MINISTRY OF EDUCATION & TRAINING HOA SEN UNIVERSITY
FACULTY OF LOGS & INTL. TRADE
– – – – – b b b & a a a – – – – – WORK EXPERIENCE INTENRSHIP REPORT Course Name
: Work Experience Internship Class - Major : LG250DV01 Student Name : Huynh Gia Huy Student ID : 22108179 Company Name
: RCL (Vietnam) Co., Ltd. Internship Duration
: From 15/07/2024 To 30/08/2024
Professional Supervisor : Ms. Doan Nguyen Thanh Van Academic Supervisor : MBA. Pham Le Dung
Ho Chi Minh City, August 2024
MINISTRY OF EDUCATION & TRAINING HOA SEN U NIVERSITY
FACULTY OF LOGISTICS & INTERNATIONAL TRADE
– – – – – b b b & a a a – – – – – WORK EXPERIENCE INTENRSHIP REPORT Course Name
: Work Experience Internship Class - Major : LG250DV01 Student Name : Huynh Gia Huy Student ID : 22108179 Company Name
: RCL (Vietnam) Co., Ltd. Internship Duration
: From 15/07/2024 To 30/08/2024
Professional Supervisor : Ms. Doan Nguyen Thanh Van Academic Supervisor : MBA. Pham Le Dung
Ho Chi Minh City, August 2024 COMMITMENT STATEMENT
I have read and understood the acts constituting academic integrity
violations. I hereby pledge in my personal honor that this work is my own and does
not breach academic integrity. Date Month Year 2024
(Full Name and Signature of the Student) i ABSTRACT
As a third-year student majoring in Logistics and Supply Chain
Management, I recognize that acquiring practical experience and forging industry
connections are crucial for all students, especially in the field I am pursuing.
Therefore, I chose to undertake a two-month internship at RCL Vietnam Co., Ltd.
As an intern in the Customer Service department, my objective was to immerse
myself in a professional setting, experience corporate culture and gain a
comprehensive understanding of the role of a customer service specialist in a shipping company.
This internship is designed not only to expand my perspective on industry-
related work and shape my future career trajectory but also to provide me with the
opportunity to actively engage in professional tasks, shoulder responsibilities and
cultivate a refined work ethic and attitude. Through this report, I aim to
meticulously document the work processes, the invaluable experiences I have
gained and the limitations and challenges I have faced. This will enable me to
reflect on and assess my personal growth during the internship, serving as a
foundation for evolving into a more proficient and polished professional. The
report will offer insights into the strengths I have developed and the areas requiring
enhancement, thus guiding me in formulating a clear development plan and
advancing my skills in Logistics and Supply Chain Management. ii
GRATITUDE ACKNOWLEDGMENT
Firstly, I would like to express my heartfelt gratitude to Ms. Phan Thi Thu
Ha, the Location Head and Ms. Trinh Thi Hoan, Customer Service &
Documentation Manager, for their invaluable support throughout my internship at
RCL Vietnam Co., Ltd. Their endorsement and confidence have granted me an
exceptional opportunity for growth, enabling me to fully engage with and
understand the work environment at RCL. I am also thankful to Ms. Vu Thi
Phuong Thanh, Senior Executive in Admin & HR, for her crucial guidance, which
has significantly deepened my grasp of RCL's culture and work environment,
aiding my smooth integration and professional development. Moreover, I deeply
appreciate Ms. Doan Nguyen Thanh Van, Customer Service Officer, for her
outstanding mentorship and unwavering support, which played a key role in
navigating challenges and realizing my capabilities. Additionally, I am grateful to
the entire RCL team for fostering a dynamic and encouraging work atmosphere,
which made my internship both rewarding and inspiring, providing me with invaluable experience.
Finally, I would like to acknowledge the indispensable support of MBA.
