Event Planning

Vietnam National University The University of Social Sciences and Humanities The Faculty of Oriental Studies BUSINESS ENGLISH plan EVENT SUCCESSFULLY Teacher Tr? n Cao B? i Ng? c, M. A Student Nguy? n Th? Thien Thanh Student code 0665339 Class Australian Studies 06 Ho Chi Minh City November 27th, 2009 CONTENT I. Pre- plan5 1. Forming a team and assigning t entreats5 2. brain waveing6 3. Defining your moment7 4. 4. Setting program goals and objectives8II. Planning stage8 1. Summary8 2. Planning9 1. Draft bud ram down9 2. Event activity harken/Create a plan of action12 3. After the pillow slip24 3. Create subject timeline24 III. Evaluation of fount27 INTRODUCTION Chances ar, at or so point in your life you father organized or help unitaryselfed organize an g everywherenment issue. Remember your birthday crock upies emergence up? at that place must deliver been some homework twisty, such as guest angle of inclinations and food. Accordingly, most(prenominal) planne d publications, especi whollyy in the business world, require prior arrangements and preparations. Planning conferences and meetings has ecome a skilled barter these days. Conference and meeting planners, also nonicen as takings planners organize, coordinate and race conventions and meetings and come upon reli fitting they function smoothly without any glitches. These instances range from first-birthday parties to political fundraisers, anniversaries, fashion shows, product launches, conferences, graduations, and reunions, to name scarce a few According to a recent report, it begins well-nigh 150 hours for a planner, working with her staff, to produce a major offspring from start to finish. You do the math.Millions of events multiplied by hundreds of hours spent planning equals many, many opportunities for those debut this field. Events help our presidencys educate the public about environmental issues, eliminate the public a chance to render gather upd in campaigns , raise m aney, and publicize our organizations and their campaigns and activities. Events do non comely magic wholey come together. For whole conference, concert, dinner, or lecture, a dedicate stem of mess worked together to plan and execute the event. Planning an event means more than just deciding to have one and trying to pull it together by the seat of your pants.Planning involves taking necessary steps to compass a goal. When events atomic human action 18 planned, hang-ups, which often b sound down an event, can be dealt with some(prenominal) more easily or sometimes ar avoided every(prenominal) together. For example, events argon often ruined when weather turns foul or a speaker unit drops out. However, if the event was planned, an alternative locating can be booked, and cover songup activities planned in the absence of a speaker. These imitateing steps to flourishing event planning give provide you the event planner with altogether the various signifi cant tasks involved in event planning.The keys to triple-crown event planning go away make headway your event a successful one, no matter how big or small the event, the purpose of the event or whether it is personal, business, entertainment or early(a)wise. I. Pre-planning Pre-event planning, as limnd in this section, impart be among the most important steps you vanish behind capture on your path to a successful event. You may have heard the phrase, If you dont know where you are going, any path volition take you on that point. Its true. Without knowing where you are going and why, you business leader as swell set out on your journey and be content wherever you relegate to arrive.You would not start a family vacation with this attitude, would you? Thus, key factor to a successful event is that it is well planned with plenty of time to make true things are make as indispensable and inwardly time frames set down. Depending upon the type of event, realise to plan the event at to the lowest degree 6-9 months before the civiliseed date happens to allow for success. This also allows for any potential problems to be resolved in plenty of time. conformationerly you cycle through your first year, pre-event planning for the following year begins the day after your event.In other words, what is best and most successful is to never go out of business to have one events conclusion lead directly into the succeeding(prenominal) events preplanning. This is the best way for organizations to go to improve, reduce burnout of staff, and break the cycle of reinventing the wheel. In fact, the more you follow planning as a continuum from one event to the next, the easier it gets to achieve success. 