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  1. 1. qwertyuiopasdfghjklzxcvbnmqwerty TCS Express & Logistics (Pvt.) Ltd. uiopasdfghjklzxcvbnmqwertyuiopasd fghjklzxcvbnmqwertyuiopasdfghjklzx cvbnmqwertyuiopasdfghjklzxcvbnmq wertyuiopasdfghjklzxcvbnmqwertyui TCS Express & Logistics (Pvt.) Ltd. opasdfghjklzxcvbnmqwertyuiopasdfg hjklzxcvbnmqwertyuiopasdfghjklzxc vbnmqwertyuiopasdfghjklzxcvbnmq wertyuiopasdfghjklzxcvbnmqwertyui opasdfghjklzxcvbnmqwertyuiopasdfg hjklzxcvbnmqwertyuiopasdfghjklzxc vbnmqwertyuiopasdfghjklzxcvbnmq wertyuiopasdfghjklzxcvbnmqwertyui opasdfghjklzxcvbnmqwertyuiopasdfg hjklzxcvbnmrtyuiopasdfghjklzxcvbn mqwertyuiopasdfghjklzxcvbnmqwert yuiopasdfghjklzxcvbnmqwertyuiopas 101-104, Civil Aviation Club Road, Old Airport, Karachi +92-21-111123456 Owned By : Mr. Khalid Nawaz Awan (Chairman) Y.E.O : 1983 Type : Services Certification: ISO 9001:2000 Certified, Super Brands Award, Consumer Choice Award, Brands of the Year Award, Brands Icon Award. Affiliations: MMS - Mail Management Solution, TCS Aviation, TCS Logistics Private Limited, Visatronix, Intiana, Octara.
  2. 2. TCS Express & Logistics (Pvt.) Ltd. March 30, 2013 EXECUTIVE SUMMARY TCS Courier Company has been working since1983, serving customers across the globe. They are very much concerned about their customers. They want to build leadership in the market, and give best service to their customers across the boundaries in a short period of time. They want to grow as a regional and global player, with emphasis on Europe, Middle East and North America. By keeping in mind their responsibility as no 1 courier company they are also social responsible. They do not only courier logistic but they have other services too to facilitate customers such as MMS, OCTARA, SENTIMENTS EXPRESS, and VISA FACILITATOR. Thus, they keep one thing in their mind, TO CONTINUALLY STRIVE TO ACHIEVE EXCELLENCE- BOTH ON AND OFF THE JOB. We all realize the importance of communication as well as the significance of its speed. Identifying this niche in the market, TCS pioneered the concept of courier services TCS has been the acknowledged leader in domestic courier services and has become a generic term for express courier services in Pakistan. Ever since its inception TCS has continued to lead the courier & logistics service industry in Pakistan through innovation, pioneering spirit, commitment & passion. Besides providing tailor-made products & services and maintaining industry standards considered as benchmarks .TCS has continually added products and services for its customers so that it has become the complete delivery solution provider. Today they have the capacity to handle all consumer requirements from the rapid delivery of a single envelope through General Courier to cargo weighing hundreds of tones. TCS is an organization with its vision and continuously working to achieve it. They are giving their services across the globe. Due to their trust and reliability and effective service the word courier has been replaced by TCS. THEY ARE BUILDING THE RELATIONS WITHCUSTOMERS Page 1
  3. 3. TCS Express & Logistics (Pvt.) Ltd. March 30, 2013  HISTORY AND PROFILE OF THE COMPANY Considering the performance of the company in the past two years approximately, TCS has been transformed from traditional to institutionalized system heading towards new dimensions of progress and technological advancement. In 2005, TCS formed its aviation in order to become totally self reliant. In TCS Aviation ,they have recently induced Boeing 737 in its air fleet with a capacity of 15 tons, which is considered as a proof of quality through which TCS is coming up to all its commitments. Followed by this, in 2006, TCS horizontally expanded their operation by forming the Tranzum Group which offers services in diversified industries including express, logistics, warehousing, distribution, gift delivery services, mail order, travel & tours, visa drop box, management development, event management & publications. With its corporate office in the Middle East (Dubai), the Enterprise has established regional offices in across the globe including South Asia, North America, and Europe.TCS opened the first of its kind TCS Mall in Karachi in March 2006. This mall was inaugurated by Dr. Walter Kuemmerle, Associate Professor of Business Administration and member of Faculty Group at Harvard Business School. This mall is providing all the services offered by TCS and Tranzum group namely Sentiments, Visatronix, Octara, Sentiments etc. under one roof, and also facilitating services like, ATM machine and Nadra machine for the payment of utility bills for the sake of providing value and convenience to its customers.TCS also established Mail Management Solutions division & Print shop in 2006, which only deals in bulk quantity of mails for their business clients. TCS is also qualified for Printing & Logistics project of Election Commission of Pakistan for the year 2006-07.It can be said that TCS has grown and has seen turned around situations in its revenue growth during past couple of years and TCS continues to enter into more ventures to maintain its market leadership status with its strong mission of expanding globally.  OWNER OF THE COMPANY: Khalid Nawaz Awan - Chairman Mr. Awan is co-founder and Chairman of TCS. His businesses developed over the past 25 years are collectively called the ‘Tranzum’ group, ( A mechanical engineer by education, Mr. Awan and TCS, are subject of a Harvard Business School Case Study on ‘International Entrepreneurship’ - included in the MBA curriculum for the past six years. Besides business he devotes his time to several welfare, and professional bodies. Page 2
