VOLUME

14MARCH

THE LEADERSHIP ISSUE

MVP's guiding principle

ValuablePhilippines

Most

2013

In THE

www.pldtalpha.com | Call: 88-ALPHA (25742)

ASC

Ref. C

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e: P065P031313P

100% of the Fortune 100 is reshaping the way they do IT through virtualized solutions, which may be hosted on data centers or the cloud. This could be the best time to join the visionaries.

Let’s take your business to new heights on the power of the PLDT Cloud and VITRO Data Center. Experience world-class digital infrastructure combined with multi-layered security and redundancy at costs considerably lower than traditional in-house IT infrastructure and solutions. We are more than ready to take you to success — it’s the next natural step up.

Building the ENTERPRISE OF TRUST

This will be your biggeststep

up.Entrust it to Us.

As the millennium arrived in 2000, it was a time pregnant with

expectations of vast social and technological change. Of course not much changed any quicker or more dramatically than in years past—for the most part “change” still followed its historical cadence and process. However, it was also the year social scientist Malcolm Gladwell qualified the “Tipping Point” as among the key facets of this process.

Every change is marked by a point of “critical mass” or as he more emphatically pointed out, a “boiling point”. This issue of Hot Joe centers on the economic momentum experienced by the Philippine economy thus far, and how PLDT ALPHA Enterprise may be instrumental in leading the next era of change.

Are we at the tipping point of cloud and data center adoption? In our Sleeper Hit on page 60, we feature cloud computing’s most immediate benefits in Disaster Recovery care of our Symantec partnership.

Change also comes to leading enterprises as they shift providers, such as leading BPO ePerformax who saw the need to make the SMARTer switch on page 16.

We also get the PLDT Insider Cesar M. Enriquez on page 20 and his thoughts on what changes to look out for in 2013.

Media itself is changing and that its center of gravity is moving increasingly online, particularly mobile. The new PLDT ALPHA Enterprise website featured in Solved on page 46 attests to this and how it ensures our mission to be your responsive expert ICT partner ready for your engagement and collaboration.

Remarkable leaders themselves may be seen as social phenomena, exceptional and dedicated to change in every respect. We’ve examined our Chairman’s daring, his unmistakable “MVP Effect” in every company and industry he touches in our Main Window on page 8.

I hope you enjoy this issue as I did in exploring the nature of leadership, how the little things cascade into monumental shifts and ultimately to excellence. This can be seen in the way our economy is moving higher, powered by a momentum that bears the characteristic leadership of PLDT ALPHA Enterprise.

Mikey SmythManaging Editor

Gerrard FabieEditorial Adviser

Markus JentesCreative Director

Andrew BatiduanArt Director

Rissa GollosoEmily ReyesIrene Dungo

Cheska VillanuevaVan Davidon

Check TrayfalgarRam AnciroRose Abes

Editorial Coordinators

Mac LubaczewskiMichal Perez de Tagle

Enrique EstagleMei Abaya

Paula VenturinaKaye Pineda

Editorial Contributors

Vickie Perez de Tagle Executive Producer

Jovy hernandezEditor

When leAders

DAREJovy Hernandez

Editor

LETTER from the

Editor

6March 2013

Hi Eena and Davis,

I would like to thank you and PLDT-SMART for providing Wi-Fi connectivity to our medical representatives during our National Sales and Marketing convention in Dusit last January 10-15.

We appreciate the support you have provided to our event at such a short notice. We look forward to more partnerships in the future.

Thank you and regards,Gail HensonPfizer – Business Technology

Hi Jun and team,

Just want to share our experience for both SMART and Globe in Palawan.

After scanning available networks in Coron / Busuanga, our common experience shows that there was no signal for Globe.

Thank you and congratulations for the excellent service!

Joemer CahayonVP for FinanceHUPER INTERNATIONAL

Jay,

Thank you for all you have done for us. You have been a tremendous asset to the success of our TeleTech team.

Todd StottTeletech

Hi Sir Jay,

I would like to express my appreciation for assisting us in all of our JFC Mobile concerns.

I commend M' Nova for the very good job on handling our JFC clients.

Thanks & warm regards,Ritche D. GuatatoJollibee Foods Corporation

GREAT JOB SMART TEAM!!! Thanks for the support!

Regards,Dennis De GuzmanSanofi – Procurement Head

Dear Chielo,

I would like to thank your team and you especially for the support you have provided us during our sales conference in Tagaytay. It was truly a GREAT DIGITAL EXPERIENCE. The network services that you have provided both for 3G and wifi were SUPERB. We have not received any negative comments from our users during the event and with that you can be assured of continued patronage of your products and services in our future requirements.

Thanks,Madi MedinaSanofi – IT Head

Letter from the EditorJovy Hernandez discusses how PLDT ALPHA Enterprise is leading the next era of change, empowered by the “MVP Effect”.

Client CallsLetters from actual PLDT clients, sharing their own unique PLDT experiences.

Main WindowBeyond the myriad titles and honors under his name, PLDT and SMART Chairman Manny V. Pangilinan continues to create new synergies for all businesses.

live wireBPO leader ePerformax makes the SMARTer switch, growing even more valuable to their clients.

PLDT InsiderPLDT’s in-house kaizen master shares his journey towards continuous improvement.

ALPHA EXTRAPLDT's Annual Report features some very impressive numbers while Teleperformance’s David Rizzo gets the most out of his business and personal life with PLDT ALPHA Enterprise.

Partner PeekAVAYA’s Ed Doctolero uses “The Power of We” in connecting the Philippine enterprise to the world.

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PleAse send us youR tHougHts,

CoMMents & ReACtions

Call: 88-AlPHA (88-25742)or visit

email: info@pldtalpha.com

www.pldtalpha.com

yOU!HEAR fROMwE wAnT TO

CLIENTCalls

Were You ThereAnticipated product launches, informative talks, and glamorous nights at the movies, thanks to PLDT ALPHA Enterprise. Were you there?

SolvedThis is the ALPHA way to go online and mobile. All the better to keep you up to speed on ICT innovation, wherever you are.

Caught on Page PLDT ALPHA Enterprise seals the deal with AIM, ePerformax, ADP & Pascual Pharma, PR Savings Bank, and RCBC. Plus PLDT receives unprecedented recognition for having the best people in business.

Coming GoingWhat’s rising, what’s dying, and what’s dead among today’s trends.

Sleeper HitDisasters-- both natural and man-made-- are no longer an issue with PLDT’s Full Disaster Recovery Solution.

The ALPHA BitsWords of wisdom from some of the world's most famous alpha-type personalities.

The Last SayEric R. Alberto talks about the dangers - and possibilities - of disruptive technology to leaders in industry.

8

16

20

8March 2013

effect

theMVP

PLDT and SMART Chairman Manuel V. Pangilinan’s official titles are legion. Today

he oversees the key companies crucial to any real sustained economic development—the leaders in mining, roads and infrastructure

development, healthcare, broadcasting, food and energy. To call him by the clichés “mover”

or “shaker” falls woefully short; a more accurate description would be that he is a living pillar of

the re-awakened Philippine economy.

109 March 2013 March 2013

In hopes of keeping a great thing going, there are the economic pundits championing drastic action or even “emergency powers” in continuing our present upward momentum. This is what they see as instrumental in discarding the burdens of corruption and inaction to free the Philippines of the “poverty trap”.

But while some talk, write, or discuss, MVP acts, and does so decisively. When he does, it’s safe to say everyone feels the waves.

It has been pointed out often that the biggest effect MVP has on a company is the prosperous trajectory of its share price. Not so surprisingly, this happens even at the onset of the

first whisperings of an MVP takeover or buyout. Philex Mining could probably provide the best example. Online discussion boards in 2009 were already lighting up as Philex (PX) started inching upwards of its then “resistance price” of about P 7/ share. Today it trades well in the teens, as of this writing at just about P 17.50/share.

Much has already been said of MVP’s celebrated buyout and transformation of PLDT. Over at the telecoms giant he took a scalpel to bureaucratic excess and fat, transforming PLDT into the innovative modern ICT provider it is today. He accomplished this mostly through example and inspiration,

THE ALWAYS-PRESENT CEOPLDT and SMarT chairman Manuel V. Pangilinan ensures that he is not just available for his ever-growing business, but also for Philippine society as a whole.

sHARe PRiCes

PRofessionAlizing oRgAnizAtions

Our prepOnderAnt tAsk As A peOple is

simply tO dO better tO strive fOr excellence.

1211 March 2013 March 2013

never with a tyrant’s mailed fist.When he assumed the Chair in

2005, MVP voiced his observations on the Philippine economy and how it needed reforms. Just as much as today, MVP lamented over paralyzing complexity, a lack of goals, and inaction. In becoming the ultimate hands-on manager, he struck down the “CEO as Jesus Christ” philosophy wherein “their existence is purported but rarely seen” at the same time he pointed to the linked fates between employees and their organizations.

On this he is cited on the Wharton alumni website:

“People respond to the fact that they share in the effort and success of the company,” he told a Wharton Global Alumni Forum audience in Singapore in 2005. “Now, people like open-style, flat structures.”

MVP has always upheld that “good governance”, with its underpinnings in the principles of transparency, accountability, and fairness is at “the heart of corporate leadership”. At PLDT - and for that matter, throughout all Metro Pacific Investments Corporation

(MPIC) interests - they are hardwired into mindsets and spelt out explicitly in corporate manuals.

