This document provides an overview of the courier service company TCS (Tranzum Companies and Services) in Pakistan. It discusses TCS's history since being founded in 1983, its services both domestic and international, locations including in Bahawalpur, and competitors. The document also examines TCS using the GAPS model of service quality, finding that TCS has few gaps between customer expectations, company perceptions, service specifications and delivery due to efforts like market research, training, and new initiatives.

1. SUBJECT:
Service Marketing
TOPIC:
Report On TCS
SUBMITTED TO:
Mr. Faheem Sttar
SUBMITTED BY:
Meeha Khalid (21)
Palwasha Murtaza (32)
Mansoor Maqbool (19)
Zia ur rehman (44)
Mudasir Waris (16)
Rida Rehman (34)
BBA 7TH
M1
Session (2012-2016)
SUBMITTED ON:
6-11-2015
Session (2012-2016)
Department of Management Sciences

2. The Islamia University of Bahawalpur
TABLE OF CONTENT
SR# TITLES
1 Introduction
2 History Of TCS
3 Services Of TCS
4 TCS In Bahawalpur
5 GAPS Model with TCS
6 Competitors Of TCS
7 Recommendations
8 Conclusion
INTODUCTION OF TCS:
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, corporate, SMEs and households alike,

3. 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. TCS is the leading courier
industry of Pakistan. With its 29 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. 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.
TCS has a strong presence in Pakistan and also in the Middle East and North America. It was
founded by Khalid Nawaz Awan in Pakistan and after that started operations in the UAE and
Canada. He is the Chairman of the company and was largely responsible for establishing DHL
Pakistan with his elder brother Brig. Sadiq Nawaz Awan. M.A.Manan is the CEO of TCS. There
are more than 5000 employees in TCS.
TCS brand has evolved into a formidable symbol of trust and reliability. TCS provides express
and logistic services C2C, B2B and B2C segments. TCS provides domestic and international
express services to consumers, corporate and households. Today TCS is a complete express and
logistics services provider. It is the only logistics company in Pakistan flying its own aircraft.
HISTORY AND PROFILE OF THE COMPANY:

4. 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 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 & 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,
(www.tranzum.com). 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. 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.
SERVICES OF TCS
TCS brand has evolved into a formidable symbol of trust and reliability. TCS provides express
and logistic services C2C, B2B and B2C segments. TCS provides domestic and international
express services to consumers, corporate and households.
Following are the services of TCS Business overall worldwide with their explanations so that we
can clearly understand what each service is providing us and in which way TCS is facilitating
their customers.

5. 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.
Freight Plus.
It 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.
Student Express:
This amazing service delivers your documents to the College, University or any other
Educational Institution of your choice anywhere in the world.
Domestic Express Services

6. 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.
Same Day Express:
Rely on same day express for same day deliveries to major cities country wide.
Logistics Services

7. 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..
Overland Express:
TCS Overland Express is also the market leader in door to-door goods transportation business in
Pakistan by land through 40 and 50 feet containers. This business is particularly suited for your
bulk cargo movements to around 160 cities of the country. Packaging of material facility is also
available with the name of TCS mover and packers to facilitate our household customers.
W&D:
W&D is all set to providing its customers extra-ordinary services in their respective industry
segments anywhere in the country. 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
TCS Home Movers:
Moving or shifting your home anywhere in Pakistan or relocation to any part in the world is
indeed a very tiresome task. Understanding your difficulties, TCS has once again introduced an
innovate Service “TCS Home Movers, an end-to-end solution for all stages of your Home or
Office relocation. With our Customized Solutions and using high quality Packaging Material
handled by trained packaging, shifting and transportation professionals, we ensure that your
belongings right from Origin to Destination and during transit, reach safe and secure.
TCS Cargo:

8. First time in Pakistan, TCS brings you a comprehensive solution for your domestic heavy cargo
transportation. TCS Cargo centre at Karachi, Lahore and now in Rawalpindi provides you pickup
and delivery of heavy shipments for your household and commerce.
Other New Services:
Yayvo:
Yayvo.com offers more shopping convenience to online shoppers in Pakistan and around the
world. An e-commerce site of TCS E-Com (Pvt.) Limited, Yayvo.com offers a wide range of
leading local and global brands, including electronic gadgets, mobile phones, fashion apparel for
men and women, home décor and lifestyle goods, books, edible items and much more. Every
product on Yayvo.com is original, and is packed and shipped with an official warranty, backed
by the TCS delivery promise.
Yayvo.com redefines the online shopping experience for customers with its 7-day return-no
questions asked policy, along with a simple and easy-to-use interface. Customers can call, chat
or order online directly from any device having internet connectivity.
TCS Hazir:
As the name implies, TCS Hazir is a one-of-a-kind pick-up and delivery service, which is
available 24/7, 365 days a year. Under TCS Hazir, there is an array of services available for our

