Chiến lược maketing giữ vững vị trí số 1 về dịch vụ di động của chi nhánh viettel hải phòng e

“The marketing strategy to hold steady the number position of Viettel Hai Phong Branch” I INTRODUCTION ABOUT VIETTEL HAI PHONG BRANCH: - Date of establishment: October 15 th, - 2001 Directly under: Viettel Telecommunications Group, Military Telecommunications Group Headquarter: Le Hong Phong street, - Thanh To, Hai An, Hai Phong The Branch possesses the largest telecommunications network infrastructure in Hai Phong city and trades in the authorized telecommunications services in Hai Phong The major services include: Landline phone, Internet, and Mobile phone In 2011, the branch achieved 890 billion VND of turnover, the highest - level among all other telecom businesses operating in this region Organizational structure: Board of Directors; Departments; 15 District - Centers; 300 employees The Viettel Hai Phong’s telecom services: 2G and 3G Mobile telecommunications services include prepaid subscribers and postpaid subscribers which accounting for 40.6% mobile phone market share in Hai Phong The mobile phone services’ turnover represents more than 90% Viettel Hai Phong’s total amount II INTRODUCTION ABOUT THE TARGET MARKET: Macro environment: The natural conditions, population, and cultural characteristics of Hai Phong: - Total area: 1,512 km2, accounting for 0.45% of the nation’s natural area Hai Phong is a first – ranking city at national level which operates sea and island tourism - The total population in 2012 are expected to reach 1,952,153 people (of which, people within work age: 1,511,936, representing 75,2% of the total population) - Administrative border line: 07 urban districts, suburban districts with a total of 228 wards and communes - 29 schools includes: 04 universities & 25 colleges and intermediate schools, and 742 schools ranging from preschools to high schools - At the end of 2011, there are 13,826 enterprises to pay taxes in Hai Phong – and it is predicted that more 2,051 enterprises shall enter this market in 2012 GDP and the economic structure: - GDP in 2012 is predicted to increase by 11% to 12.5% compared with the preceding year - Per capita income: 1,550 USD per capita per year - Telecom services expenses represents nearly 4.7% of per capita income which give advantage for telecom services suppliers in Hai Phong - GDP structure: + Agriculture, forestry, aquaculture: 9% + Industries and constructions: 37% + Services: 54% - The economic structure has rapidly transformed toward industries and services Hai Phong’s socioeconomic development orientation: - Hai Phong’s first objective is to build an information infrastructure at national level with a modern technology network, big capacity and high speed The city gives first priority to information technology development in its departments, branches - Some large industrial projects which will be put into operation such as: Dinh Vu Polyester Fines Factory, Kyocera Mita factory, Hanoi Beer Factory which is at stage in An Lao suburban district - In 2012, the city has attracted more foreign direct investment, especially from Japan The urban area has undergone an evolution: There are new districts of - Hai An and Duong Kinh, Ho Sen – Cau Rao new urban area etc; speeding up the ongoing urban area development projects like VSIP urban-industrial zone, new town and new 100m road located in Lach TrayHo Dong, etc Invest in social infrastructures, pay attention to some key projects for - example: the Second establishment of Vietnam-Czechoslovakia Hospital, Hai Phong University, Specialized High School of Tran Phu, The city’s palace of culture…  The telecom business opportunities provided by the macro environment: With the GDP growing rate of 11% – 12.5% in 2012, Hai Phong’s telecom growing rate is expected to double the GDP rate, which is equivalent to 22% - 25% The telecom consumption density per GDP per capita income tends to increase - strongly The average expense for telecom services only represents 4.7 % of their total income The transformation of industrial and service structures with a series of investment - projects which have been put into operation will attract a large number of workers from the adjacent provinces Micro environment: 2.1 To evaluate the local telecommunications market: The market share of telecom services suppliers in Hai Phong until December 31, 2011 a Regster 2G Mobile phone subscribers: 2010 Res N0 SUPPLIERS Res 2G’s 2G’s subscribers market share Viettel Mobi Vina Beeline VN Mobile Total 644.049 635.980 329.857 19.550 35.188 1.664.624 38,7% 38,2% 19,8% 1,2% 2,1% 100% Res 2G’s progressive subscribers 783.803 755.744 268.862 53.520 70.254 1.932.183 2011 Res 2G’s market share 40,6% 38,2% 13,9% 2,8% 3,6% 100% Res 2G’s Growing additional Rate subscribers 139.754 119.764 -60.995 33.970 35.066 267.559 122% 119% 82% 274% 200% 116% Until the end of 2011, Viettel has still represented the leading market share in Hai Phong with the density of 40.6% market share (of which Viettel’s prepaid subscribers is the largest of 46,367, accounting for 45% prepaid subscriber market share – However, the Average Revenue per User (APRU) of Viettel’s postpaid subscribers has been 250,000 per