The
16 AUGUST 20
LET’S WIN THEIR HEARTS!
It is amazing how we are now entering our seventh month of operation. What a journey this has been. We are traveling as fast as a 200mph train. The fast pace we live in makes you feel we just started a week ago. We just actually celebrated the anniversary of our first team members we hired in August 2015! July was an enlightening month. We have shown tremendous amount of progress. We have also come to discover and understand how much work we still have ahead of us. Some of our hottest areas are now showing a positive trend and a stable and controlled volume. What an amazing job everybody has done to get us there. However, as expertise grows, the level of demand grows as well. Many milestones still ahead. Many mountains to climb and customers to win. Let’s go a step further together. Let’s now win their hearts. Most of our metrics are showing green today. We are proving that we can get the job done and that we can be fast and efficient. Let’s add an extra component to the equation and win their hearts too! Let’s make
I P K OVERVIEW
TI ON SL EAD
MBS
s e tim A ER P O DA VIS A HR GUILAR •
them love Costa Rica. Every time a colleague contacts us or we contact them, it is an opportunity to create an impression. These moments of contact are the truth in our business and they can make us or break us. These moments of truth can be good or bad and our goal should be to take every moment of truth, even if it is a bad one, and make it great. Turn every moment of truth into a Moment of Joy! Make sure that when the customer leaves the call or closes the case they are leaving with the feeling of a great experience. A feeling that you really care about them. This journey has just started. We have a long way to go but we have come a long way, too. I am confident that every single one of you is in the right path to win our employees’ hearts. Let’s keep adding a personal high touch in every interaction. Let’s make our customers feel valued and appreciated. Take advantage of the opportunity of every phone call, email, Lync conversation, or even SMS to reassure that we consider them the most important part of our processes and leave them longing for more.
customer t x e n r u o e k a Let’s m xt advocate!
our ne
ACTIVITIES By Priscilla Mora
LIVING OUR
MBS purpose
“Create the perfect recipe for a happy workplace grounded in trust, connections, and achievement” We recently celebrated as a big MDLZ family, with a visit from Kate Georgiades, our T&OE lead for NA, the meaning of the MBS purpose where our Leadership Team explained to us the reason why they wake up every day to come to work or simply their “WHY”, This confirmed one more time that our company not only drives for results but that our purpose goes beyond that. MDLZ is people oriented. Being part of a great place to work
wouldn’t be possible without our people. It’s our responsibility to maintain the amazing environment we have, keeping in mind that every single idea we may have to continue growing is always welcome. We should remember that team work is always the key to overcome business challenges, and trusting each other will develop new connections that will last forever. We motivate the entire MBS to keep smiling and share with others your happiness, as the best is yet to come!
MBS GATHERED TO DISCOVER THE SUPPORTING ROLES By Alejandro Molina
A new session of our Discover Our Team (DOT) program took place on July 27th in which MBS colleagues learned more about the Supporting Roles that are part of the HR Operations Team. Adriana Bonilla, Gerardo Jiménez, Juan Carlos Hurtado, and Carlos Acevedo “took us to the soccer pitch where they play their day-to-day game” and shared with us their main responsibilities as Case Management Specialist, Service Desk Reporting Specialist, Internal Controls & Compliance Specialist, Knowledge Base Specialist, and HR Planning & Analysis Specialist.
Discover Our Team Costa Rica SSC
the More to come from d DOT… n a m a te t en m p o el Dev
stay tuned!
DATA MANAGEMENT SERVICES HAS ARRIVED AT OUR
LA village! By Vivian Cordero
Master Data (MD) is the backbone for the organization to operate. MD powers our ability to buy, manufacture, sell, ship, invoice, and report accurate information internally & externally. MD enables growth. The Data Management Services (DMS) is the sixth service within MBS providing the following services: • Data Quality Management • Data Lifecycle Management • Data Governance 14 colleagues from several LA countries are part of the LA DMS Team, managed by Ramiro Salinas. Before the transformation, this team was called Master Data. Now the team includes colleagues with a lot of experience and seniority in the company assuring the best talent in LA for Data Management.
Welcome aboard DMS
LA team to the MBS LA Village!
MAKING MORE
PEOPLE
FEEL at home By Arnaldo Labatut R. Last Saturday, August 6th colleagues from LA HR & TA along with MBS assisted with the MBS LA recruitment event in “El Spot”. The recruiting event was to hire for the LA MBS roles that are joining the Mondelēz International family in the next few weeks. When the potential new colleagues walked in the door they could see an entrance of Mondelēz balloons and a huge team of very motivated people willing to make the speed interview experience the best for the candidates and to make them feel at home since day one. Some of the participants commented to The Chocolate Times: “This was a really different experience, freedom to see yourself. For the Recruiter to see that in you.” And “Everyone was so kind, awesome interactions. Loved the idea of the company. Providing new jobs and opportunities in CR! You are not a number, but a family!”
We had 4 different sessions on this day where we got to know over 80 potential new MDLZ colleagues and from this day are in the process of extending offers to many of the people we met!
I WORK FOR C KIES NO, BUT SERIOU
SLY
RK I WO FOR N C
Our people Our values
K
NDY TRU
CT E FA
Wondering
HOW TO BECOME AN
Excellence Award winner? By Mauricio Monge Torres By being true team players and seeking the best for their coworkers, for the passion demonstrated when creating a great place to work, and by using the DMS meetings to recognize issues and provide solutions. Those are some of the reasons behind the June Excellence Awards given to Fabiola Fernandez (Service), to Alvaro Calvo (GPTW) and to Felicia Alfaro (IL6S).
Fabiola went the extra mile when her help was needed. She saw her team struggling through a tough backlog and decided to roll up her sleeves and start taking cases that were out of her scope, to help the WFA team. Alvaro is constantly looking for new areas of improvement for his team to feel MDLZ is a great place to work. That passion and smart thinking got him to be recognized for always looking after the team’s best interest. Maria was able to identify a lack of communication among the different MBS teams. She raised a flag and shared the idea to have people from other teams join different DMS meetings to raise the level of awareness and knowledge about the operation. These three winners teach us to think not only about ourselves but also about other people, to do as much as we can to make everyone’s experience better, and to always look for the greater good. This in order to create the greatest place to work!!!
CONGRATULATIONS TO OUR
MAY EXCELLENCE
AWARDS Winners! GPTW: ALVARO CALVO “Leaders become great not because of their power, but because of their ability to empower others. Thank you for all the things that you do for all of us.”
AW AR REC AN D OG D S NIT ION S
IL6S: FELICIA ALFARO “Recognizing a problem in driving further collaboration through our DMS meetings and proposing a solution”
SERVICE: FABIOLA FERNÁNDEZ “For her ownership and leadership on mass loads and severance. A true Team player going beyond her scope to help the Team”
CONGRATULATIONS
TO OUR EARLY ADOPTERS FOR
MBS COSTA RICA The wave 1 is reaching their first year anniversary on August 24th. Their excellence and professionalism have been part of MBS since the beginning!
MBS Mondelez International Business Services Powering Profitable Growth
SERVANT LEADERSHIP
BEHAVIORS COME TO MONDELĒZ
By Carlos Jimenez As part of our Integrated Lean Six Sigma (IL6S) Strategy we want to embrace Servant Leadership behaviors that will support us towards a highly skilled motivated workforce. In order to start this journey, MBS Costa Rica has launched the Been There Done That week that consisted in a session with our Global HRBL Erick Madrigal on “What is Servant Leadership?”, a Gemba Walk Session and a half a day activity were our leaders executed one specific process at the floor (each of them were trained accordingly by our colleagues in order to assume their role). Our activities closed with a Townhall where we had a guest- Alexandre Guimaraes, former coach of the CR National Football team, supporting Servant Leadership with a very inspiring message to all of us. What does it mean to us? “Servant Leadership begins with the natural feeling that one wants to serve, to serve first. Then conscious choice brings one to aspire to lead”- Robert Greenleaf.
In MBS Costa Rica we want to bring out the best in our people so we will continue embracing our Servant Leadership behaviors. Been There Done That week allowed the team to start identifying one of the most important concepts around IL6S.
SERVANT LEADERSHIP IS ALL ABOUT...
A servant-leader focuses on the growth and well-being of people, they live the principle that the Leaders work for the people in the floor. There are 8 key behaviors we have learned and that we will embrace!
SELF-AWARENESS
THE M O LET´S ALL LEAD FR E HEART! AND TH
STEWARDSHIP
HEAD
LISTENING COACHING, NOT CONTROLLING COMMITMENT TO GROWTH OF PEOPLE PERSUASION FORESIGHT BUILDING COMMUNITY
MBS
Contributors:
• Karina Mendieta • Santiago Hernández • Gerardo Jiménez • Mauricio Monge • Arnaldo Labatut • Priscilla Mora • Armando Pacheco • Carlos Jiménez • Vivian Cordero