1. Celebrating 26 years of service to the Collegiate Travel Marketplace
Annual Conference & Tradeshow
Celebrating 26 years of service to the Collegiate Travel Marketplace
1A: Freshen Up Your Mature Travel Program
Stacey Clifton, Strategic Sourcing Manager| Harvard University Bradley Seitz, President | Topaz International Will Tate, Senior Vice President | Management Alternatives, Inc.

2. Celebrating 26 years of service to the Collegiate Travel Marketplace
Annual Conference & Tradeshow
Celebrating 26 years of service to the Collegiate Travel Marketplace
Connecting Procurement and the Traveler Experience
Will Tate
Senior Vice President
Management Alternatives

3. Connections?

4. Locking in Freshness Rise of the employee Emphasis on Procurement
Competition for Talent
Duty of Care
Emphasis on Procurement
Savings Plans and Guarantees
Job Performance (you look bad!)
Marketplace Competition
Better, Personalized Options are Everywhere
Ubiquitous chances to break policy

5. Case Study
Scope Survey Sticker

6. Case Study The Problem The Solution
Improved Value in Key Hotel Markets
Prior Sourcing Strategies Ineffective
The Solution
Gain the Voice of Customer for Key Hotel Markets
Create Value Ratings

7. Scope:
Survey:
Sticker:

9. Key Supplier Meetings Period to Adjust Re-measured in 3 Months
Preferred Status may change
Gain Loyalty
Removed from Program

11. Only Straggler Volume remains
Results!
“Top Employee Rated!”
-4% Rate
+8% Sat
+12% Sat
-3% Rate
+190%
Only Straggler Volume remains
+122%

12. Case Study Summary The Problem The Solution The Benefits
Improved Value in Key Hotel Markets
Prior Sourcing Strategies Ineffective
The Solution
Gain the Voice of Customer for Key Hotel Markets
Create Value Ratings
The Benefits
Removed underperforming properties
Measurable Improvement with Key Partners
Better traveler experience

13. There Is No Feedback Loop!
Tired Sourcing
Stale Sourcing
Consolidate Spend
Specify Quality
Set Targets
RFP
Analyze & Negotiate
Decide and Contract
Implement & Track
There
Is No
Feedback
Loop!
What’s
Missing?

14. ? Why don’t we… Why don’t we… Travel on buses rather than airplanes?
Stay at hostels or shelters?
Share hotel rooms?
Set per diems at bare minimums?
Conduct more meetings on phone?

15. ! Quality Measures! Care for business Care for traveler Because…
Productivity
Competition for Talent
Deemed too important
Care for traveler
Convenience
Duty of Care
Quality Measures!

16. Stale Sourcing Feedback Loop

17. Stale Feedback Loop
Circle of Concern
Reactive
Circle of Influence

18. Nature of change demands a dip in understanding and productivity
You will have a LONGER Walk through the ‘Valley of Despair’ – Without… Service Level Knowledge
Nature of change demands a dip in understanding and productivity
Launch
Value Creation
Betty
Goal: make the ‘Valley of Despair’ as short and shallow as possible to regain and realize expected benefits from change
Value
Time

19. Fresh Baked Case Study

20. Fresh Baked Case Study The Problem The Solution
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

21. 92%!! 89%!! Fresh Baked Case Study Yay!!
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
Yay!!
92%!!
89%!!

22. Case Study Summary The Problem The Solution The Benefits
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

23. Reactive Old & Tired Sourcing Feedback Loop Circle of Concern
Circle of Influence

24. Proactive Sparkling Sourcing Feedback Loop Circle of Influence
Circle of Concern
Proactive
Circle of Influence

25. Why Should Buyer’s Care?
Employee Care
Improved Traveler Experiences
Improves Duty of Care
More Meaningful Preferred Relationships
Show Why Preferred Suppliers Matter
Incremental Savings is Diminishing Proposition
Improvements can be Replicated
Measures toward Progress
Show Worth Differently
Program Improvements Period over Period

26. Why Should Seller’s Care?
Sell on Service
Becomes Measurable
Could offset Pricing Pressures
Awards
Improved Supplier of the Year!
Supplier of the Year!
More Meaningful Preferred Relationships
Success means less portfolio turnover
Reference for Other Customers

