Excellence Manager Resume Sample
Kenneth Kilback
142 Leatha Brooks,
San Francisco,
CA
+1 (555) 329 4182
Work Experience
Service Excellence Manager
11/2017
-
PRESENT
Boston, MA
- Consolidate site Performance scorecards, ensuring robust commentary and
- Lead a team to contribute in the development of business and/or functional strategies and capabilities, on site and platform levels, and serve as a liaison and single point of contact for peers within Execution Systems (ES) as well as across function within the site
- Participate in compliance inspections and responsible for ensuring that the ISA-95 level 1, 2 and 3 systems and associated operation is in compliance with global/ platform standards and fit for intended use in accordance with applicable procedures throughout systems lifecycle, as well as owning the site roadmap execution, including oversight of campus or regional set-up as applicable
- Provide site leadership, including obtaining agreement on site Execution Systems project definitions and priorities, and ensuring that resources, capabilities and processes are in place
- Establish effective working relationships and develops new partnerships with Quality, Information Technology, Lab Systems and others to optimize methodology
- Provide feedback to Technical Operations on changes required in Master Recipe to be incorporated into Equipment Class General Recipe (EC GR) and manage expectations and highlights site specific requirements versus required global Execution Systems standardization
- Maintain content and recipe libraries, and monitor system performance and conduct database administration
- Develop a mechanism to proactively assess business needs and identify points of leverage across the Platform and oversees the creation of Functional Specification and Design Specification, Module testing, Factory Acceptance Test (FAT) and Site Acceptance Test (SAT) as well as conducting Integration testing (IQ) and Functional testing (OQ)
- Manage system interfaces as defined in the Execution System’s scope and maintain change control process aligned to global and platform processes
Quality Excellence Manager
10/2010
-
06/2017
Houston, TX
- Manage 24/7 system support (local execution, with option to elevate to Global platform level) and the provisioning of user defined reports and facilitates ad-hoc data queries
- Represent Execution Systems COE in the Site Leadership Team and ensure governance for site specific portfolio/ program and project management and execution
- Handle all aspects of managing personnel including but not limited to provide coaching and development opportunities, performance appraisals, implements disciplinary actions, as necessary
- Contribute to the stop/go decision, providing opportunity evaluation advice (including organization and evaluation of research to inform decisions)
- Advise the sales team on client scoping calls and meetings, ensuring that we fully identify the client’s needs
- Be responsible for preparation of bid documents and associated materials, with a laser focus on the creation of bid content and messages that focus on the client’s needs
- Lead bid planning meetings to establish win themes, competitive strategy, proposition development and commercial approach
Performance Excellence Manager
07/2005
-
06/2010
Los Angeles, CA
- Rehearse and coach the sales team in preparation for formal presentations and associated meetings
- Project manage the process from inception to bid de-brief, working in conjunction with research and analysis colleagues to capture trends and inform future thinking
- Create, communicate and drive collective delivery against a bid timetable, to facilitate high quality, truly compelling and differentiated outputs
- Advanced knowledge MS Office : Explorer, Outlook, Excel, Word, PowerPoint
- Experience with manufacturing processes and materials akin to Consumer Based Products
- Demonstrated skills in effective planning, analysis, problem solving, judgment and decision making
- Demonstrable skills in communicating (written and oral) with peers, team members, executive management, suppliers and with others in the industry
- Demonstrated aptitude in advanced design (3D modeling / SolidWorks) & knowledgeable in variety of related manufacturing processes such as stamped metal, molded plastic parts etc
Education
Clark University
2000 - 2004
Bachelor's Degree in Engineering
Professional Skills
- Strong analytical and problem solving skills. Ability to make sound business decisions
- General business management skills, with a proven record of innovation and change management and of delivering demonstrable benefits to the organisation
- Proven leadership, project management, problem-solving and team development skills
- Demonstrated basic problem solving and basic project management skills
- Demonstrated problem solving, project, and program management skills
- Excellent decision making/judgment skills
- Excellent verbal, written and numerical skills
How to write Excellence Manager Resume
Excellence Manager role is responsible for training, leadership, organization, analytical, database, credit, integration, procurement, benefits, architecture.
