Research Dissertation Import Export Business At Cj Korea Express Freight Vietnam Co.docx

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RESEARCH DISSERTATION
Import / export business at CJ Korea Express Freight
Vietnam Co., Ltd - Current situation and solutions

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Acknowledgement
To complete this Bachelor's program in Economics and write graduation thesis, I have
received the enthusiastic guidance, support and suggestions of teachers at the Thuongmai
University and the University of Paris II.
First of all, I would like to express my sincere thanks to the teachers of the Thuongmai
University and the University of Paris II for their guidance and support during my study.
I would also like to thank the Board of Directors and all staff in CJ Korea Express Freight
Vietnam Co., Ltd., who were very open, friendly, enthusiastic to guide and help me during my
internship period, helping me gain practical experience, apply learned skills to practice in a
business environment.
Although I have made a lot of efforts to study, practice and research to complete the
graduation thesis, shortcomings cannot be avoided. I hope to receive the enthusiastic
suggestions of teachers and friends.
I hereby declare that this research dissertation was written by me, the data cited in this
research dissertation is true, clear and reliable.

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TABLE OF CONTENTS
ACKNOWLEDGEMENT ……………………………………………………………………………………2
LIST OF TABLES ………………………………………………………………………..................................5
CHAPTER 1: INTRODUCTION ……………………………………………………………………….…..6
1.1.Introduction of the company……………………………………………………..........................................6
1.1.1. General information of the company…………………………………………..…………………….…6
1.1.2. Company service………………………………………………………………………………………….6
1.1.3. Organization chart……………………………………………………………………………...................6
1.2. Introduction to the topic………………………………………………………………………...………….7
1.2.1. Background ………………………………………………………………………………….....................7
1.2.2. Research objective………………………………………………………….……….................................8
1.2.3. Object and scope of research ………………………………………………………………....................8
1.2.4.Methods of research…………………………………………………………….…………………….…...9
1.3. Swot model………………………………………………………………………………………………......9
CHAPTER 2: CURRENT STATUS OF IMPORT ANDEXPORT ACTIVITIES AT CJ
KOREA EXPRESS FREIGHT VIETNAM ……………………………………………………………...10
2.1.Concept………………………………………………………………………………………………….......10
2.2. Business results of CJ Korea Express Freight Vietnam Co.,ltd up to the end of January 2021…...10
2.3. Import and export operation process at the company…………………..………………..………..…...11
2.3.1. Freight forwarding explanation…………………………………..……………………....…………….11
2.3.2. Process of freight forwarding by sea…………………………………………………………………..11
2.3.3. Air freight forwarding process…………………………………………………………………………15
2.4. Current status……………………………………………………………………………………………....16
2.4.1. Company partners……………………………………………………………………………………….16
2.4.2. Introduction of import-export market in Hanoi City …………………………………………..........18

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2.4.3. Revenue from import and export business……………………………………………...…………….19
2.4.4. Volume of goods forwarded by sea and air transport modes of CJ company…………........…….20
2.4.5. Quality of import and export services of CJ Korea Express Freight Vietnam ………………...…22
2.4.6. Evaluating the business performance of CJ Korea Express Freight Vietnam ………....................25
2.4.7. Survey of the company’s services with customer ……………………………………………..........28
CHAPTER 3: SOLUTIONS TO IMPROVE THE EFFICIENCYOF IMPORT ANDEXPORT
ACTIVITIES AT CJ……………………………………………………………………………………….....33
3.1.Company development goals……………………………………………………………………………...33
3.1.1. Target market ………………………………………………………………………………...………….33
3.1.2. Company business goals………………………………………………………………………..............33
3.2. Logistic development solution at CJ …………………………………………………………………....34
3.2.1. Improving service quality and controlling risks effectively…………………………...……………34
3.2.2. Improving the expertise and professionalism of the human resource ………………...…………...35
3.2.3. Enhancing and improving the effectiveness of promotion to attract customer ………...…….......36
3.2.4. Applying modern technology in system operation management …………………………………..37
3.3. Recommendation ……………………………………………………………………………………...…..38
3.3.1. Recommendation to the government ………………………………………………………................38
3.3.2. Recommendation to relevant ministries, branches, localities and associations…………………...39
3.3.3. Recommendations to customers ………………………………………………………………………39
3.4. Case study ………………………………………………………………………………………………….39
3.4.1. Background……………………………………………………………………………………................40
3.4.2. Size, structure of employees…………………………………………………………............................40
3.4.3. Solution…………………………………………………………………………………………………...40
CONCLUSION……………………………………………………………………………………...................42
REFERENCES ………………………………………………………………………………………………..43

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List of tables:
Table1.1: Organitional chart
Table 2.1.Report on business results of CJ Logistic Co., Ltd.
Figure 2.2. The process of forwarding of export goods by sea of CJ Logistic company
Figure 2.3. The process of forwarding goods imported by sea of CJ Logistic company
Figure 2.4. The process of freight forwarding by air of CJ Logistic company
Picture 2.5: Cooperation between leaders of CJ and Gemadept
Figure 2.6. Statistical chart of the number of customers from 2018-2020
Figure 2.7. Percentage of customers dealing with the company
Figure 2.8. Chart of the proportion of total revenue in business activities over the years
Figure 2.9. Report the volume of goods forwarded by sea transport
Figure 2.10. Report on the volume of goods forwarded by air transport over the years

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CHAPTER 1: INTRODUCTION
1.1.Introduction of the company
1.1.1.General information of the company
CJ Korea Express Freight VietNam Company Limited was established in November 1930, is
a subsidiary of CJ Group, with its head office in Seoul, Korea, started operations in November
2007, currently headquartered in Vietnam at Trung Yen Plaza Building, No. 1 TrungHoa
Ward, CauGiay District, Hanoi City. The company is an independent and autonomous
economic accounting unit with legal status and conducts production and business activities in
accordance with the law. The company is allowed to use its own seal, is allowed to multiply
the levels of management and staffs, and apply salary payment methods according to current
policies. With its network of nearly 2000 staffs in Vietnam and long history of establishment,
the company has built a solid position in the market, constantly growing and continuously
developing more branches. Currently, the company has its head office in Hanoi and branches
in Ho Chi Minh City, Binh Duong, Hai Phong, Hung Yen and Bac Ninh.
Representative: Nguyen Thi Minh Tam Tel: (84-4) 3512 2560
Website: www.cjkoreaexpress.com Tax code: 0302601014
1.1.2. Company services
With a long history of establishment and prestigein the import and export market both at
home and abroad, CJ has been providing customers with the best services in logistics / import
and export such as:
- International sea freight shipping service to countries around the world (LCL Less-
than-Container-Load & FCL full containerload).
- Air freight import and export services.
- Booking containers, booking ships for export - import goods.
- Customs clearance services and preparation of customs declaration documents for
import and export shipments and other related works.
- Service of packing goods (closed wooden bales, thin bales, wooden pallets, plastic
pallets, PE wrapping film,….).
- Fumigation, animal and plant quarantine services, especially agricultural products.
- Service of transporting trucks, tractors.
- Import and export services of business items, investment goods, processed goods,
manufactured goods for export, export processing, import and export on the spot.
- STO transportation service (long-distance transport, inland railway, air transport,
inland sea cargo).
- Procurement of materials, support the factory in container operation and inventory
management.
- Distribution and delivery of the goods to localities and residential areas.
1.1.3.Organizational chart:

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Table1.1: Organitional chart
1.2. Introduction to the topic
1.2.1.Background
Currently, the import and export industry in Vietnam in particular and in general in the
world is considered as one of the potential fields with many orientations, specific
policies and development plans over time and each period. However, in 2020, the
world was heavily affected by the Covid-19 pandemic, so the situation of import and
export activities was not very positive, even stalled, the efficiency of economic profits
was seriously reduced. According to a survey by VLA, up to 15% of enterprises have
a 50% decrease in revenue, more than 50% of enterprises have a decrease in the
number of domestic logistics services and a 10% - 30% decrease in the number of
international logistics services compared to the same period in 2019.
In recent years, it is worth noting that the global transport and logistics/import/export
market has witnessed and is affected by many factors such as: fluctuations in
international trade, great strides technology, new trends in e-commerce and new
requirements on environmental protection and fighting climate change in import and
export. The trend of digitizing the economy, the innovation of the government's
support mechanism, the consumer culture, the development of e-commerce and the
sharing economy are helping cross-industry and cross-border logistics grow stronger
than ever. According to statistics of some import-export research organizations as well
as the American Logistics Research Institute, the cost of import and export activities
accounts for about 10-14% of GDP in developed countries, in developing countries it
is higher, about 15-20%. Besides, according to the statistics of a study, import and
export activities in the Chinese market grow at an average rate of 30%/year and in
Brazil 21%/year and according to the Vietnam Logistics Business Association (VLA),

