Six Sigma Management

Dennis Kehoe

Director of Operational Excellence

ITIL/Six Sigma/BPR

Experience Sep 2006 - Nov 2010 TATA

Consultancy Services

Director, Global Consulting Practice

Program manage client initiatives utilizing

Business Process Excellence programs relating to

Infrastructure & Applications, Call Center & Help

Desk, and Data Centers utilizing ISO, Six Sigma,

and ITIL methodologies to increase efficiencies and

effectiveness

Develop, deploy, and implement training programs

for personnel to gain certification in professional

products and methodologies

Drive Continuous Process Improvement (CPI)

implementing audit and assessment tools and

technologies

Direct vendor and internal resources in developing

Six Sigma and Lean methodologies

Partner with an organizational leaders to audit,

review, and implement policies, processes, and

procedures driving standardization

Design and deploy communication plans and awareness

to promote portfolio management by identifying

opportunities for process, productivity, and

quality improvements in all cross functional areas

utilizing Scorecards and Dashboards to facilitate

understanding

Develop and mentor Champions, Process Owners, Black

Belts, and Green Belts to deliver operational

excellence

Drive operational effectiveness and efficiencies to

eliminate waste and increase return on investment

Clients included Verizon, Bank of America, Citi

Group, Comcast, and AT&T

Aug 2003 - June 2006

Quest Diagnostics

Director, Program Management Office

Strategic partner to executive level and

operational leadership for all Corporate IT,

Quality, Governance, and Business Unit related

programs

Align project portfolios to functional area metrics

and performance goals

Responsible for the continuous improvement through

the utilization of all Lean Six Sigma and a cadre

of 23 Black and 80+ Green Belts

Accountability for leading the design and

deployment of industry and best-in-class benchmark

performance metrics (i.e. Balanced Scorecard)

Manages P&L for all Operational Excellence/Lean Six

Sigma activities

Drives cultural understanding, acceptance, and

utilization of process excellence throughout the

organization

Lean initiative deployment for call center/help

desk consolidation focusing on Change/Incident

management utilizing both Six Sigma and ITIL

framework

Facilitate the simplification, standardization, and

wherever possible, automation for policies,

processes, and procedures for global

implementation and audit

Initiate a professional development program for all

Six Sigma personnel within the corporate level

infrastructure for Lean/DFSS/CMMI & PMP

Responsible for program oversight and commitment to

all strategic and operational initiatives to

maximize ROI and review value proposition for

existing processes and metric based scorecards &

dashboards

Facilitate and manage the development and

deployment of enterprise level CMMI, SDLC, SQA,

application development programs

Jan 2002 - Aug 2003

Senior Consultant - Business Process Management

Facilitate program and project management

requirements by developing strategic and tactical

plans utilizing ITIL and Six Sigma methodologies

Utilizing a well defined Six Sigma methodology

(DMAIC & DFSS), provide vision, leadership, and

change management for developing and implementing

initiatives that create a competitive advantage in

a constantly changing and intensely competitive

services industry marketplace

Assist in developing long term, 3 to 5 year,

business plans to design, develop, and deploy

strategic corporate goals and objectives to provide

continuing improvement

Provide and implement business-wide technology,

knowledge and information management

recommendations to leverage corporate resources and

costs

Provide leadership and guidance in deployment of

Six Sigma to meet strategic and tactical objectives

Lead development deployment of Black Belt and Green

Belt resources to identify key performance

indicators (KPI) and critical to quality (CTQ)

contributing to maximizing service deliveries and

cost reductions

Assist in developing LEAN methodologies for

optimization of people, processes, and technologies

in process optimization with industry best

practices in process controlled major manufacturing

facilities for Fortune 100 clients

Establish relationship between IT and other

business operating units to ensure proactive

participation in all future and on-going

requirements

Infrastructure analysis and assessment for Data

Centers, NOCs, Call Centers and Help Desks

Vendor relationship management on large-scale

deployments

Define plans and documentation requirements for

Configuration Management

Develop methodologies to incorporate Problem and

Change Management, Issue Resolution, Business

Continuity, and Disaster Recovery

Develop effective communication plan for senior

level executives and managers

Identification and implementation of tools and

technologies to match strategic goals and budgeting

guidelines

Process development for Standard Operating

Procedures, SOP, Policies and Procedures, Service

Level Objectives and Agreements, SLO & SLA,

Statements of Work, SOW, project planning and

timeline development. Managing scope while

delivering to budget and client expectations

Develop ROI matrix and monitoring for financial

planning to reduce costs of delivering services

(CODS)

Feb 2000 - November 2001

Sun Microsystems Inc.

