7.0 Documents

Internship Appointment Letter

Reference Letter From Employer

Thank You Letter To Company Supervisor

Company Supervisor Evaluation

 


Certification Of Completion

6.0 My Future Plans

Career Plans 
After I've done with my 12 weeks internship , I had really experienced a lot of things which cannot be learnt through studies and assignments as what we have been doing in university are just based theories and concepts that we learn from lectures. There are still a lot of challenges waiting for me in the real world. Other than that, comparing the 3 departments that I had worked in Yamato company, I personally think that sales and marketing department seems to be a better place for me as I really like to deal, communicate and interact with people. In the coming internship, I will make it a try to have my intern at bank to learn more about finance and economics as I found it that the finance department in Yamato company is not a suitable place for me to pursue my career. Anyway, my main field of interest is still on Finance and Economics.

Further Development 
However , I'm in Finance and Economics course now and this year will be my final year, I believe with all the knowledge that I obtained from this course could make me become an even better person in the real commercial world.

5.5 My Reflections Week 11 and Week 12 ( 16th March - 27th March )

Time passes so fast as it has finally come to my last 2 weeks of internship. Previously I was always dealing with 1 customer through email who claimed that he owns a pastry shop which based in Petaling Jaya area. On 16th March, he called in and looked for me, the business owner claimed that he wanted to arrange an appointment with me on 18th March. After informing my sales manager, my sales manager felt that I can handle this appointment myself and asked me to bring along 2 interns to go along as the full time sales person was busy with his own stuffs. I got no choice and needed to drive there myself this time.

Before my appointment, 1 of the interns who came along with me had an appointment with his customer at Jaya One as well and apparently his appointment was earlier than mine so we went to Jaya One first. His customer was selling fresh fruit juices online and the business owner wished to use our Cool-Taqbin service in order to help her courier fresh fruit juices to her customers. The discussion was about 40 minutes between the intern and the business.

After that we were heading to Petaling Jaya for my appointment, the moment when I reached that area by following the address given by the business owner, 3 of us couldn't look for the exact shop at all. After asking the business owner for exact direction through phone call, we managed to reach the shop. It was totally out of my expectation because all the while I was thinking that it's a pastry shop, actually the owner's shop is like a one-stop centre, he only sells a few choices of puff, and he sells some healthy product drinks as well. Other than that, he provides photocopy service for the residents who staying nearby too. Without wasting the time, we straight entered into our discussion. After some conversation with the business owner, he actually wanted to use Yamato as his courier service agent. Since I am just an intern, I couldn't make any decision regarding of this issue. After we went back to office, I spoke up this issue to my sales manager and she claimed that Yamato does appoint third party to be our courier service agent. She asked me to prepare the all the necessary documents and agreement for him to sign if the business owner is agree with the commission rates.

Once I done preparing all the necessary documents and agreement, I emailed to the business owner regarding of all the details. The business owner signed and get back to me in 3 days time. It is considered a best ending for me before I complete my internship because other than dealing with the normal corporate customer, this time I deal with an agent, Before I leaving Yamato, my sales manager did ask me to pass all my quotation forms to the other intern as he will be following all my customers.

During my last day of working in Yamato, my sales manager actually organized a farewell party for me and few of the interns who were leaving Yamato soon as well. In these 12 weeks in Yamato, I can say that it was a new experience for me before I step out and work in the society after I done with my studies.

5.4 My Reflections Week 9-Week 10 ( 2nd March- 13rd March )

After a few days waiting for the manager from Bonlife Sdn Bhd get back to me, the manager suddenly called and told me the management did agree with the corporate rates Yamato given to them so they decided to sign up our services. Although I do not get any cents of commission from this deal but still I felt happy as I get to close deal with this potential customer myself.

On 7th of March, it was the annual dinner of Yamato company in year 2015. It was great that all of the interns got the opportunity to attend the company annual dinner as well. It was held in Holiday Villa hotel which is situated at Subang area. The annual dinner was served in buffet style in a variety of foods. Some programs such as award giving session, lucky draw and kampai session were carried on during the annual dinner. For most of the chinese, we always yell 'yum seng' when it comes to dinner session but japanese shouted 'kampai' instead. This was the other culture which I got to experience when working in a japanese company. 

