Rhegina Mariztelle B Forte
TNT Express
I. Background
a. It must include a brief summary of the organizational issue.
TNT Express is a global express parcels company which offers time definite and day definite pickup and
delivery. It delivers an average of 4.4 million parcels, documents, and pieces of freight every week to
over 200 countries worldwide. TNT’s origins date back after the Second World War in Australia in 1958.
In 1978, the growth of TNT really began to take off when it purchased County Express in the UK. TNT UK
continued to grow and offer new services and it became one of the most important contributing
businesses to the overall company performance. The culture of TNT was always described as
entrepreneurial with an emphasis on speed of action. This was further developed by the growth of the
company into a major player in the global express parcels market.
II. Statement of the Problem
a. How can TNT Express prepare their employees to a more complex work
environment using the 10-step model that lays the foundation for a quality culture?
(Refer to Page 3 of 04 Handout 1.)
Quality Culture is an organizational value system that results in an environment that is conducive to
the establishment and continual improvement of quality. It consists of values, traditions, procedures,
and expectations that promote quality. An organization’s culture is the everyday manifestation of its
underlying values and traditions. The steps in laying a foundation for a quality culture include:
understand, assess, plan, expect, model, orient, mentor, train, monitor, reinforce/maintain, and
involve everyone affected by change in making it. (1) Understand – understanding the quality culture
and their role in founding and upholding such a culture. (2) Assess - calculation of the new company
quality culture
(3) Plan - grounded on the consequences of the assessment, develop a strategy for developing a
quality culture (4) Expect – a quality-positive approaches and activities are anticipated along the
preparation
(5) Model – Workforce consists of leaders, managers and supervisors must be an optimistic role
models (6) Orient - orient new staff to have a wide-ranging quality component (7) Mentor - progress of
employees that will function as a guide for the workers (8) Train – training employees possibly improve
quality (9) Monitor - It's critical to keep an eye on and oversee the employees' attitudes and behavior
(10) Reinforce/Maintain - toughen and withstand quality in the organization's quality-related
challenges.
b. What type of total quality tool/continuous improvement method should TNT
Express employ in order to create a graphical representation of the different inflows
and outflows of their logistical processes? (Refer to Pages 1-14 of 09 Handout 1.)
I would choose a Flow Chart as a tool to improve the TNT Express in order to create a graphical
representation. A process flow chart is a logical, relatively easy to understand chart, which displays
how a process operates via using standard symbols to represent activity. The flow chart will show each
activity within a process, all the potential decision stages and changes in activity resulting from each
decision. The various activities and decisions are linked together by arrows showing how the process
flows between one activity and the next and flows before and after decisions are taken. Drawing
flowchart would be solving any problem with the following advantages; (1) Effective Communication
-Flowcharts are better way of communicating the logic of the system. (2) Effective Analysis - using
flowchart problem can be analyzed more efficiently. (3) Easy Debugging and Efficient Testing - the
Flowchart helps in debugging and testing process. (4) Efficient Coding - the flowcharts are very useful
during program development phase. (5) Proper Documentation - flowcharts serves as a good program
documentation, which is needed for various purpose. (6) Efficient Program Maintenance -
maintenance of operating programs becomes easy with the help of flowchart.
c. How can ISO 9000 contribute in the overall improvement of TNT Express’
organizational performance? (Refer to Page 1 of 11 Handout 1.)
ISO 9000 sequences of standards focuses on quality management systems and was intended to assist
businesses in ensuring that they are meeting the needs of customers and other shareholders.
Certification helps to provide TNT Express with useful, worldwide recognized models for running a
quality management system. It also strives to progress the product quality. The main objective of
attaining these standards is to expand and develop the organization's standing. Benevolence can evident
itself in the form of increased sales or increased promotion of a company's product. It also gives internal
organization and other employees assurance for the quality standards are being preserved.
The ISO 9000 series of
standards focuses on quality
management systems and was
intended to
assist businesses in ensuring
that they are meeting the needs
of clients and other
stakeholders. Its
aim is to provide TNT Express
with practical, internationally
recognized models for running a
quality management system.
Also, to attain, maintain, and
strive to improve product
quality on a
regular basis. The primary goal
of obtaining these standards is
to improve the organization's
reputation. Customers can
compare the quality of two
companies: one that follows
ISO standards
and the other that does not.
Goodwill can manifest itself in
the form of increased sales or
increased promotion of a
company's product. It also gives
internal management and other
employees confidence that
quality standards are being met
and maintained, as well as that
quality
improvement is underway
III. Areas of Consideration
a. It must include details and facts from the case that contribute to the organizational
problem of the company.
