Pamela Motl, Cssgb Email & Phone Number

Dallas/Fort Worth Area

Southlake, TX

• Partner with stakeholders to assess current processes and identify process improvement opportunities. Collaborate with Delivery & Care team peers and create best practices related to the Program Lifecycle to further.
• Manage the delivery process maturity program, work with project teams to complete maturity assessments, develop actions and implement deployment plans to meet maturity goals and targets.
• Develop and publish monthly communications. Leader messages, articles, videos and content increase awareness, alignment and integration of the value of standard processes, quality and continuous improvement.
• Lead Kaizen Events, Workshops and project teams to identify process break points and waste, understand root cause and define improved, predictable and more efficient implementation processes.

Plano, TX

• Managed the fundamental Continuous Improvement (CI) Education program. Designed CI education workshops and curriculum using the ADDIE Model. Facilitated 120+ hours of classroom instruction with a 95% average.
• Managed the HDFS Six Sigma Yellow Belt Program. 40% of HDFS employees became certified. Mentored 75 Yellow Belt certification candidates and additional improvement projects that resulted in $500,000 in cost savings.
• Conducted departmental CI Maturity Assessments and individual CI Applied Learning Plans. Facilitated roadmap action plans, updates and reporting that successfully drove a CI cultural transformation.
• Led cross functional teams to analyze relevant data to identify problems and use CI tools to define customer requirements, understand root causes of problems, implement solutions and sustain improvements, using Six.
• Developed and implemented an innovative structured methodology to conduct cross functional process reviews to identify improvement opportunities.

Plano, TX

• Led cross functional teams to implement improvement projects using structured problem solving approaches in response to Voice of the Customer issues, feedback from Customer Satisfaction surveys, product or process.
• Developed Metrics Performance Scorecards. Provided analysis and facilitated review with account teams and business units on a monthly basis. Drove improvements in areas of performance below targets.
• Worked with various stakeholders to deploy the 2011 Customer Satisfaction Survey. Made improvements resulting in USA survey response rate 6.5 times greater than 2010 CSAT Survey.
• Prepared business units for external TL9000/ISO9000 audits. Participated in audit sessions as lead escort with external auditors. Successfully passed all registration and surveillance audits.
• Completed internal TL9000/ISO9000 audits. Developed audit schedules, executed audits, documented results, communicated results to audited organizations and facilitated closure of nonconformities or opportunities for.

Richarson, TX

• Investigated root cause analysis of customer issues and implemented process improvements to resolve customer complaints using CI tools and structured problem solving approaches.
• Lead auditor on internal TL9000 audits and software process maturity assessments (CSQP). Developed audit plans and schedules, executed audits, documented results, communicated results to audited organizations and.
• Developed Customer Satisfaction Index metrics and Customer Scorecard Dashboard. Coordinated investigations in areas of substandard performance and implemented improvements. Presented results at customer meetings and.
• Completed quarterly TL9000 metric trend analysis as compared to industry benchmark performance for each registered product family. Summarized improvements or negative trends and detailed underlying causes. Coordinated.