Organizational Excellence
Resume:
KATHERINE NORENIUS
**.*******@*****.***
linkedin.com/in/katherinenorenius/
SUMMARY
Passionate about finding better ways to do things, I think differently, see things differently, and
leverage these strengths to develop creative, effective solutions and improvements. With substantial
experience I have developed and implemented improvements in a variety of organizations, from not-
for-profits to multi-national corporations, small businesses to Crown corporations. I have mastered
extensive quality management skills, as evidenced by my certification as a Manager of Quality and
Organizational Effectiveness, yet my innate curiosity enables me to adapt the application of those
skills to changing requirements. I revel in the possibilities, the big picture, and thrive on bringing the
vision to life. To assist those who may not have that insight, I have developed expertise in change
management, enabling employees and organizations to manage the transition, to mitigate resistance
and ensure success. I do my homework find out why a wall was built before tearing it down, learn
the pain points of the people doing the work and the customers’ expectations of that work, before
changing processes. Entrepreneurial, I enjoy leading teams to fulfil objectives and roll up my sleeves
to do whatever needs doing.
AREAS OF EXPERTISE
• •
Creative Problem Solving Process Design and Improvement
• •
Lean/ ISO /Total Quality Management (TQM) Change / Transition Management
• •
Continuous Improvement Data Analysis
• •
Quality Management Systems Voice of the Customer
PROFESSIONAL EXPERIENCE
2012 – 2014 SIEMENS CANADA, BUILDING TECHNOLOGIES DIVISION: Building Automation and Controls
Quality Representative
• Led process improvement teams to determine root causes of project nonconformance costs (NCCs) to
develop and implement corrective action, reducing NCCs by 30% in the first year; developed and tracked Key
Performance Indicators.
• Coached managers and colleagues on quality and change management principles and practices.
• Zone Canada Champion for Voice of the Customer: led implementation of relationship and transactional
survey process, analyzed feedback, identified systemic issues and coached management team to determine
root causes and corrective action, improving Net Promoter Score (NPS®) by 51% year over year.
• Developed process to integrate Voice of the Customer with regular sales account management, improving
customer experience and sales managers’ buy-in.
2011 LEGAL AID ONTARIO (LAO): Provincial Agency, Legal Services Provider for Disadvantaged Ontarians
Project Lead, Panel Management Project
• Led project to develop and implement supplier management program to improve oversight of 4000 private
bar lawyers, create more collaborative supplier relationship and introduce performance measures to ensure
quality of service for LAO clients.
• Launched supplier performance metrics dashboard, identifying trends and potential issues requiring action.
NORENIUS 1
2007 – 2010 EXPORT DEVELOPMENT CANADA (EDC): Crown corporation, Export Credit Agency
Senior Change Advisor
• Led organizational change management on major and/or complex corporate initiatives that significantly
impacted the culture and approach to business, including Lean implementation.
• Collaborated with and coached internal clients to develop and implement comprehensive change
management plans, including stakeholder assessments, change readiness assessments, impact analysis,
key performance metrics, evaluation of change management effectiveness etc.
• Facilitated team development and collaboration using Insights® Discovery tools and training.
2005 – 2007 FAMILY SERVICES EMPLOYEE ASSISTANCE PROGRAMS (FSEAP), Subsidiary of Family
Services Toronto. Client was Crown corporation with 70,000 employees across Canada.
Manager, Service Strategy – National Account (National Program Manager)
• Created and managed national programs for client to facilitate and improve organizational and employee
health, performance and resiliency.
• Compiled, analyzed, interpreted and reported data to identify trends and issues requiring focused education
and skill-building; reporting focused on areas of strategic importance, potential opportunity and/or risk.
2003 - 2005 NORENKA QUALITY NAVIGATION, serving Small & Medium Enterprises
Quality and Change Management Consultant
• Advised businesses on organizational excellence, identifying desired future state, assessing current state,
and developing and executing strategy to bridge the gap.
• Improved quality management, process effectiveness, organizational design, leadership, team coherence
and collaboration, and customer focus.
1994 – 2003 METTLER-TOLEDO INC. Weighing systems (manufacturing, distribution and service)
Service (Operations) Manager, Québec West 2002-2003
• Managed 16 field service technicians delivering installation, calibration, repair and preventive maintenance
services to Industrial and Retail customers.
• Led Québec West service region to its first profitable year in over a decade.
• Partnered with global pharmaceutical company to develop first “Performance Service Contract”.
Quality Manager North America 1998-2002
• Led the development and implementation of ISO 9001 Quality Management System for North American Field
Service Operations to successful registration.
• Facilitated cross-functional, geographically diverse teams to identify and refine best practices, consolidated
practices of 27 regions into one consistent set of effective processes for all of North America.
• Collaborated with service guru to develop and deliver customized ISO 9001 and 17025 training to all levels of
organization across North America in English and French.
Quality Manager 1994-98 Worthington Ohio 1997-1998, Canada 1994-1997
• Managed Quality in electronics manufacturing facility, from design through delivery and warranty; developed
and implemented improvements to mature ISO 9001 Quality Management System.
• Led team to overhaul customer returns process, reducing turnaround time from several months to 5 days.
• Led project to achieve accreditation as Alternative Service Provider by Industry Canada; collaborated with
Industry Canada to identify and integrate best practices into program.
• Led improvements in service, administration, safety and manufacturing through analysis of data, application
of total quality management tools and addressing customer feedback.
Manager, Human Resources, Canada 1994-1995
EDUCATION
• Certified Manager, Quality and Organizational Excellence since 2010 (American Society for Quality) asq.org
• Lumina Spark® Certified practitioner since 2010, luminalearning.com
• RAB® certified ISO9001 Internal Auditor
• The Change Cycle™ certified facilitator
• Bachelor of Arts, University of Western Ontario
• Numerous courses in leadership, quality management, business, customer voice, project management,
change management, Key Performance Indicators, data analysis, Human Performance Improvement, etc.
NORENIUS 2
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