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Internship Report

Abubakar Ramzan (BBA


HONS.)
Presented to, TCS
Management
Gift University
Gujranwala
Period covered: 07/07/2014 to 31/08/2014
26/08/2014
Introduction

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 couriers and more than 6000+
experienced people to facilitate the swift and secure operations.

Almost three decades into its existence, the TCS brand has evolved, into a symbol
of trust & reliability. TCS provides domestic & international express services to
consumers, corporates, SMEs and households alike, with pickups & deliveries
crossing over 6 million a month. TCS operates with over 6,000 professionals, 24/7
call center, 430 plus conveniently located Express Centers, dedicated chartered
aircraft, 2000 on-line & offline locations, 225 plus satellite tracked delivery vehicles
and a proficient team of couriers dedicated to providing you the best of service and
reliability in the industry. With a view to enlarging its presence in the global village,
TCS operates in international territories through its business partners in Dubai and
London, providing access to its customers to over 3,500 destinations worldwide.
TCS has achieved many milestones by investing into its business model that continues
to grow stronger. Realizing the customer needs and expectations 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 of the
express courier industry.
TCS achievements have led to a case study, undertaken by Harvard Business School
in 2003 for 'International Entrepreneurship' course of MBA. It has been mentioned
in the textbooks used by Harvard Business School as a model of highly effective
company from the developing world.
A case study on TCS has also been included in Philip Kotler’s latest South Asian
edition of “Principles of Marketing” which is being taught at the best & biggest Business.
Schools across South Asia. In 2007 TCS selected as the “case study” in “Harvard
SCHOOL of BUSINESS AND ECONOMICS”. It is being an achievement for TCS as
because TCS is the 1st PAKISTANI brand selected in HARVERD School of BUSINESS
and ECONOMICS as the case study.

TCS Pakistan Facts and Figures:


5000+ Employees.
1500+ Motorcycles.
400+ Light And Heavy Wheel Vehicles.
4 Million+ Shipments per month.
Around 2000+ Offices.
350+ Offices World Wide.
6 Aircraft.
3500+ International Destinations.

TCS Mile Stone:


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.

1983  In 1983 company came into being with the 25 shipment order through out all
Branches despite of great restrictions from government and GPO TCS starts their
working. At the very begging of TCs they starts their outlet in LAHORE , KARACHI and
ISLAMABAD .

1985  In the begging of 1985 and at the end of 1985 TCS start to expand their
network throughout the nation. With more then 100 outlets in all over PAKISTAN in
different and distant places to met PAKISTANI banking needs at that time.

1989  In the middle of 1989 TCS proudly launched SENTIMENTS EXPRESS. In


which wide range of GIFTS and Unique Surprises are present which are delivered
through out the world at the same cost of that product in that nation .
1990’s  In the start of the era of 1990 TCS becomes the leading Courier Service
provider in ALL over Pakistan with round about 500+ Outlets all over the nation with the
same day transfer facility. These years are also known as TCS high years in the history.

1992-1996  After becoming number 1 Courier service provider in Pakistan TCS


diversify its structure to become self reliant and self depended Courier provider In
Pakistan with their own CARGO and Trucking service . Also with their own Shipment
facilities, Round the Clock. At that time till yet TCS is the only courier provider in
Pakistan with their own Transport Facilities.
1997-2000  In the begging of 1997 TCS expand its network to international market to
provide Courier service to Pakistani in international market. At the begging TCS starts
its operation in selected countries of U.A.E. with round about 10 outlets in U.A.E.
Afterword expansion in network take places with the change in need of society.
Afterword in middle of 1998 TCS covers all U.A.E. Then to provide access of Pakistani
to Canadian market TCS starts its operation in TCS on temporary basses. After 9/11
TCS stops its working in CANADA due to restrictions or banns by government and also
due to disliking of Canadians.

2001-2002  In the start of 2001 and almost at the end of 2002. TCS starts to
restructured their entire organization to provide best and good facilities to Peoples of
Pakistan at their stops by increasing outlets and by increasing channels in different
cities as well as towns.
2002  In 2002 another major achievement done was of formation of TCS aviation to
become more reliant and more reliable. In the same ERA TCS expand its network in the
market of UK to provide service of courier to the people of BRITISH. In the same ERA
of 2002 TCS formed Road Transport service (renamed TCS logistic in 2006)system to
deliver shipment through out the Pakistan.

