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Lit Review
TCS is owned by khalid Nawaz Awan and with the experience of 25 years is the number one courier service provider company in Pakistan with its largest network in and out side Pakistan. TCS is providing many services to its customers with speed, reliability and affordability. Its market share is greater than its competitors like Speedex, DHL, OCS, Leopard courier and GPO. TCS has more than 5000 employees in Pakistan with 2000 couriers, 400 Suzuki vans and 4 planes making TCS any time any where service Provider Company. TCS has continually added products and services for its customers so that it has become the complete delivery solution provider. Now they have the capacity to handle major customers requirement from the rapid delivery of a single envelope through General Courier to cargo weighing hundreds of tones with Express. In addition TCS can deliver internationally to hundreds of destinations with TCS International . TCS is widely trusted and acclaimed for reliability, speed and convenience. It has now provided the fastest connections worldwide from Pakistan, bringing people a unique delivery option. Customers can avail TCS online booking and service from all TCS express centers 24 hrs a day open. Almost all the banks of Pakistan do avail the services of TCS it is an honor for an organization. Government and Private offices and institutions do avail the services of TCS. TCS has also carried national flag over seas with a setting up of courier services operations in Dubai, UAE, and in Toronto, Canada.
PROBLEM AREAS
As a growing enterprise and changing demands many problems are faced by TCS like proper marketing, moving fast with low rates, in launching new services like new greeting card system, new packages for fresh fruits and vegetables and package for handicrafts, Opening up of new branches and covering more regions. In spite of that political instability and government illegitimate use of power and authority cause hurdles. Illiteracy rate and lack of e-commerce in Pakistan is other reasons. Lack of information flow and not having a proper online complaint center for continuous improvement in the deficient areas are other issues to be focused. Training and research work must be given importance. These all pointed areas require enough budget and good management that can help TCS to strengthen it as THE BEST COURIER COMPANY ON THE GLOBE. TCS is paying less to its lower staff; they must give reasonable salary to their employees especially to sales staff, as they are running TCS in the market. TCS must increase its promotional campaigns by sponsorship, electronic media or by social marketing. TCS need to increase its express centers and should cover remote areas. It must revise courier rates both in favor of customer and company. there is a limitation of products that cannot be couriered like liquids,jwellery,cash,stones,bonds and delicate objects etc which required extra care for this they should develop a technology to over come these limitations. TCS have threats from other couriers including Speedex, FedEx, DHL, OCS, and Leopard Courier etc.It must develop proper strategy to compete them.
PROBLEM STATEMENT
The sale of the TCS has a great impact in the market Will increase in sale affect the TCS over all performance TCS can improve its strategies by focusing on the sales department.
Literature Review
Tranzum, is a progressive master enterprise offering comprehensive service solutions to the supply chain sector including courier express, cargo logistics, warehousing outsourcing, distribution management, mail room management, travel & tours development for religious destinations, passport & visa services, courses/seminars on management and personal development and event management With its corporate office in the Middle East (Dubai), the Tranzum enterprise has established offices in South Asia, North America and Europe. TCS is surrounded with many problems in domestic and international market. Some of them are major problems and others are minor. A few of these problems are Post Office Act of 1898, political Unrest, and corruption in general Governments illegitimate use of authoritative power, illiteracy and lack of creativity in human resources and tough competition.1 (Shujaat siddiqi 2008)
http://mba-shujaat.blogspot.com/2007/08/introduction-tranzum-isprogressive.html
journey in perpetuity along an ever rising graph of attainment. Along the way it becomes necessary to take stock, review strengths, and address weaknesses, and sometimes restructure and reconfigure in view of new realities. "Prosperity is the ability to succeed with relative ease," says Spencer Johnson, Management guru and author of ''Who Moved My Cheese''. "Too much change is not wise, and too many little changes don't work. You have to make a few big, simple changes that will have a significant impact." He goes on to say that "... the more you care for your employees the more successful your company will be, and that means listening to them and hearing what they feel about issues such as change. The wisdom of the group is always greater than the wisdom of just one leader, so it is important for the company to buy into that..." The above best describes the philosophy at work that has seen Mr. Khalid Awan execute some broad strokes and leverage his successful courier company TCS into a multi-business group, TRANZUM, focused on attaining global market share in diverse endeavors.
TCS Customer Services and Support Operations came to power with ZRGs latest IP Contact Center Technology:
ZRG International (ZRG) is an IT & Telecom Solutions and System Integration Company that specializes in the area of Telephony, CTI and Contact Centers. ZRG helps organizations increase customer satisfaction and revenues by improving business communication and customer contact management functions. T.C.S, the No.1 express courier service provider in the country has started the operations of its modern customer services and support contact center. The multi-media enabled contact center technology solution has been provided to TCS by ZRG International, nations market leader in open standards based CTI technologies. TCS was expanding its operations on a large scale and providing diversified products and services to retail and corporate customers. The management had a clear vision about the upcoming challenges and the need for providing exceptional customer services. For that reason, the company decided to establish a full-service contact center facility in the newly built premises near Karachi Airport. This center would provide information and answer to queries of new and existing clients. One of the key requirements of TCS was to have a fully integrated solution that is capable of handling voice and non-voice channels such as Email, Fax, SMS and Chat. Another basic requirement was to have a one-window solution that is fully supported by a single solution provider that has expertise on the full spectrum of contact center technology. The integrated IP contact center solution by ZRG, built upon Intel Corporations open CTI technology offered a completely scalable platform with features such as dynamic controls, flexibility in integration and customization and total documentation
value in our local business environment. TCS promises to deliver this value through its innovative service - MMS.2
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http://www.T.C.Smms.com/home.htm
Setting out your SWOT analysis, Financial Highlights, Strategy Diary and timings4
http://www.interstellarsolutions.co.uk/Courier_Service_Business_Plan.html 5 http://www.transendworldwide.com/Cultures/enNZ/MailDelivery/CourierServices/
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http://www.electronics.ca/reports/rfid/postal_courier.html
Competitive: refers to how the Internet has and is changing the competitive framework of the industry. Industry Volume: refers to the impact the Internet has had on industry shipping volumes, shipment characteristics, etc.7
http://www.tc.gc.ca/pol/EN/Report/Courier2001/C4.htm
http://www.reportlinker.com/p012832/Courier-Service-Development-inChina-2005.html
inseparability
(Principles of marketing 11th edition page 258, Fig8.5) Marketing strategy for service firms: There are three types of marketing in service industries, 1. Internal marketing: the service firm must effectively train and motivate its customer contact employees and supporting service people to work as a team to provide customer satisfaction 2. interactive marketing: the service quality depends on the quality of buyerseller interaction during the services encounter 3. External marketing: means the market to promote the services by advertisement, promotional campaigns or by social marketing etc.
(Principles of marketing 11th edition page 260, Fig 8.6) Factors to consider when setting prices: When setting a pricing decision a company has to focus the internal and external factors which plays important role in pricing decisions.
Advertising
Personal selling
Sales Promotion
Public Relations
Direct Marketing
Forms of direct marketing: These are the types of marketing and depends what type the company adopt for its sales
Online Marketing
Television Marketing
Direct Marketing
Tele Marketing
Kiosk Marketing
Catalog Marketing
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