Qun tr chin lc PHN TCH CHIN LC CNG TY VIN THNG QUN I VIETTEL PHN M U GII THIU CHUNG V VIETTEL

Tn y DN: Cng ty vin thng qun i Viettel. Tn vit tt: Vietteltelecom Tr s giao dch: S 1, Giang Vn Minh, Kim M, Ba nh, H Ni.

in thoi: 04. 62556789 Fax: 04. 62996789 Email: gopy@viettel.com.vn Website: www.viettel.com.vn Tn c quan sng lp: B Quc phng

Quyt nh s 43/2005/Q-TTg ngy 02/03/2005 ca Th tng Chnh Ph ph duyt n thnh lp Tng cng ty Vin thng Qun i v Quyt nh s 45/2005/Q-BQP ngy 06/04/2005 ca B Quc Phng v vic thnh lp Tng cng ty Vin thng Qun i. * Hot ng kinh doanh: Cung cp cc dch v vin thng bao gm cc hot ng c bn sau: Mobile: Cc gi cc v cc dch v gi tr gia tng trn in thoi di ng. Internet: Cng ngh ADSL Phone: Dch v in thoi c nh.

Tm nhn, s mng kinh doanh ca DN +) Tm nhn thng hiu ca Viettel + Tm nhn thng hiu ca Viettel ngn gn nhng th hin s tn trng khch hng v s quan tm lng nghe ca Viettel: Hy ni theo cch ca bn (Say it your way) + Mi khch hng l mt con ngi mt c th ring bit cn c tn trng, quan tm v lng nghe, thu hiu v phc v mt cch ring bit, lin tc i mi, cng khch hng sng to ra cc sn phm dch v ngy cng hon ho. + Nn tng cho mt doanh nghip pht trin l x hi. Vietel cam kt ti u t cho x hi thng qua vic gn kt cc hot ng sn xut kinh doanh vi cc hot ng x hi, hot ng nhn o. + Sn sng hp tc, chia s vi cc i tc kinh doanh cng pht trin. + Chn thnh vi ng nghip, cng nhau gn b, gp sc xy dng mi nh chung Viettel

ngha slogan: Hy ni theo cch ca bn( Say it your way)

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Qun tr chin lc Viettel lun mong mun phc v khch hng nh nhng c th ring bit. Viettel hiu rng, mun lm c iu phi thu hiu khch hng, phi lng nghe khch hng. V v vy, khch hng c khuyn khch ni theo cch m h mong mun v bng ting ni ca chnh mnh Hy ni theo cch ca bn.

ngha logo:

Logo c thit k da trn tng ly t hnh tng du ngoc kp. Khi bn trn trng cu ni ca ai , bn s trch dn trong du ngoc kp. iu ny cng ph hp vi Tm nhn thng hiu v Slogan m Viettel la chn. Viettel quan tm v trn trng tng nhu cu c nhn ca mi khch hng. Logo Viettel mang hnh elip c thit k i t nt nh n nt ln, nt ln li n nt nh to thnh hnh elipse biu tng cho s chuyn ng lin tc, sng to khng ngng (Vn ha phng Ty) v cng biu tng cho m dng ha quyn vo nhau (Vn ha phng ng). Ba mu trn logo cng c nhng ngha c bit: mu xanh (thin), mu vng (a), v mu trng (nhn). S kt hp giao ha gia tri, t v con ngi th hin cho s pht trin bn vng ca thng hiu Viettel. +) S mnh ca Viettel (Sng to phc v con ngi Caring Innovator) + Viettel lun lun bit quan tm, lng nghe v cm nhn, trn trng nhng kin ca mi ngi nh nhng c th ring bit cc thnh vin ca cng ty, khch hng v i tc cng h to ra cc sn phm, dch v ngy cng hon ho. + Trit l thng hiu: lun t ph, i u, tin phong; cng ngh mi, a sn phm, dch v cht lng tt; lin tc ci tin; lm vic v t duy c tnh cm, hot ng c trch nhim x hi; trung thc vi khch hng, chn thnh vi ng nghip. + em nhng g tt nht ca Vit Nam ra nc ngoi. Viettel sinh ra t kh khn v vi tinh thn ca ngi lnh nn khng ngi i vo vng c "a t" thp. V kh khn nn Viettel m khng ng c v phi thc ngh cch nn s trng thnh hn. Viettel c trit l vn ho l vo "ch cht tm ng sng", y l nhn thc rt quan trng ca Viettel. +) Mt s ch tiu ti chnh c bn nm 2010: - Tng doanh thu ca Viettel t 91.561 t ng, bng 117% k hoch nm v tng 52% so vi nm 2009. - Li nhun t 15.500 t ng, hon thnh 135% k hoch, tng 52% so vi nm 2009. - T sut li nhun trn vn ch s hu bnh qun t 48,3%.

Nhm 04

Qun tr chin lc CHNG I. PHN TCH MI TRNG BN NGOI DOANH NGHIP I. Ngnh kinh doanh ca doanh nghip v tc tng trng ngnh 1. Ngnh kinh doanh ca doanh nghip: a. Dch v 178 Dch v VoIP 178 ca Viettel l dch v dng gi, fax, truyn d liu lin tnh, quc t vi gi cc tit kim so vi cc gi thng thng. Dch v 178 s dng cng ngh VoIP (Voice over Internet Protocol) l cng ngh truyn tn hiu fax data thng qua giao thc Internet IP do Viettel cung cp vi m s 178. Dch v VOIP 178 (Voice over Internet Protocol) l cng ngh truyn tn hiu fax data thng qua giao thc Internet IP do Viettel cung cp vi m s 178. Dch v 178 cung cp th nghim t thng 10/2000 v chnh thc cung cp thng 7/2001. c im: L dch v in thoi ng di dng gi lin tnh, quc t; tit kim cc so vi cch gi truyn thng thng thng. S dng cng ngh VoIP (Voice over Internet Protocol) cung cp dch v 178 ti 01 tnh: Viettel k tha thun kt ni vi VNPT. Sau Viettel m phn k tha thun cung cp dch v 178 vi bu in tng tnh, Tp. Phm vi v i tng khch hng cung cp: Trn ton quc. Cch tnh cc: 6 giy + 1 giy: Cuc gi c tnh cc trn tng giy ngay sau 6 giy u tin.\ b. Dch v in thoi c nh homephone: y l dch v in thoi c nh nhng s dng sim di ng c gn s thu bao c nh v lp vo my c nh khng dy gip khch hng c th di chuyn trong mt phm vi nht nh. C li th l nh cung cp dch v in thoi di ng s mt ti Vit Nam, vi dch v Homephone, Viettel hy vng nhanh chng ph cp dch v in thoi n cc khu vc khng c iu kin cung cp ngay dch v in thoi c nh ko dy, c bit l cc vng su, vng xa, cc vng c a th him tr. c im ca dch v: - Lp t dch v nhanh chng tit kim ti a chi ph u t ban u, chi ph chuyn i a im.
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Qun tr chin lc - L in thoi bn nhng khng cn dy cp nn c th di chuyn t do v khng s gin on dch v v t cp, t dy. - Gi cc r vi cch tnh cc ging nh cc in thoi c nh - c thit k thm nhiu tnh nng, c ngten v b thu pht sng m bo thu v pht tn hiu vi cht lng tt nht. - H thng pin d phng khong 72 ting ch ch khi bn cm sc y in cho pin, tng thi gian m thoi cho thit b u cui. - S dng Sim v my in thoi chuyn dng do Viettel cung cp, c gn s in thoi c nh nhng c th s dng nhiu tnh nng hp dn ca dch v in thoi di dng (nhn tin, hin th s gi n, tra cc s dng) Loi hnh dch v: Phm vi cung cp: c. Dch v SMS Gii thiu dch v: MMS l dch v cho php tt c cc thu bao di ng ca Viettel gi v nhn tin nhn a phng tin (file vn bn, hnh nh, m thanh) trn in thoi di ng. Khch hng c th gi tin nhn MMS n bt k thu bao no thuc ni mng Viettel. Dch v cn c tnh nng MMS Album, cho php khch hng gi bn tin MMS ln website http://album.viettelmobile.com.vn lu tr v xem li khi cn thit Tnh nng ca dch v Dch v MMS cho php khch hng c th s dng cc tnh nng sau: - Gi v nhn tin nhn a phng tin (MMS) trn in thoi - Gi tin nhn MMS ln MMS Album lu tr - Xem bn tin MMS trn website http://album.viettelmobile.com.vn nu my in thoi khng h tr c tin nhn MMS. - Gi tin nhn ni dung vn bn thng thng c th son c s k t cao gp nhiu ln so vi SMS. - Dung lng ti a ca tin nhn MMS l 3Mb d. Dch v qu tng m nhc IMUZIK QU TNG M NHC - MI, V KHC BIT Gii thiu dch v: Imuzik Qu tng m nhc l dch v gip cc thu bao ca Viettel c th gi tng cc ca khc, bn nhc t h thng n cc thu bao khc trong mng Viettel. 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. Tr trc v tr sau Ton quc

Nhm 04

Qun tr chin lc Tnh nng dch v: Tng bi ht Nghe qu tng Ci t nhc ch, ti nhc chung Nghe nhc t h thng

e. Dch v ng tin Ht tin vn c th gi v nghe Dch v min ph Thit thc, d s dng y l dch v cho php khch hng tr trc ht tin nhng cn thi hn s dng (cha b kho 1 chiu) thc hin vic ng tin ca Viettel Telecom tip tc s dng dch v. Lu nay, khch hng tr trc ca cc mng di ng thng cm thy bt tin do khng th lin lc c khi ti khon ht tin. khc phc tnh trng ny, Viettel Telecom quyt nh cung cp dch v ng tin dnh cho khch hng tr trc. Vi dch v ny, khch hng vn c th lin lc mt cch bnh thng d ti khon ht tin nhng cn ngy s dng (thu bao vn ang hot ng 02 chiu bnh thng). S tin c vay mt ln: 5.000 ng

