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* ^^* h^^ ^>JI? ,-^% -s< ^"^-^iT *i» *^ ^> luS ^x INTERNATIONAL EXECUTIVE MBA PROGRAM (leMBA) Chirang trinh cao hoc Quan tri kinh doanh Quoc te LUAN VAN TOT NGHIEP • • GIAI PHAP HO AN THIEN TO CHlTC QUAN LY HO AT DONG THU C l / d C • • TAI CONG TY THONG TIN DI DONG (VMS) GIAI DOAN: 2007-2011 LE T U Y E T N H U N G IEMBA#3 THANG 05, 2007 INTERNATIONAL EXECUTIVE MBA PROGRAM (leMBA) Chircng trinh cao hoc Quan trj kinh doanh Quoc te BAN LUAN VAN NAY DU'OC NOP CHO TRU^OfNG DAI HOC IRVINE (HOA KY) VA KHOA QUAN TRI KINH DOANH (TRUdNG DAI HOC QUOC GIA HA N O O BAN LUAN V A N LA MOT PHAN BAT BUQC TRONG CHU'ONG TRINH D A O T A O T H A C S Y Q U A N TRI KINH DOANH QUOC TE THANG 05, 2007 Phe duyet ciia Chirong trinh Cao hoc quan tri kinh doanh quoc te Chu nhiem chuang trinh Toi xac nhan rang luan van da dap urng dugc cac yeu cau ciia mot luan van tot nghiep thuoc chuang trinh dao tao Thac sy Quan trj kinh doanh PGS-TS Vu Cong Ty Chu tich Hoi dong Chung toi, ky ten duai day xac nhan rang chung toi da doc loan bp luan van va cong nhan ban luan van hoan toan dap urng cac tieu chuan ciia mot luan van Thac sy quan tri kinh doanh NCS Tran Phuong Lan Giao vien huong dan Cac vien Hoi dong (Xep thu tu ten theo bang chCr cai) TS Nguyin Viet Anh TS TaNgocCau NCS Tran Phuong Lan PGS-TS Ngo Kim Thanh MUC LUC 1 PHANMdDAU Su can thiet va y nghTa cua de tai I Muc tieu cua de tai 3 Doi tugng va pham vi nghien cuu cua de tai Phuang phap nghien cuu Tinh thuc tien va dong gop cua de tai Ket cau cua de tai CHlfONG I: CO s S LY L U A N v F f O CHlTC VA QUAN LY Cl/Qc PHAI i KHAl" "NIEM THU CUA DICH VU TTDD T R A V'E CU'QC SAU PHAi THU VA DAC DIEM QUAN H$ TIN DUNG CUA DICH VU THONG TIN DI D Q N G TRA SAU I Cuac djch vu thong tin di dong tra sau 5 Dae diem cua quan he tin dung toan cuac djch vu di dong tra sau fl D A C D I E M "CUA T O C H U C VA Q U A N THONG TIN DI D O N G TRA LY THU CUQc DICH VU SAU Tinh chat va dac diem quan he tin dung giu'a cac nha cung cap djch vu vien thong va khach hang tai cac cong ty vien thong tren th6 giai Ti'nh chat va dac diem cua quan he tin dung giua nha cung cap djch vu vien thong va khach hang tai Viet Nam ill PHAN LOAlf UOI NO U 12 IV PHAN LOAI KHACH HANG 12 4.1 Phan loai khach hang truyen thong tai Viet Nam theo cac tieu thuc 4.2 Phan loai khach hang phuc vu quan ly thu cuac tai mot so cong ty vien 18 thong tren the giai V CO CAU TO "CHU'C VA MOT SO MO HINH Q U A N LY THU CU'Qc CUA CAC CONG TY VIEN THONG TREN THE Gl6l vA TAI VIET NAM 19 5.1 Mot so mo hinh va ca cau to chuc quan ly tai cac cong ty vien thong tren the giai 19 5.2 Mo hinh to chuc va quan ly thu cuac tai Viet Nam Vl "cAc NGHIEP VU CO BAN T R O N G 28 t o CHLTC vA QUAN LY THD CU'6C TAI cAC CONG TY VIEN THONG 33 6.1 Mot so van de can thiet to chuc quan ly dat hieu qua 33 6.2 Cac nghiep vu ca ban ve hoat dong toan cuac phi 35 CHlJaNG li: THirC TIFN TO CHlfc VA QUAN LY HOAT DOSfG THU CU^dC TAI CONG TY THONG TIN DI D Q N G (VMS) i Gl8i THTIU CHUNG 11 MOT SO NET CHTNH 37 37 fRONG HOAT D O N G "SXKD C U A CONG TY TRONG GIAI DOAN HIEN NAY 39 2.1 Su menh cua doanh nghiep va tam nhin tuang lai 39 2.2 Cac kho khan, thach thuc 40 lil HOAT DONG THU CU'Q'C DICH VU f R A SAU fAi CONG TY VMS 41 3.1.Giai thieu chung 41 3.2 Muc tieu cua to chuc va quan ly thu cuac tra sau tai VMS 42 _ 3.3 Phan loai no theo thai gian ng, xay dung ke hoach thu cuac va gin muc chi phi thu d6i vai tung loai ng nham thuc day hoat dong thu cung 43 nhu hieu qua su dung chi phi iv PHAN LOAi KHACH HANG vQ'l MUC