Report Internship 2 Schneider Electric Viet Nam Order Processing Intern.pdf

HO CHI MINH CITY - INTERNATIONAL UNIVERSITY SCHOOL OF INDISTRIAL ENGINEERING & MANAGEMENT REPORT INTERNSHIP 2 SCHNEIDER ELECTRIC VIET NAM Order Processing Intern Name: PHAM THI KIM

HO CHI MINH CITY - INTERNATIONAL UNIVERSITY

SCHOOL OF INDISTRIAL ENGINEERING & MANAGEMENT

REPORT INTERNSHIP 2 SCHNEIDER ELECTRIC VIET NAM

Order Processing Intern

Name: PHAM THI KIM NGOC

Student ID: IELSIU18097

Advisor: M.Sc Duong Vo Nhi Anh

Ho Chi Minh City, Viet Nam Dec, 2021

Table of Contents

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II Business Description — Customer Satisfaction & Quality Department (CS&Q) 6

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IV r— — ỐốỐỐ.Ố 11

1 Order processing — Sales Orders, Free-of-charge (FOC) orders (Warranty / Sample / Promotion) and Credit / Debit Memos - L0 Q.31 HH HH TH KH TH HH TC TH HH 11 PIN PO (7c hố ae ^ 15

3 Administration Tasks and Team SUppOrF - cà nh nh ngàn HH TH TH HT TH BH ket 15 Vi COMCIUSION 0000 15

Report Internship 2 — Schneider Electric

I Introduction

1 History and Milestones

a Schneider Electric (SE)

Schneider has gone through four main historical period:

¢ Beginnings — 19™ century: The Schneider brothers invested in the Creusot foundries and became major players in the steel and machine industry After that, Schneider & Cie entered the electricity market

e Reconstruction — Early 20 century: After World War II, our company emerged as a diversified business that quickly expanded into new market, including construction and electricity

e Evolution — Late 20" century: The Schneider Group grew through strategic acquisitions and focused on the electrical industry, energy operation and innovation technologies

® Today — 21‘ century: With a unique portfolio of connected technologies: connected products, edge control and apps, analytics and services, Schneider is the global specialist

in energy operation and automation

b Schneider Electric Viet Nam (SEVN): Historical 25 — year milestones

in Viet Nam

After more than 180 years of continuing dedication,

in — depth knowledge and combined strength of

businesses, SE continues to bring us innovation at Life Is On Schneider any level SE aims to empower all to make the most & Electric

of energy and resources bridging progress and

sustainability for all At Schneider, “Life is On”

Figure 1: “Life is On” — Maxim of SE

e 1991-1993; SEVN participated in 500 kV North — South Electric Line project

e 1994: SEVN established office in HCMC and Ha Noi

1996 — 1999: SEVN established CLIPSAL factory in Dong Nai (1996), Medium — Voltage equipment SM6 & RM6 and APC office in Ha Noi (1999)

2001: SEVN opened training center in HCMC

2005: SEVN established APC office in HCMC

2006 — 2007: Clipsal (2006), APC and MGE (2007) became trademark of SE

2007 — present: SEVN has been developing the network of 80 distributors and more than

250 stores throughout the country

2 General Background Information

a Scale of operation

1,000 employees

3 offices (Ha Noi, Da Nang and HCMC)

1 factory (Saigon High Tech Park) im Pam

130 Contractors h

31 System Integrators a 4 yste

30 Generalist Distributors ; 2 ¬

27 Panel Builders

19 Specialist Distributors +

11 Direct OEMs a

04 IT Distributors \

02 Industry Automation Distributors

c Business Partners

16% Data Centers

15% Industrial and Machines

14% Residential

Figure 2: Schneider Footprint

Report Internship 2 — Schneider Electric

d Destination Market e Direct Customer Mix

3 Organizational Chart

BAN GIAM DOC

PHONG BAN CHUC NANG PHONG BAN HO TRG PHONG BAN KINH DOANH

Phòng chăm sóc khách hàng [ Sản phẩm Điện |

Phong Marketing

Marketing Communications Customer Satisfaction & Quality Power Products

Phòng Phát triển kinh doanh Sản phẩm Dân dụng

Business Development Home and Distribution

San pham Năng lượng số

Phòng Logistics

Logistics

|

Phòng thực thi

Execution Center Low Voltage & Digital Energy

Phòng Nhân sự

Human Resources

Phòng Tài chính Sản phẩm Tự động hóa Công nghiệp

Finance Industrial Automation

Kinh doanh dich vu

Field Services

San phẩm về năng lượng

Secure Power

Sản phẩm về Hệ thống năng lượng

Power System

Figure 3: Organizational Chart

Internal

4 Six Business Units (BU)

H&D

Đivision

3⁄4 HC

Sales ranking

#3 (23%)