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the growth rate of the logistics industry in Vietnam in recent years has reached about
14%-16%, with a scale of about 40-42 billion USD/year. This shows that the cost for
import and export is very large. Therefore, with the formation and development of
import-export services, it will help businesses as well as the entire national economy
to reduce costs in the logistics chain, making the production and business process
more streamlined and more efficient.
In Vietnam, with a favorable business environment, logistics / import-export business
is also an industry with high development opportunities and potential development.
Currently, Vietnam is considered to have many opportunities to promote the
development of the import-export service industry(specifically, the systems of road
infrastructure, airports, seaports, warehouses, commercial infrastructure, logistics
centers are constantly being expanded on a large and widespread scale, etc.).Open
economic policies are attracting foreign investors and foreign enterprises to invest
freely in the Vietnamese market. While Vietnamese logistics companies still have
many limitations to survive and thrive in the current fierce competition, Vietnamese
logistics companies need to have policy changes and study more effective
development strategies.
It is also worth mentioning that CJ Korea Express Freight Vietnam Co., Ltd. also
cannot avoid the above difficulties in the current context. During the process of its
formation and development, the company has achieved remarkable results such as
growing in size with increasingly diverse customers and services, etc. From my point
of view, to grow and survive in a volatile market, the company needs to develop more
in many areas and recognize the advantages and challenges that the company needs to
face, thereby making changes in strategy and business goals more clearly and
effectively.That's why I chose the research topic "IMPORT AND EXPORT
ACTIVITIES OF CJ KOREA EXPRESS FREIGHT VIETNAM CO. LTD.,
CURRENT STATUS AND SOLUTIONS", with the desire to improve knowledge and
contribute a small part to the development of the company.
1.2.2.Researchobjectives
- Assess the current status of import and export activities of CJ Korea Express Freight
Vietnam Co., Ltd. to point out the successes, shortcomings, limitations and causes to
be overcome in the process of developing import-export activities of the company.
- Find out some solutions to develop import and export activities of CJ Korea Express
Freight Vietnam Co., Ltd. in the coming time and the goal to 2025.
1.2.3.Objects and scope of research
1.2.3.1.Objects of research
- Import and export activities at CJ Korea Express Freight Vietnam Co., Ltd.

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- Objective and subjective factors affecting the development of import and export
activities at CJ Korea Express Freight Vietnam Co., Ltd.
- Resources inside and outside the company ensuring the application and development
of import and export activities of CJ Korea Express Freight Vietnam Co., Ltd.
1.2.3.2.Scope of research
- In terms of space, the topic is studied more deeply about Freight forwarding by sea
and air transport modes of CJ Korea Express Freight Vietnam Co., Ltd.
- In terms of time, the topic studied the development of import and export activities at
CJ Korea Express Freight Vietnam Co., Ltd from 2018 to 2020 and proposed
development measures for the period 2021-2025.
1.2.4. Methods of Research
- This topic uses the methods of research, analysis and data collection, analysis and
synthesis, comparison and comparison of practice.
- Survey customers with questionnaires, learn about the company's customer care
services, shipment processing costs and time, and evaluate how customers' attitudes
about the company's services in the past time.
1.3. SWOT model
Opportunity(O)
- The company is located in the center of
Hanoi city, where there is a high demand
for import-export services.
- Good transport infrastructure.
- Government agreements give the company
a good opportunity to access foreign
markets.
Threat (T)
-There are many competitors in the field of
import and export.
- The impact of the Covid-19 pandemic
causing the economic stagnation.
-High cost of input materials for import and
export causing difficulties for the company.
Strengths (S)
- The company is one of the leading
companies in the field of import and export
in Vietnam.
- There is a team of young, enthusiastic and
dynamic staff.
- Having a relatively stable source of
Weakness (W)
- Marketing activities are not really strong
- The receipt of documents is still delayed.
- There is not yet the best competitive price
to offer to customers.
- Sometimes lacking car heads.

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income and partners.
Chapter Summary
With the predecessor as a subsidiary of CJ Group, CJ Logistic Co., Ltd. is on a strong
development momentum with the development of Vietnam and international logistics trends.
Currently, due to the influence of the Covid 19 pandemic, the risk of economic recession,
negative growth, the world logistics market in general and in Vietnam in particular will also
be greatly affected by this influence. Therefore, the company must come up with an
appropriate business strategy to be able to overcome this difficult period and constantly
improve service quality to bring business efficiency to the company.
CHAPTER 2: CURRENT STATUS OF IMPORT AND EXPORT ACTIVITIES AT CJ
KOREA EXPRESS FREIGHT VIETNAM CO., LTD.
2.1.Concepts
- Import-export business activities are activities of buying, selling and exchanging goods and
services between one country and another, and between one region and another on a global
scale in order to bring benefits to individuals, organizations and businesses. Import-export is
the foundation for trade in goods, contributing to improving the competitiveness of the
economy.
- Role: Import and export is the main business of commercial activities in each country.
Import and export represent an important link between the economies of countries and the
world. Not only helping domestic goods to be circulated, import and export also help to
supplement goods that cannot be produced domestically or can't be met consumer demand,
creating conditions to accelerate the process of economic restructuring towards
industrialization and modernization, timely supplementing the balancing aspects of the
economy to ensure balanced and stable economic development...
- Import-export is an indispensable industry for all countries because it brings high foreign
currency sources to increase the import of goods, create jobs for people... that's why its
efficiency is always promoted.
2.2. BUSINESS RESULTS OF CJ KOREA EXPRESS FREIGHT VIETNAM CO.,
LTD. UP TO THE END OF JANUARY 2021

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Table 2.1.Report on business results of CJ Logistic Co., Ltd. (source: accounting
department)
(as of the end of January 2021) Unit: million VND
Targets
In 2018 In 2019 In 2020
Value
Proportion
(%)
Value
Proportion
(%)
Value
Proportion
(%)
Revenue 175 628 100 226 372 128 237 859 135
Expense 102 373 100 116 968 114 120 214 117
Profit before tax 73 255 100 109 404 149 117 645 160
Profit after tax (20%) 58 604 100 87 523 149 94 116 160
Based on the above report, first of all, in the past 3 years, CJ Logistic's growth rate has been
increasing, reflected in increasing revenue. In 2019, the revenue increased 28% compared to
in 2018 and revenue in 2020 grew slightly by 7% compared to in 2019. Business results in
2020 were lower than expected due to the impact of the Covid-19 pandemic globally, causing
great damage to the global economy along with the development of the import and export
industry around the world. On the other hand, we can see that the cost of doing business is
increasing every year because the company has to invest more fees, materials, machinery,
equipment, open some more services and invest in training human resources. Therefore, the
company's profit is not as high as expected (Cost accounts for more than 50% of total
revenue). In contrast, the proportion of expenses for business activities in 2019, 2020 is on a
downward trend compared to 2018, specifically: in 2018 the proportion of expenses
accounted for 58%, in 2019 accounted for 51.6%, in 2020 accounted for 50%. From the above
information, it can be concluded that the company's business activities are still on a steady
growth track, despite a lot of damage from the covid-19 pandemic leading to economic
stagnation and the process of goods becoming difficult. In my opinion, business growth in
2021 will decrease due to the severe impact of the Covid-19 pandemic on the global economy
in general and the Vietnamese economy in particular.
2.3. IMPORT AND EXPORT OPERATION PROCESS AT THE COMPANY
2.3.1. Freight forwarding explanation
- Freight forwarding means a service related to the transportation, collection, storage,
loading, packing or distribution of goods as well as consulting services or in connection with
the above services, including customs, finance, insurance, payment, document collection
related to goods. Freight forwarding is a commercial act whereby a person providing freight
forwarding services receives goods from the sender for transportation, storage, warehousing,