  4. 4. TCS Express & Logistics (Pvt.) Ltd. March 30, 2013 Awan is a lifetime member of the ‘World Presidents Organization’ an alumni and past Chapter Chairman of the Young Presidents Organization –YPO, and member of their Peace Action Network Forum that works for global peace. He is Toronto Committee member of ‘Human Rights Watch’, is Director of the Toronto based 'Canada-Pakistan Business Council, and member of the Dubai based 'CanadaArab Business Council', and he represented the Paris based ‘International Chambers of Commerce’ ( at the United Nations General Assembly session on ‘Millennium Development Goals’ in 2003. Mr. Awan is a Fellow of the Royal Aeronautical Society, of UK.  INTRODUCTION OF COMPANY: TCS stand for TRANZUM COMPANIES AND SERVICES. TCS ("A Tranzum Enterprise") is a Pakistan based courier service. The company was started in 1983 and now it serves five continents and has over 2,000 locations in Pakistan. The company also has an airline for cargo purposes only which it uses at many of the airports in Pakistan. 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. BUSINESS SCOPE “We are catering to the need of “delivery” of promises. A promise to deliver your time define and sensitive documents safely”. Page 3
  5. 5. TCS Express & Logistics (Pvt.) Ltd. March 30, 2013  MISSION AND VISSION: 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.  CORE VALUES: Quality TCS people should direct every effort to deliver maximum value and satisfaction to our customers. Profitability through Efficiency Efficiency will be the hallmark of TCS people to optimize profitability and growth. Ethics Nothing unethical shall be practiced by TCS people in relation to our customers and the world at large. Justice Justice to be the guiding principle of TCS people. Creative Growth In its quest for expansion TCS shall encourage innovative thinking amongst its people. Page 4
  6. 6. TCS Express & Logistics (Pvt.) Ltd. March 30, 2013  LEADING INDICATOR Technology Speed/time delivery Trust Price consciousness  WHAT DO CUSTOMER WANT Time delivery Speed Reliability Brand image Minimum price Dealing with customers Flexible payment Insurance courage Money back guarantee  MANAGEMENT TEAM: KHALID NAWAZ AWAN SAQIB A. HAMDANI Chairman CEO JAMIL JANJUA ALI LEGHARI CEO VP-EXTERNAL AFFAIRS Page 5
  7. 7. TCS Express & Logistics (Pvt.) Ltd. March 30, 2013 SYED ATAUR RAHMAN JAMIL AHMED HEAD OF AVIATION VP-BPR & SPECIAL PROJECT RIZWAN HAFEEZ SALMAN AKRAM VP-STRATEGY & RETAIL VP-SALES  TCS Milestones 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: TCS was founded in Pakistan with 12 stations and 25 booking first day 1985: countrywide network expansion to over 100 locations to meet Pakistan banking council need. 1989: established unique gift delivery service, “SENTIMENTS EXPRESS” (GIFT & GREETINGS) 1990s: emerged as the leading courier company in PAKISTAN – high growth years 1992-96: diversification in air cargo and trucking 1997-2000: international expansion to UAE & CANADA 2001-02: major investment and re-structuring of domestic operation Page 6
  8. 8. TCS Express & Logistics (Pvt.) Ltd. March 30, 2013 2002: Formed tcs aviation in order to become self reliant. International expansion to UK formed road Transport Company (renamed tcs logistics in 2006) 2003: recognized in Harvard Business School’s case study 2004: Ground breaking of TCS customized operations and corporate office at KHI airport. Total area 5400 sq yards (covered area 78000 sq ft) established visatronix Acquired non-resident visa facilitation for the embassy of Canada. High commission of India, embassy in Spain, Italian consulate Karachi Formed TCS air & sea freight division Formed travel & tour company (INTIANA VISATRONIX) Formed TCS management development service company (OCTARA) 2006: Established mail management solutions division & print shop Acquired non-resident visa facilitation rights for embassy of south Africa 2007: TCS awarded super-brand title TCS awarded brand of the year award TCS won 1st telecom excellence award Implemented ISO 9001:2001 in TCS logistics 2008: Brand of the year award Brand Icon of Pakistan Completed 25 years Acquired non-resident visa facilitation rights for embassy of Malta Won the logistics and printing projects of election commission of Pakistan Page 7
