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Untitled 1 ĐẠI HỌC UEH TRƯỜNG KINH DOANH KHOA KINH DOANH QUỐC TẾ MARKETING DỰ ÁN CUỐI KỲ QUẢN TRỊ CHUỖI CUNG ỨNG P 1 Giảng viên Ths Hoàng Thu Hằng Khóa – Lớp K45 – IBC03 Tên nhóm Viettel Post Danh sác[.]

ĐẠI HỌC UEH TRƯỜNG KINH DOANH KHOA KINH DOANH QUỐC TẾ - MARKETING

DỰ ÁN CUỐI KỲ

Giảng viên: …… Ths Hoàng Thu Hằng…

Khóa – Lớp: ………K45 – IBC03………

Tên nhóm : ………Viettel Post…… …

Danh sách sinh viên – MSSV – email:

Võ Tường Vy- 31191024322 - vyvo.31191024322@st.ueh.edu.vn

Lê Ngô Quế Lâm – 31191025258 - lamle.31191025258@st.ueh.edu.vn Tống Nguyên Khôi – 31191026293 - khoitong.31191026293@st.ueh.edu.vn

Lê Hoàng Phúc – 31191025878 - phucle.31191025878@st.ueh.edu.vn

TP Hồ Chí Minh, ngày 18 tháng 12 năm 2021

Table of Contents

I ABSTRACT 3

II CONTENTS 4

1 Introduction 4

1.1 The background of Logistics in the world 4

1.2 The background of Logistics in Viet Nam 5

1.3 The background of Viettel Post 5

2 Viettel Post's Supply Chain 8

2.1 Supplier 8

2.2 Producer 8

2.3 Customer 11

3 Activities in domestic supply chain management of Viettel Post 11

3.1 Plan 11

3.2 Source 12

3.3 Make 15

3.4 Delivery 20

3.5 Return 23

4 Effects of the COVID-19 pandemic on business operations and supply chains 25

4.5 Positive effects: 25

4.6 Negative effects: 26

5 Conclusion 27

5.5 Biggest problems in business operations and supply chains 27

5.6 Suggestions 28

III REFERENCES 29

IV APPENDIX 33

I ABSTRACT

With more than 2,200 post offices nationwide as well as providing domestic and international postal and transportation services, Viettel Post has excellently become one of the leading brands in Vietnam in terms of express delivery However, besides the benefits, there are still some issues of Viettel Post, such as the higher shipping costs compared to other freight units, the delivery time is quite slow, and the COD exchange is not supported for orders in transit

As society develops, the existence and business processes of enterprises are religiously associated with the supply chain The supply chain is increasingly proving its importance in production and business activities, which is considered a powerful tool to boost the competitiveness of companies in domestic and international markets In particular, the supply chain is one of the paramount factors for the success of firms in the postal sector, one of which is the Viettel Post

For the reasons stated above, our team will define and analyze Viettel Post's domestic supply chain process while also presenting the company's operational effectiveness in national supply chain management In addition to market swings, the COVID-19 pandemic had a severe impact

on Viettel Post's parcel courier services operations and supply chain As a result, the group will offer the two most pressing issues in the current supply chain and operations management, as well

as proposed solutions for businesses to address these issues

I CONTENTS

1 Introduction

1.1 The background of Logistics in the world

Logistics is closely linked to economic growth and global trade The world logistics market started in 2018 with many positive signals thanks to the global economic growth and infrastructure projects, investment projects in the field of transnational logistics Large-scale global use of logistics services include: retail, manufacturing, media, entertainment, banking and finance, telecommunications and government operations (public utilities), in which manufacturing (processing, manufacturing) accounts for the largest proportion due to having the longest supply chain However, in 2019, global trade becomes more unpredictable, with the intertwined effects

of new generation FTAs and trade barriers, geopolitical disadvantages

In the present age, the exchange of goods, exchange of production and import-export relations between countries is increasing day by day and significantly affects the economic development of a country In addition, the appearance of automated industry, E-commerce platforms such as Amazon, Taobao, Ebay, Alibaba, and global E-payment has leveled up the online shopping demand of consumers not only with domestic distribution channels but also with foreign distribution channels This online-shopping activity, invisibly, makes the relationship of traditional supply chain management no longer just focus on partner countries On the other hand,

it is necessary to consider additional transportation costs, delivery, customer service and product

quality from e-commerce platforms to the final consumers

Logistics market share in the world is divided into 4 fields in 2019 Geographically,

