ECO Mag-A-Zine: Edition #2, March 2024

Contents Achievements

• Happy Anniversary 3M Philippines

• Enhancing Global Channel Services with Service Metrics Dashboard

• GSC Costa Rica – Americas Payments Team

• SAP USAC Improvements

• Workshop Customer Facing OTC Latam

• Americas Lean Certifications

• MTO: Successful Global GDPT Launch 2023!

• Pricing well represented

• Insights, Priorities, and Strategies

Unveiled in C-F EMEA Q1 Townhall!

• GCA CBG Dispute Process & Reporting Optimization

• ANZ Open Backlog Complaint Cases

• ECO Compliance Evolution Video

• GPH Brand Catalog Migration

Success Story

• Introducing the Enhanced Global Marketing Automation Briefing App

Learning & Development

• Tech Tip of the Month

• Unlocking Virtual Collaboration: Microsoft Whiteboard Takes Center Stage

Wellness

• Stop Cramming! Start Creating!

• Where is your life imbalanced?

• 5 Tips for Creating Balance

• Are you mindless or mindful?

• Unlocking virtual fun to o

• Microsoft Teams Game for Work

• Burnout Blueprint

• Qigong Meditation

• Tips to avoid work stress and burnout

Message from Amy McLauglin:

Dear ECO team, I hope this message finds you well.

As my time with ECO comes to an end, I wanted to take a moment to express my heartfelt gratitude for all that this organization has delivered. It has been an incredible journey, and I am truly honored to have been part of such an amazing team.Throughout my tenure here, I have witnessed firsthand the unwavering commitment and dedication of each and every member of this organization.

The focus this team has on helping our customers, supporting each other and embracing change is truly impressive.

Together, we have made significant improvements in our cost and cash goals while also delivering on our customer and operational KPI’s.

We have also made great progress on our journey towards a World Class Customer Operations organization focused on the customer and powered by our people. This is a testament to the collective efforts and expertise of our talented workforce.

I encourage you to continue to embrace technology as a catalyst for growth and innovation, enabling us to better understand and cater to the evolving needs of our customers. By leveraging cutting-edge solutions, we will continue to deliver exceptional value and build lasting relationships.

As I embark on a new chapter, I am confident that ECO will continue to thrive and achieve even greater heights.

The passion, talent, and dedication that I have witnessed within this organization are unparalleled, and I have no doubt that the future holds immense success and prosperity.

Once again, I extend my deepest gratitude to each and every member of this organization for their invaluable contributions. It has been an honor to work alongside such exceptional individuals. I wish you all continued success and fulfillment in your future endeavors.

With warm regards,

Amy

Get to Know Marek Gawłowicz :

Tell us about your family, who you live with

Where are you based/live?

I live in Wroclaw, Poland and work mostly from home and from GSC Poland location.

How long have you worked for 3M?

I’m working for 3M for 8 years. I started in 2016 as part of Source to Pay and extended my area of responsibility for ICO, FTS and LEX throughout the years. December 2022 I joined ECO organization and have a pleasure to lead Global Accounts Payable team.

What have you felt most proud of accomplishing?

In 2012 working for my previous employer I was selected to represent the company during Olympic Games in London. I spend 8 weeks acting as Shipping Supervisor in Olympic Village and had a chance to meet famous athletes. For someone who is a big sport fan it was a remarkable experience.

What is your hidden talent?

As a teenager I used to learn to juggle a soccer ball. My record was over 2400 juggles.

I live with my wonderful family – my wife Justyna and my little daughter Rozalia (1,5y old).

What things do you enjoy doing in your spare time?

I really enjoy spending my spare time with family, which takes almost 100% of my free time. Additionally I play regularly soccer (once a week) and enjoy reading books.

a child. Nowadays – since I visited Costa Rica already 3 times – I changed my mind and would prefer summer time there. Really nice place to live!

If money was no issue at all, what would you buy?

What is your favorite place to visit and why?

My favorite place to visit is Malta. I’ve been there a few times already and I’m always delighted with the beauty of the country. I plan to go there soon again (with my daughter for the first time).

Would you Rather – winter or summer for the rest of your life and why?

It depends on when you would ask this question. In the past I would say – winter. The place where I live is very close to the mountains and I spent there each winter break when I was

Around the world trip with family & friends.

Please share with us your favorite joke.

I do not have a favorite joke. There are too many to share. ��

Meet our People

Carmen Greider

C.I Specialist CF EMEA Country Lead Austria.

