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i> £g’T > g J 7% I ~»bA®C?43 2% .i J&.4J w 'JsS a T T5 XT zjfy,n T"WW1% £2 f*3 w W*-# A^AfixX A u it Ju “?% qra ':!*& i X X LI Dac diem cua dich vu• bao hiem va bao hiem nhan tho• • • 1.1.1 Tinh tatyeu cua dich vu bao hiem Trong cuoc song sinh hoat cung nhu hoat dong san xuat kinh doanh hang du da luon luon chu y ngan ngila va de phong nhung ngudi van cd nguy co gap phai nhung rui ro bat ngd xay Cac rui ro do nhidu nguyen nhan, vf du nhu: - Cac rui ro moi trudng thien nhien: Bao, lut, dong dat, ret, han, suong muoi, dich benh v.v - Cac rui ro xay su thieu tien bo va phat trien cua khoa hoc ky thuat Khoa hoc ky thuat phat trien, mot mat thuc day san xuat va tao dieu kien thuan lpi cho cuoc song cua ngudi: nhung mat khac cung gay nhieu tai nan bat ngd nhu tai nan o to, hang khong, tai nan lao dong v.v - Cac rui ro moi trudng xa hoi Day cung la mot nhung nguyen nhan gay rui ro cho ngudi Chang han, neu xa hoi to chdc quan ly chat che - moi ngudi lam viec va song theo phap luat thi se khong xay hien tupng that nghiep, trpm cap; neu lam tot cong tac cham soc sire khoe se han che dupe dm dau, benh tat; neu moi ngudi cd y thilc hon thi se giam dupe cac rui ro khong dang cd nhu hoa hoan, bao luc.v.v Bat ke nguyen nhan gi, rui ro xay thudng dem lai cho ngudi nhung kho khan cuoc song nhu mat hoac giam thu nhap, pha hoai nhieu tai san, lam ngung tre san xuat va kinh doanh cua cac to chile, doanh nghiep, ca nhan.v.v lam anh hudng den ddi song kinh te - xa hoi noi chung De ddi vdi cac rui ro, ngudi da cd nhieu bien phap khac nham kidm soat cung nhu khac phuc hau qua rui ro gay Hien nay, theo quan diem cua cac nha quan ly rui ro, cd hai nhom bien phap ddi vdi rui ro va hau qua rui ro gay - la nhom cac bien phap kiem soat rui ro va nhom cac bien phap tai trp rui ro * Nhom cac bien phap kiem soat rui ro bao gom cac bien phap ne tranh rui ro, ngan ngila ton that, giam thieu rui ro Cac bien phap thudng dupe sir dung de ngan chan hoac giam thieu kha nang xay rui ro Mac du cac bien phap kiem soat rui ro rat cd hieu qua viec ngan chan hoac giam thieu rui ro nhung rui ro da xay ra, ngudi ta khong the ludng het dupe hau qua * Nhom cac bien phap tai trp rui ro bao gom cac bien phap chap nhan rui ro va bao hiem Day la cac bien phap dupe sir dung trudc rui ro xay neu co - Chap nhan rui ro: Day la hinh thiic ma ngudi gap phai ton that tu chap nhan khoan ton that Mot trudng hpp dien hinh cua chap nhan rui ro la tu bao hiem Co rat nhieu each there khac bien phap cha'p cua minh Cong ty cung can co chfnh sach khuyen khfch cung nhu nhung chien dich quang cao nham thu hut luc luqng dai ly tham gia vao phan phoi nhung san pham Ben canh viec gidi thieu quang cao san pham mdi thong qua cac phuong tien thong tin dai chung, cong ty cd the gui thu den nhtrng khach hang cu de mdi ho tham gia them san pham mdi Dong thdi cong ty thiet lap nhung dudng day nong de giai dap thac mac cua dai ly va khach hang ve san pham mdi Tom lai cong ty can lam tot cong tac tu tudng cung nhu kien thuc cho ngudi dai ly ve cac san pham mdi cung nhu lam to't khau tuyen truyen thi viec da dang va phat trien san pham mdi se duqc thuc hien cong hon 3.2.3 Gidi phap phat trien mang litoi dai ly vd phan phoi san pham De cd the phat trien mang ludi dai ly cua minh, trudc tien cong ty phai phat huy vai trd he thong cac trudng ban, trudng nhom cua Cong ty Chinh nhung ngudi se cd trach nhiem tuyen dung phat trien doi ngu dai ly cho Cong ty thong qua viec tuyen dung va phat trien doi ngu dai ly cua chinh