2015 EMEA Regional Conference Keynote Speaker
MJ Petroni
Causeit, Inc.
Owner & Founder
Keynote Presentation: Cyborgs and the Social Network of Things;
Full Spectrum Innovation: Digital Business in Action
MJ Petroni is a consultant and researcher based in San Francisco, California. He is the owner and founder of Causeit, Inc., a firm which helps companies and individuals discover authentic narratives around which their teams, customers and industry partners can rally—facilitating cultures of innovation, real listening, straight talk and shared success.
MJ is the Cyborg Anthropologist in Residence for NTT, the world’s largest telecom, and also serves as a founding advisor of the Bill and Melinda Gates Foundation’s Global Digital Financial Services Platform for poverty alleviation. He has offered tangible startup support, team alignment interventions, brand strategy, ethnographic research, strategic product creation and coaching to over 250 clients ranging from global financial and education companies to individual thought leaders.
MJ is an alumni of Lewis and Clark College, where he focused on the emerging field of Cyborg Anthropology, with minors in English, Latin American Studies and Gender.
2015 EMEA Regional Conference Executive Speakers
Ashok Dandekar
Futijsu
Director, Quality Management
Executive Presentation: The Cost of Poor Quality
Ashok Dandekar has been with Fujitsu for 19 years. Prior to Fujitsu, he worked at AT&T Bell Labs for eight years. Ashok has a M.S. in Computer Science from Virginia Tech and a B.S. in Mechanical Engineering from IIT Kanpur, India. He is a Fellow of the American Society for Quality and a Fellow of the QuEST Forum. Ashok has been associated with QuEST Forum since its inception and has held several leadership positions over the past 12 years. He is currently the Co-Chair of the Global Business Excellence Work Group. Ashok has co-authored a book on TL 9000 implementation.
Maria Eriksson
Ericsson
Senior Director of Performance Frameworks
Executive Presentation: Networked Society – Story to be Continued
Maria Eriksson is appointed Senior Director of Performance Frameworks within Ericsson including responsibility for the worldwide Ericsson Group Management System and non-technical standards at Ericsson (e.g. ISO 9001, ISO 14001, OHSAS 18001 and TL 9000).
Prior to her appointment at Ericsson Corporate level, Mrs. Eriksson was responsible for quality frameworks at Ericsson largest Business Unit – Networks.
Mrs. Eriksson joined Ericsson in 1995 and started by working in the area of technical development of Radio products. Mrs. Eriksson has thereafter held various leadership positions and has gained a broad experience working with in depth quality issues with organizations varying in size and scope and tasks spanning from quality in the perspectives of products, services and solutions.
Mrs. Eriksson has worked in many different constellations and (virtual) organizations thus building an extensive professional network and has gained in depth knowledge from the Operational Development and quality area.
She has extensive experience as Chairman of different leadership teams and is used to lead work in distributed organizations by motivating and empowering teams to accomplish tasks outlined. Mrs. Eriksson has a Technical Licentiate Degree in Quality from the Institute of Technology at Linkoping University.
Mrs. Eriksson is dedicated to using quality as a vehicle for technology leadership and incorporating the quality area as an important aspect into the global Strategy.
Maria Eriksson has been working as Chair of the QuEST Forum branch in Europe, the EMEA Region during 2011, 2012, 2013 and 2014.
Michael Fritz
Fraunhofer Institute
Manager Corporate Business Development ICT
Executive Presentation: Automotive Services and Communications Technologies, a Brief Look into the Future
Mr. Michael Fritz joint Fraunhofer-Gesellschaft für angewandte Forschung e.V. in September 2014 in the newly set-up Executive Board Division for Technology Marketing and Business Models, looking after R&D co-operations between Fraunhofer and industry partners in the ICT sector. He has 25 years of professional experience which spans from consulting, supply chain management & business operations leadership to account management/business development. Mr. Fritz graduated in Business Administration with the University of Applied Sciences in Munich. For more than 15 years he worked in the ICT industry, namely Microsoft and Hewlett-Packard/Compaq Computer.
