Quality Management & Training

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QM&T Team

Laura Allan   Laura Allan BSc. (Hons.)  M.R.S.C.  

Quality assurance professional with over 9 years experience within blue chip companies, complemented by 4 years experience as Manufacturing Department Manager. Internal consultant on major change programmes. Delivered significant cost savings, through use of quality, business improvement and cultural change knowledge. Ability to adapt to a range of environments. Continually working to achieve the needs of the client whilst possessing strong people, interpersonal, influencing and project management skills.

Cultural Change
Researched, developed and implemented a pilot programme to change the culture within Boots Manufacturing. Key goal of creating an environment where all members of the team wanted and felt able to take part in quality and productivity improvements and where these improvements were sustainable. Facilitated workshops, training courses and presented extensively throughout the business. This programme has been adopted by the Group under the title ‘LEAN Behaviours’ and is being rolled out throughout the business.

Key Achievements

  • £5 million efficiency gains and cost reduction achieved. Quality Improvement team, tasked with improving quality, efficiency and reducing costs & waste, from the Manufacturing and Packing process.
  • Implemented Average Weight Control System. Set up and led a project team to review alternatives, decision to purchase, validate and implement the ‘Harford’ average weight system was taken.
  • 16% Increase in productivity and 50% reduction in bulk failures. Led and facilitated team.

Change Management

  • Managed merger and restructuring of 3 manufacturing departments, into one.
  • Project managed transfer of inventory, plant, equipment and skills, from manufacturing site in Airdrie to three other factories, in Nottingham, France & Germany. This involves 3500 product types, annual volume of 112 million and turnover of £85m.

Lean

  • 62% and 42% batch time improvements for 1000 Litre batches and 9000 Litre batches, respectively, saved on a single product range in Manufacturing Department.
  • 8.7% Increase in Line Efficiency, 14% Increase in Utilisation, 24% Increase in Effectiveness, 10% Reduction in human resources required to run line and 50% Saving on change over time.
  • 45% batch time improvements
  • 29% batch time improvements

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Mary-Clare Bushell  Mary-Clare Bushell PhD, MBA, BSc(Hons), MIPhys., CPhys.

Mary-Clare Bushell received a first class degree in Physics from the University of Surrey. This was followed by a PhD. and a period of scientific research as a Regional Health Authority Fellow. In 1988, she joined SMIS Ltd., a high technology electronics company which designed and manufactured instrumentation for medical research and for non-destructive testing. Whilst working for SMIS, she studied for an MBA with the Open University, this included modules on Manufacturing and the Management of Change.

For the last five years she was Operations Director and as such, was responsible for quality throughout the company. The role included: contract negotiations including proposal preparation, costing and pricing, control of the Projects Office, with responsibility for orders from receipt to customer acceptance, responsibility for the manufacturing process, including production, goods in, goods out, stores and stock control, support of the design and development of new innovative products, customer support from the initial enquiry stage through to after sales service and support.

Mary-Clare was directly involved in the introduction of ISO9000 systems and procedures within the company and for their on-going maintenance and review. The company was successfully awarded ISO9001 in 1996. She was the Quality Representative for the last four years and understands the benefits and the challenges that quality systems and procedures can offer a company.

In January 2000, Mary-Clare joined QM&T as a Consultant. 

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John W Charlton

John works for Quality Management and Training Ltd a Quality Assurance Consultant and Quality Manager. He is also studying for a BSc in Technology with Open University.

He has spent 14 years in the Electronics/Mechanics field working for Keeler Ltd an Ophthalmic Medical Instrument Manufacturing company supplying products world-wide, the last five years of which he was Quality Manager. His role of Quality Manager actively involved:

  • Control of many disciplines in manufacturing including Machining, Electronics assembly, Plastics, Optical components (lens manufacture) and finishing processes.
  • Obtaining and retaining ISO900 Accreditation from Department of Health to their Guide to Good Manufacturing Practices
  • Full involvement in the Introduction of Total Quality Management.
  • Support in the design and development of innovative products
  • Application of electro-mechanical standards to Keeler product and submission to approving authorities such as BSI, CSA, UL, TUV. In addition, responsible for safety of all factored products which, entailed liaison with overseas manufacturers and detailing modifications necessary to comply with relevant standards.
  • Experience in handling in excess of 2000 customers and 500 vendors - successfully achieved a reduction of vendor problems by 75% and customer complaints by 50%.


