BUSINESS TRANSFORMATION

Alex Moral, Senior VP of Trustmark Voluntary Benefit Solutions

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-sumcancer policy

• Past, present & future: Personal | Flexible | Trusted

Trustmark Voluntary Revenue

2006 2007 2008 2009 2010 2011 20120

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Business Transformation

“If it ain’t broke, don’t fix it.”

- Widely attributed to T. Bert (Thomas Bertram) Lancethe Director of the Office of Management andbudget 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

Tools

Business Transformation

Business Transformation - Tools

• Metrics

• GE• Amex

Process

Business Transformation

Business Transformation - Process

• Process improvement

• Voice of the customer

• GE• Motorola• Apple• Enterprise

People

Business Transformation

Business Transformation - People

• Workforce planning• People equity

survey and The Leadership Challenge

• Starbucks• American

Red Cross• Intel• Johnson &

Johnson• Jack-in-the-Box

ImproveCustomer

Engagement

Business Transformation

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