2003  In the ERA of 2003 TCS is selected as the case study in HARVED school of
Business and Economics to provide learning facilities and training to BUSINESS
students.
2004  In the era of 2004 to provide more services at door steps of Pakistanis TCS
launched NON-Resident Visa facility of different countries with direct link with Embassy
of that nations. Nation include in TCS Provision are “ CANADA , INDIA , SPAIN and
ITALY ”. TCS in the same era expand service network with the addition of SEA & AIR
freight Division , Travel & Tour Company (INTIANA & VISATRONIX) and
MANAGEMENT Development Service Company (OCTARA). All these segments are
working for the provision and development of Society and Public of Pakistan.

2006  In the ERA of 2006 TCS launched Mail Management Solution (MMS) to the
peoples of Pakistan for their betterment. Also get rights for NON-Resident Visa of South
Africa. Mail Management Solution stands upon the single largest investment in
infrastructure, made by TCS for continuous delivery of value. MMS is equipped with
state of the art printing and sorting technology that has been sourced from the best
suppliers across Europe and Asia Pacific. Through MMS telecommunication service
provider like U-Fone Print and do shipment of their Post paid customers bills and Banks
reconciliations statements of different banks through-out the Pakistan. Also Awarded as
BRAND OF THE YEAR.

2007  In the ERA of 2007 TCS implemented ISO 9001:2000 in TCS logistic. Also
awarded as Super Brand. At the end of the same year TCS won 1 st TELECOM
EXCELENCE AWARD.

Vision & Mission

Our Purpose
To continually strive to achieve excellence - both on and off the job.

Vision Statement

"TCS will be recognized and respected as professional, innovative, profitable


information, and knowledge based logistics/services enterprise. TCS embeds internet
based technologies into its internal operating structures and as business solutions for
customers; with customer, employee and shareholder interests at the core of its
operations; demonstrating a clear concern for ethical conduct and good corporate
citizenship; with the objective of growing into a regional and global player, with
emphasis on the Middle East, Europe and North America".

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".

Tranzum Companies & Services

Tranzum Companies & Services are commonly known as TCS. Involves many
businesses in it.
TCS is the leading courier industry of Pakistan. With its 28 years of experience in the
express courier industry, it is widely trusted for reliability, speed and convenience. TCS
provides time sensitive packages and business documents delivery services across
Pakistan, UK and United Arab Emirates. A wide range of document, parcel and cargo
services both domestic and international are offered.

Business Involves are :-


Gifts & Greetings
Air Freight Solutions
Supply Chain
Visa Facilitators
Travel Services
Event Management

Gifts & Greetings 

TCS Sentiments Express is a personalized, high valued gift delivery service offering a
wide array of gifts from gourmet cakes, floral bouquets, ethnic sweets, to various other
elegantly wrapped gifts, delivered with a personalized greeting card in Pakistan. Since
1989, TCS Sentiments Express has been part of TCS, the leading air express courier in
Pakistan. In the time, it has become Pakistan’s premier gift delivery and greetings
service.

Air Freight Solutions 

TCS Aviation, a division of TCS Private Limited, specializes in delivering customized


air freight solutions for Freight Forwarders, Pharmaceutical Industry, Charities & Relief
Organizations, Government Departments, Airlines, General Sales Agents, Oil &
Automotive Industries and Brokers. TCS Aviation operates with a dedicated fleet of
aircraft & worldwide offices in Pakistan, Dubai and London. You can be assured that we
would fulfill your air freight & charter requirements to your satisfaction.
Supply Chain 

TCS Logistics Private Limited was incorporated on June 2002. Started as a transport
provider however it soon grew into a total logistics solution company offering trucking,
distribution & warehousing facility in response to strong customer demand.

Visa Facilitators 

Visatronix, a division of Intiana Private Limited, extends booking facilities for visa
applicants in the non-immigrant (work, visit, study) categories for applicants all over
Pakistan for Canada, India, Spain, Italy, Malta, South Africa and Greece. Applications
are booked on a "Return Service Basis" at selected TCS Express Centres in all major
cities.

Travel Services 

Intiana, a Tranzum enterprise, offers services for Umrah & Travel.Intiana is dedicated
to facilitating our customers in meeting all their travel related needs with personalized
services and well-trained staff for customer support.
Event Management 

Octara is an independent business unit of TCS Private Limited. With a team of


dedicated professionals in the fields of event management, publications, marketing and
corporate services, Octara is geared to provide the best possible solutions in these
areas to the corporate, government and NGO sectors in Pakistan and the UAE.

Services
No matter what your express courier service needs are, TCS can handle it for you with
our wide range of options.

