marsh transforms itself with social technology - hr technology conference 2012

Marsh Transforms Itself With Social TechnologyHR Technology ConferenceOctober 8, 2012

Laurie Ledford

Ben Brooks

SVP & Global Director

Chicago, IL

Approved for External Use

@benbrooksny landing.marshuniversity.com @laurieledford

Laurie LedfordChief Human Resources OfficerMarsh & McLennan Companies

Ben BrooksSVP & Global Director

Enterprise Communications & Colleague Engagement

@benbrooksny landing.marshuniversity.com @laurieledford @marsh_inc

• World leader in risk and insurance services and solutions

• Rich 141 year heritage

• Multi-billion USD annual revenue

• 25,000 employees

• 400 locations in nearly 100 countries

• Part of Marsh & McLennan Companies

Burn off the Fog

@benbrooksny landing.marshuniversity.com @laurieledford (Frank Ockenfels / AMC)

Marsh in the 2000s…Marsh in the 2000s………the dark yearsthe dark years

Declaring a new future: October 23, 2009

How adults learn and developMU Exploiting the 70%

Model based on research by Michael M. Lombardo and Robert W. Eichinger for the Center for Creative Leadership.

Well-funded

43rd percentilefor HR spend per colleague

Burn off the FogBurn off the Fog

Identifying your early adopters

Everyone is a Teacher

500anointed“experts”

from everyoneis a teacher

MU is the hub

Degree of Engagement

Setting expectations how online communities work

ActiveContributors

1%Lurkers

90% 9%

PassiveContributors

Profile Penetration as of August 9, 2012There continues to be an opportunity to increase profiles with pictures across all regions.

% of Employee PopulationEnd of year photo goal: 50% of Marsh colleagues

Total profiles: 18,220

Cathy SmithCasualty Leader – NJ

Morristown

Alehandro SansManaging DirectorSao Paolo, Brazil

one classroom

Secretweapon:

50+ambassadors

700 Photos 30,000+ Votes

“Building the BEST” Strategy 2008-2010

ClientsDeliver Exceptional Value

• Understand client needs and exceed client expectations through segmentation and industry specialization

• Deliver outstanding service globally: give our clients the best of Marsh

• Improve market relationship management to optimize value for clients

• Innovate to meet emerging client needs

To be the BEST … insurance broker, intermediary and risk advisor

To deliver exceptional client value and drive profitability and growth by capitalizing on our global reach, market expertise and outstanding people

• Think like a client; think like an owner• Deliver global capabilities locally; deliver local capabilities globally• Embrace continuous improvement• Act with integrity, honesty, courage and mutual respect • Deliver the power of Marsh through collaboration

ColleaguesMake Marsh a Great Place to

Work for Outstanding People

• Empower people and hold them accountable for results

• Retain, attract and develop top talent

• Inform and engage colleagues

• Foster a winning sales and service culture

• Align and simplify the organization

Financial PerformanceDrive Profitability and

Growth

• Continue to improve operating margins

• Invest for organic growth and strategic acquisitions

• Make cost discipline a part of the culture

• Manage through clear P&L accountability

Sustaining Vision

Strategic Vision

Strategic Pillars

Operating Principles

Our Culture, Our Values

In TouchGet out infront by being informedand being connected

Have relentless curiosity about what’s happening in the world and with your client

Foster deep relationships through consistent conversation

Translate insights into timely and relevant solutions

GenuineBe authentic with clients and each other

Express your candid point of view and encourage others to do the same

Have a constructive debate if you disagree

Speak up when you have a question or new idea, even if it challenges the status quo

NimbleBe flexible and move quickly to deliver quality results

Respond with urgency

Use your best judgment and keep moving

Get it done

InclusiveBe open to diverse ideas, experiences & backgrounds

Be approachable, listen and respond respectfully

Reach across boundaries; invite others to connect and collaborate

Welcome others’ participation and contributions

TrustedStand for integrityand ethical behavior

Be knownfor your consistency and reliability

Be accountable for all commitments and obligations

Insist on what is right and fair

EngagedActively participate in making Marsh extraordinary

Embraceyour role asa citizen ofthe firm

Approach changes as opportunities; opt-in to the Marsh way of doing things

Seize the opportunityto continually improve and learn

Make it Happen

Provide amazing technology…

…and have high expectations

of your people

Solve real problems

Joe had a problem“ It became evident to me that a broad

swath of our colleague base did not understand earnings, and all that goes with that… Many client-facing employees don’t sufficiently grasp how insurance products and risk-management services affect clients’ own financial performance.”

Joe McSweeny, CEO, US/Canada Division & Global Sales Leader Marsh Inc.

Joe is a teacher

Joe had the oldlearning optionsIn person training Online modules

How does he teach?

But…

In person training Online modules

Big $$$$$$ Still some $$$

Inconvenient for employees

Generic content

Rollout measuredin years

Boring, requires management force

Offer better solutions

…so Joe chosea new way: Social Learning with

• Very low cost content

• Tailored content

• Engaging & conversational

Measure everything keep score

The Results# making a financial impact.

27 Videos

36 Blogs

305 Comments

40,140 VIEWS

Make your business leader the star

Joe gets famous

(kinda)

Make your business leader the star

Joe gets covered in CFO magazine“The social-media approach and the content delivery by company executives may

make Marsh’s educational initiative superior to those of other firms, suggests professor

Jonathan Schiff. ‘From an efficiency standpoint, getting education out to thousands of people

can be done using social media at a modest cost,’ he says. ‘Many companies should emulate what Marsh has done.’

While efforts to give rank-and-file employees financial literacy aren’t uncommon in the

financial-services sector, they’re much less prevalent elsewhere, Schiff observes. But even

where such offerings exist, they are often of low quality, he adds. ‘Using internal people to convey the message is a big plus,’ he says.

‘Marsh is taking a good position by not offering a check-the-box course provided

by an outside vendor that doesn’t understand the company’s business.’”

Key lessons

learned

@benbrooksny

www.linkedin.com/in/benbrooksny

About.me/benbrooksny

Youtube.com/benbrooksny

@laurieledford

www.linkedin.com/in/laurieledford

marsh transforms itself with social technology - hr technology conference 2012

laurieledford mu

best of marsh

power of marsh

client expectations

exceptional client value

emerging client

global capabilities

global reach

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