Analysis of translation & interpretion in vng business activities and feasible solutions.docx

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MINISTRY OF EDUCATION & TRAINING
…………..o0o…………..
ANALYSIS OF TRANSLATION & INTERPRETION IN
VNG BUSINESS ACTIVITIES AND FEASIBLE
SOLUTIONS
Lecturer:
Students:

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TABLE CONTENTS
Table Contents......................................................................................................................2
PICTURES ...........................................................................................................................4
TABLES ...............................................................................................................................4
A. THE BEGINNING ........................................................................................................6
I – Reason for choosing this topic....................................................................................6
II – Limitation of the topic...............................................................................................7
III – Range of the Research..............................................................................................7
B – THE CONTENT............................................................................................................9
CHAPTER 1: INTRODUCTION OF CO. INVESTMENT TRADING AND VIETNAM
GLOBAL SERVICES..........................................................................................................9
1.1 VNG Overveiw .......................................................................................................9
1.1.1. VNG History.................................................................................................9
1.1.2 Organizational structure....................................................................................10
1.2 VNG Development of service and mission & vision...............................................14
1.2.1 Development of service ....................................................................................14
1.2.2 mission & vision ...............................................................................................14
CHAPTER 2: THEORETICAL BASIS.............................................................................16
2.1 Translation in business............................................................................................16
2.1.1 Definition of Translation .................................................................................16
2.1.2 Kinds of translation...........................................................................................16
2.2 Interpreting skills .....................................................................................................16
2.3 Customer service......................................................................................................17
2.3.1 Difference between CUSTOMER and CLIENT ..............................................17
2.3.2 Definition of customer service.........................................................................18
2.3.3 Customer service skills .....................................................................................18
2.4 Sales contract............................................................................................................18
2.4.1 Definition of Sales contract ..............................................................................18
2.4.2 The 5 Essential Elements of a Sales Contract...................................................19

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CHAPTER 3: OVERVIEW OF VNG................................................................................21
3.1 Overview of Sales department .................................................................................21
3.1.1 Sales department structure................................................................................21
3.1.2 Roles of sales members.....................................................................................22
3.2 Translation and Interpretion Activities in VNG ......................................................26
3.2.1 Interpretion Process in Business:......................................................................26
3.2.2 Translation Activities in VNG Business...........................................................28
3.3 Analyzing of VNG business activities 2015-2017...................................................32
3.3.1 Overview of VNG business activities 2015-2017: ...........................................32
3.1.2.7 Comparation of VNG business activities between 2016 and 2017: ..............34
CHAPTER 4: CURRENT SITUATION AND SOLUTIONS...........................................36
4.1 Current Situation in Vietnam Global Services & Trading and Investment Joint
Stock Company ..............................................................................................................36
4.1.1. Advantages in Vietnam Global Services & Trading and Investment Joint
Stock Company..........................................................................................................37
4.1.2 Disadvantages in Vietnam Global Services & Trading and Investment Joint
Stock Company..........................................................................................................37
4.2. Solutions for Vietnam Global Services & Trading and Investment Joint Stock
Company. .......................................................................................................................38
CHAPTER 5: CONCLUTION...........................................................................................40
5.1 Roles of VNG to Vietnam........................................Error! Bookmark not defined.
5.2 Suggestions to Vietnamese Government ..............Error! Bookmark not defined.
References ..........................................................................Error! Bookmark not defined.

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PICTURES
Picture 1. 1: Organizational structure chart........................................................................10
Picture 3. 1: VNG Sales Department struture ....................................................................21
Picture 3. 2 Interpretion Process in Business .....................................................................26
Picture 3. 3: Basic information of Sales contract ...............................................................28
Picture 3. 4: Terms of Goods Description and quality.......................................................30
Picture 3. 5: Allocations of costs to to buyer/seller according to Incoterm 2010 ..............31
Picture 3. 6: Sales and service delivery revenue 2015-2017..............................................33
Picture 3. 7: Cost of VNG in 2015-2017............................................................................33
TABLES
Table 3. 1: Data of VNG business activities 2015-2017...................................................32
Table 3. 2: Comparation of VNG business activities between 2016 and 2017..................34

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A. THE BEGINNING
I – Reason for Choosing This Topic
Nowadays, English has more and more become the widely used language in the
world of trade and commerce over the past decade or two. As a result, having an excellent
knowledge of English for business has become crucial for success in any employee’s
career. Especially, Translation and interpreting play the important role in any business
companies doing purchasing in English. The global marketplace has created a boom in the
translation and uinterpreting industry, but unfortunately, that boom has also created a glut
of substandard translation and interpreting service providers.
However, Translators usually have to deal with six different problematic areas in
our work, whether they are translating technical documents or a sworn statement. Cultural
issues may arise from differences between cultural references, such as names of food,
festivals and cultural connotations, in general. The translator will use language
localization to correctly adapt the translation to the culture targeted. A very simple
example is a financial translation which includes dates.
Other problems include the sheer size of the undertaking, asindicated by the
number of rules and dictionary entries that a realistic system will need, and the fact that
there are many constructions whose grammar is poorly understood, in the sense that it is
not clear how they should be represented, or what rules should be used to describe them.
This is the case even for English, which has been extensively studied, and for which there
are detailed descriptions – both traditional ‘descriptive’ and theoretically sophisticated –
some of which are written with computational usability in mind. It is an even worse
problem for other languages. Moreover, even where there is a reasonable description of a
phenomenon or construction, producing a description which is sufficiently precise to be
used by an automatic system raises non-trivial problems.
As the result of this, the study: “Analyzing VNG business activities relating to
translation & interpretion in business and feasible solutions” need carrying now.

