Milgram’s Management Workshop

September 21, 2013

MILGRAM    The  Importance  of  Change  

A company must continually evolve or risk being bypassed by its competition. Of course that’s not to say that we want to change just for the sake of change. To the contrary, we strive to make strategic changes that will make us stronger and more competitive, and improve our quality of life at Milgram. And while change is a serious matter, there are some humorous aspects to it too, as you will see from the responses that follow ...

Jay M. Goldman

MILGRAM    Change  is  good  :-­‐)      

When  we  say  that  “Change  is  good”,  people  respond  in  many  different  ways...        

...  “OK,  but  you  go  first”  (Anonymous)  

...  “OK,  so  what’s  taking  you  so  long?”      (Mina  La  Rocca)  

...  “Yeah,  change  is  good,  but  paper  money  is  beCer”  (Joel  Milgram)  

Jay M. Goldman

MILGRAM    Change  

“It  is  not  the  strongest  of  the  species  that  survive,  nor  the  most  intelligent,  but  the  one  most  responsive  to  change.”    (Charles  Darwin)    

Jay M. Goldman

But the most important message of change we can learn is this:

And that’s why at Milgram we say that change is good: we know that if we want to be leaders in our field, we need to embrace and be responsive to change, and to constantly evolve.

•  New Position - MFS Pricing Manager (Toronto)

•  Advancements to MFS’ new Truckmate system

•  New Position - Application Development Manager

•  New Payroll system

•  Improvements to MIS’ Pricing system

•  Expanded our Application Development Team

MILGRAM    2012  –  2013  Changes  &  Highlights  

•  One of Canada’s Best Managed companies (again :-)

Jay M. Goldman

A brief recap of changes and highlights from the past year:

Change is good :-)

•  Document Imaging & Workflow system underway •  Lots of new clients!

•  Application for MIS’ FMC Status (USA) has been submitted and is awaiting approval

•  We have conducted our 1st Webinar

MILGRAM    2012  –  2013  Changes  &  Highlights  

•  Help Desk has been successfully launched

Jay M. Goldman

A brief recap of changes and highlights from the past year (continued)

MILGRAM    How  did  we  do  in  2012  –  2013?  Last  year  we  said  that  the  recessionary  climate  would  put    pressure  on  sales  and  operaEons.  That  proved  to  be  true,    

with  weak  growth  in  North  America,  Europe  and  Asia.  

We  said  that  our  exisEng  clients  would  do  less  business,  which  meant  that  we  had  to    

sign  up  lots  of  new  business.    

And  as  you’ll  see  later  -­‐  we  delivered:      MFS  –  15%  growth  from  new  biz  MCL  –  4%  growth  from  new  biz  MIS  –  4%  growth  from  new  biz  

 Of  course,  many  of  our  exisEng  clients  did  less  business  and  that  offset  some  of  this  growth,  but  overall  we  did  very  well  and  actually  outperformed  the  economy.    

Jay M. Goldman

MILGRAM    How  did  we  do  in  2012  –  2013?  

We  undertook  to  grow  through  AcquisiEons  &  Partnerships:  Acquisi'ons:  We  announced  that  we  had  an  agreement  in  principle  to  acquire  a  freight  forwarder;  BarthcoDart  Canada  Inc  

Partnerships:  We  have  a  new  agency  relaEonship  in  place  for  Indonesia,  and  will  soon  be  making  changes  in  Hong  Kong  as  well.  

We  are  developing  a  new  relaEonship  with  a    US  Customs  Broker,  which  should  provide  us  with  lower  costs  and  increased  automaEon  for  our  US  Brokerage.  

Jay M. Goldman

MILGRAM    How  did  we  do  in  2012  –  2013?  

We  also  undertook  to  focus  on  automa'on  and  we  have  a  lot  to  talk  about  in  that  regard:  

•  Improvements  to  MIS  Quote  System  •  Workflow  Management  •  Document  Imaging  •  Truckmate  •  Lots  of  EDI    

Jay M. Goldman

•  We  also  spoke  of  the  importance    of  selling  mul'ple  services,  and  this  past  year  60%  of  our  sales  involved  mulEple  Milgram  services.  

•  We  spoke  of  managing  our  costs,  in  light  of  the  weak  economy.  We  did  an  excellent  job  this  year  and  kept  a  Eght  control  on  our  spending.    

