Recommendations that improve service quality and maintain customer satisfaction...16Fishbone Diagram of the Consultancy Report for Viettel Network Operator...17III.. Based on this data,
FOREIGN TRADE UNIVERSITY FACULTY OF INTERNATIONAL EDUCATION -*** FINAL INDIVIDUAL REPORT Subject: Operations and Project Management Topic: “CONSULTANCY REPORT FOR VIETTEL TELECOM” Student Name : Phạm Đức Hưng Student ID Class : 2205003050 : F-UON-M5A Instructor : Dao Minh Anh (PhD.) Score (in number): Examiner 1: Score (in words): Examiner 2: Hanoi, 2023 T A B L E OF CONTENT Contents I INTRODUCTION The rationale of this project? Why are you doing this report? II MAIN CONTENT Part A: Introduction to project team members Work Break Down Structure for The Consultancy Report for Viettel Network Operator Part B: Project Scheduling The Gantt chart for the Consultancy Report for the Viettel Network Operator Part C: Market Survey 10 Introduce the purpose of doing the market survey and prepare a survey questionnaire 10 The questions and criteria of survey 10 Part D: Data Analysis and Recommendation 12 Discuss and analyze survey data 12 Recommendations that improve service quality and maintain customer satisfaction .16 Fishbone Diagram of the Consultancy Report for Viettel Network Operator 17 III CONCLUSION .20 IV REFERENT AND WORD COUNT 22 I INTRODUCTION To: Board of Directors – Viettel Telecom The report is written to customer satisfaction with the use of Viettel’s mobile network packages today The report includes parts A B C D which are an Introduction to project team members, project scheduling, a market survey, and data analysis and recommendation respectively Specifically, the contents of part A are the introduction of team members and the work breakdown structure for each work in this project In part B, we plan for project scheduling by Gantt chart to set up and estimate the total time for completing this project The following part is part C describes the information of the market survey Finally, we will use the data and figures collected from the market survey to analyze it and give some recommendations Based on this data, we can reach out to some problems existing in Viettel’s mobile network and mention solutions to promote service quality on customer satisfaction in the Viettel network operator The rationale of this project? This report seeks to give a complete analysis and strategic recommendations to optimize Viettel’s performance and customer satisfaction when experiencing the Viettel network operator This project’s logic is: Improving Network Performance: Improving network performance is essential for offering high-quality telecommunications services As a network operator, Viettel must ensure that its network infrastructure is efficient, dependable, and capable of meeting customers' increasing demands This project will evaluate the current network infrastructure, identify areas for improvement, and make recommendations to increase network performance, capacity, and scalability Why are you doing this report? The reason to this report is to improve the Customer Experience: Client satisfaction and loyalty are highly dependent on a pleasant client experience This project attempts to discover pain points and places where the customer experience may be enhanced by studying customer comments, complaints, and expectations connected to Viettel's network services The recommendations will centre on improving network dependability, coverage, and service quality to create a better customer experience II MAIN CONTENT Part A: Introduction to project team members I'm Hung, also the leader of the MS team including Harry, Hermione, Lucy and myself Harry is responsible for the Initiation steps of the program First of all, we must discuss with the directors how to implement the report and listen to the opinions and views of the directors so that the report goes in the right direction Next, Hermonie is responsible for the Planning section, analyzing the overall situation of Viettel Telecom, SWOT and setting specific goals according to each timeline She builds a WBS to ensure all components are identified and accounted for Then, progress information will be updated regularly via Plan Development The next step is Execution which will be my responsibility I develop a survey based on the criteria that Hermonie has pre-determined, then collect data to find problems, situations and factors that need improvement To describe more generally, I developed Ishikawa to specifically describe the problems and solutions for each problem Then provide detailed solutions afterward Next, Lucy will have an important role in the Control Phase, she will monitor each step implemented, manage risks to ensure report quality, and then plan specific costs In the final step, we will check back together and present the lessons we learned through the report Harry Hermonie Hung Lucy All member Initiation Planning Execution Control Close Specifically, we will use the WBS TREE Diagram to express a detailed work breakdown structure in this project Work Breakdown Structure Tree Diagram is a visual, hierarchical and deliverable-oriented deconstruction of a project It is a helpful diagram for project managers because it allows them to break down their project scope and visualize all the tasks required to complete their project Work Break Down Structure for The Consultancy Report for Viettel Network Operator Consultancy report for Viettel Telecom Initiation Planning Execution Control Close Report To Directors Needs Assessment Data Collection and Analysis Progress Tracking Deliverable Acceptance Project Identification Goal Settings Ishikawa Development Issue and Risk Management Lesson Learned From Project Project Scope Defination WBS Development Recommendations Quality Assurace Communication Plan Development Budget and Cost Control Document continues below Discover more from: Operation and Project… OPM2022 Trường Đại học… 39 