1. Forming a team and assigning Tasks First, running an event alone can be very difficult, so its important to recruit others to help. Be original the members of the organization are invested in sponso bunch the event.They will be more likely to follow thro ugh and participate in all the planning details if they feel a sense of ownership for the event. Designate a chair person for the event to coordinate and supervise the entire process. Be sure that all of your team to fill out all the proper forms and obtain signatures. List the interests, abilities, and talents of the people in the gatheringing. For instances, who like to plan, who are skilled at manipulation logistics (such as organizing park, purchasing supplies, and coordinating volunteers), and who can come up with original ideas for event- and ca office-related publicity. Provide opportunities for everyone to brainstorm ideas for the groups work Trim down the list you develop and set some priorities. Factor in how well the ideas disturb the interests, abilities, and talents from the initial list. Put it all on a calendar, and and then take into direct other commitments, like exams, holidays, or other busy times. fix coordination roles, tasks, and do a naive realism commemorate on timetables and workload. Many groups cause an overly ambitious plan the first time. Check in regularly on the progress of your plans. 2.Brainstorming You would be surprised on how many great ideas your group can get from a ten-minute brainstorm Heres how to do it It is really important to create a basic planning framework at the start. It is surprising how often people get carried forth by a big idea and rush into planning it, without thinking through who the message is aimed at, what multifariousness of effect it will have on its audience or even what the objectives for it are. If you do not harmonize objectives early on, you will not be able to judge whether you are going to get the results you fancy for.So, think through the answers to the following questions The 5 Ws why? who? what? where? when? may seem blindingly obvious, but the answers will help entertain your planning on word form WHY Why do we essential to hold the event/action? Whats the nature of the opportunity? WHO Who will do it? Who are our potential allies? Who are our partners? Who is our target? Who do we want to influence? Who is our audience? Who will participate? Who is going to do all the work? WHAT What kind of event do we want to run? Outdoor? Indoor? Site-based?Is it business related, strictly social, or somewhere in between (Celebrations (fairs, parades, weddings, reunions, birthdays, anniversaries, first communions) (Education (conferences, conventions, meetings, graduations) (Promotions (product launches, political rallies, fashion shows, conventions) (Commemorations (memorials, civic events) WHERE Where do we want to do it? Venue? Site? Is the key out available? Consider seating, parking, accessibility for people with disabilities, moveation, and any have that may be required. WHEN When do we want to do it?Is it time critical? Is there an external agenda driving this? Is it weather-dependent? Will any other events conflict with your date? Finally th ere is one other vital question, and that is HOW How much is the event going to damage and where will the money come from? How long will your event hold? Once you have concrete answers to the questions listed above, you are ready to move on to develop the programs goals and objectives. 4. Setting program goals and objectives One of the importance to pre-planning is setting objectives or goals. In recite to do this, keep in hear these things. 1.Summary When planning an event accept to consider a insurelist of primary factors. They are ( meshwhen the event will be held. ? Locationwhat city or town it will be held in. ? Venuewhere will the project/event be held e. g. hotel, motel, conference centre. ? Budgetdraft budget including expected income and expenditure. ? Speakerswho is going to speak/run the event. ? Inviteeswho are you targeting to go out the event. ? Sponsorscan you obtain sponsors for the event and who are they. ? Timelineproject plan timeline for the event includi ng responsibilities for each item. Materialswhat nurture is required to give to attendees. ? Collationcollation of all material required for the event. ? Advertisinghow going to advert the event? And in what forms e. g. radio, newspaper, or email. ? Mediainvite media to attend event (if appropriate) or advertising of the event. 2. Planning At the initial meeting, consider to set up a number of objectives and form a timeline for the project or event. Important to plan the event with plenty of time to allow for all aspects of the event to happen without too many problems.Keep everyone in the loop so as all aware of what is happening and what every person is dealing with means no triple ups and some accountability to make sure everything is done wanely and within the time frame set. The dates on the timeline do not have to be set in concrete, but lack to be tensile copious to make sure everything is palmed. You should hold a meeting every two weeks with the committee/organizin g group, just to check that everything is happening as it should be and everyone understands at what stage of the timeline the event is at.Be sure that Assign tasks and roles appropriately Determine who will actually be executing the event Instruct clear expectations as to who will be responsible for each role and how exactly will they fill the role include as many people as you can because people enjoy supporting something that they played a part in planning/organizing 2. 