INTERNSHIP REPORTLacco international freight forwarders joint stock company

THUONG MAI UNIVERSITY
FACULTY OF ENGLISH
————

INTERNSHIP REPORT

Company:
LACCO INTERNATIONAL FREIGHT FORWARDERS
JOINT STOCK COMPANY

Supervisor

:

Nguyễn Thu Trang

Student

:

Trần Thị Ngọc Ánh

Student code

:

19D170285

Class

:

K55N5


Hanoi, 2022


TABLE OF CONTENTS
TABLE OF CONTENTS..........................................................................................i
ACKNOWLEDGEMENT.......................................................................................ii
LIST OF TABLES, DIAGRAMS AND IMAGES................................................iii
LIST OF ABBREVIATIONS.................................................................................iv
INTRODUCTION.....................................................................................................1
CHAPTER 1: A BRIEF DESCRIPTION OF LACCO INTERNATIONAL
FREIGHT FORWARDERS JOINT STOCK COMPANY..................................2
1.1. Information and development of Lacco International Freight Forwarders Joint
Stock Company...........................................................................................................2
1.1.1. General introduction........................................................................................2
1.1.2. History of establishment and development......................................................3
1.1.3. Vision, mission and core values.......................................................................3
1.1.4. Products and services.......................................................................................4
1.1.5. Organizational structure...................................................................................6
1.2. Information of the internship department: Import and Export Department.......6
CHAPTER 2: THE INTERNSHIP PROCESS IN LACCO INTERNATIONAL
FREIGHT FORWARDERS JOINT STOCK COMPANY..................................8
2.2.

Difficulties and lessons during the internship time........................................11

2.2.1. Difficulties.....................................................................................................11

2.2.2. Lessons..........................................................................................................13
CHAPTER 3: CURRENT SITUATION OF USING ENGLISH IN LACCO
INTERNATIONAL FREIGHT FORWARDERS., JSC.....................................14
3.1. The reality of using English at Lacco...............................................................14
3.2. Solutions to improve English skill for Lacco...................................................14
CONCLUSION.......................................................................................................17
REFERENCES..........................................................................................................I

i


ACKNOWLEDGEMENT
Firstly, I would like to send my deepest gratitude to people who have
contributed to making this internship for the past four weeks such a memorable
experience of my life. Though this internship is still short, I have perceived and
drawn a lot of lessons for myself.
To complete this internship report, I would like to send my deepest thanks to
Ms. Trang, who has guided and helped me complete this internship report. I would
also like to express my gratitude to the leadership of the Thuongmai University and
the teachers in the Faculty of English for giving me the opportunity to practice at
my favorite businessand, and to apply the knowledge that the teachers have taught.
Besides, I must be thankful to the leadership and staff of Lacco International
Freight Forwarding Joint Stock Company for creating favorable conditions for me
to learn practically during the internship process at the company. Finally, I would
like to thank the import and export department for helping me provide the actual
data to successfully complete this report. In addition, they shared practical
experiences and useful skills such as communication skills, teamwork skills, which
are essential for my work later. Therefore, I feel very fortunate when I had the
opportunity to be a part of the company.
Because my knowledge is still limited, in the process of practicing and

completing this report, I am not immune to errors, I hope to receive comments and
suggestions from my teachers as well as the company.
Sincerely,
Ha Noi, August 1, 2022
Student
Anh
Tran Thi Ngoc Anh

ii


LIST OF TABLES, DIAGRAMS AND IMAGES
No
1

Tables, Diagrams and Images

Page

Image 1.1. LOGO of Lacco International Freight Forwarding

2

Joint Stock Company
2

Diagram 1.1. Organizational structure of Lacco International
Freight Forwarding Joint Stock Company

