CHAPTER 3: SOME SOLUTIONSTO ENHANCETHE QUALITYOF
3.3. Some solutions to improve the quality of Logistics services at Vinalines
3.3.1. Solution to improve reliability factor
a) Solutions to improve the efficiency of freight forwarding
After receiving the customer's requirements, the staff needs to design the most suitable transportation network and route to optimize time and cost.
Then carry out monitoring and evaluation of the service selected by the customer. In the process of handling work, Vinalines Logistics can combine with other businesses in the same industry to support the work of Vinalines Logistics, avoiding the case that customers have to wait for a long time.
Support for costs, accommodation for the team of drivers who directly carry out the transportation,...meaning that the company must coordinate to grasp the situation of which route the vehicle is running, what kind of goods to match it with. customer plan.
Not all goods and vehicles can deliver goods during office hours, but sometimes they also have to transport goods at night, the Dispatch Department must always stay connected with customers, ready to deploy, react when situations arise. Because in Logistics, shipping goods fast or slow is not a matter of concern, it is important to have the right plan. Vinalines Logistics should define separate plans for each customer, regularly check, monitor, use new software related to goods tracking, etc. Professional staff must always monitor the transportation of goods, calculate the correct distance and transit time to ensure safe goods and reasonable delivery time for customers in accordance with the signed agreement.
b) Solutions to improve the safety of goods
Industrialization and modernization is growing day by day, leading to more and more diversified goods. The goods transported are diverse and abundant, including fragile, flammable, moldy, high-value goods, difficult-to- preserve goods, and so on. A separate form of transport is required to minimize the loss. In order to improve the service quality of the company, in the process of negotiating with customers, the company needs to clearly indicate the advantages and disadvantages of the modes of transportation, thereby proposing the best option to the customer.
(i) For fragile goods, instead of packing carton boxes - the usual way of packing goods, it will be packed into pallets of different sizes suitable for goods, inserting foam to fix goods to help reduce goods. Minimize the possibility of incidents when having an accident, collision causing a vehicle to overturn, when loading goods in the wrong way, etc.
(ii) For fresh and frozen goods such as: fruit, fruit, seafood, dairy products, damaged goods, etc., to avoid mold and spoilage, they must be packed into specialized refrigerated containers, depending on each item that we will adjust the temperature accordingly, during the transport process, we must always pay attention to the cooling temperature, to avoid incidents without early detection, affecting the goods.
(iii) For goods of natural origin such as wood and agricultural products, before packing goods into containers, it is necessary to fumigate and kill molds to limit diseases caused by insects and molds.
(iv) For high-value goods, you should choose to ship by air instead of shipping by sea to avoid problems with bad weather, or pirates, etc.
Need to choose reputable ship suppliers, high quality ships, professional team. In addition to the shipping lines that have a long-term partnership with the company, the 78 companies need to look for better, branded and reputable ship suppliers to gradually replace the old ships and no longer high safety
because over time, the transport ships will degrade and gradually lose the safety for export shipments. Goods not only need to be preserved during transportation, loading and unloading, but also during storage, in terms of quantity and quality. To meet this demand, Vinalines Logistics needs to periodically repair and improve the quality of warehouses such as investing in racking systems, forklift systems, fire protection systems, cold storage, ... to keep goods protected. Well taken care of, no damage.
Vinalines Logistics should regularly guide, train and check the staff on the requirements of storing, loading and transporting goods according to the standards. Not only organizing training sessions for its employees, but also combining training of partners with direct participation in making goods so that the staff has an even and unified way of working. Periodically assess the status of loading and unloading and transportation in order to promptly detect and correct the bad points. Invest in, update and improve modern equipment in the warehouse because the operation of storage, warehousing, or loading and unloading, lifting,.... has a direct impact on the cost of management and operation of the warehouse, as well as the cost included in the service cost to the customer. The essence of logistics service is the solution to optimize costs.
