Enhancing employee satisfaction in work at logistics group of samsung display vietnam co , ltd

ĐẠI HỌC QUỐC GIA HÀ NỘI TRƯỜNG QUẢN TRỊ VÀ KINH DOANH - TRẦN VĂN TỨ ENHANCING EMPLOYEE SATISFACTION IN WORK AT LOGISTICS GROUP OF SAMSUNG DISPLAY VIETNAM CO., LTD NÂNG CAO MỨC ĐỘ HÀI LỊNG TRONG CƠNG VIỆC CỦA NHÂN VIÊN TẠI PHỊNG XUẤT NHẬP KHẨU, CƠNG TY TNHH SAMSUNG DISPLAY VIỆT NAM LUẬN VĂN THẠC SĨ QUẢN TRỊ KINH DOANH HÀ NỘI - 2022 ĐẠI HỌC QUỐC GIA HÀ NỘI TRƯỜNG QUẢN TRỊ VÀ KINH DOANH - TRẦN VĂN TỨ ENHANCING EMPLOYEE SATISFACTION IN WORK AT LOGISTICS GROUP OF SAMSUNG DISPLAY VIETNAM CO., LTD NÂNG CAO MỨC ĐỘ HÀI LỊNG TRONG CƠNG VIỆC CỦA NHÂN VIÊN TẠI PHỊNG XUẤT NHẬP KHẨU, CÔNG TY TNHH SAMSUNG DISPLAY VIỆT NAM Chuyên ngành: Quản trị kinh doanh Mã số: 8340101.01 LUẬN VĂN THẠC SĨ QUẢN TRỊ KINH DOANH NGƯỜI HƯỚNG DẪN KHOA HỌC: PGS.TS HỒNG ĐÌNH PHI HÀ NỘI – 2022 DECLARATION The author commits that the content in this thesis are the results of the author's own research, obtained during the study and research period and have not been published in any other publications The results of research and other people's research (figures, tables, formulas, graphs and others) mentioned in this thesis have been quotes and agreed by the authors I am responsible to Thesis Defense Council, Faculty of Business and Administration and the law for the above commitments Hanoi, 20 November 2021 TABLE OF CONTENTS ABBREVIATION i LIST OF FIGURE iv INTRODUCTION 1 Rationale Literature review 2.1 Foreign literature 2.2 Research in Viet Nam .3 Aims of research Objects of research Scope of research Research methodology 6.1 Data collection methods 6.1.1 Collecting secondary data 6.1.2 Collecting primary data 6.2 Data processing methods 6.3 Research model Thesis structure CHAPTER THEORETICAL BACKGROUND OF EMPLOYEE SATISFACTION 1.1 Overview about satisfaction and employee satisfaction 1.2 Significations of making employee satisfied at work 10 1.3 Theories of employee satisfaction at work .12 1.3.1 Content theory .12 1.3.2 Victor Hvroom's Expectancy Theory 14 1.3.3 Acquired Needs Theory of David McClelland 17 CHAPTER 2: RESEARCH RESULTS .19 2.1 Introduction of the Samsung Display Vietnam Co., Ltd 19 2.1.1 Introduction of Samsung Display Vietnam Co., Ltd 19 2.1.2 Functions and Duties of Logistics Group 20 2.1.3 Organization Structure of Logistics Department .27 2.2 Situation of factors affecting to Logistics employees - SDV Company Limited„s job satisfaction 28 2.2.1 Job and working environment .28 2.2.2 Salary and welfare .28 2.2.3 Training Activities and Promotion 30 2.2.4 Leader 33 2.2.5 Colleague .33 2.3 Described samples 34 2.3.1 Sample structure by sex .34 2.3.2 Sample structure by age and marriage rate 34 2.3.3 Sample structure by education level 35 2.3.4 Sample size by working position 35 2.3.5 Sample structure by service seniority 36 2.4 Check survey results .36 2.4.1 Testing reliability by Cronbach's alpha coefficient .36 2.4.1.5 Training and Promotion Opportunity Variable 39 2.4.2 EFA exploratory factor analysis 42 2.5 Correlation analysis 45 2.6 Analyze multiple linear regression and build linear equations 47 2.6.1 Do test includes demographic variable .47 2.6.2 Multiple linear regression analysis of independent and dependent variables excluding demographic variables and linear equation construction .51 CHAPTER 3: SOLUTIONS TO IMPROVE WORK SATISFACTION .56 3.1 Operation direction 56 3.1.1 Logistics Group's mission 56 3.1.2 Logistics Group‟s Core values 56 3.1.3 Long-term goals (orientation to 2031) 56 3.1.4 Short-term goals (≤ years) 56 3.1.5 Set department‟s KPI items up 57 3.2 Proposing solutions to improve job satisfaction of employees 58 3.2.1 Training and Promotion Opportunity 58 3.2.2 Working Environment 61 3.2.3 Salary Income 62 3.2.4 Job 62 3.2.5 Leader 63 3.2.6 Colleague .64 3.3.7 Welfare 64 CONCLUSION, LIMITATION AND IMPLICATION .66 1.Conclusions 66 Limitations 67 Implications .68 REFERENCE 69 THE APPENDIX 72 ABBREVIATION No Acronym Be short for 3PL Third Party Logistics A/N Arrival Notice ACCA AEO AP Accounts Payable AR Accounts Receivable ASN Arrival Shipping Note ATA Actual