•  We  promised  increased  visibility  for  our  Managers  and  Supervisors,  and  Angie  has  done  a  wonderful  job  in  providing  them  with  Budget  and  Financial  informaEon.  

MILGRAM    How  did  we  do  in  2012  –  2013?  

Jay M. Goldman

MILGRAM    What’s  in  Store  for  2013  –  2014?  

Our  strategic  plan  is  working  well  for  us,  and  we  will  be  sEcking  with  it  for  this  year.    

We  are  invesEng  in  sales,  business  development  and  technology,  and  have  been  expanding  our  sales  teams  and  our  applicaPon  development  team  as  well.      We  have  an  increased  focus  on  US  companies  doing  business  in  Canada,  with  a  parEcular  focus  on  US  Retailers,    Apparel  and  Footwear  companies.      •  Joined  the  American  Apparel  &  Footwear  Ass’n    •  HosEng  our  first  webinar  next  week    

Jay M. Goldman

MILGRAM    Summary  

We  did  an  impressive  job  in  meeEng  our  objecEves  last  year,  and  the  pieces  are  falling  into  place  

...with  an  increased  focus  on  sales  and  

technology.  

We  like  the  direcEon  we’re  taking,  so  we’re  sEcking  

with  it  for  this  year..  

Jay M. Goldman

Milgram Newbies

M

Fiscal 2013 successes

•  Automation •  Excellence •  Teamwork •  Wowing our clients •  Sales initiatives •  Dedication and

hardwork!

ML

Fiscal 2013 successes

ML

Successful eManifest Seminars

300 New Clients Including Crocs, Dynamite, PVH,

Cameo, Mark Edwards & Stackpol.

MIS Pricing System

Allows for Mass Updates

MIS staff teaming up with India so

that clients receive pre-alerts

quickly

Fiscal 2013 successes

ML

PARS  on  all  air  shipments  going  into  Simard  

AutomaPng  all  inside  sales  acPviPes  though  

Salesforce  

GMCR  was  so  impressed  with  MFS’  service,  we  were  awarded  new  lanes!  

Saving  8  hrs  per  week  by  converPng  3  MCL  Toronto  clients  to  EDI  

A  client  was  objecPng  to  our  delivery  fees  so  

Larry  suggested  they  arrange  it  

themselves.  Two  weeks  later  we  were  

back  doing  the  deliveries.    

Fiscal 2013 successes

ML

Emailing  automated  

reports  to  users  instead  of  

sending  them  to  printers.  

Going  paperless  

with  insurance  claims  

Receiving  rave  reviews  (love  fest)  from  Avmor  new  MCL  client  

Saved  a  client  $20k  of  duPes  and  taxes  in  a  customs  audit  –  sexy  safari  prayer  

shawls!  

Protosion  praising  MCL  team  that  

“Milgram  invests  in  knowledgeable  

staff”.  Mark  helped  client  get  his  

shipment  across  the  border!    

Hats  off  to  Milgram  for  great  EDI  client  

projects!    

Net Revenue growth

ML ML

Afternoon Agenda

•  Survey results from last year’s session •  Review of last fiscal year 2012-2013 •  Vision and Values •  2013 – 2014 Goals

• MIS, MCL, MFS •  IT

•  Sales • Milgram University

ML

Living up to our vision statement

“Milgram’s vision is to become a center of

excellence and innovation, capturing all

facets of our clients’ logistics business as one

united team”

M

United Team!

ML

Europe Import

Department successfully

integrated into Team B Encouraging staff

to transfer divisions and

grow. Mathew and Jessica moved to

Dispatch, Yuni moved to MFS and

Julia to Toronto

MFS Toronto Ops, Pricing

and Sales working as a

united team to close new business!

Great team work between

Ops and IT across all

divisions and departments

MCL Van and Tor office working

closely to transition

Kumho client from

Vancouver to Toronto

CRD and sales dept working together on a

new client onboarding checklist!

MIS and MCL collaborating

in moving MIS air to HO

MCL and MIS collaborating

to include transaction

numbers electronically on the freight

invoices

Shave to Save

M

Ride for Heart

M

•  Raised $5,000

Vision and Values

M

•  Toronto office supporting a women's shelter for the last 7 years.

•  Collections include food, diapers and clothing. Contributions from clients but the majority from staff.

•  Over 50 boxes donated this past year

Vision & Values - supported charities

M

Halloween!

