Corporate Profile

The Founding Brothers:

Sadiq Awan (L) and Khalid Awan
Circa 1999
Chairman’s Message
Every single day, over the past three decades:
come ‘rain or shine’, through good-times and
bad, calm or turbulence, TCS has consistently
delivered on its promise.
Every working day, currently over half a million
people across the country either send or receive
something through TCS.
It is thus that we have earned an abiding trust and
affection of the people of Pakistan. Indeed a
generation has come of age with the jingle of TCS
embedded not only in their childhood memories
but dreams of future as well.
Its been my privilege since our founding three
decades ago, to have witnessed within TCS the
power of positive energy, unleashed in an
environment of respect for the individual, and
‘barkat’ of Rizq-e-Halal earned through honest
sweat.
A deeply embedded culture of ‘service beyond
customer expectation’ is rigorously practised and
there are countless heart warming stories that
humble and inspire.
The country’s economic outlook covered inside,
is the reason we believe that not only ‘the best is
yet to come’ but ‘soon to come’. With world-class
technology and physical infrastructure in place,
TCS at this time, is well poised for this
opportunity.
Since our future is inextricably linked to our
customers’, we are relentlessly developing new
services and processes that will enable them to
keep ahead of their competitors in the newly
shaping global economy.
To this end, our latest offering: “The Supply Chain
Advisory” aims at enhancing their Supply Chain
efficiencies with customised TCS solutions.
These solutions draw upon our long and in-depth
experience serving the world of Banking,
Manufacturing, Corporate and Retail, in this
unique environment.
And very close to our hearts are over 40,000
customers who daily walk in to the 740+ TCS
Express Centres across the country.
Our E-commerce engine will soon enable
fulfillment of their many other needs. As revenue
sources thus multiply, we would need to extend
our footprint resulting in franchise opportunities for
budding new entrepreneurs across the country
and abroad.
Not constrained by geographic boundaries, our
business model aims at an optimum trajectory
capturing our true economic potential.
A fair challenge for a new generation of our
Management Team, drawn up from the best and
the brightest, imbued with an entrepreneurial spirit
and the wisdom of an experienced Board.
My Best Wishes,
Khalid Awan
 As TCS has forged ahead in its
quest for excellence, it has been
recognized and celebrated by its
peers across the board in trade,
commerce and industry. The list is
Contents as follows:
Our Brand Promise 04 Consumer 27

Shared Vision 06 TCS Hazir 29 BEST FLEET

Mission Statement 07 Corporate 35
MANAGEMENT
COMPANY Award by
The TCS Hedgehog 08 TCS Supply Chain Advisory 36
ENERCON
A New Journey 09 International 39
1st TELECOM
Customer Service 10 Products & Services 40
EXCELLENCE Award in
Voice of Customer 11 TCS UAE 41 2006, by FPCCI
Our Core Values 12 TCS E-com 45
BRAND OF THE YEAR
Pakistan Fact Sheet 14 Yayvo.com 47
Award in 2007, 2008,
TCS Snapshot 18 Sentiments Express 48 2009, 2010, The SUPER
BRAND Award in 2007/08,
Milestones 20 Octara 49
2008/09 and in 2014/15
Advisory Board 22 Human Resource Department 51

The New Structure 24 TCS Financial Snapshot 54

The BRAND ICON Award
in 2008

CONSUMER CHOICE
Award in 2015
 Our Brand Promise

We believe that the new tagline “WE MOVE YOU” encapsulates the true essence of TCS.

In saying “WE MOVE YOU”, we offer a simple yet powerful proposition, one that summarizes
the outcome of TCS services, everything that we aim to achieve and provide. It is not just a
statement, but a promise. It is essentially a philosophy that remains at the core of our shared
vision of ‘Delivering Beyond Customer Expectations’.

At TCS, we understand that each shipment sent by our customer matters highly to them. We
understand that it is so much more than merely a physical item being shipped from one
place to another. Each shipment of our customer is a conveyance of someone’s love,

Awards & hope, joy, ambition and dreams amongst all the other emotions. Every little shipment matters
to us, regardless of its size or scope, and we fully comprehend the sentiment behind it. We

Recognitions cherish the fact that when a mother is sending a package to her child, it is not just condiments
contained within the package, but the pure essence of her love and care for them. We make
the commitment to deliver that package with all the fervor that the mother spends in packing
it up carefully. And this is what we try to communicate with this line…

We don’t just move letters…

we don’t just move shipments…

we don’t just move parcels…

04
05
06
Shared Vision
Delivering Beyond Customer Expectations

Mission Statement
To direct all organizational efforts at building upon the existing organizational strengths and
brand recognition to achieve enhanced levels of profitable growth in the core business.
Furthermore, we aim to diversify into new areas that complement as well as supplement the
core business areas, along with the diversification aimed at achieving excellent and industry
leader status in the new areas.

TCS employees aim to be open to unconventional

ideas and services, and to deftly recognize industry
trends at early stages.

07
 The TCS Hedgehog

What you are deeply

passionate about?
We carry customer emotions not shipments and
we are fanatical when it comes to delivery on
time no matter what the situation is.

Delivering
Beyond
Customer
Expectations
What you can be
the best in the world at? What drives your
Moving anything and everything to & Economic Engine?
fro in Pakistan and for Pakistanis Profit per delivery on time.
locally & globally.

Inspired by ‘Good to Great’, a book by Jim Collins

08
A New Journey
After celebrating more than 30 years of success, TCS has now embarked on a new journey, to tread paths
not travelled before and to reach greater heights of fame and glory. The President & CEO, M.A. Mannan, shared
the company's vision in his inaugural speech dated 11th August, 2014, excerpt of which is shared below:
"I want to take this opportunity to share some key
themes with you which will guide us in everything we
do as a team going forward.
First and foremost…our Customers:
We will live our customers. They will be the focus of
everything we do. They will be the starting point and
ending point of everything we do. We will make things
simple for them. We will help them. We will add value
to their lives.
Which brings me to the question…how will we do this
for our customers? We will do that by innovation:
We will innovate. We will innovate new things and old
things. We will innovate big things and small things.
We will innovate a new E -commerce platform but at
the same time we will also innovate a small process
in the mail room. We will innovate together and…we
will do it every day.
This brings me to the most important theme of
all…you. The TCS family:
You are and you will be the most important asset of
this company. We will make this a place where you
live your dreams. Where you grow as the company
grows. Where you feel pride in what you do and take
ownership of the future.
So how will we operate? We will operate with a Sense
of Urgency:
We will create a shared vision together. But as you
know…we have an unparalleled opportunity in front
of us. We have to move quickly. Not just because of
the competition, the shareholder’s, the external
factors and the money we can make…these are
realities and good enough reasons to make us move
faster. But I hope we move with a sense of urgency
because we want to be the pioneers of this platform
which will change the industry around us…because
it will change the life of our customers and most
important of all…because it will change your life and
mine.
Let me conclude by a quote which has always inspired
me:
Somebody once said…nothing is more powerful than
an idea whose time has come.
We have the idea. We are the team…
We have the foundation…we have the
resources.
We are TCS…it is our time and Insha’Allah we will
make it happen."
M.A. Mannan
President & Chief Executive Officer
09
 Customer Service

Customer service is the backbone of TCS, and since 740+ express centers are stationed at strategic
we have vowed to make our customer’s lives simpler, locations all across Pakistan and attending to our
easy and convenient, we ensure Customer Service is clients’ needs. Additionally, for our E-preferred clients
the one aspect that is highlighted before all others. we offer Web enabled services that are only a click
Our organizational culture is designed in a way that it away. For our E-shoppers through E-com Portal, we
fully reflects our vision of ‘Delivering Beyond Customer offer a wide variety and range of products to suit
Expectations’, and we have left no stone unturned in different styles, with online ordering capability and
ensuring the customer always comes first. It is delivery to recipients.
customer service alone that impacts our
organization’s goals and values, thus we ensure our This unparalleled service under the brand name ‘TCS
standards are constantly improving. We want to create Hazir’, is available 24/7 365 days a year and
happiness and add value to the lives guarantees pick-up or delivery of
of our customers, and what better “Our customer service also consignments in 60 minutes or less.
way to do it than through customer reflects our brand promise of Even more; for products that are not
service itself. “We move you”. We want our currently available on our online portal,
customers to know that we we promise to find them for you and
In line with our Shared Vision, we don’t just move their have them delivered at your doorstep
have adopted a customer focused shipments, we move their globally. This is service innovation at
approach, where all our efforts are emotions, their hopes, love its best, a delighter in truest sense of
made to first understand our and ambition. We live, eat the word!
customers needs and then in return and breathe our customer
offer them the most innovative centric promise, and that Our ‘Sentiments Express’ is another
solutions. To make this happen, echoes in every aspect of our world class service that empowers
Team TCS is continuously exploring operations.” our customers to express their
new avenues of services that can feelings faster and in the most
delight our customers. As new M.A. Mannan convenient way. It is as simple as a

Customer service is the backbone of TCS, and we want to

ensure every operation we undertake creates happiness and
adds value to the lives of our customers.
service lines are created and brought online, we also
remain focused in ensuring transparent two-way
communication with our clients through state-of-the-
art customer touch points. For instance, our customers
can reach us at any time of the day through our 24/7
world class call center providing them online, real time
solutions to their queries. For walk-in customers, our
click of button on our website or a call to our customer
service representative, and we will deliver your
emotions in form of a gift or greeting of your choice.
What’s more, with the new ‘TCS Time Choice’ service
we now deliver at the time of your choice giving our
customers freedom to choose when their packages
reach the recipients.

