1. RMBTA 2014 Education Day
Soaring To New Heights
April 10, 2014
Session 1: Data/Sources of Data/Measuring Data/Getting the most value out of the data
Presenters:
Shari Quackenbush - DTM, Global Agency & Online Lead, IBM
Mark Walton – VP, Strategy and Account Management,
Orbitz for Business
Will Tate – SVP, Management Alternatives

2. “Soaring to new Heights”
RMBTA 2014 Education Day
“Soaring to new Heights”
April 10, 2014
Mark Walton
Orbitz for Business
Vice President

3. “Soaring to new Heights”
RMBTA 2014 Education Day
“Soaring to new Heights”
April 10, 2014
Shari Quackenbush
IBM
DTM, Global Agency & Online Lead

4. “Soaring to new Heights”
RMBTA 2014 Education Day
“Soaring to new Heights”
April 10, 2014
Will Tate
Management Alternatives
Senior Vice President

5. “Soaring to new Heights”
RMBTA 2014 Education Day
“Soaring to new Heights”
April 10, 2014
Session Agenda
Sources/Measurement
Compliance
Benchmarking
Innovation

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RMBTA 2014 Education Day
“Soaring to new Heights”
April 10, 2014
Data Sources
Travel Management Company
Payment/T&E card
Supplier direct
GL/expense data
Consolidated sources
Other third party

7. “Soaring to new Heights”
RMBTA 2014 Education Day
“Soaring to new Heights”
April 10, 2014
Why we need travel data
Program Management
Compliance/behavior modification
Achievement of program goals
Understanding dept/div program metrics
Supplier Management/Negotiations
Health/Safety/Security
Duty of Care / Employee Tracking

8. New uses for travel data
RMBTA 2014 Education Day
“Soaring to new Heights”
April 10, 2014
New uses for travel data
CO2 Emissions
Company social networking purposes
Gamification

9. Balancing two primary requirements
RMBTA 2014 Education Day
“Soaring to new Heights”
April 10, 2014
Balancing two primary requirements
Empower Travelers
Optimize Value $
Ensure productive options for travelers
Program management

10. “Soaring to new Heights”
RMBTA 2014 Education Day
“Soaring to new Heights”
April 10, 2014
Data Benefit Summary
Relevant
Sort/drill down capabilities
Benchmark based on several criteria to include similar size, region, policy, and/or industry
Identify and proactively react to trends in spend
Manage vendor compliance in near real-time
Intuitive dashboards deliver actionable data in an interactive and graphical format
Actionable
Improve Results
Change behavior
Peer/Internal benchmarking
Possible use of gamification

11. “Soaring to new Heights”
RMBTA 2014 Education Day
“Soaring to new Heights”
April 10, 2014
Compliance

12. “Soaring to new Heights”
RMBTA 2014 Education Day
“Soaring to new Heights”
April 10, 2014
Compliance - Goals
Image provided by Prime Analytics

13. “Soaring to new Heights”
RMBTA 2014 Education Day
“Soaring to new Heights”
April 10, 2014
Compliance - IBM
Collect itinerary data
Immediate message to travelers when Out of Policy
Provide “Dashboards” for Lines of Business
Share Savings Opportunities with Lines of Business (e.g. booking 1 day earlier would produce $x in savings)

14. “Soaring to new Heights”
RMBTA 2014 Education Day
“Soaring to new Heights”
April 10, 2014
COMPLIANCE
Motivation is the art of getting people to do what you want them to do because they want to do it.
Dwight D. Eisenhower

15. “Soaring to new Heights”
ROI of Air Travel Compliance
RMBTA 2014 Education Day
“Soaring to new Heights”
April 10, 2014
This example captures Cost Avoidance by ticket.
Others use Cost Per Mile, after establishing a baseline then restating all future costs to baseline.

16. “Soaring to new Heights”
ROI of Air Travel Compliance
RMBTA 2014 Education Day
“Soaring to new Heights”
April 10, 2014
This example captures Cost Avoidance by ticket.
Others use Cost Per Mile, after establishing a baseline then restating all future costs to baseline.