To write great resume for excellence manager job, your resume must include:
- Your contact information
- Work experience
- Education
- Skill listing
Contact Information For Excellence Manager Resume
The section contact information is important in your excellence manager resume. The recruiter has to be able to contact you ASAP if they like to offer you the job. This is why you need to provide your:
- First and last name
- Telephone number
Work Experience in Your Excellence Manager Resume
The section work experience is an essential part of your excellence manager resume. It’s the one thing the recruiter really cares about and pays the most attention to.
This section, however, is not just a list of your previous excellence manager responsibilities. It's meant to present you as a wholesome candidate by showcasing your relevant accomplishments and should be tailored specifically to the particular excellence manager position you're applying to.
The work experience section should be the detailed summary of your latest 3 or 4 positions.
Representative Excellence Manager resume experience can include:
- Strong analytical capabilities and problem solving skills; ability to translate data into decision making
- Applies impactful platform skills to facilitate meetings and/or deliver training while ensuring clear, understandable, and constructive communication
- Evidence of strong critical thinking and strategic planning
- 4 Keeps coaching skills intact and assists with leadership training as
- Continuously improve costing skills and methods in the organization
- Demonstrates an evidence based approach to problem solving and the ability to challenge assumption and derive continuous improvement
Education on an Excellence Manager Resume
Make sure to make education a priority on your excellence manager resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your excellence manager experience. For example, if you have a Ph.D in Neuroscience and a Master's in the same sphere, just list your Ph.D. Besides the doctorate, Master’s degrees go next, followed by Bachelor’s and finally, Associate’s degree.
Additional details to include:
- School you graduated from
- Major/ minor
- Year of graduation
- Location of school
These are the four additional pieces of information you should mention when listing your education on your resume.
Professional Skills in Excellence Manager Resume
When listing skills on your excellence manager resume, remember always to be honest about your level of ability. Include the Skills section after experience.
Present the most important skills in your resume, there's a list of typical excellence manager skills:
- Able to demonstrate abilities to effectively exploit complex data, present it effectively and extract actionable insights
- Demonstrates good organisational skills and capability in managing multiple –sometimes conflicting- tasks
- Prior supervisory experience in order to effectively coach and monitor performance
- Strong communication skills at all levels and drive solutions
- Knowledge of more complex problem solving and error proofing skills
- Change Leadership - Working knowledge of change leadership skills
List of Typical Experience For an Excellence Manager Resume
1
Experience For Service Excellence Manager Resume
- Extensive experience in developing telecommunication equipment manufacturing test solutions and industrialization it for use in high volume manufacturing
- Hands on and proven leadership in engineering management involving cross-functional teams
- Experience in Training, Coaching & Feedback
- Experience of managing vendors supplying infrastructure services
- Develops and maintains a highly effective COE team through training, reviews of staff contributions, productivity, and quality; and customer service strategies
- Professional experience using MSOffice to include Project, PowerPoint, Word, and Excel is required
2
Experience For Quality Excellence Manager Resume
- Proven ability in delivering high standards of client and consumer satisfaction
- Familiar with 2D/3D CAD program – preferably Solidworks
- Six or more years of Quality Management Systems (QMS) experience
- Effective mentoring of Green Belts and Yellow belts
- Manage multiple tasks and projects and prioritize appropriately
3
Experience For Center of Excellence Manager Resume
- Experience in a fast paced, Customer Service environment, MIS, Quality Customer Service, BPO/contact centre operations background an advantage
- Experience in complex/regulatory consumer service management and root cause analysis
- Hotel Operating Experience
- Managing and controlling technician’s utilization, warranty budget allocation for SMC USC, and expenses within predetermined budget
- Ensuring warranty process is systematic and follows SMC guidelines
4
Experience For Performance Excellence Manager Resume
- Ensuring warranty provision is handled timely and based on SMC financial policy
- Communicating with the appropriate area of responsibility to ensure all recalls or modifications required and are carried out to SMRT policy
- Develop Technical or Customer facing standard operating procedures and provide training to site personnel to ensure procedures are followed
