Business System Analysis and Design
Southern New Hampshire University IT210
Business System Analysis and Design Report
Analyze on Viettel Telecom Business System and Design


Table of Contents
I. Positions ......................................................................................................................................... 3
II. Name, visions and missions of the company. .............................................................................. 3
Company name: ............................................................................................................................ 3
Mission: ........................................................................................................................................ 3
Vision:........................................................................................................................................... 3
III. SWOT analysis............................................................................................................................ 4
SWOT Analysis ............................................................................................................................ 4
-THE SWOT ANALYSIS DIAGRAM- ....................................................................................... 4
Description .................................................................................................................................... 4
IV. Five Forces Model analysis ........................................................................................................ 5
V. Three Generic Analysis ................................................................................................................ 8
Three Generic Analysis for Viettel: .............................................................................................. 8
Pick one of the strategy and explain why it is the best choice for your Viettel. ........................... 9
VI.Value Chain Analysis .................................................................................................................. 9
Value Chain Analysis for Viettel .................................................................................................. 9
How can you do business process reengineering to optimize your company's operations? ....... 10
VII. Supply Chain Analysis ............................................................................................................ 11
Analyze the Supply Chain: ......................................................................................................... 11
-The Supply Chain for Viettel Telecom- .................................................................................... 12
VIII. Available Customer Relationship Management ..................................................................... 12
IX. Database diagram to manage the data. ...................................................................................... 13
X. How AI can help improve strategic decision making in Viettel. ............................................... 13
Research and explain how AI can help improve strategic decision making in Viettel .............. 14
Some of the AI tools in the market that can be used for strategic decision making include: ..... 14

Reference......................................................................................................................................... 16

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I. Positions
Our team is the Board of Director of Viettel Telecom Corporation.

II. Name, visions and missions of the company.
Company name:

Viettel Military Industry and Telecoms Group

Mission:
As a “Caring Innovator”, the firm always regards each customer as an individual who needs to be
respected, cared for and listened to, understood, and served well. Besides, supposing the
foundation for a thriving business is social, Viettel is committed to reinvesting in society as well
by associating production and business activities with communal activities, especially healthcare
and education programs along with poverty support.
Vision:
In the last years, the company has made some grand achievements. In 2018, Viettel officially
fulfilled the goal of “ universalizing telecommunications” services and also become one of the 15
largest telecom enterprises in the world. In the same year, the brand repositioned itself with a
novel vision: To become a global business technology corporation, continue to maintain its
leading position in Vietnam regarding telecommunications & high-tech industry, and participate
in the top 150 largest enterprises in the world by 2030.
With these expectations, by the end of 2020, the business has completed 6 key foundations of a
digital society, involving: Digital infrastructure, Digital solutions, Digital content, Digital Finance
Security, and High-tech Industrial Production Research. Recently, in 2022, Viettel Construction
organized a series of seminars on business strategies and operating models of the corporation from

2023 to 2025. With a view to bringing the most comfortable and satisfying experience to
households and businesses, the department determines to create and develop business products in
the direction of a closed ecosystem: “Building construction - Provide equipment attached to the
project - Lifetime equipment care”. All linking business activities aim to engender target values
for clients.

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III. SWOT analysis
SWOT Analysis

-THE SWOT ANALYSIS DIAGRAMDescription:
Strengths:


Viettel is a prominent and respectable brand in Vietnam, with a solid reputation for innovation,
reliability, and quality.



The firm has an eclectic portfolio of services ranging across telecommunications, mobile
networks, cloud computing, and e-commerce. This eclecticism enables Viettel to distribute its risk
and earn revenue from disparate sources.



It heavily finances research and development, which guarantees that it is always the trailblazer in
the tech field, and it could offer advanced services to its consumers.




The brand also has a firm financial performance, with a sustainable revenue growth rate, which
indicates that it is a profitable and growing business.

Weaknesses:


The international presence of the company is limited as it is a Vietnamese telecom unit. Hence, it
faces curbs when it comes to expansion opportunities.



It is highly reliant on the Vietnamese government’s regulations and policies, which can impact the
operations of the corporation.



