Oak Harbor Freight Lines, Inc - January 2014
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Josh Romeike Auburn AMC Sales Update David Vander Pol Gerrit Foster Auburn AMC Congratulations to the Eastern WA and technology standpoint. We plan on put- the Oregon/Idaho team in hitting two (2) ting in one hundred (100) new trailers of their three (3) main goals in Decem- into the fleet this coming year with sixty ber. They hit their revenue and the bud- six (66) of them being pups and the rest get goal. Congratulations to Western WA fifty three (53’). We will also be taking and Southern CA / Southern NV in hitting delivery forty (40) new line tractors with their revenue goal. them going around the whole system, Steve Barnes whereas in the last three (3) years all the Eugene Account Manager We operated at 99.5 for the month of De- new line tractors went to California be- cember compared to 106.9 for the same cause of their emission laws. Further month last year. The more important in this article I believe Kevin will share measurement is we operated at 96.9 for about some new technology that we all of 2013 compared to 97.7 for 2012. hope to roll out in 2014. That is a .8 improvement from the pre- vious year. Ed & I are both thankful for BEST IN CLASS - Congratulations to the two (2) profitable years in a row. One of winners of the Best in Class Award. This the highlights in our eyes this past year award is given to the Best of the Best Ac- was the reinstallation of Qualcomm’s in count Managers and Terminal Managers all of our tractors so our communication throughout our entire system. Scoring is to and from our drivers is far more reli- based on pre determined criteria. able than it has been in the past. We plan on continuing to invest in our team both Here are our 2013 winners: Cory Schiller with additional equipment and from a Boise Account Manager 2
Special congrats go to Richard Prieto and Mark Weber as they are repeat winners from 2012. Who will raise their game for 2014? It takes Planning, Hard Work, and Patience. Richard Prieto Fontana Account Manager Henry Vander Pol Legacy Award This award is given to the Best of the Best terminals thru out our system. We have three (3) groups depending upon how many people are at that particular terminal. Here are your 2013 winners of this prestigious award: Group One (1) Redding, California Mike Cathcart Portland Account Manager Group Two (2) Spokane, Washington Boise, Idaho Group Three (3) Fontana, California These terminals will have special celebration, dinner, brunch, whatever Mark Weber works for that team where Ed, Kevin, or I will attend. This year we will Portland Account Manager be putting special insignias on the driver’s work shirts which show that they are part of a team that won this special award. Dock workers will be given special tee shirts and all non driver / non dock will be given special pins. Terminals are rated with the following criteria: Safety, Service, Bud- get, and Revenue Growth Each terminal should see in the next couple of weeks a measurement board which gives you your up to date rating on how your team is doing. We want it the culture at our team that every terminal will want to win this prestigious award. Tom Leonard National Account Manager 3
Now for a peek behind the curtain of Specialized Services . I can’t tell you how often customers have told me “Oh, I talk with Danelle all of the time” so I thought it would be good to introduce her to you. Danelle Jones started with Oak Harbor in 2008 and began working with SpS while we were proving the Specialized Services concept in 2012. She has been the point person for the daily admin- istrative work tied with SpS, which David Stastny means she manages the communi- cation between our customers and carriers for the load opportunities Many thanks for the work you do to help ditional investments to be made for fa- we are presented with. us grow our Specialized Services(SpS). cility, equipment or people resources. We ended 2013 with 40.3% growth over In 2014 we plan to grow our SpS by 2012 and a final number that landed us 30.7% and I believe this to be a very at- 1.5% over goal for 2013. We moved a tainable goal as long as each of us is total of 956 loads with the average reve- taking advantage of the opportunity to nue/load at $1879 and all of our account ask our customers, with each interaction, managers got in on the action with Oc- about their Specialized Services needs tober being our highest participation throughout their Supply Chain. For ex- month at 60.5% of our account manag- ample, from a customer service stand- ers selling loads. It has been very excit- point if a customer indicates a wish to ing to be part of this process and to be have a warehouse closer to Southern involved in the conversations with those California you would forward their infor- of you that have found a way to make I asked Danelle to share a few things mation to Emory