Quality Engineering, Quality Management, Customer Service Mgt.

MARK E. BANKS Residence: 252-***-****

*** ******** ***** ********: 252-***-****

Morehead City, NC 28557-9697 Email: *******@*****.***

Leadership of continuous improvement and cost reduction through the design and implementation of business improvement systems characterizes the 30 year career of this quality professional. A strong project manager capable of being the champion for new product introduction, continuous improvement, quality system design/implementation and warranty reduction processes. Achieved registration of 7 facilities to the ISO quality management standard without the use of external consultants. Specific industry experience includes, but is not limited to, custom metal fabrication, manufacturing of consumer products, injection molding, (proprietary and custom), ultra-premium kitchen appliances, refrigeration, defense and marine electronics, and glass containers for food and beverages. Manufacturing process experience includes fabrication, welding/NDT, (structural, pipe, pressure vessels), paint, porcelain, molding and final assembly, both automated and assembly line. Significant experience in recruitment, training, and management of staff; service and warranty program management with national and international responsibilities.

EXPERIENCE

Carteret Community College, Morehead City, NC 2014 – present LEAN Manufacturing Instructor

Develop and provide lean manufacturing training to local industries in the Morehead City, NC area. Provide programs introducing high school students in Carteret County to the manufacturing industry, specifically lean concepts, with the intention of encouraging them to consider manufacturing as a career. Both curriculums utilize a simulation with LEGO blocks where the students build a product contrasting traditional and lean manufacturing techniques. The training compares traditional, cellular, one-piece flow, and flexible workforce manufacturing concepts.

Trained over 100 employees at local manufacturers

Trained over 80 high school students in 2014 and 2015

Trained 12 CCC personnel/instructors and community leaders to present the program to manufacturers in other counties

Developed a course to introduce local non-manufacturing businesses, (hospital, private medical, retail) to lean concepts and help them to see that waste reduction, process improvement and cost reduction using these concepts is applicable in an office environment

Owner / Manager of Rapid Refill Ink, Wilmington, NC 2010 – present Rapid Refill remanufactures ink-jet and toner cartridges for major brand printers, copiers and fax machines. Management and oversight of remanufacturing process including budgeting and cost control, training, management of technical and sales support personnel; purchasing and inventory control; marketing; coordination of community involvement.

18% increase in sales

12% increase in margins through improved manufacturing efficiencies and sourcing efforts

37% reduction in overhead and labor costs

One of the top 20 growing franchises in a 100+ franchise organization

Highest new customer acquisition and retention rate among 5 North Carolina franchises

Recipient of two Rapid Refill Corporate Cascade Awards for outstanding community involvement

Runner up for Franchise of the Year Award

Viking Range Corporation, Greenwood, MS 2007 – 2010 QA Manager Cooking and Commercial Divisions

Responsible for the quality assurance management and continuous improvement process for the cooking and commercial products divisions of a $750M industry leader in high end kitchen appliance manufacturing. Utilized lean manufacturing principals and processes to support both existing and new product development projects. Managed a staff of 21 engineers, technicians and supervisory personnel in a plant with 1,000 team members with 11 assembly lines for major product groups, and an 80 machine fabrication shop. Also served on the lean manufacturing implementation team for fabrication, assembly and design.

Designed and implemented a fabrication audit process control plan with defined audit strategy, checks and assignments which contributed to an 11% reduction in changeover scrap as well as provided training to fabrication and quality assurance audit personnel

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Implemented software/hardware upgrades to automated test equipment stations improving the efficiency and accuracy of the final assembly test process resulting in an 8% reduction in final audit findings

Instituted and completed cross training of test personnel on all assembly lines improving flexibility to meet production demands while reducing down-time waste

Revamped the finished goods audit process and documentation which allowed for an increase in the number of finished goods audited and improved efficiency/waste reduction by almost 25%

Conducted monthly reviews of field failure data with the chief design and manufacturing engineer which resulted in product and process improvements netting a $4.5M reduction in warranty dollars in 2008/2009

SPX Corporation, Process Filtration Division, Newport, NC 2004 – 2006 Quality Assurance Manager, Newport, NC and Canonsburg, OH Facilities Responsible for development, improvement and maintenance of the Quality Management System in North Carolina and Ohio. Maintained registration of these two facilities to the ISO (9001:2000) QMS standards.