Satoshi Ikeuchi
Fujitsu
Senior Vice President, Network Business Group
Executive Presentation: Driving Networks Forward to the Hyper-Connected World
Mr. Ikeuchi currently serves as Vice President, Network Business Group at Fujitsu Ltd. in Japan. From 2006 through 2010, he served as President and Chief Executive Officer at Fujitsu Network Communications, Inc. (FNC) in Richardson, Texas USA. Before working for FNC, he served as the Senior Vice President, Photonics Systems Business Unit in Tokyo from 2004 to 2006. In this position, he was responsible for Fujitsu’s Telecommunication business overseas. From 2001 through 2004, Mr. Ikeuchi was assigned to the position of General Manager, Photonics Systems Division at Fujitsu in Japan, where he was responsible for product development and day-to-day business operations in the global telecom market.
Mr. Ikeuchi graduated from Tokyo Institute of Technology University with a Bachelor’s degree in Electronics Engineering. He joined Fujitsu in Japan in 1975 in the telecom division, and has more than 40 years of experience with the Fujitsu organization, including serving at FNC in the executive position of Senior Vice President, Hardware and Physical Development, from 1995 through 2001.
Mr. Ikeuchi’s connection with QuEST Forum goes way back to its inception time. He was instrumental in Fujitsu hosting QuEST Forum’s first Global Best Practices Conference in the APAC region at Yokohama, Japan in June 2000. He is currently a QuEST Forum Board director. His term expires Dec 2014.
Markus Kinnunen
Elisa
Head of Elisa Mobile Access Rollout
Executive Presentation: Customer Delight Created by Co-Operation between Supplier and Operator
Since October 2013 Head of Mobile Access Rollout and member of Mobile Network Services Management Team. Based in Helsinki, Finland.
Prior to current position, since 2006 in managerial positions in Network Management, as Head of Operations, NOC and SOC.
Joined Elisa Ltd 2006. Prior to joining Elisa, a corporate customer care and NOC manager in Saunalahti Ltd.
Holds a Bachelor of Science in telecommunications. Also studying Executive MBA at Aalto University (graduation expected 2016).
Languages: Finnish (mother tongue) and English, basics in Swedish.
Yasser Nafei
LG Electronics
Senior Vice President
Executive Presentation: Congratulations, You’re Hired as Chief Quality Officer…Now What Should You Do!
Yasser Nafei is Senior Vice President at LG Electronics USA. Mr. Nafei joined LG in 2010 and currently oversees sales, marketing and product management for the mobile business growth markets. He also oversees the engineering and quality teams and is responsible for LG full products life cycle, including field engineering, software verification, hardware reliability, product certification, new product introduction, quality management systems and customer care operations.
Throughout his career, Yasser Nafei worked for numerous multinational corporations, including Alcatel, IBM, Motorola, Nortel Networks, and Tellabs. His global assignments covered a wide range of disciplines – engineering, research and development, quality, technology strategy and mergers and acquisitions.
Throughout his engagement with QuEST Forum, Mr. Nafei seeks to expand the scope of the organization to spearhead new initiatives in the handsets space. The exponential growth in handheld devices and the overall growth of the eco-system of applications developers, chipset manufacturers and distributors led to a dire need for credible and reputable organizations like the QuEST Forum to establish processes, guidelines and metrics to secure this growth.
Dr. Nafei has a Bachelor’s and a Master’s degree in Electrical Engineering from Ain Shams University in Egypt, a Master of Science in Telecommunications from the University of Quebec, and a Ph.D. in Organization Development from Benedictine University in the United States. He resides with his family in Naperville, Illinois.
