John is a Trainer and Consultant with over 30 years of experience in Manufacturing, Quality Engineering and Leadership, Six Sigma, Lean, and Customer Service/Sales Operations Management. His skill set includes methods to balance both people and process. This includes the areas of recruiting, training, reward and recognition, coaching, and teamwork. In process quality and cycle time improvement, John has an expansive background in manufacturing, customer service, administrative and warehousing operations. He has also worked with multiple small business clients on business process improvements.
John has worked for several Chicago-based companies as a Manufacturing Engineer and Quality Engineer in a Manufacturing setting. Over time, his responsibilities increased to Senior Engineer, Quality & Reliability Assurance Manager, and Director of Quality and Customer Satisfaction for a large Division of Motorola. At Motorola, he became involved with the originator of Six Sigma on one of the first designs for Six Sigma teams developing a new product line that used Lean methods in the manufacturing work cells and conducted Six Sigma Training for key suppliers. He also was very involved in product reliability improvements and the reduction of failure rates and product warranty costs.
As a Quality Manager and Director of Quality, John was directly responsible for the overall Quality System and meeting the ISO9000 Standards. This role included using customer satisfaction metrics and leveraging feedback. John has led a large complex customer service organization that supported multiple customer sales channels, including thousands of phone and internet transactions each day. He deployed programs to improve customer service and obtained a best-in-class organizational rating as indicated by several 3rd party audits. John spent ten years in a customer service and technical support leadership role as Director of Customer Service for a large division of Motorola.
John is a Senior Member of the American Society for Quality, an American Society for Quality Certified Quality Engineer (CQE), Accelper Certified Six Sigma Green belt, Accelper Master Business Innovator, and completed the Motorola Six Sigma Black Belt Program. John holds a Bachelor of Science Degree in Electrical Engineering from Northern Illinois University.
John can be reached via LinkedIn.