1. CAO NG TI CHNH HI QUAN KHOA KINH DOANH TH N G MI GVHD: NGUYN TH SAO CHI C9E2B NHM 2 inh T.

. Ph n g Tho Nguyn Thanh Hng Nguyn Hong V inh Th Hng Nguyn Bch Ph n g Phan Thnh Cng Nguyn c Th Nguyn Hong Tun 2. 3. Ni dung 1. Gii Thiu Chung v Logistic 2. Nhng quy nh ca php lut v dch v LOGISTIC 3. Dch V Khch hng trong Logistic 4. Quy trnh sale ti forwarder 5. Mt s nt tiu biu v Cng ty LOGISTICS 4. 1. GII THIU V DCH V KHCH HNG LOGISTICS 1.1. TNG QUAN V LOGISTICS Logistic la qua trnh toi u hoa ve a iem, thi iem, cung nh viec lu chuyen, d tr nguon nguyen lieu au vao nguyen thuy cho en tay ngi tieu dung cuoi cung, nham ap ng tot nhat nhu cau cua ngi tieu dung va chi ph phu hp, thong qua hang loai cac hoat ong kinh te.. 5. Logistics luon luon la mot chuoi cac dch vu ve giao nhan hang hoa, nh:lam cac thu tuc, giay t, to chc van tai, bao b ong goi, ghi nhan hieu, lu kho, lu bai, phan phat hang hoa i cac a iem khac nhau,chuan b cho hang hoa luon san sang 1. GII THIU V DCH V KHCH HNG LOGISTICS 6. LOGISTICS TRONG GIAO NHAN VAN TAI Vai tr ca vn ti trong thng mi hin nay c th hin nh th no? S lu thng hng ha trong nn kinh t lc mi hnh thnh c nhng thun li v kh khn ra sao? Vy logistic trong giao nhn vn ti c tm quan trng nh th no trong nn kinh t th trng? 7. Lam the nao e co hang hoa chat lng cao, thoa man nhng nhu cau va mong muon cua khach hang? Va lam the nao hang hoa en tay ngi tieu dung c nhanh, co chi ph thap phu hp vi kha nang thanh toan xa hoi va mang lai li ch tien dung cao nhat cho ngi tieu thu? 8. 1.2.KHI NIM DCH V KHCH HNG Trong ieu kien toan cau hoa va hoi nhap kinh te the gii, th trng ngay cang c m rong.Canh tranh cang luc cang gay gat dan en viec cung ngay cang ln hn cau. Do vay, th trng thuoc ve ngi mua, ho la ngi quyet nh mua g, au, gia ca ra sao? 9. C CH VN HNH 10. DVKH co vai tro ac biet quan trong, neu c thc hien tot, chung khong ch giup to chc gi c chan cac khach hang cu ma con co the loi keo, thu hut them c cac khach hang mi. DVKH la qua 11. T nhng khi qut v c ch vn hnh ca th trng trnh dien ra gia ngi mua, ngi ban va ben th ba - cac nha thau phu , ket qua cua qua trnh nay la tao ra gia tr gia tang cho san pham hay dch vu c trao oi. Noi ngan gon hn DVKH la qua trnh cung cap cac li ch t gia tr gia tang cho day chuyen cung ng vi chi ph hieu qua nhat. 12. Ni dung ca DVKH Cc yu t trc giao dch Cc yu t giao dch V cc yu t sau giao dch 13. Cc yu t trc giao dch

