Recommendations to improve the freight forwarding services for importing FCL cargoes at GOODTRANS – haiphong

MINISTRY OF TRANSPORTATION MINISTRY OF EDUCATION & TRAINING VIETNAM MARITIME UNIVERSITY STUDENT NAME: NGUYỄN THỊ THU HẰNG DISSERTATION GLOBAL STUDIES AND MARITIME AFFAIRS RECOMMENDATIONS TO IMPROVE THE FREIGHT FORWARDING SERVICES FOR IMPORTING FCL CARGOES AT GOODTRANS – HAIPHONG HAI PHONG – 2015 MINISTRY OF TRANSPORTATION MINISTRY OF EDUCATION & TRAINING VIETNAM MARITIME UNIVERSITY STUDENT NAME: NGUYỄN THỊ THU HẰNG CLASS : GMA02 DISSERTATION GLOBAL STUDIES AND MARITIME AFFAIRS RECOMMENDATIONS TO IMPROVE THE FREIGHT FORWARDING SERVICES FOR IMPORTING FCL CARGOES AT GOODTRANS – HAIPHONG Supervisor: Mr Doan Trong Hieu Division: Economics of International Trade Faculty: Faculty of Economics HAI PHONG – 2015 Recommendations to improve the freight forwarding services for importing FCL cargoes at GOODTRANS – Haiphong PREFACE This dissertation is a description of my 2-month-internship which occurs from 15th August to 15th October in 2015 During this period, I have chance to work in a logistic company named GOODTRANS overseas services Co.,Ltd The works in here help me enhance my knowledge about freight forwarding services in general and importing services for FCL cargoes in particular Moreover, this is an opportunity for me to take part in professional working environment My topic is “Recommendations to improve the freight forwarding services for importing FCL cargoes at GOODTRANS – Haiphong” including three major chapters I declare that this report is my own unaided work It has not been submitted before If violated, I am solely responsible for and bear the punishments of the Institution and University Student Name and Signature Nguyễn Thị Thu Hằng Nguyễn Thị Thu Hằng – GMA02 Page i Recommendations to improve the freight forwarding services for importing FCL cargoes at GOODTRANS – Haiphong ACKNOWLEGEMENT I would like to express my sincere gratitude to my advisor Mr Doan Trong Hieu for the continuous support of my study and related research, for his patience, motivation, and immense knowledge His guidance helped me in all the time of research and writing of this thesis I could not have imagined having a better advisor and mentor for my study In addition, I am also very grateful to Mr Nguyen Manh Cuong - Chief of Representative Office in Haiphong, who always guides, encourages and supports me when I have internship in company Last but not least, I am very appreciate and would like to thank all the GOODTRANS staffs who help me complete all of works Nguyễn Thị Thu Hằng – GMA02 Page ii Recommendations to improve the freight forwarding services for importing FCL cargoes at GOODTRANS – Haiphong TABLE OF CONTENTS Preface i Acknowledge ii Table of Contents iii List of Symbols & Abbreviations vi List of Pictures vii List of Tables vii List of Graphs vii INTRODUCTION 1 Reason for selecting research topic Objectives of research Subject and scope of research Methods of research Structure of research CHAPTER 1: LITERATURE REVIEWS ABOUT FREIGHT FORWARDING SERVICES 1.1 Freight forwarding service 1.1.1 Definition 1.1.2 Classification of freight forwarding services 1.1.3 Function of freight forwarding services 1.2 Freight forwarder 1.2.1 Definition 1.2.2 Rights and obligations of freight forwarder 1.2.3 Responsibilities of freight forwarder 1.3 Process of providing freight forwarding services for importing FCL cargoes 1.3.1 Signing delivery contract and receiving the imported documents 1.3.2 Registration of customs declaration Nguyễn Thị Thu Hằng – GMA02 Page iii Recommendations to improve the freight forwarding services for importing FCL cargoes at GOODTRANS – Haiphong 1.3.3 Checking the goods 10 1.3.4 Paying tax, paying customs fees and retaking customs declaration 11 1.3.5 Delivering the goods to the imported business 12 1.3.6 Final settlement 13 1.4 Criteria to evaluate the freight forwarding service 13 1.5 Advantages and disadvantages of freight forwarding services in Haiphong city 15 CHAPTER 2: SITUATION OF FREIGHT FORWARDING SERVICES FOR IMPORTING FCL CARGOES AT GOODTRANS – HAIPHONG 19 2.1 Overview of GOODTRANS and Haiphong branch 19 2.1.1 History of foundation and development 19 2.1.2 Overview of Haiphong branch of GOODTRANS 20 2.1.3 Main services 21 2.1.4 Personnel structure 23 2.1.5 Situation of business operation in recent years 24 2.2 Freight forwarding services for importing FCL cargoes 29 2.2.1 Freight forwarding process for importing FCL cargoes 29 2.2.1.1 Signing delivery contract and receiving the imported documents 30 2.2.1.2 Transmitting the electronic customs declaration 31 2.2.1.3 Paying tax 34 2.2.1.4 Printing the barcode declaration and registration of customs declaration 36 2.2.1.5 Checking the goods; retaking customs declaration and barcode declaration 38 2.2.1.6 Delivering the goods to the imported business 39 2.2.1.7 Final settlement 41 2.2.2 