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ISM Travel & Events ISM Travel & Events ISM Travel & Events ISM Travel & Events
Graham Crawshaw MCIPS
Director of Content
June 2017
What does good look like? What does good look like? What does good look like? What does good look like?
Best in Class:Best in Class:Best in Class:Best in Class:
sets of insights
1,1001,1001,1001,100procurement reports per year
40404040
Global Network of Procurement ProfessionalsGlobal Network of Procurement ProfessionalsGlobal Network of Procurement ProfessionalsGlobal Network of Procurement Professionals
active participants
countries represented
industry sectors covered
events per year
151515157070707010,000+10,000+10,000+10,000+
185185185185
North AmericaNorth AmericaNorth AmericaNorth America
Chicago
New Jersey
New York
Boston
Philadelphia
San Francisco
Toronto
Budapest
Amsterdam
Birmingham
Dublin
Dusseldorf
London
Paris
Winchester
Zurich
Frankfurt
Copenhagen
Warsaw
Stockholm
South AmericaSouth AmericaSouth AmericaSouth AmericaMexico City
Sao Paulo
EuropeEuropeEuropeEurope
AsiaAsiaAsiaAsia
Kuala Lumpur
Tokyo
Singapore
Shanghai
Mumbai
Hong Kong
Dubai
AustralasiaAustralasiaAustralasiaAustralasia
Brisbane
Melbourne
Sydney
RoundTablesRoundTablesRoundTablesRoundTables: Regions and Cities: Regions and Cities: Regions and Cities: Regions and Cities
Our Clients IncludeOur Clients IncludeOur Clients IncludeOur Clients Include
Best in ClassBest in ClassBest in ClassBest in Class
Why Best in Class?Why Best in Class?Why Best in Class?Why Best in Class?
66 member companies participated66 member companies participated66 member companies participated66 member companies participated
Combined travel spend of $8bnCombined travel spend of $8bnCombined travel spend of $8bnCombined travel spend of $8bn
Grouped companies into the following categories:Grouped companies into the following categories:Grouped companies into the following categories:Grouped companies into the following categories:
BaseBaseBaseBase
StableStableStableStable
LeadingLeadingLeadingLeading
ProgressiveProgressiveProgressiveProgressive
1 - Category management and sourcing
2 Procure-to-pay policy and process
3 - Supplier relationship management
Survey SectionsSurvey SectionsSurvey SectionsSurvey Sections
4 - Contracting
5 - Engagement
1 1 1 1 ---- Category Management and SourcingCategory Management and SourcingCategory Management and SourcingCategory Management and Sourcing
Spend Spend Spend Spend breakdown:breakdown:breakdown:breakdown:
Airfares52%
Accommodation26%
Food and drink8%
Ground transportation8%
Entertainment6%
1 1 1 1 ---- Category Management and SourcingCategory Management and SourcingCategory Management and SourcingCategory Management and Sourcing
Planning the travel strategyPlanning the travel strategyPlanning the travel strategyPlanning the travel strategy
Regional and global Regional and global Regional and global Regional and global strategy combined with strategy combined with strategy combined with strategy combined with
a TMC relationship a TMC relationship a TMC relationship a TMC relationship
69%69%69%69%
1 1 1 1 ---- Category Management and SourcingCategory Management and SourcingCategory Management and SourcingCategory Management and Sourcing
Average business Average business Average business Average business travel spend travel spend travel spend travel spend influenced by influenced by influenced by influenced by ProcurementProcurementProcurementProcurement
78%78%78%78%
1 1 1 1 ---- Category Management and SourcingCategory Management and SourcingCategory Management and SourcingCategory Management and Sourcing
Managing nonManaging nonManaging nonManaging non----compliance within the travel policycompliance within the travel policycompliance within the travel policycompliance within the travel policy
1 1 1 1 ---- Category Management and SourcingCategory Management and SourcingCategory Management and SourcingCategory Management and Sourcing
Approach applied to benchmarkingApproach applied to benchmarkingApproach applied to benchmarkingApproach applied to benchmarking
2 2 2 2 ProcureProcureProcureProcure----totototo----Pay Policy and ProcessPay Policy and ProcessPay Policy and ProcessPay Policy and Process
Have corporate business travel Have corporate business travel Have corporate business travel Have corporate business travel requirementsrequirementsrequirementsrequirements been consolidated?been consolidated?been consolidated?been consolidated?
