Even with the best intentions and effort, travel service levels can falter due to the number of actions required, the many parties involved in the supply chain, and the complexity of the procedures. To consistently deliver excellent service, our business therefore needs to be well organised and managed.
etm’s service delivery model is based on the combination of three parts: the right IT, good processes, and skilled and motivated people. Management’s job is to monitor each client’s satisfaction, and to ensure that the three components are of good quality and are interacting correctly.
what systems we use and how we integrate them.
This is the base. The systems we use determine our capacity to deliver good TMC services, since nearly everything we do involves an IT system or tool. Making a booking involves the global distribution system and several integrated softwares, including our online booking tool web-res. Monitoring your satisfaction efficiently requires an automated survey tool. Providing you with concise and valuable reporting requires system add-ons and integration. Advising on various cost reduction opportunities can involve several of our automated procurement and analysis tools. etm continues to invest substantially in IT, since it is the backbone of effective travel management.
our processes
How we organise workflows, back-ups, in-fills, after-hours, emergency services, training, implementations, analysis, delivery and service resolutions.
This determines how well we can use our IT foundation to consistently deliver above your KPIs.
our people
Who we employ and how we develop and care for them.
Even with the best systems and processes, service will suffer in the hands of someone lacking knowledge or interest. etm puts a great deal of effort into staff training and enthusiasm. We have a full-time HR Manager. We focus on the simple motivators and maintain an excellent working environment. We recently came sixth in the national BRW Best Place to Work award. Our staff want to come to work. And the best people in the industry want to be our staff.
our values and management team
our values
etm corporate is a part of the etm group. Over nine years, the company has grown on the basis of solid values. We don’t have a wordy mission statement gathering dust. We do have simple values that are on every team member’s desk, and are part of our daily working life. We believe that from these good things other benefits flow, including client service. The values helped us to be the 6th most highly rated company in Australia in the BRW Best Place to Work survey. They are:
- respect
- honesty
- courage
- fun
- care
- innovation
- commercial ownership
Our TMC has a specific set of operating principles designed to ensure consistent travel management excellence. They are:
- The client’s interests are our interests
- We are not sales driven but service driven
- We are only as good as our client performance last week
- We are our client’s representative inside the supply chain
- Client relationships should be collaborative. Our role is to explain and assist
- Our 3 measures are client satisfaction, total value, and unit travel costs
our management team
Our managers have different backgrounds and areas of expertise. Clients are invited to contact any of our team to ensure that you access the full extent of etm’s travel management resources.
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David Hummerston, Director David is a founder and Director of etm group of companies. He formed etm in 2001 with Leon Burman and Jan Upton. He has extensive travel industry experience, having worked for ten years in senior positions in the UK and Europe before establishing etm. David is an active member of the international Entrepreneurs Organisation (EO), and was a finalist in the 2004 Ernst & Young Entrepreneur of the Year Award. He is a passionate supporter of Pilotlight Australia and an inaugural Pilotlight Igniter. davidh@etmgroup.com.au |
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Leon Burman, Director Leon is a founder and Director of etm group of companies. He formed etm in 2001 with David Hummerston and Jan Upton. Leon has nearly twenty years of experience in corporate events management, hospitality and marketing. He manages the meetings, events and incentives division of etm and is a leading figure in the industry. He is a member of the prestigious international Young Presidents Organisation (YPO) and was a finalist in the 2004 Ernst & Young Entrepreneur of the Year Award. Leon sits on the Starwood Hotels Asia Pacific MICE Advisory Board and helps to manage the company’s involvement in several charitable organisations. leonb@etmgroup.com.au |
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Andrew Kendrick, CEO Andy is the Chief Executive Officer of etm group. He started professional practice with an accounting firm before moving into eco tourism management, and then onto regional management roles with 5 star hotels. He joined etm in 2007 as CFO and in May 2010 was appointed CEO. Andy has an impressive track record of operational, cultural and financial management success over the past 15 years. andrewk@etmgroup.com.au |