  9. 9. TCS Express & Logistics (Pvt.) Ltd. March 30, 2013 2009: Acquired non-resident visa facilitation rights for embassy of Egypt Acquired non-resident visa facilitation rights for Malaysian embassy Karachi  AWARD AND ACHIEVEMENTS: Super Brands Award 2008-09 Mr.Saqib Hamdani, CEO, TCS PVT Ltd. received the coveted "SUPER BRANDS AWARD OF PAKISTAN 2008-09" from Javed Jabbar, Chairman & CEO, JJ Media Pvt Ltd at a recently held ceremony at a local club in Karachi, Consumer Choice Award-2010 TCS VP-BPR & Special Projects, Mr. Jamil Ahmed, receives Consumer Choice Award-2010. ‘Brands of the Year’ Award The quick adaptability, innovation, ambition and the right use of technology has developed TCS into a dynamic enterprise that has changed the way business is transacted in Pakistan, making TCS a household name in the process. This has won TCS the highly distinguished ‘Brand of the Year’ award presented by FPCCI for two years in a row in 2007 & 2008. Brands Icon Award TCS has won the Brands Icon Award in 2008. ISO 9001:2000 Certification TCS has attained ISO 9001:2000 certification. Page 8
  10. 10. TCS Express & Logistics (Pvt.) Ltd. March 30, 2013 Super Brands Pakistan Award TCS has received endorsement by Super Brands Pakistan in 200708. 1st Telecom Excellence Award Through the presentation of the 1st Telecom Excellence Award by the Federation Pakistan Chamber of Commerce and Industry (FPCCI) TCS was acknowledged in 2006 for its services rendered to the Telecom sector with regard to express, logistics, warehousing and distribution. Award Presented by the UAE’s Pakistan Social & Cultural Organization No less important was the Award presented by the UAE’s Pakistan Social & Cultural Organization and the Pakistan Citizens Organization to TCS in recognition of its earthquake relief efforts in 2005. Earned Goodwill in Canada In 2004, TCS earned a lot of goodwill in Canada when it volunteered to deliver educational books and equipment across a vast territory of rural Canada in habited by the Nishnawbe Aski Nation. The TCS action, which required the distribution of half a million items to far flung communities, was described by His Honour the Lieutenant Governor of Ontario and the Queen’s formal representative in the province, James K. Bartle man, as “something the newest inhabitants of Canada have done for the oldest inhabitants of Canada.” Chairman TCS at the UN General Assembly In October 2003, the Chairman TCS had the honour to represent the Business Sector at the ‘High level Dialogue on Financing for Development’ during the 58th session of the UN General Assembly at the UN Headquarters in New York, focused on the eradication of poverty, achieving sustained economic growth, promoting sustainable development, and advancing a fully inclusive and equitable global economic order. This was a follow up to the UN Conference on the same issue held in Monterrey (Mexico) in March 2002. Page 9
  11. 11. TCS Express & Logistics (Pvt.) Ltd. March 30, 2013 TCS Business Model Quoted in Harvard Business School Case Study In a historic first for Pakistan’s business sector, the dynamic business model of TCS was quoted in a case study undertaken by Harvard Business School in 2003 for its MBA course in 'International Entrepreneurship', and mentioned in its textbooks as the model of a highly effective company from the developing world.  FUNCTIONS AND APPLICATIONS SERVICES: TCS has a strong presence not only in Pakistan but also in the Middle East and North America. It was founded by Khalid Nawaz Awan in Pakistan and after that started operations in UAE & Canada. He is the Chairman and driving force behind the company. He was largely responsible establishing DHL Pakistan with his elder brother Brig. Sadiq Nawaz Awan. Today TCS is not just a courier company but a complete Express & Logistics services provider - TCS offers international delivery services - International Documents and Parcel Express Delivery to over 2000 destinations across the world through its extended International Network. It is the only logistics company in Pakistan flying its own aircraft. It started out as a courier company in the 80's and has since evolved and diversified offering complete solutions. OUR WIDE-RANGE SERVICES INCLUDE: •Overnight Express Delivery •Second Day Delivery •Same Day Express Delivery •Fragile & Special Handling •Out-of-Service Area Deliveries •Holiday Deliveries •2, 5, 10 & 25 Kg Economical Red Boxes 1. 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. Page 10
  12. 12. TCS Express & Logistics (Pvt.) Ltd. March 30, 2013 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 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, and Canada & Far East. Be it toys, clothes, shoes, gifts, samples or anything 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 2. 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. 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. Page 11