10
Voice of Customer
In order to consistently enhance customer service, we
strive to stay connected to our customers, and
encourage two-way communication through Voice of
Customer.
We understand that customers are the pulse of any
successful business, and it is only through the
cultivation of their feedback, regardless of whether it
is positive or negative, that we can discover and
develop new ways to provide ease and convenience
to our customers. While customers don’t necessarily
expect any organization to be perfect, but they do
hold certain expectations regarding their feedback,
hoping that their voice will be heard. VOC is the
concept that assembles customer information and
feedback, and works out meticulous ways in which it
can be incorporated to improve customer experience.
We are constantly looking for ways to improve our
customers’ lives, thus before any product launch or
new promotional activity, we sift through customer
feedback, identify and recognize their needs and then
build our services around it, as well as ensuring the
marketing strategies are a true reflection of our values.
“Through VOC, we can fully comprehend what the
customers needs are, especially for those living in
far-flung areas that might want unconventional services.
VOC is a very significant consumer insight department at
TCS that defines its prime focus as enhancing customer
satisfaction.
This process thus becomes a harbinger of innovation
for us, as we focus on delivering beyond customer’s
expectations.”
It gives us clear insights into the customers’ minds and
helps identify service gaps, so we can take forward
our organization while being able to stay true to our
vision.
VOC is a very significant consumer insight department
at TCS that defines its prime focus as enhancing
customer satisfaction. The key purpose is to stay
connected to customers and promote a two-way
communication with them. The function helps in
gathering structured feedback from customers for all
major touch points. Based on this, we produce a
meticulous set of customer wants and needs,
organized into a hierarchical structure, and then
prioritized in terms of relative substance and
satisfaction. The feedback received is utilized for
qualitative and quantitative research. The sample size
is decided through scientific ways and different research
techniques are used to gather information from
customers. The data collected is compiled and
consolidated as reports and are highly regarded by
every business head.
11
 OurOur
Core Values
Core Values

EnableEnable
our people
our people
to align
to align
their personal
their personal
goalsgoals
with their
with their Do more
Do more
with less
with less
careercareer
aspirations
aspirations

Give itGive
all you
got and
it all you
got and
Delivering
Delivering
be fearless
be fearless
Customer
Customer

What What
you doyou do Trust Trust
and and
is more
is more
important
important empower
empower
people
people
than who
than you
whoare
you are

12
 Build Build
a teama team
of of
Be humble
Be humble
passionate
passionate
and respectful
and respectful
people!
people!

Beyond
Beyond Embed Embed
ethicsethics
and transparency
and transparency
Expectations
Expectations in everything
in everything
we dowe do

MakeMake
life simple,
life simple,
convenient
convenient
and and
CreateCreate
happiness
happiness
easy for
easyour
forpeople
our people
for self
forand
selfothers
and others
and customers
and customers

13
 Pakistan
Fact Sheet

Demographics
Population Approx. 200 Million (Mar 2015 est.)

Age Structure 0-14 years: 33.3% (male 33,595,949/female 31,797,766)

15-24 years: 21.5% (male 21,803,617/female 20,463,184)
25-54 years: 35.7% (male 36,390,119/female 33,632,395)
55-64 years: 5.1% (male 5,008,681/female 5,041,434)
65 years and over: 4.3% (male 3,951,190/female 4,490,045) (2014 est.)

Median Age Total: 22.6 years

Male: 22.6 years
Female: 22.6 years (2014 est.)

Population 1.49% (2014 est.)

Growth Rate

Urbanization Urban population: 36.2% of total population (2011) Rate of urbanization:

2.68% annual rate of change (2010-15 est.)

Major Cities Karachi 13.88mn; Lahore 7.57mn; Faisalabad 3.04mn;

– Population Islamabad 1.05mn

Languages Punjabi 48%, Urdu (official) 8%, English (official lingua franca of
Pakistani elite, government)

Education Expenditure 2.5% of GDP (2014)

Pakistan boasts of burgeoning consumerism with a highly active demand flow

and target market. The country is experiencing a consistent growth in GDP of
over 5% per annum, and low inflation environment.

Geography & Location Economy

Pakistan is strategically located at the crossroads of
Asia, with China (523 km border) as its neighbour in
Economic Growth
Real GDP growth is expected to reach 5.8% in 2014/15
the North, India (2,912 km border) in the East and
and 4.9% in 2015/16 as lower energy costs boost
Iran (909 km border) and Afghanistan (2,430 km
private consumption in Pakistan, which will also be
border) in the West. Pakistan covers 796,095 sq. km
supported by robust growth in overseas remittances
and constitutes five provinces: Sindh, Punjab,
during the forecast period.
Balochistan, Khyber Pakhtunkhwa (KPK), and
Gilgit-Baltistan.
14
Growth in gross fixed investment, which expanded by
only 0.5% in 2013/14, is expected to accelerate in
2014/15-2016/17 as the GOP reduces its borrowing
from commercial banks, thereby freeing up credit for
the private sector, and as lower energy bills leave
corporations with more money to invest.
Inflation
Annual consumer price inflation (CPI) is expected to
decelerate to 4% on average in 2015, from 7% in
2014, owing to the slump in global energy prices.
Inflation will accelerate again in 2016-19, to an average
of 6-6.5%, in response to rebounding oil prices,
reductions in subsidies on food & electricity tariffs, and
a possible weakening of the Pakistani rupee.
Exchange Rates
The Pakistani rupee appreciated against the US dollar
to an average of PKR101.1:USD1 in 2014, from
PKR101.6:USD1 in 2013, owing to increased FX
inflows stemming in part from disbursements under
the IMF loan. Continued disbursements by IMF (ending
in late-2016) and a continuous YoY rise in workers’
remittances will help support the PKR over the next
3 years.
External Sector
Strong remittance growth caused the current-account
deficit to narrow to an estimated 1.3% of GDP last
year. Exports will be boosted by the US economic
recovery and by special trade privileges granted by
the EU (GSP Plus).
Pakistan is brimming with investment opportunities and has a
world-class telecommunications and IT infrastructure. It
has an excellent road and communications network
in the region, and with the construction of the
China/Pak Economic
Corridor, access to the
Gwadar Port would be
further facilited. It also has
one of the most developed and
regulated banking sectors in the
world with high performance
stock markets.
TCS Pakistan’s extensive footprint geared to service the China/Pak Economic Corridor
Monetary Policy
Interest Rates
At its most recent monetary policy meeting in March
2015, the State Bank of Pakistan (the central bank)
cut its main policy interest rate, the discount rate, by
50 basis points to 8.0%. This followed a
100-basis-points cut in January 2015 and a 50
basis-points cut in November 2014. The SBP cited a
better outlook for consumer price inflation amid the
downward trend in global energy prices and an
improvement in local food supplies. The bank was
also aiming to stimulate private-sector credit growth,
which had slowed in the second-half of 2014. The
market is expecting a further 50-basis points cut in
June 2015 to 7.5%.
Infrastructure
A new rail link has been established from Islamabad
to Istanbul, via the Iranian cities of Zahedan, Kerman
and Tehran. It is expected to promote tourism and
trade, especially for exports destined for Europe.
• Number of Airports with paved runways over
3,050 meters: 15
• Railways broad gauge: 7,500km (300km
electrified)
• Paved Roadways: 190,000km
(includes 750km of
expressways)
• Pipelines: Gas (13,000km),
Oil (2,600km), Refined
Products (1,100km)
• Sea Ports: Karachi Port,
Port Qasim, Gwadar
15
 Equity Capital Markets
Regional Comparison of Stock Market Indices
PER (x) P/BV S (x) ROE (%) Dividend Yield (%)
2015E 2016F 2015E 2016F 2015E 2016F 2015E 2016F

Pakistan 8.45 7.47 1.67 1.51 19.76 20.21 5.92 6.63

Thailand 14.78 12.93 2.03 1.87 13.73 14.46 3.16 3.51
Taiwan 13.32 12.34 1.72 1.63 12.91 13.21 3.29 3.67
Singapore 14.24 12.95 1.29 1.22 9.06 9.42 3.30 3.51
Malaysia 16.72 15.47 1.99 1.87 11.90 12.09 3.11 3.34
Indonesia 16.33 13.89 2.75 2.42 16.84 17.42 1.85 2.12
China 12.84 11.26 2.14 1.89 16.67 16.79 1.82 2.08
Korea 11.38 10.29 1.03 0.95 9.05 9.23 1.41 1.52
Hong Kong 11.93 10.77 1.29 1.20 10.81 11.14 3.34 3.64
India 18.38 15.59 2.82 2.51 15.34 16.10 1.49 1.62
Philippines 20.18 17.74 2.83 2.57 14.02 14.49 1.79 1.94
Vietnam 11.69 9.70 1.89 1.67 16.17 17.22 3.46 3.55
Regional Avg. 14.32 12.65 1.95 1.78 13.32 13.78 2.62 2.77
Discount to Region -41.0% -40.9% -14.2% -15.2% 48.4% 46.7% 1.26x 1.40x

The Pakistani stock market is trading at a hefty discount
to comparable regional markets due to the general
security situation as well as political uncertainty. However,
the Pakistani Armed Forces are tackling the security
situation head-on and the overall situation is expected
to get better by 2016 through the successful operation
Zarb-e-Azb. As far as political uncertainty is concerned,
a democratic set-up has been in place since the year
2008 and a smooth transition also took place in 2013.
Therefore, the Pakistani stock market is expected to
be re-rated within the next 1-2 years and the discount
differential will reduce substantially, meaning that the
year 2015 is the right time for medium to long term
investors to take a view on Pakistan.