Total Quality and development of change included:

  • Creation of the structure for Total Quality Planning of product by critical path from marketing through design and production, to delivery to the satisfied customer.
  • Introduction of Quality Circles, including the introduction and development of communication links between production, design, Production Engineering and Quality Assurance.
  • Gaining acceptance of Value Engineering and Failure Modes and Effect Analysis as an essential design and development tool.
  • Laying the foundations for roving inspection and operator inspection.
  • Introduction of Statistical Process Control (SPC)
  • Introducing Scrap, rework and vendor control analysis.
  • Involvement in setting up a training department
  • Creation and implementation of detailed inspection procedures to cover all manufactured items.
  • Set-up of automatic updating of equipment calibration via external British Calibration Service approved company.

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Brian Cox   Bryan Cox - Metrology and Inspection Specialist

  Bryan has been involved in quality for the whole of his working life, either in terms of metrology, inspection , test, appraisal, quality control or quality assurance.

In the 1965 - 76 period he taught inspection techniques and lectured to management groups on advanced inspection technology (including computer aided surface texture, roundness control and M.Ms.).

Overlapping during this time he was also actively designing and consulting on gauging and fixturing equipment for post in process and in-cycle assessment.

Involvement in specified quality assurance of a vocational nature began ci 990 with C & G 228.3 course offering QA as a core subject. This was followed by inquiries from local industry for stand-alone qualifications in QA - C & G 7430 Pts 1 & 2 became the answer.  Further demand for CQI membership required the provision of the full range of CQI modules leading to associate membership. He was responsible for originating the teaching materials for courses and their organization.

The college is an affiliated company of the CQI and he is the academic representative. Responsible for creating a TQM module - preparing the syllabus and examination - successfully accepted by the CQI.

He also lectures to BSc. undergraduates on quality assurance.

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John Dedman  John Dedman - Six Sigma Specialist

John has been involved with industry for 33 years, in the arena of quality management and continual improvement. He has a Master of Science degree in Quality Management and Statistics; he is a Fellow of the Chartered Quality Institute (FCQI); a Senior Member of the American Society for Quality (MASQ); a Certified Quality Engineer (CQE); and a Certified Six Sigma Black Belt (CSSBB). For the past 13 years, John has been delivering training and consultancy services, and has assisted a large number of organisations ranging from SMEs to multi-national groups.

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Janet Godolphin   Janet Godolphin PhD, BSc (Hons) - Statistics & Experimental Design Specialist

Janet Godolphin received a first class honours degree in Mathematics from the University of London and she subsequently gained a PhD in Statistics, also from the University of London. In 1987 she joined GEC Hirst Research Centre, where she was one of a specialist team working on structural planning and variable determination for designed experiments optimising the reliability and performance of semi-conductors. She acted for ten years as consultant and advisor to industrial practitioners on a variety of design problems in the engineering and pharmaceutical industries and she recently collaborated on designs for microarray experiments with GlaxoSmithKline. She has published applied and methodological papers on experimental design, specialising in connectivity properties of selected designs, and she has given presentations at several international conferences organised by the Royal Statistical Society and the International Biometrics Society. She is currently a Lecturer in Statistics at the University of Surrey.

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Denise Grant   Denise Grant BA AMIM

Considerable experience in implementing and assessing ISO9000 system. 

  • Involved with various Quality Initiatives including;
    • Suggestion Schemes
    • Business Process Analysis
    • Quality improvement Schemes

Quality Manager for a number of companies including: Software House, Manufacturing Company, Large Multinational Instrument Service organisation, etc.

Experience trainer including; Internal Audit  (IRCA) course and Chartered Quality Institute examinations.

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nigel gregson   Nigel B Gregson

With over 30 years experience within the Engineering Manufacturing Sector though various types of positions in a range of different product types, i.e. from the manufacture of Electrical distribution equipment, the production and bottling of alcohol products, the design and manufacture of components for the Agricultural & construction Equipment manufacturers, to the base and line aircraft maintenance. Following a Mechanical Apprenticeship, job roles such as Machine Setter, Charge Hand, Quality Control Inspector, Production Controller, Product Supply Technician, Draughtsman, Technical Sales co-ordinator, Engineering Manager, Quality Manager, and as an Assessor for Certification Bodies. The last 12 years have been involved within the Quality Assurance remit initial with ISO 9002:1994 to ISO 9001:2000 and AS/EN 9100, successfully implementing systems within Company’s. As a registered IRCA Lead Aerospace Auditor he has carried out many assessments of Companies both throughout Europe and the USA.

