Dear Ka-Globe,

Last December 2018, we formally kicked off the Simple, Digital, and Agile (SDA) transformation program with the intent of changing our operating model to enable Globe to become truly customer-centric, empowered, and entrepreneurial. 

Since then, we have started implementation with an initial “mobilize” phase:

• Standing up the first Tribe (B2B) to model the new way of working

• Creating key agile “Practices” to build critical capabilities

• Identifying broader changes needed to support agile as we “test and learn” how to scale

• Building excitement by demonstrating that agile can accelerate execution

As B2B Tribe gains its momentum, expansion is underway with the set-up of multiple agile squads across the B2B portfolio in order to deliver the demands of our EG and SG customers.

Taking the experiences and learnings of the B2B Tribe, we are well poised to create more persistent, cross-functional, customer experience-based teams of Tribes and Squads in various parts of the organization in the coming months.  The insights we have gained on change management, disciplines of service design and agile methods, partner and commercial engagements, and support function processes will now guide the next wave of execution targeting B2C.

The expansion to B2C will start with the mobilization of the Feel Valued (FV) Tribe effective today, July 1.  The FV Tribe, to be led by Yani Bautista, will be initially composed of the existing Customer Lifecycle Management (CLM) team and the Detection Profiling Action (DPA) domain.  Transitioning both teams into a Tribe is the first critical step to enable and accelerate the scale-up of programs that aim to nurture and engage the massive customer base of Globe.

The FV Tribe will leverage the cross-functional competencies and resources within and outside Globe to be at the forefront of pursuing our aspiration to provide a differentiated experience to our customers through delightful, frictionless, and personalized customer touches that celebrate their value and individuality.

Yani and the rest of the FV Tribe will work in close collaboration with key stakeholders in the organization to deliver against their key mandates. With this daunting challenge ahead for this tribe, they need all the support we can extend in the following areas: 

• Commitment to learn, imbibe and demonstrate the “agile” mindset and ways of working, along with the FV Tribe, ultimately moving towards greater empowerment and away from functional and hierarchical operating model

• Full allocation of resources to the tribe at the mobilization phase, acceleration of enablement, and prompt onboarding for the capability gaps

• Enforcement of continuous learning process by allocating time for regular post reviews of programs and processes

• Support across enabling functions and teams as we transform the processes and partner engagements to derive our new ways of working

We plan for this next phase to take 12-18 months, and we intend to announce quickly further tribes.  Looking forward to your continued support and let us know if you have any questions.

Gil & Albert