- Provide training on customer complaint tracking systems and quality programs as needed
- Lead (business-facing) and support (customer-facing) the execution of
- Be the key contributor on providing Quality data to the customer along with clearly articulating RCCA and analysis that lead to conclusions
5
Experience For Service Excellence Manager Southern Cone Resume
- Provide general overall facility management services, including continuous monitoring of office/facility
- Assist with measuring and reporting key performance indicators against service level agreements
- Prepare the EMEAI Monthly meeting, including reports and data
- Develop Operational standard operating procedures and provide training to
- Support all MRO activities to meet customer Required Deliver Dates (RDDs), identifying and communicating risks to I&RM and MRO at earliest opportunity
- Develop strategy for Quality Management System (QMS) implementation and optimization starting from zero
- Supports sales, account management, integration and training functions across the company while
- Primary lead for complaints that elevate past Define and Stabilize, meet the threshold criteria of ARC, or are being requested by a leadership position
- Work closely with the Operations Manager to support necessary quality practices and procedures directly affecting the customers
6
Experience For SCM Projects & Excellence Manager Europe Resume
- Address client inquiries and concerns ensuring timely and quality issue resolution and service delivery
- Assist with site inspection within the assigned building portfolio
- Create work orders and assign work orders to the engineering staff, subcontractors, and vendors
- Assist in the monitoring and assessment of vendor performance
- Provide process and procedures training and direction to new associates
- Develop KPI's and written business policies aligned with organizational goals and regulations and get senior leaders buy in
- Establish best-in-class quality goals, perform quality metrics trending, apply problem solving, and recommend system improvements to meet the targeted levels of quality
- Present to Senior BU and Functional leaders on Quality KPI’s, processes to improve quality and business governance
7
Experience For Global Maintenance Excellence Manager Resume
- Promote the development of a company-wide culture of quality excellence and understanding of the key elements related to quality system and regulatory compliance requirements
- Develop and implement/integrate thorough supplier quality management programs including processes for evaluating and qualifying new suppliers
- Act as a senior consultant for all quality related matters both internally and representing Verizon externally as required
- Maintain an effective Quality Management System (QMS) that assesses the appropriateness of the QMS on an annual basis and makes recommendations to senior management for improvement
- Lead business process audits and provide closed loop feedback to ensure process improvements are done and most importantly sustained
- Share best practices, participate in industry forums as a thought leader
8
Experience For Selling Excellence Manager Resume
- Comparison tables between projects, with the main key technical cost drivers, in order to prepare the relevant reports for review by the Competitiveness Committee
- Cost reports & analysis, comparison tables for endorsement files
- Lead and coordinates development and deployment of OGSM; defines and
- Establish the vision and strategy of the global IFM plans and ensure that global delivery is driven by global platforms and best practices and consistency
- Serves as single point of contact for the global IFM service delivery and escalation point to global management
- Accountable for the global IFM service delivery to meet contractual obligations
9
Experience For Cost Excellence Manager Resume
- Develop and implement global IFM business plans which meet the aligned goals
- Assist with models to develop and manage global property FM budgets and forecasts in accordance with the financial timetable
- Plan and organize Functional Excellence Test Technology Evolution projects for NPI-LCE globally in close alignment with NPI-LCE management teamOwner of the test engineering’s templates that are used globally by product teams, such as PTC, PTM, TSM, TST, etc
- Act as the test system design authority to define the requirements for manufacturing test concept for ADVA products. Review the test concepts to ensure they are globally aligned with ADVA’s manufacturing test strategy
- Effective intercultural, cross disciplines, and cross hierarchy communicator
- Be able to travel globally
- Maintain the main innovation processes (like the New Product Development process)
10
Experience For Capital Excellence Manager Casc Geos Europe Resume
- Ensure continuous alignment of all main innovation processes with central Philips teams
- Lead one or two of the site improvement projects
- Ensure that site KPI's are measured timely and countermeasures are taken if needed
- Facilitate daily project management and other LEAN workshops
