- MINISTRY OF TRANSPORTATION MINISTRY OF EDUCATION & TRAINING VIETNAM MARITIME UNIVERSITY STUDENT NAME: LA THI MINH DUYEN DISSERTATION GLOBAL STUDIES AND MARITIME AFFAIRS RECOMMENDATIONS TO IMPROVE THE FREIGHT FORWARDING SERVICES FOR IMPORTING FCL CARGOES AT DONG TAI GLOBAL LOGISTICS AND TRADING CO.,LTD HAI PHONG – 2015 MINISTRY OF TRANSPORTATION MINISTRY OF EDUCATION & TRAINING VIETNAM MARITIME UNIVERSITY STUDENT NAME: LA THI MINH DUYEN CLASS: GMA02 DISSERTATION GLOBAL STUDIES AND MARITIME AFFAIRS RECOMMENDATIONS TO IMPROVE THE FREIGHT FORWARDING SERVICES FOR IMPORTING FCL CARGOES AT DONG TAI GLOBAL LOGISTICS AND TRADING CO.,LTD Supervisor: Doan Trong Hieu Division: Economics of International Trade Faculty: Economics HAI PHONG – 2015 Recommendations to improve the freight forwarding service for importing FCL cargoes at Dong Tai Global Logistics and Trading Co.,Ltd PREFACE This Dissertation is a description of my 2-month- internship which occur in September and October in 2015 During months, I have chance to witness the real work of a logistic company named Dong Tai Logistics and Trading Co.,Ltd My topic “Recommendations to improve freight forwarding service for importing FCL cargoes at Dong Tai Global Logistics and Trading Co.,Ltd” is really useful for me because it helps me to enhance my knowledge about freight forwarding service in general and importing service for FCL cargoes in particular Further, this is an opportunity for me to take part in professional working condition In Global Studies and Maritime Affairs curriculum, the students are supposed to study International Logistics subject which is closely related to this topic, therefore, this knowledge in practices is extremely important to monitor the topic This dissertation includes three chapters: • Chapter 1: LITERATURE REVIEW OF FREIGHT FORWARDING SERVICE • Chapter 2: THE CURRENT STATUS OF FREIGHT FORWARDING SERVICES FOR IMPORTING FCL CARGOES AT DONG TAI LOGISTICS AND TRADING CO.,LTD • Chapter 3: RECOMMENDATIONS TO IMPROVE THE EFFICIENCY OF THE FREIGHT FORWARDING SERVICES FOR IMPORTING FCL CARGOES AT DONG TAI GLOBAL TRADING COM.,LTD I declare that this report is my own unaided work It has not been submitted before If violated, I am solely responsible for and bear the punishments of the Institution and University Student Name and Signature La Thi Minh Duyen i Recommendations to improve the freight forwarding service for importing FCL cargoes at Dong Tai Global Logistics and Trading Co.,Ltd ACKNOWLEGEMENT Firstly, I would like to thank all lecturers at VietNam Maritime University for teaching me during the time I study at university Secondly, I would like to express my sincere gratitude to my advisor M.S Doan Trong Hieu for the continuous support of my dissertation and related research, for his patience, motivation, and immense knowledge His guidance helped me in all the time of research and writing of this thesis I could not have imagined having a better advisor and mentor for my study Thirdly, I deeply thank Director - Mr Do Viet Thanh and the help of all staffs in Dong Tai Global Logistics and Trading Co., Ltd who have created best conditions for me to complete this topic Above all, I thank my family and friends for all the encouragements they gave to me during this study Special thanks to all respondents for giving me answers to my questionnaires and to those who gave extra supports in making my work have a better quality ii Recommendations to improve the freight forwarding service for importing FCL cargoes at Dong Tai Global Logistics and Trading Co.,Ltd TABLE OF CONTENTS Bibliography .58 iii Recommendations to improve the freight forwarding service for importing FCL cargoes at Dong Tai Global Logistics and Trading Co.,Ltd LIST OF ABBREVIATIONS ABBREVIATIONS Meaning FIATA International Federation of Freight Forwarders Associations INCOTERMS International Commercial Terms LCL Less Container Load FCL Full Container Load B/L Bill of Lading CO Certificate of Origin D/O Delivery Order NVOCC Non-Vessel Operating Common Carrier VNACCS Vietnam Automated Cargo Clearance System CFS Container Freight Station TEU Twenty Equivalent Unit EIR Equipment Interchange Receipt iv Recommendations to improve the freight forwarding service for importing FCL cargoes at Dong Tai Global Logistics and Trading Co.,Ltd LIST OF TABLES Table 1: Factors Of Rater Model – Service Quality Dimensions 13 Table 2: Quantity and Qualification Of Officers In Dong Tai Global 24 Table 3: Business Result Of Dong Tai Global Logistics From 2010 To 2014 27 Table 4: Dividing Work Tasks Of Dong Tai Global Staffs In FCL Import Shipment 41 Table 5: Price Quotes To Customer With Minimum Profit Of FCL Shipment And Inland Service Of Dong Tai Global .45 Table 6: Summary Of Strengths And Weaknesses Of Freight Forwarding Service For Importing FCL Cargoes At Dong Tai Global Based On Dimensions .47 Table 7: Estimated Time For Each Step Of Recommended Process 49 v Recommendations to improve the freight forwarding service for importing FCL cargoes at Dong Tai