BUSINESS REPORT ON TCS

(TRANZUM COMPANIES AND SERVICES)

TUBA SHEHWAR FATIMA SHAHID

MAHNOOR SAEED ARJ FATIMA KHAN

HIRA ZAFAR ANOOSHA ANEES

MAHA SOHAIL

PUNJAB UNIVERSITY GUJRANWALA CAMPUS

SEPTEMBER 22, 2016

 BUSINESS REPORT ON TCS

SUBMITTED TO

Ms. Aadila Hussain

Lecturer Business Administration Department

Punjab University Gujranwala Campus

SUBMITTED BY

Tuba Shehwar BB-15154

Fatima Shahid BB-15139

Hira Zafar BB-15120

Anoosha Anees BB-15147

Mahnoor Saeed BB-15144

Maha Sohail BB-15108

Arj Fatima BB-15130

Punjab University Gujranwala Campus

DATE OF SUBMISSION

September 22, 2016

 LETTER OF AUTHORIZATION

Aadila Hussain

Punjab University

Gujranwala Campus

April 15, 2016

Tuba Shehwar

Punjab University

Gujranwala Campus

Dear Student:

I am pleased to assign you to undertake a research on the following topic:

Topic: TRANZUM COMPANIES & SERVICES

I hope this report will contribute appreciably in developing you as quality oriented and objective researcher
with a vision to play a significant role in setting up new tradition of academic excellence.

It is to note that all the information and data collected should be utilized for academic purpose only.

Sincerely,

Aadila Hussain

Lecturer

Punjab University Gujranwala

 LETTER OF ACCEPTANCE

Tuba Shehwar

Punjab University

Gujranwala Campus

April 15, 2016

Ms. Aadila Hussain

Punjab University

Gujranwala Campus

Respected Maam:

We are extremely pleased that you assigned us this golden opportunity to increase our knowledge,
capabilities and discernment. We accept this task warmly and we greatly accept all the given terms and
conditions to prepare our English report on TCS.

It is assured that we will remain unbiased while preparing this report. We will certainly give our best efforts
to prepare this report and to make it according to the given terms and conditions. We hope we will be
successful in the desired accomplishment of this task under your supervision.

Sincerely,

Tuba Shehwar BB15154 Fatima Shahid BB15139

Hira Zafar BB15120 Arj Fatima Khan BB15130

Maha Sohail BB15108 Anoosha Anees BB15147

Mahnoor Saeed BB15144

Punjab University Gujranwala

 LETTER OF TRANSMITTAL

Tuba Shehwar

Punjab University

Gujranwala Campus

September 22, 2016

Ms. Aadila Hussain

Punjab University

Gujranwala Campus

Respected Maam:

Here is the report you asked us to prepare on the topic BUSINESS REPORT ON ANY
ORGANIZATION. We chose TCS for the preparation of our report that you assigned us to lead our
knowledge towards practical experimentation to sparkle our theoretical knowledge.

We have covered all the relevant dimensions related to our topic that are introduction, history, products
and services, departments, organizational structure, awards and achievements, locations, customer
relationship management, competitors, marketing strategy, SWOT and recommendations. In this
report we have put all our efforts in the selection, analysis and implementation of appropriate course
concepts and relevant data. It was a great experience to put our theoretical knowledge into practical form.

Hope we have covered all the dimensions in an appropriate way and have provided all the necessary and
demanded information and concepts. If there be any ambiguity or clarification needed, we would appreciate
a call from you.

Sincerely,

Tuba Shehwar BB15154 Fatima Shahid BB15139

Hira Zafar BB15120 Arj Fatima Khan BB15130
Maha Sohail BB15108 Anoosha Anees BB15147
Mahnoor Saeed BB15144
Punjab University Gujranwala
ABDUL SATTAR EDHI

A BEAUTIFUL SOUL
In completion of this work I am thankful to Almighty Allah, as I
firmly believe, without his gracious help, this accomplishment
would have not been possible.

First and foremost, my deep appreciation, gratitude and indebtedness

to my supervisor Ms. Aadila Hussain, Lecturer & Coordinator,
Department of Business Administration, Punjab University for her
continuous encouragement, moral support and generosity in sharing
her time and knowledge during my studies.

I wish to express my sincere gratitude to personals of TCS, GT ROAD

GUJRANWALA for their help and guidance regarding this task.

Thanks to the constraints of academic protocols, that those who were

and are always first in my mind are being mentioned last. They are
my parents, my loved ones. It is, I believe their prayers, which
were a constant source of strength and inspiration to me that
resulted in the completion of this work. I dedicate this work,
blended in my boundless love and affection, to them.
 TABLE OF CONTENTS

Sr. # Contents Page No.

1 Executive Summary

2 Introduction

3 History

4 Vision, Mission &Values

5 Main Offices

6 Corporate Social Responsibility

7 Services

8 Organizational Structure

9 Departments

10 Promotion / Marketing

11 Major Competitors

12 SWOT

13 Conclusion

14 Recommendations & Evaluations

15 Glossary

16 Appendix

17 Index

18 References
 LIST OF ILLUSTRATIONS

Sr. # Figures, Charts & Graphs Page No.

1 Fig # 2.1

2 Fig # 2.2, 2.3

3 Fig # 2.4, 2.5

4 Fig # 2.6, 2.7

5 Fig # 2.8, 2.9

6 Fig # 2.10, 2.11

7 Fig # 2.12

8 Fig # 3.1

9 Fig # 4.1

10 Fig # 6.1

11 Fig # 6.2, 6.3

12 Fig # 6.4, 6.5

13 Fig # 6.6, 6.7

14 Fig # 6.8, 6.9

15 Fig # 6.10

16 Fig # 6.11, 6.12, 6.13

17 Fig # 6.14, 6.15

18 Fig # 6.16
Sr. # Figures, Charts & Graphs Page No.

19 Fig # 6.17

20 Fig # 6.18, 6.19

21 Fig # 6.20

22 Fig # 7.1

23 Fig # 8.1, 8.2

24 Fig # 8.3

25 Fig # 8.4, 8.5

26 Fig # 8.6, 8.7

27 Fig # 8.8

28 Fig # 8.9

29 Fig # 8.10, 8.11

30 Fig # 8.12

31 Fig # 8.13, 8.14

32 Fig # 8.15

33 Fig # 8.16

34 Fig # 13.1

35 Fig # 13.2

36 Fig # 13.3

37 Fig # 13.4

38 Fig # 14.1

39 Fig # 14.2
Sr. # Figures, Charts & Graphs Page No.

40 Fig # 14.3

41 Fig # 15.1, 15.2

42 Fig # 15.3, 15.4

43 Fig # 15.5, 15.6

44 Fig # 15.7, 15.8

45 Fig # 15.9, 15.10

 EXECUTIVE SUMMARY

TCS is the largest courier chain operating in Pakistan. They have been serving customers (national and
international) since 1983. Its in-time service makes it one of the LARGEST SERVICE COMPANIES
in Pakistan. Its operational sales make it strong in view of trust, guarantee and responsibility. It has its
operations around the country as well as it is also a famous brand across the globe just because of the
quality of its services which it rendered at domestic level.

TCS is operating in

Pakistan
UAE
UK
Canada

The company prioritizes its customer in every way because it is a service oriented organization. They
build stronger relationships with their customers based on quality of the services. Thus, they keep one
thing in their minds:

To continuously strive to achieve excellence; Both on and off the job

The headquarters of TCS are in Karachi. Moreover, the country has been divided in three regions i.e.
North, South and Central.

This report deals with History & Nature (Business) of TCS, its Products and Services, information
about main offices and also the review of various departments of the company along with a
mandatory SWOT. In the end there are some recommendations and evaluations for the betterment of the
system.

Main area of focus is the bank operations and functions, and services and products offered by the
company. Main departments that are serving customers are

HR Department
Administration Department
Marketing Department
Customer Service Department
IT Department
Warehousing Department
TCS is operating its functions in different types of services it provides to its customers for their facilitation.
These have been categorized as;

CONSUMER
CORPORATE
INTERNATIONAL
TCS E-COM
INSURANCE
INTIANA TRAVEL AND TOURS

"TCS EXPRESS" is the hallmark of TCS. The company delivers the feelings and associations of its clients
to their loved ones residing anywhere in the country. Delivery of precious sentiments in-time shows that
customer satisfaction is the top most priority of TCS. TCS knows and cater the needs and wants of its
customers. Customer service department offers its non- stop 24 hour services to its valuable clients to
facilitate them and to prevent any sort of complain.

