1. xpressions:
TNT Australia, New Zealand and Pacific Islands Magazine ISSUE 22016
CONNECTING MORE PEOPLE AND POSSIBILITIES
3C:
GOING THE EXTRA MILE
FOR BREAST CANCER
DELIVERING 98%:
SERVICE PERFORMANCE HITTING ITS PEAK
LEADING CONTINUOUS
IMPROVEMENT IN OUR DEPOTS

2. CONTENTS:
05 Business Brief
A message from our MD -
Peter Langley
18 Customer Care update
Meet the new faces behind the
evolution of Customer Care
22 PNG update
TNT lights one of the darkest days
in our military history
23 Fiji update
In true TNT style, our Fijian
colleagues came to the aid of
those in need
28 Sales update
Sales gets the Simplify
& Transform treatment
29 Agents in the spotlight
Meet Jim and Leonie Bailey, our
Kununurra Couriers
31 The Extra Mile
Has your depot had a winner?
04 Delivering 98%
Our service quality continues
to go from strength to strength
06 FedEx and TNT
Connecting more people and
possibilities
08 3C: Leading continuous
improvement in our depots
Learn more about our new 3C
(Continuous Change Culture)
program
10 Taking the TNT brand to the
world stage
Meet Will Houston - TNT’s Real
Estate Manager by day, Super
Rugby referee by night
12 70 Years of TNT
Our 70 Years of TNT campaign
was a resounding success. We
share all of the highlights
16 Going the extra mile for breast
cancer
Queensland Customer Care
Manager Jean-Pierre Doherty-
Bigara walks 100km of the Great
Wall of China for a cause close to
his heart
20 Celebrating 70 years of...Pat
As we celebrate 70 years of TNT,
we also celebrate 70 years of Pat
Miller
REGULARS FEATURES
P16
P06
P26
WE NEED YOU!
Do you love photography?
Xpressions relies on the photographs we receive from the regions and
depots, and we are looking for high quality images from anyone and
everyone! This is your opportunity to get your TNT related photograph
published in Xpressions* so please email all photos together with
captions to AUCommunications@tnt.com.au
* Please note high resolution
photos are required, so please
try to avoid sending phone
camera images.P26

3. XPRESSIONS03
CONTRIBUTORS:
This magazine would not be possible
without the support and contributions of
TNT employees throughout Australia, New
Zealand and the Pacific Islands. A sincere
thank you to all those who have leant a
helping hand to bring you this edition.
Particular thanks must go to:
Share your stories
We are The People Network, and we want to
showcase the wonderful people that help make our
network the best in the business.
We love sharing your stories, and this is your
platform to tell your colleagues about some of the
great things you’re up to – new projects, initiatives
or social activities at our depots.
So what are you waiting for?
Send an email to laura_redman@tnt.com.au or call
+61 (2) 8304 8016 to discuss any stories you might
have for upcoming issues.
THANKYOU:
EDITOR:
FROM THE
Alex Lee
Andrew Symington
Anne Maric
Barry Clarke
Brandon Heidinger
Doug Maskelyne
Hanna Holtmann
Helen Price
Ian Harrison
Jean-Pierre Doherty-
Bigara
Jessica Andrades
Karl Icsman
Kaye Pineda
Kellie Kennedy
Lisa Willoughby
Lucio Cocchietto
Natalie Amrozowicz
Pat Miller
Peter Gutsche
Peter Langley
Remco Bruijste
Robert Ruitinga
Russell Godbier
Scott Bartlett
Shane Plant
Sharon Rudd
Sophie Ali
Sylvia Lam
Troy Park
Vanessa Dickson
Will Houston
Welcome to another edition of
Xpressions.
We’ve had a busy few months,
wrapping up our 70th birthday
campaign (although we’re not yet
done celebrating!) as well as the
acquisition of TNT by FedEx. Between
that, execution of the Outlook
Strategy and everything in between,
I think it’s fair to say that 2016 has
already been a very eventful year!
It’s been really inspiring seeing how
all of our colleagues celebrated
such a momentous achievement
for this Aussie-born and bred brand.
From balloons to streamers, orange
costumes to equipment dress ups,
cake to BBQs, new TNT pressies to
add to the collection, and parcels
sent around the world – we really
got into the birthday spirit! Not only
did we get the chance to celebrate
with colleagues, but our customers
too – we share some of the photos
from our parties and of the lucky BBQ
winners from page 14.
And the timing could not have been
more perfect, with FedEx officially
acquiring TNT just one month later
on Wednesday 25 May. TNT is now
part of the FedEx family of companies,
and the combination of two key
powerhouses of the express service
delivery industry can only lead us,
along with our customers, on to
bigger and better things.
But despite everything that has
happened, it’s important that we’re
all reminded of one thing – for now,
it’s business as usual. In Australia,
New Zealand and Fiji, TNT and FedEx
will continue operating as separate
companies and we need to maintain
a strong focus on improving our
service quality, delivering outstanding
customer care and maximising the
benefit from our new infrastructure.
Flip to page 6 for more about the
acquisition of TNT by FedEx.
Whilst 2016 has been a year
of celebrations, we’ve also
commiserated. It has brought with it
some hardships, with our colleagues
and their families in Fiji hit by one of
the harshest weather systems to ever
hit the region – Cyclone Winston.
But in the spirit of TNT, our Fijian
colleagues went above and beyond
to help out. Check out the story on
page 23.
It’s this spirit that binds The
People Network together, and
that encouraged Brisbane-based
Customer Care Centre Manager
Jean-Pierre Doherty-Bigara to take
on the Great Wall of China in his
quest to support the fight to beat
breast cancer. JP signed on for the
adventure in a bid to raise funds for
breast cancer research, and he shares
his adventure with us on page 16.
I hope you enjoy this bumper edition
of Xpressions, and encourage you
to send all new story ideas to me.
Without you, there is no Xpressions!
So keep sending your great pics and
story ideas through.
Happy reading!
Cheers
Laura Redman
Communications Manager
E: laura_redman@tnt.com.au
Ph: 02 8304 8016

4. OPERATIONS ROUND UP:
Delivering 98%
s you know, we’re on a
mission to achieve the
global operational process
performance (OPP) target of
98% on time. OPP is our key indicator
of service quality, and shows how
well we meet the transit times for the
consignments we move through our
network.
So how close are we to achieving our
goal?
This year has seen some significant
improvement in service quality
throughout our Australian network. On
three occasions, we have
broken records for the best
service performance week
ever nationally, peaking at
95.5%.
Our Premium service
is also up, thanks to a
restructuring of Premium
zones, reorganisation of
the way we deliver our
Premiums now that our three super
hubs are online, and an agreement to
fly all Premium freight. As a result, we
are achieving 95%+ on premiums with
some depots regularly hitting 100%.
We’ve also seen great performances
on an individual depot basis - most
notably in Adelaide, Brisbane North and
Hallam, who have all hit the 98% on
time target at least once.
In Adelaide, they sustained it for an
entire week and in total, have hit
the target on 11 days, whilst Hallam
achieved a 99.3% on time delivery
for overnight first class (ONFC)
consignments – the highest ever
on time destination score recorded
for one of our metro depots here in
Australia.
“The past few months have been very
exciting, as we start seeing the benefits
of the strategic decisions we have
made pay off. We are delivering some
truly unbelievable service and there is
a genuine belief in the network that
we are all capable of achieving 98%
OPP. It’s great to see the energy in
the depots we visit and the dedication
of our Team Leaders in finding and
chasing every connote to help improve
their results and the service we deliver
to our customers,” said Robert Ruitinga,
General Manager Process Excellence,
Quality and Customer Solutions.
It’s proof of the hard work and
dedication our Operations teams have
put in over the last year or so, pushing
towards our global target. Drivers and
dock staff in particular have really
stepped up in terms of their ability to
deliver and collect more consignments,
removing our reliance on temporary
and outside labour hire and ensuring
we meet critical linehaul departure
times.
It shows the foundations for best in
class service are in place - now, it’s
up to us to keep pushing to deliver
98% on time, every time and cement
our position as the industry leader for
service quality.
“In everyone’s mind the bar has been
raised to the point where an OPP
below 97% is sub-par. When our action
plan has become second nature, then
I think we’ll have attained real success
and created a best-in-class culture as
true industry leaders.”
South Australia has demonstrated the strongest
service performance of all of our metropolitan
depots in Australia. They’re proof that not only
can the target be met, but 98% service quality can
be sustained.
We caught up with John Stanton, South Australia’s
General Manager, to find out the secrets to their
success.
“We may not have the newest depot, or an
automated sortation process, but what we do
have is a belief in our systems and processes
and a determination and attitude for success,”
said John. “Our journey has been built from the
foundations up; it has involved a fundamental shift
in the way we think, plan and act.”
It’s down to this simple three-step plan that the
team has been able to achieve their goal:
1. Think – Build a culture of high performers and
high standards, so team members know what
great looks like
2. Plan – Put the right team on the field, with
appropriate recruitment, training, succession
planning and leave management
3. Act
• Set the goal at 98% and get buy in from the
team
• List the depot’s top 10 results of all time, and
constantly push to outperform them
• Track performance and communicate it
regularly
• Review the business every day and keep
people accountable for results they can
control
• Stay in touch with the other states to discuss
opportunities with the sending locations
• Communicate with all departments and
functions to foster a spirit of cooperative
teamwork.
“At 88%, finding a 5% or 6% improvement
was not difficult, it was generally in our own
backyard! At +97% and with a target of 98%,
everyone understands the importance of each
consignment. Once you have solid foundations,
it’s really about celebrating the wins or keeping
people accountable if standards drop. We
held spontaneous BBQs for great results. We
implemented Driver of the month rewards and
peer recognition schemes, like a special parking
spot and gift vouchers to thank people for extra
effort.”
Ultimately, it comes down to teamwork – a
difficult thing to achieve across two different sites.
But SA is living proof that by working together
and keeping an eye on the prize, goals can be
achieved.
onRoadSe
rvices at TNT
Australia
98%
OPP
SPOTLIGHT ON
SOUTH AUSTRALIA
“...now, it’s up to us to keep
pushing to deliver 98% on
time, every time and cement
our position as the industry
leader for service quality.”