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paperwork and other related services to deliver the goods to the consignee under the
entrustment of the goods owner, the carrier or another forwarder.
2.3.2. Process of freight forwarding by sea
* For exported goods
Figure 2.2. The process of forwarding of export goods by sea of CJ Logistic company
- Receive and process customer information using the service: All information that sales
staff will receive from customers is: type of goods, shipping line, port of departure,
port of destination, estimated time of shipment for the company to find a suitable
shipping schedule.
- Contact shipping lines to ask about freight and shipping schedule:
Sales staff rely on the information provided by the shipper to contact the shipping line
to ask for a price and suitable schedule.
- Offer to customers: Based on the shipping company's quotation, sales staff calculate
appropriate costs and offer prices to customers. Transactions related to shipping prices
and schedules must be done by mail and saved for verification when necessary.
- Accept the price: If the customer checks and confirms the quote, the customer will
send a booking request to the sales department. This booking request confirms the
information about: shipper, consignee, weight, name of goods, type of container, date
of departure, port of departure, port of destination ....
Receive and process customer service information
Contact shipping lines to inquire about freight rates and
shipping schedules
Offer price to customers
Accept the price
Contact the shipping line for booking
Clear customs for export goods
Issue bill of lading
Actual export declaration
Send the set of documents to the foreign agent
Monitor and handle related issues

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- Contact the shipping linefor booking:
The sales department will base on the customer's booking request and send a booking
request to the shipping line to book. The shipping line will then confirm the successful
booking to the sales department by sending booking confirmation. This empty
container order contains the following necessary information: Booking number, vessel
name, port of delivery, port of loading, yard for approval of the order to issue an
empty container, port of discharge (if any), losing time…
After receiving the booking confirmation of the shipping line, the sales staff will send
this booking confirmation to the customer so that they can arrange packing and carry
out export clearance procedures.
- Customs clearance of export goods
Customs clearance officers rely on the set of documents provided by the customer and
use the electronic customs declaration software to make the declaration and transmit
the declaration online. If the transmission is successful, the customs network will
automatically notify the number of receipt of documents, declarations and goods
channel (green channel, red channel, yellow channel).
- Issue bill of lading:
The forwarder transfers the documents to the document department to issue the bill of
lading to the customer. The document department will track the shipment to prepare
the export documents. Specifically, the document staff is responsible for: Contacting
customers to check whether the exported goods have completed the export procedures
or not; taking the container number to notify the shipping line so that they can update
the container arrangement on the ship; requesting the shipper to provide information to
issue the bill of lading.
- Actual export declaration: After the ship runs, the shipping line will send the bill of
lading to the company's document department, the document department provides the
bill of lading for the forwarder for actual export. The forwarder will go to the Customs
Sub-department to submit the declaration and bill of lading for Customs to stamp to
confirm the actual export.
- Send the set of documents to the foreign agent:
After completing the set of export documents (HBL, MBL), the document staff will
send a brief description of the shipment: Shipper / Consignee, vessel name / trip
number, port of departure / port of destination, ETD / ETA (expected date of departure
/ expected date of arrival), Bill of lading number (HBL, MBL), type of bill of lading
(Original, surrender, seaway bill...), invoice, packing list, contract for the relevant
agent to track consignment at the port of destination, attached with copies of HBL,
MBL.
- Track and handle arising issues related to shipments, update cont status, DO & Cargo
release for customers/agents

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* For imported goods
Figure 2.3. The process of forwarding goods imported by sea of CJ Logistic company
- Customers contact the company through sales staff to sign forwarding contracts:
Customers contact sales staff at the forwarding room to negotiate prices, imported
items... and sign a forwarding contract of imported goods.
- Sales staff work with customers to get detailed information about goods and necessary
documents.
- Prepare the set of customs documents: When fully receiving the originals and faxes of
the customer's documents, the forwarding staff relies on the information on the
documents to make an import customs declaration.
- Customs clearance of imported goods: Forwarders use electronic customs declaration
software to transfer data to the online declaration. If the transmission is successful, the
customs network will automatically notify the number of receiving documents, the
number of declarations and the goods channel (Green channel, yellow channel, red
channel). Customs clearance is done at the port.
- Receiving goods at the port:
The Operation staff/customs clearance officer will make an application to borrow an empty
container(because usually each shipping line has a different place to unload empty
containers),bring the delivery order (D/O) to the dispatching room in exchange for a
Customers contact sales staff to sign forwarding contract
Sales staff work with customers to get detailed information about goods
and necessary documents
Prepare customs documents
Clear customs of imported goods
Receive goods at the port
Deliver the goods to customers
Liquidate of declarations and deliver the documents to customers

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"container shipping note" consisting of 4 copies with different colors but with the same value,
at the same time, notify the dispatching room staff which number of vehicles will transport
the corresponding container so that the dispatcher can write specifically each vehicle number
corresponding to each container on the “container transfer receipt” (each container will have
one). The dispatcher keeps a white copy. At the same time, the Operation staff/customs
clearance officer writes the container number corresponding to the number of the vehicle, the
driver automatically picks up the container and waits at the yard. Nextly, the Operation
staff/clearance officer customs go to the port customs department to present the customs
declaration and the remaining 3 container transfer receipts.After checking the customs
declaration, the customs gate will send it back to the Operation staff/customs clearance
officer, and at the same time save 1 blue copy and sign the other 2 copies for confirmation.
Two of these, one pink copy to give the gate guard to get out of the port, one to give the driver
to go on the road.
- Delivery to customers:
Once the goods have been received at the port, the Operation staff/customs clearance officer
will deliver the goods to the customers at a private warehouse and the two parties will sign the
Goods Handover Minute. When checking the correct and complete goods according to the
documents, the staff representing the customer will sign the Goods Handover Minute to prove
that the goods have been delivered in accordance with the agreement.
- Liquidation of declarations and handing over documents to customers:
After completing the relevant procedures, the Operation staff (ops)/customs clearance staff
will liquidate the declaration and hand over the necessary documents to the customers. The
company receives service fees from customers based on signed contracts. At this point, the
delivery process for imported goods has been completed.
2.3.3. Air freight forwarding process
* For export goods

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Figure 2.4. The process of freight forwarding by air of CJ Logistic company
- Receive SI from customer
- Check if the consignee's goods is handled by any agent
- Create HAWB: fill in all information on HAWB form: HAWB number, MAWB,
flight number, departure port, destination port, cargo name, package number, KGS
number, and shipping marks.
- Save HAWB
- Save SI (only send to FWD file HAWB and Manifest)
- Send draft HAWB to customer and wait for checking
- Send SI, declaration and identification code (if customer requests GK to liquidate) to
Forwarder
- When receiving the HAWB with the Charge Weight number from the forwarder, then
updating the Charge Weight number and sending the final HAWB to the shipper and
the Korean Express.
- Update the Charge Weight number in the reference book and save it on the company
server (input file).
2.4. Current status
2.4.1.Company partners
Receive SI from customer
Check if the consignee's goods is handled by any agent
Create HAWB
Save HAWB
Save SI
Send draft HAWB for customers to check
Send SI, identification and declaration (if needed) to forwarder
Update the charge weight and send the final HAWB to the shipper and
the Korea Express
Update the charge weight number in the reference book and save it on
the company server

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Possessing great resources and position in Vietnam, the company now has many
potential partners and loyal customers in long-term cooperation with the company,
such as: KMTC Logistics, Gemadept Logistic, Transimex Vietnam, Vinalink
Logistics, Expeditors Vietnam, etc. The above are 5 close agents of CJ Logistic, with a
stable volume of goods, including FCL, LCL, and Air goods.
The closest partner is Gemadept Logistic Group. Recently, Gemadept Group (GMD)
transferred to CJ Logistics 50.9% and 49% of its capital contribution in two joint
venture companies, CJ Gemadept Logistics and CJ Gemadept Shipping, jointly owned
by GMD and CJ. The value of this transfer accounted for less than 15% of the total
asset value of the entire group.
Picture 2.5: Cooperation between leaders of CJ and Gemadept (Source: Internet)
Besides, the company also has relationships with major shipping lines such as: TS
LINES, DHP LINES ,VSICO, HEUNG-A, KMTC LINE, NAMSUNG
SHIPPING,EMIRATES…
The number of customers of the company is also very large and has increased over the
years, including those who are extremely close to the company, which can be
mentioned as: Shinsho Corporation, Mitsubishi Corporation, Metal One Corporation,
Unico Corporation.