17. “Soaring to new Heights”
RMBTA 2014 Education Day
“Soaring to new Heights”
April 10, 2014

18. “Soaring to new Heights”
RMBTA 2014 Education Day
“Soaring to new Heights”
April 10, 2014

19. “Soaring to new Heights”
RMBTA 2014 Education Day
“Soaring to new Heights”
April 10, 2014
Benchmarking

20. “Soaring to new Heights”
RMBTA 2014 Education Day
“Soaring to new Heights”
April 10, 2014
Benchmarking
Image provided by Prime Analytics

21. “Soaring to new Heights”
RMBTA 2014 Education Day
“Soaring to new Heights”
April 10, 2014
Benchmarking - IBM
Benchmark everything!!
Costs
Suppliers
Compliance
Lines of Business against each other
Savings
Processes
Policy

22. “Soaring to new Heights”
RMBTA 2014 Education Day
“Soaring to new Heights”
April 10, 2014
BENCHMARKING
“Comparison is the death of joy.”
Mark Twain

23. “Soaring to new Heights”
RMBTA 2014 Education Day
“Soaring to new Heights”
April 10, 2014

24. “Soaring to new Heights”
RMBTA 2014 Education Day
“Soaring to new Heights”
April 10, 2014
$50K
Saved
$75K
Saved
$205K
Saved
$110K
Saved

25. “Soaring to new Heights”
RMBTA 2014 Education Day
“Soaring to new Heights”
April 10, 2014
Global Program Progress: By Component

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RMBTA 2014 Education Day
“Soaring to new Heights”
April 10, 2014
Global Program Progress: By Country

27. “Soaring to new Heights”
RMBTA 2014 Education Day
“Soaring to new Heights”
April 10, 2014
Innovation

28. Innovation - Goal Summary
RMBTA 2014 Education Day
“Soaring to new Heights”
April 10, 2014
Innovation - Goal Summary
Image provided by Prime Analytics

29. “Soaring to new Heights”
RMBTA 2014 Education Day
“Soaring to new Heights”
April 10, 2014
Innovation - IBM
STOP! Communicating to travelers via
Message - to travelers while traveling – policy and savings opportunities
Share – traveler “compliance statistics” at point of sale
Predictive - Recognize new travel pattern and negotiate related agreements

30. “Soaring to new Heights”
RMBTA 2014 Education Day
“Soaring to new Heights”
April 10, 2014
INNOVATION
Any intelligent fool can make things bigger and more complex...It takes a touch of genius - and a lot of courage to move in the opposite direction.
Albert Einstein

31. “Soaring to new Heights”
RMBTA 2014 Education Day
“Soaring to new Heights”
April 10, 2014
What?
What Measures Matter?
Align with Culture
Hot Button Issues
Quick Wins
Problematic Areas
So What?
Why do those Measures Matter?
What problems do they solve?
What happens if they change?
What happens if they don’t change?

32. “Soaring to new Heights”
RMBTA 2014 Education Day
“Soaring to new Heights”
April 10, 2014
INNOVATION
Value of the Traveler Experience
Cost of Unhappy Customers
Cost of Non Compliance
Demand Management Effectiveness

33. “Soaring to new Heights”
RMBTA 2014 Education Day
“Soaring to new Heights”
April 10, 2014

34. “Soaring to new Heights”
Case Study
RMBTA 2014 Education Day
“Soaring to new Heights”
April 10, 2014
The Problem
Recent Airline Sourcing Criticized by Management
“Too focused on savings” not traveler experience
The Solution
Gain the Voice of Customer on for New Airline Partnerships

35. “Soaring to new Heights”
RMBTA 2014 Education Day
“Soaring to new Heights”
April 10, 2014
Case Study
You are aware of the recent change in airline partnerships for our company. Please comment on this change:
How has it impacted your travel experience?
Made travel more difficult
Made travel less difficult
No change
What is your experience with the new airline partners?
Worse than the prior partners
Better than the prior partners
92%!!
Yay!!
89%!!

36. “Soaring to new Heights”
RMBTA 2014 Education Day
“Soaring to new Heights”
April 10, 2014
Case Study
The Problem
Recent Airline Sourcing Criticized by Management
“Too focused on savings” not traveler experience
The Solution
Gain the Voice of Customer on for New Airline Partnerships
The Benefits
New Airline Partnerships Working Well!
Anecdotal Opinions Lost Relevance
Validation TO Travelers
Validation OF Sourcing Effort

37. “Soaring to new Heights”
RMBTA 2014 Education Day
“Soaring to new Heights”
April 10, 2014

38. “Soaring to new Heights”
RMBTA 2014 Education Day
“Soaring to new Heights”
April 10, 2014
Excludes:
Increased Costs from Booking Out of Policy Away from Designated TMC
Supplier Interaction Costs
Safety/Security Risks from Alternate Booking Channel
Employee Morale (Badwill)
Diminishes Program Credibility

39. A Happy Traveler Story:
RMBTA 2014 Education Day
“Soaring to new Heights”
April 10, 2014
A Happy Traveler Story: