Delivering Global Excellence

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Delivering Global Excellence

• Alan Jones
• Group Managing Director

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Global integrator
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Our vision

• To be the most successful global business to
  business express delivery company

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Our mission

• Provide the fastest and most reliable express
  delivery service

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On demand door to door service
Linehaul to TNT Jet Station for export
Customer collection request received at local
depot
Collection details passed to local van
Driver collects parcel from customer
Parcel returned to collection depot for routing
to delivery depot
Parcel flown to TNT Jet Station in destination
country
Sort to destination country at TNT Superhub
Parcel flown to TNT Europe Hub in Liege
Clear customs and load on TNT aircraft at TNT
Jet Station
Tranship onto delivery vehicle at local depot
Parcel delivered on time
Linehaul to local depot
Clear customs and sort to local depot
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European air network

• Air express hub in Liege
• 55 airports served (up from 43 in 1999)
• 500 sectors flown each week

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European road network
Road Express Hubs in Arnhem Northampton Paris Fr
ankfurt Helsingborg Milan Hannover Brussels Nuremb
erg Madrid
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Our global strategy

• Build upon the leading position of TNT Express in
  the European door to door express delivery market
  and achieve profitable growth in the rest of the
  world by delighting customers

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Key elements of strategy

• Delight customers with friendly fault free
  service
• Create and exploit unique express delivery
  products
• Focus on small to medium sized users
• Service profitable global accounts in carefully
  selected vertical markets with a central sales
  team
• Offer easy to use systems and technologies
• Expand the TNT Express network in key markets
• Develop profitable national services where
  successful TNT Express International operations
  are in place
• Be the employer of choice in our industry
• Use the EFQM Excellence Model everywhere

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EFQM business excellence model
ENABLERS
RESULTS
LEADERSHIP
PROCESSES
KEY PERFORMANCE RESULTS
PEOPLE
PEOPLE RESULTS
POLICY STRATEGY
CUSTOMER RESULTS
PARTNERSHIPS RESOURCES
SOCIETY RESULTS
INNOVATION AND LEARNING
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Our seven key processes

• Winning and keeping profitable customers
• Delivering on time and in perfect condition
• Issuing clean invoices and getting paid
• Recruiting, equipping and empowering people
• Ensuring safe and secure work places
• Creating and strengthening competitive edge
• Making money

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Our winning formula

• Ask customers what they want
• Equip all staff to provide customer satisfaction
• Measure key outcomes for improvement
• Create enthusiasm and success
• Recognise and reward all achievements
• Always strive to beat previous best performances

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Engage all staff in the pursuit of agreed
objectives

• Share the vision and mission
• Engage everyone in the plan
• Recruit for attitude
• Train for skills
• Provide empowerment
• Seek opinions
• Measure satisfaction
• Promote from within
• Recognise excellence
• Create unity of purpose

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Measure employee satisfaction

• People Survey

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Engage all staff in the pursuit of agreed
objectives

• Take care of your people, let them take care of
  your customers and the rest will take care of
  itself

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2000 IIP Assessment

• It was rewarding to talk to TNT people as far
  apart geographically and culturally as Delhi,
  Santiago de Chile and Arnhem and to perceive
  unity of management commitment to people.
• I use these places only as an example because
  every TNT location would permit the same comment.
  There is a sense of pride and enthusiasm
  everywhere supported by a commitment to service
  excellence at all levels
• Roger RixIIP Assessor

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2000 IIP Assessment

• TNT has created an environment that is conducive
  to change by capturing the hearts and minds of
  employees
• IIP Assessor Feedback Report 2000

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Operating ProfitSix Months Ended June 30