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Figure 2.6. Statistical chart of the number of customers from 2018-2020 (source:
accounting department)
The company has had a significant and stable increase in the number of customers in 3 years
2018,2019,2020. This is a very positive sign affirming the company's increasing reputation
and service quality. However, the company's goal is still to be a major customer partner to
combine for long-term business, helping to stabilize and increase its position in the import and
export market.
2.4.2. Introduction of import-export market in Hanoi city:
Hanoi is the capital of Vietnam, where conditions for business and service development are
diverse. Hanoi has many advantages in terms of natural conditions and resources for
economic, social and cultural development. Hanoi has an important geographical - political
position, is the political - administrative headquarters of the country, a major center of culture,
science, education, economy and international transactions; It is a trade hub by road, rail, air
and river radiating to other regions of the country and to the world. With a city-wide
population of more than 3 million people, an abundant labor force, a relatively high level of
education, conditions for absorbing advanced science and technology to serve economic
sectors.
With a favorable geographical position, in recent years, Hanoi has had a series of industrial
parks and industrial clusters formed and developed to exploit the potential and strengths, such
as Sai Dong A industrial park, located in Sai Dong town, Hanoi city, with an area of 420
hectares. Sai Dong is an industrial park with comprehensive infrastructure, convenient
location for transportation and production of all different industries.
198
235
278
0
50
100
150
200
250
300
2018 2019 2020
NUmber
Number of customers

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Currently, the area of CJ Logistic company operates widely, not only in Hanoi city area, also
expands its services to many areas such as in the South, the Central region or more widely,
foreign partners. And the company's customers are divided into the following groups:
- Large domestic and foreign corporations: These are most of the close partner
companies for many years with a long history of cooperation and transaction with CJ,
a high volume of transnational distribution, accounting for the second highest
proportion with 34%. With a very large scale of service provision, for example,
Buy2sell company - a company that distributes more than 200,000 items from more
than 60 countries around the world to more than 120,000 wholesalers in Vietnam, but
with a high outstanding balance.
- Medium-sized companies: These are medium-sized companies, most of which are
domestic companies, dealing in domestically traded goods, this group of companies
accounts for the largest proportion in the group of transaction customers, with the rate
of 46%. Because CJ Logistic has affirmed its prestige and image in Vietnam's import
and export market, medium-sized agents will look to CJ's services, moreover, CJ can
easily provide services for these customers at reasonable prices. But with the
increasingly fierce competitive environment, it becomes more difficult to develop this
customer group, leaving these customer units is relatively easy.
- Small-scale individual customers: These are small customers, usually a person or
group of people dealing with small packages, this group of customers accounts for the
smallest proportion with 20% and is growing steadily. Issues of brand, prestige,
quality, convenience, attentive service, etc. have great significance to the purchasing
decision of this group of customers.
Figure 2.7. Percentage of customers dealing with the company (source: accounting
department)
2.4.3.Revenue from import and export business
Percentage of customersmaking
transactions
Large domestic and
international corporations
Medium sized company
Individual customers making
small-scale transaction
34%
20
%
46%

21
Admittedly, sea freight forwarding business is the main activity and always accounts for a
large proportion of the company's total operating revenue. According to the statistics below:
Figure 2.8. Chart of the proportion of total revenue in business activities over the years
(source: accounting department)
From the information on the chart, we can conclude that CJ Logistic's sea freight revenue still
accounts for the highest proportion, accounting for 50%, 55%, and 67% respectively and
growing steadily over the years. Along with that, air freight forwarding is in second place but
unstable when accounting for 17%, 25% and 20% respectively over the years. Next, is the
proportion of revenue of Inland charges and Local charges.
Currently, the company's customers are mostly average agents in the country and around
neighboring countries such as Korea, Japan, Thailand, American and European countries such
as Brazil, Argentina, Germany, Poland... These countries often tend to use CJ's sea freight
service because the cost is more economical than by air. On the other hand, the sea freight
service that CJ provides can transport goods in extremely large volume, which is very suitable
for partners with medium-large business activities. In addition, the level of safety that sea
brings is much greater than that of air transport, because air accidents happen continuously,
causing many casualties, as well as many serious damage to goods, especially the equipment
brought on the plane is limited and can explode at any time, for waterways with large space,
crews can overcome or transfer risks in time. Therefore, this is the reason why sea freight is
always popular and accounts for a higher proportion of the company's air freight.
2.4.4.Volume of goods forwarded by sea and air transport modes of CJ company.
2.4.4.1.Volume of goods forwarded by sea transport
50 55
67
17
25
20
20
13
8
13
7 5
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
2018 2019 2020
Proportion of revenue from import and export business
Sea Freight Air Freight Inland Charges Local Charges

22
Figure 2.9. Report the volume of goods forwarded by sea transport (source: accounting
department)
- Based on the statistical chart, we can see that the volume of goods forwarded by sea
transport of CJ company has shown clear signs of increase over the years. Compared
to 2018, there was a slight growth in 2019 (an increase of 87 shipments). For 2020, it
is a tumultuous year with the covid-19 pandemic and economic crisis, but with
constant development efforts, the company still has an increase in transaction volume
compared to 2019 (an increase of 147 shipments).On the other hand, increased output
will contribute to increase revenue. In the forwarding activities, the company has
successfully applied many measures to reduce operating costs, this is a success thereby
improving business efficiency, such as: cost reduction in cargo handling, establishing
close relationships with shipping lines to win preferential prices during the time of
many cargoes
- The goods that the company transports by sea are mostly canned products, packages
such as toys, metal objects, equipment, etc., which each time they are transported, they
account for a very large volume in the parcels, besides, there are also common
minerals of low value and transported in large quantities such as coal ore, construction
materials such as limestone, clay, etc. In addition, for frozen goods or super-heavy
goods, CJ's sea freight is always the most suitable solution.
2.4.4.2.Volume of goods forwarded by air transport
4228
4315
4462
4100
4150
4200
4250
4300
4350
4400
4450
4500
2018 2019 2020
Volume of goods forwarded by sea transport
Shipment

23
Figure 2.10. Report on the volume of goods forwarded by air transport over the years
(source: accounting department)
We can see that the company's volume of goods forwarded by air transport has fluctuated
over the years, the growth rate is not stable. In 2019, despite being affected by covid-19, the
volume of goods forwarded still increased at a fairly certain rate (up 8916.8 kgs compared to
2018). However, unfortunately by 2020, due to the impact of the Covid-19 epidemic
spreading very strongly around the world, social isolation orders, airlines closing, a series of
flights canceled, leading to a decrease in air cargo volume since then (decreased 5433.6 kgs
compared to 2019).
CJ's air cargoes are usually small and medium sized, which do not affect the cargo hold such
as precious metals, bank notes, etc., and includes food goods such as fresh meat and fruit,
vegetables, ... are also popular packages of the company when forwarding by air transport.
Besides, live animals such as dogs, cats, etc. are also quite popular in this type of transport.
And it is worth noting that air freight forwarding is also an activity that accounts for an
increasing proportion of the company's business activities both in terms of freight volume and
revenue and profit. So, the pandemic affects airline income a lot. Since the early years of
establishment, the company has always focused on promoting the plan of air freight
forwarding.In addition, the company has been cooperating with major airlines both at home
and abroad such as Vietnam Airlines, Korean Air, Asiana Airlines…. These are all large and
reputable airlines in the air freight forwarding market.
2.4.5.Quality of import and export services of CJ Korea Express Freight Vietnam
Company Limited
2.4.5.1.Time to access, handle shipments and safety of goods
The safety of the goods, the guaranteed delivery time, the ability to meet the diverse
requirements of customers... are mandatory criteria for a business if it wants to provide
services safely and exactly. In fact, the forwarder is an intermediary between the related
43752
52668.8
47235.2
0
10000
20000
30000
40000
50000
60000
2018 2019 2020
KGS

