REALIGNMENT THROUGH INDEPENDENT GUIDANCE
The S&P Global case study
THE STORY OF HOW ONE TRAVEL MANAGEMENT LEAD TOOK THE DECISION TO TAKE A STEP BACK TO ASSESS THE PROS AND CONS OF THEIR TMC RELATIONSHIP IN ORDER TO ESTABLISH DEEPER CONNECTIONS FOR THE BENEFIT OF THEIR LONG-TERM RELATIONSHIP.
S&P Global is a business intelligence technology driven organisation operating in 31 countries with 8,000 travellers worldwide.
One and half years after the appointment of their new Global TMC, the company needed to assess the success of their global TMC implementation and check alignment and to ensure creation of a long-term, mutually successful relationship which would continue to focus on areas of added value.
To do so, they needed an independent, warts and all perspective on areas of mutual success and where the gaps might lay.
“The concept of the Strategic Relationship Audit is terrific. It is so important to get the best of the relationship that you’ve invested so much into and spent so much time negotiating, so that both parties can thrive.”
Director, Global Travel & Meetings - S&P Global
REALIGNMENT THROUGH INDEPENDENT GUIDANCE
THE NEED FOR AN ALIGNMENT RE-SET
Helping both parties to see the difference
was just the beginning
The Issue: One and a half years into the relationship and S&P Global were striving to be operating at the next level. Ann had high expectations and valued the relationship enough to want to invest time and resource to continuously improve it. Maintaining a standard TMC/ client relationship wasn’t enough. Striving for excellence was the basis of the appointment, and that means there’s a need for honest and open dialogue about any gaps on both sides.
The Solution: Both parties were asked to independently complete a very specific set of Strategic Relationship Audit (SRA) questions designed around core capability and delivery, probing every aspect of the service and relationship. Then they were invited to a full day workshop facilitated by FESTIVE ROAD to walk through the responses, celebrating the alignment and openly debating the gaps.
The Result: The process was a real eye opener. As the responses were shared and dissected it was a lightbulb moment as any gaps in expectation and delivery towards that excellence objective were revealed.
The SRA process and output was to be the starting point for the next level in their relationship.
HAVING AN OPEN MIND
Acknowledging the need for development on both sides
The Issue: As with any relationship, each party has their own perspectives. Partners need to be honest, clear on their expectations, difference of opinion and create an environment where they can openly discuss and address the issues on both sides. This is the only way to strive for excellence in the relationship.
The Solution: The FESTIVE ROAD Strategic Relationship Audit (SRA) was intensely transparent, and the workshop allowed everyone to talk through every aspect of the relationship and acknowledge where they needed to improve. Setting clear expectations and timelines for change were a key aspect of the exercise. Having an independent facilitator who can challenge and work towards mutual solutions is a must if true and balanced alignment is to be achieved.
The Result: A series of SMART actions was agreed with both parties and three months later the gaps were closed and the relationship progressed. By setting clear goals and having regular calls to track progress, any issues had been addressed and a platform for excellence had been created.
“I have high standards for myself, my colleagues and for any partnership I’m in; I need to work with someone who has that same level of expectations and the maturity to openly challenge whether we are truly achieving the objective we set out. The SRA helped us achieve that open dialogue stage much faster and deeper, with the resultant mutual benefit.”
Some three years on and the TMC/client relationship has hit its stride, with relationship excellence defined and the stage is set to achieve more positive results.
The SRA provided the platform for relationship excellence, but Ann understands that the speed of industry changes requires a periodical relationship audit in order to continually improve the relationship and programme achievements.
To speak to Ann about the benefits of a Strategic Relationship Audit, or to talk to one of the FESTIVE ROAD team contact firstname.lastname@example.org.