Over the years, Retail Petroleum Enterprise – Petrolimex Saigon has been many programs in sales that brought high efficiency. The journalist of Industry and Trade Review had an interview with Mr. Duong Van Phi – Director of Retail Petroleum Enterprise (RPE) on this matter. We are please to introduce to the readers !
Journalist: Sir, we have had the opportunity to visit several Petrolimex petrol stations in some provinces and cities; but Petrolimex Saigon in particular we see a bulletinboard about “The sales process of retail petroleum for employees”. Please give us to know the significance of the work?
Mr. Duong Van Phi: Yes, implementing the sales process of the retail petroleum for employees is primarily in order to create the salesperson’s civilized communication and transparency for customers.
We would like that through the implementing for the sales process so that customers receive more than the value of salesperson such as greetings, instructions, thanks as well as making comfortable for them. Customers also need to get the transparency of salesperson, thereby they monitor the performance of sales and more trust with the salesperson’s operation.
As you know, the process states clearly, salespersons must direct their hands to suggest the customer check the number of display on petrol station before and after pumping fuels. In addition, customers also get the guidance and observation of salesperson, avoiding to pump fuels disorderly ...
All such instructions also aim is to serve customers better, making trust and friendliness for them, complaints will no longer occur. Actually, when going on complaints, it will affect the customer's time and the sales’ time, causing uncomfortable for both sides.
Process is also used to solve an objective reality when customers have complaints. Customers are instructed to order and sales will more quickly, avoiding confusion. Thus, the higher sales productivity is, the higher employee's income is. And the most important of all is to build the belief of customers and making up the prestige of enterprise, creating culture in trade transactions with customers ...
Journalist: Besides, I find Petrolimex Retail Stations to be installed camera systems, so how effective? Enterprise only appliesin priority petroleum stations or all petroleum stations of Petrolimex Saigon ?
Mr. Duong Van Phi: Enterprise’s camera systems are connected to the internet to leaders, the assigned staff and managers of Retail Petroleum Stations who can monitor on computers, phones at any time and any where, even go abroad.
The purpose of installing camera systems is to observe and supervise salesperson to perform the sales processes, executing labour regulations and protective equipment;shift shielding;the number of employees involved in sales;using the pumps …
Surveillance Camera at Retail Petroleum Station No.6 (District 3, Ho Chi Minh City)
Camera also allows management divisons to observe remote control in the implementation of import processes from tank trucks, locating the import of goods and tanks at the petrol station that meet the requirements to timely give them reminder and correct as soon.
In addtion, this system also helps managers to manage the operative situation 24/24h at the station, especially at night. Or supporting for the station's security guard, detection, prevention, deterrence, and is technical evidence to treat the incident as necessary, such as customer complaints and a breach of the sales process... All the events are logged. Thus, they support very good when reviewing images for learning experiences or handling.
At present, Enterprise has deployed to install camera systems at 40/65 stations in the center city and some areas where have complex security situations. Upcoming orientations, we will equip for all retail petroleum stations of Petrolimex Saigon.
Journalist: It is known that Piacom has been deploying the management information system of retail petroleum station (is abbreviation to “EGAS”). Has Petrolimex Saigon deployed to apply it? If Petrolimex Saigon applies, how effective is it?
Mr Duong Van Phi: EGAS system has been deployed by Vietnam National Petroleum Group, Piacom is the unit establishing for this management software. Enterprise has implemented 65/65 stations since December 2012. Our unit is one of the Group's units in coordination with Piacom and Project Management Board of Petrolimex Group to establish and improve management processes for petroleum stations. We are one of the two pioneer units to perform EGAS before enlarging to other units in Petrolimex system.
Prior to EGAS, each company of Petrolimex Group has had software for retail petroleum station management separately but also some shortcomings such as: management process is lack of uniformity among the companies in the Petrolimex Group. Resources spread, not to take advantage of common resources throughout Petrolimex Group. Especially, not to take advantage of the automation system in the management.
When deploying EGAS system, the above inadequacies are overcome and brought efficiently to compare with before, such as: saving time for operation of employees. Because this is an online management software, it will become a tool to help leaders execute better in the work of management system.
Example: when changing the price at the petrol pumps, Sales Division of Enterprise 's Office just manipulates to post the price in the right time, it will change on all pumps consistently and absolutely. Therefore, there are many restrictions to be overcome such as: having to stop selling, customers have to wait for long time, attendees ...
In addition, this system also integrates petrol station’s data with SAP-ERP system, providing inputs for SAP-ERP system, integrating information from its data center of PGBANK card services and other services such as express transfer ...
Journalist: Petrolimex Saigon often refers to 5S process, corporate culture; Please give us to know specific about this content ?
Mr Duong Van Phi: 5S is the practical method of Japanese, including: “Sorting” means eliminating all unnecessary tools, parts. “Straightening” means arranging the work, workers, equipment, parts, and instructions in such a way. “Systematic Cleaning” means cleaning the workplace and all equipment, and keep it clean, tidy and organized. “Standardize” means maintaining. “Sustain” means serving …
The significance of the 5S implementation is to create the working environment cleanly, neatly and professionally. From there, creating the comfort for the staff at the stations and ensuring the health of employees, labour safety; at the same time, creating the convenience and saving time in the process of work. Besides, improving productivity and increasing output; creating customers’ faith; creating the professionalism, the team, the availability of the service; enhancing to promote the technical innovations and working discipline; helping for the changes in mind of customers.
To perform 5S, asking people to take part in creating the coordination and working team, supporting each other. We have to establish the 5S standards. Through assessments, if the 5S standards were not ensured, we would correct immediately to create the professionalism, "ready" for everyone.
Journalist: Has the unit planned more improvements at the retail petroleum stations of Petrolimex Saigon in next time?
Mr Duong Van Phi: On target, according to the Group's direction and the company’s instruction, the unit defines to maintain the effectiveness of the programs which we are implementing and innovation must be determined regularly. Therefore, we also have many plans.
But first of all, we will focus on some key issues such as: upgrading and renovating its facilities at the petrol stations to change the basis of premises in oder to service for our customers better; enhancing safety, improving the work environment and creating urban landscape the city; using effective facilities of the retatil petroleum stations. Training of human resources, in particular managers following professional direction. Changing the value added services at the stations in the direction of the petrol stations of advanced countries in the world such as convenience stores, car wash ... Applying some petroleum advanced equipment to improve the management, to reduce costs and to enhance safety such as tanks which have two classes with technology in Japan, the pumps which are used cards, an automatic fire alarm system which are connected to the fire center of the city ....
Journalist: Thank you, sir !