MANAGEMENT INFORMATION SYSTEM – TCS PAKISTAN

1. Introduction (Today’s Market Scenario)

1.1. The amount of competition faced by organizations today is more intensive than it

was ever before. With the ever-expanding number of organizations and products,

customers have a wide array of choices available. As a consequence the

manufacturers and service providers now have to view their products and services

from the customers’ point of view not only to maintain a high quality but also to

incorporate the customer-defined improvements whenever needed. In order to

remain in business for long term and ensure their survival they have to

incorporate techniques that would force the customer to choose them from the

rest.

1.2. The change in paradigms has forced many organizations to redefine their mission

and strategies. Earlier the focus was merely on price and quality but now because

of intensive competition, organizations have to come up with unique strategies

that would give them competitive edge in the eyes of the customer, so that he

prefers them in the long run.

1.3. Nowadays organizations are gaining advantage through ‘quick response,’ an

aspect that is continuously in focus in developed countries. Quick Response

mainly came into being from the manufacturing point of view i.e. in order to

determine the time of replenishment in the supply chain etc. Hence quick

response in the beginning was used for the betterment of the manufacturing

industry. But with the rise in service organizations, quick response has become

equally imperative.

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1.4. Customers’ judge services by focusing on service quality dimensions, which are

reliability, assurance, empathy, responsiveness and tangibles. All these

dimensions are important to cater to in order to get good leverage from customers.

Quick response covers all these dimensions in one way or the other depending on

the organization’s mode of operations.

1.5. The markets of today have gone global, hence organizations are competing across

boundaries as distances have reduced, communication costs are low and one does

not need to be in a geographical region to be able to service customers. The

emergence of technologies like the Internet has enabled organizations to

communicate with and support customers all over the world. The power of

communication is directly related to the rapidly advancing field of technology.

With the dawning of every new day, these advancements notch up a gear, hence

as we open our eyes to every passing day, we are hypothetically stepping into a

more technologically advanced world. Technology can help an organization

achieve a lot for example:

1.6. In today’s competing environment technology has become the key for success,

but only if it creates a unique advantage over competitors. Therefore

organizations need to make sure that:

“Customer care needs to be 100% i.e. 100% availability to the customer, 100%

consistency, 100% response record and 100% fulfillment of customer's needs.”

1.7. The change in paradigms from mass production to mass customization has also

given way to the multiplication of communication mediums. Internet, mobile and

short messaging services are the modern methods that provide round the clock

availability and global connectivity. Thousands of brands of products and services

are created everyday, transmission of information through media has reached

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enormous proportions, and thus battle for the market share has become a lot

tougher.

1.8. Even a developing country like Pakistan has not stayed behind in welcoming such

changes in paradigms. The changes taking place in the world markets have

affected the local scene in Pakistan. Many international organizations are entering

the domestic market therefore increasing competition among the various

operatives. The revolution of technology has signaled expansion of IT, Internet

and Telecom networks across Pakistan. The government has opened venues in

other sectors as well to enhance growth and improve economic situation of the

country.

1.9. One such industry in Pakistan that has become popular due to its exceeding

demand in this fast paced environment is the courier industry. In Pakistan, TCS

currently dominates most of the market share as compared to its competitors like

OCS couriers, SpeedEx, Leopards, Gerry’s International and DHL etc. Many

years ago customers had only one option for sending packages, letters etc and that

was via Pakistan Post Office. But now the dynamics of the market have taken

hence the new courier services with their advanced logistics and overall

infrastructure are able to provide such services to the eager customer. ‘Time

saving’ and ‘greater accuracy’ are essential part of every industry but courier

companies would definitely be more focused on them as the services they provide

solely thrive on the above two mentioned aspects. Responding quickly to

customer is also essential in services but for courier companies it is way of

gaining sustainable competitive advantage.

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2. Aim. To analyze the Technology Communication and Supplies (TCS) Management

Information System.

3. Scope. In-depth study of Management Information System of TCS.

4. Sequence The research paper will be discussed in following sequence:-

4.1. Chapter - I. General - TCS

4.2. Chapter - II. Management Information System

4.3. Chapter - III. Operation Management System (OMS)

4.4. Chapter - IV. Operational Movements and Customer Relation Management

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CHAPTER I

HISTORY OF TCS

5. TCS History

5.1. Ever since its inception in 1983, TCS Pakistan has continued to lead, the courier

and logistics service industry in Pakistan through innovation, pioneering spirit,

commitment and passion. Starting with just 25 shipments, the TCS Express saga

now spans five continents. TCS with its international look now caters South Asia

with over 2000 locations in Pakistan. TCS Pakistan has also largely helped

redefine the very path and direction for the entire industry to follow.