  13. 13. TCS Express & Logistics (Pvt.) Ltd. March 30, 2013 Same Day Express Rely on same day express for same day deliveries to major cities country wide. Red Box For next working day delivery of your urgent and bigger shipments. 3. 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 extraordinary 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 Bar coding & labeling Warranty Management Reverse Logistics Project Management Page 12
  14. 14. TCS Express & Logistics (Pvt.) Ltd. March 30, 2013 • • Customs Clearance Freight (Air & Sea) Overland Express Formed 2 decades ago, (year 1989), TCS Overland Express is also the market leader in doorto-door goods transportation business in Pakistan by land through 40 and 50 ftrs containers. This business is particularly suited for your bulk cargo movements to around 160 cities of the country, delivery KPI within three working days, considering booking date zero at main locations of Pakistan. Packaging of material facility is also available with the name of TCS mover n packers to facilitate our household customers. Main product offerings of the products are. • • • • • • LCL (Loose container Load) FTL (Full Container Load) Hub to Hub delivery Hub to Door delivery Pallet boxes of 50 Kgs. Built-in insurance of Rs 100 per kg When it comes to secure, economical and time definite transportation of heavy cargo shipments to any part of the country by land TCS Overland Express is the preferred choice of a large corporate customer base. Our large corporate customer base includes: Pharmaceutical Companies Banking Sector Major Printing Houses Automotive Industry Cellular Industry.  Tranzum Companies & Services Express & Logistics 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. Mail Management Solution 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 Page 13
  15. 15. TCS Express & Logistics (Pvt.) Ltd. March 30, 2013 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. 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 and South Africa. 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. Page 14
  16. 16. TCS Express & Logistics (Pvt.) Ltd. March 30, 2013 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.  REGIONAL OFFICES: TCS with the oldest and most reliable services have 3 regional offices all around the PAKISTAN which are covering the entire nation. SOUTH REGION CENTER CENTRAL REGION NORTH REGION KARACHI LAHORE RAWALPINDI QUETTA MULTAN ISLAMABAD SUKKAR FAISALABAD PESHAWAR  COMPETITORS: Following are the competitors of TCS in Pakistan.            LEOPARDS COURIER DHL FEDEX OCS SKYNET WORLDWIDE EXPRESS GOLDEN PACIFIC INTERNATIONAL COURIER COSTA LOGISTICS TNT PAKISTAN AIR EXPRESS COURIER AERO EXPRESS INTERNATIONAL COURIER AND CARGO 5 STAR COURIER SERVICE  MARKET ANALYSIS TARGET MARKET: Tranzum curries and services (tcs) main target market is high or upper level corporate and businesses. Tcs commonly provide services on large scale to GETZ Pharma, ufone, telenor, mobilink telcom, financial intermediaries and many more. Tcs target those companies and Page 15
  17. 17. TCS Express & Logistics (Pvt.) Ltd. March 30, 2013 those businesses which are helpful in gathering large quantity of capital in a short interval of time. BUSINESS MARKET: Tcs offers a service required by all types businesses regardless to nature size type productivity etc thus Tcs target market consist of business or corporate market. Corporate Market In corporate sector two (2) major areas that TCS target through its various products are. BANKS/FINNANCIAL INSTITUTES: The major target market, which generates heavy business for TCS. The main Product they use id DOX (documents) in order to send drafts, cheques, agreements, correspondence etc. The main customers are BANKS, Shipping Companies and corporate offices. TCS is traditionally dominant in this sector. EXPORT/IMPORT SECTOR: Another major target market of TCS is the business sector, dealing in Export. So Export is the basic target market of TCS. TCS attract this sector through its various heavy weight parcels of different weights which include MEGA, JUNIOR, JUMBO, JUNIOR JUMBO and HEAVY WEIGHT parcel express, to service export client with different needs. SEGMENTATION: 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. C2C: C2C segmentations contains wide range of cities which being recently covered by TCS. This segment contains cities/Towns like Minchanabad, HavelyLakah etc. This segment consists of those cities which are backward and mostly there are rarer or sometimes no shipments to that areas. Shipment through this segment is quite greater than other segment due to new starting or due to no good response. B2B: B2B segment contain wide range of cities as compared to C2C segment. Because this segment is mature now. Cities involves in this segment are BAHAWALNAGAR, BAHAWALPUR, ARIFWALA etc. This segment is mature and advanced segment of TCS as Page 16
