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Transforming The People Network


The international courier delivery business headquartered in the Netherlands, TNT Express provides door-to-door shipping to more than 200 countries worldwide. When its IT organisation needed to be reshaped to support the company’s planned growth and ongoing sourcing strategy, TNT opted to restructure based on a ‘Demand versus Supply’ operating model. The initial phase of transformation focused on the supply team, separating out strategy, design, build and run activities.

“We then initiated and led a change programme to optimise the people, process and technology capabilities of TNT Express by designing and delivering a new Target Operating Model,” says Carol Apperley, Head of Service Operations, Leading Resolutions. This included providing subject matter expertise in key work streams including Commercial, Applications Infrastructure, Technology Infrastructure, Organisation Structure and Service Management.


Throughout, the Leading Resolutons team had to carefully consider the impact of change on geographic loca on, size of opera ons and cultural differences, looking at individual sites to understand local resources and demands. Crucially, the transformation process saw no interruption in TNT’s ability to deliver high quality services to the business: “On the contrary, immediate gains included clearer accountability in service delivery and the ability to manage suppliers far more effectively.” Carol says. “TNT Express could maintain its focus on ‘in-flight projects’ whilst restructuring the organisation to better manage Demand versus Supply.”

The leadership, energy and innovation Leading Resolutions brings to the table are refreshing. The company’s practical and pragmatic approach, and constant focus on delivering quality results, accelerated significant improvement in our service management function and set the organisation up for continued success

Jason Parkhouse, Global IT Operations Director, TNT Express