Abdelali HAIDA

Experience

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  STMicroelectronics

  Jan 2002 - Jan 2006

  Reporting to: Manufacturing Operations Director.STMicroelectronics is certified ISO 9001, ISO 14001, OHSAS 18001 and ISO/TS 16949.Handling higher responsibilities on both technical and management path in production area (Power Operations): Manufacturing Test Product Engineering Management (Production/Maintenance/Testing/Finishing/Network/Technical/Packaging/Final Quality Control/Quality Assurance).• Participation to several product trainings in France and Italy.• Production area maintenance planning for equipments using standard KPI's: NEE, OEE… • Higher experience using the main production control documents: Factory Work, ADCS, EDOCS.• Production Tools: Helpdesk, SAP, SPC, OCAP, the 7 tools, Why Why Analysis, OPL, X-ray...• Production working on automotive product providing markets with devices they need to build any automotive application, from powertrain and safety systems to car body. • Ensure products meet the specific and rigorous quality requirements of the automotive market, a continuous quality improvement gained through close collaboration with leading automotive suppliers and car makers. • Analog and digital products manufacturing and test eng'g, system kit solutions, for the automotive market (Car entertainment, digital broadcasting, standard functions, specific functions, MCU for automotive).• Member of the ISO TS/16949 (dedicated certification for Automotive Market) Quality Management System process certification team for the Morocco plant BSK_BE under Central back-end CBE guidance and top page keys.• Appointed ESD Champion by the STMicroelectronics Morocco 's CEO for Electro Static Discharge Program Management. Show less Reporting to: Central Technical Director.STMicroelectronics is a world leader in providing the microelectronics solutions with a Corporate head office based in Geneva, Switzerland.ST is certified ISO 9001, ISO 14001, OHSAS 18001 and ISO/TS 16949 with successful regular reconduction of these certifications for BSK_BE Manufacturing plant (Sustainable Excellence).• I joined this wonderful company in 2002 (Multinational environment) and started first working on several technical issues for Central Engineering inside the Micromodules SmartCards operations, such as Production yield improvements, Test network management, Process eng'g improvement teams, Cost reduction & modernization programs, Maintenance, Lean manufacturing, Quality tools & methods deployed for production area, QA, QC, HSE....• Startup of new lines transfered from Singapore into Casablanca plant: I have been a member of the Central Engineering team that had been in charge of some manufacturing lines transfer from Singapore to Morocco, launch qualification for test engineering indeed (production start-up for new lines qual.).• Participation to regular internal/External audits related to quality management systems QMS ISO 9001, and ISO/TS 16949 dedicated certification for automotive market, HSE systems...and regular quality assurance indeed.• Chorus and Latch Cascade training for Total Quality Management (TQM), Lean Management, Total Productive Maintenance (TPM) and 5S implementation strategy inside the manufacturing area.• Coordination with external suppliers & partners such as ST's central back-end and European divisions in France, Italy, Malta,...for all issues related to the products.• Partnership with universities : I have organized several Electronic Training courses for all the STMicroelectronics technicians at the prestigious AL AKHAWAYN university to increase their technical level and enhance their management skills as well. Show less

  • Senior Engineer – Manufacturing Product Test Engineering Manager

    Jan 2004 - Jan 2006

  • Central Technical Engineering and Test Network Engineer

    Jan 2002 - Jan 2004
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  Groupe Auto Hall

  Jan 2006 - Jan 2009

  Chef de Service Après Vente, Président du Comité Hygiène et Sécurité, Pilote Processus Qualité P/S

  Reporting to: Deputy GM .Brand Aftersales Manager, President of Health and Safety Committee CHS, Group Quality Process Pilot Parts & Service.• Lead Workshops (Electrical, mechanical & bodyshop) and Technical Assistance Warranty management.• Parts & Accessory sales head, Stock Inventory Management process, Obsolescence & Excess stock control and disposal. • DMS application integration WINCAR.• Using recognized KPI's to monitor and improve business profitability, productive efficiency. • SPIRIT program implantation, follow up for service & parts promotions.• Service Incoming Units, Annual Service Demand, Outlets, Labour Sales, Genuine Parts Retail Sales and Key Parts Sales Report.• Managing Customer Care, record, analyze and action on all customer issues and concerns: Repeat Repairs, CR (Customer Revenue), Labor, Recovery Rate follow up... • Develop new customer care processes to increase Customer Satisfaction scores and customer service levels.• Conduct market surveys on price competitiveness in the local market; develop the business, making price attractive options to our Retail, Fleet and Insurance customers. • Understand the financials involved an all after sales along with HR legislation and requirements. Introducing process and procedures to enhance current business situations. • Restructure, streamline and provide Regional Office with datas for each area of after sales, monitoring ... • QALITEL system for quality reporting related to ISO 9001 v2008.• Group quality process pilot for Parts & Services summarizing the group quality KPIs, action plans and improving journals.• Design, develop and introduce efficient and effective Workshop, Bodyshop process and procedures, increasing repair workflow, reducing customer wait times.• Member of the team that prepared obtaining the CGEM label as well as categorization in customs lists (classifies) for Auto Hall SA.• Appointed President of the Health and Safety committee (CHS) by the Auto Hall 's CEO. Show less