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6. TCS Vision & Mission

6.1. Vision Statement. "TCS will be recognized and respected as

professional, innovative, profitable information, and knowledge based

logistics/services enterprise. TCS embeds internet based technologies into its

internal operating structures and as business solutions for customers; with

customer, employee and shareholder interests at the core of its operations;

demonstrating a clear concern for ethical conduct and good corporate

citizenship; with the objective of growing into a regional and global player, with

emphasis on the Middle East, Europe and North America".

6.2. Mission Statement. "To direct all our organizational efforts at building

upon the existing organizational strengths and brand recognition to achieve

enhanced levels of profitable growth in the core business, and diversify into new

areas that compliment and supplement the core business, with the diversification

aimed at achieving excellence and industry leader status in the new areas. The

TCS People will however be encouraged to be open to unconventional ideas and

services and recognize new trends at very early stages".

7. TCS outlets worldwide

7.1. TCS has three main operational headquarters one in South Asia, Middle East and

The Americas. For South Asia, TCS head office is located in Karachi, for Middle

East it is in Dubai and for America the head office is in Canada.

7.2. TCS has a functional organizational structure with most of the decisions being

made by the Chief Executive on the planning side and the others being made by

Chief Operating Officer for the overall operations of the company. For each Area

office branch manager is the decisive authority for the six departments as well as

the branch and station manager.

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7.3. As you can see TCS organization structure depicts that the organization is divided

into two teams. One is the front-end team the other is the back end team. The back

end team does not directly get in touch with the customer. It is the front-end team

that deals with the customers most of the time. Each team has certain objectives,

which it has to achieve. For the front-end team the back end team formulates the

objectives.

8. Courier Industry

8.1. Definition. Courier is a person or company employed to deliver messages,

packages & mail.

8.2. Features

8.2.1. Speed

8.2.2. Security

8.2.3. Tracking

8.2.4. Signature

8.2.5. Specialization

8.2.6. Commitment

8.3. Courier Methods

8.3.1. Ancient Time

8.3.1.1. Runners

8.3.1.2. Homing Pigeon

8.3.1.3. Riders

8.3.2. Modern Time

8.3.2.1. Bicycle

8.3.2.2. Motor Cycle

8.3.2.3 Trucks

8.3.2.4 Aircrafts

8.3.2.5 Railways

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8.5. Local and International companies operating in Pakistan

8.5.1. Local Companies

8.5.1.1. TCS

8.5.1.2. Speed Ex

8.5.1.3. Leopard

8.5.1.4. DCS

8.5.2. International Companies

8.5.2.1. DHL

8.5.2.2. OCS

8.5.2.3. Fed Ex

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CHAPTER II

MANAGEMENT INFORMATION SYSTEM

9. Components of TCS Courier System

9.1. Retailing

9.2. Sales

9.3. Operations

9.4. Customer Service

9.5. Accounts

9.6. Road & Transport (R&T)

9.7. Data Processor (DP)

9.8. Administration

9.9. Sentiments

9.10. Security

10. Information system in TCS

10.1. Retail Management System (RMS)

10.2. Operation System (OMS)

10.3. Customer Relationship management (CRM)

10.4. Data Processing Software (DP)

10.5. Accounts Software

10.6. Admin & HR Software

11. Retail Management System. This process is done at the front desk, where

customers come to deliver their shipments for further delivery to the destination they

want that shipment to be delivered.

11.1. Entry in System. The front desk receptionist will receive the package and

will make the entries in the system.

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11.2. Bar Code. The shipment will then be bar coded and entry in the system will

be made.

11.3. Cash. Customer will be charged and billed accordingly.

CHAPTER III

Operation Management System (OMS)

12. Security Process. Security personnel are responsible for the following tasks.

12.1. Scanning: Security scans all shipments no matter how they are booked and by

whom. If it is booked under a CN number then it must be entered in OMS

network.

12.2. OMS Operations Transactions Barcode Security Scanning

12.2.1. Checking. Security officer is responsible for ensuring that no such item

has been booked that is prohibited in company policy.

