Vận chuyển quốc tế tại TM Forwarding

ACKNOWLEDGEMENT
After nearly four years in National Economic University, especially in International
Business specialization, I have acquired paramount knowledge related to economy in
general as well as international business management, logistics and supply chain in
particular. In addition, I have also gained essential experience from professors and
lecturers of National Economic University.
To establish this report, I have received supports from many professors, teachers and
lecturers. I really appreciate these supports and I would like to send my sincere thanks to
all professors, teachers and lecturers, especially Associate Professor Ta Van Loi for
supporting me.
Simultaneously, I would like to send thanks to Mrs. Elena Lien – Office Manager of
T&M Forwarding in Hanoi and Mr. Andrew Huong – Sale Department for helping and
advising me. Besides, I am grateful to supports from other staff of Sale Department as
well as T&M Forwarding during the internship.

Hanoi, December 2021

Dao Yen Nhi


TABLE OF CONTENT
INTRODUCTION
Chapter 1: OVERVIEW OF T&M FORWARDING
1.1 Basic information
1.2 History of formation and development
1.3 Features
1.3.1. Organizational structure
1.3.2. Services
1.3.3. Markets/Customers
1.3.4. Partners
1.3.5. Resources

Chapter 2: BUSINESS RESULTS AND PERFORMANCE OF COMPANY
2.1. Business results and performance
2.2. International activities
2.3. Business environment
2.3.1. Internal factors
2.3.2. External factors
2.4. Evaluation of business performance
2.4.1. Success
2.4.2. Limitations
2.4.3. Causes
Chapter 3: BUSINESS ORIENTATION
3.1. Opportunities and Challenges
3.1.1. Opportunities
3.1.2. Challenges
3.2. Business Orientation
3.3. Recommendation


CONCLUSION
References
Appendixes


INTRODUCTION
Nowadays, in the context of globalization, global logistics have more and more
paramount importance with a mushroom increase. In 2007, Vietnam became a member of
WTO that develop and consolidate the position of Vietnam in foreign trade. Logistics in
Vietnam in particular and all over the world in general have witnessed a huge
improvement in 2020 despite the boom of Covid-19 in many countries leading to
enormous consequences in global economy. Although Vietnam was one of countries

which well controlled the pandemic, this nation was still negatively affected by Covid-19,
yet the total number of exported goods had a tendency of increasing.
International transportation has two main types including sea freight and air freight. Sea
freight experienced a significant change because during Covid-19 pandemic, foreign
trade still needs to be continued and this type of transportation is the most cost effective.
Besides, air freight suffered the most serious decrease since the number of passengers and
goods declined dramatically. The International Air Transport Association (IATA)
published financial potential for global airfreight industry and indicated that profits of
airlines decreased 84.3 billion USD in 2020. The significant decrease in airfreight
resulted in the increase in transportation charge in 2021.
Being a forwarding company, T&M Forwarding Company Limited flexibly adapts to
change of global context and develops quality of services in order to show reputation
based on a great deal of experience and charisma with customers as well as partners.
Being a part of logistics, T&M Forwarding also has to contend with many difficulties and
challenges from rivals in forwarding field. However, the company still tries their best to
develop and contribute to the global logistics as well as help domestic economy thrive.
This report will indicate services, organization, some features of this company as well as
some recommendation for the development of T&M Forwarding.


Chapter 1: OVERVIEW OF T&M FORWARDING
1.1 Basic information
- Full name: T&M Forwarding Company Limited – Hanoi Branch
- Form of company: Limited company
- Address of main office: Pearl Plaza Office Tower, 17/F 561A Dien Bien Phu St.,
Ward 25, Binh Thanh District Ho Chi Minh City – VIETNAM
- Address of Hanoi branch: Floor 2 nd, Hanoi Toserco, 273 Kim Ma street, Giang Vo,
Ba Dinh district, Hanoi City - VIETNAM
- Telephone number: (024) 35147047
- Website:

- Email:
Vision: T&M Forwarding has a determination to be an enterprise providing services
related to Logistics combined to changes in digital age.
Mission:
-

To be the top company in the field of forwarder, providing the best services to
customers who have demand to import and export

-

To be a trustable and charismatic forwarder

-

To have a well-trained human resource

T&M Forwarding has been one of the most charismatic and leading enterprises in freight
forwarding in Vietnam thanks to being sensitive to changes in the market, quickly
grasping the development trend of the industry and the world.
T&M Forwarding has an agent system stretched around the world to enable them satisfy
all of the shipping demands of local and international customers, with the main office in
Ho Chi Minh City and three regional branches. T&M Forwarding is prepared to deliver
door to door, regardless of geographical location, for both small orders and large
shipments from Vietnam to any nation in the world.


