The document summarizes Visa's efforts to restructure their ergonomics program. It discusses obtaining management support, aligning program goals with corporate goals like understanding customers and delivering results. The restructured program utilizes an Office Ergonomics Suite software to conduct online ergonomic assessments and training. This allows for improved metrics tracking, faster ordering of equipment, and increased employee satisfaction. Since restructuring, Visa has seen a 43% reduction in ergonomic injury costs and a 91% reduction in employees at high risk of injury.

1. For Visa Internal Use Only
Ergonomics at Visa
Cormac Gilligan, BSc, RSP, CMIOSH
National Ergonomics Conference
Las Vegas
December 1, 2005

2. Presentation Identifier.2Information Classification as NeededFor Visa Internal Use Only 2Ergonomics at Visa | 01 December 2005
Objectives
Historical Context of Visa’s Ergo Program
Approach to Restructuring the Program
Obtaining Management Support
Aligning the Goals
Creating Effective Metrics
Delivering Results
Data Sources
Next Steps

3. Presentation Identifier.3Information Classification as NeededFor Visa Internal Use Only 3Ergonomics at Visa | 01 December 2005
The Worlds Best Way to Pay
• The world’s largest electronics
payment network
• Owned by 21000 member institutions
• 1.3 Billion Visa cards in circulation
• Accepted at 24 million locations
• More than $3 trillion in annual card
sales volume
• 6500 transactions per second

4. Presentation Identifier.4Information Classification as NeededFor Visa Internal Use Only 4Ergonomics at Visa | 01 December 2005
Visa Milestones - Annual Sales
0
500
1,000
1,500
2,000
2,500
3,000
1965 1970 1975 1980 1985 1990 1995 2000 2004
US$ Billions
1969
$1 Billion
1985
$100 Billion
1997
$1 Trillion
2001
$2 Trillion
2004
$3 Trillion

5. Presentation Identifier.5Information Classification as NeededFor Visa Internal Use Only 5Ergonomics at Visa | 01 December 2005
Ergonomics at Visa
Program managed by
• Safety manager
• Supported by consultant one day a week
• Program delivery at all 16 Visa locations across the US
• Staff of approximately 4000 US based
• Primarily office based but also have data and call centers

6. Presentation Identifier.6Information Classification as NeededFor Visa Internal Use Only 6Ergonomics at Visa | 01 December 2005
Historical Context
Two years ago the structure of the program was
• Consultant-centric
• Not fully utilizing the software program from Remedy Interactive
called Office Ergonomics Suite (OES)
• Facilities Department not fully engaged
• Supply of ergo products was slow
• Supply process was cumbersome
• Scheduling of assessments was slow and time consuming
• Employee perception that ergo program was for people in
‘pain’!!

7. Presentation Identifier.7Information Classification as NeededFor Visa Internal Use Only 7Ergonomics at Visa | 01 December 2005
Historical Context
Sought to create a newly positioned program
• Aligned with corporate objectives
• Using best available technology to fullest extent
• With a strong behavioral element
• With knowledgeable suppliers
• That changed from a consultant-centric program to an
employee-centric program
- Culture is driving the change

8. Presentation Identifier.8Information Classification as NeededFor Visa Internal Use Only 8Ergonomics at Visa | 01 December 2005
Approach to Restructuring
In order to regenerate the ergo program
• Needed management support and buy-in
• Human Resources buy-in
• Determine suitability of software
• Identify a vendor capable of delivering specific product
• Re-engage the employees in the ergo process

9. Presentation Identifier.9Information Classification as NeededFor Visa Internal Use Only 9Ergonomics at Visa | 01 December 2005
Management Support
Speak the same language
• Align the program goals with the corporate goals
• Conversations in risk
The cold hard cash
• Reduce the cost of claims
• Impact the insurance premiums
• Control the ‘cool new stuff’ syndrome
The ‘not so’ cold hard cash
• Productivity issues
• Risk Reduction
• Sense that Visa cares

