Statistics on transportation vehicles as of November 2022STT Equipment name Quantity Unit1 Hyundai tractor 18 Vehicle2 Hyundai 1.5T truck 22 Vehicle3 Hyundai 3.5T truck 10 Vehicle4 Hyund
CHAPTER II THE CURRENT SITUATION OF SERVICE QUALITY IN THE DELIVERY OF FMCG AT VIET LOGISTICS SOLUTIONS CO.,LTD 2.1 Overview of the company: VLS Co., LTD 2.1.1 General information a Company name and address - Company name: VIET LOGISTICS SOLUTIONS JSC , - HANOI BRANCH - Abbreviations: VLS Corp JSC., - Logo Company: Figure 2.1 Company logo at Hanoi Branch VLS Source - Tax code: 0107500118 Hanoi Branch Office Address: P305, West Tower, Defense Academy Apartment Building, Xuan La Ward, Tay Ho District, Hanoi - Date of establishment: July 2012 b History and development Since July 2012, Viet Logistic Solutions was formed with the main business that offers brokerage services, customs clearance, and air and sea freight forwarding in line with international standards At the moment, the Hanoi office of VLS is one of the most well-known forwarding companies in the area This is because it has a lot of experience and has worked with many well-known companies for a long time The success of the Hanoi branch is due to the unit's commitment and accountability in its business activities, as well as its agility and flexibility in recognizing situations and changes in the world and in the region, so that it can advise the branch on the best solutions and directions VLS Hanoi tries to make relationships with corporate clients and both domestic and foreign carriers that will last for a long time The division is ready to work with partners on joint projects as long as the best interests of both sides are taken care of c Organizational structure The management structure of Viet Logistics Solutions Joint Stock Company is built on direct management The Board of Directors has the most executive power and decision-making power, followed by the branch directors, branch managers, and department heads The following chart shows the complete corporate structure: Figure 2.2 Organization chart of VLS VLS sources 2.1.2 Current situation of logistics service status of VLS Co., LTD VLS Hanoi has found the right way to deal with the chaos in the logistics industry and improve the quality of its operations This is because its business strategy is flexible and it has a strong grasp on its partnerships In recent years, there has been a lot of fierce competition In particular, VLS Hanoi can send most of its goods from Noi Bai airport to the Japanese market at a cheaper freight rate by taking part in a charter flight run by Vietnam Airlines compared to other Forwarder units, it is better But taking part in Charter flights has also given the office new problems to solve Because these are private planes, VLS Hanoi has to make sure there is enough chartered cargo for each trip so that it can pick up more goods if a customer cancels, unloads, or comes up with a new plan handling cases that are late All of these things put a lot of stress and strain on VLS Hanoi and force a lot of employees to work extra hours to keep up with the sudden rise in work and products variable a Current status of facilities, technical materials and human resources: The warehouse system of VLS complies with state regulations, encompassing a total area of 134,000 square meters and a load capacity of tonnes per square meter This system comprises five warehouses located in Hanoi, Bac Ninh, Da Nang, Binh Duong, and Dong Nai Furthermore, the warehouses of Viet Logistics Solutions Joint Stock Company are furnished with various products handling equipment, such as wooden pallets, plastic pallets, shelving, and QR code scanners These resources are utilized to facilitate warehouse operations, encompassing tasks such as packing, unloading, code scanning, and goods classification Vehicle fleet: Table 2.1 Statistics on transportation vehicles as of November 2022 STT Equipment name Quantity Unit Hyundai tractor 18 Vehicle Hyundai 1.5T truck 22 Vehicle Hyundai 3.5T truck 10 Vehicle Hyundai 5T truck 28 Vehicle Hyundai 8T truck 13 Vehicle Hyundai 10T truck 28 Vehicle Forklift 28 Vehicle (Source: Viet Logistics Solutions) Viet Logistics Solutions Joint Stock Company possesses a fleet comprising approximately 160 vehicles, encompassing closed trucks ranging from 1.5T to 10T in tonnage, as well as semi-trailers and Container tractors The fleet