ABOUT THONG QUAN CO., LTD (TQC)
Overview about Thong Quan Co., Ltd
THONG QUAN CO., LTD Logo:
Figure 1.1-Thong Quan Co., Ltd Logo
(Source: Thong Quan Co., Ltd)
Head office address: No 1A, Group 10, Quarter 5, An Binh Ward, Bien Hoa City, Dong Nai Province.
Transaction office 1: Nhon Trach 6 Industrial Park, Dong Nai Province.
Transaction office 2: Loc An Branch - Lot E, Road N1, Loc An Industrial Park - Binh Son, Long Thanh, Dong Nai Province.
Email: info@thongquan.com.vn
Website:https://thongquan.com.vn
Fanpage: Thông Quan Logistics _https://www.facebook.com/thongquanlogistics
Vision and mission
Reputation - Dedication - The prosperity of our customers is our greatest success
Thong Quan Logistics aims to be the top choice for logistics solutions, recognized for its high-quality services and dedicated professionals The company is committed to adding value and positively impacting community development It ranks among the leading providers of comprehensive information technology logistics, closely aligned with the growth of e-commerce.
Thong Quan Logistics prioritizes customer interests and needs, positioning them at the core of its operations This customer-centric approach drives the company to excel as a leading logistics service provider Committed to delivering professional logistics solutions, Thong Quan Logistics ensures fast and precise services The company leverages innovation and creativity to differentiate its products and services in a competitive market.
Historical background
2007: 09/04/2007 established Thong Quan Co., Ltd
In 2008, Thong Quan recognized the growing demand in the logistics market of Dong Nai and initiated nationwide transportation services Today, the company offers a comprehensive suite of core logistics services, including forwarding, transportation, and warehousing, catering to diverse customer needs across the country.
In 2009, Thong Quan Co., Ltd focused on enhancing its workforce by providing in-depth training for professional logistics staff and expanded its fleet with the acquisition of 10 additional semi-trailers By 2011, the company celebrated its 5th anniversary by organizing several customer conference activities in Dong Nai, reinforcing its commitment to client relationships and community engagement.
2014: Established branch office in Nhon Trach 6 industrial park to develop logistics needs here The company is approved as a customs agent in Dong Nai province.
2015:7/2015 Received the certificate of ISO 9001-2008
2016: Established a subsidiary company, Viet Duc Customs Co., Ltd with the goal of managing transportation activities as an independent service.
2019: Established Export - Import training class for university students in Dong Nai province for free.
2020: Establishment of Loc An branch - Binh Son, Long Thanh
2021: Establishing a subsidiary company as an International Customs Clearance Joint Stock
Market, customer and service
Domestic and foreign enterprises such as:
Bien Hoa SOVI Packaging Joint Stock Company.
RELIABLE Plastic Joint Stock Company.
With the working motto: Prestige - Dedication - Customers' Prosperity is our greatest success.
Thong Quan Co., Ltd offers professional logistics services delivered by experienced staff, ensuring practical value for customers and fostering mutual growth Our current range of services includes:
Specialized Consulting Services (ERC, IRC, Environment, )
Auxiliary Services (warehousing, loading and unloading, packing, unpacking, )
Project Goods Service(Overweight cargo, oversize cargo)
Organizational Management
Figure 1.2-Thong Quan Co., Ltd Organizational structure
(Source: Thong Quan Co., Ltd)
ISO Board:Established to assist the Company's Board of Directors in implementing:
- Organize the development, application and maintenance of the Quality Management System according to ISO 9001:2015.
- Evaluate, measure and continuously improve the Quality Management System according to ISO 9001:2015.
- Advise the Company's Board of Directors on programs to improve the effectiveness of the Quality Management System that has been built and applied in the company.
Administration - Human Resources Department: Is the unit that directly performs the following tasks:
- Recruiting, organizing training, evaluating, implementing policies on reward - discipline, salary - bonus, allowances, allowances and social insurance - health - unemployment, transactions with relevant agencies regarding labor.
- Organize the implementation and supervision the implementation of regulations related to human resource management; Participating in labor discipline under the Labor Regulations and the Labor Code.
- Monitor security, occupational safety, environmental sanitation, landscape decoration, transactions with relevant agencies on occupational safety, fire prevention and fighting, security and order, and environmental protection in the enterprise.
- Organize and supervise the implementation of regulations related to administrative work.
Manage equipment, tools and instruments including computers, photocopiers, fax machines, printers, scanners, cash counters, telephones.
Information technology management encompasses the development and oversight of network systems, the installation and administration of computer systems for various departments, the implementation and regulation of software usage, and the resolution of issues that arise during the operation of IT systems.
Implement accounting functions by developing a compliant accounting system tailored to the company's operations, while organizing key accounting components such as payments, debts, and tax reporting Additionally, oversee and manage processes related to revenue and expenditure, purchase price evaluation, and inventory management.
The company conducts essential financial activities, such as monitoring capital utilization, balancing financial resources, and forecasting capital mobilization sources to meet production and business needs, including loans and other funding options Additionally, it establishes a comprehensive financial reporting system that adheres to the governance criteria set by the Board of Directors.
- Receiving information from customers, reporting to the General Director and/or coordinating with related units to advise, make quotes and give feedback to customers.
- Manage client and contractor contracts.
- Implement advertising, marketing, branding, etc.
- Consulting customs procedures for customers
- Provide customs clearance services for customers' import and export goods.
- Carrying out import and export goods delivery at the port.
- Organize the transportation of goods from the port, to the airport to the customer's warehouse, and vice versa.
Situation of business at Thong Quan Co., Ltd
The business performance of a firm is all be illustrate by Income Statement, below is the summary table of differences between Thong Quan Co., Ltd business results through years from 2019.
Table 1.1-Thong Quan Co., Ltd income statement (2019 - 2021)
(Adapted from business report 2019-2021 of Thong Quan Co., Ltd )
In general, the company's business situation in the past three years has had positive growth, with a revenue difference of 23% steadily over the years from 2019.
The 23.8% increase in total expenses in 2020 has been cut down to 21.5% in 2021, leading to a sharp push of profit after tax by the end of 2021 However, it is necessary to look at each article to determine the specific situation.
Figure 1.3-Thong Quan Co., Ltd income statement chart
(Adapted from business report 2019-2021 of Thong Quan Co., Ltd )
Over the past three years, the company has achieved a consistent revenue growth of 23%, demonstrating its ability to maintain product flow and customer stability, even amidst the challenges posed by the Covid pandemic in 2021 However, it is important to note that profit levels have experienced a decline of 4.92%, necessitating an analysis of the cost distribution at Thong Quan Co., Ltd to understand the underlying factors.