5. he finalisation of the acquisition caps off more than twelve
months of regulatory processes and approvals following
FedEx’s announcement of its intention to purchase TNT in
April 2015.
Since then, we managed to meet all conditions of the acquisition, which
led us to Day One of the combined company on Wednesday 25 May
2016.
And now, here we are – we have officially joined the FedEx family of
companies.
But one thing you’ve probably noticed about this magazine is that the
branding hasn’t changed; that’s because as you know, it’s business as
usual.
There are no immediate changes to the way we do our business; FedEx
and TNT will continue to operate as two separate companies. We
must continue to service our customers’ needs, and deliver what they
need from us today, tomorrow, next week and next month. We must
continue our focus on cost control and service improvement. And we
must continue to get out there and build up our sales pipeline, targeting
customers with the right freight profile at the right price.
In order to allow us to maintain this focus and capitalise on the
momentum we have been building, since delivering our three new
super hubs in 2015, there will be no cooperation or integration activities
between FedEx and TNT in Australia, New Zealand and Fiji for the time
being.
While integration planning and alignment continues in the background
around the world, our job is to keep building our performance and
focus on delivering best in class service. By delivering on this, we put
ourselves in the best position for the combined company when the time
comes for integration.
So what do we all need to do now?
We need to keep our eye on the prize. Despite the acquisition, the
goalposts have not moved and we need to get on with executing our
strategy more diligently than ever before. We’re seeing better and better
results in our on-time performance and out of our cost reduction
measures. Plus, we know from our customers that we have a leg up on
our competition.
This is our time to strike and cement our position as the leading express
service delivery provider.
Together, we can:
• Achieve our goal to deliver 98% on-time service performance. We
know it’s possible – Adelaide and Hallam have already shown us
this year how it can be achieved, hitting 99% OPP – and we know
our service is only getting better and better. Our Operations teams
need to push and work together right across the network to make it
happen.
• Sign up and onboard as many SME and key accounts as we can,
selling in our industry-leading service and demonstrating our
dominance in the industry.
• Deliver an outstanding customer experience, every time.
In the long-term, bringing FedEx and TNT together will enable us
to build upon the strengths of both companies. TNT’s unparalleled
European road network and the global network at FedEx will serve us
well here in Australasia as we look to deliver a full suite of solutions for
our customers in the future.
This is an exciting time for our business and, like you, I look forward to
the long-term opportunities that the combination of these two global
companies will deliver in terms of growth potential and opportunities
for our customers and team members.
I will keep you updated as we make progress and on integration
developments.
For now, I am counting on you to continue to provide the same
commitment to service and to each other that you do today.
XPRESSIONS05
BUSINESS BRIEF:
Peter Langley
Managing Director,
Australia, New Zealand & Pacific Islands
PETER LANGLEY
THE BUSINESS BRIEF FROM
2016 has already proven to be an historic year
for our company. We kicked off the year celebrating
70 years of TNT and then in May, we celebrated
the acquisition of TNT by FedEx.

6. FEDEX ACQUISITION
FEDEX AND TNT:
CONNECTING MORE PEOPLE
AND POSSIBILITIES
FEDEX REGIONAL STRUCTURE
Canada
US
LAC
Europe
APAC
MEISA

7. XPRESSIONS07
ay One of the combined company
was celebrated on Wednesday 25
May and was an historic milestone
for both companies.
But we must acknowledge that an integration
of this scale takes time. Whilst we have
officially joined the FedEx family of companies,
we will remain as TNT as integration planning
continues. That means for now, it’s business as
usual. In Australia, New Zealand and the Pacific
Islands, our focus will remain on our major
transformation strategy.
To enable us to do that, there will be no
cooperation or integration activities in the
three regions for the time being. For now we
will continue to provide services at FedEx
and TNT as we do today. This means that
for our customers, there are no immediate
changes to their courier/driver, pick-up and
delivery schedules, sales representative and
customer service team, or how they manage
their account, billing and invoicing. We are
committed to delivering the same exceptional
service that our customers expect from
the TNT brand. In time, we will bring our
customers an enhanced portfolio of solutions
to help them grow their businesses.
“I recognize the tremendous efforts that have
been made throughout the organization
to help transform the business. The first
successes of the Outlook strategy are clearly
visible. Keeping the companies separate will
allow the continuation of your efforts,” said
TNT ABU Managing Director Peter Langley.
“This is an exciting time to be at FedEx and,
like you, I look forward to the long-term
opportunities this acquisition will deliver in
terms of growth potential and opportunities
for our customers and team members.”
The Australian Business Unit forms part of
FedEx Express’ Asia Pacific Division. The
division is headed by Regional President Karen
Reddington from the region’s headquarters
in Hong Kong, and covers the North Pacific,
based in Tokyo; China, based in Shanghai; and
South Pacific, based in Singapore.
We had the honour of hosting FedEx
Corporation Chairman and CEO Frederick
W. Smith, FedEx Express President and CEO
David Bronczek, Regional President Asia
Pacific (APAC) Karen Reddington, Senior Vice
President Operations – North Pacific (NPAC)
and South Pacific (SPAC) Kevin O’Hearn, and
other senior executives while they were in
Australia in August.
The visit included an opportunity to
update them on our business in Australia,
New Zealand, and Pacific Islands, which
included a detailed briefing on our business
transformation plans and progress, as well as
a tour of our Erskine Park super hub.
“I was very proud to represent our
transformation progress and results to this
important group,” said Managing Director
Peter Langley.
“As we look toward the end of the
calendar year, we need to continue
focusing on delivering industry-leading
service performance and cost reduction
initiatives so we can reap the benefits of our
infrastructure investments and improved
results that make for a sustainable business.
While there has been a lot achieved already,
we still have a great deal more to deliver.”
A combined FedEx and TNT will enable us to more
effectively grow and compete. Together, we can
better meet the evolving needs of our customers
and the global marketplace.
FEDEX CHAIRMAN
AND CEO VISITS SYDNEY
More information
For more about the acquisition, visit the dedicated ExpressNet page
(accessible from the FedEx button on the homepage).
MUTUAL STRENGTHS
FedEx Strengths
A global market leader
---
An unmatched air global express
network for parcels and freight
---
Business solutions for your needs
---
One of the world’s most respected
brands
TNT Strengths
Reputation for outstanding customer
experience
---
Strong international and domestic
coverage in Europe with unparalleled
European road network
---
Worldwide delivery network opti-
mised for packages and pallets
---
Broad range of services to meet
customer needs
THE ACQUISITION IN NUMBERS