Pham Le Dung, my esteemed academic advisor. Her generous investment of time
and her insightful guidance throughout my internship have been pivotal in shaping
my professional skills and career trajectory. Her exceptional role as a mentor,
coupled with her profound expertise, has not only provided me with invaluable
advice but also served as a significant source of inspiration. The depth of her
support has had a lasting impact on my development, for which I am deeply grateful. iii COMPANY’S APPRAISAL
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Ho Chi Minh City, Date Month Year 2024 SIGNATURE CONFIRMATION iv
ACADEMIC SUPERVISOR’S APPRAISAL
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Ho Chi Minh City, Date Month Year 2024 SIGNATURE CONFIRMATION v TABLE OF CONTENTS
COMMITMENT STATEMENT ......................................................................... i
ABSTRACT .......................................................................................................... ii
GRATITUDE ACKNOWLEDGMENT .......................................................... iii
COMPANY’S APPRAISAL ............................................................................... iv
ACADEMIC SUPERVISOR’S APPRAISAL ................................................... v
TABLE OF CONTENTS .................................................................................... vi
LIST OF FIGURES, TABLES AND DIAGRAMS .......................................... ix
LIST OF ABBREVIATIONS ............................................................................ xv
INTRODUCTION ................................................................................................ 1
SECTION 1: INTRODUCTION TO THE HISTORICAL FORMATION
AND GROWTH OF RCL IN VIETNAM .......................................................... 3
1.1 Introduction to RCL Vietnam Co., Ltd. ....................................................... 3
1.1.1 The Historical Development and Growth of RCL ................................... 4
1.1.2 RCL's Vision, Mission and Core Values ................................................... 7
1.1.3 General Information about RCL Vietnam Co., Ltd. ............................. 11
1.2 Organizational Structure of RCL in Vietnam ........................................... 13
1.2.1 Organizational Chart of the Company .................................................... 14
1.2.2 Departmental Functions and Duties within the Organization .............. 15
1.2.3 Introduction of Intern Department: Customer Service Department ... 18
1.3 Types of Products and Services Offered by the Company ....................... 21
1.4 The Company’s Business Partners ............................................................. 25
1.5 The Company’s Competitors ...................................................................... 26
1.6 RCL’s Operational and Business Performance from 2021 to 2024 ......... 28
1.6.1 RCL's Revenue Structure in the Vietnamese Market ........................... 28 vi
1.6.2 Summary of Global Operations and Financial Performance of RCL .. 29
1.7 RCL Vietnam Co., Ltd. Analysis Based on the S.W.O.T Model .............. 35
SECTION 2: DUTIES AND TASK COMPLETED DURING THE WORK
INTERNSHIP AT RCL VIETNAM CO., LTD. ............................................. 45
2.1 Personal Objectives for the Internship ....................................................... 45
2.2 General Introduction of Job Duties and Work Applications ................... 46
2.3 Professional Tasks ........................................................................................ 51
2.3.1 Necessary Considerations Prior to Confirming Booking ...................... 52
2.3.1.1 Check Delay Notice and Earlier Departure Notice in Outlook ................ 52
2.3.1.2 Inspect the Report on the Number of Specific Special Containers .......... 53
2.3.1.3 Review the Updated Container Quantity Report at Depots ..................... 55
2.3.1.4 View the Updated Cut-off Times for Services ......................................... 56
2.3.1 Task 1: Approve E-Booking for the Customer ....................................... 57
2.3.2.1 Task 1.1: Approve Booking Note for 20’GP/40’HC Containers .............. 77
2.3.2.2 Task 1.2: Approve Booking Note for 40’RH Containers ........................... 82
2.3.2.3 Task 1.3: Approve Booking Note for Free-Use Containers ....................... 90
2.3.2.4 Task 1.4: Approve Booking Note for Tank Containers .............................. 98
2.3.2.5 Task 1.5: Approve Booking Note for VIP Customer ............................... 103
2.3.2 Task 2: Revise Booking Note Following Requests ................................ 108
2.3.2.1 Task 2.1: Revise Booking Details to Meet Customer Requirements ..... 109
2.3.2.2 Task 2.2: Cacellation/Reject Booking ........................................................ 113
2.3.3 Task 3: Communicate Directly with Customers via Email for Booking
Related Matters ................................................................................................ 120
2.4 Additional Support Tasks .......................................................................... 123
2.4.1 Task 4: Assist the Sales Department in Applying Quotation Number to
Booking Note ..................................................................................................... 123 vii
2.4.2 Task 5: Assist Customer Service Specialist in Reminding Others About
Stuffing Plan ..................................................................................................... 125
SECTION 3: GAINED EXPERIENCES AND SKILLS THROUGHOUT
THE WORK EXPERIENCE INTERNSHIP ................................................ 127
3.1 Gained Experiences .................................................................................... 127
