Employee Experience Workshop Service Automation 3.0 New Sharepoint AP: Changes in Payment Frequency & Trigger
DO: Self-serve Opportunities to Reduce Sales Efforts February 2024 Edition #1
Contents Achievements • SpinCo - Guide to use the New Brand • AP: Changes in Payment Frequency & Payment Trigger • AP: STP E2E VSM Workshop • Americas Ugly Sweater Contest • Unveiling the Future: Service Automation 3.0 Program’s BrandNew SharePoint Site! • MTO: Americas Director Visit • Consent Management Platform (MTDE)
• Global Employee Experience Workshop • CSO: Quality Monitoring Tool EMEA • APAC: 2023 GCA Year-end Backlog Reduction • DO: Self Serve Opportunities to Reduce Sales Efforts • DO: Organic Search Cannibalization: Understading the Impact of CEO performance
Learning & Development • Tech Tip of the Month • Mastering the Art of Setting Smart Goals • Page for Supervisors • APAC CRM Insights workshop
• Mastering the Art of Setting Smart Goals • Goal Setting • Difference Between Performance and Development Goals
Wellness • Fuel your Success: Nutrition & Exercise Habits for Life • Are you Eating the Right Carbs, Fibre and Fat? • Vitality Challenge: Want to Feel Healthier, Happier and Have More Energy? • The top 6 Hacks for Better Health!
• Kindness is Catching • Health and Work Hub
Message from Amy McLauglin: Hello ECO team,
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I hope this message finds you all in good health and high spirits. Although we are already in February, I wanted to take a moment to wish each and every one of you a very Happy New Year! May this year bring you joy, success, and fulfillment in both your personal and professional lives.
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also wanted to express my heartfelt gratitude for all the hard work, dedication, and contributions you have made throughout the past year. Your commitment to our customers, your support of each other, and your passion to be true problem solvers have been instrumental in our team’s success. Together, we have achieved remarkable milestones and overcome numerous challenges, and I am truly grateful for the collective effort that each one of you has put in. Looking ahead to 2024, I am excited about the future of 3M and ECO.
Hopefully you were able to join our February townhall and could see how ECO’s goals align with the company vision, strategies, accelerators, leadership expectations, and culture. It is important that each of you know how you contribute to the broader company results. We also want to make sure that you are aware of all that we do in ECO, how we work with our BG commercial center partners, what the BG’s are focused on to drive growth, and how our teams support that. We will continue to share more of that information in future townhalls. As you heard, the company is making a technology investment in ECO and I’m extremely excited to see how this can improve our customer experience and truly make that a competitive advantage for us. We should all be embracing technology. In fact, I used 3M Navigator to help create this message.
With a few simple prompts, I was able to copy/paste 50% of what I wrote. I’m sure if I got better at the prompts, it would have been even more, saving that much more time! I would encourage you to try it out and take the time to learn more about technologies that can make your job easier. Once again, thank you for your hard work and dedication. Your contributions have not gone unnoticed, and I am truly grateful to have such an incredible team by my side. Let us continue to support and inspire each other as we strive for excellence in the coming year. Wishing you all a prosperous and fulfilling 2024!. Warm regards, Amy
3M 2024 Vision
Strategies
Our Culture
Accelerators
Leadership Expectations
ECO 2024 Priorities
2024 ECO Global Goal Tree
Click here to see the full picture! For more information you can check Q1 Townhall
Get to Angel Montpetit-Maack : Know In this edition, lets get to know Angel Montpetit-Maack. Where are you based/live? I’m based in St. Paul and live right on the MN/WI border in Hudson, WI. How long have you worked for 3M? I have my 16 year anniversary coming up in February! What have you felt most proud of accomplishing? There have been many I’ve been proud of over my almost 16 years at 3M, but what always rises to the top for me is related to developing people. A few years back, I invited a trainer to take my team through the Insights Discovery Workshop. One part of that is to identify each team member’s most dominant color (which indicates your leadership style). My team did not identify one dominant color for me. I had equal votes in each of the 4 colors which indicates that I am able to shift my leadership style to fit the individual needs of each person. It makes me proud to be able to help and develop people in a way that best works for them.
What is your hidden talent? I asked my family this and they said besides Ms. PacMan, my top 2 are: making people laugh and bringing people together!
Tell us about your family? I live with my husband of nearly 25 years (as of July 31st). We have a son who is 23 years old, a recent University of St. Thomas graduate, and a 21 year old daughter who is a junior at UW La Crosse.
