Improving internal communication the function of human resource in osstem implant vi na

UNIVERSITY OF ECONOMICS HO CHI MINH CITY International School of Business Vo Ngoc Dung IMPROVING INTERNAL COMMUNICATION: THE FUNCTION OF HUMAN RESOURCE IN OSSTEM IMPLANT VI NA MASTER OF BUSINESS ADMINISTRATION Ho Chi Minh City - Year 2020 UNIVERSITY OF ECONOMICS HO CHI MINH CITY International School of Business Vo Ngoc Dung IMPROVING INTERNAL COMMUNICATION: THE FUNCTION OF HUMAN RESOURCE IN OSSTEM IMPLANT VI NA MASTER OF BUSINESS ADMINISTRATION SUPERVISOR: Dr NGUYEN THI MAI TRANG Ho Chi Minh City - Year 2020 TABLE OF CONTENTS Introduction 1.1 Osstem Implant Co., Ltd 1.2 Osstem Implant Vi Na Co., Ltd (Osstem) Problem context 2.1 Global implant market 2.2 Vietnamese implant market 10 2.3 Osstem business result and the situation of the company 11 2.3.1 First symtomp: Mid-level managers left 12 2.3.2 Second symtomp: Decreasing of customer satisfaction 15 Problem Identification 15 3.1 The first possible problem: Lack of human resource department 15 3.2 The second possible problem: Ineffective internal communication 16 3.3 The third possible problem: Mid-level manager dissatisfaction cause of low salary 18 3.4 Problem validation: the main problem is ineffective internal communication 22 Possible causes 30 4.1 The first possible cause: Different languages between staffs and director 30 4.2 The second possible cause: Personal leadership weaknesses 30 4.3 The third possible cause: Poor employee relationship 30 4.4 The fourth possible cause: Demotivated mid-level managers 31 4.5 Cause validation: poor employee relationship 31 Alternative solutions 34 5.1 The first alternative solution: Building human resource department 34 5.2 The second alternative solution: Increasing working environtment 35 5.3 The third alternative solution: Increasing salary for mid-level manager 36 5.4 The fourth alternative solution: Team building activity 37 5.5 Solution justification 37 Action plan for solution 38 7.Interview transcripts 45 SUPPORTING INFORMATION 65 REFERENCES 73 LIST OF FIGURES Figure Osstem Customer line Figure Dental Implant Market Figure Global Implant Market Size Estimate 2015 - 2016 10 Figure Vietnam Dental Implant Market Share 10 Figure Osstem Sales Volumm 11 Figure Osstem Organization Chart 13 Figure Problem Mess 21 Figure Internal corporate communications process (Source: Miller, 2012)37 25 Figure 10 Initial cause and effect tree 28 LIST OF TABLES Table Osstem Product Lines Table Cost for hiring new HR manager 35 Table Cost of increasing work environment 36 Table Proposal for increasing salary 36 Table Action Timeline for solution 39 Table Survey 1: Frequency of checking employees' emails 41 Table List of Interviewers 41 Table Interview Guide 42 Table Interview Guide 43 Table 10 Interview Guide 44 Table 11 Interview Guide 44 Table 12 Average wage in Vietnam labor marrket 65 Table 13 Average wages in Osstem 2019 66 Table 14 Viet Nam implamnt market share 66 Table 15 Basic Salary in Osstem 66 Table 16 Customer satisfaction survey 69 Introduction 1.1 Osstem Implant Co., Ltd The origin of dental implants: in 1952 when Professor Branemark accidentally discovered the phenomenon of bone integration on rabbits, from which he developed the theory of "Osseointegration" based on titanium material, a metal that has low cost and good bone compatibility with the human body This theory laid the foundation of the strong development of dental implants industries Dental implant is an artificial root that inserted into the jawbone of the human body to replace the lost root According to the world statistics, our tooth loss for many reasons, such as: aging, dental disease, accidents, etc Moreover, the number of people losing their teeth is increase every year The first and the current leading dental implant company is Straumann Osstem Implant Co., Ltd was born in 1997 based on the foundation of Professor Branemark’s bone intergration theory and Straumann's design techniques Osstem Implant Co., Ltd is a leading dental implant company in Korea The company's major product lines stretches from Dental Implant, Dental Equipment (Dental Chair, Surgical machines in dentistry ) to Dental Materials (Bleaching, impression taking, treatment ) Since establishing in 1997, the Company has expanded its product distribution system in over 70 countries around the world In Korea and China, Osstem has already had 50% and 35% market shares respectively In Asia - Pacific, Osstem brand is the leading company in the middle and high-end segment In the global market, the company rank at No after competitors from the US, Switzerland and other European countries Osstem is operating a total of 28 branches in 26 countries Currently, Osstem has its own