CV, Based in Dubai a Director, Operational Excellence, seeks openings

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Serial No: 26460

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Current location:  Dubai, United Arab Emirates - View on map

Nationality: American

Spoken languages: english, Hindi, Urdu

A Senior US Executive, with over 20 years of international experience in Hospitals, Banking, Takaful, Human Resource and Manufacturing in multinational companies in U.S.A., Kingdom of Saudi Arabia and United Arab Emirates. Extensive knowledge and expertise in initiating and implementing Value Stream Management, Capacity Analysis, Business Process Reengineering, 5S, Eight Wastes, Lean Six Sigma, Human Resource Best Practices, Performance Measurement, Net Promoter Score, Key Performance Indicators and Customer Satisfaction Index. Excellent listening, mentoring, coaching and communicating skills with direct and collaborative leadership style to promote outstanding performance through inspiring shared vision, self-motivation and enhancing processes. A list of key competencies includes:

Leading teams of direct and indirect professionals and executives in USA, Europe and Asia

Implementing Value Stream Management to increase efficiency and reduce defects

Extensive experience in Business Process Reengineering and Six Sigma implementation

Designing and implementing Key Performance Indicators to increase market share

Leading senior management teams to successfully design and implement Net Promoter Score

Implementing Customer Complaint Tracing System and Customer Satisfaction

Delivering high-level custom designed seminars on networking to increase market share for multinationals

Sharing and implementing HR best practices with local and multinational companies

Trainings conducted in the areas of Operational Excellence,

Lean & Six Sigma, Business Management & Strategy, Human Resource best practices,

Customer Service Excellence, Decision Making & Problem Solving, Presentation Skills

Value Stream Mapping, 24/7 Leadership, Effective Communication 

PROFESSIONAL ACCOMPLISHMENTS 

BLUE OCEAN, Dubai – UAE                                                                                                        2014 – Present

Management Training & Consultancy

General Manager

Blue Ocean Academy’s brand new solutions are particularly relevant in today’s resurgent Middle East economy, where investing in employee learning programs showcases a company’s commitment in creating a sustainable business culture. This, in turn, increases profitability, builds loyalty and employees are committed to the success of the organization as a whole.  Following are some of our 400 clients:

The region’s premier knowledge empowerment enterprise, Blue Ocean Academy is set to blaze a new trail of success.  Armed with its brand new consulting and training solutions, custom -designed to provide a makeover to major companies as well as small and medium enterprises, Blue Ocean will set a new benchmark in building capabilities, translating directly into organizational profits.

Headquartered in Dubai with a strong presence in the Kingdom of Saudi Arabia, Qatar, India, Africa and Sri Lanka, Blue Ocean stands on an enviable reputation built on 18 years of training, 75,000 alumni worldwide and a global network of certified trainers, prestigious international certifications and multinational partners. 

Operational Excellence, FZE – UAE                                                                                   2013 – 2014

Business Management Consultants

CEO

Business Management Consultancy to help organizations achieve EXCELLENCE in everything they do i.e. “From Phone ringing to Bills paid”. Help organizations to have a holistic view like Voice of their Associates, Voice of their Customers and Voice of their Processes. Learn to identify WASTE’s in your processes and then reduce/eliminate them.

Learn tools like 5S for workplace organization, resolve issues using KAIZEN Events, streamline business processes using Value Stream Management (VSM), be a world class in HR practices by using Bench-marking. Learn soft skills to create a WOW! for your customers and achieve loyalty over satisfaction.  Learn to implement Vital Few measurements to see your journey from Good to Great. Be a World Class. 

Great Place to Work Institute, UAE                                                                                       2011 – 2013

HR Management Consultancy

CEO                               

Provided strategic guidance and support for Great Place to Work Institute (GPTWI) UAE, a research and management consultancy, based in Dubai, UAE. GPTWI UAE offers workplace assessment and advisory services, HR planning and support, management development, Performance Management, and Process Improvement tools like Dashboards, Kaizen Events, Value Stream Management, Six Sigma, Operation Excellence, Focus Groups, Teambuilding to name a few.

