RECOMMENDATIONS TO IMPROVE SERVICE QUALITY FOR EXPORT CARGOES AT CONTAINER FREIGHT STATION OF THE TRANSPORT AND CHARTERING CORPORATION HAIPHONG BRANCH

STUDENT NAME: TRAN THI HA MIDISSERTATION GLOBAL STUDIES AND MARITIME AFFAIRS RECOMMENDATIONS TO IMPROVE SERVICE QUALITY FOR EXPORT CARGOES AT CONTAINER FREIGHT STATION OF THE TRANSPORT A

STUDENT NAME: TRAN THI HA MI

DISSERTATION

GLOBAL STUDIES AND MARITIME AFFAIRS

RECOMMENDATIONS TO IMPROVE SERVICE QUALITY FOR EXPORT CARGOES AT CONTAINER FREIGHT STATION OF THE TRANSPORT AND CHARTERING CORPORATION-HAIPHONG

BRANCH

The dissertation is a result of my three-month internship at VietfrachtTransport and Chartering Corporation, Hai Phong branch In this period, I had achance to observe and learn practical knowledge at Vietfracht CFS warehouse.Thus, it helps me to bridge the gap between theory and reality and acquire usefulexperience for my future career Finally, I decided to do research on how toimprove CFS services for exported cargoes During the period, the dissertationwould not have been completed if I did not received support of Vietfracht Transportand Chartering Corporation, Hai Phong branch Therefore, I would like to express

my grateful to them Besides, I would like to sincerely thanks to Msc, Vu ThanhTrung for his guidance and support when I wrote this dissertation

My dissertation includes three main chapters:

Chapter 1: Literature Review

Chapter 2: Evaluation of current service quality for export cargoes at CFS ofThe Transport and Chartering Corporation, Hai Phong branch and assessments

Chapter 3: Recommendations to improve service quality for export cargoes

at CFS of The Transport and Chartering Corporation, Hai Phong branch

I declare that this report is my own unaided work It has not been submittedbefore If violated, I am solely responsible for and bear the punishments of theInstitution and University

