The steady transformation of Maynilad

Getting better and better

2 ripples July 2010 3Maynilad Water Services, Inc.

Editorial Note Features

Editorial Director : Cherubim G. OcampoEditor in Chief : Jennifer R. CasipitManaging Editor : Rosmon M. TuazonAssociate Editors : Mitchie M. Arcaina Reggie M. Indon

Correspondents: Paulo M. Catibayan, Tita V. Mancera, Sisenando T. Lampa, Yolanda C. Lucas, Diosdado N. Samia, Rodrigo O. Yabut, Elizabeth S. David, Roan M. Cortez, Lolit M. Lota, Tess M. Artiaga, Victorino M. Gamboa, Ryan B. Jamora

Circulation Manager : Grace A. Laxa

Ripples is the official publication of Maynilad Water Services, Inc. for Maynilad employees and friends. Ripples welcomes contributions, letters, photos, and artwork for publication. However, these materials become Ripples property and are subject to editorial changes. Send contributions to the Corporate Affairs and Public Relations Department, 2/F Maynilad Bldg., MWSS Compound, Katipunan Road, Balara, Quezon City; Tel. Nos. 981-3451 to 52; Email: jennifer.casipit@mayniladwater.com.ph and mayniladcapr@gmail.com

Steady transformation By Jen Casipit

It has been said that change is the only constant. No one knows this better than the typical Maynilad employee, who has been witness and contributor to the transformative programs that helped the company become more efficient and customer-focused.

This month’s issue of Ripples focuses on those changes. From the introduction of new technologies (Sahara equipment, automated meter reading, GIS) to the implementation of novel ways of rendering service (Agad Basa Bilis Imprenta, Tubig Now Pay Later), these changes have encouraged the Maynilad organization as a whole to basically do things differently so that excellence can be attained.

Change can be a good thing. It shakes up people from complacency and encourages innovative thinking. Recent company milestones reached are solid proof that Maynilad employees are up to the challenge.

Let’s continue riding the tide of change toward a fitter and better Maynilad.

Cheers!

IN THIS ISSUEJuly 2010

Rethink the way we do things. This has been the challenge of management to the organization since new owners took over the West Zone. And indeed, the years following that momentous event were marked with a lot of rethinking and redoing, as the company was whipped into better shape.

Taking stock of what has actually been accomplished so far, we have good reason to feel pride for a

job well done. The company has made great strides toward reaching its overall goals of operational and organizational efficiency, financial viability, and improved customer service and corporate image.

“Record-setting milestones have been achieved in such a short span of time as far as sales, collections, service coverage, and Non-Revenue Water reduction are concerned. Our corporate image has vastly improved,” observed Business Area Operations head Christopher Lichauco.

Of the significant changes implemented since 2007, Lichauco said the reorganization and capital infusion helped Maynilad become more responsive to its internal and external customers. “The CAPEX rollout helped us catch up on projects that needed to be done to meet the expectations of our new shareholders and the public. Also, the infusion of new human capital prepared us for the future.”

Maynilad also became more customer-focused with the move to outsource Call Center services, create a Key Accounts Department to help manage top private and government accounts, and develop new information channels such as the website, intranet, email blast, and Text Tubig (infoboard).

“These channels made it easier for customers to reach

2007 2008 2009 2010Setting the DirectionMaynilad president Rogelio Singson outlined the major strategies toward the company’s sustainable growth: Improvement of operational and organizational efficiency, shareholder value, customer services, and corporate image.

Strengthening FoundationsMaynilad’s bid to exit rehabilitation was approved after it settled all its foreign and MWSS loans—one of the fastest loan settlements by companies that have bounced back from financial crisis.

Enhancing ServicesImprovement in service levels are felt throughout the concession as Maynilad accelerated

its capital expenditure projects.

Preparing for the futureThe MWSS Board of Trustees approves Maynilad’s 15-year term extension application.

Maynilad begins operating the Putatan Water

Treatment Plant.

Maynilad when they have complaints, reports and queries,” said Customer Service head Carlo Comsti. “With email blast and Text Tubig, we can now broadcast interruption schedules real-time using a localized approach, and the information is received directly by customers.”

Comsti noted that, to an extent, the implementation of customer-oriented programs helped imbed a more customer-centric mindset among employees. “They are now more aware of the performance standards, and are trying to comply with the required resolution time. We have improved also in terms of soft skills like smiling, greeting the customer, using the correct tone of voice, and saying thank you after a transaction. However, there is still room for improvement.”

“There is now a stronger sense of pride among employees—an awareness that we are in a unique and fortunate position to change people’s lives,” Lichauco added.

The transformation of Maynilad is still a work in progress. To meet the long-term needs and objectives of the company’s different stakeholders, Lichauco said the strategy should still be to invest in new technologies and pursue the current initiatives of finding new water sources and future revenue streams.

“There is still some fine-tuning in the organization but this is all part of continuous improvement. Change is good because it takes us out of our comfort zones. And when we are out of our comfort zones, progress almost always happens.”

2010 GOLDEN METER AWARDEES

FEATURES3 The steady transformation of Maynilad4 Culture and the modern company6 New, Improved and Modernized9 Pusong Pinoy

PROFILE10 Working for a better Maynilad13 Young engineers and one high-tech equipment

NEWS5 RLS leaves Maynilad legacy of excellence17 Loida Nicolas-Lewis graces Maynilad Cadet Engineer Program graduation19 Maynilad honors its top vendors19 Maynilad offers promo to Muntinlupa residents

REGULAR COLUMNS12 Doc Ric Says Ward off the flu

14 Doing Right Employee actions and company reputation

15 NRW Watch Meter reading gets automated

16 Dong’s CornerWhen to send old pipes down the drain

18 Inflow, Outflow How we can contribute to the positive transformation of Maynilad

20 The Men and Women of Maynilad Health Management

5Maynilad Water Services, Inc.

