Enhancing the efficiency of inbound customs service provision at thong quan co , ltd (tqc)

MINISTRY OF EDUCATION AND TRAINING HO CHI MINH CITY UNIVERSITY OF TECHNOLOGY AND EDUCATION FACULTY FOR HIGH QUALITY TRAINING GRADUATION THESIS INTERNATIONAL BUSSINESS ENHANCING THE EFFICIENCY OF INBOUND CUSTOMS SERVICE PROVISION AT THONG QUAN CO., LTD (TQC) ADVISOR : LE TRUONG DIEM TRANG STUDENTS : TRINH CAM VY SKL010260 Ho Chi Minh City, May 2023 MINISTRY OF EDUCATION AND TRAINING HO CHI MINH CITY UNIVERSITY OF TECHNOLOGY AND EDUCATION -o0o - GRADUATION THESIS INTERNATIONAL BUSINESS A STUDY ON: ENHANCING THE EFFICIENCY OF INBOUND CUSTOMS SERVICE PROVISION AT THONG QUAN CO., LTD (TQC) Advisor: Le Truong Diem Trang Student Full Name: Trinh Cam Vy Student ID: 19136122 Ho Chi Minh City, May 2023 NHẬN XÉT CỦA GIẢNG VIÊN HƯỚNG DẪN TP Hồ Chí Minh, ngày… tháng … năm 2023 Giảng viên hướng dẫn NHẬN XÉT CỦA GIẢNG VIÊN PHẢN BIỆN TP Hồ Chí Minh, ngày… tháng … năm 2023 Giảng viên phản biện ACKNOWLEDGEMENT My report would not have been done without the help of many people Firstly, I would like to express my gratitude to Ho Chi Minh City University of Technology and Education for providing me with the knowledge and environment to prepare myself for this opportunity to experience and finish my research For the most part, Ms Le Truong Diem Trang has been an ideal teacher, mentor and thesis supervisor She brought off her time and effort to provide invaluable feedback on my research, her encouragement has been the most motivation of mine I am proud of and grateful for my time working with Ms Le Throughout months of learning and working, I could not have undertaken this journey without the special care from Thong Quan Co., Ltd It is fortunate for me to be a part of Thong Quan Logistics, being able to observe and adapt to the Logistics environment has never been such a common opportunity for a senior Special thanks to Ms Nguyen Thi Phuong Dung, my supervisor and also the instructor that directly in charge of my internship Thank you for given many flexible chances so that I can be fully experienced to implicate in this thesis Thank you to all members of Declaration and Documents Department that have supported me with all customs service techniques, much appreciate to Business and Accountant Department for numerous invaluable company’s business data Ho Chi Minh City, May 2023 Student Trinh Cam Vy LIST OF ACRONYMS GENERAL INDEX INDEX OF FIGURES INTRODUCTION Rationale Aims of the study Object and range of the study Research methods CHAPTER 1: ABOUT THONG QUAN CO., LTD (TQC) 1.1 Overview about Thong Quan Co., Ltd 1.2 Vision and mission 1.3 Historical background 1.4 Market, customer and service 1.5 Organizational Management 1.5.1 Organizational structure 1.5.2 Departments function 1.6 Situation of business at Thong Quan Co., Ltd 1.7 Company development direction and strategy CHAPTER 2: THEORETICAL FRAMEWORK OF INBOUND CUSTOMS SERVICE PROVISION 10 2.1 About service efficiency 10 2.1.1 The Theory of service efficiency 10 2.1.2 Service efficiency enhancing 12 2.2 Import of goods 16 2.2.1 The concept of importing goods 16 2.2.2 Classification of import forms 17 2.2.3 The Role of Imports 22 2.3 Customs concept 23 2.3.1 Customs definition 23 2.3.2 The Role of the customs system 23 2.3.3 Customs clearance concept 25 2.3.4 In-bound customs clearance procedure 25 2.4 Overview of customs services .27 2.4.1 The concept of customs services 27 2.4.2 Customs agent qualified conditions 28 2.4.3 Customs services stakeholder 28 2.5 Factors affecting the efficiency of providing inbound customs services .29 2.5.1 External factors 29 2.5.2 Internal factors (SERVQUAL analysis) 31 CHAPTER 3: SITUATION OF INBOUND CUSTOMS SERVICE PROVISION AT THONG QUAN CO., LTD (TQC) 33 3.1 Situation of inbound customs service provision at Thong Quan Co., Ltd 33 3.1.1 Customers 33 3.1.2 Mode of delivery 