The document is a resume for Vincent Callaghan, an experienced team manager seeking a new management position. He has over 15 years of experience managing teams in recycling, IT, and finance. His skills include team building, project management, process improvement, and strategic planning. He holds certifications in PRINCE2 and ITIL problem management and seeks to bring his expertise to a new employer.
This Slideshare presentation is a partial preview of the full business document. To view and download the full document, please go here:
http://flevy.com/browse/business-document/total-quality-process-tqp-349
Many quality improvement programs fail because they were not managed as a total process. Total Quality Process (TQP) teaches you how to approach quality or any change initiative as a company-wide effort. You will learn how to make a commitment, plan and begin to implement systems for managing quality that integrates all the people, processes/systems and continuous improvement initiatives together.
Based on Philip Crosby's methodology, what this presentation guide will focus is not a new quality control system, but a company-wide approach to total quality. A process for total quality must comprise Quality Management and Quality Improvement. The Total Quality Process (TQP) introduced in this presentation is based on Five Quality Principles and establishes Four Key Activities for Quality Management. TQP is designed to involve every employee in your company in quality improvement efforts.
NO. OF SLIDES = 83
LEARNING OBJECTIVES
1. Explain the Principles of Quality
2. Describe the TQP framework ("House of Quality")
3. Define the Four Key Activities for managing quality
4. Explain the need for a culture change, starting at the top
5. Demonstrate a personal commitment to total quality
6. Explain the TQP implementation infrastructure
7. Describe how to put the systems for TQP into motion
8. Identify ways to sustain TQP activities
9. Understand a manager's role in quality improvement
Lean Management is a continuous improvement management model used in other industries, adapted and proven to be effective for GB dairy farming. Lean Management has sustainability and profitability at its core, by eliminating and preventing the creation of waste and maximising value from the best use of inputs.
This Slideshare presentation is a partial preview of the full business document. To view and download the full document, please go here:
http://flevy.com/browse/business-document/total-quality-process-tqp-349
Many quality improvement programs fail because they were not managed as a total process. Total Quality Process (TQP) teaches you how to approach quality or any change initiative as a company-wide effort. You will learn how to make a commitment, plan and begin to implement systems for managing quality that integrates all the people, processes/systems and continuous improvement initiatives together.
Based on Philip Crosby's methodology, what this presentation guide will focus is not a new quality control system, but a company-wide approach to total quality. A process for total quality must comprise Quality Management and Quality Improvement. The Total Quality Process (TQP) introduced in this presentation is based on Five Quality Principles and establishes Four Key Activities for Quality Management. TQP is designed to involve every employee in your company in quality improvement efforts.
NO. OF SLIDES = 83
LEARNING OBJECTIVES
1. Explain the Principles of Quality
2. Describe the TQP framework ("House of Quality")
3. Define the Four Key Activities for managing quality
4. Explain the need for a culture change, starting at the top
5. Demonstrate a personal commitment to total quality
6. Explain the TQP implementation infrastructure
7. Describe how to put the systems for TQP into motion
8. Identify ways to sustain TQP activities
9. Understand a manager's role in quality improvement
Lean Management is a continuous improvement management model used in other industries, adapted and proven to be effective for GB dairy farming. Lean Management has sustainability and profitability at its core, by eliminating and preventing the creation of waste and maximising value from the best use of inputs.
Browse here to get complete information of Blue Star Infotech such as CIN, ROC, Reg Number, Auth Capital, Paid Capital, Incorporate Date, and directors details of the company.
Technically minded and analytical professional with extensive experience in application support, service delivery management, and IT project administration.
Solid history of innovation and success in providing core IT infrastructure services, leading smooth and seamless transition into production, identifying areas for process and performance improvement, and managing production systems. Adept at administering and delivering technical projects on time and within budget using by using ITIL, CSI, and SIP methodologies. In-depth knowledge and operational understanding of front and back-office requirements, IT infrastructure, release management disciplines, and life assurance and pensions products. Expertise in defining business requirements, designing innovative business solutions, resolving application and infrastructure incidents and issues, and overseeing all stages of system development lifecycle.
1. VincentCallaghan@yahoo.co.uk
49 Ashiestiel Court, Greenfaulds,
Cumbernauld, Glasgow G67 4AU.
Tel: 07775791281
Adaptable and driven Team Manager with experience in the Recycling, IT and Finance industries. I have strong
management and leadership skills, with a proven capacity to build successful teams and establish well organised,
dynamic business units. Currently out of work due to redundancy, I am looking for the right opportunity to bring my
expertise to a management position.
MAIN COMPETENCIES
Recycling and Landfill Management
Problem Management
Incident Management
Team building and leadership
Project Management and support
Process, performance and quality improvement
Organisational change
Strategic planning
Cross Functional team work
Relationship Management
CAREER OVERVIEW
AREA RECYCLING & LANDFILL MANAGER TARMAC: Glasgow - May14 to
Jul16
Area Managed: Scotland and North East England
Six recycling sites. (Recycling of Inert Waste to Aggregate)
One open landfill site. (Restoration)
Two closed landfill sites. (Monitoring and aftercare).
Duties:
Scheduling the movement of mobile crushing and screening equipment between sites.
Organisation of aggregate washing operations between two sites.
Maximise the use of assets to ensure that production meets forecasted sales.
Scheduling of site and plant repairs and maintenance with internal staff and third party contractors.
Hiring of plant, equipment and resources as required.
Creation and application of business strategies for all sites.
Budget, account and stock management to ensure that profits are maximised and regional targets are
achieved.
