MUHAMMAD ALI JINNAH UNIVERSITY
“TCS (TOTAL CUSTOMER SATISFACTION)”
“MISS UZMA KHAN”
“INTRODUCTION TO MANAGEMENT”
“20TH APRIL 2012”
MR.KHALID NAWAZ AWAN
CO- FOUNDER AND CHAIRMAN
MR.SAQIB A. HAMDANI CEO
VP-FINANCE AND CORPORATE AFFAIRS
VP-BPR AND SPECIAL PROJECTS
VP-STRATEGY AND RETAIL
MR.SYED ATAUR REHMAN
HEAD OF AVIATION
TCS Courier Company has been working since
1983, serving customers across the globe. They
are very much concerned about their
customers. They want to build leadership in the
market, and give best service to their
customers across the boundaries in a short
period of time. They want to grow as a regional
and global player, with emphasis on Europe,
Middle East and North America. By keeping in
mind their responsibility as no 1 courier
company they are also social responsible. They
do not only courier logistic but they have other
services too to facilitate customers such as
MMS, OCTARA, SENTIMENTS EXPRESS, VISA
FACILITATOR. Thus, they keep one thing in
TO CONTINUALLY STRIVE TO ACHIEVE
EXCELLENCE- BOTH ON AND OFF THE JOB.
• MOHAMMAD IMRAN
• SHARIQA MAHBOOB
• RUBAB ZHRA
• HADEQA JAWED
INTRODUCTION TO TCS:
TCS came into being in 1983 as a domestic courier
company. The TCS journey since its inception has
been exhilarating and as recorded in the Havard
Business Case Study, the Company that Engineer
Khalid Awan established with his brother has found
itself in trailblazing roles, and developed an entire
Industry that has withstood the trials and tribulations
of cohabiting with the Government sector, and strove
every inch of the way to find win-win solutions in the
service of Pakistani prosperity.
COMPLETING 29 YEARS OF SERVICE &
29 years into its existence the TCS brand has
evolved, into a formidable symbol of trust &
reliability. TCS provides express and logistics
services in the C2C, B2B and B2C segments. This it
does through a wide network of "155" offices making
it the biggest network in the country, along with over
" 425 " retail outlets and over 2000 online and offline
locations nationwide ideally located for easy
customer access. TCS has 1 dedicated chartered
plane Boeing 737 and over 230 fully equipped
modern satellite-tracked ground vehicles, 2700 plus
couriers and more than 6000+ experienced people to
facilitate the swift and secure operations.
INTRODUCTION TO Mr. Khalid Nawaz Awan
Mr. Awan is co-founder and Chairman of TCS. His
businesses developed over the past 25 years are
collectively called the „Tranzum‟ group.
A mechanical engineer by education, Mr. Awan and
TCS, are subject of a Harvard Business School Case
Study on „International Entrepreneurship‟ - included
in the MBA curriculum for the past six years.
Besides business he devotes his time to several
welfare, and professional bodies.
Mr. Awan is a lifetime member of the „World
Presidents Organization‟ an alumni and past Chapter
Chairman of the Young Presidents Organization –
YPO, and member of their Peace Action Network
Forum that works for global peace.
He is Toronto Committee member of „Human Rights
Watch‟, is Director of the Toronto based 'Canada-
Pakistan Business Council, and member of the Dubai
based 'Canada-Arab Business Council', and he
represented the Paris based „International Chambers
of Commerce‟ (www.wbo.org) at the United Nations
General Assembly session on „Millennium
Development Goals‟ in 2003.
Mr. Awan is a Fellow of the Royal Aeronautical
Society, of UK.
He is married and have three grown up children.
TCS will be recognized and respected as
professional, innovative, profitable information, and
knowledge based logistics/services enterprise.
To direct all organizational efforts at building upon
the existing organizational strengths and brand
recognition to achieve enhanced levels of profitable
growth in the core business.
Diversify into new areas that compliment and
supplement the core business. With the
diversification aimed at achieving excellence and
industry leader status in the new areas
TCS People will however be encouraged to be open
to unconventional ideas and services and recognize
new trends at very early stages".
TCS has achieved many milestones by developing
into a business model that continues to grow
stronger. Realizing the customer needs and
ambitions to lead the courier industry of Pakistan
have always been the driving principles in the
milestones that TCS has achieved over the years.
This has resulted in setting benchmarks to improve
the overall quality and standards in the express
TCS MISSION STATEMENT
"To direct all our organizational efforts at building
upon the existing organizational strengths and brand
recognition to achieve enhanced levels of profitable
growth in the core business, and diversify into new
areas that complement and supplement the core
business, with the diversification aimed at achieving
excellence and industry leader status in the new
areas. The TCS People will however be encouraged
to be open to unconventional ideas and services and
recognize new trends at very early stages".
