Consultant - Quality, risk and organizational excellence
Management Consultancy
Total years of experience :25 years, 6 Months
• Provided consulting services to various government entities of UAE and international private sector companies,
• Managed all aspects of the project lifecycle from sourcing, proposal development, negotiation, and finalization to execution, reporting, competency building, training, and successful completion,
• Supported top management business strategy via ERM and BPM activities and developing a project roadmap,
• Collaborated effectively with leadership team/ business heads/ unit heads/ process owners and stakeholders to develop and implement the strategy, policies, objectives, DOA and KPIs to improve customer experience as well as operational performance,
• Developed and implemented an integrated management system (IMS) comprising of several ISO standards like ISO 9001, ISO 14001, ISO 45001, ISO 10002, ISO 44001 and ISO 31000,
• Conducted Value Stream Mapping, Customer journey mapping, process mapping and related documentation to understand existing process and identify improvement opportunities,
• Developed and implemented ‘Customer Feedback Handling System’ and analyzed customer feedback to improve customer experience,
• Successfully completed a full cycle implementation of Enterprise Risk Management (ERM) for four(4) organizations. The implementation included developing an ERM framework, policies, training, reporting, monitoring and competency building as per ISO 31001,
• Planned and conducted integrated ‘Management System’ on site and remotely, along with reporting and follow-up until closure,
• Implemented and trained process owners on conducting a Failure Mode Effect Analysis (FMEA), Root Cause Analysis (RCA), 5 Why's technique and Corrective Actions (CA),
• Prepared reports for presentation to leadership and top management on status of KPIs, dashboards, trends and improvement opportunities.
• Evaluated diverse organizational systems to identify workflow, communication, and resource utilization issues using Lean techniques.
• Broadened improvement initiatives, troubleshooting problems for corrective action.
• Recommended operational improvements based on tracking and analysis of data.
• Evaluated current (as-is) processes to develop (future state) improvement plans.
• Conducted thorough reviews of operations to devise and deploy improvement strategies.
• Identified issues, analyzed information and provided solutions to problems.
Responsibilities:
• Driven the implementation of long term quality strategy, policies, objectives and processes to improve operational performance.
• Focal point for ensuring organization’s management system conforms to customer, internal, ISO 9001:2015, ISO 14001:2015, OHSAS 18001, ISO 31000, ISO 50001 and regulatory, legal and customer requirements
• Conducted quarterly management reviews with a report to the top management on the performance of the QMS (e.g. status of objectives, KPI progress, results of audits, statistical analysis and trends of operational parameters, corrective actions), including the need for continual improvement
• Lead organization’s management system audits and ensured on-time and effective closure of all audit findings
• Extensively involved in identification of best practice activities aimed at enhancing business practices through a team approach
• Team leader for ‘Management of Change’ activities within the organization
• Lead and maintained ‘Enterprise Risk Management’ framework as per ISO 31000 standard
Achievements:
• Systematically analyzed audit closure days and reduced the time required to close the findings by 50% over a period of 12 months
• Established a ‘Change Management’ process across the organization thereby reducing the failure cost by 30%
• Successfully lead company’s transition from ISO 9001 / 14001 certification to ISO 9001 and 14001:2015.
• Reduced and controlled company quality costs by implementation of risk based integrated audits across the organization
• Introduced metrics / key performance indicators (KPI) in order to measure and further improve process effectiveness
• Trained senior and middle level management to roll-out 'Enterprise Risk Management' framework as per ISO 31000
Responsibilities:
• Focal point for ISO 9001 implementation
• Assisted company consultants in 'Process Mapping' and 'Value Chain' activities
• Conducted management reviews and internal QMS audits
• Supervised customer feedback analysis and mystery shopping process
Achievements:
• Planned and conducted 'Quality Management System' training for 350 employees within 2 months’ time period.
• Successfully lead preparations for industry specific awards
• Introduced sampling based in-process inspection to identify problem areas and also reduced inspection time by 40%
Successfully implemented ISO 9001 (Quality), ISO 14001 (Environment) management system
•Reduced and controlled company expenses by integration of management system requirements and industry specific customer requirements
•Improved the customer satisfaction process by incorporating 'Benchmarking' tools and several other quality tools
Developed methods to establish and clarify customer objectives
•Co-ordinated QMS activities across 15 offices within MENA region
•Streamlined QMS reporting processes thereby reducing the report turnaround to 7 days from 15 days
Drove the process mapping team for documentation of ‘AS-IS’ process
•Lead the team for ISO 9001 implementation, quality audits and training
•Identified ‘Best Practices’ across the globe within the organization and actively involved in transfer of best practices
•Extensively used Microsoft Access and Visio for process mapping and metrics development
Post graduate diploma in Business Administration