April 9, 2010 Volume 10 & Issue 04 www.hi-way9.com

Telephone Service Invoicing/Billing Claims Management Caring 88.05% Accurate 87.67% Professional 84.73% Professional 90.91% Complete 89.77% Fair 83.80% Friendly 91.54% Uncomplicated 88.56% Caring/prompt 83.08% Knowledgeable/competent 89.00% Average % = 88.52% Average % = 83.87% Average % = 89.73%

Dispatch Pick-up & Delivery Drivers Rates/Customer Service Caring/prompt 89.09% Caring/prompt 93.59% Caring/prompt 88.28% Friendly 91.42% Friendly 96.24% Friendly 91.09% “Solution Providers” 87.63% Professional 95.11% Professional 91.12%

Average% = 89.18% Neat Appearance 93.21% Rates Competitive 83.95% Average % = 94.45% Knowledgeable/competent 88.86%

Average % = 88.58%

Equipment Average Overall Performance Neat/clean 91.54% Excellent % = 88.96% Right equipment 91.56%

Average % = 91.49%

TOTAL AVERAGE PERCENT FOR REPORT

89.35%

(l-r) Josianne Plante of Edmonton, Dany Demers of Red Deer, Kris Dickson of Drumheller and Edwin Wiggers of Calgary were the winners of the quarterly Quality Share Draws in March! With the options of a sports weekend in Calgary or Edmonton or a family weekend in either city, these Team 9 members were the envy of some great prizes (ironically they all chose the Calgary sports package)! Each Hub terminal hosted events...from Hawaii days in

Drumheller, to Jersey days in Calgary and Edmonton. Good food and fun times seem like the rule with these Quality Share Draws, and each location ensured they never fell short of the expectations! Congratulations to these four winners! And for the rest of the Team-maybe June’s prizes will have your name posted to them! Keep working hard and qualifying for quality share for the next three months, and we will have to wait and see!

Saturday, June 19, 2010, Red Deer Westerner Park

If you would like to participate in This year’s Truck Driving Championships (AKA-Truck Rodeo),

please contact Jerry Allen at 403-396-4957 by April 30th.

Should you qualify, compete and win in the Provincial Truck Driving Championships,

Hi-Way 9 will not only award you $1000 But you will also

attend the National Driving Championships In September in Winnipeg!

Comments: A record-high percent was received for this period’s customer survey. With an average mark of 89.35%, Team 9 is certainly proving they are making in-credible steps to move from “Good to Great”. Commendation needs to be given to the “Pick-up and Delivery Driver” section, as their percentage soared above the rest, proving yet again they are without a doubt the best in the industry. As we look at the above report with a smile and confir-mation of a job well done, please do not forget about the other 10% of the customers that have not given Team 9 an excelling grade. While we are all aware that circum-stance may occur beyond anyone’s control, there is a significant number of customers that need to be given that 110% quality service and attitude, so they, as well, will come to appreciate what your Team can provide for

them. Again, congratulations to Team 9 and Hi-Way 9 Express Ltd. As you each complete your daily tasks, whether they be administration or driving, distribution or maintenance or any of the other vital positions in between, please re-member that each and every customer, shipment, piece of paper, phone call, piece of equipment-whatever it is, it needs the best service that you can provide. And remember, while a customer survey cannot be completed every month, the indicators from the quality share program are without a doubt one of the strongest tools that you can use to ensure you are completing your duties to the high standard your customers deserve and have come to expect from you. We look forward to an A+ grading in the surveys to fol-low. Well done, Team 9.

Money for Team 9 1. Weigh-IT $93,747.93 2. Pro Miles $9,793.73 3. Admin 42 $4,900.00 4. Pro Tech $3,000.00 5. Fuel Whopper $0.00 Total $111,441.66

Money Wasted A. Claims / Cancelled $16,318.26 B. Misdirects $5,440.00 C. Undelivered $3,510.00 D. Admin 42 $0.00 E. Fuel Whopper $2,000.00 F. Non reported R&M $0.00 G. Vehicle Claims $36,613.15 Total Wasted $58,509.41

January-$46.30 February-$83.13

March-$96.00

Total Payout

$225.43

Team 9 Hero & Whatzup Just for Team 9/Birthdays & Anniversaries

Manulife Travel Cards If you are planning on leaving Canada,

make sure you contact Donnerene for a flyer from Manulife regarding out-of-country insurance.

