Customer Service Manager
Resume:
DOUGLAS E. FIEDLER
***** ******** **** ***** *****, MI 48837
actkpx@r.postjobfree.com
SUMMARY
Successful business leader with experience in multiple industries. As a consultant I have gone into a new industry where I have little experience, learned and improved their processes which translated to savings. I have operation experience in the printing industry leading manufacturing operations with P&L responsibility. Largest operation managed 224 employees with eight direct reports during my 20+ years in the printing industry. Expertise in a wide variety of Industries using continuous improvement concepts resulting in safety, quality, and operational improvements to surpass company objectives. Positions teams to easily incorporate technologic advances through change management and process improvements. Builds strong, efficient teams by fostering a safe and cooperative work environment, strong work ethic, mutual respect, and a passion to be the best.
HIGHLIGHTED SKILLS
Multi-Manufacturing Operations
Lean Manufacturing / Quality (ISO)
Solutions oriented / Sound decision-maker
Process / Performance / Cost Reduction
Strategic / Operational Planning
Project Management
Leadership/Staff Development/Team Building
Communications and Customer Service
Financial P&L
Selling
PROFESSIONAL EXPERIENCE
Dewolff, Boberg & Associates INC (DB&A), Dallas, TX
2011 to Present
Resource to management for improving quality and performance by focusing on existing people, processes and culture to help optimize the client’s investments.
Senior Consultant (2014 - Present), Consultant (2011 – 2014)
Work with Clients in Supply Chain, Engineering, Manufacturing, Quality, and Maintenance departments.
Automotive, Playground equipment and Tobacco processor, worked with production operations using Pareto, Root Cause Analysis, and Action Plans to remove barriers.
Defense Contractor High Explosive manufacturer worked with manufacturing, blending, die cast, quality, and warehouse operating, using 5S disciplines, Pareto, Root Cause Analysis, and Action Plans to remove barriers.
Aerospace industry worked in assembly, welding and machining areas, utilizing the tools set listed above.
Nuclear energy worked with Instruments and Controls, Welding, Insolation, Carpentry, and Supply Chain - Warehouse, using a similar tool set.
HVAC Engineering and machining operations, again utilizing Pareto Analysis, Root Cause Analysis, and Action Plans to remove barriers.
Team Alliance Plastics, Springfield, MI
2008 to 2009
Plastics Recycling Operation
Plant Manager
Safety, quality, operations, shipping and inventory.
Managed equipment and new product projects.
Improved process flow. Reduced wash line water usage with estimated savings of 500,000 gallons of water in 2009.
John Henry Company, Lansing, MI
2003 to 2008
Product packaging for Medical and Pharmaceutical
Manager, Medical Device Packaging
Managed multi-shift manufacturing site: Digital Printing and Label Application divisions; Safety, quality, P&L, pre-press, production, customer service, shipping and inventory. Dotted line responsibility for Carton Production.
Won two supplier awards from Medical device customer and two supplier awards from Pharmaceutical customers. Based on Quality and service.
Advised various ‘Lean Teams’ on process flow improvements. Reduced inventory and improved turns from 4 weeks to 5 days. Removed 800,000 cartons out of inventory. Initiated ABC stratification of inventory.
Won supplier Customer service award from Medical Device Customer.
DOUGLAS E. FIEDLER
Page Two
John Henry Company, Lansing, MI Continued
Improved Operating Income by developing process and quality improvements.
oFiscal 04 $1,000,000 over Fiscal 03 while absorbing addition SG&A costs.
oFiscal 05 $1,000,000 over Fiscal 04. Co-lead Bottom Line team.
oFiscal 06 $200,000 over Fiscal 05, while taking on new costs.
Moore North America, Monroe, WI
1986 – 2002
Manufacturer of business forms, pressure sensitive coating and converting, and adhesive manufacturing.
Plant Manager
Multi-shift, multi-operation manufacturing site with a workforce of 224. Responsible for P&L of this $75M plus per year operations (print and coating). Principal change agent for the site. Directed safety, quality, production, shipping and warehouse, engineering/maintenance, purchasing, human resources and customer service. Liaised with accounting functions, sales, marketing, public relations and the corporate office. Evaluated and implemented new manufacturing techniques and systems. Represented plant at outside activities and functions.
Set Plant Safety record for days without a Lost Time Accident.
Plant of the Month 14 times in a 36-month period for meeting/exceeding continuous improvement goals.
Quality improvement - reduced error dollars each year for a cumulative total savings of over $567,000.
Regularly passed ISO 9002 registration external audits with zero findings, continuous improving work instructions from a quality perspective.
Implemented error frequency measurement; reduced errors/1000 orders by 2.9 and 2.2%, consecutively.
Awarded Corporate Flagship US Plant for cleanliness which improved plant safety.
Reduced waste 12.7%, 11.5% and 11.1% in consecutive years.
Number One Net Profit producing print plant for five consecutive years, Number One Cost Effective carbonless coating plant.
Served as Project Manager for the Restructuring Plan.
Production Manager (Acting Plant Manager), Monroe, WI
Promoted from Acting Plant Manager to Plant Manager after three months of improved net profit of 3.4%.
National Manufacturing Staff Assistant, Monroe, WI and Lake Forest, IL (Corporate Headquarters)
Successfully completed short-term and long-term projects for the Director of Manufacturing. Responsible for the capital budget planning and capital expenditure justifications. Served on various cross-functional national task force teams. Plant closure and equipment redeployment.
Trained plant on Pull (Kanban) Inventory System.
Consolidated product line and equipment redeployment.
Managed total preventative maintenance reducing maintenance costs per plant.
Technical Assistant National Purchasing, Lake Forest, IL and Glenview, IL (Corporate Headquarters)
Handled technical issues and problems dealing with paper at the plants. Communicated with customers on a regular basis. Coordinated new product development projects, and lead paper supplier/Moore Plant quality meetings. Served as the National Manufacturing Quality Specialist – TQM.
Co-leader of Supplier Excellence Team improving supplier total quality.
Improved supplier quality and developed the Supplier of the Year award.
Developed and tightened specifications resulting in improved quality.
EDUCATION AND CERTIFICATIONS
M.S. Project Management, Keller Graduate School of Management, Schaumburg, IL
B.S. Paper Engineering, Math Minor, Western Michigan University, Kalamazoo, MI
Lean / DFSS Green Belt Certification, Six Sigma Online
PROFESSIONAL ASSOCIATIONS
Board of Directors, Monroe Chamber of Commerce and Industry, 2001
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