Improve the working Efficiency of sales staff at 88 Group Vietnam Joint Stock Company

Improve the working Efficiency of sales staff at 88 Group Vietnam Joint Stock Company BACHELOR’S DEGREE IN MANAGING AND RUNNING ORGANIZATION MAJOR PROJECT MANAGEMENT Nguyen Thi Thuy Dung 88 Group Vietnam Joint Stock Company Promotion 2020 – 2022 No 2824953 Duc Giang, Thuong Thanh Wa.

BACHELOR’S DEGREE IN MANAGING AND RUNNING ORGANIZATION

MAJOR: PROJECT MANAGEMENT

Nguyen Thi Thuy Dung 88 Group Vietnam Joint Stock Company

Promotion: 2020 – 2022 No 28/2/49/53 Duc Giang, Thuong

Thanh Ward, Long Bien

District, Hanoi City, Vietnam

The working period from March ,2020 to May 2020

Project: "Improve the working Efficiency of sales staff at 88 Group

Vietnam Joint Stock Company"

TUTOR IN UNIVERSITY TUTOR IN ENTERPRISE Tran Thi Tra My Nguyen Thi Nguyet

Ha Noi, 2022

TABLE OF CONTENS

TABLE OF CONTENS 1

I OVERVIEW COMPANY: 88 GROUP VIETNAM JOINT STOCK COMPANY 5

1 GENERAL INFORMATION 5

1.1 Basic information about 88 Group Vietnam Joint Stock Company 5

1.2 Organizational structure and operational apparatus of 88 Group Vietnam Joint Stock Company 6

1.2.1 Organization chart of the company: 6

1.2.2 Description of the functional parts and the way of operating the company: 7

1.3 SWOT analysis 9

II OVERVIEW OF INTERNSHIP 10

2.1 Reasons for choosing the project: “Improve the working efficiency of sales staff at 88 Group Viet Nam Joint Stock Company” 10

2.2.The Project Plan 10

III INTERNSHIP PROCESS 12

3.1 Duties at the internment facility 12

3.2 Satisfaction survey of sales staff at 88 Group Vietnam Joint Stock Company 13 3.2.1 Build a questionnaire 13

3.2.2 Conduct surveys and analyze the results obtained 14

3 Advantages and limitations of 88 Group Joint Stock Company in managing sales staff 21

3.1 Advantages 21

3.2 Limitations 22

3.2.1 About the policy of training and developing qualifications for employees 22

3.2.2 About salary, bonus and welfare policy 23

3.3 Proposing solutions to improve the working performance of sales staff at the company 24

3.3.1 Solutions to improve the quality of training activities for employees 24 3.3.2 Solutions to improve the performance of salary, bonus and welfare policies.

.4 3 Implement the proposed solution 26

4.3.1 About improving the quality of training for employees at the company 26

4.3.2 About Solutions to improve the performance of salary, bonus and welfare policies 29

5 Evaluate the results 30

IV COST 33

V PROJECT ASSESSEMENT AND CONTRIBUTION 34

5.1 Difficulties encountered and solutions: 34

5.2 Contribution to the company in the international process 34

5.3 Lessons and experience learned from the internship 35

VI.CONCLUSION 36

REFERENCE 37

APPENDICES 38

LIST OF TABLE

Picture 1: Working directly with customers at the company 12

Picture 2: Exchange and consult with customers through Caresoft software 12

Picture 3: Performing tasks via Kiotviet software 13

Picture 4 : Sales staff go to technology hospitals to learn more skills 27

Picture 5: Write an email to invite speaker Eric Tho to become a training instructor 28

Picture 6 : Speaker Erik Tho is training soft skills in business 28

Picture 7: Organizing cultural exchanges between departments 29

Picture 8: The company awards bonuses on the occasion of the holiday 30/4 – 01/05 30

