ĐẠI HỌC QUOC GIA HÀ NỘI TRUONG QUAN TRI VÀ KINH DOANHNGUYEN THANH HIEP BUILDING AND COMPLETING CORPORATE CULTURE AT LOTTE SHOPPING VIETNAM COMPANY UNDER THE INFLUENCE OF MULTINATIONAL CU
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Author Martin (2015) defines corporate culture as meaningful patterns that link diverse expressions of culture together, in harmony or sometimes conflict between groups within the enterprise, sometimes in a web of ambiguity, paradox and contradiction [30] From the perspective of organizational psychology and in comparison with the concept of organizational climate, Schneider (2017) interprets corporate culture as shared values and basic assumptions that explain why businesses do what they do and focus on what they focus on?
According to A.William, P Dobson and M Walters: "Corporate culture is the beliefs, attitudes and values that exist commonly and are relatively stable in an enterprise." Corporate culture is expressed through the way a business operates and its products, creating the unique identity of each business Culture is people, so the power of culture lies in promoting the power of people Many businesses today have realized that: "Every business, whether manufacturing or service, is operated by a team of people These people will be the strength or competitive advantage that is difficult to copy, or these people will be the weakness that pushes back or slows down the development of the business" [32].
Author MacQueen, 2020, studies the tendency to use this definition from scholars influenced by the field of anthropology - mainly based on observing a group and recording what is seen - to study corporate culture [29] This is the content that current research often uses Observation in small groups, tracking changes and recording are evidence to make accurate judgments about corporate culture.
In order to understand and create a foundation for research in Vietnam, Nguyen Manh Quan (2012) describes corporate culture as a creative product of a business including methods of operation and expression in the organization [11] This shows that the business's operating methods are important, from the way of implementing actions, the way of organizing the management apparatus, and the
THEORETICAL BASIS OF CORPORATE CULTURE
RESEARCH METHODS 5 1111k việt 39
Research process nh
Secondary data was surveyed by the author from documents and materials of Lotte Shopping Vietnam company and textbooks and references in the field of corporate culture from the Internet and from the library.
Method of Survey Form Selection: Due to time limitation and the headquarters of Lotte Shopping units of Vietnam are scattered in many locations in Hanoi In addition, in the same location, many officers and employees working in shifts, which leads to the author cannot meet many people at the same time and cannot conduct a survey of all employees of the unit.
Therefore, the author selected a sample to conduct the survey To ensure the tule of having a sufficient number of collected samples to ensure quality for each subject taking questionnaires for analysis), the author took survey samples including:
- 5 surveys for senior managers (Company managers).
- 10 surveys for middle level managers (team leaders).
- 165 surveys for officers and employees of member units.
Thus, the total number of surveys issued is 180.
In each group of subjects, the author randomly selected The scale of the survey is not large due to limited time and human resources for implementation.
- The survey and in-depth interviews was conducted from January 2023 to April 2023.
- Survey format: Most of the votes from officials and employees in Hanoi were obtained from directly meeting and discussion with the author.
At the Company's affiliated units in Hanoi Some other cases were interviewed by phone to obtain investigation results.
3.1.3 Select research criteria and develop research instruments
The research criteria are determined based on the main contents of corporate culture presented in section 1 Theoretical basis of chapter 1 Accordingly, the author divides them into the following main groups of criteria according to the structure of corporate culture of Edgar H Schein:
Criteria group related to the tangible structure of the enterprise includes: architecture, language, technology and products, works of art, costumes, Word of mouth, customs, formality, activities, decoration systems, costumes, internal customs, logos, symbols, language, slogans, processes, procedures and instructions.
Criteria group related to declared values includes strategy, business goals and philosophy of the enterprise, and ideological philosophies of the organization.
Criteria group related to underlying assumptions These concepts have the effect of guiding members' behavior in the process of perceiving, thinking and feeling about issues and relationships inside and outside the enterprise.
3.1.4 Description of the process of collection, calculation, and selection of units of analysis
The research conducted a survey using questionnaires to collect opinions of officials and employees of Lotte Shopping Vietnam company.
The questionnaire is designed with 3 parts:
* Part I: General information Participants to the survey are required to provide personal information about their current position and rank in the Company to help classify votes according to necessary subjects.
