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Developing mobile information services at Vietnam Posts and Telecommunications Group by 2020 - 10


In the mobile information service business, technology, coverage, promotions... can all be learned and caught up by competitors, only the human factor is a valuable asset, a strategic weapon that competitors cannot "copy". The human factor is considered a strength of mobile companies at the Vietnam Post and Telecommunications Group. Currently, the quality of the staff is increasingly improved (5% have university degrees, 65% have university degrees and 30% have degrees below university degrees). The majority of staff are young, qualified, well-trained and dedicated. This is considered an invaluable asset of mobile information companies. People are the most important factor determining the success or failure of a company. In mobile information service activities, human participation in the service provision process plays a very important role and is the main factor determining service quality. Realizing this, mobile information companies at Vietnam Post and Telecommunications Group pay great attention to human resource development. Mobile information companies have focused on investing in the field of training, equipping with a lot of professional knowledge, communication skills... Training courses based on modern business perspectives help staff acquire new knowledge to effectively apply in daily production and business activities. Mobile information technology is a modern technology, changing rapidly, if not updated, it will become outdated, unable to master the network. Therefore, the technical staff is of great interest to mobile companies, and is trained in depth. Key technical staff are sent to study abroad and constantly research and learn from experts capable of operating the network and handling arising incidents.


In general, mobile information companies in Vietnam Post and Telecommunications Group have a rich source of dedicated, well-trained and specialized human resources, which is a valuable asset that creates an advantage over competitors.

According to a survey evaluating the service quality of mobile information companies' transaction officers, we have the following results:

Table 2.11: Service quality of transaction officers



Service form

Scoring scale


Very good


Total


Fit


Least


Very poor

1. Staff service

60%

20%

15%

5%

0%

2. Customer questions and problems are answered fully and promptly.


63%


16%


11%


10%


0%

3. Service level of the transaction officer

70%

15%

9%

6%

0%

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Developing mobile information services at Vietnam Posts and Telecommunications Group by 2020 - 10


(source of survey)

Through the survey results, we can see that up to 80% of surveyed customers highly appreciate the service of mobile information companies at Vietnam Post and Telecommunications Group, 79% of customers appreciate the response to questions, 85% of customers are satisfied with the service attitude of the company's employees. Achieving the above results is the result of the hard work focused on building a team of professional employees who take customers as the goal, serve for the interests of customers, work enthusiastically, love the industry, love the job. However, 6% of surveyed customers are still not satisfied with the service attitude of the employees, this issue needs to be studied.


Research measures to deal with, linking service quality with salary mechanism because this affects the reputation and service quality of the company. On the other hand, 5% of customers surveyed rated the service style of the staff poorly due to objective factors such as crowded stores or subjective factors such as unprofessional and unsystematic service style of the staff, so mobile companies need to pay attention to training and supervision more closely. 10% of customers complained that customer inquiries were not resolved fully and promptly due to lack of enthusiasm of the staff, and customer service centers were difficult to contact.

In short, human resources at mobile information companies in Vietnam Post and Telecommunications Group have qualifications, experience, and dedication, and this is the most important differentiating factor to win over competitors.


2.2.2.2. Price policy


As the units with high market share, all the prices of mobile information companies at Vietnam Post and Telecommunications Group are regulated by the Ministry of Post and Telecommunications after being agreed by the Ministry of Finance. Therefore, the prices of MobiFone and Vinaphone are always higher than those of their competitors. Meanwhile, in some countries in the world such as the US, mobile phone prices are very cheap with good quality. For example, the US company T-Mobil offers a package subscription of 39.99 USD/month with 600 minutes of calling, free in the evening and on weekends. With the lowest salary of no less than 7 USD/hour of work, the lowest-paid worker only needs to spend 1 working day's money to pay for the entire month's mobile phone fee. In Japan and the EU, mobile phone prices are also continuously decreasing. Meanwhile, our average income per capita is much lower than other countries.


times. By the end of 2005, Vietnam's income was about 600 USD/person/year, Thailand: 2,000 USD/person/year; Malaysia: 5,000 USD/person/year;

Korea: 19,000 USD/person/year. Average income of Vietnam in 2006

is 720 USD/person/year. This is a disadvantage for consumers who have to pay high mobile rates while their income is lower than other countries in the region. According to the strategy for developing the Vietnamese postal and telecommunications industry approved by the Prime Minister, Vietnam's telecommunications rates must be lower or equal to those of other countries in the region. Therefore, mobile information companies need to research and adjust their rates accordingly.