It may just be worth your time- You never know until something happens!

Why Take RRSP’s Directly Off Your Pay Check?

Taking funds directly from your pay check towards an RRSP al-lows 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 Donnerene how (1-800-622-5800)!

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.

2010 Tax Forms

If you would like to have more taxes taken from your

pay checks Or if you have a change in your

dependants Please get a form the depot office.

In the arena of human life the honors and rewards fall to those

who show their good qualities in action. Aristotle

Wallace & Carey, Calgary-The gals in the Drumheller of-fice are always very friendly and helpful. They deserve special recognition.

Audio Video, Camrose-In regards to our delivery driver Al Steiner: Give him a raise! We see loads of drivers on a daily basis & this man is a step above. Please do not change his route!

Sunrise RV, Lacombe-We are happy to see Wayne Ren-zetti whenever he delivers-friendly, funny-a definite asset to your company.

Caroline Liquor Store, Caroline-Hank Petersen is an ex-cellent driver. With Hank delivering I don't have to do a lot of worrying about my orders. He is always pleasant and doesn't get upset if there is a problem. It is great to have a driver that I can work with.

Bow River Vet Centre, Canmore-I would have rated Kevin Lewis higher on the 1-5 scale-he is one of our best, most efficient, helpful drivers-if only the scale went to 10!

Wesco, Edmonton-I am very impressed with your driver Kevin Hogstead. He is always very polite, cheerful and well turned out. He shows good initiative when he comes for pick ups and I'm dealing with other customers.

Noble House Foods, Sherwood Park-James Jervis-Hilker is always exceptionally prompt, friendly, organ-ized, and professional. He is one of the best delivery drivers I've ever had.

Canadian Freightways, Edmonton-Saneal Balraj is the best driver. He is friendly, helpful and reliable. He has a great relationship with all of our staff. We look for-ward to seeing him every afternoon.

Tred Appliance, Brooks-Curtis Hok is the best driver & material handler that we have worked with to date. Don't think twice about giving him a raise.

Atco Gas, Ponoka-We have had great pick up and deliv-ery service here at Atco. Trucks look good and drivers are friendly. Hats off to Barry Laite-the best delivery driver I have seen yet.

Pioneer Hotel, Sedgewich-Brian Jasperson is one of the most friendly drivers we have ever had. Every time he comes it is very enjoyable. He is great.

Gas Analytical, Calgary-Sandra Packard is excellent-prompt & knows how to be quick & efficient. Dispatch-quick and knowledgeable. Overall-very good courier company.

CUSTOMER SURVEY DRAW WINNERS

Judy and Hal Moore of Classic Automotive Invest-ments Ltd - Innisfail. (Bumper to Bumper - Park-land Auto & Industrial Supply) completed and sent in the 2010 Team 9 customer survey. Their number was randomly drawn, awarding them with the $99.99 prize draw. Because of customers like Judy & Hal, Team 9 is able to learn from the responses received and improve to the betterment of its customers. Congratulations Classic Automotive Invest-ments!

Berendsen Fluid Power, Edmonton Hi-Way 9 is the best when it comes to caring and fast delivery. Very professional company and employees. Hi-Way 9 rocks! Hayley Ind. Electronics, Calgary We are extremely happy with all aspects of Hi-Way 9’s service & would have no problem recom-mending you to anyone.

Along with their “grading” of Team 9, each customer was given the opportunity to comment in any way regarding their service or those that provide it. Below are just a few of the notes received. A special notation to Chad Larson (37) , David Stedman (32), Brian Bertsch and Lonnie Killaby (23 each) for the most returned surveys of their own accord. Thanks to these Team 9 members, and the many, many others that contributed to the “Honor Roll” grading for Team 9! Your efforts do not go unnoticed!

