Untitled 1 ĐẠI HỌC UEH TRƯỜNG KINH DOANH KHOA KINH DOANH QUỐC TẾ MARKETING DỰ ÁN CUỐI KỲ QUẢN TRỊ CHUỖI CUNG ỨNG P 1 Giảng viên Ths Hoàng Thu Hằng Khóa – Lớp K45 – IBC03 Tên nhóm Viettel Post Danh sác[.]
lOMoARcPSD|22243775 ĐẠI HỌC UEH TRƯỜNG KINH DOANH KHOA KINH DOANH QUỐC TẾ - MARKETING DỰ ÁN CUỐI KỲ QUẢN TRỊ CHUỖI CUNG ỨNG P.1 Giảng viên: …… Ths Hoàng Thu Hằng… Khóa – Lớp: ………K45 – IBC03……… Tên nhóm : ………Viettel Post…… … Danh sách sinh viên – MSSV – email: Võ Tường Vy- 31191024322 - vyvo.31191024322@st.ueh.edu.vn Lê Ngô Quế Lâm – 31191025258 - lamle.31191025258@st.ueh.edu.vn Tống Ngun Khơi – 31191026293 - khoitong.31191026293@st.ueh.edu.vn Lê Hồng Phúc – 31191025878 - phucle.31191025878@st.ueh.edu.vn TP Hồ Chí Minh, ngày 18 tháng 12 năm 2021 lOMoARcPSD|22243775 Table of Contents I ABSTRACT II CONTENTS Introduction 1.1 The background of Logistics in the world 1.2 The background of Logistics in Viet Nam 1.3 The background of Viettel Post Viettel Post's Supply Chain 2.1 Supplier 2.2 Producer 2.3 Customer 11 Activities in domestic supply chain management of Viettel Post 11 3.1 Plan 11 3.2 Source 12 3.3 Make 15 3.4 Delivery 20 3.5 Return 23 Effects of the COVID-19 pandemic on business operations and supply chains 25 4.5 Positive effects: 25 4.6 Negative effects: 26 Conclusion 27 5.5 Biggest problems in business operations and supply chains 27 5.6 Suggestions 28 III REFERENCES 29 IV APPENDIX 33 lOMoARcPSD|22243775 I ABSTRACT With more than 2,200 post offices nationwide as well as providing domestic and international postal and transportation services, Viettel Post has excellently become one of the leading brands in Vietnam in terms of express delivery However, besides the benefits, there are still some issues of Viettel Post, such as the higher shipping costs compared to other freight units, the delivery time is quite slow, and the COD exchange is not supported for orders in transit As society develops, the existence and business processes of enterprises are religiously associated with the supply chain The supply chain is increasingly proving its importance in production and business activities, which is considered a powerful tool to boost the competitiveness of companies in domestic and international markets In particular, the supply chain is one of the paramount factors for the success of firms in the postal sector, one of which is the Viettel Post For the reasons stated above, our team will define and analyze Viettel Post's domestic supply chain process while also presenting the company's operational effectiveness in national supply chain management In addition to market swings, the COVID-19 pandemic had a severe impact on Viettel Post's parcel courier services operations and supply chain As a result, the group will offer the two most pressing issues in the current supply chain and operations management, as well as proposed solutions for businesses to address these issues lOMoARcPSD|22243775 I CONTENTS Introduction 1.1 The background of Logistics in the world Logistics is closely linked to economic growth and global trade The world logistics market started in 2018 with many positive signals thanks to the global economic growth and infrastructure projects, investment projects in the field of transnational logistics Large-scale global use of logistics services include: retail, manufacturing, media, entertainment, banking and finance, telecommunications and government operations (public utilities), in which manufacturing (processing, manufacturing) accounts for the largest proportion due to having the longest supply chain However, in 2019, global trade becomes more unpredictable, with the intertwined effects of new generation FTAs and trade barriers, geopolitical disadvantages In the present age, the exchange of goods, exchange of production and import-export relations between countries is increasing day by day and significantly affects the economic development of a country In addition, the appearance of automated industry, E-commerce platforms such as Amazon, Taobao, Ebay, Alibaba, and global E-payment has leveled up the online shopping demand of consumers not only with domestic distribution channels but also with foreign distribution channels This online-shopping activity, invisibly, makes the relationship of traditional supply chain management no longer just focus on partner countries On the other hand, it is necessary to consider additional transportation costs, delivery, customer service and product quality from e-commerce platforms to the final consumers Logistics market share in the world is divided into fields in 2019 Geographically, AsiaPacific accounts for about 40% of revenue (figures reported by various market research firms range from 35-46%) In terms of component services, transportation accounts for 60% of global logistics revenue Regarding the logistics service market, currently mainly 3PL services, followed by 4PL and the future trend will be 5PL services with the integration of large-scale 3PL service orders Regarding logistics by sector of the economy, processing and manufacturing logistics currently account for the largest proportion, but logistics serving the final consumer segment will have the largest proportion in the near future The