8. OPERATIONS ROUND UP:
big focus for us in 2016 is to
continue building a culture of
continuous improvement in our
depots, ensuring our operations
are as efficient as possible.
Our new 3C (Continuous Change Culture)
program builds on the great work that has
already been done through programs like
Employee Connect and Perfect Depot.
Aimed at Supervisor to Manager level in our
Operations team, the program uses Lean
methodologies to deliver training in basic
continuous improvement techniques and
tools.
The program kicked off with a four-week pilot
at Erskine Park throughout June. The training,
delivered by an external specialist, took groups
of participants through the execution of a
continuous improvement ‘event’ – including
project initiation, processes, identifying
solutions, implementing improvements and
sustainability.
The groups were supported with four weekly
four-hour training sessions that stepped
through the key principles of continuous
improvement and Lean methodologies, as well
as weekly one-on-one coaching sessions.
The three groups focused on very different
projects, including pallet control and
reconciliation, bulk check weigh cube (CWC)
compliance, and optimisation of mechanical
handling equipment (MHE). They presented
their event results to depot management at
the completion of the pilot, including:
• 340% improvement on pallet collection
rates within 48 hours of delivery, and one-
on-one bulk driver training on processes
and cost recovery associated with pallet
collection
• An average of 55 pallets are now
undergoing CWC each day, up from
zero on the cross dock, whilst overall
compliance has improved, hitting 91% in
W24 – the best week since the site opened
• Greater MHE efficiency has improved
on-road time for the bulk fleet by up to 13
minutes.
3C: Leading continuous
improvement in our depots
CONTINUOUS CHANGE CULTURE

9. XPRESSIONS09
Next steps
The program is now being rolled out
to teams in Melbourne (Hallam and
Melbourne Airport depots), Botany
(including the Southern Cluster and Head
Office) and Enfield, to be followed by a
rollout to the remaining nine capital city
depots. By the end of 2016, approximately
170 TNT staff will have participated in the
training, to be extended in 2017 to our
regional and country depots in Australia
and New Zealand.
Ultimately, the program positions us to
develop our own support mechanisms and
grow our internal capability in the area of
continuous improvement.
What they said…
Erskine Park Participant Penn Burrows:
“Using the 3C methodology helps you
address problems in a structured manner. It
also highlighted that we need to engage the
frontline staff. If we get them onboard, their
feedback and buy- in, we can really make a
difference with cultural change.”
Erskine Park HUB General Manager Michael
Rugendyke:
“The 3C program fits directly in to our business
management practices, with the emphasis on
business wide engagement and the structured
approach to identifying and implementing
improvement initiatives. So it was a ‘no brainer’
to act as the pilot business unit.”
HUB Operations Manager Chris Lennox:
“I was so impressed with the 3C pilot program
and the participants’ subsequent presentations
and findings. The proof is in the pudding,
however the “confidence meter” is sounding
loudly with the amount of energy, enthusiasm
and collaboration that I witnessed through the
pilot and on final presentation by all involved.”
Lucio Cochietto, Program Coordinator:
“This was a really positive start to a long
journey in terms of what we want to achieve
out of 3C.”
3C pilot group participants and management at Melbourne Airport super hub.
3C pilot group participants and management at Botany Depot.
3C pilot group participants and management at Erskine Park super hub.

10. e’s a friendly face amongst a brute
pack of force on the rugby field.
Real Estate Manager William
Houston (simply ‘Will’ to most)
spends the working week at TNT, and
continues to proudly don The People Network
colours every weekend when he moonlights
as a referee in the international Super Rugby
competition.
It’s a huge workload that Will dutifully and
passionately takes on, week in and week out.
And it’s down to sheer hard work in both
Will’s professional and personal lives that both
opportunities have landed in his lap at the
same time.
“I’d been familiar with the TNT brand for
a number of years, in part due to their
longstanding sponsorship of the Australian
Rugby Union (ARU) and Australian Super
Rugby referees,” said Will.
So when an opportunity popped up some nine
months ago that offered Will a chance to break
away from his Commercial Law role, he took it
with both hands.
In a job that sees him providing advice on
a daily basis to Depot Managers on leasing
and landlord relationships, as well as getting
his hands dirty with a range of large scale
procurement projects and tenders, Will loves
the chance to work with a broad spectrum of
staff from across the business.
“I really love the variety of people I get the
opportunity to interact with at TNT on a daily
basis,” said Will.
“Whenever I call someone or meet someone,
it’s a friendly conversation and it’s really open
and honest. It’s such a nice change from the
world of Commercial Law.”
So how does he manage his refereeing and
work commitments so seamlessly?
“I’m lucky that the footprints of both TNT
and the Super Rugby competition match. For
example, when I’m refereeing in Melbourne,
I head down a day early to work from the
Melbourne Airport super hub. It’s the same
for Brumbies games in Canberra. It enables
me to be accessible, face-to-face, to depot
management for advice and support.”
He’s also grateful for the support he receives
from his immediate team and Finance team
more broadly.
“I have a great people network around me that
is really supportive of my commitments,” said
Will.
It means he gets the opportunity to pursue his
dream to be a professional referee, something
that has come to fruition this year after being
selected onto the Super Rugby Referees Panel
after four years on the ARU Referees National
Squad.
“I took on refereeing seriously following a
neck injury in 2005. I was playing fullback and
went in to tackle a guy who was at least 30kgs
heavier than me. My head went straight into
his stomach and following the usual safety
routine, I decided that it was probably it for my
playing days.”
Ever since, he has pursued his passion for
refereeing.
“You have to sit a series of exams to work your
way up through the levels of refereeing. So
far, I’ve sat three exams, which means I am
accredited to referee the highest level of the
game – high performance, professional grade
rugby union.”
And it’s not for the fainthearted - like any
professional athlete, he must keep fit in order
to keep his role with a gruelling weekly training
program.
“The Sydney-based referees all train weights
and cardio together at least three times per
week, and do two sessions on our own. Then
we have the game which involves almost non-
stop running for 80 minutes. We also undergo
fitness testing at least three times per year.”
It’s a role that he really enjoys.
“I’ve always enjoyed refereeing because I like
the challenge that comes with it. No two
teams and no two captains are the same, so
it’s about managing the game but also letting it
develop its own identity.”
And it has offered him some great
opportunities, travelling to Italy, Singapore,
Japan, New Zealand, Fiji, Samoa and all
throughout Australia. He’s hopeful the next
stop might be South Africa and the United
Kingdom.
Despite that, he marks his major sentimental
refereeing career highlights as one right at
home in Sydney.
“I was appointed to referee the Shute Shield
grand final between Manly and Eastwood
in 2015. It was an arm wrestle of a game,
finishing up with a 12-15 score line and
an electric atmosphere. Having grown up
watching Shute Shield with Dad and my uncle
and then being able to not just referee first
grade, but to do that particular game was just
surreal.”
His ultimate goal would take him all the way
across the other side of the world.
“My dream would be to do a test match
between Wales and either Ireland or England
at Millennium Stadium in Cardiff, Wales. It’s a
closed roof stadium, can seat up to 80,000
people and the passion in those games is just
incredible.”
But for now, he’s really grateful for the
opportunities he has received. And it
makes the juggle between his two main
responsibilities easier knowing he can apply his
skills in both roles.
“Refereeing is a lot about managing people.
You’re in this highly emotional environment,
a state that needs to be handled calmly and
forces you to make quick decisions. And it
offers you really great insight into the players’
perspective.”
It’s this ability to handle people that Will brings
to his role at TNT, as well as his key motto:
“Observe, breathe, decide.”
FEATURE: ARU
Taking the TNT brand
to the world stage

11. TNT has been a proud partner of Australian Rugby Union (ARU)
for 30 years, and a sponsor of Australian Rugby Referees since
2005. The partnership between TNT and ARU is a perfect match,
sharing the common values of professionalism, reliability,
expertise and always delivering at every game and every
consignment.
Through our partnership, TNT achieves great brand exposure
across Australia by having Super Rugby Match referees wearing
a branded TNT referee match jersey every match, along with
TNT branded judge flags, cards, corner posts and sideline
markers.
XPRESSIONS11
TNT AND ARU: A PERFECT MATCH
Will in action on the rugby field.

