Labor Situation of Vnpt Thua Thien - Hue Business Center in the Period 2018

2.1.3. Resources of VNPT Thua Thien Hue

2.1.3.1. Labor situation of VNPT Thua Thien - Hue Business Center in the period 2018 - 2020

Labor is a factor used daily in enterprises, is a very important factor determining the scale and business results of the enterprise. To improve production and business efficiency, labor management is one of the most important solutions. Currently, in general business management and labor management in particular, VNPT Thua Thien Hue has been gradually innovating and constantly improving to suit the special business situation of VNPT Thua Thien Hue.

Identifying human resources as an important factor, the leaders of VNPT Thua Thien Hue have agreed on a plan to develop quality human resources for themselves. Through universities in Hue, quality training centers combined with short-term training plans of VNPT Thua Thien Hue, so the entire workforce of VNPT Thua Thien Hue are trained in professional skills and expertise, thereby building a good culture of VNPT Thua Thien Hue.

Most of VNPT Thua Thien Hue's employees are highly knowledgeable and quick-witted. Therefore, they have the ability to quickly access science and technology and develop professional skills. It can be said that this is one of the advantages for VNPT Thua Thien Hue to develop its business activities. In addition, most of the employees are between the ages of 25 and 35, so their working style is very dynamic, creating conditions for VNPT Thua Thien Hue to operate and develop more and more.

Table 2.1: Labor situation of VNPT Thua Thien Hue Business Center in the period of five

2018-2020

(Unit: People, %)

Target

2018		2019		2020		2019/2018		2020/2019
Number of turns g	%	Quantity	%	Quantity	%	+/-	%	+/-	%
Total labor dynamic	161	100	163	100	165	100	2	1.2	2	1.23
Gender
Male workers	63	39.1	65	39.88	65	39.39	2	3.2	0	0
Female workers	98	60.9	98	60.12	100	60.61	0	0	2	2.04
Classified by level
Above university	10	6.2	10	6.13	10	6.06	0	0	0	0
University	100	62.1	98	60.12	98	59.39	-2	2	0	0
College	17	10.6	21	12.88	23	13.94	4	23.53	2	9.52
Intermediate	20	12.4	20	12.27	20	12.12	0	0	0	0
Primary	14	8.7	14	8.6	14	8.49	0	0	0	0

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(Source: VNPT Thua Thien Hue Business Center)

In terms of gender, in 2018, VNPT Thua Thien Hue Business Center had a total of 161 employees, of which 63 were male, accounting for 39.1%, and 98 were female, accounting for 60.9%. In 2019, the number of employees increased by 2 people, equivalent to 1.2%, of which male employees increased by 2 people, equivalent to 3.2%, and female employees did not increase. In 2020, VNPT Thua Thien Hue's total number of employees increased by 2 people, bringing the total number of employees to 165, equivalent to 1.23%, of which female employees increased by 2 people, accounting for 2.04%. Thus, we can see that VNPT Thua Thien Hue Business Center has a team of solid employees, specializing in fixed positions. We also see that currently, female workers are more numerous than male workers (35 people). This is understandable because currently, there are more positions requiring women, most of the transaction points have female consultants, and the Accounting position currently has female staff. Overall, the labor structure of the VNPT Thua Thien Hue Business Center is currently stable and operating well.

In terms of qualifications, in 2018, VNPT Thua Thien Hue Business Center had 10 employees with post-graduate degrees, accounting for 6.2%, and 100 employees with university degrees.

accounting for 62.1% and employees with qualifications: College, intermediate, primary have 51 people accounting for 31.7%. In 2019, the number of employees with post-graduate qualifications remained the same at 10 people, the number of employees with university qualifications decreased by 2 people to 98 people, a decrease of 2%, and the number of employees with college qualifications increased by 4 employees, an increase of 23.53, the remaining 2 lower qualifications remained unchanged, accounting for 20.87% of the total number of employees. In 2020, the number of employees with post-graduate and university qualifications did not increase or decrease, but the number of employees with college qualifications continued to increase by 2 employees, equivalent to 13.94%, while the number of employees with lower qualifications remained unchanged. Through the above analysis, we can see that the post-graduate and university level of VNPT Business Center is currently very stable, with a team of experienced, specialized and responsible workers, so there is no shift in the number of highly educated workers. In addition, VNPT is gradually creating conditions for workers with college degrees to apply more, this is also understandable because VNPT is trying to promote mobile sales teams to districts, communes, ... and according to the leader of VNPT, there are also part-time collaborators to directly approach individual customers more to increase its market share, so the team of employees with the above qualifications is more suitable and more hardworking.

