Significance of the study
As the world economy experiences a trend of integration, the movement of goods between regions is becoming increasingly robust, driving new demands for transportation, warehousing, and other support services globally, particularly in developing countries The freight forwarding industry is witnessing significant growth, contributing substantially to the GDP Notably, the number of registered logistics enterprises has surged by over 25% from 2017 compared to 2016, according to the White Paper - VLA 2018 In 2017, Vietnam saw 126,859 newly registered enterprises with a total registered capital of 1,295.9 trillion dong, marking a 15.2% increase in the number of enterprises and a 45.4% rise in registered capital compared to 2016, with the average registered capital per new enterprise standing at 10.2 billion VND.
Figure 1.1- Performance of enterprises over the years
(Source: Report on the socio-economic situation of the General Statistics
Tình hình hoạt động của doanh nghiệp
Thành lậpQuay lại hoạt động Tạm ngừng Quay lại hoạt động Giải thể
Vietnam is actively pursuing bilateral and multilateral agreements globally, demonstrating its commitment to industrialization, modernization, and innovation Key agreements like the CPTPP and JVEPA facilitate opportunities for domestic enterprises to connect with international logistics chains, enhancing their competitiveness and integration into the global market.
The Vietnamese market is witnessing the emergence of logistics service providers, including the prominent Nippon Express Company, which stands out as a leader in global logistics services across major markets like the EU and the US.
Nippon Express Company has made significant achievements in its operations while continually striving to enhance services and expand the export of domestic goods to major markets, addressing the increasing demands of the logistics industry To understand the effectiveness of its logistics chain connectivity with Vietnamese enterprises, an analysis is essential This necessity led to the selection of the research topic, "Connectivity of Logistics Chain of Nippon Express Group with Vietnam Enterprises from 2015 to 2021 and Orientation to 2025."
Research Objectives & Research Task
Research Objective
This article examines the logistics chain connectivity between Nippon Express Group and Vietnamese enterprises from 2015 to 2021, while also outlining strategic directions for 2025 It identifies key solutions to enhance collaboration between the Group's logistics network and local businesses, based on a thorough analysis of the current landscape.
Research task
- Systematize the general theoretical problem of connecting international logistics chains.
- Assess the situation of connecting logistics chain of Nippon Express Company with Vietnamese enterprises in the period 2015-2021.
- Proposing orientations and solutions to strengthen the connection of the logistics chain of Nippon Express Company with Vietnamese enterprises by2025.
Object and scope of the study
Object
Connecting logistics chain of Nippon Express Group with Vietnamese enterprises
Location
Logistics chain connection activities at Nippon Express Company in the period of 2015 to 2021 and orientation to 2025
Research method
Methods include: statistics, synthesis, analysis and comparison.
The documents are collected from Nippon Express Company, data from theGeneral Department of Customs, the Ministry of Industry and Trade, etc.
Organization of the study
In addition to the introduction, conclusion, table of contents, references and appendices, the topic is presented in 3 chapters:
Chapter 1: General theory of connectivity of logistics chain between foreign corporations and domestics enterprises
Chapter 3: The current situations of connectivity of logistics chain of
Nippon Express(Japan) with Vietnamese Enterprises in the period
Chapter 4: Orientations and solutions to promote the connectivity of logistics chain of Nippon Express (Japan) with Vietnamese
GENERAL THEORY OF CONNECTIVITY OF LOGISTICS
Content of conectivity
Transportation and information communication infrastructure are crucial for the efficient movement of goods The adequacy or inadequacy of logistics infrastructure significantly impacts the supply chains of businesses.
Transport plays a crucial role in logistics infrastructure by facilitating the movement of goods through various stages, including the transportation of input materials to production workshops and the delivery of finished products This process encompasses the entire supply chain, from the preparation of materials to their distribution through channels such as agents and retailers, ultimately reaching consumers.
Efficient transportation relies on the seamless integration of various modes, including rail, road, and air When these transport options are convenient, the time required for moving and managing goods is significantly reduced.
Logistics is crucial for the efficient handling and storage of goods, as an enhanced logistics system streamlines the delivery process, ultimately improving service to consumers.
Vietnam boasts an extensive road network totaling 570,448 km, which includes 24,136 km of national highways, 816 km of expressways, and 25,741 km of provincial roads Additionally, the country features 58,347 km of district roads, 26,953 km of urban roads, 144,670 km of commune roads, and 181,188 km of village roads, along with 108,597 km of inland roads.
The national highway system in Vietnam is strategically designed to connect the North-South corridors, coastal regions, and highlands, as well as the East-West routes through the central area In the northern region, the highways radiate in a fan-shaped network centered around Hanoi, while in the south, they form a grid pattern This extensive highway network spans the entire country, serving as a crucial transportation link between various regions, economic centers, airports, seaports, border gates, and key traffic hubs.
As of 2020, Vietnam boasts 22 airports with civil aviation operations, comprising 11 international and 11 domestic airports The country's commercial aviation sector features domestic airlines like Vietnam Airlines, Vietjet Air, Jetstar Pacific, Vasco, and Bamboo Airways, alongside approximately 70 international airlines serving routes to and from Vietnam Additionally, several entities, including Thien Minh and Vietravel Airlines, are in the process of obtaining licenses to operate as airlines in the country.
