86.98% - Hi
Remember you need
8 entries to qualify
for the G5 draw!
Be looking for the G5
in Calgary, Brooks &
April 10, 2008
Volume 8 & Issue 04
Money for Team 9
2. Pro Miles
3. Admin 42
4. Pro Tech
Average % = 87.29%
Average % = 86.09%
Average % = 82.33%
Pick-up & Delivery Drivers
Average% = 87.12%
Average % = 93.25%
Keep Sunday, July 6 open for a great time with
your family (spouses and children only please). This
Team 9 annual event will boast great food,
games, children’s activities, the revealing of the
2009 car, and the exciting give-away of our G5 to
one of our Team 9 members. You must be there
to win! See you there!
A. Claims / Cancelled
C. Admin 42
D. Fuel Whopper
You bet this day
is fun! We’ll just
try to keep Jon
Sliworsky out of
the bathing suit
F. Non reported R&M
G. Vehicle Claims
(picture at left from
2007 Family Fun
(includes all except for claims and misdirects)
(percentage determined by performance chart)
(number of eligable team members)
Congrats to the Team 9 members who
qualified for quality share for the months of
January, February and March of this year. The
total quality share for these three months is:
Average % = 85.76%
Average % = 89.01%
Average Overall Performance
Excellent % = 84.96%
TOTAL AVERAGE PERCENT FOR REPORT
Quality Share Formula
Way to go Team 9! What will we be looking at
for July’s total? It’s up to YOU!
The Vision of Quality Excellence
Our Quality Excellence mission is to create a customer, employee and systems focused organization.
Quality Excellence will help us accomplished this through practicing fact-based measurement of
our Quality Indicators, achieving our goal of truly being “The Carrier That Cares”.
Comments: The Team of Hi-Way 9 Express Ltd. continually strives to be the best in the industry. The
above percentages are a strong indication of how they
are working together to ensure each customer receives
their freight on time, worry free, with a smile. A notation to drivers area, as they excelled in their numbers above all other grades-knowing you are facing
the customers each and every day is a great representation of who Team 9 is and works hard to be.
While you can all be proud of the report received for this March, 2008, please remember that
when 86.98% of your customers are very happy with
you, there are about13% that are somehow not certain
in the level of service they have received in the past.
For example, on an average day of 2300 shipments,
there are 299 of these customers not satisfied. Multiply
this by 5 days a week, 4 weeks in a month…you understand. Knowing this leaves room for improvement and
enables you to work towards a higher goal-to ensure
100% of your customers are confident in your serviceeach and every day.
Again, congratulations Team 9! We look forward to future reports and even greater percentages!
HEROZ ! Team 9 & Customer
While completing their surveys, many of our
customers were very pleased with their drivers and sent messages to confirm their total
satisfaction with the service they receive.
(Some even sound like they’re looking for a
date, or at the very least, paid for their remarks). Although there isn’t enough room for
all the compliments, here are a few.
Nikki & Brandi, Drumheller
Hi-Way 9’s always been fair in rates. They
have great drivers & phone help. Office in Drumheller
has great people who I deal with weekly. Nikki &
Brandi are both professional & excellent at their professions. Thank you for making my job easier by having great work ethics.
Peter is always willing to put the customer first
in all kinds of weather. Peter assists with all areas of
loading and unloading. We really appreciate Hi-Way 9.
Didsbury Value Drug Mart, Didsbury
Our driver is very polite & outgoing. We really
enjoy his stops at our place of business. He is always
very friendly and chipper.
Auto Tech Collision, Lacombe
I always get accurate responses to queries
that I make. I have a regular pick up driver who is incredibly punctual-calls when he will be late. Does
whatever he can to accommodate my sometimes unreasonable requests.
Very happy with Hi-Way 9 local driver Brian-a
strong asset to HW9. Brian is always willing to go the
extra to help.
Quinn Pumps, Provost
Just a note-driver Calvin Ramstad is very
good! Probably your best driver.