TCS people should direct every effort to deliver
maximum value and satisfaction to our customers.
Profitability through Efficiency
Efficiency will be the hallmark of TCS people to
optimize profitability and growth.
Nothing unethical shall be practiced by TCS people in
relation to our customers and the world at large.
Justice to be the guiding principle of TCS people.
In its quest for expansion TCS shall encourage
innovative thinking amongst its people.
The hierarchy of TCS is very simple and well defined.
Board of directors is stated at the top in hierarchy.
OCTARA is the separate entity of TCS which
conducts trainings and event management. The CEO
OCTARA is Mr. Jamil Janjua. Upon Jamil‟s initiative,
TCS launched its own HR & Management
Development Services under the name OCTARA to
source local and overseas trainers of repute and
conduct seminars and workshops for the corporate
sector. Both these initiatives have received an
overwhelming response, and very favorably
positioned the TCS brand image as a concerned good
corporate citizen.In 2004, Jamil Janjua re-located to
Dubai as Group CEO to oversee the international
expansion while exploring the future and identifying
new opportunities for the Group.
CEO functional is MR. Saqib A. Hamdani.Saqib means
the action stations at TCS. He has the over-all control
on VPs and all the VPs are mandatory to report Mr.
Saqib Hamdani. Saqib was responsible for the
concept and financing of the state-of-the-art Print
Shop, and the creation of the Mail Management
Solutions product. He also has to his credit the
integration of TCS Road Transport and TCS Courier,
leading to the development of new Warehousing and
After the two CEOs then comes the layer of VPs. Each
department of TCS has its own VP excluding the
department of human resource.
1. Ali Leghari
VP - External Affairs.
2. Imran Younus
VP - Finance & Corporate Affairs.
3. Jamil Ahmed
VP - BPR & Special Projects.
4. Rizwan Hafeez
VP - Strategy & Retail.
5. Salman Akram
VP – Sales.
After the layer of VPs there are no of heads of the
departments. Different departments have different
Domestically TCS is divided in to 3 regions; North ,
South, and Central region and there are regional
directors who controls the operation in their
Then, the huge layer of managers. In Pakistan,
around 150 managers are working and giving their
best and being the role model for the people working
There are number of regional heads working under
the supervision of their managers. Working hard to
lead their organization towards the height of
CORPORATE SOCIAL RESPONSIBILITY (CSR)
Corporate Social Responsibility (CSR) has become a
fundamental part of businesses today. Being the
largest courier and logistics company of Pakistan,
TCS has not disregarded the expectations of its
stakeholders, and realizes its responsibility towards
the country and society. CSR constitutes the paying
of taxes and the running of a tight and transparent
operation wherein the employees are well taken care
of. In this regard, TCS has few peers and can
rightfully claim the high moral ground.
In terms of Corporate Philanthropy TCS provides
Free of Cost services to various welfare societies and
NGOs, helping their cause in its own way by
providing Free of Cost (FOC) basis delivery of their
documents, as well as material and moral assistance.
Included in this list are organizations like SIUT, SADA
Welfare Trust, SOS Village, The Citizens Foundation,
The EDHI Foundation, etc. Through its Customer
Magazine CONNECT, TCS communicates profiles and
news of these worthy causes to its vast database of
blue chip customers, providing them with its
In the Education Development sector, TCS provides
sponsorships and free of charge services to various
institutes like IBA, LUMS, School of Leadership, as
well as different student bodies.
TCS also helps various governmental organizations
like Drug Enforcement Cell, projecting the spirit of
patriotism and working for a better Pakistan.
WAR! And The Longing for Peace in
TCS and GEO's PUKAR Team Up for Relief Work
Innocent people have had their lives disrupted and
routines shattered by those who would force their
irrationality upon civil society through brute force.
As a service provider to the rank and file of civil
society, TCS too has borne part of the brunt of this
trauma, and shares in the resettlement concerns of
the Internally Displaced People.
TCS is doing its bit in alleviating the suffering of the
affected from Swat, and has teamed up with GEO
TV's PUKAR, an NGO involved in relief work.
TCS Couriers throughout its Network will respond to
donation calls made in response to GEO's public
service announcements, collect the cheques and
deliver them to GEO's PUKAR for onward distribution
to the needy.
A number of TCS Couriers have been caught up in the
Swat upheaval, and have been provided timely relief
by the Company for as long as required until matters
return to normal.
