report internship 2 schneider electric viet namorder processing intern

Order Order Order Management OMManagement OMManagement OM • Order Entry: Once the order is received, order entry team will check the price to see whether it is true and process them to

HO CHI MINH CITY - INTERNATIONAL UNIVERSITY SCHOOL OF INDISTRIAL ENGINEERING & MANAGEMENT

REPORT INTERNSHIP 2

SCHNEIDER ELECTRIC VIET NAM

Order Processing Intern

Name: PHAM THI KIM NGOC Student ID: IELSIU18097

Ho Chi Minh City, Viet Nam Dec, 2021

Table of Contents

I Introduction 2

1 History and Milestones 2

2 General Background Information 3

3 Organizational Chart 4

4 Six Business Units (BU) 5

II Purpose Personal goals– 5

III Business Description Customer Satisfaction & Quality Department (CS&Q)– 6

1 General Information 6

2 Order Management (OM) 8

3 Technical Support (TS) 9

4 Customer Service (CS) 9

5 Revenue Generation - CJM Champion 9

6 Customer Experience 10

7 Complain Management 10

IV Tasks 11

1 Order processing Sales Orders, Free-of-charge (FOC) orders (Warranty / Sample / Promotion) – and Credit / Debit Memos 11

2 Delivery Arrangement 15

3 Administration Tasks and Team Support 15

V Conclusion 15

I Introducti Introduction on

1

1 History anHistory anHistory and Milestones d Milestones

a Schneider Electric (SE)

Schneider has gone through four main historical period:

• Beginnings 19 century:– th The Schneider brothers invested in the Creusot foundries and became major players in the steel and machine industry After that, Schneider & Cie entered the electricity market

• Reconstruction Early 20 century: – th

After World War II, our company emerged as a diversified business that quickly expanded into new market, including construction and

electricity

• Evolution Late 20 century: – th

The Schneider Group grew through strategic acquisitions

and focused on the electrical industry, energy operation and innovation technologies

• Today 21 century: – st With a unique portfolio of connected technologies: connected products, edge control and apps, analytics and services, Schneider is the global specialist

in energy operation and automation

b Schneider Electric Viet Nam (SEVN): Historical 25 year milestones –

in Viet Nam

After more than 180 years of continuing dedication,

in depth knowledge and combined strength of –

businesses, SE continues to bring us innovation at

any level SE aims to empower all to make the most

of energy and resources bridging progress and

sustainability for all At Schneider, <Life is On=.

Figure 1: <Life is On= – Maxim of SE

• 1991 1993: – SEVN participated in 500 kV North South Electric Line project.–

• 1994: SEVN established office in HCMC and Ha Noi

• 1996 – 1999: SEVN established CLIPSAL factory in Dong Nai (1996), Medium Voltage –

equipment SM6 & RM6 and APC office in Ha Noi (1999)

• 2001: SEVN opened training center in HCMC

• 2005: SEVN established APC office in HCMC

• 2006 2007: – Clipsal (2006), APC and MGE (2007) became trademark of SE

• 2007 present: – SEVN has been developing the network of 80 distributors and more than

250 stores throughout the country

2

2 GenGenGeneral Background Informatioeral Background Informatioeral Background Information n

a Scale of operation

• 1,000 employees

• 3 offices (Ha Noi, Da Nang and HCMC)

• 1 factory (Saigon High Tech Park)

b Business Partners

• 130 Contractors

• 31 System Integrators

• 30 Generalist Distributors

• 27 Panel Builders

• 19 Specialist Distributors

• 11 Direct OEMs

• 04 IT Distributors

• 02 Industry Automation Distributors

c Business Partners

• 34% Commercial / Industrial Building

• 21% Utilities and Infrastructure

• 16% Data Centers

• 15% Industrial and Machines

• 14% Residential

Figure 2: Schneider Footprint

d Destination Market

• 34% Commercial / Industrial

Building

• 21% Utilities and Infrastructure

• 16% Data Centers

• 15% Industrial and Machines

• 14% Residential

e Direct Customer Mix

• 35% Distribution

• 21% Panel Builders

• 29% Contractors

• 6% Sales

• 5% OEM

• 4% EU

3

3 OrganizOrganizOrganizational Chart ational Chart

Figure 3: Organizational Chart

4 Six BusiSix BusiSix Business Units (BU) ness Units (BU)

Figure 4: Six BUs II.

