ECO Mag-A-Zine: Edition #4, May 2024

Contents Achievements

• Service Automation 3.0: Designing SA 3.0 Functionality.

• CRMA Sales Manager Dashboard

• AP APAC and CODA: A Collaborative Success Story.

• CODA: Recency, Frequency, and Monetary Value.

• Americas: Bridging The Gap Enhancing Customer Service and Organizational Interaction.

• ECO Accelerators.

• MTO: Celebrating the Launch of the Global MTO KPI Dashboard!

• 3M Ethics & Compliance Living the Code Recognition winners (Q1 2024).

• CF EMEA: Power Hour with AmyWLF.

• APAC: JP Sales Service Center (SSC)Advance Sustainability.

• MTDE: Data Privacy and Consent: Enhancing Digital Marketing.

Learning & Development

• Tech tip of the month: Translate Yammer (Viva Engage) posts.

• Unleash Creativity with Morph Transition in PowerPoint.

• “Read Aloud” Function in Microsoft Word, Edge, and Outlook E-mail.

Wellness

• 20 Nutrition Facts That Should Be Common Sense (But Aren’t).

• 3 rules for better work-life balance.

• 6 Strategies for Navigating Difficult Conversations at Work.

• Emotional Intelligence.

• A 12-Minute Meditation for Sitting With Uncomfortable Feelings.

• Unwinding Your Anxiety Habit Loop.

Message from our new SVP, Chris LeBlanc

Dear ECO team, I am super excited to be part of this great team and to lead one of the most important areas for the organization, the Enterprise Customer Operations for 3M!

I am humbled by the assignment and honored to have the chance to become the Leader for ECO. As some of you may know (those who have worked with me in the past), I will do my best to represent our organization and each one of you while we continue to evolve into one of the most exciting and dynamic teams in the company!

Here is a bit of background about me... I have spent 19 years with the company, starting in marketing and working across a variety of roles including sales, strategy, and various leadership positions in SIBG, TEBG, and CBG, most of them internationally.

In my free time, I like to explore opportunities myself, spending time traveling the world extensively with my wife Estela to discover different cultures and geographies. Some of my favorite travel experiences include remote destinations such as the North Pole (where we reached 88 degrees north), Antarctica, and Africa! I believe this innate curiosity led us south to Australia from Venezuela many years ago.

Over the last 2 years, we have been living in the US and we are still “working on” adapting to the change of weather from Sydney, Australia to Minnesota. We enjoy the Minnesotan way of life, love the dramatic change of seasons, and love exploring the north shore of the State.

Over the coming days and weeks, I will connect with the various Enterprise Customer Operations teams to start understanding our priorities, areas of concern, and most importantly, opportunities for the business unit. Feel free to reach out via email or phone if you would like to communicate any specific topics directly!

I am super excited to be part of this great team and looking forward to many successes in the future!

Warmest regards,

Chris

Get to Know Grace Choo :

Where are you based/live?

Singapore

How long have you worked for 3M?

I joined 3M in 1993. It has been a wonderful journey for past 30 years.

What have you felt most proud of accomplishing?

I am passionate about people and thrive on building strong relationship. I feel most proud and accomplished when I can make a positive impact on others. Contributing to the well-being of others, whether through volunteering, mentoring, or making a difference in someone’s life, is deeply fulfilling to me. It brings me great satisfaction to see my team members grow both professionally and personally.

Tell us about your family, who you live with I am happily married with three wonderful children and a 13 year old dog.

What things do you enjoy doing in your spare time?

In my spare time, I find great joy in exploring diverse countries, immersing myself in different cultures, connecting with people from various backgrounds, and savoring the unique cuisines each place has to offer. Additionally, I cherish nature walks with my family and my beloved dog.

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

Summer, I enjoy the brightness, warmth, and vibrant atmosphere with festivals and vacations, which adds to the joy and sense of togetherness.

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

What is your favorite place to visit and why?

What is your hidden talent?

I understand 5 languagesEnglish, Mandarin, Hokkien, Cantonese, Teochew.