12. he campaign aimed
to engage staff and
customers alike, and
delivered impressive customer
results.
As the formal part of the campaign wraps up,
we reflect on what we achieved and how we
celebrated.
Overall campaign results
From January to April, we reached out to
customers around the world in new, creative
ways, using our past as our inspiration, and
generated impressive results.
• Apart from establishing company pride
and honouring our 70 year heritage, we
achieved a 235% campaign return on
investment and 4.8% year on year revenue
growth in our TSM & KAM sales channels
• We reached an exceptionally high number
of customers (1.1 million) via 6.7 million
customised direct emails
• Sales professionals used our new
personalised video tool as a unique lead
generator to engage customers in a fun
FEATURE: 70 YEARS OF TNT
70 years of TNT
We kicked off 2016 with the 70 Years of TNT marketing campaign
– designed to boost business and celebrate our rich history.

13. Join us in celebrating! We honour
70 years of TNT and we anticipate
a bright new future.
1946
2016
00101212 TNT Internal Posters v4.indd 1
11/01/2016 10:12 am
XPRESSIONS13
Customers got to join in the fun with
a sweepstakes campaign that offered
them the chance to win a 70 years of
TNT branded BBQ each time they sent a
consignment.
The aim was to generate revenue in a
fun way, and at the same time, build
some buzz around our 70th birthday.
And it worked - the excitement was
palpable, with almost 300 customers
entering before the promo period
officially began!
In total, we generated almost
$2 million in revenue from lost and
lapsed customers throughout Australia,
New Zealand and Fiji. In exchange, we
gave away 312 very orange BBQs -
80 large (including a branded apron and
BBQ utensils set) and 232 small BBQs.
And our customers loved them! Here
are some of our Australian winners
getting in to the spirit. One winner –
customer Dolium in WA – even donated
their BBQ to a very worthy cause, the
Mukinbudin Men’s Shed, to support
men’s health in the Mukinbudin area,
roughly 300km north east of Perth.
BBQ
SWEEPSTAKE
WINNERS
way, proving to be a great sales “door
opener”
• We on-boarded more than 43,000 new
traders – resulting in 178,000 additional
consignments
• As part of our 70 years BBQ sweepstake, we
delivered 3,224 very orange BBQs to our
customers all around the world
• These good results were enabled by
our targeted sales activities, where our
counterparts around the world used hot
leads from e-mails and predictive analytics
to determine - and reach out to - the
customers most likely to trade with us.
Campaign mascot Ken the Kangaroo.
Dolium Account Manager Richard Watts with
Mukinbudin Community Shed’s Bill and Rosalee
Johnstone and Clare Smith.
Brendan from Techni Waterjet proudly shows off
their new TNT BBQ.

14. FEATURE: 70 YEARS OF TNT
nternal Sales Executive Christine Aslan
has officially joined the TNT Presidents
Club!
As part of the 70 years campaign, our Sales
teams participated in Sales Jump –
a competition that pitted salesperson
against salesperson in all corners of the
globe to identify the top 70 performers
from TNT worldwide.
The competition involved the accrual
of points based on salespeople’s weekly
performance in revenue growth and
new business in their assigned territory
between February and May, compared
with the same time last year. Basically the
higher the points, the better the position in
the rankings.
Christine’s stellar performance saw her
exceed the global growth target, landing
her in sixth place amongst her Domestics
Internal Sales colleagues from around
the world. She will get the VIP experience
when she joins the other President’s Club
members in Sydney later this year for a
special 70 years celebration.
ina Williams, Depot Coordinator at
our Wollongong depot, has won
a commemorative TNT BBQ after
winning our local Lead Jump competition as
part of the 70 years celebrations.
Tina tendered more than 60% of the close to
200 sales leads submitted in the month-long
competition, so it was no surprise when she
took out the lucky draw competition.
In total, we received more than 130 valid sales
leads, most of which are in regional NSW,
which will be pursued by our Sales team.
Congratulations also to Paula Murray, Amber
Wandl and Mayble Yu, who have each received
a 70 years of TNT water bottle and TNT beach
ball for submitting more than five valid sales
leads.
• Andrew Thomas
• Chris Devlin
• Danielle Millar
• David Paterson
• Elaine Metcalfe
• Giulia D’Andrea
• Gemma Mansfield
• Michael Issa
• Perry Dakis
• Phillip Cipriani
• Suki Saengsavang
• Tania Roche
• Tiana Vaasavalu
CHRISTINE JOINS THE PRESIDENTS’ CLUB!
TINA NABS THE COVETED
COMMEMORATIVE BBQ
Tina Williams with her new BBQ.
2016
SALES JUMP
2016
LEAD JUMP
Our salespeople performed well across the board, with a further
13 salespeople across KAM, TSM and Internal Sales taking home
commemorative TNT BBQs for their outstanding results, including:
TNT Presidents club winner Christine Aslan.

15. XPRESSIONS15
epots throughout Australia, New Zealand and Fiji got into the
spirit of the day, celebrating with orange dress ups, staff BBQs,
70 years cakes, colouring in competitions, orange-themed snack
packs for drivers, historical displays and so much more!
Some of our sites also participated in a global gift exchange, sending
and receiving parcels from TNT colleagues in various countries around
the world, including Italy, Japan and Azerbaijan!
Staff were also treated to 70 years special edition trucks and magnets.
Happy 70th birthday, TNT!
HAPPY BIRTHDAY TO YOU….
Thursday 21 April 2016 was set down as the date for TNT staff
around the globe to celebrate TNT’s 70th birthday

16. ean-Pierre took part in the National
Breast Cancer Foundation’s Great
Wall Trek 2016 to raise awareness
of one of Australia’s most common
cancers.
“Breast cancer has touched a lot of my friends
and family, as it has for many other people,”
he said.
“I also realised there’s a lack of understanding
about it among men. For example, some of
the men I spoke to when fundraising at work
had no idea breast cancer could affect them
as well as women.
“There’s a lack of a male perspective in what
you hear about the disease, so I wanted to
help address that.”
The 11-day trip took in some of the most
revered sites in China, including Beijing,
Tiananmen Square and the Forbidden City –
but also some of the most gruelling terrain
the Great Wall of China crosses.
“It was an amazing and really powerful
experience,” he said. “The trek took place
away from the popular tourist areas of the
Great Wall and included some very steep and
difficult terrain.
“During the five-day trek we covered over
100km and walked up the equivalent of 948
floors of stairs according to my Fitbit.”
Jean-Pierre was part of a team of 22 that
collectively raised $285,000 for the charity. It
was this monumental achievement and the
dedication of his team that really inspired him
to keep pushing towards the finish line.
“My team included really strong women
who pushed themselves to the limit to
complete the trek. There were breast cancer
survivors and others currently going through
chemotherapy, and one took part after losing
her father to the disease.”
Back home, TNT was right behind Jean-Pierre
every step of the way, from supporting his
GOING THE EXTRA MILE
FOR BREAST CANCER
FEATURE: JEAN-PIERRE DOHERTY-BIGARA
Queensland Customer Care manager Jean-Pierre Doherty-
Bigara is enjoying a well-earned rest, after walking more than
100km of the Great Wall of China to raise funds for breast
cancer research in May.

17. he National Breast Cancer
Foundation is the leading
community-funded
organisation in Australia raising
money for research into the
prevention and cure of breast
cancer.
In 2016 NBCF has committed
over $12 million to fund more
than 30 research projects that
investigate new avenues for treatment, and new applications for existing treatments
to improve outcomes for breast cancer patients. NBCF also launched the Leadership
Fellowship, a five year grant which allows a senior researcher to address some of the
big questions in breast cancer. In total, since 1994, NBCF has awarded more than
$127 million to around 430 Australian-based research projects to improve the health
and well-being of those affected by breast cancer.
NBCF raises and grants funds exclusively for research, because of a fundamental
belief that research is the most effective way to end breast cancer.
NBCF’s aspirational goal is to achieve zero deaths from breast cancer by 2030. With
42 Australians diagnosed each day and seven dying from the disease, there is still
much to do.
ABOUT THE NATIONAL
BREAST CANCER
FOUNDATION (NBCF)
XPRESSIONS17
fundraising efforts to decking him out with
new kit for the trek.
“The support was great. My TNT colleagues
from Eagle Farm and right around the country
helped out by organising events like casual
dress days, raffles and food stalls. They really
got behind me and this great cause.”
“TNT also came to the party by providing
shirts, hats and shoes and making a donation
as well.”
All of the money raised from the trek will
be used to fund new research and develop
techniques for earlier and faster detection and
diagnosis of breast cancer.
Want to learn more? Check out the video prepared by Erin Madden, one of
Jean-Pierre’s trek teammates, that explains why research into this disease
is so vital.
See
https://m.youtube.com/watch?v=B7Eg4yWBwJw

