(TIỂU LUẬN) POST COVID 19 CURRENT SITUATION AND SOLUTIONS TO IMPROVE THE WORKING QUALITY OF STAFF AT SHOPEE VIETNAM

UNIVERSITY OF ECONOMICS HO CHI MINH CITY DEPARTMENT OF INTERNATIONAL BUSINESS – MARKETING POST COVID-19: CURRENT SITUATION AND SOLUTIONS TO IMPROVE THE WORKING QUALITY OF STAFF AT SHOPEE VIETNAM Student: Nghiêm Thu Hà Major: International Business Course: 44 Instructor: MBA Dương Ngọc Hồng Year 2021 [Type here] UNIVERSITY OF ECONOMICS HO CHI MINH CITY DEPARTMENT OF INTERNATIONAL BUSINESS – MARKETING POST COVID-19: CURRENT SITUATION AND SOLUTIONS TO IMPROVE THE WORKING QUALITY OF STAFF AT SHOPEE VIETNAM Student: Nghiêm Thu Hà Major: International Business Course: 44 Instructor: MBA Dương Ngọc Hồng Year 2021 ACKNOWLEDGEMENTS Foremost, I would like to express my sincere gratitude to my instructor Mrs Duong Ngoc Hong for the continuous support of my thesis, for her patience, enthusiasm, and immense knowledge Her guidance helped me in all the time of research and writing of this thesis I could not have imagined having a better advisor and mentor for my graduate thesis Besides my advisor, I'd also like to thank my managers, the Health & Beauty category leaders, and my colleagues at Shopee Vietnam for assisting me in developing myself in a dynamic environment at Shopee, while also providing me with many favorable conditions to finish my thesis Here, I have the opportunity to directly experience a professional working environment, interact with talented and experienced people, and put what I've learned into practice Thank you so much to Ms Phan Nguyen Khanh Trinh - team 3T’s leader and Ms Le Kim Uyen - my buddy for directly guiding and supporting me throughout my internship at Shopee Finally, I'd like to thank all teachers at the UEH School of International Business and Marketing Thank you for your understanding and guidance, this has helped me a lot when doing my thesis in the time of this pandemic I wish you all good health and success in life, and I hope Shopee will continue to grow in the future Ho Chi Minh, 22 October 2021 Nghiêm Thu Hà [Type here] ENDORSEMENT This internship report with the topic of “Post Covid-19: Current situation and solutions to improve the working quality of staff at Shopee Vietnam” has been written by myself and has not received any previous academic credit at this or any other institution No other person's work has been utilized in the thesis without proper acknowledgment Ho Chi Minh, 22 October 2021 Nghiêm Thu Hà EXECUTIVE SUMMARY In recent years, e-commerce is no longer a strange concept in society or a new field in our country Especially in 2020, the Covid-19 pandemic has brought many changes to the economy but contributed to the breakthrough growth of e-commerce As the COVID-19 pandemic reshapes our world, more consumers have begun shopping online in greater numbers and frequency e-commerce outperforms traditional brickand-mortar retail in a pandemic Customers prefer to have goods delivered to their doorstep rather than going outside and risking infection Ecommerce was growing fast before COVID-19 hit But the pandemic pushed even more consumers to shop online And Shopee is no exception; in addition to the sharp increase in online business, business development staff who work directly with sellers play a critical role in the company's growth However, these staffs face their own challenges when working in unusual circumstances, such as during the Covid-19 pandemic According to my observations, not all business development staff can achieve the set objectives; in fact, there are still unresolved issues in the working process As a result, I chose this topic to analyze and research while also proposing solutions in order to improve the working quality of business development staff in the time of Covid-19 and thereafter will contribute to Shopee's development The main purpose of the research is to highlight some of the issues that some BDs face They are: Misunderstanding when working with supporting teams; the workload of Business Development Staff is heavy; some BDs