TCS PVT.LTD.
TAHIR ARIF
Submitted in partial fulfillment of the requirements For the degree of Bachelor of Business Administration At
It is hereby certified that the report has been thoroughly and carefully read and recommended to the Faculty of Management Sciences for acceptance of Final Internship Report by Tahir Arif Roll No. IC-2219, Session (August 2009 to June 2013) Evening, in partial fulfillment of the requirements for the degree of Bachelors of Business Administration of National University of Modern Languages Islamabad.
Dated:
Supervisor Signature
Head of Department ..
ACKNOWLEDGEMENT
I am much thankful to ALMIGHTY ALLAH the most beneficent, the most merciful who has given me strength to complete this task. I am also thankful to National University of Modern Languages Islamabad that provided me this opportunity to have an experience in a reputed organization and groom myself for the future professional responsibilities. I am thankful to MR. Jahangir, under whose supervision I worked on this report. He has been a constant source of guidance throughout the course of this report. This assignment could not have been much better without her fortitude and understanding. I am also thankful to my friends and family whose silent support led me to complete my project. During internship I got better idea that how things are practically done and how everything is important from each and every aspect. I am also obliged to Mr. Nabeel Usman Regional HR Manager North, Mr. Rashid Iqbal Assistant HR Manager and Mr. Mubashir HR officer without their support supervision and it would not have been feasible for me to achieve this assignment. I am deeply thankful to my teachers, each and everyone who taught me and made me learn furthermore, I am indebted to my university lecturers & staff of the TCS private Limited Pakistan from whom I have gained much experience regarding practical work of corporate world is concerned. The last but not the last I convey my credit and thankful regards to my parents especially my elder brother because without their support I could not be able to achieve this task successfully.
Contents
EXECUTIVE SUMMARY
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INTRODUCTION TO TCS ..................................................................................................................................... Error! Bookmark not defined. CHAPTER 1 ............................................................................................................................................................ Error! Bookmark not defined.
1.1 Introduction to TCS Private Limited .Error! Bookmark not defined. 1.2 OUR PURPOSE ................................................................................................................................................ 11 1.3 VISION STATEMENT..................................................................................................................................... 11 1.4 MISSION STATEMENT .................................................................................................................................. 11 1.5 Core Values ....................................................................................................................................................... 12
2.4 HR DEPARTMENT ......................................................................................................................................... 21 2.5 Reporting of HR ................................................................................................................................................ 23 2.6 Human Resource Department Values ............................................................................................................... 24 2.7 HR Facilitation .................................................................................................................................................. 25 2.8 ORGANATIONAL DEVELOPMENT ............................................................................................................. 25 2.9 LEARNING & DEVELOPMENT .................................................................................................................... 25 2.10 Performance Management ............................................................................................................................... 26
2.11 Opportunity Corner ......................................................................................................................................... 26 2.12 Admin and Security ......................................................................................................................................... 28 2.13 Inbound Operations ......................................................................................................................................... 28 2.13.1 Security scanning: ........................................................................................................................................ 29 2.13.2 De-manifestation: ......................................................................................................................................... 29 2.13.3 Routing: ........................................................................................................................................................ 29 2.13.4 Primary process: ........................................................................................................................................... 29 2.13.5 Secondary process: ....................................................................................................................................... 30 2.13.6 DELIVERY SHEETS PHASE I: ................................................................................................................. 30 2.13.7 QA DEPARTMENT: ................................................................................................................................... 30 2.13.8 DELIVERIES: .............................................................................................................................................. 30 2.13.9 DELIVERY SHEETS PHASE II: ................................................................................................................ 31
http://www.tcscouriers.com/pk/home.aspx..............................................................45 6
EXECUTIVE SUMMARY
During the period of my internship from July 2013 to September 2013 I worked as an HR intern. Our team consisted of HR specialist North, HR officer and two HR interns (including me). Our team was responsible for all the HR activities of north region and all business areas and stations under it. The objective of this Internship report contains TCS History and Background, Structure, Cultural Analysis, SWOT analysis and with practical experience working in TCS Private Pakistan. There are many possible improvements, which we can make positive changes in the system. We were looking to the interests of roughly 1500 people and the work was carried out in a full teamwork environment with no beurocratic barriers at all within the department. Financial statements of the company are not available because it is a private limited company. TCS is serving in service industry and that too in operations extensive category. The structure of the organization is such that the hierarchies are not well known at the regional level as well because the distribution has three levels, division, department and actual location. The prior two are mentioned on payroll slips but the last one is not the most accurate indicator of actual location of an employe
CHAPTER 1
INTRODUCTION
1.1 Introduction to TCS Private Limited
TCS came into being in 1983 as a domestic courier company. The TCS journey since its inception has been exhilarating and as recorded in the Harvard Business Case Study, the Company that Engineer Khalid Awan established with his brother has found itself in trailblazing roles, and developed an entire Industry that has withstood the trials and tribulations of cohabiting with the Government sector, and strove every inch of the way to find win-win solutions in the service of Pakistani prosperity
Almost three decades into its existence, the TCS brand has evolved, into a symbol of trust & reliability. TCS provides domestic & international express services to consumers, corporate, SMEs and households alike, with pickups & deliveries crossing over 6 million a month. This is being done through a wide network of 155 offices making it the biggest network in the country.