T&M Forwarding is an international freight forwarding company with excellent courier
capabilities to numerous countries. They send two-way bulk items to all nations by
combining several forms of transportation to assist consumers save time and money.

Customers can trace their shipments in real time using their comprehensive tracking and
tracing technology.

1.2 History of formation and development
T&M Forwarding was founded in 1996 with a lot of experience within 25 years, the
company can affirm their reputation and position in the field of freight transportation as
well as global logistics. Besides the main office located in Ho Chi Minh city, T&M
Forwarding has three other branches that are in Hanoi, Hai Phong and Da Nang with a
diversity of partners all over the world to supply a wide range of allocation for both
domestic and foreign customers. T&M Forwarding is willing to provide services to
customers
In 3 years recently, T&M Forwarding provides cross-border E-commerce moving
solutions for clients who want to sell on the world's major e-commerce platforms, such as
Alibaba, eBay, and Amazon, to mention a few. This service is a unique option that allows
consumers to save up to 50% off the overall cost when compared to standard delivery.
Aiming at a logistics provider combining 4.0 technology, T&M Forwarding focus on
technology as well as human resources in order to ensure the best services, satisfy all
demand of customers in the fastest and the most professional way.
T&M Forwarding constantly pays attention to each shipment and individual industry
demand in order to offer value-added services based on the shipping needs and budgets of
its customers. They are in charge of managing goods suppliers, goods management,
labeling, packaging, collecting products, services connected to papers and customs
clearance, package shipment, and door-to-door delivery.
1.3 Features
1.3.1. Organizational structure
T&M Forwarding has a main office in Ho Chi Minh City with three branches located in
three big cities of Vietnam included Hanoi, Hai Phong, Da Nang. Each office has the
same structure with departments: Administration department, Accounting and Finance
Department, Sale Department, DOC Department and Operation Department.
Sale Department is divided in to Sales and Customer Relationship. DOC Department is

divided into Air freight and Sea freight. Meanwhile, Operation Department includes
Manifest and Operation.



* Function of each Department in Hanoi
- Office Manager: has responsibility in terms of the law of Hanoi branch, make decisions
related to business strategy, market scale, developing and investing plans, etc. In addition,
the office manager has to operate monthly meeting and analyze performance of Hanoi
office as well as report profits and performance to the Chairman.
- Administration Department: has responsibility for recruitment and training activities to
ensure the quality and skills of employees. At the same time, this department has to solve
problems related to human resources, ensure the rights and responsibility of each worker.
In addition, this department is responsible for analyze factors affecting salary and
commission in order to pay the most appropriate income level for employees.
- Accounting and Finance Department: has responsibility to enter the account for import
and export goods, cross check important document to report errors on time, deal with
problems related to bills, documents, cash flow of the company. In addition, this
department has to gather and analyze data precisely to provide to other departments in
order to make suitable plans and strategy, contact banks to solve problem related to Letter
of Credit or Telegraphic Transfer during International transaction. Moreover, they update
the rate of exchange during a day and a week to convey appropriate changes. They are
also responsible for pay taxes for the company.
- DOC Department: Check document required for import, export transportation, comply
with all the necessary formalities for seller/buyer or shipper/consignee and other
requirements in foreign trades for customers.
- Sale Department: look for target customers and introduce services of the company.
Contact to foreign partners/agents included in foreign trade, work with Forwarder/Lines
to have more information about charges and services of each transportation. After looking
for customer, Sale Department has to sign contracts, open international transaction and

arrange transporting schedule for customers, keep contact and support customers during
transportation process such as loading, trucking and documenting, receive requirements
of Lines, ICD/Terminal/Depot about containers/boat/airplane.
- Operation Department: Check the information of goods, apply correct tax code, be
responsible for delay or complaint of customers/agents/Lines. In addition, this department
has responsibility to do manifest, customs clearance and other procedure to import/export
1.3.2. Services