subscriber, much lower than the APRU of MobiFone which has reached 480,000 per subscriber In 2012, Viettel shall pay attention to this challenge) b 3G Mobile phone subscribers: 3G mobile phone No Suppliers subscribers Subscribers Market share 46,9% 25,1% 27,6% 0,40% The Viettel 61.639 subscribers Mobi 32.949 Vina 36.314 have been DN Khác 520 unhabituated Total 131,422 100% to the 3G technology to contact leading to the low number of 3G users Other reasons should be their doubt about the unstable phone call quality and the percentage of 2G users using cheap input and output devices accounting for 70% of the total mobile phone subscribers results in limited percentage of 3G subscribers in 2011 c Real turnover: (The Inspection Department is the only resource to collect the turnover data) No Content VND Viettel VNPT Turnover Billion 890 Market % 30,9% share Gr % 130% owing rate Mobi Beeline VN Others Total 900 42 94 64 2,810 29,3% 32,6% 1,5% 3,4% 2,3% 100% 101% 448% 102% 810 120% 382% 2011/2010 20% d The distribution network until December 31st, 2011: No Content Store/supermark et % Market share Authorized Unit Viettel Mobi VNPT Beeline VN Others Total Store 17 18 38% Agent agents % market share 20% Common agents Agent 14 % market share 15% Point of sales Location 2.879 Location Employee 460 employees % market share 58% 18 1 45 40% 40% 2% 2% 11% 100% 5 35 14% 26 28% 2.870 14% 26 28% 2.870 6% 11 12% 2.870 9% 9% 2.870 17% 11 12% 2.870 100% 93 100% 150 150 - - 150 800 0% 0% 19% 100% 19% 19% A diversified distribution network in large number which cover all over the Hai Phong cities has supplied its product to individual customers The distinctive difference between Viettel and its rivals is Viettel’s local distribution employee network in every ward and commune h Mobile phone network in 2011 No Content Unit * BTS Tủ 2G " network Market % share 3G " network Viettel Mobi 805 381 Vina 442 Beeline VN 88 75 Others Total 175 1,966 459 250 273 88 75 135 1,280 36% 20% 21% 7% 6% 11% 100% 346 131 169 40 686 Market share % 50% 19% 25% 0% 0% 6% 100% Evaluation: In 2011, Viettel was still regarded as the leading telecom infrastructure supplier in Hai Phong, including 2G and 3G network However, due to the city’s relatively even and flat terrain, Viettel’s existing advantages of modern infrastructure and bigger capacity are not the long term strengths, especially when its rivals launch their ultimate services 2.2 Competitor analysis: a Mobifone - Strengths :  MobiFone operates at highly professional level of management thanks to the overseas joint-venture period MobiFone Hai Phong has been given comprehensive and direct assistance from VNPT’s the Center at the Area  Roaming with Vinaphone network and other 80 countries worldwide  Significant investment in point of sales and after-sales authorized agents, good image development and quick implementation  Huge potential investment capital  The network quality regarded as a stable and reliable one  Prequent and regular customer care services which have been highly appreciated as the best among other mobile phone suppliers in Hai Phong  Highly flexible promotion campaigns – mobile sale  Frequent public relation events which attract alot of attention such as : Rock Storm – Sing with the autumn, Road show, ect - Weaknesses :  Shallow distribution networks, lack of customer care and sales agents at commune and village levels  Thin direct shops and no transactions on Sunday and other national holidays  Temporary employees resulted in lack of strategic and sustainable attachment among the group staff  Slow implementation of additional infrastructure and network, heavily depending on the human resorces of Vinaphone and VNPT Hai Phong ; poor network quality on some islands like Cat Hai, Cat Ba, Thuy Nguyen b.Vinaphone: - Strengths:  Good relationships establishment with local authorities and having given favourable conditions  Extensive distribution network and high commission  The cable network covers the whole city with distinct sale and management units – VNPT Hai Phong  Huge experienced human resources in telecom services supply  Value added services usage and supply including: 1080, 1088, 19001570… MyTV service and VIP Tivi  Ability to quickly launch services supply, providing prompt and enthusiastic services of maintainment and repair to customers  Some formal and important positions in the city have been put underground  Customers are provided with qualified products which have been highly appreciated by customers  Develop service packages for various user groups with favourable discount (create the biggest difference among other telecom suppliers in Hai Phong) - Weaknesses:  Narrow postpaid subscribe distribution networks which are mainly carried out by post offices at district and city level The VinaPhone image has not been expanded in the city  Initial installation cost remains at high level and their services are inflexible  Lack of direct marketing programs or communications, thin promotion campaigns and undetailed discount prices  High employee average age of 38 which results in heavily slow development c.Vietnam mobile - Strengths :  Highly specialization thanks to the foreign joint-venture Huge potential investment