Andy ClarkAndy is a senior-level Quality Management/Process Improvement/Project Management professional with experience leading and supporting organizational change. He is the Chief Process Architect at Syracuse University. His experience, beginning in 1980, spans the educational, consulting, financial, telecommunication, utility, hospital, pharmaceutical, medical device and defense industries.
In his role at Syracuse University, the department he leads is charged with helping change the organizational culture across the University. In this position, Andy and his colleagues interact with faculty, staff and students across the organization; they provide both process improvement and project management consultative services to the University community. Those interactions require highly developed negotiation, conflict management, problem-solving and communications skills.
Prior to joining Syracuse University, Andy helped lead the definition of new corporate organizational structure and supporting business systems at both NCR and Cotelligent. His group defined the strategic direction, and developed and implemented the plan for these corporate transformations. This plan included developing asscociates' capabilities to fulfill the corporate mission and vision.
His ability as a problem solver has proven invaluable in identifying and implementing efficient and effective business solutions. While a Senior Systems Analyst/Ergonomist with BFR Systems, Andy re-conceptualized the workflow of system users to clarify and simplify project development for an international product of a major medical device company. Other work as a systems analyst for Bell Laboratories and GE led to an early focus on customers and how to satisfy their requirements.
Ultimately Andy benchmarked, developed and deployed Cotelligent’s first corporate-wide measurement of customer satisfaction. This survey helped identify what was important to Cotelligent’s clients and how satisfied or dissatisfied they were with Cotelligent’s service. Andy developed reports of the information collected and provided them to senior management to improve the business.
In addition to his change leadership, Andy is an experienced corporate assessor using various business improvement frameworks and quality standards. He has performed system analyses and third party audits of clients’ business processes and methodologies by assessing compliance to many standards ISO 9000, Capability Maturity Model (CMM), FDA Quality System Requirements (QSR), Institute of Electronic and Electrical Engineers (IEEE), American Association of Blood Banks (AABB), and Malcomb Baldrige National Quality Award (MBNQA). The action plans he developed following assessments have helped clients obtain certification to an industry standard and/or continue on-going improvement.
Andy received his Bachelor of Science degree in Mathematics and Computer Science, Psychology and Sociology from Clarkson University. He was selected by Bell Laboratories to attend Tufts University where he completed their two and one-half year Master of Science program in 11 months. Additionally, he received an Executive Masters in Public Administration degree and two Certificates of Advanced Studies in Information Technology Policy & Management, and Problem Analysis & Resolution of Conflict from the Maxwell School of Syracuse University. In an effort to continuously improve his background, some of the continuing educational courses he has taken include: Project Management, Capability Maturity Model, Communicating Technical Information, Technical Organization Interviewing, Training for Corporate Coaches, Self-directed Work Teams and Customer Satisfaction Measurement. Andy is a senior member of the American Society for Quality (ASQ) and an ASQ Certified Quality Manager, Certified Quality Auditor and Registrar Accreditation Board (RAB) Quality Management System (ISO 9000) Auditor. The Board of Certification in Professional Ergonomics also certifies Andy as a professional ergonomist.