TNT Express Annual Report 2011

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Overview 2011 and strategy Chapter 1 CHAPTER 1 OVERVIEW 2011 AND STRATEGY I. MESSAGE FROM THE CEO 6 II. OUR EXECUTIVE BOARD 8 III. REPORT OF THE EXECUTIVE BOARD 9 IV. EXECUTIVE BOARD COMPLIANCE STATEMENT 16 V. STRATEGY: BUILDING ON STRENGTHS 17 5
Overview 2011 and strategy Chapter 1 I. MESSAGE FROM THE CEO HIGHLIGHTS 2011 In May, following the demerger from TNT N.V., TNT Express started as an independent listed company. TNT Express is now a focused express delivery company, with a fully engaged workforce committed to delivering the highest customer satisfaction. Our service quality has achieved an all time high with a 96% on-time delivery performance for the one million daily deliveries that our customers entrust us with. This has resulted in 92% of our customers having their expectations met or exceeded, which is an impressive level in our industry. Our high quality service has enabled us to retain and develop our business with these customers, in addition to winning new ones. Our focus on service has led to a resilient performance in our home market, Europe and Middle East and Africa (Europe & MEA) where we offer a best-in-class product portfolio of delivery services and possess leading market positions. Outside of Europe & MEA, we have responded to the rapidly changing market conditions in Asia, where we reduced our intercontinental air capacity on China to Europe routes. We responded quickly and while this did not fully counter the significant decline in demand, it helped reduce the negative impact on profitability in the second half of the year. Our China domestic platform saw excellent growth of our day-definite deliveries, which now account for nearly 30% of our revenues and place the business on track to deliver the breakeven target set for 2013. Our domestic activities in Brazil suffered from customer losses at the beginning of the year. As the year progressed, we re-established service quality and gained new volumes from local and multinational customers, laying a solid basis for the company’s turnaround. Our objective is to provide the best possible working conditions for our employees and to act responsibly towards the environment. In 2011, we continued to invest in health and safety, environment and sustainability partnership initiatives. All these achievements have been made thanks to the dedication of our people and the trust of customers that work with us as their supply chain partner, delivering their business to their customers. 6
Page 1 and 2: Building on Strengths Annual Report
Page 3 and 4: At a glance AT A GLANCE Financial C
Page 5: Table of contents CAUTIONARY NOTE W
Page 9 and 10: Overview 2011 and strategy Chapter
Page 23 and 24: Business performance Chapter 2 CHAP
Page 25 and 26: Business performance Chapter 2 II.
Page 27 and 28: Business performance Chapter 2 Desp
Page 29 and 30: Business performance Chapter 2 VI.
Page 31 and 32: Corporate responsibility performanc
Page 39 and 40: Governance and compliance Chapter 4
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Governance and compliance Chapter 4
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Statements Chapter 5 I. FINANCIAL S
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Statements Chapter 5 Consolidated i
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Statements Chapter 5 Consolidated s
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Statements Chapter 5 The Internatio
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Statements Chapter 5 An associate i
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Statements Chapter 5 Land is not de
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Statements Chapter 5 that are subst
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Statements Chapter 5 Trade accounts
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Statements Chapter 5 Consolidated s
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Statements Chapter 5 contributions
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Statements Chapter 5 to sell. Fair
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Statements Chapter 5 In 2010, two a
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Statements Chapter 5 The ageing ana
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Statements Chapter 5 Legal reserve
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Statements Chapter 5 The total net
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Statements Chapter 5 Status of fund
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Statements Chapter 5 13 Other curre
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Statements Chapter 5 The labour for
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Statements Chapter 5 Marie-Christin
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Statements Chapter 5 Members of a s
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Statements Chapter 5 21 Net financi
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Statements Chapter 5 The expiration
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Statements Chapter 5 Acquisition of
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Statements Chapter 5 Rent and opera
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Statements Chapter 5 At 31 December
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Statements Chapter 5 30 Financial i
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Statements Chapter 5 The fair value
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Statements Chapter 5 − − consol
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Statements Chapter 5 The following
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Statements Chapter 5 The balance sh
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Statements Chapter 5 TNT EXPRESS N.
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Statements Chapter 5 Pension disclo
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Statements Chapter 5 Guarantees TNT
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Statements Chapter 5 OTHER INFORMAT
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Statements Chapter 5 EXTRACT FROM T
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Statements Chapter 5 II. CORPORATE
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Statements Chapter 5 NOTES TO THE C
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Statements Chapter 5 ISO 9001 certi
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Statements Chapter 5 10 Internal pr
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Statements Chapter 5 Lost time acci
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Statements Chapter 5 CO 2 emissions
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Statements Chapter 5 26 September 2
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Statements Chapter 5 22 Waste Waste
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Statements Chapter 5 OTHER INFORMAT
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Statements Chapter 5 INDEPENDENT AU
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Investor relations and share price
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Investor relations and share price
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Annexes ANNEXES ANNEX 1 - GLOBAL CO
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Annexes Extent of Nr G3.1 INDICATOR
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Annexes Nr G3.1 INDICATOR Disclosur
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Annexes Nr DMA DMA DMA Extent of re
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Annexes ANNEX 2 - GLOSSARY AND DEFI
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Annexes Greenhouse Gas Protocol The
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Annexes Sustainable energy Sustaina
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TNT Express Annual Report 2011

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