Rosemary Aguilar
Senior Manager, Field Service Quality and Training
Nortel Networks
Fields: Technical Training, Quality
Specialty: Technical Training
Nominated by: Ted Mitchell
Excerpt from nomination: "Rosemary heads the department responsible for ensuring that Nortel Networks' wireless products are installed efficiently and with a level of quality that meets or exceeds customers' expectations. She has taken the concept of 'auditor' out of the quality function, instead working proactively with the installation department to implement "Installation Quality = First Pass Customer Acceptance." Together, they engage the customer to define the standards needed to pass acceptance inspection. Together, they define the training needed for the installation forces needed to meet those standards. Then Rosemary oversees the development and delivery of that training, when and where needed.The quality department works with the installers on site to identify and correct deficiencies. The result: near 100% conformance at acceptance; no withholding of resources needed at other sites; faster billing; happier customers.
Rosemary also works closely
with installation to identify both product and process issues that hamper installation efficiency, spearheading actions with the design department, manufacturing, vendors, and others to make needed corrections. The result: nearly $3M in cost savings last year and another $10M in progress.Managing improvement projects in large companies can be very difficult because of the diversity of processes, tools, cultures, and geography. However, Rosemary continually demonstrates the courage, the drive, and the creativity needed to maintain Nortel Networks at the forefront of the telecommunications and internet solutions industry."
What was your first job and what did you learn from it?
My first job was [as] a junior high school mathematics teacher. I taught at this level for four years. During that time, I learned important skills like time and organization management. I also realized the importance of good interpersonal skills and teamwork. I also learned that to create the most effective learning environment for my students, I had to be flexible in my method of delivery, based on the knowledge I needed to transfer at the time. I also found I could be very creative in supplementing course material when required to ensure students understood the concepts I was presenting.
Who is your hero, mentor or person you most admire? Why?
There are many people who have been great mentors and have had a significant impact on my career. From each one, I have learned a new skill or a different way of approaching a situation. I am always looking for the opportunity to learn and there is no better [way] than learning from others and their true-life experiences. Each one has provided the next stepping-stone in the path to reaching my full potential in my career.
The two I most admire are my parents. They did not have an education but were very supportive and encouraged me to pursue my goals. My father taught my siblings and I about work ethic. He stressed upon us to always put forth our best effort in whatever we did. My mother passed on to us determination and perseverance. Their teachings provided me with a solid foundation that would later contribute to the successes I have experienced throughout my career.
What is your favorite book?
I have several favorites, but one I recently read and thoroughly enjoyed was "Who Moved My Cheese" by Spencer Johnson, M.D. I liked the book because it was quick and easy to read and relayed a strong message we can relate to in regards to dealing with change at home and in the work environment.
What advances in your field do you envision over the next 10 years?
I envision that over the next 10 years the technical training field will make great leaps in utilizing advanced technology to deliver training programs. The scope of the classroom is not limited to the instructor standing in front of a group of students. With technology today and moving into the future we will have the flexibility to provide learning opportunities at any time.
What do you consider to be your greatest accomplishment?
The transition into the corporate environment has been my greatest accomplishment. During the time I was teaching I never imagined that the fundamentals skills I learned would be so helpful in making a career change into this environment. My confidence has increased over the years due to the fact that I have made a difference in this fast-paced environment and industry.
I also consider it a great accomplishment to be able manage a balance between my family, which is my highest priority, and my career which I thoroughly enjoy.
What was your greatest challenge and what did you learn from it?
Completing my teaching certificate in computer science was my greatest challenge. I had to complete 24 hours in a very short period of time. This was not an easy task especially when I had a two-year-old daughter at home. I remember taking her with me to the computer lab on several occasions in order to complete my assignments. I was determined to complete the requirements since I new this knowledge would some day serve as a foundation for the path in the technical field I had set to pursue.
What strategies do you use to maintain balance in your life?
Don't lose site of your priorities and what you value. The demands of the family and career can be overwhelming at times, but I utilize time management tools to help me track and prioritize my responsibilities. I have also learned that the burden is not always directly on me to get things done. I have learned to delegate where appropriate. I also thank my husband for his support and help in creating that balance as well.
What advice would you give to young women who want to enter your field?
Set your goals and put forth your best effort in achieving them. Don't let lack of self-confidence stand in your way. This environment can be intimidating, but this is only a barrier we set for ourselves. Don't be afraid to make mistakes. They serve is a great opportunity to learn. Most importantly, add enthusiasm and fun in what you do. A positive attitude has a significant impact on your success.