• Grew client portfolio size by 100% in one year, by initiating creative use of social media, online campaigns and seminars.
• Consulted key accounts with strategic initiatives to increase productivity, employee loyalty and engagement and decreasing turnover by 20% within a year.
• Led and implemented HR “Best Practices” with local and multinationals clients, successfully increasing credibility, respect, pride, fairness and camaraderie.
• Designed and delivered high-level seminars for networking and idea sharing for senior HR executives to positively affect human capital engagement and efficiency.
• Chaired HR seminars and conferences for awareness of Great Place to Work Model. 

King Fahad Medical City (KFMC), Riyadh, KSA                                                March 2011- July 2011

Chairperson, Head of Business Performance & Organizational Management  

• Developed and implemented multiple business Dashboards across KFMC for better trend visibility.
• Established and monitored Key Performance Indicators (KPI’s) across eight hospitals to increase process predictability reduce bed utilization and lower infections and patient falls.
• Contributed to the accreditation preparation for Joint Commission International (JCI).
• Designed mechanisms for capturing Voice of Staff, Voice of Customers (Patients) and Voice of Processes to increase patient satisfaction and reduce patient wait time.                                              

Noor Takaful, U.A.E – Insurance Provider                                               February 2010 – March 2011

VP, Head of Business Process Engineering, Customer Service, Quality & Training 

• Implemented Lean & 6 Sigma in key business processes and reduced turnaround time by over 50%.
• Led the team of divisional heads in successful document compilation, receiving Dubai Quality Appreciation Program Award for Noor Takaful.
• Developed Key Performance Indictors (KPI) and Service Level Agreements for better process controls.
• Implemented outbound call to capture customer feedback and measure “Net Promoter Score” (NPS).
• Led the team for successful application for ISO 9001: 2008 certification.                     

 Noor Bank, U.A.E – Financial Institution                                                                  2007 – 2010

Vice President, Group Head of Business Process Engineering & Service Quality   

• Trained and educated associates on world class practices and concepts through induction programs.
• Designed and implemented Customer Care Unit for timely problem resolution, successfully reducing response time to less than 24 hours.
• Established Quality Council (cross functional) to resolve critical issues related to customer care.
• Chaired “Noor Club” for social activities, motivating and involving staff from all levels.
• Rolled out Branch service strategy and customer experience capturing tools such as electronic touch pads, feedback and WEB access.

Sharjah Bank, U.A.E – Local Financial Institution                                                     2005 – 2007

Vice President, Service Quality & Business Process Engineering           

• Responsible for setting up the Service Quality & Business Process Engineering Division.
• Designed the product catalog to benefit customer service and product training.
• Assisted with launching of “Role Model” program to develop UAE Nationals.
• Led cross-functional Process Improvement (CFPI) teams to streamline vital business processes using Lean & Six Sigma Methodology.

W. L. Gore & Associates Inc., U.S.A – Global Manufacturing Corporation                                   1989 – 2005

Corporate Champion for “Operational Excellence” (CCO) 

• Implemented Value Stream Mapping across all 45 facilities worldwide.
• Responsible for  all four divisions (Medical, Industrial, Fabrics & Electronics).
• Re-engineered the manufacturing floor layouts to reduce cycle time.
• Successfully increase asset utilization by 30%, due to increase in efficiency.
• Successfully reduced worldwide inventory 50% by lowering work-in-process and streamline processes.
• Responsible for designing, teaching, and implementing GEM (Gore Excellence Model) Tools such as: 5S, Value Stream Management, Kaizen Event, Kanban, 8 Wastes, Continuous Flow, Visual Workplace to name the few, to achieve Operational Excellence.

Citibank N.A, U.A.E – A Global Financial Institution                                                                       1997 – 1999

Resident Vice President, Business Process Engineering and Quality.

• Successfully completed four 6 Sigma projects with cross-functional Process Improvement teams, reducing defects by 60% and turnaround time by 50%.
• Achieved Dubai Quality Award based on Malcolm Baldrige Award criteria for Citibank-1998. 

CERTIFICATIONS

Noor Bank, Dubai, U.A.E.

President – TOASTMASTERS, 2009 – 2010

Delaware Manufacturing Extension Partnership, DE, U.S.A.

“MEMBER ADVISORY COUNCIL” DEMEP, 2004 – Lifetime

American Society of Quality, Delaware Chapter, U.S.A.

“EXAMINER” Delaware Quality Awards, 2003 – 2004

The National Conference for Community and Justice, DE, U.S.A.

“BOARD OF DIRECTORS” NCCJ Delaware Region, 2003 – 2004

Junior Achievement Program, Delaware, U.S.A.

