intership report on the improvement of quality management process atvica consultants international ltd

Nguyen Thanh Hai o Number of staff: 22 people - History of Establishment and Development of VICA Consultants International Ltd: VICA Consultants International was officially founded in 2

UNIVERSITE DE NICE SOPHIA ANTIPOLIS

INTERSHIP REPORT ON THE IMPROVEMENT OF QUALITY MANAGEMENT PROCESS

AT VICA CONSULTANTS INTERNATIONAL LTD SUMMITED BY: NGUYEN PHUONG THAO

Instructor : Dr Le Thanh Binh

Student : Nguyen Phuong Thao

Class : Master Affaires et Management International Student Code : CH0120

UNIVERSITE DE NICE SOPHIA ANTIPOLIS

INTERSHIP REPORT ON THE IMPROVEMENT OF QUALITY MANAGEMENT PROCESS

AT VICA CONSULTANTS INTERNATIONAL LTD SUMMITED BY: NGUYEN PHUONG THAO

September 2017

Supervisor : Ph.D Le Thanh Binh

Class : Master Affaires et Management International

INTERSHIP REPORT ON THE IMPROVEMENT OF QUALITY MANAGEMENT PROCESS

AT VICA CONSULTANTS INTERNATIONAL LTD SUMMITED BY: NGUYEN PHUONG THAO

ACADEMIC SUPERVISOR

MRS Le Thanh Binh , Ph.D

Director of International Relation Department

Thang Long university

COMPANY SUPERVISOR

Ms Pham Thu Trang Office Manager VICA Consultants International Ltd

ACKNOWLEDGEMENT

First of all, I would like to express my deep gratitude to Mrs Le Thanh Binh who has

supported me to complete this report on “THE IMPROVEMENT OF QUALITY MANAGEMENT PROCESS” I was received great supports and valuable advice to undertake my research

Secondly, I would like to send my sincere thanks to Mrs Pham Thu Trang- my office manager in VICA Company who has given great source of knowledge and helps to me through the internship time Under her instructions, I have realized the importance of quality management in the business and am able to clarify the current problems facing the company

Furthermore, I am highly thankful to my all co-workers in the company that provided

me great assistance in this time period They greatly supported and shared various knowledge and experience during my internship

Last but not least, I wish to send my thanks to all the professors who taught me in the AMI Course as well as my friends, my family for their support, encouragement and understanding I have gained more motivations to complete my research and MBA course

ABTRACT This report is the result of my internship period at VICA Consultants International Ltd – a Vietnamese consulting company This internship lasted for 4 months from April to August

2017 It was a good opportunity for me to learn more about projects conducted in Vietnam to strengthen the socio-economic situation and to improve the standard of living of people

Moreover, I had a chance to broaden my knowledge in quality management process under the instructions by Mrs Pham Thu Trang- the office manager in my department I was

so grateful to be guided by her dedicated ways and professional knowledge in quality management

It is obvious that this report shows the overall images of organization, financial status and the problems of quality control process facing the company that need improving in the future

What’s more, I shall to analyze the data and information to clarify more about the current situation in quality management of the company which have detrimental effects to the business’s result in the long run

Finally, I will find out my achievements and shortcomings during my internship in the company and create some ways to improve these problems in order to achieve a better business’s performances for the company and gain more potential to compete to the rivals in the market

TENTATIVE TABLE OF CONTENT

CHAPTER 1: OVERVIEW OF VICA CONSULTANTS INTERNATIONAL LTD

1 An introduction of VICA Consultants International Ltd – History of Establishment and Development

2 Basic Financial Data

CHAPTER 2 : VICA CONSULTANTS INTERNATIONAL LTD COMPANY STRUCTURE AND ORGANIZATION CHART

1 The Organization Structure of VICA consultants international Ltd Company

2 The Intern’s Position

CHAPTER 3: THE MISSION: ASSIGNED TASKS AND GOALS

3.1 My duties and responsibilities

3.2 The link between the Subject matter and my mission in the VICA Company

3.3 The goal I was asked to reach

3.4 What I can bring to the company

3.5 The theoretical knowledge acquired during the academic year in Master AMI that I can put into practice during my internship

