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    TNT Express

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    Shruti91091
    TNT Express is a European leader in express delivery services. They needed a system to better share knowledge between contract managers and leverage their solutions to improve service and retain customers. They worked with CoolProfs to develop the GARD system using Agile methodology. GARD allows contract managers to access previous solutions, share knowledge, and is monitored by management to efficiently allocate resources and prioritize work. It helped TNT provide better service and support global account management.

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    TNT Express

    Uploaded by

    Shruti91091
    160 views22 pages
    TNT Express is a European leader in express delivery services. They needed a system to better share knowledge between contract managers and leverage their solutions to improve service and retain customers. They worked with CoolProfs to develop the GARD system using Agile methodology. GARD allows contract managers to access previous solutions, share knowledge, and is monitored by management to efficiently allocate resources and prioritize work. It helped TNT provide better service and support global account management.

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    Tnt Express

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    TNT Express is a European leader in express delivery services. They needed a system to better share knowledge between contract managers and leverage their solutions to improve service and retain customers. They worked with CoolProfs to develop the GARD system using Agile methodology. GARD allows contract managers to access previous solutions, share knowledge, and is monitored by management to efficiently allocate resources and prioritize work. It helped TNT provide better service and support global account management.

    Copyright:

    Attribution Non-Commercial (BY-NC)
    Download as PPTX, PDF, TXT or read online from Scribd
    Download as pptx, pdf, or txt
    160 views22 pages

    TNT Express

    Uploaded by

    Shruti91091
    TNT Express is a European leader in express delivery services. They needed a system to better share knowledge between contract managers and leverage their solutions to improve service and retain customers. They worked with CoolProfs to develop the GARD system using Agile methodology. GARD allows contract managers to access previous solutions, share knowledge, and is monitored by management to efficiently allocate resources and prioritize work. It helped TNT provide better service and support global account management.

    Copyright:

    Attribution Non-Commercial (BY-NC)
    Download as PPTX, PDF, TXT or read online from Scribd
    Download as pptx, pdf, or txt
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    European leader in global express and courier services for the corporate market, with the largest land

    and air infrastructure for the provisioning of doorto-door services in Europe. TNT carries 4.4 million packages with documents and cargo to more than two hundred countries every week.

    A system that would allow them to scale and adapt faster to customers needs in order to increase account retention and development.

    CONTRACT MANAGER 1

    CONTRACT MANAGER 2

    CONTRACT MANAGER 3

    CONTRACT MANAGER 4

    CUSTOMER 1

    CUSTOMER 2

    CUSTOMER 3

    CUSTOMER 4

    At TNT Express, large customers are


    assigned dedicated Contract Managers, and these are focused on solving the problems of those particular customers. As a result, Contract Managers dont always know what their colleagues are working on. Some solutions might be used for single customers when they could have worked for other customers faced with similar problems, regardless of the customers industry.

    The management team had little insight on how much value each solution provided by TNT was bringing to the customer. In addition they did not know what tasks each Contract Manager was performing for each customer. This lack of visibility and structure didnt allow the Contract Managers to easily join efforts and provide better solutions to the end-customers. Contract Managers ended up being general problem solvers. In some cases they were working on activities that were outside their scope or working on things that others were also working on. This resulted in an inefficient resource allocation due to a lack of workload and priority management.

    The new system would have to promote synergies between Contract Managers and leverage their knowledge, experience and solutions. It would also provide relevant data to the management team in order to assist them in making the best operational decisions in terms of resource allocation, workload and priority. The system would allow TNT Express to increase their efficiency and provide a higher quality of service to a larger customer base.

    TNT Express decided to develop GARD, a new system within the Global Account Management Department. After seven (7) weeks, TNT Express had the complete solution they wanted, on time and within the budget defined for the project.

    GARD SYSTEM

    WORKLOAD MANAGEMENT::for the Contract Managers


    allows for a better and more effective allocation of individuals to activities. PRIORITY MANAGEMENT::through the system allows management to better oversee each Contract Managers workload, and be able to make informed changes to what each Contract Manager should address at a particular point in time.

    CUSTOMER RELATIONSHIP AND KNOWLEDGE MANAGEMENT::module allows a more proactive response to


    customers needs. Contract Managers can search through and identify previous solutions to similar problems so they can be reused. Sharing knowledge and best practices from the entire workforce provides a better service to each customers problems, while increasing internal efficiency.

    SUPPLY CHAIN MANAGEMENT::module to


    support the Logistics Management challenges that the business faces on a day-to-day basis. Includes planning, implementation and control for the efficient flow of goods to meet customer & legal requirements. REPORTS AND MONITORING::capabilities allow the management team to quickly assess and make informed decisions regarding the status of each activity and the status of the logistics workflow activities.

    WORLDWIDE COMMUNICATION TOOLS::allow for the Contract Managers to remotely


    communicate with one another and forge better solutions to address specific customer problems through the online GARD system.

    Rapid system buy-in and adoption by key-users and stakeholders: The Agile methodology employed by COOLProfs, and enabled by OutSystems Agile Platform, allowed the systems key stakeholders (the Contract Managers at TNT Global Account Management) to fully participate in the development of the system. This ensured the early adoption of the system by end users. It also allowed for fast incorporation of user feedback to create the exact solution that users need, bringing direct value to the business.

    COOL Profs a consulti ng firm

    AGILE METHODO LOGY approach to project manage-ment, typically used in software developm ent.

    Fully customized solution delivered on time (7 weeks) and within budget.: The short time to market and the Agile methodology employed during the development of GARD allowed TNT to begin reaping the benefits of their investment in less than 2 months much sooner than if the project had been done using other alternatives, and with several critical features that would have been unavailable in existing commercial packages. It is expected that GARD will play a key role in securing TNTs Global Accounts revenue, which accounts for around 20% of the total TNT Express revenue.

    Intelligent resource allocation, workload and priority review:

    GARD provides a structured working environment that streamlines and enhances business retention and the development of TNTs portfolio of global customers. The system ensures better control over the whole processes of Contract Managers. It assigns them more efficiently to projects and it allows TNT to respond more proactively to the needs of customers by reusing solutions and sharing knowledge and best practices.

    Global centralization brings control and structure to requests for support:

    GARD assists Global Account Managers to solve requests for support in the logistics operations of TNT Express. The system helps to determine best practices and business cases and thereby speeds up the process of solving logistics issues.

    Global knowledge base of best practices for support provisioning:

    GARD allows Contract Managers to group together their extensive knowledge and experience to support the key business processes and facilitate account retention and development. GARD ensures that the global resource pool of Contract Managers (approx. 20 people and growing) shares best practices and focuses its efforts on the most important issues.

    http://www.outsystems.com/casestudi es/TNT%20Express/GARD/

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