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Management Consultant and Coach

Richardson, Texas, United States
December 23, 2015

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Curriculum Vitae

Douglas O. Wickey

P.O. Box ****19 Home 972-***-****

Richardson, Texas 75083 Cell 972-***-**** Skype ID – DougW333


I am a multilingual Business Coach and Management Consultant conversant in Business Analysis and Process Redesign, Project Management, Change Management and Business Transformation, Strategy Development, Continuous Improvement, and Lean.

Sectors I have served as a consultant include Manufacturing, Aerospace, Call Centers, Insurance, Hospitals, Oil Refineries, and Mines.

In addition, I have strong Microsoft Office applications, flowcharting tools, and various ERP, workforce management, and operating systems experience.

I have lived and worked abroad and speak fluent French and good German.

My particular focus is aligning business change requirements with effective teams and coaching my clients to ensure sustained implementation of the change and lasting value. EXPERIENCE (Highlights, most to least recent)

Performance Business Coaching, Inc. (Owner)

Business Coach/Management Consultant 1998 to present A 300,000 barrel per day oil refinery had implemented GRS 6D & 6E some years prior but Maintenance had become “high cost” again. A program was crafted to assess sustainability and refresh GRS by working with the Routine supervisors. The ensuing 20 weeks found that most of the prior implementation was broken or twisted to support a new status quo. Supervisors were then coached to stick to schedule and note barriers and break down large jobs to better lead the technicians. Operations second lines were coached to lead Barrier Removal Teams. The larger issue of sustainability and re-implementing 6D and 6E was left for later. A leading operator in the Canadian oilsands had persistent Maintenance cost problems, and ExxonMobil’s Global Reliability System (GRS 6D & 6E) was chosen to address the situation. I led a client team to design the change implementation, align the relevant key activities and stakeholders, train client staff, and coach all levels to transform the way they approached doing Maintenance. Contractor count was reduced while increasing equipment availability, overtime was cut, and the firm prepared for longer range budget objectives. Savings of $30M realized. At a gold mine in northern Quebec I implemented measures in Maintenance to raise productivity of their 21 pieces of mobile equipment by 32% by defining standards for the types of Maintenance work done, logging breakdowns for root cause analysis, optimizing accuracy of parts kits supplied to the Garage, revising Warehouse business rules for critical parts stocking, and by coaching the Maintenance Supervisor. The preceding plus production Short Interval Controls and a 52% increase in mine output by the end of the 30 week project was achieved. A 200,000 barrel-per-day oil refinery on the U.S. Gulf Coast was plagued by a high level of equipment breakdowns, too many maintenance contractors and late maintenance work. To address this, I implemented tools to better manage the Maintenance Planners. Five weeks into the initiative the Planner backlog had declined by 50%. I also designed a report to derive optimal contractor levels by using a six week rolling average of Maintenance Planner inputs. When a leading aircraft manufacturer in Canada had chronic delays installing interiors in their jets, I led predominantly French speaking supervisors, crew chiefs, and cabinet-makers to embrace a System for Managing that enabled a 23% reduction in total hours spent on each cabinet set. After this initiative, I led a series of Lean/Kaizen workshops intended to tie the Cabinet shop tightly to Installation. Two years after this engagement I visited the plant and the vast majority of what we installed was still being used, clearly showing sustainability. When one of the most important hospital complexes in the French university (teaching) hospital system was over budget and underperforming, I led a development team to improve pharmacy service level to the hospital, to eventually consolidate five pharmacies into one. Savings were

€2M realized the first year, with a plan for more. The combination of high government bureaucrats, university professors, and medical doctors made for a very challenging mix of personality types. Centering on “Quality of Care” moderated this. At a commercial flooring subsidiary of a Fortune 10 firm with lagging sales, I implemented a Sales Management System to increase value-added sales activities to revitalize the sales function and grow sales volume. The system had a positive impact on Gross Backlog and Net Bookings during the program, despite initial client skepticism and resistance. At a major medical insurance provider, a 4:1 return was realized by implementing process changes and revising business rules in Underwriting and Billing. This reduced application, renewal, and billing cycle times, enabling the firm to absorb more volume as competitors left the market. Our implementation also yielded a 60% decline in excess calls into the call center. Led a German client team of four professionals at a leading European reseller of Storage Area Network (SAN) equipment to implement a broad array of process change and reporting initiatives in their field service activity. This paved the way for implementation of an enterprise- wide CRM tool, which aligned field technician activities with the firm’s business priorities. Proudfoot PLC – Americas Division 1997 – 1998

Senior Process Consultant

Led client teams in a large Change Management initiative at a leading Canadian cable provider, focusing on BPR and implementation of process improvements as follows:

In the Call Center, problems were identified and fixes implemented to save over $1M annually by training phone agents to solve problems better, and reduce dispatching techs.

Savings of $800K in Field Service were realized by developing a detailed model to bring the organization’s structure and size in line with market demands.

Finally, I developed a model for the Purchasing area to cut PO processing cost by 60%. The Image Bank 1992 – 1996

Distribution/Operations Manager – Still Photography Division – Dallas, Texas

Turned around the firm’s image distribution activity after a hostile takeover brought the firm to Dallas from Manhattan, and expanded production volume by hiring, training and managing twenty staff members while learning the company business.

Directed the organization of the image database to support customer and field office searches, and defined disaster recovery plan for the image archive, the firm’s principal asset.

Re-engineered the Distribution department in line with company strategy, defined and implemented the organizational structure to support the processes, including measures for operational continuous improvement.

Managed a $5M departmental P&L consistently on budget and facilitated several staff members to pursue professional growth opportunities elsewhere in the firm. Texas Instruments, Inc. 1978 – 1989

International Marketing Support Manager – Semiconductor Group – Dallas, Texas

Aligned overseas Group Marketing activities with company strategy to better serve global clients while achieving internal synergy, to cooperatively market products. Production Manager – European Semiconductor Group – Nice, France

Developed solid state speech software for many educational toy and external industrial applications, including lead technical role on the first Arabic speaking learning aid for children.

Developed academic consulting network for a European speech recognition new product development and introduction.

Product Marketing Engineer – Semiconductor Group – Midland, Texas

Established lucrative accounts for speech synthesis microprocessors despite the 1980-81 down turn, working with field sales, factory engineering and planning activities.

Developed mid-America, automotive, distribution and international channels for these chips. Speech Applications Engineer – Consumer Products Group – Lubbock, Texas

Programmed speech software for many electronic speech learning aids and memory expansion modules as a staff linguist using professional audio and advanced computer equipment, including a Russian language product for the 1980 Moscow Olympics. Manufacturing Supervisor – Consumer Products Group – Midland, Texas

Managed 20 assembly line operators from line start-up to model volumes on the “Little Professor” and “Speak ‘n’ Spell” electronic learning aid assembly lines. Engaged the full array of manufacturing process and staff management issues. OTHER EXPERIENCE

International Trade Resource Center, Dallas, Texas -Spring 1991 graduate student intern aiding Dallas area firms’ participation at the Hannover CeBit Fair and U.S.- Mexico trade initiatives.

“Export Control of Technology” – Federal Publications, Inc. - 1987 – seminar devoted to export regulation of high technology: ITAR, FAR, and Departments of State & Commerce licenses. Internationale Begegnung in Gemeinschaftsdiensten, e.V. - 1977 - Group leader in this U.N.- sponsored student summer work program. Language skills honed in Germany and Switzerland. EDUCATION

Bachelor of Arts Liberal Arts and Modern Languages Angelo State University Master of Arts International Management University of Texas at Dallas Certification Professional and Executive Coaching University of Texas at Dallas

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