According to telecommunications experts, since the birth of Viettel Mobile, it has created a new wave in the mobile information market with attractive rates in prepaid services (Economy, Friend, Bonus, Speed, Daily, Z60, Basic Card and Tomato) and postpaid services (Basic, Family, VPN). S-Fone is considered a network with cheap texting rates. In particular, with the Forever product, customers can listen forever even if they run out of money. We have a comparison table of rates between mobile service operators below:


Table 2.12: Comparison of postpaid subscription rates


MOBILE NETWORK

MobiFone

VinaPhone

Viettel

S-Fone

E-Mobile

HT-Mobile

Connection fee

150,000 VND

150,000 VND

119,000 VND

150,000 VND

100,000 VND

118,000 VND. For B-Corporate fee is 680,000 VND

Method

fee

calculate

Block 6s+1s

Block 6s+1s

Block 6s+1s

Block 6s + 1s

Block 6s + 1s

Block 6s + 1s

SMS sending fee

400 VND/message (off-line) 350 VND/message

(internal network)

400 VND/message (off-line) 350 VND/message

(internal network)

350 VND/message (off-line) 300 VND/message

(internal network)

300 VND/news

352 VND/message (off-line) 300 VND/message

(internal network)

300 VND/message (domestic and international)

Postpaid services provided :


MobiFone


Vinaphone

Basic+, Family, VPN

Standard, Free 1, VIP250, VIP400, VIP600

E-Mobile

B-Standard, B- Business, B-Vip, B- Corporate, B-data2

Basic subscription

MobiFone

VinaPhone

Basic +

Standard

E-Mobile

B-Standard B-Business B-data2

Monthly subscription

66,000 VND

66,000 VND

59,000 VND

55,000 VND

55,000 VND

50,000 VND





300,000 VND





75,000 VND


Call charges


Domestic: 134.97 VND/6s +

22.5d/1s Off-network: 150d0/6s + 25d/1s


Domestic: 134.97 VND/6s +

22.5d/1s Off-network: 150d0/6s + 25d/1s

On-net: 129d/6s+21.5d/1s Off-net: 139d/6s+23.16d/1s


Domestic : 129 VND / 6 seconds

+ 21.5d/1s Off-network: 139d/6

+ 23.17 VND/1s

On-net: 100 VND/6s + 16.67 VND/1s Off-net: 132 VND/6s + 22 VND/1s

B-Standard : In-network: 1.00 VND/6s + 16.67 VND/1s. Out-of-network: 130 VND/6s + 21.67 VND/1s

B-Business : Domestic: 90d/6s + 15d/1s

Off-net: 120 VND/6 seconds

+ 20đ/1s (from minute




251 onwards)




B-Data2 : Internal network:








150đ/6s + 25đ/1s. Off-network: 210đ/6s

+ 25d/1s

Call charges are determined based on monthly usage.


Packages G1 to G6 correspond to block number 1

Packages G1 to G6 correspond to the number of blocks per second.




Not specified


Not specified


seconds of use:

use :





5,000, 10,000,

5,000, 10,000,





15,000,20,000,

15,000,20,000,





25,000, 30,000

corresponding price

25,000, 30,000

corresponding price

Not specified




buy: 202,206 VND,

buy :





320,084 VND,

202,206 VND,





442,569 VND,

320,084 VND,





550,322 VND,

442,569 VND,





669,338 VND and

550,322 VND,





778,756 VND

669,338 VND and






778,756 VND




Group subscription

Do not have

Do not have

Family

Free 1

Do not have

B-Corporate

Monthly subscription


59,000 VND

180,000 VND


30,000 VND

Number of subscribers in the group




At least 5 subscribers

Domestic call charges



Domestic: 129d/6s + 21.5d/1s

Off-line:


150d/6s + 25d/1s


Domestic: 80 VND/6 seconds + 13.33 VND/1 second and outside

network: 110đ/6s +



139d/6s + 23.16d/1s


18.33 VND/1s

Call charges are determined based on monthly usage.



Not specified




Toll free number



900 seconds/month

Free calls to other registered S-Fone subscribers.

Free of charge

50,000 VND/month data transmission fee



Premium subscription

Do not have

Do not have

VPN

VIP250 VIP400

VIP600

Do not have

B-VIP

Monthly subscription


5 9,000 VND

250,000 VND


500,000 VND



400,000 VND




600,000 VND


Number of subscribers in the group



From 5 subscribers or more

Do not have



Domestic rates



Internal network:

129đ/6s+21, 5đ /1s Off-network: 139đ/6s+23,16đ /1s

VIP250 : 130đ/6s +

21.7 points/1s (from minute 201 onwards)

VIP400 : 120đ/6s +


Domestic: 80 VND/6s + 13.33 VND/1s

Off-line: 110 VND/6 seconds

+ 18.33d/1s



20đ/1s (from minute)




351 onwards)




VIP600 : 110đ/6s +




18.3 points/1s (calculated from




601 minutes onwards)


Group call rates


Call charges within group :

89 VND/6s + 14.83 VND/1s




Number of free calls per month


No rules VIP250 : Free

200 minutes/month for domestic calls to 1 subscriber number within the network and to other networks. Free 100,000 VND/month data transmission fee. Free subscription to package 5U (Coloring, Callkeeppper, Voice mail, WEB sms, Web sms chat) VIP400 : Free

350 minutes/month for domestic calls to 1 subscriber number within the network and to other networks. Free 100,000 VND/month data transmission fee. Free subscription to package 5U

VIP600 : Free 600 minutes/month for domestic calls to 1 subscriber number within the network and to other networks. Free 200,000 VND/month for data transmission fee.

Free 5U package subscription


Free 500 minutes of calls within and outside the network

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