b'6American Journal ofTransportation ajot.com(INVESTScontinued fromat the various terminals. Often-page 4) times, the implementation of new Afullevaluationofthetechnologies fails because there operationswaslaunchedbyisnt the high-level commitment shiftingkeypersonnel.Tech- to its success nor the necessary nology alone never solves prob- follow-up to see if its working lems, Pierce emphasizes. Youas it should, Pierce says. So we have to do a thorough analysis tohaveastrongprojectmanage-identify the processes that mustment team in place and all our be changed for improvements. projectslarge to smallare in TheBaltimorefacilitywassystem where we can pay atten-lagging in terms of truck move- tion to how everything is work-ment. We instituted an appoint- ing and identify what needs to be ment system along with self-servefixed or improved.kiosks where drivers could quicklyLOGISTECstechnology access the information they need toimplementation among employ-get on their way and return withouteesprioritizesexplainingwhy delays,Pierceexplains.Prop- something is being done in a new erly matching our technology withway.Iveactuallyworkedon thisbookingprocesshaseasilythe front lines as a forklift oper-increased our capacity at terminalsator, so I know that if someone by upwards of 30%. instructsmetoregularlyscan Across the board, the com- things, I want to know what hap-panyprioritizedtheimplemen- pens after I do so, Pierce shares. tationofaninventorycontrolWe need to make it clear why a system last year. All our facil- new process is being introduced ities that should have our termi- and its overall advantages. Significant investments are being made in terminals such as the Care Terminal in Houston.nal operating / inventory controlThesamegoesforthe systemnowdo,Piercecon- newZenDesksoftwarethatisbutZenDeskiswinningthemAI technology, Pierce says.their root causes through AI anal-firms. Were also in the processsteadilybeingimplementedover with prompter service. ItsSignificantinvestmentsareysissothatpossibleimprove-ofprovidinghandhelddevicesatterminalsasaplatformthatalso more efficient for our stafflikewisebeingmadeintermi- mentscanbediscussedwith and/ortabletssoouremploy- customersareencouragedtocompared to a constant influx ofnalsdeemedtohaveabusycustomers.Were also testing eeshaveimmediateaccesstodirectlyaccessforinformationemailsthatcanbedistracting,future, such as the Care Termi- out proximity sensors that will the information they require toontheirshipments.Thereseven overwhelming, he says. nalinHouston.Wetryoutahelp equipment to situate where locate and move shipments. adashboardthatrelatesalotLOGISTEChasinvestedlot of our new technology thereitisinrelationtopeopleand Productivityhasalreadyofimmediateshippinginfor- in a robust sales and marketingbecausethefacilityhandlesother objects, Pierce adds.improved with the portable tech- mation,Piercesays.Andifteamunderitsnewownership,diverse cargo, so it serves as aByincreasinglyhavingall nology.AtourBrownsvilletheres an issue, theres a ticketalong with new technologies togoodtestingground,Piercethecompanysassetsinsystem, facility, for example, crane oper- system that results in our teamsupport it. We have some of thesays. Once we see how it worksLOGISTECisoptimizingits ations are 20% to 25% more effi- quickly resolving any problem,best people in the business now,inHouston,wecanmakeanyresources. If we see a piece of cient, Pierce notes.usually with one touch. and theyre rolling out a pricingnecessary adjustments. equipment isnt getting a lot of use None of this has been easy,Pierce acknowledges somesystem by the end of this year thatAn example is the compa- at one location, for example, we particularly with cargo as diversepastresistancebycustomerswill allow us to provide customernys recent launch of a system(INVESTScontinued on aspulp,rebarandautomobileswho prefer to just send an email,quotes a lot more quickly usingto record claims and determinepage 16)'