1 INTRODUCTION competitiveness in the provision of mobile communication services of Vietnam The necessity of research In market economies, the trend of globalization and international economic telecommunication company Object and scope of research integration, competition among enterprises are increasing In such conditions, the Study subjects are competitive in providing mobile communication services of the competitiveness manifests fight to ensure survival and development of products, company through considering the evaluation criteria and the factors affecting companies and national competitiveness in the provision of mobile communication services of the Vietnam is ongoing innovation policies towards liberalization of the economy telecommunications company Vietnam's telecom market will be large fluctuations in the direction of freer, more open Scope of research: focus on analysis of evaluation criteria and factors affecting the in the future According integration roadmap there will have many mobile competitiveness of service providers mobile information provider of mobile communication company of many different economic sectors launched mobile communication services in Vietnam's largest (MobiFone, VinaPhone, Viettel), taking communication, many foreign telecom operators participate in the mobile into consideration certain extent with other companies Baseline study period ranged communication market in Vietnam by different ways to join Never the mobile from 2005 to 2012 communication market has developed strongly as the last few years and the level of Research Methodology competition between service providers on the market is becoming increasingly Topics using both qualitative research methods and quantitative research methods In terms of new business and the environment, increasingly fierce competition - Quantitative research: topics using statistics and surveys in the field of mobile requires companies providing mobile communication services in Vietnam market to communication, such as revenue, number of subscribers, number of base stations, the operate non-stop innovation, enhance competitiveness, improve his high position in the service dealer, market services and market growth analysis phan.vv to evaluate the market in order to maintain market share and compete with not only domestic competitiveness of the companies selected studies In addition, subjects were 972 companies but also to compete with the foreign companies will participate in providing survey interviews clients are using mobile information services of the company and mobile communication services in Vietnam in the future near future consulted a number of experts to study the criteria for evaluating the competitiveness of Stemming from the above issues, the topic "Improving the competitiveness in providing mobile communication services of Vietnam's telecommunications supply service companies - Qualitative research: topic analysis methods using case studies service companies" is meaningful practical reasoning and practical providers VinaPhone, MobiFone and Viettel to shift research and development The objective of the study competitiveness in the supply of products / services the company - Clarify some theoretical issues of competitiveness in the provision of mobile communication services, the need to improve competitiveness in the provision of mobile communication services of telecommunications companies - Analyze and evaluate the competitiveness of the state providing mobile communication services of a telecom company in Vietnam, comparing the strengths and weaknesses of the provision of services between the companies together and find out the problems to be solved in order to improve their competitiveness - Perspective and propose some solutions and recommendations to improve New contributions of the thesis - Clarifying the concept of competitiveness of the company in providing mobile communication services, the general criteria applied to assess the competitiveness of businesses to determine the criteria for evaluating the competitiveness of businesses providing services in mobile communication - Assessment of environmental change telecommunications industry, in the field of mobile communication from monopoly to competition - Assess the strengths and weaknesses of the competitiveness of the three major companies operating in the field of providing mobile communication services in Vietnam (VinaPhone, MobiFone, Viettel) from two different aspects: assessment of model based on the assumption that the natural monopoly of the telecommunications customers to use mobile communication services and evaluate the intrinsic capacity of industry no longer reflects reality the company providing mobile communication services - Feng Li and Jason Whalley, Deconstruction of the telecommunications industry: - Assess opportunities and challenges for companies in the context of removal from value chains to value networks, Telecommunications Policy In this study, the monopoly and opening the telecommunications market, provide direction and solutions authors conclude that some of the current changes in the telecommunications industry to improve competitiveness in the provision of mobile communication services of the is very progressive, and all companies need to reassess strategies and their market telecommunications company Vietnam position and the difficult decision to go forward Dissertation Structure 1.2 A number of research projects in Vietnam In addition to the Preamble, Conclusion, References list, Annex, the thesis includes four chapters - In 2004, Tran Van Tung, author of the book "Competing economic and national competitive advantage and competitive strategy of the company" issues mentioned in economic competition, competitive advantage analysis of national strategy and CHAPTER 1: OVERVIEW OF RESEARCH RELATED TOPICS THESIS recommendations for companies competing in the Vietnam period is gradually integrating world economy - In 2006, Vu Trong Lam published the book "Raising the competitiveness of 1.1 Some of the study abroad So far, the theory of competitiveness on world development trends in many different schools and many different approaches companies in the process of international economic integration." In this work, the authors have codified some notion of the competitiveness of the company in the Porter's Five Forces model was first published in the Harvard Business Review country experience analyzing and improving international competitiveness of the magazine in 1979 to learn content elements to make a profit in