Poff or David Stastny this click. I believe you have found and about herself so we could get to for follow up. Or, when a customer calls will find that when you develop SpS busi- know her better. in for rates on a full truckload move from ness with a customer that has a history of Hi, My name is Danelle Jones and I Atlanta to Denver, we can offer a solution using us on the ltl side, our relationship was born in Alameda, CA and raised thru our Specialized Services Group by and connection become stronger and in Wahiawa, HI and now live with my you forwarding that call to Ext. 20115 or they start to trust us as a total transpor- husband and three dogs in Kent, WA. directly to Danelle Jones (see the yellow tation solution. side bar) at Ext. 10037. My extended family is mainly from Now, for 2014 – I believe we have a lot of Oahu, HI and most have moved from In the calls I have made with Account reasons to be excited and here are sever- the island and are now living here Managers throughout our system we al just off the top of my head: which gives us a lot of opportunities have yet to hear from a customer that • When we Continue to Bring Peace of they have no Specialized Services needs. for quality time together on week- Mind thru Creative Solutions our cus- This makes for endless opportunities. ends to BBQ and play traditional is- tomers will take notice and will force us I want to hear from you when you have land music together with our ukuleles to be a larger part of their business. We a question about how SpS can help you and guitars. have been able to grow our business serve your customer or with any thoughts One of my passions is cooking and with good business in the last several you might have about further develop- I enjoy experimenting and making years and I believe that will continue. ing SpS. It is important to me that you unique dishes. My favorite dish is • We have improved our operational are confident in our SpS program so you Kalbi ribs. I also enjoy playing Co-Rec communication tool with Qualcomm. will be comfortable discussing it with our soccer during the summer. customers. • We have the option of eShipping EX- Working in our Specialized Services CHANGE to present to our customers Thanks again for your work and let’s Group has given me great satisfac- where that fits. And… make 2014 be the year it has the poten- tion because I am able to provide tial to be! customized transportation solutions • Our Specialized Services offering al- to our customers and being able to lows us to have conversations with our bring Peace of Mind to our customers customers about their entire Supply is a good feeling. Chain and allows us to grow our busi- ness in a way that does not require ad- 4
Eastern Washington District Update I would just like to share a re-cap of 2013 for this edition and Operations Goal Re-cap recognize both our Operations Teams and Sales Teams for • On Time Service Goal was 98.25 we attained 97.67. We a very successful 2013! Our Sales scorecard had 20 different did our best on this goal we will do all in our power to goals for 2013 I will just touch on a few of the key measures! attain goal in 2014. Sales Goal Re-cap 2013 • Claims ratio for 2012 was 0.30 we came in at 0.28 for • Revenue Goal was $18552 we attained $20123 per day 2013 slight improvement. 108% of goal. • Budget thru Nov 81.38 we came in at 76.33 should make • O/B Bill Count went up 40 bills per day. it for the year as we await Dec results. • Guaranteed Service saw great growth! Average per 2013 was a good year looking forward to good 2014! month in 2012 was 48 we went to 92 in 2013! Joel Spencer Congradulations to the winners of the Best in Class Award for 2013. Winners will be awarded an two paid days off and $250 for a hotel stay, a plaque and use of their company car for the weekend. This year we had repeat winners from last year, Richard Prieto and Mark Weber. They will each get an additional day off and and anadditional $250 for their con- sectutive wins. Salvation Army Drive 2013 Update Through January 20, Oak Harbor Em- make. rate office or direct to your local SA ployees have donated $6,068.63 for location, and as always, you can do- This is likely not the final number as we the Salvation Army. That would make nate used items at a store or donation typically get donations until mid to late our total donation with matching collection site. January. We will report the final number company funds, $12,137.26. in the February newsletter. While this is a significant drop from last Thank you for all your support of the year’s high water mark of $19,6513.60; Salvation Army. If you would like to con- we know the Salvation Army is very tribute further, you can forward financial appreciative of the contributions we contributions to Stephanie at the corpo- 5
