Nghiên cứu hoạt động quản trị nguồn nhân lực tại công ty TNHH minh phúc

Some solutions to improve human resource management at Minh Phuc Company .... 2 Starting from the above I chose the topic “ Research on human resources management activities at Minh Phu

ĐẠI HỌC QUỐC GIA HÀ NỘI KHOA QUẢN TRỊ VÀ KINH DOANH

ĐẠI HỌC QUỐC GIA HÀ NỘI KHOA QUẢN TRỊ VÀ KINH DOANH

LUẬN VĂN THẠC SĨ QUẢN TRỊ KINH DOANH

NGƯỜI HƯỚNG DẪN KHOA HỌC: PGS.TS NGUYỄN NGỌC THẮNG

Hà Nội - 2018

i

DECLARATION

The author confirms that the research outcome in the thesis is the result

of author’s independent work during study and research period and it is not yet published in other’s research and article

The other’s research result and documentation (extraction, table, figure, formula, and other document) used in the thesis are cited properly and the permission (if required) is given

The author is responsible in front of the Thesis Assessment Committee, Hanoi School of Business, and the laws for above-mentioned declaration

Hanoi, May 1, 2018

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ACKNOWLEGEMENTS

First and foremost, I would like to express my sincere gratitude to my advisor Mr.Nguyen Ngoc Thang, Associate Professor, who has supported me throughout my thesis with hispatience, motivation, enthusiasm, and immense knowledge His guidance helps me in all the time of the research and writing

of this thesis I could not have imagined having a better supervisor and mentor for my thesis study

Secondly, I would also like to thank the management level at Minh Phuc Co., Ltd for contributing ideas, providing data, materials and suggestions for me to complete the dissertation

My sincere thanks also goes to all member in my family who gave enthusiastic support, generous care and shared house-work with me during the time I studied MBA and the time I finished the thesis

Thank you very much!

Hanoi, May 1, 2018

iii

CONTENT

DECLARATION i

ACKNOWLEGEMENTS ii

CONTENT iii

LIST OF ABBREVIATION vi

TABLE vii

FIGURE vii

DIAGRAM viii

INTRODUCTION 1

1 Rational 1

2 Overview of research issues 2

3 Research Objectives 3

4 Scope of the study 3

5 Research process 4

6 Research Methods 4

7 The scientific and practical significance of the research topic 6

8 Highlights of the thesis 6

9 Thesis structure 6

CHAPTER 1: OVERVIEW OF HUMAN RESOURCES MANAGEMENT 7 1.1 The concept of human resource management 7

1.2 The real meaning of human resource management 10

1.3 The role of human resource management in enterprises 10

1.4 The goal of human resource management 11

1.5 The main contents and functions of human resource management 11

1.5.1 Functional group to attract human resources 11

1.5.2 Functional training - development group 12

1.5.3 Group function to maintain human resources 13

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1.6 The situation of activity in managing human source in Vietnam 14

1.7 Outline the model of human resource management in Vietnam 15

1.8 Factors affecting human resource management 17

1.8.1 External factors 17

1.8.2 Internal Factor 17

1.9 Human resources of the customer care industry 17

CHAPTER 2: ANALYSIS OF PERSONAL RESOURCES MANAGEMENT AT MINH PHUC LIABILITY COMPANY 19

2.1 About Minh Phuc Co., Ltd 19

2.1.1 Introduction of the company 19

2.1.2 History of formation and development 20

2.1.3 Certificate system, quality policy and Logo meaning 22

2.1.4 Infrastructure and technology 23

2.1.5 People and culture 25

2.1.6 Services of Minh Phuc Co., Ltd 27

2.1.7 Organizational structure of Minh Phuc Co., Ltd 27

2.1.8 Tasks and functions of departments 29

2.2 Situation of production and business activities of the Company Co., Ltd 33

2.2.1 Situation of production and business activities 33

2.3 Analysis of human resources at Minh Phuc Co., Ltd 34

2.3.1 Human resources at Minh Phuc Co., Ltd 34

2.3.2 Assessment of human resource management status of Minh Phuc Co., Ltd 36

2.4 Achievements and limitations in human resource management at the Company 49

2.4.1 Achievement 49

2.4.2 Limit 49

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2.4.3 The cause of the limitations 51

