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Managing Technology and Innovation – Group Final Report

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Managing Technology and Innovation – 2018.

Group Final Report

Course number: SM 80.1707

Group 3, Student (s): Hoàng Trọng Từ, Trần Việt Anh, Phạm Hải Quân, Phạm Viết Hướng, Đoàn Minh Quân, Nguyễn Văn Hùng.

Instructor(s): Dr. Badir Yourse.

Project: VNPT Customer Portal.


1.        Organization Description        2

2.        The Situation Before the Innovation Takes Place        2

3.        Customer Portal Idea Generation Process        3

4.        Innovation Implementation Process        4

5.        The Impact on Performance        5

6.        Rewards/Motivations/Incentives        6


  1. Organization Description

Vietnam Posts and Telecommunications Group (VNPT) is the service provider that laid the first stone for the development of the Posts - Telecommunications sector in Vietnam.  

With more than 40,000 employees, advanced telecommunications infrastructure, a service network that covers all 63 provinces and cities, as well as the strong 67-year experience, VNPT has always been offering the market many modern posts, telecommunications and information technology products and services.

The group earned revenue of VND144.7 trillion (US$6.36 billion) in 2017, rising by 7% over the previous year. Its pre-tax profit reached VND5.1 trillion (US$224.4 million), up by 21%. VNPT paid more than VND4 trillion (US$176 million) to the State budget in 2017, up by 9.3%. It has 34.1 million mobile subscribers and 4.6 million broadband subscribers by the end of 2017.

Vietnam’s government has approved the Vietnam Posts and Telecommunications Group (VNPT)’s restructuring plan for 2018-2020. With the plan, VNPT hopes to become a strong State-owned economic group, a leading digital services supplier in Vietnam and a digital transaction center in Southeast Asia and Asia.

Customer Portal is a project enable VNPT to touch customers at the right time, with the right content, at the right place. Purpose of this project is building a better customer experience while decreasing cost of customer service, and increasing VNPT’s revenue.

  1. The Situation Before the Innovation Takes Place

[pic 1]

In 2014, VNPT has plans to re-organize its member telecommunications companies under one firm called VNPT-Vinaphone is responsible for business and to establish two new member firms, namely VNPT-Media, operating in multimedia services, and VNPT-Net, specializing in network infrastructure. VNPT-Vinaphone with 63 business centers in 63 provinces and more than 11,000 points of sale across Vietnam.

Due to the history of VNPT, there are over 100 websites introducing, promoting products and services, telecommunications solutions and information technology. These websites has not been unified planning to make it difficult for customers to find and identify products and services. On the other hand, lack website or mobile app with customer self-care functions and do not engage, interact with customers.

These issues above that leads we think about change/innovation: VNPT should forming a customer service portal (Customer Portal) across the VNPT Group to support high-level sales, improve customer satisfaction, reduce churn, shorten the time needed to meet customer requirements, reduce the number of internal activities and cut costs. Customer Portal is also a channel promoting brand, images of VNPT with potential customers.

  1. Customer Portal Idea Generation Process

Ideas was generated from the IT&VAS department through formal processes, the unit responsible for organizing the implementation of MIS systems apply on full organization: ERP systems, BSS systems, OSS systems.

Firstly, IT&VAS was receiving and analyzing the needs of the subsidiary through multiple channels, synchronizing the business process, technology, people and status of legacy IT systems / IT Project. [pic 2]

  • Demand from customers, including end users, on the ability to automatically set up support services requirements in the most efficient and convenient way.
  • Requirements from within VNPT (including management levels from staff to senior management) on the management of all activities related to VNPT products and services.
  • Deloitte consultant on VNPT 3.0 strategy with best practice in customer experience management.

Secondly, IT&VAS dept. organize seminars on IT project / solutions to meet the needs, requirements with business units, technical units.



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