Battle River Liquor Store, Forestburg
Something New For Team 9
Arnie & Theo, Calgary
Arnie & Theo give the
best service a customer could
ask. Always pleasant & very
nice to deal with.
I find that as a transport company you have the
best service, equipment and most professional people
in the industry.
Fluid Clarification, Calgary
Dan is the best!
Our driver goes above & beyond her duties.
Patient, helpful, knowledgable, reliable, conscientious.
Drivers professional & caring-5, amazing
Exciting Lighting, Airdrie
Jackets- 100 coated nylon outer shell with water
resistant finish. Full taffeta lining.
Shirts-100 % polyester, moisture management,
anti-bacterial. Easy care for washing.
Westburne Electric, Calgary
Don’t fix it if it ain’t broken.
OCR Group, Nisku
Brian, Three Hills
Men’s or Lady’s
Grey, Black or
We have the best driver in the world!
Ray’s Home Hardware, Three Hills
I have had simply exceptional service, everything from claims to weekend service to regular drivers. Excellent staff that cares and takes pride in what
Jackets come in
Southpointe Paint & Décor, Calgary
Arnie is always the most friendly driver
around. Always lots of help.
Color of Shirt #
Toned, Black or
Ladies X Small-2xl
Specified Tec Sales, Calgary
Casey is the best driver delivery man ever had
at Hi-Way 9.
Ponoka Ford Sales, Ponoka
Gerald is great, outgoing, friendly with a positive attitude. Definitely an asset to your business.
Lube City, Cochrane
May 16th at
Kevin had big shoes to fill replacing David, but
he has met or passed David’s level of service.
Trans Canada Pipeline, Oyen
is sewn in
color as the
‘Just for Team 9/Birthdays & Anniversaries
Edm ered on ough
A d el
Not ts to be ust mo . Than
Coverage with Manulife
Did you know…
Along with our regular medical coverage,
we also have coverage for Legal counseling, Financial counseling, and specific Online courses.
Contact Donnerene at 1-800-622-5800
for more information
Why Take RRSP’s Directly Off Your
Taking funds directly from your pay check towards an RRSP
allows you not to pay taxes on that amount. Also, it is a lot
easier to put money aside when you don’t even see it.
And the very cool thing about this savings plan?
Hi-Way 9 can do this for you! Just ask your Team leader how!
A NOTE FROM PAYROLL
If you have moved or have a new phone number,
please contact Donnerene in payroll at
800-622-5800 / Drumheller Office.
Vacation Pay is paid out by direct deposit on the
15th and the last day of each month, with four working days notice required. Let Donnerene in payroll
know when you require your payout.
to live et of stayin
lie abo onestly, eat young is
r age. slowly, and
2 RICHARD SMITH
3 JARED LANGKOWSKI
3 BRIAN JASPERSON
4 CINDY STATZ
5 KELSIE HUNTER
5 SHANE TYSON
5 KEEGAN BAJC
5 GEORGE BARBER
6 ANNE-MARIE LEMOIGNAN
7 WENDY HARLEY
7 KEN BOKINAC
8 JESSICA MCCORMICK
8 JASON CHAMBERS
8 TASJA GILMOUR
9 LAUREN BERNAKEVITCH
10 LEONARD GREENSLADE
10 TERRY GIONET
10 RAELENE PEARS
11 JASON RUFF
11 BRENDA SMITH
12 JESSICA SMITH
13 DARCY RADKE
Whatzup & Who’s New
13 HAROLD NEWMAN
13 ARTHUR HOLT
14 MICHEL RIVKIND
14 KRISTY HERMANSON
15 COLTON HUEGLE
15 ANGELA KING
23 DWIGHT ABAYA
15 JEFF DAVIS
23 DOUG GILROY
16 SHAWN MAKELA
23 MARC SAVAGE
16 TERRA HUMMER
23 MARK FETH
17 KELLY DEGERNESS
24 KELLY COLBERG
18 CECIL NETTNAY
25 DON FREE
19 CLINTON MATHESON
25 BRENDA ARB
20 RODNEY HIGGINS
25 DARRYL RUFF
20 DOROTHY NUDDS
26 ASHLEY JOHNSTON
20 DAYLON KERR
27 JOSIE LANGKOWSKI
22 NEIL ELLERBECK
27 RICHARD BEDARF
22 MARTIN KLASSEN
27 STEPHEN MACHUK
22 JASON HOOD
27 JORDAN LECLERC
22 KIM COMBS
28 JUSTIN GAUTHIER
29 STAN KUROWSKI
29 KYLEE RENZETTI
30 PAUL FONDA
4 SKIP/LORRAINE MACARTHUR
6 ANNE-MARIE LEMOIGNAN/GEORGE BARBER
16 MIKE/TRACY FENTON
19 ALBERT/SHEILA ROHRBACH
What’s new and upcoming in Stettler?
