[Lê Thị Bích Thủy] 1817710033 Nguyễn Thế Dũng Anh 06 K57 PDF

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FOREIGN TRADE UNIVERSITY FACULTY OF BUSINESS ENGLISH --------***--------

MID TERM REPORT Major: Business English EVALUATION OF NEW EMPLOYEES TRAINING PROCESS AT LINKGO COMMERCIAL AND INVESTMENT COMPANY LIMITED

Student full name: Nguyen The Dung Student ID: 1817710033 Class: English 6 - FBE Intake: 57 Supervisor: M.A. Le Thi Bich thuy

Hanoi, August 2021

TABLE OF CONTENTS ACKNOWLEDGEMENTS

i

LIST OF TABLES, FIGURES AND ABBREVIATIONS

ii

ABSTRACT

iii

INTRODUCTION

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CHAPTER 1: OVERVIEW OF LINKGO COMMERCIAL INVESTMENT COMPANY LIMITED AND EVALUATION OF ITS NEW EMPLOYEES TRAINING PROCESS 1.1 Overview of Linkgo Inc

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1.1.1 History and development

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1.1.2 Mission, vision and core value

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1.1.3 Organizational structure

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1.1.4 Product lines and business performance

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1.2 Internship activities

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1.3 Theoretical background of Learning and Development

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1.3.1 Definitions

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1.3.2 L&D implementing model

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1.3.3 Training evaluation model

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1.3.4 New employee training (Employee orientation)

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CHAPTER 2: EVALUATION OF NEW EMPLOYEES TRAINING PROCESS LINKGO COMMERCIAL INVESTMENT COMPANY LIMITED 2.1 The training process at Linkgo

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2.2 Results of the training process

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2.3 Strengths

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2.4 Weaknesses and root causes

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CHAPTER 3: RECOMMENDATION TO IMPROVE NEW EMPLOYEES TRAINING PROCESS LINKGO COMMERCIAL INVESTMENT COMPANY LIMITED 3.1 Department orientation training improvement

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3.2 Engagement activities creation CONCLUSION REFERENCES

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ACKNOWLEDGEMENTS First of all, I would like to express my utmost gratitude to Mrs. Le Thi Bich Thuy – my instructor and lecturer at the Faculty of Business English for her deliberate and thoughtful guidance throughout my mid-term report writing process. Her instructions were incredibly helpful and have contributed a major part to the successful completion of my internship report. Furthermore, I would also like to thank Mrs. Le Hoang Dieu Linh – Human Resources Manager of Linkgo Inc for giving me an opportunity to work at a such professional and friendly environment. Her support and practical advice on technical knowledge have helped me a lot in finishing the report. Finally, my grateful thanks are extended to my family and friends who have supported me a lot during my internship.

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LIST OF TABLES AND FIGURES

Figure 1.1. The organization structure of Linkgo Table 1.2. Linkgo’s brands and business performance Figure 1.3. ADDIE model Figure 1.4. New World Kirk-patrick model Table 2.1. Organization restraints of Linkgo Table 2.2. Linkgo’s orientation training process agenda Figure 2.3. Linkgo new hires’ score on training topics Figure 2.4. Linkgo new hires’ probation assessment results

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ABSTRACT In this world full of challenges, changes and uncertainty, there is a growing trend of focusing on developing human resources through learning and development (L&D) in organizations regardless of their size and scope. This research aims to examine the act of L&D at Linkgo Commercial and Investment Company Limited, specifically new employees training activities. From the findings, the author then evaluated the insights to come up with recommendations on how to improve the training process. The main methodology used in this research is qualitative. The data was collected using different research methods, which are observation and second data analysis. After conducting the research, two major weaknesses were detected, which are ineffective department orientation training and the lack of engagement activities for new employees. The author then suggests two corresponding solutions to the problems, which are department on-boarding buddy and orientation ice-breaking games.