Western WA, OR and ID Distict Update Welcome 2014 big thanks to everyone Mike Gardner, Medford Terminal Man- for finishing out a great 2013. ager will go to work on his golf game starting February 2014. Both Districts finished 2013 strong on the revenue side with OR/ID finishing After 18 years of service Mike will be the month at $55,478 on a goal of retiring end of January (see bottom bar), $52,501 or 106% of goal , also adding we wish him the best in this next phase $60k of new cheese to the mix. in his life. Western Washington finished with I’d like to thank the entire Oak Harbor $46,438 per day on a goal of $41,840 or team for all the hard work and dedica- 111% of goal ! tion in 2013 and I am looking forward to a great 2014. Nancy Nicholson for the 3rd time in 2013 was the OR,ID,WW Sales Achieve- Lance Scott ment Award Winner in December. Way to GO Nancy ! Mike Gardiner, MED and KLA TM Retires. If you have been at Oak Harbor For any length of miss most, he commented, “I will miss the people at time you know the name Mike Gardiner, Pictured the medford and Klamath Falls terminals most of all. here with his wife, Mary. January 31 will be Mike’s We have formed great relationships over the years.” last day before retirement. When asked about the changes he has seen at Oak Harbor, he stayed focused on relationships, “When we were smaller it was easy to get to know who your working with, either by visiting them or at our semi-annual meetings. Now the pace is faster and we don’t seem to know people as well.” Starting February 1 Mike plans to get caught up on the projects that have been left unfinished, play more music, Mike plays keyboards in a band called “The East Main Band”, and travel. He is hoping to do another sailing trip with his wife, Mary. Oak Harbor Freight Lines has been enriched by Mike’s service to the company for the last 18 years. We will miss his leadership, his committment and his Mike started as the Terminal Manager in Medford 18 sense of humor and we wish him well in retirement. years ago. He has anchored that role with the addi- tion of Klamath Falls faithfully ever since. Mike’s parting comment: In Mike’s early years the Medford terminal was “the “It will be different not waking up at 4:30am and pre- end of the line.” We served California through inter- paring for another day at Oak Harbor. I am honored to lines, most of which connected through his terminal. have worked for this company but now I am ready to In talking to him, he recalls fondly have Henry be pursue a different course towards the finish line. part of his initial interview and being the last out- post, Henry would visit him often. I wish all the best for my friends at Oak Harbor . . . and the band played on . . . “ Mike has had the benefit of leading a team that is the picture of stability. When asked what Mike would 6
Critical Process Crit-i-cal Proc-ess [krit-i-kuh pros-es] noun, singular 1. a set of systemat- ic series of actions directed to some end which, if completed accurately, will be a foundation for future success. Critical Processes will make us Better. Kevin Kellermann With the first Newsletter of 2014, it gives us the In 2014, we will introduce our Critical Process Re- opportunity to look at some key operations areas views, (CPR) of each terminal in our system. Most that will be instrumental to our success in the com- of you have seen our critical process checklist; if ing year. We covered many items during our Sales not, your terminal manager can show it to you. We Huddle this month, and I wanted to highlight one are working this year to refine this list into an all item in more detail here. inclusive view of the processess we need to be pro- ficitent at to ensure our future success. This will in- clude items related to IB and OB dock operations, Service / Quality P&D, Office, and Overall Terminal Operations . Our team will be focused on refining our critical We are excited to get this rolled out in the 1st QTR processes in 2014, so that we provide consistency with the GROUP 3 terminals (Auburn, Portland, to our internal and external customers each and Sacramento, South Bay, Fontana, Los Angeles, and every day. Reno). Tom Miller and Bob Smith will be leading the CPR team, and will be working side by side with We are aware of the challenges that presented your teams to take Oak Harbor Freight Lines to the themselves in 2013, and the impact they had on next level in Service and Quality! Our customers our long time, loyal customers. Moving ahead, with expect us to be a notch above the competition and a detailed focus on critical processes, the intention this will help us maintain that edge and consisten- will be to ensure we minimize all internal issues, cy as we move through 2014 and beyond. and keep them from impacting our customers. Oak Harbor delivers on the “Milk Run.” Kathleen Collier, a finance and oper- The “milk run” with Oak Harbor has been I am typing this at 9 am and we just ations manager at Johnstone Supply great. We very much appreciate the early finished receiving in our corp order in sent Emory Poff, (LVS TM) this note deliveries! Also, we very much appreci- Santa Ana! about how well our terminals are do- ate the driver, Mike Bartoli (pictured) – he Thank you for working to implement ing with their “milk run” program. is prompt, efficient, such a great solution!” courteous and so very “I have been pretty forthcoming with easy to work with – Kathleen complaints when I have them, so want- please pass along our ed to take a few minutes to say thank good words to his you and pass along some compliments! bosses. 7