Regional Director, Delivery Management

Responsible for business development marketing and

direct sales of products & services

Management for all Vendor product and service

deliveries by developing RFP/RFS contracts

Aligned all executive level strategic business

plans directed toward improving quality and process

solutions to include: vision, goal, objectives,

organizational and P&L structure, and matrix for

measuring and monitoring achievements and

milestones

Provided enhanced assessments for client Disaster

Recovery and Business Continuity in compliance with

strategic goals and mission

July 1995 - Jan 2000

Compaq Computer Corp.

Director, Managed Services - Professional Services

Functional responsibility, as interim CIO, for

corporate managed services contracts with P&L $20+

million in annual revenues

Responsible for strategic, senior level (C-level)

relationship management for all Vendor Managed

Programs and Services

Managed personal as well as professional

relationships to develop long term strategic

business goals involving business and technology

solutions for i.e. Chrysler, Alcatel, Bristol-Myers

Squibb, Wells Fargo

Developed process, change, and technology solutions

during design and implementation of Lean principles

Responsible for the implementation of automated

tracking for logistical support requirements,

replenishments, and overall consolidation of

primary vendors for Supply Chain senior management

initiatives

Primary focus was in senior level management for

delivering IT implementations and managed service

contracts for Data Centers, Call Centers, and Help

Desks

Developed and implemented policies & procedures for

Change Management, Risk Management, Business

Continuity and Disaster Recovery based on business

requirements future growth projections

Maintained client relationships and increased

account margins by reducing CODS while building

revenues based on increase of product and services

delivered

Managed all aspects of the outsourcing technical

management team by developing plans and models for

time management, training, staffing, budgets, and

servicing for all existing business requirements of

the client during: Transition, Implementation, and

Steady-State Delivery. Staffing 200+ team members

in IT corporate management teams, Call Center

staff, Operations, Infrastructure, and Applications

Development.

Developed organizational design, operational

strategies & performance, staff development &

mentoring for top tier client services

organizations

January 1993 - June 1995 K Consulting Southridge,

SC

Principal, Business Process Reengineering

Developed Business Process Reengineering within

service and support environments for manufacturing,

healthcare, and government.

Partners Healthcare, Boston, MA - Senior Project

Manager for centralizing Infrastructure support

services - Data Center consolidation, Business

Continuity and Disaster Recovery, Call Center/Help

Desk redesign

Created policies and procedures to integrate

existing resources from a reactive, indecisive

organization into a proactive, cost effective team

Developed Call Center/Help Desk solutions for full

product life-cycle implementation. Advocate for

client in vendor selection and negotiations.

Quality Program Director for Medical Device Mfr

overseeing manufacturing, new product development,

compliance/governance GMP & ISSO 9000 Certification

1968 - 1992 United

States Marine Corps

Military Leadership and Technical Management

Information Systems Officer (CIO level) major

installation in Asia Pacific - responsible for the

computing and telecommunications strategic

deployment and maintenance management for a

community of 6,000+ US Marines and 12,000+ Japanese

government personnel

Ground Electronics Maintenance NCOIC

Calibration Facility NCOIC

Marine Corps Drill Instructor - Parris Island, SC

Formal Schools Instructor

Education

1991 University of Maryland, International

Studies Group

M.B.A. Business Administration and Technology

Leadership

1986 University of Maryland, Military

Services Affiliate Program

M.S. Education

1982 University of Maryland, Military Services

Affiliate Program

B.S. Computer Science

2010 Lean Master Certification - Villanova

University

2008 ISO 20000 Foundation Certification -

Service Management

2005 ITIL Master Certificate - Service

Delivery & Service Support

IT Services Management Institute

CMQ/OE - Certified Master of Quality/Operational

Excellence

American Society for Quality (ASQ)

Executive Presentations & Power Presentations

Executive Communications Group, Peter Giuliano,

Chairman

2000 Six Sigma Master Black Belt - Six Sigma

Academy

Sun Microsystems Corporate Training Program

1998 Six Sigma Black Belt - Six Sigma Academy

Compaq Computer Corp, Houston, TX

1995 Project Management Professional

Certificate

Boston University, Boston, MA

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