During that week, we got some orders from some customers to help them pick packing newspapers and courier it out. 4 of the interns which including me were asked by the sales manager to do the pick packing in the warehouse, the amount of the newspapers is ridiculous as we needed to pick and pack 6000 sets of newspapers. This took us about 9 hours to get it done since morning we punch in at working place until we punch out at our working place. In the warehouse, the ventilation was so bad in the warehouse plus the delivery trucks and vans kept coming in and out. For my own point of view, it is not fun to work in the warehouse at all. 

Besides that, there was a random day during week 9 and week 10, I was called to work in the call centre again and this time my role was to scan all the waybills in piece by piece with the scanning machine which linked to the system itself. The same thing as it took me 8 working hours just to scan a carton of waybills only. Basically , all of the interns were asked to take turn scanning the waybills.

5.3 My reflections Week 7-Week 8 ( 16th Feb- 27th Feb )

After a few off days for Chinese New Year period , everyone was getting back to the working place as usual. However, there were a few numbers of full time employers still on leave for chinese new year celebration , I was being assigned to help in the call centre for a day. As I know nothing about the operation in call center before, thank god that there was an intern from TARC guided and taught me what should I do and how should I handle all the customers' inquiries.

What I can tell the about the operation inside call centre is the phone will be ringing non stop so we had to keep answering all the calls. Most of the calls will be regarding of missing parcel , arrange to pick up parcel , lost parcel , parcel got delayed and etc. The 8 working hours inside the call centre was really stress out as once I had solved and answered one customer's issue , another one will be calling in again. And of course, due to it was my first ever time worked in call centre so I am totally not familiar with the operation , it really put me into a hard situation as I got scolded and yelled by some impolite customers during that day. However, the lesson which I had learnt during that day was patience really matters when it comes to deal with this kind of customer. Thank god as the following day another intern from sales and marketing department had assigned to work inside call centre.

Back to the usual operation in sales and marketing department, there was a call from a potential customer who is distributing milk powder and I was the one who deal with this company. This company name is Bonlife Sdn Bhd and for this time I had successfully arranged an appointment with the owner without any guidance of my sales manager. I felt really proud as I really learnt how to deal with potential customer myself. Other than dealing with customers through phone calls, there were a couple of times which I straight away deal with walk-in customers in the meeting room as well.

When it comes to the appointment date with Bonlife Sdn Bhd, I went to the company which is situated at Selayang together with a full time sales person. As usual, we met and greet with each other before we had the proper discussion and meeting. For this time, I was the one who presented Yamato's services to the manager while the full time sales person sitting at beside to guide me if I have made any mistakes. Fortunately, things went really smooth during the meeting as I get to answer all the inquiries from the manager myself.

Other than these two events during week 7 and week 8, other things which I did within these 2 weeks were as usual such as preparing quotation, sending greeting email to potential customers and cool calling potential customers.

5.2 My Reflections Week 5- Week 6 (2nd Feb- 13th Feb)

During my fifth and sixth week in Sales and Marketing department, I really gained a lot of new experiences and learnt a lot of new things. On 3rd of February , I went out for an appointment with my sales manager upon her request. This appointment was meeting up with a korean client whose company is based in Central region. This company is under KMT group which is a group that sells a variety of imported korean products. After I had done preparing all the company brochure and necessary documents , my sales manager and I went to their office at our appointed time.

In brief, I was just a personal assistant for my sales manager. As usual, we met and greet each other when we reached their office. In a meanwhile, we were arranged to be waiting in their meeting room while waiting for the managing director. The company wasn't that big as what I expected, it just has 8 staffs in total including the top management. While waiting for the managing director, we were served with one of their company products which was a hot cup of green tea. The green tea smells really good in the meeting room. After awhile, the managing director who is a korean came in and apologized for kept us waiting in the meeting room. I was impressed with his good manner though.

Both of them who were my sales manager and the managing director started to introduce themselves before they start off with the meeting. My role during the meeting was to learn and listen how both parties explain and present the products and services to each other. At the same time, I marked down what were the korean client's inquiries and requirements on our Yamato's services. However, I was totally impressed with my sales manager's presentation skills, she has a very good presentation skills, I really learnt a lot of presentation skills from her though. The meeting almost took us for an hour and we bid farewell with each other. 

