"I Am Holland": Gail Curran
We present our prestigious "I Am Holland" award to employees who demonstrate at a high level our core values of integrity, respect for others, excellence in all areas of customer service, and dedication to hard work and continuous improvement.
Gail Curran, a customer service representative in Wheeling, Ill., is one of the nine 2009 award recipients.
A customer sums up why Gail earned this honor:
"Gail is the best customer service agent I have come across in a very long time . . . She worked hard to solve the problem. She called me back and let me know it was resolved. And she continues to watch our company, to be sure things are correct. She is caring and professional."
Our thanks go to Gail Curran for helping deliver confidence with every shipment, every day.
'Tis the season to protect from freezin'
Mark your shipments and bills of lading with "Protect from Freezing" to receive specialized freeze-protection services:
> Available on all direct-service points, including Ontario and Quebec
> Pickups made 5 days a week, including Fridays
> Featuring technically engineered and environmentally friendly CargoQuilt® covers
> Warm rooms available for weekend use
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Happy New Year!
Thank you for placing your confidence in Holland during 2009.
With the new year comes 12 new months of possibilities.
We hope yours are filled with good health, good fortune and much happiness!
Have a question or comment?
Let us know.
What's New at Holland
From adversity to innovation; a year in review
Looking back, 2009 was a year of change for our customers and Holland.
As companies rethought their supply chains to compensate for the recession and its corresponding declines in demand and staff sizes, Holland was busy developing new ways to help customers excel in a soft economy.
Here are a few ways we are now better able to help you eliminate time from your supply chain, respond faster to market demands, and mitigate the risks associated with lean operations, just-in-time processes and outsourcing activities:
- Launched Guaranteed Window service with new levels of flexibility to deliver within a single day or multiple days
- Re-engineered our network to strengthen our leadership position in next-day service and provide even better on-time performance
- Introduced more Guaranteed Expedited service options for Canada
- Redesigned our website with a new look, additional content and more interactive capabilities
- Accelerated transit times between Springfield, Mo., and the Chicagoland area, now offering next-day service on 124,000 additional origin/destination points
- Accelerated transit times on more than 496,000 origin/destination points out of Worthington, Minn., with new one-day service to St. Louis and two-day service to Atlanta and Decatur, Ga; Chattanooga, Tenn; and Birmingham, Ala.
- Built confidence in our next-day service with the Next-Day Experts program, promising customers $100 toward a future shipment if we failed to deliver any qualifying shipments on time
- Enhanced our Rewards Program with double bonus points to loyal customers that ship guaranteed or expedited
Finding innovation out of adversity is nothing new for Holland. As we celebrated our 80th anniversary, we remembered other turbulent economies in our history. As in the past, we persevered when others failed; our service excelled when others fumbled.
As 2009 recipients of the Logistics Management magazine Quest for Quality Award in two categories and the Canadian Transportation & Logistics Shipper's Choice Award, we are pleased that shippers once again showed they valued the services Holland offers.
Every single Holland employee owner understands that the most important thing we can do is to provide superior service to our customers, every shipment, every day. Thank you for choosing Holland. We're here today . . . we're here to stay . . . for you, our valued customers.
As we celebrate the holidays, we also remember the needs in our communities are great. With the rise in unemployment, more people are seeking help for the basics of food, clothing, and shelter. Other good causes, such as disease research, educational institutions, and religion-based ministries have a continual need for funding.
Despite cuts in pay, our Holland employees, along with those in other YRC Worldwide companies, continue to show their character and compassion. Jeans Day events raised thousands of dollars for dozens of organizations, including St. Jude's, muscular dystrophy, Special Olympics, Boys and Girls Clubs, and Boy Scouts of America. We are collecting toys, food, clothing and sundries now for local food banks and children's services. And we can't forget our employee's yearlong commitment to Christina's Smile and United Way!
We mention these activities not to boast but to beseech. In this year when so many are in need, we hope you, too, can find a way to make a difference.
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News & Other Services
Extreme service for an extreme makeover
Totally remodeling a house in just one week takes velocity and precision. So it's no wonder a major supplier for the "Extreme Makeover: Home Edition" TV show shipped with Holland for the project in Lexington, N.C.
As soon as our Greensboro service center (the destination center) saw the shipment in the system, they began calling to schedule an appointment for its delivery. After four days and multiple messages, the customer called back about 7 p.m. on Friday night in a panic. The shipment was scheduled for installation the next morning; could we deliver it yet that night?
In spite of the late hour, our driver, Reid Hedrick, made the 45-minute drive to the job site. Prior arrangements allowed Reid to drive directly onto the property where he was enthusiastically greeted by the makeover team. Product installation occurred on schedule.
It's another example of Holland going above and beyond for customers. And who knows, maybe you'll see our equipment on the job site when the program airs in February!
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News From YRC Worldwide
YRC Worldwide security program ranked #2 by Security magazine
In its annual Biggest and Best top 500 listing, issued in November, Security magazine ranked the YRC Worldwide security program #2 in the Transportation, Logistics, Supply Chain and Warehousing category, beating out many household names. The publication acknowledges that while shipping volumes slowed, regulatory actions increased for the category. Today's leaders in security are creating value for their companies and customers and providing tactical security.
YRC Worldwide regional companies successfully re-validate C-TPAT certification
YRC Worldwide regional subsidiaries Holland, Reddaway and New Penn successfully completed their revalidation in the U.S. Customs-Trade Partnership Against Terrorism (C-TPAT) program. Participation in this and other programs for shipment security provides customers faster border clearance for their goods in addition to a more secure supply chain, dedicated lanes and a strong U.S.-Canadian Customs partnership. Read more.