boasts a relatively young average age Additionally, the company operates from three distinct locations across its branches, enabling it to effectively cater to the extensive and varied transportation requirements of its clientele, while maintaining competitive pricing GPS tracking devices are installed in all vehicles to optimize management and utilization, as well as to ensure the security of transported items and provide precise transportation information to clients at their request Equipment: Equipment and machinery are regularly inspected, maintained, supplemented and replaced by the Company to ensure they are always ready for exploitation and quality is guaranteed In addition to the planned equipment procurement investment, Logitem Vietnam also signed contracts with many large partners to provide rental services for vehicles and equipment (forklifts, trucks ) according to season or fixed according to the agreed contract term Aims to ensure the process of exploiting goods and providing services is smooth, uninterrupted, aiming for a professional service quality to customers Human resources Total number of employees as of December 31, 2022 are 508 employees at all establishments Labor structure: Table 2.2 Labor structure by age and qualifications in 2023 Following the age bracket Following the academic level Quantity Proportion Workers under 30 years old 88 17,49% Laborers 30 to under 40 years old 253 49,80% Workers 40 to under 50 years old 93 18,48% Laborer 50 - 60 years old 74 14,71% Post-university degree 30 5,96% Bachelor degree 233 46,32% 50 9,94% 35 6,95% College degree Intermediate vocational level Elementary vocational level 40 7,95% General level 115 22,86% Based on the provided data table, it is evident that the labor composition, categorized by the level of vocational and liberal studies (VLS), reveals that individuals possessing university degrees constitute approximately 46,32% of the workforce This particular segment of the labor force is engaged in several significant departments The organization encompasses several crucial departments, including the director's office, transportation department, accounting department, and customer support department These departments require employees who possess advanced professional qualifications, a strong sense of work responsibility, and the capacity to promptly and critically respond to various situations General-level laborers are assigned to many divisions, including those related to warehousing and cleaning Furthermore, it is imperative to provide comprehensive training to these employees, equipping them with the necessary skills and knowledge to perform their tasks with enthusiasm, intelligence, and a strong sense of responsibility Table 2.3 Labor structure in enterprises in 2023 No Quantity Proportion A Direct labor 255 50,19% Driving (truck + container) 140 27,56% Worker 70 13,78% Driving a forklift 45 8,85% B Indirect labor 253 49,8% Officer 200 39,37% Stocker 33 6,49% Others 20 3,94% Total 508 100% Through the table above, we can see that the number of employees of large enterprises corresponding to the scale of the enterprise has been expanding over the years The number of direct workers accounts for 50,19%, indirect workers accounts for 49,8% With the main workforce being drivers and workers, we ensure that the company's vehicles always have drivers who can operate at any time according to customers' requests The driver's working time is divided into different shifts, not exceeding 10 hours/day and not driving continuously for more than hours b The company's business performance in years (2018-2021) Table 2.4 : Results of production and business activities of the enterprise Year Total revenue (VNĐ) Total cost (VNĐ) Profit (VNĐ) 2017 206.589.415.421 178.396.301.274 28.220.114.147 2018 217.089.414.255 187.131.075.088 29.958.339.167 2019 461.835.628.112 416.652.065.301 45.138.562.811 2020 647.092.520.666 582.239.039.129 64.853.418.557 2021 574.377.482.640 529.826.637.192 44.550.845.448 (Unit: billion VND) From the data table above we have the following chart: Figure 2.1: Chart of the company's production and business activities over the years Comment: Through the above data tables, we see that the total assets and accounting revenue of the enterprise have increased over the years - The revenue for the year 2019 exhibited a twofold increase in comparison to the preceding year