  18. 18. TCS Express & Logistics (Pvt.) Ltd. March 30, 2013 compared to C2C. Daily shipment from the outlets of B2B recorded as 100+/day (DATA provided by TCS). A2A: A2A segment Mostly called on-road segment, because of its linking on the same road and geographically look alike same as other. This is most old and mature segment of TCS. This is the 1stSegment launched by TCS. Shipment details vary from day by day due to high range of shipments, Approximately 5000+ shipments/day done on this track. Cities include in this segment are SAHIWAL, LAHORE, MULTAN etc. C2OTHERs: In some cases of i.e of sending UNIVERSITY form TCS allow C2B or C2A segment but with the additional cost implements. This cost Vary according to different conditions or according to different circumstances. (VICE-VERSA)  MARKETING CHANNEL: PRINT MEDIA: In Print Media we should Emphasis on THREE (3) aspects of the products and then use them as the base of theme. Priority Relaxation Money Back Guarantee. Electronic Media: To attract the reader’s attention, both footage and words are being utilized to communicate the concept clearly. Following aspects will be prominent and identical in all advertisement .Product, Logo and Slogan Companies Logo and Slogan Product Tag Line Explanation of the footage.  MARKETING MIX ANALYSIS Marketing mix of TCS comprises of 7Ps 1. 2. 3. 4. 5. 6. 7. Product Packaging Promotion Placement Pricing People Process PRODUCT TCS offers a wide variety of services under its different brands. It operates in 4 countries, Pakistan being its country of origin; other countries are UAE, Canada and UK. For each of these countries different brands are offered except for “Sentiments Express” which is also Page 17
  19. 19. TCS Express & Logistics (Pvt.) Ltd. March 30, 2013 offered in Canada, UK and UAE with the same brand name. In Pakistan it offers the following brands: TCS Service Express Overland Express Sentiments Express Flying Warehouse PACKAGING: For documents two types of envelopes are available, a large brown colored one with TCS logo and slogan on the top left corner and the web address and call center number on the bottom left corner. The other one is relatively smaller, white colored with red colored back closing flap and a red line border on the front bottom side and brand names under TCS in watermark print above the red line, TCS logo on the top left corner and website address on the top right corner and a space for recipient’s postal address in the center on t h e f r o n t a n d s e n d e r ’ s i n t h e c e n t e r t o p o f t h e b a c k s i d e . T h e w a t e r m a r k p r i n t i s n o t attractive and not adequately visible. For parceling two special types of packaging is available: 1. Red box 2. Express tube PROMOTION: Previously TCS sales activities were driven by the operations but now they are sales and marketing driven. For the purpose of promotion TCS divides its c u s t o m e r s i n t o t w o segments; walk-in/ cash customers and corporate/ credit customers. The cash customers are again divided into domestic and household customers and credit cus t o m e r s a r e divided into banks and other companies. Promotional tools are used according to their suitability and effectiveness for particular customer segments. For corporate customers: Desk calendars are also distributed among these companies. E-Marketing is another tool which is recently being heavily utilized for communicating service, pricing and distribution information to them. Informative emails, brochures and catalogs are sent to specific business organizations. TCS runs loyalty programs for key customers on a quarterly basis and also sends some gifts annually and/or on special occasions. A wide representation in seminars and conferences and arra n g i n g workshops, seminars and conferences in collaboration with the business partners. Page 18
  20. 20. TCS Express & Logistics (Pvt.) Ltd. March 30, 2013 For mass marketing: Pena flex Billboards are also used to quite some extent for i n c r e a s i n g recognition. Fashion journal are also used for promotion purpose particularly for the Sentiments Express. Vehicles painted in red with TCS logo on both sides, motor bikes with red boxes on the carriers again with the logo and the standard uniforms of the couriers are used to increase visibility. For new campaigns and services, ads are painted on the backdoors of the TCS vans and Trucks. Stalls in exhibitions and trade shows such as ITCN, Lifestyle, Ideas and Expo Pakistan. For internal marketing: B o a r d s a n d o t h e r m a t e r i a l o b j e c t s a r e u s e d f o r e mp l o y e e s . I n t h e Sentiments Express a MARCOM calendar is used to mention the u p c o m i n g e v e n t s a n d occasions of the year. PLACEMENT: TCS services are available at Express Centers all over Pakistan. TCS has overall 250 point of contact all over Pakistan. All TCS outlets are air-conditioned and have adequate space for customers. Keeping in mind the rush hours, many outlets have two waiting rooms and two or more service counters. T C S h a s a n o p e r a t i o n a l s e t u p i n four countries Pakistan, Canada, UK and UAE also including Middle East a n d S o u t h A s i a a n d h a s