Partner:

General Distributors

Wholesalers

End customer:

Residential, Small

Buildings

Power Product

DWwision r2

26 HC

Sales ranking

#1 (26%)

Partner:

Specifiers, Panel

builders, Contractors

and Power OEMs

End Customer:

Commercial & Critical

Buildings Industry /

Infrastructure

Digital Energy Division

07 HC Sales ranking

#6 (2.5%) Partner:

EcoXpert, SỊ

End Customer:

Buildings, Residential solutions, Industry / Infrastructure

Secured Power Division

16 HC

Sales ranking

#5 (7%)

Partner

IT Distributors and System Integrators End Customer:

Business, Residential, Enterprise Datacenter, Utilities &

Infrastructure, Cloud &

Service Providers

Figure 4: Six BUs

ll | Purpose — Personal goals

My main goal working at Schneider is to gain working experience in different environments rather

Sales ranking

#4 (11%

Partner Specialist Distributor System Integrators End Customer:

Food & Beverage, Retai] MMM, Life Science, and Others

Power System Devision Hị

16 HC Sales ranking

#2 (24%) Partner System Integrators, Contractor End Customer: Food & Beverage

Retail MMM, Life

Science, and Others

than university With limited approach to practical environment, it might be hard to get a well — paid job in the future Therefore, I want to find an appropriate place that I can work out all the knowledge learned in university The working experience will be helpful as it reflects how we apply what we learned and how we can make a living from that

My second goal is to explore how the flow of goods in a supply chain Since Schneider is an international operation and Viet Nam acts as one of main Distribution Center in Southeast Asia, contributing a great proportion to our country’s GDP Therefore, the goods might be imported from different countries, making the goods flow as well as logistics complicated

My third goal is to find out which position suits my expectation I starting to work in downstream

as an Order Processing intern I hope that this internship will serve as a beginning of my career path By working here, I can expand my networking, meet and work with new people, who are experience and expert in this field By working with them, I hope I can learn not only expertise but also the way they work and deal with problems

Internal

Report Internship 2 — Schneider Electric \~

lll Business Description — Customer Satisfaction & Quality

Department (CS&Q)

1 General Information

a About CS&Q

Business Hours: ee

Internal line:

e 8:00am to 5:00pm

Customercare.vn@schneider-electric.com

e Monday to Friday

e 24/7 for Technical Support Live chat

Figure 5: Communication channel of CS&Q NETWORK OF INTERACTION (acr interaction partes

€g coteagues Sales § laarverng Dert Unions § etc Extemai eg lega! sovisoy, customers cisinbutors cients & ei)

External Internal External

Suppber Order Management Manager Distributon

Partners

Direct Partners

(Contractors Panel

`: Sts)

GSC Logistics &

Finance

Figure 6: Network of Interaction

We interact both internally and externally, acting as a bridge connecting customers with the organization Regarding external interaction, we communicate with our End-Users, Partners, Direct Partners and Suppliers In term of internal communication, we work with Logistics, Finance, Sales and Product Manager to ensure the order is processed smoothly

Internal

The process of E2E Stage involve:

All Customers:

e Power Product

e Industry

e Home & Distribution

e Secure Power

e Power System

e Indirect Customer

All Queries:

e Listen, explore

e Select, inquire, consult

e Get quote, contract

e Get delivered, install

e Operate, maintain

e Stay connected, optimize

b Ambition — Objective — Technology

Ambition: Ensure customers’ needs are met and increase sales performance

Objective: Customer Experience — Self Service Adoption — Revenue Generation

Technology: bFO Database, Customer Voice platform (Transactional Survey, Relationship Survey), MySE, mySchneider App, FAQ, 247 hotline, Avaya one-X Communicator, Logistic catalogue, Product Selector

