Bachelor Program Tourism and Leisure Management
FINAL REPORT
submitted at the
IMC Fachhochschule Krems
University of Applied Sciences
Bachelor Programme
Tourism and Leisure Management
By: Giang Hoang Tra My
Hanoi, 2024.
1 | PTS GUIDELINE
General information
Student’s Name : Giang Hoang Tra My
Phone number : 0385697668
E-mail : gianghoangtramy63@[Link]
Internship Department:
Training Period: 22 weeks ( from 5/3/2024 until 16/8/2024 )
Company: Phu Hung Auto Company
Address: Nguyễn Tất Thành Street, Việt Trì City, Phú Thọ Province
2 | PTS GUIDELINE
Table of contents
Table of contents ............................................................................................................................... 3
List of figures ..................................................................................................................................... 4
Chapter 1: Executive summary ........................................................................................................... 5
1.1: Role and position of the student in the organization ..................................................................... 5
1.2: Reflection of mutual expectations and lesson learned ................................................................... 5
Chap 2: Organization description ........................................................................................................ 6
2.1: General information ........................................................................................................................ 6
Chapter 3: Organization Internal Dimension ....................................................................................... 7
3.1: Objectives and strategies ................................................................................................................ 7
3.1.1: Vision and mission .................................................................. Error! Bookmark not defined.
3.1.2: Strategic planning and controlling ......................................................................................... 7
3.2: Organization structure .................................................................................................................... 8
3.3: Culture ........................................................................................................................................... 13
3.3.1: Core value ............................................................................... Error! Bookmark not defined.
3.3.2: Logo...................................................................................................................................... 13
3.4: Personnel structure and human resources ................................................................................... 15
3.5: Infrastructure ................................................................................................................................ 16
3.6: Technology .................................................................................................................................... 16
Chapter 4: Organization external dimension ..................................................................................... 17
4.1: History ........................................................................................................................................... 17
4.2: Status quo...................................................................................................................................... 17
4.3: Expectation and perspective ......................................................................................................... 17
4.4: Socio-economic environment ....................................................................................................... 18
Chapter 5: Critical Reflection ............................................................................................................ 19
Chap 6: Conclusion ........................................................................................................................... 20
List of figures
Figure 1: Organization chart
Figure 2: Accounting department structure
Figure 3: Logo of Phu Hung Auto
Chapter 1: Executive summary
1.1: Role and position of the student in the organization
At first, I was very worried about finding a job during my internship. However, thanks to the
advice of my teachers and family, I was helped and decided to spend more than 6 months
working at my family company. Although it was not a travel company, I quickly adapted to the
job through my school subjects on management
During my internship, I was assigned to do a job related to the accounting department at a
company. The company's accounting department is responsible for preparing financial reports,
maintaining the general ledger, paying bills, issuing invoices to customers, calculating salaries,
etc. As an accountant, my daily duties include tracking the company's financial income and
expenses, recording all monthly financial transactions, and maintaining the cash register. I also
worked as a receptionist sometimes, assisting people in welcoming customers and introducing
the company to customers when the number of customers was too large and the reception desk
was short of manpower.
1.2: Reflection of mutual expectations and lesson learned
During the 22 weeks of internship, I had the opportunity to interact and work with wonderful
colleagues and customers. As a student intern, the first days were inevitably confusing and filled
with mistakes, but my senior colleagues always cared and shared with me tips on how to work in
an office environment. Meeting many customers also helped me gain more experience in
providing better services. Thanks to this new experience, along with the help of my manager, I
learned more about how a company operates, business etiquette and industry standards.
In addition, I also realized the importance of teamwork when working in an office environment.
Teamwork helps me maximize my creativity, productivity and work efficiency, and at the same
time know how to use my time more scientifically and maintain close relationships with
colleagues
I also improved and developed my professional knowledge of Excel skills as expected. In
addition, I improved my communication and customer care skills and learned more about
customer psychology through mistakes. I learned from the experience to apply to future jobs
more easily.
Chapter 2: Organization description
2.1: General information
Phu Hung Auto is a newly established auto repair showroom in 2023. It is one of the small
services under the name of Phu Hung Trading and Service Joint Stock Company - a company
that has been operating in the gas and lubricant industry for more than 20 years. From 2002-
2008, the company has made memorable breakthroughs in the business market. The average
annual revenue is from 4.5 million USD and the company has always held an important position
in the Vietnam Gas Association. In recent years, the company has wanted to try its hand at the
auto business and has gradually tried to expand its services. Starting from the inspection station
and implementing additional Mitsubishi and Wuling showroom projects, the company
confidently added an auto repair showroom. With enthusiastic reception and long-term repair
skills, Phu Hung Auto has quickly risen and fortunately received the support of customers.
