(Luận văn) lack of career growth opportunity in operation department at thi group vietnam hcm branch

t to UNIVERSITY OF ECONOMICS HO CHI MINH CITY ng International School of Business hi ep w n lo ad ju y th yi pl VU THI BICH HOP n ua al FINAL THESIS n va ll fu LACK OF CAREER GROWTH OPPORTUNITY m oi IN OPERATION DEPARTMENT nh at AT THI GROUP VIETNAM HCM BRANCH z z jm ht vb MASTER OF BUSINESS ADMINISTRATION k om l.c gm n a Lu n va y te re th Ho Chi Minh City – Year 2019 t to UNIVERSITY OF ECONOMICS HO CHI MINH CITY ng International School of Business hi ep w n lo ad ju y th yi pl VU THI BICH HOP n ua al n va FINAL THESIS fu ll LACK OF CAREER GROWTH OPPORTUNITY m oi IN OPERATION DEPARTMENT at nh z AT THI GROUP VIETNAM HCM BRANCH z ht vb k jm MASTER OF BUSINESS ADMINISTRATION om l.c gm n a Lu n va y te re th Ho Chi Minh City – Year 2019 t to CONTENTS ng EXECUTIVE SUMMARY hi ep CHAPTER I: INDUSTRIAL OVERVIEW AND COMPANY BACKGROUND w 1.1 Industrial Overview n lo 1.2 Company Background ad y th CHAPTER II: PROBLEM JUSTIFICATION 10 ju 2.1 Problem finding process 10 yi pl 2.2 Company’s Symptoms 10 al n ua 2.2.1 Low Revenue 10 n va 2.2.2 High turnover rate in Operation Department 13 ll fu 2.3 Problem Identification 15 oi m 2.3.1 The Initial cause-effect map 15 at nh 2.3.2 The Updated cause-effect map 20 z 2.3.3 The Final cause-effect map 24 z ht vb CHAPTER III: ALTERNATIVE SOLUTIONS 31 jm 3.1 List of real causes 31 k 3.1.1 Lack of training 31 gm 3.1.2 Lack of knowledge sharing 31 l.c om 3.1.3 Lack of orientation 32 a Lu 3.1.4 Lack of promotion 32 n 3.2 Proposed solutions 33 n y te re 3.2.2 Solution 2: Provide an official training process 35 va 3.2.1 Solution 1: Provide an effective orientation program 35 3.3 Alternative sets of solution 37 th 3.2.3 Solution 3: Open sharing session between teams 36 t to 3.4 Action plan 40 ng 3.4.1 Objective of action plan 40 hi ep 3.4.2 Timeline and Cost 40 CHAPTER IV: SUPPORTING INFORMATION 43 w n lo 4.1 Interview Transcripts 43 ad 4.2 Questionnaire for the existence of problem 65 y th ju 4.3 Questionnaire for the chosen set of solutions 67 yi REFERENCES 68 pl n ua al n va ll fu oi m at nh z z k jm ht vb om l.c gm n a Lu n va y te re th t to LIST OF FIGURES ng Figure 1: Organization Structure hi Figure 2: The initial cause-effect map 19 ep Figure 3: The update cause-effect map 23 w Figure 4: The final cause-effect map 26 n lo Figure 5: Solution Map 34 ad Figure 6: Sets of solutions 37 ju y th yi pl LIST OF TABLES al ua Table 1: Summary revenue of THI Group in years ··············································· 11 n Table 2: Operation Department customers’ situation ··············································· 12 va n Table 3: Turnover rate of operation department ······················································ 14 fu ll Table 4: The result of survey ···················································································· 38 m oi Table 5: Cost-benefit analysis ··················································································· 39 at nh Table 6: Timeline and estimated cost for Solution 1················································· 41 Table 7: Timeline and estimated cost for Solution 2.1·············································· 42 z z Table 8: Timeline and estimated cost for Solution 3················································· 42 k jm ht vb om l.c gm n a Lu n va y te re th t to ACKNOWLEDGEMENTS ng I would like to express my gratefulness for the period two years studying in ISB hi ep Ho Chi Minh City I also would like to express my deep sense of gratitude to Dr Thu Phan for her valuable guidance, keen interest and especially encourage me at various w n stages of doing this thesis lo ad Besides, I would like to thank my family; friends who always stand by me to y th support me finish this thesis well Especially, many thanks for my colleagues who ju gave me valuable information and advices so that my thesis can be done well yi pl n ua al n va ll fu oi m at nh z z k jm ht vb om l.c gm n a Lu n va y te re th t to EXECUTIVE SUMMARY ng This study analyzes the case in Operation Department of THI Group Viet Nam hi Ho Chi Minh Branch with the symptoms are high turnover rate and the declining in ep revenue of Operation Department There are three main chapters in this paper In w chapter I, an overview of the logistics industry as well as the background of the n lo company THI Group Vietnam will be introduced Chapter II will be all about the ad existing problem in the department Firstly, based on the primary and secondary data, y th there are two symptoms low revenue and high turnover rate found out After that, ju yi through depth-interview with some related people, a problem mess is figured out on pl the initial cause-effect map Next part is the updated cause-effect map, in this section al ua three potential central problem are figured out based on the information from interview n and literature review Finally, the final map with all details about the central problem va n is demonstrated The central problem is lack of career growth opportunity, which lead fu ll to many consequences; thus, it has been chosen as a central problem, which need be m oi solved in this paper