ban nhom minh Neu nhu nhiem vu cua mot ngudi dai ly la ban bao hiem cho khach hang tiem nang thi nhiem vu cua ngudi trudng ban, trudng nhom la ban mot nghe nghiep mdi cho dai ly tiem nang Day la mot cong viec khdng phai don gian vi khdng phai cung cd the dam chap nhan thu thach va thay doi de budc sang mot nghe nghiep mdi Hon nua tu van bao hiem la mot nghe mdi tuong ddi vat va va cd rat nhieu thu thach ddi hoi ngudi dai ly phai vuqt qua Nhung neu ho vuqt qua duqc thi ho se nhan duqc nhung phan thudng xiing dang vdi cong sue ho da bo Muon phat trien duqc luc luqng Cong ty can trang bi va huan luyen cho doi ngu trudng nhom, trudng ban cua Cong ty nhung ky nang cong tac tuyen dung dai ly, thudng xuyen td chiic cac buoi chia se, rut kinh nghiem ve tuyen dung Nguon tuyen dung cd the tir cac trung tam anh hudng ldn nhu cac trung tam viec lam, hoi doan the hay thong qua viec gidi thieu tur ngudi than, quen hoac tir chinh dai ly cua Cong ty Cong ty nen cd nhung chuong trinh khuyen khich dai ly gidi thieu ung cu vien cho cong ty VI chi cd dai ly hien tai la ngudi mdi hieu rd nhat ve nghe nghiep ma minh dang lam tir ho se gidi thieu cho cong ty nhung ngudi phu hqp vdi cong viec Ngoai Cong ty can xay dung nhung chinh sach, nhung chuong trinh thi dua dong vien khuyen khich trudng nhom tuyen dung, tuyen duong nhtrng trudng nhom tuyen dung gidi tao dong luc cho cac trudng nhom cong tac tuyen dung cua minh Cd the phan hang cac ban nhom khac theo cac kha nang tuyen dung khac nhau, tir Cong ty se cd chinh sach hd trq, huan luyen va dong vien rieng vdi turng hang khac Cong ty cung nen hd trq cho cac trudng nhom viec tuyen truyen ve mot co hoi nghe nghiep mdi mot linh vuc mdi thong qua cac buoi hoi thao, toa dam ve nghe nghiep de giup cho ung vien hieu rd hon ve co hoi ma ho se hqp tac vdi Cong ty 121 Ben canh viec khong ngUng md rong phat trien luc luong dai ly thi viec nang cao chat luong dai ly cung la giai phap quan de nang cao chat luong dich vu khach hang Boi vi chinh dai ly la ngudi dai dien cho cong ty den tu van cho khach hang Va neu muon khach hang duoc hudng nhung dich vu tu van tot nhat thi doi hoi chat luong ngudi dai ly cung phai duoc nang len mot budc Chat luong dai ly the hien qua kien thuc cua ngudi dai ly co duoc, ky nang cua ngudi dai ly ren luyen duoc, thai cua ngudi dai ly doi vdi cong viec va thoi quen lam viec cua ngudi dai ly (con goi la KASH) Tuy nhien de danh gia duoc nhung tieu chi tren thuc su rat kho va true tuong Trong thuc te thi ngudi ta thudng dung ti le hoat dong cua dai ly cung nhu diem so' qua cac ky kiem tra trinh de danh gia chat luong cua doi ngu dai ly Va dieu quan tam trudc nhat cua Cong ty hien la cai thien ty le hoat dong cua dai ly len tren 55% mot thang De thuc hien cong viec doi hoi cong ty phai co nhung giai phap dong bo Va dac biet cong ty can chu xay dung nhung chuong trinh huan luyen mdi chuyen sau cho nhung do'i tuong khac Cong ty co the phan loai doi ngu dai ly nhung nhom doi tuong khac theo nhung tieu chi khac Do co the la nhung dai ly ban gioi, dai ly trung binh, dai ly yeu khong hoat dong, dai ly co kien thuc yeu, thai yeu, ky nang yeu hay chua xay dung duoc thoi quen lam viec TU nhung tieu chi cong ty se co nhung chuong trinh huan luyen phu hop vdi nhung doi tuong ben canh nhung chuong trinh huan luyen co ban hien co Ngoai cong ty nen thudng xuyen to chuc cac buoi chia se kinh nghiem tu cac di^n gia va ngoai nudc Tham chi co the su dung chinh nhung dai ly xuat sac cong ty giua cac vung mien khac de ho chia se nhung cong cua chinh ban than minh