Result of freight forwarding process for importing FCL cargoes 42 CHAPTER 3: RECOMMENDATIONS TO IMPROVE THE FREIGHT FORWARDING SERVICES FOR IMPORTING FCL CARGOES AT GOODTRANS – HAIPHONG BRANCH 43 3.1 SWOT analysis of freight forwarding services for importing FCL cargoes 43 Nguyễn Thị Thu Hằng – GMA02 Page iv Recommendations to improve the freight forwarding services for importing FCL cargoes at GOODTRANS – Haiphong 3.2 Objectives and orientations for business operations 46 3.3 Recommendations to improve freight forwarding services for importing FCL cargoes 47 3.3.1 Build the specific diagram of freight forwarding process for importing FCL cargoes 47 3.3.2 Research to develop and expand the market 49 3.3.3 Improve the quality of service, create the proactive position and the reputation in the business operation of the branch and maintain the trust with customers 49 3.3.4 Improve the level of professionalism and the sense of responsibility of employees 50 3.3.5 Modernize the available technical facilities to meet the new demands of the market 51 3.3.6 Limit the impact of seasonality 51 3.3.7 Maintain the low costs 52 CONCLUSION 53 REFERENCE 54 APPENDICES 55 Nguyễn Thị Thu Hằng – GMA02 Page v Recommendations to improve the freight forwarding services for importing FCL cargoes at GOODTRANS – Haiphong LIST OF SYMBOLS & ABBREVIATIONS FCL Full container load FIATA International Federation of Freight Forwarders Associations B/L Bill of Lading THC Terminal Handling Charge D/O Delivery Order ICD Inland Containers Depot VIFFAS Vietnam Freight Forwarders Association EIR Equipment Interchange Receipt HS CODE Harmonized Commodity Description and Coding System Code Nguyễn Thị Thu Hằng – GMA02 Page vi Recommendations to improve the freight forwarding services for importing FCL cargoes at GOODTRANS – Haiphong LIST OF PICTURES PICTURE 1.1: Freight forwarding process for importing FCL cargoes PICTURE 1.2: ROPMIS model to evaluate the freight forwarding service 14 PICTURE 1.3: Position of ports in Haiphong city 16 PICTURE 2.1: Personnel structure of Haiphong Branch of GOODTRANS 23 PICTURE 2.2: Freight forwarding process for importing FCL cargoes of GOODTRANS - Haiphong branch 29 PICTURE 2.3: Login the electronic declaration software 32 PICTURE 2.4: Enter the information of importing enterprise 32 PICTURE 2.5: Enter the information into the import declaration 33 PICTURE 2.6 Enter the list of imported goods 33 PICTURE 2.7: Access homepage of Vietnam Customs 36 PICTURE 2.8: Enter the requested contents 37 PICTURE 3.1: Suggestion diagram of freight forwarding process for importing FCL cargoes in Haiphong branch 48 LIST OF TABLES TABLE 2.1: Overview of Haiphong branch 20 TABLE 2.2: Result of business operation in GOODTRANS – Haiphong branch from 2011 to first months in 2015 25 TABLE 2.3: Business operation of the freight forwarding services for importing FCL cargoes at GOODTRANS – Haiphong branch from 2011 to first months in 2015 28 TABLE 3.1: SWOT analysis of freight forwarding services for importing FCL cargoes at GOODTRANS – Haiphong branch 43 LIST OF GRAPHS GRAPH 1.1: Volume of goods through the Haiphong port 16 GRAPH 2.1: Business operation in GOODTRANS – Haiphong branch from 2011 to first months in 2015 25 Nguyễn Thị Thu Hằng – GMA02 Page vii Recommendations to improve the freight forwarding services for importing FCL cargoes at GOODTRANS – Haiphong INTRODUCTION Reason for selecting research topic: The trend of the internationalization of trade has linked countries with different political systems into a single market; the development of economy in the world has reached level that the borders of nations are only meaningful in terms of administration It is undeniable that transportation is a catalyst to promote the development of national economy and expand the cooperation in term of economics, political relations and socio-cultural exchanges In particular, although the freight forwarding service for importing and exporting FCL cargoes was still very young, it has proven to be important in promoting international trade between nations in the world Perfection of the freight forwarding service for importing and exporting cargoes is an important factor in economic and social development of Vietnam and countries in the Southeast Asian region and the world From above reality, GOODTRANS Overseas Services Company Limited was founded Company provides services of customs procedures; forwarding services of import and export goods in domestic and international by sea, air, road; maritime brokerage and agency services Freight forwarding activities for importing and exporting cargoes at the company is a series of professional process steps and each different mode of transportation has a different delivery process However, this report focuses on the status of the freight forwarding services for importing FCL cargoes at GOODTRANS – Haiphong branch to propose some recommendations to improve