Features

This is why Maynilad’s new management worked on increasing awareness of the company’s overall direction, infusing a sense of urgency, and stressing the importance of customer service.

A new marketing and customer-oriented mindset ensures that employees do not just listen and carry out the orders of their superiors. Rather, people are encouraged to have a sense of ownership for the business, work as a team, and think out-of-the-box when providing solutions to problems.

Setting a standard for excellence has likewise emphasized the need to deliver only the best performance on the job.

Taking these steps to improve the Maynilad culture has produced employees who work together to achieve company goals. Ultimately, it is the people that will embody the company’s mission and vision, as well as produce the profits needed to keep the business going.

“Technology can be bought. Strategies can be copied. But you cannot buy or replicate people and culture,” Hechanova said. —J. Casipit

Culture and the modern company

“Ituloy n’yo ang maganda nating naumpisahan.”

These were the parting words of former Maynilad president Rogelio L. Singson before employees who

gathered for the general assembly held at the Juan Luna Hall last July 1, 2010.

RLS, who resigned from Maynilad after accepting President Benigno Simeon Aquino’s invitation to join his Cabinet as secretary of the Department of Public

Works and Highways, stressed that the company’s goals are now within reach and it is the employees’ job to see that these are carried out.

“Pinaghirapan na natin ito. Nandidyan na yung nakikita nating ginhawa. Nakikita na natin kung gaano kasasaya yung ating mga nadalhan ng tubig,” he said. “Talagang napakasarap marinig yung kanilang pasasalamat sa pagpasok ng Maynilad sa kanilang lugar.

“Ito ay nangyari dahil sa inyong lahat, dahil kung hindi kayo tumulong, kung hindi kayo sumama sa aming paniniwala na kaya nating tahakin itong bagong landas para sa Maynilad, hindi rin mangyayari yung nangyaring ginhawa sa bawat customer natin,” he added.

RLS leaves MayniladLegacy of excellence

News

Times are changing, and changing with it are the ways in which Filipino organizations operate. Globalization and the need to stay strong in the face of competition are now forcing companies to get things done cheaper, faster and better.

During the general assembly, RLS shared the circumstances that led to his acceptance of the Cabinet post. He narrated how he was first contacted by the selection committee while attending a weekend retreat at Tagaytay. After considerable reflection, he finally agreed to meet with President Aquino at his house along Times Street in Quezon City.

Once there, he listened to the president’s expectations and was given a rundown of the new administration’s

strategies for growth. President Aquino acknowledged that the anti-corruption move in DPWH is something that cannot be done overnight, so he will give RLS time to address the issues that will improve the agency.

Despite the many disadvantages that will result with accepting the position, RLS admitted that the call to leadership and sacrifice, as well as the love of God and country, gave him the strength and resolve to make the difficult decision.

“First order of the day in DPWH is also culture change. And then we will go into operational efficiency,” RLS revealed, saying that he hopes to

see the same developments in DPWH as he did in the Maynilad organization.

RLS said he will continue to pray for Maynilad so that its employees will continue to strive for excellence.

“Itong kompanyang ito ay mananatiling maayos kung kayong lahat ay magsasama-sama—isang hila, isang direksyon—at ‘go for excellence’ pa rin. As I said, this cannot happen without the support of everyone. Lahat kayo mayroong papel sa pag-unlad ng Maynilad. You have to share the same mission that we’ve always set—the dual mission of public service and the fulfillment of our business goals.” —J. Casipit

“Technology can be bought. Strategies can be copied. But you cannot buy or replicate people and culture.”

4 ripples July 2010 5Maynilad Water Services, Inc.

Illustration by Mark Ferdinand Pasion

The many faces of RLS. On accepting the position with DPWH, RLS relates: “Sabi ni Sid (Consunji), ‘Yung isang regional director, kapapatay pa lang nung isang Linggo.’ Tapos sabi ni Mr. (Manny) Pangilinan, ‘Meron akong armored car, ipapahiram ko sa iyo.’”

In this new world of work, employees are taking more risks and becoming innovative.

“There is increased pressure among Philippine organizations to stay competitive and viable in a globalized world. I think more Philippine companies are aware of the need to benchmark and maintain international standards of quality and service,” said Dr. Ma. Regina Hechanova of the Ateneo Department of Psychology and Center for Organization Research and Development.

The good and the badGlobalization, Hechanova observed, brought on this major culture change not only in companies in the Philippines but also in other Asian countries. “The breaking down of world barriers and increasing use of technology has made the world more connected and global. These same factors are shaping our work values and environment. Companies rely more and more on communication technology to streamline operations and thus are requiring fewer workers. So we see more downsizing.”

Maynilad, as the only water and wastewater services provider in the West Zone, is not as vulnerable to market forces as are companies engaged in other types of businesses. Nevertheless, the growing emphasis on good quality service and healthy business relationships in today’s global economy calls for a reevaluation of Maynilad’s existing organizational culture.

“Innovation and creativity will, in the future, be one of the most important elements of

successful organizations,” Hechanova stressed,

adding that the Filipino culture of obedience

and lack of critical thinking skills may be the biggest challenge for many local companies.

Emphasis on customer service

Having the right culture is imperative

for a thriving business.

7Maynilad Water Services, Inc.6 ripples July 2010

Features

7Maynilad Water Services, Inc.

TECH TALKIn today’s fast-paced world, a company has to employ the latest technologies to improve its operations and services. Some of Maynilad’s recent initiatives in this area include the following:

Geographic Information System (GIS). There was a time when our engineers referred to the MWSS basemap/ index map for the location, material and size of existing pipelines. Maynilad Engineering head

Julius Iglesia said this index map was “manually drawn on 21-by-29-inch Mylar paper. There

are about 725 sheets of index maps for the whole Maynilad area.”

Thanks to technology, we’ve gone paperless after all such information has been migrated to the GIS database. Now, clients can easily access

voluminous data online, making the GIS an essential tool for operations, development planning and service improvements.