Chapter III is included a list of real causes of the central problem this paper is indicated at nh and a set of solutions for the problem In Chapter IV, all supporting information for z z k jm ht vb om l.c gm n a Lu n va y te re th t to CHAPTER I: INDUSTRIAL OVERVIEW AND COMPANY BACKGROUND 1.1 Industrial Overview Vietnam grows vigorously in trade over the coming years, which will support for ng hi ep the development and expansion of logistics industry, one of the fastest growing industries in Vietnam There are many main logistics hubs in Viet Nam which are w n located in the North including Ha Noi – Hai Phong area and in the South, Ho Chi lo ad Minh City area, Dong Nai province, Binh Duong province as well as Ba Ria - Vung y th Tau The logistics industry is estimated to grow at a pace faster than the GDP growth ju rate, and currently, the logistics service accounts for 15-20% of GDP in Vietnam yi There are many parties involved in this industry, such as liner who are owners of pl ua al vessels to transport cargo, forwarding company, the manufacture, the seller, the buyer, custom official, trucking company and so on All these parties will cooperate to serve n n va customers by taking cargo from supplier and delivering to the final customer ll fu 1.2 Company Background THI Group Viet Nam is one forwarding company, which belongs to a Taiwan m oi Group and was established in 2004 in Ho Chi Minh City Now, it is one of the leading nh international logistics service providers in Vietnam with branches With almost 150 at z friendly and professional staffs working in four offices together with a reliable and z a Lu Vision om 2015 Set up Da Nang Branch l.c 2005 Set up Ha Noi and Hai Phong Branch gm 2004 THI Group Viet Nam was founded in Ho Chi Minh City k jm History Timeline ht shipment at any corner in the globe vb robust partner network in the world, it serves every single demand of customers’ n THI Group will be a global company, providing professional logistics services, va keep creating value for society and its people n through our team th customers based on the creativity and the ongoing optimization of our operations y The mission of THI Group is offering modern, integrated logistics solutions to te re Mission t to The main business of THI Group Viet Nam – HCM Branch ng Ho Chi Minh Office is head office of THI Group Viet Nam, and it provides all hi logistics services to all customers around the world It provides customs brokerage ep service to customers In addition, with a global agent network, THI Group is able to w provide its clients import and export FCL and LCL services from anywhere to n lo Vietnam or from Viet Nam to any country around the world at most competitive rates ad Especially, THI Group operates regular import and export airfreight consolidation to y th and from cities throughout the world using our network ju yi pl Organization Structure n ua al n va General Director ll fu oi m at nh z z Department Department Department Admin and HR Department Department om l.c gm Figure 1: Organization Structure Pricing k Sales jm Operation ht vb Accountant n a Lu n va y te re th t to CHAPTER II: PROBLEM JUSTIFICATION 2.1 Problem finding process In order to identify the existing problems of the company, the following steps will be ng hi ep executed: - Referring to the reports from the company as well as from Operation Department to w n collect and analyze data lo ad - Conducting the depth interview with the related people, including Operation y th Manager, Admin Staff, Current Operators and Old Operators to understand the ju division symptoms and possible problems yi pl - Conducting a small survey to get data from a number of employees in three ua al departments: Accounting Department, Operation Department and Sales Department to n affirm the existence of central problem in the department n va - Review the literature and theory, which is relevant to the problem ll fu 2.2 Company’s Symptoms 2.2.1 Low Revenue As per information from the previous part, logistics industry is strongly oi m nh developing in Vietnam, many forwarding companies are founded around the country, at z they grow very fast from year to year, and below is data about the revenue of five z ht vb companies in three years: jm Unit: USD Company 2016 2017 2018 Bee Logistics 8,638,105 9,537,682 Everich Vietnam 7,046,294 8,465,738 VVMV 6,830,976 7,341,986 8,024,673 Eculine 6,793,746 7,145,763 7,737,945 ANC VietNam 5,734,144 6,542,986 7,097,023 k Seq gm 9,767,562 l.c 8,864,321 om n a Lu n va te re Table 1.1 Revenue of logistics companies y Source: www.logisticsmgmt.com year, these companies have same background with THI Group Vietnam Back to THI 10 th It can be seen clearly that, the revenue of above companies is increased year by t to ng INTERVIEW TRANSCRIPT – MS APPLE hi ep : Ms Bich Hop Interviewee : Ms Apple – Ex employee w Interviewer n lo : July 27 2018 ad Date of Interview y th Start Time ju Interview : 18h00 PM yi Time : 18H30 PM n ua al Interview of pl End of : Coffee shop Interview Topic : Job in THI Group n va Location of Interview ll fu oi m at nh Hop: Good afternoon, sis Apple! Firstly, thank you very much for taking your time to join this interview z z It is a long