1. Draft budget Budgeting for an event reflects on a number of embody and necessarily to be as detailed as possible otherwise, you can end up disbursal more than you anticipated.Therefore, identify the sources and amounts of potential revenue enhancement and expenses, and revise for realistic and necessary true cost and revenue updates. If you are not able to have exact figures for some of this, rate you can always correct this once you have confirmed figures and can qualifying this for the utmost bud get. (Speakers In initial contact with these people, check availability for the dates you have decided on. Establish with them if there are any costs to payment fee, airfares, and accommodation. ar there any additional costs like incidentals e. . taxis, meals? Is anyone ac beau mondeing them? Do they deal transport? A key point to also ask is what are their requirements for the event e. g. are they presenting the topics on forefinger Point, can they supply with copy, how much material do they need for the press release material or folders? promissory note that your section would usually buy the speaker a gift of thanks so this cost postulate to be put into the budget. both of this information needs to be established at the start to give you an indication of what sort of costs will be required. (VenueMost places can project you pricing by email this is helpful in preliminary draft budget planning. Pricing will reflect cost of rooms available (for the event), style of seatin g, pricing for food and beverages, electronic/AV requirements e. g. selective information projector. They may offer discounts on room hire or accommodation. Check when you need to confirm. (Sponsorship impoverishment to look at whether we can get sponsorship for the event? And if so, in what form will it be e. g. money (donation towards costs), full cost or half cost of the event, may wish to pay for speakers only and so onWhat requirements do they have for handout material, if any? Can they supply pens, pads etc. Need to discuss this right at the origination of planning the event and make sure decision is clear and in writing to all parties. Need to address and find out what they want out of the event and this in turn will push the budgeting of both expenditure and income. (Event Materials Need to determine what is going to be given to the attendees. Need to follow your organization standard folder manifestation. Need to design cover for each event and need to allow enough tim e for printing process of covers and contents etc.Need sponsors logos (electronically). An agenda, contents page, list of attendees (if relevant) to event, evaluation form all need to be decided upon, the format designed and then allow time for printing plus collation of the material once printed. Need to allow time for couriering of information to venue (if necessary). All costs for this need to be examined and put into budget (Advertising and Media Here need to address who targeting to attend the event, how they will be invited e. g. invitation in mail, electronically.Some form of registration system to be put in place ideally with one person only (so as not to duplicate any work and to have control over invoicing registrants etc). How much do we charge for registration fee Need to look at all costs (estimates) to ensure we have a successful registration fee. Do we need to involve the Media? if so do they come to the event, can they assist in promoting the event before? Need to ask these kinds of questions and again look at relevant costs. ( business line a) Finance the event before it happens. Know where the money will be coming from. Never plan to finance an event from registration fees, ticket sales or gate receipts. b) A good way to finance an event is to create a fundraising arm of the production. *Note that the event itself and the fundraising effort should not be mixed. A good way to avoid any overlap of the two is to assign a different planning team to the fundraising. These are two different responsibilities and they should be planned separately. c) There are three types of fundraising effort to cover the cost. The first is a strategic alliance.Co-branding events not only provides more name recognition for your events, but it is also a way to help cover the expenses of the event. The second option to consider is sponsorship. This option allows you to generate money, but not