Asia-Pacific accounts for about 40% of revenue (figures reported by various market research firms range from 35-46%) In terms of component services, transportation accounts for 60% of global logistics revenue Regarding the logistics service market, currently mainly 3PL services, followed by 4PL and the future trend will be 5PL services with the integration of large-scale 3PL service orders Regarding logistics by sector of the economy, processing and manufacturing logistics currently account for the largest proportion, but logistics serving the final consumer segment will have the

largest proportion in the near future

The strong development of technology in logistics not only changes logistics service categories but also reallocates production areas through the change of supply chains Improved

activities in developing markets, the generation of smart, space-saving warehouses will also bring warehouse operations to the forefront and back to the final consumer markets Investments

in global logistics infrastructure and advancements in information technology and transportation will continue to be the key drivers of the world logistics market in 2019

1.2 The background of Logistics in Viet Nam

There is no doubt that Vietnam is considered as a potential market for the development of the logistics industry In recent years, Vietnam has focused on investing in the infrastructure system of roads, airways, railways, and seaways, along with a system of warehouses, trade centers, etc., which has been continuously expanded Besides that, the development of accompanying services, import and export procedures are also simplified to improve the quality of services On the government side, it is actively implementing open-door policies to encourage investment from abroad This is both an opportunity to expand cooperation to develop the logistics industry, but also a significant challenge for domestic enterprises

According to a report by the General Statistics Office, currently Vietnam's logistics market has about 3,000 domestic enterprises and 30 enterprises providing transnational services, including large enterprises, such as DHL, FedEx, Maersk Logistics, APL Logistics, etc Most of the businesses are small and medium sized, providing from 2 to 17 different logistics services, focusing on: forwarding, inland transportation, seaport and airport operations , cargo management and international transportation, In which, transportation is the most important service in the logistics system of Vietnam According to the Vietnam Association of Logistics Service Enterprises, in recent years, the growth rate of the logistics industry in Vietnam is relatively high, reaching about 14 - 16%, with a scale of about 4-5% of GDP It can be seen that logistics services

in Vietnam are constantly changing year by year From a poor, backward and fragmented system

of the 2002s (through the research of Nomura Institute), Vietnam's logistics has gradually transformed, gradually meeting the development needs of the country and adapting to the trend global development

1.3 The background of Viettel Post

ViettelPost is a member unit of Military Telecommunications Group (Viettel), specializing

in the business of services: Domestic and international express delivery, many different services such as: Courier service / express delivery ( VCN), Express Delivery Service (VHT), Economy

Delivery Service/Economy Delivery (VTK), Add-on Service, Cash on Delivery Courier Service/ Ship COD, Logistic Service, E-Commerce Services,…

1.3.1 The publishment

- Viettel Post Joint Stock Corporation known widely as Viettel Post (UpCOM VTP), the

predecessor from the Press Distribution Center, was established on July 1, 1997 With the initial mission of serving the Army agencies in the Ministry of Defense

- In 2006, Viettel Post changed from a dependent accounting model to an independent accounting model into Viettel Post Office 1 Member State Company Limited

- In 2009, Viettel Post officially operated as a Joint Stock Company after successfully implementing the equitization plan through the initial public offering

- On April 13, 2012, Hanoi Department of Planning and Investment issued a business registration certificate to Viettel Post Corporation, enterprise code 0104093672 With this license, Viettel Post is the main Formed as the first Corporation in the model of Military Telecommunications Group