I have always found something I love about everywhere I’ve been, but Mexico in the winter has always been a favorite for me and my family, great weather, great food and What things do you enjoy friendly people! doing in your spare time? I Would you Rather – winter or love playing summer for the rest of your games (current life and why? Summer! I love favorites are warm weather and many acCarbles, Qwixx, tivities outdoors that I cannot Fibbage, Shuf- do (or do not enjoy) in the cold fleboard). I en- and snow. joy playing pickle ball, spending If money was no issue at all, time on the St. what would you buy? I would Croix River in the summer and travel the world with my family UTVing with family. and friends. What is your favorite place to visit and why? I love to travel and enjoy going to new places so it is tough to pick just one place!
Please share with us your favorite joke. What did one eye say to the other? Between us, something smells!
Meet our People Victoria Smolik EMEA GCS Customer Service Team Leader I have great passion for working with People. Being a Team Leader is the most fulfilling, inspiring and awesome experience in my life, especially due to my amazing and ambitious team of EMEA GCS CSR’s and supportive Manager. I am also an enthusiast of Continuous Process Improvement and Project Management.
David Bonk Marketing Technology Senior Manager Tell us a little about yourself I have spent 17 years in the industrial distribution and manufacturing
industries. I am a Milwaukee, Wisconsin native, and I am married with two sons. We live 2.5 miles south of the Maplewood campus in MN so I am able to sometimes bike to the office in the summer.
Things I love • Helping people in development, • Filling my life with experiences. A fun fact I love ice swimming and study Law A Quote that represents you:
”Life begins at the end of your comfort zone so dream big and be brave!”
Things I love • Skiing • Running & Hiking A fun fact In a previous career I was a financial advisor A Quote that represents you:
“Always try to do what is right”
Achieveme
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SpinCo – Guide to Use the New Brand
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s you know, recently the new name and logo of SpinCo was revealed. You need to be very aware of the Solventum Do’s and Don’t’s for talking about the new brand as well as the process to submit brand questions or requests.
Please Do these things: • Share your excitement and enthusiasm with your colleagues. • Post and share about Solventum on social media platforms using our social media guidance. • Talk about the planned healthcare company with customers and your broader network using the approved talking points. • Continue using the 3M logo, brand and other materials (e.g., PowerPoint templates,corporate signage, letterhead, business cards, etc.) until hard spin happens in the first half of 2024. • Continue to identify as a 3M Health Careemployee when communicating externally until hard spin. • Continue to say “planned” when referring to the future standalone company and spinoff. For example, using phrases such as “planned separation date,” “planned spinoff,” “planned new company,” etc.
Please Do Not do these things: • Use our new name, logo or colors on anymaterials you develop or share internally orexternally at this time. As a hard spin datebecomes more certain, we willcommunicate when you can start this transition. • Post on social media using any othercontent than what is provided in our social media guidance. • Update your LinkedIn profile indicating youwork for Solventum. • Create new Solventum PowerPointtemplates or produce Solventum-branded merchandise. • Order new Solventum business cards. • Change your email signature or voicemail greeting to reference Solventum at this time. Legal entity names are not required in email signatures, and your email signature should only reference 3M and 3M Health Care until spin-off.
Americas Ugly Sweater Contest
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o finilize last year on a good note, we created the Year end Ugly sweater contest on Yammer. This initiative was one of the most successful on the ECO Americas Yammer page with over 2000 views and more than 100 reactions. It’s an excellent way to close the year! Congratulations to the Winners!
Achievements
Click here to check the full picture
Changes in Payment Frequency & Payment Trigger
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t 3M, we are dedicated to consistently improving our business practices for greater efficiency. Considering this, we made changes to our operations to align with industry standards. This includes adjusting how we calculate payment due dates and how often we pay our suppliers. Payment Frequency: We transitioned various categories of payments from daily to weekly. This change went live in November 2023 in USAC and in December 2023 in EMEA (Poland, France, Belgium excluded) and APAC (Japan excluded). The Payment Trigger, also known as baseline date, is the day on which payment terms begin. It can be the “Invoice Date” that the supplier displays on their invoice. It can be the day the invoice is received by the payer. Or it can be the date that the goods associated with the invoice arrive at their destination. Till the project was implemented, 3M was pay
ing all suppliers based on supplier invoice date. Currently we pay based on whichever is latest the goods receipt date or the date we received the invoice. Benefits: • Align with industry standards. • Align to the practices of many of 3M’s customers, which are also suppliers to 3M. • Improve free cash flow for 3M. • Hold suppliers accountable for timely submission of invoices. Previously, thousands of invoices were received late and 3M would pay immediately upon receipt. This resulted in added work for 3M, impacted our metrics, and bypassed the automation in the process. Go live for USAC: October 2023. Go live for EMEA: UK&Ireland, GermanyDecember 2023. Next EMEA countries: January 2024. To learn more about how the chash flow works in 3M, see this video.