business This model, company situation analysis and competitive environment the legal framework of often called the "Porter's Five Forces", is considered to be useful tools to understand competition in Vietnam Particularly mobile telecommunications sector, in recent years a number of research and effective source profits More importantly, this model provides competitive strategies to maintain or increase company profits projects are as follows: In 1990, M Porter announced his "Competitive Advantage of Nations" This book is - In 2006, Prof Bui Xuan Feng has published the book "Managing Porter research in ten countries leading economy The book offers the first theory of telecommunications business towards economic integration" After referring the matter competitiveness based on the causes of productivity, whereby companies compete with to each other Porter shows how traditional comparative advantages such as natural resources telecommunications business administration, the author refers to a number of theories and cheap labor was no longer a source of prosperity The book also introduces the on competition and competitiveness in the field telecommunications and propose some "diamond" - a way to understand the competitive position of a country (or location) in the solutions in order to improve competitiveness for telcos current global competition and is an integral part of economic thinking international business business and general business administration telecommunications field - In 2007, Le Ngoc Minh in economics doctoral thesis "Development of the company business business mobile communication services in Vietnam" presents the In the telecommunications sector, a number of studies as follows: theoretical development of the business of the company services of mobile - Jean-Jacques Laffont and Jean Terole, Compatition in Telecommunications, communication, situational analysis and set the direction and development of business Massachusetts Intitute of Technology In this book, the authors provide theoretical solutions for the company's business mobile communication services in Vietnam - In 2012, graduate student Tran Thi Anh Thu defended his doctoral thesis economy "Enhancing Competitiveness of Telecommunications Corporation Vietnam in terms of Vietnam is a member of the World Trade Organization" In this work, the CHAPTER 2: THEORETICAL BACKGROUND ON author has pointed out the rationale for enhancing the competitiveness of companies, COMPETITIVENESS IN PROVIDING SERVICES OF MOBILE real state enhancement of competitiveness of the Vietnam Posts and Telecommunications and the solution for this problem 1.3 Conclusions drawn from the literature review 1.3.1 The consensus view of competition in the provision of mobile communication services of telecommunications companies - In the theoretical framework of research: most previous studies and analysis using two models are studied diamond pattern and five forces model of Michael E Competitive Porter The model has put the company in a particular industry environment, analyzing the factors affecting the competitiveness of companies in the provision of services and the impact of environmental competitiveness of the company - Regarding research methods: previous studies have combined both qualitative research methods and quantitative - Regarding the solution: Towards improved criteria for measuring the competitiveness of the telecommunications company providing services in mobile communications and proposals to create a healthy competitive environment 1.3.2 The point to further research on competition in the provision of mobile communication services of telecommunications companies - Criteria for evaluating competitiveness in providing mobile communication services of telecommunications companies - The transformation of telecommunications environments, especially mobile communications sector from monopoly to competition and especially after Vietnam joined the WTO - The role of government in enhancing the competitiveness of Vietnam's telecom companies, particularly in the provision of mobile communication services - The response and adaptation of telecom companies in Vietnam with the change of environment - Orientations and measures to improve competitiveness in the provision of mobile communication services of the telecommunication company Vietnam COMMUNICATION TELECOMMUNICATIONS ENTERPRISES 2.1 Characteristics of mobile communication services and service suppliers of mobile communication 2.1.1 Characteristics of mobile communication services - The quality of mobile communications services depends on many factors - Mobile information services have high mobility - Mobile communication service with enhanced security - Charges mobile communication compared with other telecommunications services - Product of mobile communication services nature areas 2.1.2 Characteristics of provide information services for mobile telecommunications company - Costs of major capital investments - Technology is leading - The level of competition in the sector - Humans play an important role - The process of service consumption associated with the production process - The process of transmitting information is the process of establishing multidimensional relationship - Timeliness of mobile communication services 2.2 Competitiveness in providing mobile communication services 2.2.1 Competitiveness Competitiveness is the possibility that businesses can maintain their position in the long-term and sustainable competitive market by creating products / services are of high quality, reasonable price, to sell / supply and convenience obtained desired rate 2.2.2 Competitiveness in providing mobile communication services Competitiveness in providing mobile communication services of telecommunications companies is the ability of telecommunications companies to maintain their position in the long-term and sustainable competitive market by creating the mobile communication services with consistent quality, reasonable rates, providing - Quality of products / services a convenient way and earned a profit target - Charges for product / service 2.2.3 The need and the role of enhancing competitiveness in providing mobile - The system of distribution of products / services communication services of telecommunications companies - The difference of products / services For companies providing mobile communication services, competitive creative opportunities and pressures Therefore, to improve competitiveness in providing - Information and promotion - Brand and reputation of the product / service information services and mobile telecommunications company in the market economy 2.4 The factors affecting the competitiveness of service providers of mobile now has an active role: information Telcos First, the capacity to create competitive pressure on telecom companies must 2.4.1 External factors constantly search for creativity, improved production methods and management 2.4.1.1 The elements of macro environment organization providing services, innovative technologies, applied scientific and - Political Environment - law: including the statutes, rules and activities of the state technical progress, developing new services, increase productivity, lower the cost of agencies that affect the company's operations services Second, for consumers, improving competitiveness creates a continuous pressure on prices, forcing companies to lower service charges for service to sell quickly Third, for the economy, improving the competitiveness of companies enlivened - Cultural environment - social factors including population and income, culture and environment - Economic Environment: including economic growth, national economic policy and the business cycle the economy, promote growth and create pressure on companies and industries to use - Environmental technology: The process of technological innovation is considered resources effectively resources, thereby contributing to overall saving of resources in as the process of system development, is the time to turn new ideas into products or the economy services can be sold on the market Fourth, foreign relations, enhance the competitiveness of the company promote market expansion in the region and the world, looking for new markets, joint ventures with foreign companies, through heavily involved in the division of labor and international economic cooperation, enhanced exchanges of capital, labor, science and technology with other countries in the world 2.3 Criteria for evaluating competitiveness in providing mobile communication services of telecommunications companies The different ways to assess the competitiveness of businesses around the following criteria: market share, revenue, and profit margins, financial management practices, company reputation, the the management team and skilled work force, quality, price, service diversification, distribution systems Applying the above criteria, the proposed thesis competency assessment criteria competition in the provision of mobile communication services of telecommunications companies, including: - The natural environment: including natural resources and economic infrastructure - International Environment: trends of globalization, trade liberalization 2.4.1.2 Factors in the environment sector - Pressure of providers: the number and size of suppliers, the ability to replace the product / service providers, information providers - Pressure from customers: the control through competition in a purchase decision - Competitive pressure from potential rivals: depends on the attractiveness of the industry, the barriers to entry - Competitive pressures from substitute products: the ability to meet the needs of similar products / services current - Competitive pressure from existing competitors: industry conditions, the structure of the industry, the barriers to retreat 9 10 2.4.2 Internal factors CHAPTER The internal factors are the factors arising from within the enterprise, affecting the consolidation and improve the competitiveness of enterprises, such as: strength in competing - Production capacity: the ability to create products / services are of high quality, low price and production scale to meet the needs of the market SERVICES OF IN PROVIDING VIETNAM MOBILE 3.1 Overview of the market and the companies providing mobile communication services in Vietnam 3.1.1 Overview of market development 1993, with the introduction of the first mobile networks - MobiFone, Vietnam's - Human resources: people is an important factor determining the existence and development of the company mobile market is formed VMS - MobiFone choose GSM technology In turn, then, the following mobile network launched as VinaPhone (1997), Viettel (2004) also chose - Marketing: system sales and marketing activities deliver products / services to the customer, the best meet customer needs GSM technology Even as HT Mobile after some time pursuing CDMA technology as S - Fone to finally switch to GSM with a new name Vietnamobile The market shift - Activities Research and Development plays an important role in the development and application of new technologies in time to create a competitive advantage in the marketplace from monopoly to competition Besides, customers also demand continued to increase Initially only the conventional voice services, short messaging, multimedia messaging, And now, mobile data services are fast growing trend - Organizational capacity and corporate governance: the combined efforts of the common man in the organization and better use of the wealth of the organization to achieve the organization's overall goals and objectives of each people wisely and most effectively Experience INFORMATION COMPETITIVENESS TELECOMMUNICATIONS COMPANY - Financial capacity: the financial situation of the company shows the company's 2.5 3: It can be said, competition was quite exciting on the telecommunications market in Vietnam with many new service providers and policy rates more reasonable, more attractive to customers 3.1.2 Overview of companies providing mobile communication services in Vietnam enhanced competitiveness in the provision of mobile communication services in several countries around the world On the basis of experience introducing enhanced competitiveness of the Korean telecommunications company, and China, the thesis has identified a number of lessons reference to Vietnam telecommunications company providing services in the mobile That is: Firstly: Improving the quality of service and customer service Secondly organization management model flexible and science Thirdly: Increase investment in research and development Fourth: Update, technological innovation Fifthly: Construction company culture distinctive Sixthly: Having strategic market development, proper customer - Stage appearance (1993-1998): In 1993, the network launched MobiFone uses GSM technology and service providers to deploy mobile communications in May 8/1993 in Hanoi, HCM City in 1994 and continues to expand across the country In 1996, Vinaphone opened and began providing services The agency's management is Vinaphone Telecom Services Company (GPC), is a 100 % owned company of VNPT investment and accounting mechanisms depend VNPT - Transition period (1998 - 2001): In 2000, the General Post Office Vishipel allows setting satellite earth stations - TTDD Inmarsat International and licensed to provide Inmarsat services But so far, the company has not officially active - From 2001: In Vietnam, the market for mobile communication services has made the company to join the business as: Saigon Postel, Viettel, EVN, HTMobile 3.1.3 Overview of the competition in providing information services and mobile telecommunications company Vietnam The following table shows the change of the share company providing mobile 11 12 communication services in Vietnam in the 2005-2012 period: 3.2 The internal factors affecting competitiveness in the provision of mobile Table 3.1: Market share and market share growth of the mobile network in Vietnam during 2005-2012 communication services of the Vietnam telecommunication company Table 3.3: Table assess the intrinsic capacity of Viettel Unit: % Mobifone Year Vinaphone Market share Market +/- % share other Viettel networks Market +/- % 49 share Market +/- share % 2005 36 2006 31 -5 -14 33 -16 -33 30 19 173 2007 28 -3 -10 25 -8 -24 32 15 2008 29 21 -4 -16 37 16 13 2009 27,15 -2 -6 27,19 29 33,82 -3 -9 11,84 2010 29,11 2011 17,9 2012 18,45 -11,21 -38,51 0,55 3,07 11 28,71 36,72 5,46 30,07 1,36 4,74 40,45 3,73 10,16 11,58 40 -0,45 -1,11 11,55 30 -0,07 -0,23 Source: [3] MobiFone market share almost no variation in the years from 2006-2010 Strengths Weakness - The culture of quality - Large market - Resources for young and dynamic - Good corporate image - Services and Distribution - New Products - Good CEO - Competitive service rates - Field TTDD Party and State have been identified "priority development", which is a favorable condition for the renewal and development of the company - Vietnam is considered as a potential market, the pace of economic growth, population This is a big advantage for companies operating in the telecommunications sector in general and in particular Viettel - Viettel Telecom network covering all provinces and become providers of telecommunications services and the nation's largest growing brand - The financial activities of the company are relatively healthy and transparent - The company has built a company culture solidarity, overcoming difficulties and propose innovative solutions to accomplish tasks - The investment is concerned, but despite a lack of uniformity has led to certain difficulties in operating the network - The economic crisis reduced demand for the company's services - Quality of service is limited Market segmentation unclear - Parts weak financial management However, between 2011 and 2010 with the spikes, the market share in 2011 decreased 11.21 %, down 38.51 %, respectively compared to 2010 In 2012, the market share of MobiFone have increased but not significantly, increased by 0.55 % market share (up 3.07 % respectively) Market share declined most Vinaphone In 2006, the net loss of 16 % (corresponding to 33 % loss of market share compared to 2005) However, the last years, the market share of Vinaphone continuously increasing: in 2009 increased %, % in 2010 and 2011 increased by 1.36 % To 2012, VinaPhone has been a slight decrease in market share, lost 0.07 % Strong rise in the Viettel network In 2005, when a new entry is more than year, this network only accounts for 11 % market share In 2006, Viettel rising to 30 % market share In recent years, the pace of growth has slowed Viettel However, Viettel is the biggest network in the market; VinaPhone is the second largest operator with 30 % and MobiFone ranked 3rd with 18.45 % market share The only network remaining 11.55 % Thus, the largest company in the market including: company information VMS, telecommunications company Vinaphone and military telecom company Viettel Table 3.5: Table assess the intrinsic capacity of VinaPhone Strengths Weakness - Business major, long-standing, familiar image, prestige - Available traditional customers Direct contact with customers to quickly grasp the needs and tastes of customers - The advantage of receiving modern technology, offering new services, diversified and high quality - Network infrastructure both large national backbone network and local access networks Network-wide delivery service - There are good international cooperation - Our team of experienced workers, solidarity possible - Often a pioneer in offering new services to attract attention and customers - Quality of current services better than competitors - Diversified services and advantages in providing full service, one-stop shop for customers, satisfy customer needs large (private network settings) - The bloated management structure, large-scale, dependent accounting inflexible - The quality of a number of low-quality services - The investment costs of large infrastructure network Web development by administrative area, spreading wasteful, difficult to upgrade - Charges for some services Charging method less attractive customers - Sales cumbersome procedure - Limited investment for the advertising, promotion Advertising forms less attractive - Not enough attention to market research, competitor analysis No business strategies to adapt quickly to market changes - This type of service is not much value, service poor information content - Awareness and business experience in the limited market mechanisms 13 14 - Financial strength, strong funding of organizations - Large labor force, lack of high- level experts in and individuals at home and abroad economics and engineering supply of power is reflected in the loyalty of customers now Model of customer loyalty Table 3.8: Table assess the intrinsic capacity of MobiFone Strengths mobile communication services in Vietnam have been two German authors on America, Bui Nguyen Hung proposed LOYAL Weakness - Telecommunication network system large - Weak network system in the remote - The distribution system is well organized - Higher rates than competitors - The level of advanced technology - Not focused on market development areas and - Strong financial position remote H3 H5 SATISFACTORY H11 - High-level management, advanced management technology H4 H12 H13 H14 BARRIERS H15 H21 H22 H23 H24 H25 - Quality of service possible The call quality Price structure Convenient Value Added Services Customer Service Loss New Resilience New Joining The attractiveness of other network Customer Relations 3.3 Rating competitiveness in providing mobile communication services of Vietnam