Ontime Compliance Report Service is our lifeline Ontime

On-time Compliance Report • Service is our lifeline – On-time delivery is a key factor in customer satisfaction – Safety is only accomplished by accurate planning and communication • Our On-time percentage was slipping – Why?

Why • • • New Drivers? Complacent drivers? Hiding behind hours of service? Poor Dispatch planning? Poor communication of expectations?

Management • In times when freight is plentiful, it is easier to not punish for poor performance, due to a driver already having a reload. – Are you going to penalize the next customer?

Solution • Identify the problem before it happens – Email sent at the end of each day predicting what problems will be in the morning. • Review and Identify and Act – Dispatch sends another email by 7: 30 in the morning update load planners and management of service failures. – “Compliance officer” makes decision of corrective action and authorizes non-profitable remedies

Truck# Location Reason Action OK John called Lance on Sunday from MO looking for paperwork for load 1 hour prior to his delivery in OK. Claimed he got sick. Looking at Qualcomm, John went through the house, for sleep, which is fine, came to Windom for load to relay in MO, went back to the house until Saturday night. That is all he did since Saturday morning. Was supposed to deliver , OK at 16: 00 on Sunday. 510 TX Miles did get 10 hours off in IA. He needs to drive a full 11 hours today to make his delivery on time. Historically he has not been able to do that. We will see how he does. 712 WI Left the house too late for his delivery, he did call Lance this morning before 7 am. He has a reload out of WI to NM and a reload out of NM to WI. We should not give him this good of freight. WI His loading appointment for 16: 00 11/4 and delivery of 12: 30 11/6 are not conducive to legal dispatch. Delivery appointment should have been changed last week. Dispatcher error. Craig needs to keep better track of what he is expecting a driver to do. We will need to move Larry's Marshfield, WI to Cloquet to a different truck or the brokerage. UT Poor math by Craig. Mc. Carty did not have enough time to make his delivery when asked to meet a truck in IA on Saturday am, then bring the load to Windom, grab an empty and go back to IA for the load. In perfect world, total driving time 26: 38, two 10 hour breaks = 46: 38, add fueling and we've gone past 48 hours total time, allowing no margin for error. Craig has contacted customer to reschedule. 785 729 769 Lance called Nancy on Sunday to work at rescheduling the load. Still waiting to hear. John should be last truck to reload out of New Mexico region for the day he ends up delivering and explained to him why. Cost

Communication • Compliance sheet is filled out detailing what happened and what will happen. • Driver is possibly removed from next load if late by his own accounts. – Another truck may come from farther away for the load, or load may be brokered. – Driver may not get home when scheduled. Late load will affect his total week.