CHAPTER 4: THE DEVELOPMENT OF THE PROJECT

1 Quality Management Process Analysis

2 SWOT Analysis

Chapter 5: CONCLUSION AND RECOMMENDATIONS

5.1 Achievement of the internship

5.2 Shortcomings of the internship

5.3 Recommendations

5.4 Conclusion

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CHAPTER 1:

OVERVIEW OF VICA CONSULTANTS INTERNATIONAL LTD

1 An introduction of VICA Consultants International Ltd – History of Establishment

and Development

- General information:

o An Organization’s name: VICA Consultants International Ltd Company,

o Abbreviated name: VICA

o Head Office’s address : 26 Floor, 164 Khuat Duy Tien Street , Thanh Xuan District, Ha Noi, Vietnam

o Tel: 04 3792 3048

o Fax: 04 3782 3047

o Email: info@vica.com.vn

o Website: www.vica.com.vn

o Director: Mr Nguyen Thanh Hai

o Number of staff: 22 people

- History of Establishment and Development of VICA Consultants International Ltd:

VICA Consultants International was officially founded in 2001 with the total authorized capital of VND2 billions

VICA is considered as one of the leading consulting firms in the investment and development areas providing services in several fields such as water, environment, infrastructure, agriculture, energy and other relevant social issues

The company employs 500 associate consultants and 100 professional international consultants in different aspects from training institutions, businesses and other major non-governmental organizations Most of their staff enjoy research and work experience overseas with international organizations and academic institutions As for the consultants, they can provide insights into different aspects of rapidly changing regional economies owing to their working experience in working with government ministries, think tanks, research centers, universities, and international organizations The Board of Strategy Consultancy of VICA also comes from America, Canada and Australia with more than 30 years of experience

It is believed that VICA is on the road to success in providing the excellent and reliable services to the partners due to their core values, including the creativity and passion

of staff and the wide range of experience in project implementation Based on their

commitments, VICA continuously makes great effort to satisfy the customer’s demands and

to improve the poor life

VICA is looking forward to become the leading enterprise in project investment and implementation in the country and the region as well as to create a dynamic working environment and the creativity in order to deliver the best and excellent service to address the client’s issues and to bring a better life for the poor

a) Main business areas

Since its foundation in 2001, VICA International Consultant Limited Company mainly provides reliable and high-quality consulting services on management and technique for international corporations, public, private and non-governmental organizations as well as private enterprises?? in variety of projects

Additionally, VICA is a regular service provider to major donors such as World Bank, Asian Development Bank, French Development Agency, UK Department for International Development, DANIDA, CIDA and UNDP VICA also cooperates with major international consulting firms such as ANZDEC (New Zealand), Black & Veatch Inc (United States), Cardno Agrisystems (UK), Ernst & Young Inc (U.S.), etc

The major duties of each areas are implemented by VICA will be demonstrated as followings:

Various activities in different sectors

 Water

Activities:

Comprehensive project management

Project formulation, feasibility study and evaluation for rural and urban water supply and sanitation, water, waste- water treatment projects, and water resources and irrigation projects

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 Environment

Activities:

Feasibility study, basic design, and master plans design

Project formulation, water resources management, flood management, private sector participation

 Infrastructure

Activities:

Preparation of investment plans, feasibility studies, preliminary designs

Technical design and construction detailed design

 Agriculture

Activities:

Integrate rural development

Socio-economic survey and project design

 Energy

Activities:

Provision of senor consultants and engineers in various fields to conduct feasibility study Consultancy solution in energy efficiency

Some projects have taken place by VICA so far:

 HOA BINH POVERTY REDUCTION PROJECT, WB/DFID – Project End Evaluation

Their services provided for this action included: (i) Summarize output of activities in the 5th component of the Project, compare with approved Feasibility Project; (ii) Identify and analyze project impacts on the development process of beneficiary areas and neighborhood areas; and (iii) Clarify strength and weak points of the project, decisive factors for the success or failure

