Luận văn thạc sĩ UEH failure in new customer approach in tan cang shipping’s reffer service

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UNIVERSITY OF ECONOMICS HO CHI MINH CITY

International School of Business

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Thi Huong Giang Nguyen

(FAILURE IN NEW CUSTOMER APPROACH IN TAN CANG SHIPPING’S

REFFER SERVICE)

MASTER OF BUSINESS ADMINISTRATION

Ho Chi Minh City – Year 2018

LUAN VAN CHAT LUONG download : add [email protected]

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UNIVERSITY OF ECONOMICS HO CHI MINH CITY

International School of Business

------------------------------

Thi Huong Giang Nguyen

(FAILURE IN NEW CUSTOMER APPROACH IN TAN CANG SHIPPING’S

REFFER SERVICE)

MASTER OF BUSINESS ADMINISTRATION

SUPERVISOR: Trần Hà Minh Quân

Ho Chi Minh City – Year 2018

LUAN VAN CHAT LUONG download : add [email protected]

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Table of Content

1. Executive summary ........................................................................................................ 5

2. Background information.................................................................................................. 6

3. Methodology....................................................................................................................8

4. Problem Identification .....................................................................................................9

4.1 Situation analysis...................................................................................................... 9

4.2 Symptoms................................................................................................................ 11

4.3 Potential problems……………………………………………………………….. 13

4.4 Central problem......................................................................................................16

Figure 1: Initial cause – effected map ...................................................................16

4.5 Potential root causes...............................................................................................17

4.6 Central root cause ...................................................................................................20

Figure 2: Cause – effected map .............................................................................21

5. Problem Solving ............................................................................................................ 22

6. Action Plan ....................................................................................................................23

References .........................................................................................................................27

Appendix 01: Interviewees Information............................................................................29

Appendix 02: Interview guides .........................................................................................30

Interview Guide: Customers using referred container service ............................30

Interview Guide: Vice Director ...............................................................................30

Appendix 03: Questionnaire ……………………………………………………...............32

Appendix 04: Transcript …………………………………………………….....................33

Appendix 05: Estimated output/month for 40RH of TCS’s dry container customers…….38

LUAN VAN CHAT LUONG download : add [email protected]