YRC Logistics named a Top 3PL by Logistics Quarterly magazine
YRC Logistics is once again on the list of Top 40 North American 3PLs as identified by Logistics Quarterly in its 2009 survey. The publication explains that with their size and scale, these leading 3PLs can be the sole lead logistics providers for medium-size companies, the 4PL for Fortune 500 companies or the LLP for a division of a Fortune 500 company.
YRC Logistics sells U.S. dedicated contract carriage business
YRC Worldwide subsidiary, YRC Logistics, sold its U.S. dedicated contract carriage business to Greatwide Logistics Services, LLC, a leading provider of dedicated services in North America. The sale includes customer contracts and the tractors and trailers used in this part of the YRC Logistics portfolio. The sale was a strategic move by the company toward a more asset-light business model and aligns resources at YRC Logistics to focus on its core offerings, including transportation, distribution and global services. YRC Logistics continues to provide dedicated contract carriage service in Canada. Learn more.
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Bi-partisan group seeks extension of surface transportation act
In a Nov. 17 letter, key senators asked Senate Majority Leader Harry Reid and Minority Leader Mitch McConnell to override objections to a six-month extension of the surface transportation act. The extension has been blocked by senators who don't agree with using unspent bailout money on infrastructure projects. The bill expired in September and two short-term extensions have allowed continued funding to the states.
ISM manufacturing index down in November
The Institute for Supply Management, a leading index for U.S. manufacturing activity, slipped from 55.7 in October to 53.6 in November. An index above 50 indicates expansion. Despite the slip, "The manufacturing sector grew for the fourth consecutive month in November [and] while the rate of growth slowed compared to October, the signs are still encouraging for continued growth as both new orders and production are still at very positive levels," said Norbert Ore, chair of the ISM business survey committee.
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Tips to Make Your Life Easier
12 safety tips for winter driving
Our professional drivers have experienced all types of bad weather and learned a lot about staying safe. Now that winter's upon us, here are 12 tips to help you stay safe. You may have heard many of these before, but when it comes to safety, a few reminders can't hurt.
- Be prepared. Be ready for whatever you may encounter with:
- Proper clothing (loose layers of clothing, extra gloves, rain gear)
- A flashlight in the glove box
- A blanket, food and water
- A bag of sand or salt and extra windshield washer fluid
- A windshield scraper
- Jumper cables
- Tire chains or traction mats
- At least a half tank of gas at all times during the winter
- A plan for long trips and the range of weather conditions you may encounter
- Complete a pre-trip inspection. Professional drivers are required to inspect their vehicles before every trip. They do a visual, hands-on inspection and check all important items, including tires, wiper blades and fluid and lights. Check your vehicle often. Be sure to have a mechanic check it at the beginning of the winter. And check your spare tire regularly.
- Slow down. Many accidents occur in the winter because drivers are going too fast for conditions. A slower speed gives you more time to react if something occurs. Extra patience and care for other drivers can help a lot this time of year.
- Give yourself extra space. Allow more room between you and other vehicles. You should always have enough space and time to move out of harm's way.
- Hold your steering wheel firmly. Sudden, sharp moves can quickly cause you to lose control of your vehicle. Keep your vehicle steady through ruts in the road, heavy wind and on ice.
- Brake and accelerate lightly. Try not to do anything forcefully in bad weather. When you need to slow down quickly when roads are slippery, try lightly pumping your brakes. This reduces your chance of locking your tires and spinning out of control.
If your vehicle has an anti-lock braking system (ABS), you should press and hold the brake down as far as possible in an emergency. The ABS prevents wheels from locking, enabling you to steer around obstacles.
- Watch for black ice. Black ice is a dangerous road condition. It is a thin layer of transparent ice that forms when the temperature is close to freezing and sometimes makes the road look slightly wet. It is difficult to spot, so when the temperature gets close to freezing, look for clues:
- Ice build-up on your mirror arms, antenna or the top corners of the windshield
- The spray from tires on vehicles in front of you stops
- Use extra caution when approaching bridges. Elevated structures, such as bridges and highway overpasses, usually freeze first, and many are not treated with ice/snow melt materials (salt, sand) like the rest of the road. Many vehicles travel fine on the highway, but as soon as they get on a bridge, they spin out of control. Black ice often forms on bridges.
- Be alert to hazardous mountain conditions. Mountain weather can be severe in winter and can change rapidly. Be ready for wind gusts and watch and/or listen for emergency vehicles and snowplows.
If at all possible, do not stop in avalanche zones. Obey posted rules. Tire chains may be required for certain routes.
- Obey all road signs. A simple, yet effective tip. Safety authorities post this information for a reason. Many drivers get into trouble just by ignoring a sign.
- If stranded or stuck, stay in your vehicle. If you get stuck in a bad storm or blizzard and you can't see a close place to seek assistance, stay put! It's easy to get confused in a bad storm, and you may get lost.
This is a time to use those supplies mentioned in tip #1. You should also keep moving to stay warm. To avoid carbon monoxide poisoning, keep the exhaust pipe clear of snow, and open a downwind window slightly for ventilation. Run your engine for only 10 minutes each hour.
If conditions look bad, get off the road. Don't push your luck. Use your best judgment. Listen to weather reports and warnings and react appropriately.
The last, but certainly not the least-important tip: Never leave without your "keys." Our drivers are trained in the Smith System® safety education program that uses the "Five keys to space cushion driving." The five keys are:
- Aim High in Steering: Make sure you're looking far enough ahead of your vehicle, so you have time to react to any hazardous situation.
- Get the Big Picture: Look all around your vehicle.
- Keep Your Eyes Moving: Continuously scan the entire area.
- Leave Yourself an Out: Always have an escape plan for you and your vehicle.
- Make Sure They See You: Make other drivers aware of your presence.
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