t h e a b i l i t y o f d e l i v e r i n g i n o v e r 2 0 0 countries. PRICING: TCS mainly focuses on Cost based pricing & Value pricing strategies when it comes to the mode of transaction to use in exchange of providing its services. As a service retailer TCS indicates “Quality-Service” to its consumers. As the company deals in consumer requirements such as security & reliability, it guarantees qualityservice & therefore is more expensive than its competitors in Pakistan. S p e e d E x , FedEx & DHL being direct competitors have an edge over TCS regarding lower prices. SpeedEx being a Government Organization and FedEx & DH L being International Brands do not incur high costs as compared to TCS ( b e i n g a p r i v a t e & domestic organization). Therefore TCS charges are higher than its competitors. TCS identifies its destinations in the form of zones & charges service fees according to those specified zones. On the international scale, countries are also segmented into zones& domestically cities are mapped into zones as well. Shipments within & outside zones a l s o d e p e n d o n t h e w e i g h t o f t h e g o o d s b e i n g t r a n s f e r r e d . T h e y h a v e a c k n o w l e d g e d standards regarding the weight of the goods being carried & devised pricing strategies accordingly. Page 19
  21. 21. TCS Express & Logistics (Pvt.) Ltd. March 30, 2013 PEOPLE: The employees are divided into two levels; management and nonm a n a g e m e n t . The management level includes employees from grade 6 to grade 12. At and above the seventh grade all the employees are given cars and other facilities. The non management level comprises of employees below grade six and includes couriers. The couriers are again categorized as incentive couriers and salaried couriers. The incentive couriers are pain on commission basis per delivery. They are not given company uniforms and use their own bikes. The salaried couriers are on the payroll of the company and are given cell phones and motorbikes and therefueling of their bikes is also the co m p a n y ’ s responsibility PROCESS: In the outlets located in the areas with a large number of customers there are often two waiting rooms and more than one counter. As soon as the second waiting room starts being occupied a second counter is opened. The process starts by greeting and welcoming the customer, taking the order, sending the document or parcel at the ware house, then sorting of the parcels takes place, after that the consignment are loaded on the specific air craft, after reaching the desired station processing takes place, the couriers take the parcel to the desired location and delivers the parcel with a smile. All the couriers are given cell phones so that they can easily and conveniently contact the company whenever required. Within the departments the company maintains an open door policy. The employee can freely communicate with each other and with their heads or even the CEO. A c o m p l e t e d a t a b a s e o f corporate customers is maintained such that an order can be booked even after the official timings by using the UAN number o f t h e p a r t i c u l a r company.  HR ANALYSIS OF TCS TCS BENEFITS: Once you join the TCS team you become part of a family of achievers and leaders, working in a friendly and motivating environment that presents you with many incentives to put your best foot forward and move ahead in your career. Once you join the TCS team you become part of a family of achievers and leaders, working in a friendly and motivating environment that presents you with many incentives to put your best foot forward and move ahead in your career. Page 20
  22. 22. TCS Express & Logistics (Pvt.) Ltd. March 30, 2013 Long service is highly revered at TCS. Team members who hit the 10, 15 or 20 year mark, are presented with Memento of Recognition as a token of appreciation for their commendable devotion. No effort is ever gone unnoticed at TCS. Bonus and Incentives are granted during the performance year, and the size of the reward depends on one’s merit. Moreover, employees who demonstrate exceptional performance are rewarded monetarily and non-monetarily with one or more of the many accolades including Employee of the Month, Achievement and Innovation awards. By partnering with the finest service providers, TCS offers its employees the best medical and welfare plans for the well-being of Colleagues and that of their families.  HIRING PROCESS OF TCS: TCS follows the below mentioned steps most of the time while hiring employees for their organization. 1. Establish Selection Criteria (Employer) 2. Advertise Vacancy (Employer) 3. Provide information to prospective candidates (position descriptions etc) (Employer) 4. Respond to advertisement (Candidate provides CV, application form etc) 5. Shortlist (Employer) 6. Interview (Employer and Candidate) 7. Psychometric Assessment (Candidate) 8. Reference Checking (Employer) 9. Recommendation to appoint (Employer) 10. Negotiate and Agree Terms and Conditions of Employment 11. Employer and Employee commence employment relationship Tranzum Group has emerged as a leading business enterprise - with a team of over 4000 employees and 300 offices worldwide. Today Tranzum continues to grow on its humble beginnings and enjoys great leverage on its worldwide infrastructure and operating strengths with the experience of over 2 decades in the industry. Page 21