- The stock code: VTP

1.3.2 The slogan and mascot:

- Viettel Post always considers human resources as a core factor and a valuable asset With

the slogan: "Viettel Post - Going far to get closer to people", the corporation has built a

lean, honest and hardworking staff to meet the wishes of customers when using the service

- Through the rabbit mascot, each staff member is an ambassador of Viettel Post in any situation to go far to be closer to people

1.3.3 The philosophy and vision:

- Bring customers peace of mind and the best experience when using the delivery service

- Viettel Post is constantly changing to increasingly meet the expectations of customers

- As the only delivery enterprise of the Army, Viettel Post has provided public administrative services to serve socio-economic development, poverty alleviation, and natural disaster relief

=> With a long-term vision and a view of sustainable development, Viettel Post has focused on investing in the field of Delivery With continuous efforts, Viettel Post has become one of the leading brands in Vietnam in terms of delivery with a series of post offices, exploitation centers

creates a professional and modern working environment, maximizes the right to work, dedication, development, honor of employees and a harmonious combination between the interests of the enterprise and the employees interests of officers and employees With these achievements, Viettel Post is being evaluated as a sustainable development enterprise and is the only enterprise

in Vietnam in the field of investment delivery to foreign markets and international integration

1.3.4 The network system:

- Viettel Post has covered 100% of the delivery network including island districts throughout the territory of Vietnam

- Post offices (points to receive mail by express delivery): there are nearly 680 post offices,

in which:

+ 300 level 1 post offices

+ 380 level 2 and 3 post offices

- There are 300 mail delivery agents nationwide

- There are nearly 1000 vehicles with full tonnage, trailers, and container trucks to ensure timely, fast and safe customer service

1.3.5 Corporation with other enterprises:

2019 is a year marking the success of Viettel Post when it is in the top 10 prestigious companies in the Transport and Logistics industry in Vietnam With these achievements, Viettel Post is being evaluated as one of the companies with a dynamic and sustainable development strategy Viettel Post is a partner of many large domestic and foreign enterprises such as Bank for Agriculture and Rural Development of Vietnam (Agribank), Sen Do Joint Stock Company (Sendo), Samsung Group (Samsung) , Nissan Vietnam Co., Ltd (Nissan)…

1.3.6 Profit:

Viettel Post has recently expanded its store network system in the last 5 years since the commerce market expanded, and now has more than 2,200 post offices nationwide and a postal and transport service business both domestically and internationally In particular, in 2020, Viettel Post achieved a revenue of 17,200 billion VND, an increase of 120% compared to 2019 In the newly published report of SSI Securities Company, it is estimated that Viettel Post's express delivery and logistics segment revenue in 2021 will reach VND 8,200 billion and gross profit will reach VND 741 billion, up 22% and 16.5% respectively Revenue and gross profit of the commercial segment in 2021 are expected to reach VND 13,800 billion and VND 69 billion,

e-respectively, an increase of 30% and 22% compared to 2020 Vietnam’s e-commerce market has increased from $3 billion in 2015 to $12 billion in 2019 Moreover, it is expected to expand to $43 billion in 2025, becoming the third largest EC market in Southeast Asia.

2 Viettel Post's Supply Chain

2.1 Supplier

With the expansion and orientation of the company not only in the field of delivery, Viettel post has promoted cooperation with suppliers in many fields With these achievements, Viettel Post is being evaluated as one of the companies with a dynamic and sustainable development strategy Viettel Post is a partner of many large domestic and foreign enterprises such as Bank for Agriculture and Rural Development of Vietnam (Agribank), Sen Do Joint Stock Company (Sendo), Samsung Group (Samsung) , Nissan Vietnam Co., Ltd (Nissan)…

The growing popularity of online shopping has become one of the main driving forces behind the growth of express delivery services in recent years Online sales will grow faster than total retail sales, and B2C services will continue to be the strongest among e-commerce segments Therefore, it is a trend to cooperate with e-commerce branches (in particular, Tiki, Lazada, Shoppe ) to distribute goods to consumers