My favorite place to visit is undoubtedly home. As the saying goes, “Home is where the heart is.” It is the place where I feel the most comfortable, loved, and at peace. Being surrounded by familiar faces, cherished memories, and the warmth of my loved ones makes it truly special. Home is not just a physical location, but a sanctuary that provides a sense of belonging and security.

If money was not a concern, one of the things I would prioritize is providing free education and mobile devices to underprivileged individuals, particularly women. I believe that education is a powerful tool that can empower individuals and uplift communities. Additionally, providing mobile devices can bridge the digital divide and enable connectivity, opening up a world of knowledge and resources.

Please share with us your favorite joke.

When it comes to local dishes, which one is the heaviest?

Wanton Mee (One Tonne Mee)

Meet our People

Aysegul Ozoral

CF EMEA Coms Lead

I have been with 3M for almost 12 years, navigating through various roles such as Marketing Manager, Business Services Leader, OCM and Corporate Communication Lead.

My passion for Marketing and Communications has been a driving force throughout my career journey.

Things I love

• Food food food

• Dogs dogs dogs

A fun fact

My birthday is on February 14th, which is also St. Valentine’s Day

A Quote that represents you:

”‘It is not the strongest or the most intelligent who will survive but those who can best manage change’ – Charles Darwin

Abraham Arias

USAC Sales Productivity Manager

I have been with the company for 20 years, starting at the Costa Rica Subsidiary as an Oral Care Field Sales Rep. I have been working at the GSC for the past 6 years.

Outside of work, I am happily married and have one daughter. I have a great appreciation for the outdoors, whether it’s relaxing at the beach, exploring the mountains, or simply enjoying the sun and breeze.

Things I love

• Spend time with my family

• Practice Basketball / MTB

A fun fact

I have had the opportunity to work in 14 different countries throughout my various roles at 3M.

A Quote that represents you:

“Be Happy, Be Bright, Be you”

Gloria Otarola Luna

GSC Supervisor

I’ve been at 3M for 5 and a half years. The first 2.5 as CSR and 3 years as supervisor, always inside of GCS. I live in Alajuela, Costa Rica with my husband and our daughter.

I have a degree in Customs Administration and International Trade and my work experience has been relating with logistics.

Christina Underwood EMEA Digital Operations Leader

I live in the UK, about 30 minutes drive away from the Bracknell office with my husband and 2 daughters, Georgie (8) and Myla (2). I joined 3M as a placement student in CBG and have worked in Marketing, Sales and Digital roles since then. I feel very lucky to work in Digital Operations as I get to work with some fantastic people in both our own team and the BG’s.

Lucy Cai GCA CIR Leader

I joined 3M in 2005 and based on Shanghai, China. Starting as a Planner in Supply Chain Team. 15+ Years Supply Chain Background, demand planning, supply planning, plus logistics experiences. From Y2018 started Customer Operation Journey.

Things I love

• Reading novels.

• Traveling.

A fun fact

I did ballet for 18 years during my childhood.

A Quote that represents you:

“You can’t be a better leader than you are as a person”

Things I love

• Visiting Family in Australia

• Outdoors with Family and Friends

A fun fact

I am a very proud Yorkshire Woman & if I meet you I will probably try to convince you to drink Yorkshire Tea

A Quote that represents you:

“In a world where you can be anything, be kind”

Things I love

• Traveling

• Tai Chi

A fun fact

My daughter always regards me as a fool when playing games and cards with family. Continuously No skill improvement. God, what happened?

A Quote that represents you:

“Tomorrow is a NEW Day!”

Maria Arias

Project Management Sr. Specialist

I am an Industrial Engineer, specialized in process analysis and project management. I am passionate of agility, continuous improvement, coaching, learning, teaching and training. I’ve been working as a 3Mer for 2 years. I am from Costa Rica, and I love nature and outdoor activities.

Joyce Hatch

Things I love

• Exercising

• Baking

A fun fact

Customer Enabling

I’m a night owl and an early bird at the same time.

A Quote that represents you: “Gaining knowledge is the first step to wisdom, sharing it is the first step to humanity”

Process Improvement Leader

I have enjoyed working at 3M for 9 years, with a focus on pricing, E2E process improvement and systems.

