UNIVERSITY OF ECONOMICS AND BUSINESS FACULTY OF BUSINESS AND ADMINISTRATION APPLICATION OF LEAN MANAGEMENT IN ENGLISH E-LEARNING: CASE STUDY OF STUDYNET JOINT-STOCK COMPANY Supervisor’s name: Dr. Nguyen Thi Van Ha Student’s name: Nguyen Thi Hong Nhung Intake: QH2012-E Program: International standard Hanoi — May, 2016 ACKNOWLEDGEMENTS At first. I would like to thank my faculty advisor, Dr. Nguyen Thi Van Ha, Lecturer of Corporate Social Responsibility, University of Transport and Communications (UTC) for guiding me throughout Bachelor thesis.
Besides, I would like to thank Studynet Joint Stock Company (belongs to Global English Group) for giving me chance to carry out my thesis. And, I would like to thank Mr. Do Dinh Duong for assigning this topic and guiding me during my thesis attachment with Studynet Joint-Stock Company. They supported me & taught me various strategies, theories, tactics and philosophies while doing internship program.
They shared a lot of information and allowed me to know about educational sector, its market and branding strategies. This study required voluminous primary information which I could not have collected properly in time without the help of my colleague, Ms. Nguyen Thi Hang, she also deserves my heartfelt thanks for her cooperation in helping me understand, participate, and perhaps preparing my report. A great deal of appreciation goes to the contribution of my faculty ~ Faculty of Business Administration.
I also would like to thank the Director of BBA International Standard Program, Mr. Nguyen Dang Minh, Internship Advisor, Ms. Vu Thi Thu Hang, and all the staff in the Faculty office that was patient in helping us complete this program. Last, but not least I am also grateful for my colleague and my team leader’s help, Ms.
Vu Thi Vui, along with my family members. Without their sustained support such an exhaustive study would not have been possible while working full time. From the bottom of my heart, I wish all of you health and happiness. Nguyen Thi Hong Nhung Hanoi, May 2016 TABLE OF CONTENTS ACKNOWLEDGEMENTS.12 nHh HH HH HH HH HH HH HH Hiệp i LISTE OF FIG GR ES ssi son.0usansescen ness sanastsrencoorsremeennnnar eT ET REET V LIST OF TA L5 ceceeiiiio-eikiksksekeesseseeoeeefLl)288G00S08 E9: S00950 ang V8ÿ353Eg5IET38H/7E8/025:1301500750 23A vi ABSTRACT scovsienncavsverussiigeatiicsvaitwnun-meonseoesumnonsnnnnina stens au iSitaini dina died Siitienalinills snnceacnasoaaaie R59 Vii TNTRODUCTION wrearsvasenssvasnvessvegeeocuveneeregenennsenennnennesnenea snaningwede Sch beside spienamasis Less 1 I9 43400006037ii1, 0.
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The Roles of Lean manaØ€I€TI. Lean management terminology and key concepts. Lean Management and Lean Thinking. Kev CGHGEDÍS scccenssessmiateniesnnenedtasanenneeetibsiniees 40-5 S44 chub GE85 imam OREM 12 1.
Background of English E-learning. The positive and negative sides of English E-learning.-------+- 16 iil Lx2:21xL„. ASU VATA BE Shes a sọ sox neamas oxe ern Seneca hong ame money eoer ENSUES ees ĐHEEBSHUU18010-009 oe mc 16 1. Overcoming the disadvantages of E-learning.
Applying Lean management to English E-learning Improvement. The importance of Lean in English E-learning. The background of Lean e-learning appÏiCafiOn. Wastes in English E-learning process.
Identification of suitable Lean methods for English e-learning sector. 24 CHAPTER 2: RESEARCH METHODOLOGY sissssscsnistssescosasnesnaossvasaunvvinenanosvevenssereensese 26 2.sasastaxnswenanescsetanssuneesssasrsies tower T5ELS0536. In-depth Int€rVi€W." HH Hà ch kg hiên 28 22:. scceexceereenseiekdig khi gi 1581165586885581485 S06 085001 5E ĐREO LG TU 0500.
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Solution 1: Changing attitude and awareness towards Lean. Solution 2: Application of 5S at Studynet. Solution 3: Application Of Ka1Z€n. nh HH HH ri, 55 4.
Solution 4: Standardizing process (Standardized Work) .nccowseresensersasnesacenvenvenan anna 389 E950 Sake S60 an sae 1907960 Tae Tấn HA 4i008E004685 0đ 55018655 58 1. Answering the Research Questions .-- -- Ăn HH HH ri 58 2. Reseafch: ConitriDffØfS. so ssss-s2444366x5515xk18-64584612344013658 365594950/091076509 XE S.S655 5E 2EEE 60 Fi TATRA 1.
