REPORT INTERNSHIP 2 DHL GLOBAL FORWARDING VIETNAM COMPANY

INTERNATIONAL UNIVERSITY – VNU HCMC SCHOOL OF INDUSTRIAL AND ENGINEERING MANAGEMENT REPORT INTERNSHIP DHL GLOBAL FORWARDING VIETNAM COMPANY Student Name: Cao Đoàn Trúc Phương Anh ID: IELSIU18003 Advisor: PhD Dao Vu Truong Son Supervisor: Ms Hoang Thi Thuy Hang Email: Thuy.Hang.Hoang@dhl.com Mobile Phone: 0937060286 Ho Chi Minh City, Vietnam December 10th, 2021 IS047IU Engineer Internship VNU-International University School of Industrial Engineering & Management ACKNOWLEDGEMENT First of all, i would like to express my grateful to School of Industrial and Engineering Management for the arranging the internship period for all juniors The internship that i have in DHL Global Forwarding Vietnam Company can be considered as one of the most valuable opportunities for learning, applying theories that provided by school to work and professional development Furthermore, it is my radiant to place on record my best gratitude to Phd Dao Vu Truong Son for his careful, precious guidance and advice which were extremely helpful for me during the internship program I would like to express sincere appreciation to my team leader, Ms Hoang Thi Thuy Hang, my buddy, Mr Nhan Thang Hao and other team members for their supportive devotion during the program and for giving me a profound four-month journey in DHL Global Forwarding Vietnam I consider myself as exceptionally fortunate to have their kind association and supervision, their exemplary guidance, constant encouragement, and careful monitoring I perceive this internship as a significant milestone in my career development This opportunity provided me with certain hard and soft skills which will continue to be upgraded in the future VNU-International University IS047IU Engineer Internship School of Industrial Engineering & Management TABLE OF CONTENTS INTRODUCTION 1.1 Deutsche Post DHL Group 1.2 Deutsche Post DHL Vision and Mission 1.3 Division of DPDHL Group 1.4 DHL Global Forwarding Vietnam (DGF) PURPOSE BUSINESS DESCRIPTION 3.1 Business Description 3.1.1 Air Freight 3.1.2 Ocean Freight 3.2 Organizational Structure 11 3.2.1 DHL Global Forwarding Vietnam 11 3.2.2 Ocean Freight Export Department 12 TASK 14 4.1 Joining the Training Sections From Information Technology Team and Human Resources Department 14 4.2 Taking part in training program from team leader of ocean freight export department 15 4.3 Receiving Handover and Handling Shipments 19 ANALYSIS AND IMPROVEMENT SUGGESTIONS 22 5.1 Analysis 22 5.2 Improvement Suggestions 23 CONCLUSION 23 REFERENCES 24 INTRODUCTION 1.1 Deutsche Post DHL Group Deutsche Post DHL Group (DPDHL) is a leading global logistics company The Group plays an important role in connecting people, markets and contributes to the growing of worldwide trade DPDHL strives to become the first image appeared in mind of customers, employees and investors when they concern about logistics field To achieve this target, the corporation is concentrating on develop its core logistics business The digital transformation has been accelerated in all divisions of DPDHL for many years The sustainable business of DHL contributes to the growing of worldwide economic Environment is the great concern of DPDHL Group Company aims to provide the best logistics services through friendly environmental delivery activities Go Green has been a big campaign of the company for many years The group sets a target to achieve zero emission logistics in 2050 DPDHL Group is the home of two brands: DHL and Deutsche Post DHL provides a comprehensive range of parcel and international express service, freight transport, and supply chain management services, as well as e-commerce logistics solutions DHL is the largest logistics corporation in the World, and is a subsidiary of Deutsche Post DHL group It was established in 1969 in San Francisco by three founders: Adrian Dalsey, Larry Hillblom and Robert Lynn The name DHL of company is the combination of three co- founders’ name On the other hand, Deutsche Post is an Europe’s leading postal and parcel service provider In 2002, Deutsche Post acquired DHL and established Deutsche Post DHL (DPDHL) group Recently, the corporation has offices in more than 220 countries and territories in the World and offers jobs for over 570,000 employees The Group generated revenues of more than 66 billion Euros in 2020 VNU-International University IS047IU School of Industrial Engineering & Management Engineer Internship Figure 1.1 DPDHL Headquarter 1.2 Deutsche Post DHL Vision and Mission +Vision Statement DPDHL Groups aims to become a post office for Germany and a logistics company for the World It is not a simple statement that, as a global company that operates in more than 220 countries and regions, or often enters new markets as the first logistics company The vision of company indicates that it want to be a logistics company to which people will return - DPDHL will be their first choice not only by delivering their shipments, but also as an employer or investor +Mission Statement - The world community has set a goal to limit global warming to less than two degrees Celsius As the leading mail and logistics company, they intend to make the business sustainable Their goal is to reach zero emissions by 2050 - The company try to make customers, employees and investors even more successful It always shows respect while achieving high scores, facilitates and simplifies the customers’ life and contributes to making the better World VNU-International University IS047IU School of Industrial Engineering & Management Engineer Internship -DPDHL group accomplishes mission with excellent execution along the three bottom lines in a sustainable way:  Employer of Choice Motivated and skilled employees deliver exceptional quality  Provider of Choice Exceptional quality delights Customers and leads to loyalty  Investment of Choice Customer loyalty leads to profitable growth -Strategy 2025 in numbers  Investing EUR billion cumulatively through to 2025 in digitalization to enhance customer experience, to improve employee experience as well as increase operational excellence  Expecting a yearly run rate benefit of at least EUR 1.5 billion by FY2025 Figure 1.1 DPDHL Missions VNU-International University IS047IU School of Industrial Engineering & Management Engineer Internship 1.3 Division of DPDHL Group DPDHL Group has five main business divisions: Post and Parcel Germany, DHL Express, DHL Global Forwarding (DGF), DHL Supply Chain and DHL Ecommerce Solution The Group provides customers high quality services in delivery commodities, information and letters Figure 1.3 DPDHL Devisions 1.4 DHL Global Forwarding Vietnam (DGF) DHL Global Forwarding Vietnam was established in 1988 The current CEO of DHL Global Vietnam is Mr Laurence Cheung He is taking responsibility in management the business of DHL Global Forwarding in three countries: Vietnam, Laos and Cambodia In present, company is having two branch: Ha Noi branch (HAN) and Ho Chi Minh branch (SGN) The office of SGN is locating at 11th floor of E-town building, 364 Cong Hoa street, 13 ward, Tan Binh district, Ho Chi Minh city DGF is an air, ocean and overland freight forwarder This company provides efficient routing and multimodal transport options for customers thanks to its worldwide network Brokering transportation services among freight carriers and shippers or consignees is the business model of company VNU-International University IS047IU School of Industrial Engineering & Management Engineer Internship PURPOSE The Internship program is a great opportunity for undergraduates to learn from practical experiences at the ground level The overall aims of this internship include observing and exploring the real situations of the company’s business and its operation, understanding and adapting to the working culture of multinational companies, especially DHL Global Forwarding Company, as well as enhancing certain soft skills and hard skills Based on these general objectives, measurable and achievable goals are defined to ascertain an ontrack journey in DGF as an intern I was the intern of Ocean Freight Export Department First and foremost, an overall understanding of the company’s business and its current situation can be regarded as a prioritized knowledge that requires students’ observing skills To make this objective become measurable, the general understanding of the company should be clarified as the standard operating process of each kind of service, its organizational structure and its top priorities to get adapted to contemporary economy The products of DGF Vietnam were introduced in the previous part This piece of information can be found on many websites However, the standard operating process is not publicly shown on any Internet sources To achieve the goal, an active participation in training courses can bring profound understanding of processes Through these activities, I can gain a thorough understanding of how theoretical concepts in export applied in real company Another learning point is the reaction of the business to adapt to changes in market demand and social needs The company needs to continuously upgrade its service and improve its system to keep up with the unstoppable revolutionary of the market and produce profits The reaction plan of the company to the changes of market and industry can be one of the most prominent knowledge I can learn from to develop business mindset Secondly, becoming an intern in DGF would be a precious chance to access to the working culture of multinational companies Adaptation to the working environment with multiple cultures has never been simple for an individual Companies with cultural diversity bring their employees certain opportunities and challenges which may influence more remarkably one’s experience than domestic companies Therefore, this internship in DGF would be my first involvement in such an environment helping me to develop a global mindset and approach VNU-International University IS047IU School of Industrial Engineering & Management