33 3.1.3 Customs declaration 34 3.1.4 Service business results 35 3.2 Inbound customs service provision process at Thong Quan Co., Ltd 36 3.2.1 Process Overview 36 3.2.2 Process analyzes 37 3.3 Factors affecting the efficiency of providing customs services for imported goods of Thong Quan Co., Ltd .46 3.3.1 External factors 46 3.3.2 Internal factors 48 3.4 SWOT analyzes 53 3.5 Overall evaluate the efficiency of inbound customs service provision at Thong Quan Co., Ltd 55 3.5.1 Advantages 55 3.5.2 Limitations 55 CHAPTER 4: SOLUTIONS TO ENHANCE THE EFFICIENCY OF INBOUND CUSTOMS SERVICE PROVISION AT THONG QUAN CO., LTD (TQC) 58 4.1 Solution orientation .58 4.2 Solutions to improve the efficiency of inbound customs service provision at Thong Quan Co., Ltd 58 4.2.1 Human Resource Solutions .58 4.2.2 Business management solutions 62 4.2.3 Customer care solutions 67 CONCLUSION 70 REFERENCES 72 APPENDIX .73 LIST OF ACRONYMS No Acronyms Meaning 3PL Third-party Logistics LCL Less than container Load FCL Full container load USD United States dollar D&D Declaration and Documents P.O Purchase order B/L Bill of lading AN Arrival notice T/T Telegraphic Transfer 10 POL Port of loading 11 POD Port of discharge 12 E.T.A Estimated Time of Arrival 13 PK Package 14 KGM Kilogram 15 CC (email) Carbon copy 16 VNACCS Vietnam Automated Cargo And Port Consolidated System 17 EIR Equipment Interchange Receipt 18 EVFTA EU-Vietnam Free Trade Agreement 19 CPTPP Comprehensive and Progressive Agreement for TransPacific Partnership 20 EDI Electronic data interchange 21 JSC Joint Stock Company 22 TQC Thong Quan Co., Ltd 23 WTO World Trade Organization 24 EU European Union 25 CRM Customer Relationship Management 26 ERP Enterprise Resource Planning 27 FAST Freight Assistant System Technology 28 DOCS Documentation 29 KPI Key performance indicators 30 CSAT Customer Satisfaction Score 31 Q&A Questions and answers TABLES INDEX Table 1.1 - Thong Quan Co., Ltd income statement (2019 - 2021) Table 1.2 - Thong Quan Co., Ltd Cost distribution (2019 - 2021) Table 2.1 - Five main gaps related to the perception of service quality management 13 Table 2.2 - Importance-performance analysis result 16 Table 3.1 - Revenue from import customs services by the exporting country 33 Table 3.2 - Revenue from customs services imported by mode of transport .34 Table 3.3 - Number of customs declarations by type of goods to be transported 34 Table 3.4 - Business results of customs services for inbound customs services .35 Table 3.5 - Inbound customs service provision at Thong Quan Co., Ltd 48 Table 3.6 - Infrastructure survey result 50 Table 3.7 - Organization and Staff factors survey result 51 Table 3.8 - Work respond factors survey result 52 Table 3.9 - Thong Quan Co., Ltd SWOT analyze 53 Table 4.1 - Suggestion internships program 59 Table 4.2 - Target number of employees of departments responsible for providing customs services in TQC 60 Table 4.3 - Softek Solutions F.A.S.T products 64 Table 4.4 - F.A.S.T PRO V6.0 functional support effectiveness .64 Table 4.5 - Advise knowledge base inclusion 68 Table 4.6 - CSAT and KPI for each factor surveyed at TQC 69 CONCLUSION Logistics plays a crucial role as a service industry in Vietnam, contributing significantly to the overall structural system of the national economy By supporting, connecting, and promoting the socio-economic development of the entire country, logistics help to enhance the competitiveness of the economy while also improving the quality of logistics services Within this industry, Thong Quan Co., Ltd, operating as a customs agent, has achieved commendable success owing to its solid long-term strategic planning and its ability to provide a diverse range of third-party logistics (3PL) services As an integral part of the logistics operating system, Thong Quan Co., Ltd's core activity lies in the provision of customs services, which