TRUNG TM

H TR BN HNG MIN NAM

PHNG KHCH HNG C NHN

CNG HA X HI CH NGHA VIT NAM

c lp T do Hnh phc

Tp.HCM, ngy 18 thng 7 nm 2016

BO CO
V vic: kho st, nh gi cht lng qun tr KBH , cng tc thu CTV , cng tc bn hng
lu ng trn a bn tnh Lm ng

I.

TTKD tnh/TP:

Lm ng

Thi gian cng tc:

12-15/7/2016

Nhn s tham gia:

P.BHCN MN: Nguyn Th Hng Hnh, Trng Th Mai Trang,

Nguyn Minh Cng

Huyn kho st

Huyn Huoai, n Dng, c Trng

NI DUNG CHNH, MC CH CNG TC:

+Thc hin kho st BL, P.BHKV, P.HNV nh gi v cng tc pht trin knh, cng tc
kinh doanh, cng tc iu hnh cng nh b tr nhn s ti TTKD VNPTTP .
+ Tham kho v cng tc thu CTV ti a bn
+ Tham gia cng tc bn hng lu ng ti P.BHKV.
A. Knh bn hng:
1. Kho st thc t im bn trn a bn:
- S lng im kho st thc t 12 im/ 3 P.BHKV
+ H. Hoai: Ca hng Vi tnh Bch Vit, CH T Hnh Trung, BHX Pht Anh.
+ H.c Trng: CH DT ST Mobile, tp Ha Xun,
+ H.n Dng: CH Qunh Vy, CH V Nguyn, CH T c Sng
- Kt qu kho st:
- Hu ht cc BL c bn sim th ca Vinaphone, nm c chnh sch ca sim ang bn, hi
lng vi nhn vin chm sc vi tn sut 2-3 ln/ tun i vi H. Hoai, 1 ln/ tun i vi
H.c Trng v n Dng,cung cp hng ha sim th kp thi,
- Sim trn a bn c dn chnh sch tm tt trn sim v th im bn c th gii thiu c
chnh sch khi khch hng c nhu cu.
- Cc im bn l ca hng T u s dng sim eload, ch c cc CH tp ha do tnh cht
hng ha a dng nn hin ch bn th co vt l.
- im bn cho bit trong thi gian t nm 2016 sim Vina c tiu th tt v cc gi r v
hin nay cht lng sng cng dn n nh hn ch sau Viettel v trn Mobi.
- So vi u nm 2016 n nay, hnh nh thng hiu c ph rng trn a bn vi bng to,
bng vy, bng khuyn mi ngy vng, t ri ti cc BL

im bn x c trang b t chun v hnh nh nhn din thng hiu bng ngang, bng
dc, hon thnh vic ko ng truyn n im bn thc hin thay sim cho KH.
+ Thng tin th trng:
- Viettel: b ng th trng nhng trong thng 6 i ng NVTT ca Viettel ang kho st cc
chnh sch ca Vinaphone cho BL.
- Mobi:Hin ang quy nhiu th trng bng sim data vi gi 21D7 , bn vi gi 10.000/ sim
hoc tng cho KH. Mobi s dng u s 089 gn gi sim 8.
- V bng rng: Viettel ra gi combo NET TV + internet vi gi 230.000
2. Kt qu kho st knh ti 3 phng BHKV nh sau:
P.BHKV Huoai:
+ Nhn s vi tng s lao ng l 6 ngi, trong c 1 ph trch phng ( G), 2 NVKD
TS, 2 NVKD TT, 1 K ton, 1 CTV lm GDV, 10 nhn vin thu cc, 1CTV va lm TT v
TS.
+ Cc ch s Thu bao v Doanh Thu trn a bn qun l (n thng 6/2016): 73 BL v 11
BH X , qun l 7216 TB tr trc ( trong c 3690 TB tiu dng > 25.000, t t l
51,1% TB tiu dng >25.000 / tng TB TT ti n v), 312 TB tr sau, 463 Mega, 1314
Fiber, 930 My TV, 1081 TB c nh. DT cc dch v tr sau khong 520 triu. DT np th tr
trc 420 triu / thng. S lng sim ra th trng 500 sim/ thng, t l sim sng 50%.
P. BHKV n Dng
+ Nhn s vi tng s lao ng l 6 ngi, trong c 1 ph trch phng ( G), 2 NVKD
TS, 2 NVKD TT, 1 K ton, 1 CTV lm GDV,1 CTV TT, 1 CTV k ton, 10 nhn vin thu
cc.
+ Cc ch s Thu bao v Doanh Thu trn a bn qun l (n thng 6/2016): 163 BL v
10 BH X , qun l 25288 TB tr trc ( trong c 15193 TB tiu dng > 25.000, t t
l 60,1% TB tiu dng >25.000 / tng TB TT ti n v), 623 TB tr sau, 3496 Mega, 2070
Fiber, 1839 My TV, 3570 TB c nh. DT cc dch v tr sau khong 1.4 t. DT np th tr
trc 1,7 t / thng, S lng sim ra th trng 2000 sim/ thng, t l sim sng 70%.
P.BHKV c Trng
+ Nhn s vi tng s lao ng l 13 ngi, trong c 2 ph trch phng ( G+ PGD ), 5
NVKD TS, 2 NVKD TT, 1 K ton, 1 QL Cng n, 1 Chm Sc Khch hng, 1 CTV lm
GDV, 25 nhn vin thu cc, 2 CTV TT.
+ Cc ch s Thu bao v Doanh Thu trn a bn qun l (n thng 6/2016): 73 BL v 11
BH X , qun l 48316 TB tr trc ( trong c 28329 TB tiu dng > 25.000 t t l
58,6% TB tiu dng >25.000 / tng TB TT ti n v), 2849 TB tr sau, 6007 Mega, 4805
Fiber, 3612 My TV, 7683 TB c nh. DT cc dch v tr sau khong 3,2 t. DT np th tr
trc 3,6 t / thng. S lng sim ra th trng 3500 sim/ thng ( 2500 sim knh bn hng,
1000 sim BHL), t l sim sng 45%.
+ Ch tiu knh bn hng ca 3 Phng BHKV: (s liu c chy trn h thng smss t ngy
1/6-12/7/2016).