Student name and signature

Trần Thị Hà Mi

CHAPTER 1: LITERATURE REVIEW 3

1.1 Container freight station 3

1.1.1 Definition 3

1.1.2 The importance of container freight station 3

1.1.3 CFS main activities 3

1.1.4 Types of store cargoes 4

1.1.5 Conditions to CFS establishment 5

1.1.6 CFS functions 5

1.1.7 Customs supervision 6

1.2 Service 6

1.2.1 Definition 6

1.2.2 Service quality 6

1.2.3 Models to measure service for export cargoes in CFS 7

1.3 Research method 10

1.3.1 Research objectives 10

1.3.2 Methods of data collection 10

1.3.3 Sampling 11

1.3.4 Methods of data analysis 11

CHAPTER 2: THE EVALUATION OF SERVICE QUALITY FOR EXPORT CARGOES AT CFS OF VIETFRACHT HAI PHONG 12

2.1 Introduction of the Transport and Chartering Corporation (Vietfracht) 12

2.1.1 General information 12

2.1.2 The history of foundation and development 12

2.1.3 Main services 13

2.1.4 Organization structure of Transport and Chartering Corporation 14

2.2 Introduction of Vietfracht Hai Phong 15

2.2.1 General information 15

2.2.2 Organization Structure of Vietfracht Hai Phong 15

2.2.3 CFS of Hai Phong branch 16

2.2.4 CFS facilities 16

2.2.5 CFS output 19

2.4 The evaluation of current service quality for export cargoes of CFS at The

Transportation and Chartering Corporation-Hai Phong Branch 26

2.5 Challenges 32

2.5.1 External factors 32

2.5.2 Internal factors 33

CHAPTER 3: RECOMMENDATIONS TO IMPROVE SERVICE QUALITY FOR EXPORT CARGOES AT CFS OF VIETFRACHT HAI PHONG 34

3.1 Recommendations to improve service quality for export cargoes at CFS .34 3.1.1 Updating facility and equipment 34

3.1.2 Calculating productivity and allocating work 34

3.1.3 Focusing on recruiting and training activities 35

3.1.4 Regularly receiving feedbacks and updating services 36

3.1.5 Urging vendors/ factories to delivery cargoes on time 36

3.1.6 Establishing the List of Documents in use 37

3.1.7 Establishing and practicing emergency plan 37

3.1.8 Preparing to deal with customs declaration 37

CONCLUSION 38

REFERENCES 39

APPENDICES 40

CFS Container Freight Station

LIST OF FIGURE

Figure 2.1: Organization structure of Transport and Chartering Corporation 14

Figure 2.2: Organization Structure of Vietfracht Hai Phong 15

Figure 2.5: Hand pallet truck 18

Figure 2.6: Container truck 18

Figure 2.7: Vietfracht CFS output from 2012 to 2015 19

Figure 2.8: The flow of export cargoes 20

Figure 2.10: Shipping Declaration on ECCUS 5-VNACCS system 24

LIST OF TABLE Table 1.1: The model of measuring service quality at CFS. 9

VF CFS 27

Table 2.3: The ratings of customers toward importance of each factors in the measuring model 31

Necessitation

In our date and time, trading between regions by sea continues growingvigorously which leads to the increasingly important role of ports Vietnam isfortunately granted with a long coastline containing more than 200 ports With thedevelopment of port in Vietnam, container freight station has become much moreimportant because container freight station is considers as a facility that facilitateport activities Undoubtedly, container freight station helps to the flow of export andimport goods through ports Thus, improving services and efficient of CFS isincreasingly necessary which helps to lower the cost of all involved parties andcontributes to the development of port as well as economy In my dissertation, Ihave researched the model to measuring the service quality at Vietfracht CFSspecifically to export cargoes which uses the knowledge I studied at university andpractical experience I learned at Vietfracht CFS Hence, I hope that my researchtopics “Recommendations to improve service quality of export cargoes at VietfrachtCFS” can contribute for the development of Vietfracht CFS as individual andcontainer freight station as a whole

Research Scope

The internship took place in Vietfracht CFS for export cargoes During thisinternship, I have chance to learn about services that CFS provides for their

customers The dissertation focuses on evaluation of services quality with strengthsand weaknesses of services for export cargoes

The dissertation was carried out from August, 2015 to October, 2015 Thework was done in three-month period including with taking an internship, choosingtopic of dissertation, collecting information and statistics and writing

Research Methodology

Method of data collection: the dissertation is using the combination ofqualitative and quantitative research The qualitative approach is undertaken byinterviewing, discussing ideas with staff to gain more perception about the currentservices of CFS From that, I can report authentically about the current services thatCFS provides for export cargoes Quantitative research is applied in assessment ofCFS services through sending questionnaires to customers The questionnaire usedthe most common measurement technique-rating The customers will be asked torate quality of current services in 5-point scale starting from 1 as “stronglydisagree” to 5 as “strongly agree”

Methods of data analysis: because the questionnaires are designed in form of5-point scale, descriptive statistics can be easily used to analyze the data All steps

of data analysis including editing, coding, data entry and data analysis are carriedout by using Excel

Research Result

The dissertation presents the current services for export cargoes that VF CFSprovides in Chap 2 In addition, the most appropriate measuring model to assessCFS quality service for export cargoes is set up In order to measure service quality,

I ask customers to judge the current service quality base on these on the proposingmodel by sending surveys to them Data is collected and analyzed by usingdescriptive statistics, and then some hidden issues were unclosed As a result, I havecome up with some recommendations as remedies for each issue Overall, I believethat, my dissertation has provides useful knowledge which contributes to thedevelopment of CFS

CHAPTER 1: LITERATURE REVIEW

1.1 Container freight station

1.1.1 Definition

According to business dictionary, container freight station can be simplydefined as “port facility for loading and unloading containerized cargoes from or toship”[ CITATION Bus15 \l 1033 ]

Another definition is that “Container Freight Station (CFS) means thelocation designed by the Carrier or his authorized agent for the receiving of goods

to be stuffed into containers or for the delivery of goods stripped from containers bythe Carrier or his authorized agent”[ CITATION OOC15 \l 1033 ]

CFS locates in the locations where import/ export cargoes can be easilyloaded/unloaded, consolidation and deconsolidation for transportation todestinations In order to establish this warehouse, firm need to granted licenses tooperation because CFS warehouse is under the strict control and supervision bycustom authorities

1.1.2 The importance of container freight station

We have lived in global village where trading between countries and regionsgrow exponentially A great volume of goods transported to ports have caused badcongestion in ports Another justification is a long waiting time for customsclearance This delay time will add up the cost of sea transportation

