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MUHAMMAD ALI JINNAH UNIVERSITY


          ORGANIZATION:
“TCS (TOTAL CUSTOMER SATISFACTION)”


          SUBMITTED TO:
   ...
SUBMISSION DATE:
 “20TH APRIL 2012”
MANAGEMENT TEAM




MR.KHALID NAWAZ AWAN

CO- FOUNDER AND CHAIRMAN




MR.JAMIL JANJUA...
MR.SAQIB A. HAMDANI CEO




MR.ALI LAGHARI

VP-EXTERNAL AFFAIRS




MR.IMRAN YOUNUS

VP-FINANCE AND CORPORATE AFFAIRS




...
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TCS - Final Project Report
TCS - Final Project Report
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Tcs file

  1. 1. MUHAMMAD ALI JINNAH UNIVERSITY ORGANIZATION: “TCS (TOTAL CUSTOMER SATISFACTION)” SUBMITTED TO: “MISS UZMA KHAN” SUBJECT: “INTRODUCTION TO MANAGEMENT”
  2. 2. SUBMISSION DATE: “20TH APRIL 2012” MANAGEMENT TEAM MR.KHALID NAWAZ AWAN CO- FOUNDER AND CHAIRMAN MR.JAMIL JANJUA CEO, OCTARA
  3. 3. MR.SAQIB A. HAMDANI CEO MR.ALI LAGHARI VP-EXTERNAL AFFAIRS MR.IMRAN YOUNUS VP-FINANCE AND CORPORATE AFFAIRS MR.JAMIL AHMED VP-BPR AND SPECIAL PROJECTS
  4. 4. MR.RIZWAN HAFEEZ VP-STRATEGY AND RETAIL MR.SALMAN AKRAM VP-SALES MR.SYED ATAUR REHMAN HEAD OF AVIATION
  5. 5. ABSTRACT 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 their mind, TO CONTINUALLY STRIVE TO ACHIEVE EXCELLENCE- BOTH ON AND OFF THE JOB.
  6. 6. PRESENTED BY • HAFIZ.M.IBAD-UR-REHMAN • MOHAMMAD IMRAN • SHARIQA MAHBOOB • RUBAB ZHRA • HADEQA JAWED
  7. 7. 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 & INNOVATION: 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
  8. 8. couriers and more than 6000+ experienced people to facilitate the swift and secure operations. INTRODUCTION TO Mr. Khalid Nawaz Awan Chairman 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-
  9. 9. 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. VISION STATEMENT TCS will be recognized and respected as professional, innovative, profitable information, and knowledge based logistics/services enterprise. MISSION STATEMENT To direct all organizational efforts at building upon the existing organizational strengths and brand
  10. 10. 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 MILESTONE 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 courier industry.
  11. 11. 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". CORE VALUES
  12. 12. Quality 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. Ethics Nothing unethical shall be practiced by TCS people in relation to our customers and the world at large. Justice Justice to be the guiding principle of TCS people. Creative Growth In its quest for expansion TCS shall encourage innovative thinking amongst its people. HIERARCHY The hierarchy of TCS is very simple and well defined. Board of directors is stated at the top in hierarchy.
  13. 13. CEOs. 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,
  14. 14. leading to the development of new Warehousing and Logistics products. 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 heads. Domestically TCS is divided in to 3 regions; North , South, and Central region and there are regional
  15. 15. directors who controls the operation in their respective regions. 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 under them. There are number of regional heads working under the supervision of their managers. Working hard to lead their organization towards the height of success. CORPORATE SOCIAL RESPONSIBILITY (CSR)
  16. 16. 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 endorsement.
  17. 17. 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 Swat... 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.
  18. 18. 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
  19. 19. 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
  20. 20. Partners GEO TV, ARY DIGITAL and AAJ TV for flood relief work. 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. PLANNING LONG TERM PLANNING TCS have Long term and Short term plans. To achieve their long term planning they work on short term plans. Their plans are basically to build leadership in market. To increase their customers earn profit by winning their hearts. They want to make financial bank where they can provide loans etc.
  21. 21. 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. ORGANIZING They keep logistics in ware housing and then distribute. 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 loss. They have ware house management and process automation. CONTROLLING
  22. 22. They ensure the package safety, they courier from every single delicate thing to heavy machinery. 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 be rewarded. REGIONS 350 CITIES IN PAKISTAN. NETWORK DIVIDED INTO THREE REGIONS.
  23. 23. SOUTH REGION Karachi Quetta Sukkur CENTRAL REGION Lahore Multan Faislabad NORTH REGION Rawalpindi Islamabad Peshawar
  24. 24. SERVICES 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. Logistics Services 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.
  25. 25. LEADING: 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 organization. • THEY TRAIN THEIR JUNIORS OR NEW EMPLOYEES TO ADJUST IN REQUIRED ENVIRONMENT: In TCS the senior staff can give trainings to their junior employees for work better or to adjust in their organizations environment what they
  26. 26. required. They also polish their juniors for future managers. • 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 environment. • VP’s CAN APPRECIATE THE IDEAS OF THEIR EMPLOYEES: 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 WORK: 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 one.
  27. 27. CONCLUSION 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 CUSTOMERS.

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