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Tony O'Connor, General Manager Tony runs our travel consulting division, delivering procurement, analysis and supply chain services. He was the founder and Managing Director of Butler Caroye, Australia’s leading independent management consultancy specialising in travel procurement. Over twelve years, he serviced fifty of Australia’s largest corporations and travel buyers. He regularly speaks at international conferences and has articles published in leading magazines. He was awarded Consultancy of the Year in 2008, 2009 and 2010, is on the committees of both of the international buyer organisations NBTA and ACTE, and is the first inductee into the BttB Industry Hall of Fame. Before Butler Caroye, he was a manager at Qantas, and was an institutional stockbroker for ten years. He has a Commerce Degree from Melbourne University. tonyo@etmcorporatetravel.com.au |
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Linda Gant, Operations and HR Manager Linda has managed the people, processes and systems of the Travel Department since 2004, overseeing procedures, workflow allocation, training, performance, reviews, recruitment and induction. Prior to this she was a Team Leader and VIP consultant for five years. Before working in corporate travel, she was Executive PA to the State Sales Manager at AMP, and held positions at Amcor and the Law Institute. lindag@etmgroup.com.au |
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Jackie Bottroff, Client Relations Manager Jackie joined etm in 2008 as the head of our account management team, and ensures that clients receive supply chain value and service excellence through analysis, advice and frequent communication. She is responsible for service delivery to all our corporate clients, problem solving, managing SLAs and KPIs, contract negotiation, reporting, account implementation, change management & training. She has held several senior positions over twelve years at Qantas including State Sales Manager, and more recently was the National Corporate Partnership Manager for the Starlight Children's Foundation. jackieb@etmgroup.com.au |
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Bronwyn Wakefield, Client Relations Manager Bronwyn has ten years of experience in servicing corporate clients; four as an account manager and six as an international consultant. She has a Commerce degree specializing in Travel and Business Management and has worked in London and South Africa. At etm, she adds her analytical and benchmarking skills to the CRM team. Bronwyn was hand-picked by etm and joined us in mid 2010. bronwynw@etmgroup.com.au |
our 3-client focus: the traveller + the booker + the manager procurer
Our approach is based on the idea that there are three types of client within your organisation; the traveller, the travel booker and the travel manager. There can be overlaps. Travellers may book themselves. The travel booker and the travel manager might be the same person. But there are three distinct types of service requirement that we address separately. Accordingly, we have three divisions within our company: Travel Services, Client Relations Management and Consulting.
|
Service |
From Our |
To Your |
1 |
Travel advice and booking, and related services |
Travel Services |
Travellers |
2 |
Daily service quality. Situation resolution. Supplier issues. |
Travel Services plus Client Relations Managers |
Travellers and Travel Bookers |
3 |
Surveys. Relationships. Operational overview. Data and reporting. Supplier management. |
Client Relations Managers |
Travel Bookers |
4 |
Strategy and planning. Regular analysis, review and recommendations. KPIs and SLA. Systems |
Client Relations Managers plus Consulting division |
Travel Bookers and Travel Managers |
5 |
Procurement and supply management services and tools |
Consulting division; “etm Travel Consulting” |
Travel Managers |
We offer many useful services, from making a booking through to rigorous analysis, benchmarking, and tendering. Each service item is clearly defined, and is clearly assigned with specific outcomes and responsibilities. We have organised ourselves according to your needs and expectations, so that we may better meet and exceed them, consistently.
include us in your tender
A TMC tender is a major procurement exercise. Assessment requires the sorting and scoring of a large amount of detail. However, final selection is often based on minor differences between apparently similar offers, clouded by pricing uncertainty. etm will introduce solid points of difference into your selection process. They are:
- Highly developed and awarded consulting services, proven over twelve years, that target cost reduction, efficiencies and tight supply chain management. We are unique in this important area. We have brought Australia’s best specialist management consultancy into the company
- The industry’s largest archive of useful research and information. Please go to our online research archive
- Quantitative account management that provides you with operational and strategic control
- Based on analytical reporting that organises the data into interactive summaries and reports that you will want to use
- Simplified pricing that eliminates the usual uncertainty of many additional service fees
- Service guarantees backed by the option of performance-linked fees
- A leading meetings and events division that will consolidate corporate and events spend to your advantage. Please go to our meetings and events website
To discuss travel management issues or our range of services, please contact Tony O’Connor on 03 9521 5355 or via email: tonyo@etmcorporatetravel.com.au