Time Arrival ATD Actual Time Departure 10 BLMS Bonded Liquidation Management System 11 BOM Bill of Material 12 C/C Customs Clearance 13 C/O Country of Original 14 CD Customs Declaration 15 CFA Chartered Financial Analyst 16 CLC Century Logistics Company 17 CPSM 18 CS 19 CSCP 20 D/O Delivery Order 21 ECN Engineering Change Notification 22 Ecus Electronic Customs 23 ED Export Declaration 24 EDI Electronic Data Interchange 25 EDM Electronic Data Management 26 EFA Exploratory Factor Analysis 27 ETA Estimated Time Arrival Association of Chartered Certified Accountants Authorized Economic Operator Certified Professional in Supply Management Customer Service Certified Supply Chain i 28 ETD Estimated Time Departure 29 FDI Foreign Development Investment 30 FIFO First In First Out 31 GERP, ERP, SAP Global Enterprise Resource Planning 32 GI Goods Issue 33 GR Goods Receive 34 GSCM 35 HBL House Bill of Lading 36 HQ Headquarter 37 HR Human Resource 38 HS Code 39 IDO Identity Delivery Order 40 IFRS International Financial Reporting Standards 41 INV Invoice 42 KPI Key Performance Index 43 New-E New Employees 44 L/C Letter of Credit 45 LCD Liquid Crystal Display 46 LSP Logistics Service Provider 47 MBA Master of Business Administration 48 OLED Organic Light Emitting Diodes 49 P/L Packing List 50 P/L Part Leader 51 Ph D Physical Doctor 52 PIC Person in-charge 53 PO Purchase Order 54 POD Port of Delivery 55 RMA Return Material Authorization Global Supply Chain Management Harmonized System Code ii 56 SDSVN Samsung Logistics Service Provider 57 SDV Samsung Display Viet Nam Company Limited 58 SOP Standards of Process 59 Sr Pro Senior Professional 60 US United of State 61 V1 Factory 62 V2 Factory 63 V3 Factory 64 VAT Value Added Tax 65 WH Warehouse iii LIST OF FIGURE Figure Research Model Figure1 Maslow's Needs Tower .12 Figure1 The Two Factor Theory of Frederick Herzberg 13 Figure1 Schematic diagram of expectance theory 15 Figure2 Organization Structure of Logistics Group 27 Figure2 Sample structure by sex 34 Figure2 Sample structure by age 35 Figure2 Sample structure by education level 35 Figure2 Sample structure by working position 36 Figure2 Sample structure by service seniority 36 LIST OF TABLE Table Questionnaire and Liker scale Table2 Mission and Summary of work 21 Table2 Job Detailed of Logistics Group 26 Table2 Welfare policy 30 Table2 Outstanding training courses 31 Table2 Promotion rank in SDV Company .32 Table3.1 Proposing supplementary courses 59 iv No Task Task Description (Definition or Procedure) Noibai Arrive After onboard origin side will be arrive at Noibai port AND, IDO Create After release job then cello internal can be create ANO, IDO order ASN SEND After create ANO order in cello then cello should be sending ASN order to destination 3PL ASN Receive Destination 3PL can be receive ASN order from Cello AN input /SEND Destination 3PL should be input A/N Date within 1day, that mean is KPI AN Receive After input AN from 3PL , Cello can be receive AN date AN Check /SEND SDSVN can be check ATA data and if there is no problem , should be sending to GERP by EDI AN Receive GERP (SDV) can be receive AN Document from Cello by EDI Shipment Breakdown After arrive at Noi Bai port directly shipment break down 10 Samsung dock Bonded Truck After shipment beak down then Samsung shipment can be move to bonded truck 11 Delivery to CLC After loading to truck , can be delivery to CLC warehouse 12 CLC Arrive CLC warehouse can be arrive for air shipment 13 Seal& Doc Check After arrive in CLC warehouse, CLC should be check for seal and document 14 GR in CLC After checking material then should be input GR based on CLC system 15 Upload Excel(GR list) After GR then can be upload excel file to GSCM system 16 Search ATA SDV always can be search ATA of shipment 82 A5 Export Logistics Workflow 83 84 No Phase Description Create Shipping Order SDC Headquarter creates a Shipping Order on GERP Create Delivery Order SDV create Delivery Order on GERP Shipment Plan SDV logistics team creates a shipment plan of cargo Truck Request Truck Allocation Trucker allocates a truck Truck Allocation Info