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“Delivering Global Excellence”

“Delivering Global Excellence”. Alan Jones Group Managing Director. Global integrator. Our vision. To be the most successful global business to business express delivery company. Our mission. Provide the fastest and most reliable express delivery service. On demand door to door service.

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“Delivering Global Excellence”

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  1. “Delivering Global Excellence” Alan Jones Group Managing Director

  2. Global integrator

  3. Our vision To be the most successful global business to business express delivery company

  4. Our mission Provide the fastest and most reliable express delivery service

  5. On demand door to door service Linehaul to TNT Jet Station for export Customer collection request received at local depot Collection details passed to local van Driver collects parcel from customer Parcel returned to collection depot for routing to delivery depot Parcel flown to TNT Jet Station in destination country Sort to destination country at TNT Superhub Parcel flown to TNT Europe Hub in Liege Clear customs and load on TNT aircraft at TNT Jet Station Tranship onto delivery vehicle at local depot Clear customs and sort to local depot Linehaul to local depot Parcel delivered on time

  6. HEL OSL ARN ORB SVG EDI BFS GOT MME DUB SNN BLL LPL CPH MMX ORK BHX STN HAJ 3 LGG 2 WAW LEJ CGN JFK CDG FRA PRG NTE NUE BSL VIE GVA BUD LYS BOD VIT BGY MRS BLQ TLS OPO NCE ZAZ LIS MAD BCN CIA VLC SVQ ATH IST European air network • Air express hub in Liege • 55 airports served (up from 43 in 1999) • 500 sectors flown each week

  7. IC FI SE TKU RU NO ET HLB LV DK GB IE LI BL NXH QAR NL BZQ HNJ PL DE DFT BE LU CZ OK LGG DNG VIE SL GNQ HU FR AT CH RO SO CR MIL BO HZ IT BU MA PT ES AL GR MAD European road network Road Express Hubs in: Arnhem Northampton Paris Frankfurt Helsingborg Milan Hannover Brussels Nuremberg Madrid

  8. Our global strategy Build upon the leading position of TNT Express in the European door to door express delivery market and achieve profitable growth in the rest of the world by delighting customers

  9. Key elements of strategy • Delight customers with friendly fault free service • Create and exploit unique express delivery products • Focus on small to medium sized users • Service profitable global accounts in carefully selected vertical markets with a central sales team • Offer easy to use systems and technologies • Expand the TNT Express network in key markets • Develop profitable national services where successful TNT Express International operations are in place • Be the employer of choice in our industry • Use the EFQM Excellence Model everywhere

  10. EFQM business excellence model ENABLERS RESULTS LEADERSHIP PEOPLE PROCESSES PEOPLE RESULTS KEY PERFORMANCE RESULTS POLICY & STRATEGY CUSTOMER RESULTS PARTNERSHIPS & RESOURCES SOCIETY RESULTS INNOVATION AND LEARNING

  11. Our seven key processes • Winning and keeping profitable customers • Delivering on time and in perfect condition • Issuing clean invoices and getting paid • Recruiting, equipping and empowering people • Ensuring safe and secure work places • Creating and strengthening competitive edge • Making money

  12. Our winning formula • Ask customers what they want • Equip all staff to provide customer satisfaction • Measure key outcomes for improvement • Create enthusiasm and success • Recognise and reward all achievements • Always strive to beat previous best performances

  13. Engage all staff in the pursuit of agreed objectives • Share the vision and mission • Engage everyone in the plan • Recruit for attitude • Train for skills • Provide empowerment • Seek opinions • Measure satisfaction • Promote from within • Recognise excellence • Create unity of purpose

  14. People Survey Measure employee satisfaction

  15. Engage all staff in the pursuit of agreed objectives “Take care of your people, let them take care of your customers and the rest will take care of itself”

  16. 2000 IIP Assessment “It was rewarding to talk to TNT people as far apart geographically and culturally as Delhi, Santiago de Chile and Arnhem and to perceive unity of management commitment to people. I use these places only as an example because every TNT location would permit the same comment. There is a sense of pride and enthusiasm everywhere supported by a commitment to service excellence at all levels” Roger RixIIP Assessor

  17. 2000 IIP Assessment “TNT has created an environment that is conducive to change by capturing the hearts and minds of employees” IIP Assessor Feedback Report 2000

  18. Operating ProfitSix Months Ended June 30

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