J.T. (John Tkachuk) took over as branch
manager in the middle of February and is not only
enjoying it but doing an impressive job as well. Stettler is at the top for Norsky’s- an improvement since
they have never had one. Costs are down and idle
times are next to NIL. We are proud to say that our
undeliverable list is at NIL as well.
There has been a few changes to the line
runs as we no longer have same day out of Red
Deer. It’s great having Adrien take over the line run
for Delburne, Alix, Elnora and Big Valley. Carla is
our body job driver and though she has been with
us just over 3 months, she can keep up with the big
boys when it comes to deliveries. Mark is still running
freight from Red Deer, doing
pick ups and deliveries in
Stettler and then heading
back with our freight to Red
Deer in the afternoon. He
never fails to do a great job.
Judy is still working in the
JT-Stettler Terminal Manager
office and keeping the paperwork flowing smoothly.
Into the future, this spring the Bear will be out
in Stettler to repair our yard, which will be exciting.
That’s it from the Team in Stettler!
In response to issues dealing with the movement of deck
freight the Deck-Way division of Hi-Way 9 Express Ltd. was
created in late fall of 2006. Deck-Way was put into place to
control the movement of all deck freight to ensure timely deliveries as well as to eliminate the confusion of working the
deck freight within the LTL system. It was also put into place
for safety reasons as we would now have drivers who are experienced with handling these specialized shipments, and we
could eliminate improper handling, strapping etc of the
freight, ensuring that our loads were moving efficiently and
safely down the road.
Bruce Dudley was the choice to head up the new project,
with his experience with Hi-Way 9 combined with his knowledge of the deck freight customers. Deck-Way started in January of 2007 with 8 drivers and Bruce to cover the entire province. Today Deck-Way has 15 drivers, a specialized fleet of
tractors and decks, an administrative assistant for Bruce,
Nancy Cormier, and he’s still looking for a few more drivers!
We have our regular pipe
customers in CE Franklin,
NOV, Midfield etc. as well as
hauling motorcycles, quads,
snow machines, roof top AC
units, BOP’s etc etc etc.. Some
special projects that DeckWay has been involved in include hauling loads from Calgary to Suncor at Ft. MacMurray, containers from Joffre to Calgary (2 months Bruce & Nancy-Deck-Way Team
As we move ahead with Deck-Way we are getting busier
and more diversified, and with Bruce at the helm to steer this
ship along we will show phenomenal growth as our customers become more familiar with our Deck-Way services and
WALLY MEDWEDCHUK Driver
Welcome the new Team 9 members
with open arms!
They’re a part of an awesome Team!
CLIFFORD PITTMAN Driver
KIMBERLY COMBS Admin
Who’s Who & Thoughts
Think Positive & Job Postings
Focus on the Positives!
Some Quality Achievements Received- “Going the Extra Mile”
Ken Hunter-Ken I just wanted to say thanks for always making sure Saneal Balraj-You posted a 3.72% idle for Feb 21/08 in 251.
31 years old
30 years old
is a truck everyone wrote off for being able to accomplish this sort of
percentage. Congratulations! This is the lowest in the fleet today!
your load diagram and checkers travel with your shipments. This
makes sure the rest of the process moves smoothly without delay.
John Monk-Always saying positive things to help the whole teams’
positive outlook. You’re always looking for ways to improve. Keep it
up! Good work!