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INTRODUCTION Globalization, for over two centuries, has been affecting the world on numerous aspects, from politics, culture to economic. Although globalization has been praised for boosting economic growth, it also brings fierce competition to all organizations that took part in the global supply chain. In order to survive and thrive, businesses, large or small, need high quality human resources to help drive their growth. Therefore, excellent human resources management, from recruiting to retaining valuable human capital, is crucial for every organization to achieve their business goals. In the overall process of managing labor force, learning and development (L&D) has proven itself to be more and more vital to businesses as a recent report by LinkedIn has shown that 64 percent of L&D professionals from throughout the world agree that L&D moved from a “nice to have” to a “need to have” in 2021. Many situations called for the appearance of L&D such as employees’ competency assessment, upskilling, reskilling, and especially new employees training process. At its core, employee orientation aims to provide new employees with adequate background knowledge (such as working rules, desktop computer password, organization structure, etc.) and help them to integrate and socialize with company’s cultures and people as fast as possible. Effective employee orientation program can bring huge benefits to organizations such as reducing turnover rate, saving recruitment expenses, at new employees to perform well in their jobs a lot faster, etc. As a rising player in the field of cross-border e-commerce, specifically the print on demand (POD) segment, Linkgo is planning to expand their businesses rapidly in the next two years. Business expanding means more and more employees are going to be recruited. And like any other well-designed and visionary organizations, Linkgo realizes the urgency of having a sufficient new employee training program. Being a learning and development intern in Linkgo, one of my missions is to ensure success of this training program. Therefore, I want to write a report to examine the current situation of employee orientation program at Linkgo as well as

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having a deeper understanding of learning and development activities in real life businesses. Base on all the reasons above, I had chosen the topic “Evaluation of new employees training process at Linkgo Commercial Investment Company Limited” for my report. The main methodology used in this report is qualitative. Besides, to accomplish the study, I used a combination of the research methods including observation and second data analysis. When working as an intern, I had the chance to observe all the training-related activities conducted by Human Resources Department in the company. I also collected various secondary data from the company’s websites and internal reports. Using all the information and data I have collected, I will assess the new employees training process of the company and give some recommendations to improve it. I hope that my report will benefit not only my organizations but to any other companies working in the same industry. Besides table of contents, acknowledgements, list of tables and figures, introduction, conclusion and reference, the report contains two chapters: Chapter 1: An overview of Linkgo Commercial Investment Company Limited and the evaluation of its new employees training process. Chapter 2: Evaluation of new employees training process at Linkgo Commercial Investment Company Limited.

Chapter 3: Recommendations to improve new employees training process at Linkgo Commercial Investment Company Limited.

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CHAPTER 1: OVERVIEW OF LINKGO COMMERCIAL INVESTMENT COMPANY LIMITED AND THEORETICAL BACKGROUND OF NEW EMPLOYEES TRAINING PROCESS 1.1 Overview of Linkgo Inc 1.1.1 History and development. In recent years, Vietnam, on its way to integrate with the world, witnessed the substantial growth in the field of cross-border e-commerce with the sales through Amazon platform alone at the end of 2020 tripled that of 2019. Crossborder e-commerce, specifically Print-on-demand (POD) has opened new doors for Vietnamese businesses in the predicament causes by Covid-19 due to its special business model. POD removes the barriers of travel, production and delivery from the supply chain by allowing Vietnamese businesses to outsource these stages to suppliers in the target countries and focus only on marketing and product development. Among emerging players in the field in Vietnam, Linkgo Commercial Investment Company Limited is a young and dynamic organization with ambitious vision in developing POD market. Linkgo has its root from the e-commerce department of Life Media Company Limited (Life Media., LTD). After a year of development, the company separated to operate independently on 6th June, 2019 was initially named EcomLink. The company then changed its name to Linkgo on 10th October, 2020 to better fit with the core values with “Link” refers to team collaboration and “Linkgo” means collaborate to develop together. Until now, Linkgo has over 40 employees working effectively together in 7 departments with a dream to be the global case study for every POD company. 1.1.2. Mission, vision, and core values The company’s vision, mission and core values are the result of mutual contributions between the board of directors and every employee and were officially issued in a document by the CEO, Mr. Nguyen Tien Dat in November, 2020. a. Mission