these services at this branch Objectives of research: - Present literature reviews related to freight forwarding services - Research about Haiphong Branch of GOODTRANS Overseas Services Company Limited - Research the current status of the freight forwarding services for importing FCL cargoes at GOODTRANS – Haiphong branch to determine the strengths and limitations of the service Also propose some solutions and recommendations to improve freight forwarding services for importing FCL cargoes at this branch Subject and scope of research: - Subject of research: the current status and operational process of the freight forwarding services for importing FCL cargoes at GOODTRANS – Haiphong branch - Scope of research: + Place: GOODTRANS Overseas Services Company Limited – Haiphong Branch + Time: analyze the statistics of recent years (2011, 2012, 2013, 2014 and first months in 2015) Methods of research: - Statistical method: Analyze the data, jump and drop of statistics - Description method: Describe the processes and the steps Nguyễn Thị Thu Hằng – GMA02 Page Recommendations to improve the freight forwarding services for importing FCL cargoes at GOODTRANS – Haiphong policies for loyal customers Branch also has numerous partners in many freight forwarding markets around the world such as ASIA, EUROPE, AMERICA, AFRICA S8 Leaders of branch have good knowledge, qualification and professional skills They always supervise the working process of employees and the freight forwarding process of goods to solve complaints and questions of customers quickly Image: S9 The performing of freight forwarding services is quick and accurate, creating the trust and reputation with customers Also branch was known by many foreign customers Social Responsibility: S10 Branch always has good behavior and responsibility to society and human Satisfaction: S11 Almost customers of branch are satisfied with facilities and serving ways of branch This shows that branch has created good image in the eyes of customers Not only that, many customers introduced the branch's services to many other partners This may be an opportunity for branch to find more customers and create relationships with loyal customers Image: W8 Marketing activities and advertising of branch's image have not been focused They limit the access to the markets so many customers not know about branch Satisfaction: W9 Some customers are not satisfied with branch's services as branch sometimes delays in the delivery time This occurs because branch has to depend on outside resources of means of transportation OPPORTUNITY: THREAT: O1 Vietnam joined the WTO and it also is in the process of integration so the trade with foreign businesses expands increasingly This is a favorable opportunity to help branch participate in the international business environment which is very potential, and in which the international transportation industry and the import and export trading are promoted strongly to develop O2 Import and export companies are T1 Opening policies for economy bring numerous opportunities for freight forwarding industry However, these policies create fierce competitive environment for companies when they involve in the international business environment T2 Beside to the international integration, the quality of service is required higher So companies which involve in freight forwarding industry Nguyễn Thị Thu Hằng – GMA02 Page 45 Recommendations to improve the freight forwarding services for importing FCL cargoes at GOODTRANS – Haiphong developing This is a great potential for the freight forwarding industry in general and for branch in particular O3 Freight forwarding associations are developing many courses of human resources training to meet the demands of integration and development O4 GOODTRANS has participated in International Federation of Freight Forwarders Associations – FIATA and is a member of Vietnam Freight Forwarders Association - VIFFAS This creates great opportunities for the integration and development of Haiphong branch 3.2 must change themselves actively to adapt to the new business environment T3 Unfair competition of many new companies causes imbalance and instability in the market; it is also a cause which obstructs the business operation of branch T4 In recent years, the context of world has many enormous fluctuations They are contradictions in the political conflict, natural disasters, epidemics, war and terrorism which cause certain effects on the economy, leading to declining in global economy and import and export trading Not only that, freight forwarding industry is also affected T5 Also the price of the freight forwarding market has numerous fluctuations Freight forwarding activities of branch are not only affected by the unfavorable international factors but also by price That is sea freight rates and cost of marine services Currently, sea freight rates for export and import goods are