10. Presentation Identifier.10Information Classification as NeededFor Visa Internal Use Only 10Ergonomics at Visa | 01 December 2005
Aligning the Goals
Align the program goals with the corporate goals
• Corporate Goals
– Understand the customer
– Build the team
– Deliver results

11. Presentation Identifier.11Information Classification as NeededFor Visa Internal Use Only 11Ergonomics at Visa | 01 December 2005
Understand the Customer
What is our vision for the program?
• So what is ergonomics?
• What is ergonomics in the eyes of the employees?
What are employee needs with regard to ergo?
• Injury-free work environment
• Productive work environment
• Timely and efficient process for evaluations
• Fast supply of recommended products

12. Presentation Identifier.12Information Classification as NeededFor Visa Internal Use Only 12Ergonomics at Visa | 01 December 2005
Understand the Customer
What are Visa’s needs?
• Injury-free work environment
• Productive work environment
• Fewer claims and lower cost of claims
• Fewer severe claims
• Legal compliance
• Ergonomics process that addresses both physical and
behavioral issues
• Higher employee satisfaction per dollar spent

13. Presentation Identifier.13Information Classification as NeededFor Visa Internal Use Only 13Ergonomics at Visa | 01 December 2005
Vision
To create an injury-free work
environment where employees
are empowered to resolve
ergonomic issues independently

14. Presentation Identifier.14Information Classification as NeededFor Visa Internal Use Only 14Ergonomics at Visa | 01 December 2005
Mission
We will create this environment
by using best-in-class
technology and practices to
deliver timely, efficient and cost-
effective ergonomics solutions

15. Presentation Identifier.15Information Classification as NeededFor Visa Internal Use Only 15Ergonomics at Visa | 01 December 2005
Build the Team
Four pillars of the ergo program
• The Office Ergonomics Suite
• Facilities
• Procurement
• Safety

16. Presentation Identifier.16Information Classification as NeededFor Visa Internal Use Only 16Ergonomics at Visa | 01 December 2005
Build the Team
The Office Ergonomics Suite
• Web-based assessment and training
• Multimedia
• Follow-up e-mail with risk rating and recommendations
• Readily accessible
• Tailored to employees’ needs
• Strong reporting function
• 30-day follow-up e-mail
• Process for all of our US sites

17. Presentation Identifier.17Information Classification as NeededFor Visa Internal Use Only 17Ergonomics at Visa | 01 December 2005
Build the Team
Web-based assessment and training

18. Presentation Identifier.18Information Classification as NeededFor Visa Internal Use Only 18Ergonomics at Visa | 01 December 2005
Build the Team

19. Presentation Identifier.19Information Classification as NeededFor Visa Internal Use Only 19Ergonomics at Visa | 01 December 2005
Build the Team
E-mail follow up

20. Presentation Identifier.20Information Classification as NeededFor Visa Internal Use Only 20Ergonomics at Visa | 01 December 2005
Build the Team
Facilities
• Furniture modifications
• Equipment installations
• Office moves
• Design and build
• New product reviews

21. Presentation Identifier.21Information Classification as NeededFor Visa Internal Use Only 21Ergonomics at Visa | 01 December 2005
Build the Team
Procurement
• On-line purchasing system
• Link from The OES to Ariba
• Supplier selection
• Pricing negotiations
• New product reviews

22. Presentation Identifier.22Information Classification as NeededFor Visa Internal Use Only 22Ergonomics at Visa | 01 December 2005
Build the Team
Safety
• Blended solution – still offer one on one help
• Close to 80 / 20
• Call back for all medium and high-risk employees
• Direct employees to resolution
• Clarify issues with employees
• Track overall program performance

23. Presentation Identifier.23Information Classification as NeededFor Visa Internal Use Only 23Ergonomics at Visa | 01 December 2005
Deliver Results
On a number of levels
• Program metrics
• Employee satisfaction
• Value of OES

