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When people go travelling, they buying a product that involves and includes people. It offers tourists an exciting chance to become -even if it’s just for a little while- a part of another culture. This paper is looking at the importance of managing and marketing heritage and cultural tourism and to what extend its used as a promotion strategy to boost tourism in Barcelona. Due to globalisation and increasing competition, many cities are experiencing a stage of regeneration. Especially since traditional industries like the textile manufactory are declining, a major priority is to attract foreign investment and become a high profile destination for tourists. To achieve that, culture and heritage are used as valuable assets for promoting a city.

Definition of cultural and heritage tourism

Culture and heritage have been elements in tourism since a long time. When looking at the role of cultural and heritage tourism, definitions need to be made. Culture can be defined in terms of shared norms, values, customs, artistic achievements by a group of people at a certain time (Beech&Chadwick, 2006: 486). McIntosh, Geoldner and Ritchie have recognized culture as a motivator for people to travel, identified by the desire to see and know more about other cultures. This includes to find out more about the natives of a country, their, lifestyle, music, art, folklore, dance etc (Cooper, et al 2008: 47). Heritage can be defined in terms of what is inherited by one generation from past generations , that can be i.e. a property or a tradition. All in all the National Trust’s definition of cultural heritage tourism is explaning it very well: it is ” traveling to experience the places and activities that authentically represent the stories and people of the past and present. It includes historic, cultural and natural resources.” (culturalheritagetourism.org)

Cultural tourism products

Developing successful tourism attractions involves an understanding of what tourism is and how it works. There are key principles, which makes tourists being attracted to a destination. The nature of tourism can be defined as a commercial activity which involves the consumption of experiences, in practice it is a business with the purpose for economic benefit of the tourist destination. The tourism industry enables tourists to consume experiences (McKercher& du Cros, 2002: 27) It is entertainment and a demand-driven activity which is not easy to control. Cultural heritage attractions are a part of tourism and not all cultural assets are cultural tourist attractions(McKercher& du Cros, 2002: 26).

Promoting Culture and Heritage Tourism in Barcelona: Marketing tools

Barcelona has inherited a prosperous cultural tradition, which is resulting from its superb position in the Mediterranean. It has over 2,000 years of history and Barcelona experienced the Iberian, Roman, Arabic and Christian preceding civilizations. It has a distinctive personality as the capital of Catalonia, an area with its own Catalan language and culture (professional.barcelonaturisme.com). During the past decades, Barcelona proofed itself as a vibrant, innovative and imaginative city, which knows how to stay in the international spotlight. Worldwide 37% of trips are taken with the reason to experience culture., where Spain’s market share of cultural tourism is 8,2%. 21% of all foreign tourists came with the purpose to explore culture, compared to 59% for leisure and holiday. Cultural tourism is the second biggest segment of international tourism in Spain with figures of 9 million tourists in 2003 (ectn.eu.com).

Barcelona has confidently established its position as one of Europe’s leading city tourism destinations. With nearly 4 million overnights in 1990, 8 million in 2000 and 12 million overnights during 2008, Barcelona has experienced a massive growth over the past decade (turisme2015bcn.cat ).

In 1993 the public-private “Turisme de Barcelona” Consortium was founded with the intention to promote the city itself as well as reshape the image. It can be seen as the as a continuance of the work from COOB after the Olympics, which was set up by the Chamber of Commerce and the City Council (professional.barcelonaturisme.com). Several strategies were created to achieve the new goals. One key strategy was set to promote cultural tourism: ‘We will promote cultural tourism based on the city’s identifying elements such as the Catalan language, its status as regional capital, unique architectural heritage and Catalan cuisine’ (turisme2015bcn.cat).

The development of cultural services and projects are often used to support the marketing and tourism efforts. This could mean the creation and renewal of museums and art galleries and the hosting of art festivals. This aspect is often part of a comprehensive cultural tourism strategy (Page, S & Hall, CM, 2003: Chapter 8)

Every year Turisme de Barcelona is realising about 400 promotional activities, which are selected according to different market segmentations, tourist typologies and countries. These can be art and culture, shopping, sport, nightlife or leisure to name just a few. The traditional and established iconic landmarks such as Park Guell, La Ramblas or Gaudi’s work as tourist attractions are giving the city a unique image. Barcelona is using several strategies to promote itself; with the most important strategy being destination branding, where the cultural and heritage aspect plays a leading role. Also, there is no doubt that ‘cultural and heritage resources in particular play a key role in the development of urban tourism’ (Page, S & Hall, CM, 2003: Chapter 3). The media in its worldwide spectrum is used to carry out the brand and to promote Barcelona as a tourist “place product” by using television, radio, press and internet (turisme2015bcn.cat).

Barcelona is known throughout the world as a cultural city with an important heritage and vibrant variety of cultural attractions. Barcelona has nine World Heritage Sites to offer (Palau de la Musica Catalana, Park Guell, La Pedrera, Palau Guell, Hospital de la Santa Creu i Sant Pau, Sagrada Familia, Casa Batllo , Casa Vicens and Cripta de la Colonia Guell (professional.barcelonaturisme.com).

During a five-year period, Barcelona enlarged its cultural attractions with new initiatives. In every year, a particular area has been devoted in a programme through the Universal Forum of Cultures 2004. In 2000 music was devoted, while 2001 was bestowed to art. In that year when the city hosted the triennial exhibition Experiences, Barcelona Art Report 2001 and the International Congress of Museums. In the year 2002, Barcelona strengthened its international position when it hosted the International Gaudi Year, which has put the city in the world culture of spotlight. In the year 2003, sport and design were the city’s thematic events and received big media coverage (professional.barcelonaturisme.com).

In Barcelona has over 50 museums which are showcasing permanent collections by famous artists such as Picasso, Miro and Tapies. The city also offers a wide choice of theatre and entertainments facilities, and hosts famous festivals such as the Summer “Grec” Festival, where theatre, music and dance come together. The city has two most important classical music venues, the Palau de la Musica and L’Auditori, which both present top-quality programmes. Furthermore, the city’s opera house, the Gran Teatre del Liceu, has one of Europe’s most prominent opera seasons (professional.barcelonaturisme.com).

Barcelona offers different sightseeing tours to discover Culture and Heritage, where passengers get provided with any information they may require. They also give a voucher booklet which offers discounts at the main city attractions. This is a tool to promote the visit of Culture and Heritage sites.

The Barcelona Tourism Board introduced a few years ago the Barcelona Card , which ones purchased provides tourists with free travel on city transport and discounts and free offers at museums, leisure attractions, nightclubs, shops, restaurants, on entertainments and other services. Various Walking Tours, where the Gothic Quarter can be discovered, where they show the tourists through the historic and political heart of the city. With a Modernisme route, the Catalan art nouveau buildings by architects such as Antoni Gaudi. Domenech I Montaner and Puig I Cadafalch are showed and explained. There is also a Gourmet route existing which goes through the old town and gives visitors the possibility to explore Barcelona’s gastronomic culture. Barcelona also offers the “Articket”, a ticket that allows tourists to visit the 7 leading museums in Barcelona (barcelonaturisme.com).

Critical View

Cultural tourism brings individuals and human communities into contact. It can encourage the revival of the traditions and the restoration of cultural sites and monuments. But unbridled tourism can have the opposite effect. On the one hand, cultural heritage can serve as a tourism attraction, and tourism can lead to the financial and political support for management of a heritage. On the other hand, there is also possible conflict insofar as tourism can damage cultural heritage, and therefore limits on visitation can damage tourism or rather hold back its expansion. What is clear is that tourism is growing and will have an increasing impact on cultural heritage. The World Tourism Organization (WTO) predicts that cultural tourism will be one key tourism market segments in the future, and notes that growth in this area will present an increasing challenge in terms of managing visitor flows to cultural sites.aa

how development cooperationin specific settings, industry organizations note

that “the challenge is to manage the future growth

of the industry so as to minimise its negative impacts

on the environment and host communities

whilst maximising the benefits it brings in terms

of jobs, wealth and support for local culture and

industry, and protection of the built and natural

environment.”

.

Executive Summary

The main objective of this report is to assess an endorsement of each of the triple constraints of project by the explanations of the importance of managing the cost, managing the requirements and the importance of effectively managing schedule of opening ceremony of games. In this report each of the above elements of triple constraints of project management will be discussed in detail. Our project aim is to fully utilize the triple constraints and provide excellent results in opening ceremony of Commonwealth Games 2014.

INTRODUCTION OF PROJECT

Effectively managing projects to scope, schedule, & cost is a difficult & critical job. Companies all over the world hire competitive & outstanding project managers for successfully completion of their assigned projects. This scenario is gaining so much importance for managing multi sports global events.

Commonwealth Games is an international manifold sports occasion. This sports event is sponsored by an organization called Commonwealth Games Federation after every four years. Presently it comprises of 54 member nations. The twentieth Commonwealth Games is going to be held at Glasgow from 24th July to 3rd August in 2014. Hence Government of Scotland will have to manage & prepare well to greet 71 participating teams of Commonwealth Group. There will be seventeen games in which 6500 athletes will take a part at different venues.

The opening ceremony for Commonwealth Games 2014 will be held on 24th July 2014 at Celtic Park stadium which is located in the East End of Glasgow. Currently this stadium can accommodate 60,000 spectators which is the highest capacity place in the city. The Flag march of various countries will also take place here. The closing ceremony of this upcoming international games event will be held at the second largest stadium of Glasgow which is known as Hampden Park.

The following is the Iconic Logo for this mega sports event was revealed in front of more than thousand guests invited on Commonwealth Day 8th March 2010 at Glasgow.

PROJECT PLANNING

Project planning deals in managing the overall activities to stage an outstanding opening ceremony from concept planning through the completion of the venue tear-down. The project manager should involve those team members who have relevant knowledge of project implementation.

Strong lines of communication will improve and a better understanding of the project can be gained and will set the foundation for good teamwork during the implementation stage. Strong communicators are best project managers hence it is vital to maintain better communication level across the whole project management process (Pillai, 2006).

In effective project planning communication with stakeholders is also important in the development stages as it is vital to build good relations with the stakeholders who are recognized as being most critical for the end result (Graee, 2007). Project planning will include crowd management, access operations, easy ticketing, public information services, and lost and found cell and accessibility support services.

Project Scope:

The requirement is also called the Scope of a project. The requirement is that whatever is already been discussed or to what has been agreed to be achieved in a particular project is known as the requirement or the scope of a project. In other words, the requirement specifically lays out the tasks, features, information, content, etc. that will be included in the project at hand. As it can predict or foresee the final outcome of a project if not exact but near about by the layout of the requirement.

The requirements specified to accomplish the outcome. The overall definition of requirement what the project is going to accomplish, and a specific description of what the outcome should be or accomplish. The main component of requirement is the quality. At the end quality is something which is really matters.

During the project cycle if some features or functions are added or subtracted then surely it will either shorten or lengthen the completion time of a project and also it will either increase or decrease the cost as well. It may affect quality if requirements are added to the project but the time of completion, remains the same then it might affect the quality of a project. On the other hand if requirements are added and allotted time has also increased but the resources are not increased then it can also affect quality of a project.

Project Objectives:

The key objective of this project is not only to fling the tourism & sports to new heights in Glasgow but also to create long lasting & an outstanding image of Glasgow City which provides value for money, amusement, & healthy environment to spectators all around the world.

To achieve long term objective of this mega event we have to manage opening ceremony successfully so that Glasgow can position itself in the competitive global market by raising its profile to high echelon. By delivering an unforgettable event for visitors, it can provide economic benefit of ?26 million for Glasgow & ?81 million for Scotland. Beyond economic benefits of hosting this mega event, there will be a momentous time to increase wellbeing of social & cultural diversity of Scotland.

Program Management
Ticketing:

The Commonwealth Games will be a memorable spectator event. There will be sale of more than million tickets on this mega event. As major venues will be decided then publicity campaign for sale of tickets will be launched.

Dedication:

Opening ceremony will be a great opportunity for Glasgow to establish a long lasting legacy by the cast of hundreds of volunteer who will make it really thrilling and momentous event & it will be watched by one billion people around the globe. There will be performance of mass maneuvered dance by cast from whole Scotland. It will give long lasting impressive Scottish symbol in which both new & diverse dimensions of society will be depicted which is contributing to Commonwealth Games. This exciting event will start with dedication to adults & all athletes & dignitaries & officials who are going to attend.

Opening Section:

International sports spirit will embody in opening ceremony, with its strong cultural component, festivity of tradition, artistic beauty and overall performance. Giant video screens will provide visualization & creative colour lighting will played a major role in providing total visual solutions for the exciting opening ceremony of the Commonwealth Games 2014. The event will be highlighted by a stunning gigantic cone-fashioned video display show in the centre of the stadium that will provide a magical experience to spectators.

National Anthem:

A guard of honor mounted by the volunteers marched the Scottish Flag to the flag post. At the same time they will perform an arrangement of the National Anthem by singing Flower of Scotland in English. Commonwealth flag will enter from welcome pole. The participating countries will march in, with Scotland coming first & then other nations will join the marching event according to the alphabetical order.

Opening Remarks:

The inauguration of games will start with opening remarks of President of Commonwealth Games Federation who will declare the official opening of games. There will be a lot of melodic extravaganza comprising of Scottish and overseas artists. There will be also a lot of fireworks. Many celebrities from Hollywood, international sports, & politics will address the crowd of people and athletes.

Budget of Project:

The budget is prepared in consideration of inflation & other sizeable elements.

Description
Million

Amount of Bid

?523

Operations Cost

?193

Broadcasting & Legislative Cost

?81

Staffing Costs

?72

Communication

?50

Marketing & Sponsorship

?17

Cost Breakdown:

It is the next component of the Triple Constraint which is recognized as Cost. When we converse regarding the cost of a project, we are conversing about what is required to be allocated to the project in reference of cash and endeavour so that the work can be started. It can be resources like workforce; it can be equipment and different supplies essential for work, funds for risk administration and evaluation.

To build up an estimation for a project cost, it depends on a number of aspects for instance: resources, labour packages likes labour pays and extenuating or handling aspects that increase cost, different methods utilized in cost are, risk administration, cost contingency, cost escalation, and indirect costs.

However further in this fundamental accounting approach to fixed and changeable costs, the economic cost that have to be considered comprise employee talent and efficiency that is computed using a variety of project cost estimation methods. It is significant when corporations employ provisional or contract workers or outsource employment.

Cost Process Dimensions: Cost approximation is an assessment of the cost of all the things essential for carrying out work; Cost financial plan is totalling the approximate costs of resources, job packages and actions to set up a cost baseline, cost managing- feature that create cost variation and discrepancy can be manipulated and managed through utilizing a range of cost administration methods.

Elements in Cost Analysis:

Equivalent approximation method: Through the cost of similar project to establish the cost of the present project

Establish Resource expenditures: The expenditure on merchandise and workers is assembled by estimation.

Down up estimating: Utilizing the smallest level of job package feature and summing up the cost linked to it. Then moving it up to an upper level intended then scheming the whole cost of the project.

Parametric estimation: Determining the statistical association among past data and other variables.

Vendor offer examining: Taking the average of a number of offers specified by vendors for the project.

Reserve examining: Total the cost of each activity on the system path then add a contingency or reserve to the finished outcome of the examining by an aspect established by the project manager.

Cost of Quality Analysis: Approximation of the cost at the maximum quality for every activity.

Funding Project:

The Scottish Government is contributing ?344 million ($498 million) to Glasgow 2014 with the remainder coming from Glasgow City Council, who are putting in ?80 million ($116 million), and commercial income of ?100 million ($145 million) raised by the organizing committee.

Cost is as important constraint as other two in the Triple Constraints. Unless the project is funded by a wealthy sponsor otherwise we will have to consider the cost/resource constraint.

If funds are limited for a project then it is important that we do not exceed the number of workers also try to finish the job on time because extra time means extra money for workers and extra cost for the machinery which is being used in the project. So keeping this in mind, our main focus will be on the Triple Constraints and factors related to it.

Every project task will have a cost so as our project, whether it is the cost of the labor hours of interior designers, architects, workers or the price of required materials. In the phase of making a project budget each of these and other cost is estimated so there won’t be any hindrances during the operation of our project. Estimation will not always be accurate; some of these will be more accurate than others. Cost of labor varies due to their position i.e. architects, worker, supervisors and interior designers, but it can be predicted and will be accurate.

On the other hand price of required material often fluctuate. If there are changes made in our project then the cost will definitely increase or decrease as per the changes. It is always better if changes are clear and mention up front not during the project. It keeps the whole team as well as the clients stress free. Almost every company at the start of a project set aside some design allowance (money) for any emergency situations. This reserves money usually used when the actual cost of the item is different than what was estimated. We are also setting aside design allowance for “just in case”.

Unexpected weather change and problems with receiving material from the supplier are very usual on long and big projects. We are including a contingency amount for the project budget in order to cover these kinds of mishaps. Here we will be trying to meet our estimated cost by finishing our project on time and not go beyond the estimated cost. In addition we have to keep the profit in mind as well and try to maximize it by not delaying the project and efficiently using our resources.

Work Breakdown Structure:

In the project management team has to look at how much time is being devoted to each segment and determines the amount of man hours and workers needed to complete the project. Schedule, in project management is examined down to its least details. The quantity of time necessary to finish each and every part of a project is examined. Once a study is engaged, those parts are split further into the time necessary to do each job. Clearly through this company is able to approximate the time of the project and what and how many resources are required to be devoted to that project.

For investigative reason, the time necessary to complete a project in a better way is approximated using a number of methods. One way is to recognize tasks required to complete a project. The work attempt for every task is approximated and that estimations are moved up into the final assessment. The tasks are as well prioritized, dependency among tasks is recognized, and following knowledge is written down in a project timetable. The dependency between the tasks can influence the period of the project. Schedule is dissimilar from resources and cost group.

Gantt Chart:

Gantt chart is a useful planning tool. The Gantt chart is a simple & a targeted production goal which is based on studies (Darmody, 2007). This is extremely pertinent to the project as projections will be based upon the trial move carried out by Senior Project Manager. It is known that in order to meet the project budget we will have to meet our project schedule. Problem occurs only when the project is somehow delayed and not finished on time, it destroys the budget. It does not assure that if we meet the schedule we will meet the budget too, but significantly will increase the chances.

Team Management for Project:

Project planning also involve recruiting, managing, & training teams numbering in the tens of thousands. The team will comprise the project manager, overseen by senior management and further staff related to the chosen strategy. This may be in-house staff, contractors or a mixture of the both. Every effort of planning can be squandered if it is not supported by training of volunteers joining the opening ceremony.

PROJECT MONITORING, RISK & CONTROL

There are four critical factors for effective control & monitoring of a project. These are risk, change, quality, & issue. Risk & issue are usually interchangeable. But the issue is something which is already recognized whereas risk is something which so far has to happen. The identification & evaluation of problematic areas is the best & accurate method to decrease the effects of risk & issue. Efficient & flexible control systems must be placed in order to ensure the success of project by strongly monitoring of vital elements of project which are time, cost, and performance. It is better to be proactive rather than reactive in managing project (Barber, 2005).

