Factories- Vice president
Universal group
Total years of experience :19 years, 10 Months
My responsibility covers 7 factories producing home appliances and its feeding industries (such as, sheet metal forming, die casting, surface treatment, metal pipes manufacturing, plastic molding, mold design and manufacturing .....etc), manufacturing more than 3 million final products/ year and manage a stuff of 5118 persons.
My job duties is to manager and control two business units, first is after sales activities within Universal group for its home appliances products full range, to insure the operation quality, profitability and customer satisfaction, within 20 service branches and supervision of call center receives about 7000 Calls/day,
second is to manager the group fleet vehicles service activities which contains 600 units including passenger vehicles, pickups, trucks, buses and forklifts, this is through supervising and coaching 1200 stuff persons doing this by:
- Increases management's effectiveness by recruiting, selecting, orienting, training, coaching, counseling, and disciplining managers; communicating values, strategies, and objectives; assigning accountabilities; planning, monitoring, and appraising job results; developing incentives; developing a climate for offering information and opinions; providing educational opportunities.
My job duties are to manager and control company activities within 17 branches having 230 employees.
Doing this by:
- preparing a turn round plan to enhance company business toward objectives achievement.
- build an organization structure and build a team apple to achieve group objectives and goals.
- prepare company network expansion plan, and the related strategic plans and studies.
- Accomplishes subsidiary objectives by establishing plans, budgets, and result measurements; allocating resources; reviewing progress; making mid-course corrections.
- Coordinates efforts by establishing procurement, marketing, field, and technical services policies and practices; coordinating actions with corporate staff.
- Builds company image by collaborating with customers, government, community organizations, and employees; enforcing ethical business practices.
- Maintains quality service by establishing and enforcing organization standards.
- Maintains professional and technical knowledge by attending educational workshops; reviewing professional publications;
- Following business KPIs progresses and develops strategic plans (long term and short term) to improve business performances.
- Follow P&L with reference to budget and insure the cash flow plan stability.
- Ensure best resources allocations, and insure maximum ROI.
- Communicating with corporate stuff for maximize group co-operations.
My job duties is to manager and control two business units, first after sales activities within Universal group for its products full range of home appliances, to insure the operation quality, profitability and customer satisfaction, within 20 service branches and supervision of call center receives about 7000 Calls/day, second to manager the group fleet vehicles service activities which contains 600 units including passenger vehicles, pickups, trucks, buses and forklifts, this is through supervising and coaching 1200 stuff persons doing this by:
- Increases management's effectiveness by recruiting, selecting, orienting, training, coaching, counseling, and disciplining managers; communicating values, strategies, and objectives; assigning accountabilities; planning, monitoring, and appraising job results; developing incentives; developing a climate for offering information and opinions; providing educational opportunities.
- Develops strategic plan by studying customer needs, competitions, business and financial opportunities; presenting assumptions; and objectives.
- Accomplishes subsidiary objectives by establishing plans, budgets, and results measurements; allocating resources; reviewing progress; making mid-course corrections.
- Coordinates efforts by establishing procurement, marketing, field, and technical services policies and practices; coordinating actions with corporate staff.
- Builds company image by collaborating with customers, government, community organizations, and employees; enforcing ethical business practices.
- Maintains quality service by establishing and enforcing organization standards.
- Maintains professional and technical knowledge by attending educational workshops; reviewing professional publications; establishing personal networks; benchmarking state-of-the-art practices; participating in professional societies.
- Insure a quicker product quality feedback to factories and corrective actions.
- Following business KPIs progresses and develops strategic plans to improve business performances.
- Ensure best resources allocations, and insure maximum ROI.
- Communicating with corporate stuff for the product planning and Group development.
My job duties are to organizes, plan and controls after sales division to insure the operation quality and profitability, together with enhancing customers satisfaction level through Modern Motors network which is contains 5 service stations (3S) and 8 parts outlets (1S), by:
1-Planning for after sales direction, objectives & targets.
2- Long-terms and short-terms planning to enhance after sales business.
3-Monitor after sales KPI‘s, and make corrective action plans when nessecery.
4- Plan to enhance stuff skills level (training - stuff career development plans-motivation- internal communication...etc) and monitor implementation and level of development related.
5- Measure and allocate after sales budget and monitor ROI.
6- Ensure that the entire network follows the development plan which fixed and decided by myself, and approved from company chairman.
6- Ensure that stuff follow the company policy and procedures.
7- Ensure a strong and efficient internal and external communication within the stockholders.
8- Ensure that parts availability, month of stock, turnover rate …etc operate according to parts KPI’s targets and plans.
9- Monitor CSI monthly score and other CS activities (complaint handling, lost customer survey and percentage of customer retaining…etc) and implement actions to improve customer satisfaction level.
During this period:
- I introduced a quality assurance department for the first time in Modern Motors, to ensure the quality of job done in the after sales division, through periodic audits for all after sales related jobs, which connected directly to the employee incentives; it will be the start of implementing TQM concepts to the division.
- Sales increased by 80% within two years exceeding the long term plan prepared by myself when holding this responsibility.
- Reduced parts month of stock from 5.2 to 3.4 within two years keeping availability rate within the STD and reducing dead stock to 2.4%.
- Enhanced the customer service section and introduced new targets for customer problem solving (C-C from customer complaint to customer complaint countermeasure).
- Had the award of best CS performance from Nissan Motor Egypt for FY08 and FY09.
- Had the award from Nissan Forklift for best service performance (Bronze prize) over GOM, GCC and Asian markets (except Japan) for FY09 & FY11.
- Heading of 322 employees in all related departments (parts- service (5 service stations) - accessories - forklift service - technical - AS quality assurance- customer service).
My job duties to ensure the product quality level and to meet customer needs from product performance point of view, taking the market competition in consideration, with co-operation with service, sales, marketing & product planning departments and managing this activities for the GCC, Middle east and CIS regions, my job duties was as follows:
1- Manage to improve accuracy of target performance for the new models for GCC and Middle East.
2- Mange to identify the customers' comments and usage for GCC and Middle East.
3- Define GCC and Middle East requirements and customer complains information.
4- Enhance of market requirement STD list for GCC and Middle East.
5- Analysis of the incident occurrence condition and verification of the consistency.
6- Analysis top concern items from IQS surveys and follow countermeasure application and C/M effectiveness and feedback to new projects.
7- Manage and evaluate new vehicle testing in GCC.
During this period:
- I rewarded for the best performance to my contribution toward overall GOM business performance 2006, from Mr. Gilles Normand - Nissan corporate vice president,
- I had two standards approved by Nissan Motor, as STD procedures for the global company.
- According to my performance toward 5S implementation, I had chosen as an evaluator for 5S within my division.
MBA holder from Ain Shams University