Global Logistics and Trading Co.,Ltd LIST OF FIGURES Figure 1: Relationship Among Freight Forwarder With Other Parties Figure 2: Organizational Structure of Dong Tai Global ( Source: Dong Tai Global Human Resources Department) 18 Figure 3: Revenue, Cost And Profit Before Tax Of Dong Tai Global 28 Figure 4: Sales Process At Dong Tai Global 28 Figure 5: Detailed Forwarding Order Of Steps For Importing FCL Cargoes 32 Figure 6: Customer Satisfaction Toward Import Forwarding Service For Fcl Shipment At Dong Tai Global (On Scale From To 5) 38 Figure 7: Clients Satisfaction Level Toward Reliability’s Criteria 39 Figure 8: Clients Satisfaction Level Toward Tangibles’ Criteria .42 Figure 9: Clients Satisfaction Level Toward Empathy’s Criteria .43 Figure 10: Criteria For Selecting Freight Forwarder Service Supplier 45 vi Recommendations to improve the freight forwarding service for importing FCL cargoes at Dong Tai Global Logistics and Trading Co.,Ltd INTRODUCTION In the process of integration with other countries from every corner of the world, associated with their impact of globalization process and trade liberalization, Ocean Shipping industry has achieved strong development both in quality and scale Therefore, freight forwarding has played an important role in expanding trade by obtaining efficient and economic modes of transport It creates flavor conditions to ensure that both export and products may timely reach final destinations and helps to transport goods efficiently from sellers to the end consumers This national industry is young in Vietnam, but it has contributed to the improvement of the country’s payment balance by assisting promotion related to export and giving support to the Carriers& Insurers Being aware of this high demand of market, Dong Tai global logistics and trading Co., Ltd was established and operated in the field ofglobal freight and transportation services To develop company in long term, Dong Tai global logistics and trading Co., Ltd has raised consensus towards young employee, especially, employees who graduated from university Besides, Dong Tai global logitics and trading Co., Ltd has provided conditions to help students have a successful internship and chances to work in the real environment Every year, Vietnam Maritime University gives student conditions to internship in enterprises Students have opportunities to apply the knowledge of major which was taught at university During my internship in Dong Tai global logistics and trading Co.,Ltd - an enterprise providing full array of global freight and transportation services, in which its working style and environment is suitable with my trained major I have opportunities to learn about not only real freight forwarding modal but also discipline in the workplace In this dissertation, I would like to present the freight forwarding services for importing FCL cargoes, focusing on transportation activities through sea freight and inland trucking From analyzing the strengths and weaknesses of Dong Tai Co., Ltd, some recommendations are proposed to improve freight forwarding service for imported FCL cargoes in Dong Tai Co., Ltd DISSERTATION METHODOLOGY Method of data analysis: The dissertation is composed based on the real process collected information of handling paperwork of freight forwarding services of FCL cargoes being implemented by Dong Tai staff There are main sources of Recommendations to improve the freight forwarding service for importing FCL cargoes at Dong Tai Global Logistics and Trading Co.,Ltd data aggregated: from customer surveys and data provided by the company to identify current status, analyze and assess the quality of import FCL cargoes forwarding services of the company Statistical methods are also applied to given statistics in this dissertation The data is collected including revenues, expenses, profits, salaries from accounting department of Dong Tai Global Logical methods point out various dimension and criteria to assess FCL import forwarding performance at Dong Tai Global Observation method is applied during my 2-month-internship period, giving statistics on the number of FCL importing shipments being delayed DISSERTATION SCOPE The dissertation is implemented so as to analysis and evaluate current status of importing FCL cargoes at Dong Tai Global The dissertation concentrates on service quality based on customer feedback, detail steps of sales and freight forwarding process for understanding the real activities Additionally, this Dissertation also gives some recommendations to improve the efficiency of FCL import forwarding service TIME DURATION The dissertation’s statistics, survey results and clients’ comments are collected within month During this period, I had chance to work, study and gain actual knowledge, experience to complete this dissertation RESEARCH RESULT This dissertation aims to demonstrate freight forwarding service for importing FCL cargoes of Dong Tai Global This dissertation provides an analysis of advantages and disadvantages of the import freight