dominated by foreign shipping lines who account for 90% of market share in the transportation Also they intend to increase container freight rates by charging extra fee Objectives and orientations for business operations of GOODTRANS – Haiphong branch: Based on the operation situation of branch over the past time, to develop comprehensively and become one of the leading freight forwarding companies in Vietnam, branch has planned for the orientations and objectives In the future, the branch's objective is to strengthen and improve the business activities to create conditions for the development of branch Simultaneously, branch implements plans and appropriate policies to complete and ensure that the business targets are completed: - Continue to implement, organize, innovate, build and develop into a branch which is strong and sustainable with the rapid growth rate and high competition Nguyễn Thị Thu Hằng – GMA02 Page 46 Recommendations to improve the freight forwarding services for importing FCL cargoes at GOODTRANS – Haiphong - Improve and strengthen the material and technical basis for the freight forwarding services - Improve the quality of services which are supplied to customers; diversify the types of transportation services and promote the main types of business of branch including freight forwarding for importing and exporting FCL cargoes - Learn about the international markets to expand service activities and reach out to overseas markets Also enhance marketing to introduce branch to the domestic and foreign customers; find branch's position in the market - Cooperate and share with business partners; simultaneously choice and maintain relationships with potential customers - Associate closely with the departments such as: General Administration of Customs, Tax Department, Ministry of Transportation, organizations and associations in the logistics sector to take advantage of the support of beneficial policies to branch - Prepare resources for business activities; build and develop the human resources of branch; sufficient in quality and quantity; know how to manage and apply new technologies Build a private fleet of vehicles for the branch 3.3 Recommendations to improve freight forwarding services for importing FCL cargoes at GOODTRANS – Haiphong branch: 3.3.1 Build the specific diagram of freight forwarding process for importing FCL cargoes: 3.3.1.1 Objectives of the solution: The specific diagram of freight forwarding process for importing FCL cargoes which shows clearly separate steps in the process as well as employees who are responsible for each step will help branch become more professional and train new employees easily, because currently, new employees usually work with knowledge and experiences which are received from other employees Thus they can make mistakes easily while working 3.3.1.2 Implementation steps: Following picture is a suggestion diagram of freight forwarding process for importing FCL cargoes in Haiphong branch Nguyễn Thị Thu Hằng – GMA02 Page 47 Recommendations to improve the freight forwarding services for importing FCL cargoes at GOODTRANS – Haiphong Business division Sign delivery contract Document division Accounting division Drivers (outside resources) Receive and check documents Set of documents includes: - Sale contract - Commercial Invoice - Parking list - Bill of Lading - Arrival notice - Other (if applicable) Transmit electronic customs declarations Calculate tax Pay tax Print barcode declaration & register customs declaration Check goods & retake customs declaration Receive goods at port Liquid goods at customs gateway Dispatch means of transportation Final settlement Deliver goods to imported business Picture 3.1: Suggestion diagram of freight forwarding process for importing FCL cargoes in Haiphong branch Nguyễn Thị Thu Hằng – GMA02 Page 48 Recommendations to improve the freight forwarding services for importing FCL cargoes at GOODTRANS – Haiphong 3.3.2 Research to develop and expand the market: 3.3.2.1 Objectives of the solution: Vietnam has been involved in the international economy and markets are expanding increasingly, creating many opportunities as well as challenges for domestic businesses To develop in new markets, GOODTRANS – Haiphong branch needs to find out and research potential markets This is essential that companies have to towards 3.3.2.2 Implementation steps: - By 2016, GOODTRANS – Haiphong branch will develop and expand the relationships with new partners in Philippines, Malaysia and Japan They are coastal states and their economics, especially imported and exported section are developing To penetrate into these new markets, Haiphong branch needs to conduct researches about markets about customs and traditions, laws and regulations as well as demands of freight forwarding services in the market to analyze advantages, disadvantages and opportunities of these markets Also determine and orient