Câu 1: Thời gian chờ (Lead time) là gì?

Cho ví dụ và đưa ra giải pháp thực tế để cải thiện thời

gian chờ.
Lead time is the amount of time between when an order request is placed and when it is
completed or delivered to the customer. For a manufacturing process or supply chain, lead time
measures the time that stages and activities take to complete a product or service from start to
finish. Waiting time depends on the contractor and the time taken to produce the product or service.
Unreasonably long wait times can negatively impact customer satisfaction and overall cost
efficiency.
For example: Suppose a car manufacturing company has a lead time of 4 weeks from when
a customer places an order until the vehicle is delivered. During that time, the company needs to
purchase raw materials, manufacture, assemble and test the vehicle. The time spent purchasing raw
materials, manufacturing, assembling and testing is included in the lead time of the production
process. However, this car manufacturing company completed and delivered the car to the customer
1 week later than the committed 4 weeks.
To improve Lead time, this company can apply the following practical solutions:
● Effective supply chain management: Ensure ordering of raw materials and components at
the right time and in sufficient quantity. You should choose distributors that can provide
components quickly, ensure quality, and prioritize being located near the business's
warehouse or factory. This can be achieved by establishing partnerships with trusted
suppliers, ensuring delivery schedules and maintaining a smooth ordering and receiving
process.
● Flexible production process: The production process ensures flexibility and is easy to adjust
to meet customer needs. Use agile manufacturing methods such as Lean Manufacturing or
Six Sigma to optimize technology, processes, and management.
● Optimize information circulation: Improve communication and information exchange
between departments and related parts in the production process. Use information
technology and management software to track work progress, reduce waiting time and
increase transparency.
● Minimize waiting time: Identify and eliminate unnecessary or repetitive activities in the
production process to optimize workflow.

Câu 2: Chiến lược bền vững là gì? Cho ví dụ kèm theo?

A sustainable strategy is a business and development strategy that incorporates economic,
environmental, and social factors into the organization's practical policies and processes to create
long-term benefits for the organization (Shareholders) and individuals (Employees) in the
organization who are affected, directly or indirectly, by the company's activities. At the same time,
sustainable strategy is also concerned with conservation - maintaining and regenerating resources.
An organization's sustainability strategy is based on the following three basic things to evaluate
businesses through criteria.

- Economic: Sustainable development in economic terms is fast and safe development. This
requires economic development in which the organization's access to natural resources is
facilitated through shared rights to use natural resources for economic activities. equal way.
The focus here is to create common prosperity for everyone, not just focusing on bringing
profits to a few, within the allowable limits of the ecosystem as well as not infringing on
 human rights. basic human. => Creating profits for shareholders, promoting growth,
increasing long-term values for shareholders according to profits, bringing long-term
economic benefits to society.
Sustainable economic development includes the following basic contents:
● Reduce energy and other resource consumption through energy efficiency technology and
lifestyle changes
● Changing consumption needs does not harm biodiversity and the environment
● Equality in access to resources, living standards, health services and education
● Eliminate hunger and reduce absolute poverty
● Clean technology and industrial ecology (recycling, reuse, waste reduction, used energy
recovery).

- Environment: Environmental sustainability means that when using those natural elements,
the quality of the human living environment must be guaranteed. That is to ensure the purity
of air, water, soil, geographical space, and landscape. The quality of the above factors
always needs to be respected and regularly evaluated and tested according to national or
international standards. Exploit and rationally use natural resources, protect the environment
and improve the quality of the living environment. Environmentally sustainable
development requires maintaining a balance between protecting the natural environment
while exploiting and regenerating natural resources to serve human interests. => Need to
protect the environment well - or at least not harm the environment
Environmentally sustainable development includes the following basic contents:
● Firstly, effectively use resources, especially non-renewable resources
● Second, development does not exceed the ecosystem's carrying capacity
● Third, protect biodiversity and protect the ozone layer
● Fourth, control and minimize greenhouse gas emissions
● Fifth, strictly protect sensitive ecosystems;
● Sixth, minimize waste discharge, overcome pollution (water, gas, soil, food), improve and
restore the environment of polluted areas...