Transparency opens up processes to wider scrutiny and improvements in efficiency-- by definition there should be nothing to hide in a public corporation. Accountability fosters responsibility among every member of the organization. Fairness also implies a sense of justice and compassion.

MVP’s brand of good governance effectively counteracts entrenched interests, “passing the buck”, and numbing apathy.

When MPIC sniffs out an opportunity, everyone does more than notice. It can be argued that MVP’s push into infrastructure has spurred others to mount similar considerable bids for national projects. Today there is a clamor to quicken the pace of PPP (Public-Private Partnership) project implementation, for the government to get its act together in launching them. It all comes perhaps from a shared realization that there is “gold in them thar hills” that MVP is looking at.

peOple respOnd tO the fAct thAt

they shAre in the effOrt And success

Of the cOmpAny

good goveRnAnCe

tHe Pied PiPeR

1413 March 2013 March 2013

As soon as the announcement was made that the SM Group would team up with Metro Pacific Tollways to build a proposed 9.97-kilometer expressway linking NAIA terminals to the Entertainment City, it naturally piqued more than casual interest among competitors. The project would also connect the South Luzon Expressway/Skyway to the Manila-Cavite Toll Expressway as well as to Roxas and Macapagal Boulevards.

As always, while others ruminated, MVP acted first on a decisive plan. According to the PPP Center, the original bidding was moved to 2013 from 2012 to give other groups “time to prepare” their own bids, which ideally would be just as comprehensive. In other words, they needed time to catch up.

Perhaps the most profound effect MVP has had is in the transformation of the Filipino mind. We have seen the emergence of a professionalized, rational, and successful Filipino, one who may never revert back into “frailty”. Going and hopefully gone will be the historical shortcomings of Filipino management, as he pointed out in a recent rejoinder to naysayers:

“Indeed, the Filipino’s failure to manage well is shown in almost all facets of our lives – poor airports, poor sewerage, unclean air, mediocre economic growth. The list is long. Our preponderant task as a people is simply to do better – to strive for excellence.”

And for MVP, that famous pursuit of excellence never sleeps. He has changed all of us, and thankfully that change continues.

A CultuRe of PRofessionAlisM

1615 March 2013 March 2013

LIVEWire

HOT JOE InVESTIGATES wHAT MAKES EPERFORMAx TICK.

HuMAnMAxIMIzInG

POTEnTIAL

1817 March 2013 March 2013

these are the words that greet every ePerformax team

member every weekday morning. As we wanted to hear this philosophy fleshed out, HOT JOE sat down with ePerformax’s Louis Meeks (Contact Centers Vice President, Executive Support), Fernando Abano (Contact Centers & BPO VP for IT), and Ricky Santiago (Contact Centers & BPO VP for Finance & HR). Together we explored what exactly makes ePerformax such a highly capable performer in the BPO space.

ePerformax is a pioneer in the Philippine O&O industry, having started operations a decade ago when the BPO space was a relatively wide open frontier. “There were only 20 other BPOs around then,” reminisces Mr. Santiago. “Now there’s over 200 in Luzon alone.”

Not only are there more players, but BPO companies tend to be bigger and more sophisticated organizations as compared to ten years ago – given that mergers and buy-outs by larger, global corporations have become increasingly common. As a result, specializations higher up the value chain have emerged as well.

“We're playing with the big boys now,” Mr. Santiago says. “But we’re up to the challenge. We ourselves could have been merged with someone else - but that's not in

our culture.” ePerformax is not as large as some of

the other BPOs, but that is actually a point of pride for them. “We know what we can do and what's our value proposition to our clients,” explains Mr. Santiago. “When our clients partner with us, they are not talking to company men, they have one-on-one conversations with Ms. Hartsaw (Teresa Hartsaw, President & CEO of ePerformax) or Dennis (Dennis Lindley, COO of ePerformax). We are a shareholder-managed company. When our clients have problems, they go straight to a shareholder. Contrast this to bigger companies, especially public ones, where issues are directed to an employee.”

“There’s this sense of ownership in ePerformax,” Mr. Meeks adds, “of being directly invested in it, from the executives all the way down to our newest teammates.”

ePerformax works hard to instill that sense of loyalty and belonging in their teams.

“Our vision,” as Mr. Santiago puts it, “is to maximize the human potential of our teams. There are two major points here – the maximization, and our belief in the potential of everyone who steps through our doors.”

Towards this end, ePerformax has set up their own training facility for their teams – the Global Communications Management Academy. Intensive training programs run longer than industry standards – ranging from 9-12 weeks in length, and all this comes before direct product training. (The industry standard or average is about two weeks of training.)

This longer training period is specifically tailored for the type of people ePerformax is looking for. “We give those people who wouldn’t necessarily pass a second chance. We wanted to provide an opportunity for those who wouldn’t normally get hired, and we’ve been repaid by loyalty and hard work,” Mr. Meeks explains. “And this really differentiates us from the rest of the

PassionempowermentResourcefulnessflexibilityOptimismResults orientationMotivation

tO PeRfORM With: We dOn’t just

prOvide service,

We cOntinuAlly find

WAys tO imprOve Our

custOmers’ business.

industry – we don’t have the challenges in recruiting that the others have.”

ePerformax is determined to go the extra mile – not only for their employees, but for their clients as well. “We’re not just a vendor,” insists Mr. Meeks. “We don’t just provide service, we continually find ways to improve our customers’ business. Each of our 3,000 teammates speak to four customers every hour, learning what they’re happy with, what they’re unhappy with, and we pass that on to our clients. This goes back to our commitment of maximizing potential – in this case, it’s maximizing the potential of what we can do for our clients. We think of ourselves as partners to our clients, adding value to the relationship wherever we can rather than simply doing tasks.”

This attitude dovetails well with PLDT ALPHA Enterprise, ePerformax’s ICT partner. The ALPHA motto has always been “Relationships First,” guiding it

in its role as a powerhouse provider of enterprise-level ICT solutions and – more importantly – a company that enshrines client relationships, anticipating needs well in advance. PLDT ALPHA Enterprise is always ready to help and to closely advise for each company’s unique needs.

For its part as a top-flight BPO, ePerformax has highly specialized ICT requirements absolutely vital in performing at the levels of aptitude they demand of themselves.

“Most essential to ePerformax is our connectivity to the US - we watch our connection on a 24-7 basis. We have all sorts of diversity built-in, with more capacity than we require as insurance... that's how much we value our promise of continued service,” says Mr. Abano. “A minute of downtime is hours of wasted time.”

Together, PLDT ALPHA Enterprise and ePerformax are well on their way

towards fulfilling ePerformax’s vision - not of being the biggest, but being the best world-class BPO provider. ALPHA is the fitting choice for a top outsourcing company that sees itself as a true partner to clients; it now looks like they’ve found a true ICT partner of their own.

Tripartite talentas part of ePerformax' executive team, Louis Meeks, Fernando abano, and ricky Santiago, help keep the BPO running at the high levels of performance.

2019 March 2013 March 2013

PLDTInsider

pldt’s cesAr m. enriquez tAlks AbOut setting the stAndArd fOr cOntinuOus imprOvement

With over thirty years of experience under his belt, Cesar M. Enriquez’s long career has allowed him to literally

write the book on risk management. As PLDT’s First Vice President and Head of Enterprise, International and Carrier Business Revenue and Operations Group, he also plays a major role in transforming sales and in more effective “operationalization”. HOT JOE was privileged to spend a few minutes with Mr. Enriquez to learn more about his continuous journey towards improvement.

THE JOuRnEy

COnTInuES

2221 March 2013 March 2013

fRoM BAnking, to teleCoMMuniCAtions

Mr. Enriquez rose from the ranks in banking. At First National Citibank, NA. (FNCB – Finance), he took on various roles: collector, appraiser, manager, ultimately becoming a regional head. He soon moved to Cititrust, also owned by the Citi Group, before becoming the Country Head for Consumer Banking for Standard Chartered Bank in 1991.

And after almost thirty years in banking, he was invited to join PLDT originally as a consultant by both then PLDT Human Resources Group Head (now Maynilad President and CEO), Mr. Ricky Vargas and then PLDT Senior Vice President (now Senior Vice President at Meralco), Mr. Al Panlilio. This three-month stint primarily involved writing the billing, credit, and collection manual for PLDT, adapting best practices taken from the banking industry.

Finishing the manual on his second month, PLDT was duly impressed with Mr. Enriquez’s work; there had never been such a comprehensive manual on credit risk management in the organization. PLDT asked him to lecture on what he wrote for the remainder of his PLDT tenure, as well.

tHe six Cs of CRedit

Mr. Enriquez was asked by PLDT to lecture and train 1,000 employees on credit management. “I taught them the 6 “C”s. In school, everyone is taught 4Cs: Character, Capacity, Capital, and Collateral (synonymous with Equity). “But in reality and experience, there are actually 6Cs.” The two that Mr. Enriquez has added into the mix were Concentrations and Conditions.

On the matter of Concentrations, Mr. Enriquez advised his graduates that they should not commit all their efforts on one portfolio. Focusing too much on

a single industry will prove difficult for PLDT once problems such as shake-ups occur, which may result to non-payment. In short, don’t keep all your eggs in one basket.