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  Renault Commerce Maroc | Groupe Renault Maroc

  Jan 2009 - Jan 2010

  After Sales Manager Renault & Dacia

  Reporting to: Renault Commerce Branches General Manager .Managing the biggest Renault workshop in the world (10.000 m2) with over 120 entry per day and 88 technicians, managing both brands Renault and Dacia.• Customer experience quality analysis, taking the business back into basics on customer care, customer retention process, strategy and follow-up.• Developed training plans ARES for Cotech using Infotheque, Powertrain (Engine/Transmission) processes, diagnostic methods/tools, electrical schematics, all under THE RENAULT TECHNOCENTRE guidance at GUYANCOURT in Paris.• Parts lost sales reports, Project development PER4 (Renault Excellence Plan) after sales process: the 10 mandatories for after sales as Renault dealer standards.• Development and follow up of the after sales advertising, CRM, Verbatim and digital strategy with Key Performance Indicators (KPIs). • Full control of DMS (DCS.Net, SIRVA). Systems and tools (Dialogys, Renault.Net, ACTIS). • OTS system management for recall campaigns, PGCS and warranty process management for the brand, QSA (% TAFS, % returns rate and items related) and PLV. • Assistance request (FIC Assistance), OLV (vehicle launch operation) to eliminate the non-conformities related to technical documentation, Suppliers management, PVI delivery delay and Quick service implementation with daily Productivity, Efficiency and Utilization follow up.• Introduce KPI awareness to support targeting, budgeting & profitability of the business. • ECM audit (Mistery Customer) follow-up.• Review expenses and streamline operations without reducing customer support or service. • Workshops design and layout, equipment sourcing and tenders, Automation of Oil dispensers, workshop parts delivery systems. • Restructure procedures within New Vehicle PDI. • Build a Key Account customer support network, to maximize the spend capacity of key account customers into the group. Reduced expenses and profitability increase in all areas within my AOR. Show less

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  Jaguar Land Rover Groupe Smeia

  Jun 2010 - May 2014

  Chef de Département Après Vente National, Membre du Comité de Direction

  Reporting to : Director-General (Groupe Smeia)National Aftersales Manager, Member of the Board.Head of – Multi Site Aftersales Operations – for Parts and Service, to maximize Return On Investment and deliver outstanding "Customer First" Behaviours. Cities of responsibilities (all dealers): Casablanca, Rabat, Marrakesh, Agadir and Tangier.Head of – Customer Service Operations – My role involves the management and expansion of the Wholesale business throughout Morocco (5 dealers) to increase Network Capability and enhance Customer Experience, identifying all Aftersales issues that would influence Business Development strategy.Reporting directly to me : Dealers Aftersales Managers, National parts sales manager, Dealer Technical Support, Warranty & Extended Warranty, Training, pDI, Customer Relationship Center CRC, Roadside Assistance RSA.• Customer Service Excellence Programme: Dealer Service Experience DSE, Overall Service Satisfaction Score, RFT Score, Retention, SCP Deployment, ASAP Score, Mystery Shop Results, Capacity Planning, Learner Journey (e-Learnings, Classrooms, Levels Assessment).• Key Enablers: Service Core Process SCP, Service Packages, Parts PDC, SV CRM, Accessory Sales Acceleration Program ASAP, Heritage Parts Pricing, Customer Satisfaction CSI vs CRM-ME, Customer Loyalty Program CLP vs Net Promoter Score NPS, Non Service Related NSR.• Revenue Generation: Electronic Vehicle Health Check eVHC, Predictive Marketing, Superservice Menus SSM, Customer Paid Revenue CPR, Approved Vehicle Program (Used Car), Aluminium Bodyshop.• 5 Yr Business Plan (MENA Customer Service Promise): Labor sales, Customer Paid Part CPP, Order Call P&A, Retention, Efficiency, Productivity, P&A Sales, Parts gross profit, Parts RRP, Accessories SPNV, SPUIO CPP.• Performance Measurement: Variable Dealer Margin VDM, Dealer Standards Processes Programme DSPP, Dealer Standard Assessment Tool DSAT, Corporate Identity CI.• President of Health & Safety Committee. Show less