I joined 3M in 2005 and spent time in Sales & Marketing positions in Oral Care, helped building up the Inside Sales Organisation and moved to a Black Belt position afterwards (now Continuous Improvement). Since 2021 I am Country Lead for Austria in addition. I am married and my son will turn 19 (how did this happen?!) soon. I am living in the south of Vienna.

Things I love

• Spending time with my family

• Travelling & reading

A fun fact

I am shortsighted – without my contact lenses I am almost blind.

A Quote that represents you:

”When nothing goes right, go left!”

Alfredo Cigliutti

Latam CIR Leader.

I almost have 20 years learning in 3M, and since 2020 I enjoyed this CIR position that has really made me grow as a professional and developing my emotional intelligence.

I am married with Agustina and we have 2 daughters, Milagros (13) and Martina (10). Martina loves go to the office in “3M Mini Days” .

Things I love

• Biking

• Camping life

A fun fact

When I was in treasury, I always said that I would never like to be in the collections area.

A Quote that represents you:

“Do it yourself spirit”

Emily Fallas Porras

GCS E2E Process Lead.

I’ve been at 3M for 4 and a half years and I’ve had mainly customer service related roles. I live in Heredia, Costa Rica with my husband and our dog. I also love doing volunteer work and currently I’m part of a volunteer program for girls at social risk. Meet our people

Things I love

• Traveling

• Spending time at the beach

A fun fact

I have a big fear of geckos and lizards

A Quote that represents you:

“There is no joy without gratitude”

Allison McGhee

Director, Americas Digital Marketing Ops.

I have been with 3M for 29 years in various sales leadership positions within CBG and TEBG and operational positions within ECO.

I am married with two grown sons, one living in Iowa, the other in Ontario Canada, and my husband and I live in the Tampa Bay region of Florida.

Grace Choo

Director Asia Customer Service.

I am happily married with three wonderful children and a 13 year old dog. I have been a part of the 3M family since 1993, starting my journey as a marketer in the Traffic Safety Division. Throughout my career, I have had the privilege of gaining valuable experiences in various areas such as strategy, brand and communication, marketing excellence, business services operations, and enterprise customer operations.

Things I love

• Running

• Reading

A fun fact

I run 6 days out of 7 which adds up to a marathon each and every week

A Quote that represents you: “Be true to yourself”

Things I love

• Exploring different cuisines

• Passionate about people and thrive on building strong relationship

A fun fact

I was in the fashion industry before joining 3M.

A Quote that represents you: “I am because we are”

Oscar Vargas Process Improvement PMO.

Live in Costa Rica, married for 3 years and have a wonderful daughter close to a year by now. Love family time, play guitar and watch movies, specially sci-fi or thrillers. Like running, calisthenics and martial arts.

Haydee Casapao

APAC Market to Order Leader.

Hi, ECO Team! I have been with 3M for 26 wonderful years, starting as a marketing intern in SIBG. After college, I officially joined the company and since then had the opportunity to hold various, sales, marketing and operations roles. I live in Metro Manila and is currently based in GSC Philippines.

Terri Peterson

Things I love

• Family

Customer Enabling

• Music

A fun fact

Used to play and studied chess during school

A Quote that represents you: “If there is a will, there’s a way”

Things I love

MTO

• Never a day without coffee

• Learning different culture while travelling

A fun fact

I enjoy looking for new products to try when I shop in supermarket.

A Quote that represents you: When things seem imposible for me I always remember to ask:

“Ask and you shall receive. Seek and you shall find. Knock and it shall be opened unto you.”

Things I love

MTDE

Marketing Technology Director / ECO MTDE Digital Capabilities.

I am a Digital CX Leader with a passion in transforming our digital capabilities to be customer-centric by making customer-centricity the how we design, operate with speed, measure and think.

I am married with two adult sons, two daughtersin-law, one grandson and one granddog. I prefer to spend any free time on the water, fishing, kayaking, boating or floating.

• Fishing

• Kayaking

A fun fact

I live in Angle Inlet, MN which is the northernmost point of the US

A Quote that represents you: “Above all, try something”

Achievements

Achievements

Happy Anniversary 3M Philippines

The 26th subsidiary of 3M started out as a five-man team in the Philippines straight out of a small room in a plush hotel in Manila on February 1964. From that five-man team, 3M Philippines has emerged as a robust distribution network throughout the country. At present, the main office is located at the Fort Bonifacio, Taguig City where it houses its hardworking and passionate workforce.

