|
Latest Change Drivers Report available for downloading – Feb 2008
The Australian service industries are at the forefront of Australia’s economy providing goods and personal services to both domestic and overseas markets. The industries are distinguished by their continual need to respond to changing customer demand driven by social, technological and economic changes.
Although recent times have brought many changes and challenges to the service industries, the core of these industries is the provision of good customer service. Survival and growth within these industries requires its workforce to develop and use a range of personal and professional qualities that add value to the goods or services. Meeting customer demands is the principal driver of skill needs.
The service industries covered in this report are:
- wholesale, retail and personal services (WRAPS);
- tourism and hospitality.
This report examines major change drivers shaping Victoria’s service industries and using qualitative data, suggests the probable implications these drivers may have on skills and training required by industry over the next 10 years and beyond. In considering the factors, the report makes recommendations for future training provision.
Information contained in the report will inform and assist the State Government Office of Training and Tertiary Education (OTTE) to moderate purchasing decisions regarding future training needs in Victoria. The report is also intended to assist individuals and organisations involved in workforce development and planning in the service industries.
Service Skills Victoria, in carrying out this research, has undertaken consultations and validation of findings with a range of industry associations, enterprises, unions and government agencies including:
Industry organisations:
- AAA Tourism
- Accommodation Getaways Victoria
- Australasian Spa Association
- Australian Funeral Directors Association
- Australian Hotels Association
- Australian Leisure And Hospitality Group Limited
- Australian Retailers Association
- Australian Workers Union
- Backpacker Operators Alliance of Victoria
- Australasian Cemeteries and Crematoria Association
- Hairdressing & Beauty Industry Association (Vic)
- Hardware Association of Victoria
- Hotel, Motel, Accommodation Association (Vic)
- International Hairstylists Society
- International Society of Special Events (ISES)
- Liquor Hospitality Miscellaneous Union
- Master Grocers Australia
- Restaurant and Catering Victoria
- Shop, Distributive & Allied Employees' Assoc.
- The Pharmacy Guild of Australia
- Tourism Alliance Victoria
- Victorian Caravan Parks Industry Association Inc.
- Victorian Employers Chamber of Commerce and Industry (VECCI)
- Victorian Tourism Industry Council (VTIC)
Professional associations:
- Australia Culinary Federation
- Professional Executive Housekeepers Network
Enterprises:
- Accor
- Bakers Delight
- Body and Soul
- Cast
- Claire Francoise Salon
- Coles Group
- Compass Group Australia
- Crown Casino
- David Jones
- Fem Skin Therapy
- Fleming Resources
- Geelong Cemeteries Trust
- HRM Sofitel Melbourne
- In Full Bloom
- John Danks & Sons Pty Ltd
- Just Group
- Le Beau Visage
- McDonalds Australia
- North Melbourne Florist
- Ozdare Corporation
- Peninsula Hot Springs
- The Body Shop
- Tobin Brothers Funeral Services
- Woolworths
- YUM! Restaurants
- Zucci Hairdressing
Government agencies:
- City of Melbourne
- Museum Victoria
- Tourism Victoria
|