12.2.2. Counting of shipments. The officer has to make sure that he is handing

over the right amount of shipments over to the operation staff.

12.2.3. Entry in logbook. Another compulsion for security officer is to maintain

logbook. He keeps manual record of the number of shipments that are

booked.

12.3 Processing of Outgoing Mail

12.3.1. Manifesting Process Phase I. For each and every shipment that is

booked, the consignment number (CN#) must be entered in

manifest phase I. The information is entered in the following path

in OMS system.

12.3.2. OMS Operation Transaction Barcode Manifesting

12.3.2.1 Manifest Phase 2/ Cash Sale. Manifest phase II is

also named as cash sale. In this option data entry

operators enter data of those shipments, which are

booked manually. The information is entered in the

following path in OMS system.

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12.3.2.2 OMS Manifest System Manifest Phase 2. Plastic

Bag Manifest (P-Bag Manifest). According to

companies’ standard operating procedure, even if

there is single packet booked for a destination it

must be covered in white plastic bag. Plastic bag

must be prepared under serial of white sticker. The

serial number and the serial yellow consignment

numbers that are on plastic bag are scanned for

record. The information is entered in the following

path in OMS system.

12.3.2.3. OMS Red Bag Shipments. Red bag manifesting

is a process in which all plastic bags are gathered

for a similar destination in large white jute bag in

order to fulfill the standard operating procedures.

The forwarding record of this jute bag is mentioned

under the serial number of red stickers. The

information is entered in the following path in OMS

system.

12.3.2.4. Transit Manifest. It is a printed sheet in which

weight and number of red bags is entered. It is

recorded in OMS in the following path.

13. Processing of Incoming Mail from Network for Deliveries. There are basically

two shifts that handle mail. One shift is for incoming mail and other is for outgoing mail.

Working of shift ‘A’ involves processing of incoming mail. Firstly mail comes from a

network of other locations for delivery. For example assume material of Rawalpindi and

Peshawar arrives through Royal cargo service around 04:15. The Peshawar runner will

take its material from airport for onward processing. The process of de-bagging starts at

Islamabad office where ground couriers are released for onward feeding of material to

allied branches. The process of de-bagging is as follows:

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13.1. Security. Here security officer is responsible to ensure that seal of parcel is not

damaged. He then notes the seal number, weight and arrival time of mail in

registers, which is then transferred to the logbook.

13.2. De-manifesting process. Bags are then handed over to operations for de-

manifesting in which every single shipment’s consignment number (CN) is

scanned to make sure that shipment is received in operation.

13.3. Sorting/Routing. The sorting process continues where couriers pick shipments of

their route for deliveries.

13.4. Bar Code-Delivery Sheet Phase I. Every courier is liable to enter the shipments

that he is taking for delivery in ‘delivery sheet phase I’. This sheet is then printed

for signing from shift in charge officer and security officer where he makes sure,

that the courier is taking the shipments that are mentioned in ‘delivery sheet phase

I’. Everyone can access this sheet on the Operations Management System (OMS);

a database that contains all operations related documents.

13.4.1. OMS Delivery System Transaction Bar Coded Delivery Sheet Phase 1

13.4.1.1. Deliveries. Now couriers are ready to make deliveries of

their routes where they get a signature from the consignee

of the shipment and if delivered they note down the time on

printed delivery sheet as well.

13.4.1.2. Bar Code-Delivery Sheet Phase II. After the deliveries

have been made, courier is liable to enter data regarding

delivered shipments in ‘delivery sheet phase II’. The

information is entered in the following path in OMS

system.

13.5. OMS Delivery System Transaction Delivery Sheet Phase 2

13.5.1. Debriefing. The key feature of debriefing officer is to collect delivery

sheets from couriers, to ensure that courier delivers all the shipments to

consignees that are mentioned in the sheet. If there are some shipments

left that are not delivered, then the debriefing officer will collect these

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shipments with a valid reason from couriers. The reasons can be shipments

with bad address, close address, no such consignee, and wrong addressees.

A shipment of close address is attempted next day and shipments with bad

address and shipments for which consignee is not available are given to

customer services department at the end of the day for onward processing.

CHAPTER IV

Operational Movements and Customer Relation Management

14. Operational Movements

14.1. Ground Courier movement Rwp/ISB. Rawalpindi is the hub that is why it

receives mail of its allied branches. Ground couriers manage onward forwarding

of the material, which is released for the following destinations from Rawalpindi.

