Improving customer service skills: a case at SE Vietnam

Abstract

Schedule overruns are not uncommon phenomena which have not escaped the challenges of failing to deliver projects on time. In order to find mitigation measures of schedule overruns, the first step is to identify the causes of these overruns. This paper provides conceptual insights on the impact of schedule delays at SE Vietnam. The data used in this paper were derived from both primary and secondary sources. The secondary data was collected via a detailed review of related literature. The primary data was collected through a well-structured in-depth interview which was distributed to professionals, who include: Tender and Management Lead, Project Execution Lead, Project Managers...Data received from the interviews was analyzed deeply. Findings from the study revealed that extension of time, cost overruns, loss of profit, disputes, poor quality of work due to hurrying the project, creates stress to the client, acceleration losses, bad reputation, claims and delay in getting profit by the client were the major effects of construction projects schedule overruns in the Execution team. Recognizing the importance of on time delivery to increase customer satisfaction to improve profits and expand the market for the company, the author decided to choose the topic “Improving customer services skills: A case at SE Vietnam” as a research project. Hopefully, the proposed suggestions can help the company, especially the Execution Center Department improve its image through a professional staff, and at the same time help the company increasingly assert its position and bring the company’s brand go further.