Microsoft has avoided "significant disruptions to stakeholders" since deploying in May 2016 a travel management outsource model that pushes the frontier of process over people. While the client continues to "own" strategy and sourcing, American Express Global Business Travel handles day-to-day travel manager tasks previously assigned mainly to travel department contractors.

The setup freed Microsoft's own travel professionals to focus on the master plan, including emerging areas such as the traveler experience. The process orientation allows the company to organize around getting things done rather than who is doing them.

The outsourced team includes two sourcing individuals . . .

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