Therefore, it is necessary to come up with a reasonable plan to optimize logistics costs for customers.
3.3.2. Solutions to improve the responsiveness factor
Vinalines Logistics needs to diversify the types of logistics services of the company and towards the development of Logistics in order to meet the requirements of customers in the most comprehensive way. For example:
Providing more sorting and packing services for factories and export manufacturers. Carrying out packing services in accordance with the weight, size, value of goods, registration of accurate marks and trademarks, in accordance with international requirements and standards in order to facilitate the loading and unloading of goods. unloading, forwarding and transporting
goods. This will create favorable conditions for the forwarder to transport the goods more safely because they are directly the packers and carriers, so they understand better than anyone how to pack the goods accordingly. they will be highly specialized to perform these tasks.
In order to attract more and more customers through the warehouse, Vinalines Logistics' member businesses must apply low storage fees, not apply progressive fees so that goods can be stored in large quantities for a short period of time. for a long time, especially for goods with large reserves, agricultural products, fertilizers and chemicals in service of agricultural production; have preferential policies for customers who regularly store warehouses; Ensure the safety of the quantity and quality of goods to create peace of mind for customers… In addition, Vinalines Logistics needs to open other types of international services such as purchasing in Logistics, Consulting,.... both help link partners together, and advise customers on product policies as well as domestic and international laws, creating conditions to promote the increase of international trade. Towards the goal that all parties are beneficial, happy, healthy competition for people and economic and social development.
3.3.3. Solutions to enhance the assurance factor
One of the decisive factors for the success of company policies is the human factor. Therefore, a strategy on human resource training is indispensable. In the process of performing work, there are often mistakes made for officials and employees, which are due to the limitation of professional qualifications, so they are not able to complete the assigned tasks well and are still irresponsible while working. Therefore, both the work of raising the level and educating the ideological consciousness for employees in the company must be given proper attention.
(i) For the delivery staff (field staff): Freight forwarding is just a foreign trade operation, but hidden in it is a series of different activities related to many fields such as: customs, law, trade, insurance, etc., so even a small
negligence will cause unpredictable consequences. Import and export goods are often high-value goods, fresh goods, special goods, etc., so before a shipper decides to hand over the goods to the forwarder, they must have a solid basis of belief. that your goods will be well looked after by the forwarder on your behalf.
Therefore, the company needs to take measures to improve the qualifications of the staff who work in the forwarding work to have a high sense of responsibility for the goods, to consider them as their own.
(ii) For employees with vouchers: Having a team of professional staff with a high sense of responsibility for the job is the goal that Vinalines Logistics Vietnam desires. And to achieve that desire, Vinanines Logistics should:
+ Develop a clear and specific written reward and punishment policy on the sense of responsibility for everyone to follow in order to encourage officials and employees to improve their sense of responsibility.
+ Invite domestic and international experienced experts to teach and exchange practical experiences so that the training courses are of good quality.
+ There must always be appropriate policies to employ staff after training. As mentioned above, the forwarding operation requires the forwarder not only to have extensive knowledge of the surrounding issues, but also to understand at least one foreign language. Therefore, due to the requirements of the job, Vinalines Logistics must regularly improve the professional skills of employees in the company by:
o Organize regular courses on professional skills, foreign languages, computers and law for business staff
o Organize an annual test to eliminate irresponsible and ineffective staff.
On that basis, the company will grasp the general professional qualifications of employees in the company in order to take timely remedial measures. For example, a test on the level of customs declaration in a certain time must ensure fast and accurate declaration of all information and procedures for
customers….
o There are many other specific measures such as sending officials to study abroad, fully participating in IATA, FIATA meetings, etc.
o The company should organize discussions on professional expertise, implementation skills, problem solving in the field of Logistics services, especially focusing on the quality of customer care services, for the sake of customers. Customers are the ones who determine the success or failure of the company. Therefore, all employees have a responsibility to take care of customers.
o In addition, the Company needs to pay attention to the quality of human resources from the time of recruitment, if good input quality will be the foundation for the long-term development of the company's resources.