3.2 Skills Developed .......................................................................................... 128
SECTION 4: SELF-ASSESSMENT ............................................................... 130
4.1 Evaluation Based on the Objectives Set During the Internship ............. 130
4.2 Assessment According to the Outcomes Achieved .................................. 131
4.2.1 Assessment of Outcomes from Completed Tasks ................................. 131
4.2.2 Assessment of Results from the Report's Outcomes ............................ 132
4.3 Feedback from Supervisor and Peer Reviews ......................................... 132
CONCLUSION ................................................................................................. 134
LIST OF REFERENCES ................................................................................ 135
APPENDIX ....................................................................................................... 138
Appendix A: Documents related to RCL Information ................................. 139
Appendix B: Documents related to Work Results ........................................ 152 viii
LIST OF FIGURES, TABLES AND DIAGRAMS v List of Figures:
Figure 1: Logo and Name of RCL ......................................................................... 3
Figure 2: RCL’s Dolphin Internal System Interface .............................................. 5
Figure 3: Mr. Twinchok Tanthuwanit, Managing Director of RCL, represented in
receiving the Best Company of the Year 2023 Award ........................................... 6
Figure 4: RCL's Mission Aims ............................................................................... 8
Figure 5: Five Core Values of RCL ....................................................................... 9
Figure 6: RCL's Logo ........................................................................................... 11
Figure 7: Customer Service & Ducumentation Department Chart ...................... 18
Figure 8: CS Dept Working Areas for Interns and Staff ...................................... 19
Figure 9: RCL’s containers are in the process of being loaded at the port .......... 22
Figure 10: The Interface of RCL’s Website ......................................................... 24
Figure 11: RCL's User Interface ........................................................................... 24
Figure 12: S.W.O.T Analaysis of RCL Vietnam Co., Ltd. .................................. 35
Figure 13: Delay Notice via mail ......................................................................... 38
Figure 14: Information about Routing in Dolphin ............................................... 39
Figure 15: Total Investment Capital Demand for the Port System by 2030 and
Growth Rate by 2050 ........................................................................................... 41
Figure 16: Outlook User Interface ....................................................................... 46
Figure 17: Skype User Interface after Login ........................................................ 47
Figure 18: Dolphin Homepage Interface after Login ........................................... 48
Figure 19: PDF Expert Dashboard and Tools ...................................................... 49
Figure 20: Drive and Sheets Files used throughout the Internship ...................... 50
Figure 21: Email Notification of Vessel Delayed Arrival at Port ........................ 52
Figure 22: Email Notification of Vessel's Early Departure from Port ................. 53
Figure 23: Free-use Container Booking Report ................................................... 54
Figure 24: Reefer Container Booking Report ...................................................... 54 ix
Figure 25: Booking Request Auto-sent to Customer Service Team via Email .... 60
Figure 26: Group Conversation on Booking-Related Information ...................... 61
Figure 27: Dolphin System Login Screen ............................................................ 62
Figure 28: Dolphin System's Booking Features ................................................... 62
Figure 29: Booking Search Screen ....................................................................... 63
Figure 30: Search Booking using the Booking Number ...................................... 63
Figure 31: Search Booking using the Booking Ref .............................................. 64
Figure 32: Routing Tab Interface ......................................................................... 64
Figure 33: Product Catalogue for Direct Route ................................................... 65
Figure 34: Product Catalogue for Transshipment Route ...................................... 66
Figure 35: Equipments Tab Interface for COC .................................................... 67
Figure 36: Equipments Tab Interface for SOC .................................................... 67
Figure 37: Finalized Quotation Lookup for Quotation Number Search .............. 68
Figure 38: General Tab Inerface .......................................................................... 69
Figure 39: Internal Remarks ................................................................................. 69
Figure 40: Detailed Information on Print Remarks for COC ............................... 70
Figure 41: Detailed Information on Print Remarks for SOC ............................... 70
Figure 42: Charges Tab Interface ......................................................................... 71
Figure 43: Basic Toolbar before saving Booking ................................................ 71
Figure 44:Basic Toolbar after saving Booking .................................................... 72
