Luận văn thạc sĩ quản trị kinh doanh quốc tế MBA (1)

Background

Between 2001 and 2015, Vietnam Electricity (EVN) focused on enhancing its information technology to improve customer services and streamline operations in the electricity sector In 2004, EVN launched the Customer Management Information System (CMIS), a comprehensive software solution designed to modernize and optimize its business processes After five years of implementation, CMIS has significantly improved the management of electricity services and customer interactions, demonstrating its effectiveness in transforming the corporation's operations.

As power companies transition to joint-stock models to enhance operational efficiency, Vietnam Electricity (EVN) requires critical information regarding expenses and business outcomes This data serves as a vital link between EVN and its subsidiary power companies, ensuring effective communication and management within the energy sector.

To enhance operational efficiency in the power sector, it is essential to develop a flexible Customer Management Information System (CMIS) that improves management effectiveness and customer service quality By leveraging information technology, this system will help reduce costs and address existing technological challenges, ultimately ensuring optimal customer satisfaction.

Research Objectives

Group No 11 aims to address key challenges by studying the "Development of Customer Management Information System for Vietnam Electricity from 2010 to 2015." This system is designed to effectively resolve existing organizational issues and enhance operational efficiency.

- Basically satisfy almost operations in power business of Vietnam Electricity(EVN) according to a closed and consistent process which helps to control information fast and effectively

- It also results in adequate and precise collection of information about power users This then creates good conditions to improve customer services

- Creating a theoretical and practical basis for EVN to develop CMIS system in the period 2010-2015 to meet the demand for 20-25 million customers.

Research methodologies

Our team is leveraging the insights gained from the GeMBA program at Griggs University to develop a practical system tailored for EVN, utilizing contemporary business management strategies.

- Data from available results of the current CMIS which has already used from

2004 in order to cut down time and costs

- Discusion and consultations with relevant stakeholders, including EVN and its ICT center (now part of EVN Telecom)

- Research papers, information in the newspapers, magazines and internet.

Analytical tools play a crucial role in marketing, investment, operations management, and strategic management by assessing the current landscape and predicting future demand These insights are essential for proposing an effective CMIS system that aligns with organizational goals.

Structure of the research

Chapter 1: Literature review of management information systems

Chapter 1: Literature review of management information systems

Chapter 2: The reality of customer management information systems in Vietnam Electricity

Chapter 2: The reality of customer management information systems in Vietnam Electricity

Chapter 3: Solutions to improve customer management information systems in Vietnam

Chapter 3: Solutions to improve customer management information systems in Vietnam

Summary and conclusionSummary and conclusion

LITERATURE REVIEW OF MANAGEMENT INFORMATION SYSTEMS

Overview of management information system

Information is a multifaceted concept that varies from everyday contexts to technical applications, encompassing ideas such as constraint, communication, control, and knowledge It is fundamentally tied to elements like data, instruction, meaning, and perception In its most precise technical definition, information refers to an ordered sequence of symbols.

Effective information management (IM) is crucial for maximizing the utility of information, involving the collection, organization, and distribution of data from various sources to relevant audiences This process includes managing stakeholders who have a vested interest in the information IM encompasses the organization, control, retrieval, acquisition, and maintenance of information, closely aligning with data management practices to ensure efficient information processing and delivery.

To effectively manage critical information, organizations require a Management Information System (MIS), as highlighted by Awad et al A MIS is an essential component of a business's internal controls, integrating people, documents, technologies, and procedures to assist management accountants in addressing various business challenges, including product costing and strategic planning Unlike standard information systems, MIS focuses on analyzing other systems utilized in the organization's operations In academic contexts, the term encompasses various information management methods designed to automate or enhance human decision-making, such as Decision Support Systems, Expert Systems, and Executive Information Systems.

Management Information Systems (MIS) exist at the intersection of technology and business, enabling organizations to leverage information for improved efficiency and effectiveness By integrating technology with business processes, MIS professionals, including systems analysts and project managers, ensure that employees have access to the critical information necessary to perform their jobs more effectively In today's data-driven environment, the role of MIS is vital, as information serves as the lifeblood of organizations, facilitating communication between staff and management.

1.1.2 Structures of a management information system

A management information system (MIS) is a structured integration of personnel, technology, communication networks, and data sources that gathers, processes, and disseminates information within an organization According to Banerjee et al, an MIS supports decision-making by delivering timely, relevant, and accurate information to managers The key physical components of an MIS encompass hardware, software, databases, personnel, and established procedures.

Computer hardware encompasses all the physical components of a computer system, including the central processing unit (CPU), input and output devices, storage units, and communication devices These communication devices facilitate data transfer through fiber-optic cables or wireless networks, playing a crucial role in the overall functionality of the computer.

Software serves as the crucial interface between users and information systems, and it can be categorized into two main types: system software and applications System software includes the operating system, utility programs, and specialized programs, while applications are designed for specific tasks For Management Information System (MIS) users, comprehending software is far more critical than understanding hardware Notably, software maintenance can account for 50 to 70 percent of personnel activities within the MIS function, and as organizations adopt advanced information systems, the complexity of the hardware and software environment increases significantly.

A database is a centralized repository of organized data that minimizes redundancy and duplication By structuring data effectively, it enhances sharing and accessibility for users This centralized control not only streamlines storage by eliminating duplicate files but also boosts processing efficiency by consolidating necessary information into a single file Consequently, it significantly improves the speed and effectiveness of information retrieval.

Three types of procedures are required for an MIS to operate effectively: user instructions, instructions for input preparation and operating instructions for MIS personnel who maintain the MIS

The Management Information System (MIS) team comprises computer operators, programmers, systems analysts, and managers To effectively meet current and future system demands, it is essential to evaluate human resource requirements The effectiveness of an MIS heavily relies on the quality of its personnel, highlighting the necessity for MIS managers to possess a blend of managerial and technical skills.

1.1.3 Applications of a management information system

The effective development and management of information technology tools play a crucial role in enabling executives and employees to efficiently handle information processing tasks Management Information Systems (MIS) and business systems are particularly valuable for aggregating business data and generating reports that aid in decision-making Given the widespread presence of computers, it is rare for large businesses to operate without heavily depending on their IT systems.

While computers cannot create business strategies by themselves they can assist management in understanding the effects of their strategies, and help enable effective decision-making.

Management Information Systems (MIS) play a crucial role in converting data into actionable insights that aid decision-making By generating financial statements and performance reports, these systems support the planning, monitoring, and execution of strategic initiatives.

Management Information Systems (MIS) play a crucial role by transforming large volumes of data into coherent reports, making them invaluable for decision-makers By analyzing these reports, decision-makers can uncover patterns and trends that would otherwise go unnoticed if they relied solely on raw data.

Management Information Systems (MIS) utilize raw data to conduct simulations that explore various 'what if' scenarios related to strategic changes For example, these systems can forecast the impact of price adjustments on product sales By leveraging Decision Support Systems (DSS), organizations can make more informed decisions that would be challenging to achieve without MIS.

Management Information Systems (MIS) enable the efficient collection of large volumes of business data, significantly saving time for employees Unlike the past, when data had to be manually processed for filing and analysis, information can now be swiftly entered into a computer by data processors This advancement facilitates faster decision-making and enhances the overall responsiveness of the organization.