Mr. Enriquez’ understanding of Conditions is particularly important. PLDT must remain strict in terms and conditions of engagement with all corporate clientele. “We once believed that if they [clients] are not going to pay, then we’ll simply disconnect them. In corporate relationships, especially in crucial government sectors and services such as security services and public works, you cannot just easily do that,” Mr. Enriquez says.

He cited that if PLDT simply disconnected their services due to non-payment, there would be possible legal, financial, and operational repercussions from the different government agencies availing of the services, on top of the effects it may have on the larger public. “Without first setting clear terms and conditions, clients will always have a reason to challenge and dispute you,” Mr. Enriquez remarked.

But on top of those six Cs, Mr. Enriquez added and stressed the utmost importance of yet another “C”, which was Common Sense. “The lack of common sense makes everything all that much more difficult,” he says. He emphasized that a service provider should not just blindly adhere to policy; there are exceptions and observable traits to each client which may supersede it.

For Mr. Enriquez, as much as Character, Capacity, Capital, Collateral / Equity, Concentration, and Conditions are important, Common Sense must prevail.

fRoM CRedit to sAles

Mr. Enriquez’s PLDT journey reached a remarkable, if inevitable, point when he joined the company full-time in 2001 as the head of National Retail Sales. Recalling this first mission, Mr. Enriquez said that he had to expand the distribution network or point-of-sale “without additional people”. It may have presented a daunting and even impossible challenge for others, but for him the answer became obvious: third-party sales.

dOing it right the first time All the time. thAt’s WhAt i AlWAys sAy tO everybOdy.

2423 March 2013 March 2013

steely eyedPLDT First Vice President and head of Enterprise, International and carrier Business revenue and Operations Group cesar Enriquez shows his characteristic intensity during his interview with hOT JOE.

2625 March 2013 March 2013

“Before, the concept of third-party sales didn’t really exist,” Mr. Enriquez explained. But soon he was able to sell voice and broadband by utilizing people who were selling credit cards, AVON Products, insurance, and the like. This revolutionary informal sales team was another PLDT success. Mr. Enriquez was able to cut down expenses effectively in half; owing to the commission basis these individuals were paid.

Successful in Manila, Mr. Enriquez was tasked to take the formula nationwide. “Later on I called these third-party sales people working on commission ‘Commissioners’,” he quipped. “And they were happy about it.”

tHe JouRney towARds eRos

After he successfully revolutionized PLDT sales, he returned to handling billing, credit, and collection for the company. Around that time, PLDTs EVP and Head of Enterprise and International & Carrier Business, Mr. Eric R. Alberto (whom Mr. Enriquez knew from a shared banking background) assessed that there must be a “transformation” in the corporate world both in end-to-end process control compliance and operations. From there on, Mr. Enriquez was named by Mr. Alberto as the Corporate Business Risk Operating Officer, in charge of enforcing control functions checklists and Enterprise risk management assessments across all workgroups under Mr. Alberto’s domain.

From previous experiences, Mr. Enriquez knew the value a model provided in ensuring that whatever they do must be measureable and quantified. Otherwise, it would simply not be accomplished.

He also emphasized the need to always “check what to expect”. “When you make a program, such as a sales plan, you make sure that it is backed by activities and execution, rather than just a broad concept. I personally check that the program’s activities are done well and on time—doing it right the first time all

the time. That’s what I always say to everybody.” He did this through an internal review management system, preventing people from committing the same mistakes even before the onset of external audits.

Mr. Enriquez shortly became the Head of EICB Revenue & Operations Support Group, commonly known inside PLDT as EROS, supporting PLDT ALPHA Enterprise and PLDT SME Nation.

He describes EROS as one of PLDT’s key pillars. Simply put, EROS’ functions can be summarized as three major tasks. Firstly, EROS must “watch the gates” of PLDT by controlling the quality of acquisitions, upgrades, and management. Secondly, EROS must “count the beans”, counting fulfillments, installations, and disconnections to the very end. Finally, EROS must “plug the holes”—closing gaps and checking that mistakes are not repeated.

kAizen And tHe futuRe

Throughout the interview, Mr. Enriquez stressed the importance of Kaizen, a Japanese term for continuous improvement. He explained that Kaizen can be achieved through self-empowerment, process simplification, and automation. PLDT’s Kaizen, according to Mr. Enriquez, must be less inward-looking and more towards shaping the market. In order to do that, PLDT must weigh the voice of the people, the voice of the process, and the voice of the customer. All must be “analyzed and calibrated” in order to achieve true operational efficiency.

Since the formal establishment of EROS in May 2012, Mr. Enriquez has been able to use the power of Kaizen in setting the standard for operationalization. “Our people can now deliver faster, with more quality and competence and at no increased cost,” he says. “Even if transaction and revenue volumes grow,

this doesn’t necessarily mean that the number of people needed to keep doing the job must grow as well.” Mr. Enriquez explained that PLDT does this by “turbo-charging” people, changing their mindsets and behavior through leadership role modeling, and not just through administrative orders.

Looking towards the future, Mr. Enriquez is quite optimistic with the Kaizen journey PLDT continues to take. “Throughout this journey, our leaders have become more mature and all these things we’ve talked about will be fulfilled through leadership and management,” he says.

“I am confident that our people, from the roof to the pillars, have become more mature in dealing with these changes of continuous improvement.” Spoken like a true Kaizen master.

the lAck Of cOmmOn

sense mAkes everything

All thAt much mOre difficult

2827 March 2013 March 2013

ExtraALPHA

I LL TAKE A BAD GOLF DAy.

IT S wORTH IT, sAys dAvid rizzO.wORk. LIVE.

ALPHA.dAvid Rizzo, President of

Teleperformance Philippines, is one of the country’s top leaders in the O&O industry. Appointed to his position in 2009, Mr. Rizzo is responsible for operations in China, Indonesia, Vietnam, Singapore, and the Philippines. Under his watch, Teleperformance Philippines grew to over 15,000 employees in 2012 and is now one of the largest single markets of its principal company, the Teleperformance Group.

Serious & FunDavid rizzo shares interesting insights to hOT JOE on how he excels in both his work and personal lives -- with the help of PLDT aLPha Enterprise.

3029 March 2013 March 2013

but Mr. Rizzo has more to him than merely a hard-driving

businessman – his life includes family, friends, and hobbies as well, and he says that dedicating time to these things makes him more effective at work.

“I'm not sure I have just one favorite hobby,” he said. “My favorite sport is American football. I’m a fan of the Washington Redskins - and whoever’s playing against the Dallas Cowboys!” However the sports he himself participates in are relatively less violent-- golf and scuba.

“I never take for granted the fact that here, in the Philippines, you can play all year round. Where I grew up in Washington DC this wasn’t possible, so I enjoy being able to play golf at any time of the year. And they always say a bad day at golf is better than any day at the office!”

He takes any chance to mix work with pleasure. “Any time I have the opportunity to mix golf and work is definitely a bonus. Fortunately, lots of my clients enjoy golf – it’s a good chance to work while enjoying fresh air and exercise.”

Scuba diving on the other hand, is his “complete escape” from work, to get away from it all. “The quietest place I can find is underwater,” he said, his eyes filling with visions of sea fans and pulsing schools of fish.

in A 24 hOur business like the bpO industry, Where yOur clients Are fOund in every time zOne, yOu hAve tO remAin cOnnected

AlwAys in touCH, on toP of eveRytHing

Modern telecommunications solutions, such as the ones provided by PLDT ALPHA Enterprise, enable the flexible work schedule Mr. Rizzo enjoys. He makes ample use of both fixed-line and mobile networks in order to get his work done.

“In a 24-hour business like the BPO industry, where your clients are found in every time zone, you have to remain connected - I don't have the luxury to be out-of-touch. And connectivity allows me to make better use of my time, because I don’t have to feel like I’m ever too far from the business!” And this is how a man who lives in every time zone achieves true peace of mind.

Mr. Rizzo credits PLDT for achieving this. “PLDT provides connectivity for the business across multiple sites and regions. It's that PLDT stability and reliability that allows me to get some sleep at night. And it’s critical to do that, to relax sometimes, otherwise both your home life and your business performance suffers.”

“Fortunately my boss at home, Mrs. Rizzo, makes sure I always make time for home and the family!” he joked.

Mr. Rizzo and PLDT ALPHA Enterprise collaborate in preserving the balance between work and pleasure absolutely critical for a well-rounded life – a balance carefully pursued by thousands of other executives in the country, all helped by PLDT ALPHA Enterprise’s complete suite of ICT solutions.

Mr. Rizzo finds enjoyment in watching and playing a wide variety of sports ranging from the on-field war of american Football to the quiet intensity of golf – and with access to the Philippines’ spectacular seas, he has developed a keen interest in diving.

32March 201331 March 2013

pldt,s impressive AnnuAl repOrt figures

shOWcAse the strength Of the pldt grOup, And fOrecAst future prOfits.

