Mn: QUN TR CHT LNG ti: Cc nguyn tc qun tr cht lng theo ISO 9000 nm 2000?

? Phn tch nguyn tc nh hng khch hng t lin h vo mt vi doanh nghip ti Vit Nam. Nhm 4 Lp K43 DK 16 Khoa K Ton Trng i Hc Thng Mi

I : H THNG QUN L CHT LNG ISO 9000 NM 2000: 1. Khi nim v ISO 9000 nm 2000: ISO l mt t chc quc t v tiu chun ha, ra i v hot ng t ngy 23-2 1947, ISO c tn y l THE INTERNATIONAL ORGANIZATION FOR STANDARD IZATION. Cc thnh vin ca n l cc t chc tiu chun quc gia ca hn mt trm nc trn th gii. Tr s chnh ca ISO t ti Geneve ( Thy S). Ngn ng s dng l Ting Anh, Ting Php v Ty Ban Nha. ISO l mt t chc phi chnh ph. Nhim v ca t chc ny l nghin cu xy dng, cng b cc tiu chun ( Khng c gi tr php l bt buc p dng ) thuc nhiu lnh vc khc nhau. B tiu chun ISO 9000 quy t kinh nghim ca quc t trong lnh vc qun l{ v m bo cht lng trn c s phn tch cc quan h gia ngi mua v ngi cung cp Nh sn xut. y chnh l phng tin hiu qu gip cc nh sn xut t xy dng v p dng h thng m bo cht lng c s mnh, ng thi cng l phng tin m bn mua c th cn c vo tin hnh kim tra ngi sn xut, kim tra s n nh ca sn xut v cht lng sn phm trc khi k hp ng. ISO 9000 a ra cc chun mc cho mt h thng cht lng v c th p dng rng ri trong cc lnh vc sn xut, kinh doanh v dch v. ISO 9000 hng dn cc t chc cng nh cc doanh nghip xy dng mt m hnh qun l thch hp v vn bn ha cc yu t ca h thng cht lng theo m hnh chn ISO c trn 120 thnh vin, Vit Nam l thnh vin chnh thc t nm 1977 v l thnh vin th 72 ca ISO. C quan i din l tng cc tiu chun o lng cht lng. * ISO 9000 nm 2000: L tiu chun quc t mi nht v h thng qun l cht lng c t chc tiu chun ha quc t ISO ban hnh vo thng 12 nm 2000 sau khi sa i cc tiu chun phin bn 1994. ISO 9000 nm 2000 quy nh nhng yu cu c bn ca h thng qun l cht lng ca mt s t chc, c th

c t chc trong ni b t chc , s dng cho vic chng nhn hoc cho cc mc ch hp ng. Tiu chun ny tp trung vo hiu lc v kt qu ca h thng qun l cht lng trong vic tha mn nhu cu ca khch hng. ISo 9000 l b tiu chun v h thng qun l cht lng do t chc tiu chun ha quc t ban hnh, c th p dng cho mi i tng, k c dch v hnh chnh. Vic p dng ISO 9000 vo dch v hnh chnh mt s nc trn th gii trong nhiu nm qua to c cch lm vic khoa hc, loi b c nhiu th tc rm r, rt ngn thi gian v gim chi ph, ng thi lm cho nng lc, trch nhim cng nh thc phc v ca cng chc nng ln r rt, quan h gia cc c quan nh nc vi dn c ci thin. Chnh nh nhng tc dng y m ISO 9000 hin nay c xem l mt trong nhng gii php hay v cn thit nng cao hiu lc v hiu qu qun l nh nc, m bo cht lng, dch v hnh chnh, gim nh b my v nng cao nng lc i ng cng chc. Gn y, trong khi ASEAN, Malaysia bt buc cc c quan nh nc phi p dng ISO 9000. Ti Singapo, chnh ph khuyn khch cc c quan nh nc p dng ISO 9000. Vit Nam, c ban ch o ci cch hnh chnh chnh ph khuyn khch, mt s c quan nh nc p dng ISO 9000 nh Tng cc tiu chun o lng Cht lng, Vin nghin cu qun l kinh t Trung ng, S giao thng cng chnh thnh ph H Ch Minh, Vn phng UBND tnh Khnh Ha. 2. Nhng trit l c bn m ISO 9000 a ra v mt h thng qun l cht lng: - Hiu qu cht lng l vn chung ca ton b t chc. Ch c th to ra mt sn phm, mt dch v c cht lng, c tnh cnh tranh cao khi m c h thng c t chc tt l s phi hp ci tin hon thin l li lm vic. - Nu cao vai tr phng nga l chnh trong mi hot ng ca t chc. Vic tm hiu