Container freight station is established as convenient location toconsolidation and deconsolidation, temporary storage, customs inspections…henceCFS helps to accelerate the flow of containers and cargoes, facilitate the portoperation, increase productivity and reduce port congestion

cargoes after cargoes are accepted which is quality control The receipt was issuedand cargoes are marked traditionally or with bar code Cargo information isregistered into warehouse management system (if any) after being put away

Put away is implemented when cargoes are categorized and palletized aftermoving to storage locations Normally, CFS determines storage locations inadvance and after putting away, locations are recorded properly in a preparation forsubsequent steps

Storing not only includes proper preservation of cargoes but also otheractivities like cycle counting, replenishment, stock rotation and space planning.Cycle counting is audit-practice which specific portions of goods are physicallycounted and checked on schedule Replenishments and stock rotation refer to refilland switch cargo location in rational way Storage space also is planned to utilizeresource and increase productivity

Picking is a process based on customer’s orders; cargoes are picked manually

or automatically from storage locations

Packing is considered as value-added service and is provided in some CFS.According the demand of customers, cargoes are packing carefully to avoid damage

or losses in transportation

Shipping is considered as final process in CFS which includes shippingconfirmation, invoicing, sealing, staging and loading Cargoes are gatheredtogether, checking, invoicing, and loaded to customers’ vehicles by using handlingequipments

1.1.4 Types of store cargoes

According to Article 61 in 2014 Customs Law, there are two main types ofcargoes which are allowed to store in CFS (Container Freight Station) Firstly, it isimported cargoes which have not yet finished customs clearance Secondly, it isexported cargoes which have completed customs clearance or registered customdeclaration but have not been under custom inspection

However, Container Freight Station often refers as a place dealing with LCLcargoes which stands for Less Than Container Load LCL cargoes are cargoes

which are not enough to full a container so it can be joined with other LCL cargoes

in order to save transportation cost

1.1.5 Conditions to CFS establishment

According to Article 62 in 2014 Customs Law [ CITATION Gov15 \l 1033 ],bonded warehouse or cargo consolidation locations are constructed in followingarea:

- Seaports, international airport, domestic port for exporting and importingcargoes, gate road, international railway station

- Industrial zones, High-Tech zones, the non-tariff zones and other areas asprescribed by law

According to the Decree 08/2015/NĐ-CP, government regulates about CFSestablishment

- Warehouse proposing the establishment must be within the area defined inArticle 62 of the Customs Law

- Enterprises with registered do business in freight forwarding,transportation, warehouse business

- Consolidation location has a minimum area of 1,000 m2 and not includingauxiliary facilities

- Ensure that the facilities for customs authorities as office, location forcargoes inspection and installation of customs equipment …

- Warehouse must have fences surrounding area, equipped with surveillancesystems like cameras which meet the standards of the customs authorities

- Cargoes in warehouse are managed by computer systems and are connected

to the monitoring system of the customs authorities

1.1.6 CFS functions

CFS primarily carries out some following functions:

- Receipt and delivery of cargo

- Stuffing and unstuffing of containers.

- Transit operations to and from serving ports

- Customs clearance

- Consolidation and break-bulk of LCL cargo

- Temporary storage of cargo and containers

- Maintenance and repair of container units

1.2 Service

1.2.1 Definition

First of all, it should be noted that there are many different ideas anddefinitions about services General, service is often referred as intangibility.According to [ CITATION Phi03 \l 1033 ], service can be defined as any behavior or act

in a contact between two parties: the provider and the receiver Walfried [ CITATION Wal00 \l 1033 ] saw service as a set of characteristics that meet the clients' needs,reinforce the links between the organization and them, and improve the clients'value as well

1.2.2 Service quality

Measuring service quality has been one of the most heated topics to manyscholars over decades due to the prevalence and developments of service in a wide

range of businesses According to [ CITATION Par85 \l 1033 ], service quality is a gapbetween customer‘s expectation and the perception of current services that areprovided Gronroos [ CITATION Gro84 \l 1033 ] argued that service quality can bemeasured by the comparison between value that customers expect before usingservice and value that customers receive after using service.