Figure 45: Auto-Send Email for Confirming Approved Booking ....................... 73
Figure 46: Auto-Send Email for Confirming Approved Booking ....................... 74
Figure 47:Booking Request for 40’HC Container ............................................... 77
Figure 48: Selecting Route for BK BSGNC24031571 ........................................ 78
Figure 49:Adjust Equipments for BK BSGNC24031571 .................................... 78
Figure 50:Checking General Information for BK BSGNC24031571 .................. 79
Figure 51: Details Remarks for BK BSGNC24031571 ....................................... 80
Figure 52: Comfirmed Booking Email for BK BSGNC24031571 ...................... 80
Figure 53:Booking Note BSGNC24031571 ........................................................ 81 x
Figure 54:Booking Request for 40’RH Container ............................................... 82
Figure 55: Selecting Route for BK BSGNC24031461 ........................................ 83
Figure 56: Adjust Equipments for BK BSGNC24031461 ................................... 83
Figure 57: Modify the Equipment Details in BK BSGNC24031461 ................... 84
Figure 58: aChecking General Information for BK BSGNC24031461 ............... 84
Figure 59: Adjust Commodity Details for BK BSGNC24031461 ....................... 85
Figure 60: Reefer Commodities Window ............................................................ 85
Figure 61: Details Remarks for BK BSGNC24031461 ....................................... 86
Figure 62: Comfirmed Booking Email for BK BSGNC24031461 ...................... 87
Figure 63: Booking Note BSGNC24031461 ....................................................... 88
Figure 64: Updated Information List for BK BSGNC24031461 ......................... 89
Figure 65: Booking Request for 40’HC Container (Free-Use) ............................ 90
Figure 66: Selecting Route for BK BSGNC24030804 ........................................ 91
Figure 67: Adjust Equipments for BK BSGNC24030804 ................................... 91
Figure 68: Checking General Information for BK BSGNC24030804 ................. 92
Figure 69: Comfirmed Booking Email for BK BSGNC24030804 ...................... 94
Figure 70: Pre-Adjustment MT Pickup Information for Free-Use Booking ........ 94
Figure 71: First and Second Pages of Pre-Adjustment ........................................ 95
Figure 72: Depot Information to be added for BK BSGNC24030804 ................ 96
Figure 73: Revised First and Second Pages ......................................................... 96
Figure 74: Email Content for Free-Use Booking ................................................. 97
Figure 75: Booking Request for 20’TK Container ............................................... 98
Figure 76: Selecting Route for BK BSGNS24031416 ......................................... 99
Figure 77: Adjust Equipments for BK BSGNS24031416 ................................... 99
Figure 78: Checking General Information for BK BSGNS24031416 ............... 100
Figure 79: Comfirmed Booking Email for BK BSGNS24031416 .................... 101
Figure 80: Booking Note BSGNS24031416 ...................................................... 102
Figure 81: Booking Request from VIP Customer .............................................. 103
Figure 82: VIP Customer List Interface in Booking Search .............................. 104 xi
Figure 83: Selecting Route for BK BSGNC24031384 ...................................... 104
Figure 84: Adjust Equipments for BK BSGNC24031384 ................................. 105
Figure 85: Checking General Information for BK BSGNC24031384 ............... 106
Figure 86: Booking Note BSGNC24031384 ..................................................... 107
Figure 87: Email Request for ETD Revision on Booking Note ......................... 110
Figure 88: Email Request for Vessel Revision on Booking Note ...................... 110
Figure 89: Email Request to Change Container Type on Booking Note ........... 111
Figure 90: Email Request for MT Pickup Depot Revision on Booking Note .... 111
Figure 91: Email Request for Laden Drop-off Place Change on Booking Note 112
Figure 92: Email Request for Cacelling Booking .............................................. 114
Figure 93: Dolphin System's Tool Bar Features ................................................ 115
Figure 94: Cacel/Reactivate Booking Screen ..................................................... 115
Figure 95:Reasons Tab Interface ........................................................................ 115
Figure 96: General Tab of Cancel Feature ......................................................... 117
Figure 97: Summary List of Booking Information for Vessel Imke Schepers .. 118
Figure 98: Reefer Container Booking Report .................................................... 118
Figure 99: Freeuse Booking Monitoring Report at Apectrans Depot ................ 119
Figure 100: Email Requesting Customer to Provide Information ...................... 122
Figure 101: List of Bookings Requiring Quotation Updates ............................. 124
Figure 102: Booking Information for Vessel KMTC Tokyo before filter ......... 125
Figure 103:Email Reminder about Stuffing Plan ............................................... 126 xii v List of Tables:
Table 1: Employee Count Statistics by Country for the Years 2022 and 2023 .... 13
Table 2: The Leadership Team of RCL in Vietnam ............................................. 15
Table 3: Key Personnel in the Customer Service Department ............................. 20
Table 4: RCL Revenue Structure by Geographical Area or Market .................... 28
Table 5: Consolidated Data on Revenue, Expenses, and Profit of RCL .............. 30
Table 6: Updated List of Empty Containers in HCMC via mail .......................... 38