As of the first quarter of 2020, the Civil Aviation Authority of Vietnam reports that the country has a total of 235 registered civil aircraft and 32 helicopters Among these, Vietnam Airlines operates 106 aircraft (including 28 wide-body), Vietjet Air has 75, Bamboo Airways operates 22 (with 3 wide-body), and Jetstar Pacific has 18 The remaining aircraft are owned by various companies, including Aviation Services Company, Hai Au Aviation Joint Stock Company, Green Planet Technology Co., Ltd., Sao Viet Dual-use Aviation Joint Stock Company, and Service Joint Stock Company.
Over the past two decades, Vietnam has successfully developed a comprehensive seaport system consisting of 45 ports across six groups, spanning approximately 82.6 km With a total throughput capacity of 600 to 650 million tons, these ports are well-equipped to handle both domestic and international shipping demands Notably, infrastructure in key areas like Cai Mep - Thi Vai and Lach Huyen can accommodate large mother ships weighing between 100,000 to 200,000 tons, positioning Vietnam's seaports as vital components in the global supply chain for trade.
Logistics service connectivity refers to the understanding and actions of service providers in building trust and reputation with their customers The intangible nature of the service is defined by the customer's perspective rather than the company's Service quality is assessed through the subjective experiences of customers, influenced by the interactions with company staff Although the same service package may be offered, varying employee performance can lead to different customer evaluations Consequently, the study's findings indicate that participants formed their judgments based on limited specific cases and personal observations.
RESEARCH METHODOLOGY
Research design
- Identify the problem, and form the research objective:
This thesis examines the existing quality of import and export freight forwarding services provided by Nippon Express Vietnam Co., Ltd It aims to identify effective strategies to enhance the quality of the company's freight forwarding services for international trade in the near future.
- Develop a theoretical framework and information collection plan:
This article focuses on the theoretical framework and systematic analysis of import and export freight forwarding services, emphasizing their quality It outlines a comprehensive plan for gathering relevant information sources pertaining to the quality of these services within a specific company Key components include identifying the types of information to be collected, determining the appropriate sample size, developing a measurement scale, designing a questionnaire, selecting data collection methods, and planning the analytical tools necessary for effective evaluation.
To assess the quality of import and export freight forwarding services, we will establish an analytical framework grounded in theoretical research and validated findings This framework is developed through discussions with industry experts, managers, and interviews with customers Subsequently, we will gather data by conducting surveys and interviewing both employees and clients of the company to ensure a comprehensive evaluation of service quality.
- Information analysis: Using statistical and comparative methods to screen and analyze collected information, evaluate scales, and test research models and related hypotheses.
- Results: Evaluate the obtained research results, thereby proposing solutions to improve the service quality of the Company.
Information collection
2.2.1 Sources of information to be gathered:
Gathering information through document research:
Gathering information effectively involves utilizing various document sources, including libraries and online libraries, government and ministry publications, and materials from both international and domestic organizations Additionally, documents from businesses and resources from media outlets can provide valuable insights for research and analysis.
- Taken from the reports of Nippon Express Vietnam Ltd., such as Report on business results of the Company from 2015 to 2021, Report on customer data
The field investigation involved a comprehensive survey conducted via email, along with direct interviews with officials, employees, and customers of Nippon Express Vietnam Co., Ltd This approach provided valuable primary data to validate conclusions drawn from secondary data analysis, addressing limitations in the available secondary sources and enhancing the accuracy of judgments in assessing the company's service quality.
Building a scale, setting up questionnaires, questionnaires, recording tools, storage
Participants evaluated the quality of import and export freight forwarding services provided by Nippon Express Vietnam Co., Ltd using a service quality scale that includes 10 variables categorized into two groups: Reliability and Service Capability Each variable was rated on a 5-point Likert scale, where 1 indicates very dissatisfied, 2 signifies not satisfied, 3 represents average, 4 denotes satisfied, and 5 means very satisfied.
A customer survey is a structured questionnaire consisting of seven criteria groups aimed at assessing the quality of the company's import and export freight forwarding services The collected data will inform the development of the questionnaire, which is divided into two key sections: Part I focuses on gathering customer information, while Part II evaluates service quality based on the established scale.
For complex research problems, a larger sample size is essential to enhance the accuracy of study results However, the selection of sample size ultimately hinges on critical factors such as the researcher's financial resources and available time.
Therefore, for this study, due to financial and time limitations, the sample size will be determined to be the minimum necessary but still meet the needs of the study.
Trainees conducted a total of 140 coupons for customers who used the freight forwarding service of Nippon Express Vietnam Co., Ltd in Hanoi during the period from 2015 to 2021.
A total of 107 votes were collected, achieving a response rate of 76.42%, with all answer sheets deemed valid Consequently, the data from these 107 valid responses will be processed and analyzed for the thesis.
The investigation area is mainly the Company's customers in Hanoi.
THE CURRENT SITUATIONS OF CONNECTIVITY OF
The process of establishment and development of enterprises
In 2000, the Foreign Trade Logistics Joint Stock Company (TRANSIMEX - SAIGON) partnered with Nippon Express Japan to create the NIPPON EXPRESS Joint Venture Company in Vietnam, with an equal 50/50 capital contribution from both parties This collaboration received approval from the People's Committee of Ho Chi Minh City.
The Law on Foreign Investment in Vietnam, approved by the National Assembly on January 12, 1996, is governed by Decree No 12/CP, issued on December 18, 1997, which outlines the regulations for foreign investment expenditures Additionally, Decree No 10/1998/ND_CP, enacted in January 1998, further details the implementation of this law, ensuring a structured framework for foreign investment in the country.