v phn tch cc nguyn nhn nh hng ti kt qu hot ng ca h thng v nhng bin php phng nga c tin hnh thng xuyn vi nhng cng c kim tra hu hiu. - Tha mn ti a nhu cu ca ngi tiu dng, ca x hi l mc ch ca h thng m bo cht lng, do vai tr ca nghin cu v ci tin sn phm nghin cu sn phm mi l rt quan trng . - cao vai tr ca dch v theo ngha rng, tc l quan tm n phn mm ca sn phm, n dch v sau bn hng. Vic xy dng h thng phc v bn v sau bn hng l mt phn quan trng ca chin lc sn phm, chin lc cnh tranh ca mt doanh nghip. Thng qua cc dch v ny uy tn ca doanh nghip ngy cng ln v li nhun s tng. - Trch nhim i vi kt qu hot ng qu t chc thuc v tng ngi. Phn nh r trch nhim ca tng ngi trong t chc, cng vic s c thc hin hiu qu hn. - Quan tm n chi ph tha mn nh cu c th l i vi gi thnh. Phi tm cch gim chi ph n ca sn xut, l nhng tn tht do qu trnh hot ng khng ph hp, khng cht lng gy ra, ch khng phi do chi ph u vo. - iu ni bt xuyn sut b tiu chun ISO 2000 l cc vn lien quan n con ngi. Nu khng to iu kin tt c mi ngi nhn thc ng vai tr v tm quan trng ca cht lng c nh hng trc tip n quyn li ca h v khng to cho h c iu kin pht huy c mi kh nng th h thng cht lng s khng t kt qu nh mong i, II: CC NGUYN TC TRONG QUN L CHT LNG: tha mn yu cu ca bt kz h thng qun l cht lng no, hot ng qun l cht lng phi

tun th mt s nguyn tc qun l cht lng. Sau y l 8 nguyn tc c bn. Nguyn tc 1: Vic qun l cht lng phi hng ti s tha mn cc yu cu, mong i ca khch hng ( Nguyn tc nh hng bi khch hng ) Mi t chc u ph thuc vo khch hng, cht lng sn phm dch v li do khch hng tha mn phi l cng vic trng tm ca h thng qun l. Mun vy cn thu hiu cc nhu cu hin ti v tng lai ca khch hng, cn p ng cc yu cu ca khch hng v n lc vt cao hn s mong i ca h. Nguyn tc 2: Vic qun l cht lng c t di mt s lnh o thng nht, ng b v mc ch, ng li v mi trng ni b trong t chc. Li cun mi ngi tham gia trong vic t c cc mc tiu ca t chc. ( Nguyn tc lnh o thng nht ) Mun vy, lnh o phi xy dng nhng gi tr r rang, c th v nh hng vo khch hng. cng c mc tiu ny cn c s cam kt v tham gia ca tng c nhn lnh o vi t cch l mt thnh vin ca t chc. ng thi lnh o phi ch o v tham gia xy dng cc chin lc v cc bin php huy ng s tham gia ca mi nhn vin xy dng, nng cao hiu lc ca t chc v kt qu tt nht c th c. Qua vic tham gia trc tip vo cc hot ng nh lp k hoch, xem xt nh gi hot ng ca t chc, ghi nhn nhng kt qu t c ca nhn vin, ngi lnh o c vai tr cng c gi tr v khuyn khch s sang to, i u mi caaos trong ton b t chc. Nguyn tc 3: Vic qun l cht lng phi c s tham gia ng , t nguyn ca mi ngi v li ch chung ca t chc v ca bn thn mnh ( Nguyn tc hp tc trit ) Con ngi l ngun lc quan trng nht ca mt t chc v s tham gia y vi nhng hiu bit v kinh nghim ca h s rt c ch cho t chc. Thnh cng trong ci tin cht lng ph thuc rt nhiu vo k nng, nhit tnh hng hi trong cng vic ca i ng nhn vin. V th t chc cn to iu kin cho nhn vin hc hi , nng cao kin thc v thc hnh nhng k nng mi. Bn cnh , t chc cn c h thng khuyn khch s tham gia ca mi thnh vin vo mc tiu cht lng ca t chc. Nhng yu t lin quan n vn an ton, phc li x hi ca nhn vin phi gn vi mc tiu ci tin lin tc v cc hot ng ca t chc. Nguyn tc 4: Vic qun l cht lng phi c tip cn theo qu trnh ( Nguyn tc hot ng theo qu trnh ) Kt qu mong mun s t c mt cch c hiu qu khi cc ngun lc v cc