the development direction in these markets Not only that, the research about competitors in the market that branch towards is important because the determining their strengths and weaknesses helps branch overcome or promote Simultaneously, learn the good things of competitors to apply to branch - ASEAN region is a familiar market of Vietnam; it has many advantages about geographic distance, cultural conditions and similarities in society Branch should take advantages to promote and expand business activities in these potential markets Besides, branch should open some offices in foreign countries where branch has regular customers such as Singapore, Mexico and China - Branch should assign tasks to a specific office which does works about market research; divide employees into different groups which are responsible for some particular market segments to not mistake And assign employees who find out and exchange experiences in foreign companies; make the most of opportunities to grasp information about the demands and markets 3.3.3 Improve the quality of service, create the proactive position and the reputation in the business operation of the branch and maintain the trust with customers: 3.3.3.1 Objectives of the solution: Quality of service is a concept which is used to assess a factor, being an indicator which enterprises always towards In the process of international integration, quality of service is always evaluated highly To build the prestige in the business, branch should create the trust with customers through the process of work and improving the quality of service Not only that, the professional working Nguyễn Thị Thu Hằng – GMA02 Page 49 Recommendations to improve the freight forwarding services for importing FCL cargoes at GOODTRANS – Haiphong style of employees in the branch has contributed to create the image and position of branch 3.3.3.2 Implementation steps: - Achieve the requirements of the freight forwarding service such as perform the process quickly, accurately and safely with the lowest cost; reduce the waiting time in the documents department and freight forwarding department; work as quickly as possible; limit errors in the checking of documents to not waste time for editing Besides, use and exploit the information technology in the process of operation; use the supporting software in the customs declaration; release documents; monitor the process of goods transportation - Not only that, the creating good service depends on branch's employees, they must have professional service attitude, understand the professional knowledge to advise and support customers in the best way Answer customer's questions enthusiastically; give advices on the terms of commercial contract; guide and explain beneficial or unfavorable things for customers; avoid the case of dispute in the future Simultaneously, support customers during the completion of documents with partners and have priorities for loyal customers - Strengthen marketing strategies to build the branch's image through media networks such as website of branch and sponsorship programs… Branch can advertise on reputable websites because businesses often seek partners on these websites And go to the enterprises and import - export companies to explore, introduce the services of branch and send sale quotation to customers - Pay attention to the branch's website where customers find out and assess preliminarily the branch's image Branch should be update with new information as well as content related to branch; upgrade and enrich the branch's website; add link items between customers and branch; facilitate customers can interact and work with of Companies on the web; create conditions for customers to help them interact and work with of branch on the website Branch can notify to customers about the necessary information, or can receive requests from customers to save time 3.3.4 Improve the level of professionalism and the sense of responsibility of employees: 3.3.4.1 Objectives of the solution: People are the most important factor which decides the success or failure of the business, especially for the freight forwarding sector Therefore, the improvement of professionalism and the sense of responsibility for employees are necessary to help company improve the efficiency of work Nguyễn Thị Thu Hằng – GMA02 Page 50 Recommendations to improve the freight forwarding services for importing FCL cargoes at GOODTRANS – Haiphong 3.3.4.2 Implementation steps: - In the recruitment, branch should choose people who have high professional qualifications and good specialized knowledge to save training time - Branch should have short courses to improve professional skills and supplement specialized knowledge: foreign trade, international payment, communication, law Employees also have to update actively information and knowledge of the terms, tax, administrative procedures to improve knowledge and catch up the