Muo'n vay thi ca bo phan huan luyen cua cong ty cung phai khong ngung duoc nang cap Cong ty can cu nhung can bo gioi di dao tao va hoc hoi kinh nghiem d nudc ngoai Dong thdi cong ty cung can mdi nhung chuyen gia gioi linh vuc huan luyen ve lam quan ly va hudng dan cho bo phan huan luyen Day cung la mot hinh thuc de cong ty chuyen giao nhung cong nghe huan luyen tien tien linh vuc bao hiem vao Viet Nam Mat khac, khong phai ngudi nao cung co to' chat hoac co kha nang thich nghi vdi cong viec cua ngudi tu van bao hiem Bdi vay muon nang cao chat luong doi ngu dai ly thi ben canh viec tang cudng cong tac huan luyen thi khau tuyen dung cung doi hoi phai duoc cai thien Chung ta khong the tuyen o at nhu thdi gian trudc ma doi hoi phai co su chon loc ky cang hon Tieu chi tuyen dung phai chat che hon va phai duoc ap dung mot cach nghiem tuc Tham chi phai lam to't cong tac dinh hudng nghe nghiep cho ung cu vien dai ly trudc tuyen ho vao cong ty Nhung ngudi trudng nhom can giup ho hieu ro duoc tinh chat cong viec, nhung thu thach ma ho se phai vuot qua cung nhu nhung vinh quang va qua ma ho co the dat duoc Neu ho thuc su co tam huyet vdi cong viec thi phai cho ho thdi gian thu thach cung nhu chuan bi ve tu tudng va tinh than trudc 122 chinh thuc vao cong ty Chinh dieu se giup cho nhung ngudi dai ly vao cong ty se co y thuc cao hon doi vdi cong viec minh dang lam va ho se lam viec hang say hon Dac biet cong ty nen tap trung vao nhung doi tuong co the lam viec chuyen nghiep toan tam toan y cho cong ty Chinh nhung doi tuong se gan bo vdi cong ty lau dai nhat Tuy nhien, trudc mat thi cong ty cung can nhanh chong ly hop dong dut diem vdi nhung doi tuong khong hoat dong va khong tam huyet vdi cong viec nua Nhung ngudi lai la nhung trung tam gay anh hudng tam ly tieu cuc den toan bo doi ngu dai ly th lam giam ty le hoat dong cua dai ly Ben canh cong tac huan luyen, tuyen dung cong ty cung can tang cudng hoat dong giam sat cung nhu dong vien khich le dai ly Cong ty nen thudng xuyen to chuc cac chuong trinh thi dua cho dai ly de ho co the nd luc phan dau Cong ty cung co the co nhung cuoc thi dua rieng cho nhung ngudi co kha nang tu van nhieu san pham mdi nhat, to chuc nhung giai thudng di du lich tham du hoi nghi dai ly tai nudc ngoai Tuy nhien tat ca phai dua tren co sd dem lai hieu qua kinh doanh tot nhat Nhung ngudi trudng nhom cung can phai tham gia tich cuc viec don doc va giam sat hoat dong cua dai ly, thudng xuyen to chuc cac buoi hop nhom de chia se thong tin va kinh nghiem tu van, nhung ngudi trudng nhom co the su dung cac he thong bao cao, menh lenh hanh chinh de giam sat dai ly Tat nhien viec can phai duoc ap dung linh hoat cho tung doi tuong dai ly khac Viec phat trien luc luong dai ly, cac kenh phan phoi va cac trung tam phuc vu khach hang luon di kem vdi Muc dich chung la deu mong muon dem lai su phuc vu tot nhat cho khach hang tren moi mien dat nudc Hien cong ty co 64 trung tam phuc vu khach hang dat tren 41 tinh diem cua ca nudc Viec tiep tuc md rong cac trung tam phuc vu khach hang tai cac dia phuong chua co trung tam la mot nhung muc tieu chien luoc cua Cong ty thdi gian tdi Muon thuc hien duoc nhung muc tieu de thi doi hoi cong ty can co nhung budc di dung dan ket hop viec md rong mang ludi phuc vu vdi viec phat trien so luong dai ly tu van cua minh Tuy nhien de co the md duoc cac van phong chi nhanh tai cac tinh khong chi la van de tai chinh, nhan su ma phai su duoc phep cua Bo Tai chinh Day la la mot can trd doi vdi toe phat trien cua Cong ty Dung trudc tinh hinh doi hoi cong ty can