THE SUSTAINABLE TOURISM SUMMIT Rhode Island 15 November

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

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

KNOWLEDGE MANAGEMENT IN TOURISM WHATPERSPECTIVE IT IS THE UNWTO THE ERAS OF TOURISM POLICY ERA MAIN OBJECTIVE AUTHORITY 1 ST GENERATION PROMOTION LOC/REG/NAT 2 ND GENERATION PROMOTION/ PRODUCT NATIONAL LEVEL 3 RD GENERATION COMPETITIVENESS NATIONAL/ SUPRANATIONAL 4 TH GENERATION GLOBAL STRATEGY UNWTO

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

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

KNOWLEDGE MANAGEMENT IN TOURISM HOW IT FUNCTIONS 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.

KNOWLEDGE MANAGEMENT IN TOURISM HOW IT FUNCTIONS 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.

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

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

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

KNOWLEDGE MANAGEMENT IN TOURISM: THE UNWTO PERSPECTIVE

KNOWLEDGE MANAGEMENT IN TOURISM HOW IT FUNCTIONS THE UNWTO PERSPECTIVE SECRETARY-GENERAL DEP. SECR. GENERAL THE PROGRAMME DEPARTMENTS EDUCATION STATISTICS MARKET INTELLIGENCE QUALITY SUSTAINABLE DEVELOPMENT THE SECRETARIAT 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 (ETHICS & COOPERATION) COMMUNICATIONS DOCUMENTATION UNWTO ADMINISTRATION

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

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

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

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

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

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

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

“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

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

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

KNOWLEDGE MANAGEMENT IN TOURISM THE UNWTO PERSPECTIVE Capacity Building - Human Resource Development in the New Age of Tourism CAPACITY BUILDING -----KNOWLEDGE WHERE WHEN? WHAT? MANAGEMENT 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 Strategic Role of KM in the New Age of Tourism NATURAL RESOURCES CULTURAL RESOURCES FINANCIAL RESOURCES CAPACITY BUILDING -----KNOWLEDGE INFOTECH (KNOWLEDGE TECH) MANAGEMENT STRATEGIC POSITIONING AND COMPETITIVENESS IN GLOBAL TOURISM MARKETS

KNOWLEDGE MANAGEMENT IN TOURISM THE UNWTO PERSPECTIVE UNWTO EKM Programme: The Mission 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 publicprivate partnerships among institutions and UNWTO Member States.

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

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

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 : 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. Ted. Qual 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.

KNOWLEDGE MANAGEMENT IN TOURISM THE UNWTO PERSPECTIVE EDUCATION, TRAINING AND KNOWLEDGE MANAGEMENT PROGRAMME OF WORK 2006 -7 3 KEY PRIORITIES § 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. Ted. Qual Volunteers

KNOWLEDGE MANAGEMENT IN TOURISM THE UNWTO PERSPECTIVE EDUCATION, TRAINING AND KNOWLEDGE MANAGEMENT PROGRAMME OF WORK 2006 -7 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

KNOWLEDGE MANAGEMENT IN TOURISM THE UNWTO PERSPECTIVE EDUCATION, TRAINING AND KNOWLEDGE MANAGEMENT PROGRAMME OF WORK 2006 -7 IMPLEMENTATION: STRATEGIC DEVELOPMENTS UNWTO. Ted. Qual – 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 TKnowledge used as an instrument of T-Policy and Governance (e. g : UNWTO. Ted. Qual Volunteers) and collaboration with UN System (UNGIS, UNKM Network, UNDP, UNESCO, ILO, etc. )

KNOWLEDGE MANAGEMENT IN TOURISM THE UNWTO PERSPECTIVE EDUCATION, TRAINING AND KNOWLEDGE MANAGEMENT PROGRAMME OF WORK 2006 -7 IMPLEMENTATION: OUTCOMES 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 EDUCATION, TRAINING AND KNOWLEDGE MANAGEMENT PROGRAMME OF WORK 2006 -7 IMPLEMENTATION: OUTCOMES 1. 1 UNWTO Network of Government Officials specialized in tourism knowledge, education and training. UNWTO. Themis Ted. Qual Practicum, UNWTO Ted. Qual Government Network 1. 2 UNWTO Network of Quality knowledge, education and training centres. UNWTO. Ted. Qual Certification, TQ Consultancies, UNWTO Ted. Qual Centres Netwk. 2. 1 Direct Support to Members Practicum, UNWTO Practicum Alumni Association, UNWTO Scholars, Ted. Qual Seminar UNWTO Consultancies/Research and UNWTO. HRD Activities and Events.

KNOWLEDGE MANAGEMENT IN TOURISM THE UNWTO PERSPECTIVE EDUCATION, TRAINING AND KNOWLEDGE MANAGEMENT PROGRAMME OF WORK 2006 -7 IMPLEMENTATION: OUTCOMES 2. 2 Support to Members’ in knowledge for T-Governance UNWTO. Sbest Initiative, Destination Think-Tanks. 3. 1 Assessment of Needs and Information UNWTO Tourism Labour Market Observatory (UNWTO. Ed. C) HRD audits, Website, Databases, Publications, Members’ queries. 3. 2 Knowledge, education and training programme development Partnerships, GTAT Courses and Exams, GTAT Certification, UNWTO. Sbest Training, UNWTO. SIS Seminars, Knowledge Think. Tanks, UNWTO. Ted. Prom.

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