Table 2.2: Labor age table of VNPT Thua Thien Hue Business Center

(Unit: People, %)

Age

Male	Female	Total (people)	Ratio (%)
Under 30 years old	20	34	54	32.73
30 years old – 50 years old	33	60	93	56.36
Over 50 years old	12	6	18	10.91
Total	65	100	165	100

(Source: VNPT Thua Thien Hue Business Center)

According to the assessment of the leaders of VNPT Thua Thien Hue, all have high university and post-university knowledge, high expertise and quick response in handling work. Therefore, they have the ability to quickly access science and technology very well and constantly develop professional skills and train staff every day. It can be said that this is one of the most obvious strengths for VNPT Thua Thien Hue to develop its activities.

business activities. In addition, most of the employees under 30 years old account for a large proportion of 32.73%, so in the working style is very dynamic, creative in business activities, sales points and agents are increasingly effective thanks to the confident youth as well as the attention of the employees aged 30-50 with many years of experience in the field of dedicated support, creating conditions for VNPT Thua Thien Hue to operate more and more. It can be said that, although there is no strong increase in the number of employees, the quality of labor of VNPT Thua Thien Hue in recent years has increased to meet the needs of customers.

2.1.3.2. Results of production and business activities

Subscriber development status:

Table 2.3: Subscriber development situation of VNPT Thua Thien Hue Business Center over 3 years 2018 - 2020

(Unit: Number of subscribers, %)

Subscription form

2018		2019		2020		2019/2018		2020/2019
Number quantity	%	Number quantity	%	Number quantity	%	+/-	%	+/-	%
1. Subscriber prepay	162,865	89.39	148,442	87.42	165,199	88.70	- 14,423	-8.9	16,757	+11. 3
2. Subscriber postpaid	19,331	10.61	21,360	12.58	21,155	11:30	2,029	+10.5	-206	-0.96
Total rent bag	182,196	100.0	169,802	100.0	186,354	100.0	- 12,394		17,552

(Source: VNPT Thua Thien Hue Business Center)

With the efforts of the staff of VNPT Thua Thien Hue, especially the connection, support and cooperation in professional work between departments and divisions in implementing the Company's programs and policies. VNPT Thua Thien Hue has brought good results, contributing to the completion of the 2020 production and business plan. The subscriber development situation of VNPT Thua Thien Hue in 2020 has had specific changes:

Through the table we see that the number of prepaid and postpaid subscribers has clearly changed.

The number of subscribers of VNPT Thua Thien Hue from 2018 to the end of 2019 has decreased, specifically 12,394 subscribers. Of which, prepaid subscribers decreased by 14,423 subscribers, equivalent to a decrease of 8.9%, but postpaid subscribers increased by 2,029 subscribers, equivalent to a growth of 10.5%. This is not a positive sign for prepaid subscribers, but besides that, postpaid subscribers increased, but in general, there was a clear decrease in 2019. The reason for the decrease in prepaid subscribers is because the Ministry of Information and Communications has tightened customer information when activating prepaid SIMs, which must be activated on the spot and have a full ID card and photo, so the activation of prepaid SIMs has decreased. Because the decrease in prepaid subscribers forced the network operator to promote postpaid subscribers, there was a growth in postpaid subscribers.

Through 2020, we see better signs of VNPT Thua Thien Hue, specifically the total number of prepaid subscribers increased by 16,757, equivalent to an increase of 11.3%. This shows that VNPT TTH has made a move to regain prepaid subscribers by offering cheap packages and value-added services to stimulate demand for prepaid customers. And 2020 is a difficult year with the Covid-19 epidemic, so postpaid subscribers have tended to decrease, although not much, only a decrease of 0.96%, which is understandable because most postpaid subscribers are customers in businesses, and this year most businesses closed and cut staff, so this decrease is also understandable.

It can be seen that VNPT's staff has built many attractive marketing and promotion programs with many packages as well as many value-added services to attract customers to join Vinaphone. In addition, the effective implementation of subscriber development is thanks to VNPT Thua Thien Hue accelerating the investment progress in the infrastructure system to build mobile sales points, support customers, and increasingly cover more and more areas in remote areas, rural areas, etc. Through the collected data, the number of temporary BTSs built each year is specific: in 2018 there were 906 stations, in 2019 19 more were built, increasing the number of stations to 925 stations, and by 2020 there were a total of 943 BTS stations (Data from the Department of Human Resources). Thereby, the network quality has improved significantly, the coverage area has been expanded to meet the requirements of growth and increase competitiveness with other competitors.