co nhung giai phap mdi chu dong hon Do la viec hinh cac van phong tong dai ly tai cac dia phuong cong ty muon md van phong va phat trien dai ly Thuc mo hinh da duoc thuc hien kha bien tai cac nudc tren the gidi linh vuc bao hiem nhan tho Cho den bay gid la thdi diem thich hop nhat de cong ty trien khai mo hinh Theo mo hinh tong dai ly thi cong ty Prudential se ky mot hop dong tong dai ly vdi mot Doanh nghiep tai dia phuong co kinh nghiem va uy tin linh vuc tai chinh Qua cong ty Prudential se uy quyen cho Tong dai ly thuc hien cac nghiep vu bao hiem va phat trien doi ngu dai ly Vi day la linh vuc tai chinh dac thu doi hoi trach nhiem vat chat rat cao nen hinh 123 thuc doanh nghiep d day nen chon la hinh thdc doanh nghiep tn nhan Boi vi doanh nghiep tu nhan la doanh nghiep chiu trach nhiem vo han bang toan bo tai san cua minh Toan bo trang bi van phong cung nhu cac chi phi lien quan deu doanh nghiep tong dai ly chiu Cong ty Prudential se chi chi tra cho doanh nghiep khoan hoa hong tren co so cua ket qua kinh doanh thu duqc Cong ty bao hiem chi co the dieu khien hoat dong cua Tong dai ly thong qua cac dieu khoan hqp dong Tong dai ly Chdc nang chinh cua Tong dai ly la xay dung va quan ly mot doi ngu dai ly chuyen nghiep de phan phoi cac san pham bao hiem cua cong ty tai dia phuong Ngoai cong ty cung co the uy quyen cho tong dai ly thiet lap van phong trung tam phuc vu khach hang de thuc hien cac giao dich bao hiem Tuy nhien de dam bao hoat dong cua van phong tong dai ly theo dung nhung chuan muc cua cong ty, co the dai dien cho cong ty tai dia phuong thi cong ty nen chon nhung truong ban xuat sac cua cong ty de dam nhiem cong viec Nhung ngudi da co rat nhieu kinh nghiem linh vuc kinh doanh bao hiem va da lam viec gan bo lau dai vdi cong ty Do ho se co nhieu thuan lqi hon viec phat trien kinh doanh cua minh dudi tu cach la tong dai ly va cung co nhieu co hoi de tang thu nhap Trong trudng hqp ho chua co doanh nghiep rieng cua minh thi co the tu lap tai dia phuong va chu dong viec xay dung lap dat, tuyen dung nhan vien va quan ly hoat dong cua van phong Trong hqp dong Tong dai ly, Cong ty cung phai quy dinh ro nhung chuan muc va dieu kien nao ma doanh nghiep phai thuc hien dieu hanh hoat dong van phong Nhung du thi day cung la mot mo hinh tuong doi mdi, mat khac khong phai truong ban nao cung co du luc de dau tu vao van phong Tong dai ly Ho co the co nhieu kinh nghiem linh vuc kinh doanh bao hiem nhung cung rat nhieu bd ngd viec xay dung va dieu hanh mot doanh nghiep, dac biet la mot doanh nghiep dai ly linh vuc bao hiem Do cong ty cung can co nhung chinh sach de hd trq cho cac van phong Tong Dai ly ve tai chinh cung nhu kinh nghiem quan ly Cong ty co the xay dung nhung chuong trinh huan luyen rieng cho cac tong dai ly va cac nhan vien cua Tong dai ly Thong qua mo hinh cong ty se de dang hon va nhanh chong md rong duqc so luqng cac trung tam phuc vu khach hang cua minh, nhanh chong phat trien duqc doi ngu dai ly cua minh tai cac dia phuong Dong thdi vdi su co mat cua cac van phong Tong dai ly tai dia phuong se gop phan nang cao hinh anh uy tin cua Cong ty tai dia phuong, hd trq cho khach hang va dai ly cac hoat dong giao dich vdi Cong ty Tuy nhien cong ty co the nang cao chat luqng dich vu cua minh hon nua va co the md rong kenh phan phoi cua minh thong qua viec bat bat tay hqp tac vdi cac Ngan hang Chfnh viec hqp tac vdi cac ngan hang la mot giai phap rat hqp ly vi co the tan dung duqc co sd tang san co cua cac ngan hang ma chung ta khong phai dau tu nhieu Trong nam 2002 Cong ty da bat dau