Quality Management Systems Expert Witness

Areas of Knowledge

Strategy Development and business operations plans deployment
TQM implementation
Quality/Environmental systems design
Continuous improvement (Tools and Techniques)
Business process Re-Engineering
Six Sigma project planning and deployment
Service Quality and Customer satisfaction models
Performance management and Balanced Scorecard
Project management and Human Resources

Competitive Edge A thorough Knowledge of the core processes and management systems of a wide variety of industries including some of the Fortune 500 companies in North America and the Middle East.  Excellent experience in strategy setting, reviews and implementation monitoring.

Working Experience

May 04- present, Meirc Training & Consulting based in Dubai, UAE
Partner in Charge of Quality Management Programs

Design and Delivery of training programs;

Consulting in areas of Quality Management, strategy setting, competency framework, KRAs, KPI and the balanced scorecard;

Business productivity improvement consulting.

April 03- April 04, British Standards Institution, UK , Dubai, UAE
Regional Business Development Manager

Delivery of certification and training projects;
Responsible for Business Development in the region;

Setting marketing strategy and managing deployment plans for training and certification programs offered throughout the Middle East;

Directing improvement projects and coordinating plans with other BSI hubs;

Managing annual Training schedule, course outlines and P&L for the Middle East operation.

March 02-March 03, British Standards Institution, Americas, Ottawa, Canada
Training Director- North America Region

Setting marketing strategy, managing and directing external training programs offered in Canada, USA and Mexico with more than 700 sessions offered per year;

Supporting sales team in their Marketing efforts, proposal generation, responding to client inquires and monitoring participants’ satisfaction;

Design and delivery of internal training programs for BSI staff in the Americas;

Planning improvement projects, managing and supporting team through the Americas;

Managing P&L for the Training department for Canada operations;

Evaluating training schedule and reporting on performance;

Assigning resources from a network of instructors and consultants;

Developing and monitoring operating procedures;

Delivering training sessions (Quality, ISO9000, QS9000 and TS16949);

Managing certification projects.

July 01- Feb 02, KPMG QRI, North America, Ottawa-Canada
Training Director- North America Region

Responsibilities same as above. BSI acquired KPMG QRI as of March 1, 2002;

July 99- July 00, KPMG Quality Registrar Inc., Ottawa- Canada;
Client Manager

Delivered certification and training assignments against ISO 9000 and QS9000 both in Canada and the US;

Led and managed certification teams for various projects;
Participated in the practice strategic planning and action plans implementation;

Designed and delivered training on Quality management and auditing;

Worked on various projects to assess and improve the effectiveness of business processes and quality management systems to meet strategic business objectives;

Participated in assessments focusing on environmental impact.

Mar 98-June 99, IBM/GBM (Gulf Business Machines), Dubai, UAE
Quality Specialist (Quality Manager function)

Developed and maintained ISO 9002 system to achieve certification in 1998 earning a CEO IBM award;

Worked with IBM teams to implement TQM principles, and IBM Market Driven Quality (MDQ);

Managed customer satisfaction surveys;

Planned and conducted system assessments to evaluate the effectiveness of   Software, hardware, networking, marketing, finance, professional services and product support services processes;

Designed and delivered quality training for all locations staff (470 employees at different managerial and operational levels);

Supervised and trained the quality department personnel, 28 persons, at IBM’s regional locations in seven countries including training for the Internal Quality Auditors;

Developed metrics to measure the impact of quality programs.

Jan 96-Mar 98, Meirc Training & Consulting Corp, Dubai, UAE

Training Consultant & Quality Representative

Developed and maintained ISO 9001 system achieving certification;

Managed customer relationships and inquires;

Supervised the day-to-day operations to support the delivery of the training programs;

Delivered training and participated in research projects including ISO9000, TQM and cost of living indices;

1995-1996, Talal Abu-Ghazaleh Consulting Co. (Associates of Grant Thornton), Dubai, UAE

Consultant

Planned and implemented ISO 9000 and TQM projects;
Conducted Market Research and Feasibility studies.

1991-1995, The Arab Eagle Star Insurance Co., Amman, Jordan

Assistant Marketing Manager and Quality Coordinator 

Designed Customer service program and TQM tools;

Planned and facilitated quality circles and cross-functional groups;

Delivered training in Quality and Customer services issues;

Managed a marketing and sales unit with a portfolio over US$ 250K.

1992-1995, Bawab & Talhouni For Project Management, Amman, Jordan
Free Lance Consultant And Project Management

Developed construction management schedules for clients and monitored the progress of these schedules reporting back to project owners for projects sizes of $2-10 M.

1990-1991, Community Development Group, EDGO Group, Amman, Jordan

Project Coordinator

Designed and Managed Data Bases;

Participated in the planning of market research projects.

Academic Profile

1996, Masters of Science in Engineering
Industrial Engineering Management
University of Jordan in association with the USAID Program (Georgia Tech University, US)
The Thesis focused on TQM implementation & Quality Management tools

1991, Bachelors of Science in Engineering
Civil Engineering
University Of Jordan

Professional Memberships & Certifications

Green Belt Six Sigma Certification, Motorola University, Dubai, 2005
Certified Automotive (TS16949) Assessor by IATF, VA, USA, 2003
Certified QS9000 Assessor, AIAG, Detroit, USA, 1999
Certified Quality Manager, CQM, The American Society for Quality. Reg.
Registered Quality Lead Assessor, IRCA-UK
The American Society For Engineering Management (ASEM)
The American Society for Quality (ASQ)
The American Institute of Industrial Engineers (IIE)
The American Society Of Civil Engineers (ASCE) 1990-1996

Skills

Excellent Working Knowledge with many of the business computer software including PowerPoint, Microsoft project, Primavera, Lotus Notes, Outlook , MSWord, Excel, Access, Wordpro, Freelance Graphics etc.

Languages: Fluent in English and Arabic; Some knowledge in French and Spanish languages

Professional Development

Quality/Environmental/Health and Safety/Risk Related

TS16949 Automotive Lead auditor qualification course- Reston, VA, 2003
New product development Forum focusing on Risk control products (CAP), BSI-UK, May 2002
ISO 14000 Registered Lead Assessor course- KPMG, Ottawa, 2001
ISO9000:2000 transition training for certified assessors- KPMG-Ottawa, 2001
QS9000 auditor training course- AIAG- Detroit, 1999
QMX quality database training – IBM training Center- La Hulpe- Belgium, 1999
Third party ISO audits with SGS –UK & Jordan, 1998-1999
ISO9000 Registered Lead Assessor course with BVQI, Abu Dhabi, UAE, 1998
Quality & Continuous Improvement Course, MEIRC, Dubai, UAE, 1996
Developing quality system documentation course conducted by Nevile-Clarke.U.K, 1995

Management Related

Internet 101, Roadmaps for success in the internet economy, KPMG/CISCO, Canada, 2001
Management Skills Workshop I, KPMG, Toronto, Canada, 1999
Making Powerful Presentations Course, MEIRC, Dubai, UAE, 1996

Professional Publications

Available Upon Request.