PHÂN TÍCH CHIẾN lược KINH DOANH của CÔNG TY FPT e

PHÂN TÍCH CHIẾN LƯỢC KINH DOANH CỦA CÔNG TY FPT.

BUSINESS STRATEGY OF THE FPT COMPANY.

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TABLE OF CONTENT
TABLE OF CONTENT................................................................................................1
INTRODUCTION........................................................................................................3
RESEARCH OF CONTENT........................................................................................4
1. Introduction on the of FPT company.........................................................................4
2. The basic operations of FPT Company.....................................................................6
2.1 The main activities..................................................................................................6
2.2 The activities supported........................................................................................10
3. Assessment the SWOT matrix of FPT Company....................................................11
3.1 Strengths................................................................................................................ 11
3.2 Weaknesses...........................................................................................................12
3.3 Opportunities.........................................................................................................12
3.4 Challenges.............................................................................................................12
4. Proposed measures..................................................................................................12
4.1 Actions Customer Care..........................................................................................12
4.2 Actions customer search........................................................................................13
4.3 Increased attention and existing customer care.....................................................13
CONCLUSION...........................................................................................................16

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INTRODUCTION
With the continued rise in the number of Internet users in Vietnam from 5% of

the population in 2004 to 35% of the population (over 30 million users) in 2011 but
still far below the regional countries as Malaysia has 60% of the population,
developing countries such as South Korea 80% of the population (the statistics of the
World Bank, 2011) showed that the country's Internet market is a growth market high
growth, stability and future potential.
Seizing that opportunity, FPT Telecom (Ftel) has confirmed its position in the
market offer ADSL internet services (Asymmetric Digital Subscriber Line). With
strong resources in both financial and technological, Ftel of FPT Group has always
been a leader in terms of corporate profits (22% in 2011). We are present in 46
provinces across the country and developing countries in the region to countries such
as Laos, Cambodia,etc,...
The world is facing the technological trends and globalized world which is
increasingly linked into a global market and a common village in which all nations
and all people are able to participate market globalization and the information
network. The era of globalization today was built thanks to the information
technology and telecommunications. In the strategy of large corporations are
addressed

technology

trends

related

to

information

technology

and

telecommunications. Especially the trend of the world is a shift from commercial to
service where the proportion of knowledge plays a decisive role.

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RESEARCH OF CONTENT
1. Introduction on the of FPT company
Establishment of on September 13, 1988, up to now, after more than 23 years,
FPT is an information technology company and leading telecommunications Vietnam.
The FPT with 9 subsidiaries, provides service to 40 cities in Vietnam and
expanding global market, with presence in 10 countries around the world: Laos,
Cambodia, Japan, USA, France, Singapore , Australia, Thailand, Philippines,
Malaysia. FPT telecom infrastructure in 46 provinces and cities nationwide.
Table 1: List of SBU and assess the prospects for our future.
SBU
A
B
C
D
E

The product name
Telecommunications
Digital Content
Systems integration
IT product distributor in telecom
Educate