April 15 JEFF DAVIS 17 CAROL ROBINSON 18 CECIL NETTNAY 20 RODNEY HIGGINS 22 NEIL ELLERBECK 22 MARTIN KLASSEN 23 DWIGHT ABAYA 23 DOUG GILROY 23 BLAIR HEWITT 23 SUMAYAH ELMI 24 KELLY COLBERG 25 DON FREE 25 DARRYL RUFF 27 JOSIE LANGKOWSKI 27 RICHARD BEDARF 27 STEPHEN MACHUK 27 MAJA DEBSKI 29 STAN KUROWSKI 29 KYLEE RENZETTI 30 JESSICA SHEWCHUK

MAY 1 MILES STORR 1 CORAL MARTYN 2 DENIS CORMIER 2 BILL URQUHART 3 JOHN TIMMERMANS 3 NORMA STOBBS 3 LEVI KIRK 4 ROBYN ATKINSON 4 NEIL VAN HORN 4 MARK CORNELL 4 NICK PATTERSON 4 AMBRAISA LAMB 5 JOHN SCHRIBAR 5 NATASHA KAYE (THOMSEN) 5 MICHEAL BARTON 5 MINTHE BAH 7 SAMANTHA PERRIER 7 MANDY GALLANT 7 AVERY MACINTYRE 7 ANGIE POPOVICI 8 TOMMY BOLIN 8 ASHTEN MONK 9 ANGELA DAVEY

10 DAVID MCDONALD 11 TODD SMITH 11 BRENT CARLSON 11 SHELLEY BLANCHETT

May 11 BRAD WARD 12 CURTIS HOK 13 KRISTA AYEARST 13 ROBERT HAYWARD 13 LEN TROTCHIE 13 LEAH ASSEFA 13 TRINITY HENDERSON 14 CHRIS KOHUT 14 JAMIE GRAYSTON 14 JASON BIGL

April 19 ALBERT/SHEILA ROHRBACH

MAY 6 STEPHEN/MARJORIE SAUNDERS 9 MICHAEL/SHAUNA MACBURNIE

10 SHAWN/WENDY HARLEY

A husband went to buy a birthday gift for his wife. Some friends had been invited over that night to celebrate her 40th, and he wanted to get

something special. At the store he spot-ted some cute little music boxes. One blue one was playing “Happy Birthday.” Thinking they were all the same, he chose a red one and had it gift-wrapped. Later, at dinner, he gave it to his wife and asked her to open in. When she lifted the lid, out came the tune to “The Old Gray Mare, She Ain’t What She Used to Be!”

Uniform Pride & Who’s Who Think Positive, Team 9 Happenings & Thoughts

Focus on the Positives! Some Quality Achievements Received- “Going the Extra Mile”

Lloyd Ziegler – Drumheller-Lloyd is the ideal driver for any job. He does a great job with our same day truck, from hauling the freight to doing all the same day deliveries, doing our Inland and Ralston, morn-ings and afternoons, getting our line drivers trained up and out the door, hot shots and even coming in on Saturdays when required. Lloyd always does every job with a positive attitude. He is a great guy to have around and is a leader at heart. Thanks for every-thing Lloyd!

Brent Carlson – Medicine Hat– Brent did a delivery to Fabulous Fat Inc. I just received a call from the man-ager to let me know that Brent did an awesome job. He said that Brent was very polite and helpful. He liked the fact that our truck and driver looked profes-sional. Thanks a lot Brent, this is the type of call a manager loves to get. It makes me proud to say that you are a part of our team!

Anthony WIlson – Red Deer– Anthony stepped into dispatch to cover for a vacation day and absolutely owned it! Fantastic job! We were all very impressed with how you handled yourself and how you got eve-rything covered!

Alex Rivkind – Edmonton (Deck-Way)– Brett from Jas-per Brewing Company called to say that you were one of the most professional drivers that he had ever dealt with. He was very impressed with your profi-cient driving skills and your ability to assess obsta-cles and maneuver around them.

Scott Robinson – Red Deer (Deckway)-Zabeda from Kuehne & Nagel called and commented on your effi-ciency and speed in doing the tree loads this morn-ing. Good work!!

