Six Sigma Customer Service
Resume:
Frank N. Haas
Winter Haven, Fl 33884
Cell: 704-***-**** ~ Home: 863-***-****
E-mail ~ ******@*****.***
To Whom It May Concern:
I am an ASQ Certified Quality Manager, Lean, Six Sigma Master Black Belt with extensive
Manufacturing, Supply Chain, and Transactional experience. I have deployed Lean and Six Sigma in
several Transactional and Manufacturing businesses. Transactional to include: Finance, Legal, Customer
Services, IT, Inventory, with special focus on HR that included: employee on boarding, hiring, career
planning, end to end HR Systems aligned to internal customers and suppliers. Manufacturing to include:
PCB’s (with Hadco, and Additive Circuits), Chemical Plants, Surface Mount Technology (with Solectron).
I am also Certified from Goals/QPCin Hoshin Planning and Deployment. I have lead several Lean Six
Sigma deployments through the implementation of Lean, and Six Sigma methodologies inclusive of:
QMS, and QMS implementation, 5S, Kaizen Events, 6 Sigma Projects, A3, Lean Manufacturing, (Toyota
Production System), System Maps, Value Stream Mapping, Theory of Constraints, DFSS, SMED,
Kanban, JIT, Process Modeling Methodologies, Process Characterization, Project Management, & Total
Productive Maintenance.
Thank you,
Frank N. Haas
Six Sigma Master Black Belt
ASQ ~ Certified Quality Manager
Lean Expert
Frank N. Haas
7337 Bent Grass Drive
Winter Haven, Fl 33884
******@*****.***
Cell: 704-***-**** Home: 863-***-****
I am a Senior Executive with broad business acumen who partners with business leaders enterprise wide
to drive strategic change, quality, productivity, and customer service leveraging the tools of Lean and Six
Sigma. I have worked with Executive teams to lead the Transformation to Process Management using the
Toyota Production System Model.
Wyndham Corporation - Orlando, Florida Largest vacation Ownership Company in the world - $2B
annual sales.
Director, Quality, Lean Six Sigma ~ Reporting to the EVP, CFO 2005 – Present
Responsible for implementation and deployment of Lean, Six Sigma methodology for the entire global
enterprise, reporting directly to the CFO, delivering over $475MM in savings to date.
Established Wyndham Consumer Finance as the Lean Six Sigma Model for the company.
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Optimized all areas from Contracts to Collections. Improved productivity and yields while reducing
FTE by 38%.
Deployed the Model throughout Wyndham. Facilitated over 90 Kaizen events with a focus on
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key areas: Legal, Accounts payable and Receivables, Inventory Control, Consumer Finance, Human
Resource on Boarding, Customer Service, Sales, Finance, and Resort Operations.
Trained 12 waves of Green Belts, 3 waves of Black Belts, 5 waves of Lean applications.
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Established new processes and improved existing processes via DFSS, introduced Lean “Flow”
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concepts in several key operational areas. Identified Key Value Streams and developed functional
“Organization as a System Maps.” Introduced “First Pass Yield” on Key Characteristics @ Gemba.
Characterized Key Processes and used First Pass Yields at the Process Level as a key metric.
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Established statistical control and process capability on key business process to increase operational
visibility through Visual Management and control.
Trained Senior Management on how to organize for quality, and viewing the Organization as a
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System using the TPS Model.
HSBC Mortgage Company – Brandon, Florida
Six Sigma Master Black Belt 2003 – 2005
Responsible for the Implementation of Lean Six Sigma & Kaizen Events
• Saved a $50M loss in Mortgages ~ leaning out processes and removing waste in the Boarding
Processes for new mortgages. Focus was on cycle time and quality. (Mortgages were un-securable due
to quality issues)
• Established process flow with a “Special Team” for the refinancing of mortgages
• Put a visual management process in place for the collections center to reduce cycle time of
incoming calls.
• Established communication boards for visual management to identify current projects, their status,
the key metrics, and actions against identified gaps.
• Applied 5S to the total operations of the Brandon site
• Optimized the flow of incoming and distribution of mail (checks) to post at Account Receivables
Frank N. Haas
Imperial Chemicals Inc. - Cleveland, Ohio Annual sales $1.5B
Director, Corporate Quality & Lean, Six Sigma reporting to the EVP Supply Chain 2000 – 2003
Responsible for the implementation and deployment of Continual Process Improvement initiatives
supporting corporate headquarters business requirements, Responsible for Leaning out the supply chain
operations at 6 plants across North America, delivering over $135MM in savings.
Facilitated Lean and Six Sigma
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deployment at all 6 plant sites, drove 5S, and automated real time data collection systems for OEE.
Conducted Kaizen Events which drove OEE from 28% to 85%. Key equipment was characterized
improving FPY and TPM machine up-time from 55% to 85%
Trained 3 waves of Black Belts,
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conduce numerous 5S Events and Kaizen Events
Instituted Supplier Development
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with key suppliers resulting in “Flow” for many raw materials
Improved FPY’s on filling lines
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and labeling machines reducing C/T by 15%, using “cell systems”
Instituted First Pass Yield on
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batches and identified major quality issues with key suppliers, aligned suppliers with needs of our
processes. Worked with key suppliers to improve their processes and OTD.
Solectron Technology – Charlotte, NC and, San Jose, California Annual sales $18.5B.
Senior Site Quality Manager and Process Improvement 1995 – 2000
Reported to Regional President of Operations and Supply Chain. Responsible for process quality and
deployment of Lean, Six Sigma methodology for a 23 factory campus.
• Facilitated a team of one engineer and 4 front line employees to solve a site wide Final Yield
problem in 3 weeks involving placement of parts and solder paste issues. This resulted in that site
going from a 2 year loss to a profit in one quarter. Yields went from 65% to 95% on high volume lines.
• Performed Kaizen Events in the warehouse, on Lines to improve flow, and at Final Inspection
reducing C/T by 30% and improving machine uptime (TPM) and utilization by 28%. Quality
improved by 15%+ on key products
• Applied DFSS to NPI model and Gerber Data transmission for Fuji robots. Trained 150 Engineers
to Black Belt level, my team was a key contributor to growth from $3.5 B to $18.5B in annual sales
and winning: The Malcolm Baldrige National Quality Award, the NCQLA, and the Goals/QPC
National Team Champion.
Consultant ~ Total Quality Management – Process Management, Process Control 1984 - 1995
Some Key Clients: - Hadco Corporation, Additive Circuits, HP, IBM, Northern Telecom, Ritz-Carlton
Hotel a Baldrige Winner.
Education / Professional Training & Certifications:
B.S. I. E. - Indiana State University
M.S. Administration and Supervision - Florida International University
Certified Quality Manager #3996 - ASQ
Certified Six Sigma Black Belt – Motorola University
Certified Six Sigma Master Black Belt - Crossley Associates & ASQ
Certified Lean Enterprise Systems Design Institute - University of Tennessee
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