telecommunications company through client interviews investigation Figure 3.9: Model of the customer loyalty of mobile communication services in Vietnam 3.3.1 Research Methodology Source: [23] After comparing, for comparison, that the author of the Parasuraman SERVQUAL From this model, the authors have given the scale of customer loyalty in the use of scale and colleagues have similarities with six evaluation criteria competitiveness in the mobile communication services of telecommunications companies in Vietnam provision of mobile communication services mentioned above SERVQUAL Scale Combining these two scales together with the National Technical Regulation on quality consists of 10 components: (1) Tangible Media, (2) Trust, (3) Response, (4) Capacity phone service over mobile network communications ground (NTR 36:2011 / MIC), the serving, (5) Access, (6) India need; (7) Information, (8) Trust, (9) Safety; (10) authors give scale to assess the capacity addition competition in the provision of mobile Understanding communication services of telecommunication companies Then, the author has developed questionnaires, conducting surveys and collected 972 questionnaires 3.3.2 Rating competitiveness in providing information services and mobile telecommunications company Vietnam 3.3.2.1 Quality of service Chart pe rce nta ge of customer evaluation of service quality 120,00% Totally disagree Source: [47] [48] Although the model is only assess the quality of services but this scale covering almost every aspect of the service In addition, the competitiveness of enterprises in the Salesstaff Theresults Salespeopleare Theoperator Totally agree M akesurethe 20,00% Thevalue- A gree Youfeel secure Neutral 40,00% W hilevoicecalls 60,00% 0,00% Figure 3.8: SERVQUAL Model Disagree 80,00% Clear voice Rate 100,00% Scale Figure 3.12: Chart percentage of customer evaluation of service quality Source: survey data In 2011, the Department of Quality Management of ICT MIC has officially 15 16 announced the results of testing the quality of the service in 2011 mobile Chart of the assessm ent rate prepaid custom ers on service charges ≥ points 3,80 points 3,64 points 3,94 points - The rate of false calls were recorded charges ≤ 0,1% 0,053 % 0% 0,017 % ≤ 0,1% 0,003 % 0% 0,005 % - The rate of talktime charges were recorded wrong Call rate charges, billing errors ≤ 0,01% 0% 0,0063 % 0,0042 % The availability of services ≥ 99,5% 99,832 % 99,871 % 99,995% ≤ 0,25 0,0051 0,0037 0,0002 100% 100 % 100 % 100% Voice quality (voice quality point average) Accuracy burn rate: 3.3.2.3 Distribution system service Chart percentage of customers rated the service distribution system 150,00% 100,00% 24 hours a day ≥ 80% 24 hours a day 24 hours a day 24 hours a day 98,11 % 93,87 % 97,47% Source: [20] 3.3.2.2 Charges for services Totally disagree 50,00% 0,00% - Time to provide customer service support by phone - Percentage of calls to customer service support and accounting for successful circuit receives signals of telephone operators answer in 60 seconds Disagree Neutral Agree Totally agree Scale Figure 3:24: Chart percentage of customers rated the service distribution system Source: survey data Chart review of rate contract customers on service charges 120,00% 100,00% 80,00% 60,00% 40,00% 20,00% 0,00% 3.3.2.4 The services differentiated Chart percentage of customer evaluation of service differentiation Disagree customers preferred Services Scale Services Neutral you select legacy Totally agree Totally disagree choose to Neutral Agree 120,00% 100,00% 80,00% 60,00% 40,00% 20,00% 0,00% Mobile payment Method of In case you have lost or get the You always How to charge per Charges for such calls is costs are Disagree Services you Totally disagree Connection Rate Source: survey data Network customers Figure 3:20: Chart of the assessment rate prepaid customers on service charges Rate Totally agree Scale Rate Complaints about the quality of customer service (the customer complaints nai/100 / months) Feedback of customer complaints (complaints ratio reply in writing within 48 hours from the time of receiving the complaint) Customer support services: When trying to 0,23% Neutral Agree The s erv i c e prov iders hav e a v ariety of 99,50% 1,43 % Time to new 96,38 % 0,23 % A c c ording to c us tomers , s ales s taff is qualified 99,77 % ≤ 5% Call duration ≥ 92% Disagree When necessary Viettel A c c ording to y ou, the s al es pers on' s s uppliers The rate dropped calls Vinaphone How to charge per Call ratio is set successfully MobiFone The s hop c urrentl y trading as a bridge QCVN 36 Charge current Items S tores s y s tem -wi de trans ac tions c onv enient No Totally disagree Tim es operation of the c urrent s tore is v ery telecommunication network ground Vinaphone, MobiFone and Viettel 2011 150,00% 100,00% 50,00% 0,00% The cost of buying Table 3:11: The results measure the quality of telephone service in the mobile Rate telecommunication network of ground Viettel, MobiFone and VinaPhone Agree Totally agree Scale Figure 3:16: Chart review of rate contract customers on service charges Source: survey data Figure 3:28: Chart percentage of customer evaluation of service differentiation Source: survey data In fact, the authors also studied, comparing the network's service pack was investigated and the following summary: 17 18 Table 3:16: The service pack of Viettel, Mobifone and Vinaphone to 05/2012 Postpaid 3.3.2.6 Services brand and reputation of the company Vina Phone Vinaxtra Hi School MobiZone Vina365 Happy Zone - Isurf Ciao - MyZone Tourist - Union Officials Basic+ MobiGold TalkEZ EZCom VinaPhone Family VIP Corporate - Mbusiness Mfriend Mhome - iTouch EZCom VIP Colleague Family 150,00% 100,00% 50,00% 0,00% Totally disagree Disagree service Vina Daily MobiQ Network Mobi 4U Sinh viên associat Tomato Chart percentage of custom er evaluation of brand and reputation VinaPhone, MobiFone and Viettel in service provision You can Vinacard Vina Text of Mobicard Mobi365 Slogan Sea+ Economy The Prepaid Mobifone brand Viettel Rate Products Neutral Agree Totally agree Scale Figure 3:36: Chart percentage of customer evaluation of brand and reputation VinaPhone, MobiFone and Viettel in service provision Source: survey data Besides the synthesis and analysis of evaluation criteria competitiveness in providing public services of all three companies, the authors also have separate Source: [21] [24] [27] individual companies and general assessment of client capacity competition in the Results in the table above shows, the network has Vinaphone package