Spectators’ crowd and security management needs priority monitoring. Specific actions for implementation will need to be taken timely if any flaw in management of opening ceremony is discovered. For this purpose strict surveillance will be done by junior team members.

Risk Management:

Risk is an inherent part of the project & there could be enormous number of risks associated with the project but strong measures against risk will make it more certain for successful completion of project. These measures are tight security screening for public safety, intensive site security & asset protection, planning for high-risk crowd management.

Dealing with Uncertainties:

There are some methods that could to reduce the uncertainties in the project planning and may help to cope with those risks and proceed with the project. These coping strategies can be classified as:

Project planning should be assessed on the basis of the external environment like excellent monitoring by the organization. To reduce the major uncertainty exist in the project planning external environment should be asses on the continuous basis.

All the information used in the project planning should have some uniformity and standardization procedure should be used, like all the relevant data should be collected.

Critically evaluate the assumption use to collect data and tools that have been use for planning, it should be kept in mind that selecting a accurate planning along with the uncertainties is the main objective of project management planning.

Critical Reflections on Learning Outcome-01
”The Knowledge of the Phenomenon of Project Life Cycle and Alternative Approaches to Management of Projects”

The project management is a complex process but ostensibly simple task need skillful manager. Being a Senior Project Manager I have to consider everything equally like requirements of the task, stakeholders, & the people who involve in managing the project. Project management is like a winding road which takes you back & forth from what we hope & what we think and also from what we feel to what we do (Srica, 2008).

The main reason for developing such project life cycle is to analyze the sustainability of the profit that lead Glasgow toward more robust economic growth which might lead toward more tourist attraction for this evaluation proper project life cycle was develop in order to show the sustainability of the project. Glasgow will be hosting common wealth game of 2014 which have the same importance as London hosting the Olympic of 2012.

The basic reason for developing the project life cycle was to evaluate the opportunities that might lead the management toward more prosperous development of the tourism industry as well as the economy and this event would help the management to establish such base for the local population which might contribute to the enhancement of the image of the Scottish region. In order to bring this thing into reality strategies have been defined and developed in order to convert Glasgow as a reality for the opening ceremony of the Common wealth game 2014.

One of the basic objective of this event was considered to represent Glasgow as a multicultural city which represent an image that Glasgow has no ethical or cultural dilemma that would prevail any negativity to the expatriates; this objective have created a robust based for the Scottish committee to won bid. Another integral part of this event was to up lift the social, cultural activities of the Glasgow common wealth game; this might be the perfect time to represent Glasgow as a peaceful region from all aspect and this image would help to attract many tourists as well as the foreign investor.

Common wealth game project life cycle diagram have been mentioned in order to under the worthiness of the particular project. Project life cycle is sequence of different actions or activities that leads toward the defined goal or objective it is very clear that this project is associated with the opening ceremony of the common wealth game held on Glasgow on 2014. Regardless of the other step which might lead to more complex situation project life cycle started from the initiation phase which is considered to be as birth phase of the project it has been analyzed that the nomination in the bidding was the intrinsic part of the project initiation in which Scotland has standardized its objective that Glasgow will be hosting common wealth game of 2014.

After the management has decided to retain toward the development of the proposal they have develop a proper plan which might lead to win this bid for that different strategies have been used but the most appropriate one was the multiculturalism that has encourage the committee to give chance to Glasgow to host such event. Role of project manager is very crucial and critical in this project because he/she will decide weather to move toward next step or correct the measurement with the context of the long term or short term objective of the project, it has been analyzed that each phase associated with the common wealth game need to be carefully analyzed and judge.

During this project it has been analyzed that each section of the project should be aligned with the other project as well but in synchronized manner; overlapping should be avoided at all cost, but in this case it has been analyzed that actual budget has been estimated from the estimated budget this might leas to more complex situation in the upcoming year. And paying close attention to such details is the difference between doing things well and excelling as project managers. This cycle has been divided into four phase which are as follows:

Initiation/ Project generation

Planning

Execution

Closure

Project Generation:

The first base of the project is to generate a project and in this event hosting commonwealth game was the major outcome. In the next phase Glasgow has identified different opportunities and threat associated with the project. Once the project is being approved then it will lead toward the development of the project objective.

Project Planning:

Plan was to held commonwealth game in Glasgow in 2014 along with the spectacular opening and closing ceremony that required intensive planning which requires specific phases that need to be divided into various categories. There are few plans that have been identified while

This game would be held in the summer season in 2014, different sports activities will be conducted in this 11 days event. It has also being estimated that more than 6500 athletes along with their official will take part in this event and approximately 1 million people will see this event. Different athletic village will be established with the state of the art facilities.

Current Economic Status:

According to an economic survey in UK this has been cited that Glasgow has a very prosperous growth. Over the last ten years, Glasgow economy has grown in a persistent manner as compare to the other cities of UK. A leading economic indicator (Gross Value Added) states that in the starting of 2004 the GVA was about ?12 billion while other cities has experienced an average ?9 billion. This statement states that Glasgow could hold such events but it requires intensive planning and monitoring of the project.

Implementation Phase:

Overall strategy for hosting common wealth game was to promote an image of Glasgow. Reason was that planned budget was more than ?300 million which is quite high estimated budget which lead toward more financial constraint. Glasgow commonwealth committee was reluctant to reduce the estimated budget because reasoning was so much clear that image of Glasgow need to be restored.

It has been also analyzed that during the starting of this project budget has been increased by 81 billion, organizing committee also decided that they will increase the budget up to 500 million which is not a good sign during the recession in different part of the world

Scottish government has decided to add 30 million and 28 million pound from the reserve fund which might lead to more financial constraint but in another aspect this reserve fund might help to overcome issues such underestimated financial constraint activities.

CRITICAL REFLECTION:

There’s seems to be quite clear evidence that strategic partners and high-level of governance should prepared themselves for the promotion of Glasgow as the suitable place for tourism and economic structure. The project financing planning seems to be very murky it should be precise and clear; joint effort from the operational level can overcome this problem.

Another aspect of successful project evaluation would be employee turnover ratio, this thing need to be control and evaluate by the authority. Risk management should be properly evaluated because these things need to be characterized and defined.

While different planning can be seen at different level because planning is being done into two different categories first would be the strategic partners and second would be the governance body that is associated with the Olympic and commonwealth committee. Strategic partner associated with this project has been working on risk management to deliver effective commonwealth game activity in the year 2014.

The major flaw has been identified during this project life cycle is the underestimated budget this could be elicit that increased the size of the budget would lead toward more financial constraint current figure shows a trend that ? 378 million was estimated but actual figure has gone up to ?279 million before 2014 which represent a valid insufficient planning from the committee. Proper proactive and reactive planning is needed in order to sustain the economic recession that is currently faced by the Glasgow council.

References:

Barber, E and Warn, J (2005). ‘Leadership in project management: from firefighter to firelighter.’ Management Decision, 43:7/8, 1032-1039. [Online] Available at: http://proquest.umi.com (Accessed 29/11/2010).

Darmody, P.B (2007). ‘Henry L. Gantt and Fredrick Taylor: The Pioneers of Scientific Management.’ AACE International Transactions, 2007, 1-4. [Online] Available at: http://proquest.umi.com (Accessed 03/12/2010)

Graee, K, Karlsen, J.T and Massaoud, M.J (2007). ‘Building trust in Project-stakeholder relationships.’ Baltic Journal of Management, 3:1, 7-22. [Online] Available at: www.emeraldinsight.com/1746-5265.htm (Accessed on 25/11/2010).

Pillai, M.P (2006). ‘Human Side of Project Management.’ AACE International Transactions, 2006, 1-6. [Online] Available at: http://proquest.umi.com/pqdweb (Accessed 25/11/2010).

Srica, V (2008). ‘Social Intelligence and Project Leadership.’ The Business Review, Cambridge, 9:2, 189-199. [Online] Available at: http://proquest.umi.com/pqdweb (Accessed 20/11/2010).

Web References:

http://www.glasgow2014.com/businessportal

http://www.gera.org.uk/documents/view.php?documentID=203,

INTRODUCTION

Like humans, products undergo life-cycle. Similarly Product life cycle goes through different phases, which involves many procedures, and needs more skills, tools and processes. Product life cycle involves launch of product in the market with consideration of cost and sales.

Product Life Cycle undergoes Four stages.

A products will have a limited life in the market,

A product will come across different stages. In each and every stage it will across various different challenges, problems, and opportunities to the Seller,

Their will be fluctuation of profit and loss of a product,

Any products needs manufacturing , financial, marketing, purchasing and human resource in every stage.

Every product will have its own life cycle. This life cycle starts from the launch of the product in to the market to its final withdrawal. At this period various changes will occur in the behavior of the product in the market. Major goal of any company is to increase the profits of the product in the market, now managing of product life cycle is very important. Different companies follow different plans like basic, strategic etc. It is very important to any company to understand the product life cycle to realize when to launch and when to withdraw and when to increase the sales.

Product Life Cycle Management(Marketing)

Product life cycle management deals with strategies used y the business management of a product which goes through its life cycle. It deals with the how product is sold and how it is advertising and how the product is reaching to saturation point.

PRODUCT LIFE CYCLE MODEL :

The PLC model consists of 5 Phases. This phases is applicable to all the products. Each phase has sub stages based on the market demands. They are:

1. PRODUCT DEVELOPMENT PHASE

This stage begins with development of new product idea. This stage involves combining of new ideas and finally bringing a new idea. In this stage, every product will go different stages of tests before going in front of final costumer via test marketing. The product which survives in the test market will be introduces in real market. In this stage company cannot expect any sale.

2. INTRODUCTION PHASE

This phase includes the launch of product with its extra requirements; this will create grater impact at he time of sale. In this stage, most of the company’s expenditure are done on promotions and advertising. Companies must be strong enough to spent more money to receive less profits. It is very important to maintain the product in market irrespective of the challenges.

Company should follow different strategies to maintain the product in the market and to compete. Customer will give his views on the product, he will describe how product will sustain the market or not. In this way companies will know about the products before introducing in the market.

3. GROWTH PHASE

In this phase company will se the growth and leading their product in the market. This is the exact time to increase the share of the company. Company must show the maximum variety of product it have and it should discriminate itself from the competitors. By Frequent modification of product will discourage the competitors. Promotions and advertisements should continue but not as introduction stage.

4. MATURITY PHASE

In this period market becomes saturated with discriminations of basic products.

At this stage company enjoys more profits. At this stage pricing and offers are provided to maintain the product value, competition and to improve product life.

5. DECLINE PHASE

This stage is arrived when company is planning to withdraw the product from the market. This stage includes lots of issues. Some companies will rise the product cost such that it may give chance to either increase the product value or it may help to stop the production.

INTRODUCTION TO ICC CRICKET WORLD CUP 2007.

Mega-events such as ICC Cricket World Cup are a unique form of tourist attraction defined as large and internationally known event.. Events are usually viewed as a major economic tourist

asset for the host area that also brings new infrastructure and facilities. All the Countries around the world have always saw the impacts and legacies of Mega events like World Cup Cricket as a major events for economic development and international recognition.ICC is organizing Cricket World Cup founded in 1975 and it is conducted for every four years. After a lot of procedures and site selection process, it was decided that the ninth venue of the tournament will be played in the West Indies in 2007.West Indies had won first two world cups in 1975 and 1979. The ICC(International Cricket Council) has conducted a Cricket World Cup tournament for men’s cricket every 4 years since 1975. The competition has been changed gradually since, and the ICC agreed to make the event quadrennial in 1979. The first three tournaments was conducted in England, and sponsorship help was done by a insurance company, and was known as the Prudential Cup. Some other sponsors are Reliance, Benson and Hedges, and Wills. This Company’s had their names attached to the event till 1999, when it became the ICC World Cup. The involvement of number of teams is periodically increased from 8 to 9 then 12 to 14 in 2003, and at last, totally 16 teams where involved in the ninth competition in 2007. The first tournament was for 2 weeks and 15 matches where conducted. In 2003 tournament, matches was co-hosted by South Africa, Kenya, and Zimbabwe, and their where 54 matches played in 44 days. It included 2 hours opening ceremony. In 2007 ICC Cricket World Cup the contribution of local organizers and corporate subsidiary of the West Indies Cricket Board named the Windies [West Indies] World Cup 2007, it also produced beautiful and mind blowing opening and closing ceremonies. Out of the 16 teams at the ICC CWC 2007 tournament the 10 first class teamsand remaining 6 teams are One Day International Cricket Qualified.

The ICC Cricket World Cup 2007 tournament is the ninth time of the tournament and took place in the West Indies. This tournament was from 13 March to 28 April 2007.This tournament used Cricket One Day International format. These competitions involved 51 matches in 47 days and these games were played in St. Kitts, Jamaica, Trinidad & Tobago, Barbados, Guyana, Grenada, and St. Lucia, Antigua. Sixteen nations will participate in this event.

To host this event the Caribbean countries had built tourist facilities, seaports, airports, accommodation and other infrastructure. All around of 12 stadium facilities have been developed in the nine countries for successful conduction of the ICC Cricket World Cup 2007tournament.

This tournament had 16 qualified cricket teams. This is the biggest number of teams involved in the history of the World Cup. Teams involved in this tournament are India, West Indies, New Zealand, South Africa, England, Bangladesh, Pakistan, Kenya, Zimbabwe, Sri Lanka and Australia, these nations had determined as ICC Test Championships. The total number of visitors attended for tournament is expected to be 672,000 and 13,176 per match in over all 51 matches. This 16 teams had divided into four groups and tour teams in each group. The top two teams of each group was advanced to the quarter finals on knock out based results . Four teams from this group of eight had then moved on to the semi finals.. The opening ceremony was in Jamaica. The final match was played in Barbados.

Phases of product lifecycle and corresponding technologies
Phase 1: Conceive
Imagine, specify, plan, innovate

I would like to discuss on ICC Cricket World Cup 2007. It is a Mega event which had got an world reorganization. This is a event which included Cricket Matches, Opening ceremony includes the vibrant lifestyle and heritage of the different regions of people had unfolded the stage celebrations to welcome the world to the Mega Event starting with a medley of calypso, mento, reggae, ska, soca, dancehall, and other musical genres.

The three-hour performances at Trelawney Stadium in Jamaica had included stilt walkers, the different dance sequences, a mass choir and fire crackers show. There was a drum score by a performance troop from South Africa, which connected the link between the previous ICC Cricket World Cup and this year Mega-Event.

Festival, which was celebrated every year in several regional nations, was a main theme of the evening’s performances and wide range of scenes have saw characters such as revellers, a shaggy bear and plantation girls playing maze had encouraged every one and created a lot of entertainment.

Planning includes lot of stages to organize an world recognized events like Cricket world cup. Primarily we need to appoint the people who have very good experience in the respective fields like Executive officer, Security officer, Competitions officer, Marketing officer, Commercial officer, Communications officer, Operations officer, Transport and Logistics officer, IT officer, Financial officers.

After recruiting these designated peoples we have to set the targets to be finished with in dead lines. We have to prepare a perfect plan how to implement the Event keeping in mind of long time impacts and legacies. Now we need to rise the finance by government or from the sponsors. It is important to develop the local infrastructure and local community by giving various opportunities, medication, Education, Employment and need to involve local people in planning also. Now it is very important to track each and every field, whether each and every work is going properly in a synchronized form. Primarily it is very important to develop Infrastructure like building new stadiums or repairing the existing Stadiums. It is very important to concern about each and every aspects like Capacity of the stadium, Quality of the stadium, Security for the spectators, building roads and hotels for accommodation. It is very important to care about the local people while building the roads and hotels, such that local people should not be disturbed because of any of our activity. Need to take care of accommodation for both VIP’s and general peoples. Opening ceremony should be planed such that no accidents should be happened. Safety measures should be taken if any emergency.

We can make event innovative by implementing the concept of Environment sustainability. Recycling the products, reducing the waste by the slogan “lets carry our own garage”. We can produce the car-boards by recycling the waste papers. Polluting vehicle should not be allowed till certain range of event. Waste water can be recycled and it can be used for plantation. For emergency mobility we can use electric vehicles.

Phase 2: Design
Describe, define, develop, test, analyze and validate

In a Event like Cricket World Cup, we have to mainly concentrate on assigning targets and need to establish the co-ordination between superiors and working staff. Here we are not going to use any Software’s to design the event. It is entirely ideology. Her design is concerned about establishment of links for successful hosting of events. Mostly head of any event is the respective Government. It will hire the Event managers to develop their Ideas. Government will give the targets to event managers, and fund will be released accordingly. A event manager have to make sure the works are going well by his personal staff or ant temporary outsourcing staff. Governing body will have Chief Executive officer, Chief Security officer, Chief Competitions officer, Chief Marketing officer, Chief Commercial officer, Chief Communications officer, Chief Operations officer, Chief Transport and Logistics officer, Chief IT officer, Chief Financial officers.

Let us consider a particular field like Chief Transport and Logistics officer. Officer is the head of this section. He is responsible of all transportation of raw materials and he is concerned out making transportation arrangements for visitors and for players etc. He have to contact different countries representatives to arrange the accommodation, food, security and etc for the players and officials of that nation. First event manager have to have to take the count of the people coming from individual nations. He have to take the preferences of the type accommodation and the food they needed and the places they want to visit and etc. By taking consideration of al the preferences event manager have to arrange the accommodation and he have to engage the vehicles for them, he have to arrange the a well skilled person who know a out the local environment. Event manager have to arrange the security for the visitors and make sure there are no negative issues. Event manager have to make the arrangement for the food they needed and book the places where the players and officials want to visit.

Chief Financial officer have to release the fund required. Officer has to analyze the requirements needed. He have to collect the needs required to each and every individual field. Officer has to arrange the requirements needed.

Chief IT officer have to take care of the website design and have to prepare an interface to communicate with in the staff and for queries from visitors. He is responsible for maintaining the electronic media. He have to take care of publicity of an event through websites, social networking sites and etc. He have to create an LAN(Local Area Network ) and have to establish the connection between the computers which are used for event purpose. He have to take care of security of the data such that unauthorized persons should not access. Separate User name and Password should be give to each and every staff working for the event and data access control should e provided based on the designation of an employee.

Therefore each and every individual department works on their respective targets assigned by the Government for success of the event.