Mats Nilsson
Ericsson
Senior Vice President, Network Business Group
Executive Presentation: Continuous Multilayer Protection: Operationalizing a Security Framework
Mats Nilsson is a well-known industry veteran with more than 25 years of front line experience in mobile communications. As “One of the fathers of 3G” he was deeply engaged in the evolution of mobile communications through positions as Director for Technical Strategy, Vice President for Standards and Industry Relations and lately (2009-2011) Brussels based VP and head of European affairs for Ericsson. In his career also pivotal in the device and applications aspects of mobile communications through being CEO of the Open Mobile Terminal Platform initiative and as Head of Ericssons Multimedia Portfolio. Now since 2011 with main focus on Cybersecurity issues and leading Ericssons engagements on all issues related to Cybersecurity, including policy, regulation, product offerings and technology leadership.
Antero Päivänsalo
NOKIA
Head of Operational Excellence, IT
Executive Presentation: How to Manage the Quality of Cybersecurity
Antero Päivänsalo is an IT and business process leader with 15+ years of managerial experience. He is passionate about improving transparency and understanding on how to track the performance of and investment in information technology. Antero currently serves as the head of IT Operational Excellence unit and reports to the company CIO.
During his long career Antero has been stationed in Asia for 12 years. During this time he was both a member in the company regional leadership team and responsible for all IT operations in the region. It was a defining period in shaping his thinking on how companies should balance the opportunities and threats of the global market place and technology.
In his current position Mr. Päivänsalo is responsible to drive the company IT security strategy development and implementation. His unit also takes care of IT internal processes and tools, assurance, partnering management and software asset management. Antero has an executive MBA from finance and M.Sc. from industrial engineering and computer science.
Neslihan Peker
TurkCell
Customer Experience Management Lead
Executive Presentation: Customer Engagement Program
Neslihan Peker has worked at Turkcell for 13 years, the last 10 years as Customer Experience Designer. She received her BA degree for Bachelor of Arts in Human Behaviour from Newport University (California) and has an equivalent qualification in Public Relations from Anadolu University (Turkey). Neslihan studied English at USCD (San Diego, California) prior to undertaking sales and marketing roles for 2 years in London, UK.
She has been working as Program Manager of Voice of Customer Program at Turkcell for 3 years. The program covers “Instant Feedback Loop”, “Speech Analytics” and “Text Analytics” Projects. Neslihan is also responsible for “Employee and Customer Engagement Programs”.
The area of interface between customer experiences with human behaviour of science is a subject matter that is of particular interest to Neslihan.
Turkcell is a regional telecommunication operator leader and is market leading in five countries out of the nine it operates in.
Sankaran “Ram” Ramanathan
Verizon Wireless
Director, Supply Chain Device Quality
Executive Presentation: Organizational Readiness for NextGen
Sankaran Ramanathan is currently Director – Supply Chain Device Quality at Verizon Wireless, focused on strategic initiatives improving overall wireless device quality and customer experience. Mr. Ramanathan leads a team of technical professionals and engineers dedicated to evaluate return trends to achieve high performance standards. He is also responsible for quality management reviews with suppliers and OEMs to monitor KPI trends, improve performance metrics and achieve operational efficiencies.
He leads a group of professionals responsible for transformation of device quality assurance and testing to higher standards as part of supply chain management. Under his direction, the team has developed technical guidance procedures, customer issue detection tools, Joint-OEM-Tests to accomplish Return Rate Reduction and improve Defect Detection. Mr. Ramanathan has been part of Verizon Wireless in various executive positions and well experienced in the telecommunication industry for over 20 yrs. in the area of network planning, engineering and device operational management.
Prior to his current assignment, Mr. Ramanathan was responsible for Certification of Devices for Launch, implementing Pre-Launch User Trial processes, Global Field Inter-Op test requirements and performing quality analysis based on Network Device interactions. He has held several director positions in Network, Device and Technology and played critical role in Smart Phone launches and LTE deployment. He has led Cross Functional Network Planning, Performance, Engineering and Operation organizations across the country. He has global operational exposure on device technology and led the program management group responsible for wireless network voice and data services. Under his leadership, the team achieved ISO 17025 Certification, engaged in Verizon Lean Six Sigma projects and active participation in the QuEST Forum.
