Project Manager Customer Service

JAMES P. KUFNER

**** ******** ***** • Grapevine, Texas 76051 • H 817-***-**** • C 817-***-****

*********@*******.*** • https://www.linkedin.com/in/jim-kufner-8600a216

SUMMARY

A focused and results-driven quality manager and consultant with extensive experience in quality improvement systems, project management, strategic planning, business process improvement, supply chain management, financial justification analysis, application development and implementation, and technical training programs. Leveraged technical expertise with strong communication skills to serve as a trusted team leader. Identified areas for improvement and developed strategies to optimize operational efficiency while maintaining high standards, making significant contributions to the immediate and long-term success of a company.

EXPERIENCE

ELBIT SYSTEMS OF AMERICA, Fort Worth, Texas

Quality Manager, 2002-2016

Oversaw a wide range of projects to assure company’s processes and products met company and customer specifications. Analyzed and reported customer quality acceptance of products as well as on-time delivery performance metrics on a monthly and quarterly basis. Conducted root cause analyses and implemented corrective actions upon identification of noncompliance findings. Prepared and reported recovery plans for programs not in compliance with customer and corporate performance requirements.

KEY PROJECTS AND TASKS---

Led quality improvement initiatives for Department of Defense (DOD) and prime contractor programs, including V-22 Osprey, F-16 Falcon, F-18 Hornet and F-35 Lightning. Improved quality performance of one major program from an at-risk “red” rating with the customer to exemplary “gold” rating in 12 months.

Managed investigation and corrective action of suspect counterfeit semi-conductor components at United States and Israeli plants to comply with AS5553, AS6081, and DFARS requirements.

Performed annual audits of ESA management system compliance with AS9100/ISO9100 requirements.

Facilitated prime contractor audits of ESA management system compliance with AS9100/ISO9100 requirements.

Performed AS9102 compliant First Article Inspections of new design products and processes.

Developed and maintained quality failure databases to perform Pareto analysis to identify and resolve significant quality problems.

Performed surveys of customer satisfaction and led efforts to improve performance and customer satisfaction.

Started and maintained monthly teleconferences with Boeing site management to review quality and delivery performance and communicate corrective action plans and progress.

EXEL LOGISTICS, Fort Worth, Texas

Project Manager, 2001-2002

Developed recommendations to significantly reduce cost and improve inventory accuracy of warehouse operations at a large cellular telephone assembly plant. Also analyzed storage requirements and warehouse cube utilization to improve inventory management practices and consolidate warehouses.

RFQDATA, INC., Coppell, Texas

President, 2000-2001

Led start-up of business-to-business dot-com enterprise. Developed and implemented strategic business plan. Specified and organized core management and operations team. Prepared requirements and guided development of corporate applications, including Microsoft ASP-based website, and Microsoft SQLServer 7.0 database. Oversaw marketing plan and initiatives. Held responsibility for enterprise profit and loss.

COMPUTER PARADIGM GROUP, Irving, Texas

Project Manager, 1999-2000

Oversaw two major projects for the company. Used accepted project management methods to assure the timely completion of projects on time or ahead of schedule as well as at or below projected budget. Regularly communicated with clients to assure the projects were meeting their objectives.

KEY PROJECTS---

Led multi-discipline team in performing assessment of corporate information systems of multiple site manufacturer of commercial signs.

Developed e-commerce strategy for auto mall to sell automotive vehicles and enhance customer services from maintenance and parts departments through web-based applications and electronic communications.

BRIGHTSTAR INFORMATION TECHNOLOGY GROUP, (formerly B.R. Blackmarr and Associates-Rollup IPO), Dallas, Texas

Vice President, Sales Administration, 1998-1999

Administered sales lead tracking, sales contract development, and sales commission preparation programs for the company. Performed these duties concurrently with Project Manager responsibilities. Put in place logical metrics and systems so key company leadership could better understand the status of the activities in these three areas, and also assured sales representatives were properly paid for work solicited and closed.

Project Manager, 1986-1998 (Concurrent)

Supervised consultants and led numerous projects during this period to meet customer needs and objectives. Oversaw appropriate teams that designed and implemented the programs for clients. Assured customer needs were addressed in a timely manner, resulting in regular “add on” project business. Exposed to different types of businesses as well as a number of unique applications for those organizations. At times, served as Lead Consultant as well as Project Leader.

KEY PROJECTS---

Quality Improvement and Management Systems

Developed automated shop floor Statistical Process Control (SPC) quality data collection and analysis systems for printed circuit board production operations of IBM, Inc. Used Dynamic Data Exchange links to collect sensor data from automated process and then perform real-time SPC analysis of multiple process parameters; second application accepted manual entry of inspection data and performed immediate SPC analysis of process quality performance.

Developed quality information system database architecture for Computer Aided Manufacturing International; architecture accepted as United States manufacturing industry standard. Also, completed evaluation of real time process control systems and technology for Computer Aided Manufacturing International, improving quality assurance in precision machining industries.