Number of

Turnove

Market share

opponents
3
5
4

r
3000
1800
4024

growth
27%
59%
22%

7

17680

13%

9

540
36%
Source: By FPT Company

FPT proud of being a large company focused informatics staff in Vietnam. As
of on December 31, 2011, the total number of officials and employees of FPT was
11.209 people.
Focusing on information technology and telecommunications, FPT provides
the following services: Systems integration; software solutions; Outsourcing; Services
of digital content; Online data service; Broadband Internet service; Leased line
services; Distributors and retailers of information technology products and
telecommunications; Manufacturing technology products; Computer Services;
Technology education and training. FPT owns the technology on all its development
with the ISO index for all fields of activity, CMMi for Software Development. FPT is
the senior partner of many leading technology corporations such as Microsoft, IBM,
Cisco, HP, SAP, Nokia,etc,... FPT also owns over 1,700 certificates of international
technology partners leading technology. This is a solid foundation, making FPT
constantly create added value for customers efficiently coffee consumers millions of
Vietnam. With the efforts of every staff of FPT in recent years, FPT is proud to
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contribute to the computerization of government departments and key economic
sectors of Vietnam and Vietnam contributed to enroll in the digital map the world.
FPT's chosen path technology, reach the height of a new labor productivity in
the new knowledge through technology. Maximize the creativity and flexibility to
seize new opportunities, efforts and innovative applications of technology in all
activities at all levels are required for each person FPT, towards common goals
OneFPT - Group Technology Leading Global Vietnam.
With the motto "Every service a connection", FPT Telecom has been constantly

investing, deploy and integrate an increasing number of value-added service on the
same Internet connection. In addition, boosting investment cooperation with our
partners in the world of telecommunications, building international cable glands,etc,...
The direction strongly FPT Telecom deployed to put their services out Vietnam
border, access to global markets, to further enhance its position as a supplier of
leading telecommunications service.
Areas of activity:
- Provision of telecommunication network infrastructure for broadband Internet
service
- Provides products, telecommunication services, Internet
- Value-added services on the Internet, cell phone
- Service messaging, data, information and entertainment on the mobile phone
network
- Provide online game trwn Internet, mobile phone
- Establish a network infrastructure and providing rural telecommunication
services, Internet
- Import and export of telecommunications equipment and Internet
Address based in three regions:
- In Hanoi: FPT Building, Pham Hung Road Lot 2, Cau Giay | Tel: (84-4) 222
7300 | Fax: (84-4) 7300 8889.
- In Ho Chi Minh City: Lot 37- 39A, Road 19, Tan Thuan Export Processing
Zone, Tan Thuan Dong Ward, District 7 | Tel: (84-4) 7300 2222 | Fax: (84-4) 7300
8889.

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- Da Nang: 173 Nguyen Chi Thanh, Hai Chau District | Tel: (84-511) 7300
2222 | Fax: (84-511) 7300 8889.
2. The basic operations of FPT Company

2.1 The main activities
2.1.1 Research and environmental forecasts
- Telecommunications sector continues to increase demand further service,
when the Internet environment is becoming more important and user-friendly,
accessible when the price issue, the access equipment increased to many. On the other
hand the online application also a higher demand and supply started to be marketed as
IPTV, IP-Phone, online communities, e-commerce,etc,...
- The continued outsourcing demand from the developed countries. Especially
new services appear for the supply unit in Vietnam as BPO services, Data Center
management.
- The demand for manpower supply technology with high quality information,
are still very large responsive to local demand as well as demand for the units sent
overseas.
- Vietnam ICT market is growing in terms of revenue. The total turnover of the
industry is estimated at about 6.5 billion USD in 2009 with growth of 25%. Because
Vietnam is the development of infrastructure and information technology capacity
low, especially in service sectors such as banking and finance, transportation, retail,
health care and public services, the demand for Vietnam's ICT are expected to
continue rising in the next few years with the growth of the service sector and the
disposable income of people.
- WTO accession in January 2007 as well as increased competition in the
industry as the number of businesses involved this sector will increase. And in the
long term, this will put pressure on prices for information technology services.

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2.1.2 Design products, services
- FPT also constantly focus on the development of products and services
divided by sector, in which the traditional products and services were focused

investment and achieve positive results. They are: System Integration, Software
Outsourcing,

