Getting With the Program - Carlson Wagonlit Travel

CWTvIsIon Issue 3 - January 200813Step 1: Optimize travel policy design.Each company needs to adapt its policy tothe needs of its travelers, business andcorporate culture. But it should also base itsdecisions on a solid understanding of howpolicy items affect savings, as well as arealistic appreciation of traveler compliance,as explained above. Once defined, thepolicy should be worded in clear, conciseand practical terms to avoid anymisunderstanding, particularly regardingmandates.Step 2: Carry out effective communicationsand training. The CWT research indicatestravelers are insufficiently aware of theircompany’s travel policy. Ensuring that allemployees are well-informed and aware ofthe latest changes is a challenge, particularlyas travel policies affect a large and diversepopulation and are subject to regular revision.Companies can rise to this challenge bycommunicating through top management,ensuring the policy document is easilyaccessible (e.g., via the corporate intranet)and conducting compulsory training for alltravelers.Step 3: Implement a booking process that promotes compliance. The bookingprocess plays a key role in promoting compliance. TMC agents should be instructedto inform the traveler if his or her request breaks a travel rule or be authorized torefuse the request. In addition, online booking tools can be set up to clearly identifyvalid options and prevent bookings that do not meet authorized criteria. To dealeffectively with exceptions, companies can fine-tune their pre-trip approval and posttripcontrol procedures.Step 4: Monitor compliance and take corrective action. Travel managers arealmost unanimous that reporting is valuable for managing compliance. Among themost useful indicators are: overall air booking compliance, compliance with each ofthe key travel rules, lists of non-compliant travelers, missed savings opportunitiesthrough non-compliance and online adoption. Based on this information, companiesmay decide to focus on changing traveler behavior and/or updating the travelprogram.