time we have met again, hope that everything is going well with you vb Hop: I’m fine, thank you k gm To save your time, I will begin our interview jm ht Ms Apple: Thank you Nice to meet you again How are you these days? It’s almost a half of year since the day you left THI Group As you know that, l.c om before and after your leave, there are a lot of leaves from staffs in Operation Department It is a big problem with the company in general and the in Operation n va Thus, today I would like to have a small talk with you about this issue The n a Lu Department in particular interview will take about 15-20 minutes and the session will be taped to avoid any te re missing All responses will be kept confidential y th Ms Apple: Ok It’s fine Hop: How long have you worked for THI Group? At one position or change many positions? 57 t to Ms Apple: I had worked at THI Group for nearly years and just be staff in in ng Operation Department hi Hop: How did you feel when working at THI Group? Why did you choose to leave ep your job at that time? w Ms Apple: I was not motivated When I asked for a career path, there nothing n lo clearly In that case, I think I should leave I would like to work for a company in ad which I can work hard and gain more I not satisfy with no developed job y th The working environment in THI is good, there no stress and everyone is very ju yi friendly I just leave because there is nothing for me to chase in THI pl Hop: So, can you state the most satisfied things while working for THI Group? ua al Please explain further n Ms Apple: I think the three most satisfied thing is working environment As I said va n before, everyone is so nice I love it That is all fu ll Hop: So, how about unsatisfied things while working at THI Group? Please oi m explain further at nh Ms Apple: There a lot of think, I feel unsatisfied when working at THI Group: No opportunity for career development - The job is boring, there is very little thing to learn Daily working is just z - z ht Low salary There is very little compensation and benefit k jm - vb replay day by day gm Hợp: As I mentioned at the beginning, there are a lot of leave from staffs in in Operation Department for the period two years Can you give your ideas about that? l.c Ms Apple: as I shared above, the company not anything for employees to be om better in their career, so everyone will want to find a better place to stay I think most a Lu of people want to work in active working environment where they can express n someday, all current employees will leave the company Because as you know that, 58 th company does not change their style to run the in Operation Department, maybe y should I and I have to find out on my own how to this job Then, if the te re introduce about the company and that is all I have to ask the old employees what n official training so that I can know about my job, just a short time in a day they va themselves In addition, when I have just joined the company, they did not give any t to young generation they have aspiration and the then they really need a company ng where can help for their improvement hi Hợp: In your opinion, what is the most important reason for above issue that ep company have been facing? w - Training and development n lo - Benefit for in Operation Department staff ad - Management y th - Or something related to customers ju yi Do you have any suggestions for company to solve these issues? pl Ms Apple: al ua The most important reason is about opportunity, after worked for the company for a n long time & they look back and they realize that they still stand on the same position; va n salary is still low, nothing new for their brain, so they will quit fu ll Especially, for the newcomers, they not receive any official training or job m oi orientation, they will be confused with their career and their future here, so they will at nh feel not interesting and they choose another place to work Hợp: What can the company to change your mind on leaving the company? z z Ms Apple: I still chose to leave the company even they change anything vb ht Hợp: Would you mind introduce your friends working for the company? Why? Hợp: Is there anything more you would like to share with me? om l.c Ms Apple: Try to finish your paper ^^ gm where they cannot use their all ability and develop k jm Ms Apple: No None of my friends wants to work in boring working environment, Hợp: Yes, the information will be analyzed and I will send you a copy for your n a Lu reference.Thank you so much for your time! n va y te re th 59 t to INTERVIEW TRANSCRIPT – MS SARAH ng hi ep Interviewer : Ms Bich Hop Interviewee : Ms Sarah – Ex employee w n lo ad Date of Interview Time of y th Start : July 29 2018 yi End : 19h00 PM ju Interview Time pl : Coffee shop n Location of Interview : 19h30 PM ua al Interview of n va : Job in THI Group ll fu Interview Topic oi m Hop: Good afternoon, Sis Sarah! nh at Many thanks for taking your time to join this interview z It is a long time we have met again, hope that everything is going well with you z ht vb Ms Sarah: yes, I am fine Thanks you! jm Hop: Yah, you have left our company for a long time As you know that, before k and after your leave, there are a lot