The Project consists of 4 components: Component I: Building capacity to implement decentralized development approach; Component II: Production support; Component III: Small- scale infrastructure development; Component IV: Project management

The project will be implemented in 9 districts, of which, 5 in Ha Giang and 4 in Quang Binh Total number of communes is 93, of which 45 in Ha Giang and 48 in Quang Binh

 IMPROVING ODA EFFECTIVENESS THROUGH PARTNERSHIP INITIATIVES, ADB TA-3476 VIE

ADB resumed its operations in Viet Nam since 1993 Since then, a lot of progress has been made in terms of issuing Government regulations on project preparation and processing, most notably with the recent Decree 17/CP issued in May 2001 However, these regulations are scattered and in many cases are not harmonized with ADB procedures Therefore, the Government and ADB have agreed to cooperate in the preparation of a Manual, which will cover both Government and ADB regulations, to facilitate the task of Government officials and ADB staff engaged in project processing It is expected that the manual will reduce the time needed for project processing and improve the quality at entry of projects

2 Basic Financial Data

The Financial Data dated on December 31, 2016 is described as follows:

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BALANCE SHEET DECEMBER 31, 2016

Contributory tax

payer:

VICA Consulting Company Ltd

Currency: Viet Nam

Dong

I I Cash and cash equivalents 1,296,418,478 12,228,175,205

CHAPTER 2 : VICA CONSULTANTS INTERNATIONAL LTD COMPANY

STRUCTURE AND ORGANIZATION CHART

1 The Organization Structure of VICA consultants international Ltd Company

Fig 1 The Organization Structure

 The Chairman of the Members Council

 To provide the leadershop

 To ensure the company operate effectively and efficiently

 To approve and monitor the company’s strategies, policy and business plan

 Director of the company:

Being the leader in all activities of the company overall business process of the company and

be responsible for the Quality Management System, the duties are as follows:

 Prepare, approve policies and quality objectives

 Provide the resources needed to maintain the quality management system

 Manage leadership reviews on quality management systems

 Assign responsibilities and tasks to department heads

 Select subcontractors, experts, equipment

 Approve the implementation plan of the consultancy project

Deputy Director in Finance and Accounting

Project Management Department

Water and Environment Department

Infrastructure Department

Project

Development

Department

Accounting and Admin Department

Bidding Department

Director

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 Deputy Director in charge of business development

 Manage the work as assigned by the company’s director

 Directly lead the Business Development Department to operate effectively and follow the procedures set forth by the Quality Management System

 Deputy Director for Research and Operations

 Manage the work as assigned by the company director

 Direct implementation of the project implementation and follow the processes set out

by the quality management system

 Deputy Director in charge of finance and accounting

 Manage the work as assigned by the company director

 Direct leadership of the Accounting and Administration Department is effective and follow the processes set forth by the Quality Management System

VICA is organized into different departments, which implemented from 3 specific areas:

i Project Development

ii Project Implementation

iii Accounting and Administration

The company has 01 general director, 03 deputy directors in specific areas, 7 specialized departments together with 05 head of departments and 22 employees

 Project Development Department

 Plan, organize customer search, introduce the company's services to customers

 Track customer feedback and complaints about service quality

 Be sure to understand the requirements of the customer before signing the contract

 Identify market research strategies and annual market research plans

 Drafting of economic contracts

 Bidding Department Department

 Organize bidding for consultancy services

 Participate in other professional activities as assigned by the Company Director

 Training staff in the proficiency in the form of bidding for consultancy and making bids

 Society Department

 Perform tasks as assigned by the Company Director

 In charge of Social Department and direct staff in the department to carry out tasks related to their department in the company to ensure the highest professional quality and comply with QMS

 Project Management Department

 Perform tasks as assigned by the Company Director

 Take charge of Project Management and direct the staff in the department to carry out the work related to their department within the company to ensure the highest professional qualification and to comply with QMS

