Germany
25 years + process optimization and assessment procedures with focus on production and After Market Services/Repair/Customer Care: • Creating and implementing systems to increase efficiency and performance within the global Service Network using Lean Manufacturing tools: Kanban System, 6 sigma, VSM, 7 wastes, 5S) • Sharing and implementing Best Practice Standards • Developing and implementing global Service Code Systems and KPI's • Expertise in management systems and certification procedures: ISO 9001, ISO 14001, ISO 18001, QS 9000, EN 61340 ff., ANSI 2020 • Establishing and roll-out global binding Service Supplier Requirements • Designing and implementing internal and external assessment procedures (Front End and Back End): Product-, process and management requirements including follow up • Strong conceptual skills • Leadership: 135 Direct Reports and leading international teams
• Create and Implement systems to increase efficiency and performance in global After Market Service with all Hardware Devices such as mobile phones, consumer electronics and laptops • Optimization and Centralizing of Service Documentation: Review, Simplification, Standardization
Manager Global Assessments und Support (12/2005 12/2014) • Development and establishment of a Care Service Assessment process: Introducing a supplier quality rating system, including main elements of ISO, ESD, OHSAS and environmental aspects • Operational End to End procedures • Development and launch of a self-assessment process for Front End supplier (approx. 2.500 ww): Questionnaire, score card system, onsite random samples and training for 3rd party company for onsite assessment) • Implementing tailor made Lean Management tools for global Back End suppliers (Value Stream Mapping, Kanban, 7 wastes, 5S) General Manager “Service & Competence Center Europe” SCCE (02/2002 – 11/2005) • Management of the global NOKIA Service Center (Bochum), 135 employees • Creation of a Repair Database: • Development of linked Service Codes, aligned with standardized payment conditions in close cooperation with global controlling • Analyzing BER's with deviation of process and efficiency improvements, reducing the BER from 30% to 7% worldwide Regional Quality Manager Technical Services EMEA (04/2001 – 01/2002) Department Manager Quality and Environment „SCCE“ (01/1996 – 03/2001) • Maintaining and improving of an integrated, certified management systems based on ISO 9001, ISO 14001 und OHSAS 18001 Management Representative „Nokia Mobile Phones GmbH“ (09/1994 – 12/1995) • Creating required ISO documentation and perform all internal audits