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II – Limitation Topic of the
There is limitation to carry this study.
Firstly, the translation and interpreting jobs in VNG are not much. These jobs are
only for translating the sales contracts, as well as interpreting the meeting for directorate
who take care of the company and the clients. In addition, the staff can do interpreting for
foreign customers whenever they visit VNG.
Secondly, VNG does not pay attention to translation and interpreting jobs much.
Then there are problem for the student who do this report. There are no material about
this topic. Thus the student focuses much on analyzing their business activities instead of
translation and interpreting jobs.
Thirdly, there are not many material studied in Vietnam. So it is very difficult for
the student to do this report. Then the study has done based on the student’s limited
knowledge of this topic. Thus there are some limitation may have in this report.
III – Range of the Research
Duong Thi Hien has studied A Study On Translation Of Delivery Terms In
International Business Contracts in 2010 in Haiphong Private Univesity Foreign
Languages Department, in which there are some advantages that this report has
discovered roles of international business, especially roles of translation of Delivery
Terms in business. She also listed useful payment terms in his study. However, there are
some disadvantages that Ms Hien has no research of translation limitation, as well as
interpreting mentioned and cross-culture.
Binghua Chen has studied A Corpus-based Study of Chinese and English
Translation of International Economic Law in 2016 in University of Stirling, in which
there are some advantages that this report has discovered roles of Chinese and English
Translation of International Economic Law in business. She also advantages and

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disadvantages of translation. However, there are some limitations that Ms Chen has no
research of role of translators, as well as cross-culture.

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B – THE CONTENT
CHAPTER 1: INTRODUCTION OF CO. INVESTMENT TRADING AND
VIETNAM GLOBAL SERVICES
1.1 Overveiw
1.1.1 VNG History
Vietnam Global Services & Trading and Investment Joint Stock Company (VNG
JSC) is informed on its websites that was established in 2012 with total investment of 15
billion VND and headquarter located in Hanoi capital, Vietnam. When established, VNG
JSC’s Directorate has specified two objectives consisting of aiming to be one of the
Vietnamese leaders in supplying optimal solutions to improve power quality; Moreover,
aiming to be a reputable supplier of international quality products to business partners.
Besides, VNG identified two main tasks playing an important role in providing
optimal solution for both engineering and economy features and also supplying clients the
right services to the right places at the right time with no tolerance.
VNG figures out the solutions for power quality improvement which encompasses
measurements of harmonic effects at the factory and analysis, reports on power quality.
As the result of this, VNG can supply optimal solutions to strengthen the power quality of
the factory with the careful and detail report. Additionally, construction, supervision,
commissioning and warranty of the systems are also provided by VNG which consist of
system passive harmonic filters FC, Active power filter (APF), Static var Compensator
(SVC) and static synchronous compensator (STATCOM). Besides, VNG also provide
electrical equipment in substations, in cement plant and in thermal power plant, fault
current indicator (FCI) and some other laboratory equipments.
VNG’s workforce is a team of engineers, masters experienced who graduated from
prestigious colleges like Hanoi University of Technology, Universiti Tenaga National

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(Malaysia) and the management team have graduated from Troy University (United
States). Moreover, It has little by little asserted their brands with quality products and
services. VNG’s Directorates and staffs are stronger and stronger growing. The trust of
clients is our target in which VNG are willing to provide clients with the best solution as
promised!
1.1.2 Organizational Structure
1.1.2.1 Organizational Structure Chart
This is chart of VNG Organizational structure shoing in picture 1.1
Picture 1. 1: Organizational Structure Chart
The top power of VNG belongs to board of Director who directly mamnage
Directorate including one Director and two vice directors. They are vice President of
business and Deputy CEO.
There are five departments in VNG consists of sales department, technical
department, R&D department, accounting department and department of general
administration.

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1.1.2.2 Function of departments
a. Roles of The board of directors
It plays an important roles and responsibilities VNG. Essentially it is the role of the
board of directors to hire vice President of business and Deputy CEO and assess the
overall direction and strategy for VNG. There are some specific roles as:
 Act on behalf of the shareholders to run the day to day affairs of VNG.
 Be accountable to the shareholders and each year the company will hold an
annual general meeting at which the directors must provide a report to
shareholders on the performance of VNG.
 Hiring all of the other employees and overseeing the day-to-day operation
of VNG
b. Roles of vice President of business
The vice president organizes whole business sector of VNG and reports to the
CEO. He plays an important role in commanding within VNG business. There are some
specific roles as:
 Be in charge of the overall business, sales department, Marketing activities,
purchasing activities and accouting department.
 Be conferred to obtain customer comfort and support.
 Deal directly with an individual who has the power and authority to
purchase and make commitments on behalf of the company.
 Take responsibilities that vary from department to department.
c. Roles of Deputy CEO
Deputy CEO is in charge of managing technical department, A&D department and
department of general administration. There are some specific roles as:
 Contribute to the development and implementation of strategic plans in
VNG