documents Go to course Chapter 30 Operation and Project… 100% (1) Tesla case study guidelines Operation and Project… None Chapter OM Productivity Operation and Project… None Group vinamilk 44 Operation and Project… None Mock ques Operation… Operation and Project… None 350-355 - ádasdasd Operation and Project… Initiation Report to Director: This step involves engaging in discussions with the BOD to understand the expectations for the consultancy project It helps align the project objectives with the organization’s vision and gain their support Project Identification: This step involves identifying the need for the quality service of Viettel network operators It includes understanding the specific issues or areas that require improvement or optimization Project Scope Definition: In this step, the scope of the consultancy project is defined, outlining the specific objectives It helps set clear expectations and ensures all stakeholders understand the project’s focus Planning Needs Assessment: This step involves conducting a comprehensive analysis of Viettel Telecom’s current state, SWOT It includes reviewing existing processes, and systems through surveys Goal Setting: Clear and measurable goals are established based on the needs assessment These goals align with Viettel Telecom’s objectives and provide steps for the projects WBS Development: The project is broken down into smaller, manageable tasks and subtasks in this step The WBS helps in organizing and structuring the project activities, ensuring all components are identified and accounted for Communication Plan Development: A communication plan is devised to ensure effective and timely to ensure effective and timely communication among the project’s members Execution None Data Collection and Analysis: This step involves gathering relevant data through surveys The data is then analyzed to identify patterns, trends, and areas for improvement Ishikawa Development: Based on the findings from the data analysis, the Ishikawa diagram, also known as a fishbone diagram or cause-and-effect diagram, is developed The Ishikawa diagram helps visually represent the potential causes contributing to a specific problem or outcome Recommendation: Based on the findings from the Ishikawa Diagram, customized recommendations are designed to address the identified causes and improve the situation This recommendation may involve process improvements, technology implementations, training programs, or others Control Phase Progress Tracking: Regular monitoring of project progress is done in this step to ensure that activities are on track and aligned with the project schedule and objectives Issue and Risk Management: Any issues or risks that arise during the project are identified, assessed, and managed to minimize their impact on project outcomes Mitigation strategies are implemented to address these challenges Quality Assurance: Quality assurance activities are conducted to ensure that the project deliverables meet the defined standards and requirements This includes regular reviews and testing Budget and Cost Control: Monitoring and controlling project costs are done in this step to ensure that the project remains within the allocated budget Any deviations are identified and managed approximately Close The project deliverables are reviewed and accepted by the BOD based on the predefined acceptance criteria Any necessary adjustments or final approvals are obtained Lessons Learned from Project: Lessons learned from the project are documented to capture key insights, successes, challenges, and recommendations for future projects Part B: Project Scheduling To describe each step specifically and avoid missing any step, we use a Gantt chart to describe the timeline for this project A Gantt chart is a commonly used graphical depiction of a project schedule It's a type of bar chart showing the start and finish dates of a project's elements such as resources, planning, and dependencies The Gantt chart is the most widely used chart in project management These charts are useful in planning a project and defining the sequence of tasks that require completion The Gantt chart for the Consultancy Report for the Viettel Network Operator First, we must report to the directors to discuss implementation issues including the vision and direction of the report, then we will define goals, develop the WBS, and discuss further with team members to optimize work efficiency We then conduct market research through survey income data, then show it specifically through the Ishikawa model, so we will have a solution for each problem At this point, we will review the entire process, risk management, and quality management and establish necessary costs After that, we will send it to the board of directors for comments and decisions Finally, we will draw lessons from this report Part C: Market Survey Introduce the purpose of doing the market survey and prepare a survey questionnaire In the current 4.0 era and moving towards 5.0 later, information plays an important role in daily life Realizing this, people increasingly want to receive information as soon as possible to meet their personal goals As a member of the consulting team for the Viettel network, I am responsible for finding problems in customer experience to improve service quality For that purpose, our team created a survey called: CUSTOMER SATISFACTION WITH THE USE OF VIETTEL'S MOBILE NETWORK PACKAGES TODAY, the survey consists of parts, the first part will collect personal information of users who have used Viettel network services including Name (optional), gender, age Besides, the next section will include questions about user satisfaction The questions and criteria of survey Convenience: The services provided are easily accessible Reliability: I can rely on the services to meet my needs Responsiveness: The staff is prompt in addressing my inquiries or concerns Time: I don't have to wait a long time