24
objects and the forwarder will connect and coordinate those objects. For a forwarding process
to be complete from the manufacturer's warehouse to the buyer's warehouse in another
country, all involved will be shippers, domestic carriers, airlines, shipping lines, warehouses,
customs, consignees, foreign agents, and staffs in the forwarding company itself. However, in
any stage, it is not possible to achieve 100% accuracy (there may be problems causing delays
to the delivery schedule). The problem is caused by objective force majeure such as
rainstorms, accidents, etc.The airline's flight schedule or ship schedule is not entirely accurate.
There are a number of reasons from the seller's late delivery or due to trouble from the
consignee about documents, payment or goods to be inspected... which slows down the
forwarding progress.CJ Logistic company always tries to fix and transport the goods out as
soon as possible. If the collection of retail goods is not satisfactory, for example, if a container
is not full, the company will not wait to delay the customer's progress, but will contact other
forwarder partners to co-load each other's goods.
Besides, the management board of CJ Logistic also set a clear timeline for the departments to
monitor and follow the timeline. Mostly, the receipt and processing of shipments is done
according to the timeline, in order to make the time to receive and process shipments more
standard. However, there are still some shipments that are delayed according to the timeline,
for a number of objective reasons: due to the impact of the epidemic, social isolation orders,
agents sending documents late, shippers paying late, etc.
To ensure the quality of goods forwarded, CJ Logistic participates in monitoring from
packing, dunnage (if any) to domestic transportation, warehousing, international shipping and
also freight forwarding on the other side.Monitoring and urging its staffs as well as partners
regularly help the company to control the quality of goods forwarding in the best way.
However, there are some cases where the goods are not forwarded as they were originally due
to the negligence of the loading and unloading staff of the other side, a shipment that is
partially wet, affecting the quality.... Although these are only rare cases, it also affects the
company's reputation.
Delivery time and safety of goods are two extremely important criteria to evaluate the quality
of services of the company. Depending on the characteristics of the goods, the importance of
these criteria varies.In the period from 2018-2020, CJ Logistic's delivery rate with safety and
quality as the original is quite stable (about 98%). This rate tends to increase gradually,
although not much because everything has a limit, depending on not only subjective factors
but also objective factors. Complaints are very few, mainly complaints about delays affecting
the progress or goods sometimes having reduced quality but not causing heavy losses.
Unsatisfactory things about staffs and customers are not directly reflected, but the company
has to collect and feel it through chat, email, message, etc.
2.4.5.2.Export and import service costs
As we all know, now, for businesses to choose a service provider in international freight
forwarding, one of the three most important factors is price. In fact, CJ Logistic's freight rates
are very competitive, especially for international transportation. Therefore, CJ has established

25
relationships with many forwarder agents and many different shipping lines to be able to get
and provide the best price for customers depending on each route (because each carrier has
different competitive price routes).
Besides, in order to carry out the import and export of goods, one of the main operations of
the forwarding company is to do the necessary documentation procedures for the goods
owner. Documents have many types, depending on the requirements of the goods owner(what
stages do they outsource, from customs procedures to applying for a certificate of origin (C/O
forms), performing Fumigation services (for agricultural products, bamboo and rattan,
wooden goods...) or quarantine (with animal and plant quarantine), etc. In general, it can be
affirmed that the prices and services provided by CJ to customers are quite competitive and
attractive, and the benefits CJ provides to customers are very practical.
For warehousing services, the number of odd goods collected in the warehouse to be packed
and shipped out is also calculated at a very reasonable cost, especially for goods that need to
be preserved in special conditions. And within a certain period of time, the goods in stock will
have additional storage time or will receive a preferential price.
2.4.5.3.Service methods
What makes customers trust is the assurance of service quality, accompanied by the behavior
of service providers as well as their ability to create trust and credibility. It can be said that the
customer will be the judge of the service quality. In fact, on a service package, depending on
the staff with different skills, it gives customers different evaluations. Therefore, based on my
own observations, I would like to make some subjective comments about the service method
of the staff at CJ Logistic.
In fact, when interacting with customers, the most important thing is to make them feel
confident in the company's services. Understanding this, CJ pays great attention to how to
train their staffs (CJ staffs have persuasion skills, good communication skills that create trust,
accompanied by enthusiasm and dynamism, although most of them are very young staff). In
my opinion, to really excel in this challenging forwarding industry, staffs need to have a broad
knowledge base. Just like sales staff always have to master sales skills (such as contacting,
exchanging, persuading customers, taking care of customers after selling...), and in addition,
in forwarding, they also have to firmly grasp the customs knowledge; forwarding services;
import and export activities; general knowledge of relevant legislation; understand the nature
and characteristics of the goods to provide the necessary elements in the transportation
process...
On the other hand, in this forwarding industry, staffs also have to concurrently perform the
duties of a consultant. It is to advise and provide customers on shipping methods so that they
can choose an optimal method, advise them on necessary documents and procedures for
import and export, responsibilities of the parties involved in Incoterms,points to note about
import and export regulations in the partner country...And in fact, the work at CJ is carried out
professionally (having its separate sales department, separate documents, separate customs

26
clearance department,...). Therefore, the staffs in charge of consulting customers have more
additional knowledge in their field, while other fields of expertise still must be approved by
their colleagues. Moreover, this is a job that covers many fields, so it requires a great deal of
knowledge and experience to do well. Young staffs when interacting with customers will face
obstacles in some points that are not in their area of expertise.
In terms of working attitude, the young staffsof CJ always keep a friendly and enthusiastic
attitude towards customers. Daily they meet and contact with customers in all conditions and
through many different means such as face-to-face, phone or email. At the same time, each
staff has a unique personality, so the way of serving customers is not the same.However, there
is always a common framework, in case the customers refuse the service, the staffs will still
thank them politely and keep the relationship to see them next time.All customers and
partners have commented that from the director to the staff at CJ, they are very enthusiastic,
standard and make customers feel sympathetic.
Each CJ customer will be noted by a separate staff. The customers always receive enthusiastic
and attentive care by the staff from the beginning to the end of the contract and even after
finishing the order. Customers can grasp the status of their shipments, from consulting to
carrying out procedures, transportation, forwarding... through the staff in charge. Each staff is
assigned to each customer group to deepen customer exploitation and also take better care of
customers. The customer is the caretaker's own, so there is specific focus and attention.
Whenever there are questions, customers can receive timely advice from staff.
Through the survey, most of the customers, when working with the staff at CJ Logistic, feel
that they are very dynamic, enthusiastic and welcoming. Customers' questions are very
diverse, but the staff always respond promptly and enthusiastically, which is a huge plus in
the process of serving customers.
For the sales team of CJ Logistic, the staffs all do a great job with the task of capturing the
customer's personality, preferences, and working style, thereby getting the best behavior and
service for customers. The psychology and personal preferences of customers are captured
through chat. Each customer has their own working style and different requirements (some
people put work progress first, others pay more attention to price...). Even some people are
only interested in whether the total contract value is reasonable, while some people want to be
explained clearly how each fee is. Understanding the needs of each customer company and
the person who deals with them will help staffs to serve customers more thoughtfully.
2.4.6. Evaluating the business performance of CJ Korea Express Freight Vietnam
Company Limited
2.4.6.1. Result
- CJ Korea Express Freight Vietnam Co., Ltd is one of the leading suppliers and
developers of import and export services in Vietnam for businesses having trade

27
activities with Korea, the company has built its brand as well as created trust with
customers who choose the company as their import-export service provider.
- CJ Korea Express Freight Vietnam Co., Ltd. received Level 1 certification (TAPA)
from the Logistics Vietnam Asset Protection Association. In 1997, the Logistics Asset
Protection Association is a non-profit logistics protection organization in the world
formed in the US focusing on businesses specializing in logistics protection and
production of electronic, semiconductor and high-tech products. CJ is an enterprise
with the highest level of logistics security among enterprises in Vietnam.
- Revenue growth rate is quite stable year over year. And to achieve such results is
thanks to seizing opportunities, expanding markets, diversifying business forms and
domestic and international relationships in the field of import and export. Notably, in
2020, despite many fluctuations due to the impact of the economic recession and the
impact of the global Covid-19 pandemic, the company has continuously expanded its
network, contributing to strengthening its brand and reputation in the market.
- Provide policies and strategies that contribute to the development of business activities
and specific and clear working processes.
2.4.6.2. Limitations and reasons
2.4.6.2.1. Limitations
- Up to now, the company has only negotiated and signed transport contracts with certain
shipping lines. Therefore, the company still does not have the best competitive price to offer
customers.
- Although its scale is quite large and the network of personnel is large, its marketing
activities are the weak points, the company has not invested heavily to go deep into the
foreign enterprise market segment. This is a very potential market segment that allows the
company to exploit a huge customer base.
- The car head is something the company lacks, the company has to hire outside transport, so
it still has to depend on subcontractors, increasing the price of the service, reducing
competition compared to rival companies. At the peak time of the company, there is always a
shortage of cars.
- Situations where customers change their delivery schedule unexpectedly still happen, staff
do not follow closely and do not update customers regularly to understand the status of goods,
such cases do not happen often, but they also cause damage to the company itself, and