Business Situation:

The important contribution to the growth of the company's revenue and profit over the years cannot be ignored without mentioning the mixed promotion activities that the company has implemented. In particular, 2019 is the year that the company has promoted the comprehensive implementation of promotion activities in many areas. Regarding sales, the company has implemented a series of programs to improve sales quality such as "Customers are the most beloved", "Give smiles, receive trust" ... The Business Center has also organized mobile sales, set up points of sale in many places in the province, to remote areas to serve people or serve students at the beginning of the new school year. Therefore, the number of subscribers, the number of registrations for service packages has been increased, and sales have also grown continuously. In addition, the company has also strengthened its links with media and advertising agencies and carried out advertising activities on various media such as television, newspapers, websites, social networks, etc. to bring its image and brand closer to the public. The company has also regularly organized and participated in public relations activities, social activities in many areas such as event organization, sponsorship, charity, customer care, internal affairs, etc. to build a positive image of itself in the hearts of customers. Thanks to the synchronous and effective implementation of mixed promotion activities in the past time, the company has achieved many good results, gradually improving its market share in the area, enhancing its position and reputation in the market.

Table 2.4: Market share development situation of Vinaphone Thua Thien Hue network

Network

2018	2019	2020
Vinaphone	18.7%	18.3%	19.55%
Viettel	41.57%	41.98%	42%
Mobifone	31.78%	31.64%	32%
Other	7.95%	8.08%	6.45%

(Unit: %)

(Source: VNPT Thua Thien Hue Business Center)

Looking at the table above, we can see that the market share of Vinaphone network has changed significantly over the years. Although in 2019/2018, the market share of Vinaphone network decreased by 0.2%, possibly because this year the Ministry of Information and Communications tightened the entry of customer information when activating SIM cards, creating difficulties for the network. But in 2020, this is the year that Vinaphone network regained its form when increasing its market share compared to 2019 by 1.25%. Although it was a difficult year with Covid-19, VNPT Thua Thien Hue has promoted its marketing activities, taking care of customers effectively. The Business Center has also organized mobile sales, set up points of sale in many places in the province, in remote areas to serve people or serve students at the beginning of the new school year.

Table 2.5: Business performance at VNPT Business Center

Thua Thien Hue period 2018 - 2020

(Unit: Billion VND, %)

Criteria

2018	2019	2020	Growth rate (%)
2018	2019	2020	2019/ 2018	2020/ 2019
Revenue	387.99	400.04	405.35	103%	101%
Expense	357.6	367.32	372.21	103%	101%
Difference between income and expenditure	30.39	32.72	33.14	108%	101%

(Source: VNPT Thua Thien Hue Business Center)

There are many fluctuations in the number of subscribers due to objective reasons such as natural disasters and epidemics. Therefore, the revenue, cost and revenue-expenditure difference also fluctuate accordingly. Although it still achieved certain growth, the revenue growth rate and revenue-expenditure difference in 2020/2019 decreased compared to 2019/2018. Specifically, in 2019, revenue reached more than 400 billion, revenue-expenditure difference reached more than 32 billion, growth rate reached 8%, by 2020, revenue increased by 1%, the unit saved as much as possible to ensure that the revenue-expenditure difference reached 33 billion, growth rate 1%. It is easy to see that, in 2019, revenue reached more than 400 billion, revenue-expenditure difference reached more than 32 billion, growth rate reached 8%. By 2020, revenue increased by 1%, the unit saved as much as possible to ensure that the revenue-expenditure difference reached 33 billion, growth rate 1%. It is easy to see that, in

2020 had many fluctuations due to epidemics and natural disasters, so it was extremely difficult to reach customers directly, leading to increased revenue but not high, and this was also the general situation of network operators at that time.

2.2. Current status of mobile information service quality of VNPT Thua Thien Hue

In the current fierce competition and the increasingly developing technological changes, to gain the trust of customers in the services provided by the supplier, the quality of services in general and the quality of mobile information services of VNPT Thua Thien Hue in particular must be focused on developing and focusing on capturing customer needs. In order to increase market share, major carriers often have policies to retain customers as well as create programs to attract customers to their side. To properly assess the quality of mobile information services of VNPT, the author studies the current status of mobile information service quality here with the following highlights:

2.2.1 About call quality

According to the assessment of the Department of Post and Telecommunications Quality Management, Information Technology (Ministry of Information and Communications) on the network quality of network operators in some provinces and cities in 2019. The measurement is carried out according to the criteria according to TCN 68-186:2006 standard as follows:

- Rate of calls successfully established

- Call Drop Rate

- Voice quality

- Accuracy of billing

- Rate of calls charged and billed incorrectly

- Service availability

- Customer complaints about service quality

VNPT is always a business that tries to implement and meet its commitment to bring the best call quality to customers. The current market share research results on the market share of the 3 mobile networks VinaPhone, VNPT and Viettel have given us

Labor Situation of Vnpt Thua Thien - Hue Business Center in the Period 2018 - 2020

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