Cac Giai Phap Nham Nang Cao Chat Luong Dich Vu Giao Nhan Hang Hoa Bang Duong Bien Tai Cong Ty TNHH Giao Nhan Van Tai Giai Dieu Melody Logistics PDF

B GIO DC V O TO
TRNG I HC K THUT CNG NGH TP. HCM

KHOA QUN TR KINH DOANH
--------------
KHA LUN TT NGHIP

CC GII PHP NHM NNG CAO CHT LNG DCH V
GIAO NHN HNG HA BNG NG BIN TI CNG TY
TNHH GIAO NHN VN TI GIAI IU
(MELODY LOGISTICS)
Ngnh:
QUN TR KINH DOANH
Chuyn ngnh: QUN TR NGOI THNG
Ging vin hng dn
: ThS. TRN TH TRANG
Sinh vin thc hin
: MAI NGC TRM
MSSV: 0954010559
Lp: 09DQN1
TP. H Ch Minh, 7/2013
B GIO DC V O TO
TRNG I HC K THUT CNG NGH TP. HCM
KHOA QUN TR KINH DOANH
--------------
KHA LUN TT NGHIP

CC GII PHP NHM NNG CAO CHT LNG DCH V
GIAO NHN HNG HA BNG NG BIN TI CNG TY
TNHH GIAO NHN VN TI GIAI IU
(MELODY LOGISTICS)
Ngnh:
QUN TR KINH DOANH
Chuyn ngnh: QUN TR NGOI THNG
Ging vin hng dn
: ThS. TRN TH TRANG
Sinh vin thc hin
: MAI NGC TRM
MSSV: 0954010559
Lp: 09DQN1
TP. H Ch Minh, 7/2013
Thnh cng ch n khi bn lm vic tn tm v lun ngh n

nhng iu tt p
A. Schwarzenegger
LI CAM OAN
Em xin cam oan:
1. Nhng ni dung trong bo co ny l do em thc hin di s hng dn
trc tip ca ThS. Trn Th Trang.
2. Cc s liu, t liu s dng trong kha lun ny c thu thp t ngun
thng tin thc t c cng b trn bo co ca cc c quan nh nc, ca
cng ty Melody Logistics; c ng ti trn cc tp ch chuyn ngnh, sch
bo,...
3. Cc gii php l do bn thn em rt ra t qu trnh nghin cu l lun v
thc tin hot ng ti cng ty Melody Logistics.
4. Cc s liu v kt lun nghin cu trong bi bo co ny cha tng c
cng b cc nghin cu khc.
Mi sao chp khng hp l, vi phm quy ch o to, hay gian tr, em xin chu
hon ton trch nhim.
TP. H Ch Minh, ngy thng nm 2013
Tc gi
Mai Ngc Trm
Hy thnh thc vi cng vic, vi li ni, v vi bn b ca bn

Henry David Thoreau
LI CM N
Mi ngy no cn b ng bc chn vo ging ng i hc th gi em
l mt sinh vin nm cui hon thnh lun vn tt nghip. C c bi lm ny
ngoi s n lc phn u ca bn thn th em khng th no qun s quan tm v
gip tn tnh t nhng ngi h tr mnh. y chnh l ngun ng vin rt
ln khin em cm thy v cng cm kch v trn trng. n qu nh k trng cy
em xin gi n mi ngi li cm n chn thnh nht.
u tin, em xin c gi li cm n qu thy c trng i hc K
thut cng ngh TP.HCM nhit tnh ging dy em trong sut thi gian qua.
Em xin dnh li cm n chn thnh n c Trn Th Trang ngi trc
tip hng dn em bi lun vn ny. Cm n c tn tnh truyn t, gp cho
em khng ch nhng kin thc chuyn mn m cn l c kinh nghim lm vic,
kinh nghim sng qu gi.
Xin cm n ng Trn Quang Bu Gim c cng ty Melody Logistics
to iu kin cho em c c hi thc tp ti cng ty. Cm n tt c cc anh ch
trong cng ty nhit tnh gip , hng dn em c lm vic trong mt
mi trng chuyn nghip v thn thin nht.
Cui cng, em xin dnh s tri n su sc ti gia nh, bn b v tt c nhng
ngi lun yu thng, gip , gp kin em c th hon thnh ti ny.
Xin trn trng cm n!
Sinh vin thc hin
Mai Ngc Trm

Ti cha bao gi gp mt ngi no m ti khng tm thy ni h mt ci g
ng cho ti hc hi
Afred de Vigny
Kha lun tt nghip
GVHD: THS. TRN TH TRANG
MC LC
M U .....................................................................................................................1
Chng 1: C S L LUN.....................................................................................4
1.1. Dch v ..........................................................................................................4
1.1.1. Khi nim dch v ..................................................................................4
1.1.2. c im ca dch v .............................................................................5
1.2. Dch v giao nhn .........................................................................................6
1.2.1. Khi nim dch v giao nhn..................................................................6
1.2.2. c im ca dch v giao nhn ............................................................7
1.2.3. Phm vi hot ng ca dch v giao nhn..............................................8
1.2.4. Vai tr ca dch v giao nhn.................................................................9
1.3. Cht lng ...................................................................................................10
1.3.1. Khi nim cht lng ...........................................................................10
1.3.2. c im ca cht lng ......................................................................10
1.4. Cht lng dch v ......................................................................................11
1.4.1. Khi nim cht lng dch v ..............................................................11
1.4.2. M hnh nh gi cht lng dch v thng s dng ........................11
1.4.3. Mi quan h cht lng dch v v s tha mn ca khch hng .......13
KT LUN CHNG 1 .........................................................................................15
Chng 2: THC TRNG CHT LNG DCH V GIAO NHN TI CNG
TY MELODY LOGISTICS ......................................................................................16
2.1. Tng quan v cng ty Melody Logistics .....................................................16
2.1.1. Gii thiu cng ty .................................................................................16
2.1.2. C cu t chc ......................................................................................18
2.1.3. Kt qu hot ng kinh doanh ca cng ty trong 3 nm (2010 2012) ..
..............................................................................................................22
2.2. Phn tch thc trng cht lng dch v giao nhn ca cng ty Melody
Logistics...............................................................................................................25
SVTH: MAI NGC TRM
Lp 09DQN1
Kha lun tt nghip
2.2.1. Cc yu t nh hng ti cht lng dch v giao nhn ti cng ty

Melody Logistic ..............................................................................................25
2.2.2. nh gi da trn cm nhn ca khch hng theo 5 tiu thc RATER...
..............................................................................................................29
2.2.3. nh gi cht lng dch v qua mt s ch tiu nh lng ..............42
2.2.4. Phn tch cc bin php duy tr cht lng dch v giao nhn ti cng
ty hin nay .......................................................................................................45
2.3. Nhn xt v u v nhc im ca cht lng dch v giao nhn ti cng
ty Melody Logistics .............................................................................................49
2.3.1. u im ................................................................................................49
2.3.2. Hn ch .................................................................................................50
KT LUN CHNG 2 .........................................................................................53
Chng 3: GII PHP NHM NNG CAO CHT LNG DCH V GIAO
NHN TI CNG TY MELODY LOGISTICS .....................................................54
3.1. Mt s gii php nhm nng cao cht lng dch v giao nhn ti cng ty
Melody Logistics .................................................................................................54
3.1.1. Gii php v nhn s ............................................................................54
3.1.2. Gii php v cng tc o to ..............................................................57
3.1.3. Gii php v c s vt cht, trang thit b v cng ngh, h thng thng
tin
..............................................................................................................65
3.2. Kin ngh .....................................................................................................68

KT LUN CHNG 3 .........................................................................................71
KT LUN CHUNG................................................................................................72
TI LIU THAM KHO.........................................................................................73
PH LC A ..............................................................................................................75
PH LC B ..............................................................................................................82
SVTH: MAI NGC TRM
ii
Lp 09DQN1
Kha lun tt nghip
DANH MC CC T VIT TT
STT
1
Tn vit tt
AFFA
Ngha
Asean Federation of Forwarders Associations
(Lin on cc Hip hi giao nhn Asean)
B/L
Bill of Lading: Vn n ng bin
CIF
Cost, Insurance and Freight: Chi ph, Bo him v

Cc
CLDV
Cht lng dch v
DIS
The Draft International Standards- D tho Tiu

chun Quc t
ESCAP
Economic and Social Commission for Asia and the

Pacific (y ban Kinh t X hi chu Thi Bnh
Dng Lin Hip Quc)
FCL
Full container load: Hng nguyn container
FIATA
The International Federation of Freight

Forwarders Associations: Lin on cc hip hi
giao nhn quc t
FOB
Free On Board: Min trch nhim Trn Boong tu

ni i / Giao ln tu
10
GDP
Gross Domestic Product: Tng sn phm quc ni
11
GNP
Gross National Product: Tng sn phm quc dn
12
IMF
International Monetary Fund: Qu tin t Quc t
13
ISO
International Organization for Standardization: T

chc Quc t v Tiu chun ha
SVTH: MAI NGC TRM
iii
Lp 09DQN1
Kha lun tt nghip
14
L/C
Letter of Credit: Tn dng th
15
LCL
Less than container: Hng l, t hn 1 container
16
MELODY
Melody Logistics Transportation Company Limited
LOGISTICS
(Cng ty Trch nhim hu hn Giao nhn Vn ti

Giai iu)
17
RATER
Reliability Assurance Tangibles Empathy

Responsiveness: tin cy - S m bo - iu
kin hu hnh - S thu cm - p ng
18
SERVQUAL
Service quality: Cht lng dch v (CLDV)
19
TP.HCM
Thnh ph H Ch Minh
20
WTO
World Trade Organnization: T chc Thng mi

Th gii
SVTH: MAI NGC TRM
iv
Lp 09DQN1
Kha lun tt nghip

Trang
Danh sch bng
Bng 2.1: Kt qu hot ng kinh doanh ca cng ty Melody Logistics

giai on 3 nm 2010-2012 ....................................................................................... 22
Bng 2.2: Bng thng k tin cy ......................................................................... 30
Bng 2.3: Bng thng k s m bo ....................................................................... 33
Bng 2.4: Bng thng k tnh hu hnh .................................................................... 36
Bng 2.5: Bng thng k s thu cm ...................................................................... 38
Bng 2.6: Bng thng k s phn hi ....................................................................... 40
Bng 2.7: Bng thng k nh gi mc hi lng chung ...................................... 41
Bng 2.8: Mt s ch tiu v lng khch hng ca cng ty giai on 3 nm 2010
2012 .......................................................................................................................... 43
Bng 2.9: T l giao hng ng hn, an ton (2010 2012) ..................................... 44
Bng 3.1: S lng trang thit b vn phng cng ty Melody Logistics .................. 48
Danh sch biu
Biu 2.1: Kt qu hot ng kinh doanh nm 2010 2012 ................................ 22
Biu 2.2: T l giao hng ng hn, an ton ........................................................ 45
Danh sch s
S 2.1: C cu t chc cng ty ............................................................................ 18
Danh sch hnh nh
Hnh 2.1: Logo cng ty Giao nhn vn ti Melody Logistics ................................... 16
SVTH: MAI NGC TRM
Lp 09DQN1
Kha lun tt nghip
M U
1. Tnh cp thit ca ti:
Vit Nam ngy cng hi nhp su rng vo nn kinh t th gii, giao thng
gia nc ta vi cc nc ngy cng pht trin mnh dn n nhu cu v dch v
giao nhn hng ha xut nhp khu cng khng ngng tng ln. Theo thng k ca
B Cng thng nm 2012, th trng vn ti giao nhn hin ti ca c nc hin
ang v cng si ng vi hn 1000 doanh nghip kinh doanh dch v giao nhn
vn ti. Trong bao gm mt s cc cng ty ln, cn li a phn (khong 80%) l
cc cng ty nh vi thi gian hot ng bnh qun 4-5 nm, vn ng k bnh qun
1,5 t ng, khi lng dch v giao nhn hng ha bng ng bin ng vai tr
ch cht trong danh mc dch v ca cc cng ty (khong 90% khi lng hng ha
xut nhp khu c chuyn bng ng bin).
Th trng ngy cng m rng v quy m, m ra nhiu c hi kinh doanh mi
cho cc doanh nghip ni chung v cc cng ty kinh doanh dch v giao nhn ni
ring nhng cng ng thi cha ng nhiu kh khn v th thch. Trong nn
kinh t th trng, s cnh tranh gia cc ngnh, cc lnh vc, cc doanh nghip
din ra ht sc gay gt, ngnh vn ti giao nhn cng khng trnh khi quy lut
chung . Cng nh cc doanh nghip khc, gi c v cht lng dch v (CLDV)
l hai yu t quan trng nht quyt nh s thnh bi ca doanh nghip kinh doanh
dch v giao nhn. Tuy nhin, thc trng l cc cng ty giao nhn Vit Nam
thng coi trng gi c v dng n thu ht khch hng, trong khi h vn cha c
s u t v quan tm ng mc v CLDV. Hn na, Vit Nam ngy cng hi nhp
su vo quc t, nhu cu xut nhp khu ngy cng tng, khch hng cng c nhiu
s la chn cng cn nhc su sc hn vi quyt nh mua v kh tnh hn vi
CLDV. V th, cc doanh nghip mun tn ti v pht trin th vic nng cao cht
lng dch v cung cp c xem l bin php hu hiu hn c.
SVTH: MAI NGC TRM
Lp 09DQN1
Kha lun tt nghip
2. Mc ch nghin cu: Chuyn ny tp trung nghin cu cc gii php nhm

nng cao cht lng dch v giao nhn ca cng ty Melody Logistics
3. Nhim v nghin cu: T thc trng cht lng dch v giao nhn ca cng ty
Melody Logistics, phn tch, nh gi, tm ra cc yu t nh hng tc ng. T
xut cc gii php nng cao cht lng dch v giao nhn ca cng ty.
4. Phng php nghin cu:
Chuyn ny s dng cc phng php nghin cu c bn nh phng php
phn tch d liu, tng hp thng k v so snh. Ngoi ra cn p dng phng php
thc t, thc nghim thng qua qu trnh thc tp ti cng ty, qua kho st cc
khch hng ca cng ty v cht lng dch v giao nhn ti cng ty. Trong qu trnh
nghin cu, ty tng thi im v ni dung m cc phng php ny c s dng
linh hot, kt hp hoc ring l gii quyt vn mt cch hiu qu nht.
Phng php phn tch d liu:
-
Da vo s liu thc t ca cng ty cung cp phn tch, nh gi cht
lng dch v giao nhn ca cng ty.

-
Da vo s liu tng hp c thng qua bng kho st khch hng phn
tch, nh gi v cht lng dch v giao nhn ca cng ty.

Phng php tng hp thng k v so snh: da vo cc s liu thu thp
c nh doanh thu, chi ph vn chuyn ca cc nm rt kinh nghim nhm
ng gp vo cc gii php nhm nng cao cht lng dch v giao nhn ti cng
ty.
Phng php phn tch thc t, thc nghim: l phng php da vo qu
trnh thc tp ti cng ty, i thc t ti cng Ct Li, Phc Long, lm vic vi
cc c quan hi quan tm hiu thm v cht lng dch v giao nhn ca cng ty,
phng vn khch hng ca cng ty qua bng kho st.
SVTH: MAI NGC TRM
Lp 09DQN1
Kha lun tt nghip
5. Phm vi v i tng nghin cu:

Tm hiu v thc trng cht lng dch v giao nhn ti cng ty Melody
Logistics, nh gi cht lng dch v ca cng ty thng qua qu trnh nghin cu
v s liu thu thp c t cng ty cng nh thng qua cc bng kho st khch
hng. Qua c th a ra nhng gii php nhm nng cao cht lng dch v giao
nhn ca cng ty.
6. Kt cu ti:
ti c bn gm 3 chng:
Chng 1: C s l lun
Chng 2: Thc trng cht lng dch v giao nhn ti cng ty Melody
Logistics
Chng 3: Gii php nhm nng cao cht lng dch v giao nhn ti cng
ty Melody Logistics
SVTH: MAI NGC TRM
Lp 09DQN1
Kha lun tt nghip
Chng 1: C S L LUN
1.1. Dch v:
1.1.1. Khi nim dch v:
Trong thc t i sng hng ngy, cc hot ng dch v lun din ra rt a
dng khp mi ni v khng ai c th ph nhn vai tr quan trng ca dch v
trong i sng x hi.
Thc t cho ti nay vn tn ti nhiu khi nim khc nhau v dch v:
Theo T in Bch khoa Vit Nam, dch v l nhng hot ng phc v
nhm tha mn nhu cu sn xut, kinh doanh v sinh hot. Do nhu cu trong thc
t i sng a dng v phn cng lao ng x hi nn c nhiu loi dch v nh
dch v phc v hot ng sn xut kinh doanh, dch v phc v sinh hot cng
cng (gio dc, y t, gii tr), dch v c nhn di hnh thc nhng dch v gia
nh Tu chung li, theo T in Bch khoa Vit Nam th quan nim v dch v
l nhng hot ng phc v.
Xt theo phm tr kinh t, dch v c hiu theo ngha rng hn bao gm
ton b nhng ngnh c tham gia ng gp vo GDP hoc GNP tr cc ngnh
cng nghip, nng nghip (bao gm c lm nghip, ng nghip). Nh vy, theo
cch tip cn ny th nhng ngnh nh vn ti, vin thng, bu in, thng mi,
ti chnh ngn hng, du lch u thuc lnh vc dch v. Thm vo , phm tr
kinh t cng coi dch v l sn phm ca lao ng x hi, c mua bn trao i
trn th trng. Nn sn xut x hi c chia thnh hai lnh vc ln, l sn
xut hng ho v sn xut dch v. Qu trnh to ra dch v chnh l qu trnh
tng tc gia ba yu t c bn gm khch hng ngi tip nhn dch v, c s
vt cht v nhn vin phc v. Ba yu t va k trn c quan h cht ch vi nhau
to thnh mt h thng m trong dch v l kt qu ca s tng tc trc tip
gia khch hng, nhn vin phc v v c s vt cht. Chng hn, dch v n ung
trong mt nh hng l kt qu ca s tc ng qua li gia khch hng, ngi
phc v, n thc ung v cc tin nghi khc nh bn gh, bt a ,
SVTH: MAI NGC TRM
Lp 09DQN1
Kha lun tt nghip
1.1.2. c im ca dch v:
Nhiu cng trnh nghin cu v cc bui hi tho ca cc t chc quc t
nh IMF, WTO v dch v nhm i n s thng nht v khi nim v phm vi
ca dch v, trn c s nh gi xu hng pht trin ca dch v. Tuy nhin,
hin vn cha c mt nh ngha thng nht v dch v. Cc nh nghin cu
thng tp trung tm ra nhng c trng ca sn phm hng ho v sn phm dch
v lm c s phn bit hng ho vi dch v, trong c nhng c im ni
bt sau:
+ Th nht, dch v ni chung mang tnh v hnh. Qu trnh sn xut hng
ho to ra nhng sn phm hu hnh c tnh cht c, l, ho hc nht nh, c tiu
chun c th v k thut v do c th sn xut theo tiu chun ho. Khc vi
hng ho, sn phm dch v khng tn ti di dng nhng vt phm c th v do
khng th xc nh cht lng dch v trc tip bng nhng ch tiu k thut
c lng ho. V vy, qun l cht lng dch v kh khn hn so vi qun l
cht lng hng ho. Do sn phm dch v l kt qu tng tc trc tip gia
khch hng, nhn vin phc v v tin nghi phc v nn cht lng dch v ph
thuc vo nng lc, trnh nghip v ca nhn vin phc v, nh gi ch quan
ca khch hng v tnh tin nghi ca trang thit b phc v. Cng mt loi dch v
v tin nghi phc v nhng nhn vin phc v khc nhau th CLDV cng khc
nhau, thm ch k c khi cng mt nhn vin phc v nhng mi khch hng li
c nhng nh gi khc nhau v CLDV.
+ Th hai, qu trnh sn xut cung ng dch v v tiu dng dch v din ra
ng thi trong khi nn kinh t hng ho, sn xut hng ho tch khi lu thng
v tiu dng. Hng ho c th c lu kho d tr, c th vn chuyn i ni khc
theo nhu cu ca th trng trong khi cung ng dch v phi gn lin vi tiu dng
dch v. Do sn xut v tiu dng dch v din ra ng thi nn khng th sn
xut dch v hng lot v lu tr trong kho sau mi tiu dng, v vy trong hot
ng dch v khng c hin tng tn kho hoc d tr sn phm dch v.
SVTH: MAI NGC TRM
Lp 09DQN1
Kha lun tt nghip
Hai im c trng nu trn nhm mc tiu phn bit sn phm dch v vi

