Charles M.

Monroe
Project Manager - Process Manager - Continuous Improvement Leader
ASQ Certified Six Sigma Black Belt
US Citizen
Previous DOE & GSA Security Clearances
References Available Upon Request
Telephone 480-471-1048
Scottsdale, Arizona 85262
Email: cm72060c@westpost.net
SUMMARY
Accomplished Lean Six Sigma Master Black Belt and Continuous Improvement Manager
consultant with extensive experience planning, launching, implementing and mana
ging quality improvement projects for international and domestic clientele in th
e Financial, Information Technology, Distribution, Financial, Manufacturing, and
High Tech industries. Experienced in Process Improvement using Lean Six Sigma
Methodology, as well as conducting training, coaching, group facilitation, and c
hange management techniques. Successful in reducing waste and operational costs
, improving quality, increasing revenue, increasing customer satisfaction and im
proving bottom-line results.
KEY QUALIFICATIONS
* Lean Six Sigma Master Black Belt
* Process Design & Mapping
* Process Improvement
* Project Management
* P&L Responsibilities
* Strategic Planning Facilitation
* Taught six semesters of Statistics at the college level.
* Taught Black Belt and Green Belt classes, mentored and supervised the candidat
es during their execution of their training projects.
PROFESSIONAL EXPERIENCE
PEGASUS ORGANIZATION, INC. Scottsdale, AZ 2008-To-Date
Performing consulting assignments, strategic planning retreats, and process impr
ovement projects.

DHL IT SERVICES AMERICAS, Scottsdale, AZ 2005-2008

Lean Six Sigma Master Black Belt
Managed process improvement initiative and project selection for division. Mana
ged Information Technology Services global processes against ITIL, CMMI and ISO
standards and managed Lean Six Sigma Black Belts and Green Belts in process impr
ovement projects' selection and execution while coordinating with global project
office and active local projects in Europe and Asia. Projects included:
* To meet CMMI, ITIL and ISO audit requirements, trained 880 employees on the IT
S Process and its application to their standard work tasks.
* Trained 36 process workers and owners on Lean Six Sigma methodology and tools
as "green belts". Executed process improvement projects for "new account creati
on", "cash-basis-only" credit status enforcement; "release-to-production" cycle
time and roll-backs reduction; "bid management" cycle time reduction; and "invoi
ce payment" cycle time reductions.
* As a result of a service failure, organized a series of workshops with proces
owners and process subject matter experts to identify causes of service failure
and process changes required to ameliorate, avoid or provide early detection of
such an event in the future and insure process roles were assigned and actively
implemented.
SIX SIGMA QUALTEC, INC., Tempe, AZ 2003-2005
Lean Six Sigma Master Black Belt
Master Black Belt managing Six Sigma projects, training, coaching and supervisin
g Black Belts and Green Belts in multiple geographic locations in the US, Canada
and Mexico. Sample projects:
* Rhodia - Plastics Manufacturer, Toronto: Projects: (1) DFSS for plastics prod
uction optimization produced 47% improvement of $120,000 per year; (2) reduced o
ff-spec production waste scrap to save $340,000; (3) increased one product's pro
duction flow rate by 50% to realize savings of $100,000; and (4) reduced invento
ry COPQ losses of raw and finished materials due to misplacement and miss-weight
ing by 80%.
* Taught on-site Six Sigma classes to employees of Storage Technology in Boulder
, CO.
* National City Bank of PA - Retail & Commercial Bank, Pittsburgh: Projects in
Consumer Mortgage (reduced approval time), Commercial Loan Processing (reduce de
fects), Imaging Lock Box (reduced defects), Retail Accounts Call Center (reduced
talk time), Return Item Processing (reduce cycle time), Vault Operations (reduc
ed Fed charges for cross shipping). First twelve-month savings in excess of $1
.7M.
* Altura - Regional Credit Union, California: Projects in Call Center (reduced
talk time) and Consumer Mortgage Loans (reduced cycle time from application to i
nvestor approval). First twelve-month savings of $1.112M.
* Provident Bank Mortgage Financing Subsidiary: Projects in Mortgage Sales, Loa
n Processing and Operations, Underwriting and Settlement, and Secondary Sales to
Investors. First twelve months operations savings of $800,000 and revenue enha
ncement of $14 million. Taught on-site Six Sigma classes and supervised candida
tes performing their required certification projects.
* Mellon Bank: Managed a project which reduced account audit time.
THE PEGASUS ORGANIZATION, INC., Phoenix, AZ 1991 to 2003
Principal Management Consultant
Certified Management Consultant facilitating CEO, Board and VP-level Strategic P
lanning retreats, Change Management projects, and Marketing consulting projects
including product definition, and collection of Voice of the Customer. Internat
ional and domestic example engagements include:
* Federal Signal's Emergency Rescue Group, for rescue vehicles (fire, ambulance,
technical rescue, etc.) designed and implemented Voice of Customer program (in
English and French) to determine customers' requirements and populated a Quality
Function Deployment matrix with technical features. Surveyed 35,000 fire depar
tments in English and French to collect vehicle requirements to define configura
tion requirements (550,000 possible combinations) within 95% confidence interval
to enable mass customization manufacturing project.
* GE Capital, Center for Learning & Organizational Excellence, Stamford, CT. De
signed and delivered the first Six Sigma methodology (DMAIC) Green Belt training
for GE Sales and piloted it with Sales in GE Capital's Modular and TIP business
units. Deliverables of the training were identification of the specific sales
process, processes providing greatest opportunity for productivity improvements,
Sales Rep personal dashboards for self-measurement, customer scorecards, clear
differentiation for the sales force from their competitors and first DMAIC proje
cts.
* Proctor & Gamble de Mexico, Queretaro, Mexico: Training and workshop on "Lean
Six Sigma" for manufacturing.
BROWN & ROOT, Houston, TX
During college, in the summers, I worked in a Brown & Root pipe mill where we bu
ilt down-hole oil field pipe, and furniture and bicycle pipe from scratch. Ver
y interesting basic manufacturing processes. Seam testing was done by putting t
he pipe in a rack, camping the ends and injecting hot water colored white. If a
seam had a defect, we all got sprayed with hot, white water.
EDUCATION
Master of Business Administration, Babson College, Massachusetts
Bachelor of Science in Electrical Engineering, University of Houston, Texas
PROFESSIONAL CERTIFICATIONS
Certified Six Sigma Black Belt awarded by American Society for Quality.
Certified Management Consultant awarded by the Institute of Management Consultan
ts.
PROFESSIONAL AFFILIATIONS
American Society for Quality. Member of ASQ Phoenix Section Executive Committee
2003-present.
Institute of Management Consultants. Past President of IMC Phoenix Chapter.