nghien cuu va hqp tac vdi ngan hang ACB va sau la ngan hang VCB linh vuc thu phf bao hiem va tai khoan dau tu Phuong thdc hqp tac da phat huy tac dung viec tao dieu kien thuan lqi 124 cho khach hang va dai ly cac tinh xa van phong cong ty co the nOp phi tai cac tru sd ngan hang VCB tai dia phuong Tuy nhien phuong thuc mdi chi han che d mot so tinh Cong ty can md rong linh vuc hop tac toan bo cac tinh ca nudc cung nhu tang cudng hop tac linh vuc phan phoi cac san pham bao hiem Viec hop tac phat trien san pham bao hiem nhan tho thong qua he thong Ngan hang la budc phat 'trien tat yeu cua thi trudng bao hiem nhan tho Tai khu vuc Chau A nhu Hong Kong va Singapos, kenh phan phoi BHNT qua Ngan hang dong gop td 20% den 25% doanh thu phi cua nganh BHNT Doi vdi Viet Nam, nhu cau ve von nudc cang tang cung vdi su phat trien manh me cua ngan hang va bao hiem nhan tho, viec hop tac giua hai nganh dich vu tai chfnh la mot xu hudng tat nhien hien vdi muc dich mang lai cho khach hang nhung san pham va dich vu da dang va hoan hao Hoat dong BHNT qua ngan hang d dang co ban nhat la hoat dong giua ngan hang va cong ty BHNT nham phuc vu nhu cau BHNT cho cac khach hang ' cua ngan hang San pham BHNT gidi thieu qua ngan hang co the la nhung san pham truyen thong hoac la nhung san pham hoan toan dac trung cho linh vuc BHNT qua ngan hang Vf du nhu BHNT cho vay the" chap, tin chap, BHNT cho ngudi gui tien BHNT qua ngan hang thong thudng hoat dong theo mo hinh nhan vien ngan hang truc tiep tu van cho khach hang hoac chuyen vien tu van tai chfnh chuyen nghiep cua cong ty bao hiem truc tiep tu van cho khach hang va khai thac co sd du lieu khach hang cua ngan hang, mo hinh chuyen vien tu van duoc ap dung rong rai nha't Cong ty Prudential can nhanh chong phat trien manh me kenh phan pho'i de phuc vu khach hang cang tot hon Ngoai viec ky ket hop dong hop tac vdi ngan hang ACB va VCB nhu hien nay, Cong ty can tfnh den phuong an hop tac vdi ngan hang Nong nghiep va phat trien nong thon Viet nam vi day la mot nhung ngan hang quoc doanh cua Viet nam co he thong cac chi nhanh va van phong giao dich rong ldn nhat tren toan quoc Hau nhu tat ca cac quan huyen tren toan quoc deu co mat cua ngan hang nong nghiep va phat trien nong thon Neu Cong ty hop tac duoc vdi ngan hang thi Cong ty se tan dung duoc he thong co sd tang rong ldn cua ngan hang viec phuc vu khach hang Ngoai Cong ty cung co the su dung he thong nhan vien cua Ngan hang cac hoat dong tu van bao hiem cho khach hang Duong nhien la cac nhan vien phai duoc Cong ty huan luyen cac nghiep vu ve tu van bao hiem • 3.2.4 Giai phap hoan thien dich vu cham soc khach hang Ben canh nhung giai phap tren, viec nang cao chat luong cac dich vu cham soc khach hang cung la mot nhung giai phap nham hoan thien dich vu bao hiem ma cong ty cung cap cho khach hang Co the noi thdi gian qua cong ty da thuc hien duoc cong tac cham soc khach hang kha chu dao duoc khach hang khen ngoi Tuy nhien cong tac can duoc thuc hien thudng xuyen lien tuc va md rong pham vi thuc hien nhung 125 phai dam bao cd hieu qua Hien cac dich vu co ban nhu dich vu thu phi tai nha hay doi ngu dua thu van chu yeu duqc trien khai cac ldn Do do, van de noi com cua cdng ty hien la hoat dong thu phi ddi vdi nhung khach hang o tinh le, dac biet la nhung khach hang ma dai ly tu van da bi nghi viec Nhidu noi khach hang khong biet ddng phi cho khien cho tam ly hoang mang cua khach hang Song de trien khai mot doi ngu thu phi d nhung dia phuong cd the se khong hieu qua vi dan cu d day khdng tap trung va trai rong Nen chang