Work Experience has:

  • Practical experience of putting systems into place to meet ISO 9001:2000 and AS/EN 9100 standards, as well as EASA /CAA approvals Part 21 sub part G & J. Part 145. Part 147.
  • A sound working knowledge of Aerospace Approvals Part 21, Part 145, Part 147 (New EASA Standards) as well a JAR OPS Sub part M. together with regular interaction with the CAA.
  • A good knowledge of the assessment process to ISO 9001:2000 & AS/EN 9100 through direct involvement with a number predominate Certification Bodies.
  • An experienced lead Auditor having carried out a number third party companies throughout the world.

SIC/EAC Codes

  • Mechanical Engineering
  • Aerospace
  • Printing / packaging
  • Food Sector

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Rob Hitchcock   Rob Hitchcock  BA (Hons.) MCQI

Rob is an experienced consultant in the IT industry.  His career started in the UK government sector working across a number of different governmental agencies including social security, health, social services and inland revenue.   Rob then transferred to private industry where he applied his skills within IT services, insurance services and the retail sector.

Rob is quick to build on organisational strengths, identify risks and advise on weaknesses, making clear recommendations for improving performance and competitiveness.

Competencies
Rob is experienced in the following:

  • Introducing project management frameworks, including PRINCE
  • Establishing quality management systems using ISO 9000, CMM, BS 15000 standards and ITIL
  • Conducting audits and reviews of key programmes and projects, using a risk-based approach
  • Presenting recommendations on preparation for 3rd party audits and external assessments
  • Risk management
  • Customer satisfaction measurement and improvement
  • Process improvement
  • Quality manual preparation, in line with business processes
  • Quality planning, quality assurance and quality control processes
  • System development life cycles
  • Reviewing service management functions
  • Advice on outsourcing
  • Information security management and data protection, including ISO17799/BS7799.

Achievements
Examples include:

  • Managing improvements to the IT capability maturity of AXA PPP Healthcare.
  • Significant reviews and audits carried out on key projects and programmes (including SAP). Identifying good practice, recommending areas for improvement, ensure actions delivered.
  • Bid quality manager for a successful major supplier to the NHS IT programme, and a selected bidder to the lorry road-user charging scheme.

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Derek Irving BA CEngMIEE MIMgt MCQI

Current Activities:

  • Software Quality Assurance consultant and active Lead TickIT Auditor contracting to DNVQA. PERA registered, active in DTI consultancy scheme.
  • Member of BSI TickIT committee, BSFD/9/1, representing the IEE. This is responsible for monitoring, promoting and developing the TickIT initiative.
  • Involved in development of SPICE software development quality standard.

Previous Activities:

  • Software structured design using Yourdon, Ward/Mellor and Hatley/Pirbhai methods for development of real time systems.
  • Providing courses on the ESL simulation language developed by Salford University and the European Space Agency.
  • Chairman of COGSYS Club Technical Sub-Committee. This was a joint venture to develop a real time expert system, financed by 35 industrial UK and European companies. This involved organising and chairing technical meetings over the three year development period, coordinating activities, auditing the contractors (SD-Scicon) and accepting the final product. COGSYS has now been formed into a company jointly supported by British Gas, SD-Scicon and Salford University Business Enterprises.
  • Developing and installing electrical and process standards for H J Heinz and Nabisco foods. These standard provided for company wide implementation of installation, design, software and maintenance standards which were intended principally for external contractors to implement.
  • Various consultancy and project management work involving process control and related issues for Cyanamid UK, Whitbread, Metal Box, Baxter Healthcare and Four Square.
  • Electrical contracting work for Mars Confectionery, Slough. This involved the design, installation and commissioning of various process systems.

 

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Mick Jennings   Mick Jennings

An award-winning leader, who constantly delivers profitable, global software services.

A highly experienced, customer focused Operations and Programme Director, with more than 15 years’ senior-level expertise in software and financial sectors. Possesses an outstanding ability to understand changing customer needs, and translate them into profitable services.

Uses his energetic management style to successfully lead and motivate team members. Skilled at collaborating effectively with partners, and suppliers. He has significant programme and change management knowledge, having recently overseen the operational integration of two takeovers within in three years. Provides significant strategic input to business direction.

