Quality Manager
NISSAN Middle East FZE
Total years of experience :13 years, 7 Months
Operation Procedures (SOP) creation using Business Process Modeling Notation (BPMN) and Event-Process Chains (EPC).
•Using DMAIC (Define, Measure, Analyze, Improve, Control) methodology to reevaluate and continuously improve defined SOPs
•Analyzing overall product quality as perceived in the market, through collecting parts warranty and customer dissatisfaction data.
•Working with manufacturing plants to come up with and implement countermeasure actions to resolve parts quality issues at supplier side.
•Analyze process and product quality through quality tools (7 QC) and techniques (8D, 5W, PDCA). Implementation of process improvements in market and at manufacturing plants.
•Conduct countermeasure actions, and improvements validation studies to guarantee implemented actions effectiveness.
•Securing product and customer quantity through recurrence prevention activities by conducting upstream process improvement and continuous results monitoring.
•Evaluation of quality management system, current processes effectiveness and study continual improvement opportunities.
•Ensure all products are conforming with GSO \[Gulf Standardization Organization\] rules and regulations and provide guidance for manufacturing plants to confirm all our products are compliant with the defined rules and regulation.
•Reporting of any non-compliance issue or incident.
•Starting the process of conducting the right measures to correct the situation at manufacturing plant for new products to be produced.
•Deployment of product recall campaign, service campaign or warranty extension campaign to secure sold product quality as per the respective affected countries regulation.
•Develop action plans, set dealers’ KPIs and continuous progress monitoring.
•Manage dealers’ quality improvement motivational and incentive programs.
•Regular reporting of department’s quality KPIs to Executive Management Committee and Chairman’s Office.
product quality issues reported by the dealers in the market.
•Conduct detailed technical investigation and failure analysis.
•Communicate with the manufacturing plants for countermeasure action for production.
• Develop and deploy field fix action for vehicles in the market.
•Technical support for difficult-to-fix incidents, confronting the dealers with repair directions, and follow-up with dealers until the problem is resolved.
•Warranty claims analysis, controlling the high-cost and/or highly repetitive cases, and conducting periodic warranty audits.
•Regular reporting for product quality status in Middle East market.
a first of its kind, innovative, workshop management project, which controls the following aspects:
•Control workshop load, customers repair appointments and conversion ratio.
•Track workshop load, dispatch, and delivery dates.
•Daily repair order creation target and invoicing target.
•Responsible for multiple teams working within the service center that handle the following tasks:
•Receiving vehicles and customer handling
•Vehicle’s Damage assessment
•Communicating with insurance companies for repair approval and cost adjustment
•Repair process
•Repair quality control
•Invoicing control for credit and cash customers and credit-limit monitoring
•Continuous improvement of processes and procedures to ensure best customer experience and workload optimization to guarantee efficient repair lead time and highest repair quality.
customer needs and provide information regarding the type of service, pricing, and repair lead-time.
•Manage workshop entries based on customer and appointment availability, while considering unforeseen events.
•Optimize the workshop workload daily.
the vibration isolation and noise control aspects of construction projects in the Middle East region.
•Ensure the delivery of the optimal vibration isolation solution to clients.
for all warranty activities in the dealership through the technical assessment of warranty-related cases and complaints.
•Manage credit applications (e.g., issuing, correction of anomalies, reimbursements, etc.)
•Follow-up on approval requests and associated documents.
•Send quality reports (CRI) regarding repeated and/or unusual failures.
•Providing technicians with technical support required to solve difficult to fix issues.
Total Quality Management | Business Transformation | Customer Orientation | Continuous Improvement | Management System Standards | ISO 9001:
Graduation Project: Hybrid Pneumatic Internal Combustion Engine.
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