While MIS systems are extremely useful in generating statistical reports and data analysis they can also be of use as a Management by Objectives (MBO) tool [5]

MBO, or Management by Objectives, is a collaborative management approach where managers and their subordinates establish clear objectives for the subordinate to achieve within a defined timeframe These objectives are formulated using the SMART criteria, ensuring they are Specific, Measurable, Agreed upon, Realistic, and Time-Specific.

Overview of customer relationship management

Customer Relationship Management (CRM) has evolved from a mere software label into a comprehensive business strategy that encompasses all customer-facing departments and more An effective CRM implementation harmonizes people, processes, and technology, ultimately enhancing relationships, boosting profitability, and lowering operational costs.

CRM, or customer relationship management, refers to the strategies and software tools that enable businesses to effectively manage customer relationships By creating a detailed database, companies can provide access to essential information for management, sales teams, and service providers This organized approach allows businesses to align customer needs with product offerings, remind clients of service requirements, and keep track of previous purchases, ultimately enhancing customer engagement and satisfaction.

Source: www.cbssoftware.co.uk

1.2.2 Types of customer relationship management

A sales force automation (SFA) system is designed to enhance the efficiency of the sales process by reducing the time sales representatives spend on manual tasks and data entry This enables them to engage with more potential customers in a shorter timeframe Central to SFA is a contact management system that tracks every stage of the sales journey for each prospect, from the initial contact to the final outcome Additionally, many SFA solutions offer features such as opportunity management, territory management, sales forecasting, pipeline management, workflow automation, quote generation, and product knowledge Emerging trends also highlight the importance of modules for Web 2.0 e-commerce and pricing management in modern SFA applications.

Figure 1.2 Sales force automation model

Source: www.cbssoftware.co.uk 1.2.2.2 Marketing

Marketing automation systems enable businesses to identify and engage their ideal customers while generating qualified leads for sales teams A crucial feature of these systems is the ability to manage and measure multichannel campaigns across email, search, social media, and direct mail Key performance metrics tracked include clicks, responses, leads, deals, and revenue Additionally, marketing automation supports the management of customer loyalty, contact lists, marketing collateral, and internal resources.

As marketing departments are increasingly obliged to demonstrate revenue impact, today’s systems typically include performance management features for measuring the ROI of campaigns.

Source: www.cbssoftware.co.uk 1.2.2.3 Customer Service and Support

Organizations are increasingly leveraging technology platforms to enhance customer service, a key differentiator that improves customer experience while boosting efficiency and managing costs However, a study from 2009 indicated that only 39% of corporate executives feel their employees possess the necessary tools and authority to effectively resolve customer issues.

Effective customer service relies on robust call center management, which encompasses intelligent call routing, computer telephone integration, and escalation features In recent years, the significance of e-service capabilities—such as web self-service, knowledge management, email response management, web chat, collaborative browsing, and virtual assistants—has increased Consequently, the multitude of customer service channels available today has led many companies to implement integrated support applications that provide knowledge-enabled solutions across all platforms.

Source: www.cbssoftware.co.uk

The rising adoption of SaaS platforms for customer service is driven by their quick implementation, affordability, and proven effectiveness in managing large and complex contact centers.

Sales, marketing, and customer service applications frequently incorporate essential analytics capabilities These features can be enhanced by integrating dedicated analytics and business intelligence applications, providing a comprehensive approach to data analysis.

Sales analytics let companies monitor and understand customer actions and preferences, through sales forecasting, data quality management, and dashboards that graphically display key performance indicators.

Marketing applications now incorporate predictive analytics to enhance customer segmentation and targeting, alongside tools to assess the effectiveness of online, offline, and search marketing campaigns Web analytics have advanced considerably from their initial function of simply tracking mouse clicks on websites.

Marketers can enhance their strategies by analyzing customer "buy signals," which helps identify prospects ready to make a purchase and those who may require support in the sales process Additionally, marketing and finance teams leverage analytics to evaluate the overall effectiveness of complex programs.

Customer service analytics are gaining traction as businesses seek enhanced insights into call center performance and support channels, enabling them to address issues proactively and maintain customer satisfaction These support-oriented applications feature dashboards akin to sales tools and offer functionalities to assess response times, service quality, agent performance, and the prevalence of different customer concerns.

Departments within enterprises—especially large enterprises—tend to function in their own little worlds Traditionally, inter-departmental interaction and collaboration have been infrequent and rivalries not uncommon.

The recent advancement and implementation of tools and services have enhanced collaboration among sales, customer service, and marketing teams This is exemplified by collaborative customer relationship management, which leverages technology to connect different departments The aim is to share and utilize information from various sources to elevate customer service quality, ultimately boosting customer satisfaction and loyalty.

Feedback from technical support can provide valuable insights for marketers regarding customer inquiries about specific services and product features To enhance demand generation, marketing programs must align with structured sales processes, ensuring that leads generated from campaigns are swiftly and efficiently directed to the sales team Sales representatives prefer to pursue these opportunities without the hassle of re-entering records into a separate sales force automation (SFA) system Conversely, a lack of integration among sales force automation and customer relationship management systems can lead to negative outcomes, such as multiple departments contacting the same customers for the same purpose.

Owing to these and related factors, many of the top-rated and most popular products come as integrated suites.

Many companies fail to fully utilize tools and services that align marketing, sales, and service to enhance customer experience Implementations often remain fragmented, with departments pursuing isolated initiatives to meet their own needs This siloed approach results in disjointed systems, incomplete customer insights, and inefficient processes.

A contact management system serves as an essential tool for effective customer management, enabling organizations and individuals to efficiently monitor and document interactions with customers and suppliers This integrated solution streamlines the tracking of various communications, including emails, documents, jobs, faxes, and scheduling, enhancing overall organizational efficiency.

Overview of Enterprise Resource Planning

ERP is a comprehensive approach designed to unify all departments and functions of a company into a single computer system tailored to meet the unique needs of each area This integration of people, hardware, and software forms an efficient system for production, service, and delivery, ultimately driving profitability for the business.

While the concept of streamlined systems is appealing, many companies face challenges due to a mix of disparate systems tailored to their specific requirements Employee records, including payroll and benefits, are managed by Human Resources, while the Finance Department oversees financial data, payroll computations, and invoicing Manufacturing handles production data, warehousing manages inventory, and Customer Relations is responsible for customer orders, leading to a fragmented approach across departments.

Figure 1.5 Enterprise Resource Planning Model

Source: www.cbssoftware.co.uk

The ideal vision of Enterprise Resource Planning (ERP) is to create a unified software system that seamlessly integrates various functions and activities, enabling efficient information sharing across departments This integration ensures that the actions taken by one department trigger appropriate follow-up responses throughout the organization, enhancing decision-making processes.

An exemplary use of ERP software is in the customer ordering and delivery process, where a customer's order transitions seamlessly through various departments It begins in Sales, where the deal is finalized, then moves to Inventory and Warehousing for order retrieval and packaging Next, it goes to Finance for invoicing, billing, and payment processing, and finally to Manufacturing, where the purchased product is replaced.

Before the implementation of ERP systems, departments operated as isolated entities, often neglecting the subsequent processes after completing their specific tasks For instance, if a customer inquires about their product with the Sales department, they may receive a dismissive response, indicating a lack of cohesion and communication across the organization.