On March 23, 1998, Vietnam implemented measures to promote and secure foreign direct investment (FDI) activities, followed by Decision No 53/1999/QD-TTg on March 26, 1999, which introduced additional incentives for attracting FDI.
- Pursuant to the Prime Minister's Decision No 386/TTg dated January 7,
In 1997, the decentralization of investment licenses for foreign direct investment projects was initiated, leading to the issuance of Decision No 155/GP_HCM This decision authorized the establishment of NIPPON EXPRESS VIETNAM CO., LTD., which officially commenced operations on July 26, 2000, with its headquarters situated in Vietnam.
No 106, Nguyen Van Troi Street, District 1, Ho Chi Minh City.
NIPPON EXPRESS VIETNAM CO., LTD was born with an investment capital of 1,200,000usd, legal capital of 700,000usd, of which:
- Transimex - Saigon Foreign Trade Warehousing Joint Stock Company contributed 350,000usd, accounting for 50% of legal capital, in foreign currency.
- Company NIPPON EXPRESS CO.,LTD contributed 350,000usd, accounting for 50% of legal capital, in foreign currency.
NIPPON EXPRESS VIETNAM CO., LTD has applied to the Hanoi Department of Planning and Investment and the Hanoi People's Committee for approval to establish a transaction branch in Hanoi, aiming to expand its market presence and enhance business operations.
- Pursuant to the law on organization of the People's Council and the People's Committee
The Law on Foreign Investment in Vietnam, enacted by the National Assembly on November 12, 1996, and subsequently amended on June 9, 2000, establishes the regulatory framework for foreign investment in the country.
- Pursuant to the Government's Decree No 24/2000/ND_CP dated July 31,
2000 detailing the implementation of the Law on Foreign Investment in Vietnam;
- Pursuant to Circular No 12/2000/TT-BKH dated September 15, 200 of the
The Ministry of Planning and Investment in Vietnam has issued decision No 98/GP_UB, permitting NIPPON EXPRESS VIETNAM JV Co., Ltd to establish a transaction branch in Hanoi City Consequently, on November 30, 2001, the Hanoi branch of NIPPON EXPRESS VIETNAM CO., LTD was officially inaugurated, with its head office located at Room 307, 3rd floor, SCHMIDT building, No 239 Xuan Thuy, Cau Giay street, Hanoi.
On May 23, 2006, NIPPON EXPRESS VIETNAM CO., LTD's Hanoi branch relocated its main office to the 17th Floor of Hoa Binh Tower in Cau Giay District, Hanoi City, with approval from the Hanoi Department of Planning and Investment This site has served as the company's headquarters ever since.
NIPPON EXPRESS VIETNAM COMPANY LIMITED's Hanoi branch is a key subsidiary within the parent company, contributing significantly to its overall success Established in major industrial zones in Northern Vietnam, this branch generates 50-60% of the parent company's total profit annually As one of the largest and most recognized companies in freight transportation and customs clearance services, NIPPON EXPRESS VIETNAM's Hanoi branch enhances the company's reputation, positioning it at the forefront of the logistics industry in the country.
3.1.2.2 The organization structure of the company:
Figure 3.1 : The organization structure of the company
The Head of the Board of Directors oversees the daily operations of the company and is accountable to the Board for executing assigned responsibilities This individual makes crucial decisions regarding the company's operational matters, organizes the implementation of the Board's decisions, and manages business and investment plans Additionally, the director is responsible for the administration, preservation, mobilization, and development of capital, as well as the distribution of profits after fulfilling state budget obligations.
“Develop a business plan based on research and analysis of the market situation in each period, on that basis determine a system of tasks and specific targets;
Develop new customers: find information from all sources such as theInternet, telephone yellow pages, go to border gates, customs, go to outside sales ”
- Promote and develop the company's image to potential customers
- Regularly interact, keep in touch with current customers and reconnect with previous customers to source goods
- Quotation, customer care via email, phone, face-to-face
- Transfer orders to rooms by air, sea, or road; supporting documents and procedures; Notify shipment status to customer
“Including treasurer, tax accountant, debtor, general accountant, chief accountant, performing the following main functions and tasks:”
- Advise “the Board of Directors in the use and mobilization of capital;”
Effective financial management involves monitoring and controlling revenue and expenditures, maintaining accurate records, and collecting essential documents It is crucial to prepare financial statements in accordance with regulations while inspecting and supervising business activities Additionally, analyzing profit and loss is vital, as it enables leaders to devise strategies for cost reduction in production and business operations.
- Update and provide information on changes in general policies on taxes, fees, etc to relevant departments;
- Control and collect debts of the company;
The Board of Directors is advised to oversee the organization and personnel management of the company, including the handling of internal and external affairs, and the management of incoming and outgoing documents This includes implementing salary structures, administering employee rewards and disciplinary actions, and managing essential functions such as reception, phone services, timekeeping, and insurance.
- Receive requests and documents from customers, “Prepare import and export procedures and documents such as payment procedures, delivery procedures, shipping documents, import and export documents …”
- Together with the accountant, carry out the activities of opening L/C, making bank guarantees.
Ensure timely implementation and supervision of import and export declarations Accurately receive, verify, and compare documentation for imported and exported goods with actual quantities at the border during customs clearance processes.
- “Manage and track orders and contracts Coordinate with related parties to ensure timely delivery and receipt of goods."
- Maintain contact, maintain good relationship with customers and suppliers Collect and evaluate feedback from customers, market, competitors.