I live in Minnetonka MN and have two adult children, Melissa and Chris. My granddaughter Lucy was born in February, so I am now officially a grandmother!

Melissa Maier

DAM Product Owner, MTDE

Things I love

• Enjoying time w family & friends

• College Football

A fun fact

I used to conduct pit orchestras for local theatrical productions.

A Quote that represents you:

“Change is inevitable. Growth is optional”

I Grew up in San Jose California, with a degree in Art & Graphic Design. I’ve been in 3M for 12 years including CW time.

I enjoy long distance biking and doing rides such as: RAGBRAI (455 miles in a week) and 13 consecutive MN MS 150 rides (150 miles in 2 days).

Things I love

• Bicycling

• Gardening & being outdoors

A fun fact

Was in the Army National Guard for 7 years and was a great shot with the grenade launcher

A Quote that represents you: “Attitude is the minds paint brush, I can color any situation”

Special Announcemments

Dave Iverson to Retire

Message from Dave

Good day to everyone. By now you may have heard that I am retiring from 3M and moving on to the next stage in life with family and friends. I feel very blessed to have been part of 3M for almost 32 years. Who knows what all may be in store for my future, but I do have a long list of many things I wish to accomplish – I think that list will take me some time, and I am sure a few new opportunities may pop up as well. 3M has been great to me and to my family. I have had a wonderful career filled with challenge, opportunity, enrichment, fulfillment and most of all – time spent with many, many wonderful professionals and friends, all of you.

I want to thank each of you, truly, for teaching me, learning with me, and working hard with me to achieve the many amazing results together, as One Team. 3M is a great company and is destined for future success, delivering on our new vision through the amazing talent – all of you – that we have within this company.

I wish you all the very best, and remember…. “Work Hard and Be Nice”. Cheers!

Chuck Stobbie to Retire

Message from Chuck

As some of you may already know, I will be retiring from 3M at the end of this month. I want to take this opportunity to say goodbye and thank you for your support and collaboration over the years. It has been a pleasure and privilege serving 3M and ECO during my career. I am proud of what we have accomplished together and I am confident that you will continue to deliver outstanding customer experiences in the future.

ECO has a super important mission to be a leader in Customer Experience. You have the talent, the passion, and the vision to make it happen. I will be cheering for all of you on the sidelines in my retirement.

For my MTDE team, I want to say a special thank you for your hard work and dedication. You are an amazing group of marketers, technologists and innovators. We are in the golden age of marketing with the introduction of Generative AI. This is a once in a lifetime opportunity and I am confident you will seize it. You have the skills, the creativity, and the courage to transform how marketing gets done and how we serve our customers.

I will miss you all and I wish you all the best in your personal and professional endeavors.

Thank you for everything. You are the best team ever.

Fred Schiller to Vice President, Customer Enabling

Message from Fred:

As I bid farewell to my role as APAC ECO Customer Facing Leader, I reflect on quite an incredible journey we’ve shared, navigating through challenges, celebrating victories, and building lasting relationships across the region.

It’s truly been a career highlight and a sincere privilege to lead such a high performance dedicated team ready to accept and deliver on what ever comes in our path, all while keeping our customers front and center in every decision. Thanks to all of you from the bottom of my heart for the opportunity, and for allowing me to be a part of your Team ! The future is as bright as ever in APAC Customer Facing as you have a new leader whom all of you are familiar with, and with a potential to take our Team to yet again new levels. I’m so proud to see Grace leading the area, and with all of you, I can’t wait to see the results !

Now fully into the transition process as Global Customer Enabling Leader, I embark on a new chapter I’m sure filled with excitement, opportunity, lots of learning, and without doubt, another extraordinary Team to really make it all happen. I look forward to helping continue the impressive journey forward with our CE Team ! And I’d be remiss if I didn’t say “The sincerest heartfelt thanks and congratulations to both Dave Iverson and Chuck Stobbie on their well well earned retirement!”

Grace Choo to APAC Customer Facing Director

Message from Grace:

I am truly honored and thrilled to have been given this opportunity to further contribute to our team. I would like to take a moment to express our heartfelt gratitude to Fred, who has been an amazing and inspiring leader for APAC. Your presence will be greatly missed by all of us.