sn phm hng ho, tuy nhin s phn bit ny cng ch mang tnh tng i.
Chng hn nh mt s loi hnh dch v khi kt thc qu trnh cung ng th em
li sn phm c hnh thi vt phm nh bn photocopy (dch v photocopy). S
khc bit mang tnh tng i gia dch v v hng ho l do dch v v hng ho
c mi quan h cht ch vi nhau. Qu trnh hnh thnh v pht trin dch v gn
lin vi s pht trin ca phn cng lao ng x hi v sn xut hng ho. Hin
nay khng c bt c hot ng dch v no din ra m khng c s hin din ca
hng ho bi v nhn vin phc v khng th cung ng dch v cho khch hng
nu khng c tin nghi phc v (c s vt cht).
1.2. Dch v giao nhn:
1.2.1. Khi nim dch v giao nhn:
c im ni bt v chuyn bit ca mu dch quc t l ngi mua v ngi
bn cch xa nhau, khng cng mt phm vi lnh th nn rt cn thit phi c vic
di chuyn hng ha do ngi vn ti m nhn. y l mt cng vic rt quan
trng, c tnh cht quyt nh bn mua bn t c mc ch kinh doanh ca
mnh.
Hin nay c rt nhiu khi nim v giao nhn:
Theo qui tc mu ca Lin on cc hip hi giao nhn quc t (FIATA),
dch v giao nhn c nh ngha nh l bt k loi dch v no lin quan n
vn chuyn, gom hng, lu kho, bc xp, ng gi hay phn phi hng ho cng
nh cc dch v t vn hay c lin quan n cc dch v trn, k c cc vn hi
quan, ti chnh, mua bo him, thanh ton, thu thp chng t lin quan n hng
ho.
Theo lut Thng Mi Vit Nam th dch v giao nhn hng ha l hnh vi
thng mi, theo ngi lm dch v giao nhn hng ha nhn hng t ngi gi,
t chc vn chuyn, lu kho, lu bi, lm cc th tc, giy t v cc dch v khc
SVTH: MAI NGC TRM
Lp 09DQN1
Kha lun tt nghip
c lin quan giao hng cho ngi nhn theo s u thc ca ch hng, ca ngi
vn ti hoc ca ngi giao nhn khc.
Giao nhn thng gn lin vi vn ti, nhng n khng ch n thun l vn
ti. Giao nhn mang mt ngha rng hn, l t chc vn ti, lo liu cho hng
ho c vn chuyn, ri bc xp, lu kho, chuyn ti, ng gi, th tc, chng
t,
1.2.2. c im ca dch v giao nhn:
Do cng l mt loi hnh dch v nn dch v giao nhn vn ti cng mang
nhng c im chung ca dch v, l n l hng ha v hnh nn khng c tiu
chun nh gi cht lng ng nht, khng th ct gi trong kho, sn xut v tiu
dng din ra ng thi, cht lng ca dch v ph thuc vo cm nhn ca ngi
c phc v.
Mc d vy, giao nhn vn ti vn c mt s c im ring nht nh:
Dch v giao nhn vn ti khng to ra sn phm vt cht, n ch lm cho i
tng thay i v tr v mt khng gian ch khng tc ng v mt k thut lm
thay i cc i tng .
Mang tnh th ng: l do dch v ny ph thuc rt nhiu vo nhu cu
ca khch hng, cc qui nh ca ngi vn chuyn, cc rng buc v lut php, th
ch ca chnh ph (nc xut khu, nc nhp khu, nc th ba).
Mang tnh thi v: Dch v giao nhn l dch v phc v cho hot ng xut
nhp khu nn n ph thuc rt ln vo lng hng ha xut nhp khu. Hot ng
xut nhp khu mang tnh cht thi v nn hot ng giao nhn cng chu nh
hng ca tnh thi v.
Ngoi nhng cng vic nh lm th tc, mi gii, lu cc, ngi lm dch v
giao nhn cn tin hnh cc dch v khc nh gom hng, chia hng, bc xp nn
hon thnh cng vic tt hay khng cn ph thuc nhiu vo c s vt cht k thut
v kinh nghim ca ngi giao nhn.
SVTH: MAI NGC TRM
Lp 09DQN1
Kha lun tt nghip
1.2.3. Phm vi hot ng ca dch v giao nhn:

i din cho ngi xut khu:
Ngi giao nhn vi nhng tho thun c th s gip khch hng ca mnh
(ngi xut khu) nhng cng vic sau:
-
La chn tuyn ng vn ti.
t/thu a im ng hng theo yu cu ca ngi vn ti.
Giao hng ho v cp cc chng t lin quan (Bin lai nhn hang The
Forwarder Certificate of Receipt hay Chng t vn ti The Forwarder Certificate

of Transport).
-
Nghin cu cc iu kin ca th tn dng (L/C) v cc vn bn lut php
ca chnh ph lin quan n vn chuyn hng ho ca nc xut khu, nc nhp

khu, k c cc quc gia chuyn ti (transit) hng ho, cng nh chun b cc chng
t cn thit.
-
ng gi hng ho (tr khi hng ho ng gi trc khi giao cho ngi
giao nhn).
-
T vn cho ngi xut khu v tm quan trng ca bo him hng ho
(nu c yu cu).
-
Chun b kho bao qun hng ho, cn o hng ho (nu cn).
Vn chuyn hng ho n cng, thc hin cc th tc v l ph khu vc
gim st hi quan, cng v, v giao hng ho cho ngi vn ti.

-
Nhn B/L t ngi vn ti, sau giao cho ngi xut khu.
Theo di qu trnh vn chuyn hng ho n cng ch bng cch lin h vi
ngi vn ti hoc i l ca ngi giao nhn nc ngoi.

-
Ghi ch v nhng mt mt, tn tht i vi hng ho (nu c).
Gip ngi xut khu trong vic khiu ni i vi nhng h hng, mt mt
hay tn tht ca hng ho.
SVTH: MAI NGC TRM
Lp 09DQN1
Kha lun tt nghip
i din cho ngi nhp khu:

Ngi giao nhn vi nhng tha thun c th s gip khch hng ca mnh
(ngi xut khu) nhng cng vic sau:
-
Theo di qu trnh vn chuyn hng ho trong trng hp ngi nhp khu
chu trch nhim v chi ph vn chuyn.

-
Nhn v kim tra tt c cc chng t lin quan n qu trnh vn chuyn
hng ho.
-
Nhn hng t ngi vn ti.
Chun b cc chng t v np cc l ph gim st hi quan, cng nh cc l
ph khc lin quan.

-
Chun b kho hng chuyn ti (nu cn thit)
Giao hng ho cho ngi nhp khu.
Gip ngi nhp khu trong vic khiu ni i vi nhng tn tht, mt mt
ca hng ho.
Cc dch v khc:
Ngoi cc dch v k trn, ngi giao nhn cn cung cp cc dch v khc theo
yu cu ca khch hng nh dch v gom hng, t vn cho khch hng v th trng
mi, tnh hung cnh tranh, chin lc xut khu, cc iu kin giao hng ph
hp,...
1.2.4. Vai tr ca dch v giao nhn:
Hin nay s trao i giao thng gia cc nc ngy cng pht trin, ng
li ng n ca chnh ph v ang khuyn khch cc cng ty trong nc xut
khu, do lng hng xut nhp khu ngy cng tng v chng loi ngy cng
phong ph hn, s lng cc cng ty ng k kinh doanh ngy cng nhiu. Bn
cnh , ngy cng c nhiu hp ng mua bn hng ha trong v ngoi nc c
k kt thc y nn kinh t pht trin, em li ngun ngoi t ln cho ngn sch nh
nc v s sng cn ca a s cc cng ty trong nc. Cng tc giao nhn hng ha
xut nhp khu l mt khu rt cn thit trong vic thc hin hp ng mua bn
SVTH: MAI NGC TRM
Lp 09DQN1
Kha lun tt nghip
gia ngi xut khu v ngi nhp khu, n gip cho hai bn c th thc hin
ng thi gian giao hng theo ng quy nh ca hp ng, ng thi cng gip
cho vic thng quan hng ha nhanh chng hn.
1.3. Cht lng:
1.3.1. Khi nim cht lng:
Cht lng l mt khi nim qu quen thuc vi loi ngi ngay t nhng thi
c i, ty theo i tng s dng, t "cht lng" c ngha khc nhau. Do con
ngi v nn vn ha trn th gii khc nhau, nn cch hiu ca h v cht lng
v m bo cht lng cng khc nhau.
Ni nh vy khng phi cht lng l mt khi nim qu tru tng n mc
ngi ta khng th i n mt cch din gii tng i thng nht, mc d s cn
lun lun thay i. T chc Quc t v Tiu chun ha ISO, trong d tho DIS
9000: 2000, a ra nh ngha sau: Cht lng l kh nng ca tp hp cc c
tnh ca mt sn phm, h thng hay qu trnh p ng cc yu cu ca khch
hng v cc bn c lin quan".
1.3.2. c im ca cht lng:
Cht lng c o bi s tha mn nhu cu. Nu mt sn phm v l do no
m khng c nhu cu chp nhn th phi b coi l c cht lng km cho d
trnh cng ngh ch to ra sn phm c th rt hin i. y l mt kt
lun then cht v l c s cc nh cht lng nh ra chnh sch, chin lc kinh
doanh ca mnh.
Do cht lng c o bi s tha mn nhu cu, m nhu cu lun lun bin
ng nn cht lng cng lun lun bin ng theo thi gian, khng gian, iu kin
s dng.
Khi nh gi cht lng ca mt i tng, ta phi xt n mi c tnh ca
i tng c lin quan n s tha mn nhng nhu cu c th. Cc nhu cu ny
SVTH: MAI NGC TRM
10
Lp 09DQN1
Kha lun tt nghip
khng ch t pha khch hng m cn t cc bn c lin quan, v d nh cc yu cu

mang tnh php ch, nhu cu ca cng ng x hi.
Cht lng khng phi ch l thuc tnh ca sn phm, hng ha m ta vn
hiu hng ngy. Cht lng c th p dng cho mt h thng, mt qu trnh.
1.4. Cht lng dch v:
1.4.1. Khi nim cht lng dch v:
Cht lng dch v l nhng g khch hng cm nhn c. CLDV c xc
nh da vo nhn thc hay cm nhn ca khch hng lin quan n nhu cu c
nhn ca h.
Theo Parasuraman, Zeithaml v Berry (1985) th CLDV l khi cm nhn ca
khch hng v mt dch v to giao ngang xng vi k vng trc ca h.
Cng theo Parasuraman th k vng trong CLDV l nhng mong mun ca khch
hng, ngha l h cm thy nh cung cp phi thc hin ch khng phi l s thc
hin cc yu cu v dch v.
Crolin v Tailor (1992) cho rng s hi lng ca khch hng nn nh gi
trong thi gian ngn, cn CLDV nn nh gi theo thi ca khch hng v dch
v trong khong thi gian di.
1.4.2. M hnh nh gi cht lng dch v thng s dng:
Cc m hnh nh gi CLDV hay s hi lng ca khch hng u xem dch v
l tp hp nhng thuc tnh r rng cng nh tim n ch khng l mt cu trc ri
rc. V cht lng dch v, thang o ph bin nht l SERVQUAL (service quality
cht lng dch v) do Zeithaml V. A. Parasuraman v L. Berry Leonard a ra m
sau ny d ghi nh cc tc gi trn gi l 5 tiu thc RATER (vit tt ca cc
ch ci u: tin cy S m bo iu kin hu hnh S thu cm p
ng: Reliability Assurance Tangibles Empathy Responsiveness):
tin cy (Reliability): Kh nng thc hin dch v ha hn mt cch
ng tin cy v chnh xc.
SVTH: MAI NGC TRM
11
Lp 09DQN1
Kha lun tt nghip
Thc hin ng nhng g cam kt vi khch hng.
Th hin s quan tm v gii quyt thu o cc vn ca khch hng.
Thc hin dch v ng ngay t u.
Thng bo cho khch hng bit r khi no dch v s c thc hin.
S m bo (Assurance): Kin thc v tc phong ca nhn vin phc v

cng nh kh nng gy lng tin v s tn nhim ca h.
-
S tin tng, tn nhim ca khch hng i vi nhn vin.
S an tm ca khch hng khi giao dch vi nhn vin.
S lch s, nh nhn ca nhn vin.
Trnh , kin thc ca nhn vin.
iu kin hu hnh (Tangibles): iu kin vt cht, thit b v hnh thc bn

ngoi ca nhn vin phc v.
-
Trang thit b hin i.
iu kin vt cht c hnh thc hp dn, li cun.
Nhn vin c trang phc gn gng, cn thn.
Hnh thc b ngoi ca iu kin vt cht ca doanh nghip ph hp vi lnh
vc dch v cung cp.

-
S thun tin v gi gic hot ng i vi khch hng.
S thu cm (Empathy): Quan tm, lu c nhn i vi tng khch hng.

-
Doanh nghip ch n tng c nhn khch hng.
Nhn vin th hin s quan tm c nhn i vi khch hng.
Hiu bit ca nhn vin v nhu cu c bit ca khch hng.
Doanh nghip xem li ch khch hng l trn ht.
p ng (Responsiveness): Sn lng gip khch hng v cung cp

dch v nhanh chng.
-
Cung cp dch v nhanh, ng hn.
S sn lng gip khch hng ca nhn vin.
Nhanh chng gii quyt cc yu cu ca khch hng.
SVTH: MAI NGC TRM
12
Lp 09DQN1
Kha lun tt nghip
1.4.3. Mi quan h cht lng dch v v s tha mn ca khch hng:

CLDV v s tha mn tuy l hai khi nim khc nhau nhng c lin h cht
ch vi nhau trong nghin cu v dch v (Parasuraman & ctg, 1988). Cc nghin
cu trc y cho thy CLDV l nguyn nhn dn n s tha mn (Vd: Cronin
& Taylor, 1992). L do l cht lng lin quan n vic cung cp dch v, cn s
tha mn ch nh gi c sau khi s dng dch v. Do , khi s dng dch v,
nu khch hng cm nhn c dch v c cht lng cao th h s tha mn vi
dch v . Ngc li, nu khch hng cm nhn dch v c cht lng thp th vic
khng hi lng s xut hin.
Khch hng c vai tr rt quan trng trong dch v. V vy, khi nh gi dch
v ngi ta thng cp n hai khi nim cht lng dch v v s hi lng
ca khch hng. Cc nh kinh doanh dch v thng ng nht hai khi nim ny.
Tuy nhin, theo cc nh nghin cu th y l hai khi nim khc nhau. CLDV ch
yu tp trung vo cc thnh phn c th ca dch v. Trong khi , s hi lng ca
khch hng l mt khi nim tng qut ni ln s tha mn ca h khi tiu dng
mt dch v.
Trong mt nh ngha khc, s hi lng ca khch hng vi mt sn phm hay
dch v l s yu thch trong vic nh gi ch quan ca c nhn v nhng kt qu
khc nhau v cc kinh nghim lin quan n vic s dng hay tiu dng sn
phm/dch v. nh gi v s hi lng, khch hng cn c cc kinh nghim v
dch v hoc ngi cung cp trong khi cm nhn v cht lng khng cn kinh
nghim ny. Phn ln cc nh nghin cu u ng rng nh gi l kt qu ca
mt qu trnh so snh. nh gi c da trn qu trnh nhn thc trong khch
hng so snh nhng mong i trc ca h v kt qu sn phm/dch v (hiu
qu ca sn phm/dch v v nhng thnh phn quan trng khc) vi nhng g h
thc s nhn c t sn phm/dch v. Khch hng s hi lng khi kt qu thc t
p ng hoc vt cc mong i ca h. Tng t, nu cc mong i cao hn kt
qu thc t th s dn n s khng hi lng.
SVTH: MAI NGC TRM
13
Lp 09DQN1
Kha lun tt nghip
Ngoi ra, s hi lng ca khch hng cn c th hnh thnh t nhng yu t c

hoc khng lin quan n cht lng nh nhu cu, cm nhn v s cng bng,
Ni chung trong hot ng dch v, d cp n kha cnh cht lng dch v hay
mc hi lng ca khch hng th yu cu t ra i vi nh qun l l lm sao rt
ngn khong cch gia k vng ca khch hng v kh nng p ng ca doanh
nghip.
SVTH: MAI NGC TRM
14
Lp 09DQN1
Kha lun tt nghip
KT LUN CHNG 1
Chng 1 trnh by nhng kin thc c bn v dch v, dch v giao nhn,
cht lng v CLDV, Phn trng tm m chng 1 hng ti l cc ni dung v
dch v giao nhn v CLDV. Bn cnh vic a ra m hnh nh gi CLDV vi
nhng tiu ch cn thit th ni dung chng cng nhn mnh n mi quan h gia
CLDV v s hi lng ca khch hng, gip ngi c hiu r hn v hot ng
kinh doanh dch v, CLDV ni chung v cht lng dch v giao nhn vn ti ni
ring ph thuc vo khong cch ca nhng mong i trc ca dch v vi
nhng g h thc s cm nhn c t dch v, cc nh kinh doanh dch v giao
nhn thnh cng l nhng ngi phi lm sao cng rt ngn khong cch gia k
vng ca khch hng v kh nng p ng thc s ca doanh nghip.
C th thy, mun c cc gii php nng cao CLDV hiu qu th trc tin cn
phi c nn tng t cc kin thc trn nh gi cht lng dch v giao nhn hin
ti ca doanh nghip. Vic nh gi ny c nh gi qua nhiu ngun khc nhau
v cc k quan trng i vi vic bo v v nng cao CLDV ca cng ty.
Cc kin thc c s l lun v cht lng dch v giao nhn c trnh by
chng 1 l c s phn tch thc trng cht lng dch v giao nhn. Sau y em
xin trnh by v thc trng cht lng dch v giao nhn ca cng ty Melody
Logistics trong chng 2 tip theo.
SVTH: MAI NGC TRM
15
Lp 09DQN1
Kha lun tt nghip
Chng 2: THC TRNG CHT LNG DCH V GIAO NHN TI

CNG TY MELODY LOGISTICS
2.1. Tng quan v cng ty Melody Logistics:
2.1.1. Gii thiu cng ty:
2.1.1.1. Qu trnh hnh thnh v pht trin ca cng ty:
K t khi i hi IV Ban chp hnh Trung ng ng ra chin lc pht
trin kinh t Vit Nam chuyn dn t sn xut hng ha thay th nhp khu sang
sn xut hng xut khu n nay gp phn gip cho tim nng pht trin kinh t
ca ngoi thng Vit Nam tng ln r rt, hng ha xut nhp khu ca Vit Nam
qua cc nm u tng trng vi tc kh quan. Cng vi s chuyn bin mnh
m ca nn kinh t l s xut hin hng lot cc cng ty dch v giao nhn quc t.
Cng ty TNHH Giao nhn vn ti Giai iu (gi tt l cng ty Melody Logistics) ra
i cng trong hon cnh .
Cng ty TNHH Giao nhn vn
ti Giai iu (Melody logistics) l
cng ty Trch Nhim Hu Hn
chuyn v dch v giao nhn hng ha
quc t v c S K Hoch u T
TP.HCM cp giy php hot ng
chnh thc hot ng vo thng 11-
Hnh 2.1: Logo cng ty Giao nhn
2009.
vn ti Melody Logistics
Sau y l mt s thng tin c

bn v cng ty:
Tn giao dch Ting Vit: Cng Ty TNHH Giao Nhn Vn Ti Giai iu
Tn giao dch quc t: Melody Logistics Transportation Company Limited
Ngy thnh lp: 27/11/2009
M s thu: 0309499306
Vn phng chnh: S 7 Nguyn Huy Tng, Phng 6, Qun Bnh Thnh,
TP.H Ch Minh
SVTH: MAI NGC TRM
16
Lp 09DQN1
Kha lun tt nghip

in thoi: (083) 551 1745

Fax: (083) 551 1675
E-mail: docs1@melodylogistics.com
Website: www.melodylogistics.com
Ch doanh nghip: Trn Quang Bu
Ngy u mi hot ng, Melody Logistics ch thc hin nhng nghip v n
gin l khai bo hi quan v mua bn cc. Sau tin ti lm i l (agent) thc
hin mt s cng vic do cc nh xut nhp khu y thc nh lp chng t lm th
tc hi quan, nhn hng, giao hng, xp d, lu kho, vn chuyn ni a... T ch
ch hot ng trong nc, lm th tc vi cc hng nhp v, dn dn cng ty m
rng hot ng phc v c hng xut khu, dnh ch ch hng trong vn ti quc t,
lu cc vi cc hng tu theo s y thc ca bn xut hoc nhp khu.
i cng vi s pht trin ca cng ty l vic thit lp quan h vi cc i l
nc ngoi, cc forwarder cng nh cc hng tu...
Lc mi thnh lp, cng ty gp phi v vn kh khn v cn rt nhiu n lc
ca nhng cn b i trc. hot ng c th vn ra ngoi lnh th th cn phi
thit lp mt h thng i l rng khp trn ton th gii. Do c im hng chuyn
ch i cc ni phi qua hai cng trung chuyn chnh l Hongkong v Singapore nn
cng ty phi i tm i l ban u ca mnh hai khu vc ny. Sau khi tm hiu, thu
thp thng tin, xc minh th cn b phi i cng tc thc t ri mi chnh thc
thit lp quan h i l. T li lin h vi cc i l ca h v gy dng mi
quan h t c kt qu l gn 100 i l ca mnh phn b hu ht cc cng
chnh trn ton th gii nh ngy nay.
2.1.1.2. Chc nng, ngnh ngh kinh doanh v mng li hot ng:
Chc nng:
Melody Logistics c thnh lp t thng 11 nm 2009 ti thnh ph H Ch
Minh, chc nng chnh l giao nhn vn chuyn hng ho quc t (LCL, FCL) bng
ng b, ng hng khng, ng bin. Cng ty hot ng vi vai tr l mt
Forwarder, hay cn gi l mt trung gian giao nhn ch khng ng ra trc tip vn
SVTH: MAI NGC TRM
17
Lp 09DQN1
Kha lun tt nghip
chuyn hng ha. Khng ch cung cp cc dch v giao nhn trong nc m cng ty
cn thc hin cc hot ng giao nhn hng ha quc t. Ngoi ra cng ty cn thc
hin dch v khai thu hi quan v cc cng tc phc v qu trnh th tc quy trnh
xut nhp khu.
Mng li kinh doanh:
L mt cng ty cn non tr trong th thng giao nhn vn ti, nhng qua hn
3 nm hot ng cng ty dn xc nh c v th ca mnh, cng ty thnh lp
c mt mng li giao nhn ti hu ht cc quc gia trn th gii. c bit l cc
quc gia nh: Trung Quc, i Loan, Singapore, Thi Lan, c, Nht Bn, M,
Hin ti cng ty k hp ng lin kt vi nhiu hng tu ln nh
EVERGREEN, MAERKS, CMA, VN AIRLINE, DHL... Dch v giao nhn quc t
bng ng bin ca cng ty c cc i tc nh gi l ng tin cy trn th
trng.
2.1.2. C cu t chc:
2.1.2.1. S c cu t chc:
Sau mt thi gian hot ng, cng ty c nhiu thay i v ang ngy cng
pht trin hn. Do qui m vn cn nh nn c cu t chc vn ang trong qu trnh
hon thin dn v c trnh by di dng s nh sau:
S 2.1: C cu t chc cng ty
Gim c
Phng
kinh
doanh
Phng
hng xut
SVTH: MAI NGC TRM
Phng
hng nhp
18
Phng k
ton
Lp 09DQN1
Kha lun tt nghip
2.1.2.2. Chc nng v nhim v ca cc b phn:

Gim c: Quyt nh phng hng k hoch, d n kinh doanh v cc ch
trng ln ca cng ty. Quyt nh v vic chuyn nhng, mua bn, cm c cc
loi ti sn c nh, quyt nh v vic tuyn dng, phn cng, s dng lao ng v
cc vn khc nh khen thng, k lut, tin lng.
Phng kinh doanh bn cc tu (Sales Department): y l b phn rt
quan trng v y chnh l ni mang li ngun thu nhp chnh cho cng ty, hot
ng sales mnh hay yu nh hng rt ln n li nhun cng ty. B phn ny
m nhn cng vic tip xc vi khch hng, tha thun gi cc v k hoch xut
hng c th, chu trch nhim trong ton b qu trnh t lc khi nhn l hng lm
th tc hi quan cho ti khi hon tt v m bo l hng c xp ng tu, ng
chuyn.
Nhim v c th:
-
Pht trin khch hng mi: tm thng tin t tt c cc ngun nh mng
Internet, nhng trang vng in thoi, ra ca khu, hi quan, i sale ngoi...