CHAPTER 3: SOME MEASURES THE IMPLEMENTATION OF HUMAN RESOURCES MANAGEMENT OF MINH PHUC COMPANY LIMITED 52 3.1 Oriented development of Minh Phuc Company limited 52

3.1.1 Oriented development of Minh Phuc Company limited in 3 years 52

3.1.2 Orientation and objectives of human resource development of Minh Phuc Company limited 52

3.2 Some solutions to improve human resource management at Minh Phuc Company 55

3.2.1 Measures to complete the function to attract and allocate human resources 55

3.2.2 Solutions to perfect training functions, human resource development 58

3.2.3 Complete solution to maintain human resources 59

3.2.4 Supporting solutions to improve human resource management 62

CONCLUSION 64

REFERENCES 66

APPENDIX 1 68

APPENDIX 2 70

APPENDIX 3 72

APPENDIX 4 76

APPENDIX 5 81

APPENDIX 6 83

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FIGURE

Figure 1.1: Flowchart of the study 4

Figure 1.2 - Research process 5

TABLE Table 2.1 Situation of business activities over the years 33

Table 2.2 The human resources of Minh Phuc Company over the years 34

Table 2.3 The level of training completion of the company in 2015 45

Table 2.4 The number and cost of training for the company in 2013 – 2015 45

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DIAGRAM

Diagram 1.1 Diagram of curriculum development / Human resource

development 13

Diagram 1.2 Components of human resource management 16

Diagram1.3 Human resource management and environmental factors 16

Diagram 1.4 Organizational structure of Minh Phuc Co., Ltd 28

Diagram 2.1 Recruitment process at Minh Phuc Co., Ltd 38

Diagram 2.2 The process of recruiting direct staff 42

Diagram 3.1: The system evaluates the capacity and quality of work performed by staff 60

People in the business are playing an increasingly important role is considered a valuable asset of the business Business development strategies are heavily focused on human resources strategies to ensure sustainable development Human resource management has also become a valuable business asset

Human resources are an essential input to increase business efficiency Factors such as planning, management and improvement of human resource capacity, identification, development and maintenance of knowledge and capacity of workers; Encouraging employee participation and empowerment all have an impact on business results because human resources are a major fixed asset of the business Human resource management has a particularly great impact on the performance of the service sector

Today, customer care is a new industry in Vietnam For a business operating in the field of providing outsourced human resources such as Minh Phuc Co., Ltd, a painful problem for executives is how to attract skilled and good human resources To get this goal, the business must have policies of how to treat, how to attract talents Because of that, today the work of human resource management today is more and more important

2

Starting from the above I chose the topic “ Research on human

resources management activities at Minh Phuc Co., Ltd” as a thesis topic

for master’s degree in Business Administration

2 Overview of research issues

Up to now, the issue of improving the efficiency and perfection of human resources management has been many topics, works, dissertations and articles published

Some of the most noteworthy projects are:

Le Chien Thang and Truong Quang (2005), research on human resource management in Vietnam including: Information exchange, management effectiveness, training and development, group orientation, maintain the management

Research by Do Phu Tran Trinh (2012): The study found five factors that affect the long-term attachment of employees to the company: Opportunities for promotion; Reward and welfare policies; Relationship with the leader; Working conditions and level of suitability for career goals In particular, promotion opportunities are the strongest influence The results obtained from the study are an important suggestion for enterprises to develop appropriate strategies and plans to maintain their human resources better

Tran Kim Dung (2009), Results of human resource management practice in Vietnamese enterprises have 9 components In addition to the 6 basic components of the core business functions of human resource management: defining task tasks; Attract, select; educate; Evaluate employee performance; Salary management; Development of labor relations; There are three components: personnel statistics; Implement regulations and encourage change