Due to its rapid extension plans, the firm is also dealing with a great debt level. Possessing a high
debt level could adversely affect the operation of the business in the long run.



In domestic and other markets, the telecom industry is extremely competitive, and Viettel faces
intense competition from local and global players.

Opportunities:


Expansion into other Asian and African markets to vary its profit streams as well as market

penetration is possible with Viettel.

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

The business could benefit from the growing demand for e-commerce and cloud computing
services in Vietnam and other Southeast Asian nations.



The increasing number of mobile users in developing countries provides the brand with an
opportunity to tap into these markets.



Digital transformation in the public and private sectors represents an opportunity for Viettel to
increase its customer base by offering new services.

Threats:


The fast advancement in technology could negatively influence the demand for the traditional
telecommunication services of Viettel and force it to invest in new projects that may require
significant resources.



As the corporation expands incessantly into other markets, competition from local and

transnational players is inevitable. This rivalry could have an adverse effect on its market share.



Some markets in which the company intends to expand may have local regulations and policies
that can limit foreign investments, thus making it tough for the brand to enter such markets.



The economic fluctuation and political instability in some of the firm’s operating markets present
a risk that can be harmful to its operations.

IV. Five Forces Model analysis
1. Supply power:
To be able to operate effectively in the field of telecommunications services, a substantial
investment in equipment is required, as is the identification of the best and most suitable supplier
for the company. Furthermore, there are policy changes and limited capital investment. It has
financial suppliers such as BIDV, MHB, Vinaconex, and EVN. It also has a number of material
and product suppliers, including AT&T (United States), Blackberry Nokia, Huawei (China),
Ericsson (Sweden), and Nokia Siemens Network (Finland). Because Viettel is a state-owned
enterprise run by the Ministry of Defence, the Ministry of Defence owns 100% of the company.
As a result, Viettel is not currently under competitive pressure from suppliers.
2. Buy Power:
Domestic market: Viettel is the most important telecommunications company in Vietnam.
Viettel's entry into the market contributed to the popularization of mobile phones in Vietnam. In
the Vietnamese market, Viettel continues to maintain its No. 1 position in telecommunications
with 54% of the mobile subscriber market share and over 40% of the FTTH fiber Internet
subscription market share.
In the first 6 months of 2022, Viettel has had many policies to attract customers to use 2G and 3G
technologies to 4G infrastructure, accumulating nearly 40 million 4G subscribers, raising the


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proportion of 4G subscribers to nearly 75%; broadcasting 168 5G stations in 24 provinces and
cities.
International market: Viettel's foreign telecommunications sector grew nearly twice the growth of
world telecommunications. Viettel's service revenue grew in all 9/9 markets over the same period.
In which, 6/9 markets had double-digit growth, including: Movitel (Mozambique) 38.6%; Mytel
(Myanmar) 79.6%; Natcom (Haiti) 28.6%; Lumitel (Burundi) 22.4%; Telemor (Timor Leste)
15.9%; and Halotel (Tanzania) 14.2%. Viettel also started the process of promoting technology
products to international markets such as B2B services in Myanmar; cyberinformation security
services in Germany; cooperate with technology corporation Nvidia (USA) to expand the business
system with artificial intelligence (AI) companies globally; trading in telecommunications
network equipment and information machines in some Southeast Asian and South Asian markets;
export fiber optic cable….
3. Rivalry among Existing Competitors:
Businesses in the industry compete directly, putting pressure on the industry to increase
competition intensity. The following factors will increase competitive pressure on competitors in
an industry.
+ Industry status: Demand, growth rate, number of potential competitors and
offer many unique marketing strategies.
+ Industry structure: Distributed system
+ Industry status: Demand, growth rate, number of potential competitors and
offer many unique marketing strategies.
+ Industry structure: Distributed system
+ Industry status: Demand, growth rate, number of potential competitors and
offer many unique marketing strategies.
+ Industry structure: Distributed system
o Industry status: Demand, growth rate, number of potential competitors, and many unique

marketing strategies are available.
o Industry structure: Distributed system
There are many competing firms in the distributed system, with no firm able to dominate
the business.
o Exit barriers
To be able to operate strongly in the field of telecommunications services requires
a lot of investment in equipment and finding the best and most suitable supplier for
the company. Furthermore, there are changes in state policies and limited capital
investment. It has financial suppliers such as associate companies, BIDV, MHB,

