“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 Customer collection Collection request received at details passed to local depot local van Parcel flown to TNT Jet Station in destination country Clear customs and sort to local depot Driver collects parcel from customer Sort to destination country at TNT Superhub Linehaul to local depot Parcel returned to collection depot for routing to delivery depot Parcel flown to TNT Europe Hub in Liege Tranship onto delivery vehicle at local depot Linehaul to TNT Jet Station for export Clear customs and load on TNT aircraft at TNT Jet Station Parcel delivered on time
European air network HEL l Air express hub in Liege l 55 airports served (up from 43 in 1999) OSL ORB SVG EDI BFS GOT MME DUB SNN BLL LPL CPH ORK l ARN 500 sectors flown each week MMX BHX STN 3 HAJ 2 LGG WAW LEJ CGN JFK CDG FRA PRG NTE NUE BSL VIE GVA BUD LYS BOD VIT TLS OPO BGY MRS BLQ NCE ZAZ LIS MAD BCN VLC CIA SVQ ATH IST
European road network IC FI Road Express Hubs in: Arnhem Northampton Paris Frankfurt Helsingborg Milan Hannover Brussels Nuremberg Madrid SE NO IE DK GB NXH TKU HLB QAR HNJ BZQ NL PL DE BE DFT LU CZ LGG DNG VIE SL GNQ FR PT ES MAD CH RU ET LV LI BL HU AT RO MIL SO CR BO HZ IT BU MA AL GR OK
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
Key elements of strategy l l l l l 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
EFQM business excellence model ENABLERS RESULTS PEOPLE LEADERSHIP POLICY & STRATEGY PARTNERSHIPS & RESOURCES PROCESSES CUSTOMER RESULTS SOCIETY RESULTS INNOVATION AND LEARNING KEY PERFORMANCE RESULTS
Our seven key processes l Winning and keeping profitable customers l Delivering on time and in perfect condition l Issuing clean invoices and getting paid l Recruiting, equipping and empowering people l Ensuring safe and secure work places l Creating and strengthening competitive edge l Making money
Our winning formula l Ask customers what they want l Equip all staff to provide customer satisfaction l Measure key outcomes for improvement l Create enthusiasm and success l Recognise and reward all achievements l Always strive to beat previous best performances
Engage all staff in the pursuit of agreed objectives l l l l l 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
Measure employee satisfaction People Survey Satisfactory & Above 2001 2000 1999 Does TNT have a responsible attitude to the community? 94% 92% 85% How do you rate TNT as an employer? 91% 83% How do you rate your working environment? 83% 79% 73% Does TNT provide equal opportunities for all? 85% 83% 75% How well does TNT meet our customers’ needs? 94% 88% TNT offers a good quality service? 92% 91% 88%
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”
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 Rix IIP Assessor
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
Operating Profit Six Months Ended June 30
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