Case Study At a Glance
In 2006, TNT China Express began a journey that would transform how it operated as a business, resulting in dramatic improvements to customer satisfaction, company culture, and bottom line results.
This transformation centered around a very strong focus on delivering the best customer experience and backing that up with systematic organizational improvements. TNT customers, employees, and partners were all considered as stakeholders of this change and the approach to making improvements was both focused and flexible, allowing input from all of these stakeholders and adjustments to the program along the way.
The outcomes of this journey have exceeded all expectations and have propelled TNT Express’ profitable growth in China.