15-Year USD-Based Returns of the Pakistan Stock Market

Year USD Returns of Equities
Pakistan India China Turkey Sri Lanka Bangladesh Vietnam Indonesia Malaysia

CY04 34.0% 18.7% -16.3% 40.4% 31.4% 42.1% 31.3% 14.3%

CY05 52.7% 37.3% -5.3% 58.4% 30.7% 27.3% 9.6% -0.3%
CY06 3.2% 49.3% 128.5% -6.1% 34.6% 1.6% 142.4% 69.7% 30.6%
CY07 38.5% 65.3% 179.5% 71.8% -7.7% 106.1% 23.6% 45.6% 40.4%
CY08 -67.5% -61.6% -63.6% -63.3% -43.1% 10.1% -68.8% -58.3% -42.1%
CY09 50.3% 89.9% 96.7% 102.1% 122.5% 35.5% 48.3% 121.1% 46.9%
CY10 26.0% 22.2% -9.6% 21.3% 102.1% 100.1% -7.2% 52.8% 33.5%
CY11 -10.1% -36.5% -21.3% -36.6% -10.8% -43.3% -32.8% 2.4% -2.5%
CY12 38.0% 21.3% 8.7% 61.7% -17.1% -18.2% 18.8% 4.6% 14.3%
CY13 37.8% -3.0% -5.0% -28.0% 2.3% 1.0% 20.5% -20.3% 3.2%
CY14 33.3% 27.3% 48.0% 16.3% 23.1% 11.1% 6.6% 20.1% -11.6%
*CAR 17.9% 9.3% 12.9% 1.8% 13.8% 14.0% 4.2% 16.4% 7.1%
*Compounded Annual Returns

16
Banking & Finance
Pakistan's banking sector has remained remarkably
strong and resilient during the world financial crisis in
2008–09, a feature which has served to attract a
substantial amount of FDI in the sector over the past
decade, with the central bank (the SBP) having won
global awards for being amongst the best banking
sector regulators in the world.
Industrial Sector
Large-Scale Manufacturing & SME
Pakistan's industrial sector accounts for approximately
24% of GDP. Cotton textile production and apparel
manufacturing are Pakistan's largest industries,
accounting for about 66% of the merchandise exports
and almost 40% of the employed labour force. Other
major industries include cement, fertilizer, edible oil,
dairy products, food processing, beverages, and oil
refining etc. The government is continuing to privatize
large-scale industrial units, and the public sector
accounts for a shrinking proportion of industrial output.
Large Scale Manufacturing (LSM) is the fastest-growing
sector in the Pakistani economy.
In Pakistan, SMEs have a significant contribution in the
total GDP, according to SMEDA and Economic Survey
reports, the SME share in the annual GDP is 40%.
Automotive Industry
The auto sector currently contributes 16% to the
manufacturing sector and the number is expected to
be 25% in the next 7 years.
Construction Materials
In 2013, Pakistan exported 7.8 million metric tons of
There are thriving E-com opportunities with high 3G/4G LTE connectivity
in the region. E-commerce in Pakistan has an ever expanding fanbase
and is set to go far in the region
cement. Pakistan now has an installed capacity of 44.8
million MT of cement and 42.6 million MT of clinker. The
cement industry is one of the most profitable industries
in the country.
IT Industry
The IT industry in Pakistan grossed over $2.8 billion in
2013, however it is expected to exceed the $10 billion
mark by 2018. A marked increase in software export
figures is an indication of this booming industry’s potential.
The Digital Revolution
The E-commerce industry in Pakistan is currently at
an extremely exciting stage, and the outlook for local
entrepreneurs and venture capitalists is strong in the
medium to long term. Being one of the largest
in the world in terms of population size, Pakistan has
an ever-expanding Internet base presently at 31
million users.
• The next 500 million internet users are going to
come from Pakistan, India and others
• 110 million 3G/4G users are expected by 2019
• Mobile subscription in Pakistan is approx. 140
million, one of the highest teledensities in the
world
• Internet penetration is 16%, which is higher
than India
• Mobile penetration is higher than India; 74% vs.
72.1%
• Smart phone penetration is higher than India;
3.7% vs. 3%
17
 TCS Snapshot
Established 1983, now in its 4th decade of
successful operations
Over 100 million Kg per annum
Dedicated chartered Boeing 737 aircraft
Over 129 million shipments per annum
2,000+ locations in Pakistan
15,000 Corporate Customers
Over 10,000+ Professional People including
4,000+ Proficient Couriers
740+ Express Centers (Retail Outlets),
where 12 million shipments are booked
annually, with a daily walk-in of 40,000
customers
TCS has an extensive network with offices
in 380+ cities
480+ Satellite-tracked delivery vehicles
covering 27 million kilometers annually
across Pakistan Port Muhammad Bin Qasim
All major TCS locations are connected
through mesh topology network through
Microwave, Fiber and RF Media
18
In-house developed, smart phone Mobile
App for Pickup and Delivery operation.
State-of-the-art Warehousing Facility
spread over 655,000 sq. ft. approx. in
Karachi, Sukkur, Lahore and Islamabad
Pakistan’s fastest Digital Production
Printing Facility at Karachi and Lahore
with a capacity to print 3.5 million pages
and 1350,000 stuffing of envelopes per
day; Printing facility is ISO 27001:2005
Information Security Management
System and ISO 9001:2008 Quality
Management System Accredited
Visa Drop Box Services for 9 countries;
India, Spain, Malaysia, Egypt, Tunisia,
Italy, Malta, South Africa and Thailand.
Umrah/Hajj packages & Airline tickets
are also available
24/7 dedicated Call Centre in Karachi,
Islamabad & Dubai
TCS has the true privilege of
having 30+ years of experience
as well as heritage. We have a
wide network expanding the
length of Pakistan, with 740+
outlets across the lands and a
presence in 380 cities. Having
as many as 480 satellite
tracked vehicles with
state-of-the-art infrastructure,
TCS enjoys the position of
being the trendsetter when it
comes to innovation in
technology. We also have the
fastest digital printing facility in
the country, setting us apart in
the industry.

19
 Milestones

1983 1985
• TCS was founded in • Countrywide Network Expansion to over 100 locations to
Pakistan with 12 stations meet Pakistan Banking Council need
and 25 bookings on the
first day • Established a countrywide dial up IT link up

1989 1990
• Established Sentiments Express - A Unique Gift • Emerged as the leading courier
Delivery Service company in Pakistan – High
Growth Years
• Established company in the UK

1991 1993-96
• Bid for the first private airline license
• Air operations under own AOC/license in support of
in collaboration with British Airways
courier operations

1997-99 2001-02
• Formed own Aviation setup - Inducted first • Harvard Business School undertook a case
AN-26 study

• Established our operations in UAE and later in • Re-designed and standardized the courier
Canada uniforms
• UK Expansion
• Established a dedicated logistics entity

2003 2004
• Formed Road Transport • Corporate office at KHI Airport
Company (Renamed TCS
Logistics in 2006) • Octara launched

20
 Recognition

2005
• Inducted bigger AN –
12 Aircraft into TCS
Aviation Fleet
2006
• Inducted a Boeing 737 – 200
Aircraft into TCS Aviation Fleet
• Established Mail Management
Solutions division & Print shop

2006-07 2007 Harvard Business School

• Won the Logistics & • TCS awarded Super Brand title recognized our achievements and
Printing project of • TCS awarded Brand of the
Election Commission Year Award developed a prestigious case study
of Pakistan • TCS won 1st Telecom in 2003 for its 'International
Excellence Award Entrepreneurship' MBA course. ‘A
• Implemented ISO 9001: 2000 model of a highly effective company
in TCS Logistics
from the developing world’ is how
TCS is mentioned in the textbooks
2009 2011 used by Harvard Business School.
• Inducted yet a • TCS case study in ‘Principles of With this achievement, TCS has
bigger Boeing 727 Marketing – Philip Kotler’
into TCS • Launch of Agents network – Business become the first organization in
Partner Program Pakistan to have a case study
• Aviation Fleet • Major growth in TCS Warehousing
Retail Franchising written on it by Harvard Business
was launched • Launch of Distribution business School.
• SBP provided provisional permission
for establishing MFB

2012
• Development and Launch of
“Voice of Customer” (VOC)
• Soft launched the
e-Business division & TCS
Connect e-market place

Philip Kotler, the international

marketing guru, in his latest South
2014 2015 Asian edition of “Principles of
• TCS Holdings (Pvt.) Ltd. • Launch of We Move You Marketing,” carries a case study on
formed for vesting • Launch of Yayvo
ownership of TCS • Launch of Hazir TCS, and also a special mention of
Group Companies in the TCS Sentiments Express
Pakistan
Website. These are now being
• Launch of TCS HAZIR
• TCS E-com (Pvt.) Ltd. taught at business schools across
was formed South Asia.