P35.5 BilliOn:PLDT’S REPORTED nET InCOME 12%

rise in repOrted net incOme frOm 2011.

number Of peOple in pldt’s cOmbined cellulAr subscriber bAse

69.9MilliOn

25.5M

25.5 million under smArt

28.4M

28.4 million under talk ‘n text

15.7M

15.7 million sun cellular

1ST

P67 BILLIOn& 2 yEARS

WhAt WAs spent On pldt’s netWOrk enhAncement

71% pldt’s 3g pOpulAtiOn cOverAge

1000 number Of OperAtiOnAl lte sites

54,000 kilOmeters length Of fiber Assets in plAce

14,000 kilOmeters AmOunt Of fiber-tO-the-hOme rOlled Out

100% hOW mAny Of pldt’s metrO mAnilA sites Are fiber And ip-reAdy

dOubled hOW much mOre internet gAteWAy cApAcity pldt bOAsts

fOur number Of internAtiOnAl cAble lAnding stAtiOns WhOlly OWned by pldt

EVERHIGHERtOtAl number Of brOAdbAnd subscribers

3.3 MilliOn how many more broadband subscribers pldt has in

comparison to competition2xtOtAl subscriber bAse fOr pldt’s fixed line sOlutiOns2.1 MilliOn how many more subscribers

pldt has compared to the competition3x

ALL THREE MAJOR InTERnATIOnAL RATInGS AGEnCIES.

pldt is the first cOmpAny in the philippines tO be grAnted An -investment grAde- rAting by

3433 March 2013 March 2013

there are not many telecom companies that can claim over a century’s worth of experience,

and also have the fire and flexibility of a young agile innovator. Avaya easily possesses both. Spinning off from Lucent as an enterprise-focused company 12 years ago, Avaya is known for its corporate-grade collaboration technology. Encouraged by the Philippines’ rising economic strength, Avaya set up its operations in the Philippines and has become a valued partner of PLDT. Ed Doctolero, Avaya’s Country Director for the Philippines, sat down with HOT JOE to discuss the evolution of Philippine enterprise organizations and what Avaya has to offer.

THE RIGHT PEOPLEAT THE RIGHT TIMEAvAyA discusses their plAns in the philippines

3635 March 2013 March 2013

All Avaya solutions are developed under Avaya’s guiding

philosophy: ‘The Power of We’. Doctolero describes it as, “Connecting the right people at the right time to drive enterprise to the right results.”

Avaya is a company completely dedicated to the enterprise; it does not have a consumer division, leaving it free to devote all resources to enterprise-grade business collaboration solutions. This laser-tight focus on a single field is Avaya’s key differentiator, leaving the company free to invest heavily in their R&D, which is devoted entirely to enterprise-grade communications.

Avaya’s cutting-edge technology and focus on R&D fits in well with rapidly growing Philippine industries. These solutions grow and evolve as their clients' communications systems develop. Thus, Avaya is banking on the growth and success of Philippine enterprise creating opportunities to utilize and appreciate Avaya’s advanced telecommunications products.

tHe eRA of tHe MoBile woRkfoRCe

Enterprise communications has evolved rapidly over the past few years, fueled by advances in different fields of technology such as the rise of cloud-based solutions, improved network hardware, and the increasingly popular trend of “Bring Your Own Device” (BYOD) and telecommuting/mobile workers.

Previously, collaboration solutions involved complicated phones hardwired on top of a mahogany table, restricting the users to the confines of their boardroom. But now, collaboration solutions need nothing more than a cellphone and a data connection for full-fledged video teleconferencing.

“You could spend three hours in traffic just getting to a meeting in Quezon City from your office in Makati – or you could set up a video-conferencing call on your mobile phone with a single tap of a button. I should note this mobile-phone conferencing solution requires low bandwidth, so it’s feasible for any situation and circumstance,” Doctolero enthused.

He also noted that there has been a dramatic increase in video-conferencing usage over recent months in the Philippines. “This year, we have been observing a call ratio of 20% video to 80% voice, as compared to a 10% - 90% split last year,” Doctolero added.

tHe Pldt investMent PAys off

The focus on mobile solutions dovetails neatly with PLDT’s own corporate strategy. PLDT’s mobile arm, SMART Communications recently had their network superiority confirmed by a third-party

consultant, Ericsson. SMART’s network rated highly on different key performance indices, including call setup success and dropped call rates. This follows a P67.1-billion PLDT network modernization plan which established new benchmarks for network resilience and redundancy.

Avaya’s advanced mobile telecommu-nication solutions take advantage of next-generation services such as Long Term Evolution (LTE). SMART is one of the first mobile providers in the region to offer commercial LTE, joining the ranks of advanced markets in Japan, Korea, Hong Kong, Australia and Singapore.

“THE FUTURE IS SOCIAL”aVaYa’s Ed Doctolero explains the newest, social-driven, BPO trends.

if yOu haVe One Bank that has the infRastRuctuRe tO call a custOMeR Back, cOMPaRed tO One that can’t, custOMeRs Will chOOse the OBViOus WinneR.

"the future is social"avaya's Ed Doctolero explains the newest, social driven BPO trends.

38March 201337 March 2013

one bank that has the infrastructure to call a customer back, compared to one that can’t, customers will choose the obvious winner. There’s a world of difference between banking interactions in the ‘70s and ‘80s as compared to today, and we have the solutions that enable these modern innovations.”

Voice recognition for thousands of calls and mapping them to customer profiles, banks' call-back systems, advanced speech analytics – all these solutions are very data-intensive applications. Doctolero praised PLDT ALPHA Enterprise’s network of VITRO Data Centers as a “necessary and important factor in any Philippine enterprise communication solution. The VITRO Data Centers, interconnected via PLDT's massive, powerful Domestic Fiber Optic Network, boast facilities certified

to international standard and rock-solid, earthquake/fire/storm-proof security”.

“Data centers are a very important and strategic part of these analytics. Avaya is the engine, but we need a facility that can handle the enormous volumes of data. Some customers also do not have the capex to invest in their own data center and are looking to providers who can do it for them,” Doctolero concluded.

With this formidable partnership, Philippine enterprises are assured that they will always be in touch with the right people at the right time. Such is the new enduring standard of modern collaboration.

betting big on the philippinesavaya's advanced telecommunications solutions can be utilized to their fullest potential only by developed industries - which avaya is wagering the Philippines will have.

Doctolero expressed enthusiasm about Avaya solutions tailored for BPOs – a vital industry sector in the Philippines, now a world leader in business support functions. However, with the peso gaining in strength – thus lowering the Philippines' cost advantage against other countries like India and China - and companies expecting more from their BPO partners, many believe that the Philippine Outsourcing and Offshoring (O&O) industy must evolve in order to keep its position. Avaya, which holds a double-digit market share in the BPO sector, has been of great help for them to realize their full potential.

“The reality is the Philippines can no longer rely on global labor arbitrage to make our call centers economically appealing. You have to go up in value, into providing analytics, real ways to improve

the business. Instead of just people answering telephones, you provide a complete ecosystem,” Doctorlero warns.

tHe futuRe is soCiAl

He also expressed his thoughts on future BPO trends including the true synergy of operational analytics and business intelligence solutions. He said, “Social networks are being considered by contact centers as a way to enhance customer experiences, and so enterprises are integrating social media into their infrastructure. We offer contact centers the technology for these value-added services, including analytics software. These are important strategic tools for evolving the customer experience and studying results or outcomes.”

Avaya is also developing speech analytics solutions for the BPO industry, which Doctolero thinks will be proven as very valuable. “For example, a BPO servicing a bank may notice more inquiries than usual about ATMs in a certain area. The BPO advises the bank, suggesting strategic ATM locations based on analytics of inquiries. Advanced voice recognition may soon be good enough to automatically register a caller simply from the sound of his or her voice, pulling up relevant information with no need for an agent to manually enter it – such as customer profiles, past records, or credit card numbers,” he emphasizes.

Avaya also services most of the major banks in the Philippines. “Banks are very customer service-intensive, so we address their need to enhance customer interactions,” he explained. “If you have

cOnnecting the Right PeOPle at the Right tiMe tO dRiVe enteRPRise tO the Right Results.

4039 March 2013 March 2013

WERE YOU THEREWERE YOU THERE

WereThereYOU

it’s obviously not a surprise to anyone that when the Apple

launched the iPhone 5, it was met with the excitement and elation iPhone launches have always been known for.

That is why it was such a joy for PLDT and SMART executives to see the gleaming eyes of their enterprise customers once they received their iPhone 5 devices in an exclusive event last December at Arcama in Taguig. PLDT ALPHA Enterprise clients, as well as PLDT SME Nation “Bossings”, were among those in attendance as they were eagerly waiting for the time they’ll finally get their hands on Apple’s latest mobile device, connected to the nationwidest network of SMART.

What made this event more special was that even PLDT and SMART Chairman, Manuel V. Pangilinan, made a special appearance. His presence assured everyone that the much-acclaimed iPhone 5 finally had the right network to optimize its celebrated features.

“This is certainly an exciting night for us, as we come together to welcome the arrival of the new iPhone 5,” said PLDT FVP and Head of PLDT ALPHA Enterprise and SMART Enterprise Sales and Marketing Head Jovy Hernandez. He added that “Such a feature-packed phone needs an equally efficient service provider to provide you with the best mobile experience, and this is what we are delivering with our ultra-exclusive enterprise iPhone 5 plans. There’s no better time than now to take a bite into the better network with the iPhone 5 now available from SMART.”

PLDT and SMART pulled out all the stops in making the iPhone 5 launch one of the most memorable launches in recent memory. Enterprise clients will be assured that once the next iPhone launches-- hopefully in the near future-- it will be met by PLDT and SMART with the same glitz and glamour as this recent one. Maybe even better.

