
Hiromi Tagawa, president and CEO of JTB, and Akira Hirabayashi, president of H.I.S., had an open dialogue on January 7 at Travel Trade Forum (Travel Konwakai) to discuss such topics as store management, online sales, pricing, and travel value. Both of them articulated the need to reinvent business models and unveiled their strategies explaining some specific cases.
Tagawa described the current position of JTB Group as follows: “After we split our company in 2006, we made a good start, but are now gong through a difficult phase. The old business schemes are found to be doing no good any more. We are in need of making a reform, but our task is to restructure our organization and to pursue growth scenario at the same time. Those two objectives are normally conflicting and do not go hand in hand with each other, but we cannot keep pace with the changes of the times if we tackle one first and then the other.” The area of JTB’s challenges, so far as the structural reform is concerned, is in “realignment of store network,” he said, and growth scenario is in “online business, global operation, and community exchange” as well as development of human resources. By keeping up this line of strategy, he proclaims, JTB Group aspires to become “a human and cultural exchange industry,” but its ultimate goal is to become “a lifestyle industry” closely associated with the entire course of people’s life.
Hirabayashi said in the meantime, “I have undergone innumerable major changes in a short time of less than a couple of years since I assumed presidency, such as the economic crisis, oil surcharge hike, curtailment of agency commission, epidemic of the new type of flu, and the appreciated yen. Under the circumstances, H.I.S. makes it a point to deal with the changes vigorously. We must change ourselves prior to external changes in order to deal with them. That is what we are trying day to day.” While making preparation for business opportunities that would arise after capacity increase at the Tokyo metropolitan airports, he is supposed to put his energy into overseas deployment for a year or two to come. The number of business locations abroad numbered 100 last year, and they are expected to be not only the receptive outposts for Japanese travelers but to be the points where outbound travel to Japan is generated locally.
When it comes to the store realignment and online sales, while the store operation costs will become a burden to agency management, online sales are likely to grow further. Hirabayashi pointed out, “Web business will grow so much over a few years that it is likely to comprise more than a half of the total sales industry-wide.” He did not forget to mention that real store function is indispensable when they set to stimulate the travel demand in the market or to increase new passport holders. This is a kind of dilemma that the travel industry faces today.
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