AP come together in Costa Rica
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n the second week of january, the AP team held a STP E2E VSM workshop in Costa Rica, with the purpose of Identifying process information (volume, SLA, cycle times, FTE, data flow), bottle necks, non-standard processes for STP. Among the benefits of this workshop are that we now have a clear map of E2E process and visible impact of upstream decisions on downstream processes. Besides the hard work and the outcomes, the team got together to have momments that matter as well.
Click here to find further information
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Driving 3M Forward: Your One Stop for Service Automation 3.0 Knowledge and Insights
ervice Automation 3.0 (SA 3.0) is an enterprise program led by Enterprise Customer Operations (ECO), Business Groups (CBG, SIBG & TEBG), IT & Enterprise Supply Chain to simplify and streamline the customer and employee service experience. Last December, the SA 3.0 SharePoint Portal was launched to streamline communication and provide “one stop” access to essential resources. Interested in learning more about why SA 3.0 is happening? Curious about the insights gained from 3M customer surveys? Perhaps you want to meet the project team or find out how to get involved in this strategic priority? While customers will likely not see any changes until June, you can start building knowledge now. Be sure to “follow” the site to stay connected to the latest program information. Watch for updates from the SA 3.0 team to help your teams prepare prior to launch. Service Automation 3.0 SharePoint
Consent Management Platform (MTDE) Data privacy and data protection have become increasingly important and complex. Over 120 countries have established regulations to safeguard their residents’ data privacy and security. Within MTDE, consent is critical for various capabilities such as Learning Management, Marketing Automation, and Tag Management. The team performed a vendor assessment and selected a Consent Management Platform (CMP) from Securiti.ai. The CMP is specifically designed to manage consent and comply with complex legal requirements.
Click here to learn more
Achievements
2023: Global Director Visit: Nancy Mallory Goal of the Visit: The main goals were to gather input and align with the MTO 2024 plan. Additionally, the aim was to collect feedback from a wide range of Americas MTO Team, focusing on identifying both the strengths and areas for improvement within MTO. The visit left a positive impression, with valuable insights gained and a sense of enthusiasm forfuture collaborations.
Click here to learn all the details
Global Employee Experience Workshop
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anuary marked an exciting milestone for the Employee Experience Teams as they came together to participate in a dynamic and engaging Workshop. The activity served as a platform to kickstart a series of activities, campaigns, and actions planned for 2024. Exciting projects and ideas were discussed during more than a week, including wellness, training and development, engagement, communications, special celebrations, and more important areas. Stay tuned this year for all the great initiatives that will be announced on the ECO communication channels!
CSO
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Quality Monitoring Tool EMEA
ustomer Service Operation EMEA is planning to deploy a Quality Monitoring Tool (LeapTree) in order to keep or even increase stable high service quality in external CSO phone calls with customers. Why is this happening? We value Customer’s experience and continuously strive for improvement. We want to provide a positive experience at a stable high for our customers when interacting via phone with the Customer Service Reps. Our Employees should be provided with the opportunity to learn from each other, improve and develop Pilot Teams for CS calls have been identified: themselves. What will be changed and who will CS Premium Team UK be impacted? LeapTree is the global tool for im- CS Carte Team GSC plementing Quality Monitoring. PACE Team GSC LeapTree is an application built into We are currently preparing the first testing phase for pilot. Salesforce. Core Team Members EMEA: EMEA: We will start in deploying Leaptree Continuous Improvement: Carmen Greider for external CS phone calls, but will Champion Champion:: Patrycja Lech-Grzesinska continue in also deploying it for writ- CSO Premium UK – Joe Crook & Stphanie Dunn ten CS communication using Sales- CSO Care GSC – Marcin Nowotarski & Karolina Nowacka force Cases. PACE GSC – Martyna Kilian
Our Marketing Data Capabilities Director, Russ Vander Wiel, explaines to us important details about the implementation of a global Consent Management Platform (CMP) to address risks inherent in current cookie and marketing consent management capabilities.