II Purpose Purpose Personal g ––––– Personal g Personal goals oals

My main goal working at Schneider is to gain working experience in different environments rather than university With limited approach to practical environment, it might be hard to get a well – paid job in the future Therefore, I want to find an appropriate place that I can work out all the knowledge learned in university The working experience will be helpful as it reflects how we apply what we learned and how we can make a living from that

My second goal is to explore how the flow of goods in a supply chain Since Schneider is an international operation and Viet Nam acts as one of main Distribution Center in Southeast Asia, contributing a great proportion to our country’s GDP Therefore, the goods might be imported from different countries, making the goods flow as well as logistics complicated

My third goal is to find out which position suits my expectation I starting to work in downstream

as an Order Processing intern I hope that this internship will serve as a beginning of my career path By working here, I can expand my networking, meet and work with new people, who are experience and expert in this field By working with them, I hope I can learn not only expertise but also the way they work and deal with problems

III Business Description Business Description Business Description Customer ––––– Customer Customer Satisfaction & Quality Satisfaction & Quality

Department

Department (CS&Q) (CS&Q)

1

1 GenGenGeneral Information eral Information

a About CS&Q

Business Hours:

• 8:00am to 5:00pm

• Monday to Friday

• 24/7 for Technical Support

Figure 5:Communication channel of CS&Q

Figure 6: Network of Interaction

We interact both internally and externally, acting as a bridge connecting customers with the organization Regarding external interaction, we communicate with our End-Users, Partners, Direct Partners and Suppliers In term of internal communication, we work with Logistics, Finance, Sales and Product Manager to ensure the order is processed smoothly

The process of E2E Stage involve:

All Customers:

• Power Product

• Industry

• Home & Distribution

• Secure Power

• Power System

• Indirect Customer

All Queries:

• Listen, explore

• Select, inquire, consult

• Get quote, contract

• Get delivered, install

• Operate, maintain

• Stay connected, optimize

b Ambition – Objective – Technology

Ambition: Ensure customers’ needs are met and increase sales performance

Objective: Customer Experience Self Service Adoption Revenue Generation – –

Technology: bFO Database, Customer Voice platform (Transactional Survey, Relationship

Survey), MySE, mySchneider App, FAQ, 247 hotline, Avaya one-X Communicator, Logistic catalogue, Product Selector…

c Organizational Structure

2

2 Order Order Order Management (OMManagement (OMManagement (OM) )

• Order Entry: Once the order is received, order entry team will check the price to see whether it is true and process them to SAP

• Order Administrator: This task is done by manager He/She will track all the order, PR and

PO status to ensure the order flow is smooth

• Billing: Once the goods are available, Billing team will communicate with customers to issue invoices and release Outbound for products

• SEOA Orders

• mySE Access Instruction: mySE is a website where our partners can check the material, – price, standard discount, availability, estimated delivery date and other information related

to their order

Order Management Order Management Manager

Technical Support Technical Support

Manager

Customer Service

Customer Support Manager Customer Experience Development

Revenue Generation Revenue Generation

Manager

Customer Experience

Continuous Improvement ISO Executive

Complain Management

Quality Manager

Issue to Prevent / HSE

3 TechnicalTechnicalTechnical Support (TS) Support (TS)

• Product Consultation: Each member of TS Team is expert in different type of product They can check and consult customer the right way to use the products

• Product Configuration: TS Team can also knowledgeable about configuration of products who can help customers to choose the products that match their expectation

• Issue Resolution

• Warranty & Trouble Shooting: TS Team will receive defective products which are still

in warranty date They will check whether the product can be fixed or it should be replaced with the new one

• Document Submission

• Revenue generation

4

4 CustCustCustomer Service (CS) omer Service (CS)

• Handling general pre-sales & post-sales queries: Stock levels, logistics and basic product information

• Case management

• Revenue generation

5

5 RevRevRevenue Generation - CJenue Generation - CJenue Generation - CJM Champion M Champion

a Revenue Generation

• Follow up/ Nurture leads

• Qualify the potential customers

• Detect Opportunities

• Follow up with sales teams on CCC-detected opportunities to ensure that they are taken care and updated

• Get the feedback up and down streams to increase the success rate of quotation

b CJM Champion

• Understand how to use/ create Customer Journey Mapping (CJM)

• Engage & Coach CJM project leaders through the process

• Support stakeholders to write the project charter

• Monitor the improvements of opportunity progress

• Support to identify the CJM success measurement indicators

6

6 CustCustCustomer Experience omer Experience

a Continuous Improvement

• Built continuous improvement culture within and/or across departments/ functions to improve customer experience, internal efficiency…

• Ensure SE staff obtain awareness of simple tools A3 (PDCA), 8D

b ISO Executive

• Lead Internal Audit based on ISO 9001:2015 standard

• Manage External Audit for renewing SEVN ISO Certification

• Complain Management

• In-charge of all products quality

• Follow up product quality & feedback to plant to improve about quality issue through I2P tool

• Execution of Containment Actions at customers for safety-related recall cases

• Provide Plant ISO certification

7

7 ComplaComplaComplain Management in Management

• In-charge of all products quality

• Follow up product quality & feedback to plant to improve about quality issue through I2P tool

• Execution of Containment Actions at customers for safety-related recall cases

• Provide Plant ISO certification

IV Tasks Tasks

1.