"Check with Warehouse", who will then say, "Check with Delivery", who can tell the customer, "Please check with Finance to see if your invoice has been cleared".

Previous attempts to integrate the system faced challenges due to incompatible software and procedures Sales personnel were unable to access the finance database to check customer billing statuses, nor could they easily retrieve information from the warehouse, inventory, or delivery systems to track customer orders.

Implementing ERP systems allows seamless access to all components of the supply and production chain, enhancing efficiency in customer management and improving the perceived effectiveness of the company in meeting customer expectations.

1.3.2 Types of enterprise resource planning

Enterprise Resource Planning (ERP) combines a management information system (MIS) with documented processes and procedures to help improve efficiencies in different aspects of small, medium and large businesses.

ERP systems cater to a diverse range of industries, including banking, defense, healthcare, education, insurance, and government They also support various manufacturing sectors such as aerospace, automotive, chemical, high-tech, and consumer products Additionally, businesses with specialized needs can often customize ERP software to meet their unique requirements.

Early ERP systems primarily targeted large enterprises, but now many software vendors offer solutions tailored for small and medium-sized businesses These smaller ERP systems can be implemented as standalone solutions or as part of a client-server architecture, providing flexibility for various organizational needs.

ERP systems consist of modular components aimed at enhancing traceability and automating business and manufacturing processes Key modules include manufacturing resource planning (MRP), customer relationship management (CRM), finance, and supply chain management.

SAP pioneered the development of ERP software, while other major corporations, such as Boeing, American Airlines, and International Trucks and Engines, utilize Infor's ERP Baan Additionally, Microsoft provides various ERP solutions through its Microsoft Dynamics product line, and there are also open-source ERP options available from providers like OpenBravo and Compiere.

Management information systems in Vietnamese enterprise

1.4.1 History of management information systems in Vietnams

In today's business landscape, the integration of information technology is crucial for companies aiming to enhance their market presence and stability Enterprises are increasingly focused on optimizing their information management to reduce costs and maximize labor efficiency To achieve this, businesses often utilize specialized software and websites designed to streamline their processes, particularly in managing labor resources and customer data through databases Customer Relationship Management (CRM) systems have emerged as innovative solutions that enable firms to improve their customer interactions The primary goal of CRM is to provide businesses with a reliable framework for effectively managing customer relationships.

In Vietnam, CRM is still a very new term for the community of enterprises The recognition of the importance of CRM in most of Vietnamese enterprises is so limited.

To enhance company performance, reduce costs, and streamline customer management, Customer Relationship Management (CRM) is an invaluable tool However, the delayed and limited adoption of this technology often poses significant challenges for businesses striving for global integration.

In latest 10 years, there have been at least three management systems which are implemented in several organizations: quality control system in comply with ISO

9000, Enterprise resource planning (ERP) and Customer relationship management (CRM)

In the Vietnamese market, while numerous commercial CRM software options exist to aid customer management strategies, CRM encompasses much more than just technology; it is fundamentally a business strategy that prioritizes customer-centricity A successful CRM strategy requires more than basic tools; it hinges on comprehensive policies, effective methods, quality service, staff training, targeted marketing, and robust information system management To effectively place customers at the center of business operations, all these elements must be harmonized and continuously refined.

The effectiveness of organizational business processes is evident, but challenges arise when multiple systems are implemented simultaneously This raises questions about potential conflicts between systems, such as ISO 9000 and ERP, and whether adding another system like CRM is necessary Organizations must carefully evaluate which system to prioritize if they can only adopt one, ensuring it aligns with their operational needs and goals.

1.4.2 Three main systems of MIS in Vietnam: CRM, ERP and ISO 9000

ISO 9000 is a set of quality management system standards maintained by the International Organization for Standardization (ISO) and updated regularly to reflect evolving requirements The latest version, ISO 9000:2005, introduces significant changes, including the shift from "quality assurance" to "quality management" and redefining products as what enterprises provide to customers rather than what they produce These updates enable ISO 9000 to be applicable to all organizations aiming to enhance their business practices and better serve their customers.

Both ISO 9000 and CRM emphasize "customer orientation," but they serve different purposes ISO 9000 provides a framework of regulations and procedures to ensure the consistent delivery of quality products, while CRM focuses on identifying and analyzing current and future customer needs ISO 9000 mandates that all customer-related information and documentation be maintained in written form, whereas CRM leverages software to gather and store individual customer data through established procedures, particularly for sales and marketing functions.

There is a question that whether it is necessary to regulate all procedures of CRM on papers? The answer is definitely yes for organizations which are using ISO

9000 system because it ensures that all regulated procedures will be implemented. However, this is not essential for enterprises which are not applying ISO 9000

Purpose Define available resource to improve the effectiveness of business

Keep and seek for more customers Quality management in the whole production- business process

Object Resources of enterprises: finance, equipment, product, asset, labor…

Customers who has used, are using and will use products

Direction Aim to relations between internal resources

Aim to relations between customers and organization

Aim to the general relation between internal and external

IT IT All management tools

Procedure Built by government and operated automatically by PM

Built by managers and operated automatically by PM

Built by managers on papers

Result analysis Quantitative the business result

For many years, PM producers mistakenly viewed ERP solely as an internal management system, focusing on modules like finance and stock management, while overlooking the importance of front-office components such as customer management systems and e-business However, effective human resource management requires a holistic approach that integrates both internal and external factors to enhance business processes To maximize benefits for both organizational members and customers, it is essential for enterprises to connect all their resources Ultimately, CRM and ERP share similarities in IT application and operational procedures, highlighting the need for a comprehensive strategy.

9000 contains a general orientation and is influenced much by paper procedures In the whole relationship between CRM, ERP and ISO 9000, ISO 9000 system covers both

CRM and ERP systems are essential components of organizational management, serving as the foundation for implementing paper-based procedures aligned with ISO 9000 standards Both systems share a common goal: ERP integrates various functions such as engineering, customer service, planning, materials, manufacturing, finance, and human resources within a single facility or across multiple locations, while CRM focuses on tracking and managing customer relationships effectively.

Choosing a new Management Information System (MIS) can be a daunting task, as the significant financial and resource investments underscore the need for careful decision-making Many organizations rush into MIS selections, influenced by past relationships or bundled pricing with other solutions, which can lead to costly and extensive customizations.

All businesses, large and small, can benefit from following a structured selection and decision process This guide provides detail on one such process

Table 1.1 Comparison of CRM, ERP and ISO 9000

Factors EFFECT (ERP) VENUS (CRM)

Analysis, Report, Forecast Yes Yes

Other searching tools Yes Yes

In conclusion, the selection and implementation of appropriate management systems are crucial for enhancing the management effectiveness of Vietnamese enterprises The subsequent sections of this capstone project report will delve into the current challenges faced by management information systems within Vietnam's electricity and power companies, and propose viable solutions based on the period from 2010 to 2015.

