ROLES AND DUTIES OF OPERATION MANAGER IN TCS PESHAWAR

GROUP MEMBERS Sajeel Zaman (Group Leader) Awais Hadi Gul Agha M. Rafique Usman Shakeel Paracha Gr u! "eader #mail $%& sajeel.p.o. !"#a$l.%o# I&RA NATIONAL UNI'ERSIT() PESHAWAR.

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TABLE OF CONTENTS ABSTRACT ........................................................................................................................... ,* ,* INTRODUCTION OF TCS ----------------------... ,. ,. MA/OR FUNCTIONS OF TCS --------------------... ,0 ,0 DUTIES OF OPERATION MANAGER -----------------. ,1 ,2 REFERENCES ---------------------------... ,3

ABSTRACT *+S is ,he leading c urier indus,r- f Pakis,an. Since ./01 *+S has (een ,he ackn wledged leader in d mes,ic c urier ser2ices and has (ec me a generic ,erm f r e3!ress c urier ser2ices in Pakis,an. *+S !r 2ides d mes,ic and in,erna,i nal e3!ress ser2ices , c nsumers4 c r! ra,e4 SM#s and h useh lds. *his is d ne ,hr ugh a na,i nwide ne,w rk f 5678 ffices4 making *+S ,he (igges, such ne,w rk in Pakis,an. *he ,hree maj r func,i ns i.e. finance4 !era,i ns and marke,ing are w rking in ,he (es, in,eres, f ,he c m!an- , main,ain ,he quali,-4 s,andards and increase ,he !r fi,a(ili,- and 2alue. *+S is ,arge,ing (usiness marke, which includes e3! r, im! r, (usinesses and ,he c r! ra,e sec, r which include (anks and financial ins,i,u,i ns. *hen ,he r les and du,ies f !era,i n manager w rking in ,he !era,i n de!ar,men, are

e3!lained in de,ail. *ha, sh ws ,he im! r,ance f !era,i n manager and i,s r le in ,he c m!an-.

INTRODUCTION OF TCS *+S (*ran9um + urier Ser2ice) is a Pakis,an (ased c urier ser2ice. *he c m!an- was s,ar,ed in ./01 and n w ser2es fi2e c n,inen,s and has 2er 5777 l ca,i ns in Pakis,an. *+S is ,he leading c urier indus,r- f Pakis,an. Since ./01 *+S has (een ,he ackn wledged leader in d mes,ic c urier ser2ices and has (ec me a generic ,erm f r e3!ress c urier ser2ices in Pakis,an. )i,h i,s 17 -ears f e3!erience in ,he e3!ress c urier indus,r-4 i, is widel,rus,ed f r relia(ili,-4 s!eed and c n2enience. OPERATIONS4 *+S !r 2ides d mes,ic and in,erna,i nal e3!ress ser2ices , c nsumers4 c r! ra,e4 SM#s and h useh lds alike wi,h !icku!s and deli2eries cr ssing 2er .77 milli n shi!men,s annuall-. *his i, d es4 ,hr ugh a na,i nwide ne,w rk f 5678 ffices4 making *+S ,he (igges, such ne,w rk in Pakis,an. *+S !era,es wi,h 2er 04777 !r fessi nals4 5:;< s,a,e= f=,he ar, call cen,er4 >67 !lus c n2enien,l- l ca,ed #3!ress +en,ers4 dedica,ed char,ered ? eing <1< aircraf,4 57778 n=line and ffline l ca,i ns4 1<6 !lus sa,elli,e ,racked deli2er- 2ehicles and a !r ficien, ,eam f :777 c uriers dedica,ed , !r 2iding - u ,he (es, f ser2ice and relia(ili,- in ,he indus,r-. REASON FOR SELECTING TCS4 #2er since i,s ince!,i n4 *+S has c n,inued , lead ,he c urier @ l gis,ics ser2ice indus,r- in Pakis,an ,hr ugh inn 2a,i n4 !i neering s!iri,4 c mmi,men, @ !assi n. ?esides !r 2iding ,ail r= made !r duc,s @ ser2ices and main,aining indus,r- s,andards c nsidered as (enchmarks4 *+S has c n,inuall- added !r duc,s and ser2ices f r i,s cus, mers s ,ha, i, has (ec me ,he c m!le,e deli2er- s lu,i n !r 2ider. * da- ,he- ha2e ,he ca!aci,- , handle all c nsumer requiremen,s fr m ,he ra!id deli2er- f a single en2el !e ,hr ugh General + urier , carg weighing hundreds f , nes.

