CHAPTER 2: SITUATION OF LOGISTICS SERVICE QUALITY AT
2.5. Overall assessment of logistics service quality at Vinalines Logistics
2.5.1. Advantages
2.5.1.1. Advantages of the trust factor
Firstly, a large fleet of vehicles and ships and a large warehouse is also one of the advantages that helps the Company to ensure the proactive and fast delivery of goods, on time for customers. row. Secondly, as a subsidiary of Vietnam National Shipping Lines - A company with great reputation in Vietnam's maritime industry, Vinalinas Logistics has a close relationship with customs branches. Therefore, customs declaration documents are carried out quickly and smoothly, and arising problems are resolved more easily.
2.5.1.2. Advantages of responsiveness factor
Firstly, the Company has a quality plan and standard process design.
Thereby helping employees grasp their work quickly and ensure higher
accuracy, do not miss the implementation steps and always perform the service consistently. Secondly, one of the advantages that Vinalines Logistics is highly appreciated by customers is the agent system that covers most of the main ports in the world. Originating from understanding the needs of domestic import and export enterprises, the Company has identified potential market areas from which to set up agents. In addition, international firms that sign agency contracts with the Company have an increasing number of companies and have worldwide coverage. Therefore, the Company's services are always diversified and available, whenever and wherever the Company is ready to meet the diverse needs of customers.
Thirdly, the establishment of a wide relationship with related parties, creating favorable conditions for the Company's service provision. For example, there is a problem with customs procedures that can be resolved quickly; Good relationship with many shipping lines can negotiate and get the best price for each line of each carrier. Each carrier is only strong in some routes, so Vinalines Logistics is very focused on exploiting the strengths of its partners on their routes. For example, Maersk has a very good service to Europe, but the price is high, so it is mainly FOB goods, and for CIF goods, you should choose MISC, COSCO, MSC, ITS. The airline's Africa route also offers good service in a wide-ranging fashion, in places where only Maersk can travel on the market. On each specific point, there are other companies competing such as going to Ghana, Ivory Coast are PIL, MSC... Agents are searched and exploited by Vinalines Logistics based on their strengths. These are also regular partners of Vinalines Logistics, so the guarantee of service quality is at the maximum level.
2.5.1.3. Advantages of the element of assurance
Internally, Vinalines Logistics has also created its own strengths as a basis for improving service quality. The number of employees is increasing day by day in terms of quantity and quality. The improvement of staff qualifications
is always focused by the Company, the Company has short-term professional training courses for staff to improve their professional qualifications.
In addition to their professional qualifications, all staff are carefully trained in understanding customer psychology, so Vinalines Logistics staff always keep a friendly and enthusiastic attitude. Contact with customers can be through many different means such as by phone, email or face-to-face.
However, each employee always shows a cheerful, open and wholehearted attitude to customers. Even if the customer refuses the service, the staff still thank you politely and keep the relationship, hope to have the opportunity to cooperate next time. All customers commented that from the General Director to the staff of Vinalines Logistics, they are very enthusiastic and cause a lot of sympathy for customers. This is very important in maintaining old customers and creating new customers.
2.5.1.4. Advantages of empathy factor
Empathy is one of the factors that customers appreciate in the customer's criteria for service quality of Vinalines Logistics. Most of the company's staff are dedicated and enthusiastic people. At the same time, the Company also has a division of employees by region to deepen customer exploitation and thereby capture customer requirements in the most specific way. Each customer dealing with Vinalines Logistics is always interested and noted by a certain employee from the beginning to the end of the contract, carrying out transportation and delivery. Therefore, customers can grasp the situation of their goods through that staff. If you have any questions, you can immediately know who to turn to for advice.
2.5.1.5. Advantages of the tangible element
Like any other logistics service provider, Vinalines Logistics also attaches great importance to the use and innovation of technological equipment. The Company's infrastructure is also improved, ensuring adequate equipment for work. The system of wharves and warehouses has been invested in an
effective way, focusing on investing in a number of key ports with many important hubs such as Cai Lan, ICD Lao Cai. Thanks to the improvements in improving the quality of Logistics services, Vinalines Logistics has increasingly firmly positioned itself in the logistics market in Vietnam as well as in the world.
2.5.2. Limit
Besides the advantages, the service quality of Vinalines Logistics also has certain limitations. In recent years, the logistics market has made significant developments. To compete in today's booming logistics market both at home and abroad, Vinalines Logistics Vietnam Joint Stock Company needs to determine its key competitiveness, thereby investing in construction and radial development. to capture a growing market share.
2.5.2.1. Limitations on the trust factor
Although Vinalines Logistics's agent system is large, it is still limited in its ability to control. There is still a situation of slow delivery due to paperwork problems, goods are scratched, there are still cases where the delivery is not as original due to the other party's loading staff, there is a wet shipment that affects one of the customers. part to the quality of the goods. Although these are only very rare cases, they can also affect the reputation of the Company
Customs operations of the staff on time and accuracy have not really satisfied customers. That is because the preparation of valid and legal documents of the shipment to complete the customs declaration before going to the customs office to carry out import and export procedures has not been thoughtful, and mistakes are made. it takes time to edit.