are not proficient in using supporting tools; and, finally, there is a constant change in the time of Covid-19: Many flashsale slots have been cut off due to Covid-19's effect Based on some data collected and personal experience during the internship, the author selects, analyzes, and finds out four main problems After analyzing the five main causes affecting the existing problem to offer solutions to help businesses improve their working processes and be more efficient in the future the study comes up with some recommendations that are practical and most compatible with BD in Health and Beauty category to enhance the working quality Thereby, helping businesses attract more new customers as well as maintain long-term relationships with customers who have shopped online on Shopee TABLE O ACKNOWLEDGEMENTS ENDORSEMENT EXECUTIVE SUMMARY TABLE OF CONTENT LIST OF TABLES LIST OF FIGURES LIST OF ACRONYMS INTRODUCTION CHAPTER 1: OVERVIEW OF SHOPEE VIETNAM AND JOB ROLE 1.1 About Shopee Vietnam 1.1.1General information 1.1.2History of development 1.1.3 Vision and mission of the com 1.1.3.1 Vision of the company 1.1.3.2 Mission of the company 1.1.4Working culture and core value 1.1.4.1 Working culture in Shopee 1.1.4.2 Core value of the company 1.2 Organizational Structure 1.2.1Business model 1.2.2Structure and function of each 1.3 Performance of Shopee 1.3.1Business performance compare 1.3.2 Financial statement from 2017 1.4 Introduction of Internship Position 1.4.1Internship position 1.4.2Introduction of Bussiness Deve 1.4.2Description of Internship Tasks Even though they have many responsibilities but there’re just people in this team and every day they receive hundreds of ticket raise in product support portal (PSP), so this meeting is to clarify to BD the process and some frequently case and how BD can solve problem themselves without raising ticket in PSP This will reduce the workload of team product Week 8: from 27/09/2021 to 01/10/2021 - Attending we meeting with F team Monday 27/09/2021 - Do a survey o 10.10 preparati - Deal hunting user collection - Solving pendi scheduled and shipping order Tuesday 28/09/2021 - Solving seller relating to QC - Inform seller counterfeit issu Wednesday 29/9/2021 - Uploading CM 15/9 and 20/9 - Hunting for u deal Thursday 30/09/2021 - Hunting for d discount deal - Checking the seller’s confirm on CMT - Contact with Friday - Completing d hunting for nex 1/10/2021 deal - Attending wee meeting with F team Monday 4/10/2021 - Deal hunting user collection - Contact with - Attending HB for HB Tuesday campaign Tuesday 5/10/2021 - Doing seller f survey - Contact seller counterfeit issu Wednesday 6/10/2021 - Hunting new - Solving pendi schedule/ shipp - Final approvin deals on CMT - QC checking approved on CM Thursday 7/10/2021 - Contact seller have price erro - Hunting flash Friday 8/10/2021 - Checking if th problem before W - Feedback sell in campaign 10 Monday 11/10/2021 - Submitting fla slot - Escalating sys problem to SOS - Attending “BD Roll Out” meet Tuesday 12/10/2021 - Doing seller s - Final approvin spike 15.10 dea on CMT - Contact seller counterfeit issu Wednesday 13/10/2021 - Submitting de - Submitting de - QC all deals o Thursday 14/10/2021 - Sending vouc seller - Solve pending & pending pick Friday 15/09/2021 - Solving seller problem pick up order I met these issues before so I know how to solve these problem - Improve cross- team communication APPENDIX 2: PLAGIARISM TEST RESULT ... internship report with the topic of ? ?Post Covid- 19: Current situation and solutions to improve the working quality of staff at Shopee Vietnam? ?? has been written by myself and has not received any...UNIVERSITY OF ECONOMICS HO CHI MINH CITY DEPARTMENT OF INTERNATIONAL BUSINESS – MARKETING POST COVID- 19: CURRENT SITUATION AND SOLUTIONS TO IMPROVE THE WORKING QUALITY OF STAFF AT SHOPEE VIETNAM. .. development staff in the Health and Beauty category Implementation methods Data collection Read materials and update reports related to the topic, and gather reports related to the topic for analysis,