Phase 3: Realize
Manufacture, make, build, procure, produce, sell and deliver

The main aim of organizing event is all about generating revenue. In Events industry is not much related to Realize Phase. This phase is all about the physical out put of the event. In this phase we can see the results of the efforts kept in planning stage. Lets discuss about the results of the event. Starting from the first day we had the grand 3 hrs opening ceremony. It included medley of calypso, mento, reggae, ska, soca, dancehall, and other musical genres. The three-hour performances at Trelawney Stadium in Jamaica had included stilt walkers, the different dance sequences, a mass choir and fire crackers show. Most important aspect of opening ceremony was Fire cracker show. That was very colorful and it gave a greater entertainment and joy for the people. It gave a warm welcome to the spectators. Next comes about the tournament, here we can see a wide range of out comes of the planning. We can see the luxurious accommodation for the players and the officials of the different countries. We can see the new built roads, buildings, stadiums, hotels and lots more. We can see a new environment which is new to most of them. This all credit goes to government and the innovative event managers. We can see people enjoying while matches, and visitors and different places. We can see the media coverage about the event, we can see every media channel talking about the event.

This phase is not related to selling the product. We can generate revenue in events by selling Tickets, Media rights, Generating sponsorships from the corporate companies those who wants to use event as a place to publicize their products and accessories can sold which have events logo on it. Money can be generated by selling general products which are used at the time of match. Revenue from Tusk shop like T-shirt sale, selling refreshments, selling tickets and etc.

Improved media advertising offers can generate more revenue from media channels. We should give rights to only one media channel to telecast the matches. This idea will generate more revenue because of single channel in a country. Offers on the ticket will increase the profits than individual. We can also plan a travel package which includes the match tickets, lodging and some of the tourist spots. Internal and external advertisement will also generate money and we can use online booking system where we can commission on the sale of the tickets.

In events industry we can not expect any Test. This industry is all about the real time out put. It is all about implement the plan which would help for the success of the event. All we can do is, to organize the event as perfect as possible. We can take feed back from the visitors which would help to improve for next events.

Phase 4: Service
Use, operate, maintain, support, sustain, phase-out, retire, recycle and disposal

Services in Events management includes operate, maintain, support, and recycle. It is very important to operate an event with the help of government, event managers and working staff. Event mangers responsibility is to balance the relations. Co-ordination between government, event mangers and working staff is important. In case of any miss understanding will leads to incardination. Maintaining of coordination leads to success of event.

Maintaining the quality of the event is also very important. It is the responsibility of the event managers to control the supply of the requirements and he should have entire details of the event. Event manager should be super active at the venue and he should keep much more efforts than ever to maintain the quality of the event. Event manager should take care that non of his staff members should not be distracted by any issues at the time of event. Maintaining of security is also very important.

Recycling the garbage is very important. We can encourage this recycling by providing a plastic cover in which every one have to carry their own paper waste, this will help to reduce the efforts of the labor and it would become an encouragement program to bring awareness to recycle the waste

CONCLUSSION.

Product life cycle is also very important to any event. In events management steps involved to relate product life cycle concepts are planning an event, raising the funds, advertising, implementation, maintaining, and withdrawing. To my knowledge, every step of product life cycle concepts may not applicable to events but some concepts of product life cycle are base to organize any event. A successful event can be organized only when we come across some stages of product life cycle concept.

Malaysia is a tourist-driven economy, besides manufacturing sector such as the auto industry and other important sectors that are driving the Malaysia’s economy. Tourism sector is Malaysia’s second largest revenue earner, after manufacturing.

Tourism involves many players including tourists, businesses, tourism managers, host communities and society. All players need to derive benefits from tourism for tourism to be truly successful. The aspirations of these players are partially competing – tourists seek to maximise ‘consumer surplus’, i.e. get the best experience possible for the least cost, while businesses seek to maximise (short-term) profits and host communities are interested in long-term income and employment as well as net benefits.

Usually tourism success is measured by the number of tourists entering the country. This measure is useful when assessing tourism at a national scale since economic activity generated can be assumed to be dependable to tourist numbers. Thus, from a national – or even state perspective – it is useful to pursue an increase in tourist numbers, both international as well as inter- and intra-state.

2. Problems Tourists Faced Arriving in Malaysia

There several problems tourists may faced when arriving in Malaysia.

2.1 Inadequate Infrastructural Facilities.

Some states have experiencing inadequate infrastructural facilities and related services particularly in relation to accommodation and transportation. The immediate problem in several regions in Malaysia, for example, is the shortage of resort-type hotels. The deficiency also extends to suitable accommodation facilities for budget class tourists. This is more apparent that some islands with tourist potential off mainland Borneo have not been provided with accommodation facilities.

In relation to transportation, public transports are too frequently not available to tourist destinations away from the main city or towns. Tourists have to hire taxis which are expensive to reach their destinations.

2.1.1 Possible Solutions – Investment Incentive and Allocation for Development

The government, through the relevant authorities, is urged to offer financial and enhanced investment incentive for investment in tourism related infrastructural facilities. A more direct role is to increase the allocation for development of infrastructure in potential but undeveloped tourist site. Public transport shall also be made available to remote tourist destinations.

2.2 Increase in Crime

Instances where there are increases of crime due to the increasing of tourist numbers include the following:

(i) Tourists as Victims of Thefts and Robbery

Despite friendly warning from hotel staff, taxi drivers, and locals, the tourists are less likely to observe the normal safety precautions they would do at home. So valuables are left in clear view in locked or unlocked motor vehicles or unattended on a beach. In addition, hotel rooms or apartment are not properly secured, and cameras, money, jewelry are left lying around.

Incident as per Appendix I highlights how a Britons’ holiday was ruined by snatch thieves.

(ii) Hot Spots Location

Foreign tourists use to frequenting places such as bars, nightclubs and strip joints catering to tourists and providing ancillary services such as prostitution and drugs. These places are prone to criminal activities.

2.2.1 Possible Solutions – Round the Clock Patrol by Tourist Policemen

Strengthening tourist police and the plainclothes special strike force personnel on round-the-clock patrol may help reduce petty crimes like pick pocketing. In Kuching, Sarawak, there are now more than 30 tourist policemen and 20 special strike force personnel on regular patrols along the waterfront and nearby areas frequented by tourists.

2.2.2 Safety and Security at Tourist Areas

Patrolling of tourist areas by Malaysian Navy especially those around popular islands will reduce the instances of piracy, thus, convincing the tourists that they are in secured area..

2.3 Language Barrier and Communication Skills.

The country in general and Sarawak in particular is experiencing the shortages of tour guides who can speak foreign languages such as Japanese and Korean. The Ministry of Tourism has acknowledged that Japanese and Korean-speaking tourist guides are in demand to cater the increasing number of these two groups of tourists.

Tourists seek assistance in order to achieve their goals. What some times occur is a degree of intercultural miscommunication. At tourist offices, information kiosks, reservation desks and the like, a tourist may expect a simple smile, some small talk, asked how he is enjoying himself, where he is from, how else he could be further assisted. Yet another tourist may expect to be offered assistance before he has to request it. However, some of the elements of good communication skills have been lacking among the tourist front liners.

2.3.1 Possible Solutions – Attending Classes

It is of paramount importance for the relevant authority to initiate special classes or courses for the tourist front liners to master the relevant languages and improve their communication skills.

3. Recommendations on How to make Malaysia Attractive to Tourists.

3.1 Programme for Tourists.

Supports a programme of events (e.g. dragon boat festival), arts (e.g. presentation of local artist collections), sports (e.g. Formula One, F1,) and other culture (e.g. cultural villages). The Malaysia populations must support all these events so that the local crowds from all ways of life and cultures will attract foreign tourists.

Malaysia has been organising programme of events that have attracted tourist to visit the country. Examples of such events are:

– Le Tour De Langkawi

– Petronas Malaysian F! Grandprix

– Malaysian Water Festival

– Labuan International Sea Challenge

– Dragon Boat Festival

– Mount Kinabalu International Climbathon

– Sarawak Regatta

3.1.1 Le Tour de Langkawi

This is a sports tourism highlight in Malaysia. It was first held in 1996, and have been successfully organized annually. Le Tour De Langkawi is all about cycling, competing among the best cyclist from other part of the world. It is said that the Le Tour De Langkawi is equivalent to the prestigious status of several major races in Europe.

The race attracts many international journalists leading to reports and images published world wide. Travel features are also written illustrating the beautiful country and what it has to offer the tourist. The race is named after the original starting point of the race, Langkawi in Kedah, but has since shifted away, sometimes avoiding it altogether. Nowadays, the Tour de Langkawi kicks off at the Petronas Twin Towers in Kuala Lumpur or at the administrative capital of Putrajaya.

3.1.2 Malaysia Water Festival

Attractive events at the festival are dragon boat race, boat race as well as kayak and raft competitions. There are also family-oriented programmes such as beach sepak takraw, beach football, beach volleyball and sand castle building.

This festival is to further promote Langkawi as a tourism destination and Pulau Chenang as a tourist spot,” he told reporters here.

3.2 Development and Enhancement of Historical Places.

Historic buildings and historical areas can be developed and promoted as tourism products to attract foreign as well as domestic tourist and directly will generate revenue from foreign exchange. Historic buildings being restored and converted into museums, art galleries, restaurants and tourist centres are common phenomena in many European countries. In Malaysia, examples of heritage cities include Georgetown, Malacca, Kota Bharu, Taiping, Kuala Lumpur and Kuching.

Many tourists visit heritage cities to encounter and experience their architecture, historic sites and local cultures. Conservation activities help develops the preservation of such historic characters and traditional flavours for the benefit of tourism. Moreover, the conservation of heritage cities could bring economic returns to many sectors including travel agents, tour operators and owners of historic premises.

3.3 Attractions of Islands, Beaches and Shopping Destinations.

Many of Malaysian islands are famous worldwide. More than one island has been called a tropical paradise. Pulau Perhentian (Terengganu), which consists of two islands – Pulau Perhentian Besar and Pulau Perhentian Kecil – have beautiful coral gardens within its waters. Pulau Langkawi, which is famous for the Mahsuri legend, is also a duty-free shopping haven. This paradise also offers several attractions besides its beaches. There’s Telaga Tujuh (Seven Wells), Tasik Dayang Bunting (Lake Of the Pregnant Maiden), wildlife sanctuary Pulau Singa Besar and Pulau Payar Marine Park, to name a few.

As far as shopping destinations are concerned Kuala Lumpur (KL), which is also known as the “Garden City of Lights”, has much to offer the traveller. Shopping havens can be found in Chinatown, Little India, Central Market, local bazaars and the many luxurious shopping malls.

The Zoological Society of London known as ZSL was founded by Stamford Raffles in 1826 and in 1828 it was opened to member of London Zoological Society for the study of animals, Zoo was on open to public until 1947 to get aid funding.

In 1926 there were major expansions to Zoo to accommodate new animals and to keep large animals into natural environment. As Zoo continues to progress and in 1931 it was world’s first open zoological park. In 60s Institute of Zoology was established.

London Zoo has been known as national history and contribution to the zoological world. Despite the low visitor turn up and today it’s a home of wonderful animals of more then 650 species and 130 animals are used breeding purposes. Not only that it’s also recognized world’s first reptile hose in late 40s and in 1852 worlds first aquarium.

Decimus Burton was the first architecture designer of the zoo who was also the designer of Marble Arch London and Colosseum Theater.

Q1: Identify and describe one of the problems that currently exist and explain how it is potentially harming the company.

Problems in London Zoo

London Zoo since it’s opened in 1828 has played vital role in the country scientific and entertainment activity of the society. London Zoo had grown rapidly from early start and continues expending but it ran into multiple problems in 1960s and 1970s due to various reasons.

One of the major problems which can be easily identified is the lack of strategy operation plan for London Zoo. Operation strategy involved keeping the routine operations in place despite the number of visitor to the Zoo. Marketing plan had work out in the past but it all goes into drain, if end of the day customers feel lost and are not entertained or managed well. Customer dissatisfaction can potentially lead to customer not returning to Zoo and as well as it can create bad impression which can harm new or returning visitors.

In these competitive era of entertainment; customer satisfaction is consider a key to success, which London Zoo has failed to provide effectively over the period of time. London Zoo has failed to delight its customer by not providing quality of service for customer processing which involved managing parking areas, queues, information desk, customer handling and information processing. Fail to achieve can lead to customer unhappiness, can create chaos and seriously damage the Zoo image.

Other problem can be related to Society attitude and behaviour towards the animals, today people are well more aware of animal warfare, rights and conservation. There have been questions and debate concerning “what is the role of a Zoo in society”, “should animal be kept in captivity or used for human entertainment”. People have become much more educated and are questioning the role of Zoo in the society.

Attracting number of visitors and applying capacity management operation to keep them organise have been crucial problems of London Zoo for long time. It has harmed company potentially as it has lead to various problems which included cut down in development projects; number of large animals has been move to sister Zoo to cut down the cost, services quality has affected due to lack of funds. This may lead to people not returning to Zoo for next 3 to 6 years unless there has been major development or new attraction in Zoo to drag them back to Zoo.

Q2. Describe the evidence that support your claim that problem exists.

Problems Evidence

The major problems of London Zoo as identified previously have come to know from various sources. The source has been various reviews, feedbacks and various studies have been conducted on London Zoo to identify these problems.

From past experience of the Zoo we have seen the whole operations crashed when more then expected visitor’s attendance. Management announce save my Zoo campaign after it failed to meet the expenses. Campaign attracted 18000 visitors in a day which lead to complete chaos in Zoo; there were queues everywhere, restaurants run out of food, parking problems and visitors found them self lost.

There have been continues decline in number of visitors since 60s and 70s. Number of visitors have be fluctuating because of various reasons, There has been continues increment in number of leisure and attraction places in London only, there are around 130 major attractions in London. There have been numerous communications and travel invention has made easy to travel and trip around world which has made number of domestic visitor to decline.

As stated in case there has been no major development for last 30 years, but in last couple of years Zoo has done some development work to improve the visitor attendance level.

There have been animal welfare, rights, law and ethics awareness as it never been previously. Britain Govt created animal welfare advisory committee in 1967 which later became Farm Animal Welfare Council in 1979. It recommends animal freedoms and rights. There are 5 major freedoms which are promoted under this council which have been given in appendix. There have been debates in society in first half 20th century but its get intensified in 1980s to protect the ethics of animals. Due to continue awareness and debate in society has made people to think about the existence of the Zoo in society and their interest towards the Zoo.

Customer Quality satisfaction has been the main issue in zoo. As it’s mentioned in case study, as Zoological society restructured is organisational departments to improve the operations and quality of service. After reviewing various unbiased reviews, the quality of service has been poor in London Zoo and as customer feedback shows there has been lack in operation management.

There have been number of issues with visitors which includes poor operations and Planning, Empty Cages, Low Food Quality, Queues Everywhere, Lack of Seating, Baby facility.

Few customer reviews have been attached in appendix with references.

Q3. Carry out a critical literature review to identify what is considered to be “Best-Practice” in the area of Operations Management related to the problem.

Literature Review and Best-Practice
Introduction

London is one of the major tourist attraction for visitors around the world, every year approximately 150m number of tourism day trips are made to London (source: The Countryside Commission website) and estimated total attendance 50m to London attractions during 2006 (Source: Visit London website). As a result of large number of visitors; attraction increases competition and importance to continuously improve the service quality to attract large chuck of visitors coming from domestically and internationally.

Literature Review

As previously discussed London Zoo has number of problems from which one of the major problem is to address the issue of service quality and customer satisfaction. There are various academic studies has been conducted to address the issues related to customer satisfaction, service quality and behavioural intent.

Different model present different method of measuring the service quality some author describe as gap between customer expectation and perception, alternate author believe assessing the perceive quality by customer is a component to measure quality.

A literature overview of different models can be found in Cauchick Miguel and Salomi (2004) presented in table 1 below.

Table 1 – Proposed models for measuring service quality

(adapted from Cauchick Miguel and Salomi, 2004).

As it can be concluded from the diagram there is no best practice to be adapted to measure the quality service. SERVQUAL has been centre of debate for most researchers but there have been critics of its accuracy, validity and implication on all kind of service industry.

There has been intense use of SERVQUAL model in different service industry like banking, fast-food restaurant, call centre and other various industries despite huge criticism of the model. As oppose to SERVQUAL other model was developed as a result of criticism, SERVPERF is comparatively less used in industries like hotels, public services, cell phones services and various other. SERVPERF critics believed it’s only applicable in developed countries.

SERVPERF Model

One of the strong critics SERVQUAL model were Cronin and Taylor (1992) and they developed their own new model based on the original model, they argued that quality service can be measured based performance only. SERVPERF model is single item scale and developed based on performance satisfaction as oppose to performance and expectation in SERVQUAL.

SERVQUAL Model

The SERVQUAL model is a technique that can be used to measure a gap and perform analysis of an organization between customer “expectation for the service and their perceptions of the providers”. It can also be used internally to perform the gab analysis of the employees and employers.

It was initially based on 10 aspects if measuring the service quality of an organisation and later refined by author to five dimensions which are reliability, assurances, tangibles, empathy and responsiveness.

SERVQUAL requires conduction a detailed survey or questioner to analysis the gaps between what was expected by the customer and what currently offered by the organisation. It involves relevant important of each question and measurement of perceived service and measurement of quality service provided.

Conclusion

From the brief literature review we can conclude that best practice can be SERVQUAL Model as its widely used in for service quality measurement model. SERVERF can be useful but it’s not as intensely studied and reviewed by researches and practitioners.

SERVQUAL Gap Model Diagram illustrated

Available at: http://www.gccrm.com/eng/content_details.jsp?contentid=2068&subjectid=101 [Accessed 8 November 2009]

Q4. From the conclusions drawn from your literature review and your findings within the case study create a proposal for the changes you would like to see introduced to solve the selected problem.

Finding and Change Proposal

A conclusion can be drowned from research, evidence and literature review that Zoo has number of problems which can be addresses by following these steps.

Service Quality and Customer Satisfaction

Development Work

Animal Captivity and welfare Issues

Service Quality and Customer Satisfaction

As previously found the customer satisfaction and quality of service score was low. Furthermore the finding of review of different customer at various review sites shows that London Zoo operations have poor performance which includes poor operations and planning, empty cages, low quality food and queues everywhere. This shows there is a gap between customer perception and service provided.

As suggested from literature review that customer satisfaction and perception can be achieved and that can be used to improve the services. After gathering the results from SERVQUAL model, these issues should be addressed operation management tools.

Development Works

There has been greater decline towards the visitors attendance due to lack of attraction and facility provided by London Zoo. The new development like “African Bird Safari” in 2005, In 2006 “Meet the Monkeys” opening and walkthroughs “Into Africa” “Butterfly Paradise” and “Gorilla Kingdom” and “Clore Rainforest Lookout” in the year 2007 by the London Zoo were encouraging and right steps towards creating more attractions, But as analysis shows its only mange to increase visitors at smaller scale and reviews shows customer were not satisfy with the new Gorilla Kingdom as their expectation were much higher then the what the got.

There should be continue development in providing support facilities like baby facility, seating facility, parking, extra counters to reduce queues and journey planner for Zoo to walk through the Zoo to give complete and entertaining day out in Zoo.

Animal Captivity and welfare Issues

One of the major concerns by animal rights and welfare society were to address the issues related to animal facility and welfare in society. London Zoo management should work towards the captivity and happiness of animals. London Zoo should work to provide natural environment for animals so there happiness are confirmed with the entertaining of the visitors.

