INTERNSHIP REPORT YGC logistics joint stock company

TABLE OF CONTENT TABLES AND CHARTS ii LIST OF ABBREVIATIONS iii INTRODUCTION PART 1: OVERVIEW OF YGC LOGISTICS JOINT STOCK COMPANY 1.1 General information of YGC 1.1.1 General introduction about YGC 1.1.2 Foundation and development .2 1.1.3 Vision of YGC logistics JSC 1.1.4 Mission of YGC logistics JSC .3 1.1.5 Core values of YGC Logistics JSC 1.1.6 Policies of quality 1.1.7 Business sector .4 1.1.8 Company’s structure 1.2 Department of internship 1.2.1 Role of Sales Department 1.2.2 Mission 1.2.2 Department’s structure PART 2: INTERNSHIP PERFORMANCE AT YGC LOGISTICS JSC 2.1 Roles and responsibilities during internship phase 2.2 Challenges and lessons learnt 2.2.1 Challenges .9 2.2.2 Lessons learnt .9 PART 3: PROBLEM OF USING ENGLISH IN THE COMPANY 11 3.1 The use of English in the company .11 3.2 Solutions and recommendations for the problem 11 PART 4: THESIS TOPIC OF INTEREST 13 CONCLUSION 14 REFERENCES 15 i TABLES AND CHARTS Image 1.1: Logo of YGC Logistics JSC Diagram 1.1: Company’s structure Table 1.1 Labor structure of sales department 2015-2017 Table 1.2 Quantity of people and English capacities in 2017 ii LIST OF ABBREVIATIONS JSC: Joint Stock Company iii INTRODUCTION Nowadays, international integration is happening faster and stronger under the influence of many factors, especially the market economy Implementing the policy of international economic integration of the Party, our country has step by step actively integrating into the regional and world economy Thus, import and export play an important role in the growth and development of the economy As a joint stock company operating in the field of import and export, YGC forwarding company has made its name and formed a competitive advantage thanks to advances in applied technology in each step of the operation export and import of the company Being recommended and allowed by the Faculty of English – THUONGMAI University, I have gratefully experienced as an intern in the office of YGC Logistic JSC After one month (from 1/1/2018 to 26/1/2018), under the valuable support and instruction of managers and colleges in the company, I was able to apply the knowledge obtained at university into practice, meanwhile collecting basic information to complete the internship report I would like to express my sincere thanks to teachers at English Department – THUONG MAI University as well as the staffs of YGC Logistic JSC for helping me complete this report Since the practice time is only in the early stages and my ability is limited, I look forward to receiving your comments in order to perfect the paper Hanoi, January 28, 2018 Student Tran Thi Tai PART 1: OVERVIEW OF YGC LOGISTICS JOINT STOCK COMPANY 1.1 General information of YGC 1.1.1 General introduction about YGC Name: YGC Logistics Joint Stock Company Registration Number: 0107069269 Tax Code: 0107069269 Website: http://ygc-logistics.vn/ Image 1.1: Logo of YGC Address: 7, Tram Troi town, Hoai Duc district, Hanoi Logistics JSC Telephone: 84 6684 4282 Email: cs1@ygc-logistics.vn 1.1.2 Foundation and development YGC Logistics JSC is an international freight forwarder which was founded in 2014 and fully licensed by Hanoi Authority for Planning and Investment – a member of VIETNAM LOGISTICS BUSINESS ASSOCIATION with an extensive and professional agent’s network over the world YGC Logistics JSC is specialized in the field of international freight forwarding, providing international and domestic freight services, cargo clearance services, import / export permits, specialized inspection branch… By 2017, YGC Logistics has agents in more than 100 countries, seaports and international airports to create a reliable and flexible logistics service network to meet the diverse needs of local customers Point / delivery, type of service, type of goods, time of delivery and delivery YGC currently offers services in Hanoi, Hai Phong, and Ho Chi Minh City YGC Logistics started its global forwarding service with a team who are young and dynamic, having deep experience in shipping and logistics industry and providing service for customers in consumer, medical, lab, machining and heavy equipment industry, etc Over the past three years, YGC has provided services to more than 10,000 customers and became a familiar partner for customers who need transportation methods In 2017, YGC Logistics was in top 15 of air cargo agents in Vietnam with average volume of 100 tons in export shipment per month to main destinations in China, Japan, the US and Europe 1.1.3 Vision of YGC logistics JSC YGC Logistics always strives constantly to become a national and international powerful enterprise YGC provides professional, perfect services to customers, look forward to be one of the enterprises with the best quality and most professional services in Vietnam and international markets with the slogan: "The Logistics solutions provider" 1.1.4 Mission of YGC logistics JSC YGC always strive to make the company becomes a powerful, lasting enterprise, build and develop brand with great competitiveness inbound and outbound of the country 1.1.5 Core values of YGC Logistics JSC - "Solidarity" creates the power of company - “Conscientiousness – Reputation” for all customers and partners - “Accuracy – Timeliness” is the responsibility to make the brand - "Development - Sustainability" is the target - "Professional and standardizing" is the core value of the company 1.1.6 Policies of quality - Identify