- Social: Sustainable social development is the guarantee of harmonious social life. There is
equality between social classes. Like gender equality, the gap between rich and poor is not
too high, and the difference in living standards between regions is not large. For sustainable
development in the social aspect, businesses need to pay attention to the level of income per
capita, educational level, educational conditions, health, longevity, and satisfaction with
quality of life.
Sustainable development in the social aspect needs to focus on fairness and create favorable
conditions for human development by trying to give everyone the opportunity to develop
themselves and ensure living conditions.=> Benefiting employees, communities and other
social entities affected by the business's existence.
Social sustainable development includes a number of main contents:
● First, stabilize population and develop rural areas to reduce the pressure of migration into
urban areas
● Second, minimize the negative impact of the environment on urbanization
● Third, improve education and eliminate illiteracy
● Fourth, protect cultural diversity
 ● Fifth, gender equality, paying attention to gender needs and interests
● Sixth, increase public participation in decision-making processes.

Câu 3: Dự án là gì? Quản lý dự án là gì? Tại sao quản trị dự án lại quan trọng?
● What is a project? A series of related tasks, often directed towards a number of key outputs
and requiring a significant amount of time to perform.
● What is project management? The planning, direction, and control of resources (people,
equipment, materials, etc.) to meet the technical, cost, and time constraints of a project.
● Why is project management important? At the highest level of an organization, success in
project management is an activity that requires careful control of critical resources. And the
most important resource is still the working time of workers.

Câu 4: Phương pháp đường găng là gì (Critical path method - CPM)? Cho ví dụ minh hoạ
Đường găng là đường thời gian dài nhất của dự án.
The critical path of a project (Critical Task) is the path through the network that goes from
the time of project commencement (project commencement event) to the end of the project (project
completion event) with a length on the time axis. The maximum time (i.e. the total execution time
of jobs in this line) through jobs (jobs) with total reserve of 0 is called critical tasks. It helps identify
activities that are important to the project's progress and completion time. In the context of supply
chain management, the critical path method can be used to optimize and streamline the flow of
resources, materials, and information. The critical path method is a technique in which a business or
individual can identify the tasks needed to complete a project in the supply chain to help determine
the flexibility of the production schedule and process.
The critical path method in project management is a long series of activities that must be
completed on time so that the entire process takes place within the scheduled time. Any delay in
critical tasks will delay the rest of the supply chain.
CPM revolves around discovering the most important tasks in the supply chain timeline and
identifying task dependencies and calculating task duration.
For example, the critical path will tell you the minimum number of months it will take to
produce the product. Similar to a child needing 9 months and 10 days to be born healthy. If born
earlier (premature birth), there will be a risk of defects, if later, the body will not develop
synchronously.

What is Critical Path?

In each project, the critical path is a collection of tasks that are related to each other and directly
affect the project completion date. In other words, if we start from the project's end date and go
back to the project's start date through dependent tasks, it is the longest path. Therefore, each job on
the critical path is very important and directly affects whether the project is completed on schedule.
Determining the critical path and controlling the delay of work on the critical path will help you
control the project progress well.

For example: A critical path includes tasks A -> D -> H -> I -> K; If D is 2 days behind schedule,
the only way to ensure project progress is to speed up the progress by shortening H, I, and K by 2
full days.
Câu 6: Quy trình dịch vụ là gì ? Tìm hiểu chuỗi cung ứng dịch vụ.

A service supply chain is a network of suppliers, service integrators, consumers, and other
supporting entities that perform the functions and use the resources necessary to produce services,
transform resources into services that support core services and deliver these services to customers.
Each business service can be divided into a number of stages/activities.
Characteristics of the service supply chain
- Divided into multiple stages/departments that operate continuously, allowing service
providers to participate in the supply chain for specialization and efficiency of the chain.
- There is no material flow and storage activities in the service supply chain
- Services are intangible products that cannot be stored - formed mainly by the connection of
information, needs, and supply capabilities.
- The basic resource of the service chain is skilled labor skills
- Chain capacity is demonstrated by satisfying customer needs through the quality of service
provided.
- Depends on the service skills of employees and the management level of administrators to
create appropriate service quality.
- Complex network structure
Example:
- In the educational service supply chain, the members are suppliers (providing educational
and research services), service providers (universities) and customers (using educational and
research services). study).
- In the tourism service supply chain, tourists, tour operators and service providers form a
complete supply chain.

