BO GIAO DUC VA AO TAO TRNG AI HOC KINH TE TP.

HO CH MINH

PHAN MINH CHAU

XAY DNG CHIEN LC KINH DOANH CUA TONG AI LY CHUYEN PHAT NHANH FedEx EN NAM 2015

LUAN VAN THAC S KINH TE

CHUYEN NGANH MA SO : QUAN TR KINH DOANH : 60.34.05

NGI HNG DAN KHOA HOC TS. PHAM TH HA

TP. Ho Ch Minh Nam 2009

BO GIAO DUC VA AO TAO TRNG AI HOC KINH TE TP. HO CH MINH

PHAN MINH CHAU

XAY DNG CHIEN LC KINH DOANH CUA TONG AI LY CHUYEN PHAT NHANH FedEx EN NAM 2015

LUAN VAN THAC S KINH TE

TP. Ho Ch Minh Nam 2009

LI CAM N

Toi xin to long biet n sau sac en co TS. Pham Th Ha a tan tam hng

dan giup toi hoan thanh luan van nay.

Quy thay, co khoa Quan tr kinh doanh va khoa Sau ai hoc a tao ieu

kien tot trong hoc tap, nghien cu va truyen at nhng kien thc quy bau cho toi trong thi gian va qua.
Xin chan thanh cam n Ban ieu Hanh Tong ai ly chuyen phat nhanh

FedEx va cac ban ong nghiep trong cong ty a tao ieu kien thuan li cho toi trong viec thu thap so lieu trong qua trnh nghien cu luan van tren.

TP. HCM, thang 02 / 2009 Thc hien

PHAN MINH CHAU

LI CAM OAN
Toi xin cam oan, ay la cong trnh nghien cu cua toi ve xay dng chien lc kinh doanh tai Tong ai ly chuyen phat nhanh FedEx trong qua trnh 10 nam cong tac tai n v. Tat ca cac so lieu va ket qua nghien cu trong luan van nay eu trung thc va cha c cong bo rong rai.

Tac gia

PHAN MINH CHAU

DANH MUC CAC KY HIEU CH VIET TAT

VNPT:

Viet Nam Post & Telecom ( Tong cong ty Bu chnh Vien thong Viet Nam )

CPN: TL: EMS: CB-CNV: TP. HCM: KCX: KCN: FedEx: LTL: TC - HC: TC - KT: KH - KD:

Chuyen phat nhanh Tong ai ly Express mail service ( Chuyen phat nhanh EMS ) Can bo cong nhan vien Thanh pho Ho Ch Minh Khu che xuat Khu cong nghiep Federal Express ( Tap oan chuyen phat nhanh FedEx ) Lao ong tien lng To chc hanh chanh Tai chnh ke toan Ke hoach kinh doanh

DANH MUC CAC BANG, BIEU, HNH

Bng 1.1: Bng 1.2: Bng 1.3: Bang 2.1: Bang 2.2: Mau ma tran EFE Mau ma tran hnh anh canh tranh Mau ma tran SWOT Lao ong tai Tong ai ly FedEx en 12/2008 Ket qua hoat ong cua Tong ai ly CPN FedEx trong nhng nam qua Bang 2.3: Bang 2.4 Bang 3.1: Bang 3.2: Bang 3.3: Bang 3.4: Bieu o 2.1: Mc giam gia cho khach hang s dung dch vu Tong hp so lng CB CNV c hoan tra hoc ph nh hng phan au doanh thu hang nam t 2009 2015 Mc tang trng GDP ca nc va TP. Ho Ch Minh Thu nhap bnh quan au ngi ca nc va TP. HCM Quy mo hoat ong cac cong ty chuyen phat nhanh quoc te San lng phat va nhan hang cac tnh thc hien ong chuyen th trc tiep vi TL FedEx Bieu o 2.2: Doanh thu phat va nhan hang cac tnh thc hien ong chuyen th trc tiep vi TL FedEx Bieu o 3.1: Hnh 1.1: Hnh 1.2: Hnh 1.3: Hnh 2.1: Hnh 2.2: Th phan cung cap dch vu CPN quoc te tai TP. HCM Mo hnh quan tr chien lc toan dien Mo hnh nam tac lc cua Michael E. porter ( 1980 ) Cac noi dung chu yeu can phan tch ve oi thu canh tranh S o to chc Tong ai ly chuyen phat nhanh FedEx S o ve chuoi gia tr Tong ai ly chuyen phat nhanh FedEx

MUC LUC
Trang phu ba Li cam n Li cam oan Danh muc cac ky hieu ch viet tat Danh muc cac bang bieu, hnh Trang

LI M AU CHNG I: C S L LUAN VE CHIEN LC KINH DOANH

1.1 TONG QUAN VE CHIEN LC KINH DOANH...................................................... ...1 1.1.1 Khai niem ................................................................................................................. 1 1.1.2 Phan loai ................................................................................................................... 1 1.2 QUY TRNH XAY DNG CHIEN LC KINH DOANH .......................................... 4 1.2.1 Xac nh muc tieu chien lc ................................................................................. 6 1.2.2 Phan tch anh gia moi trng ben ngoai ............................................................. 6 1.2.3 Phan tch anh gia moi trng ben trong........................................................... 11 1.2.4 Hnh thanh cac phng an chien lc ................................................................. 13 1.2.5 La chon chien lc phu hp ............................................................................... 16 1.3 TAM QUAN TRONG CUA XAY DNG CHIEN LC OI VI DOANH NGHIEP 1.4 KHAI QUAT VE CHUYEN PHAT NHANH ............................................................... 18 1.4.1 Chuyen phat nhanh la g ? ..................................................................................... 18 1.4.2 Cac nhan to anh hng en Chuyen phat nhanh ................................................ 18

CHNG II: PHAN TCH VA ANH GIA TNH HNH XAY DNG VA THC HIEN CHIEN LC CUA TONG AI LY CHUYEN PHAT NHANH FEDEX THI GIAN QUA

2.1 GII THIEU CHUNG VE TONG AI LY CPN FEDEX ....................................... 19 2.1.1 Lch s hnh thanh va phat trien Tong ai ly CPN FedEx ............................. 19 2.1.2 Chc nang nhiem vu va quyen han cua Tong ai ly CPN FedEx ................. 20 2.1.3 C cau to chc quan ly.......................................................................................... 22 2.1.4 Ket qua hoat ong trong nhng nam va qua.................................................... 24 2.2 TNH HNH XAY DNG VA THC HIEN CHIEN LC TAI TONG AI LY CHUYEN PHAT NHANH FEDEX T NAM 2003 2008 ............................................... 26 2.2.1 Cac chien lc TL a thc hien t nam 2003 2008 ...................................... 26 2.2.1.1 Chien lc m rong th trng..................................................................... 26 2.2.1.2 Chien lc gia ................................................................................................ 27 2.2.1.3 Chien lc nghien cu va phat trien san pham mi .................................. 28 2.2.1.4 Chien lc chieu th va Quang ba thng hieu .......................................... 28 2.2.1.5 Chien lc phat trien nguon nhan lc ........................................................ 29 2.3 KET QUA THC HIEN CHIEN LC ...................................................................... 30 2.4 ANH GIA CHUNG VE TNH HNH XAY DNG VA THC HIEN CHIEN LC THI GIAN QUA: ................................................................................................................. 32 2.4.1 Nhng thanh tu at c ................................................................................... 32 2.4.2 Nhng han che ........................................................................................................ 33 2.5 PHAN TCH CAC YEU TO MOI TRNG ............................................................... 34

2.5.1 Moi trng ben ngoai ........................................................................................... 34

2.5.1.1 Moi trng v mo .............................................................................................. 34 2.5.1.2 Moi trng vi mo .............................................................................................. 36 2.5.2 Moi trng ben trong.......................................................................................... 41 2.5.2.1 Ve nguon nhan lc ............................................................................................ 41 2.5.2.2 Ve hoat ong markerting ................................................................................ 42 2.5.2.3 Ve nghien cu va phat trien th trng ......................................................... 43 2.5.2.4 Ve quan ly chat lng dch vu ......................................................................... 43

2.5.2.5 Ve chi ph hoat ong......................................................................................... 44 2.6 PHAN TCH CHUOI GIA TR TONG AI LY CPN FEDEX .................................. 47

CHNG III: XAY DNG CHIEN LC KINH DOANH TAI TONG AI LY CHUYEN PHAT NHANH FEDEX EN NAM 2015
3.1 QUAN IEM XAY DNG CHIEN LC ................................................................. 50 3.1.1 nh hng cua ang va nha nc ve phat trien ............................................. 50 3.1.2 Phng hng cua Tong ai ly CPN FedEx........................................................ 51 3.2 MUC TIEU PHAT TRIEN CUA TONG AI LY FEDEX EN NAM 2015 ........... 51 3.2.1 Muc tieu dai han en nam 2015 ........................................................................... 51 3.2.2 Muc tieu cu the ...................................................................................................... 52 3.3 S DUNG CONG CU MA TRAN SWOT E XAY DNG VA LA CHON CHIEN LC KINH DOANH EN NAM 2015............................................................................... 52 3.4.1 Xay dng chien lc thong qua ma tran SWOT................................................ 52 3.4.2 La chon chien lc thong qua ma tran QSPM ................................................ 54 3.4 CAC GIAI PHAP THC HIEN CHIEN LC KINH DOANH EN NAM 2015 . 61

3.4.1 Ve quan tr va nang cao chat lng nguon nhan lc .............................61 3.4.2 Ve hoan thien c che lng thng e kch thch, ong vien va duy tr nhan vien ...............................................................................................................63 3.4.3 Ve hoat ong Quang cao va Markerting .................................................65 3.4.4 Ve nghien cu va phat trien th trng ...................................................67 3.4.5 Ve u t m rng sn xut.........................................................................68 3.4.6 Ve thiet b va cong nghe.............................................................................69 3.4.7 Ve quan ly va nang cao chat lng dch vu..............................................69 3.4.8 Ve chi ph hoat ong ...................................................................................73
3.5 CAC KIEN NGH NHAM THC HIEN TOT CAC CHIEN LC ........................ 74 3.6.1 oi vi Cong ty co phan chuyen phat nhanh Bu ien ................................... 74

3.6.2 oi vi Nganh Hai Quan...................................................................................... 75 3.6.3 oi vi tp on FedEx ..........................................................................................76

Ket luan Tai lieu tham khao

LI M AU
1/ Tnh cap thiet cua e tai: Tong cong ty Bu chnh Vien thong Viet Nam ( VNPT ) vi be day gan 60 nam kinh nghiem trong lnh vc dch vu Bu chnh Vien thong trong nc va quoc te vi mang li rong khap tren moi mien at nc. VNPT co quan he ban hang vi hn 120 oi tac la cac tap oan a quoc gia ve Bu chnh, Vien thong va Tin hoc hang au tren the gii. Trc xu the quoc te hoa va toan cau hoa dien ra manh me tren the gii, can c e an chia tach Bu chnh va Vien thong a c Thu tng chnh phu phe duyet. VNPT a hoan thanh viec chia tach Bu chnh va vien thong thanh hai Tong cong ty, Tong cong ty Vien thong Viet Nam va Tong cong ty Bu chnh Viet Nam ke t ngay 01/01/2008, nham nang cao hieu qua hoat ong va tang cao kha nang canh tranh trong ieu kien th trng kinh doanh luon bien ong ac biet, khi Viet Nam a la thanh vien chnh thc cua to chc thng mai the gii WTO vao nam 2007 Hoa cung vi xu the phat trien cua the gii, Viet Nam noi chung va tai Thanh Pho Ho Ch Minh noi rieng, nhan thc c tam quan trong trong van e van chuyen la khau quan trong trong qua trnh san xuat, la yeu to hang au quyet nh s thanh cong cua doanh nghiep, cac cong ty chuyen phat nhanh quoc te a vao cuoc vi nhieu tham vong chiem lnh th trng va tm kiem li nhuan, FedEx cung khong ngoai muc ch o. La cong ty hang au the gii ve cung cap dch vu chuyen phat nhanh quoc te, FedEx a co chien lc kinh doanh bang nhng cai tien ve chat lng va gia ca canh tranh e phat trien th phan cho mnh. Hien nay nhieu cong ty Chuyen phat nhanh quoc te co tam c the gii a va ang tng ngay tranh gianh th phan vi dch vu

chuyen phat nhanh FedEx tai th trng Viet Nam. Cuoc canh tranh von d a gay can nay cang quyet liet hn khi ma nhu cau cua khach hang oi hoi ngay cang cao ve chat lng dch vu. Neu Tong ai ly FedEx khong co nhng chien lc kinh doanh phu hp, kp thi th th phan dch vu chuyen phat nhanh nhng thanh pho ln nh Ha Noi, TP. Ho Ch Minh se ri vao tay cac oi thu canh tranh nh DHL, TNT, UPS La mot thanh vien hien ang cong tac tai Tong ai ly chuyen phat nhanh FedEx, toi mong muon mang nhng kien thc va thong tin a hoc gop phan cung tap the phat trien Tong ai ly chuyen phat nhanh FedEx ngay cang ln manh. o la tam nguyen duy nhat cua toi. Xuat phat t nhng bc xuc o, toi a manh dan chon e tai: XAY DNG CHIEN LC KINH DOANH CUA TONG AI LY CHUYEN PHAT NHANH FedEx EN NAM 2015 Cho luan van tot nghiep cua mnh. 2/ Muc tieu cua e tai: Xay dng cac chien lc kinh doanh kha thi, ong thi e xuat cac giai phap nham mang lai hieu qua kinh doanh cho cong ty. 3/ oi tng va pham vi nghien cu cua e tai: oi tng nghien cu cua e tai la hoat ong san xuat kinh doanh tai Tong ai ly FedEx. Cac dan chng va so lieu c lay t thc tien ket qua hoat ong san xuat kinh doanh tai Tong ai ly FedEx trong giai oan t nam 2003 2008 lam c s cho viec nghien cu. 4/ Phng phap nghien cu:

 S dung phng phap he thong va phng phap tong hp e nghien cu tnh hnh thc te cua doanh nghiep. Phng phap phan tch, thong ke, suy luan trong tong hp so lieu D lieu th cap c thu thap t ket qua san xuat kinh doanh thc te tai Tong ai ly FedEx trong nhng nam va qua. 5/ Ket cau cua e tai: Ngoai li m au, ket luan, luan van c chia thanh 3 chng

CHNG 1: C S LY LUAN C BAN VE CHIEN LC VA XAY DNG CHIEN LC: CHNG 2: TNH HNH THC HIEN KE HOACH KINH DOANH CUA TONG AI LY CHUYEN PHAT NHANH FEDEX THI GIAN QUA CHNG 3: XAY DNG CHIEN LC KINH DOANH TAI TONG AI LY CHUYEN PHAT NHANH FEDEX EN NAM 2015

CHNG 1
C S LY LUAN VE CHIEN LC KINH DOANH

1.1 TONG QUAN VE CHIEN LC KINH DOANH 1.1.1 Khai niem

Theo Fred R. David: Chien lc kinh doanh la nhng phng tien e at en muc tieu dai han. Chien lc kinh doanh co the gom co s phat trien ve a ly, a dang hoa hoat ong, s hu hoa, phat trien san pham, tham nhap th trng, cat giam chi tieu, thanh ly, lien doanh. (Fred R. David, Khai luan ve quan tr chien lc, ban dch, NXB Thong ke, 2006). Theo Alfred Chadler ai hoc Harvard th Chien lc kinh doanh la s xac nh cac muc tieu c ban, lau dai cua doanh nghiep, ong thi la s vach ra va la chon cach thc, cac qua trnh hanh ong va phan phoi cac nguon lc can thiet e at c muc tieu o . T nhng nghien cu neu tren ta co the hieu: Chien lc la tap hp cac quyet nh (muc tieu, ng loi, chnh sach, phng thc, phan bo nguon lc) va phng cham hanh ong e at c muc tieu dai han, phat huy c nhng iem manh, khac phuc c nhng iem yeu cua to chc, giup to chc on nhan nhng c hoi va vt qua nguy c t ben ngoai mot cach tot nhat.
1.1.2 Phan loai chien lc: Tuy theo tieu thc phan loai ngi ta co the chia chien lc kinh doanh thanh nhieu

loai:

Can c vao pham vi cua chien lc, ngi ta chia chien lc kinh doanh thanh hai loai: Chien lc tong quat: e cap en nhng muc tieu chung, nhng van e trong tam co y ngha lau dai quyet nh s song con cua doanh nghiep. Chien lc bo phan: ay la chien lc cap hai, thong thng trong doanh nghiep, loai chien lc nay bao gom: chien lc gia ca, chien lc san pham va chien lc phan phoi cho tng giai oan ngan han hay trung han cua chien lc tong quat. Can c vao s ket hp gia san pham va th trng co the chia chien lc thanh bon loai: a) Chien lc tang trng tap trung
Chien lc nay chu yeu nham cai thien v the canh tranh cua cong ty vi nhng

san pham hien co tren c s tang cng hoat ong Marketing hoac thay oi chien lc th trng hien co ma khong thay oi san pham nao. Loai nay co ba chien lc chnh: - Chien lc tham nhap th trng: tm kiem th phan tang len cho cac san pham hien tai va cac dch vu trong cac th trng hien co qua nhng no lc tiep th nhieu hn . - Chien lc phat trien th trng: a cac san pham hien co vao cac khu vc th trng mi. - Chien lc phat trien san pham: tang doanh so bang viec cai tien hoac sa oi cac san pham hoac dch vu hien co. b) Chien lc phat trien hoi nhap

Chien lc nay nham ti muc tieu la kiem soat cac nha phan phoi, nha cung cap hoac cac oi thu canh tranh. - Hoi nhap ve pha trc: nham tang quyen s hu hoac kiem soat oi vi nha phan phoi hoac ban le hang hoa cua doanh nghiep. - Hoi nhap ve pha sau: tm kiem quyen s hu hoac kiem soat oi vi nha cung cap cua doanh nghiep. - Hoi nhap theo chieu ngang: tm kiem quyen s hu hoac kiem soat oi vi cac oi thu canh tranh cua doanh nghiep. c) Chien lc a dang hoa Chien lc nay thng c s dung trong cac cong ty a nganh, chiem mot v tr quan trong trong chien lc cap cong ty. Nhom chien lc nay tng oi uyen chuyen va linh hoat tuy nhien oi hoi phai co c s ha tang ve vat chat, tai chnh va kha nang quan tr phu hp. Nhom chien lc nay bao gom: - Chien lc a dang hoa ong tam: nham them vao cac san pham mi nhng co lien he vi nhau (nhom hang hoa thay the hoac bo sung). - Chien lc a dang hoa hang ngang: them vao nhng san pham dch vu mi (khong co lien quan en san pham hien tai) nham vao khach hang hien co. - Chien lc a dang hoa tong hp: them vao nhng san pham dch vu mi khong co lien he g vi nhau (nhom hang hoa oc lap). d) Chien lc suy giam Chien lc nay c s dung khi cong ty can s chnh on sau nhng anh hng cua chu ky kinh te hay can phai cung co nham tranh s suy thoai toan dien cua cong ty. Bao gom cac chien lc chnh sau:

- Thu hep hoat ong: cung co lai to chc thong qua cat giam chi ph va tai san e tap trung nguon lc vao mot so nganh. - Cat bo hoat ong: ban i mot bo phan cua cong ty nhng van am bao cong ty hoat ong c. - Thanh ly: ban tat ca tai san cua cong ty tng phan mot vi gia tr thc cua no
1.2 QUY TRNH XAY DNG CHIEN LC KINH DOANH

Theo Fred R. David cac giai oan quan tr chien lc gom 3 giai oan: giai oan hnh thanh chien lc, giai oan thc hien chien lc va giai oan anh gia va kiem tra chien lc. Do o, viec hnh thanh chien lc oi hoiphai tao s hai hoa va ket hp cho c cac yeu to tac ong en chien lc: Cac c hoi thuoc moi trng bean ngoai. Cac iem manh, iem yeu cua doanh nghiep Gia tr ca nhan cua nha quan tr. Nhng mong i bao quat ve mat xa hoi cua doanh nghiep.