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  Groupe ADDOHA

  May 2014 - now

  Director Quality and Customer

  Reporting to : Managing Director .Addoha Group is a leader in the Morocco Financial Market, generating a secured sales turnover of $2 billions dollars (16 billions moroccan dirhams). The Group is certified QMS/ IRCA- ISO 9001 v2008.Chief Quality & Customer Officer | head of – Quality and Customer Relationship – working as country quality director for products/services for all regions (all sales included), delivering exceptional customer experience to achieve the business development strategies.• Ensure products/services processes are aligned by ensuring elements of the standard have been implemented and documented as well.• Build local understanding of Customer Relationship Management CRM allowing structural modifications in competencies and behaviors.• Lead and drive after sales (all regions) to execute efficiently the Customer service strategies, Customer experience and Customer care activities. • Define operationnel procedures, Regular quality reportings, Internal audits management, Products quality controls, Customer complaints follow-up, QA programs• Ensure excellent execution of service to customers through an internal call-center (Hermes.net) with over 40 advisors trained on processing and following customer complaints, answering to customer expectations.• National claims management head through an efficient and effective communication strategy, Regular use of Mystery shopper findings, digital CRM, Consumer insights, Product strategy, Customer digital marketing plans, Shopper opportunities, Customer satisfaction CSI follow-up to improve the quality of services/products..• Managing resources, making adjustments to deliver business plans and drive services/products targets, thus make budget adjustments in response to market events and competitor movements, measuring the efficiency through KPIs.• Customer database qualification (35.000 units sold/year). • Voice of the customer within the internal management to secure a truly client vision/strategy Show less

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  FCA Fiat Chrysler Automobiles

  Jul 2017 - now

  Country Sales Manager | FCA Mopar | Jeep, Alfa Romeo, Fiat and Abarth

  Reporting to: Managing Director, FCA Business Center Morocco (Mopar) | MotorVillage Casablanca | EMEA Regional OfficeHead of Department – Commercial Services and Parts – managing the National Mopar Sales and Field Operations.Reporting directly to me: 7 Regional Managers (RTZ) leading Multiple-Sites across 16 dealers, all FCA brands included: Jeep, Alfa Romeo, Fiat, Abarth and Fiat Professional.MOPAR Service, Parts & Customer care is supporting Markets in performing actions below:BUSINESS RETENTION: • Parts: Logistics, Promotional Actions, Selective Retail Price repositioning, Minimum stock dotation, Magneti Marelli market share, Forfait offers (end customer oriented offers with an attractive and “all inclusive” price (Parts, labour, VAT) supported by a sell-out/sell-in action, Marketing plan, Additional Discounts (3-6 years old cars)• Accessories: Commercial/brand account, Special Serie, Carpet mat program• New Car Launches, Retail Network Development, Fleet & Business• Dealer Incentive Scheme: Qualification Criteria (CRM,Training requirements), Dealer Sales Incentive (Overall/Accessories Quarterly Bonus), Dealer Quality Incentive (NPS target achievement, Service Contract sales)CUSTOMER LOYALTY: • Digital Marketing: Digital Commercial Campaigns to stimulate customer needs, New MOC, tools/social media, Accessories Visibility • Communication & PR: Events participation (At least 500 permissions collected for each event, A minimum of 4 local brand events (one by quarter) sending reports to HQ. Indeed, PR activities (One press release each local commercial campaign Publish the press releases into the MOPAR EMEA PR website)• Customer Care: CSC to close 2nd Level cases (within 5 days) and the expected 3rd Level cases (within 8 days) WORKSHOP TRAFFIC OPTIMIZATION: • Service: NPS improvement, Productivity, WiAdvisor, Mobility Services, Mystery repairs• Repair Capability: Network Readiness, TESEO, Flying Doctor, Quality Champion, Warranty Show less

• 

  Freelance

  Oct 2017 - now

  Directeur Stratégie – Organisation, Qualité et Service Client, Senior Consultant

  Senior Consultant | Strategy – Organization, Quality and Customer ServiceGLOBAL STRATEGIES | World Affairs | Providing a basis for decisions : Policies, Economy, Energy, Technology, Intelligence, and Security/Defense-Strong People Management Experience-International/Government/Markets Strategies-Excellent Strategic Influence Communication Skills-Growth Needs Both Good Strategy And ExecutionSTRATEGY AND BUSINESS DEVELOPMENT:• Assist companies in communicating and implementing their Strategy internally and externally• Design and implement Market/Sales strategies, Alternative/New distribution channels, Consumer segments• Support Boards in managing strategic changes • Establish key strategic priorities and translating them into comprehensive Strategic Plan• Identify Cost, New growth and Corporate development opportunities• Ensuring Strategic Planning major projects reflect Organizational strategic prioritiesORGANIZATION:• Provide consultative services to manage and optimize companies business processes performance• Assist with reengineering methodologies, analysis, evaluation and assessment leading to make recommendations to design, implement Process improvement/modernization• Build Operational Excellence, Drive Continuous Improvement (Lean Six Sigma)• Identify Processes optimization, Update Business processes mapping• Drive best practices studies/benchmark for business transformations and processes management• Support Change management initiatives and anticipate impact on Processes, HR and Technologies• Review Job descriptions and Organizational structure• Initiate organizations to Digital transformation. Introduce new digital products/services. Improve Customer Experience Offline/Online (SocialMedia, MobileApp, eMail, WebSite)QUALITY AND CUSTOMER SERVICE:• Quality, Audit, HSE• Cost/Waste reduction, Innovation, CX, Network Strategy, Fleet,P&L and Budgeting, Risk & Asset management• MarCom, PR, Online sales, Product capabilities, e-CRM Show less