  23. 23. TCS Express & Logistics (Pvt.) Ltd. March 30, 2013  FINANCIAL ANALYSIS INDUSTRY GROWTH CYCLE Presently, the courier service industry is at its growing stage because there are many other dimensions besides delivery of documents and parcel, for a firm providing courier services. As, TCS has grown its business by developing a progressive master enterprise, Tranzum, o f f e r i n g s e r v i c e s i n d i v e r s i f i e d i n d u s t r i e s i n c l u d i n g e x p r e s s , l o g i s t i c s , warehousing, distribution, gift delivery services, mail order, travel & tours, visa drop box, management development, event management & publi cations. Akin to TCS, there is a great potential for other firms, to expand their business activities, as well EXTERNAL FORCES IMPACT: ECONOMIC ASPECT: As Pakistan is an emerging nation with a growth rate of 11.5% it h a s b e c o m e a n attractive destination for the foreign companies to invest in. This trend is favorable for the courier industry because new companies will start of their operations in Pakistan in nearly every sector, form banks and automobiles to telecommunication etc, they will seek courier services companies to carry out their processes because they want their bills and other important documents to be delivered on time with a proof of deliveries. Besides, GPD is also increasing with its direct impact on per capita income. Per capita income in turn affects the disposable income. With the increase of disposable income the buying power of the consumer also increases, making them switch from the Pakistan postal services to courier service industry. POLITICAL & LEGAL ASPECT: Stability of the govern ment holds a very important position in the c o u r i e r i n d u s t r y because when the new government takes the charge, they develop new legal policies that affect nearly all business environments. In the present government, the monetary system a n d i t s a c t i v i t i e s a r e f u l l y f u n c t i o n a l . A c c e s s t o l o a n s f r o m t h e b a n k i s n o w a n e a s y option, increasing the buying power of the common customer and is favorable for the courier service industry. SOCIAL/CULTURAL ASPECT Celebrating mother’s day and Valentine’s Day in Pakistan is clear evidence, showing the impact of highly influential American and European culture. Besides this, media and foreign channels are changing the life styles of the people, making it faster day by day. Now customers demand quicker, faster and reliable services. With these changes in our culture, the courier service industry has to keep pace with the new trends by offering customers the required needs. TECHNOLOGICAL ASPECT Technology is changing on daily basis offering businesses new dimension to carry out their operation. Similarly, in the courier service industry, technology is Page 22
  24. 24. TCS Express & Logistics (Pvt.) Ltd. March 30, 2013 playing a very i m p o r t a n t r o l e i n p r o v i d i n g f a s t e r a n d r e l i a b l e d e l i v e r y s e r v i c e s . T h o u g h t h e s e technologies demands major investment by the company but in turn deliver producti ve results in terms of profit and gaining competitive edge.  CORPORATE SOCIAL RESPONSIBILITY: Corporate Social Responsibility (CSR) has become a fundamental part of businesses today. Being the largest courier and logistics company of Pakistan, TCS has not disregarded the expectations of its stakeholders, and realizes its responsibility towards the country and society. CSR constitutes the paying of taxes and the running of a tight and transparent operation wherein the employees are well taken care of. In this regard, TCS has few peers and can rightfully claim the high moral ground.  In terms of Corporate Philanthropy TCS provides Free of Cost services to various welfare societies and NGOs, helping their cause in its own way by providing Free of Cost (FOC) basis delivery of their documents, as well as material and moral assistance. Included in this list are organizations like SIUT, Sada Welfare Trust, SOS Village, The Citizens Foundation, The Edhi Foundation, etc. Through its Customer Magazine CONNECT, TCS communicates profiles and news of these worthy causes to its vast database of blue chip customers, providing them with its endorsement.  In the Education Development sector, TCS provides sponsorships and free of charge services to various institutes like IBA, LUMS, School of Leadership, as well as different student bodies.  TCS also helps various governmental organizations like Drug Enforcement Cell, projecting the spirit of patriotism and working for a better Pakistan.  