- International Courier: T&M Forwarding offers international courier services from
Vietnam to over 130 countries and territories worldwide, receiving and delivering all
sorts of mails, documents, items, and packages in big and small numbers. We service all
of our clients' delivery needs to every place in the globe through a network of over 700
significant agents in more than 130 countries globally.
- E-commerce logistics: Their usual clients are vendors on the current top e-commerce
platforms such as Amazon, Alibaba, eBay, and so on. T&M Forwarding, with the benefit
of integrated logistics solutions and cutting-edge technological applications, transports
items from senders to receivers all over the globe at the most affordable cost and in the
time it takes for conventional delivery service. Package delivery by T&M Forwarding
involves receiving items from client facilities in Vietnam and transporting them to
Amazon FBA warehouses in North America, Canada, India, and Australia. In tandem, the
shipping service to Alibaba's warehouse and the shipment of retail orders for eBay, Etsy,
and Shopify sites are available.
- Project cargo: They have over 22 years of expertise in local and international project
cargo, with a great competitive edge in transporting commodities by sea and air. They
have reinforced their image in the market via their consumers who have accompanied
them throughout the company's operating time, including local and overseas customers,
by providing rapid, safe, and cost-effective service.
- Consolidation: T&M Forwarding is a pioneer in the provision of consolidation services,
particularly direct exports to the United States. Customers have saved up to 25% on

transportation expenditures and have greatly decreased travel times as a result of these
services. Their weekly products collection service to Canada is the market's earliest and
quickest. T&M Forwarding is a member of the World Goods Alliance and Atlas Line
International's sole representative in Vietnam.
- Warehouse services: T&M Forwarding long-term and short-term storage services,
picking up and packing, warehousing and distribution, and inventory management. They
are, in particular, implementing packing and labeling items in accordance with Amazon
FBA requirements, which is helping to improve Amazon FBA transportation service for
sellers in Vietnam.
- Customs clearance: With a qualified customs agent certificate and a team that knows
regulations and procedures, the organization provides customs clearance services
nationwide. In the case of an import – export cargo, a lack, delay, or error in the
document will have a significant impact on the delivery of products, incurring several
expenditures and interfering with the production operations of associated parties.
Customs processes for a cargo change by nation and region, thus it is critical to grasp
local legislation and policies. Customers can employ T&M Forwarding's clearance


services and package services for shipments independently, including storage, packing,
loading and unloading, transportation, customs clearing, and delivery. Their
comprehensive service provides cost-cutting, promptness, and the safety of their clients'
goods.
- Logistics management: With the global market highlighting the necessity of effective
supply chain management, T&M Forwarding offers comprehensive logistics management
solutions to firms in order to create a competitive edge and boost operational efficiency.
They provide package services such as delivery, warehousing, products storage, parcels,
distribution, and customs clearance. Customers not only save money and time for
speedier delivery activities, but they also reduce product risks and better manage
customer inventories.
1.3.3. Markets/Customers

T&M Forwarding provides cross border E-commerce for all customers in online
shopping platform such as Amazon, Ebay, Alibaba, Shopify. In terms of foreign trade,
T&M Forwarding support customers transport goods and freight to all countries all over
the world with some main markets including USA, Canada, Europe, China, Japan, to
name but a few.
1.3.4. Partners
T&M Forwarding support customers to import/export goods from/to all nations in the
world by combining diversity of transportation including sea freight and airfreight. They
have many partners that are airlines and shipping lines

1.3.5. Resources


Human resource of T&M Forwarding is young employees with many experiences. In
addition, they are enthusiastic, motivated, energetic and creative as well as professional.
About education performance, 27% of employees took part in postgraduate, and all of the
left employees graduated from universities. 46% of staff are at the age under 30, the age
from 30 to 40 makes up 7% and only 2.25%

Chapter 2: BUSINESS RESULTS AND PERFORMANCE
OF COMPANY
2.1. Business results and performance


(Source: Accounting and Finance Department of T&M Forwarding)
Table 2.1 illustrates the sale density of T&M Forwarding from 2018 to 2020. Overall,
among 3 years, 2019 witnessed the highest sale revenue and sea freight remained the
position of top service in this company. Besides, the service of air freight experienced a
significant increase with the highest revenue of 2,953 billion VND in 2019. In the same
year, revenue of T&M Forwarding reached a peak of 8,567 billion VND.

During 3 years, air freight and sea freight decreased slightly while E-commerce
witnessed a dramatic growth of approximately 9% (from 12.41% to 21.3%). T&M
Forwarding focus on lines to America, Europe by sea. Nevertheless, air freight also was
one of the main service of the company since customers prefer this service thanks to its
speed and convenience.

