Source

Demand for the service

A product manufacturing company can produce products based on researching the market's
needs and then sell them to their customers (direct customers, distributors, retailers, etc.)
without having direct contact with customers during the product creation process. Therefore,
the supply of demand for services is an essential source for a service company like Viettel
Post. In terms of service, the corporation can provide the type of service, but it cannot
produce the value of the service until the customer's requirements and needs to utilize the
service are met. In other words, the process of developing a full service must be linked to
consumers, addressing and meeting their demands. As a result, for Viettel Post's postal
service, the "customer" is not only an output partner but also an important input source for
business.

It can be seen that the company's founders quickly recognized the value of service users, not
just as "customers" but also as key "suppliers." They rapidly paid close attention to
consumers, finding ways to keep them interested and content with their postal services.

Although the majority of customers no longer have individual service users, Viettel Post
quickly discovered themselves trading companies, newsrooms, e-commerce enterprises, and
many prospective partners.

Human Resources

Viettel Post frequently hires employees via its website (viettelpost.com) or through recruiting
sites such as indeed.com, timviecnhanh.com, mywork.com.

The establishment of variety in recruiting forms and the relatively thorough selection of
recruitment support units (the majority of the websites utilized by Viettel Post are recognized
and trustworthy websites) demonstrates the company's attention on human aspects and
meticulous resource preparation.

For labor resources, Viettel Post collaborates with several affiliated recruiting sites; it can be
observed that the organization has an ample supply of human resources and is not confined or
dependent on any firm.
Viettel Academy, a Viettel Military Industry and Telecommunications Group unit, is also an
essential source for Viettel Post.

Viettel Post has partners that are professional bodyguard training firms for the role of the
security guard. Still, it will pick a partner, not a fixed supplier, mainly based on the post
office location. Some of them are Thang Long Security Company (Ho Chi Minh City,
Hanoi), Phu Hung Security Company (Dong Thap).

Machinery and infrastructure resources

In terms of location: Because it is a subsidiary of the Viettel telecommunications industry

group, the Viettel Real Estate Company will assist Viettel Post in obtaining postal space,
warehouses, and yards. Where the post office or warehouse site is beyond the purview of
Viettel Real Estate's activities, the supplier must be sought by the Viettel postal corporation
itself.

Network equipment, telecommunications network, and internet

Viettel Telecommunications Company, taking advantage of the two companies' co-

dependence, provides services and equipment related to telecommunications networks as well
as the internet. Viettel Post all have dependable and secure suppliers. Viettel Telecoms Firm
is now the top quality and trustworthy telecommunications company in Vietnam; it is
conceivable that the usage of this supply is a mandate of the parent company, rather than the
result of a supplier selection process and Viettel Post's decision. However, the collaboration
between the two firms is clearly a win-win situation for all parties.

Software, management system resources

Viettel Telecom and Information Technology Solution Center, Viettel Telecom Software
Center, and Viettel Quality Measurement Center. It can be claimed that Viettel Post's input
supply is heavily reliant on these enterprises in the same group, which adds a lot of efficiency
to the supply chain but also inhibits Viettel Post's partner expansion.

Means of transport
The company's heavy truck supplier is ISUZU. The model handed over is a truck model
particularly built for Viettel Post to emphasize the company's brand while also marking the
two firms' partnership.

Stationery

Invoices, packaging, stickers: Viettel Post Printing Factory.

Pen: Thien Long Group Joint Stock Company.

Relationships management

VietinBank and Viettel Post collaborate in various areas, including personnel deposit
collection, co-branded card issuance, salary payment via card accounts, postage payment via
VietinBank POS, payment guarantee services payment, delivery...

Nissan's partner in processing all Nissan spare parts orders across the country is Viettel Post.
The collaboration of these two organizations will aid in delivering Nissan items to clients in
the least amount of time. Furthermore, with urgent orders, consumers might receive the items
the same day. Viettel Post has assisted Nissan in increasing its ability to distribute
replacement parts to consumers to better serve customers due to this collaboration.

Viettel and Zalo are also business partners. Customers who purchase from the Zalo store can
save up to 30% on delivery costs by using Viettel Post.

PVcomBank and Viettel Post inked long-term bilateral service provider contracts,
establishing the most favorable circumstances for partners to save costs, optimize service
quality, and provide customers with convenient goods and services.