Email them. Put it on your blog. Post it up at your home and work place. This positive public pressure will help motivate you. 4. Set up rewards. It’s best to reward yourself often the first week, and then reward yourself every week for that first month. Make sure these are good rewards, that will help motivate you to stay on track. 5. Plan to beat your urges. It’s best to start out by monitoring How to achieve your goals with healthy habits. your urges, so you become more aware of them. Track them for a By Leo Babuata (http://zenhabits.net/) Olympic triathlon this year. It works, couple days, putting a tally mark We’ve all faced the disappointment if you focus on changing habits. in a small notebook every time and guilt that comes from setting a you get an urge. Write out a plan, Now, changing your habits isn’t goal and giving up on it after a couple before you get the urges, with easy — I won’t lie to you — but it’s of weeks. Sustaining motivation for a strategies to beat them. We all achievable, especially if you start long-term goal is hard to achieve, and have urges to quit — how will small. Don’t try to change the world yet the best goals can usually only you overcome it? What helps with your first habit change … take be accomplished in a few months or me most are deep breathing baby steps at first. I started by just even years. and drinking water. You can get trying to run a mile — and by the end through an urge — it will pass. Here’s the solution: Focus instead on of the year, I could run more than 20 creating a new habit that will lead to miles. 6. Track and report your progress. achieving your goal. Keep a log or journal or chart so How do you change your habits? that you can see your progress Want to run a marathon? First create Focus on one habit at a time, and over time. I used a running log the habit of running every day. Want follow these steps: for my marathon training, and a to get out of debt and start saving? quit meter when I quit smoking. 1. Positive changes. If you’re Create the habit of brown bagging It’s very motivating to see how trying to change a negative habit it to work, or watching DVDs instead far you’ve come. Also, if you (quit smoking), replace it with a of going to the movies, or whatever can join an online group and positive habit (running for stress change will lead to saving money report your progress each day, or relief, for example). for you. By focusing not on what you email family and friends on your have to achieve over the course of the 2. Take on a 30-day challenge. Tell progress, that will help motivate next year, but instead on what you yourself that you’re going to do you. are doing each day, you are focusing this habit every day, at the same on something achievable. That little time every day, for 30 straight Most important of all: Always stay daily change will add up to a huge days without fail. Once you’re positive. I learned the habit of change, over time … and you’ll be past that 30-day mark, the habit monitoring my thoughts, and if I saw surprised at how far you’ve come in will become much easier. If you any negative thoughts (“I want to no time. Little grains of sand can add fail, do not beat yourself up. Start stop!”) I would squash it like a little up to a mountain over time. again on a new 30-day challenge. bug, and replace it with a positive Practice until you succeed. thought (“I can do this!”). It works I used this philosophy of habit amazingly. This is the best tip ever. If changes to run a marathon, to change 3. Commit yourself completely. you think negative thoughts, you will my diet and lose weight, to write a Don’t just tell yourself that you definitely fail. But if you always think novel, to quit smoking, to become might or should do this. Tell the positive, you will definitely succeed. organized and productive, to double world that DEFINITELY will do my income, reduce my debt and start this. Put yourself into this 100 saving, and to begin training for an percent. Tell everyone you know. 8