2. Tc tng trng ngnh + Nm 2007 - Th trng vin thng tng trng mnh Cha y mt nm sau khi Vit Nam gia nhp WTO, th trng vin thng c nhng chuyn bin tch cc, si ng hn vi xu th hi nhp quc t. Theo nh gi ca cc chuyn gia vin thng n t cc nc trong khu vc, th trng vin thng Vit Nam hin l khu vc pht trin nhanh th hai trn th trng vin thng ASEAN. Vin thng Vit Nam tng trng t mc trung bnh 30% mi nm. n nay, vi 5 nhcungcp dch v vin thng (VNPT, Viettel, Saigon Postel, EVN Telecom v Hanoi Telecom), Vit Nam c trn 40 triu thu bao in thoi. iu d nhn thy nht trn th trng vin thng hin nay l s m rng, a dng ha cc loi hnh hp tc kinh doanh. Nm 2007 cng nh du s cnh tranh mnh m gia cc nh cung cp dch v vin thng qua vic cc ca cc dch v ny lin tip c iu chnh gim. Trong nm, VNPT c 3 t gim cc ln c p dng t cc ngy 1/6, 1/9 v 15/12. Theo , cc lin lc khc vng ca dch v ng di lin tnh, cc lin lc lin tnh ca dch v Cardphone, cc fax v telex trong nc gim t 15-20%; cc dch v in thoi quc t chiu i gim 12 - 25%, cc thu knh quc t gim 20 - 50%; cc thng tin di ng Vinaphone v Mobifone gim vi mc ln nht t trc n nay, ti 20%. Cc nh cung cp khc nh Viettel, Saigon Postel, cng c nhiu t gim cc dch v kh ln vi nhiu gi cc hp dn nhm m rng th phn, hng v li ch khch hng v gp phn bnh n gi tiu dng. Theo bo co ca B Thng tin v Truyn thng, lnh vc pht trin l dch v vin thng v Internet vn l ng lc tng trng chnh ca ton ngnh trong nm 2007. Vi s tng trng
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Qun tr chin lc mnh, nm 2007 Vit Nam pht trin mi 19.52 triu my in thoi, bng 168% so vi cng k nm 2006, nng tng s my in thoi ln 46.94 triu thu bao, t mt 55.22 my/100 dn (trong khi nm 2006 l 32.57 my/100 dn). Nm 2007 cng l nm ton ngnh quyt tm phn u nng cao cht lng mng li, dch v v a dng ho cc loi hnh dch v bu chnh, vin thng k c thnh th v nng thn. ng gp vo nhng thnh cng ca ngnh vin thng, Internet, Tp on Bu chnh Vin thng Vit Nam VNPT c nh gi vn l mt doanh nghip ch o. Tng doanh thu ca VNPT trong nm 2007 t 45,300 t ng, vt 3.61% k hoch, np ngn sch 6,917 t, vt 5.64% k hoch, tng 12.78% so vi nm 2006. S in thoi pht trin mi trong nm 2007 ca VNPT l 9.88 triu thu bao, nng tng s thu bao trn mng ln 27.8 triu my. S lng thu bao MegaVNN pht trin mi 514,000 s, tng 340.6% so vi nm 2006. Hin tng s thu bao MegaVNN ca VNPT t 740,000 thu bao. ng th hai v pht trin vin thng, Internet l Tng cng ty Vin thng Qun i Viettel. Vi s lng thu bao pht trin mnh, gp phn tch cc trong vic pht trin, m rng gim gi v a dng ho th trng Bu chnh, Vin thng, nm 2007 Viettel c trong tay 5.9 triu thu bao in thoi, nng tng s thu bao trn ton mng t 15.31 triu my, trong hn 10 triu l thu bao di ng. Tng doanh thu ca Viettel trong nm 2007 l 16,468 t ng, tng 152% so vi nm 2006Theo nh gi ca Businees Monitor International (BMI), th trng vin thng Vit Nam ang trn khi sc. Trn th trng vin thng, nhu cu v dch v in thoi c nh c chiu hng gim dn v gi mc tng khong 9% trong giai on 2007-2011 do ngi tiu dng chuyn hng sang s dng cc dch v di ng v bng rng. Cnh tranh si ng nht ang din ra trn th trng di ng gia 6 nh cung cp dch v nh Vinaphone, Mobifone, Viettel, EVN Telecom, SPT, HTC, qua thc y th trng di ng t mc tng trng nhanh. Tp ch Telecom Asia xp th trng di ng Vit Nam lmt trong 10 nc t tc tng trng nhanh nht th gii.Trn bng xp hng phttrin vin thng chu , BMI xp th trng vin thng Vit nam ng th 13 (sau ThiLan) v c quy m v tc pht trin ca c linh vc c nh, di ng v Internet. + n thng 8/2010, Vit Nam c 156 triu thu bao in thoi, trong di ng chim hn 90%. Mt in thoi t 181 my/100 dn. Ton quc c gn 26 triu ngi s dng Internet. Nhng nm qua, Vit Nam ni ln l mt th trng vin thng ln, tc tng trng cao ti khu vc chu - Thi Bnh Dng. n thng 8/2010 c 156 triu thu bao in thoi, trong di ng chim hn 90%. Mt in thoi t 181 my/100 dn. Ton quc c gn 26 triu ngi s dng Internet, tng doanh thu t gn 7 t USD. V tim nng pht trin vin thng ti Vit Nam vi t l thm nhp di ng v Internet bng rng vn cn rt di do. Cng chia s nhn nh trn, nhiu chuyn gia vin thng cho rng, th trng v dch v vin thng ca Vit Nam s c s thay i rt nhanh chng trong vng 3 nm ti, c bit l s pht trin mnh ca dch v Internet bng thng rng. Vi hn 84 triu dn v c khong 47% s dn ang s dng dch v in thoi, trn 20% s dng dch v Internet, Vit Nam ang l mt th trng y tim nng cho cc nh u t nc ngoi.
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Qun tr chin lc D kin th trng dch v di ng s tip tc duy tr tc tng trng cao vi mc tng trung bnh hngnm t 35%. D bo n nm 2011, tng thu bao di ng s vt mc 50 triu, vi mt t 56%. II. nh gi tc ng ca mi trng v m 1. Chnh tr Trc tro lu hi nhp, cc doanh nghip Vit Nam c nhiu c hi pht trin song cng gp khng t kh khn. Mt doanh nghip mun ng vng trn th trng phi i mt vi v s nhng yu t nm ngoi tm kim sot ca mnh. Kinh t v chnh tr l hai nhm yu t c lin quan mt thit vi nhau.Chnh tr n nh l iu kin cho kinh t pht trin v ngc li, kinh t pht trin l yu t quan trng gp phn lm cho chnh tr n nh.Mt khc th ch v ng li chnh tr quyt nh ng li cc chnh sch kinh t.Chnh tr nh hng n cc doanh nghip trc ht l thng qua kinh t.. Vit Nam l 1 trong nhng quc gia c nn chnh tr n nh nht th gii.N to cm gic yn tm hot ng kinh doanh ca mnh cng nh vic cc i tc ca doanh nghip yn tm khi k kt hp dng. Nh trn ni ,gia chnh tr vi kinh t c lin quan mt thit vi nhau. n nh chnh tr l ti pht trin kinh t v kinh t pht trin l iu kin quan trng cho chnh tr n nh. B my nh nc l mt trong nhng yu t quan trng ca chnh tr c nh hng n hot ng kinh doanh ca doanh nghip. S gip t pha cc c quan thuc b my nh nc cng l yu t c nh hng ln n hiu qu kinh doanh ca Viettel. l cc thng tin y v th trng v cc nhn t khc thun li cho hot ng kinh doanh cc doanh nghip. Chnh tr nc ta hin nay c nh gi rt cao v s n nh, m bo cho s hot ng pht trin ca cc doanh nghip, to ra tm l an ton cho cc nh u t khi tham gia vo th trng Vit Nam. Vic gia nhp WTO, l thnh vin ca Hi ng bo an lin hp quc, vn ton cu ha, xu hng i ngoi ngy cng m rng, hi nhp vo kinh t th gii l c hi ca Viettel tham gia vo th trung ton cu. Cc quy nh v th tc hnh chnh ngy cng hon hin, giy php hot ng kinh doanh ngy cng c rt ngn. Chnh ph rt quan tm v hiu nng hnh chnh cng, tho g cc ro cn trong hot ng kinh doanh. y l mt thun li cho Viettel gim bt ro cn ra nhp ngnh. c s bo h ca B quc phng, vi t cch l cc ngi lnh tham gia hot ng kinh t th vic bnh n chnh tr khng cn l mi e da v thch thc ca Viettel trn thng trng quc t. 2. Cc yu t v php lut y l yu t c tm nh hng ln ti tt c cc hot ng ca doanh nghip, cc yu t th ch, lut php c th nh hng ln n kh nng tn ti v pht trin ca doanh nghip.
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Qun tr chin lc + S bnh n: Th ch php lut tng i n nh,nhng s thay i b sung vo b lut u nhm mc ch ph hp vi tnh hnh hin ti ca t nc.Gip doanh nghip c s tip thu vn bn php lut d dng v cng d dng thc hin n. + Chnh sch thu:s nh hng ti doanh thu, li nhun ca doanh nghip. + Cc o lut lin quan: Lut u t, lut doanh nghip,lut lao ng, lut chng c quyn, lut cng ngh thng tin H thng vn bn php lut ca Vit Nam trc kia cn nha c hon thin, cha ng b v n nh. Nhng t khi gia nhp vo WTO th nh nc c nhng iu chnh, b sung, thay i , cam kt hon thin vn bn php lut. Lut php Vit nam hin nay c chiu hng c ci thin. Lut kinh doanh ngy cng c hon thin. Lut doanh nghip tc ng rt nhiu n tt c doanh nghip nh khung php l ca lut php dui s qun l ca nh nuc l cc thanh tra kinh t. Tt c cc doanh nghip u hot ng thun li. Php lut tc ng n doanh nghip theo hng. To ra mi trng bnh ng cho doanh nghip hot ng , bo v doanh nghip khi cc doanh nghip tun th php lut. 3. Kinh t Nc ta l nc c tc tng trng kinh t kh cao. i sng nhn dn ngy cng c nng cao. Nhu cu ca ngi dn v s thun tin trong lin lac cng tng ln. K t nhng ngi lm n,nhng ngi cng nhn vin chc,sinh vin u c nhu cu lin lc. V nh vy to iu kin cho vic pht trin doanh nghip. Cng nh nhiu ngnh khc, ngnh in t vin thng cng chu nh hng nhiu t nhng bin ng ca nn kinh t v m. Khi nn kinh t tng trng, x hi lm ra nhiu ca ci hn, hng ha lu thng, thu nhp tng th nhu cu s dng dch v vin thng cng gia tng. V ngc li, khi nn kinh t suy thoi, nhu cu tiu dng gim cng s nh hng ti ngnh vin thng. Cc ch tiu kinh t Tng GDP(t USD) Tng trng GDP(%) Thu nhp u ngi(USD/ngi) 60.9 8.2 71.1 8.45 87 6.35

736 15.98 4 6.6

835 16.07 2 12.6

1030 16.52 5 23

T gi hi oi Lm pht(%)

Nhm 04

Qun tr chin lc Da trn chin lc pht trin kinh t - x hi giai on 2001 - 2010, Nh nc xy dng cc ch tiu pht trin kinh t - x hi nh sau: - GDP c 8 nm tng gp i. - m bo tch lu ni b nn kinh t t trn 30% GDP. - T trng trong GDP ca cng nghip l 38 - 39% vo nm 2005 v 40 - 41% vo nm 2010. Vic Vit Nam k kt Hip nh thng mi Vit - M v tham gia vo cc tho thun khu vc thng mi t do theo l trnh CEPT/AFTA m ra th trng rng ln. Theo , nhu cu v dich v in thoi, intenet ngy cng tng gip cho cng ty c th m rng quy m v hot ng trong mi lnh vc dch v. Lm pht gia tng, nh hng n i sng ca mt b phn ln ngi dn vi mc tng ch s gi tiu dng ln ti 12,63% trong nm 2007 v tnh ti ht thng 11 nm 2008, ch s ny l trn 23%. Nm 2009 lm pht tuy c gim nhng cng vn cn nh hng ln n hot ng ca cng ty. Chnh sch tht cht tin t, gim tng trng tn dng nhm chn ng lm pht lm cho nhiu doanh nghip gp kh khn trong hot ng, phi tnh ti phng n mua bn trong cng ty Viettel cng gp khng t kh khn. S suy thoi v khng hong kinh t th gii t gia nm 2008 n nay cng t y nh hng rt nhu n hot ng kinh doanh ca cng ty. Li nhun khng t mc tiu ra do khung hong kinh t lm cho ngi dn hn ch chi tiu. => Nh vy, vi tnh hnh kinh t v m hin nay v xu hng trong tng lai th va em li nhng c hi, thun li cho cc lnh vc hot ng ca Viettel. Nhu cu v dch v vin thng gia tng, nhng cng gy ra khng t kh khn, l i hi phi tm cch thay i cng ngh, phng php qun l gim chi ph, h gi thnh sn phm, s chm sc khch hang, s canh tranh gay gt. V di hn Vit Nam vn c nh gi l mt th trng y tin nng, c kh nng pht trin mnh trong tng lai. 4.Vn ha x hi Vit Nam l nc ng dn trn 80 triu ngi. l 1 th trng rng ln cho Viettel khai thc. c th thnh t trong kinh doanh, cc doanh nghip khng ch hng n lc ca mnh vo cc th trng mc tiu m cn phi bit khai thc tt c cc yu t ca mi trng kinh doanh, trong c yu t mi trng vn ho. V sc thi vn ho, n va chu nh hng ca truyn thng li va chu nh hng ca mi trng, lnh th v khu vc. Sc thi vn ho in m ln du n ng x ca ngi tiu dng trong c vn quan nim v thi i vi hng ho, dch v m h cn mua. Nhu cu lin lc tng, nhu cu dch v... Ngy nay, hu ht mi ngui t cc nh doanh nghip, ngi nng dn, sinh vin, cng chc cho n hc sinh u c nhu cu lin lc, v c nhng nhu cu dch v khcNh vy, vic ny s kch cu dch v ca Viettel. Cng vi s pht trin ca x hi, trnh dn tr ca Vit Nam ngy mt c nng cao hn. iu ny s to iu kin cho cc doanh nghip c ngun lao ng c trnh qun l, k thut,
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Nhm 04