Trucker send the truck information to SDS and SDV Check Truck type & SDS operator checks that there is an allocation of the truck Information correctly Truck Info Confirm SDV check and confirm the truck allocation Create Shipping Request 10 Receive Shipping Request In case of the OLED, SDV logistics team don‟t make a shipment plan, OLED cargo should be shipped on the day SDV create an Shipping Request on the basis of Delivery Order SDSVN receive the Shipping Request on Cello by EDI LSP check the Shipping Request information on Cello 11 Check S/R information 12 E/D, IV/PL Download 13 CD Draft 14 CD Confirm SDV check the customs documents and confirm them 15 Truck Dispatch Trucker dispatches an empty truck to SDV Export declaration (e- Broker input the export clearance information on e-CUS CUS) system 16 17 18 Yenphong Customs Clearance Gate-In portal SDS operator downloads shipping documents like IV, PL, E/D from SDV portal system Customs broker make an export clearance documents as a draft Export customs clearance is completed Truck arrives at SDV, Gate Security check truck information 85 SDV WH operator picks the produced cargos to load on the 19 Picking 20 GI 21 Loading & Sealing 22 Notice C/C result SDSVN notice the C/C results to SDV 23 Gate-Out Truck departure from the SDV warehouse (05:00 AM) 24 Bill of Landing Create Origin LSP create a B/L information on Cello portal 25 Check B/L Information 26 Send B/L Information 27 Receive B/L information GERP receive the B/L information by EDI automatically 28 Billing 29 Send Pre-Alert 30 Delivery to Langson Truck move to Langson (Lead Time : hour) 31 Arrive at Langson Truck arrive at Lang son at 09:00 AM Submit export license to Customs broker submit the export license copy to Langson Langson Customs customs 32 33 34 35 36 Langson Customs Clearance truck SDV make GI status on GERP SDV WH operator loads the cargo on the truck and lock with a seal SDSVN export team check the B/L information and schedule SDSVN send the B/L information to GERP within hour after gate-out SDV make the billing Origin LSP send a Pre alert to destination LSP and consignee Langson customs clearance for export is completed Truck move to Truck move to Pingxiang CY, and prepare import customs Pingxiang clearance of china Pingxiang Customs Clearance Cargo Transfer Pingxiang customs clearance for import is completed After China customs clearance, the cargo is transferred to china truck 86 Truck departure from Pingxiang and deliver to Shenzhen 37 Truck Departure 38 Tracking Management 39 Check C/C result SDSVN check the C/C status and results 40 Arrive at Shenzhen Truck arrives at Shenzhen – incoterms is “CIF Shenzhen” 41 POD Sign Off Customer signs a delivery note as proof of delivery (POD) 42 Tracking Report LSP send a daily tracking report to SDSVN 43 Input Tracking info LSP input the tracking information on Cello portal Send ATA & Tracking SDSVN check the tracking information, and send the info tracking info to GERP by EDI 45 Receive ATA GERP receive the ATA from Cello automatically 46 AP Settlement LSP the payment billing with SDSVN 47 AR/AP Process 48 AR Settlement 44 BLP SDSVN manage a departure from the Langson and a transportation tracking on Cello SDSVN calculate AR/AP amount on the basis of the tariff and transfer that to BMS SDSVN the payment billing with SDV Evaluate Employee’s Performance Monthly evaluate performance of employees based one KPI and share results to employees Evaluate accurately, fairly and objectively work performance of employees Due to limited time, researcher would like to suggest KPI table samples with some evaluation criterias for a group of employees which are shown as below samples a KPI for Employee 1: Nguyen Bao Ngoc- Liquidation- Customs Duty SubPart 87 Job Type Job title Job overview Unit Cycle Weight Target Times Month 13% 100% Times Month 5% 100% Times Month 13% 100% Times Month 13% 100% Times Month 13% 100% Times Month 5% 100% Reconcile data of Combine information on export declarations, invoices, noncommercial exports from mass production materials and finished products Liquidation previous day's