Report Internship 2 — Schneider Electric |)

ce Organizational Structure

Order Management Manager Order Management ——

Technical Support Manager Technical Support ——

Customer Support Manager

Customer Service

Customer Experience Development

: Revenue Generation Revenue Generation ——

Manager Continuous Improvement

Experience

ISO Executive

Quality Manager

Management

Issue to Prevent / HSE

2 Order Management (OM)

Order Entry: Once the order is received, order entry team will check the price to see

whether it is true and process them to SAP

Order Administrator: This task is done by manager He/She will track all the order, PR and

PO status to ensure the order flow is smooth

Billing: Once the goods are available, Billing team will communicate with customers to

issue invoices and release Outbound for products

SEOA Orders

mySE Access — Instruction: mySE is a website where our partners can check the material,

price, standard discount, availability, estimated delivery date and other information related

to their order

3 Technical Support (TS)

Product Consultation: Each member of TS Team is expert in different type of product They can check and consult customer the right way to use the products

Product Configuration: TS Team can also knowledgeable about configuration of products who can help customers to choose the products that match their expectation Issue Resolution

Warranty & Trouble Shooting: TS Team will receive defective products which are still

in warranty date They will check whether the product can be fixed or it should be replaced with the new one

Document Submission

Revenue generation

4 Customer Service (CS)

Handling general pre-sales & post-sales queries: Stock levels, logistics and basic product information

Case management

Revenue generation

5 Revenue Generation - CJM Champion

a Revenue Generation

Follow up/ Nurture leads

Qualify the potential customers

Detect Opportunities

Follow up with sales teams on CCC-detected opportunities to ensure that they are taken care and updated

Get the feedback up and down streams to increase the success rate of quotation

b CJM Champion

Understand how to use/ create Customer Journey Mapping (CJM)

Engage & Coach CJM project leaders through the process

Report Internship 2 — Schneider Electric Support stakeholders to write the project charter

Monitor the improvements of opportunity progress

Support to identify the CJM success measurement indicators

6 Customer Experience

a Continuous Improvement

Built continuous improvement culture within and/or across departments/ functions to improve customer experience, internal efficiency

Ensure SE staff obtain awareness of simple tools A3 (PDCA), 8D

b ISO Executive

Lead Internal Audit based on ISO 9001:2015 standard

Manage External Audit for renewing SEVN ISO Certification

Complain Management

In-charge of all products quality

Follow up product quality & feedback to plant to improve about quality issue through I2P tool

Execution of Containment Actions at customers for safety-related recall cases Provide Plant ISO certification

7 Complain Management

In-charge of all products quality

Follow up product quality & feedback to plant to improve about quality issue through I2P tool

Execution of Containment Actions at customers for safety-related recall cases Provide Plant ISO certification

IV Tasks

1 Order processing — Sales Orders, Free-of-charge (FOC) orders

(Warranty / Sample / Promotion) and Credit / Debit Memos

“* Check clean orders with customers before processing to system, especially adaptation goods (ACB, MVS, etc.)

e SALES ORDERS

There are 2 kinds of Sales Order (SO):

© MySE Order: Customers order by themselves throught MySE website Only Partners have permission to place order, check item availability, standard discount, price list and other information related to materials Contractors are only allowed

to track their orders only

© Manual Order: Customers send orders to Customer Care SEVN customercare.vn@schneider-electric.com (CCC) using SE’s Purchase Order

Template

Regarding Manual order, all required information that they need to fill in the form is:

© Purchase Order (PO) Number: PO number must be unique for all orders

© Salesman information: who offers customers information This information is important as CCC Team will key in sales figure for salesman

© Delivery place: All partners except Project Dealers must have one fixed delivery address only All the goods will be delivered to the agreed location and Buyers are responsible for unloading cargo from the truck and transfer to storage facility or designated site for installation

o Customer Requested Delivery Date (CRD): This information is one of the most important blank that customers have to fill in Based on this information, the system will automatically generate Contractual Delivery Date (CDD)

* CDD = MAX (Standard Lead Time, CRD)

The CRD must be less than or equal 100 days from the current date If CRD exceeds

100 days, customers have to deposit 20% on the order value