Quality Assurance Customer Service

Paul R. Chase

*** ****** ****, *******, ** *****

**********@*****.*** 269-***-****

Operations • Quality • Lean • Productivity • Leadership

SUMMARY

Hands on action-oriented visionary professional leader internationally experienced in Aerospace, Department of Defense, Nuclear Power Generation, Quality and Manufacturing with expertise in lean operations, manufacturing management, operational strategic planning, aftermarket-customer support, project management, customer service, and quality management with P & L responsibility.

I attribute my success to the following:

• I am influential and ethical, recognized as an organizational value-added leader

• Establishing outstanding customer relationships

• Skilled in developing and supporting operational business plans and objectives

• Excellent analytical and problem solving skills with an eye for opportunity

• An acknowledged lean enterprise implementer resulting in margin and productivity improvements

• Known for the ability to handle multiple facilities, programs, schedules and deadlines successfully

• An effective change agent building consensus and team buy in

• Accomplished in customer service and aftermarket support resulting in sales growth

• Turning problems into opportunities creating growth in market share

• Vast experience in multiple industries talented in manufacturing, quality assurance, supply chain and materials management

• Gifted teacher, leader and mentor with an energized spirit and emotional intelligence

EDUCATION

Certificate in Executive Management, University of Notre Dame, Mendoza College of Business, 2006

University of LaVerne, Pt. Mugu Extension, Camarillo, CA, 1989-1991

CERTIFICATIONS and LICENSES

Lean Enterprise I, II, and III

Leading Continuous Change

Master Planning of Resources, APICS

Finance for the Non-financial Manager

Leadership Emotional Intelligence

Vendor Certification, University of California, Fullerton

Statistical Process Control, National Summit Group

ANSI 45.2.23 Lead Auditor

Level III ASNT-TC-1A in RT, LP, MT & UT Nondestructive Testing

Level III VE NDE

Level II, ASNT-TC-1A, MIL-STD 271E and NAV-Ships 250-1500 RT, PT, MT, UT, VT, NDE

PROFESSIONAL EXPERIENCE

IMPRO INDUSTRIES, USA, Kalamazoo, MI / Wuxi China 2011

Global casting and precision machining company with 5,600 employees supporting automotive, heavy machinery, aerospace and medical industries.

Director -- Operations Integration

Primary responsibility was to be the Acquisition Integration Leader including facility management, operational integration and process development creating a seamless international business network supporting acquired companies.

• Established Pull System process and system metrics

• OTD improvement - Stryker from 38% to 95%, Parker HSD from 55% to 97%

PARKER HANNIFIN, INC., Hydraulics Systems Division, Kalamazoo, MI/ Wiesbaden, Germany 2000-2010

World’s largest motion & control technologies company with over 50,000 employees in 50 countries and annual sales of $12 billion.

Director of OEM Operations and Product Support (2006-2010)

Completely revamped entire facility improving plant flow while maintaining and improving operational metrics. Established logical value streams supported with centralized stock room and point of use material and kitting with flow lanes. Responsible for all facilities and operational control while improving OEM & Aftermarket sales and margins. Developed capacity and material planning providing ability to properly size the organization. Early adopter of Parker Lean Enterprise and Sales and Operational Planning resulting in the following:

• Finished goods pull strategy to correct/support customer service issues, improving customer service from 72% to 97%

• Continuous 7% year over year productivity improvements while increasing sales per employee by 62% to $381,000/employee

• Key member of negotiation team for a 5 year union contract converting UAW workers to Parker benefits, and established a 2-tier wage system, resulting in projected flat labor costs for 10 years, improving profitability

• 25% reduction in product development process time

• Implemented visual control boards and “visually managed” value streams supporting the creation of self-directed work groups resulting in reduced dependency on MRP

• Initiated daily quality review meetings using Plan Do Check Act action items, improving first pass yield on all rotating products from 75% to greater than 96%

• Developed and implemented the S&OP road map for all value streams

• Led team in establishing contract for F-16 Partnership with Hill Air Force Base, $4 million per year, 10 year contract with 60% margin, reducing labor by 75%

Product Support Director (2004-2006)

Product Support Manager (2000-2004)

Turned an underperforming aftermarket/customer support operation around with operational profit and loss responsibility, results as follows:

• Growing sales from $50 million to $130 million, increasing margin from $19 to $62 million

• Implemented lean manufacturing practices, improving first pass yields by greater than 10% Established point of use kit carts eliminating unnecessary and expensive product travel

