ROBERT A. DUFRESNE
39 Laurel Woods Drive | Townsend, MA 01474 | (978) 597 -3269 | Duflaurelwoods@comcast.net
SUPPLY CHAIN & OPERATIONS MANAGEMENT
Analytical, seasoned, and diversified operations manager with an impressive track record of accomplishments and
success in leading cross-functional improvement teams in achieving revenue, cost, productivity, and delivery goals
that impact corporate growth within the hardware and software manufacturing industry. Demonstrated ability to
leverage deep knowledge and understanding of the Lean enterprise philosophy, ISO9001:2008, and Six Sigma
methodologies with expertise in implementing measurable and actionable operational strategies that drive
productivity and overall performance excellence. Exceptional communication skills with the ability to work with
diverse groups while inspiring confidence at all levels.
SUMMARY OF QUALIFICATIONS
SUPPLY CHAIN MANAGEMENT | OPERATIONS MANAGEMENT | ISO9001:2008 | SIX SIGMA
SAP | CHANGE MANAGEMENT | LEAN MANUFACTURING | KAIZEN EVENTS
PROJECT MANAGEMENT | BUDGET MANAGEMENT | COST CONTROL | CAPACITY PLANNING
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Key strengths in improving workplace organization, eliminating waste, improving quality, increasing
customer satisfaction while developing top-performing and successful teams.
Effective leader and coach with a thorough knowledge and understanding of lean leadership, ISO9001:2008
compliance, development of human resources, and applied problem solving methodologies vital to the
success of a Lean Enterprise culture.
Highly disciplined and resourceful team leader with the exceptional capacity to multitask in a fast-paced
environment, manage competing priorities with ease, while achieving organizational and customer
objectives.
PROFESSIONAL EXPERIENCE
HEWLETT-PACKARD CORPORATION, Andover, MA | 1973-October 2011.
Operating in more than 170 countries, HP offers a complete technology product portfolio that includes infrastructure and business
offerings as well as a wide range of consumer products and services.
Operations Manager II - Enterprise Services / SPS Operations (2009-October 2011)
Provide operational leadership and direction in the management of production, shop floor control, quality/TCE,
demand print, and media replication groups and operations, responsible for managing a workforce of fourteen and a
budget of $800K. Staff team leader for the deployment of all major operational and business initiatives pertaining to
training and development, strategic planning and metric reporting, and business continuity planning.
 Led the successful ISO9001:2008 internal/external certification and deployment of an annual customer
loyalty survey program. ISO Internal Assessment Team Leader for annual business-wide assessments.
 Key member of GSSC SAP worldwide project team and worldwide team leader for the successful
implementation of an SAP production planning module; defining application functionality requirements to
support all SPS operations.
 Certified Black Belt and Green Belt leader; Kaizen and Lean Sigma team leader.
 Staff Program leader for our QFlex Contingent Worker Program operating with 300+ employees assigned
throughout various HP organizations.
Operations Manager II - Global Software Supply Business (1998-2009)
Directly responsible for managing the strategic and day-to-day operations of the Americas’ production and shop
floor control, quality, demand print, and media replication groups with global responsibility for SAP production
planning and quality/total customer experience teams. Additional staff responsibilities included performing a key
leadership role in managing the organization’s Employee Engagement Initiatives, Strategic Planning, Continuous
Improvement, Training, Learning and Development, and Just-in-Time People programs.
ROBERT A. DUFRESNE
(978) 597-3269 | Duflaurelwoods@comcast.net
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Operations Manager continued….
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Saved $8.5K in operating costs by leading the consolidation of individual NSAI ISO certificate processes
into the HP Corporate ISO BSI certificate process.
Recognized for the exceptional leadership of a staff of 35, directing staff of the PSC/SFC and DP/Media
production groups to meet or exceed all operational goals in the areas of customer satisfaction, operational
excellence, and employee and financial performance.
Co-champion of numerous business recognition initiatives including the Lean Manufacturing Award, the
Granite State Quality Award, Compaq Business Excellence Award, Malcolm Baldrige National Quality
Award, and the Industry Week Best Plants Award.
Site coordinator and lead faculty member for the successful deployment of the Technical Support Group’s
“Strategy in Action” initiative for the Nashua, NH site.
Achieved outstanding customer loyalty, business continuity plan, and ISO 9001:2008 certification audit
scores.
Order Management & Prod/Ctrl Manager - Americas’ Software Business (1989-1998)
Led and managed order management and production control staff and functions with responsibility for the
performance and productivity of a team of twenty engaged in all phases of the order management process including
order entry, call center inquiry, database management, order expediting and scheduling, and material requirement
planning. Business team leader for the Order Management Continuous Improvement team responsible for
improving performance results across all functional areas while meeting or exceeding operational performance
metrics.
 Led the successful implementation of the Business order Management System and the Maxcim Inventory
System.
Americas’ Business Site-Champion for Kaizen Events (1996-1998)
College Hire & Development Program Leader (1992-1998)
Inventory Control Manager - Computer Systems Manufacturing Group (1984-1989)
Options Supervisor - Cross-Products Group (1980-1984)
Stockroom Work Coordinator - Cross-Products Group (1975-1980)
Power Supply Coordinator - Cross-Products Group (1973-1975)
EDUCATION & PROFESSIONAL DEVELOPMENT
LESLEY UNIVERSITY, Cambridge, MA
Bachelor of Science, Business Management
MOUNT WACHUSETT COMMUNITY COLLEGE, Gardner, MA
Associate of Science, Business Administration
PROFESSIONAL DEVELOPMENT
Malcolm Baldrige National Quality Award Examiner | Granite State Quality Council Examiner
HP Black Belt Quality Certification | Green Belt Certification, Coach and Facilitator
Duke University Strategic Leadership in Action | MA Excellence - Panel of Judges
APICS - JIT Inventory | ISO Certified Assessor