daily changes of the economy - Besides, branch should have policies to encourage the sense of employees Building reward modes from the boards of performance assessment according to criteria which are proposed by the branch to encourage working spirit of every individual in the branch 3.3.5 Modernize the available technical facilities and build a private fleet of vehicles to meet the new demands of the market: 3.3.5.1 Objectives of the solution: Beside to the labor factor, the working tools is also an important factor which supports to the business such as improve the efficiency of freight forwarding operations, ensure that services are made completely to provide services to customers with the highest quality However, the equipment and facilities of the branch not meet requirements in the freight forwarding operations; in particular, branch does not have means of transportation Therefore, branch must have a private fleet of vehicles and modernize existing facilities and invest new facilities to create favorable conditions for management activities as well as the freight forwarding activities 3.3.5.2 Implementation steps: - Provide new equipments for the work of branch such as photocopier, fax machine and printer Each department should have its own equipment to avoid the loss of time during the working process; upgrade the system of branch's internet network; install the information systems with powerful internet line to ensure the transfer of information between departments - Equipment and machinery of the branch should be maintained every quarter to ensure the efficiency and accuracy in the work Besides, transport vehicles of the branch should also be maintained, repaired and upgraded according to the provisions to ensure the safety in the transportation of goods and traffic safety - Build a private fleet of vehicles such as big trucks or container to ensure the transit of goods; avoid passive cases about means of transportation and reduce rented vehicles to ensure the control of goods 3.3.6 Limit the impact of seasonality: 3.3.6.1 Objectives of the solution: One of the shortcomings of freight forwarding sector which needs to be overcome are seasonality Seasonality of freight forwarding sector is affected Nguyễn Thị Thu Hằng – GMA02 Page 51 Recommendations to improve the freight forwarding services for importing FCL cargoes at GOODTRANS – Haiphong directly by seasonality of import and export operations because import and export goods are subject of freight forwarding activities To limit the impact of seasonality, branch should be more proactive in the customers finding, take advantage of available relationships and the support of customers That will help company be more active in business activities and not depend on external factors 3.3.6.2 Implementation steps: - Import and Export Company is growing increasingly, branch can take advantage of this opportunity to seek relationship in the business cooperation through marketing strategies Branch should also send sale quotation to customers In the long-term plan, branch should sign long-term freight forwarding contracts with the large volume of goods - Improve the quality of service but the price does not change, this is the strategic form of competition Quality of service is appreciated highly by customers, being the major factor for customer's choice Also use competitive strategies about price to attract customers, discount on services in the season which goods are low and take advantage of business opportunities to obtain works and income for the branch 3.3.7 Maintain the low costs: 3.3.7.1 Objectives of the solution: Cost is one of the important factors which contributed to create the success of businesses In the current market with the open economy of Vietnam, competition is increasingly fierce Therefore, branch need to implement freight forwarding services quickly with the lowest cost to create the attraction to customers and enhance competitiveness in the market while ensuring revenue and profit 3.3.7.2 Implementation steps: - In the process of preparing, documents should perform accurately to reduce the cost of editing And implement professional processes and release goods as quickly as possible to avoid the situation of overdue storing and the delays or exceeding the stipulated time in the container delivery Besides, branch should take advantage of available relationships with shipping lines (SITC, K-line, and Heung-A shipping…) and ports (Chua Ve, Tan Cang, Dinh Vu )…; resolve situations flexibly in the process of carrying out customs procedures to avoid the incurred costs - Transportation costs account for a large part in the implementation of the shipment Branch should dispatch suitable vehicles with each type of goods before receiving the goods, utilize fully the tonnage of vehicles to save transport time and not use many vehicles and avoid the delays when receiving the goods Nguyễn Thị Thu