1

S CP THIT CA THC TP V IU TRA

L mt sinh vin chuyn ngnh Qun tr Thng Mi in T - Trng i hc Thng Mi, c o to c s l lun ti trng; c cung cp nhng kin thc c bn nht v thng mi in t, qun tr gip em nng cao c kh nng t duy cng nh trnh hiu bit ca mnh. Tuy nhin, vic vn dng nhng kin thc y vo thc t vn cn nhiu hn ch. V vy, qu trnh thc tp tt nghip s gip sinh vin chng em tp lm quen vi cng vic thc t, ha nhp vi mi trng doanh nghip. T kt hp l thuyt hc ng dng vo cc tnh hung thc t trong doanh nghip, nhn thc khch quan v i su hn vo cc kin thc qun tr kinh doanh, cc tc nghip thng mi in t.

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Phm Thanh Hng K44I6

LI M U
Vi s pht trin ca CNTT Vit Nam hin nay, dch v gi tr gia tng trn nn vin thng di ng ang pht trin rt mnh m. Hin ti mi nh mng u c ti trn di 40 dch v. Ph bin l cc dch v nhc ch, ti nhc chung, hnh nn v truy cp Internet...Chng hn vi dch v nhc chung ch, MobiFone c Funring, Viettel c I-Muzik, VinaPhone l RingTunes v S-Fone l Coloring. Cc dch v ny u c tnh nng tng t nhau. Vi mong mun tm hiu su sc hn v cc dch v gi tr gia tng trn nn vin thng di ng, em chn Cng ty C phn Dch v Di ng Gi tr gia tng Mobile Plus - cng ty chuyn pht trin cc Gii php - Dch v - Ni dung s trn in thoi di ng lm a im thc tp v hc hi kinh nghim. Em xin chn thnh cm n cng ty to iu kin thun li em thc tp; chn thnh cm n Thy Nguyn Minh c hng dn v gp em hon thnh bn bo co thc tp tt nghip ny. Bi bo co gm cc phn: PHN 1: Gii thiu chung v cng ty. PHN 2: Tng hp nh gi phn tch d liu iu tra. PHN 3: Nhng vn cp thit t ra cn tp trung nghin cu.

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PHN 1: GII THIU CHUNG V CNG TY

1.1

Gii thiu tng qut v cng ty

Tn y ca doanh nghip: Cng ty C phn Dch v Di ng Gi tr gia tng ( Mobile Plus JSC ). Logo

a ch: Tng 6, Ta nh Trn Ph, s 17, t 24 Yn Ha, Cu Giy, H Ni. Email: info@mobileplus.com.vn in thoi: +84 4 3766 9489 / Fax:+84 4 37669477 Ngy thnh lp: u nm 2008 Website: http://mobileplus.com.vn/ Loi hnh doanh nghip: Cng ty C phn Ngnh ngh kinh doanh: Cng ty MobilePlus l mt cng ty tr chuyn pht trin cc Gii php - Dch v Ni dung s trn in thoi di ng v lnh vc vin thng. Hin ti MobilePlus ang l i tc ca nhiu n v ln trong c c nh mng vin thng nh Viettel, Vinaphone, MobiFone

1.2

Qu trnh thnh lp v pht trin

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Phm Thanh Hng K44I6

c thnh lp vo u nm 2008, MobilePlus JSC l mt cng ty Vit Nam tr v nng ng chuyn cung cp cc dch v gia tng trn mng Internet/ vin thng/ pht thanh truyn hnh. Cng ty hp tc vi cc nh khai thc in thoi di ng, cc nh cung cp dch v Internet, cc nh sn xut truyn hnh, mng v tuyn v cc nh cung cp dch v v qung co. Nm 2011: Mobile Plus JSC c st nhp vo Cng ty C phn t vn Gii php v Truyn thng , vit tt l SOCOM ( website: http://socom.vn/ ) vi ngnh ngh kinh doanh: Kinh doanh thit b IT v vin thng. T vn - Cung cp cc dch v k thut lin quan ti thit b IT, vin thng, v tuyn truyn hnh. Tuy l mt cng ty cn non tr nhng MobilePlus tng bc chim c nim tin v gy dng c uy tn t cc i tc v khch hng. Mng li v nhng mi quan h l th mnh ca cng ty.