Table 6.1: Statement of business results (unit: billion dong) 31

Figure 5.1: The company's revenue report for 3 months 32

Picture 9: Customer evaluation of sales staff through Caresoft software 33

During my study period, under the dedicated guidance of the teachers of theDepartment of International Education, Vietnam Trade University and the University ofToulon, I have gained a deeper understanding of the knowledge in the field ProjectManagement during this internship

With a deep sense of gratitude, I would like to express my sincere thanks toTeacher Tran Thi Tra My, who directly helped me enthusiastically and thoughtfully,imparting to me valuable knowledge and experiences useful to complete the internshipreport with the topic: "Improve the working performance of sales staff at 88 GroupVietnam Joint Stock Company" To the leadership and staff of 88 Group Vietnam JointStock Company, above all, I would like to thank Ms Nguyen Thi Nguyet_Manager ofSales Department for helping and creating favorable conditions for me to complete mywork assignments at the internship site

Although I have tried to make the topic as complete as possible However, due tolimited time, as well as limited experience and knowledge, certain shortcomings cannot

be avoided We look forward to receiving your guidance and suggestions to improve thethesis topic

I OVERVIEW COMPANY: 88 GROUP VIETNAM JOINT STOCK COMPANY

1 GENERAL INFORMATION

1.1 Basic information about 88 Group Vietnam Joint Stock Company

International name: 88 Group Vietnam Joint Stock Company

Address: No 28/2/49/53 Duc Giang, Thuong Thanh Ward, Long Bien District,Hanoi City, Vietnam

Representative: DUONG QUANG TRUNG

Phone: 0966438864

Field of activity: trading laptop product lines

Number of employees: Over 130 employees

88 Vietnam Group Joint Stock Company is one of the pioneers in Hanoioperating in the field of trading Laptop products, components, accessories, computerskins and System of Warranty and Repair Centers laptop

- Established from 2013 to present, by Mr Duong Quang Trung as director.Laptop88 has built a solid foothold in the market and has become a familiar name forcustomers With a long-term vision, 88 Group focuses on investment and developmentwith three key strategies:

* Laptop88: Laptop88 was born with the mission of bringing professionaltechnology products and solutions to customers With the market and product research

of the Board of Directors and the Management staff together with the efforts of thestaff Up to now, Laptop88 has had a system of stores in both South and North

* Technological Hospital 88: Technology hospital is considered as one of thedistinguishing marks in after-sales service with customers of 88 Group The technologyhospital block is separate from the store system, promptly handling problems arising inthe process of using customers' products to help customers more convenient duringwarranty and laptop repair

* Skin88: Skin 88 was established to help satisfy customers' needs forrefurbishing and beautifying technology devices Grasping that need, Skin88 providesskinning services for phones, laptops, tablets, cameras, etc., turning each product thatcomes to Skin88 into a work of art

- Currently the company has a total of 15 facilities from North to South withdiverse fields such as buying and selling laptops, PCs, computer components, skinstickers, repair, warranty

- Laptop88 always strives towards a dynamic business, professional anddisciplined working environment, well-trained, friendly and professional staff

1.2 Organizational structure and operational apparatus of 88 Group Vietnam Joint Stock Company

1.2.1 Organization chart of the company:

1.2.2 Description of the functional parts and the way of operating the company:

Company

functions/department

s

Head (person in charge) Function Description

Leadership

Mr Duong Quang Trung

- Browse important company decisions onproduct policy, finance, human resources

- Directly work on government and legalissues of the business

- Supervising the activities of functionaldepartments and the activities of stores

(Department in

charge of human

resources)

Mr Nguyen AnhViet

- In charge of recruiting, signing workingcontracts with employees

- Responsible for developing employeetraining programs

- Arrange working schedule with storemanager and staff

- Encourage reward and punishment options

Manager

Chief Engineer

Staff

Administrative Division - Office

Marketing Department

Staff

Accounting department

Staff

Human resouces department

Staff

Warehouse system

Manager

Staff Director

- Plan Teambuilding activities to improvethe cohesion among employees in thecompany