Therefore, the leadership needs to direct the human resources department to develop a recruitment process, the specific recruitment requirements for each job position must be clear. It is possible to associate with universities and training schools in Logistics, Import-Export, find suitable students for the company, support trainees in vocational training, train interns to work for the company.
o There should be social welfare policies in terms of salary, bonus, remuneration,... for employees, this is also the foundation for the prosperity and sustainability of an organization, good performance. Retaining the right people will help the company always have the necessary human resources to implement the strategies and goals set out by Vinalines Logistics.
o Enterprises must always update legal documents, closely follow the legal framework, avoid errors related to laws, regulations and regulations in the process of making goods for customers.
Besides professional activities, organizing programs and mass movements on creation, invention and development initiatives for the company. This helps to develop the spiritual life of employees, encourages the creative spirit, enthusiasm, and dedication of each employee.
3.3.4. Solution to improve empathy factor
Vinalines Logistics needs to come up with policies to support and take care of customers of the company, and at the same time, it also shows the understanding of the employees who work and interact directly with customers, thereby showing the attitude and events. rings for customers. The forms of customer care can be done such as: texting, calling to get feedback after the service ends... On holidays, customer birthdays, company anniversary celebrations... The company can make visits, send wishes and gifts to customers in order to create sympathy. Customer care after service is very important and effective because it is easy for customers to get a sense of the business's sympathy with them.
To do this well, Vinalines Logistics should store customer-related information through the use of customer management software. At the same time, the company should also grasp the point of view with all employees, not only those who perform customer care work that: showing sympathy to customers must be the motto of service people. When customers feel the company's sympathy for them through support and care, it will help them feel more satisfied with the company and its services, thereby increasing the connection with Vinalines Logistics. In order to improve the company's service business when Vietnam integrates into the world economy, the company needs to establish a relationship and create a reputation for customers: regularly contact and visit customers, as well as responding to customers' inquiries and needs in the fastest time possible, well control the time spent on work flexibly and proactively to create a strong impression on customers. Regularly monitor the schedule of goods, detect possible situations and promptly notify customers, and solve customer complaints to collect timely data from customers, processing and responding to customers.
3.3.5. Solutions to improve the tangible factors
Stemming from the reason, although it has upgraded technical infrastructure and applied IT to business activities, it is not enough to meet the requirements of the Logistics industry. As we know in any business, technical facilities also play a key role in the development process. Therefore, the modernization of technical facilities and application of new technologies are essential in improving the service quality of the Company. This solution needs to be applied to the entire system of agents, wharfs, departments of departments in the Company. The upgrading and expansion of the wharf system and the modernization of the Company's equipment cannot be done in a short time. This solution can be applied gradually in the near future. The company needs to continue to invest to modernize existing equipment, purchase new equipment, and create favorable conditions for delivery. Learn and enhance the application of information technology to your business activities as well as build a more professional website, not only introduce about the Company and services but also need to have more utilities.
Customers need such as track and trace tools (order tracking), ship schedules, e-booking, tracking documents... The effective investment, gradually modernizing the Company's facilities, equipment and techniques will greatly contribute to improving the quality of the Company's Logistics services.
3.3.6. Minimize costs, reduce service costs
Starting from the reason in the Vietnamese market, the price has a great influence on the service consumption decision. Vietnamese businesses are always looking for services with more favorable prices. Minimizing costs, reducing service costs is also possible to proceed gradually. Therefore, this measure can be applied in the period of 2021 - 2023. The company needs to take measures to cut costs to reduce service costs. To cut costs effectively, the Company can take the following steps:
Step 1: Analyze and propose an optimal cost structure and mobilized capital for the Company in each period.
Step 2: Set up a policy to divide costs and profit levels in a reasonable way so as to both protect the interests of the Company and ensure the benefits for employees.