The appointment of a new CEO, Marie Christine Lombard, her strategy was to change the
company from a traditional and entrepreneurial transport company to a global customer
centric service based organization.
The advocacy of the new CEO will surely improve the overall performance of the company in
terms of logistics since it tries to adopt to the emerging needs of the market in a greater arena.
However, the result of the implemented change initiative does not reflect the goal.
Major negative feedback from customers bombard the management of the company. Some
were saying that the changes in the usual service do not serve its purpose because the
shipment of items were relatively late or out of deadlines.
Others stated that TNT marketed itself as a global organization but variation in the way it
operated locally affected their experience. Most of the employees say that the change
initiative affected their performance since they are not prepared enough to face a more
complex process in the shipment of items.
Another major reason for this problem was the number of disparate IT systems that tracks the
delivery and pick-up of items. This situation generated enormous maintenance costs and
interface issues.
It was recognized that before TNT Express could implement a set of customer service or
operational systems that could be deployed globally, they needed a “common process.”
IV. Alternative Courses of Action
a. It must contain at least (2) two courses of action for every point stated in the
statement of the problem. It must also present the advantages and disadvantages of
each course of action in resolving the organizational problem.
PROBLEMS STATED ADVANTAGES DISADVANTAGES
1 The appointment of a new Having a new CEO for the Used strategy in the
CEO, Marie Christine company company will be replaced by
Lombard, her strategy was new one
to change the company
from a traditional and
entrepreneurial transport
company to a global
customer centric service
based organization.
2 The advocacy of the new Company initiated a new New goal doesn’t have any
CEO will surely improve the goal effect in the company
overall performance of the performance
company in terms of
logistics since it tries to
adopt to the emerging
needs of the market in a
greater arena. However,
the result of the
implemented change
initiative does not reflect
the goal
3 Major negative feedback Company received Shipment always late or out
from customers bombard comments that they can use of deadlines
the management of the for company to create
company. Some were positive solutions
saying that the changes in
the usual service do not
serve its purpose because
the shipment of items were
relatively late or out of
deadlines
4 Others stated that TNT TNT Express marketed in Company performance had
marketed itself as a global global organization been affected
organization but variation
in the way it operated
locally affected their
experience. Most of the
employees say that the
change initiative affected
their performance since
they are not prepared
enough to face a more
complex process in the
shipment of items
5 Another major reason for Issues that can be used by Numerous IT Systems and
this problem was the Management to overcome tracks that can delivery and
number of disparate IT and study further some pick up items hinder the
systems that tracks the possible solutions operation of the business
delivery and pick-up of
items. This situation
generated enormous
maintenance costs and
interface issues.
6 It was recognized that TNT Express implement set In need of common process
before TNT Express could of customer service globally
implement a set of
customer service or
operational systems that
could be deployed globally,
they needed a “common
process"
V. Recommendation
a. It must present the best course of action among the presented alternatives in
resolving each organizational problem.
The best solution I can suggest on is having a standardized flow of process that can be implemented
through the organization. Together with the ISO 9000 presence, guidelines intended to increase the
business efficiency and customer satisfaction. It will be embedding a quality management system
within an organization, increasing productivity, reducing unnecessary costs, and ensuring quality of
processes and product of all the courses of action indicated. Minimizes mistakes. Improves reporting
and communications. Better quality products and service. More reliable production scheduling and
delivery will be present in the organization.
VI. Management Lessons Learned
a. It must discuss the takeaways from the case and the relevant things that the
company should do or not do in order to avoid the given organizational problems.
I’ve learned that even the company is a big or small, globally, from traditional to entrepreneurial,
company will always be facing a problem. New Management and experiences are one of the things that
can contribute, change the flow of the business. Standard processes and employees paly a big role in all
organization. Customer satisfaction will always be a great and main goal of company. Happy
environment = happy employees = greet service = happy customers.
I discovered from this research
that if you want your firm to be
successful, you shouldn't only
focus on it. Always keep all of
the people participating in the
organization in mind. Because
you
can't truly succeed as a business
if your staff are left behind and
your customers are dissatisfied
with the services you provide.
As a result, if you provide
superior service to your
consumers,
they will be more likely to come
to you instead of going to your
competitors the next time they
need anything. Furthermore, if
you want to make money in
business, you must be
consistent.
You must continue to do what is
required to be successful on a
daily basis. This will help you
form long-term positive habits
that will help you make money