14.2. Air Craft movement. Material arrives at hubs through aircraft. Two each AN-12

and AN-26 are operated for this task.

14.3. Out-going Operation Plan for Sunday. On Sunday aircraft’s are not operated.

Therefore all outgoing mail of Lahore hub and Karachi hub is forwarded through

an express runner.

14.4. In-coming Operation Plan for Sunday. Aircrafts of PIA and Shaheen airlines

are used for delivering incoming mail. Then from LHE shipments reach ISB/RWP

through an express runner. The use of PIA and express runner is done for ‘by

hand material’. ‘Normal shipments’ of KHI for ISB reach ISB through train

courier. Whereas ‘heavy material’ reaches ISB through Shaheen Cargo Service.

14.5. These are the main processes of TCS. They ensure that the parcel is delivered

effectively and efficiently to its desired location. These processes are primarily

concerned with TCS main service offering that is delivering parcels to recipients

around the country.

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14.6. TCS has strong management and organization structure as well as processes that

support the recruitment of the right people to do the right job. People are its

biggest asset, since they are the ones that directly come into contact with the

customer. Therefore TCS has to have people who are willing to work hard as it

can only lead to success.

“The only place where success comes before work is in a dictionary.”

Vidal Sassoon

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15. Track Your Order. TCS is providing unique service to their customers that they can

track their orders by different ways.

15.1. Track by Email. Send an email to track your current order status.

15.2. Track by SMS. Track your order by sending an SMS +923332177168 with

only 1 Tracking Number in the body of the SMS. (Normal SMS charges apply).

15.3. Track by Reference No. Track your order status with your reference number.

15.4. Track by Door Tag No. Use a door tag number to track the status of your

order.

15.5. Call Center. The TCS also provides the service of call center to facilitate their

customers in order to get your shipment updates, product and service information

for domestic, international sentiments and overland's services by just call 111 123

456. This service is currently available in Karachi, Lahore, and Islamabad.

15.6. Sentiments Express. TCS Sentiments Express is a personalized, high valued gift

delivery service offering a wide array of gifts from gourmet cakes, floral

bouquets, ethnic sweets, to various other elegantly wrapped gifts, delivered with a

personalized greeting card in Pakistan. Since 1989, TCS Sentiments Express has

been part of TCS, the leading air express courier in Pakistan. In the time, it has

become Pakistan’s premier gift delivery and greetings service.

16. International Express Services

16.1. The TCS Red BOX . TCS Red Box has made it so simple, convenient and cost-

effective to send all you want, to your loved ones, anywhere in Pakistan, UAE,

and Great Britain. Be it toys, clothes, shoes, gifts, samples or any thing you may

fancy, Red Box delivers all. Show your loved ones how much you care with TCS

Red Box.Just take your gifts to the nearest TCS Express Centre and we will take

care of everything including the box. Red Box Service is available in a choice of

two different weights. 10Kg and 25Kg.

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Red Box Rates

Weight UAE

10kg US$ 35.48

25kg US$ 70.97

Each Add. Kg US$ 3.23

Weight UK

10kg US$ 67.74

25kg US$ 112.90

Each Add. Kg US$ 4.44

   

The above rates are based on NBP exchange rate (USD) prevailing on the

last day of the preceding month.

16.2 Students Express. This amazing service delivers your documents to the

College, University or any other Educational Institution of your choice anywhere

in the world. To avail TCS Student Express, the student will have to furnish the

following at the time of booking their documents.

16.2.1. Copy of student's ID card or letter from College/University certifying the

student's bona-fide status.

16.2.2. Documents should be sent to an educational institution School/ College/

University/ Hospital) abroad.

16.3. UAE Express. UAE Express provides an excellent and personalized

service to all its import and export based customers for their documents and

parcels express delivery services at their door step. We offer most economical

rates and fastest transit time for all shipments booked through UAE Express.

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UAE Express Rates

Pakistan to UAE

Documents Parcel

Rs. 850/- + GST upto 0.5kg Rs. 1000/- for 1st kg

Rs. 150/- + GST for each

additlonal 0.5kg

Rs. 200/- for each additlonal kg

UAE to Pakistan

Documents Parcel

Rs. 900/- + GST upto 0.5kg Rs. 1500/- for 1st kg

Rs. 300/- + GST for each

additlonal 0.5kg

Rs. 300/- for each additlonal 0.5 kg

Customs duties and Govt. levies, if any, to be paid by the customer.