27. Staying Fresh Own the Traveler Experience
Formalize the Satisfaction Survey Process
Quantify Results
Broaden to all Key Suppliers
Partner for Improvements
Recurring Reviews
Decrease Non Performers / Increase Performers

28. Your Travelers…

29. Your Boss…

30. You!

31. Celebrating 26 years of service to the Collegiate Travel Marketplace
Annual Conference & Tradeshow
Celebrating 26 years of service to the Collegiate Travel Marketplace
Freshening up a Mature Program
Stacey Clifton
Strategic Sourcing Manager
Harvard University

32. Celebrating 26 years of service to the Collegiate Travel Marketplace
Annual Conference & Tradeshow
Celebrating 26 years of service to the Collegiate Travel Marketplace
Roadmap
Where we are – current state of our program
Where we want to be – how do we get there?

33. Harvard Travel Program Overview
Annual Conference & Tradeshow
Celebrating 26 years of service to the Collegiate Travel Marketplace
Harvard Travel Program Overview
Non mandated environment, estimated “compliance” of 66% with preferred travel agencies
Decentralized institutional structure
Travel Policy “Strongly Recommends” that travelers use preferred vendors

34. Harvard Travel Program Overview
Six Travel Agencies (7 including Athletic Travel)
Provide access to Harvard negotiated pricing with airlines, car rental, hotel and other preferred travel vendors
Airline Partnerships
Agreements with 8 Airlines providing Harvard travelers with discounts ranging from 1 to 69% off various fare classes
3 Car Rental Vendors
Discounted rates which include insurance
Hotels
Local
Chain wide
Sedan Services

35. Harvard Travel Program Benefits
Provide savings based on negotiated contract pricing with airlines and other suppliers versus generally available rates. Airline discounts range from 1-69% off applicable fares
FY’11 air savings totaled $5.3M, estimated 30% off regularly published fares
Exercise duty of care – all of our agencies send feeds to International SOS
Assist travelers if necessary while on the road
Reinforce compliance with Fly America Act for air fare purchased with federally sponsored funds
Track and report C02 emissions to Office for Sustainability

36. What can we be doing better?
Solicit feedback from Senior Leadership, Travelers and Travel Arrangers through:
Focus Groups
Surveys
Executive Sponsor Meetings

37. Senior Leadership Perspective
Where we want to be
Senior Leadership Perspective
Increased savings
Improved compliance to policy and use of preferred vendors
Better visibility into spend – by school, department, traveler behavior
Better reporting -Duty of Care, CO2 emissions
Traveler Perspective
Better discounts/value
Easier to use website and Expense Management Tools
Improved service from our travel vendors
Broader range of discounts
Support Meeting and Events Planning needs
VIP agents

38. Current Program Challenges
Senior Leadership Perspective
Potential Opportunities
Current Program Challenges
Current expense system provides minimal visibility into travel spend which limits our
Ability to negotiate effectively
Understanding of traveler behavior
Ability to identify travel patterns
Difficult to quantify key performance indicators for program
Accurately measure level of engagement
Savings realized and potential opportunities
Out of policy spend/policy compliance
Safety and Sustainability targets are not easily measured
Traveler tracking (Duty of Care)
Report on CO2 emissions
Implement an Expense Management System
Utilize additional data to identify further savings/value opportunities with both existing vendors and new vendors
Use additional data to understand drivers for non-compliance
Measure Key Performance Indicators and use the results to improve the program
Improve efficiency in the reimbursement cycle
Automated auditing
Holistic view of travel expenses

39. Traveler Perspective Challenges Opportunities
Travelers and Arrangers FAQs
Who are our preferred travel vendors?
Why should I use our preferred travel vendors?
How do I (and Harvard) benefit by using these preferred vendors?
Travelers and Arrangers Perceptions
“The travel agencies don’t get me the lowest fare”
“I can do it easier myself”
“It’s my job to shop for the best fares”
“I need VIP services”
Current Expense System is not easy to use
Communication Strategies
Quarterly Dean’s Travel Board Meetings
Community Outreach
Collaboration with the different schools and departments
“E-news” and Various Publications
Travel Website
Travel Fair
Benchmark Pricing and Service Levels
Third Party Fare Audits (Topaz)
Traveler Surveys and Focus Groups
Implement an Expense Management System
Time savings in expense report preparation
More accurate reports
Faster reimbursement

