Culture Change at TNT China (B)

As a global transportation and distribution company, TNT N.V. provides mail and express delivery services to its customers in more than 200 countries, and is one of the most admired delivery and express companies throughout the world. However, TNT China had once faced severe challenges. This case series describes how Michael Drake committed to change in TNT China from his appointment as the Managing Director of TNT China International Express, and how over five years he turned TNT China around and enabled its remarkable achievements in the Chinese market. Case (A) introduces the challenges and primary task Drake faced as a new executive; Case (B) elaborates on Drake’s business philosophy, his new management team, interventions he implemented in TNT China, the way through which he managed to win support from the board and the outcomes of all these changes. This case series explores the following questions: how does a global company adapt its operations to overseas markets? How does the company implement effective culture and process changes in foreign subsidiaries?