TCS operates with over 7,000 Professionals, 24/7 call center, 530 plus conveniently located Express Centers, dedicated chartered aircraft, 2000 on-line & offline locations, 250 plus satellite tracked delivery vehicles and a proficient team of couriers dedicated to providing you the best of service and reliability in the industry. With a view to enlarging its presence in the global village, TCS operates in international territories through its business partners in Dubai and London, providing access to its customers to over 3,500 destinations worldwide. have led to a case study, undertaken by Harvard Business School in 2003 for 'International Entrepreneurship' course of MBA.
It has been mentioned in the textbooks used by Harvard Business School as a model of highly effective company from the developing world. A case study on TCS has also been included in Philip Kotlers latest South Asian edition of Principles of Marketing which is being taught at the best & biggest Business Schools across South Asia. Retail outlets are the visage of any company. The number of computerized TCS Express Centers that are open 24/7 has been on the rise ensuring an enabling environment, much to our valued customers delight. TCS service standards are maintained through support teams comprising of Retail Team Leaders and Mobile Maintenance Units that stay on the move 12 hours of the day, every single day. TCS not only serve their customers by selling in-house services, they also have widened our service horizon by contributing in admission process of reputed Universities, Which shows that their metro-geographical presence and highly efficient trained staff is contributing as a responsible national entity to serve Pakistani institutes and citizens.
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Profitability through Efficiency Efficiency will be the hallmark of TCS people to optimize profitability and growth.
Ethics Nothing unethical shall be practiced by TCS people in relation to our customers and the world at large.
Creative Growth In its quest for expansion TCS shall encourage innovative thinking amongst its people
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1.11TCS Logistics
TCS Logistics Private Limited was incorporated on June 2002. Started as a transport provider however it soon grew into a total logistics solution company offering trucking, distribution & warehousing facility in response to strong customer demand.
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1.12 Visatronix
Visatronix, a division of Intiana Private Limited, extends booking facilities for visa applicants in the non-immigrant (work, visit, study) categories for applicants all over Pakistan for Canada, India, Spain, Italy, Malta and South Africa. Applications are booked on a "Return Service Basis" at selected TCS Express Centers in all major cities.
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Arab Emirates. A wide range of document, parcel and cargo services both domestic and international are offered
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CHAPTER 2
North
Rawalpindi
South
Karachi (West, South, East, Central)
Central
Lahore (East, West, Central)
Islamabad
Hyderabad
Multan
Gujranwala
Sukkur
Faisalabad
Peshawar
Quetta
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CHAPTER 2
Region
Regional Director Regional Director Operation (Ali Ashgar Kiyani) Look after of all regions admin operation
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CHAPTER 2
Sales
Corporate Sale Key Account Sales Lead by Regional Director Sales Head (Yousaf Rasheed) KAM Team
2.4 HR Department
As other departments for me were a perceptional study but in HRs case I can assert about the environment of the department. HR north where I worked was responsible for over 1500 employees of complete North region. The department had only two officially hired people, an HR-specialist and an HR officer, the third one was an HR-intern and I was fourth on the list. As far as the work was concerned it was excessive for this amount of people but HR people knew how to manage and meet the deadlines. Attendances, hiring, interviews, documentation and records of employees, bank account openings, conducting trainings, and managing claims and leaves records were primary responsibilities for HR from a outsider point of view but indeed their was far more than that. HR is nearly always engaged in refining the HR processes of the organization with the coordination and approval of head office HR. the challenge of considering employees as internal customers and listing to them when the deadline is at front is the moment when HR has to go to an extra mile. The team knows very well that they are here to facilitate and maintain a level of quality in every document they dispatch and argument they present.