hot ng c lin quan u c qun l theo qu trnh.Qu trnh l tp hp nhng hot ng c quan h ln nhau v tng tc bin u vo thnh u ra. cho qu trnh c ngha, gi tr ca u ra phi ln hn u vo, c { ngha l qu trnh lm tng gi tr. Trong mt t chc, u vo ca qu trnh ny l u ra ca qu trnh trc v ton b cc qu trnh trong t chc lp thnh mt h thng cc qu trnh. Qun l cc hot ng ca mt t chc l lp thnh mt h thng cc qu trnh. Qun l cc hot ng ca mt t chc thc cht l qun l cc qu trnh v mi quan h gia chng. Qun l tt h thng cc qu trnh cng vi s bo m u vo nhn c t ngi cung ng bn ngoi, s m bo cht lng u ra cung cp cho khch hng. Nguyn tc 5: Vic qun l cht lng phi c tip cn mt cch h thng ( Nguyn tc h thng ). Khng th gii quyt bi ton cht lng theo tng yu t tc ng n cht lng mt cch ring l m phi xem xt ton b cc yu t tc ng n cht lng mt cch h thng v ng b, phi hp hi ha cc yu t ny. Phng php h thng trong qun l{ l cch huy ng, phi hp ton b cc ngun lc thc hin mc tiu chung ca t chc. V th, vic nhn bit, thu hiu v qun l mt h thng cc qu trnh c lin quan s em li hiu lc v hiu qu ca t chc nhm t c cc

mc tiu nh. Nguyn tc 6: Vic qun l cht lng phi c thng xuyn ci tin ( Nguyn tc ci tin lin tc) Ci tin lin tc cc kt qu thc hin l mc tiu, ng thi cng l phng pho ca mi t chc v mun c c mc cht lng cao nht, t chc phi lin tc ci tin cng vic ca mnh. S ci tin c th c thc hin theo tng bc nh hoc nhy vt. Cch thc ci tin cn phi bm chc vo cng vic ca t chc. Nguyn tc 7: Cc quyt nh phi da trn c s phn tch y cc thng tin v s liu thc t ( Nguyn tc quyt nh da trn d liu ) Mi quyt dnh ca h thng qun l mun c hiu qu phi c xy dng da trn vic phn tch d liu v thng tin. Xem xt nh gi phi bt ngun t chin lc ca t chc, cc qu trnh quan trng , cc yu t u vo v kt qu ca cc qu trnh . Nguyn tc 8: Vic qun l cht lng phi c tin hnh trn cc quan h hp tc cht ch bn trong v bn ngoi ( Nguyn tc hp tc bn trong v bn ngoi ) T chc cn xy dng nhng mi quan h hp tc cht ch trong ni b v vi bn ngoi t c hiu qu cao trong cng vic. Cc mi quan h ni b cht ch s gip tng cng s linh hot v kh nng p ng nhanh. Cc mi quan h bn ngoi kt ni t chc vi cp trn, a phng, cc t chc o to. Nhng mi quan h ny s gip t chc nng cao kh nng hot ng ca mnh. III : PHN TCH NGUYN TC NH HNG KHCH HNG: 1.Nguyn tc nh hng khch hng: Ni dung c th ca nguyn tc ny:Cht lng l s tha mn khch hng,chnh v vy vic qun l cht lng phi nhm p ng mc tiu .Qun l cht lng l khng ngng tm hiu cc nhu cu ca khch hng v xy dng ngun lc p ng cc nhu cu mt cch tt nht. 2. ngha ca nguyn tc nh hng khch hng: Do qu trnh ton cu ho, khu vc ho, i sng ca con ngi khng ngng tng ln,c bit s bng n ca thi i khoa hc k thut, nht l internet lm con ngi gn nhau hn bao gi ht,cha bao gi mc p ng thng tin li nhiu v nhanh nh hin nay. Chnh v vy, khch hng cng c nhiu c hi la chn sn phm, dch v cho mnh, chuyn t nhu cu c bn sang nhu cu bc cao, nhu cu gii tr, p ng s thch c nhnTrc tnh hnh , doanh nghip cng thnh cng hn khi p ng nhu cu ring bit, c trng ca khch hng, mang li cho h nhiu li ch hn. iu i hi doanh nghip phi nghin cu k lng hn cc nhu cu ln nht ca khch i vi sn phm dch v v cc nhu cu b sung. Trong xu hng hi nhp v ton cu ha, mi trng kinh doanh ngy cng c nhng bin i su sc v nhanh chng, s cnh tranh ngy cng tr nn khc lit. Khi yu t u vo ngy cng tr nn cn bng v bo