By Dave Murphy, Vice President of Innovation and
Business Optimization

I started writing this column in January 2013. It’s hard to believe a full year has passed! This month,
let’s take look at what we’ve accomplished this year. 

First, Service Delivery Optimization (SDO). You likely remember that SDO includes a whole bunch of
site-level changes that will  move us toward being a world-class logistics company. It also includes
technology: on-board computers (OBC), centralized dispatch, and centralized routing. So where are we?

Well, at the site level we have installed OBC in most of our collection trucks and, as of November, have 33
SDO-certified sites. Certification means these sites demonstrate the high standards needed to perform
at a world-class level. More certifications are happening every week.   

We have consolidated our dispatch operations in all Areas and are using new and improved software and
standardized processes to more efficiently dispatch our trucks. And, we have performed about 180 re-routes
using a new process that engages centralized logistics engineers with our managers and drivers to
improve efficiencies by 2 percent to 5 percent. 

The year 2013 was a remarkable one for SDO. We still have a lot of work to do in 2014 and 2015 to continue
installations and certifications, but we are well on our way. When will SDO be “complete?” The answer is
“never.” SDO is the platform we will use to drive continuous improvement every day, forever. It is our new
way of doing business.

What else did we accomplish in 2013?

We, together, did all of this and a whole lot more. What does it mean? It means that we are now firmly on the path to become world class.
There is no turning back. Just as a caterpillar turns into a butterfly but cannot turn back, our Transformation journey over the next few
years will be amazing. That’s Transformation!