Elmer Gordon

*** ***** **** ***. 615-***-****

Murfreesboro, TN 37130 acr127@r.postjobfree.com

QUALITY MANAGEMENT PROFESSIONAL

Quality Leader with repeated success in the improvement of supplier programs, new offer introductions, manufacturing projects and processes, quality management systems, and Customer Satisfaction metrics. Strong management and leadership abilities, combined with excellent interpersonal and communication skills. Consistently provides the best value by focusing on continuous improvement and using the right quality tools and methods to demonstrate key process indicators that lead to solutions. Focused on Customer Satisfaction and ultimately enriching the Company’s bottom-line.

Skills and Competencies:

Leadership & Transverse Management

Lean Manufacturing / Six Sigma Black Belt

Quality Management Systems

Customer Satisfaction Metrics / NPS

Financial Budgeting & Management

Cross-cultural Experience / Management

Quality Tools – FMEAs, 8D, 5Why

New Offer Introductions

Lead Auditor – Supplier / Internal

Risk Management

PROFESSIONAL EXPERIENCE

Schneider Electric – LaVergne, TN 2007-2015

Global Customer Satisfaction and Quality Manager (2011-2015)

Manage Quality activities for Global portfolio of product manufactured in Canada, China, France, and India. Led project, offer, and Customer quality personnel activities to resolve critical Customer issues, improve quality of new offers, reduce manufacturing defects, and reduce field failure rates.

Implemented global procedures to provide a consistent methodology for defining offer quality metrics, measuring trends, and using the results to implement improvements.

Monitored and measured quality performance of manufacturing, customer service and suppliers. Provide results via business scorecard.

Led corrective actions and continuous improvement activities to resolve issues with Customers, Suppliers, and in process.

Led implementation of scorecard for Power Metering projects to aid with the definition of quality deliverables / requirements necessary for successful project launch.

Periodic audits of global manufacturing sites to review quality systems, process controls, and continuous improvement activities

Drove efforts to measure on time delivery to Customers, identify quality trends and causes for service interruptions. Periodic Customer visits to assess satisfaction with results.

Schneider Electric – LaVergne, TN (continued) 2007-2015

Quality Systems Leader & Operations Quality Manager (2007-2011)

Hired to manage all Customer and operations quality personnel activities for LaVergne manufacturing product line. Led improvement initiatives to resolve critical Customer issues, improve operations quality levels, improved Quality Managements system and reduce product field quality defect rates.

Developed and executed an improved / lean process for managing internal repairs. Reduced cycle time for customer repairs from 14 to less than 4 days, and internal repair time from 59 to less than 6 days.

Directed implementation of $85K electronic process for internal defect tracking. Included implementation of barcode traceability for correlation of field defects to internal issues.

Improved the process of classifying FW / SW bugs found during development of process which by categorized according to severity. Used field data to monitor Customer experience with known bugs.

Lead Trainer & Facilitator for plant wide implementation / use of 8D process.

Led restructure of ISO 9001 Management System for PM North America. Implemented standard systems and auditing processes that enabled certification under global certificate.

Toshiba America Consumer Products, LLC – Lebanon, TN 1999-2007

Department Quality Manager (2006-2007)

Promoted to lead Quality department including a $1.5M budget, supplier quality, manufacturing process quality, QA lab functions, resolution of Customer satisfaction issues, and reducing field failure rates.

Advocate for the internal and external Customer quality. Evaluated metrics regarding supplier, process / product quality performance and led / assigned resources to implement quality improvement activities.

Site champion for Six Sigma program. Included the review of project progress, improvements / accomplishments, and nomination of leaders for certification.

Implemented improved process between national service division, software development group, Japan design engineering group, and internal manufacturing engineering group to improve new model Introduction process. Resulted in a 31% reduction of internal process defect rates.

Senior Quality Improvement Engineer (1999-2006)

Hired to evaluate needs and lead projects to improve Supplier performance, internal processes and outgoing product quality.

Leader for audits of domestic and Asian suppliers. Collaborated to implement process improvement activities and reduce supplier defect levels. Reduced from 10,000 ppm to 386 ppm over a 3 year period. Implemented supplier scorecard process to provide monthly monitoring of total supplier quality, delivery, and performance.

Led Six Sigma cross-functional improvement projects - both operational and transactional. Team members included internal cross-functional and corporate members plus suppliers.

RELATED EXPERIENCE

Whirlpool Corporation – LaVergne, TN

Supplier Quality / Senior Quality Engineer

Various duties in the Quality organization: Certified Six Sigma Black Belt, Audit and Qualified Suppliers, Supervisor of Metrology Lab, MRB leader, CMM operator.

EDUCATION & PROFESSIONAL DEVELOPMENT

Certified Six Sigma Black Belt

RABQSA Lead Auditor Training

B.A., Management and Human Relations – Trevecca Nazarene University

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