Telecommunications,

Training

and

Product

Distribution

telecommunications technology.
- FPT quickly exploit telecommunications licenses have been granted, become
fully provider of telecommunications services, and open branches in localities across
the country, as well as providing many new value-added services FPT Telecom ensure
effective business position in the field of telecommunications and content.
- On exports of software: FPT has and continues to hold a leading position in
the export of software in Vietnam to North America, Europe and Asia Pacific in order
to balance the market with boat Japan's system. Before the current difficulties, to
continue searching for new opportunities as IT budgets are being cut in many
countries, maintain existing relationships with customers based on giving some
preference to them amid crisis crisis.
- In 2009, FPT continued strategic focus for e-citizen. The strategy of the
Group provide products and solutions with high added value based on Internet
technology, providing online facilities for e-citizens in order to create a system and
associated integration diversified products and services to serve the needs of
customers who are nationals of future electronics.
- FPT identify research and development activities is an essential activity,

associated with the daily operations of the company, so the company has invested
human and financial resources to perform research tasks and development at the
company and its affiliates.
- With the general orientation of the Group is developing towards digital
convergence, Technology Development Center of the company specializes in research
development direction of the company, identify opportunities to expand product,
service and technology solutions to new, better, more efficient for customers.
Currently, the "Incubator business idea" of the Company is a playground for lovers of
digital technology. Through this nursery, FPT investments made proposals with high
feasibility, to meet the goal of improving labor productivity of the organization,
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improve the quality of life of consumers. FPT Media, FPT Music, FPT Game was
born tunhung projects such ideas and have contributed significantly to the program
provide online content of the group.
- At the subsidiaries, the business development department is specialized in
researching business organizations testing new products, the set of products and
services in the field of business of each company. The past year, FPT and the member
companies launched many products, new services such as: DC House (contemporary
sales model with consulting services on new information technologies currently only
have deployed FPT), online content services, IPTV (Internet TV),etc,...
- In addition, with the Gold Partner of Cisco, FPT Company has CISCO Lab,
the past two years has invested about $ 100,000/year for research and development
activities and procurement of equipment. This is where the testing of new
technologies of CISCO, testing technologies as required by the customer and is home
to the staff of FPT practice certification exam preparation information technology.
2.1.3 Mobilizing input
- In 2006, FPT's shares were listed on the Ho Chi Minh City Stock Exchange
and became a joint stock company with the largest market capitalization market that

time. Until the present time the volume of shares in issue was 193,016,930 shares with
market capitalization 11,967,050 billion.
- Behind the growth of FPT in the field of information technology and
telecommunications is the power and the collective contribution of staff officers FPT.
As at in December 2010, the total number of officials and employees of FPT was
13,162. FPT proud of being a large focus group of IT personnel in Vietnam. It is the
most valuable asset and is the foundation of all successful creation of FPT. Besides
investment and professional development, FPT aims to train young staff are ready to
step well as senior class inheritance, maintenance and development of the Group to
the new heights. The birth of FPT Leadership Academy is a strategic step in the plan
of building FPT workforce management leadership and strong nearby.
- Arrays education will be a key factor in the convergence strategy of FPT. This
array will provide human resources to meet the needs of different business areas and
help the company grow in the future. We forecast revenue of FPT University may
grow at an average gross rate of 24.3%/year.
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- FPT effort to master the technology in all areas of operation and has gained
thousands of certified international technology corporations valued by leading
technology. This is a solid foundation, making FPT constantly create added value for
customers efficiently and consumers.
- Develop, enhance the technological level is one of the number one priority of
FPT Company for development goals in the coming years. Continuing a strategy to
increase the level of technology, FPT became gold partner series of large firms such as
Cisco, Microsoft, Checkpoint, Oracle,etc,... With these successes, FPT Company can
boast comparable companies in the area of technology level. In recent years, the
Company has established a series of high-tech laboratory, staff nominate lot to study
and implement the international evidence about information technology. Currently,
FPT is one of the largest IT companies capable of implementing information