Qun tr chin lc c i ng nhn vin lnh ngh c trnh cao... Vi th trng 86 triu dn, t l dn s tr ang c nhu cu dch v lin lc, to ra nhu cu ln v mt th trng rng ln s l c hi cho Viettel m rng hot ng v chim lnh th trng giu tim nng ny. Ngoi ra Vit Nam c c cu dn s tr nn d tip thu cng ngh mi,tin tin hin i.Viettel c th cung cp nhiu hn cc dch v cho gii tr nh bi ton,ti nhc,hnh nn 5.Cng ngh Ngy nay, yu t cng ngh c ngha v cng quan trng i vi s pht trin ca mi quc gia, mi doanh nghip. Cng ngh c tc ng quyt nh n 2 yu t c bn to nn kh nng cnh tranh ca doanh nghip: cht lng v chi ph c bit ca sn phm, dch v m doanh nghip cung cp cho th trng. Song thay i cng ngh khng phi d. N i hi doanh nghip cn phi m bo nhiu yu t khc nh: trnh lao ng phi ph hp, nng lc ti chnh, chnh sch pht trin, s iu hnh qun l ... Vi Viettel y va l iu kin thun li va to ra nhng kh khn: s pht trin ca cng ngh, c bit l cng ngh 3G sp ti gip Viettel c iu kin la chn cng ngh ph hp nng cao cht lng sn phm, cht lng dch v, nng sut lao ng, nhng kh khn l s cnh tranh rt ln trong ngnh, cng vi i hi gim gi cc dch v Yu t t nhin bao gm: v tr a l, kh hu, thi tit... Yu t ny nh hng n cht lng cc dch v, s u t vo c s h tng vin thng. Viettel lin tc u t nng cp pht trin h tn k thut ca mnh. Tham gia vo vic pht trin c s h tng vin thng Vit nam, Viettel v ang xy dng mng truyn dn ng trc Backbone vi dung lng 2,5Gb/s c nng cp ln 10Gb/s, s dng cng ngh ghp bc sng WDM v phn cp s ng b SDH. Thc hin ch trng ca B Bu chnh Vin thng v vic m rng th trng, khuyn khch doanh nghip mi u t vo c s h tng mng, Cng ty Vin thng qun i (Viettel) tch cc trin khai p dng cng ngh mi, xy dng c s h tng vin thng, nhm p ng nhim v kt hp kinh t vi li ch quc gia v an ninh quc phng. Tham gia vo vic pht trin c s h tng vin thng Vit nam, Viettel v ang xy dng mng truyn dn ng trc Backbone vi dung lng 2,5Gb/s c nng cp ln 10Gb/s, s dng cng ngh ghp bc sng WDM v phn cp s ng b SDH. Vi vic s dng cp quang trn ng dy 500 KV v phi hp vi Tng Cng ty ng st Vit nam xy dng mi ng trc cp quang dc tuyn ng st Bc Nam, mng ng trc Bc Nam ca Viettel pht trin theo cu hnh bao gm cc mng vng vu hi WDM SDH vi tin cy v kh nng d phng cao. Mng truyn dn cc tnh ng bng sng Cu long hnh thnh cu hnh mng vng hon chnh. Cc vng Ring ni ht ti cc thnh ph H ni, Tp H Ch Minh, Nng cng c thit lp v a vo s dng. Mng truyn dn ca Viettel hin nay ang vn rng ra nhiu tnh, thnh ph trong c nc bao gm: H Ni, Sn Ty, Bc Ninh, Bc Cn, Lng Sn, Cao Bng, Tuyn Quang, Ph Th, Ho Bnh, Hng Yn, H Nam, Nam nh, Ninh Bnh, Thanh Ho, Ngh An, Qung Bnh, Qung Tr, Tha Thin-Hu, Nng, Qung Nam, Qung Ngi, Bnh nh, Ph Yn, Khnh Ho, Kon Tum, Gia Lai, c Lc, Lm ng, Ninh Thun,
10

Nhm 04

Qun tr chin lc Bnh Thun, Bnh Dng, Bnh Phc, ng Nai, Tp H Ch Minh, Ty Ninh, Long An, ng Thp, Tin Giang, An Giang, Kin Giang, Vnh Long, Cn Th, Sc Trng, Bc Liu, C Mau. Nm 2004, Viettel s tip tc xy dng cc tuyn truyn dn Sn Ty - Sn La - Lai Chu, Tin Giang - Bn Tre. Khng ch pht trin mng truyn dn trong nc, Viettel khn trng xy dng trm v tinh mt t-ca ng vin thng quc t v a vo khai thc s dng vo cui nm 2003. Mng truyn dn quc t ca Viettel hin nay s dng phng thc qua v tinh kt ni vi mng quc t, thu knh v thc hin kt ni h thng vi v tinh INTELSAT, dung lng ban u l 20/5 Mbps (downlink tc 20 Mbps v uplink tc 05 Mbps) cho Internet v 2 E1 cho thoi IDD. Sang giai on 2, s m rng dung lng kt ni quc t qua v tinh ln ti 155/45 Mbps (downlink tc 155 Mbps v uplink tc 45 Mbps) cho Internet v 5 E1 cho thoi IDD. Hin ti trm v tinh mt t m Viettel lp t v a vo khai thc s dng c anten ng knh 6,3m. Theo quy hoch d kin, Viettel s trin khai h thng thng tinh v tinh VIETTEL SAT 1 c cu hnh bao gm su ng ten, trong c hai ng ten c n knh 6,3m, mt ng ten ng knh 9 m, hai ng ten ng knh 11m, kt ni cc hng i chu u, M v Astralia. Vi cng ngh hin i, kh nng d phng ln, h thng VIETTEL SAT 1 s c tin cy cao, m bo cht lng thng tin kt ni i quc t. Mng vin thng quc t ny c kt ni vi mng cp quang trong nc ch ng p ng nhu cu truyn dn ca Viettel v cung cp dch v thu knh cho khch hng. D kin kh nng m rng dung lng trong nhng nm ti, Viettel cng c k hoch i vi vic trin khai kt ni vi h thng cp quang bin quc t trong tng lai. Vi vic trin khai s dng cng ngh mi, c s h tng thng tin hin i, Viettel l doanh nghip vin thng u tin Vit nam cung cp dch v in thoi ng di VoIP (vo nm 1998). Hin nay, mng VoIP 178 t khong 30 triu pht/ thng cho php cc thu bao trn hn 20 tnh/thnh ph trong nc gi n hn 200 nc trn th gii. Viettel p dng cng ngh mng th h sau NGN cung cp cho khch hng cc dch v truy nhp Internet cht lng cao, dch v truy nhp bng rng v cc dch v gi tr gia tng khc nh: truy nhp Internet gin tip 1278, truy nhp Internet bng thng rng ADSL, VDSL, truy nhp Internet trc tip Leased Line, dch v in thoi trn Internet PC to Phone, dch v gia tng trn mng Webhosting, Webdesign, Privatemail, Virtualmail... Nm 2003, vi vic xy dng v a vo khai thc trm v tinh mt t ca ng vin thng i quc t, dung lng kt ni quc t mng IXP ca Viettel c nng ln 45Mbps. n nm 2005, mng Internet ca Viettel s c m rng ra ton quc. ng thi vi vic nhanh chng trin khai xy dng a vo khai thc mng truyn dn v cung cp cc dch v thng tin c nh, Viettel cng ang khn trng thit lp mng thng tin di ng GSM-900 cng ngh GPRS (2,5G) c kh nng nng cp ln 3G trn phm vi ton quc cung cp dch v thng tin di ng (m dch v 098) cho khch hng trn ton quc vo nm 2004. Vi s pht trin ca h thng c s h tng cng ngh thng tin gip cho Viettel ci thin,nng cp cht lng dch v ca mnh
11

Nhm 04

Qun tr chin lc Tm li: Nhng nhn t mi trng v m nh hng n hot ng sn xut kinh doanh ca doanh nghip. Do , mi doanh nghip cn phi c nhng chin lc c th gi vng v pht trin th phn. III. Phn tch cng cnh tranh ca Viettel theo m hnh ca Michael Porter. 1.e da gia nhp mi. - Truyn thng ln sn vin thng k hoch truy cp Internet qua mng cp truyn hnh (Vi u th v bng rng). Vi s pht trin ca cng ngh, cc doanh nghip vin thng - cng ngh thng tin v truyn thng ca Vit Nam bt u tr thnh i th cnh tranh trc tip ca nhau. Vic truy cp Internet qua mng cp truyn hnh c th t tc ti v ti 54 Mbps v ti ln 10 Mbps. ng thi, thng qua h thng ng truyn ny, ngoi truyn hnh v Internet, khch hng cn c th tip cn nhiu dch v gii tr khc nh chi game online, xem ti vi trn my vi tnh, xem truyn hnh v phim theo yu cu... - Mng di ng MVNO

+ u im ln nht ca di ng MVNO l khai thc ti a c s h tng mng. Nhng nh cung cp MVNO s khng phi u t qu nhiu vn xy dng h thng mng. Bn cnh , nh cc i tc MVNO, cc nh khai thc di ng MNO s tn thu c s vn u t vo c s h tng bng vic khai thc trit nhng phn khc th trng cn b ng. - Nh u t nc ngoi ang ho hng tham gia vo th trng vin thng Vit Nam

2. e da t cc sn phm/dch v thay th. - Sn phm v dch v thay th l nhng sn phm, dch v c th tha mn nhu cu tng ng vi cc sn phm dch v trong ngnh. - Ngnh vin thng rng m v vy trong tng lai gn s c nhng sn phm thay th s gip khch hng ngy cng tha mn nhu cu ca mnh. 3. Quyn lc thng lng t nh cung ng Khi th trng vin thng hi t n 7 nh cung cp dch v di ng:
12

Nhm 04

Qun tr chin lc Vinaphone, Mobifone, Viettel, HT mobile, EVN Telecom, S-fone v Gtel mobile, ngi ta vn thy s khc bit Viettel. l: - Doanh nghip c s lng thu bao di ng ln nht - Doanh nghip c vng ph sng rng nht - Doanh nghip c gi cc cnh tranh nht - Doanh nghip c nhng gi cc hp dn - Doanh nghip c chnh sch CSKH tt nht 4. Quyn lc thng lng ca nh cung ng. - Nh cung cp ti chnh bao gm: BIDV, MHB, Vinaconex, EVN - Nh cung cp nguyn vt liu, sn phm bao gm: AT&T (Hoa K), BlackBerry. 5. Cnh tranh gia cc i th cnh tranh hin ti.

Th phn ca cc nh mng
Viettel EVN Telecom Mobifone HT Mobile Vinafone BeeLine S-fone

8% 8%

1% 2%2% 44%

35%

- Th trng Vin thng c s cnh tranh gay gt ca cc Cng ty dch v vin thng khc nh MOBIFONE, VINAFONE, SFONE, BEELINE D hin ti Viettel ang chim lnh th phn nhiu nhng cc mng in thoi khc ang dn tin ti mc cn bng nh Mobifone chim 35%.

IV. M thc EFAS

13

Nhm 04

Qun tr chin lc Cc nhn t chin lc (1) Cc c hi: * Vit Nam gia nhp WTO . * Cng ng kinh t ASEAN. * H thng phn phi chuyn nghip. * Tc tng trng ngnh. quan trng (2) Xp loi (3) Tng im quan trng (4) 0.3 0.1 1.2 Ch gii (5)

0.1 0.05 0.3

3 2 4

Cn thm thi gian. M rng th trng. V th tt. Tc tng trng ca cng ty cng tng ln. Thu ht thm cc khch hng mi

0.05

0.15

* Nhu cu ca khch hng.

0.1

0.3

Thch thc * Cnh tranh gia cc cng ty trong ngnh. * Yu t k thut. * Nhu cu khch hng ngy cng cao. * Cc cng ty lin doanh nc ngoi. * Cc quy nh php ly ca chnh ph.

0.1

0.3

V th tt

0.1 0.1

3 3

0.3 0.3

0.05

0.1

Cn thm thi gian Cn thm thi gian tha mn khch hng. Tm nh hng quan trng. V th tt.

0.05

0.1

Tng

1.0

3.15

Tng in quan trng ca Viettel l 3.15 cho thy kh nng tn dng c hi v vt qua thch thc, trnh c e da ca mi trng bn ngoi ca doanh nghip l mc kh tt

CHNG II
14

Nhm 04

Qun tr chin lc PHN TCH MI TRNG BN TRONG DOANH NGHIP I. Sn phm dch v ch yu Tp on vin thng qun i Viettel hot ng sn xut trn nhiu lnh vc nh: Dch v vin thng, bu chnh, truyn thn, u t bt ng sn. Tuy nhin hot ng ch yu nht vn l dch v bu chnh. Trong gii hn bi tho lun chng ti ch cp n cc sn phm dch v vin thng ca cng ty vin thng qun i Viettel. 1. Mt s gi cc ca Viettel: Cc gi thu bao tr trc: + Gi cc Hi School: ng hnh cng tui xanh + Gi cc Sumo Sim Cp i hon ho + Gi cc Sinh Vin Ti l Sinh Vin + Gi cc Tourist + Gi cc Happy Zone gi cc thp nht + Gi cc Ciao Cho cuc sng ti p + Gi cc Tomato in thoi di ng cho mi ngi + Gi cc Economy: Thn thin v kinh t Cc gi thu bao tr sau: + Gi cc VIP Lun khc bit + Gi cc Family: Chi tiu hiu qu - gn kt tnh thn + Gi cc Basic+: n gin v hiu qu + Gi cc Corporate: Gii php tit kim cho doanh nghip C rt nhiu gi cc, trong cc gi cc c khch hng s dng nhiu nht l gi cc Sinh Vin, Happy Zone, Economy, Tomato l cc gi tr trc; Gi cc Basic+ l gi cc tr sau. Gi cc Sinh vin: Ti l sinh vin Gi cc tr trc dnh ring cho i tng khch hng ang l sinh vin; nh mt mn qu Viettel tng ring cho sinh vin- nhng ngi chm ch hc hnh v l nim t ho ca gia nh, b bn. Li ch khi s dng gi cc Gi cc sinh vin hi t tt c nhng tnh nng u vit nht t cc gi cc hin c ca Viettel: Mc cc thoi v nhn tin r nht trong s cc gi cc tr trc. Khng gii hn thi gian s dng. c cng 25.000 ng vo ti khon s dng mi thng

15

Nhm 04

Qun tr chin lc - c ng k t ng v min ph cc thu bao gi data tc cao vi 30MB lu lng s dng min ph hng thng S dng tnh nng gi nhm tit kim 50% chi ph.

iu kin ng k Ch thu bao phi l sinh vin.