Viettel Post is also a partner of Shopee. To further help clients deliver goods, the firm offers
specific incentives for Shopee customers, such as a shipping discount coupon of VND 20,000
for each purchase on promotion days to enhance customer satisfaction.

Furthermore, VeXeRe.com collaborates with Viettel Post to extend payment ways for clients,
delivering better services to all customers across the country. Passengers may pay for bus
tickets more quickly and conveniently at locations closer to home.
Individual consumers play an essential role in Viettel Post's customer structure. There are an
increasing number of online businesses and sellers due to the rapid development of the
internet and e-commerce. With a growing need for postal services, yet it is difficult to find a
strategy to attract this number of prospective clients, the opportunity is also a problem for
Viettel Post.

Make

Manufacturer

The firm possesses a high-quality warehouse system with a total area of more than
100,000m2 in Hanoi, Da Nang, Ho Chi Minh City, Dong Nai, and Can Tho, making it a
suitable site for storing and delivering goods around the country.

Production Process

Step 1: Customers place orders on the Viettel Post system, which is processed by customer
care center personnel who route them to the post office and sales staff lines.

Step 2: The order was passed to the post office, the district branch's customer service center,
or the relevant post office. If the county branch runs the customer service center, the county
branch is still in charge of operations down to the receiving post offices and sales staff lines.
There will be two situations with the order in this step:

For orders that have passed the time limit but have not been processed, the customer service
personnel at the post office is responsible for directing the sales staff to handle the order as
soon as possible.

There is a time limit on the order.

Step 3: The order has been delivered to receive the products. Following the processing of the
order by the customer service center and the district branch to the post office, the customer
service staff at the post office continues to process the charge into the sales staff line. The
salesperson then prints the ticket, or customer service personnel assists in producing the
order, requesting that the salesperson pick up the client's products. Suppose the salesperson is
on the road and unable to print the ticket. In that case, he may verify the address, phone
number, and order data on his smartphone before signing the customer's receipt and the
salesperson's order book.

Step 4a: The order was successfully received. After successfully receiving the customer's
order, the salesperson will update the system's goods receipt status.

Step 4b: Order Rejected (Pending Order). If the order is turned down for any of the following
reasons:

The order contains a prohibited item

The order includes a prohibited item

Customer packaging is not guaranteed

Customers are not at home

Unable to contact the customer

Customers make an appointment to pick up at a later time

The content and weight of goods differ between the actual and delivery note

The sales staff updated the reasons for not receiving the goods in the system

Step 4c: The partner demands that the products be returned. These are the orders for which
the sales personnel cannot obtain the items due to the aforementioned causes. When the
customer has completed preparing, or when the client is at home and requests the salesperson
re-deliver the order.

Step 4d: The order must be canceled by the partner. Customers can cancel their orders using
the system or call the post office directly. In this instance, the buyer cancels because there is
no need to resend the items.

Step 5: Imported orders are sent. Following the successful receipt of the sales personnel, enter
the income into the program to transfer.

Step 6: The order has been canceled and sent at this point. After the salesperson enters the
revenue on the software, if the client decides not to send it any further, the salesperson
cancels the customer's revenue on the software; moreover, it must define titles and tasks that
workers are permitted to cancel orders.

Step 7: The packing order has been sent. Packing and unloading mail orders, mail bags, mail
shipments, and delivery automobile journeys

Step 8: The order has been delivered to the specified address. This order is a delivery post
office or delivery center order, often known as an exploitation center.

Step 9: Orders are fulfilled. The postmaster has been allocated to the sales crew.

Step 10: The order was successfully delivered. Delivered successfully to the receiver and
signed on the sending slip by the recipient

With the official operation of the automatic sorting conveyor system, the package selecting
process at Viettel Post's first exploitation center only requires four staff. Assistance,
decreasing labor by up to 86 percent. The system will reduce the picking and packing
process, optimize the phases of products exploitation, increase labor efficiency, and reduce
shipping time to clients.

Service packages of Viettel Post:

Package shipping service

As a mode of transportation, it can move between 200 and 300 tons each day using a range of
vehicles ranging from tiny trucks to huge trucks. There are four routes:

· Central region route

· Western route

· Southern route

· Northern route

Domestic services

E-Commerce delivery
Viettel Post's service, which evolved from a cash-on-delivery business, will accept, ship, and
express items on time, collect delivery money and reimburse consumers if delivery is
successful.