* Part I: Corporate culture information and future desires: This section includes questions in the corporate culture assessment toolkit to measure the company culture at the present time and future desires, taking a model Research the corporate culture of Lotte Shopping Vietnam company as the main basis for building research indicators.
The author used this theory to identify the current culture and future desires of Lotte Shopping Vietnam's employees.
* Part II Information to evaluate the implementation of corporate culture in terms of the level of awareness of cultural elements
Part A Information on the level of awareness of corporate culture to evaluate the implementation of building corporate culture at International Telecommunications Company This section includes five closed questions because the author references documents and builds on theory Edgar H.Schein's theory of corporate culture structure, theory of corporate culture development and from observing and collecting information about corporate culture of Lotte Shopping Vietnam company From the survey results obtained, the author evaluates the implementation of building corporate culture of Lotte Shopping Vietnam company.
Part B Information about the level of awareness of cultural elements of the enterprise.
This part includes closed questions as the author references documents and builds on the theory of elements that make up corporate culture to collect information about the level of corporate culture awareness of the surveyed subjects based on the three-layer corporate culture model of Edgar H Schein This is the most widely used model In this topic, the author used the above theory to develop criteria to evaluate the recognition of cultural elements of employees of Lotte Shopping Vietnam company.
The tool used is a 5-level Likert scale to collect results to evaluate the implementation of corporate culture and assess the level of recognition of corporate cultural elements.
3.1.5 Location and time of research
Location The research was conducted at Lotte Shopping Vietnam company, headquartered at Floor 1 to 6, Lotte Center Hanoi Building, 54 Lieu Giai, Cong Vi Ward, Ba Dinh District, Hanoi City, Vietnam
Regarding Time: The project conducts research and analyzes data from 2018 to 2023 Time to conduct survey: From January 2023 to April 2023
3.1.6 Results of data collection, analysis, and synthesis of data
After getting the results, the author compiled the data as follows:
Number of votes received: Because the survey area was large and the number of interviewers was quite large, the author gave specific instructions on how to answer the questionnaire and the purpose of the survey, so the number of questionnaires collected only reached 100% of the total number of questionnaires issued The total number of ballots collected is 180, specifically:
- 5 surveys for senior managers (Company managers).
- 10 surveys for middle level managers (team leaders).
- 165 surveys for officers and employees of member units.
Data processing results After collecting 180 valid survey forms For information on evaluating the implementation of corporate culture in terms of the level of awareness of cultural elements, the author enters data into Microsoft Excel software and classifies, synthesizes and calculates the indicators of the number of responses, the level of High or low rating (from 1 - 5), from which to analyze, compare, and make appropriate comments.
The results of data processing are presented in detail in chapter 4.
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Quantitative analysis method: After survey data has been collected, this data will be included in quantitative analysis models to find relationships between factors.
Used to conduct an actual survey to test the corporate culture value system and evaluate the current situation and changing trends of Lotte Shopping Plaza Vietnam Company First of all is the survey sampling method After selecting the sample, use sociological survey methods to: (i) design a questionnaire, (ii) conduct a sociological survey according to the selected sample; (11) process survey results using SPSS 18.0 software.
Used to collect, analyze and exploit information from available sources related to the Thesis, including: Research works, reports and statistics of governments, agencies, organizations, and individual businesses directly or indirectly related to Lotte Shopping Plaza Vietnam Company and Vietnam's
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Most generally, primary data collection is often done using survey, interview, and observation methods In the investigation to collect primary data for this topic, the author also chose the questionnaire survey method to help obtain the necessary information (Details are presented in the following sections).
- Observation method: The author uses this method to identify more information about corporate culture such as tangible structures, leadership style, and relationships between employees.
In the context of diverse and rich external secondary data sources, the important thing for researchers to be able to collect the necessary information is to determine research folders and research topics So with the selected topic, issues related to corporate culture such as business philosophy, symbols, adaptability, etc. or research by scholars around the world on the issue Company culture will be a secondary data source for reference Besides, the cultural characteristics of some Vietnamese companies or organizations will also be useful for researchers to have a basis for creating an overview of the system of cultural identification criteria in businesses By identifying the relevant documents that need to be collected as above, the author conducted data research on a number of means as follows:
- For books, documents, magazines: Based on textbooks, reference books, documents, magazines, and websites with topics on the field of corporate culture in Vietnam as well as the world.