- C th sinh vin cn hiu lc. iu kin s dng - Trong vng 2 thng (60 ngy), thu bao phi pht sinh t nht 1 trong cc giao dch: np th, pht sinh cuc gi i c cc, tin nhn i c cc hoc nhn cuc gi n. - Nu trong vng 60 ngy, thu bao khng pht sinh mt trong cc giao dch trn th thu bao s b chn chiu gi i. khi phc li chiu gi i, khch hng phi np thm tin vo ti khon. - Thi hn ch np tin: 10 ngy. - Sau thi hn ch np tin, nu khch hng khng np th khi phc li hot ng, Viettel Telecom s thu hi li s. Gi Happy Zone- Gi cc thp nht - Happy Zone l gi cc c thit k c bit dnh cho cc khch hng c phm vi di chuyn thng xuyn trong mt khu vc nht nh (trong tnh, thnh ph) - Happy Zone phn bit gi cc khi thu bao trong vng ng k s dng dch v v khi ngoi vng ng k s dng dch v. Khch hng s c hng mc cc u i khi tin hnh cc cuc gi trong vng kch hot. Cc nh ngha: Zone c mc nh l vng (tnh hoc thnh ph) m khch hng ng k dch v. Trong Zone (In Zone): Trong vng kch hot (phm vi tnh hoc thnh ph). Khch hng ng trong Zone v gi i bt k u trong nc s c tnh cc trong Zone. Ngoi Zone (Out Zone): Ngoi vng kch hot. Khi khch hng ra khi tnh, thnh ph mnh ng k v thc hin cuc gi th Viettel s tnh cc gi ngoi Zone.

Phm vi cung cp dch v: - T ngy 8/6/2009, Viettel cung cp gi cc Happy Zone trn ton quc. - Trong qu trnh s dng dch v, khch hng mun thay i vng ng k c th n trc tip ca hng, gi in n chm sc khch hng cc tnh hoc gi n 19008198. Li ch khi s dng gi cc Happy Zone:
16

Nhm 04

Qun tr chin lc Khng cc thu bao thng

- Mc cc u i khi tin hnh cc cuc gi trong vng kch hot. Gi cc Economy: Thn thin v kinh t n gin, thun tin v d s dng! Economy l gi cc tr trc n gin, thun tin v d s dng nht ca Viettel Mobile. Khc vi cc gi cc tr sau (Basic+, Family) v cc gi tr trc khc, Gi cc Economy c cc thoi thp, dnh cho khch hng c nhn gi nhiu vi mc s dng di 150.000ng/thng. Li ch khi s dng gi cc Economy: Khng phi k hp ng thu bao; Khng phi tr ph ho mng; Khng phi tr cc thu bao thng, thu bao ngy; Khng phi thanh ton ho n cc hng thng; Ch tr cc cho tng cuc gi; Gi cc thoi cc thp; S dng dch v bt c lc no.

Gi cc Tomato - Khng gii hn thi gian s dng, vi mc cc hng thng bng khng! Gi cc Tomato l gi cc i chng nht ca Viettel, c bit dnh cho nhm khch hng mong mun s dng in thoi di ng nhng t c nhu cu gi, m nghe l ch yu. Gi cc khng gii hn thi gian s dng, vi mc cc hng thng bng khng Li ch khi s dng gi cc Tomato: - Khng gii hn thi hn th => Dng v thi hn n khi ti khon khng cn tin; Khng cc thu bao thng Khng cc ho mng Ch cn pht sinh 1 cuc n hoc gi i trong vng 2 thng.

- Khch hng c th thc hin cuc gi hoc nhn tin ti bt k thi im no, min l ti khon >0 ng. Gi cc Basic+: n gin v hiu qu
17

Nhm 04

Qun tr chin lc Gi cc Basic+ l gi cc tr sau thng dng ca Viettel dnh cho c nhn c mc s dng > 150.000 ng/thng. Li ch khi s dng gi cc Basic+: c thanh ton cc vo cui thng;

- c s dng tt c cc dch v gi tr gia tng v chm sc khch hng tt nht.

2. Dch v internet Cng ngh ADSL (Asymmetric Digital Subscriber Line) ng thu bao s bt i xng l cng ngh bng rng mi (broadband) cho php truy nhp Internet tc cao v mng thng tin s liu bng cch s dng ng dy in thoi sn c. ADSL gm hai knh thng tin ng thi l knh thoi v knh truy nhp Internet (do tn s ca bng thoi v tn s ca bng truyn s liu l khc nhau). Bn c th va ni chuyn in thoi, va vo Internet trn cng mt ng dy in thoi. Bn cng khng cn phi quay s modem mi khi kt ni mng, lin tc gi kt ni v c bit khng phi tr cc in thoi ni ht. c im: Bn s khng phi ngi i hng gi ng h ti v cc tp tin, th in t c kch thc ln hay xem cc trang Web trn mng Internet. Mi th s tr nn nhanh chng v d dng hn so vi hnh thc kt ni Internet truyn thng qua ng dy in thoi: Kt ni lin tc; Khng cc in thoi; Khng tn hiu bn; Tc vt tri; Qun l cc r rng; H tr k thut 24/24h.

iu kin s dng: s dng dch v ADSL ca Viettel, cn c nhng thit b sau: Modem ADSL My tnh PC c gn card mng Ethernet. Microfilter (b lc tn hiu): thit b ghp/ tch tn hiu thoi v d liu trn cng mt ng dy in thoi;

3. Dch v in thoi c nh Chnh thc c cung cp t nm 2003, hin ti dch v in

18

Nhm 04

Qun tr chin lc thoi c nh ca Viettel c mt ti cc tnh thnh trn c nc, vi di s t 25xxxxxx n 29xxxxxx. Cht lng thoi n nh, th tc ng k v lp t n gin. in thoi c nh ca Viettel cung cp cc dch v gi ni ht, lin tnh v quc t truyn thng, lin tnh v quc t VoIP, gi di ng v cc dch v gi tr gia tng khc. c im dch v: Ph lp t thp nht - gim t 10- 15% so vi th trng Tnh cc theo tng giy (t giy th 7) cho cc dch v gi in thoi ng di trong nc v quc t, gi di ng; Gi trong nc, quc t tnh cc 01 vng duy nht; Lp t in thoi c nh Viettel, Qu khch hng s hu i dy c dung lng > 20M, vi i dy ny Qu khch hng c th s dng kt hp vi dch v ADSL, truyn hnh, cc dch v gia tng khc, vn m bo cht lng v m bo m thut cho gia nh, vn phng; Cht lng dch v n nh; Cc s dng dch v hp l; Thi gian lp t nhanh.

II. Th trng C th ni rng d Viettel l doanh nghip pht trin sau cc nh mng nh: Vinaphone, Mobiphone nhng trong chng ng pht trin ca mnh ,cng ty c nhng bc pht trin nhy vt, s lng th phn tng ln cp s nhn trong gn 20 nm pht trin trn tt c cc lnh vc kinh doanh ca mnh. Khng ch pht trin th trng trong nc m cn tp trung pht trin th trng nc ngoi. Tp on Vin thng Qun i Viettel t pht trin h thng knh phn phi 64 tnh thnh trn khp c nc ngay t nhng ngy u t chc hot ng kinh doanh. Ngoi ra Viettel ang hng ra th trng nc ngoi nh cc dch v di ng ti cc nc Lo v Campuchia. n cui nm 2010, mng Viettel Campuchia v Lo cho thy nhng kt qu kh quan sau mt nm k t ngy chnh thc khai trng. Cc d n ti th trng Haiti v Mozambique cng ang c khn trng chun b c th cung cp dch v trong nm 2011. Mi y nht, Viettel cng thng thu giy php vin thng Peru.

19

Nhm 04

Qun tr chin lc III. nh gi cc ngun lc, nng lc da trn chui gi tr ca doanh nghip Chui gi tr ca Viettel

1. Hot ng c bn: - Hu cn u vo: Mua cc thit b cng ngh, my mc k thut, mng internet - Vn hnh: pht trin cc sn phm trong lnh vc in t vin thng, CNTT, internet, BCVT - Hu cn u ra: h thng phn phi rng khp 64 tnh thnh trong c nc v ra nc ngoi nh Lo v Campuchia - Marketing v bn hng: Gi r vi nhiu khuyn mi hp dn. - Dch v sau bn: dch v chm sc khch hng chu o, hot ng 24/7. 2. Hot ng b tr: Qun tr thu mua bn thit b cng ngh, gia tng kh nng cnh tranh v li nhun cho doang nghip Pht trin cng ngh: Ti bui lm vic, lnh o Viettel cng khng nh tp on ny s tp trung mnh cho nghin cu pht trin v u t sn xut cc sn phm cng nghip CNTT. V vy, Viettel s tp trung u t cho nghim cu pht trin sn xut cc sn phm cng nghip CNTT. Qun tr ngun nhn lc gip doanh nghip pht trin bn vng Pht trin c s h tng t chc

20

Nhm 04

Qun tr chin lc 3. Phn tch chui gi tr v nng lc ct li ca doanh nghip

+ C nh do chi ph b ra trong mi sn phm dch v ca Viettel nh. + P nh do Viettel thc hin chnh sch gi r. U: gi tr to ra cho khch hng ln.

Gim gi tng cu sn phm. Nng lc ct li ca Viettel: Vi li th cung cp mng v nhp khu chnh thc, nng lc ct li ca Viettel c nhiu ngi nh gi kh cao. Mc gi bn ra ca Viettel khng ch cnh tranh, ngoi ra, h cn tng thm cc gi thu bao tr trc cho ngi mua my. Nh , mc gi bn ca Viettel k cng kh hp dn cho nhng ngi ln u mua my s dng. iu cng khin nhiu "i gia" bn l lo lng. Viettel li khai trng ng vo thi im cc "i gia" bn l ang ua nhau bn gi thp cnh tranh. Cho nn Viettel tr thnh ngi "chm du vo la" cho cuc chin gi thp ny. Chnh v th, nhiu ngi cho rng bc i ny ca Viettel khin
21

Nhm 04

Qun tr chin lc cho cuc chin gi c gia cc n v bn l s cng trm trng hn. Khi , mt s n v khng chu ni sc p v nng lc ti chnh khng cao c th s phi ri khi th trng. Dch v chm sc khch hng ca Viettel c nh gi cao, c bit l c hn sch lc chm sc khch hng mt cch thn thin, tn tnh l mt chin lc kinh doanh rt ng n. y c th coi l cch nh v ti u nht cho mt mng di ng trong bi cnh th trng di ng Vit Nam cch y 2 - 3 nm. Vi i ng chm sc khch hng cc i l ca Viettel, ngi dng cm thy rt hi long. Lun quan tm, lng nghe khch hng nh nhng c th ring bit cng h to ra cc sn phm, dch v ngy cng hon ho. Nng lc ct li ca Viettel l c s v l tin ti ln li th cnh tranh cho tp on.Thc t cho thy viettel i sau nhng li chim c 50% th phn ngi dng s dng mng di ng cng nh cc dch v khc. Trong khi cc mng i trc Viettel nh Sfone hay Mobifone hay Vinafone li khng c nh th. ng trn lp trng ngi tiu dng th chnh sch Viettel a ra l rt hp vi ngi tiu dng c mc thu nhp thp. Ly thc t rng, Viettel l ngi u tin cung cp sim sinh vin cho sinh vin vo cc trng i hc, sau mt nm th Mobifone v vina mi cung cp sim th viettel nhanh chn chim c th trng ng o l sinh vin. Ch ring th thi Viettel thu li doanh thu ln trong mt nm . Cc nm sau th Viettel vn tip tc cung cp Sim sinh vin tuy Mobifone v Vinafone cung cp gi dch v ny nhng nhiu ngi vn ngh rng ch c viettle mi c dch v ny nn vn dng Viettel. IV. Nng lc cnh tranh 1. Nng lc cnh tranh phi Marketing - C cu trc t chc ca tp on vin thng qun i Viettel. Chnh v vy, Tp on Vin thng Qun i khng c hi ng qun tr m hot ng di s lnh o ca ng u v s iu hnh ca tng gim c. Vi m hnh ny, qu trnh ra quyt nh s tp trung v nhanh hn. - V th ti chnh :Tp on vin thng qun i Viettel l tng cng ty kinh doanh trn nhiu lnh vc v vin thng bao gm nhiu cng ty thnh vin trc thuc. Cc n v thnh vin hch ton ph thuc gm: Cng ty in thoi c nh Viettel, Cng ty in thoi di ng Viettel, Cng ty truyn dn Viettel, Cng ty Vin thng Qun i khu vc I, II v III. Ngoi ra c 5 n v khc hch ton c lp gm Cng ty Internet Viettel, Cng ty Bu chnh Viettel, Cng ty Kho st v thit k Viettel, Cng ty Xy lp cng trnh Viettel v Cng ty Thng mi Xut nhp khu Viettel. - Nng lc qun tr v lnh o : Lnh o nh hng con ngi 3 trong 1 :lnh o, iu hnh v chuyn gia. Lnh o Viettel l ngi c kin thc, bit nh hng, bit gi m mi ngi tham gia, bit giao vic cho mi ngi lm nhng bit tin cng vic, bit nh gi nhn xt, bit o to nhn vin, bit nhng tay vo tho g kh khn khi cn. - Ngun nhn lc : tc phong lm vic nhanh nhn mang tnh qun i, k lut cao. Viettel c tha hng rt nhiu trong vic mnh l Qun i, m ln nht l truyn thng v cch lm ngi lnh, iu ny c a thnh mt nng lc cnh tranh cho Viettel. Nhng im mnh - Viettel s hu ngun vn ln, c li th cnh tranh, c s tn nhim cao ca khch hng i vi cc sn phm v cc dch v ca cng ty. - C i ng nhn vin trnh cao, chuyn nghip v nng ng.
22