CHAPTER 2: THE REALITY OF CUSTOMER

MANAGEMENT INFORMATION SYSTEMS IN VIETNAM

Current issues of customer management information systems in Vietnam

Vietnam Electricity and power companies

2.1.1 The reality of customers information systems in Vietnam Electricity

Facts of management information system that supports managing activities in Electricity cooperation of Vietnam is modeled as follows:

Figure 2.1: CMIS model of Vietnam Electricity

In general, there are 5 groups of information system:

- Operating and technology management information system

- Financial and administration information system

- Telecommunication user information management system

- Planning, organizing, labor and wages information system

Among these, customer management information includes following main functions:

Effective management of customer service information encompasses various functions essential for customer development and operational compliance This includes overseeing the entire process from customer registration to contract liquidation, as well as facilitating changes and additions during contract execution Additionally, it involves monitoring information related to violations of electricity usage, ensuring that all aspects of customer service are efficiently managed.

- Managing indices update and bills writing: managing closely electricity meter monthly; conducting bills management operation; issuing; collecting money, liquidating and hand-over.

- Managing price policy: Electricity price is formulized so that price is updated when having any changes in price policy

- Managing credit and debit: managing liabilities of customers in detail, releasing bills and bills transaction

Loss management is crucial for accurately identifying loss regions and implementing flexible loss calculation methods across various company sectors, including branches, districts, and transmission wire lines This strategic approach ensures effective oversight and optimization of losses within the organization.

- Measuring management: supervising electricity meter and other measuring equipment during their operating cycle from storing; verifying; fitting up/ removing and liquidating

The relationship of customer management information system and other systems:

- Operating and technology management information system: Management of network, physical basics, equipment, material for providing customer services.

Network management has largely direct impact on customer services quality, giving and support information for customer managing system:

 Design, create and improve network

 Optimal method of electricity network, repairing schedule involving electricity provision.

The finance and administration system focuses on managing financial transactions and directly supports accounting, material management, and human resources within the back office Additionally, it plays a crucial role in the customer management system, ensuring efficient operations across various divisions.

 Managing fixed asset and materials

 Managing cost and calculating cost price

- Planning, organizing, labor and wages management system: information involving in customer management system:

 Management system of customers who use public telecommunication system

 Engaging information to customer management system

- Management information system: the exchange of information with other groups (as above) will prove leaderships at all levels necessary information:

 Information to operate network and services quality

 Information to run electricity factory and maintain equipment

 Alert if the services quality is lowered under allowed levels

 Information to write and pay bills of customer services

 Information to form development strategy

From 2004 till now, Electricity Cooperation of Vietnam has applied a common customer management information system in 11 Power Companies based on operation basis of electricity business process.

- Accumulate all functions of electricity business operation in the system, serve to business activities in branches (regional Power Company) and urban Power Companies

- Be set up on technology basis: Oracle, NET, accumulated database and support to central management

- Allow to store historical information, look up for supportive information to mange right decision with open design that allow for adding specific operation of each unit.

Customer management system comprise of following subsystems:

Efficiently manage customer and service information by overseeing the entire process of electricity purchasing orders, from order receipt to contract signing Ensure effective contract implementation, facilitate contract information updates, and provide comprehensive customer support by addressing inquiries and assisting with information searches.

Efficiently manage the process of entering index data and generating bills by organizing index entry books in accordance with regulations This includes calculating and issuing electricity and service bills to customers, creating lists of additional charges, correcting any errors, reporting revenue, and overseeing sample bills.

Effectively manage incoming payments and customer liabilities by overseeing the issuance of bills and supervising the collection process from mobile and stationary cashiers This includes handling transactions through banks and ATMs, as well as tracking and resolving liabilities Additionally, manage customer debts by generating reports on bad debts, income, and liabilities statements to ensure financial accuracy and accountability.

Effectively manage measuring equipment by maintaining comprehensive documentation for all devices, including meters, TU, and TI Track changes related to purchasing, installation, removal, and testing, while generating statistical reports based on various criteria to enhance equipment management.

To effectively manage and calculate electrical energy loss, it is essential to supervise measurement locations and assess measuring efficiency Accurately calculating electricity output for the market and determining the riverhead output for each component, such as stations, transmission wires, and managing units, is crucial Additionally, estimating electrical energy loss and generating loss reports in accordance with management requirements will enhance overall efficiency and accountability.

- Profit and loss statement: Synthesize data from subsystems according to each operation to make Profit and loss statement under the Cooperation regulation.

- System and database management: Manage system parameters, users and programs’ functions; decentralized functions to users according to their works; utilities to system management and database

2.1.2 The reality of customer management information systems in power companies

Currently, there are some different customer management information systems in power companies Considering the structure, these systems could be divided into 4 types:

The Host/Terminal Architecture System, originating from pre-1975 COBOL programming on Bull machines and later transitioned to AS/500, primarily functions to calculate and release bills This system, utilized by Ho Chi Minh City Power Company and Power Company 2, manages and stores information without utilizing a relational database, relying instead on direct COBOL access.

The Type 2 Fileserver/Workstation Architecture System, developed in the 1980s and early 1990s, operates on a Local Area Network (LAN) but lacks remote online connectivity Its primary functions include entering meter indices, generating bills, and managing debit bookings This system is utilized by Power Company 1 and the Power Company of Hanoi.

The Client/Server Architecture system implemented at Power Company 3 utilizes Microsoft Technology and SQL Server for efficient database management Key functionalities include index entry management, bill generation, credit and debit monitoring, and measuring equipment management Notably, the index entry feature allows for remote index reading, although this capability significantly impacts database frequency and necessitates thorough system checks.

The Client/Server Architecture system, utilizing the large-scale AS/400 host computer, has been developed by FPT Cooperation and Power Company 1 as part of the electricity network improvement project in the Hanoi-Hai Phong-Nam Dinh region.

2.1.3 Facts on infrastructure, information technology in Power Companies

The recent launch of the rural telecommunication project by Vietnam Electricity Cooperation has significantly enhanced the wire transmission line infrastructure This initiative features a production management network comprising three primary routers strategically located in Hanoi, Ho Chi Minh City, and Da Nang These partial networks are interconnected to create a Wide Area Network (WAN) for the cooperation, improving overall connectivity and efficiency.

Wire transmission line system: There are 11 Power Companies have connected to WAN of EVN with high speed transmission line.

Table 2.1 Information of transmitting wires of Electricity companies

No Name Broadband Type of transmission wire line

2 Power Company 1(PC1) 100Mbps Connect to WAN of EVN by fiber cable of PC1

3 Power Company 2 (PC2) 100Mbps Connect to WAN by EVN fiber cable of PC2

4 Power Company 3 (PC3) 10Mbps Network cable

5 Dong Nai Power Company 2Mbps

LAN Connect to Backbone through EVN Telecom fiber cable

6 Ninh Binh MTV Power Lmt.,

Co 2Mbps LAN connect to Backbone

Lmt., Co 2Mbps LAN connect to Backbone

8 Hai Phong MTV Power Lmt.,

Co 2 Mbps LAN connect to Backbone

9 Ho Chi Minh City Power company 100Mbps LAN connect to Backbone

10 Da Nang MTV Power Lmt.,

Lmt., Co VPN through ADSL

Computers, information technology equipments: At the present, Power

Companies in the Cooperation are equipped with advanced IT infrastructure, including high-speed host computers and systems designed to effectively manage customer information This technology supports the company's electricity business operations, enhancing efficiency and service delivery.

