Global responsibility for all development and operations with a budget in excess of $250M and over 425 applications in support of Ford’s Customer Service Division ( Parts, Supply & Logistics, Service Engineering, Diagnostic Service Planning, Warranty, Recall, Service Marketing & Sales, Extended Service Business, Parts Pricing, etc. ).Selected member of the IT Personnel Development Committee for Managers and played an active role in IT Leadership candidate hiring and development.Supported Ford’s strategy to increase service customer satisfaction year over year, including the following strategic initiatives:
vReplaced the entire Parts, Supply and Logistics application portfolio with a solution developed by SAP using requirements from both Ford and Caterpillar which became the SAP industry-standard offering.Achieved inventory reductions over $300M and best-in-class fill rates to Dealers by reconfiguring warehouses and transportation.
v Improved Customer service satisfaction by modifying systems to accommodate daily stock orders to dealers, rather than weekly stock orders; reducing the time required to repair a customer vehicle.
v Implemented through a Rapid development methodology a global recall system for early concern identification in response to National Highway Traffic and Safety Administration requirements. Prior data and system defragmentation efforts allowed Ford to deliver on time.Risk mitigation strategy improved by delivering timely concern information to engineers and the government.
v Delivered innovations in the arena of diagnostic tooling and in-vehicle computing via:
o SYNC - combining the ability to read output from vehicle computer chips to an automotive operating system developed by Microsoft back to a user interface.Led to innovations such as a vehicle health report and provided a platform for other Marketing initiatives.Increased conquest sales dramatically.
o Co-lead business sessions to develop the next generation of an in-vehicle digital lifestyle utilizing new technologies and any new social networking device consolidation, as well as potential remote diagnostic applications.Improved vehicle sales and customer satisfaction.
v Reduced Warranty cost, increased Customer Satisfaction and increased current-year and forward model quality by delivering a total warranty solution including in-Dealer concern reporting through feedback loop to engineering, manufacturing and suppliers.Projected savings of over $100M annually upon completion and positive cash flow throughout development life-cycle.
v Drove global buying synergies and >$10M savings by consolidating parts purchasing to one corporate system.
v Achieved Warranty cost reductions, improved Customer Satisfaction via fix-it-right-the-first-time, and reduced systems complexity by globalizing the service technician training, certification and tracking.
v Delivered Call Center strategy to outsource infrastructure and application layers in conjunction with business function.Cost reductions achieved through low cost sourcing opportunities.
v Implemented and Co-chaired Financial Governance Committee with business Controller to optimize IT spend across entire business unit.Maximized return on investment for all IT dollars spent and ensured business priorities were adhered to.
v Developed and implemented a new skills-based process for succession planning and employee development based on competency development of skills related to Job Families.Improved employee satisfaction in annual surveys regarding career development and opportunities, and placed best qualified candidates in open management positions.