Updating the information is a work in progress, done in coordination with several end-users (Central Non-Revenue Water, Business Areas, Water Network, Central Laboratory) and headed by Program Management-GIS. A mobile GIS has already been deployed to field personnel in the form of a Pocket PC or personal digital assistant. The upgrading of this mobile GIS is now in the works.

Read and Bill. West Zone customers will soon enjoy instantaneous issuance of their water bills. Meter readers will be equipped with a portable rover and printing device that allow them to provide the Statement of Account to customers on-site, immediately after recording their consumption for the month. This speeds up the process of receipt issuance, which used to take two to three days.

Also called “Agad Basa, Bilis Imprenta,” the project is due for full implementation this year.

GETTING CONNECTED“Knowing is Half the Battle.” This G.I. Joe adage highlights the value of keeping your people well informed—a value Maynilad recognizes and invests in. The company aims to keep the Maynilad community in the know through its various means of communication.

Newsletter. The year 2010 welcomed the new and improved company newsletter, Ripples, which not only provides relevant information to Maynilad employees but also extends its readership to the company’s stakeholders.

InfoBoard. The Maynilad Text Tubig (Smart InfoBoard) is a way to reach out to employees and customers through the most popular medium in the country—the mobile phone. Upon subscription to Text Tubig (InfoBoard), consumers and employees are privileged to receive and send Maynilad-related information and activities.

Through its partnership with Smart Telecommunications, Inc., Maynilad sends out messages on water service interruptions and other advisories to Smart and Talk ‘N Text subscribers for free. Subscribers can also withdraw information from the database—such as Business Area locations

New, Improved and ModernizedBy Karmina Alejandro, Jen Casipit and Rosmon Tuazon

Out with the old, in with the new.

Maynilad vastly improved its operations and services when it began adopting new systems and technologies, building new facilities, and expanding to new areas. As times change, so does the way the company does things. Only in this way can the organization stay strong in the face of future challenges brought on by shifting trends and work processes.

Here are some of the recent changes that resulted in a much-improved Maynilad.

and water service application requirements—and send complaints and feedback for a mere P1.00.

Intranet. The company will soon be introducing the Maynilad Aqueduct, the company’s very own intranet system. An intranet is a private computer network that uses Internet protocol and technologies. It may be thought of as a private extension of the Internet, accessible only to Maynilad employees.

The Maynilad Aqueduct is a means of making employees know their product. Displaying relevant information on Maynilad’s projects, accomplishments and events enables people to know the operations of the company. Through its virtual library, the Aqueduct also helps develop employees by providing training materials, tests, as well as customer service tips.

It also provides an avenue for employees to make their voices count through its interactive features such as the scrapbook and the poll/survey section.

MORE THAN JUST A FACELIFTWhile building new facilities and modernizing existing ones, the company also seeks to make these structures distinctly Maynilad.

The rebranding of company buildings and offices involves the implementation of a design scheme that projects dynamism, professionalism and customer-centeredness consistent with the Maynilad brand. This calls for the standardization of colors, façade designs, and certain fixtures to improve customer service in the BAs.

More than unifying and improving the design of offices and facilities, the project mainly aims to enhance the public’s experience with Maynilad.

BA offices currently undergoing rebranding include North Caloocan, Valenzuela, Roosevelt, Malabon-Navotas, South Caloocan, Parañaque, Muntinlupa and Cavite. Next in line are the BAs based in the Arroceros Compound and the Fairview/Commonwealth and Novaliches/Valenzuela BAs.

La Mesa Water Treatment Plants are also undergoing a redesign befitting its status as an Integrated Management System-certified water treatment facility.

Continued on next page…

Alex Hernandez of the Tondo Business Area (BA) and Felix Bermudo of Cavite BA were the May and June 2010 awardees of Smart’s Zone Specialist (ZS) Incentive Program for having registered over 10% of the total accounts they

handle for the Maynilad Text Tubig (InfoBoard). They were each awarded with a Talk ‘N Text Starter Kit (including a mobile phone), P2,000 worth of pre-paid load, and a Talk ‘N Text T-shirt.

Set to run from April 15 to July 15, the ZS Incentive Program aims to encourage the company’s 314 zone specialists to actively promote the Maynilad Text Tubig.

Only specialists who have registered at least 10% of their accounts are eligible to win. The top achiever from each BA will receive the grand prize,

while the second to fifth placers will receive P1,000 worth of SMART load plus Talk n’ Text t-shirts.

With the incentive program, more than 3,000 customers and employees have subscribed to the Maynilad InfoBoard as of June 2010.Felix Bermudo of Cavite BA.

Alex Hernandez of Tondo BA

Hernandez and Bermudo bag Smart’s Zone Specialist Incentive Program award

9Maynilad Water Services, Inc.ripples July 2010

Features

8 ripples

Features

Love of country took center stage in Maynilad when we invited two notable personalities to share their thoughts on nationalism during the Leadership Talk Series for employees held last June 11 at the Juan Luna Hall—a day prior to the country’s Independence Day celebration.

Dubbed “I Love My Country, I Love the Philippines,” the event featured Alexander Lacson, author of

12 Little Things Every Filipino Can Do to Help Our Country, and Raymund Sy, a known motivator and leader for achieving group objectives and individual career/personal growth.

Both Lacson and Sy shared how they defied the odds to express their identity as Filipinos. Listening to that leadership talk gave everyone a good feeling about their nationality.

During the open forum, someone from the audience shared an interesting comment. He said that we Filipinos claim to be proud of our identity, yet we prefer to speak in a foreign language even when talking with our kababayan, imitate and import products rather than develop our own, and push our fellowmen to find employment overseas rather than creating jobs in our own land. “How then can we be proud of being a Filipino?” he challenged.

Our speakers agreed with him but pointed out that the language we use, whether local or foreign, should not stop us from loving our own.