iii

6


LIST OF ABBREVIATIONS
No

Terms

1

JSC

2

NVOCC

3

C/O

Certificate of Origin

4

CFS

Container Freight Station

Địa điểm thu gom hàng lẻ

5

CIC

Container Imbalance Charge

Phí mất cân bằng container

6

B/L

Bill of Lading

Vận đơn đường biển

7

ETD

Estimated Time of Departure

Thời gian khởi hành dự kiến

8

HS code

Harmonized System Code

Mã số hàng hoá

9

TOEIC

Test of English for

Bài kiểm tra tiếng Anh giao

10

IELTS

English Meanings

Vietnamese Meanings

Joint Stock Company

Công ty cổ phần

Non-Vessel

Operating Nhà vận tải đường biển nhưng

Common Carrier

không sở hữu con tàu nào

Giấy chứng nhận xuất sứ hàng
hóa

International Communication tiếp quốc tế
Hệ thống Kiểm tra Anh ngữ

International English
Language Testing System

iv

Quốc tế với 4 kĩ năng: Nghe,
Nói, Đọc, Viết


INTRODUCTION
In recent years, Vietnam's economy has been integrating more and more
deeply with the world economy. When competition is getting fiercer, work results
are always the top concern of business owners. Therefore, the requirement for
employees is to always work continuously, accurately and efficiently.
For every student who is preparing to enter the labor market, an internship to
apply the knowledge learned in the job before graduation is extremely necessary. It
not only helps students initially get acquainted with the real working environment
but also creates opportunities to practice and apply the knowledge they have learned
to get an overview of the functions, tasks, production organizational structure and
working environment of an enterprise. That is also the purpose that the board of
directors of the Faculty of English, Thuongmai University set for the internship for
4th year students majoring in Business English.
Realizing the meaning of this internship, I have chosen to intern as a
documentation staff in the import and export department at Lacco International

Freight Forwarding Joint Stock Company - a profession directly related to Business
English major and suitable for my future career orientation to learn and foster
knowledge.

1


CHAPTER 1: A BRIEF DESCRIPTION OF LACCO
INTERNATIONAL FREIGHT FORWARDERS JOINT STOCK COMPANY
1.1. Information and development of Lacco International Freight
Forwarders Joint Stock Company
1.1.1. General introduction
Lacco International Freight Forwarding Joint Stock Company was established
in 2008. It is known as one of the major logistics companies in Vietnam. The
company’s goal is to improve the competitiveness of Vietnamese companies in the
transportation of goods and bring their brands to the international level.
Lacco has a head office in Hanoi, branches in Ho Chi Minh, Hai Phong, Bac
Giang and representative offices in Lang Son, Da Nang. Lacco always makes
constant efforts to develop its network and conquer customers with prestige, trust
with the most enthusiastic and professional attitude.
● Original name: Công ty TNHH Giao nhận Vận tải Quốc tế
● Foreign name: Lacco International Freight Forwarders Joint Stock
Company
● Abbreviation name: LIFF., JSC
● Logo:

Image 1.1. LOGO of Lacco International Freight Forwarders Joint Stock Company
● Legal Representative: Nguyễn Chiến Thắng
● Date active: 2012/07/24
● Address: 5th Floor, Building 29 Ministry of Defense, 73 Nguyen Trai

Street, Thanh Xuan District, Hanoi City, Vietnam.

2


● Tax code: 0105951958
● Email:
● Wedsite: />● Phone / Fax: +84 906 23 55 99
● Charter capital: 35,000,000,000 VND
● Company Type: Service Business, Transport Agent
● Economic type: Private
1.1.2. History of establishment and development
- 17/10/2008: Established a company called International Freight Forwarding
Limited Liability Company.
- 9/2009: Opened Lacco Branch Office and warehouse in Hai Phong.
- 24/07/2012: Rename “International Freight Forwarding Limited Liability
Company” to “Lacco International Freight Forwarding Joint Stock Company”.
- 3/2013: Opened a representative office in Ho Chi Minh City.
- 4/2015: Lacco International Freight Forwarding Joint Stock Company is
officially certified by the General Department of Customs, Ministry of Finance as a
Customs agent according to Decision No. 965/QD-TCHQ.
- 1/2020: Opened Branch Office in Noi Bai-Hanoi.
- 1/2021: Opened a representative office in Bac Giang.
1.1.3. Vision, mission and core values.
● Vision:
Lacco always wants to become a leading private enterprise in Logistics
services and is loved by customers, bringing the pride of Vietnam to the world with
high-class service, professional and dedicated personnel, creating added value,
contributing positively to the development of the community.
Motto: “Always accompany your success”.