28
customers through it also have a bad perception and assessment of the company's customer
care quality, not following up to update information in a timely manner.
-The receipt of documents is sometimes delayed, for customers in cities where the company's
office is not located, the main method of receiving and sending goods documents is by post or
by car. And for electronic declarations, sometimes employees still have some errors in
declaration such as: incorrect declaration of payment method, tax payment location code,
taxable price, etc. And all these errors mean that the goods will not be cleared, taking time
and cost to repair and discrediting the company if not delivering the goods according to the
contract signed with the customer.
- The payment process of some partners is still delayed. In many cases, the company has
completed its delivery and completed all procedures to send the total cost to the customer, but
the customer does not need to make the payment immediately to the company, but can ask for
a delay. This will directly affect the time and financial balance for the company.
- The advance in goods processing has not been flexible, the accountant still rigidly requires
that the forwarder wants to advance money, he must advance it on the software. While
sometimes the software malfunctions, which takes time and affects the release of goods for
customers.
2.4.6.2.2. Reasons for the above problems
- Subjective reasons
* Company strategy
+ The company is still limited in expanding the market, this field has not achieved high
efficiency because the company has little investment to learn about those markets (find out
the potential of the market and the customer's freight needs). The company is very focused on
finding new customers, but new customers often won't have a long-term relationship with the
company.
+ In parallel, the organization of market research, assessment of customer needs, and statistics
of customer information has not been effective. In addition, the service quality is not
commensurate with the potential and requirements of the growing market.
+ The development strategy of forwarding services has not been enhanced, the types of
services have not fully met the needs of customers, especially fastidious customers.

29
* Human.
+ The qualifications and professionalism of the forwarders are still at a good level and need to
be improved in the near future.
* Capital capacity
+ The means of transport, machinery, equipment and warehouses are not really adequate, so it
is difficult to serve the transportation needs of customers well.
+ The cost of outsourcing services is still a lot such as renting machinery, equipment, labor,
vehicles, warehouses, ... affecting the company's finances.
* Competitors
+ With the current need for economic integration and development, there are many
competitors in the same forwarding industry both new and old, so the competition in price and
very harsh quality.
- Objective reasons
+ Weather is one of the main factors affecting import and export activities. For sea
transportation, if the weather is nice, the favorable level will be high and the goods on board
will achieve good safety. In case of weather risks, the goods on board are affected quite badly,
bad weather can slow down the ship's schedule, which can affect the goods transported, which
in turn affects the production activities of the business.
+ The world market is always fluctuating. Even a small change in import and export policy
affects import and export activities to or from that country.
+ For each country in the world, each country has its own way of operating, rules and policies
to bring the highest benefits to the shipping industry in particular and the economy in general.
Therefore, when each country wants to cooperate and penetrate the other country's market, the
conflict, and compliance with its own laws, is sometimes quite a big obstacle.
+ The difference in exchange rate between USD and VND also limits the import-export
industry. Import and export is a trade exchange with foreign elements attached, so the
exchange rate is an important factor to consider. When the exchange rate increases
(USD/VND), exports increase, imports decrease and vice versa.

30
+ Management mechanism of the State: some policies of the State are still inconsistent, still
piled up, the tariff schedule applied tax codes, customs procedures at Vietnam's border gates
are complicated and take time to resolve when problems arise. There are still many costs
besides the invoice and bribes for officials directly in the process of freight forwarding.
+ Domestic import and export situation: When the volume of import and export goods is
abundant, the import and export goods forwarding also develops.
+ The road infrastructure has not been completed, the road and bridge system is not up to
standard, causing difficulties for forwarding, increasing costs.
2.4.7. Survey of the company's services with customers
2.4.7.1. Methods to contact customers
- Conduct contact with customers via email, phone and zalo to schedule customer survey:
+ Call, text via email, zalo to invite and inform customers about the specific survey time.
+ Send email to invite customers to survey via google form, if they are busy and unable to
schedule a time for direct survey.
+ Call and text to thank customers after the survey.
2.4.7.2. Survey data analysis
2.4.7.2.1. Analytical methods
The data analysis is done by:
- Statistical method
- Conventional synthesis method
- Method of using excel software to make tables
- Synthesizing the answers and opinions of customers, analyzing and making comments.
2.4.7.2.2. Survey form
CUSTOMER COMMENT SURVEY
A. CUSTOMER INFORMATION
Name:……………………………………………………………………………
Work place:………………………………………………………………………

31
Phone number:…………………………………………………………………………
B. SERVICE QUALITY
Please agents and customers put an (x) in the selected answer
Question 1: Are you satisfied with the service provided by the company?
Very satified
Satified
Average
Unsatified
Very dissatified
Question 2: How do you evaluate the company's shipment processing and delivery time?
Very satified
Satified
Average
Unsatified
Very dissatified
Question 3: Are you satisfied with the company's service costs?
Very satified
Satified
Average
Unsatified
Very dissatified
Question 4: How do you evaluate the service and cooperation attitude of employees in the
company?
Very satified
Satified
Average
Unsatified
Very dissatified
Question 5: Are you satisfied with the level of safety during the transportation of the
company's shipment?
Very satified
Satified
Average
Unsatified
Very dissatified
Question 6: Do the types of services the company is providing meet your need ?
Very satified
Satified
Average
Unsatified
Very dissatified
Question 7: Can you update information through the company's website?

32
Yes
No
Thank you very much to our agents
and customers for cooperation!
2.4.7.2.3. Analysis results: collected
210/250 survey form.
Question 1: Are you satisfied with
the service provided by the
company?
Regarding the services provided by the company, the number of satisfied customers
accounted for 66% and the number of very satisfied customers accounted for 17%,0% on
average, the rate of unsatisfied
customers accounted for 15% and
2% were very dissatisfied.
Question 2: How do you evaluate
the company's shipment processing
and delivery time?
In terms of shipment processing and
delivery time, the number of
satisfied customers accounts for
60%, the number of very satisfied customers accounts for 10%,0% average, equal to the rate
of very dissatisfied customers, the
number of unsatisfied customers
accounts for 20%.
the company's service costs?
Regarding company service costs,
the number of satisfied customers
accounted for the highest rate with
65%, the rate of very satisfied customers was 15%,1% on average ,the rate of unsatisfied
customers accounted for 12%, and the lowest with 7% very dissatisfied customers.
Percent
Very satisfied
Satisfied
Average
Unsatisfied
Very dissatisfied
15%
2%
66%
17%
Percent
Very satisfied
Satisfied
Average
Unsatisfied
Very dissatisfied
10%
20
%
10%
60%
Percent
Very satisfied
Satisfied
Average
Unsatisfied
Very dissatified
65%
7%
15%
12%
1%

33
Question 4: How do you evaluate the service and cooperation attitude of employees in the
company?
Service attitude of the staff is
quite good when the satisfaction
level accounts for 70% and very
satisfied 20%, 0% on average, the
level of dissatisfaction accounts
for 7% and the level of very
dissatisfaction accounts for 3%.
the level of safety during the
transportation of the company's
shipment?
Satisfaction level accounts for
69% of the safety level in
shipment transportation,
followed by 16% very
satisfied,2% on average, 10%
unsatisfied and very dissatisfied
at least with 3%.
Question 6: Do the types of
services the company is
providing meet your need ?
Up to 70% of customers are satisfied with the service provided by the company, 20% of
customers are very satisfied,0% on average, 8% of customers are unsatisfied and 2% of
customers are very dissatisfied.
Percent
Very satisfied
Satisfied
Average
Unsatisfied
Very dissatisfied
20
%
7%
3
%
70%
Percent
Very satisfied
Satisfied
Average
Unsatisfied
Very dissatified
10% 16%
69%
3
%
2%
Percent
Very satisfied
Satisfied
Average
Unsatisfied
Very dissatisfied
8% 20
%
70%
2
%

34
Question 7: Can you update
information through the
company's website?
95% of customers can update
information on the website, and
5% of customers cannot update.
Chapter Summary
In conclusion, I personally see that CJ Logistic Co., Ltd., in the past 3 years of
business, has had a growth rate that has not been as planned. But, in the fiscal year
2020, although businesses in particular and the global economy in general were
depressed by the impact of the Covid-19 pandemic, which many businesses were
heavily affected even with negative growth, but CJ still had a slight growth in revenue,
which is a very positive sign. In addition, in order to compete and break through in the
booming import-export market today both at home and abroad, CJ Logistic company
needs to determine its key competitiveness, from which to invest in radial construction
and development to capture a growing market share.
In the process of development, the company has achieved certain achievements, but
besides that, there are still limitations that need to be corrected and maximized the
inherent potential of the company.
Percent
Yes
No
5%
95%