I would also like to give a big shout out to our Asia OTC team. You have worked tirelessly to make significant progress over the past few years.

As a female employee, it is truly inspiring to witness the progress we have made. Being part of the female leadership team is not only a personal achievement but also a testament to the inclusive culture of 3M.

I am incredibly excited to see how we can continue to contribute to the growth of 3M and provide exceptional service to our customers with continued operation excellence. I want to assure you all that I am fully committed to the success of our team and our organization. I look forward to continuing to learn and grow together with all of you.

Achievements

Achievements

CRMA Sales Manager Dashboard

The Sales Manager Dashboard, which is available from the Analytics Pipeline Home tab, is designed to help facilitate a review between a Sales Manager and their NSM/ADL. The dashboard enables the manager to quickly answer key questions about their team, and more, all in one place. The Sales Rep Dashboard, which is embedded in a Sales Rep’s Sales Plan, was designed to help facilitate the 1:1 reviews between Sales Reps and their manager.

Link to the tool : Here

To learn more about the Sales Manager Dashboard click here

AAP APAC and CODA: A Collaborative Success Story

ccounts Payable APAC and CODA recently collaborated to address a pressing challenge: the manual handling of tax invoices in Korea.

Recognizing the need for automation, CODA swiftly developed a bot that seamlessly downloaded and processed invoices, eliminating the backlog and allowing KR resources to focus on higher-value tasks.

This collaboration not only improved efficiency but also resulted in an estimated annual savings of $68,000.

The success of AP APAC and CODA serves as a shining example of the power of collaboration and innovation in driving success and streamlining operations.

Learn more about how CODA uses Robotic Process Automation here

CODA: Recency, Frequency, and Monetary Value

Are you interested in making better use of your sales/interaction data? Do you want a straightforward, interpretable way to segment your customers? If the answer to either question is “yes”, then RFM may be right for you.

What is RFM?

Recency: How many days since last purchase interaction (compared to given end date)

Frequency: How many distinct orders during a given time period?

Monetary Value: What are the total sales (USD) over given time period?

Click here to learn more about RFM

Americas

IBridging The Gap

Enhancing Customer Service and Organizational Interaction

n the virtual realm, forging connections across functions is a formidable challenge. Enter ‘Bridging The Gap’: a virtual series akin to in-person poster sessions. Featuring 28 presenters from Customer Service Operations, it’s a platform for process simplification, speed enhancement, and enriched customer experiences. Utilizing Prezi for engaging visuals and MS Teams Channels for seamless hosting, each session draws up to 160 attendees.

Dive deep into recorded sessions and replication templates available in the ‘Bridging The Gap’ MS Teams Channel. Embrace the movement of bridging gaps and amplifying organizational synergy today!

Click here to learn more about how to be part of it

We’re launching our ECO Accelerators Recognition Program to honor those who consistently go above and beyond. It’s about celebrating dedication, creativity, and leadership that drive customer satisfaction.

For details on eligibility and nominations, check out our SharePoint site. ECO Accelerators (sharepoint.com) and select one of the three informational meetings to learn more about the program:

1: Tuesday, May 21st. Time: 7:00 am CR- 8:00 am St. Paul- 4:00 pm WAW-10:00 pm Singapore 2: Tuesday, May 21st.Time: 2:00 pm CR- 3:00 pm St. Paul- 10:00 pm WAW-4:00 am Singapore

3: Wednesday, May 22nd. Time: 7:00 pm CR- 8:00 pm St. Paul- 4:00 am WAW-9:00 am Singapore

Let’s make this program a success together! Your dedication moves us forward, and it’s time to spotlight all our ECO daily success.

Dimple Xia

WCelebrating the Launch of the Global MTO KPI Dashboard!

e are thrilled to announce the successful launch of the Global MTO KPI Dashboard, a remarkable achievement that consolidates all critical Key Performance Indicators (KPIs) across the MTO pillars globally. This dashboard is the result of a combined effort from various areas, including OPEX Operations, CODA, and MTO.