Table 7: Updated List of Container Volumes at ICDs ......................................... 55
Table 8: RCL' Regulations about CY Cut-off Time ............................................ 56
Table 9: List of Depots Providing Free-Use Containers for RCL Vietnam ......... 93
Table 10: Updated List of Shipments with Free-Use Containers ......................... 97
Table 11: RLC’s Cancel/Reject Reasons List .................................................... 116 xiii v List of Charts:
Chart 1: Organizational Structure of RCL (Vietnam) - HCM Branch Office ...... 14
Chart 2: Financial Summary of RCL from 2021 to June 2024 ............................ 30
Chart 3: RCL Freight Rate from 2019 to 2023 .................................................... 31
Chart 4: RCL Financial Performance Overview for Q1 and Q2 2024 ................. 32
Chart 5: RCL’s Financial Report for the First Half of 2023 and 2024 ................ 34
Chart 6: Flowchart for Acquiring Booking Note from the Shipping Lines ......... 51
Chart 7: Booking Approval Process Flowchart in the Dolphin System ............... 58
Chart 8: Cancal/Reject Booking Process Flowchart in the Dolphin System ..... 113 xiv LIST OF ABBREVIATIONS Abbreviations Meaning 20’GP
20 Feet General Purpose Container 20’TK
20 Feet Tank Container/Tanktainer 40’HC 40 Feet High Cube Container 40’RH
40 Feet High Cube Reefer Container BK Booking COC Carrier Owned Container CS Customer Service CY Container Yard DG Dangerous Goods E-SI
Electronic Shipping Instructions Electronic Chart Display and ECDIS Information Systems ETA Estimated Time of Arrival ETD Estimated Time of Departure FCL Full Container Load GDP Gross Domestic Product HS Code Harmonized System Code ICD Inland Container Depot ID Identification IMF International Monetary Fund LCL Less than container load xv Non Vessel Operating Common NVOCC Carrier OPS Operations PDF Portable Document Format POD Port of Discharge POL Port of Loading POR Port of Receipt
Regional Container Lines Public RCL Company Limited RCL Vietnam Co., Ltd. RCL Vietnam Company Limited. SEO Search Engine Optimization SET
The Stock Exchange of Thailand SGGP Building
Bao Sai Gon Giai Phong Building SOC Shipper Owned Container St. Street TEU Twenty-foot Equivalent Unit VGM Verified Gross Mass VIP Very Important Person WMS Warehouse Management System xvi INTRODUCTION
As a junior at Hoa Sen University, I am always proud of the five core values
of World-class education: "International Standards; Respect for Differences;
Entrepreneurial Spirit; Real Learning by Doing; Vivid Experience". Among these,
"Real Learning by Doing" is the value I have particularly pursued since I first
stepped through the prestigious doors of the university and has served as my
guiding principle from the early days of my studies to the entirety of my internship
at RCL Vietnam Co., Ltd.’s Customer Service Department. The value of "Real
Learning by Doing" provides not only a learning principle but also a philosophy
of life, serving as an important bridge between academic theory and practical work
by entering the working environment at RCL, I had the invaluable opportunity to
reassess the knowledge acquired from the university and identify gaps in practical
experience within the industry, thus equipping myself with practical insights
applicable to the future of the transport and logistics sector in Vietnam.
The transition from the classroom to the corporate environment is not
merely about applying theory to practice but also a process of exploring and
enriching knowledge through real-life experience. This has allowed me to
recognize shortcomings and set goals to achieve during my experience internship:
Objective 1: Develop and cultivate a strong sense of responsibility towards
work, enhance self-discipline in adhering to company regulations, policies and
strictly comply with the organization's disciplinary frameworks.
Objective 2: Apply knowledge from specialized courses in Logistics,
Economics, Commerce, Management, Technology, and other relevant areas,
complemented by technical skills, to identify both consistencies and discrepancies
between theoretical concepts and practical work. Additionally, leverage soft skills
to enhance work efficiency, maximize team productivity and consistently maintain professionalism in all tasks.
Objective 3: Evaluate my adaptability, resilience and overall fit within the
company and office environment during the internship, to make well-informed
decisions about my future career path. 1
Objective 4: Challenge myself to deliver an exceptional internship report
in English and attain outstanding results, earning recognition and commendation
from both the supervising lecturer and the report evaluator.
To provide a comprehensive evaluation of the internship's outcomes and
progress towards achieving the set personal goals, this internship report not only
synthesizes relevant information and data but also employs a variety of research
methods, including methodological approaches, qualitative and quantitative
methods, modeling techniques, as well as primary and secondary data collection
and analysis, to present an overview of RCL Vietnam Co., Ltd. Additionally, the
report details the activities and tasks I undertook during my internship at the
Customer Service department of the company, with content presented clearly and
organized into specific sections as follows:
Section 1: General Introduction to the Historical Formation and Growth of
Regional Container Lines Public Company Limited in Vietnam
Section 2: Duties and Tasks completed during the Work Experience
Internship at Regional Container Lines Vietnam Company Limited
Section 3: Gained Experiences and Skills throughout the Work Experience Internship
Section 4: Self-Assessment 2