9. customers; including a 60-minute pick-up or delivery of consignments, TCS Hazir Time Choice
facility and TCS Hazir Sab Kuch.
To make TCS Hazir stand truly as a symbol of innovation, TCS Hazir Time Choice has recently
been launched, which enables customers to get their shipments delivered on the day and time of
their choice and convenience. Our customers can also choose from an available 60-minute slot
for delivery within five days of booking and can also get a refund if the shipment is not delivered
on time.
Flyer Express:
Overnight delivery for your most sensitive shipments (Cell Phones, , Important Documents etc.)
Intiana:
Intiana provides specialized services in air ticketing on all domestic and international carriers;
whether it is spiritual, business or leisure travel, the company offers exclusive packages to its
customers. Intiana also offers customized travel packages to suit the budgets of its customers
catering to all segments of the market.
Visatronix:
TCS Visatronix extends drop box facilities for visa applicants in the non-immigrant (work, visit,
study) categories for applicants all over Pakistan for Canada, India, Spain, Italy, Belgium, South
Africa and Greece. Applications are booked on a “Return Service Basis” at select TCS Express
Centers in all major cities.
Octara:
Octara a Tranzum Enterprise, provides trainings, events management, publications, marketing
and public relations services to the corporate, government and NGO sectors in Pakistan , UAE &
Canada.
TCS IN BAHAWALPUR:
The business TCS in Bahawalpur is listed in the category Courier Services in the Yalwa
Business Directory. TCS has many branches and express centers here. In Bahawalpur TCS is
providing its services since many years. They have many services to facilitate their customers. In
Bahawalpur TCS is providing following services:
 Red Box
 Student express

10.  MMS
 Sentiments Express
 Same day express
 Logistics services
 Overland express
 W&D
 Flyer express
 International express
These are the services which TCS is providing in Bahawalpur. TCS is doing their best to bring
other of their services in this city so that customers can get more facilities as other are getting in
big cities. TCS has opened its branches and express centers in different corners of Bahawalpur as
follows:
 BHV Cantt
 Fareed Gate
 Model Town /C
 Yazman Road
SERVICE MARKETING AND GAPS MODLE:
Service marketing typically refer to both business to consumer (B2C) and business to business
(B2B) services, and includes marketing of services such as telecommunications services,
financial services, all types of hospitality services, car rental services, air travel, health care
services and professional services.
Target Market Tranzum currier services (TCS) main target market is high or upper level
corporate and businesses. TCS commonly provide services on large scale to; Ufone telecom, ,
Financial Intermediaries’ and many more. TCS target those companies and those businesses
which are helpful in gathering large quantity of capital in a short interval of time. TCS offers a
service required by all types businesses regardless to nature size type productivity etc. The target
market or main customers of TCS are Banks, Shipping Companies, corporate offices and
business sectors dealing in exports.
GAPS MODEL OF SERVICE QUALITY AND TCS:

11. There are 7 major gaps and following we will discuss them in the perspective of TCS.
Provider Gap no. 1:
• Gap between the customer expectation and company perception. This gap arises when the
management or service provider does not correctly perceive what the customer wants or needs.
• This gap rarely occurs in TCS because they have proper marketing research and mainly focuses
on their service quality. They have an adequate communication channel among management and
employees. Rather than focusing on their transactions and acquisitions they prefer their customer
convenience and satisfaction. TCS is always willing to listen the complaints and claims of their
customers. . TCS provide security in against to lost things. Percentage of return varies according
to nature of things.
• TCS is very concerned about their customer even they always consider the recommendations of
their customers and try to implement them. Now TCS is moving ahead to maintain strong
relationship with their customers and finding the new ways to facilitate their customers more by
providing new packages for customers’ e.g TCS Hazir, Yayvo service etc.
Provider Gap no. 2:
• Gap between the company perception and service quality specification (service design and
standard). This gap occurs when the management or service provider might correctly perceive
what the customer wants, but may not set a performance standard.
• This gap does not exist in TCS as they have a proper hierarchy. They have a formally managed
and well maintained set up of channels. They use variety of tangibles to facilitate their customer
needs. All the management and staff in TCS are well mannered and educated.
• TCS is introducing innovative ways to facilitate their customers. For example their new service
YAYVO.COM as described above, in which they are assuring quality and guarantee of their
products and services. They have training and meeting sessions of their employees on weekly
and monthly basis in order to enhance service quality and eliminate any service escape. They
now provide insurance to goods.
Provider Gap no.3:
• This is a gap between the service quality specification and actual service delivery. This gap
may arise in situations pertaining to the service personnel. It could happen due to poor training,
in capability or unwillingness to meet the set service standard.
• The chances of this gap to happen in TCS are very less as they are accommodating fluctuating
demands and coordinating marketing, operations and human resource efforts. In order to provide