This table compares the number of imported and exported goods by air of T&M
Forwarding categorized by types of products from 2019 to June 2021. Overall, total
amount of transported goods experienced an increase after two years. Looking for more
detail, garment and agricultural product made up more than half of total transported
goods. Garment, agricultural product and others grew up after 2 years while machine and
electro-mechanics witnessed a decrease.


According to figures in table 2.3, 2020 witnessed the highest amount of
imported/exported goods. Asia was always the largest market while America accounted
for a smaller proportion. In 2020, total amount of transported goods in Asia decreased by
2.7% to 40.6% and declined by 4% in 2021 to only 36.6%. Americas experienced the
same trend when decreased by 1.5% in 2020 and 3.5% in 2021. In contrast, foreign trade
in European market developed significantly when increasing from 22.5% to 26.7% in
2020 and to 34.2% in the first five years of 2021. Based on this table, we can see that
T&M is developing in all markets and Asia as well as Americas are potential markets.

2.2. Business environment
2.2.1. Internal factors
Infrastructure and Devices
Infrastructure and devices of forwarder include office, warehouse, transportation. In order
to participate in import and export freight forwarding activities, especially in the current
containerization conditions, the forwarder needs to have an infrastructure with modern
equipment and machines to serve the consolidation of goods. , prepare and inspect the

goods. With the strong development of information technology, the forwarder was able to
manage all his activities and information about customers and goods through a computer
system and using an electronic data transmission system. (EDI). With modern
infrastructure and equipment, the forwarder will get closer and closer to the needs of
customers and maintain long-term relationships.
Capital
With infrastructure and equipment, incomplete and incomplete machinery will cause
difficulties and obstacles to the process of goods delivery. However, to be able to build


infrastructure and own modern equipment, the forwarder needs a huge amount of capital
investment. However, the forwarder does not always have abundant financial capacity.
Therefore, with limited financial resources, the forwarder will have to think carefully to
build effective technical facilities in addition to renting or co-owning with other
businesses the machinery and specialized equipment.
Human Resources
One factor that has a significant influence on the professional process of importing and
exporting goods by air is the qualifications of the operator as well as the person directly
involved in the process. Whether the freight forwarding business takes place in the
shortest time to bring the goods to the required place of the customer depends a lot on the
qualifications of the people involved directly or indirectly in the process. If the process
participants have knowledge and experience in this area, they will process the
information obtained in the fastest time. Not only that, the quality of the goods will also
be guaranteed due to the experience of making goods with many different types of goods.
2.2.2. External factors
International law environment and Customs clearance
The scope of import and export freight forwarding activities involves many different
countries. The legal environment here needs to be understood as the legal environment
not only of the country of goods being sent, but also of the country of goods passing, the
country of goods being sent to and international law.

Any change in one of the above legal environments such as the issuance or approval of a
Government circular or decree in one of the above countries; or ratification, through an
international convention will also have the effect of limiting or promoting import and
export freight forwarding activities. National laws as well as international conventions
not only regulate the concept and scope of activities, but more importantly, it clearly
stipulates the obligations, responsibilities and rights of the participants in the forwarding
industry. Therefore, knowing about different legal sources, especially those of other
countries, will help the forwarder to do the job in the most efficient way.
Political and social environment
The political and social stability of each country not only creates favorable conditions for
that country's development, but also is one of the factors for other countries and foreign
traders to transact and cooperate with other countries
Changes in the political and social environment in the countries involved in forwarding
activities will greatly affect the process of importing and exporting good. For example, in
a country where there is an armed conflict, it will not be possible to receive and deliver


the goods to the airline/shipping lines or to deliver and receive the goods to the consignee
or the shipping has to change its route (if it is a passing country). Political and social
changes will be the basis for building force majeure cases and immunity from
responsibility for the forwarder as well as the carrier.
Technological advancement
Rapid technological innovation in air transport has continuously improved the quality of
air services, reduced operating costs, impacted the seat capacity of airlines around the
world, and appeared in demand. Financing to buy new aircraft.
This effect was achieved first of all thanks to the development of the jet engine. Today,
more and more new generation aircraft are born that are much more modern than the
previous generation aircraft. These aircraft have the best technical and economic
indicators, are easy to use for the pilot, and earn the increasing trust of customers with
increasing requirements. The application of new materials in aircraft manufacturing,