Hnh 1.1: Mo hnh quan tr chien lc toan dien

Thong tin phan phoi

Nghien cu moi trng e xac nh cac c hoi va e doa chu yeu

Thiet lap muc tieu dai han

Thiet lap nhng muc tieu ngan han

Xac nh nhiem vu, muc tieu va chien lc hien tai

Xet lai muc tieu kinh doanh

Phan phoi cac nguon lc

o lng va anh gia thanh tch

Phan tch noi bo e nhan dien nhng iem manh, iem yeu

Xay dng va la chon chien lc e thc hien

e ra cac chnh sach

Thong tin phan hoi

Hnh thanh chien lc Thc thi chien lc anh gia chien lc

1.2.1 Xac nh muc tieu chien lc

Xac nh muc tieu chien lc la giai oan au tien va cung la nen tang cho viec xay dng chien lc. Muc tieu at ra nham tao ieu kien tien e, la hng phan au cho doanh nghiep thc hien va at c ket qua theo mong muon. Do o e chien lc cu the va mang tnh thc tien cao th muc tieu at ra phai phu hp thc tien, phu hp vi tng ieu kien cu the cua doanh nghiep.
1.2.2 Phan tch anh gia moi trng ben ngoai:

Moi trng ben ngoai cua doanh nghiep bao gom: Moi trng v mo va Moi trng vi mo ( Moi trng tong quat hay Moi trng ac thu ) a/ Moi trng v mo: Moi trng v mo anh hng trc tiep hoac gian tiep en hoat ong kinh doanh cua doanh nghiep. Mc o va tnh chat tac ong khac nhau do o doanh nghiep kho kiem soat c moi trng nay. Moi trng v mo gom cac yeu to: Yeu to kinh te: Bao gom cac hoat ong, cac ch tieu kinh te cua moi quoc gia trong tng thi ky, chung co anh hng trc tiep en hoat ong san xuat kinh doanh cua doanh nghiep. Cu the, khi nen kinh te phat trien va thu nhap ca nhan cua ngi dan tang len dan en hoat ong giao thng gia Viet Nam va cac nc tang do o nhu cau s dung dch vu chuyen phat nhanh quoc te cung tang theo. Cac ch tieu lien quan cu the nh: Toc o phat trien kinh te hang nam Thu nhap bnh quan au ngi/nam Toc o lam phat.v.v .

 Yeu to chnh tr - phap luat: Viet Nam la nc co tnh hnh chnh tr on nh trong khu vc va tren the gii, ay la ieu kien tot e cac nha au t nc ngoai an tam khi au t vao lam an buon ban tai Viet Nam. Ke en, chnh phu Viet Nam ang dan dan hoan thien he thong luat e ngay cang hoan thien cho phu hp vi luat quoc te. Tuy nhien, du a co nhng tien bo nhng nhn chung van phc tap, rm ra va thay oi can phai tiep tuc ieu chnh trong thi gian ti. Do o, doanh nghiep can thng xuyen cap nhat va nam ro luat e han che nguy c do yeu to nay mang lai. Yeu to van hoa - xa hoi: bao gom cac tap tuc, truyen thong, phong cach song cua ngi dan, quan iem tieu dung, thoi quen mua sam eu co tac ong en hoat ong san xuat kinh doanh cua doanh nghiep, cac yeu to tren co the em lai c hoi cho doanh nghiep nay nhng ong thi cung la nguy c cho doanh nghiep khac, v vay doanh nghiep can quan tam nghien cu ky khi xay dng chien lc phat trien kinh doanh Yeu to cong nghe va ky thuat: S phat trien nh vu bao cua cong nghe va ky thuat trong nhng thap nien gan ay a tao ra nhieu c hoi cung nh khong t nguy c cho tat ca cac doanh nghiep, s phat trien cong nghe mi lam cho cac cong nghe cu tr nen lac hau. S phat trien cua cong nghe va ky thuat tien tien lam rut ngan vong i san pham nen oi hoi phai thch ng nhanh chong. Doanh nghiep phai au t oi mi cong nghe va ng dung vao qua trnh san xuat kinh doanh e tang cng kha nang canh tranh cho san pham. Yeu to t nhien: Nguon tai nguyen thien nhien ang b can kiet dan va tr nen khan hiem, van e o nhiem moi trng, cat giam kh thai ang ngay

c xa hoi quan tam. Do vay doanh nghiep can phai can nhac, xem xet khi hoach nh va la chon chien lc kinh doanh cho phu hp b/ Moi trng vi mo: La moi trng rat nang ong, gan lien va tac ong trc tiep en hoat ong san xuat kinh doanh cua doanh nghiep, viec phan tch moi trng vi mo giup doanh nghiep tm ra li the cua mnh so vi oi thu canh tranh, phat hien ra cac c hoi va cac thach thc e co chien lc cho phu hp. Thong thng cac doanh nghiep ap dung mo hnh nam tac lc cua Michael E.porter ( 1980 ) e phan tch moi trng vi mo doanh nghiep ( hay con goi la phan tch cau truc nganh kinh doanh ). Mo ta hien trang cua cuoc canh tranh trong mot nganh phu thuoc vao nam yeu to.
Hnh 1.2: Mo hnh nam tac lc cua Michael E.porter ( 1980 ) Cac oi thu mi tiem an Nguy c co cac oi thu canh tranh mi Cac oi thu canh tranh trong nganh

Ngi cung cap

Kha nang thng lng cua ngi cung cap hang

Kha nang thng lng cua ngi mua

Ngi mua

S canh tranh gia cac doanh nghiep hien co mat trong nganh Nguy c do cac san pham va dch vu thay the San pham thay the

 oi thu canh tranh hien tai: Cuoc canh tranh gia cac oi thu trong nganh dien ra gay gat, do cac oi thu cam thay b chen ep hoac tm kiem c hoi e gianh lay v tr tren thng trng. Du co t hay nhieu oi thu cac cong ty nay luon co khuynh hng oi choi nhau va luon chuan b cac nguon lc oi pho lan nhau, bat ky hanh ong cua cong ty nao eu co hieu ng kch thch cac cong ty khac phan ng lai. Do o th trng luon trong trang thai khong on nh. Cac oi thu thng dung cac chien thuat thon tnh lan nhau nh: Canh tranh ve gia, quang cao, gii thieu san pham, hoac chng trnh hau mai sau ban hang hay tang cng chat lng dch vu. e c ton tai tren thng trng, doanh nghiep phai nhan nh c tat ca oi thu canh tranh va xac nh cho c kha nang, u the, khuyet iem, moi e doa va muc tieu chien lc cua ho. Hnh 1.3: Cac noi dung chu yeu can phan tch ve oi thu canh tranh
ieu g oi thu canh tranh muon at ti ieu g oi thu canh tranh ang lam va co the lam c

Muc ch tng lai tat ca cac cap quan tr va a chieu

Chien lc hien tai doanh nghiep ang canh tranh nh the nao

Vai van e can tra li ve oi thu canh tranh - oi thu co bang long vi v tr hien tai khong ? - Kha nang oi thu chuyen dch va oi hng chien lc nh the nao ? - iem yeu cua oi thu canh tranh la g ? - ieu g co the giup oi thu canh tranh tra ua moat cach manh me va hieu qua nhat ?

Nhan nh anh hng cua no va nganh cong nghiep

Cac tiem nang cac mat manh va yeu

 oi thu mi tiem an: Khong manh hn, nhng s xuat hien cua cac oi thu nay a lam tang them khoi lng san pham, dch vu cung cap vao th trng do o lam giam kha nang canh tranh cua doanh nghiep. oi thu mi tm c ung oi tng khach hang co kha nang thanh toan va co quan iem tieu dung a thay oi. oi thu mi manh hn mang en nang lc san xuat mi, va khong che dau mong muon chiem lnh mot phan nao o cua th trng. Neu nhap cuoc ho se tao ra mot so bien ong trong toan nganh vi chien thuat ban giam gia e loi keo va thu hut khach hang. San pham thay the: Sc ep do co san pham thay the lam han che tiem nang va li nhuan cua nganh do mc gia cao nhat b khong che. Neu khong chu y ti cac san pham thay the doanh nghiep se b ri lai th trng nho be. Do o cac doanh nghiep khong ngng nghien cu va kiem tra cac mat hang thay the tiem an. Phan ln cac san pham thay the la ket qua cua s phat trien nh vu bao cua khoa hoc cong nghe. V vay, doanh nghiep can chu y danh nguon lc e phat trien hoac van dung cong nghe mi vao chien lc cua mnh. Nhng khach hang ( ngi mua ): Khach hang la mot phan cua cong ty, do o khach hang trung thanh la mot li the rat ln cua cong ty. S trung thanh cua khach hang c tao dng bi s thoa man nhng nhu cau ma cong ty mang en cho ho c thoa man tot hn. Ngi mua tranh ua vi nganh bang cach ep gia giam xuong, hoac oi hoi chat lng cao hn va lam nhieu cong viec dch vu hn. Tat ca eu lam ton hao mc li nhuan cua nganh.

Quyen lc cua moi nhom khach hang phu thuoc vao mot loat cac ac iem ve tnh hnh th trng va tam quan trong cua cac hang hoa mua cua nganh xet trong moi tng quan vi toan bo hoat ong kinh doanh chung cua nganh. Nhom khach hang co the manh neu co cac ieu kien sau: Nhom khach hang ch phai ng au vi mot so t cac chi ph oi mi. Nhom khach hang ch kiem c li nhuan thap t san pham cong ty. Nhom khach hang e doa se lien ket noi bo. San pham cua nganh la khong quan trong oi vi chat lng san pham ( dch vu) cua khach hang. Khach hang co ay u thong tin. Chnh v vay, e thay oi quyen lc cua khach hang, cac cong ty co the cai thien the ng chien lc cua mnh bang cach tm kiem la chon nhng khach hang co t quyen lc oi vi ho nhat. Nhng nha cung cap: Nhng nha cung cap co the khang nh quyen lc cua mnh oi vi cac thanh vien trong cuoc thng lng bang cach e doa tang gia hoac giam chat lng hang hoa (dch vu) ma ho cung cap. Nhng ngi cung cap co the lc bang cach o chen ep li nhuan cua mot nganh khi nganh o khong co kha nang bu ap lai chi ph tang len trong mc gia cua nganh. Cho nen viec nghien cu e hieu biet cac nha cung cap cac nguon lc cho doanh nghiep la khong the bo qua trong qua trnh nghien cu moi trng. Cac oi tng sau ay can quan tam: Ngi ban vat t thiet b, cong ong tai chnh. v.v.

1.2.3 Phan tch anh gia moi trng ben trong:

Bat ky doanh nghiep nao eu co nhng iem manh va nhng iem yeu trong cac lnh vc kinh doanh cua mnh. Phan tch anh gia moi trng ben trong cua doanh nghiep la viec xem xet anh gia cac iem manh va iem yeu trong cac moi quan he gia cac bo phan chc nang cua doanh nghiep, bao gom: nguon nhan lc, san xuat, tai chnh, makerting, nghien cu & phat trien, thong tin Nguon nhan lc: Nguon nhan lc bao gom cac nha quan tr cac cap va ngi tha hanh trong doanh nghiep. Phan tch nguon nhan lc nham giup cho doanh nghiep anh gia kp thi cac iem manh va iem yeu cua cac thanh vien trong to chc, trong tng bo phan chc nang so vi yeu cau cong viec e t o co ke hoach ai ngo, sap xep, ao tao va s dung hp ly cac nguon lc, giup doanh nghiep am bao s thanh cong cua cac chien lc e ra. San xuat: San xuat la hoat ong chnh cua doanh nghiep, gan lien vi viec tao ra san pham va dch vu vi cac yeu to chu yeu nh: kha nang san xuat, chat lng dch vu, chi ph thap lam hai long khach hang. Phan tch hoat ong san xuat giup cac doanh nghiep tao ra li the canh tranh so vi oi thu. Tai chnh ke toan: Lien quan en viec s dung cac nguon lc vat chat trong doanh nghiep tng thi ky, phan tch anh gia hoat ong tai chnh giup doanh nghiep kiem soat c hoat ong tai chnh tai doanh nghiep. Cac yeu to tai chnh nh: Kha nang huy ong von, nguon von, ty le von vay va von chu s hu, t o phuc vu cho cac quyet nh san

xuat kinh doanh. ong thi giup doanh nghiep nam ro c cac chi ph nham tao ra iem manh cho doanh nghiep. Marketing: Hoat ong Marketing trong doanh nghiep bao gom: nghien cu th trng e nhan dang cac c hoi kinh doanh, hoach nh cac chien lc ve phan phoi san pham, ve gia cho phu hp vi th trng ma doanh nghiep ang hng en, ong thi la yeu to chnh tao ieu kien cho cung va cau tren th trng gap nhau, la yeu to khong the thieu trong hoat ong ay manh hoat ong kinh doanh cua doanh nghiep. Nghien cu va phat trien: Giup doanh nghiep ng dung co hieu qua cac cong nghe tien tien, tao ra li the canh tranh ve phat trien san xuat nang cao chat lng san pham, cai tien qua trnh san xuat , giam bt chi ph. He thong thong tin: Phan tch he thong thong tin giup anh gia thong tin cua doanh nghiep hien co ay u khong, thong tin thu thap c co chnh xac va kp thi gia cac bo phan hay khong, giup doanh nghiep co c nhng thong tin vi o chnh xac cao, ay u lam c s xay dng chien lc ung an.
1.2.4 Hnh thanh cac phng an chien lc:

e hnh thanh nen chien lc kinh doanh, doanh nghiep phai phan tch ky tac ong cua moi trng ben trong va moi trng ben ngoai cua doanh nghiep mnh, nhan dang c cac mat manh, mat yeu, cac c hoi va nguy c ma doanh nghiep ang phai oi mat, qua o giup doanh nghiep hnh thanh cac phng an chien lc kinh doanh mot cach cu the va hieu qua, phu hp vi ieu kien cua doanh nghiep mnh, phat huy

nhng iem manh va khac phuc nhng iem yeu e hnh thanh nen nhng chien lc tot nhat. Cac cong cu e hnh thanh phng an chien lc: Ma tran anh gia cac yeu to ben ngoai - EFE: Ma tran anh gia cac yeu to ben ngoai EFE cho phep anh gia cac tac ong cua moi trng ben ngoai en cong ty. Ma tran EFE c thc hien theo 5 bc: 1. Liet ke cac yeu to ben ngoai chu yeu anh hng en doanh nghiep. 2. Phan loai tam quan trong t 0,0 ( khong quan trong ) en 1,0 ( rat quan trong ), tong so cac mc phan loai c an nh cho cac nhan to nay phai bang 1. 3. Phan loai cac yeu to cho iem t 1 ( anh hng t nhat ) en 4 ( anh hng nhieu nhat ). 4. Nhan cac mc quan trong cua moi yeu to vi iem phan loai tng ng nham xac nh tong so iem quan trong cho to chc. 5. Cong so iem quan trong cua cac yeu to. So iem trung bnh thng la 2,5. Tong so iem quan trong < 2,5 cho thay kha nang phan ng yeu oi vi moi trng va > 2,5 cho thay kha nang phan ng tot vi moi trng. Bang 1.1: Mau ma tran EFE
Cac yeu to ben ngoai Mc o quan trong Phan loai So iem quan trong

 Ma tran anh gia cac yeu to ben trong IFE Ma tran anh gia cac yeu to ben trong IFE cho phep anh gia cac mat manh, yeu quan trong cua cac bo phan chc nang cua cong ty, cach trien khai cung tng t nh ma tran EFE. Ma tran hnh anh canh tranh Ma tran hnh anh canh tranh la cong cu giup nhan dien nhng nha canh tranh chu yeu cung nhng u the va khuyet iem ac biet cua ho so vi cong ty, tong so iem quan trong cua cac oi thu cung c tnh toan nham xac nh nang lc canh tranh so vi cong ty mau. Bang 1.2 Mau ma tran hnh anh canh tranh
Mc Cong ty mau iem Hang quan trong Hang Cong ty canh tranh 1 iem quan trong Hang Cong ty canh tranh 2 iem quan trong

Cac yeu to thanh cong

o quan trong

Ma tran anh gia iem manh, iem yeu, c hoi va nguy c Ma tran SWOT Ma tran nay ket hp cac iem manh, iem yeu, c hoi va nguy c a c anh gia t ma tran EFE va ma tran IFE t o hnh thanh chien lc theo cac bc sau: T ma tran IFE liet ke cac iem manh va yeu vao o S va W T ma tran EFE liet ke cac c hoi va nguy c vao o O va T Lap cac chien lc ket hp S/O, S/T, W/O, W/ T

Bang 1.3: Mau ma tran SWOT

O Cac c hoi 1. Cac chien lc ket hp S/O: T Cac nguy c 1 Cac chien lc ket hp S/T:

SWOT

S Cac iem manh 1

S dung cac iem manh e tan Vt qua nhng bac trac bang dung c hoi tan dung cac iem manh Cac chien lc ket hp W/T:

W Cac iem yeu 1

Cac chien lc ket hp W/O:

Han che cac mat yeu e li Toi thieu hoa nhng iem yeu dung cac c hoi va tranh khoi cac moi e doa

Ma tran SWOT se giup cho nha quan tr la chon cac chien lc tot nhat phu hp nhat cho doanh nghiep
1.2.5 La chon chien lc phu hp

Doanh nghiep sau khi thc hien phan tch moi trng ben trong va moi trng ben ngoai, cac mat manh, mat yeu, c hoi va nguy c cua doanh nghiep mnh, t o lam c s e la chon chien lc kinh doanh phu hp vi doanh nghiep mnh. Cac chien lc se c sap xep va la chon theo th t u tien t cao , en thap e t o doanh nghiep quyet nh la chon chien lc phu hp, tot nhat cho doanh nghiep.
1.3 TAM QUAN TRONG CUA XAY DNG CHIEN LC KINH DOANH OI VI DOANH NGHIEP

Xay dng chien lc kinh doanh chiem v tr toi quan trong trong hoat ong san xuat kinh doanh cua doanh nghiep do cac yeu to sau:

 Xu the quoc te hoa va toan cau hoa dien ra manh me cac quoc gia tren the gii, lam cho nen kinh te the gii thong nhat va phu thuoc vao nhauviec thao bo hang rao thue quan tao th trng tieu thu san pham ngay cang c m rong. Ben canh o cuoc canh tranh tren th trng ngay cang gay gat va khoc liet hn, do vay doanh nghiep phai co nhng chien lc va muc tieu cu the e thch ng vi moi trng kinh doanh. S phat trien nh vu bao cua khoa hoc cong nghe cung tao ra nhieu c hoi cung nh khong t th thach cho doanh nghiep. Do o, doanh nghiep phai khong ngng oi mi, muon oi mi co hieu qua th can phai co chien lc cu the e thc hien. Chien lc kinh doanh ong thi cung la kim ch nam giup doanh nghiep ton tai va phat trien trong th trng canh tranh va luon bien oi nh hien nay. Do vay, kho co doanh nghiep nao ton tai va hoat ong tren th trng ma khong co chien lc kinh doanh, o la ly do ma cac doanh nghiep phai quan tam.