technology systems large, complex requires a high level of technology in Vietnam.
2.1.4 Distribution
- Stand No. 1 in Vietnam in the field of distribution of information technology
and telecommunications. As a member of FPT FPT distribution company has the
largest distribution network in Vietnam, with more than 956 agents in 53/64 cities and
provinces nationwide, including 396 dealers of IT products information and
distribution agent 560 mobile products. Professional distribution system, distribution
of more than 100 leading technology companies in the world. The company is the
trusted partner of more than 60 world famous brands such as IBM, Microsoft, HP,
Nokia, Toshiba, Oracle, Samsung, Veritas, Computer Associates, Apple, Intel,
Symantec, NEC, CA,etc,...
- According to the Ministry of Information and Communications, the market
value of the IT product distribution to about 1.5 billion USD in 2009, of which FPT
approximately 40% market share.
2.1.5 Service after sale
- However, the market offers digital equipment, technology products such as
laptops and mobile phones, the warranty policy is always the consumers rated as one
of the long-term commitment to quality products. Because these are very sensitive
product and demands high quality of after-sales service. Aware of that, FPT began

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organizing staff as well as warranty policy more thoroughly, professionally and in a
fairly scientific process.
- Born not long but retail system FPTStore loyal to his principles "offers
genuine products of high quality, perfect service and increase the elaborate space
aimed Shopping best customer service ". In particular, from April 15, FPT Store will
increase the warranty period of 1 year to 2 years for all kinds of laptops sold in their
system.

- FPT IS has a network of service centers is based on the standard Cisco Gold
Certified Partner. Trained and certified by the largest vendors such as Cisco,
Microsoft, Oracle, IBM, HP,etc,... The center has a team of experienced professionals,
dedicated, always ready to solve all requests bridge maintenance and technical support
of customers.
- Currently FPT IS has offices and service centers in 7 provinces technologies,
cities, stretches along the territory of Vietnam including Hanoi, Da Nang, Nha Trang,
Can Tho, Ho Chi Minh City, Vung Tau, Buon Ma Thuot. In the coming time, FPT IS
will increase the total number of points provides technology services to 20 cities
across the country. We are the only unit in Vietnam is ready to serve clients all across
the country weekdays.
2.2 The activities supported
2.2.1 Construction of infrastructure
- FPT believes that its core strength is human FPT, so the company continued
to attract, recruit talented young people in every country. System administrators open,
create many challenges and opportunities coupled with adequate investment in culture
FPT now has turned into a place to attract talent. This is a big advantage for the
assurance of human resources for the company's growth in the coming years.
Currently FPT offers 26 doctoral, 106 master's, 4.033 engineers and bachelors.
2.2.2 Legal services
- Using the Legal Services has advised corporations or corporations with
negotiating and entering into contracts with organizations and individuals; settlement
of disputes arising in the production and business of enterprises;
- The legal support services effective in advising the steps now to build
projects, production and business plans, facilitate the evaluation process, established
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procedures for loan applications or complete the documentation of collateral, early
access to bank capital (in case needed),etc,...

2.2.3 Accounting and Statistics
- Activities of the conglomerate accounting treatment and provide information
relating to the the operation of the business manager to help decision making for
operational business and planning for future matching strategy and business strategy.
It also provides information for those objects outside the enterprise, to help them make
decisions consistent with the objectives which concern them.
2.2.4 Research and Development
- Develop, enhance the technological level is one of the number one priority of
FPT for development goals in the coming years. Continuing a strategy to increase the
level of technology, FPT became gold partner series of large firms such as Cisco,
Microsoft, Checkpoint, Oracle,etc,... With this success, the company can boast FPT
comparable companies in the area of technology level. In recent years, the Company
has established a series of high-tech laboratory, staff nominate lot to study and
implement the international evidence about information technology. Currently, FPT is
one of the largest IT companies capable of implementing information technology
systems large, complex requires a high level of technology in Vietnam.
- FPT identify research and development activities is an essential activity,
associated with the daily operations of the company, so the company has invested
human and financial resources to perform research tasks and development at the
company and its affiliates. The company, looking for opportunities to expand product,
service and technology solutions to new, better, more efficient for customers.
3. Assessment the SWOT matrix of FPT Company
3.1 Strengths
- Leaders who have the experience, strategic vision. The good governance of
leadership has created a high growth and stability in recent years Ftel.
- As a leading company in the field of telecommunications and technology.
- The advantages of capital, brand, young workforce, qualified.
- All customers appreciate the quality and get trust.
- The branch of Ftel has expanded into many provinces and cities nationwide.