Regularly exceeded targets and SLAs set across regions (USA, Europe, Middle East, Africa and Asia Pacific). Has a passion for continuous quality improvement and cost control, through the application of industry best practices, ITiL, Six Sigma and Root Cause methodologies.

Recognised by a partner as “…one of the most capable operational managers I have ever had the pleasure of working with” and by a client as “… a go-to man who gets things done”

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Alice Lennie   Alice Lennie CIPD

Alice is a Chartered member of the Institute of Personnel Development.  Alice's experience has been in the retail and financial service sectors as well as in distribution and logistics. During fifteen years with what is now Lloyds TSB she gained experience in the financial and customer service sectors at retail outlet level within the branch network, and at a functional level within the Marketing and Staff Training departments. During that time she gained the Chartered Institute of Bankers Qualification.

She then spent two years in charge of staff training for the whole of Scotland delivering and writing technical and 'soft' skill courses. During this time she gained associate Membership of the Chartered Institute of Personnel Development. She then moved to London taking up the post of Commercial Banking Manager at the Ealing Branch of Lloyds TSB.

Moving on she joined Nikon UK, a subsidiary of the Nikon Corporation, the optical company best known for their photographic products and scientific instruments. She formed part of the management team within the Scientific Instruments division and was involved in project work including a Quality project, set up in preparation for attaining the BVQI and ISO 9000 Quality Standards.

She was also part of a European project group, which examined the logistical requirements of the Nikon European subsidiaries, with the objective of standardising business practices and procedures within Europe prior to implementing new logistics software. Before 'going live' with the new software she assisted in developing the Training Material and then delivered presentations to the end-users before taking part on 'hands-on' training and subsequent support during the initial implementation phase.  

Other project work at Nikon included Setting up a Disaster Recovery/Business Continuity Programme and a Best Business Practice Procedure manual.

She now specialises in designing and delivering 'soft' skills training courses.

The courses that Alice specialises in can be taken from her standard template or tailor-made to organisations specific needs.

 

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John Lewis   John Lewis LL.B, M.A.

John Lewis is a Senior Lecturer in Law and a Tutor with the Open University.

He is also an author and external verifier for the Institute of Legal Executives.  His publications include:

  • Quality Assurance and the Law
  • Crown Immunity and the NHS
  • Law and Risk Management
  • European Facilities Management & the Law

With QM&T he has been instrumental in handing numerous Quality Assurance assignment, specifically where particularly sensitive and complex legal issues are involved.   Food Industry, NHS, Manufacturing, Software, etc. 

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Vic Parry   Vic Parry

Vic’s career background is in the banking sector. For 19 years he worked for Girobank plc. 6 of those years he spent in Operations Management where he was responsible for the reconciliation of all monetary transactions and the security of high value cash cheques throughout processing and final reconciliation. For a further six years Vic was one of a team of Training Managers responsible for the development and delivery of management training courses. During this time Vic designed, developed and delivered a Bank-wide Total Quality Management initiative. This training seminar, which lasted one full day, was delivered to over 7000 people in the organisation. This particular project won a National Training Award for the bank. There then followed 4 years as a Special Projects Manager responsible for: BS 5750 part 2 (BS EN ISO 9002) implementation in several directorates throughout the bank.. Girobank was one of the first banks in the world to gain formal registration to the Quality Management System Standard.

Vic then joined the British Standards Institution and spent 8 years as an International Trainer. Vic delivered courses in the United Kingdom, Japan, Hong Kong, Singapore, Korea, Taiwan, United Arab Emirates, Greece, Germany, Italy, Austria, Latvia, Holland, Malta, Iceland, Spain, Slovenia and North America. (In over 40 states) and worked through several passports in the process! In 1999 Vic started delivering the training for BS 7799 part 2 the Information Security Management System Standard. Vic travelled the world extensively delivering this training. Vic continues to develop a strong relationship with Quality Management & Training Limited and is well known for his enthusiastic training style.

 

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Richard Robinson   Richard Robinson BA, Lead Assessor

Richard Robinson received a first class degree in Psychology and Sociology from Leeds University in 1979. After a brief period of scientific research, he joined a small software house and then joined Racal Avionics as Head of Software Quality. During this period, he was extensively involved in the development of international software quality standards.