12. their promised services TCS are extending the global reach of their services just for the
convenience of their customers.
• TCS’s main focus is to facilitate and satisfy their customers, they have a proper recruitment,
hiring and empowerment system. Even the lowest level employee of TCS is hired on the basis of
graduation and self-management. TCS have different ways of training and polishing their
employees as they do not compromise for their promised services.
Provider Gap no.4:
• Gap between the service delivery and external (marketing) communications. Customer
expectations are highly influenced by the statements made by the company representatives and
advertisements. The gap arises when these expectations are not fulfilled at the time of delivery of
the service.
• Sometimes TCS have to face this gap as the marketing strategies are made for overall TCS
branches and franchises. For example, their new service “Hazir.com” is not introduced in
Bahawalpur now as compared to Lahore, Islamabad and Karachi where it has become common.
Another example, TCS has launched a new service” Home mover.com” but still this service is
not available in Bahawalpur.
• TCS is a renowned and trust worthy brand among all courier services in Pakistan. TCS always
try to enhance customer relationships and could never betray them. TCS has mentioned it’s all
sort of services and policies on internet, Insha’Allah they will soon introduce home mover
service in Bahawalpur also.
Provider Gap no. 5:
• Gap between the expected services and experienced services. This gap arises when the
customer misinterprets the service quality.
• TCS may has to bear this gap a few times as TCS has made itself trust worthy that now the
people are so much influenced that every time when they need courier service, they recall TCS.
• TCS struggling hard to improve the level of their services by facilitating them. They have a
separate corner to listen the suggestions and requests of their customers.
Provider Gap no.6:
• Gap between the customer expectations and the employee’s perception of the customer
expectations. This gap happens when the employees made wrong perception of customers’
expectations.

13. • TCS has to face this gap very rarely as they are very conscious about convenience and
satisfaction of their customers. TCS is always willing to listen the complaints and
recommendations of their customers.
• Employees are aware and acknowledged by their proper training and judgments. Employees
interest and loyalty is enhanced by different tactics e.g. bonus, incentive, allowances etc.
Provider Gap no.7:
• Gap between the employee’s perception of customer expectations and management (company)
perception of customer expectations. This gap arises due to lack of communication and
misinterpretation among employees and management.
• TCS does not face this gap as it has defined chain of network among employees and
management. Employees are free to give opinions and feedback about company, service,
customer etc.
• TCS has arranged training and HR sessions for whole staff on weekly and monthly basis to
give their best services to their customers.
TCS AND ITS COMPETORS
TCS has many competitors in Bahawalpur which are providing courier services some of them are
same as TCS but the quality of service and customer loyalty is best seen in TCS. Some of the
competitors of TCS in Bahawalpur are as following:
Overseas Courier Service (OCS):
 They give benefit to their old employees in the form of pension called EOBI.
 To send their parcels overseas they use DHL.
 They don’t have their own planes.
 They give recovery of the lost things.
 They provide health insurance cards to their employees.
 OCS has been providing premium quality express courier, freight forwarding,
transportation and logistics solutions worldwide.
Best Courier Service (BCS):
 They don’t have uniform and their own airplanes.
 They use DHL or Fedex to send things overseas.
 They focus on their courier service only not on building relation with their customers.

14. Deltex Courier Service (DCS):
 They have cars and trucks but don’t have their own planes as TCS have.
 They don’t have any proper uniform for their employees.
 They have only one branch in Bahawalpur.
 Their rates are less than that of TCS.
Leopards Courier:
 They have 6 branches in BWP for their customers.
 They have uniforms like that of TCS.
 They give bikes to their loyal employees after 3-4 years.
Parcel and Document Handling Service (PDHS):
 They don’t have uniforms for employees neither give bikes to them.
 They mostly dose their business within Pakistan.
 In BWP their rates are lower than OCS and TCS.
Global Courier Service (GCS):
 They deal with DHL directly to send courier overseas.
 Their rates are not so high.
 They didn’t give any incentive to their old employees.
Competitive Advantage of TCS on Its Competitors
 TCS is the only courier service gives their customers the facility to track their shipment.
 They have a proper HR department.
 The facility of pick up your parcel and deliver it in 60 mints is only provided by TCS.
 The online shopping facility is provided by TCS only acting as an E-commerce business.
 In Bahawalpur only TCS has its franchises in different locations and express centers for
the convenience of their customers.
 TCS provide their employees their own bikes.
 TCS employees have a proper red uniform.
 TCS charges more than other courier services but it is providing the best service as well
so if they are giving you something good so they deserve that too.
 Visa purchasing facility is only provided by TCS.

15.  TCS is the only courier service provider that tries to build good relationships with their
customers and making them loyal customer.
 TCS makes different schemes for walk in customers.
 TCS not only think about their customers but they also have built up good relations with
employees as well. They provide a franchise of TCS to its very loyal and old employee.
 Home Mover service is only provided by TCS which shifts your house where ever you
want.
 It is the only logistics company in Pakistan flying its own aircraft.
RECOMMENDATIONS
 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.
 TCS should reduce some of their rates.
CONCLUSION
TCS is one of the leading pioneers in the courier industry of Pakistan. It has a strong
presence not only in Pakistan but also in the Middle East and North America.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 customers and
are doing whatever it takes to facilitate them.