Other studies may include:

3

- Vo Dinh Viet (2010), Some solutions to manpower management at Viglacera Floating Glass Company by 2015, Master of Business Administration

- Le Xuan Tinh (2012), Solutions to complete the Human Resource Management in the debt trading company (VAAC) -Ministry of Finance, Thesis Master of Business Administration

- Ha Van Hoi (2007), Human resource management curriculum in the first and second set of enterprises, Hanoi National Economics University - School of Publications, Post Publishing House

3 Research Objectives

Interpretation of scientific and practical basis to propose some solutions

to improve human resource management at Minh Phuc Co., Ltd

Analysis and assessment of human resource management in Minh Phuc Co., Ltd Clarify the shortcomings of this work and the need to change it

Propose solutions to improve human resource management to contribute to the implementation of business development orientation of Minh Phuc Co., Ltd

4 Scope of the study

The research subjects of this thesis are: Human Resource Management

at Minh Phuc Co., Ltd

Research scope: Minh Phuc Company Limited

Overview and theoretical development

Identify and propose an analytical

framework

Survey design, interview

Sample selection, data collection and

analysis

Results and comments

Recommendations, conclusions

5

former studies and magazines, internal-base reports, internet based, while internal data (inside the firm) was collected from company research reports from 2013 to 2015, files, training plan reports, etc

Figure 1.2 - Research process

Source: Author

With primary data, surveys with questionnaires and in-depth interviews were conducted I will collect from depth-interview from 10 managers of different department and surveys by participants who have been participated in training courses organized by the company in Ha Noi city This research used quantitative method and the strategy of inquiry used was survey The place where survey was carried out is Minh Phuc Telecom Data collected from this survey was analyzed in order to evaluate training activities at this

company

DATA

COLLECTION

PRIMARY DATA

SECONDAR

Y DATA

- In-depth interview

- Questionnaire

- Survey

INTERNAL DATA

Research reports training plan, files, reports Current

situation of training staff at Minh Phuc telecom

RECOMMEN DATIONS

EXTERNAL DATA Books, former studies and magazines, internal-base reports internet based

Theoretical background

on training business

6

7 The scientific and practical significance of the research topic

Vietnam is in the process of deep integration with the world Customer care is an industry that attracts many businesses, it is necessary to build a professional workforce With human management at Minh Phuc Co., Ltd., not only present many shortcomings in the present but also no longer suitable in the future development of production and business The content of the thesis is

to provide some solutions to improve human resource management for Minh Phuc Co., Ltd to meet the business direction

8 Highlights of the thesis

This dissertation was studied in a specific enterprise with particular characteristics of customer care in Vietnam In the period of customer care market is changing, research results of the dissertation will solve the problems

in human resources management at Minh Phuc Co., Ltd and dissertation It is considered as one of the most practical research for Minh Phuc Co., Ltd

9 Thesis structure

Apart from the introduction and conclusion, the thesis consists of three chapters:

Chapter 1: Overview of Human Resource Management

Chapter 2: Human Resource Management in Minh Phuc Company

Chapter 3: Some solutions to improve human resource management at Minh Phuc Co., Ltd

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CHAPTER 1: OVERVIEW OF HUMAN RESOURCES MANAGEMENT

1.1 The concept of human resource management

Before analyzing and proposing solutions to the improvement of human resource management, we need to agree on the concept of human resource management

Human resources and human resources development are one of the core issues of the socio-economic development of each country In particular, in today's world, for developing countries solving this problem is a highly urgent requirement It is both timely and strategic throughout the country's socio-economic development process

According to Flippo, "Personnel Management is the planning, organization, command and control of the issues of attraction and development, pay back, coordinating and maintaining people to achieve the purpose of the organization”

As for Personnel Management, "Human resource management is the responsibility of all managers and the responsibility of the job description of those who are employed as professionals It is a part of the management of people in the workplace and their relationships within the enterprise”