1.3

C cu t chc

i ng CBCNV ca cng ty l 30 ngi. y l nhng ngi c kin thc v am hiu th trng, bao gm nhng ngi tt nghip cc trng i hc chuyn ngnh uy tn trong v ngoi nc vi kinh nghim khng di 7 nm. S c cu t chc doanh nghip:

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Phm Thanh Hng K44I6

Hi ng qun tr: Qun l cng ty, c quyn a ra cc quyt nh chin lc, k hoch pht trin trung hn v k hoch kinh doanh hng nm ca cng ty. Ban gim c: Qun l cng ty, c quyn a ra cc quyt nh chin lc, k hoch pht trin, k hoch kinh doanh ca cng ty. Phng hnh chnh nhn s: Thc hin cng tc thng k ti liu, vn th, theo di nh gi vic thc hin cc k hoch ca cc n v. ng thi ph trch vn nhn s, chm cng nhn vin v tuyn dng nhn s mi. Phng k ton ti chnh: Thc hin cng tc k ton ti chnh i vi hot ng kinh doanh ca cng ty v k ton ti chnh vn phng cng ty, chc nng gim c, phn phi v t chc lun chuyn vn. T chc kim tra cng tc k ton, kim tra quyt ton v kim tra vic s dng vn v ti sn ca cng ty. Phng k thut: Duy tr b my phi hp gia cc phng ban, h thng mng v cc my mc thit b ca cng ty; ci t phn mm cho cc nhn vin qun tr, khch hng nu cn thit, khc phc li, thc hin bo hnh, bo tr sn phm cho khch hng. Phng pht trin dch v: Xy dng v trin khai cc k hoch pht trin n v; a ra kin trong vic qun l, iu hnh mng li kinh doanh sn phm, dch v ng thi t vn qung co, gii thiu sn phm.

1.4
STT 1 2 3 4

Tnh hnh hot ng kinh doanh

Ch tiu ti chnh Doanh thu Tng li LN sau thu Tng ti sn Tng ngun vn Nm 2009 4.740.059.232 1.006.203.716 879.587.132 726.308.579 Nm 2010 7.105.989.056 2.379.907.123 1.309.416.598 1.734.484.901 Nm 2011 10.671.109.043 4.270.798.813 2.619.895.856 4.524.693.635

1.4.1 Tnh hnh hot ng kinh doanh trong nhng nm gn y (nghn ng)

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Bo co sn lng dch v thng 1/2012

Doanh thu ch yu n t dch v nhc ch cho mng di ng Mobifone chim hn 50% doanh thu c thng 1/2012. 1.4.2 Tnh hnh ng dng cng ngh thng tin v Thng Mi in T Trang thit b phn cng: Trang b y cc my tnh cho nhn vin ( laptop, my bn). H thng mng c kt ni bi nh mng FPT v VNPT. Hin nay nhn vin c trang b y my tnh t my tnh xch tay, ln my bn, t l my tnh trn nhn vin t n t l 1:1. Vi tng s my ch l 6 trong c 4 my ch t ti Mobifone, thu 1 my ch mail t ti VDC, 1 my ch

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c t ti vn phng cng ty v khong 35 my trm. Cng ty kt ni mng truyn thng bng thng rng t nm 2008 bi nh mng VNPT v lun c 1 i ng k thut m bo cho h thng hot ng thng sut trnh tnh trng nghn mng. Cc phn mm ng dng: phn mm k ton, phn mm chm cng, phn mm qun l quan h khch hng CRM v mt s phn mm khc Gii thiu cc website khc ca cng ty: http://linknet.vn/ : website bn th in thoi thanh ton thng qua bo kim v ngn lng. http://gameplus.vn/ : website cung cp m s, thng tin cc game mobile hp dn: gaem tr tu, game chin thut http://ringplus.vn/ : website cung cp danh sch m s, tn cc bi ht nhc chung, nhc ch hot c cp nht theo tng tun vi nhiu th loi. http://m.alomobi.vn/ : website cung cp cc dch v, ng dng trn in thoi di ng c ci t GPRS hoc 3G: c bo, chi game, nh, truyn audio

