Customer Service Quality

RICHARD W. MICHAEL

*** **** *****

Lincoln, AL 35096

205-***-****

*.*.*******@*******.***

EDUCATION

Maryville College, St. Louis, MO

Jefferson College, Hillsboro, MO

EXPERIENCE

PPG INDUSTRIES (Automotive tier 1 to BMW, Honda, Hyundai, GM, and

Mercedes)

Site Manager

September 2001 - July 1, 2011

Works 36, Talladega, Al.

. Responsible for 60k square foot assembly facility which produced

glass, paint, fiberglass and chemicals.

. 2 Shift operation, 150 employees

. Responsible for all PPG policy adherences.

. Responsible for maintaining quality from suppliers and to customer

base.

. Build strong relationships with world class customers.

. Drive change through lean methodology, root cause analysis, overall

equipment efficiency using Total Production Maintenance.

. Work within budgetary constraints.

. Ability to communicate to all levels of process.

. Successful launches of five different platforms from Honda,

Hyundai, Mercedes and BMW.

. Responsible for TS16949 and awarded certification in 2003 with

maintained certification by LRQA.

. Responsible for APQA, PPAP throughout campaign of Honda Odyssey

platform, Honda Pilot Program, Mercedes 164 & 166 Program. Hyundai

Sonata Program, BMW Z and X body platform.

October 1998 - September 2001 PPG Industries

Works 14, Mt. Zion, IL

Line Supervisor/Line Engineer Oct 1998 - Jul 1999/Jul 1999 -

Sep 2001

. Responsible for Line 2, 650 tons per day operation of flat glass

float line.

. Create action plans that addressed the details needed to achieve

objectives.

. Provide training to people on how to operate effectively as a team.

. Drive process and operational improvements of plant operations to

maximize yields.

. Develop contingency plans for handling anticipated obstacles or

problems.

. Work with employees across boundaries to identify common ground and

build support.

. Responsible for 12 supervisors, 75 union employees.

.

June 1989 - September 1998

Works 18, Perry, GA

Team Coordinator PPG Industries

. Assist work team with technical problems related to safety,

quality, customer requirements, emergencies, equipment

malfunctions, melting, forming, annealing, cutting, and packing.

. Counsel team members on safety, housekeeping, benefits, payroll,

job performance, and innovations.

. Act as director of the emergency response team to protect the

employees and environment.

. Supply the basic first aid for minor injuries.

. Maintain a work place which promoted and insured the safety and

well being of all team members and insured all team members

understood the quality process as well as the requirements of the

current product.

. Insure the customer service and product requirements were

understood and met by all team members by providing leadership

guidance and the involvement of the quality process.

. Develop and maintain a team concept which worked collectively to

meet the plant goals and mission.

. Provide an environment which enhanced productive communication and

interaction between teams, coordinators, and staff.

. Insure the process was closely monitored and adjusted for maximum

efficiency and productivity.

. Continue to gain knowledge in all aspects of the operation and the

support and development of personnel.

Wks. 9, Crystal City, MO PPG Industries Mar 1978 - June 1989

Batch House/Hot Repair Supervisor Oct 1980 - June 1985

Shift Supervisor June 1985 - June 1989

UNITED STATES ARMY prior

Specialist Fourth Class (E4)

Honorably Discharged

. Experience coupled along with responsibility, discipline, and

leadership skills

. 30 months overseas duty

. Broadened sense of different cultures

TRAINING

. Professional Development in Fisher Controls Systems

. Team Building

. Quality Improvement Process

. Total Quality-Safety Process

. Supervisors Workshops

. Transitional Leadership

. Diversity Training.

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