Engineer Internship innovative perspectives A global mindset is essential in the progress of self-development in the era of international economic integration, which defines the ability of recognizing and reflexively adjusting to cultural signals in workplace when dealing with people from different backgrounds Finally, besides growing mindset and knowledge about organizations and behaviors at workplaces, enhancing hard skills and soft skills during the internship program should also be included in the target achievements The hard skills to be improved after the four-month journey in DGF may include computer skills and data analyzing skills This is a chance for me to use proficiently ad effectively the available Microsoft applications and CW1 - a very helpful system for logistics companies to manage operating activities In addition, soft skills, such as organizing skills and teamwork skills, should also be the attained when tackling document and analyzing tasks and dealing with various people while working In order to keep every task on track, I have to define my own strategy to perform the tasks and design own tools to have the jobs completed on time without mistakes and uncertainties BUSINESS DESCRIPTION 3.1 Business Description DGF is an air, ocean and overland freight forwarding services include standardized transports as well as multimodal and sector-specific solutions, together with customized industrial projects, which around 43,000 employees in over 150 countries deliver for more than 175,000 customers Our business model is based upon brokering transport services between customers and freight carriers The global reach of network allows company to offer efficient routing and multimodal transport options Two main division of DGF are air freight and ocean freight Compared with the Group's other divisions, the operating business model of DGF is asset-light DGF Vietnam coordinates with other domestic and foreign carriers and organizations to organize transportation and delivery of import and export goods, diplomatic goods, transit goods, private goods together with related documents VNU-International University IS047IU School of Industrial Engineering & Management Engineer Internship 3.1.1 Air Freight DHL Air Freight product offering goes far beyond basic transportation, from sector-specific solutions to end-to-end integration, so that company can best support customers in the optimization of their supply chain With over 15,000 consolidation flights every week and daily flights from more major locations, DGF maintains a fast, secure and flexible service with the visibility and assured supply chain management you demand From tailored sector-specific solutions to simple volume air freight, no one offers a broader range of services for every size of business, including: - Temperature controlled shipments for the Life Sciences and Healthcare - Multi-modal track and trace for greater certainty - Customs expertise where you need it most - Charter solutions for oversize and specialist cargo - Easy to use information systems Figure 3.1 Air Freight VNU-International University IS047IU School of Industrial Engineering & Management Engineer Internship - Head of Ocean Freight: The head of ocean freight is Ms Pham Thi Thu Huong Her responsibilities are managing all business and operation activities of ocean freight department (including both importation and exportation) She directly reports to Mr Laurence Cheung all situations of the apartment Besides, she plays an important role in updating latest information from global head office to ocean freight employees -Ocean Freight Export Team Leader: She is Hoang Thi Thuy Hang She will manage all activities in exportation, tackle uncertainty problems and train for new employees -Product Team:The role of this team are setting up the auto rating and auto costing in system and tackling all problems related to the freight Besides, this is the team that takes responsibilities in negotiation with carriers to get service contract with them -Operation Team: The main activities of this team are doing documentations for exporting shipments and solving all problems related to the shipments Besides, operation team will take care of customers, support them with all relevant problems until their container already laden on board 13 VNU-International University IS047IU School of Industrial Engineering & Management Engineer Internship TASK 4.1 Joining the Training Sections From Information Technology Team and Human Resources Department - At the first day at DHL Global forwarding company, all new employees must take part in the training sections about software, information security and the company regulation about using computer Besides, IT Team also introduced about the escalation process to contact with IT staffs when employees face problems related to software and hardware Some main points that need to be remembered after the section are: +Employees need to protect their computers carefully, if computers are broken because of employees, they