1.4 KHAI QUAT VE CHUYEN PHAT NHANH 1.4.1 Chuyen phat nhanh la g ? Chuyen phat nhanh hay giao nhan nhanh la viec thc hien mot, mot so hoac tat ca cac cong oan thu gom, chia chon, van chuyen va phat hang t ngi gi cho en tan tay ngi nhan vi yeu to nhanh ve thi gian va vi o tin cay cao nhat. 1.4.2 Cac nhan to anh hng en Chuyen phat nhanh Co nhieu nhan to tac ong trc tiep hay gian tiep en nganh chuyen phat nhanh, tac gia xin liet ke mot so cac nhan to tac ong chnh en nganh Chuyen phat nhanh nh sau: Thu nhap cua ngi dan Toc o phat trien cua nen kinh te trong nc va the gii S phat trien cua khoa hoc cong nghe Toan cau hoa, t do hoa va canh tranh Mc o quan tam cua chnh phu oi vi nganh Bu chnh Cac yeu cau va mong muon cua khach hang

CHNG II
PHAN TCH VA ANH GIA TNH HNH XAY DNG VA THC HIEN CHIEN LC CUA TONG AI LY CHUYEN PHAT NHANH FEDEX THI GIAN QUA

2.1 GII THIEU CHUNG VE TONG AI LY CPN FEDEX - TPHCM 2.1.1 Lch s hnh thanh va phat trien Tong ai ly CPN FedEx tai TP.HCM

FedEx en Viet Nam vao thang 4/1994 ngay sau khi My xoa bo lenh cam van Viet Nam, thong qua hp ong hp tac kinh doanh vi Bu ien Thanh Pho Ho Ch Minh vi ten goi la ai Ly Chuyen Phat Nhanh FedEx. So lng nhan s ban au 15 ngi, san lng bnh quan 10 goi/ngay. Khi mi thanh lap trc thuoc cong ty Bu Chnh - Phat hanh bao ch Bu ien TP Ho Ch Minh. Thang 08/1995, ai ly CPN FedEx tach khoi Cong ty Bu Chnh - Phat hanh bao ch, trc thuoc trc tiep Bu ien TP. Ho Ch Minh. Thang 12/2002 ai ly CPN FedEx c nang cap oi ten thanh Tong ai ly CPN FedEx Bu ien TP. Ho Ch Minh. Thang 01/2006 Tong ai ly Chuyen Phat Nhanh FedEx chnh thc trc thuoc Cong ty co phan chuyen phat nhanh Bu ien, tru s chnh at tai: so 02 xa Thanh Xuan, huyen T Liem, Thanh pho Ha Noi. Ve mang li hoat ong: Tong ai ly a m rong a ban hoat ong thong qua ky ket hp ong chuyen phat vi hn 20 Bu ien khap cac tnh thanh pha nam. Nam 1996 m rong viec chap nhan hang i cac tnh ong Nai, Vung Tau, Bnh Dng, Cu Chi, a Nang. Nam 1997 ky hp ong nhan hang tai Can Th, Nha Trang, a Lat.

Tru s chnh: 20 Bis Cong Hoa, Phng 12, Tan Bnh, TP.Ho Ch Minh Tel: 8119055 Fax: 8119050 1. Quay giao dch tai Bu ien Trung Tam Sai Gon So 01 Cong Xa Paris, Quan 1, TP.Ho Ch Minh. Tel: 8250806 2. Trung tam giao dch: 146 Pasteur, Quan 1, TP.Ho Ch Minh. Tel: 8290995, Fax: 8236841
2.1.2 Chc nang nhiem vu va quyen han cua Tong ai ly CPN FedEx

Chc nang: Tong ai Ly CPN FedEx la n v kinh te trc thuoc, hach toan phu thuoc Cong ty co phan chuyen phat nhanh Bu ien co cac chc nang nh sau: Nhan va phat hang hoa, tai lieu cua khach hang co nhu cau chuyen phat nhanh ngoai nc va ngc lai. Thc hien thu tuc xuat nhap khau hang hoa, tai lieu theo quy nh cua Nha nc, Cong ty co phan chuyen phat nhanh Bu ien va theo cong nghe cua tap oan FedEx. To chc he thong quan ly tai chnh ung quy nh cua Cong ty Co phan chuyen phat nhanh Bu ien. Tiep xuc vi khach hang e nam bat nhu cau, quang ba dch vu, phat trien th phan nham phat trien san xuat kinh doanh. Hp tac vi cac Bu ien Tnh, Thanh e khai thac dch vu chuyen phat nhanh FedEx tai a phng.

 Trao oi vi tap oan FedEx e ieu chnh chuyen mon nghiep vu phu hp vi luat phap Viet Nam va giai quyet cac phat sinh trong qua trnh san xuat kinh doanh. Quan ly xay dng n v khong ngng ln manh tren tat ca cac mat, cac phong trao nham thc hien hieu qua cao nhat cac muc tieu, nhiem vu ma Cong ty co phan Chuyen phat nhanh Bu ien giao. Nhiem vu va quyen han: Quan ly va ieu hanh nguon nhan, vat lc c Cong ty co phan CPN Bu ien giao e thc hien nhiem vu san xuat kinh doanh. Xay dng cac loai ke hoach theo hng dan cua Cong ty va chu ong trien khai to chc thc hien ke hoach a duyet at hieu qua cao nhat. To chc thc hien cong tac To chc can bo - Lao ong tien lng, Tai chnh, Ke toan theo che o chnh sach hien hanh va theo phan cap cua Cong ty. To chc cac phong trao thi ua trong n v nham ong vien sc manh tap the e hoan thanh nhiem vu chnh tr c giao. Van ong can bo Cong nhan vien tham gia thc hien chnh sach xa hoi vi thanh pho va tai a phng ni tru ong. c quan he trc tiep vi tap oan FedEx e trao oi ve van e chuyen mon nghiep vu nham muc ch phat trien san xuat kinh doanh. c quyen ky ket cac hp ong cung cap dch vu vi khach hang, vi cac Bu ien Tnh, Thanh e khai thac dch vu CPN FedEx tai a phng va cac hp ong mua sam trang thiet b theo phan cap cua Cong ty co phan CPN Bu ien.

 La n v chu s ch ao, ieu hanh cua Tong Giam oc Cong ty co phan CPN Bu ien. Thc hien nghiem tuc che o bao cao trong qua trnh thc hien nhiem vu c giao. Tong ieu Hanh Tong ai Ly CPN FedEx phai chu trach nhiem trc Tong Giam oc ve ket qua ieu hanh san xuat kinh doanh cua mnh. Tong ai ly FedEx co con dau rieng theo ten goi, c ang ky kinh doanh, c m tai khoan tai ngan hang, hoat ong theo quy nh tai Quy che to chc va hoat ong cua Tong ai Ly CPN FedEx tai Thanh pho Ho Ch Minh.
2.1.3 Ve c cau to chc, quan ly:

Tnh en thang 12/2008. Tong so CB-CNV la 131 ngi, trong o co 42 n va 89 nam, c phan chia thanh 2 khoi: Khoi san xuat ( 99 nhan s ) va khoi chc nang ( 32 nhan s ) Ve To chc:

HNH 2: S O TO CHC TONG AI LY FEDEX

TNG IU HNH

I GIAO NHN

I KHAI THC

PHNG DCH V KHCH HNG

PHNG TC - HC

PHNG TC - KT

PHNG KH - KD

T GIAO NHN

T GIAO NHN 2

T GIAO NHN 3

T KHAI THC XUT

T KHAI THC NHP

T KHCH HNG

T CHC LTL

HNH CHNH QUN TR

BP. K TAN TNG HP

BP. K TAN CNG N

K HOCH KINH DOANH

TIP TH BN HNG

QUY GIAO DCH 146 PASTEUR

GHIS 125 HAI B TRNG

QUY GIAO DCH 20BIS CNG HA

S O TO CHC TONG AI LY CPN FEDEX Trong o: Nam: 89 N: 42

Bang 2.1: LAO ONG TAI TONG AI LY CPN FEDEX TNH EN THANG 12/2008
Trnh o ai hoc & Sau ai hoc Cao ang Trung cap Pho thong trung hoc Tong so So lng ( ngi ) 64 3 10 54 131 C cau ( % ) 49 2,3 7,7 41 100

( Nguon: Phong To chc hanh chnh - Tong ai ly CPN FedEx ) anh gia: Qua bang 2.1. ve c cau nguon nhan lc tai n v, so lng CB-CNV co trnh o ai hoc va Sau ai hoc la 49 % la kha cao. Nhn chung, lng lao ong nay a ap ng tot yeu cau cong viec e ra, n v bo tr so lng lao ong co trnh o ai hoc va Sau ai hoc phu trach mang cong viec tai cac phong ban chc nang cua n v, rieng vi lng lao ong co trnh o t Pho thong trung hoc en cao ang n v bo tr lam viec tai cac khoi san xuat nh: oi giao nhan va oi khai thac hang nham s dung co hieu qua lng lao ong tren.
2.1.4 Ket qua hoat ong cua Tong ai ly CPN FedEx trong nhng nam qua:

Bang 2.2: Ket qua hoat ong CPN FedEx

Nam 2003 2004 2005 2006 2007 2008 San lng ( goi ) 247.681 284.398 315.065 354.862 386.878 407.594 Doanh thu ( trieu ong ) 19.512 23.981 26.599 32.740 37.429 39.428 Chi ph ( trieu ong ) 9.900 12.026 14.792 19.957 20.412 23.939 Li nhuan ( trieu ong ) 9.612 11.955 11.807 12.783 17.017 15.489 Toc o phat trien (%) // 122,90 110,92 123,09 114,32 105,34

( Nguon: Phong ke hoach kinh doanh - Tong ai ly CPN FedEx ) anh gia:

Qua bang ket qua hoat ong san xuat kinh doanh tai Tong ai ly chuyen phat nhanh Fedex ( 2003 2008 ) ta nhan thay Tong ai ly a khong ngng phat trien va ln manh la do cac yeu to: e m rong th phan dch vu Tong ai ly a thc hien ke hoach khuyen mai ve gia, thc hien chiet khau khi khach hang tham gia s dung dch vu, nh vay c nhieu khach hang tham gia. Doanh thu nam 2004 tang len 22,90 % so vi nam 2003 Nam 2005, thc hien ke hoach khuyen mai tang ve xem ca nhac, thu nhoi bong, moc khoav.v. cho khach hang khi s dung dch vu. doanh thu tang 10,92 % so vi nam 2005 la do Tong ai ly cha nam bat c s thch cua khach hang. Nam 2006 va nam 2007 thc hien ke hoach quang cao dch vu thong qua cac chng trnh quang ba thng hieu tren cac chng trnh ca nhac va hoat ong t thien ien hnh nh: Xay dng trng hoc Tnh Quang Nam a Nang, xay nha tnh ngha Tnh Ben Tre.v.v. Qua o thu hut c s quan tam cua khach hang, doanh thu tang nam 2006 tang 23,09 % so vi nam 2005, nam 2007 tang 14,23 % so vi nam 2006. Nam 2008, Tong ai ly thc hien ke hoach phat trien them san pham mi, dch vu van chuyen hang nang va qua kho, nen thu hut them c lng ln khach hang co nhu cau van chuyen hang qua kho. Tuy nhien doanh thu nam 2008 ch tang 5,34 % so vi nam 2007, do khung hoang kinh te the gii tac ong nen san lng va doanh thu tang khong ang ke so vi cac nam.

2.2 TNH HNH XAY DNG VA THC HIEN CHIEN LC TAI TONG AI LY CHUYEN PHAT NHANH FEDEX T NAM 2003 2008

Trong thi gian qua Tong ai Ly a thc hien nhieu ke hoach kinh doanh nham thu hut khach hang va gi vng th phan so vi oi thu canh tranh trong nganh chuyen phat nhanh.
2.2.1 Cac chien lc TL FedEx a thc hien t nam 2003 2008 2.2.1.1 Chien lc m rong th trng:

Nham m rong th phan dch vu, thi gian qua Tong ai ly FedEx thc hien ke hoach m rong th trng phuc vu giao nhan hang hoa chuyen phat nhanh en khap cac tnh thanh, co Khu che xuat va Khu cong nghiep toa lac bao gom: cac tnh Bnh Dng, ong Nai, Cu Chi, Tay Ninh va Vung Tau thc hien ong chuyen th trc tiep t cac tnh en Tong ai ly va ngc lai moi ngay 2 chuyen ( tra va toi ). nham thu hut them lng khach hang co nhu cau s dung dch vu. Qua o, m rong mang li va gii thieu dch vu chuyen phat nhanh th t va hang hoa en khach hang.( phu luc 5 va 6 )
BIEU O 2.1: SAN LNG PHAT VA NHAN HANG CAC TNH THC HIEN ONG CHUYEN TH TRC TIEP VI TL FedEx
40000 35000 30000 25000 20000 15000 10000 5000 0 2003 2004 2005 2006 2007 2008 Cu Chi Vu ng Ta u Bnh Dng Ta y Ninh o ng Nai

Nam

Nguon: Phong tai chnh ke toan Tong ai Ly CPN FedEx

Bieu o 2.1 giup ta nhan thay san lng phat va nhan hang tai cac tnh thc hien ong chuyen th trc tiep vi FedEx nhn chung eu tang. ac biet Bnh Dng va ong

Nai la hai a phng co san lng cao nhat. ieu o chng to FedEx a thc hien ke hoach ung an. Do vay, trong thi gian ti FedEx can ac biet quan tam va co chien lc phu hp e tang them san lng cac tnh tren
BIEU O 2.2: DOANH THU PHAT VA NHAN HANG CAC TNH THC HIEN ONG CHUYEN TH TRC TIEP VI TL FedEx
3,000,000 2,500,000 2,000,000 1,500,000 1,000,000 500,000 0 2003 2004 2005 2006 2007 2008 Cu Chi Vu ng Ta u Bnh Dng Ta y Ninh o ng Nai

Nam

Nguon: Phong TCKT Tong ai Ly CPN FedEx Bieu o 2.2 cho ta nhan xet: tnh hnh doanh thu phat va nhan hang nam tnh neu tren eu tang qua cac nam. Rieng tnh Vung Tau doanh thu nam 2008 co chieu i xuong, do o n v can nen tm hieu nguyen nhan ve s sut giam doanh thu e t o co ke hoach phu hp ap dung rieng cho th trng chuyen phat nhanh tai Vung Tau. oi vi bon tnh con lai, TL FedEx can tiep tuc duy tr va phat trien them th phan bon th trng tren. ac biet can chu trong en th trng Bnh Dng va ong Nai la hai th trng chiem doanh thu cao nhat.
2.2.1.2 Chien lc gia:

Nham m rong th phan dch vu so vi cac oi thu canh tranh. Tong ai ly a thc hien ke hoach khuyen mai ve gia thong qua viec giam gia khi khach hang tham gia s dung dch vu hoac chi phan tram hoa hong cho ngi moi gii khi gii thieu khach hang gi qua dch vu FedEx. Vi ke hoach nay Tong ai ly a thu hut c mot lng khach hang ln en vi dch vu.

MC GIAM GIA CHO KHACH HANG THAM GIA S DUNG DCH VU STT 1 2 3 4 5 6 CC PH GI HANG THANG/ USD 0 -> 400 401 -> 500 501 -> 800 801 -> 1200 1201 -> 1500 1501 -> 2000 MC GIAM GIA / % 0 10 20 30 40 45

Nguon: Phong Ke hoach kinh doanh TL FedEx Rieng oi vi lng khach hang vang lai khi en gi hang tai quay se c giam gia trc tiep moi Air Way Bill la 1 USD.
2.2.1.3 Chien lc nghien cu va phat trien san pham mi:

e thoa man nhu cau ngay cang cao cua khach hang va phat trien thng hieu Chuyen phat nhanh FedEx Viet Nam, Tong ai ly a nghien cu va phat trien them loai hnh cung cap dch vu mi nh: ASIA ONE dch vu nhan va phat th t, hang hoa t Viet Nam en cac nc Chau A trong vong 24 gi va dch vu van chuyen giao phat hang nang, hang qua kho co trong lng len en 1.000 kg hoac tong kch thc cua kien hang > 330 cm nham a dang hoa loai hnh dch vu va nang cao nang lc canh tranh so vi cac oi thu.
2.2.1.4 Chien lc chieu th va quang ba thng hieu:

e thuc ay va thu hut them khach hang s dung dch vu, Tong ai ly thc hien chien lc khuyen mai qua tang nh: ao ma, non, ong ho, thu nhoi bong cho khach hang khi tham gia s dung dch vu, ong thi quang ba thng hieu thong qua cac chng trnh tai tr ca nhac ung ho ong bao ngheo, xay dng nha tnh ngha, tnh thng to chc hoi ngh khach hang moi nam, tang qua cho khach hang quen thuoc vao cac dp le tet.