of leave from staffs in in Operation gm Department as well It is a big problem with the company in general and the in om l.c Operation Department in particular Thus, today I would like to have a small talk with you about this issue The n missing All responses will be kept confidential a Lu interview will take about 15-20 minutes and the session will be taped to avoid any va n Ms Sarah: ok, I know te re Hop: How long have you worked for THI Group? At one position or change many y positions? th Ms Sarah: I have worked at THI Group for nearly year and been a staff in in Operation Department 60 t to Hop: How did you feel when working at THI Group? Why did you chose to leave ng your job at that time? hi Ms Sarah: Sometimes I liked working there, but I need to improve myself, my life so ep I thought I need to move and I received a better offer so I left THI w Hop: Can you state the most satisfied things while working for THI Group? n lo Please explain further ad Ms Sarah: When working there, I felt very comfortable with all colleagues; they are y th very friendly and always willing to help if I need any support from them Especially, ju yi we live more than eight hours together like a family; talk together, each together, pl laugh together al 1, it is near for me to go n ua In addition, the location of the company is very convenient; it was placed in District va n Hop: So, how about the unsatisfied things when you worked at THI Group? ll fu Please explain further oi m Ms Sarah: at nh There is no official training process for new employees, so I not know exactly about my job role In addition, compared to other companies, the benefit from THI is z z just 12 annual leave a year; there is no sick leave, no health care, no team building vb k jm job well ht every quarter, just one trip inside Viet Nam per year There is no reward when I did gm Hợp: As I mentioned at the beginning, there are a lot of leave from staffs in in Operation Department for the period two years Can you give your ideas about that? l.c Ms Sarah: This situation will happen, when I have still worked for THI, I already om had this thought in my mind a Lu Hợp: In your opinion, what is the most important reason for above issue that n va company have been facing? n - Training and development te re - Benefit for in Operation Department staff y th - Management - Or something related to customers Do you have any suggestions for company to solve these issues? 61 t to Ms Sarah: Most of members in in Operation Department are still young, so they ng really need a working environment where they can learn more knowledge; especially hi they need opportunity to develop their skills However, until now THI cannot this ep Benefit is an important factor, which can lead employees to move to another w company if it can give them a better one n lo Nevertheless, the key thing is still opportunity to develop in one’s career, if ad employees get the good training, for the new employees as well as monthly training y th for old employees or open sharing session between team so that they can learn from ju yi each other then they can their job well In addition, the company should change pl their review salary policy, twice a year so that it can encourage employees to work al ua harder For some old employees, the company need to consider a promotion n opportunity so that they feel they are better after a long time va n Hợp: What can the company to change your mind on leaving the company? ll fu Ms Sarah: m Improve their benefit package for employees - Create more chances for employee to develop themselves oi - at nh Hợp: Would you mind introduce your friends working for the company? Why? z z Ms Sarah: No until the company should be more professional in step of training ht vb and develop employees k jm Hợp: Is there anything more you would like to share with me? can help the company later l.c gm Ms Sarah: Hope that my sharing can help you to finish your paper and your paper Hợp: Your sharing is very helpful for me; I can get a lot of necessary for my paper, om thank you so much the information will be analyzed and I will send you a copy for n a Lu your reference Thank you again for your time! n va y te re th 62 t to INTERVIEW TRANSCRIPT – MS ROSY 2ND ng hi ep Interviewer : Ms Bich Hop Interviewee : Ms Rosy – Branch Manager w n lo : Aug 11 2018 ad Date of Interview y th Start Time Interview ju Time yi End of : 13H30 PM pl Interview : 13h00 PM ua al Location of Interview : THI’s Office n va : High turnover rate in Operation Department n Interview Topic ll fu oi m Hop: Good morning Chị! Your last sharing is very valued for my work at nh Again, many thanks for taking your time to join the interview with me again today z z Last time, we talked to the high turnover rate in sales department and the reason of the Today I would like to ask your help more about this issue om l.c Ms Rosy: ok, I am ready gm Can we start now? k I will try to finish it sooner to save your time jm ht vb leaving Hop: Regarding to the problem of high turnover rate in Operation Department, in a Lu your opinion, what is the most important reason for above issue that company have n better company to work for, better about work environment, better pay and benefit y te re Ms Rosy: as I know that most of the employees who left the company found out a n va been facing? th Especially, for more opportunity to grow their career Hop: How about training process for the new employees? 