Chrysta Lynn Cullum– You are always willing to get POD’s re-
signed for me so I can keep my undelivered report down. I know these
are a pain, but thanks for your help. I appreciate it!
Start Date with Team 9: July 2007
History with Team 9: started with Team 9 when Hi-Way
9 purchased Hart Transport
Current Position: Taber P&D
Vauxhall & Brooks Sameday Run
Team 9 Warm & Fuzzies:
Fun people to work with
We always win pizza...so I like that
Can always depend on Johnny to step up to any
task. No matter what I need done I can count on Johnny
to do it and do it right.
Q-When do monkeys fall from
A-During Ape-ril showers.
Start Date with Team 9: Aug 2007
History with Team 9: Receivables
Current Position: Rates/Customer “Care” Specialist
Team 9 Warm & Fuzzies:
Like the people
Great with customers
Class 1 Extended
Class 1 City P&D
Read this: “we have noticed more lates & lost deliveries as of late (slower response times
Roger Solochuck-After working his shift, Roger bailed us out by
Kevin Johnson– Received an e-mail from Lucille Hertz at Atco Elec- pulling an extra trailer to Camrose. He kept our customers happy
and provided a solution for the problem. Thanks for the help.
tric Oyen saying the service is great from you out there. Kevin, keep
up the great service in your town “Oyen”. The whole team appreciates
Daniellle Augey-Thanks so much for being so conscientious to
come in and get caught up on the weigh it filter. That really helps all
Dany Demers– Dany has been a force in the afternoons, picking up team members when it comes to quality share. With your focus on
as much or more freight than everyone every day of the week. He has weight it, it creates a great team spirit. Thanks again.
a great customer relation and wonderful work ethic. Thanks for your
hard work, Dany.
A special email received from a customer:
Debbie Beatty (Customer Care Specialist) has “ wowed” one of her accounts to the point of amazement.
From total account information, completion, assurance of the job completed, and promptness, this customer
is amazed at the level of exceptional service she has received from Debbie.
Thanks Debbie! You do Team 9 proud!
Q– What season is it when you
are on a trampoline?
Keegan Flemming-Keegan exudes quality driving skills. He
takes his time, is careful and as he put it...is “obsessed” with meeting his idle & norsky goals. I especially like the time when right after
he washed his truck, I saw him creep through our muddy yard so he
didn’t spray any mud on this truck. Now that is pride!
Local Class 1
Highway Dispatch Coordinator
-All highway schedules within the Hi-Way 9 System
-Equipment tracking and proper distribution for all
tractors, trailers and converters in system.
-Work with all terminals , promoting team work and
efficiencies within the Hi-way system.
-Can be effective in any terminal location due to technology.
Give us a call and ask some questions!
Please contact Rick or Jerry in the Red Deer Terminal
to concerns) which makes us question why we are paying the rates we are. We expect great service for cost.”
This is a comment taken from a customer survey that was completed last month. You know
what? This customer is right. Hi-Way 9 makes no excuses for charging a bit more for transportation costs. Why? Because we are to have the best fleet, the best drivers, and the best SERVICE in
the industry. So our customers will pay for this, right?
What happens when what we provide isn’t the best? What do the customers think of Hi-Way 9? Where is the
security in your job when customers go away? That will happen if Team 9 doesn’t provide what they promise-the
When you are having a frustrating day (as we all have), stop and think how negative actions may affect your
customers- your Team– your job. If you are quick to cut someone off on the road, move freight a bit roughly, are
short with a customer on the phone...whatever...what is it that our customers pay for?
Hi-Way 9 has the BEST team around. We provide training, support, and understand the stresses that come
with each job. There is no reason to allow for a lower quality of service than what is promised. We WILL be the best
in the industry! Don’t forget it-and be proud of it!
...because I care...
There is never a dull moment when
Team 9 gets together for fun and
games! March 8th boasted Team 9’s
first curling bonspiel. With over 30
people attending, there was laughter,
great food, and a few sore backsides
due to compact with ice.