capital  The company image and the customer service manner represent its highly professional nature, bearing the ‘youthfulness’  Qualified network, wide bandwidth which limit the percentage of drop-out during conversations up to 99%  15% to 25% lower service price compared to other supplier with constant creative breakthroughs to bring out new packages - Weaknesses:  Cope with much prevention from local authorities during its network infrastructure implementation leading to slow infrastructure development and unsatisfactory cover area  Have not been able to launch 3G service (which is a disadvantage for Vietnam mobile to develop its high-class subscribers who use Smart phone)  Small and scattered customer care operations which has left no reputation d.Beeline: - Strengths :  Beeline is a join-venture mobile phone network with a Russian telecom group – Vimpelcom, therefore it is highly specialized with huge potential investment capital  Its image is attached with the MU Football Club which helps make strong impression on MU fans and a highly professional customer service manners  Very qualified network with wide bandwidth which limit the percentage of drop-out during conversations up to 99%  15% - 25% lower service price compared with other suppliers with constant creative breakthroughs to bring out new packages - Weaknesses:  Slow network infrastructure implementation resulting in unsatisfactory cover areas  Have not been able to launch 3G service (which is a disadvantage for Vietnam mobile to develop its high-class subscribers who use Smart phone)  Small and scattered customer care operations which has left no reputation 2.3 Viettel Hai Phong’s reputation and brand name evaluation at local level - Viettel branch name has been elevated to a higher level and has been recognized by the city authorities as one of the typical enterprises to make biggest contribution to the city’s budget (52 billion in 2011), it has also created jobs for over 1,500 employees (including freelance cost collectors: 460 people, Call center agents: 800 people) Viettel Hai Phong awarded and praised by the city Chairman Viettel Hai Phong has gained trust of and developed business cooperation with - project investors, building owners, industrial zones and export processing zones managers There have been large projects at national level; Viettel Hai Phong also invested in some projects like VSip project by Japan and Singapore, etc After a decade of development, Viettel Hai Phong remains the single unit which - has built brand head office and Call center These developments represent its strong development 2.4 - Branch internal evaluation: Viettel Hai Phong’s strengths in 2011  Management method is heavily influenced by military principles: resoluteness and strictness  Modern tools to support management system: the television bridge system  Equal specialized knowledge with understanding of the area and the market demands  Effective distribution network (Viettel Hai Phong has transaction centers at every urban and suburban – point of sales and field agents to every ward and commune)  Having the largest 2G and 3G network infrastructure with the best quality  Diversify its products and services - Weaknesses:  Low level of specialization (develop too many areas – professional deviation)  Wide but not deep distribution network (untrained field agents, ineffective after-sales authorized agents)  Slow reactions to competitors’ new operations (promotion policies behind those of the rivals – phone card recharge at the beginning of month, exchange Viettel SIM to MobiFone SIM, provide money to sale locations who agree to take down Viettel signs….)  Limited impact on the local authorities (based mainly on the suportive policies to the local community on funding, exchanges and cooperations) General evaluation on business environment - Advantages :  Viettel Hai Phong has always received assistance from the headquarter and the regional Board of Directors  The network infrastructure has turned to the largest after the EVN integration  The 100% commune network has television bridge which provides strong support to the management operations - Difficulties and threates :  Larger organization – higher turnover – heavier duties : The human resources should meet new qualification requirements (experience – educationa  The Centers at commune level have been given greenlight to take initiative in all operations while the management and supervision system is not professional : easy to rise negative problems, losing internal unity  The EVN integration is likely to cause human resources redundance which make the employees worry about becoming laid off ; lower their voice ; and avoid breakthrough ideas  Business opportunities in 2012  The first opportunity : With the GDP growing rate of 11% – 12.5% in 2012, Hai Phong’s telecom growing rate is expected to double the GDP rate, which is equivalent to 22% - 25% Therefore, the telecom business area in 2012 still enjoys a good growing rate The second opportunity: the telecom expense per GDP per capita income is likely to increase strongly Currently, the average expense for telecom services is 4.7% of the total capita income There have been opportunities to