Michael W. Willis

Sr. Business Analyst & Process Improvement Consultant

*** ******* **** *****, ****, NC 27502

910-***-****

abjck4@r.postjobfree.com

PROFESSIONAL SUMMARY

My leadership and professional expertise in a variety of industries has consistently delivered measurable results. Recent

projects have yielded effective solutions that addressed strategic issues such as the need to:

- transform and modernize system processes and tools

- improve operational costs by improving process efficiencies

- increase customer’s satisfaction by delivering increased levels of service and quality in meeting their requirements

- promote growth and profitability by reducing waste, duplication and complexity

- ensure that all solutions meet customer requirements for products and services

- establish key metrics and KPIs to measure success

EXPERTISE

Requirements Development ISO9001 Lead Auditor Business Case Development Six Sigma Tools

TL 9000 Systems Auditor Business Process Improvement Process Analysis Systems Analysis

Customer Satisfaction Statistical Analysis Project Management Root Cause Analysis

Lean Quality Tools Best Practices Analysis Measurements Business Analysis

Corrective Actions Preventive Actions Internal Audit Vendor Management

KEY PROJECT RESULTS

Presided over process improvements for a large telecommunications firm. The project scope was conceived in several

stages in order to map all of their Call Center’s processes to accurately determine the current state for each one. By

employing relevant process improvement methodologies to the current state model, including stakeholder interviews,

customer and employee surveys and value stream mapping, a future state model was constructed for each process for

strategic comparison and decision making in the change management process. The formal analysis of each process model

clearly showed a path to a better way. When the future state recommendations became current state reality these process

improvements and cost reductions paved the way for not only a smoother running call center, but net savings to the

company of $993,796.00.

Provided consulting expertise in support of planned ISO 9001 deployment within a financial institution. The company aim

was to better understand what ISO 9001 was, should they make the commitment to getting registered and what it would

mean for their institution both internally from a quality perspective, and externally from a customer viewpoint. I was able

to provide them with an initial document review with the goal of understanding where they currently stood with respect to

the ISO 9001 requirements. After providing feedback on the document review they dec ided to move forward with plans

to register to the ISO 9001 standard. The key result was a successful “gap analysis” that clearly demonstrated to the client

organization what they need to do moving forward. The client goal is to be registered in two years so efforts are underway

to remediate all corrective actions identified in the gap analysis. I am continuing to consult with them as needed on best

methods for clearing all corrective actions and preparing for a certification audit.

Project managed a corporate process improvement initiative to determine why a particular circuit board continued to be

returned as faulty but did not fail when tested in-house. This result, known a NFF (No Fault Found), was wasting time

and resources while costing the corporation up to $3000 for each board that went through the test cycle. The cycle was

repeated six times before a board was considered scrap and destroyed. The team was given six months to isolate and

correct the problem. Slightly ahead of schedule, our team, working nearly non-stop in two states and one international

country, isolated the reason why no failure was being identified by the test equipment. In addition the team performed a

Root Cause Analysis of the issue, engineered the appropriate corrective action to take, tested our conclusion and validated

the result. Finally, the fix was introduced in the test facility. The immediate result was a 24% decrease in NFF overall and

nearly a 100% reduction for the circuit board we had been studying ! The company recognized the significance of this

Project by presenting the team with an “Award of Merit” for its efforts. We were told later that the corrective action saved

the company in excess of $500,000 per year.

EMPLOYMENT HISTORY

2012-Present

Business Analysis & Process Improvement Consultant

Key Responsibilities:

Project Management

Process Development and Improvement

Requirements Analysis

ISO 9001/TL9000 Auditor

Gap Analysis

Corrective and Preventive Actions

QMS Enhancement Activities

Key Results:

Managed process improvements that yielded savings of $993,796.00.

Consulted with company executives on requirements and gap analysis providing catalyst for QMS deployment.

Reduced complexity by standardizing form entry and simplifying data requests.

Executed internal audits for supplier selection and standards compliancy.

Key metrics and KPIs for improvement and improved strategic vision for the company.

Tekelec - Morrisville, NC

2005-2011

Sr. Quality Engineer (Operations)

Key Responsibilities:

Lead TL 9000 Systems Auditor (Internal and Supplier)

Root Cause Analysis

Metrics

Statistical Analysis

Tools Development

Supplier Quality and Contract Review.