21
 Advisory Board
Khalid Nawaz Awan
Founder and Chairman
Mr. Khalid Awan is a Mechanical
Engineer by education, and is
the subject of a Harvard
Business School case study on
Entrepreneurship.
Besides business, he gives his
time to numerous social and
philanthropic activities nationally as well as in countries
where he has lived. He is a lifetime member of 'World
Presidents Organization' - WPO, and a past Chapter
Chairman of the 'Young Presidents Organization' -
YPO. He has also served as a Director of
Canada-Pakistan Business Council, and on the Toronto
Committee of the Human Rights Watch – HRW.
Mr. Awan has chaired the 'Corporate Award
Committee of the 'Management Association of
Pakistan' -MAP, and he serves on the Pakistan National
Committee of the International Chambers of
Commerce (ICC). He has served on the 'Transportation
Committee of the Paris based ICC from 1997 - 2007,
and represented the ICC at the United Nations 2003
General Assembly Session on Millennium Development
Goals. He has also advised the Government of
Pakistan on development of Postal Services.
Mr. Awan is a member of the Chartered Institute of
Transport, and a Fellow of the Royal Aeronautical
Society of the UK.
M.A. Mannan
President & Chief Executive Officer
M.A. Mannan is the President
& CEO of TCS Holdings Limited
bringing with him over 22 years
of business experience both
locally and internationally.
Mannan strives to embody the
TCS tagline “We Move You” and
keenly works to be a force of
inspiration in adding value to the lives of others – be it
the employee or the customer. What drives Mannan,
22
is innovation; he believes that in every sphere of
business, systems and processes evolve and so we
all must grow accordingly.
Prior to joining TCS, Mannan served as the Executive
Director at Silkbank where he was responsible for
Islamic Banking and also spearheaded the Mergers
& Acquisitions activities to deliver the best value for
the Bank.
Having completed his MBA from one of Pakistan’s
finest business institutions, the IBA, Mannan began
his professional career at Citibank Pakistan
(1991-2003) where his focus was on Consumer
Banking. In his final assignment at Citibank, Mannan
was based in New York responsible for Cross-Selling
to customers across all Citibank Cards portfolios
consisting of 93 Million customers across the USA.
Mannan further built on his headship experience in
the financial sector, as Deputy CEO of UBL
(2003-2005) where he was responsible for consumer
and commercial banking as well as international
operations. He then went on to serve as CEO of Dubai
Islamic bank (2005-2010) where he was responsible
for launching the franchise in Pakistan and leading it
to its current status of being one of the largest Islamic
banks in Pakistan. He also served at Citibank Pakistan
(1991-2003) from where he began his professional
career.
Mannan has also served as the Chairman of the task
force on remittance to Pakistan. He envisioned and
created Pakistan Remittance Initiative (PRI), a joint
venture between the State Bank of Pakistan, Ministry
of Finance and Ministry of overseas Pakistanis. This
was a breakthrough program which delivered more
than $14billion in 2012/13. He is also an Ex Member
of the Revenue Advisory Council to Federal Board of
Revenue (FBR) in Pakistan.
On a more personal note, Mannan is an avid
sportsman and he strongly believes that sports is the
best way to learn discipline, focus and leadership.
 Saadia Awan Irshad Ali Shaban
Ali Kassim
Mrs. Saadia Awan is wife of the (MBA USC, CA)
Chairman, Karam Ceramics Limited
Chairman and Founder, Mr.
Khalid Awan, and has been by Mr. Irshad Kassim serves on
his side throughout the various the Board of Directors of the
stages of business and Industrial Promotion Services
organizational development. Pakistan and KASB
Corporation Ltd. He is
She played an active role in the early years when all Honorary Consul of Tajikistan in Karachi, and Chapter
hands were needed on board. As Director since 1992, President of the American Business Council and
she has a keen focus on quality and efficiency of the Member of its Board of Directors.
organization.
Mr. Irshad Kassim also holds the Education Chair of
Nilofer Saeed the Young Presidents Organization, and his interest in
Owner, Hobnob Group
Director, The Citizens Foundation sports and the less privileged has led him to be the
Founder Member of the Special Olympics Pakistan.
Nilofer Saeed is the owner of the
Hobnob Group comprising of
His interest in Health has him working as the Finance
N’eco’s Natural Store & Café,
Director and Member Board of Directors of The Kidney
Hobnob Café, Hobnob Bakery
Center, and he is a Member of the Annual Giving
and Hobnob Express Café. She
Committee of The Aga Khan University Hospital.
launched Copper Kettle Café
which was the first restaurant of
its kind to offer a wide variety in western, continental Feroze Dada
and Pakistani cuisine. To date there is one branch of (FCA, CTA, MCIArb)
Chairman, Crowe Clark Whitehill
N‘eco’s Café, two N’eco’s Natural store, over 17 (London) Ltd
branches of Hobnob Bakery, one Hobnob Café, and
two Hobnob Café Express food court outlets.
Mr. Feroze Dada specialises in
tax planning for foreign
N‘eco’s Natural Store & Café is the first and only one
corporations and individuals
of its kind, serving natural, healthy and organic food.
setting up business in the UK,
It incorporates a deli and store that sells products of
and UK corporations and
the same categories, also including alternative healing
individuals locating abroad. He qualified as a Chartered
and homeopathy. Hobnob Café is a rebranding of
Accountant in England in 1977 and formed Freeman
Copper Kettle and still maintains the same quality of
& Partners, Chartered Accountants in 1982 which
food and service since 19 years. Hobnob Café Express
merged with Crowe Clarke Whitehill LLP in 2010.
is an extension of Hobnob Café, currently located at
Dolmen Mall Clifton and Tariq Road. These outlets
He is the author of a number of articles published in
serve the very best the entire group has to offer.
taxation journals and of the publication Interest Relief
Hobnob Bakery is Karachi’s largest chain of Bakeries
for Companies and also a former lecturer on taxation.
and has over 17 branches to date.
Feroze is a non-executive director of Reyker
Nilofer is also the first and only female on the board
Investments Ltd., European Middleware Consulting
of directors for The Citizen’s Foundation- a charity
Co., Ltd. and Chairman of Chargebox Ltd., Founder
dedicated to providing education to the underprivileged
Trustee of The Inle Trust (Charity). He is Member of
children of Pakistan. She was awarded this position
Council: Institute of Chartered Accountants 2009-2013
due to her successful fundraising efforts as a member
(England & Wales).
of the Supporters of The Citizen’s Foundation.

23
 The New Structure

TCS has always come forth with bright visions for the
future that it accomplishes with flair every time. On August
11, 2014, TCS Holdings was formed, in order to bring
forth new opportunities to synergize TCS’s strengths. It
called to structure ourselves in a way that the right people
are positioned at the right places, as well as to assure
every worthwhile project that is brimming with potential,
is correctly funded. With the new set up in place as well
as a committed, driven management team, TCS holdings
aims to cross into new frontiers, be the trailblazer it has
always meant to be, and to chart new waters.
To ensure that the new structure is more
customer-oriented, the businesses have been divided
into four key segments of consumer, corporate,
international and E-com. All these segments perfectly
fit into the overall structure by providing complete
solutions to the customers in Pakistan. TCS continues
to see the customer as the focus of everything it does,
and would like to add further value to their lives by
spreading the reach and radius of the company’s
operations even wider.

TCS Holdings was formed to bring forth new opportunities

and synergize TCS’s strengths in a new consumer oriented
structure made up of four basic businesses, i.e., Consumer,
Corporate, International and E-com

24
 The new structure of TCS overlooks
the four businesses through 14 different ventures:

C onsumer Corpora t e Int e r na t i o na l E-c o m

25
26
Consumer

TCS consumer is one of the most profitable
segments of the organization. This is also
the segment which most people recognize
and has become synonymous to the word
courier i.e. TCS ‘Kardo’. With foot fall of
around 40,000 cash customers everyday,
TCS welcomes them with open arms in more
than 740+ well established retail outlets in
more than 380 cities across Pakistan. TCS
considers its customers as the engine behind
business and values them with dedicated
service and customer solution. Whether it is
a document, parcel, electronic gadget, heavy
Consumer
items or the fragile one, we consider them
as most important and make every effort to
deliver your shipment within promised time.
Not only this, consumer department tends
to make travel easier for its diverse range of
customers with different needs with our tour
and travel facilities along with visa services.
Even if you are not travelling abroad and
moving your home/office domestically, we
offer Home Movers services as a reliable
form of transportation for your equipments
and assets.

TCS ‘Kardo’ is a term conveniently coined by our walk-in

customers that exceed 40,000 every day visiting our
740+ express centres available in more than 380 cities
nationwide.

The business includes:

• Express
• Logistics
• Financial Services
• Intiana
• Visatronix

Further we also facilitate TCS Sentiments, E-Business and International through

our Express Centres.

27
 Express
Express is the flagship product of TCS consumer
division. Facilitating walk in customers at various
Express Centres across Pakistan, we are offering
different services to different customers with diverse
needs, generating revenue of Rs. 2.5 billion annually.
Operating model
TCS express has been functioning since 1983.
Starting from less than 10 shipments a day we have
crossed more than 40,000 shipments per day. This
expansion with time made the business look for
alternate viable operating models. Therefore, we
operate in 4 different business models that are
mentioned below;
A. Company Maintained Express Centre
B. Franchise
C. Agent
D. Branch
Red Box
Red boxes are specifically designed to send parcels of
different weight that includes box of 2 kg, 5 kg, 10 kg
and 25 kg.
Express Flyers
Flyers are designed for special delivery of documents,
mobile and passports.
Overnight
This is our flagship Express service. Nearly 80% of our
shipments come under its category.
2nd Day Express
We deliver your shipment 2nd day of Booking. This cost
28
effective alternate for your important shipments that are
not urgent.
Same Day Delivery
For most urgent shipments, we arrange same day
delivery services in certain cities.
Student Express
This amazing service delivers your documents to the
college, university or any other educational institution of
your choice anywhere in the world.
Supplementary Services
That includes holiday delivery, special handling services
for fragile and other sensitive shipments and out of
service area delivery.
Self Booking
Customers have an option to book shipment at the
convenience of their home/office. They can even self
book the shipment at our express center facility to avoid
rush.
TCS Time Choice
TCS Time Choice is a highly convenient service for
consumers who wish to decide the time and place that
their packages can be delivered. It gives them the
freedom to decide the delivery date and time, any time
within the ten days after booking or confirmation of their
order. Consumers can choose any half-hour slot within
ten days of booking, and their shipment will be delivered
within that time, without fail. This product has been
designed to ensure customers who may have special
circumstances or may even be out of town don’t miss
their delivery, and go through the hassles that come
with it.
As the name implies, TCS Hazir is a one-of-a-kind pick-up and
delivery service, which is available 24/7, 365 days a year. Under
TCS Hazir, there is an array of services available for our customers;
including a 60-minute pick-up or delivery of consignments, TCS
Hazir Time Choice facility and TCS Hazir Sab Kuch.

Given the fast paced lives of our customers for whom time is the
most important asset, TCS Hazir comes in highly useful especially
for consumers who wish to minimize time hang-ups. The
60-minute pick-up or delivery service was initially introduced in
Karachi, Lahore, Islamabad and Rawalpindi but after gaining
popularity, the service is being extended to other parts of the
country as well. This service facilitates the customers by offering
them the freedom to have their packages, documents or parcels
with sizes ranging from 2 kg to 25 kg, picked up by a courier
within 60 minutes.

