Improve the working Efficiency of sales staff at 88 Group Vietnam Joint Stock Company BACHELOR’S DEGREE IN MANAGING AND RUNNING ORGANIZATION MAJOR PROJECT MANAGEMENT Nguyen Thi Thuy Dung 88 Group Vietnam Joint Stock Company Promotion 2020 – 2022 No 2824953 Duc Giang, Thuong Thanh Wa.
BACHELOR’S DEGREE IN MANAGING AND RUNNING ORGANIZATION MAJOR: PROJECT MANAGEMENT Nguyen Thi Thuy Dung 88 Group Vietnam Joint Stock Company Promotion: 2020 – 2022 No 28/2/49/53 Duc Giang, Thuong Thanh Ward, Long Bien District, Hanoi City, Vietnam The working period from March ,2020 to May 2020 Project: "Improve the working Efficiency of sales staff at 88 Group Vietnam Joint Stock Company" TUTOR IN UNIVERSITY TUTOR IN ENTERPRISE Tran Thi Tra My Nguyen Thi Nguyet Ha Noi, 2022 TABLE OF CONTENS TABLE OF CONTENS .1 I OVERVIEW COMPANY: 88 GROUP VIETNAM JOINT STOCK COMPANY GENERAL INFORMATION 1.1 Basic information about 88 Group Vietnam Joint Stock Company 1.2 Organizational structure and operational apparatus of 88 Group Vietnam Joint Stock Company 1.2.1 Organization chart of the company: 1.2.2 Description of the functional parts and the way of operating the company: .7 1.3 SWOT analysis .9 II OVERVIEW OF INTERNSHIP 10 2.1 Reasons for choosing the project: “Improve the working efficiency of sales staff at 88 Group Viet Nam Joint Stock Company” 10 2.2.The Project Plan 10 III INTERNSHIP PROCESS 12 3.1 Duties at the internment facility 12 3.2 Satisfaction survey of sales staff at 88 Group Vietnam Joint Stock Company.13 3.2.1 Build a questionnaire .13 3.2.2 Conduct surveys and analyze the results obtained 14 Advantages and limitations of 88 Group Joint Stock Company in managing sales staff 21 3.1 Advantages 21 3.2 Limitations 22 3.2.1 About the policy of training and developing qualifications for employees 22 3.2.2 About salary, bonus and welfare policy 23 3.3 Proposing solutions to improve the working performance of sales staff at the company 24 3.3.1 Solutions to improve the quality of training activities for employees 24 3.3.2 Solutions to improve the performance of salary, bonus and welfare policies 25 .4 Implement the proposed solution .26 4.3.1 About improving the quality of training for employees at the company 26 4.3.2 About Solutions to improve the performance of salary, bonus and welfare policies 29 Evaluate the results .30 IV COST 33 V PROJECT ASSESSEMENT AND CONTRIBUTION .34 5.1 Difficulties encountered and solutions: .34 5.2 Contribution to the company in the international process 34 5.3 Lessons and experience learned from the internship 35 VI.CONCLUSION 36 REFERENCE 37 APPENDICES 38 LIST OF TABLE Picture 1: Working directly with customers at the company 12 Picture 2: Exchange and consult with customers through Caresoft software .12 Picture 3: Performing tasks via Kiotviet software .13 Picture : Sales staff go to technology hospitals to learn more skills 27 Picture 5: Write an email to invite speaker Eric Tho to become a training instructor 28 Picture : Speaker Erik Tho is training soft skills in business 28 Picture 7: Organizing cultural exchanges between departments 29 Picture 8: The company awards bonuses on the occasion of the holiday 30/4 – 01/05 30 Table 6.1: Statement of business results (unit: billion dong) .31 Figure 5.1: The company's revenue report for months 32 Picture 9: Customer evaluation of sales staff through Caresoft software .33 ACKNOWLEDGMENT During my study period, under the dedicated guidance of the teachers of the Department of International Education, Vietnam Trade University and the University of Toulon, I have gained a deeper understanding of the knowledge in the field Project Management during this internship With a deep sense of gratitude, I would like to express my sincere thanks to Teacher Tran Thi Tra My, who directly helped me enthusiastically and thoughtfully, imparting to me valuable knowledge and experiences useful to complete the internship report with the topic: "Improve the working performance of sales staff at 88 Group Vietnam Joint Stock Company" To the leadership and staff of 88 Group Vietnam Joint Stock Company, above all, I would like to thank Ms Nguyen Thi Nguyet_Manager of Sales Department for helping and creating favorable conditions for me to complete my work assignments at the internship site Although I have tried to make the topic as complete as possible However, due to limited time, as well as limited experience and knowledge, certain shortcomings cannot be avoided We look forward to receiving your guidance and suggestions to improve the thesis topic I OVERVIEW COMPANY: 88 GROUP VIETNAM JOINT STOCK COMPANY GENERAL INFORMATION 1.1 Basic information