for customers supply of each company diich Since then, with the evaluation board competitiveness in to use the most, and No is Viettel ranked No in the final MobiFone company providing mobile communication services of each company as follows: However, considering the diversity of the services Vinaphone head but beware of the Table 3:20: Competitiveness in providing mobile communication services uniqueness and effectiveness of the services they have superior MobiFone other MobiFone, VinaPhone and Viettel on customer reviews Unit: Point companies Overall, customer reviews are correct when the network is too small to supply the package and market the unique differences of the package is less 3.3.2.5 Information and promotion book introduces The picture are more providers The service relating to The 120,00% 100,00% 80,00% 60,00% 40,00% 20,00% 0,00% information Rate Chart percentage of custom er e valuation of inform ation and prom otion of the netw ork Criteria MobiFone VinaPhone Viettel Leading Quality of service 3,765 3,717 3,685 MobiFone Charges for services: postpaid 1,517 1,867 1,085 VinaPhone Viettel prepaid 2,578 2,093 3,119 Distribution system service 3,658 3,678 3,828 Viettel Totally disagree The differentiated services 3,500 3,233 3,402 MobiFone Disagree Information and promotion 3,787 3,644 3,745 MobiFone Brand and reputation services 3,879 3,833 3,970 Viettel Neutral Agree Totally agree Scale Source: survey data In general, the evaluation of our customers, the competitiveness of the three Figure 3:32: Chart percentage of customer evaluation of information and promotion of services company providing leading mobile communications market Vietnam is the network relatively high The evaluation criteria of companies not differ significantly and are Source: survey data over points Private service charges indicator reached a low point and there is a 19 significant difference: the postpaid service charges, but VinaPhone highest scores but lower than points, while the rate prepaid service, Viettel leads first with a score greater than 20 3.4.2 Weakness - The management of State for telecommunications companies that are insufficient However, in order to improve their competitiveness, companies need to pay - The three telecommunications companies are state-owned enterprises, so when attention to issues such as: (1) Make sure the conversation is the customer's call being making the investment, expanding foreign often time consuming and procedures for dropped circuit, (2) Resolve rapid customer complaints, (3) Solving customer approval, reports state agency in charge complaints to the situation, logical, (4) Quick fix when communications failures; (5) Reduce the cost of subscription month for postpaid subscribers; (6) reduced call costs, - The company growth and uneven development Viettel is the speed of the company's largest development subscribers with wide coverage and the deepest (7) Increase in promotions, discounts for postpaid subscribers, (8) freight invoice report - Quality of service is not stable monthly postpaid subscribers need clear, accurate, (9) for prepaid subscribers, the - Telecommunications market grows too hot, the telecommunications companies operator call charges to debit the customer's exact; (10) process and procedures for are racing to increase subscribers, subscriptions run while investing for the network transfer of services to ease, simpler; (11) Keep your balance in the customer account infrastructure has not kept pace leading to congestion still occurs type conversion services; (12) Raising the level of tellers; (13) sales skills Training for 3.4.3 Cause tellers; (14) Make clear the difference between the types of services; (15) Provide - Due to the nature of the field of mobile communication: characteristics provide services to meet customer requirements; (16) Provide services of legacy good mobile communication services of the company depends on the residential status of the characteristics, preferred customers, choice, (17) Creation of special services to meet economy the different market segments, (18) Diversification of services of the company (19) - The management mechanism is still insufficient: all three major companies provide books, beautiful pictures introduction services, eye catching, (20) Get the providing mobile communication services above the current active form of 100 % state- customer's interests in mind is that the supply of services owned, so the investment management, cost Government charges lead to difficulties for 3.4 Overall evaluation of the competitiveness of Vietnam telecommunications companies active in the development and market expansion company providing services in mobile communication 3.4.1 Strengths - Scale and network coverage increasingly broad and deep - Along with the promotion of installing additional base stations and coverage, companies providing mobile communication services has not stopped competing, racing boost subscriber growth - Routine use of telecommunications services, internet in Vietnam is increasing but still low - The company imbalance in strategic long- term business development: expression of growth in the market share gap and large fluctuations - The analysis and forecasting of the company is not good, is the cause of the decision of the board of the company is not close to the real situation of the market - Flexible tariff policy, with diverse services and customer oriented The telecom - There is no solution to increase service revenues explicitly: most, businesses are companies are scrambling to reduce rates to entice customers and develop new not out of the problem subscriber should develop long -term strategies for development customers services have not been paying attention - The telecommunications company also continuously launched many different packages to best meet customer needs - Customer care is increasingly being emphasized The customer care is done in phases: before, during and after sale - The staff and employees of the company have not been trained in all copies and synchronize the various local 21 CHAPTER 4: DIRECTION AND CAPACITY BUILDING SOLUTIONS IN THE COMPETITIVE SERVICE SUPPLY MOBILE TELECOMMUNICATIONS COMPANY OF VIETNAM 4.1 The development of Vietnam's telecommunications company providing services in mobile communication next time 4.1.1 Opportunities and challenges for Vietnam telecommunications company in providing mobile communication services in the near future 4.1.1.1 Development trends of the market - ARPU decline of the network - Declining voice revenues, business