factories and R&D center in Korea In the United States, the Korean leading dental company also has a factory and a subsidiary under a new brand name called Hiossen focusing on competing in high-end market segmentation against competitors from Europe and the US Osstem’s R & D Center operates strongly and continuously with leading professors and doctors from all over the world to research and release new developed products that satisfy all demands of the market 1.2 Osstem Implant Vi Na Co., Ltd (Osstem) OSSTEM IMPLANT VI NA COMPANY LIMITED (Osstem for short throughout this essay) were established in Vietnam with the principle activities are importing, wholesaling and retail distributing (without wholesale or retail facilities) products in the field of dental implant industry Osstem was invested 100% by Osstem Implant Co., Ltd in 2012 After 08 years of operation, up to December 31 rd 2019, Osstem is leading the market in Vietnam with 35% market share1 Osstem's main products include dental implants, medical equipments (dental chairs, X-ray machines) and dental materials Table Osstem Product Lines (Source: Company data1) Implant World's leading surface technology that promotes osseointegration Develop technologies optimized for oral environment Outstanding quality control Dental equipment and pharmaceutical Develop and sell medical equipment including unit chairs and CT panorama; dental materials such as bone graft materials, impression materials and whitening materials; dental drugs Education Dental IT Dental Interior Operate global dentist clinical training programs Implant academic conference (symposium) Develop and distributes software applications for insurance claims and Dental management Provide customer and patient-oriented interior design to create the optimal treatment environment Organize Osstem meeting/Osstem world conference Develop and install software applications to set up a digital treatment environment Provide a onestop service ranging from design to installation and warranty service World's leading in terms of manufacturing capacity Osstem has been maintaining a rapid growth rate since joining Vietnam dental market, the number of employees, thus, increase quickly with the total of 54 employees (as of December 31st , 2019) Osstem has 05 branches located in 05 major cities: Ho Chi Minh, Hanoi, Can Tho, Da Nang and Hai Phong In the future, the expansion keeps going on other developing cities such as Vinh, Buon Ma Thuot to support customers quickly and easily The vision of Osstem is to become "the trustworthy partner of Vietnamese dentistry" The Company’s head office is located at No.326/1 Nguyen Van Linh Street, Binh Thuan Ward, District 7, Ho Chi Minh City, Vietnam Osstem business depend on directly sale to dental organization specializing in Oral surgery The dental specialties are oral surgery, orthodontics The others are periodontics, pedodontics, endodontics, radiology, prosthodontics, oral pathology and dental public health Each specialty requires extensive training All are there to treat and manage the oral cavity and surrounding areas2 These experts must be the owners of the dentist, the dean of the hospital or those who have the right to make a purchase They are people who work at: • Hospitals from grassroots to central level; • Dentists - Odin - Facial specialists working for public or private hospitals; • Specialized teeth - jaw - facial clinic; • Treatment facilities: doctors directly involved in treatment and management in public and private hospitals; • Training institutions: lecturers at medical universities, medical colleges and medical secondary schools, training managers; • Research institutes: experts in research institutes in the field of health sciences, teeth - jaw face; • Regulatory agencies: specialists from health regulators; • Specialists in government and non-government organizations Dental clinics/Hospitals Osstem Products Figure Osstem Customer line Patients Problem context 2.1 Global implant market Figure Dental Implant Market (Source: Global Market Insights) Based on a report from Global Market Insight3 in 2019, Dental Implants Market size exceeded $3 billion in 2018 and expected to achieve over 5% CAGR from 2019 to 2025 Market size of dental implant in 2018 is billion (USD) Forecast for 2019 to 2025 period will get Billion USD Five dental implant brand name are Straumann, Nobel Biocare, Zimmer, BioHorizon and Osstem in order The aesthetic dentistry industry has been growing rapidly and expanding worldwide since people became more aware of health and beauty care In 1952, Swedish professor Per-Ingvar Branemark4 discovered the bone integration phenomenon of titanium material Since then, dental implants have become more and more popular all over the