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Vinaconex and EVN. Besides, it also has a number of material and product suppliers
such as AT&T (United States), Blackberry Nokia, Huawei (China), Ericsson
(Sweden), Nokia Siemens Network (Finland
To be able to operate strongly in the field of telecommunications services requires
a lot of investment in equipment and finding the best and most suitable supplier for
the company. Furthermore, there are changes in state policies and limited capital
investment. It has financial suppliers such as associate companies, BIDV, MHB,
Vinaconex and EVN. Besides, it also has a number of material and product suppliers
such as AT&T (United States), Blackberry Nokia, Huawei (China), Ericsson
(Sweden), Nokia Siemens Network (Finland
The Vietnamese mobile telecommunications service provider market currently has many
providers, but the market is still dominated by three telecom service providers: VinaPhone,
Mobifone, and Viettel. In Vietnam, demand for services grows by 5-10% per year, while revenue
and profit of providers grow by the same amount. Despite the fact that the barriers to entry into
the industry are high and customer pressure is not significant, many businesses are preparing to
enter the market. As a result of this trend, the industry's competitiveness will rise, and consumers
will be increasingly respected.

4. Threat of new entrants
With financial advancement and the explosion of data innovation, human life is getting a lot
better, and portable phones are gradually becoming a necessity in life. According to M-Porter,
potential business competitors are not present in the industry, which has an impact on the future
industry. More or less potential competitors, as well as pressure on them to be strong or weak in
the industry, are determined by the following factors.
+) Industry attractiveness: Factors that influence industry attractiveness include the rate of return,
the number of customers, and the number of businesses in the industry.
+) Barriers to entry into the industry: Factors that make it difficult to enter the industry
•

Engineering

•

Capital

•

Commercial factors: Distribution system, brand, customer system d Specific resources:

Input materials (Controlled), Patents, Human resources, household
Viettel, Mobifone, and Vinaphone have joined Vietnammobile EVN in domestic
telecommunications. This is a potential rival giant behind the country's large capital investment in
the business sponsoring business. This is a real threat to water telecommunications companies,
making them wary.
5. Threat of Substitute Products or Services

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In addition to mobile phones, the internet is one of the most efficient and effective modes of
communication available today. As a result of the explosion of information technology, many
applications and products have emerged to replace things like texting and calling over the internet.
However, computers and mobile phones are currently used in tandem and support each other. The
computer and the internet are extremely useful, but they cannot replace mobile phones and media
transmission administrations.

V. Three Generic Analysis
Three Generic Analysis for Viettel:
1. Cost Leadership:
Viettel has used a cost leadership strategy to gain a competitive advantage in the
telecommunications industry. By reducing operational costs, optimizing resources, and leveraging
economies of scale, Viettel may offer their services at lower prices than their competitors. This
strategy could help Viettel attract price-sensitive customers and gain market share. Viettel has
concretized the goal of bringing telecommunications to all Vietnamese people with favorable rates
and many attractive promotions
2. Differentiation:
Viettel offers unique and innovative services such as telecommunications services, digital
services, e-commerce, payment services, and digital content. The service quality of Viettel's
customer service staff is also highly appreciated. Viettel's customer care staff is evaluated
professionally and dedicatedly on all interactive channels from customer care switchboards,
stores, technical staff... Not only that, the store network has a wide coverage. All over the country,
Viettel can respond quickly to the requirements of customers. Viettel creates a strong brand image
and attracts customers who value quality and superior services. This strategy could help Viettel
gain a competitive advantage and increase customer loyalty.
3. Focus:
In order to have a competitive advantage, the scope of Viettel's business strategy is the market
segments that the Group always targets. Since entering the market, Viettel has chosen to sell lowcost products and services for low-income people. This is a low-competition target market
segment with very high potential.Viettel has also achieved great achievements when investing in

telecommunications network systems to areas with difficult terrain, deep-lying and remote areas.
Identifying such a niche has great potential. Viettel's development strategy closely follows the
Government's development policy in the Post and Telecommunications industry: The goal of the
Group as well as the Government is to bring Vietnam to 60th place in the ITU and IT rankings.