encompass a comprehensive process from receiving and verifying documents to the final delivery of goods Nevertheless, despite the achievements and capabilities of Thong Quan Co., Ltd, there are still limitations present within each service process Recognizing the importance of understanding these processes in order to identify both the advantages and disadvantages, this study undertook a detailed assessment of the customs service provision for imported goods at Thong Quan Co., Ltd, enabling an in-depth internal analysis of the enterprise To assess the quality of customs services for imported goods at Thong Quan Co., Ltd, the study employed a multifaceted approach Firstly, it leveraged available data analysis to gain insights into various aspects of service delivery Additionally, a survey was conducted to evaluate the service quality as perceived by consumers By combining these research methods, the study was able to generate valuable insights and recommendations that align with the business orientation, market trends, and user needs of Thong Quan Co., Ltd, further supporting the company's development direction By undertaking this research, the study aimed to contribute to the continuous improvement and enhancement of Thong Quan Co., Ltd's customs services The findings and recommendations provided in this graduation thesis serve as a valuable resource for the company, enabling it to address existing limitations, optimize its service processes, and ultimately elevate the overall customer experience Moreover, the insights garnered from this research can also benefit the wider logistics industry in Vietnam by shedding light on the intricacies and challenges of customs service provision, thereby promoting efficiency and competitiveness at the national level 70 In conclusion, this graduation thesis not only highlights the significance of logistics in Vietnam's national economy but also underscores the importance of continuous evaluation and improvement within the industry Through a comprehensive analysis of Thong Quan Co., Ltd's customs service process and the subsequent identification of areas for enhancement, this study provides major perspectives and recommendations that contribute to the ongoing growth and success of the company By aligning the solutions with the company's business orientation, market trends, and user needs, Thong Quan Co., Ltd can enhance its position within the logistics industry and contribute to the overall development of the nation's economy 71 REFERENCES ISO 9000:2015 _International Organization for Standardization COMMERCIAL LAW 2005 IN VIETNAM LAWS ON CUSTOMS 2014 IN VIETNAM Francis Hill (1997), THE IMPLICATIONS OF SERVICE QUALITY THEORY FOR BRITISH HIGHER EDUCATION: An Exploratory Longitudinal Study, The Journal of General Education, 46, 207-231 A Parasuraman, Valarie A Zeithaml, L Berry (1988), SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality, Journal of Retailing, 64, 12-40 Christian Grönroos (1984) A service quality model and its marketing implications, European Journal of Marketing, 18, 36-44 J Joseph Cronin Jr, Steven A Taylor, 1994, SERVPERF versus SERVQUAL: reconciling performance-based and perceptions-minus-expectations measurement of service quality, Journal of Marketing, 58, 125-131 72 APPENDIX KHẢO SÁT CHẤT LƯỢNG CUNG CẤP DỊCH VỤ HẢI QUAN TẠI CÔNG TY TNHH THÔNG QUAN QUALITY SURVEY OF CUSTOMS SERVICE PROVIDED AT THONG QUAN CO., LTD FORM KHẢO SÁT ONLINE QUA GG FORM: https://forms.gle/HfuAyCSNXtNvVxgS7 Xin chào Anh/Chị, Trịnh Cẩm Vy sinh viên trường Đại học Sư Phạm Kỹ Thuật TP HCM thực nghiên cứu đề tài “GIẢI PHÁP NÂNG CAO HIỆU QUẢ CUNG CẤP DỊCH VỤ HẢI QUAN HÀNG NHẬP KHẨU TẠI CÔNG TY TRÁCH NHIỆM HỮU HẠN THÔNG QUAN” Hiện tơi q trình thu thập liệu để phục vụ cho nghiên cứu Rất mong nhận hỗ trợ anh/chị cách trả lời câu hỏi khảo sát sau Dữ liệu thu thập phục vụ trình để kiểm tra giả thuyết