Johnathan Pittman – Brooks-Thanks for the extra ef-fort on keeping the dock clean-keep up the good work.

Name: Lorraine Woodruff Age: 52 years

Original Start Date with Team 9: November 2007 Current Position: Administration/Audit-Drumheller Team 9 warm & fuzzies: Loves how everyone works to-gether The Team is on top of everything all the time She always knows what she is doing and what is expected

Never bored always has something to do Loves the people she works with Accolades: -Committed to her job and being here everyday on time and ready to work Very accurate in the task she completes daily Flexible – willing to try anything we throw at her Honest

February boasted the first annual Team 9 Bowling Night in Drumheller! While the trophy was one sweet piece of hard-ware, some of the playing was more en-tertainment than hard-core sport-which made the night all the better!

The Night’s Standings: Highest Scores-Men-Mike Shilson Women-Shannon Wade Lowest Score-Danielle Augey Overall Team Winners (at left) Mike Shilson, Karen Shilson, Shelley Blanchett, Virginia Duncan

Richard Goings Isaac Brown Steven

Mark Cornell

Kory Reay

Curtis Hok

It is amazing how a clean uniform and a smile will set a Team 9 mem-ber above their competitors. Fortunately for Hi-W ay 9 these examples are easy to be found in their system. Thanks to these participating Team 9 members for their participation! The winner of Uniform Pride recog-nition for the month is Curtis Hok of Brooks. Curtis participates in uni-form and truck pride on a regular basis. Thanks Curtis!

Kelly Woods & Zach Bernard

...and the crazy part is, we A l b e r t a n s could all see these in our communities!

100%! I know that some situations are beyond our control, but the one thing Team 9 IS in control of is our own attitudes! We do not have to react negatively to a grumpy customer. We do not have to drive with aggression on the roads. We do not have to complain about our own misgivings in life while on a customer’s property. Unfortunately we do slip up-we’re human!. But please take this as a reminder-we cannot control the world, but we can control our response to it. Way to go, Team 9! I am so proud to be part of this company with you! Let’s head out there & prove to everyone else something that we already know-Hi-Way 9 truly is “The Carrier That Cares”. And that caring starts with you and I. ...because I care. Sylvia Kirk

Nervous. Anxious. A little scared. Yup. These are normally my feelings upon com-pleting a customer survey for Team 9. Compiling the information, reading the comments, and reviewing the “grades” given can be down-right frustrating and not so great at times. But knowing the

information gathered is vital, pushes one forward. I have to say, that half-way through the enormous pile of this year’s 800 plus surveys returned, I was feeling pretty good. Thinking “the worst is yet to come” I was hesitant to be optimistic. But guess what...it really was a very positive results survey. There are a few areas which still seem to baffle me, though. Ones like “professional and friendly”. These should be close to

Name: Brian Jasperson Age: 46 years Original Start Date with Team 9: April 2006 History with Team 9: Started as Provost line run driver for the first 3 years and has been doing Hardisty line for the past year Current Position: Hardisty line delivery manager Team 9 warm & fuzzies: *great family atmosphere *enjoys the people he works with *great equipment Accolades: *good with customers *very helpful and friendly *will step up whenever needed

Safety & The Doctor’s Check-up Truck Pride & Team 9

Checkin’ The Pulse of Quality Share

Safety Corner Jerry’s Jerry Allen Director of Safety and Compliance Quality and Safety Implementation Team

Accident Report April 2010

Ed Chernoff Director of Quality Assurance Quality and Safety Implementation Team

Darrell Kohut Vice President,

Operations/Maintenance

Hi-Way 9 became a PIC carrier March 17th……Now the work begins!! The Partners in Compliance (PIC) will provide leadership in achieving a recognized, collectively superior level of roadway and workplace safety performance, supported

and balanced by tangible value to stakeholders

Everyone benefits from a Partners In Compliance Carrier's commitment; to setting the standard for excellence; in the transportation industry. Having a better-informed management team with the right attitude towards safety and regulatory compliance translates into a corporate culture that promotes knowledge and rewards those who abide by company policies. Drivers, office staff, customers and motorists alike will benefit from professional drivers, better maintained equipment, pride in the job, and ultimately safer roadways. Partners In Compliance members attest to the following: "Safety Pays" It pays in driver retention and driver pride; it pays in better customer contacts and contracts; it pays in lower insurance premiums; it pays in image and attitude on and off the road; it pays in indirect recovery costs; it pays in attaining a better quality driver; and it pays in productivity. Safety is always good for business!