On February 20th, 3M Philippines celebrated its 60th Anniversary with a special event. Our ECO Customer Service Team in 3M Philippines, together with the business groups and the other functional teams, were present to commemorate this milestone event with good food, wonderful music, and of course, great company!.

Enhancing Global Channel Services with Service Metrics Dashboard

Say hello to the game-changer in business operations - the Global Channel Services - Service Metrics Dashboard!

This tool provides real-time visibility into crucial metrics like On-Time-In-Full (OTIF) and Backlog, empowering businesses to make data-driven decisions and enhance service quality. No more guesswork!.

The benefits of this innovative solution are immense. it enhances BGs’ understanding and perception of the service provided by GCS among many others.

It offers real-time insights and empowers businesses to make informed decisions.

GSC Costa Rica – Americas Payments Team

The GSC Costa Rica - Americas Payments Team has been engaged in a Service Catalog re-launch, standardizing activities and splitting the scope by businesses for improved accuracy in RCM (Revenue Cycle Management).

The exercise began on February 19th, with results expected to be checked by the end of March. Additionally, the team has successfully completed 18 external audits for C&C, PanPac SoCo, and Andina in LATAM. Exciting upcoming changes include new scope additions and transitions, such as Puerto Rico Payments, Brazil Foreign Payments, and SpinCo transitions.

The team has also received recognition, with two members receiving the Most Valuable Person award and positive feedback for the AP Team.

Click here to learn more

SAP USAC Improvements

The SAP USAC team successfully addressed the growing backlog of invoices and Salesforce cases, leading to reduced escalations to senior leadership. Through hands-on troubleshooting and cross-functional collaboration, they leveraged lean and root cause analysis to prevent reoccurrence. By meeting with customers and understanding their problems, the team drove improvements and made data-driven decisions. They created new SLAs to prioritize workload and stopped performing low-value tasks. As a result, the team achieved their best-ever performance and sustained it for three months and counting.

Click here to find further information

Americas

OWorkshop Customer Facing OTC Latam

n the first week of February, the OTC team held a Workshop to discuss the strategic planning for 2024 in Costa Rica, with the purpose of identifying the main challenges for the year and build a great plan. During the entire week, the team had the opportunity to connect to each other, share ideas and experiences, as to listen to all Global Process leaders and Commercial Center Leader to guarantee alignment with global and business team.

Besides all great discussions and insights of this workshop, the team now have all the priorities established for the year to seek for the area objective, among the energy shared in so many “Moments that Matters”.

Click here to check the pictures of the event

Americas Lean Certifications

Last year all processes in OTC LATAM engaged in a series of Lean Office Certifications with the purpose of Creating a culture of CONTINUOUS IMPROVEMENT in which all employees work actively to improve business performance.

The Certifications were divided in 3 Gates, with multiple benefits such as Help Chain definition, Increase productivity, and less waste and variation among others.

Successful Global GDPT Launch 2023!

GDPT (Global Deviated Price Tool) is a daily deal price request app used by SAP Deployed Countries.

Sales teams can request a deal price and track approvals in real time via mobile device, laptop.

Portfolio teams can approve requests and check %CGM, ASP, MSP via mobile device, laptop.

MTO teams can quickly update Vendavo using standardized SF case and template.

Pricing well represented

We are thrilled to highlight the outstanding participation of our very own Joana Gomez, Pricing Supervisor, at the recent quarterly Connection Forum in Mexico.

During her speech, Joana shared her visionary insights on how our daily activities align with the new company vision. She emphasized the importance of making what is indispensable to empower modern life, advance human progress, and deliver a brighter future through 3M Science.

Join us in celebrating Joana’s leadership and valuable contributions to our company’s vision and strategy. Her inspiring speech showcased our commitment to excellence.

CF EMEA

TInsights, Priorities, and Strategies

Unveiled in Q1 Townhall!

he Q1 2024 CF EMEA Townhall, held on February 28, witnessed an impressive turnout of over 300 team members. During the townhall, the CF EMEA Leadership Team highlighted key priorities and programs, emphasizing strategic focus areas.

Guest speakers, the EMEA BG Commercial Center Leaders, shared valuable insights and provided updates on the latest strategies within the Business Group (BG). This townhall served as a platform for collaboration, knowledge sharing, and alignment towards achieving organizational goals.

Check the recording here!

Our Global Digital Compliance Manager, Brittany Smith, tells us about 3M’s commitment to accessibility and consider it a factor in every decision related to our digital properties, whether it be a website, social media site, mobile app or digital asset.

See the video here!