Hằng – GMA02 Page 52 Recommendations to improve the freight forwarding services for importing FCL cargoes at GOODTRANS – Haiphong CONCLUSION In the context of economic globalization, the promotion of freight forwarding activities is a proper direction to contribute to the developing of country's economy; avoid the backwardness of economics and integrate into the international economy comprehensively In Vietnam, freight forwarding industry was established for long time ago but level of development is low and not commensurate with the marine potential of the country However, Vietnam's shipping industry is gradually developing to help Vietnam integrate into the world economy Currently, Vietnam has over 500 companies which operate in this field with many different scales Although facing with many obstacles in the fierce competition, these companies overcome gradually and affirm their position Since GOODTRANS – Haiphong branch is established; branch is one of the enterprises which have significant developments Branch took its advantages flexibly with appropriate strategies and policies to create its position in the freight forwarding market and achieve certain successes Besides, to obtain these successes, the staffs of the branch have contributed a great part, they are dynamic, enthusiastic, and creative and always strive, effort constantly Through the process of internship and research the freight forwarding services for importing FCL cargoes at GOODTRANS – Haiphong, I have noticed is the professionalism of the branch's freight forwarding services This study presented the specific process of the freight forwarding services for importing FCL cargoes, the steps to carry out customs procedures as well as analyze the situation of branch's business operations and the strengths and limitations of the branch The study focuses on solutions to improve the freight forwarding process for importing FCL cargoes, and then propose solutions to improve the quality of service; expand the market and promote the advantages of the branch However, because the limited research time as well as the limited knowledge and practical experience, the study is still flawed and defective I am looking forward to the feedback from the teachers, the leaders and the employees of the branch I would like to express my sincere gratitude to my advisor Mr Doan Trong Hieu for the continuous support of my study and related research, for his patience, motivation, and immense knowledge Simultaneously, I wish the company and the employees go further increasingly on the stage of development Nguyễn Thị Thu Hằng – GMA02 Page 53 Recommendations to improve the freight forwarding services for importing FCL cargoes at GOODTRANS – Haiphong REFERENCE (1) Assoc Dr Hoang Van Chau (1999), “Curriculum of freight forwarding transportation”, Science and Technology Publishing (2) Assoc Dr Dinh Ngoc Vien (2002), “Logistics services of international cargo”, Transportation Publishing (3) The Ministry of Finance (2010), “Guidelines about customs procedures, inspection and supervision, import and export taxes, and tax administration for export and import goods”, Circular 194/2010/TT - BTC (4) Vu Phong (2010), “Regulation on ramification of import and export cargo and customs inspection” (5) Nguyen Quoc Tuan (2015), “Management of state for logistic services at Haiphong port” (6) Thai Van Vinh & Devinder Grewal (2007), “ROPMIS model” (7) General Statistics Office Of Vietnam (2014), “Statistical yearbook of Haiphong city over the years” (8) Vietstock.vn (2010), “Recommendation of Investment” (9) “Vietnam Commercial Law”, 2005, Article 163 (10) “Vietnam Commercial Law”, 2005, Article 164 (11) “Vietnam Commercial Law”, 2005, Article 167 (12) “Law of Customs”, 2005, Article 18 (13) Article 8, clause 1, decree No 138/2004/ND-CP, 25/6/2004 (14) Decision No 2629/QĐ-TCHQ, 09/09/2014 Some websites used during research: (1) http://goodtrans.vn (2) http://vietstock.vn (3) http://www.tapchithue.com (4) http://www.customs.gov.vn Nguyễn Thị Thu Hằng – GMA02 Page 54 Recommendations to improve the freight forwarding services for importing FCL cargoes at GOODTRANS – Haiphong APPENDICES PHIỀU KHẢO SÁT KHÁCH HÀNG Kính thưa Quý khách, Nhằm nâng cao hoàn thiện dịch vụ giao nhận để phục vụ khách hàng, Quý khách vui lòng dành thời gian trả lời nội dung câu hỏi nêu bảng khảo sát đây, mức độ xác cao Ý kiến đóng góp Quý Khách có ý nghĩa quan trọng để giúp Công ty TNHH Dịch vụ vận tải quốc tế GOODTRANS cải thiện dịch vụ thời gian tới Xin chân thành cảm ơn Thang đo bảng khảo sát gồm mức: từ đến 1: Hồn tồn khơng đồng ý 2: Khơng đồng ý 3: Bình thường 4: Đồng ý 5: Hồn toàn đồng ý Nguyễn Thị Thu Hằng – GMA02 Page 55 Recommendations to improve the freight forwarding services for importing FCL cargoes at GOODTRANS – Haiphong BẢNG KHẢO SÁT Tiêu chí Ký hiệu R1 Nguồn lực (R) R2 R3 R4 R5 O6 O7 Kết (O) O8 O9 O10 O11 O12 P13 Quá trình (P) P14 P15 P16 M17 Quản