Operations Excellence Manager
Alghanim Industries
Total years of experience :25 years, 6 Months
As part of Strategy, BD, M&A, Communication and Operational Excellence team, I am responsible for driving Lean six sigma programs in automotive, engineering and document management business. Focus is on HVAC duct manufacturing, Project Installation & commissioning, automotive service center, logistic, retail sales and inventory management. My responsibilities are
• Support Strategic business units in operational, customer, competitor and environmental analysis to identify key opportunity areas for cost optimization, efficiency enhancement and productivity improvement.
• Engage leadership team in workshops to prioritize key strategic process re-engineering projects for the business.
• Work closely with the operations team to devise and implement strategy for various process re-engineering projects and develop complete road map for the business units to achieve financial savings, non-financial Operational excellence objectives.
• Drive Lean Transformation in service, commercial, project and manufacturing domain.
• Responsible for defining and justifying projects; negotiating resources; launching project teams; managing team activities; training, coaching, and mentoring of belts assigned to teams; leading teams to execute projects; tracking project status and results; anticipating and removing barriers; and developing team members.
• Deploy project management framework to effectively manage multiple projects progress.
• Advocate change, work with project teams to identify potential people-side risks and anticipated points of resistance, and develop specific plans to mitigate or address the concerns.
• Formulate effective & credible mechanism to continually enhance, measure, track and report performance.
• Set goals and objectives. Provide metrics inputs to various reporting decks and dashboard; provide leadership with periodic updates on process and progress against targets, communicate key performance indicators to stakeholders in support of business objectives.
• Design and implement metric Dashboard to monitor key project input, process and output measure to ensure project sustainability.
• Champion lean program governance, ensure timely review and feedback to the project leaders and champions.
• Present health of operational excellence program to business leadership team and corporate operational excellence leader.
• Recruit, train and develop operational excellence resources in the SBU and central team
Part of $22 Billion 4G projects, Led a large team of 200+ Quality and HSE Professionals distributed across India. I was heading project Quality and HSE for optical fiber network construction for civil, mechanical and electronics scope of work for Pan India Project. Hands on experience in leading team for laying 30K KM of fiber in difference parts of India. Reported to CEO (Executive Director) and VP Engineering and Quality in client’s organization.
Job Profile
• Establish Project Quality and HSE team and organization develop Project Quality AND HSE Plan, identify key procedures and monitor implementation.
• Preparation of project quality plan with detail ITP and check list, resources and sequence of activities relevant to a particular contract/project.
• Appraise vendor's capability to provide suitable product/service.
• Convene pre-inspection meetings and approve inspection and test plan and procedures.
• Ensure proper planning for inspection activities. Ensure availability of all necessary documents at inspection release and implement suitable corrective actions.
• Maintain cordial relationship with Client Representative and ensure that client quality requirements are understood, agreed and fulfilled. Monitor and analyze Customer Satisfaction
• Ensure project KPI's are defined, measured, and monitored and actions implemented for any identified gap.
• Analyze quality information (audit results, process / product non-conformities, feedback etc.) and identify corrective and preventive actions.
• Ensure all internal and external audits are carried out as planned.
• Identify agency for projects HSE assessment.
• Review and approve HIRA and ensure awareness and implementation of HIRA.
• Develop, review and implement Emergency response plan.
• Verify contractor quality requirements are specified to vendors and contractor documentation submittals.
• Attend client quality management meetings.
• Ensure the disposition of all issued non-conformance reports.
• Ensure the progress and effectiveness of the project quality management system. Recommend and implement improvements when required.
• Compile monthly reports and submit to VP Engineering and Quality
• Monitor statistical method reporting, monthly KPIs.
• Ensure all customer complaints closed appropriately.
• Manage a multi discipline team of QA/QC personnel. Align the quality resources with business needs and assure effective coverage of the project.
Reliance Communication is one of the leading telecom service providers in India, having operation across Indian and having manpower more than 10, 000+. I was part of customer service team and responsible for driving service excellence initiatives covering all the functions of customer service with high focus on contact center operation and service marketing. Managed a team of 45 quality professionals, reported to Sr. Executive VP
Job Profile:
• Lead Customer service strategy development, prioritize strategic focus area and drill down to operational projects and activities.
• Identify and create processes and procedures in line with strategic focus areas to help accomplish business objectives.
• Drive customer satisfaction measurement and improvement action plans.
• Monitor, evaluate and improve telecom business processes and procedures to ensure that procedures are in line with customer requirement and strategic goals.
• Drive Lean transformation within Customer service at Pan India level.
• Recommend improvement opportunities for critical processes and procedures to implement meaningful change.
• Periodically update policies, processes, procedures and standards and administer the release of the operating policies and procedures and lead implementation in the strategic business units across India.
