Documente Academic
Documente Profesional
Documente Cultură
WORD COUNT
Number of Pages: 23
Number of Words: 4261
Word count is exclusive of the followings:
Cover Page
Content Page
Conclusion
Tables
Graphs
Titles/Headings
Page 1
L/601/0950
Table of Contents
Introduction....................................................................................................................................3
1.1 The range of decision taken by managers at Mobifone........................................................4
1.1.1 Strategic Decision Level:..................................................................................................4
1.1.2 Tactical Decision level:......................................................................................................4
1.1.3 Operational Decision level:..............................................................................................5
1.2 The information and knowledge need for decision:.............................................................5
1.2.1 Strategic information:.......................................................................................................6
1.2.2 Tactical information:.........................................................................................................7
1.2.3 Operational information:.................................................................................................8
1.3 Internal and External sources of information in organization............................................9
1.3.1 Internal sources:..............................................................................................................10
1.3.2 External sources:.............................................................................................................10
1.4 The recommendation for improvement:..............................................................................11
2.1 Stakeholder for decision-making process at Mobifone:.....................................................12
2.2 Survey about product and services of Mobifone:...............................................................13
2.3 Developing business relationship with stakeholders:.........................................................15
2.4 Recommendation for improvement decision-making process and development of
company:......................................................................................................................................16
Conclusion....................................................................................................................................18
References:...................................................................................................................................19
Appendix 1: The Mobifone Customer Satisfaction Survey......................................................20
Mobifone Customer Satisfaction Survey...................................................................................20
Page 2
L/601/0950
Page 3
L/601/0950
Introduction
In todays business environment, information and knowledge is very important because manager
can use them to make decision. This is the reason why all manager should be provided good
information and knowledge. Mobifone is one of three biggest mobile network in Vietnam with
specialize in building, developing network and providing mobile telephony. This report from the
Management Information System (MIS) department of company. This report will introduce the
effective of information in organization and what types of them that manager need to collect such
as external, internal, primary and secondary data. In addition, the report is also show the
important of stakeholder in decision-making process and strategies to improvement for company.
The information of this assignment access all of the current research resources such as textbook,
study guide, tutorial and so on. It will be presented in references at the end of assignment.
Page 4
L/601/0950
L/601/0950
is also relate to the economic use of resources. In the case of Mobifone, middle manager will
decide what the plan and mission for one month. They can create some project to promotion the
image of company in public such as advertisement on television, newspaper or websites The
Supervisory Board special focus on the financial performance with policies by conducting
meeting, together with regular meeting, discussion and email communication to conduct major
task as follow, to ensure the stakeholders right. .
1.1.3 Operational Decision level:
These decisions involves in short-term and focus on the effectiveness of task carried out on daily
basic. It usually solve the problem through the action of employees or customer services.
Manager at this level decide the daily activities happen in company. In Mobifone, manager
usually solve the problem from customers complaint about services of company. The manager
will make decision all daily activities to make sure the system run smoothly.
Example of unstructured and structured decisions at the different levels of management will
show in the following table.
Level of
Decision
management
Top
Strategy planning for company
(Managing
Director)
Middle
Example
major investment.
Support for strategy planning
(Production
Manager)
Operation
(Production
Supervisor)
L/601/0950
cost or making the operation more efficient and improve customer services. In order to ensure an
effective decision, manager need to have some kind of information that can be analyzed into
three levels. There are strategic, tactical and operational information. To get the highest effective
decision, the company need to know information about competitor, consumer and market.
1.2.1 Strategic information:
Directors and senior managers always use this type of information to plan the organizations
overall objectives and strategy. Making the plan for future so the report of forecast sales growth
or profitability and market share is very important. In recent years, the Vietnamese
telecommunication market have growth rapidly with billion profit. Vietnam have more 90
million people so the number of mobile network subscribers increased quickly day by day. It is
great potential to expand business and attract new customer.