strong development of technology in logistics not only changes logistics service categories but also reallocates production areas through the change of supply chains Improved automation, computerization and 3D printing will gradually replace labor-intensive production lOMoARcPSD|22243775 activities in developing markets, the generation of smart, space-saving warehouses will also bring warehouse operations to the forefront and back to the final consumer markets Investments in global logistics infrastructure and advancements in information technology and transportation will continue to be the key drivers of the world logistics market in 2019 1.2 The background of Logistics in Viet Nam There is no doubt that Vietnam is considered as a potential market for the development of the logistics industry In recent years, Vietnam has focused on investing in the infrastructure system of roads, airways, railways, and seaways, along with a system of warehouses, trade centers, etc., which has been continuously expanded Besides that, the development of accompanying services, import and export procedures are also simplified to improve the quality of services On the government side, it is actively implementing open-door policies to encourage investment from abroad This is both an opportunity to expand cooperation to develop the logistics industry, but also a significant challenge for domestic enterprises According to a report by the General Statistics Office, currently Vietnam's logistics market has about 3,000 domestic enterprises and 30 enterprises providing transnational services, including large enterprises, such as DHL, FedEx, Maersk Logistics, APL Logistics, etc Most of the businesses are small and medium sized, providing from to 17 different logistics services, focusing on: forwarding, inland transportation, seaport and airport operations , cargo management and international transportation, In which, transportation is the most important service in the logistics system of Vietnam According to the Vietnam Association of Logistics Service Enterprises, in recent years, the growth rate of the logistics industry in Vietnam is relatively high, reaching about 14 - 16%, with a scale of about 4-5% of GDP It can be seen that logistics services in Vietnam are constantly changing year by year From a poor, backward and fragmented system of the 2002s (through the research of Nomura Institute), Vietnam's logistics has gradually transformed, gradually meeting the development needs of the country and adapting to the trend global development 1.3 The background of Viettel Post ViettelPost is a member unit of Military Telecommunications Group (Viettel), specializing in the business of services: Domestic and international express delivery, many different services such as: Courier service / express delivery ( VCN), Express Delivery Service (VHT), Economy lOMoARcPSD|22243775 Delivery Service/Economy Delivery (VTK), Add-on Service, Cash on Delivery Courier Service/ Ship COD, Logistic Service, E-Commerce Services,… 1.3.1 The publishment - Viettel Post Joint Stock Corporation known widely as Viettel Post (UpCOM VTP), the predecessor from the Press Distribution Center, was established on July 1, 1997 With the initial mission of serving the Army agencies in the Ministry of Defense - In 2006, Viettel Post changed from a dependent accounting model to an independent accounting model into Viettel Post Office Member State Company Limited - In 2009, Viettel Post officially operated as a Joint Stock Company after successfully implementing the equitization plan through the initial public offering - On April 13, 2012, Hanoi Department of Planning and Investment issued a business registration certificate to Viettel Post Corporation, enterprise code 0104093672 With this license, Viettel Post is the main Formed as the first Corporation in the model of Military Telecommunications Group - The stock code: VTP 1.3.2 The slogan and mascot: - Viettel Post always considers human resources as a core factor and a valuable asset With the slogan: "Viettel Post - Going far to get closer to people", the corporation has built a lean, honest and hardworking staff to meet the wishes of customers when using the service - Through the rabbit mascot, each staff member is an ambassador of Viettel Post in any situation to go far to be closer to people 1.3.3 The philosophy and vision: - Bring customers peace of mind and the best experience when using the delivery service - Viettel Post is constantly changing to increasingly meet the expectations of customers - As the only delivery enterprise of the Army, Viettel Post has provided public administrative services to serve socio-economic development, poverty alleviation, and natural disaster relief => With a long-term vision and a view of sustainable development, Viettel Post has focused on investing in the field of Delivery With continuous efforts, Viettel Post has become one of the leading brands in Vietnam in terms of delivery with a series of post offices, exploitation centers and a network expanding to 100% of provinces and cities nationwide The Corporation always Downloaded by tr?n hi?n (vuchinhhp24@gmail.com) lOMoARcPSD|22243775 creates a professional and modern working