My reflections after the forum were that, yes, I am proud to be a Filipino. The fact that we can speak a foreign language is a clear indication of how easy it is for us to adapt and excel, wherever we are. The way we speak and the way we dress are not the only things that define our being Filipino; rather, it is our fighting spirit and our undying hope for a better tomorrow.

With conviction I say, “I’m proud to be Pinoy!” And I have “Pusong Pinoy”—a heart that loves, a heart that fights, a heart that never gives up.

Pusong PinoyBy Khookie Bautista

TAPPING A NEW SOURCETo ensure supply reliability, there is a need to tap another source besides Angat Dam—reason why Maynilad invested in a new treatment facility that gets raw water from Laguna Lake.

May 30 saw the partial operations of Maynilad’s state-of-the-art Putatan Water Treatment Plant, providing potable water to an initial 4,585 households in Muntinlupa. It can produce 50 million liters per day (MLD) of water, and another 50 MLD by the end of 2010. Upon full operation, the plant can reach additional customers in Las Piñas and portions of Cavite.

The facility uses microfiltration and reverse osmosis to treat raw water from Laguna Lake. It has 14 units of microfiltration assemblies and six reverse osmosis assemblies.

PUSHING BOUNDARIESMaynilad has been aggressively expanding to the south area of its concession to gain new customers. It has particularly been gaining ground in BF Homes Subdivision, laying pipes for the area one enclave at a time.

Just recently, Maynilad finally got the go-signal to enter the Las Piñas portion of BF Homes. After a flurry of protests, court hearings and negotiations late last year, Las Piñas mayor Vergel Aguilar brokered the deal among the dissenting parties, finally giving Maynilad permission to service the need of residents.

With this development, at least 3,500 residents of BF Homes Las Piñas will start enjoying potable water from Maynilad come September 2010.

Anthony Tinsay, chairman of the Water Committee of the United BF Homes Owners’ Associations, Inc., said residents are jubilant because, “at last, potable water will soon be coming out of their faucets and showerheads and bath tubs.”

Meanwhile, as of June 15, Maynilad has spent more than P2 billion to replace old pipes in Valenzuela; increase supply in Tondo, Malabon, Navotas, and Quirino; and lay new pipelines to serve unreached customers in various portions of Caloocan, Novaliches, Pasay, Makati, Muntinlupa, Parañaque and Fairview. These pipe-laying projects have benefitted more than 116,000 households in these areas of the West Zone.

Microfiltration is a low-pressure cross-flow membrane process for separating colloidal and suspended particles in the range of 0.05-10 microns. MF is used for fermentation broth clarification and biomass clarification and recovery.

Reverse osmosis is a high-pressure, energy-efficient technique for dewatering process streams, concentrating low-molecular-weight substances in solution, or purifying wastewater. It has the ability to concentrate all dissolved and

suspended solids. The permeate contains a very low concentration of dissolved solids. RO is widely used in the desalination of seawater.

Source: http://www.niroinc.com/filtration/

filtration_technologies.asp

Modernized Maynilad... from page 7

Both speakers shared the many reasons why we can and should be proud to be Filipinos. Sy, who grew up in the United States, shared his experiences growing up in a foreign land. His recollections were quite entertaining as he pointed out certain things that only Filipinos do, such as having a tabo inside the bathroom and using a spoon when we eat.

His stories were funny, but they also drove home an important point—that is, we should be proud of being Filipino. Wherever we may be in the world, we should never feel ashamed to show our uniqueness as a people, as manifested in our values, practices, and even our mannerisms. Being a Filipino is not something we should hide; it just so happens that we have our own practices that don’t necessarily conform to those of other nations. We should find a way to make them respect our culture.

Lacson likewise shared his experiences during his many travels outside the country. He was not safe from discrimination for being Filipino, but he did not let this affect him.

Lacson and Sy share funny and heart-warming anecdotes of being Filipino.

REFLECTIONS OF A FILIPINO-LOVING FILIPINO

Wherever we may be in the world, we should never feel ashamed to show our uniqueness as a people, as manifested in our values, practices, and even our mannerisms.

Being a Filipino is not something we should hide. We should find a way to make other nations respect our culture.

The way we speak and the way we dress are not the only things that define our being Filipino; rather, it is our fighting spirit and our undying hope for a better tomorrow.

u

v

w

Photo shows (L-R) Las Piñas vice mayor Henry Medina, Maynilad president Rogelio Singson shaking hands with Las Piñas mayor Nene Aguilar, and other United BF Homeowners’ Associations Inc. officers.

9Maynilad Water Services, Inc.

How does microfiltration and reverse osmosis work?

10 ripples July 2010

Profile

While the word “change” generally causes some employees to go on panic mode, others see it as a welcome opportunity for improvement. The latter was clearly the case for our 2010 Golden Meter awardees, who embraced the call to rethink old ways of doing things and proceeded to excel in their respective job assignments.

Read on as these top performers talk about what makes them tick and how they maintain work excellence in the midst of corporate change.

Always smiling and swapping jokes with co-workers, Roel has a personality that can withstand a lot of stress. It’s a good thing, because the work that he does for the company is no walk in the park.

“I love that the people are generally kind and respectful of each other, that my boss and top management trust me to do what is right for the business and the employees, and that management looks after the welfare of all its stakeholders,” he revealed.

Winning the Golden Meter is among his career accomplishments that Roel looks to with much satisfaction. He displays his Golden Meter trophy at home, sharing his accomplishment with his wife and two daughters who have been very supportive and understanding, “especially for those nights when I went home tired and grumpy after long hours of negotiation.”

Roel sees change as a necessary step for Maynilad, especially since

Atty. Roel Espiritu: Be adaptable

It probably shouldn’t come as a surprise that Korina would be more accepting of change than most people. As head of Process Architecture under Information Technology Services, it is her job to implement projects that are anchored on system automation and procedural streamlining, which is a vital part of management’s change efforts for operational efficiency.