- For documents related to the corporate culture of Lotte Shopping Vietnam company: Because Lotte Shopping Vietnam is a member of Lotte Group, documents about Korean culture are diverse from many different sources, so the author also combined looking up cultural documents and the company's website Lotte Shopping Vietnam also went directly to the departments of Lotte Shopping Vietnam company to refer to related documents such as documents and reports.
Tools used in research (Interview, Description, Comparison, Analysis)
- Use a questionnaire to ask for opinions of senior, mid-level officials, and employees of Lotte Shopping Vietnam company
How to conduct the survey: To conduct a survey to investigate the current situation, for the questionnaire survey, the author conducted the following method:
+ Determine the purpose and content of the survey.
+ Identify the survey subjects as high-level, mid-level officials, and employees of Lotte Shopping Vietnam company
+ Design questionnaires, test surveys, and complete questionnaires.
+ Conduct survey: Meet with senior, mid-level officials, staff, discuss implementation purposes, implementation methods , distribute ballots.
+ Collect questionnaires, screen, classify questionnaires and synthesize data using mathematical statistics according to the software.
- Analyze management records and management records of Lotte Shopping Vietnam company
The processing of questionnaire results is based on statistical methods to quantify research results The project uses two evaluation methods: quantified by percentage and average score calculation method.
Use the formula to calculate average score: k
Ki: Number of participants rated at level Xi. n: Number of people participating in the evaluation.
Scoring level of survey questionnaires according to Likert 5 options in the survey table Then: Distance value = (Maximum — Minimum) / n = (5-1)/5 = 0.8
No Grade Results of job completion
The activities achieve the highest results, bringing
2 Agreed 4 The activities effectively achieved the set goals
3 Unsure 3 Work results are at a normal level.
I did work but the work did not reach the set
4 Disagreed 2 standards, so I was not satisfied
5 Totally ' Poorly done, implemented but at a substandard disagreed level, at a very unsatisfactory level
The meaning of the levels is as follows:
1.00 - 1.80: Strongly disagree/ Very unsatisfied/ Very unimportant 1.81 — 2.60:
Disagree/ Unssatisfied/ Not important 2.61 — 3.40: No opinion/ Average 3.41 — 4.20: Agree/ Satisfied/ Important 4.21 — 5.00: Strongly agree/ Very satisfied/ Very important
ANALYZING THE CURRENT SITUATION OF BUILDING AND
Introducing Lotte Shopping Vietnam c vs ng re 46 1 The formation and development process of Lotte Shopping Vietnam
4.1.1, The formation and development process of Lotte Shopping Vietnam
Established in February 2013, Lotte Shopping Vietnam has undergone a process of development and maturity in the consumer goods market in the high-end product segment in Hanoi Lotte Shopping Vietnam has its first development steps under the name Lotte Department Store, the first branch in the Korean market With this branch, Lotte focuses on three factors: fast and effective distribution system, comfortable shopping experience, and high quality products and services These are also the goals Lotte Shopping Vietnam is aiming to develop to become a commercial center with greater influence in the consumer goods retail market.
Officially opened on Vietnam's National Day (September 2, 2014), with a capacity and service of over 3,000 customers, Lotte Shopping Vietnam focuses on targeting audiences including: people with income in good and quite good levels, active young people, and children between the ages of 3-10 years old These customer groups will respectively correspond to the shopping center's product lines including: men's/women's consumer goods in the high quality segment, youth garments, and consumer goods and amusement parks for children Accordingly, Lotte Shopping Vietnam is built into 6 floors, each floor will serve a specific item The first floor focuses on the strengths of Korean cosmetics and major world brands with prices in the high segment The 2nd floor will sell valuable handicrafts and jewelry products. The 3rd floor sells garments and shoes for young people The 4th floor provides products for men such as clothes, shoes and outdoor products such as sportswear, suitcases, etc The 5th floor serves families with children with services including a fun area play, clothes, toys, strollers, and other products 6th floor open for business.