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total revenue from the IT sector accounts for 17 - 20% of GDP; The average annual growth rate is
2-3 times the GDP growth rate, Vietnam must perform well 6 main tasks which are:
• Continue to develop and perfect the base of the entire telecommunications infrastructure;
• Bringing telephones, audio-visual equipment and computer equipment to households;
Developing IT applications in state agencies, serving the needs of people's social life
• IT industry development;
• Human resource development;
• Build IT corporations that can reach the whole world.
Pick one of the strategy and explain why it is the best choice for your Viettel.
IT is a constantly growing field in Vietnam and other countries around the world. Therefore, we cannot
deny that this is a good opportunity for Viettel to accelerate its development. With an equity capital of
more than VND500,000 billion and a talented staff, Viettel can quickly update Viettel's unions to outpace
its competitors and completely dominate the telecom market through this potential.

VI.Value Chain Analysis
Value Chain Analysis for Viettel
1. Inbound logistics:
Viettel's network will use new technology equipment with high energy efficiency, environment
friendly energy use, substation infrastructure / fiber optic cable to ensure urban beauty.
2. Operations:
The corporation operates a large network of te infrastructure including base stations, data centers,
and transmission lines. The company has also developed advanced technology and software to

provide high-quality services to its customers.
3. Outbound logistics:
Viettel distributes its products and services through a network of retail stores and authorized
dealers. The company also offers online channels for customers to purchase and manage their
accounts
4. Marketing and sales:
The business has a strong marketing and sales strategy that focuses on promoting its brand and
building customer loyalty. The company uses a variety of channels to reach its target audience,
including television, social media, and direct mail.
5. Service:
The firm places a strong emphasis on customer service and offers a range of support options
including call centers, online help, and in-store assistance. The company also invests in training
its staff to ensure high-quality service.

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6. Procurement:
The group has a well-established procurement process that ensures the timely delivery of raw
materials and equipment. The company also works closely with its suppliers to ensure quality and
reliability.
7. Human resources:
The company places a high value on its employees and invests in their training and development.
The company offers competitive compensation packages and a range of benefits to attract and
retain top talent.
How can you do business process reengineering to optimize your company's operations?
Business process reengineering (BPR) is a methodology that focuses on the analysis and redesign
of business processes to improve efficiency and effectiveness. Here are some steps that Viettel
Group can take to implement BPR and optimize its operations:
1. Identify the processes to be reengineered:

Viettel Group should identify the key processes that require reengineering. This can be done by
analyzing the current business processes and identifying the areas where improvements can be
made.
2. Map the existing processes:
The next step is to map the existing processes to understand how they currently operate. This can
be done by creating process flowcharts or using process modeling software.
3. Analyze the existing processes:
Viettel Group should analyze the existing processes to identify areas where improvements can be
made. This can be done by conducting process performance analysis, identifying bottlenecks, and
determining the root causes of problems.
4. Redesign the processes:
Based on the analysis, Viettel Group should redesign the processes to improve efficiency and
effectiveness. This can involve simplifying the processes, reducing technology unnecessary steps,
and introducing new new or automation.
5. Implement the new processes:
The redesigned processes should be implemented with appropriate training and communication to
ensure that all stakeholders understand the changes and are able to operate the new processes
effectively.
6. Monitor and evaluate the new processes:
Viettel Group should monitor and evaluate the new processes to ensure that they are achieving the
desired results. This can involve measuring process performance, identifying areas for further
improvement, and making necessary adjustments.

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By implementing BPR, Viettel Group can optimize its operations and improve efficiency,
effectiveness, and customer satisfaction. It can also help the company to remain competitive in the
fast-changing telecommunications industry.