ha, vic nng cao cht lng dch v gn nh l yu t then cht v c mi doanh nghip nhn ra v khai thc. trin khai tt nhng dch v, bn phi hiu c khch hng ca bn cn g.Do , cc t chc phi tm hiu v nhu cu hin ti v tng lai ca khch hng, khng ch p ng m cn phn u vt cao hn s mong i ca h. 3.C th ha vic p dng nguyn tc ny trong doanh nghip: -Trit l ny phi c mi ngi trong doanh nghip chp nhn v cng nhau n lc ht sc mnh thc hin n. iu ny c ngha l Mi nhn vin, bao gm c b phn bn hng v hu mi, cng nh cc nh cung cp ca doanh nghip v cc h thng phn phi u c trch nhim i vi cht lng.

Vic m bo cht lng ch c th thnh cng nu mi ngi cng nhau tch cc thc hin n. Cn phi ph bin trong hng ng cc nhn vin quan im rng mi c nhn mc d khng trc tip lin quan ti khch hng, u lm vic tha mn nhu cu ca h. Ton b cng ty, thng qua cc t nhm cht lng, phi cng nhau phi hp cng tc tht n { tt c v mc tiu m bo cht lng ca doanh nghip. - iu tra,kho st v khch hng: cung cp dch v cht lng cao cn phi kho st cc mong i v i hi ca khch hng v mc tha mn chng cho ti nay. iu ny tht quan trng do kt qu kho st s cho php nh gi cht lng dch v v nhn ra lm g v lm nh th no ci thin sn phm, dch v v qu trnh bn hng.ng thi,phi m bo cc mc tiu ca doanh nghip c kt ni ng vi yu cu v mong mun ca khch hng. - Qun l mi quan h vi khch hng mt cch c h thng - To mi lin kt t lnh o ti khch hng: b phn nghin cu khch hng c th kho st khch hng hng ngy, nhng vic lm ny khng gip thnh cng nu kt qu kho st khng c gi ln cho lnh o cng ty v h khng c s can thip x l{.Lnh o phi thc s mong mun lng nghe v quan tm n kin ca khch hng.C mt thc t l khi lnh o trc tip tham gia gii quyt cc vn ca khch hng s to ra s hng khi cho nhn vin, cn bn thn khch hng h s thy mnh thc s c quan tm. - m bo t c s cn bng hi ha gia vic p ng khch hng vi cc thnh phn c quan tm khc (nh ch s hu, nhn cng, nh cung cp, nh ti chnh, cng ng a phng v x hi ni chung). IV: LIN H NGUYN TC NH HNG KHCH HNG VO MT VI DOANH NGHIP TI VIT NAM: 1.Bo him Bo Vit: 1.1 Gii thiu v bo him Bo Vit: Bo him Bo Vit l doanh nghip hch ton c lp - thnh vin ca Tp on Ti chnh Bo him Bo Vit. Vi kinh nghim hot ng trn 45 nm (t 15/01/1965) trong cc lnh vc: Bo him ti sn, bo him trch nhim v bo him con ngi; vi mng li 66 cng ty thnh vin ti tt c 64 tnh, thnh ph trn ton quc, Bo him Bo Vit hin chim gn 40% th phn v l doanh nghip bo him phi nhn th dn u th trng bo him phi nhn th ti Vit Nam. 1.2: Nguyn tc nh hng khch hng th hin trong doanh nghip: Bo him Bo Vit vi mc ch m bo cuc sng tt cho mi ngi dn. Bo him Bo Vit bao gm : Bo him nhn th ( BaoViet life) v Bo him phi nhn th ( BaoViet Insurance) Bo him nhn th ca Bo Vit ph hp vi nhiu b phn khch hng vi sn phm chnh l AN PHT TRN I: An vui cuc sng Phc lc bn lu. An Pht trn i mang n cho khch hng gii php ti chnh hon ho vi s kt hp linh hot cc tnh nng nh bo him, tit kim, u t. Quyn li khch hng c c khi tham gia: Quyn li bo him t vong, Quyn li thng tt ton b vnh vin( Bo him chi tr bng 100% quyn li bo him t vong), Quyn li bo him bnh him ngho (ng trc 50% quyn li bo him t vong), quyn li o hn hp ng . Ngoi ra to iu kin tt hn cho khch hng. Khch hng c th ch ng la chn cho mnh thm mt s gii php ti chnh bo him ton din bng vic tham gia thm cc sn phm b tr sau cho Ngi bo him v bn mua bo him.

