TRAINING AND DEVELOPMENT ACTIVITIES OF THE COURSE “SAP ERP FUNCTIONAL CONSULTANT” AT FPT INFORMATION SYSTEM CO , LTD

FOREIGN TRADE UNIVERSITY FACULTY OF BUSINESS ADMINISTRATION ---***---MID – COURSE INTERNSHIP REPORTMajor: International Business Administration TRAINING AND DEVELOPMENT ACTIVITIES OF THE

FOREIGN TRADE UNIVERSITY FACULTY OF BUSINESS ADMINISTRATION

-*** -MID – COURSE INTERNSHIP REPORTMajor: International Business Administration

TRAINING AND DEVELOPMENT ACTIVITIES OF THE COURSE

“SAP ERP FUNCTIONAL CONSULTANT” AT FPT

INFORMATION SYSTEM CO., LTD

Submission Approval Full name: Đào Minh Châu

(Signature) Student ID: 1812250011

Class: English 1 – High Quality Program Batch: 57

ng Instructor: MBA – Nguy n Minh Ph

Hanoi, August 2021

TABLE OF CONTENTS

LIST OF ABBREVIATIONS 4 LIST OF TABLES _ 4 LIST OF FIGURES 4 ACKNOWLEDGEMENT 5 Research background and purpose 6

Research objectives _ 6

Research scope and limitation 7

Research approach and methods 7 CHAPTER 1: THEORETICAL BASIS _ 8

CHAPTER 2: INTRODUCTION OF FPT INFORMATION SYSTEM CO., LTD AND THE TRAINING AND DEVELOPMENT ACTIVITIES OF THE COURSE

“SAP ERP FUNCTIONAL CONSULTANT” 12

2.1 Overview about FPT Information System Co., Ltd 12

2.1.1 Company information _ 12 2.1.2 Historical background _ 13

2.1.3 Organizational structure _ 15

2.1.4 Business performance in the last three years _ 16

2.1.5 Introduction of the Human Resource Department _ 18

2.2 Training and development activities of the course “SAP ERP Functional Consultant” at FPT Information System Co., Ltd _ 20

2.2.1 Training objectives 20

2.2.2 Targeted trainees _ 22

2.2.3 Content of the training process 23

2.2.4 Training characteristics 27

2.2.5 Results 32

2.2.6 Career development opportunities 32

2.2.7 Overall assessment of the training and development activities _ 33

CHAPTER 3: SOME RECOMMENDATIONS TO IMPROVE THE

TRAINING AND DEVELOPMENT ACTIVITIES OF THE COURSE “SAP ERP FUNCTIONAL CONSULTANT” _ 36 3.1 Development orientation on the Human Resource management at FPT

Information System Co., Ltd 36 3.2 Recommendations proposed to the company 38

3.2.1 Adjusting the management methods 38

3.2.2 Enhancing training content and methods 38

3.2.3 Trainee management 39

CONCLUSION 39 BRIEF SUMMARY OF THE INTERNSHIP 40 Expectations 41

Reasons to choose the company 41

Assigned tasks 41 Difficulties throughout the internship _ 43 Lessons learned _ 42 REFERENCES 45

LIST OF ABBREVIATIONS

Products in Data Processing

LIST OF TABLES

Table 1: Financial reports of FPT Information System Co., Ltd from 2018 to 2020 _ 16

Table 2: Training cost of the course “SAP ERP Functional Consultant” at FPT

Information System Co., Ltd 28

Table 3: The number of personnel trained of the course “SAP ERP Functional

Consultant” at FPT Information System Co., Ltd in the year 2019-2021 _ 29

LIST OF FIGURES

Figure 1: Organizational structure of FPT Information System Co., Ltd 15

Throughout my internship, I have received support and assistance from many people, and I would want to take this opportunity to express my heartfelt gratitude and delight First and foremost, I would like to send my deep sense of gratitude to my instructor – Mrs Nguyen Minh Phuong, MBA of Faculty of Business Administration Thanks to her continuous support, motivation, enthusiasm and immense expertise, I have been encouraged to the highest peak and prepared the route to complete my internship report.Besides my instructor, my sincere thanks go to the Faculty of BusinessAdministration of Foreign Trade University The faculty has given me a preciousopportunity to experience the working environment in addition to the lessons I havelearned at the university These valuable sources of knowledge have been a solidfoundation that enables me to complete my internship to the best of my ability.Last but not least, I would like to express my gratitude to FPT Information SystemCo., Ltd for providing me with the opportunity to perform my internship there And I