● Mission:
For customers: Lacco’s mission is to provide customers with modern and
comprehensive logistics solutions, provide services with outstanding quality,

3


reasonable prices, meeting the maximum needs and legitimate interests of
customers. Lacco always upholds the spirit of cooperation and development and is
committed to becoming a “Reliable Companion”.
For employees: Building a full, scientific, dynamic, professional and humane
working environment; facilitating high incomes and equitable development
opportunities for all employees.
 Core values
- Respect: Respecting for the government and the community; respect for
customers and shareholders; respect for partners and employees.
- Reliability: Honesty brings trust in all relationships with colleagues,
customers and partners. This is one of Lacco’s top criteria.
- Teamwork: Understanding the value of teamwork always brings success.
Motivate, encourage, work together towards common goals.
- Occupational Safety: Providing a workplace that ensures safety for all
stakeholders, neighborhoods and having responsibility for the community,
environmentally friendly. All potential risks can be prevented at each project.
1.1.4. Products and services
The Lacco’s service include:
● Shipping
Currently, Lacco International Freight Forwarding Joint Stock Company is
cooperating with leading international shipping lines such as MAERSK, ONE,
HAPAG-LLOYD, CMA-CGM, EVERGREEN, YANG MING, MSC, KMTC,
WANHAI, NAMSUNG, etc. and connecting with a network of NVOCC agents

worldwide. Lacco’s international sea freight solution can provide customers with a
wide choice of reliable, cost-optimal and time-optimized services to meet the needs
of customers, ensuring a full range of services throughout with high quality in the
shipping process.
● Domestic transportation
Inland transport is an important part of the logistics chain. Aware of that,
Lacco International Freight Forwarding Joint Stock Company always tries to
improve the quality of domestic transport services to provide customers with the
4


most effective transportation solution. With the advantage of owning branches and
representative offices at the ports and the main border gates, Lacco is ready to serve
customers with the following services:
- Transporting import and export goods by regular container trucks, dwarf
container trucks or trucks from customer warehouses to Vietnamese ports and vice
versa.
- Transporting full container goods and retail goods from warehouses to
warehouses within the territory of Vietnam.
- Transporting goods in transit through the territory of Vietnam.
● Air Freight
With a network of leading prestigious partners, including major airlines such
as Vietnam Airlines, Singapore Airlines, Qatar Airways, Cathay Pacific, Korean
Air, China Airlines, Lufthansa Cargo, Air France, Emirates Skycargo, Turkish
Airlines, United Airlines, Etihad Airways, Japan Airlines..., Lacco can flexibly
transport and provide the earliest routes at the most optimal cost for customers.
● Customs clearance
Lacco has developed professional customs declaration solutions for customers,
including:
- Advising on Customs laws and regulations

- Advising on tax exemption procedures
- Supporting consulting, handling tax refund procedures
- Personnel support service: Lacco's staff will work at the customer's office
as a representative of the company with close, careful and detailed support, flexible
according to all customer needs , and ensure confidentiality.
- Working directly with Customs: for important projects, if customers want to
discuss directly with Customs officers about their problems, Lacco can arrange an
official meeting between the parties.
● Warehousing- Warehousing Services
With an extensive warehouse system at many ports, Lacco can easily supply
and meet the warehousing requirements for a variety of goods, from small

5


shipments to large ones, from bulk cargo to heavy machinery. Lacco's warehouse
system is conveniently located with Hai Phong, Hanoi and Ho Chi Minh ports
● In addition to the strong services, Lacco now also provides a number of
accompanying services as follows:
- Export license application service for specialized items such as rice,
chemicals, refrigerant gas,...
- Import license application service for items such as functional foods, milk,
frozen fruits, frozen meat.
- Services for applying for export certificates such as certificates of origin of
goods, phytosanitary certificates, animal quarantine certificates, fumigation
certificates; synchronous inspection license application service.
1.1.5. Organizational structure
Administrative Council
Board of Directors

Departments

Branches

Human resources department

Ha Noi Branch

Accounting department

Hai Phong Branch

Sales department

Ho Chi Minh Branch

Sales support department

Noi Bai Branch

Import-export department

Bac Giang Branch

Diagram 1.1. Organizational structure of Lacco International Freight Forwarders
Joint Stock Company
(Source: Human Resources Department)

