Manager Quality

KAUSHIK HAZARI (********@*****.***)

**** ********* ***. ****** ******, Ca. 94552

Res: 510-***-****; Cell: 510-***-****

OBJECTIVE:

Seeking a position in a dynamic organization, where I can utilize People, Program, and Project Management skills using Six Sigma Methodologies.

SUMMARY:

Highly experienced in Technical Consumer and Commercial Product/ Process Support Management and Manufacturing, including management of people, programs, and projects with proven experience in Hardware and Software Product Support Engineering using social media, Total Customer Experience and Quality (TCE&Q), Manufacturing/Supply Chain, R&D, Information Technology, Sales, and Distribution Organizations.

Demonstrated commitment in managing end to end consumer product life cycle which consists of New Product Introduction, Product Support, Quality, Reliability/TCE and Continuous Process Improvements using Lean Six Sigma Methodologies. (Certified Yellow Belt)

Exceptional analytic skills and ability to manage end to end product life cycle information through project and program management. (HP Certified Project and Program Management) including on-boarding new customers, product support/service partners, and system integration factories by working with ODMs

Strong conceptual technical skills and ability to lead and drive changes by integrating customer needs, business strategies, and people management

Managed and developed global factory, suppliers and field Quality/Reliability strategies, which include Business Processes, ISO 9000 Audits, Measures/Metrics, IT infrastructures, Quarterly Business Reviews (QBR), and Support Structure with third parties (such as Original Design Manufacturer (ODM), Refurbishment Partners, and Product Service/Repair/Call Center Partners)

EMPLOYMENT HISTORY:

Cisco Systems Inc. Cisco Refresh and Refurbished Organization

10/2015 To Present: (Global) Sr. Quality and Systems Manager

Managing global Quality and Reliability of all refurbished products and logistic activities working directly with Sales Operations, Call Centers, OEM, ODM, and Logistics Partners to improve Customer Satisfaction

Manages and monitor product quality for Cisco enterprise routers, switches, phones, telepresence, which resulted in savings of > $200K in annual savings

Developed and established metrics, QBR and improvement processes in order to reduce field factory defects

Effectively demonstrated liaison role between all external partners to improve Total Customer Experience and field escalation rates that resulted in >30% reductions in customer escalations.

Established Closed Loop Corrective actions (CLCA) by providing data on demands and failure analysis by working closely with external refurbish partners, which prevented in >90% repeat defects

Instrumental in developing Field and Factory quality information reports and metrics working closely with IT and implemented prevention processes for the epidemic product failures

Assisted in developing future strategies in collaborations with global Refurbishment Centers, while keeping the TCE beyond satisfactory, by driving process improvements, and establishing/monitoring KPI's and Weekly/Monthly Metrics Reviews

Tata Consultancy of USA

07/2015 To 10/2015: Program Manager

Managing Customer Support projects to improve Total Customer Experience, (TCE), by analyzing Cisco Customer Survey Feedback and Ratings.

Performed survey feedback analysis based upon qualitative quantities results for Cisco software supply chain organization.

Developed Categorization definitions and exemplify specific behaviors

Analyzed Customer feedback surveys by comprehending, categorizing, and provided recommendation to improve customer satisfaction

Provided specific initiative based upon deep dive analysis to a product specific platform

Performed Cost analysis and suggested cost savings opportunities for the product support

Supermicro Computer Inc.:

7/2011 To 12/2014: Senior Manufacturing and Total Customer Experience Manager, (TCE)

Developed objective of quality standards for the manufacturing processes that resulted in improvement in Factory quality >10% and field product return rate >15% within twelve months

Virtually managed staff of over 60 employees including quality engineers, assemblers, and packers, and established quality base culture in the organization

Served as the strategic/tactical quality leader, and ensured processes to measure overall product and suppliers quality and reliability. The efforts included managing ISO 9001 standards such as IQC/OQC/SOP/FAI, initiated 5 S program, established factory and supplier quality metrics/QBR, implemented early warning programs during system integration, and deployed factory and suppliers audit programs

Created quality standards for new products or OEM and non-OEM customers in order to create high customer retention and satisfaction rate. The efforts included working with NPI products, component suppliers, sales team, product managers, technical support, global factories, and customers to ensure high quality standards in order to on-board new and existing customers

Hosted customer audits, escalations, failure analysis using 8D, and investigated process concerns by working closely with the suppliers, global factories, and other cross functional teams to improve TCE

Maintained product qualities with high demands of expedite shipments with product and customer satisfaction improvements

Audited Suppliers, Factories, and Repair Centers to improve the parts reliability and processes, which included developing audit score cards, QBR, and SLA. It also included Total Cost Of Ownership (TOC), assisted procurement in supplier selections, and cost negotiations based upon QBR

Hewlett Packard Company (HP): 9/1983 To 5/2011

Software-as-a-Services Organization (SaaS), HP

9/2009 to 5/2011: Product Support and Services Center Manager

Managed and transformed Software Product Services Group that generated revenue > $10 million in business. Consisted of 27 employees, responsible for over 10 products, and 500 enterprise customers

Demonstrated strong leadership in global start up organization in people management by recruiting highly talented self-motivated employees, coaching, administering annual performance evaluations, and focusing on employee career developments.