On leaving Racal he joined Rex, Thompson and Partners, a respected consultancy specialising in safety and security, where he served as Senior Consultant and Quality Manager. Among the clients for whom he provided ISO 9000-related services were British Steel, ICI, the Civil Aviation Authority and Andersen Consulting, whom he joined as Quality Manager.

At Andersen Consulting, the world's foremost management consultancy, he operated as world-wide expert on ISO 9000, travelling throughout Europe, East Asia, the USA and South Africa to support local ISO 9000 registration projects. During this period he also provided extensive support to Andersen Consulting clients around the world. He also served as the main quality management specialist on Andersen Consulting's world-wide quality strategy team.

  • Since leaving Andersen Consulting, he has managed or played a leading role in many key quality projects:
    • World Bank ISO 9000 registration projects in Poland.
    • World-wide product standards project for Courtaulds.
    • Continuing support to Andersen Consulting's world-wide ISO 9000 programme.
    • Pre-ISO 9000 registration auditing and training for the UK Ministry of Defence's Defence Research Agency.
    • Validating major software models for the UK Ministry of Defence's Centre for Defence Analysis.
    • Published reports on software procurement.
    • Business strategy and comprehensive computer systems development for a leading London legal practice.
    • Training programmes for the London Quality Centre on management strategy, advanced management skills and software quality improvement.

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Edda Saunders   Edda Saunders BSc (Hons)

Edda Saunders gained her degree in Microbiology in 1978 from the University of Surrey.  On successful completion of her degree, Edda joined a major toy manufacturing company managing quality and the retail outlets.  It was in this role that Edda gained her business and QA experience and was instrumental in the success of the retail venture.  Building on this experience Edda identified a niche market for the provision of business support to local companies and created Guildford Business Services (GBS).

For the last ten years, Edda has worked with Quality Management & Training and has been appointed Director and Business Manager.  Her work has been instrumental in increasing the turnover of the company year on year in making QM&T become a major player specifically in the distance learning field.  Edda’s responsibilities include maintaining company growth, providing student support, the quality management processes at QM&T, regularly identifying and implementing continuous improvement initiatives within the company, and maintaining close customer/client contact.  Edda also undertakes all the marketing and financial management of the business. 

Edda has also contributed towards the development of the distance learning packages for the CQI Diploma and Certificate.  In particular she has written the D7 - IT and Quality Management textbook and module and has compiled and edited the distance learning workbooks for all the other modules including the new CQI Certificate in Quality Assurance. 

Additionally, she compiles and edits a monthly quality newsletter that is circulated to a large number of quality professionals and organisations including an international certification body.

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Fred Tickle   Fred Tickle BA CEng MIMechE MIEE MCQI

Fred Tickle is a Chartered Engineer with Membership of the Institution of Mechanical Engineers, the Institution of Production Engineers and the Chartered Quality Institute. He has a Degree in Behavioural Sciences. After an engineering apprenticeship with Rubery Owen Ltd became a Design Engineer for the Atomic Energy Authority designing plant for nuclear fuel production and radioactive waste disposal. He is a Lead Assessor.

After teacher training he became a college lecturer developing courses in Statistical Process Control and Quality Assurance. He has carried out a large number of training needs analyses and in-company training programmes for companies including: Ronsons, Ferranti, Solartron, Vokes, Martonair, Atomic Energy Harwell, REME, Royal Navy, British Aerospace, Hotpoint and many smaller companies.

The type of training ranges from supervisory and management attitude orientation seminars to complete programmes of personnel training at all levels. The specialisms encompass such subjects as Quality Auditing, Quality Circles, Quality of Design, Statistical Process Control, Sampling Inspection, BS5750/ISO 9000 & AQAPS, and Computer Aided Quality.

In some instances training programmes have spanned a number of years and have included the compilation of distance learning and training guides.

Consultancy in Quality Assurance has included the installation of Quality Assurance Systems for the Egyptian Army, Hotpoint and a number of small companies. A typical service provided to companies has been to carry out a quality audit against BS5750 or AQAPS followed by the design and implementation of an appropriate programme to introduce the necessary adaptations required to gain approval to these standards. This has included the design of systems, compilation of procedures, Quality Manuals and Quality Plans, or tutoring company personnel to compile their own.

Fred Tickle was until recently Joint Head of the Quality Unit at Guildford College of Technology which has gained an international reputation for training and consultancy in the field of Quality Assurance. He is currently Associate Lecturer in TQM at Surrey University. He is also on the BSI committee for ISO 9000, QMS 2.