6

1.2. Information of the internship department: Import and Export
Department
The import - export department plays an indispensable role in logistics
enterprises such as Lacco. This department has the main function of receiving
documents from the sales support department to check and ask customers to repair
when there are errors. When having all the customer's documents, prepare a set of
customs declaration documents and relevant dispatches, apply for a quarantine
registration certificate, apply for an export certificate licensed by the Ministry of
Industry and Trade, declare the added value of import and export goods,
communicate regularly with shipping lines via email to understand the
transportation situation of shipments and notify the shipper.
In Lacco, the import-export department is in charge of doing the following
tasks:
- Contacting suppliers, customers, shipping lines to schedule transportation
and arranging according to the progress of the work.
- Receiving import and export document requests for shipments from sales
department transfers.
- Making import and export documents to help customers such as: Invoice,
Packing list, C /O, Fumi, Phyto, all kinds of certification, licensing, quality
inspection, etc. to parallel with the operations staff to complete the fastest.
- Transmitting import and export customs declarations for shipments, then
hand them over to operation staff for customs clearance at the branch.
- Making Bills, support Verified Gross Mass declaration, on Debit Note from
the system to send the sales department, then the sales department sends the
customer.
- Making pre-alert, declaring E-manifest.
- Monitoring and controlling the delivery schedule, solving problems arising
when delivering and receiving goods and customs clearance

7


CHAPTER 2: THE INTERNSHIP PROCESS IN LACCO
INTERNATIONAL FREIGHT FORWARDERS JOINT STOCK COMPANY.
2.1. Internship activities
During this internship, I applied for the position of documentation staff in the
import - export department of Lacco International Freight Forwarding Joint Stock
Company. I interned at the company for 4 weeks (from July 18, 2022 to August 13,
2022) on Mondays (from 8h to 17h30), Wednesdays (from 8h to 17h30), Thursdays
(from 8h to 17h30) and Saturday (from 8h to 12h). I can only work part-time
because at this time I still have to study specialized courses at university.
At first, I felt quite anxious and disturbed. I always ask myself the question of
what I have to do, what to prepare for my internship to be the best. This is also a
completely new working environment for me and I have not had any experience at a
company like Lacco. However, after exchanging work with the manager in the
department, I had a better understanding of the company and looked forward to
working in a dynamic and professional environment like Lacco. I feel satisfied with
my internship because I have done the work I love. Honestly, this is a good
opportunity for me to practice in the English environment, interact and learn from
experienced seniors. In addition, you can not only develop your English skills but
also develop the skills needed for an import-export executive.
During the internship, I was guided by Mr. Hoang Van Phuong – a document
staff. He supported me throughout the internship and gave me the opportunity to
experience many different tasks related to the import and export activities such as
managing shipments and logistics, making an electronic customs declaration,
translating documents, etc. Thanks to that, I have had closer contact with practical
operations and improved my specialized knowledge of import and export.
Here are the details of my internship at Lacco.
● Week 1 (from July 18, 2022 to July 23, 2022)

In the first week, colleagues in the import and export department helped me
get used to the working environment in the company. On the first day, Mr. Phuong
helped me get to know all the staff in the department. Besides, I also should know
8


the position of each person in order to learn from them later. Then, I learned about
Lacco's general information such as the history of formation and development, the
company's main services, achievements, vision and mission and functions of the
company. Specifically, Lacco is a forwarder company with an extensive network
and is always ready to serve customers with prestige, trust with the most
enthusiastic and professional attitude. Mr. Phuong also introduced me to the duties
and functions of the Import – Export Department to understand more specifically
what I would do. In addition, I also learned some company’s regulations such as
punctuality, discipline, clothing and manners.
In the following days, I learned about the import and export process of goods.
It was important for me to know what the dossier for a shipment consisted of,
distinguish between the house bill of lading and the master bill of lading, and learn
how to use the scanner to scan some documents. After that, I was instructed by Mr.
Phuong to declare the manifest for the goods and update them to the national portal:
Mr. Phuong showed me the notes when declaring the manifest
correctly so as not to be reported errors. At first I was quite confused and troubled
because this was my first time doing this work. However, with the enthusiastic help
of my instructor and colleagues in the department, I finished my work.
Week 2 (from July 25, 2022 to July 30, 2022)
In week 2, I learned about some English terms in the import and export
activity such as: air freight, sea freight, CFS, customs declaration, local charges, etc.
Then, I was assigned the task of translating commercial invoices, sales contracts,
packing lists and email. I had to translate them into English-Vietnamese bilingual
language. Then I submitted the translated documents to my supervisor for his