world with the role of replacing lost tooth roots, improving chewing function with aesthetic assurance Favorable economic and industrial conditions in Asia Pacific countries, especially the high proportion of working-age population, is a very good factor to attract foreign investors Ideal geography, high productivity growth rate, together with preferential policies make Vietnam one of the best destination for investors to widen their portfolio The development of Viet Nam industry has led to an increase in per capital income after joining the WTO, GDP per capital increased from USD 730 in 2006 to USD 2,587 in 2018 As a result, awareness and of health care as well as willingness to pay for health care treatment of Vietnamese customers increase Dental market3 Therefore, become portfolio health care investors cannot ignore and must massively invest their money Figure Global Implant Market Size Estimate 2015 - 2016 (Source: Fortune Business Insights) Fortune Business Insights said that dental implant market grow 5.1% to reach 5,725.7 Million USD by 2026 Since 2011, Osstem Implant Co., Ltd., has been ranked at 1st place in the Korean market, 1st in the Asia-Pacific market, and 5th in the global market for dental implants Osstem came to Vietnam after other domestic competitors, but it has achieved great milestones thanks to lots of factors For instance, the perception of customers about oral care and dental implant is slightly increase due to marketing activities from other competitors, the Korean origins of Osstem products has good impression in the mind of Vietnamese consumers, etc… 2.2 Vietnamese implant market 10 30 15 10 35 Strauman Osstem Dentium Nobel Others Figure Vietnam Dental Implant Market Share (Ratio) (Source: Osstem Marketing Department) 10 Vo Ngoc Dung: What are your opinions about internal communication of Osstem? Is it good or not? If not, which evidence shows that? If it is good, why its good? Prompt: company performances, is it effect to customer satisfaction? Kim Han Sang: employees not communicate and not proactively report the work, just wait until being asked to answer Employees who not interact well with colleagues will lead to poor work efficiency, not communicate well with the boss, and will lose teamwork and depression leading to quitting Working is to communicate, to talk, to ask, to think only is very dangerous People not talk, not speak out the questions in their hearts to be answered and resolved In Korea, when an employee intends to quit, they will discuss with the superior in advance to find a solution before applying for leave We should have HR department now HR is the second asset of the company after the capital, I am very fortunate to have met the good people who helped build the company successfully today Vo Ngoc Dung: How the organizational communication impact on the outcome of business activities? Kim Han Sang: About the manager, I empowered for Mr Thang (human resource management but he did not receive it He did not dare to take responsibility and talk with staff or me when an error occurred So, no body followed his command About all employees, people don't take the initiative in reporting work, have to ask, have to check every day, otherwise, nobody reports at all Vo Ngoc Dung: What is your recommendation about that? Kim Han Sang: Every body should be closed together to be a big family Osstem! Thank for your time! TRANSCRIPT 10: Mr Lee Myung Keun Topic Exploring main cause of real problem: ineffective in internal communication in Osstem and finding the solution Venue 326/1 Nguyễn Văn Linh Street, Bình Thuận Ward, District 7, HCMC Time March 2nd 2020 Interviewer Vo Ngoc Dung (ID: 22180008) Interviewee Mr Lee Myung Keun I want to say thank you for your time here My name is Dung and I want to hear from you why our company reduced profits, middle management left and customer service got quality decline The interview may take from 15 to 20 minutes The results of the interview will be recorded to find problems within the enterprise that are entangled in order to fix, improve and improve the business performance of the whole enterprise During the interview process, if you have any unclear questions or need further clarification, please not hesitate to ask the interviewer again or ask for further clarification to ensure the 62 correct answer If you have any questions, you can ask the interviewer to change the question or stop the interview Thanks again for your support and contribution to this survey Are you ready for the interview? Vo Ngoc Dung Please introduce yourself: job responsibilities, positions and job requirements at the company Lee Myung Keun I am vice Director of Osstem in Ha Noi Vo Ngoc Dung your observation, how labor relationship in Osstem? How