2.2.1.5 Chien lc phat trien nguon nhan lc: Tong ai ly luon cho rang viec gi, on nh va phat trien nguon nhan lc la yeu to quyet nh s thanh bai cua doanh nghiep, v the viec phat trien nguon nhan lc luon c tong ai ly quan tam hang au. Do o, ngoai viec ap dung cac chnh sach ai ngo danh cho ngi lao ong thong qua lng, thng, phuc li n v con thc hien cac chnh sach nh sau: Ho tr 100% hoc ph va tao ieu kien thuan li cho ngi lao ong tham gia hoc tap nang cao trnh o chuyen mon sau gi lam viec nham bo tuc them kien thc e hoan thanh tot cong viec. M lp boi dng nghiep vu giao nhan cho nhan vien giao nhan ben ngoai nham nang cao chat lng dch vu va han che sai sot loi nghiep vu. Bo tr va s dung co hieu qua nguon nhan lc a qua ao tao giup ngi lao ong phan au va gan bo dai lau vi n v.

TONG HP SO LNG CB-CNV C HOAN TRA HOC PH

NAM 2003 2004 2005 2006 2007 2008

Ghi chu: -

CHNG TRNH AO TAO Cao ang ai hoc 1 1 1 1 2 2 1

Cao ang cam ket lam viec tai n v 36 thang ai hoc cam ket lam viec tai n v 72 thang Sau ai hoc cam ket lam viec tai n v 120 thang

Sau ai hoc 1

Tong so 2 2 1 2 2 1

2.3 KET QUA THC HIEN CHIEN LC:

Trai qua 15 nam hoat ong kinh doanh Chuyen phat nhanh Tong ai ly FedEx a dan dan hoan thien ke hoach kinh doanh cua mnh, ke t khi mi thanh lap nam 1994 t mot ai ly chuyen phat nhanh nho be vi doanh thu hang nam rat thap cho en nay doanh thu hang nam la hang chuc ty ong, e at c ket qua tot ep nh vay, theo toi la do Tong ai ly a co nhng ke hoach phu hp. Qua 15 nam hoat ong Tong ai ly a co c cac ket qua nh sau: Ve chien lc phat trien: Tong ai ly FedEx a xay dng ke hoach kinh doanh cho tng nam cu the, t o lam muc tieu phan au. Trai qua 15 nam hoat ong cung la 15 nam Tong ai ly eu hoan thanh vt mc cac ke hoach va doanh thu do Tong cong ty giao. Thu nhap va i song cua Can bo, cong nhan vien ngay cang c cai thien. Ve chien lc th trng: Nhan thc ay la chien lc mang tnh song con. Do o, Tong ai ly a thc hien tot cac ke hoach phat trien va m rong th trng phuc vu Chuyen phat nhanh th t va hang hoa en cac tnh co khu cong nghiep va khu che xuat nham tm kiem khach hang va m rong mang li dch vu, ky hp ong giao nhan vi cac Bu ien trong ca nc trong viec giao nhan th t hang hoa cho FedEx. Cho en thang 12/2008 toan bo cac tnh, thanh pha Nam eu co dch vu giao nhan FedEx. Ve nhan s: Lc lng nhan s tai Tong ai ly FedEx gia tang qua cac nam cu the nh:

Nhan s tai Tong ai ly CPN FedEx

Nam 2003 2004 2005 2006 2007 2008 Nhan s ( ngi ) 86 102 110 118 129 131 Toc o tang ( % ) // 118,60 107,84 107,27 109,32 101,55

( Nguon: Phong To chc hanh chnh - Tong ai ly CPN FedEx ) Tong ai ly ngay cang hoan thien cong tac to chc, tao moi trng lam viec tot, giup cho ngi lao ong gan bo lau dai vi n v. Tuy a co nhng thay oi ang mng, tuy nhien Tong ai ly can tiep tuc oi mi va hoan thien tot moi trng lam viec hn na. Ve c s vat chat: C s vat chat tai n v ngay cang c m rong. Hien nay Tong ai ly a co tru s khang trang, vi oi xe chuyen dung giao nhan th bao gom 18 chiec, trong o co 4 chiec xe tai tren 2 tan va 14 chiec xe chuyen dung giao phat th bao phuc vu cho cong tac giao nhan moi ngay so vi khi mi thanh lap ch co 4 chiec. Trang b them 2 may soi chieu hai quan vi dien tch ln hn trc nham phuc vu tot hn trong viec thong quan hang hoa xuat va nhap tai FedEx, vi tnh hoa cac cong oan, day chuyen san xuat giup tang cao nang sc lao ong. Ve khach hang: Tong ai ly xac nh ro khach hang la ngi quyet nh s song con cua Tong ai ly. Do vay viec phat trien them khach hang luon c Tong ai ly quan tam.

Tong hp so lng khach hang s dung dch vu CPN FedEx

Nam 2003 2004 2005 2006 2007 2008 So lng ( khach hang ) 912 1018 1092 1189 1296 1364 Toc o tang ( % ) // 111,62 107,27 108,88 109 105,25

( Nguon: Phong ke hoach kinh doanh - Tong ai ly CPN FedEx ) e thu hut c lng khach hang tren la do FedEx luon nham en nhu cau cua khach hang, khong ngng nang cao chat lng dch vu, am bao thi gian toan trnh cua bu pham t khi nhan en khi phat tan tay khach hang, ay la yeu to ma khach hang tin tng va la chon s dung dch vu. 2.4 ANH GIA CHUNG VE TNH HNH XAY DNG VA THC HIEN CHIEN
LC THI GIAN QUA:

Qua nhieu nam hoat ong trong nganh chuyen phat nhanh quoc te. Theo toi, Tong ai Ly a at c nhng thanh tu va han che nh sau:
2.4.1 Nhng thanh tu at c:

Hoat ong san xuat kinh doanh chuyen phat nhanh th trng Viet Nam a khong ngng ln manh va phat trien FedEx ch xep hang sau dch vu chuyen phat nhanh DHL ve th phan do FedEx a co nhng ke hoach phat trien phu hp. San lng va doanh thu ai ly ph ngay cang gia tang, la do FedEx thc hien ke hoach ap dung cac tieu chuan chat lng ISO 9001 khong ngng nang cao chat lng trong toan he thong dch vu cua mnh, nh vay c nhieu khach hang biet en va s dung dch vu. Ke hoach phat trien mang li cung cap dch vu c m rong khap cac tnh thanh trong ca nc, nham tm kiem khach hang va cung cap dch vu

en tan tay khach hang a thu c ket qua khong ng, doanh thu tang trung bnh gan 14,78 % moi nam ( 2003 2008 ) .
2.4.2 Nhng han che:

Chnh sach ve gia con phu thuoc nhieu ve pha oi tac, bang gia cc con cao so vi cac oi thu canh tranh khac, ngoai ra bang gia cc cua FedEx qua chi tiet oi vi tng khu vc ( tnh vung sau, vung xa ) do o de dan en mat khach hang. Ke hoach khuyen mai qua tang cho khach hang khi tham gia s dung dch vu con qua n ieu, do Tong ai ly cha anh gia ung th hieu cua khach hang nen han che i phan nao toc o phat trien cua Tong ai ly trong thi gian qua. Viec ap dung ke hoach phat trien khach hang con mang nang quan iem nh tnh. KET LUAN: Viec thc hien cac ke hoach kinh doanh trong thi gian qua ch mang tnh ngan han va boc lo nhieu han che la do n v can c vao cac ch tieu ke hoach cua cong ty me giao hang nam. Da vao o n v len ke hoach e thc hien. Do vay cha phat huy het kha nang cua n v, n v cha that s quan tam ung mc en viec xay dng chien lc va hoach nh nhng chien lc lau dai cho rieng mnh. Do o trong thi gian ti n v can quan tam va au t ung mc cho viec hoach nh va xay dng cho rieng mnh nham oi pho vi th trng canh tranh gay gat nh hien nay. 2.5. PHAN TCH CAC YEU TO MOI TRNG 2.5.1 Moi trng ben ngoai
2.5.1.1 Moi trng v mo:

Yeu to kinh te:

Bang 2.3: Mc tang trng GDP ca nc va TP. HCM Nam Ca nc ( % ) TP. HCM ( % ) 2003 7,34 11,2 2004 7,69 11,7 2005 8,4 12,2 2006 8,17 12,2 2007 8,44 12,6 2008 6,18 10,7

( Nguon: Cuc thong ke) Kinh te Viet Nam trong nhng nam va qua co toc o phat trien rat ang ke. Toc o tang trng GDP hang nam eu tang bnh quan hn 7% qua cac nam. ac biet nam 2008 von au t trc tiep nc ngoai vao Viet Nam tang mc ky luc hn 64 ty USD, trong o TP. HCM la n v dan au trong ca nc ve thu hut nguon von au t FDI tai Viet Nam. Bang 2.4: Thu nhap bnh quan au ngi ca nc va TP. HCM Nam Ca nc ( USD ) TP. HCM ( USD ) 2003 489,9 1.675 2004 552,9 1.720 2005 637,3 2.000 2006 722 2.027 2007 833 2.180 2008 1.024 2.400

( Nguon: Cuc thong ke ) Ben canh toc o tang trng GDP hang nam, thu nhap hang nam cua ngi lao ong cung tang theo qua cac nam, chat lng cuoc song ngay cang c cai thien, nhu cau tieu dung ngay cang cao hn trc . Do o, khach hang ngay cang oi hoi cao hn ve chat lng dch vu, Neu FedEx khong ap ng c nhng nhu cau ma khach hang mong muon, ho se t bo dch vu ang s dung e chuyen sang s dung dch vu cua oi thu canh tranh. ay la ap lc rat ln oi vi FedEx trong viec gi vng khach hang, gi vng th trng. Yeu to chnh tr phap luat: Tnh hnh chnh tr nc ta rat on nh, Viet Nam la nc c coi la nc co nen chnh tr on nh nhat trong khu vc. Viet Nam cung a to chc thanh cong hoi ngh APEC, la chu tch hoi ong Bao an Lien Hiep Quoc ieu o cho thay v the cua Viet Nam tren chnh trng quoc te c xem trong.

ang va nha nc chu trng ay manh hoan thien he thong phap luat, tao ieu kien cho luat i vao cuoc song nhan dan. Tng bc xoa bo cac nganh oc quyen hien nay, khuyen khch cac thanh phan kinh te tham gia vao phat trien Bu chnh trong moi trng canh tranh cong bang va minh bach. Do vay ay cung la c hoi va cung la nguy c cho nganh Bu chnh, do c nha nc u ai trong thi gian dai nen khi mat the oc quyen se gap nhieu kho khan trong van e canh tranh gianh khach hang. V the Tong ai ly CPN FedEx cung se oi mat kho khan trong thi gian ti neu khong co nhng chien lc phu hp. Yeu to van hoa - xa hoi: Vi dien tch khoang 2093.7 km2, gom 24 quan huyen noi ngoai thanh vi dan so khoang 6,84 trieu ngi. TP. HCM la ni co trnh o dan tr cao nhat nc, va la khu vc tap trung nhieu tu iem vui chi giai tr, khu van hoa, trung tam mua sam, sieu th, do o nhu cau ve trao oi thong tin lien lac, th t hang hoa cao gia Viet Nam va the gii. ay cung la c hoi va cung la thach thc cho Tong ai ly CPN FedEx phat trien dch vu. Yeu to cong nghe va ky thuat: S phat trien nh vu bao cua cong nghe va ky thuat tien tien tren the gii a tac ong manh me en moi lnh vc san xuat kinh doanh va ac biet la nganh Bu chnh, cu the la dch vu chuyen phat nhanh quoc te th yeu to cong nghe va ky thuat th rat quan trong. au t cong nghe va ky thuat nh the nao e gia tang nang suat lao ong, nang cao chat lng dch vu rut ngan toi a thi gian van chuyen la ieu ma cac doanh nghiep chuyen phat nhanh eu quan tam e thu hut khach hang ve mnh. TL cung a au t rat nhieu ve thiet b cong nghe trong thi gian qua nham rut ngan thi gian giao phat so vi oi thu. Tuy nhien, do s tien bo cua khoa hoc, ngay cang co nhieu thiet b mi ra i co tnh u viet hn. Do o ay la c hoi va cung la thach thc oi vi TL FedEx.

 Yeu to t nhien: Thanh pho Ho Ch Minh c xem la trung tam kinh te, chnh tri, van hoa, xa hoi cua ca nc. Nam trong vung kinh te trong iem pha nam tiep giap ong Nai, Bnh Dng va Vung Tau, la ni co hoat ong kinh te nang ong nhat nc, ni co nhieu c hoi e cac nha doanh nghiep au t hoat ong va phat trien. Ben canh o TP. HCM la ni thuan li ve giao thong hang khong, ng thuy va ng bo, la ni giao lu hang hoa gia cac tnh cung nh cac nc trong khu vc va tren the gii. Do o ay la c hoi tot e Tong ai ly Chuyen phat nhanh FedEx ton tai va phat trien. 2.5.1.2 Moi trng vi mo: oi thu canh tranh hien tai: Do nhu cau chuyen phat nhanh tai lieu, hang hoa trong giao dch, gia Viet Nam va cac nc tren the gii khong ngng tang len, nhieu cong ty va tap oan chuyen phat nhanh quoc te a en Viet Nam t rat sm e tm kiem oi tac hp tac cung cap dch vu. Hien co tren 20 cong ty chuyen phat nhanh quoc te vi quy mo va tiem lc rat manh, vi kinh nghiem lau nam va ky thuat cong nghe hien ai tien tien ang hoat ong trong nganh chuyen phat nhanh tai Viet Nam. oi thu canh tranh cua FedEx la nhng cong ty chuyen phat nhanh quoc te trong nganh nh: DHL, TNT, UPS Cong ty DHL World express: DHL la mot trong bon cong ty chuyen phat nhanh quoc te bang ng hang khong ln nhat the gii hien nay va la cong ty co mat au tien tai Viet Nam vao nam 1991. La nha tien phong trong viec ng dung nhng cong nghe tien tien nhat, DHL cung a au t vao cong nghe thong tin, khuyen khch viec tang cng ng dung cac k thuat e ap ng nhu cau cua moi a phng, vi hoat ong m rong en 224 quoc gia, DHL co kha nang cung cap dch vu chuyen phat nhanh en cac doanh nghiep quoc te vi chat lng tuyet hao.

Hien nay chien lc kinh doanh cua cong ty nay la m nhieu tram kinh doanh tao au moi giao nhan lien thong gia noi ngoai thanh va cac tnh e thu gom san lng a ve tru s chnh tai quan Tan Bnh khai thac. Tai nga ba Vung Tau vung kinh te mien ong Nam Bo co mot tram khai thac ln ong hang ngay e chuyen thang ra san bay. Lc lng tiep th het sc nhay ben, linh hoat. au nam 2006 DHL lien doanh vi VNPT tr thanh cong ty Lien doanh au tien tai Viet Nam ve lnh vc chuyen phat nhanh quoc te. Thang 7/2006 DHL a may bay van chuyen hang hoa Boeing vi trong tai 22 tan vao khai thac tai th trng Viet Nam Cong ty UPS ( United Parcel Service ): UPS la cong ty chuyen phat nhanh cua My co tieng tren the gii. Hoat ong tai Viet Nam t 1994, UPS co toc o tang trng nhanh ca hai chieu i va en. Hien tai Tong ai ly UPS trc thuoc Cong ty co phan CPN Bu ien. Vi chnh sach giam gia cc linh hoat cho khach hang quen thuoc 30% en 40%, nhan vien tiep th t quyet nh linh hoat t le giam cc cho khach hang nhng phai khong che trong khoang 35% cho toan doanh thu khu vc phu trach. Rieng khach hang gi tren 300kg/lan gi cung co the giam cc en 35%. Cong ty TNT: TNT la cong ty chuyen phat nhanh trong nc va quoc te cung cap ay u dch vu chuyen phat nhanh tai Viet Nam. Nam 1990, ky ket hp ong ai ly vi Vietrans va anh dau s co mat cua mnh tai Viet Nam. Tru s chnh cua cong ty at tai Ha Noi, va cac chi nhanh tai TP. HCM va cac tnh. TNT tr thanh cong ty kho van va chuyen phat nhanh au tien c nhan chng ch ISO 9002. Hien nay TNT manh ve chien lc gia, co the ha gia tng ng gia dch vu EMS quoc te oi vi mot so khach hang ln. M rong th trng noi a, xe giao nhan TNT vao tng a phng phuc vu khong thong qua mang li Bu ien Tnh.