Animal breading and preservation research work should be launched by zoological society and should raise awareness about the work been done but zoological society, so in this way instead of become party against all the animal rights and welfare organisation ZSL can actually work with hand to hand to address these issues and develop a positive society attitude.

Conclusion

The above mentioned points can clearly address the basic and major problems currently faced by London Zoo. It can certainly create positive and healthy attraction and attitude of the society and which can lead to new visitors and as long as returning visitors as well.

Q5. Additional task: If you were appointed as a Management Consultant of London Zoo and you were requested to conduct a competitive analysis of your park versus those offered in: 1) Bristol zoo and 2) Chester zoo in order to improve your competitive edge and attract more customers; which operations mange tools/models would you use to do so and why? After so doing, what set of reasonable improvements would you suggest to the London Zoo director.

Competitive Analysis

To evaluate the strength of competition is the key to gain competitive edge on your competitors. The competitive environment provides opportunity to analysis the own organization and competitor as well, to achieve this edge various tools and models are available which are widely used in different industry sectors.

There are different methods and techniques available to conduct a competitive analysis of different organization in similar industry. Popular models include

Porter’s Five Competitive Forces

SWOT Analysis

Competitive Benchmarking

Porter’s Five Competitive Forces

Michael Porter model provides the framework to gain competitive edge by analysing the industry context in which firm operates. The competitive model is identifying the 5 basic competitive forces:

Entry of competitors

Threat of substitutes

Bargaining Power of buyers

Bargaining Power of suppliers

Rivalry among the existing players

Critics believe that this model is to analysis individual business strategies and extra care is required to not to underestimate current organization strength and weakness.

SWOT Analysis

SWOT analysis is used to analyze the competitor and identify their strengths, weaknesses; opportunities and threats which help determine the target market, competitive edge, customer services and forecasting.

Strengths

This is use to identify the strength, potential strategy, marketing strength, customer services and positive tangible, intangibles.

Weaknesses

Weaknesses involve evaluating the culture, organization structure, operation efficiency, operation capacity, market share and position on experience curve.

Opportunities

An opportunity is consider as a chance to introduce new product or service. Opportunity can arise due to external factors and can increase the chance of high return.

Threats

Similar to opportunity these may lead to potential threat, it can be social changes, customer, competitor, new technology, economic or political and regularity changes.

Benchmarking

Benchmarking is a process to identify performance of organizational processes and activity are best-practice. The objective of benchmarking is to evaluate business unit, division, and organisation performance as compared to similar industry.

There are 5 types of benchmarking

Internal Benchmarking

Competitive Benchmarking

Functional Benchmarking

Generic Benchmarking

Collaborative Benchmarking

In this scenario competitive analysis should be performed using “performance or Competitive Benchmarking”.

Competitive Benchmarking

Competitive Benchmarking is used to identify and compare the company performance with a competitor. Comparison can be all dimension of a business it can range from finance, product and services, technology, development and personal polices.

To increase Zoo competitiveness, it helps to understand how your operations and business processes compare to that your competitors. It allows to examination of current processes and weaknesses which help to change and improve with experience and practice. While conduction benchmarking it should be clearly define and data information shared. Wrong comparison and less information may lead to meaningless comparison.

Process of benchmarking can be elaborate using following diagram.

Benchmarking process [online]

Available at www.pcimag.com [Accessed 17 November 2009]

Improvement Recommendations

Would like to suggest following recommendations:

Strengthen the competitive edge and try to come over weakness identified while doing competitive analysis.

Improve Quality of service and customer satisfaction

Provide support facilities like baby facility, seating areas and information desk

Improve daily operation task effectively

Increase the big animals which can increase the competitive edge

Provide animals with closer to nature living facilities

Take measures to cater the animal happiness and welfare issues.

Appendix

Customer Reviews

London Zoo, not great!

“On a 3 day trip to London and unfortunately was part of a day I felt could have been spent somewhere else! It is one of the worst Zoo’s I have ever been to! Most of the cages were empty and to be honest I have been to much better zoos!!” by gooseuk7 [online]

Available at: http://www.tripadvisor.co.uk/ShowUserReviews-g186338-d187553-r48182591-London_Zoo-London_England.html [Accessed 9 November 2009]

London Zoo – An expensive waste of time

“Costly admission prices to a zoo with few interesting animals and many sections and stalls empty.

The admission prices are already expensive at ?13 per adult, ?10 per child, but then the ticket sellers force you to pay an extra ?1.50 ‘optional donation’. It’s hard to stand up to them to avoid this ‘donation’. Car parking is expensive at ?9.

There were no elephants. This has been the case for a while, and has been mentioned by other reviewers, but seems a shocking omission.

– There were no gorillas – the whole section is boarded off and under development.

– The bugs area was also under development.

– There are none of the exotic animals like pandas any more.

– Many of the animals that were present stayed out of view.

– The food was pricey like the admission (but this is normal for such places).”by yood [online]

Available at: http://www.dooyoo.co.uk/theme-parks-zoos-national/london-zoo/1034722/ [Accessed 8 November 2009]

Disappointing

“I’ve been many times and this time was the most disappointing.

Too many areas seemed to be in the middle of refurbishment.

Night zone was too dark – couldn’t see anything.

I like meerkats, but they seemed to be everywhere.

The outback was dismal showing a lack of ideas.

As I’ve said I’ve been before and those visits were much better, I would still go again in the hope that things improve.

To be honest – Chester zoo is better.” By munslowl [Online]

Available at: http://www.tripadvisor.co.uk/ShowUserReviews-g186338-d187553-r36778432-London_Zoo-London_England.html [Accessed 8 November 2009]

1.0 Introduction:1.1Background/ Preamble:

In today’s world the top three most important industries are telecom, tourism and IT. According to some estimates tourism shares 11% of the total world’s employment and around 100 million were employed in tourism industry during 2008.

Tourism sectors around the world have shown phenomenal growth. Over the last quarter of a century it has grown by 500%. Many economically weak countries are generating their largest share of GDP from the tourism sector.

Thailand’s tourist industry started to grow when Thailand launched “Visit Thailand Year” in 1987. This growth remained constant despite the Gulf war in 1991. This growth period is called as the Golden Decade of Thai Tourism. Economic growth of Thailand also proved to be very helpful for the growth of the tourism sector over the years. According to an official research the tourists coming to Thailand had reached an astonishing 42.5 million.

The focus on Thailand’s government was not the only reason for its growth of the sector; there were other factors which helped the growth. These factors include the prevailing peace after the Cold War, the overall expansion of the countries in the pacific regions, the focus on tourism in the countries around Thailand, the growth and feasibility of the trade between countries, the innovations in the airline sector, the innovations in telecom industry which increased the feasibility of communication and others.

The fact that all these factors were very helpful for the growth of Thailand’s tourism industry was that it was the first country to recognize the advantages of the tourism and set out to implement its tourism campaigns. Thailand also had location advantages as a tourist country as the tourist coming to Thailand also had the option to go either to China or India which are also one of the leading tourist countries.

Following the growth of tourism in Thailand was the growth on middle income class. The later growth stimulated the desire of Thais to travel abroad too. The growth in local tourists has over all declined the net income from the tourism sector of Thailand.

Currently tourism sector of Thailand has a 6.5 percent share in the GDP. Although the tourism industry of Thailand is very flourishing, but it still lags behind other sectors, such as manufacturing and services. Tourists coming to Thailand spend 16 billion dollar each year and spend 9 days in Thailand on average.

Foreign visitors are not the only tourists Thailand depends on. The local residents of Thailand are also a major part of the tourists. Although the amount spent by these tourists is far less than the foreign tourists.

In 2008 more than half of the international tourists were from East Asia, Malaysia and Japan. Malaysian visitors have a majority in the overall number of foreign investors to the country. European countries give close to 25% of the total number of visitors. Around 700,000 Australians visited Thailand in 2008; the number is huge when compared to the total residents in Australia.

1.2 Trends from 2007 to 2011

The number of tourists in the 1stQtr and 2ndQtr of 2009 was around 3.6m and 2.9m respectively. The numbers of tourists were lower than the 1stQtrs of 07 and 08. In the 3rdQtr/09 the no. of visitors is similar to that of both 07 and 08. In the 1stQtr/09 there was the highest number of visitors than the previous two years. The no. of visitors was highest during the 1stQtr/10.

Due to the political instability from April to May 10, the number of visitors was low.

The number of visitors was lower by about 1 to 2 million during year 09 and year 10. Still the number of arrivals in year 10 was record breaking. This shows that visitors forget the instabilities in only around 2 to 3 months.

2.0 Literature review

Countries around the world are facing several problems with the tourism industry. Looking at the current trends there are a number of factors affecting tourism industries. Some of these factors are economic factors, technological factors, political factors, demographic factors and cultural factors.

2.1 Economic factors:

Economic factors of both the host and the visitor’s country impacts a country’s tourism industry. The overall buying power of the visitors acts as a very important determinant for the tourist industry. In some countries the cost the vacations is very high. This discourages visitors from going to the specific country. On the other hand some countries offer cheap vacation packages allowing more visitors to come to their country.

Over all global prosperity also plays a very important role. If the over all economical condition of countries is good this means in most cases that the purchasing power is higher in those countries. When the standards of living are better and the purchasing power is better people can afford more luxuries. Tourism is also considered as a luxury and the overall numbers of tourists from the specific countries grow. Thailand is one of the favorite places for tourists as it provides every thing that tourists want. Low cost and high quality services, beautiful beaches and natural environment.

This also backfires for the host country at many places. Due to higher economic growth in the host country, the residents of the country also will to go abroad for vacations. This causes outflow of money from the economy known as “leakage”. The overall outflow is then balanced by the inflow of currency from other countries. The net income from the tourism industry of the host country is lowered over all due to the local population going abroad for vacations.

Inflation is also a very important determinant when it comes to tourism sector. If the inflation rate is higher in the host country compared to the visitor’s country, the overall spending by the visitors is low in the economy as the price of products and services is higher in the host country. On the other hand if the inflation is lower in the host country compared to the visitor’s country, visitors tend to spend more in the host country.

Thailand is facing a high inflation rate because of increase in the prices of crude oil but the problem is global. But due to difference in exchange rates inflation does not have a major impact on the tourist industry. For example, the appreciation of the euro against the US dollar has increased the number of EU tourists in Thailand. Along with this the purchasing power of Americans in Thailand has been stable, despite the depreciation of the dollar. In order to maintain the price competitiveness of exports the bank of Thailand has not allowed the Baht to appreciate against the dollar. The baht is under upward pressure, and it has an adverse affect on Thailand’s tourist industry. Thailand’s low price level has made it a most reasonable tourist place.

2.2 Technological factors

In the current era aviation technology has seen a lot of advancements. Now days the major cause of inflation in many countries is the increase in fuel prices, but it also greatly hampers the tourism sector. As the increase in the fuel prices also increase the airline ticket prices. Therefore aircraft building companies are bringing a lot of innovation to the air craft designs. Due to this reason the over all air fare is greatly reduced. Countries now pay attention to keep the best and most technologically advanced planes at their main airports so that more visitors can come in.

Infrastructure is very important factor for tourists on vacations. Tourism is considered as luxury act and tourists from across the world want the best or atleast sufficient infrastructure in the country they are about to visit. Example, Dubai is considered a famous tourist location only because it has better infrastructure than many other countries in its region. Tourists when think of Dubai, they know that it will be a place where they will have all the facilities that they might require; this is a global mind set for most of the tourists. Countries therefore must spend heavily on their infrastructure for the growth in the tourism sector.

Now days the use of IT has been a focus of most of the countries. People around the world are now more used to of IT than any other mode of communication. Even visitors now days search online for holiday packages. Countries must make sure that ample information is available relating to their country and tourist spots which people around the world can see and be motivated to visit their country.

2.3 Political factors

Visitors avoid areas of political unrest mainly when they visit other countries for vacations. This is mostly because of the mindset that people want to “enjoy” and “relax” during the vacations. An extreme example can of Egypt currently. Due to the protests for the change of president and protests in previous months the overall tourist industry of Egypt has recently collapsed.

In order to achieve a liberal democracy, Thailand’s economy is facing a fluctuating and worsening political condition. However as tourists are mostly not interested in any country’s political condition then the political instability would not affect the tourism industry. Instable security conditions can be a major problem for the tourism industry. However research shows that if there is any instability in some parts of the country and the political turmoil is happening in a local area then it would not have a major impact on the tourist industry. Such as worsening of political condition in the southern province of Thailand does not have a declining impact on the tourist industry. However if the political instability increases and reaches other parts of the country it will boost tourists insecurity and fear. It will build a negative perception in the minds of tourists about that place. Also it might have a negative impact on tourist’s plans for example, if the crisis in Thailand increases and reaches other parts of the country than it might have a n adverse affect on the tourist industry _ bomb blasts in Bangkok has led to a negative affect on the development of the tourist Industry. Individual and situational characteristics have affected tourists a lot because of the availability on information. It should be considered when taking in the account the security of tourist destinations, that the political instability is exaggerated by the news reporting. Several incidents in Thailand such as terrorists strike are given greater importance by the media than major road accidents. Road accidents in Thailand create a major security risk than a political unrest- and tourists are out most of their time and face many traffic jams every day. How ever Thailand is fairly a safe place than several other countries.

Except for political instability, terrorism also has an indirect relation with the amount of tourists visiting a country. Terrorists also try to target the most important sites of a country to spread their terror. Most of these sites are the same sites to which tourists around the world come to visit. An example can be the pyramids of Geza which can we seen as an ideal spot for terrorists to attack.

Thea Sinclair and Adam Blake of WTO said “The contribution of tourism and travel to both industrialized and developing countries is now so great that any downturns in the level of activity are a cause for concern. The repercussions extend beyond activities directly associated with tourism, notably airlines, hotels and catering, to sectors that supply intermediate or final goods that are purchased by firms and employees in the industry, so that all sectors of the economy are affected to a greater or lesser effect.” In the above quotation they are clearly pointing out the adverse impact of terrorist activities on tourism industry and how this adverse impact amplifies over time.

Examples can be of cases from target killing of tourists in Egypt, bombing in Nairobi, hijacking of planes for the 9/11 attack etc. These activities not only collapse the tourist industry of the specific countries, but it also impacts the overall global growth of tourism. As mentioned above 9/11 had one of the most harmful impacts on “global” tourism industry. The overall impact of the 9/11 attacks cannot be measured but according to an estimate but it lowered world tourism by 10%. To regain the confidence most of the countries are using several encouragement tools such as lowering their air fares.

2.4 Demographic Factors

Demographics of countries also impact the tourism industry. Living patterns and population affects both the demand of tourists and the supply of labour in the tourist industry. Example the overall percentage of tourists from Australia is higher though their population is lower than many other countries.

2.5 Cultural factors

It cannot be ignored that culture is one of the strongest factors affecting the tourist numbers. It can be crucial point when it comes to competitiveness between the countries. Tourism nowdays basically stems out of cultural attractions. And this is this bond of culture and tourism that makes a destination more attractive than other to either go as a tourist, employee, investor or emigrant.

3 Objectives of the study

The main purpose of this study is:

To find out what are the current social problems Thailand is facing regarding its tourism industry.
To find out what are the current economical problems Thailand is facing regarding its tourism industry.
To find out what are the current infrastructure problems Thailand is facing regarding its tourism industry.
To find out how tourism industry of Thailand is suffering due to the current political situation of the country.
To find out what are the current demographical problems Thailand is facing regarding its tourism industry.
To find out what are the current technological problems Thailand is facing regarding its tourism industry.
To find out what are the current demographical problems Thailand is facing regarding its tourism industry.
3.1 Limitations:

In order to conduct this study few limitations will be faced as well, such as:

Geographical research limitations are our first constraint.
The target audience is large in number and it will be very difficult to interact with every tourist of Thailand.
We will not be able to cover all the minor problems related to the sector.
Some of the official analysis by the Thai govt may be restricted to us.
Time is also a big issue which will make our research limited.
3.2 Scope:

In this study we will be focusing on the current economical condition of Thailand. We will relate different economical variables with the tourist sector. These variables can range from inflation to exchange rates. By looking at the previous trends of growth we will try to analyse the future growth of the Thailand’s tourism sector. Through online or paper questionnaires we will try to find out what problems are tourists in Thailand facing.

3.3 Assumptions:

The assumptions we will take in this study are:

The sample size of our research shows the majority of the tourists coming to Thailand
The situation of Thailand remains stable during our research.
Data gathered from TDRI is accurate.

4.0 Research Methodology:

4.1 Research Design:

In order to understand the problems affecting the tourism industry we will first measure the effect of each of the variables on the over all tourism industry of Thailand. In exploring these variables several different studies will be taken under as secondary data to build the foundation. Apart from this, several tourists’ perception surveys will be conducted to develop a deeper understanding.

In order to insure that all the variables are covered we will attach specific weight ages to the variables and the results will be both qualitative and quantitative in nature.

4.2 Procedure:

– Problem Statement

– Study of Thailand’s economy:

Basic understanding of the different sectors,

Problems Thailand is facing as a country,

– Understanding of the Thailand’s tourism industry – foreign perspective:

Introduction of the sector,

Growth of the sector,

Comparison the to the other country’s tourism industries,

Past trends of the sector,

-In-depth research on forces which previously moved the market globally and in relation to Thai tourism:

Economic forces,

Political forces,

Demographic forces,

Technological forces,

– Primary research:

Questionnaire – In-depth Questionnaire,

Hypothetical offers,

In-depth Analysis,

– Conclusion:

Problems and challenges faced by Thailand’s tourism industry,

Recommendations for the Thai government as a whole,

4.3 Sample:

The sample size will be consisting of 100 tourists both local and international.

Interviews will be taken from famous economic analysts’ for in-depth research.

4.4 Measurement/ Instrument Selection:

– Data Collection: Data will be collected through both secondary and primary sources.

Primary data will be collected after complete analysis of available secondary data.

– Method of Data Collection:

Interviews: interviews will be taken from both the tourists and economic analysts. Data gathered from the tourists will be used to form a perception chart of Thailand as a whole and the information gathered from the experts will just be used to see if the research is going on the right track and nothing is being missed out.

Structured questionnaire: For the collection of primary data, in depth structured questionnaires will be developed.

4.5 Variables:

The variables will be incorporated at the later stages, as the research will proceed.

4.6 Hypotheses:

Hypothesis will be incorporated at later stages.

4.7 Software employed:

We will use Spreadsheet and SPSS software in during our study.

Pulau Pinang or Penang is one of the unique and attractive places in Malaysia with its many cultures which make Penang one of tourist’s favorite places and tourists attractions. Basically, Penang is famous for their food, religions, cultures and tourism site. According to the UNESCO Worlds Heritage Site of Georgetown says that there are many religions, cultures and foods in Penang, therefore they can blend it well together to make Penang one of the well known states in Malaysia [1].

