Creating Value Through People

Practical guidance on how to empower people to do their best.

Filled with stories by and fascinating interviews with human capital innovators, Making a Difference Through People provides practical guidance on how to empower people to deliver their best performance by employing their guiding principles. Offering relevant strategies and tactics, each interview is preceded by an introduction that provides a biographical recap and a brief discussion of each innovator.

Mercer is the global leader for trusted HR and related financial advice, products and services. They work with clients at enhancing the financial and retirement security, health, productivity and employment relationships of the global workforce. M. Michele Burns is Chairman and Chief Executive Officer of Mercer Prior to being named Chairman and CEO of Mercer, Ms. Burns held the position of Chief Financial Officer for MMC.

About the Authors ix

Acknowledgments xi

Foreword 1

Chapter 1 Mike Abrashoff 5
Former Comander, USS Benfold (Retired U.S. Navy)

Chapter 2 Jan Fields 23
Executive Vice President and Chief Operating Officer, McDonald’s Corporation

Chapter 3 Dr. Victor Fung 35
Group Chairman of the Li & Fung Group of Companies

Chapter 4 Anne Ruddy 45
Executive Director, WorldatWork

Chapter 5 Dr. Richard Boyatzis 59
Professor, Weatherhead School of Management, Case Western Reserve University

Chapter 6 Robert Joy 71
Former Senior Vice President, Human Resources, Colgate-Palmolive Professor, Executive Masters in Human Resource Leadership Program, Rutgers University

Chapter 7 Joel I. Klein 83
Chancellor of the New York City Department of Education

Chapter 8 John Tyson 107
Chairman, Tyson Foods

Chapter 9 Tom Kelley 121
Chief Executive Officer, IDEO

Chapter 10 Simon F. Cooper 139
President, Chief Operating Officer, The Ritz-Carlton Hotel Company, LLC

Chapter 11 Henri A. Termeer 157
Chairman, President, and CEO of Genzyme Corp

Chapter 12 Gordon Bethune 179
Former Chairman and CEO, Continental Airlines

Chapter 13 Linda A. Hill 191
Wallace Brett Donham Professor of Business Administration, Harvard Business School

Chapter 14 Billy Beane 199
Vice President and General Manager, Oakland Athletics Baseball Team

Chapter 15 Micky Arison 207
Chairman, CEO, Carnival Corporation

Chapter 16 Linda Smith 213
Founder, President and Chief Executive Officer, Four-D College

Chapter 17 Ilene H. Lang 223
President and CEO, Catalyst

Chapter 18 Ron Sargent 235
CEO of Staples, Inc.

Chapter 19 Jerry (Yoram) Wind 253
The Lauder Professor, The Wharton School Founder, Wharton School Publishing

Chapter 20 Howard Behar 265
Former President, Starbucks North America Former President, Starbucks International Member, Starbucks Board of Directors

"Produced by Mercer, this text contains interviews of 20 human capital innovators from diverse backgrounds, including CEOs of Fortune 500 companies." (Book News, May 2009) Mercer is the global leader for trusted HR and related financial advice, products and services. They work with clients at enhancing the financial and retirement security, health, productivity and employment relationships of the global workforce.

Creating Value through PEOPLE DISCUSSIONS WITH TALENT LEADERS

What makes people want to perform to the best of their abilities? How can your firm evaluate the effectiveness of its human capital strategies and its human resources programs? Creating Value Through People: Discussions with Talent Leaders contains unique stories through interviews with human capital innovators from diverse backgrounds, many told for the first time.

These innovators have been selected for their singular views and perspectives on inspiring, encouraging, and leading people to do their best, both in and outside of the workplace.

Each of the twenty interviews in this user-friendly book captures the spirit and the substance of people whose insight and actions have helped raise the bar in defining what people can accomplish. Indeed, you'll find diverse, compelling views on a variety of topics that include:

• Managing and rewarding talent
• Keeping teams engaged and workers focused
• Creating tools to ensure retention of your best talent
• Transforming underperforming teams into world-beaters

Providing a wealth of hands-on, practical experience, this powerful book provides your organization with the tools, facts, and know-how to empower people to deliver their best performance. Representing the research Mercer is undertaking with regard to talent innovators and talent innovation, Creating Value Through People will motivate you to perform at your best and to focus your efforts in ways that create measurable value.

MERCER is a leading global provider of consulting, outsourcing and investment services, with more than 25,000 clients worldwide. Mercer consultants help clients design and manage health, retirement and other benefits and optimize human capital. The firm also provides customized administration, technology and total benefit outsourcing solutions. Mercer's investment services include global leadership in investment consulting and multi-manager investment management. Mercer's global network of 18,000 employees, based in more than 40 countries, ensures integrated, worldwide solutions. Our consultants work with clients to develop solutions that address global and country-specific challenges and opportunities. Mercer is experienced in assisting both major and growing, mid-size companies. For further information, visit www.mercer.com.