To make TCS Hazir stand truly as a symbol of innovation, TCS

Hazir Time Choice has recently been launched, which enables
customers to get their shipments delivered on the day and time
of their choice and convenience. Our customers can also choose
from an available 60-minute slot for delivery within five days of
booking and can also get a refund if the shipment is not delivered
“Hazir is an “Urdu” term, which
on time. What more convenience can one ask for!
in literal terms, means “present”.
This is exactly what Hazir aims
With an even bigger objective of revolutionizing the logistics
to do, to be PRESENT in our
industry of Pakistan and to unleash the potentials of e-com
customer’s lives and to provide
business, TCS Hazir is now all set to offer an unparalleled service
them with whatever they may
to its customers under the banner of TCS Hazir Sab Kuch.
require. We have a strong vision
Sab Kuch, as the name suggests, is the ultimate solution provider
backing Hazir, and it eventually
to almost all our customers’ needs. From grocery shopping,
aims to become a concierge
paying bills and picking up clothes from the tailor to an extent
service devoted to delivering
that, in case, our customers forget any important documents at
BEYOND our customers’
home and they require it at their workplaces, Sab Kuch would
expectations. It is a truly one of
pick it up and deliver it to them at their required destinations within
a kind service that is a symbol of
the desired timeframe. innovation.”

TCS Hazir customers no longer have to experience the hassle

M.A. Mannan
of visiting an express centre but, they can now simply call
111-123-456, or Tap TCS Hazir on the TCS Couriers App
(available on Android and IOS) to have anything from anywhere
picked up and delivered.

We believe the future of TCS is Hazir, because not only is it

a service that offers the most in terms of convenience, but it
is a perfect encapsulation of everything that TCS stands for.
29
 TCS Home Movers
Moving your home or office is more than just an
investment of time, effort and energy. It is also a financial
investment, which is why whatever company you choose
should be one that understands your specific needs in
terms of the moving process. This is where the TCS
Home Movers can be of assistance.
TCS Logistics brings for you TCS Home Movers; that
ensures you are not only working with professional
movers, but also with a service provider that understands
the value of your personal assets. This means that a
home moving company knows how to get your items
packed up safely, with an eye towards preservation,
before, during, and after the move, as well as the best
way in which to transport them from one location to the
next in a safe & sound condition.
TCS Overland
Formed 2 decades ago, (year 1989), TCS Overland
Express is also the market leader in door-to-door goods
30
transportation business in Pakistan by land through 40
and 50 ft. containers.
This business is particularly suited for your heavy
consignments to be moved by 480+ Satellite-tracked
delivery vehicles in around 380+ cities through the TCS
network of offices in the country.
TCS Intiana
Intiana Travel and Tours, a division of TCS (Pvt.) Limited,
commenced its operations in May 2004. The Division
is playing a major role in the uplift of the country’s dormant
travel & tour industry. Intiana provides specialized services
in air ticketing on all domestic and international carriers;
whether it is spiritual, business or leisure travel, the
company offers exclusive packages to its customers.
Intiana also offers customized travel packages to suit
the budgets of its customers catering to all segments
of the market.
It has special packages to cater to the customers who visa applicants in the non-immigrant (work, visit, study)
intend to travel for Hajj & Umrah with easy travel plans categories for applicants all over Pakistan for popular
and all the convenience they desire. destination from around the world.

Intiana is the highest potential segment and can be • Malaysia

developed into one of the biggest consumer business • India
of TCS by simply leveraging on the extensive network • Spain
of 740+ Express Centres. Even with no major additional • Italy / Malta / Greece
• Egypt
investment, we can become the largest travel agency
• South Africa
of Pakistan simply by offering this service at all our
• Tunisia
Express Centres.
• Thailand

TCS Visatronix To offer further convenience, Applications are booked

With the mission of becoming the market leader by virtue on a “Return Service Basis” at selected TCS Express
of becoming the most trusted name in Visa Drop Box Centres in all major cities.
Services, TCS Visatronix extends drop box facilities for

31
 TCS Financial Services B. Family Takaful:
(Islamic Insurance)
TCS Financial Services aims to be the preferred service
provider of financial services in Pakistan by creating a) Saving Plus Plan (For Saving & Investment Planning)
internal and external strategic alliances, customer friendly
products, creative delivery channels and building strong C. Health Insurance:
customer relationships. We will provide the right financial (Health Coverage - Free Hospitalization Card for
solution to our customers by focusing on technology, individual, family and group)
human resources and product development.
D. Personal Accident Insurance:
Scope of business is “Selling and distribution of Financial (Accidental OPD, Death and Dismemberment Coverage)
Services including Insurance, Branchless Banking as
sales/distribution agents of selected E. Travel Insurance:
institutions/companies through TCS Retail, Sales (Affordable and convenient travel insurance plan)
Solicitors, Call center, dedicated sales team.” Following
products are offered under the ambit of TCS financial
services.

A. Life Insurance:
a) Taleem Plan (For Children's Higher Education
Planning)
b) Shadmani Plan (For Daughter's Marriage Planning)
c) Mehfooz Mustakbil (For Saving, Investment &
Retirement Planning)

32
Logistics
TCS Consumer has also designed various logistics
products to cater customers who deal with heavy
shipments on daily basis. Details are given as below;
TCS Trade Express
Trade Express was launched a few years back to actually
capture the market of small traders, wholesalers and
distributors, who cannot afford the TCS OLE Tariff for
cash customers and don’t want to maintain a monthly
account based on their business nature and market
trends.
This service was initially offered in KHI and now after
successful results, we are launching it in LHE and other
potential areas.
• Hub to Hub service (Means at origin shipment
booked at TCS premise & at destination shipments
delivered at TCS premise)
• Hub to Door service (Means at origin shipment
booked at TCS premise & at destination shipments
delivered at customers provided address)
TCS Cargo provides fastest by road connectivity and
offers very competitive rates.
Its target customers are
• Walk-in customers (sending their high weight &
volume shipments).
• Wholesalers
• Small & Medium Traders
• Small Manufacturers
• Suppliers & Vendors

TCS Cargo Our targets markets / business areas are

TCS Cargo is a new product, launched on retail platform • City Commercial & Business Centers in main cities
(Booking on TCS Cargo Centres & Designated TCS • Bus Stops
Express Centres) by TCS Logistics, it offers; • Railway Stations

33
34
Corporate

For years, TCS has extended beyond the realm
of traditional courier companies and entrenched
itself as a leader in logistics services across
Pakistan by providing customized solutions
for business across varied verticals. By
providing efficient & effective logistics
solutions to various industry segments, TCS
has played a key role in facilitating the
country’s economy. Our commitment to
excellence and innovation has allowed us to
maintain successful partnerships with
customers, be it via our high-tech
warehousing and distribution facilities, our
top-of-the-line digital printing and bulk mail
solutions or customized solutions for retail
Corporate
distribution. Our various products and
services have helped move our customers
as well as several businesses forward.
Further building upon this philosophy, TCS
has established the first Supply Chain
Advisory in the country with the objective of
comprehensively assessing the industry’s
present and future supply chain logistics
needs and by providing customized solutions
that improve efficiencies and optimize costs.
TCS intends to further strengthen its
integration with the businesses in Pakistan
as their long term and integral supply chain
logistics partner.

At present we are the preferred partner for some of the

biggest corporate names in Pakistan, including Mobilink,
Telenor, Ufone, Zong, PTCL, Atlas Honda, Unilever, P&G,
Engro, GSK, and Novartis to name a few. In the banking
industry we have managed to capture 70% of the market
share, in the telecom industry we’ve captured 90%, 70% of
the textile industry’s market share and 75% of the
automobile industry now use our logistic services.

35
 TCS Supply Chain Advisory

Inventory Packaging
Order Fulfillment
and value added services

Raw Material Storage Mail Management

and Warehousing

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 we’re most 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 Pakistan’s 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 & 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.
Tracking & Technology
401 satellite tracked vehicles proudly move over 129
million shipments per annum, providing customers with
door-to-door cargo movements and an array of
transportation services and are stationed at more than
2000 locations nationwide.

“TCS, with its new supply chain management solution, aims to meet the needs of its corporate customers in a smooth
and more efficient manner. With this, we’d be further enabled to better connect with customers by understanding their
business, gauging their supply chain needs and challenges and developing customized solutions to add value to their
business.”
M.A. Mannan

36
 Distribution
Tracking and
Technology
Warehousing & Distribution
TCS offers state-of-the-art, dedicated as well as
multi-user warehousing facility which is spread over
650,000 sq. ft. across Pakistan. The Inventory
Management & Warehousing process is automated.
We also offer a Web-based Inventory Management
System (WIMS), which provides online real-time
information to customers for ordering, monitoring and
managing their stocks efficiently.
Race to Rural Program
The latest addition to the TCS business portfolio is retail
distribution, where TCS is offering its customers the
much needed ‘reach’ across Pakistan by establishing
distribution pockets for manufacturers and importers.
The TCS Race to Rural Program opens up a new world
of possibilities for our clients, allowing distribution to
semi-urban and rural areas across the nation, that
previously were unreachable. By establishing distribution
pockets in various far-flung areas, we’re able to reach
people and businesses with ease and convenience,
giving our clients the perfect infrastructure to connect
with their customers. Various multinationals such as
P&G, Unilever, Philip Morris and Shan Foods distribute
their products via our Race to Rural Program.
E-com Retail
Platfrom
Warranty
Management
Web based Customer Facilitation
Portal
TCS COD Customer portal is a web based application
that provides a one window solution to our E-com
customers with the following options:
• Order placement with TCS
• Online Shipment Tracking
• Query/Complaint Registration
• Online chatting with TCS representative
• Report options for viewing business
transaction details
E-com & Supply Chain
Through our E-com platform, our corporate clients are able
to get an alternative distribution channel with a much wider
reach that allows for a larger connectivity network. Not only
is it more innovative, but can be utilized without incurring
major cost.
Aviation
TCS Aviation, a division of TCS, specializes in delivering
customized air freight solutions for freight forwarders,
pharmaceutical industry, charities & relief organizations,
government departments, airlines, general sales agents,
oil & automotive industries and brokers. TCS Aviation
operates with a dedicated fleet of aircraft & worldwide
offices in Pakistan, Dubai and London. It assures that all
the air freight & charter requirement are fulfilled.
37
38