increase APRU The third opportunity: The structural transformations of services and industries with a series of investment projects which have been put into operation are likely to draw a large number of unskilled workers from adjacent provinces into Hai Phong Consequently causing a major population transfer, Viettel Hai Phong, therefore, has opportunities to develop low-cost packages and much more internal network calls The last opportunity: The Viettel-EVN integration provides favorable conditions for Viettel to possess nearly 100 million subscriptions, which are likely to attract customers in 2012 Define target markets: 3.1 : Market segments No Customer groups Farmers, Potential subscribers 610.500 2011 Viettel Number estimated of Viettel percentate 2012 Total non- subsription subscribe s rs 52% 317.460 293.040 Estimate% of Viettel’s future subscribers 15% 2012 Viettel Viet potential 2012 subscribers subsc 43.956 361 fishermen, the poor, the elderly and the nonresident Civil servants (doctors, police officers, 240.123 45% 108.055 132.068 20% 26.414 134 310.229 60% 186.137 124.092 15% 18.614 204 300.345 48% 144.166 156.179 18% 28.112 172 29.728 45% 13.378 16.350 40% 6.540 19 118 44% 52 66 40% 26 420 40% 168 252 40% 101 20.500 70% 14.350 6.150 50% 3.075 17 783.766 728.197 126.838 910 small businessper son) Pupils, students Workers in industrial zones University, college and intermediat e school lectures Artists Reporters and writers Soldiers – naval forces Total 1.511.963 3.2 Define target markets: - With such a “well-experienced” telecom market in Hai Phong, in order to draw more subscribers in 2012, Viettel Hai Phong should focus on the young users who are likely to react to new policies, they include: Pupils – Students, Farmers – the unresident, Civil servants – serviceperson – educators, unskilled workers at industrial zones  Pupils - students: Enjoy new, exciting and low-cost programs with value added services (music, movies,…)  Farmers, fishermen, the poor, the elderly and the unresident: limited intellectual standards and low income but enjoy low-cost services They mostly use basic telecom services such as: receiving and making phone calls, or sending messages  Civil servants – serviceperson - educators: higher intellectual standards and stable income, some even have high income, they use various telecom services  Unskilled workers in industrial zones: stable income, low-cost enjoyment III INTRODUCTION ABOUT MARKETING MIX STRATEGY The development objective of Viettel Hai Phong’s mobile services in 2012: Maintain the number position on mobile services; mobile phone subscribers represent 50% population based market share; 3G subscribers account for 10% to 15% of the total mobile phone subscribers, of which, the number of 2G and 3G registered subscribers increase by 141,000 which make the total number in 2012 is 910,640 subscribers, making up 45% market share of the total subscribers Define position for Viettel Hai Phong’s mobile service: The best quality, the most competitive price, and a wide range of products and services which suited to individual customers (with postpaid packages: Vip package, Basic package, Family package, and Cooperate package; and prepaid packages: Student package, Hi School package, Happy Zon package, Ciao package, Sea + Tomato package, economy package Each of them has different value which should meet any customer requirement) Solutions: III.1 Solutions to services: a With customer group of Pupils – students: introduce Student package and Hi School package - Student package: the prepaid package converge all premium features of Viettel existing packages:  The lowest rate of phone call and message among other prepaid packages  No time limitation  Being added 25,000 VND into the account every month  The automatic registration and fee of charge of the high speed Data package with 30MB fee monthly  Use group call to save up to 50% cost  Registration condistions: the subscribers must be students - Hi School package: the prepaid package for pupils within 14 to 18 years old With the message of “accompany with green age”, Hi School will represent Viettel to accompany the pupils throughout their high school to exchange and to develop skills and knowledge for their future life:  Lowest charge call and message services of prepaid packages  Unlimited use duration  to register SMS internal network: 3,000 VND per 100 SMS  The automatic registration and free of charge of the high speed Data package with free 10MB monthly  Free of charge of Imuzik incoming call music  Registration condition: the subscribers must be from 14 – 18 age b For the group of farmers, fishermen, the poor, the elderly and the unresident, Viettel introduces Tomato package and Sea+ package (for fishermen) - Tomato package: Viettel’s most popular package, especially designed for user group who want to use mobile phone but mostly for receiving incoming calls The package has unlimited use period with a zero monthly fee  Unlimited use time => as long as the subscriber account is not out of charge;  No monthly subscription fee;  No connection fee;  Make just a single outgoing call within two moths  The subscribers are able to make phone calls or to send messages at