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3.2 Weaknesses
- The average level of rates higher than the opponent.
- Brand positioning with premium customers or people wishing to use high
(play games, watch movies, download software,etc,...) these objects occupy a large
number do not.
- Coverage is limited infrastructure.
3.3 Opportunities
- Telecommunications market in Vietnam is still much potential for
development.
- Vietnam ranked in the top 20 countries with the pace of development of
telecommunications technology and most powerful.
- Link exchange technology with many corporations, large enterprises around
the world - opens many opportunities for collaboration developed world.
- Expansion to other countries and territories in the region.
3.4 Challenges
- Have strong competition from rivals especially now the state capital.
- Increase the coverage of infrastructure.
4. Proposed measures
4.1 Actions Customer Care
In terms of Ftel customer care, in the future gradually perfect the system of
management of customer relationships alone, the system needs additional support
features automatic detection and warning of trouble contract or behind schedule,etc,...
So employees can find solutions quickly as possible.
With warning systems on Inside color: green - represent a better deal, awaiting
execution, yellow - warning had little problems, slow construction, not on schedule,
showing the construction contract can not are, need care, dealt with immediately,
automatically send email alerts to the staff immediately.

In addition, a modern system minimizes work for office workers, selfdiscovery and signaling customer's birthday, while using the services of the
company,etc,... to get the customer care policy best customers. Minimizing customer
frustration, satisfaction means increased customer will advertise the image of FPT for
friends, relatives and customers to be introduced will increase significantly.
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4.2 Actions customer search
With strong growth of internet marketing methods that FPT Telecom (hang
banners, brochures, decals,etc,...) will gradually outdated, so in the future, the market
marketing of FPT should have ways as newer, more relevant. In addition, some staff
do not comply with the rules (mostly collaborators) of Ftel, hanging banners not
prescribed places, leaflets rampant affect the company's image. So, I think in the
future should have the approach new customers:
- Connection points - registered agent: FPT needs to find its official agent,
every employee will be assigned to each search area locations registered dealers up
Internet installation (possibly repair shop, sale of computer, phone shops
mobile,etc,...). Care FPT dealers are supporting a number of signs, flash, or hang
banners at dealerships. Forms sponsored billboards as some companies have done
quite successfully (eg Mobifone), by at each dealer repair, selling computers, network
equipment,etc,... Ftel will sponsor signs ( including a shop again will be the name,
trade items, telephone, address,etc,...) in exchange for a more stores will sign her to
put information of FPT Telecom (telephone number, name, address only,etc,...).
Marketing online: courses needed support to staff knowledge of online
marketing to cultivate more professional knowledge. Currently the majority of
employees in the sales department customer searches according to traditional
methods, making marketing (brochures, banners,etc,...).
- Broadband Internet in my opinion the main customer segments that the
company is hitting young people, high demand entertainment like gaming, watching
movies, download documentation, software,etc,... Therefore, there should be events