1.2.3 Models to measure service for export cargoes in CFS

Gronroos also proposed a model including three dimensions (technical,functional and image) to measure service quality Technical quality referred to whatare services and value customers received while functional quality related to howservices are provided Image which is quite important to company is mainly build

up based on technical quality and functional quality However, the model widelyused to measure service quality is the model that was proposed by Parasuraman

[ CITATION Par85 \l 1033 ] This model also is considered as foundation to measureservice quality in many service fields like banks, insurance, education…In thismodel, Parasuraman indicate ten criteria to assess the quality of every serviceincluding reliability, responsiveness, competence, accessibility, courtesy,communication, credibility, security, understanding the customer, tangibility In

1988, this model was named as SERVQUAL which the merger of two wordsservice and quality Ten criteria were integrated into 5 criteria as following:

- Tangibility: Physical facilities, equipment, and the physical appearance ofemployees

- Reliability: The ability to provide the exact required service dependably andaccurately

- Responsiveness: Willingness of the employees to serve clients promptly andproperly

- Assurance: The ability conveys trust and confidence This reflects theemployees' knowledge and experience

- Empathy: knowing the customers' personal needs, taking care of customersindividually and showing sympathy and affection

proposed new model SERVPER (Service performance) to simplify themeasurement of service quality Cronin and Taylor claim that service quality can bemeasured by the actual performance of service instead of the gap in customer

expectation of customers and level of current service in Servqual Cronin arguedthat Servqual model of Parasuaraman easily misleads between satisfaction andattitude of customers It is undeniable that SERVPER is easier to implement rangingfrom collecting to analyzing data SERVPER is also suitable for research whichlimits in time and cost SERVPER uses exact 5 criteria of SERVQUAL which islisted above.

However, due to the distinct features and characteristics, each type ofbusiness or industry will require different measuring model Chowdhary andSaraswat [ CITATION Cho03 \l 1033 ] also said that different dimension or criteria should

be applied based on characteristics and purposes of services Therefore, whenmeasuring the quality of CFS, I have to take an account of characteristics of CFSwarehouse As a critical part in logistics system, CFS warehouse has uniquefeatures of logistics providers

According to textbook about Multimodal transportation andlogistics[ CITATION Dep15 \l 1033 ], time is one of the most important criteria to judgethe competiveness of logistics service providers With the development of modernlife, the accuracy of time is increasingly gaining its importance Punctuality candirectly affect the productivity and competitiveness of any industries Punctuality ismore ever important and considered as key criteria to the success of logisticsservices In today fierce competition, warehouse should set out strict timetable toeach step in warehouse operation due to of its time-sensitive activities likeconsolidation, shipping…Just in time represents in following activities: receivingand shipping on time, declare customs clearance on time, finish stuffing andunstuffing on time, finish documents and send to related parties on time Accuracy

is another criterion to judge operation of warehouse Every step ranging fromreceiving, putting away, picking, packing and shipping should be ensured theaccuracy of product, quantity, time and place…Mistakes will result in the servedamage for all involved parties like exporters or importers and can adversely affectswarehouse’s reliability and productivity Therefore, mistakes are unacceptable andshould be reduced at the minimum levels By using SERVPER model, time andaccuracy of CFS service can be presented as reliability dimension

In addition, equipments and facility reflects the CFS capacity to handlecargoes and have implication on judging CFS services These factors are mergedinto intangibility dimension of SERVPER model As aforementioned analysis,

using 5 criteria in SERVPER model is quite appropriate to assess the servicesquality of CFS warehouse Furthermore, two criteria, time and cost will be added inorder to adequately judge all service aspects that CFS provided After revising, newconceptual model for this study is shown in table 1.1

Table 1.1: The model of measuring service quality at CFS.

for export cargoes (including warehouse, depot,office ,)

TAN 1

Equipment of CFS is adequate and up-to-date

Tasks like receiving, picking, packing and shippingare performed accurately, safely (which is right inproduct, quantity, time, place)

Employees have ability to solve occurred problems

services according to customer’s demand

EMP 1

Furthermore, in order to gain more insight into CFS services, Performance Analysis[ CITATION Jam77 \l 1033 ] should be applied Importance-Performance Analysis (IPA) may ask customers about level of importance andperformance of each measuring criteria of service quality Applying IPA withcriteria derived from above model is actually an effective tool to assess CFSservices Because, it helps to recommend areas in which company can strategic

Importance-redeploy resource to improve service quality according to the suggestion ofimportance of customers For example, company can prioritize to developdimensions which are more important to customers Company can allocate resourcemore effectively and create its comparative advantages