am especially grateful to my co-workers in the Training and Development teamwhich includes Mrs Pham Thi Sanh – the leader of the team as well as Mrs PhanThi Phuong Thao, Mrs Nguyen Thi Anh and Ms Luong Dieu Thu Throughout myinternship, they have always demonstrated their excitement for supporting me andassisting me in performing my duties flawlessly

Due to the limitation of time and resources, my internship report may contain some inescapable mistakes It is for this reason that I do not hesitate to receive all constructive comments from lecturers and readers to help me improve better in the future.

Dao Minh Chau

Research background and purpose

Today, the global division of labor is growing in tandem with the rapid advancement of science and technology Vietnam is also progressing along the route of international economic integration in this context Globalization provides many opportunities for Vietnamese enterprises, but it also poses numerous obstacles Businesses must advertise all of their resources to survive and grow in this circumstance Human resources, together with cash, infrastructure, science and technology, are the most crucial aspect of any organization Without human hands and intelligence, material components such as machinery, equipment, raw materials and finance will become useless The human aspect is inextricably linked to an organization's performance.Focusing on the human dimension should be even more important for a companylike FPT Information System Co., Ltd Because a lack of attention or inadequateattention to the human resource component can cause businesses to slip behindtheir competitors when the degree of competition among IT enterprises isincreasingly surging As a result, to improve efficiency in the business process,organizations must prioritize human resource training, particularly for youngworkers, to maintain a sufficient workforce, of good quality and meet the job criteria.Stemming from my awareness of human resource training and development and its importance, having gained related knowledge and completed a three-month internship

at FPT Information System Co., Ltd, I opted to choose the topic <TRAINING AND DEVELOPMENT ACTIVITIES OF THE COURSE “SAP ERP FUNCTIONAL CONSULTANT” AT FPT INFORMATION SYSTEM CO., LTD> for my mid-

course internship report

Research objectives

The purpose of this study is to examine the training and development activitiesassociated with the course “SAP ERP Functional Consultant” at FPT InformationSystem Co., Ltd, determine their strengths and shortcomings and finally makerecommendations to improve the quality of these activities

Research scope and limitation

The study's main goal is to examine the Human Resource Department's trainingand development activities in general and in particular those actions in the course

“SAP ERP Functional Consultant” taken by the Training and Development team.The study scope is in Hanoi and is limited from 2019 to 2021

Research approach and methods

Quantitative method:

+ Face to face conversations with company staff

Qualitative method: evaluating and creating a comprehensive understanding ofhow members of the training and development team deploy and assess the

“SAP ERP Functional Consultant” course

CHAPTER 1: THEORETICAL BASIS

First and foremost, a training process modelled on the theory interpreted in the

book <Noe, R., Hollenbeck, J., Gerhart, B and Wright, P., 2016 Fundamentals

of Human Resource Management 6th ed New York, NY: McGraw-Hill

Education.> will be outlined.

According to the authors of the book, training consists of an organization’s planned efforts to help employees acquire job-related knowledge, skills, abilities and behaviors, with the goal of applying these on the job “A training program may range from formal classes to one-on-one mentoring and it may take place on the job or at remote locations No matter what its form, training can benefit the organization when it is linked

to organizational needs and when it motivates employees.” (Noe, R., Hollenbeck, J., Gerhart, B and Wright, P., 2016a, p 200) The training process consists of five main

phases listed needs assessment, readiness for training, planning training program, implementing training program and evaluation of training results.

to successfully conduct a training needs assessment, they are:

- Determining the desired outcomes

- Determining the source of a problem or a source of discomfort

- Determining the information, skills and attitudes to develop

- Timelines and priorities for training should be established

- Choosing from a variety of evaluations and styles to meet training needs

READINESS FOR TRAINING

According to Noe, R., Hollenbeck, J., Gerhart, B and Wright, P., 2016c, p 206, the

ability to train is determined by a mix of employee attributes and a pleasant workenvironment It exists when employees are willing and able to learn and when theiremployers promote it To be specific, those words are mentioned below:

Employee readiness characteristics: employees must have basic learning skills,

particularly cognitive capacity When employees are highly motivated to learn, that

is, when they genuinely want to understand the material of the training program

Work environment: workplace readiness is also influenced by two basic

aspects of the workplace: situational limits and social support The efficiency oftraining is limited by situational restrictions, which originate from thecircumstances or situations within the company The ways in which theindividuals in the organization facilitate training are referred to as social support

PLANNING TRAINING PROGRAM

“When the needs assessment indicates a need for training and employees areready to learn, the person responsible for training should plan a training program

that directly relates to the needs identified.” (Noe, R., Hollenbeck, J., Gerhart, B.

and Wright, P., 2016d, p 207) Establishing the training program's objectives is

the first step in the planning process The planner selects who will offer the

training, what topics will be covered, what training methods will be used andhow the training will be evaluated based on those objectives

Objectives

- They include a description of what the employee is expected to do, theacceptable level of performance and the circumstances in which the employee is toapply what he or she has learned

- They contain quantifiable performance standards

- They determine the reasons required to achieve the desired performance or result.

Trainers

In-house training is an effective way to implement the training program because

it deals with a lower cost and no travel expenses

Methods

According to Noe, R., Hollenbeck, J., Gerhart, B and Wright, P., 2016e, p 209, there

are three main teaching methods which are presentation methods, hands-on methods and group-building methods and these methods are then divided into several teaching techniques However, in this report, only some of which are mentioned.

- Classroom instruction: a trainer often lectures a group in a classroomsetting Trainers frequently use slides, discussions, case studies, question-and-answersessions and role-playing to enhance lectures Learning is enhanced when trainees areactively involved

- Computer-based training: e-learning is defined as obtaining instructionover the Internet or through an intranet, usually using a combination of web-basedtraining modules, distance learning and virtual classrooms Enrollments may beprocessed, participants may be tested and evaluated and progress may be trackedusing the e-learning system

- On-the-job training: on the job training is an instruction given toemployees while they are working On the job training usually consists of a mix ofobservation and hands-on experience executing activities under the supervision oftraining staff and co-workers

IMPLEMENTING TRAINING PROGRAM

Following the theory interpreted by Noe, R., Hollenbeck, J., Gerhart, B and Wright, P., 2016f, p 218, in order for employees to gain information and skills from the training

program, it must be implemented in a way that takes into account what is known about

how people learn Employees should be able to apply what they have learned to their work environments – in other words, they should act differently as a result of the training.

EVALUATING RESULTS OF TRAINING

Successful training program needs to meet the requirements of trainee satisfaction,transfer of training, new skills and knowledge, performance improvements and high

return on investment From the point of view of Noe, R., Hollenbeck, J., Gerhart, B.

and Wright, P., 2016g, p 222, “the most accurate but most costly way to evaluate

the training program is to measure performance, knowledge, or attitudes among all

employees before the training and then train only part of the employees After thetraining is complete, the performance, knowledge, or attitudes are again measured,and the trained group is compared with the untrained group.”

After briefly presenting the standard training process, the conclusion is that FPTInformation System Co., Ltd meanwhile only focuses on three main stageswhich are planing training program, implementing training program andevaluating results of training These are the three phases that FPT IS conductsmost effectively and brings the most expected results

CHAPTER 2: INTRODUCTION OF FPT INFORMATION SYSTEM CO., LTD AND THE TRAINING AND DEVELOPMENT ACTIVITIES OF THE COURSE “SAP ERP FUNCTIONAL CONSULTANT”

2.1 Overview about FPT Information System Co., Ltd

2.1.1 Company information

Address (officially 22nd Floor – Keangnam Landmark 72 Tower – Plot E6,registered corporation) Pham Hung Road – Hanoi – Vietnam

Telephone number 84 - 24 3562 6000 or 84 - 24 7300 7373

Name of Representative and DUONG DUNG TRIEU – Chairman of Board of

Address (head office) 22nd Floor – Keangnam Landmark 72 Tower – Plot E6,

Pham Hung Road – Hanoi – VietnamFAX (head office) 84 - 24 356 24 850

Number of employees 2454 (as of 2020)