ADDENDUM
PAPERS & SPEAKING ENGAGEMENTS
* Lean Six Sigma Value Stream Mapping Workshop: Arizona Quality Alliance Annual
Conference, Scottsdale, AZ, Apr., 2007.
* Work Control Systems: Arizona Quality Alliance Conference, Scottsdale, AZ, Apr
il, 2006.
* Work Control Systems: American Society for Quality, Phoenix, AZ, Feb. 2006.
* Understanding Lean Principles that dramatically impact Process Performance (Qu
ality, Service and Cost); presented to Society for Health Systems' 17th Annual S
ociety for Healthcare Systems' 17th Annual Management Engineering Forum, Dallas,
TX, Feb. 2005.
* QFD, a Critical Tool for Designing Quality Services and Processes. Presented t
o American Society for Quality's Quality Management Conference, Dallas, Texas; M
ar. 2004.
* Understanding Lean Principles That Dramatically Impact Process Performance (Qu
ality, Service and Cost); presented to Society for Health Systems' 16th Annual S
HS Management Engineering Forum, Orlando, Florida; Feb. 2004.
* How Project Selection Impacts Quick Results in Six Sigma Performance Improveme
nt Programs; presented to Society for Healthcare Systems' 16th Annual SHS Manage
ment Engineering Forum, Orlando, FL, February, 2004.
* Lean Six Sigma workshop for improving quality, reducing process time and creat
ing additional value, presented to Proctor & Gamble Maruscala, Planta de Activos
, Queretaro, Mexico, February 2003.
* Applying Quality Function Deployment (a critical tool for Design for Six Sigma
) to Product & Service Design; presented to American Society for Quality, Palm S
prings, CA; Jan. 2003.
* Sales: Art or Science - Applying Quality to Sales, presented to Institute of M
anagement Consultants, Phoenix, AZ, March, 2002.
* Seminar on Strategic Partnerships, presented to Association of Contract Manufa
cturers; Marlborough, MA; June, 1997.
* Workshop on Strategic Planning, presented to Association of Contract Manufactu
rers Marlborough, MA; June, 1997.
* Seminar on Quality Function Deployment", presented to Association of Contract
Manufacturers; Marlborough, MA; June, 1997.
PERSONAL TIME
* Recruiting and mentoring schools to participate in the Association of Technica
l Societies (ASQ, IEEE, SME, etc.) National Engineers Week annual Future City Co
mpetition. Acting as a judge for the ASQ section to select winning local teams
. Future City Competition challenges the middle schools' teams to design a bett
er future for our cities. The 2009 competition subject was "clean water systems
".