share as much of the spotlight. The third option is charging for attenda nce. Depending on the type of event you hold this can be a compulsive or negative thing. EVENT BUDGET TEMPLATE Event _____________________________ Date ______________________________ Expense Estimated Cost developed Cost Facility Fee Rentals (tables, dishes) Presenter/Entertainer Fee Audio/Visual Equipment Advertising/Promotion create Postage Food/Catering Decorations Transportation Security and Technicians different ____________ Other ____________ Total Expenses _______________ _______________ taxation Estimated Revenue Actual Revenue Ticket Sales Food Sales Vendor Fees Event Sponsorship Donations Other ____________ Other ____________ Total Revenue _______________ _______________ 2. 2. Event activity list/ Create a plan of action The Events performance List is good tool to use when organsing a function as each point is raised(a) and completed, it can be ticked off.This means nothing is forgotten and it is also a double check from the timeline document. excessively if you are away for any reason, someone else can easily see at what stage you are up to with the event organization. ( Date Set a date and check to make sure it doesnt conflict with your target audiences industry dates, convention dates, holidays. Need to consider at least two dates so when planning the venue, you can work around any clashes that may occur. fill some dates in mind and contract the venues to see if they are available on those dates. ( Location When booking a venue, make sure it aligns with your objectives and goals. Look at your rough agenda and find out what the ideal space would be to accomplish the events goals. ompany will incur for the event. Once you have outlined space needs for the event, brainstorm some thought places for the event and make visits. out front you head over to visit a site, sketch a list of criteria and questions for the facility and its staff. Visit several so you can make an ef fective comparison based on the events needs and budget. Check list for facilities Is the venue centrally located? Does the venue provide plenty of parking? Is the venue located near public transportation? Will the venue support our food needs? Does the venue provide for adequate space? Will the venue support our technology needs ( Speakers and performancesBefore recruiting any speakers, decide what roles the speakers will play as well as how many speakers you will need in each role. Next, brainstorm a list of the people you would like to fill the roles youve defined. Next, start recruiting the speakers and performers. incision by making a packet with information about the event, your group, and a letter explaining why you want them to speak or perform at your event. intromit a reply card and self-addressed, stamped envelope for your speaker prospects to return to you with their availability, contact information, title of their talk, audiovisual needs, how the speaker should be listed on the agenda, and ho utilize, food, and travel needs. Send packets to all of the potential speakers on your brainstorm list.Once the packets have been out for about a week, make follow up calls. Follow up calls show your commitment to the event and make speakers feel more welcomed to the event. succession on the phone, try to get a commitment and provide the speaker with all of the information they need to make a decision about attending the event. They need to supply you with their requirements for the event. What AV requirements do they have, are they bringing their presentation on disk or laptop? Do they need a data projector etc? What papers/material do they have for the folder(s)? work them aware that we need this information at least a month and a half before the event, not the week before not acceptable.If possible, make arrangements to accommodate the speakers schedule and travel needs. In addition to your initial recruitment of speakers, you should also devis e a backup plan for speakers. Its inevitable that one or more of your speakers will cancel closer to the event. If you are ready for cancellations, it will have little to no affect on the quality of your event. Go back to the list of speakers you brainstormed early in the planning. Make sure you have all necessary contact information and can reach each of them if you should need to. The back up plan will help your group plan ahead for possible pitfalls, making for smooth sailing no matter what curve crank is thrown your way.Contact speakers one week before the event and confirm their attendance, how they wish to be listed, and when and where they are speaking. Once a speaker arrives at the event, give her a name tag, remind her of when and where she is speaking, and make sure her needs have been met. Have a volunteer take the speakers to the space they will be using and make sure there is always someone available to introduce your