TAKInG A BITE OF THE SMARTER nETwORKSMART’S nATIOnwIDE IPHOnE 5 LAunCH COunTS DOwn TO A HOLIDAy CRESCEnDO

1. arriving early at nationwide venues, eager customers awaited the launch of the SMarT iPhone 5.

2. PLDT Group chairman Manuel V. Pangilinan draws one of the lucky winners of the brand new SMarT iPhone 5.

3. PLDT FVP and head of PLDT aLPha Enterprise and SMarT Enterprise Sales and Marketing head Jovy hernandez with SMarT Enterprise Product Marketing head chet alviz

4. Jaybee angeles of SMarT hands over a brand new iPhone 5 to hans Montenegro

5. Brian Ng, rene Morta, Sam Dela cuesta, Jay Lagdameo, John Lennox-Lancaster, Markku Nieminen, and Sandy roque

6. Mr. and Mrs. Magsuci and Mr. and Mrs. raffy David

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WERE YOU THEREWERE YOU THERE

lAst February 24, 2013, leading IT managers across

different industries gathered at the Makati Ballroom of the Makati Shangri La to learn more how PLDT, partnered with Cisco, has embarked on “strengthening the country within and expanding capabilities beyond”.

Guests were treated to three insightful presentations that perfectly complemented their sumptuous dinner. First off was Mr. Vasanth Raghavan, Cisco’s Senior Product Marketing Manager for Cloud and Managed Services, with a presentation that discussed Cisco’s latest innovations and solutions for enterprises. PLDT ALPHA Enterprise Senior Product Manager, Ms. Irene De Guzman, followed Mr. Raghavan’s presentation by illustrating how PLDT’s unprecedented network is now stronger at the core with the Cisco-powered IP Backbone (IPBB), which is transported to end users via the PLDT Digital Fiber Optic Network (DFON). Ms. Dani Gil, PLDT Business Manager for International and Domestic Data Product

Management brought the discussion into a more global perspective by highlighting PLDT’s unparalleled international network reach with its multiple points of presence (POPs), cable landing stations, and world-class resiliency via the Managed E/IPLC System.

The night was put to a close by Mr. Vic Tria, PLDT VP and Corporate Business Solutions Head, delivering the closing remarks. He thanked both the speakers and the guests for this momentous occasion and assured the audience that “whatever innovations and synergies we optimize together with our partners, such as Cisco, we pass it directly to you, our clients.”

Of course, tons of prizes were raffled off with lucky guests receiving Samsonite Backpacks, Portable Speakers, Apple TVs, and the much-sought-for Apple iPad Minis.

Good food, intelligent conversations, and fabulous prizes. PLDT ALPHA Enterprise sure knows how to make a simple Wednesday evening more than meets the eye.

KEEP COOL, CALM & COnnECTED

STREnGTHEnInG THE COunTRy wITHIn, ExPAnDInG CAPABILITIES BEyOnD wITH PLDT ALPHA EnTERPRISE

1. The evening kicked off with a very informative presentation from cisco’s Senior Product Manager for cloud and Managed Services, Vasanth raghavan

2. IT Managers across different industries listen to the numerous insights from the speakers’ presentations

3. Johnroe Guray and Bambie Santos with Jay Lagdameo

4. PLDT aLPha Enterprise Team with Vasanth raghavan

5. Jeff Mendoza with the two apple TV winners

6. Irene De Guzman talks about the cisco-powered IP Backbone

7. Vic Tria with Mr. and Mrs. Sonny Banwari

8. Dani Gil brings the conversation into a more global perspective with PLDT’s stronger and more resilient international presence

9. David Lim, Irene De Guzman, Vasanth raghavan, and Vic Tria with the winners of the iPad Mini

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43 44March 2013 March 2013

WERE YOU THEREWERE YOU THERE

there’s nothing like a night at the

movies – especially in one of the Philippines’ top private cinemas.

PLDT ALPHA Enterprise recently partnered with Ayala Cinema’s MyCinema to treat guests for exclusive private screenings of two recent box-office hits. First was the critically acclaimed musical Les Miserables, held last January 24 and 25. This was followed by the action-packed A Good Day to Die Hard, which was held on February 13.

The guests enjoyed a premium movie-watching experience in a luxurious and well-appointed theater; they were also treated to informative talks, full of valuable insights for their own businesses, from two of PLDT ALPHA Enterprise’s most valued partners. Prior to the Les Miserables screening, AVAYA’s Prem Kumar, Regional Sales Leader for Video, and Rene Valladolid, Regional Sales Leader for VBU, gave an enlightening presentation on how AVAYA’s suite of

collaboration solutions allow enterprises to make smarter decisions wherever their team members may be, on whatever device they may have. For the A Good Day to Die Hard screening, OneAccess Network’s Franck Lespayandel, Regional Director for Asia Pacific, and Maxime Bourrel, Senior Product Manager / Product Marketing for Voice and Added Value Services, revealed how Integrated Business Communications provide responsive solutions to the needs of both Large Enterprises and SMEs.

With the success of these two exclusive screenings, there’s no stopping PLDT ALPHA Enterprise as it brings the best of the silver screen to ALPHA clients. Who knows? Maybe your next movie date will be with PLDT ALPHA Enterprise. Pass the popcorn please.

ALPHA AT THE MOVIESPLDT ALPHA EnTERPRISE TREATS CLIEnTS TO THE LATEST HOLLywOOD FLICKS

1. Prior to the movie, guests were treated to insightful presentations from avaya and Oneaccess.

2. PLDT aVP and head of North Luzon corporate Business Dennis Magbatoc, PLDT Product category head for Enterprise Voice Fay Ocampo, and PLDT Senior Manager and corporate relationship Business head Jeff Mendoza

3. Guests smile for the camera prior to the show.

4. PLDT aLPha Enterprise clients were indulged with exclusive screenings of latest Hollywood films.

5. at the end of the event, guests also received goodie-bags care of aVaYa.

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ALPHA GOES

fOrging bigger And better relAtiOnships thrOugh the brAnd neW pldt AlphA enterprise Website

hAs the inevitable arrived? Websites, blogs, and social media pages may have already eclipsed

traditional media, due mainly to instant availability, relative accuracy, high engagement, and unbeatable currency. Just recently, Newsweek published its last print edition. And with everyone and everything going mobile, we may be consuming news and entertainment on handhelds just as much as on desktops.

OnLInE

4847 March 2013 March 2013

To serve client relationships as new media has taken over, the PLDT ALPHA Enterprise Website was formally launched last December 2012. “The new ALPHA website gives us an unprecedented opportunity for continuous client interaction as well as collaboration,” says PLDT FVP and Head of PLDT ALPHA Enterprise and SMART Enterprise Sales and Marketing Head Jovy Hernandez.

Designed with the client first in mind, the website is not just made to fly on the latest desktop browsers but also on smartphones and tablets, allowing users to get the latest product information and “ALPHA lifestyle” news wherever they may be.

The PLDT ALPHA Enterprise Website features easy-to-understand, neatly categorized product pages that inform current and prospective clients alike about the perfect PLDT ALPHA Enterprise solutions for business. They also get the latest in ALPHA-related news through the ALPHA Channel -- everything from product launches to sporting events. And for those who are looking to get both current and past releases of the Hot Joe Magazine, the PLDT ALPHA Enterprise Website features downloadable PDF versions.

If users need to look for a particular PLDT ALPHA Enterprise product or service -- like PLDT Cloud, for example -- the PLDT ALPHA Enterprise Website’s search feature on the upper-

right corner of every page offers instant feature information as well as relevant news items concerning national or global trends.

Users can also easily print out or choose to share pages with friends or colleagues. The sidebar of each product page and ALPHA Channel article has a “print this page” button that generates a printer-friendly output, and a “share” button that allows users to e-mail it to their colleagues or post in personal blogs and social media accounts. And for those who want to know more about specific PLDT ALPHA Enterprise solutions, all they have to do is enter their information on the website’s contact page and a PLDT ALPHA Enterprise Relationship Manager will promptly get in touch with them.

Further commenting on the power and potential of the PLDT ALPHA Enterprise Website, Mr. Hernandez stresses that it “is just our latest effort in putting client relationships first by providing more dimensions in value, quality, and service above and beyond the traditional role of service provider or vendor.”

The PLDT ALPHA Enterprise Website indicates a continuing mission to become Philippine enterprise’s end-to-end trusted expert ICT partner. And it is set to evolve even further, with features and expanded services in the pipeline that will surely delight and empower future users.

Keep in touch with PLDT ALPHA Enterprise. It’s even easier today, just bookmark and visit pldtalpha.com.

feAtuRe RiCH

seARCH. PRint. sHARe. engAge.

MoRe AlPHA feAtuRes AHeAd

ALPHA AT YOUR FINGERTIPSThe new PLDT aLPha Enterprise website is also mobile-friendly, allowing you to check up on aLPha anytime, anywhere.

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AiM tAPs Pldt AlPHA enteRPRise foR iCt solutions

The Asian Institute of Management (AIM), the premier business school in the re-gion, has tapped PLDT ALPHA Enterprise to provide high-performance ICT solutions for the upgrading of its systems.

Citing the leading telecommunications company’s impressive network infrastructure and massive bandwidth capabilities, AIM

has entrusted PLDT to deliver high levels of ICT connectivity to its constituency both in the Philippines and in other countries in Asia Pacific. An upgraded PLDT iGate solution will provide students with faster access to relevant information and current activities, and enable alumni to watch campus events streamed real-time. PLDT will also provide PABX to enhance AIM’s communications systems.