Thu tuc Hai quan tai cho, nhanh gon, bo phan tiep th co chnh sach thong thoang, ban hang co hoa hong cho khach. Bang 2.5: Quy Mo Hoat ong Cac Cong Ty CPN Quoc Te Tai TP. HCM
MUC Nhan vien (ngi) Xe chuyen dung (chiec) Mo to (chiec) u the van chuyen hang hoa bang may bay rieng Nc phuc vu (quoc gia) DHL 198 31 82 Boeing B727 22 tan 224 FedEx 131 18 45 Airbus A310 30 tan 223 TNT 86 17 39 Cha co 225 UPS 56 11 30 Cha co 204

( Nguon: Tong hp t nhieu nguon ) Bieu o 2.3: Th phan cung cap dch vu CPN quoc te tai TP. HCM

( Nguon: Phong ke hoach kinh doanh - Tong ai ly CPN FedEx nam 2007 ) Qua phan tch cac oi thu canh tranh hien tai va th phan cung cap dch vu, ta de dang nhan thay oi thu canh tranh chnh hien nay cua dch vu chuyen phat nhanh FedEx la DHL. Tuy nhien theo toi, n v khong nen chu quan vi TNT v hien nay TNT co chien lc m rong mang li khap cac tnh, thanh va a tien hanh chap nhan hang

gi chuyen phat nhanh trong nc. ay la oi thu ang gm oi vi TL FedEx trong tng lai khong xa. oi thu mi tiem an: Th trng chuyen phat nhanh la th trng hap dan, do mc sinh li cao nen so lng oi thu tiem an tham gia vao th trng nay rat kho oan va cha lo dien. Hien nay, chia se th trng chuyen phat nhanh quoc te con co cac cong ty giao nhan kho van, cac cong ty t nhan, cac hang hang khong, cac cong ty hien tai a co thng hieu, danh tieng kinh nghiem, uy tn, chat lng cao trong nganh chuyen phat nhanh. Nhng khach hang ( ngi mua ): Tren th trng chuyen phat nhanh hien nay, tnh hnh canh tranh ngay cang quyet liet, khach hang cang co nhieu s la chon, oi hoi chat lng dch vu cang cao, gia cc cang thap i kem vi dch vu hau mai tot. ieu nay khien cho chi ph cua cac oi thu canh tranh tang them va tao nguy c canh tranh ve gia cc. Tuy nhien, s tn nhiem cua khach hang cung co the la tai san co gia tr nhat ma bat c doanh nghiep nao cung co gang phai at c thong qua s thoa man tot hn nhu cau cua khach hang so vi oi thu. Nhng nha cung cap: Hien nay, FedEx tai Viet Nam a co may bay rieng e van chuyen hang hoa nen khong phu thuoc nhieu vao cac hang hang khong, tuy nhien vao ngay th bay hang tuan van s dung Viet Nam Airline xuat chuyen SQ173 luc 14h00. V vay cung t nhieu b anh hng, nhng lo hang nang hoac nhng lo hang co kch thc qua kho eu khong xuat c phai e lai xuat theo chuyen bay rieng Fedex, do o lam anh hng en thi gian phat hang tai nc en. Ben canh o nha cung cap mang hien nay la VNN trc thuoc Bo Thong tin truyen thong. Ha tang mang la mot phng tien trong yeu am bao s trao oi thong tin trong viec truyen so lieu e nh v goi hang

tren toan cau, khi mang b truc trac th moi viec lap tc b ngng tre lam anh hng en chat lng dch vu. Ma tran anh gia cac yeu to ben ngoai EFE Ma tran anh gia cac yeu to ben ngoai giup cho nha quan tr anh gia c nhng yeu to chnh ben ngoai tac ong en hoat ong san xuat kinh doanh cua doanh nghiep.
Mc STT Cac yeu to ben ngoai quan trong 1 2 3 4 5 6 7 8 9 10 Nen kinh te on nh va phat trien V tr a ly thuan li Thu nhap bnh quan au ngi tang qua cac nam c s quan tam cua nha nc ve nganh Bu chnh Canh tranh gay gat cua cac oi thu trong nganh S phat trien Khoa hoc Ky thuat tren the gii Nhu cau s dung dch vu CPN ngay cang cao Viec Viet Nam gia nhap vao to chc thng mai the gii WTO Viec thc hien thong quan ien t tai TL Fedex Thng hieu manh c khach hang khap ni tren the gii biet en 0.1 0.05 0.05 0.05 0.2 0.1 0.15 0.05 0.1 0.15 1 Phan loai 2 3 3 3 2 2 4 2 4 4 So iem quan trong 0.2 0.15 0.15 0.15 0.4 0.2 0.6 0.1 0.4 0.6 2.95

Tong cong
Nhan xet:

So iem quan trong tong cong la 2.95 cao hn mc trung bnh la 2.5. Cho thay kha nang phan ng cua Tong ai ly FedEx trc cac moi e doa va c hoi ben ngoai la kha tot. Cac ke hoach kinh doanh hien tai giup cong ty phan ng tch cc vi nhieu c hoi do moi trng ben ngoai mang lai. 2.5.2 Moi trng ben trong
2.5.2.1 Ve nguon nhan lc:

Tong so CB - CNV hien ang cong tac tai Tong ai ly FedEx la 131 ngi, trong o t le ai hoc va Sau ai hoc chiem 49 % trong tong so can bo, cong nhan vien hien co tai n v. Ke en lc lng lao ong co o tuoi t 22 tuoi en 40 tuoi chiem 82,9 % va 40 en 50 tuoi chiem 17,1 %. Do c cau lc lng lao ong tre co trnh o tai n v chiem kha cao nen kha nang nam bat cong viec va ng dung ky thuat cong nghe vao san xuat rat nhanh. Tuy nhien, hien nay c cau to chc van con mot so bat cap nh: Khoi chc nang va khoi san xuat tai n v cha tm ra c tieng noi chung va thng xuyen xay ra bat ong trong cong viec. Ke en, viec sap xep va bo tr nhan lc tai n v cha that hp ly, do CB CNV cha c bo tr cong viec ung s trng, s oan nen dan en chan nan, mat sc chien au. Do o a lam han che i kha nang phat trien cua nhan vien, mot so can bo quan ly cap trung co nang lc a sang au quan cho cac oi thu canh tranh cua cong ty va cac cong ty khac khi c mi goi vi moi trng lam viec tot va nhieu c hoi thang tien. Do vay, Tong ai ly can hoan thien moi trng lam viec e han che tnh trang tren.
2.5.2.2 Ve hoat ong Marketing

Hoat ong Marketing tai n v a co nhng bc tien ro ret trong viec quang ba thng hieu Fedex en khach hang, trong viec m rong mang li dch vu en khap cac tnh thanh trong ca nc thong qua cac chng trnh khuyen mai, chien dch tuyen truyen dch vu nh: qua cac hoat ong tai tr, quang cao, thc hien cham lo cho ngi ngheo vung sau, vung xa, xay dng trng hoc cho cac emv.v. Tuy nhien cung con mot so han che nh sau can phai ieu chnh:

 Mot vai ke hoach khuyen mai nham m rong th trng cha phu hp vi ieu kien thc te tai th trng Viet Nam, cac san pham khuyen mai khong thc te, cha thu hut c nhieu khach hang tham gia. oi ngu tiep th cha c boi dng kien thc chuyen sau ve Marketing ch lam viec theo kinh nghiem nen tnh chuyen nghiep cha cao. 2.5.2.3 Ve nghien cu va phat trien th trng Tong ai ly a trien khai co hieu qua viec ky ket hp ong giao nhan vi Bu ien cac tnh, cho en nay, hau het cac tnh thanh pha nam eu co dch vu chuyen phat nhanh FedEx. Qua thi gian thc hien ky hp ong dch vu vi mang li Bu ien cac tnh nhn chung eu hoat ong tot. Rieng cac tnh Bnh Dng, ong Nai, Cu Chi va Vung Tau, toi nhan thay rang nhan vien giao nhan hang FedEx tai cac khu vc tren cua Bu ien cac tnh con mang nang t tng nganh Bu ien con mang tnh oc quyen, thai o lam viec cha that s nghiem tuc khi tiep xuc vi khach hang, do cha nhan thc c th trng canh tranh gay gat nh hien nay, do vay lam anh hng en uy tn va thng hieu FedEx.
2.5.2.4 Ve quan ly chat lng dch vu

Chat lng la yeu to au tien quyet nh s ton tai cua doanh nghiep. oi vi dch vu chuyen phat nhanh quoc te ieu nay con quan trong hn v ay la dch vu ap ng nhu cau khan cap cho khach hang, khach hang chap nhan bo ra khoan chi ph ln e thc hien nhu cau khan cap cua mnh. e at c thanh cong va phat trien nh hom nay la nh FedEx luon chu trong quan tam en chat lng dch vu, bao am thi gian giao phat toan trnh cua bu pham va san sang hoan lai cc ph cho khach hang neu thi gian giao phat b cham so vi ke hoach. Tong ai ly thc hien viec o lng chat lng theo tien trnh cong viec bao gom 10 ch tieu nh sau:

STT 1 2 3 4 5 6 7 8 9 10

Cac ch tieu T le hang hoan tat thu tuc Hai quan trong ngay T le hang lu kho qua 3 ngay T le hang lu kho qua 1 ngay T le phat hang va tai lieu buoi sang T le hang hoa va tai lieu khong phat c T le Fax chng t hang xuat % hang va tai lieu Asia One phat trong buoi sang % bao b FedEx c cung cap cho khach ngay trong ngay T le nhan hang trong vong 1 gi T le nhan hang trc gi ong ca Nguon : Bo phan nghiep vu TL FedEx

% yeu cau 50.55 12.13 20.96 70.60 0.72 100 90 95 39.13 99.70

Cac ch tieu o lng chat lng nghiep vu CPN FedEx c bo phan quan ly nghiep vu kiem tra chat che hang tuan, thang va quy. e t o co bien phap chan chnh va khac phuc 2.5.2.5 Ve chi ph hoat ong Chi ph la yeu to khong kem phan quan trong quyet nh s thanh cong cua doanh nghiep, neu doanh nghiep co quy trnh quan ly tot, hp ly hoa san xuat, au t trang b cong nghe hien ai, co che o kiem soat chi ph chat che se gop phan giam chi ph, t o tang li nhuan, tang kha nang canh tranh trc oi thu. Do o van e kiem soat chi ph hoat ong san xuat kinh doanh c quan tam hang au, Tong ai ly FedEx cung khong nam ngoai trng hp tren. n v a vi tnh hoa cac day chuyen san xuat, trang b may moc hien ai trong quy trnh nham giam toi a so lng lao ong trc tiep, gia tang nang suat lao ong nham giam chi ph.

Ma tran anh gia cac yeu to ben trong IFE Phan tch ma tran cac yeu to ben trong IFE giup nha quan tr anh gia c nhng yeu to ben trong cua doanh nghiep, qua o co ke hoach hoan thien va e ra ke hoach, chien lc cho phu hp vi tnh hnh cu the cua doanh nghiep.
STT Cac yeu to ben trong Chat lng dch vu c quan ly theo tieu chuan ISO 9001 Trang thiet b cong nghe hien ai Li the ve van chuyen hang hoa bang may bay rieng oi ngu nhan vien tre, nang ong co trnh o Hoat ong markerting con yeu, cha sau sat th trng Mang li giao nhan rong khap cac tnh, thanh Chi ph hoat ong c kiem soat chat che Th phan dch vu tng oi cao C s vat chat, khang trang Chnh sach ong vien, khen thng Mc quan trong 0.15 0.15 0.1 Phan loai 4 3 3 So iem quan trong 0.6 0.45 0.3

1 2 3

0.1

0.3

0.05

0.05

6 7 8 9 10

0.1 0.1 0.1 0.1 0.05 1

2 2 3 3 1

0.2 0.2 0.3 0.3 0.05 2.75

Tong cong
Nhan xet:

Ket qua cho thay tong so iem quan trong tong cong la 2.75 tren trung bnh la 0.25 ieu nay cho thay yeu to noi bo cua Tong ai ly FedEx la rat kha, vi mc iem

chat lng dch vu la cao nhat, ke en la trang thiet b. Tuy nhien Tong ai ly FedEx can quan tam en chnh sach ong vien, khen thng va khuyen khch nhan vien lam viec ben canh o tang cng hoat ong cong tac Markerting trong thi gian ti. Ma tran hnh anh canh tranh
Mc STT FEDEX iem Hang quan trong 3 3 1 3 4 2 1 0.6 0.45 0.05 0.45 0.6 0.1 0.05 3 4 3 3 3 2 3 Hang DHL iem quan trong 0.6 0.6 0.15 0.45 0.45 0.1 0.15 2 2 2 2 3 3 3 Hang TNT iem quan trong 0.4 0.3 0.1 0.3 0.45 0.15 0.15

Cac yeu to thanh cong

o quan trong

1 2 3 4 5 6 7

Q ly chat lng nghiep vu u the van chuyen hang hoa bang may bay rieng Hoat ong Markerting Uy tn thng hieu Thc hien quy trnh thong quan ien t Mang li giao nhan Chnh sach khen thng, ong vien Nhan lc co trnh o, tre nang ong Ve gia Ve c s vat chat Tong cong

0.2 0.15 0.05 0.15 0.15 0.05 0.05

8 9 10

0.1 0.05 0.05

2 2 3

0.2 0.1 0.15 2.75

2 2 2

0.2 0.1 0.1 2.9

3 3 4

0.3 0.15 0.2 2.5

Nhan xet: Qua phan tch ma tran hnh anh canh tranh cho ta thay, oi thu canh tranh manh nhat cua FedEx hien nay la DHL at 2.9 iem, ke en la TNT at 2.5 iem. Do o, nh hng chien lc phat trien cua Fedex trong thi gian ti la hoan thien va khac phuc nhng mat yeu hien nay cua mnh, ong thi duy tr nhng iem manh ma cac

oi thu canh tranh con yeu hn so vi FedEx e nang cao nang lc canh tranh cua mnh trc cac oi thu. D bao th trng cua nganh chuyen phat nhanh Theo d bao, trong thi gian ti nhu cau ve s dung dch vu chuyen phat nhanh th t va hang hoa t Viet Nam en cac nc, quoc gia trong khu vc va tren the gii se khong ngng phat trien ln manh, do moi trng au t kinh doanh tai Viet Nam a phat trien rat nhanh so vi cac nc trong khu vc. Sap ti Viet Nam tiep tuc la mot th trng chien lc giau tiem nang trong khu vc. Viec Viet Nam a gia nhap vao to chc thng mai the gii WTO cang m ra cho Viet Nam co nhieu c hoi tang cng giao lu thng mai vi khu vc va cac quoc gia tren the gii ( Phu luc 5).
2.6 PHAN TCH CHUOI GIA TR TONG AI LY CPN FEDEX

Hnh 2.2: S o ve chuoi gia tr cua Tong ai ly CPN FedEx

C s ha tang Quan tr nguon nhan lc Phat trien cong nghe Cung ng

Cac hoat ong ho tr Hau can noi bo

Gia tr gia tang

San xuat

Hau can ben ngoai

Maketing va ban hang

Cung cap dch vu

Gia tr gia tang

Nhng hoat ong chnh

* Nhom cac hoat ong chnh:

Bao gom tat ca cac hoat ong tao ra san pham vi chat lng cao, Makerting va cac dch vu trc va sau khi ban hang. Cac hoat ong bao gom: Marketing va ban hang: Hoat ong marketing nham quang ba thng hieu en khach hang a thu c nhng thanh cong ang ke, mang li dch vu c m rong en khap cac tnh thanh trong ca nc, nham cung cap dch

vu en tan tay khach hang. Tuy nhien, mot vai chien lc khuyen mai nham m rong th trng cha phat huy het tac dung nen cha thu hut c nhieu khach hang tham gia. Cung cap dch vu: Vi tieu chuan chat lng c quan ly theo tieu chuan ISO 9001. FedEx a tao c long tin khach hang ve chat lng. am bao thi gian giao phat toan trnh Bu pham, bu kien nhanh chong va an toan nhat. Cam ket san sang hoan lai cc ph cho khach hang neu thi gian giao phat cham hn so vi ke hoach. Hau can noi bo: Hoat ong san xuat kinh doanh cua n v a khong ngng ln manh. e at c hieu qua hn na can kiem tra chat che viec cung cap bao b cho khach hang. Hien nay viec cap phat bao b con ang khiem khuyet Hau can ben ngoai: Cong tac giao nhan hang hoa c quan tam va kiem soat chat che, am bao viec giao nhan bu pham, bu kien tai a ch khach hang c ay u, ung thi gian cam ket. Ben canh o, n v can xem xet va nh mc lai viec cap phat xang dau nham han che tieu cc va giam cac chi ph khong can thiet. San xuat: Quy trnh san xuat khong ngng c cai thien, n v a thc hien thanh cong quy trnh thong quan ien t, giam thieu toi a thi gian hang hoa phai lu kho, nham nang cao ch tieu chat lng.

* Nhom cac hoat ong ho tr:

ay la nhng hoat ong tuy khong trc tiep va ong vai tro chnh trong viec tao ra gia tr danh cho khach hang nhng lai co y ngha tr giup cho tat ca cac hoat ong chu chot noi tren va thieu chung th khong the tien hanh cac hoat ong chu chot c. C s ha tang cua cong ty: Theo d bao cua VPD tap oan FedEx, nhu cau s dung dch vu trong thi gian ti se khong ngng gia tang khi Viet Nam a gia nhap WTO. Thang 9/2008 tap oan CPN FedEx a au t

nang cap may bay van chuyen e ap ng nhu cau chuyen phat nhanh cua khach hang. n v can khan trng au t, thue mn mat bang rong rai e khai thac tot lng hang xuat nhap khau. Quan tr nguon nhan lc: Nhan thc c nguon nhan lc la yeu to quyet nh s song con cua doanh nghiep trong hien tai va tng lai. Do vay, n v a co nhng chien lc thu hut va duy tr nguon nhan lc nham ap ng yeu cau ngay cang cao cua cong viec, thong qua cac chng trnh boi dng nghiep vu, ho tr hoc ph cho nhan vien hoc tap nang cao trnh o sau gi lam viec Phat trien cong nghe: Nang cap au t oi mi cong nghe luon c cac doanh nghiep quan tam, Tong ai ly FedEx cung khong nam ngoai trng hp tren. n v cung a au t vi tnh hoa cac cong oan trong qua trnh san xuat, nham rut ngan thi gian toan trnh cua bu pham, bu kien. Cung ng: Cac nguyen vat lieu, vat dung ho tr cho qua trnh san xuat cua n v cung c kiem soat chat che, s dung ung cho cong viec.