inter-departments interact and how individuals interact with each other? Lee Myung Keun The company needs to be have the HR department and information communication system under management The lack of human resources, or the failure of the personnel to function fully, is the problem that causes disorganization, creates unexpected job results, and affects performance business activities We need a set of common rules and standards to improve employee relationships, increase satisfaction and interpersonal engagement with each other Vo Ngoc Dung Do labor relationship affect to internal communication of Osstem? How to fix it? Do you have any recommendation? Lee Myung Keun People just like to talk and work with people they like We cannot live and work with the person we hate Therefore, each relationship is a key element of communication Vo Ngoc Dung In your opinion, how does the human resources department play a role in overcoming this situation? Is it really necessary? Lee Myung Keun the coordination of all company employees I have repeatedly proposed to the parent company about the bonus on business results for the office section and was approved in the near future, and this will certainly be approved Vo Ngoc Dung What can the company to increase employee interaction and build a harmonious relationship within the business? Lee Myung Keun Each individual is a member of the family, each member develops well, then the family grows well Vo Ngoc Dung Do you have any other ideas? If yes, please share? Lee Myung Keun The company needs extracurricular activities to enhance the relationship between employees There are many employees working for more than year but not know the director Or working together for years, only meeting by phone and email, never met It is a loss for employees and a loss for the company TRANSCRIPT 11: Mr Nguyen Duc Ngan Topic Exploring main cause of real problem: ineffective in internal communication in Osstem and finding the solution Venue 326/1 Nguyễn Văn Linh Street, Bình Thuận Ward, District 7, HCMC Time March 2nd 2020 Interviewer Vo Ngoc Dung (ID: 22180008) 63 Interviewee Mr Nguyen Duc Ngan I want to say thank you for your time here My name is Dung and I want to hear from you why our company reduced profits, middle management left and customer service got quality decline The interview may take from 15 to 20 minutes The results of the interview will be recorded to find problems within the enterprise that are entangled in order to fix, improve and improve the business performance of the whole enterprise During the interview process, if you have any unclear questions or need further clarification, please not hesitate to ask the interviewer again or ask for further clarification to ensure the correct answer If you have any questions, you can ask the interviewer to change the question or stop the interview Thanks again for your support and contribution to this survey Are you ready for the interview? Vo Ngoc Dung Please introduce yourself: job responsibilities, positions and job requirements at the company Nguyen Duc Ngan I am Vicce Director of Osstem Implant Vi Na I have been workin from 2012 I responsible for looking new customers, taking care of old customers, ensuring enough sales the company set out Implement sales policies as required by the company Set sales goals and identify the sales and advertising activities needed to achieve the set plan Research marketing and make decisions on quantity, type, sales method, time and budget costs Coordinate with accounting department to create appropriate budget Sales planning involves the cooperation of salesperson activities, production planning, and inventory Human resource management in the department, promoting strong team development, creating connections between members to accomplish common goals Vo Ngoc Dung In your observation, how labor relationship in Osstem? How interdepartments interact and how individuals interact with each other? Nguyen Duc Ngan Employees not talk to each person, how they work Conflicts need to be reviewed internally, between employees and employees, between employees and superiors to resolve the conflict before it arises too much The marketing department only works in the office, so it does not understand the market situation and does not understand the working process of sales staff and customers The marketing department does not coordinate well with the sales department to quickly capture market information Vo Ngoc Dung Do labor relationship affect to internal communication of Osstem? How to fix it? Do you have any recommendation? Nguyen Duc Ngan The company has just moved to a new office to have a more comfortable and spacious working space, besides the division of the departmental area is