2.5.2.2. Limitations on the responsiveness factor
According to the results of the survey according to the Rater measurement criteria, customers are still not completely satisfied with the Company in terms of meeting customer requirements for service and order information. On the other hand, in the current explosive information technology
era, information is an important factor that can help businesses reduce shipping times, confirm order types, and better meet customer needs. , minimizing risks The import-export work of international trade takes place through many stages and processes with many procedures and risks.
Therefore, the Company needs to invest more in the basic information system.
2.5.2.3. Limitations on the guarantee factor
The quality of the company's human resources has a certain level of qualifications and polite attitude to customers, but to say that employees can understand each customer's wishes and requirements, it still cannot be met.
Through the survey results, it is also found that there are still customers who are not satisfied with the knowledge and empathy of the staff for each customer. In addition, the knowledge of the staff is still not enough to fully guarantee a truly quality service. In some cases of force majeure occur, there is still no quick response in handling.
2.5.2.4. Limitations on the empathy factor
Although the human resource management has been completed, the human resources team in the Company has not really met all the requirements and wishes of customers. Basic knowledge, although equipped, is still not guaranteed to be specialized in each specific situation. Some areas of legal terms, insurance, costs or risks incurred... and the ability to advise customers is still limited. Therefore, customers are still not really satisfied with the professional qualifications of the Company's employees.
2.5.2.5. Limitations on the tangible element
In terms of tangibles such as the Company's infrastructure, although it is evaluated well, there is still a phenomenon that information is not fully guaranteed during the delivery of goods. In the immediate period, when there are many large and small domestic and foreign enterprises competing in the field of Logistics, which have many preferential policies of the State, contributing to increasing competition in the market, enterprises are more and
more demanding. need to have a good relationship with customers, so businesses need to rethink marketing services to promote service consumption and brand promotion.
2.4.4. Reason
2.4.4.1. Subjective reasons
Through the process of reviewing and re-analyzing the survey table and the actual situation of the Company, we can point out some subjective reasons as follows:
✓ The company has not yet built an effective quality management model. Although we have built a quality planning system for the Company, put service quality first to all employees and there is a Logistics process, but to ensure that all stages in the Logistics process are performed. smoothly and reliably, the Company should develop a quality management model.
Therefore, the lack of a professional quality management system leads to difficulties in implementation, and there are still problems such as paperwork.
✓ The collection of customer feedback has not been officially organized. Completely passive in information, the Company has not yet fully grasped the feelings and information of customers' needs, which leads to difficulties in determining the direction to improve quality.
✓ The company's infrastructure system has been upgraded, the agency system is large in many areas, but the control capacity is still limited. Although Vinalines Logisitics Company has had a lot of awareness in applying IT to its business activities, these are still far behind foreign Logisitics companies. If only in terms of website construction, the company's website simply introduces itself and its services, but lacks the utilities that customers need such as track and trace tools (order tracking), train schedule, e-booking, tracking documents... Therefore, there is still the phenomenon that the information system is still not really guaranteed and is behind schedule.
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In addition, the company's image also needs more investment. Although being a subsidiary of Vietnam National Shipping Lines Corporation, Vinalines Logistics is also considered a company that has not been operating for a long time in the field of Logistics. Especially when cooperating with foreign partners, the image and reputation of the Company is always valued. Another aspect of the service cost is also the things that customers care about to decide whether to start or continue to cooperate with the Company. Because there are still customers who do not want to continue to cooperate with the Company, the construction of reasonable prices as well as building more prestige for the Company should be focused.
2.4.4.2. Objective reasons
To find out the objective causes for the Company, it is necessary to consider the external environment of the Company in terms of factors such as State laws, infrastructure issues and administrative procedures. How does it affect the Company?
✓ State side: Still not really interested in Logistics enterprises. State laws are complex and overlapping. Logistics service provision activities in Vietnam are simultaneously regulated by the Commercial Law 2005 and Decree 140/2007/ND-CP, leading to difficulties for Logistics enterprises in general and Vinalines Logistics in particular in transporting logistics services. application and enforcement of relevant laws. On the other hand, Logistics activities in Vietnam are also regulated by the following laws: Maritime Law 2005, Decree 125/ND-CP 2003 on multimodal transport, Inland waterway law in 2004, Road law in 2004. 2001 and the railway law 2005. Too many governing laws make it difficult to apply and enforce it.
✓ Logistics industry in general and the Company in particular are facing the lack of and weak transportation infrastructure system. This makes the logistics costs of Vietnam will be much higher than other countries. Logisitics
companies themselves will incur a lot of investment costs, reducing their profits as well as the ability to expand services.
Customs procedures are still complicated and cumbersome. Although e- customs declaration has been implemented for a while, customs procedures in Vietnam are still mainly done manually and carrying heavy paperwork, there is no connection between units. customs. Procedures are still complicated and many overlaps, lack of transparency. Therefore, the time to carry out customs procedures is prolonged, affecting the circulation of goods of enterprises.
✓ Up to now, Vietnam's logistics enterprises operate very independently, lacking the necessary linkage. In many market areas, our State has not yet had trade relations, leading to difficulties in accessing new markets.
Our country is lacking a team of professional and well-trained Logisitics experts. More than ever, success begins with people. Therefore, our country needs to develop a human resource strategy for logistics.