Table 1.2-Thong Quan Co., Ltd Cost distribution (2019 - 2021)
Amount Ratio (%) Amount Ratio (%) Amount Ratio (%)
(Adapted from business report 2019-2021 of Thong Quan Co., Ltd )
Figure 1.4-Thong Quan Co., Ltd Cost statement chart
(Adapted from business report 2019-2021 of Thong Quan Co., Ltd )
The most significant fluctuation in total costs occurred during the Covid-19 pandemic In 2021, the company reduced its workforce and minimized office equipment expenses due to the prolonged epidemic However, total costs still experienced a negative shift as the company aimed to balance rising expenses while stabilizing service prices to retain customers during this challenging period, where acquiring new clients proved to be exceptionally difficult.
Despite facing challenges, the company has successfully retained customers, highlighting its resilience While there are some losses in business capacity, maintaining sales during the pandemic is a commendable achievement.
Company development direction and strategy
Developing e-logistics along with e-commerce, promoting human resources to flexibly apply e-commerce solutions, and supporting software to optimize productivity and the quality of service provision.
Continue to improve and focus on perfecting 3PL (Third Party Logistics) integrated services,optimizing service costs for customers to ensure the measure of customer attachment.
THEORETICAL FRAMEWORK OF INBOUND CUSTOMS
About service efficiency
2.1.1 The Theory of service efficiency
A service is a purposeful activity aimed at satisfying a particular human need, characterized by labor that encompasses tangible actions to address consumer requirements without transferring ownership Understanding the various concepts related to services is essential for effective engagement in this sector.
Service, as defined by the US Service Council in 1988, encompasses the planning, implementation, and management of the efficiency and cost-effectiveness of the flow and storage of goods from their origin to the consumer This process is essential for fulfilling customer requirements.
Service is defined as an intangible action or activity provided by one party to another, which does not result in ownership of any physical product, as noted by Kotler (2003).
Today, the important role of services in the economy is increasingly recognized There is a very iconic but also famous definition of services today, in which services are described as
"anything you can buy and sell but can't drop at your feet" to indicate the intangible and non-storable nature of service products.
As per Clause 3, Article 4 of the Price Law 2012, services are classified as intangible goods that are inseparable during production and consumption This definition encompasses various service types within the Vietnamese product sector as outlined by legal provisions.
According to Hill (1997), services generate desired outcomes through specific activities, which can be understood as a transformation in the state of an individual or a commodity within an economic framework This change occurs as a result of actions taken by another economic entity, based on a mutual agreement with the service provider.
Gronrửos (1988) highlights the intangible characteristics of services, identifying them as a key feature of the service industry Services consist of activities that occur through customer interaction, designed to address specific customer needs This intangibility, coupled with the inseparability from consumption, complicates the evaluation of services.
Quality refers to the degree to which requirements and agreements are fulfilled While the concept of quality has been around for ages, accurately defining it requires considering the specific field of activity This approach ensures a precise understanding of quality tailored to the product, the manufacturer, or market demand.
According to ISO 9000:2015 standard - Quality management systems - Fundamentals and Vocabulary: "Quality is the degree to which a set of inherent characteristics of an object fulfills requirements."
The quality of an organization's products and services is fundamentally defined by its ability to meet customer satisfaction and the effects it has on stakeholders This quality encompasses not just the intended functionality and performance of the offerings, but also the perceived value and benefits they provide to customers.
In addition, through research, quality experts define quality as follows:
According to A Feigenbaum: "Quality is when using a product or service, it meets customer expectations."
According to Juran - an American professor: "Quality is the fitness for use."
According to Professor Crosby: "Quality is the fitness for certain requirements or characteristics."
According to Japanese professor Ishikawa: "Quality is satisfying market needs at the lowest cost."
The general definition of quality is "your focus on satisfying customer needs." Therefore,
The quality of a product or service refers to how well it integrates features and characteristics that enable customers to utilize it effectively while meeting their needs.
Philip Kotler and colleagues (2005) define service quality as the capacity of a service to deliver its functions effectively, encompassing aspects such as durability, reliability, accuracy, ease of operation, and ease of repair, along with other essential attributes.
Service quality is defined as the gap between customer expectations prior to experiencing a service and their perceptions after the service has been delivered (Asubonteng et al., 1996).
According to Lewis and Booms (1983), service quality is defined as the extent to which the service provided meets customer expectations Consistently delivering quality service involves fulfilling these expectations effectively.
In summary, according to TCVN ISO 9000:2000: "Service quality is the degree to which a set of inherent characteristics of a service meets the needs, expectations of customers, and other related parties."
Since before 1970, numerous studies on service quality have been conducted, primarily focusing on quality indicators derived from goods, which resulted in relative and limited findings The 1980s saw the emergence of significant research on service quality, laying the groundwork for future studies, including Lehtinen and Lehtinen's (1982) exploration of quality dimensions, Gronroos's (1984) service quality model and its marketing implications, and Parasuraman et al.'s (1988) development of the SERVQUAL framework.
A Multiple-Item Scale has been developed to assess consumer perceptions of service quality, offering innovative approaches to understanding how customers perceive and evaluate the services provided by businesses.
To improve the effectiveness of a business's service, the first step is to have an appropriate and effective service measurement tool for the type of service that the business provides.
The SERVQUAL model, developed in 1988 by American marketing experts Valarie Zeithaml, A Parasuraman, and Leonard Berry, is a crucial tool for measuring service quality across various industries This model serves as a benchmark for evaluating customer experiences and has inspired numerous subsequent models in the field of service quality assessment.
Import of goods
2.2.1 The concept of importing goods
Import-export activities are vital international business operations that involve the exchange of goods between companies in different countries This essential aspect of international trade enhances domestic resources by providing access to products that may be scarce or inefficiently produced locally, ultimately benefiting all stakeholders involved.
According to Clause 1, Article 28 of the 2005 Commercial Law, it is defined as follows: "Import of goods means that goods are brought into the territory of
Vietnam from abroad or from a special area located in the territory of Vietnam which is considered a separate customs as prescribed by law".
Goods and services can be imported by individuals, companies, or governments, and are used to produce other products or resold to end consumers.
Imported goods encompass a wide range of items, including finished products like vehicles, gadgets, and garments, as well as raw materials such as metals, oil, wood, and dried food Additionally, imports can include various services, including financial services, tourism, and insurance.
Import activities require companies to develop well-structured global trade relationships to meet their objectives While importing can yield significant economic advantages, it also presents considerable risks due to varying policies across countries Additionally, imports are shaped by local customs, traditions, and cultural factors, making it essential for businesses to navigate these complexities effectively.