Northern California and Northern Nevada District Update 2013 was one of the most exciting and challenging years I lanes, NEMF, QuikX and The Exchange. have experienced in my 18 years with the company. We were Another piece of exciting news is the relocation of the Sac- blessed with many new accounts but also had to make some ramento terminal. The new location will have an additional tough decisions with others as we work toward refining our 14 doors, which will allow revenue growth opportunities and business. We also experienced operational challenges this much needed operational improvements. Our target move past summer at a couple of our largest terminals that we did date is Feb 11. not forecast and were not prepared to handle. We learned many lessons along the way and I believe our team is now On the last newsletter the photo of the Eureka team did not better than ever before because of the adversities we had to make it in time, so I want to take this opportunity to re-run overcome. this piece and extend the recognition to Alberto Arce, T/M, Tim Bethurum, RED Lead and the rest of the P&D Team for Our team of sales experts also worked diligently on the field being the recipients of the “T it Up Award”. The recognition to find NEW CHEESE and for the most part we were very was awarded to them by David Vander Pol for their significant successful in developing new relationships and getting com- on-time service improvement. Congratulations to the entire mitments from them to our various lanes. This coming year Eureka Team!! brings on new and exciting set of challenges as we position ourselves to have one of our best year in recent history, not only as a district, but as a company. Our focus remains in find- Marcelo Varela ing opportunities destined to our core market unbalanced From left to right: Jose Fregoso, Brett Fancuchi, Robert Kemp, Tim Bethurum Not pictured: Alberto Arce, Jesse Burley, Mark Comer, Marty Raven Scott Parry, New TM in Oak Harbor Helps the Environment in Central Washington. Medford and Klamath Falls In Eastern Washington, we delivered trailers to sites for the Tire Amnesty programs We would like to Welcome Scott Par- in Douglas, Chelan, and Okanogan Counties. Also in this mix is Discount Tire Store ry as the New Terminal Manager for Wenatchee which we haul there used tires to the same recycler. This has been a 2 Medford & Klamath Falls. year long effort between Tire Disposal and Recycle in Portland and Oak Harbor’s Wenatchee Terminal. Scott comes to us with over 20+ years of industry experience on both We have moved 165 trailer loads of tires for recycle since February 2011 the operational & sales side. Welcome to the Oak Harbor family Scott . 9
We received a letter from Michael Hupka, President of United Alejandro Flores took us only about 20 minutes in all thanks to your driver. Not only Product and supply, regarding p&d driver, Alejandro Flores Mike Ody was he courteous and very helpful, he was kind and very likeable. I (pictured left) and dispatcher got to know him the best I could in Service Excellence Mike Ody (pictured right) from those short minutes. He is not only our LAX terminal. a Father of 5 adult children but a Grandfather many times over. “I am writing this letter to share One thing was very clear, he is very with you a very positive series of proud of his family and how he has events that I experienced with your worked many years to put them all company involving one of your through school and that they are employees as well as his supervisor. all very productive and successful We are a supply company HQ people. in Santa Ana, CA. On Thursday I could go on and on about what December 19 we got ourselves I think of Alejandro’s positive into a bind. We had a shipment character but I have to at least say of supplies that we palletized and this, it is no surprise to me that he then scheduled to be picked up has good reason to be so proud of by Mountain Valley (via booking his children and their successes. through unishippers). But we had “Mike” (Mike Ody) answered the Because, I believe through example made an error on the Unishippers phone. Mike was very courteous and he passed on to them the kind of website and unbeknownst to us, extremely helpful. He understood our work ethic you can only dream our shipment was not actually dilemma and promised me he would of having in an employee. As a scheduled for pick up. find a driver to come pick up our business owner, I know very well pallet. I could not believe it with such When closing time came at 5:30pm how rare it is to find an employee short notice. we realized that there was a who possesses the kind of value problem as our full pallet of supplies Mike made good on his promise. Alejandro brings to a company. to be shipped was still sitting in Within an hour and a half, your Please, recognize Alejandro for our parking lot. We do not have a driver, Alejandro Flores arrived. his outstanding service to your warehouse, or a forklift. Not even a Unfortunately, the paperwork we company as well as his supervisor pallet jack. We are strictly an office submitted through Unishippers did Mike. I can tell you right now for location and we typically drop not indicate that we needed a truck sure, because of this experience I ship all of our products between with a lift-gate and because it was