Torrington and Hall's views: "Human resource management is a series

of activities that first and foremost allow the people to work and the organization to hire them to reach an agreement on the purpose and nature of the relationships in the workplace, then ensure that all agreements are made”

So Human resources focus on recruiting, developing, rewarding, and leading staff to achieve organizational goals At that time, human beings were considered as the inputs of the production process and have no role in the business, and their interests have not been paid enough attention Human resource functions are usually performed by personnel and do not create a

governance within the organization”

There are three different perspectives on the relationship between employee management and human resource management:

First Opinion: Human resource management is used simply to replace

the old concept of employee management This view emphasizes the scope and object of human governance in businesses Calling employee management or human resource management, human governance in an organization, business in the modern world, no longer simply administrative administration as before Employee management called the new name because of self-perfection to fit the new business environment Representation

of this viewpoint has French, Dessler This view is not in line with actual demand because it does not clarify the two objectives of human resource management (These are: 1 Effective use of human resources to increase productivity and improve organizational efficiency 2 – Meet the increasing needs of employees, create conditions for employees to maximize the personal ability, be stimulated, motivated most at work and loyal, devoted to the business) and the pivotal role of the human factor in organizations If only emphasis on the scope, objects of research, it is not necessary to rename the human resource management

Second Opinion: Human resource management is completely different

from employee management Human resource management has a new opinions, new philosophy and new approaches to govern This view emphasizes the importance of Human resource management in the

of human resources, businesses need to adopt new perspectives, new approaches in human management to improve competitiveness

3rd Opinion: Human resource management is not revolution but the

next stage of development, further expansion will have the effect of implementing human resource management in this way or the perfection of human resource management This is considered a neutral view between the two views It emphasized the role of the human factor in the enterprise, emphasized the need to improve human governance but there are no strict requirements or operating conditions at a high professional level in line with the requirements and conditions of developing countries

Thus, in a transitional economy like in Vietnam, where the level of technology is low, the economy is not stable and the State pursues the

development process must be done by people and for human beings, Human

Resource Management is a system of philosophies, policies, and functional activities that draw the human development and retention of an organization,to achieve optimum results for both organizations and employees

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1.2 The real meaning of human resource management

“In all the tasks of administration, Human management is the central and most important task because all other issues depend on the level of human success” - Likert (1967) “Today's companies are different because of the quality, the level and the commitment of employees to the company – that

is, managers must be aware of and set up a strategy for managing their human resources effectively” - Jimkeyser (1987)

We can see that the most important issue of the economy today It is human resources that are not limited to the health of the employee, but the key is now in knowledge, the source of their creativity Various studies show that the majority of businesses are successful , in addition to relying on market experience, is largely based on the ability to leverage the human resource management role in the enterprise The importance of human resource management has increased sharply in the world in recent decades as both the capacity of staff and equipment have increased The work is increasing complexity, and demands are more increasing Most businesses are confronting with fierce competition in the marketplace, struggling with economic downturns and meeting the growing needs of their employees

1.3 The role of human resource management in enterprises

People is the agent of all activities in production and business People

in business are always the basis, premise, motivation at the same time, it is the target that enterprises aim to promote the business process of enterprises Human resource management is one of the important elements in the development strategy of enterprises

To achieve the purpose of production and business activities, the role of human resource management must be taken into account Human resource management is also a way of responding to employee motivation The

Human resource management is also the basis for enterprises to carry out education and improve the quality of their staffs to meet the ever-changing demands of the current market economy Enterprises need to continually renovate their human resource management structure, which is a very difficult and complicated task, greatly affecting the results of business operations of enterprises