any time as long as their account is more than zero - Sea+ Package: With message of “sail out together”, Viettel’s prepaid Sea+ package is designed with preferential and special features to help the life of the people living in coastal regions become more security and comfortable:  Emergency notification feature via text message with the first number of 1111: subscribers register a list of message receivers (maximum 10 phone numbers) When encounter dangers, the subscribers send message to 1111, the message will be automatically sent to the list numbers  Provide sea weather bulletins of 10 territorial waters and emergency phone numbers (border phone numbers, SOS phone numbers) through SMS (5x55) and via the direct answer operators (Telephone Center 1111)  Group call feature via the first 186: subscribers are able to register 10 Viettel mobile phone numbers in order to save 50% call charge when making phone calls to these registered numbers (10,000 vnd monthly fee, deducting from the original account)  Unlimited use time; only need to make a single outgoing contact (making a phone call or sending a message), or recharge within 60 days c For the group of unskilled workers: Viettel is to develop a Worker package: - Worker package: the prepaid package converges all premium features of Viettel existing packages:  The lowest rate of phone call and message among other prepaid packages  No time limitation  25,000 VND added into account monthly  The automatic registration and fee of charge of the high speed Data package with 30MB fee monthly  Use group call feature to save up to 50% cost  Registration condition: the subscribers must be workers d For the group of civil servans, educators, and servicemen: Viettel introduces Economy, Happy Zon, Basic, and Family Packages - Economy Package: Viettel’s simple and convenient prepaid package, and easiest to use, Economy packages includes a lowest call cost package of under 150,000 vnd per month for individual subscribers who frequently make phone calls  No subscription contract;  No connection free;  No monthly or daily subscription fee;  No monthly bill of charge;  Payment per phone call;  Extremely low call cost;  Able to use the services at any time - Happy Zon Package: the package is specially designed for frequent traveler within a certain area (within a province or a city) Happy Zon distinguishes the subscription rate when the user is in the registered region with the subscription rate when the user is out of the registered area The subscribers will enjoy preferential rate when making calls in the active region  No monthly subscription  Enjoy preferential rate when making calls in the registered region - VIP Package: the prepaid package designed for high income customers with many preferential offers  No deposit when registering for international roaming services;  Charge blocking postponement;  After subscription, the subscribers are to be installed with value added services;  Enjoy the first 200 minute free of charge domestic calls per month;  Enjoy the first 100 SMS domestic messages free of charge per month;  Enjoy free monthly subscription for MCA service;  Enjoy free monthly subscription for V-mail services:  Register to use Dvip data service package with the following preferential offers: + Free of charge of monthly subscription; + Free of charge capacity: 300MB; + Charge for excess quantity: 0,25vnd per 1kb (for the excess of the first 300 MB) - Basic Package: Viettel’s one of the popular postpaid packages for individual customers who has the average use of more than 150,000 vnd per month  Charge payment at the end of every month;  Enjoy best value added and customer care services;  Attractive and competitive call charge: low call charge, suited to users with intensive calls;  Enjoy convenient and flexible payment methods: the subscribers may pay monthly charge with prepaid phone cards via Pay 199 method through a bank account Besides, if required, there will be bill collectors to their door;  Many preferential offers: the subscribers enjoy many value added services for the postpaid users such as: block incoming calls, swift incoming calls etc, and - have opportunity to participate the regular customer programs, etc Family Package: a postpaid package exclusively designed for family members, friend groups which consist of minimum to Viettel’s postpaid subscribers:  The call charge made between the group members reduce to 495vnd/minute;  Outgoing calls to registered 02 landline phones (including wire and wireless landline phones of all telecom networks) decreases to 495 vnd/minute;  Enjoy best value added and customer care services; III.2 Solutions to distribution and sales networks:  Develop more intensive sales and distribution networks based on the existing ones with 2012 viewpoints described as follows: Good images – Good products – Good customer care services”  To expand the existing sales and distribution networks, establish more than new 700 point of sales at universities, colleges, intermediate schools, stations and transaction points of the Military Bank, VCB Bank through comprehensive cooperation agreements  To ensure the frequency care for point of sale per week  Proposals to change care