The Sales Manager should develop a comprehensive strategy for engaging customers and identifying target markets, while also formulating effective import-export business tactics It is essential to prepare internal reports and communicate findings to relevant state agencies to ensure compliance and transparency.
Logistics center in Quang Minh, Tien Son, Dinh Vu
- Responsible for warehouse and inventory management:
- Manage the operation process for the loading and unloading department, proactively control outsourced workers (if any)
- Check the accuracy of goods categories, distinguish each type of goods to have a plan to arrange the correct requirements and standards of goods.
- Manage and keep import and export slips in accordance with regulations.
The Company's branches and representative offices operate in accordance with its Business Registration Certificate, aiming to effectively mobilize and utilize capital in their respective areas This approach not only enhances operational efficiency but also fosters job creation and ensures stable income for all employees, particularly those at the branch level.
Connectivity capacity of Vietnamese Enterprises
3.2.1.Connectivity Capacity of Vietnamese Enterprises
In the human resources sector, possessing professional qualifications and industry knowledge is essential, particularly for specific roles The company prioritizes attracting top talent, resulting in a highly skilled workforce, with 100% of employees holding a university degree and approximately 70% trained in relevant fields like foreign trade and international business The youthful staff bring enthusiasm, a fast work pace, and language proficiency However, to achieve effective and competitive performance, employees must also possess problem-solving abilities, flexibility in responding to orders, and a thorough understanding of legal terms in international trade Professional customer advice requires a blend of knowledge, soft skills, and practical experience to ensure the safe and timely delivery of goods while minimizing risks As employees gain operational experience, they are better equipped to meet the growing demands of both domestic and international clients.
Over 95% of employees at the company are highly qualified, with all direct workers, such as drivers, holding professional driving certificates from recognized vocational schools or training centers The office staff and management possess intermediate, college, or university degrees, with 100% of employees holding university qualifications This strong emphasis on education and professional training highlights the company's commitment to excellence and creates a dedicated workforce passionate about their roles.
The management team recognizes the intense competition within the industry, and most employees are aware of this market challenge This awareness plays a crucial role in enhancing marketing efforts However, the current focus remains primarily on competitors' pricing strategies, with insufficient attention given to other vital competitive factors that could influence the company's market positioning.
The company takes pride in its skilled and health-conscious team of drivers who demonstrate high work intensity, enthusiasm, and responsibility However, these service employees face significant pressure from both the company and customer feedback To effectively manage this, they require training to adeptly handle customer inquiries while also conveying essential information from the company.
The company's office is equipped with essential office equipment, including air conditioners, computers, photocopiers, fax machines, and desk phones High-speed internet connectivity enhances email transactions and customer outreach, ensuring accuracy Employees enjoy a comfortable working environment, which boosts productivity and improves work quality.
The primary asset driving revenue in the logistics transport service sector is the large tonnage container tractor equipped with 10-ton and 7-ton hooks Ensuring the accuracy and safety of customers' goods is crucial, prompting the company to invest significantly in transportation means to enhance service quality and maximize partner benefits Our operational data highlights that bonded warehouses thrive in high-traffic areas, including major seaports like Hai Phong, Ba Ria - Vung Tau, and Ho Chi Minh City, as well as border gates in Quang Ninh, Lang Son, Cao Bang, Tay Ninh, and Binh Phuoc, which engage in substantial trade with neighboring countries Additionally, several inland bonded warehouses support the storage needs of export processing enterprises and industrial parks in regions such as Bac Ninh, Ninh Binh, Binh Duong, and Dong Nai.
Table 3.2 Means of transport of the Logistics Connection Chain
Vehicl e trailer Number s of vehicles
The modernization of transportation necessitates significant investment in high-value vehicles, particularly for companies specializing in freight transport services using container trucks Adequate and modern transportation resources are crucial for ensuring efficient and accurate supply processes As investment capital continues to grow, enhancing transportation equipment will become a key focus within the logistics chain, ultimately improving service quality and providing a competitive edge in the logistics sector.
In today's fast-paced technological landscape, investing in advanced equipment is essential for success The logistics chain has increasingly adopted standard information technologies, which previously required significant capital and faced numerous challenges For instance, while documents were once exclusively sent via courier, they can now be transmitted instantly through fax or email Additionally, the process of finding customers has been streamlined, allowing companies to efficiently connect with potential clients online, saving valuable time and resources.
Electronic devices and telecommunications technology are essential for employees, providing each staff member with a computer and internet access, as well as a landline phone for effective communication This setup allows the company to efficiently maintain and update information with customers, forwarders, shipping lines, and agents globally The office is fully equipped with essential amenities such as fans, air conditioning, lighting, electricity, and water, ensuring a comfortable working environment that enhances employee satisfaction Additionally, workers and drivers are provided with protective uniforms, including clothing, hats, and shoes, which not only ensure safety during operations but also promote a professional image for the company.
With a large fleet of cargo trucks (nearly 50 trucks with loads ranging from 1 to
With a fleet capable of transporting over 10 tons, equivalent to more than 30 tractors, our team of highly skilled drivers is available 24/7 to meet your needs We specialize in professional transportation services, including project delivery, long-distance shipping, domestic and suburban transport, container delivery, door-to-door services, and multimodal transportation, ensuring we can reach any destination you require.