cdng ty nen chuyen mot bo phan dai ly sang hinh thurc dai ly chuyen thu Tren the gidi, dai ly chuyen thu chinh la ngudi chu yeu thuc hien cac hoat dong thu phi va cham soc khach hang Ngoai ho van cd the hoat dong vdi tu each nhu mot dai ly binh thudng va cd quyen tu van ban them cac hop ddng bao hiem khac Ho cung cd the duqc hudng nhung chinh sach uu dai rieng cho nhung ddi tuong Cdng ty se phan nhung hop ddng cua nhung dai ly nghi viec cho nhung dai ly chuyen thu cham soc Nhung dai ly d xa khdng the cham soc duqc hop ddng cua minh cung cd the thoa thuan vdi cac dai ly chuyen thu de ho cham soc Chac chan rang neu cdng ty thuc hien tot chinh sach vdi chinh sach tong dai ly se tao nen mot he thong cham soc kha hoan chinh ddi vdi khach hang Cdng ty cung can cd nhung chuong trinh huan luyen rieng ve cham soc khach hang cho nhung dai ly chuyen thu nham dem den cho khach hang dich vu tot nhat Ngoai nham tao su don gian, thuan lqi hon cho khach hang, Cong ty can soat lai va xem xet hieu chinh toan bo cac thu tuc giay td hien cd cua Cdng ty Chang han nhu chinh sua lai cac mau thu giao dich vdi khach hang, hieu chinh phieu yeu cau dieu chinh hop ddng bao hiem nhan tho, phieu yeu cau cd lien quan den gia tri hoan lai, phieu yeu cau toan quyen lqi bao hiem dinh ky, phieu yeu cau dieu chinh/ bo sung thong tin khach hang Dac biet Cong ty can xem xet quy trinh hoan phi tao dieu kien thuan lqi cho khach hang nhan duqc tidn nhanh chong tai cac van phdng chi nhanh chd khdng phai den mot dia diem nhu trudc day Ngoai Cdng ty can tang cudng huan luyen nang cao tinh than phuc vu tat ca vi khach hang cho toan the dpi ngu nhan vien, giao dich vien.va dai ly Trang bi them nhung kien thurc, ky nang phuc vu khach hang cho ho Tat ca nhung van dd tren day mac du la nhung van de tudng nhu rat nhd nhung neu chung ta lam tot thi se nang cao duqc chat luong dich vu khach hang va dem lai nhung hieu dng rat tot td phfa khach hang vi nhdng hoat dong deu nham tdi ddi tuong phuc vu la khach hang Nhu chung ta cung da biet, phuong cham hanh dong cua cong ty Prudential la luon luon lang nghe, luon luon thau hieu Nhung cd le mot viec ma cdng ty chua thuc hien td lap den bay gid de lang nghe rd hon y kien cua khach hang Dd la viec thuc hien cac hoi nghi khach hang Muon cd the thau hieu ky hon tam tu nguyen vong cua khach hang, ben canh nhung cong tac ma cdng ty dang thuc hien thi to chdc cac hoi nghi khach hang la can thiet Dau biet vdi sd luong khach hang ddng dao nhu vay thi viec to chdc toan bo khach hang la khdng the Tuy nhien cdng •> 126 ty cung co the chon nhung khach hang tieu bieu nhung linh vuc khac nhau, tuoi tac khac Cho du chung ta khong the dap ung duoc het cac de xuat cua khach hang nhung nd cung se giup cho chung ta co nhung dieu chinh hop ly hoat dong kinh doanh cua minh cho phu hop vdi tinh hinh thuc te va nhu cau cua khach hang Dac biet la Cong ty cd the ket hop vdi cac van phong tong dai ly tai dia phuong de thuc hien cac hoi nghi khach hang tai cac dia phuong Ngoai Cong ty cung can xay dung nhung chuong trinh cham soc dac biet danh cho nhung khach hang ldn quan cua Cong ty ben canh nhung chuong trinh cham soc hien cd Cong ty cd the danh nhung che uu dai phuc vu rieng cho nhung khach hang thuc hien cac giao dich tai cac trung tam dich vu khach hang cua Cong ty Cong ty cung cd the sir dung cac trung tam tham dinh y khoa cua cong ty de tien hanh tham kham sure khde dinh ky cho nhung khach hang quan neu nhu ho cd yeu cau Didu giup Cong ty vira tan dung het cong suat cua trung tam y khoa, vira nang cao duqc