Steve Thorp, PMP

Experience

• 

  Emerson Automation Solutions

  Apr 2007 - now

  Led the Global, Cross-Divisional Customer Care business strategy and work processes. • Led 50+ member business care team to address and resolve all new requirements within Quote and Order Management (Q/OM) processes and tools• Global Quote and Order Admin Productivity improved 20% over last 18 months• Global adoption of Gold Standards increased 11% over last 18 months• Worked with Division leadership to resolve critical Q/OM production issues• Developed and maintained work process Global Gold Standards to maximum productivity• Globally deployed and promoted these Standards to ensure consistency in all work processes• Participated in Automation/Technology Development directly improving Order Management efficiency• Defined metrics and reporting processes to communicate successful deployment and implementation• Provided regular updates to executive management Show less Led Global teams to defining execution tools, work processes, and standards for corporate initiatives• Led Cross-Divisional and Cross-World Area program to develop Service Execution standards, tools, and processes that allowed Emerson to more consistently/efficiently execute customer site Turnarounds (aka Shutdowns/Outages).• Managed 30+ global team members through 4 working teams. • Completed Global corporate rollout of tools/standards in 2016. Continued to increase global adoption and visibility within the organization while in this role.• Concurrently with SMO Turnaround program management, led an additional 40+ global team members (via 5 additional working teams) supporting the Emerson Corporate-Level Operational Certainty Execution Initiative. Reported directly to the Division Group President while in this role.• Developed new implementation standards, tools, and processes to execute Emerson Engineered Solutions. Program rollout was completed in April 2018. Show less Successful execution of multiple Advanced Services projects involving diverse teams across multiple world areas.• Developed and Implemented project management standards and tools for the Advanced Services team (eg. proposal templates, time reporting processes, deliverables templates, change request and invoice processes, customer surveys, post-project reviews, monthly metrics). PM position was new in this group and there was no previous structure for performing services and properly recognizing revenue.• Substantially increased the profitability of the group through Project Management leadership (GP increased from 30% to 60% during first 12 months) while supporting the group’s continuing revenue growth of 20-40% per year.• Integrated Advanced Services teams between our Texas, Philippine, and UK Product Engineering organizations ensured a consistent global approach was used within Customer Support Engineering. Synchronized roles and responsibilities to ensure current processes and procedures were kept evergreen. • Rolled out the structure, training, and administration of our Time Reporting system within the group (Org Structure, Roles, Project templates, etc.). Coupled our time reporting system into our Project Management and Estimating tools to improve current project updates and future engineering proposals.• Managed our Customer Premier Service program to improve efficiency and reduce cost of executing. Developed Profitability Action Plan to improve tracking and delivery of the service deliverables for this program. Show less

  • Director, Global Customer Care | Business Process Management | Improves Productivity and Efficiency

    May 2018 - now

  • Program Manager, Service Management Office (SMO)

    Jun 2015 - Apr 2018

  • Project Manager, Lifecycle Strategic Services

    Apr 2007 - May 2015