Right after we done with our meeting with the korean client, we went for a quick lunch. After our lunch, I was told by my sales manager that we would pay a visit to Kajang branch as there was a small problem occurred over there. It was another new experience for me as well. We started our journey off to Kajang. The moment when I reached Kajang branch , it wasn't that nice and big as what I expected. Basically, the branch has a warehouse and the working office is just right above on the warehouse only. Meanwhile, there were only 6 or 7 workers including 1 Japanese branch manager. For Japanese corporate companies, they would always only hire people with the same nationality for their top management. I made a wild guess that this is a culture for most of the Japanese companies throughout the world and from what I had observed in Yamato company. 

Besides these 2 things which I had experienced in week 5, I was suddenly being assigned by my sales manager went to Lazada warehouse to do pick up parcels on 11th February in a very last minute timing before I get to punch out from my working place. Tasks that I did for pick up parcels in Lazada warehouse were scanning all the parcels, printing out the waybill sticker through the mini printer which connected via bluetooth and most importantly it was imported all the way from Japan. It was really convenient to do pick up parcels by using the mini printer. Unfortunately, the scanning and sticking waybills took us almost 2 hours to get it done together with another intern who was from TARC college and it had actually exceeded the agreed working hour between Yamato and interns. However, I tried to ask my sales manager for allowance such as over-time pay but she turned it down and said interns are not allowed to get over-time pay. This was what I had experienced on the fifth and sixth week during my intern period in Yamato company.

5.1 My Reflection Week 3-Week 4 ( 19th Jan- 30th Jan )

During the third week of my internship , I was being told that I would be transferring to Sales & Marketing department. Reason being for such arrangement because there were 2 full time staffs had resigned from that department. Due to lack of manpower in that department, I was being assigned to assist in Sales & Marketing department.

Since I got no ideas about how to deal with customers and how to explain the company's products and services to customers on my first day in Sales & Marketing department, I was given a task of filling up the exhibition and event calender as per requested by my manager. I had been looking across many exhibition centres and halls regarding of their events and exhibitions from Northern region to Southern Region of Malaysia. One of the purposes of doing so is Taqbin Sales Team would pay a visit to some of these events and exhibitions to look for potential clients. 

Once I'd done filling up the exhibition calendar in year 2015, I started to read through every single details of Yamato company's brochure. Through the company's brochure , I get to know more about Taqbin. For Taqbin which is the courier service , it has 2 types of courier services such as the normal parcels and the other one is cold and chilled products. Thus, courier service for cold and chilled is better named as Cool-Taqbin. In my own point of view, there are many other courier service providers couldn't help their customers to deliver cool and chilled products , this is why Yamato company could be a little outstanding compare to other courier service providers such as DHL , Skynet, Citilink and Pos Laju. At the same time, there is another service which provides by Yamato is called Taqbin-Collect. Taqbin-Collect is the service which deals with cash on delivery service. This means that Yamato company will help on behalf of the senders to collect the exact amount of money on goods from receivers, if the receivers failed to pay the exact amount of money stated on the waybill itself , the sales drivers will not pass the goods to the receivers and will keep the senders informed about that issue. This service makes the senders not to worry about their goods being scammed by third parties.

The next thing which I had learnt in the sales department is preparing the quotation for clients based on 3 Tiers which are Tier 1 , Tier 2 and Tier 3. For Tier 1 which is the most expensive corporate rates for only japanese companies and other logistic companies. Speaking of Tier 2, it has the moderate corporate rates for clients who wish to courier products such as electrical appliances, cosmetic products, IT products, fragile products and etc. For Tier 3 which is the cheapest corporate rates for clients who wish to courier clothing, small goods, fashion items, soft toys and etc. Beside the Tier 1-3 3 rates, it has corporate rates for clients who only want to courier documents.

When I had known about the products and services of Yamato , my manager asked me to focus on e-commerce and e-printing companies to look for more potential customers. Whenever I found any potential companies , I took the initiative to call up and speak to the person in charge of courier service and not to forget proposing the services offered by Yamato to them. By keep repeating the same tasks in the first and second week in sales department, I managed to close my first deal on the second week in Sales and Marketing department.

