| Abstract | The author of this study would like to contribute to the development of Long Thanh
Sonadezi Company. Through the project, I would like to report to the Board of Directors
who made decision to set up the technical department the performance and effectiveness.
In other words, I would like to report the aspects that the technical department has
achieved and aspects that need improving. This report is to find out the root causes, which
make customers unsatisfied. Based on the finding, the author will propose several solutions
to improve customers’ satisfaction.
The author used customer survey data in years before and after the technical department
establishment in order to find out the strength and weakness. Through interview, the author
finds out that the establishment of the Technical Department has improved the customer’s
satisfaction.
First of all, the green and landscape caring activities in Long Thanh activities has been
well implemented and so has the hygiene activities. As a result, customers are more
satisfied with this aspect.
On the other hand, there are still aspects, which need improving to gain more customers’
satisfaction. These include traffic light system, water supply, quality of repair work and
services.
For traffic light system, the Technical Department has their staffs to check around the
industrial zone and submit report by the end of the days. On the other hand, the
Department also has maintenance plans.
For water supply, the quality of water will be checked before it is pumped into the
industrial zone. Besides, the Department also has staffs to have a quick test at the pumping
station before pumping to factories in the industrial zone. Water pressure is one of the
important factors. Thus, Long Thanh Sonadezi carries its weekly pumping maintenance
meanwhile informing customers the water reserve plans as well as replacing old pumping.
Moreover, there will be more backup pumping machines.
For the quality of repair work, the Technical Department has their staff to carry out
periodical maintenance as well as replacing broken equipment for customers. In addition,
professional contractors will be carefully chosen to assure the quality of the repair work.
Finally, assigning duties to experienced supervisors of the technical department to
supervise the repairing process of contractors.
For the quality of service, the Technical Department will have their employees to attend
short and long-term course on communication or attend foreign language courses.
Moreover, the Department also concentrates on recruiting excellent candidates as well as
hiring consultant in order to assure the quality of service.
Last but not least, the Department is building an incentive scheme to motivate its
employees to do their best to meet the goal of the company. |