2.2 Producer

The company owns a high-quality warehouse system in Hanoi, Da Nang, Ho Chi Minh, Dong Nai, Can Tho with a total area of more than 100,000m2, a convenient location for storing and transporting goods all over the country

Production process:

- Step 1: Customers create orders on Viettel Post system, then customer service center staff will receive orders and operate them to the post office and sales staff lines

- Step 2: Next, the order has been transferred to the post office, the customer service center operates the district branch or the relevant post office If the customer service center operates for the county branch, the county branch continues to be responsible for operating down to the receiving post offices and sales staff lines In this step, there will be two cases with the order:

(a) Orders that exceed the time limit and have not been processed, the post office customer service staff is responsible for directing the sales staff to handle the order urgently

(b) The order has a time limit

- Step 3: The order has been delivered to receive the goods After the order is handled by the customer service center and the district branch to the post office, the customer service staff

at the post office continues to process the order into the sales staff line Then, the salesperson prints the ticket or the customer service staff supports printing the ticket with the request that the salesperson go to pick up the customer's goods In case the salesperson

is on the road and cannot print the ticket, he can check the address, phone number, and order data on his smartphone, then sign the receipt in the customer's and salesperson's collection book

- Step 4:

(a) Order has been received successfully After successfully receiving the customer's order, the salesperson will update the status of receipt of the goods on the system

(b) Rejected Order (Pending Order) If the order is refused for the following reasons: The order is a prohibited item - Customer packaging is not guaranteed - Customers are not at home - Unable to contact the customer - Customers make an appointment to pick up at another time - Content and weight of goods are wrong between the actual and the delivery note - The sales staff updated the reasons for not receiving the goods in the system (c) Partner requests to take back the goods Are the orders that the sales staff cannot get the goods for the reasons mentioned above, step 4- (b) When the customer has finished preparing, or the customer is at home and asks the salesperson to receive the order again (d) The order requires cancellation from the partner Customers cancel orders on the system

or call the post office directly This is a case where the customer cancels because there is

no need to send the goods again

- Step 5: Imported orders are sent out After successfully receiving the sales staff enter the revenue on the software to transfer

- Step 6: The order has been canceled and shipped After the salesperson enters the revenue

on the software for some reasons of the customer because there is no need to send further,

he will cancel the customer's revenue on the software, besides, it must specify the function names and tasks that employees are authorized to cancel orders

- Step 7: Packing order is shipped Packing and unloading mail orders, mail bags, mail shipments, car trips for delivery

- Step 8: The order has been delivered to the delivery location This is an order received at the delivery post office or delivery centers, also known as exploitation centers

- Step 9: Orders are delivered Postmaster assigned to sales staff

- Step 10: Order delivered successfully Successfully delivered to the recipient and signed

by the recipient on the sending slip

With the official operation of the automatic sorting conveyor system, from where 30 people are required to be constantly on duty, the parcel picking stage at Viettel Post's 1st exploitation center only needs 4 support staff support, reducing up to 86% of the workforce The system will cut down on the process of picking and picking, leading to optimizing the stages of goods

exploitation, increasing work efficiency and saving shipping time to customers

2.3 Customer

Viettel Post's main customer group is individual customers, mainly customers who buy

through e-commerce platforms, especially during this epidemic season In addition to small individual customers, Viettel Post has expanded its B2B cooperation method to become a supplier

of goods for many customers in many sectors such as banking, transportation, and e-commerce With the expansion and increasing digitization of its services, Viettel Post is trying to satisfy all customers of all age groups and sizes so that it can become the number one Logistics company

in the future in terms of technology application

3 Activities in domestic supply chain management of Viettel Post

3.1 Plan

- Delivery Reliability: Viettel Post has a competitive advantage because of being a military

enterprise Although the delivery speed is still quite slow and the delivery fee of Viettel

Post is more expensive than the common ground of other shipping units, the quality assurance of goods being intact, not damaged and broken (Delivery Reliability), Viettel