“The most challenging part of my job is ‘selling’ whatever new application or process we have developed to our intended end-users,” she said. “We have to manage our target clients’ expectations, provide all necessary trainings, and support them so they don’t feel incapable of utilizing or adopting the new system or procedures. All these fall under the development of a good change management strategy.”

Nevertheless, Korina acknowledges that a human’s first instinct would be to fear the unknown, hence the initial resistance to change. “We need to surpass this initial reaction if we want to survive. Let us not think of change as a threat to our employment, but rather as an opportunity to unlearn

Korina Monoso: Keep an open mindnot-so-efficient practices and to learn better ways of doing things,” she said.

Three years after reprivatization, the shift to a marketing mindset has already taken root in the company. This is a development Korina feels happy about, saying that the culture transformation and branding efforts have now given Maynilad a more clear-cut identity.

“Personally, I think change in the workplace is inevitable,” she noted. “Amidst the new technologies, new management paradigms and work cultures that are being introduced, we should be flexible and open-minded enough to embrace all these; otherwise we run the risk of becoming obsolete.”

the company has new owners with its own philosophy of conducting business. He said the holding of values formation seminars will benefit the company for the long term. “There is still a lot of room for improvement in the area of promoting a marketing mindset among employees,” he observed. “We have to do double time in training our employees to be more customer-centric.”

For Roel, change is done to achieve business goals and must therefore be studied well rather than implemented on a whim. “Change poses challenges that, when overcome, will bring benefits to both the owners and employees,” he said, stressing that people should be proactive in equipping themselves to become adaptable and ready to face changes.

Engr. Francisco Arellano: Go with the flow

Perhaps it’s a safe bet that Frankie has been more involved in Maynilad’s many change processes than any other current Maynilad employee. He headed the working team which privatized MWSS in 1997, personally witnessed through the complicated changes that followed, and stayed on when new owners came 10 years later with their own set of transitions and cultural transformations.

Through it all, Frankie’s attitude has been to focus on the positives. And this has obviously served him well because he was given the Golden Meter for his outstanding achievements on the job. That trophy now proudly sits on its own pedestal inside his home.

This particular award gives Frankie a sense of fulfillment because it’s a testament to his personal and professional advocacy of environmental protection. He likes to think of his department as the “stewards and cause champions of the environment.”

It’s not an easy job, but Frankie is quick to point out that life would be boring without upheavals of any kind—reason why he takes the idea of organizational change in stride.

For employees who have difficulty coping with change, Frankie has this to say: “Keep honing your skills. Continue to study, reinvent yourselves, and make a positive difference every chance you get.”

Frankie Arellano, international resource person on topics of water quality and biosolids.

Roel Espiritu enjoying downtime with his wife and kids.

11Maynilad Water Services, Inc.

Working for a better Maynilad2010 GOLDEN

METER

AWARDEES

By Jen Casipit

Korina thrives in the challenges that change brings to her work.

ripples July 2010 13Maynilad Water Services, Inc.12

By Ricardo Jose Miranda, M.D.

DOC RIC SAYS

Column Profile

Got some health and wellness concerns? Our resident medical expert, Doc Ric, will help you address these concerns to keep you in excellent shape.

Ward off the flu virusA spanking new Maynilad truck pulls onto a busy sidewalk. Young, green-clad engineers step out to assess the area and locate the nearest manhole. Then they cordon off a small portion of the street to give themselves some room to work.

Pretty soon, a group of curious onlookers surround the busy engineers as they pull out a series of weird-

looking contraptions from the back of the truck, which they proceed to assemble and insert down the manhole. Some of the engineers huddle around a computer monitor, while another walks slowly along the street toting more gadgets.

This is just another day at work for Maynilad’s leak detection engineers who have been given the extraordinary task of locating leaks in the pipe network using the company’s newly acquired Sahara® equipment.

Eight Maynilad engineers from the Water Network (WN) and Central Non-Revenue Water (CNRW) Divisions received training from the Pressure Pipe Inspection Company (PPIC) to operate this equipment for Maynilad. Sahara® Truck 1 is manned by Rolixto Jodieres Jr., Edison Dechavez, Mark Erwin Rodil, and Allan Nelson Ong; Truck 2 by Stephen Batac, Remegio Tiglao Jr., Remiel Millave, and Eric Nepomuceno.

For these guys, operating the Sahara® for the company is a great privilege, so it’s a job that they undertake to the best of their abilities. Jodieres admits, “Being part of the team, one should be committed to the program and be fit enough to take the stress of long hours of field work.”

The technology, Ong said, is easy to use because it’s very straight forward compared to other leak detection equipment in the market. Nevertheless, they have to exercise caution when using it in the local setting.

“Basically, we are blind to some of the features of our pipelines,” Rodil explained. “Most of the interconnections tapped during the time of MWSS were not reflected on the GIS map, so it’s difficult to assess actual pipeline configuration. It is part of the risk that we have to address.”

Batac noted that they’ve had to be innovative. “We sometimes have to device a way to redirect flow, with help from WN and Business Areas, in order to achieve requirements for the system. Working in dangerous areas where we need security personnel, listening in vain for leak sounds because we have lower

pressure compared to other PPIC project areas—it’s a good learning experience for all of us. Working in environments that are not the norm makes us better operators.”

In all, they find their current job assignment an exciting, learning experience. The fact that they also contribute greatly to the company’s NRW reduction drive is just an added bonus.

Dear Doc Ric:A lot of my officemates are getting sick with the flu because of the weather. Is there anything I can do to protect myself?—Health Nut

Dear Health Nut,

Flu or influenza is indeed commonly associated with the onset of the rainy season. You can catch it from someone who is sneezing or coughing, from close contact with someone who has flu, or from touching contaminated objects and transferring germs to your respiratory system. Its symptoms—which include high fever, headache, cold or cough, extreme fatigue, aches and muscle pain—usually disrupt routine activities at work and at home.