24. Presentation Identifier.24Information Classification as NeededFor Visa Internal Use Only 24Ergonomics at Visa | 01 December 2005
Deliver Results
Program Metrics
• It’s not about rates – it’s about dollars!!
• Participation
– Sell the program as a benefit not a requirement
– Goal of 50% by end of FY05
• Risk Reduction
– 90% of high-risk employees to moderate or low risk
– OES will help track
• Cost of Claims
– 10% reduction in ergo-related claims

25. Presentation Identifier.25Information Classification as NeededFor Visa Internal Use Only 25Ergonomics at Visa | 01 December 2005
Deliver Results
OES Participation
0
10
20
30
40
50
60
70
Q1 04 Q2 04 Q3 04 Q4 04 Q1 05 Q2 05 Q3 05 Q4 05
%Participation
Stretch Goal
Target
Actual

26. Presentation Identifier.26Information Classification as NeededFor Visa Internal Use Only 26Ergonomics at Visa | 01 December 2005
Deliver Results
Risk Reduction
• Achieved a 91% reduction in high risk to low or moderate – total
of 389 employees
• What percentage of these 389 would have developed an injury?
• How does OES help track this?

27. Presentation Identifier.27Information Classification as NeededFor Visa Internal Use Only 27Ergonomics at Visa | 01 December 2005
Deliver Results
Who are our highest priorities?

28. Presentation Identifier.28Information Classification as NeededFor Visa Internal Use Only 28Ergonomics at Visa | 01 December 2005
Deliver Results
What difference do we make?

29. Presentation Identifier.29Information Classification as NeededFor Visa Internal Use Only 29Ergonomics at Visa | 01 December 2005
Deliver Results

30. Presentation Identifier.30Information Classification as NeededFor Visa Internal Use Only 30Ergonomics at Visa | 01 December 2005
Deliver Results
Cost of Claims
• Overall cost of ergo-related claims has dropped by 43% since
program restructuring

31. Presentation Identifier.31Information Classification as NeededFor Visa Internal Use Only 31Ergonomics at Visa | 01 December 2005
$0
$200,000
$400,000
$600,000
$800,000
$1,000,000
'00-'01 '01-'02 '02-'03 '03-'04 '04-'05 '05-'06
OES
Participation
Total Claims Costs Improvement
Deliver Results

32. Presentation Identifier.32Information Classification as NeededFor Visa Internal Use Only 32Ergonomics at Visa | 01 December 2005
Deliver Results
Employee Satisfaction
Employees
who made
workstation
changes:
85%
Employees
who would
recommend
OES to a
colleague:
93%

33. Presentation Identifier.33Information Classification as NeededFor Visa Internal Use Only 33Ergonomics at Visa | 01 December 2005
Deliver Results
Employee Satisfaction
Employees
who say they
will work
more
comfortably:
91% 97%
Employees
who stated
OES was
user-friendly:

34. Presentation Identifier.34Information Classification as NeededFor Visa Internal Use Only 34Ergonomics at Visa | 01 December 2005
Deliver Results
Value of OES
• Reduce number of injuries
• Increase in behavioral awareness
• Better quality evaluation and fewer follow-ups
• Brings us into legal compliance
• Accessibility and repeatability
• Reduce cost of claims
• Using best available technology
– Winner of national ergonomics award:
Product most likely to improve profitability and
productivity.

35. Presentation Identifier.35Information Classification as NeededFor Visa Internal Use Only 35Ergonomics at Visa | 01 December 2005
Data Sources
Sources of Data
• OES
– Multiple levels
• High-risk employees
• Groupings by risk rating
• Groupings by risk type
• Information from insurance
• Information from your HR Dept.

36. Presentation Identifier.36Information Classification as NeededFor Visa Internal Use Only 36Ergonomics at Visa | 01 December 2005
Next Steps
Active outreach to regional sites
Focus on employee follow up within OES
Partner with Remedy Interactive to make messaging look, tone
and feel compliant
Continued focus on identifying high-risk employees
Input on new furniture selection

37. For Visa Internal Use Only
Q & A

38. For Visa Internal Use Only
Thank you