Báo cáo thực tập TIẾNG ANH giao nhận hàng hóa, công ty Logictics

VIETNAM GENERAL CONFEDERATION OF LABOUR
TON DUC THANG UNIVERSITY
FACULTY OF BUSINESS ADMINISTRATION
PROFESSIONAL INTERNSHIP REPORT
ANALYSIS THE PROCESS OF IMPORTING IN
FORWARDING OPERATION OF TRA-SAS BY SEA
TRANSPORT
Instructing Lecturer: MBA. LUONG THI
HOA
Student’s name: DUONG BOINGOC
Student’s ID: 71406301
Major: BUSINESS ADMINITRATION
Academic Year Code: K18
HO CHI MINH CITY 8/2017

EVALUATION OF INSTRUCTING LECTURER
Student’s name: Duong Boi Ngoc Student’s ID: 71406301
Class:14070610 Academic Year Code: K18
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Ho Chi Minh City, Date………………………….
Instructing Lecturer
(Full name ands signature)

EVALUATION OF COMPANY FOR INTERNSHIP
Student’s name: Duong Boi Ngoc Student’s ID: 71406301
Class:14070610 Academic Year Code: K18
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Ho Chi Minh City, Date…………………………………
Management Executive Officer
(Full name, Signed and Sealed)

ACKNOWLEDGEMENT
First of all, I would like to thank the teachers at Ton Duc Thang
University has enthusiastically taught me all the time.
I would like to thank Ms.Luong Thi Hoa - who directed me to this
essay. Thank you for your dedication, not only your professional knowledge,
but also your work experience and life experience.
Thanks to Mr Tran Viet Huy - Managing Director of TRASAS has
created opportunities for me to practice in the company. Besides, I would
like to thank all the staffs in the forwarding room for their generously
helping so that I can have a multi-dimensional approach to the practical
lessons and can easily complete this essay in the most convenient way,
especially Ms.Tran Thi Tuyet Linh for great help and guidance for me to
work in a professional and friendly environment.
Finally, I wish all the administrators and teachers of Ton Duc Thang
University, Board of Directors and all members of TRA-SAS Company
health and more successful in work as well as in life.
Thank you sincerely to all!
Student
Duong Boi Ngoc
Class: 14070610

TABLE OF CONTENTS
CHAPTER 1: OVERVIEW OF TRASAS COMPANY...............................................1
1.1 General about TRASAS company...........................................................................1
1.2 Fields of business activities.......................................................................................2
1.3 Company’s organizational structure.........................................................................3
1.3.1 The management structure.....................................................................................3
1.3.2 Functions, duties of departments...........................................................................4
1.3.3 The personnel situation of the company...............................................................6
1.4 The company's operating stage in 2014 – 2016.......................................................7
1.4.1 The company's operating stage in2014 – 2016....................................................7
1.4.2 Business situation by fieldof working..................................................................8
1.5 Capital and technical facilities:................................................................................9
CHAPTER 2: THE PROCESS OF IMPORTING IN FORWARDING OPERATION
OF TRA-SAS BY SEA TRANSPORT ........................................................................... 11
2.1 Relationship between parties................................................................................. 11
2.2 Process of importing in forwarding operation of Tra-sas by sea transport......... 12
2.3 Analyze the process of importinginforwarding operationof Tra-sas by sea
transport......................................................................................................................... 12
2.3.1 Receiving documents from customers............................................................... 12
2.3.2 Getting delivery orders from shipping company............................................... 13
2.3.3 Filling e-custom declaration............................................................................... 13
2.3.4 Custom clearance at port..................................................................................... 20
2.3.5 Transport imported goods to warehouses.......................................................... 23
2.4 Evaluation................................................................................................................ 23
2.4.1 Avantages............................................................................................................. 23
2.4.2 Disavantages........................................................................................................ 24

3.1 SWOT analysis....................................................................................................... 25
3.2 Trend of development in goods delivery services in Vietnam: ........................... 26
3.3 Solutions to improve the quality of delivery services in TRASAS:.................... 28
3.3.1 Improve the level of the CEO, participants in the process................................ 28
3.3.2 Invest in infrastructure, machinery, equipment................................................. 30
3.3.3 Application of information systems................................................................... 32
3.3.4 Improve customer services ................................................................................. 32
3.4 Recommendation to state agencies:....................................................................... 33
3.4.1 Improve the infrastructure .................................................................................. 33
3.4.2 Simplify the declaration procedure .................................................................... 33
3.4.3 Training person in logistics................................................................................. 33

LIST OF TABLES, IMAGES AND FIGURES
TABLE LIST
Table 1.1 Human resource of Trasas in 2016...........................................................14
Table 1.2 Revenue - Cost - Profit TRASAS in 2014-2016....................................14
Table 1.3 Capital structure of TRASAS in 2014 – 2016 ........................................16
Table 1.4 List of machine used in the office ............................................................16
Table 1.5 List of machines used in warehouse .........................................................17
IMAGES LIST
Image 2.1 Interface of ECUSS VNACCS software (1) ................................................... 13
Image 2.2 Interface of ECUSS VNACCS software (2) ..........................................14
FIGURE LIST
Figure 1.1 Structure of company structure................................................................12
Figure 1.2 Revenue structure by activity in 2016 ....................................................15
Figure 1.3 Process of importing in forwarding of TRASAS by sea transport…. 18

ACRONYMS
Acronyms English
TRASAS Tracimexco - Supply Chains and
Agency Services J.S Company
B/L Bill of lading
HB/L House bill of lading
C/O Certificate of origin
CONT Container
T/T Telegraphic Transfer
DOC Document
ETA Estimated time arrival
ETD Estimated time departure
FLC Full container load
FOB Free on board
MÃ HS Harmonized system code
VCCI Vietnam Chamber of
Commerce and Industry

INTRODUCTION
Foreign trade development is our country's top task in the process of regional
and world economic integration in which import and export activities have brought
significant benefits to our economy. Freight forwarding plays an important role in
supporting export and import development also seen as a high added value industry.
In addition, the forwarding business requires the ability of professional competence,
knowledge of the import-export enviroment : documents, invoice, packing list, tax,
tariff, contracts, ...
The benefits of this service have contributed significantly to the economy of
the country, especially foreign trade. Recognizing the importance and influe nce of
the delivery service, I decided to choose delivery as a topic for internship report.
With the theoretical knowledge at the school together with the experience of
practical experience during days at TRASAS JSC has helped me cultivate
knowledge, trainning skills more about the method, the process of organizing the
delivery and most importantly completion of the topic. However, the knowledge of
logistics is very huge, so I only limit the content of my report with the subject:
ANALYSIS THE PROCESS OF IMPORTING IN FORWARDING OPERATION
OF TRA-SAS BY SEA TRANSPORT.
The topic is to find out more about sea freight forwarding services, study the
main issues of the process and the status of forwarding activities in order to better
understand the freight forwarding business internationalization as well as quality
delivery services the company provides. From that, we can continue utilizing and
promoting the strengths of the company, while offering solutions to improve the
quality of forwarding services and further improve the company's forwarding
activities to develop company.
In addition, research on the subject also allows me to have the opportunity to
apply the knowledge in the field, to be exposed to new jobs, to learn more in the
industry. This is also an opportunity for me to equip myself with the knowledge,
skills and attitudes necessary to prepare myself for graduation.
The report consists of three main chapters:
- Chapter 1: OVERVIEW OF TRA-SAS COMPANY
- Chapter 2: THE PROCESS OF IMPORTING IN FORWARDING
OPERATION OF TRA-SAS BY SEA TRANSPORT
- Chapter 3: RECOMMENDATIONS AND SOLUTIONS FOR THE
PROCESS AND THE COMPANY

