Profile

I have extensive experience managing people, customers and systems resulting in quantifiable business improvements. One of my key skill areas is the ability to design and deliver performance improvement programmes, which are clearly linked to strategic business objectives and increased customer satisfaction. I have planned and delivered training programmes at all corporate levels that support and drive business strategy through the business.  

Key Skills

Management

Proven leadership, motivational and team building skills. Able to create and encourage positive attitudes at all levels throughout the change process using acknowledged management techniques and strong interpersonal skills. I have experience of managing staff and department budgets.

Operations

Performance improvements based on strategic development and delivered through the execution of detailed and accurate IT systems and processes

Training

Able to design, deliver and facilitate training and management development programmes. Experienced in implementing and running mentoring programmes 

Employment History

September 01 > to present               [snip], Sole trader 

Responsible for all aspects of running the business from product design, suppler control, sales, financial control, product manufacture through to customer satisfaction surveys. This business successfully provides an income and job satisfaction. This activity supports my historical re-enacting hobby (see hobbies and interests). 

June 98 > September  01                   Quality Manager, [snip] 

Reporting to: UK Operations Manager

Achievements and responsibilities: 

Contributed to and facilitated the management team in the development of a process model, which was adopted throughout the UK and across Europe, Middle East and Africa (EMEA). This significantly improved change communication throughout EMEA and enhanced the process of management system reviews. In adopting the process model the regions saw immediate benefits in information dissemination, sharing best practice and the application of training. This model was assessed against the Business Excellence Model in 2001 and achieved runner up European Business Excellence Award 

Designed and implemented a methodology and appropriate IT system to drive process and working practice improvements throughout the company and at supplier and customer interfaces. As a result improvement teams consistently improved output and maintained direction and focus towards the business objectives and increased customer satisfaction 

Established the requirements and project managed the introduction of the Oracle Quality web site based on a web interface using Frontpage. The project was introduced on time and to budget. 

Introduced supplier/customer partnership methodology, which substantially improved interfaces between unhappy customers and Oracle. This included changing both Oracle and customer working practices to achieve a more beneficial business relationship. In one particular case this activity halted the litigation process initiated by one of the company’s large customers. In all cases customer satisfaction was measured and had increased substantially 

Provided advice and guidance on project management, team building and performance management to the other world wide support organisations and customers 

Project managed the UK Support organisation’s registration to ISO 9001 and ensured the approval is maintained and assessed on a regular basis. Liaison with the BVQI third party approval body 

Conducted training needs analysis and designed training courses for induction and on-going personal development for staff at all levels of the organisation  

March 89 > June 98                           Quality System Manager, [snip] EMEA Region 

Reporting to: President of EMEA Region

Achievements and responsibilities: 

Introduced, improved and maintained a Europe Middle East and Africa area total quality management system to meet the requirements of the European Foundation for Quality Management model, which also gained ISO 9001, TickIT, QAG-1 and BABT manufacturing facility approvals. This system also achieved compliance with both Environmental ISO 14001 and Health and Safety management systems. These tasks also included working within diverse multinational teams throughout Europe 

Successfully project managed the continuous improvement programme, which delivered activities focusing on; team building, change management, process re-engineering, key performance measurements and benchmarking. Important areas where performance improvements were immediately recorded were order processing, inventory control, customer project management and interface points 

Involved in major project’s planning, customer approval, implementation, customer acceptance and account reviews. Larger projects include the [snip] and various banks 

Working within the continuous improvement programme I identified the need to improve the interfaces with our suppliers and customers. This required the implementation of new IT technology, which enabled improvements in the auditing and documentation processes and improved our reaction, response and management of customer issues. Significant experience was gained during this IT project 

Managed and developed the Quality team members by mentoring individual members and providing personal development opportunities. I was also responsible for department budget control. 

Completing training needs analysis, designing and implementing training courses throughout the region and within other Racal companies. This also involved the selection and managing of third party training providers 

Performing supplier, departmental, project and process audits and Liasing with B.S.I. to maintain the company’s approvals.

September 88 > March 89                 Quality Assurance Engineer, [snip] 

Reporting to: Technical Support Manager

Responsible for implementing and managing the calibration process and the inspection equipment for testing video and audio products. Training permanent, contract and test staff. Problem reporting and correction, liasing with Japan and the Technical Support Manager 

September 87 > September 88          Quality Technician, [snip] 

Responsible for the customer acceptance testing and inspection of all types of product, including video, audio editing and recording equipment, training of permanent and contract inspection staff                

April 87 > September 87                    Quality Assurance Engineer, [snip] 

Reporting to: Operations Manager

Responsible to the Operations Manager for the quality assessment of tape streamers delivered from the Singapore factory. Problem discovery, reporting and correction including liaison with Singapore factory. Writing procedures and instructions for the receipt, inspection, repair and return of units. Controlling workloads for two inspectors, a production operator and the training of staff. 

May 86 > April 87                              Prototype Wiring and installation Engineer, [snip]

Responsible for manufacturing installation and commissioning of a prototype Tornado flight simulator. 

August 82 > February 86                   Senior Technician, [snip]

Responsible for a three man shift performing first line and preventative maintenance of satellite telemetry equipment, data recording and data transmission lines; manufacture and installation equipment for new satellite ground station for RAE (MOD PE); the compilation and writing of new operational procedures and manuals; running a four man shift of operators and ensuring data quality. Liaison with the Duty Signals Officer at the [snip] regarding re transmission times of data. 

April 82 > August 82                          Test Technician, [snip] 

Responsible for the testing and repairing of two way hand held radios and paging devices; the verification of unit aesthetics prior to quality acceptance tests and checks. 

QUALIFICATIONS 

Priestlands Secondary School,                    C.S.E. English, Mathematics, Physics, Technical Drawing,

Romsey                                                      Art, Chemistry, German, Geography.

Hampshire. 

Barton Peveril Sixth Form College,              ‘O’ level English, Mathematics, Physics, Technical

Eastleigh,                                                    Drawing; C & G Numeracy; ‘A/O’ level Basic Electronics

Hampshire.                                                 ‘A’ level Electronic Systems 

Portsmouth Management Centre                 Quality Management Systems Assessment and audit

                                                                  course (L.R.Q.A.) 

P.E. Batalas Training                                   E.F.Q.M. Company Self Assessment 

Hobbies and Interests 

I am a keen cyclist and compete in road time trials, cross country racing and orienteering. This includes qualifying and competing at national level in hill climbing. I have planned and am operating to a training regime to increase my fitness level.