Mr. Ramanathan is an active member in the local community, volunteering/mentoring students at the High School, advisor for the Verizon Leadership Development Program, Leader of Somerset 4H Robotics Club and held officer positions in Toastmasters. He earned his MBA from Franklin University OH, Certification in Project Management from UC Berkley Extn. and Bachelors in Computer Engineering from Mumbai University, India.
Erja Sankari
NOKIA
Head of Oulu Factory
Executive Presentation: Customer Delight Created by Co-Operation between Supplier and Operator
Since March 2013 Head of Oulu Factory and member of Finland Country Management Team representing GOPS. Based in Oulu, Finland. Prior to current position, since 2003 in managerial positions in Global Operations, as Head of Excellence and Development, Materials Execution and Business HR. Joined Nokia Networks in 1998. Prior to joining Nokia, a development consultant in QPR Ltd. Holds a Master of Science in economics (accounting and business development) and Professional Diploma in Purchasing. Languages: Finnish (mother tongue), English, Swedish, basics in German and French.
Hans Jürgen Schmolke
Metrinomics
CEO
Executive Presentation: Subjective KPIs for Higher Customer Loyalty
Hans has over 20 years experience in worldwide customer feedback programs for global corporations in communication technology, financial and consumer markets. As the CEO of Metrinomics, he primarily leads the strategic consulting and solution development division, including overseeing the design of sophisticated data mining, text classification, and feedback management applications. He is an experienced entrepreneur who also founded Metrinomics. Hans studied Communication Technology and holds a Masters in Business Administration. His leadership experience in German industry gives him unique insights into complex market scenarios.
Dirk Schulz
Vodafone
Quality Manager
Executive Presentation: The Power of Collaboration: Remote Video Acceptance for ICT Deployment
Dirk Schulz is a German Engineer for Telecommunication and Master of Business Administration (MBA) of Anglia Ruskin University Cambridge/England. The mixture of technology and people determined his career. Beside different responsibilities for planning and deployment networks, strategic corporate planning and Quality within Vodafone he offers a lectureship for Technical Controlling and Quality Management for BSc and MSc Engineering Programs since 2008 at Beuth University for applied Sciences in Berlin.
Dirk is Lean and Six Sigma Black Belt, a Member of European Six Sigma Club (ESSC), a Certified DGQ-Auditor DIN EN ISO 9001 and Certified DGQ Quality manager and Member of German Association for Quality.
John Wronka
Alcatel-Lucent
Senior Director, Corporate Quality
Executive Presentation: Quality in the Clouds – a Vision for Network Function Virtualization
John Wronka is a Senior Director of Alcatel-Lucent’s Corporate Quality Management System and TL 9000/ISO 9001 multi-site certification. In this role, John has led several corporate wide programs to improve efficiency and customer satisfaction. John has had the privilege of QuEST Forum participation including various roles from leading subteams (e.g. Bylaws in Oversight), to secretary/chair roles of IGQ (responsible for TL 9000 technical content). He has also successfully led executive board initiatives such as the “Top 20”, which resulted in today’s Membership team, the Mentor Program, which became the “Jump Start” program, the individual TL certification programs – John is a certified TL 9000 expert himself – and most recently the Performance Data Report team.