Import activities take place on a vast scale, spanning both extensive timeframes and geographic locations These activities can be executed quickly within a short duration or may extend over several years across multiple countries.
Import activities take place in every field, under any conditions, with the ultimate goal of benefiting the countries involved.
Direct import refers to the process of sourcing goods directly from a foreign supplier, eliminating the need for intermediaries This approach offers enhanced control over the supply chain and potential cost savings However, it necessitates meticulous management of logistics and customs procedures to ensure smooth operations.
Direct-import enterprises play a crucial role in international trade by identifying overseas suppliers, negotiating favorable prices and terms, and coordinating shipping and customs clearance They must ensure compliance with relevant regulations and maintain strong relationships with suppliers to guarantee timely and quality deliveries Furthermore, these enterprises are involved in quality control and product testing, ensuring that all imported goods meet the company's standards and requirements.
There are benefits that direct-import firms would like to take advantage of to be proactive in the field:
The enterprise maintains strong relationships with foreign partners, enabling it to stay updated on market conditions and demand This strategic approach allows the business to create tailored plans for each market, enhancing operational efficiency and ensuring competitiveness in the global landscape.
The enterprise actively adapts to market changes, allowing it to maintain a competitive edge By staying updated on technological advancements and implementing industry standards, it effectively navigates the impacts on customs operations Additionally, the company invests in innovative technologies, optimizes processes, and introduces new services to ensure its leadership in the industry.
The enterprise actively manages the transportation of goods and customs procedures by leveraging domestic logistics resources It develops contingency plans to address natural disasters and global disruptions while implementing enhanced security measures to safeguard goods This proactive approach optimizes logistics operations and ensures high customer satisfaction.
The enterprise's proactive strategy has enhanced its performance, allowing it to maintain a competitive edge and deliver high-quality services However, engaging in import and export activities carries inherent risks, particularly when companies manage the entire import process, which is characterized by volatility and complexity.
Direct importing carries significant risks, particularly concerning product quality and defects Without an intermediary to inspect shipments, companies may receive goods that fail to meet specifications or are damaged during transit To reduce these risks, it is crucial for importing companies to clearly define their quality standards and collaborate closely with suppliers to ensure compliance with these requirements.
Importing companies can encounter significant challenges in coordinating shipments without an intermediary for logistics and transportation, potentially resulting in delays that disrupt production schedules and cause lost sales To mitigate these risks, it is crucial for these companies to thoroughly understand the transportation and logistics requirements of their goods and collaborate closely with suppliers to ensure all needs are met.
Importing goods carries significant legal and regulatory risks, particularly in relation to customs procedures, import duties, and safety standards Without an intermediary, the importing company must ensure compliance with all relevant regulations To mitigate these risks, it is crucial for the company to thoroughly understand the legal requirements for their goods and collaborate with legal and regulatory experts to maintain compliance.
Direct import provides substantial advantages for businesses aiming to bring in goods, yet it also entails specific risks Companies must thoughtfully evaluate these risks and implement strategies to mitigate them, ensuring a successful import process.
Entrusted import is a strategic arrangement where one company delegates the responsibility of importing goods to another company, leveraging the latter's expertise and resources This collaboration can be financially advantageous for both parties, enabling the importing company to optimize the import process while the entrusted company earns a service fee.
Customs concept
The Vietnamese customs system encompasses a comprehensive network of agencies and organizations dedicated to enforcing customs policies and laws Key components of this system include the General Department of Customs, various Customs Sub-Departments, as well as specialized Customs Control and Inspection Teams.
The General Department of Customs, a specialized agency under the Ministry of Finance, is responsible for state management in customs Its key tasks include developing and implementing customs policies, laws, and regulations, managing cross-border import and export activities, and overseeing inspections to prevent smuggling, commercial fraud, and counterfeit goods.
According to Chapter II, Article 12, the Customs Law 2014:
Vietnamese customs is responsible for inspecting and supervising goods and transportation means to prevent smuggling and illegal cross-border activities They enforce laws related to taxes on exports and imports, maintain statistics on these goods, and propose guidelines for effective state management of customs related to export-import activities and tax policies.
2.3.2 The Role of the customs system
Facilitating international trade by ensuring compliance with import and export regulations through comprehensive oversight and enforcement of regulations governing the movement of goods across borders.
Collecting customs duties and taxes on imported goods plays a vital role in generating significant government revenue, which is essential for funding important services, infrastructure, and programs Tariffs and duties are crucial for supporting the operations of the customs agency and other government functions.
Imposing tariffs on imported goods and limiting the entry of certain products is essential for protecting domestic industries, which in turn supports local jobs and boosts wages By restricting imports of items that can be manufactured locally, we can strengthen our domestic manufacturing base and promote sustainable economic growth.
Enforcing intellectual property rights is crucial for preventing the importation of counterfeit goods, achieved through rigorous inspections, verification, and the seizure of infringing items This enforcement not only safeguards the interests of creators, inventors, designers, and brands but also fosters innovation by ensuring that original ideas and products are protected from imitation.
Enhancing national security involves intercepting illegal items, including weapons, drugs, and currency, while also preventing the entry of individuals who may threaten public safety through effective screening and watch-listing processes This proactive approach is vital for safeguarding both citizens and the nation as a whole.
Statistical data on international trade is essential for conducting thorough economic analyses and informing policy decisions related to trade agreements, regulations, and resource allocation This comprehensive information on trade flows and trends supports evidence-based policymaking, guiding the development of effective trade policies and practices.
To safeguard agriculture, the environment, and public health, it is essential to regulate the cross-border movement of goods to prevent the spread of diseases and pests Implementing stringent controls on the import and export of products ensures the health and safety of the population.
Promoting trade agreements and partnerships among nations is essential for enhancing cross-border commerce By negotiating to reduce trade barriers, harmonize regulations, and expand market access, these deals not only facilitate smoother transactions but also drive economic growth and prosperity for businesses.
We offer essential assistance and guidance to businesses involved in international trade, ensuring they comply with regulations and procedures through comprehensive education, support, and collaboration with the trade community By educating businesses on regulatory requirements, we empower them to navigate complex trade landscapes effectively and achieve successful outcomes.
The Vietnam customs system is crucial for overseeing import-export activities, safeguarding national security, ensuring state budget revenue, and fostering international trade development and economic integration.
Customs clearance is a vital process that facilitates smooth international trade by verifying and approving goods entering or leaving a country, ensuring compliance with all customs regulations This procedure is essential for both importers and exporters, helping to prevent legal complications and delays that could adversely affect business operations.
According to Article 4 of the Customs Law 2014: "Clearance means completing customs procedures for goods to be imported, exported or placed under other customs management regimes."