will be take responsible before the company +Employees are not allowed to installed any new software to the computers without approval from IT team +Employees must follow escalation process to raise ticket whenever computers have problems +Employees must save their private files on the computer to their device before giving back computer to company when they leave +Employees must change password every 30 days and must keep this password in private -After finishing training section with IT Team, newcomers must join the training section with human resources department in the following day In this section, HR introduced more clearly about the benefits like annual leaves, health insurance and the way to submit online day off request Some core knowledge that need to be remembered after training section are: +Way to submit request for day off on e-leave website +The number of annual leaves for each employees +Benefits of Generali health care insurance +Hospital list that cooperate with Generali +How to charge back to company after settling payment to hospital 14 VNU-International University IS047IU School of Industrial Engineering & Management Engineer Internship Then newbies are required to complete 12 principle courses according to global head office regulation They are virtual training sections about code of conducts, anti corruption, environment, foreign trade and information system security After completing these course, new staff must submit certificates to HR department All newcomers must finish studying these courses before signing contract with company 4.2 Taking part in training program from team leader of ocean freight export department At the second week, all interns started to be trained the works by team leader This training section was lasted for month In the first training lesson, mentor introduced to us general information about company as well as described in detail about the services of ocean freight department Before learning about standard operation process (SOP), Cargo Wise One (CW1) system was introduced and explained to us This is the web-app where we will work on to process the shipment of customer CW1 system was provided by Wisetech Global company This system automates and optimizes forwarding operations, from capacity planning and rate management to vessel booking and last-mile trucking in one powerful software From the main interface of the system, users can access to all related website that necessary for processing the shipment Figure 4.1 CW1 Main Interface 15 VNU-International University IS047IU School of Industrial Engineering & Management Engineer Internship CW1 system for operation of ocean freight has interfaces The first interface is called shipment tab and the second tab is called consol tab Shipment tab connects shipper and DGF, it is the place where operator input all information about the shipments received from shipper All of these information will be print on the House Bill of Lading (HBL) HBL is the bill of lading that DGF issues for their customer Besides shipment tab is the consol tab This tab is the communication between DGF and carriers On consol tab, operator input all needed information about the shipment to submit to carriers CW1 system allows operator to submit booking request, shipping instruction and verify gross mass to carrier easily and immediately via EDI between CW1 and system of carrier These information on consol tab will be used by carrier to issue Master Bill of Lading (MBL) MBL is the bill of lading that carrier issue for DGF All information on HBL and MBL about weight, volume, quantity, port of loading (POL), port of discharge (POD) must be matched Furthermore, CW1 system is a helpful tool for operator to issue invoice Employees just need to input the debtor code and then run auto rating on the tool bar Figure 4.2 CW1 Shipment Tab Interface 16 VNU-International University IS047IU School of Industrial Engineering & Management Engineer Internship Figure 4.3 CW1 Consol Tab Interface Then the SOP of FLC and LCL shipments were proposed, respectively Interns learned about the standard operation process on shipment tab and then on consol tab All employees must follow the SOP to process each shipment The SOP is the instruction from global head office to guide employees step by step to input correct and enough information on CW1 as well as performing job in an unified and property way +SOP for processing shipment: Receive booking request from customer via email -> Reply customer to make acknowledgement-> Input this shipment to check list-> Input this mail to CW1 system for storing-> Check this request with DHL at destination-> Receiving approval and booking instruction from agent-> Start to place booking with carrier-> Check schedule with agent 17 VNU-International University IS047IU School of Industrial Engineering & Management Engineer Internship and request buying and selling rate as well as approval for this schedule-> Release booking to customer -> Input the booking confirmation on CW1-> Receive shipping instruction (SI) and verified gross mass (VGM) from shipper-> Input these files on CW1-> Assign task to GSC team to process on SI and VGM-> Run auto costing and auto rating-> Issue pro forma invoice-> Post e-invoice-> Check actual selling day-> Release final HBL to customer-> Set all phase to import processing Figure 4.4 Check List +SOP for shipment tab: User need to input correctly all information on the Basic Registration sub tab, Additional sub tab, Packing sub tab, Billing sub tab, Pick Up sub tab, Delivery sub tab and upload on related documents to eDocs sub tab Besides, on the actual selling day, operator must check and correct all information in milestone sub tab +SOP for consol tab: User need to input correctly all information on the Detail sub tab, Routing sub tab, Container sub tab, Address sub tab and upload on related documents to eDocs sub tab Besides, on the actual selling day, operator must check and correct all information in milestone sub tab There is one noteworthy tool on consol It is the routing sub-tab Users can check schedule and place booking directly via the function import global selling schedule on routing sub tab 18 VNU-International University IS047IU School of Industrial Engineering & Management Engineer Internship Figure 4.5 Routing Sub Tab After each lesson, mentor assigned homework for us to practice We must finished exercise and submit to team leader for checking After that, she advised us to correct our mistakes as well as explained in detail about each practice 4.3 Receiving Handover and Handling Shipments After finishing training with team leader in the first month, interns started to handle all shipments by themselves according to the allocation I was assigned to handle all FLC shipments from Ho Chi Minh city and Da Nang city to three countries included Taiwan, United Kingdom and Italia When updated allocation published, i was received handover from previous people in charge to process these trade lane in the future My responsibilities were doing all needed documents for exporting an FCL shipments and taking care of my customers until their container already laden on board I tackled all arising problems of shippers when they picked up container like contacting with carrier to revise booking, asking carrier to releasing containers,etc 19 VNU-International University IS047IU School of Industrial Engineering & Management Engineer Internship Booking requests were received via email address After receiving request, i must reply customers to satisfy the SOP and help customer to be assured that their request already acknowledged and processed Then, i summarized the booking quest and send this information to our agent ( DHL destination) to request green light approval as well as booking instruction from them When receiving my email, agent checked this request with consignee to confirm that they really had this shipment and agreed for booking arrangement If consignee confirmed all information from shipper, agent sent me the green light approval That was the approval for arrangement of this shipment Together with the green light approval was the booking instruction This instruction contained all carriers and our service contracts with each carrier I had to base on this instruction to check space with carrier Main steps to book space with carrier: + Open consol tab on CW1 +Input the contract number, carrier scad code, type of MBL and the code of their office on detail sub tab + Input POL and POD as well as ETD on routing sub tab +Input the quantity for each type of container on container sub tab +Import global selling schedule +Input Address of notify party on address sub tab After inputting enough needed information, i clicked on Carrier sub tab and chose booking request then submit this booking via EDI After having booking confirmation from carrier, i had to send this booking to agent to check schedule with consignee and asked DHL destination to advise me the buying and selling rate to 20 VNU-International University IS047IU School of Industrial Engineering & Management Engineer Internship make sure that shipment was profitable I could only release booking to shipper when this was a profitable shipment If agent confirmed this shipment was agreed and profitable, i released it to shipper immediately via email and then upload this email on CW1 for storing Figure 4.6 Mail Releasing Booking to Customer After that some days, shipper submitted SI and VGM to my email I also uploaded this email on CW1 and then assigned task for GSC team GSC took responsibility in doing HBL for customer and submitting SI and VGM to carrier as well as checking all needed information between HBL and MBL to make sure they were match Figure 4.7 Mail Receiving SI and VGM from Shipper 21 VNU-International University IS047IU School of Industrial Engineering & Management Engineer Internship Figure 4.8 Mail Releasing Draft HBL to Shipper At the time GSC sent draft HBL to customer, i also sent them pro forma invoice for checking When receiving confirmation from shipper, i posted