Coping with stress in the card department in BIDV bac lieu branch

UNIVERSITY OF ECONOMICS HO CHI MINH CITY International School of Business DO TUONG VI COPING WITH STRESS IN THE CARD DEPARTMENT IN BIDV BAC LIEU BRANCH ID: 22130098 MASTER OF BUSINESS ADMINISTRATION SUPERVISOR: Dr NGUYEN PHONG NGUYEN Ho Chi Minh City – Year 2016 COPING WITH STRESS IN THE CARD DEPARTMENT IN BIDV BAC LIEU BRANCH ACKNOWLEDGEMENTS It is my proud privilege to release the feeling of my gratitude to person who helped me directly or indirectly to conduct this research project work I express my heart full indebted and owe a deep sense of gratitude to Dr Nguyen Phong Nguyen for his sincere guidance and inspiration in completing this project I am extremely thankful to the director, the staffs and all faculties’ members of BIDV Bac Lieu branch for their coordination and cooperation and for their kind guidance and encouragement They have more or less contributed to the preparation of this project report but I will be always indebted to them The project has indeed helped me to explore more knowledgeable, related to my job and I am sure it will help me in my future’s career Contents LIST OF TABLES LIST OF FIGURES EXCUTIVE SUMMARY CHAPTER 1: INTRODUCTION 1.1 Overview the BIDV Bac Lieu branch 1.2 Provide the background of the problem 11 1.3 Card operation BIDV Bac Lieu branch and competitors .11 1.4 Business situation of BIDV Bac Lieu branch and competitors 14 CHAPTER 2: PROBLEM IDENTIFICATION 16 2.1 Problem Identification 16 2.2 Impact of stress to job performance 20 2.3 Possible causes lead to stress among staffs in the card department 23 2.4 Workplace environment 25 2.5 Role conflict, role ambiguity and managers not motivate their employees .27 2.6 Work overtime and overload 29 CHAPTER 3: 3.1 SOLUTION AND ACTION PLAN 32 Solution 32 3.1.1 The alternative 33 3.1.2 The alternative 36 3.2 Action plan 37 3.3 Research methodology 39 3.4 Guideline 40 CHAPTER 4: SUPPORTING INFORMATION .43 4.1 Literature review 43 4.2 Transcript .44 4.2.1 In-depth interview managers and bank staffs 44 4.2.2 In-depth interview old staffs 57 4.2.3 In-depth interview customers 62 4.2.4 Qualitative Research Report 67 LIST OF REFERENCES 72 APPENDIX 73 LIST OF TABLES Table 1.ATM network of BIDV Bac Lieu branch .24 Table The report about employees of BIDV Bac Lieu branch 31 Table 3.Expected cost of training bank staffs in two days in HCM city 32 Table 4.Expected cost of training bank staffs in two days in Bac Lieu Province .33 Table 5.Expected cost of two staffs policies 34 Table The basic information of manager, bank staffs and current customers of BIDV Bac Lieu branch 39 LIST OF FIGURES Figure 1.The organizational structure of BIDV Bac Lieu branch Figure 2.Capital of BIDV and competitors in 2015 10 Figure 3.Card’s market share of BIDV and competitors in 2015 .11 Figure 4.Customer preferred rate of BIDV and competitors in 2015 .13 Figure 5.The cause-and-effect map .22 EXCUTIVE SUMMARY In today's competitive environment, employees are the bank's most valuable asset Therefore, how to give employees the best satisfaction, reduce stress and respond promptly to their needs is always the task that banks try to with all abilities The literature widely confirm that enhancing employee’s satisfaction and reducing workplace stress can enhance employees job performance In this study, reduce stress is a central problem to be solve for improving the job performance and enhancing employees productivity in the card department in BIDV Bac Lieu branch This study based on desire to learn, explore and determine