One never has to be an expert to
attend one of these events-so seize
the opportunity the next time one
comes your way! It’s a great time!
Going Green & Grades & Winners
Lookin’ Good & Royalty
by Doug Nault
Claude Robert, owner of Robert Transport reports that his fleet’s environmental efforts begin with
“If we want to save fuel, it starts with speed whether we like it or not. Roberts has personally realized an 80-litre fuel savings when slowing to 55 mph (88 km/h) between Montreal and Toronto. That
equates to a savings of about $80 per trip compared to driving the posted speed limit.
John Smith, president and CEO of Bruce R. Smith, said his company began using on-board computers to monitor driver speed as well as idle-time and hard braking. Drivers were graded using a point
system and those who racked up too many points were re-trained.
“We found there were a few individuals who couldn’t control their speed and before that, we thought
they were some of our best drivers,” he said.
“When we want to
save fuel, it starts
with speed whether
we like it or not.”
Herman Van Keer
In its own studies. L.E. Walker found that the Columbia’s fuel mileage improved 5-8% when
speed was reduced by 5 mph. Even just a 1 mph reduction in speed achieved a 1–1.5% fuel
taken from January Issue of TruckWest article by James Menzies
# complete % returned
Numerous inquiries were placed as to how
many surveys were returned for specific locations. The above figures show which terminals
had the greatest-or least-return on their surveys distributed.
Remember-for each survey returned, a Team 9 driver was paid
Thank-you for your participation!
March’s weigh it winners for
Calgary were John Timmermans (top left), Sam Hodgson (bottom left) and Pedro
Magnaye (not shown). Pat
McDonough of Drumheller
(below) topped his Team in
numbers of weigh its contributed to the quality share program.
Way to go Team 9 members! With your help, we
have a payout of over $200
for the month of March!
Here they are, Team 9! Even with the snow, sleet, rain,
and general nasty Alberta spring weather, there are numerous clean units in the system.
The winners of a new pair of coveralls for the month of
April are Kelly Reynolds of Drumheller and Rod Higgins of
Calgary. Each of these gentlemen show pride and determination in their units. Yes, determination was necessary
because of the month’s precipitation we have received.
Don’t see your terminal represented here? Grab your
Team 9 leader and ask them to bring the camera! Submit
YOUR unit for the Truck Pride contest for May!
And don’t forget-if we see your picture in the New’s @ 9
for more than one month it’ll prove just one thing-you truly DO
take pride in your unit!
Letters To The Editor
I have heard how the Bernstien Diet
works but I recently learned there is another diet circulating the Drumheller office "THE DOUG DIET." It sounds like it's Dear Child Bride;
While “The Doug Diet” is
easier to follow-- 2 donuts and a piece
more appealing, and albeit, tastof angel food cake are the daily main
ier, it is not endorsed with any
staples. Please send me a outline of it.
signed CHILD BRIDE
other followers than Doug himself. His wife, Karen, is the
first to disclaim the positive
affects of this intake of calories.
Sorry, Child, back to the salad
and chicken for you if you want
to continuing wearing that
pretty white dress!
John Lucey has commented his picture would
break the camera. Almost, John, but we still
love to put to print a picture, albeit “ broken” ,
of the longest, safest driver in the fleet.
Safety & The Doctor’s Check Up
Safety & Compliance Team Leader
Northern Perspective &
Spring is finally here, and along with spring comes the Selective Traffic Enforcement Programs. S.T.E.P enforcement is shared duties of all Alberta law enforcement.
In February we saw a STEP program on our major highways where law enforcement officers where targeting distractions. One of the biggest distractions was cell phone use followed by eating while driving, putting on make up,
watching television engaging in physical contact with a passenger (I don’t want to expand on that) . Anyway, cell
phone use was 19 out of 20 infractions. Here is what people where charged with:
-Failing to dive in center of lane
-Unsafe lane change
-Failing to signal
Last month we talked about passing an emergency vehicle, we explained how speed fines double when you do
this. Well guess what? Most people who violated this law where on their cell phone! In some cases that call just
cost them over $700.00
April STEP will be speeding.