Anyone can catch flu. Being fit and healthy does not keep you from getting it. Hence, a yearly vaccination against the viral strains of Influenza is recommended before the onset of the rainy season.

But there are also other practical steps you can take to ward off the flu:

Drink at least two liters of water every day. Proper hydration is essential for strong immune system and overall health.

Eat fruits and vegetables. Remember to eat the recommended five to nine servings per day. Apples, in particular, have anti-viral properties, making it a great preventive remedy against the flu.

Stay in well-ventilated areas. Proper ventilation significantly reduces the concentration of pathogenic bacteria and viruses in the air. Opening windows is an easy and extremely effective natural ventilation technique.

Keep your distance. To reduce your chances of infection, develop the habit of keeping a good distance (about six feet) between yourself and others during a flu epidemic.

Wash those hands. Human influenza viruses can survive on surfaces up to 48 hours. Washing your hands often for 15 to 20 seconds with warm water and soap will help protect you from germs.

Avoid touching your eyes, nose or mouth. These are entry ports for flu viruses. Rubbing your eyes, nose, or mouth is a sure-fire way to get the flu.

Build your resistance and immune system. Get plenty of sleep, be physically active, manage your stress, drink and eat nutritious foods plus a vitamin C supplement.

Young engineers andone high-tech equipmentBy Jen Casipit

Alternative methods for flu prevention abound. You might want to try any of these natural remedies:

RAW GARLIC – it has antiviral properties so it kills viruses responsible for colds and the flu.

YOGURT – it has immunostimulatory effects. Eating yogurt on a regular basis can boost resistance to germs.

GREEN TEA – it has catechins, which have been shown to hinder replication of influenza virus.

Go natural!

Engineers preparing to use the Sahara® truck. (From left) Eric Nepomuceno , Remiel Allan Millave, Stephen Batac, and Remigio Tiglao.

For these guys, operating the Sahara® for the company is a great privilege, so it’s a job that they undertake to the best of their abilities. Jodieres admits, “Being part of the team, one should be committed to the program and be fit enough to take the stress of long hours of field work.”

15Maynilad Water Services, Inc. 15Maynilad Water Services, Inc.ripples July 201014

By Luis Mauricio Lerma By Jhonegil Ascan

DOING RIGHT NRW Watch

Column Column

Keep to the straight and narrow with the help of our Internal Audit’s counsel on ethical behavior at work.

Employee actions and company reputation Meter reading gets automated

Reduction of water loss is an ongoing battle for the company.

Get blow-by-blow accounts of the developments straight from

Maynilad’s CNRW engineers.

With the advent of new technologies, however, it

is now possible to have remote access to meters. In fact, Maynilad has already implemented the Automated Meter Reading (AMR) project for large accounts and for houses and establishments within District Metered Areas.

This technology works through the installation of data loggers with built-in modem on water meters, which allows for the wireless transmission of data—from logger, to cellular site, and to cell phones or laptops.

The AMR has a lot of advantages.

Since it does away with the need for actual onsite reading of meters, it saves on man hours and resources. It also minimizes data handling errors and inaccurate readings, which may result from the existence of obstructions to the water meter and other environmental factors.

Now, all meter readers have to do is to walk along a street holding an electronic rover that communicates with the meter. The reading is automatically transmitted from the meter to the hand-held rover.

But more than the convenience it provides, the AMR is useful because

of the type of data it produces. Unlike traditional reading, which simply indicates the total accumulated consumption, the new system gives details on how water is consumed. A single reading will provide Maynilad information about the meter’s minimum and maximum flow rate and pressure, total volume on a per hour basis, and minimum night flow, among others—all in real time.

In this way, the AMR helps Maynilad to detect excessive water flow due to leakage or facilities breakdown. It provides alarms for a sudden change in the pattern of water use, which may be due to pipe bursts or meter tampering. Its detailed consumption histogram is also useful for meter correct-sizing.

When Maynilad hires an employee, in many ways, it is adding a member to its corporate family. The new member is expected to adopt and adhere to the same set of values that exists within the family unit, especially when faced with temptations or trials in the course of doing their daily tasks.

In much the same way, all employees should remain steadfast and united in the conduct of their

company’s business. This is why in a business setting, insubordination is considered a serious offense and sufficient cause for disciplinary action.

As an employee of Maynilad, we are the “face” of the company. Whether we like it or not, everything we say or do, especially during work hours, is a reflection of the company. So as members of this corporate family, we abide by its policies and code of conduct, and make decisions based on its values.

Companies that provide basic services are always under the scrutiny of the public. This is especially true of Maynilad, a utility firm that has exclusive operating rights over the West Zone. Because of the unique nature of our business, any little infraction on our part can be magnified and made public easily, resulting in an erosion of our reputation.

Because employees are the bond between our company and customers, their behavior toward customers has a significant effect on our reputation. The quality of service they provide—even the way they talk about Maynilad to outsiders—directly contributes to that reputation.

A company’s reputation is an intangible asset that has to be safeguarded. A good reputation can help attract and retain customers, employees and investors. A poor reputation essentially drives away business. Everything that a company’s employees say or do contributes to its reputation. It takes a company a lifetime to establish a good reputation, and just a minute to ruin it. So let us all work toward enhancing and protecting the Maynilad name.

Reading water meters is a laborious task. To note a customer’s consumption, the reader has to physically access a meter—whether it’s located along a sidewalk, hidden underneath a resident’s kitchen sink, or tied next to an angry dog.

Participate in activities that may reflect negatively on the company such as getting involved in fights, cursing people in public, or posting defamatory comments on the internet.

Act in an unprofessional manner. Getting drunk at a social event, using derogatory language, or disrespecting others is not only unprofessional, it is also poor manners and inappropriate conduct.