TIEU QUAN LY VA TO CHLTC THU PHU HOP V6l TlTNG DOI TU'ONG KHACH HANG, MUC DICH TAN 46 THU 4.1 Quy dinh chung 46 4.2 Cac chinh sach doi vai tung doi tugng khach hang 48 4.3 Chi tieu phan bo 50 4.4 To chuc thuc hien va trach nhiem cua cac dan vj 51 4.5 Sa 11 nghiep vu chinh hoat dong thu cuac tai VMS 53 4.6 He thong bieu mau bao cao 54 4.7 He thong chi tieu danh gia hoat dong thu cuac phi 55 4.8 He thong ke hoach hoa toan bo chi tieu thu cuac va to chuc quan ly thu theo ke hoach dugc giao 56 V PHAN fiCH s w o t HOAt D O N G ttlU cUdC TAI VMS 59 5.1 Diem manh cua he thong thu cuac VMS 60 5.2 Diem han che 61 5.3 Ca hoi 62 5.4 Thach thuc moi truang canh tranh hien 63 CHWNG III: MOT SO GIAI PHAP HOAN T H I E N V l l c TO CH1?C QUAN LY D E NANG CAO HIEU QUA HOAT DONG THU CU^dC TAI CONG TY VMS TRONG GIAI DOAN 2007-2011 66 i Doi MQ'I CAC CHINH SACH VE CHI" PHI THU, PHAN LOAI KHACH HANG TRONG TO CHUt vA QUAN LY DOI V6I HOAT DQNG THU 66 CUOC TAI CONG TY VMS 66 Doi mai va bo sung ca che chi phi Chinh sach mai \h phan loai khach hang de to chuc quan ly khach hang 69 VIP hoat dong thu cuac cua VMS fh'ik lap he thong bao cao, bao bieu, chinh sua va bo sung cac quy dinh phu hgp vai quan ly thu cuac nhieu chu ky phuc vu khach hang ky cuac 71 thang IL CA"C GlAl PHAP TRONG cAu TO CHUC THQI GJAN tS'l NHAM HOAN tHI$N CO Q U A N LY VA N A N G C A O HIEU Q U A H O A T D Q N G T H U 72 CUCJC Giai phap ngan han (tu 2007-2008) 72 Giai phap dai han (2007-2011) 73 III CAC DIEU KlfiN DE THUC RfEN "cAc GlAl PHAP TREN 86 D6i vai Cong ty VMS 86" Doi vai cac ca quan nha nuac 87 PHAN KET LUAN 88 DANH MUC TAI LIEU THAM KHAO 90 DANH MUC SO DO HINH VE Sa 1: Mo hinh to chuc quan ly thu theo he thong phong ban chuc nang Sa 2: Sa nghiep vu toan cuac phi Cong ty Thong tin di dong - VMS Sa 3-13: So 66 11 nghiep vu chinh hoat dong thu cuac tai VMS DANH MUC HE THONG BIEU MAU BAO CAO Bieu 01 : Mau bien ban ban giao so lieu cuac phat sinh Bieu 02 : Mau bien ban ban giao so lieu cuac phai thu Bi^u 03 : Mau bien ban doi soat so lieu cuac da thu Bieu 04 : Mau bien ban doi soat so lieu cuac da gach ng tren mang Bi6u 05 : Mlu ban ke giao nhan chung tu cua To In va phat hanh thong bao cuac vai ngan hang Bieu 06 : Mau ban ke giao nhan chung tu To in va phat hanh thong bao cuac vai Buu dien Bieu 07 : Mau ban ke giao nhan chung tu T5 in va phat hanh thong bao cuac vai To thu true tiep (chi ap dung cho Trung tam va 3) Bieu 08 : Mau bien ban ban giao so lieu cuac phai thu theo dja ban quan ly (chi ap dung cho Trung tam 2) Bieu 09 : Mau ban ke giao nhan chung tu cua To thu true tilp vai nhan vien thu cuac Bieu 10 : Mau phieu phat thong bao toan cuac djch vu thong tin di dong Bieu 11 : Mlu philu dir trii su dung hoa dan GTGT dac thu VMS Bieu 12 : Mau so theo doi hoa dan GTGT dac thu VMS Bieu 13 : Mau phliu de nghi cap hoa don GTGT dac thu VMS Bieu 14 : Mlu bao cao tinh hinh su dung hoa dan GTGT dac thu VMS Hovaten: Le luyetiMnung Hoc vien lo'p le3-Khoa QTKD Bieu mau: 13 Trung tam thong tin di dong khu virc Dia chi: , thdng nam phieu de nghi cap hoa dan GTGT dac thii VMS Kinh siti\ Phong Thanh toan cuac phi DS nghi Phong c4p hoa dan GTGT dac thu VMS cho su dung cho quy nam nhu sau: Hoa don GTGT dac thu VMS (thung) D So lugng: thung Hoa dan GTGT dac thu VMS (quyen) D So lugng: quyen ngyai de nghi (Ky, ghi ro ho ten) Phu trach don vi • • (Ky, ghi ro ho ten, chuc vu) So thirc cap: (Danh cho phong Thanh toan cuoc phi ghi) So lugng Loai hoa don thiing (quyen) thung (quyen) r Ngu-ai cap (Ky, ghi ro ho 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