INDIVIDUAL CASE ANALYSIS

Name: Lycel B. Geyrozaga

Case Tittle: Business Process Management within TNT Express

Subject: Managerial Accounting

I. Background

Business Process Management (BPM) is a discipline in operations

management in which people use various methods to discover, model,
analyze, measure, improve, optimize, and automate business processes.
It also focuses on improving corporate performance by managing
business processes, thus saying that any combination of methods used to
manage a company's business processes is considered BPM. Processes
can be structured and repeatable or unstructured and variable. Though
not required, enabling technologies are often used with BPM.

TNT Express, a global Express Parcels Company, launched BPM as one of

their programmes. The nine key process owners appointed a team of
experts. These teams were assembled to build and then deploy the
model.

As cited in the case, leadership is highly given the importance as such

paves the way for the purpose of the organization. It also serves as the
visual link for the company and its employees to see how are they
connected to their customers.
II. Issues and Concern
 Having launched BPM as one programme, TNT experienced several
setbacks. As cited in the case, there is a weakness in understanding
or real commitment to the BPM programme from some areas of
management. Since this is a competitive segment, the market
share growth is limited.

III. Point of View

IV. Statement of the Problem

1. First, although the model had been created and agreed to be
implemented, it only existed on paper. TNT management’s
implementation drawn its own challenges leading to the creation of
implementation process.
2. Second, a crisis arised when one of TNT’s largest customers turned out
to be dissatisfied of their service.
 V. Objectives
 Diversification in products & services.
 Expansion and penetration in newer regions.
 Met the needs and wants of the customers
 Offer a low cost product

VI. Areas of Consideration

 Small competitors with low cost services.
 Signs of economic slowdown.
 With the financial crises, TNT experienced customers switching to
slower but more economical services.
 DHL and UPS as their biggest competitors.

VII. Alternative Courses of Action

Good process management and improvement comes a regular routine of
measuring, analyzing and then taking corrective action on the process.
Through the scoring system developed by the Process Excellence team,
the company gained important learning points. They were able to look at
things in detailed manner and have monitored improvement projects and
was able to solve the “not so good” areas in their operations.

VIII. Recommendation
With their adherence to the EFQM model, TNT made great advances. This,
therefore, should be what the company does. Continuing to implement their
proposed models or methodologies can greatly help the company in dealing
with crises should the matter arises. TNT should continue the practice of
involving the middle management in all aspects and processes of the
business. The creation of the Supervisory Board and other middle
management teams and experts has a key role which made the company
break out of the “silo” mentality leading them to achieve and improve
sustainable changes.

TNT should also likely to develop a competitive strategy that can be based
on two things. First, having a distinctive position in the market. TNT’s
market position is based on differentiating itself from rivals through its
speed, reliability and service. Second, building core strengths (known as
core competencies).

IX. Plan of Action

The case cited that in order to meet solutions to the problems, TNT
management made actions.
1. They created several models/methodologies that will address to the
problems at hand.
 DMAIC (Define, Measure, Analyze, Improve, Control)
 DMEDI (Define, Measure, Explore, Develop, Implement)
2. They focused on the core operational process of Delivering on Time in
Perfect Condition (DoTPC).
3. TNT’s strategies need to take into account a number of important
areas:
 What goods and services to produce, e.g. an integrated delivery
service.
 Which of its trading areas in the world will deliver best return on
investment.
 How to build a competitive advantage e.g. through customer-
focused services.
X. Conclusion
TNT Express, a global Express Parcels Company, with its vision and
continuously working to achieve it. They are giving their services
across the globe. Due to their trust and reliability and effective
service to the world.

XI. Updates on WorlCom