forwarding service based on dimensions then some recommendations are given based on those point Recommendations to improve the freight forwarding service for importing FCL cargoes at Dong Tai Global Logistics and Trading Co.,Ltd of efficiency There are several respondents saying that they not get much information through Dong Tai staffs For example, giving advice to customers about optimal mode of transport, documentation procedures required for importing FCL cargoes, responsibilities of parties involved in the Incoterms, notice about import regulations from partner country The majority customers of Dong Tai Global are acquaintances, only use one or a few single freight forwarding service Customers often subsidize service and use external parties to provide services for them The main reason for that common phenomenon is marketing activities of company are not properly invested, accompanied with the lack of specialization in freight forwarding service Finding new customers and taking care existing clients is also one of the weak points of the company Up to now, Dong Tai Global still does not establish Marketing Department with staffs specialized on sales, marketing or customer service Officers from other departments regularly in charge of marketing and customer care 2.3.5 Responsiveness This is one of the critical factors that make up good quality of a service It proves the quality of service after offering to customer That is the ability to deal with customer complaints quickly and the willingness to meet the expectations of customers Importing business in international trade takes place in many stages, its process contains a lot of procedures and risk Therefore the company must resolve many issues Since the cargoes are loaded onboard at export point until unloaded at import destination, customers always want updates actual situation of their shipment, progress, about the status of quality, the procedures need to be resolved, other concerns However, as concerned before, customers cannot track ship voyage and cargo condition once cargoes loaded onboard They are only informed when the goods arrive at destination port The good point is Dong Tai always timely feedback arising issues Customers agree that they receive timely response, donot-disclaim-liability attitude from Dong Tai staff and their level of satisfaction based on the results feedback is “normal" - 3,08 points (with specific average score for Willingness to help is 3,06 and Complaint handling is 2,78) 2.3.6 Price 44 Recommendations to improve the freight forwarding service for importing FCL cargoes at Dong Tai Global Logistics and Trading Co.,Ltd Service is invisible product which is difficult to assess Price is one of the factors that affect customer satisfaction of the service they receive Clients tend to demand good service quality but with reasonable rates Therefore, assessing the quality of service cannot ignore this vital factor According to the research results carried out by Research Division of Company SCM in 2008, there are main criteria that clients would consider when select freight forwarding service providers, ranked on scale to according to degree of importance with being less important and is the most important factor Noticeably, quality of service and price rank 1st and 2nd place respectively Figure 10: Criteria For Selecting Freight Forwarder Service Supplier Source: Research Division, Company SCM,2008 Clients feedback agree that Dong Tai offer reasonable rates with average fairly score 3,08 Dong Tai have the advantage of well understanding the market, a good relationship with transportation companies, therefore, Dong Tai can offer reasonable rates to customers On the other hand, the transportation companies generally consider Dong Tai as an agent, leading to special priority in terms of price The difference in price when buying and selling service is the source of Dong Tai profits Moreover, the organizational structure of the company is quite simple, contributing a large part to reduce cost and offer reasonable price Table 5: Price Quotes To Customer With Minimum Profit Of FCL Shipment And Inland Service Of Dong Tai Global Service 45 Recommendations to improve the freight forwarding service for importing FCL cargoes at Dong Tai Global Logistics and Trading Co.,Ltd Main Routes FCL shipment Korea China Europe US Min Profit (Dollar) $20/20 $25/50 $100/120 $100/120 Inland Service Inland trucking (per trip) Customs declaration ( per form) Quarantine (per shipment) Fumigation (per shipment) CO (per CO) Stuffing / Unstuffing (per cont) Min Profit (VND) 400.000 200.000 200.000 200.000 200.000 200.000 Source: Sales Department – Dong Tai Global 2.3.7 General assessment of freight forwarding service for importing FCL cargoes at Dong Tai Global In general, clients rates the service for importing FCL cargoes at Dong Tai Global 3,33 out of total 5, an upper-medium score Below is the table summarizing presented strengths and weaknesses of freight forwarding service for importing FCL cargoes at Dong