of 2018 This significant growth in revenue may be attributed to the occurrence of a merger, which consequently led to a substantial rise in revenue However, subsequent to the merger, the profit ratio (LN/DT) experienced a decline when compared to previous years This decline can be attributed to the relatively low profit ratio associated with warehouse activities There are instances where recently established warehouses remain unoccupied, indicating that certain warehouses have incurred damage The term "hole" refers to a void or empty space - The year 2020 had a notable enhancement, with a growth rate of 1.4 times in comparison to the preceding year The user's text does not provide any information to rewrite in an academic manner The year 2021 has witnessed significant disruptions in various activities as a consequence of the Covid-19 pandemic The primary source of the company's revenue is derived from warehouse operations, thereby resulting in a notable decline Revenue by each type of service is shown in the following table: Table 2.5: Proportion of revenue of the Company's services in the period 2018 2020 Targets Year Proportion Year Proportion Year Proportion 2018 (%) 2019 (%) 2020 (%) Transport Services 324.28 70.22 436.873 67.51 396.56 69.04 Warehouse rental and warehouse services 58.175 12.6 97.968 15.14 94.831 16.51 Motor vehicle rental service 38.243 8.28 62.706 9.69 43.036 7.49 Import and export activities 31.627 6.85 39.355 6.08 30.952 5.39 Others 9.51 2.06 10.19 1.57 8.995 1.57 Quantity 461.84 100 647.092 100 574.38 100 Based on the provided data table, it is evident that the revenue proportion attributed to freight transport services consistently remains at the highest level within the company, exhibiting fluctuations within the range of 65% - 70% Consequently, this service may be regarded as a pivotal component of the company's operations In terms of transportation, the primary source of revenue is derived from P&G clients, constituting 25% of the overall transportation revenue This is closely followed by Canon, contributing 23% of the revenue, Acecook with 7%, Daikin with 6%, and Panasonic with 4% Hence, it is imperative for enterprises to prioritize the preservation of stability and enhancement of transportation services' quality Furthermore, the revenue generated by warehouse leasing operations and warehouse services exhibits a consistent and substantial growth trajectory on an annual basis Additional services, such as motor vehicle rental service and the consolidation of goods for small clients, make up a very minor portion of the company's overall structure However, these services have consistently experienced growth over the years, which serves as evidence of the company's effective production and business operations 2.1.4 Market and service characteristics a Market Most of the import and export orders that VLS Hanoi handles go to China and a few other countries, such as Japan, Korea, and Singapore This is the strength that gives Vinako Ha a winning edge It lets the unit give many preferential rates on the market for import and export transportation services to clients who want to move goods in Asia Due to the steady amount of goods going to Japan every day, the branch is focusing on direct routes to Narita (NRT), Osaka (KIX), and Fukuoka (FUK), as well as other Asian destinations like Hong Kong (HKG), Shanghai (PVG), Incheon (ICN), and Kuala Lumpur (KUL) VLS also has a network of reliable, professional agents in many key countries in the Americas and Europe All of these agents are ready to meet any customer's shipping needs b Service The three primary service business segments of VLS Company - Hanoi branch are customs declaration services, warehousing services, and freight forwarding Customs brokerage services: The VLS company helps customers with customs clearing and clearance The VLS company has services for clearing customs at many customs offices across the country This includes the Noi Bai Customs Branch, the My Dinh ICD Customs Branch, the Hai Phong Port Customs Branch, the Cat Lai Port Customs Branch, and the Saigon Customs Branch, among others Using electronic customs declaration software to make customs statements; classifying records on the spot; clearing goods through customs at branches; inspecting goods, if necessary; Notifying customers about the state of their goods after they have been cleared through