1.5
-

Chin lc nh hng pht trin ca doanh nghip

Tm nhn:

Nm 2011, khi st nhp vo SOCOM JSC, cng ty Mobile Plus mong mun tr thnh mt cng ty "kiu mi" trong lnh vc Cng ngh v Truyn thng, pht trin bn vng bng n lc lao ng sng to, lm i tc - khch hng hi lng, em li cho mi thnh vin trong Cng ty iu kin pht trin ti nng tt nht v mt cuc sng y v vt cht, phong ph v tinh thn. Tm nhn ca cng ty l tr thnh mt n v dn u trong th trng dch v gi tr gia tng Vit Nam bng vic cung cp nhng dch v cht lng v tit kim chi ph. S mnh: S mnh ca MobilePlus JSC l to dng gi tr cho i tc qua nhng dch v gi tr gia tng trong ngnh Internet/ vin Thng/ pht thanh truyn hnh. Mc tiu cao

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Phm Thanh Hng K44I6

nht ca cng ty l gp phn to nn thnh cng ca khch hng, gip khch hng t c nhng mc tiu hoch nh mt cch hiu qu. Gi tr ct li: Th mnh ct li ca cng ty bao gm cc gii php ton din da trn cng ngh mng khng dy v Internet. C th hn, cng ty hot ng nh mt n v kinh doanh p ng nhu cu cho cc tp on ngoi quc ang tm kim cch tip cn th trng ang pht trin nhanh chng ti Vit Nam mt cch hiu qu. Mt khc, cng ty cng l nhng nh t vn, lin kt h thng v cung cp nhng cng ngh gip ct gim chi ph cho nhng i tc trong nc, gip h t c doanh thu cao hn. Sc tr lm nn tng tng l ti nguyn Cng ty tin tng rng, trong th gii cng ngh v truyn thng t ph lun to ra nhng bc ngot k nguyn mi cho i tc khch hng, Cng ty, nhn vin. Vi cng ty, "Con ngi ph hp" lun l ti sn qu gi nht. Con ngi ph hp hi cc yu t: Tm sng vi ngh, am m cng hin, tp th - ng i.

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Phm Thanh Hng K44I6

PHN 2: TNG HP - NH GI - PHN TCH D LIU IU TRA Kt qu iu tra phng vn

2.1

Cu hi phng vn chuyn gia: Cu hi: ng (b) hy m t khi qut v sn phm/dch v ca cng ty mnh? Tr li: MobilePlus JSC l mt cng ty non tr cung cp cc dch v gi tr gia tng internet / vin thng / pht thanh truyn hnh. Chng ti hp tc vi cc nh khai thc di ng, cc nh cung cp dch v internet, cc i truyn hnh, cc cng ty sn xut, mng li truyn hnh, cc nh qung co v cc nh cung cp dch v. Cu hi: Khch hng, i tc chnh ca cng ty ? Tr li: Cc khch hng, i tc ln ca cng ty phi k n nh: Vinaphone: y l 1 trong 2 mng vin thng thuc tp on VNPT - dnh c nhiu gii thng trong c gii thng "Mng c dch v 3G tim nng nht nm 2009". Mobifone: l nh cung cp mng vin thng ti Vit Nam c khch hng yu mn,trong nhiu nm ti L trao gii Vietnam Mobile Awards do tp ch Echip Mobile t chc. Tp on vin thng Viettel: hin ang s hu mng vin thng Viettel ln nht c nc v mng li v tc tng trng thu bao. Cu hi: Nguyn nhn no khin khch hng la chn cng ty ca ng (b)? Tr li: Chuyn mn k thut v mi quan h l th mnh ca chng ti. Trao i thng tin nhanh chng, thun li trong ni b MobilePlus cng nh gia MobilePlus v cc i tc. Phng php lm vic chuyn nghip v ch ng. Hiu qu kinh doanh c chng minh bng doanh thu dch v. Phm Thanh Hng K44I6