CHNG III XAY DNG CHIEN LC KINH DOANH TAI TONG AI LY CHUYEN PHAT NHANH FEDEX EN NAM 2015

3.1 QUAN IEM XAY DNG CHIEN LC: Quan iem xay dng chien lc t nay en nam 2015 c can c vao:
3.1.1 nh hng cua ang va nha nc ve phat trien:

Can c quyet nh so 158/2001/Q -TTg va quyet nh so 236/2005/ Q -TTg c thu tng phe duyet ve chien lc phat trien nganh Bu chnh Viet Nam en nam 2010 va nh hng en nam 2020 la: Nganh Bu chnh phai la mot nganh mui nhon, phat trien manh hn na, cap nhat thng xuyen cong nghe va ky thuat tien tien, hien ai phat trien i oi vi quan ly va khai thac co hieu qua nham phat trien kinh te xa hoi va nang cao dan tr. Phat huy moi nguon lc cua at nc, tao ieu kien cho tat ca cac thanh phan kinh te tham gia phat trien Bu chnh trong moi trng canh tranh cong bang, minh bach. Phat trien nhanh, chiem lnh va ng vng th trng trong nc, ong thi chu ong vn ra th trng quoc te. Phat trien Bu chnh theo hng nang cao chat lng dch vu, ket hp cung cap dch vu cong ch vi cac dch vu thng mai, a dang hoa cac loai hnh dch vu nham chuyen oi Bu Chnh tr thanh nganh hoat ong oc lap co hieu qua. Chu ong hoi nhap vao kinh te quoc te, phat trien i oi vi am bao an ninh, an toan thong tin gop phan bao ve vng chac to quoc Viet Nam Xa Hoi Chu Ngha.
3.1.2 Phng hng cua Tong ai Ly CPN FedEx:

 M rong th trng nham tang th phan dch vu chuyen phat nhanh quoc te th t va hang hoa t TP. HCM en cac tnh lan can co khu cong nghiep va khu che xuat do nhan vien FedEx am nhan Khong ngng nang cao chat lng dch vu, am bao thi gian giao nhan toan trnh theo phng cham nhanh chong, chnh xac, an toan, tien li va van minh. ao tao va boi dng nguon nhan lc co chuyen mon lanh nghe, co trnh o, co pham chat tot lam chu cong nghe, ky thuat hien ai tren the gii. at hieu qua cao trong san xuat kinh doanh, hoan thanh tot cac ch tieu doanh thu do Tong cong ty Co Phan CPN Bu ien giao. 3.2 MUC TIEU NHAM PHAT TRIEN TONG AI LY CPN FEDEX NAM 2015
3.2.1 Muc tieu dai han en nam 2015

EN

Duy tr uy tn va thng hieu chuyen phat nhanh FedEx noi tieng trong nganh cong nghiep chuyen phat nhanh quoc te lam li the e bo phan tiep th va ban hang tiep can va chao ban dch vu en vi khach hang. Nang cao va phat trien rong mang li giao nhan, oi mi trang thiet b cong nghe hien ai tren the gii nham ap ng nhu cau ngay cang cao cua khach hang trong viec nh v hang hoa chieu i va chieu en mot cach chnh xac va nhanh chong. am bao thoa man nhu cau chuyen phat nhanh quoc te ve: cam ket thi gian giao phat ung theo lch trnh, thong bao va cap nhat kp thi thong tin bao phat cho khach hang.
3.2.2 Muc tieu cu the

Can c vao d bao va chien lc au t phat trien th trng cua tap oan chuyen phat nhanh FedEx tai Viet Nam. TL FedEx at muc tieu cu the ve san lng, doanh thu va li nhuan nh sau:

Bang 3.1: nh hng phan au doanh thu hang nam t 2009 2015

Nam

San lng chieu i va chieu en ( goi )

Doanh thu (Trieu ong )

Chi ph ( trieu ong )

Li nhuan
( trieu ong )

2009 2010 2011 2012 2013 2014 2015

414.324 443.327 487.659 541.301 608.963 694.218 791.408

40.349 43.173 47.490 52.714 59.303 67.605 77.069

25.136 26.644 28.775 31.364 34.500 41.400 45.540

15.213 16.529 18.715 21.350 24.803 26.205 31.529

3.3 S DUNG CONG CU MA TRAN SWOT E XAY DNG VA LA CHON CHIEN LC CHO CONG TY EN NAM 2015. 3.3.1 xay dng chien lc thong qua ma tran SWOT

Qua qua trnh phan tch moi trng ben trong va moi trng ben ngoai cua Tong ai ly FedEx, ta co the xay dng ma tran SWOT cua TL FedEx nh sau:

Cac c hoi ( O ):

e doa ( T ):

1. Nen kinh te Viet Nam 1. oi thu canh tranh ang tren a phat trien. trong nganh ngay cang

SWOT

2. Nhu cau s dung dch gay gat. vu ngay cang cao. 2. Phap luat con ton tai

3. Gia nhap vao to chc bat cap, cha hoan chnh WTO, ay la ieu kien 3. Chi ph tang do th

tot e dch vu chuyen trng gia ca tang cao,

phat nhanh phat trien .

dan en li nhuan giam.

4. c s quan tam, u 4. Viec au t cua tap ai cua nha nc oi vi oan Chuyen phat nhanh s phat trien nganh Bu FedEx con de dat. chnh. 5. Nhu cau ve chat

5. Tnh hnh chnh tr on lng dch vu ngay cang nh, chnh sach m ca cao kinh te ngay cang co 6. Nhan thc cua khach hieu qua. iem manh ( S ): Ket hp S/O: hang ve dch vu thap Ket hp S/T: 1. S2,S3,S4 T3,T5: Chien lc khac biet hoa san +

1. La tap oan chuyen phat 1. S1,S2,S3,S4,S5, + O1, nhanh toan cau, co mang li O2,O3,O4: rong khap trong va ngoai nc, co uy tn va kinh nghiem lau nam trong nganh CPN Chien lc tham nhap va phat

trien th trng.

pham dch vu. 2. S2,S4 + T1,T5:

2. u the ve van chuyen hang 2. S2,S3,S4 + O2,O4: hoa bang may bay rieng. 3. Uy tn va thng hieu Chien dang lc hoa a loai

Chien lc duy tr va nang cao chat lng dch vu

FedEx c s tn nhiem cua khach hang. 4. Li the tieu chuan chat lng ISO 9001 tao c s tin tng khach hang. 5. Phong cach phuc vu chu ao, tan tnh & linh ong. iem yeu ( W ):

hnh dch vu.

Ket hp W/O:

Ket hp W/T: 1. W1 + T1,T3: Chien lc canh tranh ve gia.

1. Chnh sach ve gia cha phu 1. W2 + O2,O4: hp vi tnh hnh hien nay 2. Hoat ong Marketing con Chien lc m rong mang li

yeu.

Giao nhan. 2. W2,W3,W4 + T1: Chien lc tai

3. Bo phan ke hoach cha chu 2. W2,W3,W4 + O2 ong xay dng ke hoach kinh doanh qua nghien cu thc te th trng 4. Chnh sach ong vien, khen thng cha phat huy tac dung. Chien lc tang cng, quang cao va khuyen mai.

cau truc lai c cau ao tao nhan vien co tay nghe, chuyen mon cao e oi pho co hieu qua vi oi thu canh tranh.

( Nguon: Tong hp t nhieu nguon ) Da vao viec phan tch tren, Tong ai ly FedEx co the xay dng chien lc kinh doanh cua mnh can c theo s ket hp gia S/O, S/T, W/O, W/T.
3.3.2 La chon chien lc thong qua ma tran QSPM

Ma tran QSPM cua Tong ai lyCPN FedEx theo nhom S/O

Chien lc co the thay the a dang Ghi Phan ho a loai chu pha t trie n loai th trng hnh dch vu

Cac yeu to quan trong

AS

TAS AS TAS 16 6 9 9 2 8 8 12 9 1 8 12 9 12 6 6 12 8 16 12 181 3 2 3 3 2 3 4 4 4 1 4 3 3 4 4 3 3 4 3 3 12 6 9 9 2 6 8 12 12 1 8 9 9 12 8 6 12 8 12 12 173

A. Cac yeu to ben trong

1. Chat lng dch vu quan ly theo ISO 9001 2. Trang thiet b cong nghe hien ai 3. Li the ve van chuyen hang bang may bay rieng 4. oi ngu nhan vien tre, nang ong co trnh o 5. Hoat ong Markerting yeu, cha sau sat th trng 6. Mang li giao nhan rong khap cac tnh, thanh 7. Chi ph hoat ong c kiem soat chat che 8. Th phan dch vu tng oi cao 9. C s vat chat, khang trang 10. Chnh sach ong vien 4 3 3 3 1 2 2 3 3 1 2 3 3 3 2 2 4 2 4 4 4 2 3 3 2 4 4 4 3 1 4 4 3 4 3 3 3 4 4 3

B. Cac yeu to ben ngoai

1. Nen kinh te on nh va phat trien 2. V tr a ly thuan li 3.Thu nhap bnh quan au ngi tang qua cac nam 4. c s quan tam cua nha nc ve phat trien nganh Bu chnh 5. Canh tranh gay gat cua cac oi thu trong nganh 6. S phat trien Khoa hoc Ky thuat tren the gii 7. Nhu cau s dung dch vu CPN ngay cang cao 8. Viec Viet Nam gia nhap vao WTO 9. Viec thc hien thong quan ien t tai TL FedEx 10. Thng hieu manh c khach hang khap ni tren the gii biet en

Tong cong

Nguon: Tong hp t nhieu nguon

Ma tran QSPM cua Tong ai lyCPN FedEx theo nhom S/T

Chien lc co the thay the Phan khac biet duy tr & Ghi loai hoa san nang cao chu pham chat lng AS TAS AS TAS

Cac yeu to quan trong

A. Cac yeu to ben trong 1. Chat lng dch vu quan ly theo ISO 9001 2. Trang thiet b cong nghe hien ai 3. Li the ve van chuyen hang bang may bay rieng 4. oi ngu nhan vien tre, nang ong co trnh o 5. Hoat ong Markerting yeu, cha sau sat th trng 6. Mang li giao nhan rong khap cac tnh, thanh 7. Chi ph hoat ong c kiem soat chat che 8. Th phan dch vu tng oi cao 9. C s vat chat, khang trang 10. Chnh sach ong vien B. Cac yeu to ben ngoai
1. Nen kinh te on nh va phat trien 2. V tr a ly thuan li 3.Thu nhap bnh quan au ngi tang qua cac nam 4. c s quan tam cua nha nc ve phat trien nganh Bu chnh 5. Canh tranh gay gat cua cac oi thu trong nganh 6. S phat trien Khoa hoc Ky thuat tren the gii 7. Nhu cau s dung dch vu CPN ngay cang cao 8. Viec Viet Nam gia nhap vao WTO 9. Viec thc hien thong quan ien t tai TL FedEx 10. Thng hieu manh c khach hang khap ni biet en Tong cong

4 3 3 3 1 2 2 3 3 1 2 3 3 3 2 2 4 2 4 4

3 3 4 2 1 4 3 4 3 1 4 3 4 4 3 3 4 2 3 3

12 12 12 6 1 8 6 12 9 1 8 9 12 12 6 6 16 4 12 12
176

4 4 3 2 2 4 2 4 3 1 4 2 3 4 4 3 4 3 4 3

16 16 9 6 2 8 4 12 9 1 8 6 9 12 8 6 16 6 16 12
182

Nguon: Tong hp t nhieu nguon

Ma tran QSPM cua Tong ai lyCPN FedEx theo nhom W/O

Chien lc co the thay the Phan M rong T/ cng Ghi loai mang li quang cao chu giao nhan va tiep th

Cac yeu to quan trong

AS TAS AS TAS

A. Cac yeu to ben trong 1. Chat lng dch vu quan ly theo ISO 9001 2. Trang thiet b cong nghe hien ai 3. Li the ve van chuyen hang bang may bay rieng 4. oi ngu nhan vien tre, nang ong co trnh o 5. Hoat ong Markerting yeu, cha sau sat th trng 6. Mang li giao nhan rong khap cac tnh, thanh 7. Chi ph hoat ong c kiem soat chat che 8. Th phan dch vu tng oi cao 9. C s vat chat, khang trang 10. Chnh sach ong vien B. Cac yeu to ben ngoai
1. Nen kinh te on nh va phat trien 2. V tr a ly thuan li 3.Thu nhap bnh quan au ngi tang qua cac nam 4. c s quan tam cua nha nc ve phat trien nganh Bu chnh 5. Canh tranh gay gat cua cac oi thu trong nganh 6. S phat trien Khoa hoc Ky thuat tren the gii 7. Nhu cau s dung dch vu CPN ngay cang cao 8. Viec Viet Nam gia nhap vao WTO 9. Viec thc hien thong quan ien t tai TL FedEx 10. Thng hieu manh c khach hang khap ni biet en Tong cong

4 3 3 3 1 2 2 3 3 1 2 3 3 3 2 2 4 2 4 4

3 3 4 3 2 4 3 3 3 1 4 4 3 4 3 2 4 3 3 3

12 9 12 9 2 8 6 9 9 1 8 12 9 12 6 4 16 6 12 12
174

2 3 3 3 4 3 3 4 3 1 4 3 3 3 4 2 4 3 4 3

8 9 9 9 4 6 6 12 9 1 8 9 9 9 8 4 16 6 16 12
170

Nguon: Tong hp t nhieu nguon

Ma tran QSPM cua Tong ai lyCPN FedEx theo nhom W/T

Chien lc co the thay the Ghi Phan Ca n h tranh Tai cau truc loai chu ve gia lai c cau

Cac yeu to quan trong

A. Cac yeu to ben trong 1. Chat lng dch vu quan ly theo ISO 9001 2. Trang thiet b cong nghe hien ai 3. Li the ve van chuyen hang bang may bay rieng 4. oi ngu nhan vien tre, nang ong co trnh o 5. Hoat ong Markerting yeu, cha sat th trng 6. Mang li giao nhan rong khap cac tnh, thanh 7. Chi ph hoat ong c kiem soat chat che 8. Th phan dch vu tng oi cao 9. C s vat chat, khang trang 10. Chnh sach ong vien B. Cac yeu to ben ngoai
1. Nen kinh te on nh va phat trien 2. V tr a ly thuan li 3.Thu nhap bnh quan au ngi tang qua cac nam 4. c s quan tam cua nha nc ve phat trien nganh Bu chnh 5. Canh tranh gay gat cua cac oi thu trong nganh 6. S phat trien Khoa hoc Ky thuat tren the gii 7. Nhu cau s dung dch vu CPN ngay cang cao 8. Viec Viet Nam gia nhap vao WTO 9. Viec thc hien thong quan ien t tai TL FedEx 10. Thng hieu manh c khach hang biet en Tong cong

AS TAS AS TAS
4 3 3 3 1 2 2 3 3 1 2 3 3 3 2 2 4 2 4 4

3 2 4 2 2 3 3 3 2 1 3 3 3 4 3 3 3 3 3 3

12 6 12 6 2 6 6 9 6 1 6 9 9 12 6 6 12 6 12 12
156

4 2 2 3 3 2 2 3 3 2 3 3 3 3 4 2 3 3 4 2

16 6 6 9 6 4 4 9 9 2 6 9 9 9 8 4 12 6 16 8
158

Nguon: Tong hp t nhieu nguon

Nh vay, qua phan tch ma tran QSPM va can c vao so iem hap dan cua cac chien lc ta co the rut ra ket luan: oi vi nhom chien lc S/O: Cac chien lc c la chon la: Chien lc phat trien th trng co tong so iem hap dan la: 181 iem. Chien lc a dang hoa loai hnh dch vu co tong so iem hap dan la 173 iem. Do vay ta chon Chien lc phat trien th trng v co so tong iem cao hn, kem theo do lng khach hang hien nay TP. HCM hau nh a on nh. Viec phat trien them th trng nham tm kiem khach hang mi tham gia s dung dch vu la yeu cau cap thiet hien nay, cac oi thu canh tranh nh DHL va TNT eu a tien hanh lap chi nhanh giao nhan cac tnh e tm kiem, phat trien them khach hang. V vay n v can gap rut trien khai thc hien, neu khong gap rut thc hien chien lc phat trien th trng th trong thi gian ti TL se dan dan mat th phan ve tay oi thu canh tranh. oi vi nhom chien lc S/T: Cac chien lc c la chon la Chien lc duy tr va Nang cao chat lng dch vu co tong so iem hap dan la: 182 iem. Chien lc khac biet hoa san pham co tong so iem hap dan la: 176 iem. Do vay ta Chon chien lc duy tr va Nang cao chat lng dch vu v co tong so iem hap dan hn, ben canh o do thu nhap cua ngi dan ngay cang gia tang qua cac nam nen nhu cau s dung dch vu co chat lng cao ngay cang tr nen pho bien, khach hang san sang tra cc ph cao e co dch vu tot nhat. Viec duy tr va nang cao chat lng se giup TL gi vng uy tn thng hieu FedEx trong long khach hang, o la ly do ma n v can la chon chien lc tren. oi vi nhom chien lc W/O: Cac chien lc c la chon la: Chien lc m rong mang li giao nhan co tong so iem hap dan la: 174 iem.

 Chien lc tang cng quang cao va tiep th co tong so iem hap dan la: 170 iem. V vay ta chon Chien lc chien lc m rong mang li giao nhan v co tong so iem cao hn, kem theo qua thi gian thc hien ky ket hp ong ong chuyen th trc tiep vi vi Bu ien cac tnh nh: ong Nai, Bnh Dng, Tay Ninh, Vung Tau va Cu Chi, cac nhan s giao nhan tai cac tnh tren co thai o lam viec cha that s nghiem tuc khi tiep xuc vi khach hang dan en nhieu khach hang phan nan va t bo dch vu FedEx chuyen sang s dung dch vu cua oi thu canh tranh. Do o, viec thc hien chien lc m rong mang li giao nhan en cac tnh do nhan vien FedEx am nhan ngay cang tr nen cap thiet hn. oi vi nhom chien lc W/T: Cac chien lc c la chon la: Chien lc tai cau truc lai c cau co tong so iem hap dan la: 158 iem. Chien lc canh tranh ve gia co tong so iem hap dan la: 156 iem. Do vay ta chon Chien lc tai cau truc lai c cau v co tong so iem hap dan hn. Ben canh o khi thc hien chien lc nay se giup n v tinh gon lai bo may nhan s, giam c cac chi ph khong can thiet. ong thi tao cho CB CNV tai n v phan au, cong hien va gan bo lau dai vi n v, giam thieu c tnh trang chay mau nguon nhan lc sang cac oi thu canh tranh nh trong thi gian qua.
3.4 CAC GIAI PHAP THC HIEN CHIEN LC KINH DOANH EN NAM 2015

Nham hoan thien tnh hnh san xuat kinh doanh tai TL FedEx trong thi gian ti. Toi xin e xuat mot so giai phap nh sau:
3.4.1 Ve quan tr va nang cao chat lng nguon nhan lc

e co mot doanh nghiep thanh cong trong th trng canh tranh, trc tien can co mot oi ngu nhan vien co nang lc va nhay ben hn so vi oi thu, trong o ao tao va phat trien nguon nhan lc ung hng la yeu to hu hieu nhat. Viec thc hien tot cac giai phap ve nguon nhan lc se tao cho viec duy tr on nh nguon nhan lc tai TL, giai quyet c bai toan thieu hut va s chuyen dch lng CB CNV co nang

lc sang au quan cho oi thu. e trien khai tot giai phap nay Tong ai ly FedEx can thc hien tot cac cong tac sau: Tuyen dung: Chat lng au vao cua nhan vien co y ngha quyet nh en chat lng nguon nhan lc cua cong ty. Do o cong tac tuyen dung ong vai tro rat quan trong. Tong ai ly FedEx can xay dng c che tuyen dung ung an nham la chon nhan vien phu hp, xay dng he thong thang bang lng va cac chc danh cho phu hp, kem theo bang cap va nang lc. Ben canh o hoi ong tuyen dung cung ong vai tro quan trong oi vi chat lng tuyen dung. e cong tac tuyen dung at c ket qua tot th hoi ong tuyen dung tai FedEx phai la nhng nha quan ly gioi, co trnh o chuyen mon cao va phai co pham chat trung thc v s phat trien cua FedEx ao tao, boi dng nguon nhan lc: Nhng nhan vien c ao tao bai ban la cha khoa dan en thanh cong cho doanh nghiep. Qua cac nghien cu cho thay phan ln nhng nhan vien lam viec hieu qua, hoan thanh tot cong viec eu c ao tao mot cach thch hp. Ho la nhng ngi ong gop quan trong vao s thanh cong cua doanh nghiep, o la ly do tai sao cong tac ao tao, boi dng nguon nhan lc ang tr thanh mot trong nhng nhiem vu trong tam hang au ngay nay, ao tao khong ch trang b cho nhan vien nhng ky nang chuyen mon nghe nghiep can thiet ma con la nghe thuat ong vien nhan vien, gia tang s gan bo cua ho oi vi doanh nghiep . V the FedEx can: u tien ao tao, boi dng lai can bo quan ly cac cap tai n v. Do moi trng kinh doanh thng xuyen thay oi khong ngng nen viec cap nhat va bo sung them kien thc va nang lc quan ly la toi can thiet. Neu can bo quan ly khong am bao trnh o va nang lc th rui ro cho doanh nghiep la rat ln.