The customs clearance process is intricate and requires precise execution of multiple steps, starting with the declaration of goods to customs authorities This declaration must encompass essential details, including the nature, value, and country of origin of the goods After submission, customs authorities review the declaration and may perform physical inspections to verify regulatory compliance.
Importers and exporters are required to declare their goods and pay any applicable fees or taxes related to their shipments These fees can include customs duties and other charges, which vary based on the type and value of the goods, as well as their country of origin and destination.
Overview of customs services
2.4.1 The concept of customs services
Customs services are the tasks that a service company performs to clear customs for customers' import and export shipments In return, the service provider will receive a service fee as agreed.
Customs services encompass essential tasks for managing import and export processes, including document verification, cargo inspection, customs procedures, and payment of customs duties Adhering to proper customs procedures is crucial for the legal import and export of goods Consequently, these services assist customers in efficiently and accurately navigating customs requirements, ensuring a smooth and convenient experience.
In addition, customs services also include supportive services such as warehousing, transportation of goods, and packaging services for export and import goods.
Article 20 of the 2014 Customs Law stipulates: "Customs procedure agents and customs procedure agents' employees perform the rights and obligations of the declaration prescribed in Article 18 of this Law."
Customs services have two options:
Customs brokerage is a service offered by individuals or units that facilitate customs clearance procedures on behalf of the consignor using a letter of introduction Although they play a crucial role in the process, customs brokers do not appear as legal entities on customs documentation This service is particularly favored by individuals and small businesses seeking a dependable and economical solution for clearing their goods through customs.
A customs agent is a service provider that offers a broader range of services compared to traditional customs brokerage Utilizing its own name and digital signature, a customs agent declares shipments and submits necessary customs documentation This type of service often includes expert advice on export and import regulations, as well as guidance on taxes and duties Larger corporations frequently prefer customs agents for their comprehensive services, ensuring timely and efficient clearance of goods through customs.
Conditions for being a customs agent:
Having a Business Registration Certificate or Enterprise Registration Certificate with the business line of freight forwarding services or customs clearance agent;
In Vietnam, customs agents are classified as traders under Article 1 and Article 2 of Decree No 79/2005/ND-CP According to Article 6 of the Commercial Law, traders encompass legally established economic organizations, individuals engaged in independent and regular commercial activities, and registered businesses.
Having employees who are customs clearance agents;
Having information technology infrastructure meeting the conditions for electronic customs clearance and other conditions as prescribed.
Conditions on customs clearance agent employees:
To become a customs clearance agent in Vietnam, individuals must be Vietnamese citizens with at least a college degree in economics, law, or engineering, possess a customs clearance professional certificate, and be assigned an employee code by the customs agency.
Customs officers: Responsible for clearing imported and exported goods and ensuring compliance with customs laws and regulations They examine goods and review documentation to determine tariffs and duties owed.
Importers and exporters:Buy and sell goods that are transported across borders They rely on customs services and intermediaries to facilitate the movement of their cargo.
Shipping companies: Provide sea and air transportation services for cargo and work with customs brokers and freight forwarders to navigate customs procedures.
Logistics companies play a crucial role in managing the seamless movement and storage of goods, ensuring efficient customs clearance This encompasses both third-party logistics providers and in-house logistics teams, facilitating end-to-end supply chain coordination.
Government agencies: Set customs laws, regulations, and policies They oversee the customs authority and administration.
Port authorities: Operate seaports and airports where most international trade takes place. They work with customs officers and logistics companies to facilitate the flow of cargo through their facilities.
Brokers are licensed professionals who assist importers and exporters in completing essential customs documentation and facilitating the clearance of goods through border procedures On the other hand, freight forwarders coordinate the transportation of cargo and manage customs clearance for their clients, collaborating closely with shipping lines, logistics companies, and customs brokers to ensure efficient delivery.
Cargo owners are the ultimate proprietors of goods being imported or exported, depending on a comprehensive supply chain, which includes customs services, to ensure their cargo reaches its final destination efficiently.
Consignees play a crucial role in the import process, as they receive goods and manage subsequent transportation, storage, and distribution after customs clearance Their focus on efficient customs procedures is essential to minimize delays and reduce additional costs associated with cargo handling.
Factors affecting the efficiency of providing inbound customs services
Customs operations are affected by various factors, including changes in government regulations, economic conditions, technological advancements, natural disasters, security concerns, customer expectations, and competition from other service providers.
Changes in government regulations and policies, such as tax codes, trade agreements, and import/export laws, significantly impact customs procedures and the volume of goods processed These regulatory shifts necessitate updates to customs agencies' procedures, paperwork, and systems to ensure compliance and maintain efficient operations.
Economic fluctuations significantly impact customs operations, particularly during downturns when trade volumes decline, leading to reduced revenue and potential staff cuts In response, customs agencies may implement cost-cutting measures, such as streamlining processes Additionally, technological advancements, including automation and artificial intelligence, can enhance efficiency but require substantial investments in equipment and training To stay competitive and improve services, customs agencies must adapt to evolving industry standards by investing in new technologies.
Natural disasters and global events like hurricanes, pandemics, and political crises can significantly disrupt trade flows, leading to delays and backlogs in customs procedures To mitigate these challenges, customs agencies must create effective contingency plans that ensure smooth operations during these difficult times.
Geopolitical tensions and security concerns can significantly impact trade relations, resulting in heightened scrutiny and extended processing times for goods from affected countries To enhance safety and prevent security breaches, customs agencies may implement additional security measures.
To meet evolving customer expectations for faster and more personalized services, customs agencies must adapt by implementing new technologies and processes Investing in innovative solutions and developing updated procedures is essential for customs agencies to satisfy these changing demands and ensure high levels of customer satisfaction.
To stay competitive and retain customers, customs agencies must enhance their services and efficiency in response to competition from other service providers This may involve investing in advanced technologies, optimizing processes, and introducing new services to attract and retain clients.
Customs operations are intricate and shaped by multiple factors To ensure seamless processes and uphold high customer satisfaction, customs agencies must proactively adapt to evolving regulations, industry standards, customer expectations, and economic conditions.
Figure 2.2-Internal factors affecting the efficiency of providing inbound customs services based on SERVQUAL Model
(Source: Valarie Zeithaml, A Parasuraman, and Leonard Berry)
When it comes to evaluating the quality of service, there are typically five key dimensions that are considered: tangibles, reliability, assurance, responsiveness, and empathy.
Tangibles encompass the physical aspects of a service, such as its facilities, equipment, staff, and communication materials Reliability focuses on the consistent and accurate delivery of the promised service, ensuring that customers can trust in its execution without unexpected surprises or disappointments.