• Secured F-16 R&O Hydraulic Pump contract through increasing productivity from less than 100 units per month to greater than 400 units per month supporting the War Fighter at a critical juncture in the War on Terrorism

• Implemented process flow initiatives reducing turn-around-time (TAT) from 64 days to less than 15 days

SPINCRAFT, North Billerica, Massachusetts 1999

Metal spinning manufacturer, primarily supporting aerospace launch vehicles in both manned and unmanned markets

Quality Assurance Manager Responsible for quality assurance program developed and implemented ISO-9000 QA system

• Developed automated dimensional inspection and NDT methods and secured ISO 9000 Registration

ABC RAIL PRODUCTS CORP. Chicago, Illinois 1998–1999

World-Wide Specialty Rail Road Track Products Manufacturer with 10,000 employees.

Site Manager

Provided consulting services in Quality and Operations was asked to turn around a failed start up Rail Mill operation; due to poor performance in quality, production and cost, results as follows:

• Improved manufacturing practices changing Rail industry expectations relative to accepted machining quality

• Reduced production cycle time from an excess of 6 hours to less than 3 hours

• Turned daily production rate around from zero rail sets/day to between 20 & 30 rails sets/day

FISCHBACH POWER SERVICES (FPS), Brockton, Massachusetts 1992–1997

Nuclear Services Contractor with 3,000 employees.

Director of Quality Assurance

Responsible for ensuring company adherence to Federal Regulations, Codes and Standards for maintenance of the Company’s NA, NPT, PP, U, S, A and R Certificates of Authorization to fabricate, assemble, install, repair or modify Instrumentation, Electrical Equipment, Piping Systems and Mechanical/Electrical Components. Additional responsibilities included QA, QC, NDT, Weld process development, welder qualification, Vendor qualification and certification, applicable governing Code compliance for procedures, systems, audits, processes, equipment, and material and personnel qualifications.

• Weld process development, welder qualification, ASME Code compliance, systems and personnel qualification

• Developed materials manufacturing and qualification certification program resulting in securing approval of ASME Nuclear Certified distributor and manufacturer certification

• Managed multiple nuclear and commercial maintenance contracts nationwide requiring training of all QA/QC personnel

ABEX/NWL AEROSPACE, Oxnard, California 1986–1992

Leading Hydraulic Pump Manufacturer with 1,500 employees

Director Manufacturing/Machine Shop Operations/Pump Product Line (1989-1992)

Procurement Quality Assurance Manager (1986-1989)

Responsible for operational control of Machine Shop, Assembly & Test, Production Control and Manufacturing Engineering , 280 hourly, 35 salaried

• Installed cellular manufacturing reducing WIP by 57% (machine shop operations)

• Secured Boeing D1-9000 Quality System Approval

• Eliminated 37 stocking operations by installing a sub assembly cell in the Pump Assembly and Test Department

• Reduced Pump throughput time from 25 days to 15 days, a 40% improvement

• Realized a 28% productivity gain by increasing daily average pump production

• Established innovative testing methods reducing test time by 66%

• Improved customer satisfaction through shipment schedule, reduced delinquency by 26%

EARLIER POSITIONS

Quality Assurance Manager, Walworth Company, Canton, Massachusetts

Quality Assurance Manager, Grinnell Fire Protection, Providence, Rhode Island

Purchasing Manager, Lytron, Inc., Woburn, Massachusetts

Senior Quality Assurance Engineer, Crosby Valve and Gage Co., Wrentham, Massachusetts

SOFTWARE SKILLS

• Microsoft

o Office

o Project

o Access

• ERP Systems

o Oracle

o MSS

o SAP

• Value Stream Mapping – Visio

• Statistical - Minitab

• Lotus Notes

• Adobe Acrobat

PROFESSIONAL DEVELOPMENT

Graduate of the Disney Institute

Material Handling Institute Lean Material Handling

Total Productive Maintenance TPM Level I

Boston Chapter of American Society of Mechanical Engineers, ASME Section IX

NMA Self Actualization Management

Project Management

Valve Inspection

Metallurgy, Welding and Joining - Metals Engineering Institute

Weld Inspection and Quality Control – MIT

Theory and Application of Ultrasonic Methods.

Nondestructive Testing Refresher Course in RT, UT, LP and VT

Advanced Techniques and Research Methodology Practices, RT and UT

Nondestructive Testing RT, PT, UT and MT

HONORS and AWARDS

Selected as National Management Societies Manager of the Year

Awarded ASME commendation for Material Manufacture/Supplier process development

NASA Award for Space Shuttle Support

Parker Hannifin Awards

• 3 Customer Service Awards

• Mentor Program Award

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