improvement of the design of the passenger cabin, reduction of noise when operating the
aircraft, fuel savings... along with the application of new information technology in the
aircraft. The construction, operation and maintenance of aircraft has given the air
transport industry a new face in the world transport industry.
Market competition
T&M Forwarding is under a lot of pressure on influencing factors, especially competitor
factors, which directly affect the company's business activities. According to statistics,
our country currently has more than 3,000 large and small enterprises operating in the
field of logistics. This number is similar to countries such as Malaysia and Singapore,
however, most businesses operate on a small scale. Therefore, the market share in
Logistics has extremely fierce competition between pure Vietnamese small and medium
enterprises and large foreign enterprises.
However, T&M Forwarding with 25 years of industry experience also has a certain
number of loyal customers. However, the number of import-export enterprises in Vietnam
is still a lot that T&M Forwarding has not fully exploited, the number of import-export
companies exploiting is only a small number. Moreover, competition between shipping
lines and airlines in many forms reduces price competitiveness; or you can refer to the
volatility of the exchange rate that changes every day. Finally, it is impossible not to
mention that customs procedures are still cumbersome, causing many difficulties for
import and export activities.
Characteristics of commodity
Each commodity has its own characteristics. For example, agricultural products are
perishable goods, easy to change in quality, while machinery and equipment are often


bulky, large in volume and size. It is these particular characteristics of the goods that will
dictate how to pack, load, unload, and tie the goods in the correct manner, suitable for
each type of goods to ensure the quality of the goods during delivery and receipt freight.
Besides, each different type of goods with unique characteristics will require different
types of documents to certify their quality and quality. Depending on the requirements of

the customs office or according to the set of payment documents specified in the L/C, the
forwarder will have to prepare the appropriate documents.
2.3. Evaluation of business performance
2.3.1. Success
T&M Forwarding Co., Ltd. has gained certain achievements in the field of operation and
forwarding. Over the past 25 years, T&M Forwarding has created core values to develop
the best service to its customers. Thanks to good service quality, highly specialized
knowledge and well-trained staff, T&M Forwarding Co., Ltd. has become a permanent
member of international logistics alliances such as FIATA, WCA, ATLAS. In addition, at
home, T&M Forwarding is also an active member of the Vietnam Logistics Service
Association (VLA), along with members of the Association to build and promote the
development of the service industry. Logistics in Vietnam.
Besides, with the prestige and professionalism of customers, T&M Forwarding Co., Ltd.
has brought its services to nearly 10,000 customers, and also connected and expanded its
network of more than 700 partners in more than 130 countries worldwide. Most
especially, T&M Forwarding is Amazon's 3PL Logistics partner with the mission of
supporting and developing the Amazon seller community in Vietnam.
In addition, T&M Forwarding is also proud to be the only company in Vietnam using
today's leading Logistics management software - CargoWise One, besides multinational
corporations in the world. Thanks to the use of intelligent and advanced software, the
process of document delivery, shipment management saves time as well as increases the
productivity of the company's employees.
2.3.2. Limitations
Freight forwarding and export transportation by air of T&M Forwarding Co., Ltd. are
affected by many activities as well as different factors. Therefore, going into the analysis
of those influencing factors will help find out the favorable effects as well as the
difficulties from the above factors to be able to develop more.
Marketing
In the era of 4.0 technology development, technology helps businesses a lot in promoting
services and communicating with customers. Right from the early days of company

establishment, T&M Forwarding had its own website for customers to easily find out
information. The company website is written in English so that international partners can
also read and refer. In addition to the website on the company, there is also a Facebook
social account to connect businesses in the same industry. However, marketing activities
of T&M is not efficient. Sale departments have to put effort to find customer by
themselves because reputation and popularity of T&M Forwarding is not large enough
for customer to know and book service from T&M Forwarding.
Price
T&M Forwarding Co., Ltd. has 25 years of experience in the industry, which corresponds
to a lot of good relationships with shipping lines and airlines, which is also a factor that
directly affects quotes. In the business environment, there are thousands of companies
that provide transportation services and declare not only Logistics companies. Therefore,
T&M Forwarding is under a lot of pressure from competitors, which directly affects the
company's service business. If the quotation is competitive compared to other service
providers, the customer's psychology will change to see the quality of the service.
2.3.3. Causes
In terms of marketing, T&M Forwarding does not have Marketing department so they
cannot centralize this specialization. Although they have built websites to provide and
introduce transportation services to customers, the website's operation is not effective.
Besides, the marketing in the industry is limited leading to limitation of campaign and
some marketing activities.
In terms of price, with the current need for economic integration and development, many
competitors in the same industry have appeared in Vietnam so the competition on price
and quality is very fierce. The logistics market, providing transportation and forwarding
services, is increasingly competitive, with many potential competitors, which is one of
the reasons why companies need to strengthen their operational capabilities, develop
strengths, its advantage.
In addition, in recent years, business risks such as: risk of exchange rate fluctuations, risk