examination and evaluation. This is a difficult job requiring me to accurately
translate specialized words and phrases. After receiving feedback , I translated again
and practiced more and more at home. During the translation process, my mentor
and colleagues helped me correct mistakes. This helped my translation skills
improve.
Over the next two days, the instructor helped me learn about the local charge
of export and import goods. Specifically, the export goods will have the following
9


local charge fees: loading and unloading fees at the port, container cleaning fees,
document fees, CIC. After that, I continued to learn about some types of B/L such
as: house bill (bill of lading issued by the shipper), master bill (bill of lading issued
by the shipping line to the shipper or forwarder company), surrendered bill (bill of
lading presented) and seaway bill. After that, I must read the 2010 International
Commercial Terms (Incoterms) to know what rules are relevant to the price and the
responsibility of the parties (the seller and the buyer) in an international trade
operation.
● Week 3 (from August 1, 2022 to August 8, 2022)
In the week 3, I was guided by Ms. Ha – a documents staff who has worked at
the company for 3 years - to learn about the Import and Export Tariff 2022 and how
to look up the HS code of goods on the General Department of Customs to be able
to determine the import - export tax rate, and other policies related to goods. This
work was actually quite difficult for me because I had to learn about the
characteristics of each type of goods. If the wrong HS code is applied, it will lead to
a lot of consequences such as having to correct the customs declaration, applying
for a tax refund or having to pay more.
In the next few days of my internship, I was assigned an important job, which
was to make an electronic customs declaration using the available documents. Mr.
Phuong guided me extremely carefully and in detail when performing this task.

After careful observation, I started making customs declarations for a shipment of
sneakers of Dong Luc Footwear Company through Ecus 2018 – an electronic
customs declaration software commonly used today. A lot of information must be
filled out in the customs declarations such as information about the import and
export company, bill of lading number, detailed description of the goods, HS code,
number of packages, total weight of goods, date of arrival, loading location,
information about commercial invoices, shipping, sales contract, taxes, etc. When
filling out the declaration form, all information must be extremely accurate,
otherwise the goods will have to go through a slow customs clearance process.

10


● Week 4 (from August 8, 2022 to August 13, 2022)
Last week, Mr. Phuong instructed me to learn how to look up the schedule of
ships

to

book

freight

ships

on

the

website

of

Maersk:

Booking is a fairly easy job for me, it is
important to choose which shipping line is reasonable, book early to promptly
transport goods. The information that needs to be provided to the shipping line to
book a ship such as: port of loading, port of discharge, name of cargo, weight, ETD
(expected date of departure of the ship), type of container, etc.
In the following days of last week, I was guided to make electronic C/O
declarations on the Ecosys system – an electronic export certification and
management system. Especially, all information such as Export Declaration
Number, Export Declaration Attached, Exporter's Business Name, Port of Loading,
Port of Discharge, Vessel’s Name, Departure date, Goods description, etc. must be
declared in English. This work has helped me learn the meticulousness of an import
and export executive because it requires all information to be absolutely accurate.
Although the last week of my internship passed very quickly, I learned a lot of
useful knowledge and experienced the important duties of a documentation staff.
2.2. Difficulties and lessons during the internship time.
2.2.1. Difficulties
This internship not only offers the opportunity to be exposed, encountered and
experienced practically, but also a valuable opportunity for me to orient my career
path in the future. I feel that this is a time to help me understand what I need, what
knowledge lacks to be able to participate in a high-quality workforce. During the
internship, I met an enthusiastic instructor and kind colleagues. They have
supported me a lot, which made my internship go pretty smoothly. However, due to
my unfamiliarity with the work as well as the working environment, I still
encounter some difficulties that make me lose focus when working.
The first difficulty is that there are many new specialized terms and acronyms