Express delivery

This service receives, transports, and expresses documentation of commodities and products
by road and air at predetermined times computed by the hour.

Same-day Delivery

As a service of receiving, shipping, transporting, and couriering documentation of products

and things with the greatest priority in delivery services, with a 24-hour standard for the
whole process.

Cost-Effective Delivery

The delivery time for a service that saves paperwork of products and things by road is
measured in days (Suitable for goods that are not too urgent).

Extra service

These are services that complement Viettel Post's delivery to serve better and satisfy the
demands of consumers. Comprises:

Delivery notification: When delivering data, delivery notification is a service that must
confirm the receiver's information and return it to the sender.

Hand delivery: A service that the sender requests that the service provider gives to the
receiver with the sender's name and address.

Refund: A service requested by the sender to return the merchandise.

Co-checking: a service that provides a complete count of the contents of a mail package from
reception to delivery.

Clerk: a service provided by the sender that requires the recipient to sign the document
contained in the item and return it to the sender.
Delivery service to collect money: The service that the sender entrusts to Viettel Post to
collect money from the recipient while delivering the parcel and refund it to the sender.

Storage: packages are held at the post office after the delivery time restriction has expired for
delivery at the customer's request. This service applies to all parcels returned to the receiving
(original) post office after the return period for sending customers has elapsed.

High-value goods: Camcorders, laptop computers, mobile phones, and other high-value
items are examples of high-value goods. Price + 2000VND/kg

Delivery at transaction points: Parcels will be delivered to clients at Viettel Post's direct
transaction locations based on their request. Viettel Post's direct transaction point is the
headquarters of all post offices and businesses countrywide.

Timed delivery: the service is supplied on time as requested by the customer. When
broadcasting, the receiver must be informed ahead of time.

International service

Fast international delivery: A service provided by Viettel Post in collaboration with TNT
global delivery firm

DHL Designated International Shipping: Viettel Post collects and connects consumers'
requests for overseas delivery businesses.

Logistics service

Package Transport Service: A service that transports packages from one location to
another.

A fixed-route quick freight service: Customers in need can use the partner MyGo to request
pickup/delivery at their address.

Full-time Transportation Service: As a mode of transportation, it can move between 200

and 300 tons each day using a range of vehicles ranging from tiny trucks to huge trucks.

Fulfillment of Warehouse Services: A warehouse leasing business that transports items in

order to reduce the cost of manufacturing, transportation, and distribution.
Freight Forwarding Service: A service that collects and transports items by road using
Viettel Post's mail routes.

Forwarding Service: Viettel Post coordinates the receipt and rotation of items from the
manufacturer to the endpoint for clients in need as a service.

Customs Service: Viettel Post's responsibility is to carry out import/export processes on

behalf of the owner of the goods at the customs clearing stations specified by the owner of
the goods (domestic or foreign).

How Viettel Post ensures that customers are always satisfied with their service

Viettel Post officially departed the competitive aspects at the end of 2016. Instead of seeking
competition difficulties, Viettel turned to serve customer demands, keeping customer wants
as an essential element in mind while striving.

MyViettelPost is a customer assistance program that Viettel Post utilizes on mobile devices
running the Android and iOS operating systems. Simultaneously, the My driver application
was introduced to give sales and driving employees expert assistance.

Currently, all of Viettel Post's sales employees utilize smartphones (smartphones) to install
software that allows them to enter delivery slips and delivery bulletins directly at the
customer's address.

Viettel Post is the first delivery firm to publish real-time delivery to clients through this
application. Sales employees may also serve consumers at the best distance possible owing to
smartphones and the Global Positioning System.

Evaluate service quality via My ViettelPost app

My Viettel Post has developed the Assessing Delivery and Receiving Staff function, a tool
for identifying limits that must be solved. Customers are happy with the assessment and
reflection after using the service, and Viettel Post may calculate the level of satisfaction of
each customer, from which there are suggestions to solve the issues through the function. in
relation to service quality

Customers have two options for rating the Delivery/Receipt postman:

Method 1: Make an evaluation using the MyViettelPost system's notification app when the
postman gets the order or when the order has been given to the postman to deliver.

Method 2: Conduct a review by going to the Order details part of the website's "Order
management" section or the "Orders" section of the ViettelPost app's "Orders" section.

