TNT is the market leader in the provision of business-to-business (B2B) express delivery services. It delivers documents, parcels and freight securely between businesses, using road or air transport. Ken Thomas founded TNT in Australia in 1946 with a single truck. It became Thomas Nationwide Transport (TNT) in 1958 and TNT Express Services UK in 1978. Today TNT is a global company and serves customers in over 200 countries around the world, employing 10,000 people in the UK. TNT has two operating divisions in the UK. As a global company, TNT seeks to project a consistent image across the world. For example, it uses the global strapline 'Sure we can' on all its vehicles, aircraft and communications material. Values
TNT's values underpin the way the organization runs. These values are the core principles or standards that guide the way TNT does business. While business plans and strategies may change, the core values of a business remain the same. TNT's values are: * Be honest
* Aim to satisfy customers every time
* Challenge and improve all we do
* Be passionate about our people
* Act as a team
* Measure success through sustainable profit
* Work for the world.
Every aspect of TNT's business strategy focuses on 'delivering a superior customer experience'. For example, TNT uses sophisticated technology to enable customers to check exactly where their deliveries are at any time. Delivering through people
TNT Express UK delivers over 3.5 million items every week around the world. It is listed among Britain's Top Employers and provides first-class working conditions and care of its employees. The company needs high-level skills to cover a wide range of functions, including distribution, sales and marketing, finance, customer services and HR. To attract and retain the best people TNT offers interesting careers, with opportunities for people to progress. The case study explores how TNT delivers its business strategy and achieves consistently high standards of service through its people.
Page 2: Mission, aims and objectives
TNT is the fastest and most reliable provider of express delivery services and is the European market leader. Organisations do not become market leaders by chance. It takes vision, careful planning, outstanding quality and a committed, highly trained staff. This organisation-wide planning is known as business strategy. Organisations identify the goals that they want to achieve through: * a mission
* clearly stated objectives.
A business' mission is a statement that reflects its core purpose and principle business aims. It states what the business is, what it does and where it is heading. Employees and other stakeholders who have an interest in the organisation's activities need to be able to understand the mission easily. TNT's mission is to: * 'Exceed customers' expectations in the transfer of their goods and documents around the world, * Deliver value to our customers by providing the most reliable and efficient solutions through delivery networks, * Seek to lead the industry by instilling pride in our people, creating value for our stakeholders and sharing responsibility around the world. Aims and SMART objectives
The aims supporting this mission focus on efficiently transferring goods and documents, providing customer satisfaction and behaving responsibly. To achieve these aims the organisation needs to establish objectives at a number of levels. SMART objectives are designed to ensure that everyone understands what is required and by when. They make it easy to measure performance so that the business knows if and when its aims have been achieved. Where necessary, it can change its plans to overcome any problems or obstacles. Specific - exactly what is to happen
Measurable - by quantity or proportion
Achievable - capable of being achieved within available resources Relevant - to the overall business or corporate...