MA/OR FUNCTIONS OF TCS .. Ainance 5. B!era,i ns 1. Marke,ing *. FINANCE4 *he finance func,i n f ,he c m!an- f cuses in c s, c n,r l4 !era,ing (udge,s and in,ernal audi,ing. *he finance is required (- ,he c m!an- , !r m ,e a (usiness4 gain asse,s4 de2el ! !r duc,s4 run marke, sur2e-s and ad2er,isemen,. *he (asic finance func,i ns are descri(es asC Raising ca!i,al , su!! r, c m!an- !era,i ns and in2es,men,s. Managemen, f ,he c m!an- cash fl ws and (alancing ,he ra,i financing , ma3imi9e c m!an- 2alue. %e2el !ing ,he c m!an- g 2ernance s,ruc,ure , enc urage e,hical (eha2i r and ac,i ns ,ha, ser2e ,he (es, in,eres, f ,he s,akeh lders. .. OPERATIONS4 *+S is headquar,ered in Darachi4 a, ,he Darachi Air! r, and !r 2ide e3!ress and l gis,ics ser2ices in ,he f ll wing segmen,s& + nsumer , + nsumer ?usiness , ?usiness ?usiness , + nsumer f de(, and equi,-

+urren,l- *+S !era,es wi,h se2en regis,ered c m!aniesC fi2e in Pakis,an and ne each in UD and UA#. *+S is ,he nl- l gis,ics c m!an- ,ha, has i,s wn aircraf, and !era,es a 5:;< call cen,er. A ll wing are s me rele2an, figures regarding ,he !era,ing scale f *+S& M n,hl- !icku!s and deli2eries& 7> milli ns Bffices& 567 !lus

+ n,inen, f !era,i ns& 76 Pr fessi nals ) rking& 04777 #3!ress +en,ers& >67 !lus Bn=line and ffline l ca,i ns& 5777 !lus +har,ered !lanes& 75 Sa,elli,e ,racked deli2er- 2ehicles& 1<6 !lus + uriers& :777 !lus %es,ina,i ns& 1677

0. MAR5ETING4 Tar"e6 Mar e64 *he ser2ices ffered (- *+S are designed in a wa- ,ha, nearl- all (usinesses require i,. *+S ,arge, marke, c nsis,s f (usiness marke, and c r! ra,e sec, r. ?anks and financial ins,i,u,i ns are ,he maj r ,arge, marke, in ,he c r! ra,e sec, r which genera,es a large !ercen,age f i,s re2enues. *he main !r duc, is %BE in rder , send draf,s4 cheques4 e,c. *+S has remained d minan, in ,his sec, r as i, !r 2ides ,imel- and s!eeddeli2er-. B,her maj r ,arge, marke, f *+S is ,he im! r, and e3! r, sec, r. *+S ffers differen, si9ed !ackaging and ensures a safe and ,imel- deli2er- f ,heir g ds.

*+S als ,arge,s c nsumers. A r e3am!le i,s same da- e3!ress and s,uden, e3!ress ,arge,s cus, mers l king f r quick and ec n mical wa- , deli2er ,heir g Pro#o6$o74 A r !r m ,i n !ur! ses4 *+S di2ides i,s cus, mers in, ,w segmen,sC walk=in; cash cus, mers and c r! ra,e; credi, cus, mers. Pr m ,i nal , ls used are as f ll ws& A r + r! ra,e +us, mersC ds r d cumen,s.

*+S + nnec, is ,he news le,,er f *+S !r 2ides c 2erage f ,he ha!!enings rela,ed , ,he c m!an- n na,i nal and in,erna,i nal le2el.

%esk calendars are als dis,ri(u,ed am ng ,hese c m!anies. *+S als has regular ads !u(lished in !res,igi us (usiness !u(lica,i ns including Aur ra4 Har ld4 Pakis,an @ Gulf #c n mis,4 Arida- ,imes4 Air ) rld and ?usiness w rld.

#=Marke,ing is an ,her , l which is recen,l- (eing hea2il- u,ili9ed f r c mmunica,ing ser2ice4 !ricing and dis,ri(u,i n inf rma,i n , ,hem. $nf rma,i2e emails4 (r chures and ca,al gs are sen, , s!ecific (usiness rgani9a,i ns.

*+S runs l -al,- !r grams f r ke- cus, mers n a quar,erl- (asis and als sends s me gif,s annuall- and; r n s!ecial ccasi ns.

A r Mass Marke,ingC P in, f sales ad2er,ising is ,he main !r m ,i nal , l used f r a,,rac,ing cash cus, mers. * ls used are leafle,s4 signs4 (ill( ards4 hangers and ! s,ers. *he highes, 2isi(le !r m ,i n a, ,he u,le,s is ,he ma3imum use f red c l r which is ,he c r! ra,e c l r f *+S. Fehicles !ain,ed in red wi,h *+S l g 2isi(ili,-. A r new cam!aigns and ser2ices4 ads are !ain,ed n ,he (ackd *rucks. $n case f maj r cam!aigns *+S g es f r news!a!er ads in %awn4 Gung4 'ews4 %ail*imes and 'awa=e=waq,. rs f ,he *+S 2ans and n ( ,h sides4 m , r (ikes wi,h red ( 3es n ,he

carriers again wi,h ,he l g and ,he s,andard unif rms f ,he c uriers are used , increase