the needs exactly; give the best solution to the customer - Timely response to service requests and satisfaction of the customer, responsible for what we commit - Provide a wide range of transport and related services in according with international law and standards - 24/7 Customer Services - Build staff with high-level to response the development trend of the logistics industry - Constantly improve the quality management system and quality of service to satisfy the needs of customers 1.1.7 Business sector - Air freight: YGC’s comprehensive air service provides an end-to-end logistics management solution that reduces transportation search costs, accelerates decision-making and improves communication among all parties involved in the supply chain in all major airports worldwide - Sea freight: YGC sea freight delivers cargoes to all cities, countries and handle necessary formalities required, such as collection at origin, customs clearance and delivery to the consignee’s designated places, along with constant tracking of shipping to give complete visibility throughout the movement - Project cargo: The main industries that Project team focuses on are: auto mobile, mining, pulp and paper, water treatment - Custom broker: Customs formalities to commercial goods, aid shipment, transit cargoes, exhibits, temporary export/re-import, non-commercial goods Consultancy focuses on customs declaration, tax access and other relevant tax & duty policies, customs formalities and clearance in other countries - Warehouse and distribution: Standard pick/pack and fulfillment services, Trans loading, customs bonded, consolidation, deconsolidation, cross-dock, custom labeling 1.1.8 Company’s structure YGC Logistics JSC is a small enterprise with quite simple structure including main departments DIRECTOR ACCOUNTING DEPARTMENT ADMINISTRATION AND HUMAN RESOURCES SALES DEPARTMENT SALES AND MARKETING CUSTOMER SERVICE Diagram 1.1: Company’s structure (Source: Ygc-logistic.vn) - Director: takes charge of the management of the company’s business, makes the strategic and operational decisions of the company and is responsible for ensuring that the company meets statutory obligations - Accounting Department: manages the bookkeeping and financial reporting of company under instruction of the director, be responsible for setting up, maintaining and managing company’s accounting system, records and reports the cash flows, both in and out - Administration and human resources: is responsible for supervising the work done by the staff of the organization, providing administrative aid in human resources, information management system, handling the employee-centered activities of company Human resources curbs excessive spending through developing methods for trimming workforce management costs, which includes negotiating better rates for benefits such as health care coverage In addition, human resources ensures competitive and realistic wage-setting, employment trends and salary analysis based on job functions - Sales department: + Sales and Marketing is charge of doing market research on consuming trend all over the world (especially potential markets), looking for potential customers, updating new specifications, new products and answering all of customer’s enquiries +Customer services: provides customers with information to address inquiries regarding freight and services, deals with and resolves any customer complaints to create and maintain positive relationships Customer services of YGC also serves in a sales capacity such as: taking orders, determining charges, and overseeing billing or payments 1.2 Department of internship 1.2.1 Role of Sales Department In general, the role of sales department is to engage in a variety of activities with the objective to promote the client engagement of a service Sales Department helps Director on work of selling company’s forwarding services such as: advising and offering services to customer, doing market research and developing products Sales department in YGC is also responsible to Director for such activities in the assigned tasks 1.2.2 Mission - Common tasks + Implement building strategies, annual budget plans and submit to the director for approval + Organize human resources and assign work to complete the work plan which has been approved in each period + Conduct internal reports in accordance with the company's regulations and other reports as required by the director + Develop professional procedures and regulations in the field of sales, marketing and customer services; evaluate the effectiveness of these processes and regulations in practice to continuously improve and enhance the activities of company - In the field of customer relations: + Propose policies for customers, groups of customers and submit to the director then follow the approved policies + Do research and develop new group of target customers + Maintain and develop relationship between company and customers + Collect and manage customer information and customer records in accordance with regulations - In the field of sales and marketing: + Collect market information to determine market demand, target markets and new markets Determine the market scope for the current forwarding services and forecast the demand for new service and characteristics of the areas + Identify the possibility of selling, propose recommendations on quality of current services, set policies, research and complete packaging rational services category + Do research on distribution channels, establish distribution network (s), and identify ownership relationships, benefits, cooperation, information in the distribution system + Control of cost elements to analyze the variation of fixed costs and variable costs in relation to the provided services, projected prices, and break-even analysis + Develop advertising programs, sales promotion 1.2.2 Department’s structure Sales department of YGC is divided into branches: Sales marketing and customer service Branch Sales marketing Customer service 2015 12 2016 15 2017 19 11 Table 1.1 Labor structure of sales department 2015-2017 Year Total According to the table, labor structure changes over the years to match the development of YGC The department must constantly recruit new employees and find the most suitable candidates for the company In order to business with foreign agents, staff at sales department have to communicate well in English We can see the statistics in the table below Quantity Advance Basic Incompetent Sales 10 department Table 1.2 Quantity of people and English capacities in 2017 A good salesman at YGC must have good sales skills and communicate well in English to finish the assigned tasks Therefore, everyone always try their best to improve themselves every day PART 2: INTERNSHIP PERFORMANCE AT YGC LOGISTICS JSC 2.1 Roles and responsibilities during internship phase During one month internship at the company, namely sales department, I had the opportunity to come into contact with the work related to the logistics industry and more particularly the work related to customer services The tasks that I have been accountable for will be listed as following: - Sales: + Develop services and offer to potential customer + Supervise the general process of import and export + Receive orders (booking), contact shipping lines, airlines to get the price of booking + Prepare bills of lading (bill of lading / air way bill) and send the pre-alert for foreign agents + Do related work for shipment by sea and air + Contact with foreign agents, customers and shipping companies, airlines to handle requests related to transport goods + Check, update and manage customer records in the system - Customer services: + Advise clients and agents on customs clearance procedures to ensure that customers fully enjoy tax incentives, meet import-export conditions, save costs + Check clearance documents, ensure the accuracy and customer benefits + Help solving problems arising in the process of customs clearance and inland transportation + Gather feedback from customers to review and propose ways to improve the efficiency of work + Timely response information related to the shipment such as costs, lack of papers to the person in charge of the department or negotiate with customers + Update progress cargo business for employees or customers if requested 2.2 Challenges and lessons learnt The opportunity to work as an intern at YGC Logistics JSC brought me thousands of challenges, yet also helped me learn a lot of valuable experience and lessons for the future work 2.2.1 Challenges Besides some knowledge of products (solid expertise: to access, interpret, support, and "fishing" line), there are some basic knowledge that I haven’t noticed before such as: The sales knowledge in general, and the basics of marine (like schedules, rates, market conditions, the port of unloading ) During my time at YGC, I found that the job required a lot of skills in caring, persuading and communicating with customers which are extremely important skills and needed to improve every day Also, I was not integrated well enough and also didn’t get used to work environment of company soon Because this is the first time I have a chance to work for a company, I haven’t arranged tasks in order of priority and the duration of each job 2.2.2 Lessons learnt During one month working as an intern at sales department of YGC logistics JSC, I have learned lots of things regarding some behavioral issues which may help in my further career growth: - Enhancing communication skills: More than I had expected I experienced language difficulties I thought that I could communicate well in Vietnamese and with my basic knowledge of English; however the way I give my opinion is a little bit difficult to understand Therefore I was reserved in communication at the beginning, but in the course of month it went better My stay has contributed to my communication skills, I have learnt to make a more confident impression and to express my ideas and opinions more certain, but I would like to pay more attention to it in the future - Team work: When I work at the company, I have a chance to improve the coordination with my teammates and division of work appropriate to each person in order to accomplish goals and achieve targets of month which I have learnt at my university - Confidence and initiative: I got confidence through communicating with customers every day Moreover, everyone has their own work to do, so they can’t have time to pay more attention to me, I learned how to work myself and got more initiative - Skills related to sales and customer services: Working at sales department brought me opportunities to learn lots of sales skills and customer services because I have to communicate with company’s agents and customers every day to get my job done - High sense of responsibility and discipline: Working for a company with a professional environment requires me to motivate myself