Leadership Montréal = Leadership Montréal, 1 septembre 2001, Anglais

stïiS Chambre de commerce du Montréal métropolitain Board of Trade ot Metropolitan Montreal September 2001 Volume 4 Number 4 ?*i « m JJ « H H Sg H I! It S S aaamS a mt S S Trend Chart included with this newspaper is produced in partnership with M Canada Economic Développement Development économique Canada Canada Hydro MERCK Ofscovçrirjf today for a better It ODEE® 03 03 03 Dossier The next important training milestone ••• Profile Benoit La bonté/ new executive vice-president of the Board of Trade FroivTthe’ editor's dKk page 4 Partners pages 8,9,14,17 Agenda page 19 Published by the Board of Trade of Metropolitan Montreal <4 X- J: LATE NEWS ¦ !?1PN Mt* »»•'*: fan • ."V :- 2 Leadership Montréal - September 2001 THE BOARD OF TRADE PRESENTS THE MAYOR-OF-MONTREAL CANDIDATES DEBATE We have deaned each of the 18,598 leaves of this undergrowth and swept the path to make your walk more pleasant.« ¦ «% — w .éJv _~aL_ .• ^ -'«y to We complicate our lives.to simplify yours! Good group insurance adapts to your needs to offer you space that is problem-free.That's why, at the SSQ Financial Group, we do everything under the sun to offer you innovative products, personalized customer service, surprisingly effective claim processing and simplified forms.The high quality of our services is well known: we have a customer renewal rate of 97.3%, the highest in the industry*.The SSQ's Group Insurance Plan: no doubt -you're in the right place.SSQ Group , Group Insurance .FINANCIAL GROUP Right in the lead ’ * Source: Fraser Croup 1999.www.ssq.ca The Board of Trade confirm that it will present the debate between candidates for the position of Mayor of the new city of Montreal.This event will be held on October 10 at the hotel Hilton Montreal Bonaventure.This will be the best opportunity for Pierre Bourque and Gérald Tremblay to PRESENT THE BUSINESS COMMUNITY WITH THEIR RESPECTIVE VIEWS ON THE CHALLENGING ECONOMIC ISSUES THAT THE NEW METROPOLIS IS CONFRONTED TO.such as development priorities, as well as their plans to support various key economic activities in the new city.In staging this debate, the Board of Trade will once again play a leadership role in the advancement of ideas that have a critical impact on the economic vitality of Montreal's business community.Board of Trade members are thus invited to take front-row seats at one of the decisive moments in this race for the mayor's office.We'll see you there on October 10! ¦ IT'S BACK TO THE REGULAR SCHEDULE FOR THE BOARD OF TRADE AND INFO ENTREPRENEURS Summer is over and we're back to our regular business hours.Beginning September 4, our offices will be open Monday to Friday, 9:00 a.m.to 5:00 p.m.You can reach us in a number of ways: In person: 5 Place Ville Marie, Plaza Level, Suite 140 Telephone: (514) 871-4000 Fax: (514)871-1255 E-mail; info©ccmm.qc.ca Web site: www.btmm.qc.ca Remember, we’re here to serve you! A C TIVIT V 3 Leadership Montréal - September 2001 "LEARN AND EARN" WORKSHOPS By Nadia NADÈGE, president of "LEARN AND EARN" committee Would you like to expand your knowledge and fine-tune your professional skills while networking actively in a practical, interactive format?This year, the Board of Trade will offer its new "Learn and Earn" workshops to decision-makers, entrepreneurs, and managers wishing to add more keys to success to their repertoire.Non-members, too, are invited to participate in these workshops for a taste of the benefits available to them through membership in the Board of Trade.Objective of the "Learn and Earn" Workshops With the help of simulation exercises, this workshop program will enable the participants to update their knowledge and hone their professional skills.The shared experience will also allow them to expand their network and better understand the ins and outs of their business community.Launched and chaired by Nadia Nadège, president of AADVENIR Marketing stratégique, this new committee, just being formed within the Board of Trade, is not really new at all (see in page 6).In fact it’s a spinoff from the program of training workshops offered by the SEWM (Self-Employed Workers and Microbusinesses) Committee to Board of Trade members for the past three years.Originally planned for professionals, self-employed workers, and companies with fewer than five employees, those training workshops have grown steadily in popularity.They have often been "sold out," with an average satisfaction rating (based on five criteria) of almost 95%.The workshops have evolved over time, with a three-year average satisfaction rating of 92%.Some workshop leaders had to offer follow-up sessions to meet the demand from all sectors of activity.Not only have these workshops been popular among all economic sectors, but they have also been well received by all categories of Board of Trade members - not just self-employed workers and microbusinesses as originally intended.This demonstrates a real thirst for updating skills and knowledge.among managers and company heads.Participation in these workshops breaks down as follows: 35% companies with more than 50 employees; 35% SMBs with 5-49 employees; and 30% microbusinesses and self-employed workers.The secrets to our success The factors underlying the success of these workshops have been analyzed, and they will be fundamental to the new "LEARN AND EARN" WORKSHOPS committee: • the generosity of committee members and workshop leaders: they give freely of their time and are eager to promote and endorse Board of Trade activities • reliability: punctual, scrupulous, and direct in their communications • enthusiasm: open-minded, passionate about their careers and equally committed to serving the business community • entrepreneurship: innovative, independent, able to make decisions quickly and keep their word; the team develops and demonstrates an understanding of concrete action, results, and leadership • the principles of participatory management: no power relationships or hierarchical distinctions; everyone assuming full responsibility for making it work; and above all, systematic acknowledgement of successes and the participation of all concerned along with regular communications among members on an informal basis • an emphasis on efficiency: well-organized meetings with an agenda, time and deadline management; systematic follow-up of people and actions, and the avoidance of doing things at the last minute or by halves Why participate?• To meet colleagues in the same and different sectors, share your experiences, and take the benefits back to your business.• To invite your colleagues, contacts, and acquaintances who are not yet Board of Trade members to discover this rich experience • To upgrade your skills with leaders chosen for their excellence, their sense of listening and participation, their concern for customer service, and their passion for their business community.You are welcome to attend an opening cocktail on October 4, at the Board of Trade's premises.The dates of the upcoming workshops will be disclosed in the next issue of Leadership Montréal.Committee founders Diane Côté - vice-president of the Liaisons business centre - real and virtual business offices.René Normand, president of Drakkar Marketing, sales force development in Canada and the U.S.Mélanie Destrempes, public relations officer at Bavota Communications.Martine Chanier, Europe-Canada business development consultant.Jacqueline Joachim - president of Familles en Fêtes, wedding and family celebration planners.And myself, Nadia Nadège, president of AADVENIR Marketing stratégique Inc.- strategic planning of business development through operational marketing, communication, coaching, and training.¦ Published by: Chambre de commerce du Montréal métropolitain Board of Trade of Metropolitan Montreal 5 Place Ville Marie Plaza Level, Suite 12500 Montreal (Quebec) H3B 4Y2 Tel.: (514) 871-4000 Fax: (514)871-1255 Web site: www.btmm.qc.ca E-mail: info@ccmm.qc.ca President Normand Legault Editor-in-chief and Managing editor Madeleine Murdock Collaborators Nicole Beaudry Sylvain Bouffard Charles Bourgeois Stephen Curran Loïc Dehoux Anick Hardy Françoise Mommens Nadia Nadège Nicole Ranger Rémi Thibeault Éric Véronneau Production and advertising assistant Sylvie Paquette Advertising Johanne Gagné Muriel M.Mireur Design and production Talengo Design inc.Printer Imprimeries Transcontinental inc./ Division Transmag Subscription fee $25 (9 issues) + taxes Front page photograph: Denis Demers McGill College Avenue, as seen from Place Ville-Marie esplanade.ISSN 1480-4638 Legal deposit National Library of Québec National Library of Canada lis® Hi*! .¦ : ; L:: ; , ; >> ingredient' that makes all Ihc ¦'«difference fc Learning tools 1w«H ,hat in5pire pVM «ïïpüyee commitment (514)393-8026 www.praxcim.com Praxcim 2001 FROM l IRE EDITOR'S D ESK N EWS 4 0 F MEMBERS Leadership Montréal - September 2001 FLASH: News from OUR MEMBERS CHANGE MARKS THE NEW SEASON Summer is hardly over and already the new 2001-2002 season of the Board of Trade promises to be filled with activity.Montreal will not soon forget the incredible heat wave of August, but in the fall Montrealers will likely feel a different kind of heat as the municipalities prepare for the emergence of a new city on January 1, 2002.During the upcoming months, the Board of Trade will be right there every step of the way as the merger date approaches.As such, two of our breakfast meetings will be dedicated to this subject.The electoral process will be introduced on October 4.Then, on November 15, the Montreal Transition Committee will disclose the new city's budget.On October 10, the two leading candidates for the November 4 election, Pierre Bourque and Gérald Tremblay, will participate in a lunch debate where they will share their perspectives on Montreal.This is just one of the many activities the Board Of Trade will offer to the Montreal economic community this year.This transition stage also coincides with transformations going on at the Board of Trade of Metropolitan Montreal.Setting up a new administrative structure for the region cannot take place without the organization representing its economic community rethinking the relevance of its own role, *énd the initiatives and services it offers its members.It is in this regard that the Board of Trade is currently surveying its members regarding their interests and expectations.The administrative structure of the organization has also undergone a major change.Benoit Labonté has filled the position of Luc Lacharité, who left the Board of Trade in July after 15 years of service to embark on a new career in the private sector.Before arriving at the helm of the Board of Trade, Mr.Labonté was successively president and CEO of the World Trade Centre Montréal, and special advisor and chief of staff to the Honourable Paul Martin.A profile of the new executive vice-president is included in this edition of Leadership Montréal, explaining his views regarding the importance of the city region's role as a major player in economic development on the international scene.Leadership Montréal is also taking advantage of the climate of change to give itself a bit of a facelift and streamline its columns.Readers will have noticed the newspaper's new format and layout.As to its content, we will continue to discuss topics pertaining to Montreal current events.As such, what could be more appropriate for September than to take a look at the training needs of our local enterprises?Among the new sections, you will find news about our members, and beginning next month we will also publish the point of view of one of our major partners on a news topic.Readers will also notice the participation of our affiliated organizations, the Electronic Commerce Institute