Kaizen & Guest Relations Manager
Abdul Latif Jameel Company Ltd.
Total years of experience :19 years, 2 Months
I am responsible to improve the Quality Services to our guests (Customers) to delight them in order to increase the level of Guest loyalty and retention in one of the regions of our business network. This all is being done by helping the business outlet management and the frontline associate teams in embedding the Kaizen Mindset in them by engaging them with smaller Quality Control Circle projects and bigger kaizen projects (Business Reform Projects) in every part of the operation in order improve the quality of services, save operational time, optimizing operational cost and to increase the Guest Delight KPIs. Moreover my responsibility is to analyze the business data for business strategic planning of our region.
Logistic Services Segmentation :
To read and assess the current operation procedure region by region. Measure the KPI of sales channel services. Propose an ideal logistic services Kaizen oriented. Gap analysis and come up with the best fit services to meet the expectations of customers. Outbound transportation Project (To have a standard PDCA cycle for Monthly Dispatch Forecast). SOP for monthly dispatch Forecast. Monthly Analysis for Actual VS Plan Forecast
Order to TMC (Sales Monitoring & Initial Order CV - in Toyota Marketing). Order to TMC Proposal plan for Commercial vehicles. CV Stock Aging and corresponding action plan and implementation. Marketing Ideas Initiative Planning
Toyota Sales monitoring and Standard Deviation against historical analysis
• Vehicle Traceability through on-line scanning at Centers Kingdom-wise
o To install the online scanners at each receiving / delivery points for the traceability purposes (for record all the in or out vehicles movement transactions)
o Prepared a complete logistical and functional SOP in-line with related KPIs & PDD to achieve the best of GDI.
o Coordinated IT to complete the system requirements.
o After Implementation, built the performance measurement monitoring system in BO to evaluate the project deliverables.
• Improvement in Dealers dispatch services
o Simulate the dealers dispatch with that of ALJR
o Design SOP & Process Flow for the above Simulation with all necessary Changes
o Measure the expected Lead-Times and On-time performances
• Supply Chain Training
o Designed a process based & structural layout of Supply Chain training
o Get all the process executers/owners (Process experts) involved in drafting the training material.
o Formulate the training material with respect to the ACCL Standards
• Designed the Dispatch Plan Module project Process Flow / SOP covering all the business expectation and system requirements.
• DMC & SC Business Plan preparation, and SWOT Analysis
• Managing all IT related issues and tasks for DMC, and SC as well.
• Managing MIS related issues/tasks
6 years Experience as “ Support Engineer” in Information Technology Div. Of Abdul Latif Jameel Group (TOYOTA), Jeddah, KSA. The job description is to support all the user of a big network of about more than 3000 clients Countrywide and Internationally as well. I was supporting all types of problems in Windows 95, Windows 98, Windows 200, Windows NT, AS400, and Novell operating systems, using scores of applications like Ms Office, Oracle, Internet, Intranet, E-Mail Exchange, sequent Data storage, Access, AS 400, other RDBMS, Norton, Right Fax, Cobol, Visual Basic etc. I was also involved in rectifying the problem of network in LAN & WAN, involving all types of topologies. The network covers more than100 branches connected through Leased line, DDN link, VPN, Yogi, RAS, and Aero net links countrywide.
2 years experience as “ System Maintenance Engineer” in AICURD (All India Center for Urban And Rural Development) Srinagar, Kashmir, India. I was looking after all the Network, Hardware and Operating system and other Software matters and problems, using Windows, Dos, and other Programming Languages like BASIC, PASCAL, FORTRAN, TURBO COBOL, C etc. and other utilities, and DBMS. I was the in charge of all system Technical issues.
BSc (Bachelor of Science) in Physics & Electronics from University of Kashmir, Srinagar, India.
Special Technical Course of “ Repair, Servicing, Maintenance of Personal Computers and Peripherals” from CEDT (Center for Electronics Design & Technology), Govt. Of India. Chandigragh, India
1) 3 Years Diploma in “Computer Science & Engineering” From Technical Board of Karnataka, Bangalore. There we were taught both Software, Hardware Architecture, system analysis, Network lines and Fields, Systems programing, Industrail management, Programming Languages, utilities and other lot of softwares. Also System Architecture, CAD CAM , Basic and Industrial Electronics Etc. Had also completed two Projects of Traffic controle system which was microprocessor based, abd Payrol design in Software.