1
CHAPTER 1: OVERVIEW OF TRASAS COMPANY
1.1 General about TRASAS company
- General information:
Name: Tracimexco Supply Chains And Agency Services JSC (TRA-SAS)
Address: 34 Nguyen Thi Nghia, Ben Thanh Ward, District 1, Ho Chi Minh
city
Phone: (08) 38322796 – 39250143
Fax: (08) 39250986 – 38300586
Email: info@trasas.com.vn
Website: http://www.trasas.com.vn
Logo:
- History and developing:
1996
 January 26th 1996, Shipping and Agency Services Enterprise was
established based on the foundation of separation of VIETRANSCIMEX
transportation enterprise, which was managed by
VIETRANSCIMEX Corporation - Ministry of Transport.
 Headquarters and transaction office were 34 Nguyen Thi Nghia Street,
District1, HCMC, Vietnam.
2006
 On January 15th 2006: transformed from Shipping and Agency Services
Enterprise into Tracimexco – Supply Chains and Agency Services J.S
Company. This was a very important spot, marked a new turning in
development tendency of the company.
 Initial paid in capital to VND 4.6 billion.
 Chairman and CEO: Mr.Nguyen Van Quy
 Major founder: TRACIMEXCO, Mr. Nguyen Van Quy, Mr. Tran Viet
Huy, Mr. Do Van Muoi.
2011
 In the first time, The Earning before tax was passed USD 1 Million.
 Operated 2nd Distribution Center and Consolidated warehouse in Ha Noi.
2012

2
 Increased charter capital to VND14 billion.
 New headquarters building at 34 Nguyen Thi Nghia, District 1, HCMC,
Vietnam.
2013
 Joined VietNam Logistic Association (VLA).
 Received International Quality Crown Award- Gold Category- by
Business Initiative Directions (London).
 Operated 3rd Distribution Center In Binh Duong.
2015
 Listed on UPCOM/HNX stocked exchange in 2015 under label TRS.
1.2 Fields ofbusiness activities
- Vision:
With the goal of becoming the leader in the field of logistics and supply
chain services, TRA-SAS never cease looking for intelligent and innovative
solutions in order to continually improve our reliable and convenient services.
- Mision:
Connecting the dots, saving time – Our highest priority is to offer customers
assured and fast services at a reasonable price, and provide comprehensive solutions
for logistics at an international level.
-Strongest business field are:
 Customs broker
 International freight forwarding services
 Logistics services such as: warehousing, DC management, local transport
( road, sea-freight), packing, labeling..
 I.O.R Services
 Shipping agent.
 Trading, Distributing agency.
-Custom brokerage service:
 TRA-SAS is full-licensed custom broker with EDI facilities
 Provide Customs tariff , procedures and regulation consultation.
 Full customs formalities for inbound & outbound shipment
 Duty exemption, duty drawback application. Assist in applying relevant
documents such as CEPT Form D, Health Cert..
 Supports relevant requirements for import-export activities such as:
hygienic conformity, fumigation, surveillance and inspection services..
-Freight forwarding:

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We have extensive experience in handling all types of cargo to meet your
import and export freight requirements as well as providing multimodal inland
transportation.
-D.C & Delivery Service:
 TRA-SAS Warehouse and Delivery makes the safe storage and careful
transport
 Security Monitored Facilities by Closed Circuit Cameras Sprinkler
Monitored for Fire Safety and Prevention. Computer-Maintained
Inventory Tracking for Impeccable Records
 All 3PL value-added services : sorting, palletize, wrapping, bundling,
labeling, ...
 Provide complete trucking services by road and sea-freight combination..
throughout Viet Nam . 24 hour flexibility is our commitment to getting
your shipment delivered on time, every time.
1.3 Company’s organizational structure
1.3.1 The management structure
( see the figure at the next page)

4
Figure 1.1 Structure of company structure
Company model is characterized by the existence of pure functional units
such as Finance, Accounting, Sales. In addition, it also shows quite distinct
characteristics of the company - TFS Center and Agency.
Between departments is related to each other, facilitating the completion of
goals.Company structure includes Board of Directors and 5 functional departments:
- Organization and Administration
- Accounting
- Sales
- TFS Center (TRACIMEXCO TFS)
- Truck Center
1.3.2 Functions, duties of departments
Board of Directors
Director
Board
Chairman of
the Board
Director
Vice Director Vice Director
TFS centerTruck
center
O.A part Account Sale
Document Delivery

5
The board of directors of the company is the governing body of the company
Company to decide and exercise the rights and obligations of the company.
Duties:
- Decide strategy, company development plan.
- Supervise and direct the director or general director and other managers in running
the day-to-day running of the company.
- Undertaking the role of managing the general management of the enterprise,
making business decisions and taking the highest responsibility for the operation of
the company.
- Working on a discussion basis with the department heads before making the final
decision.
Organization and Administration
Total staff is 5 people, including 1 manager and 4 employees. It has the task
of organizing administrative activities, external relations, and supporting activities
for the business of the business. At the same time, the service for the delivery and
insurance procedures for employees.
Accounting
Consists of 8 employees, including 1 chief accountant and 2 deputy
accountants.
Task:
- Reflecting the results of business activities of the company
- Manage the conservation of capital and assets of the company
- Provide and timely report to the Director of financial situation
- Monitor business activities to reduce risk and improve business efficiency of the
company.
- Present to the director for financial planning and investment plans.
Sales Department
It consists of 52 members, this department plays an important role in the
business operations of the company and under the direction of the school room.
Consists of two parts: the document department and the delivery department
(including the fleet).
Function of room:
- Signing contracts, implementing contracts, handling import and export procedures
and delivering goods at ports.
- Signing contracts of entrusted import, export, direct import and implementation of
contracts.