NEV-HAN is highly regarded for its extensive agent system that effectively covers most major ports in Vietnam, ensuring 100% customer satisfaction in importing and exporting goods nationwide This success is attributed to the agency network established by the Japanese Parent Company and NEV-HAN's continuous growth since its inception By understanding the needs of domestic import and export enterprises, NEV-HAN has identified key market areas and built strong agency relationships Their network reaches vital markets for Vietnamese businesses, including Europe, North America, East Asia, Southeast Asia, and Australia, enabling the company to meet diverse customer needs anytime and anywhere.
Network systems and office equipment play a crucial role in enhancing work efficiency and control within a company Regular maintenance and upgrades of machinery are essential; however, the company's network stability remains a concern, as occasional signal loss disrupts external communications While no significant losses have been reported, these interruptions negatively impact work progress, employee morale, and relationships with trading partners.
The company's office is designed to be spacious and inviting, enhancing employee motivation and leaving a positive impression on visiting customers Employees who interact directly with clients contribute to a favorable perception of the company, as customers consistently praise the professional appearance of NEV-HAN staff By dressing neatly and respectfully, employees demonstrate their commitment to customer service and embody a dynamic, professional work ethic Additionally, workers and drivers wear protective uniforms adorned with the company's logo, ensuring safety while reinforcing the brand's image.
The company's website is mainly to introduce the company and services, but there are no utilities that can bring added value to customers.
Logistics service capacity encompasses the knowledge and behaviors of service providers, as well as their ability to establish trust and credibility with customers The intangible nature of the service is defined by the customer's perspective rather than the company's offerings Service quality is assessed subjectively by customers, influenced by the interactions with the company's staff Even when the same service package is provided, variations in employee performance can lead to different customer evaluations Consequently, the judgments made by participants in this study were based on specific instances and their personal observations.
Table 3.3 Output of import and export goods delivery of the Company
Building trust is essential in customer interactions for NEV-HAN, as evidenced by a survey where 92.56% of customers rated employee behavior positively, averaging 4.35 out of 5 Customers express high satisfaction with the attentive and enthusiastic demeanor of NEV-HAN staff Recognizing that selling services equates to selling customer satisfaction, employees consistently exhibit a friendly attitude across various communication channels, including email, phone, and in-person interactions Each employee's unique personality influences their customer service approach, and even when a customer declines a service, staff members remain polite and appreciative, fostering ongoing relationships.
TABLE 3.4: Assessment of criteria “Logistics Service Capability”
The behavior of employees of NEV-
HAN company creates trust for you
Do you feel confident in the knowledge and special qualifications of NEV-HAN staff?
NEV-HAN employees is always maintained
NEV-HAN's organization of working processes and administrative procedures?
Current situations of Connectivity of logistics chain of Nippon
Nippon Express with Vietnamese Enterprises
Table 3.6 Warehouse system Location Bonded Warehouse Domestic area
(Source: Sales Department of the Company)
Table 3.7 Main routes in the logistics chain of Nippon Express Company with Vietnamese enterprises
1 Hai Phong – Ha Noi 2 hours 30 minutes
2 Hai Phong – Hai Duong 1 hour 20 minutes
3 Hai Phong – Quang Ninh 1 hour
4 Hai Phong – Bac Giang 3 hour
5 Hai Phong – Nghe An 6 hours 20 minutes
6 Hai Phong – Sai Gon 60 hours
Nippon Express Company is focusing on enhancing its logistics chain with Vietnamese enterprises through its key service of road transportation Committed to maintaining its current achievements, the company aims to expand its transportation routes, particularly towards the South and Central regions, thereby broadening its business scope Furthermore, Nippon Express plans to diversify its cargo offerings beyond machinery and handicrafts, with intentions to include the transportation of household items, accessories, and essential services for daily living.
Nippon Express Company’s logistics connection chain with Vietnamese enterprises utilizes two primary distribution methods: direct implementation by the company and through computer networks Currently, the company exclusively employs direct distribution, which presents both advantages and disadvantages To assess the effectiveness of its distribution activities, Nippon Express focuses on three fundamental criteria.
- The guarantee for customers the ability to immediately access the system of transportation assets quickly to best meet the requirements of customers.
- Close relationship with internal business departments Connecting the logistics chain to establish new and specific services to solve business difficulties in underdeveloped regions.
- The ability to help customers manage the flow of goods on the basis of assets that are already operated by Logistics Chain Link.
Connecting the logistics chain determines the development and investment in transportation equipment that will efficiently and effectively support customers' distribution requirements.
The logistics connection chain utilizes its website to provide customers with essential information on pricing and services, enhancing their understanding of the logistics process By leveraging the internet for distribution, Connect Logistics Chain has effectively expanded its reach to diverse customer groups, facilitating quicker and more efficient brand positioning However, the current website remains basic, with a simple interface that lacks continuous updates and e-commerce functionality.
To meet market demands, Connecting the Logistics Chain has introduced a range of transport products and services, including consulting and supply chain management Leveraging advanced information technology, the company focuses on tracking, inventory control, and order automation Significant investments in IT facilitate the integration of business processes and synchronization across the supply chain, ensuring secure asset systems that remain reliable and accessible, even during peak times.
Figure 3.2: Steps to implement transport services of Connecting Logistics
Connecting the logistics chain gives the 5 most important factors to evaluate the quality of the products and services we provide, including:
- Reliability: The ability to fulfill commitments to customers reliably and accurately.
Responsiveness: Willingness to help customers and provide prompt service. Assurance: Knowledge and courtesy of employees and their ability to convey credibility and trust.