 International Express Service

International Rate Card


Freight Plus
Red BOX
Student Express

 Domestic Express Services

MMS
Sentiments Express
Same Day Express
Overnight Express
Red Box
 Logistics Services

W&D
Overland Express

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.

International Rate Card


Freight Plus
Red BOX
Student Express

 International Rate Card: Facility provided by TCS in


Favor to send Greeting Card to your loved one in all our the world at any time through
any outlet or through WEB.

 Freight Plus: Freight Plus offers delivery of your less


urgent & large size shipments within 10-12 working days. This service is available only
for export shipments. Prioritized handling and confirmation of delivery are also available
on request, customer clearance is also provided.

 Red BOX: Service provided to those customers who are


extra conscious in sending their products. TCS Red Box has made it so simple,
convenient and cost-effective to send all you want, to your loved ones, Special rates for
UK, Europe, USA, Canada & Far East. Be it toys, clothes, shoes, gifts, samples or any
thing you may fancy, Red Box delivers all. Show your loved ones how much you care
with TCS Red Box.
Just take your gifts to the nearest TCS Express Centre and we will take care of
everything including the box.
Red Box Service is available in a choice of two different weights:
* 10 Kg * 25 Kg

 Student Express:
This amazing service delivers your documents to the College, University or any other
Educational Institution of your choice anywhere in the world.
To avail TCS Student Express, the student will have to furnish the following at the time
of booking their documents.
Copy of student's ID card or letter from College/University certifying the student's bona-
fide status.
Documents should be sent to an educational institution
(School/College/University/Hospital) abroad.
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.

 MMS:
MMS - Mail Management Solution stands upon the single largest investment in
infrastructure, made by TCS for continuous delivery of value. MMS is equipped with
state of the art printing and sorting technology that has been sourced from the best
suppliers across Europe and Asia Pacific. This makes TCS the only end to end solution
provider in the category with the largest delivery network in Pakistan. At TCS innovation
is a norm and with a view to creating & delivering business value
to customers. Value is the most significant outcome expected of
each and every business process. Mail Management is one process yet to be
recognized
as a source of value in our local business environment. TCS promises to deliver this
value through its innovative service - MMS.
 Sentiments Express:
TCS Sentiments Express is a personalized, high valued gift delivery service offering a
wide array of gifts from gourmet cakes, floral bouquets, ethnic sweets, to various other
elegantly wrapped gifts, delivered with a personalized greeting card in Pakistan. Since
1989, TCS Sentiments Express has been part of TCS, the leading air express courier in
Pakistan. In the time, it has become Pakistan’s premier gift delivery and greetings
service. Sentiments of care & appreciation are delivered for all occasions by Sentiments
Express, a division of TCS, that deals in personalized & corporate gifts, greetings & mail
order delivery service at your door step since 1989. Sentiments Express offers a wide
array of gifts from gourmet cakes, floral bouquets & ethnic sweets to perfumes, toys &
leather goods along with an exclusive greeting card carrying your personalized
message.

Be it Eid, Christmas, Valentine’s Day, Mother’s Day, Father’s Day, Friendship Day,
Birthday, Wedding, Get Well Soon, any Brand Campaigns, Employee Greetings,
Promotions, or just an expression of your Appreciation, TCS Sentiments Express can
help you let your Employees, Customers, Business Partners, or Loved Ones know that
you care.

 Same Day Express: Rely on same day


express for same day deliveries to major cities country wide. Check booking timings.
 Overnight Express: For next working day
delivery of your urgent shipments.

 Red Box: For next working day delivery of your


urgent and bigger shipments. Service provided to those customers who are extra
conscious in sending their products.
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.

 W&D:
W&D (Warehousing & Distribution), a division of TCS Logistics was established in 2004.
It specializes in the 3PL setup and is setting new benchmarks by providing Total
Logistics and Supply Chain solutions in Pakistan. In this relatively short time span, it has
already had its presence felt on the supply chain canvas of the country. W&D has an
envious clientele in Telecom, FMCG, Pharma, I.T. and other sectors, it is all set to
providing its customers extra-ordinary services in their respective industry segments
anywhere in the country. W&D already has over 200,000 square feet of multi-user
Warehousing facilities in the country, which offer efficient and economical warehousing
services by employing carefully thought out material storage and handling equipment.