-
Qung b, pht trin hnh nh ca cng ty n cc khch hng tim nng;
Thng xuyn quan h, gi lin lc vi khch hng hin ti v ni li quan
h vi cc khch hng trc y tm ngun hng...

-
Bo gi + chm sc khch hng qua mail, in thoi, gp trc tip...
Chuyn cc n hng v cho phng hng nhp hoc xut; h tr lm chng
t, th tc; thng bo tnh trng l hng ti khch...

Phng hng xut:
-
B phn chng t: Lm vn n, chun b chng t lm th tc hi quan
(nh lm t khai, chng nhn xut x hng ha C/O, kim dch, hun trng...); lin
h vi khch hng hon thin chng t; thc hin khai bo hi quan, dch v
kim dch, hun trng...
SVTH: MAI NGC TRM
19
Lp 09DQN1
Kha lun tt nghip

-
B phn tin tc:

o Cung cp gi cc vn ti, cc ng bin cho i Sales trn c s
gi bn gc m cc shipping lines (hng tu) cung cp, tn shipping lines,
transit time (thi gian chuyn ti);
o Kim tra gi cc v m phn gi cc vi cc shipping line, air
cargo agent (i l hng khng); lp bng so snh gi cc v dch v ca
cc lines;
o Gom hng l ng cont., trao i hng gia cc forwarder vi
nhau;
o Thng bo tin l hng ti khch bao gm cc thng tin cn bn
nh: Tn khch hng, s HBL (s vn n House Bill), s kin s khi, tn
tu ni chng 2, ngy d kin n cng n; x l cc vn pht sinh;
o Giao dch vi cc i l nc ngoi; ton b cc l hng xut u
phi lm thng bo cho i l ti a im chuyn ti (Hong
Kong/Singapore) hoc cng n...
B phn giao nhn: (Operation hay cn gi l OP) l b phn trc tip cung
cp dch v giao nhn cho khch hng. Thc hin cc th tc v nghip v giao
nhn hng ha xut nhp khu t khu ng k t khai n thanh l v lu tr cc
chng t.
Phng hng nhp: gm hai b phn l chng t th tc v tin tc, hot ng
theo hai chc nng chnh sau:
-
Lm i l: Nhn hng t cc i l khp ni trn th gii gi v qua cc
hng tu:
o B phn hng nhp s lo kim sot hng gi v, lm Arrive notes
(giy bo hng n) fax cho khch hng ri gi in thoi xc nhn.
o Lin tc thng tin giao dch vi i l ly c hng v...
-
Lm dch v:
o Dch v chng t xut nhp khu, thng quan: lm chng t chuyn
sang cho nhn vin lm thng quan cng, ca khu.
SVTH: MAI NGC TRM
20
Lp 09DQN1
Kha lun tt nghip
o Tng hp gi th trng t i l, hng tu, dch v vn chuyn ni

a...
o Bo gi v t vn cho khch hng.
o Cp nht thng tin v l hng cho khch, thay mt ngi nhn hng
gim st qu trnh vn ti hng ha khi ngi nhn hng lo vic vn ti.
o Thu xp vic lu kho, giao hng lm th tc thng quan.
-
B phn giao nhn: (Operation hay cn gi l OP) l b phn trc tip cung
cp dch v giao nhn cho khch hng. Thc hin cc th tc v nghip v giao
nhn hng ha xut nhp khu t khu ng k t khai n thanh l v lu tr cc
chng t.
B phn k ton Nhn s:
K ton:
-
Chu s ch o trc tip ca Gim c trc cc cng vic k ton
Chu trch nhim v cc khon chi ca Cng ty v cc khon thu t khch
hng.
-
Theo di s sch k ton v cc giy bo n (Debit Note) ca cc i l
nc ngoi v khch hng, lm k ton, kim ton cc ngun vn, cc ti khon,

cc ngun ti chnh.
-
Nhn v kim tra chng t: tng ph, gi bn, iu kin thanh ton, i
tng xut ha n (trong nc hay ngoi nc).

-
Thc hin cc nhim v vi nh nc nh: ng thu, bo co ti chnh

Nhn s:
Qun l v nhn s, lng bng, khen thng, theo di bt cn b
Thc hin cc hp ng thu mn lao ng, nh xng, thit b cng tc,
mua vn phng phm

-
m nhim vic t chc cc cc bui hp, lin hoan, tip khch
SVTH: MAI NGC TRM
21
Lp 09DQN1
Kha lun tt nghip
2.1.3. Kt qu hot ng kinh doanh ca cng ty trong 3 nm (2010

2012):
Trong giai on 3 nm gn y, hot ng kinh doanh ca cng ty Melody
Logistics c rt nhiu bin i v t c nhng thnh qu nht nh. Sau y
l mt vi ch tiu ch yu:
Bng 2.1: Kt qu hot ng kinh doanh ca cng ty Melody Logistics
giai on 3 nm 2010-2012
(n v: Triu ng, %)
2011/2010
2010
2011
2012
Tuyt i
2012/2011
Tng
Tng
Tuyt i
i
i
Doanh thu
thun v
bn hng
3.681,780 4.870,740 7.327,854 1.188,960 32,293 2.457,114 50,446
v cung
cp dch
v
Tng chi
ph
2.587,320 2.810,120 3.071,210 222,800
8,611
Tng li
nhun
1.094,460 2.060,620 4.256,644 966,160
88,277 2.196,024 106,571
261,090
9,291
(Ngun: Bo co kt qu kinh doanh cng ty Melody Logistics t 2010 2012)
Biu 2.1: Kt qu hot ng kinh doanh (2010 - 2012)
triu ng
8000
Doanh thu thun v bn

hng v cung cp dch v
6000
Tng chi ph
4000
2000
Tng li nhun
0
2010
SVTH: MAI NGC TRM
2011
2012
22
Lp 09DQN1
Kha lun tt nghip
Qua s liu bo co bng 2.1 cho thy tnh hnh hot ng kinh doanh ca
cng ty Melody Logistics phn nh c s pht trin khng ngng theo hng
tch cc ca cng ty qua tng giai on. Mc d tnh hnh kinh t trong nhng nm
gn y khng n nh, c bit l khng hong kinh t nm 2011 tc ng ln
n tnh hnh kinh t trong v ngoi nc nhng vi mt cng ty c nhiu n lc
nh Melody Logistics th mi kh khn u c cng ty tng bc vt qua
khng nh bn thn mnh trong lng khch hng. Cc ch tiu v kt qu hot ng
kinh doanh u tng qua cc nm, c th l:
So snh kt qu kinh doanh ca nm 2011 so vi nm 2010
-
Tng doanh thu:

Tng doanh thu nm 2011 so vi nm 2010 tng 32,293% t gi tr l
1.118,896 triu ng. Nguyn nhn l do s tng mnh doanh thu t phng hng
nhp, kim m giao nhn,
-
Tng chi ph:

Chi ph nm 2011 so vi chi ph nm 2010 tng 8,611% tng ng vi gi
tr tng l 222,8 triu ng. Thi gian ny, cng ty ang ch trng mua sm thm
trang thit b v bt u ch trng nhiu vo cng tc u t qun l.
-
Tng li nhun:
Do c c nhiu hp ng t cc mi quan h thn quen v uy tn trong
ngnh, doanh thu cng ty tng kh cao dn n li nhun cng tng ln n

88,277% tng ng 966,16 triu ng. t c kt qu trn l do cng ty lun
n lc phn u khng ngng, cc nhn vin c thi lm vic ht sc tch cc v
ch ng. Nm 2011 l mt thi im kh khn ca nn kinh t th gii, song thc
t s tc ng ny cha nhiu v su nn c bn khng nh hng nhiu n hot
ng giao nhn ca Vit Nam ni chung v cng ty Melody Logistics ni ring.
So snh kt qu kinh doanh ca nm 2012 so vi nm 2011
Tng doanh thu:

Nm 2012 l nm m cng ty t c doanh thu cao nht trong tt c cc nm
hot ng kinh doanh ca mnh, doanh thu so vi nm 2011 tng mnh n

SVTH: MAI NGC TRM
23
Lp 09DQN1
Kha lun tt nghip
50,446% tng ng gi tr 2.457,144 triu ng. y l nm m cng ty u t

mnh vo hng LCL v t c doanh thu ln t . Ngoi ra, trong nm 2012
cng ty cng c mt quyt nh ht sc ng n l di tr s kinh doanh t a ch
83/10A Nguyn Thng Hin, phng 5 qun Bnh Thnh sang a ch mi s 7,
Nguyn Huy Tng, Phng 6, qun Bnh Thnh. a ch c nm su trong hm
nn gy kh khn cho khch hng v nhn vin, chnh vic di a im ny lm
cho khch hng d dng trong vic tm n cng ty giao dch v k kt hp ng.
Bn cnh , khi lng giao dch cng tng ln r rt do thnh ph H Ch Minh
l th trng logistics ln nht c nc, vic kinh doanh uy tn cng vi thi lm
vic hiu qu, chuyn nghip gip cng ty tranh th c nhiu s ng h ca
bn b Fowarder cng nh cc khch hng trc tip, dn n doanh thu tng trng
nh trn.
-
Tng chi ph:

Bn cnh vic tng doanh thu th chi ph ca cng ty cng tng, c th so vi
nm 2011 th chi ph nm 2012 tng 9,291% tng ng gi tr 261,090 triu

ng. Chi ph ca cng ty tip tc tng do cng ty thc hin vic di di tr s, mua
sm thm nhiu trang thit b v u t qun l nhiu hn, ng thi ch trng hn
trong vic nng cao cht lng i sng nhn vin.
-
Tng li nhun:
Do qu trnh hot ng kinh doanh c hiu qu nn t sut li nhun ca cng
ty tng cao, c th nm 2012 so vi nm 2011 tng 106,571% tng ng gi tr

2.196,024 triu ng. Con s ny phn nh tnh hnh thc t l hot ng kinh
doanh ca cng ty ngy cng pht trin v t hiu qu cao dn qua tng nm, kh
nng sinh li nm sau cao hn nm trc. iu ny chng t Melody Logistics
xc nh c v tr ca mnh trn th trng kinh doanh dch v giao nhn vn ti,
xy dng c mng li khch hng n nh lm tin pht trin cho nhng
nm sau, ngy cng nhn c s tn nhim ca ng o khch hng trong v
ngoi nc.
SVTH: MAI NGC TRM
24
Lp 09DQN1
Kha lun tt nghip
2.2. Phn tch thc trng cht lng dch v giao nhn ca cng ty Melody
Logistics:
2.2.1. Cc yu t nh hng ti cht lng dch v giao nhn ti cng ty
Melody Logistic:
2.2.1.1. Cc yu t bn ngoi:
2.2.1.1.1. Mi trng kinh doanh giao nhn vn ti trong v ngoi
nc:
Cng ty Melody Logistics hot ng chnh trong lnh vc giao nhn hng ha
quc t. u nhng nm 1990, Vit Nam ch c mt vi cng ty giao nhn quc
doanh cn cc cng ty ln ch yu l cc hng logistics c qui m ton cu. Do
Lut php ca Vit Nam vn cn cha hon thin nn cc doanh nghip nc ngoi
tranh th nhy vo lnh vc ny mt cch hp php. C Lut Thng mi v
Ngh nh u khng c nh ngha v Logistics nn cc doanh nghip nc ngoi
li dng xin ng k kinh doanh Logistics bng 100% vn ca h ch khng phi
xin kinh doanh dch v giao nhn. Mc cnh tranh ngy cng tng cng vi mc
hi nhp ngy cng su rng ca kinh t Vit Nam vi nn kinh t th gii. Giao
lu thng mi quc t din ra ngy cng mnh m khin cho cc cng ty giao nhn
ca Vit Nam pht trin t v s lng. Hin nay c n hng ngn cng ty hot
ng trn khp c nc nhng qui m li rt nh v manh mn. Nghip v ch yu
ca cc cng ty trong nc l khai thu hi quan, mua bn cc ng bin ng
khng, dch v vn chuyn ni a... Rt t cng ty c th m nhn c ton b
qui trnh khp kn cho dch v logistics t kho ca ngi bn n kho ca ngi
nhn hng. Hu nh cc hp ng ln v giao nhn u ri vo tay cc cng ty ton
cu, khng ch do h c tn tui, tim lc, c kh nng m nhim ton b chui
cung ng... m cn do c thi quen ca cc doanh nghip xut nhp khu trong
nc. ng l phi thc hin theo phng thc mua FOB, bn CIF th h li chp
nhn xut khu theo iu khon FOB v nhp khu theo iu khon CIF. Chnh
phng thc ny khin cho cc cng ty nc ngoi c quyn chi phi vic chn la
thu cng ty logistics no v lm cho phn ln cc hp ng giao nhn ri vo tay
SVTH: MAI NGC TRM
25
Lp 09DQN1
Kha lun tt nghip
cc tp on nc ngoi. tn ti c trong mi trng cnh tranh y, bt buc

cc cng ty logistics trong nc cn phi c bit ch trng n cht lng dch v
ca mnh v khng phi lc no gi c cng c t ln hng u.
Khng ch kinh doanh trong mt mi trng cnh tranh ngy cng quyt lit
nh vy m cc cng ty giao nhn trong nc cn phi i mt vi tnh hnh th
trng bin ng khng ngng. V d in hnh nht chnh l cuc khng hong
kinh t th gii ang din ra v c nh hng n ton b nn kinh t ni chung v
trc tip n kim ngch xut nhp khu ni ring. M iu cng ni ln rng
kinh doanh dch v giao nhn vn ti s phi i mt vi rt nhiu kh khn trong
thi gian ti, nu khng c cc gii php nng cao cht lng dch v th cng ty s
ch dm chn ti ch hoc tht li so vi cc i th.
2.2.1.1.2. c im khch hng:
Do hot ng trong lnh vc logistics nn i tng khch hng ca cng ty
rt rng. Ngoi khch hng chnh l nhng doanh nghip xut nhp khu, cng ty
cn c th phc v ngay c nhng cng ty ch c nhu cu vn chuyn ni a.
Tuy nhin, thc t th cng ty mi ch c nhng khch hng nh l, khi lng
hng i mt ln khng nhiu v cng t i tc c hng thng xuyn. Ch yu
hng ca cng ty l th cng m ngh xut i nc ngoi nh gm s, my
tre an v hng thc phm. Khch hng c th l cc doanh nghip hoc khch hng
c nhn (ca hng, khng c t cch php nhn...), c nhu cu v hng ha xut
nhp khu k c hng mu dch v phi mu dch.
Do hot ng c mt thi gian kh di nn phn ln khch hng ca
cng ty l khch hng truyn thng, lm vic vi nhau lu nm. Mi trng cnh
tranh ngy cng kh khn hn nn cng ty cng mi ch gy dng quan h c vi
cc i tc nh l, cha tm c cc n hng thc s ln v thng xuyn. Vic
tm mt khch hng mi kh hn gp nhiu ln so vi vic gi mt khch hng c.
Do , tm hiu v nng cao cht lng dch v lm tha mn nhu cu ca khch
hng hin ti c vai tr quan trng khin h tip tc s dng dch v ca Cng ty.
SVTH: MAI NGC TRM
26
Lp 09DQN1
Kha lun tt nghip
2.2.1.1.3. i th cnh tranh:

Kinh doanh dch v giao nhn l mt ngnh mi pht trin v rt hp dn nn
mc cnh tranh cng rt cao. u t vo lnh vc ny khng cn vn nhiu (ch
cn khong trn di 100.000USD) nn cc doanh nghip giao nhn mc ln nh
nm. Hin nay trn th trng c ti hn nghn doanh nghip hot ng trong lnh
vc ny, c bit tp trung hai khu vc ln l H Ni v TP. HCM. Melody
Logistics cng l mt trong s nhng doanh nghip . Do qui m cn nh nn kh
c th cnh tranh c vi cc cng ty ca nc ngoi rt c tim lc v kinh
nghim. Cnh tranh thc s din ra gia cc cng ty giao nhn trong nc vi nhau.
l do cc cng ty ny c cng i tng khch hng, hot ng trn cng phm
vi th trng v c bit l gi c, cht lng khng khc nhau l my. Hu ht cc
cng ty u c qui m rt nh v thi gian hot ng cha lu. chen chn vo th
trng ny, hu ht cc doanh nghip u s dng phng thc cnh tranh v gi.
Melody Logistics c nh gi l c gi c kh cnh tranh trong ngnh.
Mt c im na trong ngnh dch v ny cng kh c bit, l cc i th
cnh tranh ng thi cng l i tc lm n. Melody Logistics cng thng xuyn
cng c mi quan h vi cc forwarders khc ng thi sales cc forwarders mi.
Co-load hng gia cc doanh nghip giao nhn l mt hot ng khng th thiu v
din ra thng xuyn. Cht lng dch v ca cc i tc ny cng nh hng trc
tip n cht lng dch v ca cng ty. H u l nhng tn tui ln v lu nm
trong ngnh giao nhn vn ti. Nu ni v cnh tranh th cc doanh nghip cnh
tranh vi Melody Logistics ch yu l cc cng ty nh l, vn t hoc mi gia nhp
th trng. Cc cng ty ny y gi xung rt thp nhng cht lng dch v khng
m bo v cng ch c nhng nghip v n gin nh khai thu hi quan, cc cng
vic phc tp hn vn phi qua cc forwarders khc.
SVTH: MAI NGC TRM
27
Lp 09DQN1
Kha lun tt nghip
2.2.1.2. Cc yu t bn trong:
2.2.1.2.1. c im ngun nhn lc ca cng ty:
Do y l mt ngnh c th nn nhn lc khng ch i hi v trnh
chuyn mn m cn phi c c s hiu bit nht nh v ngnh, ty thuc vo v tr
cng tc. Vi chnh sch thu ht ngi ti, ngun nhn lc ca cng ty thc s c
cht lng v ngy cng c nng cao. 100% nhn vin trong cng ty c trnh
t Cao ng tr ln. Khong 80% c o to ng chuyn ngnh v ngoi
thng, kinh doanh quc t, xut nhp khu... Tuy nhin, c th thy c tnh
trng chung ca nn gio dc nc ta l d c hc ng chuyn ngnh th ra trng
cng cha th bt nhp c ngay vi cng vic. Ch yu l lm vic qua mt thi
gian, va hc va lm v tch ly thm kinh nghim. Nhn chung cn b nhn vin
ca Melody Logistics u t nhiu c nn tng v kin thc chuyn mn. Hu ht
cn b nhn vin cng ty u l nhng ngi tr nn c li th v lng nhit huyt,
bt nhp nhanh vi cng vic, li th v ngoi ng, c nhiu nhn vin tng l sinh
vin ca cc trng i hc nh Ngoi thng, Kinh t... Tuy nhin thc s lm
vic c hiu qu v cnh tranh c th cn cn phi c nhiu yu t khc na nh
kh nng gii quyt cc s c, linh hot p ng c cc n hng, hiu bit v
lut php, cc iu khon qui nh trong giao thng quc t... c th t vn
c cho khch hng mt cch chuyn nghip cn phi c c kin thc, k nng
mm ln kinh nghim gii quyt cc s c, lm th no y hng i mt cch
nhanh chng v an ton, chnh xc, hn ch mc thp nht cc rc ri ri ro c th
xy ra trn ng. V kinh nghim, cc nhn vin cn phi tch ly nhiu qua thi
gian v s va chm thc t. Cng chnh v nhiu nhn vin tr, mi khong mt hai
nm tui ngh nn cn phi hc rt nhiu mi c th m bo cung cp mt dch v
c cht lng.
2.2.1.2.2. c im c s h tng, iu kin lao ng:
Khng c cng ty no c th vn hnh m thiu i cc trang thit b cn thit
cng nh iu kin c s vt cht qu thiu thn, ti tn. Hiu c iu , ban
SVTH: MAI NGC TRM
28
Lp 09DQN1
Kha lun tt nghip
gim c cng ty lun ch trng u t vo trang thit b nhm pht huy nng sut
v tinh thn lm vic ca nhn vin mc cao nht. Ti cng ty, mi nhn vin u
c trang b my vi tnh c ni mng v in thoi bn lin lc. Ngi t cng ty
c th duy tr v cp nht thng tin vi khch hng, cc forwarders khc, hng tu
v cc i l khp ni trn ton th gii mt cch nhanh chng, thun tin.
Ngoi ra, mi phng u c trang b y qut my, iu ha, nh sng,
in nc, dn dp v sinh... Nhn vin c p ng y cc iu kin tin
nghi, to mi trng thun li v thoi mi cho cng vic.
Tuy nhin, Cng ty khng u t vo cc my mc thit b chuyn dng,
phng tin vn ti... m i thu ngoi. Mt phn do khng vn, mt phn l do
nhu cu khng ln, i thu ngoi l gii php tit kim v hp l. Mc d thu
ngoi s khin Cng ty b ph thuc vo cc i tc ca mnh, gy nh hng n
kh nng iu chnh gi c cng nh iu tit tin thi gian, thm ch s c do
h gy ra cng nh hng trc tip n nh gi ca khch hng v cht lng dch
v ca Cng ty cung cp.
2.2.2. nh gi da trn cm nhn ca khch hng theo 5 tiu thc