Although a new face in the industry, Phu Hung Auto is trusted by customers and is one of the
familiar auto repair locations for Phu Tho people. The company provides convenient and fast
auto maintenance and repair services with a pick-up and drop-off service package. At Phu Hung
system, it is an address that provides genuine products and spare parts, ensuring quality. Here,
customers have the opportunity to visit the auto repair area, receive advice on product
information, sales policies, after-sales services and the best incentives on the market. With a
team of well-trained technicians, a modern machinery system and professional customer care
service, the company is always committed to satisfying customers in the most perfect way.
Chapter 3: Organization Internal Dimension
3.1: Objectives and strategies
3.1.1: Vision and mission
Phu Hung Auto's vision is to become a trusted address in the field of automobile services in Phu
Tho province. The company always strives to become TOM ( top of mind), build a quality brand
image and always innovate to make a difference from competitors in the local market.
By focusing on meeting all customer needs, the company always wants to provide from the
smallest jobs to complex services for customers. Careful maintenance and repair of all types of
cars, from cars to trucks.
To build an effective vision and mission, in addition to maintaining quality, the company always
tries to analyze the market to understand customer needs and the competitive situation. The
company sets specific goals, evaluates work efficiency and makes necessary adjustments,
creating good relationships with potential customers.
3.1.2: Strategic planning and controlling
Planning
In order to meet the increasing demand of customers for service quality, Phu Hung Auto is trying
to upgrade and expand its scale of operations. The company invests and upgrades the most
modern equipment available today, while training a team of professional and highly skilled
technicians. In addition to expanding and repairing the workshop area, the company also focuses
on improving the working space, creating a comfortable and professional environment for
customers.
In parallel with the expansion of scale, Phu Hung Auto is constantly diversifying its services to
meet the increasing needs of customers. In addition to traditional car maintenance and repair
services, the company aims to provide services such as car tuning, air conditioning maintenance,
specialized car care, etc.
Controlling
To ensure that Phu Hung Auto's development plan is implemented effectively and according to
the plan, the company has established a strict monitoring system every month. Identifying and
monitoring KPI indicators such as revenue, number of customers, operating efficiency and
customer satisfaction each month is extremely important. In addition, building monitoring tables,
periodic evaluation and organizing small meetings to update information also play a key role and
resolve problems very effectively. To motivate employees, creating a positive working
environment is essential. At the end of the month, the company often organizes team building
activities and organizes birthday parties, giving additional bonuses in the birthday months of
employees. In addition, the company uses support tools such as management software and some
data analysis tools to help people make smarter business decisions.
3.2: Organization structure
It can be said that the role of the management apparatus is very important in the company, it
plays a key role so that the business can easily achieve the set goals. The person holding the
highest position is the director who always makes important decisions to put the company on the
path of development. Following that are many small positions behind to support. The company's
motto always has one - to create good service to bring to customers, the departments must be
closely linked together.
Figure 1: Organization chart
Directors
The director at Phu Hung Auto is the driving force behind the company’s success. They are
responsible for developing and implementing a long-term strategic plan that aligns with the
company’s goals and the evolving automotive industry. This involves making key decisions
regarding investments, acquisitions, partnerships, and other strategic initiatives. In addition to
strategic planning, the Head of Business oversees the operations of all departments within the
showroom, ensuring they work cohesively towards common goals. This includes managing
finances, recruiting and developing talent, building relationships with customers, and staying up-
to-date on industry trends.
Sales department
The sales department at an auto repair showroom plays a key role in driving business growth and
ensuring customer satisfaction. They are responsible for actively seeking out potential customers,
advising them on their specific needs, and selling repair and maintenance services effectively.
They are also tasked with resolving customer queries and complaints promptly and
professionally.
Accounting Department
The Accounting Department strives to maintain the financial health and operational efficiency of
an auto repair shop. This department is responsible for tracking and managing the company's
revenues and expenses, ensuring accurate financial reporting, and providing the financial data
needed for decision making.
Marketing department
The Marketing Department plays a vital role in driving the success of an auto repair showroom.
By effectively implementing marketing strategies, showrooms can attract new customers and
retain existing customers. Marketing efforts for auto repair showrooms typically include
branding and positioning, market research, customer relationship management (CRM), digital
marketing, traditional marketing, public relations, as well as promotions and incentives.