35
CHAPTER 3.
SOLUTIONS TO IMPROVE THE EFFICIENCY OF IMPORT AND EXPORT
ACTIVITIES AT CJ KOREA EXPRESS FREIGHT VIETNAM COMPANY LIMITED
3.1. Company development goals
3.1.1. Target market
With its predecessor as a subsidiary of CJ Group (one of the leading large corporations in
Korea in providing services of logistics, import-export, communication, entertainment and
food services,...) and with the support of its parent company in Korea, CJ Logistic Co., Ltd. is
making a leap to become the leading general logistics enterprise in Vietnam, concretizing the
No. 1 strategy in Asia. Currently, providing logistics services for Vietnam-Korea import and
export enterprises accounts for about 80% of the company's operating market. In addition, the
company is also aiming to develop markets in other countries in Asia and around the world,
such as China, Japan, Thailand, Philippines, Singapore, Malaysia, Canada, Germany, USA,
Brazil, etc,.
3.1.2. Company business goals
In order to achieve business efficiency, the company has set out a business strategy, set short-
term and long-term business development goals
Specifically:
- The company promotes revenue growth in all business areas. Accordingly, it also sets
a growth target in both FCL, LCL and Air goods volumes at 20%, increasing the
number of new and potential customers…
- In addition, through Gemadept, the company will participate in inland waterway
transport and coastal shipping - one of the industries that is considered to have very
high potential for development but is limited for foreign investor. At the same time,
with the investment in building a system of goods warehouses and delivery networks
across the country, especially in key economic areas such as Ho Chi Minh City,
Hanoi, Da Nang… CJ Logistics will realize the provision of general transportation
services throughout Vietnam.
- Try to minimize all costs related to operating costs and other expenses, to contribute to
financial stability and increase the company's revenue.
- Conduct training to improve the quality of human resources: invest more knowledge
for the staffs of the company. Invest in staffs to improve their professional skills,
foreign language skills, office computer skills, etc. to improve their work.

36
* Long-term goals
The company also sets long-term goals to 2025, specifically as follows:
- Maintain stable business operation and efficiency as current level
- Expand more services to meet the needs of customers, develop door to door service.
- Search for potential markets and penetrate into those markets, especially reach out to
foreign markets. The company's goal by the end of 2021 is to penetrate the markets of
countries in Central Europe.
- Continue to develop competitive advantages.
- Promote service improvement, focus on incentives for long-term partners and potential
customers.
- Deploy to complete the chain of integrated cargo logistics system, including all stages
from start to finish of the supply chain, from shipping, ports, distribution centers to air,
water and road transport.
- Always operate with the goal that the company has set since its establishment "CJ
EXPRESS FREIGHT VIETNAM (CJ Logistic) is set to become the pioneer of
international standard logistics services provider in Vietnam.", becoming a pioneer in
providing international standard logistics services in Vietnam.
3.2. Logistics development solutions at CJ Korea Express Freight Vietnam co., ltd.
3.2.1.Improving service quality and controlling risks effectively
In order to improve the quality of import-export services, the company needs to promote
radical measures to bring the best services to customers, such as:
- Ensure the regulations on packaging as well as regulations on the transportation of
goods to limit the risks of damage and loss of goods that can cause economic losses
for both the company and customers.
- Store goods well during loading and unloading, moving must be gentle, avoiding
collisions, breakage, distortion of cartons.
- When a loss occurs, the company needs to immediately notify the customer about the
situation to come up with a timely remedy. If it cannot be remedied, depending on the
actual damage incurred, the company considers to compensate.
- Strengthen close coordination between modes of transport

37
- Create close relationship with customers. There are preferential policies for customers.
The policy of giving gifts on holidays, birthdays, to improve relationships.
- Develop long-term cooperation relationships with partners who are agents, forwarder
companies, shipping lines.
- Increase investment in important and necessary infrastructure and equipment of the
company.
- It is necessary to minimize minor errors in service settlement, show professionalism
when serving and consulting customers.
- Build a strong team of experienced and enthusiastic staff that can respond to
customers' inquiries and always keep customer information confidential. Timely notify
customers about the progress of the transportation journey and report the specific
schedule of shipments for customers to grasp through 4.0 technology software.
- The goal of building a customer care team is to bring the company's services closer to
customers, in order to timely support the necessary information for customers, become
the person who will promote the offers to customers who have used the company's
services so that they can have peace of mind when using the company's services,
thereby recommending their partners to the company.
- Receive customer's comments by creating an email inbox so that they can contribute
ideas, reflect the quality of service for the company to rely on, review and offer the
best solutions for customers.
- Promote after-sales customer care: The company's leadership as well as the company's
staffs must always keep in mind that "customer is god". Any customer wants to
receive good service and dedicated care both before and after the transaction. After-
sales customer care is also very important, it is the premise for the next cooperation
between customers and the company. Therefore, the company must not ignore this
service.
3.2.2. Improving the expertise and professionalism of the human resource
A company that wants to thrive, in addition to excellent leaders, also needs to own an elite
staff who love their work, ready to devote their energies and talents. The company's
leadership should be aware of it to make specific plans in the selection, recruitment and
training of the company's staffs so that the work efficiency is highest.
- The company should open some lecture courses to raise awareness as well as
professional qualifications of the staff, so that they know clearly about their role with

38
the company, what are the benefits of promoting the company's services and improve
the level of customer consultation so that it is effective. Then add knowledge of
relevant legal documents to the staff so that in the process of consulting with issues
about industry and prices, customers will feel more professional and safer.
- Develop a reward-punishment policy with staff, for hard-working staff with good
achievements, praise and reward and encourage that staff, but for staffs who often
make mistakes, it is also necessary to criticize and give reasonable punishment. Since
then, building a complete and professional staff with a high sense of responsibility for
the work they undertake.
- Organize courses on soft skills: computer, persuasion skills... Simultaneously, in
parallel with testing professional knowledge for the staff, thereby grasping the
qualifications and skills of each one, taking timely measures to support professional
improvement for the weak people to build a team of professional staff in terms of
qualifications, experience and expertise.
- Coordinate a team of managers to participate in seminars organized by forwarding
associations or economic organizations to gain a deeper understanding of the world's
economic situation to be able to go ahead and build long-term and effective strategies
for the company in the future.
- When there is a large project that the company does not have enough resources, it is
necessary to consider outsourcing a quality human resources team.
3.2.3. Enhancing and improving the effectiveness of promotion to attract customers
Currently, marketing activities are an important factor to help forwarding businesses in
particular and most businesses in general find a reasonable source of customers. Therefore, in
order to develop the company's business activities, the company needs to strengthen its
marketing activities, considering marketing activities as a priority activity. Therefore, the
company needs to perform the following tasks in the immediate future:
* Identify customers
- Continue to maintain market research, prices and identify strong and weak transport
routes of the company.
- Deploy information gathering of importers and exporters to conduct thorough
exploitation.
- Continue to promote customer care, maintain regular contact to inquire and support
customers, and receive comments from customers about weaknesses to overcome.

39
* Invest in brand image
- The company needs to recruit highly qualified staff, regularly organize professional
training sessions to improve professionalism, update the latest dispatches, way to solve
problems with customs and with customer.
* Meet with customers to determine service requirements
- Organize meetings with customers to know their needs and requirements on items
such as freight, transit time, port of destination and special requirements for customer
service and documents.
- Review what needs the company can meet from customers and promote service
information including information about where to receive goods, terms of sale, freight,
surcharges, type of shipping, time of shipping, effective date, route, destination port.
* Offer
- Exchange and negotiate with customers when there is feedback, and consult the ship
owner when there is a low price proposal.
* Company's service policy:
- Always accompany customers on every way, with the motto "Customer is God”
- Always meet the needs of customers, develop service quality and competitive prices
by: standard, accurate and safe professional manners; on time delivery.
- Approach, monitor and encourage on the basis of policies of shipping lines, for
customers who are goods owners.
- Stick to the foreign stage and give many preferential policies to customers who are
shipping lines.
In addition, the company needs to take reasonable measures to improve the effectiveness of
promotion, marketing, and customer attraction, such as:
- Develop a promotional strategy suitable for each time and at a cost appropriate to the
company's capacity. Should make the most of the media such as TVC, banners, social
networks, etc. to promote the brand image.
- Actively participate in exhibitions and seminars
- Participate in events, organize to expand the network of partners.
- Organize events and give gratitude gifts to loyal customers every year.