ROLES 8 DUTIES OF OPERATION MANAGER *. *he !era,i n manager f *+S ffice has , iden,if- and design a !r cess f handling ,he shi!men,s which includes inc ming and u,g ing mails. *he !r cess e3!lains each and e2ers,e! , (e f ll wed and ,he ,ime required f r each s,e! and als f r 2erall !r cess , handle ,he shi!men,s !r !erl-. .. )hen ,he !r cess is iden,ified and c mmunica,ed , ,he em!l -ees and ,he c uriers ,hen i,Hs ,he res! nsi(ili,- f !era,i n manager , make sure ,he !r cess is f ll wed !r !erl- and full- , ensure ,he s,andard f w rk. $n ,his wa- ,he shi!men,s can (e handled wi,h care and wi,h u, an- flaw and dela-. 0. *he !era,i n manager has , make sure ,ha, ,he c r! ra,e cus, mers are managed4 assessed and w rk acc rding , ,heir needs. *he !r !er facili,a,i n f ,he cash cus, mers is als im! r,an, as ,he- are ,he s urce f !r m ,i n f r ,he c m!an-. 2. * make sure ,he !r cess f inc ming and u,g ing mail is !r !erl- and sm ,hl- achie2ed4 i, is ,he du,- f ,he !era,i n manager , !r 2ide wi,h ,he required res urces. *hese includeC !r !er and en ugh area4 c m!u,er s-s,ems4 $* infras,ruc,ure and ne,w rking4 s,a,i nar-4 !rin,ing facili,-4 differen, (ags4 deli2er- 2ehicles4 e,c. +. + mmunica,i n and in,erac,i n f em!l -ees 2er,icall- and h ri9 n,all- is 2er- im! r,an, in !era,i ns f an- rgani9a,i n. As *+S is !era,i n (ased (usiness en,i,- s in ,ime and n ,ime inf rma,i n fl w (e,ween em!l -ees and , ! managemen, is 2er- im! r,an, and ,he !era,i n manager !la-s an im! r,an, r le in ,his regard. $f ,here is lack f inf rma,i n e3change (e,ween ,he de!ar,men,s ,hen ,he !era,i n !r cess is affec,ed a l , and faces !r (lems. 1. *he managemen, res! nsi(ili,f f em!l -ees and ,he w rk dis,ri(u,i n !era,i n manager. *he hiring4 f ,he em!l -ees is als ,he r

rien,a,i n and (asic kn wledge

unders,anding

f w rk !a,,ern ,

,he em!l -ees in

!era,i n de!ar,men, all are ,he

res! nsi(ili,- f !era,i n manager. 9. *he !era,i n manager has , define and dis,ri(u,e ,he r u,es f r deli2ering and !icking u! ,he mails and shi!men,s. *hen ,he c uriers are assigned f r e2er- r u,e , make sure in ,ime deli2er- f shi!men,s , ,he cus, mers and als , facili,a,e ,he !icku!s fr m ,heir cus, mers. 3. $, is ,he du,- f !era,i n manager , manage ,he c uriers well. $, includes ,he recrui,men,4 rien,a,i n and ,he ,raining f ,he c uriers. *he ,w ,-!es f c uriers are recrui,ed and w rking in *+S i.e. incen,i2e c uriers and salaried c uriers. *he incen,i2e c uriers are !ain n c mmissi n (asis !er deli2er-. *he salaried c uriers are n ,he !a-r ll f ,he c m!anand ,he- ge, fi3ed salar- n m n,hl- (asis. :. *he !era,i n manager als has , ensure ,ha, ,he s,and(- c uriers are a2aila(le. $n case f an- !r (lem r reas ns if an- c urier is a(sen, ,hen ,h se s,and(- c uriers can (e gi2en ,he res! nsi(ili,- f deli2ering ,he shi!men,s f ,ha, !ar,icular c urier. *,. Assessing and e2alua,ing ,he marke, and ,he cus, mers and ,he !r duc, designing and ffering acc rding , ,he needs and wan,s f c r! ra,e and cash cus, mers and acc rding , ,he ,arge,ed marke,s.

REFERENCES

Welcome to TCS Pakistan. (October 20, 2013). Retrieved rom !tt"#$$%%%.tcsco&riers.com$"k$!ome.as"' (ntrod&ction. (October 20, 2013). Retrieved rom !tt"#$$%%%.tcsco&riers.com$"k$)bo&tTCS$*e a&lt.as"'+,link-1 .ai/an 0asit. (October 11, 2013). TCS 2arketin3 Re"ort. Retrieved rom !tt"#$$%%%.scribd.com$doc$44565316$TCS72arketin37Re"ort Re!mat Parac!a. (October 11, 2013). TCS Pakistan. Retrieved rom !tt"#$$%%%.scribd.com$doc$36163648$TCS7a!san729do%nload *ana :ri in. (October 14, 2013). Role o .inance in a 0&siness. Retrieved rom !tt"#$$smallb&siness.c!ron.com$role7 inance7b&siness7240.!tml