nghiên cứu đặt Tôi xin cam đoan với anh/chị thơng tin trình bày kết nghiên cứu dạng thống kê, nhằm mục đích phục vụ cho đề tài nghiên cứu mình, thơng tin cần thiết cam kết trình bày dạng mã hố Để nghiên cứu thiện chất lượng dịch vụ, Mong Anh/Chị dành chút thời gian trả lời số câu hỏi đây: My name is Trinh Cam Vy, a student of Ho Chi Minh city University of Technology and Education, working on a study about: “SOLUTIONS TO IMPROVE THE EFFICIENCY OF INBOUND CUSTOMS SERVICE PROVISION AT THONG QUAN CO., LTD” I am now collecting business data due to research purpose I really looking forward to your support by doing the survey below Collected data only be use to inspect the accurate of proposed theory I guarantee that all sources of data will be modeling and digitizing as statistical format in the need of the study All information including general and personal will also be encrypted Kindly hope that you could spend your precious time to finish the survey below: Phần 1: Câu hỏi gạn lọc - FILTER QUESTION Doanh nghiệp anh/chị có thuộc đối tượng khảo sát khơng? Is your firm include in the research object? 73 Quý công ty anh/chị sử dụng dịch vụ hải quan công ty TNHH Thông Quan chưa? Have your firm ever use Thong Quan Co., Ltd service?  Đã (Tiếp tục khảo sát) / Yes (continue the survey)  Chưa (Ngưng khảo sát) / Not yet (stop the survey) Thời gian quý công ty sử dụng dịch vụ hải quan công ty TNHH Thông Quan? How long have your firm use Thong Quan Co., Ltd service?  Dưới tháng / Under months  Từ tháng - năm / From months to a year  Trên năm / More than years Loại hình sử dụng dịch vụ / Type of shipment  Hàng nhập / Import  Hàng xuất / Export  Cả hai / Both Phần 2: Thông tin chung - GENERAL INFORMATION Tên doanh nghiệp anh/chị công tác Firm's name: Tên anh/chị Surveyor's name: Vị trí cơng tác Job position: Phần 3: Khảo sát chất lượng cung cấp dịch vụ hải quan cơng ty TNHH Thơng Quan 74 Ký hiệu Tiêu chí đánh giá/ Dimensions Đầy đủ trang thiết bị/ Full VC1 equipment Cơ sở vật VC2 Yếu tố đánh giá/ Evaluation factors chất Infrastructure Có đa dạng trang liên lạc với đầy đủ thông tin/ Variety of contact channel with full information Tốc độ truyền tải thông tin/ VC3 Information transmission speed Nhân viên vững kiến thức chuyên môn nghiệp vụ/ Staff have NV1 professional knowledge in their profession Kiểm tra chứng từ kỹ càng/ Documents NV2 are being check carefully NV3 NV4 Tổ chức nhân viên Organization and staff Nghiệp vụ khai báo xác Accurate declaration Tác phong nhân viên chuyên nghiệp/ Professional staff behavior Khả xử lí tình linh NV5 hoạt hiệu quả/ Ability to handle situations flexibly and effectively NV6 Có liên hệ chặt chẽ phịng ban/ Close and effective 75 Mức độ đánh giá / Evaluation level Hơn Dưới Tru trung Rất Đạt ng yêu tệ/ bình/ yêu Bìn cầu/ Very Under cầu/ h/ Over bad perfor ok Fair expe mance cted connection between departments DU1 Đáp ứng Đảm bảo mốc thời gian cơng việc Work respond hồn thành cơng việc/ Ensure work completion deadlines Tốc độ phản hồi công việc, khiếu nại/ Speed of response to work, DU2 complaints Tư vấn đầy đủ dịch vụ luật xuất nhập cho khách hàng/ Full DU3 service and import-export law consulting for customers CS1 CS Dịch vụ chăm sóc khách hàng Customer service Phục vụ tận tình, chu đáo/ Dedicated service, attentive Thái độ làm việc nhân viên/ Employee work attitude Có đa dạng kênh liên lạc, thuận tiện cho đối tượng khách hàng/ There are a variety of CS3 communication convenient for channels, all types of customers Điều khiến anh/chị hài lịng dịch vụ hải quan Công ty TNHH Thông Quan (Được chọn nhiều đáp án) What are the pleasure that you have about Thong Quan Co., Ltd custom service?  