 ph knh

Phng Bn Hng Khu Vc

Huoai
Phng Bn hng Khu Vc
n Dng
Phng Bn Hng Khu Vc
c Trng

Cht lng knh

T l
BL co
Eload
(%)

T l
np th
ng a
bn
PBH
(%)

Tn sut
chm soc
BL (t l
BL c
chm soc
ti thiu 1
ln/tun)
(%)

T l
BL
c
gn
ta

50,68

55,87

72,16

87,67

100

100

62,2

32,93

77,71

98,17

100

100

57,89

41,10

66,82

99,60

100

SL
BL
ly k

S B
hng
X ly
k

T l
BL
pht
sinh
DT(%
)

T l
BL
bn
SIM
(%)

62

11

100

153

10

232

15

TTKD VNPT TTP

ng
dng
CNT
T

3. Nhn xt chung c ch qun l v cht lng knh:

LG nhn thc BL chnh l mt knh bn hng ch o i vi mt hng sim th v l
knh trc tip a sp n tay ngi tiu dng nn t u nm 2015, LG tp trung vo
cng tc pht trin im bn trn a bn. Trn c s cn i ngun kinh ph c cp, LG
ch ng xy dng mt s bin php khuyn khch BL trn a bn cc BL nhn sim
Vinaphone v bn v ch ng gii thiu sim Vina cho ngi dng. Bin php ny duy tr lu
di kch thch cc BL chn kinh doanh cc loi sim Vina ra th trng.
- n nay, LG xy dng c knh bn hng qua BL c nh gi l tt so vi cc
tnh khc trong khu vc, t l bn sim ca knh ny chim 70% tng lng sim ra th trng.
- TTKD LDG hin ang xp hng 13/22 tnh khu vc 2, Cc ch s knh trn ton tnh nh
sau: hin ton tnh qun l 1922 BL, ch tiu ph knh 1,56 ( t 80%) , im bn hng
x 144 im ( MDHT: 196%) , t l L bn sim: 67,86% ( MHT: 194%) , t l BL c
pht sinh Doanh Thu : 99,38%, t l BL c sim Eload 37,21, t l np th ng a bn:
91,34 , t l np th ng huyn: 45,90, tn sut chm sc BL: 43,62, t l OB lin lc
c: 66% , t l OB hi lng 93%.
- Hin nay, tt c cc phng BHKV hot ng rt tt m hnh 2 trn a bn, t u TTKD
LDG ch trng n vic khai thc im mnh ca NVKD trong qu trnh tch bch m
hnh 2 trn a bn ( NVKDTT phi nhit tnh chu kh, nng ng hn d dng tip xc
BL, NVKDTS tn dng i ng NV vin thng chuyn sang nm c qui mng li,
v c k thut sa cha thit b cho KH) G cc phng bn hng theo st ch s knh v
doanh thu ca phng ph trch. NVKD TT v TS nm c cng vic ca mnh thc hin
trong ngy v s lng phi thc hin trong thng qua h thng smss v trang iu hnh sn
xut kinh doanh ring ca Lm ng.
-