There is press statement by YB Danny Law Heng Kiang the Penang State Exco for Tourism Development and Culture said that Penang is ranked in the third place under Kuala Lumpur, and Genting Highland (Pahang) for their tourism destination in Malaysia [1]. At first, Malacca is on top of Penang as tourism destination because they receive approximately 8.9 million tourist arrival in the year 2009. Unfortunately, that statement by Datuk Seri Dr. Ng Yen Yen may be a mistake because as we can see from the table 2, Penang has more tourists’ arrival compare to Malacca [1].

According Britannica Concise Encyclopedia, Penang is an island with an area of 108 sq mi/280 sq km and it is known as one of the busiest ports in the past and it is located in the straits of Malacca, on the North-West Coast of Malaysia. Penang is very famous for their beautiful beaches and islands, foods, cultural, religions and many more [2].

During 16th century, Portuguese merchants Penang was travel from Goa (India) to Far East search for spices, fresh water so they stopped in Penang. In 1786, Penang was very popular among the pirates because they steal ships that cross along Straits of Malacca. At one point, Penang became popular in 18th century and at the same time, Captain Francis Light enter to Penang and start to have good relationship with the locals and also the Sultan of Kedah in 1771. Unfortunately, at that moment itself Sultan of Kedah handed Penang to Captain Francis Light in order to get protection against the threats of Burmese and Siamese. After that, they called Penang as “Prince of Wales Island” and after the settlement; Sultan Abdullah found out that he is being cheated by the British by not willing to offer protection thus he gathered his army to retake Penang. Lastly, after extensive years of struggling between the locals and the British, Malaysia achieves independence in 31st August 1957 and Penang is one of the 13 states. Penang now is known as Pulau Pinang [3].

What is the Culture in Penang?

The cultures in Penang are very unique and most of the tourists interested to know more about Penang’s culture. In 2008, the population is Penang approximately 2 million on the island and 1 million is in Seberai Prai which consists of 42% Chinese, 41% Malay, 10% for Indian and also 5% for the Peranakan or Baba Nyonya. Baba Nyonya’s culture in Penang is different from Malacca. Baba Nyonya’s in Malacca can speak fluent Malay whereby in Penang, the Baba Nyonya’s speaks mixture of Hokkien, Malay and English and most of the Baba Nyonya’s in Penang still practice their Chinese religion and ancestral worshipping [4].

Basically, language that being spoken in Penang is Malay language whereby English and the Chinese (Hokkien) also being spoken widely in Penang. And lastly the Tamil language is being spoken by the tamils among their community. Next is the religion in Penang which most of the people believes such as Buddhist, Islam, Hindu, Christian, and many more. Basically, Buddhism is one of the main religions in Penang whereby Islam still the official religion of the state. As you can see that Penang’s culture is a mixture of Malay, Chinese Indian and it is very interesting for tourist’s attractions [4].

Furthermore, Penang is famous for their food and this is one of the Penang’s cultures. The food in Penang can easily get almost everywhere and anytime in Penang. According the time magazine in 2004, Penang has been the best street food in Asia. Penang is the only place to find such a wonderful, tasty and nice food and also it is so cheap compared to Kuala Lumpur and sometimes people called Penang is the food heaven to eat. The food in Penang is an assortment of Chinese, Nyonya, Malay, India, Thai cuisine. There in Penang also famous for the hawkers’ food which they sell and served by the road side [4].

Besides that, one of the reason why Penang famous is because they have various of events and festivals that they celebrates such as Penang International Dragon Boat Festival, Chin-gay, Pesta Pulau Pinang, Hari Raya Aidilfitri, Thaipusam, Chinese New Year, Hungry Ghost Festival and many more. These festivals would attract many tourists from all over the world to come and experience throughout the festivals. Moreover, it would be nice if tourists from Malaysia or outside Malaysia to give support and celebrates together in these interesting events. The international dragon boat festival usually held around June and July during the school holidays. Chingay is one of the famous cultural events in penang because it is being celebrated because of the birthday of Kuan Yin or the Goodness of Mercy. Normally, this event is being celebrated every year and attracts tourists as far from United States, Japan, South Africa and also Netherlands. Chingay festival is a parade which teams of people will show their skills at balancing 40 foot bamboo flagpoles on their body such as heads, shoulder, hands, and knees. And lastly, Pesta Pulau Pinang is one of the cultural events that being celebrated by all races in Penang. Pesta Pulau Pinang is a carnival that being celebrated in December and it always be lively, happening and colorful carnival every year. There would have a lots of activity includes open air concerts, variety shows, food bazaars, fun fairs, pet shows, exhibitions, games and many more [5].

What is an event?

Basically events is about to have a particular function or to inform our guest that when some exciting things is going to happen and going to celebrate. For example, book launches weddings, concerts, carnivals and many more. It is more like a preparations for that particular functions to make it runs smoothly and beautifully. It starts from the PA systems, music, VIP rooms, foods, red carpet, guests and many more [6].

Cultural events that being celebrated by in Penang

Penang is famous for their cultures, ethnicities, foods and festivals. Penang’s has so many events and festivals that being celebrated throughout the year. Hence, the entire tourist from every parts of the world celebrates together with colorful happenings events in Penang. There are few festivals that being celebrated by all races in Penang such As Chinese New Year, International Dragon Boat Festival, Penang Beach Carnival, Penang Cultural Festival, Malaysia Festival and Pesta Pulau Festivals. The purpose all these festivals are held because is to gather everyone and celebrates the harmonious and unique multi culture in Penang. Many activities are held on the festival’s example fashion parades, inter-hotel competition, performance, sell handicrafts, and many more [7].

1.2 The Problem Statement

The purpose of me choosing this topic is because as we can see Penang is developing to one of the leading tourism states. Cultural and events tourism is a product which is difficult to be tested first before use, so by having the cultural events in Penang can also gives Penang recognition as a world heritage site and will be portraying the cultural diversity of Penang. On top of that, by having cultural events and festivals in Penang can analyze the number of tourists inbounds to Penang. Besides that, tourists can come over and try to experience and spread the news to everyone out there about the cultural events that being celebrated by all races in Penang. There are few popular cultural events that being celebrated such as Thaipusam, Chap Goh Meh, St. Anne’s festival, hungry ghost festival and many more. Basically, Penang is famous for their cultural diversity where they preserve their own traditions and performing arts. On top of that, Penang has own tradition of street culture, celebrations, festivals, and ethnic groups and it will be the most unforgettable moments for the tourists who come and experience the festivals. Lastly, the “Visit Calendar 2010” has their plans to make Penang as the active tourism sector.

Research Objectives/ Aims

The objective of this proposal is:

To analyze the number of tourists inbounds to Penang during the cultural events celebration.
To unite all people together to celebrate cultural events in Penang to support the slogan “Satu Malaysia”.
To investigate the number of tourists that visit Penang according their nationalities.
To determine the most favorable cultural events to the least popular and why?
To study the revenue or loses generated by tourists as to the cost incurred by the state government to these events.

By accumulating these results, we can determine whether to sustain, preserve or to promote cultural events or festivals for the coming years.

Research Questions

What are the number of tourists inbound to Penang in the 2009?
Should Ministry of Tourism Malaysia encourage more cultural events celebrations in order to give Penang recognition as a world heritage site?
Should we preserve, promote and sustain our cultural events in Penang in order to pull more tourists from all over the world?
What the pull factors are for tourists to visits Penang every year?
Hypothesis Statement

Hypothesis statement for this topic would be that Penang’s culture has a unique attribute that brings people together by having cultural events and festivals throughout the year. To boast those cultural events and festivals requires financial capital, intellectual capital, cultural capital and also social capital to run the events [8]. The existence of cultural events makes people understand other people’s culture better so that they can understand one and another as well as supporting our Malaysia’s motto which is “Satu Malaysia”. According to Datuk Lim Guan Eng, the Chief Minister of Penang says that they have to give 100% commitment to protect, preserve, sustain and promote the cultural events in Penang so that it can bring the people together and unite the culture and celebrate it collectively. These would reflect the multiracial people and well preserve culture and heritage which is being listed in UNESCO World Cultural and Heritage Site lately [9].

In the past 6 years, there were twelve countries affected by Tsunami disaster on 26th September 2004 and one of the countries is Malaysia. There were two states in Malaysia was affected by Tsunami which is Penang and Kedah. Both these areas lost everything during the tsunami disasters. At that time, most of the people or tourists are in fear for travelling to other countries. Most of the fisherman’s village in Kedah is destroyed by the tsunami. On top of that, Penang’s tourism slightly decline due to this unwanted disaster. The Government, Corporate, NGO’s, and also individuals contribute millions of dollars to help the victim’s accommodation, medical and many more [9]. Furthermore, there was a change in politics, economy and society due to the tsunami disaster. Penang’s economy slightly decline because lacking of tourists from outside and inside the country. Tourists afraid to come and visits Penang thus not much activity or celebrations can we held during that particular period of timer [9].

As we know that the mass media plays important roles in promoting any advertisement doesn’t matter in the website or in the daily newspaper. By promoting and advertise something in the website or newspaper, radio, television and so forth may increase the number of tourists who come to Penang. This is one of the strategies to pull tourists to come to Penang after the Tsunami’s tragedy. There are some advertisements that may push tourists out of their state or country to come to Penang by having Cheap Air Flight to Penang inclusive Hotel Rooms. For example, in figure 1.0 and figure 1.1 show that Air Asia offer or promotes cheap flight tickets inclusive a room for the tourists as below as Rm1.00 [10]. Tourists can choose to fly either Penang, Kuching, Kuala Lumpur, and Johor Bahru. The travelling period for the tourists is at any time in July 1st 2011 to November 10th 2011. This is because we want more tourists to come to Penang for vacation and also at the same time we can promote different cultural events and festivals that are being celebrating every month [10].

Furthermore, Penang State Tourism is promoting their state as by the campaign goes “Visit Penang 2010-1012”. So there are many kinds of activities and events is held for example Esplanade in Action- an Evening of Cultural Performance, Penang Sakura Blossom, Chinese New Year cruise-Lili Marleen and many more. Besides that, the food is one of the attractions besides cultural events in Penang for example, Thai Food Fiesta 2010, Penang Durian and Fruits Festivals, Pesta Pulau Pinang and many more.

According to Natalie Lee, one of the students from University New South Wales stated that Facebook is one of the top growing social networking in the world nowadays which has more than 140 million users in the whole world. It allows us to find and communicate with our friends and share photos, promoting tourism sites and many more. Penang promotes their tourism sites through Facebook, websites, blogs and many more to pull tourists from every parts of the world. They can share photos, promote hotel rooms, flight tickets to Penang, and update latest events in penang and promote it to all their family members, friends and many more. It is one of the best ways to promote Penang to outsiders [11]. .

Theoretical/ Conceptual Framework

Theoretical framework

As what I have showed the conceptual framework below shows that the research is focus more on the cultural events that being celebrated by all races in Penang. It will be scoped into structural support and cultural infrastructure/ spaces for the cultural events. Next under structural support diagram it will be divided into few points such as handling promotions, ticketing, licensing, printing and distribution of flyers. Besides that, for the cultural infrastructure / spaces will be divided into two main points which is cultural hub and also communities.

At the top part of the framework shows that some of the events and festivals that is being celebrated by all races in Penang. Cultural festivals that being celebrated in Penang is Pesta Pulau Pinang, Hungry Ghost Festival, Chingay, Bon Odori and many more. The purpose of celebrating these festivals is because to sustain and promote the cultural events in Penang thus promote it to tourists from every parts of the world.

For the second phase of the framework, is the cultural infrastructure and spaces which can be divided into two parts which is cultural hub and communities. According to S.B.Tan, Professor School Of Art, University Sains Malaysia says that the cultural hub, is basically where the performances or festivals is going to carried out, for example museums, restaurants, and many more. Whereby, for the communities are basically about where the festivals or events should should be placed in areas where most of the people live,for example city in Georgetown or Balik Pulau. It would be much easier for the people in Penang to travel to those particular places to celebrate the events [12].

Moving on, on the third phase is the structural support for example handling promotion, ticketing, licensing, distribution flyers and printing.

Scope and Limitations

The scope for this study is mainly based on the Tourism Industry in Penang that is rapidly growing in this 21st century. The importance of this sector to the Malaysia’s economy is to pull more tourists to come and visits Penang through the 3 years campaign of the state government by promoting their “VisitPenang 2010- 2012” [13]. According to hotel statistics, in 2008 [14], Penang received 6.3 million tourist inbounds excluding the excursionist who arrive on cruise or live with their family and friends. The figure is higher than previous year which is 5.1 million. Penang State Government’s has a mission to target 10 million tourists in 2014 which is 4 years from now. Penang’s most profitable income earner comes from tourism sector after manufacturing. According to Ministry of Tourism, Malaysia, the number of local and international tourists arrivals in Penang in 2005 is 48% international tourists whereby for the locals is 52% which comes up 4, 351,909 tourists overall. Every year, the number slightly increased doesn’t matter it is international tourists nor local people. Regrettably, in 2009 the number of tourists declined sharply which is from 6,307,468 in 2008 but unfortunately in 2009, the number has dropped to 1,347,356 overall totals. Penang this is because Penang focuses more on developing medical tourism and eco-tourism in this few years [13]. This study will look at the statistics rate or the number of tourists come and visits Penang to celebrates and experience the cultural events and festivals thus food as well. There were limitation sources to find for this topic. To find for data and information’s, researcher using Google Scholar with journals, articles, Pdftop.com, Kdu Library and online book. Some of the journals and articles need to be purchased or log in as a member in order to read the articles and journals.

1.8 Significance of the study

Significance of studying this topic is to analyze the number of tourists inbounds in Penang during the cultural events celebrations whether it gives impacts towards Penang’s economy or local environment. Besides that, it is important for us to know what is Penang’s mission and target for the tourism sector. Currently, Penang is being ranked at no.4 in foreign and domestic tourists arrivals in Malaysia after Kuala Lumpur, Pahang and Sabah. YB Danny Law Heng Kiang, Chairman for the State Tourism Development Culture, Arts, and Heritage says that he really hopes one day Penang would be No.1 or No.2 in foreign and domestics tourist’s arrivals in Malaysia. According to statistics, the number of hotel guests is increasing rapidly from 68.8 million in 2008 compared to 61.6 in 2007 especially during the cultural events and festivals that being celebrated every month. It shows that the graph for tourism sector will increase every year [15].

Chapter 2
2.1 Literature Review
Definition of cultural events

Events are something that happens at a given place. An event is one of the top growing tourism industries and also most thrilling and yet it is connected to leisure. One of the reason why so many countries keeps on promoting their events so that they can pull more tourists from every parts of the world to come and visits their country. Basically, an event is more to persuade tourists to come or participate during their events and also can makes them stay longer in that particular area. According to Getz, events are one of the important roles in tourism industry because it can attract more tourists thus to fill up their free during their visits to that particular country (1991). Most of the tourists expects for festivals, events or attractions in a tourism destination. Events or festivals also can intensify tourists experience and perhaps can make tourists stay longer thus persuade them to extend their holidays in particular tourism destinations (Getz, 1991). Cultural events basically are for religious, public events such as arts, performances, crafts demonstrations, and many more (Richards, 1996).All the small towns are actively has cultural events for profit, or to boost the tourism industry (Goldblatt, 2002). Most of the tourists are attracted to unique cultural events and somehow they will participate when the event is held. Organizers would make the cultural events livelier to ensure that the tourists meet their satisfaction during the festivals thus to make sure that they gets more profit from the tourists. Why is it so because to increase the tourism industry and to promote our country to worldwide.

2.2 Statistics Rate Tourists Come to Penang

Statistics plays important role in counting the number of tourist’s inbounds in Penang 2005 – 2009. How many tourists have been visiting Penang? To calculate and determine the actual statistics requires big costs of money to collect data, to analyze and to present it to the state government. The number of tourists visiting Penang announced by the Tourism Ministry is based on immigration cards filled with their profiles at the by visitors and have to show it at the port of entry. Tourists are freely to move everywhere within the country unless visitors did bad mistakes.

According to Penang State Government, Penang has their own statistics rate number of international and local tourist’s arrivals in Penang in 2005 to march 2009. Within these 5 years, overall total number of tourists either locals or international is about 21, 881,848 people arrived in Penang .In 2005 the local tourists arrival is about 2,267532 people whereby the international tourists approximately about 2,084,377 people. Furthermore, the overall total number of tourists in 2006 is about 4,688,504 people which are in percentages 54% of local tourists and 46% of international visitors. Moving on, the overall total number of tourist’s arrivals in Penang in 2007 has increasing compared to year before which is 2006 which is 5,186,611 tourists. Among the 5 years between 2005- 2009, the highest amount of tourists arrival is in 2008 which is 6,307,468 visitors in percentages it would be 55% for the locals and 45% for the international tourists inbounds in Penang. Finally, in 2009 the total number of tourists inbounds in Penang was sharply dropped from 6,307,468 tourists in previous year whereby in 2009 the overall total number of tourists is 1,347,356 visitors’ arrivals in Penang (2010).

As stated by the Tourism Minister, Datuk Seri Ng Yen Yen, tourist’s arrivals in 2009 has dropped from 6,307,468 to 1,347,356 tourists due to the Influenza a (H1N1) scare. On the other hand, international tourists from Europe and United Kingdom remained the same. She stated that the tourists are safe as health authorities helps to prevent the spread of the disease towards the tourists. On top of that, Datuk Ng.Yen Yen had a discussion with the directors of 44 Tourism Malaysia regarding promotional plans to persuade tourists to visits Malaysia because Malaysia is one of the countries safe from Influenza H1N1 (Bernama).

As mentioned earlier, Malacca overtakes Penang as tourist’s destination in 2009. Statistics shows that tourist’s arrival in Penang dropped from 6.3 million in 2008 to 1.3 million in 2009. Compared Penang to Malacca, Penang has a lot and good accessibility and products for example foods, beaches, cultures, and many more. Datuk Seri Dr. Ng Yen Yen strictly wants the state government to do something in order to increase more tourists in 2010. She suggested that Penang has a potential to become one of the country’s leading tourists destination because Penang has 191 flights from 12 international airlines flying in Penang. Besides that, she recommend that state government should put more initiative in hiring well-trained tourists guides which experts in the field of Penang history and heritage. These tour guides, service counters, and restaurant employees should know very well and are able to share the history and stories behind heritage buildings. In this way, we can give the visitors special services and make them satisfy during their visits to Penang (Y.Y.Ng, Nov, 2010).

2.3 The Economic and Social cultural Impacts on Cultural Events in Penang

According to Gawler Visitor Information Centre, cultural events is one of the most exciting festival celebrations that can pulls many tourists from every parts of the world to make revenues in the economy of tourism industry . On top of that, behind the significant of cultural events, it has its economic and also socio cultural impacts on cultural events in Penang. There are few factors will indicate the economic and socio cultural impacts on cultural events in Penang.