Other than cool calling, preparing and proposing quotation, sending greeting emails to potential customers is another task which should be done by the Sales team as well. In brief , this was what I had experienced in the first and second week in Sales and Marketing department.

5.0 My Reflections Week 1- Week 2 5th Jan-16th Jan

For the first working day, I was assigned to work in the Credit Control Department by one of the manager. Basically, Credit Control Department serves an important role in a company as most of the customers’ outstanding payments are handling by the Credit Control Department. It would be useful for me to work in Credit Control Department as I am in Finance and Economics course at the moment. In my department, there are 5 workers which is including of 3 full timers and 2 interns. I felt great when I got to know that another intern is my senior who is from Finance and Economics course as well. Therefore, we don’t have any communication gap to each other during the first day we met and greet each other. Another thing which I felt bless during my first working week was one of the full time colleague who name Cik Hasliza always taught and led me about what should I do in the Credit Control Department.

On my first day, I was given a set of aging report regarding all the outstanding payments of customers in each region. Besides aging report, my full time colleague had given a set of credit control report to me as well. The aging report contains up-to-date outstanding payments of all customers in each region. The credit control is about those remarks that had been made regarding of the payment status. However the courier service of Yamato Transport only covers 30%-40% of region in Malaysia. As time passes, the company will expand their coverage areas to even more than that figure.

I was assigned by Cik Hasliza to in charge of the outstanding payments in Kepong and Melaka region. What are the tasks which I need to do was called up customers to ask them for their outstanding payments based on the credit control and aging report. In the other hand, things always happen out of expectation. I did get scolded by some impolite yet impatient customers. Customers claimed that their requests are always being ignored by the call centre but when it comes to payment, staffs from credit control department always ask for their payments on time based on 30 days terms basis.

Other than calling up customers to ask for their payments, me and another intern who is from Taylors Lakeside campus need to extract the softcopy of invoices from the system and email accordingly to each customer. One thing I think the system is not systematic enough as the invoices are not categorize based on region, so in order for us to extract the invoices, we had to get one by one based on each customer code. It is time consuming , things would be much more efficient if the system itself could be improved.

Another intern and I had done the so called ‘invoicing’ task for 5 days. After done emailing all the invoices to customers, we were told to call up all the customers if they received the hardcopy or softcopy of invoices. Our team had daily meetings early in the morning. Topics and things that we discussed during meeting are how much debts are still pending daily based on the updated daily aging report, what is our team’s target on the total outstanding debts and what are the solutions we should imply on those customers who refuse to pay off their outstanding payments. Basically, that’s what I had experienced for the first 2 weeks of internship in credit control department. 

4.0 My Roles & Responsibilities

Regarding of my roles and responsibilities , I had been working in two different departments due to lack of manpower in the company. During my interview, I was being interviewed by Ms. Adeline who is the Sales Manager in Yamato , after some Q&A session during the interview. I was being offered a position in Credit Control department. Due to some manpower arrangement in Yamato , I was transferred to Sales & Marketing department after two weeks time till the end of my internship.

Credit Control Department
In Credit Control department , basically my role is to follow up customers' outstanding payment, issue invoices , make amendment on credit notes , help customers with their issues on payment. My manager in Credit Control Department is a Japanese whose name is Takeshi Kitaoka and he is the General Manager of Yamato company as well.

Sales & Marketing Department
In Sales & Marketing Department, my role is to answer customers' enquiries, prepare quotation, submit quotation for potential customers, print waybills for corporate customers, pick packing magazine or reading materials for clients, cool calling potential customers and meet up and deal with clients. Meanwhile, Ms. Adeline is manager of Sales & Marketing department.

Call Centre Department
In Call Centre Department, I'd learnt how to arrange pick up parcel for customers , how to handle customers' complains, how to assist customers with their lost and damaged parcels.

3.0 Company Background/Profile

Originally formed as Yamato Transport in 1919, TA-Q-BIN has become an important social infrastructure by creating more convenient lifestyles through innovative logistics systems. 
TA-Q-BIN which means "personal express delivery" in Japanese, is Japan's leading logistics specialist, covering an array of transport services under the Yamato Group.