The Global MTO KPI Dashboard is a powerful tool that provides a comprehensive overview of the performance of our MTO pillars: Pricing, CIP, POS & CB, CDM, and SIP. By consolidat ing these KPIs into a single dashboard, we can now easily track and monitor the progress and effectiveness of our MTO initiatives on a global scale.

This dashboard will enable us to make da ta-driven decisions, identify areas for improvement, and drive continuous growth and innova tion within our MTO pillars. It will serve as a valuable resource for our leaders, allowing them to gain insights into the performance of each pillar and make informed strategic decisions to optimize our operations. Additionally, the ability to drill down by Area and BG will connect all levels of the organization towards the same goal.

As we celebrate this milestone, let us recognize the significance of this achievement and the positive impact it will have on our MTO operations. The Global MTO KPI Dashboard represents a significant step forward in our journey towards operational excellence and continuous improvement.

We would like to extend our gratitude to all the individuals who provided their valuable input and support during the development and testing phases of the dashboard. Your contributions have been instrumental in ensuring the accuracy and reliability of the data presented. Your tireless efforts have resulted in a user-friendly and visually appealing dashboard that will undoubtedly enhance our ability to drive success in our MTO initiatives.

Vic Zhang Supervisor, ECO Customer Facing Division

Alejandra Alvarez Manager, ECO Customer Facing Division

Winnie Huang

CBG Leader

Liza Du GCA SIBG Leader

Power Hour with Amy WLF CF EMEA

In a dynamic and engaging session, the ECO EMEA team came together for a transformative Power Hour with the remarkable Amy McLaughlin. The event was a resounding success, with active participation and thought-provoking contributions from all attendees.

A heartfelt appreciation goes out to Amy for her invaluable insights and unwavering openness. Her wisdom and expertise left a lasting impact on everyone present. Furthermore, Justin and Elizabeth’s exceptional hosting and support were instrumental in creating an atmosphere of collaboration and growth.

Takeaways that emerged from this enlightening Power Hour:

• Stay true to yourself: Embrace your unique self and stay connected to your core values.

• Embrace skill development: Make skill development a priority and commit to continuous growth.

• Collect feedback and embrace diverse perspectives: Request 360 feedback through Workday and ensure diverse voices are heard in your decision-making process.

• Master the art of impactful presentations: Seek out opportunities to present and refine your articulation skills.

• Enhance business and financial acumen: Begin your journey by watching the recommended TED talk (https://www.youtube.com/watch?v=JFQLvbVJVMg) and actively engage in financial calls, utilizing the Earnings Call Cheat Sheet before 3M earnings calls.

We invite you to reflect on the most valuable piece of advice you received from Amy. Share your takeaways and let’s continue to inspire and empower one another on our professional journeys.

Together, we can unleash our true potential and create a future filled with growth and success.

Check the rest of the post here

From December 2023 to April 2024, the Sales Service Center (SSC) revolutionized operations, centralizing inquiries for streamlined communication.

From a centralization emerged as a cornerstone strategy, consolidating customer inquiries into a single contact window to substantial paper savings, amounting to over 10,000 sheets annually, contributing to our environmental stewardship.

Project Achievements:

• Enhanced customer service by transferring phone inquiries from the SSC to the PACE team.

• Simplify the sample hand`ling process.

• Embraced digital transformation by eliminating the reliance on paper-based processes.

• Upgraded customer request channels by transitioning from fax to email. This paper saving is upto 10000+ paper/year.

JP Sales Service Center (SSC) Advance Sustainability APAC MTDE

DProject Member:

Motomura - SS

J.Osawa -PACE

Misono - SS

Takeno – SS

Fukui-SS&PACE

Data Privacy and Consent: Enhancing Digital Marketing

ata privacy and protection have become increasingly important and complex, with regulations in over 120 countries safeguarding residents’ data. Consent plays a crucial role in meeting legal requirements, and a Consent Management Platform (CMP) is being implemented by 3M to manage consent and comply with evolving regulations.

The CMP, provided by Securiti.ai, will address gaps in consent management across 3M’s digital platforms. It will enable visitors to manage their consent and communication preferences, with the first phase focusing on Cookie Consent on 3M.com. The CMP brings improvements such as a geolocation-based Cookie Banner, detailed analytics on opt-out rates, and auto-blocking of unknown tags.

