Placing target to become Vietnam’s leading enterprise operating in various field of import and export, crude oil trading as well as retailing and distribution of petroleum products, PetroVietnam Oil Corporation (PVOIL) strives to improve service quality.
Business story of PVOIL
When petroleum quality emerged as a concern in the public, several local enterprises began to strictly controlled petroleum quality. However, PVOIL ‘s President and CEO Cao Hoai Duong give priority to assuring good quality to protect consumers' interests.
Story 1: Five principles to ensure petroleum quality
According to PVOIL's point of view, competing by product and service quality is key for success.
The corporation proposes 5 principles of quality assurance and services in petroleum sector. The principle is tightly control in all of production phase; compliance with sampling and handing over samples; clear delineation of responsibilities among stakeholders; protection of consumers' interests; not exporting goods without complying regulations.
Those principles prove strict process in petroleum trade of PVOIL.
PVOIL strictly checks the processes and regulations
Since 2016, PVOIL has deployed project on improving quality of services at the petroleum depot (Project 808) and project on improving quality of customer service at affiliated petroleum stations (Project 1114).
Thanks to the projects, PVOIL’s petroleum storages and stations undergo regular inspection for good quality. The environment around the storages are also inspected.
PVOIL's regulations, the quality control of PVOIL’s products, is closely monitored, from importing, storage, blend to delivery, according to PVOIL’s Chief of Petroleum Products Trading Division Hoang Dinh Tung
Nha Be petroleum depot (PVOIL Nha Be)
At Nha Be Petroleum Storage, (PVOIL Nha Be), the process of managing petroleum is controlled strictly from importing, storing and transporting from warehouses to retail stores and agents. According to Director of Nha Be Petroleum Storage Ngo Duc Dung, the quality control was carried out daily and random inspections.
When there is an abnormal change in the amount petroleum in the tank, PVOIL will take a sample to check the quality. If the results do not meet the quality standards, delivery of petroleum from the tanks will be suspended.
During the transport process, owners of trucks or the representative of the means of transport must comply with the relevant regulations such as not taking off seals. Withdrawing or adding any substance to petroleum during transportation is strictly prohibited.
Box: During the coming years, PVOIL has the target to increase the proportion to 35% for retail channel (current, 26%), sales channel of corporate customers (currently, 20%) and market share (currently, 20%). In particular, PVOIL has determined it will give top priority for enhancing quality.
At PVOIL petroleum stations, before receiving products, staff must check sealing status of the cargo and compare with the actual seal. If there is a complaint about product quality, staff stop selling the product for inspecting.
For affiliate and franchise stores, quality control is a challenge to deal with. Franchise stores are allowed to buy PVOIL petroleum and use PVOIL brand to sell the products. If the regulation is followed, PVOIL can easily check the product quality and have responsibility of the petroleum sold. PVOIL is determined to cut the contract if franchise agents violate the quality standard of PVOIL.
In a competitive market, prestige and quality are what make a business different. Quality creates prestige, reputation is the basis for sustainable existence and a foothold for the business in the hearts of customers.
Thanks to strict process from various stages including import, storage, delivery to consumers closely monitored, PVOIL gradually conquers consumers, confirming the competitive view with quality and professional services.
Story 2: PVOIL - Compliance with business ethics