Service supply chain operation process

Service supply chain management activities focus on 6 basic processes:
- Management of information and technical flows
- Management of resources and capacity
- Demand management
- Customer relationship management
- Supplier relationship management
- Manage service provision and order payment.

These processes are closely connected on the information technology platform of the service supply
chain. The components of the basic service supply chain are professional service providers, service
integrators, consumers, end users, and chain members involved in the entire service process.

Service supply chains can be divided into three types:

- Continuous service supply chain
- Parallel service supply chain
- Integrated service supply chain

Câu 7: Phân biệt chuỗi cung ứng dịch vụ và chuỗi cung ứng sản phẩm? Ưu điểm và nhược
điểm? Cho ví dụ minh hoạ

Service supply chain and product supply chain are two concepts related to supply chain
management but have differences in goals and operating processes.

Service process Production process

Concept Focus on managing the process of Focuses on managing the

providing services from suppliers to production, storage and
 customers. There are no physical
products produced and shipped, but
instead, immaterial services and values
are provided and managed.
- Identify and understand customer
Main activities service needs.
- Service design and development.
- Service provision and quality
management.
- Interaction with customers and after-
sales support
Characteristics - Product: service, this is an intangible
product
- Products and services cannot be stored
- There is no threading of connecting
material between elements
- Suppliers are linked together by
information
- Main resources: professional labor
skills (for example: doctors, pharmacists,
drivers) -> depends on employee skills
and management level -> good service
quality not good
- Complex network structure
Advantages - No need to reserve raw materials,
flexible and can easily change to suit
customer needs.
- No warehouse required to store goods.
- Easily change the process to suit each
customer.
- Suitable for all ages.
- Suppliers can integrate many functions
to serve customers and satisfy customers.
- Connect with each other through
information.
- Satisfaction and satisfaction is a
measure of service quality and number of
service uses.
- Do not bury high capital.
distribution of products from the
source to the final customer.
Commonly applied in
manufacturing and retail
industries, where products are
created and shipped from factories
to consumers.
- Purchase raw materials and
components from suppliers.
- Production and processing of
products.
- Check and manage product
quality
- Storage and warehouse
management.
- Transport products from
warehouse to point of sale.
- Sales and distribution of products
to final customers.
- Products: goods, tangible
products
- Products can be stored
- Suppliers connect with each other
using raw materials and
information
- Material source is the connection
between suppliers and stages in the
process. The output from this stage
will be the input for the next
segment to be able to produce
finished products for consumers.
- Goods can be stored to serve
many customers
- Diversify products to suit
customer trends
- Connect together with materials.
One producer's output will be
another producer's input.
- Product satisfaction is assessed
by sales.
- Can forecast product demand to
have appropriate production
strategies.
- Diverse resources, not too
dependent on skills and
professional qualifications
- No information interference
between suppliers
 Disadvantages - Requires specialized skills and must
undergo training
- Personalize requests for each customer
- The number of customers is limited
when the supplier's resources are limited.
- Unable to predict the quantity of goods
- Information interference between
suppliers causes errors in the service
provision process
- High capital requirements,
factories and warehouses, offices
- Products must meet common
industry standards and conform to
consumer safety indicators
- High risk when products are left
in stock for a long time
- Product prices are affected by
exclusivity.
- Difficult to change when
requirements change or external
factors impact

For example: A company providing financial consulting services:

- Identify and understand customer needs: Financial consulting firms interact with customers
to understand their financial needs, including periodically evaluating their personal or
business financial situation.
- Service design and development: The company creates financial service packages, including
investment consulting, financial planning, risk management, and asset management.
- Service provision and quality management: Financial consulting companies provide
professional financial services to customers, including analyzing and evaluating current
financial situations, providing solutions. appropriate finances, and support customers in
implementing financial plans.
- Interaction with customers and after-sales support: Financial consulting companies interact
with customers, receive feedback, and provide after-sales support, including answering
questions, providing additional information, and adjusting financial plans according to
customer needs.

For example: Automobile manufacturing company:

- Raw materials and components: The company purchases raw materials such as steel, plastic,
rubber, components such as engines, electrical systems, and suspension systems from
specialized suppliers.
- Manufacturing and processing: The company carries out the automobile manufacturing
process by assembling components and performing processing steps such as welding,
painting, and assembling electronic systems.
- Quality management: The company conducts quality checks during the production process
to ensure that cars meet quality and safety standards.
- Storage and warehouse management: Completed cars are stored in the warehouse until
requested by customers.
- Transportation: When there is an order from a customer, the car is transported from the
warehouse to the required location through the transportation system.
- Sales and distribution: Cars are sold through dealers or showrooms and distributed to final
customers.

