“Delivering Global
Excellence”
Alan Jones
Group Managing Director
Global integrator
Our vision
To be the most
successful global
business to
business express
delivery company
Our mission
Provide the
fastest and most
reliable express
delivery service
On demand door to door service
Customer collection
Collection
request received at details passed to
local depot
local van
Parcel flown to
TNT Jet Station in
destination country
Clear customs and
sort to local depot
Driver collects parcel
from customer
Sort to destination
country at
TNT Superhub
Linehaul to
local depot
Parcel returned to
collection depot for
routing to delivery depot
Parcel flown to
TNT Europe Hub in Liege
Tranship onto
delivery vehicle at
local depot
Linehaul to
TNT Jet Station
for export
Clear customs and
load on TNT aircraft
at TNT Jet Station
Parcel delivered
on time
European air network
HEL
OSL

Air express hub in Liege

55 airports served (up
from 43 in 1999)
SVG
EDI
BFS
GOT
MME
DUB
SNN
BLL
LPL
CPH
ORK

ARN
ORB
MMX
BHX
500 sectors
flown each week
STN
3
HAJ
2
LGG
WAW
LEJ
CGN
JFK
CDG
FRA
PRG
NTE
NUE
BSL
VIE
GVA
BUD
LYS
BOD
VIT
TLS
OPO
BGY
MRS
BLQ
NCE
ZAZ
LIS
MAD
BCN
VLC
CIA
SVQ
ATH
IST
European road network
IC
FI
Road Express Hubs in:
SE
NO
Arnhem
Northampton
Paris
Frankfurt
Helsingborg
Milan
Hannover
Brussels
Nuremberg
Madrid
TKU
RU
ET
IE
DK
GB
HLB
LV
LI
NXH
QAR
HNJ
BZQ NL
PL
BE DFTDE
LU
CZ
LGG
DNG VIE SL
GNQ
FR
PT
ES
MAD
CH
HU
AT
MIL SO CR
BO HZ
IT
MA
AL
GR
BL
OK
RO
BU
Our global strategy
Build upon the leading position
of TNT Express in the
European door to door
express delivery market and
achieve profitable growth in
the rest of the world by
delighting customers
Key elements of strategy









Delight customers with friendly fault free service
Create and exploit unique express delivery products
Focus on small to medium sized users
Service profitable global accounts in carefully
selected vertical markets with a central sales team
Offer easy to use systems and technologies
Expand the TNT Express network in key markets
Develop profitable national services where
successful TNT Express International operations are
in place
Be the employer of choice in our industry
Use the EFQM Excellence Model everywhere
EFQM business excellence model
ENABLERS
RESULTS
PEOPLE
RESULTS
PEOPLE
LEADERSHIP
POLICY &
STRATEGY
PARTNERSHIPS
& RESOURCES
PROCESSES
CUSTOMER
RESULTS
SOCIETY
RESULTS
INNOVATION AND LEARNING
KEY
PERFORMANCE
RESULTS
Our seven key processes

Winning and keeping profitable customers

Delivering on time and in perfect condition

Issuing clean invoices and getting paid

Recruiting, equipping and empowering people

Ensuring safe and secure work places

Creating and strengthening competitive edge

Making money
Our winning formula

Ask customers what they want

Equip all staff to provide customer satisfaction

Measure key outcomes for improvement

Create enthusiasm and success

Recognise and reward all achievements

Always strive to beat previous best performances
Engage all staff in the pursuit
of agreed objectives










Share the vision and mission
Engage everyone in the plan
Recruit for attitude
Train for skills
Provide empowerment
Seek opinions
Measure satisfaction
Promote from within
Recognise excellence
Create unity of purpose
Measure employee satisfaction
People Survey
Satisfactory & Above
2001
2000
1999
Does TNT have a responsible attitude to the
community?
94%
92%
85%
How do you rate TNT as an employer?
91%
91%
83%
How do you rate your working environment?
83%
79%
73%
Does TNT provide equal opportunities for all?
85%
83%
75%
How well does TNT meet our customers’
needs?
94%
94%
88%
TNT offers a good quality service?
92%
91%
88%
Engage all staff in the pursuit
of agreed objectives
“Take care of your
people, let them take
care of your customers
and the rest will take
care of itself”
2000 IIP Assessment
“It was rewarding to talk to TNT people as far
apart geographically and culturally as Delhi,
Santiago de Chile and Arnhem and to perceive
unity of management commitment to people.
I use these places only as an example because
every TNT location would permit the same
comment. There is a sense of pride and
enthusiasm everywhere supported by a
commitment to service excellence at all levels”
Roger Rix
IIP Assessor
2000 IIP Assessment
“TNT has created an
environment that is conducive
to change by capturing the
hearts and minds of
employees”
IIP Assessor Feedback Report 2000
Operating Profit
Six Months Ended June 30
120
€106.9m
100
80
€72.6m
60
40
20
0
2001
2002