that I have never encountered before when translating documents and making

11


electronic C/O declarations. As a student of the Faculty of English, I have learned a
lot of basic knowledge about translation and interpretation. Furthermore, I also
learned quite a lot of vocabularies related to import and export majors in the
business English module. However, due to the lack of in-depth vocabulary about
commercial invoice, especially the vocabulary about products in the packing list.
Moreover, during the translation I encountered many new acronyms. This took me a
long time to look them up on the Internet. Besides, I have to translate so that the
style is as natural and close to the original document as possible. This is not easy for
an intern like me.
The second difficulty is the lack of specialized knowledge about the import export operation. Although I have learned the basics in university. But when I
worked in practice, I realized that I lacked a lot of professional knowledge. This
makes me take a lot of time to complete the assigned tasks. For example, I was
unable to distinguish between the house bill of lading and the master bill of lading.
When the instructor asked me about these two bills of lading, I was quite confused
and answered incorrectly. Although I have read many documents online, I cannot
distinguish. But when I was guided and studied directly on two that B/L, I
understood and differentiated them.
The third difficulty is the problem of communicating with colleagues and
asking questions. Despite my dedicated guidance, my colleagues weren't always
able to help me. Everyone has their own job and is quite busy. In the early days, I
was quite shy about asking for help and did not want to bother them. Honestly, my
communication skills are still limited because I am timid and introverted.
Communication issues were really challenging, which could hinder my internship.
Fortunately my colleagues are extremely enthusiastic, sociable and fun. They stayed
hard for overtime to guide and teach me a lot.

During the internship, I am still studying at the school, so the time spent on the
internship is not much. I could not be allowed to participate in many jobs, nor did I
really study the company’s activities. If you have more time and dedication to the
internship, along with being more bold and proactive in your behavior, the results
you achieve after the internship may be better.
12


2.2.2. Lessons
Although during my internship I encountered many difficulties. But from
those difficulties and challenges, I have learned a lot of practical lessons and
experiences for myself. This is really a great experience to help me learn more
knowledge and especially practice problem-solving skills in all situations.
First, I have accumulated quite a bit of expertise for a documentation staff.
The internship is like a real subject. This is a time to help me understand more
deeply about my favorite industry. The import and export industry and logistics are
good specialties but quite difficult. Therefore, practical knowledge and evidence
such as dossiers and vouchers help me better understand what I have learned in
class. In particular, I have learned a lot of specialized vocabulary and acronyms in
an import and export dossier. Furthermore, thanks to the actual document
translation, my translation skills have also improved more.
Secondly, not only acquiring new and interesting specialized knowledge, but
also improving some soft skills in the working environment. It's how people behave
in the company; teamwork skills; how to use photocopiers, scanners; get used to
working style in a professional environment; improve the ability to learn and
acquire new knowledge; work creatively to bring high efficiency but also need to
listen to your instructions to complete the assigned work well.
Thirdly I should be more proactive in asking questions to my instructor and
colleagues. I’m always worried about being annoying to them. It did not take long
for me to understand that they were not only there to answer, but they wanted to

help with any difficult problems. They were serious about their work but they
expected me to know everything and succeed too. Asking what I did not know from
experienced people is always the best thing so as to reinforce my specialized
knowledge and working ability. If my instructor was in a meeting or not available at
the moment, there was always someone in my department that I could turn to that
was willing to help.

13


CHAPTER 3: CURRENT SITUATION OF USING ENGLISH IN LACCO
INTERNATIONAL FREIGHT FORWARDERS., JSC
3.1. The reality of using English at Lacco
During the integration period, English has become a critical key to opening the
future for people in terms of knowledge and creativity in the information era, which
also expands cooperation relationships all over the world. As a result, the use of
English is becoming more common in most businesses, particularly in logistics
companies like Lacco. Moreover, employees working in this modernized
industrialized environment need to possess specialized English to serve their work.
Lacco is a forwarder company, so they have to regularly work with major
shipping lines and airlines. Most employees in all departments in the company must
know English and have basic communication skills to ensure that they can negotiate
and transact with foreign partners. Especially the departments that have direct contact
with foreign customers such as the sales department, import – export department, they
use English more often and professionally than other departments. For more detail, the
import and export department uses English to execute sales contracts, commercial
invoices, documents in English, negotiations about prices, etc.
However, in addition to the small number of translators, other employees have
low basic skills in English communication. Many employees pronounce words in
English incorrectly. Many English terms in import - export business activity,

transactions, contract negotiations are still quite new for employees who do not
study economics in depth, so they still face many difficulties at work.
To sum up, at Lacco, using English is very common because it is the best way
to serve the company. Nonetheless, there are still differences between departments
and employees, so the company should attempt to improve work performance by
raising English levels.
3.2. Solutions to improve English skill for Lacco
After the internship time, I perceived that using English at Lacco still has
some limitations, which directly hinders some of the company's service business

14