Flood Relief Activity
TCS Joins Hands with Leading Media Partners for
flood Relief activity
The recent floods in Pakistan have caused
devastation of enormous proportions, leaving at least
1600 dead and millions homeless. A large area the
size stretching from Pakistan¹s north to south has
been destroyed. The ravaging floods wiped out
thousands of houses, schools, shops, markets,
hotels, parks, crops, and billions rupees of
investment. Till now many have lost the battle of their
life. The affected and survivors are also facing threat
of death & disease. At the moment more than six
million desperately need emergency aid but most still
have not received it. Tens of thousands of villages
remain under water. The floods are now covering an
area size of England. At least 160,000 square
kilometers of land is covered with water. It is
estimated the country's economic losses could spiral
to approximately $80 billion.
As a service provider to the rank and file of civil
society, TCS too has borne part of the responsibility
of this trauma, and shares in the resettlement
concerns of the Internally Displaced People. TCS is
doing its bit in alleviating the suffering of the affected
people and has joined hands with Leading Media
Partners GEO TV, ARY DIGITAL and AAJ TV for flood
All media partners have made Flood Relief Funds.
TCS couriers throughout the length and breadth of
the country will respond to donation calls for
collection of crossed cheques from official and
residential addresses and deliver them to Media
Partners accordingly. Similarly these crossed
cheques can be dropped at 398 Express Centers
located all across the country.
LONG TERM PLANNING
TCS have Long term and Short term plans. To
achieve their long term planning they work on short
Their plans are basically to build leadership in
To increase their customers earn profit by winning
They want to make financial bank where they can
provide loans etc.
Their next target is to hit North America.
SHORT TERM PLANNING
Their everyday targets, to retain customers and
provide best service to them. Delivery of courier to
the right place making records and satisfying the
customer incase of any lost.
They keep logistics in ware housing and then
They have to maintain ware house management in
which they keep record of everything, the things they
receive keep them in a way that there should be no
They have ware house management and process
They ensure the package safety, they courier
from every single delicate thing to heavy
The next step is allocation of packages. Which
vehicle has to carry the courier?
They ensure the availability of delivering teams
means their courier team has to complete the
task no matter whatever the conditions are
there. You have to drop what you have to.
They control their employees by management
staff they do give freedom and open
environment to work. Give your ideas, you will
350 CITIES IN PAKISTAN.
NETWORK DIVIDED INTO THREE REGIONS.
International Express Services
TCS has a strong presence not only in Pakistan but
also in the UAE, UK and Canada. TCS offers
international delivery services - International
Documents and Parcel Express Delivery - to over
3,500 destinations across the world through its
extended International Network.
Domestic Express Services
TCS has emerged as the most trusted name for
delivering a wide range of documents, packages,
parcels and cargoes within Pakistan. Domestic
Express Delivery Services include.
Realizing the potentials of Supply Chain Management
in Pakistan, TCS launched its Logistics Wing as a
registered company in 2002 as TCS Logistics
(Private) Limited.TCS Logistics has 3 divisions,
namely (a) Overland Express, (b) W&D (Warehousing
& Distribution), and (c) Fleet Solutions. TCS Logistics
employs 898 professionals, working day and night to
add value to your businesses.
This is a leading function. When managers motivate
subordinates, help resolves work conflicts, influence
individuals or team work as they work, select the
most effective communication channel, or deal in any
way with employee behavior issue, they are leading
LEADING IN TCS
• VP’s LEADS THE ORGANIZATION:
In TCS organization their VP,s(vice presidents)
can hold the leading function and lead their
• THEY TRAIN THEIR JUNIORS OR NEW
EMPLOYEES TO ADJUST IN REQUIRED
In TCS the senior staff can give trainings to their
junior employees for work better or to adjust in
their organizations environment what they
required. They also polish their juniors for future
• MANAGERS MOTIVATE TO SUBORDINATE:
In this organization manager motivates
subordinate by giving benefits like:
Increasing in salaries.
Increasing in annual leaves and bonuses.
Provide best quality of food and peaceful
• VP’s CAN APPRECIATE THE IDEAS OF THEIR
The VP‟s of TCS organization can appreciate the
new ideas of their employees and if the ideas will
becomes profitable for their organization then
they gives rewards to their employees.
• INFLUENCE INDIVIDUAL OR TEAM AS THE
In TCS organization the senior staff checkout the
growth of individuals and teams either they work
properly or not and in this organization all
members can done their works in groups or
teams because the organization can‟t be run by
TCS is an organization with its vision and
continuously working to achieve it. They are giving
their services across the globe. Due to their trust and
reliability and effective service the word courier has
been replaced by TCS.
THEY ARE BUILDING THE RELATIONS WITH
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