1 Order pr Order pr Order processing ocessing ocessing Sale ––––– Sale Sales Orders, Free-of-char s Orders, Free-of-charge (FOC) orders s Orders, Free-of-char ge (FOC) orders (Warranty / Sa

(Warranty / Sample / Promotion) a mple / Promotion) a mple / Promotion) and Credit / Debit Mem nd Credit / Debit Memos nd Credit / Debit Mem os

❖ Check clean orders with customers before processing to system, especially adaptation

goods (ACB, MVS, etc.)

• SALES ORDERS

There are 2 kinds of Sales Order (SO):

o MySE Order: Customers order by themselves throught MySE website Only Partners have permission to place order, check item availability, standard discount, price list and other information related to materials Contractors are only allowed

to track their orders only

o Manual Order: Customers send orders to Customer Care SEVN

Template

Regarding Manual order, all required information that they need to fill in the form is:

o Purchase Order (PO) Number: PO number must be unique for all orders

o Salesman information: who offers customers information This information is

important as CCC Team will key in sales figure for salesman

o Delivery place: All partners except Project Dealers must have one fixed delivery

address only All the goods will be delivered to the agreed location and Buyers are responsible for unloading cargo from the truck and transfer to storage facility or designated site for installation

o Customer Requested Delivery Date (CRD): This information is one of the most

important blank that customers have to fill in Based on this information, the system will automatically generate Contractual Delivery Date (CDD)

▪ CDD = MAX (Standard Lead Time, CRD)

The CRD must be less than or equal 100 days from the current date If CRD exceeds

100 days, customers have to deposit 20% on the order value

o References and Quantity: CCC Team will not check the Description of Materials

They just processed the provided references to the system If the customers choose wrong materials, they will bear all the risks

o Net price: There are two main kinds of Manual order: Standard order and Special

price (SPA) order

▪ Net price in Standard Order = Price List x Standard discount (K’coeff)

▪ Net price in SPA Order = Price list x Standard discount x SPA%

Once the order is received, CCC will review the price to check whether it is correct

If it is wrong, CCC will inform customer and salesman accordingly

o Configuration file: If customers want to buy configurable product, they must provide BOM file Some materials shall be checked by TS Team

• FREE OF CHARGES ORDERS – –

o Warranty Order: TS Team will receive defective products which are still in

warranty date They will check whether the product can be fixed, or it should

be replaced with the new one If the new ones are required, TS Team will seek for help from OM Team to place orders

o Sample Order: There are two types: Sample for SEVN and Sample for Customers

o Promotion Order

Figure 7: Purchase Order Template of SE

❖ Process the orders to SAP, follow up with Logistics on cancellation / modification or any

special requests Note down all special requests in Sales Orders (SAP / Excel)

When the orders are clean, they will be processed to SAP <Clean= means that all the information

in Purchase Order Template is checked and confirmed by both parties

There are some information that customers can revise after the Orders was processed through SAP

• Within 48 hours (2 working days): All the revision or cancellation requests shall be

accepted Howerver, if any party request to change salesman in charge to another person, it must be accepted by both parties

• After 48 hours (2 working days): Only changes in CRD shall be accepted if new CRD

is still less than 100 days from the SAP processing date Other revisions or cancellation must have approval from relating Stakeholders

All the Purchase Requesition (PR) shall be converted to Purchase Order (PO) by Procurement They are responsible to place order to Vendor When there is a cancellation request, CCC team must work with Procurement and Logistics to check whether goods still can be cancelled or not CCC Team will raise a Complaint/Request (CR) to Procurement team, and they will work with Vendor for cancellation

❖ Raise and follow up MM Creation request at order entry to avoid delay

When there is any reference that is not available in the system, CCC Team need to raise MM creation ticket to create them All the stakeholders involved must finish their phases, then Mater data Team will create that reference in SAP It take 10 to 14 working days for a ticket to be completed

Marketing

team

Transport team

Procurement team

Finance team

Mater Data team