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Công ty CP Bán Lẻ Kỹ Thuật Số FPT / Company infomation  / The culture of not blaming in FPT Shop: Stop saying “Because, due to, etc.”, no one forces you to be in this position, once you are, you have to do your best!
2 Sep

The culture of not blaming in FPT Shop: Stop saying “Because, due to, etc.”, no one forces you to be in this position, once you are, you have to do your best!

“Do what you say” is a big campaign of FPT Shop in 2018. “We always say to each other that: In each position, whether high or low, no one can force us to be there. Therefore, once we are in, we have to try our best to fulfill our mission in that position”, said FPT Retail General Nguyen Bach Diep.

 

 

Sharing the core values ​​of FPT Retail, Mrs. Nguyen Bach Diep – the President and the CEO said: There are 3 core values ​​through all the activities and the employees’ awareness, including:

– Dedicate to the customer

– Be honest, do what you say

– Have internal support and solidarity

“Do what you say” is a big campaign of FPT Shop in 2018, accordingly, the company will completely turn to the culture “do not explain; take the responsibility and make every effort to do what you have committed”.

“We always say to each other that: In each position, whether high or low, no one can force us to be there. Therefore, once we are in, we have to try our best to fulfill our mission in that position. Because of that, we have to be responsible with our life and our choice. Stop saying “because, due to, etc.”, saying “I’ll take the responsibility, I commit, I am trying my best”, instead”, shared Mrs. Diep

No one can force us to be in any positions. Therefore, once we are in, we have to try our best to fulfill our mission.

The value of “Do what you say” to the Shop chain – who are directly serving the customers, is a big commitment to the customers that the Shops must do. With the support team, the Shop chain is the customers, when not able to support the Shop chain best to satisfy the customers, the support team must take responsibility, not blame, and immediately remedy.

The value of Honesty, “Do what you say” are quite similar to the values in culture of the rivalries of FPT Shop – Mobile World. Nguyen Duc Tai, the Chairman and General Director of the Mobile World, once bluntly shared the value of honesty, when he found out that his shop was selling legally external products, Mr. Tai fired 25 employees in a day, the store was closed all week to recruit the new employees.

When asked that whether the cultural values of FPT Shop have been drawn from Mobile World, Mrs. Diep said: “I do not think that the cultural values can be copied from anyone, if any, they are learned from. It is like when we read a good book, when we have finished it, we can draw some things to apply for our company”.

 

Customers are the center, when the customers buy error products, the products are brought “back” more than twice, the employees must take the initiative to exchange the equivalent product for the customers.

For 6.000 employees, FPT Retail has eternally managed by building a detailed KPI ((measurement system and performance evaluation system) at each stage and position so that each person is self-aware to do best their job, and all the criteria are measured by the satisfaction of the customer to evaluate the job performance.

The representative of FPT Shop has the perspective: To keep the customers is not only the responsibility of each individual of the customer care service, but of all other departments of the company, even from the admin. All are involved, though not directly.Therefore, the KPI System has to be built in order to digitize all the departments, even including Back Office. And KPIs are not the ones on paper, but the ones directly affect the monthly, quarterly, and annual earnings, affect the number of shares that each position is entitled to hold under the ESOP program (The plan to implement the ownership of shares for the company’s employees)One of the examples for the value of considering the customers are the center is that FPT Retail has imposed a warranty policy that is more extraordinary than the direct one from the manufacturers.

 

For example, the products under warranty must be received and repaired at least one week (the % data of the products that is used to return to the customers is based on the date of the warranty center), in case the products are returned more than twice, FPT Retail must take the initiative to exchange the equivalent product for the customers.

“This may cause financial damage for FPT Retail but we are still determined to invest in such service to improve the quality”, said Mrs. Diep.

This is also the reason why FPT Retail has applied a large number of new technologies in the customer care service and eternal management. For instance, chatbot FPT.AI – this virtual assistant initially supports the employees in any positions to automatically look up any procedures, work instructions, sales policies, promotions, etc. which are already abundant and difficult to remember.

“Instead of clicking in each folder, then search in a bunch of folders the information relating to them, now, they just need to declare their location, position and insert the key words, the virtual assistant will help to find the information that they want very quickly”, the Chairman and General Director of FPT Retail explained.

Moreover, that can be seen in optimizing the sales, reducing the purchasing process of the customers from 30 minutes to 10 minutes with the Sales employees cum jobs of the accountant and the technical employee with the support of the sales supporting system mPOS.

This system allows the Sales employees to search for products, give advice on the products, compare the products and provide all the information related to the products such as price, promotion, configuration, etc. for the customers without having to remember hundreds of, thousands of models. Besides, this system also helps the sales procedures faster because it is paperless – the Sales employees just need to insert the buyer’s information into the app, the accountant can immediately send invoices and collect payment without re-typing.

Another technology that Mrs. Diep takes pride in FPT Retail is that the camera counting system helps to evaluate the interest level of the customers to each of the program, through which will help the Shop to modify promptly in order to increase the attraction, measure the volume of customers entering into the Shop at the same time. From that, there will be an optimal plan of resources and costs.

According to the latest report of Euromonitor, FPT Shop is the most effective retailer in Vietnam with the revenue on each m2 of the area at 15.717 USD/m2 whilst Mobile World, who has the highest revenue, has the revenue of only 5.076 USD/m2.

Calculating on the revenue that each employee has brought, FPT Shop has also surpassed the Mobile World. At the present, each employee of FPT Shop brings for the company the revenue of 2.2 billion VND. Meanwhile, with the number of over 36,000 employees, each employee of the Mobile World brings about 1.8 billion.

 

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