6
- Management of import and export documents and cargo delivery at port.
- Manage import export documents.
- The voucher department is in charge of handling all import and export documents
of the customers and at the same time assists the forwarding department in updating
the current legal documents.
- The freight forwarder consists of trucks and container handlers, under the control
of the sales department. One of them is the vehicle driver who arranges the transfer
of vehicles for the delivery and delivery of the company. In addition, the fleet also
has a separate accountant responsible for cost calculation, revenue management of
the fleet to report on the company.
The bulk of revenue comes from forwarding activities, which is always the
dynamic and creative work of the staff. Forwarders not only improve their
knowledge and qualifications to meet the needs of working as well as consultancy
in the field of import and export, tariffs for customers.
TFS Center:
This department was established as a service center for cargo transportation,
freight forwarding and export services at Tan Son Nhat International Airport. There
is a branch office located at 35 Hau Giang, Ward 4, Tan Binh District.
Truck Center:
Location at Di An, Binh Duong, is the distribution of light trucks by JAC
manufacturers.
It is the task of finding customers to consume trucks, and at the same time
reporting costs, revenues and profits to the company and under the management of
the board of directors.
1.3.3 The personnel situationof the company
The company's staff are young, aged between 24 and 40 and all have college
degrees. Employees are flexible, intelligent and able to work under pressure, but
with a young, inexperienced professional experience that requires a lot of learning.
In addition, the staffs having family is very low, most of the married staff are in the
accounting position, administrative organizations. These are places that require
experience and care in the workplace.
Table 1.1 Human resource of Trasas in 2016
Department Amount Study Age Family Status
Sales 52 Bachelor 24 – 30 15 married
Acounting 10 Bachelor 25 – 35 6 married

7
Organization and
Administration
5 Bachelor 40
married
TFS center 10 Bachelor 25 – 28 2 married
Truck center 10 Bachelor under 30 Single
(Source: TRASAS Company)
1.4 The company's operating stage in 2014 – 2016
1.4.1 The company's operating stage in 2014 – 2016
Table 1.2 Revenue - Cost - Profit TRASAS in 2014-2016
Unit: Billion VND
Target 2012 2013 2014
Compare 2015 to
2014
Compare 2016 to
2015
Absolute Relative
(%)
Absolute Relative
(%)
Revenue 101,72 120,45 135,53 18,73 18,42 15,08 12,52
Cost 90,96 105,49 109,63 14,53 15,97 4,14 3,93
Profit before
tax
10,76 14,97 25,90 4,21 39,08 10,93 73,08
Net profit 2,48 3,55 4,17 1,07 43,35 0,62 17,45
(Source: TRASAS business results in 2014-2016)
In general, the business performance of the company is quite successful,
turnover has increased continuously over the years. In 2014, the company's revenue
reached 101.72 billion. In 2015, the company expanded its business scope, found
new customers, revenue increased 15.08% compared to 2014, reached 120.45
billion. In 2016, Vietnam officially opened its doors for the logistics industry (from
January 11, 2014), competition in the forwarding market has been fiercer, so the
revenue growth rate is lower than in 2015, However, revenue was still high at
135.53 billion dong.
Along with the increase in sales, the company's cost has also increased over the
years. In 2014, the total cost of the company is 90.96 billion. In 2015, the total cost
increased by 15.97% compared to 2014, at 105.49 billion. By 2016, due to many
efforts to cut costs of the board and all employees, the cost increased only 3.93%
compared to 2015, at 109.63 billion.
The continuous fluctuations in revenue and expenses made the company's
profits continue to fluctuate, but with the increase in revenue with the stronger
margin has made the profit increase continuously over the years. Pre-tax profit in

8
2012 reached 10.76 billion, and by 2015 increased 39.08% to 14.97 billion. In 2016,
profit continued to increase sharply, up 73.08% against 2014, reached 25.90 billion.
1.4.2 Business situationby fieldof working
Figure 1.2 Revenue structure by activity in 2016
40% of the company's revenue from import-export and forwarding activities,
showing that this is the company's main business is very effective. The company's
major customers in the forwarding sector such as McDonalds, URC Vietnam,
Beiersdorf Vietnam ....
Indirect import and export activities account for about 25% of the total
revenue of the company. Alcohol is dominant in this area of the company, and the
profit from entrusting operations is also very large, accounting for a quarter of total
sales.
In the field of direct import and export, the company focuses on the confectionery
market of the domestic market to import and distribute chocolate cake originated
from Korea and Japan. Revenues from these activities account for 20% of total
revenue.
It accounts for 15% of the total turnover of the automotive business. The
monthly volume of cars sold is more than 20 JACs. This is a new business that was
formed in 2007 when the company diversified its field of activity.
Sales
Direct import,export Indirect import,export Truck sales Forwarding
20%
40%
25%
15%

9
Through the revenue structure by sector, it can be seen that the company is
diversifying its business line and focusing on the key industry. Take advantage of
the advantages of the industry that the company has the maximum advantage while
also using the ability to do business from other sectors. It c an be said that the annual
growth rate of high turnover of the company is the result of the diversification of
business lines.
1.5 Capital and technical facilities:
TRASAS was converted into a joint stock company in 2006 and by 2014 the total
capital of the company is VND122 billion.
Table 1.3 Capital structure of TRASAS in 2014 – 2016
Unit: Billion VND
2014 2015 2016
Value Proportion
Value
Value Proportion
Value
Value Proportion
Value
Fixed capital 1,503 2,70% 2,1 3,03% 25,65 20,87%
Working
capital
54,12 97,30% 67,2 96,97% 97,25 79,13%
Sum of 55,623 100% 69,3 100% 122,9 100%
(Source: Report on results of company operations TRASAS in 2014-2016)
TRASAS's capital always tends to increase from 2014 to 2016 due to the
need to expand its operations. Working capital always accounts for a large
proportion of the company's capital structure, over 70% from 2014 to 2016, because
the company is a direct import and export business, consignment and logistics
services. In 2016, fixed capital increased and accounted for 20.87% of the total
capital of the company mainly
focus on headquarters, transportation, ....
In 2011, the company rebuilt the company's building at 34 Nguyen Thi
Nghia, with the design of five storeys, a ground floor and a parking garage to
further expand the size of the company and the completed works. In addition, the
company has an office located at 35 Hau Giang, where TFS is located.
The truck and container truck fleet consists of 10 tractors and 7 vehicles for
the transportation of cargo. The center car with an average of 10 vehicles at the
center meet the needs of customers in the area.

10
The office equipment that meets today's work needs includes a telephone
intercom network, 10 printers, 5 photocopy machines, two dot matrix printers for
printing value added invoices and income and expenditure patterns…
Table 1.4 List of machine used in the office
( see the table in the next page)
List of machine Quantity
Computer 55
Table phone 51
Photocopy machine 5
Scaner 4
Fax machine 1
Printer 10
Dot matrix printer 2
(Source: TRASAS company)
TRASAS owns warehouse and yard system with a total area of 40,000 m2
built according to international standards, located at 6/4 Dong An Hamlet, Binh
Hoa Commune, Thuan An District, Binh Duong Province. The bulk of the
company's freight forwarding is about 45km and takes about 30 minutes on the
road.
Table 1.5 List of machines used in warehouse
List of machine Quantity
Forklift 2
Pick up truck 4
Container truck 10
Pomooc (20’/40’) 5
Car 10
(Source:TRASAS company)