Page 7
L/601/0950
Figure 3 The market share of Vietnam Mobile Services Operator (Vietnam ICT White
Book, 2012)
From the figure, it is clear that Viettel, Vinaphone and Mobifone remain the market leader with
the majority of market share. However, in recent years the market share dropped sharply from
29,11 % down to 17,9. The development of competitor especially Viettel is the main reason for
this. Therefore, the board of manager should have more policy and strategic plan to recover the
business of Mobifone.
1.2.2 Tactical information:
It mainly use at middle level of manager. The main purpose of tactical information is support
manager or supervisor manage and control some activities such as pricing, purchasing,
distribution and stocking. There are some tactical information that manager must know such as a
twelve-month budget of sales analyzed by production department or the plan for next month.
Especially, human resources manager want to know information about employees to support the
training.
Page 8
L/601/0950
Figure 5 The revenue of Mobifone from 2005 to 2013 (Mobifone History, 2013)
1.2.3 Operational information:
It is used by front-line manager such as supervisors or head clerks to ensure that specific tasks
are planned and carried out properly within a factory or office etc. (Management:
Communications and Achieving Results). The main operational information of Mobifone is
machine output statistics, delivery schedules, list of customer complaint etc. Mobifone is a
telecommunication services company so the equipment to build and operate network is very
Page 9
L/601/0950
important. This is the reason why the company always check and maintenance to ensure
everything run smoothly. The quality of services according to telecommunication companies
own evaluation have improved in recent years.
L/601/0950
organization. A large organization will have many level of management. In the strategic
management, manager usually use more of external information to make decision and create
planning more than lower level. In the hierarchy structure, decision maker always require good
information from different department for taking decision. In conclusion, the effective of
information depend on the quality of sources and the skill for sender to collect and analyze data.
Page 11
L/601/0950
L/601/0950
is also important affect the making-decision. In the case of Mobifone, company have tall
structure with many level management and department so the manager should build a flexible
system that the speed of connection among departments is quickly and smoothly. Manager of
company can take a quick action to solve the customers complaint
L/601/0950
for manager to expand and build the brand image. By providing product such as mobile card and
packages services in retailer store, customer can easy to know and buy them. Retailer store is
always important partner to help Mobifone attract new user.
Government has a big role in the making-decision process of company. Because the government
generate the law such as competition law and economic policies that it will effect on
performance of company. From this point, Mobifone should follow to meet the governments
objectives.
https://docs.google.com/forms/d/1TH-
4pFXCrQBSqmXM5knIlQwGvx8cOjvflOtfgd7x_fU/viewform
23%
Internet
14%
Friend, family
36%
Events, conferences
18%
Others
9%
Table 2 The percent of source information of customer.
Page 14
L/601/0950
Types of paid
Pre-paid
46%
Post-paid
54%
14%
3%
15 - 24
24%
25 - 34
35 - 44
45 - 54
> 55
24%
34%
Page 15
L/601/0950
The Awareness
Yes
48%
No
52%
Page 16
L/601/0950
relationship between stakeholders. There are some way can develop the business relationship in
organization.
Mobifone can organize special event in cultural, artistic and entertainment program for
promotional purpose. In addition, company can offer the customer rewards for VIP such as
tourist or special discount packages. Thus, the customer loyalty will increase then they can spend
more money for service and product of company. The brand image also improve and attract more
new customer. Building social networking sites is a huge opportunity for improving contact with
stakeholders. Advertisement with many discount program will help company to sell more
product and attract more customers. Beside the customers relationship, Mobifone should focus
on caring their employees. Company can organize an employee of the month program to
motivate them to serve the customer in the best way possible. Mobifone is a services company so
they can send the message or email to customer, supplier or partner also improve the stakeholder
contact.
In business, a good supplier relationship can support and create the value for company.