Conducted benchmark study of impact of 3D mechanical CAD model integrity on downstream manufacturing and quality processes for precision machining industry at a large international manufacturer. Allied Signal, Inc., funded study to quantify problems and to identify solutions for integrating CAD and CAM systems of different vendors. Identified solutions in current interface standards, such as STEP and OLE, and approaches for standardizing product feature definitions.

Developed corrective action plan successful in removing Carlton-Bates, distributor of maintenance equipment and parts, from deferred vendor list of General Dynamics, now Lockheed; corrective action plan included policy and procedural changes, documentation development, revisions to quality control manual, quality audit program, Lotus-based quality measurement and reporting system, corrective action plan for suppliers, and ongoing training and certification program for employees.

Developed automated store staffing system for Pearl Express eyewear retailer; system interfaced with corporate mainframe system to determine staffing requirements for individual stores; system used recent POS sales data and engineered characterization of store operations to quantify customer demand patterns; staffing requirements determined with statistical model built from computer simulation data that determined staffing required to accomplish service level objectives.

Created quality improvement program based on analysis of field failure reports and engineering analysis of assembly processes for reconditioned automotive parts manufacturer.

Strategic Planning and General Consulting

Directed multiple technology modernization projects in automotive industry with General Motors and Ford to assist in implementation of fully automated tri-axis transfer stamping press systems. Completed engineering analysis of electronic control system and electro-mechanical systems; development of operating, preventive maintenance, and electrical troubleshooting procedures; preparation of training materials; and delivery of operations and maintenance classes for supervisors and unionized technicians.

Conducted seven-month performance review of Texas Department of Criminal Justice, 27,000-employee, $2,000,000,000 annual-budget state agency. Addressed organizational structure; information systems; and all corrections, parole, and support operations, including personnel, purchasing, inventory management, transportation, healthcare, food services, prison industries, and contract prison construction. Achieved savings from reorganization, automation, staffing, and business process re-engineering recommendations estimated at $400,000,000 per year.

Managed business process re-engineering and staffing analysis of stocking and customer service operations of Sally Beauty, nation-wide retailer of beauty products. Handled redesign of shipment packaging and stocking procedures to reduce labor requirements and staff scheduling procedures to improve customer service while reducing staff requirements.

Performed business process re-engineering and reorganization of store planning and design operations of Army Air Force Exchange Service (AAFES), worldwide retail organization with $5,000,000,000 in annual sales. Achieved improvements in store design quality and throughput by organizing professional staff into product groups, eliminating unnecessary design steps, and implementing total quality management procedures; included specific recommendations for integrating and fully automating existing capital project evaluation systems as well as design for computerized professional staff activity reporting system.

Systems Development and Implementation

Developed IT strategic plans for mechanical and engineering organizations of Burlington Northern Santa Fe (BNSF) railroad based on management input collected in Joint Application Design (JAD) sessions. Developed object-based design of application to schedule, manage, and report locomotive and railcar maintenance operations.

Developed business requirements, evaluated infrastructure requirements, and developed training in support of the design and implementation of an intranet system within Pizza Hut, a nation-wide restaurant corporation.

Oversaw design and development of PowerBuilder and Oracle system for GTE Yellow Pages, incorporating dynamic GIS maps for producing market analysis and planning guides of local markets for business customers.

ADDITIONAL EXPERIENCE

HALLIBURTON, INC., AND OTIS ENGINEERING, Carrollton, Texas, Industrial Engineer and Project Manager, 1982-1986. Projects included: (1) Performed strategic planning of manufacturing operations of large oilfield services and equipment corporation. (2) Performed economic feasibility analysis for consolidating multiple manufacturing plants into one central facility, including development of production capacity plan and high-level facility layout. (3) Designed and implemented mainframe performance measurement system that also identified problem jobs before work orders released to plant.

LIFSON, WILSON, FERGUSON, AND WINNICK, Dallas, Texas, Project Consultant, 1978-1982. Projects included: (1) Warehouse and inventory control systems improvement project for swimming pool supplies manufacturer. (2) Performed manufacturing operations analysis and recommended process improvements of the stainless steel flatware industry for United States Department of Commerce. (3) Designed manufacturing and warehouse facility layout for manufacturer of water blasting equipment. (4) Developed planning for a highly automated manufacturing plant using US technology for a Japanese manufacturer of automotive air conditioning systems.

GENERAL ALUMINUM CORPORATION, Carrollton, Texas, Project Manager, 1976-1978. Developed and implemented facility layout rearrangements for stamping and assembly operations of aluminum extrusion window and door manufacturer.

SOUTHWESTERN BELL TELEPHONE, Pasadena, Texas, Chief Test Desk Man, 1976. Supervised crew of ten Test Desk Men responsible for testing telephone lines and coordinating field and central office repair activities.

EDUCATION

UNIVERSITY OF TEXAS - DALLAS, M.S., Management and Administrative Sciences – Dec 1979

UNIVERSITY OF TEXAS - ARLINGTON, B.S., Industrial Engineering - Dec 1975

PROFESSIONAL DEVELOPMENT

Pro-Trainer 1 - Competency-Based Training, General Motors

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