VII. Supply Chain Analysis
Analyze the Supply Chain:
A division of Viettel Group, the largest telecoms provider in Vietnam, Viettel Telecom engages in
the telecommunications sector, offering services such mobile network, fixed-line telephone,
internet, and data. Viettel Telecom's supply chain is made up of a number of important parts,
including:
1.Suppliers:
The multiple suppliers that offer the business a range of goods and services make up the initial
link in the supply chain. They comprise, among others, suppliers of software, network
infrastructure, and equipment. Viettel Telecom typically purchases its goods and services from
Asian vendors like Huawei and Ericsson.
2. Manufacturing:
Production of hardware such as mobile devices, network equipment, and other items is a part of
the manufacturing process. Although Viettel Telecom does not produce these goods directly, they
work closely with authorized partners and vendors to guarantee that the goods they obtain adhere
to the appropriate requirements.
3. Logistics and Distribution:
After the goods are produced, they are delivered to the distribution centers and warehouses of
Viettel Telecom. They are then supplied to approved dealerships and retail locations around the
nation from there. Viettel Telecom has built a network of strategic alliances with logistics firms
all around Vietnam to enhance its distribution and logistics capabilities.
4. Retail and Customer Services:
Retail outlets and authorized dealerships of Viettel Telecom are essential components of the
supply chain because they are in charge of selling the business' goods and services directly to
consumers. In order to retain customer happiness and offer clients support services after
purchases, the company's customer care centers are essential.
5. Service and Maintenance:
Customers are guaranteed to receive top-notch support and help in the event that any problems
arise with the goods or services they have purchased thanks to Viettel Telecom's after-sales
service and maintenance operations. Via its devoted teams of specialists, Viettel Telecom offers

on-site and remote maintenance and technical support services.

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In order to provide its clients with high-quality goods and services, Viettel Telecom's supply chain is,
overall, a complicated and comprehensive process that requires the collaboration of multiple stakeholders
and tasks.

-The Supply Chain for Viettel Telecom-

VIII. Available Customer Relationship Management
Salesforce CRM is one of the most popular customer relationship management (CRM) platforms. Here
are some ways Viettel Telecom can utilize Salesforce CRM to enhance their interactions with clients:
Salesforce CRM:
Salesforce is CRM software that runs in the cloud and gives businesses the ability to manage all of their
customer interactions. It is equipped with a variety of features, such as the ability to analyze customer
data, integrate with various channels, track sales and marketing, and foster collaboration and
transparency. With Salesforce, Viettel may improve their client interactions in a number of ways.

1.Salesforce CRM can track and manage customer interactions by integrating with a variety of channels,
including email, phone, chat, social media, and websites. Viettel Telecom can make use of this
functionality to promptly address consumer concerns and feedback, which can raise customer happiness.

2. Evaluating Customer Data: Salesforce CRM offers a thorough picture of all of a customer's data,
including their contact details, past purchases, and past support interactions. Viettel Telecom can use this
data to determine the needs and preferences of the customer and provide goods and services that meet
those needs.

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3. Tracking sales and marketing initiatives: Salesforce CRM supports the management of sales initiatives
like lead management, opportunities, and sales forecasting. It also aids in monitoring the effectiveness of
marketing activities. Using this platform, Viettel Telecom may track sales and marketing efforts and
adjust its strategy as needed to boost sales and customer engagement.

4. Collaboration and Transparency: Salesforce CRM gives teams access to real-time updates and reports
on customer data. This function encourages cooperation across various Viettel Telecom divisions, which
may enhance communication and customer service.

In conclusion, by giving Viettel Telecom a thorough understanding of customer contacts, sales
operations, and marketing initiatives, Salesforce CRM can help the company improve customer service
and retention. Viettel can use this tool to better understand their customers, provide targeted products and
services, and respond quickly and effectively to their questions and feedback.