TCS has become one of the largest courier companies in Pakistan as well as in many countries of the world
because of its high class services. It has entertained its customers with such efficiency and courtesy that it is
confident about its target market.
Chapter 1

INTRODUCTION

TCS, a service oriented company which was established in 1983 by Khalid Nawaz Awan is paving
its way towards peak and is enjoying its success of about 33 long years. Its duty is to take the valuable
and syrupy goods, documents, carriages and orders of the customers and to deliver them to their ultimate
destination.

Its in-time service makes it one of the LARGEST SERVICE COMPANIES in Pakistan. Its operational
sales make it strong in view of trust, guarantee and responsibility. It has its operations around the country
as well as it is also a famous brand across the globe just because of the quality of its services which it
renders at domestic level.

"TCS EXPRESS" is the hallmark of TCS. The company delivers the feelings and associations of its
clients to their loved ones residing anywhere in the country. Delivery of precious sentiments in-time
shows that customer satisfaction is the top most priority of TCS. TCS knows and cater the needs and
wants of its customers. Customer service department offers its non- stop 24 hour services to its valuable
clients to facilitate them and to prevent any sort of complain.

TCS is operating its functions in different types of services it provides to its customers for their
facilitation. These have been categorized as;

CONSUMER
CORPORATE
INTERNATIONAL
TCS E-Com
INSURANCE
INTIANA TRAVEL AND TOURS

When the company was established in 1983 it carried its operations domestically but now it serves almost
five continents and has more than 2000 locations in Pakistan. The company has its own airline for cargo
services to connect people with their loved ones across the borders. TCS is a well reputed company not
only in Pakistan as but also in Middle East and in North America. Khalid Nawaz Awan who is the CEO
of the company, introduced TCS in Pakistan and after then TCS started its operation in Dubai and
Canada.

TCS has become entirely an express and logistic service provider now- a- days. TCS deals with
international service at 2000 different destinations around the world. It is specialized in the dealing of
carriage- able and syrupy goods, documents sentiments. TCS has now become a symbol of trust and
reliability after 33 long years of trust and quality assurance.

It delivers 100 million shipments annually which is a sign of its popularity and fame. TCS does it finely
because of its nationwide network of 250 plus offices that make TCS one of the biggest service networks
of Pakistan. TCS has over 8000 professionals for this, 24 / 7hour call center, 650 plus express centers,
2000 plus online and offline locations and a proficient and enthusiastic team of 4000 riders. It is
expanding its control globally through business partnership in UAE and London. TCS has over 3500
destinations worldwide.

TCS has a business volume of about 10 Billion. There are more than 5000 employees working for the
development and maintenance of companys operations. TCS provides salaries starting from Rs.
12000/- to 15000/- for lower level jobs while pays up to Rs. 300,000/- to executive posts.

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 Kotlers latest South Asian edition of
Principles of Marketing which is being taught at the best & biggest Business Schools across South
Asia.

In 2007 TCS was selected as the case study in Harvard SCHOOL of BUSINESS AND
ECONOMICS. It is being an achievement for TCS because TCS is the 1st PAKISTANI brand selected
in HARVERD School of BUSINESS and ECONOMICS as the case study.

TCS Pakistan Facts and Figures

5000+ Employee
1500+ Motorcycles.
400+ Light and Heavy Wheel Vehicles
4 Million+ Shipments per month
Around 2000+ Offices
350+ Offices World Wide
6 Aircrafts
3500+ International Destinations
It has created affiliation with its customers not in terms of goods and cargo but in form of relationship.
As the companys logo says

WE MOVE YOU
 Chapter 2

HISTORY

It has been 33 long years since TCS was established. It took a monstrous load of dedication and hard
work into evolving TCS into the franchise it is today. The organization was established in 1983, it took
about 3 years for the company to gain success and earn a name for itself. It has now been 30 years since
TCS was developed into a recognized and esteemed brand. It has a wide network of operations that it
began with serving domestically and ultimately with time and sheer hard work they have converted their
network into a global one.

The company from its very start dealt in couriers, it still deals in couriers though it has introduced
variations into its services. The company now has more than 250 offices all over the country. The
company realizes the ever changing needs and demands of its customers and keeps fulfilling the
customers desire for new ways of delivering value and sustainability by introducing innovative services
and tools to aid their customer in every possible way.

MILE STONES
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
In 1983 company came into being with the 25 shipment order through -out all Branches despite of great
restrictions from government and GPO TCS starts their working. At the very begging of TCS they started
their outlet in LAHORE, KARACHI and ISLAMABAD in 1985.

Fig # 2.1
1985
In the beginning of 1985 and at the end of 1985 TCS started to expand their network throughout the
nation. With more than 100 outlets all over PAKISTAN in different and distant places to meet
PAKISTANI banking needs at that time.

Fig # 2.2

1989
In the middle of 1989 TCS proudly launched SENTIMENTS EXPRESS. In which wide range of
GIFTS and Unique Surprises are included which are delivered through-out the world at the same cost
of that product in that nation.

Fig # 2.3
1990
In the start of the era of 1990 TCS becomes the leading Courier Service provider in ALL over Pakistan
with round - about 500+ Outlets all over the nation with the same day transfer facility. These years
are also known as TCS high years in the history.

Fig # 2.4

1992-1996
After becoming number 1 Courier service provider in Pakistan TCS diversified its structure to become
self-reliant and independent Courier provider in Pakistan with their own CARGO and Trucking
service. Also with their own Shipment facilities, available round the clock. Till date TCS is the only
courier company in Pakistan with their own Transport Facilities.

Fig # 2.5
1997-2000
In the beginning of 1997 TCS expanded its network to international market to provide Courier service
to Pakistan in international market. At the beginning TCS started its operations in selected countries of
U.A.E. with round about 10 outlets in U.A.E. Afterwards expansion in network took place with the
changes in needs of society. Afterwards in middle of 1998 TCS covered entire U.A.E. Then to provide
access of Pakistani to Canadian market TCS started its operations in TCS on temporary basis. After
9/11 TCS stopped working in CANADA due to restrictions or banns by government and also due to
disliking of Canadians.

Fig # 2.6

2001-2002
In the start of 2001 and almost at the end of 2002. TCS started to restructure their entire organization
to provide the best facilities to people of Pakistan at their stops by increasing outlets and by increasing
channels in different cities as well as towns.

Fig # 2.7
2002
In 2002 another major achievement was the formation of TCS aviation to become more reliant and more
reliable. In the same era TCS expanded its network in the market of UK to provide service of courier to
the people of BRITIAN. In the same era of 2002 TCS formed Road Transport service (renamed TCS
logistic in 2006) system to deliver shipment through-out the Pakistan.

Fig # 2.8

2003
In the era of 2003 TCS was selected as the case study in HARVED SCHOOL OF BUSINESS AND
ECONOMICS to provide learning facilities and training to BUSINESS STUDENTS.

Fig # 2.9
2004
In the era of 2004 to provide more services at door steps of Pakistanis TCS launched NON-Resident Visa
facility of different countries with direct link with Embassy of those nations. Nations included in TCS
Provision are CANADA, INDIA, SPAIN and ITALY. TCS in the same era expanded service network
with the addition of SEA & AIR freight Division, Travel & Tour Company (INTIANA &
VISATRONIX) and MANAGEMENT Development Service Company (OCTARA). All these segments
are working for the provision and development of Society and Public of Pakistan.

Fig # 2.10

2006
In the ERA of 2006 TCS launched Mail Management Solution (MMS) to the peoples of Pakistan for their
betterment. Also get rights for NON-Resident Visa of South Africa. 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. Through MMS telecommunication service providers like Ufone
Print and do shipment of their Post-paid customer bills and Banks reconciliations statements of different
banks through-out the Pakistan. Also Awarded as BRAND OF THE YEAR.

Fig # 2.11
2007
In the ERA of 2007 TCS implemented ISO 9001:2000 in TCS logistic. Also awarded as Super Brand.
At the end of the same year TCS won 1st TELECOM EXCELENCE AWARD.

Fig # 2.12
 Chapter 3

VISION & MISSION STATEMENTS

VISION STATEMENT

Delivering Beyond Customer Expectations

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

Enable our people to align their personal goals with their career aspirations
Do more with less.
Build a team of passionate people.
Give it all you got and be fearless.
What you do is more important than who you are.
Trust and empower people.
Make life simple, convenient and easy for our people and customers.
Create happiness for self and others.
Embed ethics and transparency in everything we do.
Be humble and respectful.
 CORE VALUES CHART

Fig # 3.1
Chapter 4

MAIN OFFICES

TCS has a centralized structure, its head office is situated in Karachi and it has three regional offices that
are working under this head office. Regional offices are given below:

1. SOUTH REGION (KARACHI)

2. CENTRAL REGION (LAHORE)

3. NORTH REGION (PINDI)

There are 16 area offices, which directly report to the regional offices which are ultimately responsible
in front of head office.