At any Lotte Department Store branch, VIP customers are served in private rooms with more special services and shopping experiences During the development
46 process, Lotte Shopping Plaza Vietnam received much favor from consumers and always tried to provide high quality and guaranteed products Besides the old products, in 2017, Lotte Shopping Plaza expanded its business products to products such as books, school supplies on the 3rd floor, household products on the 5th floor, and restaurant business on the 3rd floor 6th floor.
Besides expanding its business portfolio, Lotte Shopping Vietnam is remembered by many customers for its monthly discount programs and customer appreciation programs such as Gala Night, Private Sales, Member Day, etc Since the early years Since officially opening, the programs have been maintained continuously every year despite fluctuations in the world economy and the Vietnamese economy because the company understands that stability and persistence are one of the key factors that need to be given top priority for sustainable development With a focus on developing the retail industry of such products, Lotte Shopping Plaza needs to recruit enough staffs to operate effectively.
4.1.2 Organizational structure of Lotte Shopping Vietnam
In 2014, Lotte Shopping Vietnam started with only about 80 employees Up to now, the company has grown into one of the leading commercial centers in the market with a staff of nearly 200 employees In particular, the increased number of employees largely supplemented personnel in team leader positions and staff of departments The departments accounting for the proportion of personnel (in 2017) are as follows:
Department Staffs and Managers Percentages
Since the early establishment, the company's organizational structure has been basically determined Operation department of the shopping plaza will be assigned to
Vietnamese employees Finance and business development department will be managed by Korean managers to ensure work efficiency Below is the company's organizational model:
Finance HR/Admin Sales Facility
Among the company's departments, the Sales department accounts for the majority of personnel, however this is a department with all Vietnamese personnel.
The Human Resources, Administration and Customer Care departments also have all
However, with the management team, the company arranges Korean managers to hold positions including: Director, Head of Finance Department, Head of Facilities
Department Since 2018, the board of directors has expanded two more Korean positions to serve the development of the Lotte Mall Westlake project and the
Secretariat/Legal department, including 02 Vietnamese employees.
Current status of Lotte Shopping Plaza VN's corporate culture
4.2.1 Philosophy of core values of Lotte Shopping Plaza VN
Not only it is no longer the No 1 company in Korea, but it has also reached out and become a leading global distributor typical of Asia.
Lotte Shopping is Korea's No 1 shopping mall, operating Department Stores, Young Plazas and Outlets in key major cities across the country Since opening its first headquarters in 1979, LOTTE Shopping has led the development of the product distribution industry in Korea with a comfortable shopping environment, high-quality products, classy service and system advanced goods distribution.
Lotte shopping has continuously expanded its stores and searched for new types of businesses and commercialized them On the other hand, since 2007, the company has always actively penetrated foreign markets, operating commercial centers first in Russia, then China, and actively exploiting world markets such as Vietnam and Indonesia to continue growing into a leading global distributor representing Asia.
LOTTE is based on the corporate culture goal of creating greater value by sharing the hearts and thoughts of all employees, to create a unique value creation culture unique to LOTTE in order to helps enhance social value through mutually beneficial growth with diverse stakeholders, corporate value through convergence and innovation of diverse ideas, and employee well-being by respecting different lifestyles.
Achieve achievements in the business by building a business philosophy throughout the process of formation and development:
LOTTE Shopping always tries to provide the best service based on the business philosophy of 'customers first’ To do this, each store is equipped with rich facilities and amenities to transform into a trend-leading complex living space.
4.2.2 Characteristics of Lotte Shopping Plaza VN's corporate culture
4.2.2.1 Characteristics of Intangible Corporate Culture of Lotte Shopping Plaza Vietnam
LOTTE Shopping always tries to provide the best service based on the business philosophy of 'customers first' To do this, each store is equipped with rich facilities and amenities to transform into a trend-leading complex living space.
Mission: We enrich people's lives by providing high quality products and services that are trusted and loved.
Vision: 'Committed to the new 50 years' Lotte has changed the group's growth direction to qualitative growth and announced a new vision to achieve sustainable growth in the next 50 years.
“Lifetime value creator” means that we will provide the best value to our customers throughout their lifecycle through the Lotte brand Core values are the standards that all LOTTE employees need to aim for to conquer the mission and vision.
\ Story of Self BEYON D Story of Us
[Definition] We do not strive to satisfy customer needs, instead we create value that exceeds customer expectations.
[Definition] We focus on the nature of our work and achieving larger goals through challenges.