hitting objects. Social networking is also fertile ground for marketing activities, with
advantages on facebook unbounded, FPT is gradually huge attraction. The events
related to gaming, competitions are held annually, with the support of social
promotion will create a sizable attention for FPT.
4.3 Increased attention and existing customer care
Currently, the customer care department of Ftel working fine but I want to
propose a number of activities to improve the efficiency of work for the department.
With the advantage of holding the entire details of customers are using the service and
storage systems, information management is quite modern, finding information is
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quite simple. For a group of software and information technology services in Vietnam
as FPT, the management software customer relationship company has very modern,
but I propose will have added some additional for this system to fulfill their
capabilities - one solution to increase customer loyalty to the company FPT Telecom.
- Annual birthday gift: a birthday every customer will have department visits
(via phone) to add greetings, send mail, or cards to customers who are using the
service rather thanks a. For customers who use one or more years, to a birthday
greeting will call together a gift sent by employees of chargeable (Last month) or I
proposed 50% tariff methodology guest birth month enclosed envelopes every
birthday - this will be a surprise gift to make a customer feel concern, closeness makes
the distance between enterprises and customers closer together Nazis. Also, can
donate wall calendar in the new year,etc,...
- Customers using 3 years: For those customers with long term use of (loyalty),
in addition to the annual birthday FPT will organize an event "Customer Gratitude
Day" - a meeting place between business and customer. This festival will be a place to
meet, exchange and leadership to thank sincerely to customers who use its services. At
the venue of the event, will take place the exchange activities (arts,
competitions,etc,...), display and sell the products of FPT Group help customers learn

more about the latest products and services his service. This festival can be celebrated
every year on the establishment of FPT (on September 13th) has meant the company's
anniversary has created an opportunity for the staff the opportunity to meet, interact
with each other.
- Customers using transmission simultaneously from two or more (have
confidence in the quality of the company): in my opinion, for customers using 2 lines
or more, the company should have a special concern because they have full
confidence in the service of their registration FPT instead add other Internet traffic.
During work, I also met many cases customers have mentioned problems use a longer
line and questions that they have confidence in the quality of the company, used more
so there What else is promotional. Current answer is "no" and vice versa customers
also to agree to use two parallel transmission line (for customers who use more than 6
months, if canceled, the heavier will be compensated when using only one line). In my
opinion, the right to agree to the FPT side but should look more sympathetic and
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welcoming for customers by supporting roaming charges or invite them to join
"customer appreciation festival" instead Thanks for having full confidence in FPT.
Also, in this way will create the desired psychological and continued use of voluntary
long-term service to customers rather than impose sanctions (penalties) as of
commitment.
In addition, customer satisfaction should be based on the time of construction,
quality of products and services, therefore, some of my suggestions in order to
improve customer satisfaction in the construction division, technical support:
- Reduced construction time: waiting time for execution usually delivered in
about 2 - 3 days, but there are some cases where the execution time can be increased
to 3-5 days, leading to long waiting times reduced satisfaction in the company's
service offering. Therefore, to increase customer satisfaction should reduce
construction time more.

- Maintenance, Troubleshooting: must be carried out quickly.
- Also equally important is the attitude of construction workers to clients,
words, words must be accurate and consistent.

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CONCLUSION

FPT company is a leading company in telecommunication technology of
Vietnam, has confirmed a solid brand in the domestic market. With a clear growth
strategy and is implementing the project will accelerate the process of growth and
development for future FPT.
Over a period of work in FPT Telecom, I have matured a lot. With a
professional working environment, infrastructure systems, modern infrastructure, the
additional course knowledge,etc,... Ftel are very well equipped for his staff with the
tools necessary to be able to do the best way.
In the process of learning and work, unavoidable mistakes, but with the
enthusiasm of the staff, colleagues, experience of management levels, have support,
help overcome all issues problems that I encountered. Environmental work in the sales
department is a close environment, friendliness, solidarity, all staff and management
levels are devoted to the task, try your best to always achieve the set targets. The
process of work and dedication here has given me so many changes, changes in
thoughts and actions. I feel more mature, more confident in communicating with
people. Working styles should also more professional on from how to dress, walk, to
talk. The ability to face and resolve the situation encountered in business despite being
theoretically guides at school but actually encountered the first time has made me
quite embarrassing, awkward. But through repeated exposure, solve, I can confidently
solve problems encountered quickly and make customers feel more satisfied, at least
reduce the annoyance to customers.

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