International
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, TCS’s
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 TCS’s
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 over 8 million Pakistani diaspora around the world and
with rapid proliferation of connected devices and services, TCS
International has immense potential for moving shipments to
and from Pakistan, for Pakistanis globally.”
M.A. Mannan
International
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 clientele’s every needs,
but foresees them through thorough
research. It stays on top of changing trends,
ensuring the best international courier services
is 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 helps move their entire
businesses, their ambitions and goals.
39
 Products & Services
Document & Parcel Express Services
worldwide
TCS Express Centres 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 aforementioned 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 25kg, 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.
40
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.
Freight Forwarding
TCS offers a whole range of freight solutions for local,
national and international destinations, with its Freight
Forwarding services.
Pakistani Passport Deliveries &
Attestations
Given that TCS aims to deliver happiness and ease
to our customers in each aspect of their lives, we
decided to go beyond simple document and parcel
delivery and really think out of the box. TCS facilitates
the delivery of passports at our customers doorsteps
for the Pakistani community living abroad, in a highly
safe and secure way. Not only this, we simplify the
attestation processes that are done exclusively through
various embassies and foreign affairs through our
special ties with the Pakistan High Commission
Missions in UK and UAE. This not only helps our
Pakistani customers living abroad feel more secure,
but offers them a feeling of solidarity and connection
with their nation.
TCS UAE
UAE is one of the most rapidly developing economies
of the world. It boasts of the highest per capita income
in the world, which, in itself, places it quite high up on
the list of destinations brimming with opportunity. There
is no foreign exchange control, quotas or trade barriers
holding back the UAE market, so its various market
industries are thriving and full of potential for
international and local customers. Furthermore, the
import duty in UAE is only 5%, which includes all and
any exemptions. There is a 100% repatriation of profits
and capitals making it very lucrative for the business
community. There is a globalized business community
residing in the UAE, and it is also a regional HUB for
major MNC’s. No income tax, corporate tax or
withholding tax is set on the natives.
UAE houses some of the world’s most modern
infrastructure facilities, quickly getting on the map for
architectural genius. Not only is the UAE home to the
world’s tallest structure, but is known for its massive
retail industry. Economically, it has a stable currency,
where 1 US Dollar is equal to 3.66 Dirhams.
The UAE population is very diverse; it is essentially a
densely multicultural country, with a work force ranging
from all over the world, approximated at holding
nationals from 150+ countries. This makes for a very
cosmopolitan culture, with a high tolerance for different
religions and customs. It houses some of the biggest
airports and seaports in the world. It has a
state-of-the-art telecommunications system, with
diverse data networks provided for its multicultural
natives. There is a strong presence of an E-governance
system, with transparency practiced in terms of law
and order. Given the widely diverse population, the
financial and services sector is highly sophisticated as
well, to cater to every need. There are top international
exhibitions held in the UAE, and it is one of the most
prestigious locations for conferences from around the
world. The biggest element that TCS can capitalize
on in terms of logistics, is that the UAE houses 1.2
million Pakistanis. It caters to this population diligently,
predicting their every need and providing swift solutions
for it, from the heart.
TCS began its operations in the UAE in 1996 and has
become one of the leading logistics services provider
in the region. Today it is the third largest domestic
service provider out of more than 130 courier
companies operating in the local market.
TCS was also the first one to initiate the co-loading
business in UAE in 2005-06 by promoting the Dubai
hub for regional markets. The iconic launch of the draft
service for the large diaspora of Pakistani, Indian, Sri
Lankan and Bangladeshi communities was a key
highlight of the UAE business. After this, the first Mail
Room Management contract was signed with UBL
and UAB in 2009. TCS UAE facilitated the banking
sector by extending debit and credit cards delivery
service to them.
41
 The year 2012 also marked some key achievements for
TCS UAE as they signed an exclusive agreement with
Embassy and Consulate General of Pakistan for delivery
of MRP and NICOP. In the same year, they also moved
towards multi-model transport solutions by establishing
a small freight unit.
Today TCS UAE handles more than 1 million shipments
annually and has a strong presence locally and
internationally with over 125 employees, a fleet of 58
vehicles and outlets in all the major cities of the country,
including Dubai, Sharjah, Abu Dhabi, Free Zone and
Ras al-Khaimah.
pickup and delivery. Not only does it offer the ease
and convenience of getting shipments delivered or
picked up from home, but is especially important for
our UAE customers, given that TCS outlets are not as
widely available as they are in Pakistan. TCS has also
expanded its fleet with the addition of new vehicles
with the latest technology tracking systems reflecting
modernity and an enhanced new brand image.
Going forward, TCS is also developing more programs
and alliances to strengthen its position within the region.
Strategic alliances are being planned to further expand
our retail network, and penetrate the G.C.C Market.

Our Vision for UAE TCS also intends to set up its own warehousing and
distribution in the trade free zone, and introduce
After serving Pakistan for more than 30 years, TCS
freighter services in the UAE - Pak corridor to attract
also wants to be the number one choice for Pakistanis
general sales. Besides this, special E-com products
living abroad, specifically in the UAE. Hence, it aims
like Sentiments Express and Yayvo will also be
at offering complete end-to-end solutions with quality
introduced for the UAE.
services to both consumer and corporate segments.
Customer services have been made available 24/7 to
The UAE exchange program is the first step towards
cater to the high service level demands in Dubai.
this direction. In collaboration with Emaar, Emirates
Bank and Islamic Bank of Abu Dhabi, we will place
The latest technology hand-held devices have been
TCS counters at more than 100 of their outlets to
made part of our UAE operations to ensure real-time
promote our E-com platform.
visibility for couriers. The breakthrough product, TCS
Hazir, has also been launched to offer 60 minutes

“After serving Pakistan for more than 30 years,

TCS aims to become the number 1 choice in courier
& logistics for our customers in the UAE.”
M.A. Mannan

42
43
44

TCS Holdings ensures it stays on top of the
ever-changing trends in its consumers, and
no other industry changes as rapidly and
with as much effect as the E-commerce
industry. The market of E-commerce in
Pakistan is at an extremely exciting stage
given that it is still exploring and finding its
own feet. The outlook for local entrepreneurs
as well as venture capitalists remains strong
in the medium to long term, which has helped
many businesses, small and larger, to operate
successfully and to build a customer base
that would have been otherwise impossible
to reach. Being one of the largest countries
in the world in terms of its population size,
Pakistan has an Internet base that is
constantly expanding, currently resting on
31 million users. It is forecasted that the next
500 million internet users will come from
India, Pakistan and other neighboring countries,
which makes the E-commerce scenario ever
the more exciting. It is expected that by the
year 2019, there will be 110 million 3G and
E-com
4G users, which will translate to a rapidly
expanding E-com market. Besides this,
mobile subscription in Pakistan is currently
approximated to be 140 million, which is one
of the highest telecom densities in the world.
The current Internet penetration rate is 16%,
which is higher than India. This number is surely
going to rise in the next 3 years, what with
the advent of the digital revolution. Mobile
penetration in Pakistan is at 74%, which is
slightly higher than that of India that rests at
72%. Smartphone penetration is also higher
than India, which opens up opportunity for
E-com to take its hold. Hence, in Pakistan,
E-commerce is a revolution waiting to
happen and TCS aims to capitalize on this
$410 million market. The current
E-commerce sales are estimated to be at
$30 million with 7% conversion. E-commerce
remains a global phenomenon with 80% of
the online population choosing to shop online
instead of visiting outlets.

"With e-commerce industry booming and gaining momentum in Pakistan,

TCS is nowhere behind. In fact, we are far ahead when it comes to
bringing everything at the doorstep of our customers within minutes.
When you remove the physical boundaries of a store, you offer a plethora
of convenience to your customers; and this is what TCS stands for –
making customers’ lives convenient and easy.”

M.A. Mannan

45
 With the enormous potential of E-commerce in
Pakistan, TCS E-COM (Pvt.) Limited, a separate entity
of TCS Holdings (Pvt.) Limited, plays an important role
in this key focus area for the company. TCS, with a
solid and reliable system of logistics services in
Pakistan and globally, automatically presents itself as
the strongest market player for E-commerce industry
in the subcontinent.
Interestingly enough, while other E-commerce
businesses are struggling with the last mile to the finish
line, mainly a reliable system of logistics; TCS has that
entire area of business covered and literally owns the
logistics aspect of E-commerce in Pakistan for its own
online shopping sites as well as in supporting the entire
ecosystem of the E-commerce industry in Pakistan.
46
Currently, TCS E-com has Yayvo.com
(www.yayvo.com) and Sentiments Express
(www.sentimentsexpress.com) as the main business
lines, offering unique customer experiences for online
shoppers, as well as walk-in customers at over 750+
TCS Express Centres nationwide.
The E-com team has a distinct and fun work culture;
bringing together a team of dedicated and passionate
professionals who live by “we love what we do, and
we don’t consider it work”. The E-com leadership
team is a group of people from diverse backgrounds
and previous stints in the fields of digital and online
marketing, IT, customer services, vendor management,
operations, B2C and B2B management.
Yayvo.com, a division of TCS E-COM (Pvt.) Limited,
offers a new and never been done before online
shopping experience, Yayvo.com is a TCS company
backed by their promise of reliability, speed and delivery
anywhere in Pakistan.
its indispensable Search & Get feature Yayvo.com is
here to change the rules of online shopping in Pakistan
by offering online shoppers a multi-dimensional
shopping experience that lets them search, order, and
get anything they are looking for.