Project Management

Key Results:

Managed process improvements resulting in a 200% increase in the number of software

upgrades performed annually.

Designed and lead the development of a Method of Procedure (MOP) Delivery Tool and a Job Scheduling and

Resource Management Tool both of which increased the effectiveness of information transfer to customers without

compromising sensitive customer data and promoted the execution of more upgrades in less time.

Resulting customer satisfaction ratings drove call center changes that improved the overall business.

Performed internal as well as suppli er audits in support of TL 9000 requirements related to document control,

resource management, product realization and measurements . This ultimately led to Operations achieving

recertification with no corrective actions.

Provided expertise in the investigation and resolution of root cause analysis activities which yielded

better products, increased customer satisfaction and more efficient technical support.

Collection, analysis and documentation of metrics data for TL 9000 registration purposes resulted in all

metrics requirements being met which also led to no corrective actions during the recertification audit.

1998-2005

Quality Engineer II (Products, Processes and Metrics)

Key Responsibilities:

Business Case Development

Team Lead TL9000 Certification

Designed Hardware Supplier Quality Program

Telcordia GR-78-CORE Compliance

Performed Supplier Audits

Managed Resolution of Corrective and Preventive Action

Software QA and SDLC

Hardware QE and PDLC

Key Results:

Developed business case that provided the necessary information for executives to act on TL 9000 registration.

Successful TL 9000 registration had an immediate effect on revenue because providers were

requiring suppliers to be registered and Tekelec accomplished this within three years of the

introduction of TL 9000.

Active member of the QuEST Forum, the governing body that developed TL 9000

Contributor to the Metrics Requirements Manual

Team leader for compliance to GR-78 CORE. The effect to revenue was seen in a lack of penalties

imposed for not being compliant.

Developed the hardware supplier program which greatly reduced the purchase of hardware that failed to meet TL

9000 standards thus reducing failures in the field and subsequent recalls.

Nortel Networks, Research Triangle Park, NC 1993-1998

Quality Engineer, (Global Quality Process)

Key Responsibilities:

Team Lead for TL9000 Registration

Supervised Field Tracking of Hardware

Collecting, Analyzing and Reporting KPIs

Project Coordinator for Process Improvement Activities

Key Results:

Nortel was the first company to successfully register to TL 9000. This gave Nortel a distinct

competitive advantage early on as a supplier.

The hardware tracking program known as FRIT (Field Return Information and Tracking) provided up to date

statistical, as well as tracking data for field populations to cus tomers and the corporation. It played a key role in the

NFF project described earlier when FRIT data was used successfully to help isolate populations of returned hardware

that yielded a No Fault Found when retested.

1988-1993

Reliability Engineer, (DMS-100 New Products)

Key Responsibilities:

New Product Introduction

Project Coordinator for Fault Insertion Testing

Developed and Executed Hardware Test Cases

Analyzed Test Results and Made Recommendations

Statistical Analysis

Key Results:

New product testing for DMS-100 SuperNode was accomplished on time despite challenging circumstances which

included the lack of availability of key testing boards . The reliability testing, especially the fault insertion testing, led to

the SuperNode product becoming one of Nortel’s best products with many still operational after more than twenty

years of service.

1984-1988

DMS-100 System Technician

AWARDS

Award of Merit (Nortel) - “Your contribution to the No Fault Found Team to reduce the NFF rate from 39% to 15.2%

clearly demonstrates outstanding leadership and teamwork.”

Superior Achievement Award (Tekelec) – “For process and tool development that promoted the ability to achieve

721 critical software upgrades in a timely and efficient manner.”

Customer Service Appreciation Award (Tekelec) – “For process implementation and support in transitioning two new

acquisitions.”

EDUCATION

North Carolina State University 1991- 1993

BS, Applied Sociology

OTHER TRAINING/CERTIFICATIONS

ISO 9001 Lead Auditor Certification (116342)

TL 9000 Quality Systems Auditor Certification (2013-4077)

Project Management & Problem Solving Training

SharePoint Administration Training

ISO 9001Quality System Training

MILITARY SERVICE

US Army - Honorable Discharge 1977-1981

30th Engr Bn, Cartographic Draftsman (Top Secret Clearance)

References available upon request

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