With the most modern and efficient tools in warehouse management and out-of-the-box
distribution models, W&D division is continuously achieving Key Performance Indicators
(KPI) set by its customers. TCS Logistics has also implemented ISO 9001 as an
assurance of the quality of service provided to its customers. W&D is not rigid in its
approach and believes fully in offering customized solutions to its customers that best fit
their specific logistics and supply chain needs. The Inventory Management
& Warehousing process has been automated with an in-house web-based management
system “WMS” that provides online access and real-time information to customers for
ordering, monitoring and managing their stocks.
The current range of specialized services includes:
Warehousing
Transportation and Distribution
Value addition and Stock Repacking
Barcoding & labeling
Warranty Management
Reverse Logistics
Project Management
Customs Clearance
Freight (Air & Sea)

 Overland Express:
Formed 2 decades ago, (year 1989), TCS Overland

Express is also the market leader in door-to-door goods transportation business in


Pakistan by land through 40 and 50 ftrs containers. This business is particularly suited
for your bulk cargo
Head office

Regional office

Area office Franchises Agents

Placement of TCS are as follow:


i- Regional OFFICES
ii- Franchises
iii-Agent
iv-Retail
v-Call Center

Regional Offices : TCS with the oldest and most reliable services have 3 regional
offices all around the PAKISTAN which are covering all the nation.

South Region
KARACHI
TCS Express & Logistics Center
Saqib Hamdani Building
Iqbal Avenue, Jinnah International Airport, Karachi 75202, Pakistan.
Tel: +(92) 21 111 123 456, Fax: +(92) 21 924 2816
HYDERABAD
Bungalow # 14/A, Unit # 3,
Main Autobahn Road, Latifabad, Hyderabad.
Tel: (022) 111 123 456, (022) 3815966 / 7, (022) 3812180 / 2,
Fax: (022) 3816821
SUKKUR
Bungalow # 47, Muslim Cooperative Housing Society,
Military Road, Opposite Red Carpet Hotel, Sukkur.
Tel: (071) 111 123 456, (071) 5632801 / 3
QUETTA
Model Town near Usmania Restaurant Pishin Stop, Quetta.
Tel: (081) 111 123 456, (081) 2837132 / 33, Fax: (081) 2821427

Central Region
LAHORE
01 PECO Road, Opposite Ittefaq Foundry,
Kot Lakhpat, Lahore.
Tel: (042) 111 123 456, Fax: (042) 5943278
MULTAN
958/B, Tareen Road, Multan.
Tel: (061) 111 123 456, Fax: (061) 4500947
FAISALABAD
P-6158, West Canal Road, Near Faisalabad Toyota Motors, Faisalabad.
Tel: (041)111 123 456, (041) 8544034 / 35 / 36 / 38, Fax: (041) 8501317

North Region
RAWALPINDI / ISLAMABAD
Near Fizaia Colony, Islamabad Highway Service Road, Rawalpindi.
Tel: (051) 111 210 210, Fax: (051) 4471261
GUJRANWALA
Opp. Ghulam Distgir Khan Filling Station, Main G.T. Road, Gujranwala.
Tel: (055) 111 123 456, (055) 4231901 / 3, Fax: (055) 4231906
PESHAWAR
54 The Mall, Near PTV Station Mall Road, Peshawar Cantt.
Tel: (091) 111 123 456, (091) 9213967 / 9, Fax: (091) 9213977

Each region with holding more then 10 cities around them. With the same price of
shipment in that region, eg: In MULTAN region areas including are Bahawalnagar,
Bahawalpur, Rahim yar Khan, Multan, Melsi etc.
Franchises :
Franchising is the practice of using another firm's successful business model. The word
'franchise' is of Anglo-French derivation - from franc - meaning free, and is used both as
a noun and as a (transitive) verb. For the franchisor, the franchise is an alternative to
building 'chain stores' to distribute goods and avoid the need for investments and
liability for a chain. The franchisor's success depends on the success of the franchisees.
The franchisee is said to have a greater incentive than a direct employee because he or
she has a direct stake in the business.
In many areas of Pakistan including Lahore and Karachi TCS launched Franchise
system. (no pic no further data available)

Agent :
An Agent is one who acts for, or in the place of, another, by authority from him; one
entrusted with the business of another.
TCS now launched Agent system round the nation to provide currier services of distant
and backward area through their representives. Agent system currently launched in city
of Minchanabad, Mandi bhao din etc. (currently no further data available on this topic)