RATER:
nh gi v cm nhn ca khch hng i vi cht lng dch v ca cng
ty, tc gi thc hin bng cu hi nh gi gi ti khch hng. Mc ch ca
cuc nghin cu ny l tm hiu nh gi ca khch hng i vi cht lng dch v
ca cng ty Melody Logistics. Qua kt qu kho st c th tm ra nhng im m
khch hng cn cha hi lng v dch v, nguyn nhn cng nh nhng yu cu
c th a ra cc xut gip nng cao cht lng dch v. Phng thc thu thp l
phng vn qua e-mail. i tng p vin l nhng cng ty v ang l i tc
ca Melody Logistics.
Do iu kin c hn c v thi gian v ngun lc nn cuc nghin cu nh ny
ch gi bn cu hi c gi n 80 a ch e-mail ca cc cng ty, t chc kinh
doanh dch v Logistics thc hin cc giao dch vi cng ty Melody Logistics,
SVTH: MAI NGC TRM
29
Lp 09DQN1
Kha lun tt nghip
thng tin e-mail cc cng ty ny tc gi tham kho trong danh sch khch hng
ca cng ty v trn nhiu ngun khc nh tp ch Shipping Gazzet mt tp ch
chuyn ngnh vn ti giao nhn quc t, cc website in t. Kt qu phn hi nhn
c kh kh quan khi 53/80 cng ty dnh thi gian tr li qua e-mail. Kt qu
ca cc bn phng vn, nhng thng tin khc c thu thp trong qu trnh nghin
cu v c trong thi gian thc tp cng ty l cn c thc t xc nh cm nhn
ca khch hng v CLDV ca cng ty. Chi tit bn cu hi c nh km trong
phn ph lc (ph lc A, trang 75).
2.2.2.1. tin cy:
Bng 2.2: Bng thng k tin cy
(n v: cng ty)
Rt
km
Km
Bnh
thng
Tt
Rt
tt
20
14
10
Khu vc giao nhn hng ha tri

rng khp trn th gii
53
3 Hng ha lun c giao nhn

mt cch an ton, m bo cht
lng nh ban u
17
13
21
4 Thc hin cc th tc, lm chng

t mt cch nhanh chng, chnh
xc
10
15
22
5 Kh nng p ng tt cc nhu cu
c bit ca khch hng (nh cn
tu chuyn dng, v/ch hng nguy
him, hng ha cn bao gi chn
lt c bit...)
17
15
10
Ch tiu
1 m bo thi gian giao nhn hng
ha
2
(Ngun: Tc gi kho st)

Bng thng k (bng 2.3) xc nh mt cch tin cy v chnh xc mc
hi lng ca khch hng i vi cht lng dch v ca cng ty, gm c cc tiu ch
nh thi gian giao hng m bo, mng li giao nhn, an ton ca hng ha, kh
SVTH: MAI NGC TRM
30
Lp 09DQN1
Kha lun tt nghip
nng p ng cc i hi a dng ca khch hng,... Qua nghin cu thu thp thng

tin phn hi t pha khch hng c th thy mt trong nhng im yu ca Melody
Logistics chnh l thi gian giao nhn hng ha. C 9 cng ty (17%) nh gi l
km, 20 cng ty (37,7%) nh gi l bnh thng chng t khch hng cm thy
cn cha hi lng v thi gian giao nhn hng. Xt mt qui trnh giao nhn y
t kho nh sn xut n kho ca ngi mua ti mt nc khc th nhng i tng
c lin quan bao gm ngi giao hng, hng vn ti ni a, hng tu (hng hng
khng...), hi quan, kho bi, i l u nc ngoi, ngi nhn hng v c cc nhn
vin trong chnh cng ty giao nhn. Bt k khu no cng c th xy ra s c gy
chm tr n tin giao hng. c th l nhng nguyn nhn khch quan bt
kh khng nh ma bo, tai nn... Bn thn lch tu chy hay lch bay ca hng
hng khng cng khng hon ton chun xc. Cng c th l nguyn nhn t pha
ngi bn giao hng mun hay do rc ri t ngi nhn hng v chng t, thanh
ton hay hng phi kim ha... lm chm tin giao nhn hng. Bn thn cng ty
mc d c gng y hng i cng sm cng tt nhng trong mt vi trng
hp vn cn s sut, cha giao hng kp thi. Mc d vy, cng ty vn c c 14
khch hng (26,4%) nh gi thi gian giao nhn l tt v 10 khch hng (18,9%)
nh gi l rt tt, iu c th l do tuy nhiu lc cng tc gom hng l khng
t theo yu cu v d nh khng y mt cont, cng ty cng khng gm hng ch
lm tr tin ca khch m s lin lc vi cc i tc forwarder khc co-load
hng cho nhau.
Do hot ng c mt thi gian, lm vic trc tip, thng xuyn nn
Melody Logistics thit lp c mi quan h kh tt vi cc Chi cc Hi quan.
Do , cc chng t th tc khai quan c tin hnh kh tri chy, cc vn pht
sinh c th c gii quyt mt cch nhanh chng v d dng hn. C 15 khch
hng (28,3%) nh gi kh nng thc hin th tc chng t ca Melody l tt, 22
khch hng (41,5%) nh gi l rt tt. Tuy nhin thc t vn c 6 khch hng
(11,3%) phn nn v nghip v thc hin chng t ca nhn vin cng ty cn cha
c tt, km c v thi gian v tnh chnh xc. l do khu chun b cc loi
SVTH: MAI NGC TRM
31
Lp 09DQN1
Kha lun tt nghip
chng t hp l, hp php ca l hng hon chnh vic khai bo Hi quan trc

khi n c quan Hi quan lm th tc xut nhp khu hng ha cn cha chu o,
mc phi sai st mt thm thi gian chnh sa nhiu ln, gy nh hng ti uy tn
cng ty.
V cht lng hng ha c giao nhn, nhn chung cng c khch hng
nh gi kh tt. C 21 khch hng (39,6%) nh gi l rt tt, 13 khch hng
(24,5%) nh gi tt. C c nh gi kh quan nh vy l do t khu ng gi,
chn lt (nu c) n vn chuyn ni a, lu kho bi, vn chuyn quc t v c
giao nhn hng ha u bn kia u c s qun l ca Melody Logistics. Theo di
v n c nhn vin ca mnh cng nh cc i tc thng xuyn gip cho cng ty
c th kim sot c cht lng hng ha giao nhn mt cch tt nht. Mc d vy
trng hp hng giao khng c nh ban u cng tng xy ra do s sut ca
nhn vin bc d u bn kia, c l hng b t mt phn nh hng n cht
lng... Theo kho st c 2 khch hng (3,8%) nh gi kh nng m bo an ton
hng ha giao nhn ca cng ty l km. Mc d ch l nhng trng hp t xy
ra nhng cng gy nh hng n uy tn ca cng ty.
Mt trong nhng im m Melody Logistics c khch hng nh gi rt cao
qua kt qu kho st l h thng i l ph rng hu ht cc cng chnh trn th
gii. 100% khch hng u ng rng h c th xut nhp khu hng ha vi bt
k khu vc no trn th gii thng qua cng ty. l nh h thng i l m cng
ty xy dng ngay t ngy u mi thnh lp v vn tip tc c m rng. Bt
ngun t vic tm hiu nhu cu ca cc doanh nghip xut nhp khu trong nc,
cng ty xc nh c nhng khu vc th trng tim nng, t tin ti xy
dng thit lp quan h i l. Cc th trng chnh ca cc doanh nghip Vit Nam
l chu u, Bc M, ng , ng Nam , chu c... Theo , h thng i l
ca Melody Logistics cng vn ra bao ph khp cc th trng chnh . C th,
c cng ty xy dng c 5 i l, hn 20 i l khp chu u, 8 i l Bc
M... chu , ch 3 th trng ln l Trung Quc, Nht Bn v HongKong cng
ty cng c quan h vi 25 i l. Ngoi ra, cc i tc ca cng ty cn ri rc
SVTH: MAI NGC TRM
32
Lp 09DQN1
Kha lun tt nghip
cc cng chnh khc nh Indonesia, Bruney, Malaysia, Trung ng, Nam Phi...
Nh , cng ty c kh nng sn sng p ng cc nhu cu a dng t pha khch
hng, bt k cng no m h mun n (chi tit xem ph lc B, trang 82)
V kh nng p ng cc nhu cu c bit nh cn tu chuyn dng hay vn
chuyn hng nguy him, cc hng ha cn bao gi chn lt c bit... hu nh l
mt khi nim khch hng khng nm c r. Mt phn l do c th cng ty h
khng c nhng nhu cu c bit y, mt phn do cng ty khng c bit n l
nh giao nhn vn ti chuyn nghip trong lnh vc c th ny (nh giao nhn
hng cng trnh, hng ri, ha cht...). Thc t, Melody Logistics vn c kh nng
thc hin nhng n hng ny (chng hn nh thu tu chuyn dng vn chuyn
nha ng lng) nhng y khng phi l mt mnh m cng ty ch trng v thc
t l cng ty rt him gp nhng n hng th ny.
2.2.2.2. S m bo:
Bng 2.3: Bng thng k s m bo
(n v: cng ty)
Rt
km
Km
Bnh
thng
Tt
Rt
tt
1 Cch c x ca nhn vin cty to

c nim tin cho khch hng
25
17
2 Khch hng bit c nhiu thng

tin qua t vn ca nhn vin cng
ty
20
21
3 Khch hng cm thy tin tng

vo trnh chuyn mn nghip
v ca nhn vin cng ty
10
15
15
13
4 Nhn vin ca cng ty lun c thi

lch thip, thn thin vi khch
hng
14
17
20
Ch tiu

C th hiu s m bo trong cht lng dch v chnh l kin thc v tc
phong ca nhn vin cung cp dch v cng nh kh nng gy lng tin v s tn
SVTH: MAI NGC TRM
33
Lp 09DQN1
Kha lun tt nghip
nhim ca h ti khch hng. Sn phm ca dch v l v hnh v c xc nh

bi khch hng ch khng phi cng ty. Cht lng dch v cng ch c nh gi
qua cm gic ch quan ca khch hng v nh gi thng qua nhn vin ca cng ty
ng ra phc v mnh. C th cng mt gi dch v nhng mi nhn vin khc nhau
li em n cho khch hng nhng nh gi khc nhau. Do , vi s lng phn
hi rt nh m cuc nghin cu ny thu thp c, ngi vit ch a ra nhng
nhn nh da trn mt vi trng hp c th cng vi quan st thc t ca bn
thn.
Khi tip xc vi khch hng th iu quan trng nht chnh l to c cho h
cm gic tin tng vo dch v ca cng ty. 25% khch hng nh gi cch c x
ca nhn vin Melody Logistics to c nim tin cho h mc bnh thng, cha
c g c bit, thm ch c 3 khch hng (5,7%) nh gi cch c x ca nhn vin
cng ty l km. i vo c th hn, l do h cn cha tin tng vo trnh
chuyn mn nghip v ca nhn vin cung cp dch v. Ch c 15 khch hng
(28,3%) nh gi trnh nhn vin l tt, 13 khch hng (24,5%) nh gi l rt
tt nhng li c n 10 khch hng (18,9%) nh gi trnh chuyn mn ca nhn
vin cng ty l km. Thc t mt nhn vin lm trong ngnh giao nhn gii thc
s cn phi c mt kin thc tng hp. Bn cnh nhng i hi v k nng bn hng
vi bt c ai lm sales (nh tip xc, trao i, thuyt phc khch hng ri chm sc
sau khi bn...), mt nhn vin bn hng trong giao nhn cn phi nm c chc
cc kin thc v nghip v giao nhn; hi quan; v hot ng xut nhp khu; cc
kin thc chung v lut php c lin quan; hiu r tnh cht, c th hng ha
a ra cc yu t cn thit trong qu trnh vn chuyn... Hu ht cc nhn vin ca
Melody Logistics li u l nhng ngi tr, kin thc c nhng kinh nghim cha
nhiu, u phi va lm va hc nn kh c th trnh khi va vp trong qu trnh
lm vic dn ti khng tha mn c yu cu khch hng.
Vai tr ca nhn vin dch v trong ngnh giao nhn ny cn phi lm thm
nhim v ca mt t vn vin. 20 khch hng (37,7%) nhn nh rng khng bit
c nhiu thng tin qua t vn ca nhn vin Melody Logistics. C th t vn cho
SVTH: MAI NGC TRM
34
Lp 09DQN1
Kha lun tt nghip
khch hng v cc phng thc gi hng h c th la chn mt phng thc ti

u, t vn v cc chng t th tc cn thit cho xut nhp khu, trch nhim ca
cc bn c lin quan trong Incoterms, nhng im cn lu v cc qui nh xut
nhp khu nc i tc... Thc t, cng vic Melody Logistics c tin hnh
chuyn mn ha, c b phn chng t ring, b phn tin ring, sales ring... Do ,
nhng ngi trc tip ng ra phc v khch hng cng ch mnh v lnh vc m
mnh ph trch cn cc mng khc vn phi thng qua ng nghip. Hn na, cng
vic ny bao hm rt nhiu lnh vc, i hi mun lm tt cn phi c nhiu kinh
nghim. Do vy, nu i tip xc trc tip vi khch hng, nhng nhn vin tr s
gp phi tr ngi trong vic t vn nhng lnh vc khng thuc chuyn mn.
Ngc li, khch hng cm thy kh hi lng v thi lm vic vi khch
hng ca cc nhn vin Melody Logistics. Hiu r bn dch v l bn s hi lng
cho khch hng nn cc nhn vin tr tui ca cng ty lun gi mt thi va thn
thin va nhit tnh. Tip xc vi khch hng c th qua nhiu phng tin khc
nhau nh qua mail, in thoi hay gp trc tip. Mi nhn vin c mt c tnh ring
nn cung cch phc v tip xc khch hng cng khng ging nhau. K c khch
hng c t chi dch v th cc nhn vin vn cm n lch s v gi mi quan h,
hn c hp tc ln sau. Tt c khch hng u nhn xt rng t gim c n
nhn vin Melody Logistics u rt nhit tnh v gy c nhiu thin cm cho
khch hng.
SVTH: MAI NGC TRM
35
Lp 09DQN1
Kha lun tt nghip
2.2.2.3. Tnh hu hnh:

Bng 2.4: Bng thng k tnh hu hnh
(n v: cng ty)
Rt
km
Km
Bnh
thng
Tt
Rt
tt
1 Nhn vin cng ty n mc lch s,

ph hp hon cnh
19
34
2 Cc ti liu lin quan n cng ty

nh catalog, website, bo gi...
c trnh by khoa hc v bt
mt
13
24
15
3 Vn phng lm vic ca cng ty

c bi tr ngn np, thu ht
18
14
21
4 Cng ty c y cc trang thit

b, phng tin phc v nhu cu
ca khch hng
10
10
22
11
Ch tiu

Dch v l v hnh nhng c th cung cp dch v c n khch hng th
cc yu t hu hnh khc cng ng vai tr rt quan trng. chnh l cc iu
kin vt cht, thit b v hnh thc bn ngoi ca cc nhn vin phc v.
Theo kt qu kho st, c 22 khch hng (41,5%) nh gi v trang thit b
ca cng ty l tt, 11 khch hng (20,8%) nh gi l rt tt. iu chng t
Melody Logistics rt coi trng vic s dng v i mi trang thit b, cng ngh. C
th, khi vn phng, hu ht mi ngi u c trang b my tnh ring, in thoi
bn dng ring 1 ngi/my. Vn phng c trang b y my fax, my in, my
photo phc v nhu cu cng vic.
Khch hng c nhu cu lin lc c th lin h trc tip vi phng ban, b phn,
nhn vin lin quan.Tt c cc my tnh u c kt ni internet gip nhn vin
ngi ti vn phng nhng vn d dng lin lc giao dch vi cc khch hng, i
tc, chi nhnh... c bit, cng ty cng trang b h thng khai quan in t. Nhn
vin khai bo hi quan ch cn nhp chut ti vn phng v gi cc d liu ti ni
tip nhn, h thng x l d liu in t ca hi quan s t ng kim tra t khai.
SVTH: MAI NGC TRM
36
Lp 09DQN1
Kha lun tt nghip
Nu vic khai bo y v ph hp, h thng s chp nhn ng k v cp s

t khai... Khai quan in t gip rt ngn thi gian thng quan hng ha, y nhanh
tin giao nhn.
H thng mng cng nh trang thit b vn phng gip nng cao hiu qu cng
vic v kh nng kim sot. V th vn bo dng cng nh nng cp my mc
thit b c cng ty tin hnh thng xuyn. Tuy nhin h thng mng ca cng ty
khng c n nh, thnh thong b mt tn hiu lm ngng tr hu nh tt c cc
hot ng ca cng ty vi bn ngoi. Mc d cha c tn tht ln no xy ra nhng
cng nh hng n tin cng vic, tm trng ca nhn vin, thi ca i tc
ang giao dch...
Do hot ng trong lnh vc logistics nn cc thit b kho bi l rt quan trng.
Tuy vy, vic bc xp vn ch yu l lao ng th cng ch cha c cc cng ngh
bc xp t ng. Cc phng tin nng d, u ko cont, i xe vn chuyn... phi
i thu ngoi. Cng tc qun l kho bi cng vn theo phng php truyn thng,
cha p dng nhng tin b ca cng ngh thng tin vo qun l nh phn mm
tin tin kim sot ton b qu trnh nhp, xut, giao hng, kim k, d bo... hay
qun l hng ha bng m vch... Do vy, c 10 khch hng (18,9%) nh gi
kh nng p ng phng tin ca Melody Logistics l km.
Vn phng ca cng ty khi khch hng n u c nhn xt kh tt. C 21
khch hng (39,6%) nh gi cch by tr ca cng ty rt tt. i vi vn phng,
cng ty cng xy dng thit k kh khang trang v mang hi hng ca vn ti bin
vi nhiu tranh nh, cc loi bn i bin, ng h cc khu vc khc nhau trn
th gii... Khng ch kch thch c s hng th lm vic ca nhn vin m cn
to c n tng i vi khch hng nu n vn phng cng ty lm vic. Ngoi
ra, v b ngoi ca cc nhn vin lm vic trc tip vi khch hng cng to c
thin cm cho h. Cc khch hng u c chung nhn xt tt v v ngoi ca nhn
vin cng ty. n mc gn gng, lch s th hin s tn trng i vi khch hng v
cng tot ln phong cch lm vic nng ng, chuyn nghip. 100% nhn xt v tc
phong ca nhn vin u mc tt v rt tt.
SVTH: MAI NGC TRM
37
Lp 09DQN1
Kha lun tt nghip
Cc ti liu lin quan n cng ty nh catalog, website... hu nh khng kch

thch, to c n tng cho khch hng. C 13 khch hng (24,5%) nh gi l
km v 24 khch hng (45,3%) nh gi l bnh thng. Website ca cng ty ch
yu gii thiu v cng ty, dch v nhng li khng c cc tin ch c th em li
gi tr gia tng cho khch hng nh cng c theo di n hng, e-booking... hay
thm ch ch l lch tu, theo di chng t qua mng... Hu nh cc cng ty ca Vit
Nam khng c dch v ny nn khch hng cng khng i hi hay quan tm n,
cng khng v th m nh gi cht lng dch v ca Melody Logistics gim
xung nhng r rng l cng ty khng pht huy c ht tc dng ca website,
thm ch tm hiu trn google cng ko xut hin nhiu thng tin lin quan ti
website cng ty mc d cng ty v ang hot ng kh si ni trn th trng
giao nhn vn ti.
2.2.2.4. S thu cm:
Bng 2.5: Bng thng k s thu cm
(n v: cng ty)
Rt
km
Km
Bnh
thng
Tt
Rt
tt
1 Nhn vin cng ty lun phc v

khch hng tn tnh, sn sng gii
p mi thc mc ca khch hng
10
15
28
2 Khch hng giao dch vi cng ty

lun c quan tm, lu bi mt
nhn vin nht nh
20
26
3 Cng ty lun nm bt c tt cc
nhu cu ca khch hng
30
Ch tiu