11
CHAPTER 2: THE PROCESS OF IMPORTING IN
TRANSPORT
2.1 Relationshipbetween parties
For import and export forwarding services, TRASAS as a forwarding service
provider will sign a forwarding contract with the importing company (referred to as
the goods owner). The shippers company will sign a letter of authorization for
TRASAS to carry on behalf of the shippers to deal with the relevant authorities at
the border.
The procedure of importation is on the Customs declaration, the item
"Importer" will write the name and address of the company owner, and the name of
TRASAS will be entered in the box "customs clearance agent" . On all import
documents such as Contract, Invoice, Packing list (P / L), Bill of lading (B / L),
Certificate of Origin (Certificate of Origin) C / O) includes the name of the shippers
company (this is required), while the cash receipts at the port or shipping line may
include the company name of the shippers or TRASAS (this is a TRASAS
agreement).
Figure 1.3 Relationship between parties
Trasas
Customers
DHL
Vietnam
Customs
Shipping
Agency
Goverment
Agency

12
2.2 Process of importing inforwarding operation of Tra-sas by sea transport
( see the figure inthe next page)
Figure 1.4 Process of importing in forwarding operation of TRA-SAS by sea
transport
2.3 Analyze the process of importing in forwarding operation of Tra-sas by sea
transport
2.3.1 Receiving documents from customers
Before the ship arrives, TRASAS receives all documents of the shipment
from the owner including: Receipt of Goods, B / L, Invoice, P / L, Contract, C / O
all are original. If payment is made by TTR, the bill of lading does not need to be
endorsed at the bank. If payment is made by L / C, the bill of lading must be
endorsed at the bank. Based on the document TRASAS track the situation and come
to take the document to receive goods. In this stage, it is necessary to carefully
Receiving
documents
Getting DO
from shipping
company
Filling e-
custom
declaration
Custom
clearance at
port
Transport
imported
goods to
warehouses

13
check the documents are sufficient, the information on the documents are correct
and match each other. The contents to be noted during inspection are: the name of
the importing company, its tax identification number so that when the information
invoice is accurately displayed, besides, it is necessary to pay attention to checking
the goods' name, serial number and weight between documents must be consistent
with each other, avoiding errors that may arise later.
The document department will check documents and track incoming
shipments. Until the receipt of the arrival notice will be transferred to the
forwarding department to proceed to receive the delivery order. At the same time
the document department will transfer the document to the declaration department.
2.3.2 Getting deliveryorders from shipping company
TRASAS staff takes the original shipment receipt and B / L together with a
letter of introduction from the company to the shipping agent for the delivery order
(D / O). In the case of Bill Surrender or Telex Release, only the referral is to receive
the delivery order. If B / L is postpaid, additional charge is required. Also showing
charges paid (prepaid) will only pay the document fee, tracking fees and other fees
if available. Once a D / O has been received, TRASAS prepares a set of documents
to receive the goods. This is a very important step requiring staff to be professional
and careful to declare the customs declaration.
2.3.3 Filling e-custom declaration
The forwarder is responsible for obtaining the delivery order, while the
document department forward the electronic return and arrange a complete package.
These two stitches are usually made in parallel by the two parts of the company's
sales department. In order to prepare for the correct declaration, it is necessary to
pay attention to the request of the customer to translate the details of the goods'
name, size, utility and origin (if the voucher does not show clearly), especially the
goods with chemical name is scientific, or the materials, auxiliary materials.
Freelance translators must check the translation to see if they are correct by looking
up the professional dictionary, ask the experienced seniority ... if there is any place
that does not fit the requirements of customers to check, edit to ensure the correct
code.
The staff conducts the e-customs declaration:
1. Fill import information
- Choose menu System – choose Import/ Export Compny. Close tab.

14
- Choose menu Import/Export declaration – Registing the new importing
declaration, show tab:
Image 2.1 Interface of ECUSS VNACCS software (1)
In tab “General information”:
- Type:
NKD01 – Comercial import: A11
NSX01 – Import raw materials for export production: E31
NGC01– Import processing E21
Beside we can type (…) or press phím F3 to find and choose.
- Importer:
The customs declaration staff shall write down full name, address, telephone
number, serial number fax and tax code of the importer. For example: CHANNEL
SYSTEMS SHANGHAI CO., LTD is a company entrusted TRASAS to provide
import and export services.
- Exporter:

15
The customs declaration staff shall write down full name, address, telephone
number and serial number, faxes and codes (if any) of sellers selling goods abroad
to Vietnamese traders (shown in the goods purchase and sale contract).
- Bill of Lading:
Enter shipping information such as number Bill of lading, means of transport,
port of unloading / loading.
In tab “General information 2”:
( see the image in the next page)

16
- Legal documents: Where you enter the code of legal documents on the
management of goods, specialized inspection related to imported goods, you can
enter up to 05 legal documents for the same declaration.
- Import license: Where goods require import-export permits or specialized
inspection results, the first box you enter in the license code, box 2 enter the license
number or the result. Specialized examination.
- Commercial invoice: You enter information on the invoice number of the
invoice number, issuing date, payment method, invoice value, delivery conditions.
- Declaration of value: Where to set the declaration of value, in this section,
the declarer should note to enter the following items: Code value declaration.
Freight, insurance costs if accompanied by the same adjustments (such as
"packaging costs, commissions ...").
- Tax and Guarantee: Information on tax guarantee and tax payment form of
the customs declarer, depending on each specific case, the person entering into the
information for this item. The declarant should determine the type of tax code, if
there is a tax guarantee voucher, the type of guarantee is guar anteed (there are two

17
forms of "general guarantee" and "separate guarantee for each declaration") and
Entering into full guarantee registration information include: guaranteed bank code,
year of registration, voucher and voucher number.
- Transport information: This section applies to processing enterprises,
exporters, export processing enterprises or priority enterprises, bringing goods into
bonded warehouses declared for transportation attached to declarations. This
information, if entered, must be in one set including: departure date, transshipment
location and date of arrival, if any, destination and date of destination.
On the "Shipping List" tab:
The goods list of the declaration form allows the declarant to make more
choices in data entry. The program provides two input forms (two input interfaces):
import from the list and input line item details according to the full criteria of
system.
( See the image in the next page)

18
- After have entered the information for the declaration, record and select the
business code.
2. Fill inDeclarationInformation (IDA)
- Once you have entered the information for the declaration, you record and
select the business code "2. Declaration of Information Declaration (IDA)" to send
information.
- In case your declaration document has a line number greater than 50, the
declaration will be displayed automatically. These branch declarations are linked to
each other by the first declaration number, branch number and general information
of the declaration such as bill of lading number, invoice number, which helps the
customs declarer and Customs authorities determine that these different branches
belong to the same shipment. The clearance of goods of these branch declarations is
completely independent of the Flow of declarations, the amount of tax, so when you
print the declaration form to get goods, the declarer must print and stamp all other
branch declarations. On the printed version, the number of the branch declaration,