Year of establishment 1994

FPT Information System Co., Ltd (FPT IS) established in December 1994 – is one of the leading integrators and solution providers in Vietnam and the region The company has designed and deployed a large number of overall IT projects, IT services and solutions for major sectors of the countries where it operates by possessing technological capabilities recognized by global customers and partners Solutions “Made by FPT IS” are researched, created and implemented using cutting-edge technology trends and

platforms, which gradually demonstrate the superiority over other products on the market and suit the different needs of domestic and international consumers.

2.1.2 Historical background

FPT Information System Co., Ltd is a member of FPT Corporation – a big name

in the ASEAN ICT industry with 30,651 employees worldwide, a system of 48branches and offices in 26 countries and territories abroad

Before 1994, the company was FPT's IT service center; presently, it is theuniting force of multi-disciplinary services and solutions, including industrysolutions, system integration, cross-industry solutions, SI & IT services, add-onservices and security service The company was founded with the goal ofassisting its customers – organizations and businesses – in improvingmanagerial efficiency, competitiveness and the efficiency of production andcommercial activities through consulting and providing services

To better understand the process of formation and development of FPT InformationSystem Co., Ltd, here are some historical milestones about the company:

- 1994: the company was established

- 1996: FPT IS launched a project to connect Vietnam to the Internet implemented.

- 2005: the company provided the integration gateway for the General Department

of Taxation – State Treasury – Ministry of Finance – General Department of Customs in Vietnam to facilitate information exchange and budget collection.

- 2009: the company implemented an ERP system for Vietnam National Petroleum Group – the largest ERP project in Vietnam

- 2012: the company won Gold and Silver Awards at the ASEAN ICT Awards in

the Philippines for FPT IS self-developed solutions: FPT.eHospital and FPT.eGOV

- 2013: FPT IS awarded first prize in the category of e-commerce applicationsfor public services at the eAsia Awards, organized by Asia Pacific Council for TradeFacilitation and Electronic Business, for the project to implement e-customs for VietnamGeneral Department of Customs.

- 2019: four products Made by FPT IS won Sao Khue Award 2019, includingcapital adequacy ratio system – FPT.CARS, electronic invoicing solution – FPT.eInvoice,FPT data integration and processing platform – FPT.Fortuna, managed detection andresponse solution – FPT.EagleEye MDR

- 2020: FPT IS successfully put ERP system into operation at several largeenterprises, such as Dat Moi Trading & Service JSC (ALC), MEDLATEC GeneralHospital, Vietnam – Russia Bank (VRB), DP Consulting, Long Thanh Plastic, Kim DucGroup JSC, etc

2.1.3 Organizational structure

Figure 1: Organizational structure of FPT Information System Co., Ltd

Source: FPT Information System – Organization, 2021

On the top of FPT Information System Co., Ltd is the board of directors which consists of:

– Mr Duong Dung Trieu – Chairman of FPT IS

– Mr Nguyen Hoang Minh – FPT IS Chief Executive Officer

– Mr Do Son Giang – FPT IS Executive Vice President, FPT IS Chief

Financial Officer

– Mrs Pham Thuy Loan – FPT IS Chief Operating Officer

– Mr Pham Thanh Tung – FPT IS Chief Delivery Officer

– Mr Tran Trung Thanh – FPT IS Southern Regional Director

– Mr Phan Thanh Son – FPT IS Chief Business Development Officer

– Mr Nguyen Xuan Viet – FPT IS Chief Technology Officer

The whole company structure is divided into units including BusinessDevelopment, Delivery, Technology, Finance, Business Assurance and otherunits belonging to the company

2.1.4 Business performance in the last three years

Table 1: Financial reports of FPT Information System Co., Ltd from 2018 to 2020

Net profit after 115,787,918,295 205,391,764,212 225,232,880,425 corporate income tax

Source: FPT Information System – Financial Overview, 2018 – 2020

FPT IS has risen in both quantity and quality from 2018 to 2020, resulting in anincrease in net profit after the corporate income tax year to year.