 Cac chng trnh boi dng nghiep vu cho nhan vien giao nhan hang hoa xuat nhap khau phai cu the, ro rang va sat thc te nham am bao chat lng dch vu giao nhan c thc hien tot. Tiep tuc thc hien chng trnh ho tr hoc ph cho nhan vien hoc tap nang cao trnh o, ong thi thng xuyen theo doi va c nhan vien kiem hoa tham d cac lp nang cao nghiep vu khai bao Hai quan do Cuc Hai Quan TP. HCM to chc nham nam vng nghiep vu va cap nhat cac thay oi ve thu tuc Hai quan e hoan thanh tot cong viec La chon nhng can bo quan ly gioi, co nang lc gi i ao tao trong nc va ngoai nc nh: Tien s, thac s , kem theo cam ket se phuc vu, gan bo lau dai cho n v. Phat trien nguon nhan lc: Can xay dng, on nh oi ngu nguon nhan lc tai Tong ai ly co chnh sach thu hut ngi tai, tao moi trng lam viec tot e ngi lao ong gan bo, cong hien dai lau v s phat trien cua doanh nghiep. Phat trien nguon nhan lc mang tnh chuyen nghiep, co u pham chat va nang lc thc hien tot cong viec c giao. Xay dng oi ngu nhan vien am hieu va nam vng hoat ong dch vu chuyen phat nhanh quoc te, nam bat th trng tot va linh hoat trong giao tiep va khuyet phuc khach hang. Xay dng tot moi trng lam viec: Xay dng tot moi trng lam viec se giup doanh nghiep duy tr va on nh c nguon nhan lc tai n v. Qua nghien cu so lng can bo va cong nhan vien ngh viec trong thi gian qua tai Tong ai Ly, ly do chnh la do moi trng lam viec. Do vay, theo quan iem cua toi Tong ai ly FedEx can thc hien: Tao ieu kien va moi trng lam viec tot cho nhan vien, giup ho phat huy kha nang, nang lc va gan bo lau dai vi n v

 Lam tot cong tac bo nhiem va e bat can bo lanh ao, manh tay thuyen chuyen va mien nhiem oi vi mot so lanh ao cap phong va oi do khong co u nang lc quan ly, nham tao ong lc cho nhan vien phan au Nhn nhan va anh gia ung nhng cong hien cua nhan vien cho n v , tao cho ho ong lc e phan au va cong hien v s phat trien cua FedEx 3.4.2 Hoan thien c che lng thng e kch thch, ong vien va duy tr nhan vien Hoan thien c che phan phoi thu nhap: Tuyen dung va thu hut nguon nhan lc gioi vao lam viec tai Tong ai ly la mot viec quan trong, nhng van e at ra la lam sao gi chan c nhan tai, giup ho gan bo dai lau va cong hien het mnh cho s phat trien cua n v la mot viec quan trong hn na. Ngi lao ong i lam thng quan tam nhieu van e nh: thu nhap, chnh sach ai ngo, c hoi thang tien, ieu kien lam viec va moi trng lam viec, tuy nhien thu nhap la yeu to kha quan trong giup cho ngi lao ong u trang trai cuoc song, tao ong lc cho ho lam viec co nang suat va chat lng cao, ay la iem han che tai n v trong thi gian qua. Do o Tong ai Ly can nhanh chong ieu chnh: Viec phan phoi thu nhap phai c thc hien tren nguyen tac cong bang, lam nhieu hng nhieu, lam t hng t, khong lam khong c hng. Han che tnh trang cao bang, lam nhieu lam t eu nh nhau. ay la ly do chnh khien ngi lao ong lam viec u l khong phat huy het kha nang va nang lc cua ho trong cong viec. Nhanh chong bo sung them he so lng ao tao cho nhan vien co trnh o ai hoc va sau ai hoc, hien nay chnh sach ve lng cua n v oi vi nhan vien co trnh o ai hoc va sau ai hoc eu cao bang vi nhan vien co trnh o trung cap, ay la iem bat hp ly ve viec phan phoi lng hien nay tai n v.

 Phat huy tot hieu qua on bay cua chnh sach tien lng, thng thong qua viec nh mc lai lao ong cac bo phan khoi chc nang va khoi san xuat nham phan cong lao ong va phan phoi thu nhap hp ly. Co chnh sach phan phoi tien lng ac biet cho cac chuyen gia gioi, nhng ngi co v tr va vai tro ac biet oi vi s ton tai va phat trien cua Tong ai ly FedEx Chnh sach khen thng, ong vien: Khen thng ong vien nhan vien ong vai tro quan trong trong cong tac quan tr nhan s, v no giup cho viec duy tr on nh nhan s. e chnh sach khen thng, ong vien at c hieu qua tot trong thi gian ti FedEx can xuc tien: Tao ieu kien va khuyen khch nhan vien tham gia ong gop sang kien va co che o khen thng nhan vien khi ho co nhng sang kien hay giup cho cong viec troi chay co hieu qua hn. Khen thng kp thi cac nhan vien lam tot cong viec cua mnh, thng xuyen nhan c th khen ngi t pha khach hang. Xay dng hnh anh tot ve cong ty trong mat cong chung, sao cho cac nhan vien cam thay t hao khi c cong tac tai n v. Cung cap them phng tien va ieu kien kien lam viec tot nh: van phong lam viec, nha an t phuc vu, phong ngh ngi, phong ngh tra cho nhan vien e tai tao lai sc lao ong. Co chnh sach mien giam gia cc cho nhan vien va tham ch gia nh nhan vien ( neu co the ) khi s dung dch vu chuyen phat nhanh th t va hang hoa cho ngi than nc ngoai.

3.4.3 Ve hoat ong Quang cao va Markerting

Hoat ong Quang cao va Markerting giup n v quang ba thng hieu en khach hang qua o giup nam bat c nhu cau cua khach hang e co nhng chien lc phu hp. Viec tang cng hoat ong Markerting giup TL quang ba thng hieu FedEx en khach hang, ong thi qua o giup tang th phan dch vu so vi oi thu canh tranh. Hien nay hoat ong Markerting tai Tong ai Ly con yeu kem, v vay can phai nhanh chong tien hanh cac cong viec nh sau: Thanh lap trang Web Tong ai ly CPN FedEx e gii thieu dch vu en khach hang, cac dang hnh thc gi, cac loai hnh thanh toan cc ph, cac loai hang gi co ieu kien va hang cam gi, gia cc ph kem theo va thi gian cam ket phat tan tay ngi nhan e khach hang xem va biet c thong tin trc khi quyet nh gi hang. Khan trng thc hien viec thay the mi cac logo quang cao thng hieu FedEx tren cac xe hi chuyen dung giao nhan, ong thi xuc tien viec au t mua mi va dan lo go quang cao len toan bo cac xe mo to i giao nhan hang ngoai ng. Chu ong trong cong tac cham soc khach hang, bo phan ban hang thng xuyen ghe tham hoi khach hang, tm hieu cac vng mac ma khach hang thng hay vng phai khi gi hang, ong thi thong qua khach hang nam bat c cac thong tin ve chien lc khuyen mai cua oi thu canh tranh e co bien phap oi pho. Co chien lc ao tao va boi dng them kien thc ve Makerting cho oi ngu ban hang va tiep th ve ky nang tiep th, ban hang chuyen nghiep trong viec m rong va phat trien dch vu. Tang cng cong tac gii thieu dch vu en vi khach hang thong qua cac chng trnh van hoa, the thao va xa hoi e gay an tng, tac ong khach hang quan tam hng ve dch vu.

 Giao duc nhan thc cho tat ca cac thanh vien trong cong ty trong viec cung nhau ng trong moi khoi thong nhat khong tach ri nhau e cai tien, nang cao va hoan thien cong tac cham soc khach hang, tao ieu kien thuan li cho oi ngu ban hang chao ban dch vu. Thc hien tot hoat ong quang cao thong qua cac chng trnh khuyen mai. San pham ap dung cho cac chng trnh khuyen mai phai phu hp vi ieu kien thc te tai th trng Viet Nam.
3.4.4 Ve nghien cu va Phat trien th trng

Nghien cu va phat trien la mot phan khong the thieu trong xay dng chien lc tai n v, e ap ng nhu cau san xuat kinh doanh trong th trng canh tranh gay gat hien nay, viec ay manh giai phap ve nghien cu va phat trien se gop phan nang cao chat lng phuc vu, tang kha nang canh tranh, gi vng uy tn va thng hieu trong long khach hang. Xuat phat t quan iem V khach hang phuc vu Tong ai Ly FedEx can thc hien: Tiep tuc va ay manh hoat ong nghien cu va phat trien th trng, thanh lap bo phan chuyen trach ve nghien cu va phat trien th trng dch vu en cac tnh co nhu cau cao ve s dung dch vu, t o co chien lc thch ng, phuc vu ap ng nhu cau lng khach hang tren. Nhanh chong khao sat va nghien cu phng an la chon a iem thue mn mat bang lap chi nhanh giao nhan hang hoa at tai cac Khu cong nghiep va Khu che xuat cac tnh Bnh Dng, Vung Tau va ong Nai do nhan vien FedEx am nhan nham duy tr thng hieu va tao thuan li cho khach hang khi en giao dch va s dung dch vu. To chc hoi ngh khach hang thng xuyen moi nam mot lan nham lay y kien phan hoi t pha khach hang ve cung cach phuc vu, chat lng dch vu,

nhng tien ch khi khach s dung dch phu FedEx so vi cac oi thu canh tranh e t o co ke hoach ieu chnh va hoan thien.
3.4.5 Ve au t m rong san xuat:

Theo so lieu cua cua nhom nghien cu cua tap oan ExpoExpress thc hien vao nam 2007, nhu cau van chuyen hang hoa chuyen phat nhanh qua ng hang khong se phat trien manh khi Viet Nam gia nhap WTO. Qua chien lc au t va phat trien cua tap oan chuyen phat nhanh FedEx tai th trng Viet Nam, ngay 01/9/2008 Tap oan FedEx a au t nang cap may bay van chuyen hang hoa t 6 tan len 30 tan nham ap ng nhu cau xuat nhap khau tang nhanh tai Viet Nam. Do vay, thc hien tot giai phap ve au t m rong san xuat se gop phan tao ieu kien thuan li cho TL trong viec khai thac hang hoa xuat va nhap tai TP. HCM va cac tnh, ay nhanh toc o thong quan Hai quan va nang cao chat lng. Do o, e duy tr va phat trien m rong th trng Tong ai ly FedEx can khan trng thc hien: Nhanh chong thc hien viec khao sat, ky ket hp ong thue mn mat bang khai thac hang hoa xuat va nhap tai san bay Tan Sn Nhat, do mat bang hien tai a qua tai. au t mua mi, bo sung them 6 xe chuyen dung phuc vu cho viec giao phat va nhan chuyen th bao chuyen phat nhanh khu vc TP. HCM va cac tnh, hng en chien lc m rong mang li giao nhan do nhan vien giao nhan Tong ai ly thc hien tai cac tnh Bnh Dng, Vung Tau, Tay Ninh, Cu Chi va ong Nai. Nhanh chong trien khai lap chi nhanh va to chc tot mang li giao nhan tai cac tnh Bnh Dng, Vung Tau, Tay Ninh, Cu Chi va ong Nai. Sau o to chc khai thac, kiem hoa Hai Quan va chuyen thang ra xuat tai san bay Tan Sn Nhat nham rut ngan thi gian kiem hoa va thu hut them khach hang .

3.4.6 Ve thiet b cong nghe:

Qua gan 15 nam hoat ong trong nganh chuyen phat nhanh quoc te, nhng may moc, thiet b hien ai au t trc ay thng xay truc trac lam anh hng trc tiep en viec thong quan hang xuat nhap khau va cap nhat thong tin goi hang. Viec au t mi thiet b cong nghe se giup viec thong quan va nhan biet thong tin hang hoa xuat va nhap de dang, t o nang cao chat lng dch vu. Do vay, Tong ai ly can manh dan au t cac thiet b trong day chuyen san xuat nh: au t 48.000 USD mua mi 60 may cap nhat thong tin giao nhan hang hoa tai a ch khach hang ( May Superstracker ) nham am bao thong tin c truyen tai chnh xac va nhanh chong. au t 6.000 USD mua mi 03 may ( PC Select ) dch loc cac luong hang nhap: luong Xanh, Vang va o, am bao chat lng dch loc hang hoa nhap khau c ay u va chnh xac au t 8.000 USD mua mi cac bang tai trong day chuyen san xuat rong va ln hn, nham lu thoat nhanh cac kien hang ln.
3.4.7 Ve quan ly va nang cao chat lng dch vu:

Chat lng dch vu la yeu to hang au quyet nh s thanh bai cua doanh nghiep, chat lng la s ap ng cac oi hoi va yeu cau cua khach hang khi s dung dch vu. Xa hoi ngay cang phat trien th nhu cau s dung dch vu, hang hoa chat lng cao se cang tr nen pho bien. Do o muon thanh cong trong nganh chuyen phat nhanh Tong ai Ly FedEx can thc hien mot so bien phap nh sau: A/ Giai phong nhanh hang bo phan hang nhap: Bo phan phu trach thong quan hang hoa nhap khau phai lam tot cong tac theo doi Fax va nhan chng t hang hoa nhap khau t cac nc en Viet Nam nham am bao hang hoa nhap khau c thong quan va chuyen en tay ngi nhan trong thi gian sm nhat.

 Nhan vien dch loc hang nhap cac luong Xanh, Vang va o lam tot cong tac thong tin mo ta hang hoa va gia tr khai bao Hai quan chnh xac va kp thi, trnh lanh ao Hai Quan xet duyet trc khi hang ve en Tong ai Ly e thong quan hang hoa nhanh chong. Thong bao kp thi cho ngi nhan cac trng hp hang hoa nhap khau can phai co giay phep chuyen nganh ngay trong buoi sang khi hang ve en Tong ai Ly e khach hang cung cap va thong quan hang hoa ngay trong ngay. Theo quy nh nha nc, cac loai van hoa pham khi xuat va nhap khau tai Viet Nam phai c kiem tra noi dung ben trong, e viec kiem tra c tien hanh nhanh chong. TL FedEx can trang b cac o oc bang t, a, e nhan vien Hai Quan co the kiem tra noi dung cac vat pham van hoa n gian, tr cac trng hp ac biet khong the kiem tra c phai i kiem tra tai s Van hoa, the thao va du lch. Cap nhat thng xuyen cac thay oi ve thu tuc Hai Quan va so ien thoai nong cua lanh ao chi cuc Hai Quan Bu ien len bang thong tin e khach hang de dang cap nhat thong tin va trnh bao vi lanh ao chi cuc Hai Quan Bu ien cac trng hp nhung nhieu cua nhan vien Hai Quan B/ Giai phong nhanh hang bo phan hang xuat: Len t khai tong cho hang hoa xuat khau nhanh chong va chnh xac , trnh can bo Hai Quan phu trach hang xuat xem xet va xet duyet nhanh chong. Nam vng cac mat hang c phep xuat khau, xuat khau co ieu kien, khong c phep xuat khau e t van cho khach hang ong thi lam viec vi bo phan Hai Quan e lu thoat hang xuat nhanh chong. Cap nhat bo sung cac thong tin, mo ta hang hoa len mang FedEx toan cau e bo phan FedEx nc en co ay u thong tin e thong quan hang.

 Trng hp hang hoa b gi lai v mot ly do nao o t pha Hai Quan. Nhan vien FedEx phai tm hieu va bao lai cho khach hang biet ngay khi nhan c thong bao t pha bo phan Hai Quan e cung phoi hp giai phong hang. C/ Lam ung ngay t au: Nhan vien phai hieu ro quy trnh khai thac hang va cac ch tieu dch vu FedEx ma mnh ang lam e x ly kp thi cac mong i cua khach hang, tao uy tn cho khach hang khi en vi dch vu Kiem tra thng xuyen oi vi cac bo phan thng xuyen tiep xuc vi khach hang, ghi am cac cuoc goi cua khach va nhng cuoc tra li cua bo phan tong ai trong viec tiep nhan va x ly thong tin khach hang e t o co bien phap chan chnh va boi dng phu hp oi vi nhan vien con khiem khuyet. Lap at 5 may Camera tai bo phan kiem hoa nham theo doi nguyen nhan viec that thoat hang hoa nhap khau. ac biet tai khu vc thong quan hang hoa nhay cam nham phat hien va co hng x ly kp thi cac nhan vien kiem hoa thieu trong sach. D/ Thong thoang hnh thc thanh toan: Thu cc ngi nhan hoac cong ty th ba thanh toan la hnh thc kha pho bien cua dch vu FedEx tai Viet Nam, chiem tren 60% tong doanh thu cua Tong ai ly nhng hien nay khach hang gap kho khan ln trong viec phai co th ch nh cua chu tai khoan th FedEx mi chap nhan bu gi. Thiet ngh, can mau chong co quy nh mi, thong thoang chap nhan hnh thc nay nham tang kha nang canh tranh, ong thi tang tnh tien ch cho khach hang khi s dung dch vu FedEx. Trng hp khach hang co nhu cau gi hang vi so lng nhieu i cac nc vi khoan chi ph van chuyen ln. FedEx co the lien lac vi chu tai khoan trong viec thanh toan ph cho FedEx e khach hang cam nhan c s tien ch, s ho tr t FedEx, trong trng hp nay d nhien phai yeu cau khach hang lam giay

cam ket ong y thanh toan neu ngi nhan, hoac cong ty th ba khong ong y thanh toan sau khi hang a c van chuyen en ni. E/ Thong tin khach hang: Thiet lap ng day nong giai ap, hng dan s dung dch vu qua ien thoai, tiep nhan va tra li thoa ang nhng yeu cau cua khach khi co nhu cau s dung dch vu FedEx. ac biet mien cc cho cac cuoc goi noi hat goi en. Bnh quan moi ngay co khoang 600 thong tin goi en t pha khach hang. Thong tin dch vu: Cap nhat ay u thong tin dch vu, cong ty va quy trnh khai thac va giao nhan cho tong ai 1080 nham giai ap thong tin, cung nh cap nhat tren cac Website nganh Bu chnh. Nghien cu va tiep tuc au t nang cap mi he thong tong ai tai n v, han che thap nhat tnh trang nghen mach do tong ai co dung lng thap nhng so lng khach hang co nhu cau gi va nhan hang goi vao nhieu dan en nghen mach trong gi cao iem. So trao oi ghi lai y kien ong gop cua khach hang ve dch vu nen c Ban ieu Hanh xem va tra li hang ngay. F/ Giai quyet khieu nai: Cong tac giai quyet khieu nai la mot trong nhng khau quan trong trong viec duy tr moi quan he lau dai gia khach hang vi dch vu. Thong thng cac khieu nai cua khach hang thng lien quan en viec be v, h hong, cham tre, that lac, mat hang hoa do anh hng t nhng yeu to khach quan va chu quan gay nen, do vay Tong ai Ly can co hng giai quyet khon kheo, on thoa nham am bao khong co trng hp khieu tung nao nghiem trong hoac di hnh thc thong tin ai chung gay anh hng en chat lng va uy tn dch vu.

