Quality Customer Service

John S. Butorac

**** **** ******* ***** ( Cuyahoga Falls, OH 44223 ( 330-923-

**** ( *********@***.***

Dynamic professional offering a combination of Lean Enterprise and Six-

Sigma process improvement, quality system implementation, facilitation,

training, auditing, coaching, presentation, and team building expertise.

Led numerous Kaizen events, Lean and Six-Sigma improvement projects,

established quality systems and supplier certification processes, conducted

both internal and external audits, established internal training classes

for employees and external presentations for valued customers and formal

learning symposiums. Experienced in driving process improvements while

delivering increases in sales, productivity, profitability, and customer

satisfaction. Self motivated with excellent leadership, management,

oral/written communication, PC, analytical, and problem solving skills.

Quality Education and Training

Lean Mastery Six-Sigma Black Belt ISO 9000 Lead Auditor

Certification Certification Certification

Total Quality Professional Facilitator Customer Research - Focus

Management Training Groups

The Disney Institute Customer Driven Processes Analytical Problem Solving

AMA Management AMA Effective Zinger Miller Leadership

Training Communications Training

Leadership Dynamics Business Development & Deming Quality Symposiums

Expansion

Core Competencies

5S, Kaizen, Six Sigma Lean Enterprise Performance Improvement

Implementation Teams

Value Stream Analysis Corrective & Preventive Data Review and Statistical

Action Analysis

Root Cause Analysis Process Validation & Failure Mode and Effects

Qualification Analysis

Quality System Audits Team and Relationship Leadership

Building Training/Development

Process Mapping Quality Training and ISO 9001/2000 Implementation

Facilitation

Procedure Writing Organizational Maximizing Profits &

Re-engineering Efficiency

Relevant Professional Experience

MARITZ, GENERAL MOTORS, INC. - Southfield, MI (2004-2009)

SFE Quality Facilitator/Consultant

Directed process improvement efforts focused on increased sales, customer

retention and loyalty, and profitability. Utilized Lean, 6S and Six Sigma

improvement concepts. Facilitated business planning and analysis, customer

research, and Kaizen teams. Analyzed data and Customer Research

information, to identify improvement opportunities. Planned meetings and

seminars to teach quality improvement concepts, customer excellence and

industry best practices.

. Generated average net profits of $354,000 per dealership annually,

through process improvements.

. Raised Customer Service Index (CSI) ratings by an average of 20.7%.

. Launched and facilitated various 6S, Lean projects and Kaizen events to

address major process non-conformances, increase efficiency and eliminate

waste.

. Championed quality improvements and operational excellence through

effective training and the implementation of best practices.

. Initiated and facilitated Management Meetings, Strategic Planning

sessions, SWOT Analysis, Process Mapping, and Value Stream Analysis.

. Coached all levels of employees from subordinates to CEOs to maximize

efficiency and effectiveness.

FERRIOT, INC. - Akron, OH (2001-2004)

Quality Systems Manager

Organized and initiated a formal quality system in a custom injection

molding company. Attained ISO 9001:2000 certification and implemented a

complete quality program, including all manuals, procedures, work

instructions, process controls and documentation. Initiated material

identification and traceability, training, testing and inspection

equipment.

. Implemented and achieved ISO 9001-2000 certification in nine (9) months.

. Achieved an annual savings of over $300,000 and a 70% reduction in

defects, scrap and product rework.

. Reduced customer complaints and product returns to less than .7%

. Realized an annual savings of over $45,000 through the purchase of a new

Coordinate Measurement Machine.

. Computerized all procedures, forms and data. Initiated the use of control

plans, FMEA's, first article inspection, capability analysis and control

charts.

Relevant Professional Experience (continued)

. Established a computerized system to control customer complaints,

nonconforming material and corrective/preventive action plans.

. Implemented a computerized Statistical Process Control (SPC) program for

all manufacturing processes and trained all personnel accordingly.

. Initiated Pareto analysis to determine root cause and prioritize process

improvements.

. Interacted with executives and critical customers to demonstrate process

improvements and gain incremental business.

. Introduced positive control and traceability of all documents, materials

and products.

. Conducted ISO-9001/2000 training for twelve (12) Internal Auditors and

all employees.

PLASTIPAK PACKAGING, INC. - Medina, OH (1998 - 2001)

Quality Manager, Quality Engineer

Managed all aspects of the quality function in a large blow molding

company.

. Initiated a new quality system utilizing quality control, quality

assurance, and quality engineering concepts. Hired additional personnel

to further upgrade the quality department.

. Worked closely with manufacturing and packaging design group to revise

process parameters and tooling for improved quality and productivity.

. Initiated capability studies, first article and process validation

procedures, control plans, and Statistical Process Control (SPC), for

continuous improvement.

. Re-designed and supervised the remodeling of the entire quality control

laboratory and offices.

. Reviewed and purchased SPC software which became the corporate standard

for all facilities.

. Chosen to serve on the corporate quality steering committee.

. Supervised and trained a staff of 23 employees, including three Quality

Engineers.

MATRIX, BRISTOL-MYERS SQUIBB, INC. - Solon, OH (1991-1998)

Director-Quality Assurance, Supplier Quality Manager

Managed all Quality aspects of a large consumer product company, including:

Analytical Testing, Laboratory Testing, Incoming Inspection, Packaging

Engineering and Microbiology. Implemented and managed the Supplier

Certification process, incoming inspection and conducted third party

supplier audits.

. Generated savings of over $800,000 the first year through implementation

of a Supplier Certification Program.

. Saved over $500,000 per year by eliminating line down time four (4) hours

per week (due to nonconforming components).

. Originated an incoming inspection department, established sampling plans

and testing criteria for inspection of critical packaging components.

. Led all supplier quality audits based on the ISO-9000 quality standard,

appointed and trained all auditors.

. Established Advanced Quality Planning, Control Plans, Statistical Process

Control (SPC), Capability Analysis and Process Validation for all new

product launches and high-speed lines.

. Created the corporate Quality Manual and the Supplier Quality Manual.

. Established internal quality systems that complied with the ISO-9001 and

cGMP requirements.

. Organized and implemented a Quality Review Board to assess customer and

vendor complaints, determine root cause and initiate formalized

corrective and preventive action with applicable follow-up processes.

. Developed and conducted cross-functional quality training classes and

presentations.

. Supervised and trained a staff of 26 employees, including 5 Department

Managers.

Additional Qualifications

. Experienced in data gathering and statistical analysis, customer research

and cost reduction.

. A trained, professional Facilitator. Experienced in team building,

employee assessments, meeting facilitation and formal presentations.

Organizations

American Society for Quality (ASQ)

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