40. Current Initiatives
Develop New Website – easier to navigate, done in collaboration with schools and travelers
Partner with Passport and Visa Services Providers
Continue to partner with Harvard Affiliates to leverage their travel volume to receive deeper discounts
Support Meeting and Events Planning needs through introduction of new internal and external providers

41. Travel Website
A new travel website and portal was launched in March 2011
The new site includes links to school specific policies and was developed with input from a broad range of travelers and travel arrangers

42. Keeping it “Fresh”
Continue to “check in” with travelers, arrangers, senior leadership
Make sure we’re meeting their needs (survey’s, focus groups,audits)
Share audit/survey results
Evaluate and address feedback
Explore opportunities for new discounts and service offerings – dining, airport parking

43. Celebrating 26 years of service to the Collegiate Travel Marketplace
Annual Conference & Tradeshow
Celebrating 26 years of service to the Collegiate Travel Marketplace
Thank You!

44. Celebrating 26 years of service to the Collegiate Travel Marketplace
Annual Conference & Tradeshow
Celebrating 26 years of service to the Collegiate Travel Marketplace
Measurement for Continuous Improvement
Bradley Seitz
President and CEO
Topaz International

45. Celebrating 26 years of service to the Collegiate Travel Marketplace
Annual Conference & Tradeshow
Celebrating 26 years of service to the Collegiate Travel Marketplace
Today’s Keywords
Audit
Measurement
Verification
Benchmarking
Validation
Assessment

46. Celebrating 26 years of service to the Collegiate Travel Marketplace
Annual Conference & Tradeshow
Celebrating 26 years of service to the Collegiate Travel Marketplace
Performance Measurement; The what, why and who

47. Celebrating 26 years of service to the Collegiate Travel Marketplace
Annual Conference & Tradeshow
Celebrating 26 years of service to the Collegiate Travel Marketplace
Policy: How do you measure Policy Performance?

48. Celebrating 26 years of service to the Collegiate Travel Marketplace
Annual Conference & Tradeshow
Celebrating 26 years of service to the Collegiate Travel Marketplace
Airfare: The Classic

49. Celebrating 26 years of service to the Collegiate Travel Marketplace
Annual Conference & Tradeshow
Celebrating 26 years of service to the Collegiate Travel Marketplace
TMC: What do you want?

50. Celebrating 26 years of service to the Collegiate Travel Marketplace
Annual Conference & Tradeshow
Celebrating 26 years of service to the Collegiate Travel Marketplace
Hotel: More than just a rate?

51. Celebrating 26 years of service to the Collegiate Travel Marketplace
Annual Conference & Tradeshow
Celebrating 26 years of service to the Collegiate Travel Marketplace
Car Rentals: Key are the extras

52. Celebrating 26 years of service to the Collegiate Travel Marketplace
Annual Conference & Tradeshow
Celebrating 26 years of service to the Collegiate Travel Marketplace
Expense Reports: The final frontier

53. Celebrating 26 years of service to the Collegiate Travel Marketplace
Annual Conference & Tradeshow
Celebrating 26 years of service to the Collegiate Travel Marketplace
Benchmarking: How do you compare?

54. Celebrating 26 years of service to the Collegiate Travel Marketplace
Annual Conference & Tradeshow
Celebrating 26 years of service to the Collegiate Travel Marketplace
Benchmarking is the continuous process of measuring products, services and practices against the toughest competitors or those companies recognized as industry leaders.

55. Celebrating 26 years of service to the Collegiate Travel Marketplace
Annual Conference & Tradeshow
Celebrating 26 years of service to the Collegiate Travel Marketplace

56. Celebrating 26 years of service to the Collegiate Travel Marketplace
Annual Conference & Tradeshow
Celebrating 26 years of service to the Collegiate Travel Marketplace
Thank you!