S thu cm chnh l s quan tm, lu c nhn ca nhn vin ti tng khch
hng trong sut qu trnh c trc, trong v sau khi bn dch v. y cng chnh l
yu t c khch hng nh gi cao nht trong s cc tiu ch nh gi cm nhn
ca khch hng v cht lng dch v m mnh ang th hng.
SVTH: MAI NGC TRM
38
Lp 09DQN1
Kha lun tt nghip
Khch hng giao dch vi cng ty lun c quan tm, lu bi mt nhn

vin nht nh. Mi khch hng c quan tm chm sc nhit tnh, chu o bi
nhn vin t u n cui hp ng v c sau khi kt thc n hng. T khu t
vn n thc hin lm cc th tc, tin hnh vn chuyn, giao nhn... khch hng c
th nm bt c tnh hnh l hng ca mnh thng qua nhn vin . Mi nhn
vin c phn theo tng khu vc i su khai thc khch hng v cng c th
chm sc khch hng c chu o hn. Khch hng l ca ring tng ngi care
nn c c s tp trung v quan tm c th. Do kho st nhn c c 26
khch hng (49%) nh gi l tt, 7 khch hng (28,3%) nh gi rt tt kh nng
quan tm, lu khch hng ca nhn vin Melody Logistics.
Hu ht khch hng u cm nhn c s tn tnh phc v ca cc nhn vin
Melody Logistics. C n 28 khch hng (52,8%) phn hi l rt tt, 15 khch hng
(28,3%) nh gi l tt s tn tnh ca nhn vin. Thc t, mi khch hng li c
nhng thc mc v cc lnh vc khc nhau, v cc vn khng ging nhau, rt a
dng nhng cc nhn vin cng ty lun sn sng gii p cc thc mc .
Nht l vi i ng sales, s thu cm li cng ng vai tr quan trng v
lun c ch . Mi nhn vin u c s ghi chp c nhn bao gm cc thng tin
cn thit v quan trng v khch hng ca mnh. Quan tm ti tng c nhn khch
hng v nm bt c c tnh, s thch, phong cch lm vic ca h, t c c
cch ng x v phc v tt nht. Tm l khch hng, k c s thch c nhn ca h
c nm bt thng qua tr chuyn. Mi khch hng li c phong cch lm vic
ring v i hi cng khc nhau. C ngi t tin cng vic ln hng u, c
ngi li ch n gi c hn... Thm ch c th hn, ngi th ch quan tm n
tng gi tr hp ng c hp l khng nhng c ngi mun c gii trnh r tng
loi ph nh th no. Nm bt tt cc nhu cu ca tng cng ty khch hng v c
ngi ng ra giao dch vi mnh gip cho nhn vin c th phc v khch hng
mt cch chu o hn. Nhn chung, nhn vin cng ty lm kh tt khu nm
bt nhu cu ca khch hng, khng c s nh gi tiu cc kt qu kho st.
SVTH: MAI NGC TRM
39
Lp 09DQN1
Kha lun tt nghip
2.2.2.5. S phn hi:

Bng 2.6: Bng thng k s phn hi
(n v: cng ty)
Rt
km
Km
Bnh
thng
Tt
Rt
tt
1 Cng ty gii quyt thc mc, khiu

ni mt cch nhanh chng
15
28
2 Kt qu gii quyt khiu ni lm

khch hng cm thy hi lng
30
15
3 Thng tin gia khch hng v

nhn vin cng ty lun c duy
tr
21
21
11
Ch tiu

y l mt trong nhng yu t cc k quan trng to nn cht lng ca mt
dch v. N th hin thc cht ca cht lng dch v bi ch c kim chng khi
dch v din ra v c bit l sau khi thc hin. chnh l mc phn hi cc
khiu kin thc mc ca khch hng mt cch nhanh chng v sn lng p ng cc
mong i ca khch hng. Qua kt qu kho st, c 15 khch hng (28,3%) nh
gi cng ty cn chm chp trong gii quyt khiu ni, 28 khch hng (52,8%) nh
gi c th chp nhn c, ch c 10 khch hng (18,9%) nh gi tt v rt tt.
Cng tc xut nhp khu giao thng quc t din ra qua nhiu cng on, qui
trnh vi rt nhiu th tc v vng mc ri ro. Do m cng ty phi gii quyt
kh nhiu vn lin quan. T khi hng chun b i n khi ti c tay ngi
nhn l mt khong thi gian rt di. Khch hng lun mun cp nht v tnh hnh
thc t l hng ca mnh, v tin , v tnh trng cht lng, v cc th tc cn
gii quyt, vng mc v chng t... Do vy m lung thng tin gia khch hng v
nhn vin cng ty lun c duy tr, c 33 khch hng (62,3%) nh gi mc
tt v rt tt, 21 khch hng (39,7%) nh gi mc bnh thng.
Tinh thn trch nhim i vi khch hng ca mi nhn vin cng c
cao. Lun duy tr lung thng tin vi khch hng v kp thi phn hi nhng khc
mc, kh khn ca h. Cc khch hng u nhn c s hi p kp thi, khng
SVTH: MAI NGC TRM
40
Lp 09DQN1
Kha lun tt nghip
thoi thc trch nhim mc d mc hi lng ca h v kt qu phn hi cng ch

mc trung bnh (bnh thng 3 im) vi 30 khch hng (56,6%), bn cnh
cng c 5 khch hng (9,4%) nh gi km v kt qu gii quyt khiu ni ca
cng ty.
2.2.2.6. nh gi mc hi lng chung:
Bng 2.7: Bng thng k nh gi mc hi lng chung
(n v: cng ty)
Rt
km
Km
Bnh
thng
Tt
Rt
tt
1 Khch hng hon ton hi lng

vi dch v m cng ty cung cp
20
31
2 Khch hng s tip tc giao dch

vi cng ty trong thi gian ti
20
20
13
Ch tiu

C th hiu rng cht lng dch v chnh l khong cch gia mong i v
dch v v nhn thc ca khch hng khi s dng dch v . Khch hng c hi
lng v dch v hay khng l nh gi ca h v dch v c p ng c nhng
nhu cu v mong i ca mnh c hay khng. nh gi v cht lng dch v,
ngi ta s dng mt cng c rt thng dng l m hnh 5 thnh phn SERVQUAL
hay cn gi l 5 tiu thc RATER. Ging nh trn trnh by, cht lng dch v
c khch hng nh gi da trn 5 thnh phn: s tin cy, m bo, tnh hu
hnh, s thu cm v s phn hi. Ngoi ra cn c yu t gi c cng l mt nhn t
c nh hng ln n s hi lng, tha mn ca khch hng.
So vi mt bng chung th cng ty c nh gi c phn hn v s quan tm
ca nhn vin phc v i vi khch hng v tinh thn trch nhim vi nhng thc
mc ca h. c bit l gi c kh linh hot v hp l. Tuy nhin, yu t cc k
quan trng trong giao nhn vn ti hng ha quc t l s m bo v thi gian, tin
giao hng th khch hng li phn nn kh nhiu. Mc d c th khng phi li
thuc v cng ty nhng nm trong mt chui lin hon cc dch v v hn ht l
SVTH: MAI NGC TRM
41
Lp 09DQN1
Kha lun tt nghip
giao dch trc tip vi khch hng th cng ty cng c phn trch nhim. Mt vn
na m khch hng cng cha hon ton tin tng vo dch v ca cng ty l
trnh chuyn mn nghip v ca i ng nhn s. y chnh l im m cng ty
cn phi xem xt th hin tnh chuyn nghip v to uy tn cho chnh mnh.
Nhn chung, khch hng nh gi cht lng dch v ca cng ty mc trung
bnh, c nhng im thy hi lng v cng vn cn nhiu im vng mc. Vi cu
hi cui cng trong bng, hu ht khch hng u sn sng tip tc cng tc vi
cng ty trong thi gian ti nu c iu kin ph hp v cng ty chng minh c s
thay i theo hng tch cc ca mnh.
2.2.3. nh gi cht lng dch v qua mt s ch tiu nh lng:
2.2.3.1. Qui m khch hng ca cng ty:
Cng ty no mun pht trin v thnh cng th cha kha nm ngay khch
hng ca h, nu cng ty hot ng tt v c uy tn trn thng trng th s c
nhiu khch hng tm n giao dch. Melody logistics tuy ch mi thnh lp khng
lu, cn l mt cng ty non tr trn th trng giao nhn vn ti nhng do s quen
bit rng ca Gim c v nhn vin cng ty t nhng mi quan h kinh doanh
trc nn ngay t khi mi thnh lp cng ty c sn mt lng khch hng
nht nh. Khch hng ca cng ty c th c chia thnh khch hng thng
xuyn, nhng khch hng mi, khch hng c cn khai thc li. nh gi cht
lng ca cng ty th lng khch hng thng xuyn v nhng khch hng c
quay tr li l nhng con s c ngha nht. Ch nhng i tc tng lm vic vi
cng ty ri mi c nhng nh gi chnh xc v cht lng dch v ca cng ty. C
tip tc hp tc vi cng ty thm mt ln na hay khng ph thuc vo nhng ln
lm vic trc li trong tm tr khch hng n tng v Melody Logistics nh
th no.
Trong tng s khch hng ca cng ty th chim khong gn 50% l khch
hng thng xuyn. l nhng khch hng truyn thng gn b vi cng ty trong
mt khong thi gian di, k hp ng di hn hoc c hng u n qua Melody
SVTH: MAI NGC TRM
42
Lp 09DQN1
Kha lun tt nghip
Logistics. Nhng cng ty ny tri qua thc t cng tc, nu cht lng dch v
ca Melody Logistics tt th khng c l do g h c th ri b cng ty i tm mt
i tc khc. Do , t l khch hng trung thnh l mt ch tiu quan trng cho bit
thc t cht lng dch v ca cng ty nh th no, khch hng c hi lng v dch
v hay khng
C th xem xt s bin ng s lng khch hng ca cng ty trong giai on
3 nm gn y 2010-2012 c khch hng trc tip v forwarders theo bng s liu
2.8:
Bng 2.8: Mt s ch tiu v lng khch hng ca cng ty

giai on 3 nm 2010 2012
(n v: Cng ty)
STT
Ch tiu
2010
2011
2012
S lng khch hng
58
78
86
Khch hng mi
32
31
17
Khch hng c khai thc li
15
11
Khch hng thng xuyn
18
32
38
(Ngun: Phng kinh doanh)

Nhn vo s liu bng 2.8, c th thy s lng khch hng ca cng ty qua
tng nm u tng, chng t mi nm cng ty u c gng phn u m rng
mng li khch hng. Ta c th thy lng khch hng thng xuyn ca cng ty
kh n nh v lun mc cao. iu chng t c mt s lng khch hng nht
nh cm thy hi lng vi cht lng dch v ca cng ty v quyt nh hp tc lu
di. Trong tng s khch hng hng nm ca Melody Logistics th khch hng c
khai thc li trong nm v khch hng mi t mc kh. Nm 2010 c nhiu
khch hng mi nht, v n nm 2011 th khch hng mi gim xung do a s
khch hng nm 2010 tr thnh khch hng thng xuyn ca cng ty, thng
xuyn t hng nn cng ty phi dnh nhiu thi gian hn chm sc cho nhng
n hng . Sang nm 2012, lng khch hng mi v khch hng thng xuyn
SVTH: MAI NGC TRM
43
Lp 09DQN1
Kha lun tt nghip
tng ln r rt do cng ty thc hin gim bt thu ht khch hng c quay li, tp
trung m rng th trng v chm sc cc khch hng hin ti tht tt. Nhn chung,
cc s liu phn nh c tnh hnh kinh doanh ang c nhiu khi sc ca cng
ty.
2.2.3.2. T l giao hng ng hn, an ton:
Hai tiu ch v cng quan trng nh gi v cht lng dch v l thi gian
giao hng v an ton ca hng ha. Ty theo c im ca hng ha m mc
quan trng ca cc tiu ch ny khc nhau. Trong giai on 3 nm 2010-2012, t l
giao hng m bo an ton, cht lng nh ban u ca Melody Logistics kh n
nh, khong 95%. Tng ng vi t l giao hng m bo an ton, ng hn gia
tng l s gim xung ca s khiu ni khch hng. Khiu ni ch yu l nhng li
phn nn v chm tr nh hng tin ca h hoc hng c khi b gim cht lng
nhng cha gy ra tn tht nng n. Nhng iu cha va v nhn vin, khch
hng cng trc tip phn nn vi Gim c, trong v sau khi giao dch cng ty u
thu thp, cm nhn s hi lng thng qua tr chuyn, qua mail, tin nhn...
Bn cnh , cc nhn vin giao hng v lm chng t d c thi lm vic
lch s, thn thin nhng k nng chuyn mn v tc phong chuyn nghip cn
cha cao, cng l mt trong nhng nguyn nhn nh hng ln n kh nng
giao hng ng hn, an ton ca cng ty.
Bng 2.9: T l giao hng ng hn, an ton (2010 2012)
(n v: %)
T l
SVTH: MAI NGC TRM
2010
90
2011
2012
94
95
(Ngun: phng kinh doanh)
44
Lp 09DQN1
Kha lun tt nghip
Biu 2.2: T l giao hng ng hn, an ton (2010 - 2012)

100%
80%
60%
40%
20%
0%
90%
94%
95%
2010
2011
2012
2.2.4. Phn tch cc bin php duy tr cht lng dch v giao nhn ti
cng ty hin nay:
Mc d cha c c mt h thng qun l cht lng thc s nhng k t khi
thnh lp n nay nhng Melody Logistics lun thc t cht lng dch v ln
hng u. Vi mong mun cung cp cho khch hng cht lng dch v tt nht,
cng ty p dng mt vi bin php c th qun l v nng cao cht lng dch
v ca mnh, c th k n nh sau:
2.2.4.1. Hon thin cng tc qun tr ngun nhn lc:
Trn thc t, do qui m vn cn nh nn cng ty cha c mt b phn chuyn
v vn nhn s. Mi vic lin quan n tuyn dng, sa thi u do Gim c
cng ty quyt nh.
Do y l mt ngnh c th nn ngun nhn lc khng ch yu cu v trnh
chuyn mn m cn phi c c s hiu bit nht nh v ngnh, ty thuc vo
chc v cng tc m trnh chuyn mn c khc nhau. Nhn vin mi khi c
tuyn dng s c thi gian 2 thng th vic. Trong qu trnh ny, h s c cng ty
h tr ti a v nhiu mt: ngi i trc s truyn t kinh nghim cho ngi i
sau, cc vn bn hng dn cng vic s c in ra pht cho tng nhn vin mi
h c th bit c chi tit nhng nhim v cn lm. Cng ty khuyn khch
ngi mi ha nhp nhanh vo tp th bng cch ch ng a ra cc cu hi thc
SVTH: MAI NGC TRM
45
Lp 09DQN1
Kha lun tt nghip
mc nghip v, mt nhn vin c c chuyn mn cao s c c ra gii thiu,

hng dn, km cp nhn vin mi c th bt kp c vi cng vic mt cch
nhanh chng v hiu qu nht. Tuy nhin, cng tc o to pht trin cha tht s
c quan tm v vy cht lng cha cao. Cng tc o to ca cng ty cha c
mt k hoch chi tit, di hn. Mc d cng c hng dn, gii thiu cho nhn vin
mi cha c kinh nghim v cng vic thng qua cc bui training (o to) song
vn cn cha th hin c s chuyn nghip, gi gic cn t pht, khng c lch
c th, kin thc cn truyn t qu nhiu m thi gian ch c 3 bui (mi bui 2
ting ng h),
nng cao cht lng ngun nhn lc, Cng ty cng ch trng n vic
to ng lc cho nhn vin lm vic, c v vt cht ln tinh thn. Thi gian u khi
mi vo Cng ty lm, cc nhn vin c u n tng lng 3 thng mt ln ty
thuc mc thc hin cng vic. Cng ty a ra mc lng kh cnh tranh so vi
th trng, trung bnh t 3-4,5tr /thng, cha tnh thng. Cc phc li khc c
hng y theo qui nh ca Nh nc. c im ca ngnh dch v ny l n
theo doanh s, ty thuc kt qu t c m c mc hoa hng khc nhau. Nhng
ngi khng phi nhn vin kinh doanh ngoi vic hon thnh cng vic ca phng
mnh, nu kim thm c hp ng v cho Cng ty vn c tnh hoa hng. Cng
ty khuyn khch tt c cc nhn vin ca mnh nng cao trnh , chm sc khch
hng chu o, k c khng phi i ng sales tip xc trc tip vi khch hng. Kt
qu c th hin qua doanh s thu v, c bit l lng khch hng thng xuyn,
truyn thng n nh th hin cht lng dch v m Cng ty cung ng. V mt
phn thng xng ng lun c trao cho nhng ai t thnh tch cao trong cng
vic. Ngoi ra, to ng lc v mt tinh thn cng c Cng ty ch trng khng
km. Mt mi trng lm vic thc s thoi mi, nng ng th hin mt phn vn
ha doanh nghip. Bn thn cng vic lin quan nhiu n yu t nc ngoi nn
mi trng lm vic ng vai tr rt quan trng. Mi ngi trong khi lm vic vn
c th tr chuyn gim p lc trong cng vic, cp trn cp di c th ni
chuyn thng thn v gn gi. Gia cc nhn vin cng c to s cng bng bnh
SVTH: MAI NGC TRM
46
Lp 09DQN1
Kha lun tt nghip
ng v thng tin c cng khai va to mi trng minh bch va to ng

lc khuyn khch mi ngi phn u. Mi ngi s lun c nhn nhng phn
thng xng ng vi cng hin ca mnh cho Cng ty.
Trong cc cuc hp ring gia cc nhm, cc b phn th cc nhn vin cng
c khuyn khch ch ng hn trong cng vic, em thc mc ca mnh nu ra
mi ngi ngh cch gii quyt. iu gip nhn vin cm nhn c vai tr ca
mnh trong vic m bo cht lng dch v chung ca Cng ty v c trch nhim
hn vi cng vic.
2.2.4.2. u t c s h tng, trang thit b vn phng:
Nh trnh by mc Tng Chi ph ca phn Kt qu kinh doanh ca cng
ty (2.3.1) th cng ty di di tr s sang s 7 Nguyn Huy Tng, P6, qun Bnh
Thnh nn vn phng cng c xy dng mi, khang trang v hin i hn so vi
vn phng tr s c ng Nguyn Thng Hin. Tr s gm c 2 tng, c sn
xe t, xe my cho khch hng li nm rt gn ng ln Phan ng Lu nn
rt thun tin cho khch hng trong vic tm n cng ty thc hin giao dch.
Bn cnh , Melody Logistics l cng ty cng rt coi trng vic s dng v
i mi trang thit b, cng ngh. Hu ht nhn vin cng ty u c trang b my
tnh ring, khi vn phng dng my tnh bn, Gim c c trang b my tnh
xch tay (1.000-1.500 USD). Mi ngi u c in thoi bn dng ring vi s
line (ng truyn) c ghi ch c th trn 1 bng s in thoi c dn trn
bn lm vic ca mi nhn vin, gip nhn vin cng ty c th ch ng lin h vi
nhau qua in thoi m khng mt thi gian di chuyn gp mt, gy tn km thi
gian khi cng vic khng nht thit phi gp mt trc tip. Tng trt v tng 1 mi
ni u c 2 my foto, 2 my fax v scan cn cc thit b khc c phn b cho
tng phng nh bng 3.1:
SVTH: MAI NGC TRM
47
Lp 09DQN1
Kha lun tt nghip
Bng 3.1: S lng trang thit b vn phng cng ty Melody Logistics

(n v: chic)
STT Phng ban, b phn
My vi tnh
in thoi
My in
Phng Gim c
Phng hng xut
Phng hng nhp
Phng kinh doanh
Phng k ton
Tng
22
22

