BookStore Parking and Shuttle Services Housing and Student Life Pharmacy / Post Office Special Functions University Centre Services Food Services

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1 Ancillary Services. BookStore Parking and Shuttle Services Housing and Student Life Pharmacy / Post Office Special Functions University Centre Services Food Services

2 Mission Statement Ancillary Services contributes greatly to the satisfaction and success of the University of Manitoba and its students, and enriching and enhancing the educational experience of the campus community by providing quality goods and services through efficient and effective management on a cost recovery basis.

3 Ancillary Services Revenue Total Revenue - All Departments ($30.1 Million) University Centre Services 0.8% Residences 15% Special Functions 0.9% Pharmacy/ Post Office 3% Parking & Shuttle Services 16% Food Services Bookstore 64% 0.3% Fiscal 05-06

4 Why Focus on Trends? Critical in retail to know your market Critical in education and student life to acknowledge and encourage growing trends of market

5 Today s Adolescent is More technically knowledgeable than ever before Instilling feelings of empowerment, yet less independent Creating a comfort level in using and accessing ever-changing and complicated technologies Developing logical thinking skills Striving to be more creative Able to express themselves in many ways through many mediums Role Playing Games Developing alter ego and creating own reality

6 Today s Adolescent is Also. Consuming more prescribed medications Ingesting more chemicals More stressed and over-extended Less physically active Displaying a sense of entitlement They are special; they are winners Desiring more social interaction Wanting instant gratification Expecting more services with no inconvenience More inclined to move on than wait Eroding intellectual property rights through changing mores of sharing and entitlement In search of personal identity, intimacy, and creative outlets

7 Retail Trends in Technology and Communication ipod Portable music player Portable video player itunes Online marketplace for digital media Music Books Television Programs Movies MySpace.com YouTube.com

8 Psychological Neotency the increased level of immaturity among adults is an evolutionary response to increased change and uncertainty. ~ Prof. Bruce Charlton

9 The Global Microcosm The World is Flat We are living in a two-dimensional world dominated by sight and sound Everyone and everything is interconnected Everything is out there Open Source for all Impersonal communication will adversely affect interpersonal skills

10 MySpacers and YouTubers Two of the fastest-growing web sites operating right now are MySpace.com and YouTube.com An online community that lets you meet your friends' friends, where you can create a private community to share photos, journals, and interests with your growing network of mutual friends! YouTube is a place for people to engage in new ways with video by sharing, commenting on, and viewing videos. Originally started as a personal video sharing service, the site has grown into an entertainment destination with people watching more than 70 million videos on the site daily.

11 www. MySpace. com www source

12 www source

13 Mentos & Coke as seen on YouTube Video will play when viewing presentation in Slide Show mode www source

14 Flying at the Speed of Life Top 10 Trends Shaping Our Future Anxiety Connectedness Speed Privacy Mobility Nostalgia Convergence The Human Factor Authenticity Happiness Source: nowandnext.com

15 ANXIETY Trust is evaporating A boom in escapism and fantasy Sticking with what is known I don t want to change. Opportunities & Challenges Stress-reduction products and services Identity-theft protections Portable alarms and security devices Creativity products Increased workplace support

16 CONNECTEDNESS Global community smaller, faster, more intelligent More events experienced by more people Customer-driven content and innovation Lack of privacy Instantaneous information dissemination Shared consumer archetypes (MySpace) Shared entertainment (YouTube) Opportunities & Challenges Marketing corporate storytelling Customer-created marketing Build stronger relationships with students/umsu

17 SPEEDING UP Work/Home balance less distinct Stress-related maladies Insomnia, memory loss, fatigue, etc. Developing mnemonic systems to increase mental acuity Convenience and ease an expectation Opportunities & Challenges Smart Products Products and Services to reduce stress, slow us down, provide focus Memory exercise products Workplace stress and support

18 MOBILITY Multi-tasking a necessary life skill Increasing importance in portability, accessibility, and convenience All access to all things Opportunities & Challenges Speed up delivery of service Heightened level of expectation

19 CONVERGENCE Amalgamation of disparate services Mutually beneficial business alliances Product convergence Expanded market base Convenience Blurring of entire industries, markets, and brands The changing textbook / learning materials Custom courseware, downloading, Internet sources Opportunities & Challenges Simplicity Complexity Core product at risk!