1.4 The goal of human resource management

The goal of any organization as well as any enterprise is to effectively use human resources Hence, human resource management helps to find the best forms and methods , in order to consolidate and maintain sufficient quality and quantity which need for the organization to achieve the goal At the same time, to meet the increasing demands of employees, to create conditions for employees to bring into full play their personal capability, loyalty and commitment to the enterprise Human resource management is an integral part

of business administration

1.5 The main contents and functions of human resource management

1.5.1 Functional group to attract human resources

This functional group focuses on ensuring that there are sufficient numbers of employees with qualities appropriating for the work of the business and getting the right people in the right job First of all, enterprises must base themselves on their production and business plans and the actual

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use of their employees in order to determine which jobs need to recruit more people Performing a job analysis will indicate how many employees are required to recruit and what criteria apply to the candidate's salary The application of recruitment skills (tests, interviews .) will help businesses choose the best candidates for the job Hence, the recruiting team usually has activities such as: Forecasting and planning human resources, job analysis, interviewing, testing, collecting, storing and processing information on human resources of enterprises

To perform this function, human resource management must be carried out:

 Human resource planning

 Job analysis

 Recruitment

1.5.2 Functional training - development group

This functional group focuses on enhancing the capacity of employees, ensuring the employees in the business have the skills and qualifications to complete the assigned work and create conditions for employees to develop maximum personal capacity Enterprises apply the vocational training program for new employees Enterprises apply the vocational training program for new employees to determine the actual capacity of employees and help employees get acquainted with the work of the business At the same time, businesses often plan training, retraining whenever there is a change in business needs or technical process Functional training, development team often perform activities such as: Career, training, practical skills training for workers; upgrading skills and updating management knowledge and technology for managers and professional staffs

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Diagram 1.1 Diagram of curriculum development / Human resource

development

(Source: Nguyen Van Diem, Nguyen Ngoc Quan, 2007)

1.5.3 Group function to maintain human resources

This functional group focuses on the maintenance and effective use of human resources in the enterprise It consists of two smaller functions: Encourage, motivate and maintain employees, develop good relationships in the business Stimulating and motivating staffs involved policies and activities to encourage enthusiasm, passion, sense of responsibility and work completion of employees with high quality in the workplace Giving employees a highly challenging job, telling the staff the results of the leader's assessment of the level of accomplishment and significance of the completion

of the employee's work on the operation of the business, paying high and fair, prompting reward individuals who have innovated, improvement in

Reass ess if necess ary

Determining training needs

Define training objectives

Select training subjects

Determine the training program and select the method

Selection and training of teachers

Estimated training costs

Set up the evaluation process

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techniques, rationalization of production, contribution to increase business efficiency and prestige of enterprises is effective measures to attract and retain skilled workers for businesses Therefore, building and managing the system of payroll scales, establishing and applying salary, discipline, bonus, welfare and allowance policies, assessing the performance of employees is the most important activity of stimulating and encouraging

In addition, in order to maintain the human resources, the company also performs best in relation to labor related activities to improve working environment and work relationships as: signing labor contracts, settling complaints and labor disputes, employee relations, improvement of working environment, health, insurance and occupational safety Having a good working relationship will both help create a collective psychological atmosphere and good traditional values, making employees satisfied with their work and being attached to the business

1.6 The situation of activity in managing human source in Vietnam

In Vietnam, during the period of concentration, research and training in the field of human management in enterprises is carried out through the subjects: Labor organization according to science, labor norms and wages Although there are big differences in the history of development and economics, Vietnam's human resource management in the period of central planning is similar to the personnel management of Eastern European countries, the former Soviet Union and China Basic components of human resources management : Recruitment, training and development, salary, promotion, labor relations These are the general policies of the State and have almost nothing to do with the actual practice in each specific enterprise Long-term employment regimes along with good social welfare policies (housing, public health, free education .) has brought about great social security for all people, especially the cadres and workers of the State, has

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brought about great social security for all people, especially the cadres and workers of the State These policies of the State are implemented in accordance with socialist principles, Every worker has the right to work and has the right to have housing Training and development is carried out as a natural right of the worker especially for officials and employees of the State

to develop human resources for society, not to be considered as private investment The salary system is average and based on seniority

