marsh transforms itself with social technology - hr technology conference 2012
DESCRIPTION
In October 2012 Laurie Ledford (CHRO of Marsh & McLennan Companies) and Ben Brooks (SVP of Marketing for Marsh) presented at the HR Technology Conference in Chicago. Video of the talk embedded at the end of the slides or at http://www.youtube.com/watch?v=mgXPDJEOyNM Focus of the talk was how Marsh engineered a shift in culture using social media internally to drive business growth.TRANSCRIPT
Marsh Transforms Itself With Social TechnologyHR Technology ConferenceOctober 8, 2012
Laurie Ledford
CHRO
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
Marsh
@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
•
•
•
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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
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Declaring a new future: October 23, 2009
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How adults learn and developMU Exploiting the 70%
70%
10%
20%
% o
f Adu
lt D
evel
opm
ent
Model based on research by Michael M. Lombardo and Robert W. Eichinger for the Center for Creative Leadership.
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Well-funded
43rd percentilefor HR spend per colleague
Lean
Burn off the FogBurn off the Fog
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Identifying your early adopters
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Everyone is a Teacher
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MU is the hub
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Degree of Engagement
Setting expectations how online communities work
ActiveContributors
1%Lurkers
90% 9%
PassiveContributors
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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
Goal
73
26
7468
75
83
73
57
76
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Cathy SmithCasualty Leader – NJ
Morristown
Alehandro SansManaging DirectorSao Paolo, Brazil
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one classroom
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Secretweapon:
50+ambassadors
700 Photos 30,000+ Votes
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“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
Goals
Operating Principles
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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
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Make it Happen
Provide amazing technology…
…and have high expectations
of your people
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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.
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Joe is a teacher
Joe had the oldlearning optionsIn person training Online modules
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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
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Offer better solutions
…so Joe chosea new way: Social Learning with
• Very low cost content
• Tailored content
• Engaging & conversational
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Measure everything keep score
The Results# making a financial impact.
27 Videos
36 Blogs
305 Comments
40,140 VIEWS
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Make your business leader the star
Joe gets famous
(kinda)
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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.’”
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Key lessons
learned
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