M

Afternoon Agenda

•  Review of last fiscal year 2012-2013 •  Vision and Values •  2013 – 2014 Goals

•  MIS, MCL, MFS

•  IT •  Sales

•  Milgram University

ML

Corporate Plans

•  Last year we set ambitious goals many of which are still in progress and close to the finish line!

•  Budget for 2014 will be to beat 2013 numbers

•  Divisional and departmental goals have been set across the company.

ML

Performance evaluations and goals

M

Divisional

Departmental

Individual

•  Sharing and cascading goals throughout Milgram

•  Tying to performance evaluations

MIS Divisional Goals

•  MIS 2.0 (new system)

•  Incorporate Exports into MIS 2.0

•  eManifest

•  Obtain FMC license – improve selling/buying power to US

•  FedEx reseller program

•  Diversify strategic alliances with global agents

•  Further develop Exports and Europe

•  Maximize profitability on each file M

MCL Divisional Goals

•  Implement Document Imaging and workflow system

•  Identify, document and streamline MCL operations nationally

•  Create checklist and visit all clients with sales reps for accounts over 100 entries

•  Track and reduce cost per clearance

MB

MFS Divisional Goals

•  Full implementation of new ERP - Truckmate •  Actively support new business development, including new

clients, new lanes and new services •  Improve quote times and quote success rates •  Increase strategic partner carrier base •  Increase service offerings through introduction of new

specialties (i.e. flatbeds) and new lanes. J

Accounting Department Goals

•  Automation, automation, automation! Reduce manual processes

•  Improve MCL billing process •  Support and participate in

implementation of doc imaging

ML

•  Participate in the transition of payables from Alpha to GP •  Encourage and participate in EFT with suppliers •  Participate in Simard EDI automated invoice interface

system

Afternoon Agenda

•  Review of last fiscal year 2012-2013 •  Vision and Values •  2013 – 2014 Goals

• MIS, MCL, MFS

•  IT •  Sales

• Milgram University

ML

Roles  of  Eric  and  ChrisEan  

•  All  PCs  •  Servers,  fax,  copiers,  Security,  Network,  Building  services  

•  Phones  for  all  locaEons  •  EDI  with  clients,  vendors,  agents  

Eric  (Infrastructure  

Team)  

•  Development  •  Projects  Management  •  Soiware  Architecture  and  Design,  Coding,  TesEng,  Deployment  

ChrisEan  (ApplicaEon  Development)  

New  Kid  on  the  Block  

•  Improve  communicaEon    

•  Put  in  place  best  pracEces  

•  Standardize  tools  and  methods  

• Manage  prioriEes  and  workload  

•  Increase  quality  and  stability  of  systems  

ChrisEan’s  mandate  

C

Soiware  Development  Team  

Alpha  

Hiep  

Xuan  

 Michel    (Alpha,  EDI)  

MIS  2.0  

Luong    (MIS  

support)  

Youssef    (MIS  2.0)  

Mohammed    (MIS  2.0)  

Victor    (MIS  2.0)  

MCL  2.0  

Anis    (MCL  2.0)  

Alexis    (MCL  2.0)  

Lin  (FileMaker,  MCL  2.0)  

Various  

Steven  (PHP,  EDI)  

Steve  G    (BA,  PM)  

Dan  (DBA,  reports)  

Simon    (CCIS)  

C

Soiware  Development  Projects  (External)  

Corporate  

Document  Imaging  

Defining  strategy  for  the  Alpha  

CCIS  (one  central  client  database)  

MIS  

MIS  2.0  Booking    (presented  by  Costa/Steve)  

MIS  2.0  –  eManifest    

MIS  Exports  system  

MIS  Quote  System  

MCL  

MCL  2.0  

IRS  2.0  

MFS  

Truckmate    

Phasing  out  FM  for  transport  

C

What  is  the  CCIS?  

CCIS  

CCIS   IRS  

MCL  (Alpha,  MCL  2.0)  

MFS  (Alpha,  

FM,  TMW)  

MIS  (Alpha,  MIS  

2.0)  

CIS  

Soiware  Development  Projects  (Internal)  

SharePoint  Development  Portal  (CommunicaEon)  

Agile  –  OnTime  (Project  management)  

Enterprise  Architect  (Architecture  and  Design)  

Doxygen  (Code  Doc)  

Git  (Code  control)  

SeparaEon  of  environments  (beCer  quality)  

Centralized  Error  Logger  (faster  response)  

Infrastructure  Team  

System    support  

Mihai     Mawlid  

Help  Desk  

Neil   Zareer  

Infrastructure  Projects  

•  Help Desk - 4000  Eckets  in  6  months  =  30  Eckets  a  day!  