System software and database management system: Currently, all Power companies has been installed LAN (Local Area Network) to serve production management operation

Table 2.2 CMIS in power companies

Comparisons between available products in the market

Before, Power Companies has built similar products or bought outside companies like FPT However, almost these products are separate and only applied in the scope of a unit.

Below is the comparison table of some characteristics of CMIS and Fly21 system which was developed by FPT at the same time:

Table 2.3 Comparison of CMIS and Fly21

Serve specifically to Power Company 1

Applied scope Hai Phong, Hai Duong, Nam

7 modules : Customers, Bills, Liabilities, Loss, Reports and

Management ( about 400 functions) Benefits Not support in processing multi- level and parallel database (job 1); low efficiency

Provide database synchronously; spilt and merge unit; recover database from high-level unit; support parallel processing (job 1) Distinguish characteristics

Do not have correlative functions

Manage sample bill, complaint, price quotation and automatic index update

Automatic Meter Reader - AMR (Hand Held Unit - HHU,

Automatic Meter Reader - AMR, Queue Management System - QMS), paying electricity cost through ATM, Web search engine for EVN; Electricity payment search through SMS and Finance management information system (FMIS)

Upgraded Difficult due to having to Remove changed database and

The entire system's capacity relies heavily on a single software provider, making it challenging to automatically update other projects on the host computer Additionally, the software developers offer a database accumulation mechanism, which serves as a common solution for open accumulated applications Furthermore, the system features a fixed configuration supported by specific system parameters.

Active, variable configuration, support descentralization to every function, system parameter, confirms new component right after entering the system, duplicating capacity and configuration update.

Security One level, each person is provided a account to use database

2 levels, access though immediate user, actively manage the builders

Lots of adjust has to be made together with a price change

Designed to change price simply

Appraise and analyze finding facts

2.3.1 Appraise the facts of processing management

Currently, several companies in the electricity sector are adhering to the regulations set by Vietnam Electricity Cooperation Additionally, the integration of customer management information systems (CMIS) through information technology is underway, serving as a crucial foundation for the development of a centralized CMIS.

Drawbacks in supporting managing mission: Although the present customer management information system has met the requirements of electricity business operation, there are still some unqualified ones in managing side.

2.3.2 Appraise the state of current customer management information system

The current customer service system lacks adequate tools and resources for staff in customer communication roles, resulting in a reliance on booking processes This reliance leads to significant drawbacks in management efficiency and delays in serving customers effectively.

In the managing procedure, database is not made use of; almost work are implemented traditionally without using fruit of current system.

The loss subsystem implemented in power companies has improved the monitoring of unit losses, yet its analysis remains rigid This system primarily focuses on the station and medium-voltage electricity networks, neglecting the losses in low-voltage networks Additionally, it lacks flexibility in calculating options and the timing of monthly calculations.

The pricing mechanism for electricity bills is influenced by various economic factors, with each electricity payer subject to a unique pricing policy This policy is determined by several input factors, including the times of electricity usage, voltage levels, price groups, and the amount of electrical energy consumed.

The annual adjustment of retail electricity prices will be based on market conditions, ensuring flexibility and optimal service for customers Additionally, various factors influence electricity pricing, including seasonal variations, monthly and quarterly changes, input costs, and regional differences.

The price structure can be organized in a matrix format, allowing for multiple price tables tailored to different users Each user may experience various pricing policies simultaneously, influenced by the type of power company—whether it's an independent joint stock company, a private firm, or a foreign entity—as well as the specific inputs involved.

The monitoring and supervisory mechanism of the system lacks provisions for sudden errors, but it performs several key functions It records daily user operations, tracks functional information, and logs database entries along with participant details Additionally, it generates detailed reports through a complex processing function module, assesses the system's operational status—including memory usage, connected devices, and functions causing errors or slowdowns—at specific times, and identifies any emerging mistakes during operation, along with their content, timing, and potential causes.

To address the identified management, operational, and process challenges, it is essential to enhance the customer management information system to align with the operational requirements of the electricity business This involves integrating additional subsystems that will expand the system's capabilities for data analysis, ultimately improving business operations and customer service.

2.3.4 Evaluate the state of infrastructure and technology

The current network infrastructure of power companies remains incomplete, preventing the implementation of an effective Client/Server Architecture system While advanced IT infrastructure has been developed in select companies, such as the Power Company of Hanoi and those in Ho Chi Minh City, the overall application of this system across the sector lacks efficiency.

The integration of the application with electricity business development has significantly accelerated the growth of the customer database, which has doubled or even tripled since the system's introduction This remarkable increase highlights the system's efficiency, although it has also led to a noticeable rise in operational errors during its runtime.

The IT infrastructure of the units involved in the system implementation largely meets the necessary requirements However, several units face efficiency issues with their host computer configurations due to the large volume of data, indicating a need to reduce the database size and enhance memory capacity.

Thus, requirements to customer management information system are how to design to not only make use of current equipment but also ensure the practical efficiency of the system.

2.3.5 Evaluate the system’s advantages and disadvantages

The comparison of the current system and the structure of client – server points out some following advantages and disadvantages:

The system effectively fulfills the essential requirements of EVN's power business processes by adhering to a closed and consistent procedure It is designed to support nearly all operations within Vietnam's electricity sector, ensuring rapid and efficient information control.

Effective data management ensures consistency and high security while fostering interdepartmental collaboration, where the output of one department serves as input for another This mutual control of responsibilities aligns with the management requirements of the power business sector.

- Easy to extend and adapt to requirements of the power business operation

The system offers a comprehensive and accurate inventory of information about power users, which enhances customer service quality and boosts productivity.

- It can also forecast unexpected demands outside regulations of the corporation

When the CMIS was developed, the internet infrastructure of most power companies was incomplete, leading to a Client-Server model design However, significant advancements in IT equipment have since occurred in companies like Hanoi Power Company and HCM Power Company, as well as in various other regional firms Consequently, the Client-Server database model is now inadequate and fails to leverage these improvements effectively.

Analysis SWOT when applying focused customer management information systems

From above analysis and evaluation of CMIS through the power business, it can be given following SWOT analysis:

- Director board of the corporation consistently agrees to apply applications of IT in the business-production process by supports in investments, innovation and technology transfers

- The system is consistent in all operations (production & business) in the whole corporation to serve for power business in power companies and branches

- The system is constructed in a base of Oracle and NET This is really appropriate

- It allows saving historical information and looking for information to support decision making This ensures decisions are made at the right time as needed

- The system is also design as focused to create a giant information stock for business operation of the whole corporation

- It is orientated to customers in order to improve customer services, provide enough functions for staffs of customer service department

- It is implemented in a broad scope; therefore, the ability of supporting for power branches is quite difficult.

- IT ability of staffs is not equal

- The structure of management scheme is not clear and appropriate Management method is not professional

- Infrastructure and equipments is not corresponding between power companies and branches

- Investments in information technology are not consistent and limited This still does not satisfy the demand for development

- Managers of the corporation issue regulations to apply IT in the process of business-production for the whole organization

- Power business units are considering more and more the importance of information technology applications in their operations

- The power market comes into stability and there will be many chances for power companies to develop

- Power system has its own available solutions which can be considered as references

- Customers are using more and more power, esp since the government removed the regulation about power in rural areas

- When the electricity market came into operation, the unit price of electricity is constantly changing, requiring software really flexible.