[Definition] We aim for a community built on trust by communicating, respecting different perspectives, and adhering to common principles.
[Definition] We respond nimbly to change to create originality and uniqueness, through collaboration across boundaries, breaking the mold to innovate.
To find out the current status of the Intangible corporate culture of Lotte Shopping Plaza Vietnam, the author conducted a survey of 180 people, the survey results are in table 4.1 below:
Table 4.1 Table summarizing the results of the implementation of invisible corporate culture at Lotte Shopping Vietnam company under the influence of multinational culture
Understand the company's 'Core Values'; Know what needs to be done according to given requirements and regulations that need to be followed
Believe in the company's 'Core
Values’ and development orientation, desire to stick with the company to
Understand the meaning of what needs to be done according to the requirements that need to be met and the regulations that need to be followed
‘Principles’, considering the implementation of what needs to be done according to the given requirements and the regulations that need to be followed as the correct and best course of action for yourself.
Table 4.1 shows that the majority of opinions evaluate the implementation of invisible corporate culture at Lotte Shopping Vietnam company under the influence of multinational culture at a satisfactory and very satisfied level The content with the highest average score is: Act with a positive ‘Attitude’; Understand the meaning of what needs to be done according to the requirements that need to be met and the regulations that need to be followed, with an average score of average 4.28, the rate of satisfaction or higher is 83.33% This shows your talent in understanding what needs to be done to comply with the company's regulations.
Contents: ‘Faith’ in the company; Believe in the company's 'Core Values' and development orientation, desire to stick with the company to achieve common goals; Comply with the 'Principles', considering the implementation of what needs to be done according to the given requirements and the regulations that need to be followed as the correct and best course of action for yourself., has points average 2.67-3.28, so it is still neutral about the implementation of these contents.
Talking to Mr Lee, leader of Lotte Shopping Plaza Vietnam, he said: The company has thoroughly grasped the staff's attitudes, understood the meaning of what needs to be done, and the requirements that need to be met responses, actions that need to be taken, regulations that need to be followed, and certain achievements have been achieved However, the transformation from attitude to implementation of regulations and principles into the best correct action is sometimes not done effectively by the employees themselves This is a limitation that leaders and department heads need to take measures to further raise awareness of the importance of building corporate culture at Lotte Shopping Plaza Vietnam company.
4.2.2.2 Tangible corporate culture characteristics of Lotte Shopping Plaza Vietnam
The typical architectural work of Lotte Shopping Plaza Vietnam is built into 6 floors, each floor will serve one item.
Established in February 2013, Lotte Shopping Plaza Vietnam has undergone a process of development and maturity in the consumer goods market in the high-end product segment in Hanoi Lotte Shopping Plaza Vietnam has its first development
53 steps under the name Lotte Department Store, the first branch 1n the Korean market.
Figure 3.1: Logo of Lotte Shopping Company) Meaning of the logo: The new logo can also be read as L, V, C, which stands for Lifetime Value Creator and the ‘dot’ indicates the starting point of the customer's life and The Tine' represents life when accompanying LOTTE The circular diamond-shaped frame surrounding the logo label originates from the basic shape of LOTTE World Tower, and the simple letter L represents LOTTE's humility, dynamism and uniqueness.
The LOTTE Group logo represents the brand's image and plays the most important visual role.
Logo typeface: This is the type that visualizes the English and Korean names of the parent company and member companies of LOTTE Group.
Signature: A basic signature is a combination of the symbol and the logo's typeface, adjusted left and right.
Regulations on alignment and size: Make sure the icon will have a certain amount of blank margin in case it is used individually This will keep the icon from being affected by other visual elements Follow the composition criteria and ensure there is the specified minimum space around the symbol so that characters or other graphic elements do not encroach.
Color system: Colors are based on 4 basic colors of CMYK, including 3 RGB colors, individual colors are specified by Pantone Color Color is divided into Main Color and Secondary Color, and the main color LOTTE Red is mainly applied to text and background color, the secondary color can be used in a limited way including ChampagneGold, Silver or special display to show high quality grant.
LOTTE corporate culture: LOTTE is based on the corporate culture goal of creating greater value by sharing the hearts and thoughts of all employees, to create a culture of unique value creation unique to LOTTE to help enhance social value through mutually beneficial growth with various stakeholders, corporate value through the convergence and innovation of diverse ideas, and the well-being of employees by respecting different lifestyles.