Assurance is a crucial aspect of customer service, reflecting the knowledge and courtesy of employees Customers seek confidence in the expertise of service providers and appreciate polite, respectful interactions that enhance their overall experience.
Responsiveness is crucial in customer service, reflecting employees' readiness to assist and deliver timely support Customers should not experience prolonged wait times for assistance or resolution of their needs.
Empathy is a crucial aspect often neglected in customer service, emphasizing the importance of personalized attention from service providers Customers desire to be recognized as individuals with distinct needs rather than mere statistics By prioritizing empathy alongside other service dimensions, providers can deliver an outstanding experience that fosters customer loyalty and encourages repeat business.
SITUATION OF INBOUND CUSTOMS SERVICE PROVISION AT
Situation of inbound customs service provision at Thong Quan Co., Ltd
The company prioritizes international service expansion, catering primarily to businesses with significant import and export needs, with 90% of its clientele consisting of large-scale operations like Schafflers and Aqua Vietnam This focus not only ensures a steady volume of imported goods but also fosters customer loyalty, as the substantial quantities necessitate long-term operational efficiency and collaboration among stakeholders.
Table 3.1-Revenue from import customs services by the exporting country
(Adapted from business report 2019-2021 of Thong Quan Co., Ltd )
In line with the goal of world logistics tendency, customs service revenue in Thong Quan accounts for an average of 95% of foreign exporters and mostly is from China.
Following the decision to expand services beyond Asia, the company has made significant strides in attracting customers in the US and South American markets Although, as of 2021, the contribution from these regions remains modest at 14%, this growth serves as a catalyst for the company to enhance its global operations.
Since 2019, the company has expanded its services beyond sea transport to include customs support for air freight, enhancing its market share in this sector through strengthened partnerships with Tan Son Nhat Airport.
Table 3.2-Revenue from customs services imported by mode of transport
(Adapted from business report 2019-2021 of Thong Quan Co., Ltd)
Table 3.3-Number of customs declarations by type of goods to be transported
(Adapted from business report 2019-2021 of Thong Quan Co., Ltd)
The annual growth rate of customs declarations has reached about 23%, predominantly involving retail and full 40' containers of imported goods Thong Quan primarily processes steel products and electrical assembly components, which necessitate trademark registration through the national One Window system However, the high volume of loyal customers and recurring import items significantly reduces both time and registration costs.
Table 3.4-Business results of customs services for inbound customs services at Thong Quan Co., Ltd
(Adapted from business report 2019-2021 of Thong Quan Co., Ltd)
The company achieved a steady service revenue growth of around 25% for imported goods, attributed to its success in retaining existing customers and increasing the volume of imports for established products This strategy not only saves time on goods registration for each shipment but also reduces implementation costs, leading to a higher profit ratio from services compared to total sales profit.
Inbound customs service provision process at Thong Quan Co., Ltd
To establish an expert and quick approach to assisting consumers, fulfill the expanding market demands, and demonstrate collaboration between units to achieve the highest customer expectations.
Assist new staff with acquiring their duties as quickly as possible.
Employees of the Departments ofDeclaration – DocumentsandForwarderare eligible.
Figure 3.1-Inbound customs service provision process at Thong Quan Co., Ltd
(Source: Thong Quan Co., Ltd)
In September 2021, Thong Quan Co., Ltd imported full containers from Keelung Port, Taiwan, to Cat Lai Port, Ho Chi Minh, through Ritek Vietnam Co., Ltd The necessary documents and order details were submitted by Ritek Vietnam Co., Ltd in a soft file format to the documents staff.
Received information request to import goods from customer's email Information includes in the email: Customs code (A12), P.O (None), Delivery date (September 02, 2021), and a set of documents.
D&D staff forwarded the Arrival Notice to the Operations manager and Operations deputy by email, fax, or in person.
The D&D staff has been provided with a comprehensive set of documents for review, ensuring consistency across all materials containing the same information, free from misspellings, and requiring the extraction of relevant data to formulate the declaration.
Figure 3.2-Commercial Invoice Consignee and Shipper's information is clear and recorded the same on the invoice, packing list, B/L, and A/N and noted for later declaration
⇒ Consignee: RITEK VIETNAM CO., LTD _ PLOT 213, AMATA ROAD, AMATA
INDUSTRIAL PARK, LONG BINH WARD, BIEN HOA CITY DONG NAI PROVINCE, VIETNAM.
⇒ Shipper: RITEK CORPORATION _ NO 42 KUANFU N ROAD, HSININDUSTRIAL PARK, 303 HISIN CHU, TAIWAN.
When documenting goods, it is essential to ensure that the description includes the commodity, quantity, unit, unit price, and total amount in USD The subtotal of goods and their markings must be accurately reflected Consistency is crucial; therefore, all details should match precisely across the Invoice, Packing List, and Bill of Lading (B/L) to avoid discrepancies.
When engaging in international shipping, it is crucial to thoroughly review the terms and payment methods to clarify the shipping and insurance responsibilities of all parties involved Consistency across all documentation is essential, particularly when declaring Incoterms such as CIF HO CHI MINH and payment terms like T/T.
Ensure that the Bill of Lading number and issue date are consistent across all documents, as typographical errors in invoice numbers and bills of lading can lead to inaccuracies in declarations Reference: No ACSS-0206/2108 (August 26, 2021).
Verify the vessel and voyage details against the packing list and Bill of Lading (B/L) to ensure accuracy and prevent errors during the declaration and receipt of goods.
If there is an error on the voucher, D&D staff will directly contact the consignee party to correct it.
The operations manager checked the information on the arrival notice (No.
RTK082021/TQC-05): the number of containers/ Seal (1_FFAU1629217/ TSX4031616),
POL (KEELUNG, TAIWAN), POD (CATLAI, HCM), E.T.A (September 02, 2021), number of the package (25 PK), gross weight (20,498,040 KGM) and Local Charges (421
To ensure timely processing, all team members must report to the accountant by phone before 4 p.m on the day of checking to prepare the necessary charges The operations manager has updated the delivery report, assigned tasks to the operations staff, and notified others through CC email.
Step 3: Preparation of documents and procedures for applying for an import license
D&D staff prepared by printing a complete set of documents under the provisions of the Law for each item to apply for a permit and delivered it to Documentation & Declaration Manager (D&D manager).
The D&D manager forwarded the application file for the import license to the Operations Manager, who is responsible for coordinating the customs procedures Once the license is obtained, the Operations staff will prepare a handover table of documents for the D&D manager, enabling the D&D team to proceed with the customs declaration process.
