مروان Razzo

• Provide direction and expert advises to evolve and expand the organization’s Quality & Performance Management system to maintain and improve the organization’s internal & external image.
• Ensure the Strategic & Operational procedures are effective, efficient and identifying opportunities for continual improvement through collaborating with internal & external stakeholders.
• Reduce Business risk through development and enforcement of new processes and initiatives.
• Steer Quality Circles & Teams in each division to review critical processes, analyze results and make propose recommendations.
• Rendered proficiencies & executive support to the senior leadership team to help establish strategic direction of the organisation in terms of quality & excellence priorities, programs and initiatives.
• Lead the Audit Program, collect results, identify trends and apply Corrective / Preventive Actions as needed.
• Lead the process of supporting the Quality Management System program and ensure it is in compliance with International Standards.
• Recommend and make changes to the Quality Management System program based on emerging trends, legislation, techniques and professional expertise.
• Provide Leadership and supervision to the Quality Team, motivate, coach, guide and direct the team to execute departmental goals and objectives.
• Apply extensive Quality methods to identify and drive improvement as well as developing innovative and creative Corporate Quality Solutions in order to improve customers’ satisfaction.
• Establish and implement Quality Metrics (Process Capability, Control Charts, and Measurement) for monitoring system effectiveness and to enable the corporate to make sound quality decisions.
• Interact with Internal & External Customers to identify opportunities to improve quality and establish feedback with the corporate multiple divisions.
• Utilize LEAN, Six Sigma and other performance improvement methodologies to achieve Key Strategic goals of the organization.
• Maintain the organization readiness strategy and effectively communicate with stakeholders the Strategic Vision, Mission, guidance, risks and action plans.
• Contributed to the success of strategic initiatives by augmenting quality & performance awareness through promotional & advertisement campaigns. Adroitly arranged seminars, meetings, public meetings on national level to discuss & treat urgent environmental issues.
• Develop Bench marking program (both traditional & Break Through) for all key areas to identify variances from Best-In Class with action plans.
• Ensure measurable targets are set annually for objectives arising from annual business plan.
• Initiate investigation of adverse performance obstacles and set plans to bridge the gaps.
• Manage the Performance Management Business Rules, monitor and measure 3 Tiers of KPI key performance Indicators and recommend Corrective / Preventive Action Plan to achieve targets.
• Manage the organization SOP Standard Operating Procedures with annual review / revision based on performance and audit results.
• Establish and maintain the organization feedback system through creating channels to receive feedback, collection method, reviewing and analyzing techniques and addressing all challenges through a thorough monitoring.
• Establish and maintain Satisfaction Survey methodology to capture customers’ satisfaction and take necessary actions to enhance internal & external satisfaction level.

• Led the Excellence Journey project team that delivered a proven record of the Best Improved Government entity and the Best E Government category.
• Led the Excellence Journey across RTA that covers establishing & maintaining Excellence Methodologies, DGEP awareness & workshops, DGEP Internal Assessment, full preparation of the employee categories and administration categories and the submissions.
• Instilled Change Management culture including planning, implementing, monitoring and following up on major changes within the organization.
• Designed, implemented and monitored the organization’s Customer Satisfaction Surveys & Mystery Shopping plans from planning the annual program, conducting site visits, generating reports, analyzing results, recommending corrective / preventive action plans and following up on them with a steady positive trend in customer satisfaction that exceeded the strategic targets.
• Set up incisive Quality & Excellence culture in the organization and its projects.
• Coached Emiratis senior personnel as part of the Nationalization Development Program.
• Led and managed business certifications, self-assessments, feedback, measurements, bench marking programs and initiatives of continuous improvement.
• Initiate communication program with government departments and follow up on all joint quality initiatives.
• RTA DGEP Official Coordinator with the Executive Council and maintained strong and beneficial relationship with officials and sponsors of the program.
• Managed the Knowledge Management Framework KM project at RTA.
• Managed RTA's preparation for the ISO 9001 Quality Management System Certification that led to obtaining the QMS ISO 9001:2008 certificates for 5 agencies & the Corporate within RTA with no non conformity for the last 3 years.
• Maintained relevant statistics and issue progress reports related to excellence & quality programs.
• Participated actively and provided advises and assistance to cross functional activities.
• Performed Excellence awareness of Continuous Quality Improvement & Total Quality Management TQM workshops.
• Provided strategic direction to achieve RTA excellence objectives and targets.
• Developed annual budget and forecast, monitored implementation, evaluated and recommended adjustment during implementation to project needs.