GCA CBG Dispute Process & Reporting Optimization APAC

CBG customer voice was heard in Nov 2023, complaining AR reconciliation discrepancy impacted by long unresolved dispute cases, which caused bad customer experience.

After we deep dive the case with BG and MTO team, we noticed that existing dispute process unclear enough, which leads to unstable dispute cycle time .

To make sure dispute issue is timely followed, thoroughly investigated and clearly classified. We started from TW SAP model first to fully alignment with global standardized dispute coding process and work with IT to replicate to CHK Legacy System Countries in Jan, 2024

Key Benefits:

• Streamline CHK internal dispute coding process aligning with global SAP framework, make sure process is complete and compliance.

• Improve customer experience to help customer minimize potential overdue risk due to unclear Disputes.

• Build solid process base to have opportunity of reducing 0.5-1day Dispute Leadtime.

• Standardized reporting to enhance data analysis

Project Team Core Members:

Renint Yuan

Erin Jin

Evelyn Du

ANZ Open Backlog Complaint Cases

• ANZ complaint case backlog –average 1300 cases weekly in Q2 2023

- high volume inflow of cases.

- CIR team are behind queue by 4 weeks.

• Expanded support from Asia & GSC team to identify the best way to distribute the cases. Leveraging on tableau & SFDC dashboard to re-prioritize resource to clear the queue. Continuous improvement to streamline the collaboration among country & the support team. ( Quality team & Logistic team)

• Timeline: Started June’23 – Dec ’23

• Results:

- Improved from average 1300 cases per week in Q2 2023 to 500 cases in Dec’23. Back to baseline compared to year 2022.

- Improved Cycle Time from 25.8 days in Q2 2023 to 16.1 days.

Project Team Core Members:

Kee Ing Diong (Asia)

Diette Yoshioka ( ANZ)

Melinda De Zwart (ANZ)

Luis Aquino (GSC)

MTDE

DGPH Brand Catalog Migration

iscover the remarkable success of our recent GPH Brand Catalog migration project. In just six weeks, we migrated 381 catalogs to our new tech stack, resulting in improved page load times, increased content uniqueness, and enhanced user-friendliness. With a carefully planned redirect strategy, we preserved most of our visits during the migration. Our SEO efforts have paid off, with an 8% increase in organic traffic post-migration. Read the full article to learn more about this incredible achievement.

Click below to read the full article and explore the details of our GPH Brand Catalog migration success. Discover how our team’s hard work, innovation, and collaboration led to remarkable outcomes and find out about the next steps to sustain our momentum.

MTDE

Introducing the Enhanced Global Marketing Automation Briefing App

The Global Marketing Automation Briefing App is the central PowerApps solution within the Digital Operations all-new Global Marketing Automation HUB.

On February 12th, the Global Marketing Automation Briefing App was launched for all Marketing Automation Project briefs which can now be effortlessly completed and submitted using the enhanced App.

Here’s why you’ll love it:

• Streamlined Experience: It is now easier and faster to use compared to the previous Excel briefing templates.

• Seamless Collaboration: Enjoy the convenience of easy sharing and collaboration on MA project briefs.

• Available Now: The app is ready for immediate use.

The new Global Marketing Automation Briefing App can be accessed through the Global Marketing Automation HUB. Additionally, the Global MA Hub offers quick links to the following resources:

1. MA Briefing Short Training Videos

2. MA Briefing App Instruction Guide

3. MA Knowledge Hub

4. MA SLA Calculator

5. MA Segment Selector

6. MA Business Review Checklist (BRC) and other helpful resources!

Please bookmark the following new links:

- http://go.3M.com/Global-MA-Hub

- http://go.3m.com/Global-MA-Briefing

Important points to note:

• The Workfront request input form for Marketing Automation - MA Project (General) has been updated with the link to the new App.

• The previous Excel briefing workbook templates have been modified to redirect users to the new App.

• Marketing Automation requests submitted to Workfront after the end of February will not be accepted if the previous Excel briefing workbook template is used.

For more information on this App, please contact Stephen Rodway, Digital Operations Marketing Automation Optimization Leader, Worldwide (srodway@mmm.com).

Learning & Development

Development

Tech Tip of the Month

Engage your team with M.S Teams

Express yourself like never before with Avatars for Microsoft Teams. Customize your unique avatar to showcase your style and personality in virtual meetings. From wearing your favorite outfit to animated gestures like applauding or waving, make every Teams interaction exciting.

The 1 Digitization team created a MS Teams Avatar Instructional Document that you can follow to create your own.