IX. Database diagram to manage the data.

X. How AI can help improve strategic decision making in Viettel.

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Research and explain how AI can help improve strategic decision making in Viettel
Artificial intelligence has the potential to significantly improve Viettel Telecom's strategic decisions.
Using big data and machine learning algorithms, AI can help identify patterns and trends, extract insights
and make predictions, enabling businesses to make more informed decisions.
1. Predictive analytics:
Predictive analytics involves using algorithms and models to analyze historical data and identify
patterns that can be used to make predictions about future outcomes. By using predictive

analytics, Viettel Telecom can forecast future trends in the market, customer behavior, and
network usage, which can inform strategic decisions related to product development, marketing,
and network optimization.
2. Recommendation engine:
The recommendation engine uses artificial intelligence algorithms to analyze user behavior and
preferences and provide personalized recommendations for customers. In the telecommunications
industry, recommendation engines can help improve customer retention and loyalty by
recommending relevant products and services based on customers' usage patterns and interests.
3. Natural language processing (NLP):
NLP technology allows machines to understand and interpret human language, allowing for more
effective communication and decision-making. In the telecom industry, NLP can be used to
analyze customer feedback and sentiment, providing valuable insights into customer satisfaction
and areas for improvement
4. Chatbots and virtual assistants:
Chatbots and virtual assistants use AI to provide automated customer service and support. By
leveraging natural language processing and machine learning, these technologies can provide
efficient and personalized support to customers, reducing wait times and improving customer
satisfaction.
Some of the AI tools in the market that can be used for strategic decision making include:
1. IBM Watson is a question-answering computer system capable of answering questions posed in
natural language³. It was developed in IBM's DeepQA project by a research team led by principal
investigator David Ferrucci³. Watson was named after IBM's founder and first CEO, industrialist Thomas
J. Watson³.IBM Watson is AI for business. It helps organizations predict future outcomes, automate
complex processes, and optimize employees’ time².

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IBM Watson:
This can help in analyzing unstructured data (e.g., social media, customer feedback, etc.) to

provide valuable insights into customer preferences, sentiments, and market trends. In this case of
Viettel, a telecommunication company, some possible areas where IBM Watson can be applied
are:
 Customer service and support – IBM Watson can be used to build a chatbot or virtual assistant
that can handle customer queries, complaints, and requests in a more efficient and personalized
manner.
 Network optimization and maintenance – IBM Watson can be used to analyze network data and
predict potential problems, allowing for proactive maintenance and optimization
 Marketing and Sales – IBM Watson can be used to analyze customer data and behavior, allowing
for targeted and personalized marketing campaigns that are more likely to convert into sales
 Data analysis and decision-making – IBM Watson can be used for analyze large amounts of data
from various sources, providing insights and recommendations that can help management make
more informed and strategic decisions
2. Salesforce Einstein:
Salesforce Einstein is an artificial intelligence technology that helps you deliver personalized
experiences, tailor every customer interaction with AI-generated emails, conversations, and offers
built on your real-time data¹. It can boost productivity with insights across sales, service,
marketing, and commerce embedded in your flow of work¹.
With Einstein AI you can build custom predictions and recommendations with clicks, embed
predictive insights into any record or in any app, and operationalize AI by adding it to every
workflow or business process.

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This AI-powered CRM platform can help Viettel to manage and analyze customer interactions, predict
customer behaviors, and develop personalized marketing and sales strategies. Salesforce Einstein can be
applied for business processes include:
 Sales: You can use Salesforce Einstein to enhance your sales process by predicting the customer’s
behavior and preferences, and by providing personalized recommendations to the sales team.

 Marketing: You can use Salesforce Einstein to improve your marketing campaigns by analyzing
customer data and behavior patterns, and by providing insights into the most effective channels
and campaigns.
 Supply Chain and Logistics: You can use Salesforce Einstein to optimize your supply chain and
logistics operations by predicting demand, tracking inventory levels, and enhancing delivery
routes.
Overall, AI can play a critical role in improving strategic decision making in Viettel Telecom by
providing actionable insights into customer behavior, market trends, network performance, and sales
forecasting.

Reference
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Viettelconstruction.

/>
dien-thuong-hieu-moi-voi-su-menh-kien-tao-xa-hoi-so/
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/>
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