2 2 2 2 ProcureProcureProcureProcure----totototo----Pay Policy and ProcessPay Policy and ProcessPay Policy and ProcessPay Policy and Process
Compliance with using TMCs orCompliance with using TMCs orCompliance with using TMCs orCompliance with using TMCs orpreferred supplierspreferred supplierspreferred supplierspreferred suppliers
Average transactional Average transactional Average transactional Average transactional cost savings realised by cost savings realised by cost savings realised by cost savings realised by
using an OBTusing an OBTusing an OBTusing an OBT
40%40%40%40%
2 2 2 2 ProcureProcureProcureProcure----totototo----Pay Policy and ProcessPay Policy and ProcessPay Policy and ProcessPay Policy and Process
EmployeeEmployeeEmployeeEmployee policy for air travel policy for air travel policy for air travel policy for air travel what is included?what is included?what is included?what is included?
2 2 2 2 ProcureProcureProcureProcure----totototo----Pay Policy and ProcessPay Policy and ProcessPay Policy and ProcessPay Policy and Process
Travel policy for hotels and accommodationTravel policy for hotels and accommodationTravel policy for hotels and accommodationTravel policy for hotels and accommodation what is included?what is included?what is included?what is included?
2 2 2 2 ProcureProcureProcureProcure----totototo----Pay Policy and ProcessPay Policy and ProcessPay Policy and ProcessPay Policy and Process
Ground transportation travel policyGround transportation travel policyGround transportation travel policyGround transportation travel policy what is included?what is included?what is included?what is included?
2 2 2 2 ProcureProcureProcureProcure----totototo----Pay Policy and ProcessPay Policy and ProcessPay Policy and ProcessPay Policy and Process
TMCs being used by participating companiesTMCs being used by participating companiesTMCs being used by participating companiesTMCs being used by participating companies
3 3 3 3 ---- Supplier Relationship ManagementSupplier Relationship ManagementSupplier Relationship ManagementSupplier Relationship Management
What is included in a supplier performance management What is included in a supplier performance management What is included in a supplier performance management What is included in a supplier performance management (SPM) programme?(SPM) programme?(SPM) programme?(SPM) programme?
3 3 3 3 ---- Supplier Relationship ManagementSupplier Relationship ManagementSupplier Relationship ManagementSupplier Relationship Management
Adopting a supplier relationship management Adopting a supplier relationship management Adopting a supplier relationship management Adopting a supplier relationship management (SRM) programme(SRM) programme(SRM) programme(SRM) programme
3 3 3 3 ---- Supplier Relationship ManagementSupplier Relationship ManagementSupplier Relationship ManagementSupplier Relationship Management
Key performance indicators:Key performance indicators:Key performance indicators:Key performance indicators:
OBT adoptionOBT adoptionOBT adoptionOBT adoption
Telephone / email response timesTelephone / email response timesTelephone / email response timesTelephone / email response times
Average ticket priceAverage ticket priceAverage ticket priceAverage ticket price
IT uptimeIT uptimeIT uptimeIT uptime
Market share commitmentMarket share commitmentMarket share commitmentMarket share commitment
Target revenueTarget revenueTarget revenueTarget revenue
Online adoption percentage / online bookingsOnline adoption percentage / online bookingsOnline adoption percentage / online bookingsOnline adoption percentage / online bookings
Customer satisfaction and performance surveysCustomer satisfaction and performance surveysCustomer satisfaction and performance surveysCustomer satisfaction and performance surveys
Accuracy of dataAccuracy of dataAccuracy of dataAccuracy of data
4 4 4 4 ---- ContractingContractingContractingContracting
Negotiations with global suppliers Negotiations with global suppliers Negotiations with global suppliers Negotiations with global suppliers
