Mahmoud Ibrahim Elhefnawi

(Mobile:+966-540545709; Email: mahmoud.elhefnawi@gmail.com; URL: www.linkedin.com/in/MahmoudElhefnawi)

Employment Experience

Period: March 2006- Today

Employer: United Electronics Co. –eXtra- Saudi Arabia (eXtra is the biggest company in Saudi Arabia for electronics, computers, white goods,
personal care, gaming, mobiles, digitals and home appliances retail business, with 15 showrooms ) .
Title: After Sales Services Quality Assurance/ Customer Service Manager
Job Responsibilities & achievements:
 Design business process model & management system documents confirming with ISO9001 requirements (e.g. scope
includes delivery / installation / repair, activities are receiving job orders for walk-in customer & home service /
conducting repair and installation/ spare parts management/ technical support via telephone/ call center/ customer
happy calls/ customer satisfaction survey).
 Design key performance indicators (e.g. call center KPI's, depot repair, closure rate/ average repair time/ pending cases
rate, customer satisfaction , response time, first time repair, etc.).
 Conduct KPI review meetings
 Coordinate with IT to have all KPI's on company portal
 Define & control P&L
 Plan/ Conduct internal processes audits (using service evaluation model)
 Issue non-conformity reports and follow up corrective / preventive actions.
 Design service products packages
 Measure customer loyalty.
 Implement customer recovery program
 Implement customer service award
 Manage call center activities
 Establish/ Manage customer complaints system (collections / investigation / resolving).
 Establish/ Implement customer happy calls system
 Implement quality training for the staff
 Establish / manage telesales system.
 Project management officer, including:
o Train staff for using MS-project as an official tool
o Make sure that all new project are probably entered to MS-project
o Conduct projects review meetings

Period: Oct. 1997 – March 2006

Employer: Mercedes-Benz Factory in Egypt, production facility for Mercedes-Benz assembly , C-class and E-class
Title: Quality management system audit manager
Job Responsibilities:
 Supervising the audit team (product & system).
 Establish the QMS documentation system according to ISO requirements
 Plan and conduct quality and environmental audits (ISO9001; ISO/TS16949, ISO14001; VDA6.3).
 Single point of contact with ISO certification body for ISO certificate surveillance audit, the company is certified ISO9001,
ISO/TS, ISO14001.
 Coordinate customer audit to insure the compliance with customer requirements ( e.g. audit done by Chinese authorities).
 Define the company process model, including sub-processes and related KPI (including core business processes e.g.
planning/ purchasing/ warehouse/ assembly/ delivery) as well as supporting processes (HR/ finance/ services).
 Establish web-based monitoring system for the KPI
 Implement and record the management review meetings
 Control non-conformity reports, corrective and preventive actions.
 Define statistical techniques used for quality improvement.
 Calculate process capability Cpk and machine capability Cmk, recommend the required corrective action to improve.
 Implement Six Sigma projects for cost reduction.
 Calculate and report quality cost.
 Conduct measurement system analysis MSA.
 In-process inspection for torque measurements, and final car audit from customer points of view according to VDA.
 Conduct suppliers audit, for selection and continuous performance improving of car parts ( conducting 14 audit per year) .
 Conduct failure mode and effect analysis FMEA studies for critical processes.
 Conduct Quality/ ISO training for the organization.
  Conduct Six Sigma training for the organization.
 Conduct statistical quality control training for the organization
 Effective participation in the ministry of industry workshop for defining & establishing "Egyptian National Quality Award"
which equivalent to the European EFQM .
 Leading the company & wining the Egyptian National Award for Excellence (Quality) in 2005, the company was the first
company in Egypt who won the award.

Period: Dec. 1993- Sep. 1997

Employer: LG Electronics Egypt , TV production line
Title: Quality Assurance Supervisor
 Establish the QMS documentation according to ISO9002 requirements
 Prepare the company for ISO 9002 certification, finally certified on 1995
 Plan and conduct internal ISO audit
 Record and follow up corrective and preventive actions
 Conduct management review meetings
 Manage quality inspectors
 Conduct receiving and final inspection team.
 Handling customer complaints
 Customer technical support.
 Initial samples preparation for serial production approval.
 Document and data control.

Title: Production Supervisor , TV components

 Supervise 40 workers
 Daily production planning, reporting and follow up.
 In-process quality control.
 Conducting monthly in-process inventory.
 Maintenance of production equipment & CNC machines.
 Increasing machines’ productivity 50% by improving machines idle time.
 Increasing assembly productivity from 2500/day to 3000/day by improving conveyer system.
 Decreasing defective rate from 3% to 1.1% by establishing trouble-shooting sheet.
 Cost calculation.

Period: Aug.1992 – Nov.1993 : –

Employer: Al-Olaa Co.
Title: Maintenance Engineer
 Maintenance and installation engineer for sound system.

Education and Qualification

Education

 1992 B.Sc. in Electronics Engineering

Quality & Environment Courses

 Certified customer service manager (IIRME) Dubai

 Statistical Quality Control (American university in Cairo)
 6 Sigma (Green Belt certificate) (American university in Cairo)
 ISO/TS 16949 Internal Audit course (Corporate Quality Management, Mercedes-Benz).
 Failure Mode and Effect Analysis, FMEA (Mercedes-Benz).
 ISO 9001 Quality Management System Lead Auditor course (SGS- certificate # 00/D502879S/10383).
 ISO 14001 Internal Audit Course (BSI).
 Environmental Management Systems Engineering EMS (American University in Cairo).
 Quality process audit according to VDA 6.3 (Corporate Quality Management, Mercedes-Benz).
 Quality management systems for processes (building business process model) (Fraunhofer Institute).

Management Courses

 Managing people performance (Logic) KSA

 Coaching (Logic) KSA
 Handling difficult customer (Logic) KSA
 Train the Trainer, TOT
 Finance for non-financial managers (Logic-consulting)
 Time management & effective meeting (Logic-consulting)
 Effective Leadership (Logic-consulting)
 Mercedes-Benz Production System, lean manufacturing.
 Innovation and creativity Skills (Mercedes-Benz).
 Problem solving skills (LG Electronics).
 Production management (LG Electronics).
 5S (LG Electronics).

Languages skills
 Arabic; English

Computer skills
 Windows – MS Word – MS Excel – MS Access – MS PowerPoint – MS Project

Personal Data
 Date of Birth: 27/01/1968
 Nationality: Egyptian
 Gender: Male
 Marital Status: Married
 Driving License: Valid
 Mobile: +966-540545709
 Email: mahmoud.elhefnawi@gmail.com
 URL: www.linkedin.com/in/MahmoudElhefnawi