SOUTH REGION
Seven area offices are working in the south region. Out of these seven, four offices are in premises of
Karachi and the remaining others are in Sukkar, Quetta and Hyderabad.

KARACHI

TCS Express & Logistics Center

Saqib Hamdani Building

Iqbal Avenue, Jinnah International Airport, Karachi 75202, Pakistan.

Tel: +(92) 21 111 123 456

Fax: +(92) 21 924 2816

HYDERABAD

Bungalow # 14/A, Unit # 3,

Main Autobahn Road, Latifabad, Hyderabad.

Tel: (022) 111 123 456, (022) 3815966 / 7, (022) 3812180 / 2,

Fax: (022) 3816821

SUKKHUR
Bungalow # 47, Muslim Cooperative Housing Society,

Military Road, Opposite Red Carpet Hotel, Sukkur.

Tel: (071) 111 123 456, (071) 5632801 / 3

QUETTA
Model Town near Usmania Restaurant Pishin Stop, Quetta.

Tel: (081) 111 123 456, (081) 2837132 / 33

Fax: (081) 2821427

CENTRAL REGION
Central region comprises three area offices in Lahore and other are situated in Multan and Faisalabad.

LAHORE

01 PECO Road, Opposite Itafaq Foundry,

Kot Lakhpat, Lahore.

Tel: (042) 111 123 456

Fax: (042) 5943278

MULTAN

958/B, Tareen Road, Multan.

Tel: (061) 111 123 456

Fax: (061) 4500947

FAISALABAD

P-6158, West Canal Road, Near Faisalabad Toyota Motors, Faisalabad.

Tel: (041)111 123 456, (041) 8544034 / 35 / 36 / 38

Fax: (041) 8501317

 NORTH REGION
This region comprises of four area offices that are in Rawalpindi / Islamabad, Peshawar and
Gujranwala.

RAWALPINDI / ISLAMABAD

Near Fizaia Colony, Islamabad Highway Service Road, Rawalpindi

Tel: (051) 111 210 210

Fax: (051) 4471261

GUJRANWALA

Opp. Ghulam Dastgir Khan Filling Station, Main G.T. Road, Gujranwala.

Tel: (055) 111 123 456, (055) 4231901 / 3

Fax: (055) 4231906

PESHAWAR

54 The Mall, Near PTV Station Mall Road, Peshawar Cantt.

Tel: (091) 111 123 456, (091) 9213967 / 9

Fax: (091) 9213977

Each region with holding more than 10 cities around it. With the same price of shipment in that region,
eg: In MULTAN region areas including are Bahawalnagar, Bahawalpur, Rahim-Yar Khan,
Multan, Melsi etc.

SOUTH NORTH CENTRAL

REGION REGION REGION

Fig # 4.1
Chapter 5

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.
Chapter 6

SERVICES

TCS provides a wide range of services for its customers which have categorized according to their
facilitation. These are;

CONSUMER
CORPORATE
INTERNATIONAL
TCS E-Com
INSURANCE
INTIANA TRAVEL AND TOURS

CONSUMER

1. DOMESTIC EXPRESS

Fig # 6.1

Express is the flagship product of TCS Consumer division and we facilitate walk-in customers
that exceed 40,000 every day visiting our 800+ express centers available in more than 380 cities
nationwide. The various services offered under the Express division include: Red Box, Express
Flyers, Overnight, Economy Express, Same Day Delivery, Student Express, Supplementary
Services, Self-Booking and Time Choice deliveries.
 2. HAZIR

Fig # 6.2
A 60 minute pickup service from your doorstep

TCS HAZIR is a messenger service which saves customers from the hassle of going to a TCS Service
Center to have their letters and parcels registered for delivery. The service is available 24/7, 365 days a
year. Launched initially in Karachi, Lahore, Islamabad and Rawalpindi the service has now been
extended to various regions of Pakistan.

Customers can now place their request via phone, the TCS Express mobile app (available on Android and
IOS) or the TCS website and a rider will pick up the parcel within 60 minutes. The size of the documents
or parcels ranges from 2 kg to 25 kg. Under TCS HAZIR, there is an array of services available for our
customers; including a 60-minute pick-up or delivery of consignments, TCS HAZIR Time Choice facility
and TCS HAZIR SUBKUCH.

3. HAZIR SUBKUCH

Fig # 6.3

We live in a very fast paced world where time is very valuable for most people. We often hear this saying,
too much to do, too little time. Often, the too much to do is a lot of bringing something from
somewhere or taking something to some place. This includes getting groceries, paying bills, picking up
clothes from the tailor and various other similar tasks. Errands, on their own, are very small but when
account for the time you spent in undertaking the travel to do them, the traffic on the way or the fatigue of
waiting in queue for your turn, the effort required by the task exceeds the value of the errand.

TCS being a market leader of Express & logistic industry in Pakistan understand that time is of the essence
and therefore through SUBKUCH Pakistan & UAE, we have planned to offer a solution to our customers
 by removing the inconvenience and hassle one would otherwise face, by being at their service to deliver
almost from anything to everything, in the least possible time. TCS has been offering topnotch Express &
Logistics service around Pakistan since 30 years but customers demands from TCS has been accelerated.
Customers perceive TCS as a shipping solution provider for all their goods transportation needs which
includes parcels, documents, E- commerce products and even their groceries. Therefore, HAZIR
SUBKUCH will cater the uprising demands of customers through dedicated force deployed in all across
Pakistan. HAZIR SUBKUCH is not limited to purchasing of food products, grocery etc. it covers the
crucial demands as well.

4. HOME MOVERS

Fig#6.4
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.

5. OVERLAND EXPRESS

Fig # 6.5

Formed 2 decades ago, (year 1989), TCS Overland Express is also the market leader in door-to-door
goods Transportation business in Pakistan by land through 40 and 50 ft. containers.
This business is particularly suited for your bulk cargo movements by 375 Satellite-tracked delivery
vehicles to around 250+ cities through the TCS Network of Offices in 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 Movers & Packers, to facilitate our household
customers.

6. VISATRONIX

Fig # 6.6

With the mission of becoming the market leader by virtue of becoming the most trusted name in Visa Drop
Box Services, TCS VISATRONIX extends drop box facilities for visa applicants in the non-immigrant
(Work, Visit, Business, Conference, and Study) categories for applicants all over Pakistan for popular
destination from around the world. To offer further convenience, Visa Applications are booked on a
Return Service Basis at selected TCS VISATRONIX Centers in all 11 major cities.

Our objective is to provide a hassle-free one window visa drop box facility with the following benefits:

Fig # 6.7
 CORPORATE

1. MAIL MANAGEMENT SYSTEM

Fig # 6.8

MMS - Mail Management Solution is Pakistans fastest Digital Production Printing Facility at Karachi
and Lahore with a capacity to print 2 million pages and 400,000 stuffing of envelopes per day. TCS
Print shop Karachi facility is ISO 9001:2008 & ISO 27001:2005 certified and TCS Print shop Lahore
facility is ISO 9001:2008 certified.

2. SUPPLY CHAIN ADVISORY

Fig # 6.9
The TCS Supply Chain is a well-rounded assortment of services, carefully developed to cater to a wide
range of logistical requirements of corporate customers. One of the services were very proud of is our
warehousing facility. Specializing in providing various industries with secure storage and warehouse
management system, TCS Supply Chain facilitates a convenient and seamless pick and drop mechanism
- completely monitored by TCS as well as our clientele. Our services for the telecom industry are
especially unique and beneficial for our clientele. TCS provides one of Pakistans leading telecom
operators with an innovative, indigenous semi-automated SIM packing solution resulting in reduced cost,
flexibility and reduced time to market. Apart from this our technical warehousing and distribution of Cell
site equipment to any corner of Pakistan makes a unique partner in the telecom world.

Our portfolio includes some of the biggest names across all industries, with the banking sector
contributing to 70% of the share, telecom & handsets being 90 & 25 respectively, fashion being 70%
and Auto-engineering being 75%, to name a few. Some of our major clients include MOBILINK,
NADRA, PTCL, Indus Pakistan, Atlas Honda, Unilever and P&G. In the banking sector, we
are proud to be the chosen company for HBL, MCB, UBL, NBP, BAF, ABL, MEEZAN Bank,
Habib Metropolitan Bank & Silk Bank. Digital Printing and Bulk Mail Solution.