so had with your company last week, our distributor locations to our late, our neighbors were not there to I will be selecting Oak Harbor for all customers in CA and TX. lend us a forklift either. Needless to of our LTL shipments, even if your say, Alejandro who had just fought This particular pallet weighed about price is a bit higher than your next his way through traffic to get to us 560lbs and earlier in the day it took competitor. It is worth it.” could not have been happy about us at least a half hour to palletize this as my suggestion was we needed Thank you and wrap it up in our parking lot. to break the pallet down and then Not only was it important for us restack and wrap the pallet inside his Michael J Hupka to get the shipment out to our truck. President customer for delivery the next day but this dilemma meant we were Well, Alejandro not only whipped his faced with having to break the truck around to make the transition Thank you Mike and Alejandro pallet down only to haul it into our more convenient for us, but he for our outstanding service to office piece by piece to store until jumped in and helped us break the our customers. Like Mr. Hupka, the next day. This was not a good whole pallet down, then helped load we too beleive it is our service alternative. it piece by piece back onto the pallet and commitment to bring peace inside his truck AND even helped of mind that sets us apart from So, instead of Mountain Valley, I wrap the pallet with shrink wrap!!! our competitors. called you folks at Oak Harbor at This kind of customer service in your 6pm in a panic. Your dispatcher industry is absolutely unheard of. It 10
Kevin Laughlin ==> Central Rates “Just wanted to let you know that the work group that reports to you is awesome. (You already know, eh?) They are quite a team! They are so helpful and efficient and make my job much easier as I am on the road a lot with two terminals and lots of miles to cover. My customers have commented on more than one occasion that our cus- tomer service and rate dept are the best! Keep it up as expectations are high now!” Christin (scratch and Peck feeds) ==> Mike A and Portland team Happy New Year! I just wanted to pass on gratitude for all that you do for us and how easy it is to do business with OHFL! You really contribute to taking much of the stress out of shipping to our wide variety of customers. Also, I wanted to make sure to share how impressed we were with the Portland Terminal today. They really helped us out with a mis-la- beling of BOL on notification call verses appointment call regard- ing a rush shipment! Thanks again for everything and we look forward to a fun 2014! Diane Gonzales ==> Denise Roseth and Renee Bollen “I wanted to complement both Denise and Renee on their efforts with the Canada Billing. They have come together to change the process enough to go smoothly and timely for the manifest to be completed before Renee leaves. Denise & Renee, your dedication and sincere efforts are recog- nized.” To “Tag” Someone send comments to Mhobby@oakh.com Name Years Location Job Title Thomas Daughters 1 Portland Driver Beau Kimbrough 1 Reno Driver Linda Gross Ricardo Alvarado 1 Yakima Driver Dustin Treese 1 Eugene Dock Douglas Lee 1 Klamath Falls Driver Elizabeth Bardorf 1 Portland Dispatch Roberto Martinez-Del Valle 1 Reno Dock John Jacobson 1 Sacramento Ops Manager Victor Bustos 1 South Bay Dock 11
Feb. Anniversaries Name Years Location Job Title Mike Brooks 24 Auburn Linehaul Manager Randy Smith 24 Auburn Driver Mike Calvert 22 Eugene Driver Linda Gross 21 Spokane Customer Service Benjamin Manzanares 17 Sacramento Driver Helen Malone 16 Corporate Rate Clerk Mark Lucas 15 Sacramento Dock Daniel Sisneros 13 Coos Bay Driver Marcos Partida 13 South Bay Driver Tanyon Dreier 13 Portland Hostler Debra Ainsworth 11 Sacramento Customer Service Kevin Sengbush 11 South Bay Driver Larry Yem 11 South Bay Driver Jim Drummond 10 Wenatchee Driver Brett Parker 9 Auburn Mechanic Jonathan Salcedo-Ramirez 9 Reno Dock Mike Brooks Richard Harris 9 South Bay Driver Matthew Gonzales 9 South Bay Dock Supervisor Dale Ward 8 Boise Driver Martin Sepulveda 8 Fontana Driver Kenneth Blanton 8 North Bay Driver Jeffrey Bobbett 8 Redding Driver Harold Lewellyn 8 Boise Driver Linda Warren 8 Corporate AR Darren Marks 7 Los Angeles Mechanic Melissa Edgerton 7 Medford Customer Service Randy Smith Daniel Supenia 7 Klamath Falls Driver Samuel Kenbok 7 Reno Driver Sergio Garcia 6 Spokane Dock Sofi Sataraka 4 South Bay Driver Alvaro Rangel 3 Pasco Driver David Weiser 2 Portland Mechanic Michael Schroeder 2 Yakima Driver Solomon Cook 2 North Bay Driver Oscar Beltran 2 Reno Driver Mike Calvert Brad Filippone 2 Reno Driver Giovanni Torres 2 South Bay Dock Jacob Peterson 1 Auburn Dock Troy Huston 1 Eugene Dock Kris Mueller 1 Fontana Driver Eduardo Nazario 1 Los Angeles Dock Continued on Page 11 12
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