Post is probably the unique 1 in delivery market in Vietnam Everything has a certain off and a shipping company like Viettel post should choose the best point in its strategies

trade-to develop and improve better, and that strength is the promise about the sustainability of goods For other transport units, although being fast in speed like Giao Hang Tiet Kiem or cheap freight like Ninja van, sometimes the goods reach the hands of consumers, in some cases that the box of goods is dented, the packages are dirty or torn or cannot keep its

original shape, Viettel Post can guarantee that In the field of B2C transporting the

consumer goods to the final customer, Viettel Post may be not a rival compared to other delivery services However, in the field of B2B distributing the industrial goods to manufacturers, factories, Viettel Post perfectly attains success because it ensures the preservation of products such as: parts of machinery, equipment until they are delivered Viettel post's postal staff are very responsible and always make sure not to damage the

goods, Viettel Post is ready to compensate if any problems arise with its return policy

- Quality: The quality of service is able to meet the delivery needs, the whole process as

well as the network infrastructure is always rated at a good level with qualified and trained staff, good service attitude In addition, customers also have a bad feeling about the reasonableness of the shipping cost, the conditions to ensure when participating in the

well-service, the payment service still has many shortcomings, and the after-sales policies are still inadequate => The quality of delivery service of Viettel Post does not run smoothly

in all sectors

=> To develop these competitive dimensions efficiently, Viettel Post focuses on transportation and the profession of postal drivers Viettel Post has actively invested in nearly 100 more trucks weighing from 6 to 7 tons Accordingly, with good transportation capacity and an extensive delivery network, along with a system of satellite warehouses and centers on the North-South backbone, Viettel Post is currently the leading courier to meet all the needs of customers domestically and internationally In addition, the company also owns 12/22 cars of the Yen Vien

- Song Than fast container train, which helps the North-South transport time by rail be shortened

by about 30% and the transportation cost will save about approx 20% compared to shipping by road Besides, drivers for Viettel post need long-term experience and high skills in driving safely and effectively Not only training the qualities of military postal workers, each staff member of Viettel Post can improve their working capacity through training activities Every year, Viettel Post organizes nearly 300 training classes for new employees, management leaders Viettel Post chooses many forms of training: online training, training at branches, training at the headquarters

to suit each training object and not affect the operation of the units Besides, Viettel Post's online lecture system is also highly appreciated in improving the quality of human resources at this enterprise Taking customers as the final destination, Viettel Post not only always leads in translation quality with a high-quality staff, but also affirms the No modern operating process, customer support anytime, anywhere

3.2 Source

3.2.1 Demand for the service

A product manufacturing company can produce products based on researching the market's needs and then sell them to their customers (direct customers, distributors, retailers, etc.) without having direct contact with customers during the product creation process Therefore, the supply of demand for services is an essential source for a service company like Viettel Post In terms of service, the corporation can provide the type of service, but it cannot produce the value of the service until the customer's requirements and needs to utilize the service are met In other words, the process of developing a full service must be linked to consumers, addressing and meeting their

demands As a result, for Viettel Post's postal service, the "customer" is not only an output partner

but also an important input source for business

It can be seen that the company's founders quickly recognized the value of service users, not

just as "customers" but also as key "suppliers." They rapidly paid close attention to consumers,

finding ways to keep them interested and content with their postal services

Although the majority of customers no longer have individual service users, Viettel Post

quickly discovered themselves trading companies, newsrooms, e-commerce enterprises, and many

prospective partners

3.2.2 Human Resources

Viettel Post frequently hires employees via its website (viettelpost.com) or through recruiting

sites such as indeed.com, timviecnhanh.com, mywork.com

The establishment of variety in recruiting forms and the relatively thorough selection of

recruitment support units (the majority of the websites utilized by Viettel Post are recognized and trustworthy websites) demonstrates the company's attention on human aspects and meticulous

resource preparation

For labor resources, Viettel Post collaborates with several affiliated recruiting sites; it can

be observed that the organization has an ample supply of human resources and is not confined or

dependent on any firm

Viettel Academy, a Viettel Military Industry and Telecommunications Group unit, is also

an essential source for Viettel Post

Viettel Post has partners that are professional bodyguard training firms for the role of the

security guard Still, it will pick a partner, not a fixed supplier, mainly based on the post office location Some of them are Thang Long Security Company (Ho Chi Minh City, Hanoi), Phu Hung