40
3.2.4. Applying modern technology in systemoperation management
When providing services to customers by applying this application, the company will save
time in the working process, create a professional demeanor, handle work quickly and
minimize unnecessary errors and losses. Therefore, the application of modern technology in
operation, management and exploitation of forwarding services will create maximum
conditions and improve the efficiency for operating the company's import and export system.
The company needs to focus on developing the application of modern technology and
investing with a clear plan. The company should use ERP software in the management of
international freight forwarding, standardizing data, creating the basis for the management of
the business more thoroughly.
3.3. Recommendations
3.3.1. Recommendations to the government:
- Add a number of regulations on Commercial law, especially clear regulations on
aspects of logistics - import and export services.
- The Government needs to clearly define that "import and export is a spearhead and
key economic sector", it is necessary to change its perspective on logistics
management and development.
- Urgently determine the right location to build an online port without transshipment, go
directly to international markets.
- Add business licensing in terms of law, there should be clearer regulations in the
business licensing of logistics enterprises.
- The Government needs to supplement regulations and policies to win the right to
transport for logistics enterprises in Vietnam.
- Improve conditions in import and export activities, especially for customs, it is
necessary to unify customs documents. The Customs Law needs to have provisions as
a basis for reforming Customs procedures in the direction of simplifying documents,
making them public and convenient for customs clearance.
- In fact, our transport infrastructure has not been strongly developed, restricted by
regulations on speed and weight..., resulting in a delay in the delivery schedule,
affecting costs (limited weight). Therefore, the government needs to increase
investment in both railways and roads, in order to improve traffic quality and create
conditions for import-export services in Vietnam to develop more strongly in the
future.
- Expand international cooperation, strengthen bilateral and multilateral cooperation in
order to connect and expand the relationship between logistics enterprises in the

41
world, between logistics enterprises and with import-export enterprises, domestic and
foreign e-commerce enterprises.
3.3.2. Recommendations to relevant ministries, branches, localities and associations
- Develop and accelerate administrative reform, cut or simplify administrative
procedures related to import and export, especially specialized inspection procedures.
- Complete the legal framework for logistics services and digital transformation,
especially security, anti-vandal cooperation, digital governance, tax on digital
technology to encourage development…
- Develop digital infrastructure, ready to meet the explosive demand for connection and
data processing, functions of network monitoring and network safety and security are
integrated right from the design and construction.
- Continue to promote the application of information technology in all stages at all
levels and sectors.
- Continue to promote the development of public services for e-commerce and import-
export such as: e-customs, business registration and specialized licenses related to
commerce, tax declaration and electronic tax payment, making import and export
procedures; online dispute resolution... And thereby, contributing to promoting the
development of the logistics service industry in the context of the increasing impact of
e-commerce and import and export on this industry.
3.3.3. Recommendations to customers
- All businesses that are close partners of CJ in particular and businesses related to
transportation in general should raise awareness about the important role of import and
export services in reducing business costs and contribute to market development,
improve business results of enterprises. Currently, in Vietnam, goods have to go
through many intermediaries, thus increasing transaction costs and increasing product
prices. Businesses should promote and focus on outsourcing services to increase
business efficiency. In many cases where external services are needed, most
businesses do not choose that solution but handle it internally.
- Enterprises should promote long-term cooperation relationship with CJ Logistic and
logistics enterprises, which can partly reduce service costs, develop the company, and
the long-term cooperation will contribute to promoting the development of the
domestic import-export industry and making the economic sector develop stably.

42
3.4. Case study
3.4.1. Background: In the current world, when gradually shifting to a knowledge-based
economy and in the trend of globalization and international economic integration, high-
quality human resources are increasingly playing a decisive role. An economy that wants to
grow at a high level must be based on at least three basic pillars: the application of new
technologies, the development of modern infrastructure, and the improvement of the quality
of human resources. In which, the most important driver of sustainable economic growth is
people and high-quality human resources. The research and development of human resources
is a regular, long-term and indispensable objective.
3.4.2.Size, structure of employees and qualifications of the company's employees.
Currently, the number of employees of CJ Korea Express Freight Vietnam is a total of 1831
employees, of which:
- Divided by gender: 1146 male employees and 685 female employees.
- Divided by nature of production: 515 indirect employees and 1316 direct employees.
- Divided by age: 748 employees from 18 to 30 years old, 557 employees from 30 to 45 years
old, 526 employees over 45 years old.
- Divided by qualifications: 70% of employees having university degrees, 25% employees
having college degrees and 5% not having degrees.
3.4.3. Solution: Improving the expertise and professionalism of the human resource
- Open some lecture courses to raise awareness as well as professional level of
employees.
- Develop a reward-punishment policy with employees.
- Combine and organize courses on soft skills: computer, persuasion skills...
- Coordinate a team of managers to participate in seminars organized by forwarding
associations or economic organizations.
- It is necessary to consider outsourcing quality human resources when the company
does not have enough human resources.
Result: The company has opened courses on soft skills to foster the company's employees,
perfecting the assessment through collecting students' opinions, and evaluating learning

43
results. From the test results, it shows that the knowledge and level of soft skills of employees
are more and more solid, the level of communication has improved quite a lot, making
persuasion more effective.
Chapter Summary
In a period when the economy of the whole country and around the world was stagnant due to
the bad developments of the Covid-19 epidemic, and at the same time with the fierce
competition of domestic and foreign logistics enterprises, it is necessary for the company to
consider the maximum improvement of many things to achieve the goals and strategies that
the company has set, the company needs to have clear directions in the development process
of the company. Along with the development of the company and its inherent advantages, the
company also needs appropriate policies and solutions to develop such as: improving service
quality; building infrastructure and techniques at enterprises; strengthening the training,
retraining, recommending to the departments, improving the level of human resources,
especially the officers, then the employees, the management team should have clear and
specific recruitment policies as well as reward policies for employees with good performance;
approaching modern technology and applying it to effective management and supervision
activities.

44
CONCLUSION
In short, the import-export industry is essential and plays an extremely important role in the
current economy. It contributes to the growth of economic activity revenue and creates
countless opportunities for businesses to cooperate. For Vietnam, thanks to import and export
activities, we can combine with the country's own resources, potentials such as natural
resources, labor, and shortages such as capital and technology to open up the economy in
order to take advantage of aid capital, inherit scientific and technical achievements combined
with the potentials to create strong growth for the economy, contributing to shortening the
economic gap of our country with developed countries in the world. In addition to the
opportunities that import and export activities bring, there are also many difficulties for each
business when participating in this playground. Therefore, improving the efficiency of import
and export goods forwarding is an important issue that every business is always interested in.
With any problem in general and import-export activities in particular, there are opportunities
and challenges for businesses. With the knowledge I have learned, searched, and through the
process of internship, actually working at the enterprise, along with the collection, analysis
and evaluation through specific actual criteria, I have evaluated the current status in the
company's import and export business. Thereby seeing the limitations that still exist, since
then I have come up with some measures to improve and develop the import and export
business of the company to contribute to solving the areas where the company is still limited
to achieve better business performance.
However, due to limited time and qualifications, not much accumulated experience and
knowledge, the necessary information and data are not covered. Therefore, the graduation
thesis cannot avoid certain shortcomings. I look forward to receiving the comments to
improve this topic.

45
References
- National Assembly (2005), Commercial Law 2005.
- Government (2017), Decision No. 200/QD-TTg dated February 14, 2017 approving
the action plan to improve competitiveness and develop logistics services in Vietnam
to 2025.
- Nhu Quynh (2020), The COVID-19 epidemic poses an urgent requirement for digital
transformation in the logistics industry, the Consumer Economy
- Nguyen Thi Thao Nguyen (2018). Factors affecting the development of logistics
services in Vietnam.
- Research, exchange and develop logistics services in Vietnam - Financial magazine
- https://www.als.com.vn/tin-tuc/logistics-2020-diem-sang-lon-tren-ban-do-kinh-te-viet-
nam.html
- Data source: accounting department of CKEF company
- Factors affecting the quality of logistics services - industry and trade magazine

46

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