1. Bo him sinh kz thun ty 2. Bo him t kz 3. Bo him thng tt b phn vnh vin do tai nn 4. Bo him chi ph phu thut 5. Bo him cht v thng ttton b vnh vin do tai nn 6. Quyn li min np ph bo him 7. Quyn li min np ph bo him c bit Bn cnh cc bo him nhn th, Bo him Bo Vit cn cho ra i cc bo him phi nhn th: - BH Hng khng - Du kh: L mt trong nhng nghip v kinh doanh truyn thng ca Bo Him Bo Vit. Vi kinh nghim, tim lc ti chnh cng mi quan h rng khp vi cc cng ty bo him trong v ngoi nc, trong hn 43 nm qua, Bo Him Bo Vit p ng nhng nhu cu bo him du kh a dng ca khch hng. Hin Bo Him Bo Vit cung cp mt s loi hnh bo him du kh sau: Bo him khng ch ging Bo him mi ri ro s lan khoan/gin khoan/ng ng dn du Bo him mi ri ro thit b khoan du kh Bo him trch nhim ton din ca nh iu hnh du kh Nh thu khoan v nh thu dch v cho ging du hoc kh Bo him du th lu kho v trn ng vn chuyn Bo him d n xy dng lp t trn b v ngoi khi. - Bo him hng khng Bo Him Bo Vit ang cung cp cc loi hnh bo him ti sn v bo him trch nhim cho cc hng hng khng, cc nh iu hnh bay, cc sn bay v n v kinh doanh dch v hng khng ti Vit Nam, bao gm: Bo him thn my bay v ph tng my bay Bo him thn my bay di mc min thng chun Bo him thn my bay i vi ri ro chin tranh, khng tc Bo him trch nhim i vi bn th ba, hnh khch, hnh l, hng ha v hng bu chnh Bo him trch nhim i vi ri ro chin tranh, khng tc Bo him mt kh nng s dng my bay Bo him tai nn nhn vin t bay Bo him tai nn hnh khch t nguyn Bo him trch nhim ch sn bay v ngi iu hnh sn bay Bo him trch nhim hng khng cho cc cng ty cung ng dch v hng khng - Bo him xe c gii: 1. Bo him trch nhim dn s ca ch xe t 2. Bo him vt cht xe t 3. Bo him tai nn ngi trn xe 4. Bo him trch nhim dn s ch xe t i vi hng ha trn xe 5. Bo him t nguyn trch nhim dn s ch xe t Bo Him Ha Hon v Ti Sn Bo Him Bo Vit hin ang cung cp cc sn phm bo him ha hon v ti sn sau:

- BH Chy v cc ri ro c bit - BH tn tht vt cht bt ng - BH Tin - BH Trm cp - BH hn hp nh t nhn - BH hn hp Vn phng - BH gin on KD sau chy hoc tn tht - BH Trch nhim sn phm - BH Trch nhim Cng cng - BH trch nhim sn phm v cng cng dng - BH bo m lng trung thc - BH trch nhim Hole in One - BH trch nhim ngh nghip vi Bnh vin/B - BH trch nhim ngh nghip lut s - BH trch nhim ngh nghip Kin trc s v - BH trch nhim ngh nghip (mi gii BH) - BH ton din doanh nghip - BH trch nhim ch nui ch - BH trch nhim khc Bo Him Bo Vit hin ang cung cp cc sn phm bo him k thut sau: - BH mi ri ro Xy dng - CAR - BH mi ri ro Lp t - EAR - BH My mc -MB - BH Thit b in t -EEI - BH cc cng trnh xy dng dn dng ho - BH Kho lnh - BH My mc thit b thu cho thu - LAR - BH My mc thit b xy dng - CPM - BH gin on kinh doanh k thut - BH khc trong KT Bo Him Tu Thy Bo Him Bo Vit hin ang cung cp cc sn phm bo him tu thy sau: - BH thn tu bin - BH trch nhim ch tu bin - BH Thn tu sng - BH TNDS tu sng - BH Thn tu c - BH TNDS tu c - BH trch nhim ch ng tu - BH tu khc