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St St SH HH Hàn rớt 9 Figure 1.1b: 5S methodology eXDÌAHGÍOH. SE HH He 14 Figure 2.3: Flow Model of Qualitative Data Analysis Components "`". an OO Figure 3.1: Organizational structure Of GEG sccm ss moreso ta on nhì ăn Hrg th S01 396050010018 reese 36 Figure 3.2a: Layouts inside Studynet JSC. -c- SH re 39 Figure 3.2b: The registration process at Studynet.2c: Role of managerial levels and wastes in a lean orgqnizati0H.2a: Conceptual theoretical framework “Attitude change — change drivers”.2b: Before and after applying 5S at work pÌ4€Ô.--- St tenses sees reess 34 Figure 4.2c: The rate of employees (%) was introduced Kaizen philosophy and its SIQMUPICANCE eee eeccesecscnecseseneesesenseseseeseseseseseeneecsesenecsssscseseescsseaesessacseseceseesessnesesseassecasaceeeee 32 Vii ABSTRACT Applying Lean management in English e-learning is essential as planning a great business strategy.
Lean will help companies raise effectiveness and efficiency in service providing process. The implementation of Lean management inside any organizations enables to improve the quality of their service as well as customer satisfaction. Moreover, companies can adapt to the changing business environment dramatically. In 2015, English is widely accepted as the primary international language.
Asia has a high level of English skill diversity, with three countries in the high proficiency band as well as several in the lowest proficiency band. According to EF International Language Centre, 2015, Vietnam ranked fifth in Asia and 29th in the world for English proficiency (EP). In addition, English e-learning is a new learning method, so it is a potential piece of cake in Vietnam market. The thesis aims at investigating the effectiveness of Lean management application in English e-learning.
The direct observation, in-depth interview and available database analysis are employed to conduct this research. Though determining seven wastes in service providing process and showing several problems in the studied company, the author will give some useful solutions and suggestions to improve their current situation correspondingly. Keywords: Lean management, seven wastes, English e-learning, lean tools. vì LIST OF TABLES Table 1.1: The impact of applying Lean in lrdlMWSÍTV.- «chinh re 10 Table 1.2: Traditional education model and development-driven e-learning model.3: The ten wastes of the service IWđÏ1SÍTV.
SE hy 22 Table 3.1: Competitive Advantages of Studynet JSC. Error! Bookmark not defined.1: Effects ofLean Management in improving the quality at StudVHet. Background statement Nowadays, Information and Communication Technology (ICT) has strongly affected on many fields in the Vietnamese society in general and education in particular. And, it has made education more accessible and abundant to many people around the world.
Now, it is possible for an individual or a group to take classes online without being physically present in the same room, but in a virtual room. Online education has been made available to learners from K-12 to higher education and even to adult learners taking courses for professional development (Sloan, 2010). Depending on the achievements of ICT, E-learning (electronic learning) or virtual learning is considered as a revolution of the 21st century education and it has impacted on the traditional teaching and learning ways (face-to-face classes). E-learning is the process of learning through electronic facilities such as audio, video, interactive TV, CD - ROM, intranet and internet.
And, E-learning method has many advantages over traditional learning such as training anywhere, anytime, saving travel costs and costs of building units, supporting for a lot of levels, subjects and studying demands, evaluating learning outcomes precisely and optimize the quality of teaching and learning. Worldwide, there are many top international schools have focused significant efforts on this method such as Harvard, Oxford, Cambridge, Yale, MIT, etc. In 2015, English is widely accepted as the primary international language, it is also increasingly defined as a basic skill required of every student in every education system. In developing countries, English is often tied to development goals, expansion of the service sector, and increased connectivity to the rest of the world.
According to the annual survey by the EF Education First (EF International Language Centre, Swiss) in bo 2015, Vietnam ranked fifth in Asia and 29th in the world for English proficiency (EP). The EF report showed the relationship between the level of English proficiency and the level of competitiveness of the economy. Hence, countries with the higher EP level will have Gross Domestic Product per capita higher, the rate of educated young people or employment also significantly increases, etc. The average level of English language proficiency in Vietnam has risen slightly since last year (2014, ranked 33th) [1].
Moreover, the rate of Vietnamese learners register and access English language learning and teaching websites is higher and higher. However, the biggest barrier of learning English online is the effectiveness because most of the online learning models will be self-study. You will be equipped and accessed to lessons, lectures, other materials such as books and video clips. And, the learners will have to build a very high self-discipline to study and know how to use and exploit the available resources.
Currently, it is not difficult to find a service provider unit to learn English online directly with the teacher via Skype. However, most of these providers are in abroad so the cost for studying is expensive and the payment method is not really convenient for the Vietnamese learners. Moreover, the quality is always associated with business viability, especially in English language learning and teaching sector. And some main problems in English e- learning are such as poor quality and low customer satisfaction.
It can be said that until now, most of the e-learning organizations have limitations in delivering value to the customer along with high quality. They have still had unworthy wastes in their service providing process. Customers increasingly demand more speed and quality, all at a lowest total cost, while competitors wage a perpetual battle to steal market share. In order to be successful in such a dynamic and demanding world, Vietnamese companies or Studynet must be both stable and responsive to changes as well as always focusing on delivering value to the customer.
Therefore, the quality should be considered as one of the most important factors of educational product development and service provide as well. Therefore, English e-learning companies need to have an adequate understanding about Vietnamese educational style to develop the most suitable products. Problem statement As mentioned above, poor quality and unsuitable English course are the main issues of all English e-learning companies in general and Studynet joint-stock company in particular. Besides, the leadership role is very important in developing the right strategy and eliminating waste to get their goal as well.