Young Leaders of Pakistan: 10th Young Leaders Conference 2011: The middle of 2011, saw TCS (Private) Limited being the Logistics Partner of School of Leadership at the forefront of the 10th Young Leaders Conference 2011. The theme for this year was “Emaan, Ittehad, Tanzeem, Inqilaab”. This year also the venue was none other the Sheraton, Karachi. The twelve participants representing TCS (Private) Limited at this six day mega conference organized by SoL was full of enthusiasm and energy. The six day activities kept these future leaders of Pakistan on their toes and were of a very challenging nature, to say the least which varied from day to day. These prodigies were charting unknown terrain and as their minds bodies grappled with creative & innovative ideas, they began to realize their true potential. Following are excerpts taken from some of the participants feedback received and what they had to say about this voyage of self discovery.  TCS Joins Hands with Leading Media Partners for Flood Relief activity: The recent floods in Pakistan have caused devastation of enormous proportions, leaving at least 1600 dead and millions homeless. A large area the size stretching from Pakistan¹s north to south has been destroyed. The ravaging Page 23
  25. 25. TCS Express & Logistics (Pvt.) Ltd. March 30, 2013 floods wiped out thousands of houses, schools, shops, markets, hotels, parks, crops, and billions rupees of investment. Till now many have lost the battle of their life. The affected and survivors are also facing threat of death & disease. At the moment more than six million desperately need emergency aid but most still have not received it. Tens of thousands of villages remain under water. The floods are now covering an area size of England. At least 160,000 square kilometers of land is covered with water. It is estimated the country's economic losses could spiral to approximately $80 billion.  Embracing the Future: TCS Company is constantly spearheading change and adapting to meet the needs of its customers. TCS sees the opportunities created by technology and encourages employees to seize them. TCS employees excel as individuals while driving the company toward an ambitious vision of the future. By virtue of the business partners’ presence in Dubai & London, TCS brings its operations expertise to your doorstep, providing the fastest delivery times all across the globe. TCS now provides the fastest connections worldwide from Pakistan. TCS is Pakistan's largest Express, Logistics and Supply Chain Company. TCS brand has evolved into a symbol of trust & reliability, experiencing phenomenal growth and success over the years. A company that has global reach and presence, the means and the resources to propel your career into never before conquered horizons, a company that believes its people are its most valuable asset, TCS welcome applications from ambitious, hard-working individuals from any part of the world, with or without Experience.  RECOMMENDATION:  TCS should try expanding and grabbing more international market share to get foreign exchange into the country which has started to harvest its land for business cultivation. Maintaining focus on its core services and expanding itself into related chain of services like introducing domestic and international airline services will give TCS new streams of profits.TCS must take advantage of strategic location of Pakistan and establish its own terminal and ports to handle specialized container packed sea cargo.  TCS should also start its own international cargo delivery towards end destinations and try to make itself self reliant in international markets.  Besides going into new business TCS should also strengthen its work force and train them for expansion. Training programs for employees should be future oriented and objective in nature.  TCS should look closely towards their competitors who are rich in both experience and finances and build a strategy to defend itself in future expansion plans of competitors. Page 24
  26. 26. TCS Express & Logistics (Pvt.) Ltd. March 30, 2013  CONCLUSION: TCS is an organization with its vision and continuously working to achieve it. They are giving their services across the globe. Due to their trust and reliability and effective service the word courier has been replaced by TCS. They are building the good relations with customer. I don’t see it challenging other online shops for market share but it definitely has potential to grow and it wouldn’t be surprising to see it evolve into more of a gift shop backed by authentic products and on time delivery in future even if its performance as a pure emarketplace isn’t stellar. Just to conclude here, we know from people close to TCS that they are working on payment processing gateway as well. This is in addition to mobile banking solution that TCS is working on. Hence payments through their own branchless banking will be an option too, just in few months. Page 25