SOLUTIONS TO BUILD AND COMPLETE CORPORATE
Improve the quality of corporate culture communication at Lotte Shopping
Public leaders must establish a separate department responsible for corporate culture, this department is responsible for researching and advising Company leaders to adjust and build new values, beliefs, rules, and characteristic of Lotte Shopping Vietnam From there, build plans, organize training, communication and develop Lotte Shopping Vietnam cultural values throughout the Company, direct and focus on fostering a team of reporters and propagandists with culture and have the ability and experience to convey the Company's cultural messages to employees.
Company leaders enhance the communication of the culture of Lotte Shopping (Parent Company), especially the culture of working style, timeliness, work efficiency, employee autonomy and creativity.
The organization develops short-term and long-term communication strategies and goals to be achieved in each specific period for implementation Organize each round of cultural communication at grassroots units, especially for the team of Collaborators, so that they can perceive and act in accordance with the way of thinking and doing of Lotte Shopping Vietnam company Through those communications, the organization evaluates and learns to adjust and maintain More
95 importantly, choosing the right people in each department must also meet top cultural criteria, because the actions, behaviors and cultural communication skills of this force are very important to employees Regarding messages, continue to select and build messages that are short, easy to remember, easy to memorize, and easy to apply; good examples, good practices to put into weekly and monthly communication through activities honoring the sales staff of the month, honoring the customer care staff with the most positive contributions, etc Along with awarding titles in places where employees have a lot of contact, there needs to be a suitable reward regime to both recognize employees who have achieved achievements and continue to strive, while also encouraging other employees to do the same each other develop.
Company leaders took the management team and employees to visit Lotte Shopping company (Parent Company) to experience the local corporate culture, thereby helping them to experience and implement appropriate corporate culture well Vietnam.
Besides traditional forms such as leaders meeting and talking, communication through the internal portal, internal newsletter, through social activities it is necessary to come up with other solutions such as requiring all employees to support Encourage the business development team to encourage their team spirit in general company meetings, and devise policies to treat employee teams that bring in revenue to the business or make contributions ideas to improve the Company's operating efficiency This is a form of communication using means that can receive feedback from officials, employees and customers These responses are the basis for evaluating communication effectiveness and making adjustments to inappropriate points.
Regarding peripheral communications, it is necessary to focus and resources on advertising on social network channels (Facebook, Instagram, ), focusing on finding social problems that the Company can contribute to solving and reinvesting invest in society to seek sharing and support from customers (can propose to participate in community medical examination and treatment programs for highland people; ways to escape poverty, invest in equipment for schools, for commune health stations ).
The organization brings corporate culture into the activities of Lotte
Leaders direct the corporate culture department of Lotte Shopping Vietnam to proactively create collective social pages to connect members of the Company Every week, the site administrator will present cultural messages, new values, good practices, and may even post substandard actions for gentle criticism (required to be gentle and refined) economics, and behavioral change), people will definitely participate, read, comment, and the values will enter awareness in the gentlest, most cultural way To influence and direct public opinion, it is necessary to have a media management department that produces content suitable to readers’ tastes to create general awareness and make adjustments when necessary.
In particular, each person will have hundreds of friends, including relatives, customers, partners When each person comments, likes, all their friends receive it, communication efficiency will increase exponentially core However, social networks should only be used to communicate good cultural values Be very cautious when raising issues, especially negative issues, on social networks If comments go in a bad direction, negativity will spread exponentially, easily causing negative impacts and unnecessary crises.
5.1.4 The organization brings corporate culture into the activities of Lotte Shopping Vietnam company
5.1.4.1 Continue to improve service quality with customers and communication style of employees of Lotte Shopping Vietnam company
Lotte Shopping Vietnam Company focuses on improving professional working methods, working attitude, responsibility, enthusiasm, and dedication when interacting with customers and partners It can be said that in the previous period, the Company was still focusing on "running fast" to capture market share; In some ways, not really paying
97 enough attention to improving the quality of customer service and communication style, so there are still some problems that have not been overcome To listen and best meet each customer's unique needs, we must continuously research and introduce new products that meet both technology, fashion and price requirements.
