The Client and Its Challenge
A large international company providing aircraft services, including fueling and baggage handling, for corporate aviation customers and commercial airlines, faced rising workers' compensation costs and increased accidental damages to customer aircraft. With more than 10,000 employees and over 100 sites worldwide, the company was concerned about the resulting negative impact on the company's profitability and customer satisfaction. Additionally, the cost of aviation insurance and difficulty obtaining the desired coverage limits had become a significant cost factor.

The Risk Consulting Solution
The client retained Marsh's Behavioral Services consultants to implement a behavior-based, three-year strategic Behavioral Risk Improvement (BRI) safety program for the company. BRI uses a proactive, team-based approach to improving safety and operational performance that involves employees and managers from across the organization. The process relies on measurement and positive reinforcement with peer-to-peer interaction and visible management support.

As a first step, consultants evaluated existing safety processes and systems and reviewed the company's loss data; identified critical, safe, and at-risk behaviors; and observed work-related risk factors. Marsh consultants interviewed key stakeholders, including a cross-section of employees, and observed the workplace. Next, consultants prioritized safety management system improvements based on their projected return on investment.

Once Marsh had provided recommendations to senior management on how the behavioral safety management process fit with existing risk control programs, BRI was piloted at three of the client's locations, Newark, NJ, Baltimore, MD, and Orlando, FL, over a two-year period.

Results
Workers' compensation accident frequency decreased by 35 percent and accidental aircraft damage decreased 100 percent in first year of BRI implementation. Additionally, the company improved existing safety management procedures with the establishment of an employee-driven safety process.