19
the number of the first branch number and the total number of branches of the
consignment are being cleared.
- Detailed information about the row returned by the system in the "List of
goods". Double click or press F4 to see details.
3. Register Declaration(IDC)
- After successfully registering the declaration form and checking the correct
information of the return system, the declarer proceeds to register the declaration
form with the customs office and select the operation code "3. Declaration of
Declaration (IDC)".
- After inspection, the customs declarers detect any inaccurate information that
needs to be revised, the IDB shall return the information display (IDA) to correct
the information. Necessary information and implementation of the work as guided
above.
- Successfully declare the declaration to be included in the clearance of goods.
Enterprise continues to click on “4. Get the results of the flow, customs clearance”.
4. Print the declaration form and other documents
- This part is for reference only, the official print will be received by the
customs officer. Print, seal, sign, sealed and handed to the declarant.
- After receiving the results of confirmation of accepted customs clearance
declaration, the declarer can review and print the printed copies of these messages
by going to the tab "Result of declaration processing".
- The "Print TK" button on the statement will print out the latest message from
Customs, except for messages on fees and charges, tax returns.
5. Declarationand amendment incustoms clearance
- The amendment and / or supplementation in the customs clearance shall be
effected after the registration of declarations arrives before customs clearance. To
implement an additional declaration in customs clearance, the customs declarer uses
the IDD service to retrieve the declaration information (IDA) in the case of initial
declaration of amendment or addition, or the modified declaration (IDA01). ) In the
case of declaration of amendment and / or supplement from the second time on.
- Upon completion of the IDA01 declaration, the customs declarer sends to the
VNACCS system, the system will issue the revised declaration number and respond
to the modified declaration form at the IDE screen, the customs declarer Press the
"send" button at this screen, then complete the registration of the amended
declaration.

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- The number of the revised declaration is the last character of the declaration
form. The number of declarations for amendment and supplementation in the
customs clearance is 9 times, which corresponds to the last character of the
declaration number from 1 to 9; In case of not making additional declaration in
customs clearance, the final character of the declaration number is 0.
- When the customs declarers declare to amend or supplement the
declarations, the declaration may be redistributed or redundant (no green divide).
Customs will receive the declaration and then return the declaration number
and return the result after a few seconds. After obtaining the results TRASAS staff
printed electronic bar code declarations and other regulatory documents bring
customers sign the stamp and take delivery. Complete set of documents are
forwarded to the forwarding department, including:
- 2 original customs declarations (if any)
- 1 letter of recommendation from the customer
- 1 copy of the import contract
- 1 original Commercial Invoice
- 1 original packing slip
- 4 delivery orders
- 1 copy of B / L
- 1 original Certificate of Origin (if applicable).
TRASAS staffs carry documents to the port notified on the delivery order to
receive the goods.
2.3.4 Custom clearance at port
The custom documents will be forwarded to the customs clearance unit at the
port. There are three cases:
- If the goods are 100% foreign invested enterprises, they will be transferred back to
the employee to open the declaration form at 2 Ham Nghi to open the declaration
form. Since the daily investment declaration of the company opened hundreds of
sets, the company assigned a full-time staff at the Customs Department investment
to carry out procedures. After the completed declaration will be transferred to the
forwarder to go to the port and receive the goods (if it is blue, yellow), or carry out
inspection procedures for the goods (if the red thread).
- If the goods are located in industrial parks and export processing zones in Binh
Duong and Dong Nai, they will be transferred to the specialized personnel in charge
of the procedures in Binh Duong and Dong Nai provinces to complete the

21
procedures open declaration. Then the declaration will be transferred to the
forwarding department to carry out procedures for the transfer of goods from the
port in Ho Chi Minh City to the export processing zone or industrial zone.
- If the port in Ho Chi Minh City such as Cat Lai, Vict, ICD, Tan Cang in the
normal business form of Vietnamese enterprises will be opened by a staff in charge
of the whole procedure Declaration, check and delivery to customer warehouse.
Specific steps in port procedures are as follows:
• Step 1: Present and submit the application file
- 2 original electronic customs declarations (if any)
- 1 guest referral
- 1 copy of the import contract
- 1 original Commercial invoice
- 1 original P / L
- 1 copy of B / L
- 1 original C / O
Customs officers check whether the company has a tax liability, if any,
customs return the records and only receive them when no tax arrears. Often, the
results of the flow may indicate that the business has a tax debt or not, so if the
enterprise tax debt must have documents from the explanation that has paid tax
when carrying out procedures, then continue to be cleared. After checking TRASAS
does not owe taxes, staff receive and check the validity of the documents. The
customs officer checks the declaration form on the system and the business bar code
declaration is signed to confirm whether or not a match has been made. What the
customs inspection:
- The contract is valid or not, the content is true on the invoice, C / O...
- Check the name of the ship, the ship, the port of loading, the port of
discharge, the date of departure, the number of the bill of lading, the
container number, the name of the consignee, the consignor and the person to
be notified.
- Description of the goods: name, quantity, weight,...
If valid, the customs officer signs the customs clearance and returns the
declaration form if the declaration is classified in yellow. If the red thread, after
receiving the customs declaration customs staff transferred to the inspection
department to check the actual goods. After the completion of step 1 will go to step
4. If the red flow declaration moves to step 2.
• Step 2: Prepare the goods for actual inspection (if any).

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TRASAS employees hold 3 copies of the remaining D / O to the shipping
agent at the port site to seal the intestinal intestinal tract or intersection (raw cont).
Then bring a delivery order to the port business to transfer container (cont) from the
center yard to the checkpoint for inspection.
When receiving goods are closed with cont will be two cases:
- If the owner wants to bring raw materials to the intestines at his own
warehouse, when the goods are received goods will be submitted to the owner of the
container ship to port representatives. The carrier will record the delivery date and
the method of receiving raw materials behind the delivery order and affix the stamp.
Cargo owners bring orders to order yards to process the goods received, pay lifting
cont. The port will collect the delivery order at the same time handing the coupon to
the owner of the goods, so that the owner of the goods into the container.
- If the owner wants to withdraw the bowel at the port, the shipping
representative of the carrier will write the full date of issue and will write the
method of receiving and withdrawal of the bowel and affix the seal to confirm it.
Cargo owners bring order to the shipping yard's moderation and pay the freight,
freight and freight charges to withdraw goods to the owner. When the bowel
movements are done, the liner yards of the shipping company will collect the
delivery order and issue the delivery note to the owner of the goods. The shipper
takes the means to collect the cargo that has been taken from the container and
brings it back to his warehouse, while the yards will be arranged to transport empty
containers to the empty container yard of the shipping company. All costs are
TRASAS's name, TRASAS's tax code. The remaining delivery order is collated at
the inspection room for inspection.
• Step 3: Check the actual goods (if any)
Customs inspected the goods to see if the authenticity of the goods was
realistic. If the goods can not be identified, the inspection requirements of the
inspection agency (designated by the customs office), then the customs office
requests two samples to be taken to the inspection center, two samples must be
sealed. The lead of the customs and the inquiry letters. If the goods have to inspect
the scene, then the inspection expertise down market inspection. While waiting for
the deed, the owner can make an application for clearance to reduce the cost of
storage, storage to be brought to a separate warehouse. But the merchandise will not
be sold until the inspection center's certificate is available. If it is possible to
identify the actual and after checking the probability of seeing the goods in
accordance with the declaration, the employee comes to inspect the goods together

