Emmie V. Abadilla
The Philippine Long Distance Telephone Company (PLDT) is reorganizing its corporate structure into segments to further strengthen its wireless, fixed, broadband, Business Process Outsourcing (BPO) and media/content businesses.
As Group President and CEO, Napoleon L. Nazareno is overseeing the reorganization. He will remain as President and CEO of Smart Communications, Inc. but will devote more time and energy managing the comprehensive changes in the Group’s Fixed Line business.
Former President and Founder of Smart, Orlando B. Vea, is taking the position of chief Wireless Adviser to support Nazareno.
Effective January 1, 2008, all of PLDT’s revenue generation and customer relationship initiatives will be consolidated under the Customer Sales and Marketing Group.
The new group, to be headed by Ernesto R. Alberto (currently head of PLDT’s Corporate Business Group), will service three key customer areas residential, corporate and Small and Medium Enterprises (SMEs).
PLDT is creating a second Group, Customer Service Assurance Group, headed by Rolando G. Peña (currently Head of Network Services at Smart) to oversee all customer fulfillment services including customer service and network engineering.
The company believes the realignment is essential to achieve its goals of serving customer needs end-to-end and improving overall service quality.
Customer Service and Operations, meant to raise the quality of service to Corporate, Residential, and SME customers, will be a key unit under the Customer Service Assurance Group.
PLDT will also organize a separate Business Transformation Office to be headed by Victorico P. Vargas (currently Head of our Human Resources Group).
This group will oversee the overall change-management initiatives, including the smooth implementation of ongoing initiatives, especially the Next Generation Network (NGN) rollout.
Current Head of Network Services, George N. Lim and current Head of Retail Business Group, Menardo G. Jimenez, Jr. will assist Vargas in this initiative.
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