18. CUSTOMER CARE: U+S+Q=1
o, it’s not a typo – Customer
Care is the new name of our
primary customer contact function.
Globally, TNT has made the shift from
Customer Service to Customer Care.
Now, we’ve adopted the language
locally to be consistent with our
counterparts around the world.
The name change might seem insignificant, but it actually signifies
a major shift in the way we think about our customers and our
approach to meeting their needs.
Customer Care is the transformation of Customer Service from the
NOW to the NEW: Customer Care aims to provide a single interface
for all customers, across all touch points and channels. It is both
responsive and proactive, and is leading the Customer journey
through caring, directing and advising Customers; identifying
unknown needs to ensure best experience and is responsible for
loyalty and retention.
No longer are we just about servicing our customers; we’re about
caring for our customers. It means:
• Going the extra mile to get the job done
• Working together to find a solution
• Being proactive and anticipating our customers’ needs
• Delivering an exceptional customer experience, time and time
again.
Without customers, our business doesn’t exist; and without
exceptional customer service, our customers don’t remain loyal.
Delighting and satisfying our customers is at the heart of our
business – and we’re all responsible for it.
So what does the future look like?
With a new name and new Director of Customer Care, Ian Harrison,
at the helm, the team is energised to meet the challenge and have
come up with a new team roadmap and vision.
The Customer Care vision is: “To provide a pioneering and
exceptional customer experience driving the highest levels of
customer advocacy, loyalty and retention in the industry.”
To achieve it, Customer Care will adopt a simple formula: U+S+Q=1
It’s about focusing on U, the employee, delivering great Service and
improving the Quality of our service. By focusing efforts in those
areas the team will deliver number 1 customer satisfaction.
LEADING CUSTOMER CARE
INTO THE FUTURE
YOU + SERVICE + QUALITY
CUSTOMER SATISFACTION

19. • What was your most recent position?
I have spent the past 13 years working
for the Commonwealth Bank in various
senior roles from looking after customer
service and operations teams supporting
areas like Institutional & Corporate
Banking; Merchants; Home Loan
processing, as well as driving operational
efficiency methodologies across back
office operations teams.
• What are you most passionate about
when it comes to Customer Care?
Putting the customer at the centre of
all we do. In every meeting we should
ask ourselves what the customer would
think of what we have agreed or decided.
I see my role as one of promoting the
customer and customer experience via
all touch points, and in all areas of the
wider TNT business, whilst also ensuring
we get better and better at Customer
Care.
• What is your vision for Customer Care
at TNT?
I would like to see Customer Care
become the champion of the customer
experience, constantly reminding us all at
TNT that attached to every consignment
is the “needs” (and sometimes emotions)
of a customer (big, small or residential)
who will become a vocal and passionate
TNT advocate when we show we value
them and their consignment.
• What are your immediate priorities?
The biggest priority is to support the
staff in Customer Care. I have been
telling the staff that I actually work for
them. My role is supporting each of
the team members and their leaders in
providing the best service they can for
our customers.
• What are you most excited about in
terms of the future of CC at TNT?
The time is now! There is a huge
opportunity for Customer Care to
play a major role in giving TNT a new
differentiator within the transport
and logistics industry...a class leading
customer experience that is driven by
a new culture, focus and passion by
engaged team members.
• What’s your personal philosophy you
live by?
I have a favourite quote that I’d like
to share here. “It is not the critic who
counts; not the man who points out how
the strong man stumbles, or where the
doer of deeds could have done them
better. The credit belongs to the man
who is actually in the arena, whose face
is marred by dust and sweat and blood;
who strives valiantly; who errs, who
comes short again and again, because
there is no effort without error and
shortcoming; but who does actually
strive to do the deeds; who knows great
enthusiasms, the great devotions; who
spends himself in a worthy cause; who
at the best knows in the end the triumph
of high achievement, and who at the
worst, if he fails, at least fails while daring
greatly, so that his place shall never be
with those cold and timid souls who
neither know victory nor defeat.”
- Theodore Roosevelt
• Do you have any hobbies?
I seem to spend most of my time running
my son to 2-3 basketball matches a
weekend so not much time for a hobby...
but I do love classical music and in a past
life I played the trumpet!
• What was your most recent position?
I have been consulting in the customer
experience space for the past 6 months
on small business units that needed
assistance with the end to end customer
journey, identifying areas that can create
a step change for customer engagement.
Prior to that I was a customer experience
manager with Qantas focusing on
a financial product.
• What are you most passionate about
when it comes to Customer Care?
I am most passionate about delivering
the world’s best customer care, and
assisting the team to meet that mission
by providing them with the tools to do
that.
• What is your vision for Customer Care
at TNT?
My vision is to create a productive
team that delivers WOW moments to
their customers creating advocacy and
positive word of mouth to potential new
customers.
• What are your immediate priorities?
Providing the teams with the necessary
tools to deliver servicing above industry
best practice, as well as fixing any
processes that are not functioning well.
• What are you most excited about in
terms of the future of Customer Care
at TNT?
I am most excited about creating change
and taking people along for the positive
journey.
• What’s your personal philosophy/motto
you live by?
Can do!
• Do you have any hobbies?
I am a sunlover through and through, so
love the beach, swimming and boating.
I am also very passionate about Make a
Wish, and delivering amazing wishes to
sick children.
Ian Harrison
DIRECTOR, CUSTOMER CARE
Vanessa Dickson
GENERAL MANAGER CUSTOMER CARE
XPRESSIONS19

20. ustomer Care Representative Pat
started with TNT 32 years ago.
It’s a journey that has taken her
from the tarmac, to the road and
now to the Major Accounts Desk
in Sydney’s Head Office. Her story is one of
tenacity and dedication, and she is living proof
of the can-do attitude of The People Network.
“You don’t stay at a company this long if you
do not appreciate the qualities of the company,
and accept changes along the way, many of
which I have witnessed over the years,” said Pat.
Pat’s TNT story started back in May 1984. With
a young family, Pat was looking for some
extra income. So when her husband, a sub-
contract courier with TNT Air, mentioned the
Bank Operations team needed more drivers to
service the contract in the evenings, she applied
and secured a position – little did she know it
would lead her to such an enduring career with
TNT.
“I absolutely loved it. Planes would arrive on the
tarmac from Canberra, Newcastle and outlying
country areas across NSW. We would wait
on the tarmac, in all conditions at the airport,
for the planes to come in. We would unload
the freight and drive it directly to all the banks
around Sydney, who were waiting to process
the day’s transactions, which was before the
days of electronic banking. Extra drop offs were
a regular occurrence - pathology samples for
urgent testing, reels of film for processing at the
end of a day’s movie shoot and so on - these
we tacked onto the night’s work.”
On 21 July 1986, Pat commenced a full time
position as a Same Day Operations Co-
ordinator at TNT Air, based at Rosebery in
Sydney, working alongside Dave Moar, the then
Operations Manager, and Gerry Gonzales. This
role became so much more than just a job. Pat
loved the fast pace, the quick turnaround times
and the extra effort she would make for her
customers.
Pat remembers, “I recall when working in Same
Day, I had a doctor in an operating theatre
waiting on the urgent delivery of a heart valve.
I had the doctor in one ear and the driver in
the other, directing him through the hospital to
the operating theatre. I could not believe they
commenced the operation without the valve
already in the theatre.”
It’s this go-getter attitude that has stuck with
her all the way through, and explains why she is
such a valuable member of the Customer Care
team. When she was working as a Customer
Service Priority Air Freight Supervisor, she was
chosen alongside Heather Baker to launch the
Executive Desk attached to the Sales team to
specifically look after Major International and
Domestic Priority accounts. Fast forward to
2016, and it’s grown to become a highly valued
part our customer support network.
But it didn’t stop her hands-on approach. Pat
has so many memories from over the years,
particularly from her time working in Priority,
which used to operate outside of business
hours. Said Pat, it always made for interesting
requests.
“I’ve dropped wedding veils to brides, and once
cleared Australian cricketer Steve Waugh’s
cricket bats through customs and delivered
them to his house, for him to take on a flight to
Darwin that evening.”
It’s this fast-paced environment and excitement
that has always made working at TNT so
enjoyable for Pat. And she has barely noticed
the time that’s passed.
“The days fly by so quickly, as you are always
striving to meet deadlines and resolve client’s
requests. Before you know it, a week has
passed, then a month, and the entire year is at
an end and now here I am, 32 years later!”
There have been changes along the way, but
Pat has always handled them with enthusiasm,
grace and with her customers’ needs at the
forefront of everything she does.
“TNT has changed in culture in many ways over
the years however, they have always strived to
reward your efforts whenever possible. One of
my highlights was when I was rewarded with
the NSW Gold Award for Customer Service in
2001. I met with representatives from all over
Australia and some of these people I can still
count on today. The biggest reward is to share
this time with the people I have worked with
along the way. These are my most treasured
FEATURE: CELEBRATING 70 YEARS OF... PAT
70 years of…Pat
• C E L E B R A T I N G •
AS WE CELEBRATE 70 YEARS OF TNT, WE ALSO CELEBRATE 70 YEARS OF PAT MILLER.