- Customer demand for better and better software to support value-added services such as web transactions, so on

- Monitor and calculate loss of the system has to be implemented by different methods, to meet a flexible service management requirements and production.

- Policy for customers to use electricity will go with the direction of greater flexibility

- Changes in habits of users

SOLUTIONS TO IMPROVE CUSTOMER INFORMATION

Recommendations to develop customer management information systems

From the reality of CMIS in EVN and power companies, building a focused CMIS needs to satisfy following requirements:

3.1.1 General requirements of the system:

- Providing information with safety and security

Services in CMIS which defines customer as the center includes:

9 Changes in items of the contract

11 Liquidation contracts as required by customers

12 Change the objective of the contract

14 Add more points for using power

15 Search details of using power information

16 Send details of using power information via email

17 Check invoice as required by customers

19 Send details of invoice via email

20 Print invoice and details in many positions

Figure 3.1 Centralized custormer management information system

3.1.2 Requirements of customer management information systems

Based on the current CMIS and requirements relating to operations and technical factors, the focused CMIS needs to meet following requirements:

The system is designed to support power business operations across all units within ENV, ensuring that it meets the requirements of business processes aimed at enhancing customer service.

The system should enable comprehensive monitoring of all data associated with power users, including any modifications made to their information and the history of these changes User information must be readily accessible as needed for tasks such as updates and reporting.

- The system has to keep on track with all information about customers, their power using history, bill information, and debt information, so on

- It also support for all power companies based on the multi-level model (Electricity company, power company, power branch, etc)

The system is capable of integrating with various programs, including Financial Management Information Systems (FMIS), DSM, bank payment platforms, and power market applications, leveraging available data to maintain database consistency.

The system implements a robust security mechanism that categorizes users into specific roles, ensuring that each individual can access only one function This decentralization prevents unauthorized actions and the misuse of data outside their designated responsibilities Additionally, the system features a comprehensive monitoring mechanism that tracks all user activities, providing essential support for system administrators.

The corporation can use Web Browser to log into the system after adding user name and password to explore information and data as required by each units

At the same time, it will explore information detials about customers with only a theme Information which needs to be explored is divided into two main types:

- Fundametal information: Basic information about customers will standardized and sent to Vietnam Electricity by power companies and then will be used for requirements of the corporation.

- Unknown information: With unavailable requirements, the systemm will connect to CSDL of power companies to explore more information and then provide back to the corporation

The system enables power companies to generate and associate all reports in both printed and digital formats, catering to various needs Reports can be printed on multiple printer types, including laser and inkjet, and are available in various formats such as Word and Excel The system's versatility ensures that it meets the diverse reporting requirements of power companies effectively.

- General report of selling power of each units

- General report of power transaction and distribution

- Generate the series of electricity meter of units

- Generate numbers of customers and contracts

- General report of selling power according to price

- Details of receives and debts

- Generate reports of electric capacity

- Details of selling power, electric meter and contracts

Besides reports which are defined in the system, it also provides tools for users to create reports, analyze data as required

3.1.4 Requirements of relationships and providing channels

Order Service Description Providing channel

I Service group related to power providing & moving

This service meets the demand of using power of customers without investments in transformer station

Additional channel: Website, Call center, Hotline, Email.

This service meets the demand of using power of customers with investments in transformer station

Additional channel: Website, Call center, Hotline, Email.

This serve provides power in maximum 3 months

Additional channel: Website, Call center, Hotline, Email.

This service meets requirements in changes power capacity of customers

Additional channel: Website, Call center, Hotline, Email.

5 Repair, maintain after setting up electric meter

Meet demands of repairing and maintaining electric systems of customers

Additional channel: Website, Call center, Hotline, Email.

This service can change locations of setting electric meter in the same area

This can help to stop providing power as required by customers

Additional channel: Website, Call center, Hotline, Email.

This satisfies demands of re-providing power as customers need

Additional channel: Website, Call center, Hotline, Email.

II Group of services relating to contract management

This allows customers to update relevant information in the contract and invoice.

Additional channel: Website, Call center, Hotline, Email.

This service allows customers to change information relating to power prices

This allows customers to use different power levels according to their need

4 Liquidate the contract as required by customers

This allows contract management department to liquidate selling-buying power contracts with customer as required

Additional channel: Website, Call center, Hotline, Email.

5 Change objectives of the contract

This allows to transfer the contract from one person to another or change

Additional channel: Website, information Call center, Hotline, Email.

6 Extend the maturity of the contract

This service is managed by contract management department for customers who want to extend the maturity of the contract

Additional channel: Website, Call center, Hotline, Email.

This service allows customer to have new electric meters or stop using one or more power points.

Additional channel: Website, Call center, Hotline, Email.

III Group of services relating to ratio

1 Look for details of using power

Customers who want to know details about their power use This service can help them

Additional channel: Website, Call center, Hotline, Email.

2 Send details of using power via emails

Customers who want to receive announcements about using power information via email The system allows this to implement automatically

Additional channel: Website, Call center, Hotline, Email.

3 Check details of using power

If customers want to check details of using power information in the end of each month, this service can serve them

Additional channel: Website, Call center, Hotline, Email

IV Group of services relating to providing invoices

1 Providing Customers can check Current channel: websites of information and calculating invoices information of their invoices by supporting of Customer Communication Department some power companies Recommendations:

• Provide methods of calculating invoices in web

• Allow customers to look for information of monthly invoices

2 Send detail information of invoices via emails

Customers who want to receive information about invoices via email The system allows this to implement automatically

Current channel: websites some power companies

Recommendation: Provide email systems with auto answering function

3 Print general invoices and details for many positions

Customers who register for general billing with multi-point electricity access benefit from a streamlined payment process, allowing them to pay at a single location This arrangement enhances convenience for customers while facilitating effective communication between the customer service department and the professional division to manage registration information efficiently.

4 Print general invoices for different services

Customers who register to be provided a general invoices for different services can benefit from this service

Recommendation: No-proving this kind of service

V Group of services relating to debt management

1 Payment Provide various methods of payment

1.1 Gathering money at home available

1.2 Gathering money at desks available

By SMS service of EVN telecom or other telecommunication suppliers

2 Send electric announcements about payment

Provide different kinds of electric announcements for customers

2.1 Send electric announcements to customer’s home

If customers require to receive announcements at home, EVN immediately delivers through post- office

2.2 Send electric announcements via SMS, emails when customers require to receive announcements via SMS or email

New service Other channels: Website, SMS, Email

VI Group of services relating to measurement equipments

This service allows implement checking equipments according to unscheduled requirements

This service allows implement checking measurement equipments according to unscheduled requirements

This allows to replace broken equipments for customers

Change kind of electric meters

Customers can change their electric meters thanks to this service

Not available for all power companies

The model illustrates elements of a focused CMIS:

Figure 3.2 Model of a focused customer management information system

Management officers at various levels within power companies and Vietnam Electricity can access the system using their designated usernames and passwords, enabling them to perform tasks such as reporting, statistics, and information retrieval.

CMIS facilitates seamless connectivity and data sharing with various systems, including FMIS, measurement systems, banking systems, call centers, and power markets By leveraging abundant information resources, CMIS enhances the quality of customer services efficiently and effectively.