of customer payment, risk of legal changes related to industry, etc. significant impact on
the situation and orientation, objectives and structure of the company's business
activities; requires the company to have flexible responses to those risks. Simultaneously,
the lack of synchronization in facilities also makes the service and business process
difficult and behind schedule, especially compared to trading partners.


Chapter 3: BUSINESS ORIENTATION
3.1. Opportunities and Challenges
3.1.1. Opportunities
Vietnam has many potential for developing sea transport such as: long coastline with
more than 3,260km of coastline, many deep-water ports, border with China, Laos,
Cambodia; interlaced river system and road system along the country, being in the
position as a railing overlooking the sea. The development of sea transport is inevitable,
so Vietnam has great potential in developing sea transport and other services related to
the sea.
The government plans to help Vietnam becoming a powerful maritime nation by 2030,
increasing the maritime sector's contribution to GDP to 10%. Furthermore, the
government aims to increase the contribution of 28 coastal provinces to Vietnam's
economy to 65% - 70% in the coming years, compared with only about 60% in 2017. In
addition to the maritime system long, developed road network throughout the country,
many systems of highways and international airports have been advocated for
construction. The system of warehouses, ports and yards is invested. Foreign investment
capital to develop infrastructure and capital sources from NGOs supporting Vietnam is
increasing, the service sector is being interested in developing, forwarding activities have
started. attracting the attention of State management levels as well as domestic and
foreign enterprises.
In the cause of industrialization and modernization of the country, the exchange of goods
between our country and the world is growing strongly, foreign investors strengthen joint
ventures and association with Vietnamese partners. In the construction of export

processing zones, factories, seaports, airports as well as many other projects... that is a
great opportunity for Vietnam to develop freight forwarding services.
In terms of airfreight, In Vietnam, in recent years, due to the increasing importance of the
state, more interested in foreign economic activities, so the volume of imports and
exports increasing, creating favorable momentum for forwarding services in general and
delivery airfreight in particular developed. In order to create favorable conditions for the
rapid development of the freight forwarding service industry, the Government has
advocated the construction of large transport corporations such as: Maritime Corporation,
Aviation Corporation... in which multi-industry business is allowed.
3.1.2. Challenges
Since joining the WTO, besides the regulations that benefit this industry, there are also
many regulations that the forwarding industry must comply with. Accordingly, Vietnam


will allow maritime service companies with 100% foreign capital to operate equally in
Vietnam. This will make Vietnamese businesses face stiff competition at home, besides
increasingly demanding customers are no small challenges for freight forwarders. Our
delivery service provider is still very small, fragmented, unfairly competitive businesses,
ready to cut prices to entice customers. This is a bad precedent, creating conditions for
foreign enterprises to "jump" into exploitation, threatening the development of Vietnam's
fledgling forwarding industry. In addition, Vietnam's freight forwarding service is
relatively cheap, but uncertain service and underdeveloped local forwarding companies
have made it more difficult to dominate the domestic forwarding market.
With a patchwork of human resources, both lacking in quantity and weak in quality, this
service industry hardly has the opportunity to compete equally with reputable foreign
competitors. In addition, the custom of buying CIF and selling FOB leads to domestic
enterprises only exploiting transportation and insuring from 10% to 18% of imported and
exported goods.
In Vietnam, initially the State encourages free development, so too many transport
companies compete, leading to dumping and causing instability in the market.

3.2. Business Orientation
3.2.1. Strengthen reputation and company culture
T&M Forwarding pursues an image of a dynamic and professional company with good
service quality. Based on its strengths, using leading management software and
understanding local customs, T&M Forwarding hopes this will become a high-class
brand in the Vietnamese market and a familiar brand in the region of America, Europe,
India, Japan, Korea, Southeast Asia, China.
Personalize the company's brand through corporate culture of the company, using
customer-friendly language, sharing the story behind the company's work. Not only that,
it is from each employee who understands and always contributes to the development of
the company's cultural values.