21. experiences - the friendships you develop
and the support you receive from your fellow
workers.”
But Pat’s personable nature and willingness
to go the extra mile has also earned her the
trust and respect of her customers. So much
so, she’s been fortunate to develop and foster
relationships with her customers, too.
“Customers from over the years still keep in
contact with me. They ring to say hello and ask
how I’m going. It’s given me the opportunity
to develop so many special relationships that I
value and treasure. It is very gratifying to know
they appreciate my efforts and experience.”
It’s part of the reason Pat loves her job so
much, and why she is still here after such a
longstanding career.
“Working at TNT keeps me young. I enjoy
mixing with young people every day and
sharing their input on life. I really like the
challenge of the task each day and appreciate
my colleagues who I interact with on a daily
basis from so many depots throughout
Australia. I even still hear from colleagues in
other countries from when I did International.”
To celebrate her 70 years, Pat is fulfilling a
lifelong dream to visit Europe. “I’ve wanted to
go to Europe since I was young. I remember
my friends boarding a ship many years ago to
go to London. I was so envious to not be going
with them (it was the 60s - strict parents) and
now it’s my turn to finally be heading off. It’s so
much easier and quicker these days.”
Pat will enjoy the celebrations with two of her
children – her youngest son and daughter –
who are each joining her for portions of the trip.
Together they will visit England, France, Italy,
Spain and several other countries on their six
week holiday.
But she assures us she will be back to continue
her service to the company she holds so dear
to her heart.
“I believe TNT’s strength up until now can be
credited to the people that have worked within
the company over the last 70 years. It’s down
to listening to market demands, and particularly
in my roles, the one-on-one customer contact.
Customers feel like someone is there for them.”
Whilst sad to see TNT officially acquired by
FedEx, she’s also optimistic for the future.
“I’m sad, but everyone has to move forward.
I think it’s a good thing; maybe what Fedex
brings will give us an advantage in the industry,
strengthening our International profile as an
equal alliance.”
XPRESSIONS21
“The days fly by so quickly, as you are
always striving to meet deadlines
and resolve client’s requests...”
Managing Director Peter Langley, Pat Miller, Director Customer Care Ian Harrison and Frontline Manager
Gavin Cornforth.
Pat with fellow Major Accounts Customer Care Representatives Tina Collins, Veronica Mosley and Maria Gallardo.

22. hey’re words that ring out every
year on Anzac Day right across
Australia and New Zealand. But in
Papua New Guinea, which was front
and centre of the Pacific battles in World War
II, the Dawn Service at Port Moresby’s Bomana
War Cemetery, the largest war cemetery in the
Pacific, is something else. And TNT is proud
to have played a pivotal role in supporting the
local RSL service since 2009.
This year, the service at Bomana attracted
more than 3,500 people and was the largest
overseas Dawn Service in the world – even
larger than Gallipoli.
The relationship began when the Office of
Australian War Graves banned candles in
all Australian war cemeteries. Due to the
porous nature of the sandstone walls and
marble headstones, the risk of damage to the
structures, along with the cost of cleaning the
hot wax, was too great, and so an alternative
solution needed to be found to light the dark.
“The alternative we came up with was to
purchase glow sticks from a supplier in
Australia,” said Port Moresby RSL Secretary
Bryan Wareing. “And TNT has generously
supported us since.”
The support equates to almost $7,000 in the
eight years of the partnership, which sees TNT
cover the cost and shipment of up to 3,500
coloured glowsticks for the event each year.
TNT PNG Air Freight Manager Doug Maskelyne
helped make it happen and is keen to see
the relationship continue to grow along with
attendance at the event.
“We look forward to assisting the RSL again
in 2017 when they commemorate the 75th
anniversary of crucial PNG WWII campaigns in
Kokoda and Milne Bay,” said Doug.
Lest we forget
PNG UPDATE:
TNT lights the dark in memory
of our fallen soldiers
The service at Bomana War Cemetery.
Glowsticks light the dark before dawn.

23. iji is no stranger to serious weather
events, including cyclones and
flooding. But when Cyclone Winston,
one of the most powerful storms to
ever hit the region, made landfall in February,
the destruction and ongoing recovery affected
many – up to 40% of the nation’s population.
At its peak, Winston delivered 330km/hr
winds, causing serious devastation throughout
the islands and tearing apart homes and
communities. It rendered tens of thousands
of people homeless, with many forced to live
in emergency evacuation centres for weeks
on end, and more than 250,000 people
in desperate need of water, sanitation and
hygiene assistance due to power outages and
damaged infrastructure.
In true TNT style, our Fijian colleagues got
right behind fundraising efforts in the wake
of the storm, donating $5,000 to the Fiji Red
Cross Society.
The money was raised from the staff’s
Outreach Club, a staff fund set up to support
a range of charity and fundraising efforts. Staff
donate $2 per pay to the fund, which has been
in existence for more than five years.
“We were lucky in that all of our TNT Fiji staff
and their families are safe and sound and were
back to work shortly after the cyclone struck,”
said Sophie Ali, TNT Fiji’s PA/HR/Sales Support.
“And that we were in a position to respond
so quickly and offer support to groups on the
ground helping get communities back on their
feet.”
Donations to the Fiji Red Cross Society have
been used to provide immediate emergency
assistance such as clothing, food and shelter,
as well as ensuring communities have access
to clean water and help to recover from
psychological trauma.
XPRESSIONS23
Eye of the storm
FIJI UPDATE:
We were lucky that we
were in a position to
respond so quickly and
offer support to groups
on the ground helping
get communities back on
their feet.
TNT handing over the cheque to the Fiji Red Cross Society.
TNT Fiji come to the aid
of communities in need

24. HR UPDATE:
n May, The Ohio State University students
Brandon Heidinger, Karl Icsman and
Natalie Amrozowicz joined the team
at Sydney Head Office for an 8-week
unpaid internship, working in our Linehaul,
Procurement and Commercial teams.
It was the first time TNT has participated in The
Academic Institute of Australia (AIIA) internship
program, which sees high performing
university students given the opportunity to do
work placement abroad, in a company that’s
matched to their skills, interests and current
studies.
We caught up with the three interns to learn
a little more about them, their experience and
what they love about Australia.
“The main attraction for me was the fact that
it was abroad. I’ve always thought it would be
an extremely beneficial experience to study
or work abroad for a period of time,” said
Brandon. “Plus, I am fairly certain that I want
to work in operations with a transport/3PL
company, so being placed with TNT was a
perfect fit.”
For Karl, the trip offered not only a chance to
travel, but also some insight into the type of
work and company he might look for after he
graduates.
“I don’t really know what I want to do after I
graduate, so this was a good way for me to
get an idea if I like or don’t like this kind of
work. It was also a great opportunity to travel
somewhere I might not get the chance to go
to again; a chance to try something new,” said
Karl.
And the opportunity to visit Australia seemed
high on the attraction list for all three.
“I love travelling, and I’ve always wanted to
visit Australia, so this was a good chance to
visit and get some meaningful experience out
of it at the same time,” said Natalie.
“What drew me to Sydney is the fact that it
is a place which very few Americans get the
opportunity to experience. I’m fairly certain
that I will travel to many of the major European
cities at some point, but I could not pass up
the opportunity to see Australia!” said Brandon.
So what did they learn from their experience
with TNT?
For Natalie, it not only reaffirmed her desire
to work abroad one day, but it gave her great
exposure to parts of the business she never
expected.
“Even though I expected to experience
logistics in practice, it was great that I wasn’t
necessarily doing logistics work. Being in the
Commercial team offered me real insight
into how multiple parts of the business play
together. Working closely with the Sales team
gave me exposure to the Sales side of the
business and how relationships work,” said
Natalie.
It’s witnessing how the relationships work
within a business like TNT that also inspired
Karl.
“I’ve learned how important it is to establish
personal relationships, and being relatable. I
guess the flip side is also being diligent and
firm, especially when dealing with external
parties to ensure you aren’t taken advantage
of.”
For Brandon, he learned two of the key secrets
to operational success.
“I’ve learned that both preparation and
effective communication via supervisors to
floor workers are both key elements to running
a smooth operation.”
But there was one thing they all agreed on;
they loved the Australian culture.
“Here in Australia, people are generally much
more laid back. It’s refreshing to be in a culture
where even in the workplace, people aren’t
too tense,” said Brandon.
So much so, that it has helped the three
establish that it’s the kind of workplace
environment they want to work in when they
graduate.
“The experience has definitely impacted the
type of environment I want to work in –
everyone works hard but they still manage
to enjoy it and have a sense of humour. It’s a
really strong, personable culture,” said Natalie.
And it seems exploring everything Australia
has to offer has also been a key factor in their
enjoyment of the program.
“One of the main things I love is the weather.
Even on the colder days, the sun is still shining
and it’s nice to be outside. Sydney’s also a
much more relaxed city than most US cities –
people are nicer, plus there’s so much open
space, unique buildings, the harbour and
natural beauty that’s close by, either within
walking distance or via public transport,” said
Karl.
The Internship
Interns Brandon Heidinger, Karl Icsman and Natalie Amrozowicz at Sydney’s Head Office