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 Deputise for the Chief Executive during periods of absence, and in relation
to specific matters, issues or elements of VNG’S operation as delegated
from time to time by the Chief Executive, ensuring a consistency of
approach and decisions which align with the VNG's objectives
 Provide expert advice and recommendations to the Minister and Chief
Executive on strategic and day to day operational imperatives including the
implications of major policy decision.
 Develop and maintain effective working relationships with a diverse range
of internal and external stakeholders and nurture effective strategic
partnerships to identify changes in client base and demands and new
industry developments
d. Roles of Sales Department
There are some specific roles of Sales Department as:
 Looking for the Sales Opportunities with the existing and new customers to
sell products and services
 Organization effective presentation to the clients regarding the requested
product and service
 Permanent contacts with the clients to know their needs and requirements
 Identify the target budget for each year with following-up percent of the
budget realization each quarter of year
 Definition Business Opportunities with each customer to be considered in
the target budget or forecast list
 Development the rapports with all existing and new customers to know their
future plan as well as co-ordination with Marketing Department to reach the
strategic goals
e. Roles of Technical Department
To VNG:

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 Be responsible for diagnosing any hardware or software faults with these
systems and will solve the issues either in person or over the phone.
 Installation & configuration of a company’s computer hardware operating
systems and applications.
 Maintenance and monitoring of computer networks and systems.
 Testing and evaluating new technology.
 Performing electrical safety checks on the company’s computer equipment.
To clients:
 There are some specific roles of Technical Department as:
 Providing technical support service and consultation
 Processing and transferring product enhancement requests
 Product pre-sales and demonstration
 Logging the queries of clients.
e. Roles of R&D Department
Research & Development department plays a very important role in the success of
VNG. There are some specific roles as:
 Provides a platform for creativity and innovation to flourish in VNG
 Helps VNG to have a competitive edge over its competitors in which
develops plans much ahead other functions and take efforts in building new
products will find itself ahead of VNG’S competitors
f. Roles of Accounting Department
This is an important department in VNG in which there are some specific roles as:
 Maintain great relationships with vendors making sure that everyone gets
paid on time is a vital role.
 Account for and track receivables, including outstanding invoices and any
required collection actions

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 Make sure all employees are paid accurately and timely.
 Ensure procedures are set up properly to manage that process without errors
g. Roles of General Administration Department
It occupies an important in VNG such as
 Providing comprehensive administrative planning, leadership and
organizational
 development of all city departments
 Evaluating performance of all department heads and their operations
 Administering all laws and policies established by VNG
 Providing professional assistance to VNG
 Undertaking special projects to provide analysis and evaluation of existing
and
 proposed systems and procedures.
1.2 VNG Development of Service and Mission & Vision
1.2.1 Development of Service
VNG is more and more developing from its establishment until now, thanks to
VNG’s products and services, including
 Maintenance and repair transformers
 Maintenance and replacement of substation
 Consultant design electrical systems
 Purchase of machinery
1.2.2 Mission & Vision
VISION: VNG always desire to create a company of Vietnam, Vietnam brand name,
confirmed the power of the intellect of her Vietnamese dragon race in the world.
MISSION:

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 For Market: Providing products - services according to international standards,
while providing unique and highly innovative characteristics of Vietnamese
people
 For partners: Commitment to the spirit of cooperation and development.
 For staff: Always uphold and build a professional working environment,
dynamic, creative and humane.
 For society: Express sense of civic responsibility to the community and
maintain ethnic pride.
CORE VALUES: "HUMAN-CEREMONY-MEAN-TRI-TIN"
STAFF: VNG always strive to build relationships (with staff holding leadership,
between colleagues and co-workers, between workers with clients ...) a "people" Also
VNG also contributed positively towards the community-oriented activity, demonstrating
the spirit of civic responsibility and pride in the nation.

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CHAPTER 2: THEORETICAL BASIS
2.1 Translation in Business
2.1.1 Definition of Translation
Translation is the communication of the meaning of a source-language text by
means of an equivalent target-language text. There is no standard or only one guaranteed
method for translation. Everybody have their own translation method, but there are some
common translation techniques.
2.1.2 Kinds of Translation
There are eight types of translation: Word-for-word translation; Literal translation;
Faithful translation; Semantic translation; Adaptive translation; Free translation; Idiomatic
translation; Communicative translation
2.2 Interpreting Skills
Translation and interpretation are terms often misunderstood by many people in
which translation is a written while interpretation is an oral transfer from source language
to target language. There are two kind of interpretation including consecutive and
simultaneous interpretation.
Consecutive interpreting involves listening to chunks of speech and rendering them
chunk by chunk in the target language in order to transfer the message as faithfully and
accurately as possible, While simultaneous interpretation means the immediate transfer of
the message at the time of the speech, with the focus on passing on the main ideas.
There is the difference between simultaneous and consecutive interpreting and to
choose the best option for international meetings. If VNG organise one-to-one
conversations, intimate gatherings, HR meetings, consultations, consecutive interpreting
is chosen as the importance is having a faithful and accurate rendition of the speech.

