Customer Loyalty Manager, Egypt, Central and North Africa Cluster
ABB
Total des années d'expérience :21 years, 6 Mois
· SAP Quality Module implementation leader for ABB Egypt factories and branches.
· Deploy VOC (Voice Of Customer) through all the organization and process
· Improve customer Loyalty by defining the top quality problems and follow up the action plan to solve them
· Deploying 4Q ( ABB Problem solving Methodology) culture by training and performing many 4Q FAST in order to solve the problems from the root causes
· Deploying CLIP (Customer Loyalty Improvement Process) process within all the LDs (Local Divisions) and LBUs ( Local Business Unites)
· Follow up with the LDs (Local Divisions) and LBUs ( Local Business Unites) the Customer loyalty metrics ( CCRP, NPS and ITPS metrics)
· Coordinate with Customer Care for containment actions to satisfy the customers
· Managing the implementations for NPS tools by set a process for defining customer that will be handled within the survey, follow up the response rate for each LBUs (Local Business Unites) and LDs (Local Divisions)
· Global BU EPMV CCRP ( Customer Complaints Resolution Process) process owner
· Coordinating the BU EPMV MasterData to update MasterData unit list.
· Managing the BU EPMV Quality audit by creating the audits checklist, support for selecting the auditors, coordinate with the unites and follow up the actions to submit then review the progress
· Support the Global BU EPMV in terms of reporting and follow up with the units and PGs to improve the performance and define the gapes with suggested actions
· Support implementing ITPS ( Internal Transaction Partnership Survey) and follow up with the LBUs to improve the results
· Support implementing PPC ( Performance Partnership Criteria) and follow up with the LBUs to improve the results and creating global BU EPMV internal supply Matrix
· Lead and implement quality and HSE programs in the Product Group of Modular
Systems - Medium Voltage Products traction, including ABB Group driven initiatives.
· Lead change in Products Group business processes effectively and efficiently
· Illustrate global Products Group processes and interfaces so that various target groups easily understand them
· Coordinate and facilitate the cost take out saving projects and support with process definitions
· Fulfill reporting requirements in the field of OPEX, HSE and related initiatives
· Train employees in 4Q methodology and other improvement and problem resolution
techniques
· Coordinate quality management and HSE activities in the Products Group and
represent Quality Management in the Product Group management team
· Develop and implement a quality and HSE vision for our Product Group
My work was Carried out on 3 main pillars
1- Supplier Focus
a. Supplier Evaluation and support the supplier list updating
b. Supplier Audit
c. New supplier Qualification
2- In Process
a. Process quality internal audit to identify and prevent both process and production nonconforming
b. Handling and plan for management review which guide the company quality objectives to be consistence with the targets
c. Monitoring the processes performance using the key performance indicators metrics
d. Monitors production department's conformance with Quality standards and procedures.
e. Conducts quality assurance and process improvement tools training for employees and achieving not less than 3, 000 training hour per year
f. Give recommendations and input for improving product quality, design or manufacturing processes.
g. Spread quality process improvement tools (5S, TPM, Mistake Proof \[Poka Yoka\], VSM \[Kaizen events\], Standard Work, ………………..).
h. Promote and deploy the company’s quality policy statement
i. Ensure the adequacy and effectiveness of procedures within ABB Quality Management System according to responsibilities specifically allocated within this QMS..
3- Customer Focus
a. Handling of customer complaints and feedbacks
b. Customer surveys handling and analysis
1- Facilitating defining the waste and (COPQ)Cost of Poor quality and capturing through all the value chain and all departments with the processes owners
2- Facilitating the Cost take out projects using the lean techniques to eliminate the waste and improve the processes through all the business value chain with the processes owners
3- Facilitating with processes owners to prioritize the areas for improvement within their processes using High Impact/Low maturity techniques
4- Facilitating Kaizen events to reduce waste and improving the process by defining the waste criteria and process leakages
5- Facilitating VSM “ Value stream Map” events by supporting to define the right process flow, information flow and time ladder for the process value chain flow to improve and utilizing the process resources and outputs
6- New products launching Gates control from design to Line Final Production phase to define all the needed resources requirement for production by modifying the process hardware/Software
7- Monitoring facility Business (financial), processes excellence, customer value KPIs to defining the red areas based on budget and helping the process owners to define the corrective actions needed.
8- Train the employees (White collar and Blue collars) in both Quality and lean tools for both manufacturing process and business processes.
9- Spread ACE tools (5S, TPM, Mistake Proof \[Poka Yoka\], VSM \[Kaizen events\], Standard Work, ………………..) and ACE concept through Carrier-Egypt.
10- Supporting the manufacturing and productions functions to develop Process FMEA and Process Quality Control Plan
11- Leading the internal quality audit.
12- Leading the NC “Non-conforming” Process activities to assign the action to the right responsible and actions follow up to close the gapes and sustain the solution and avoid the reoccurrence.
13- Facilitating the external audits with the external auditors and processes owners
14- Merge ACE (Achievement Comparative Excellence) System With ISO 9001-2000.
15-Responsible for maintaining the Miraco Quality Management System (ISO 9001/2000).
16-Responsible for maintaining the Labs Management System (ISO/IEC17025).
1- Time study for production lines using video techniques and reducing the Taket time from 120 Sec to 90 sec. for assembling the Air conditions condensing unites
2- Analyze production line bottle nicks and increasing the productions line capacity to produce 340 unites per day instead of 290 unites for each production line using Kaizen techniques by the same number of workers and same space.
3- Apply the Kit system assembly to Air conditions evaporator unites assembly line and increasing the capacity from 420 to 520 units per day by the same number of workers and same space.
4- Increase productivity and Utilization of production assembly lines.
5- Production assembly line cost control by utilizing the available resources and removing the waste
6- Monitoring the utilization of Total Preventive Maintenance (TPM) for the production facility
7- Material handling, assembly lines layout enhancement and Improve.
8- New commercial units (Central air conditions unites) Assembly line Design, execute and Supplier Selection to deliver the required manufacturing tools and devices.
9- Solve the problems, searching for tools and make jigs to facilitate assembling new products.
10- Issuing Work Instruction for New products.
Plan, monitoring and follow up the projects progress as
1- 8” sea line Cathodic Protection project.
2- 8” sea line Free Span correction project.
3- Fire fighting system upgrade for crude oil tanks project.
4- Crude oil Tanks Maintenance and Oil dislodging project.
5- Amal-A Platform Cathodic Protection project.
6- Amal-A Platform Boat landing.
Assistant Consultant.
1- ISO Qualification Project in El-Aguizy International Company.
2- ISO Qualification Project in Stars Company for Kitchens Equipments.
3- Quality Assurance Project in United Technical and Engineering Company (Utec)
4- Hazard Analysis and critical control points (HACCP) Qualification Project in
El-Aguizy International Company.
5- ISO Qualification Project in Suez Cement Company.
6- ISO Qualification Project in Alexandria Cement Company
7- ISO Qualification Project in Wazan Company (KITCO) in Kuwait.
QMS Auditor/ Lead Auditor Certified by IRCA reference A17072 Certificate number: 104598