Our digital printing services gives clients unique flexibility and convenience by offering a printing
facility using top of the line machinery with a capacity to print more than 2.0 million impressions and
600K stuffing of envelopes in less than 24 hours. We offer a complete printing solution from data
receiving, to designing and formatting as per customer requirement. Our printing facility also allows
duplex printing - enabling quick and effective printing on both sides of the paper, effectively
reducing costs. With digitized optical mark readers, our stuffing machines simplify the entire printing
process, resulting in maximum efficiency and quantity. This technology enables TCS to print any sort of
document, irrespective of the requirement.
 3. COOL CONTROL

Fig # 6.10
TCS Cool Control, the new temperature controlled delivery service, is part of the full spectrum cold chain
solution system being offered by TCS to provide customized transport solutions. The operation of this
logistics solution system includes temperature-controlled warehousing and transportation, ice pack boxes
for air shipment, and emergency protocols for safety of goods, etc. To provide the best possible tracking
of such shipments, a complete real-time solution is provided to the consignees. For instant access,
customers can check their shipments through round the clock satellite tracking which is available to them
through the tracking portal web or their mobile app. TCS guarantees that the products are cared for through
the damage prevention measures taken at every step. TCS considers this as yet another frontier conquered
in terms of ensuring maximum customer satisfaction.

The key features and benefits are:

Product Range Customer Care

Life-saving drugs Customer hotline
Exotic fruits & vegetables Instant quotations
Cut flowers Personalized services
Other temperature sensitive products Customized solutions

Full Spectrum Cold Chain Solution Emergency Preparedness

Cold chain advisory services Dual power system
Customized transport solutions Standby engineers
Contract logistics Emergency response plan
Spot deals Intensive driver training
Temperature controlled warehousing Backup arrangements
Ice pack boxes for air shipment Multiple charging points

Web Solutions Innovative Offerings

24/7 Satellite tracking
Tracking portal web access to customer
Real time temperature monitoring
Automatic email & SMS alerts
Online self-order booking
Geo fencing
Mobile app for instant tracking
Milk runs and consolidation
Bulk liquid carriage option
Focus on safety and security
Rapid response
Disinfected containers
 4. ECOM SOLUTIONS

Fig # 6.11

TCS brings speed, reach and power along with customized suite of E-commerce solutions to help you
grow your business online.

Your Plug & Play Platform for

Online Success

OUR PLATFORM

TCS ECOM Solutions is a product catering to the needs of all aspirational E-Retailers who want quick flow
of goods to their customers. From simple shipment preparation to seamless last mile deliveries, TCS ECOM
Solutions offers a complete range of services including updated shipment tracking, timely email and SMS
alerts, and easy transfer of funds and convenient return solutions to bolster and support your business.

E-COM PRODUCT & SERVICES

E-Retail Portal
Our E-Retail Portal helps you automate your shipping process, minimize errors and
control costs. Its a powerful yet easy tool for shipment preparation, booking and tracking
and all E-Retailers can view and print updated summary reports of their cash collected
and fetch billing details with just one click.

Fig # 6.12
Pick-Up from Premises

We offer pick-up services directly from your desired location. Our agile couriers arrive at
your facility, verify booking and take hold of your shipments to be delivered nationwide.

Fig # 6.13
E-COMM Support Services

Email & Shipper &

Tracking SMS Consignee
Notification Support
Fig # 6.14

Simply Plug-In to our system by Creating an Account and start Playing, that is begin shipping across
Pakistan. Our value added services and customized suite of ECOM. Solutions provide you speed, reach
and reliability to help you grow your online business.

5. WAREHOUSING & DISTRIBUTION

Fig # 6.15

W&D (Warehousing & Distribution), a division of TCS Logistics was established in 2004. W&D
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. W&D is all set to providing its customers extra-ordinary services in their respective industry
segments anywhere in the country. The state of the art W&D already is spread over 650,000 square feet
in, Karachi, Lahore, Faisalabad and Islamabad offering 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 ensures 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 & labelling
Warranty Management
Reverse Logistics
Project Management
Customs Clearance

6. PASSPORT EXPRESS

Fig # 6.16

TCS, in collaboration with the Government of Pakistan and National Bank of Pakistan launched the MRP
Home Delivery Project recently. Under this project, the citizens of Pakistan have a more convenient and
cost-effective option of having their Machine Readable Passports delivered to them right at their doorsteps
through TCS Passport Express.

This is a Public Sector Development Program of the Government of Pakistan which has been mandated to
convert manual passports and visas into Machine Readable Passports and visas, and then print the passports
and visas before delivering them to the applicants within a specified time.

This new Home Delivery of Machine Readable Passports service offers a swift, reliable, and secure
option to the applicants and delivers their passports at their given home addresses.
TCS ensures that the Machine Readable Passports dispatched by the MRP Office reach the correct person
or his authorized representative on the given address within the prescribed time limit and in a safe and
secure manner.
 INTERNATIONAL
INTERNATIONAL

1. INTERNATIONAL EXPRESS

Fig # 6.17
TCS began its international operations in the year 1999, given the local markets were very perceptive to
its range of products and services. TCS Express Worldwide is the international express courier division
operating for TCS. Its reach is over 3,500 destinations worldwide, ensuring a stronghold in many markets.

Besides the regular walk-in customers, TCSs corporate clientele includes multinationals as well as
financial institutions and exporters, who need services designed to help move their documents and parcels
around the world. This is where TCS Worldwide Express comes in, with its swift and dynamic
infrastructure and a backing by TCSs credibility and experience. With offices in the UK, UAE and other
trusted service providers worldwide, the international division is a strong connection for TCS in terms of
its international customers. It plays a vital role in connecting Pakistan to the rest of the world, offering its
massive customer base with the convenience and facility to move their deliveries to destinations across the
world.

Our logistics network is more than capable of moving anything and everything to & fro in Pakistan and
for Pakistanis locally & globally. Our economic engine itself can handle the International aspect of courier
and logistics, as it is driven by profit per delivery on time and we are committed to this function.
The International market is also very well-connected; TCS Worldwide Express not only caters to their
clienteles every needs, but foresees them through thorough research. It stays on top of changing trends,
ensuring the best international courier services are available at customers fingertips. This ensures that
Pakistani customers who are living abroad are well-connected with their loved ones, or even their
businesses at home, and to help move their entire businesses, their ambitions and goals.

PRODUCTS AND SERVICES

Document & Parcel Express Services worldwide

TCS Express Centers offer customers the flexibility and the convenience to send their parcels
or documents to more than 3,500 destinations worldwide, with its vast network and quick delivery an
integral part of the whole operation. Not only does the Express Service operate locally, but there are
dedicated stations in the afore mentioned destinations that cater to customers abroad, providing assurance
and credibility under the TCS promise, that of, We Move You
 International Worldwide Express Red Box

TCS International Red Box service ensures customers can send their loved ones packages in boxes
ranging from 1kg up to 25 kg, for a flat price arranged for each zone. For customers who wish to safeguard
their packages under the credible name of TCS, the Red Box is a shining beacon that reaches even the
most obscure places across the land. Not only is it a symbol of TCS, but that of trust and assurance. The
Worldwide Express Red Box service is a defining aspect of TCS and is among its more popular services.

Student Express

TCS caters to every age bracket, and the Student Express was especially conceived to ensure the student
population of Pakistan has no qualms about applying to colleges or universities abroad. The
Express service helps deliver applications and documents to any college, university or educational
institutions the world over, on a highly discounted flat rate especially designed for students.

International Freight Express

International Freight Express is especially designed to facilitate our customers who need to send heavy
weight shipments in 32 frequent destinations of the world.

Mango Tango & Gift Delivery Services

For mango lovers in the UK or UAE, TCS introduced Mango Tango & Gift Delivery Services that
send beautifully packaged mangoes in boxes ranging from 5kg to 10kg. This product was introduced
especially for those living abroad who look towards Pakistan during the monsoon season, when the
mangos are at their brightest and ripest.

Import Express
This service is a door-to-door import system which is mainly tailored for the UAE customers only.

Import Economy

This is a deferred product which offers discounted rates for import shipments starting from 10KG.

Freight Forwarding
TCS offers a whole range of freight solutions for local, national and international destinations, with its
Freight Forwarding services.
 2. INTERNATIONAL TARIFF

Fig # 6.18

Whether it is an important document or a fragile parcel, we put in all our efforts to deliver your shipment
within the promised time to over 200 countries worldwide.

TCS E-COM

1. Yayvo

Fig # 6.19

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
dcor 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 has also teamed up with TCS HAZIR for selected high demand brands. The service ensures
delivery within 60 minutes of ordering online right to the customers doorstep in Karachi, Lahore,
Islamabad or Rawalpindi. The 60-minute online shopping model is the first of its kind in
Pakistan.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. Yayvo.com specialists guide customers and
help make their shopping experience more memorable. Yayvo.com offers various payment options,
including cash on delivery of up to Rs. 100,000 for shoppers in Pakistan. Customers around the world can
shop on www.yayvo.com and have goods delivered anywhere across Pakistan as well as at 225 locations
where TCS delivers globally.
 2. SENTIMENTS EXPRESS

Fig # 6.20

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 Pakistans premier gift delivery.
Chapter 7

ORGANIZATIONAL STRUCTURE

Fig # 7.1
chapter 8

DEPARTMENTS

All businesses, no matter what the size, need some sort of organizational structure to operate properly.
Businesses without a set organizational structure have problems implementing company policies and
operating at efficient production levels. Whether a company is selling or manufacturing, certain
departments are key to basic operations.