Finance and

accounting

department

Miss.Hoang Thi Hien

- Make a plan to control and check thecompliance of business departments andestablishments to ensure compliance withregulations

- Check the accounting records, check thearising documents, repair the warranty,repair the service of the businessestablishments in the Company

- Assess and identify risks, losses anddamages in operating processes at facilitiesand departments

- Control the company's cash fund, financialstatements and accounting

- Conduct transactions with suppliers

- Responsible for keeping and preservingbusiness papers and contracts of theenterprise

Business

establishments

Mr Truong Chinh Tam

- Perform operations at the Company such

as sales, goods inspection, storemaintenance, equipment repair

- Consulting, supporting and persuadingcustomers to choose the company's productsdirectly at the store

- Answer the call center & chat channels toanswer information about purchasingsupport policy, product exchange, warranty,shipping;

- Receive and process information aboutproduct-related errors;

- Recording customer's contributions andfeedback to improve service quality;

- Answer questions and difficulties

customers are facing

- Repair software errors according tocustomer needs

Warehouse

Miss.Le ThiHuong

- Responsible for the management of allgoods, products and equipment of thecompany

- Monitor the import and export of supplies,tools, machinery, equipment, assets, goods

on a weekly, monthly, quarterly, and annualbasis, and together with the accountingdepartment make regular inventory period

1.3 SWOT analysis

- The company's sales staff is large,

experienced and highly skilled They know

how to grasp customer psychology and have

high persuasion skills

- The distribution system is present

throughout the northern and southern

provinces

- Diversified system of products and

services

- There are many attractive promotions to

attract many potential customers

- Customer care service always listens,

advises and understands customer

psychology Know flexibly the situations to

suit the needs of customers, satisfy even the

most demanding customers

- Service does not meet customer needs

- Lack of synchronization in businessactivities

- Despite being invested and opened, thescale of operation has not yet met thecurrent demand, there is a lack ofsynchronization in business activities,leading to difficulties in operation,management, and labor productivityhigh

The first opportunity mentioned is about the

sales experience of sales staff Because the

company has been operating for a long time

in Hanoi city, where shopping is crowded,

the customer's experience or thoughts are

well understood by the management and

staff

- The geographical location of the facility is

located in the central locations of Hanoi,

besides each sales establishment comes with

a nearby technology hospital, which is

convenient for customers to purchase, repair

and maintain

- Products are always caught up with trends,

and improved according to customers'

wishes, giving customers more choices

- Product competition among companies

in the industry is increasing:

- The market for electronic technologyproducts has a high level of competition

So this is a big challenge facing 88Group

- On the other hand, the increasingdemand for computers leads to theappearance of new competitors With along-standing brand like 88 Group, this

is both a great opportunity and a bigchallenge

- A sharp increase in input costs leads to

an increase in the company's productcosts

II OVERVIEW OF INTERNSHIP

2.1 Reasons for choosing the project: “Improve the working efficiency of sales staff at 88 Group Viet Nam Joint Stock Company”

After contacting and meeting with the representative of 88 Group Joint StockCompany at the facility 34 Ho Tung Mau to discuss the internship, I participated inworking and interacting with all employees working at the company company Besides,

I found out more information and discovered the weaknesses, as well as the existence ofthe company, is the fact that the performance of the sales staff has not reached the highresults as expected, leading to the results The company's revenue was significantlyaffected

More specifically, in the present time, the Covid pandemic has left manybusinesses with heavy losses, including 88 Group Joint Stock Company, as well asother businesses, 88 Group also wishes to develop and achieve the highest revenue

To achieve those goals, 88 Group Joint Stock Company needs to adjust andsupplement some more appropriate policies for sales staff at the company Therefore,improving the working quality of sales staff at the company is a necessary issue I havechosen the topic of my thesis: "Improving the performance of sales staff at 88 GroupVietnam Joint Stock Company" in order to find out policies to improve the workingperformance of the company's employees company, thereby contributing to thesustainable development of 88 Group Joint Stock Company