V c bn, c th thy c hin nay trang thit b vn phng ca Melody
Logistics tng i y , my vi tnh, in thoi v my in c trang b cho
tng phng vi s lng ph hp. Tt c cc my tnh u c kt ni internet
gip nhn vin ngi ti vn phng nhng vn d dng lin lc giao dch vi cc
khch hng, i tc, chi nhnh... Ngoi ra, mi nhn vin ca Melody Logistics
cng c cp mt a ch mail ring ca cng ty vi ui melodylogistics.com. H
thng mail outlook ca cng ty c qun l mt cch thng nht v cht ch gip
thng tin gia cng ty vi bn ngoi v thng tin ni b c thng sut.
c bit, cng ty cng trang b h thng khai quan in t. Nhn vin khai bo
hi quan ch cn nhp chut ti vn phng v gi cc d liu ti ni tip nhn, h
thng x l d liu in t ca hi quan s t ng kim tra t khai. Vic ny gip
tit kim c nhiu thi gian lm cc th tc v i li ca nhn vin, gp phn rt
ngn thi gian giao nhn hng ha. H thng mng cng nh trang thit b vn
phng gip nng cao hiu qu cng vic v kh nng kim sot.
2.2.4.3. Thu nhn thng tin phn hi t nhn vin v khch hng, x l
kp thi:
Cng ty cng rt quan tm n vic thu thp cc thng tin phn hi t pha
khch hng v c i l. Nh trn ni, cng ty s dng mng chung, c th kim
SVTH: MAI NGC TRM
48
Lp 09DQN1
Kha lun tt nghip
sot c tt c th ra vo cng ty. Cc th mc (folders) c t mt cch h

thng theo tng nhn vin, tng i l. Bt k thng tin phn hi no, c trc trc g
t pha khch hng hay t cc i l bn kia th Ban Gim c v cc trng b
phn u kp thi thu nhn c. Cc mail qua li ngoi gi cho nhn vin trc tip
cn chuyn tip ti c Gim c hoc trng b phn. C vng mc g cng c th
kp thi gii quyt.
H thng mail chnh l cng c hu hiu cng ty kim sot c tnh hnh
thc t hot ng ca mnh v cc trc trc gp phi. Ngoi ra, hng tun u c
bui hp chung ton cng ty, ngoi tng kt hot ng cn thu thp thm thng tin
trc tip t cc nhn vin. Vn gi vng nh hng cht lng t u, Ban lnh
o lun xc nh cho nhn vin t li ch ca khch hng ln trn ht, gii quyt
trit cc kh khn m h gp phi.
2.3. Nhn xt v u v nhc im ca cht lng dch v giao nhn ti
cng ty Melody Logistics:
2.3.1. u im:
iu quan trng nht m Cng ty lm c l bit coi trng CLDV, t s
tho mn khch hng l s mnh ca mnh gip cho tt c cc nhn vin nhn thc
c mc ch lm vic ca mnh v lun hng theo iu , c trch nhim vi
cng vic.
Trong thi gian hot ng, Melody Logistics thit lp c mi quan h
rng ln vi cc bn c lin quan, to iu kin thun li cho vic cung cp dch v
ca cng ty. V d nh nh c quan h tt vi nhiu hng tu nn c th thng
lng v ly c gi tt tng tuyn ca mi hng... Mi hng ch mnh mt s
tuyn nn Cng ty rt ch trng khai thc th mnh ca cc i tc trn nhng tuyn
tt nht ca h. V d nh Maersk c dch v rt tt i chu u nhng gi cao nn
ch yu l hng FOB cn i vi hng CIF th khng dng Maersk m l MISC,
COSCO, MSC, ITS, Cc i l cng c Melody Logistics tm kim v khai
thc da trn nhng mt mnh ca h. Do ton qua gii thiu ca cc i tc nn c
SVTH: MAI NGC TRM
49
Lp 09DQN1
Kha lun tt nghip
th m bo v tnh chn thc, khng b la o mt hng. Chnh nhng i tc ny

l c s m bo CLDV ca Cng ty.
Xt v ni b Cng ty, Melody Logistics cng to c cho mnh nhng
im mnh lm c s nng cao CLDV. i ng nhn vin ngy c nng ln v s
lng v cht lng. Vic o to nhn vin cng c ch nhiu hn, cho nhn
vin tham gia cc kha hc nghip v nng cao trnh . Ngay cc nhn vin cng
kh chu o trong vic nm bt cc thng tin ca khch hng. Mi ngi u c cc
ti liu ring ca mnh ghi chp c im khch hng, bao gm y thng tin
lin lc k c doanh nghip ln ngi giao dch, tnh cch c nhn, phong cch lm
vic, nhng i hi ring... nhm p ng cao nht nhu cu ca tng i tng
khch hng.
C s h tng cng ngh thng tin v c s vt cht khc l iu kin quan
trng m bo cho cht lng ca dch v. y chnh l nhng ci thin d thy
nht ca cng ty. Ban u, cng ty ch thu mt cn phng nh vi 3 chic my
tnh, vic giao dch v qun l rt kh khn. Hin nay, Melody Logistics pht
trin ln vi y my tnh ni mng, in thoi bn cho cc nhn vin, cc trang
thit b vn phng cng c u t b, to iu kin cho cng vic din ra
thun li.
Kt qu d nhn ra nht chnh l mt lng kh ln khch hng trung thnh
m cng ty c c k t ngy thnh lp. Sau bao nm h vn hp tc cng vi
cng ty, c c nhng hp ng k di hn. chnh l nh uy tn ca cng ty, m
bo giao hng ng nh cam kt vi mc gi ph hp. Nu c xy ra s c, cng ty
cng hp tc cng gii quyt, gi mi quan h hp tc lu di.
2.3.2. Hn ch:
-
Vic cao cht lng dch v khch hng thc cht mi ch c cp ti
trong s mnh ch cha ph bin v ngm vo nhng ngi trc tip thc hin dch
v.
SVTH: MAI NGC TRM
50
Lp 09DQN1
Kha lun tt nghip

-
i ng nhn lc v qun tr ngun nhn lc: Cc phng ban vn cha y
nhn lc cn thit nn dn ti thng phi kim nhim, chng cho cng vic.
Gy nh hng ti thi gian giao nhn v cht lng dch v giao nhn. Bn cnh
o, ngun nhn lc ca cng ty mc d cng c trnh nht nh nhng vn cha
m bo cung cp mt dch v thc s c cht lng. Kin thc c bn ai cng
c trang b nhng i su vo chi tit hay tng tnh hung c th li vp phi
nhiu vng mc (chng hn nh gp phi loi hng cha tng lm bao gi). Mt
s lnh vc khc cng cha nm chc nh cc iu khon qui nh trong lut, lut
quc t, tu b, ngn hng ti chnh, bo him... hn ch kh nng t vn; k nng
v marketing, bn hng... y cng chnh l iu m khch hng cn cm thy cha
tha mn v nhiu vn bc xc nht bi mi s c u lin quan n con ngi.
Nh trn cp, khch hng vn cn cha yn tm v trnh chuyn mn
nghip v ca nhn vin cng nh kh nng x l tnh hung. V qun tr ngun
nhn lc, Cng ty cng cha thc hin mt cch chuyn nghip, khng c phng
ban b phn no chuyn ph trch mng ny. Cc khon lng, thng hay chnh
sch u do phng K ton qun l, ln k hoch v xut vi Ban Gim c.
Cng tc tuyn dng, o to ca Cng ty khng c ln k hoch c th cho tng
thi k m mang tnh b ng. Vic bi dng kin thc cho nhn vin mc d cng
c u t nhng khi c kho hc mi xem xt ng k cho nhn vin tham gia.
-
Cha to dng c mt hnh nh v mt cng ty giao nhn vi dch v
chuyn nghip, c cht lng. c bit l trong khi cc doanh nghip ln, doanh
nghip c vn u t nc ngoi, Melody Logistics cha c bit n bi cht
lng dch v m bo hay yu t no vt tri, khng to c tin cy, ch lm
n c vi nhng khch hng nh, l.
-
H thng i l ln nhng kh nng kim sot b hn ch. Nhiu khi hng
giao chm do vng mc th tc u bn kia hoc hng b xy xc, m; giao hng

sai ch dn, gi sai a ch... Mt s ni vn cn cha thit lp c mng li, nh
hng n vic giao hng ca khch, chm tin do phi tm mt trung gian v
cng gy tm l bt n, lo lng cho tnh trng ca hng ha.
SVTH: MAI NGC TRM
51
Lp 09DQN1
Kha lun tt nghip

-
Hn ch v h thng kho bi: Melody Logistics khng ch trng v vic xy
dng h thng kho bi cho ring mnh m ch yu thu ngoi.

-
H thng mng khng n nh, hay b li mng lm gin on thng tin vi
bn ngoi. Khi mng b ngt, ton b hot ng cng b ngng tr theo, nh hng
n vic giao dch vi khch hng, i tc. C khi mng ni b cn gp s c lm
xo trn d liu, nh hng n vic qun l v tm kim thng tin. y l s c
thng gp nht, gy tn km thi gian v tin bc, cng vic nh tr cho c cng
ty.
-
Gi c tuy c nh gi mc cnh tranh nhng vn cha ng c th
ch ng. Ch yu do quan h m mua c gi tt nhng cc i th cnh tranh

cng c th lm c nh vy.
SVTH: MAI NGC TRM
52
Lp 09DQN1
Kha lun tt nghip
KT LUN CHNG 2
Chng 2 gii thiu tng quan v cng ty Melody Logistics v thc trng cht
lng dch v giao nhn vn ti ti cng ty t rt ra nhng hn ch v u
im ca cht lng dch v giao nhn ti cng ty Melody Logistics.
Trong phn phn tch thc trng cht lng dch v giao nhn ch ra v
phn tch c cc yu t nh hng n cht lng dch v giao nhn cng nh
a ra kt qu thu c t bng kho st nhng khch hng giao dch vi cng
ty v mc hi lng v nhng kin ng gp ca h i vi cht lng dch v
ca cng ty, a ra c mt s ch tiu nh lng th hin cht lng dch v
giao nhn m cng ty hin c. Bn cnh , mt iu ht sc quan trng l chng
2 ch ra c nhng bin php m cng ty p dng duy tr cht lng dch
v giao nhn t khi mi thnh lp n nay.
Nhng l do trn chnh l c s quan trng, l nn tng cho nhng tng,
gii php nng cao cht lng dch v giao nhn ca cng ty s c trnh by
chng 3 tip theo.
SVTH: MAI NGC TRM
53
Lp 09DQN1
Kha lun tt nghip
Chng 3: GII PHP NHM NNG CAO CHT LNG DCH V GIAO
NHN TI CNG TY MELODY LOGISTICS
3.1. Mt s gii php nhm nng cao cht lng dch v giao nhn ti cng
ty Melody Logistics:
3.1.1. Gii php v nhn s:
Con ngi chnh l nhn t trc tip to ra v quyt nh n cht lng ca
dch v. Mc d quy m vn cn nh, cha c mt b phn chuyn v vn nhn
s nhng Melody Logistics lun coi ngun nhn lc l mt ti nguyn v cng qu
gi v l ng lc cho s pht trin. nng cao cht lng dch v giao nhn th
cht lng nhn s cng ty phi c ch hng u.
3.1.1.1. Mc tiu ca gii php:
Gii php ny nhm gii quyt hn ch v nhn s ca cng ty c
cp n trong mc 2.2.2.5, 2.2.4.1, ca chng 2 Thc trng cht lng dch v
giao nhn ti cng ty Melody Logistics.
B sung ngun nhn lc cho nhng phng ban cn thiu ngi do ngh vic
hay phng ban ang trn pht trin cn c thm ngi.
Khuyn khch nhn vin mi pht trin, gi chn cc nhn vin c mang li
nhiu li nhun cho cng ty.
SVTH: MAI NGC TRM
54
Lp 09DQN1
Kha lun tt nghip
3.1.1.2. Cch thc hin v hiu qu d kin:

Hin ti
Ci tin
S lng nhn vin
Cng
ty
Hiu qu
nn
Gim bt p lc cng vic
phng kinh doanh ch c tuyn thm 4 n 5 cho nhn vin kinh doanh hin
5 ngi cho nn hn ch nhn
trong
vic
tm
vin
kinh ti ca cng ty cc nhn vin
kim doanh, v thm 2 ny c thi gian tp trung tm
khch hng. ng thi, nhn vin lm cng kim khch hng.

C thm nhn vin kinh
cc nhn vin kinh doanh vic chng t

nhiu khi thng phi
doanh gip cng ty c thm
kim lun nhim v lm
nhiu c hi tm kim khch
chng t cho cc l hng
hng mi, m rng mng li
ca cng ty, i khi xy
giao dch.
ra sai st hay lm chng
C thm nhn vin lm
t chm, dn ti hng b
chng t gip cho th tc chng
gi li ti cng, khng
t c tri chy, nhanh chng
ly i hay xut ra nc
v chnh xc hn
ngoi c.
Phng hng nhp c
Cng
ty
nn
C thm nhn vin giao
6 nhn vin trong ch tuyn thm 1 n 2 nhn gip cng vic c tin
c 1 nhn vin lm cng nhn vin giao nhn hnh tri chy, nhanh chng
tc giao nhn ti cng, cho mi phng hng hn, hng khng b chm trong
phng hng xut c 5 nhp v hng xut.
nhn vin trong cng
cng tc giao, nhn do ch c 1
Phn cng c nhn vin nh trc na.
ch c 1 nhn vin giao th nhn vin no
Phn cng c th gip cho
nhn ti cng. Nhiu ph trch cng no, cc nhn vin nm r mnh ch

trng hp l hng ti hay khu vc giao cn tp trung vo khu vc hay
th dn ti tnh trng lm hng no.
nhng cng c th, tp trung
khng kp, nh hng
thc hin cng vic, xy dng
SVTH: MAI NGC TRM
55
Lp 09DQN1
Kha lun tt nghip

thi
gian
giao,
nhn
cc mi quan h ti nhiu
hng.
hn.
Cng ty cha c
Nn c thm
Nng cao trnh nhn
phng nhn s, mi hot phng nhn s m vin cng ty do c phng nhn

ng tuyn dng, o nhn nhim v tuyn s hun luyn bi bn.
to, thng pht,... u dng v o to
Tng nim tin ca khch
do Gim c trc tip nhn vin mt cch hng vo kin thc, k nng ca
thc hin.
chuyn nghip hn.
Mi thng cng ty
Nn c t nht 1
t chc 2 bui hp gia ngy
trong
nhn vin cng ty.

cc phng nm tnh
thng hnh kinh doanh ln nhau,
Gim c v cc trng cng ty t chc hp xut cng tc h tr nhau cng

phng, khng c s tham c s tham gia ca pht trin.
gia ca nhn vin cng y nhn vin
Cc
ty.
Nhn vin cng ty c
trng pht biu kin trc tp th,
Cc trng phng phng nn gp mt gip nhn vin cm nhn c

ch lin lc, thng bo nhn vin cng vai tr ca mnh trong vic m
vi nhn vin qua skype trao i, v y l bo cht lng dch v chung
hay mail ni b, cha t knh phn hi nhanh ca Cng ty v c trch nhim
chc c cc bui hp v gn nht i vi hn vi cng vic. ng thi,
gp mt trc tip.
nhn vin.
thc mc c tp th cng h
Khuyn
khch tr gii quyt s gip cho cng
nhn vin ch ng vic tin hnh tri chy hn.

hn trong cng vic,
em thc mc ca
mnh nu ra mi
ngi ngh cch gii
quyt.
SVTH: MAI NGC TRM
56
Lp 09DQN1
Kha lun tt nghip
Phng hng nhp a
Nn c s b
Gip cng vic tri chy
s nhn vin c kinh sung nhn s cho hn, nng cao doanh thu, kinh
nghim lm vic hn phng hng xut, c nghim lm vic cho nhn vin
phng hng xut nn s phi hp, chia s phng hng xut, 2 phng pht
thng vt ch tiu, kinh nghim gia trin ng u ko theo s pht
trong khi phng hng nhn vin 2 phng trin ngy cng ln mnh ca c
xut cn cha pht huy vi nhau.
cng ty.
c kh nng ca mnh.
Cng tc gii quyt
Khi
thc
Khch hng tin tng vo
khiu ni cn cha tha mc, khiu ni t s chuyn nghip ca cng ty,

mn khch hng.
pha
khch
hng, nng cao hnh nh cng ty trong
cng ty nn khuyn lng khch hng, to c hi hp

khch nhn vin a tc lu di.
ra hng gii quyt,
sau chn ra cch
hp l nht, va
trnh lm mt lng
khch hng va m
bo li ch cng ty.
3.1.2. Gii php v cng tc o to:
3.1.2.1.
Mc tiu ca gii php:
Gii php ny nhm gii quyt cc hn ch c nu ra mc 2.2.2.2,

2.2.4.1, 2.3.2 ca chng 2- Thc trng cht lng dch v giao nhn cng ty
Melody Logistics
Nng cao trnh qun l iu hnh cho cc trng phng.
Nhn vin ca cng ty phi c chuyn mn vng vng, k nng tt trong
cng vic.
SVTH: MAI NGC TRM
57
Lp 09DQN1
Kha lun tt nghip
Hin ti
Ci tin
Mt s nhn vin
Hiu qu
Khuyn khch
Do cc chng t ca cng
mi cn hn ch v trnh nhn vin t trau di ty a s bng ting nc ngoi

ngoi ng.
ngoi ng, t chc nn vic bi dng thm kin
Nhn vin c ch c bi dng cho h thc ngoi ng s gip cho cng

mt s nhn vin thng cc lp ngoi ng vic c hiu qu, gim thiu
xuyn
giao
tip
vi chuyn ngnh, phc sai st ng k trong qu trnh
khch hng nc ngoi, v cng vic.
lm vic
Bn cnh ting
cn li kh th ng.
Thm ngoi ng mi gip
Anh, khuyn khch cng ty d dng giao tip vi cc

nhn vin cng ty i l, i tc hn. ng thi,
nn trau di thm 1 nhn vin cng c nng cao
ngoi ng mi (Hoa, trnh , t tin hn trong giao
Nht, c,..)
tip vi khch hng nc ngoi
Khi c khch trong mt s trng hp h

hng
ngoi, khng dng ting Anh lm ngn
nc
khuyn khch cc ng chnh.

nhn vin thay phin
Tng s t tin v kinh
nhau gp g, bn nghim giao tip vi khch hng

bc cng vic.
nc ngoi. Nng cao uy tn,

cht lng nhn vin cng ty.
Trnh
chuyn
Cng ty nn
Xy dng c nhn vin
mn ca nhn vin cng to iu kin c trnh v chuyn mn cao,

ty cha to c nim tin nhn vin t nng gip mang li hiu qu cao nht
cho khch hng. Do l cao nng lc nghip trong cng vic => Cng ty pht
nhng ngi tr nn a v bng cch t hc, trin theo hng ngy cng
s nhn vin cng ty cn qua
cha
nhiu
cc
lp
bi chuyn nghip.
kinh dng, b sung cc
SVTH: MAI NGC TRM
58
T vn hiu qu, gip
Lp 09DQN1
Kha lun tt nghip
nghim, ch yu va lm kin thc v lnh vc khch hng tin tng vo trnh

va hc b sung chuyn hng hi, giao nhn, nhn vin cng ty, thng
mn J Cng tc t vn lut quc t,..
xuyn lin lc v an tm trong
cho khch hng hay gp
giao dch vi cng ty.
kh khn do thiu st
kin thc chuyn mn
Nghip
giao
T giao nhn
Cc th tc giao nhn hng
nhn vn ti ca t giao hng ha cn c ha c thc hin nhanh gn,

nhn cn nhn c b sung kin thc v chnh xc, p ng tt yu cu
phn nn v cht lng nghip v giao nhn ca khch hng.
hng giao cng nh thi vn ti.
gian giao hng, cc th
tc giao nhn hng ha
vn cn cha thc hin
tt.
Cng tc o to
Cng ty nn
Nng cao trnh qun l
pht trin cha tht s thit k chng trnh iu hnh cho cc trng phng.
c quan tm v vy o to ca ring
Nhn vin ca cng ty c
cht lng cha cao. mnh, m bo cht chuyn mn vng vng, k nng
Cng tc o to ca lng ngun nhn tt, c ng lc hon thnh tt
cng ty cha c mt k lc ng nh trong nhim v c giao.
hoch chi tit, di hn. hoch nh, khng
Mc d cng c hng ch v kin thc
dn, gii thiu cho nhn chuyn mn m cn
vin mi cha c kinh v k nng mm.
nghim v cng vic
thng
qua
cc
nhng
bui chnh sch hp l
training (o to) song ng vin tinh thn,
SVTH: MAI NGC TRM
59
Lp 09DQN1
Kha lun tt nghip
vn cn cha th hin to ng lc lm
c s chuyn nghip, vic cho nhn vin
gi gic cn t pht, cng ty
khng c lch c th,
kin thc cn truyn t
qu nhiu m thi gian
ch c 3 bui (mi bui 2
ting ng h),
Bin php o to:
Nu ch n gin nhn vin c km nhn vin mi th kin thc thu v s
khng mang tnh h thng v nhn vin mi cng s chu nh hng nhiu bi suy
ngh ch quan ca ngi km mnh. Tt nhin khng cn qui m ln nhng nhng
ti liu lin quan cn c thit k mt cch bi bn, chuyn nghip; ngi ging
dy ngoi chuyn mn v am hiu v chin lc, chinh sch ca Cng ty cng cn
c kin thc c bn v s phm nhm tng cao hiu qu truyn t. Song song vi
l i theo nhng ngi i trc ly kinh nghim bi tip cn vi thc t l
cch nhanh nht nm bt c cng vic.
V chng trnh o to, y l mt ni dung rt phong ph. Nhng hiu bit
quan trng nht Cng ty cn trang b cho tt c cc nhn vin (bt k mi hay c, c
kinh nghim hay cha) chnh l s mnh, chnh sch hoch nh (c bit v cht
lng), vn ha cng ty... Vi b phn chng t th chuyn mn nghip v c t
ln hng u cn cc v tr khc nh sales, marketing, Customer Services do tip
xc trc tip vi khch hng nn nhng kin thc, k nng khc l rt quan trng.
Mun cung cp mt dch v c cht lng trc ht phi lm cho khch hng tin
tng ngay t nhng tip xc u tin, th hin qua chnh kh nng ca nhn vin
. Yu cu ca khch hng i vi dch v ca Cng ty bao gm c kh nng t
vn ca nhng nhn vin tip xc trc tip khch hng. chinh phc c ngay
c nhng ngi kh tnh nht th nhn vin cn phi c trang b cc kin thc
SVTH: MAI NGC TRM
60
Lp 09DQN1
Kha lun tt nghip
tng hp ch khng th ch ni v gi, lch tu, lch my bay v li th ca Cng ty.