and the World Trade Centre Montréal, in our regular features.Their contribution will help readers understand the importance of the issues in these leading-edge sectors, which include exports, new information and communications technologies.An Info-entrepreneur feature will also provide strategic information on government services for enterprises.In closing, please note that the Annual General Meeting of the Board of Trade will be held on October 2, at the Queen Elizabeth Hotel.Don't delay, confirm your attendance now.Welcome to the new season! The editors Early this summer, the Fondation de I'entrepreneurship and Éditions Transcontinental launched the 150th book in the Entreprendre series, Alphonse Desjardins, entrepreneur.A former manager at mouvement Desjardins, the author, Magella Saint-Pierre, who holds a Bachelor of Arts from Université Laval, profiles the career of entrepreneur Alphonse Desjardins, a visionary who spearheaded the local cooperative movement and who was also a marketing genius and an astute manager.In these times where communication and globalization are the order of the day, Alphonse Desjardins is an eminently current and even avant-garde model.A highly pertinent source of inspiration for anyone interested in the birth of the cooperative and social movements in Quebec.Alphonse S : i|P Cl1 P IEPMNEUR The pharmaceutical engineering laboratory Wyeth-Ayerst Canada has just donated $225,000 spread out over three years to École Polytechnique to allow the school to pursue its pharmaceutical engineering activities.Polytechnique recently inaugurated a molecule production laboratory that was built and modernized thanks to the contribution of Wyeth-Ayerst, a pioneer in the Canadian pharmaceutical industry and the principal exporter of pharmaceutical products in the country.At the end of June, the Mouvement des caisses Desjardins launched phase 1 of the Cité du commerce électronique at the corner of René-Lévesque and de la Montagne, in downtown Montreal.Desjardins has added a creative twist to real estate marketing by announcing the construction project using a giant 18m x 23m-high display in place of the traditional billboard.The sign is affixed on the exterior wall of the former Montreal Crescent Hotel, located on the lot where the Cité électronique will be built.Two large Quebec companies and the City of Ottawa recently signed major contracts with SAP Canada Inc.One of the companies, Domtar Inc., is seeking to tap into the power of the Internet to achieve its business objectives.The other, Pratt & Whitney Canada, has chosen an e-commerce solution as a tool to improve its business processes.For its part, the new City of Ottawa, with its post-merger population of 785,000 and its 17,000 employees, needed solutions to connect the now incompatible systems of the former municipalities.SAP is a world leader in B2B software solutions.Present in fifty countries on five continents, the company recorded sales of 5.11 billion euros in 1999.The École des sciences de la gestion de l’UQAM celebrated its 25th anniversary in June.Méritas awards were handed out in two categories during the Gala held in honour of this occasion.The Méritas Excellence MGP was given to Robert Abdallah, project director of Hydro-Québec's construction projects, to underscore the exceptional career of this École graduate.The Méritas Reconnaissance MGP, intended for a project management professional page 5 ?: c« 5 i page 4 - Flash.for his exceptional contribution to the growth of this discipline, was awarded to Pierre-Michel Ménard, co-founder of the project management masters program at UQAM and a professor at UQAM's Department of Management and Technology.All the major capitals do it and this year Montreal will do it too.From September 3 to 7, Montreal will move to the rhythm of Montreal fashion.Designers and manufacturers will take advantage of this week to showcase their new 2002 collections to professional buyers and the media.An initiative of the Montreal Fashion Network and its coordinator Lynda Brault, the chief organizer of the event, the Semaine de Mode de Montréal will get the collection ball rolling by being the first on the Canadian calendar, before Toronto and Vancouver, to show next year's new trends.Activities will take place over a five-day period in locations selected by the designers, manufacturers and promoters.The Quebec needle trade employs some 50,000 workers, mostly in Greater Montreal, which sets itself apart by accounting for nearly 50% of Canada's production, against 20% for Toronto.This initiative will enhance the visibility and the reach of Quebec's fashion products and industry.Semaine de _ iïlDdE m'DNTPËRL The Ernst & Young Entrepreneur of the Year Award is in its 8th year in Canada.The most prestigious award program in the world, it honours major entrepreneurs for the economic impact of their industrial initiatives.The Entrepreneur of the Year Award 2001 banquet in Quebec is open to the public and will be held on October 25 at the Sheraton Centre hotel in Montreal.The names of the winners in the 8 categories will be disclosed at the banquet.Several members of the Board of Trade are among the finalists in various categories.They are as follows: John Houde, Robert Lacoste and Stéphane Lemieux, Ameublement de bureau Focus inc.; Madeleine Paquin, Ameublement de bureau Focus; André Boulay, Boomerang Tracking Inc.; Richard Norman, Hyperchip; Sébastien Demers and Alain Paquin, FokusGroup; Marcel Ostiguy, Aliments Carrière; Gilles l'Abbé, Héroux-Devtek inc.; André Beauchesne and Michel Ostiguy, BOS agency; Peter George and Réjean Laflamme, Force Multimédia; and Claude Lessard, Groupe Cossette Communications Congratulations and good luck to the finalists.A symbiosis of several artforms, the mosaïculture traces its roots to the embroidered flower beds of the 16th and 17th Centuries.Mosaïcultures Leadership Montréal - September 2001, Internationales de Montréal is open to the public until October 8 at Parc des Écluses at the Old Port, at the foot of old grain silos.Don't miss this unique horticultural event where ordinary bushes and ground cover are transformed into dragons, elephants, pandas and other creative sculptures.yrp £ Let us know what's happening in your company: a new product launch, new acquisitions, recent investments .We'll mention it in Leadership Montréal as space permits.¦ jJLl ECOLE DE TECHNOLOGIE DE L'INFORMATION r.r maîtrisez .information.r AVEC UN PROGRAMME DE 2' CYCLE EN TECHNOLOGIE DE L'INFORMATION, OUVREZ-VOUS TOUS LES HORIZONS ! >- Maîtrise en technologie de l’information (45 cr.) >- Diplôme d'études supérieures spécialisées (30 cr.) >- Programme court en technologie de l’information (15 cr.) maîtrisez.avenir.% DEMANDE D'ADMISSION Hiver 2002 >- jusqu'au 1" novembre 2001 POUR EFFECTUER VOTRE DEMANDE D'ADMISSION OU POUR PLUS D'INFORMATION : www.eti.uquebec.ca (514) 396-8618 • 1 888 394-7888 • eti@etsmtl.ca L'ÉTI EST UN PARTENARIAT ENTRE QUATRE ÉTABLISSEMENTS DU RÉSEAU DE L’UNIVERSITÉ DU QUÉBEC.m Université du Québec École de technologie supérieure Institut national de la recherche scientifique Télé-université Université du Québec à Montréal COMMITTEES 6 Leadership Montréal - September 2001 QUEBEC-US-MEXICO TRADE CORRIDORS By Éric Véronneau, project manager, Board of trade Last fall, the Transportation Committee of the Board of Trade of Metropolitan Montreal formed a workgroup to spearhead the development of a trade corridor organization for Quebec and to pave the way for agreements with U S.partners.Headed by Albert Juneau, economic development advisor and member of the Transportation Committee, this workgroup comprises representatives from the Canadian and Quebec Departments of Transport as well as from the four modes of transportation.This initiative was launched in response to the seven priorities set by the Comité interrégional pour le transport des marchandises (CITM), [Inter-regional Committee for the Transportation of Merchandise], a group set up by the Conseils régionaux de développement of Montreal Island, Lanaudière, the Laurentians, Laval and Montérégie, as part of a strategie plan to allow metropolitan Montreal to strengthen its competitive positioning as a transportation hub in North America.One of these priorities, the creation of trade corridors between Quebec, the United States and Mexico, caught the attention of the Board of Trade.What is a trade corridor?A trade corridor essentially involves specific transportation and communication routes with infrastructures and transportation systems that make it possible to increase trade volume.Laws and regulations govern traffic and exchanges within these corridors, which are supported by bi- or tri-national nongovernmental organizations (NGOs), comprising partners from the public and private sectors dedicated to promoting and developing trade exchanges within a specific corridor.La référence en formation technique partout dans le monde ! Microsoft Cisei Stitch M Adobe Novell.Certaines de ces ententes de partenariat sont avec d'autres membres du Groupe Collège LaSalle notamment le Collège LaSalle et le Collège Inter-Dec.v CRIC ILA CROISSANCE DE VOTRE ENTREPRISE REPOSE SUR son PERSONNEL, sa PERFORMANCE en est la CLÉ ! MONTRÉAL - QUÉBEC - GATINEAU/HULL - SHERBROOKE - TROIS-RIVIÈRES - TORONTO - VANCOUVER COLLEGE LASALLE INDUSTRIES une filiale de ilasalle inc.Tel.: 1.866.896.3073 Téléc.: 514.876.8876 www.ilasalle.com www.cli.qc.ca Chez ilasalle et Collège LaSalle-Industries, l'apprentissage est la condition à une meilleure performance.Chacun y trouve sa façon d'apprendre.Plus de 500 formations et notre approche BrainwareM0 exclusive.> Méthodes éprouvées > Meilleurs outils > Catalogue et inscriptions en ligne > Système de gestion des apprentissages en ligne > Formations en ligne, sur cédéroms ou en classe ( partout au Québec ) > Cours privés ou publics > Cours sur mesure There are some 20 such corridors in NAFTA, including North America's Superhighway Coalition (NASCO), the largest and most famous corridor, which crosses the centre of the continent, from Winnipeg to Mexico, through Laredo, the main point of passage to the American-Mexican border.Currently, Quebec is the only province that is not part of a Canadian-American corridor, despite the fact that the United States is its main economic partner and that the trade corridors between Canada, the U S.and Mexico have been proliferating in the past few years.Given the rapid development of new economies south of the U.S., we can expect U S.trade to increasingly grow with Mexico and South America.Quebec, and more specifically metropolitan Montreal, must set up mechanisms that will allow it to capitalize on the trade growth with these emerging markets if its expects to remain competitive in North America.Since chambers of commerce are generally the ones to initiate trade corridors, the Board of Trade of Metropolitan Montreal, in cooperation with the Chambre du Commerce du Québec, did not hesitate to exercise leadership in this project.The Board of Trade plans to develop two specific corridors: one running north-south connecting Quebec to New York State, and one running east-west linking Montreal/Toronto/Detroit/Chicago.We are currently working on a cooperation project with the Champlain Hudson Trade Corridor and Gateway Coalition, an organization in New York State created by the Plattsburgh Chamber of Commerce, whose mission is to promote a Quebec/New York corridor, probably the one that will be created first.As well, representatives of the Board of Trade of Metropolitan Montreal and the Chambre de Commerce du Québec will visit Albany on September 24 and 25 to present the trade corridor project as part of the Quebec/New York 2001 event.This event is organized by the Bureau des saisons du Québec to promote the culture and economy of Quebec in New York state.This venue will be a good opportunity for business-people from Greater Montreal and New York state to become aware of the tremendous economic potential of such a corridor.