However, the challenges for human resource management in Vietnamese enterprises are still great That is how to effectively manage human resources Businesses need to have a human resource management system with recruitment policies, training, pay, reward and evaluation to meet the new requirements and approaches to human resource management in the market economy

1.7 Outline the model of human resource management in Vietnam

Based on the adjustment of the model of human resources management

of the University of Michigan on the condition of Vietnam, Researchers have developed a model of human resource management in Vietnam (According to the document "Human Resource Management”- Dr Tran Kim Dung – 2001)

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Politics, law Socioeconomic

Diagram 1.2 Components of human resource management

Diagram1.3 Human resource management and environmental factors

Organizationa

l mechanism

Mission, goals

of the business buubusiness

Organizationa

l culture

Human Resource Management

Attracting human resources

The goal of human resource management

Human resource development training

Maintaining human resources

1.8.2 Internal Factor

Vision, mission, goals, mission, strategic policy, culture of the business, nature of the work, the person, the birth and development, the size and the ownership of the enterprise, technological level, type of business, commodity product, organizational structure are factors that have a direct impact on the management of human resources of each business

1.9 Human resources of the customer care industry

Customer care is a unique service industry with its distinct characteristics Therefore, the characteristics of the human resources of the sector are also characterized by:

Difficult to recruit labor: The bottom line of today's hard-hitting

recruitment industry is low income In addition, enterprises do not have the support systems such as: accommodation, child care, so labor hard to attach long term to work Characteristics of enterprises operating in this field recruited employees by sources known through relatives or subjects only graduated from high school or middle school Another characteristic is the nature of labor to work night shift (overtime), the work is seasonal, so it also limits the number of people accepting this job So most workers only work for

a certain period of time and then they take leave to find another job, make the recruiting department work continuous and always be ready for a reserve labor force to meet the needs of personnel serving Business

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Limitations on the quality of human resources According to

statistics, employees account for about 70% of the sector being not trained This shows that the quality of human resources is a barrier to develop Along with that, the management staff of this industry mainly do not properly professional, working while studying Therefore, the training and development of human resources is a pressing issue and it is also one of the

"hot" proposals for the Ministry of Industry and Trade and the State management agencies, in the recent meeting between the Association and these agencies in efforts to find solutions to solve difficulties for customer care in Vietnam However, in fact, not many businesses are interested in investing satisfactorily for training Most workers are only trained in theory, shortly before entering the official work Therefore, businesses themselves need to actively "help themselves" in both short and long term before receiving the "life buoy" from the State

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CHAPTER 2: ANALYSIS OF PERSONAL RESOURCES MANAGEMENT

AT MINH PHUC LIABILITY COMPANY

2.1 About Minh Phuc Co., Ltd

2.1.1 Introduction of the company

 Minh Phuc Co., Ltd (MP Telecom)

Address Floor 10, HH3 Building, My Dinh - Me Tri urban area, Tu Liem,

Hanoi

Phone (024) 3 5771608

Fax (024) 3 5771610

Branch

 Name of branch: Hanoi

 Address: Lot S5-7 Trieu Khuc industrial cluster, Thanh Tri,

Ha Noi

 Phone: +84435528641

 Fax: +84435528642

 City: Ha Noi Country: Vietnam

 Name of Branch: Da Nang

 Address: 6 Tran Phu, Hai Chau Dist Danang

 Phone: +845113945676

 Fax: +845113945676

 City / Province: Da Nang

 Vietnam

 Name of branch: Ho Chi Minh

 Address: 36-38A Tran Van Du, Ward 13, Tan Binh Dist Ho

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2.1.2 History of formation and development

Minh Phuc (MP Telecom) Co., Ltd is the leading company in Vietnam providing leading BPO solutions and services in the field of Contact Center and Business Process Outsourcing

Established on July 29, 2002 with a branch in Hanoi, MP Telecom has not stopped growing in both Company size and service quality With the experiences, we have the ability to understand and integrate with any market

support English, Japanese, Vietnamese

Link Minh Phuc Co., Ltd (MP Telecom)

