Customer Service Quality Assurance

James Long

Professional Profile

ISO / QS ***0 / QS 9001

ISO / TS 16949 / TS 14001

Six Sigma

BPI (Business Process Improvement)

5S

Research and Development New Products

Electrodeposition coatings expert

PreTreatment

Formulation skills

Corrosion Expert

Durability / Delamination

Analysis and Testing

Chemical Laboratory Procedures

Grinding (Paste / Pigment wetting)

Throwpower Effects

Technical support

Trouble shooting and Problem solving

Secure Launch

Quality Assurance

Inventory Control

Computer Skills

Staff Supervision Training

Performance Evaluation

Customer Service

Risk Analysis

DFMEA

FMEA

PPAP

DataPaq (Cure Response)

20 years of manufacturing experience

Experience

PPG INDUSTRIES Cleveland, Ohio (5/1984 to 8/ 2012)

Technical Operations Supervisor and Project Leader

Promoted through ranks from initial position of Development Assistant I/II

and then Senior Development Assistant gaining hands-on experience in all

areas of paint shop operation.

Responsibilities

. Encompass all phases of operation in development of new cationic

electrocoat products for automotive manufacturers.

. Research and Development: Conduct extensive analysis and testing

(physical property, corrosion, analytical (ionic, GC, CE, etc.) on

polymer resins (existing and new Technology).

. Management: Serve as Group Leader and Project Leader for staff of

laboratory technicians with responsibility for delegating assignments,

training, follow up and performance reviews. Work very closely with

Europe, Japan and China on new product approvals.

. Worked with Management to implement 5S standards

. Development Assistant gaining hands-on experience in all areas of

paint shop operation.

. Effectively managing and launching one of PPG's leading Edge Coverage

Programs and Super High Throwpower Technology in the world with

Toyota, GM, Ford and Chrysler. Launch 9 NAMC Toyota plants globally,

3 GM plants and 1 Chrysler plant with Super High Throwpower

Technology.

. Familiar with all Japanese Transplant and OEM testing procedures.

Quality Training and Past Coatings Experience

Quality Training

. 28 years Research and Development and Manufacturing experience

o During this time I worked very closely with our Quality

Assurance Department.

. With Product launches I set all specifications for new

products including KPC's

. First step in the introduction of the new product was

design review (QS-9001/TS-16949) in which the formulator

met and reviewed and discussed the current and new formula

for differences in manufacturing process, raw materials and

specifications. This is also known as the first lot review

meeting.

. Followed initial batches to assure that product design and

specifications were in alignment with lab data.

. I was also responsible for evaluation side by side with QA

to assure the analytical, bath makeup and coating

properties matched the control (standards) to what was

approved with the customer.

. Quality Training and Experience

o Root Cause Analysis (Fishbone, 5 Why, Thought Maps, DMAIC

Process Flow charts, etc)

o BPI (Business Process Improvement)

o SIGMA LOGIC Certified

o Strategic Thinking And Planning Workshop

. Supervisory and Management Training

o 20 plus years management experience

o Social styles training

o Leadership Through People Skills Training

o Distributed all work to meet timelines and goals

o Tabulated and communicated all results in meetings with our

research center (Allison Park / Innovation Center).

o Very successful communication skills with colleagues and

customers.

o Performed mid year and year end employee performance

evaluations.

o Set goals (P&LP, Performance and Learning Plans) for reports.

This also includes training using success factors so reports

have growth opportunities and continue to improve needed skills.

Automotive PreTreatment (Standard and Thin Film)

. Cleaning process - All substrates for a good crystal structure

(Morphology)

o Temperature and surfactants are very critical for good cleaning

o Water Break is visual inspection for good cleaning

. Phosphate Bath

o Critical things are Temperature and time (line speed), along

with assuring that all the chemicals are at the right balance

(pH, Na+, K+, Cl-, etc) for a coating weight that is expected.

o Phosphate is inspected by EDS and SEM to assure that coating

weight is accurate and Morphology is good without voids.

o Sometimes a sealer is used after Phosphate stage, although many

manufacturers have eliminated the sealer and are currently using

DI water.

o Last stage is water to rinse salts off the coating so salts

don't cause hot spots and cause defects in the Electrodeposition

process.

Electrocoating Automotive Experience

. Full Immersion Process applied by amperage and voltage

. Main purpose is corrosion protection. It also helps leveling for

improved full system appearance (helps reduce or smooth peaks and

valleys in substrate for improved DOI and wavescan properties.

. Very knowledgeable in all automotive substrates (CRS, E/G, HIA (GA),

HDG, EIA, Aluminum (6022, 6111, etc.).

. Specialist in formulation, analytical, application, secure launch,

trouble shooting and problem solving

. Risk Analysis - Secure Launch (set up checklist to cover all items

that need to be addressed)

o Plant inspections

o Conference calls (weekly)

o Review timelines, etc

. DFMEA

o 20 years' experience

o Technical put together the D-FMEA, which maps out the risk assessment

and failure modes (low/high tolerances) for each component in the

formulation.

o

. FMEA

o 20 years' experience

o Manufacturing would use my D-FMEA to put together the P-FMEA

o Once the P-FMEA was complete I would get them for review

o Basically this is the risk assessment and failure modes in regard to

the manufacturing process.

. Current State

. Origination - Process Step where failure occurs

. Detection - Process Step where failure is detected

. Process step - Taken from high level process map

. Failure mode - What specifically goes wrong in this process step (can

be technical or physical description)

. Effects of failure mode - What happens as a result of the failure?

. Severity - Severity anchors (If critical it would get a diamond)

. Cause(s) of failure / root cause (fishbone / 5 why, etc - quality

tools)

. Occurrence - Frequency anchors

. Controls - Things that are put in place to keep the failure contained

or alert of the occurrence.

. Detectability - Detectability anchors

. RPN - Severity x Frequency x Detection

. Future State

. Actions - What will be done to eliminate / minimize the chance of the

failure reoccurring in the future

. Responsibility and Target completion date - Assigning specific

accountabilities, due dates, etc..

. Once reviewed - update FMEA with revised severity, Occurrence and

detectability ratings.

. PPAP / APQ Elements

o Identifies KPC (Key Product Characteristics)

o Follows CpK of specifications (the automotive industry requires

a CpK of 1.33 or higher in order to have greater assurance of

compliance to specifications).

. Control Plan development

. 20 years' experience

. I put together many control plans

. Process / Equipment used

. Temperature

. Agitation speeds

. Dwell times, etc.

. Analytical - solids, pH, Conductivity, Acid/Base Meq, Particle Size,

GC (Solvent Analysis), FTIR, CE, Bacteria Testing, etc.

Education

Lorain County Community College, Elyria, Ohio

Coursework: Chemistry, Personal Computer skills, Algebra, Business

Administration, English/Communication

Ongoing Education through professional seminars and workshops, including

Crosby Quality Education System, Social Styles (Leadership through People

Skills), Strategic Thinking and Planning Workshop, Quality Improvement (BPI

Training) and SIGMA LOGIC

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