Discriminate customers and fellow employees because of their age, sex, socio-economic status, religion, etc.

Accept bribes from customers, contractors or suppliers.

Break the law.

With this in mind, every Maynilad employee should not:

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15Maynilad Water Services, Inc.

17Maynilad Water Services, Inc. 17Maynilad Water Services, Inc.ripples July 201016

DONG’S CORNER

Column

Aside from being a friendly Maynilad Zone Specialist, Dong is also a regular handyman at home. In this column, he will share useful, practical tips on how you can address your basic household plumbing concerns. Loida Nicolas-Lewis graces Maynilad

Cadet Engineer Program graduation

News

Filipina socio-civic leader and New York-based industrialist Loida Nicolas-Lewis served as keynote speaker during the commencement rites of 65 graduates of the Maynilad Cadet Engineer Program held on July 16, 2010 at the Maynilad Head Office in Balara, Quezon City.

Most homeowners pay little attention to the pipe system inside their walls. Only until such time that these start leaking and falling into a general state of disrepair that they pay their pipe system any attention.

Don’t let this happen to your home. Waiting until something bad happens may cost you more in the

long run. Besides, maintaining the good condition of the pipes that supply your drinking water or take your wastewater out of your home will protect your family’s health.

Before your pipe system develops leaks and water (or wastewater!) floods your homes, take the time to know your pipes so you know when they need to be repaired or replaced.

PIPE TYPEAll pipes have expected life-spans that must be observed. By checking the house information or asking a professional plumber, you can determine the types of pipes that you have in your home.

OUT WITH LEADYou should watch out for and immediately replace lead pipes, as these may cause health damage.

SIGNS OF WEAR AND TEAR• There are signs of corrosion like tubing discoloration, stains, dimpling, pimples, or flaking.

• Sporadic leaks are indications of a larger problem in your pipe network. Instead of constantly patching up those holes or, worse, allowing water to just drip into a waiting pail, consider investing in a total replacement of your pipes.

When to send old pipes down the drain

Type Material Expected Lifespan in Years

Supply pipes Brass 80-100

Copper 70-80

Galvanized Iron 80-100

Drain lines Cast Iron 80-100

Polyvinyl chloride 25-40

(PVC)

Adapted from: Do you need to replace your plumbing? (Bousquin, 2010)

• Brownish or yellowish water suggest that your pipes are rusted and need to be replaced.

You will have to invest a considerable amount of time and money to have your plumbing replaced, so remember that you have to take care of your pipes to avoid costly repairs and overhauls. Pipes that have reached the end of their expected life spans do not always mean they have to be replaced, so long as they are well maintained and cared for.

In case you do need to replace your plumbing, ask your plumber for ways in which you can minimize the costs—such as replacing only exposed pipes. Ask him also which materials would best suit your household needs.

Note: The contents of this column are for educational and entertainment purposes only, and should not be interpreted as technical or professional advice. Readers should contact a trusted professional for their specific plumbing problem.

Illustration by Amiel Rufo

In her address before Maynilad’s newest batch of engineers, Lewis shared three secrets to success that will help the graduates in their hard-won career with the company.

“Set your goals, and don’t do anything that will go against it. Be obedient to a moral order or code of ethics because when you keep your integrity, what was hard will eventually be easy. Lastly, be

determined when pursuing what the company has set for you and don’t listen to naysayers,” she said, adding that everything is possible with a strong faith in God.

Lewis was presented with a token of appreciation by Metro Pacific Investments Corporation (MPIC) president Jose Ma. Lim, MPIC group vice president for Human Resources Robin Velasco, PLDT senior vice president for Human Resources and Business Transformation Victorico Vargas, PLDT Smart Foundation president Rene Meily, and Maynilad chief operating officer Herbert Consunji.

Out of the 65 graduates in Maynilad’s 6th batch of cadet engineers, eight are board topnotchers: Marie Joy Avila of Partido State University, Bicol Region (Number 1 in 2009 Sanitary board exams); Marcelo Santillan of Bicol University (Number 3 in 2009 Mechanical Engineering board exams); Art Reynan Trogo, of Bicol University (Number 3 in 2008 Civil board exams); Ma. Theresa Ojeda of Ateneo De Naga University (Number 5in 2008 Civil board exams);

Christopher Sanchez of Bicol University (Number 7 in 2009 Mechanical board exams); Darwin Palma of Partido State University

(Number 9 in 2009 Sanitary Engineering board exams); Katherine Paleracio of University of Santo Tomas (Number 10 in 2008 Civil board exams); and Ian Wildon Dizon of University of the East (Number 10 in 2009 Mechanical board exams).

Meanwhile, graduating top of their class in the Maynilad Cadet Engineer Program are civil engineers Stephen Larcia (1st honor) and Ann Margarett Marigondon (2nd honor), both of the University of the Philippines-Diliman, and Richard Mark Cortez (3rd honor) of Polytechnic University of the Philippines-Manila.

Cadet Engineer Program Batch 6 with special guest Loida Nicolas-Lewis and officials of Maynilad, MPIC and PLDT.

Graduating from the program with honors are (L-R) Richard Mark Cortez, Stephen Larcia, and Ann Margarett Marigondon.

Lewis shares the secrets of success.

17Maynilad Water Services, Inc.

19Maynilad Water Services, Inc. 19Maynilad Water Services, Inc.ripples July 201018

By Ronald Padua

INFLOW, OUTFLOW

Column

We want to know what you think so we’re giving you your own column.

News

It was around 11:30 a.m. on a Saturday. I was doing some work on the third floor of our old 7th Avenue office in Caloocan when I noticed someone on the second floor. It was one of the foremen of the then Lower Caloocan Sector. He told me he returned to the office to look for other jobs his team could do during their shift since they were able to finish all those listed in their job order early.

“Sabi kasi ni Boss marami daw kaming backlog. Gusto ko lang makatulong, mahaba pa naman ang oras namin ngayong araw, Sir,” he explained.