Bo co thc tp tng hp

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Nng lc ct li ca chng ti bao gm cc gii php end-to-end da trn cng ngh khng dy v Internet. c bit hn c, chng ti hnh ng nh l mt lc lng bn hng a phng, cam kt v ph hp cho cc tp on nc ngoi tm kim chi ph hiu qu vo cc th trng ang pht trin nhanh chng ca Vit Nam. Mt khc, chng ti l t vn, tch hp h thng v cng ngh tin tin, l nh cung cp dch v cho cc i tc. Cu hi: ng (b) c th ni r hn v dch v di ng c ng dng trn website http://m.alomobi.vn/ nh dch v Audio ? Tr li: Dch v Audio trn http://m.alomobi.vn/ cho php khch hng nghe nhng cu chuyn thng qua ging c k li cun hp dn thuc nhiu th loi. Khch hng c tip cn vi kho truyn c bn quyn khng l a dng, c phn loi theo nhm tui s thch khc nhau gip khch hng n gin ha trong qu trnh la chn sn phm trong dch v. Cu hi: Vy cn dch v m nhc th sao? Tr li: Hin nay, chng ti ang l i tc cung cp ni dung ca 3 nh mng ln Viettel, VinaPhone, MobiFone vi kho m nhc a dang bao gm bi bi ht quc t v Vit Nam, l i tc uy tn ca nhiu ca s, nhc s Vit Nam hay Hip hi m nhc Vit Nam, Trung tm bn quyn tc gi RIAV. Vi dch v nhc ch, bn s ho mnh vo mt cng ng m nhc sng ng, a sc mu bao gm y cc th loi m nhc trong v ngoi nc: nhc tr, nhc ngu hng vui nhn, Pop, Rock, nhc phim ang c cc thnh vin ang s dng ti cng thng tin m nhc http://ringplus.vn/ . Bn c tha sc la chn trong hn 50.000 ca khc, bn nhc lin tc c chn lc v cp nht. Bn c bit thng tin, c giao lu vi nhng ca s ang c gii tr hm m yu thch, c bnh chn t nhiu gii thng, cuc thi m nhc.

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Phm Thanh Hng K44I6

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Dch v nhc chung c o cho php cc thu bao di ng c th ti cc bn nhc m mnh yu thch v in thoi ci t thay cho nhng m thanh mc nh ca nh sn xut in thoi. Dch v qu tng m nhc gip cc thu bao ca 3 nh mng Viettel, MobiFone, VinaPhone c th gi tng cc ca khc, bn nhc t h thng n cc thu bao khc trong. Qua khch hng c c hi c by t tm t tnh cm ca mnh, cng l mn qu tinh thn bt ng dnh tng ngi yu, ngi thn, bn b.

2.2

Cc dch v ca MobilePlus JSC

2.2.1 Dch v nhc chung ch Hin nay MobilePlus v ang cung cp ni dung nhc ch c y bn quyn cho 2 mng VinaPhone v MobiFone. S lng bi ht c bn quyn l trn 40.000 bi cc th loi nh nhc tr, nhc phim, nhc tr tnh, nhc sng to, nhc cch mng, nhc quc t, v.v... Hp tc vi cc i tc nh Hip Hi Cng Nghip Ghi m Vit Nam (RIAV), Trung tm bo v quyn tc gi m nhc Vit Nam (VCPMC) v cc hng bng a, cc ca s ni ting, v.v... Ni dung c cp nht nhanh nht, y nht p ng th hiu ca khch hng. Trong k hoch ca MobilePlus t gi n ht nm 2010 s cung cp ni dung nhc cho cc mng Viettel, EVN, Vietnam Mobile, Gtel.