to receive assistance Assurance: I feel confident in the organization's ability to provide quality services Courtesy: The staff treats me with respect and politeness Tangible: The data and resources provided are of high quality Consistency: The My Viettel app maintains a high level of performance feel satisfied with the overall service experience Expectancy: I feel satisfied with the overall service experience Questions are evaluated based on the Likert Scale (1 typical ordinal scale) with levels (extremely disagree, disagree, neutral, agree, extremely agree), after similar questions, finally they can evaluate and suggest advice by my open-ended question (Do you have any recommendation to improve your experience using in Viettel network operator?) to improve the quality experiences of users To collect data related to the user satisfaction survey when using the network from the Viettel network operator My team has created a survey form called: Customer Satisfaction with the use of Viettel’s mobile network packages today with two main methods to collect data “convenience sampling” and “purposive sampling” With the “convenience sampling” method, my team sent it to my relatives and students, especially Gen Z friends who often use the internet of the Viettel mobile network This not only helps us to target the audience but also helps us shorten the time of data collection to improve the customer experience when using the internet In addition to this, “purposive sampling” is a method that helps my team to select the best data from the responses of the survey respondents, who can provide us with the most intuitive data and make informed decisions, and opinions seriously This paved the way for the enhancement of the data that we wanted to collect from the people around me To make it easier for my friends to access the survey form, we used Gmail and Messenger with a request and thanked them for taking the time to help us complete the data After submitting the survey form to 40 people I received 33 direct responses from my friends Of those 35 responses, most of them were completed seriously and completely, however, there were still some responses that failed or did not complete the required data on the form After the process of cleaning data, our final sample includes 33 observations Part D: Data Analysis and Recommendation Discuss and analyze survey data Demographics of respondents Table 1.1: Demographics of respondents Gender Male Female Other 48.5% 45.5% 6.1% Age 18–25 years old 25–35 years old Over 35 years old 87.9% 3% 9.1% First, when asked about gender, the respondents’ figures for males and females were 48.5% and 45.5% respectively, while respondents' answers for others were 6.1% Next, when the respondents were asked about age, among 33 respondents, most of the respondents who filled in the data survey were people aged 18 to 25 years old, approximately 87.9% The number of people 25 to 35 years old is 3%, though the same figure for people over 35 years old was 9.1% Descriptive statistics Table 1.2 Average Convenience Reliability Responsiveness Time Assurance Courtesy Tangible Consistency Expectancy No 5 No 4 5 3.66 No 5 4 4.33 No 4 4 4 4.33 No 5 4 3 3 3.55 No 4 3 2 3.22 No 3 2 2.66 No 1 1 1 1.11 No 1 1 1 1 1 No 10 5 3.22 No 11 3 3 3 3 3 No 12 4 3 3.66 No.13 1 1 1 1 1 No 14 4 4 3.66 No 15 4 4 4 3.77 No 16 4 4 4 4 4 No 17 4 3.55 No 18 4 4 4 4 4 No.19 3 1 2.33 No 20 5 5 5 5 5 No 21 5 5 4.11 No 22 4 4 4 No 23 4 4 5 No 24 4 3.66 No 25 4 4 5 No 26 3 5 3.88 No 27 4 4 4 3.77 No 28 3 3 3 3 3 No 29 4 3 3.33 No 30 1 1 1 1 1 No 31 3 3 3 3 3 No 32 3 3.33 3.66 No 33 4 4 Average 3.39 3.33 3.33 3.42 3.33 3.15 3.33 3.27 3.42 Max Score: 5, Min Score: Max Score Average: 3.42, Min Score Average: 3.15 Through the Likert Scale method from extremely disagree to agree, it will be converted from a scale of to so we can easily analyze the data and get the correct answer Indices greater than or equal to will be considered positive and temporary indicators, on the contrary, less than can be considered negative indicators, showing dissatisfaction with the service quality Viettel 4G network In general, we can see that most received positive feedback through data collected from the survey Specifically, with 33 respondents, we received 28 responses with their average rating for the criteria mentioned being greater than However, we see responses with a negative average score The average rating for Viettel is under 3, with reviews saying that Viettel 4G service is very bad, only point, the rest are over points To be more specific, we will analyze the evaluation score for each criterion after synthesizing the 33 responses The average rating for the two criteria Time and Expectancy is the highest with approximately 3.42, with only 12.12% of responses giving a low score below about the Viettel 4G service In contrast, the criterion with the lowest score is Courtesy, with only 3.15, only 70% of the responses received said the service was good and stable Meanwhile, the following criteria have the same score of 3.33 as Reliability, Responsiveness, and Tangible The rating for Convenience is also quite high at 3.39 Next are the scores for Assurance and consistency which are 3.30 and 3.27 respectively Chart 1.2: With your views, would you recommend the Viettel mobile internet packages to your friends or acquaintances? 15.20% Yes No 84.80% In chart 1.2, when asked about the opinion question, the focus of the question is would you recommend Viettel to your friends and colleagues? Of the 33 responses I received, 84,8% of the respondents said that they would recommend this service to their friends and colleagues However, there are 15.2% of respondents don’t claim that they will introduce this service to friends Chart 1.3: Do you think Viettel is the leading network operator today in Vietnam? 