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Working in a field where customer service and products’ design are everything, Linkgo aims to create a “wow” shopping experience through their creative products and exceptional service to customer. b. Vision Linkgo aspires to achieve two things in the future. The first goal is becoming a global case study of POD’s business model and organization building. The second one is to grow into a holding company with many smaller companies working in different fields in Make Money Online (MMO) industry. c. Core values Linkgo values 5 main traits and qualities, specifically as follows: Customer-oriented: Linkgo wishes to deliver a “Wow” service to every customer who takes part in the shopping experience designed by the company. Team collaboration and family spirit: Linkgo believes that, in order to advance further in the future, all employees should have excellent teamwork skill and strong bond with each other. Contribute for a greater goal: Every employee, despite their positions and departments, should have a clear vision toward the ultimate goal of Linkgo and take it into careful consideration in all their actions and decisions. Pay it forward: In line with “Team collaboration and family spirit”, every employee must be willing to share their knowledge and offer guidance and help to anyone who ask for without hoping for anything in return. Bold and creative: To a start-up working in POD, be creative and ready to take risk are of great importance. Only by doing so, Linkgo can achieve the scale and business plan they aspire. 1.1.3 Organizational structure

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As a relatively young start-up, Linkgo’s organizational structure is quite simple and straightforward. The company is divided into 3 main divisions with 8 departments in total. The specifics are depicted in the organizational chart below.

Figure 1.1. The organization structure of Linkgo The CEO manages and supervises all activities and strategies carried out by departments. Under CEO, there are 3 main divisions and 8 departments, each with their own department head. a. Operation Division takes care of all product-related activities, with: R&D Department is in charge of researching customers, competitors and latest product trends to come up with new brand, product line or business campaign ideas. Design Department turns the ideas of R&D Department into specific creative designs on products and make adjustment where necessary. Customer Service Department is responsible for finding suitable supplier for the products, managing the production and delivery of these products, and taking care of customers through the company’s communication channels.

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b. Business Division helps selling and promoting the products to customers, with: Sales Department is in charge of promoting the products by running ads through online and social channels such as Facebook, Google, etc. Marketplace Department is responsible for managing company’s accounts on global e-commerce platform such as Amazon, Etsy. Brand Department is in charge of developing company’s brands through marketing activities. c. Back Office Division manages all internal affairs of Linkgo, with Human Resources Department is responsible for all personnel-related issues of the company, from recruiting, training and development to compensation and benefit and employee engagement. Accounting Department takes care of all financial tasks and problems in the company. 1.1.4 Product lines and business performance Linkgo provides print-on-demand products, mainly t-shirt and drinkware to European (EU) and United States (US) customers. Up until now, Linkgo has acquired more than 100,000 orders and has more than 10 global brands in all markets. Some of the flagship brands are presented in the table below. No

Brand name

Product niche

1

OGO Gear

Clothing and gear with

Performance • 28,000+ orders global

occupation theme

• 10% year-over-year

(Police, chef,

(YoY) revenue

firefighter, etc.)

growth compared to the previous year

2

Besstie

Clothing and drinkware 1,000+ orders since it with pet theme

3

Haikyyou

Clothing and accessories with

founded on 10th April, 2021 • 44,000+ orders global

7

Japanese cartoon

• 24% YoY revenue

theme.

growth compared to the previous year

Table 1.2. Linkgo’s brands and business performance (Sources: Sales and Brand Department)