opportunities from mobile data services - The emergence of a growing number of smartphone and tablet line, these devices will create new habits for mobile users and generates data traffic is growing - The start shifting from voice services to data services embodied in the new habits of consumers and as well as a new revenue source for operator 4.1.1.2 Opportunities for Vietnam Telcos - Access to capital investment, engineering, technology and management experience new conditions modernized network, expand services, improve the quality of the team - Expand overseas market of the company is made easier - Must be regularly renewed both in service delivery and organizational models, management thinking - Favorable opportunities for companies to increase sales, expand markets, - Easily accessible with new technologies, accelerate application deployment of new services, high quality, attract customers, 4.1.1.3 Challenge that the Vietnam telcos may face - Competition will become increasingly fierce - Interconnection charges between mobile and fixed if not timely controlled, will continue to be detrimental to the fixed network, affecting the convergence of fixed phase Mobile - Internet - upcoming TV - The company must always renew the organization and management to adapt to improve performance - The training and raising the level of the officials and employees must be done methodically, efficiently 22 - The phenomenon of brain drain - The telecommunications industry companies will have to apply multiple standards, international standards, while incentives and state subsidies cuts 4.1.2 The development of the telecommunications sector in Vietnam in the coming time - Development of market orientation: ensuring telecommunications market towards sustainable development quality and efficiency; developing internal resources associated with international cooperation; restructured markets - The network development: promoting the development of broadband access networks to the household; capacity transmission system long distance and international telecommunication networks developed by individual agencies organization - The development of services: development of new telecommunications services in accordance with the trend of convergence of technology and services, reduce costs, lower costs, improve service quality - The direction of technological development: development of advanced technology applications, modern, efficient use of telecommunication resources, promote the application of telecommunications technology environmentally friendly, energy saving - The master plan and use of telecom resources: ensure the planning, allocation and transfer of public telecommunications resources, fair and transparent application of market mechanisms such as auctions, contests, allows transfer of the right to use, deploy mobile telecommunications services next-generation broadband 4.2 Solutions to improve competitiveness in the provision of mobile communication services of the telecommunication company Vietnam - Improving service quality: focus on developing infrastructure to ensure the ability to respond to large numbers of subscribers and expand coverage to minimize the possibility of dropping out, to ensure voice quality and boosting development of content services, value-added mobile network - Expand market and brand development: Promote market research; improve ad performance, promotion, media operations, direct marketing activities, build and standardize synchronously, consistent brand identity systems, systems and standards in active form all contact with the outside; diversified customer care program - Improving the organizational structure of investment companies and human resource development: considering plans to set up a joint stock company affiliated to the services provided in the course of providing services to customers; building and develop 23 24 corporate culture, diversity training forms, special forms of self- promoting; research to ensure the telco Vietnam maintain competitiveness in the provision of services, and building management systems and resource sharing knowledge, building capacity adapt to the context of the new economic trends requirements standard capacity of target groups to develop core competency groups, strengthening innovation team and the organization and operation of the training facility During this research, the authors looked at the document, investigate customer interviews, expert consultation under the guidance of science teacher guidance As a result, - Improved service delivery process: encouraging process improvement initiatives to the thesis answers the question about the problem: (1) competitiveness and provide services; improve service delivery process synchronization, closed, construction competitiveness in the provision of mobile communication services be?, (2) Features and implementation of the quality management services, construction and implementation primarily of mobile communication services and service suppliers of mobile of the sales process, building process resolve customer complaints communication, (4) factors affecting the competitiveness of Vietnam telecommunications - Research and development investment networks and new services: decentralization company providing services in mobile communication?, (4) the criteria for evaluating the of investment management, promoting autonomy in investment activities, strengthen competitiveness of companies in the provision of mobile communication services? inspection and supervision; overcome investment spread, focused on developing new Through the investigation of secondary data and interviews with 972 customers using services, improving the system of regulations and guidance research and development mobile information service company of three major service providers in Vietnam market is activities, building strong relationships between supply parts to the research department, VinaPhone, MobiFone and Viettel, the author has set up the comprehensive picture of the the formulate and implement good programs key science and technology competitiveness landscape in providing information services to mobile telecom company - Strengthening cooperation and international investment: research strategy and plans in Vietnam The author points out the strengths and weaknesses of the overall for the development of international cooperation, strengthen multilateral cooperation, competitiveness of all three companies as well as its own internal capacity of MobiFone, actively participate in the organization of economic