export customs declaration with data of input and output finished products (including non-commercial exports made from mass-produced materials) from warehouse and reimport finished products from Ecus and GERP Check domestic sales invoice data Closing data monthly Closing data monthly by comparing accounting data Prepare monthly settlement report for finished Prepare monthly settlement report for finished goods goods Update the situation of Update the situation of changing changing materials, materials, BOM BOM Legal Job Knowledge Update importexport laws Update import-export laws 88 Result Remar k Support Support Customs Check customs declaration documents before PIC if are customs clearance Times Month 6% 100% Times Month 1% 100% Times Month 2% 100% Month 9% 100% Month 8% 100% Ideas Month 5% Times Month 4% 100% Point Month 3% overload Security and occupationa l safety managemen t support Security and occupational Security and safety occupational safety management management support support Serious errors (liquidity, tax, payment, Error Weight reduction factor administrative penalty Qty (negative number) from Customs), error minus 10% Normal error error Error minus 5% Qty Have ideas which improve work, achieve highly efficiency and save costs/month Flexibly respond to urgent and necessary cases Weight Plus Factor Friendly, approachable, enthusiastic to help colleagues and customers (suppliers, employees of other departments in the company) Details: 89 Job title Preparation Combine information on export declarations, invoices, noncommercial exports from mass production materials and finished products Reconcile data of previous day's export customs declaration with data of input and output finished products (including noncommercial exports made from mass-produced materials) from warehouse and re-import finished products from Ecus and GERP Reconcile data of previous day's export customs declaration with data of input and output Accurate and complete reporting finished products (including non-commercial data during the day or exports made from mass-produced materials) requirement from leaders from warehouse and re-import finished products from Ecus and GERP Checking and finalizing domestic sales invoice data to match export, warehouse, re-import, warehouse import information data from GERP and Shipment, Warehouse, Accounting Checking and finalizing domestic sales invoice Accurate and complete reporting data to match export, warehouse, re-import, data during the day or warehouse import information data from GERP requirement from leaders and Shipment, Warehouse, Accounting - Collect data on quantity, export and re-import value according to finished product code data - Gather data on quantity of input, output, inventory from Warehouse and Accounting on GERP - Collect data on quantity, export and re-import value according to finished product code Accurate and complete reporting - Gather data on quantity of input, output, data before the 10th of every inventory from Warehouse and Accounting on month GERP Closing monthly Prepare monthly - Collection of input and output data settlement - Make reports according to the legal form report for finished goods Job Details - Collection of input and output data - Make reports according to the legal form 'Contact related departments such as Purchasing, Update the Contact related departments such as PE to inquire about BOM of stages situation of Purchasing, PE to inquire about BOM of Use Tcode to check BOM information: changing stages ZRPPA41030 - [PPA] Multi level BOM materials, BOM (Standard) - Update import and export law Update importUpdate import-export laws - Report law changes that affect SDV's import export laws and export 90 KPIs Accurate and complete reporting data before the 12th of every month Logic = (Result/Target)* weight = (Result/Target)* weight = (Result/Target)* weight = (Result/Target)* weight Clear & correct = (Result/Target)* weight Update and report quickly and accurately, reasonable counter measurement = (Result/Target)* weight - After receiving information from Forwarder: Check the documents, pre-printed