• Work collaboratively across operational departments to improve the management of a business processes and procedures.
• Escalate and report process improvement results to executive management.
• Assist in setting operational budget, compile annual budget expenses, and reconcile expenses against budget
• Lead and deploy customer satisfaction improvement strategy and ensure implementation of all action plans through a robust program management process.
• Design and implement Strategic metric Dashboard to monitor and provide monthly management update.
• Program management of Strategic project and Customer satisfaction initiatives.
• Responsible for providing the project results and recommends corrective action, as required, to CS leadership team and HR for performance management.
• Facilitate and validate project operational and financial benefit in coordination with project team and business finance manager.
• Serve as a technical leader and is responsible to provide direction as a subject matter expert on the application of Lean and Six Sigma methodologies to the organization’s senior leadership, Project Sponsors and Belts.
• Provide Program management support to CS leadership team for all the CS IT Projects.
• Monitor and control service budget, align SBU and CS verticals on cost optimization initiatives.
As Head- Business Excellence (M&G) I was responsible for driving all Strategic Quality initiatives like Lean Six Sigma Initiative, BPMS (Business Process Management System), Process Capability enhancement and Knowledge Management. I had a team of 2 Black Belt (Full time) and 2 Functional Black Belts (Part time).
Key Result Areas
Implementation of Standard Bhartyam Processes to reduce variation across circle.
Drive process compliance audit and ensure closure of gaps through involvement of circle leadership team.
Drive Business Excellence initiatives and programs to promote and strengthen our BE culture and reduce variation.
Engage SBU Leadership team to set OE priorities and drive results through people engagement.
Identify and lead OE projects to drive improvements across the group, enhancing revenue market share and profitability, reducing cycle time and cost while improving customer satisfaction.
Drive implementation of Knowledge management initiative to share and replicate best practices and techniques to ensure excellence of all processes HR, finance, SCM, Network, Sales & Marketing and customer service.
Provide training and coaching to project teams using Lean Six Sigma (LSS), Project Management, and Change Management methodologies and tools.
Mentor own team members in Lean Six Sigma application and facilitate successful completion of their projects.
Drive Six Sigma projects to improve and sustain customer satisfaction scores (CSMM).
Design and implement Balanced Score card across circle and zones.
Implemented of ISO27001 and TL9000 as Management representative for QMS implementation and Certification.
Customer Service: Managing retail showroom experience
• Design and implementation of processes across circles
• Control monthly process audit and ensure compliance to the standard processes through audit
• Establish Process measurement matrix for SDQ Processes.
• Planning, design and implementation of Processes and policies for service quality improvement and ensuring compliance.
• Drive Six Sigma Initiative in all 8 circles geographically distributed over 8 states of India to improve quality for selected KPI like CPC, AHT, Activation TAT, Bill Delivery etc.
• Quality budget and annual strategy planning and implementation.
• Create Six Sigma Culture and competency in the organisation.
• Finalisation of process measurement metrics and roll out monthly /weekly MIS to the CEO/COO.
A world-renowned MNC having manufacturing and project engineering and installation base in India. Present in MV/HV switchgear, Utility automation, turbo generators, excitation systems, Automation products, Instrumentation and industrial IT.ABB in India having a total turnover of 12000crore.Self was working as Business Development Manager for SCADA and Communication products was responsible for Northern region.
Key Responsibilities:
B2B Marketing of Automation products.
Technical discussion with the client and finalize customer requirement.
Supporting Key Account Managers in technical discussion with client.
End to End closure of customer requirements with solution and Service.
Resolution of customer Queries, complaints and requests through product manager.
Presentation on new automation products and systems (SCADA/DCS/PLCC) to the customer.
Helping customer and consultants to improve product knowledge and application.
Coordination with BAU and finalization of projects to improve product and system quality
• Applying six sigma methodology to the projects - DMAIC/DFSS
•Mentoring teams implementing Six Sigma methodology on projects
•Trained greenbelts in methodologies
•Introducing the methodology and tools to team members and the broader organization
•Acting as both technical and cultural change agents for six sigma
•Deployment of Change acceleration process tools.
•Created Integrated Imaging Solutions Six Sigma Intranet.
•Project Management.
•Finalizing customer requirement
•Business process mapping (as is )
•Analysis of the requirement and business process mapping (to be)
•Co-ordination with system analyst for effective system design
• Installed, tested and commissioned power plant equipments.
•Tested and calibrated process instruments
• Tested and commissioned 6.6 kV switchgear
•Tested of POWER and CONTROL cables (HIGH VOLTAGE STABILITY TEST)
•Commissioned turbine instrumentation and control
• Project Management for in schedule and in budget completion of project.
Also tested the pcc, which is commissioned by siemens Ag, Germany.