Tai Global 46 Recommendations to improve the freight forwarding service for importing FCL cargoes at Dong Tai Global Logistics and Trading Co.,Ltd Table 6: Summary Of Strengths And Weaknesses Of Freight Forwarding Service For Importing FCL Cargoes At Dong Tai Global Based On Dimensions Dimension Reliability Strengths Dong Tai Global always supervise its employees and contacts partners regularly to help the company control the quality of goods Leaders and managers of Dong Tai have many years experienced Assurance Majority of officers in the company have bachelor degree with major related to working fields such as logistics, maritime economic, foreign trade economic… In FCL importing process, there is clearly division of work tasks among Dong Tai’s staffs Weaknesses Dong Tai Global does not create a standard process for importing FCL cargoes which is documented, leading to lengthen delivery time of goods The network of forwarding agents around the world has not been invested and expanded, mainly concentrates in narrow and familiar markets, mostly in Asia Dong Tai operators mainly graduated with degree not related to working field Outsourced workforce including security guards and stevedore workers are low qualified and lack of skill Infrastructure & equipment serving freight forwarding service in general is limited and not up-to-date Application of information technology in import forwarding service has not been properly invested Order is via traditional way, such as phone, fax or mail, without utilizing online booking or documentation execution system Dong Tai Global does not establish Marketing Department with staffs specialized on sales, marketing or customer service Tangibles Empathy Clients not get much information through staffs Lack of investing in finding new customers and taking care existing clients Responsiveness Price Timely feedback arising issues Customers receive timely response, don’t-disclaimliability attitude from Dong Tai staff Dong Tai has the advantage of well understanding the market, a good relationship with transportation companies => Dong Tai can offer reasonable rates to customers 47 Recommendations to improve the freight forwarding service for importing FCL cargoes at Dong Tai Global Logistics and Trading Co.,Ltd CHAPTER 3: RECOMMENDATIONS TO IMPROVE THE EFFICIENCY OF THE FREIGHT FORWARDING SERVICES FOR IMPORTING FCL CARGOES AT DONG TAI GLOBAL TRADING COM.,LTD 3.1 Create a standard and detail process for importing FCL freight forwarding service A good quality service is considered as satisfying all the needs of customers In the freight forwarding service, the criteria for evaluating the quality is the trust of customer to have the goods transported safely and arrived at final destination on time In order to achieve that, first and foremost, import freight forwarding activities of the company need to meet fundamental requirements: providing fast, efficient, accurate, safe service with most competitive price as possible In doing so, the company should themselves build some quantitative assessment criteria such as the time is done properly, as well as qualitative indicators to keep track with service performance and evaluate customer satisfaction But first, company need to create a standard process for freight forwarding activities in general and for importing FCL cargoes in particular as a framework for all employees to follow instead based on experience before 3.1.1 Adding step for “Checking documents received from importer” In order to lessen actual time required to complete each step, I recommend that Dong Tai Global should add a minor step in Prepare Documents – not only receiving but also checking documents from importer side This action may extend the time added to Prepare Documents up to one or two hours but finally, the total benefit it may bring back is considerable This minor step can lessen delay time in Customs Clearance if there is any error from Prepare Documents 3.1.2 Adding “Arrange Transportation Agencies” after “Prepare Documents” step I recommend that Dong Tai Global should add “Arrange Transportation Agencies” right after “Prepare Documents” step The sooner trucking plan is made, the lessen time for transporting Delay time in this step would be under control and eliminated Below is the recommended time table with total estimated time is 56 hours if two minor steps is added 48 Recommendations to improve the freight forwarding service for importing FCL cargoes at Dong Tai Global Logistics and Trading Co.,Ltd Table 7: Estimated Time For Each Step Of Recommended Process Step Estimate consumed time ( hrs ) Prepare and check document Arrange transportation agency 0.5 Take D/O 1.5 Get Customs Inspection 16 Customs Clearance Get EIR Transporting goods to customers 24 Take back empty container borrow receipt and finalize accounting 3.1.3 Adding “Complete daily report” step into the forwarding process After a work shift, I recommend each staff of Dong Tai Global has to fill in this Daily Report about their work of a day, including