Hin ti, cc phng BHKV c trang b Sim Eload cho im bn tuy nhin, a phn im bn
l Tp ha nn ch ca hng khng mun s dng v s bn nhm tin cho KH. V th t l
sim eLoad Lc Dng (21,05%), n Dng(32,93%) v lt (30,18%) vn t ch tiu
nhng thp hn cc phng bn hng khc.
80% cc im bn nm c chnh sch sim ca nh mng, hin TTKD LDG ang trin khai
bn gi uzone ti cc khu trung tm nh lt v sim sinh vin 690 cc huyn gip ranh
cc tnh ln cn.
V bng rng c nh: mi quan h gia KD v KT cc P.BHKV kh tt, h tr nhau v th
cc n tn v bng rng khng nhiu.
Vic trin khai im bn hng phng x theo VB s 2583/ VNPT VNP KHT, TTKD
BPC pht trin c tng cng 144 BHX v trong c 140 BHX hon tt vic
trang b bng hiu v ko ng truyn n B tuy nhin, TTKD LDG cha m user cho cc
BH x thay sim cho KH v s nh hng n vic thay sim s p ca KH, NVKD TT vn
li sim trng cho cc BHX tuy nhin khi KH c nhu cu NVKD s h tr BHX .
V chng trnh truyn thng cho gi Big Data theo vn bn s 2329/KHCN-MKT ngy
8/6/2016, TTKD thc hin in 20000 t ri big data trang b y ti cc GD v BL
trn a bn, thc hin in bng ln ti khu vc o n TP. lt, ni c lng xe khch qua
li ng c.
Hnh nh thng hiu : so vi nm 2015, TTKD LDG ph kh rng hnh nh thng hiu
trn ton a bn, 90% cc BL c trang b bng hiu ln, bng vy, bng khuyn mi
50%, cc im bn hng x c trang b theo mu chun ca TCT. Cc trc ng chnh
xut hin nhiu bng hiu Vinaphone vi kch c ln, c im nhn cc ng ba, ng t v
ca ng du lch. Ti cc BL hu ht c nhn din thng hiu Vinaphone. Nhiu bng hiu
c treo ti v tr p ti ca hng.
Cng tc truyn thng sn phm: LG qung co gi cc 690 khp cc BL thng qua cc
t ri, bng rn treo ti cc BL. Nu khch hng bit n Mobi c gi cc sim 8, th B
cng bit c Vina c gi 690 hoc HSSV gi rt cnh tranh. V vn truyn thng sp,
LG lm vt tri hn so vi cc tnh trong khu vc.
V ch tiu phn giao BSC: LG xy dng BSC gn ging vi c Lc trn nguyn tc:
+ a ra cc ch tiu n gin, d hiu, c kh nng o m c.
+ Cc n v ch tiu thc hin u c quy ra im, d tnh ton.
+ C cng c gim st v cp nht s liu hng ngy, bt c nhn vin no cng c th
xem mc hon thnh cng vic ca mnh theo ngy, tun, thng.
+ BSC to c ng lc cho NVKD , lm nhiu hng nhiu, lm t hng t ch
khng co bng nh cc TTKD khc.

im mnh ca LG l ng dng c CNTT vo qun l iu hnh sn xut, cc ni dung

ca phn mm c thit k ph hp st vi yu cu thc t, qun l cung cp tt c cc s
liu cn thit phc v cho sn xut kinh doanh ca tt c cc dch v Tr Trc , Tr Sau,