Question 8: 3 điểm cho thấy thiết kế quy trình dịch vụ khó khăn hơn so với quy trình sản xuất
và đưa ví dụ ?
Service process design is often more difficult than manufacturing processes because of the
heterogeneity and unpredictability of customer requirements and expectations. Here are three points
that demonstrate the difficulty in designing service processes compared to manufacturing processes:
1. Heterogeneity in customer requirements: In services, customer requirements are often diverse and
heterogeneous. Each client has unique requirements and expects different results. This creates a
challenge in designing service processes that are flexible and customizable to meet different
customer requirements.
For example: In the tourism industry, each customer has unique requirements for location, service
and experience.
2. Level of complexity when processing service information: Service processes often encounter
unpredictable problems in processing customer requests. Each service request can vary in
complexity, timing and other factors. This makes service process design more difficult and
complex, as different variations of service requirements must be identified and prepared for.
For example, in the healthcare industry, patients may have different health needs and issues,
requiring customized and flexible care.
3. Con
tinuous change in interactions between parties: Involves interactions between employees and
customers during the service provision process that can change depending on each situation based
on customer requirements . This also creates a challenge in designing flexible and adaptable service
processes.
For example: In the restaurant industry, service staff must interact directly with customers and
handle requests for party decorations.

From the above factors, it shows that designing a service process is quite difficult and complicated.
To design a service process, businesses need to have certain core values to process information and
services and provide the best service to customers:
- Resources need to be trained and professionally trained.
- Products and services are personalized according to customer requirements -> need
experienced resources, appropriate service skills and quick adaptation.
- Service providers need to integrate multiple services and require competent managers to
collaborate and coordinate different activities to effectively deliver services to customers at
the time of need, Save costs and be flexible for any changes from customers or external
influences.

Question 9: What is Logistics?

Logistics is a set of activities to ensure the provision of necessary components for the production,
business and consumption of goods in a timely and effective manner.
Previously, the objects of logistics were only tangible goods and products. However, nowadays
people also use logistics for objects such as services, information, energy...
On the manager's side, logistics is always associated with choosing the optimal solution to
effectively control time and costs throughout the circulation of goods.

The role of logistics in the supply chain and examples?

Logistics is a small part of the supply chain and is one of the important steps to bring products from
point A to point B. The role of logistics in the supply chain is to ensure the process of movement,
storage and management. Manage goods, information and resources from the source to the end
customer efficiently and on time.
For example, Amazon uses a global network of distribution, sorting, and fulfillment centers to
distribute products. The company fulfills same-day and next-day delivery orders using a
sophisticated logistics framework.
Before being shipped to sortation facilities, products are first shipped to Amazon's e-commerce
fulfillment center. When goods arrive at sorting facilities, they are loaded onto various transport
vehicles, sometimes the company's fleet of delivery trucks and planes.

Câu 9: Tầm quan trọng của Logistics trong việc vận hành doanh nghiệp như thế nào ? Nêu 3
lý do
The importance of Logistics in business operations can be explained through the following 3
reasons:
- Optimize operations and reduce costs: Logistics plays an important role in optimizing
business operations. By managing and coordinating the transportation, storage, packaging,
and warehouse management processes, Logistics helps increase efficiency and reduce waste
in business operations. Optimizing logistics operations can reduce transportation costs,
reduce order processing times, maximize warehouse space utilization, and enhance
inventory management. This contributes significantly to improving business profits and
competitiveness.
- Ensuring the provision of service value that satisfies customers: Logistics plays an
important role in ensuring customer satisfaction. By providing reliable, on-time, and safe
shipping services. On-time delivery, ensuring product quality, and providing accurate order
tracking information are important factors in building trust and customer satisfaction. This
satisfaction not only retains current customers, but also creates favorable conditions to
attract new customers and build long-term relationships with customers.
- Risk management and crisis response: Logistics plays an important role in risk
management and crisis response in business operations. When problems occur, such as
shortages of goods, slow deliveries, or shipping problems, Logistics is tasked with finding
quick and effective solutions. Logistics has the ability to handle emergency situations, look
for other options, and apply new solutions or routes to ensure continued production and
transportation operations. Logistics also plays a role in assessing and managing potential
risks in the supply chain, such as supply shortages, price fluctuations, or changes in
regulations and policies. By providing preventative measures and response plans, Logistics
helps minimize the impact of risks and crises on business operations.