¦ A NEW COMMITTEE IS BORN AT THE BOARD OF TRADE In light of the success enjoyed by the training workshops offered to self-employed workers and micro-businesses in 2000-2001, the Board of Trade has decided to open these workshops to leaders of small and medium-sized enterprises.A committee was therefore formed -the "Learn and Earn" workshops committee - which, among other things, will prepare a program of workshops and select the facilitators.The new committee plans to ask other committees (Self-Employed Workers and Micro-businesses as well as Human Resources) to propose workshop topics and facilitators.The "Learn and earn" workshops committee will be chaired by Nadia Nadège, president of AADVENIR Marketing stratégique.Nadia Nadège has spent the past 25 years working in marketing and training.A graduate of European and American universities in marketing, communications, public Nadia Nadège relations and journalism, as well as in psychology and adult education, Nadia has acquired international experience in all areas of the field such as strategic planning, corporate research and communication and online corporate publications.She is also the author of several works in French and a sought-after speaker that promotes networking to develop clientele.See article on page 3 for further information on the workshops.¦ I ESTIMONV 7 Leadership Montréal - September 2001 ARE CORPORATE LEADERS AND DECISION-MAKERS CONVINCED OF THE NEED FOR TRAINING?By Nadia NADÈGE, president of "LEARN AND EARN" committee „ Today there is an increasingly pressing need for literacy and professional development.More than ever, market globalization and the explosion of new technologies require a workforce that is not only qualified but also able to master written communication, develop analytical skills, logical thinking and decision-making abilities.By presenting professional development activities through its "Learn and Earn" workshops geared to the reality of businesspeople the Board of Trade of Metropolitan Montreal is affirming its commitment to be a major player for its professional community.Today's economic reality calls for a practical professional education rather than theoretical learning.When discussing the issue of continuing professional education, it is clear that the concepts are accepted in principle by government institutions as well as by the teaching body.However, the very limited application of the law by enterprises, and in particular by SMEs and the network of associations, shows that, in every day reality, corporate leaders and decision-makers do not pay much heed to the need for continuing education and updating of knowledge.Decision-makers and entrepreneurs only understand formal and theoretical education attested to by a diploma.However, if we took the time to define measurement criteria, to question trained individuals, analyze their answers and permanently adjust the training delivered, continuing professional education could also be rigorously evaluated.There is no question that it takes courage to take up the challenge and demand the best for one's surroundings.In its latest report on Canadian multiculturalism, the Department of Foreign Affairs and International Trade announced that Canada was home to more than 70 ethno-cultural communities, where over 60 languages are spoken.Indeed, the student body of some schools is made up of more than 20 ethno-cultural groups.How will these various cultures be able to work together if not by speaking the same language?Through continuing professional education and basic education for all, each and every one of us can have access to simple, concrete tools to improve our knowledge and professional competencies.¦ It is also a way of making businesses and organizations more aware of the priority they should place on developing their employees' knowledge and skills.Indeed, employees are at the heart of their economic survival; without them there is no company and without skillfull employees, there is no growth.Continuing education must exist beyond schools, colleges and universities.Having participated in Operation Back to School—the Board of Trade's initiative to stem the dropout rate by having businesspeople visit high schools and share their work and business experience with students—I had a first-hand look at what we think of basic education.Most of us believe that education is limited to the acquisition of basic skills in reading, writing and arithmetic; however, the process is far more complex, if only to develop the skills required to use computers and Internet networks— indispensable tools in today's world.I have also had the opportunity to prepare a strategic development plan for a foundation that promotes education in Africa, Haiti and North America.While conducting surveys and interviews, I was struck by the number of companies, as well as individuals— employees, managers, executives and retired businesspeople—who stated that they were not particularly concerned about the future of children without schooling.Helping to continuously elevate the level of education requires a long-term commitment on the part of all the stakeholders: school commissions, colleges, universities and the private sector.v .; \ s ï ; WMÏÏ, \ -3* .NT DES COLLÈGES MONTRÉAL MÉTROPOLITAIN MEMBER COLLEGES OF THE RCMM Ahuntsic • André-Laurendeau • Bois-de-Boulogne • Dawson • Gératd-Godin • John Abbott • Maisonneuve Marie-Victorin • Rosemont • Saint-Laurent • Vanier • Vieux Montréal 5701.AV.CHRISTOPHE-COLOMB MONTRÉAL (QUÉBEC! H2S 2E9 TELEPHONE : (514) 271.5508 FAX : (514) 271.4320 CEGEP® RCMM.SRAM.QC.CA More than zoo different study programs leading to a certificate recognized by the Ministry of Education More than 7,000 graduates per year in technical training ft Quality management Diplomas and Attestations of Cotiegial Studies (DEC) (AEC) ft More than 80 study programs leading to a DEC » 150 short-term training programs leading to an AEC Some 5,000 DEC and 2,000 AEC graduates The most modern laboratories and equipment ft New information and communication technologies (ICT), including computing, electrical engineering, telecommunications, multimedia ft Biotechnology and health ft Arts and communications An impressive array of the latest in technological equipment for use by the community, workers and industry The Regroupement des collèges du Montréal métropolitain (RCMM) brings together all the public francophone and anglophone colleges on the Island of Montréal.It serves as a round-table for their discussions and represents them in the community.President Keith W.Henderson Director General, John Abbott College Director General Michel Sylvestre, Ph.D.J PARTNEf 8 Leadership Montréal - September 2001 INFO ENTREPRENEURS: A DYNAMIC LINK BETWEEN GOVERNMENTS, ORGANIZATIONS, AND ENTREPRENEURS By Nicole Beaudry, team supervisor, information centre.Info entrepreneurs enfrepreneurs Info entrepreneurs - a public service designed to assist Quebec's entrepreneurs - was established in 1994 in a spirit of partnership between the federal and provincial governments and the Board of Trade of Metropolitan Montreal.The fruit of many formal and informal agreements, it is an invaluable tool for entrepreneurs seeking strategic information.Info entrepreneurs is part of a network of thirteen major Canada Business Service Centres (CBSC) throughout Canada.The mandate of these centres is to provide companies in every region of the country with fast, free, accurate information about government regulations as well as programs and services offered to businesses by the provincial and federal governments.In an age of globalization and on-going technological revolution, business people are confronted more and more often by a major challenge: finding strategic information quickly.Since 1994, the Info entrepreneurs team has responded to more than a million information requests from business people throughout Quebec.Clearly there is a real need felt by companies in all sectors and at every stage of their development.How can I start a business?What should I include in my business plan?What are the export requirements?Can I get a grant to finance my business?What is a marketing strategy?Where can I find a distributor?Is there a market for my product in country X or Y?How can I patent my invention?These are just a few of the most common questions heard every week by Info entrepreneur's information agents.Lucie Perrault is the director general of Info entrepreneurs."In today's society, where knowledge, like time, is often money, an organization like Info entrepreneurs plays a crucial - and constantly changing - role.Being head of an information agency these days means being able to adapt and shift gears quickly!" According to Perrault, the major challenge facing entrepreneurs seeking information is that there is just too much of it! "Information may be readily available, but how do you know what is current - and, especially, what is not?You can easily be overwhelmed.Our role is to make sure the information is intelligible and tailored to the needs of each entrepreneur.Generally, SMBs don't have the time to do an exhaustive search of every program that could possibly meet their needs.Info entrepreneurs is at their service to facilitate their search and support their efforts.We offer them personalized, diversified information services." The new information technologies offer endless possibilities, and they can be put to good use serving the mission of Info entrepreneurs.Perreault explains that, "Traditionally, we use three methods to communicate with our clients: person-to-person, telephone, and the Internet.Since its creation, our Web site has served primarily to support our services.But now we must prepare for the future.According to a recent study carried out by the Treasury Board Secretariat, 83% of people aged 18-34 have an intermediate or advanced level of computer literacy.On the other hand, people 65 and up have little or no experience with computers.This is a large gap, but it will tend to shrink in the coming years.We want to be prepared for this major change, and we will be! Already, our Internet site integrates more of our services, in addition to the Talk to us! option and the virtual tools! It will always be tempting to explore the various possibilities offered by new information technologies, but we must bear in mind the diverse needs of our clientele." Thanks to the modern and more traditional communication tools employed by Info entrepreneurs, it will continue to maintain this dynamic link with the various government departments and agencies.We hope to continue stimulating the economy through the dissemination of fresh, pertinent information and thus facilitate the efforts of entrepreneurs - and our partners.Then, and only then, will we be able to say, "Mission accomplished!" ¦ FEEDBACK !RATION BACK O SCHOOL OPI 1 Feedback on the many encounters between Board of Trade members and high school students that took place last spring continues to come our way.The context With a view to stemming the dropout rate and encouraging students to stay in school, the Board of Trade and its Education Committee have been for the past five years investing time to make this operation a success and spark the interest of members to share their experience with secondary 3, 4, and 5 students.This year, 69 students participated and over 500 Board of Trade businessmen and -women enrolled in the program.A CONVINCING EXAMPLE Cirque du Soleil production vice-president Luc Plamondon recently commented on how he felt about meeting with students in Greater Montreal high schools and comprehensive high schools.He gained much from this experience, just like the young people he met.The initial contact is not always easy to make, speaking of dreams to secondary 2 stu- dents without visual reference appeared rather lacking to him.As he was wonder- ing whether he would participate again next year, he thankfully had the idea of going one step further.He decided to examine whether the contact could be different by changing the context.Explains Mr.Plamondon: "I therefore invited the secondary 2 students that I had previously met to come spend a day with us at Cirque du Soleil and it turned out to be a great idea.