The unique brand name Yayvo was coined using two What sets Yayvo.com apart from other online shopping
Urdu words “Yay” and “Vo” - loosely translated, it websites?
would mean “This and That”. This is not just a unique
brand name; it is the vision and the idea behind the • Stupidly simple, easy & convenient
entire strategy of www.yayvo.com. • Hybrid model: Call, chat or order online directly!
• Order products from US, UK, UAE or locally
What does YAYVO mean? When you get to • Specially trained customer staff – the Yayvo
www.yayvo.com, you Click on the YAY button to view specialists – to guide online shoppers in every
all that is available on the site. And basically, once you way, online and offline
find what you are looking for, it’s a “Yay!” (The English • Cash on Delivery: up to Rs.100,000
Yay this time – a celebratory exclamation). On the • 7-day return policy - no questions asked!
other hand, when you can’t find what you were looking • From drop-shipping to stocking model – Get
for online at www.yayvo.com, that is when you Click delivery within hours!
on the VO button, where you ask the YAYVO Team
for what you want and they get it! This is what the Yayvo.com offers an assortment of the leading
never-seen-before customers experience is. preferred local and global brands including, but not
limited to Electronics, Mobile and Gadgets, Beauty
During all this clicking, what happens at the backend Items, apparel for Men & Women, Home Décor and
is that all the products that get a YAY become what Lifestyle items, Books, edible items... the list goes on.
we constantly stock. The products that At Yayvo.com our aim is to make
don’t get a YAY are taken off the shelf “However, what takes the online shopping experience
Yayvo.com to the next level is
and added to the VO option. not only fun and fast, but more
its ability to bring the world at
importantly simple, easy, and
the doorstep by providing
The VO button is where people are
customers the access to convenient, offering all official
asking for things that they can’t find on products available online in warranty products.
the site. When we get a lot of VO Clicks the international market and
on a particular product, we add it to our ordering it for delivery Visit www.tcsconnect.com to
YAY list. Thus, YAY-VO is the future of anywhere in Pakistan.” experience the future of online
E-Commerce: a search engine and shopping in Pakistan.
online shopping mall rolled into one! With M.A. Mannan

47
 For over two decades, Sentiments Express, a division
of TCS E-Com (Pvt.) Limited has been the messenger
of special moments, delivering messages of joy and
affection, and enabling people to communicate
emotions to their loved ones and express feelings of
appreciation to others, across Pakistan and some
global locations.
Sentiments Express provides an assortment of unique
designer products which are event specific specialties,
offered to all segments locally as well as for our
international customers. Sentiments Express is based
on the vision to give Pakistanis wonderful options and
services to express their love, send good wishes, and
show gratitude to their friends, family, business
partners, colleagues, customers and employees.
For Sentiments Express, each occasion is special, and
great care is taken to develop and customize a wide
range of detailed and tailor-made products for our
corporate customers as well as for our customers’
network and business partners. In February 2015,
Sentiments Express added a new range of designer
bouquets of local as well as imported flowers, unique
designer cakes, distinct gift arrangements and specially
designed combos. The new range was available in
Pakistan and also in the UAE for Valentine’s Day.
Orders can be placed on www.sentimentsexpress.com
and our customers in different countries abroad can
"Sentiments Express is the softer side of TCS. Since it’s a trusted name in communicating emotions to your loved ones,
we want to take it to the next level of convenience by offering our customers a range of customization options where
they can make their own bouquet or customize their cakes so that their emotions are translated through gifts exactly
how they need.”
M.A. Mannan
48
order items for delivery in Pakistan and UAE. Not only
this, our packaging is aesthetically crafted to look
exquisite but also safeguard the products and flowers
during transit, till the delivery is made to each
customer’s doorstep.
Along with the website, orders for Sentiments Express
can be booked from any TCS Express Centre. A wide
range of items are available for delivery in 84 cities
across Pakistan and in the UAE. Our efficient delivery
services carry customer sentiments to the largest and
smallest, nearest and farthest cities and remote
locations of Pakistan.
Our vision is to aggressively expand beyond the local
horizon and make Sentiments Express the brand of
choice for overseas Pakistanis who can place online
orders both for getting products delivered in Pakistan
or in other countries through the simple, convenient,
and easy Sentiments Express ordering and payment
systems.
In the near future we will create a strategic alliance
with one of the world’s top flower and gift delivery
services, to introduce Sentiments Express as a global
company, to even add more value to the lives of our
customers and take the brand that Philip Kotler
mentioned significantly in “Principles of Marketing: A
South Asian Perspective” to the next level in the world
of E-Commerce.
Octara (Pvt.) Limited is an independent enterprise that
specializes in Corporate Trainings & Workships,
Seminars, Conferences and Publications. It is one of
the most vital parts of TCS, and is a progressive master
enterprise that offers service such as Express, logistics,
warehousing, distribution, printing and mail Another session held was called
management solutions. “Leadership Methodology”,
wherein Octara arranged for
Octara is a premium training solutions provider that Paul Bridle to conduct the seminar on challenging
offers a diverse range of training courses, consisting stereotyped paradigms about the future of business,
of more than 250 technical to core-skills performance as well as expanding the horizons of mainstream
improvement programs. It is spread across several business leadership.
industries, including Finance, Banking, IT, Telecoms,
HR, Supply Chain, Sales, Marketing and Management
(Operational, Strategic and Crisis). It provides a massive
range of customized in-house trainings as well as
consultancy services and blended learning
technologies.
Bob Urichick also graced us
This sector of TCS is proudly paving a new path for
with his presence in 2012,
the corporate sector, and holds strong alliances with
when the sales guru and
the leading industry practitioners and consultants from
renowned author and recipient of the Speaker of the
UAE, UK, USA, Australia, Pakistan and Bangladesh.
Year (2000) spoke in the Sales Success Seminar. The
It aims to be a top-of-the-mind Trainings and
session was brimming with energy, and spoke on
Management Services Provider for all major
various highly interesting topics, such as decision
organizations in Pakistan who aspire to be successful
making in sales, identifying your goals and values,
in their business strategies. It conceptualizes, creates,
being action oriented, and so on.
develops, markets and delivers conferences, seminars,
and workshops that are focused on meeting the
learning needs of the corporate, public, private, MNC’s
and SME’s sector.

Peter Senge, one of our

One of Octaras most
renowned speakers, lead the
memorable sessions was called
latest session called “Leadership
“Service Leadership Workshop”,
& Innovation for a sustainable
for which we invited the inspiring author and speaker
future 2015”. Mr. Senge’s
Ron Kaufman. Our guest touched upon the Service
knowledge of global business
industry, with the essence of his message in the
trends is unmatched, since his experience spans
workshop being that what is truly important is how
organizations like IBM, Unilever, Xerox, Nike, Shell and
your work is affecting others.
so on. In the session, he talked about nurturing the
organizational culture in order to reap its rewards.

49
 With its slogan being “We help you succeed!”, Octara
is determined to earn a reputation that puts it above
all other organizations within the industry.
Octara’s vision is to bring the best minds to Pakistan
as well as training service providers, both locally and
globally. Not only this, it aims to expand itself regionally
and increase its earnings through leveraging experience
and resources. It aims to create state-of-the-art
custom built facilities in Karachi and beyond. These
would ideally be used to provide training and
certification to Executives and Front-line managers,
as well as ensuring aspiring entrepreneurs have
access to the relevant knowledge they might require
to acquire skills and techniques. It also aims to
provide a platform for community leaders so they
may bestow their skills upon their network. It also
provides a facility to promote and further the
understanding of how to operate a successful business
to prospective small and medium entrepreneurs.
Octara has helped organize and hold several
successful and happening sessions in the past for
several of our clients. We have emerged as such a
trustworthy name that some of the best names in the
industry have visited Pakistan at our invitation and
spoken on a number of topics. Some of the latest
speakers we have had the joy of receiving have
included Peter Senge, Paul Bridle, Ron Kaufman and
Bob Uricuck, to name a few. Each session is held with
50
the intention of inspiring the participants, and motivating
them to go beyond their scale.
Each session or workshop that Octara arranges is
efficiently designed, with the utmost regard for our
speaker and the participants comfort and enjoyment.
Not only do we ensure the design of the hall is in
impeccable shape, but that sufficient activities for
engagement are planned. As Tony Buzan, inventor of
Mind Maps! And one of our esteemed International
speakers, puts it: “Team Octara was very
efficient…they were flexible and engaged with what
they were doing”. Ron Kaufman was also left
impressed, as he explained; “I have worked with many
…companies and Octara is absolutely world
class!...This company knows how to do it RIGHT!”. It
is dedication to our speakers, the participants, and a
bright future for Pakistan that allows us to become a
trustworthy brand, and with Octara, we have gone
one step further in putting Pakistan on the business
leadership map. As told by Lucy Cornell, Chief
Inspiration Officer at Voice Coach, “I shared the day
elevating the voice of inspiring business leaders in
Karachi, crossing the boundaries of age, and business
seniority. Thank you Octara!”.
We hope to conduct many more successful training
and workshop sessions where we can continue to
bring top business professionals into Pakistan, learning
from their experience and making our country proud
as leaders of tomorrow!
Human Resource
Department

TCS aspires to be the “Best HR Company in Pakistan
for its employees and entry level staff through growth,
development and motivation. To have Career Planning
for All.”
Keeping this in mind, HR department has been
restructured into four Centers of Excellence
complemented by HR Business Partner model.
launch of Intranet and re-designed staff newsletter are
being done to ensure vibrant, timely and smooth flow
of communication across the organization.
Values supporting the new shared vision of ‘delivering
beyond customer expectations’ have been developed
and are in the process of rolling out across the
Company.

The Centers of Excellence are as follows: 2. Performance Management

We are working towards institutionalizing high
• Compensation and Benefits;
performance culture across TCS through an
• Talent Acquisition;
all-encompassing and robust online performance
• Learning & Career Development;
management system.
• HR Communication & Organizational
Balanced scorecard based on our corporate values
Effectiveness.
has been developed. This scorecard will serve as a
guideline to gauge employee performance on both,
This structure supports five focus areas that underpin
technical competencies and corporate values.
the HR strategy and priority areas for action.