2015 EMEA Regional Conference KPI Work Group Team Update Speakers
Christina Birkehammar
Ericsson
Senior Strategic Product Manager, CEM
KPI Team Update Presentation: Customer Experience & Framework / Managed Services & Services Focused KPIs
Christina Birkehammar, M.Sc, DIHM, is senior strategic product manager and User-experienced Service Performance driver for Expert Analytics at Ericsson’s Customer Experience Management unit, within Business Unit Support Systems. She joined Ericsson in 1985 driving product management of mobile telephony core systems. Her areas have been product line responsibility for TACS, AMPS, DCS 1800. She has worked in Market Unit Western Europe as key customer responsible and in product line manager for packet core WCDMA and also in business development. She was GSM and WCDMA release manager, introduced e.g. AMR-WB in e2e roadmaps and introduced Consumer Lab in our service performance evaluations. Today she is engaged in bridging the gap accurately between monitoring of user perceptions of service quality and the evaluation of the network promoter score.
Maria Eriksson
Ericsson
Senior Director of Performance Frameworks
KPI Team Update Presentation: Customer Experience & Framework / Managed Services & Services Focused KPIs
Maria Eriksson is appointed Senior Director of Performance Frameworks within Ericsson including responsibility for the worldwide Ericsson Group Management System and non-technical standards at Ericsson (e.g. ISO 9001, ISO 14001, OHSAS 18001 and TL 9000).
Prior to her appointment at Ericsson Corporate level, Mrs. Eriksson was responsible for quality frameworks at Ericsson largest Business Unit – Networks.
Mrs. Eriksson joined Ericsson in 1995 and started by working in the area of technical development of Radio products. Mrs. Eriksson has thereafter held various leadership positions and has gained a broad experience working with in depth quality issues with organizations varying in size and scope and tasks spanning from quality in the perspectives of products, services and solutions.
Mrs. Eriksson has worked in many different constellations and (virtual) organizations thus building an extensive professional network and has gained in depth knowledge from the Operational Development and quality area.
She has extensive experience as Chairman of different leadership teams and is used to lead work in distributed organizations by motivating and empowering teams to accomplish tasks outlined. Mrs. Eriksson has a Technical Licentiate Degree in Quality from the Institute of Technology at Linkoping University.
Mrs. Eriksson is dedicated to using quality as a vehicle for technology leadership and incorporating the quality area as an important aspect into the global Strategy.
Maria Eriksson has been working as Chair of the QuEST Forum branch in Europe, the EMEA Region during 2011, 2012, 2013 and 2014.
Colm O´Keeffe
Alcatel-Lucent
Services EMEA Quality Leader
KPI Team Update Presentation: Customer Experience & Framework / Managed Services & Services Focused KPIs
Colm O’Keeffe is a senior manager with more than 20 years experience in the Computer and Telecommunications Industries. He has held global and regional leadership positions with Stratus Computers, Ascend, Lucent Technologies and Alcatel-Lucent with a focus on Quality and Business process improvement. Colm is representing the work of the QuEST Forum KPI team which is aimed at making TL KPIs more appealing to a wider set of stakeholders in Service Providers and Suppliers.
Keith Scanlon
Ericsson
Principal Consultant, Operational Excellence Lab
KPI Team Update Presentation: Customer Experience & Framework / Managed Services & Services Focused KPIs
Keith works as Principal of Ericsson Operational Excellence (OE) Lab, the benchmarking and best-practice management unit of Ericsson Business Unit Global Services. A key responsibility of the OE Labs is to continuously improve the Ericsson Managed Services quality and best practice for operations globally serving 1.2 billion customers. Previous to this, Keith worked as Senior Consultant in the Western Europe Consulting Hub, advising Telecom Operators in EMEA how to sharpen operations, improve customer experience & enhance return on investment. Prior experience also included working in research, development & procurement with BT Labs in UK.
2015 EMEA Regional Conference Best Practices Speakers
Derek Chen
Hong Kong Telecom
Assistant Vice President, Customer Service
Best Practices Presentation: Increasing Revenue Through Improved Customer Experience
Derek Chen is AVP of Customer Service and his teams are responsible for delivering premium service to High Value Commercial / Business Customers. Derek has 30+ years of professional service experience in Telco. Achieved ITIL Expert Level, he helps HKT establishing Global Service Management Team, Project Management Team, Customer Service Management Center, Account Service Management teams to serve Commercial Customers. He also leaded in consultancy project in Asia & Middle East to assist carriers to transform their Operation teams in Customer Services. Derek previous experiences include professional management Trainer in PCCW-HKT Training and Development Center; Project Director for Global Projects; Senior Solution Architect in developing solution to Commercial Customers and specialize in Global Network and Contact Center Establishment.