Direct officials and employees to approach customers and partners with the most sincere heart and smile Of course, to achieve that, each person must love their job, love the Company and love their life To improve communication style, the Company and provincial branches need to pay attention to organizing training on customer communication skills for departments that regularly come into contact with customers.
Organize regular inspections of customer contact work of relevant departments At the same time, strictly handle violations of employees in communication and customer care In the growing trend of online sales, the Company also needs to focus on exploiting the e-commerce segment, ensuring maximum convenience for customers and universality of services (fast, convenient, low cost).
Build unique customer care programs, creating a good impression on customers, especially with Previlege customers In each branch and store, a customer suggestion box should be arranged to provide feedback on service quality and service methods, considering this an effective feedback channel to adjust the entire system. 5.1.4.2 Proactively adjust and overcome activities and fight against averageism
Even though you're at the top, you still have to see the risks A company that wants to develop sustainably and develop long-term needs to be able to recognize, face and solve problems, challenges and risks that come from culture Lotte Shopping Vietnam Company needs people to step back to foresee its problems, see potential risks when everything seems to be going well, avoid resting on achievements and living by reputation language.
The emergence of averageism is a risk Averaging will not kill Lotte Shopping Vietnam in the short term, but it will erode it over time If there is no solution soon, by the time you realize it, it will be too late To avoid average, the Company must be excellent There must be excellent individuals To be excellent, creativity must be maximized Must honor and reward creative people properly (even need to be rewarded with large assets such as cars, home loans ) for excellent people who have
98 made great contributions to the Company , and at the same time strictly handle violations and negative factors.
5.1.4.3 Adding culture brings wartime spirit into life
Business considers the marketplace as a battlefield In the current period, competition is increasingly fierce If you falter, you will inevitably be overtaken by your competitors The company must build and communicate new values, bringing wartime spirit into production and business activities It is about gaining advantages, taking advantage of opportunities, being ready to face challenges, of course not being extreme, not dominating at all costs.
When each member identifies the wartime spirit, solidarity, attachment, and sharing with comrades and colleagues We must create a "battlefield", create difficulties to overcome together according to the motto "throw into death to find a way to live" When it's difficult, the team will ponder and think together Difficulties require the entire Company to join forces, unite, shoulder the burden, share, and encourage each other People only really stick together when it's really difficult. When faced with difficult tasks, people tend to look for like-minded people When there are no more difficulties, people often tend to find people with similar interests. 5.1.4.3 Organize employee rotation between regions, creating vivid colors in sales culture
The policy of rotating management staff in recent years has been strongly implemented, creating clear marks in training and rotation of human resources However, with employees, especially sales staff, the Company is implementing a localization policy. Localization, besides the strengths of understanding local consumer culture, close and extensive relationships also reveals some limitations Normally, even if a person is good, doing the same thing over and over for a long time will become boring and lose creativity.
If you are transferred to another position, another environment, you will have to make efforts to adapt and create new values The solution the author wants to offer is to develop a rotation policy with a term of 3-6 months for sales staff It will be very interesting when in the Southwest there is a Hanoi girl's voice guiding customers and selling goods; Similarly, in Northwest supermarkets, there are sweet accents of Southern girls This can
99 also be a way for each employee to refresh and renew themselves and is also a highlight in the culture of communication and application and is the strength of a Lotte Shopping Vietnam company.
Recommendations to state management agencies and other relevant
Building and developing corporate culture to improve employees' attachment to the organization requires major efforts from the business itself, but also requires support from state management agencies and other relevant organizations.
The Government continues to set out directional and guiding strategies and policies for the development of foreign businesses in Vietnam The Government needs to quickly deploy measures to support foreign businesses in attract and maintain human resources.
Building a common legal corridor and tax supports will help businesses partly overcome difficulties and invest in developing corporate culture towards improving employee engagement.
Recommendations to the Association of businesses and social 0831121510127 ẦÃ
Business associations need to promote their proactive, creative and sensitive role in supporting the management and business activities of businesses, becoming a bridge for businesses to quickly grasp and easily implement and integrating the State's development orientation in aspects of corporate culture, and vice versa, conveying to management agencies the changes and difficulties of businesses in attracting and maintaining human resources.