May STEP will be Truck Safety (Don’t forget to do a good pre and post trip! send me a pass from an inspection and we will send you $100!)
Have a great spring!
Accident Report March 2008
1111 $1,692.17 Hit owl
Hit by 3rd party
$2,177.96 Hit vehicle on roadway
167 App40,000.00 Single vehicle ,hit guard rail
$6,400.00 Hit parked Hi-Way 9 deck,while backing
Hit light poll while turning on cloverleafe
Hit a parked Hi-Way 9 truck
Hot Customers sign
Hit customers building
We have had 11 reported collisions in March.
This is way better than Februarys 24. Let’s
look at what where they where:
33% animal hits
22% single vehicle
11% other person responsible.
For Jan/Feb/March average:
14% Animal hits
10% single vehicle
6% other persons fault
32% in our yard or Customers yard
Doctor of Delivery/Operations Specialist
Freight Claims , Misdirects , Weigh-it Program . We have all worked very hard to either get the
numbers up or get them down. This month we need to focus on the misdirects. This program is
completely controlled by Team 9. We pickup the freight, we sign the bill of lading, we ensure the
freight is marked, we load the freight into proper bins and trailers. And yet 99% of our misdirected
freight is properly marked. We must read the labels. We have a significant number of customers and
potential customers upset because of service failures. We have a lot of wasted dollars removed from
the Quality Share program that could have been ours.
Misdirects for the past three months .
January - 111 misdirects total shipments 49,843 percentage for the month 99.78 %
Dollars wasted 5,220.00 from Quality Share Program
February - 137 misdirects total shipments 45,574 percentage for month 99.6 %
Dollars wasted 6990.00 from Quality Share Program
- 117 misdirects total shipments 37,835 percentage for the month 99.6%
Dollars wasted on average for this month is 5850.00 from Quality Share Program
Those dollars wasted is money coming directly from Team 9’s pockets. Let’s remember to take the time, mark our
freight, and read the labels. Team 9 is the best at what they do! Never forget the procedures that have been put into
place. They work. So let’s prove it!
Edmonton Terminal Manager
I was going through some literature here lately on what determines success. It was simply stated that if your actions are geared directly toward your goal,
you will achieve success.
This material, coupled with the
4th anniversary of Edmonton’s South Depot, has me realizing how
many people’s actions directly contributed to this depot’s growth, and
impending move into Edmonton’s own depot targeted for this summer.
This company took a hell of a leap of faith when the depot
first opened. We had numerous growing pains, as everyone does with
new ventures, but the collective efforts of hundreds across the province all had a hand in whether this venture would succeed or fail.
Some of these people are no longer with us, and many still remain,
but the “be all/end all” of these efforts have brought us to where we
are now. To list all personnel involved would take the rest of this
page, and to rank the efforts would be a load of crap.
Success on a personal level is achieved by one’s willingness to finish what they started on personal tasks, and is subject
to perspective. Some see success as winning an award, or getting
a positive QA, or not getting crapped on for a day, or for some,
just making it to work on time. These successes, while still substantial and meaningful, reflect only one person’s personal
However, the success of this depot required many large
and small undertakings from numerous people working TOGETHER allowing our TEAM to excel.
So speaking personally, a most sincere thank you to all
that have helped pick us up when we were down, and got us in
the right direction again. Without your help, the SUCCESS of
this depot would not have been accomplished.
Your efforts, no matter how big or how small, helped.
Edmonton had 4 drivers who are setting the bar for idle
reduction and alarm control at our terminals in the Great
Saneal Balraj for idle. (top left)
Alex Hunter for alarms. (bottom left)
Miles Storr for alarms. (top right)
Ryan House for alarms. (bottom right)
We’ve had great success throughout the province in
this reduction toward our Norsky goals, and we may not
have as many as the other terminals so far, but watch
for the surge in the coming months.
Thank you for your contribution to collision avoidance,
environmental improvements, and cost reduction on behalf of our proud Edmonton Team!
Not The Brightest Bulb On The Tree…???