Hin nay, MobilePlus v ang hp tc vi nhiu i truyn hnh ln nh i Qung Ninh, Ninh Bnh, Thi Bnh, v.v... y mnh qung b, qua , tng

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Phm Thanh Hng K44I6

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doanh thu cho cc dch v gi tr gia tng ni chung v dch v nhc chung ch ni ring. MobilePlus cng c 1 knh qung co online l cng thng tin m nhc v gii tr http://ringplus.vn/ nhm phc v nhu cu tm kim nhc ch trn internet.

2.2.2 Dch v ng dng di ng ng dng di dng l mt trong nhng dch v ni dung s c MobilePlus nh hng pht trin trong nhng nm u thnh lp. Kho ng dng di ng ca MobilePlus c hn 100 ng dng thuc nhiu th loi khc nhau: tin ch, gii tr, cuc sng; m nhc, kt ni Hin ti, MobilePlus ang cung cp dch v ng dng di ng trn mng vin thng Viettel, MobiFone, h thng knh phn phi ca cc i tc khc. c bit,

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Phm Thanh Hng K44I6

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kho ng dng ca MobilePlus cng xut hin trn cc kho ng dng quc t nh Apple Appstore, Android Market, Operamini Store 2.2.3 Truyn Audio Cng ty MobilePlus ang s hu khong 1000 truyn audio t sn xut, bao gm nhiu th loi khc nhau, trong hn 500 truyn l truyn dnh cho thiu nhi. Ngoi ra, kho truyn cn bao gm truyn tm l, trinh thm, d s, v.v... hp dn v ph hp vi s thch ca ngi Vit Nam. MobilePlus v ang cung cp dch v ti truyn audio thng qua u s 6x65. i ng pht trin ni dung ca MobilePlus vn tip tc sn xut nhng truyn mi vi mc bnh qun l 100 truyn/tun. 2.2.4 Video Clip MobilePlus c bn quyn hn 10.000 video clip nhc cc th loi trong ch yu l nhc tr, th thao v hi hc, v.v... c bit, MobilePlus c i ng chuyn sn xut video y t kt hp vi cc phng khm c uy tn hng u H Ni nh Medelab, Rng Hm Mt, Bnh vin E, v.v Ni dung chnh ca cc video clip y t l cch cha cc bnh thng thng m mi ngi hay gp phi, cch chm sc tr em v cc bnh m tr em hay gp phi. Kho d liu video clip y t hin nay gm trn 100 video clip v tip tc sn xut nh k hng thng v c kh nng sn xut thm theo yu cu ca khch hng. 2.2.5 Tin tc trn cc website in t MobilePlus c bn quyn kinh doanh v cung cp ni dung ca cc website in t hng u Vit Nam hin nay cc lnh vc nh Bo Thanh Nin, Bo Bng , Bo Th Thao Vn Ha, Thi Bo Kinh T, An Ninh Th , v.v... 2.2.6 Game Hin ti MobilePlus cung cp hn 3.000 game c bn quyn cc th loi nh hnh ng, th thao, tr tu, gii tr, v.v... Cc game mi v hot c cp nht thng xuyn vi s lng ln.

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Phm Thanh Hng K44I6

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2.2.7 Cng thng tin Wap

Hin nay, MobilePlus cung cp mt trang wap vi a dng cc ni dung tin li nh nhc chung, nhac ch cho cc mng di ng, kt qu s x, c bo, thng tin v cy ATM, gi vng, thi tit, v.v...

2.2.8 Cc ni dung khc MobilePlus cn cung cp mt s ni dung khc nh: Ni dung s x. Kt qu bng cc gii trn ton th gii. Logo, hnh nn. im thi tt nghip cp 3, i hc, v.v. Phm Thanh Hng K44I6

Bo co thc tp tng hp

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Ni dung t vn lm p. 2.2.9 Gii php gi tr gia tng

MobilePlus phi hp vi cc i tc hng u th gii t vn v trin khai cho cc i tc ti Vit Nam cc gii php vin thng, cc gii php gi tr gia tng sau: Gii php chuyn vng quc t Roaming.

