Some travel management pros see service level agreements with travel management companies as pretty much worthless. SLAs can be hard to measure or validate, and they produce little actionable information. Others view SLAs as integral parts of TMC relationships. Without them, how do the two sides baseline performance, uncover service deficiencies and track improvement?

From Nathan Haydn-Myer's perspective as head of operations and insights for VSP Global’s procurement and travel division, certain SLAs have a place if they're used in the right context. He favors customer service metrics relevant to his organization. He . . .

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