Deniz Beğen

As the Deputy General Manager of Customer Services and Quality at Vestel, I lead a large-scale, multifaceted service ecosystem across Türkiye and the Turkic Republics, encompassing Field Service Operations, Spare Parts Management, Call Center Operations, Technical Development, Training, and Audit Units.

I focus on building a future-ready service organization by combining operational excellence with data-driven decision-making, AI-powered systems, and human-centric experience design.

Key Responsibilities & Achievements:

• Leading a multidisciplinary organization that serves millions of customers annually
• Designing and executing strategic initiatives to enable global scalability of service operations
• Managing the performance and quality standards of over 400 service centers
• Implementing AI-driven predictive systems, including spare parts optimization and customer call volume forecasting
• Driving digital transformation efforts to enhance both cost efficiency and customer satisfaction
• Developing training and certification programs to strengthen the technical competency of service teams

As the Quality Manager for the Tumble Dryer product category at Vestel, I led the following functions: QA Laboratory, Incoming Quality Control (ICQ), Outgoing Quality Control (OQC), Supplier Development, Product Audit, and Process Audit departments. My key responsibilities included:

• Creating a positive and collaborative working environment that fosters innovation and encourages intelligent risk-taking.
• Defining and monitoring KPIs for each QA sub-team to ensure alignment with overall quality objectives.
• Leading the implementation of the PMO and Quality Continuous Improvement programs to deliver defined product quality, safety, sustainability, and cost structure goals.
• Executing strategic initiatives focused on failure prevention, lessons learned, and continuous improvement in line with Global and Sector Product Line Quality directives.
• Identifying and reporting deviations from quality standards and consumer expectations through internal audits and data analysis.
• Driving continuous improvement efforts to achieve defined quality KPIs such as Service Call Rate, Customer Experience scores, and Warranty Cost as a percentage of Net Sales—both domestically and globally.
• Managing lessons learned during New Product Introduction (NPI) and integrating feedback into validation and checkpoint processes.
• Setting project targets based on test protocol results and consumer institute ratings, especially related to product reliability and service metrics.
• Preparing and presenting periodic quality reports to communicate the status and trends of the tumble dryer product category.
• Ensuring full compliance with product safety regulations and proactively monitoring related activities.
• Overseeing adherence to sustainability targets, including RML, RoHS, and REACH requirements.
• Collaborating cross-functionally with Product Line teams, Ownership Solutions, R&D, Purchasing, Industrial Operations, and Product Sourcing departments.
• Applying quality tools and methodologies such as Pareto Analysis, 8D, Fishbone Diagrams, Poka-Yoke, and FMEA to identify root causes and drive resolution of top-priority issues in support of business goals.

• Led the Project Quality team for Vestel’s first Respiratory Ventilator product
• Introduced a structured Design Risk Assessment process across all project phases
• Facilitated and led DFMEA (Design Failure Mode and Effects Analysis) activities during product development
• Oversaw manufacturing risk assessments from a quality assurance perspective

• Led the project team from a Quality Assurance perspective during the development of Vestel’s first tumble dryer product
• Actively contributed to the design and development of key modules, including Drum, Cabinet, Door, Hydraulic Systems, and Electrical/Electronic components
• Introduced and implemented a structured Design Risk Assessment process across all development stages
• Led DFMEA (Design Failure Mode and Effects Analysis) activities to identify and mitigate potential design risks
• Conducted manufacturing risk assessments to ensure quality standards throughout production processes
• Analyzed service call data from various markets and translated findings into actionable improvement plans for R&D teams
• Facilitated cross-functional communication between product development teams and market service leaders to capture field requirements and translate them into continuous improvement initiatives

As the Supplier Development Leader for the dishwasher product line at Vestel, I was responsible for managing and developing a team of 6 people, driving supplier performance, and ensuring cross-functional collaboration across the organization.

Key Responsibilities:

• Led a supplier development team focused on quality, efficiency, and performance improvement
• Organized and facilitated regular workshops with suppliers, including agenda setting, timing, and follow-up
• Ensured involvement of relevant support functions (e.g., R&D, Manufacturing, Supply Chain) for technical topics
• Closely collaborated with the Commodity Manager to align sourcing and development goals
• Monitored and drove the execution of action plans jointly established with suppliers
• Verified data accuracy and consistency across reports and systems
• Ensured adherence to agreed timelines and milestones; escalated critical issues when necessary
• Provided monthly progress reports, including action status and key performance indicators (KPIs)
• Built and maintained a professional and collaborative relationship with suppliers and internal stakeholders
• Promoted process automation where beneficial to improve efficiency, reduce cost, and enhance quality

As a Supplier Development Engineer for the dishwasher product category at Vestel, I was responsible for identifying improvement opportunities, implementing lean practices, and fostering continuous improvement within supplier operations.

Key Responsibilities:

• Evaluated improvement opportunities during pre-diagnostic meetings with internal teams
• Defined areas for improvement collaboratively with suppliers during diagnostic sessions
• Applied supplier development tools such as Process Mapping and Value Stream Mapping to analyze and enhance processes
• Ensured availability and consistency of supplier data for accurate analysis
• Prioritized improvement areas based on impact and feasibility
• Set KPIs and improvement targets jointly with Purchasing Management and suppliers
• Drove and supported the implementation of customized lean programs at supplier sites
• Promoted and facilitated cultural change to foster continuous improvement at supplier level
• Conducted comprehensive assessments across various supplier processes and departments
• Developed detailed action plans with suppliers, including defined targets, timelines, and responsibilities

• As the founder of Eurodesign Heating Systems, I was responsible for leading and managing core operational functions of the company, including Manufacturing, Quality, and Supply Chain.