Jonathan Hopkinson
Huawei Technologies Co., Ltd.
Director of CEM Solutions
Best Practices Presentation: Increasing Revenue Through Improved Customer Experience
Jonathan is a member of the customer experience management team within Huawei’s Global Technical Services business. Primarily focusing on data analytics, Jonathan consults with communication service providers worldwide, designing solutions which provide customer-centric, data-driven insights to improve their business outcomes.
Formerly Head of GSM/UMTS Software Development at Motorola, Jonathan has over 25 years experience working in the wireless communication field, covering product R&D, service development, network optimisation and customer care. Jonathan holds over 10 granted patents covering algorithms and techniques for wireless network performance improvement and optimization, and is a certified NPS practitioner.
Michael Huthart
ADVA Optical Networking
Director of Operations – Northern Europe
Best Practices Presentation: Sustainability Thinking Pays Off; New Framework Drives Game-Changing Ideas
Michael Huthart, Operations Director, has worked for ADVA Optical Networking since 2009. During this time he has been Director of Operations Northern Europe, managing the total fulfilment process. Michael is passionate to constantly optimize the supply and deliver networks for UK and Ireland. His aim is to create mutual wins in customer satisfaction, sustainability, and profitability for customers and ADVA. Mr. Huthart has 25 years of experience spanning disciplines in mechanical, electrical and electronics engineering. He has held senior operational roles in electronics, aerospace, consumer products, and service industries as well as front-line responsibility for implementing Lean practices in design, manufacturing shop floor and supply networks. Mr. Huthart holds a Master’s degree in Supply Chain Management and Lean Operations.
Ronan Kelly
ADTRAN
Chief Technology Officer EMEA & APAC Regions
Best Practices Presentation: Into the Wild, Moving Telecoms Equipment Outdoors
Ronan brings over 19 years’ experience in the telecom industry. With first-hand experience deploying next-generation optical and copper networks, IPTV platforms, and microwave radio networks, he holds an unusually broad understanding of the challenges faced by today’s operators, incumbent and competitive alike. Combining his long standing technical knowledge with his strong telecoms business experience (operator, NREN and vendor), Ronan has assisted some of the world’s largest operators maximize their value proposition and achieve market success. For the past five years, Ronan has been dedicated to the development of ADTRAN as a global leader in the broadband access and transport arena, and continues in these efforts as we enter the exciting new era of SDN and NFV. Ronan has shared his experience with not for profit organizations tasked with advancing the Internet experience, including five years serving on the board of directors for the Irish Neutral Exchange, and working with the World of Applications committee in FTTH Council Europe. He holds an MSc in Technology & Innovation Management and an MBA from the Dublin Institute of Technology.
Dan O’Connell
Xilinx Corporation
Customer Quality Manager
Best Practices Presentation: Kudos Aristotle: Using Ethos, Logos & Pathos to Improve the Xilinx Customer Experience
Dan O’Connell, BEng, MEngSc, is the program manager for Customer Experience of Software Products at Xilinx. He has had 18 years of engineering and management roles in Software Verification, Software Development and currently in Corporate Quality. Dan has applied knowledge of TL9000, Six-Sigma, 8D, FMEA and 5-Why.
Mehiar Qaoud
Emirates Integrated Telecommunications Company (EITC)
Senior Manager
Best Practices Presentation: How TL 9000 Helped in Fixing The Factory
Mr. Mehiar Qaoud is the senior manager of the Commercial Governance unit in Commercial department.
