The program has been designed to unify performance management methods within Marsh and its parent, Marsh & McLennan Companies (MMC), through consistent, simultaneous adoption of the 'Balanced Scorecard' concept.

The basis of the program is an e-learning course involving three hours of multimedia modules, assessments at the end of each module and a final assessment.

It teaches the basics of performance management, why it is important (for individuals and for the company), and how performance management is used to demonstrate and measure business goals (at both an individual and a corporate level).

Rolling out such a strategy worldwide required consistent communications and comprehensive training. Marsh recognised that a combination of e-learning and classroom learning would provide the most effective teaching vehicle.


The blended learning approach has delivered several key benefits:

Measurability:
The web-based e-learning program enables course directors easily to measure the take-up and completion rates of the performance management course. Comprehensive qualitative data can then be made available for compliance monitoring.

Raising the bar of the learning experience:
When employees come to participate in classroom learning, the e-learning course has already communicated the framework of the strategy. Classroom sessions can then be used to add extra value and enhanced understanding.

Flexibility
Employees can access the web-based course throughout the year, enabling them to fit their learning around their workload.

Cost-effectiveness
Studies indicate that e-learning delivers considerable cost benefits. A study of Marsh's training in Europe alone indicates that the cost of the e-learning program is equivalent to the cost of the tea and biscuits supplied as part of a traditional classroom course!

Timeliness
The project could be delivered to tight deadlines - less than three months from inception to delivery.

UK-based e-learning specialists Harlequin Training Solutions developed the e-learning program in partnership with Marsh's in-house e-learning managers. It was deployed using Marsh's chosen learning management system, KnowledgePlanet Learning. KnowledgePlanet Learning is AICC and SCORM compliant - and is used by leading organisations worldwide.


DETAILED CASE STUDY

World's leading risk and insurance services firm uses blend of e-learning and classroom training to educate 36,000 people worldwide

Marsh Inc, the world's leading risk and insurance firm, has recently completed the roll out of a blended learning programme to 36,000 people. The e-learning component, developed by UK-based e-learning specialists Harlequin Training Solutions, has facilitated the speedy adoption of the 'Balanced Scorecard' performance management system.

When Marsh was implementing a global strategy based on the 'Balanced Scorecard' performance management system, a key issue was how to provide consistent training to 36,000 employees in 100 countries in six languages.

The Balanced Scorecard concept, implemented in thousands of organisations worldwide, allows organisations to implement performance management strategies rapidly and effectively. Marsh's aim in adopting the Balanced Scorecard strategy was to unify performance management methods across the group of companies to which it belongs (Marsh & McLennan Companies, Inc.).

Essentially, balanced goals are set for the company and these then cascade down through the organisation to individuals. This means that everyone's goals are aligned to the organisation - and to those of other team members. The four key areas of balanced goals are: financial success, client satisfaction, efficient business processes and colleague capability. Historically, many organisations have focussed on just financial success. Marsh wanted a balanced focus on all of these areas to be the core of its business strategy.

Rolling out such a strategy worldwide needs consistent communications and comprehensive training. Marsh recognised this, and decided to use a blended learning programme (a mixture of e-learning and classroom training) as the teaching vehicle. Marsh believed that e-learning was an essential ingredient of such as programme - needed to enable the required level of consistency for such a large audience. It was also necessary to monitor people's progress - something which e-learning could easily facilitate.

And, while saving money was not a decision-making factor, cost studies indicated that the use of e-learning would have significant cost benefits: a Marsh study of training in Europe alone indicated that the e-learning part of the training was extremely cost-effective: the equivalent to the cost of the tea and biscuits supplied as part of a traditional classroom course!

Marsh commissioned a UK based e-learning company, Harlequin Training Solutions, to develop the e-learning programme. Harlequin's managing director, John Lawton, recalls: "The project had a fairly constrained timescale - less than three months. Also, because of the global nature of Marsh's business, the e-learning programme had to be delivered in six languages. We delivered the entire programme on schedule - including the translations."

The e-learning course comprises three hours' e-learning per person - a mixture of multimedia, developmental games, quizzes and a final assessment to provide each person with a pass or fail grade.

The e-learning teaches the basics of performance management, why it is important (to each person and to the company), how performance management is used to demonstrate and measure business goals (at an individual and a business level). It also teaches - in detail- the elements within the Balanced Scorecard, ensuring that all employees are focused on achieving goals which are directly aligned to the company strategy.

The e-learning was deployed using Marsh's chosen learning management system, KnowledgePlanet Learning. KnowledgePlanet Learning is AICC and SCORM compliant - and is used by leading organisations worldwide. KnowledgePlanet's customers include Barrel, Fidelity Investments, General Motors, Hershey Foods, Northwestern Mutual, The Prudential Insurance Company of America, and Zurich Financial. Harlequin was the first UK-based training provider to become a KnowledgePlant UK learning partner.

Dawn Griffiths, e-learning manager for Marsh Europe, was pleased with the selection of Harlequin. She said: "It was extremely important that we worked with someone who listened and understood what we were trying to achieve. Harlequin continually demonstrated a willingness to try new ideas and create 'out of the square' solutions when developing the e-learning programme - this resulted in a bespoke solution which challenged the learner, delivered the appropriate message and in all ways met our needs exactly. The programme has been extremely successful within Marsh - having completed its first phase it is now in its second year of deployment and has been constantly maintained by Harlequin to reflect the ever changing business climate and learner needs.