to be more disciplined and responsible to accomplish my work - Time management and work arrangement skills: These are important skills which will definitely develop my career in the future - Working well under pressure and multitasking skills: I balance my responsibilities of servicing client complaints on the phone, and on email, along with attention to supplier reconciliations - Flexibility and adaptability: I learnt to be calm and ready to make a quick decision when faced with an unexpected challenge, accept the changes and be ready to implement them 10 PART 3: PROBLEM OF USING ENGLISH IN THE COMPANY 3.1 The use of English in the company Currently, English has become a popular language in Vietnamese company due to extensive international cooperation and integration YGC is not an exception, especially YGC is a logistics company which often cooperates with many foreign agents to provide the best transportation services to customers Therefore, staffs of every department must have professional qualifications as well as English to meet the need to communicate with customers However, English is not their mother tongue, it is difficult to avoid errors when using it I will point out some English communication problems that current YGC staffs often encounter - Listening, speaking, reading, and writing skills are at a basic level, as employees communicate directly with agents from different countries with differences in accents, vocabulary, and pronunciation, it leads to the interruption of communication - Facing difficulties in using words when sending emails or doing business with clients - In addition, staff in the accounting department use English as not influent as the rest of the departments and they have difficulty in compiling figures suitable for foreign clients 3.2 Solutions and recommendations for the problem The problems when using English of the staff in YGC can fully overcome if company offers reasonable solutions and train employees to voluntarily improve their English skills Some solutions that I think it can help to improve English skill of staffs: - Company should organize programs and activities related to English with attractive incentives to encourage employees in the company to develop comprehensive English skills - Improve the quality of recruitment process: YGC Vietnam should conduct actual, objective assessments, give priority to candidates with good foreign 11 language communication skills, and should not only look at some certificates attached in the CV - Encourage departmental staffs to participate in online or offline courses at centers to improve their English proficiency - Staffs should also improve their English by converting daily communication from Vietnamese to English 2-3 hours per day 12 PART 4: THESIS TOPIC OF INTEREST Name of topic: English major student’s difficulties and expectations in learning written translation at Thuong Mai university Rationale for the research: Translation is a main subject for the students of English major at Thuong Mai University There are two forms of translation: written translation and spoken translation At Thuong Mai University, written translation is taught for the students of English major classes from the beginning of the second year Because translation is still new and strange for their first time learning, most of the English major students still have difficulties in learning this kind of subject, (2014-2018 curriculums) This study will be conducted to find out the students‟ difficulties as well as their expectations when they begin to learn written translation in order to make suggestions that can partly help them overcome these obstacles in studying this course Besides that, the study also aims at making some suggestions as a useful reference helping adjust learning and teaching method to get a better result in learning and teaching process 13 CONCLUSION After years of development, YGC Logistics JSC has initially affirmed its position in the logistics industry and became a reliable partner for many domestic and foreign customers During one month internship at YGC, I had a great opportunity to apply the knowledge obtained at university into reality and learned more working skills, communication in business environment, generated valuable experience that help to develop my future career I would love to express my sincere thanks to all managers and colleges at YGC Logistics JSC for helping me accomplish this report as well as my beloved teachers in English Faculty Hanoi, 26 January 2018 Student Tran Thi Tai 14 REFERENCES I would like to express our gratitude to the following researches for providing the very useful information sources so that I could complete this report: Vietnam Logistic Association vla.com.vn ygc-logistics.vn John W Langford ( 2007 ), Developing a Questionnaire, Logistics: Principles and Applications, Second Edition 15 ... Thi Tai PART 1: OVERVIEW OF YGC LOGISTICS JOINT STOCK COMPANY 1.1 General information of YGC 1.1.1 General introduction about YGC Name: YGC Logistics Joint Stock Company Registration Number:... 0107069269 Website: http:/ /ygc- logistics. vn/ Image 1.1: Logo of YGC Address: 7, Tram Troi town, Hoai Duc district, Hanoi Logistics JSC Telephone: 84 6684 4282 Email: cs1 @ygc- logistics. vn 1.1.2 Foundation... role in the growth and development of the economy As a joint stock company operating in the field of import and export, YGC forwarding company has made its name and formed a competitive advantage