about 88 Group Vietnam Joint Stock Company International name: 88 Group Vietnam Joint Stock Company Address: No 28/2/49/53 Duc Giang, Thuong Thanh Ward, Long Bien District, Hanoi City, Vietnam Representative: DUONG QUANG TRUNG Phone: 0966438864 Field of activity: trading laptop product lines Number of employees: Over 130 employees 88 Vietnam Group Joint Stock Company is one of the pioneers in Hanoi operating in the field of trading Laptop products, components, accessories, computer skins and System of Warranty and Repair Centers laptop - Established from 2013 to present, by Mr Duong Quang Trung as director Laptop88 has built a solid foothold in the market and has become a familiar name for customers With a long-term vision, 88 Group focuses on investment and development with three key strategies: * Laptop88: Laptop88 was born with the mission of bringing professional technology products and solutions to customers With the market and product research of the Board of Directors and the Management staff together with the efforts of the staff Up to now, Laptop88 has had a system of stores in both South and North * Technological Hospital 88: Technology hospital is considered as one of the distinguishing marks in after-sales service with customers of 88 Group The technology hospital block is separate from the store system, promptly handling problems arising in the process of using customers' products to help customers more convenient during warranty and laptop repair * Skin88: Skin 88 was established to help satisfy customers' needs for refurbishing and beautifying technology devices Grasping that need, Skin88 provides skinning services for phones, laptops, tablets, cameras, etc., turning each product that comes to Skin88 into a work of art - Currently the company has a total of 15 facilities from North to South with diverse fields such as buying and selling laptops, PCs, computer components, skin stickers, repair, warranty - Laptop88 always strives towards a dynamic business, professional and disciplined working environment, well-trained, friendly and professional staff 1.2 Organizational structure and operational apparatus of 88 Group Vietnam Joint Stock Company 1.2.1 Organization chart of the company: President Director Business Department Technical Department Manage Manager Business team leader Chief Engineer Staf Staf Administrative Division - Office Warehouse system Marketing Department Accounting department Human resouces department Staf Staf Staf New warehouse Staf Skin Department Old Warehouse Staf Manager Staf 1.2.2 Description of the functional parts and the way of operating the company: Company functions/department s Head (person in charge) Mr Duong Quang Trung Leadership (Department in charge of human resources) Mr Nguyen Anh Viet Function Description - Browse important company decisions on product policy, finance, human resources - Directly work on government and legal issues of the business - Supervising the activities of functional departments and the activities of stores - In charge of recruiting, signing working contracts with employees - Responsible for developing employee training programs - Arrange working schedule with store manager and staff - Encourage reward and punishment options as well as employee monitoring and Finance and accounting department Miss.Hoang Thi Hien Business establishments Mr Truong Chinh Tam discipline - Plan Teambuilding activities to improve the cohesion among employees in the company - Make a plan to control and check the compliance of business departments and establishments to ensure compliance with regulations - Check the accounting records, check the arising documents, repair the warranty, repair the service of the business establishments in the Company - Assess and identify risks, losses and damages in operating processes at facilities and departments - Control the company's cash fund, financial statements and accounting - Conduct transactions with suppliers - Responsible for keeping and preserving business papers and contracts of the enterprise - Perform operations at the Company such as sales, goods inspection, store maintenance, equipment repair - Consulting, supporting and persuading customers to choose the company's products directly at the store - Answer the call center & chat channels to answer information about purchasing support policy, product exchange, warranty, shipping; - Receive and process information about product-related errors; - Recording customer's contributions and feedback to improve service quality; - Answer questions and difficulties Warehouse customers are facing - Repair software errors according to customer