Provision of reports and presentations for management.
Recruitment, management and development of staff.
Application of Site rules and Health & Safety standards to ensure a safe working environment.
Work with the commercial team to increase market share and develop key customers.
Liaise with both internal teams (Quality Management, Planning, Compliance and Permitting) and external
bodies (SEPA, HSE, Local Authorities, BSi, Waste Management Scotland) to ensure legal compliance with
environmental, waste and planning regulations and the WRAP Protocol.
Manage and investigate customer queries and complaints.
Recycling stakeholder at local and regional meetings.
Growth of the Recycling business through the development of existing sites, the opening of new sites and
product innovation.
Achievements:
The opening of three new recycling sites which increased our profitability and market growth.
An improved relationship with the internal and external commercial teams through site visits, greater interaction
and quick responses to all enquiries. This led to an increased awareness of recycling products and resulted in
increased sales.
Ensured compliance with Internal and External Audits, meeting ISO 9001 and 14001 standards.
2. PROBLEM MANAGEMENT TEAM MANAGER. FUJITSU: Sydney, Australia - Jan12 to
Mar14
I was responsible for the delivery of Problem Management to our customers across Australia. I managed a team of
18 Problem Analysts based at three locations: Sydney, Melbourne and Perth. I also managed a team of 7 Problem
Analysts based in New Zealand for short periods.
The purpose of the role was to provide leadership, support and direction to the team that provide Problem
Management Services to both internal and external customers as part of Fujitsu's outsourcing agreements. The
account profile was extensive, with a mix of approximately 50 major national and international companies.
The role had the following responsibilities:
Maintaining and developing the Problem Management ITIL processes and procedures, ensuring their proper
execution across the team.
Coordination of resources to meet customers’ requirements and business deadlines.
Reduction in incident levels across customers’ IT environment.
Quality Assurance of all reports, data analysis and trending to the customer and the business.
Management of internal escalations across Operational Groups and Service Delivery Managers.
Producing Monthly KPI Reports to Management which includes statistical graphs, analysis and articulation.
Ownership of Knowledge Articles published by the Problem Management group.
Education of Service Delivery Teams and Operational Groups around Proactive and Reactive Problem
Management obligations.
Management of offshore resources for reporting functions.
Recruitment of team members. Management of timesheets and HR issues.
Leading and supporting Problem Analysts in meetings with customers.
Transition of new business, representing Problem Management at all Project meetings and engaging with the
incoming customer.
Achievements
Implemented a new organisational structure which greatly improved the delivery of Problem Management to
our customers.
Updated existing and created new Process and Procedure documentation.
Improved the performance of team members and the quality of reporting, through coaching and mentoring and
the implementation of KPIs.
Changed and enhanced the perception of Problem Management with Customers, Senior Management and the
Service Delivery community, through improved performance, responsiveness, communication and
engagement.
Ensured compliance for ISO 20000 certification audits.
SENIOR PROBLEM MANAGER. ATOS ORIGIN: Livingston – Oct08 to
Jan12
Senior Problem Manager with responsibility for the NHS Scotland and Skills Development Scotland accounts.
Investigation of incidents to ascertain root cause and recommend service improvements.
Production of Major Incident Reports for the client and internal Problem Reports for Service Management,
ensuring that contract KPIs and SLAs are met.
Production of monthly statistical and trend reports for the client and senior management.
Attendance of monthly review meeting with the client contract team.
Documentation of procedures and work instructions.
Maintenance of the Known Error Database.
Ensure that accounts can pass annual internal and client audits.
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3. Monitor and control the progress of all service improvement actions ensuring that updates are made to the
Problem database and Problem records.
Provision of training on the Problem Management process to the Service Delivery team.
Schedules and chairs Problem review meetings
Senior member of Project team with remit to standardise procedures across the national Service Delivery team.
Achievements
Member of National High Performers Group which reviewed company issues and recommended solutions to
senior management. I was invited onto this group as I received consecutive appraisals placing me in the
company’s top band of performers.
PREVIOUS EMPLOYMENT - 1980 TO 2008
Morgan Stanley Card Services – Marketing Projects Associate. Incident and Problem Manager
First Direct Bank – Credit Analyst
Alliance & Leicester – Financial Advisor
Pearl Assurance – Financial Advisor
Inland Revenue – Collections Officer
QUALIFICATIONS
PRINCE 2 - Registered Practitioner
IT Service Management Practitioner Certificate in Problem Management (ITIL)
Foundation Certificate in IT Service Management (ITIL)
Scottish National Certificate in Business Studies
'O' Grade: English (B), Arithmetic (B), Geography (B), Chemistry (C)
Advance Certificate in Word Processing (ECDL)
European Computer Driving Licence (ECDL)
I am experienced in the use of Microsoft Word, Excel, Access, PowerPoint, Visio, Project and the following
specialist applications:
Vision Plus
Business Objects
Crystal Reports
Nimsoft monitoring software
EG Work Manager
PanCredit Loan System
Service Centre (Peregrine Falcon)
Service Now
Unicentre ServicePlus Service Desk
SharePoint
Livelink
Professional courses attended:
Plain English
Assertiveness and Influencing Skills
Performance and Behavioural Management
Presentation Skills
Microsoft Project
Crystal Reporting
Nimsoft System Training
Introduction to Relational Databases
Application Management Essentials (ITIL)
Configuration, Change and Release
Management (ITIL)
LANS & Networking
Networking Essentials
Business Objects
Essential UNIX parts 1 & 2
Introduction to SQL with Oracle
Product Development Process (Project
Management Methodology)
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