Bng Rng , C nh, My Tv (s liu lin quan n cc ch tiu c giao thc hin n thi
im xem nh Doanh thu dch v, t l hon thnh so vi k hoch, so vi cng k ca nm
trc, phn tch mc tng gim ca TB/ Doanh Thu trong tun/ thng/ nm t nh gi
c hiu qu thc hin ca cc P.BHKV, mc thc hin ca tng nhn vin/ CTV
- NVKD c th coi c sn lng mnh thc hin trong ngy/ tun c giao, TB PSC thc
trn a bn iu chnh s lng sim bn ra trong th trng nhm t BSC c nhn.
Hng tun, P.DHNV thc hin im tin n cc phng bn hng khu vc ( cc ch tiu
knh), thng bo cc ni dung vn bn mi cng nh nhc nh cc cng vic cn trin khai
trong tun.
4. Lm vic vi Phng HNV v Lnh o TTKD:
4.1 Cc ch tiu TTKD LDG t c n qu 2.2016 nh sau:
- Tng trng tng doanh thu: ton tnh tng trng 115% KH
- T trng doanh thu t dch v CNTT trn tng doanh thu: ton tnh thc hin 5,31%
t 100% so vi KH
- Tng trng TB PSC di ng tr trc: ton tnh tng trng 7,129 TB, vt k hoch
515%.
- Tng trng TB PSC di ng tr sau: vt k hoch ( thc tng tm 135 TB)
- Tng trng TB PSC My TV: tng trng 485 TB, hon thnh 107% KH
- hi lng ca BL: t 97%, ring phng BH bo lc c t l 86%.
- Tng trng TB PSC dch v bng rng c nh: ton tnh thc tng 298 TB, t 52%
vi k hoch.
- Cht lng knh bn hng: ton tnh t 95% t l hon thnh.
4.2 K hoch nng cao cht lng knh Q3.2016 ca TTKD nh sau:
- Lnh o TTKD v Phng HNV hin ang trin khai k hoch chng trnh nng cht
lng knh nhm t c kt qu nh sau:
+ Hng tun 100% im bn c bn hng.
+ m bo t l 1,5 im/1000 dn v tin n 2 im/1000 dn.
+ n ht thng 8, 100% im bn x, phng phi bit ng k thng tin thu bao tr
trc ( v ht nm 2016 s khng cn tnh trng bn sim ng k trc nh hin ti).
+ 100% im bn x, phng phi lin lc bng s vinaphone c cp nht vo h
thng smss.
+ Tng t l im bn l c sim eload trn a bn.
+ y mnh ch s knh ti cc phng c knh bn hng di 50% im bn pht sinh
doanh thu nh: Phng bn hng KV Th, Phng bn hng KV Di Linh; Phng bn
hng Lm H khu vc am Rng.
B. Cng tc thu cng tc vin:

TTKD LDG c quy nh ring v vic tr th lao cho CTV pht trin dch v v nhn
vin chm sc a bn rt c th nh sau:
Chia a bn thnh 3 khu vc trn ton tnh v phn theo i tng KH v Doanh Thu
trn a bn.
Khu vc 1: cc phng thuc TP. lt, TP.bo lc, TT lin ngha c trng
Khu vc 2: cc khu vc cn li ca Tp.Bo Lc, Tp.Bo Lc, H.c TRng
Th trn Lc Dng, ton b H. n Dng, Lm H, Bo Lm, Di Linh, ni
a th trn Huoai, T , Ct Tin.
Khu vc 3: cc khu vc cn li ca huyn Lc Dng, Huoai, T , Ct Tin v
ton b huyn am Rng.

CTV c th tham gia pht trin dch v tr sau hoc tr trc hoc c th tham gia pht trin c 2 loi
dch v.
1.1.Ch tiu pht trin TB ( Th lao c nh):
Ni dung

Ch tiu
KV1

KV2

KV3

Pht trin dch v tr >= 20 TB

sau (tnh c vn ng
thu bao quay li
mng v chuyn i t
mega VNN sang Fiber

>= 15 TB

>= 10 TB

Pht trin dch v tr >= 100 TB

trc ( bn trc tip,
kch hot v s dng
trn a bn)

>= 80 TB

>=40 TB

Th lao tr
theo doanh
thu v sn
lng

Th lao
khuyn khch
nng sut
cht lng

Mc th lao c tnh nh sau:

Th lao chi
tr cho CTV
pht trin
dch v

Th Lao c
nh

Th lao c nh:
STT

Mc hon thnh

Th lao c nh

T 70% n di 100% ch tiu ti mc 1.1

700.000/thng

T 100% n di 120% ch tiu ti mc 1.1

1.000.000/ thng

T 120% ch tiu ti mc 1.1tr ln

1.200.000/ thng

Gim tr th
lao do ri
mng

*Th lao theo DT v Sn lng theo quy nh ca Tng cng ty qui nh.
thu ht CTV v CTV gn b lu di vi VNP, ngoi cc ch tiu pht trin ti mc 1.1 ,TTKD
LDG cn c cc ch khuyn khch nng sut nng lng cho CTV nh sau:
STT Ni dung