environment, maximizes the right to work, dedication, development, honor of employees and a harmonious combination between the interests of the enterprise and the employees interests of officers and employees With these achievements, Viettel Post is being evaluated as a sustainable development enterprise and is the only enterprise in Vietnam in the field of investment delivery to foreign markets and international integration 1.3.4 The network system: - Viettel Post has covered 100% of the delivery network including island districts throughout the territory of Vietnam - Post offices (points to receive mail by express delivery): there are nearly 680 post offices, in which: + 300 level post offices + 380 level and post offices - There are 300 mail delivery agents nationwide - There are nearly 1000 vehicles with full tonnage, trailers, and container trucks to ensure timely, fast and safe customer service 1.3.5 Corporation with other enterprises: 2019 is a year marking the success of Viettel Post when it is in the top 10 prestigious companies in the Transport and Logistics industry in Vietnam With these achievements, Viettel Post is being evaluated as one of the companies with a dynamic and sustainable development strategy Viettel Post is a partner of many large domestic and foreign enterprises such as Bank for Agriculture and Rural Development of Vietnam (Agribank), Sen Do Joint Stock Company (Sendo), Samsung Group (Samsung) , Nissan Vietnam Co., Ltd (Nissan)… 1.3.6 Profit: Viettel Post has recently expanded its store network system in the last years since the ecommerce market expanded, and now has more than 2,200 post offices nationwide and a postal and transport service business both domestically and internationally In particular, in 2020, Viettel Post achieved a revenue of 17,200 billion VND, an increase of 120% compared to 2019 In the newly published report of SSI Securities Company, it is estimated that Viettel Post's express delivery and logistics segment revenue in 2021 will reach VND 8,200 billion and gross profit will reach VND 741 billion, up 22% and 16.5% respectively Revenue and gross profit of the commercial segment in 2021 are expected to reach VND 13,800 billion and VND 69 billion, Downloaded by tr?n hi?n (vuchinhhp24@gmail.com) lOMoARcPSD|22243775 respectively, an increase of 30% and 22% compared to 2020 Vietnam’s e-commerce market has increased from $3 billion in 2015 to $12 billion in 2019 Moreover, it is expected to expand to $43 billion in 2025, becoming the third largest EC market in Southeast Asia Viettel Post's Supply Chain 2.1 Supplier With the expansion and orientation of the company not only in the field of delivery, Viettel post has promoted cooperation with suppliers in many fields With these achievements, Viettel Post is being evaluated as one of the companies with a dynamic and sustainable development strategy Viettel Post is a partner of many large domestic and foreign enterprises such as Bank for Agriculture and Rural Development of Vietnam (Agribank), Sen Do Joint Stock Company (Sendo), Samsung Group (Samsung) , Nissan Vietnam Co., Ltd (Nissan)… The growing popularity of online shopping has become one of the main driving forces behind the growth of express delivery services in recent years Online sales will grow faster than total retail sales, and B2C services will continue to be the strongest among e-commerce segments Therefore, it is a trend to cooperate with e-commerce branches (in particular, Tiki, Lazada, Shoppe ) to distribute goods to consumers 2.2 Producer The company owns a high-quality warehouse system in Hanoi, Da Nang, Ho Chi Minh, Dong Nai, Can Tho with a total area of more than 100,000m2, a convenient location for storing and transporting goods all over the country Production process: Downloaded by tr?n hi?n (vuchinhhp24@gmail.com) lOMoARcPSD|22243775 - Step 1: Customers create orders on Viettel Post system, then customer service center staff will receive orders and operate them to the post office and sales staff lines - Step 2: Next, the order has been transferred to the post office, the customer service center operates the district branch or the relevant post office If the customer service center operates for the county branch, the county branch continues to be responsible for operating down to the receiving post offices and sales staff lines In this step, there will be two cases with the order: (a) Orders that exceed the time limit and have not been processed, the post office customer service staff is responsible for directing the sales staff to handle the order urgently (b) The order has a time limit - Step 3: The order has been delivered to receive the goods After the order is handled by the customer service center and the district branch to the post office, the customer service staff at the post office continues to process the order into the sales staff line Then, the salesperson prints the ticket or the customer service staff supports printing the ticket with the request that the salesperson go to pick up the customer's goods In case the salesperson is on the road and cannot print the ticket, he can check the address, phone number, and order data on his smartphone, then sign the receipt in the customer's and