specific information related to: Name of staff, Time, Name of forwarding activities, Purpose, Result, Note… By this way, the company can control the efficiency as well as the problems arising daily for timely settlement plans Below is my complete recommend detailed process for importing FCL cargoes: Miss or Error 49 Recommendations to improve the freight forwarding service for importing FCL cargoes at Dong Tai Global Logistics and Trading Co.,Ltd Check Receive documents from exporter’s forwarder Arrange Transportation Agency Receive documents from importer (clients) Prepare Document Take Delivery Order Register Health and Sanitary or Physical Inspection in Customs Department Register Inspection in Port Error Checking Custom Clearance Get EIR Deliver cargoes to clients’ warehouse and track transporting Return empty container to deport Take back empty container borrow receipt and finish accounting Fill in Daily Report Form Figure 11: Completed Recommend Import Forwarding Process For FCL Shipments 50 Recommendations to improve the freight forwarding service for importing FCL cargoes at Dong Tai Global Logistics and Trading Co.,Ltd 3.2 Improving quality of facilities and the application of information technology 3.2.1 Ensuring basic requirements in warehouse system To make recommendations in term of infrastructure and facilities needs specific consideration about the company's capital However, for this kind of import FCL freight forwarding service, quality is sometimes reflected in the attention to the smallest details For example, for goods imposed strict technical requirements in transportation, loading or unloading, packaging, preservation, Dong Tai Global should invest more in special equipment Operator not only have to understand the characteristics of goods, standard of warehouse or road condition but also need to directly supply concrete guidance and pay more effort to the process In term of warehousing systems, company needs to ensure the basic requirements such as antimold, convenience for transportation, ensure hygiene, and equip fire prevention systems 3.2.2 Applying information technology in freight forwarding activities First and foremost, in order to apply new information technology for freight forwarding in general and for importing FCL in particular, Dong Tai Global should invest more in office facilities and equipment for staff After that, Dong Tai Global should also pay attention in software which is consistent with current condition of Vietnam in forwarding service In these days, the utility of using internet in forwarding activities poses great influence on company performance Therefore, investing to utilize company's website in the most effective way is one of the task for company to perform as soon as possible because it is not out of the reach, it is because of lacking strategic investment Company's website should provide more utilities such as track and trace, ship schedules, e-booking, documents visibility… For import freight forwarding service, Dong Tai Global should update information from Tracing and Tracking Container of Shipping Lines into company’s database when cargoes are loaded on board, then transfer to update information from forwarding agency’s website and end the whole process until the goods are delivered to importer These are priority elements interest customers when they come to choose their service provider In general, Dong Tai Global can choose to build a separate IT Department inside company or cooperate with a software company in Vietnam 51 Recommendations to improve the freight forwarding service for importing FCL cargoes at Dong Tai Global Logistics and Trading Co.,Ltd 3.3 Paying attention at the quality of human resources 3.3.1 Focusing in recruitment Humans are direct factors and decided to create the quality of service Therefore, the formation and development of human resources to meet the requirements for implementing quality objectives are extremely important To obtain high-quality human resources, right from recruitment process the company have to choose their own staff with certain quality In term of recruitment subjects, it can be divided into two main group, those are experienced and inexperienced Depending on the positions, the company can consider the choice of each group For those who have not gained experienced such as new graduated students or working in unrelated industry, despite of time-consuming and establishment of new training course but in return, the company can guide them at the beginning according to their goals On the other hand, for those who have experienced, the Company may take advantage of the valuable experience plus their relationship which save both time and training costs However, they will be influenced more by habit, old working style to conform to target of company 3.3.2 Investing in training course for staff Office staff The training of personnel in generally needs to maintain the orient express: following the objective to diversify the types of training, the motivation select the