Charles Kendig

Provide consulting services to public and private institutions that are seeking to implement quality and customer satisfaction initiatives at the highest levels, cascading training and empowerment to enhance the customer experience throughout their organizations. I have spent the past two years learning more about social injustice in the United States and encouraging school boards and local governments to share best practices and require more education of people in leadership positions

A champion that represents the voice of the customer Focused executive--Oracle leader that represented 55 major accounts Utilized all Oracle channels to turn customers into brand advocates Customer satisfaction data analyzed and recommendations developed to drive revenues up and dissatisfaction levels down.--Top 10, Net Promoter, Ease of Doing Business, etc. User group leadership--recognized by customers with the Oracle Ambassador Award 2008 and 2010 Fostered Net Promoter at Oracle--helped management to understand how to peel the customer satisfaction onion . Workload planning and analysis--helped teams learn how to do more with less. Interface with Support, Development, Sales, and Legal--team affiliation with customers Majority of time was spent serving public sector accounts Acquisitions--over 100 of them--onboarding of employees and customers--PeopleSoft example for discussion. Cost of Quality--teaching and implementing--cost of conformance, non-conformance, and lost opportunities--QUALITY CAN BE FREE. Customer Satisfaction/Quality training--3,500 employees at Oracle Drove positive organizational change--had a seat at the management table representing customers and the employees who served them. Project management--plan, use, teach, and inspect. Problem solving and quality improvement process--recycle as needed. Shared Malcolm Baldrige National Quality Award (Xerox) experiences--lessons learned within Oracle and developed a quality/customer satisfaction network. Legal/customer resolution initiative for both commercial/public sector businesses--avoided over $15M in legal costs for the company Administration of Oracle President's Customer Satisfaction Award Administration of Oracle Public Sector Leadership Award--Principles and Values--350 winners over 12 years--peer nominations

I was a proud member of the team that developed the long-term business plan at Xerox that implemented its quality strategy-- Leadership Through Quality. The principles of quality were the foundation of the plan that included: Introduction, annual strategic goals, standards and measurements, recognition and reward, communications, training, organization structure and roles, implementation, resource requirements--financial implications, and senior management behaviors. .As a result of this effort, Xerox won the United States Malcolm Baldrige National Quality Award in 1989 and moved forward to improve those areas requiring focus and spreading the information to others where there was interest.

Loaned executive to the following organizations: University of Maryland President's Office (Kirwan), James Madison University President's Office (Carrier), Secretary of Interior's Office (Lujuan), and the Office of the Postmaster General's Office (Dunlap) during 1990--communicating the concepts of quality and customer satisfaction, as practiced in the private sector, to institutions of higher education and the federal government.

My early career at Xerox early career began as a credit manager, followed by branch/region controllerships and culminating as quality officer for Oracle's Systems Integration team. I also acted as a Malcolm Baldrige Quality Award examiner with the State of Maryland, representing the University of Maryland, as well as Senators Paul Sarbanes and Barbara Mikulski,, where I developed the Maryland State Quality Award with the University of Maryland Center for Quality and Productivity.

Accumulated credits earned previously from Hershey Junior College, Pennsylvania State University, and Temple University and completed requirements that led to the award of both undergraduate and graduate degrees.