July 2013: certified top 100 famous brand of Vietnam

On May 30, 2014, Minh Phuc Co., Ltd was awarded ISO / IEC 27001:

2005 - International Standard for Information Security Management System (ISMS) by the Ministry of Information and Communications, DAS Vietnam DAS Vietnam granted the degree

Vision

We try to become the leading provider of Contact Center solutions and BPO services in Vietnam based on an excellent combination of business design: process, people and technology Our success results from bringing real values to customers and helping them to take full advantage of new business opportunity

Mission

Through our ceaseless dedication and innovation, we bring to customers excellent exeriences That’s how we create opportunity, development and values for our employees, share holders and community

With the slogan "Respect is success", Minh Phuc commits:

 Respect customers to bring value to customers as committed

 Respect the company to cultivate the common house

 Respect colleagues to have collective strength

 Respect ISO 9001 and ISO / IEC 27001 for sustainable development

 Slogan

With the philosophy of "Respect for Success", MP Telecom is committed to providing customers with the best quality of service with a

"Respect" value Brand philosophy "Respect is success" is also characteristic

of the industry is the customer care industry, where the respect of customers is the value of cover Brand philosophy "Respect is success" imbued with the spirit of every human being MP Telecom, the culture of "Respect" is expressed in every thought and act as a guide to success

2.1.4 Infrastructure and technology

 Infrastructure

With the network of infrastructure spread across 3 regions: North, Central and South, MP Telecom has brought geographic advantage to enterprises wishing to deploy professional customer care system across the whole territory of Vietnam MP Telecom has invested heavily in the infrastructure system to achieve a harmonious combination that ensures both unification and specificity The working areas for managers, office staff, attendants, meeting rooms, training rooms, canteens and entertainment areas are equipped with

MP Telecom always has the most advanced solutions, applications and tools available for the operation of a contact center But more importantly, each customer we carry out thoroughly investigation steps to make the most appropriate technology choices It is also a challenge that only experienced units can confidently solve in a scientific and technical way Some of the basic technical technologies that MP Telecom is implementing for the contact center system include:

 Call Processing System (PBX)

 Call Distribution System (ACD)

 Customer Relationship Management System (CRM)

 Voice Recognition / Interactive Voice Recognition (IVR)

 Automatic dialing (Interaction Dialer)

 Quality Management Software (QM)

 Campaign Management System (CMS)

 Workforce Management Software (WFM)

 Call recording system (Recording)

 Supervisor system

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 Reporting System

 Server system

 Web collaboration management

 Disaster Recovery and Fail-over

 Computer and Phone Technology Integration (CTI)

 Time devision multiplexing (TDM) and Internet Protocol (IP)

With active/backup N + 1 backup mechanism for server, MP Telecom ensures 24/7 system operation with stability and availability up to four numbers of nine (99.99%) In addition, the caching technology (PMQ) helps ensure that the reporting data in the system is maintained, even in the case of

a crashed database server (DB)

2.1.5 People and culture

 People

People are the most valuable asset and the success factor of every business In the area of customer care, the human factor is even more important From the recruiting stage to the training and human resources management, we have carefully planned and followed strict ISO procedures

With a pioneering position in the field of customer care in Vietnam, over 15 years of development and growth, each MP manages to have in-depth experience in providing customers with the best experiences Although MP Telecom's customers are diversified in the fields of telecommunications, banking, finance, insurance, securities, aviation, electronics, manufacturing, etc, thanks to acumen and understanding of the specialized knowledge that

MP Telecom's staffs are always trusted by customers

MP Telecom's professional human resource with professional skills has been recognized by many partners, domestic and foreign customers such as Aspect, Interactive Intelligence, Sony, Sharp, Panasonic, Renault, PPF