20 PRIVACY Privacy no longer a fundamental tenet of our society Feeling violated vs. trusting society Opportunities & Challenges Transparency Build trust factor with customers and stakeholders

21 NOSTALGIA A desire to return to the simple in an increasingly-complicated and fastpaced society Predominantly among baby-boomers Form of escapism Old tricks with new dogs e.g., Mentos & Coke Opportunities & Challenges Growth in retro products Customer service standards

22 THE HUMAN FACTOR Dwindling labour market creating a people deficit Employment will be an employee s market A new work ethic emerging What were once wants are now needs Increased support of employees emotional and personal needs Enhanced recruitment and retention incentives from employers Increase in training, education, and support services Union relationships more complex The Leadership Deficit Opportunities & Challenges Planning and investment in succession, recruitment, and retention Bring back the retirees

23 AUTHENTICITY Need for Realness in an everquestionable reality Too easy to fabricate truth Growing interest in how things are made Need for REAL products/experiences Opportunities & Challenges Connected to and understanding the community Building Trust factor

24 HAPPINESS Materialism alive, but not the standard Identity and Self defined through who you are and how you live Time and well-being increasingly important Sustainability and Green issues to dominate The pursuit of meaning (increased spirituality) Opportunities & Challenges Demand for convenient parking vs. sustainability & environmental concerns Spirituality / discovering inner-self products Promote who we are and our values

25 Students, Faculty, and Staff will. Be more comfortable researching and using digital reference materials than searching library shelves Connectedness, Mobility, Authenticity Be looking for unique and easy stress-reduction methods, services or products Anxiety, Nostalgia, Human Factor, Happiness Demand accessibility and immediate gratification of information Connectedness, Speed, Authenticity, Human Factor

26 Students, Faculty, and Staff will. Be an active participant in our faster, smaller, more intelligent world Connectedness, Speed Need to find their work/life balance to maintain wellness Anxiety, Human Factor, Happiness Be interested in campus and community involvement, or create their own community Happiness, Human Factor Be wanting state-of-the-art products and services to accommodate all trends

27 Opportunities & Challenges Technological infrastructure Increase Human Factor support Integrate systems Self-serve kiosks Encourage social programming and interpersonal skill development for students and staff Encourage creativity Computers on Campus and University Centre Pharmacy as state-of-the-art retail operations

28 Opportunities & Challenges Develop one-stop online retail e-business service Textbook purchases Student Loan applications Parking Offer and promote products and services encouraging wellness, time management, and stress reduction Unique marketing and advertising opportunities Entertain me. Make me feel.

29 Marketing Opportunities As seen on YouTube.com Video will play when viewing presentation in Slide Show mode www source

30 The Infrastructure Deficit Ancillary Services 16 different software applications (Does not include VIP, Banner, AURORA, MS Office, etc.) Servicing over 1,900 staff and residence students Maintained by 4 people Cannot adequately support existing nor potential technologies Technological requirements are squeezing the Human Factor

31 Summary Revise our decision-making model Update and renovate residences and retail operations to Be a destination Provide a place of comfort Be current and viable Develop self-serve and online options Encourage an environment of Connectedness between all campus stakeholders

32 Investments Sell the U of M to the U of M community Staff well-being Recruitment and retention Staff training and development Technology infrastructure Expand products in new tech toys and smart tools Look / feel marketing Digital Elephants!

33 Navigating the Seven C s Connectedness Campus Community Communicate Create Competitive Commitment