25. he rollout of a new global Learning
Management System (LMS) is
underway, designed to make learning
more accessible for all employees.
The new online system means we can
broaden the reach of our training, reduce
our costs and offer you a more innovative
and flexible approach to learning.
The new LMS is a cloud-based software
application that enables you to select,
register for and complete or participate
in courses online to improve your
knowledge, skills and performance.
Our new LMS offers an environment for
enhanced:
• Informal learning
• Collaboration
• Coaching
• Mentoring
• Awareness of learning as a continuous
journey
• Ability for employees and managers to
own and drive learning themselves to
support career and skill development.
The LMS supports our Outlook strategy
and forms part of the Simplify and
Transform programme, designed to
improve our business performance and
enhance the customer experience.
When the opportunity came forward
to do my internship at TNT Express
New Zealand, the only thing I could think of
was to pack my bags and take the first flight
from the Netherlands to New Zealand.
A new challenge, a new environment and
on the other side of the world. Even though
I was nervous when I arrived at TNT, those
nerves were taken away quickly. With a warm
welcome, friendly colleagues and all the help
I could ask for, this internship could not have
had a better start.
My internship focused on developing and
maintaining a contract register. Activities and
challenges that I faced include: creating new
contracts from scratch for the biggest TNT
suppliers, implementing changes into existing
contracts and reviewing new contracts and
rates. Those are just a handful of challenges
that I have faced during my stay.
Learning experience
I learned to keep track of my progress when
working on multiple assignments at once.
I always thought that I could remember
everything and only had to write down the
main lines. However, when I was working on
similar contracts at the same time, information
got messed up quickly. This gave me a few
set backs but also opened my eyes. I just have
to write down almost everything for the best
results. I also learned how TNT as a company
works, what the challenges are at TNT and
what steps I had to take to work towards a
solution.
All in all, I could not have done this without
the help and guidance of my supervisor
who always took a lot of time and effort in
explaining the assignments to me and helping
me with the problems and challenges that I
had. So thank you!
My internship at TNT ends soon. With that said,
I want to thank everyone that helped me make
this internship a great success! If I ever get
the opportunity to do it all over again, I would
pack my bags and take the first flight back to
New Zealand!
LEADING LEARNING INTO THE FUTURE
Taking a chance
XPRESSIONS25
Remco Bruijste is an intern with our team in New Zealand.
He took the time out to share his experience of working
with TNT and what he has learned.

26. o it was no surprise when TNT decided
that globally, we needed to lift our socks
in the digital space. Fast forward some
months and a creative new team of digital
geniuses have joined the team in Global Head
Office to develop a comprehensive plan of
how we can achieve it.
The result has been the creation and rollout of
a suite of new easy-to-use digital tools for use
across a range of applications – from desktops
to tablets and smartphones. They’re designed
to improve the customer experience by
offering accessible, transparent and real time
customer transactions.
THE TOOLS
Mobile app
In Australia, the TNT Australia Tracking app
was rolled out for iPhone users earlier this year
and is now available for Android users. It offers
customers:
• Easy access to all their Domestic shipment
details in one convenient place, without the
need to log onto TNT online
• Real-time status updates for shipments,
including pick up, in transit and delivery
• Push notification updates on key shipment
milestones
• Access to arrange redelivery of their parcel
if they’re not at home to accept it.
A Global TNT app has been released for
iPhone and Android for International
shipments, and is now available to customers
in New Zealand and Fiji. It offers Track & Trace
functionality at their fingertips, instant price
quotes and delivery time estimates as well as
the ability to share a shipment status or quote
with a colleague or customer.
FEATURE: DIGITAL
GOES DIGITAL
More and more, businesses are hungry
for digital ways of doing business that are
seamless, easy and instant. And our
customers are no different.
TNT.com
EasySend
From scattered... ...to streamlined
myTNT
Track &
Trace New
Booking
Tool
Log in
TNT
Platform
Ship Track

27. XPRESSIONS27
Track & Trace
A new online Track & Trace tool has been
launched. The tool’s design is fully responsive
for desktop, mobile and tablet devices and
offers customers a highly visual display of their
shipment’s status across the five main steps
– Collecting, Processing, In transit, Delivering
and Delivered. Customers can access concise
details about the whole shipment’s journey,
save shipments to refer back to at a later time
and easily access Customer Service contact
details.
EasySend and MyTNT Open
Offering ad hoc and SME customers easier
access to our services is also becoming a
reality, with enhancements to Australia’s
EasySend tool and the rollout of the Global
MyTNT Open for our New Zealand and Fiji
customers due in Q3.
The tools offer ad hoc customers access to
instant price estimates and transit times for
TNT’s express delivery options, without an
account or the need to register or login. They
also enable customers the opportunity to
compare and choose the right service for their
needs and pay immediately using a credit card.
TNT.com
Additional improvements to the TNT website
layout and functionality are gradually being
rolled out after the successful launch of new
website pages in 2015. The aim is to increase
website traffic, encourage broader use of and
access to TNT’s new digital applications and
make it easier for new customers to find what
they’re looking for so they can start shipping
with us sooner.
The new website homepage is already live
in over 50 countries, and the rollout of a
new navigation bar, designed to be more
responsive to user behaviour and offer an
improved navigation experience, is also
underway.
myTNT
An enhanced myTNT platform is in
development that will offer one seamless
customer experience – whether you’re a
frequent or ad hoc shipper. It will deliver one
central platform with instant pricing, shipping
and tracking tools for users at the touch of a
button. For TNT account holders, it will also
feature an improved address book function,
shipments overview and history, and tailored
pricing. Rollout in ABU is currently penciled in
for 2017.
SEO and SEM
Another big focus for the team is search
engine optimisation (SEO) and search engine
marketing (SEM). Have you ever wondered
how the order of search results is pulled when
you use a search engine? Ultimately, it comes
down to an inexact science of key words
linked to websites and paid advertisements.
Whilst it hasn’t been a focus for TNT in the
past, it’s now become a key method of trying
to put TNT front and centre, every time a
customer or prospective customer comes
looking for the services we offer. It starts with
understanding our target audience and their
search behaviours, before looking at how we
can use that research to better target and
reach customers.
MEASURING THE IMPACT
So how do we know if this new approach is
working? The benefit of digital tools is that
we can measure them, and look at the impact
they’re having on our business.
We know from comprehensive customer
research that this is how many of our
customers want to do business with us moving
forward. And we’re already seeing significant
growth in online bookings versus phone
bookings – for example, in Australia, each year
since 2013, the volume of domestic bookings
has had a year on year growth of 10,000
bookings per week. Australia now generates
the third largest amount of revenue from
digital platforms in TNT globally at $71 million.
The rollout of new tools that will facilitate
more ways for our customers to connect with
us digitally responds to what our customers
tell us they want, so we can expect to see
the results improve as the suite is fully rolled
out around the world. It’s still early days, but
the trends so far are showing great promise
in terms of helping us achieve our ultimate
goal to provide a seamless and transparent
experience for our customers, on any device,
in real time.