AIM is the Asian pioneer in interna-tional management education, established in 1968 with the Harvard Business School. With clientele and alumni worldwide, the institute designs its masters and executive programs to develop practicing managers in Asia’s emerging markets.

Caught onPage

Shown in photo are (from left): PLDT executives composed of Jovy I. hernandez, FVP & head of corporate Business Group; Eric r. alberto, EVP & head of Enterprise and International & carrier Business Group; Napoleon L. Nazareno, President & cEO; and rcBc Executives helen Y. Dee, chairperson; Lorenzo V. Tan, President & cEO; and Dennis c. Bancod, SEVP & head of IT Shared Services and Operations Group.

PAsCuAl lAB enHAnCes Business effiCienCy witH Pldt AlPHA enteRPRise

Pascual Laboratories, Inc. (PascualLab) has tapped PLDT ALPHA Enterprise to provide IP VPN (Virtual Private Network) services that will improve business communications for one of the country’s top Filipino-owned pharmaceutical companies. This service is a big boon given the pharmaceutical company’s multi-location workforce, which requires improved connectivity and flexibility; the ICT infrastructure project also supports PascualLab's most critical business process improvement initiative, the on-going implementation of the Enterprise Resource Planning (ERP) system. Aside from IP VPN, PascualLab will also provide its field workforce with a reliable mobile communications system with the help of SMART Enterprise.

PLDT’s corporate mobile business arm, SMART Enterprise, has been tapped to deliver more than 200 post-paid lines for PascualLab’s subsidiaries, which come with the Samsung Galaxy Tab2 device as well as the M2M Pharma via PocketWISE mobile application that includes features such as Sales Call Entry, Call/Coverage Monitoring and Contact Management.

PLDT aVP and corporate relationship Management head Precy Katigbak, and PascualLab President and cEO Manuel Salazar (4th and 5th from left, respectively) with (from left) PascualLab IcT Infrastructure Manager Kristoffer Po, PLDT relationship Manager Eena Samonte, PLDT corporate relationship Business head Jeff Mendoza, PascualLab VP for Operations Jappy Pascual; PascualLab cIO and IcTD Director Engr. Felix Narito, Jr., and PascualLab corporate communications Director Mia Pascual-cenzon during the formal contract signing held at the PascualLab head office.

Photo shows (from left) Mitch Locsin, PLDT Vice President and corporate relationship Management head; Jovy hernandez, PLDT First Vice President and head of PLDT aLPha Enterprise; Dr. ricardo Lim, Dean of aIM; and Victor Tan, aIM Vice President for Finance and administration during the contract signing held at the PLDT head office.

ePeRfoRMAx MAkes tHe sMARteR switCH

SMART Enterprise, the mobile corporate arm of PLDT, has been tapped by ePerformax to enable the wireless communications needs of the top Filipino BPO company. With SMART Enterprise providing superior wireless services, ePerformax will enjoy enhanced communications within the organization,

empowering the company to build a stronger family and engage with its 4,000-plus employees.

The new partnership is also aligned with ePerformax’s continued commitment to growing its business in the Philippines, where it has enjoyed ten years of solid performance and leadership in the industry. The company has demonstrated substantial faith in this country as a choice BPO destination; to date, the Philippines is the

only offshore destination for ePerformax, and it seems its optimism is set only to grow further.

Photo shows (from left) SMarT Enterprise Product Marketing head chet alviz, PLDT aVP and corporate relationship Business head Joy hilao, PLDT VP and corporate relationship Management head Mitch Locsin, ePerformax President & cEO Teresa D. hartsaw, ePerformax contact centers & BPO chief Operating Officer Dennis Lindley, and ePerformax VP for Finance and hr ricky Santiago at the formal contract signing.

RCBC enHAnCes netwoRk seRviCing CAPABilities witH Pldt.

Rizal Commercial Banking Corporation (RCBC) has partnered with Philippine Long Distance Telephone Company (PLDT) to bolster its network solutions capabilities, expand its customer base and provide enhanced products and services. PLDT is providing 600 Apple iPads, equipped with SMART’s Unlimited Data Plan, for RCBC’s Business Managers nationwide, enabling them to be more responsive to the needs of their clients and customers. Furthermore, the telecom giant has equipped RCBC’s offsite ATMs and Business Centers with Internet Protocol Virtual Private Network (IP-VPN) connections that deliver greater network security and drive business growth. These developments are in line with RCBC’s increasing emphasis on information technology as a business platform for customer acquisition and operational efficiency.

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Pldt HonoRs newly CeRtified PRofessionAls

PLDT has once again demonstrated its commitment to honing the skills and capabilities of its people as it honored employees who successfully acquired ITIL and MEF certifications. These milestones are a significant achievement for PLDT, which sees its employees as partners in strengthening the company’s position as the dominant service provider.

ITIL (Information Technology Infrastructure Library) is a set of industry best practices for delivering IT services to enterprises. On the other hand, the Professional Certification Program of the Metro Ethernet Forum (MEF), considered the defining body for Carrier Ethernet, is the industry standard validation of a telecommunications professional’s expertise of Carrier Ethernet technologies.

These milestones are reflective of PLDT’s continuing drive to provide its people with opportunities to further develop their competencies and enhance their expertise to global standards,

enabling the telecom leader to deliver on its promise of offering unparalleled levels of service and support to its clients. With ITIL certifications, PLDT is now better prepared to provide expert guidance to organizations on how to use IT as a tool to facilitate business change, transformation and growth. On the other hand, PLDT’s MEF-CECPs now possess superior knowledge not only of Carrier Ethernet standards and technologies but also of its proper applications.

Photo shows PLDT’s newly certified MEF and ITIL professionals with PLDT executives led by EVP and head of Enterprise and International & carrier Business Eric r. alberto (back row, 4th from left), FVP and head of Enterprise, International and carrier Business revenue and Operations Support Group cesar Enriquez (back row, 3rd from left), FVP for human resources Management and Development Emiliano Tanchico (back row, 5th from left), and VP for Training, Development and career Management alexander Kibanoff (back row, 6th from left).

Photo shows hernandez and alingog (2nd and 3rd from left, respectively) with PLDT VP and corporate relationship Management head renato castañeda (leftmost), and Pr Savings Bank Chief Operating Officer Carlos Pasion (rightmost) during the formal contract signing held at the PLDT head office.

PR sAvings BAnk CHooses Pldt AlPHA enteRPRise

PR Savings Bank has tapped PLDT ALPHA Enterprise to provide a range of business solutions that will help sustain the thrift bank’s fast growth. Under the service agreement, PLDT ALPHA Enterprise will connect the bank’s 46 regular branches and 46 off-branch offices through its IP-VPN and Metro Ethernet services. PLDT’s iGate solution also provides PR Savings

Bank with a dedicated Internet access that delivers high-speed, diverse, reliable and managed connectivity to the global internet. The bank also availed of colocation services via PLDT’s VITRO Data Center.

“We added these services to those we are already enjoying from PLDT because these are natural transitions once you are satisfied with the basic services,” shared PR Savings Bank President and Chief Executive Officer Roberto Alingog. “We look forward to subscribing to more

solutions from PLDT in the future, which will help us as we expand our operations.”

“We are delighted to support PR Savings Bank by providing topnotch solutions that will help them improve customer service delivery,’ said PLDT First VP and PLDT ALPHA Enterprise Head Jovy Hernandez. “These services will certainly enhance the bank’s capabilities to provide for the banking needs of their ever-growing clientele.”

Shown in photo are (from left) Engr. Felix Narito Jr., PascualLab Chief Information Officer and ICTD Director; Boyet arellano Jr., Pascual Pharma corp. Vice President; Virgilio Gomez, aDP and Pascual Pharma corp. President; Jay Lagdameo, PLDT VP and corporate relationship Management head; Debbie Ledesma, SMarT Enterprise Business Manager; Jeff Mendoza, PLDT Senior Manager and corporate relationship Business head; Eena Samonte, PLDT relationship Manager; and Jaybee angeles, SMarT Enterprise Product Manager

AdP PHARMA And PAsCuAl PHARMA MAke tHe sMARteR switCH

ADP Pharma and Pascual Pharma Corp., subsidiaries of one of the country’s top Filipino-owned pharmaceutical companies Pascual Laboratories, Inc. (PascualLab), recently made the SMARTer switch, signing with the nationwidest network to capitalize on SMART’s M2M Pharma via PocketWISE application. Specifically tailored for the pharmaceutical industry, SMART M2M Pharma via PocketWISE features a host of mobile efficiency modules such as call-planning functions, access to a database of doctors, inventory management with near real-time updates on stock, and performance monitoring. All of these functions are made possible with SMART’s nationwidest cellular network, featuring a seamless, easy deployment with a single point of contact.

With the partnership, ADP Pharma and Pascual Pharma Corp.’s medical representatives will receive a SMART Broadband-enabled tablet PC to access all the SMART M2M Pharma via PocketWISE efficiency modules. This is projected to have a positive effect on their productivity and flexibility, as they will be able to go anywhere and remain as capable as if they were at their own desktop machines.

5453 March 2013 March 2013

In this section, hOT JOE puts on its Tech Forecaster hat and takes a look at the future.