6% Yes No 94% Through the data obtained in chart 1.3, we see that most users are satisfied and think that Viettel is the leading network operator today in Vietnam when up to 94% of the responses are positive out of a total of 33 responses In parallel with that, the small 12% disagree in this sector At open-ended questions, many people say they are not satisfied with security when they are concerned about spam messages and spam service calls This is considered a serious issue under assurance criteria Recommendations that improve service quality and maintain customer satisfaction After analysing it through a survey, we will use the Ishikawa diagram to scientifically describe the problem and its causes An Ishikawa diagram is designed to show the potential causes of a specific event or process It is commonly used in product development to brainstorm and outline the different steps within a given process, allocate resources, and determine whether quality control issues are likely to arise Fishbone Diagram of the Consultancy Report for Viettel Network Operator Through the survey and Ishikawa diagram, the criteria that are not bringing customer satisfaction with Viettel 4G network services are Courtesy, Consistency and assurance criteria These are the two criteria that receive the lowest customer satisfaction scores with an average score of only 3.15 and 3.27 First about the Courtesy criteria, when asked about the staff's attitude, whether they are respectful and polite enough when taking care of customers, some respondents said they did not receive respect and rated it at to Next about the Consistency criteria, when asked about whether the My Viettel Application maintains high performance and provides a good overall experience, a few respondents said that it is not very good to use and lags when used at some point Finally, about the Assurance criteria, we received many negative respondents about being disturbed by spam messages, and spam call services The problems in the above criteria need rapid improvement to improve service quality and user service experience Therefore, our team proposes solutions to solve the above three problems and the budget preparation to improve it: *Courtesy: 10000$ - Customer Service and Staff Training: Implement thorough training programs for customer service representatives, with a focus on enhancing communication skills, product knowledge, conflict resolution techniques, and crisis management Emphasize the significance of empathy in understanding and addressing customer concerns effectively - Transparent Communication Channels: Establish easily accessible communication channels for customers to reach out to Viettel's customer support, such as Gmail, online platforms, or social media channels Regularly review and analyze customer feedback received through these channels and take appropriate actions to address any recurring issues promptly *Consistency: 20000$ - Regular Maintenance and App Version Updates: Establish a consistent schedule for app maintenance and optimization Allocate resources and assign a dedicated team to monitor, maintain, and enhance the performance of the My Viettel app - Communication with App Users: Maintain transparent and open communication channels with users of the My Viettel app Proactively inform users about any known performance issues and provide estimated timelines for issue resolution This helps manage user expectations and builds trust in the company's commitment to delivering a high-performance app - Optimization of User Experience: Continuously work towards improving the user experience of the My Viettel app Conduct user research, gather feedback, and implement iterative enhancements to the app's interface, navigation, and overall usability Streamline processes, eliminate unnecessary steps, and ensure a user-friendly and intuitive design *Assurance: 20000$ - Educating and Raising Awareness among Users: Carry out awareness initiatives and distribute educational resources to inform users about the dangers associated with spam messages, and educate them on how to recognize and report such messages Encourage users to exercise caution when sharing personal information and promptly report any suspicious messages they receive - Two-Factor Authentication (2FA): Advocate for the adoption of two-factor authentication as an added security measure By implementing 2FA, users will benefit from an additional layer of protection, ensuring that only authorized individuals can gain access to their accounts *Risk cost when implementing solutions: 12000$ *Total cost for the entire solution: 62000$ Viettel can also apply the ISO 10002:2018 standard ISO 10002:2018 is an international standard that provides instructions for businesses to build an effective customer care system, especially how to receive, handle and evaluate when problems arise complaints from customers To resolve complaints most effectively and quickly, contributing to a perfect customer experience This standard addresses the following aspects of complaints handling: - Enhance customer satisfaction by creating a customer orientation with an open mechanism for feedback (including complaints), resolving any complaints received and improving the capacity of the organization to improve products/services, including customer service - Top management engagement and commitment through allocation and deployment of resources (including human resource training) - Identify and address the needs and desires of the complainant - Provide an open, easy-to-use complaints process for customers - Analyze and evaluate complaints to improve product and service quality (including customer service) - Evaluate and check the complaint handling process - Review the effectiveness and efficiency of the complaint-handling process III CONCLUSION After completing the consultancy report, here is what we have done so far: Conducted research and gained an understanding of the Viettel network operator's operational model and specific requirements Analyzed in detail the project phases and activities