the actual level of stress of staffs in the card department Based on interview managers, tellers and customers, this study explored possible causes of stress, through symptoms were justified in the six month period of research In addition, this study also explored and validated the actual causes of stress in order to provide appraise solutions to this problem The study revealed that workplace environment, role conflict, role ambiguity and work over load are the main causes of stress among staffs in the card department in the branch, which in turns, lead to negative consequences (e.g poor job performance, burnout, rate of turnover and job satisfaction) The author based on data collected in the works and literature, including primary and secondary to justify the symptoms, the central problem and its consequences and causes The author also suggested a set of solutions to solve this problem The first solution is that a training plan for staffs and leaders who works in the card department The second solution is that the bank should change its staff’s policy The author hopes this study can boost the bank’s staff’s performance via reducing stress CHAPTER 1: INTRODUCTION 1.1 Overview the BIDV Bac Lieu branch Joint Stock Commercial bank for investment and development of Vietnam (BIDV) is one of four commercial state bank of Vietnam As a long-established bank, BIDV has funded many investment projects and key economic areas of the country BIDV has also built the largest enterprise customers, while confirming the implementation of prestigious items, objectives, economic programs and social security of the country BIDV operations in many different fields: bank, insurance, stock, financial investments The main objective of BIDV is gained profit based on the provision financial products and services BIDV has experienced with a leading in bank of finance services, brokerage, loan syndication and advisory, modern, convenient banking products BIDV aims to provide premium, international standard financial products and services tomeet its clients' diverse needs BIDV has been awarded with the honorable titles “Best retail bank of Vietnam in 2016” and bank with “Best Mortgage and Home Loan Product in Vietnam in 2016”.The awards were presented by the Asian Banker Reviews, an independent consultant unit which reviews and evaluates performance of retail banks in the region, Asia-Pacific, the Middle East, and Africa Joint Stock Commercial bank for investment and development of Vietnam –Bac Lieu branch has abbreviation: BIDV Bac Lieu and its headquartered located at 169A, 238 Street, Ward 8, Bac Lieu City It has seven offices:three offices in Bac Lieu city and four offices in Gia Rai, Phuoc Long, Hoa Binh town.In 1997, BIDV Bac Lieu branch officially was inaugurated and operated Appearing at Bac Lieu almost twenty years, BIDV have efforts to improve the quality of products and services It also has big impact to Bac Lieu’s economic growth In order to provide the best service for customers, BIDV Bac Lieu has focused on four specific action programs, which are credit effectiveness, increase retail baking, promoting service quality and cost control Figure 3.The organizational structure of BIDV Bac Lieu branch General Director Vice director Customer service department Vice director Vice director Hoa Binh Ho Phong Tran Manage men system Administrative Transaction offices & business points t and service & Human Resource Department Phu General AccountingTechnical department& IT planning support department department Business credit department Manage ment &support