1.3 Research method

1.3.1 Research objectives

The research is aim to find out the real quality service at Vietfracht CFS byusing questionnaires The questionnaires were designed by using SERVPERFmodel with 5 dimensions (tangibility, reliability, responsiveness, assurance,empathy) Furthermore, in order to enhance the reliability of research, I also useImportance-Performance Analysis (IPA) which asks customers about theimportance of each factor in the measuring model By rating the importance,customers can help to point out the expectation to services that CFS provide.However, I focus on study service quality at CFS for export cargoes only due tosome following reasons Because of time shortage, I decided to study deeply aboutCFS for export cargoes Furthermore, CFS services for export and import cargoesare quite different If I want to study service quality for all, it means that I have todeal with very large target population which I cannot define the exact quantity ofthem Therefore, it may cause the problem in choosing sampling proportion andcollect the adequate quantity of questionnaire to analyze In addition, by only chosethe smaller part, I can provide more feasible solutions to improve the servicequality After analyzing the collected data, I will have a general outlook aboutservice quality at Vietfracht CFS From what I have been found, somerecommendation will be proposed to improve service quality at CFS

1.3.2 Methods of data collection

The research mainly uses the quantitative method because in order to assessquality service of CFS, questionnaires were sent to customers However, to gainmore general ideas in advance, I also interview some employees who are seniors atVietfracht CFS Therefore, they would demonstrate the deep knowledge andexperience After carry out the most importance step- sending questionnaires, Ihave to define the target population for the research Target population isrespondents who I can send questionnaires to Due to the distinct characteristics ofCFS for export cargoes, customers are forwarders who work directly with CFS on

behalf of cargoes owners Forwarders will take charges of consolidate LCL cargoesand rent CFS to stuff these cargoes into containers At Vietfracht CFS, it has only

20 forwarders, so I intend to send questionnaires to all of them Furthermore, Istrive to send some questionnaires to some cargoes owners but I may require moreeffort In the questionnaire, I ask customers rating the current performance andimportance of each factor in the questionnaire in 5-point scale With ratingperformance, it starts from 1 as “strongly disagree” to 5 as “strongly agree” Withrating importance, it starts from 1 as “not important” to 5 as “very importance”with 3 as middle point Method of sending question is sending directly toforwarders supervising at CFS or sending through email

1.3.3 Sampling

The population is defined as 20 forwarders/ companies who directlyworking with CFS likes APL logistics, ASAP, Shipco, Dolphin logistics, oneworld logistics… As the rule of thumb, with the population under 100, I shouldstrive to receive from 80 to 100 % of respondent rate

1.3.4 Methods of data analysis

Excel is used to analyzing the collected data More specifically, descriptivestatistic is properly suitable to analyzing data which has the form from 1 to 5 Byusing descriptive statistic, excel will automatically implement some calculationslike calculating medium, mode, mean, standard deviation Mean and standarddeviation is the most important indicators that I will use to assess performance andimportance of each factors in the measuring model

CHAPTER 2: THE EVALUATION OF SERVICE QUALITY FOR EXPORT CARGOES AT CFS OF VIETFRACHT HAI

PHONG

2.1 Introduction of the Transport and Chartering Corporation (Vietfracht)

2.1.1 General information

Name: The Transport and Chartering Corporation

Abbreviated name: VIETFRACHT

Head quarter: 74 Nguyen Du Street, Ha Ba Trung District, Ha Noi

Tel :( 84.4)38228915

Fax: (84.4)38228916

2.1.2 The history of foundation and development

Transport and Chartering Corporation was established on January 18th, 1963and formerly named as Foreign Trade Transportation Corporation At thebeginning, Vietfracht was a state owned company and transformed into a joint stockcompany in 2006

Vietfracht ís a member of a wide range of prestigious internationalorganizations like BIMCO (Baltic and International Maritime Council), FIATA(International Federation of Freight Forwarder Associations), FONASBA (TheFederation of national associations of shipbrokers and agents), FASA (TheFederation of Asean Shipowners’ Associations) Vietfracht is also one of foundingmembers of VSA( Vietnam Shipowners Association), VISABA (Vietnam ShipAgents and Brokers Association),VIFFAS (Vietnam Freight ForwarderAssociation), VCCI (Vietnam Chamber of Commerce and Industry)…With morethan 50 years of experience and growth, Vietfracht was known as one of the mostVietnam maritime companies locally and internationally As the acknowledgement

of Vietfracht’s dedication, the state and government awarded the company withhonor titles like First Class Labour Medal, Third Class Independent Medal andLabour Heroic Unit

