Leadership & Management
- Determined best method for capturing and translating Business Plan into measurable process, focusing on strategic progress against plan by selecting robust CRM (Customer Relationship Management) software and identifying key elements to use and launch among staff. For more information, click here.
- Developed and maintained effective and efficient internal quality audit department, providing required audits to more than 100 locations using only one full-time auditor by defining methods and building tools that measured and increased visibility of audit results and subsequent corrective actions to organization. For more information, click here.
- Supported creation of $25 million new revenue stream by enabling company to enter ocean freight forwarding business; hired staff and established operations, policies and procedures. For more information, click here.
- Improved company's ability to share information and ensure productivity by establishing Internet repository for company's documents and proprietary information, such as software operating systems, applications, and computer/telephone hardware; provided easy access to employees in multiple sites and states.
- Led change management objective to transform company culture into quality-driven, customer-focused organization and persuaded management to include core quality metrics in management performance reviews and MBOs (Management by Objectives).
- Established corporatewide quality management system, which included coordination and implementation of quality objectives for more than 200 global offices.
Quality Assurance & Compliance
- Achieved ISO 9002 Certification within two-and-one-half years for 100 locations in North America, including Canada and Mexico. Impact was expedient certification, eliminating additional dollars and resources to become certified, and ability to respond to Requests for Quotes by customers demanding ISO certification. For more information, click here.
- Established core standardized policies and procedure manuals for all key processes throughout company that resulted in reducing productivity losses and improving communications. For more information, click here.
- By streamlining processes and improving response capabilities for more than 100 field locations, reduced individual quality audit days from as many as three days down to one-and-one-half days or less. For more information, click here.
- Maintained North American offices' ISO Certification for 13 years with little or no external non-compliance issues within 100 locations/stations, which were subjected to audits every three years.
- Reduced productivity losses more than 50% after streamlining and standardizing activity processes within 13 Ocean offices, assigning accountabilities and ownership for each process, and documenting policies and procedures where none previously existed.
Electronic Quality Tools Design
- Reduced productivity more than 300% for some related tasks and ensured capture of defined, standardized metrics for improvement assessment by collaborating with IT programmers on definition, development, and implementation, of suite containing three web-based, quality compliance tools for all departments to use in maintenance of quality system and ISO compliance. For more information, click here.
- Developed three electronic, Lotus Notes-based databases with internal global accessibility for capturing information flow; includes bulletin boards, document repository for more than 40,000 documents (BAX Library), and Stations/Locations Directory for capturing internal station information. For more information, click here.
- Developed globally accessible, custom electronic database for housing more than 40,000 policies, procedures, and related support documents, which streamlined audit processes and quality compliance for ISO certification; first of its kind in company's industry.
Quality Training & Development
- Reduced 13 different methods for processing customer shipment documents into one standard; implemented change at all 13 locations. For more information, click here.
- Achieved continual ISO compliance with better audit results and fewer nonconformities by developing and delivering Quality Manager training. For more information, click here.
- Reduced activities and resources to achieve compliance with ISO certification without adding new resources; incorporated activities into existing functional positions, which ensured quality management system was implemented equally, continually, and standardized at 102 locations in North America.
Customer Focus
- Reached 200% improvement in station productivity for complaint activities and customer response times after establishing system for communicating customer complaints to management by first filtering need against established policies for escalation and then authorizing resolution. For more information, click here.
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