23
with customs, the carrier and make a written confirmation of the damaged goods or
lost.
• Step 4: Revise the customs file
Vice-captain or captain confirmed as customs procedures, and complicated
customs dossiers then return 1 return for employees to go pickup TRASAS and
customs fees.
• Step 5: Liquidation the port
Hold the same order has collated, go to liquidate the warehouse, liquidate the
warehouse (in the case of retail), liquidate the port. After taking goods out,
TRASAS deliver to company owners and make a record of delivery includes 2
copies: 1 TRASAS kept as evidence has been delivered, the other give company
owners and TRASAS will give bill to the shippers company. The amount of money
on the invoice that the shippers company will pay to TRASAS includes both freight
and import surcharges.
2.3.5 Transport imported goods to warehouses
After the imported goods are cleared, the forwarding section will organize
the means of transport to deliver the goods to the company's warehouse or
storehouse.
2.4 Evaluation
2.4.1 Avantages
The company values of service and customer satisfaction as its mission to
help all employees to realize their goals and always take responsibility for their
work.
During the operation, TRASAS has established a relationship with the
stakeholders, facilitating the delivery of the company's services. For example,
thanks to good relations with many shipping lines, it is possible to negotiate and get
good prices for each line of each company ... Each company is only strong in some
lines so the company is very focused on exploiting the strength of partner on their
best routes. For example, Maersk has very good service to Europe but the price is
mainly FOB, but CIF does not use Maersk but MISC, COSCO, MSC, ITS, etc. The
agents are also searched by TRASAS. And exploit based on their strengths. Due to
the introduction of the partners should be able to ensure the authenticity, not fraud
items. These partners are the basis to ensure the quality of service of the company.
In terms of internal company, TRASAS has also created its strengths as the
basis for improving service quality. The day staff is raised in quantity and quality.

24
Staff training is also given more attention, for employees taking professional level
courses. Even the staff are quite attentive in capturing the customer information.
Each person has his or her own personal record of customer characteristics,
including complete communications including business and personal contacts,
personal characteristics, working style, claim private ... to meet the highest needs of
each customer.
Information technology infrastructure and other facilities are important
conditions to ensure the quality of service. TRASAS has grown up with full
networked computers, desk phones for employees, office equipment is also invested
enough to facilitate the work place smoothly, plus the prestige of Company, ensure
delivery as committed to the right price. If there is an incident, the company also
cooperate to resolve, keep long-term cooperation.
The most obvious result is the large number of loyal customers the company
has built since its inception. After many years they have cooperated with the
company, including long-term contracts.
2.4.2 Disavantages
Departments are still inadequate human resources should lead to often
overlapping, overlapping work, affecting the delivery time and quality of delivery
services. In addition, the human resources of the company, although well qualified,
are not enough to provide a truly quality service. Basic knowledge everyone is
equipped, but going into details or specific situations are facing many obstacles
(such as encountering types of goods never done). Some other areas are not as sure
as the provisions of the law, international law, shipping, banking, finance, insurance
... limited counseling ability; Marketing skills, sales ... This is also what the
customer still feel unsatisfied and many urgent when all the problems are related to
people.
The recruitment and training of the company is not planned in detail for each
period but is passive. The training of knowledge for employees, although there are
also investment, but when the new course to consider registration for employees to
participate.
Limitations on warehouse systems: TRASAS has not paid due attention to
building its own warehouse system.
The network is not stable, or network errors disrupt the information to the
outside. Many old office equipment and machinery, or breakdowns, are time
consuming and costly, and the work is stagnant for the company as a whole.

25
CHAPTER 3: RECOMMENDATIONS AND SOLUTIONS
FOR THE PROCESS AND THE COMPANY
3.1 SWOT analysis
- Strenght
TRASAS with a team of qualified staff, experienced in carrying out the
procedures of fast delivery and delivery, brought to the company many large
customers, has satisfied the most demanding customers in the market. Logistics
school. It is they who are the main factor in building a reputation for a strong and
stable TRASAS like today. In order to obtain such precious human resources,
TRASAS has applied the scientific human resource management method with t he
appropriate compensation mechanism, encouraging the spirit of voluntary work, for
the mutual benefit of each employee. This is also the advantage of TRASAS-
superior human resources are able to serve customers with the best results.
In addition, the Board also contributed important, always have the right
direction and decision, timely help the company escape the most severe difficulties.
The diversified foreign policy, reasonable price is also one of the strengths of
TRASAS to attract customers.
- Weakness
The organizational structure of the company is not complicated, easy to
manage but the quantity of the staff of the forwarding department is not enough to
meet the demand in the market, especially at times when the source of goods
increases rapidly, customers have The demand for import and export much.
Moreover, the inadequate human factor will hinder the company from expanding its
future operations.
In terms of marketing, the company lacks such human resources to find more
customers, keep track of customers for their satisfaction and dissatisfaction with the
company's forwarding services, as well as to find out. The situation of the
competitors to not be updated in time.
In addition, TRASAS uses a number of expenses such as shipping costs, container
lifts, storage charges, and other expenses. A lot of means of transport are sometimes
hired, so it also affects the work.

26
Especially, TRASAS has not set up a bonded warehouse to hold the goods,
as the need to clear the goods for export or export when customers have orders,
TRASAS will be more active in arranging. Warehouse and create prestige with
customers.
- Opportunity
Import and export activities have shown signs of bustling back after the
economic crisis has accelerated the circulation of goods trading with other
countries.
The following factors also contribute to boosting the export development,
leading to the advantages and good development trend for the company's
forwarding services:
+ The opening policy of the economy of the Party and the State t has been
confirmed in practice and began to promote strong effects.
+ Vietnam and the EU signed a comprehensive co-operation agreement.
+ Vietnam is trying to re-establish trade relations with its key markets:
Russia, Eastern Europe.
The demand for importing machinery, equipment and raw materials for
domestic industrialization and agriculture is huge.
Companies affected by the crisis in recent years have begun to recover,
promising a resurgence of trading activity among Asian nations.
-Threaten
Vietnam logistics industry has existed so far with many ups and downs, with
strong growth in quality and quantity. However, there are still a lot of headaches for
true freight forwarders and those who are anxious about the existence and
development of the forwarding industry in Vietnam. In which the dissipation, non-
weak in macro-level management leading to unhealthy war situation in the market
is the most urgent problem. Unfair competition leads to low rates, poor service
quality.
Another situation is that many foreign forwarding companies or
representative offices hide some illegal local businesses and logistics services
causing much damage to domestic service organizations. In general and TRASAS
in particular.
3.2 Trend of development in goods delivery services in Vietnam:
Figure 3.1 Import and Export Turnover and Trade Balance for 2014 – 2016
( see the figure in the next page)