63 t to Ms Rosy: we have just taken from 15-30 minutes to introduce some basic information ng for them hi Hop: Is there any career development program for employees? ep Ms Rosy: Currently, we have no However, with the current situation of sales w department, I think I need to have a meeting with the top manager for this issue, about n lo training as well as career development ad Because top management also pay attention on the issue high turnover rate of y th operation department at this time, it has many impacts on the company, especially the ju yi revenue pl Hop: So what you think about the solution for the existing problem in the ua al department? n Ms Rosy: I already think about the process to improve for the department at this time va n First is about the orientation, second is about the training We need to have a specific ll fu plan for the improvement m oi Regarding to pay and benefit, it needs to take a long time to consider about the plan at nh For the appraisal system, we need to submit to top management about this & wait for their approval In addition, I think I will hold meeting with team leader about their z k gm Ms.Rosy: No Hope you can finish your work successfully jm Is there anything more you would like to share with me? ht vb Hop: Thanks for your sharing z feedback for team member every month Hop: thanks you, with your information, I can finish a part of my paper already om Many thanks & wish you have a good day! l.c After finishing, I will send you a copy for your reference n a Lu n va y te re th 64 t to 4.2 Questionnaire for the existence of problem ng QUESTIONNAIRE hi ep Dear Sir/ Madam w My name is Bich Hop; I am a MBA student of ISB School I am carrying out a survey n lo for my major project, with specific reference to THI Group Viet Nam (HCM Branch) ad as a part of our MBA curriculum y th ju Please take your time for helping me to respond for all following statements The yi information collected will be used strictly for academic purpose and always keep pl ua al confidential n Please select your level of agreement from to 5, which is minimum agreement to va n maximum agreement Please read carefully and respond to all the statements fu ll The current job makes me closer to my career goals oi m at nh Strongly disagree Disagree Neutral Agree Strongly agree z The current job is relevant to my career goals and vocational growth z jm ht vb Strongly disagree Disagree Neutral Agree Strongly agree The current job gives me good chances to realize my career goals k The current job help me to gain new job-related knowledge and skill l.c gm Strongly disagree Disagree Neutral Agree Strongly agree om Strongly disagree Disagree Neutral Agree Strongly agree n n va Strongly disagree Disagree Neutral Agree Strongly agree a Lu The current job help me to improve my professional capabilities te re The promotion policy in my current company is good y Strongly disagree Disagree Neutral Agree Strongly agree th The probability of being promoted in my present organization is high Strongly disagree Disagree Neutral Agree Strongly agree 65 t to My salary is growing quickly in my current organization ng Strongly disagree Disagree Neutral Agree Strongly agree hi ep Department: w Position: n lo Thank you so much ! ad ju y th yi pl n ua al n va ll fu oi m at nh z z k jm ht vb om l.c gm n a Lu n va y te re th 66 t to 4.3 Questionnaire for the chosen set of solutions ng QUESTIONNAIRE hi ep Dear Sir/ Madam w My name is Bich Hop; I am a MBA student of ISB School I am carrying out a survey n lo for my major project, with specific reference to THI Group Viet Nam (HCM Branch) ad as a part of our MBA curriculum y th ju Please take your time for helping me to respond for all following statements The yi information so collected will be used strictly for academic purpose and always keep pl ua al confidential n Is it necessary to create an effective orientation for employees of operation n va department? b No ll fu a Yes b No at a Yes nh department? oi m Is it necessary to provide an official training for employees of operation z z According to you, which training method is suitable for employees of operation vb department? ht b Off the job training jm a On the job training k Is it necessary to open monthly knowledge sharing session for teams? b No gm a Yes Department: n a Lu Position: om l.c va n Thank you so much ! y te re th 67 t to REFERENCES ng hi ep (1) Snell & Bohlander, G.W Human Resource Management Thomson, 2007 (2) Bernadin, H.J Human Resource Management: An exponential approach 4thed New w York: MC Grawhill Irwin 2007, P.253-277 n (3) lo Malik & Naseer: Organizational Effectiveness: A case study of telecommunication ad and banking sector of Pakistan Far East Journal of Psychology and Business, 2001, y th Vol.2, No ju (4) Ibrahum and Boerhaneoddin Is job satisfaction mediating the relationship between yi pl compensation structure and organizational commitment? 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