Mr. Mehiar brings over 11 years of technical, business and managerial experience in the Telecom and other industrial sectors. His expertise includes hands on governance creation, process and policy setting, product development and strategic management. He previously held various management and technical positions at Tecom, CNBC and EITC. He got the first TL9000 practitioner certificate in the Middle East and was behind the first TL9000 QMS certification in the Middle East. Also certified in Project management (PMP), 6sigma GB, eTOM framework and ITIL. He holds an MBA from the American university in Dubai, UAE, and a BSC degree in Electrical and Electronics Engineering from the American University of Sharjah, UAE.
Umesh Vyas
Tata Communications Transformation Service
GM- Business Excellence
Best Practices Presentation: Achieving Best-in-Class Customer Experience through Effective Product Launch
Umesh Vyas is a renowned Business Transformation and Quality professional & thought leader, he has around 18 years of work experience with telecom and automotive companies. Bharti Airtel, Huawei Telecommunications and Tata communications transformation service are recent organizations where has was engaged. Umesh is certified Six Sigma Master Black Belt and TL9000 Lead Auditor, he hold Master’s in Total Quality Management and has done EPGBM from IIM Calcutta. He is actively engaged with various quality forums like Quest, ASQ, CII and participated many telecom industry forum events & presented best practice/ case studies.
2015 EMEA Regional Conference TL 9000 Workshop Speakers
Ken Koffman
JDSU
Global Business Quality Officer & VP Business Excellence
TL 9000 Workshop: TL 9000 Knowledge Sharing: Status of Requirements Handbook
Ken Koffman is a customer-focused results-oriented executive with an excellent technical background and over 30 years of Telecom management experience. As the Quality Officer at JDSU, Ken oversees the creation and optimization of all corporate key processes and the measurement system that drives continual improvement and maximizes customer satisfaction for this cutting edge innovator. Before joining JDSU, Ken had a similar role at BigBand Networks, successfully building a robust quality system for the video networking pioneer. Prior to that, Ken had several diverse management responsibilities at Bell Labs and Siemens, covering all aspects of complex product development and support – from systems architecture to 7×24 Service. He oversaw strategic planning, balanced score card design, and QMS implementation, while serving QuEST as an SME and team leader. Ken is a charter member of QuEST, an author of both handbooks, an Executive Board Director, and an acknowledged industry expert. He is the Board’s liaison and an active participant in the Oversight & IGQ Workgroups and Board champion for the Performance Data Report improvements initiative.
Alan Rutterford
Excel Partnership UK
Senior Consultant
TL 9000 Workshop: Jump Start into TL 9000 Workshop
Alan Rutterford is an experienced trainer and implementer of management systems and business improvement initiatives. He worked for British Telecommunications for over 33 years in technical, operation and research and development roles before joining Excel Partnership. Alan has been involved with QuEST Forum since 1999 when he was one of the two trainers who presented the first QuEST Forum public training course in Somerset New Jersey. He has extensive knowledge of TL 9000, information security management, software process assessment and business improvement in which he has conducted successful consultancy and training projects for clients world-wide from Japan through Asia, Arabia, Africa, Europe and to the Americas.
John Wronka
Alcatel-Lucent
Senior Director, Corporate Quality
TL 9000 Workshop: TL 9000 Knowledge Sharing: Status of Requirements Handbook
John Wronka is a Senior Director of Alcatel-Lucent’s Corporate Quality Management System and TL 9000/ISO 9001 multi-site certification. In this role, John has led several corporate wide programs to improve efficiency and customer satisfaction. John has had the privilege of QuEST Forum participation including various roles from leading subteams (e.g. Bylaws in Oversight), to secretary/chair roles of IGQ (responsible for TL 9000 technical content). He has also successfully led executive board initiatives such as the “Top 20”, which resulted in today’s Membership team, the Mentor Program, which became the “Jump Start” program, the individual TL certification programs – John is a certified TL 9000 expert himself – and most recently the Performance Data Report team.