When compared to the previous year, the amount of net profit in 2019 climbed by about twofold This was due to FPT IS's successful implementation of several solutions for several large Vietnamese companies, including a securities firm in Myanmar Of those products made by FPT IS, the four most significant ones won the Sao Khue Award 2019

– the biggest award of Vietnam software industry Going through the year 2020 –the first year of the global pandemic Covid-19, almost every organization acrossVietnam was under the pressure of lower productivity and even on the edge ofbankruptcy FPT IS was not an exception that in 2020, the net profit after corporateincome tax slightly increased by 25 VND billion However, the sale of products

“Made by FPT IS” in 2020 exceeded VND 400 billion, an increase of 35% compared

to 2019 The company also successfully put the ERP system into operation atseveral large enterprises In 2020, especially, FPT IS received a Certificate of Meritfrom the Minister of Information and Communications for the implementation ofCOVID-19 prevention profound analysis reports

FPT IS believes that the best way to build customer trust is to maximize theintelligence and creativity of a team of qualified employees, implement high-qualityprocesses that adhere to international standards and maintain a policy of constantlyimproving and perfecting products and services Most importantly, the organizationdevelops a competent, in-depth staff capable of grasping global trends andconditions, mastering the profession and solutions for each economic sector andthus comprehending work and expectations To achieve success, customers' needsmust be met and customers' experiences must be shared

2.1.5 Introduction of the Human Resource Department

The Human Resource (HR) Department of FPT Information System Co., Ltd has

a total number of 26 personnel who are separated into four sub-departs or fourteams They include the Recruitment team, the Training and Development team,the Compensation and Benefits team and the Staff Management team

Below are the functions and duties of each team:

- The Recruitment team: sourcing and screening candidates for departments in need of new personnel; coordinating the interview process; facilitating offers and employment negotiations and collaborating with the Staff Management team to sign labor contracts with new employees by applicable law and regulations.

- The Training and Development team: conducting job assessment surveys;communicating with managers or department heads and interviewing employees at alllevels to identify and analyze training and development needs; creating and evaluatingtraining programs; delivering and supervising staff training for individuals or groups ofemployees; implementing and advising on and monitoring appraisal schemes andensuring employees receive statutorily required training

- The Compensation and Benefits team: overseeing pay distribution to employees;

as well as managing the company's compensation and rewards program by ensuring that payroll complies with state and federal regulations and working with managers to develop employee promotion and retention strategies.

- The Staff Management team: signing labor contracts with new employees;administering employee contracts; approving resignation letters or leave applicationsand other regimes

The Training and Development team is one of the four teams in the Human Resource Department, with five members (one leader and four other employees) The team provides a sum of around 230 classes per year, including traditional classes, courses,

contests and online classes via MOOCs (massive open online courses) and thee-learning system Of those classes, the training and development programs aredivided into three levels: FPT level (classes required for all employees of thecorporation), FPT IS level (classes needed for all workers of the company) andFISx level (in-deep training for personnel of each department).

For each year gone by, the number of employees who meet the trainingrequirements and acquire training certificates is up to 90% of the total number ofpersonnel in the company

2.2 Training and development activities of the course “SAP ERP

Functional Consultant” at FPT Information System Co., Ltd

2.2.1 Overview about SAP ERP

SAP is one of the world's leading software developers for business processmanagement, creating systems that enable efficient data processing andinformation flow across organizations The corporation was founded in 1972under the name System Analysis Program Development (SystemanalyseProgrammentwicklung), which was later simplified to SAP Since then, it hasevolved from a five-person operation to a multinational corporation with morethan 101000 people worldwide, headquartered in Walldorf, Germany

SAP created the global standard for enterprise resource planning (ERP)software with the introduction of its original SAP R/2 and SAP R/3 software SAPS/4HANA now takes ERP to the next level by leveraging in-memory computing

to process massive volumes of data and support sophisticated technologies likeartificial intelligence (AI) and machine learning

ERP is the acronym for “enterprise resource planning.” Procurement, production,materials management, sales, marketing, finance and human resources are just afew of the major business sectors covered by ERP software

SAP was one of the first firms to design standard business software and itcontinues to provide industry-leading ERP solutions

2.2.2 Training objectives

The overall goal of human resource training and development is to help employees better understand their work, master their profession, perform their functions and tasks more self- consciously and improve their adaptability in the future Training and development in the workplace have specific implications and meanings for both employers and

employees Because of a number of vital aims, training is a high priority at FPTCorporation in general and FPT IS in particular.

