Advisory Board Member Profile
Total Quality Manager
Areas of Expertise
Customer Experience Strategy, Your Customers, Their Journey, Customer First Culture, Principles of Customer Relationship Building, Accelerate & Improve Decisions with Data, Customer Experience in your Organization-Navigating Politics of Change
Phyllis is the Total Quality Control Manager for Pentel of America, a Japanese writing instrument manufacture that supplies quality products for over 70 years worldwide. She has a BS in Chemistry and a MS in Food Science. With over 10 years’ experience in consumer product industry, Phyllis ensures total product compliance according to FDA, EPA and CPSC guidelines.
Phyllis is also responsible for Consumer Quality Assurance and Warranty Service for products distributed by Pentel of America. Each product is backed with a Lifetime warranty against defects in materials and workmanship. She communicates TQC activities to global Pentel factories and coordinates implementation of Quality Circle activities in the US and Mexico factory. She monitors and utilizes Voice of Customer from the US market and communicates to Japan HQ for Continual Product Improvement via statistical analysis.
Phyllis is a proud member of American Society for Quality and has obtained Certified Quality Auditor (CQA), Certified Manager of Quality/Organizational Excellence (CMQ/OE) and Certified Six Sigma Black Belt (CSBBB). She is passionate in continuous improvement activities and organizes domestic and international QC Circle conferences for Pentel of America. She also actively participates in activities promoting Art Education and Art Material Safety and serves on the board of directors for The Art and Creative Materials Institute and The council for Art Education.