Pht trin dch v

Tr Trc

Khuyn khch thm 20% hoa hng i vi TB vt 300% ch tiu tr

ln

Tr Sau

Khuyn khch thm 10% hoa hng i vi TB vt 300% ch tiu tr

ln

-CTV vn ng khch hng s dng dch v ca nh mng khc chuyn sang c hng thm 20%
mc hoa hng nu trn.
-CTV chuyn i/ pht trin mi ng thi thuyt phc c KH thanh ton trc t 6 thng tr ln
c hng thm mc KK nh sau:
+ thanh ton trc 6 thng: 0,5% cc thu c trc VAT
+ thanh ton trc 12 thng: 1% cc thu c trc VAT
+ thanh ton trc 18 thng: 2% cc thu c trc VAT.
Tuy nhin, bn cnh c cc chnh sch khuyn khch hp dn cho CTV th cng c phn gim tr
do thu bao ri mng hoc h gi cc khi cha thi gian hot ng 3 thng m bo TB
hot ng thc trn a bn.
Ti cc P.BHKV , i ng CTV c giao ban hng tun, thng nm vng chnh sch v khen
thng i vi cc CTV lm tt.
Vi chnh sch hoa hng nh trn, P.BHKV to iu kin cho CTV trn a bn c thu nhp n
nh t 5-9 triu/ thng, nn CTV c xu hng gn b lu di vi TTKD.
Hin nay, CTV tr sau ch lc l i ng Nhn vin thu cc, bn cnh hoa hng c hng
theo qui nh ca TCT, CTV c qun l v thu cc lun TB m mnh pht trin. Mc lng
TB ca CTV tr sau l 8-12 triu/ thng.
2. Chnh sch cho BL:
-

c hng chit khu theo mnh gi quy nh ti thi im bn.

NVKD dng chnh Eload ca BL kch sim cho BL BL c hng 100% tin kch
hot sim, TTKD h tr thm 10.000 cho BL v 15% doanh thu tiu dng ti khon chnh
i vi cc sim co TKC >= 10.000/ thng ( iu kin: trong 3 thng lin tip k t thng
kch hot v cc sim ny t iu kin pht sinh ti khon chnh >= 10.000/ thng trn a bn
tnh Lm ng.)
Thi gian u, kch cu BL bn sim, TTKD h tr tin mt i vi chnh sch trn., khi
knh bn hng vo n nh TTKD LDG thc hin tr bng TK Eload ng thi tng t l
BL s dng Eload.

BL ton quyn quyt nh gi sim bn ra cho KH hng phn li nhun t vic bn sim,
tuy nhin khng c h gi bn ph gi th trng.
Hin nay, LDG tp trung bn gi sim sinh vin 690 trn cc a bn gip ranh vi cc tnh xung
quanh nh ng Nai, Bnh Thun, Khnh Ha v khng lin vng zone nn nh hng n uy
tn vi khch hng. Nhng khu vc trung tm vn bn song song gi Zone trn a bn.
Qua kho st thc t trn a bn cc huyn Huoai, c Trng, n Dng, hu ht cc
im bn nm rt tt chnh sch sim ang bn trn a bn, im bn cho bit Sim Vina trong
thi gian ny bn tt hn sim Mobi.
Bn cnh , t l BL c bn sim tng, TTKD LDG cng thc hin chnh sch khuyn
khch ng vin cho NVKD TT hng hi hn trong vic thuyt phc BL ly sim.
Theo qu, TTKD LDG s thng k cc im bn tt nht trn a bn huyn tn vinh v
tng qu cho cc BL, BL gn b lu di v thy c s quan tm ca nh mng, ng
thi kch thch cc DBL khc.
3. Cng tc bn hng lu ng:
Trong thi gian u, P.DHNV c 1 i ng CTV ring chuyn h tr bHL ti cc P.BH tuy
nhin vo thi im ny cc P.BHKV dn i vo n nh knh bn hng v cng tc BHL
nn gim tn sut h tr ca P.DHNV 1 thng/ ln.
Cc phng BHKV u c trang b xe bn hng lu ng, kho st a im, pht t ri
truyn thng trc 1 ngy khi bn hng.
Tn sut bn hng lu ng ti cc phng BHKV 2-3 ln/ tun, chn cc im ch ng dn c
bn t 6-8h, trung bnh pht trin 20 40 sim/ ln, bn sim + qu tng ( d, nn bo him)
ma,..) vi gi 90.000 ( tng ti khon 90.000) . Ngoi qu tng trn, vi mi khch hng
np th mnh gi t 100.000 tr ln li c tham gia quay tip s trng thng vi gii
thng ( my in thoi, gy chp hnh, o thun, th co).
bo ton thu bao 10 s trn a bn, c tn sut 2 thng P.BHKV li qut cc TB bn ra,
nhng thu bao no cha pht sinh cc ( 2 thng) trn a bn s ch ng thu hi bn tip
cho cc t sau.
Hin nay, TTKD LDG ang p dng c ch 70-30, 70% lng sim c bn qua h thng
BL, 30% bn qua bn hng lu ng v TTKD LDG xy dng c h thng knh bn
hng n nh nn cng tc BHL trn a bn ch qung co hnh nh thng hiu l chnh.