BACKGROUND

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)

E-commerce and TCS:

TCS, a Pakistani based courier and Carriage Company pioneered ecommerce business in Pakistan by offering gifts and other gadgets to be purchased from their online store and then shipped to destined address of purchaser. However, the idea could not get popular due to lack of awareness regarding the facility and discomfort, which Pakistani customers feel while giving away their credit card numbers to websites. This level of security concern is due to the overall corruption scenario in Pakistan, which make the website visitors not to easily trust agreement licenses provided by webmasters. Other reasons of low online purchasers include credit card culture, e-commerce awareness, illiteracy, limited access to Internet, etc. Furthermore, a big hurdle in getting an online store is the inaccessibility of e-commerce support from Pakistani banks for merchants. This situation leaves no option for Pakistani merchants to offer their products online through credit card. Few alternate procedures are available through variety of options including Standard Chartered Bank, UBL and others. These banks offer transactions from and into their inbound debit accounts visa cards. That means you can only buy if you have a debit account with online stores supported banks. Another alternate is to setup an account in some foreign bank that supports e-commerce. This way merchant will get the revenues/sales into a foreign account and then shifted to a local (Pakistani Bank).

From TCS to Tranzum Connect Magazine (June 2007): TRANZUM has

emerged as a progressive master enterprise offering services in diversified industries including express, logistics, warehousing, distribution, gift delivery, mail order, travel and tours, visa drop box, management development, event management and publications. When people take pleasure and pride in what they do, then success becomes a foregone conclusion. The journey, that invariably begins with the first few tentative steps, soon assumes a life and dynamism of its own as destination after destination is charted, arrived at, and proceeded from, for the pursuit of excellence has no destination, and remains a
1

Posted by Muhammad shujaat siddiqi,

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 TIME AND VALUE YOUR MAIL:

At T.C.S, innovation is a norm and the only objective in view is creation and delivery of business value to customers. Value is the most significant outcome expected of every business process. Mail Management is one process yet to be recognized as a source of

value in our local business environment. TCS promises to deliver this value through its innovative service - MMS.2

BY YOUR SEMINAR LEADER IAN RUSKIN BROWN:

Implement best practice strategies for the service sector Gain competitive advantage in your service business Use pricing strategies to indicate service quality Successfully manage the service delivery process Understand how to position the service product What you will learn "Service markets are highly competitive, dynamic and Hostile; only firms with competent marketers will survive." With the rapid transformation of Pakistan into a service-oriented economy driven by unprecedented growth in the telecoms, finance, retail, travel and knowledge industries there has never been a greater need for Pakistani marketers to learn the specialized techniques for achieving marketing success in the service sector. This seminar is your unique chance to learn how to develop winning strategies for successful service marketing led by Ian Ruskin Brown, renowned marketing strategist and author of the sell-out book Marketing Your Service Business. This seminar has been designed for all service marketers who want to gain a competitive advantage in their marketplace.3

Importance of successful courier business plan:

The business plan will help you in Setting the targets, Collate all your ideas, Plan for the future of your enterprise, and Verify that your idea for a Courier Service business is realistic and workable or not!

Market Analysis for your Courier Service business:

The key issues affecting the market are Competition and Buying Patterns - Who will you, being competing against? Who are your customers likely to be? How you can promote your Courier Service business? To promote a courier business one should focus to its Marketing Strategy, Pricing Strategy, Promotion Strategy and its Distribution Strategy

Your Courier Service Business Plan Strategic Plan should include:-

2
3

http://www.T.C.Smms.com/home.htm

http://64.233.183.104/search?q=cache:1Bi_B5OnmjIJ:www.octara.com/ Brochures/Marketing%2520Your%2520Service%2520Business.pdf+i+paper s+on+Tranzum+Companies+%26+Services&hl=en&ct=clnk&cd=21&gl=pk

Setting out your SWOT analysis, Financial Highlights, Strategy Diary and timings4

THE OPPORTUNITY FOR POSTAL ORGANIZATIONS:

Postal organizations have several vital operational advantages that can be leveraged to improve the competitive nature of their existing courier service: Opportunities to offer integrated courier services to domestic customers through sales of courier packs and tickets across retail/post office counters .Commercial customers needs for both business-to-business and business-to-consumer courier distribution fulfillment can be met through well-priced, bulk sales of pre-paid packs for documents and pre-paid parcel tickets. A postal organizations ability to offer pick-up/lodgment through to delivery to the office, home or farm gate is exceptional. We call this the first and last mile of efficient postal and courier reach. Existing rural delivery coverage often represents the best-possible national delivery service available for courier products. By leveraging the strengths of the existing urban and rural network virtually every postal organization can improve their economies of scale operationally and financially.5

RFID FOR POSTAL AND COURIER SERVICES 2008-2018:

RFID is an idea whose time has come in postal, courier and high volume light logistics. In the past, RFID has been used for little more than the evaluation of postal performance, using tags in a small percentage of letters, and the tracking of a small number of conveyances and vehicles. There is even a postal RFID system that completely automates the whole process of mail delivery from accepting the package to classification and dispatching. It has been successfully tested in Korea this year. Korea Electronics and Telecommunications Research Institute ETRI demonstrated this RFID system in front of representatives from the Ministry of Information and Technology and private sector representatives. When perfected, it will replace the existing barcode system.6

IMPACT OF THE INTERNET ON THE COURIER INDUSTRY:

The emergence and continued development of the Internet, and its impact on the economy, business models and life in general has arguably been one of the most significant developments of the past century. The effect of the Internet on the courier industry in Canada has been equally significant, and may be viewed from four primary perspectives; Functionality: refers to the ways that courier companies have leveraged the capabilities of the Internet to improve existing business processes, customer service, etc. New Services: refers to the new revenue producing services couriers are offering as a result of the internet

http://www.interstellarsolutions.co.uk/Courier_Service_Business_Plan.html 5 http://www.transendworldwide.com/Cultures/enNZ/MailDelivery/CourierServices/
6

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

OVER VIEW OF COURIER INDUSTRY IN UK

The demand for courier and express services is derived from businesses in the manufacturing and services industries. Therefore, the economic performance of these industries strongly affects the success of the courier and express industry. Advances in technology and the increasing use of e-commerce, combined with the courier and express sector's commitment to investing in IT, and have cushioned the industry from the worst effects of the recent global slowdown. This is because it has been able to offer addedvalue services and retain key customers at the top end of the courier and logistics market. The courier services sector has been benefiting from the recent growth in demand for home deliveries generated from Internet retail sales. Rising demand for air courier services to developing economies has also boosted the sector in recent years. However, increased security measures for airfreight following the events of 11th September 2001 have increased costs for the sector's airfreight operations. The express logistics sector, through its added-value services, has fared better than the road freight industry. Nonetheless, a raft of government measures to tackle environmental pollution and congestion have increased costs for the, largely road-based, express logistics sector

COURIER SERVICE DEVELOPMENT IN CHINA:

The high-profit return on investment into the fast growing Chinas courier service market draws a great attention from numerous enterprises and investors home and abroad. With the attracting market potentials, nearly all transnational corporations diverted their strategic focus into China which succeeded in accession to WTO. In the meanwhile, domestic enterprises have no choices but join the fierce global competition. And how to survive and develop are highly concerned by them.8

http://www.tc.gc.ca/pol/EN/Report/Courier2001/C4.htm

http://www.reportlinker.com/p012832/Courier-Service-Development-inChina-2005.html

Characteristics of services include:

There are four characteristics of services and a company must understand them as a service provider. 1. Intangibility: means that services cannot be seen, tasted, felt or heard before purchase. 2. inseparability: means services cannot be separate form their providers 3. Variability: means quality of services depends on who provides them and when, where and how. 4. Perishability: means services cannot be stored for later sale or use.

Intangibility Services Variability perish ability

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.

(Principles of marketing 11th edition page 309, Fig10.1)

Major sales Promotional Tools:

Promotion plays important role in selling of products. Choosing a correct promotional tool at correct time is always beneficial for the company.

Advertising

Personal selling

Sales Promotion

Public Relations

Direct Marketing

(Principles of marketing 11th edition page 430, Fig14.1)

Forms of direct marketing: These are the types of marketing and depends what type the company adopt for its sales

Online Marketing

Face to Face selling

Television Marketing

Direct Marketing

Customers & Prospects

Tele Marketing

Kiosk Marketing

Catalog Marketing

(kotler, Principles of marketing 11th edition, Page 509 fig 16.4)

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