3.2.2. Enhance quality of human resources
An extremely important factor and plays a decisive role in the success or failure of a
business organization is the human factor. Having a team of skilled human resources,
with a high sense of responsibility for the job is the goal that T&M Forwarding Co., Ltd Hanoi Branch is aiming for in the long term.
Hanoi branch is in the process of dividing teams, each team will have about 3-5 people in
charge of specializing in a service segment of the company. T&M Forwarding also


connects with universities in the area to receive intern training, targeting young staff with
in-depth knowledge and professionalism. Therefore, the export air cargo team is welltrained with book knowledge combined with practical knowledge. Towards developing
airmail service, so Branch Manager is planning to sign contract with several airlines to
have good competitive price and load for customers.

3.3. Recommendation
3.3.1. Focus on developing marketing channels
For the success of companies providing forwarding services, it is undeniable that the
special role of the development of science and mass information technology is
undeniable. Building a suitable marketing strategy and using that marketing strategy

appropriately is always a top priority. Because, in the era of a series of companies
providing transportation services today, it is extremely important to build a brand and
reputation for individual customers or large businesses.
Due to the specific characteristics of the air freight forwarding service, the company
needs to have a suitable marketing strategy, reach out to areas and industries with
products that need to be transported by air such as processing factories. seafood
processing, precision machinery manufacturing, textiles, handicrafts...
To achieve that, the company needs to have a department dedicated to marketing for the
airline service business as well as for the business of the whole enterprise. The marketing
department needs to include young, dynamic and creative workers, ready to absorb new
things and innovate promotional strategies. The staff in the Marketing department must
also be dynamic, knowledgeable and highly specialized in this field. This unconsciously
leads to solutions to develop and train high-quality human resources, because human
beings are still the main subjects in the process of technological innovation.
T&M Forwarding Co., Ltd - Hanoi branch needs to focus on investing more in
advertising through the mass media, books, magazines, pictures; organize customer care
seminars, discounts for large customers and regular customers. The company needs to
plan specific advertising strategies and forms, focusing on customer sources with many
sources and branches in many regions and countries. The network of connections with
current customers of T&M Forwarding Co., Ltd - Hanoi branch, although quite wide, has
not yet met the requirements of future development. The company needs to increase the
number of agents and collection points to make it easier for shippers when they have
transportation needs.


3.3.2. Focus on developing quality of human resources
In terms of the improvement of the quality of human resources, T&M Forwarding Co.,
Ltd - Hanoi Branch needs to:
- Develop a clear and specific reward and punishment policy in terms of spirit and sense
of responsibility, strictly comply with regulations, and at the same time to encourage and

motivate employees to improve their knowledge expertise and awareness, workplace
attitudes.
- Consult with experienced national and international experts, organize seminars, teach,
exchange practical experiences to ensure the training courses have good quality in both
theory and practical experience.
- Have an appropriate policy on using staff after training, supplementing with highly
specialized training for the number of people who have reached the target, or re-training
for the number of people who have not met the target.
As mentioned, freight forwarding in general or air freight forwarding in particular,
requires forwarders not only knowledgeable in the field of transportation but also need to
have a broad understanding of the surrounding issues related procedures such as customs
procedures, international laws, practices, etc. If a person has a high sense of
responsibility but lacks understanding of forwarding operations, that is also a concern of
the company. In addition, for logistics services on a global scale, a foreign language is an
essential tool to make the exchange of goods and supplies easier and smoother, for both
forwarding and logistics service provider clients. Specifically, businesses can reduce the
cost of hiring translators and interpreters.
Therefore, it is necessary to know at least one foreign language, which is the most
popular nowadays, which is English. This requires T&M Forwarding Co., Ltd - Hanoi
Branch to regularly improve the professional skills of employees in the Company by:
Organizing regular courses on professional skills, foreign languages, computers and law
for employees business staff; Organize an annual test to eliminate irresponsible and
ineffective cadres. On that basis, the company will grasp the general professional
qualifications of its employees, offer appropriate training and remuneration measures for
employees in the company, and take timely remedial measures time. In addition, other
specific measures can be applied such as sending officials to study abroad, fully
participating in meetings of IATA, FIATA, etc.