Kiểm tra chứng từ (Invoice/Packinglist/CO/Vận đơn/,…): Thời gian, độ xác, hướng dẫn liên quan,…/Checking shipping documents: Time, accuracy, relating instruction,…  Khai báo hải quan: Thời gian, độ xác tư vấn liên quan, hỗ trợ giải phát sinh/Customs declaration: Time, accuaracy, Instruction and support to solve the issues,… 76  Xử lý tình huống: Tư vấn & đưa giải pháp/Solve the issues: Consult & give the solution  Quá trình giao hàng: Thời gian, địa điểm/Delivery process: time/place  Thái độ làm việc: tinh thần hỗ trợ, giải vấn đề,…/Attitude: Support & give instruction to solve the issues,… Điều khiến anh/chị CHƯA hài lịng dịch vụ hải quan Cơng ty TNHH Thông Quan (Được chọn nhiều đáp án) What makes you unsatisfied with Thong Quan Co., Ltd customs services?  Kiểm tra chứng từ (Invoice/Packinglist/CO/Vận đơn/,…): Thời gian, độ xác, hướng dẫn liên quan,…/ Checking shipping documents: Time, accuracy, relating instruction,…  Khai báo hải quan: Thời gian, độ xác tư vấn liên quan, hỗ trợ giải phát sinh /Customs declaration: Time, accuaracy, Instruction and support to solve the issues,…  Xử lý tình huống: Tư vấn & đưa giải pháp / Solve the issues: Consult & give the solution  Quá trình giao hàng: Thời gian, địa điểm / Delivery process: time/place  Thái độ làm việc: tinh thần hỗ trợ, giải vấn đề,…/ Attitude: Support & give instruction to solve the issues,… Trong tháng tiếp theo, anh/chị có tiếp tục sử dụng dịch vụ hải quan Công ty TNHH Thông Quan không? In the next months, will you still continue use Thong Quan Co., Ltd customs services?  Chắc chắn tiếp tục sử dụng / Definitely will  Tiếp tục sử dụng, có nhắc nhở điều chỉnh dịch vụ / Continuing to use, remind to adjust service  Tiếp tục sử dụng, đánh giá lại vào tháng thứ / Continue to use, evaluation on 7th month  Hạn chế sử dụng, đánh giá tháng / Using on limited, evaluation performance next month  Ngưng sử dụng / Stop using 77 Anh/chị mong muốn Công ty TNHH Thơng Quan cải thiện điều để cung cấp đến quý doanh nghiệp chất lượng dịch vụ tốt nhất? What you want Thong Quan Co., Ltd to improve to be able to provide you with the best service quality? Xin chân thành cảm ơn Anh/Chị tham gia trả lời câu hỏi khảo sát Vô trân trọng hợp tác Anh/Chị Trân trọng cảm ơn! Thank you very much for your participation in answering the survey questions Very appreciative of your cooperation Sincerely thank you! 78 SURVEY’S RESULT 79 Infrastructure survey result Infrastructure Very bad Under performance Fair OK Over expected Full equipment 0 0 0 Variety of contact channel with full information Information transmission speed Organization and Staff factors survey result Very bad Under performance Fair OK Over expected 0 0 2 Accurate declaration 0 Professional staff behavior 0 1 Organization and Staff Staff have professional knowledge in their profession Documents are being check carefully Ability to handle situations flexibly and effectively Close and effective connection between departments 80 Ensure work completion deadlines 0 Customer service factors survey result Very bad Under performance Fair OK Over expected 0 0 0 Dedicated service, attentive 0 Employee work attitude 0 0 Customer service Speed of response to work, complaints Full service and import-export law consulting for customers There are a variety of communication channels, convenient for all types of customers 81 82 Anh/chị mong muốn Công ty TNHH Thông Quan cải thiện điều để cung cấp đến q doanh nghiệp chất lượng dịch vụ tốt nhất? What you want Thong Quan Co., Ltd to improve to be able to provide you with the best service quality? Câu trả lời 1: dịch vụ tương đối tốt Câu trả lời 2: Chất lượng dịch vụ hài lòng Giảm giá dịch vụ Câu trả lời 3: thông báo đầy đủ thông tin vận tải đến cho khách hàng trước xe đến lấy/giao hàng, hỗ trợ khách hàng nhiều thủ tục rắc rối phát sinh khai báo (thời gian phản hồi lâu) Câu trả lời 4: Nhân viên nâng cao khả tư vấn nghiệp vụ Chủ động tư vấn cho khách thêm nhiều luật Xuất nhập Cân đối lại giá loại hình dịch vụ Câu trả lời 5:Dịch vụ tốt thông tin kịp thời; phận cần có chủ động trao đổi thông tin để đảm bảo độ quán tư vấn cho khách hàng 83 S K L 0