Steve Pilgrim [Clark S. Pilgrim, Jr.] (901) 219-7553 steve@stevepilgrim.com OBJECTIVE ---------------------------------------------------------------------------------------------------- Senior operations executive with deep experience in strategic process design, supply chains, technology management and continual improvement initiatives. EXPERIENCE ---------------------------------------------------------------------------------------------------- 03/2005 - Present Continual Improvement Memphis, TN A business advisory providing services to small businesses in the areas of operations, supply chain improvements, technology management and profit growth. Owner, Strategist - Completed clients' projects in operations, I.T., processes and improvement. - Developed quality and customer service reviews for a client's weekly radio show. - Installed supply chain and EDI processes for a sporting goods manufacturer. - Designed and coordinated technology requirements with architects, contractors and engineers for a client's new $20 million facility. - Led a new strategy development initiative for the managing partner of a large medical practice. - Provided ongoing I.T. support to a client in the network administration business. - Developed the strategy for a new production system in a consumer goods manufacturer. - Coordinated a needs analysis project for a large design-build firm. - Initiated development of a suite of services designed to help smaller companies adapt the lean principles of the Toyota Production System. 06/1994 - 08/2005 it worx Memphis, TN A privately-held software company that installs and supports a leading ERP software system for distributors, manufacturers and light assembly operations. President - Responsible for the leadership and general management of the firm. - Developed strategic marketing plans that produced eleven consecutive years of profitability. - Provided project and technology management to clients. - Saved a multi-national distribution client over $1,000,000 by completing an I.T. project abandoned by a previous supplier. - Expanded into new advisory disciplines including supply chains, EDI and e-business. - Managed new client development, project management and consultants across multiple projects. - Designed and installed a project management methodology for supply chain projects. - Provided inventory control and systems advice for distribution clients across the country. - Developed e-business strategies and processes for clients in a dozen industries. - Provided interim CIO services to a global ministry during the search for a permanent CIO. 10/1990 - 05/1994 MicroAge, Inc. Tempe, AZ A publicly-traded Fortune 500 distributor and integrator of the leading brands of networks, computer products and services with sales approaching $5 billion. Vice President, Customer Sales, April 1993 to May 1994 - Responsible for transforming the customer service operations into outbound sales capabilities. - Reorganized the company's teleservices group of 120 employees from an inbound call center into outbound telesales teams. - Achieved record sales growth with no additional call center headcount in 1993 and 1994. - Applied statistical process control techniques to improve call center metrics by 93% with no additional staff. Vice President, Strategic Planning, February 1991 to April 1993 - Responsible for strategy development and quality improvement. - Led the executive team in two annual strategic planning sessions that resulted in a 560% increase in market value. - Hired and led a team of business analysts who identified and saved $23 million of costs. - Led the strategic planning process that allowed MicroAge to be ranked number one in shareholder gains on the NASDAQ in 1993. - Hired a Director of Quality and launched the company's quality initiative. Director, Location Automation, October 1990 to January 1991 - Responsible for the development of a distributed automation system with real-time linkages to the company's logistics systems. - Implemented a comprehensive customer automation system linked to the company's supply chain. - Developed integrated logistics projects with two major suppliers providing revolutionary supply chain improvements. 09/1982 - 09/1990 American Business Systems, Inc. Memphis, TN An award-winning MicroAge franchise providing information systems, software and integration services to corporate, commercial and institutional customers. Chief Operating Officer, March 1986 to September 1990 - Responsible for all operations supporting the company's sales and profit objectives. - Designed a Service Excellence initiative to improve all operations in the company. - Eliminated $500,000 of inventory by basing inventory management on a just-in-time model. - Reengineered business operations to provide customers and sales teams with timely information and overnight delivery of goods. - Reduced resolution time for field service problems and order fulfillment from a week to less than one business day. - Won MicroAge's Franchise of the Year Award for outperforming 523 other franchisees in 1990. - Achieved the highest increase in sales and profits among MicroAge's franchisees in 1989. - Received MicroAge's Leading the Way Award in 1989 for year-over-year business improvement. - Awarded IBM's Platinum Partner for sales growth, profit growth, employee development and customer satisfaction. Vice President, Operations, March 1984 to February 1986 - Responsible for leading the company's administrative processes and financial operations. - Provided support for business management systems, daily business scorecard and software applications. - Installed a business management system for sales, service, supply chain and accounting. Corporate Sales Executive, September 1982 to February 1984 - Responsible for sales results with small businesses as well as large accounts. - Organized and implemented a $1,000,000 sales and logistics program for a Fortune 500 company that moved its corporate headquarters to Memphis. - Expanded the company's sales activities into key vertical markets. 08/1980 - 08/1982 Energy Management Consultants Memphis, TN A privately-held engineering company providing engineered solutions in the field of commercial energy management, building retrofits and energy conservation. President - Responsible for changing the business strategy from architectural design to engineering retrofits. - Provided general management and leadership for a team of fourteen engineers and architects. - Developed a business strategy and sales focus that led the company to profitability. - Provided leadership in alternative energy research and consulting service pricing. - Installed financial controls and accounting systems to track projects and profitability. 06/1976 - 07/1980 Parts, Inc. Memphis, TN A privately-held automotive aftermarket distributor providing products and I.T. services nationwide. Marketing Manager, March 1978 to July 1980 - Responsible for supporting sales efforts with marketing plans and programs. - Developed marketing materials for the company's computer services division. - Administered the company's cooperative advertising programs with over 300 suppliers. - Designed marketing plans for a national network of automotive warehouses and resellers. Management Candidate Program, June 1976 to February 1978 - Responsible for taking assignments in every operating area of the business. - Learned logistics, distributed information systems and inventory management methods. SKILLS, TECHNOLOGIES & PROJECTS ---------------------------------------------------------------------------------------------------- - Strategic planning - Continual improvement methods - Supply chains & process design - Technology & project management - Team assembly, facilitation & leadership EDUCATION & INTERESTS ---------------------------------------------------------------------------------------------------- - IBM Dealer Presidents Institute, 1989 - MBA courses, Memphis State University, 1978-1980 - BSEE, Mississippi State University, 1972-1976 - ------------ OTHER EDUCATION and INTERESTS ------------- - Weekly radio guest, Talk About Service Radio, 2004 to 2006 - Malcolm Baldridge Award, Regional Examiner, 2004 - American Society for Quality, Member, 1991 to 2006 - INFORMS, Member, 2004 to 2006 - Operations Research Applied to Inventory Control, 2004 - Understanding Variation, 2000 - Leadership Dynamics, 1998 - Association for Quality and Participation, Member, 1991 to 2001 - Integrity Selling Institute, 1994 - IBM Strategic Quality Institute, 1992 - Management Action Programs (MAP), 1992 - SouthWare Innovations, Inc. Advisory Board Member, 1986 to 1992 - Crosby Quality College, 1991 - Pecos River Ranch Participative Leadership Institute, 1990 References available upon request.