- Empathy: Care and attention to each customer.
- Tangibles: Appearance of facilities, equipment, staff, and means of communication.
In the business world, timely service is crucial for customer satisfaction Connecting the logistics chain focuses on minimizing service delivery times to meet customer needs swiftly For instance, transportation from Hai Phong to Ho Chi Minh City decreased from 70 hours in 2015 to just 60 hours in 2018, benefiting both the Logistics Chain Link and its customers by saving valuable time.
The quality of freight transport services at Logistics Chain Link is significantly influenced by key business processes, including the management of transport documents and the handling of unexpected accidents The logistics chain efficiently executes these activities with a focus on speed, clarity, detail, and decisiveness.
(Source: Connecting the logistics chain)
(1) The driver communicates with the operator.
(2) The driver contacts the insurance and safety department.
The two departments collaborate to verify the status of the goods and the vehicle, enabling the operations department to inform suppliers, customers, and relevant departments accordingly.
(4) If the problem cannot be solved immediately, the operator will send another vehicle to the scene to replace it.
Logistics connection chain products now offer comprehensive transportation services, including consulting and supply chain management enhanced by advanced information technology Key features include tracking capabilities, order automation, and robust IT investments that facilitate business process integration and synchronization across the entire supply chain, ensuring secure and accessible asset systems even during peak times Additionally, the quality of freight transport services is bolstered by efficient management of transport documents and proactive handling of unexpected incidents, all executed with speed, clarity, and precision.
To attract new customers and retain existing ones, Nippon Express (Vietnam) has continuously enhanced its product offerings and improved service quality to align with customer needs This commitment is evident in their diverse range of products and services tailored to meet the demands of both new and traditional clients.
Transportation of import and export goods by road: including machinery and equipment imported from abroad and a number of handicrafts exported to foreign countries.
Warehouse rental service: The connection chain of Nippon Express (Vietnam) and Vietnamese enterprises will act as intermediaries, searching and hiring them to store warehouses for businesses in need.
Lifting, loading and unloading services: Connecting the logistics chain will provide services when customers have a need for transporting or loading goods from the port to the vehicle
1 Service of transporting import and export goods by road 15.134.059
3 Lifting, loading and unloading services
Looking at the revenue table of 2020, we can clearly see that the main revenue-generating product for Logistics Chain Link is transporting goods by road.
The performance of Connecting Logistics Chain has been highly effective, consistently meeting or surpassing established goals This success reflects the organization's thorough market research and a deep understanding of the strengths, opportunities, and challenges faced by businesses in the market.
Table 3.9 Results of revenue planning of connecting NEV-HAN logistics chains with enterprises
Shipping volume (ton) Rotation volume
Connecting the logistics chain also identifies the target market of the logistics connection chain which is goods in solid form Some typical customers of Connecting Logistics Chain:
- Motorcycle manufacturers are the largest market segment of Logistics Chain Link such as Honda, SYM, Yamaha.
- Dairy and beverage brands: Coca cola, Nestle, Ductch Lady
- Factories, retail stores: IKEA, Ford
The product quality policy here is clearly demonstrated through two factors:
All drivers possess a minimum of two years of experience and hold a class F driver's license They demonstrate a strong work ethic and a high level of responsibility for their assigned tasks, ensuring careful navigation on each route It is essential that drivers prioritize the safety of the goods, preventing any loss during transportation.
Nippon Express (Vietnam) Joint Venture Company prioritizes transportation time as a key factor in assessing shipment success The company is dedicated to optimizing the logistics chain to minimize delivery times while ensuring the safety and accuracy of shipments to their final destinations.
Nippon Express Joint Venture Company Limited (Hanoi Branch) faces challenges in effectively accessing its target market Currently, its logistics operations are primarily concentrated in Hai Phong, lacking a comprehensive understanding of the needs of businesses looking to expand This limitation may stem from an inefficient marketing strategy that fails to adequately highlight the company's capabilities and role in the logistics sector.
NEV-HAN-HAN is dedicated to developing strategies that not only attract new customers but also retain its existing clientele To achieve this goal, the company is focused on enhancing the logistics chain in the near future, ensuring seamless connectivity and improved service delivery.
The logistics connection chain focuses on individual transactions within its promotional strategy During these transactions, service staff engage directly with customers, enhancing their attention and interest Additionally, service personnel can customize their communication based on the specific needs of each customer, ensuring a more personalized experience.
ORIENTATIONS AND SOLUTIONS TO PROMOTE THE
Solutions to promote the Connectivity of logistics chain of Nippon
4.2.1 Invest to upgrade infrastructure and logistics services of VietnameseEnterprises to the standards of Nippon Express
To enhance industry resources, it is essential to optimize ports, airports, inland customs clearance facilities, roads, railways, warehouses, and relevant institutions such as tax, insurance, banking, and environmental services A coherent planning map should be developed to ensure these resources interact effectively and provide mutual support Investment in and upgrading of transportation infrastructure is crucial, with a particular emphasis on promoting rail container transport and constructing deep-water transshipment ports in the region.
To enhance the efficiency of the logistics sector, it is essential to establish a robust distribution network connecting shippers, forwarding companies, branch systems, and final distribution points, alongside modern warehouse systems The government should facilitate the air freight forwarding industry by allowing the Association to conduct research and invest in the development of dedicated areas for consolidating agents and customs clearance at major international airports, including Ho Chi Minh City, Hanoi, and Da Nang Additionally, creating a specialized Singapore-Malaysia station with designated zones for delivery, reception, and transshipment is crucial, following the successful models implemented by regional countries like Thailand Modernizing warehouses and distribution processes will further streamline operations and improve overall efficiency.
