Order Processing

Order Placement
Customers can order via social media such as Zalo or Facebook, and hotline. In multi-channel
accessibility is a strength, a guest checkout option leads to friction—industry data suggests this might be
causing a 15-20% loss in mobile conversions.
Payment Processing
The company supports diverse payment methods such as cards, bank transfers, e-wallets, and COD.
However, manual verification of online payments taking 1-24 hours is a clear weakness for the company.
Order Fulfillment
The Company’s goal of processing orders in 24 hours is reasonable, however it does suffer during peak
periods.
Shipping & Delivery
With Viettel Post and GHTK as the Company’s primary partners, they achieve 90% on time delivery in
Hanoi.
Warehouse Management
While receiving merchandise, perform quality control to check for filled orders and identify any
damaged/missing items. Our store may get charged for errors, and therefore verifiable, precise record
keeping is essential. For better traceability assign part numbers using barcodes or RFID.
Use ABC classification to organize stock:
A Items (Flagship phones iPhone/Samsung): Store on packing stations.
B Items (Mid-range phones Oppo/Xiaomi): Place in middle racks.
C Items (Chargers/Cases): Store high up.

Weekly inventory cycle counts will be performed for high value items. Monthly full physical inventory
counts will be done for all items in stock. This will be done according to the FIFO method of accounting
to lessen the risk of stock becoming obsolete.
Demand Prediction and Restocking
Sales history and market trends will be analyzed for consumption patterns. This will adjust our inventory
targets before peak periods like Back-to-School and Lunar New Year.
Inventory management applications like TradeGecko or Zoho Inventory will be used to set automatic
reorder points at which stock depletion would be averted, like: “iPhone units ≤ 20 – Restock.”
Return Policy & Warranty at our shop
The return policy I maintain strikes a balance between customer satisfaction and business protection. It
facilitates product return within 7 days for defective and incorrectly shipped products, but items must
be in original condition including seals, packaging, and all accessories. Warranty covers 12 to 24 months
depending on the product category, manufacturers' warranty on covered items will also be provided. A
Return Merchandise Authorization (RMA) number is granted by customer service upon request made
through email alongside the necessary documentation. Proof of purchase is mandatory alongside all
other return documents.

Warranty Service Procedure

The warranty service assists customers via a systematic methodology in resolving their issues.
Customers are required to bring their invoices and warranty cards for evaluation to any of the
authorized service centers. For intricate repairs that require the manufacturer’s attention, the duration
could be 7 to 10 business days. Customers are updated regularly during this timeframe.
Customer care handles:
Our customers are supported via a hotline, SMS, and social media. Support is available daily between
8AM and 10PM. Response times are, on average, less than 15 minutes for priority channels.
ICBI
I examine return and warranty claims data and trends in order to improve product quality and customer
satisfaction. Many changes have been made, such as the increase in the return window for freemium
products, warranty evaluation at the client’s premises for corporate clients, and other changes based on
customer feedback. Key change for the next few months is providing a mobile application for warranty
registration and tracking, and AI chatbots for answering basic questions and reducing waiting time
during peak for clients.

Current Progress Tracking Tools

1. Trello for Project Management
LDHR uses Trello primarily for marketing and IT project coordination. The platform’s visual Kanban-style
boards help teams track tasks from "Backlog" to "Done."
Key Features in Use:
Custom workflows for campaign planning, website updates, and bug tracking.
Calendar Power-Up to monitor deadlines for promotions.

Challenges:
Low adoption in warehouse teams (only 25% usage).
Lacks direct integration with inventory systems, requiring manual updates.
2. Google Sheets for Real-Time Data Tracking
Google Sheets serves as a flexible, low-cost solution for inventory and order tracking.
Applications:
Inventory Management: Color-coded stock alerts when levels fall below 15%.
Order Fulfillment: Shared with logistics partners (Viettel Post, GHN) to highlight delays.

Advantages:
Cloud-based accessibility allows 100% team collaboration.
Automated formulas reduce manual reporting by 60%.

Limitations:
Version control issues during peak sales.
40% manual data entry, increasing error risks.