What tools or solutions to avoid errors and even loss of products, personnel, costs in
providing services?

Viettel Post has raised its charter capital, focusing on human training and digitizing the
logistics system to become the No. 1 delivery firm in Vietnam based on high technology.

Logistics Automation Center

This facility uses several current technologies in operation and monitoring with two primary
centers, a split select center and a fulfillment center (Order fulfillment center), saving 91
percent of human resources.

Fulfillment center

Viettel Post offers a wide variety of services, including warehousing, warehousing, order
processing, labeling, shipping, sorting, and transportation utilizing AGV robot technology.
Using the optimum path, automatically organize products and send orders.

Viettel Post's smart warehouse project uses IROCO's technology.

An intelligent warehouse system consists of six operational stages, the majority of which are
performed by robots:

(1) Move products from the input to the gathering location

(2) Move goods from the ground to the intelligent racking system

(3) Place orders on smart shelves

(4) Move a group of goods from the shelf to the packaging location

(5) Pack goods - the robot self-packs and labels.

(6) The auxiliary conveyor system moves commodities from the warehouse to the sorting
system by rotating them.

IROCO's solution consists of four components:

Intelligent warehousing system

It saves space up to 40% and warehouse transportation efficiency up to 70% with the design
of robust frame racks and the Pallet Shuttle robot, reducing operational expenses by
conserving labor and minimizing expenditures. Errors caused by humans

Autonomous AGV (Moving Robot):

Self-propelled robots capable of lifting, hauling, or carrying things will be an excellent

alternative for moving goods in interior warehouses such as Viettel Post's warehouse.
Commands are communicated, and the AGV robot is deployed via interaction with the SIS
software. On the other hand, the program reports the status of your items.

Automated delivery mechanism

Automatic receiving/returning station having the primary purpose of receiving or returning

items from moving robots (AGV/AMRs), sorting and storing information based on the kind
of goods, and 2-way interaction with IROCO SIS software through a wifi connection.

Administration software SIS IROCO

IROCO SIS (Smart Intralogistics System) is a software system built entirely by IROCO to
manage Smart Warehouse systems, AGV robot systems, and AMRs. IROCO SIS
communicates two-way with other system devices such as intelligent warehouse systems,
moving robots (AGV/AMRs), automated receiving/returning stations (like a server), and
WIFI-connected devices.

Splitting and selecting center

The automated sorting conveyor system can sort 42,000 packages per hour. Viettel Post owns
and operates the only system in Vietnam that combines and automatically splits products
weighing up to 50kg and tiny goods on the same split scenario.

Automatic parcel picking and sorting line

Barcode recognition technology and image analysis automatically implement the selection
and division line with breakneck speed and high accuracy. – Picking capacity up to 18,000
parcels/hour – Parcels will be automatically divided into each output district after being
placed in the sorting line.

Provide production management equipment, such as a surveillance camera system, to assist

production and selection safety and security.

Automatic conveyor belts exploit and divide 90-95 percent of the output. Viettel Post's
automated sorting conveyor is currently the only conveyor belt in Vietnam that can separate
and choose goods weighing up to 30kg. According to Viettel Post, the division and selection
of shipments decide 80 percent of the service quality of the parcels. Adopting an automatic
parcel picking line will reduce the overall package processing time by 4-6 hours.
Additionally, the rate of damage to goods and shipments is significantly decreased. The
facility also employs AI technology to monitor the one-of-a-kind 1-in-1-out operation flow
and recognize persons entering and exiting automobiles. An automatic warning system
detects smoke, fire, and explosion in the warehouse.

The method of "blinding" the scanner's eyes

By "blinding" the scanner's eyes, it will be feasible to combine the division of small and
heavy items on the same system, the same split scenario to solve the complex handling of
heavy goods. In contrast, the number of heavy goods accounts for 40%. The system can only
divide and select commodities weighing less than 30kg; more oversized goods must be
handled manually before being sent to semi-automatic conveyors.

For tiny objects, the sticker will be concealed beneath the surface and regarded faulty. Large
packages will not necessitate the use of impact. The goal of this method is to "deal" with the
scanner. Machine-readable boxes will slide down; the robot will not reverse unreadable
packages and will automatically move to the higher conveyor belt. Because the scanner does
not need to read "faulty" packages, it does not cause the conveyor belt to slow down. They
simply need to sustain the conveyor's weight increase from 3 kg to 4 kg.