customs Freight forwarding services: In the field of forwarding and transportation, the company coordinates the delivery of packages, which includes transportation, storage, customs clearance, document preparation, and other services connected to delivery Getting goods With its professional fleet of vehicles, the company also offers transportation services, bringing goods to warehouses, yards, and domestic addresses The main ways that the company ships goods are by sea, air, and road The following are all part of the company's freight forwarding services: Air freight forwarding services include receiving documents, goods, parcels, packages, articles, and parcels; delivering goods to the recipient's yard, warehouse, or house; and setting up customs declaration processes for goods that are being sent abroad Sea freight services: Reserve export freight and import goods to all world seaports; customs statement of commercial and noncommercial goods; booking trucks and containers for domestic transportation between Hanoi, Hai Phong, and Ho Chi Minh City; close console cont, cold cont, FR cont… In addition to taking on the following duties and being responsible for them: Representing the exporter by reserving/renting a place to pack goods at the request of the carrier; delivering goods and issuing relevant documents; preparing necessary documents (C/O, quality certificate, etc.); preparing a warehouse to store goods; transporting goods to the port to complete fee procedures at the customs supervision area, the port authority, and delivering goods to the carrier Get the bill of lading from the shipping company and then give it to the seller Contact the carrier to find out how the goods will be moved to the port of location Representing the importer means getting and checking all shipping documents, renting a warehouse if needed, receiving goods from the carrier, preparing documents and paying customs supervision fees, delivering goods to the importer, and helping the importer file claims for lost or damaged goods 2.2 The current situation of the service quality in FMCG delivery at VLS Co., LTD Currently, Viet Logistics Solutions Joint Stock Company is a shipping partner for P&G Vietnam - one of the first American corporations to invest in the Vietnamese market through investment in technology, machinery, and buildings world leading machines With more than 20 years of operation in Vietnam, P&G has had strong growth With a team of professional staff, P&G Vietnam has grown nearly 15 times compared to 10 years ago, and is considered one of the fastest growing branches of the global P&G group VLS is currently a shipping partner for P&G to the Northern and North Central region markets with items such as: - Round use: Is a container of imported goods transported to the warehouse After the warehouse unloads some of the goods in the container, the remaining goods are delivered directly to the previously informed agent - X-Dock: A container of imported goods transported to the warehouse, then trucking transfers the goods from the container to the truck, the quantity equal to the order requesting the X-Dock Typical products of P&G include: laundry detergent, laundry detergent, diapers for children, toothbrushes and toothpaste to serve the needs of fast-moving consumer goods And VLS, on behalf of P&G, transports goods to large distributors such as Phu Thai, Tuan Viet and large supermarkets such as COOP Mart, Go (BigC), Aeon Number of votes Proportio 0% n 0 108 108 0% 0% 0% 100% 100% Table 2.8: Delivery to the specified location R2 Number of votes Evaluation Total Strongly disagree Disagree Neutral Agree Strongly agree 34 61 108 3,7% 8,3% 31,5% 56,5% 100% Proportio 0% n Table 2.9: Quick and accurate document processing R3 Number of votes Evaluation Total Strongly disagree Disagree Neutral Agree Strongly agree 0 0 108 108 0% 0% 0% 100% 100% Proportio 0% n Table 2.10: Delivery of the correct weight and quantity of goods R4 Number of votes Evaluation Total Strongly disagree Disagree Neutral Agree Strongly agree 0 25 76 108 0% 6,5% 23,1% 70,4% 100% Proportio 0% n Table 2.11: Consistently delivering the right goods R5 Number of votes Evaluation Total Strongly disagree Disagree Neutral Agree Strongly agree 0 11 97 108 0% 0% 10,2% 89,8% 100% Proportio 0% n (Source: Results of data analysis via survey) Table 2.12: No loss or damage to goods R6 Number of votes Evaluation