Introduced supplier qualification and development processes using standard supplier quality engineering tools, (APQP/PPAP, FMEA), to ensure formal requirements for inspection/test are developed and communicated prior to establishing a relationship with the supplier

Used data analysis tools to identify field issues in order of magnitude, acting as facilitator to implement product design/manufacturing process changes addressing these issues resulting in an overall 25% reduction of warranty costs and improved level of customer satisfaction on the most costly and profitable product line

Managed project that certified all welding, (structural/pressure vessels) and brazing team members to the applicable ANSI standard resulting in a reduction of leaks at station test and final assembly

Quality Engineering Solutions Company, Jonesboro, AR 2001 – 2004 Principal Consultant

Provided quality management system/registration and continuous improvement consulting services for a variety of industries including:

Lubrication and fuel delivery systems for the railroad industry, (established NDT protocols compliant with ASNT-SNT-TC-1A requirements), and glass container manufacturing for the food and beverage industries

FARR Company, El Segundo, CA / Jonesboro, AR 1993 – 2001 Director of Corporate Quality 1996 – 2001

Led the quality assurance and continuous improvement activities for a manufacturer of filtration products with

$300M in annual sales in ten facilities throughout the US, Canada and the UK. Managed a staff of 40 quality assurance personnel in all plants. Multiple facilities were heavy metal manufacturing environments with fabrication, welding, (cold roll, stainless and aluminum), and paint processes. Welding was primarily structural and pressure vessels manufactured in compliance with applicable ASME and ANST requirements. Served as in- house consultant and achieved registration of 7 facilities to the ISO 9000 series of international quality management standards. While not TS16949 registered, qualified as a Tier II supplier to major over-the-road truck manufacturers and railroads, having met all mandatory QS requirements.

Created and implemented an online customer response system that improved the time for response/closure for all documented customer complaints, achieving a 100% improvement over the previous system

Established customer service protocols that were adapted throughout the company and gave a uniform image for all communications, and provided training to assure consistent execution

Decentralized the customer services function to each facility, saving more than $200K in labor costs while also improving customer satisfaction with the response process

Served as quality project manager on projects that provided filtration at the White House designed to reduce the potential for chemical warfare casualties, and installation of a cleanroom environment at St. Jude Children’s Research Hospital providing protection from airborne viruses for children with compromised immune systems

Corporate Manager of Quality Technology 1993 – 1996 Developed and implemented a corporate supplier quality system that included prescribed inspection processes for key suppliers covering critical dimensions, process controls, testing parameters as required, packaging, and reporting for more than $40M in annual purchases which saved more than $250K annually.

Utilized DOE to assess the media manufacturing process as part of a scrap reduction program, achieving an 11% reduction in scrap

Beyond the scrap reduction, a 9% increase in productivity and media efficiency/performance was realized allowing the media manufacturing facilities to be in compliance with all technical documentation 3

Regina Company, Director of Quality and Customer Service, Long Beach, MS 1987 – 1993 Director of Quality and Customer Service

Created and directed the Quality Assurance Department for a manufacturer of consumer appliances with $192M in sales. Managed a staff of 43 quality and customer service professionals located in 3 facilities housing over 80 injection molding machines from 75 to 1500 tons.

Established protocols for scheduled mold inspection and maintenance for injection molding process resulting in a 14% reduction in downtime for unscheduled mold repair

Reduced warranty costs by 40% through failure analysis and the creation of an independent design analysis team

Worked closely with Dow Chemical in developing an impact modified polycarbonate material resulting in annual savings of $1M; this personal achievement was recognized in the February 1991 edition of Appliance Manufacturing Magazine

Established a nationwide network of service providers numbering over 2K, supporting all warranty repair process; project included evaluation, solicitation, contract development, approval and supervision of all warranty activity

Relocated regional customer service call center from Atlanta, GA to Long Beach, MS; including equipment relocation, technical setup, facility development/construction, recruitment and training of a 16 member team

EDUCATION and MILITARY SERVICE

Kennedy-Western University, Cheyenne, WY

Bachelor of Science, Engineering Quality Assurance/Control – Graduated 2003 United States Navy, Charleston, SC

Electronics Technician Petty Officer Third Class

CERTIFICATIONS & MEMBERSHIPS

Certified Quality Engineer, American Society for Quality, 1990; Member ASQ Certified Quality Auditor, American Society for Quality, 1990 Lead Auditor, Arkansas Quality Award – Malcolm Baldridge Criteria Provisional Auditor, Registrar Accreditation Board for Auditors Business Networking International (BNI), since 2010; education coordinator 2011-2012

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