this e-invoice On the actual selling day, my responsibility was accessing the carrier website to track for this shipment in other to make sure that this container was already laden on board When getting confirmation about actual selling day, i released final HBL to customer and set this phase to import processing for my agent to continue with this shipment ANALYSIS AND IMPROVEMENT SUGGESTIONS 5.1 Analysis The process in DHL Global Forwarding Vietnam is very professional and effective All employees must follow standard operating process issued by global head office Besides the advantages that following SOP brings to company are some disadvantages Spending months in DGF with position ocean freight export trainee brings me a chance to recognize two problems in the operation process of company The first problem is that the way employee manage task According to the regulation, operators should process the shipment based on its cargo ready day It means that the shipment with sooner cargo ready day will be prioritized to process This rules lead to many situation that many customers submit their booking requests very soon to prevent lacking of equipment in the future but their cargo ready day is far So, operators will input this shipment to check list and check for other shipment with near cargo ready day first although some of these shipments were submitted later than the shipment above This lead to the situation that operator forget to check for the 22 VNU-International University IS047IU School of Industrial Engineering & Management Engineer Internship shipment with far cargo ready day and they face the lacking of equipment, especially in peak season It causes customers’ dissatisfaction The remaining problem is that company usually change the work allocation of employees It can cause a lot of difficulties for both employees and customers to adapt with new trade lane and new person in charge 5.2 Improvement Suggestions Company should change the regulation They should apply the well-known principle “First come - first serve” This principle makes sure the equity and the satisfaction in each customer Besides, it is better if company can update new allocation for employee after enough long time than a few months like at present CONCLUSION The Internship program is a great opportunity for undergraduates to learn from practical experiences at the ground level I am grateful to the International University and School of Industrial and Engineering Management for offering me this excellent chance The main objective of the program is to observe and explore the application theoretical knowledge on real logistics company Through this 4-month journey in DHL Global Forwarding Vietnam, I have gained a more solid understanding of how theories about exportation are applied in forwarding field but also have a chance to interact with seniors and experts in the field Moreover, the chance brings me a deeper view of the operation of the global forwarding company and the professional working environment 23 VNU-International University IS047IU School of Industrial Engineering & Management Engineer Internship REFERENCES [1] DPDHL Webpage https://www.dpdhl.com [2] DHL Webpage https://www.dhl.com [3] Cargowise Webpage https://www.cargowise.com 24 VNU-International University IS047IU School of Industrial Engineering & Management Engineer Internship Advisor Evaluation Ranking: Excellent = 5, Good = 4, Fair = 3, Poor = 2, NO = Not Observe = Advisor Scoring Criteria (Các (Hướng Tiêu chí Đánh giá) dẫn) Personal Qualities (Phẩm chất Cá nhân) Critical thinking, priorities setting (Tư phân tích, xếp cơng việc) Enthusiasm for work (Nhiệt tình cơng tác) Willingness to ask for and follow guidance (Sẵn sàng tìm hiểu tuân thủ hướng dẫn/ nội quy) Professional Abilities & Work Habits (Năng lực Làm việc) Analysis, problem solving skills (Kỹ phân tích giải vấn đề) Ability to organize, plan and work well with others (Kỹ tổ chức, hoạch định làm việc tốt với người khác) Responsibility (Tinh thần trách nhiệm) Job Performance (Hiệu Làm việc) Report contents (Nội dung Báo cáo) Report timelines (Thời hạn báo cáo) Report frameworks (Cấu trúc báo cáo) Additional comments (Nhận xét thêm): Advisor Signature (Chữ ký Người Hướng dẫn): Evaluation Date (Ngày đánh giá): The intern Signature (Chữ ký Sinh viên Thực tập): 25 Note (Ghi chú) VNU-International University IS047IU School of Industrial Engineering & Management Engineer Internship 26 VNU-International University IS047IU School of Industrial Engineering & Management Engineer Internship 27 ... information and letters Figure 1.3 DPDHL Devisions 1.4 DHL Global Forwarding Vietnam (DGF) DHL Global Forwarding Vietnam was established in 1988 The current CEO of DHL Global Vietnam is Mr Laurence Cheung... 22 5.1 Analysis 22 5 .2 Improvement Suggestions 23 CONCLUSION 23 REFERENCES 24 INTRODUCTION 1.1 Deutsche Post DHL Group Deutsche Post DHL. .. 3.1 .2 Ocean Freight 3 .2 Organizational Structure 11 3 .2. 1 DHL Global Forwarding Vietnam 11 3 .2. 2 Ocean Freight Export Department 12 TASK