needs - Responsible for the management of all goods, products and equipment of the Miss.Le Thi company Huong - Monitor the import and export of supplies, tools, machinery, equipment, assets, goods on a weekly, monthly, quarterly, and annual basis, and together with the accounting department make regular inventory period 4.3.2 About Solutions to improve the performance of salary, bonus and welfare policies - In March, there is Vietnam International Women's Day, I and everyone planned to organize a small party between departments, organize contests and cultural exchanges between other departments The company spends a number of small gifts of spiritual and material value Since then, it has helped the relationship between departments become more cohesive On the other hand, employees who feel cared about will be motivated to work and want to contribute more to the company Picture 7: Organizing cultural exchanges between departments Regarding salary payment at the company, the manager is considering and writing a proposal to the Board of Directors about the proposal that in addition to paying salary according to the employee's working position, the salary will be paid according to the contribution level of each employee Salary will be paid in installments, phase 1: basic salary corresponding to each position Stage 2: Paying according to the level of each employee's contribution based on their sales ( Awaiting Approval) 32 Picture 8: The company awards bonuses on the occasion of the holiday 30/4 – 01/05 - In addition, in April, I was commended by the sales team leader in front of everyone for my efforts at work, understanding the overview of the products, especially solving customer's problems sensitive goods As a reward for this effort, after this internship, I will become a full-time employee at the company This is also one of the goals that I have set since the beginning of coming to the internship company I feel happy and satisfied with what I have for the company Evaluate the results After months of implementing the policy, the company has made quite good changes, based on the revenue brought from sales staff in the last months As follows: 33 Table 6.1: Statement of business results (unit: billion dong) (+/-) (+/-) March April May Mar - Apr Mar (billions (billions (billions (%) dong) dong) dong) 11.466,00 16.261,09 19.596,77 5.741,00 10.109,19 11.956,59 5.725,00 6.151,90 7.640,19 financial activities 5.Financial 354,20 390.27 483.49 expenses 6.Cost of sales 255,60 278.92 455.95 1.193,00 1.382,20 1.614,06 2.66,70 2.501.12 2.942,96 1.Net Revenue Cost of sales Gross profit 4.Revenue from May ( %) 29 43 14 41 52 25 27 44 26 (+/-) - AprilMay (%) 21 18 24 24 63 17 7.Business administration expenses Interest expense Profit 163.53 245.60 2.708,24 3.449,17 19,20 29.53 58.29 2.074,00 2.737.77 3.507.47 1.663,90 2.302,06 2.939,80 from business activities 10.Other profit 153.00 11 Profit before tax 12 Profit after tax 18 10 242,60 (6) (Source: Accounting and Finance Department) 34 (48) (5,549) 35 24 28 (4,336) 67 41 43 50 27 97 28 28 Turnove r 3,500.00 3,000.00 2,939.80 2,500.00 2,302.06 2,000.00 1,663.90 1,500.00 1,000.00 500.00 0.00 Figure 5.1: The company's revenue report for months Comment: Through the data table provided, and the chart showing the revenue situation of the sales department at 88 Group Joint Stock Company, we can see that business activities in April and May both increased compared to previous months As follows: - April's net sales increased by 29% (equivalent to 16,261,009,000 VND) compared to March, May increased by 41% (equivalent to 19,596,770,000 VND) compared to March - For a fairly high and stable profit growth, April revenue increased 28% compared to March, increased 43% compared to May This is a welcome result for the company in general and employees Business in particular In addition to basic operations, sales staff are also trained in new knowledge and skills, thereby bringing the company better and better sales results - These are encouraging numbers, showing the company's growth in the next period Due to the characteristics of the industry, the company's business results will have many fluctuations However, despite the difficulties, the company will still create the best conditions for employees to complete the work in the most effective way - In addition, the recent customer feedback through Caresoft software of the Company has more positive feedback than before, evaluating the quality of consulting services at the Company is quite good The team of consultants are enthusiastic and 35 understand the problems that customers face, have specialized skills and