lý (M) M18 M19 M20 Nội dung Thang điểm Các trang thiết bị công ty ln sẵn có để phục vụ nhu cầu khách hàng Các trang thiết bị công ty hoạt động tốt, ổn định Cơng ty có tài ổn định Khả theo dõi vận chuyển hàng hóa công ty tốt Cơ sở hạ tầng công ty tốt, khang trang Tốc độ thực dịch vụ cơng ty nhanh chóng Cơng ty ln cung cấp dịch vụ cách đáng tin cậy (thực cam kết giao, nhận hàng hạn) Công ty cung cấp dịch vụ cách quán Công ty ln đảm bảo an tồn hàng hóa (khơng bị mát, tổn thất) Cơng ty ln đảm bảo độ xác chứng từ (chứng từ không mắc lỗi) Các dịch vụ cơng ty đa dạng ln sẵn có (bất nơi đâu) Giá (cước phí) dịch vụ cơng ty cạnh tranh Thái độ, cung cách phục vụ nhân viên công ty để đáp ứng nhu cầu khách hàng tốt Nhân viên công ty sẵn sàng đáp ứng yêu cầu khách hàng cách nhanh chóng Nhân viên có kiến thức tốt yêu cầu nhu cầu khách hàng Công ty ứng dụng tốt công nghệ thông tin dịch vụ khách hàng Công ty ứng dụng tốt công nghệ thông tin quản lý, điều hành Hiệu quản lý điều hành công việc công ty cao Kiến thức kỹ năng, trình độ người quản lý, điều hành cơng ty cao, bao gồm khả xử lý cố, tai nạn Công ty thấu hiểu nhu cầu yêu cầu Nguyễn Thị Thu Hằng – GMA02 Page 56 Recommendations to improve the freight forwarding services for importing FCL cargoes at GOODTRANS – Haiphong M21 M22 M23 Hình ảnh (I) TNXH (S) I24 S25 SAS1 Sự hài lòng (SAS) SAS2 SAS3 SAS4 SAS5 khách hàng Công ty có phản hồi tốt từ phía khách hàng Cơng ty có quan hệ tốt với bên cung cấp (cảng, hãng tàu,…) Công ty không ngừng cải thiện q trình quản lý, điều hành cơng việc hướng đến khách hàng Uy tín, thương hiệu cơng ty thị trường tin tưởng Cơng ty có cách ứng xử trách nhiệm xã hội người Nhìn chung, q vị hài lòng với sở vật chất cơng ty Nhìn chung q vị hài lòng với cung cách phục vụ cơng ty Nhìn chung, quý vị hài lòng với chất lượng dịch vụ công ty Quý vị giới thiệu dịch vụ công ty cho người/đối tác khác Trong thời gian tới, quý vị tiếp tục sử dụng dịch vụ công ty Nguyễn Thị Thu Hằng – GMA02 Page 57 Recommendations to improve the freight forwarding services for importing FCL cargoes at GOODTRANS – Haiphong BẢNG TỔNG KẾT Tổng: 23 khách hàng Tiêu chí Ký hiệu R1 Nguồn lực (R) R2 R3 R4 R5 O6 O7 Kết (O) O8 O9 O10 O11 O12 P13 Quá trình (P) P14 P15 P16 M17 Quản lý (M) M18 M19 Nội dung Các trang thiết bị cơng ty ln sẵn có để phục vụ nhu cầu khách hàng Các trang thiết bị công ty hoạt động tốt, ổn định Cơng ty có tài ổn định Khả theo dõi vận chuyển hàng hóa cơng ty tốt Cơ sở hạ tầng công ty tốt, khang trang Tốc độ thực dịch vụ cơng ty nhanh chóng Công ty cung cấp dịch vụ cách đáng tin cậy (thực cam kết giao, nhận hàng hạn) Công ty cung cấp dịch vụ cách quán Công ty đảm bảo an tồn hàng hóa (khơng bị mát, tổn thất) Cơng ty ln đảm bảo độ xác chứng từ (chứng từ không mắc lỗi) Các dịch vụ công ty đa dạng ln sẵn có (bất nơi đâu) Giá (cước phí) dịch vụ công ty cạnh tranh Thái độ, cung cách phục vụ nhân viên công ty để đáp ứng nhu cầu khách hàng tốt Nhân viên công ty sẵn sàng đáp ứng yêu cầu khách hàng cách nhanh chóng Nhân viên có kiến thức tốt yêu cầu nhu cầu khách hàng Công ty ứng dụng tốt công nghệ thông tin dịch vụ khách hàng Công ty ứng dụng tốt công nghệ thông tin quản lý, điều hành Hiệu quản lý điều hành công việc công ty cao Kiến thức kỹ năng, trình độ người quản lý, điều hành công ty cao, bao Nguyễn Thị Thu Hằng – GMA02 Điểm trung bình 2.5 2.8 4.0 3.0 3.0 4.0 4.2 4.0 3.8 3.8 3.0 3.5 3.8 3.5 3.5 3.0 3.0 3.8 3.8 Page 58 Recommendations to improve the freight forwarding services for importing FCL cargoes at GOODTRANS – Haiphong M20 M21 M22 M23 Hình ảnh (I) TNXH (S) I24 S25 SAS1 SAS2 Sự hài lòng (SAS) SAS3 SAS4 SAS5 gồm khả xử lý cố, tai nạn Công ty thấu hiểu nhu cầu u cầu khách hàng Cơng ty có phản hồi tốt từ phía khách hàng Cơng ty có quan hệ tốt với bên cung cấp (cảng, hãng tàu,…) Công ty không ngừng cải thiện trình quản lý, điều hành cơng việc hướng đến khách hàng 3.8 3.5 3.5 3.5 Uy tín, thương hiệu công ty thị trường tin tưởng 3.8 Công ty có cách ứng xử trách nhiệm xã hội người Nhìn chung, q vị hài lòng với sở vật chất cơng ty Nhìn chung quý vị hài lòng với cung cách phục vụ cơng ty Nhìn chung, q vị hài lòng với chất lượng dịch vụ công ty Quý vị giới thiệu dịch vụ công ty cho người/đối tác khác Trong thời gian tới, quý vị tiếp tục sử dụng dịch vụ công ty 4.0 Nguyễn Thị Thu Hằng – GMA02 3.5 4.0 4.0 4.0 3.8 Page 59 ... 2.2.2 Result of freight forwarding process for importing FCL cargoes 42 CHAPTER 3: RECOMMENDATIONS TO IMPROVE THE FREIGHT FORWARDING SERVICES FOR IMPORTING FCL CARGOES AT GOODTRANS – HAIPHONG BRANCH... analysis of freight forwarding services for importing FCL cargoes 43 Nguyễn Thị Thu Hằng – GMA02 Page iv Recommendations to improve the freight forwarding services for importing FCL cargoes at GOODTRANS. .. GOODTRANS – Haiphong Chapter 3: Recommendations to improve the freight forwarding services for importing FCL cargoes at GOODTRANS – Haiphong Nguyễn Thị Thu Hằng – GMA02 Page Recommendations to improve