necessary to improve the focus and professionalism There should be a shared tea break lounge for employees to have time to meet, enhance interaction and build relationships during the break 64 Unable to receive email because the inbox is full Or an employee suddenly stops working and does not hand over the full job information Retired employees are a great loss to the company, they are experienced, knowledgeable, and know the company's development process ever New hires will need time to train and learn This will cost the business both time and money Besides, they are the bridge between employees Because they have long working experience, the Director will respect their opinions more On the contrary, new employees also need their guidance Vo Ngoc Dung In your opinion, how does the human resources department play a role in overcoming this situation? Is it really necessary? Nguyen Duc Ngan Restructuring corporate personnel, building human resources departments with power and responsibility, capable of regulating employee relationships, between employees and directors in the company is necessary today Vo Ngoc Dung What can the company to increase employee interaction and build a harmonious relationship within the business? Nguyen Duc Ngan The company is the second home of each person because we stay at the company more than hours per day Therefore, the company creates a friendly working environment, friendly colleagues, comfortable space to improve productivity Osstem has branches across the country, many employees work only by phone and email, teambuilding will create conditions for people to meet and build a strong bond Vo Ngoc Dung Do you have any other ideas? If yes, please share? Nguyen Duc Ngan The company should enhance fun activities, eating and drinking, gathering to enhance solidarity Organize sports festivals to compete to improve health and improve teamwork SUPPORTING INFORMATION Table 12 Average wage in Vietnam labor market (Source: Vietnamwork.vn) Level/Career Average wages Sale Marketing Human resource Accounting Manager/Head 25.000.000 27.000.000 25.000.000 of Department Team leader/ 14.000.000 16.000.000 16.000.000 Supervisor 20.000.000 Experienced staff 8.000.000 10.000.000 8.833.700 8.500.000 Graduated staff 5.000.000 5.750.000 6.000.000 65 7.000.000 15.000.000 Table 13 Average wages in Osstem 2019 (Source: Osstem Accounting department) Level/Department Average wages in Osstem Sale Marketing Human resource Accounting Manager/Head of Department 18.000.000 13.500.000 20.500.000 14.500.000 Team leader/ Supervisor 15.500.000 - - 10.700.000 Experienced staff 8.000.000 9.000.000 - 9.000.000 Graduated staff 6.000.000 7.000.000 - 7.000.000 Table 14 Viet Nam implant market share (Source: Osstem Marketing Department) Company name Strauman Osstem Dentium Nobel Others Market Share 30% 35% 10% 15% 10% Table 15 Osstem sale revenue Year 2012 2013 2014 2015 2016 2017 2018 2019 Sale Revenue (Billion VND) 10 22 35 100 140 180 200 Table 16 Basic Salary in Osstem No Name Chu Gia Thăng Tăng Ngọc Dũng Nguyễn Duy Luân Nguyễn Đức Ngàn Department Office Department 66 Salary 20,500,000 16,000,000 7,700,000 19,000,000 10 11 12 13 14 15 16 17 19 20 21 22 23 24 25 26 27 28 29 30 31 32 33 34 35 36 37 38 39 40 41 42 43 44 45 46 47 48 49 Nguyễn Xuân Tiến Phạm Đức Hiển Trương Quốc Phong Trần Việt Hà Nguyễn Thị Thúy Phạm Thị Kiều Oanh Hồng Kiến Tâm Nguyễn Cơng Định Vương Thị Ngọc Mai Bùi Quang Trí Lê Thanh Huy Nguyễn Minh Điền Vũ Văn Thông Đàm Đức Tiến Hồ Hữu Hoàng Huỳnh Minh Hoàng Hoàng Ngọc Vũ Nguyễn Duy Khánh Hà Trung Dũng Trương Trọng Try Võ Ngọc Dung Nguyễn Thị Diệu Linh Mai Sơn Tùng Trần Duy Quang Diêm Đăng Minh Lê Thị Phương Nhi Phan Tuấn Kiệt Vũ Đức Vương Võ Trần Trung Tín Nguyễn Đức Vinh Lê Đức Duy Trần Ngọc Ánh Lê Phước Trường Ngô Minh Vũ Trần Công Tuấn Trần Thành Đô Nguyễn Bính Tuyền Huỳnh Hoa Huệ Nguyễn Tùng Dương Trịnh Văn Thuật Lê Thị Hoàng Luân Phạm Xuân Nghiệp Phan Đức Thắng Dương Văn Hòa Office Department Office Department Office Department Office Department Office Department Office Department Office Department Office Department Office Department Office Department Office Department Office Department Office Department Office Department Office Department Office Department Office Department Office Department Office Department 67 15,500,000 7,700,000 9,000,000 20,000,000 10,200,000 14,500,000 12,500,000 9,700,000 10,700,000 10,000,000 11,717,500 10,400,000 9,350,000 9,350,000 9,350,000 9,875,000 10,000,000 9,350,000 9,350,000 9,000,000 13,500,000 8,600,000 6,000,000 9,000,000 9,000,000 8,000,000 6,200,000 6,200,000 7,500,000 9,000,000 10,000,000 10,000,000 8,000,000 8,000,000 10,000,000 8,000,000 9,000,000 8,000,000 9,500,000 8,000,000 7,500,000 8,000,000 9,000,000 8,000,000 50 51 52 53 