higher knowledge, can solve some problems on their own Picture 9: Customer evaluation of sales staff through Caresoft software => After nearly two months of implementing a number of salary and bonus policies and training courses for sales staff, I see that there have been good initial steps of development, the revenue between the following months has increased gradually, the departmental staff motivated to work more In addition, the customer service department received good feedback from customers who had recently experienced buying computers IV COST Re Cost Price Print questionnaires 27,000 Travel expenses 650.000 Other costs 500.000 Total 1.770.000 36 V PROJECT ASSESSEMENT AND CONTRIBUTION 5.1 Difficulties encountered and solutions: - The first difficulty: about professional knowledge Organizational management in human resources for me, the amount of knowledge is still incomplete Leading to the analysis of factors is still not thorough, careful and detailed Through this project, I learned a lot of the project experience that was lacking, and at the same time realized many lessons to develop my professional knowledge - The second difficulty: The process of finding out information about business products at the company Computer lines have too many functions and small parts that are hard to remember, there are models that are quite similar but it is installed Placing two different chips leads to a difference in product prices for these two machines Solution: At first, I recorded the characteristics of each model, then learned how to use the software to identify the configuration of the machine to avoid confusion when advising customers at the company - The third difficulty: The cooperation of the two sides sometimes stalled For example, in the process of sending an information questionnaire to employees working in the company's sales department and getting the results, a lot of time is wasted getting it Affect the progress of the project Solution: I took the time to take the survey in person instead of submitting it online through the media to get the answer as quickly as possible 5.2 Contribution to the company in the international process During the internship period, I have successfully completed the tasks and responsibilities assigned by the company Specifically, I participate directly in consulting products for customers, finding out the causes of the reduced performance of the sales department The biggest reason is that employees have not had the opportunity to attend training courses to improve their professional knowledge Since then, I have proposed to the manager about organizing training courses for sales department staff In addition, I wrote an email and invited a speaker to take a training class for employees with an appropriate budget - Proposed proposal on salary and bonus plan for employees 37 - Plan with everyone to organize a small party between departments on the occasion of International Women's Day Vietnam March At the end of the internship, I found a number of causes and proposed solutions to improve the working efficiency of sales staff at the company In addition, after finishing the internship, I continue to participate and have a desire to become a full-time employee at the company, because this is one of the suitable environments to help me develop myself to be more complete 5.3 Lessons and experience learned from the internship During the internship , I have accumulated many valuable experiences for myself I have learned how to behave culturally between employees and bosses, colleagues and colleagues, superiors and subordinates In addition, I also learned how to organize my work in a reasonable order: which tasks need to be done first, which tasks are done later, and which tasks need to be done at the same time Not only that, but I also learned how to present effectively and persuasively Not only that, I have learned to stay calm to deal with unexpected mishaps from my boss When working here for a memorable time and feeling that my knowledge has been greatly expanded on policies, practices or even the working environment of the team, since then I have become selfaware be yourself What are the gaps in my skills and how to fix and develop Finally, during my months internship, I have learned in managing my time so that it is not wasted by unnecessary things This makes my life more meaningful and useful 38 VI.CONCLUSION - After observing and participating in the company's sales department, I found out the causes affecting the employee's performance There are two main reasons: the company's bonus and bonus policy is not appropriate and the company has not had