Therefore, manager must have suitable strategy to improve this relationship. For example,
company can share the information and future plan for best supplier. Inspiring, encouraging the
key supplier is also good way to improve. All stakeholder mentioned above have big effect on
the decision-making process of company. Making contact with stakeholder, company can
organize an informal meeting for any group of stakeholders. It can create a relaxed atmosphere
and they can meet the representative of company to discuss problem
L/601/0950
other competitors in market. Expand the mobile network cover whole Vietnam is the big
advantages to compete other rivals in market. The next plan is research and develop more value
added services (VAS) for users. The development of 3G is the huge opportunities for some
services such as mobile internet, video call, mobile TV, etc
The main customer of Mobifone is young people who have high demand to use mobile phone. In
order to attract new user, social media is a best way to attract new user while building the brand
image of company. Mobifone can use Facebook or Twitter as channel to promotion services and
product. All customer can follow and update information quickly that is make they feel
comfortable. Mobifone can create the brand profiles on social network such as Facebook fan
pages or make advertisement via podcast and application. The method will help company build
the strong brand image as good and high-class services. Customers loyalty is another important
factor that increase barrier for new entrant into market. By having a quality product, company
can reduce the time that is needed for corrective maintenance and more time to support the
customer. From the information of customer survey, company must have plan to expand the
customer care division under marketing department. Developing the ability and skill for
employees is very important. The services sector is very difficult so it always requires the high
quality. Therefore, Mobifone can open a short term or long term training courses on expertise
and management for front-line staff.
Improving the effective of management information systems (MIS) can help manager decide on
development strategy and annual business plan of company. Mobifone should focus on
marketing department to create the suitable strategy plan in short-term or long-term. Besides
MIS, company can also use decision support systems (DSS). This tool will analyze the firm
database and help in making-decisions process on issues. Building a good system with modern
equipment will make company run better.
Page 18
L/601/0950
Conclusion
The mobile network market is very tough. In order to survive and successful in business,
company need to have good information and knowledge. The acquired data of some information
system such as MIS, DSS will support manager make decision and design the strategy planning.
Therefore, Mobifone can focus on the important factors to meet and reach the satisfaction of
customer and then they build the strong position of company in market. It is the important of IT
system within an organization as a management tool for collecting and providing access to
information.
Page 19
L/601/0950
References:
Business Environment (2010). Essex: BP Learning Media.
Commitment with customer of Mobifone (2013) [online] available from:
Decision-making in business (2013) [online] available from:
http://en.vietnamplus.vn/Home/Vietnams-2013-ICT-White-Book-released/20139/38957.vnplus
(26 December 2013)
http://tutor2u.net/business/organisation/decisionmaking.htm (27 December 2013)
https://www.mobifone.com.vn/portal/en/services/home/mobifone_customer.jsp (26 December
2013)
https://www.mobifone.com.vn/portal/en/services/home/mobifone_history.jsp
(26
December
2013)
Management: Communications and Achieving Results (2010). Essex: BP Learning Media.
Mobifone History (2013) [online] available from:
Vietnams ICT White Book released (2013) [online] available from:
Page 20
L/601/0950
L/601/0950
Vietnammobile
Beeline
Others.
Question 4. Are you aware about Mobifone?
Yes
No
Question 5. How do you know the Mobifones services?
Advertisement on newspaper, television
Internet
Family, friend
Events, conferences
Others.
Question 6. Which of the following services do you use of Mobifone?
Pre-paid
Post-paid
Question 7. Which services are more interest for you?
Call rates
SMS
Network (3G)
Valued Add Services (VAS)
Question 8. How do you compare the Mobifones price with other competitors?
Good
Normal
Page 22
L/601/0950
Poor
Question 9. How much money do you spend monthly?
Smaller 50000 VND
50000 VND
Larger 50000 VND
Others.
Question 10. What is the quality of Mobifones services?
Excellent
Good
Normal
Poor
Very poor
Question 11. Are you satisfy with the Mobifones services?
Yes
No
Question 12. What make you unaware Mobifones services?
Less Advertisement
High prices
Less Value Add Services
Other.
Page 23
L/601/0950
Page 24