speakers and performers to the audience. Finally, o ffer tokens of thanks and delay to the speakers and performers. to a fault we usually purchase a gift for overseas speakers something based e. g. wood, stone etc ( Catering Depending on the facilities, you have several options for serving food.Initially you will need to consider what kind of food you will serve. Get quotes from different venues look at cost and what they are offering. Is the food what you want? Can you change any menu supplied? Need to look at these sorts of things. No matter how you choose to feed the crowd, keep in mind dietary restrictions such as diabetics and restrictions on salt. Once decided on venue, look through menus and decide what you want to use for the event. Before you move on have an idea of the number of meals or snacks being served at the event and how many people you will need to feed. Closely estimate food amounts through a careful head count to minimize waste. Same with beverages as well. ( Equipment needsFor every event youll need to plan fo r equipment needs, which can include everything from tables and chairs to audio visual equipment to written materials. publication a look at your rough agenda and the list of requests from speakers and performers. Then, make a list of all of the equipment you will need for the event. Also, sketch out the layout for the event. Now, use the checklist below to prepare the equipment for the event. Make sure you leave room in your timeline and budget for acquiring the equipment you need. Some venues allow you to bring in your own equipment or equipment that you have hired specifically for the event as well. Checklist of Possible Equipment necessitate ? overhead projector ? VCR/TV ? microphones flip charts with markers ? dry erase/chalk boards with markers or chalk ? cups and fresh water ? podium ? megaphone Have to decide who you are targeting for the event. Then decide what kind of invitation you want i. e. printed invitation, electronic email flyer, booklet etc. All of these will hav e different costs associated and all costs need to be budgeted for. Also a time frame for getting anything printed allow 2-3 weeks 2 months before, so will be able to send out the printed invitations 4-5 weeks ahead of the event and arrange to have follow up calls i. e. someone to ring every single person who has not replied about their attendance to the event.It is time consuming but done properly usually can increase numbers significantly as not everyone replies to invites, often they just arrive. This doesnt help your section with catering, handout materials or seating for the event or budgeting so its important to follow up. Suggest once you have an invitation list (either printed or electronic) supply list to executive so they can confirm attendance/non attendance of invitees. ( Publicity This is promotions or basically letting people know about the event. *Remember part of a successful event is to actually have patrons. Without passing(prenominal) support your event cannot b e counted a success. This area requires much attention and effort. It may also be a long- term process. Remember that the advertising should be geared towards the participants you want to target. This is things you will need to take to the event such as handouts, paper, markers and white board, name tag etc. (Name badges (usually Administrator) need to be make 1-1/2 weeks before the event. Be sure to consist of persons name and organization (do not put titles etc). Include badges for speakers as well. paper, stapler, scissors, paper clips, drawing pins and anything else that people may ask for or that you can use so as not having to ask the venue as sometimes they dont have them. Gifts for speakers/guests especially overseas guests are necessary.Decide on awards items and identify sources to purchase them. Add cost into the budget for this. Needs to be gift wrapped and have a thank you card attached. ( Photographer If you need one for the event, book them well ahead of the event, as they are intemperately to get, would suggest 3-4 months before and again ring 2-3 people and get quotes. Once booked put all contact details on shred for ease of access by anyone else who may have to contact them. Make sure they understand what your company wants from the photos. ( Logistics & Contingency Plans Good logistics planning ensures your event will run smoothly. Prior to the event you need to send out communications to event staff. Staffing to scheduleReceptionist Make sure they are prepped with a cheat aeroplane if people call. Technical Staff Make sure they are standing by and know you need the servers to be free of any large processing. Runners Get a few people to help as indispensable. Train Runner and Receptionist and create information cards. Q&A Managers Have someone assigned to handle the Q&A and chat. Plants or audience seeds Have someone dialed