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Session 1: Data/Sources of Data/Measuring Data/Getting the most value out of the data

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,

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Session 1: Data/Sources of Data/Measuring Data/Getting the most value out of the data

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

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

  4. RMBTA 2014 Education Day “Soaring to new Heights” April 10, 2014 Will Tate Management Alternatives Senior Vice President willtate@manage-alt.com

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

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

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

  10. 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 • Change behavior • Peer/Internal benchmarking • Possible use of gamification Improve Results

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

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

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

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

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

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

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

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

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

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

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

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

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

  29. RMBTA 2014 Education Day “Soaring to new Heights” April 10, 2014 Innovation - IBM • STOP! Communicating to travelers via email • 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. 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. 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. 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. RMBTA 2014 Education Day “Soaring to new Heights” April 10, 2014

  34. 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

  35. 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 • No change 92%!! Yay!! 89%!!

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

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

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