That inspired me a lot—the fact that we have these kinds of personnel who initiate efforts to help their group even if there are no bosses supervising them.

This happened around 10 years ago, yet I never tire of retelling the story to inspire others to do the same.

In one way or another, each one of us has definitely done good things that contributed to the company’s positive transformation. Maynilad would not have been able to progress as much as it has if it weren’t for the concerted effort of each individual in the organization.

The situation is similar to making movies. A film gets done because of the bits of action contributed by everyone—from the actors, to the director, to the camera men. As individuals working for Maynilad, we are obliged to perform the role that we are supposed to do. We belong to different departments within the company, each with its own responsibilities and targets. But ultimately, we share the goal of contributing to the business objectives of Maynilad. We must support each other’s programs rather than act as detractors.

Doing our roles effectively will mean that we must learn to innovate and think out-of-the-box. We must be an agent of change at all times. The mission, vision, and core values of the company can guide us as we do our job. Employees who have been with Maynilad for many years or are now leaders in their own units should serve as role models to the new ones. Let us contribute to the career and values development of these young profes-sionals.

We must also be proud to be part of the Maynilad fam-ily. At the end of the day, we should be happy with what

How we can contribute to the positive transformation of Maynilad

we are doing. We spend most of our waking hours in the office, so our lives would be miserable if we’re not enthusiastic about our jobs. Being happy is a choice, and it’s a state of mind that can be very contagious to our co-employees.

The saga of the foreman I mentioned earlier did not end ten years ago. We are looking for new lead actors from our Field Personnel, Zone Specialists, Technical Special-ists, Engineers, Supervisors, Managers and Executives. Let the cameras roll and... ACTION!

Ronald Padua is head of Water Network under Technical Operations and Program Management.

Doing our roles effectively will mean that we must learn to innovate and think out-of-the-box.

We must be an agent of change at all times.

The mission, vision, and core values of the company can guide us as we do our job.

Employees who have been with Maynilad for many years or are now leaders in their own units should serve as role models to the new ones.

uTAKE IT FROM RONALD:

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Recognizing the importance of trusted and reliable suppliers to the company’s bottom line, the Logistics Division awarded our top-performing suppliers in the first-ever Maynilad Top Vendors Awarding Ceremony held last May 28 at the Juan Luna Hall.

The event, which seeks to encourage vendors to embrace

Maynilad’s vision of excellence in operations and customer service, gave recognition to vendors who got above-average scores in the 2009 biannual period rating of the company’s vendor evaluation. Among the 222 vendors evaluated, 96 vendors qualified for the two-period ranking.

Maynilad gave an award to the following top 12 vendors: Nation Mfg. & Ind’l Products Corp., Fervid International Products, Inc., Jebsen & Jessen Chemicals (P), Inc.; One’s Rubber & Industrial Supply Corp., Simplex Industrial Corporation, Stellite Commercial, Inc., Mabuhay

Vinyl Corporation, Alcaport Trade, Kemwater Phils. Corp., Manhattan Chemical Corp., Sensing Technology Corp., and Design Crest Furniture Component.

Maynilad honors its top vendors

This annual event was organized by the Planning and Control Department with the support of Procurement and Warehouse Departments.— Nilda Lopez

Maynilad offers promo to Muntinlupa residentsMaynilad recently launched a special promo for residents in Muntinlupa City. The promo is in line with Maynilad’s service expansion projects in the South.

For a limited period, residents in parts of Muntinlupa need only to

pay a water service installation fee of P2,785 instead of the regular rate of P7,355. Applicants may pay the promo fee in full or in installments for six months.

Residential subdivisions and condominiums which are classified as bulk accounts may be given a discount of up to 60 percent on the installation charges, depending

on the technical assessment of Maynilad.

Commercial and Industrial accounts, on the other hand, will be charged based on computed installation charges, which will depend on the size of the meter to be installed.

With the help of Muntinlupa mayor Aldrin San Pedro and members of the city council, Maynilad has installed over 6,000 water service connections under this special promo. By the end of the month, Maynilad expects to supply surface water to a total of 10,000 accounts.—with reports from Rona Librella

Maynilad officials led by President Rogelio Singson pose with the top 12 vendors of the company for this year.

19Maynilad Water Services, Inc.

The Men and Women of Maynilad

In the middle of a hectic work day, you suddenly feel sick. Good thing you don’t have to grin and bear the pain.

There’s a team of medical professionals at Maynilad’s Health Management Department, ready and waiting to get you back to running form in no time.

Of course, giving medical treatment to an ailing employee is not all they do. Dr. Ricardo Jose Miranda—who heads the team composed of two other doctors, two dentists, three nurses, one human relations specialist and an HMO coordinator—said their primary objective is to create a healthy workplace that will develop and nurture the personal and professional wellbeing of each Maynilad employee.

“We seek to strengthen employee wellness so every person could be part of a productive, fit and happy workforce,” he noted.

Health Management

This is easier said than done. There’s only so much they can do, after all, to keep personnel hale and hearty when there is constant exposure to varied stresses and unhealthy lifestyle practices—reason why Dr. Miranda’s department is going heavy on employee education about the importance of prevention.

Employees who know how to prevent sickness before it starts, he pointed out, are employees who do not become an emotional, physical and financial liability to themselves and their loved ones.

Helping people to stay in tip-top shape is a job that challenges, as well as satisfies. “Making each employee feel that we really care for their physical wellbeing is fulfillment in itself,” Dr. Miranda said.

We seek to strengthen employee wellness so every person could be part of a productive, fit and happy workforce.

In-house dentist Dr. Evangeline Diamante with staff nurse Adora Martinez at the basement clinic.

Pearly whites need regular checkups with the dentist.

Medical professionals busily work to keep the company’s employees strong and healthy.

Breath in, breath out. Our medical staff makes sure employees manage stress well.

Medical service with a smile.

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