Nhm 04

Qun tr chin lc - C s k thut mng Bu chnh Vin thng c u t nng cp trn s u t cho khoa hc cng ngh cao, vi chi ph thp m hiu qu, v gi c phi chng. -Tng cng ty cn c li th l doanh nghip nh nc gi vai tr ch o trong lnh vc Bu chnh Vin thng, k tha b dy truyn thng ngnh vi mng li Bu chnh Vin thng rng khp c nc. Nhng im yu - Quy m mng li cha p ng yu cu. - Kh nng cnh tranh v cht lng dch v v gi cc cn hn ch. - Nng sut lao ng thp. - Cung ng dch v cn nhiu hn ch. 2. Nng lc cnh tranh Marketing - Viettel l mt trong nhng nh cung cp c nhiu sn phm v nhiu loi hnh dch v nht. Sn phm v dch v rt a dng. Viettel c nhng sn phm th hng ti i tng khch hng theo tui, c sn phm li hng ti i tng theo mc thu nhp. - Khi th trng vin thng hi t n 8 nh cung cp dch v di ng: Vinaphone, Mobifone, Viettel, HT mobile, EVN Telecom, S-fone, Gtel mobile v Beeline th ngi ta vn thy c s khc bit ca Viettel. l: - Doanh nghip c s lng thu bao di ng ln nht: S lng thu bao ca Viettel ln ti hn 20 triu thu bao, chim trn 40% th phn di ng. - Doanh nghip c vng ph sng rng nht: Hin Viettel c khong 12.000 trm thu pht sng, khng ch ph sng ti cc thnh th m sng Viettel v su n vng nng thn, vng hi o xa xi. Thu bao di ng Viettel c th gi i bt c u, bt c thi im no u khng s b nghn. - Doanh nghip c gi cc cnh tranh nht: gi cc Viettel cung cp rt hp dn. Nhng gi cc ca Viettel tht s hp dn v ph hp vi tng i tng khch hng. Bn thn nhn vin trc tng i gii p nh chng ta tht s hiu ngha ca tng sn phm Viettel ang cung cp trn th trng. - Doanh nghip c gi cc hp dn nht: nhng gi cc nh Happy Zone, Homephone khng cc thu bao, Sumo sim hay Cha v con u l nhng gi cc khc bit m khng mt doanh nghip vin thng no c. - Bn cnh , Viettel cng l doanh nghip c nhng nhiu chng trnh gn lin vi nhng li ch to ln ca x hi hoc chnh sch nhn o, quan tm c bit n ngi ngho v tr em nht: vi quan im kinh doanh c trch nhim vi x hi, cc chng trnh nh Mng Internet cho b gio dc, hi ngh thoi cho B Y T, Viettel gip cho hng triu triu hc sinh, sinh vin v gio vin c c hi tip xc vi khoa hc cng ngh, nn tri thc hin i; cho cc bc s, y t v nhng ngi lm vic trong ngnh y d cch xa nhau hng nghn kilmet v mt a l vn c th m thoi, hi tho vi nhau v mt ca phu thut kh nh ang cng ngi ti mt hi trng vy. - Vn cha , hng nm, Viettel chi hng t ng ng h ngi ngho vi chng trnh c bit t chc cui nm: chng trnh ni vng tay ln. Ngoi ra, gn y nht, Viettel gp sc

23

Nhm 04

Qun tr chin lc chung tay vi nhng ngi ho tm gy qu cho chng trnh Tri tim cho em nhm gip cho cc em b bnh tim bm sinh c c hi c phu thut c mt tri tim khe mnh hn. 3. Chnh sch u i + u i v dch v: c phc v ring ti khu vc dnh cho khch hng VIP ti cc siu th Viettel trn ton quc, u tin tr li trc khi gi in tng i 19008198, hon chn cc, c ci t v th nghim cc dch v mi, min ph t cc Roaming + u i v chi ph: Khch hng c th i im thnh tin tr vo cc/ti khon (i 1 im bng 20 ng), min gim cc ph khi s dng dch v cc dch v gi tr gia tng, nhn qu sinh nht hng nm..vv. c bit, vi th Hi vin Viettel Privilege, khch hng cn c gim gi khi s dng dch v ca cc i tc lin kt ca Viettel trn ton quc. 4. Chc nng nh gi bn - Gi c l mt trong cc cng c thuc phi thc marketing m cng ty s dng t c mc tiu marketing ca mnh. Cc quyt nh v gi phi c phi hp vi nhng quyt nh v mu m, phn phi, c ng cho sn phm hnh thnh mt chng trnh marketing nht qun v c hiu qu. Nh chin lc nh gi bn ph hp, gi c dch v v cc sn phm ca Viettel c coi l cc k hp dn nh hin nay gip cho Viettel c th cnh tranh c cc i th ln. V. V th cnh tranh ca doanh nghip V th cnh tranh ca Viettel l rt mnh, thc t cho thy viettel i sau nhng li chim c 50% th phn ngi dng s dng mng di ng cng nh cc dch v khc. Trong khi cc mng i trc Viettel nh Sfone hay Mobifone hay Vinafone li khng c nh th. ng trn lp trng ngi tiu dng th chnh sch Viettel a ra l rt hp vi ngi tiu dng c mc thu nhp thp. Ly thc t rng, Viettel l ngi u tin cung cp sim sinh vin cho sinh vin vo cc trng i hc, sau mt nm th Mobifone v vinaphone mi cung cp sim th viettel nhanh chn chim c th trng ng o l sinh vin. Ch ring th thi Viettel thu li doanh thu ln trong mt nm . Cc nm sau th Viettel vn tip tc cung cp Sim sinh vin tuy Mobifone v Vinafone cung cp gi dch v ny nhng nhiu ngi vn ngh rng ch c viettle mi c dch v ny nn vn dng Viettel. VI. M thc IFAS Nhn t bn trong im mnh 1. Vn ha cng ty c cht lng 2. Thi trng rng ln 0.1 4 0.4 quan trng X p loi S dim quan trng Gii thch

0.15

0.6

ph sng rng, nhiu hin l doanh nghip c mng li rng nht ti

24

Nhm 04

Qun tr chin lc Vit Nam, vi hn 20 nghn trm BTS, chim gn 50% tng s trm pht sng hin ti trn c nc; 37 triu thu bao ang hot ng, chim gi hn 40% th phn trong tng s 8 nh cung cp dch v vin thng ti Vit Nam, gi r. Viettel c vn u t ln, cng ngh sn xut hin i Doanh nghip vin thng Vit Nam u tin u t trc tip ra nc ngoi.S 1 Campuchia v h tng vin thng.. Nm trong 100 thng hiu vin thng ln nht th gii. Mng di ng c tc pht trin nhanh nht th gii (tp ch Wireless Intelligence bnh chn). Nh cung cp dch v ca nm ti th trng mi ni trong h thng Gii thng Frost&Sullivan Asia Pacific ICT Awards 2009 Chm sc khch hng tt, c nhiu im t vn v chn sc khch hng. Pht trin nhiu sn phm vin thng.

3. lc

Ngun

0.1 0.15

4 3 5

0.4 0.4

4. Hnh nh cng ty

5. Dch v v phn phi 6. Sn phm mi 7. CEO gii im yu 1. Cht lng sn phm cn hn ch 2. Phn khc th trng

0.1

0.4

0.05 0.05

3 5 3 5

0.1 0.1

0.15

0.6

Sng yu

0.05

3 5

0.1

3. Sn xut cha tp chung.

0.1

0.2

Cha a dng ha cc loi hnh sn phm cho ph hp vi tng b phn khch hng m mi ch tp trung phn ln vo tp khch hng bnh dn. Vn cn sn xut nhiu mt hng kinh doanh nh sn xut bt giy, giy v ba in n, thit b in t v nhi sn phm in t CNTT

Tng

1.0

34

3.5
25

Nhm 04

Qun tr chin lc

Kt lun: Tng im quan trng ca Vietteltelecom l 3.5 cho thy kh nng phn ng ca DN i vi cc nhn t bn trong hin ti v tng lai l kh cao.

VII. M thc TOWS Cc im mnh: - Vn ha cng ty c cht lng - Th trng rng ln - Ngun lc - Hnh nh cng ty - Dch v v phn phi - Sn phm mi - CEO gii - Chin lc dn u v gi thnh. - Pht trin ra th trng quc t. - Chin lc khc bit ha. Cc im yu: - Cht lng sn phm cn hn ch. - Phn khc th trng cha r. - Sn xut cha tp chung.

TNG CNG TY VIN THNG QUN I VIETTEL

Cc c hi Tc tng trng cao ca th trng in thoi di ng bnh dn Tng trng GDP cao Nhu cu cao v cc sn phm ph lin quan ti in thoi Pht trin quy m hot ng ra nc ngoi. Cc e da Th trng ang gn ngng bo ha. Nhng yu t thun li pht trin mt mng di ng nh h tng, gi cc, dch v gia tng,thit b u cui... c cc mng di ng khai thc trit . Khch hng

- Chin lc a dng ha.

- Chin lc cng . - Chin minh, lin kt. lc lin

- Chin lc a dng ha hng ngang.

26

Nhm 04

Qun tr chin lc CHNG III CHIN LC CA DOANH NGHIP I. Chin lc cnh tranh v chnh sch trin khai: 1. Chin lc dn o v chi ph: Trong nhiu nm, ngnh vin thng l mt ngnh c quyn vi s thng tr hon ton ca tng Cng Ty Bu Chnh Vin Thng (VNPT). Nhng khch hng s dng dch v vin thng nh in thoi c nh, in thoi di ng, Internet b gi l thu bao v b coi nh nhng con s ch khng nh nhng con ngi. iu ny dng nh t ngi ch ti bi h ch c mt nh cung cp, khng c c hi la chn , cng khng c quyn phn nn. Nhng cha ht , do s thng tr ca mt mnh VNPT, cch qun l khch hng cng rt khc, h coi khch hng l mt m ng v phc v theo kiu phc v m ng. V anh lnh Viettel vo cuc, em li mt th trng cnh tranh hn, tip theo sau l VTC FPT SFone.. Ta c th d dng thy cc sn phm ca viettel c cht lng cao v c bit rt phong ph, hng ti ti tng i khch hng 3 mng chnh ta cn xem xt: * Mobile: - K nng c bit , sn phm: Dch v Black berry (Mng u tin hp tc cng RIM ti VN, ta thy c s nhanh nhy, tim lc ln ca VT, gip VT ra nhp nhng mng i tc ca RIM - ton cc i gia vin thng) Dch v Call Blocking Dch v I-mail Dch v np tin TopUp Dch V chuyn tin I-share Dch v Nhc chung ch I-Muzik Dch v ng tin Dch v Pay 199 Dch v c bn Dch v thng bo cuc gi nh Dch v Call me back Dch v 8xxx v 5x55 Dch v I-chat Dch v Yahoo sms messenger Dch v nhc nn Dch v tra cc Dch v thanh ton cc tr sau qua ATM Dch v GPRS/ MMS/ WAP Dch v Inmarsat
27