 Water and Environmental Department:

 Perform tasks as assigned by the Company Director

 Responsible for water and environment department and instruct staff in the department

to carry out tasks related to their own departments in the company to ensure the highest professional quality and comply with QMS

 Infrastructure Department:

 Perform tasks as assigned by the Company Director

 In charge of the Infrastructure Department and direct the staff in the department to carry out the work related to their department in the company to ensure the highest professional quality and comply with quality management system

 Administration – Accounting Department:

 Identify the qualification requirements for the staff

 Plan annual training

 Organize training, implementation and monitoring of training results

 Implement economic measures to encourage staff to improve productivity and quality

of service

 Consider and recommend the decision to handle violations of labor discipline and compliance with the regulations of the company

 Resource planning; Human resource records of the Company

 Manage the infrastructure of the Company

 Delivery of dispatch, arrival

2 The Intern’s Position

During my internship period, I have worked as a project assistant as well as an interpreter in the Project Management Department of VICA Company

This department combined 4 working staff and Ms Nguyen Thu Trang has been working as an office manager She manages the activities of its department effectively and efficiently with many years of experience At the same time, she has been guiding me to do this research and to clarify the main existing problems of quality process facing the company

CHAPTER 3: THE MISSION: ASSIGNED TASKS AND GOALS

3.1 My duties and responsibilities

During my internships, I work as an interpreter and project assistant in the Project Management Department of VICA Company

My duties and responsibilities are involved:

 Supporting the international consultants and internal partners to process various administrative activities and to run the project smoothly

 Translating documents for some projects

 Interpreting during the meeting between the manager and partners

 Assisting the project manager in paying salary and other expenses to partners and international consultants per month

3.2 The link between the Subject matter and my mission in the VICA Company

Over the time of being project assistance, I realize that service quality management is considered as the most prominent factor to promote the success in project management that leads to the great development of VICA Company

During this time, I had a chance to be an interpreter for the consultants in the meeting with clients, thus I gained more knowledge in different areas of environment, gender equality, poverty in Vietnam In addition, working as an assistant manager provided me a better understanding in the payment process and helped me know why it was so important to the quality management of the organization If it works ineffectively, it may bring out negative impacts to the business’s performance and results

Thanks to the period of internship, I have an opportunity to access the working process and environment in the company to recognize some particular problems that may arise during the management process As VICA is the consulting enterprise cooperating with several big clients such as World Bank, ADB so the service quality is one of the most important criteria to evaluate the success of each project

Realizing the most concerned issues such as payment process and working environment, working facilities encourages me to write this report to improve the current condition in the company

3.3 The goal I was asked to reach

I have been learning about business management and how to manage properly a company during my studying Therefore, some following points I try to reach:

o Well understanding the VICA Company: its organizational structure, business activities, business cooperation in the company and with partners and clients

o Well understanding business of Project Management Department,

o Identifying and clarifying the main issues influencing service quality of the VICA Company such as:

- Payment process for consultants and employee in the company

- Working environment problem

- Working facilities

o Creating invoice documents and the payment preparation of payment

o Proposing solutions to improve service quality of the company

3.4 What I can bring to the company

I can bring to the company a comprehensive look on the service quality management

of the company and then may give some suggestions for innovation, namely:

- Research on the quality management process as well as the working environment is carried out carefully After that, I may identify some prominent factors that affects directly to the profit of the company as well as the inefficient in the process of management

Therefore, I may clarify these issues and find better solutions to deal with these concerns, which bring more benefits to the company in the future

- Clarifying payment process errors, I may provide another way to help the company

to avoid similar mistakes

- Dealing with the working environment, it might assist the employee to work efficiently than ever before that improve the productivity towards the company Each employee may access to the better conditions that encourages and promotes them to devote more their effort in the success of not only the project but also the company

3.5 The theoretical knowledge acquired during the academic year in Master AMI that I can put into practice during my internship