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HR in north is nearly fully non autocratic and it adds to the beauty of working in HR. The boss can actually see the officer and interns in front of him and never push them to wall in fact saying that the manager actually talks to his team in very personnel and mentoring manner as well. This not only lets the boss achieve his targets but also lets the ender command to improve them professionally and personally.
The culture is very friendly yet very respectful. The team is always submerged with work as it can also be quoted as an under employed department. Managing all things at the same time gets very difficult because of non flexible deadlines from head office which is also necessary because any delays will directly affect the internal employees.
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2.5 Reporting of HR
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OD Development OD Manager HR Officer
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Recruitment
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Learning & Development HR
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Operations
HOHRM & OD (Nusratullah Khan) 1 OD operations OD Manager Asst 2 Recruitment 3 Learning & Development 4 HR
HR Officer
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CHAPTER 2 HOHRM Continued 5 Mgt Facilitation Centre Manager (Insurance) Senior Kashif Anwar 6 Road Transport Manager HR (Legal Matter) Muhammad Usman
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CHAPTER 2
2.7 HR Facilitation
Assistance in Medical treatment and Hospitalization Accident and Life Insurance Claims settling with Insurance Companies EOBI pensions Medical treatment from SSI Recruitment & Selection Compensation & Benefit administration Employee Relations Performance Management
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Performance Standards
Performance Measurement
Reporting of Progress
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CHAPTER 2 Purpose: Encourage healthy competition between internal and external candidates. To create an equitable system Approximately 100 positions have been filled internally
Key performance Indicators (KPIs) are developed to provide a comprehensive performance feedback of the following critical functions:
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CHAPTER 2
Security scanning
DEManifestation
Routing
Deliveries
QA department
De Briefing
Ipending
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CHAPTER 2
2.13.2 De-manifestation:
After the security check the next step that is performed is de-manifestation this is one of the core step of the inbound operations at the Tcs. De manifestation is the process in which 8-10 couriers do the scanning of the tag nos to make sure that they have received all the shipments that has been manifested and sent from sender city this is checked with the help of the software OMS which tells the packages that has been manifested in the sender city operations department are all received and de manifested or is there any shipment missing or not received.
2.13.3 Routing:
After all the shipments are de manifested than they are put on the table for routing, there are two steps for routing primary process and secondary process.
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2.13.7 QA DEPARTMENT:
After the delivery sheets are printed than the courier first get it signed by the operations officer , security officer and at last goes to QA department to get their shipments and delivery sheets verified and cross checked. After making sure all the shipments in the bag are entered in the delivery sheets and vice versa QA officer than signs on the delivery sheet and send the couriers on their respective routes. Further QA department duty is to verify that all couriers are going on their route and delivering the shipments according to the company policies this is normally done by going after the couriers randomly and sometimes asking the consignees if they have received their shipment or not.
2.13.8 DELIVERIES:
After getting the clearance from QA department the couriers than leave for their respected routes and start delivering the shipments, when they reach on the consignee address they note down the time on the delivery sheet at which they are handing over the shipment to the consignee and get it signed by the receiver with their name.
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CHAPTER 2
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CHAPTER 3
3.1 STRENTHS
a. The biggest strength of TCS is that it is serving in service sector and all around the world service sector is at growth, TCS can claim its share in growth b. Brand equity. TCS has among the strongest of brand recognition in Pakistan; it is used interchangeably with courier. As pampers is used for diapers. c. They have the largest infrastructure of a courier service and also support other businesses from the same the platform. d. They have organized their operations very effectively to achieve synergy and has infect done quite very well in it. e. Their B2B businesses and B2C businesses are intersecting resulting in a matrix hierarchy which proves it to be a complex and mature organization. f. Distribution channel, they have the widest distribution channel of Pakistan, thus creating a monopoly in delivery services. g. Successful diversifications so far, proving it to be a changing and adopting organization. h. Its Human Resource which consists of champions who have grown from within and also imported from outside, thus making it a flexible organization with an HR perspective. i. Capability to be a fixed and project organization and mobilizing HR as such, though it is among the most challenging areas for managers to conquer. j. Operating in a low wage industry, thus labor costs are low.
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CHAPTER 3 k. TCSCONNECT.COM is operating very well and has already leading the online scenario in Pakistani market.