- Ensure product quality meets the organization’s expectations by managing the containment, root cause analysis and corrective action for active products identified as nonconforming. This function includes handling supplier charge backs (SCB’s), offsite rework and formal corrective actions (CARs)
List of Typical Skills For an Excellence Manager Resume
1
Skills For Service Excellence Manager Resume
- Proven experienced in process mapping / architecture
- Prior experience in operations or projects within a busy media or IT environment
- Depending on your experience and training, a fulltime salary of €78.000 to €106.000 per year, including 8% holiday allowance
- A proven track record for leading and managing projects as well as implementing strategies for cost optimization
- Experience in monitoring, collating and preparing MI data and analysis against Service Level Agreement
- Experience of working in or managing in a high volume HR Shared service environment
- Experience of building and implementing business controls
- Based on volumes of activities; trends and resourcing, review short term operating model to improve response times of service and improve customer experience
- Strong understanding of DFM, DFT and manufacturing process required
2
Skills For Quality Excellence Manager Resume
- Proven ability to drive change resulting in multi-million dollar cost savings
- Analytical, proven ability to solve problems using an objective approach
- Demonstrated success initiating change and ability to influence at all levels of the organization
- Demonstrated success in leading Root Cause investigations and analysis tools
- Experience working in a LEAN Six Sigma environment
- Experience in multiple functions (sales, marketing, R&D)
- Draw on your extensive experience to analyze and resolve
- Ensures adequate resources are identified and assigned to prioritized projects
3
Skills For Center of Excellence Manager Resume
- Collaborates with finance to validate and track business value of projects
- Work with team leaders and MI analyst to identify areas of improvement and change to support improved customer experience
- Leading Customer Focus: focusing on high levels of customer satisfaction and service, on both external and internal customer needs and expectations
- Understanding of manufacturing, R&D technology and quality processes and procedures
- Running of schedules, budgets, contracts, invoices, processes
- Creating tools to support team leaders and administrators to deliver an improved service
- Working knowledge with optical test equipment (Digital Communication Analyzer, Optical Spectrum Analyzer, SONET and Ethernet Test Sets)
- Being a part of the site Continuous Improvement Team
4
Skills For Performance Excellence Manager Resume
- 5 Communicates frequently to all leaders with successes and areas needing improvement, using suggestions and sharing best practices
- Maintains knowledge of emerging trends in needs analysis, training design, innovative facilitation techniques, and evaluation processes
- System Knowledge - Working knowledge of the basic functions and benefits of the SW systems (PV, QAD, Batch tracking, Horizon etc.)
- 1 Provides training and expertise on customer needs and expectations and acts to educate co-workers and physician concerning these issues
- Develop and maintain a detailed understanding of the business and key factors influencing their requirement for our services
- Operational knowledge of LEAN, GMP manufacturing, Six Sigma, 5S, and other quality tools
5
Skills For Service Excellence Manager Southern Cone Resume
- Lead setting up new production site
- Leverages the adult learning principles and content development expertise to reinforce expert status
- Business Knowledge – A basic understanding of SW’s business units, products, Operations, and processes
- Data Acquisition - Completed formal training and is able to acquire raw data and make recommendations
- Continuous Improvement Knowledge - Working knowledge of stats, ARC, and Lean
6
Skills For SCM Projects & Excellence Manager Europe Resume
- System Knowledge - Working knowledge of the basic functions and benefits of the SW/ Legacy Valspar systems
- Innovation and Change: Encourages and fosters continuous improvement and sharing of best practice
- Regularly assess space readiness, ensuring workspaces, conference rooms, and offices are occupant ready
- Develop building initiatives designed to create connections for occupants (scheduled work, road closures, traffic patterns, weather issues, etc.)
- Performance management of direct reports, and influence all FM teams, using globally consistent platforms
- Green Belt trained (to be completed within 12 – 18 months of assuming this role)
- Root Cause Training (i.e. ARC 201)
- Maintain Market Price Manual and develop new budgetary costing tools for Steam Plant scope
- Establish databases and processes to provide the necessary data and to ensure periodic update of costing information
7
Skills For Global Maintenance Excellence Manager Resume
- Develop and maintain high level parametric cost models to allow cost benchmarking and estimates at early design stages
- External benchmarking (other Alstom, Gas and Oil, ...)