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Besides, simultaneous interpreting requires use of headsets, microphones and
booths to transmit a message to a large audience, and it is more like a free rendition than
a typically literal one.
Interpreting skills
 Have active listening skills and strive to improve them through self-training
 Have good memory retention skills
 Be able to take notes during the interpretation assignment to ensure
accuracy of the information given
 Be able to mentally transpose and verbalize into the target language
Interpersonal skills
 Have strong communication skills; Be polite, respectful and tactful; Be able
to relate well to people
 Have good judgment; Must be punctual; Must be able to work with limited
supervision; Must be able to remain neutral before, during and after every
interpretation assignment; Must be organized; Must be articulate
 Must be assertive in his/her work without being overconfident; Must be able
to cope with stress during and after the assignment; Must be a dedicated
professional.
2.3 Customer Service
Customer service is the provision of service to customers before, during and after a
purchase. The perception of success of such interactions is dependent on the staff "who
can adjust themselves to the personality of the guest"
2.3.1 Difference between Customer and Client
Generally, a customer is someone who buys goods or services from a store or
business. The word "client" can also mean "customer," but it has a separate definition as
someone who receives professional services. In business, the two terms are often applied

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differently based on the types of relationships built. Customers are generally people who
come to you mainly to buy products or services you supply. Clients buy your advice and
solutions personalized to their particular needs.
2.3.2 Definition of Customer Service
Customer service is the act of taking care of the customer's needs by providing and
delivering professional, helpful, high quality service and assistance before, during, and
after the customer's requirements are met.
2.3.3 Customer Service Skills
Firstly, it is communication skill in which clear communication is essential in
customer service. Enunciating, speaking loudly enough, and employing an upbeat tone
will help communicate clearly and positively with VNG’S customers.
Secondly, it is listening skill in which VNG needs to listen carefully to the
customer to know exactly what she needs and how VNG can help them.
Thirdly, it is Self-Control in which VNG’s customer service staff need to be able
to calmly handle all customers, even the most negative ones. They try to remain calm and
cool, even when your customer is not.
Fourthly, it is conflict resolution in which the staff deal with many customers who
have a problem that needs to be solved. It is important for VNG’s staff to be a creative
problem solvers. Creative thinking needs for solutions that fit the requests of a specific
customer.
2.4 Sales Contract
2.4.1 Definition of Sales Contract
A sales contract is an agreement between a buyer and seller covering the sale and
delivery of goods, securities, and other personal property.

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In othe definition, A contract of sale is a legal contract which is for the exchange
of goods, services or property, subject of exchange from seller to buyer for an agreed
upon value in money paid or the promise to pay same. It is a specific type of legal
contract.
2.4.2 The 5 Essential Elements of a Sales Contract
A sales contract is a contract that lays out the terms of a transaction of goods or
services. It identifies The buyer; The seller; The goods; and Other important terms.
Above all, pay close attention to the following elements:
1. Description of the Goods to be sure that it identifies the exact goods the
buyer wants to purchase and includes all the relevant details, such as
type, model number, weight, color, and size.
2. Contract price: The parties shall indicate clearly the contract currency
and the price amount in both figures and words. Should the parties fail to
agree on a price in the contract, a provision explaining the method for
determining the price should be included in the contract.
3. Delivery Instructions to make sure the contract is clear about the time
and date of delivery, the delivery location, and which party is responsible
for the risk of loss of the goods while they are in transit.
4. Payment Details which is common for the parties to also execute a
promissory note to spell out the repayment terms in greater detail.
Among other things, this allows the seller to charge interest and outline a
repayment schedule.
5. Inspection of goods by the buyer: The parties should indicate whether
they agree to inspection "before shipment" (also known as pre-shipment
inspection or PSI); the parties may indicate the place of inspection as
well as other details such as inspection company. The inspection require
the seller to notify the buyer of the availability of the goods for
inspection.

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CHAPTER 3: OVERVIEW OF VNG
3.1 Overview of Sales Department
3.1.1 Sales Department Structure
As above mentioned, the sales department plays a pivotal role in the success of
VNG. The unique and important role of sales is to bridge the gap between the potential
customer’s needs and the services that VNG offers that can fulfil their needs.
This is the organizational structure of VNG Sales Department. The top member is
sales manager who is incharge of managing marketing team leader, sales supervisor and
customer service supervisor directly, and whole members of this depatment generally. On
the other hand, there are two members who are managed by marketing team leader
including marketing staff and translating and interpreting staff. To sales supervisor, he is
charge of managing three sales satff. And there are 2 customer service representatives are
working under management of customer service supervisor that is showed in picture 3.1
as below.
Picture 3. 1: VNG Sales Department Struture
Sales Manager
Marketing team
leader
Marketing
staff
Translating
and
interpreting
staff
Sales Supervisor
Sales 1 Sales 2 Sales 3
Customer serive
supervisor
CSR 1 CSR 2

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3.1.2 Roles of Sales Members
3.1.2.1 Roles of Sales Manager:
VNG sales manager occupies a crucial role in the success and failure of VNG. He
is the very importent person who support all team members to achieve the sales targets
and eventually generates revenue for VNG.
He is responsible for settung up sales plan and delivery objectives to his members
who can meet the sales targets through effective budgeting.
He is in charge of supporting his team where each one contributes in their best
possible way and works towards the goals and objectives as VNG setting up. On the other
hand, he sets the targets for the sales staff and other members in sales department to
ensure the targets are realistic and achievable. Moreover, he is also understandable who
can perform a particular task in the most effective way. It is his role to extract the best out
of each employee.
VNG sales manager devises strategies and techniques necessary for achieving the
sales targets, and decides the future course of action for his team members. It is the sales
manager’s duty to map potential customers and generate leads for VNG in which he looks
forward to generating new opportunities for his team.
He is also responsible for brand promotion in which he makes products and service
popular amongst the clients. Besides, Motivating team members is one of the most
important duties of his. It means that he help his team work as a single unit to reach their
objectives.
The sales manager asks his team for desired results. Every week, he also asks them
to submit their report of what all they have done through out the week. The performers
must be encouraged while the non performers must be dealt with utmost patience and
care.