The implementation of the CMP aligns with industry best practices and input from the 3M.com User Experience (UX) team. It will be rolled out in phases, with subsequent phases focusing on Marketing Consent and Preference Management. This proactive approach ensures compliance with regulatory risks and data privacy protections.

Check the complete article here

& Development Learning & Development

Development Development

Tech Tip of the Month

Translate Yammer (Viva Engage) posts

Yammer (Viva Engage) users can conveniently translate posts into their preferred language directly within Microsoft Edge, enhancing accessibility and understanding across diverse teams.

Click on the image to learn how you can do it:

Unleash Creativity with Morph Transition in PowerPoint

Unlock the potential of your presentations with Morph Transition in PowerPoint. Seamlessly transition between slides with fluid animations, captivating your audience and enhancing engagement.

• Engaging Visuals: Morph adds dynamic movement to your slides, making your presentation visually captivating and memorable.

• Simplified Editing: Easily make changes to your slides and let Morph handle the transition, saving you time and effort in the editing process.

• Professional Polish: With Morph, you can achieve polished, professional-looking presentations that impress your audience and elevate your brand.

Experiment with various effects to create dynamic visual narratives that leave a lasting impression. Easily implement Morph by duplicating slides, making adjustments, and applying the transition. Say goodbye to dull presentations and hello to professional polish with Morph Transition. Elevate your storytelling and captivate your audience’s attention with the power of Morph in PowerPoint!

Check the following video for a quick tutorial on how to use this amazing tool.

“Read Aloud” Function in Microsoft Word, Edge, and Outlook E-mail Read Aloud

Do you want your e-mails read aloud to you? How about your Word documents or a lengthy internet page?

Well, Microsoft Word, Edge, and Outlook offer a range of features to assist users in their reading, writing, and editing tasks. One such feature is the “Read Aloud” function.

This functionality does basically what it implies – it reads your document, webpage, or e-mail aloud to you. It’s designed to assist individuals who may have difficulty reading or prefer to listen to content.

Some of the benefits are:

• Improved Proofreading and Editing

• Enhanced Comprehension.

• Language Learning and Pronunciation.

• Multitasking and Accessibility.

• Identifying Awkward Phrasing and Flow.

There are multiple platforms and ways to access this feature, but here we illustrate some of them:

Check the following document we prepare to dive deeper into this function capabilities

1) Microsoft Word

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.

20 Nutrition Facts That Should Be Common Sense (But Aren’t) Article

Many nutrition myths and misconceptions are easily debunked with a bit of common sense and scientific evidence. This list may help you be more informed on your way to a balanced, healthy diet.

Read the full article here!

Emotional Intelligence Podcast

Dr. Dan Goleman shares how Emotional Intelligence can help us live happier lives and contribute to a

Listen the 40 minutes podcast here!

3 rules for better work-life balance Video

Have you answered a work email during an important family event? Or taken a call from your boss while on vacation? According to behavioral scientist and Harvard Business School professor Ashley Whillans, “always-on” work culture is not only ruining our personal well-being -- but our work, as well. She shares which bad habits are stopping us from getting what we need out of our free time and three practical steps for setting boundaries that stick.

Watch the 5 minutes video here!

A 12-Minute Meditation for Sitting With Uncomfortable Feelings Podcast

In this meditation, we’re going to practice sitting with an uncomfortable emotion. As humans, we have all sorts of emotions that show up in our day. We have irritability, anger, sadness, anxiety, joy, and physical discomfort. Avoiding our emotions or closing off to them can lead us astray from listening to the underlying need of our emotion or the values that the discomfort is pointing to

Listen the 12 minutes podcast here!

6 Strategies for Navigating Difficult Conversations at Work Article

You don’t always have to swallow your feelings when you’re feeling frustrated with how things are going down. These strategies can help you identify when—and how—to navigate difficult conversations at work.

Read the full article here!

Coping with anxiety is difficult, but we can begin to untangle our anxious loops when we recognize how they show up in our daily activities.

Read the full article here!

Unwinding Your Anxiety Habit Loop Article

Click here to read past editions

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