- Majors in Chemistry, Engineering or a related field
- Actively manage the professional development of service delivery, including succession plans
- Establish and manage global standard operating procedures and processes
- Able to coach and mentor internal Supply Chain Performance Excellence practitioners
- Develop subordinate managers and produce high performance teams across multi-departmental organizations
- CA / BE / MBA
- Remains current on various topics to understand needs, design training, and engage stakeholders: Topics include but are not limited to, product knowledge, marketplace knowledge, customer insights, or other assigned topics
8
Skills For Selling Excellence Manager Resume
- Leverages the adult learning principles that lead to the optimal uptake of information for the target audience
- Program Leadership - Primarily facilitating program leadership. Examples of programs: Opportunity Rex, Business CIPs, Pipeline, Continuous Improvement Lead, Mass change Lead
- Autonomy - Relies on peers for day to day tasks and direction on investigations
- Versatility - Trained, aware of the different social styles, needs little guidance on how to adjust to other styles
- Program Leadership - Primarily facilitating program leadership. Examples of programs: Voice of the Process, Business CIPs, Pipeline, Continuous Improvement Lead
- Business Knowledge– A basic understanding of SW’s business units, products, Operations, and processes
- Competent PC user (MS Office, MS Outlook, SharePoint, ERP System)
- Strong written/ verbal communication skills with the ability to create presentations and present at all levels of the organisation and with external customers with attention to detail
9
Skills For Cost Excellence Manager Resume
- Working with People and Teams: working successfully with diverse groups of people to capitalise on strengths, experience and knowledge to accomplish shared business objectives
- Leading Culture: creating a culture of high performance and excellence, by demonstrating the Babcock values and behaviours. Embracing and promoting workplace diversity by conducting business to the highest standards of honesty and integrity
- Demonstrates experience of conflict management, exhibiting a robust and resilient character and capable of communicating clearly and calmly whilst under pressure
- Strong leadership capability in not only managing teams and internal stakeholders
- Some understanding of budgets, some experience with data analytics
- Net commuting allowance of €0,19 per kilometer (max 30km single journey)
- Broad technical and commercial knowledge covering multiple disciplines
- Indirect Reports: Leads Performance Excellence projects ~5-7 FTEs, oversees 2-3 practitioners delivering Performance Excellence projects
- Fulltime work week of 40 hours per week
10
Skills For Capital Excellence Manager Casc Geos Europe Resume
- 25 Days of leave per year, with the opportunity to buy/sell up to 5 days per year
- Extensive collective insurance package
- Facilitator for diverse Project teams
- Knowledge of VOD and Playout processes
- MCIPS, MBA or Project Management qualifications (i.e. APMP, PRINCE 2)
List of Typical Responsibilities For an Excellence Manager Resume
1
Responsibilities For Service Excellence Manager Resume
- Program Management & Organizational Skills
- Demonstrated experience in communication and messaging for large organizations
- Proven experience in driving service improvements directly/indirectly
- Well defined communication skills that have utilized multiple engagement formats & technologies on a global stage
- Total Experience between 6 – 12 years for a Manager ,relevant experience 5-6 years
2
Responsibilities For Quality Excellence Manager Resume
- Extensive prior continuous improvement experience desirable
- Leverages emerging technology to increase delivery effectiveness and to maximize resources
- Design and implement guidelines, processes, and best practices for building occupants to optimize their experience
- Broad experience in use of Project Management tools (like FPx, Instantis, and Metrics Studio)
- Experience in Facilities Management or related field
- Understands how to build strong business relationships
- Strong IFM competency, and easily understands technical concepts
- Proven ability to employ holistic approaches and looks at long term solutions; contributes to global solutions
3
Responsibilities For Center of Excellence Manager Resume
- Experience in Global Real Estate, Facilities Management or related field
- Experienced operational service manager
- Strong awareness of technology and strategy/direction in relation to the use of AI, RPA and Bots
- Experience of Supply Chain Management (SCM) and/or
- Self-manage, be self-sufficient, organised, flexible and to prioritise appropriately
- Domain experience : BFSI, Retail, Healthcare, Supply chain
- Flexible work schedule to adapt prioritization changes and needs
- Demonstrated ability to lead a cross functional team to a successful outcome
- OPERA knowledge and experience
4
Responsibilities For Performance Excellence Manager Resume
- Experience of process definition; management and governance
- Leading a team of field service supervisors that requires a sophisticated level of planning and scheduling
- Monitoring warranty claims to ensure that all feedback of issues is relayed to the appropriate Manufacturing unit
- Participating in Account Management teams as required, and participate in global product development teams as required
- Understanding the use of different social media communications
- Applies innovative approaches to design, update, and improve training content to enhance learning, knowledge transfer, and field application
- Provides actionable feedback during and after training sessions to improve individuals’ proficiency levels