Step 3: Control the use of assets in the Company, avoid wasteful use, wrong purposes, but most importantly, raise the sense of responsibility of each employee.
When the Company minimizes production costs, there will be more costs to invest in improving the quality of the Company's Logistics services.
3.3.7. Extend the range of activities
Due to the increasing number of customers in both domestic and foreign regions. Therefore, the Company needs to expand the market to be able to exploit the maximum number of customers of the Company. This solution will be applied both inside and outside the Company in the following areas:
Traditional market area: These are the markets in which the Company has built its agent network. Following the trend, Logistics companies are still regularly looking for new agents. In order to diversify suppliers, there are more options to choose from, so that you can find good prices and reputable and responsible agents. The quality of the Company's logistics services depends a lot on these agents because they participate a lot in the service implementation process.
New area: The expansion of the market into new regions helps the Company to develop more widely, with greater coverage in the world market. Creating more prestige for the Company, customers will also be more fully met their needs.
3.4. Some recommendations to the State and related parties (Customs, Ministry of Transport)
3.4.1. Strengthening the role of the State
Stemming from the reason today the State has not really paid attention to the Logistics industry. The legal system is still overlapping. The guiding and supportive role of the state is extremely important. The activities of domestic logistics companies are still fragmented, lacking in comprehensiveness and long- term. Even the logistics enterprises themselves do not have a real Logistics association with the participation of the state. At this point, we only have the Vietnam Logistics Association. But the name of the association itself is too old.
Singapore has transformed the forwarding association into a Logistics association for a long time, but Vietnam has not changed. We clearly see that awareness is very important in promoting the growth of members. It is necessary to perfect and synchronize the legal policies and laws related to Logistics activities. Establish a Logistics association to connect businesses in the field of Logistics together so that they can easily manage and capture the development of Logistics businesses. These will create a favorable and organized business environment for Logistics enterprises in Vietnam, including Vinalines Logistics.
Creating an open but tight legal corridor, helping businesses easily apply the law into practice, creating conditions for Logistics businesses to improve the quality of their services.
3.4.2. Investing in infrastructure development
Starting from the cause, we are facing a lack of and weak transport infrastructure system. To solve this situation, the State needs to improve the transport infrastructure system for the industry: Ports, airports, inland customs clearance ports, roads, railways, warehouses, equipment and related institutions such as tax, insurance, banking, environment, etc. All infrastructure systems must be arranged in a reasonable manner as in a continuous planning map, able to interact and support each other. effectively. The Ministry of Transport can
propose and recommend to the State to be able to call for more foreign investment to support. It is necessary to invest in and upgrade transport infrastructure, encourage rail container transport, and focus on investing in building a transshipment deep-water port in the region. These will create many advantages for the transportation of goods, making the circulation of goods safer, easier and faster. As a result, Logistics enterprises in general and Vinalines Logistics in particular will limit the unnecessary costs related to the damage and breakdown of goods during transportation, and this will help the Company. Improve service quality and satisfy customers.
3.4.3. Improve and modernize administrative procedures
Originating from the reason that Customs procedures are still cumbersome and difficult. Customs procedures have applied modern information technology to help businesses make customs declaration more convenient. However, the situation of implicit costs to solve problems and attitudes that cause difficulties for businesses still exists. Transparency and simplification of administrative procedures are urgently needed when Vietnam is increasingly integrating deeply with the world.
Therefore, the State needs to reform administrative procedures at Customs, cut cumbersome procedures and many papers so that customs procedures can be carried out more quickly. Effectively apply information technology application to Customs activities in all Customs departments and sub-departments across the country. From there, it will reduce the time to process customs declarations of customs departments and sub-departments, and reduce costs related to documents. Thanks to that, goods are cleared faster, saving time and money for businesses as well as the State. Customs procedures were carried out quickly to speed up the delivery, which increased the confidence of customers in the Company as well as the quality of the Company's services.