Sheldon Bennett Sharon Corfe Jan O’Donoghue John Tkachuk

Mark Renschler Jeremy Turcotte Barry Laite Chris Bell

Lonnie Killaby Brent Carlson Ken Melbourn Darcy Radke With the hundreds of units in the Hi-Way 9 Fleet, each one is taken for a clean job at least once a week. While this is no small task, thanks to Team 9 members such as these, and many more, these units are noticeably some of the cleanest on the roads. In the recently received customer surveys,

numerous comments were written in commendation regard-ing the cleanliness of our units. Thanks Team 9! Congratulations to Sharon Corfe of Red Deer. Your unit is gleaming from front bumper to back door. Thanks for your efforts Sharon!

Thumbs up to the new Team 9 members!

Edmonton Position STANLEY BALIK Driver

XIANGYANG HU Driver BRIAN YUSKIW Driver MELISSA JOHNSON Driver PATRICK O'CONNOR Distribution SLOAN FERGUSON Distribution JIM CLARK Driver GORDON LAWRENCE Maintenance

Lethbridge Position COREY UNRUH Driver

Red Deer Position RAY LEWIS Driver SHELDON EWASKOW Driver BIRGER MACKEPRANG Driver

Drumheller Position CHRISTOPHER STORRS Driver DOROTHY REEDER Admin

Calgary Position PAUL ROBIN ROSIN Driver TOM RULE Maintenance

5 Years Shannon Wade April 18, 2005

10 Years Jeffrey Brewer April 4, 2000

Congrats to the above Team 9 members for your years with

Hi-Way 9. Thanks for your commitment and care.

Team 9 is now 60 days into our Terminal Audits and we can see great improvements in truck pride, terminal cleanliness, uniform program, people net, etc. Excellent! We allowed ourselves 90 days to see an actual turnaround in QSP payouts, and guess what... we are improving, Team! Pay-outs were $38 for October, November $14, December $15, January $40, February $127, and for March about $70. So we are improving. Where we need to focus is, Claims, misdirects, and undelivered. These three areas took $25,268.00 out of QSP-ouch! In Vehicle claims we are catching up. Where the 90 day program ap-

plies, $36,613.00 came from QSP. All right, Team 9! Let’s everyone focus. Remember to do proper pre/post trips, mark the freight, and block the freight properly. Doing it right for the customer, our company, our QSP. We will only do better in the following months!

DATE LOCATION STATUS DOLLAR DETAILS 4-Mar-10 Edmonton Open Unkown Driver was driving and rear ended third party vehicle. 9-Mar-10 Calgary Open $1000 Est Driver was delivering and hit fence at customer yard 12-Mar-10 Edmonton Open $700 Est Truck was rearended by third party vehicle. 16-Mar-10 Calgary Open $1,317.00 Driver hit side of customers vehicle. 16-Mar-10 Red Deer Open $1000 Est Driver hit blocks at Calgary fuel pump. 16-Mar-10 Calgary Open $600 Est Driver did not crank up dollies and damaged legs 23-Mar-10 Calgary Open $1200 Est Driver did not crank up dollies and damaged legs 23-Mar-10 Edmonton Open $7,000 Est Driver was hit by another company vehicle. 23-Mar-10 Calgary Open $1,500.00 Driver was delivering and hit tree stump. 26-Mar-10 Edmonton Open $1500 Est Driver hit deer.

Team 9 had a better month of March. We know our improved communication with our “quality team” has some effect on this. Team 9 leadership is trying to create much more awareness with you and try to help issues before they arise. Also as a note April

will be a province-wide speed awareness month. Although your equipment is limited at max speed we must still be aware in lower speed areas and pay special attention to construction zones as they will be back at work. Good Job, Team 9!