•  Phone System

•  Windows 8, Office 2013, new anti-virus

•  Overall system performance

•  EDI with agents, clients, suppliers and government agencies

Afternoon Agenda

•  Review of last fiscal year 2012-2013 •  Vision and Values •  2013 – 2014 Goals

• MIS, MCL, MFS

•  IT •  Sales

• Milgram University

ML

Success Stories

•  500 new clients representing 8% sales growth •  60% of new clients signed on to multiple services

G

Industry breakdown in 2012

G

Successfully diversified industries in 2013

G

Sales Team Goals

•  Sales Team is aiming to grow their individual sales by an average 15%

•  Leveraging memberships & associations to increase brand & grow business (e.g. AAFA, TBOT, CCCA, COPA, CIFFA, St.Leonard Chamber of Commerce)

•  Continue training seminars

•  Continue trade shows

•  Work closely with operations

G

Sales Strategy - Education

G  

•  We conducted three eManifest seminars with the support of the CBSA

•  Results included:

•  New MCL & MIS business

•  New & existing clients are changing buying terms from CIF to FOB

Sales Strategy – Education

G  

Do you have control of your freight? •  Do you know who is handling and

moving your cargo? •  Do you know how it will be shipped and

how long will it take? •  Do you know what it is really going to

cost? •  Don't forget eManifest! Is your freight

forwarder ready?

There are many reasons to take control of your freight and move away from CIF/CFR shipments!

We sent an emailing to clients regarding their terms of sale, the importance of controlling their own freight, and the benefits of switching to FOB:

Sales Strategy - Education

G  

•  We conducted our first webinar which was entitled: Demystifying the Canadian Importing Experience

•  We used our first webinar to gain a broader audience over the web, with greater capability to target NRIs

•  The webinar was conducted through the AAFA and informed American apparel and footwear companies on making inroads into the Canadian market.

Sales Strategy - Campaigns

G  

•  Broader outreach through mass mailing with newly acquired lists (Scotts Directory)

•  Targeted promotion of our MIS service via email campaigns

Upselling program – employees with highest sales

•  Over 40 winners to date of the $200 client referral program!!!

•  We paid out $9000

G  

Afternoon Agenda

•  Review of last fiscal year 2012-2013 •  Vision and Values •  2013 – 2014 Goals

• MIS, MCL, MFS

•  IT •  Sales

• Milgram University

ML

   

Progress Report: •  Educational committee has been formed.

•  Core course structure is in development

•  We are defining the roles of all parties involved

•  We are developing intensive course material (ie

importation of food products)

•  We have interviewed outside trainers

•  We have initiated discussions with internal trainers

Milgram University

   We have defined the roles and responsibilities of each group •  Responsibility of students/learners is to:

–  Have tolerance for the diversity, complexity and the different cognitive abilities of the other students.

–  Commit to participate in each scheduled session and be on time.

–  Demonstrate respect for others. –  Cooperate with the teacher/moderator/students. –  Understand that learning is a privilege not to be taken for

granted. –  Be willing to share their ideas with others. –  Communicate openly and ask questions. –  Undertake to complete any assignments and work related to

the course. –  Provide feedback on the teacher and course material.

Milgram University

   Responsibility of managers/supervisors/team leaders:

•  Ensure that the employee is given the opportunity to participate in the Milgram University

•  Ensure that the operational needs of their department are taken care of when an employee participates in a learning session.

•  Encourage, motivate and support the employees

•  Ensure that the employee attends every class and on time.

•  Apply fairness within the teams for all students to have the opportunity to attend class.

Milgram University

   Milgram University

•  MS  office  (excel)  •  French  language  •  Management  training  •  Sunlife  Lunch  and  learn  •  Vision  and  value  •  Booklic  

•  MCL – Food course •  MCL – Textile course •  Seminars/conferences

CIFFA •  Partners in Protection

Programs and offerings that are currently underway:

   Milgram University

Booklic  stats  aier  one  year:    107%  borrowing  rate  WE  ARE  LEARNERS!