salesperson's collection book - Step 4: (a) Order has been received successfully After successfully receiving the customer's order, the salesperson will update the status of receipt of the goods on the system Downloaded by tr?n hi?n (vuchinhhp24@gmail.com) lOMoARcPSD|22243775 (b) Rejected Order (Pending Order) If the order is refused for the following reasons: The order is a prohibited item - Customer packaging is not guaranteed - Customers are not at home - Unable to contact the customer - Customers make an appointment to pick up at another time - Content and weight of goods are wrong between the actual and the delivery note - The sales staff updated the reasons for not receiving the goods in the system (c) Partner requests to take back the goods Are the orders that the sales staff cannot get the goods for the reasons mentioned above, step 4- (b) When the customer has finished preparing, or the customer is at home and asks the salesperson to receive the order again (d) The order requires cancellation from the partner Customers cancel orders on the system or call the post office directly This is a case where the customer cancels because there is no need to send the goods again - Step 5: Imported orders are sent out After successfully receiving the sales staff enter the revenue on the software to transfer - Step 6: The order has been canceled and shipped After the salesperson enters the revenue on the software for some reasons of the customer because there is no need to send further, he will cancel the customer's revenue on the software, besides, it must specify the function names and tasks that employees are authorized to cancel orders - Step 7: Packing order is shipped Packing and unloading mail orders, mail bags, mail shipments, car trips for delivery - Step 8: The order has been delivered to the delivery location This is an order received at the delivery post office or delivery centers, also known as exploitation centers - Step 9: Orders are delivered Postmaster assigned to sales staff - Step 10: Order delivered successfully Successfully delivered to the recipient and signed by the recipient on the sending slip With the official operation of the automatic sorting conveyor system, from where 30 people are required to be constantly on duty, the parcel picking stage at Viettel Post's 1st exploitation center only needs support staff support, reducing up to 86% of the workforce The system will cut down on the process of picking and picking, leading to optimizing the stages of goods exploitation, increasing work efficiency and saving shipping time to customers 10 Downloaded by tr?n hi?n (vuchinhhp24@gmail.com) lOMoARcPSD|22243775 - For tiny objects, the sticker will be concealed beneath the surface and regarded faulty Large packages will not necessitate the use of impact The goal of this method is to "deal" with the scanner Machine-readable boxes will slide down; the robot will not reverse unreadable packages and will automatically move to the higher conveyor belt Because the scanner does not need to read "faulty" packages, it does not cause the conveyor belt to slow down They simply need to sustain the conveyor's weight increase from kg to kg e Handmade slide technology: The trough has a production cost of only 18 million dongs Still, it can adequately meet the delivery of products while also holding a significant volume of items before being loaded onto the truck Saving more than 41 outputs for the towing system to the vehicle were saved, with each production valued at 600-700 million, which is massively more extensive than the total cost of the production chain 3.4 Delivery 3.4.1 Distribution Channel A distribution channel is a collection of independent or interdependent businesses and individuals involved in the process of moving goods from producer to consumer (Marketing Management - Philip Kotler) In addition to the producer and consumer, there are intermediaries in the distribution channel (Authorized dealer, Businessman, Retailer, and Distributors) Sales and service intermediaries are more efficient thanks to the minimum number of sales contacts and deeper Intermediary specialization, which matches supply and demand, necessary to satisfy the target market The functions of distribution channels are Market Research, Promotion, Negotiation, Physical Distribution, Relationship Establishment, Merchandising, Financing, and Risk Sharing 3.4.2 Viettel Post Distribution Direct distribution: Viettel Post has covered 100% of the delivery network including island districts throughout the territory of Vietnam (2021) In which, the Post Office (the point of receiving express mail): there are nearly 680 post offices, including: 300 level post offices, 380 level and post offices, 300 mail delivery agents nationwide, and has nearly 1000 vehicles with enough tonnage, trailers, and container trucks to ensure timely, fast and safe customer service Online channel: Set up a Page on Facebook Viettel Post and advertise services on the Page Total Likes 243K likes, 258K followers The Viettel Post application on the phone application helps customers easily look up the journey of goods they have ordered Make an online order at 20 Downloaded by tr?n hi?n (vuchinhhp24@gmail.com)