dich vu cham soc khach hang Ngoai Cong ty nen cd nhung phan qua rieng cho nhung khach hang ldn nhan dip le, tet, sinh nhat va nhieu hinh thuc cham soc da dang khac Nhung the uu dai ma Cong ty danh cho khach hang cd the nen tfch hqp them cac du lieu hqp dong cua khach hang de tao thuan tien cho khach hang cac hoat dong giao dich vdi Cong ty Neu lam tot duqc viec thi khdng nhtrng chat luqng dich vu cua Cong ty duqc nang cao ma uy tin cua Cong ty cang md rong vi nhtrng khach hang thudng la nhtrng trung tam anh hudng ldn den xung quanh Neu ho cd niem tin va tin nhiem Cong ty thi ho se truy£n ba cho cang nhieu khach hang hon Day cung la mot each de cong ty khuyen khich nhung khach hang ldn se tham gia bao hiem vdi cong ty Nhung du bao hiem nhan tho cung la mot nganh nhieu mdi me Bdi vay de nang cao hieu biet cua khach hang, cong ty n6n thuc hien cac chuong trinh quang ba bien kien thdc ve bao hiem nhan tho den tirng ngudi dan Viec cd the thuc hien thong qua cac chuong trinh bien kien thuc tron truyen hinh hay tron bao chi Cong ty ndn nhan rong viec xay dung nhip cap Pru tron bao chi vtia qua nhdm vira cung cap them kien thtre cho ngudi dan nhtrng hieu biet ve bao hiem nhan tho, vtra la cau noi de giai dap nhung thdc mdc cua ngudi dan ddi vdi Cong ty Dac biet cac van phong tong dai ly md tai cac dia phuong thi nhip cau Pru nen duqc dang tai tai cac bao dia phuong de ngudi dan d nhung dia phuong cd nhan thdc cao hon ve bao hiem nhan tho, dong thdi cung giup ho hieu ro hon ve mo hinh cua van phong Tong dai ly tai dia phuong Ngoai Cong ty cung n6n nang cao hieu biet ve bao hiem nhan tho va ve Cong ty cho chinh khach hang hien tai cua minh bang chinh nhung ban tin hay tap chi ma Cong ty gu’i cho khach hang Day chinh la mot kenh giao tie'p rat huu hieu giua khach hang vdi Cong ty 127 Tuy nhien du cac chuong trinh cham soc khach hang co hay nhu the nao di nua thi ngudi thuc hien nhung chucrng trinh mdi la van de quan Hien Cong ty da cd mot bo phan cham soc khach hang Tuy nhien luc luqng cua bo phan rat mong va quyen han han che Nhieu nhung thac mac hay khieu nai cua khach hang chi duqc bo phan ghi nhan roi chuyen cho cac bo phan lien quan de giai quyet De lam tot hon cong tac cham soc va bao ve quyen lqi khach hang, nen chang Cong ty cd mot co che cho phep bo phan cham soc khach hang hoat dong nhu mot hiep hoi bao ve quy6n lqi cua khach hang, cd the can thiep vao tat ca cac hoat dong lien quan den khach hang Neu nhu khach hang cd khieu nai hay thac mac gi deu bo phan chiu trach nhiem phoi hqp vdi cac bo phan khac de to chut cac hoi nghi khach hang hay nhung chuong trinh cham soc khach hang khac Tuy nhien tat ca cac hoat dong cham soc khach hoat dong cham soc khach hang, huan luyen cho ho nhung ky nang cham soc khach hang Dong thdi Cong ty cung xay dung nhung co che khuyen khich dong vien ddi vdi nhung dai ly cd ty le tri hqp dong cao va cd hoat dong cham soc khach hang tot Nguqc lai Cong ty cung can cd nhung Nhat la nhung dai ly ban hqp dong cho khach hang d tinh xa nhung khong chiu di thu phi cho khach hang nhung nam tiep theo Tat ca nhung giai phap dong bo se giup cho cong ty nang cao duqc chat luqng dich vu cham soc khach hang 3.2.5 Day manh ting dung cong nghe thong tin hoat dong hiem Nhan tho Prudential Viet Nam Trong thdi buoi cong nghe thong tin phat trien nhu hien thi viec trng dung cong nghe thong tin cac hoat dong kinh doanh cua doanh nghiep duqc coi la mot nhung lqi the canh tranh cua doanh nghiep dd Ddi vdi mot Cong ty kinh doanh bao hiem nhan tho thi van de cang tro nen quan hon nhung