< PrevNext > 43. The Church of Jesus Christ of Latter-Day Saints Salt Lake City Share 2018 U.S.-Booked Air Volume: $93 millionPrimary U.S. Air Suppliers: Delta, American, UnitedPrimary U.S. Hotel Suppliers: Marriott, Choice, InterContinentalPrimary U.S. Car Rental Suppliers: Enterprise/National, HertzPrimary U.S. Online Booking Tool: E-Travel ManagementPrimary U.S. Payment Supplier: Bank of AmericaBTN named Shawn Johnson, who then was support services director for The Church of Jesus Christ of Latter-Day Saints, as one of its 2018 Best Practitioners for developing the quality cost per mile key performance indicator. At the time, he said he wanted to use the metric, which launched in 2017, in rfps and to expand to other supplier categories. And so, last year, his program executed several regional airline rfps that improved service and quality cost per mile, and it got the ball rolling in hotel and car rental by developing initial quality measures for those categories. The idea is to quantify traveler friction elements—for air, that meant factors like on-time rankings, baggage handling performance, response to travelers' needs, frequent-flier programs, sales team and reporting—to factor alongside price considerations when measuring the value of the church's supplier partnerships.The church has a single global travel policy and for several years has had an Amadeus tool in place that automatically books the church's missionaries, which number 65,000, based on preferred airlines and travel schedules. The system is essentially touchless with some quality assurance from agents. The agents thus can use the gained time to focus more on the missionaries' visa needs. The church implemented a duty of care program in 2018, called travelsafe that is more established and more visible within the company than the church's previous duty of care program. The church's U.S.-booked air volume stayed flat from 2017 to 2018, and it estimates that figure to stay the same in 2019, as well.