Fig # 8.1

1. HR DEPARTMENT

Fig # 8.2
The functions of HR department are as follows;

Fig # 8.3
The HR department in any company can be its ace in the hole, if used strategically. HR is a
company's human resource multiplier.
Having a human resources department is important. HR department is responsible for developing
a company's strategy as well as handling the employee-centered activities of an organization.
HR manger is specially trained to resolve the conflicts between two employees or a manager
and employee and restore positive working relationships.
Improving the performances of the employees is also the responsibility of an HR manager.
Without a human resources staff person to construct a plan that measures performance, employees
can wind in jobs that aren't suitable for their skills and expertise.
Through succession planning that human resources develops, the company identifies employees
with the promise and requisite capabilities to eventually transition into leadership roles with the
company.
The department organizes monthly meetings for all of the company employees. In these meetings
all of the short comings, the lagging ends are discussed and they are focused upon.
Time schedules are maintained. The whole team works as a family.
 2. ADMINISTRATION DEPARTMENT
This department deals with all the administrative responsibilities and also oversees the security of the
complete company. All general and official orders first pass through this department and then follows
down in the other department. This department is interlinked with all other departments of the company.
A general modest work environment is entailed in this department. Time management of all the
employees is overlooked by the head manager.

Fig # 8.4

Fig # 8.5
 3. MARKETING DEPARTMENT
A marketing department promotes your business and drives sales of its products or services. It provides
the necessary research to identify your target customers and other audiences. Depending on the company's
hierarchical organization, a marketing director, manager or vice president of marketing might be at the
helm.

Fig # 8.6

Fig 8.7
 FUNCTIONS PERFORMED BY TCSS MARKETING DEPARTMENT

TCSs marketing department is working very well according to the information we have collected. Some
of the functions are given below which are performed by them,

It provides the necessary research to identify your target customers and other audiences.

It is responsible for growing revenue, increasing market share and contributing to company
growth and profitability.

Market research is a key responsibility for the marketing department. It helps the company
identify market opportunities and gain a better understanding of customer needs. It also helps
them understand competitors strengths and weaknesses so they can take action to protect
business with existing customers or win business from weaker competitors.

It works with internal or external product development teams to develop new products or
improve existing ones. The department analyzes sales of existing products and identifies gaps in
the product range where there may be opportunities for the company.

The marketing department can provide sales teams with high-quality leads by running
advertisements that include a reply mechanism, such as a coupon or telephone number, or by
encouraging visitors to the company website to register their details in return for a free newsletter
or special report.

Fig # 8.8
 4. CUSTOMER SERVICES DEPARTMENT

Fig # 8.9

This department is responsible to deal all types of customers internally and externally of whole area
which consist of 71 express Centers, 12 branches, 19 Franchises, and 19 agents who are responsible
to cover allied locations.

Primary responsibilities are to resolve customer complaints via Phone, E-mails or Social Media.
Use telephone to reach out to customers and verify account information.
Greet customers warmly and ascertain problem or reason for calling and also advice company
information.
Act as a COMPANY GATEKEEPER.
Utilize computer technology to handle call volumes.
Compile reports on overall customer satisfaction.
Handling customer Complaints and meetings with other managers to discuss possible
improvements for customer services.
Make sure complaints made are valid and must satisfy the customer at any cost.
Handling walk- in customers.
Supervise the HFC deliveries.
Close follow up with General Operations for closing the complaints.
Follow up with operation on daily picks ups through Pickup Management System.
Follow up with concerns departments on Legal cases and assist them in case of any CS
requirements / support.
Supervise the dead shipments and ensure their deposal within set timings.
 5. IT DEPARTMENT

Fig # 8.10

Fig # 8.11

Information technology (IT) has become a vital and integral part of every business plan. From multi-
national corporations who maintain mainframe systems and databases to small businesses that own a
single computer, IT plays a role.
 Fig # 8.12

The reasons for the omnipresent use of computer technology in business can best be determined by
looking at how it is being used across the business world.

COMMUNICATION

For many companies, email is the principal means of communication between employees, suppliers and
customers. Email was one of the early drivers of the Internet, providing a simple and inexpensive means
to communicate. Over the years, a number of other communications tools have also evolved, allowing staff
to communicate using live chat systems, online meeting tools and video-conferencing systems. Voice over
internet protocol (VOIP) telephones and smart-phones offer even more high-tech ways for employees to
communicate.

INVENTORY MANAGEMENT

When it comes to managing inventory, organizations need to maintain enough stock to meet demand
without investing in more than they require. Inventory management systems track the quantity of each
item a company maintains, triggering an order of additional stock when the quantities fall below a pre-
determined amount. These systems are best used when the inventory management system is connected to
the point-of-sale (POS) system. The POS system ensures that each time an item is sold, one of that item is
removed from the inventory count, creating a closed information loop between all departments.

DATA MANAGEMENT

The days of large file rooms, rows of filing cabinets and the mailing of documents is fading fast. Today,
most companies store digital versions of documents on servers and storage devices. These documents
become instantly available to everyone in the company, regardless of their geographical location.
Companies are able to store and maintain a tremendous amount of historical data economically, and
employees benefit from immediate access to the documents they need.
 MANAGEMENT INFORMATION SYSTEMS

Storing data is only a benefit if that data can be used effectively. Progressive companies use that data as
part of their strategic planning process as well as the tactical execution of that strategy. Management
Information Systems (MIS) enable companies to track sales data, expenses and productivity levels. The
information can be used to track profitability over time, maximize return on investment and identify areas
of improvement. Managers can track sales on a daily basis, allowing them to immediately react to lower-
than-expected numbers by boosting employee productivity or reducing the cost of an item.

Fig # 8.13

6. WAREHOUSING DEPARTMENT

Fig # 8.14
 Fig # 8.15

Following are the basic responsibilities of a warehouse department

Receiving procured materials and items, ensuring they match the purchase order specifications,
and applying receipt and storing procedures

Storing materials and items as per applied storing rules, and maintaining them from fire or
damage

Delivering the materials and items, after completing the applied regulations, and filling and
packing them for shipping

Monitoring stock level, and reporting the items that have reached the replenish level

Organizing and maintaining cards and forms, recording materials and items activities, and
entering the information into the system

Preparing monthly statements of materials and items activities

Defining store requirements for manpower, equipment, and materials, and providing them

Preparing periodical reports on store activities, achievements, and work development, and
presenting them to the General Manager for Administrative & Financial Affairs.
Fig # 8.16
 Chapter 9

PROMOTIONS / MARKETING

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 customers into two segments; walk-in/ cash customers and
corporate/ credit customers. The cash customers are again divided into domestic and household customers
and credit customers are divided into banks and other companies. Promotional tools are used according to
their suitability and effectiveness for particular customer segments.

FOR CORPORATE CUSTOMERS

Direct selling is the most utilized tool for promoting the brands to corporate clients. The sales
representatives of the TCS make phone calls to these
people and meet with them for informing them about the current and up-coming service offerings
and events.
TCS Connect is the news-letter of TCS provides coverage of the happenings related to the company
on national and international level. Besides the employees they are also distributed among the
majority of corporate clients to keep them updated.
Desk calendars are also distributed among these companies.
TCS also has regular ads published in prestigious business publications including Aurora, Harold,
Pakistan & Gulf Economist, Friday times, Air World and Business world.
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 arranging workshops, seminars and
conferences in collaboration with the business partners.

FOR MASS MARKETING

Point of sales advertising is the main promotional tool used for attracting cash customers. Tools
used are leaflets, signs, billboards, hangers and posters. The outside walls of all the outlets of TCS
are made of transparent glass which allows exposure of the inside arrangement of the express
centers including the counter with the TCS logo painted on front. Posters are also pasted on these
glass walls. The highest visible promotion at these outlets is the maximum use of red color which
is the corporate color of TCS.
Pena flex Billboards are also used to quite some extent for increasing 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.
In case of major campaigns TCS goes for newspaper ads in Dawn, Jung, News, Daily Times and
Nawa-e-waqt. Regular ads are published usually on page5 of Dawn Newspaper, for ordinary ads
Jung newspaper and for major campaigns and products page 1-3 of Dawn and Jung are used.

FOR INTERNAL MARKETING

Boards and other material objects are used for employees. In the Sentiments Express a MARCOM
calendar is used to mention the upcoming events and 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. TCS has an
operational setup in four countries Pakistan, Canada, UK and UAE also including Middle East and
South Asia and has the ability of delivering in over 200 countries.