3. Complementary Systems (Zendesk & Odoo ERP)

Zendesk tracks customer service tickets, averaging 2.1-hour resolution time.
Odoo ERP centralizes sales and inventory data, generating automated reports.

Performance Improvements
Challenges & Solutions
Identified Issues
Data Silos – Disconnected tools (Trello, Sheets, ERP) create inefficiencies.
In Hanoi's competitive electronics retail market, LDHRLDHR faces several operational risks that can
impact customer satisfaction and profitability. This essay examines three critical challenges - stockouts,
delivery delays, and product returns - analyzing their causes, consequences, and the company's
mitigation strategies. By implementing proactive measures, Viễn Thông Bắc can transform these risks
into opportunities for operational improvement and competitive advantage.

Risk 1: Stockouts and Inventory Shortages

Causes and Impact
Stockouts represent one of the most damaging risks for Viễn Thông Bắc, particularly during peak
seasons. The company experiences:
Demand forecasting errors (15-20% variance during new product launches)
Supply chain disruptions from global component shortages
Inventory misallocation across 50+ retail locations
These shortages lead to:
Lost sales (estimated 8-12% of potential revenue during shortages)
Customer dissatisfaction (27% of shoppers switch competitors after one stockout)
Reputation damage in the crucial smartphone market
Current Mitigation Strategies
We has implemented:
Real-time inventory dashboards with store-level visibility
Recommended Improvements
AI-powered demand forecasting using 3-year sales data
Dynamic inventory redistribution system between stores

Risk 2: Late Deliveries and Logistics Failures

Root Causes Analysis
Delivery delays stem from:
Carrier capacity issues during holiday peaks
Consequences include:
Increased customer service contacts
Higher return rates from frustrated customers
Additional logistics costs for expedited shipping
Existing Countermeasures
The company currently:
Partners with multiple carriers (Viettel Post, GHN, GrabExpress)
Provides real-time tracking to customers
Offers store pickup as alternative to delivery

Proposed Enhancements
Predictive delay analytics using historical shipping data
Local fulfillment hubs in major cities
Performance-based carrier contracts with penalties for delays

Risk 3: Product Returns and Warranty Claims

Financial and Operational Impact
Returns present significant challenges:
Average return rate of 9% (higher for online orders)
Warranty claim processing requires 5-7 working days

Primary reasons for returns:

Shipping damages (22%)
Customer dissatisfaction (10%)
Current Management Approaches
LDHR's policies include:
7-day return window with strict condition requirements
Dedicated quality inspection for returned items
Supplier chargeback agreements for defective products
Strategic Improvements
Enhanced product testing before shipping
Extended 30-day satisfaction guarantee for premium customers
Automated return authorization via mobile app
Integrated Risk Management Framework
Cross-Functional Solutions
Data Integration
Connect inventory, logistics, and CRM systems

Implement predictive analytics for risk anticipation

Supplier Collaboration
Joint business planning with key vendors
Shared risk/reward agreements
Customer Communication
Proactive notification system for potential issues
Transparent policies to manage expectations
Technology Investments
IoT sensors for real-time inventory monitoring
Blockchain tracking for high-value shipments
AI chatbots for instant return processing

Conclusion
Our operational risks mirror challenges faced by electronics retailers globally, but with distinct
Vietnamese market characteristics. While current mitigation strategies provide baseline protection, the
company stands to gain significant competitive advantage through:
Advanced predictive technologies to anticipate disruptions
Strategic supplier partnerships to enhance reliability
Customer-centric policies that build loyalty despite challenges
By treating these risks as opportunities for innovation rather than just problems to solve, we can
strengthen its market position. The recommended improvements require investment but promise
substantial returns in customer retention (projected 18-25% increase) and operational efficiency
(estimated 30% cost reduction in logistics).
Future success will depend on the company's ability to balance risk prevention with customer
experience, using data and technology to stay ahead in Vietnam's dynamic electronics retail landscape.
The implementation of these strategies should be phased, with pilot programs measuring effectiveness
before full deployment across the retail network