[.] We paired them with people from various trades who explained their work and the benefits they derive from it.This project was most successful, both for the students and the Cirque employees, and we're thinking of doing this again next year [.]" Back at school, the awestruck students sent effusive thank you notes, punctuating their comments with "super" and "hugs and kisses." Thank you, Mr.Plamondon! Your story should inspire the troops at the Board of Trade to invest more time in the new generation.And we will continue to support students and promote academic development, and encourage still more members of the business community to participate in the 2002 edition of Operation Back to School.¦ The winning strategy TO PREPARE UPCOMING EXECUTIVES The executive program from CIREM-HEC BROADENS PERSPECTIVES AND TRAINS PROMISING BUSINESS EXECUTIVES IN STRATEGIC THOUGHT AND ACTION.• A deeper, richer and sophisticated approach to general management training, with a national and international perspective.• A springboard to bigger responsibilities.• A regularly updated content with an intensive formula that has proven its worth over 25 years.• A program led by world-class professors, who excel in both academic and corporate careers.Participants are experienced managers from a wide variety of businesses and industries.Session 52 From September 16 to 29, 2001 From October 28 to November 9, 2001 Session 53 From March 10 to 23, 2002 From April 21 to May 3, 2002 CIREM - International Centre for Research and Study in Management Information and registration Telephone : (514) 935-4207 Fax : (514) 932-1060 Web: http://www.cirem.ca CIREM rifLE PARTNEI 9 Leadership Montréal - September 2001 MONTREAL - FOR AN UNIFIED PRESENCE ON THE INTERNET By Charles S.Bourgeois, Executive Vice-President Montréal TechnoVision inc.The process of integrating the new cities of Montreal and Longueuil is now well under way and the Montreal Metropolitan Community (MMC) has taken shape and undertaken its activities.While this transition is challenging for all the partners in the region, it also offers opportunities well worth seizing.And a unified Internet presence is a case in point.The existing Websites that present the cities of the MMC and showcase regional vitality are numerous and of inconsistent quality, often due to little consultation between their creators.Thanks to the Internet, online government services are expanding everywhere.Available 24 hours a day, these informative and increasingly transactional services enhance government efficiency and reduce costs while offering better services to users.The Canadian and Quebec governments are offering a growing number of online services, ranging from electronic tax returns to permit renewal, payment of fines and Web-based forms.And the process has only just begun.Soon we will have access to online medical and academic files, professional development, etc.Municipalities have also jumped on the Internet bandwagon, and this trend should pick up speed over the next few years.Montreal Technovision has studied the issue of online municipal services as part of the "Smart City" project, which is intended to offer leading-edge enterprises and their employees an environment that leverages the information highway.The following is a summary of the results of this study and ensuing recommendations.Technology centre, Internet and COMPETITIVENESS When we launched the "Smart City" project in early 2000, we brought together over 200 leaders from industry and the public and parapublic sectors to identify concrete initiatives that would stimulate the use of the information highway and contribute to making our region more attractive and competitive on the North American and even global scene.Indeed, globalization is the issue.Quebec's economic future is unfolding in all the regions, but the Montreal area remains the driving force of our development.Moreover, with over 160,000 jobs and $15 billion in exports in 2000, our area has become a major technology centre, with the aerospace, information technology and biopharmaceutical sectors enjoying robust growth.This success stems primarily from our capacity for research and innovation and the presence of the competent resources that are so essential to the development of these enterprises.The vast majority of high-tech firms are intensively leveraging the Internet's potential and North America's tech cities are developing Smart City concepts to offer an ever-expanding range of informative and transactional online services.Their offering is organized in such a way as to allow their citizens and enterprises, visitors or foreign companies, to easily access the information or services they need.This approach to municipal and regional online services facilitates decision-making and projects a favourable image among users.A recent survey conducted among the leaders of some 100 high-tech companies operating world- wide and among major logisticians revealed that when it comes to expanding their operations, Montreal is still not their location of choice, notwithstanding major efforts and resources dedicated over the past few years to the city's international positioning.Montreal’s vitality in leading-edge sectors is less apparent in its online municipal services, because over half of metropolitan Montreal's cities still do not have a Website and few of those that do offer significant transactional services.A REGIONAL MUNICIPAL PORTAL For this reason, the participants in the round table on online municipal services for the "Smart City" project decided to study the relevance and feasibility of creating a regional municipal portal.A workgroup, comprised of computer department heads of the cities of Laval, Montreal, St-Laurent and Brossard has established the framework for an opportunity study.The first thing the study revealed was that most major North American cities such as Boston, New York, Toronto and Chicago have equipped themselves with outstanding transactional Websites.These avant-garde sites play three roles: they improve accessibility and efficiency of services, increase the city's visibility and create a lever for economic development.After a major consultation with the senior management of the cities of Laval, Montreal and Saint-Laurent, and following a comprehensive analysis of alternative structures, the workgroup agreed on the relevance of proposing the creation of a regional municipal information portal.The portal should promote access to the Websites of the cities in the region, which would remain responsible for developing the transactional services on their territory.It should also direct users, based on their needs, to the sites of business development and international promotion (Montréal International) and tourism organizations (Tourisme Montréal) or to the sites of major corporations to showcase specific industries (Biopharma-Montreal).The contemplated portal could initially be aimed at foreign firms, strategic workers and travelers with a view to influencing their business, investment, immigration or vacation decisions.Although the latest version of the Montréal International site offers much of the content sought by this clientele, no site exists that meets all their needs.Convergence and enhancement The new portal should avoid all forms of duplication.It will be centred around economic development, quality of life in a given area, culture and tourism.It will showcase the vitality of all the cities in the region, leverage the region's attraction capacity, stimulate economic development, attract strategic workers and increase tourist revenue.Relatively inexpensive, the portal will have a flexible configuration and a cooperative infrastructure that will make it possible to access the sites of the individual cities, the MMC, Montréal International, Tourisme Montréal, the Board of Trade of Metropolitan Montreal and other partner organizations and to tap all relevant information for the portal.The proposed portal will also make it possible for the smaller municipalities of the metropolitan region to establish a presence on the Web, at little cost, by using predefined templates.To serve users well, the portal site will be geo-referenced to make it possible to spatially represent relevant data and information (industrial parks, universities, roads, ports, airports, research centres, hospitals, etc).It will also be equipped with several other functionalities (customization, hyperlinks, automatic sending of information, vertical links to municipal sites, etc.) and will be extensively referenced so as to make it accessible through many search engines.Developing a portal site for metropolitan Montreal will make it possible to build, for all the municipalities in our region, a unified positioning on the Internet, showcase the assets of our region and facilitate access to a vast range of services.This site will be a landmark in the construction of a Smart City and help increase Montreal's competitiveness as a technology centre.Montreal TechnoVision has presented the parameters of this project to municipal authorities, the MMC and several other partners in the region with a view to arriving at a mutual decision on the future of this project.Montreal TechnoVision -www.mtltv.org or info@mtltv.org ¦ mSHSti y m§ ' **»«**; Îîî;* ¦to**# • *#*„ «•*¦* » #*•*» ¦:.•«• «.ft***, IHH •>»«* «*•»*•* ***** uhMHMMM* ***** '*'«•» <**»»** ***** '*«*• ******* *' *'«*• «**»»»* * ' g;f*.;•«*•«**•*** **••**! •ti- 1 800 463-5261 Montreal Laval Trois-Rivières Quebec City Chicoutimi Montreal Laval Trois-Rivières Quebec City Chicoutimi Montreal Laval Trois-Rivières Quebec City Chicoutimi Montreal Laval Trois-Rivières Quebec City Chicoutimi Montreal Laval Trois-Rivières Office space for rent from 300 ft?to 36,000 ft?Montreal Laval Trois-Rivières Quebec City Chicoutimi INDUSTRIAL ALLIANCE INSURANCE AND FINANCIAL SERVICES » Induslrial-Aftance Life Insurance Company D OSSIE 10 Leadership Montréal - September 2001 THE NEXT IMPORTANT TRAINING MILESTONE: BETTER COORDINATION WITH NEEDS IDENTIFICATION By Rémi Thibeault, T* here is no longer any question about the need for ongoing training and developing employee skills.In today's increasingly global economy, training is the best way for companies to maintain their competitive edge.The Free Trade Area of the Americas (FTAA) planned for 2005 and the Asia-Pacific free trade agreement expected between 2010 and 2020 have strengthened awareness of this fact.The impact of Bill 90 According to the most recent statistics compiled under the Loi sur le développement de la formation et de la main-d'oeuvre du Québec, progress made in the area of employee training has been significant.Most companies respect the terms of Bill 90, with three out of four employers fulfilling their legal obligations (78% in 1997 and 74% in 1998.) In 1998, 30,429 employers with gross payrolls over $250,000 invested almost $1.1 billion in training.On average, they devoted 1.53% of their payroll to training.The brief history of Bill 90 reveals that the number of participating employers has almost quadrupled since 1996.