TNT Express Case Study

INTRODUCTION

Speed of action is how the TNT express is described because of their fast definite day pick

up and deliver. The company is one of the major players in the global express parcels market and

many other businesses rely on their service. In a week they can deliver and pick over 4.4 million

parcels so many people enjoy TNT Express because it is reliable in sending parcels, documents

and other things. When TNT Express bought County Express in the UK their market grew even

more and their customers increased. Due to the quality service their organization has been doing

well. After newly appointed CEO Marie Christine Lombard suggested a new strategy in 2004, the

company was transformed from a traditional and entrepreneurial transportation company to a

global customer centered service based corporation, which resulted in unfavorable consumer

feedback. In addition to late and delayed deliveries, TNT Express's web platforms are constantly

going down, costing maintenance and troubleshooting for IT shipments. Employees are not

prepared for new complex shipment processes. Finally the empowered employees suggested to

first inspect and study the graphical map of logistics to observe the inflows and outflows of

deliveries, it is also advisable to first imatch the existing IT systems in order to build a new

complex system.

STATEMENT OF THE PROBLEM

A. How can TNT Express prepare their employees to a more complex work environment

using the 10-step model that lays the foundation for a quality culture?

Plan, orient and train.

 The problem of TNT Express is that the employees are suddenly in the flow of new

shipment processes and in the complicated system because of the big change that has taken

place. This is where the importance of planning that belongs to the 10-step model for quality

culture comes into play. The change to be made to the TNT Express system is not simple because

it is a drastic change for both employees and IT system so it is important that the company has a

concrete plan and preparedness to ensure that there are no problems in its process.

B. What type of total quality tool/continuous improvement method should TNT Express

employ in order to create a graphical representation of the different inflows and outflows

of their logistical processes?

Check Sheets

Check sheets would be the ideal tool to create a graphical representation of the different

inflows and outflows of their logistical processes, because through check sheets the causes of the

dismayed of the customers and the reason of the delayed deliveries will be determined. Once

you know the reason for the problems that have occurred in TNT Express, it will be easier to find

a way to give them a solution. Due to these check sheets shipments to logistic locations can be

observed.

C. How can ISO 9000 contribute in the overall improvement of TNT Express’ organizational

performance?

Improve Customers Service

 This international standard will benefit the TNT Express to improve their customer

service. When the quality of services improves and the causes of problems are reduced,

customers will be satisfied with the services offered by TNT Express. That’s why it is important

for this organization to set a standard to avoid mistakes in the company and avoid damage and

expenses to those who have become problems due to unpreparedness of employees and

complex systems.

AREAS OF CONSIDERATION

The main problem of TNT Express was employees who were not prepared for the load of

jobs and new system of their work due to the drastic change implemented by the new CEO,

another issue was the occurrence of errors in IT services that caused disregard of customers due

to delay in shipment. So it is important to have proper planning for the changes of a company.

All actions must be studied and planned in detail before the implementation.

ALTERNATIVE COURSES OF ACTION

• Improve your technical skills, in services like TNT Express where modern

technology is needed, it is important to be familiar with the technical aspects to

avoid the problems faced by TNT Express in their IT services,

• Solutions-focused, much has been spent for the perversions faced by the company

due to their problem with the new implementation of the customer centric based

organization, so in such cases there must always be a solution in place so that in

case there is a problem it can be solved immediately and will no longer incur

damage expenses.
MANAGEMENT LESSONS LEARNED

Plan your business growth, planning is crucial to change, it is important that every change

has a plan in place, because there are many possibilities that can happen so plans are important

to avoid the problem faced by TNT Express. Determine the issue, Along with planning for

potential challenges, it will be feasible to prepare for them and avoid costly blunders if the

concerns are identified early on in the process.