Managed and monitored network infrastructure and application administration proactively for the enterprise businesses. Ensured adequate global coverage (24x7x365) using social media, website, SLA management, customer escalation management, and timely response to an outage, maintenance, alarm validation, and customer escalations.

On-boarded new customers by reviewing SLA and performed support cost analysis and negotiations.

Transformed and developed operational objectives and strategies, including leading cross functional Product Support Council, Automating Event Management processes, and implementing diagnostic tool enhancements that resulted in savings of >$250K per year.

Developed and implemented Metrics Based Culture by defining Monthly Operational and Employee Performance Metrics to improve Customer Satisfaction. These metrics included measurement of SLA, customer satisfaction survey, accurate/detailed incident tickets, and postmortem analysis.

Managed strategic and tactical activities by collaborating with key stakeholders regarding project deployment and process issues for support readiness. Improved New Product and Customer Introduction processes and ensured adequate ongoing communication, coordination, training, documentation, and escalations processes that resulted in 20% improvements in event resolution.

Introduced light project management methodology to manage short term process improvement projects to ensure accountability and timeliness of the projects.

Consumer Personal Computer (CPC), HP

11/2002 to 8/2009: Worldwide Quality Information Manager/Quality Program Manager

Led a global virtual team of Regional Quality Program Managers to improve consumer and commercial PC Warranty Cost, Product and Process Quality/Reliability. Partnered with Cross Functional Teams, Support/Repair Partners, and ODMs to evaluate Product Failure Rates and published actionable Quality/Reliability business metrics.

Selected new Repair Partners and ODM factories. The selection process consisted of developing and implementing RFQ/SLA. Led and collaborated in defining specifications of critical data elements and operational metrics to measure product quality and reliability.

Participated in Product Life Cycle to ensure the Consumer Products are designed for DFX using Six Sigma Methodologies (specifically using DMAIC, SIPOC, and FMEA). Managed New Product Introduction (NPI) activities by interfacing closely with ODMs, cross functional team, and part suppliers to ensure best TCE.

Deployed field and factory early warning programs to measure the product and component quality that resulted in savings of >$1million per year.

Improved product reliability/quality of future generation of products which resulted in >15% warranty cost reduction and TCE improvements. Established and influenced Close Loop Corrective Actions (CLCA) processes between Global Support Organizations (Global Repair and Call Centers), and Product Generation Teams (R&D, Supply Chain, Global Manufacturing ODMs).

Led collaborative efforts to audit the factories repair and refurbish center operations for efficiency. Improved processes with clear product quality expectations with ODMs and Repair Centers that resulted in savings >$400K/ year.

Provided Leadership and partnered closely with IT organization in deploying Warranty Management System (WMS) and Product Entitlement Systems. These initiatives included developing Business Requirement Documents (BRD), defining critical global business processes, data requirements, and metrics to improve warranty cost, product reliability and to measure external partner performance.

Led an effort to implement an automated reporting tool to extract drill down data from the Repair Partners and ODMs accurately to publish and analyze quality metrics.

Established Product Quality and Reliability Monthly Metrics Review (MMR) with the ODMs, Suppliers, and Repair Partners for their performance and assisted in driving Product Quality Improvement programs to improve Customer Satisfaction.

Participated in evaluating Quality Business Reviews (QBR) for the Repair Centers and ODMs to measure the performance.

Additional HP experience:

2000 to 2002: hpshopping.com (HPS), HP; Information Technology Operations Support Manager

1998 to 2000: Supply Chain Information Services Organization (SCIS): Technical Support Manager

1995 to 1998: Laserjet Completion and Distribution (LPCD): Product and Process Support Manager

1993 to 1995: North America Distribution Organization (NADO): Information Technology Specialist

1990 to 1993: NADO: Telecommunication Supervisor

1988 to 1990: Support Materials Organization (SMO): Process Supervisor

1983 to 1988: Optical Communication Division (OCD): Product Development Associate

EDUCATION:

San Jose State University, San Jose, CA

Bachelor of Science in Industrial Technology with concentration in Electronics/Computer Technology and minor in Business Administration with concentration in Operations Management.

Chabot College, Hayward, CA

Associate of Arts in Electronics Technology.

Certifications:

Certificates in Radio Television, Electronic Mechanics and Assemblies

Attended Program, Project Management classes and acquired Yellow Belt Certification

Lean Six Sigma Certified

Agile Certified

ISO 9000 Certified

Yellow Belt Certified

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