GOING&Coming

Food trucks used to be – and in many cases, still are – thought of as cheap, dodgy places to grab some chow, with the added excitement of potential food poisoning.

But there is a veritable food truck renaissance flowering all over the world. Now, food trucks (also called mobile kitchens) are offering genuinely delightful (and safe) menus, capitalizing on economic factors, technological advances, and the trend of spruced-up street food chic. In 2010, Los Angeles officially recognized food trucks as dining places by requiring them to obtain health inspection grades just as brick-

and-mortar restaurants do. By 2011, Zagat’s even added a Food Truck section to their famous reviews list.

In the United States, birthplace and stronghold of the food truck phenomenon, the food trucks offer a wide range of edgy, delicious food, ranging from Sicilian pizza to Chinese dumplings to artisan ice cream. And now Manila is getting in on the action, with the Cucina Andare (Kitchen-on-the-Go) held in Glorietta Park every weekend, featuring Filipino food trucks selling gelato, shawarma, burgers, tacos and ramen.

A day at the spa has always been the quintessential ‘girls’ day out’ treat, but in fact more and more men are indulging themselves with spa treatments as well. The SpaFinder Wellness annual report, which was compiled by some 100 researchers, reported that more men have been going to spas for several years, and that is expected to continue in 2013. In addition to massages, more men are seeking a manicure and pedicure, facials, fillers and so-called 'brotox' treatments. And spas around the world have taken notice of their new clientele – a wave of guy-friendly accommodations and even men-only spas have sprung up in response.

For example, the QT Sydney – a boutique hotel in Australia – has included a deliberately

old-school barber’s shop in their spa, where men can enjoy pampering that

is no-nonsense enough to not be

emasculating: wet shaves, facials, and a Green Tea Salt Scrub-massage-facial combo known as the Weekend Warrior.

At the Pearl Beach Resort & Spa in Bora Bora, they have more than mani/pedi combos – they offer cool Polynesian skin art to appeal to the male beach-goer. The Chiva-Som in Thailand has spa treatments and water therapy rooms tailored specifically for men. Some retreats also provide deep-muscle "sports massages," or a "sports buff manicure”. Even regular spas have made accommodations for male clients, such as using unscented oils, longer massage tables, and non-gloss nail polishes for those who want a mani-pedi without a glossy red aftermath.

fOOd trucks

spAs fOr guys

The technologies that are about to make a big splash in your worldCOMING

55 56March 2013 March 2013

Most hotel guests do not stay in their room for the entirety of their visit – they want to get out and about and explore their new surroundings. A concierge could only help them on their way and then wish them the best. But hotels are slowly finding that they can extend their services beyond their lobbies with their own custom apps. Loaded onto guests’ smartphones and tablets, the apps can feature maps of the hotel and the surrounding areas, with custom markers for tourist attractions; videos of the hotel; a guide to nearby restaurants; special customer service functions; loyalty program access, reservation forms, and remote check-in/check-out.

It’s a neat way to engender guest goodwill and ensure their stay is as enjoyable as possible – which means they will want to come back and stay with the hotel again.

In IT parlance, ‘Big Data’ doesn’t refer to hard drives full of movies and photos. It applies, very specifically, to data sets so large and complex that it becomes difficult to process using existing database management tools or traditional data processing applications. In this age of easy and powerful data-gathering tools, data sets are growing ever larger, and their benefits and importance are becoming increasingly obvious as well – not only in traditional fields of large data sets such as meteorology, genomics, physics, and biology, but in Internet search results, business informatics, and finance.

For example, when the Sloan Digital Sky Survey (SDSS) began collecting astronomical data in 2000, it amassed more in its first few weeks than all data collected in the history of astronomy. Continuing at a rate of about 200 GB per night, SDSS has amassed more than 140 terabytes of information. When the Large Synoptic Survey Telescope, successor to SDSS, comes online in 2016 it is anticipated to acquire that amount of data every five days.

On a more relatable level, Walmart handles more than 1 million customer transactions every hour, which is imported into databases estimated to contain more than 2.5 petabytes of data – the equivalent of 167 times the information contained in all the books in the US Library of Congress.

If you analyze data sets, especially looking for connections in a large set of related data rather than analyzing several smaller data sets individually, you can generate predictions and conclusions leading to more efficient work processes, insight into future trends, and of course breakthroughs in a number of scientific fields. The collection, storage, analysis and visualization of Big Data will become increasingly important in the coming years, and more and more tools to deal with huge data sets will be developed and used.

hOtel Apps

the crystAl bAll Of big dAtA

retiring in the philippines

With crystal-blue waters and sandy beaches, the Philippines has always been a popular tourist destination. Now, however, the government is encouraging foreigners not only to visit, but to stay – they’ve recently began aggressively courting foreigners to retire in Manila, relaxing the requirements for such a visa in order to encourage them to choose the Philippines as a retirement destination.

International Living recently included the Philippines in its list of “World’s Top Retirement Havens in 2013,” scoring high in ease of integration, healthcare facilities, and retirement infrastructure and a perfect 100% score in cost of living.

Data from the Philippine Retirement Authority (PRA) show a high concentration of foreign retirees in Makati City, one of the best-developed

areas of Manila. Angeles, close to Subic and the former American military base, is also popular with American retirees. The widespread use of English and Christianity being the dominant religion also help attract Western retirees. The Philippines is popular with Chinese and Korean retirees as well.

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As soon as James Cameron’s Avatar burst onto the silver screen in all its phosphorescent three-dimensional glory, Hollywood pundits and electronics manufacturers were convinced that 3D was here to stay and dominate. Cinemas frantically upgraded to 3D-capable screens and projectors. Video games and movies for the home were released on Blu Ray (which has the data capacity for 3D), and

the latest TVs had to promise 3D action in living rooms everywhere.

But the latest news is that 3D may be a sputtering fad rather than an evolutionary shift. Although in the beginning, films like Avatar and

Tron: Evolution raked in huge box office takes in their 3D incarnations;

things have shifted so that it’s now more usual for 3D movies to earn less than 2D versions. Polls showed that nearly 75% of American theatergoers considered the higher cost of 3D tickets “not worth it”

and would opt for cheaper 2D tickets given the chance. The world-famous Consumer Electronics Show in Las Vegas, formerly a bastion for 3D toys, was conspicuous on its focus on “ultra-definition”, massive televisions with 60–70 inch screens rather than the old hype on 3D sets. The lack of 3D in an event where it had formerly been widely celebrated was not unnoticed – tech blogs immediately began talking about the “Death of 3D”. Many, citing 3D-induced migraines and wallet woes, hailed this news with joy.

Of course 3D isn’t really dead – there’s been too much money sunk into it. And there are still new developments in the technology: better 3D screens, glasses-less 3D like the type used in mall displays and the Nintendo 3DS, 3D streaming video. But it seems less and less likely that it will ever be the omnipresent, ‘default’ setting for video entertainment that some people said it would be.

It seemed a good idea to the executives of McDonald’s – a social media campaign to advertise the fast food giant, using the Twitter hashtag #McDStories to invite users to share their heartwarming stories about their experiences with the Golden Arches. McDonald’s started it off with their very own #McDStories-tagged tweet, linking to a wholesome story about farmers who grew potatoes for McDonald’s French Fries. Unfortunately the hashtag took on a life of its own as disgruntled customers

and angry critics told their own decidedly anti-McDonald’s stories on the hashtag. It was a prime case study on the dangers of social media for companies.

"Within an hour, we saw that it wasn't going as planned. It was negative enough that we set about a change of course," Rick Wion, McDonald's Social Media director, admitted. Short lesson: the real owners of a brand are its customers, especially on social media.

It has become almost Holy Writ that an engagement ring must come with a diamond, the bigger the better. Diamonds, it was said, are forever, and they symbolized a commitment to the marriage that should last as long.

As a matter of fact, however, this ‘tradition’ dates from only the twentieth century and can be traced to the absolutely brilliant marketing campaign of the DeBeers Company, convincing women in the United States (which was, at the time, becoming the world’s foremost market for high-quality diamonds) that only an engagement ring with a true diamond in it would do - if their fiancés really loved them.

However, a small but growing number of people – both male and female – are opting for alternatives to diamond rings. Their objections are fueled by ethical concerns about diamond mining processes, over what sorts of regimes are supported by “blood diamond” profits, and disgruntlement about the ‘false scarcity’ of diamonds. Additionally, there is a growing movement that advocates alternate stones and rings – ranging from emeralds, rubies and sapphires to more offbeat stones like tanzanite and amethyst, and even stone-less rings made of materials like tungsten carbide and meteoric iron – simply for their uniqueness and their aesthetic appeal.

3ddiAmOnd engAgement rings

#mcdstOries And Other ill-fAted cOrpOrAte sOciAl mediA cAmpAigns Sushi buffets may be nothing but

a memory in the future unless dramatic steps are taken to curb the overfishing of global tuna populations. According to the International Seafood Sustainability Foundation, tuna populations all over the world are overfished. The BBC documentary ‘South Pacific’ showed how unless fishing rates were limited, populations of all tuna species could collapse within 5 years. The film featured massive Japanese and European tuna fishing vessels trawling South Pacific international waters – their home-waters were empty, having overfished their own fish stocks to the point of collapse.