Gii php Tng i Thoi AVAN gip khch hng mua nhc chung, nhc ch, game, hnh nh ... qua tng i thoi m khng cn phi nh c php tin nhn.

Gii Php Sim o p ng nhu cu ca cc khch hng khng c iu kin mua my in thoi hoc s hu nhiu sim nhng ch mun dng chung 1 my in thoi c th thc hin c cuc gi v nhn tin nh bnh thng m ko cn s hu 1 chic in thoi no.

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Phm Thanh Hng K44I6

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Gii php Qung co trn RBT nhm tng doanh thu bng cch qung co trong lc ngi gi ang trong tnh trng ch ngui c gi nhc my. Gii php mExpress c bo trn in thoi di ng thng qua 1 ng dng trn in thoi di ng th hin cc t bo ln nht trn hin nay cc lnh vc nh tin chnh thng, gii tr, th thao, kinh t, v.v... Mt th mnh rt ln ca mExpress l kh nng c bo thun tin mi lc mi ni, ni dung cp nht theo thi gian thc, khch hng c bo trn mExpress nh th ang c trn my tnh thng thng.

Gii php OTA gip nh mng t ng ci t GPRS v cc tin ch ln my in thoi ca khch hng

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Phm Thanh Hng K44I6

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Gii php Collect Call l gii php gip cho khch hng c th ng k cc s in thoi bo tr cho mnh. Khi khch hng gi in n cc s ng k th cc ph s c tnh cho s bo tr. Gii php Chn Cuc Gi gip khch hng c th ng k chn cc s in thoi lm phin hoc khng mun lin lc...

2.3

Cc i tc chin lc

2.3.1 Cc cng ty vin thng di ng

Cng ty thng tin di ng (VMS). Cng ty dch (Vinaphone). v vin thng

Cng ty vin thng qun i (Viettel). Cng ty vin thng H Ni ( HT Mobile).

2.3.2 Nh cung cp dch v Internet

Tp on FPT. Cng ty in ton v truyn s liu Vit Nam.

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Phm Thanh Hng K44I6

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2.3.3 Cc cng ty truyn thng i truyn hnh thnh ph H Ch Minh. i truyn hnh Vit Nam. i truyn hnh cc tnh. Cng ty phn mm v truyn thng VASC v bo in t VietnamNet.

2.3.4 Cc i tc nc ngoi

Emoze Ltd

Outsmart

Mobinex

V mt vi i tc khc

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Phm Thanh Hng K44I6

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PHN 3: NHNG VN CP THIT T RA CN TP TRUNG NGHIN CU 3.1 Cc vn gii quyt trong phm vi b phn qun tr Thng Mi in T - Hon thin tnh nng ca website, cc cng c marketing trc tuyn. - ng dng marketing in t trong quan h khch hng. - Gii php qung b thng hiu qua Internet. - Pht trin cng c thanh ton trc tuyn. 3.2 Cc vn cp thit hin nay - Hon thin m hnh ng dng thng mi in t mc cao. - a dng ha cc sn phm dch v. - M rng th trng kinh doanh ( tng th phn ). - Qun l quan h khch hng, quan h cng chng v pht trin thng hiu. - Vn chm sc khch hng v qun l h thng nh cung cp. 3.3 xut hng ti lun vn v tt nghip

Qua nhng tng hp v phn tch cc d liu thu thp c trong thi gian thc tp kt hp vi phiu iu tra v phng vn ti Cng ty C phn Dch v Di ng Gi tr gia tng Mobile Plus, em xin xut mt s hng ti lun vn, chuyn ca mnh nh sau: ti 1: Pht trin, hon thin cc dch v h tr khch hng trn website http://m.alomobi.vn/ ti 2: Hoch nh chin lc marketing TMT ca website http://baohay.vn/ ti 3:Hon thin quy trnh thanh ton trc tuyn trn website http://linknet.vn/

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Phm Thanh Hng K44I6