Fred is also author of a number of books on Quality Assurance

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Geoff in QMT office  Geoff Vorley MSc MCQI

Geoff is CEO of Quality Management & Training Limited and Quality Management & Training (Publications) Limited.

He served an apprenticeship with Rolls Royce (Aero Engine Division] Derby. His MSc was gained from the Cranfield Institute of Technology in Production Technology.  At 23 he left Rolls Royce to join Lucas as a Methods Engineer to plan their assembly shop and to develop a computer system to automatically test diesel fuel injection equipment.  In 1975 he was promoted to General Foreman in charge of the Standards Room. Subsequent appointments within the organisation led to Geoff becoming Quality Manager responsible for four factories and some 500 personnel. In September 1984 he brought this experience to Guildford College in his new role of Principal Lecturer specialising in the organisation of quality related courses. 

Geoff's consultancy contracts have been many and varied, including:

  • Successfully introduced Quality Management Systems to meet the requirements of ISO9001, Guide to Good Manufacturing Practice, BS5882, AQAP for construction, software, manufacturing, electronics industries (never failing to gain approval for each client first time around)
  • Instrumental in introducing Project Management Quality Assurance Procedures into the World's Largest Project Management/Quantity Surveying Organisation
  • Provide the Project Quality Assurance aspects on numerous major projects costing approximately £10M (including software) and turnkey installations.
  • Advising companies on their approach to and help implement Quality Improvement and Total Quality Management programmes.
  • Introduced Quality Circles into UK based Japanese companies
  • Quality Manager for Hospitals, Software Houses, Engineering Companies, Nikon, etc.
  • Lead Assessor for a number of Certification Bodies including BSI and assesses and audits organisations against the requirements of:
    • ISO 9001 Quality Management Systems
    • OHSAS 18001 & BS 8800 Occupational health and safety management systems
    • BS 15000 IT service management systems
    • BS 7799 Information security management systems
    • ISO 14001 Environmental management systems

Geoff is an examiner for the Chart

ered Quality Institute Diploma and associate Lecturer at Surrey University.  He was on the committee that helped write ISO 9000 and has written numerous articles on quality assurance and health & safety.

He is the author of a number of internationally recognised text books and distance learning packages, including the Quality Management series, CQI Diploma textbooks and modules.

 

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Paul Wagstaff

Paul has been involved in many material and failure investigations and assignments including:

  • Failure Analysis of components and structures.
  • Selection and specification of materials, processes and test
  • Methods for all materials including composites.
  • Materials Testing.
  • Stress analysis including finite element analysis.
  • General design consultancy.
  • Company vetting.

Paul also runs courses on Aircraft Maintenance Engineering and Logistics for the Civil and Military Sectors in the UK and Europe and has recently completed four courses for Russian enterprises in the Space and Aero sector.

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Gerry WestmacottGerry Westmacott BSc ARCS MCQI IRCA Lead Assessor

Gerry gained his BSc in Physics at Imperial College and spent most of the next 12 years as an engineer with EMI Systems and Weapons Division and Safety Engineering Manager with Rank Xerox Engineering, the latter being renowned for its Quality Award successes.

The Rank Xerox role involved running training and compliance workshops in Japan, USA, Germany and the UK. Gerry was also part of the Rank Xerox team tasked with understanding Japanese processes with a view to gaining best practice in engineering.

Since 1984 he has held quality and marketing positions with Inmac computer accessories, Action Computer Supplies and Det Norske Veritas. From late '92 to mid '94 he ran the services sector of the DNV QA ISO9000 certification business, having moved from the consulting side of the business. Clients included Coopers & Lybrand, Nat West Bank and smaller operations.

Though breaking away from DNV in mid '94 and subsequently joining QM&T as an associate, Gerry continues to undertake Certification Audits on behalf of DNV, notably management consultancies and service sector business for which he has acknowledged expertise.

  • Most recent projects include:
    • Tailoring and delivery of ISO9000 coaching programme for a Bank
    • Quality systems training & consulting in Indonesia
    • Pre- and post-ISO 9000 training for UK Ministry of Defence agencies
    • Post-ISO9000 development workshops for a computer company
    • Business Process Re-design for an insurance broker
    • Implementation of ISO9001 system in a 400-strong office-based business

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