Nhm 04

Qun tr chin lc Dch v chuyn vng quc t Nhn qua ta c th thy Viettel cung cp mi dch v m cc hng cn li c, v khng t nhng dch v H l ngi tin phong: I-share Yahoo sms messenger Cp nht 1 s dch v tin phong ca VT : Dch v xem v chia s Video trn Mobile u tin ti Vit Nam. Viettel h tr gi tin nhn quc t bng ting Hn v ting Hoa. S khc bit, mnh cho l ln nht l Kh nng Ph Sng: Viettel l s 1, ph sng ra hu ht cc vng bin gii, hi o, vng su, vng xa, to nn u th cnh tranh 1 l do quan trng v s ph sng rng khp c nc, nay cn hng ti th trng Lo, Campuchia: C li th ln ca 1 anh lnh. C th ni vic kh khn nht trong vic ph sng l lp t cc trm BTS. Nhng vic ny khng l vn ln, vi nhng anh lnh. Viettel cn c li th ln v cng ngh, h l nhng nh Cng ngh quc phng. Gi cc Viettel cng kh hp dn, nu khng ni l r hn cc hng khc cht H cng c nhiu loi cc v mc tiu l mi i tng khch hng: Ta c th d dng thy chin lc ny ca VT qua nhng gi cc rt c bit Cha v Con, gi cc B i bin phng, Sinh vin - Dch v hu mi: Mng li rng .Cn nh nhng ngy u chp chng xy dng h tng cho dch v di ng. Lc y, vn t, kinh nghim cha nhiu, VIETTEL cng nh i theo bc ngi i trc l ch u t, xy dng mng li ti nhng tnh, thnh ph ln bi thu nhp ca ngi dn cao, kh nng thu hi vn s rt nhanh. Nhng sau , VIETTEL quyt nh u t xy dng mng li ng lot 64/64 tnh, thnh ph. CHm sc khch hng tt nht c th Viettel Privilege Dnh tng khch hng thn thit", theo , tt c cc khch hng ang s dng dch v di ng ca Viettel s c tch lu im xp hng Hi vin v c hng nhng u i c bit - Khuyn mi: L nh dn u trong cc chin dch khuyn mi. C th ni VT khuyn mi quanh nm, v cc ngy l din ra quanh nm v v h l ng ln. Gn y nht VT hp tc vi 1 s nh sn xut T ln v tung ra sp khuyn mi : cung cp b trn gi SumoSim, Viettel s thc hin h tr khch hng c c 1 my di ng hon ton min ph! Chng trnh khuyn mi Lp t Internet (ADSL) v in thoi c nh hon ton min ph. - Cng ngh pht trin sn phm Lun tin phong RD v CORP: L nh phn phi gii php duy nht ca Black berry VN, p ng c yu cu ca RIM - xng tm cc i gia khu vc Dch v xem v chia s Video trn Mobile u tin ti Vit Nam. Dch v in thoi c nh khng dy (HomePhone) Dch v Inmarsat ca Viettel cho php thc hin cuc gi t mng b (gm in thoi c nh, in thoi c nh khng dy trn ton quc, thu bao di ng Viettel) n cc thu bao u
28

Nhm 04

Qun tr chin lc cui Inmarsat. * Phone in thoi khng dy Homephone C li th l nh cung cp dch v in thoi di ng s mt ti Vit Nam vi hn 5000 trm pht sng, gi y, vi dch v Homephone, Viettel hy vng nhanh chng ph cp dch v in thoi n cc khu vc khng c iu kin cung cp ngay dch v in thoi c nh ko dy, c bit l cc vng su, vng xa, cc vng c a th him tr. Khng s gin on dch v v t cp, t dy; n gin, d s dng v dng sim v my in thoi chuyn dng, Vit ha 100% Chi ph s dng hp l, tit kim v gi cc dch v c tnh nh ging nh cc in thoi c nh. y l dch v VT tin phong, t chin lc a dng ha sn phm * Internet Viettel "qua mt" FPT trn th trng ADSL Theo tuyn b t i din truyn thng ca FPT Telecom, tnh n thi im ny, FPT Telecom ang c khong 330.000 thu bao ADSL. Trc , FPT Telecom a ra mc tiu n ht nm 2008 s t c khong 450.000 thu bao ADSL. Trong khi , Viettel khng nh h ang c khong 360.000 thu bao ADSL. i din ca Viettel khng nh h chnh thc "qua mt" FPT Telecom v s thu bao c vi thng nay. y khng phi l thng tin qu bt ng bi vic son ngi ny c d bo t hi u nm 2008. Tuy ng v tr th hai sau VNPT trn th trng cung cp dch v ADSL, th nhng ngoi nhng thnh ph ln Viettel ch cung cp dch v ADSL cc trung tm tnh v cc huyn. Sc ph v dch v ny ca Viettel vn cha th mnh bng VNPT. Mi y, Viettel cam kt min ph a Internet bng rng n tt c cc trng hc. Gii phn tch cho rng, chng trnh ny s thc y thu bao ADSL ca Viettel tng mnh trong thi gian ti tip tc bt ph xa khong cch vi i th ng v tr th 3 l FPT Telecom. Vi cc din th trng cung cp dch v ADSL hin nay, ch Viettel mi c kh nng cnh tranh vi VNPT trn ton quc. Tuy nhin, trn thc t, VNPT vn ang gia tng khong cch vi cc i th khc. VNPT hin l doanh nghip ng u th trng v cung cp dch v Internet tc cao, vi hn 1, 1 triu thu bao ADSL. T nay n cui nm 2008, VNPT phn u t 1,5 - 1, 6 triu thu bao ADSL. 2. Chin lc khc bit ha: Nghin cu ca Markcom Research & Consulting v th trng vin thng VN v ng thi cnh tranh ca tng nh cung cp dch v trn th trng trong ba nm qua cho php nh gi 50% thnh cng ca Viettel l do khai thc hiu qu s li lng (nu khng mun ni l sai lm) ca i th v marketing v 50% l do n lc ca i ng nhn vin nng ng. nh gi v s sai lm trong marketing ca cc i th ca Viettel, theo chng ti, c ba nguyn nhn v iu ny to li th cho Viettel khi bit tn dng thi c. l s chm chp trong chin lc cnh tranh (thiu linh hot) v x l ri ro chm (v d v nghn mng Vinaphone u nm 2005); chm sc quyn li khch hng cha ng mc; cui cng l c sai lm trong xy dng hnh nh.
29

Nhm 04

Qun tr chin lc Chnh v vy vic nh bng hnh nh ca mnh nhn s li lng v chin lc marketing ca i th l mt gii php lm nn thnh cng ca Viettel. Tuy nhin, thnh cng ca thng hiu Viettel, theo chng ti, cn do hai nguyn nhn bao trm khc. l mt chin lc nh v v tiu ch tip cn kinh doanh v khch hng trc, v mnh sau. Chin lc nh v: gi thp, linh lot trong qung b hnh nh v c bit l c hn sch lc chm sc khch hng mt cch thn thin, tn tnh l mt chin lc kinh doanh rt ng n. y c th coi l cch nh v ti u nht cho mt mng di ng trong bi cnh th trng di ng VN cch y 2 - 3 nm (S-Fone tuy ra trc khng lm iu ny). Bn cnh chin lc nh v ng, Viettel cn th hin li t duy kinh doanh v khch hng trc, v mnh sau tuy cha m nt v t ti mc cao nhng to c s tin cy trong ngi tiu dng. Cc gi cc tnh c li cho khch hng, cc cch chm sc khch hng tt, cc tin ch mang li gi tr ngoi sinh cho khch hng nh chn s... tht s gp phn lm cho Viettel thnh cng hn. II. Chin lc tng trng: 1. Chin lc a dng ha sn phm: Trn c s phn tch, nh gi mi trng kinh doanh, xem xt cc mc tiu, nhim v xc nh, cc nh qun l ca Viettel la chn chin lc tng trng hot ng sn xut kinh doanh, tng v th ca Tng cng ty bng cch tp trung pht trin cc sn phm dch v m hin l th mnh ca Tng cng ty nh: in thoi quc t, in thoi trong nc, cc dch v thng tin di ng, internet, bu chnh, ti chnh, nhn lc. Tng cng ty bu chnh vin thng qun i Viettel cn thc hin chin lc tng trng bng cch a dng ho cc sn phm dch v. - Th trng vin thng ti Vit nam ang pht trin rt mnh, vi th phn trn di 40% tuy vy cc h mng cng ang cnh tranh chim lnh th phn. V vy Viettel ang n lc tung ra nhng gi cc gi r, ang n lc tip th qung co mnh m, hiu qu nhm tng th phn ca cc sn phm. - Viettel tng s nhn vin bn hng v m rng i l ti cc tinh thnh trong c nc. - Tng cng cc hot ng qung co trn truyn hnh, internet, bo ch, bng rn - ng thi Viettel ang y mnh cc chin dch khuyn mi nh a ra cc gi cc gi r: Gi cha v con: Hiu c bn khon y, gi Cha v con ra i gip gii bi ton kh cho cc bc lm cha lm m: Con vn dng c di ng, nhng tin s dng cho di ng li ph thuc vo ngi cha, cho bao nhiu th dng by nhiu Gi Happy Zone: Bnh thng, ngi s dng di ng s tr 1.500/ pht khi gi i. Tuy nhin, c mt b phn dn c (c bit khu vc min Ty) cng mun i du lch hoc lm n nhng hu nh h ch di chuyn trong phm vi tnh mnh sinh sng. Trong khi , gi cc di ng nh hin nay nu dnh cho h khng ph hp, h - nhng ngi di chuyn trong mt phm vi hp phi tr tin bng nhng ngi giu nhng ngi hay i du lch. Gi Tomato: gp phn pht trin thng hiu cng ty v mt im quan trng na l n s gip doanh nghip a vin thng n c nhng ngi nng dn ngho nht - tnh i
30

Nhm 04

Qun tr chin lc chng v phc li - khi h c th hu nh khng mt ng tin cc no m vn c th s dng. Gi Sumo Sim: Viettel lun tun theo tn ch: x hi ha di ng, lm sao ngi ngho cng c c hi dng di ng h c c hi bt ngho. Thc t cho thy rng: Ro cn ln nht hn ch ngi dn c thu nhp thp s dng dch v di ng chnh l gi my in thoi cn rt cao. Hin nay, chi ph thp nht h c c my in thoi l khong 600.000 ng. Hiu c mong mun kht khao ca nhng ngi dn y, gi SumoSim ra i. Vi chnh sch bn b trn gi SumoSim, Viettel gip mt lng ln ngi dn tha mn c m ca mnh l c c 1 my di ng hon ton min ph. Ngi ta c th nhn thy y l n lc ca Viettel trong cng tc ph cp ho dch v di ng, mang li c hi dng dch v di ng cho tt c mi ngi dn Vit Nam, k c nhng ngi c thu nhp thp nht. C nh Homephone: Hn na, tm l ngi Vit thng mun ch phi tr trn gi khi s dng mt sn phm hay dch v, ch khng mun b m nh mt khon n phi tr c i (tin thu bao in thoi hng thng). V th, gi Homephone khng cc thu bao ra i: ch cn ng trn gi 500.000, ngi s dng khng cn phi quan tm chi tr khon thu bao hng thng na. Ngoi ra cn tng 100% cc th np, tng cng Modul cho 1 thu bao internet 2. Thm nhp th trng v pht trin sn phm: Cng ty tin hnh a dng ho sn phm nhm tn dng ngun vn ln mnh v i ng nhn lc sn c ca mnh cng vi mt h thng knh phn phi khp cc tnh thnh v quan trng nht l ngi tiu dng chuyn hng s thch v c s nh gi. Nhu cu ca khch hng i hi phi c quan tm hn, c phc v tt hn. C hi ca th trng ang pht trin v th m Cng ty a ra cc gi dch v ph hp vi nhu cu khch hng ng thi m rng nhiu lnh vc kinh doanh tn dng kh ca Cng ty nhm chim lnh th trng vi mc tiu dn u mt s lnh vc c li th. - Viettel hin c s lng thu bao di ng ln nht: S lng thu bao ca Viettel ln ti hn 22 triu thu bao, chim trn 42% th phn di ng ng thi cng chim th phn ln trong cc sn phm v dch v khc m Cng ty ang kinh doanh. - V chin lc tip cn khch hng, Viettel tm kim nhng phn khc th trng mi nh: nhng khch hng c nhu cu nghe nhiu (gi cc Tomato), i tng tr thch s dng cc dch v gi tr gia tng (nh gi cc Ciao). V mng ny bt nhanh c hi lin tc a ra cc dch v mi mang li doanh thu ln. Dch v nhc chung ch I-muzik sau mt nm ri ra i c tm triu ngi s dng. Bn cnh , Viettel cn a ra nhiu loi dch v nh I-share - s chia ti khon, dch v nhn v gi th in t trn in thoi ng Vi nhng bc i y, ch sau hn ba nm hot ng, Viettel dn u th trng v lng thu bao di ng. Theo cng b ca B Thng tin v Truyn thng, tnh n thng 5/2008 (cuc iu tra gn y nht v lng thu bao ca cc mng di ng), c nc c hn 48 triu thu bao di ng, trong , Viettel c 20 triu, MobiFone 13,5 triu, VinaPhone hn 12 triu v S-Fone hn 3 triu... - Cng ty ang tm kim c hi m rng th trng. Hin nay cng ty m rng hot ng kinh doanh ca mnh sang th trng Lo v Campuchia.
31

Nhm 04

Qun tr chin lc - Vi chin lc gi m cng ty a ra rt hp dn cng vi chin lc Maketting mnh m nhm ti vic thu ht nhng khch hng s dng mi. Hin nay cng ty kinh doanh:

- L cng ty hot ng trong nghiu lnh vc vi c cu chng loi sn phm a dng thch hp , c kh nng cnh tranh th trng. Vi th trng rng ln trong nc v ngoi nc. ng thi khch hng lun lun quan tm n cc sn phm v dch v ca Viettel. V vy m Cng ty v ang nghin cu a ra chin lc pht trin sn phm ph hp vi th hiu khch hng, vi nhu cu th trng. i vi cht lng:- Cht lng c o t u vo cho n u ra cho cc sn phm v cc loi hnh dich v ca Cng ty, do trc tin cn phi m bo u vo t ng tiu chun, dch v phi tt nht vi cng ngh mi nht - Ph cp v m rng phm vi th trng cho cc dch v: in thoi, bu phm, dch v di ng, internet, bu phm chuyn pht nhanh (EMS), cc dch v Bu chnh Vin thng c bit khc. 3. Chin lc lien minh hp tc(M & A) Viettel Telecom c ra i t s sp nhp ca 2 thnh vin ln nht ca Tng cng ty Vin thng Qun i l Cng ty in thoi ng di v Cng ty in thoi di ng. Trn thc t, Viettel Telecom l s hi t ca 3 thnh vin vi 3 loi hnh dch v ch cht bi trc , thng 5/2006 Cng ty Internet c sp nhp vo Cng ty in thoi ng di. Vi s sp nhp ny, Viettel Telecom tr thnh doanh nghip vin thng cung cp nhiu loi hnh dch v nht ti Vit Nam. Trong c cc dch v quan trng nh kinh doanh Internet, in thoi c nh, dch v 178 v thng tin di ng Viettel Telecom cng tr thnh thnh vin ln nht ca tng cng ty vi ng gp xp x 70% tng doanh thu. Mt trong nhng mc tiu quan trng nht ca Viettel trong nm 2007 l t c mc doanh thu 1 t USD. Gii thch v s sp nhp ny, Ph tng gim c Nguyn Mnh Hng, cho rng gc kinh doanh, Viettel Telecom s tng cng c sc mnh vi mt mng li cung cp a dch v v c lin kt cht ch vi nhau thay v s c lp tng i nh trc kia. iu s to c u th ln trong vic cung cp dch v cho khch hng, ng thi d dng x l cc tnh hung k thut. Tm li: Chin lc tng trng s gip cho Viettel m rng qui m v th trng, v sn phm, dch v thc hin c mc tiu va kinh doanh va phc v, chim u th v th phn cng nh nh hng i vi khch hng.Cho php Viettel tp hp mi ngun lc ca
32

Nhm 04

Qun tr chin lc Cng ty vo cc hot ng s trng v truyn thng ca mnh tp trung khai thc cc im mnh , pht trin quy m kinh doanh trn c s u tin chuyn mn ha sn xut v i mi cng ngh, sn phm, dch v. Nh a ra chin lc ph hp m th phn v quy m ca Viettel khng nhng chim th phn ln nht m ngy cng m rng trong c cc lnh vc khc. 4. nh gi chin lc Nh chng ta bit, kim tra l vic cn thit trong qu trnh thc hin chin lc. C nhiu hnh thc kim tra khc nhau, tu theo tng mc ch khc nhau. Viettel t chc h thng kim tra nh sau: - Ban kim sot tin hnh kim tra thng xuyn cc hot ng ca Ban gim c, cc phng ban; - Km tra t xut i vi hot ng ca cc n v thnh vin. Sau lp bo co trnh Hi ng qun tr. - Tng gim c v b phn gip vic tin hnh kim tra nh k hoc t xut i vi cc n v thnh vin. Cc knh thng tin ni b bao gm: cc bo co ti chnh, bo co s kt hng qu, bo co tng kt cui nm... Viettel cn t chc thu thp thng tin t bn ngoi nh thng tin phn hi t pha khch hng (s ng gp kin), thng tin v i th cnh tranh... T cc ngun thng tin thu thp c lnh o Tng cng ty tin hnh phn tch, nh gi v tin trnh thc hin chin lc, tnh hnh ca mi trng t xem xt v iu chnh chin lc. Hng nm Tng cng ty iu chnh cc ch tiu chin lc v vic thc hin chin lc bng cc k hoch nm; thc hin vic iu chnh gi cc; nghin cu ci thin c ch qun l ti chnh... Trong qu trnh thc hin chin lc, Tng cng ty ch ti cng tc kim tra, thu thp c nhng thng tin cn thit v c s iu chnh hp l, kp thi. Tm li, nh hu ht cc doanh nghip nc ta, vic xy dng chin lc v t chc thc hin chin lc ca Viettel cn c nhiu khong cch. Tuy vy, ch qua mt thi gian ngn tin hnh qun l v thc hin chin lc. Viettel gt hi c nhiu thnh cng gip cho thng hiu Viettel ng vng trong lng khch hng v chim v tr s 1 trn th trng Vit nam. Vi chin lc ng n v hiu qu tn dng hiu qu cc ngun lc ca Cng ty cng vi s ch o ca ban lnh o v ng tm ca cc cn b cng nhn vin Tng cng ty gip Cng ty ng vng trong giai on khng hong kinh t tip tc pht trin v m rng th trng.

33

Nhm 04

Qun tr chin lc CHNG IV NH GI T CHC DOANH NGHIP I. Loi hnh cu trc t chc doanh nghip + Phn cng v phn mm ca mt t chc: Phn cng bao gm cu trc t chc, h thng, cc quy trnh, quy nh, cc knh bo co, knh giao tip, c ch giao quyn, c ch khon, c ch thng. Phn mm bao gm nhng gi tr, nim tin, li sng, chun mc hnh vi, phng chm hnh ng, vn ha, nhng cuc gp chnh thc v phi chnh thc ca lnh o, nhng cuc i thoi. V vn hnh ca mt t chc, phn cng chnh l m hnh t chc, phn mm chnh l h thng cng ngh thng tin vi cc dng chy thng tin rt phc tp, va phn lp, va phng; va phn tn, va tp trung. Ging nh hot ng ca chic my tnh, phn mm chnh l ci mang li sc sng cho phn cng. C cu ca mt t chc rt quan trng nhng yu t lin kt t chc tr thnh mt chnh th thng nht v ng b chnh l phn mm. Phn cng v phn mm mt khi c kt hp vi nhau s to ra nhng mi quan h x hi, nhng chun mc hnh vi, nh hng ca cc mi quan h, cc dng thng tin v cc dng quyt nh. +Xy dng b my t chc nh mt c th khe mnh: Mt t chc mnh cng ging nh c th mt con ngi khe mnh vy. N phi c b no thng minh, tc l lnh o phi sng sut, c tm nhn, c chin lc. Chn tay khe mnh tc l cc b phn gip vic, cc n v trc thuc phi linh hot, c ng v thch ng nhanh vi nhng thay i ca t chc. II. Phong cch lnh o chin lc: Phong cch lnh o VIETTEL: 3 trong 1 (lnh o, iu hnh, chuyn gia): Tt nhin, t trng 3 lnh vc trn thay i tu theo tng giai on pht trin, quy m ca tng n v. Lnh o VIETTEL l ngi c kin thc, bit nh hng, bit gi m mi ngi tham gia, bit giao vic cho mi ngi lm nhng bit tin cng vic, bit nh gi nhn xt, bit o to nhn vin, bit nhng tay vo tho g kh khn khi cn. Ngi lnh o (d l Tng Gim c, Gim c, trng cc phng ban) phi vch ra chin lc v trc tip t chc thc hin chin lc , ng thi phi pht hin, o to v sp xp nhn s phc v cho vic thc thi c hiu qu. Chin lc v thc thi l mt qu trnh lin kt gia Sinh v Thnh. Ngi sinh ra tng chnh l ngi tt nht, ph hp nht a tng vo cuc sng. Mi trng kinh doanh v cnh tranh ngy nay thay i rt nhanh nn ch c ngi iu hnh trc tip mi c th nhn dng nhanh chng s thay i, c thng tin kp thi iu chnh chin lc. Cc Gim c ca VIETTEL phi thc s l ht nhn lnh o, su st thc tin dn dt t chc ca mnh. + Lnh o cn phi bit cng vic v chia vic: Khi c nhng vic ln, hoc nhng vic cha c tin l, ngi lnh o phi bit phn tch thnh nhng vic nh hn. Khi , chng ta s thy nhng vic tr nn n gin hn bi phn ln u l nhng cng vic chng ta bit cch gii, ch c mt t l rt nh l mi v kh. Nh vy, chng ta s khng thy ngi vic ln, ngi vic mi, ngi vic kh.
34

Nhm 04

Qun tr chin lc + Lnh o VIETTEL khng c s ngi gii hn mnh. Bi ngi lnh o VIETTEL phi gii trong vic t ngi ng v tr v bit tm nhng ngi gii chuyn mn hn mnh t vo nhng v tr thch hp. + Quyt on, chnh trc: Khi cha c quyt nh cui cng, chng ta c th a ra bn bc vi tp th vi phng chm 70% l quyt (cm nhn thy c th thnh cng c 70% l quyt). Nhng khi quyt ri, chng ta iu chnh ph hp vi thc t. - Gng mu: + Vn ha ca ngi Vit Nam l vn ha lm gng. Ngi ng u cn phi lm trc th nhn vin mi bit v lm theo. + Bit xin li nhn vin. - Quan tm, ng cm vi nhn vin: + Thng xuyn ni chuyn vi nhn vin. + Bit lng nghe. + Bit nghe hai tai. - Lnh o vi 4 chu, 4 bit v 10 ch trong hnh ng: + Chu hc, chu c, chu nghe v chu i c s tng kt thc tin. + Bit vit cho mi ngi hiu, bit ni cho mi ngi thng, bit lm v bit iu x s tt vi mi ngi. +Tn ty cp di thng, gng mu cp di trng, sng to cp di c thm vic lm v c thu nhp chnh ng, dn ch cp di d gn v c thng tin, k cng ngi tt lun lun c im ta, ngi cha tt c gio dc, rn luyn cm ha, tin b trng thnh III. Nhn xt v vn ha doanh nghip: Vn ho doanh nghip l ton b cc gi tr vn ho c gy dng nn trong sut qu trnh tn ti v pht trin ca mt doanh nghip, tr thnh cc gi tr, cc quan nim v tp qun, truyn thng n su vo hot ng ca doanh nghip y v chi phi tnh cm, np suy ngh v hnh vi ca mi thnh vin ca doanh nghip trong vic theo ui v thc hin cc mc ch. Cng nh vn ho ni chung, vn ho doanh nghip c nhng c trng c th ring bit. Trc ht, vn ho doanh nghip l sn phm ca nhng ngi cng lm trong mt doanh nghip v p ng nhu cu gi tr bn vng. N xc lp mt h thng cc gi tr c mi ngi lm trong doanh nghip chia s, chp nhn, cao v ng x theo cc gi tr . Vn ho doanh nghip cn gp phn to nn s khc bit gia cc doanh nghip v c coi l truyn thng ca ring mi doanh nghip
35

Nhm 04

Qun tr chin lc 1. Vn ha viettel: 1. Chun mc Ngi Viettel: a. C kht vng xy dng Viettel thnh mt Tp on hng mnh. b. Trung thc, on kt, bit n ngi i trc. c. Lun t li ch tp th ln trc. d. T duy t ph v dm lm vic kh. e. Dm ngh, dm lm, dm chu trch nhim. f. Chp nhn gian kh. g. T lc, t cng. h. T m, trit . 2. Quy tc ng x:

- Phm vi iu chnh ca b quy tc ny l thc v o c ca ngi Viettel. - i tng iu chnh ca b quy tc ng x ny l ngi VIETTEL bao gm cc gim c, nhn vin, nhn vin hp ng di hn, ngn hn, cc cng tc vin ca VIETTEL. - Uy tn v tng lai ca VIETTEL tu thuc vo cch chng ta hnh ng trong cng vic hng ngy. 2.1 Ngi Viettel ng x ti ni lm vic: - Khng gian lm vic: + Chng ta xy dng khng gian lm vic thn thin v sng to. + VIETTEL cho php mi ngi c to mt khng gian lm vic ring mang tnh c nhn. Khng gian lm vic ca mi ngi c hiu l bn lm vic ca c nhn ngi . + Mi ngi VIETTEL phi c thc gi gn cnh quan, v sinh, khng gian lm vic sch s, khng coi ch l trch nhim ca nhn vin lao cng. - Thng hiu VIETTEL + Lun c thc pht hin v thng bo nhng h hng, sai st cc hnh nh ca VIETTEL hay cc n phm c hnh nh ca VIETTEL cn khc phc, sa cha. a ch thng bo: Phng Chin lc Kinh doanh (Tel: 84 4 2660018). + Khuyn khch gi gn v tp hp gi v Tp on cc hnh nh, n phm, bng hnh, bng ghi m, cc vt lu nim v VIETTEL a vo phng truyn thng. a ch nhn: Phng Chnh tr (Tel: 84 4 2660043). - Tc phong + n sm hn trc t nht 5 pht so vi gi quy nh c coi l n ng gi.
36