activity, engineering, training, network VinaPhone and Viettel in the provision of mobile communication services Combined with expansion investment, business mobile communication services in foreign markets the theoretical framework outlined in Chapter 2, groups stated solution: Improve service - Synchronization and standardized management mechanism, financial regulations quality, expand market and brand development of the company; Improving the and network planning: enhanced coordination between different levels of management, organizational structure of investment companies and human resource development; advising agencies to direct such operator determined, tasks to ensure progress to intensify Improved service delivery processes, research, investment in developing networks and the inspection, testing and monitoring mechanisms and evaluation mechanism innovation services and to boost investment cooperation and international synchronization and of financial management, improving financial regulation standardization management mechanisms, financial regulations and network planning to improve the competitiveness of these companies in the future In addition, the authors also CONCLUSION propose such government created a legal framework ventilation, improve the business During the period of international economic integration today, when Vietnam became environment, abolished some taxes unreasonable, uniform orientation, planning, an official member of the WTO, competition issues, especially in the competitive field of monitoring to meet the development needs of the economy and society, to create a healthy mobile communication has become fierce and aggressive That fact requires competitive environment telecommunications companies to innovate organization or business to suit the context of The results of this study if the practical application of information services provided the times and trends The experience of the reference telcos around the world, as well as a by the mobile telecommunications company Vietnam will create favorable conditions for baseline study for proposed solutions " Improving competitiveness in the provision of the Vietnam telecom companies enhance their competitiveness in the supply mobile mobile communication services of telecommunications companies in Vietnam" is essential communication services, maintain its position in the domestic market, carving out a niche overseas markets [...]... factors affecting the competitiveness of Vietnam telecommunications - Research and development investment networks and new services: decentralization company providing services in mobile communication? , (4) the criteria for evaluating the of investment management, promoting autonomy in investment activities, strengthen competitiveness of companies in the provision of mobile communication services? inspection... BUILDING SOLUTIONS IN THE COMPETITIVE SERVICE SUPPLY MOBILE TELECOMMUNICATIONS COMPANY OF VIETNAM 4.1 The development of Vietnam's telecommunications company providing services in mobile communication next time 4.1.1 Opportunities and challenges for Vietnam telecommunications company in providing mobile communication services in the near future 4.1.1.1 Development trends of the market - ARPU decline of. .. and trends The experience of the reference telcos around the world, as well as a by the mobile telecommunications company Vietnam will create favorable conditions for baseline study for proposed solutions " Improving competitiveness in the provision of the Vietnam telecom companies enhance their competitiveness in the supply mobile mobile communication services of telecommunications companies in Vietnam"... cooperation, strengthen multilateral cooperation, competitiveness of all three companies as well as its own internal capacity of MobiFone, actively participate in the organization of economic activity, engineering, training, network VinaPhone and Viettel in the provision of mobile communication services Combined with expansion investment, business mobile communication services in foreign markets the theoretical... performance - The training and raising the level of the officials and employees must be done methodically, efficiently 22 - The phenomenon of brain drain - The telecommunications industry companies will have to apply multiple standards, international standards, while incentives and state subsidies cuts 4.1.2 The development of the telecommunications sector in Vietnam in the coming time - Development of market... Viettel, the author has set up the comprehensive picture of the the formulate and implement good programs key science and technology competitiveness landscape in providing information services to mobile telecom company - Strengthening cooperation and international investment: research strategy and plans in Vietnam The author points out the strengths and weaknesses of the overall for the development of international... especially in the competitive field of monitoring to meet the development needs of the economy and society, to create a healthy mobile communication has become fierce and aggressive That fact requires competitive environment telecommunications companies to innovate organization or business to suit the context of The results of this study if the practical application of information services provided the times... provide services; improve service delivery process synchronization, closed, construction competitiveness in the provision of mobile communication services be?, (2) Features and implementation of the quality management services, construction and implementation primarily of mobile communication services and service suppliers of mobile of the sales process, building process resolve customer complaints communication, ... strengthening innovation team and the organization and operation of the training facility During this research, the authors looked at the document, investigate customer interviews, expert consultation under the guidance of science teacher guidance As a result, - Improved service delivery process: encouraging process improvement initiatives to the thesis answers the question about the problem: (1) competitiveness. .. organization - The development of services: development of new telecommunications services in accordance with the trend of convergence of technology and services, reduce costs, lower costs, improve service quality - The direction of technological development: development of advanced technology applications, modern, efficient use of telecommunication resources, promote the application of telecommunications