Step 4: Do customs clearance on VNACCS
D&D staff entered data into VNACCS software and ticked the box for Customs Agent.
Send the proof-of-print declaration to the consignee and inform them that the tax due in the B30 term is tax-free Once the customer confirms, the official declaration will be processed.
The Declaration staff, along with the Operations staff, conducted a thorough preliminary check of the Customs declaration received from the D&D manager or the Operations Manager This process involved verifying all provided information and identifying any missing items that the customer needs to address.
Step 6: Do customs clearance at Customs branches
Once the green lane declaration is approved, the declaration staff will promptly deliver it to the Customs Sub-Department In cases where the declaration needs to be made at the border gate, Customs will transport the account directly to the border for registration and processing.
In cases involving yellow and red lanes, as well as situations where declaration staff or operations staff need to obtain customer signatures, it is crucial to ensure that all necessary documents are complete This includes the original contract, invoice, packing list, bill, any applicable original licenses, state budget payment slips, and a duplicate of the customs agency contract These documents must be compiled in accordance with the provisions of Circular 38/2015/TT-BTC before submitting them to the Customs Sub-Department or customs border gate to initiate the declaration process.
The declaration staff submitted the declaration to the Operations Manager, who coordinated with the Operations team to initiate the procedures for retrieving goods at the port If the customs account is located at the border gate, the Operations staff will finalize the declaration before proceeding with the necessary steps to collect the goods.
For shipments requiring inspection, Declaration staff are responsible for notifying customers If consignments are inspected at a private warehouse, the Operations deputy will inform customers of the return schedule and remind them not to break the seal on the goods until Customs has completed their inspection.
Operations staff received the arrival notice, B/L, and import declaration with customs procedures from the Operations manager.
Checked all the information on the customs declaration.
Checked the A/N to check on the goods claim advanced fee (421 USD), and where to get the delivery order.
To obtain the Delivery Orders, including the Bill of Lading (Surrender) and the container Borrow receipt, visit the forwarder's office and pay the required fees as instructed.
Step 9: Carry out procedures to receive goods at the port
Carried delivery orders, import declaration, introduction to the port business to pay the lifting fee (341 USD), and got the Equipment Interchange Receipt (EIR).
Factors affecting the efficiency of providing customs services for imported goods
of Thong Quan Co., Ltd
Vietnam's international economic integration necessitates effective regulations for logistics services, especially with the implementation of new generation Free Trade Agreements (FTAs) On February 14, 2017, the Prime Minister approved Decision No 200/QD-TTg, which outlines an Action Plan aimed at enhancing competitiveness and developing the logistics service industry by 2025 This initiative focuses on creating valuable opportunities for logistics businesses, prioritizing service growth, reducing costs, and fostering competitiveness in Vietnamese logistics and auxiliary services.
Since joining the WTO, to ensure the development of national import and export activities, Vietnam has continuously introduced policies and annual amendments for 3PL businesses.
As of 2020, Vietnam has implemented new policies aimed at enhancing warehouse quality assurance, customs operation management, and customs clearance procedures However, challenges remain, including unclear and insufficiently detailed implementation guidance, which can lead to misunderstandings and potential circumvention of these policies.
Despite the challenges posed by the COVID-19 pandemic, Vietnam has demonstrated remarkable economic resilience, achieving significant growth in its import-export sector In 2021, the country's total import-export value soared to a record USD 668.54 billion, reflecting a 22.6% increase from the previous year Imports reached USD 262.70 billion, marking a 3.7% rise from 2019, while the monthly growth rate of imports showed a 3.3% increase This ongoing expansion in foreign trade is expected to elevate trade volumes and heighten the demand for customs services, potentially leading to pressures on customs clearance systems and resulting in delays or backlogs.
Vietnam is enhancing its international trade landscape through key agreements like the Comprehensive and Progressive Agreement for Trans-Pacific Partnership (CPTPP) and the EU-Vietnam Free Trade Agreement (EVFTA) These trade deals influence customs services by altering tariffs, rules of origin, and documentation procedures, necessitating logistics companies to adapt their customs processes and systems for compliance and improved efficiency.
Technological advancements and modern customs clearance systems are crucial for enhancing the efficiency of customs services in Vietnam The adoption of technologies like electronic data interchange (EDI) can streamline processes, minimize paperwork, and improve data accuracy However, the existing technological infrastructure in Vietnam may hinder logistics companies from effectively utilizing these advancements, resulting in increased costs and time inefficiencies that adversely affect customs service efficiency Furthermore, the lack of automation limits competitiveness against foreign logistics enterprises, ultimately diminishing the country's import and export capabilities.
Seaports still contain many limitations in warehousing systems and management, weak and easily damaged infrastructure, causing obstacles in transportation and reducing the efficiency of activities in the Logistics process.
Labor issues, such as labor laws, skilled employee availability, and labor costs, significantly influence the effectiveness of customs services in Vietnam Changes in labor regulations or shortages of qualified customs personnel can hinder the efficiency and timeliness of the customs clearance process Additionally, Vietnam's labor prices can affect the operational costs of logistics companies, ultimately impacting the overall effectiveness of customs services.
Environmental factors significantly influence the efficiency of customs services in Vietnam Modifications to environmental regulations and sustainability standards may lead to increased paperwork and inspections for certain goods, resulting in delays during customs clearance Additionally, natural disasters and extreme weather conditions can disrupt ports, shipping routes, and customs infrastructure, further hindering the speed and effectiveness of customs operations.
Table 3.5- Inbound customs service provision at Thong Quan Co., Ltd evaluation factors
Tangibles - The appearance of physical facilities, equipment, personnel and communication materials
Variety of contact channel with full information
Reliability - The ability to perform the promised service dependably and accurately
Staff have professional knowledge in their profession
Documents are being checked carefully
Assurance - The knowledge and courtesy of employees and their ability to convey trust and confidence
Professional staff behaviorAbility to handle situations flexibly and effectively
The close and effective connection between departments.
Responsiveness - The willingness to help customers and to provide prompt service
Speed of response to work, complaints
Full service and import-export law consulting for customers
Empathy - The provision of caring, individualized attention to customer
Dedicated service and attentive Employee work attitude
There are a variety of communication channels, convenient for all types of customers
Figure 3.7-Infrastructure factors survey result
Under performance Fair OK Over expected
Variety of contact channel with full information 0 0 0 3 2
Inefficient communication channels and subpar equipment hinder company operations, leading to information interference and file loss Despite offering various internal communication options, a lack of uniformity complicates interactions Additionally, network connections and software management have not been optimized, resulting in a 60% survey rating that reflects an average performance level.
Customers value the diverse range of services offered, particularly the reliable transport solutions provided by Thong Quan Viet Duc JSC, which are always prepared to meet their evolving transportation needs for loading and unloading.