The system also provide modules to implement on the internet These modules have basic features which can help customers interact with power companies through website and email

3.1.6 Functions of focused customer management information systems

Focused management information systems includes following elements:

Figure 3.3 General model of focused CMIS’s functions

Requirements and complaints of customers about power providing services will be followed up and solved through the following procedure This is implemented by the customer service department

Figure 3.4 Model of customer communications

This function can help to manage and follow up the process of providing power for customers from orders to contracts

Figure 3.5 Model of providing power

This function allows managing and controlling the process of implementing the contracts: Change in information of the contract, extend the maturity of the contract and generate reports

Figure 3.6 Model of contract management

Ratio in customers’ electric meters is recorded according to a given procedure.Reports about this ratio are then established

Figure 3.7 Model of recording ratio

This function allows calculating and printing invoices for customers and solve errors around those invoices

Figure 3.8 Model of issuing invoices

3.1.6.6 Money receiving management and debt control

This function assists in managing issued invoices and organizing the workflow for cashier mobility members It facilitates electricity charging at desks, bank collections, ATM revenue, and household income management Additionally, it supports debt relief efforts, tracks customer debts, and manages bad debts, while generating various reports, including collection summaries and outstanding loan reports for customers.

Figure 3.9 Model of money receiving management and debt control

This function manages all measurement equipments including electric meter,

TU, TI, follow up the situation of changes relating to new equipment and management requirements

Figure 3.10 Model of measurement equipment management

This process can generate reports from operations and create business reports as regulated for the whole corporation

Figure 3.11 Model of making a business report

This function can help EVN manage measurement equipments, calculate precisely the production of power and provide reports as required by managers

Figure 3.12 Damage management and calculation

Information of the business situation of each unit can be followed up according to operations of the whole corporation in order to meet requirements of the management process.

Comparison between centralized customer information management

Comparison table between two systems

Criteria Centralized system Current system

Purpose Forcusing on customer service Following electrical energy trading process

- The first unit: Vietnam electricity corporation

- The second unit: Electrical companies in each area and city

- The first unit: Vietnam electricity corporation

- The second unit: Electrical companies in each area and city

- Control index updating and issue invoices

- Collect money and debt control

- System control and data base

- Control index updating and issue invoices

- Collect money and debt control

- System control and data base

Services Provice five kind of services include:

- Electricity providing and moving electricity

Web-base Base on Client/Server architecture Định hướng Quickly apply centralized system to reach customer service and cross out gross supply of Gorverment

Continuing to apply until centralized system be successful

Evaluation of effect

- Provide series of service for electricity users via Website Customers can send their request to customer service section

 Changing and add information on contract

 Checking registration, verify, moving, hanging ,measurement equipment

 Registration for transfer owner of contract

 Requests and complain regarding to quality or attitude of cashier, etc

Our customer service team is dedicated to assisting electrical users via email, enabling them to submit requests, claims, and inquiries effortlessly Once received, we ensure that all questions are addressed promptly and relevant departments are notified to provide effective solutions.

- Provide services via SMS: Receiving request, claim and question from customer via SMS After receiving they will deal with and automatic answer via SMS gateway system.

The CMIS system offers essential information for customer service, including support through telephone operators, SMS systems, and email, as well as web resources This comprehensive database enables customers to efficiently search for the information they need, ensuring a seamless experience across various communication channels.

 Customer information: Customer name, address, phone number, email, type of customer, etc.

 Information about electricity using place of customer: electricity using place, measurement equipment, supplying price policy, electrical station, etc.

 Information about electricity using status of customer: monthly electricity using, electricity invoices

 Collecting money and recoding dept

 Information about electricity and control branch

 Information about policies, procedure: electricity supplying, procedure for adding information in contract, procedure for liquidation, extend the deadline, information about price list base on changing price time.

 Broadcast information: business activities related to customers, new functions (sending SMS to receiving information or paying via ATM, etc), customer support or receiving information agents.

- Update information about electricity cut off: It allow managing section can control and update electricity cut off schedule and follow cutoff date and inform to customer

The current system has been in operation for five years, demonstrating clear advantages in enhancing business efficiency It unifies electricity supply operations across 11 companies and provides valuable support to management and other departments within each unit.

The newly developed centralized customer information management system introduces advanced technologies and offers significant advantages for users and management This system not only enhances existing electricity supply processes but also incorporates new business initiatives aimed at improving customer service and expanding communication channels These enhancements foster a positive customer experience and facilitate community support for government policies in the electricity sector Additionally, the system emphasizes flexible pricing calculations tailored to various customer types, ensuring compliance with the Ministry of Industry, Trading, and Construction's market-driven pricing adjustments.

A customer information management system streamlines management activities by generating statistical reports that analyze data and offer a comprehensive overview of an enterprise's business status This system simplifies operational design, provides various functions for users, and minimizes the time required for retraining personnel, ultimately enhancing efficiency within the organization.

The customer information system is built on the latest technologies to meet essential needs, featuring a diverse structure that includes various class zoning data, error control, and enhanced integration capabilities This system is designed for web application environments, enabling centralized data management while reducing operational costs, service expenses, and customer support costs Additionally, it ensures compliance with professional competence requirements.

Implementing various solutions to enhance system efficiency, speed, and stability can effectively address existing issues while significantly reducing error rates and improving overall performance.

To evaluate the efficiency of customer information management system we need to take of some following respects:

Implementing a centralized customer information management system offers significant economic and management benefits for each unit Economically, it reduces costs associated with purchasing software copyrights and operational expenses From a management perspective, it provides updated information that enhances business operations, enabling units to achieve key objectives such as increasing average prices, minimizing electricity loss, and improving customer service.

The newly designed customer information management system offers operators a user-friendly interface that enhances speed and efficiency With a variety of functions, users can easily monitor and control actions performed within the system.

The Customer Information Management System has been developed to enhance business operations by providing a new module that supports managers in analyzing key metrics such as pricing, losses, income, product performance, and customer service This efficient tool empowers business leaders to make informed decisions and improve overall operational effectiveness.

Company managers can efficiently access and analyze essential business data through a flexible web connection This allows for quick downloads of both general and detailed information, enabling informed evaluations and the development of effective business plans.

- To manager of unit/company/ corporation: The system will provide general data and analyze business status to help manager give out on time decision

For economic management will bring these effects:

The current customer management system, originally designed to handle 4.5 to 5 million customers, is now struggling with an increased customer base of 20 to 25 million, leading to decreased efficiency and delays in business operations To address this issue, a centralized customer management system has been developed to effectively manage the larger customer volume, ensuring clarity and efficiency, particularly in the electricity sector.

The CMIS offers essential functions for managing electricity prices and analyzing usage patterns, which can significantly enhance business operations By utilizing this system, businesses can effectively manage information, generate comprehensive analysis reports based on various criteria, and identify discrepancies between consumption and intended use This capability not only aids in controlling supply costs but also supports strategic decision-making for improved efficiency.

 Increase efficiency by reducing electricity loss

Implementing a Customer Information Management System (CIMS) enhances business management by efficiently controlling and analyzing losses, ultimately reducing average costs Prior to adopting CIMS, units relied on Excel for loss calculations, which proved less effective CIMS offers robust support in loss management by monitoring electricity usage, zoning losses, identifying causes, and delivering timely solutions Additionally, it facilitates equipment control and timely replacement of non-functional meters, further minimizing losses.