2.2.The Project Plan

Working with an instructor in the company Ms Nguyen Thi Nguyet, I plannedthe project: "Improve the working performance of sales staff at 88 Group Vietnam JointStock Company" as follows:

01/03/2022 – 03/03/2022: Find out information, activities of the company

04/03/2022 – 14/03/2022: Learn about the company's products

15/03/2022 – 30/05/2022: Participate directly in selling the products andcomponents that the company is trading and at the same time to better understand thework and issues that sales staff are doing

15/03/2022 – 17/03/2022: Designing a survey questionnaire on the satisfaction

of sales staff at 88 Group Vietnam Joint Stock Company

18/03/2022 – 24/03/2022: Survey of sales staff at 88 Group Vietnam Joint StockCompany

25/03/2022 – 28/03/2022: Analyze, process and comment after conducting asurvey of sales staff at the company

29/03/2022 – 31/03/2022: Proposing a number of policies to improve theperformance of sales staff at the company, both meeting the company's requirementsand satisfying employees compared to their efforts

01/04/2022 – 15/05/2022: Apply the proposed policy

17 /05/2022: Summary of revenue of the months after applying the policy andcommenting on the results

22/05/2022 – 29/05/2022: Evaluation of project results

III INTERNSHIP PROCESS

3.1 Duties at the internment facility

The work I did during my internship at 88 Group Vietnam Joint Stock Company

Picture 1: Working directly with customers at the company

- Introduce, advise and convince customers to use the company'sproducts/services

- Resolve customer queries and problems

- Resolve customer issues and complaints to ensure customer satisfaction and

Picture 2: Exchange and consult with customers through Caresoft software

- Search, maintain and develop a network of potential customers and partnersonline and offline

- Communicate and talk with customers through the company's Caresoft software

- Make an appointment and keep the product deposit for customers through direct

reference at the company

Picture 3: Performing tasks via Kiotviet software

- Perform the following operations on Kiot Viet software after the customer agrees

to buy the company's products

- At Viet Kiot software, I have just ordered products, tracked the products that arestill in stock at the store, after every working day, I make reports and know the best-selling product models at the company at that time At that point, to propose and ordersuppliers to deliver in a timely manner to ensure that the customer's wishes are met

3.2 Satisfaction survey of sales staff at 88 Group Vietnam Joint Stock Company

3.2.1 Build a questionnaire

- Define survey object and questionnaire template

+ Survey object: All employees working in the company's sales department

+ Questionnaire form: Build a questionnaire consisting of multiple-choicequestions so that people can choose in accordance with their feelings The questionnaire

consists of 12 - 15 questions, in which the last question I choose is open-ended so thatpeople can give their own views problems to be overcome and solutions people suggest

to problems there

The questionnaire will be designed in the form of multiple-choice, easy to see sothat people will not be idle when taking the survey

- Determine methods of sending questionnaires:

+ In the direct form: Print out the survey and distribute one copy to each person

so that everyone can easily answer the question After answering, I will collect thatsurvey

+ In the online form: I will send the link of that survey form to everyone throughthe media such as Zalo, Messenger, Gmail

- Link to survey form:

https://docs.google.com/forms/d/1zqdXSv4D7aCcI4a0NHjVXBsvRckdyWdHUyB9L7EAh5Q/edit

3.2.2 Conduct surveys and analyze the results obtained

To find out the essential causes affecting the performance of sales staff at thecompany, I surveyed 76 employees of the sales department of 88 Group at 34 Ho TungMau, Cau Giay, Hanoi After collecting 74 questionnaires from company employeeswith 8 job-related questions, I obtained the following results:

Question 1: How long have you worked at 88 Group Vietnam Joint Stock Company ?

Based on the survey results, we found that employees who have a long-termcommitment to the company account for a "quite small" percentage, specifically asfollows: 25% of employees working at the company for less than 1 year, from 1 to 3years 3 years accounted for 55%, from 3 to 5 years accounted for 17%, over 5 yearsaccounted for 3%

=> Thereby we see, the company does not have many long-term employees whowant to continue to develop their careers and accompany the company

Questions 2: What age group are you in?

