| Abstract | PetroVietnam Technical Services Corporation (PTSC) was established in 1993 as a
member of the Vietnam National Oil and Gas Group (PetroVietnam). With over 17 years
of construction and development, PTSC has been known as a leading provider in Vietnam
and a good brand name in Southeast Asia for providing technical and service for the oil
and gas industry. Some core services which made up PTSC brand name are: marine
service, supply base service, offshore engineering & construction service and production
service.
Due to its core business field, the staff competency is no doubt one of the vital factors to
define the service quality, competitiveness and competitiveness advantage of PTSC. The
customer poll result in late 2009 found that, a large number of customers gave low
assessments of the service quality of PTSC, which is caused by many reasons but the main
reason is the competency of its staff did not meet the work requirements. In order to
objectively assess the current performance of PTSC staff, the author has conducted a
customer survey on the satisfaction of the customer about the competency of the staff.
The questionnaire was designed including 18 questions, with 5 levels of assessment. The
questions in the survey is the competency standard of PTSC employee, which was built in
2008 by TALENTNET. The survey was carried out with 62 people working at 5 company
who are using PTSC core services, they are Petronas Vietnam, Vietsovpetro,
Schlumberger, and Cuu Long JOC PVEP. The survey results showed that there were still
some cretia received very low satisfaction from customers, such as Communication skills,
Negotiation and Consumer-Convincing skills, Presentation Skills, Ability to cooperate and
inter-department work together toward a common vision, Ability to adapt well in the
Multicultural working environment etc.. Based on survey results, information and data, the
author have used fishbone diagram to analyze and find the root causes. After finding the
root causes of the problems, another analysis and study have been done to find out specific
solutions to improve the staff competency, which will improve the service quality,
competitive competencies of the PTSC. |