Figure 3.8-Organization and Staff factors survey result
Table 3.7-Organization and Staff factors survey result
Organization and Staff Very bad Under performance Fair OK Over expected Staff have professional knowledge in their profession 0 0 0 5 0
Documents are being check carefully 0 0 2 2 1
Ability to handle situations flexibly and effectively 0 1 0 4 0
Close and effective connection between departments 1 2 1 1 0
The quality of human resource management in Thong Quan is currently unsatisfactory, with evaluations primarily rated as satisfactory or lower While the staff's expertise is recognized by customers, there is significant inconsistency in the accuracy of customs clearance documents, leading to 40% of customers feeling undervalued and only 20% expressing true satisfaction Additionally, errors in urgent cases have resulted in some dissatisfied consumers Communication between departments is notably inefficient, causing inconsistencies that disrupt the flow of information both to and from customers.
Figure 3.9-Work respond factors survey result
Table 3.8- Work respond factors survey result
Customer service Very bad Under performance Fair OK Over expected Speed of response to work, complaints 0 0 1 2 2
Full service and import-export law consulting for customers 0 4 1 0 0
There are a variety of communication channels, convenient for all types of customers
Thong Quan's work progress is generally well-regarded in terms of completion; however, customer feedback indicates a significant delay in addressing issues, with 60% of clients rating their experience as only satisfactory or worse Notably, the company's full-service and import-export law consulting received a concerning 80% below-average rating, with only 20% deemed fair This shortfall is attributed to a lack of consulting experience, as the sales department comprised only four employees in 2021, and there is a scarcity of staff with the necessary foreign language skills to effectively consult with clients from multinational corporations.
Customer care capabilities are commendable, with 60-80% of reviews indicating that expectations are exceeded, particularly in attitude and the diversity of care channels However, it is crucial to ensure consistency in information management across these channels to maintain effective communication and customer security Additionally, attentiveness towards service users remains inconsistent, primarily due to a shortage of consulting personnel.
SWOT analyzes
Table 3.9 -Thong Quan Co., Ltd SWOT analyze
Having a certain level of prestige after more than 15 years of establishmen helps to maintain the loyalty of old customers.
Establishing cooperative relationships with shipping lines, airlines and customs officers at the port based on the company's reputation and Chairman
Dang Van Diem (Chairman of Dong
Providing a variety of services, professionalism in the 3PL system
(Third Party Logistics) and self- sufficiency in flexible delivery and warehouse methods.
The system of facilities at the company is fully equipped and regularly maintained, focusing on improving the
The ability to reach new customers is not good when the number of new customers in 2021 only accounts for 20%
The company's internal server does not have data backup solutions, the risk increases when the server crashes causing local data loss.
Errors often occur in the process of declaring documents mainly due to the limitation in the language ability of the professional team, causing misunderstandings.
A shortage of employees significantly impacts customers' overall evaluations, leading to underperformance The professional department lacks adequately trained consulting and customer care skills, resulting in a feedback environment that hampers employee efficiency Additionally, slow response times and problem-solving capabilities further exacerbate these issues.
Ineffective communication between departments within the company account for unprofessional situations in customer communication
There is no competitive advantage in terms of service prices
The evolution of the e-commerce market has, especially this year, stimulated the demand for 3PL (Third
Party Logistics) services in Vietnam with 53% of the Logistics market share coming from e-commerce activities, although it is a small segment of the market with companies like Thong
Quan, it is undeniable that the current huge revenue is expected to total $5.5 trillion by 2022 globally follow by are potential opportunities.
The tariff system has been favored since Vietnam acceded to WTO, following the roadmap of WTO commitments, Vietnam fully opened its logistics service industry on January
11, 2014, and Foreign service providers will be allowed to establish 100% foreign-invested enterprises to provide warehousing services and freight agency services, which will facilitate
Weaknesses in transport infrastructure have not yet been resolved. Warehouses, ports, and airports are not yet standardized, geographically dispersed, and suitable for optimal logistics activities.
The inefficiency of automation in the logistics sector stems from insufficient digitization, which hampers competitiveness in the international market As a result, multinational logistics companies are struggling to optimize their import and export activities, despite an increase in import and export turnover.
1.86 times after 7 years of accession), creating favorable conditions for companies that provide 3PL services to develop.
Overall evaluate the efficiency of inbound customs service provision at Thong
Thong Quan Co., Ltd stands out in the customs services sector due to its commitment to digitization and continuous improvement The company actively updates electronic declaration methods and enhances its knowledge of VNACCS software, ensuring optimized performance Regular meetings and knowledge-sharing sessions keep the team informed about industry trends Additionally, the management is focused on researching e-commerce solutions to boost efficiency and customer satisfaction With a long-term, experienced staff capable of training new employees, the company ensures seamless operations Its reputable management has fostered strong relationships with loyal clients and ancillary partners Furthermore, Thong Quan Co., Ltd offers a diverse range of services within the 3PL system, showcasing professionalism and self-sufficiency in delivery and warehousing, thereby creating an optimized ecosystem for customer experience.
To enhance the efficiency of inbound customs services, it is essential to address existing limitations The Covid-19 pandemic has significantly impacted the company, leading to a shortage of employees.
The company currently faces a significant employee shortage, which hampers its ability to meet business demands and achieve operational efficiency To attract and retain skilled talent, it is essential to offer a competitive compensation package, particularly as many experienced workers seek substantial benefits following a period of underemployment The sales department has notably declined from 7 employees in 2019 to just 3 official staff and 1 probationary employee by early 2021, indicating a pressing need for additional workforce support To mitigate workload challenges, the company should consider hiring temporary or contract workers and invest in training programs to enhance the skills of existing employees Furthermore, a lack of effective communication skills among employees is hindering customer interactions, limiting the company's ability to secure and maintain clients To improve this situation, the company can implement training focused on communication and customer service or recruit new employees with strong language capabilities.
To enhance price competitiveness, the company must address its lack of competitive pricing advantages due to operational costs and management errors Implementing solutions to streamline service delivery and improve information management is essential for minimizing expenses Additionally, investing in new technology and automation can further reduce costs and elevate service quality, enabling the company to adjust its prices more favorably in the market.
Effective communication between departments remains a significant challenge in enterprise information management, hindering optimal data handling As of 2022, unresolved risks related to data storage persist, with frequent server failures leading to data loss The IT department's recovery efforts are inadequate, managing to restore only 30-40% of new data from the past month To overcome these limitations, the company should explore the implementation of a new information management system or collaborate with an external vendor to enhance data storage and recovery processes.