training courses for employees to improve their expertise Then propose some policies to help improve the work performance of sales department staff - About training programs: I have proposed some speakers specializing in teaching soft skills in business for employees In particular, the course has been held for month and is continuing to be implemented by speaker Eric Tho - Regarding salary and bonus policy: The company has been considering how to pay salary according to employee's ability level based on how much revenue that person brings in the month Organizing a small exchange ceremony with departments on the occasion of International Women's Day Vietnam, with small gifts for sisters and brothers - The achievements that 88 Group have achieved in the past time are the efforts of all employees The company has policies to reward employees as well as attract and retain talented people, thereby stimulating and motivating employees' working spirit During my internship at 88 Vietnam Group Joint Stock Company, I personally found that stimulating the working spirit of employees to improve work efficiency was of interest and well done However, there are still some limitations that need to be overcome and perfected With my limited capacity, I would like to suggest some solutions to improve the work efficiency of sales staff at 88 Vietnam Group Joint Stock Company Hope my research topic will be useful to the company 39 REFERENCE Le Thi My Linh (2009), Human resource development in small and medium enterprises in Vietnam in the process of economic integration, PhD Thesis, National Economics University, Hanoi Prof Dr Bui Van Nhon (2006), Management and development of social human resources, Judicial Publishing House, Hanoi Assoc.Prof.Dr Nguyen Tiep (2011), Textbook of Human Resources, Labor and Social Publishing House, Hanoi Vu Thi Uyen (2007), Relieve stress at work to maintain work motivation of business managers in Vietnam, Economic and Development Magazine No 124 (page 24-26 ) Some online documents: Some proposed solutions to improve the working quality of employees Address:https://moc.gov.vn/tl/tin-tuc/70022/de-xuat-giai-phap-nangcao-chat-luong-lao-dong-trong-cac-don-vi-san-xuat-vat-lieu-xay-dung.aspx What skills you need to be a good salesperson? Address: https://timviec365.vn/blog/de-la-mot-nhan-vien-kinh-doanh-gioi-can-nhung-kinang-mem-gi-new2154.html 40 APPENDICES SURVEY QUESTIONS ON JOB SATISFACTION OF BUSINESS EMPLOYEES AT 88 VIETNAM GROUP CORPORATIONI Thông tin cá nhân Question 1: Full name Question 2: How long have you worked at 88 Group Vietnam Joint Stock Company? ☐ Less than year ☐ From to years ☐ From to years ☐ From years or more Question 3: Please tell me, what age are you? ☐ From 18 to 25 years old ☐ From 26 to 35 years old ☐ From 36 - 45 years old ☐ Over 45 years old Question 4: Are you satisfied with the level of recognition of the company for what you have done? ☐ Totally disagree ☒ Disagree ☐ Normal ☐ Agree ☐ Totally agree Question 5: You feel that the salary you receive is commensurate and Is it suitable for your job? ☐ Totally disagree 41 ☐ Disagree ☐ Normal ☐ Agree ☐ Totally agree Question 6: Does the company have training programs to improve employees' qualifications and skills? ☐ Totally disagree ☐ Disagree ☐ Normal ☐ Agree ☐ Totally agree Question 7: How often professional training courses for company employees be opened? ☐ year/time ☐ months/time ☐ Not fixed, depending on the situation and actual conditions ☐ Don't know Question 8: Leaders care, motivate and treat employees fairly? ☐ Totally disagree ☐ Disagree ☐ Normal ☐ Agree ☐ Totally agree Question 9: The company's atmosphere is comfortable, stress-free, and the working time is reasonable ☐ Totally disagree ☐ Disagree ☐ Normal ☐ Agree ☐ Totally agree 42 Question 10: Colleagues at the company always care, help, and share work with each other ☐ Totally disagree ☐ Disagree ☐ Normal ☐ Agree ☐ Totally agree Question 12: What suggestions you have to improve the performance of sales staff at the company? 43 44 45 46 ... complete the internship report with the topic: "Improve the working performance of sales staff at 88 Group Vietnam Joint Stock Company" To the leadership and staff of 88 Group Vietnam Joint Stock Company, ... survey questionnaire on the satisfaction of sales staff at 88 Group Vietnam Joint Stock Company 18/03/2022 – 24/03/2022: Survey of sales staff at 88 Group Vietnam Joint Stock Company 25/03/2022... improve the thesis topic I OVERVIEW COMPANY: 88 GROUP VIETNAM JOINT STOCK COMPANY GENERAL INFORMATION 1.1 Basic information about 88 Group Vietnam Joint Stock Company International name: 88 Group