1.2 Internship activities Linkgo is an emerging and thriving start-up in the field. Therefore, even though the company scale is still quite small, I got the chance to take care of all the work related to human resources development as a Learning and Development intern under the guidance of an experienced Human Resources Manager. My main tasks are to improve current training programs; build a complete competency framework for every department; conduct performance assessment sessions; organize and facilitate internal training courses; support other HR functions in employee engagement, recruitment and administrative tasks. During my internship, I have learned a lot from executing the aforementioned tasks and watching how other HR leaders and colleagues work. I have come to understand various L&D models and theories such as ADDIE, KirkPatrick, Task design, etc. In addition to that, many of my soft skills like problemsolving, teamwork, and communication skill are also honed as I have overcome many obstacles when carrying out my tasks. The company has paved the way not only for my career growth but also for my personal development by offering such a young, challenging and friendly working environment.

1.3 Theoretical background of Learning and Development 1.3.1 Definitions a. Learning and Development

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L&D is basically understood as the process of equipping employees with the knowledge, skills and attitudes they needed to perform well in their jobs. It entails facilitating the acquisition of competencies through experience, training programs organized by the company, coaching and guidance from line managers and leaders, and self-learning activities implemented by individuals. Harrison in “Learning and Development” helps us defined L&D more broadly as follows: “The primary purpose of learning and development as an organizational process is to aid collective progress through the collaborative, expert and ethical stimulation and facilitation of learning and knowledge that support business goals, develop individual potential, and respect and build on diversity.” There are 4 major components of L&D, which are: • Learning - the process by which a person obtains and develops knowledge, skills, capabilities, behaviors and attitudes. It entails the modification of behavior through experience as well as more formal methods of helping people to learn within or outside the workplace. • Development – the growth or realization of a person’s ability and potential through the provision of learning and educational experiences. • Training – the systematic application of formal processes to impart knowledge and help people to acquire the skills necessary for them to perform their jobs satisfactorily. • Education – the development of the knowledge, values and understanding required in all aspects of life rather than the knowledge and skills relating to particular areas of activity. b. Strategic L&D Strategic L&D is an approach in which human resources development activities are closely aligned with organizational goals and objectives. This approach is based on a fundamental proposition that the human resources of an organization play a strategic role in its success. Through the establishment of a learning culture and the design of organizational and individual learning strategies,

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strategic L&D strives to provide a cohesive and comprehensive framework for developing people. Therefore, it is about ensuring that the organization's intellectual capital is developed as well as making sure qualified individuals are accessible to fulfill current and future demands. The main thrust of strategic L&D is creating an environment in which employees are motivated to learn and develop. Although strategic L&D is closely related to organization’s business goals, its strategies also have to keep in mind the individual development needs of employees. 1.3.2 L&D implementing model ADDIE is a widely used model in training and development. It helps human resources specialist develop a broad and general approach while devising training strategy (Blanchard and Thacker, 2006). ADDIE is an acronym for the major processes of training: • Analysis: During the analysis phase, the learning goals and objectives are determined, as well as the learning environment and the learner's current knowledge and abilities. The analysis phase begins with the identification of the organizational performance gap (when Actual Organization Performance is less than Expected Organization Performance). Things such as profitability shortfalls, low levels of customer satisfaction, or excessive scrap are all examples of a current performance gap. Once a performance gap exists, the cause must then be identified. When a cause is identified and its eradication is deemed critical, the cause's elimination becomes a "need" for the organization. The analysis phase is often referred to as a training needs analysis (TNA) as it only concerns with the causes related to Knowledge, Skill, and Ability (KSA) deficiencies. • Design: The design phase deals with subject matter analysis, the program outline and the use of learning aids and assessment instruments. The inputs to the design phase are the training needs determined in the analysis phase, as well as areas of constraint and support. The development of training objectives is a crucial procedure in the design phase. These give instructions

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on what will be taught and how it will be taught. They define the employee and organizational outcomes that should be attained as a result of training, and they are used as inputs in the model's development and evaluation phases. Another step in the design process is establishing how the training will ...