$ince Bill 90 was phased in gradually, we must be careful how we interpret this data.However, the total payroll subject to this legislation did grow substantially - from $52 G in 1996 to $70.8 G in 1998.And a few general trends have surfaced.The data compiled in the 1999-2000 activity report of the Fonds national de formation de la main-d'oeuvre indicates that 1) the larger the payroll, the higher the investment in training; 2) the higher the payroll, the more employers obey the law by spending at least 1 % of their payroll on training; 3) three out of every four employers fulfil their legal obligations; and 4) employers whose payroll is between $250,000 and $1 M contribute more to the fund than those whose payroll is above $1 M.In addition, the data shows that five sectors of economic activity spend higher than average amounts on training.With investments varying between 2.04% and 2.66% of their payrolls, these five sectors are the textiles products industry, deposit accepting intermediaries, provincial administrative services, mines, and communications.The expanding world of training Now that the strategic value of training is recognized, companies may choose from a wide variety of training options: CEGEP and university training, in-company training by in-house trainers, customized in-house training by external trainers, specialized external training (such as that offered for exports and e-commerce), and company apprenticeships.The possibilities are endless.The world of training is expanding into every field and into every industry.It is possible to train sales personnel in the technical content of products, train technicians or junior personnel in new technologies, train administrators in new software, learn about export markets, brush up on a foreign language, study computers or e-commerce, and take courses in the public or private education systems.Training may be costly, but it should be viewed not as an expense, but as an investment.Financial aid is available, and governments no doubt are - and, in the near future, will continue to be -urged by companies to support their training efforts.In the case of apprenticeships, companies that welcome trainees already benefit from a 40% tax credit for trainee expenses, including supervisor and trainee salaries and travel expenses.Training that is both recognized AND PROFITABLE Training helps employees to work more efficiently and to master not only their current jobs but also any changes that become necessary.In this sense, continuing education is indebted to the "original training officers" - the public education system - which teaches employees the necessary entry skills.Vocational development, which has its roots in the education system, would be easier to promote if granted some form of official recognition.The 5ociété de formation et d'éducation continue (SOFEDUC) is the Canadian body authorized to certify companies and organizations that award continuing education units (CEU).Through various means, this official body ensures that its members respect high educational and administrative standards.It also aims to promote the use of continuing education credits, which facilitate the official recognition of training programs.5ince the value of any form of training is judged by its ability to satisfy the needs of companies and the aspirations of employees, such recognition could promote participation in training activities that are both recognized and measurable.But to be truly profitable, training must conform to a company's strategic orientations.It must be proactive and forward-looking, not simply a reaction to some perceived deficiencies. 11 Leadership Montréal - September 2001 A LONG ROW TO HOE "La Formation continue du personnel des entreprises, un défi pour le réseau public d'éducation," a 1998 study conducted by the Conseil supérieur de l'Éducation, concluded that, "In Quebec.just one company in five determines the training needs of its employees based on the company's strategic plan; 50% of companies have no training plan for their human resources." Clearly there is much work to be done to develop a true training culture and to create a dynamic continuum between education and training -and above all, between the needs of companies, the aspirations of employees, and government policies.ness, and every step must be carefully planned," warns Liette Lamonde, CEO of the World Trade Centre (WTC) Montréal.In terms of exports, WTC Montréal is a pioneer.Created in 1984, this not-for-profit organization is a member of the international network of World Trade Centers.In the past two years, WTC Montréal has helped more than 4,000 local businesses export their products and services.Its training activities are aimed at preparing companies and teaching them the ins and outs of the export market."Our trade missions are more than just training opportunities since they also incorporate networking activities and one-on-one meetings with potential partners business processes - changes that, in turn, lead to productivity gains.Of course change means adjustment, new skills to learn, and - you guessed it! -training.In 1990, the Internet was an almost unknown quantity - a creation of the military.Today, Canada is one of the most "wired" countries in the world in terms of household access (39%) - a percentage that outranks even the United States (34%).In the world of business, 59% of Quebec companies are on-line, compared to 69% in Canada.But this gap is shrinking: over the past five years, the hook-up rate for Quebec companies has grown by 10% annually.Excluding electronic data inter- groundbreaking technologies will revolutionize the way we do business and enrich our vocabulary with many new techno terms: cybermarketing, B2B (business to business), B2C (business to consumers), strategic watch, transaction technologies - all innovations we will have to master sooner or later.Toward a culture of continuous TRAINING Today, companies, unions, and employees all agree that a "learning culture" benefits both employers and employees.It is the best way to protect jobs.Bill 90 may not have everyone's approval, but the major differences of On the one hand, the complex synchronization of the needs of companies and the education system - as in the case of vocational training - must be continued.On the other hand, companies must better conform their training needs to an organized plan for the development of human resources.And training programs must be recognized.Finally, there is the question of how responsibilities should be shared by the public and private sectors - a vast debate.But one thing is certain: in today's information society, where change is the only permanent feature, the issue of training will not go away.Here are two spheres where specialized training has played a critical role and will continue to do so in the coming years - simply because they are fundamental to our economy.Opening up foreign markets Since 1991, Quebec exports have grown three times faster than the province's GDP.But developing an export strategy is no simple matter for SMBs wishing to expand their horizons, begin prospecting foreign markets, and then follow up effectively, once the process has been launched."Companies should look twice before they leap.Exporting is a costly busi- and customers," adds Lamonde."Nevertheless, training is a major component of our missions, since their aim is to educate participants about the markets explored, their characteristics, and the best ways to approach them.Moroever, almost 100% of the expenses involved are admissible under Bill 90 as corporate training expenses." The strategic value of such training is even greater for companies just starting to export."In the case of new exporters, our missions are preceded by introductory seminars that allow them to determine if they are really ready to begin exporting," explains Loïc Dehoux, a consultant with WTC Montréal who helps develop the training content."In the case of companies that decide to take steps to begin exporting, our training activities allow them to acquire skills and specific expertise that will facilitate their next steps once they make contact with potential clients." The information technologies SOCIETY As companies evolve within today's information technologies society, training in e-commerce will become more and more important.At the organizational level, the implementation of infotechnologies requires changes in Continuing education: steps toward working more efficiently and a better control over changes and over one's tasks.change (EDI), only 3,000 Quebec companies (6%) are involved in e-commerce - with half of those coming on board within the last year.Moreover, only 8% of companies conducting e-business make on-line purchases.Several companies are taking advantage of the fact that cybercommerce is in its infancy to learn the ropes.This is a good example of proactive training, since many companies will eventually be confronted by the impact of the Internet on their day-to-day activities.The mission of the Electronic Commerce Institute (ECI), another Board of Trade affiliate, is to promote, facilitate, and accelerate the use of e-commerce by local businesses.The ECI vigilantly carries out its own technowatch, providing its members with ready access to strategic information.ECI training activities have made readily available the knowledge required to master the use of electronic commerce.The wide range of training activities offered by the Institute targets experts and beginners, managers, and computer specialists.(See article on this subject in this issue.) Despite the temporary lull in today's dot.com sector, the possibilities presented by the deployment of powerful information technologies (IT) have only just begun to be explored.These opinion concern the best way to achieve this desirable goal.Companies expect the government to listen carefully to them so as to better coordinate their specific needs with the policies developed some years ago.Different companies have different needs, different objectives, and different means.But one thing is certain: whatever their size, all companies must strive to remain competitive in today's global economy.And the government should be seen as their partner in this.Another challenge is to determine more precisely what impact training has had on competitiveness in various sectors over the years.Armed with this knowledge, we can learn from our experience and make the necessary adjustments.Finally, other countries may have something to teach us about public-private partnerships in the area of training.By promoting a culture of continuous training geared toward the future and structuring their needs for continuous training on the basis of their development and the aspirations of their employees, all stakeholders stand to gain.We will be better prepared to face stiffer competition while at the same time protecting jobs.