27
Vietnam’s export is difficult to grow due to the drop of global commodities’
price as well as the decreasing demand in Europe – the major export market of
Vietnam. Vietnam’s trade balance has not been improved significantly during the
first 6 months of 2016. According to Vietnam Industry Research and Consultant
Jsc. (VIRAC), in the first haft of 2016, the total import and export turnover reached
US$162,804 million, increasing 2.3% compared to the same period of 2015. In
particular, export reached US$82,041 million, up 5.7% and import reached
US$80,763 million, decreasing 1.02% over the same period. After 2 years of trade
deficit, this was the first time export turnover surpassed import, even though the
difference was not considerable.
Figure 3.2 FDI contribution to exports and imports
In the second haft of 2016, Vietnam’s export and import turnover is expected
to increase, however the trade balance will continue to deficit. The participation of

28
Vietnam in AEC and series of free trade agreements, along with the rising of FDI
capital will create favorable conditions for the export growth. However, the drop of
commodities’prices and decreasing demand in Europe may slow down the
development of export turnover.However, this trend was forecasted not to last long,
as after 3 months of trade suplus, since the second quarter of 2016, the trade balance
has started showing signs of reversal. According to figures from VIRAC, if in the
first 3 months, trade suplus was US$1,198 million, in the second quarter, it merely
reached US$80 million, making the trade balance roughly in equilibrium.
Thanks to strong export activities of FDI enterprises, trade suplus is currently
US$1.5 billion. However, in the last 6 months of 2016, trade balance is expected to
slightly turn to deficit due to the rising demand for imported materials and
equipments to cater the infrastructure construction. WB forecasted the import
volume of Vietnam would grow at 6.3% in average in the period 2016 – 2018 due to
the rising demand of foreign investments, production development and solid labor
market. Besides, the unfavourable weather conditions would also affect the
agricultural export of Vietnam. According to the WB, rice export will drop 10%, to
less than 6 million tons – the lowest level within 8 years; coffee export may
decrease 25% to 1 million tons – the lowest level within 10 years.
The Vietnam Macroeconomic Report Q3/2016 elaborated by VIRAC draws
an all-around picture about the macroeconomic situation of Vietnam in the first half
of 2016, including the current data and forecast about the trade balance of Vietnam.
The report discusses the overall scenario, analyze the major elements in the
economy including: production – consumption, import – export, investment
channels, monetary and fiscal policies along with the banking system. The
indicators reflecting the economic situation such as GDP, CPI are also analyzed in
details in the report. In addition, the report also clarify some risks that the economy
may face with in the coming time, and gives the forecast in the near future.
3.3 Solutions to improve the quality of deliveryservices inTRASAS:
3.3.1 Improve the level of the CEO, participants in the process
Human is the direct factor that creates and decides the quality of service.
Although the scale is still small, there is no human resources department but
TRASAS considers human resources to be a very valuable resource and a driving
force for development. In order to improve the quality of delivery services, the
quality of the company's personnel must be enhanced with the following measures.

29
First, add a human resource department to take on the task of recruiting and
training staff more professionally:
- Carry out self-training, supplement knowledge to the voucher department
or send staff to participate in training programs of the Vietnam Freight Forwarders
Association - VIFFA to improve the knowledge, the freight forwarder, including the
delivery process, the necessary documentary procedures; Find out the optimal mode
of delivery and delivery; The knowledge and skills related to multimodal transport
and inter-carrier transport require the designer to know the design of the
interchanges for door to door goods, and to address the transition between modes of
transport. And cargo documents related to the shipment process; Basic knowledge
about international payment, credit, types of documents, time limits; Terms of
insurance based on contract terms, nature of goods, nature of packaging and method
of loading, type of transport; Especially import-export laws, regulations on
domestic and international customs such as tariff policy, non-tariff policy, domestic
trade protection policy ...
- At the same time to add knowledge of freight forwarding to the freight
forwarding team.
In addition to equipping staff with job-related knowledge, other soft skills
are extremely important in serving clients. That is the selling technique that is most
important is the sensitivity, flexibility; Communication skills, persuading people to
listen but still ensure the honesty and professional ability; Capture the psychology,
desire, personal preferences of customers as well as the needs of the job.
- After the training, the company should evaluate the training result in a
scientific and serious manner, evaluate the progress of the staff based on the quality
and efficiency of work.
Secondly, at present, the company only meets twice a month between the
Director and the Managers, without the participation of company staff. The
company should hold regular meetings once a month with full participation of
employees to conduct self-assessment, self-criticism, and encourage employees to
be more active in their work, encourage employees to express their ideas.
Third, the company needs to have reasonable incentive policies, motivation
to work for company employees:
- Motivation can be from salaries, bonuses, social benefits, working
conditions, the ability to advance ... The company should build the payroll for each
room, People work harder even though the company is already planning wages,
commissions and salary increases.

30
- Each quarter has rewarding rewards for high achieving employees.
To set up a trade union organization to pay close attention to the lives of
employees, to ensure their interests, to organize annual trips and holiday trips
during the Lunar New Year. ..
- Add to company to apply the 5I policy to motivate employees:
• Investing work: Job rotation to keep employees from getting boring and
going out to find work.
• Information: Employees need to know the information about the job, the
work's performance, their superiors' ratings, compliments and timely reprimand.
• Involvement: Encourage the co-worker to work with the company to solve
the problem.
• Independence: Allows the employee to work independently, limited to the
front desk staff.
• Increased visibility: giving employees the opportunity to show, learn from
each other, and share experience in the workplace, not to confuse the idea. Create a
work environment that is impartial, comfortable and fair to each other, not to
jealousy, envy latent.
All of these measures will work:
- Improve the staff of the company due to human resources training staff,
staff of the company has strong expertise, good skills, motivation to complete the
task assigned. Delivery procedures are fast and accurate, meet the requirements of
customers, increase the confidence of customers in the knowledge and skills of
employees of the company.
- The basis from which to develop more appropriate and practical training
policies.
- Helps the department to grasp the business situation of each other, suggest
the work of supporting each other to develop.
- Employees are given a voice in front of the team to help them feel their role
in quality assurance.
3.3.2 Invest ininfrastructure, machinery, equipment
As mentioned in the previous sections, TRASAS has paid great attention to
the upgrading of facilities, equipment and technology. However, in the near future,
the company needs to have solutions to ensure the company operates in the best
conditions of facilities, create the most favorable working environment for

31
employees, create good image. In the heart of customers when dealing with a
professional company, good corporate image, full equipment. The following is a
measure to improve the infrastructure:
Firstly invest more on the website:
- Regularly update the status of activities and services on the company's website.
- There is a professional website management team, promoting the company image
online.
- Website not only introduce yourself, about your service but also have the utilities
that customers need such as Track and Trace tools (tracking orders), schedules, E-
booking, tracking Voucher ...
Second, additional staff in charge of machinery equipment:
- Add an IT staff or outsource at a reliable address, ensuring fast and effective
computer troubles.
- Install Teamview software so your repair staff can fix the computer without going
directly to the company.
Besides, there is an additional printer repair worker, copy copier.
Third, improve the quality of storage - yards:
- To invest in additional equipment for the warehouse such as: 5 additional tractors,
2 forklifts and 3 loading and unloading vehicles. According to the market survey,
the company can buy the most popular used tractor models of America such as
Detroit or Caterpillar because the advantages of this car compared with the Korean
car, Japan is strong, durable. But more fuel economy, more economical. Also
Korean cars, Japan suitable for places with bad terrain, muddy because of roaring,
heavy body tweezers.
Improved warehouse management system in the warehouse in a scientific way such
as checking bar codes, closing pallets, sorting, counting and packing goods.
Container, warehouse coordination.
All of these measures will work:
- Ensure continuous work, saving time, effort and money for the company.
- Many customers know more about the company, increase the sympathy as well as
the belief of the customer that this is really a professional company, updated
business situation, clear, focus on investment promotion picture. Saving time and
money for finding business customers, customers can track their orders at home.
- Create flexibility, initiative in the process of transport as well as compete with
service providers with better service.

