North East Quality Council (NEQC) | NEQC CONFERENCE

James O. Pearson Vice President Customer Quality/Six Sigma EMC Corporation
Oct 18, 2006 - Key Note Speaker
"Six Sigma Drives the Way We Work"

Biography:

A customer-first orientation has always defined EMC’s culture – to our employees this translates to a relentless focus on our customers’ needs. It is our goal to become not only the IT industry’s best provider of information management products and solutions, but to become the best in everything we do that touches our customers. A couple of years ago, in typical EMC fashion, we decided to raise the bar on our performance and delivery to EMC customers through the Total Customer Experience (TCE).

Our global TCE initiative is embraced at the highest levels of EMC. The endorsement and support of our senior executives conveys to all EMC employees this company wide commitment to consistently exceed our customers’ expectations for quality, service, innovation, and interaction. It is embraced by our employees who are driving this effort from every corner of EMC.

We have made tremendous progress throughout our company embracing TCE. The most important aspect of our initiative is the significance we place on the “voice of the customer.” The “voice of the customer” informs everything we do and every interaction we have with customers.

We are striving to provide the best TCE in the industry – and Six Sigma is how we are going to get there. We are using Six Sigma, a framework for instilling discipline, consistency, and predictability into our work, to improve our business processes and measure how well we are doing from the perspective of our customers.

Six Sigma enables our TCE initiative. It is quickly becoming a driving force within EMC and is being seen as “the way we work.” This presentation will show how EMC uses Lean Sigma techniques and a rigorous problem-solving methodology to drive sustainable processes, measurements, and rewards that are bringing significant impact to our customers and EMC.

James O. Pearson is the Vice President of Customer Quality and Six Sigma at EMC Corporation, the world’s technology and market leader in intelligent enterprise storage systems, software, networks, and services. In this role, he is responsible for developing and implementing product and process Quality metrics, managing the Total Quality Management System and implementing Six Sigma throughout EMC. Prior to this role, Jim was the Vice President of Enterprise Alliances focusing on developing partnerships with major software companies. Jim has also held senior positions in Customer Service and Manufacturing throughout his twelve year career at EMC.

Pearson has over 25 years of industry experience. His previous work experience includes technical roles at AT&T and as a Management Consultant for Coopers&Lybrand.

He has been involved in various community and professional activities including fund raising for the YMCA and the American Diabetes Association (ADA). He has also served on the Holliston Planning Board (1997-1999). He currently serves as the Executive Sponsor for the University of Massachusetts relationship with EMC.

Born in Boston, Massachusetts, Pearson graduated from University of Massachusetts, Amherst with a B.S. Mechanical Engineering degree in 1978. He received a M.S. Mechanical Engineering degree in 1982 from Northeastern University. He has also attended Executive Training Programs at Louisiana State University and Babson.

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