Total Strongly disagree Disagree Neutral Agree Strongly agree 0 0 108 108 0% 0% 0% 100% 100% Proportio 0% n (Source: Results of data analysis via survey) Table 2.13: Monitoring, updating, and informing customers of cargo status as soon as information is available RP1 Number of votes Evaluation Total Strongly disagree Disagree Neutral Agree Strongly agree 0 11 97 108 0% 0% 10,2% 89,8% 100% Proportio 0% n (Source: Results of data analysis via survey) Table 2.14: Quick response time to customer feedback RP2 Number of votes Evaluation Tổng Strongly disagree Disagree Neutral Agree Strongly agree 0 101 108 0% 0% 6,5% 93,5% 100% Proportio 0% n (Source: Results of data analysis via survey) Table 2.15: Employees' attitude is always friendly, attentive, and quickly receive information from customers SC Evaluation Total Strongly disagree Disagree Neutral Agree Strongly agree Number of votes 0 12 96 108 Proportio n 0% 0% 0% 11,1% 88,9% 100% (Source: Results of data analysis via survey) Table 2.16: Flexible response to customer needs FL1 Number of votes Evaluation Tổng Strongly disagree Disagree Neutral Agree Strongly agree 0 0 108 108 0% 0% 0% 100% 100% Proportio 0% n (Source: Results of data analysis via survey) Table 2.17: Efficient handling and resolution of issues arising during transportation FL2 Number of votes Evaluation Total Strongly disagree Disagree Neutral Agree Strongly agree 0 16 92 108 0% 0% 14,8% 85,2% 100% Proportio 0% n (Source: Results of data analysis via survey) Table 2.18: Modern vehicle equipment, application of advanced technology T1 Evaluation Total Strongly disagree Disagree Neutral Agree Strongly agree Number of votes 0 24 80 108 Proportio n 0% 0% 3,7% 22,2% 74,1% 100% (Source: Results of data analysis via survey) Table 2.19: Company website is easily accessible, providing sufficient information for customers T2 Evaluation Total Strongly disagree Disagree Neutral Agree Strongly agree Number of votes 0 22 84 108 Proportio n 0% 0% 1,8% 20,4% 77,8% 100% Comment: From the statistical results above, we can see that the majority of customers always expect the best service (strongly agree) This is understandable because, when any of us use a service, we always want that service to be the best, to meet our desires Results of customer satisfaction survey Table 2.20: Delivery on the agreed lead time in the contract R1 Evaluation Total Very dissatisfie d Dissatisfie d Neutral Satisfied Very satisfied Number of votes 34 54 14 108 Proportio n 0% 5,5% 31,5% 50% 13% 100% Comment: Through the table above, we can see that customer evaluation of delivery on time as agreed upon at Viet Logistics Solutions is relatively good when up to 50% of customers are satisfied with the delivery time However, there are still a number of customers who see the delivery time as just normal and want more accurate delivery Table 2.21: Delivery to the specified location R2 Evaluation Very dissatisfied Total Dissatisfied Neutral Satisfi Very ed satisfied Number of votes 14 55 34 108 Proportion 4,6% 13% 51% 31,4% 100% 0% Comment: Through the data table above, we can see that delivery to the right location according to surveyed customers is at a good level with 51% of customers being satisfied and 31.4% of customers being very satisfied Table 2.22: Quick and accurate document processing R3 Evaluation Total Number of votes Very dissatisfie d Dissatisfie d Neutral Satisfied Very satisfied 0 15 55 38 108 0% 13,9% 51% 35,1% 100% Proportio 0% n Comment: It can be seen that customers are satisfied with the company's documents being processed quickly and the information shown on the documents being accurate Table 2.23: Delivery of the correct weight and quantity of goods R4 Number of votes Evaluation Total Very dissatisfie d Dissatisfie d Neutral Satisfied Very satisfied 21 49 21 15 108 19,4% 45,4% 19,4% 13,9% 100% Proportio 1,9% n (Source: Results of data analysis via survey) Comment: The data table shows that customer reviews regarding the delivery of the correct number of scales and packages of goods are at a normal level (45.4%), besides the number of customers who are dissatisfied with the delivery of the correct number of packages accounting for 19.4% shows that this is a target the company must improve Table 2.24: Consistently delivering the right goods R5 Number Evaluation Total Very dissatisfie d Dissatisfie d Neutral Satisfied Very satisfied 0 23 51 34 108