An example of the importance of logistics in business operations can be seen through the operations
of a restaurant:
- Logistics helps ensure that raw materials and production components are provided at the
right time and in sufficient quantities to ensure uninterrupted production and meet customer
needs. For a restaurant, quality raw materials always come first. Restaurant owners want to
be able to receive fresh food to ensure the preparation of the most delicious dishes to give
customers the best experience.
- Logistics helps manage warehouses effectively by using advanced warehouse management
methods and technology to avoid shortages or waste and optimize costs. For a restaurant,
they want to be provided with fresh products regularly rather than storing too much in the
 warehouse, avoiding the situation of not having enough raw materials for processing or
spoiling because of not using them in time, etc. ...
- Logistics helps transport goods from manufacturing plants to customers quickly and safely
to meet customer needs, increase satisfaction and create long-term relationships. For a
restaurant, they can provide additional home food delivery services to customers. Logistics
helps restaurants meet the desire to experience food at home in the fastest time possible,
while still ensuring the deliciousness of the food.
- Logistics provides information and effective order management processes. Restaurants can
use an order management system to determine customer needs, process orders, and track
deliveries. This helps the company provide better customer service, respond to special
requests, and strengthen relationships with customers.

Question 10: Mô hình Score gồm những mục gì ? Nêu ví dụ của từng chức năng (Plan, source,
make, deliver, return)

SCOR is the Supply Chain Operation Reference Model. This model identifies the best applications,
performance metrics, and software functional requirements for each core process in supply chain
operations.
The SCOR model provides a foundational structure and standard terminology to help companies
develop and manage supply chains effectively by unifying many management tools, such as
business process reconstruction and benchmarking. , and practice analysis. The SCOR model
includes five main processes: Plan, Source, Make, Distribution, and Return. Each process plays an
important role in improving supply chain operations.
The planning process (Plan) involves creating a strategic plan to manage all the resources that
support the supply chain. This process includes tasks such as demand management, production
planning, inventory management and capacity management. The effectiveness of the supply chain
planning method ensures that the supply chain operates efficiently and meets customer
expectations. Planning brings certain benefits to businesses such as:
+ Products and services for customers are improved better.
+ Market demand for the company's products.
+ What are the advantages and disadvantages of comparing your company's products with
competitors?
+ Improve the efficiency of production and supply processes to meet customer requirements.
+ Expand relationships with partners such as suppliers, manufacturers, distributors and customers.
+ Make strategic decisions appropriate to the business situation.
+ Have a specific and accurate view on the storage and reserve of inventory for a certain period of
time.

The sourcing process focuses on procuring the materials and services needed to meet the
production needs of goods. This process includes identifying and selecting a reputable supplier,
negotiating a contract between the business and the supplier regarding (Quality, technique, time,
delivery location, payment time, etc.). ..), monitor operations and establish good relationships with
suppliers. A successful sourcing strategy can reduce costs, enhance supply chain risk, and ensure
the availability of quality materials.
Activities that help maintain relationships with suppliers: information sharing, technical support for
them, incentives when signing contracts, supply of goods, long-term commitments, mutual benefits,
relationships long-term sustainable system.

The Make process includes all activities involved in creating products and services and producing
goods, manufacturing, assembly, testing and packaging. This process needs to be clear and specific
to minimize production and service costs, reduce time as well as ensure product and service quality.
An effective manufacturing or service design process is essential to meet customer requirements
and maintain a competitive advantage among businesses in the market.

The delivery process involves managing the transportation, storage, and distribution of finished
products to customers. This process includes order management and shipping method selection to
ensure products are delivered on time, in the right quantity and at the desired location. In addition,
there is inbound tracking. Effective delivery management can increase customer satisfaction, reduce
shipping costs, and improve overall supply chain performance.

The Return process involves managing returned products, including defective items, excess
inventory, and expired products. This process involves reverse logistics, handling returned items
and recycling or disposing of products when necessary. Effective return management can minimize
costs, reduce waste and support sustainability initiatives.