Security Company (Dong Thap)

3.2.3 Machinery and infrastructure resources

In terms of location: Because it is a subsidiary of the Viettel telecommunications industry group, the Viettel Real Estate Company will assist Viettel Post in obtaining postal space, warehouses, and yards Where the post office or warehouse site is beyond the purview of Viettel

Real Estate's activities, the supplier must be sought by the Viettel postal corporation itself

3.2.4 Network equipment, telecommunications network, and internet

Viettel Telecommunications Company, taking advantage of the two companies' dependence, provides services and equipment related to telecommunications networks as well as the internet Viettel Post all have dependable and secure suppliers Viettel Telecoms Firm is now the top quality and trustworthy telecommunications company in Vietnam; it is conceivable that the usage of this supply is a mandate of the parent company, rather than the result of a supplier selection process and Viettel Post's decision However, the collaboration between the two firms is

co-clearly a win-win situation for all parties

3.2.5 Software, management system resources

Viettel Telecom and Information Technology Solution Center, Viettel Telecom Software Center, and Viettel Quality Measurement Center It can be claimed that Viettel Post's input supply

is heavily reliant on these enterprises in the same group, which adds a lot of efficiency to the supply

chain but also inhibits Viettel Post's partner expansion

3.2.6 Stationery

- Invoices, packaging, stickers: Viettel Post Printing Factory

- Pen: Thien Long Group Joint Stock Company

3.2.7 Relationships management

VietinBank and Viettel Post collaborate in various areas, including personnel deposit collection, co-branded card issuance, salary payment via card accounts, postage payment via

VietinBank POS, payment guarantee services payment, delivery

Nissan's partner in processing all Nissan spare parts orders across the country is Viettel Post

The collaboration of these two organizations will aid in delivering Nissan items to clients in the least amount of time Furthermore, with urgent orders, consumers might receive the items the same day Viettel Post has assisted Nissan in increasing its ability to distribute replacement parts to

consumers to better serve customers due to this collaboration

Viettel and Zalo are also business partners Customers who purchase from the Zalo store can save up to 30% on delivery costs by using Viettel Post

PVcomBank and Viettel Post inked long-term bilateral service provider contracts, establishing the most favorable circumstances for partners to save costs, optimize service quality,

and provide customers with convenient goods and services

Viettel Post is also a partner of Shopee To further help clients deliver goods, the firm offers specific incentives for Shopee customers, such as a shipping discount coupon of VND 20,000 for

each purchase on promotion days to enhance customer satisfaction

Furthermore, VeXeRe.com collaborates with Viettel Post to extend payment ways for clients,

delivering better services to all customers across the country Passengers may pay for bus tickets

more quickly and conveniently at locations closer to home

Individual consumers play an essential role in Viettel Post's customer structure There are an

increasing number of online businesses and sellers due to the rapid development of the internet and e-commerce With a growing need for postal services, yet it is difficult to find a strategy to

attract this number of prospective clients, the opportunity is also a problem for Viettel Post 3.3 Make

3.3.1 Service pakages

a Supporting facility: The delivery network of Viettel Post encompasses all 63 provinces

and cities in Vietnam Besides, Viettel Post is also capable of transporting 200 to 300 tons per day using a variety of vehicles ranging from small trucks to huge trucks, with four

routes: The Central route, Western route, Southern route, and Northern route

b Facilitating goods: Including domestic services, International service, Logistics service,

in particular:

Domestic services

- E-Commerce delivery: Evolved from a cash-on-delivery business, will accept, ship, and

express items on time, collect delivery money and reimburse consumers if delivery is successful

