ASK THE EXPERTS
BY MARTIN FERGUSON
THE
BUYER
KAREN HUTCHINGS, global head of travel, meetings and events, Ernst and Young
THE TIMES THEY ARE A-CHANGIN’
HOW TO PLAN FOR SUCCESSFUL TRANSFORMATION
THE FORMERLY-FRAGILE GLOBAL ECONOMY looks more robust with every passing quarter. Global megatrends are aligning. Companies are preparing for the future by investing in technology and infrastructure. Change is in the air. Disruption to the traditional managed travel environment is forcing travel buyers and procurement professionals to evaluate existing models. Switching suppliers, introducing new technology and revamping travel policy all require complex projects. These things can’t be forced through. We ask three industry experts about how buyers should manage change within their organisations.
40 BBT MARCH/APRIL 2015
BEFORE IMPLEMENTING ANY BIG CHANGE to your travel programme or policy you must be crystal clear on your end goal. If you’re not absolutely certain about the objectives, you’ll never know which direction to take. First, take stock of where you are at present in relation to the thing you want to change. Map out a step-by-step plan so you can visualise how to reach the end of the project. Be very clear on what the benefits and advantages of the change will be. If you are questioned, you must be in a position to clearly articulate these points. If you have a good story, it will be far easier to obtain buy-in from senior executives and other stakeholders. After all, these are business people. If your change is going to lead to cost savings, or to enhanced service, they are likely to support your project. If you are not able to do this, you will find that it is very difficult to generate support. It is, therefore, always a good idea
to involve key stakeholders in the planning process as early as possible. For example, include them in the RFP [request for proposal] process; give them an opportunity to shape the outcome. Failing to take these steps could lead to obstacles further down the line.
Resistance may come from those who will be affected by change, but are nervous or unsure about what it will mean. Finally, remember to take your travellers into account. Travel in many organisations is interesting because many people handle their own bookings and believe they are experts. If change impacts on them, be sure they are aware of the enhanced experience you are providing.
BUYINGBUSINESSTRAVEL.COM
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