"Running a call-center anywhere is an extremely difficult task. Staff members work very hard on the phone, addressing complaints and dealing with inevitable stress. Often they endure long days and nights. Employee turnover is usually high, in some places over 100% per year. With these daunting prospects, Angelina faced the task of bringing some 30 small call centers (one in each depot) together to form three large regional call centers, each with 60 to 100 people. Within three years, based purely on her enormous energy and talent to engage – or rather, deeply touch – people, she had created three call centers that became some of the best in all of China; staff turnover fell well below 15%. Probably the biggest factor in TNT China becoming a best-in-class service delivery organization rested on the consistently high level of customer experience provided by our call centers. The pictures from her team-building activities looked more like they were taken by groups of best friends! This example provides but one of many possible ‘behind-the-scenes’ glimpses to illustrate Angelina’s contagious influence."

Angelina about "In China, We Trust"

I am really proud of being part of this book, which just recorded growth of an organization culture journey, and I feel still excited about what we have done together everytime when I read the book.

What do you think about what we have done with TNT?
Great experience, being part of China Management team, we created milestones of organization's own "language", own "behaviors", bring culture into celebration of daily achievement,  No matter how long it could last,but at least it is A show case of making unique culture could be possible in fast-speed and profit driven business world, and can be achieved with years of work.  I am really proud of being an active leader of this...My own research of doctoral program is actually studying it from internal marketing point of view, this case will be continuously encouraging me, and How to put Culture thing to the ground of business world will be life-long interest for me to carry on both in my research and my management journey.

What do you think other companies can benefit from the apporach TNT took?
R  really experimental, very much practical contribution to how make culture thing real to organization instead of conceptual or philosophy level.