Production department
The Production Department is the heart of an auto repair shop, responsible for overseeing and
managing the entire repair process. This department plays a vital role in ensuring service quality,
customer satisfaction, and overall showroom efficiency. From start to finish, the Production
Department is involved in every step of the repair process. They supervise technicians, manage
equipment, maintain inventory, and implement quality control measures. By effectively
managing these aspects, the Production Department ensures that repairs are performed
efficiently, to the highest standards, and to the satisfaction of customers.
Figure 2: Accounting department structure
In order to work effectively in this environment, you need to cultivate knowledge of accounting,
taxes, the ability to use accounting software proficiently, as well as carefulness, meticulousness
and a high sense of responsibility. Accounting Manager is the head, responsible for planning,
human resource management, financial reporting and financial consulting for the board of
directors. The next position mentioned, Accounting clerk plays an important role in supporting
the accounting department. Their daily work revolves around entering accounting documents,
organizing files, comparing data and supporting accountants in other tasks. This is a position that
requires meticulousness, carefulness and the ability to work with data. Through this job, an
Accounting clerk will be familiar with the accounting process, practice the necessary skills and
have the opportunity to develop a career in the accounting field.
The last position is accountant - also the position that I was assigned, my task is to ensure the
accuracy and completeness of accounting data carefully. My daily work includes collecting,
checking and recording all documents related to business activities, thereby providing accurate
financial information for the company's decision making. Occasionally, my task is to print
documents and help the chief accountant organize company documents.
3.3: Culture
3.3.1: Core value
Phu Hung Auto always puts quality first. With a team of professionally trained technicians and
modern equipment, the company aims to bring customers the best, fast and effective auto repair
services. The company is always ready to listen and understand the needs of customers, in order
to provide the best solutions. Transparency in information, professionalism in the way of
working and dedication to customers are the core values that the company always remembers.
Continuously learn and innovate to bring the best services and satisfaction to customers, while
building a professional and friendly working environment for employees.
3.3.2: Logo
The logo of Phu Hung Auto Company exudes a modern and professional look with the image of
a car stylized delicately on a luxurious black background. The soft lines of the car combine
harmoniously with the silver color, creating a strong and graceful feeling. The prominent red
color, dotted on the logo, symbolizes the passion and enthusiasm of the team of experienced
technicians.
Figure 3: Logo of Phu Hung Auto
3.4: Personnel structure and human resources
Labor force
With a team of 49 experienced employees, each employee is supported and respected by the
company and given the opportunity to develop and learn. The company also always creates a
friendly, open working environment, where everyone is willing to help each other. The
enthusiasm and thoughtfulness of the staff is something that customers who have come to Phu
Hung Auto always appreciate.
Recruitment
Phu Hung Auto always opens its doors to welcome young and enthusiastic talents. With the
shortage of human resources at the company, the company hopes to have the opportunity to work
with many new technicians, access modern auto repair technology and learn and improve skills.
Training
Employee training does not stop at the initial stage but is maintained throughout the working
process in the company. Phu Hung Auto regularly organizes experience sharing sessions and
meetings for employees to update new knowledge about new car models and new repair
technologies. This helps ensure that the staff always work at the highest efficiency and meet the
increasing needs of customers. As one of the leading auto repair shops in the locality, the
company is proud to have trained a large number of high-quality technicians. These people not
only contribute to the development of the shop but also contribute to improving the quality of
auto repair services in general.
3.5: Infrastructure
Phu Hung Auto's infrastructure is carefully invested to meet the most stringent standards. With a
system of modern machinery and equipment such as diagnostic machines, steering angle
alignment machines, along with a team of experienced technicians, the repair workshop not only
ensures service quality but also significantly shortens repair time for customers. In addition, the
clean working space, along with a large reception area, creates maximum comfort for customers.
All working processes are standardized, ensuring professionalism and transparency, helping
customers feel completely secure when using the service when coming to the company.
3.6: Technology
At the company, we always invest in the latest advanced machines, such as: multi-function
diagnostic machines to accurately identify vehicle errors, to specialized repair tools such as laser
welding machines, etc. All contribute to improving efficiency and service quality. In addition,
workshop management software helps optimize work processes, from appointment management
to tracking spare parts inventory. Thanks to technology, car repair becomes faster and more
professional, and also makes it easier for employees to work.