¦ PROFIL 12 Leadership Montréal - September 2001 BENOIT LABONTE, NEW EXECUTIVE VICE-PRESIDENT OF THE BOARD OF TRADE Benoit Labonté, new executive vice-president of the Board of Trade.Benoit Labonté is a man of action who recognizes and wants to showcase the existing and potential resources of metropolitan Montreal on a national and international scale to promote economic development.During his career, he has assumed many responsibilities and projects.Thanks to a wealth of experience acquired over the years and his passion for Montreal, he is now ready to face the many challenges awaiting him at the Board of Trade.An obvious choice Before ascending to the helm of the Board of Trade, Benoit Labonté was president and chief executive officer of the World Trade Centre Montréal for five years.Before that he was special advisor to the honourable Paul Martin, and chief of staff at the Federal Bureau of Regional Development (Quebec).His many mandates, combined with his involvement in various organizations such as the Electronic Commerce Institute and the Conseil des relations internationales de Montréal, to name just a few, have allowed him to build a concrete vision of the regional and global economic market: "My professional background helps me today to understand the issues and players involved, to see the connection between all the elements and to come up with something new to enable the business community to forge ahead." A STRATEGIC VISION The passion is passed on By Anik Hardy, done the way they are."Our role is not to deliver services but rather to exert pressure and draw the decision-makers' attention to issues we consider important and to promote the creation of projects that, if successful, will further the economic development of metropolitan Montreal.We must intervene in major issues such as our international competitiveness and the government's role in the economy and education." Also on Mr.Labonté's to-do list is to mobilize as many people as possible around the Board of Trade's initiatives: "The more people we have, the more effective the Board of Trade will be, and the greater influence it will wield.Members can contribute by making suggestions and offering their thoughts on the positions the Board Of Trade takes and on the issues it wishes to further." The new executive veep explains that he intends to regularly measure the relevance of his initiatives in the eyes of the association's members as well as the Board of Trade's credibility in the media and its influence among decision-makers.For him, evaluation is an integral part of his initiatives.Knowing the impact of the interventions and projects deployed by the Board of Trade is essential to making the required adjustments, if needed.Success, a team effort Mr.Labonté firmly believes that to achieve any outcome you need a dynamic, efficient team.The ability to work together is essential."It is rare that a single person can make things happen.It's usually a combination of people as much as factors." In this regard he cites the recent experience of the World Trade Centre and the teamwork of an enterprise that jumped from 5 to 22 employees in a very short time.achieve our objectives, we have to be thorough not only in our work but also in how we design projects." Current and future issues We have our work cut out for us if we want to set ourselves apart on the world stage.Benoit Labonté explains that we will have to deal with a surge in economic relations between city-regions in the world."Increasingly, economic exchanges, partnerships, other cities will overtake us.We have to quickly bring together the players we need to reinforce our international positioning because that's where the game will be played." As Benoit Labonté says, the help of the business community is essential: "It must make its contribution by explaining to the decision-makers the context, rules and obstacles it faces and will have to face on a daily basis.Lastly, it must ensure that the decisionmakers make the right decisions to promote our local enterprises." According to Mr.Labonté, "It is important to regularly measure the relevance of the Board of Trade's commitments and its credibility in the media".cooperative ties will not take place between countries but directly between cities.It's a phenomenon that is already underway internationally and that will continue expanding, because cities are the only institutions that can offer concrete and direct assistance to their enterprises." A WELCOME APPOINTMENT Despite the magnitude of the challenges he will have to face, Benoit Labonté is pleased and confident in his new position.The new executive veep intends to make things happen at the Board of Trade and is taking steps to make sure he succeeds.Benoit Labonté is a mover and shaker.Ever since his arrival at the Board of Trade, he has spent his time analyzing, questioning, and creating.He is reviewing procedures and why things are To get good results, everyone must have a positive attitude.Being open and amenable to change are necessary traits.He believes it important to be both dedicated and thorough."To The Board of Trade should focus on examining this phenomenon to figure out how to adapt."We don't want to become bigger and stronger just for the sake of it.It really is necessary! We don't have a choice: otherwise the The best is yet to come! ¦ ACTIVITY Leadership Montréal - September 2001 WELCOME EVENING FOR NEW MEMBERS On May 30th there was, at the Board's premises, the third and last new member orientation meeting and reception of the season.An event attended by some 100 new members.The evening was hosted by Jean-Luc Geha, general manager, Call Centre Solutions, Bell Professional Services, and long-time volunteer at the Board of Trade.The new members obtained information on how to get the most out of their membership at the Board of Trade and met the staff of their association.Welcome to all our new members and happy, fruitful networking! ¦ Exceptional networking opportunities happen at welcome evenings for new members.' ' INFO@tLSC.CA © International Language Schools of C anada Montreal - Vancouver - toronto Language Learning for Global Opportunity at Canada's Finest Language School Flexible scheduling and classes Qualified instructors On-site language training Computer Education Specialized classes in French and English are available (e.g.grammar, reading, listening, pronunciation, writing, TOEIC) Internship program 1134 ST.CATHERINE W.SUITE 310 Suppose you could use a credit card online without saying your prayers.The Desjardins Virtual Mall security guaranteed Customers feel more confident doing business with people they know.And trust.Since it's so simple for your business to offer Desjardins Online Payment Service, why not let them enjoy the peace of mind?www.solution.desjardins.com Shipping solutions Desjardins business Metro Peel WWW.tLSC.CA 514-876-4572 clic.net PARTNER 14 Leadership Montréal - September 2001 TRADE MISSION AT THE WORLD BANK Th« World Bank Croup By Sylvain Bouffard, senior advisor, and Stephen Curran, advisor, World Trade Centre Montréal World Trade Centre Montréal Education and training: a priority at the World Bank Education and training continue to play a key role in the development strategies of the Inter-American Development Bank and the World Bank.Indeed, for these two multilateral organizations whose mandate is to support, through direct technical assistance and loans (US$15 and US$9 billion respectively in 2000), development projects in emerging nations, education is one of the key elements in its strategy to reduce poverty.Between 1998 and 2000, these two development banks invested over US$5.5 billion in this sector of activity, chiefly to improve the quality, equity and accessibility of the education systems in borrowing countries.Through sustainable long-term strategies developed together with local stakeholders, the projects focus on such areas as access to education for girls, quality of services, participation in basic education and reform of the education system.Through its projects, the World Bank is active in many nations of Africa, Asia, Eastern Europe and the Americas while the initiatives of the Inter-American Development Bank are centred in Latin America and the Caribbean (with the exception of Cuba).Canadian expertise is a welcome export Canadian expertise in education and training is particularly attractive to borrowing nations of the World Bank and Inter-American Development Bank.First, the Canadian educational system embodies values that are typically at the heart of funded educational projects: accessibility to all, and free.Beyond that, borrowing nations are generally more comfortable with our system where the public sector plays a preponderant role.Bilingualism is also a definite comparative advantage, not only among the French and English-speaking regions of the world, but also in other bilingual environments where the experience of linguistic co-existence is an asset, for example, when developing a bilingual curriculum.This advantage also applies in the area of textbook publishing, where we offer quality products generally at a lower price than in Europe.Because of its vast territory, Canada has also developed expertise in distance education, making it a global leader in this field.This expertise is especially attractive for bank projects aimed at making basic education accessible to rural populations isolated from major urban centres.And finally, another area where the Canadian approach in education sets itself apart is professional and technical training.Indeed, the technical training expertise that CEGEPs, community colleges and trade schools in the country have developed over the years is missing in educational systems that have a developed university network but lack a technical training alternative.In light of the many strengths of the educational and training sector in Canada, the World Trade Centre Montréal was especially pleased to join forces in March with Team Canada to organize an education trade mission to the World Bank and the Inter-American Development Bank in Washington D.C.Reflecting the vitality of this sector abroad, 22 representatives from the educational field travelled to Washington to learn more about the principles, operation and business and contract award mechanisms at the two banks.Once there, the delegates met with the decision-makers and sectoral specialists who develop and manage the projects and who enlightened them on current and future business opportunities.Another mission in April In light of the success of this recent mission, the World Trade Centre Montréal is planning another trip in April.For more information, contact Stephen Curran at (514) 849-6695, or visit the organization's Website at: www.wtcmontreal.com ¦ TRAINING IN INTERNATIONAL TRADE Successful exporting requires CAREFUL PREPARATION By Loïc Dehoux, advisor.World Trade Centre Montréal Exporting: an important business decision Deciding to export is an important business decision that deserves careful consideration.This step is the culmination of the long process of achieving success in local markets.Whether it is to increase your sales volume, boost earnings or spread risk, the decision to export must always be backed by all the employees in the company.For all that, many companies find themselves run- ning into trouble once they begin exporting because they were not adequately prepared An effective targeted program offering practical information The World Trade Centre Montréal has set up practical half-day training workshops, delivered by professional speakers who provide realistic answers to participants' queries and offer effective solutions to their exporting prob- lems.These workshops deal with such subjects as customs regulations and trouble-free trans-border shipping; estimating product prices on foreign markets; selecting the distribution network best suited to the company's needs; credit insurance; financing methods that meet established priorities, etc.Whether you are a novice or seasoned exporter, the workshops are a necessary step in the export preparation process.World Trade Centre Montréal For more information on the World Trade Centre Montréal's training workshops, contact Loïc Dehoux at (514) 849-0435 or visit the organization's Website at: www.wtcmontreal.com ¦ 15 A CTIVITY Leadership Montréal - September 2001 ANNUAL GENERAL MEETING Every fall, the Board of Trade of Metropolitan Montreal holds its Annual General Meeting in which the newly appointed president shares, with the members, his objectives for the upcoming year.Throughout the years, the Board of Trade has effectively positioned itself as a distinctive, influential voice on the matter of metropolitan