14. Cc yu t trong giao dch 15. 16. 17. S cn thit ca dch v khch hng Canh tranh ngay cang manh me tren th trng va trong tat ca cac nganh. Cac oi thu canh tranh thng s dung DVKH tot hn e loi keo khach hang . 18. Chat lng san pham dch vu chnh cua cac nha cung cap canh tranh gan tng t nhau . Ho hn nhau chnh la cho DVKH . ay chnh la vu kh canh tranh cua cac oi thu . 19. Nh vay, co the noi: chat lng dch vu ang tr thanh mot trong cac yeu to tao ra the manh canh tranh ben vng cho cac cong ty cung nh s khac biet ma cac oi thu canh tranh khong the bat chc trong mot thi gian ngan. V vay, cung cap DVKH tot la s can thiet song con trong th trng canh tranh . 20. NHNG QUY NH CA PHP LUT V DCH V LOGISTICS IU 233-239 LUT THNG MI QUY NH CHI TIT TI NGH NH 140/2007/N-CP iu 233. Dch v logistics iu 234. iu kin kinh doanh dch v logistics iu 235. Quyn v ngha v ca thng nhn kinh doanh dch v logistics 21. iu 236. Quyn v ngha v ca khch hng iu 237. Cc trng hp min trch nhim i vi thng nhn kinh doanh dch v logistics iu 238. Gii hn trch nhim 22. iu 239. Quyn cm gi v nh ot hng ho iu 240. Ngha v ca thng nhn kinh doanh dch v logistics khi cm gi hng ho 23. 24. Quy trnh sale ti forwarder 1. Ngun khch hng Phn khc th trng nhn nh v tm hiu trc thng tin v cng ty m sales d nh s lin lc 25. Lin lc vi khch hng Lin lc mt cch ngn gn ch yu l ly cc thng tin: Ngi ph trch chnh ca l hng (t, mail...) Mt hng g? Cng t nhng thng tin s phn loi ra khch nhp/xut iu kin nhp xut? hng c k hoch marketing & cung cp dch v. 26. Sau khi lin lc c vi khch hng sales s gi cc inquiry v b phn CS. CS lm vic vi i l ly gi cc gi v cho sales. Sales kim tra v lm bo gi gi v cho khch hng sm. 27. 2. Inquiry - Lng thng tin v inquiry ngoi vic gip cc CS lm gi tt hn, cn cho bit: + hiu bit v vn chuyn ca khch hng? + Mc ch ca khch hng l g? + L hng c kh quan khng? 28. 3.Bo gi Bo gi l do b phn CS cung cp do nhn vin sales cung cp thng tin y , v chn tht vi CS/agent ly bo gi chnh xc hp l. i vi sales qun l qu nhiu khch hng th cn phi h thng cho ph hp. Sp xp thi gian thm hi nhng phn hi ca khch hng v gi, tnh hnh hng ha t nht mt ln. V bo co li CS hoc trng phng xin kin. 29. Mc c v gi trn c s nht nh. Bo co li vi CS hoc trng phng xin kin i vi nhng yu cu c bit ca khch hng v lm li bo gi mi (nu c)

30. Khi khch hng ng vi gi cc v dch v ca forwarder, sales yu cu khch hng k xc nhn vo bng bo gi hoc thng tho vi khch hng k hp ng vn chuyn or 4. Chm sc khch hng 31. Sales m d tr chi ph lm hng v vn chuyn cng vi cc thng tin ca khch hng nh s in thoi, s fax, mail, ngi lin h CS CS tip tc theo di v bo tnh hnh hng ha cng nh cc chng t lin quan cho khch hng. 32. 5. Chm sc khch hng sau giao dch Sau khi thc hin xong dch v sales cn thm hi khch hng xem dch v ti forwarder c tt khng, l hng c trc trc g khng, c than phin v thi hay qu trnh giao/nhn hng khng...t rt ra nhng kinh nghim v phc v tt hn. Hi thm v nhng d nh ca khch hng cho cc chuyn hng tip theo v c chnh sch thu ht khch hng n vi cng ty ln sau.
Vai ch tr v ca Logistic i hot sn kinh xut doanh vi ng li

ng lc : 2012-06-08| view : 586 I. Vai tr ca logistics: Cng vi s pht trin mnh m ca nn kinh t th gii theo hng ton cu ha, khu vc ha, dch v logistics ngy cng ng vai tr ht sc quan trng th hin nhng im sau:

L cng c lin kt cc hot ng trong chui gi tr ton cu (GVC-Global Value Chain)

nh cung cp, sn xut, lu thng phn phi, m rng th trng cho cc hot ng kinh t. Khi th trng ton cu pht trin vi cc tin b cng ngh, c bit l vic m ca th trng cc nc ang v chm pht trin, logistics c cc nh qun l coi nh l cng c, mt phng tin lin kt cc lnh vc khc nhau ca chin lc doanh nghip. Logistics to ra s hu dng v thi gian v a im cho cc hot ng ca doanh nghip. Th gii ngy nay c nhn nhn nh cc nn kinh t lin kt, trong cc doanh nghip m rng bin gii quc gia v khi nim quc gia v thng mi ch ng hng th 2 so vi hot ng ca cc doanh nghip, v d nh th trng tam gic bao gm 3 khu vc a l: Nht, M-Canada v EU. Trong th trng tam gic ny, cc cng ty tr nn quan trng hn quc gia v quyn lc kinh t ca h vt qu bin gii quc gia, quc tch ca cng ty tr nn m nht. V d