The Overland Express has a ground fleet of 300 trucks and Flying Warehouse has 104 vehicles at its
disposal. There are 1500 couriers all over Pakistan with their own motorbikes and mobile phones. For
shipment within the state boundaries TCS has its own 6 aircrafts, two of them bought from Russia. For
overseas shipment TCS has a strategic allowance with its major international competitor DHL. The major
areas within Pakistan under TCS coverage are Faisalabad, Gujranwala, Hyderabad, Karachi, Lahore,
Islamabad, Peshawar, Quetta, Multan and Sukkur. Each area includes the regions located outside
the city boundaries for example Gwadar, Pasni and Thatta are considered a part of the Karachi
area.
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 quality-service & therefore is more expensive than its competitors in Pakistan. SPEEDEX,
FedEx & DHL being direct competitors have an edge over TCS regarding lower prices. SPEEDEX being
a Government Organization and FedEx & DHL being International Brands do not incur high costs as
compared to TCS (being a private &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 also depend on the weight of the goods
being transferred. They have acknowledged standards regarding the weight of the goods being carried &
devised pricing strategies accordingly.

PHYSICAL EVIDENCE

The outlets all over Pakistan follow certain standards. All outlets have glass walls facing outside and
allow complete exposure to the people outside the outlets. The services counters are red in color with a
TCS logo on the front side and these counters are set up facing the outside walls. On the left side from
the entrance is a waiting area and after that on the same side there is desk with brochures, leaflets and
catalogs lying on the top and a pen is also there for customers who may have a need for it. All the outlets
are air-conditioned. Cleanliness is strictly looked after in all the customer contacts center. Employees are
highly trained form greeting, welcoming, listening, understanding and providing services to all its
customers.

PEOPLE

The employees are divided into two levels; management and non-management. 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 the refueling of their bikes is also the companys responsibility. The employees after
hiring are given an orientation and for initial weeks or even a month or two are sent to work in different
functional areas to develop a basic knowledge of the work pattern and style. However other such training
is not given to an adequate extent. Though the couriers are polite, well mannered, courteous and
dedicated, additional
training for enabling them to understand customers needs, requirements and moods and delivering
accordingly is lacking. Again, the couriers working on commission basis do not wear the uniforms and
no other signs indicating them to be the companys employees are there. There is a general lack of
information exchange across departments. Each department in TCS is operating as an isolated business
division and strongly competing with other divisions. The corporate customers often manage joint
inventory systems with TCS. Continuous updating of information from their side helps in ensuring JIT
delivery of shipment.

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. However, across department and across geographical
location there are some problems in communicating information but, an intranet is there for the employees
to interact with each other across different departments and divisions. Except for the top management an
employee in the travel services is unaware of what is happening in the retail or HR department even
though many activities in these departments would have a direct influence on their strategies. Another
strategy that they are following is that they have marketing managers for each brand that are working
separately from the department. Within the head office all management level employees and many non-
management level employees are also allotted individual PCs to work on. Latest printers, fax machines,
scanners and P3s & P4s are used. TCS also uses warehouse management system for inventory
management that is integrated with the customers inventory systems to allow JIT and effective fleet
management system. A complete database of corporate customers is maintained such that an order can be
booked even after the official timings by using the UAN number of the particular company
Chapter 10

MAJOR COMPETITORS

Courier industry in Pakistan that has become popular due to its exceeding demand in this fast paced
environment. In Pakistan, TCS currently dominates most of the market share as compared to its competitors
like OCS couriers, Speed Ex, Leopards, Gerrys International and DHL etc. Many years ago customers
had only one option for sending packages, letters etc. and that was via Pakistan Post Office. But now the
dynamics of the market have taken hence the new courier services with their advanced logistics and overall
infrastructure are able to provide such services to the eager customer.
Time saving services and greater accuracy are essential part of every industry but courier companies would
definitely be more focused on them as the services they provide solely thrive on the above two mentioned
aspects. Responding quickly to customer is also essential in services but for courier companies it is way
of gaining sustainable competitive advantage.

1. OCS
OCS was established in 1957 in Tokyo, Japan, when a consortium of
n e w s p a p e r publishers formulated the concept of a worldwide speed delivery
n e t w o r k f o r t h e i r publications. Their invention was called "Overseas Courier Service Co., Ltd.
Since then, OCS has been providing premium quality express courier, freight forwarding, and
transportation and logistics solutions worldwide. Major OCS corporate offices worldwide anchor one of
the most extensive international delivery systems ever developed. It was in 1986 that OCS Pakistan
(Pvt.) Ltd. first started operations as an independent courier company in Pakistan. In the wee hours
of a crisp winter morning, the first express d o c u m e n t w a s b o o k e d i n K a r a c h i . W h a t f o l l o w e d
i s h i s t o r y. T o d a y, O C S P a k i s t a n handles tens of thousands of shipments every single day. Within
Pakistan, the OCS name has become synonymous with dependability and quality. It has 212
pickup points and more than 1500 delivery locations across Pakistan. Internationally it
covers the globe with the OCS network of over 240 offices in more than 90 countries around
the world. OCS is committed to provide high quality services that are reliable, time sensitive
and effective catering to all courier needs of both local and international customers.

Services offered by OCS

Road & Rail
Pickups
Expressions
Travel & Tours

2. LEOPARD
Leopards Courier Service is started in 1983 with five destinations. At present, there are 1036 destinations
for general clients and 376 destinations where service is limited to banks only. These destinations are
controlled and fed from 164 Major Hubs spread all over Pakistan.
Leopard's next-morning delivery service offers nationwide door to door delivery the morning of the very
next day for urgent documents and parcels.
Services offered by leopard
Degree Attestation Service
Cash on Delivery
Overnight
Yellow Box
Overland

3. TNT
TNT is the European market leader with a global reach in express,
l o g i s t i c s a n d international mail delivery services. They make sure your documents, parcels,
freight and m a i l a r e d e l i v e r e d s a f e l y o n t i m e u s i n g o u r i n t e g r a t e d a i r a n d r o a d
networks. Their networks are supported by sophisticated technology that hel ps
us ensure service reliability and provide real -time on-line information about the
s t a t u s o f c u s t o m e r s consignments.

Services offered by TNT

Express Services
Freight Management
Express Mobile
Express Manager
Industry Solutions
Express Shipper
 Chapter 11

SWOT ANALYSIS

STRENGTHS

First Pakistani company to get the title of Super Brand.

A strong reputation and brand name in the general public and among the corporate sector as a
reliable and timely source for delivery of goods. Besides this, TCS has become a generic word
for courier in Pakistan.
TCS is presently the market leader in the courier services industry of Pakistan with a market share
of more than 60%.
For the year 2005-06 TCS has a growth rate of 41% for its revenues and 35% for its sales.
TCS has its own air fleet comprising of six chartered aircrafts including Boeing737 for
delivering goods within the state boundaries (while FedEx relies on commercial air lines).
TCS has 157 vehicles equipped with satellite tracking, which helps the tracking department to
track any vehicle in any area of Pakistan.
TCS has its own ware and tare garage for the repair and maintenance of its fleet of vehicles.
TCS is the first Pakistan based company to have a case study at Harvard Business School for the
best courier operating in South Asia.
TCS is pioneer in developing its own TCS Mall, which provides value and convenience to the
customers.
TCS is the first courier company in Pakistan to equip its employees with the handheld terminals,
which are directly connected to head office.
TCS also provide printing facilities to its clients not offered by any of its competitors.
It has a highly professional, dedicated and innovative workforce of 4700 employees.
TCS has very strong core values.
TCS employees not only listen but understand the customer problems without being defensive and
provide solution.
TCS outlets are ideally located in the densely populated areas; trade areas, industrial, residential
and far flung areas, on main roads and in small streets where major customer traffic is there.
As compared to other local competitors, TCS has a wider operational setup. It operates in four
countries namely Pakistan, Canada, UK and UAE.
Sentiments Express is very popular among masses and for many customers it is the main source
and reason for awareness and liking for TCS.
A nation-wide coverage consisting of 245 express centers allow wider accessibility to the
company and more convenience to the customer.
All TCS outlets have glass walls on the outside allowing high POS advertising and exposure.
It is a highly recognized brand in Pakistan for bulk shipments among the corporate customers.
Among the masses its Sentiments Express is the main and strongest source of brand recognition.
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.
It has a regular participation and representation at major exhibitions and events such as Expo
Pakistan 2005 and Leader at Dubai 2006.
TCS has the latest fax machines, printers and scanners available in each department. Every
employee has a separate PC to work on which are essentially Pentium 4 or Pentium 5.
 Each courier on the payroll has his own motorbike and cell phone provided by the company.
Thus he can easily and quickly contact the company at anytime from anywhere.
The frontline workers are polite, courteous and cooperative with the customers.
It operates an official website that iswww.tcs.com.pk where all brands by the company and the
services offered under the particular brand name have been well represented. Each of these brands
has a separate web address such as for VISATRONIX the web address is www.visatronix.com.
There is an open door policy for communicating within the department and with the top
management. A grade seven employee can communicate directly with his or her marketing
manager or even with the CEO without having to follow any hierarchical order.
It has offered highly innovative service offerings such as Express Tube for keeping the rolled
architectural designs and blue prints.
There are separate skilled couriers dedicated to specific sectors and to some major corporate
customers as well.
TCS has a wide corporate customer base of 5000 companies which includes Phillips, LG,
Gillette, Reckitt & Benckiser Pakistan, Sony, Indus Motor Company Limited, 3M Pakistan,
Samsung, DUPONT, Dell Computers.
A customer database is maintained at TCS that allows booking of orders and deliveries for these
companies after the official hours by using the specific companys UAN number.
For each of its brand, TCS has separate marketing departments solely working for a particular
brand.
There are no employee unions in TCS.
There is a separate department with the name Voice of Customer for conducting research and
consumer surveys.
TCS has a sound financial status and because of it a wide capacity for offering diverse services
and for entering new markets or developing the existing market.
It has the capability of providing overnight delivery.
TCS provides warehousing and distribution services to any bulk quantity of order to anywhere in
Pakistan.
Information regarding the availability and non-availability of services at certain locations,
delivery options and timings are provided on the website in detail which customers find
convenient.