Bluefin tuna is now so rare that a single fish weighing almost 500 lbs. fetched

1.8 million USD at Japan’s Tsukiji fish market. Here in the Philippines, tuna harvests are declining and the Philippine Fisheries Development Authority (PFDA)’s data shows that without foreign catches, the six tuna canneries of General Santos City would have had little to process. Mariano Fernandez, President of the local tuna canners association, noted that General Santos City now sees only about 300 – 400 metric tons of tuna per unloading – down from 2,000 metric tons in happier days.

tunA

What things are on the way outGOING

59 60March 2013 March 2013

GOING

HITSleeper

pldt AlphA enterprise Offers philippine enterprises An All-in-One disAster recOvery sOlutiOn fOr All their business cOntinuity needs.

fOr today’s interconnected enterprise, the Philippines was once a perilous land,

beset by storms, floods, earthquakes and volcanoes. On top of these ravages of nature, there are the technical dangers: power outages, equipment failure, sabotage and human fault – all threatening the modern concept of the “always on” business.

wE KEEP THE

LIGHTS On6261 March 2013 March 2013

PLDT ALPHA Enterprise has partnered with Symantec to engineer the best possible Disaster Recovery solutions, forestalling any emergency. Founded in 1982 by computer scientists on a US National Science Foundation Grant, Symantec is now one of the world’s largest software companies, providing security, storage and systems management solutions. PLDT trusts Symantec to safeguard their own data, which is why they also trust them to provide high-quality DR solutions for their ALPHA clients.

The VITRO-Managed DR Solution, powered by Symantec, is an all-in-one Disaster Recovery Solution. It incorporates a backup server, storage, backup software and license,

colocation space, power, and cooling into one package. It is all hosted at VITRO's network of Data Centers, so clients share the cost of hardware and colocation investments with other enterprise businesses. And with a scalable design, clients can easily increase their storage capacity without having to invest heavily on additional storage devices.

It is designed to be an enterprise backup with expandable storage with end-to-end “deduplication” for both physical and virtual environments. Using proprietary Symantec systems, it deduplicates on both the client and target side, making replication quicker, more efficient, and reducing storage space.

As technology advances at a breakneck pace, so too do tech-related liabilities. Fortunately, disaster recovery systems are also improving by leaps and bounds with technology. Future ALPHA offerings will include cloud-based Back-up Infrastructure where clients can back up files, increase and decrease storage capacity, and control back-up incidences on the fly. And the operating space of businesses will be all the more safe in the shadow of calamity or error—a distinct maturing of Business Continuity and Disaster Recovery.

This is especially true as delicate and intricate information technology systems govern the day-to-day operations of modern enterprise. Our increased reliance on computer networks, databases and online services exposes greater network risks, such as employee sabotage, cyber attacks, viruses, sudden loss of Internet service, and malfunctioning equipment. A single hour’s outage can entail millions of pesos in lost revenue, as well as a fatal blow to company credibility with partners and clients – a valid concern for enterprises, particularly the financial industry and Offshoring & Outsourcing firms.

According to a study conducted by technology research firm Gartner, only 35% of Philippine business process outsourcing facilities have a comprehensive disaster recovery plan, leaving the rest vulnerable to natural disasters and emergencies. During the recent habagat floods, services were widely disrupted, emergency supplies depleted, and communications hung in precarious balance. Polls showed that during the height of the monsoon rains, 47% of Philippine BPOs recorded an absenteeism rate above 25%.

Even giant companies like Disney’s Pixar are subject to data emergencies in any given workday, sans a natural disaster. Someone (names withheld to protect the innocent) at Pixar accidentally ran the “RM*” delete command on Linux and Unix workstations storing all the Toy Story 2 data. A year’s worth of work from 30 people was promptly deleted in 20 seconds. Adhering to Murphy’s Law, the local backup system had also been failing for a month unnoticed, so the film was well and truly gone. They were only saved from total disaster because the technical director had brought a copy of the data to his apartment for some homework. But corporations simply cannot count on lucky breaks as part of their business plan.

That is why a Disaster Recovery Plan (DRP), with a trusted ICT partner, is absolutely essential to companies that manage critical operations.

Disaster recovery is the ability to continue work after a major incident – whether it’s a disgruntled employee pouring window-cleaner into server equipment (which happened to a British firm recently) to typhoons like Ondoy. To be effective, a business should have a thorough and complete disaster recovery plan in place, understood by multiple people within the business and thoroughly tested prior to any actual disaster. Having a disaster recovery plan in place takes a little time and effort, but the peace of mind it brings and the ability to continue work after the

unthinkable are well worth it.PLDT's VITRO Data Center,

having earned several ISO certifications including the latest ISO 22301 (Certification for Business Continuity Management Systems), is eminently suited to help Philippine businesses with all their DR needs. PLDT boasts the widest network in the nation, a legacy of their multi-billion-peso upgrade. This nationwidest network interconnects multiple VITRO Data Centers, located in several strategic sites. It’s from this strong foundation of network excellence and multi-site reliability that PLDT ALPHA Enterprise offers their top-of-the-line Disaster Recovery solutions to leading enterprise clients.

Of philippine business prOcess OutsOurcing fAcilities hAve A cOmprehensive disAster recOvery plAn, leAving the rest vulnerAble tO nAturAl disAsters And emergencies.

Only

35% 6463 March 2013 March 2013

He who has never learned to obey cannot be a good commander.- Aristotle

Never tell people how to do things. Tell them what to do, and they will surprise you with their ingenuity.- George S. Patton

A society will be judged on the basis of how it treats its weakest members.- Pope John Paul II

I've searched all the parks in all the cities — and found no statues of Committees.- GK Chesterton

The tyranny of some is possible only through the cowardice of others.- Jose Rizal

Management of many is the same as management of few. It is a matter of organization.- Sun Tzu

In a way, success is fleeting. You succeed this time; then people say, “Well, when is the next success?” What you want is possibly to be a bigger success. So, you have every right to relish the moment of your victory, but bear in mind that after a few days the world is waiting for you to do more.- Manuel V. Pangilinan

The art of leadership is saying no, not saying yes. It is very easy to say yes.- Tony Blair

wORDS OF wISDOMfrOm sOme Of the greAtest leAders in histOry

A business that makes nothing but money is a poor business.- Henry Ford

6665 March 2013 March 2013

the bogey in the rear window will always be disruptive technology,

the game changer that threatens entire markets with upheaval or outright extinction. History is littered with the artifacts of disruption that, not surprisingly, are bits of old technology, or…older disruption.

Looking at any dusty pager or GSM phone, you realize they signify once – burgeoning markets, whose overnight demise were deemed remote or unimaginable. Imagining (and preparing) for the unimaginable – this is the point I drive at in relating technology and leadership today.

These are the days when external change comes at dizzying speed, with much of it driven by the business needs of our customers for improved productivity, efficiencies and ultimately a better bottom line. I think it is no longer sufficient for leaders to merely react nimbly to these external changes as they happen, but to predict them and reshape our organizations accordingly. The “leadership arsenal” still includes the classic attributes of accountability and integrity, as well as adaptation skill sets. But these have been overshadowed by our ability to foresee disruption several steps before it is upon us.

It’s easy to understand that disruptive technology disrupts only if we don’t prepare for it. But if we do, we can actually harness disruptive technologies to create new opportunities, products, or services. This way, we ride the wave of disruption instead of flail against it. We can use its momentum to drive growth and change from within, instead of plugging the holes that suddenly appear as rude awakenings.

This is how technology makes us even better leaders. We now appreciate the added dimension of informed foresight to plan for disruption. Executing it however, sounds a lot easier than it actually is. The next steps are rather more daunting – uprooting entrenched interests, dealing with internal politics, dismantling comfort zones.

That said, I know you are the best ones to lead your organizations through these adjustments. You’re in leadership positions for good reason, not least because you probably already accept the fact that it’s better to preempt disruption rather than be faced with vanished markets. Let anticipation of disruption come with resolve; it will always be relatively painful, but not necessarily as much as it was before.

LastSay

Of technOlOgy And

leAdership

Eric AlbertoEVP and head of Enterprise and International & carrier BusinessPLDT / SMarT

PLDT’s VITRO Data Center is now the first data center in the country to earn the ISO 22301:2012 Business Continuity Management System Certification, the new global standard for business continuity. More leading enterprises are using cloud and data center solutions to protect against extreme weather patterns, regional political instabilities, and natural disasters like earthquakes. Now is the best time for you to do the same.

VITRO provides the necessary framework to plan, operate, and control an effective Business Continuity Management System (BCMS), ensuring continuous operations in any disruptive incident. We’ve also got the widest pool of certified experts standing ready 24/7 to make sure that nothing should stop or hinder your business.

In the wake of uncertainty and the globalized demands of “always on” business, everyone is re-examining the true nature of Business Continuity. The answers are in VITRO.

Call: 88-ALPHA (25742)www.pldtalpha.comwww.vitro.com.ph

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BORn In fIRESHAPED ByExcELLEncE

PLDT ALPHA Enterprise: 2013 Anvil Award of Merit winner for Corporate Identity Program

PLDT ALPHA Enterprise gratefully accepts the Anvil Award of Merit from the Public Relations Society of the Philippines, recognizing us as one of the premier trusted brands in the country today.

We re-dedicate ourselves to the business of trust, delivering world-class products and solutions as the end-to-end trusted expert ICT partner to the Philippine enterprise. Let excellence live on! Call: 88-ALPHA (25742)

www.pldtalpha.com

ASC Ref Code: P147P031913P