nh hot ng ca Toyota hin nay, mc d phn ln c ng ca Toyota l ngi Nht v th trng quan trng nht ca Toyota l M nhng phn ln xe Toyota bn ti M c sn xut ti nh my ca M thuc s hu ca Toyota. Nh vy, quc tch ca Toyota b m i nhng i vi th trng M th r rng Toyota l nh sn xut mt s loi xe t v xe ti c cht lng cao. Logistics c vai tr quan trng trong vic ti u ha chu trnh lu chuyn ca sn xut kinh doanh t khu u vo nguyn vt liu, ph kin, ti sn phm cui cng n tay khch hng s dng. T thp nin 70 ca th k XX, lin tip cc cuc khng hong nng lng buc cc doanh nghip phi quan tm ti chi ph, c bit l chi ph vn chuyn. Trong nhiu giai on, li sut ngn hng cng cao khin cc doanh nghip c nhn thc su sc hn v vn, v vn b ng li do vic duy tr qu nhiu hng tn kho. Chnh trong giai on ny, cch thc ti u ha qu trnh sn xut, lu kho, vn chuyn hng ha c t ln hng u. V vi s tr gip ca cng ngh thng tin, logistics chnh l mt cng c c lc thc hin iu ny. Logistics h tr nh qun l ra quyt nh chnh xc trong hot ng sn xut kinh doanh : Trong qu trnh sn xut kinh doanh, nh qun l phi gii quyt nhiu bi ton hc ba v ngun nguyn liu cung ng, s lng v thi im hiu qu b sung ngun nguyn liu, phng tin v hnh trnh vn ti, a im, khi bi cha thnh phm, bn thnh phm, gii quyt nhng vn ny mt cch c hiu qu khng th thiu vai tr ca logistics v logistics cho php nh qun l kim sot v ra quyt nh chnh xc v cc vn nu trn gim ti a chi ph pht sinh m bo hiu qu trong hot ng sn xut kinh doanh. Logistics ng vai tr quan trng trong vic m bo yu t ng thi gian-a im (just in time) : Qu trnh ton cu ha kinh t lm cho hng ha v s vn ng ca chng phong ph v phc tp hn, i hi s qun l cht ch, t ra yu cu mi i vi dch v vn ti giao nhn. ng thi, trnh hng tn kho, doanh nghip phi lm sao lng hng tn kho lun l nh nht. Kt qu l hot ng lu thng ni ring v hot ng logistics ni ring phi m bo yu cu giao hng ng lc, kp thi, mt khc phi m bo mc tiu khng ch lng hng tn kho mc ti thiu. S pht trin mnh m ca tin hc cho php kt hp cht ch qu trnh cung ng, sn xut, lu kho hng ha, tiu th vi vn ti giao nhn, lm cho c qu trnh ny tr nn hiu qu hn, nhanh chng hn, nhng ng thi cng phc tp hn. II. Li ch ca dch v logistics: 1. Dch v logistics gp phn nng cao hiu qu qun l, gim thiu chi ph trong qu trnh sn xut, tng cng sc cnh tranh cho cc doanh nghip Theo thng k ca mt s t chc nghin cu v logistics cng nh Vin nghin cu logistics ca M cho bit, chi ph cho hot ng logistics chim ti khong 10-13% GDP cc nc pht trin, con s ny cc nc ang pht trin th cao hn khong 15-20%. Theo thng k ca mt nghin cu, hot ng logistics trn th trng Trung Quc tng trng vi tc bnh qun l 33%/1 nm v Brazil l 20%/1 nm. iu ny cho thy chi ph cho logistics l rt ln. V vy vi vic hnh thnh v pht trin dch v logistics l rt ln. V vy, vi vic hnh thnh v pht trin dch v logistics s gip cc doanh nghip cng nh ton b nn kinh t quc dn gim c chi ph trong chui logistics, lm cho qu trnh sn xut kinh doanh tinh gin hn v t hiu qu hn. Gim chi ph trong sn xut, qu trnh sn xut kinh doanh tinh gin, hiu qu sn xut kinh doanh c nng cao gp phn tng sc cnh tranh ca doanh nghip trn th trng. Thc t nhng nm qua ti cc nc Chu u, chi ph logistics gim xung rt nhiu v cn c xu hng gim na trong cc nm ti.