Ngoi ra, thng qua tr chuyn cn phi nm c tm l, k c s thch c nhn
ca khch hng. Ty tng i tng m c cch tip xc khc nhau v mc tiu
cui cng vn l tha mn h c v chuyn mn ln giao tip quan h. Vi khch
hng mi th vai tr t vn c th hin r rng nht cn vi khch hng c th li
khng nn ni nhiu, c khi cn hi li, th hin s tn trng v cng l hc hi
c thm kin thc t h.
Kin thc:
-
Nhng kin thc c bn v giao nhn hng ha: Bao gm c qui trnh giao
nhn, cc th tc chng t cn thit; tm ra c cho khch hng phng thc giao

nhn ti u; kin thc v k nng lin quan n vn ti a phng thc, lin vn
chuyn, i hi ngi lm phi bit thit k ng lin vn cho hng ha theo yu
cu door to door, gii quyt vic tip chuyn gia cc phng thc vn ti v cc
chng t hng ho lin quan n qu trnh vn chuyn.
-
Kin thc v a l: S hiu bit v cc khu vc, thng thuc mng li giao
thng vn ti, phn b cng bin, cng hng khng trn th gii; c im a hnh
ni n... tnh ton, chn phng n ti u theo yu cu ch hng;
-
Kh nng ngoi ng: y l mt ngnh c th trong thng mi quc t nn
trang b vn ngoi ng tt gip cc nhn vin c th ch ng trong giao dch vi

i tc l ngi nc ngoi v kh nng hiu cng nh lp c cc vn bn, chng
t lin quan hn ch xy ra cc sai st khng ng c do thiu hiu bit v ngoi
ng;
-
Cc lut l lin quan n xut nhp khu, cc qui nh v Hi quan trong
nc v quc t: Nh chnh sch thu quan, phi thu quan, chnh sch bo h mu
dch trong nc... c th t vn c cho khch hng;
-
Php lut, tp qun quc t: Tiu biu nht chnh l cc iu khon thng
mi quc t Incoterms 2000, qui nh cc iu khon v giao nhn hng ha, trch
nhim ca cc bn lin quan v vic tr tin vn ti, th tc Hi quan, bo him
hng ha, trch nhim v tn tht v ri ro trong qu trnh vn chuyn... Nm chc
SVTH: MAI NGC TRM
61
Lp 09DQN1
Kha lun tt nghip
cc iu khon ny, cc nhn vin c th t vn c cho khch hng ca mnh

trong vic k kt hp ng ngoi thng sao cho c li nht. Tn trng tp qun v
hiu bit v lut php quc t
-
Cc loi hng ha: Mi loi hng ho c c th khc nhau, cn ng gi,
bo qun, vn chuyn bng cc phng tin khng ging nhau, yu cu th tc

cng khc nhau... nn cn c s hiu bit nht nh t vn v m bo cho qu
trnh giao nhn hng din ra sun s. V d nh nhng mt hng no cn phi c
giy chng nhn xut x hng ha, form g; hng ng lnh cn bo qun nhit
no, trong thi gian bao lu; hay hng ri nh clinker cn thu tu no, cn nhng
th tc chng t g...
-
Cc phng thc vn ti: Vn ti quc t ph bin c hai phng thc l
ng bin v ng hng khng. Mt ngi lm giao nhn gii cn nm chc

c c im ca cc phng thc ny, u nhc im mi loi v phng tin
vn ti, gi cc, im n, thi gian, an ton, loi hng ph hp, cch tnh khi
lng, tnh hnh th trng, cc iu kin thu tu... Ngay c c im cc loi
container cng cn phi c s hiu bit nht nh v chng loi, ty kch thc tng
loi container chn xe cho ph hp sao cho khng vt qu quy nh...
-
Ngn hng: Trong thanh ton quc t, thanh ton qua ngn hng l phng
thc ph bin bi tnh an ton v tin dng nhng cng phc tp hn. c th t
vn c cho khch hng v cc phng thc thanh ton (m L/C, Collect...) nhn
vin cn phi c nhng kin thc c bn v thanh ton quc t, tn dng, cc loi
chng t, qui nh v thi hn...
-
Bo him: Hng ha chuyn ch trn bin thng gp nhiu ri ro, tn tht
nn bo him hng ha ng bin rt ph bin trong ngoi thng. k kt hp

ng bo him cn phi nm vng cc iu kin bo him da trn iu khon
trong hp ng, tnh cht hng ho, tnh cht bao b v phng thc xp hng, loi
tu chuyn ch.v.v...
Ngoi t o to, Cng ty cng nn t chc cho cn b, nhn vin ch cht
i hc cc kha nng cao nghip v do cc n v hoc trung tm c uy tn ng ra
SVTH: MAI NGC TRM
62
Lp 09DQN1
Kha lun tt nghip
t chc.
Thc ra, vic o to ch l mt phn, ng vai tr quan trng trong thi gian
u i vi nhng nhn vin mi. Cng ty nn khuyn khch cc nhn vin t tm
hiu, cp nht thm cc kin thc mi, c th h tr phn no:
-
Khuyn khch nhn vin ng k cc kha hc nng cao nghip v ngoi
thng vi nhng ngi tri ngnh tri ngh. Cng ty c th c nhng u i hn v

d nh thi gian lm vic.
- t mua cc tp ch, n phm chuyn ngnh nh Tp ch Ch hng Vit Nam
Vietnam shipper, Tp ch Vietnam Shipping Gazette... cung cp kh nhiu thng
tin cp nht v ngnh.
- Khuyn khch nhn vin tham gia vo cc din n trn mng nh din n
giao nhn v vn ti http://vietship.vn, din n hng hi Vit Nam http:
//www.vinamaso.net, din n trng i hc Ngoi thng c s 2 http:
//www.ftu2.com... va to mi quan h va bit thm c kin thc. ng gp
kin, gii p thc mc ca cc thnh vin khc nu mnh bit hoc chia s cc
vng mc ca mnh mi ngi cng tho lun. Tuy ch l cng ng o nhng
vic chia s kin ca mnh cng l mt ln cp nht kin thc v p dng cho
cng vic.
K nng mm:
Bn cnh vic trang b cho nhn vin cc kin thc lin quan n cng vic th
nhng k nng mm khc cng cc k quan trng trong vic phc v khch hng.
y chnh l k nng bn hng m quan trng nht chnh l s nhy cm, linh hot.
-
K nng giao tip, thuyt phc ngi nghe nhng vn m bo s trung thc
v kh nng chuyn mn;

- Nm bt tm l, mong mun, s thch c nhn khch hng cng nh cc nhu
cu v cng vic;
Yu cu i vi mt nhn vin tip xc vi khch hng chnh l th hin c
s chuyn nghip:
SVTH: MAI NGC TRM
63
Lp 09DQN1
Kha lun tt nghip
- Trong dng v: Ti tnh gn gng, trang phc ph hp tot ln v t tin v

tin cy, tc phong lch s, lun mang s tay v cc cng c bn hng cn thit
(catalog, bo gi...);
- Trong thi phc v: Suy xt mi vic trn quan im ca khch hng,
quan trng l lm tha mn c khch hng v em li lng tin cho h;
Khch hng s tuyt i hi lng khi gp c mt ngi c y c s
hiu bit v rt nhiu lnh vc chuyn mn ln cc vn trong cuc sng v thu
hiu c nhu cu ca mnh. Chnh nhng iu s to ra c nim tin v s
tha mn ni h, gip h yn tm v cht lng dch v ca Cng ty tip tc
giao dch vi cng ty thm nhiu n hng na.
To ng lc trong lao ng:
Mun nng cao cht lng ngun nhn lc trong Cng ty th phi to cho h
ng lc lm vic v phn u. To ng lc c th t lng, thng, cc phc
li x hi, iu kin lm vic, kh nng thng tin...
Cng ty c nh mc lng, hoa hng v qui nh v vic tng lng.
to ng lc cho mi ngi lm vic ht mnh hn, Cng ty cng nn xy dng cc
bng lng qu cho mi phng, b phn. Mi qu c nhng phn thng xng ng
cho nhng nhn vin t c thnh tch cao.
Ngoi vic mua y cc loi bo him cho nhn vin nh Bo him y t, x
hi, Cng ty cng p ng c phn no nhu cu tinh thn ca nhn vin. Hng
nm vo dp Tt, h... bng cc chuyn i xa du lch, ngh mt... Melody Logistics
cha c t chc Cng on nn mi vic u do Gim c qun l.Cng ty cng
cn y nhanh vic thnh lp mt t chc Cng on c th quan tm st sao hn
n i sng ca cn b nhn vin, m bo quyn li cho h.
V kh nng thng tin, thc ra qui m ca Cng ty kh nh nn khng c
nhiu c hi ln nhng v tr cao hn. Tuy vy, nu ai thc s xut sc th vn c
c hi cho mnh bi Cng ty lun ang m rng qui m, phm vi hot ng trong
tng lai v rt cn nhng ngi gii, c tm huyt.
SVTH: MAI NGC TRM
64
Lp 09DQN1
Kha lun tt nghip
3.1.3. Gii php v c s vt cht, trang thit b v cng ngh, h thng

thng tin:
Nh trnh by cc phn trc, Melody Logistics trong 2 nm qua rt
ch trng ti vic nng cp c s vt cht, trang thit b v cng ngh. Tuy nhin,
trong thi gian ti, cng ty cn c nhng gii php nhm ti a ha li ch ca cc
sn phm hu hnh ny cng nh h thng thng tin c th tha mn khch hng
mc cao nht.
3.1.3.1. Mc tiu ca gii php:
Gii php ny nhm gii quyt nhng hn ch v trang thit b vn phng,
cng ngh, h thng thng tin c nu ra mc 2.2.2.3, 2.3.2 ca chng 2Thc trng cht lng dch v giao nhn ti cng ty Melody Logistics
m bo cng ty vn hnh trong iu kin thun li v c s vt cht, to
mi trng lm vic thun li nht cho nhn vin.
To c hnh nh tt trong lng khch hng khi giao dch vi mt cng ty
chuyn nghip, hnh nh cng ty tt, trang thit b y .
3.1.3.2. Cch thc hin v hiu qu d kin:
Hin ti
Ci tin
Cng ty c website
Hiu qu
Cng ty nn u
ring nhng thc t hu t
hn
nh khng c thng tin website,
na
Nhiu khch hng bit n
vo Melody Logistics hn, tng
thng thin cm cng nh nim tin
cp nht, ch c mt vi xuyn cp nht tnh ca khch hng rng y thc

thng tin gii thiu s hnh hot ng cng s l mt cng ty chuyn
nt.
nh cc dch v ln nghip, c cp nht tnh hnh

website
cng
ty. kinh doanh c th, r rng, ch
C mt i ng qun trng u t qung b hnh nh.

tr website chuyn => Tng uy tn cng ty, thu ht
SVTH: MAI NGC TRM
65
Lp 09DQN1
Kha lun tt nghip

nghip,
qung
b nhiu khch hng, tit kim thi
hnh nh cng ty theo gian v tin bc cho cng tc

hnh thc online.
tm kim khch hng ca phng
Website khng kinh doanh, khch hng c th

ch n thun gii theo di n hng ca mnh ti
thiu v mnh, v nh.
dch v ca mnh m
cn phi c c cc
tin ch m khch
hng cn nh cng c
track and trace (theo
di n hng), lch
tu, e-booking, theo
di chng t
H
thng
mng
Cng ty cn c
m bo cng vic tin
khng n nh, hay b li nhn vin ph trch hnh lin tc, tit kim thi
mng lm gin on IT hoc thu ngoi ti gian, cng sc v tin bc cho
thng tin vi bn ngoi. mt a ch ng tin cng ty.
Khi mng b ngt, ton cy, m bo khc
b hot ng cng b phc cc s c my
ngng
tr
theo,
nh tnh mt cch nhanh
hng n vic giao dch chng,
hiu
qu.
vi khch hng, i tc. Ci t phn mm

C khi mng ni b cn Teamview nhn
gp s c lm xo trn vin sa cha c th
d liu, nh hng n sa my tnh m
vic qun l v tm kim khng cn trc tip
thng tin. y l s c ln cng ty.
SVTH: MAI NGC TRM
66
Lp 09DQN1
Kha lun tt nghip

Dng
thng gp nht, gy tn
chung
km thi gian v tin my pht in vi

bc, cng vic nh tr cng ty Gia V gn
cho c cng ty.
bn khi xy ra cp
in.
Cng ty khng ch
Cng ty nn u
To s linh hot, ch ng
trng v vic xy dng t cc phng tin trong qu trnh vn ti cng nh

h thng kho bi cho vn ti, xe nng, cnh tranh gi dch v vi i
mnh,vic bc xp vn phng tin xp d th kinh doanh c tt hn.
ch yu l lao ng th cng nh ch trng
Bo quan hng ha tt,
cng ch cha c cc xy dng kho bi tng uy tn cho cng ty.

cng ngh bc xp t ring.
ng. Cc phng tin
Ci
Cng tc giao nhn thc

tin
h hin chuyn nghip, nhanh gn,
nng d, u ko cont., thng qun l sp xp to s hi lng cho khch hng,

i xe vn chuyn... phi hng ha trong kho tit kim thi gian v chi ph
i thu ngoi. Cng tc bi mt cch khoa cho cng ty.
qun l kho bi cng vn hc
theo phng php truyn
ng dng cc
thng, cha p dng phn mm hin i

nhng tin b ca cng phc v qu trnh
ngh thng tin vo qun giao nhn hng.
l nh phn mm tin
tin kim sot ton b
qu trnh nhp, xut, giao
hng, kim k, d bo...
hay qun l hng ha
bng m vch.
SVTH: MAI NGC TRM
67
Lp 09DQN1
Kha lun tt nghip
3.2. Kin ngh:

i vi Cng ty:
Hon thin h thng thng tin trn trang web ca cng ty.
u t thm h thng vn ti nh xe ko u siu trng, siu trng to
s linh hot trong qu trnh vn ti cng nh cnh tranh gi dch v vi i th kinh

doanh c tt hn, u t trang thit b chuyn dng phc v cho cng tc giao
nhn nh xe nng, phng tin xp d.
Ci tin h thng qun l cng nh sp xp hng ha trong kho bi mt cch
khoa hc bo qun hng ha tt, tng uy tn cho cng ty.
Thng xuyn m lp bi dng, chuyn tu ngn hay di hn cng c
kin thc giao nhn, k nng cho nhn vin cng ty.
Duy tr v tm kim thm i l trong v ngoi nc.
M rng phm vi giao nhn hng ha cc tnh.
Pht trin b phn giao nhn trong cng ty vi mng li giao nhn ton cu,
a dng ha cc hnh thc, phng thc giao nhn.

i vi Nh nc:
Tng cng vai tr ca Nh nc: Vai tr nh hng v h tr ca Nh
nc l cc k quan trng. Hot ng ca cc cng ty giao nhn trong nc cn ri

rc thiu tnh tng th v di hn. Ngay bn thn cc doanh nghip Logistics cng
cha c mt hip hi Logistics thc s vi s tham gia ca Nh nc. Ti nay
chng ta mi ch c Hip hi giao nhn kho vn Vit Nam. Nhng bn thn tn ca
hip hi ny cng qu c. Singapore chuyn hip hi giao nhn thnh hip hi
Logistics t kh lu nhng Vit Nam th vn nh vy. R rng nhn thc l iu rt
quan trng trong vic thc y s pht trin ca cc thnh vin.
u t pht trin c s h tng: Ci thin ngun ti nguyn cho ngnh:
cng, sn bay, cng thng quan ni a, ng b, ng st, kho bi, trang thit b
v cc nh ch c lin quan nh thu, bo him, ngn hng, mi trng Tt c
cc ngun ti nguyn phi c sp xp mt cch hp l trong mt bn quy
SVTH: MAI NGC TRM
68
Lp 09DQN1
Kha lun tt nghip
hoch lin hon, c kh nng tng tc v h tr qua li ln nhau mt cch hiu

qu. Cn u t v nng cp h tng giao thng vn ti, khuyn khch vn ti
container ng st, ch trng u t xy dng cng nc su trung chuyn trong
khu vc.
Ci thin, hin i ha cc th tc hnh chnh: Th tc Hi quan phn
no ng dng cng ngh thng tin hin i gip cho cc doanh nghip khai quan
c thun tin hn. Tuy nhin, tnh trng cc chi ph ngm gii quyt vn v
thi gy kh khn cho cc doanh nghip vn cn tn ti. VIc minh bch ha v
n gin ha cc th tc hnh chnh l iu khn thit phi lm khi Vit Nam ang
ngy cng hi nhp su rng vi th gii.
y mnh giao thng cp Nh nc ti cc khu vc khc nhau trn th
gii: Nhiu khu vc Nh nc cn cha c quan h giao thng s gy kh khn

trong vic tip cn th trng. Cc tham tn thng mi Vit Nam ti nc ngoi c
vai tr rt ln trong vic cung cp thng tin v i tc cho doanh nghip v ngn
hng thanh ton trong nc. Th nhng lu nay, vai tr ca tham tn trong vn
ny ht sc m nht. Mt s ni nh chu Phi, M La tinh... cc c quan i din
thng mi vn cn rt mng vn cn rt mng, cha bao qut ht th trng,
khng cung cp thng tin cho doanh nghip. Do vy, Nh nc cn nhanh chng
thit lp cc c quan i din ngoi giao, i din thng mi nhng vng trng
im nhm gim bt tnh trng mt c quan i din kim nhim nhiu nc dn
n hiu qu khng cao. c bit l m cc c quan thng v v y l iu kin
ht sc quan trng trong vic thc y quan h thng mi. Tng cng m phn
song phng, a phng sm k kt hip nh thng mi nhm to ra mt
khun kh php l cn thit v y gip cho vic m rng quan h trao i, quan
h thng mi. Bn cnh , cng tc xc tin thng mi cng cn c nhng h
tr mang tnh c th nh: Chnh ph cn h tr kinh ph c th ln n 100% cho
cc on i tm hiu trong chng trnh xc tin thng mi trng im quc gia...
Cng tc gio dc o to nhn s trong ngnh Logistics: Chng ta ang
thiu mt i ng chuyn vin trong ngnh logisitics chuyn nghip v c o

