Steve Pilgrim [Clark S. Pilgrim, Jr.]

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.

 

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.

 

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.

 

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.

 

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.

 

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.