economics.Under the leadership of its incoming President, the Board of Trade will continue to pursue this role while insuring the relevancy of the products and services provided to its members and to the business community.The Annual General Meeting will take place at the Queen Elizabeth Hotel, 1201 René-Levesque Boulevard, on Thursday, October 2, 2001, from 11a.m.A luncheon will follow.Schedule 11 a.m.Annual General Meeting 12 a.m.Luncheon with presentation of the incoming President's program Tickets $50 - members $75 - non-members $475 - table of 10 (members only) Board of Trade members can benefit from a discount when purchasing tickets through the Board of Trade's Web site: $45 - each ticket $430 - table of 10 Plus GST (7%) and QST (7.5%) Attendees have a chance of winning free Paris-Montreal return airfare for two.Tickets courtesy of: UM3LOHE, Voyages Lexus Information and reservations Telephone: (514) 871-4000 Fax: (514) 871-5971 Web site: btmm.qc.ca/activities ¦ MERCK FR Discovering today .fdr,a-bewat ^SSO mmm.SERVICE VIDEOCONFERENCING: WORKING TOGETHER, EVEN AT A DISTANCE The Board of Trade offers you a fully equipped videoconference room for 8 to 100 people, available by the hour or by the day.Advantages of videoconferencing: • no travel expenses • easily organized • convenient location • less unproductive time • increased performance • shorter meetings • heightened attention The Board of Trade offers you: • 24 hour a day availability • pre-established communications so you start on time • assistance with equipment • VHS recording of conference • extension of conference time, as needed User-friendly operation • dynamic automatic positioning of camera on the speaker • no special procedures for speaking • natural environment for written transmission • paper documents, whiteboard, videotape recorder • high quality sound/image video To learn more about renting our videoconference facilities, please contact our representative at 871-4000, extension 4051.A Board of Trade partnership with V*SPAN Now it's no sweat to get your online business off the ground.* boutiqueboulevard.com The Desjardins Virtual Mall assistance guaranteed No strain.Lots of gain.And you don't have to be a computer whiz to set up shop in the Desjardins Virtual Mall.Just tap into the expertise of our partner Clic.net to help you build your online boutique, and you're in business, www.solution.desjardins.com Shipping solutions H mçm ¦' ¦ ¦ .- ¦ ciic.net business MICAL PROCESSES • WORKSHOPS MIC IRONMENT « INDUSTRIAL SECURITY « 03 INING m COMPANIES * COMPETENCES U NISH « ENGLISH • COMPUTER SCIENCE » ! • CHE] fORlCSHOPS MICROCOMPUTER SOFTWAW JSTRIAL SECURITY * ENVIRONMENT* TEA ÏTENCES UPDATING * SPANISH • CÔMPU I ¦ I rm is* attam rill II ÜIIIIIM Li V W Vll I * v I 1 I TO CTPFMrHTFM 1 IU 31 KtIMun I tN i YOUR NETWORK I I • rm TENCES UPDATING - SPANISH * C0MPU’ M * TRAINING.IN COMPANIES * BIO-FOOC ION * COMPETENCES UPDATING * BfOTE I MICAL PROCESSES • WORKSHOPS MICRCl IRONMENT * INDUSTRIAL SECURITY * C0| INING IN COMPANIES - COMPETENCES l NISH • ENGLISH • COMPUTER SCIENCE • TETICS • INDUSTF AUTOMATION- CHE WORKSHOPS MICROCOMPUTER SOFTWAfl USTRIAL SECURITY • ENVIRONMENT* TEA ETENCES UPDATING • SPANISH « COM PU" m * TRAINING IN COMPANIES * BIO-FOOC riON • COMPETENCES UPDATING « BÏ0TE ER SC CE * CHEMICAL PROCES M1CAL PROCESSES - WORKSHOPS MICRd IRONMENT - INDUSTRIAL SECURITY * cd INING IN COMPANIES « COMPETENCES U WISH * ENGLISH • COMPUTER SCIENCE • TETICS * INDUSTF AUTOMATION* CMS: I TRIAL SECURITY • ENVIRONMENT * TR/j TENCES UPDATING - SPANISH * COMPU i ION * COMPETENCES UPDATING - BIOTE I FOOD • DIETETICS * BIOTECHNOLOGY - II IRONMENT * INDUSTRIAL SECURI1Y * CO INING IN COMPANIES - COMPETENCES i WISH * ENGLISH • COMPUTER SCIENCE * ICS * INDUSTRIAL AUTOMATION* CHEl I COLLEGE DE MAISONNEUVE 3800, rue Sherbrooke Est Montréal (Québec) H1X2A2 ÇlS Tel.: (514) 254-7131 P/^ www.cmaisonneuve.qc.ca PARTNER 16 Leadership Montréal - September 2001 Institut du commence étectforMque fl PierTe Langeiier President and genera! manager Electronic Commerce Institute THE ELECTRONIC COMMERCE INSTITUTE: SOMETHING NEW EVERY YEAR For over ten years now, the Electronic Commerce Institute has been working closely with enterprises to help them achieve their goals by offering leading-edge services and supporting their initiatives.To date, Quebec enterprises have been slowly but surely adopting e-commerce.In 2000, 67% of companies were connected, 32% had a Website and 19% were involved in e-commerce, including electronic document interchange (EDI).This gradual shift to e-business attests to the prudence of Quebec enterprises and to the fact that very few have suffered the same fate as the notorious dotcoms.Last year was marked by new initiatives at the Institute with, among other things, the launch of the E-business Certification program in fall 2000 and the Technology and Strategic Watch program in spring 2001.E-business certification This program developed by the Institute teaches: • e-business analysis, planning and strategic management; • how to integrate all aspects of e-business across all levels of the company: strategic, legal, operational, logistical, marketing and human resources.And offers several advantages: • Recognition by several professional orders and associations; • Electronic business accreditation (3 university credits); • Intensive strategic training (8 days over a 6-week period); • Enrolment in the network of certified members: activities, forum, updates etc; • Listing in the directory of certified members.Strategic watch The Institute also launched a high value-added strategic watch service to help companies better know their customers, market or IT trends and the positioning of their competitors.This service is customized according to the company's sector of operations (telecommunications, manufacturing, transportation and export, health, finance and services).Whether it is competitive, commercial, sectoral, or technological, a strategic watch makes it possible, among other things, to centralize and better share information critical to the company and consequently allows the company to offer products and services suited to the market and customer needs.The Institute also delivers specialized training programs at a company's premises geared to sales, marketing and IT teams, among others, in order to: • equip them with the strategies and tools they need to integrate IT into the company's business model; • teach them how to work within a multi-disciplinary team; • integrate a business model within the company and with customers and partners.The year 2001-2002 promises to be just as active thanks to four new sessions of the certification program, which will be offered in Montreal, Quebec City and Sherbrooke beginning this fall.Many companies will surely want to take advantage of the economic slowdown to plan for the "next wave"! As well, the Institute will hold a Skills Update Day—a unique forum for electronic business in Quebec—reserved exclusively to certified graduates of the Institute's program, who will share ideas and discuss trends and future prospects for e-business, as well as benefit from exchanges, conferences and workshops to immerse themselves in e-matters with their peers.The major event this fall will no doubt be Electronic Commerce Week, to be held from October 29 to November 2.The Institute will be at the centre of the activities with a day of workshops on October 31, and will be a member of the jury at the Grand Gala on November 2.For more information visit our Website at: www.institut.qc.ca This fall will be hopping! The Electronic Commerce Institute would like to welcome back its partners, customers and sponsors, and thank them for their support.¦ PARTNEI 17 Leadership Montréal - September 2001 C ._5L.A CORPORATE WEBSITE: WHY?FOR WHOM?BUT MORE IMPORTANTLY.HOW?By Françoise Mommens, e-business analyst The Internet and information technologies have become daily realities.Still, many enterprises have yet to launch their Website and embark on the path to e-commerce.The most commonly cited reasons are as follows: Why do I need a Website?• "The Internet! I'm not sure it's going to work.It's just a fad." • "Not for me.Too many emails to manage." • "Our competitors aren't on the Net yet, we have plenty of time." • "We've been selling our products this way for the past 20 years, we're not going to change just for the sake of changing." • "It's too expensive." • "The Internet doesn't reach my customers." • "Our product will not adapt to this technology." In Quebec, according to Jean-Guy Rens and Gil Tocco1, 49% of SMEs or nearly 1 out of 2, answered "it's not necessary" to the question, "Have you developed an e-commerce business plan, master plan or strategic plan for your enterprise?If not, why?" As such, only 20% of enterprises with online businesses have planned to implement this new way of doing things, be it electronic document interchange (EDI) or other more advanced forms of e-commerce.Approximately half the enterprises that are not planning to join the online economy state that it is not necessary or that e-commerce is not a priority.Some 20% say they are not yet ready or don't have the time, or that senior management has not yet made the decision.A Website is an excellent promotional and advertising medium, a virtual window on the entire world.Among other things, it is an efficient way to present your products and services, leverage your human resources, develop new markets and launch into exporting.However, this new window on the world requires careful planning.This article offers a primer on creating and launching a Website, the rules of the game and a corporate strategy.Taking advantage of the economic SLOWDOWN TO CREATE (OR UPGRADE) your Website After the freefall and ultimate demise of certain dotcoms, the time is now right not only to reflect on but also to define a new e-commerce strategy.HOW There are several ways of planning your electronic business, but there is no secret recipe.The process that we are suggesting is similar to that of any other structured business plan.If you follow these tried and true steps, you will maximize your chances for success.1) Strategic planning First, you must define your company's needs and objectives based on its human, financial and physical resources.You must also define the role that the Website will play for you and your target clientele as well as your own employees and the impact on your distribution network, if applicable, while taking into account your competitors, your line of business, and the habits of your customers and suppliers.Next, you must appoint a project manager, form a multidisciplinary team, prepare both an internal and external communication plan and define the various phases of implementation.If you do not have qualified personnel to carry out these tasks within the company, you will have to look outside the company for the right services supplier to help you develop or host and manage your Website.All these details are critical because they will determine the actions you take down the road as well as the very success of your project.2) Creativity The design of a "user-friendly" Website does not necessarily mean you have to say goodbye to creativity, innovation and aesthetics.But you must respect certain instructions such as the selection of supported browsers, screen resolution (in pixels), download image size, colour harmony, the use of Flash and Shockwave technologies and the most user-friendly functionalities.Make sure to respect copyrights if you reproduce or copy text or images that do not belong to you.3) Customer loyalty Whether the "new" or traditional economy is involved, customer loyalty is a major characteristic of any commercial undertaking.The e-retailer must put into place the tools