SVTH: MAI NGC TRM
69
Lp 09DQN1
Kha lun tt nghip
to bi bn. Bn thn cc trng i hc ln cng cha h c khoa dy v ngnh

ny, sinh vin ch c hc mt t trong mn Giao nhn vn ti, K thut nghip v
ngoi thng v ni dung ch yu nghing v vn ti v giao nhn ng bin. Do
, xy dng mt ngnh Logistics chuyn nghip th cng vic xy dng mt i
ng nhn s chuyn nghip mang tnh quyt nh. Trc mt cn t chc thm
nhiu lp bi dng kin thc Logistics trong nc v nc ngoi thng qua cc t
chc nh U ban Kinh t v X hi Chu Thi Bnh Dng (ESCAP), Hip hi
Giao nhn Chu (AFFA), Lin on cc Hip hi giao nhn quc t (FIATA)...
V lu di, cn ch trng pht trin cc kha o to di hn ti cc trng i hc,
cao ng; ch trng ngay t gio trnh, i ng ging vin...
SVTH: MAI NGC TRM
70
Lp 09DQN1
Kha lun tt nghip
KT LUN CHNG 3
Trong tnh hnh thc t ngy nay, cht lng dch v tr thnh vn ca
mi cng ty bi ch c mang li cht lng dch v tt th cng ty mi tn ti v
ng vng trn th trng. Qua nghin cu c s l lun chng 1, phn tch thc
trng cht lng dch v giao nhn ca cng ty Melody Logistics chng 2 th
chng 3 ny a ra cc gii php nhm nng cao cht lng dch v ca cng
ty khc phc nhng hn ch nu, gip cng ty ngy cng pht trin hn na.
Bn cnh , chng 3 cn a ra mt s kin ngh cp cng ty, v kin
ngh cp v m Nh nc nhm to iu kin ti a pht huy hiu qu
thc hin cc gii php.
Gii php a ra cho cng ty Melody Logistics l phi ngy cng nng cao
cht lng ngun nhn lc thng qua tuyn chn, o to v pht trin, nng cao c
s h tng, trang thit b cng ngh phc v tt hn, nhanh hn. Thc hin
nhng gii php ny s gp phn nng cao nng lc cnh tranh ca cng ty, to s
khc bit ca Melody Logistics so vi cc i th khc trn th trng, tng cao hn
na lng khch hng cng nh li nhun trong thi gian ti.
Tuy nhin, ty vo tnh hnh hin ti m cng ty s vn dng cc gii php nh
th no l ph hp. Vic vn dng cc gii php chnh l ngh thut ring ca cng
ty, v th cc gii php ch mang tnh cht l ngun tham kho cho cng ty c th
xem xt v p dng sao cho pht huy c hiu qu cao nht ca tng gii php.
SVTH: MAI NGC TRM
71
Lp 09DQN1
Kha lun tt nghip
KT LUN CHUNG
Thi gian 3 thng nghin cu hon thin ni dung ti tuy khng di
nhng gip tc gi tm hiu r hn v cng ty Melody Logistics, nhn ra c
cc yu t nh hng n cht lng dch v ca cng ty hin nay. Trn c s phn
tch cc yu t, c th thy c cng tc tuyn chn, o to, b tr ngun nhn lc
v cc hn ch trong c s vt cht, trang thit b chnh l nhng iu quan trng
nht gy nh hng n s pht trin ca cng ty trong thi gian qua.
Bn cnh vic nghin cu ti cng ty, tc gi cn thc hin bng kho st
khch hng c th nh gi cht lng dch v giao nhn ca cng ty mt cch
chun xc hn. Theo s liu thng k c t kho st th vn cn mt b phn
khch hng cha nh gi cao v cht lng dch v ca cng ty, s im dnh cho
s hi lng a s mc trung bnh, i hi cng ty phi ngy cng nghin cu
hon thin hn na trong cng tc tha mn nhu cu khch hng.
Melody Logistics l mt cng ty cn non tr trn th trng kinh doanh dch
v giao nhn vn ti, mc d vn cn tn ti mt s hn ch trong qu trnh hon
thin cng tc nng cao cht lng dch v ca mnh nhng v ang tng bc
khng nh thng hiu trong lng khch hng v mt cng ty kinh doanh uy tn v
hiu qu. Vn t ra l cng ty phi lm th no ti thiu ha cc nhc im
v pht huy cc u im sn c. Qua nh gi thc trng cht lng dch v ca
cng ty, tc gi a ra mt s gii php c bn nhm nng cao cht lng dch
v, p ng tt hn nhu cu khch hng m quan trng nht chnh l nng cao cht
lng ngun nhn lc, c s h tng, trang thit b. Cng vi l mt s kin ngh
vi cc c quan cp trn nhm ci thin mi trng kinh doanh v to c s cho
ngnh Logistics c iu kin pht trin trong thi k hi nhp.
Nhng gii php ra s l ngun tham kho hu ch cho cng ty trn con
ng i n thnh cng ngy cng rc r hn sp ti.

SVTH: MAI NGC TRM
72
Lp 09DQN1
Kha lun tt nghip
TI LIU THAM KHO

Sch v gio trnh chuyn kho:
Sch ting Vit:
+ T in Bch khoa Vit Nam
+ Lut Thng Mi Vit Nam.
+ Tc gi Phm Mnh Hin Hiu nh: Nh gio u t Phan Hu Hnh
(2010). Nghip v Giao nhn Vn ti v Bo him trong Ngoi thng,
NXB Lao ng- X hi
+ Hu Vinh (2006) Marketing Xut nhp khu- NXB Ti chnh
+ Th.s Nguyn Hong Huy (2012) Cc bi vit v dch v v thng mi
dch v
+ GS.Ts Nguyn nh Phan (2005) Gio trnh qun tr cht lng trong
cc t chc NXB Lao ng X hi.
Sch ting Anh:
+ Ashok Kumar (2013) Analysis of Service Quality Using Servqual
Model LAP LAMBERT Academic Publishing
Bo, tp ch:
+ Vietnam shipping Gazette Tp ch chuyn ngnh giao nhn vn ti Vit
Nam
+ Thi bo Kinh t Si Gn
Cc website:
+ www.xuatnhapkhauvietnam.com (Website Xut nhp khu Vit Nam)
+
www.vietship.vn (Viet Ship Din n giao nhn v vn ti Vit Nam)
+ www.vietnamshippinggazette.com (Tp ch chuyn ngnh giao nhn vn

ti Shipping Gazzet)
+ www.vnexpress.net (Bo Tin nhanh Vit Nam)
SVTH: MAI NGC TRM
73
Lp 09DQN1
Kha lun tt nghip
+ www.vneconomy.com.vn (Thi bo kinh t Vit Nam)

+ www.wikipedia.com (Bch khoa ton th m)
+ www.hutech.edu.com (Trng i hc K thut cng ngh)
Ti liu gc ca cng ty Melody Logistics:
+ Bo co kt qu kinh doanh ca cng ty Melody Logistics trong 3 nm
(2010-2012)
+ Danh mc cng bin m cng ty c thc hin dch v giao nhn
+ S liu v t l giao hng, trang thit b, c s vt cht,
+ Cc quy nh ca chc nng, nhim v tng phng ban.
SVTH: MAI NGC TRM
74
Lp 09DQN1
Kha lun tt nghip
PH LC A
y l bn cu hi phng vn khch hng, nh gi cm nhn ca h v cht
lng dch v ca cng ty ni chung v cht lng dch v giao nhn vn ti ni
ring.
V l do m bo gi b mt nhng thng tin m khch hng cung cp nn
em khng nh km danh sch cc cng ty c hi y, kt qu ca bi kho st
c nu ln trong phn 2.2.2 nh gi da trn cm nhn ca khch hng theo 5
tiu thc RATER cht lng dch v trong ti nghin cu.
SVTH: MAI NGC TRM
75
Lp 09DQN1
Kha lun tt nghip

BNG CU HI PHNG VN
DNH CHO I TC KINH DOANH CA MELODY LOGISTICS

Xin cho anh/ ch,
Em l Mai Ngc Trm, sinh vin lp 09DQN1 khoa Qun tr kinh doanh, i
hc K thut Cng ngh Thnh ph H Ch Minh - M sinh vin: 0954010559
Hin em ang lm lun vn tt nghip vi ti CC GII PHP NHM
NNG CAO CHT LNG DCH V GIAO NHN HNG HA BNG
NG BIN TI CNG TY TNHH GIAO NHN VN TI GIAI IU
(MELODY LOGISTICS). nh gi v cm nhn ca khch hng i vi cht
lng dch v ca cng ty, em thit k bn cu hi v ng ra nghin cu hon
ton c lp. Em mong anh/ch dnh cht thi gian gip em hon thnh bi phng
vn ny. Ton b cc thng tin trong bi c m bo gi B MT TUYT I,
kt qu ch c th hin da trn phn tch d liu ca tng th mu nghin cu.
Kt qu ca cuc nghin cu nh ny khng ch gip em hon thnh chuyn
tt nghip m quan trng hn, em mong l mnh c th nh gi c cm nhn
v nhu cu ca qu cng ty anh/ch i vi dch v ca cng ty Melody Logistics,
t c th xut mt s gii php nng cao cht lng dch v cng ty
Melody Logistics ngy cng phc v tt hn nhu cu ca qu cng ty anh/ch.
Cc thng tin c nhn di y ch nhm mc ch xc nhn tnh chn thc
ca bi phng vn. Em xin cam oan rng ton b cc thng tin trong bi s c
bo mt hon ton v ch s dng cho mc ch nghin cu!
SVTH: MAI NGC TRM
76
Lp 09DQN1
Kha lun tt nghip

THNG TIN P VIN
Tn cng ty anh/ch:
Tn ca anh/ ch:
S in thoi:
E-mail:
1. Cng ty ca anh/ch l loi hnh doanh nghip no sau y?
Doanh nghip(DN) c vn u t nc ngoi
Cng ty t nhn/ c phn/ TNHH
DN Nh nc
Khng c t cch php nhn (c nhn, ca hng)
2. Nhng hat ng no sau y m cng ty anh/ch s dng dch v
ca Melody Logistics?
Vn ti ni a
Thu tu lu cc (Vn ti quc t)
Dch v kho bi
Giao nhn hng
Lm th tc hi quan
Xin cp C/O, kim dch, hun trng...
ng gi, chn lt hng ha
Mua bo him
Lm th tc thanh ton
Dch v khc: ___________________________________________________
__________________________________________________________________
__________________________________________________________________
__________________________________________________________________
__________________________________________________________________
_________________________________________________________________
SVTH: MAI NGC TRM
77
Lp 09DQN1
Kha lun tt nghip
3. Nhng yu t no khc na m cng ty anh/ch s xem xt khi la chn

nh cung cp dch v giao nhn vn ti?
Gi c
i tc quen thuc
Kh nng giao nhn ngoi gi lm vic thng thng
Kh nng chuyn hng khi c yu cu gp
Phm vi v a bn hot ng (h thng i l rng khp)
Trnh chuyn mn i ng nhn s
T vn, gii p thc mc ca khch hng mt cch nhit tnh
Kh nng giao nhn hng ha c bit (khu th tc, ng gi, vn
chuyn...)
Kh nng cung cp cc dch v khc nh kho bi, hi quan, bo him, xin
cp C/O, kim dch, hun trng...
Kh nng vn chuyn door to door
Tin giao hng ng nh thi hn trong hp ng
Mc an ton ca hng ha
H thng cng ngh thng tin hin i (ng dng h thng qun l kho
bi...)
C th theo di trc tuyn tin vn chuyn hng ha
Loi hnh doanh nghip
Kh nng gii quyt vn hoc kh khn
Trang thit b, phng tin vn ti
Cc yu t khc (ghi r):
Trong nhng yu t chn, anh/ ch hy th lit k 3 yu t m cng ty anh/ch

quan tm nht: ______________________________________________________
__________________________________________________________________
__________________________________________________________________
__________________________________________________________________
__________________________________________________________________
SVTH: MAI NGC TRM
78
Lp 09DQN1
Kha lun tt nghip
4. Di y l nhng pht biu lin quan n cht lng dch v giao nhn vn
ti ca cng ty Melody Logistics. Xin anh/ch vui lng cho bit mc ng ca
mnh vi tng cu ni bng cch tick vo 1 s thch hp.
(Mc ng tng dn theo thang im t 1 n 5)
1: Rt km - 2: Km 3: Bnh thng - 4: ng : Tt - 5: Rt tt
S tin cy
1 Thi gian giao nhn hng ha ng nh trong

hp ng
2
Cty anh/ch c th giao nhn hng ha vi bt

k khu vc no trn th gii
3 Hng ha ca cng ty anh/ch lun c

Melody Logistics giao nhn mt cch an ton,
m bo cht lng nh ban u
4 Melody Logistics lun tin hnh thc hin cc
th tc, lm chng t mt cch nhanh chng,
chnh xc.
5 Melody Logistics c kh nng p ng tt cc
nhu cu c bit ca cng ty anh/ch (nh cn
tu chuyn dng, v/ch hng nguy him, hng
ha cn bao gi chn lt c bit...)
S m bo
1 Cch c x ca nhn vin cty Melody
Logistics to c nim tin cho anh/ch
2 Anh/ch bit c nhiu thng tin qua t vn
ca nhn vin Melody Logistics
3 Anh/ch cm thy tin tng vo trnh
chuyn mn nghip v ca nhn vin cng ty
Melody Logistics
4 Nhn vin ca Melody Logistics lun c thi
lch thip, thn thin vi khch hng
Tnh hu hnh
1 Nhn vin cty Melody Logistics n mc lch
s, ph hp hon cnh
2 Cc ti liu lin quan n cty nh catalog,
website, bo gi... c trnh by khoa hc v
bt mt
SVTH: MAI NGC TRM
79
Lp 09DQN1
Kha lun tt nghip
3 Vn phng lm vic ca cng ty c bi tr

ngn np, thu ht
4 Melody Logistics c y cc trang thit b,
phng tin phc v nhu cu ca cng ty
anh/ch
S thu cm
1 Nhn vin Melody Logistics lun phc v

khch hng tn tnh, sn sng gii p mi
thc mc ca anh/ch
2 Cty anh/ch giao dch vi Melody Logistics
lun c quan tm, lu bi mt nhn vin
nht nh
3 Melody Logistics lun nm bt c tt cc
nhu cu ca cng ty anh/ch
S phn hi
1 Melody Logistics gii quyt thc mc, khiu
ni mt cch nhanh chng
2 Kt qu gii quyt khiu ni lm khch hng
cm thy hi lng
3 Thng tin gia khch hng v nhn vin cng
ty Melody Logistics lun c duy tr
nh gi mc hi lng chung
1 Anh/ch hon ton hi lng vi dch v m cty
Melody Logistics cung cp
2 Anh/ch s tip tc giao dch vi Melody
Logistics trong thi gian ti
KIN KHC: ngoi cc ni dung ni trn, xin anh/ch vui lng cho bit
thm xut, kin khc ca mnh Melody Logistics c th ci thin hot ng
ca mnh nhm mang n cho Qu cng ty dch v vi cht lng ngy cng cao
hn. _______________________________________________________________
__________________________________________________________________
__________________________________________________________________
__________________________________________________________________
__________________________________________________________________
SVTH: MAI NGC TRM
80
Lp 09DQN1
Kha lun tt nghip
Em xin cm n anh/ch rt nhiu v dnh thi gian gip em hon thnh

bi phng vn ny! Chc anh/ch lun gp may mn v thnh cng trong cng
vic cng nh trong cuc sng!
THE END.
SVTH: MAI NGC TRM
81
Lp 09DQN1
Kha lun tt nghip
PH LC B
DANH MC CC CNG BIN M CNG TY MELODY LOGISTICS C
THC HIN DCH V GIAO NHN HNG HA
(Ngun: Phng kinh doanh cng ty Melody Logistics)
STT
Quc gia
Cng
DIRECT SERVICE
SIN
SINGAPORE
HKG
HONGKONG
3
4
PUSAN
KOREA
INCHEON
TOKYO
YOKOHAMA
JAPAN
OSAKA
KOBE
NAGOYA
10
KEELUNG
11
TAIWAN
KAOHSIUNG
12
TAICHUNG
13
MALAYSIA
PORT K'LANG
14
THAILAND
BANGKOK
15
INDONESIA
JAKARTA
16
CAMBODIA
PHNOMPENH
17
PHILIPPINES
MANILA
18
CHINA
SHANGHAI
19
UAE
DUBAI
20
21
SYDNEY
AUS
MELBOURNE
22
23
HAMBURG
EU
ANTWERP
24
SVTH: MAI NGC TRM
ROTTERDAM
82
Lp 09DQN1
Kha lun tt nghip
25
SOUTHAMPTON
26
FELIXSTOWE
27
LE HARVE
28
MARSEILLES
29
LOS ANGELES
LONG BEACH
USA
30
NEW YORK
VIA SINGAPORE SERVICE
31
32
PHNONGPENH
CAMBODIA
SIHANOUVILLE
33
PAKISTAN
KARACHI
34
SRI LANKA
COLOMBO
35
BANGLADESH
CHITTAGONG
36
PASIR GUDANG
MALAYSIA
PENANG
37
38
BELAWAN
INDONESIA
SEMARANG
39
SURABAYA
40
COCHIN
41
CHENNAI
42
43
KOLKATA
INDIA
MUMBAI
44
NEW DELHI
45
NHAVA SHEVA
46
GENOA
47
LA SPEZIA
48
49
MILANO
ITALY
VENICE
50
VERONA
51
ROMA
52
BARCELONA
53
SPAIN
BILBAO
54
SVTH: MAI NGC TRM
MADRID
83
Lp 09DQN1
Kha lun tt nghip

56
57
58
59
HOLLAND
AMSTERDAM
FELIXSTOWE
UK
SOUTHAMPTON
BELGIUM
ANTWERP
60
61
62
LE HARVE
MARSEILLES
FRANCE
PARIS
63
64
65
FOS
HAMBURG
GERMANY
BERLIN
66
PORTUGAL
LISBOA
67
TURKEY
ISTANBUL
68
69
AARHUS
DENMARK
COPENHAGEN
70
SWEEDEN
GOTHENBURG
71
EGYPT
ALEXANDRIA
72
HUNGARY
BUDAPEST
73
ROMANIA
BUCHAREST
74
NEW
ZEALAND
AUCKLAND
76
77
78
79
CAPE TOWN
SOUTH
AFRICA
DURBAIN
JOHANNESBURG
ARGENTINA
BUENOS AIRES
VIA HONGKONG SERVICE

80
81
VANCOUVER
CANADA
TORONTO
82
MONTREAL
83
DALIAN
84
XINGANG
85
CHINA
NINGPO
86
QINGDAO
87
BEIJING
SVTH: MAI NGC TRM
84
Lp 09DQN1
Kha lun tt nghip
88
XIAMEN
89
SHENZHEN
90
TOMAKOMAI
91
HIROSHIMA
92
JAPAN
SHIMIZU
93
NIGATA
94
HAKATA
95
USA
HONOLULU
96
BRAZIL
SANTOS
97
ARGENTINA
BUENOS AIRES
98
PERU
CALLAO
99
CHILE
VALPARAISO
100
MEXICO
MANZANILLO
101
PANAMA
COLON
FREE ZONE
102
COLOMBIA
BUENAVENTURA
103
ECUADOR
GUAYAQUIL
104
GUATEMALA
GUATEMALA
CITY
105
VENEZUELA
LA GUAIRA
106
PUERTO
RICO
SAN JUAN
107
URAGUAY
MONTEVIDEO
SVTH: MAI NGC TRM
85
Lp 09DQN1

Cac Giai Phap Nham Nang Cao Chat Luong Dich Vu Giao Nhan Hang Hoa Bang Duong Bien Tai Cong Ty TNHH Giao Nhan Van Tai Giai Dieu Melody Logistics PDF

Uploaded by

Document Information

Original Title

Copyright

Available Formats

Share this document

Share or Embed Document

Sharing Options

Did you find this document useful?

Is this content inappropriate?

Copyright:

Available Formats

Cac Giai Phap Nham Nang Cao Chat Luong Dich Vu Giao Nhan Hang Hoa Bang Duong Bien Tai Cong Ty TNHH Giao Nhan Van Tai Giai Dieu Melody Logistics PDF

Uploaded by

Copyright:

Available Formats

B GIO DC V O TO

TRNG I HC K THUT CNG NGH TP. HCM

KHA LUN TT NGHIP

QUN TR KINH DOANH

Chuyn ngnh: QUN TR NGOI THNG

Ging vin hng dn

: ThS. TRN TH TRANG

Sinh vin thc hin

: MAI NGC TRM

TP. H Ch Minh, 7/2013

KHA LUN TT NGHIP

QUN TR KINH DOANH

Chuyn ngnh: QUN TR NGOI THNG

Ging vin hng dn

: ThS. TRN TH TRANG

Sinh vin thc hin

: MAI NGC TRM

TP. H Ch Minh, 7/2013

Thnh cng ch n khi bn lm vic tn tm v lun ngh n

Mai Ngc Trm

Hy thnh thc vi cng vic, vi li ni, v vi bn b ca bn

Mai Ngc Trm

Kha lun tt nghip

GVHD: THS. TRN TH TRANG

SVTH: MAI NGC TRM

Kha lun tt nghip

GVHD: THS. TRN TH TRANG

2.2.1. Cc yu t nh hng ti cht lng dch v giao nhn ti cng ty

3.2. Kin ngh .....................................................................................................68

SVTH: MAI NGC TRM

Kha lun tt nghip

GVHD: THS. TRN TH TRANG

Bill of Lading: Vn n ng bin

Cost, Insurance and Freight: Chi ph, Bo him v

Cht lng dch v

The Draft International Standards- D tho Tiu

Economic and Social Commission for Asia and the

Full container load: Hng nguyn container

The International Federation of Freight

Free On Board: Min trch nhim Trn Boong tu

Gross Domestic Product: Tng sn phm quc ni

Gross National Product: Tng sn phm quc dn

International Monetary Fund: Qu tin t Quc t

International Organization for Standardization: T

SVTH: MAI NGC TRM

Kha lun tt nghip

GVHD: THS. TRN TH TRANG

Letter of Credit: Tn dng th

Less than container: Hng l, t hn 1 container

Melody Logistics Transportation Company Limited

(Cng ty Trch nhim hu hn Giao nhn Vn ti

Reliability Assurance Tangibles Empathy

Service quality: Cht lng dch v (CLDV)

World Trade Organnization: T chc Thng mi

SVTH: MAI NGC TRM

Kha lun tt nghip

GVHD: THS. TRN TH TRANG

Bng 2.1: Kt qu hot ng kinh doanh ca cng ty Melody Logistics

SVTH: MAI NGC TRM

Kha lun tt nghip

GVHD: THS. TRN TH TRANG

SVTH: MAI NGC TRM

Kha lun tt nghip