4.2.2 Develope an effective online logistics chain platform
Enhancing the legal framework for the forwarding and logistics industry is essential to foster its growth Establishing a cohesive management system among relevant ministries and sectors will ensure efficient oversight, minimize regulatory overlap, and create a supportive environment for logistics companies to thrive.
Modern information technology has been partially integrated into customs procedures to facilitate easier customs declarations for businesses in Vietnam Nevertheless, challenges such as hidden costs and obstructive attitudes persist, creating hurdles for companies To enhance efficiency and support deeper global integration, there is an urgent need for greater transparency and simplification of administrative processes.
4.2.3 Improve the quality of Vietnamese human resources to the standards of Nippon Express
Professional competence is essential for employees to effectively deliver services and meet customer needs, showcasing the company's professionalism Consequently, it is crucial to implement comprehensive human resource development policies that encompass expertise, management, and information.
Firstly, focus on planning human resources to ensure that the staff is always sufficient in quantity, strong in quality, and best and timely met the needs of customers.
- Completing regulations on functions, duties and assigning tasks for each title at the company, clearly building task assignment tables, specific job descriptions for each title.
Assess the capabilities of each employee to effectively screen candidates, create tailored training programs, and recruit new staff based on the company's specific job requirements Establish a thorough human resource development strategy that aligns with organizational needs.
- Implement some financial policies to attract high-quality human resources.
To enhance organizational productivity, each department head assesses the work efficiency and responsibilities of their staff members, while the Director evaluates the performance of the department heads This structured evaluation process ensures accountability and drives improvement across all levels of the organization.
To enhance employee well-being and ensure fair compensation, it is essential to review and update salary regulations and benefits By aligning salary structures with individual capabilities and work performance, organizations can effectively evaluate employees through job assignment sheets This approach allows for the proposal of appropriate salaries and bonuses that accurately reflect work results and contributions.
Secondly, finalize the policy on recruitment and use of employees:
To ensure effective recruitment, the company must prioritize hiring individuals who are not only suitable for logistics activities but also possess the necessary professional qualifications It is essential to evaluate work efficiency as a key performance measure, regardless of the candidate's gender Additionally, the company should maintain transparency in its recruitment and training processes by clearly outlining procedures, standards, working conditions, and remuneration.
Effective recruitment relies on skilled recruiters; if these are unavailable, hiring consultants and implementing a probationary system can be beneficial It's essential to maintain a consistent personnel recruitment policy without compromise.
Creating a clear and accurate job description is essential for effective recruitment, as it aids in selecting the best candidates from a pool of resumes An easy-to-understand job description helps candidates connect with the role and the company, ensuring they are fully aware of the job requirements during the recruitment process.
+ It is necessary to summarize the responsibilities of the job when recruited, make a list of the main tasks that need to be performed.
To effectively manage resources, it is essential to create a human resource plan that aligns with the fluctuations in workforce needs on a monthly, quarterly, and yearly basis This plan should be based on the production and business objectives to ensure that adequate personnel are available to meet operational demands and successfully complete tasks.
Effective leadership requires understanding how to leverage the right talent with the appropriate skills within an organization Successful leaders recognize that managing human resources is crucial for achieving organizational goals By strategically placing the right employees in suitable roles, leaders foster a collaborative work environment that enhances overall productivity Careful evaluation and selection of individuals based on their professional capabilities are essential to ensure that each position is filled by the most qualified candidate, ultimately driving success for the organization.
Thirdly, develop training programs and plans for employees:
Regular and periodic training is essential for enhancing employees' professional skills By offering training and refresher courses, organizations can ensure their staff stays updated on changes in mechanisms, policies, and market dynamics, as well as evolving customer preferences.
The company should establish a comprehensive training program for new employees to ensure they acquire essential skills and knowledge from the outset This foundational training will foster a uniform development of expertise across the organization, facilitating smoother transitions in human resource management and enabling employees to effectively tackle challenges independently.
Recommendations
4.3.1 Recommendations to the Vietnamese Government
The Government of Vietnam is set to implement a comprehensive Strategy for the development of the logistics industry by 2025, with a vision towards 2030, emphasizing the importance of training and human resource development in professional knowledge and labor skills This initiative is recognized as a key solution for advancing the logistics sector Additionally, the Government plans to issue a Resolution to encourage businesses and stakeholders to engage in higher and vocational education, establishing collaboration mechanisms between enterprises and educational institutions Expanding international training cooperation opportunities for logistics training institutions, creating a supportive environment for investment in human resource development, and increasing scholarship availability for students and staff to study abroad are also critical components of this strategy.
Vietnam Logistics Human Resource Development Association VALOMA focuses on supporting and connecting mining facilities and businesses on the basis of performing a number of important tasks as follows:
To enhance the Logistics and Supply Chain Management Industry, it is essential to establish a comprehensive set of professional standards across four key areas: warehousing, transportation, forwarding, and supply chain management These standards should cater to three distinct levels of human resources, including managers, field technicians, and supervisory coordinators, as well as management and operations personnel Implementing these standards will promote efficiency, accountability, and professionalism within the industry.
To enhance practical training capacity across its membership system and strategic partners, VALOMA will implement organized practice models and joint exploitation initiatives This approach focuses on the optimal mobilization of resources and fostering strong linkages between educational institutions and businesses.