5
Responsibilities For Service Excellence Manager Southern Cone Resume
- Deliver high impact audit reviews addressing Philips risks
- Work together with sales account owner to implement new customers /gain business, in charge of service contract / agreement and outstanding payment collection
- Conduct the service review meeting on regular basis to collect customer feedback and retain the cooperation with customers
- Accountable for the correct invoicing from our service providers
- Accountable for reducing our costs where possible as well as increase the depth & breadth of our services
- Accountable for keeping track of day-to-day issues and escalate as required
- Accountable for communicating status and progress with the ops and delivery teams
- 1 Acts as a role model for ensuring care and compassion in all aspects of patient/family needs or concerns
6
Responsibilities For SCM Projects & Excellence Manager Europe Resume
- Identifies, communicates, and gains support for opportunities to initiate learning & development efforts that meet customer needs
- Identifies and secures resources to address field needs through existing and/or newly developed content
- Lead or actively participates in Customer and Technical facing Regional and Divisional quality and continuous improvement efforts
- Manage continuous performance improvement through training and knowledge initiatives
- Exposure to management information (MI) reporting practices
- Provide training on Systems and quality programs as needed
7
Responsibilities For Global Maintenance Excellence Manager Resume
- 0 Assists in coordinating the Call Back Program
- 1 Collaborates with leaders to administer the call back program from ED, ASC and inpatient services to ensure standardization and scripting
- 4 Coaches and trains any staff performing call back to ensure standardization throughout the facility
- 1 Serves in a coaching role with key leadership staff to facilitate culture changes and align performance with the vision for patient satisfaction
- 2 Spots problem behaviors and coaches to bring performance back in line with what is acceptable
- Be the key stakeholder for senior management and their teams
8
Responsibilities For Selling Excellence Manager Resume
- Establish risk profiles for sectors or business groups/units through participation to risk workshops
- Assess the global organizational needs taking into account the overall FrieslandCampina vision and strategy as well as (if appropriate) the strategy and business needs in each of the five business groups
- Design standards for ways of working or principles thereof, together with the Business Groups improve efficiency and effectiveness in the Plan & Deliver areas; such as in demand management, supply planning, S&OP, deliver and order fulfillment
- As a main communication channel between customer and company, customer relationship management is necessary including decision makers influence and customer information collection
- SOP (standard process procedure) management, the definition and management of KPI (key performance index) including look into process flow and implement corrective actions for service improvement, and RFQ (request for quotation) management
- Work with local operation team to handle claims / operations escalation issues
- Work with key account team to achieve overall key account excellence
- Introduce KN Login system (company internal system) to customers, and prepare/update customer profile to match customer requirement via KN Login (company internal system) as value-added service
- Support the business with new services launches. Support the timely provision of services and, where required, liaise with legal and finance. Understand new and ongoing business requirements, ensuring the service providers’ propositions adequately reflect requirements. Stabilise and scale our VOD/Syndication/OTT capability
9
Responsibilities For Cost Excellence Manager Resume
- Support the playout re-procurement, support the migration to a “distribution ready” workflow, support the introduction of a content and metadata aggregator, re-engineer operational and technical supply chain workflows
- Focus on operational excellence, based on optimum performance and cost control
- 2 Utilizes service recovery basics and fundamentals of service in all aspects of communications. Aligns all behavior aspects of work in accord to Mercy mission, vision and service standards
- 3 Appropriately accepts, addresses and resolves patient/family concerns in a timely manner in collaboration with leadership, quality, risk or per administration; facilitates the grievance and complaint follow-up process within facility policy and manages the feedback module in SAFE
- 4 Coordinates patient needs utilizing resources available (physician, case management, social services, risk, food and nutrition, environmental services, etc)
10
Responsibilities For Capital Excellence Manager Casc Geos Europe Resume
- 5 Provides appropriate documentation in SAFE and prepares timely responses including written correspondence as appropriate
- 9 Develops dashboards and graphs for reporting service outcome data
- 6 Develops and implements a service recovery plan for use with complaints and concerns
- 7 Follows up on escalated issues and care complaints from house supervisor report, administration on call, written complaints, phone calls, or as appropriate from the unit leader in a timely manner
- 8 In a coordinated effort with senior leaders, sets expectations to leaders for rounding with purpose, follow ups and call backs
- Handle high end transformations at client location
- Conduct Workshop - Lean Six Sigma Black Belt, Green Belt, Data Analytics
- Performance of process metrics
- Timely completion of six sigma projects
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