appropriate training facilities, ordering training requirements, distribution additional training funds for those in a reasonable manner Hence, an important task of the company is to increase demand, maintaining motivation training for everyone Companies should design training programs on their own, ensuring quality human resources as what planned before Training course does not need to be in a large scale but the relevant documents should be designed basically and professionally Teachers besides expertise knowledge related to industry strategy and policies, he/she should have pedagogical skill to convey the idea clearly With IT, documentation departments, the professional skill is on top priority mean while other positions such as Sales, Marketing, Customer Service staffs… general 52 Recommendations to improve the freight forwarding service for importing FCL cargoes at Dong Tai Global Logistics and Trading Co.,Ltd knowledge, professional skills and soft skill play an important role Or Dong Tai may choose to send its staffs to repute college or university in Hai Phong such as Vietnam Maritime University or Hai Phong University to learn and update new knowledge The course they take may allow them to study in the evening, after working time Outsourced workforce: security guards, stevedore workers… As concerned before, outsourced workforce including security guards and loading/unloading workers have not been noticed, leading to sometimes mistakes happen and slow down the whole freight forwarding for importing process In my opinion, to solve this problem, there are main ways: First, the company should raise the awareness and improve qualifications of this outsourced labor force The Company may arrange training course, held by key manager of the company with lessons related to: characteristics of each commodity, how to pick the right packaging, how to identify symbol….to ensure the safety of goods Reduce costs and increase efficiency in the process of loading/unloading cargo Second, Dong Tai can choose or other prestigious stevedore firms to enhance competitiveness 3.3.3 Creating motivation for staffs In order to improve the quality of human resources in the company, they must give them the motivation to work Motivation may from salaries, bonuses, social benefits, working conditions, promotion possibilities The company had regulations on salaries, commissions and wage increases To motivate people to work hard, the company should also construct quarterly wage for each department Every quarter there are rewards for employees who achieve high performance 3.4 Specializing in customer service and market expansion to optimize Empathy and Responsiveness level 3.4.1 Establishing a specialized Marketing Department Dong Tai still not have Marketing Department specialized in caring current customers, seeking new clients or expanding markets Remedy to overcome 53 Recommendations to improve the freight forwarding service for importing FCL cargoes at Dong Tai Global Logistics and Trading Co.,Ltd this is the company should establish a independent and professional marketing department with highly qualified staff In order to that, Dong Tai need to invest budgets and to rearrange staff in the most logical way Regarding to personnel, the company can transfer staff from the sales department or recruiting new staffs who has bachelor degree related to this field Customer service plays such important role that Dong Tai Global should rise great concentration on customer service Offering excellent service is to advise customers about the competitive situation in the current market, foreign trade activities, international trade law… Dong Tai Global should also provide customers information about terms in import contracts, or explains in detail complex terms to help clients understand more and avoid conflicts may happen 3.4.2 Promoting marketing activities strategy Commercial promotion strategy In the fierce competition market, marketing activities must be considered as the top priority Marketing is an important activity in order to maintain the image of the company, highlight the services provided and offer price program or customer service For FCL import freight forwarding service, currently, the most popular marketing method is Dong Tai’s staff goes to potential importer’s location to persuade and build relationship by providing competitive quotes This activity is considered as customer caring Not only regular schedule appointments to find out the needs of customers for individual services, direct conversations also help the company and customers build up mutual trust According to my opinion, Dong Tai Global can apply several another ways such as giving commission to customers as they introduce new clients, or charging big & long-standing customers with stable volumes a preferred rate Market expansion strategy In the intense competition with rivals in the same sector related to import freight forwarding service, for survival and sustainable development, Dong tai Global need to consider to