declaration to Support -Follow up the import plan compare with information on SAP system Customs Accreted and clear information, -Check necessary documents, check data on - Check for confirmation and send information declaration PIC on lead-time SAP system to forwarder to transmit the customs declaration if are overload into Ecus system - G-ERP system clearance" - Update and share policy information on Security and Correct, clear and on time occupational safety and security occupational - Update and share policy information on safety occupational safety and security Vendor registers the right management Register and manage Vendor in and out if any people, the right purposes and is support closely monitored and managed Serious errors (liquidity, tax, Weight reduction factor (negative number) payment, administrative penalty from Customs), error minus 10% Normal error error minus 5% Have ideas which improve work, achieve highly efficiency and save costs/month Flexibly respond to urgent and necessary cases Friendly, approachable, enthusiastic to help colleagues and customers (suppliers, employees of other departments in the company) Weight Plus Factor 91 = (Result/Target)* weight = (Result/Target)* weight = (Result/Target)* weight Times Times Times Times Times b KPI for Employee Nguyen Thi Thu- Export Customs ClearanceCustoms Duty Sub- Part Job title Job overview Weight Export shipments of SDV Times Month 11% E-Sign Import- Export shipment Times Month 1% Customs clearance for CDs Times Month 7% Times Month 7% Times Month 7% Times Month 7% Times Month 0% Times Month 0% Times Month 9% Times Month 5% Times Month 3% Times Month 6% Times Month 5% Month 10% team's daily work progress Temporary Import Reexport and Temporary Export Re-import Export Monitoring Knowledge Support export and import customs clearance Training and training support Evaluation information Accurate and clear management information Manage related export Accurate and clear forwarder information Tax payment or Tax Accurate and clear Refund information, on lead-time C/O issue Accurately and on lead-time t Update and report quickly Update import-export laws and accurately, reasonable counter measurement Support to check HS code The number of HS codes and Vietnamese name of applied is correct and goods sufficient Check & customs clearance if customs declaration PIC is overload Training and training support Evaluate employees Weight reduction factor (negative number) Accurate and clear Cargo carry-out C/O of export Legal Job Targe Cycle General management of Unit Accurate and clear information, on lead-time The number of HS codes applied is correct and sufficient Correct Serious errors (liquidity, tax, payment, administrative penalty from 92 Error Qty Remark Customs), error minus 10% Normal error error minus Error 5% Qty Month 10% Ideas Month 5% Times Month 4% Point Month 3% Have ideas which improve work, achieve highly efficiency and save costs/month Flexibly respond to urgent Weight Plus Factor and necessary cases Friendly, approachable, enthusiastic to help colleagues and customers (suppliers, employees of other departments in the company) 93 Details: Job overview Preparation General management General of team's daily Management work progress Job Details KPIs -Follow up import- - Conduct or arrange human export plan and resources to perform import update SDV's clearance export shipments - Gathering commodity during the day information Receive and check Receive and check documents documents Do e-sign Logic = (Result/Target)* weight Approval by e sign under leader's empower to E-Sign declare officially = (Result/Target)* weight customs formality on Ecus system Customs Customs Prepare necessary customs clearance for clearance for documents such as IV, PL and Temporary Temporary Prepare necessary Import Re- Import Re- customs documents export and export and such as IVN, BL, Temporary Temporary and PL… Export Re- Export Re- import import Cargo carryout management Cargo carry-out management Manage Timely related export management & forwarder support booking export shipment Managing import and