Economic impacts on cultural events in Penang

As stated above, there are few factors that show the economic impacts on cultural events in Penang and it can be divided into negative and positive. Negative economic impacts on cultural events in Penang are the revenue or loses generated by tourists as to the cost incurred by the state government to these events. According to Priscilla, Penang tourism sector requires approximately RM 50 million for tourism in Penang. Based on 2008 statistics, there were 6.3 million tourists arrivals in Penang and as what the Chief Minister said that RM 500,000 is not enough for the tourism to conduct an activities and events especially which is connected to the infrastructure, promotions, and also improving the facilities (2010). The RM 50 million are required in order to have events, festivals, upgrading the quality of beaches and many more as now Penang is the third highest contribution state in tourism sector. According to Ministry of Tourism Malaysia, in 2009, the tourists arrivals in Penang has dropped to 1.3 million due to the influenza H1N1 thus there were loses generated by tourists as to the high amount of cost incurred by the state government to these tourism sector (2010). The money that they use to upgrading the facilities, promotions, events and festivals is not balance with how much money the tourists spend during their visits to Penang thus it would be a lose for Penang. The positive economy impacts on cultural impacts in Penang are can increase the tourism economy and society development in Penang (Jafari, 2000). Positive impacts on cultural events in Penang would be the job opportunities in Penang. In 2008, hotels in Penang received approximately 6.3 million tourists which are locals and also international compared to 2007 about 5.1 million tourists’ arrivals in Penang. The statistics shows that there was slightly increase of 1.2 million visitor’s arrivals which would indicate that there are so many job opportunities out there for the people who really need to work (Administrator III, 2009). This is say that they need more labors to work in such places like hotels, restaurants, tour guides, and many more. Moving on, in 2010, Penang Tourism Minister target 10 million tourists’ arrivals in 2014. Indirectly says that they need more employment to work in this industry (Administrator III, 2010).

Socio Cultural Impacts on Cultural Events in Penang

In this part of literature review, one of the socio cultural impacts on cultural events in Penang is diplomatic relations. According to The Star Online, Penang Government and Russian Embassy are thinking to organize a Russian cultural event every year in order to remembrance of the Russian battleship (Zhemchug) close by Penang coast during the World War. Vorobyeva Lyudmila Georgievna the new Russian ambassador said that their sailors we’ve been buried in Western Cemetery on Jalan Utama in Penang Island and Pulau Jerejak. Besides that, she also expresses her gratitude to Penang State because the help to clean and uphold those 12 sailors that have been buried in Western Cemetery. Furthermore, she spoke to Datuk Seri Lim Guan Eng and said that it would be much better to organize a Russian cultural event in Penang every year. She suggests that the Russian cultural event would have interesting Russian folk performances, classical, Russian music, and also Russian food as well. Thus, Malaysia can have bond relationships Russian and with the Russian cultural event it would help to encourage more Russian tourists to come to Penang in the future (2010).

Conclusion

In conclusion, cultural events are one of the pull factors to bring in tourists from every parts of the world regardless the international or the local tourists. To have such cultural events or festivals can increase our economy in tourism sector thus Penang can be one of the states to be recognize internationally with the uniqueness and amazing beaches, nice foods, great heritage and many more. The existence of cultural events can also promote and bond relationships between the locals and visitors by having lots of activities and know how to appreciate different cultures, religion and race.

Chapter 3
Research design and methodology
3.1 Overview

In Chapter 3, there will be 5 main points to highlight in this sample proposal. In the first part of this topic is the general idea on the research design and methodology. Next, it is the elaboration about the introduction of the research proposal. Basically, it talks about the purpose of doing this topic and explanation about the cultural events that s being celebrated by all races in Penang. Moving on, there will be a research design in this chapter 3 such as investigating the population and the sampling techniques that is going to apply. After that, it will be explanation regarding the procedures of data collection and data analysis which will be divided into 2 sections which is primary data and secondary data. And lastly, there will be a short explanation about the questionnaires design.

Reff
Administrator III (2009) “boost in Penang tourists arrivals”
http://www.visitpenang.gov.my/portal3/penang-tourism-news/539-boost-in-penang-tourist-arrivals.html
Administrator III (2010) “Speech by The Rt Hon Mr Lim Guan Eng, Chief Minister of Penang- Launch of the Penang Investment Tourism Office (PITO), Singapore”
http://www.visitpenang.gov.my/portal3/penang-tourism-news/1187-speech-by-the-rt-hon-mr-lim-guan-eng-chief-minister-of-penang-launch-of-the-penang-investment-tourism-office-pito-singapore.html
PRISCILLA DIELENBERG (2010) “CM: Penang needs RM50mil for tourism”

http://thestar.com.my/news/story.asp?sec=nation&file=/2010/4/18/nation/20100418170830

Ministry of tourism Malaysia (2010)”NUMBER OF TOURIST ARRIVALS FROM TEN LEADING COUNTRIES TRANSITING THROUGH PENANG AIRPORT 2004 – 2008?

http://www.penang.gov.my/index.php?ch=16&pg=44&lang=eng

Jafari, J. (2000). APEC international tourism symposium: the scientification of tourism.

65 Korea Tourism Policy, summer, Vol.2, No.3, 56-59. Seoul: Korea tourism Research Institute (KTRI).

http://www2.uwstout.edu/content/lib/thesis/2002/2002kwonh.pdf

Tourism facts sheet “gawler visitor tourism centre”

http://www.gawler.sa.gov.au/webdata/resources/files/5_Gawler_Impacts_Tourism.PDF

The star online (2010) “Annual Russian fest proposed”

http://thestar.my/metro/story.asp?file=/2010/11/6/north/7320843&sec=north

ProbleemanalyseInleiding

Bij het opstarten van een project is een probleemanalyse van essentieel belang. Na het bestuderen van het probleem en de vragen van de opdrachtgever, wordt een helder en duidelijk managementprobleem geformuleerd. Naast de opdracht formuleer je wat je gaat onderzoeken, op welke manier je dat gaat doen en waarom. De onderdelen die in de probleemanalyse aan bod komen zijn het managementprobleem, het onderzoeksprobleem, componenten, de onderzoeksdoelstelling gevolgd door de onderliggende onderzoeksvragen en op het einde het theoretisch kader, waar alle begrippen en theorieen in vermeld worden.

De probleemanalyse wordt aangeboden aan de opdrachtgever, die de analyse goed- of afkeurt. Bij goedkeuring aanvaardt de opdrachtgever dat het projectteam de opdracht gaat uitvoeren.

Managementprobleem

De NHTV international hogeschool Breda is een allround kennisinstituut op het gebied van recreatie en toerisme. De NHTV leidt niet alleen (inter)nationale studenten op, maar organiseert ook congressen en neemt deel aan workshops en seminars over de hele wereld.

De missie van de hogeschool luidt als volgt: ‘NHTV wil een bijdrage leveren aan de maatschappij door in nauwe samenwerking met de internationale werkvelden (jonge) mensen op te leiden tot verantwoordelijke professionals voor een globaliserende werk- en kennisomgeving. De instelling wil medewerkers en studenten inspireren en uitdagen hun talenten optimaal te ontwikkelen, hun kennis en kunde te integreren en deze als professional of als wetenschapper op excellente en duurzame wijze toe te passen in de samenleving. (NHTV, 2010)

Daarnaast is de hogeschool nauw betrokken bij het internationale toerisme en recreatieve bedrijfsleven, vooral als het gaat over innovatieve en duurzame ontwikkelingen. De hogeschool is een door de World Tourism Organization gecertificeerde opleiding die serieus meedenkt over etnische vraagstukken in het internationale toerisme. Daarnaast is de NHTV nauw betrokken bij de Initiatiefgroep Duurzaam Uitgaan Toerisme (IDUT).

De opleiding Management Toerisme denkt erover om, in navolging van IDUT, een nieuw platform op te richten, namelijk het Internationaal Innovatieplatform Toeristisch Vervoer. De NHTV, de wereld, de toerist en de recreant hebben namelijk een ding gemeen: ze zijn altijd in beweging. Het probleem is echter dat er een heldere visie op toeristisch en recreatief vervoer ontbreekt.

Niet eerder is nagedacht over of onderzoek gedaan naar aspecten als ethiek, duurzaamheid, snelheid, prijs enzovoorts. Met het oog op de ontwikkelingen naar een beleveniseconomie en zelfs een transformationele economie, wil het Internationaal Innovatieplatform Toeristisch Vervoer een visie laten ontwikkelen op toeristisch-recreatief vervoer die de basis vormt voor een betekenisvol belevingsconcept. Er wordt als het ware een creatieve en overtuigende vertaalslag gemaakt van de droom (visie) naar de daad (concept). Het concept dient vervolgens globaal getoetst te worden op ethische en duurzaamheidaspecten.

Tot op heden is er ook geen onderzoek gedaan naar nieuwe volggroepen die aansluiten bij de producten en het concept. Het is de bedoeling dat een of meer volggroepen zich aantoonbaar aangesproken gaan voelen door de beleving die deze producten oplevert. De karakteristiek van deze volgroepen dient op basis van de waardegeorienteerde lifestyle-segmentatiemodellen gegeven te worden.

Daarnaast dient het belevingsconcept aantoonbaar geschikt te zijn voor de ontwikkeling van een aantal verschillende en onderscheidende belevingsproducten. Daarbij dient een belevingsproduct op hoofdlijnen uitgewerkt te worden.

Uiteindelijk zal aangegeven worden hoe de betrokkenheid en/of binding tussen volggroep en belevingsproduct door interactieve communicatie kan worden bevorderd. Daarbij gaat het om het regisseren van de communicatie. (Handleiding CPO2, 2010)

Onderzoeksprobleem

Zoals in het managementprobleem beschreven staat, ontbreekt een heldere visie op toeristisch en recreatief vervoer. De NHTV geeft de student Management Toerisme om die reden de opdracht om – op basis van een persoonlijke visie op toeristisch recreatief vervoer – een sterk belevingsconcept voor een specifieke vorm van toeristisch-recreatief vervoer te ontwikkelen, waaraan verschillende onderscheidende belevingsproducten gekoppeld kunnen worden en waardoor met naam te benoemen volggroepen zich aangesproken en verbonden voelen.

Met de introductie van het belevingsconcept voor vakantievervoer dient de eerste publicatie van het Internationaal Innovatieplatform Toeristisch Vervoer gevoed te worden.

De compacte vraag die ik mijzelf bij dit project heb gesteld luidt als volgt:

“Hoe kan ik vanuit een persoonlijke visie komen tot een belevingsconcept?”

Om antwoord te geven op de bovenstaande onderzoeksvraag dient er informatie te worden verzameld over de diverse aspecten die bij dit project van belang zullen zijn. Zo zal de aanbodkant van het toeristisch-recreatief vervoer in kaart moeten worden gebracht en dient er onderzoek gedaan te worden naar de trends en ontwikkelingen van toeristisch-recreatief vervoer. Daarbij zal er gekeken worden naar de situatie op micro- en meso-niveau. Aan de hand van de micro-analyse dient er in kaart te worden gebracht wat de kernwaarden en motieven zijn, welke in verbinding staan met het toeristisch-recreatief vervoer.

Een duidelijk beeld van de bovenstaande aspecten maakt het mogelijk een persoonlijk visie te formuleren waarna je kunt komen tot een belevingsconcept.

Componenten

Om antwoord te geven op de onderzoeksvragen zijn een aantal deelstudies noodzakelijk om te voorzien in de gedefinieerde informatie- en adviesbehoefte. In de opstartfase diende iedere student een keuze te maken tussen vervoer via land, water of lucht. De keuze is uiteindelijk gevallen op de vervoerssector ‘transport over water’. De reden hiervoor is dat het transport over water, in tegenstelling tot andere toeristisch-recreatieve vervoersmogelijkheden een stijgende lijn kent in het aantal passagiers. Daarnaast ontdoet het ‘transport via water’ zich van zijn stoffige imago en hebben cruisemaatschappijen hun focus gelegd op de bouw van innovatieve schepen en het aanspreken van nieuwe doelgroepen.

Het ABCDEF-model loopt als de rode draad door het conceptontwikkelingsproces heen. Deze methodiek is een uitbereiding van het conceptontwikkelingsproces en bevat de onderdelen: aandacht en analyse, broeden en beleven, creeren van een concept, design van belevenissen, experience platform en follow up. De ABCDEF-methodiek is kwalitatief van aard en gaat om het blootleggen van het hart of de ziel en deze in conceptvorm te vangen.

Allereerst zal worden ingegaan op een nadere uitwerking van de aanbodkant. Er dient onderzocht te worden welke mogelijkheden reisorganisaties bieden, welke trends en ontwikkelingen er van toepassing zijn en waar de vervoerssector zich in onderscheid. Informatie hierover is te vinden op internet, in de databases van Tourpress en de Reisrevue. Daarnaast worden websites van touroperators en transportbedrijven geraadpleegt.

Vervolgens zal worden ingegaan op vraag- en (deels) aanbodkant van toeristisch-recreatief vervoer over het water. Deze onderdelen bevat deelvragen die het doel hebben de situatie op macro-, meso- en micro-niveau te beschrijven. De macro-omgeving zal beschreven worden aan de hand van het DSTEPJ-model en de meso-omgeving zal beschreven worden aan de hand van het ABCD-model.

De micro-analyse maakt onderdeel uit van de vraagkant, waarbij gekeken wordt naar de kernwaarden en motivaties van reizigers. Bij de micro-analyse zal gebruik worden gemaakt van het Mentality-model van Motivaction, die onderscheid maakt in verschillende sociale milieus. Daarnaast zal bij het onderzoeken van consumententrends publicaties en databases van Tourpress, Reisrevue, NBTC, TNS NIPO en de ANVR geraadpleegd worden.

Theorieen en begrippen betreffende visie, duurzaamheid en ethiek, concept- en productontwikkeling etc. zijn te vinden in de literatuur van Nijs en Peters ‘Imagineering’, Rijkenberg ‘Concepting’ en Boers en Beunders ‘De andere kant van de vrije tijd’.

Onderzoeksdoelstelling

Inzicht verkrijgen in de aanbodkant, trends en ontwikkelingen en kernwaarden en motivaties van het toeristisch-recreatief vervoer teneinde een visie te ontwikkelen op toeristisch-recreatief vervoer die de basis vormt voor een betekenisvol belevingsconcept.

Inzicht verkrijgen in de aanbodkant, trends en ontwikkelingen en kernwaarden en motivaties van het toeristisch-recreatief vervoer teneinde een sterk belevingsconcept voor een specifieke vorm van toeristisch-recreatief vervoer te ontwikkelen, waaraan verschillende onderscheidende belevingsproducten gekoppeld kunnen worden en waardoor met naam te benoemen volggroepen zich aangesproken en verbonden voelen.

Onderzoeksvragen
Hoe ziet het aanbodkant eruit van toeristisch-recreatief vervoer over het water?
Hoe ziet de situatie eruit op macro-niveau?
Hoe ziet de situatie eruit op meso-niveau?
Hoe ziet de situatie eruit op micro-niveau?
Theoretisch kader

Het ABCDEF-model loopt als de rode draad door het conceptontwikkelingsproces heen. Deze methodiek is een uitbereiding van het conceptontwikkelingsproces en bevat de volgende onderdelen

Analyse en Aandacht. Analyse van vraag als aanbodkant. Inleven in de ziel, de aard, het unieke DNA van het aanbod aan toeristisch recreatief vervoer.
Broeden en Beleven. Ontwikkelen van een subjectieve en onderscheidende visie op toeristisch recreatief vervoer en de daarin gekozen sector.
Creeren van een Concept. Het vertalen van een visie in een concept.
Design van belevenissen. Ontwerpen van belevingsproducten, diensten of belevenissen.
Experience platform. Emotionele betrokkenheid, loyaliteit creeren.
Follow up. Het werken met belevingsconcepten en -producten leidt tot innovaties binnen het bedrijf. (Projecthandleiding CPO2, 2010)

Bij het maken van een situatieanalyse kan een onderscheid gemaakt worden in een externe (ook wel omgevingsanalyse genoemd) en een interne situatieanalyse. De externe analyse bestaat uit variabelen die van invloed zijn op de activiteiten van de organisatie, maar waarop door de organisatie zelf geen (of weinig) invloed kan worden uitgeoefend. In de literatuur wordt hierbij een verder onderscheid gemaakt in macro-omgeving en meso-omgeving.

De macro-omgevingsanalyse, ook wel eens trendanalyse genoemd, wordt gebruikt om de huidige en toekomstige trends en/of gebeurtenissen te lokaliseren, die potentiele mogelijkheden of bedreigingen vormen voor de organisatie. Bij de eerste onderzoeksvraag zal gebruik worden gemaakt van het DSTEPJ-model, waaronder de demografische factoren, sociaal culturele omgevingsvariabelen, technologische omgevingsvariabelen, economische omgevingsvariabelen, politieke omgevingsvariabelen en juridische variabelen vallen.

Demografische factoren: kenmerken die te maken hebben met de Nederlandse bevolking.
Economische factoren: kenmerken die te maken hebben met de economie van Nederland.
Sociaal-culturele factoren: kenmerken van cultuur en leefgewoonten van Nederland.
Technologische factoren: kenmerken van de ontwikkeling op technologisch gebied.
Ecologische factoren: kenmerken die te maken hebben met de fysieke omgeving en milieu.
Politiek: kenmerken van overheidsbeslissingen.
Juridische factoren: kenmerken van overheidsbeslissingen (Intemarketing.nl, 2010)

Factoren uit de meso-omgeving hebben te maken met factoren binnen de branche, die van invloed zijn op het functioneren van de organisatie. Hierbij gaat het vooral om marktvormen, marktstructuur en marktorganisatie vanuit de vraagzijde en vanuit de aanbodzijde. En ook de concurrentie- en concurrentieanalyse is hier van belang. De vraag naar vakanties in het algemeen, de binnenlandse vakantie in het bijzonder en specifiek naar kamperen, zijn ontwikkelingen binnen de branche van verblijfsrecreatie, die voor een camping van belang zijn. De meso-analyse zal worden beschreven aan de hand van het ABCD-model, waaronder de afnemers-, bedrijfstak-, concurrentie- en distributieanalyse behoren.

Bij de micro-analyse wordt de kernwaarden, motivaties en trends van de consument onderzocht. Dit zal gedaan worden aan het hand van hand van de verschillende Mentality-milieus van Motivaction, waarbij onderscheid wordt gemaakt in socio-demografische gegevens en de normen en waarden van de verschillende milieus.