Pakistan to UAE - Heavy Shipment

Weight Rate

50 kg Rs. 7,000/- each additional kg 175/-

100 kg Rs. 13,000/- each additional kg 150/-

Volumetric weight will be calculated as per IATA standards

16.4. Domestic Express Services. TCS has emerged as the most trusted name for

delivering a wide range of documents, packages, parcels and cargoes within

Pakistan. Domestic Express Delivery Services include.

16.4.1. Same Day Express Delivery

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16.4.2. Overnight Express Delivery

16.4.3. Second Day Express Delivery

16.4.4. Third Day Delivery

16.4.5. Time-Stipulated Express Delivery

16.4.6. Fragile & Special Handling Express Delivery

16.4.7. Out-of-Service Area Deliveries

16.4.8. 10 & 25 Kg Economical Red Boxes

16.4.9. Bulk Express (Economical dispatch for 5000 and above shipments)

16.5. Other Services

16.5.1. Quick Response. One way customer can be satisfied is by quickly

responding to their needs and expectations. Response also known as

flexible, reliable and quick response includes entire range of values related

to timely product/service development, delivery, customer feedback and

performance. Service development involves a number of complex steps

starting from idea generation, which ends with post introduction

evaluation. There are various types of new services that companies can

introduce like major innovations, service line extensions, service

improvements and style changes etc. A business can focus on any type of

new service to further enhance the service experience. Firstly the idea for

the new service in the planning process is screened against the established

business strategy. Then the concept is evaluated with the help of

customers and employees. This is done on a small-scale basis, which is

further followed by a market test where a prototype of the service is

offered to customers and then if each step is successful it is introduced in

the market on a large scale.

16.5.2. The product and service development process can only be measured

through the time its takes from the initial planning to the final introduction

of the service. This process is mostly done by the top management of the

company but it will only be successful if inputs from all members of the

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organization, as well as the employees and customers, is included the

initial stages.

16.5.3. Delivery is really important for services like couriers’ especially since

they promote time needed for delivering parcels. Delivery’s major

measurement is time as well since everything in the organization is done to

reduce the transit time. To reduce this time a series of steps are involved to

ensure that package is delivered. It includes steps of how parcel is

collected and scanned, then sorted out for area of delivery, then handed

over to ground courier for dispatch and finally delivered to the recipient.

This is just an example of how a parcel may be delivered but there are

other many minute steps involved, which are needed to fulfill the

requirements of delivery. But these are the internal steps taken to ensure

service delivery does take place. For example even when you go to a

restaurant the final delivery is the dish that you ordered fifteen or twenty

minutes ago. But the internal steps involved were included in the

preparation of the dish. All these steps are standardized to ensure service

quality is excellent and ensures that delivery is reliable and efficient.

16.5.4. Customer feedback is also very important aspect of quick response

because getting customers’ views about delivery; new services would

ensure that they are according to what customers want. Customer feedback

can be gathered through various ways like customer satisfaction surveys,

after sale call in service or just by getting in touch with customer service

and placing queries and requests. Another way to gather customer research

is through complaint solicitation. Companies can use complaints as

research and collect/document them. Then use the information to identify

dissatisfied customers, correct individual problems where possible and

identify common service failure points. Through customer feedback,

companies can remove service standards and measures that are company

defined to reach internal company goals for productivity, efficiency, cost

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or technical quality. Instead a company must set customer defined

standards. Standards based on important customer requirements that are

visible to and measured by customers.

16.6. Advantages of Quick Response. There are several advantages of rapid

response. They are as follows.

16.6.1. Sharper focus on the customer. Customer becomes the center of

attention for faster response for both standard and custom-designed items.

Everything is done keeping the customer in mind.

16.6.2. Better management. Attention is focused more on improving the

infrastructure and systems of the organization to make it more responsive.

16.6.3. Efficient processing. If work processes are efficient then it reduces

inventories, eliminates non-value added steps, allows for things to flow

smoothly and eliminates bottlenecks.

16.6.4. Higher Quality. The over all system of the organization improves to

make everything accurate, reliable, consistent and correct.