See the video here!
Achievements
APAC
2023 GCA Year-end Backlog Reduction
Description: Order to Cash team proactively support GCA Year-end Backlog Reduction, work closely with ESC and business team, communicate with customer for timely order delivery. SIBG CSR Daisy Zhu, TEBG CSR Carol Dai and Melody Zhang, CBG CSR Erin Tu, SME Vick Li received EDW Award from Amy for their special contribution to the backlog reduction. Period: From Dec. 14, 2023 to Dec. 31, 2023 Results: • GCA backlog without backorder improvement by -$7.6M, -46% vs Nov., significantly lower down to $9M while finishing up 2023 from average $20M run rates within months. • GCA backlog reduction in Dec. by -$11M, -20% vs Nov. • Delivery Created (Order Printed) Backlog improvement by -$458K, -50% vs Nov, remains only $550K driven by Customer appointment ($110K) and Bonded orders awaiting customer action ($440K). Actions: • OTC daily update by major reason category like Credit/Customer Hold, Backorder Review orders(like ZMAL) and etc. with LEX Delivery created NOT PGI data together, work with BG for daily backlog reduction • BG/division CSR check the above past-due orders, actively performed customer communication to reduce past-due orders & aged printed orders and escalated the self pick and bonded orders’ process Project Team Core Members: Jean Wang, Tamer Gunes, Danny Xu, Liza Du Winnie HuangElla Sun Vick Li
Asia 2023 SA Case Reduction Brief Summary of the Project: Asia SA analysts drove improvements in case reduction and standard work. The team launched SA PBI for Asia CS and BG CC for clear visibility and analysis. Timeline:Mar-Dec 2023. Results: 19% SA Case Reduction, 404K vs 327K (2022 vs 2023). Impact: Streamlining the standard works and Encouraging customers’ self-serve enablement.
Project Team Core Members: Jungeun Seo (Asia) Vijayavani K (India) Jacintha Chew (Singapore)
Digital Operations
Self-serve Opportunities to Reduce Sales Efforts
A web improvement project with TEBG
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elf-service is not just a nice-tohave, but an expectation from customers who can search, browse, and buy almost everything from the comfort of their home. The expectation also stems from the desire to own or receive something instantaneously. If they are unable to do so, they may call the support center or move on to another source, website, or retailer. What was the issue we were trying to resolve? TEBG Sales teams were facing a high volume of customer inquiries for resources such as Technical Data Sheets, Product Catalogs, Brochures, Data Sheets, and others. This high volume for fulfilment prevented the Sales team from dedicating time developing customer relationships, generating leads, and driving sales growth. What was the solution? To save time and streamline customer support, TEBG made these resources accessible online for easy customer access. The hypothesis was that by making these resources readily available on 3M.com, it would also decrease the number inquiries received by the Sales team.
Achievements
As part of a pilot, the CSD Architectural Design Japan website, one of the most frequently visited 3M websites, was enhanced to include relevant PDF resources. These resources were thoughtfully categorized and added to relevant pages, making it easier for customers to find them intuitively. What was the outcome? In just 2 weeks of implementing the pilot, we observed an increase in the number of downloads by 154 per week, surpassing previous numbers. This initial result was promising, as it indicated customers were able to access the resources needed without relying on the Sales team. Further enhancements are underway for other prioritized TEBG sites, aiming to reduce the Sales team’s time spent on managing inquiries.
For more information, please contact TEBG Web Experience Lead, Yoshinobu Akimoto or Asia Web Experience Lead, Amy Wong.
Digital Operations
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Organic Search Cannibalization:
Understanding the Impact on SEO Performance
magine a situation where our carefully optimized SEO efforts are unexpectedly overshadowed by our own paid search ads, leading to a decline in organic traffic and costs that could have been avoided. This phenomenon, known as organic search cannibalization, is a critical issue that we need to address proactively in our digital marketing strategies. It reflects the delicate balance and interplay between SEO and SEA, and understanding it is key to our success.
Click here to find out the actions we took to address the situation!
Learning & Developm
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Tech Tip of the Month 3M Navigator Have you heard of 3M Navigator? It’s your new AI assistant at 3M. There are many uses for 3M Navigator, including brainstorming, writing communications, and it can even help you create your goals for this year. Watch the following video to get more information about Navigator - Tech Tip 3M Navigator.