Engage domestic, regional, and international logistics experts to contribute to the "VALOMA COE Training Center of Excellence," aiming to deliver high-quality professional activities at a low cost for all members involved.
VALOMA supports member schools in creating and enhancing training programs by offering guidance on program design and professional certification standards Additionally, it develops a comprehensive set of reference documents to evaluate training programs in alignment with the specific requirements of each school.
+ Support member schools in fostering and training lecturers on teaching experience, professional expertise, how to use practical tools, and simulation models to solve real-life situations.
To enhance efficiency in logistics human resource recruitment, businesses must consistently analyze industry development trends to identify their recruitment needs and create suitable human resource development strategies Sharing these forecasts with logistics training institutions will provide them with essential insights for recruiting and designing training programs that align with the demands of the labor market.
Nippon Express aims to enhance its internship programs for third and final year logistics students from universities and colleges This initiative seeks to identify qualified talent that aligns with business needs, while also reducing the time required for integration training and re-training once these candidates are officially hired.
Nippon Express aims to enhance its collaboration with universities and colleges by establishing official long-term partnerships focused on logistics human resource training and recruitment The company plans to offer both financial and non-financial support to high-achieving students, thereby attracting top talent for future employment Additionally, Nippon Express will sponsor logistics and supply chain management competitions organized by educational institutions and relevant associations, allowing them to identify and recruit promising young professionals for their workforce.
Nippon Express must establish clear and effective recruitment and compensation policies to attract skilled professionals from the industry By doing so, the company can enhance its workforce with qualified individuals, thereby reducing costs and minimizing the training time required for new employees.
Enhancing the logistics chain connection is vital for boosting a country's economic competitiveness As global competition intensifies, establishing a robust logistics network becomes essential for the growth of the logistics industry Countries that effectively integrate their logistics services can significantly elevate the quality of their supply chains, positioning themselves as key players in the global import and export market.
Enhancing the logistics chain connection offers significant economic advantages This integrated operation is crucial for the efficiency that determines the competitiveness of a nation's industry and trade It ensures timely and quality execution of production and business services, ultimately leading to reduced costs and improved quality of products and services.
Through studying the actual operation of Nippon Express Vietnam Co., Ltd
- Hanoi branch, the thesis topic has achieved the following research results:
The topic has systematized the theoretical basis of services and quality of connectivity of logistcis chain and freight forwarding for both import and export
This article examines the quality of import and export logistics connectivity of Nippon Express Vietnam Co., Ltd.'s Hanoi branch from 2015 to 2021, providing a comprehensive analysis and assessment of its current status.
Orientation and propose solutions to improve the connectivity of logistics chain receive import and export cargo transportation of Nippon Express Vietnam Co., Ltd - Hanoi branch in the near future.
Although I have tried to be meticulous in the research process, but due to limited resources and research capacity of the students themselves, errors in the thesis are unavoidable Therefore, I am very eager to receive suggestions from teachers, to improve the bachelor thesis.
Linh, T C (2021) Phát triển dịch vụ logistics ở Việt Nam trong bối cảnh kinh tế số Tạp chí Tài chính.
Bài viết đề cập đến việc kết nối chuỗi Logistics giữa tỉnh Quảng Ninh (Việt Nam) và tỉnh Quảng Tây (Trung Quốc) trong khuôn khổ chiến lược “Một trục hai cánh” Điều này nhằm thúc đẩy hợp tác kinh tế và phát triển hạ tầng giao thông, tạo điều kiện thuận lợi cho việc vận chuyển hàng hóa giữa hai địa phương Kết nối này không chỉ nâng cao hiệu quả logistics mà còn góp phần vào sự phát triển bền vững của cả khu vực.
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(2012) Logistics activities of Japanese companies in Vietnam Kansai.
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Giáo trình Marketing căn bản – GS TS Trần Minh Đạo Nhà xuất bản Đại học kinh tế quốc dân 2016.
PGS.TS Hoàng Minh Đường – PGS.TS Nguyễn Thừa Lộc: Giáo trình Quản trị Kinh doanh thương mại II – NXB Lao động – Xã hội 2016.
Giáo trình Marketing thương mại - Nguyễn Xuân Quang Nhà xuất bản Lao động - Xã hội 2015.
TS.Lưu Văn Nghiêm: Marketing trong kinh doanh, dịch vụ - NXB Thống Kê
TS.Trương Đình Chiến: Quản trị kênh phân phối (kênh Marketing) - NXB Thống kê
Các báo cáo tài chính năm 2018, 2019, 2020 – Công ty Liên doanhTNHH Nippon Express (Việt Nam)
I'm Cao Vinh Quang- a final year student at the National Economics
The university is conducting research on the quality of import and export freight forwarding services, focusing on the "Connectivity of the logistics chain of Nippon Express Hanoi with Vietnamese enterprises from 2015 to 2021, and its outlook for 2025." Your participation in the survey questionnaire is greatly appreciated, as all opinions are valuable for statistical analysis, with no responses deemed right or wrong Rest assured, your answers will be used solely for scientific research purposes, and your personal information will remain confidential.
CUSTOMER SATISFACTION QUESTIONS FOR IMPORT AND EXPORT GOOD TRANSPORTATION SERVICES AT NIPPON EXPRESS VIETNAM
Name (personal):……… Work Location: ………. Position: ……… Gender: Male Female Age: Education: ……….