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As the result of this, he is considered as the one who takes major decisions for his
team.
3.1.2.2 Roles of Sales Staff
These are specific VNG sales staff’s roles:
 Actively seek out customers and enlarge market share.
 Follow and achieve department’s sales goals on a monthly, quarterly and
yearly basis
 “Go the extra mile” to drive sales
 Maintain in-stock and presentable condition assigned areas
 Remain knowledgeable on products offered and discuss available options
 Handle returns of merchandise
 Team up with co-workers to ensure proper customer service
 Build productive trust relationships with customers
 Comply with inventory control procedures
 Suggest ways to improve sales (e.g. planning marketing activities, changing
the store’s design)
3.1.2.3 Roles of Customer Service Supervisor
Customer service supervisors essentially look after a team of staff, ensuring they
give good customer service, turn up on time and are generally doing their job properly.
There are specific VNG Customer seriver supervisor’s roles:
 Delegating tasks
 Monitoring the team’s performance
 Assisting the team by performing the tasks with them
 Helping with training and development
 Completing paperwork
 Handling complaints (from both customer service staff and customers)
 Join the interview with director to hire new staff

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 Reporting to senior management of customers’ complaint, as well as the
solution for the complaint to ditectorate weekly, monthly
3.1.2.2 Roles of Marketing Team Leader
These are specific VNG marketing team leader’s roles:
 Make marketing plan to develop strategy, segmentation, core product
messaging and product that differentiates products and services in the
Vietnamese market.
 Ensure marketing plans & execution are aligned with VNG’s strategy such
as value proposition, positioning, marketing mix, ... to grow orders, share
and profitability.
 Communicate the value proposition of the products to the sales team and
develop the sales tools that support the selling process of VNG ‘s products
and services.
 Make plan for the launch of new products and services and releases and
manage the cross-functional implementation of the plan. Provide
recommendations to Marketing team and execute region product marketing
activities.
 Be the expert on VNG’s clients in which ways they buy and their buying
criteria; be the expert on competition and help prepare simple and easy to
use defense against competition in association with product specialists.
 Conduct in-depth research to define customer problem statement, success
metrics, unmet needs, buying cycles, and personas. Analyze product level
win and loss data and conduct in-depth customer interviews to generate
insights.
3.1.2.4 Roles of Customer Service Staff
Customer service representative roles as:
 Managing incoming calls and customer service inquiries

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 Generating sales leads that develop into new customers
 Attracts potential customers by answering product and service questions;
suggesting information about other products and services.
 Opens customer accounts by recording account information.
 Maintains customer records by updating account information.
 Resolves product or service problems by clarifying the customer's
complaint; determining the cause of the problem; selecting and explaining
the best solution to solve the problem; expediting correction or adjustment;
following up to ensure resolution.
3.1.2.5 Roles of Marketing Staff
There are specific VNG Marketing staff’s roles:
 Creating marketing campaigns and working with the other external PR
agencies to see them executed.
 Creating and developing new innovative ways to communicate the company
message to their existing clients.
 Contributing to the annual sales and marketing plan.
 Planning and project managing marketing events and evaluating their
success.
 Evaluating the effectiveness of all marketing activity.
 Developing and implementing an internal marketing programme.
 Supporting the marketing team leader in day to day marketing activities.
 Plan, develop and deliver campaigns as agreed within timescales.
3.1.2.6 Roles of Translating and Interpreting Staff
There are specific VNG Translating and interpreting staff’s roles:
 Translators convert written materials from one language into another
language.

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 Translates orally or in writing all documents presented in sales contract,
marketing material, IT material; and im meeting with foreign clients; and by
directors’ statement, managers’s statement.
 Answer inquiries from clients, community agencies, and individuals and
interpret and explain words and phrases for meaning and appropriateness.
3.2 Translation and Interpretion Activities in VNG
3.2.1 Interpretion Process in Business
All steps of purchasing products with customer, the interpretor have to follow and
interpret for VNG business. The process includes six steps as in picture 3.2
Picture 3. 2 Interpretion Process in Business
Step 1: Discussion.
On behalf of VNG, the staff has to interpret discussion for terms of sales contract
with customers before signing sales contract. The discussion can be made via phone, in
Step 1: Discussion
Step 2: Sign sales contract
Step 3: Follow initial payment or Feedback of payment
Step 4: Inform customers the shipment’s details
Step 5: Send original documents to customers and follow the
balance of payment
Step 6: Solve problems (if any) after Customers receive cargo