Tips for AI prompts Be specific: Include relevant details, keywords, or product names to help 3M Navigator understand your query better. Use natural language: Ask questions in a conversational manner and avoid complex jargon unless necessary. Experiment with different prompts: Try different variations or rephrasing to improve search results. Include context: Provide specific project or task details to get more tailored information. Remember, 3M Navigator is continuously learning and improving, so don’t hesitate to provide feedback or report any issues you encounter. Enjoy using Navigator to enhance your information-finding experience at 3M!
Mastering the Art of Setting Smarter Goals In today’s fast-paced world, setting goals that are Specific, Measurable, Achievable, Relevant, Time-bound, evaluate and reward is crucial for success. Here are the biggest tips to help you create SMART goals: • Be Specific: Clearly define what you want to achieve, leaving no room for ambiguity. • Make it Measurable: Set clear metrics to track your progress and determine when you’ve reached your goal. • Ensure it’s Achievable: Set realistic goals that challenge you but are within your reach. • Keep it Relevant: Align your goals with your long-term aspirations and ensure they contribute to your overall growth.
Learning & Development
2024
It’s Goal Setting Time
Here you can find 5 L&D resources to help you in your goal setting for this year. Job Aid - How to set your annual goals 01
PPT Job Aid Estimated time 20 mins
A Complete Guide to Goal Setting 05 04
3 Blogs on the Power of Setting Goals 02
Web Article Estimated time 10 mins
Video Estimated time 7 mins
The Power of Putting Pen to Paper 05 04
Article Estimated time 25 mins
5 Famous People Who Set Goals 03
Web Article Estimated time 20 mins
APAC CRM team come together in an Insights Discovery Team workshop At the end of January, the APAC CRM team came together virtually to participate in an Insights Discovery Team Effectiveness workshop. During the time together we were able to reflect on the Insights colours of the team, share in effective communication advices and actions, and grow together learning about each other. It was a fun session with great learning for everyone. If you would like to know more about Discovery Insights for yourself or your team, you can reach out to Sebreena Cronin scronin@mmm.com
As supervisors, it is important to take time to engage with your employees and address their questions, comments, or concerns.
Employee Engagement Toolkit
Here, you will find information on 3M’s Engagement Framework, the day-to-day engagement behaviors for supervisors and action planning framework.
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.
Fuel Your Success: Nutrition & Exercise Habits for Life Webinar 45 mins.
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hatever your goal is for the New Year, set yourself up for success by following these three simple steps. If you can nail these habits, then you are one step closer to feeling better fuelled for whatever the day may throw at you!
Watch the video here! Learn more here!
Are you Eating the Right Carbs, Fibre and Fat? Quiz
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ake this quick five-minute quiz to uncover the missing pieces to your diet and find out how you can fine tune things with just a few simple steps!
Complete the Quiz here!
Vitality Challenge: Want to Feel Healthier, Happier and Have More Energy? Challenge
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his challenge is designed for you to work at your own pace. The easy-to-use table allows you to select your weekly missions and record your progress. Gentle pace: select one food from each nutrient category to eat weekly. Faster pace: select one food from each nutrient category plus make the weekly recipe. Try to choose foods you don’t normally eat. Remember, variety is the key to a balanced diet.
Wellness
Join the Challenge!
The Top 6 Hacks for Better Health! Factsheet:
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ant to follow through on your New Years resolutions to be a healthier, happier version of yourself? See how many of these simple health hacks you can implement to help set you up for success.
Check the hacks here!
Kindness is Catching
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e are taught from an early age to be kind, compassionate, and treat others the way we want to be treated. Yet somewhere along the line, we lose sight of the impact we can have with our everyday actions. Kindness is contagious and it has the potential to make the world a better place. Practicing kindness also uplifts you and your own happiness Here are a few ways to show kindness every day: - Focus on others - Offer a helping hand - Be there to listen - Send care packages (no matter how small such as snacks, books, pampering items. - Stay connected with a simple call, text or face to face catch up. - Expect good things to happen and be a positive light. - Smile at others. - Compliment others. - Say “Thank you” and “I’m sorry” - Remember: Be kind to yourself. This is just as important as showing kindness to those around you.
Health and Work Hub:
Remember you can access all the webinars, quizzes, articles and more in the Health and Work Hub.
Click here to explore the hub!
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