2.Tp on vin thng qun i Viettel: 2.1: Gii thiu v tp on vin thng qun i Viettel: 12/1/2010,Tp on Vin thng Qun i Viettel chnh thc ra mt.Theo ,Viettel tr thnh tp on kinh t u tin ca B Quc phng,tp on th 2 trong ngnh vin thng v cng ngh thng tin,tp on th 9 v cng l tr nht ca Vit Nam.Viettel l tp on a s hu,trong s hu Nh nc l chi phi,bao gm cc doanh nghip 100% vn Nh nc,cc doanh nghip a s hu, chu trch nhim k tha cc quyn, ngha v php l v li ch hp php ca Tng Cng ty Vin thng Qun i. Cng ty Vin thng Viettel (Viettel Telecom) trc thuc Tng Cng ty Vin thng Qun i Viettel c thnh lp ngy 05/4/2007, trn c s st nhp cc Cng ty Internet Viettel, in thoi c nh Viettel v in thoi di ng Viettel. Viettel hot ng kinh doanh a ngnh ngh trong vin thng v cng ngh thng tin l ngnh kinh doanh chnh.Ngoi ra,Viettel cn u t nghin cu pht trin v sn xut phn cng,phn mm thit b in t,vin thng,cng ngh thng tin v thng tin qun s.Cc sn phm bao gm cc gi cc in thoi di ng,in thoi c nh khng dy,internet,phn phi cc sn phm cng ngh thng tin 2.2 : Nguyn tc nh hng khch hng c th hin trong doanh nghip: L mt tp on ln kinh doanh a ngnh ngh v trong mi ngnh li c nhiu sn phm,dch v khc nhau.c bit trong lnh vc vin thng c cc sn phm,dch v nh:di ng,internet,in thoi c nh,bu chnh,truyn dnnhng mang li doanh thu hn c l di ng vi mc khong 60% tng doanh thu.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,dch v chuyn tin I-share,thc s gp phn lm cho Viettel thnh cng hn. Xut pht t trit l kinh doanh:mi khch hng l mt c th ring bit,Viettel nghin cu thit k v to ra cc gi cc ph hp vi tng nhu cu ring bit ca khch hng .V c th ni,hot ng nh hng khch hng c th hin m nt vi vic cho ra i nhiu gi sn phm nhm vo hnh vi tiu dng ca khch hng. V d c th v vic quan tm, phc v n tng i tng khch hng ca Viettel nh sau: - Gi cc Hi School-ng hnh cng tui xanh: Hin nc ta c khong hn 4,3 triu hc sinh trong tui 14 n 18. y l i tng tr c nhu cu s dng dch v vin thng ln nhng cn b hn ch nhiu v mt ti chnh. V vy, Viettel thit k gi cc Hi School vi nhng tnh nng v u i hp dn .Hi School cn hp dn c bit ngay t khi ng k{ ha mng, vi b Kit c mnh gi ch 25.000, rt ph hp vi tui hc sinh cn ang ph thuc v ti chnh. Sau khi ng k{ thnh cng, Viettel s cng 25.000 vo ti khoan gc. Trong thi gian u ra mt gi cc ny, Viettel p dng chng trnh khuyn mi c bit tng 100% gi tr th np trong 3 thng lin tip k t khi ha mng. - Gi cc VIP-Lun khc bit: Cc doanh nhn, nhng ngi c thu nhp cao, c v th trong x h cc ph in thoi hng thng ca h thng khng h nh. i vi nhng ngi thng xuyn ra nc ngoi th vic chuyn vng in thoi gy cho h khng t kh khn. Hn th na i vi nhm ngi ny, vic tn vinh v th ca mnh, to ra s khc bit lun l nhu cu ca h. Ngay c trong vic s dng in thoi di ng, h cng lun mun s dng nhng chic phone v c nhng gi cc c th khng nh c v th ca mnh. H cn l nhng i tng rt thc t, ch u t vo nhng g thc s em li li ch. T vic