2. Dch v logistics c tc dng tit kim v gim chi ph trong hot ng lu thng phn phi Gi c hng ha trn th trng chnh bng gi c ni sn xut cng vi chi ph lu thng. Chi ph lu thng hng ha, ch yu l ph vn ti chim mt t l khng nh v l b phn cu thnh gi c hng ha trn th trng, c bit l hng ha trong bun bn quc t. Vn ti l yu t quan trng ca lu thng. C. Mc tng ni Lu thng c ngha l hnh trnh thc t ca hng ha trong khng gian c gii quyt bng vn ti. Vn ti c nhim v a hng ha n ni tiu dng v to kh nng thc hin gi tr v gi tr s dng ca hng ha. Trong bun bn quc t, chi ph vn ti chim t trng kh ln, theo s liu thng k ca UNCTAD th chi ph vn ti ng bin chim trung bnh 10-15% gi FOB, hay 8-9% gi CIF. M vn ti l yu t quan trng nht trong h thng logistics cho nn dch v logistics ngy cng hon thin v hin i s tit kim cho ph vn ti v cc chi ph khc pht sinh trong qu trnh lu thng dn n tit kim v gim chi ph lu thng. Nu tnh c chi ph vn ti, tng chi ph logistics (bao gm ng gi, lu kho, vn ti, qun l, ) c tnh chim ti 20% tng chi ph sn xut cc nc pht trin, trong khi nu ch tnh ring chi ph vn ti c th chim ti 40% gi tr xut khu ca mt s nc khng c ng b bin. 3. Dch v logistics gp phn gia tng gi tr kinh doanh ca cc doanh nghip vn ti giao nhn Dch v logistics l loi hnh dch v c quy m m rng v phc tp hn nhiu so vi hot ng vn ti giao nhn thun ty. Trc kia, ngi kinh doanh dch v vn ti giao nhn ch cung cp cho khch hng nhng dch v n gin, thun ty v n l. Ngy nay, do s pht trin ca sn xut, lu thng, cc chi tit ca mt sn phm c th do nhiu quc gia cung ng v ngc li mt loi sn phm ca doanh nghip c th tiu th ti nhiu quc gia, nhiu th trng khc nhau, v vy dch v m khch hng yu cu t ngi kinh doanh vn ti giao nhn phi a dng v phong ph. Ngi vn ti giao nhn ngy nay trin khai cung cp cc dch v nhm p ng yu cu thc t ca khch hng. H tr thnh ngi cung cp dch v logistics (logistics service provider). R rng, dch v logistics gp phn lm gia tng gi tr kinh doanh ca cc doanh nghip vn ti giao nhn. Theo kinh nghim nhng nc pht trin cho thy, thng qua vic s dng dch v logistics trn gi, cc doanh nghip sn xut c th rt ngn thi gian t lc nhn n hng cho n lc giao sn phm cho khch hng t 5-6 thng xung cn 2 thng. Kinh doanh dch v ny c t sut li nhun cao gp 3-4 ln sn xut v gp t 1-2 ln cc dch v ngoi thng khc. 4. Logistics pht trin gp phn m rng th trng trong bun bn quc t. Sn xut c mc ch l phc v tiu dng, cho nn trong sn xut kinh doanh, vn th trng lun l vn quan trng v lun c cc nh sn xut v kinh doanh quan tm. Cc nh sn xut kinh doanh mun chim lnh v m rng th trng cho sn phm ca mnh phi cn s h tr ca dch v logistics. Dch v logistics c tc dng nh chic cu ni trong vic chuyn dch hng ha trn cc tuyn ng mi n cc th trng mi ng yu cu v thi gian v a im t ra. Dch v logistics pht trin c tc dng rt ln trong vic khai thc v m rng th trng kinh doanh cho cc doanh nghip. 5. Dch v logistics pht trin gp phn gim chi ph, hon thin v tiu chun ha chng t trong kinh doanh quc t Thc tin, mt giao dch trong bun bn quc t thng phi tiu tn cc loi giy t, chng t. Theo c tnh ca Lin Hp Quc, chi ph v giy t phc v mi mt giao dch thng mi trn th gii hng nm

 vt qu 420 t USD. Theo tnh ton ca cc chuyn gia, ring cc loi giy t, chng t rm r hng nm khon chi ph tiu tn cho n cng chim ti hn 10% kim ngch mu dch quc t, nh hng rt ln ti cc hot ng bun bn quc t. Logistics cung cp cc dch v a dng trn gi c tc dng gim rt nhiu cc chi ph cho giy t, chng t trong bun bn quc t. Dch v vn ti a phng thc do ngi kinh doanh dch v logistics cung cp loi b i rt nhiu chi ph cho giy t th tc, nng cp v chun ha chng t cng nh gim khi lng cng vic vn phng trong lu thng hng ha, t nng cao hiu qu bun bn quc t. Ngoi ra, cng vi vic pht trin logistics in t (electronic logistics) s to ra cuc cch mng trong dch v vn ti v logistics, chi ph cho giy t, chng t trong lu thng hng ha cng c gim ti mc ti a, cht lng dch v logistics ngy cng c nng cao s thu hp hn na cn tr v mt khng gian v thi gian trong dng lu chuyn nguyn vt liu v hng ha. Cc quc gia s xch li gn nhau hn trong hot ng sn xut v lu thng.