De gemaksgeorienteerden: de impulsieve en passieve consument die in de eerste plaats streeft naar een onbezorgd, plezierig en comfortabel leven.
De opwaarts mobielen: de carrieregerichte individualisten met een uitgesproken fascinatie voor sociale status, nieuwe technologie, risico en spanning.
De nieuwe conservatieven: de liberaalconservatieve maatschappelijke bovenlaag die alle ruimte wil geven aan technologische ontwikkeling, maar zich verzet tegen sociale en culturele vernieuwingen.
De kosmopolieten: de open en kritische wereldburgers die postmoderne waarden als ontplooien en beleven integreren met moderne waarden als maatschappelijk succes, materialisme en genieten.
De postmaterialisten: de maatschappelijke idealisten die zichzelf willen ontplooien, stelling nemen tegen sociaal onrecht en opkomen voor het milieu.
De postmoderne hedonisten: de pioniers van de beleveniscultuur, waarin experiment en het breken met morele en sociale conventies doelen op zichzelf zijn geworden.
De traditionele burgerij: de moralistische, plichtsgetrouwe en op de status-quo gerichte burgerij die vasthoudt aan tradities en materiele bezittingen.
De moderne burgerij: de conformistische, statusgevoelige burgerij die het evenwicht zoekt tussen traditie en moderne waarden als consumeren en genieten. (Motivaction.nl, 2010)
Werkwijze

Aanbodkant van toeristisch-recreatief vervoer

Inleiding

In dit hoofdstuk zullen we het gaan hebben over de verschillende mogelijkheden binnen toeristisch-recreatief vervoer in het algemeen en gespecialiseerd op de sector vervoer over water. Er zijn drie doelen van het gebruik van transport die toegelicht zullen worden, namelijk: als doorvoer, als bestemming en als toeristische attractie.

Mogelijkheden binnen toeristisch-recreatief vervoer

Transport als doorvoer

Het belangrijkste doel van het gebruik van toeristisch-recreatief vervoer is het transporteren van mensen naar een andere bestemming dan de plaats van herkomst (bijna 90%). Nadeel voor de touroperator is dat hij weinig tot geen controle uit kan voeren op de geboden service. Door middel van yieldmanagement zal er een poging worden gedaan een optimale mix van prijs en bezetting te behalen.

Toch kan het vervoer gezien worden als een belevenis, mits er hoog wordt gescoord op de volgende criteria: het type transport, de persoonlijkheid van de toerist, de frequentie van het reizen en de reissamenstelling van de toerist. Deze criteria dienen te worden vergeleken met nadelen van vervoer als lange wachtrijen en vertragingen.

Transport als bestemming

Eenmaal op de bestemming aangekomen maken toeristen veelvuldig gebruik van vervoers-middelen als huurauto’s, taxi’s, busdiensten en veerboten. Vaak spelen vervoerders op de bestemming hierop in door producten aan te bieden voor specifiek gericht zijn op het toerisme. Hierbij kunt u denken aan excursies en kaarten voor het openbare vervoer in het gebied. Vervoer op de vakantiebestemming is goed voor 10% van het totale toeristische gebruik van vervoer.

Transport als toeristische attractie

In een aantal gevallen is het vervoersmiddel de attractie tussen bestemmingen in een of meerdere landen. De grootste markt hiervoor is de cruise-industrie. Daarnaast zijn er voorbeelden van treinreizen als de Oriental Express, dagtrips met een ferry door Engeland en kanaalcruises door Amsterdam.

Vormen van reizen

De meest voor de hand liggende manier voor het analyseren van toeristisch-recreatief vervoer is door te kijken naar de verschillende vormen van reizen: land, water, spoor en lucht. De keuze van de toerist voor een bepaalde vorm van reizen hangt samen met invloeden als: afstand en tijd, status en comfort, veiligheid en nuttigheid, prijs/ service en dienstverlening, geografische ligging en de hoogte van de concurrentie tussen de verschillende diensten.

Componenten

Er kunnen vier basiselementen worden onderscheiden, namelijk: de weg, de wachtruimte, het vervoersmiddel en de drijfkracht. De weg kan omschreven worden als het middel waarin het vervoersmiddel kunstmatig (weg, rails) of natuurlijk (lucht, water) opereert.

Wachtruimtes geven de reiziger toegang tot het vervoersmiddel of fungeren als schakel tussen verschillende wijzen van vervoer. Niet alle vervoersmiddelen hebben een geavanceerde terminal nodig. Zo stoppen stadsbussen bijvoorbeeld op plaatsen langs weg. Het vervoers-middel is het voertuig dat het vervoer vergemakkelijkt. De aard van het vervoersmiddel wordt beinvloed door verschillende factoren als: vraag- en technologische ontwikkelingen en drijfkracht, het belangrijkste element in de ontwikkeling van transport. Vervoersmiddelen kennen een steeds grotere capaciteit, zijn sneller en worden vooral milieuvriendelijker.

De vervoersindustrie is een concurrentiegevoelige en complexe industrie. Verschillende vormen van vervoer, verschillende bedrijven en verschillende landen beconcurreren elkaar met hun product. Consumenten kiezen aan de hand van de volgende factoren voor een bepaald vervoersmiddel of bedrijf: veiligheid, kosten, snelheid, afstand, gemak, vertrek- en aankomsttijd, betrouwbaarheid, beschikbaarheid, flexibiliteit, service, comfort, prikkels en status en prestige. (Tourism principles and practice, 2010)

Toeristisch-recreatief vervoersaanbod van de sector water

Toeristisch-recreatief vervoer over het water kunnen we verdelen in vervoer per veerboot en cruiseschip. Rondreizen per cruiseschip zijn vervolgens onder te verdelen in zeecruises en riviercruises. Er zijn twee verschillen tussen aan te duiden tussen zee- en riviercruises: het soort water dat bevaren wordt heeft gevolgen voor het soort schip en bij een zeecruise wordt er ‘s nachts gevaren, in tegenstelling tot bij de riviercruise, waar varen zelf juist de grootste attractie is en daardoor overdag gevaren wordt. De cruise is voortgekomen uit de overcapaciteit aan schepen, die ontstond toen er in de jaren vijftig geen of nauwelijks meer interesse bestond voor de lijndienstscheepvaart. Sinds de jaren tachtig en het begin van de negentiger jaren is de cruisebusiness in een stroomversnelling terecht gekomen. Jaarlijks boeken zo’n tien miljoen mensen wereldwijd een cruise. De schepen hebben zich ontwikkelt tot gestroomlijnde drijvende resorts die duizenden passagiers kunnen vervoeren. Ze varen voornamelijk in het Caribisch gebied, de Bahamas, naar Alaska en zelfs Antarctica. Daarnaast zijn er trans-Atlantische cruises naar New York en ‘bescheiden’ cruises in de Middellandse Zee.

In tegenstelling tot zeecruises vinden riviercruises voornamelijk plaats in Europa. Voor de Nederlandse markt zijn bestemmingen binnen Europa dan ook veruit het belangrijkste. Er worden cruises aangeboden op de rivieren: de Rijn, de Maas, de Donau, de Elbe, de Rhone, de Seine en de Don. Luxueuze riviercruises buiten Europa komen voornamelijk voor op de Nijl en de Mississippi. Ruim honderd jaar geleden werd de ‘akte van Mannheim’ getekend, door landen die aan de Rijn liggen. In deze akte werd het varen op de Rijn aan regels onderworpen, hetgeen een grote invloed heeft voor de huidige scheepsvaart op de Rijn. Een van de onderdelen was, dat de schepen op de Rijn en haar zijrivieren bepaalde afmetingen niet mochten overschrijden, zodat een van de belangrijkste kenmerken van een riviercruiseschip is – in tegenstelling tot het zeecruiseschip – dat het maximaal vier verdiepingen mag hebben, waardoor het schip onder de bruggen door kan varen.

Door de bovengenoemde voorschriften komen in West-Europa de riviercruiseschepen niet boven de capaciteit van tweehonderd passagiers uit. De tarieven worden voornamelijk bepaald door de luxe van het schip. Prijzen liggen tussen de circa ˆ 100,- en ˆ 350,- per persoon per dag. (De wereld in toeristische bestemmingen, 2004)

Wat betreft het vervoer van voertuigen en goederen op korte overtochten, bieden veerboten goedkope, betrouwbare en veilige diensten. Vervoer per ferry is de enige mogelijkheid in het geval van een afgelegen en klein eiland waar geen luchthaven aanwezig is. Denk bijvoorbeeld aan Griekenland, waar slechts 15 luchthavens tot 95 bewoonde eilanden dienen. In dit geval verbinden grote veerboten het vasteland, de havens en de eilanden met elkaar.

Bovendien verzorgen kleinere regionale veerboten het vervoer tussen de eilanden, met name in het hoogseizoen.

In veel gevallen kan de luchtvaart een uitstekend alternatief zijn voor het vervoer tussen de grotere eilanden en het vasteland. Het belangrijkste voordeel van de ferry in vergelijking met het vliegtuig is de prijs, gecombineerd met het feit dat passagiers op de bestemming gebruik kunnen maken van hun eigen voertuig. De populariteit van autovakanties en self-drive pakketten, evenals de invoering van het roll-on-roll-off principe – die het voor de haven mogelijk maakt een groter volume van de voertuigen te verwerken – tonen de stijging van de vraag naar veerdiensten aan.

De geleidelijke liberalisering van het luchtvervoer in Europa, de daling van de kosten van vliegtickets en de ontwikkeling van alternatieve vervoersmogelijkheden hebben ervoor gezorgd dat veerdiensten vors investeren om hun schepen te verbeteren, de snelheid te verhogen en recreatieve voorzieningen te ontwikkelen. Routes met langere overtochten bieden de reiziger tegenwoordig een ruime keuze aan recreatieve voorzieningen en een consument-gerichte service.

Moderne schepen als de catamaran en draagvleugelboten zijn in de afgelopen decennia op bepaalde routes ingevoerd. Moderne schepen hebben meer vermogen dan de traditionele veerdiensten en arriveren dus sneller op hun bestemming. Ze varen tot drie keer sneller dan een normale veerboot, terwijl ze een grote wendbaarheid en een snelle turn-around hebben in de haven. Daarnaast nemen ze veel minder ruimte in beslag dan traditionele veerdiensten waardoor ze een minimum aan dokfaciliteiten nodig hebben. Moderne schepen trekken dan ook voornamelijk up-market toeristen aan die de wens hebben hun bestemming zo spoedig mogelijk te bereiken. Nadelen van deze schepen: ze zijn veel duurder dan traditionele veerboten, kwetsbaarder in slechte weersomstandigheden en kunnen luidruchtig zijn.

Naast de veerboot, het cruiseschip, de catamaran en de draagvleugelboot kennen we nog een aantal categorieen, zoals de binnenvaart, kleine pleziervaartuigen, het zeilschip en de rondvaartboot. Kenmerken van deze vervoersmogelijkheden zijn dat ze vaak op de bestemming zelf gebruikt worden of bevaren worden door de eigenaar van het vaartuig. Daardoor worden ze niet allemaal beschouwd als toeristisch-recreatief vervoer. (Tourism principles and practice, 2010)

Recente cijfers cruisetoerisme:

Terwijl een groot deel van de Nederlandse reisbranche de negatieve gevolgen van de economische crisis ondervindt, is de cruisesector bezig met een spectaculaire opmars.

De cruisemarkt toont aan zich onder lastige omstandigheden aanzienlijk in de toeristische sector te blijven ontwikkelen.

Nederland heeft daarentegen een flinke achterstand in te halen op echte cruisenaties, zoals de Groot-Brittannie, Italie, Duitsland, Frankrijk en Spanje. In 2008 werden er 4,5 miljoen cruisepassagiers geteld uit Europa, waarvan er 1,5 miljoen uit Groot-Brittannie kwamen en 0,9 miljoen uit Duitsland. Desondanks is Nederland bezig met een opmars en de meest recente cijfers voor Nederland liegen er niet om. In 2008 nam het aantal Nederlandse cruisepassagiers al met ruim 44 procent toe tot ruim 48.600 en in het eerste kwartaal van 2009 kon de opgaande lijn voortgezet en versterkt worden, aldus Norbert van der Glas, voorzitter van de Dutch Cruise Council (DCC). Aan het einde van het jaar verwacht hij tenminste 60.000 cruisepassagiers te verwelkomen, wat een stijging betekend van 25% ten opzichte van het jaar daarvoor. Tot 1 april 2009 boekten ruim 38.000 Nederlanders een cruisvakantie, 47 procent meer dan in dezelfde periode in 2007. Als de prognose voor heel 2009 uitkomt is het aantal cruisereizigers in twee jaar bijna verdubbeld.

“De cruisemarkt is in rap tempo bezig zich te ontdoen van haar stoffige imago en spreekt een steeds jonger publiek aan. De beeldvorming is zich bij een breed publiek ingrijpend aan het wijzigen. Dat komt niet alleen door de voortdurende vlootvernieuwing, maar ook door de ‘verjonging’ en modernisering van activiteiten aan boord. Natuurlijk hebben we nog steeds veel senioren onder onze passagiers, maar ook steeds meer families vinden cruisen geweldig”,

zo zegt Norbert van der Glas.

Tenslotte krijgt de cruisemarkt een opwaartse impuls door het groeiend aantal vertrekken vanuit Nederlandse havens, verwacht Van der Glas. “Mensen zien dat of horen daarover en krijgen dan ook zelf zin om op reis te gaan”.

Voor cruiseschepen die in Amsterdam hun thuishaven krijgen zal het effect door de verwachte komst van een tweede cruiseterminal nabij de Coentunnel op langere termijn positief worden beinvloed. De huidige Passenger Terminal Amsterdam (PTA) zal dan vooral voor dagbezoek van cruises worden gebruikt. Naar verwachting zal die ontwikkeling in de loop van 2013/2014 haar beslag krijgen.

De spectaculaire opmars van de cruisesector werden gepresenteerd tijdens de lancering van

de Dutch Cruise Council in 2009. Daarin hebben twintig rederijen of hun vertegenwoordigers in Nederland zich verenigd om samen het cruiseproduct ‘in de breedste zin van het woord’ te promoten bij reisbranche en consument.

De situatie op macro-niveau

Inleiding

In dit hoofdstuk zal onderzoek gedaan worden naar trends en ontwikkelingen op macro-niveau. Het doel van trendonderzoek is om voorspellingen te doen op de langere termijn. Het verschil met modes en rages is dat deze grillig en tijdelijk zijn, in tegenstelling tot trends waarbij het om langdurige, fundamentele, autonome maatschappelijke ontwikkelingen gaat.

Er zal in dit hoofdstuk, tenzij anders vermeld, gebruik worden gemaakt van de andere kant van de vrije tijd (2007) en het artikel Trendwatching Trends voor 2010 (2009).

Demografische ontwikkelingen

De belangrijkste demografische trends in de westerse wereld zijn vergrijzing, ontgroening en gezinsverdunning. Vergrijzing betekent de opkomst van actieve en koopkrachtige senioren. Daarnaast ontstaat een groep ouderen die met een zeer beperkt inkomen dito mogelijkheden hebben. De ontgroening leidt tot een afname van de jongerenmarkt qua omvang, maar deze wordt deel gecompenseerd door toegenomen bestedingsmogelijkheden. De gezinsverdunning leidt tot een toename van het aantal uren huishoudelijke arbeid en daarmee op macro-niveau tot een afname van de hoeveelheid vrije tijd. De tijdsbesparende functie van nieuwe huishoudelijke apparatuur wordt daardoor op macro-niveau ook grotendeels tenietgedaan.

Bevolking per component

Net als de bevolkingsgroei laat de huishoudensgroei een langzaam afnemend verloop zien (Van Duin en Loozen, 2009). Ondanks het feit dat de huishoudensgroei de komende jaren met 0,5 tot 1 procent per jaar zal groeien, zal deze in 2040 geleidelijk tot nul zijn afgenomen. De relatieve groei van het aantal huishoudens zal in de aankomende jaren tweemaal hoger liggen dan die van het aantal inwoners. Dit wordt veroorzaakt door het groeiende aantal alleen-staanden, waardoor de gemiddelde grootte van huishoudens voortdurende afneemt. Een andere belangrijke oorzaak is de vergrijzing. Ouderen zijn na het verlies van hun levenspartner vaker alleenstaand dan personen van middelbare leeftijd. De laatste groep kiest er sinds de jaren zeventig steeds meer voor om ongehuwd samen te wonen. Omdat ongehuwde stellen hogere scheidingsrisico’s met zich meedragen, zal deze informalisering gepaard gaan met een toenemende instabiliteit. De verwachting is dat de huishoudensver-dunning rond 2040 vrijwel uitgewerkt is.

Vergrijzing/ ontgroening

Uit cijfers van het Centraal Bureau voor de Statistiek – die de nieuwe regionale prognose beschrijft van de periode 2009-2040 – blijkt dat de vergrijzing in Nederland in de afgelopen jaren is toegenomen. In de periode tussen het einde van de Tweede Wereldoorlog en het begin van de jaren zeventig lag het aantal geboorten in Nederland beduidend hoger dan in de jaren ervoor en erna. Dit had tot gevolg dat Nederland hedendaags een grote bevolkingsgroep van 39-63-jarigen heeft. Het aantal ouderen zal door de instroom van de 39-63-jarigen vanaf 2011 snel stijgen. Het aandeel van 65-plussers zal stijgen van 15 procent in 2009 naar 26 procent rond 2040.

Door de stijgende levensverwachting blijven ouderen bovendien steeds langer in leven. Van de mensen die dit jaar 65 werden zal naar verwachting in 2025 ruim 70 procent 80 jaar worden. Van de mensen die in 1990 65 jaar werden, haalde slechts zo’n 60 procent de 80 jaar.

Het verschil in vergrijzing tussen ‘stad’ en ‘platteland’ komt duidelijk tot uiting indien gekeken wordt naar de verstedelijkingsgraad. Niet-stedelijke gemeenten hebben over het algemeen een oudere bevolking dan stedelijke gemeenten. Volgens de prognose neemt dat verschil de komende decennia nog iets toe. In de regio’s Amsterdam, Den Haag, Rotterdam en Utrecht blijft het aandeel ouderen tot 2040 lager dan een kwart. In deze regio’s zijn de grote steden economische groeipolen en deze oefenen, gecombineerd met een groot aanbod aan (onderwijs) faciliteiten, een sterke aantrekkingskracht op jongeren uit.

Bevolkingsgroei en -krimp

Na de sterke bevolkingsgroei in de jaren vijftig, zestig en zeventig, veroorzaakt door de aanhoudende geboortegolf en de grote stromen immigranten die Nederland ontving, is hier in de 21ste eeuw langzaam een kentering in gekomen. In snel tempo daalde de bevolkingsgroei in de eerste helft van dit decennium en bereikte in 2006 een dieptepunt toen de bevolking met slechts 24 duizend personen groeide en er voor het eerst sinds lange tijd sprake was van een vertrekoverschot. In 2007 trok de immigratie weer sterk aan, met een recordaantal van 143 duizend in 2008. In de bevolkingsprognose van het CBS wordt verwacht dat de bevolkings-groei van Nederland nog zo’n 30 jaar zal aanhouden. Wel zal het tempo veel lager liggen dan in het verleden. Is krimp op nationaal niveau dus nog niet aan de orde, voor bepaalde regio’s en steden ligt de situatie anders. Diverse grote steden hebben, als gevolg van suburbanisatie, in de tweede helft van de vorige eeuw hun inwonertal zien afnemen. Deze trend is overigens gekeerd door nieuwe inzichten in het beleid en daarmee samenhangend meer woningbouw aan de randen van de grote steden. Meer informatie over deze ontwikkeling is te vinden onder het verstedelijking, verderop in dit hoofdstuk.