Nhm 04

Qun tr chin lc - thc hc tp + Mi ngi phi c trch nhim o to ngi ngay di mnh. Gim c o to cc trng phng, trng phng o to Ph phng v cc nhn vin. + C thc tng hp, lu gi nhng kinh nghim cho nhng ngi mi, nhng ngi tip qun cng vic ca mnh bng cch vit cc guideline, quy trnh. + Cch hc ca Viettel l tr li cu hi Ti sao?. + c sch phi tr thnh thi quen ca ngi VIETTEL. + C thc pht hin v gii thiu nhng cun sch hay, c ch i vi cng vic ca ngi VIETTEL. a ch gii thiu sch hay: Phng Truyn thng (Tel: 84 4 2660036). - thc tit kim + Gi gn v bo qun ti sn chung cng c coi l mt hnh thc tit kim. + Thng xuyn r sot li cng vic ca mnh pht hin nhng im bt hp l, c th thay i cho ph hp hn, nng cao hiu sut, hiu qu s dng. - thc bo v thng tin + Khng nn s dng th in t ca cng ty gi v nhn cc thng tin c nhn (khng lin quan n cng vic). + Khng nn tit l cho bt k ai ngoi VIETTEL bt c thng tin no lin quan n cng ty khi chng cha c cng khai, m khng c php ca cp qun l hay theo yu cu ca php lut, vo bt k thi im no trong hay sau thi gian lm vic ti cng ty. + Khng nn ti liu quan trng trn bn hay ti khu vc lm vic m ngi khc c th thy. + Khng nn chuyn thng tin quan trng qua my fax v c th l thng tin cho nhng ngi khng c quyn bit. + Thc hin i ton b password, xa th in t i vi nhng trng hp nhn vin VIETTEL thi vic. + Khng nn trao i cng vic ca cng ty vi gii bo ch (k c trng hp phng vin l mt ngi bn thn). Mi cu hi ca bo ch phi c tham kho vi Phng Truyn thng (Tel: 84 4 2660036). - Trnh cc hnh ng dn n xung t li ch vi Viettel + Khng nn nhn tin hoc ti sn t cc bn th ba lin quan n cc giao dch lm n vi Viettel.
37

Nhm 04

Qun tr chin lc + Khng nn hp tc hoc nhn t vn cho khch hng, i tc hay cc cng ty cng ngnh vi Viettel. + Khng nn tham gia bt k mt hot ng bn ngoi no cnh tranh vi vic kinh doanh ca Viettel. + Khng nn tham gia vic lm bn ngoi hoc cc hot ng khc gy cn tr kh nng ca bn thn trong vic dnh thi gian v s tp trung cn thit cho cng vic ti VIETTEL. + Khng c nhn qu biu, tin ca i tc, khch hng ra nhng quyt nh i ngc li li ch ca VIETTEL. + Khng c s dng tin, ti sn ca Viettel mang li li ch cho c nhn, gia nh, bn b mnh. 2.2 ng x ca ngi Viettel trong cng vic - Thu ngoi: + D lm vic g, ngi VIETTEL cng phi t lm trc, khi hiu v nm c ri mi y ra bn ngoi. + Lm g ngi VIETTEL cng lm n tn cng. - Qun i thnh cng: + Mi khi p dng thnh cng mt chin lc, mt chnh sch, chng ta s t cu hi nu lm ngc li th s th no? - Khng chy theo thnh tch: + Vic gian ln t c thnh tch c coi l mt hnh ng ph hoi VIETTEL. + Cc sai st hoc k h ca chnh sch cn sm c pht hin v bo co li vi n v c lin quan. Nhng trng hp c tnh vn dng nhng k h ca chnh sch s b s l thch ng ty theo tnh cht ca sai phm. - Trnh ch ngha bnh qun + Mi nh gi u phi c tiu ch r rng v minh bch, c s phn chia, phn loi hp l. + Nu pht hin thy bt k mt biu hin no ca ch ngha bnh qun, trch nhim ca ngi VIETTEL l thng bo ti c quan c thm quyn l Phng Chnh tr (Tel: 84 4 2660043). - Hy yu cng vic ca mnh: + Hy lm nhng iu tt nht c th mi ngy tri qua l mt ngy ca s hon thnh cng vic v t c cc mc tiu ra.
38

Nhm 04

Qun tr chin lc - n gin ha + Nghim cm vic copy v ct dn m khng hiu bn cht, ni dung. + Mt vn bn c coi l m khng rm r l vn bn tp trung tr li c 5 cu hi (5 W): Ai (Who), Ci g (What), u (Where), Ti sao (Why), Nh th no (How). + Thng xuyn r sot li cc qui trnh b i ci khng cn thit, hy t cu hi ti sao cho nhng g ang tn ti. - Lun chuyn cn b: + Lun chuyn l to khng gian mi cho c nhn sng to, lm mi mnh v pht trin nhng kh nng tim n ca mi c nhn. + Lun chuyn, nht l lun chuyn t c s ln Tp on cng l mt phng php o to. + Vic i lun chuyn Viettel khng phi l ngha v m l vn ha lm vic. 2.3 ng x gia ngi Viettel v ngi Viettel - Sng c trch nhim: + VIETTEL khng chp nhn hnh ng y vic. Chng ta coi hnh ng giao vic m khng c hng dn c th v hng trin khai, kt qu mong t c, thi gian hon thnh l y vic. + Ngi VIETTEL s khng bao gi ni khng khi c ngh gip m hy cng nhau tm ra gii php thc hin cng vic. + Lun quan tm ti ng nghip, nht l tm hiu hon cnh gia nh gip , tng tr ln nhau. - Tn trng ln nhau: + Lun cho hi, mm ci khi gp nhau. Qun nhn thc hin cho theo quy nh ti iu lnh Qun i. + Lun cm n ng nghip ca mnh. Li cm n khng ch c dng trong trng hp nhn c s gip , chia s t ngi khc m n cn c dng ngay c khi ngi khc ch ra ci xu, ci cha tt, ci cn khc phc ca bn thn. + Khng ni xu ngi khc, nht l ni xu sau lng. Nhng dng bnh lun hoc ph bnh ny u c coi l khng chnh thng v khng c gi tr. - Khi chng ta khng ng nht v quan im: + Khi a ra quan im ca mnh, cn phi c lp lun, cn c bo v, cn gii thch r, v sao bn li ngh hoc lm nh vy.
39

Nhm 04

Qun tr chin lc + Nu khng nht tr, cn phi a ra phng n ring ca mnh vi nhng chi tit c th, khng c ni chung chung. + Khi nu ra nhng tn ti, chng ta cn phi a ra phng n gii quyt nhng tn ti . - Khi chng ta khng bit mt iu g : + Khi khng bit mt iu g , trc khi i tm kim s gip t bn ngoi, chng ta th lin tip t 5 cu hi Ti sao?. Khi gii p c chng, bn tm ra c 70% li gii p cho cu hi ri. + Hy ng ngn ngi t cu hi. - Mc li + Vi nhng li cn c x l, chng ta quy trch nhim c nhn nhng cng xt n trch nhim ca tp th. Mt tp th c c nhn mc li, tp th cng khng c nh gi tt. 2.4 ng x ca lnh o Viettel Lnh o VIETTEL l nh th no? + Lnh o cn phi bit cng vic v chia vic: Khi c nhng vic ln, hoc nhng vic cha c tin l, ngi lnh o phi bit phn tch thnh nhng vic nh hn. Khi , chng ta s thy nhng vic tr nn n gin hn bi phn ln u l nhng cng vic chng ta bit cch gii, ch c mt t l rt nh l mi v kh. Nh vy, chng ta s khng thy ngi vic ln, ngi vic mi, ngi vic kh. + Lnh o VIETTEL khng c s ngi gii hn mnh. Bi ngi lnh o VIETTEL phi gii trong vic t ngi ng v tr v bit tm nhng ngi gii chuyn mn hn mnh t vo nhng v tr thch hp. + Quyt on, chnh trc: Khi cha c quyt nh cui cng, chng ta c th a ra bn bc vi tp th vi phng chm 70% l quyt (cm nhn thy c th thnh cng c 70% l quyt). Nhng khi quyt ri, chng ta iu chnh ph hp vi thc t. Gng mu: + Vn ha ca ngi Vit Nam l vn ha lm gng. Ngi ng u cn phi lm trc th nhn vin mi bit v lm theo. + Bit xin li nhn vin. Quan tm, ng cm vi nhn vin: + Thng xuyn ni chuyn vi nhn vin. + Bit lng nghe. + Bit nghe hai tai. Lnh o vi 4 chu, 4 bit v 10 ch trong hnh ng: + Chu hc, chu c, chu nghe v chu i c s tng kt thc tin. + Bit vit cho mi ngi hiu, bit ni cho mi ngi thng, bit lm v bit iu x s tt vi mi ngi.

40

Nhm 04

Qun tr chin lc + Tn ty cp di thng, gng mu cp di trng, sng to cp di c thm vic lm v c thu nhp chnh ng, dn ch cp di d gn v c thng tin, k cng ngi tt lun lun c im ta, ngi cha tt c gio dc, rn luyn cm ha, tin b trng thnh. Lnh o v vn ha t chc: + T chc l vic mt ngi t nguyn xin thi m nhim chc trch, nhim v c giao do t nhn thy trnh , nng lc, o c, phm cht, t cht, trch nhim khng p ng hoc khng ph hp yu cu nhim v mnh ang m nhim. + T chc l mt vic lm mang li li ch cho tp th, cho t chc v cho ngay chnh bn thn c nhn ngi t chc. T chc c th la chn mt ngi khc ph hp hn thay th; c nhn c th la chn mt v tr khc, mt cng vic khc ph hp hn vi nng lc ca mnh tm thy nim vui trong cng vic, s t tin v hnh phc. Khi no th nn t chc: + Kt qu hon thnh nhim v trn cng v chc trch c giao yu km, thng xuyn b ph bnh, nhc nh; + C quan, n v ca mnh ch huy, lnh vc mnh ph trch lin tc khng hon thnh nhim v, k hoch ra (ti thiu 3 ln) do nguyn nhn ch quan; + Bn thn quan liu, thiu trch nhim, c quan, n v xy ra cc v vic gy hu qu ln hoc c bit nghim trng lm thit hi ln v ngi v ti sn, u tn, thng hiu ca Viettel. + Bn thn khng cn uy tn do phm o c, li sng khng lnh mnh, mc t nn x hi. 2.5 ng x gia ngi Viettel v khch hng: Mm ci, cho n khch hng vi thi thn thin: + Mm ci vi khch hng khi h cch bn t 2m tr ra. + Giao tip vi khch hng vi ging nh nhng v km theo n ci thn thin. + Lun hi p trong qu trnh khch hng trnh by vn ca mnh bng nhng t ng m: d, vng, vng . Khch hng c quyn bit tt c cc thng tin v dch v ca VIETTEL, mi ngi VIETTEL c ngha v p ng mi thng tin n cng. + Chng ta khng ni qu nhiu v nhng vic mnh lm c, c 10 th ch ni 8. + Hy lng nghe tt c nhng iu khch hng ni v khch hng hi. Lm cho khch hng hi lng ngay c khi dch v ca VIETTEL lm khch hng phin lng / tht vng nht: + Khch hng lun ng. + Nu li ch ca khch hng xung t vi quyn li ca VIETTEL th t li ch ca khch hng ln trc. 2.6 ng x gia ngi Viettel v i tc: ng x trong vic la chn i tc: + VIETTEL chn i tc p ng tt nht cc yu cu ca Viettel. + u thu Viettel l u thu c iu kin (ngha l Viettel phi t ra u bi v yu cu trc vi cc nh thu). Thn trng vi vic nhn qu cp: C th nhn cht t qu tng, chng hn:
41

Nhm 04

Qun tr chin lc + Vt khuyn mi vi mc ch qung co chung chung (nh bt, s tay, lch) + Qu biu trong cc bui l tic theo tp qun quc gia min l khng vi phm php lut, khng th b hiu l vt hi l v khng gy rc ri cho Viettel nu vic ny c tit l cng khai. + Cc mn qu c gi tr khng ng k v khng dnh lu n cam kt ca cng ty phi thc hin mt giao dch kinh doanh no. Kt lun: C th ni Viettel l mt gia nh ni m ai cng mong mun mnh l mt thnh vin ca gia nh y, bi mi trng lm vic ht sc hin i, nng ng, sng to v thn thin m m gia cc thnh vin trong cng ty, gia lnh o v nhn vin. ng thi cng l mt i tc tin tng i vi cc nh cung cp, nhng ngi hp tc cng vi Viettel cng nh khch hng ca DN.

42

Nhm 04

Qun tr chin lc

Ph Lc:

43

Nhm 04