3.4.8 Ve chi ph hoat ong

Chi ph la yeu to kha quan trong oi vi cac doanh nghiep Viet Nam hien nay, lam the nao e giam c en mc thap nhat chi ph khong can thiet la ieu ma cac doanh nghiep eu mong muon. Giam chi ph se gop phan giup cho doanh nghiep tang them li nhuan, tang kha nang canh tranh trc cac oi thu, ong thi tang hieu qua hoat ong cho doanh nghiep. Di ay la mot so giai phap Tong ai ly FedEx can trien khai thc hien nham giam chi ph. Kien toan lai bo may to chc, quan ly xuyen suot cac bo phan chc nang va bo phan san xuat. Thc hien nh mc lai toan bo lao ong hien co tai n v vi phng cham: Tap trung u nguon nhan lc cho san xuat, phan au sap xep tinh gon khoi chc nang khong vt qua 20% tong so lao ong hien co tai n v. Sap xep va bo tr lai cong viec mot cach hp ly nham han che tnh trang lang cong cua 1 so nhan vien cha lam u 8h moi ngay a ra ve, ong thi co ke hoach giam thieu so lng lao ong do khong u nang lc ap ng cong viec hoac co thai o lam viec khong tot b khach hang khieu nai thng xuyen. Thue them nhan vien thi vu lam viec tai cac bo phan thc hien cong viec gian n nh: boc xep vao cac dp le, tet nham tang nhan s e lu thoat hang hoa nhanh chong vao cac dp cao iem. Kiem tra va nh mc chat che viec cap phat xang dau va cac trang thiet b tai oi xe cua n v nham han che tieu cc va tiet kiem chi ph. Xay dng lai nh mc Km va khoan lai cong tac ph hp ly cho oi ngu nhan vien Giao nhan va Tiep th, ban hang thng xuyen i cong tac ben ngoai. Cat giam cac chi tieu khong phu hp cu the nh: phu cap ien thoai, chi ph ien thoai, tiep khach, nc, bao tr, van phong pham v hien nay lnh vc nay con nhieu lang ph.

3.5 CAC KIEN NGH NHAM THC HIEN TOT CAC CHIEN LC: e e tai nghien cu tren c kha thi. Toi xin e xuat mot so kien ngh oi vi Cong ty co phan chuyen phat nhanh Bu ien, vi nganh Hai Quan va tap oan chuyen phat nhanh FedEx nh sau: 3.5.1 oi vi Cong ty co phan chuyen phat nhanh Bu ien

Nen ho tr bo sung nhan s kp thi cho khoi san xuat khi co nhan vien ngh viec e am bao chat lng dch vu. Cong ty co phan CPN Bu ien nen giao quyen tuyen dung nhan s cho Tong ai ly FedEx c quyen xay dng ke hoach tuyen dung bo sung lao ong khi tnh trang thieu hut lao ong xay ra nham am bao cong viec tai n v c van hanh thong suot Can nhanh chong thc hien viec au t mi hoac nang cap tong ai e lu thoat lu lng cuoc goi khach hang v hien nay tong ai dng nh a qua tai, nhieu khach hang phan nan do khong lien lac c vi n v do b nghen mach nham nang cao chat lng phuc vu khach hang. e ngh co chnh sach thong thoang hn trong viec duyet ho s au t cho nhanh chong, ap ng kp thi nhu cau phuc vu cho san xuat. Ho tr trang cap bo sung them phng tien van chuyen th bao e n v thuan li trong van e sap xep cac tuyen ng th giao nhan mot cach hp ly va hieu qua.
3.5.2 oi vi nganh Hai Quan

Bo sung them can bo hai quan e kiem hoa va viet bien lai thue nhap khaue ay nhanh ty le thong quan hang hoa ngay trong ngay. Can xem xet lai quy nh, thu tuc e mien thue cho nhng hang hoa nhap khau qua ng Bu ien di dang hoan goc.

Xem xet lai trng hp khong cho chuyen oi loai hnh nhap khau hang hoa cua doanh nghiep, neu the se gay kho khan rat ln cho dch vu chuyen phat nhanh v khi hang ve FedEx phai nhanh chong lam thu tuc Hai Quan e phat hang cho khach trong thi gian nhanh nhat, khong the thong bao cho khach biet het nhng bu gi a ve trong ngay e chon ung loai hnh nhap khau cua doanh nghiep. e ngh Hai quan ghi ay u chi tiet ve thong tin khach hang: Ten cong ty, a ch, ma so thue, ten hang hoa tren bien lai thue tao thuan li cho khach hang khau tr thue de dang.
3.5.3 oi vi tap oan FedEx

Can xay dng lai chnh sach kinh doanh phu hp vi nhu cau th trng Viet Nam cu the ve gia, khuyen mai. ay manh viec xuc tien thue them mat bang san xuat rong hn, e canh tranh va m rong th trng dch vu. Co chnh sach ong vien va khen thng cho can bo cong nhan vien Tong ai ly FedEx e nang cao chat lng phuc vu khach hang va phat trien doanh thu nh bo phan khai thac, giao nhan va bo phan tiep th ban hang. ay manh nang cao chat lng dch vu e canh tranh, tang th phan tren th trng chuyen phat nhanh hien nay. Co chnh sach gia thong thoang, n gian thu tuc thanh toan khi chap nhan hnh thc tra cc van chuyen ni ngi nhan hoac ben th ba. oi vi mot so khach hang tiem nang, kien ngh nen mien tnh trong lng, the tch va phu thu ph vung sau, xa e canh tranh vi oi thu. M them chuyen bay trc tiep FedEx vao ngay th bay hang tuan nham tm kiem them lng khach hang va giam ap lc oi vi nhan vien giao nhan va khai thac v thi gian cat hang cua chuyen bay thng mai SQ 171 qua sm so vi chuyen bay trc tiep FedEx . /.

KET LUAN

Vi yeu cau phat trien & tnh canh tranh a dang cua nganh cong nghiep Chuyen Phat Nhanh quoc te tren th trng Thanh pho Ho Ch Minh, dch vu Chuyen Phat Nhanh FedEx a ap ng nhu cau ngay cang cao cua khach hang trong viec am bao tnh nhanh chong, chnh xac, an toan, tien li va van minh a chiem mot th phan ang ke tren th trng CPN quoc te tai Viet Nam. Chac chan mot ieu rang, hoat ong kinh doanh dch vu Chuyen Phat Nhanh trong thi gian ti se co rat nhieu bien ong v hien nay Viet Nam a gia nhap vao to chc thng mai the gii WTO. Cac oi thu canh tranh manh se co nhng bien phap oi pho vi tnh hnh mi cung nh s oi mi ve chnh sach m ca cua chnh phu oi vi nganh Bu chnh, khuyen khch cac thanh phan kinh te tham gia vao cung cap dch vu Bu chnh va cho phep cac doanh nghiep co von au t nc ngoai tham gia th trng chuyen phat th phu hp vi lo trnh m ca th trng Bu chnh. Do o, neu Tong ai ly FedEx khong co nhng chien lc cu the va hieu qua th u the tren thng trng kho co the gi c. Do o, ngay t bay TL FedEx can phai co s au t thch ang vao c s vat chat, ky thuat ong thi nang cao trnh o oi ngu lao ong, khong ngng cai tien cong nghe, phat huy hieu qua viec hoach nh chien lc lau dai va thc hien chien lc marketing phu hp, khac phuc nhng mat han che nham ap ng toi a nhu cau khach hang, e tr thanh dch vu chuyen phat nhanh hang au tai Viet Nam noi chung va Thanh pho Ho Ch Minh noi rieng. Cung cap cho khach hang mot dch vu chuyen phat nhanh hoan hao nhat co the canh tranh c vi nhng oi thu manh hien nay nh DHL, TNT. Thong qua o cung la mot anh gia ve hieu qua kinh doanh thanh

cong cua Tong ai Ly FedEx tai Thanh pho Ho Ch Minh - Cong Ty co phan Chuyen Phat Nhanh Bu ien. Luan van a c thc hien vi s co gang rat cao, tuy nhien do kien thc va thi gian co han do phai am bao cong tac chuyen mon tai n v, nen luan van se khong tranh khoi nhng thieu sot. V vay, rat mong nhan c y kien ong gop cua quy thay co, lanh ao n v va cac ban ong nghiep e luan van c hoan chnh hn va kha thi trong thc te.

TAI LIEU THAM KHAO

---*--1. PGS.TS Nguyen Th Lien Diep, Pham Van Nam, Chien lc va chnh sach kinh doanh, NXB Lao ong Xa hoi nam 2006 2. PGS.TS Nguyen Th Lien Diep, Quan tr hoc, NXB thong ke nam 2005 3. Dng Ngoc Dung, Chien lc canh tranh treo ly thuyet cua Michael E. Porter 4. Fred R. David Khai luan ve quan tr chien lc ( Concepts of Strategic management ), NXB thong ke nam 2006 5. PGS.TS ao Duy Huan, Quan tr hoc trong toan cau hoa, NXB thong ke nam 2006 6. GS.TS Ho c Hung, Quan tr marketing, Trng ai hoc kinh te nam 2004 7. PGS.TS Le Thanh Ha, TS. Hoang Lam Tnh, ng dung ly thuyet he thong trong quan tr doanh nghiep, NXB tre 1998 8. Nguyen nh Tho, nghien cu cho luan van tot nghiep nganh QTKD thc trang va giai phap, NXB van hoa thong tin 2008 9. Bang Tong ket tnh hnh hoat ong san xuat kinh doanh cua Tong ai Ly FedEx t nam 2003 - 2008 10. Cuc thong ke TP. HCM ( 2003 - 2008 ) 11. Nien giam thong ke TP. HCM ( 2003 -2008 ) 12. Cac tap ch thi bao kinh te Viet Nam va bao Bu ien 13. Thi bao kinh te Sai Gon 14. Cac trang Web: // www.vietnampost.com.vn Web: // www.fedex.com Web: // www.dhl.com Web: // www.tnt.com Web: // www.ups.com Web: // www.ems.com.vn

PHU LUC 1
QUY TRNH SAN XUAT CHUYEN PHAT NHANH FedEx
Ngi gi Trung tam dch vu khach hang Bo phan ieu ong

Giao nhan Khai thac Kiem hoa

Xuat san bay Trung tam chia chon HUB

San bay en

Khai thac

Kiem hoa

Giao phat

Ngi nhan

QUY TRNH SAN XUAT FEDEX

Khach hang goi en Phong dch vu khach hang yeu cau nhan hang hoac khach en quay gi hang. Hoac khach goi en hoi thong tin ve dch vu trc khi gi. Phong dch vu khach hang thong tin lai cho khach hang. Khi nhan c yeu cau cua khach en nhan hang, Phong dch vu khach hang se chuyen tin en cho bo phan ieu ong ngi. Bo phan ieu ngi kiem tra ni yeu cau va ieu nhan vien Giao nhan en nhan. oi Giao nhan nhan hang ve chuyen sang Khai thac e kiem tra sap xep chuyen theo chuyen bay. Khai thac sau khi kiem, em so lng va ni en se chuyen sang Kiem hoa e hoan tat thu tuc Hai Quan trc khi xuat hang. Tat ca hang hoa khi hoan tat thu tuc Hai Quan se chuyen sang bo phan xuat i san bay. Hang c chuyen en Trung tam chia chon ( goi la HUB ) e phan chia hang theo cac tuyen thch hp nham chuyen en ni trong thi gian sm nhat. T Trung tam chia chon, hang se c van chuyen en ni cuoi cung. Khi hang en san bay tai nc en se c chuyen sang bo phan Khai thac e chia chon.

Nhng hang nao can phai kiem tra Hai Quan se chuyen sang bo phan Kiem hoa. Khi hang hoa, tai lieu hoan tat thu tuc Hai Quan se c chuyen sang khau giao phat cho khach. Nhan vien Giao nhan se chia chon, phan tuyen va phat hang cho khach. Trng hp hang ve khach yeu cau gi phat tai quay th bo phan ieu ong lien he vi khach. Neu hang em i phat nhng khong phat c do khach ong ca th se co gang phat them 2 lan, khong phat c v l do khac se c chuyen sang bo phan ieu ong lien he vi ngi gi xin y kien x ly. Khi ngi nhan co thong tin hang ve se goi en Phong dch vu khach hang e hoi tnh trang goi hang. Dch vu khach hang tra li yeu cau cua khach, neu ngoai kha nang am trach se chuyen thong tin cho bo phan san xuat giai quyet.

PHU LUC 2
CH TIEU THI GIAN TOAN TRNH FEDEX

STT 1 2 3 4 5

Cac nc Chau A Chau Au Chau My Chau Phi Chau Uc

Ch tieu thi gian ( ngay ) 12 23 23 34 23

( Nguon: Phong KHKD - Tong ai ly CPN FedEx)

PHU LUC 3
SO LNG CAC CTY TAI CAC KCN VA KCX TAI TP. HO CH MINH & BA RA - VUNG TAU
STT A 1 2 3 4 5 6 7 8 9 10 11 12 B 1 2 3 4 5 6 7 TEN KCN KCX TAI TP. HO CH MINH KCN Tan Tao KCN Tan Bnh KCN Le Minh Xuan KCN Tan Thi Hiep KCN Bnh Chieu KCN Hiep Phc KCN Vnh Loc KCN Tay Bac Cu Chi KCN Cat Lai KCX Tan Thuan KCX Linh Trung I KCX Linh Trung II BA RA VUNG TAU KCN Phu My 1 KCN Phu My 2 KCN My Xuan A KCN My Xuan A2 KCN My Xuan B1 KCN ong Xuyen KCN Cai Mep SO LNG CONG TY 953 194 132 164 27 21 63 108 42 28 106 30 38 93 23 1 21 10 4 27 7

Nguon: Ban quan ly cac KCN KCX tai TP. HCM & Ba Ra Vung Tau

PHU LUC 4
SO LNG CAC CONG TY TAI CAC KCN TAI ONG NAI & BNH DNG
STT C
1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 D 1 2 3 4

TEN KCN TAI ONG NAI

KCN AMATA KCN An Phc KCN Bien Hoa I KCN Bien Hoa II KCN Det may Nhn Trach KCN nh Quan KCN Go Dau KCN Ho Nai KCN Long Thanh KCN LOTECO KCN Nhn Trach I KCN Nhn Trach II KCN Nhn Trach II Loc Khang KCN Nhn Trach III KCN Nhn Trach V KCN Song May KCN Tam Phc KCN Xuan Loc BNH DNG KCN Viet Nam - Singapore KCN Song Than 1 & 2 KCN Viet Hng 1 & 2 KCN Nam Tan Uyen

SO LNG CONG TY 828

90 5 93 125 4 8 21 92 46 53 79 43 1 54 9 43 61 1 538 137 179 50 63

5 6 7

KCN ong Hiep A & B KCN Bnh ng KCN ong An

46 14 49

Nguon: Ban quan ly cac KCN KCX tai ong Nai & Bnh Dng

PHU LUC 5 D BAO VE NHU CAU S DUNG VU CHUYEN PHAT NHANH CUA FedEx VA CAC OI THU GIAI OAN 2009 - 2015
NAM Hang FedEx 2009 DHL TNT FedEx 2010 DHL TNT FedEx 2011 DHL TNT FedEx 2012 DHL TNT FedEx 2013 DHL TNT FedEx 2014 DHL TNT FedEx 2015 DHL TNT SAN LNG (Goi) CHIEU EN 232.218 303.670 169.698 250.796 327.961 183.273 275.875 360.760 201.601 308.980 404.051 225.793 352.237 460.618 257.404 408.595 534.317 298.588 473.970 619.794 346.362 CHIEU I 189.997 248.457 138.844 205.196 268.331 149.951 225.716 295.167 164.946 252.802 330.587 184.740 288.194 376.869 210.603 334.305 437.168 244.300 387.794 507.104 283.388 TONG CONG (Goi) 422.215 552.127 308.542 455.992 596.292 333.224 501.591 655.927 366.547 561.782 734.638 410.533 640.431 837.487 468.007 742.900 971.485 542.888 861.764 1.126.898 629.750

Nguon: VPD Tap oan CPN FedEx tai TP. HCM

PHU LUC 6 TONG HP SAN LNG PHAT VA NHAN HANG CAC TNH THC HIEN ONG CHUYEN TH TRC TIEP VI TL FedEx
n v tnh: Goi Nam Bu ien Cu Chi Vung Tau Bnh Dng Tay Ninh ong Nai

2003

2004

2005

2006

2007

2008
1.687 5.415 37.901 2.611 26.724

826 1.008 1.311 1.490 1.631 4.197 4.247 4.940 5.387 5.524 12.733 23.536 26.327 30.861 37.090 744 1.615 1.685 1.986 2.561 9.810 13.787 18.230 21.560 26.235 Nguon : Phong tai chnh ke toan TL chuyen phat nhanh FedEx

PHU LUC 7 TONG HP DOANH THU PHAT VA NHAN HANG CAC TNH THC HIEN ONG CHUYEN TH TRC TIEP VI TL FedEx
n v tnh: Trieu ong Nam Bu ien Cu Chi Vung Tau Bnh Dng Tay Ninh ong Nai

2003
23,924 235,225 891,638 30,960 546,550

2004
28,806 235,819 1,661,296 89,411 813,835

2005
44,272 274,593 1,813,472 98,374 1,113,136

2006
73,592 294,286 2,225,856 116,477 1,471,872

2007
80,455 311,128 2,687,369 150,181 1,789,255

2008
83,167 298,809 2,820,010 152,499 1,832,615

Nguon : Phong tai chnh ke toan - TL chuyen phat nhanh FedEx