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person or face to face. The discussion contents focus on prices, quality, payment terms
and shipment date .
Step 2: Sign sales contract
After discussion, it means that both buyer and seller come to agreement. They
must sign sales contract. The interpretor has to confirm with the customer again all terms
in sales contract such as:
Buyer’s and seller’s information. These information must be correct because these
information have to be showed on all documents, if any incorrect information appear, all
documents will be incorrect, too.
Commodities need confirm quality and quantity by the buyers. If they do not
confirm, they will make complaint after receiving cargo.
Payment term is one of the most important term in sales contract. Thus
confirmation of exact kinds of payment is nescessary.
Delivery date need to be clear in sales contract. So the interpretor should confirm
this with customer carefully to make sure that the comapny has enough time to process
shipment.
Step 3: Follow initial payment or Feedback of payment
In case the payment term is A telegraphic transfer (TT) 100% or 30% in advance,
the staff has to follow and ask the customer pay on time.
In case the payment term is Letter of credit (L/C), the staff has to ask the customer
for opening of L/C before the shipment.
Step 4: Inform customers the shipment’s details
After receiving money, or L/C from the customers, the interpretor has to inform
date of shipment, the exact quantity, vessel’ information,...to make sure that the customer
has enough information to receive the shipment well.
Step 5: Send original documents to customers and follow the balance of payment.
To make sure that the customer has right to receive the shipment, the sellers has to
send original documents to the consignees after they have paid. Then the interpretor must
ask them for balance of payment (if any), or ask them for balance of payment before
sending original documents depending on the payment term we use.

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Step 6: Solve problems (if any) after Customers receive cargo
In case there some problems happens, the customers will make complaint to us.
Thus the interpretor is the person on behalf of VNG to give out solution for their
problems.
The interpretor always a key person taking part in international business between
the company with customers. Threrfore, the interpretors should improve themselves to do
this job well.
3.2.2 Translation Activities in VNG Business
Besides interpretion, VNG also needs translator who can translate all terms in sales
contract. The translation in sales contract including all terms translated.
Translation of basic information of buyer and seller (Picture 3.3) that focus
on:
(1) Company’s name: full name of the companies
(2) Address: full address of the companies
(3) Date: date which sales contract is signed.
(4) Authorities: the representitives who have right to sign sales contract
must be showed and their positions.
In short, (1) and (2) are key information, thus the translator need to show these
information correctly, if not, all documents are incorrect. Then it affect more in business.
Picture 3. 3: Basic information of Sales contract

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The goods Description
Description of the Goods to be sure that it identifies the exact goods the buyer
wants to purchase and includes all the relevant details, such as type, model number,
weight, color, size, function,...(Picture 3.4)
 Advanced Metering Infrastructure System
 Product code: 0074
 Group: Insulator Tester
 View: 728
These information are very basic and nescessary to be sure that it is the product
customer want to buy. Therefore, the translator must show full of them.
Moreover, term of quality is also showed enough as the sales contract in picture
3.4, because these are the standards for buyers to check when they receive goods. In short,
this is the basic information for the buyers to check, if not they can import this product.
Then it will turn back Vietnam. So this is very important information in which the
translator must show all on sales contract.

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Picture 3. 4: Terms of Goods Description and quality
Terms pf price
Wiis term, the translator should focus on the rules of delivery as showed in
incoterm. There are many rules in incoterm 2010 such as:
Rules for any mode of transport
 EXW – Ex Works (named place of delivery)
 FCA – Free Carrier (named place of delivery)
 CPT – Carriage Paid To (named place of destination)
 CIP – Carriage and Insurance Paid to (named place of destination)
 DAT – Delivered At Terminal (named terminal at port or place of
destination)
 DAP – Delivered At Place (named place of destination)
 DDP – Delivered Duty Paid (named place of destination)
Rules for sea and inland waterway transport

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 FAS – Free Alongside Ship (named port of shipment)
 FOB – Free on Board (named port of shipment)
 CFR – Cost and Freight (named port of destination)
 CIF – Cost, Insurance & Freight (named port of destination)
Every rule show related parties their duties and responsibilities to the shipments as
in the picture 3.5
The Incoterms rules have become an essential part of the daily language of trade.
They have been incorporated in contracts for the sale of goods worldwide and provide
rules and guidance to importers, exporters, lawyers, transporters, insurers and students of
international trade. Thus the translator should be careful when translating these rules.
Picture 3. 5: Allocations of costs to to buyer/seller according to Incoterm 2010
(Source: betadiecasting)
Payment terms:
This is very crucial in sales contract. The content of these term is not much,
however the meaning of payment term is much complicated.

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For examples: to Letter of credit, there are many types of L/C such as: Standby LC;
Confirmed LC; Unconfirmed LC; Revolving LC; Back to Back LC; Red Clause LC;
Transferable LC; Irrevocable LC.
 Transferable LC: the word “Transferable” in this L/C means “Có thể chuyển
nhượng được”. This L/C permits the beneficiary of the letter to make some
or all of the credit available to another party, thereby creating a secondary
beneficiary. And Un-transferable LC is totally different from it
 Irrevocable LC: the word means “Không huỷ ngang”. An irrevocable letter
of credit is a financial instrument used by banks to guarantee a buyer's
obligations to a seller. It is irrevocable because the letter of credit cannot be
modified unless all parties agree to the modifications. And Revocable LC is
totally different from Irrevocable LC
As the result, the translation must be professional at payment terms to do this
jobs because it very very complicated.
Term of Delivery
In this term, the translator should show exact date that shipment departs according
to buyer’s and seller’s agreement
Inspection of goods by the buyer
With this term, the translator have to follow instruction of the buyer to indicate the
organizations which the buyer required.
In short, skilled translators take care of every single detail of the translation
process, no matter how big or small. Professional english translation in business makes
VNG feel confident the documents, especially sales contracts are always professional and
correct.
3.3 Analyzing of VNG Business Activities 2015-2017.
3.3.1 Overview of VNG Business Activities 2015-2017
Through three years of business activities, VNG achieved the profit which in more
and more increasing during three year, as in table 3.1
Table 3. 1: Data of VNG Business Activities 2015-2017
Unit: VNĐ