method for the points of sale in 2012 Viettel’s staffs only sell products and give answer to their questions; the Sales Department will employ a fixed regional collaborator force to take responsibility for printed advertisements, public communication This collaborator force not only distributes printed advertisements but also supervise sales performance of Viettel staffs  To apply modern information technology to manage and supervise Points of sale and Sale agents Take advantage of Google Map to bring their locations and images on Offline Google Map so as to the Point of sale covered areas on the map Develop new points of sale to ensure the areas covered with point of sale at least for every 300m to 500m  The Sale Department give directions to collect accurate data of 100% points of sale in order to precisely define how to invest and equip them with proper images For example: if the point of sale located at a good and convenient area, it may need a bigger sign than the normal of million per point of sale Then the Department submits proposal paper; if the point of sale has nice looking showcases and good sales revenue, it should be provided with decorative decants It should not be all equal  Since the market has become saturated, the best solutions to a better sales is to sell directly, including sales teams or groups (collaborators are the core force to develop this form of selling), mobile selling (multitasking employees are the key force) and direct sale (The Board of Directors – Department Managers and their vice are the core force) If the solutions are to be followed adequately, they shall be very effective and efficient  Increase the temporary labor forces to sell products based on the ground that Viettel provide them with equipments and initial costs, however, they have to pay in full for the products The first year and the second year students studying at the local universities and colleges should be the chosen ones Through the Youth Committee of the schools to inform they of their chance to work for Viettel and to earn some extra income  Narrow the regional existing sales agents and eliminate those of no sales capacity To become Viettel bill collectors, Collaborators have to make sure the number of bills in order to earn enough income, besides, they also have to be equipped with sales knowledge and skills to be qualified enough to enter into collaborator contract with Viettel III.3 Communication solutions:  The 2012 communication viewpoint is to shift into Listening and Reading, in which, the listening is to focus on the communication systems of wards and communes Take advantage of newspapers, televisions and turn them into moderators for Viettel This approach has shown more effectiveness than the traditional ones (The frequency of appearance on newspaper is twice per month) and radiobroadcast time a day The reading is to focus on some certain readers through some approaches like sending direct letters via mail to customers or enterprises with frequency  Launch long term communication plan (to save advertising cost), sign quarterly agreements with its strategic partners in order to lower the prices of some traditional products  Build public relationships and expand Viettel brand name, however the campaigns must attach with sale operations, especially the communication through mobile selling and team or group selling Every plan must be put into consideration based on the ground of short term and long term “receipts and expenses”  Maintain a 3G corner at each transaction shops  Attach the images of 3G services with every mobile sales operation Use 3G images for all printed advertisements and sponsor programs in 2012  Implement lively scene programs at weekend at transaction centers such as lucky draw for pupils-students, sending message contests, 3G service understanding and answers  Precise determination of target markets and services; bravely choose new approaches to build services, and distribution, sales, communication networks; and In association with 300 Viettel’s employees’ solidarity, performance and creation and with the resolute and thorough management method which have been traditional reserved and developed in military forces, Viettel Hai Phong will continue to comprehensively develop at high speed and with stableness, maintaining the number position on mobile phone services in the area of the Port city IV Reference materials: Maketing 101, Society and Labour Publisher; Maketing Management by Philip Kotler, Society and Labour Publisher; http://viettel.com.vn http://vietteltelecom.vn http://www.youtube.com/watch?v=k1G8_xl-Rpo ... in 2 012 is predicted to increase by 11 % to 12 .5% compared with the preceding year - Per capita income: 1, 550 USD per capita per year - Telecom services expenses represents nearly 4.7% of per capita... individual customers The distinctive difference between Viettel and its rivals is Viettel? ??s local distribution employee network in every ward and commune h Mobile phone network in 2 011 No Content... employees are the key force) and direct sale (The Board of Directors – Department Managers and their vice are the core force) If the solutions are to be followed adequately, they shall be very effective