 Compare buying software copy right and system operation cost

Implementing a centralized management system significantly reduces operational costs by allowing for the repair and maintenance of a single or a few host computers that store data This approach also lowers expenses related to purchasing software licenses, as investment is required for only one centralized system Currently, this system has been successfully adopted by 11 electricity companies, 126 energy branches, and 6,000 electrical branches For instance, by utilizing a centralized management system, the need for detailed systems across 600 branches is eliminated, resulting in substantial savings on software licensing costs, calculated at 600 branches multiplied by $300, totaling $180,000 in potential savings.

Remark: In which, 300 USD was count for Oracle Standard Edition with 10 Named users

3.3.4 Basics to analysis financial economic

3.4.4.1 Basic to calculate unit price of current customer information management system

Calculation basis to collect copy right cost of current system is indicated as following:

- Vietnam Electricity corporation accept to collect copy right fee from units

Deploying Plan

In the inception phase, a comprehensive investigation of the system will be conducted over two months, focusing on studying the current system and gathering new requests from all units This includes exploring new technologies that meet these requests and modeling the business procedures within the electricity industry Detailed documentation will be created to outline professional procedures and technological structures, followed by a thorough analysis of these documents This process will involve evaluating the findings through meetings and conferences to present ideas and gather feedback, with all discussions and agreements recorded in documentation Additionally, essential project documents will be prepared, covering aspects such as project management, configuration management, and inspection management.

In just four months, we aim to establish a comprehensive framework for the entire system, focusing on optimizing the software architecture Our objectives include enhancing the guidelines associated with the project's software procedures, refining the analysis and modeling of customer communication processes, and developing effective subsystems to support these improvements.

Construction should commence immediately after the approval of the general structure, ideally within a 10-month timeframe This phase focuses on enhancing the analysis and modeling of electricity provision processes, which includes managing contracts, measuring equipment, recording indicators, issuing invoices, collecting payments, monitoring debts, and reporting income results Additionally, it involves analyzing electricity demand and constructing subsystems while releasing trial versions Furthermore, there will be improvements to the guidelines related to the project's development procedures.

The project model will be deployed within three months, starting with a comprehensive schedule and detailed action plan Key tasks include updating primary data, verifying adherence to the original timeline, and providing users with clear instructions based on current procedures A testing plan will be developed, with reports generated to evaluate its results Ultimately, the project will be completed following these structured steps.

The project involves a comprehensive upgrade of both hardware and software systems, highlighting the additional and replacement equipment compared to the old system It includes a detailed list of applicable software, outlining their purposes and scopes Key changes in the information solution will be communicated effectively, ensuring clarity All functions will be deployed in conjunction with related systems to enhance integration Additionally, centralized training will be provided for relevant units, with each unit designating two individuals for training to ensure proficient utilization of the new systems.

When deploying a program, it is essential to inform all relevant sections about the schedule, functions, and responsibilities involved This includes transferring documentation and providing guidance on how to verify information based on these documents Additionally, clear instructions for system setup and user operation must be provided Management should also receive specific instructions for project controllers to ensure effective oversight Finally, deployment reports should be generated based on the established forms to track progress and address any issues.

From 2012 to 2015, we will continuously monitor, update, and refine the system to align with government policy changes, corporate guidelines, and the unique characteristics of each unit.

CMIS is a customer information management system designed to enhance management and decision-making processes It is closely integrated with other management systems, including financial management information systems and measurement management information systems, to provide comprehensive support for organizational operations.

CMIS applications offer a robust suite of tools designed to streamline sales, marketing, and customer relationship management With a single user-friendly solution, businesses can securely store data, automate essential functions, and enhance employee performance while reducing costs By efficiently managing customer databases, CMIS software allows for the recording of individual preferences, enabling personalized services that boost customer satisfaction and loyalty, ultimately leading to improved customer retention.

CMIS has been implemented in EVN for some time, but discussions continue regarding its effectiveness and potential for maximizing benefits Many power companies within the corporation face challenges due to outdated technology, hindering smooth application of the system Upgrading CMIS from version 1.0 to 2.0 could address current issues, but success will ultimately depend on EVN's ability to effectively manage and operate this new technology.

Despite some limitations inherent in our research timeframe, our team is eager to receive constructive feedback from both lecturers and fellow students This input will be invaluable in enhancing our customer management information system (CMIS), ultimately contributing to the overall improvement of Vietnam Electricity.

Once again, we would like to send our gratitudes to all peolpe who help ed us complet the course as well as this research successfully

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1 Luật Điện lực 28/2004/QH11 của Quốc hội Nước Cộng hòa xã hội chủ nghĩa Việt Nam

2 Quy trình sản xuất kinh doanh điện năng Ban hành kèm theo Quyết định số 01/QĐ/ EVN-KD&ĐNT ngày 02/01/2008 của Tổng Giám đốc Tập đoàn Điện lực Việt Nam

 Quy trình ký kết và quản lý Hợp đồng mua bán điện

 Quy trình quản lý hệ thống đo đếm điện năng

 Quy trình ghi chỉ số công tơ

 Quy trình lập hóa đơn điện

 Quy trình thu và theo dõi nợ tiền điện

 Quy trình giao tiếp với khách hàng sử dụng điện

 Quy trình lập báo cáo kinh doanh điện năng

 Các phụ lục liên quan đến quy trình

3 Giáo trình quản trị tài chính doanh nghiệp của chương trình đào tạo Thạc sỹ Quản trị Kinh doanh Quốc tế

4 Giáo trình quản trị sản xuất và tác nghiệp của chương trình đào tạo Thạc sỹ Quản trị Kinh doanh Quốc tế

5 Giáo trình quản trị chiến lược của chương trình đào tạo Thạc sỹ Quản trị Kinh doanh Quốc tế Griggs

6 Le The Gioi, Nguyen Thanh Liem & Tran Huu Hai, (2009), Strategic Management, Statistical Publishing House.

7 Phạm Thị Thanh Hồng và Phạm Minh Tuấn (2007), Bài giảng Hệ thống Thông tin Quản lý, Nhà xuất bản Khoa học kỹ thuật, Hà Nội.

8 TS Trương Văn Tú – TS Trần Thị Song Minh, Giáo trình Hệ thống thông tin quản lý, Nhà xuất bản Thống kê – 2004

9 Trần Thành Tài, Phân tích và thiết kế hệ thống thông tin quản lý, nhà xuất bản trẻ -2002

10 Tiêu chuẩn quốc tế về quản lý ISO 9001 - “yêu cầu” quy định những điểm cần phải làm nhưng không chỉ ra việc đó nên làm như thế nào

11 Mô hình CMM/CMMi (Capability Maturity Model/Integration), cung cấp các hướng dẫn và kinh nghiệm thực tế dùng để phát triển, cải tiến và đánh giá năng lực của quy trình.

TT Name Unit Investment Ratio Value

SCHEDULE PAYMENT OF LOAN AND INTEREST

No Year Depreciation Schedule payment of loan and interest Anual reliable payment of loan and interest

Loan payment Interest payment Odd Loan

TABLE OF NEW UPDATE VERSION OF CACULATING RETURN AND EDITING COST

Return from cost of software lience Module of General report The remain module

No of lience Price Amount No of lience Unit