Alex Moral, Senior VP of
Trustmark Voluntary Benefit Solutions
BUSINESS TRANSFORMATION
100 Years of Experience
• 1913: Railroad workers taking care
of each other
• 1929: First non-railroad group
• 1990: Consolidated billing
• 1995-99: First VBS universal life with
long-term care policy & first lump-sum
cancer policy
• Past, present & future:
Personal | Flexible | Trusted
Trustmark Voluntary Revenue
300
250
200
150
100
50
0
2006
2007
2008
2009
2010
2011
2012
Business Transformation
“If it ain’t broke, don’t fix it.”
- Widely attributed to T. Bert (Thomas Bertram) Lance
the Director of the Office of Management and
budget in Jimmy Carter's 1977 administration
THE WORLD KEEPS
CHANGING!
Business transformation is a
change management
strategy to align the people,
process and technology
initiatives of a company
more closely with its business
strategy and vision.
Source: RapidBI - Business & Organizational Development tools,
training & services – Human Resources, OD & Leadership
Business Transformation
Business Transformation
Tools
Business Transformation - Tools
• Metrics
• GE
• Amex
Business Transformation
Process
Business Transformation - Process
• Process
improvement
• Voice of the
customer
•
•
•
•
GE
Motorola
Apple
Enterprise
Business Transformation
People
Business Transformation - People
• Workforce planning
• People equity
survey and
The Leadership
Challenge
• Starbucks
• American
Red Cross
• Intel
• Johnson &
Johnson
• Jack-in-the-Box
Business Transformation
Improve
Customer
Engagement
What does this mean?
• Experience and learning from
past 100 years
• Stay true to our value proposition
• Voice of the customer
Trustmark value proposition
• Best-in-class service
• Long-term relationships based on
bringing value
• Innovative solutions
VOICE OF THE CUSTOMER