Retail :
Retail outlets are the visage of any company. At TCS our
main focus is on customer satisfaction. Over 430 conveniently located Express Centers,
backed by over 225 satellite-tracked delivery vehicles and dedicated couriers astride
motorbikes, extend the TCS outreach throughout the length and breadth of the country,
making it one of the most recognizable brands
in Pakistan. With its distinctive logo and corporate color, the TCS retail environment is
an ideal mix of tasteful decor, competence, and hospitality geared to optimizing
customer experience.
The number of computerized TCS Express Centers that are open 24/7 has been on the
rise ensuring an enabling environment, much to our valued customer’s delight. TCS
service standards are maintained through support teams comprising of Retail Team
Leaders and Mobile Maintenance. Units that stay on the move 12 hours of the day,
every single day. At TCS, we not only serve our customers by selling in-house services,
we also have widened our service horizon by contributing in admission process of
reputed Universities, which shows that our metro-geographical presence and highly
efficient trained staff is contributing as a responsible national entity to serve Pakistani
institutes and citizens.
1. Overview of the Department
I am working in the sales department that it is very basic part of the TCS it generates
sales first and then it operation department handle it
banking and general are the two basic parts of Sales

They trying to improve the overall sales and increase the revenue over the time by
keeping hard track on the recovery from the corporate clients

Mubarik sheikh
sb. Manager

Arif Saleem Wasif Sb. Qaiser Sb. Mateen sb.


sb.BDM B&G General banking

2. Overview of your Assignment / Project

a. Description of your tasks


We were assigned many tasks by the management to learn about the TCS
as well as we learn a lot of things from our assignments and real tasks given by the
management during this internship period.
Task one: assignment about TCS
Task Two: in detail assignment of TCS and its product and services
Task three: present the power point slides in front of Mr. Mohsin Mirza Sb.
Task four: in detail making of final report and presentation.

b. Copy of assignment submitted to Supervisor


3. SWOT Analysis

SWOT ANALYSIS

Internal Assessment

 Strengths:

TCS has a totally independent and self-reliant cargo operation beside this following are
the other strengths of TCS:

 The TCS courier service has large no of Branches across the country.
 Initial learning and benefits from DHL’s systems.
 Having its own airplanes and operates them on their own licenses
 Having research and development department
 The TCS courier service having 55% shares in Domestic Market
 It is providing services in more than 200 countries in the world
 It has 7% shares in international market
 TCS holds more then 50% market share in Overland Express
 TCS holds more then 60% market share in Sentiments Express.
 TCS business operations rely on a sophisticated hub-and-spoke system.
 TCS has 5 major hubs in Pakistan with round the clock sorting facilities.

 Weaknesses:

TCS had many weaknesses during its early period which were then successfully
converted into strengths, few weaknesses are as follows:

 TCS has no formal contracts with delivery persons.


 TCS has not been able to continue point of delivery I.T. Support System.
 TCS does not have expert I.T. Systems and support which has caused huge losses.
 TCS still relies on international partners for its overseas operations.
 TCS has been initially the victim of family issues.

External
 Opportunities:

TCS has many opportunities to expand and get advantages from governments,
opportunities on which TCS can focus are as follows:

 TCS can expands its international operations and get subsidy from government in the
name of foreign exchange.
 Industry in which TCS operates has high entry barriers for new entrants.
 Expanding industries of Pakistan are opening new profits streams for TCS.
 To expand its operations TCS can lease equipments and take advantages of tax
benefited leasing in Pakistan.
 TCS can acquire funds for expansion by enlisting itself into Karachi Stock Exchange.
 TCS can start price wars to eliminate small competitors.
 TCS can start its own domestic passenger airline services as it has the experienced
pilots, flying experience and license.
 TCS can establish its own terminals at ports for huge shipments via sea.

 Threats :

Since its inception TCS has been exploited to number of threats, threats which TCS has
faced inn past and are facing currently are as follows:

 Legislative barriers like Post Office Act of 1898 are threats for TCS.
 Government bureaucracy has been a continuous obstacle for TCS.
 TCS has been a wary of corruption and has been asked for favors from politicians.
 TCS has a host of violent competitors in Pakistan.
 TCS competitors are experienced and cash rich companies.
 Pakistan flagship carrier PIA has started its own courier services.

4. Recommendations

• Transformation of content operations using Content Agility and a realization of


the full potential of your content
• Enabling new revenue streams from innovative and customer-centric IT solutions
• Reduction in time-to-market for new technology-enabled information products
• Streamlining and standardizing IT processes to improve operational efficiency
• Lowering of total cost of ownership of IT systems and allowing business to move
spends to strategic initiatives
• Effective back-office operations that help in reaping the benefits of new products
quickly
• Release of your key resources and assets to focus on value-added activities