“Delivering Global Excellence” Alan Jones

Group Managing Director

Global integrator

To be the most successful global business to business express delivery company

Our vision

Provide the fastest and most reliable express delivery service

Our mission

On demand door to door service Customer collection request received at local depot Collection details passed to local van Driver collects parcel from customer Parcel returned to collection depot for routing to delivery depot Linehaul to TNT Jet Station for export Parcel flown to TNT Jet Station in destination country Sort to destination country at TNT Superhub Parcel flown to TNT Europe Hub in Liege Clear customs and load on TNT aircraft at TNT Jet Station Clear customs and sort to local depot Linehaul to local depot Tranship onto delivery vehicle at local depot Parcel delivered on time

 Air express hub in Liege

European air network HEL OSL ORB ARN SVG

  55 airports served (up from 43 in 1999)

SNN ORK

500 sectors flown each week

BFS DUB EDI LPL BHX MME STN 3 2 LGG JFK CDG NTE BLL HAJ CGN FRA GOT CPH MMX LEJ PRG WAW NUE GVA BSL VIE BUD LYS BOD VIT BGY BLQ OPO TLS MRS NCE ZAZ LIS MAD BCN CIA VLC SVQ ATH IST

European road network IC Road Express Hubs in:

Arnhem Northampton Paris Frankfurt Helsingborg Milan Hannover Brussels Nuremberg Madrid

IE PT ES MAD FI SE TKU NO GB NXH GNQ FR QAR BZQ NL BE LGG CH DK HLB ET LV LI BL HNJ PL DNG MIL IT CZ VIE SL AT SO CR BO HU HZ AL MA GR RO BU OK RU

Our global strategy

Build upon the leading position of TNT Express in the European door to door express delivery market and achieve profitable growth in the rest of the world by delighting customers

Key elements of strategy

         Delight customers with friendly fault free service Create and exploit unique express delivery products Focus on small to medium sized users Service profitable global accounts in carefully selected vertical markets with a central sales team Offer easy to use systems and technologies Expand the TNT Express network in key markets Develop profitable national services where successful TNT Express International operations are in place Be the employer of choice in our industry Use the EFQM Excellence Model everywhere

EFQM business excellence model ENABLERS PEOPLE RESULTS PEOPLE RESULTS LEADERSHIP POLICY & STRATEGY PROCESSES CUSTOMER RESULTS KEY PERFORMANCE RESULTS PARTNERSHIPS & RESOURCES SOCIETY RESULTS INNOVATION AND LEARNING

Our seven key processes

 Winning and keeping profitable customers  Delivering on time and in perfect condition  Issuing clean invoices and getting paid  Recruiting, equipping and empowering people  Ensuring safe and secure work places  Creating and strengthening competitive edge  Making money

Our winning formula

 Ask customers what they want  Equip all staff to provide customer satisfaction  Measure key outcomes for improvement  Create enthusiasm and success  Recognise and reward all achievements  Always strive to beat previous best performances

Engage all staff in the pursuit of agreed objectives

          Share the vision and mission Engage everyone in the plan Recruit for attitude Train for skills Provide empowerment Seek opinions Measure satisfaction Promote from within Recognise excellence Create unity of purpose

Measure employee satisfaction People Survey

Does TNT have a responsible attitude to the community?

How do you rate TNT as an employer?

How do you rate your working environment?

Does TNT provide equal opportunities for all?

How well does TNT meet our customers’ needs?

TNT offers a good quality service?

Satisfactory & Above 2001

94%

2000

92%

1999

85% 91% 83% 85% 94% 92% 91% 79% 83% 94% 91% 83% 73% 75% 88% 88%

Engage all staff in the pursuit of agreed objectives

“Take care of your people, let them take care of your customers and the rest will take care of itself”

2000 IIP Assessment

“It was rewarding to talk to TNT people as far apart geographically and culturally as Delhi, Santiago de Chile and Arnhem and to perceive unity of management commitment to people. I use these places only as an example because every TNT location would permit the same comment. There is a sense of pride and enthusiasm everywhere supported by a commitment to service excellence at all levels”

Roger Rix IIP Assessor

2000 IIP Assessment

“TNT has created an environment that is conducive to change by capturing the hearts and minds of employees” IIP Assessor Feedback Report 2000

120 100 80 60 40 20 0 Operating Profit Six Months Ended June 30 €106.9m

€72.6m

2001 2002