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Items Year 2015 Year 2016 Year 2017
1 3 4 5
1- Sales and service delivery
revenue
25,394,877,565 40,024,986,544 45,392,876,432
2- Cost of sold goods 19,849,378,658 31,456,789,233 35,885,679,392
3 - Interest expenses 500,369,456 589,079,454 604,102,271
4 - Corporate income tax 230,567,888 305,678,943 350,564,478
5- Profit after tax 4,814,561,563 7,673,438,914 8,552,530,291
Sales and service delivery revenue sharply increased from more than 25 billion
VNĐ in 2015 to 40 billion VNĐ in 2016, then gradually went up to more than 43 billion
VNĐ in 2017 (Picture 3.2). This is a rewarding result for the company's staff. It helps
profit went up to 7,67 billion VNĐ and 8,88 billion VNĐ respectively.
Picture 3. 6: Sales and Service Delivery Revenue 2015-2017
Costs have been also increased during three year as described in picture 3.3.
Picture 3. 7: Cost of VNG in 2015-2017
-
5,000,000,000
10,000,000,000
15,000,000,000
20,000,000,000
25,000,000,000
30,000,000,000
35,000,000,000
40,000,000,000
45,000,000,000
50,000,000,000
Year 2015 Year 2016 Year 2017
Sales and service delivery revenue

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The costs of sold goods was high and has increased step by step during three years
because of increasing prodcuction and revenue. Moreover, interest expenses also
increased 3 years ago because interest rate and loans went up. VNG borrowed more
money from some banks to enlarge its business. Besides, incom tax also went up as well
because of revenue going up.
3.3.2 Comparation of VNG Business Activities between 2016 and 2017:
Firstly, sales and service delivery revenue increased by five billion VND more
than one in 2017, accounting for 13.41 percent. It shows that VNG’s busniess is very
good because its profit is always higher and higher during three recent years.
Table 3. 2: Comparation of VNG Business Activities between 2016 and 2017
Difference between
2016 and 2017
Item Year 2016 Year 2017
1 4 5 VNĐ %
1- Sales and service
delivery revenue
40,024,986,544 45,392,876,432 5,367,889,888 13.41
2- Cost of sold goods 31,456,789,233 35,885,679,392 4,428,890,159 14.08
-
5,000,000,000
10,000,000,000
15,000,000,000
20,000,000,000
25,000,000,000
30,000,000,000
35,000,000,000
40,000,000,000
Year 2015 Year 2016 Year 2017
2- Cost of sold goods 19,849,378,658 31,456,789,233 35,885,679,392
3 - Interest expenses 500,369,456 589,079,454 604,102,271
4 - Corporate income tax 230,567,888 305,678,943 350,564,478
Costs

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3 - Interest expenses 589,079,454 604,102,271 15,022,817 2.55
4 - Corporate income
tax
305,678,943 350,564,478 44,885,535 14.68
5- Profit after tax 7,673,438,914 8,552,530,291 879,091,377 11.46
Secondly, cost of sold goods also increased during 2016-2017, it is 4.429 billion
VND of increase in 2016 more than 2017, accounting for 14.08 percent. Cost of sold
goods rises because of hiring more staff during previous year and cost for customer
service increasing.
Thirdly, interest expenses increased by 15 million VND in 2017, accounting for
2.55 percent. It is the casue of VNG’s increasing loans. In 2017, VNG borrow more
money for winden business with increasing budget for HR department and sales
department to develop market share.
Fourthly, Corporate income tax went to nearly 45 million VND in 2016,
accounting for 14.68 percent more than one in 2017. Due to revenue increased, income
taxe increase as well.
To sum up business activities, it shows that VNG business activities are good
because positive elements such sales and service delivery revenue and Profit after tax
increase during recent years. It present for VNG’s stable development.

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CHAPTER 4: CURRENT SITUATION AND SOLUTIONS
4.1 Current Situation in Vietnam Global Services & Trading and
Investment Joint Stock Company
Translation industry in a company is very complex and inhomogeneous, therefore
there are a number of issues that all of Translating and interpreting staff faced in the
course of our professional activities. Accuracy of translation in sales contract does not
account for 100 percent because of a lack of native English speakers. It means the
majority of workforce is vietnamese speakers of English for their translations.
In addition, differences in interpretor and translator is the big prolem to VNG. In
business, cross-cultural communication plays an important role in successfully carrying
out business with teams and stakeholders in other areas of the globe. When the
communication is effective, everyone benefits from increased bandwidth, institutional
knowledge, and competitive advantage. Ineffective communication however, can offend,
confuse or send a misconstrued message which could lead to broken relations with
customers, partners, vendors, and employees.
As the result of this, a non-native speaker equals lower accuracy and quality. It is
said that their translation of the content is “understandable” it is good enough.
Unfortunately, they fail to realize that a poor translation can affect VNG’s image and
business dealings. And even worse, often what they assume is an “understandable”
English translation is actually confusing or incomprehensible for the buyers.
In addition, it is very hard for VNG to seek skillful workforce. According to
Navigos Search, it is difficult to seek highly-skilled managerial staff and skilfull workers
in many fields. Amid the booming start-up movement, the rate of job-hopping is also
high, resulting in the shortage of human resources or staff lacking management
experience.