Handmade slide technology

The trough has a production cost of only 18 million dongs. Still, it can adequately meet the
delivery of products while also holding a significant volume of items before being loaded
onto the truck. Saving more than 41 outputs for the towing system to the vehicle were saved,
with each production valued at 600-700 million, which is massively more extensive than the
total cost of the production chain,

Using the physics principle: Potential energy must be converted into kinetic energy. The very
long chute, which does not have an engine, guides the items from above to slide down into
the truck at a 20-degree angle.

Return

Return and exchange policy for goods: The following situations are covered under the
goods return policy:

Delivery was halted owing to:

- The receiver's appointment lasts longer than the stated number of days (05 days
including the initial delivery date), or the recipient cannot be reached during this
period, except Sundays and holidays.
- Unable to reach the receiver for three days in a row (subscriber does not pick up the
phone, the subscriber does not exist, etc.)
- The receiver actively refuses to accept the items (exact phone number and name of the
recipient)
- The receiver wanted to see/check the items, which did not match the sender's note
when making the order. • The order will be moved to return status and kept at the
delivery warehouse within 24 hours, so the sender can request re-delivery (charges
apply). If no requests are received after this period, the order will be returned to the
sender.

Payment process

Step 1: The postman contacts the consignee to pay for at least three calls if the receiver does
not pick up the phone or cannot be reached. If the postman cannot be reached, he will leave a
message for the receiver.
Step 2: Return the items within 03 days of the initial return; if the return is unsuccessful after
03 days, the shipper must contact the call center within 30 days of the final return to receive
the goods instructions for delivery. After 30 days of waiting for it to be returned, Viettel Post
will be excluded from all liability for reimbursement of damage or loss of that order.

* By default, the products will be returned to the pickup place, and if the client cannot be
contacted, Viettel Post will deliver/pick up/return at least once per day if the customer has
made no additional requests. If the client doesn't contact Viettel Post, they will only provide
continuous support for three days before switching to return the products.

Policy on Goods Compensation

Return policy when goods are lost for customers using goods insurance service

- Paying out 100% of the worth of harm to consumers who use goods insurance
services.
- Maximum insured value of one postal item is one hundred million VNĐ (the value of
goods is more significant than 100 million, customers buy insurance by themselves
from insurance companies).
- Note that all of the items are of the highest quality. If no invoice is available, the price
statement must be utilized.

Goods refund policy when goods are lost for customers using cash-on-delivery service

- Customers that use the Cod service will be paid up to 100% of the collected money
minus profits, but not more than 30 million VND/post. For orders with a value more
significant than the COD amount for which the sender wishes to be reimbursed in full,
the price declaration service or insurance for excess COD value must be used.
However, the total compensation value cannot exceed 100 million VND / postage.
- It should be noted that the original unit has a written agreement to pay for the
maximum discount depending on the postal item's input value.

Goods return policy when goods are lost for customers who do not use goods insurance
service

The contract signed by both parties determines the value of reimbursement for goods when
the client does not utilize the cargo insurance service.
 - For postal products, consumers can offer documentation showing the damage value
(finance invoices, bank transfer documents with bank confirmation, or sales contract)
to reimburse 50% of the damage value, but no more than 30 million VND per postal
item.
- For postal products that do not offer documentation confirming the worth of the
damage to the domestic mail service, reimburse four times the freight (including
repayment of utilized service costs).
- For international postal articles, return freight and compensation are calculated at 09
SDR/kg, but not less than 30 SDR/item for things delivered by air, and 05 SDR/kg for
products transported by other means.

In the event of no compensation

- Damage happened only due to the sender's breach of contract or as a result of the
item's inherent nature and faults.
- The sender cannot prove delivery and has misplaced or damaged the goods.
- The item was successfully delivered, and the recipient had no remarks upon receipt.
- Postal products are confiscated or destroyed in accordance with Vietnamese law or
the legislation of the receiving nation;
- The sender fails to follow prescribed complaint and dispute resolution procedures.
- Cases of force majeure as defined by law

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VIETTEL POST RA MẮT CHỨC NĂNG ĐÁNH GIÁ CHẤT LƯỢNG NHÂN VIÊN
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VIETTEL POST RA MẮT CHỨC NĂNG ĐÁNH GIÁ CHẤT LƯỢNG NHÂN VIÊN
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