Huishoudensgroei en -krimp/ Afnemende omvang van huishoudens

In beleidskringen heeft de discussie over groei en krimp meestal betrekking op het aantal personen. Voor de woningbouw is het echter veel belangrijker hoe de ontwikkel

“Selling a hotel room used to be simple; business would literally walk in off the street. No more. As the number of channels a customer can use to book a hotel room grows, hoteliers will be forced to take a more holistic view of their technological infrastructure”, as quoted by Bruno des Fontaines (2007), Vice President for Amadeus Hospitality Group Asia Pacific.

Revenue Management is a complex phenomenon with many factors affecting the final outcome. Out of these innumerous factors, playing their role in revenue management, price is indeed one the most powerful tools a hotel can use to increase revenue. The key however is to know how to set the right prices and which distribution channels to use in order to maximize your revenue.

Tools using which, any product or service is provided to end consumer, constitute Distribution Channel of that product or service. Success or failure of a product relies greatly upon distribution channels. “In hospitality business, a successful channel management strategy consists of selling inventory at the highest possible rates, while pushing reservations through the lowest-cost channels”. (Barash 2005)

It is therefore of prime importance that a hotel chooses most effective distribution channels in order to manage prices and eventually to maximize its revenue. There is, however, a great array of approaches available to manage distribution channels which makes it a very challenging task for hoteliers, requiring for them to understand all distribution options available.

In past hotel distribution channels used to be most simplistic, the traditional main distribution channels were:

Brochures

Advertising

guide books

mail shots

call centers and

Travel agencies.

All of these modes, even though very simple and easy to manage, are extremely expensive and have a very limited range. They could be effective for local clientele only. With the passage of time and advancement in technology, other sophisticated and complex distribution channels originated that were never even thought of, such as

Central reservations

Global Distribution systems

Hotel Booking Agent

Tour Operator

Online wholesalers

However most of these channels only acted as a go-between hotel and the global-distribution-system (GDS)/travel agent. (Barash 2005). This wide array of distribution channels no doubt provide a great deal of benefit to the hotel in the sense that its availability to customers increases infinitely, customers all over the world can get to know about any hotel anywhere in the world through a travel agent or website etc. however at the very same time this phenomenon makes hotel distribution channels most complex and difficult to manage. Reasons for decline of GDS as an effective distribution channel as reported by HeBS (2002) can be due to following reasons:

“Slower than expected travel industry recovery and the weak economy

Channel shifting from traditional Consumer-Travel Agent hotel reservations to online bookings (leisure and unmanaged business travelers) and self-booking corporate systems.

Growing popularity of online business models (e.g. merchant) that do not utilize the GDS.

The emergence of direct interfaces between major online agencies and major travel suppliers thus bypassing the GDS.

Services like WorldRes, which utilize direct interfaces to the major hotel brands’ CRSs also undermine GDS distribution.

Decreased corporate travel: the latest survey by NBTA (September 2002) showed that 68% of corporate travel managers said travel was down in their companies from last year, in some cases by as much as 20%. Also, 72% of them said that current travel is below the 2000 levels-the last time travel was at normal volumes.”

Distribution of hotel rooms through traditional distribution channels such as GDS/travel agent and call center/reservation office, proves to be inefficient and extremely expensive, especially in light of the current weak economic situation. Focusing only on traditional distribution channels will result in lower occupancy rates, and higher distribution and operational costs. In this current scenario internet channels are emerging as more popular distribution channels that are being given increasing preference over traditional channels of distribution.

Internet distribution of hotels is of two types:

Direct Online Distribution

Indirect or Third party online distribution

Direct online distribution is where hotel pushes its property through a website constructed and owned by the hotel itself. Whereas third party web-based travel intermediaries such as online travel agents, have a certain number of rooms allocated to them that they sell through their own sites where mostly air tickets and car rentals are also offered among other things. The indirect distribution channel can be further subdivided into further subcategories such as channel to sell “distressed inventory” such as priceline. (HeBS 2002)

A hotel’s revenue is greatly affected by the method that a customer uses to book his/her room. If a lot of middle parties are involved in booking process then hotel’s share, in the amount that a guest pays for booking a room, can reduce to a great extent. According to Marvel (2004) “a room booked through a travel agent and the GDS (global distribution system) typically costs the hotel 15% of the reservation’s total. Contrary to popular belief, third-party websites are no bargain either for the hotelier, as they keep about 13% of a booking’s value. So-called “merchant” websites (such as Priceline.com or Hotwire) which basically buy inventory from hotels usually average a 33% mark-up on the rooms they sell. Bookings arriving via the central reservation system of voluntary chains (such as Minotel) can cream over 25% of the client’s original payment between travel agent, tour operator and chain fees. Many tour operators working in mass leisure destinations only pay 50%-60% of the normal room price to the hotelier who is lodging their clients”.

Looking at Hilton Amsterdam’s site also reveals similar facts, as can be observed from following table:

ADVANCE PURCHASE FULL PREPAYMENT, NO REFUND OR CHANGES (price in GBP)

Hilton website

243

Laterooms.com

258.76

Orbitz

243.5

Booking.com

254.871

(Rate differences between Hotel’s website and other online sources: The rate for Twin Hilton Deluxe Amsterdam room, on different booking sites available online, for one day 30th April – 1st May 2011. These rates were observed on 4th April 2011)

The fact can be clearly observed that best rates for room bookings are given by hotel’s own website, and obviously so because direct online booking on hotels’ own website has proven to be the best and cheapest source of distribution for a hotel.

eTRAK Full Year 2009 report on “hotel bookings by distribution channel” as quoted by Starkov (2010) shows that the online channel is the only channel that is growing even in today’s difficult economic conditions where demand for rooms is far less than the supply, “Internet bookings for the top 30 hotel brands increased by a remarkable 6.6% in 2009 vs. 2008”. Whereas hotel room bookings through GDS and Voice Channels, decreased considerably.

“HeBS’ findings based on the latest eTRAK benchmark report, surveys and industry data from PhoCusWright and ARC” as quoted by Starkov (2010) are as follows:

1) GDS Channel Is in Steady Decline:

GDS hotel bookings via the CRS of the top 30 hotel brands declined by 3.7% 2009 vs. 2008, and constitute 23.6% of total CRS bookings in 2009 vs. 27.3% in 2008 (eTRAK).

Back in 2006, GDS CRS reservations constituted 31.3% of total CRS bookings for the top 30 brands. GDS share has decreased by 24.6% from 2006 to 2009, when it was reported at the 23.6% level.

Travel Agency Share from Total Travel Market in the U.S. dropped from 41% in 2006 to 33% in 2009 (PhoCusWright).

U.S. Travel Agency Locations decreased by 7% in 2009 vs. 2008. The number of locations has been decreasing at an average rate of 4% every year since 2001, and the number of travel agencies has declined from as high as 35,000 in 1995 to less than 16,450 in September 2009 (ARC, HeBS).

2) The Voice Channel Contribution Is Decreasing:

Voice channel hotel bookings via the CRS of the top 30 hotel brands declined by 2.9% in 2009 vs. 2008, and now constitute 22.2% of total CRS booking in 2009 (eTRAK). Last year’s decrease is in addition to a decline of 2.8% for the full 2008 vs. 2007 (eTRAK). The Voice Channel is in decline for the 6th consecutive year (HeBS).

3) The Shift from Offline to Online Channel is Permanent:

54.2% of overall CRS bookings for the top 30 hotel brands come from the online channel, which is an increase of 6.6% vs. 2008 (eTRAK).

60% of leisure and 40% of business travel will be booked online in the U.S. this year (PhoCusWright).

45% of hotel bookings in 2010 will be via the Internet (direct + indirect online channels) (HeBS).

4) Direct online bookings are on the rise:

In 2009, 70.9% of online bookings came from the direct online channel (i.e. the major hotel brands’ own websites), while 29.1% came from the indirect online channel i.e. the Online Travel Agencies. Whereas in 2008 direct online bookings constituted 75.2% part of online bookings and indirect bookings were 24.8%. This represent a great increase in the number of bookings made directly on the hotel’s website as compared to indirect bookings. (Starkov 2010)

Hotel management perceptibly has greater interest in promoting the online booking, especially direct booking on the hotel’s own site, because it is far cheaper. According to a report on E-commerce estimated “cost of direct reservations by traditional means (i.e. fax, telephone, e-mail, etc.) could be as much as 300% higher than processing the same reservation through the GDS, which costs between $3-$5.Furthermore, most reservations, passing through the GDS, are generated by travel agents who charge an average fee of 10%. Bookings via a chain central reservation system cost the hotel $6 to $10 and reservations by a toll free telephone number $4 to $8”. However for hoteliers the cheapest and most satisfactory mode of booking a room is direct online booking variable cost of which is only about $1.50. (Marvel 2004).

Even though GDS still constitutes the major distribution channel for hotel rooms with a 68% share in 2003, their share is diminishing fast due to higher growth rate of the internet, according to Marvel (2004) overall electronic booking increased by only 1.6%, while online reservations rose by 35.5%. However the best source of distribution for any hotel is direct online booking because in indirect bookings the third party intermediaries take away the major chunk of hotels’ revenue in the form of commission. Therefore the major concern of hoteliers nowadays is to devise ways to attract customers to make room bookings directly to the hotels’ website. Several examples of such efforts are as follows:

Four Seasons do not allow any direct bookings over third-party websites.

Hilton (USA) declines “HHonors points” or “air miles for online bookings” to all the bookings that are made indirectly i.e. not on Hilton’s own website.

As of January 1, 2004, Starwood has also take a step in this regard i.e. all bookings made through indirect internet channels will not be eligible for any in-house benefits. Marvel, M. (2004).

Therefore all in all direct online bookings are on the rise and they appear to be the preferred mode in present conditions of recession. However in order to take advantage of this growth in the online distribution channel especially the direct online channel, hoteliers need to make strong and proactive Direct Online Channel Strategy. This strategy should be backed by funds. “Hoteliers must carefully employ ROI-centric initiatives, including website redesign, website optimization and SEO, paid search, email marketing, online display advertising and proven social media initiatives”. (Starkov 2010)

Even in this economy, the budget for internet marketing, and most importantly of direct online channel, should not be decreased or even diminished, because after observing past trends and results of various researches it can be safely said that online channel is the only growth channel for hoteliers and the “only light at the end of the tunnel in this environment. Even in these difficult times we see “Return on ad spend” (ROAS) as high as 3500% from Internet marketing campaigns we run for our clients”. (Starkov 2010)

Another obvious pattern in Hilton Amsterdam’s direct online pricing is that the rates given on hotel’s website are the most expensive when the booking is completely flexible (customer has complete liberty to alter his/her plans as well as they get their full money returned if cancellation is made before or on the day of arrival) whereas other sites give cheaper rates in this situation.

However on the other end Hotel website gives best rates in case of fixed reservations i.e. reservations in which no room is available for any changes and in case of cancellation hotel keeps all the money.

This could be due to the reason that in case of cancellation hotel has to bear the entire cost whereas booking sites that usually have rooms allocated to them do not have to face any such penalties.

ADVANCE PURCHASE FULL PREPAYMENT, NO REFUND OR CHANGES (price in GBP)

FLEXIBLE RATE, (Price in GBP)

Hilton website

243.524

278.438

Laterooms.com

258.76

277.31

Orbitz

243

262

Booking.com

254.871

273.201

Another observation is that Advance booking rates are different from immediate booking rates. It is an effective tactic to increase confirmed sales. Customers are encouraged to book their rooms well in advance, by offering them lower than usual rates. Booking cycle of a hotel determines how well in advance customers can book rooms, a hotel offers greater discount at the beginning of a cycle whereas higher rates are offered towards the end. (Ismail, 2001). This also helps in managing the bookings in lean seasons i.e. in off seasons lower booking rates are offered to attract greater distribution. Best rate for Hilton deluxe twin room decreases to ?202 from ?243 if the booking date was moved from 30th April to 31st April.

Hilton also offers package rates, hotel package comprise of a hotels room combined with any other service of the hotel, most commonly it is room and meal package that hotels offer.

There are many kinds of package deals available at Hilton hotel, such as:

Bread and breakfast package, where room is bundled with breakfast for two at a discounted price.

Another package combines air ticket, car rental and room all three in one package price.

Beside package pricing Hilton also offers group rates, i.e. booking a larger number of rooms for a party mostly at a lower rate.

Keeping in view the benefits and complexities of using multiple channels in hotel distribution we can say that the key to adopting best distribution channels and increasing revenues is to choose distribution channels as per hotels needs “without falling prey to an increasingly convoluted snakes’ nest of technology”. Managing these distribution channels also costs money and considerable time of hotel employees. . (Fontaines 2007) Complex hotel distribution systems are strategically dangerous for a hotel as managing a complex distribution may raise the price for customer who may switch to low cost channels.

GAUGE TO PREVENT TOURISM-RELATED CRIMES

PROPONENTS:

ARINGO, MICHAEL CHRISTOPHER
GUIANAN, AUBREY
MANZANILLA, NICKO
RABANO, JAYE CLARENCE
SABAO, JASPER

ADVISER:

JIDDEH N. SELDA, MBA

Introduction

Growth in tourism has led to increase opportunities and incidences of crimes. These crimes happened for several reasons. First, tourists are lucrative targets since they typically carry large sums of money and other valuables. Second, tourists are vulnerable because they are more likely to be relaxed and sometimes careless while on vacation. Finally, tourists are often less likely to report crimes to testify against suspects, wishing to avoid problems or a return trip.

Crimes are made by people who motivate themselves to create bad intensions. In order for the researchers to purposely maintain tourism in the country and to promote the magnificence of the Philippines, one must consider the security and safety of the tourist destination. Tourists must be aware of crimes. Crimes may happen in a bus, subways, hallways, airports, terminals, trains or tricycles. One common crimes in Albay is snatching.

The study clarifies the different terminologies use: Gauge is an instrument or device for measuring the magnitude, amount, or contents of something, typically with a visual display of such information;¹ Prevent means to stop (someone or something) not to do something or to stop (someone or something) from doing something;² Tourism is the commercial organization and operation of vacations and visits to place of interest and;³ Crimes is an action or omission that constitutes an offense that may be persecuted by the state and is punishable by law.⁴

Statement of the Problem

This study aims to know the gauge in preventing tourism-related crimes in Albay and it specifically answer the following questions:

What are the tourism-related crimes in the Second District of Albay from 2012-2013?
What particular areas are the common targets of tourism-related crimes in Albay?
What are the ways to prevent tourism-related crimes in Albay?

Scope and Delimitation

The study focused on the gauge to prevent tourism-related crimes in Albay. The study focused on the selected municipalities and cities in the 2^nd district of Albay, namely: Legazpi City, Daraga, Camalig and Rapu-Rapu.

The study is concerned with the conflicts and problems as experienced by the municipalities and cities in Albay.

Significance of the study

Philippine national police – This study will serve as the basis of the number of crimes in the year 2012-12013. To maintain the peace and order.

Community – The community, stakeholder, professionals, and the parents will find this study relevant in utilization of innovative measures along the crimes.

Future researchers – The findings of this study will be useful to the future researchers who conduct studies on the said innovations. The study also will serve as basis for future studies on innovation not in this study. Likewise, the findings can enrich the studies of researchers.

Students- This study will help the students so that they know what are the dangerous areas in the 2nd district of Albay. And to east to enable them to prevent crimes.

Media- This study will help the reporters to know some of the crimes that happen in each area. And it will also help them to their research problems.

Tourist- This study will help for them to know what place they should not go. And also to know what kind of crimes often do to tourist.

Present researchers-

Introduction

The tourism industry in Albay is one of the leading economic contributors in the country’s Its help our country to be one of the successful tourism industry in the world but one of the reason why our tourism industry was decreasing because of the crimes that happening in our certain place or destination, for example like a kidnaping, snatching, holdapping, sex tourism and etc. It’s happened in our beloved and successful country in the industry of tourism. And that is the disadvantage in our certain place or destination. We need to prevent or stop tourism crime so that the the tourist that came in our country or province will not be afraid to come and visit our destination. If the tourism crime decrease in our place it will one of the key to become successful contributors in our country. Despite of the economic distribution and contribution and opportunities that growth the potentials of tourism has been and still threatened by many factors such as poverty, crimes, killing people and unemployment. Albay is one of the beautiful landscape and natural attraction that you will see, but crimes is one of the threatened reasons that affect our province.

As for now the tourism crimes in our province is low crime rate but to prevent it the community people in our province will cooperate to prevent tourism crimes, be aware to the people who does who are doing crimes like to do in our tourist. To decrease the crime rate all of the people in the community will help each other in stopping crimes like protect our tourist stop the snatching, kidnapping, sex tourism, poverty, etc, so the tourist will not take negative impact in our certain destination. Our topic is one of the interesting study that our province will surely recognize our study in gauge to prevent tourism-crimes in Albay.

Vehicular- caused by or resulting from the operation of a vehicle, relating for designed for vehicles.

By: Merriam-webster dictionary

Man made crimes or human made crimes- human-made hazards can result in the form of a human-made disaster. In this case, anthropogenic means threats having an element of human intent, negligence, or error; or involving a failure of a human-made system. This is as opposed to natural hazards that cause natural disasters. Either can result in huge losses of life and property as well as damage to peoples’ mental, physical and social well-being

By: Wikipedia

Hold-up- is the crime of taking or attempting to take something of value by force or threat of force or by putting the victim in fear. At common law, robbery is defined as taking the property of another, with the intent to permanently deprive the person of that property, by means of force or fear.

By:Wikipedia

Kidnap- is the taking away or transportation of a person against that person’s will, usually to hold the person in false imprisonment, a confinement without legal authority. This may be done for ransom or in furtherance of another crime, or in connection with a child custody dispute

By: Wikipedia

Cyber sex- Cybersex, also called computer sex, Internet sex, netsex, mudsex, TinySex and, colloquially, cybering or conversex is a virtual sex encounter in which two or more people connected remotely via computer network send each other sexually explicit messages describing a sexual experience

By:Wikipedia

Scam- A confidence trick (synonyms include confidence scheme, scam and stratagem) is an attempt to defraud a person or group after first gaining their confidence, in the classical sense of trust. A confidence artist, con-man (or con artist) is an individual, operating alone or in concert with others, who exploits characteristics of the human psyche such as dishonesty, honesty, vanity, compassion, credulity, irresponsibility, naivete, or greed.

By: wikipidia

Thief- is the taking of another person’s property without that person’s permission or consent with the intent to deprive the rightful owner of it.[1] The word is also used as an informal shorthand term for some crimes against property, such as burglary, embezzlement, larceny, looting, robbery, shoplifting, library theft, and fraud.

By wikipedia