In 2005-2015 periods, Vietfracht defines its objective “to boost company tohigher level” Vierfracht strives to expand its businesses, diversify of services, focus

on human resource and upgrade the means of transportation, improve infrastructureand information systems and participate in contributing capital for the establishment

of joint stock and subsidiary companies

2.1.3 Main services

Vietfracht has owned and exploited the dry cargo fleet with the capacity ofabout 20000 DWT operating in Asian Pacific routes Vietfracht has over 40 years ofexperience in managing and operating the fleet, the company ensures to providehigh quality services with qualified staff and crew In the future, the company willcontinue to invest to develop the fleet in order to improve the capacity to above

50000 DWT, focus on training skilled seafarers to meet the increasing requirements

of customers

Chartering and shipbrobing is one the traditional business of company Withlong experience and extensive relationship with other shipowners and charterers,Vietfracht has succeeded in broking a number of shipments (dry cargo, refrigeratedcargo, liquid bulk) Besides, for customers who want to export or import cargoes,company will introduce supplier or purchasers

 Frieght forwarding and logistics

Forwarding is considered as strong points of Vietfracht With a network ofoffices across the country, warehouse systems and modern transportation means,Vietfracht is willing to provide the following services:

- Documentation, insurance management and customs clearance

- Stevedoring and tallying

- Hiring transport vehicles to move cargoes

- Storage facilities (long-term and short-term)

- Pre-inspection for reefer cargoes

- Packing and marking

- Freight forwarding of special cargoes like dangerous cargoes, oversizedcargoes, fragile and valuable cargoes

 Freight forwarding and assembling equipments for projects and factories

 Consolidation and distribution services

Vietfracht has network of modern warehouses in the several cities ofVietnam such as Hai Phong, Binh Duong province; Ho Chi Minh City…Transportation fleet operates on time and safety which helps to move containersfrom container yards to warehouses and vice verse.

Vietfracht is operating as ship agency for many shipping lines all over theworld The company has dealt with many types of vessels such as bulkers, drycarriers, reefers, tankers, ro-ro, cruide oil carrier and containerships Vietfrachtprovides a wide range of services including inward and outward procedures forvessels, stevedoring, ship repair and maintenance, crewing, food and equipmentsprovider for ships Company also offers package services in protecting agency, localhusbandry, cargo canvassing, information agency system, booking and marketing

2.1.4 Organization structure of Transport and Chartering Corporation

Figure 2.1: Organization structure of Transport and Chartering Corporation

2.2 Introduction of Vietfracht Hai Phong

2.2.1 General information

Name: Vietfracht Hai Phong

Address: 35 Minh Khai Street, Hai Phong, Viet Nam

2.2.2 Organization Structure of Vietfracht Hai Phong

Figure 2.2: Organization Structure of Vietfracht Hai Phong

Forwarding Department

Ship Agent Department

Ship Agent Department

Human Resource Department

Human Resource Department

Accounting Department

Accounting Department

Vice Director Vice Director

Inbound and outbound warehousing

Inbound and outbound warehousing

Depot

Trucking

Procedure Team Procedure Team

departments and give direct guidance to each department In addition, he willmake the importation decision related to development of CFS

b Warehouse manager takes charge of managing all activities in CFS forexport and import cargoes like receiving; storing, stuffing, unstuffing,shipping…He will receive direct guidance of Vice Director

c Depot Manager is responsible for activities in depot like lifting on/offcontainers, storing empty containers…He will directly receive the commands

of Vice Director

d Trucking fleet is including 8 containers trucks and drivers The trucking fleet

is responsible for shipping containers from other depots to VF CFS and viceverse

e Procedure team will in charge of dealing with all kinds of documents forexport and import cargoes at VF CFS Hence, they keep the closerelationship with other parties like forwarders or shipping lines They alsoreceive the direct commands of Vice Director

f Storekeepers play their roles as supervisors and record some documents atwarehouse They also dive instruction to worker, tallymen and forkliftdrivers

g Forklift drivers are workers who specialize in control forklift truckers Theycan work in depot or at warehouse

h Tally men are workers who take charge of recording all cargoes information

in receiving and shipping operation by establishing Tally sheets

i Workers work in the warehouse They will take charge of handing cargoeslike unloading, loading, putting away, picking cargoes

2.2.3 CFS of Hai Phong branch

 Position: located in No.5 national high way, near Chua Ve port

 Depot: 20000 m2 with capacity of more than 1000 containers