in and armed with a few questions to get the Q&A rolling if necessary. Reserve the following Technology Phone lines and Web technology for all calls (test yourself before displace out. and make arrangements for the archive recording. Rooms Made available for presenters and support team for all calls.Equipment Laptops, servers, phones, back-up equipment, etc. for all calls. Contingency Plans Backup Equipment Modem and remote. Communication Line Have a direct line with the operator at all times. Send your team and speakers an e-mail with everyones contact information in case there is a problem. ( Emergency Services (such as ambulance service, secured money transfers and handling through a reputable protective covering company). These need to be on the scene or on call during the event *Very important The little things make a big difference Always do one more check to validate the logins and phone numbers. Have water near each speaker. Have notepads and paper available.Print hard copies of all the presentations One copy for you and one for each speaker. Test backup equipment. Create an d post relaxation signs. REMEMBER Over-communicating is better than under-communicating Constantly send reminder notes during the event process and planning stages. ( Running ragtime This is a breakdown of the event on the day, broken into 10-15 minute intervals (see example). All staff and speakers/guests will get one of these so as they know exactly what is happening on the day and who is speaking and for how long. There is protocol to follow when scheduling speakers as well. Heres a sample checklist for an event that will help you work out what needs to be done and make everyones jobs easy to follow. Date (function date) Start time Finish time Location address Location phone number dignitarys Name Position nerve Phone number Special Mentions Name Position Organization Phone number Key Contacts Name Position Organization Phone number RUNNING winding-clothes Item Action Responsibility Budg et Deadline Completed Required SIGNAGE Production measure Delivery fix Removal Storage Other SECURITY Venue Hospitality Cash Other TICKETING Branding Quantity Staff Outlets Other 2. 3. After the Event The final stage of the event entails cleaning up and thanking everyone who helped make the event happen.Organize a clean-up crew to make sure the facility is as clean. Do not obstruct to send thank you notes to speakers, performers, organizations, and volunteers who made the event a success. After all is said and done, get together with the members of your group and evaluate the event. Discuss what worked well and what should be changed for next year. Do not forget to look at whether or not the event gross(a) its goals. Finally, celebrate your accomplishment and reflect on a job well done. 2. Create event timeline (One year Set date and site for your event Develop goals and objectives for the event Develop the theme for event Draft version of revenue & expense budget.If this is a fundraising event, contact the Office of College Development, Marketing & PR. (Six Months discuss facilities, services, and contracts make believe Event time table Construct a realistic budget for event. Building revenue sources is very important. Set event pricing. Leadership structure of event identified Specify staff responsibilities Create a plan for use of volunteers how many needed & outline of duties Establish publicity plan in conjunction with Office of College Development, Marketing & PR Prepare twitch releases Design draft of invitation package & related materials Prepare guest lists Draft program and script Negotiate for special speakersGet lists of A-V equipment needed by all participants Negotiate with site and catering managers Solicit or purchase giveaways and/or souvenirs (Three Months Clarify details and instructions for menus, recep tions fix site layout, sound & decorating Complete in-kind solicitations Prepare checklist for items & people you need at event Arrange for a photographer Arrange for recording/ attach Finalize design for invitation, program & materials (Two Months Event invitations mailed Monitor invitation response Fine tune event schedule Fine tune event program timeline (One Month Make or order final visuals Order necessary signageAlert press if coverage is desired Make detailed arrangement charts Arrange for last minute reproduction of papers, handouts, if needed Confirm all agreements in writing with speakers, suppliers, etc. (Two Weeks rear checklist & materials for event Prepare releases for invited media Arrange for any VIP transportation, such as out-of-town invited speaker pickup arm at airport Reconfirm all arrangements with suppliers (food, shipping, audio-visual, etc) Set seating charts if needed Schedule any rehearsals needed (One Week Prepare name badges Order any VIP amenities (T wo days Go over your checklist Review plans with LeadershipCheck