Chapter 4: Organization external dimension
4.1: History
Phu Hung Auto Company is a small business of Phu Hung Trading and Services Company
Limited and was founded on September 1, 2023. Though a young company, it’s firmly rooted in
the more than 20 years legacy of Phu Hung Trading Services Company, a local powerhouse in
the gas, lubricant and auto parts industry. This gives Phu Hung Auto a distinct advantage. The
company benefits from extensive industry knowledge, established relationships with long-
standing suppliers and customers, and a proven track record of operational excellence. This solid
foundation enables the company to quickly launch operations and establish itself as a trusted and
reliable automotive service provider.
4.2: Status quo
The auto repair industry is currently undergoing significant transformation, driven by
technological advances, changing customer expectations, and increasing competition between
showrooms. The rise of electric vehicles presents new opportunities and challenges for Phu Hung
Auto, requiring specialized tools and training. Customers now demand transparency,
convenience, and high-quality service, which puts pressure on the company to adapt its
operations. The competitive landscape is also increasing, with more companies entering the
market and larger chains expanding their operations. Despite these challenges, Phu Hung Auto
has successfully invested in technology, training, and customer service to position itself for long-
term success in the auto repair industry
4.3: Expectation and perspective
With the desire to bring high-quality auto repair services closer to more customers, Phu Hung
Auto is planning to expand its network of facilities. This expansion will not only help increase
customer access but also increase brand recognition. The company hopes that with each new
facility, Phu Hung Auto will continue to bring perfect service experiences, meeting all customer
needs.
4.4: Socio-economic environment
Customers
The company believes that maintaining good relationships with customers is the key factor for
Phu Hung Auto to succeed in its field. The company always tries to make sure that customers are
satisfied with the service because in the future they will be loyal customers, introducing friends
and relatives to use the service, helping the workshop increase revenue and expand the market.
Customers not only bring a stable source of income but also help the workshop reduce marketing
costs and attract talent.
Suppliers
The company has been cooperating with many large spare parts distributors such as Wuling,
Mitsubishi, Mazda etc. They provide necessary resources such as spare parts, equipment, repair
tools, helping Phu Hung Auto ensure service quality and meet customer needs. In addition, the
supplier also provides technical support services, professional advice, helping the company
update the latest technology in the industry. Thanks to them, the workshop can reduce costs and
improve operational efficiency.
Competitors
Phu Hung Auto has many competitors, which can come from many different sources. For
example, from large and small auto repair shops, auto dealers to private garages in Viet Tri. To
maintain and develop, the company regularly evaluates competitors, identifies its strengths and
weaknesses to develop appropriate business strategies, such as improving service quality,
diversifying products, and building a strong brand image.
Chapter 5: Critical Reflection
During my internship at Phu Hung Auto, I had invaluable experiences with customers and long-
time employees. The accounting and customer service positions helped me better understand
how a company operates. However, because it was my first time working, it was inevitable that
there would be unnecessary mistakes, such as many times I entered incorrect data into the
accounting software, causing inaccurate material cost calculations, leading to trouble for me and
the company. Through these mistakes, thanks to the enthusiastic guidance of my colleagues, I
quickly corrected the errors and learned valuable lessons. I realized that carefulness and
meticulousness are mandatory factors in accounting work, so I trained myself to be more patient
and focused.
At first, I was quite worried because my company did not operate in the tourism industry, but
during the work process, I realized that there was a lot of accounting knowledge I learned in
school that I could successfully apply to my work. I have also thoroughly applied some Excel
tips I learned and was also taught many new things. In addition, when the company was short of
staff, I was given a few customer care sessions by the staff. It can be said that good
communication with customers is also necessary to make customers come back to use the service
a second time. Communication is my weakness and I have spent a lot of time practicing.
Learning how to calmly listen, understand and answer customers' questions is always something
I need to improve
The internship at Phu Hung Auto was a memorable time, marking a milestone in which I
experienced practical and useful knowledge from valuable colleagues. Gradually, I became more
familiar and confident in the assigned work.
Chapter 6: Conclusion
The 6-month internship at Phu Hung Auto was a meaningful journey for me. Not only did I gain
practical experience in accounting and customer service, but I also had the opportunity to learn
about the inner workings of an auto repair shop. After the internship, I was quite confident in my
understanding of a company's workflow and which position I fit into, and I was happy to
contribute a small part to the company's success. The valuable experiences I have accumulated,
including problem-solving and teamwork skills, will be a useful and solid foundation for me to
step into the career path ahead.