expand its market This is an effective measure to reinforce, strengthen company position and profitability, especially when the majority source of its profit is from import freight forwarding As the market 54 Recommendations to improve the freight forwarding service for importing FCL cargoes at Dong Tai Global Logistics and Trading Co.,Ltd expanded, if there is a certain market undergoing crisis, it will not cause serious impact to the operation of the entire company However, this is not an easy task to perform because each market has its typical socio-economic characteristics, legal systems, culture and customs Therefore, in order to expand the market, Dong Tai Global has to detailed market research on every aspect to find out what is different with markets that company is currently operating The fact shows that company forwarding service mainly concentrates in narrow and familiar markets in Asia like Singapore, China, Korea, Hongkong… meanwhile largest import market of Vietnam including Japan, EU or USA… Dong Tai has not planned to exploit Firstly, Dong Tai Global can expand its business activities according to geographical space With strategy like advertising on magazine & website specialized in import and export, building official website with up-to-date database that will be effective solution On the other hand, Dong Tai Global need to develop intensive its current market comprising of Singapore, China, Korea, Hongkong… to attract new clients, reinforce and establish long-term relationship with current customers by excellent quality and competitive pricing service 55 Recommendations to improve the freight forwarding service for importing FCL cargoes at Dong Tai Global Logistics and Trading Co.,Ltd CONCLUSION Freight forwarded services have an important role in developing national economy It leverages maximum local resources and involves proactively in the process of specialization and the international labour division The development of enterprises contributes to promote the process of the industrialization as well as modernization in Vietnam and the integration progress among Vietnam and other countries in region and all over the world Dong Tai Global Co.,Ltd has expanded not only in scale but also in business performance The annual revenue is expected to continue rising in years to come Although there are still many difficulties comprising of limited capital, strong competitors in the market , Dong Tai Global Co., Ltd board of directors is seeking new direction with better vision to overcome and supply the best service to customers Dong Tai Global constantly improves business operations The company has achieved certain success in performance and employee’s improvement in standard of living This has been contributing to budget revenues of government, partially contributing to the innovation of country Until now, Dong Tai Global Co.,Ltd has established and operated for years, this enterprise has successfully demonstrated its business abilities and step by step met market needs Dong Tai Global., Ltd has gradually reoriented and strengthened services and business strategies to consits with the situation of country and the world 56 Recommendations to improve the freight forwarding service for importing FCL cargoes at Dong Tai Global Logistics and Trading Co.,Ltd APPENDICES Arrival Notice Delivery Order Bill of Lading Empty Container Borrow Receipt Original Certificate Custom Declaration Commercial Invoice Packing List Commercial contract 10 Sample of Daily Report Form 11 Survey on satisfaction level of customer about FCL import forwarding service at Dong Tai Global 57 Recommendations to improve the freight forwarding service for importing FCL cargoes at Dong Tai Global Logistics and Trading Co.,Ltd BIBLIOGRAPHY FIATA Freight Forwarding and Logistics Services General Freight Forwarder's condition Vietnam Commercial Law, article 233, http://moj.gov.vn Dong Tai Global Logistics and Trading Co.,Ltd, http://dongtaiglobal.com/gioithieu.html The forwarder obligations and right General Freight Forwarder's conditions of Association of Logistics and Freight Forwarding of the Slovak republic in version with the changes approved by ALFF SR member convention on 12th May 2005 Parasuraman, SERVQUAL: A multi Item Scale for measuring customer perception of service quality Herrmann, Xia, Monroe & Huber, on Consumer Satisfaction 2007, The Influence of Price Fairness 58 ... expectations and the company's ability to conform client’s expectation 14 Recommendations to improve the freight forwarding service for importing FCL cargoes at Dong Tai Global Logistics and Trading Co. ,Ltd. .. freight forwarder 21 Recommendations to improve the freight forwarding service for importing FCL cargoes at Dong Tai Global Logistics and Trading Co. ,Ltd At present, Dong Tai supports freight forwarding. .. 15 Recommendations to improve the freight forwarding service for importing FCL cargoes at Dong Tai Global Logistics and Trading Co. ,Ltd CHAPTER 2: THE CURRENT STATUS OF FREIGHT FORWARDING SERVICES