• Established a robust system to ensure all processes needed for the Quality Management System QMS are established, implemented and maintained.
• Reported to CEO the performance of the QMS and any needs for improvement.
• Performed as Quality Management Representative QMR in the APQP, PFMEA, CI, SPC, and DOE activities for programs / customers (Chrysler, GM, Honda, Volvo, Bombardier & Hyundai).
• Resolved Customer Complaints, with full executive reports to senior management.
• Developed suppliers by support their facility management, processes, quality systems and Quality assurance QA personnel to meet the company’s standards and expectations.
• Approved supplier control PPAP and ensured they meet the production and quality requirements.
• Practiced Continual Improvement CI and Problem Prevention activities.
• Conducted Quality System audits to qualify suppliers’ facilities.
• Evaluated the Quality program and applying methods to continually improve the system.
• Evaluated the various quality procedures and processes to ensure the most effective/efficient solutions.
• Managed company QMS certifications
• Monitored the performance of quality team members.
• Monitored the overall performance of each project as it relates to Quality and providing feedback for areas of improvement.

• Launched quality programs for GMT900-GM, JS27-DCX, U387-Ford, LC-DCX & 251OSR-Mercedes vehicles.
• Developed, implemented and maintained the company QMS and EMS (TS16949 / ISO14001).
• Audited, developed, approved suppliers and maintain the Suppliers Rating System as a Quality Indicator.
• Performed Int. & External Quality System Audits, recommended Corrective / Preventive Actions with full closure.
• Formulated and maintained product quality objectives with production and process procedures to obtain economic optimum product reliability.
• Reviewed overall quality performance for customers, identify problem areas and make any revisions necessary to resolve issues.
• Visited customers and suppliers facilities to review issues / complaints.
• Analyzed production, service and standards, recommend revisions of specifications procedures and conduct training on quality assurance policies and procedures and interfaces with engineering, customers and suppliers on quality related issues.

• Planed, directed and overview activities concerned with Quality Management Standards (i.e. TS 16949 & ISO 14000)
• Provide training and consultation for Management Operating System.
• Implement corrective and preventive actions with respect to the operating quality system and continuous improvement system.
• Train, audit, and monitor the Quality Management System.
• Ensure operational compliance with all International Standards, regulatory and legislative requirements.
• Assist with testing and discovering innovative new solutions to common quality problems.
• Reviewing project related reports to ensure quality performance goals of project are met.
• Working with the various project managers to develop a realistic budget for the quality component of a project.
• Auditing and management of sub-contractors employed by the project team.
• Ensure continuity in the Quality Program throughout all areas of responsibility

• Procured equipment, materials, engineering and construction services from approved suppliers for EPC (Engineering-Procurement-Construction) projects with different clients (Nexen, Hunt Oil, MAN, Shell & Chevron) at the lowest evaluated cost with consideration of quality and reliability.
• Drove quality objectives on a supply chain team for assigned commodities including supplier qualification, supplier audits, supplier corrective action and supplier improvement.
• Maintained key role in commercial activities with suppliers, engineering, operations and project management and optimized supplier base.
• Assured the continuation of ISO certification by following purchasing standards.
• Followed procurement / contracting strategic plans to achieve cost reduction, cycle time reduction and increased reliability of all equipment on targeted key commodities.
• Developed procurement strategic plans
• Conducted material inspection according to specifications.
• Supervised the receipt and records of materials requisition from the construction site.
• Supervised the project documents control system.
• Based at the project construction site in the material / equipment section, worked directly with the consultant Amec King Wilkinson / Babcock King Wilkinson (Babcock International Group Company).