export inventory and deadlines for reexport and temporary export shipments Get approval data Checking items have been for shipments out declared customs according to of the factory each purpose of bringing out - Gathering - Provide information for import information for - Check and monitor the customs export clearance clearance daily - Check and - Support when forwarder has monitor customs difficulties clearance daily - Update information on the - Support when forwarder (Customs broker forwarder has evaluation history 94 = (Result/Target)* weight = (Result/Target)* weight = (Result/Target)* weight = (Result/Target)* weight difficulties - Check BOM - Check BOM information, HS information, HS code of exported goods code of exported - Information on exported and Tax payment Tax payment or goods used materials or Tax Refund Tax Refund - Exported data - Check the amount of tax information and incurred and paid documents for Tax - Prepare documents for tax payment & refund refund = (Result/Target)* weight - Manage BOM Manage RVC calculation C/O of export information and perform C/O for exports information and - Manage BOM information and calculation criteria calculation criteria and data of and data of RVC RVC - Make dossier of - Make dossier of C/O C/O application to application to Ministry of Ministry of Industry and Trade = (Result/Target)* weight Industry and Trade Update import-export laws Support to check HS code and Vietnamese name of goods Check & customs clearance if customs declaration PIC is Update import- Update import- export laws export laws - Check details of the products - Receive and cargo name information from to apply HS Vendor, check code content accordingly - Check customs documents before customs clearance - Update import and export law = - Report law changes that affect (Result/Target)* SDV's import and export weight - Receive information from Vendor, check content - Review catalogue, Specification, Instruction = (Result/Target)* weight Manual -Follow up the - After receiving information from import plan Forwarder: Check the documents, -Check necessary pre-printed declaration to compare documents, check with information on SAP system data on SAP - Check for confirmation and send system information to forwarder to 95 = (Result/Target)* weight overload transmit the customs declaration into Ecus system - G-ERP system clearance" Prepare and Training and training support assemble Prepare and training assemble training documents on documents on import and import and export export operations for operations for employees Make and assemble professional training documents for employees Times Check and make training plan employees Evaluate Evaluate Evaluate Monthly evaluate member of team employees employees employees according to KPI Times Serious errors (liquidity, tax, payment, administrative penalty Weight reduction factor (negative number) Times from Customs), error minus 10% Normal error error minus 5% Times Have ideas which improve work, achieve highly efficiency and save Times costs/month Flexibly respond to urgent and Weight Plus Factor necessary cases Times Friendly, approachable, enthusiastic to help colleagues and customers (suppliers, Times employees of other departments in the company) Pay attention: Ideas factor of Weight plus Factor is accumulate excess reports for the following months This is a criterion based on sensory evaluation through actual daily work, points assessed by Leader: is good, is normal, is need to improve 96 ... BACKGROUND OF EMPLOYEE SATISFACTION 1.1 Overview about satisfaction and employee satisfaction * Concept of satisfaction Satisfaction is a joyful, positive feeling, sanguine emotion, or state of mind Satisfaction. .. 2.1 Introduction of the Samsung Display Vietnam Co. , Ltd 2.1.1 Introduction of Samsung Display Vietnam Co. , Ltd Samsung was founded in 1938 Since the 1990s, Samsung has expanded its operations... Kinicki (2007) includes work substances, training opportunities and promotions, leader, coworkers, salary, job position, compensation and rewards According to Spector definited (1997 ), job satisfaction