28. SALES UPDATE:
Sales gets the Simplify
and Transform treatment
ou’ve probably heard the term
‘Simplify & Transform’ bandied
around, but what does it
actually mean? We spoke to
Lisa Willoughby, Australia’s very own
Global Simplify & Transform (S&T) team
member, to get to the nuts and bolts of
what it’s all about, and what it means for
you and our customers.
“Simplify & Transform (S&T) is a full
transformation of Sales. S&T aims to
create the perfect transaction when
dealing with our customers, simplify
and harmonise TNT’s product, process
and system landscape and address
behaviours and ways of working to
restructure the way we, as a company,
work,” said Lisa.
Lisa, who has taken a break from her role
as Adelaide’s Territory Sales Manager,
joined one of the project’s Flying Squad
teams in March and has since been
spending her time travelling back and
forth between home in Adelaide, Dubai
and Indonesia. Her role as part of the
Flying Squad is to support the rollout of
key S&T deliverable CRM Sales here in
Australia, New Zealand and Fiji.
At its heart, S&T is about delivering
operational excellence. It has been
designed to facilitate change that
will transform how we work, grow
our business in the future and deliver
a great customer experience. The
project centres around two of the main
objectives in the ‘Invest in Operational
Excellence’ pillar of our Outlook
Strategy:
»» Realise the Perfect Transaction:
Service, Service, Service
»» Transform IT and Global Business
Services.
And, it will:
• Make us more efficient, agile and
innovative
• Improve the way we work
• Enable differentiated, market-leading
customer experience at competitive
cost.
So, how exactly will we achieve that?
S&T focuses on the delivery of key
tools, systems and new ways of working
that will enable this shift in behaviour,
offer a more standardised approach to
customer care and deliver the perfect
transaction. The new tools include a
cloud-based Customer Relationship
Management (CRM) system, Salesforce.
Together, the tools, systems and new
processes will enable a 360° view of our
customers, across Sales, Customer Care,
Operations and Finance and in turn, offer
our customers better visibility than ever
before across all aspects of their TNT
transactions.
Imagine our customers being able to get
notifications when their parcel is on its
way, completing any required paperwork
digitally, and technology that supports
our drivers with automatic shipment
sorting. All of this (and more) is possible
with Simplify & Transform. It’s about
streamlining our efforts and working
as one team across all facets of the
customer experience so that we can get
to know our customers, offer proactive
support and understand their needs
more comprehensively than ever before.
The first wave of the rollout of S&T
focuses on getting our Sales team
accustomed to Salesforce and its
capabilities, and will kick off in late 2016.
The second wave rollout, which will
focus on improving the quality of our
Customer Care, will commence in 2017.
From a highly complex to a simple, customer centric business & IT landscape.

29. XPRESSIONS29
AGENTS IN THE SPOTLIGHT:
What area do you cover?
We look after Kununurra and Wyndham, in the
northeast corner of Western Australia and the
picturesque Kimberley region – right alongside
the Northern Territory border. It is only a
young town just recently celebrating 50 years,
with a population of around 6000 people. We
have a good mix of tourism mainly centred
around outback 4WD adventures, irrigated
agriculture farming and mining with the Argyle
Diamond Mine just 160km from here. Our
climate is tropical with heavy rain January
to March and temperatures approaching 48
degrees September to December.
How long have you been a TNT agent for?
Leonie started part time with Ansett Air Freight
20 years ago, and put up her hand to leave
when they were exiting the industry. Gradually
we have accumulated agencies and we
now represent TNT and four other national
transport companies.
What sort of changes have you seen during
your time in the industry?
Being in priority freight we have noticed the
demise of the “urgent documents”. Also, the
transition to sign on screen scanners is a
major change and has pretty much eliminated
enquires about Proof of Deliveries. Customers
are now a lot better informed about the
whereabouts of their freight. The tightening
of rules around aircraft security is also a major
change in the industry.
What’s a typical working day like for you?
Most days we start around 7am. We sort road
freight, receive our priority freight from Darwin
about 12pm and our delivery of priority freight
happens in the afternoon. We are tied to flight
times and this varies a lot day to day which
makes it interesting.
Tell us about some of your more interesting
deliveries.
In the days of Ansett Air freight, I remember
an Indian beverage company flying in all of
the food, tables, tents, BBQs and everything to
sustain about 20 people for 7 days “camping”;
rumour has it they had their own chef.
Quarantine then proceeded to take half their
food!
We also delivered the daily newspaper to
Lake Argyle in time for the politicians to open
the newly completed Ord Hydro plant. The
newspaper had an article about the opening.
What are some of the obstacles you face as a
TNT agent?
Our remoteness and the time it takes to get
our freight. The road linehaul from Perth has 2
truck changes - Port Hedland and Broome - in
the 3800 km journey so we wait up to 6 days
for our Road Express items from Perth. The
heat in September – December also takes a
bit of strength to remove yourself from the air
conditioning!
What do you enjoy most about your job?
We enjoy the diversity of everyday life in our
business, and the fantastic people we deal with
in TNT or our customers. We get the most
enjoyment (and stress) when someone needs
something there “as quick as we can, doesn’t
matter what it costs” and delivering on time -
that’s a buzz.
Seeing the repeat TNT business from sensitive
consignments like school exam papers,
pathology samples to Perth and products like
Apple is also rewarding; its good to be trusted
like this.
Agents in the Spotlight
It’s a land of beautiful scenery, tropical climate
and…crocodiles. As they celebrate 26 years as an
agent for TNT, we decided it was time to learn
a little more about Jim and Leonie Bailey, our
Kununurra Couriers.
One of Jim’s favourite secret spots in the Kununurra region.
A Kimberley local. Jim, Leonie and the Kununurra Couriers team.

30. FEATURE: THE PEOPLE NETWORK - THE EXTRA MILE
506
1 in 11
103
7
76weeks
$10,800
$3,030
Total Nominations
* Excluding shoes
staff have been nominated
Pairs of shoes awarded
Amount in nominator
gift vouchers awarded
Amount in winner and
commendation gift
vourchers awarded
Average number
of nominations
each week
Number of
weeks running
Extra Mile
Statistics
Nominations received via:
EXTRA MILE IN NUMBERS
53.78%
Online form
5.25%
Hard copy form
40.33%
Email
KEEP THE NOMINATIONS COMING!
To nominate, simply complete the nomination form available
on ExpressNet, send an email to AUExtraMile@tnt.com.au
or complete a hard copy nomination form available at each
depot location and place it in the box provided.
Your nomination should detail:
• Who you think should be nominated for this award
• Where they are located
• What they do, and
• Why you think they have gone the extra mile.
You can nominate your colleagues, your team leaders /
managers or your direct reports. If you truly believe that
someone has gone The Extra Mile – let us know so we can
then share it with the whole company.

31. WA
SA
= commendation
= winners
TAS
NT
QLD
VIC
NSWPER
DRW
CNS
TSV
MKY
RN4
BDB
GLT
TWB
LSY
MCY
BNE
BS7
OOL
CFS
TMW
PQQ
WOL
WMB
ADL
AW5
SHT
ME3
BD4
BA3
TGN
LST
HBA
GEX
MEL
WGA
ABX
MQL
NTL
SIX
GOS
HO
DBO
ASP
OAG
SW2
EP2
CBR
We’ve always been going the extra mile for our customers. But
now, we’re sharing it with the business!
The Extra Mile award is the main way we showcase how our
staff go above and beyond to meet our customers’ needs. It’s
about shining a spotlight on staff who deliver great customer
service, grow our revenue, find a better way to do something, fix
our service…and so much more.
But we can’t do it alone – we rely on the eyes and ears of our
colleagues to identify the worthy winners of the weekly award.
So if you see something, say something! And help us tell the
business all of the hard work and dedication that goes on in the
background to make TNT a truly great place to be.
Here’s a map of all of our Extra Mile Award winners since the
program began in 2015. Has your depot been recognised?
DO YOU KNOW SOMEONE
WHO HAS GONE THE EXTRA MILE?
XPRESSIONS31

32. You’ll see all of the latest business updates and position vacancies for you to
share with your network or your customers. Plus, you’ll help make TNT more
visible so we can attract the best of the bunch in the biz!
Check us out now – simply find and follow ‘TNT Australia’.