and methods to win customer loyalty.The first step is to ensure customer satisfaction, which can be checked by sending an email after the customer receives his order requesting feedback, i.e.impressions, comments or suggestions.This type of survey can also be conducted using an online form.Setting up a "Customers' Club" can also encourage visitors to place an order.Knowing that after their initial purchase, they will be able to benefit from discounts or additional services (e.g.information, advice, free estimates), customers may well be more inclined to buy again from the same merchant.Another popular and proven way of winning customer loyalty (a method that also fits in the "Advertising and Promotion" category) is the electronic newsletter.This regular online publication keeps the customer up to date on the latest changes to the site, news, new products and services, promotions etc.Lastly, there is the "loyalty card," which allows customers to win loyalty points with each purchase (bonus).The customer can redeem these points for gifts or discounts, for example.4) Advertising and promotion You now have a functional Website.Your customers, partners and suppliers know the address and how it works.All you have to do now is make sure everyone else who could benefit from your products and services knows about your online business.There are a number of ways to advertise your company and products and services online such as word of mouth, exchange of advertising banners, electronic letters, the creation of virtual communities and being listed in many directories and search engines.Another method is to publish testimonials from satisfied customers on your Website, an effective way to enhance the perception of the site and its content as authentic and credible.As a general rule, customer testimonials work very well, especially if the comments are signed and the names and addresses included.5) Content You have to be both creative and thorough in filling your pages with relevant information, updating them regularly and most importantly, free of charge.Always think of quality when developing content and adhere to the following principles: usefulness, originality and timeliness.But before you start, place yourself in the shoes of your customers by asking yourself."What type of information would I like to find on this site?" Even is space is unlimited on the Net, it must be used wisely.Less is definitely better, but it must be pertinent information.6) Transaction: selecting payment methods E-tailers: what security method should you choose?E-shoppers: what type of online payment do you trust?Merchant sites always tell users that they are secure, but are they really?How can you really be sure?Internet users are still hesitant about providing their banking information online.Their trust depends, of course, on the company's reputation and the presence of a secure payment system, but also on online insurance that will cover losses due to fraud.What are the facts?7) Security (information technology and data security) According to the results of an international survey on electronic fraud published last March by KPMG, the executives of some of the largest companies in the world are not aware or are poorly informed of the actual vulnerability of their computer networks.While few among them have implemented clear computer security directives, and still fewer check out the-companies that help them design, maintain and manage their e-commerce systems, the respondents all mentioned that credit card and personal information security were their customers' main concerns.Numerous so called "multiple-layer security" programs are available to prevent and detect electronic fraud.These systems use encryption and firewall technology, intrusion detection systems, incident procedures, including 1." Le cybercommerce au Québec " - Ed.Isabelle Quentin, 2001 page 19 ? PRDJECl 18 Leadership Montréal - September 2001 Representation of women on corporate and institutional BOARDS OF DIRECTORS: An ASSET • A STRENGTH * A NECESSITY EQUALITY 2005.ON YOUR MARK! GET SET.GO! By Nicole Ranger, Equality 2005 project manager , Nicole Ranger, director, Equality 2005 Project; retired general director, Conseil scolaire de hie de Montréal 1992-2000; President of the comité des services de garde du Conseil régional de développement de hle de Montréal; and member of boards of directors.By creating Equality 2005, the Board of Trade of Metropolitan Montreal has committed itself to promoting the presence of women on corporate and institutional boards of directors.Through this project, the Board of Trade seeks to showcase the women who already sit on boards of directors and promote those who aspire to becoming members.To achieve its goal, the Board of Trade is currently setting up a Networking Centre that will promote networking between women and companies, offer a mentoring program and training workshops for women, increase awareness among enterprises and create networking opportunities.Each month we will present a feature column to keep members informed on the steps being taken and the results.This section will also showcase special women and report on the various activities organized by the Networking Centre.For more information on this project and the Board of Trade's commitment, refer to the article on page 19 of the June 2001 edition of Leadership Montréal.This article is also available on the Board of Trade's Website at www.ccmm.qc.ca.Go to "Newsroom," Leadership Montréal, and click the latest issue.Women and business at the fore The Board of Trade would like to congratulate; B Monique Leroux, recently appointed president of the $11-billion Desjardins-Laurentian Financial Corporation and chief executive officer of its subsidiaries.This corporation oversees the Mouvement Desjardins' insurance trust, and investment management companies.Christine Marchildon was appointed vice-president and managing director (Quebec) of BMO Harris Private Bank.Her responsibilities involve developing and carrying out the bank's business plan in Quebec and offering wealthy clientele integrated banking, portfolio and estate management services.L^e^a^rac^^ has très will be under her responsibility.Congratulations also to the Mouvement Desjardins for these well-chosen appointments and to its president and chief executive officer, Alban d'Amours; to the BMO Harris Private Bank and its senior vice-president and executive director, Graham Parsons, and its vice-president and head of national mandates, Robert Vickers; and to the Royal Bank and Mrs.Micheline Martin, senior vice-president (Quebec).Women of merit Danielle Maisonneuve was recently awarded the Grand prix de la Société des relationnistes du Québec 2001.A professor at the faculty of languages, arts and communications at UQAM, Mrs.Maisonneuve is the founding director of the Laboratoire d'analyse d'impact médiatique and the Centre de vigie planétaire; and co-founder of the Sino-Canadian Communications Institute of Shanghai University.She also oversees research in public relations, organizational communications, crisis management, the environment, and public health.TO COME Announcements of women appointed to executive positions or boards of directors • Meeting with corporate leaders for the appointment of candidates to sit on boards of directors • Networking and training organizations.If you are a woman and would like to enter your name in our candidate bank, or if you are a corporate leader interested in adding a woman to your board of directors, contact Nicole Ranger, project manager: nranger@ccmm.qc.ca, or Karine Bardier, administrative assistant, at 871-4000, extension 4402.¦ Next conference : HIGH TECHNOLOGY SERIES Discovering new leaders! "Quebec policy on science and innovation: Highlighting its impact on regional economic development" Mr.David Cliche Minister for Research, Science and Technology Government of Quebec Information and reservations: Telephone: (514) 871-4000 Fax: (514) 871-5971 Registration on our Web site: www.btmm.qc.ca/activities Date: Thursday, October 25, 2001 Time: from 7:30 to 9 a.m.Place: Hilton Montreal Bonaventure Major sponsor: m Canada Economic Développement Development économique Canada Canada 5[bdg Business Development Bank of Canada Banque de développement du Canada COMPAQ.group jtelecom COMPLETELY CONNECTED” OGILVY RENAULT <*T1 Devencore NATIONAL BANK Sd*nt« »t TeeAnotojpfe Québec rasa caea PARTNEf ACTIVITIES 19 Leadership Montréal September 2001 i page 17 - A corporate Website.investigation instructions, as well as surveillance and external checks.8) Customer service Customer Relationship Management (CRM) promotes long-term customer loyalty.It provides the enterprise with an overview of the customer (his needs, purchasing habits etc.), thereby allowing it to optimize its customer service, along with its products and services for the customer's greater satisfaction.CRM makes it possible to develop a business communication strategy by focusing on all the communication channels such as personal contact, traditional telephone communications, wireless telecommunications, electronic messaging and the Internet.Thanks to the arrival of new electronic solutions, we are witnessing a convergence between CRM and electronic commerce.By compiling various information on its clientele, a company can optimize both its sales department and marketing strategies.9) Logistics (freight, distribution and return policy) The success of electronic transactions is determined in part by distribution quality and speed, and the cost of managing the flow of services and products.Consequently, transport, courier and logistics companies will have to quickly rethink their traditional functions and considerably expand their service offering in order to become the indispensable partners of choice of electronic retailers.As well, e-retailers must not be content to merely manage the distribution and shipping of their merchandise, but must focus on their return policy, which according to the Gartner research firm, is the real Achilles heel of electronic commerce.To minimize the losses due to poor return policies, logistical infrastructures and the Web can be more fully integrated (a process that appears to be lacking in the current strategic process of many web-driven enterprises).In fact, less than one third of sites have a totally unified system that manages all the distribution channels of a given company and makes it possible to seamlessly control all shipments.There are, however, many other options that can do away with an entire series of useless exchanges, for example: more ergonomic sites, complete information on delivery methods and guarantees, online help forums (FAQ), forms allowing customers to explain the reason for the return, sorting returns by reason (e.g.repair) and automating the return function.Don't miss a special article by the Electronic Commerce Institute of Quebec, "Strategic Planning for Electronic Commerce," in October's issue of Leadership Montréal.¦ AGENDA OCTOBER 2001 11:00 am to 2:00 pm Annual General Meeting Followed by a business luncheon Queen Elizabeth Hotel 7:30 am to 9:00 am Perspectives Electoral Process Monique Lefebvre President Montreal Transition Committee 4 5:00 pm to 7:00 pm Opening cocktail "Learn and Earn" workshops Board of Trade's premises 10 Debate between the candidates to the mayor's office Montréal Bonaventure Hilton hotel Followed by a business luncheon îé Noon to 2:00 pm Business luncheon Quebec's energy choices in the North-American context Mr.Robert Tessier President and CEO Gaz Métropolitain Hotel Wyndham Montreal Information and reservations: Tel.: (514) 871-4000 Fax: (514) 871-5971 Registration on our Web site: www.btmm .qc.ca/activities Tuesday After Hours: Sonia Cloutier Tel.: (514) 871-4000, ext.4067 l