3.2 WEAKNESSES
a. Overall Unsatisfied employees, primarily due to low pay and wages. b. Very high dependency on fossil fuels, thus usually increasing and constantly fluctuating operating costs. c. Less awareness of product line to the common customer. d. Lack of assets to grow internationally in an aggressive manner and yet not indicating any inclination to go public. e. Operating in a time bound industry where Pakistans uncertain positions always possesses a threat to its ownership as mentioned in HDR case study. f. They do not have any ambitions to grow in Africa, which is anticipated to be the biggest GDP growing continent in next 10 years. g. TCS is a bit costly as compare to other competitors in the market. h. TCS is not very much dependent of new technologies they use manual operations unlike DHL and UPS i. Difficult to handle operations due to huge growth in recent years j. Employees Retention for long time is always a problem k. unhappy and unsatisfied employees due to financial rewards and work life balance
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3.3 OPPURTUNITIES
a. Diversification into B2B businesses like MMS and Warehouses has paid well, similar unconventional business. b. They are the first entrants in online business and reaping the benefit of first entry, the fact remains that online business is growing with a very high pace in India and Pakistan has yet to see the online shopping boom, but what so ever there is, it is led by TCSCONNECT.COM is the single most potential business to grow in future. c. As they have captured the online retail sector in Pakistan they have a bright future in online business ahead too. d. proper segmentation would lead to more growth and market shares.
3.4 THREATS
A.HR is not satisfied. b. Companies like Daewoo and Speedex which are primarily travel companies are taking away their cargo business. c. New entrants are gaining the market share with constantly. d. Very less Use of technology. e. Dependence on paper
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CHAPTER 3
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CHAPTER 3 Quoting just one example in morning when couriers are getting reading for deliveries and in process of the complete operations cycle and finally arranging their shipments for the route is all together a very noisy, hasty and struggling phase but I was astonished to actually feel that that morning adrenaline is the thing which keeps them active till they are done with their deliveries and then back to operations hall with their delivery sheets. Now Ill explain the functional culture of TCS as I observed.
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CHAPTER 3
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CHAPTER 4
EXPERIENCES
4.1 FIRST WEEK
I was introduced to the department and worked on organizing initial employee documents. Initial employee document is composed of following documents. a. Documents final check list. b. Interview evaluation form. c. Personal data sheet. d. ICRF(incentive courier requisition form) or ERF(employee requisition form). e. Termination letter of old employee if replacement. f. Joining letter. g. 2 Reference certificates. h. Police verification form. i. Security clearance form. j. Experience certificates. k. Academic documents. l. 2 passport size pictures. m. License, CNIC, bikes registration copy (for couriers). n. CNIC.
In my 1st week of internship my task was to work on bulk distribution (BD) couriers conversion to permanent employees in this regards we had to go through all most 300 plus new employees documents of North Region. I had to check each and every document with responsibility to
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ensure new employment documents are properly filled and required papers are send along with the new employment documents. If we found anything missing we coordinated with AM HR operations to make corrections and inquire from Area offices to about mistakes after clearing we enter these documents in HRIS (Human Resources Information System) for salary process. Working on BD conversion took more than 3 weeks.
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(Add) all the above amounts in respective heads c. This attendance is than sent to AM HR operations. d. Payroll department processes the pays and around 7th to 8thnext month the pays of daily wages employees are sent to accounts department. e. Admin department in region, areas and branch and station manager in braches and stations than distribute the pay among employees and documents distribution.
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CHAPTER 4
k. Than these shipments are sorted according to routes. l. Once again when a courier or is going on route to deliver the shipments he scans the bar code to record that he picked the shipment for delivery. m. Once the courier delivers the shipments he comes back and reenters the shipments which he successfully delivered and the ones which are not. n. QC or quality control checks the status of the delivered and undelivered shipments by calling and cross checking delivery sheets filled by couriers.
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CHAPTER 5
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CHAPTER 5
d. Culture of TCS is not according to proper corporate/professional culture a lot things are needed for smooth running of operations. e. Human resource Manager in regional office should have more authority as most of the things are centralized e. Employees pay structure should also be reviewed because the employees f. work life balance should be maintain at any cost because the motivation for work is least due to that factor. g. Operations should be technology oriented like other international competitors it need huge cost but result would be fruitful. h. TCS should take steps for retentions of employees because ratio of turnover is very much high in couriers
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REFRENCES http://www.tcscouriers.com/pk/home.aspx
http://en.wikipedia.org/wiki/TCS_Courier http://tcsexpress.com/
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Appendix
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