeMicco for Strategic Management in the Hospitality Industry

2. OBJECTIVES Upon completion of this chapter, you will be able to: • Understand how to scan the remote environment. • Identify value drivers. • List the roles of value drivers as determinants of causal relationships between the firm and its environment. • Estimate the timing of value driver movements and how they impact the firm and its future cash flow streams associated with key competitive methods. • Learn the role of probability theory with respect to creating managerial theories about the firm. • Apply the concepts of this chapter to the Case Study.

3. How Opportunities and Threats Recognized by Managers It is important to note that the remote environment is best thought of as the point of origination for most forces driving change that will essentially affect all activities relative to organizations and people. Read Pages 127 and 128 in the text

4. Strategic Management Model Environmental Events Remote Task Industry Firm Functional

5. Scanning the Remote Environment Scanning the remote environment requires a different approach to thinking than the convention method of thinking. Inductive Thinking Conclusions are drawn after looking at circumstances, information, experiences and other instances. Read pages 129-130 and 147-152 in the text and Article 1

6. A theory is formulated about how this pattern will affect the firm The scanner observes activities in the environment The scanner suggests a hypothesis about these patterns The activities form a pattern of events that will probably shape a trend The scanner observes activities in the environment The scanner suggests a hypothesis about these patterns The scanner confirms the observations with research A theory is formulated about how this pattern will affect the firm Comparison of Inductive and Deductive Approaches to Environmental Scanning Inductive Deductive

7. Value Drivers A value driver is an independent variable (e.g. the cost of technology) that has a causal impact on a dependent variable (e.g. firm profit). They are both tangible or intangible variables that may be internal and external to an organization. Read pages 130-133 of the text and Article 2

8. Tracking Value Drivers In order to successfully track value drivers, managers must: • Develop an understanding of key value drivers related to each category of the environment scanned • Establish a base of valid and reliable information • Provide a brief outlook on what they expect to happen to those value drivers Read page 134 of the text and Article 4

9. Tracking Value Drivers

10. Cause and Effect Relationships of Value DriversFrom the Remote Environment to the Impact upon the Firm

11. Causal Relationships Once the most important value driver has been identified and managers are familiar with their behavior over time, the next step is to identify the primary causal relationships with the internal drivers of the firm. In many cases, quite a few possible relationships exist between the internal and external value drivers. Read Pages 137 and 138 of the text and Article 3

12. The Relationship of Value Drivers and Possible Outcomes in the Remote and Task Environments of the Hospitality Enterprise

13. Estimating Future Impacts of Value Drivers Managers make guesses about the future all the time based on some belief or passion, rational analysis or, some combination of both. Tracking value drivers associated with specific events makes it much easier to estimate future probabilities. Managers can improve their theories (as outlined in the following graphic) by improving their ability to estimate probabilities for each possible scenario. Read Pages 139 and 140 in the text and Article 2 and 4

14. Likelihood of Wage Increase due to Settlement with the Union

15. Estimating Timing of Value Drivers Managers must try to understand the timing of external value drivers and how they move with the general business environment. They following graphics illustrate how this may be done. Read Pages 140-144 in the text

16. Hotel Industry Cycle Curve

17. Leading and Lagging Indicators for the Hotel industry

18. Tracking Less Quantifiable Data Tracking less quantifiable data while difficult is not impossible. This type of tracking is referred to as an event study and extensive research is often needed. The following graphic illustrated how this is done. Read Pages 144-146 of the text

19. Competitive Methods of Multinational Hotel Companies Over the Ten Year Period of Analysis Number of Competitive Methods • Direct to Consumer Marketing • Return to Core Business • Data Base Systems • Business Services • Environment / Conservation • Human Resource Programs • Revenue Max. Programs • Frequent Stay Perks • Courting Travel • Agents • Management Contract • Limited Service • Resort Brands • Going Global • Meetings Market • Service Concept • Yield Mgt. • Cost Containment • Price Discounting • Niche Marketing • Purpose of visit marketing and advertising • Brand Proliferation • Amenity Programs • Use of Technology • Frequent Stay Programs • Strategic Alliances • Computer Reservation Systems • 1985 1986 1987 1988 1989 1990 1991 1992 1993 1994 Decade of Analysis

20. True or False? 1. An opportunity discovered based on a manager's "gut feeling may create risks for the stakeholders.    True False 2. To enhance the foresight of opportunities, a manager should develop the ability to interpret and synthesize information about emerging patterns of events in his/her business environment.     True False 3. A force driving change is brought about by the combination of movement among value drivers. True False 4. Often, it is a combination of movements among value drivers that bring about strong forces driving change. True False

21. Multiple Choice Questions 1. Which statement is NOT true?   A. When scanning the remote environment, the manager must engage in inductive thinking. B. When scanning the remote environment, the manager must engage in deductive thinking. C. Managers haven't looked at the remote environment because it is so abstract. D. Managers look more closely at issues surrounding them, such as the task environment. 2. Which is an intangible value driver?   A. Disposable income B. Consumer's sense of well being C. Interest rate D. GDP

22. Multiple Choice Continued 3. Which value drivers can be measured easily?   A. Traveler's attitude B. Individual's perceptions C. Revenue and expenses D. Employee morale 4. Which is NOT a key category in the remote environment?   A. Political B. Economic C. Competitor D. Socio-cultural

23. Case StudyImpact of Remote Environmental Factors on the Hospitality and Tourism Industry Case Study can be found in the text Pages 152-159.