nghin cu nhu cu cng nh tm l{ ca b phn khch hng ny Viettel tung ra gi cc VIP dnh cho cc thu bao di ng, tch hp nhiu dch v hp dn.iu ny thu ht i tng khch hng l nhng ngi s dng dch v roaming trong cc chuyn cng cn hoc du lch nc ngoi. Gi cc VIp thc s lm cho khch hng s dng cm thy c chm sc ngay t u,iu m t trc n nay ch nhng khch hng trung thnh ca cc nh mng mi c c. - .Gi cc Corpotate-Gii php tit kim cho doanh nghip: Hin nay vi nn kinh t nng ng, vic lin lc trao i thng tin gia cc thnh vin trong doanh nghip, t chc cng tr nn cn thit.Tuy nhin li ny sinh ra mt vn v lng ph v bo mt thng tin khi cc cuc lin lc din ra khng c s kim sot.Lm sao hn ch v ngn chn cc cuc gi ngoi cng vic hay r r thng tin lun l vn quan tm ca ngi ng u doanh nghip, t chc.Chnh v th Viettel tung ra gi cc Coporate. Coporate l gi cc tr sau dnh cho doanh nghip, t chc c t 5 thu bao tr sau ca Viettel tr ln.Vi tnh nng qun l hng gi v mc s dng ca cc thnh vin, gi y, vic qun l doanh nghip ca ch nhm tr nn d dng hn - Gi cc sinh vin-Ti l sinh vin: Thc t hin nay,nhiu sinh vin c hon cnh kh khn,gia nh xa khng c iu kin lin lc thng xuyn.Trong khi ,mng di ng ang ngy cng tr nn hu dng,ng vai tr l chic cu ni gia sinh vin vi gia nh,bn b.Bi vy,vic a ra gi cc sinh vin c bit mang { ngha to ln. - Gi cc Tourist: Hng nm c khong 4 triu lt khch nc ngoi ti du lch,lm vic ti Vit Nam v dch v vin thng l mt trong nhng dch v c bn gn lin vi du khch trong thi gian lu li nc ta.n Vit Nam,du khch thng gp kh khn trong vic tra cu thng tin lien quan n dch v,danh lam thng cnh,phng tin i liS dng gi cc Tourist Sim ca Viettel,khch hng s c cung cp min ph cc thng tin ny.y l gi cc di ng u tin Vit Nam c thit k dnh ring cho i tng khch hng l ngi nc ngoi n Vit Nam cng tc,du lch,.. Song song vi vic to ra mt gi cc dnh ring cho khch du lch, Viettel cng xy dng h thng phn phi cho nhm khch hng ny.Hng lot cc im bn ti sn bay, a im du lch, khch sn, khu ngh dng ang c Viettel trin khai s gip khch du lch d dng tip cn c vi dch v ny. - Gi cc Happy Zone-Gi cc thp nht: i vi nhng c nhn ch thng xuyn di chuyn trong mt khu vc vi mc thu nhp trung bnh th la chn tt nht l in thoi c nh vi mc gi c tnh theo vng,gi ni ht rt r nhng khng phi lc no cng s dng c do nhu cu i li trong cng vic.Tuy nhin,vic s dng mng di ng li gp kh khn do gi cc kh t khng ph hp vi thu nhp.Nm bt c nhu cu ny,Viettel nghin cu v ra mt gi cc Happy Zone. Vi vic ra i gi cc Happy Zone mt ln na khng nh quyt tm mang n cho ngi tiu dng sn phm a dng hng ti nhiu i tng khch hng khc nhau ca Viettel. - Gi cc Tomato-in thoi di ng cho mi ngi: 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.Vi vic ra i gi cc Tomato,Viettel Mobile gii quyt c hu ht nhu cu s dng di ng cho ngi dn,c bit

nhng ngi c thu nhp thp. - Gi cc Ciao-Cho cuc sng ti p: Gi cc Ciao l gi cc di ng u tin ti Vit Nam c thit k dnh ring cho cc bn tr yu thch m nhc v c nhu cu s dng cc dch v VAS (thch khm ph cng ngh).Vi gi cc CIAO, Viettel Telecom mun em n cho khch hng tr tui nhng tri nghim mi l, mt phong cch hng th cuc sng hon ton mi vi chic in thoi di ng cng: m nhc (dch v I-muzik),cng ngh (dch v GPRS truy cp Internet, ti nhc...), nhng dng tin nhn trn y cm xc, vi mt chi ph cc kz hp l.