3. Reward and Recognition

1. Communication and Engagement
To recognize and reward performance, merit-based
It is HR’s goal to provide a platform that ensures effective
and transparent reward & recognition mechanism is
communication with staff through appropriate channels
being placed to facilitate a culture of excellence and
and engagement initiatives. The purpose is to provide
high-performance.
organizational clarity and understanding of goals and
objectives of the organization at all levels.
Performance based promotions and increments are
awarded to employees.
Strategic Off sites, Town Halls, Policy Awareness
Programs, Coffee Meetings with President & CEO,

51
 4. Talent Management and
Succession Planning
Efforts are underway to identify and develop future
leadership within TCS through effective talent
management and succession planning strategies.
Service mindset assessments based on a competency
framework for managerial and frontline staff has been
conducted for Customer Service department to identify
employees with service delivery attitude with the aim to
highlight learning gaps and address them. This exercise
eventually forms the basis for induction into the Company.
5. Career Development
We encourage learning within the organization in order
to remain competitive. The core concern and
responsibility of HR department is not only to hire and
retain the best talent, but to manage and develop their
capacity in terms of knowledge, skills and attitudes.
It is our aim to invest in career development of our
employees by identifying and recommending learning
opportunities, both in-house and externally.
Development of online learning portal and initiation of
T360 Master Trainer Program for domain specialists
aims to improve the quality of in-house learning.
An innovative competency-based Career Path Program,
launched recently builds upon the changes to the new
job classification system by developing tools such as
career maps, competency assessment mechanism,
career building guidance and mentoring opportunities.
This program will provide tools for employees to identify
their career goals and develop competencies that are
important and relevant to take them to the next level in
their respective careers. Based on this initiative, a
position/grade levelling exercise has been done in the
Company to bring about uniformity across the functions.
We, at TCS are committed to continually engage in
developing talent in pursuit of excellence. On a regular
basis, we provide opportunities to fresh graduates to
join our frontline teams in our Retail Outlets, Call Centre,
Customer Services and franchise network or become
our agents in remote areas.
52
We also provide learning exposure to young business
graduates through our Internship, Service Ambassadors
and Management Associate Programs. We are also
adding value to our talent induction process by
introducing online testing and assessment centers.
We aim to upgrade our learning facilities and
development of in-house Learning Centers in key
locations i.e. Karachi, Lahore and Islamabad.
Our enabling culture overwhelmingly supports new ideas,
innovative thinking and initiative. We aim to provide
fulfilling careers rather than ‘jobs’ by inculcating global
best practices, extensive learning to help employees
discover their true potential and career progression
based on merit.
Corporate Social
Responsibility
Corporate Social Responsibility is about managing the
business in a way to produce an overall positive impact
on society. Nowadays companies are integrating social
and environmental concerns into their businesses
strategies and plans. This is an evolving concept which
is known as Triple Bottom line i.e. People, Planet and
Profit.
TCS has always been conscious of the expectations of
its stakeholders, and its CSR initiatives have included
logistics support for the 2005 Earthquake relief effort,
an alliance with GEO’s PUKAR in Flood relief, and
partnering with NGOs in the Swat War Relief. We have
also partnered with leading NGOs on various other
occasions, providing them with free of charge logistics
services.
TCS has played its role in the Education Development
sector by providing sponsorships and free of charge
services to various NGOs and student bodies. The
Citizens Foundation (TCF) has found a special place in
the TCS priority, with our Chairman Mr. Khalid Awan,
and Mrs. Sadia Awan, having served on the Board of
Directors of TCF.
Information Technology
Information Technology Teamwork is at the heart of the
TCS success story, and the Information Technology (IT)
Department leverages this in no uncertain fashion. The
TCS Management has taken many important decisions
to improve the operational processes, and these have
yielded amongst others the OMS – new generation, the
core application which is kept updated to meet the
dynamic market needs.
At TCS its Information Technology (IT) Department has
enabled the emergence of a multidimensional logistics
giant from its quaint roots as a boutique express courier
operation. IT strives to offer and maintain highly
personalized service for our customers.
The purpose built IT premises include the Server Room,
the UPS Room, Library, Conference Room, Board Room
and an open plan work space containing the
workstations of TCS’s elite techie force.
The new generation OMS works on hybrid model across
the TCS network, helping the customer with online
consignment tracking, enhancing satisfaction. Web
version of OMS is available on TCS private cloud. It is
the backbone of the TCS business and fulfills the
Business needs of Express, Logistics, Connect, MMS,
Sentiments, Visatronix, Aviation, Octara, Intiana and
Distribution divisions.
To support all B2B, C2B & C2C in their smooth and
speedy functioning, the TCS Business operations are
fully web based at all the network stations, branches,
and franchisee outlets. Their activities are completely
integrated with their respective areas, ensuring seamless
operations.
IT team at TCS specializes in Oracle, dot net & mobile
computing platforms to partner with businesses locally
and internationally.
53
 TCS Financial
Snapshot

The TCS Express & Logistics Group is Pakistan’s largest courier, express and parcels
delivery company with:

• Over 33 years of brand recognition Annual

sales exceeding $100m in revenues Key Performance ($M)
160
144
• 10-year Revenue CAGR of 21%
140

• Around 400,000 customer interactions daily 120

100
100 93 Revenues
• A full suite of B2C services 79 Capex
80
70

• A fully integrated B2B logistics platform 60

40
• International presence in the UAE, UK and
20
Canada
3 5 3 4 15
-

• TCS is ISO 9001 - 2005 certified FY 2011-2012 FY 2012-2013 FY 2013-2014 FY 2014-2015 (e) FY 2015-2016 (e)

For the first time in Group’s history, profitability

is expected to cross the billion mark.
Key Performance (Rs. M)
18,000
15,383
During the FY 2014-15, the Group posted its 16,000
highest ever monthly revenue & profits in the
12,000
months of December 2014 and January 2015. 10,422
10,000 9,437 Revenues

7,804 Capex
The budget Capex for FY 2014-15 of Rs. 718m 8,000
6,563
is historically the highest ever. 6,000

4,000

2,000
1,628
273 498 344 395
-
FY 2011-2012 FY 2012-2013 FY 2013-2014 FY 2014-2015 (e) FY 2015-2016 (e)

*The above information including the numbers and graphs does not induce for or constitute any investment advice; the same may contain data which consists
of internal composition of accounts-structure and does not mean to make any assertion.

54
 Revenues (Rs. M)

12,000 Achieved CAGR 19% 11,155

10,000 from 2010 to 2015: 9,190

9,000 8,165
8,000
7,000 6,282
6,000 5,143
5,000 4,724
This graph depicts the projection 4,000
of CAGR at 19%. 3,000
2,500
2,000
1,500
1,000
-
2009-2010 2010-2011 2011-2012 2012-2013 2013-2014 2014-2015

Targeted Revenue Revenue Achieved

The CAGR achieved is 18%. Revenues (Rs. M)

The driving factors behind these 12,000 Achieved CAGR 18% 11,155
from 2010 to 2015: 10,422
achievements were: 10,000 9,190 9,437
9,000 8,165
8,000 7,804
7,000 6,282 6,563
6,000 5,143 5,390
Self reliant operations; 5,000
4,724
4,527
• Setting up of Aviation & Road 4,000
3,000
Transport division 2,500
• Capacity enhancement in air & 2,000
1,500
ground line haul
1,000
-
2009-2010 2010-2011 2011-2012 2012-2013 2013-2014 2014-2015

Targeted Revenue Revenue Achieved

At TCS there is a strong focus on investments. Since 2001, TCS investments have been entirely self-funded. The
graphical representation below gives a complete picture.

Investments ($M)
7
Since 2002, TCS investments have been
6 self-funded 6
5 5
5
4
4
3 3 3
3
3 3
2 2 2
2 2
1
1

-
FY 2001-2002 FY 2002-2003 FY 2003-2004 FY 2003-2004 FY 2005-2006 FY 2006-2007 FY 2007-2008 FY 2008-2009 FY 2009-2010 FY 2010-2011 FY 2011-2012 FY 2012-2013 FY 2013-2014 FY 2014-2015 (e)

Investments

*The above information including the numbers and graphs does not induce for or constitute any investment advice; the same may contain data which consists
of internal composition of accounts-structure and does not mean to make any assertion.

55
 Organic Growth

TCS is displaying a rapid pace of sustained organic growth. TCS is on target to surpass $100m in revenues
by 30th June, 2015.

The graphical representation below gives a complete outlook of the revenues since 2002.

Revenues ($ M)
160
144

140

120

100
100
93

80 79

70

60 63
53
50
55
40 57
41

29
20 25
18
15

-
FY 2001-2002 FY 2002-2003 FY 2003-2004 FY 2004-2005 FY 2005-2006 FY 2006-2007 FY 2007-2008 FY 2008-2009 FY 2009-2010 FY 2010-2011 FY 2011-2012 FY 2012-2013 FY 2013-2014 FY 2014-2015 FY 2015-2016 (e)

Revenues (Rs. M)
16,000 15,383

14,000

12,000
10,422

10,000
9,437

8,000 7,804

6,563

6,000 5,390
4,527
4,078
3,770
4,000 3,468
2,497

1,765
2,000 1,441
1,038
885

-
FY 2001-2002 FY 2002-2003 FY 2003-2004 FY 2004-2005 FY 2005-2006 FY 2006-2007 FY 2007-2008 FY 2008-2009 FY 2009-2010 FY 2010-2011 FY 2011-2012 FY 2012-2013 FY 2013-2014 FY 2014-2015 FY 2015-2016 (e)

*The above information including the numbers and graphs does not induce for or constitute any investment advice; the same may contain data which consists
of internal composition of accounts-structure and does not mean to make any assertion.

56
 TCS (Private) Limited
TCS Headquarters, 101-104, Civil Aviation Club Road, Karachi - 75202, Pakistan.
Tel: (021) 111 123 456, Web: www.tcs.com.pk