32
- The delivery and delivery professional, fast, good preservation of goods, increase
prestige for the company, create satisfaction for customers.
3.3.3 Application of information systems
TRASAS has also applied information in the process of providing its
forwarding services such as installing the intranet system. In order to further
improve service quality, TRASAS needs to upgrade its information system by:
- Use of electronic data interchange (EDI) to connect information internally
with the outside. This system allows the exchange of information and data from the
computer through the computers of the system components. A solution that enables
secure electronic communications, including billing information between buyer and
seller through separate data networks via cloud EDI. In addition, EDI helps the
company implement logistics management functions, manage orders, inventory and
warehousing. As the Internet becomes more and more indispensable to businesses,
it is easier to implement EDI. Although EDI invests quite costly, it is very
convenient and highly secure and useful for the company's large customers by
optimizing the process of operation, providing fast, efficient and efficient. Accurate
information.
-Use Esys Vehicle Management System developed by ELCOM Corp to
manage transportation vehicles and warehouses.
3.3.4 Improve customer services
Customer care is always a necessary requirement in the business of any
business. For customers, a good service when the service of staff is good. As stated,
TRASAS is also very focused on customer service as a means to improve the
quality of service. However, more attention should be paid because customers will
be absolutely satisfied when they meet a person who is well-versed in many areas of
expertise and issues in life and understands their needs. It is these things that will
create confidence and satisfaction in them, help them peace of mind the quality of
services of the company to continue to deal with the company more orders.
The company needs to define customer service standards as follows:
-For a staff member to contact with the right customer: smiling,
approachable, polite, quick response, willing to help and discuss with customers.
After receiving the information of customers need to respond politely, professional,
willing to consult - answer questions, if not immediately answer the questions of
customers, employees need to re-appointment. The goods will be returned as soon

33
as possible, and they must adhere to the strict rules of customer care to ensure that
the customer is satisfied with the service the company provides.
-In case the customer complains and needs to be treated according to the first
criteria, he or she must focus on the customer's speech, followed by sympathy with
the customer's emotions, apologizing to relieve stress and finally proposing
solutions. Coordinate with related departments to resolve most satisfactorily.
-The requirement for a customer contact must demonstrate professional.The
appearance has to be clean and neat, the suit looks good with confident and
dependable, polite manner, always carry the manual and necessary sales tools.
3.4 Recommendation to state agencies:
3.4.1 Improve the infrastructure
Complete the construction of transport infrastructure (sea, air, road, rail
way). At present, import-export transportation in our country is mainly by sea so the
investment in infrastructure for shipping to develop freight forwarding services is an
indispensable, the immediate task is to promote Encourage investment in building
container ports, deep water ports. In addition, the development of the Inland
Clearance Depot (ICD) system to facilitate multimodal transport development is
also one of the requirements that are required to be supported by the State.
Not only the development of sea transport but also the expansion of inland
transportation routes such as river, road, rail, airfreight so that the transportation,
delivery more convenient, shorten the time.
3.4.2 Simplify the declaration procedure
Complex procedures are one of the main reasons that affect the delivery and
delivery time of the business and indirectly affect the quality of services provided
by the company. Although, Customs procedures have partly applied modern
information technology to help enterprises to open more convenient, shorten the
time but the status of the hidden costs to solve problems and attitudes. Making it
difficult for businesses to survive. The transparency and simplification of
administrative procedures is imperative when Vietnam is increasingly integrating
into the world.
3.4.3 Training person in logistics
The logistics industry as a whole, as well as logistics service providers in
particular, is lacking a professional team of logisitics professionally trainings.

34
In this field, students can learn a little bit about Logistics, Foreign Trade and
the main content of shipping and forwarding. Therefore, to build a professional
logistics industry, the work of building a professional staff is decisive. More
domestic and foreign logistics training fairs should be organized through
organizations such as the Economic and Social Commission for Asia and the Pacific
(ESCAP)
Asia (AFFA), Federation of International Freight Forwarders Association (FIATA).
CONCLUSION
Through the topic “Analysis Process of Importing in Forwarding Operation
of TRA-SAS by Sea Transport”, I would like to summarize three main contents as
follows:
-The emergence of more and more experienced foreign firms in the
forwarding industry is a challenge as well as an impetus for domestic firms in
general and the Transportation and Service Joint Stock Company Maritime
(TRASAS) in particular strives further to improve the quality of service, using
service quality as an effective competitive tool. Since then, it forms the basis for
solid development, firmly stepping up to meet the requirements in the process of
economic integration in the region and the world.
-TRASAS Shipping and Service Joint Stock Company (TRASAS) is
gradually improving the quality of its services, gradually affirming the brand name
of a reputable and efficient trading company. The quality of importing and
delivering services provided by the company is quite good in terms of time of goods
delivery, safety of goods, service and customer size. In addition, due to capital
constraints; Infrastructure, machinery, equipment that the quality of warehouse and
company has not yet met the demand and also outsourced.
-Based on all evaluations of the quality of import and export ser vices of the
company, has introduced solutions such as raising the level of the organizer,
participate in the process; Investment in infrastructure, machinery, equipment;
Application of information systems; Improve customer service to improve service
quality. Along with that is some recommendations to the Government to improve
the business environment, providing the basis for the development of the logistics
industry in the integration period.
Due to the limited time and experience, plus the evaluation based on personal
observations during the practice at the company so it cant not not be able to avoid
certain shortcomings to cover the whole realistic of the company. I look forward to

35
receiving the comments and supplements of all teacher, staffs in TRASAS
Company.
Thank you very much
REFERENCES
 Website
TRASAS Company: www.trasas.com.vn
General Department of Vietnam Customs: www.customs.gov.vn/default.aspx
Government e-newspaper: http://baodientu.chinhphu.vn
Website Export and Import Vietnam: www.xuatnhapkhauvietnam.com
Viet Ship - Vietnam Freight Forwarding and Transport Forum: www.vietship.vn
Vietnam Express News: www.vnexpress.net
Vietnam Economic Times: www.vneconomy.com.vn
 TRASAS original document
Report on TRASAS business results for the period 2014 - 2016
Practical guidance and advanced document delivery and export
Data on delivery rates, equipment, facilities, customers, competitors
The provisions of the functions, duties of each department

36
APPENDIX – DOCUMENTS USING IN IMPORTING
TRANSPORT

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