16.6.5. Elimination of overhead. If unnecessary steps used in processing are

eliminated then the overhead needed to run those steps reduces

considerably.

16.6.6. Faster revenue generation. Since being responsive requires faster

deliveries, orders can be billed faster and thus cash flow can be improved

by reducing the need for working capital.

16.6.7. Better communication. Directly communicating with customer results in

fewer mistakes, oversights and lost orders.

16.6.8. Improved morale. As processing steps are reduced, employees are more

focused on their jobs and work diligently in producing efficiently.

16.6.9. In a fast-paced business environment, a firm's speed in product design,

manufacturing, and product introduction is essential for winning

customers. Companies are indeed competing against time. Speed a part of

quick response has become a new source of competitive advantage.

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Service organizations such as McDonald's, Lens Crafters, and Federal

Express have always competed on speed/time/response. Now both

manufacturers and services are discovering the advantages of time-based

competition.

16.7. TCS Fleet. TCS has a fleet of dedicated aircrafts, light and heavy trucks, cargo

vans and cargo motorbikes to ensure the fastest possible deliveries of urgent

documents and shipments across the country. It has the biggest fleet in the

organized sector in Pakistan comprising over 160 vehicles with 22 trucks, 20

inter-city runners and the remaining within the city transport vehicles. It also has a

network of 250 Express Centers across the country backed by a fleet of over 2000

motorcycle riding couriers. TCS has a 3,500-strong workforce and prefers to call

its staff and workers as 'our people.' And a 24-hour Customer Service is always on

stand-by.

16.8. TCS Aviation. Adding aircrafts to the fleet was another trend-setting new

initiative by TCS, also a first for Pakistan's courier industry. This dedicated air-

operation, based on two special cargo airplanes, allows TCS to follow its own

exclusive timetable and thus connect hundreds of its locations across Pakistan

through five airports. It also enables TCS to offer its customers an extended book-

in time at its express centers till late in the evening and the timely delivery of the

shipments early in the morning, anywhere in the country. The aircrafts in the

dedicated TCS fleet are Russian Antonovs with a capacity of 5 - tonnes each thus,

making TCS truly self reliant in their air transport capability.

16.9. TCS Fleet in Action; Trust a Leader to Deliver. When a customer books a

package by TCS to another city it gives a sleepless night to around 80 people

across the country. Intense coordination and effort goes into its delivery to the

recipient and the dedicated staff of TCS swings into action the moment the

package is handed over at the booking center. Two aircrafts wait one at Islamabad

and the other at Karachi. Their cargoes arrive from different cities all over

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Pakistan and they travel all night loading and unloading in Islamabad, Lahore,

Multan and Karachi.

16.10. Up and down these machines go manned by their Russian aircrew. Operations are

conducted on all working days, regardless of rain or fog, cold or heat. From 2100

to 2230 hours TCS vans from cities like Abbottabad, Peshawar, and Islamabad

arrive at the Shaheen Cargo terminal at the Islamabad airport, carrying loads of

the 'Overland Express' and Courier Division. The Russian twin turboprop AN-26

is painted in the brilliant red TCS corporate colors and logo on one side and the

logo of the operators Shaheen Air on the other.

16.11. The heat of the humid July night does not deter, and the staff segregates the

packages of all shapes and sizes for delivery to different destinations. By 2250

hours the sorted cargo is onboard the aircraft, which has a capacity of 5 tons.

Loaded to around 3 tons in Islamabad it is apparent that a lot of business is being

done between the capital and Karachi. Obtaining a green signal from the control

tower the rear hatch of the aircraft is gradually shut after the aircraft has started

taxiing for takeoff towards Lahore.

16.12. What about the Russian technology that goes into these planes? Well apparently

the overhead costs of maintenance and fuel are about 50% lesser than other

European aircraft. The Russian pilots know their machines well, and hailing from

a certain select part of Russia they have legendary eyesight that gives them

advantage in landing in foggy nights. Where other pilots refuse to go the TCS

pilots land and take off effortlessly.

17. Conclusion. Courier Service has given new dimension to delivery services, specially

by the induction of IT business Models. The Customer Satisfaction is their 1st priority in

providing them quality service. Through Check & balance, User friendly Business

Model, Trained of Staff and through Interconnect ability we can have better courier

facilities.

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References

• Mr. Javed Iqbal Asst Manager Overland Operations TCS

• TCS Regional Office

• www.tcs.com.pk

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