54 55 56 57 58 59 32 61 62 63 64 65 66 67 68 69 Nguyễn Thị Ngọc Tuyết Phan Thanh Tuấn Ngô Thượng Lưu Dương Trung Hiếu Nguyễn Ngọc Vũ Nguyễn Ngọc Hưng Phan Anh Tài Nguyễn Lê Anh Thư Lê Tố Nga Nguyễn Thị Thanh Nguyên Phan Tuấn Kiệt Mai Chí Linh Nguyễn Thanh Giàu Nguyễn Thịnh Phát Nguyễn Diệp Phương Ân Tô Anh Kiệt Phan Cơng Vịnh Nguyễn Hồng Nghĩa Lê Đình Chung Nguyễn Văn Phi Office Department Office Department 6,000,000 8,000,000 9,000,000 7,000,000 8,000,000 7,000,000 8,000,000 9,000,000 9,000,000 9,000,000 8,000,000 10,000,000 8,000,000 9,000,000 9,000,000 10,000,000 Office Department Office Department 8,000,000 7,000,000 Office Department Office Department Office Department Office Department Office Department Office Department Office Department Office Department Office Department Office Department 68 Table 17 Customer satisfaction survey (Source: Marketing Department Data) Customer survey 2017 Satisfaction level Question Very Dissatisfied Dissatisfied Neutral Satisfied Very Satisfied How satisfied are you with our product and service consultant? 11 33 30 24 How satisfied are you with the period from the moment you request product information and price until you have your request done? 35 32 30 How you think about our delivery service? 14 25 40 20 12 35 33 22 42 32 How satisfied are you with the payment methods we are 14 supporting? How satisfied are you with the AIC Consulting Model we provide? How satisfied are you with our warranty policies? 25 35 30 How satisfied are you while interacting with our technician? 10 18 40 28 How satisfied are you with our technician’s skill? 25 35 30 69 How satisfied are you with the period from the moment you request maintenance service until you have your request done? 35 28 28 10 How satisfied are you with our delivery time? 10 35 22 18 15 15 50 25 12 20 28 35 42 25 23 25 32 36 10 25 34 28 11 How satisfied are you with our actual product and its packaging? 12 How satisfied are you with the way our technicians help set up and instruct product operation 13 How satisfied are you with the promotion and product package we provide? 14 How satisfied are you with the support from our staff when operating surgery? Summary Customer survey 2018 Satisfaction level Question Very Dissatisfied How satisfied are you with our product and service consultant? How satisfied are you with the period from the moment you request product information and price until you have your request done? How you think about our delivery service? How satisfied are you with the payment methods we are 13 supporting? How satisfied are you with the AIC Consulting Model we provide? How satisfied are you with our warranty policies? 11 70 Dissatisfied Neutral Satisfied Very Satisfied 11 35 25 24 35 28 30 17 21 32 22 15 14 30 28 10 20 33 28 12 22 30 25 How satisfied are you while interacting with our technician? How satisfied are you with our technician’s skill? How satisfied are you with the period from the moment you request maintenance service until you have your request done? 10 How satisfied are you with our delivery time? 11 How satisfied are you with our actual product and its packaging? 12 How satisfied are you with the way our technicians help set up and instruct product operation 13 How satisfied are you with the promotion and product package we provide? 14 How satisfied are you with the support from our staff when operating surgery? Summary 10 15 25 20 34 35 28 29 36 25 25 39 25 17 14 15 44 25 15 22 27 32 8 38 24 22 15 24 30 25 13 25 30 26 Customer survey 2019 Satisfaction level Question Very Dissatisfied How satisfied are you with our product and service consultant? How satisfied are you with the period from the moment you request product information and price until you have your 17 request done? How you think about our delivery service? 17 How satisfied are you with the payment methods we are supporting? How satisfied are you with the AIC Consulting Model we 11 provide? How satisfied are you with our warranty policies? 10 71 Dissatisfied Neutral Satisfied Very Satisfied 15 31 24 22 18 35 15 15 20 18 25 20 12 25 29 29 25 33 22 11 24 30 25 How satisfied are you while interacting with our technician? How satisfied are you with our technician’s skill? How satisfied are you with the period from the moment you request maintenance service until you have your request done? 10 How satisfied are you with our delivery time? 11 How satisfied are you with our actual product and its packaging? 12 How satisfied are you with the way our technicians help set up and instruct product operation 13 How satisfied are you with the promotion and product package we provide? 14 How satisfied are you with the support from our staff when operating surgery? 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