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Vietnam Finance, 4 Oranges, MobiFone, VinaPhone, Viettel, VTC Care, Thang Long Securities, SSI, TVSI, VPBank, Agribank, OceanBank, VIB Bank, Prudential, Bao Viet Insurance, Jetstar Pacific Airlines, Vinamilk, etc With a customer-centric workflow, MP Telecom is committed to quality and progress in any size project

 Culture

Culture is what remains when all else is forgotten At MP Telecom, no one is unaware of the slogan Respect is successful Culture of Respect is expressed in every thought and action, the first thing to mention is that the policy

of employing talent is rooted in the Board, which in turn spreads to management and each man's behavior Leaders of MP Telecom are interested in the common interests of enterprises and employees in the enterprise Therefore, at MP Telecom, the leader is responsible for improving the lives of employees and this has a great impact on the company's development strategy

Cultural Respect combined with other core values such as discipline, initiative, adaptability, teamwork has given MP Telecom a working atmosphere as a family, members of the company are connected in a common relationship, sharing success together and that is the biggest motivation to create the cohesion and strength of a youthful, dynamic team Company leaders are always interested in the members, private matters such as filial piety, joy, sickness, child birth, etc are all well visited by the General Board Due to the specific characteristics of the customer service industry, MP Telecom has a large staff scale of 2,000 to 2,900 employees In addition, the entertainment program or tour is organized in a very large scale and has helped each individual to have the opportunity to share the "spiritual food" within the company It is open to exchange with other cultures Especially, members of MP Telecom are always able to learn, and are trained by the company's capital

 Human Resource Training and Supply

2.1.7 Organizational structure of Minh Phuc Co., Ltd

The organizational structure of Minh Phuc Public Management Company is based on the online structure - function to avoid being cumbersome, overloaded, the management apparatus is assigned to suit the department Including: Board of Directors, specialized departments, direct management of workshops, Board of Directors directly guide all activities of the whole company, professional departments help the Director operate and manage the comany

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Diagram 1.4 Organizational structure of Minh Phuc Co., Ltd

MANAGER

VICE PRESIDENT

VICE PRESIDENT

Finance Depart ment

Operati ons Manag ement Office Hành

Human Resour ces and Trainin

g Đào Tạo

Meeting

HANOI BRANCH

HO CHI MINH BRANCH

DA NANG BRANCH

To take initiative in drafting economic contracts related to the business activities of the Company; Organizing to strictly comply with the signed business contracts Performing operations related to the business activities of the Company such as: finding transactions, resolving disputes with partners related to the business activities of the Company;

To coordinate with the Finance - Accounting Department of the Company

in the collection of money and payment for the purchase of services related to business activities on the basis of commitments and current provisions of law

To coordinate with the professional sections and affiliated business units in managing and supervising the performance of economic contracts until the completion of the liquidation of the signed contracts in strict accordance with the current law provisions;

Develop and implement the business plan after being approved by the Board of Directors To make statistics and report on business activities according to schedule and regulations To be responsible for business results

to the Board of Directors; To archive documents and economic contracts related to the business of the Company in accordance with the current law Management of business policies (policy formulation process, implementation, completion, etc.)

To study and develop business operations (purchase, sale, price, economic contract), advanced trading forms, step by step renovate and modernize the business operations of the Company Manage the business operations in the company Support business in the market, business partners, enter into

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contracts, import goods to the branches with the best conditions to carry out common tasks throughout the company

 Technical Department

 Function: The Technical Department is responsible for advising and

supporting the Board of Directors to develop and implement activities in the fields of:

 Volume management, technique, quality, schedule

 Inspection, design approval, cost estimate and total cost estimate

 Checking and balancing

 Application of advanced science and technology

 Planning work

 Contract work

 Work related to norms, unit price, cost estimate

 Mechanical equipment management

 Investment management and post-investment exploitation of the company's projects

 Joint venture, association to develop company

 Other functions and duties assigned by the Board

 Mission:

Volume management, technique, quality, progress

Archiving documents: Performing the archiving of all technical and quality management documents, checking and acceptance documents and finalization documents, the dossiers of projects carried out by the Company

 Accounting Department