24. Case StudyImpact of Remote Environmental Factors on the Hospitality and Tourism Industry • The hospitality and tourism industry is considered as the industry that is competing for consumers’ discretionary income and time. Discuss the environmental factors that affect this industry in both positive and negative ways. • What lessons can we learn as an industry from these factors, and what can we do to tackle these threats and crises? • What would you recommend relative to establishing a scanning process to monitor the outbreak of infectious diseases? • Explain how you would go about establishing a causal link between the impact of a disease like SARS and the firm’s ability to maintain cash flow. • What key value drivers would be important to identify the determine a causal link to the firm? • Based on the overview in this case, provide your own theory of how you would respond as a manager to this information. • Provide an understanding of how you would estimate the timing associated with this event.

25. Possible Case Study Solutionas proposed by Krystal Peters QUESTION ONE Technological advancement in the environmental changes our lifestyle and the way that business responds to these changes by: • Providing personalized service • Shorter (or no) wait time • Improved customer service • Businesses create better, faster, stronger, products to contend with their competitors QUESTION TWO InterContinental commits to technology as one of its competitive methods to gain industry advantage by: • Offering guests some of the most advanced technology available • Featuring technology as a point of difference from existing hotels in their market • Making the technology seamless: wireless keyboards, cyber concierge, and high-speed internet access (this allows technology functionality to be a platform at InterContinental Hotel Brands • Aim to exceed technological expectations

26. Possible Case Study Solutionas proposed by Krystal Peters QUESTION THREE Challenges associated with using technology in hospitality organizations as competitive methods to differentiate among competitors and gain market share are: • Technology and the hospitality industry is constantly evolving, therefore modifications/improvements may be needed quite often • Using technology as a differentiator may cause pressure to constantly have the best technological advances available • Training staff on how to operate the technology may be a costly and ongoing process • Compatibility with other products and online services may be an issue QUESTION FOUR The key determinants behind technology advancement are: • General Need (sometimes determined by gap in the current market) • Purpose • Availability • Ease of Use • Cost

27. Possible Case Study Solutionas proposed by Krystal Peters QUESTION FIVE IHG timing its investments in technology at a time when others in the industry were not concerned with such things. It chose a four prong multi-dimensional approach (consumers, customers, franchisees, owners) and, successfully integrated it with key marketing, reservations and operating systems into a strong technology based system. The technology associated with this central reservation system became the largest transaction processing engine in the industry. This system was able to build IHG as a unique industry leader. IHG had a considerable advantage of at least ten years. QUESTION SIX There aren’t really domain differences between the corporation and the two hotels cited at the end of the case but, rather an increase in the focus within a particular domain of the last two hotels.

28. Possible Case Study Solutionas proposed by Krystal Peters QUESTION SEVEN Information that would be helpful in determining the overall demand for the technology investments IHG has made over the years are: • Environment • Current Trends • Competitors QUESTION EIGHT Information sources that would be useful in tracking developments in technology for the travel industry are: • Online booking agents • Travel subsidiaries • Hotels • Media • Competitors • Customers

29. Supplemental Readings • Article 1: Food Companies Tweak the recipe • Article 2:Jobs Data Suggest U.S. is in Recession • Article 3: The impact of the SARS outbreak on Taiwanese hotel stock performance: An event-study approach • Article 4: Delta Plots Cuts in Jobs, Domestic Routes • Article 5:Harrah’s (available on text’s website as a Case Study) http://wps.prenhall.com/chet_olsen_strategic_3/78/20064/5136447.cw/index.html • Article 6: McDonald’s (available on text’s website as a Case Study) http://wps.prenhall.com/chet_olsen_strategic_3/78/20064/5136447.cw/index.html • Article 7: Starbucks (available on text’s website as a Case Study http://wps.prenhall.com/chet_olsen_strategic_3/78/20064/5136447.cw/index.html • Article 8: Wendy’s (available on text’s website as a Case Study) http://wps.prenhall.com/chet_olsen_strategic_3/78/20064/5136447.cw/index.html

30. Student Objectives Upon completion of this chapter, you should be able to: • Successfully scan the remote environment. • Identify value drivers • List their roles as determinants of causal relationships between the firm and its environment. • Estimate the timing of value driver movements and their impact the firm and its future cash flow streams associated with key competitive methods. • Describe role of probability theory with respect to creating managerial theories about the firm. • Apply the concepts of this chapter to the Case Study. • Create managerial theories about the firm.