53.64%

38.31%

5.75% 2.30%

What age group are you in?

From 18 to 25 years old From 26 to 35 years old From 36 - 45 years old Over 45 years old

Based on the chart, we find that the company's sales department has quite younghuman resources aged from 18 to 45 years old, specifically as follows: the age groupwith the highest percentage is from 18 to 25 years old accounting for 54%, the next

position is from 26 to 35 years old, accounting for 35%, from 36 to 45 years oldaccounts for 6%, over 45 years old occupies a very small position, accounting for only2% This is one of the biggest advantages of the company, having a young staff, theyalways want to give their best, ready to absorb and learn, constantly explore and create,easy to access new developments especially in the field of electronic computertechnology This has a significant impact on innovation and development for thecompany.

Questions 3: You are satisfied with the level of recognition of the company for what you have done.

I collected the following results: 55% of employees are satisfied that thecompany recognizes the level of work each employee has contributed to the company,employees feel normal about the level of recognition of the company accounting for25%, besides, there are still some employees who are not really satisfied with thecompany's recognition of their personal work, accounting for 8%

Question 4: Does the company fairly distribute wages, bonuses and allowances according to employees' contributions?

Through the survey data, we find that the company's salary and bonus foremployees are divided fairly equally among employees based on the results eachemployee brings to the company, specifically: : 60% of employees agree with thecurrent company's salary and bonus distribution, followed by employees who feelagree, accounting for 23%, in addition, there are a few individuals who feel disagreeabout the salary and bonus distribution accounting for 17 %

=> From that, we can see that despite being in a rather stressful epidemicsituation, the economy is facing many difficulties, but the company still tries to giveemployees the best that they can In addition, the company establishes a fair andtransparent salary mechanism, but is still really based on what employees contribute tothe company, almost the company is paying salary according to the position thatemployee takes there are no additional responsibility bonuses for employees who workwith high results

Questions 5: Does the company have training programs to improve employees' qualifications and skills?

The survey results show that the company has not paid much attention to trainingand improving skills for employees, specifically the number of employees who feel thatthe company does not pay attention to training and organizing courses accounts for themajority of employees quite high (accounting for 69%) 15% of employees feelcompletely disagreed when it comes to the idea that the company organizes newtraining courses for employees The number of employees who feel okay about this is13% And only 3% of employees agree on the idea that the company organizes manycourses for employees

=> Thereby we can see that one of the reasons affecting the work performance ofemployees is that the company does not have separate training programs for employees,while today's society uses 4.0 technology It is very developed, especially in electronicsand software, it develops day by day If not updated in time, leading to staff lack ofknowledge, it is difficult to answer difficulties and questions from customers This leads

to reduced employee productivity, affecting the company's revenue

Question 6: Does the leader care, motivate, acknowledge contributions and treat employees fairly?

Through the survey, I collected the following results: 67% of employees agree

that the company's leaders and managers care about and listen to employees'contributions, but besides that, the percentage Employees feel that they disagree on thisissue (accounting for 8%), in addition, employees feel that they are okay with it,accounting for 5% This shows us that the Company always pays attention toemployees, listens to their suggestions and respects the individual rights of eachemployee Thereby giving employees a feeling of friendliness and closeness to thecompany, helping them to have more motivation to work and bring high performance atwork

Questions 7: Is the company atmosphere comfortable, stress-free and reasonable working hours?

57% of the company's employees feel that the working environment at thecompany is quite comfortable, fair, with reasonable working and resting hours Inaddition, 29% of employees feel normal working environment at the company.However, there still exists about 14% of the employees of the sales department who feelnot really comfortable working at the company

=> We can see that the Company is quite focused on working conditions foremployees, always creating favorable working conditions, a safe working environmentand ensuring reasonable working and resting time to help everyone feel morecomfortable at work, have enough health as well as mental clarity to work better,maximize all abilities of each employee themselves when working