credit department TranGia HuynhRai Phuoc Long Hoang Van Retail credit Thu department (Source: Administrative & human resource department of BIDV Bac Lieu Branch) 10 APPENDIX 3: BIDV Head office Organizational Structure 81 APPENDIX 4: REPORT COMPLAINT OF CUSTOMER 2014 AND 2015 TỔNG HỢP LỖI THÁI ĐỘ, LỖI TÁC NGHIỆP, QUÁ HẠN PCT 2014 - Danh sách chi nhánh xếp theo thứ tự abc Stt 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31 32 33 34 35 36 37 38 39 Đơn vị liên quan An Giang Ba Đình Bà Rịa Ba tháng Hai Bạc Liêu Bảo Lộc Bắc An Giang Bắc Đắc Lắc Bắc Giang Bắc Hà nội Bắc Hải Dương Bắc Hưng yên Bắc Kạn Bắc ninh Bắc Quảng Bình Bắc Sài Gịn Bến Nghé Bến Thành Bến Tre Bỉm Sơn Bình dương Bình định Bình Phước Bình thuận Cà Mau Cao Bằng Cần Thơ Cầu giấy Chợ Lớn Chương Dương Đà nẵng Đắc Lắc Đắc nông Điện Biên Đống Đa Đông Đắc Lắc Đông Đô Đông Đồng nai Đông Hà Nội Số lần lỗi thái độ 1 1 2 1 Số lỗi tác nghiệp Số lần hạn 24 10 10 11 13 19 37 52 22 14 14 21 66 24 5 0 2 11 1 15 3 2 3 13 40 41 42 43 44 45 46 47 48 49 50 51 52 53 54 55 56 57 58 59 60 61 62 63 64 65 66 67 68 69 70 71 72 73 74 75 76 77 78 79 80 81 82 83 84 Đông Hải Phịng Đồng nai Đơng Sài Gịn Đồng Tháp Gia Định Gia Lai Hà Giang Hà nam Hà Nội Hà tây Hà tĩnh Hà Thành Hai Bà Trưng Hải Dương Hải phịng Hải Vân Hậu Giang Hịa Bình Hồn Kiếm Hồng Hà Hưng Yên Kiên Giang Kon Tum Khánh Hòa Lai Châu Lạng Sơn Lào Cai Lâm Đồng Long An Móng Cái Mỹ Phước Nam Bình Dương Nam định Nam Đồng Nai Nam Gia Lai Nam Hà nội Nam Kỳ Khởi Nghĩa Nam Sài Gịn Nam Thái Ngun Ninh bình Ninh thuận Nghệ an Phủ Diễn Phú Mỹ Phú Nhuận 1 1 1 1 1 22 43 22 7 13 29 45 32 16 12 54 11 10 11 13 3 18 10 24 11 25 16 17 16 10 11 8 18 22 25 7 2 15 4 10 6 85 86 87 88 89 90 91 92 93 94 95 96 97 98 99 100 101 102 103 104 105 106 107 108 109 110 111 112 113 114 115 116 117 118 119 120 121 122 123 124 125 126 127 Phủ Quỳ Phú Tài 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Trưng Nam Kỳ KN Nghệ An Sơn Tây Chợ Lớn Hồng Hà Sài Gịn TP.HCM Đồng Nai Ninh Bình Phú Mỹ Hà Nội Tân Bình Thái Bình Lỗi tác nghiệp Thái độ 71 63 58 57 56 53 50 41 39 39 37 37 36 36 35 34 33 32 31 30 30 30 29 26 25 25 25 25 25 23 23 23 23 22 22 22 21 21 21 1 1 2 3 1 1 1 1 1 1 Số lần hạn 5 0 2 11 1 15 3 2 3 13 40 41 42 43 44 45 46 47 48 49 50 51 52 53 54 55 56 57 58 59 60 61 62 63 64 65 66 67 68 69 70 71 72 73 74 75 76 77 78 79 80 81 82 83 84 Ba Đình Quảng Bình Nam Bình Dương Chương Dương Hà Đông Hải Vân Lai Châu Sơn La Tây Hồ Đak Nơng Sở giao dịch I Tây Sài Gịn Trung Tâm Thẻ Bắc Hà Nội Bắc Hưng n Hồ Bình Nam Sài Gòn Vĩnh Phúc Bà Chiểu Bắc Ninh Đà Nẵng Lào Cai Quảng Nam Từ Liêm Ba Tháng Hai Khánh Hoà Nam Định Điện Biên Tây Nam QN Ban PTNHBL Bến Nghé Hà Nam Phú Thọ Quảng Trị Thừa Thiên Huế Phủ Diễn Phú Nhuận Phủ Quỳ Phúc Yên Vĩnh Long Bắc Quảng Bình Nam Thái Nguyên Bình Định Đaklak Gia Lai 20 20 19 18 18 18 18 18 18 17 17 17 17 16 16 16 16 16 15 15 15 15 15 15 14 14 14 13 13 12 12 12 12 12 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Giang An Giang Bà Rịa Bắc Hải Dương Ban Mê Bình Thuận Kinh Bắc Sông Bé Sông Hàn Tam Điệp Tây Sơn Bắc Hà Bạc Liêu BBL - IBMB DN Bến Nghé, 1.Trung Tâm Thẻ Châu Đốc Cửu Long Đà Lạt Đất Mũi Đồng Đăng Đồng Tháp Dương Đơng Hóc Mơn Rạch Giá Sa Đéc Sóc Trăng Sơng Hậu Tây Đơ Thành Vinh Thủ Dầu Một Trà Vinh Vũng Tàu Ba Tháng Hai Cao Lãnh Tổng cộng 3 3 3 3 3 2 2 2 2 2 1 1 1 1 1 1 1 1 1 1 0 2310 20 1 6 10 11 16 17 10 38 0 0 20 1 1 69 954 APPENDIX 5: SURVEY DONG A BL BANK Sex Frequency Valid Male Valid Percent Cumulative Percent 46 31.9 31.9 31.9 98 68.1 68.1 100.0 144 100.0 100.0 Female Total Percent Time use Card card Frequency Valid