- Express delivery: This service receives, transports, and expresses documentation of

commodities and products by road and air at predetermined times computed by the hour

- Same-day Delivery: As a service of receiving, shipping, transporting, and couriering

documentation of products and things with the greatest priority in delivery services, with a 24-hour standard for the whole process

- Cost-Effective Delivery: The delivery time for a service that saves paperwork of products

and things by road is measured in days (Suitable for goods that are not too urgent)

International service

- Fast international delivery: A service provided by Viettel Post in collaboration with TNT

global delivery firm

- DHL Designated International Shipping: Viettel Post collects and connects consumers'

requests for overseas delivery businesses

Logistics service

- Package Transport Service: A service that transports packages from one location to

another

- A fixed-route quick freight service: Customers in need can use the partner MyGo to

request pickup/delivery at their address

- Full-time Transportation Service: As a mode of transportation, it can move between 200

and 300 tons each day using a range of vehicles ranging from tiny trucks to huge trucks

- Fulfillment of Warehouse Services: A warehouse leasing business that transports items

in order to reduce the cost of manufacturing, transportation, and distribution

- Freight Forwarding Service: A service that collects and transports items by road using

Viettel Post's mail routes

- Forwarding Service: Viettel Post coordinates the receipt and rotation of items from the

manufacturer to the endpoint for clients in need as a service

- Customs Service: Viettel Post's responsibility is to carry out import/export processes on

behalf of the owner of the goods at the customs clearing stations specified by the owner of the goods (domestic or foreign)

c Information: Viettel Post gathers the data shown in the comment form as well as the

visitor's IP address and the browser user's user-agent string when a visitor posts a remark

on the site to assist detect spam If the customers wish to use Viettel Post's services, they must download, install, and register the Viettel Post application Viettel Post takes applications when they are submitted directly on the web, via a mobile app, etc After completing the registration information, a member of Viettel Post's staff will contact them

to provide advice, assistance in using the service, and to activate the account

d Explicit services: These are extra services for Viettel Post delivery in order to better fulfill

and satisfy consumers' demands Comprises:

- Shipping labels are attached to cartons and the shipping label printing template is

improved in order to provide consumers with a better experience when utilizing the service

- Delivery notification: When delivering data, delivery notification is a service that must

confirm the receiver's information and return it to the sender

- Hand delivery: A service that the sender requests that the service provider gives to the

receiver with the sender's name and address

- Refund: A service requested by the sender to return the merchandise

- Co-checking: a service that provides a complete count of the contents of a mail package

from reception to delivery

- Clerk: a service provided by the sender that requires the recipient to sign the document

contained in the item and return it to the sender

- Delivery service to collect money: The service that the sender entrusts to Viettel Post to

collect money from the recipient while delivering the parcel and refund it to the sender

- Storage: packages are held at the post office after the delivery time restriction has expired

for delivery at the customer's request This service applies to all parcels returned to the receiving (original) post office after the return period for sending customers has elapsed

- Delivery at transaction points: Parcels will be delivered to clients at Viettel Post's direct

transaction locations based on their request Viettel Post's direct transaction point is the headquarters of all post offices and businesses countrywide

- Timed delivery: the service is supplied on time as requested by the customer When

broadcasting, the receiver must be informed ahead of time

e Implicit services: Despite the holiday, Viettel remains active and has customer gratitude

policies in place, such as Viettel Post to ensure service quality during the National Day holiday on September 2, congratulates Vietnamese Women's Day on October 20 This will help increase customer experience and satisfaction, and also increase client retention rates and sales Simultaneously, Viettel Post has established the Assessing delivery and receiving personnel function in order to enhance service quality and user experience, thereby, the company can ameliorate service quality issues

3.3.2 How Viettel Post ensures that customers are always satisfied with their service?

MyViettelPost is a customer assistance program that Viettel Post utilizes on mobile devices running the Android and iOS operating systems Simultaneously, the My driver application was