TA-Q-BIN logo portrays a black female cat carrying its kitten. This significant image represents the culture and professionalism in which TA-Q-BIN treats all of its deliveries. This logo is carried on all TA-Q-BIN trucks and TA-Q-BIN agents, which are found at most convenience and retail stores in Japan, Taiwan, Shanghai, Hong Kong, Singapore and now, Malaysia.

Company Precepts & Philosophy 
1. We ‘all’ represent the company
2. We deliver with a personal touch
3. We work with gratitude and politeness

The Yamato Group consists of Yamato Holdings Co. Ltd, 45 subsidiaries, and 9 affiliated companies; the Yamato Group is primarily involved in seven business segments including:

Delivery
The Delivery business is involved in small parcel delivery services for the general public and corporations that centre on TA-Q-BIN and Kuroneko Mail. The business has also quickly introduced to the market high value-added services developed from the customer's point of view, such as Cool TA-Q-BIN and TA-Q-BIN Collect.

BIZ- Logistics
BIZ-Logistics handles logistics and other B2B distribution operations. BIZ-Logistics helps its corporate clients manage their supply chains by providing innovative logistics services and reducing total costs, and presents proposals for optimized logistics systems.

E-Business

Based on three keywords namely "tracking", "security" and "packages", e-Business is involved in a range of information services for corporations, including the ASP services and information system development.

Financial
The Financial business includes settlement and other financial services targeted at consumers and business customers, beginning with mail order firms. The business offers several types of settlement methods, including payment on delivery and payment by credit card.

Truck Maintenance
This business mainly comprises maintenance of trucks and other vehicles for transportation companies.

Other Businesses
Other businesses under the Yamato Group include a broad range of shared services, including highway transportation and personnel placement services.

2.0 My Internship Preparations

Selection of Company
Before we started our internship, we were told by the Career Service Centre which is helping all the students with the application regarding of the internship that a full name list survey form of established companies will be uploaded to our students' portal. Student who were undergone internship had to fill up the top 3 prioritized companies that we would like to do our internship in. I had chosen Ernst & Young for my 1st choice, Deloitte for 2nd choice and followed by KPMG for my 3rd choice. Unfortunately, I wasn't chosen as I had been waiting the responses from these companies for so long. Out of my mind, I tried to seek my 'luck' for jobstreet , end up I'd submitted my resume to Yamato Transport (M) Sdn Bhd. After a few days, I got a call from Yamato company and I was arranged to have an interview with the person in charge. 

Workshops & Trainings
Before we went out to the real world and do our internship, all students who undergone internship required to attend workshops and trainings in the lecture halls continously for few weeks. One of the reasons that the workshops and trainings were provided by Taylor's University was to help the students better preparing for the challengers and obstacles which might be met during the internship. The workshops and trainings had given me an idea on how to work ethically in a company, what are the things or issues need to beware of and how can my internship be useful in the future. Throughout all these workshops and trainings, it gave a even more confidence to work in Yamato company.

Setting Expectations / Goals
Before I step into the actual working place, I had been thinking each department will be separated with each other in a company. On the first day when I reporting myself to the company, it had totally cleared the wonders in my mind. All desks are joined together between each other and the each different department wasn't that big as what I was expecting. Overall, it is a good experience to work in a logistic company as I get to how does the operation actually work. Previously I was a little 'shy' boy when it comes to talking with strangers, as time passes in that company, I had successfully to train myself get rid of this issue as I had to make lots of phone calls in a single day when working in a logistic company.

1.0 Biodata- Lim Kean Gim

Name: Lim Kean Gim
Gender: Male
Date of birth: 15th April 1993

Nationality: Malaysian

Education level:

Bachelor of Business (Honours) (Finance & Economics) - Taylor's Business School

Diploma in Business Studies - Disted Stamford College 

My Ambition:
My ambition is to be a business man who can involve in many commerce activities in future.I believe with all the knowledge which I am learning and pursuing right now, I can do it even better in the real commercial world with all the concepts and theories that I learn from each single module which I had done and I am doing right now. 

Internship Company: Yamato Transport (M) Sdn Bhd

Contact Details: limkeangim@hotmail.com