Students will become SAP ERP functional consultants of FPT IS aftercompleting the training program, possessing the knowledge, skills and attitude

to meet the company's requirements

The following are specific objectives:

- Students will be able to work on the company's software consulting projects

- Students will have a sense of labor discipline as well as compliance withthe company's rules, policies, processes and regulations in order to help increase workproductivity and thus income while at the workplace

- Students are divided into groups to help them grasp the company culture, integrate fast and work well in a variety of settings

- Students are encouraged to maintain a professional demeanor when dealing with clients, partners and coworkers

As for FPT IS: With the drive to create resources, training becomes a top focus Because

the purpose of the training process is to produce the highest quality employees possible, who have been professionally trained and evaluated to be able to accompany the projects From there, firms may steadily increase the quality of their human resources, giving them a distinct competitive advantage that will help them stay afloat in the market.

Furthermore, the training process is designed to familiarize trainees with theworking environment, operating procedures and corporate culture After that,they will have time to integrate and learn more about the organization This is avital prerequisite for a person to stay with a company for a long time Moreover,the company can also create consistency in corporate culture when it hastraining strategies right from the start to develop a strong FPT personality

As for the trainees: The trainees will have the opportunity to study and increase

professional knowledge while being coached and mentored by experienced andtalented people at the organization This will allow them to develop more than theirabilities This will be extremely beneficial to them in their future career path,particularly for those who will continue to work with and support FPT IS

FPT IS always fosters a safe and dynamic environment for students to freely come up with new ideas and concepts, allowing them to speak up and put their ideas into action and those ideas will almost probably be acknowledged if they have practical significance (to mention the contest named “iKhiến” which allows all the employees to speak their ideas and put them into action if feasible) That is the foundation for developing a young, talented, proactive and creative human resource capable of integrating and adapting to changes in the workplace, particularly in the information technology industry.

In addition to solid professional knowledge, FPT IS aspires to create anenvironment in which students can grow holistically by organizing groupactivities, contests and sharing seminars on a regular basis It allows them togain a broader range of knowledge that is more relevant to daily life

2.2.3 Targeted trainees

The main targeted trainees for the course “SAP ERP Functional Consultant” areuniversity students from the third year to fresh-graduation who are studyingaccounting, information systems and information technology at universitiesacross the country In which, some universities are regularly a source of humanresources for FPT IS such as FPT University, Foreign Trade University, NationalEconomics University, Hanoi University of Science and Technology, VNUUniversity of Engineering and Technology,…

In addition to the requirements of majors and specialized knowledge, the targeted trainees

of the course are also young people with good soft skills such as communication

skills and negotiation skills, patience, meticulousness and always bearing the spirit of learning new things and progressiveness in the study and work as well.

FPT IS choose those students as the targeted trainees for the following reasons:

- Students in their third to last year in economics and technology institutions are usually well-trained with just enough previous knowledge (in terms of accounting and/or information systems) to gain a decent understanding of job requirements, as well as the ability

to quickly grasp the company's extensive training programs This will assist them in being less shocked when working on real projects.

- Furthermore, to establish a source of software implementation workers(SAP ERP functional consultants), the company chose third to last year students whoare about to finish school or are about to graduate – as a method to orient and retainoutstanding people

- In addition, the Recruitment team will examine and pick people who have

a positive attitude and a desire to learn and improve while selecting targeted trainees.That is a sufficient condition for the company's training and development programs to

be successful

2.2.4 Content of the training process

Students enrolled in the course “SAP ERP Functional Consultant” will have theopportunity to attend general training sessions on FPT Corporation and FPT IS,its people and culture, as well as its products and strategies The students willnext proceed to phase 1 of the course, which includes a system overview andspecifics on the system's modules Finally, phase 2 is a two-month on the jobtraining program on real-world projects

“Welcome Day” will be the first subject trainees will be taught on when starting at FPT

IS To put it another way, it is a warm-welcome session where new members will be