Marsh Transforms Itself With Social Technology - HR Technology Conference 2012

Marsh Transforms Itself With Social Technology
HR Technology Conference
October 8, 2012
Laurie Ledford
CHRO
Ben Brooks
SVP & Global Director
Chicago, IL
Approved for External Use

@benbrooksny landing.marshuniversity.com @laurieledford
Laurie Ledford
Chief Human Resources Officer
Marsh & McLennan Companies
Ben Brooks
SVP & 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
•
•
•

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 develop
MU  Exploiting the 70%
70%
10%
20%
%ofAdultDevelopment
Model based on research by Michael M. Lombardo and Robert W. Eichinger for the Center for Creative Leadership.

Well-funded
43rd
percentile
for HR spend per colleague
Lean

Identifying your early adopters

Everyone is a Teacher

500
anointed
“experts”
from everyone
is a teacher
to

MU is the hub

Degree of Engagement
Setting expectations  how online communities work
Active
Contributors
1%
Lurkers
90% 9%
Passive
Contributors

Profile Penetration as of August 9, 2012
There continues to be an opportunity to increase profiles with pictures
across all regions.
% of Employee Population
End of year photo goal: 50% of Marsh colleagues
Total profiles: 18,220
Goal
73
26
74
68
75
83
73
57
76

Cathy Smith
Casualty Leader – NJ
Morristown
Alehandro Sans
Managing Director
Sao Paolo, Brazil

one classroom

Secret
weapon:
50+
ambassadors

“Building the BEST” Strategy 2008-2010
Clients
Deliver 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
Colleagues
Make 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 Performance
Drive 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

Our Culture, Our Values
In Touch
Get out in
front by being
informed
and 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
Genuine
Be 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
Nimble
Be flexible
and move
quickly to
deliver
quality
results
Respond with
urgency
Use your best
judgment and
keep moving
Get it done
Inclusive
Be 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
Trusted
Stand for
integrity
and ethical
behavior
Be known
for your
consistency
and reliability
Be
accountable for
all
commitments
and obligations
Insist on what
is right and fair
Engaged
Actively
participate in
making
Marsh
extraordinary
Embrace
your role as
a citizen of
the firm
Approach
changes as
opportunities;
opt-in to the
Marsh way of
doing things
Seize the
opportunity
to continually
improve and
learn

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 old
learning options
In person training Online modules

How does he teach?
But…
In person training Online modules
Big $$$$$$ Still some $$$
Inconvenient for
employees
Generic content
Rollout measured
in years
Boring, requires
management force

Offer better solutions
…so Joe chose
a 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

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