on arrival of all shipped materials and equipment Secure storage of materials and equipment Check handout materials Reconfirm photographer (One Day Check weather report for possible effect on event Review plans with electrician and other facilities staff Arrange to meet speakers and special guests Distribute duplicate event setup plans to staff Final briefings to staff on responsibilities Finalize meal guarantee if necessary with caterer fare rehearsal (Two hours Check room/venue setup Check micros and PA equipment Check A/V equipment Arrange handout materials for use Check for necessary personnel Check for signage in place (One arcminute Introduce invited speakers to other participants Check on place cards, if appropriateCheck on recording/ taping operator Check lectern light and stage props Give program participants any last minute instructions (After the event Pay all invoices Write thank you notes and send gifts Complete your expenditures and match to budget After the event, it is crucial for the group to evaluate your efforts. The evaluation process should consist of the following (Audience feedback Make sure that you conduct an honest evaluation of the event for a greater chance of future success. Brainstorm a list of the things that worked and made the conference a success and a list of the things you would change the next time the group organizes a conference.Ask questions such as (Did you feel the events goals and objectives were accomplished? (What area(s) did you think went well? (What area(s) did you think could have used improvements? (Which vendors should be used again? (Which vendors should not be used again? (What items/services were missing? (Was the event well attended? (Was informal and formal feedback about the event arrogant? You can distribute the evaluation by mail, email or having it available on your organizations website/event website. Keep evaluations on file for fut ure reference and record in a place where future members of the group will be able to learn from your efforts.It is important to flirt with to celebrate your success and to thank everyone who contributed to the success of the event CONCLUSION In many ways, event planning is linked to advertising and marketing. The planner needs to imagine the event is a product or brand, and then develop and promote it in a creative way. Ultimately, whats important is that the attendees (the consumers) have a positive experience that leaves them feeling good about the organizers. The same applies whether the organizer is a business, charity or family. You need to be a well organized worker who is skilled in co-ordination, particularly with regard to logistics. Your presentation and communication skills should be excellent, and you should be able to motivate other people.Knowledge of marketing and press relations is invaluable, along with a creative approach to solving problems and making things hap pen. Above all, you must be a hard worker, who is prepared to put in extra hours to ensure that the job gets done within budget and on time. This work requires perfection, so you must be willing to pay attention to every detail. Not every event will fit perfectly into the following schedule and youll have to use your best judgement on handling last minute mishaps that may happen despite splendid co-ordination and arrangements. Event Planning has become more of a necessity nowadays. It has become a fundamental part of the society, to help us to run smoothly the events, with everything professionally organized.No doubt, time is money nowadays and managing events at such short notices becomes even more impossible. Especially when behind every function success is to be certain. Thats why, we Event Planners are here for. Making every occasion more unique, outstanding, lively and of course memorable that every attendees admire. As long as you have the desire, your rewarding is your clien ts satisfactory. REFERENCES Vietnamese 1. Nguy? n wagon train K? t, CD-Rom Tai li? u mon Nghi? p v? thu ky van phong 2. PGS. TS. D? ng Th? Thanh Phuong, ThS. Nguy? n Th? Ng? c An, Nghi? p v? thu ky giam d? c th? i d? i m? i, NXB Th? ng Ke. Websites 1. http//www. tuvannhansu. om/cong-nghe-cham-soc-khach-hang/cong-viec-thuong-ngay-cua-dich-vu-khach-hang/102 2. http//www. tuvannhansu. com/cong-nghe-cham-soc-khach-hang/cong-viec-thuong-ngay-cua-dich-vu-khach-hang/97 3. http//www. snc. edu/planning/program. html 4. http//docs. google. com/ spectator? a=v&q=cache5KR8QIMiwbQJwww. feministcampus. org/fmla/program-materials/pdf/6 EventPlanning%2520thru%2520Public%2520Speaking. pdf+planning+event+successfully&hl=vi&gl=vn&pelvic inflammatory disease=bl&srcid=ADGEESgeL87csTsCUPENPIDFJaZDY8wSPoKRETYYrbx3EehSnzVVWY419IrG PCtBXBdHIF_24Da9BhjQHoH99ZN4gM_BGpwlPXIuRynGW0PFrXAxW7-oF7A95hm0BHL120w0CliGmvEj&sig=AHIEtbT9Fp8dgvD44PJCZqPLmt4Zz0Mncg 5. http//www. girlmeetsbusiness. com/plan-event