VOLUNTEER TEACHING PROGRAM IN SCHOOLS, 2000 – 2005

Dubai Economic Department, Government of Dubai, U.A.E.

“EXAMINER” Dubai Quality Award Group, 1998 – 1999

Prism Corporation, Key Biscayne, Florida, U.S.A.

“PDCA & 6 Sigma” CERTIFICATION (Citibank), 1998

Avraham Y. Goldratt Institute, New Haven, Connecticut, U.S.A.

THEORY OF CONSTRAINT, “JONAH” CERTIFICATION, 1996 

EDUCATION 

Washington International University, USA. Doctor of Philosophy in Engineering Management, 2003

Arizona State University, USA.Master of Science & Technology in Industrial Engineering Management, 1989

Northern Arizona University, USA. Bachelor of Science in Industrial Supervision, 1983 

PUBLICATIONS & INTERNATIONAL PRESENTATIONS 

v  Farrukh Z. Kidwai, Ph.D. “Building Blocks to Lean Enterprise”, Delaware Business,  March / April 2005, pp 48-49. Delaware State Chamber Of Commerce Publishers Inc. U.S.A.

v  Farrukh Z. Kidwai, Ph.D. “TPM Is The Next Building Block For Success”, Delaware Business,  May / June 2005, pp 56-57. Delaware State Chamber Of Commerce Publishers Inc. U.S.A.

v  Farrukh Z. Kidwai, Ph.D.  “5S – Paying The Way For The Lean Journey”, Delaware Business,  July / August 2005, pp 30 -31. Delaware State Chamber Of Commerce Publishers Inc. U.S.A.

v  Farrukh Z. Kidwai, Ph.D. “Add Value With Every Step – Or Delete The Step”, Delaware Business, September / October 2005, pp 38 – 39. Delaware State Chamber Of Commerce Publishers Inc. U.S.A.

v  Farrukh Z. Kidwai, Ph.D.  “Kaizen Events Attack Waste In One Week”, Delaware Business,  November / December 2005, pp 50 – 51. Delaware State Chamber Of Commerce Publishers Inc. U.S.A.

v  Farrukh Z. Kidwai, Ph.D. “Those who start first achieve the results – operational excellence is no longer an option”, UAE – Banking,  December / January 2006, pp 42 – 44. Sterling Publishers FZ LLC., Dubai, United Arab Emirates (UAE).

v  Farrukh Z. Kidwai, Ph.D.  “Lean Tools Provide Path to Customer Satisfaction”, Delaware Business,  March / April 2006, pp 52 – 53. Delaware State Chamber Of Commerce Publishers Inc. U.S.A. 

v  Farrukh Z. Kidwai, Ph.D.  “Disaster Recovery Goes Lean”, Delaware Business,  July / August 2006, pp 50 – 51. Delaware State Chamber Of Commerce Publishers Inc. U.S.A.

v  Farrukh Z. Kidwai, Ph.D.  “Stage-Gate Guide New Product Launch”, Delaware Business,  September / October 2006, pp 52 – 53. Delaware State Chamber Of Commerce Publishers Inc. U.S.A.

v  Farrukh Z. Kidwai, Ph.D.  “Matrix Shows the Solutions”, Delaware Business,  November / December 2006, pp 52 – 53. Delaware State Chamber Of Commerce Publishers Inc. U.S.A.

v  Farrukh Z. Kidwai, Ph.D.  “Achieving Change with Lean”, Delaware Business,  March / April 2007, pp 54 – 55. Delaware State Chamber Of Commerce Publishers Inc. U.S.A.

v  Farrukh Z. Kidwai, Ph.D.  “Operational Excellence (OPEX) Journey”, Business QUALITY Review,  Dubai Quality Group Publication. November 2007, Issue No: 7, pp 36-37. Park Lane Publishers Ltd, Dubai Media City, United Arab Emirates (UAE).

v  Farrukh Z. Kidwai, Ph.D.  “Those who start FIRST achieve the fruits”, Business QUALITY Review,  Dubai Quality Group Publication. January/February 2008, Issue No: 8, pp 34-35. Park Lane Publishers Ltd, Dubai Media City, United Arab Emirates (UAE).