Check the Tech Tip video of this month for more insight on what is possible to do with the M.S Avatars.

Click to watch the video

Unlocking Virtual Collaboration: Microsoft Whiteboard Takes Center Stage

In a recent learning session led by Genesys Works high school intern Hideaki Lee, the power of Microsoft Whiteboard was unveiled to nearly 200 3Mers. This virtual collaboration tool promises to revolutionize the way teams work together, both within and outside of meetings.

Missed the session? Don’t worry! The recording of the informative session is available below. But that’s not all – make sure to join the Tech Tips! Viva Engage community for more valuable insights.

Microsoft Whiteboard offers various ways to access its features. To open the web app, simply click on the “App Launcher” (resembling a waffle) in the top left corner of 3M Go. From there, select Whiteboard. If you can’t find it, click on “Explore all your apps” and search for Whiteboard.

Alternatively, you can access the web app directly at https://whiteboard.office.com/.

Watch the recording here

Learning & Development

Unlocking virtual fun too 2024

Here you can find four free tools that your team can use to engage in a virtual environment:

Kahoot! Songlio

A popular game-based learning platform that allows you to create and play interactive quizzes, surveys, and challenges.

Among us

A free free mobile game the team can play while resolving challenges to try to find out an impostor.

Teams Games for work feature

Discover the power of playing games with your coworkers to build trust, foster relationships, and improve team morale.

According to a study by Brigham Young University, teams that played short video games together were 20% more productive than those who engaged in traditional team-building activities.

Free musical guessing game: race friends to name that tune!

A free online multiplayer drawing and guessing game where players take turns drawing a word while others try to guess it.

Introducing the Games for Work app by Microsoft Casual Games, where you can easily add games to your Microsoft Teams meetings. Choose from favorites like IceBreakers, Minesweeper, Wordament, and Solitaire, each emphasizing a different element of team building. With over 3 billion people playing games worldwide, let the Games for Work app inspire productivity and connections in your workplace.

Follow this link to Install gaming in your meeting

As supervisors

,

it is important to take time to engage with your employees and address their questions, comments, or concerns.

Here, you will find information on 3M’s Engagement Framework, the day-to-day engagement behaviors for supervisors and action planning framework.

Gartic

Wellness

The following resourses have been found useful by some of our colleagues. Therefore, we are sharing to everyone incase you find something that helps you in your daily life.

Stop Cramming! Start Creating!

Webinar 45 mins.

Before the busy year gets the best of you uncover the secret to creating lasting work/life balance and stamping out burnout. Tune in to learn the framework that will lead you to a more intentional, aligned and energised life.

Watch the video here!

Learn more here!

Where is your life imbalanced?

Quiz D

o you need to connect to the earth, other people, your body or your mind?

Take the quiz to find out how you score in each area and where you need practices to help you regain balance.

Take the quiz here!

5 Tips for Creating Balance

Article B

alance looks different for everyone and that’s ok! Here are five ways to set the ground rules and find yours this year.

Read the article

Are you mindless or mindful? Quiz

Are you sick of ruminating over the same thoughts? Get out of your head and into this month’s quiz and break free from unhelpful thoughts through the use of mindfulness techniques.

Take the quiz here!

Burnout Blueprint Article

Learn the Signs of Burnout before they hit! Looking to stamp out feelings of overwhelm? From ways to navigate technology to tips on multitasking, this explainer will show you the way!

Read the article here!

Qigong Meditation Video

17 minutes

Enjoy the Meditation class recording.

See the video here!

Tips to avoid work stress and burnout

It’s common to occasionally have a stressful day at work but stress over a period of time can lead to burnout. Research has shown that workers who are exposed to risk factors of emotionally demanding work, low support and low control, are particularly susceptible to developing burnout. Here are some helpful tips:

• Set boundaries - Try separate work and leisure time. Set rules so you can detach mentally from work.

• Review your workload - If your work is making you feel overwhelmed, unhappy, and exhausted. Seek support and help with your manager to make your work manageable and enjoyable.

• Take breaks and relax - It’s easy to work through the day to get the job done but it’s important you take a break to stretch your muscles, eat and re-focus your mind.

• Talk to somebody - If you let something that’s bothering you at work fester, it may only make it worse.

• Practice mindfulness - Activities like yoga, tai chi or mindfulness, can be helpful to clear your mind, reduce stress and help you to remain calm.

• Avoid unhealthy habits - Don’t rely on alcohol, smoking and caffeine as your ways of coping. They won’t solve your problems; they’ll just create new ones.

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