WEAKNESSES

The prices of the services offered by the TCS are comparatively higher.
Less marketing initiatives has been taken by TCS to promote all its brands.
TCS is not involved in the transportation of products that require special handling and / or security
such as explosives, firearms, perishables, antiques, precious metals and stones, jewelry and
liquids while many of its competitors are involved in transporting these goods.
TCS has an air fleet that is used for within state movement of goods only. For other countries it
relies on commercial airlines and also through DHL as a customer.
Online brochures and catalogs of the services are not available on the website.
Except for Sentiments Express and general shipment rates the price packages are not given
for other services.
There is no information available on the website pertaining to the outlet location addresses and
contact numbers in different areas and cities of Pakistan.
 TCS has a limited operational setup in four countries including Pakistan while DHL operates in
227 countries and FedEx operates in 211 countries.
Despite an increase in the number of online customers for courier services, among other
industries, TCS does not provide online booking and payment facility. This facility is available
only for corporate customers and not for cash customers
Departments that are handling different brands are not only totally isolated from each other but
also from the core departments such as retail and Human Resources in terms of communication.
The incentive based employees (those who are paid on commission bases) are not given company
uniforms resulting in a loss of potential awareness and acceptance.
Apart from the core services and Sentiments Express there is a general lack of awareness about
other TCS brands among the walk-in/cash customers.
It faces a strong competition in the international courier service industry.
For many customers it is a Pakistani brand versus international brands such as DHL and FedEx
and for them the international brands are better simply because these are foreign.

OPPORTUNITIES

The major customers of TCS include Phillips, LG, Gillette, Sony, Indus Motor Company
Limited, 3M Pakistan and Samsung. The increase in the export and import of raw materials and
finished products by these companies increases their venue potential for TCS through bulk
shipments. Also TCS can work on capturing many potential corporate customers to earn
maximum gains
As compared to other players in the industry TCS is completely non-unionized which is a great
opportunity in terms of relative stability of labor costs.
Reduced rates for utilities would decrease the cost of warehousing.
The construction of Gwadar airport and the availability of own aircrafts collectively present an
opportunity for TCS to start shipping goods through its own aircrafts outside the state boundaries.
TCS can deal in the shipment of an even larger variety of goods of higher values in the government
now allows the goods up to the worth of $5000 to be transported by the courier services.
Lifting of ban on the import of arms and ammunition is another incentive for TCS
TCS has an opportunity to deal in the shipment of liquids, antiques, precious stones and metals
and equipment requiring special handling.
TCS has a great opportunity in the form of Dubai Gold Festival. TCS has a wide operational setup
in UAE. The people who buy jewelry at this festival can be convinced by TCS to send their
purchases through TCS to their homes for security purpose.
WTOs free trade agreements increase the potential for shipping to different parts of the world.
TCS being the domestic company is safe from the terrorist activities that may happen against the
multinational and international courier service firms.
The increase in trend towards online booking and shipment is a major opportunity to be availed
by TCS.
TCS may gain deeper knowledge about its target market by setting up geographic information
systems, which is not being practiced by its competitors on the domestic level.
Increasing the awareness of students express would increase its customers among students.
TCS presently does not deal in currency. There are many overseas Pakistanis who can become its
customers for sending money to their homes if it starts dealing in currency.
 A continued representation in Expo Pakistan 2006 and in the following years, in Dubai Gold
Festival and other prestigious events and exhibitions would make the people more trusting in
TCS.

THREATS

The rise in prices of diesel, petroleum and jet fuel both on the international and national level is
causing a rapid increase in the cost of energy for TCS.
TCS has 1500 skilled couriers involved in delivery of goods all over Pakistan. A future demand
for higher wages and/or increase in facilities would again increase the cost for TCS.
Owing to the increase in the use of email, the demand for overnight delivery is declining which
is affecting the provision of this facility for TCS.
The prohibition of sending to P.O boxes causes a decrease in its service range and in turn
customers.
Due to some robbers supposedly calling themselves as couriers the general mistrust among the
people may carry over to the TCS customers.
The security and privacy fear related to providing account information on internet may result in
relatively low profits in the initial time periods.
TCS promises overnight delivery but with the increase in the use of email and online transfer,
uploading and downloading of documents this promise may not remain as important.
Chapter 12

CONCLUSION

Studying TCSs management was a learning experience. We as a team came to learn many things about
courier industry. At the end of the report we conclude that TCSs management is quite bureaucratic, but
is nonetheless focused on bringing exotic satisfaction and WOW experience to its customers. TCS
provides Qualitative services, thats why it is clearly the first choice of most Pakistanis for domestic and
overseas operations. In this report we have covered all salient features of TCS. For this purpose, we met
Mr. Shanawar Azam (HR Manager), Ms. Tahira (AMCS), Ms. Mehak Siddiqui (AMCS). And after
having an interview with them we concluded that TCS is the most preferred company in Pakistan because
of its quality and services it provides to its valued owned customers. There are prevalent weaknesses but
they can be overcome with a little effort by the management staff.
Chapter 13

RECOMMENDATIONS & EVALUATIONS

EVALUATIONS

TCS Gap MODEL

Fig # 13.1
Fig # 13.2
Fig # 13.3
Fig # 13.4
 RECOMMENDATIONS

At TCS training isnt provided to its lower staff, the effectiveness of the organization can be
improved if the lower working staff is as capable as the executives. Training leads to better
performance and better performance entails lesser new openings which in turn saves time and
energy of the HR department. For this purpose, we suggest that training should be provided to
the lower staff as well.
TCS is very negligent whilst collecting CVs, they collect CVs from their customers, encourage
them to post their CVs online, this creates false hope in the public. Thus we suggest that CVs
should only be collected when there are new openings and only those personals who are capable
and qualified for the position.
Lower staff is hired temporarily. They should be at least hired on contract so that their working
performance and living condition might improve.
The culture of TCS is quite strict it should be made at least a little flexible.
Transformation of content operations using Content Agility and a realization of the full potential
of your content.
Enabling new revenue streams from innovative and customer-centric IT solutions.
Reduction in time-to-market for new technology-enabled information products.
Streamlining and standardizing IT processes to improve operational efficiency.
Lowering of total cost of ownership of IT systems and allowing business to move spends to
strategic initiatives.
Effective back-office operations that help in reaping the benefits of new products quickly.
Release of your key resources and assets to focus on value-added activities.
It is essential for the Line or Project Managers to involve HR in their projects work-force
planning as and when the project is being designed so that the HR can do its recruitment planning
cohesively.

It is recommended that the HR Department at TCS must stress on a yearly workforce planning in
collaboration with the other departments.
As TCS believes in following the best practices for its Human Resource Employee Onboarding
Program is suggested. Over the years Employee Onboarding has proved to be really helpful in
talent management. The concept behind Employee Onboarding is best defined as a systematic
and comprehensive approach to orienting a new employee to help them get "on board. Effective
onboarding serves three interrelated purposes:

It ensures that the new hire feels welcome, comfortable, prepared and supported.

It enables the new hire to make a positive impact within the organization both immediately
and over time.