The Vietnam Association for Business Culture Development needs to further promote its role in encouraging businesses to focus on developing corporate culture.
In addition to applying the "Vietnamese Business Culture" criteria set to recognize businesses that build cultures suitable to the domestic business context, the Association needs to add additional criteria to evaluate business culture dedicated to businesses in specific fields such as tourism and travel to highlight the cultural characteristics of this group of businesses.
The Vietnam Federation of Commerce and Industry needs to strengthen its role in building and spreading corporate culture at businesses In addition to seminars and discussions to raise awareness for business leaders about the role of culture, the Federation needs to regularly exchange and grasp business issues in developing corporate culture and maintaining business culture Maintain relationships with employees, thereby conveying the opinions of the business community to competent management agencies; Strengthen consulting activities and support travel businesses in shaping appropriate corporate culture.
5.2.3 Lotte shopping company (Parent company)
Leaders of Lotte Shopping Vietnam company develop a program to develop and promote corporate culture in travel businesses, strengthen the guiding role and coordinate with Lotte Group in implementing training courses , consulting program on building and developing corporate culture.
Raising awareness for employees of Lotte Shopping Vietnam and providing a suitable corporate culture framework, facilitating application at businesses
In the current period of international economic integration under the influence of multinational culture, the role of corporate culture is increasingly important in the development of businesses Corporate culture plays a role in creating the business identity of the enterprise, is the sustainable competitive strength of the enterprise and is also the driving force for enterprise development A strong corporate culture is the glue that binds business members closer together, increases stability and minimizes business risks, arouses corporate pride and promotes creativity creativity, dynamism, and sensitivity of the employees.
Corporate culture contributes to social culture, so strong or weak corporate culture will affect the development of businesses as well as the entire society. Recognizing the importance of corporate culture, Lotte Shopping Vietnam Company has built and implemented corporate culture and achieved certain results However, the implementation of corporate culture still has many limitations due to subjective and objective reasons Therefore, in the coming time, Lotte Shopping Vietnam needs to quickly apply some effective measures to have a complete corporate cultural identity All events and incidents will pass over time, leaving only cultural values behind through generations, which are the foundation of development Appreciating, preserving and promoting the corporate culture of Lotte Shopping Vietnam Company is the responsibility, obligation and pride of every employee who has been working at Lotte Shopping Vietnam Company.
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PHIẾU XIN Ý KIÊN VE THỰC TRẠNG BIEU HIỆN ĐẶC TRƯNG VAN HÓA DOANH NGHIỆP TẠI CÔNG TY LOTTE SHOPPING PLAZA VIỆT NAM DUOI ANH HUONG CUA VĂN HÓA ĐA QUOC GIA
(Dành cho Lãnh đạo cấp cao, trung và nhân viên)
Dé tìm hiểu thực trạng xây dựng và hoàn thiện văn hóa doanh nghiệp tại công ty Lotte Shopping Việt Nam dưới ảnh hưởng của văn hóa đa quốc gia, Ông/bà vui lòng trả lời những vấn đề sau đây, băng cách đánh dấu (X) vào các mức độ mà Ông/bà cho là phù hợp hoặc viết vào chỗ còn trống ý kiến riêng của thầy cô.
Các thông tin chỉ phục vụ cho mục đích nghiên cứu khoa học, không sử dụng cho mục đích nào khác.
Rất mong các Ông/bà hợp tác.
Câu 1 Thực trạng thực hiện văn hóa vô hình văn hóa doanh nghiệp tại công ty
Lotte Shopping Việt Nam dưới ảnh hưởng của văn hóa đa quốc gia như thế nào?
Hoàn | Đồng | Phân | Không | Hoàn
TT Nội dung toàn ý vân | đồng ý | toàn dong khong y đồng ý
Hiêu “Giá tri cot lõi” của công ty;
Biết những việc cần thực hiện theo Ộ yêu cầu được đưa ra, những quy định cần tuân thủ Hành động với Thái độ tốt; Hiểu
2 được ý nghĩa của những việc cần thực hiện theo yêu câu cân đáp ứng, những quy định cần tuân thủ
Niềm tin vào công ty; Tin tưởng vào “Giá trị cốt lõi" và định hướng
3 | phát triển của công ty, mong muốn gắn bó với công ty dé dat được mục tiêu chung