The company's customer care service has been ineffective, demonstrating a lack of seriousness in addressing customer feedback Many unsatisfied customers have expressed concerns regarding the slow response times and inadequate service quality, highlighting the need for better satisfaction tracking To enhance customer satisfaction, the company should conduct regular feedback surveys and actively address the issues raised Additionally, implementing a customer loyalty program could reward loyal customers and promote repeat business.
Thong Quan Co., Ltd possesses notable strengths in customs services; however, it faces certain limitations that must be resolved to boost the efficiency of its inbound customs operations By tackling these challenges, the company can significantly enhance customer satisfaction, elevate service quality, and strengthen its competitive position in the market.
SOLUTIONS TO ENHANCE THE EFFICIENCY OF INBOUND
Solution orientation
Thong Quan Co., Ltd aims to enhance its inbound customs service by prioritizing effective solutions that align with its development orientation This includes focusing on e-commerce and system digitization while simultaneously strengthening its role as a third-party logistics (3PL) provider.
Solutions to improve the efficiency of inbound customs service provision at
After nearly two years of underemployment caused by the Covid pandemic, TQC is facing a critical issue of employee shortages that must be addressed There is a disconnect between the needs of businesses, which seek to enhance efficiency and reduce costs, and the expectations of experienced workers, who prioritize high-level benefits Additionally, qualified candidates often lack the necessary skills for available positions, highlighting the urgent need for a solution.
Scope: Additional recruitment and enhancing customs service-related HR efficiency to resolve the lack of employees in TQC.
The plan for stabilizing human resources should be prepared according to a 5-year schedule (2022-2027) The implementation will be separated into two main phases, the
"Approaching" phase from 2022-2025 and the "Transformation" phase from 2025-2027, with defined aims for each period must be accomplished.
To enhance our outreach, we aim to collaborate with universities offering logistics programs, fostering mutually beneficial partnerships through guest lectures, case studies, and event sponsorships Building on our existing relationship with Dong Nai University since 2019, we are actively expanding our connections with local institutions that provide similar training via job fairs and recruitment initiatives Notably, Dong Nai University applications occur in July, followed by Lac Hong University in July and Dong Nai Technology University in October.
Accessible content: Businesses offer a consistent set of paid internship positions for varying lengths of time, depending on the specifics of the jobs, can earn different benefits.
The organization can ensure a robust talent pool by actively recruiting young and specialized candidates By offering training sessions, workshops, and mentorship programs, the firm not only helps young professionals develop their skills but also deepens their understanding of the industry This approach also highlights the company’s culture and values, making it an attractive workplace for emerging talent.
Being a 3 rd , 4 th -year student or a recent graduate majoring in foreign trade economics, international business, logistics related;
Can communicate in English; Having other languages is advantage (Korean, Japanese, Chinese)
Interns who complete over five months of service will have the opportunity to maintain official records for their experience, eliminating the need for re-application and retraining post-internship This allows them to engage in practical, real-world responsibilities throughout their internship.
Being a 3 rd , 4 th - year student or a recent graduate majoring in foreign trade economics, international business, Logistics related;
Having foreign languages is advantage (English, Korean, Japanese, Chinese)
Interns who complete an internship lasting over three months can retain their records for official purposes without needing to reapply or undergo additional training During this period, they will have the opportunity to engage in real-world responsibilities, enhancing their practical experience.
To enhance the company's human resource model systematically, it is crucial to balance the workload and workforce across departments while optimizing job efficiency and labor costs Ensuring an effective distribution of resources is essential to achieve these goals by mid-2026.
Table 4.2-Target number of employees of departments responsible for providing customs services in TQC
The D&D department has maintained a sufficient workforce to balance tasks through 2021, despite discrepancies in professional quality and consulting capabilities As the company transitions to enhance quality, it is crucial to focus on training in consulting skills and communication, as well as hiring staff with advanced customs expertise, rather than solely increasing the number of D&D employees.
The forwarder department needs to improve the balance of forwarders for imported retail items due to a significant increase in retail orders and annual growth from 2019 to 2021 This surge has led to a disproportionate employment situation in 2021, resulting in overburdened staff and decreased service quality To address these challenges, additional management is essential for more systematic assignment of duties to employees.
Thong Quan Co., Ltd faces challenges in documentation accuracy due to professional staff misinterpreting customer needs, compounded by difficulties in English communication To enhance logistics operations, it is essential to provide English lessons for employees, prioritizing those with strong professional skills to improve their foreign language proficiency and consulting capabilities.
Out-sourcing:Mt Cannel Academy _ an English center based in Bien Hoa city
Medium-sized English centers with expertise in local business education can effectively provide a tailored curriculum Mt Cannel Academy stands out as a suitable option for organizations seeking professional English instruction, particularly with its experience in teaching specialized English to multinational garment processing companies in Bien Hoa.
Install specialized English supplementary classes for former enterprise employees to balance skills and professionalism, and can help increase the value of the company's working environment.
Subjects of training:Employees who have worked at the company for more than 1 year
Training objectives:Improve and supplement English communication skills to improve the quality of customs service of the participating personnel.
Sign a teaching contract with Mt Cannel Academy English Center center with the following agreements:
Duration:2 sessions/week; 90 minutes/session
Venue: Thong Quan Co., Ltd _ No 1A, Group 10, Quarter 5, An Binh Ward, Bien Hoa City, Dong Nai Province.
Syllabus:is prepared based on English textbooks specialized in Logistics
The process of English communication training specialized in the Logistics of Mt. Canal Academy
Mt Cannel Academy's instructors will analyze and evaluate the unique needs of your business to set tailored training goals They will then outline a comprehensive training program, focusing on essential content, which will be presented to you for approval.
Mt Cannel together with the firm has constructed a training program framework, and accepted the basic contents to be trained, through preliminary investigation in stage 1.
Mt Cannel instructors will engage with training course learners to assess their current skills, understand their knowledge related to the course, identify their strengths and weaknesses, and discuss their daily work in relation to the study program, as well as any challenges they encounter.
Mt Cannel will collaborate with the firm to develop a tailored training implementation plan that considers the customer's specific needs and available resources, including personnel, time, and facilities This approach aims to ensure the training course is conducted efficiently and in accordance with established procedures.
Step 4:Design the training program
Mt Canal has successfully identified the training objectives, duration, target audience, and the pros and cons of each training element Based on this analysis, specialists will develop tailored training programs and gather relevant teaching materials to ensure maximum efficiency and cost-effectiveness for companies seeking these solutions.
The classroom deployment team, comprising teaching assistants and class managers, is responsible for preparing classrooms and learning materials tailored to the specific training program and implementation strategy agreed upon.