4 4 4 4 ---- ContractingContractingContractingContracting
The TMC contract The TMC contract The TMC contract The TMC contract
4 4 4 4 ---- ContractingContractingContractingContracting
What a Procurement and TMC partnership aims to deliverWhat a Procurement and TMC partnership aims to deliverWhat a Procurement and TMC partnership aims to deliverWhat a Procurement and TMC partnership aims to deliver
4 4 4 4 ---- ContractingContractingContractingContracting
Most important requirements from a TMCMost important requirements from a TMCMost important requirements from a TMCMost important requirements from a TMC
4 4 4 4 ---- ContractingContractingContractingContracting
Benefits of a Procurement and TMC partnership:Benefits of a Procurement and TMC partnership:Benefits of a Procurement and TMC partnership:Benefits of a Procurement and TMC partnership:
Ability to direct travellers to preferred dealsAbility to direct travellers to preferred dealsAbility to direct travellers to preferred dealsAbility to direct travellers to preferred deals
Customisable OBTCustomisable OBTCustomisable OBTCustomisable OBT
Customised QBRsCustomised QBRsCustomised QBRsCustomised QBRs
InnovationInnovationInnovationInnovation
Knowledgeable teamKnowledgeable teamKnowledgeable teamKnowledgeable team
Quicker implementationsQuicker implementationsQuicker implementationsQuicker implementations
Seamless transitionsSeamless transitionsSeamless transitionsSeamless transitions
Timely communicationTimely communicationTimely communicationTimely communication
TMC account and ops managementTMC account and ops managementTMC account and ops managementTMC account and ops management
5 5 5 5 ---- EngagementEngagementEngagementEngagement
1.1.1.1. Profile your stakeholdersProfile your stakeholdersProfile your stakeholdersProfile your stakeholders
2.2.2.2. Understand their requirements, use their terminologyUnderstand their requirements, use their terminologyUnderstand their requirements, use their terminologyUnderstand their requirements, use their terminology
3.3.3.3. Align procurement activity to their business objectives Align procurement activity to their business objectives Align procurement activity to their business objectives Align procurement activity to their business objectives talk about benefits rather than savingstalk about benefits rather than savingstalk about benefits rather than savingstalk about benefits rather than savings
4.4.4.4. Add value Add value Add value Add value demonstrate knowledge of categories, demonstrate knowledge of categories, demonstrate knowledge of categories, demonstrate knowledge of categories, suppliers and marketssuppliers and marketssuppliers and marketssuppliers and markets
5.5.5.5. Start small, establish credibility, achieve quick winsStart small, establish credibility, achieve quick winsStart small, establish credibility, achieve quick winsStart small, establish credibility, achieve quick wins
5 5 5 5 ---- EngagementEngagementEngagementEngagement
Communicating the travel policyCommunicating the travel policyCommunicating the travel policyCommunicating the travel policy
5 5 5 5 ---- EngagementEngagementEngagementEngagement
Feedback for business travel or TMC projects? Feedback for business travel or TMC projects? Feedback for business travel or TMC projects? Feedback for business travel or TMC projects?
Best in Class Best in Class Best in Class Best in Class leading procurement organisationsleading procurement organisationsleading procurement organisationsleading procurement organisations
1. Travel is one of the highest outsourced categories
2. TMC is the partner for cost containment
3. Characteristics of leading procurement functions:
Global strategy, global TMC
Stakeholder involvement
External benchmarking
Compliance
SMART KPIs
Structured SRM programmes
Summary Summary Summary Summary what does good look like?what does good look like?what does good look like?what does good look like?
casme.com
THANKTHANKTHANKTHANKYOUYOUYOUYOU
Graham CrawshawGraham CrawshawGraham CrawshawGraham Crawshaw