Page 177 - DMGT546_INTERNATIONAL_TRADE_PROCEDURE_AND_DOCUMENTATION

International Trade Procedures and Documentation

Notes

TNT encourages its people to ‘think on their feet’. They are expected to seize opportunities
and not just meet customer requirements but also exceed them. This is part of the
organisation’s entrepreneurial culture. TNT encourages people to make decisions for
themselves (based around documented procedures and values), rather than wait to be told
what to do.
This helps to give faster responses to customers. TNT also set up an employee suggestion
scheme, called I’dea. Employees can make suggestions for improving working practices
and TNT can learn from its people as well as helping them to develop. This is part of its
two-way commitment model.
Recognising the People behind the Promise
Employees are one of the most important resources a service organisation has and TNT’s
ability to deliver on its Customer Promise rests in its people. Effective organisations need
engaged people who have the skills to deliver the company’s aims and objectives. This
needs a two-way commitment. Employees need to be committed to the organisation; the
organisation needs to support and reward its employees.

TNT recognises the contribution its people make in different ways. First, it invests in
developing people, offering a variety of career options from driving to marketing. It
carries out a training needs analysis for new employees. This assesses their existing skills
and abilities in order to identify the training and development requirements that
employees may have in order to carry out their current roles effectively. This also helps
them to progress their career within TNT. TNT provides the training people need to do the
job (learning the specific skills and knowledge required to work in the TNT way), as well
as opportunities for personal development. TNT was one of the first 16 businesses to
achieve Investors in People (IiP) status.
This is an independently accredited standard awarded to organisations that demonstrate
commitment to people development. Investing in people helps to increase customer
satisfaction and leads to more business.
TNT’s focus on enhancing people’s wider capabilities as preparation for future roles in the
company leads to a ‘win-win’ situation. Employees gain from good jobs with prospects. The
organisation gains from employing people who are able to promote its brand values and
deliver exceptional service. Developing people helps to ensure the company has the right
skills in the workforce to improve performance today and grow the business tomorrow.

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