v  Farrukh Z. Kidwai, Ph.D.  “5S – Paying the path for OPEX Journey”, Business QUALITY Review,  Dubai Quality Group Publication. March / April 2008, Issue No: 9, pp 38-40. Park Lane Publishers Ltd, Dubai Media City, United Arab Emirates (UAE).

v  Farrukh Z. Kidwai, Ph.D.  “Value Stream Management – Adding value and eliminating waste”, Business QUALITY Review,  Dubai Quality Group Publication. May / June 2008, Issue No: 10, pp 20 – 21. Park Lane Publishers Ltd, Dubai Media City, United Arab Emirates (UAE).

v  Farrukh Z. Kidwai, Ph.D.  “8 Waste – Enhancing value and avoiding waste”, Business QUALITY Review,  Dubai Quality Group Publication. July / August 2008, Issue No: 11, pp 28 – 30. Park Lane Publishers Ltd, Dubai Media City, United Arab Emirates (UAE).

v  Farrukh Z. Kidwai, Ph.D.  “Kaizen Event – A Revolution”, Business QUALITY Review,  Dubai Quality Group Publication. November / December 2008, Issue No: 12, pp 27 – 29. Park Lane Publishers Ltd, Dubai Media City, United Arab Emirates (UAE).

v  Farrukh Z. Kidwai, Ph.D.  “What gets measured…gets done”, Business QUALITY Review,  Dubai Quality Group Publication. July / August 2009, Issue No: 13, pp 26 – 28. Park Lane Publishers Ltd, Dubai Media City, United Arab Emirates (UAE).

v  Farrukh Z. Kidwai, Ph.D.  “Operational Excellence…not an OPTION”, DQG February 2015 Newsletter, Dubai Quality Group Publication. February 2015. United Arab Emirates (UAE).

International Conferences & Seminars

v  “There is no Secret to Gore’s Success”, Presented at the Annual Delaware Manufacturing Conference, Dover, Delaware, U.S.A, May 2004. Sponsored by:  Delaware State Chamber Of Commerce, U.S.A.

v  “Middle East Six Sigma Summit”, Presented at the Annual International Conference, Dusit Dubai, Dubai, United Arab Emirates, U.A.E, September 18-19, 2006. Sponsored by: Six Sigma, a division of IQPC, International Quality & Productivity Center, United Arab Emirates (U. A. E).

v  “2^nd. Annual Operational Efficiency in Banking”, Presented at the Annual Conference, Dubai Emirates Tower, Dubai, United Arab Emirates, U.A.E., November 6-7, 2006. Sponsored by: Fleming Gulf Conferences, U.A.E

v  “Business Process Excellence – maximizing efficiencies, reducing processing costs and attaining top-line growth for retail financial services”, Presented in London U.K. March 29-30, 2007. Sponsored by:  Marcus Evens Conferences, London, UK.

v  “Young Entrepreneurs – Various dimensions and role of Service Quality”, Presented at the Entrepreneurship Conference held on June 2nd 2008, at Dubai Women’s College, Dubai, U. A. E.

v  “Exceptional Operational Effectiveness using the OPEX model”, Presented at the International Quality Summit 2008 for “Attaining Excellence”. Organized by IIR Middle East, held at JW Marriott Hotel, Dubai, U.A.E. on 29th to 3rd July.

v  “4^th Annual Achieving Operational Excellence in Financial Services”, Presented at the Annual Conference, Sheraton Jumeirah, Dubai, United Arab Emirates, U.A.E., November 17-19, 2008. Sponsored by: Fleming Gulf Conferences, U.A.E.

v  “HR Forum – Change Management” workshop conducted at Park Regis Hotel, Dubai, United Arab Emirates., 22^nd February, 2014. Sponsored by: Blue Ocean, Management & Consultancy, Dubai, U.A.E.

v  “Achieving Excellence in the Value Stream”, Presented at the First International Procurement Conference “Evolution in Procurement – Challenges Ahead”, on 4^th March, 2014 at Sheraton Hotel, Doha, Qatar. Sponsored by: Blue Ocean, Management & Consultancy, Dubai, U.A.E.

v  “Supply Chain or Value Stream”, Presented at the Second International Procurement Conference “Evolution in Procurement – Preparing for 2020”, on 20^th September, 2014 at The Palm ATLANTIS Hotel, Dubai, U.A.E.  Sponsored by: Blue Ocean, Management & Consultancy, Dubai, U.A.E.