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As th result of this, VNG has not yet had a skilled workforce with desired structure
and quality. There is a lack of proper education and training and utilization mechanisms
to motivate this force to reach the goal in the right direction, towards competiveness and
efficiency. The small size of the skilled workforce coupled with inefficient utilization of
the most crucial resource of VNG as weakened the labour productivity and the
competitiveness
4.1.1. Advantages in Vietnam Global Services & Trading and
Investment Joint Stock Company.
VNG is not good at marketing strategy. Clients are becoming more and more fed
up with marketing, but the truth is that VNG is just tired and annoyed by poor marketing.
Customers will appreciate good marketing because it is the only way to be updated and
informed about what is relevant and interesting to them. Marketing has always been, and
it will always be about being caring, helpful and even entertaining its consumers. Today
Clients have no attention to listen to poor marketing, because of many marketers taking
effort to capture customers’ attention or because of thier having less time. In addition,
many VNG has no enough care, helpfulness or entertainment. In short, poor marketing is
VNG weekness.
Moreover, VNG has lack of capital and technology which is considered largest
problems of Vietnamese companies. VNG need more money to invest into high
technology. In addiction, higher financial capability will help VNG invest adequately for
research and development activities. This is a way to increase competitive advantage for
VNG. But it is impossible to VNG at this moment.
4.1.2 Disadvantages in Vietnam Global Services & Trading and
Investment Joint Stock Company.
GVN has experience and skillful workforce. The company always spends much
money on training and improving its staff. It is said that employee retention impacts on
your business’ finances and production, it is often overlooked. Retaining your best staff

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helps ensure sales, satisfied coworkers and staff, production, and customer service. In
fact, retaining employees is often the key for retaining customers. On the other hand,
Quality workforce is crucial to VNG’s success while it is considered to hard acquire. In
short, good workforce makes a great business for VNG.
Moreover, thanks to healthy workforce, VNG create a safe, positive and healthy
environment for its employees, VNG can increase morale, improve its employees’ work-
life balance and, in turn, positively impact its business. Thus creating a positive
environment for work help VNG reduce employee turnover and recruitment costs. In
addition, Clients not only expect VNG to have high standards of health, safety and
wellbeing, but also be socially responsible. In case VNG looks after it employees
carefully, as well as the wider society, VNG’s business will have a more positive public
image.
One of the most important factore to succeed is good at customer service. This is
VNG’s strength. Thank to good customer service, VNG can increase in customer
satisfaction, retention and loyalty. By the way, customer service representatives increase
their ability to resolve issues and decrease the number of return calls. In short, Customer
service is an important part of VNG. Benefits of good customer service include repeat
customers, more sales, and better cash flow.
4.2. Solutions for Vietnam Global Services & Trading and Investment
Joint Stock Company.
Firstly, VNG should improve its marketing strategies. Instead of traditional
marketing, VNG should employ marketing online, especially, social media such as
facebook, youtube, zalo, blogging,...moreover, VNG need to make great content creation
and promotion. It means that dedicated content marketing team is very crucial to meet
customers’ response. Successful marketing is not only about driving as lot of content
creation and promotion as possible, but rather developing and nurturing long-term
relationships based on trust. VNG should strive to create its marketing efforts as personal

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as possible, and to engage as often, and as quickly, as the clients want and deserve. in
short, VNG expresses Clients and potential clients that VNG truly cares, so the marketing
will be exponentially more successful.
Secondly, VNG should improve interpreting and translating jobs. VNG need to
improve it staff with a strong educational background in the language they plan to
interpret. Moreover, VNG needs to education and train its staff ecademic background to
perform some interpreting services, train them how to know about the culture for which
they are providing translation services. By the way, VNG should ask ir staff to read
papers, popular literature and even message boards in the languages they interpret can
help them remain up to date. To improve staff’s translation is the same interpreting, There
are many skills every translator should have, including the ability to understand the wider
context and create meaning in the target language. So VNG need to help its staff develop
their skills and stay connected to at least two different cultures, as well as studying to
perfect your grammar and use of syntax.
Thirdly, VNG should set up employee training plan that improve its staff’s skills.
Maintaining workers' skills and improving their performance are critical for VNG to
maintain a competitive advantage. Training programs boost job satisfaction for employees
by enabling them to build new skills and take on more challenging roles. In fact, many
prospective employees consider training opportunities an important factor when deciding
whether or not to accept a job with a particular company. As the result of this, VNG needs
to have a an on-the-job training program in the business. Some of the most common
changes that need some sort of on-the-job training include such as Change in technology;
Change in business practice, Change in company policies,.....In short, VNG need to create
a definition of what an ideal employee in that specific job is able to do that includes
technology, customer service, teamwork skills, attitudes, organizational skills,
collaboration skills, ...

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CHAPTER 5: CONCLUTION

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