Owner
OZ Consulting
Total years of experience :25 years, 8 Months
Management Consulting and Training company with focus on Strategy, Quality & Process Improvement and Service Excellence.
Main projects: Companhia Vale do Rio Doce - Carajás / PA - Customized training to approximately 1.500 employees in the world largest mining company - Vale do Rio Doce - on Continuous Quality Improvement, PDCA, Quality Tools and Improvement projects teams - QCC
Develop and deploy a Service Culture change program to put Nokia Siemens in Latin America in the top 3 regions in terms of Costumer Loyalty Index results and ahead of our main competitors. For this purpose I was certified by Up Your Services College in Singapore as a Master Course Leader for Service Excellence.
· Driving the development & execution of the Services Mode of Operation within the region
· Responsible for driving business improvement programs, including integration, synergy, productivity, E2E processes and IT consolidation and operational quality bringing saving of aprox. 45m EUR during the first year after merge
. Responsible for driving quality management in Services for Latina America region
· Conduct Latin America region Service Quality Management aspects for project implementation including metrics, scorecards, gate and milestone approvals and initiating, execution and monitoring of quality improvement programs in Services region.
· Participate in regional Customer Satisfaction Survey action planning workshops. Ensure ownership and track execution of Service level activities in Latin America.
" Drive Customer Loyalty Program across region: targets agreement, survey preparation, reports analysis, customer teams workshops conduction, action plan elaboration and implementation follow up.
" Quality Management across Region including audits/assessments and ISO 9000 certification
" Initiating, execution and monitoring of quality region specific improvement programs.
" Reporting of region scorecard, metrics and operational project quality issues within the region
- Processes and IT Tools consolidation
- IT Process and Tools Strategic Plan
- BSC - Balanced Scorecard development, implementation and monitoring
- Services Competence Management
- Services Infrastructure Resources Management
- Development of the Big Picture Mercosur aligned to the Standard Global Siemens Reference Process House
- Process mapping and improvement using ARIS modeling process
- Implementation and maintenance of BSC management systematic in Supply Chain and Sales departments
- Certificated auditor for ISO 9000, ISO 14000 and TL 9000
- Several quality audits during 14 years in the most part of processes (Sales, Services, Manufacturing, R&D, Support, IT, Top Management, Marketing, Procurement, Branches, HR)
- Quality Manager for the Calibration and Repair Laboratory
- Quality Management System Representative