The employees success leads to satisfaction and retention, minimized learning curve
which allows the organization to continue to meet its mission, vision and goals.
 Spread the orientation program content over a week. As a part of Employee Onboarding, a
through, structured orientation program is needed which should be spread over a week. Orientation
program should have two phases:
Phase one- Organizational Orientation:
A comprehensive tour so that the new hire understands the scope of the organization as a whole. This may
include Company Vision, Mission, Core Values, and Introduction to the Structure, Executive Team, and
TCSs Approach to the Market, Client Success stories and project highlights, Marketplace trends, Human
Resources policies & procedures (Uploading them on Employee Self Service Portal), Functional
Responsibilities, Game based learning through TCS Speedy Ingress

Phase Two-Departmental Orientation

This may include
Departments goals and objectives and how they are in line with the company goals.
New Employees goals and objectives and how they contribute to the bottom line
Understanding over all roles and responsibilities of the department as well as of the employee
Performance Standards/ Expectations.
Departmental jargon, technologies, methodologies.
Training and Development.
Career paths and opportunities at TCS.
 GLOSSARY

Accountability: Responsibility to someone or for some activity.

Boost up: Push upward.

Concrete: A strong hard building composed of sand and gravel and cement and water.

Chartered: Hired for the exclusive temporary use of a group of travelers.

Campaigns: A race between candidates for elective office.

Culmination: A final climactic stage.

Delve: Turn up, loosen, or remove earth.

Ditch: A long narrow excavation in the earth, any small natural waterway.

Execute: Accomplish, action, carry out, carry through, fulfill.

Entrepreneur: Someone who organizes a business venture and assumes the risk.

Franchise: An authorization to sell companys products or services in a particular place.

Hydrogenate: Combine or treat with or expose to hydrogen.

Ingrained: Constituted, established.

Kiosk: Small area set off by walls for special use.

Lettuce: Leaves of a cultivated plant often eaten in salads.

Chapter 14

APPENDIX 1

PROCUREMENT POLICY

1. TCS is a symbol of trust in domestic courier and logistic industry. This trust has been
achieved through firm implementation of TCS Core Values i.e.
Quality
Profitability through efficiency
Ethics
Justice
Creative Growth
2. We believe in TCS Core Values to achieve service Excellence, transparency and ethical
conduct on our all internal / external business dealings.
3. TCS Pvt. Ltd requires variety of items like stationary, paper, packaging (Red Boxes of
various sizes) polypropylene bags, mail bags (parachute material), uniforms items, printed
stationary etc. Complete range of items is reflected as Annexure A of this policy.
Following procurement procedure is in vogue for the procurement of items.
4. We advertise our procurement needs in national print media from time to time for
competitive rates and quality procurement.
5. Sealed tenders are invited from the prospective manufacturers, traders, supplier in the name
of Head of Admin TCS (Pvt.) Ltd, TCS Logistics Center101-104 Civil Aviation Club
Road, and Jinnah International Airport Karachi.
6. Tenders are opened by a Panel of minimum three Managers / Sr. Executives and tender
opening proceedings are recorded on the given date & Time.
7. Preference is given to the quality products, with competitive rates. However, suppliers with
their own integral production lines will be preferred for the supply of high volumes
commodities.
8. New suppliers are encouraged to apply for the registration of their firms by forwarding
their credentials / company profile in the name of Head of Administration TCS (Pvt.) Ltd.
Expression of interests can also be forwarded on email gmurtaza@tcs.com.pk.
9. New firms names will be placed on the respective items suppliers list after security
clearance, verification of technical and financial competence.
10. Fresh procurement tenders will be sent to the newly registered companies for bidding as
and when needed.
11. Procurement committee has the discretionary rights of awarding the contracts after
evaluation of various vital supply factors like technical competence, production capability,
financial competence, uninterrupted supply capacity, competitive rates, supply record etc.
 Appendix 2

BLUE PRINT OF TCS

ACT 1

Fig # 14.1
ACT 2

Fig # 14.2
ACT 3

Fig # 14.3
 Chapter 15

APPENDIX 3

TESTIMONIALS

UFONE

Fig # 15.1

We have been working with TCS from the last one decade and they have always provided us with
satisfactory services. We consider TCS as a business partner as TCS understands our business
model and provides us with the best customized solution to fulfill our requirements. TCS has been
the champion its potential. We feel privileged to be a business partner of TCS.

Faisal bin Fasih

Senior Manager Finance Operations

THE BANK OF PUNJAB

Fig # 15.2

In response to the flood crisis in September 2014, the Government of Punjab initiated a Cash
Relief Program to support affected households in their recovery efforts. We feel proud in working
with TCS as they were there with us on ground and every member was involved deeply in the
project; I believe if it were not TCS, it would have been a logistic disaster.

Mustafa Hamdani
SEVP and Group Head Payment Services
ALLAMA IQBAL OPEN UNIVERSITY

Fig # 15.3

The Allama Iqbal Open University, with the ever changing environment, is trying to adopt
better and effective technologies so that it is able to discharge its part of the commitment for
delivering better education to the masses of Pakistan so that they are able to play their positive
role in the society. Keeping in view this guideline, we decided to use plastic seals for the cloth
bags in which question papers are sent in place of wax sealing and stitching. I would like to take
this opportunity to thank the TCS authorities who have been very kind enough to provide 1000
pieces of these plastic seals for this purpose. It would not be out of place to commend the efforts
made by TCS for timely delivery of examination materials for Autumn-2014 semester by special
transport arrangements to Balochistan region where there had been a transport strike.

Muhammad Shabbir Shahid

Assistant Controller

IBA SUKKUR

Fig # 15.4

TCS Pvt. Ltd has lifted their brand name to the next level of excellence while maintaining the
confidentiality and quality. The team of vastly experienced professionals in TCS has
demonstrated their wisdom and intellect towards this project efficiently which enable us consider
TCS for more projects in future.

Mr. Nisar Ahmed Siddiqui

Director
PAKISTAN TOBACCO COMPANY

Fig # 15.5

Pakistan Tobacco Company Limited is proud to work with TCS, Pakistan s leading Courier
Company. PTC has been working with TCS for a long time, and we have found them to be an
extremely competent and cooperative company to work with.

Shahid Aziz Khan

Fleet & Facilities Manager

LAKSON GROUP

Fig # 15.6

Yet another successful year of TCS and at this auspicious occasion we once again sincerely
appreciate the continuity of high level of services throughout the year. During the year we have
seen TCS coming across various unexpected challenges; however, their due diligence paved the
way and met those challenges with wisdom and professionalism.

Wajahat Ali Hussaini

Senior Manager Administration

MCB

Fig # 15.7

We take the opportunity to congratulate the whole TCS team on the occasion of successful
completion of 32 flourishing years in the field of express and logistics industry.

MCB Bank Limited has always enjoyed appreciable professional standards while availing services
from TCS (Pvt) Ltd.

Faraz Ahmed

Unit Head Statement Rendition

GETZ PHARMA

Fig # 15.8

Being a Pharma company it's always a pleasant experience to have communication with our
strategic partners like TCS who is keeping pace with us by playing a vital role in providing the
cure to our patients in the form of medicines. Supplying life -saving drugs is undoubtedly one of
the most noble causes one can serve in addition to its commercial aspect TCS always provide
professional services and a role model to follow them as one of the best logistic company in the
country.

Syed Sajjad Mazhar

Distribution Manager
T
N.I.F.T.

Fig # 15.9

We have had the pleasure of working with TCS for our Document Handling Services as part
of our countrywide cheque clearing system. This association has worked well and grown over the
past twelve years, encouraging us to introduce new services for our customers and thus helping
them improve their services to their customers. I congratulate TCS on its Silver Jubilee, and on
establishing an excellent courier service based on international standards. I wish them great
success in their future endeavors.

M. M. Khan

Chief Executive Officer

EFU LIFE INSURANCE

Fig # 15.10

I would like to congratulate TCS on this important milestone of their 27th anniversary. TCS
has been associated with us as our courier agent for over a decade. I sincerely appreciate the
remarkable services provided by their marketing team through all these years which is
admirable, and I wish TCS tremendous success.

Tahir G. Sachak

Managing Director & CEO

 INDEX

Headings Page No.

Mile stones

1983

1985, 1989

1990, 1992-1996

1997-2000

2001-2002

2002,2003

2004 ,2006

2007

Core Values

Core Values Chart

Services

Consumer

Corporate

International

E.COM

Insurance

INTIANA Travel & Tours

 Departments

HR

IT

Warehousing

Marketing

Administration

Customer Service

Promotions

Corporate Customers

Mass Marketing

Internal Marketing

Competitors

OCS

Leopard

TNT
 REFERENCES

https://www.scribd.com/doc
http://smallbusiness.chron.com
http://www.tcscouriers.com/pk
https://www.mohe.gov.sa
http://www.yuc.edu.sa
Google images
Slideshare.net
www.tcs.com.pk