nhu cau ve cung cap thong tin ma nd ddi hoi Trong nhung nam qua, Cong ty Prudential Viet nam da chu y rat nhieu den viec dau tu co so tang cong nghe thong tin cho hoat dong kinh doanh He thong phan ciing ve cong nghe thong tin ma Cong ty Prudential Viet nam dau tu duqc xem la quy mo va hien dai nhat cac Cong ty bao hiem tai Viet nam Bang chiing la viec Cong ty Prudential Viet nam la Cong ty bao hiem nhan tho Viet nam dau tien cho ddi trang Web thong tin ve cong ty va trang web danh rieng cho dai ly cung nhu he thong nhan tin sms cho dai 128 Tuy nhien dieu kien quy mo hoat ddng cua cdng ty cang duqc md rong nhu hien vdi hon 40 ngan nhan vien va dai ly phuc vu gan trieu khach hang tren toan quoc thi nhu cau ddi hoi cung cap thong tin la rat ldn Ddng thdi de cd the tan dung triet de cd sd tang cdng nghe thong tin da dau tu Cdng ty can day manh nghien ctru trng dung cdng nghe thong tin tat ca cac hoat dong cua Cdng ty nham nang cao nang suat, chinh xac va hieu qua hoat dong cua Cdng ty Trudc het Cdng ty can xay dung mot ngan hang du lieu ve toan bo nhung van dd lien quan den hop ddng cua khach hang va dua len he thong mang noi bo cua doanh nghiep de cac bo phan cd lien quan cd the tra ctru can thiet mot each nhanh nhat Thdi gian trudc Cdng ty da xay dung cho minh ngan hang du lieu nhung hieu qua su dung chua cao vi viec truy cap de khai thac thong tin tai ngan hang du lieu han che va chua day du Dac biet la Cdng ty nen scan va dua phan chu ky cua khach hang len mang noi bo de tien cho viec ddi chieu cac hoat dong giao dich cua khach hang chd khdng can phai dqi ddi chieu vdi giay td goc nhu trudc Ngoai Cdng ty cung nen dua nhung thong tin ve hqp ddng cua khach hang len trang web cua cdng ty nham giup cho khach hang cd the tra cuu tir xa ve nhung hqp ddng cua minh ma khdng phai len cdng ty Ddng thdi tren trang web cdng ty cung can chu y cung cap nhieu thong tin hon va cap nhap nhanh hon nhung hoat dong va tinh hinh kinh doanh cua cdng ty de khach hang theo doi Va day cung la mot kenh phan phoi true tuydn rat tot ma Cdng ty nen tan dung thong qua nhung dich vu tu van tai chinh bao hiem true tuyen ma rat nhieu trang web cua cac cdng ty bao hiem tren the gidi da thuc hien Tham chi tien tdi cdng ty can nghien ctru cho phep khach hang cd the dang ky mua bao hiem hoac yeu cau dieu chinh mot sd chi tiet ve hqp ddng bao hiem cua minh tren trang web cua Cdng ty Tuy nhien khdng phai khach hang nao cung cd trinh va kha nang sir dung internet de truy cap vao trang web cua cdng ty, dac biet la cac khach hang d nong thon Bdi vay Cdng ty can thiet lap mot during day nong midn phi de khach hang cd the goi vao bat ctr tir dau de hoi thong tin ve hqp ddng cua minh cung nhu cac thu tuc tham gia, thay doi dieu chinh hqp ddng bao hiem Ddi vdi he thong dai ly la luc luqng thudng xuyen di chuyen nen nhu cau can duqc cung cap thong tin cung ddi hoi rat cao Bdi vay Cdng ty cung can nghien ctru de dua cac thong tin len mang cho phep dai ly cd the truy cap tir xa ma khdng phai ve Cdng ty Hien tai Cdng ty da cd mot trang web rieng danh cho dai ly Tuy nhien viec truy cap mdi chi han che cho mot sd dai ly xuat sac Cong ty can md rong ddi tuqng truy cap cho toan bo luc luqng dai ly vi nhu cau khai thac thong tin cua dai ly la rat ldn Ddng thrii day cung la phuong tien thong tin den dai ly mot each nhanh nhat Tren trang web Cdng ty nen chu y cap nhap nhung thong tin ve nhung hqp ddng bao hiem ma dai ly da ban duqc cung nhu tien trinh tham dinh hd so 129 hang Dac biet tren trang web Cong ty cung can cap nhap trie thdi cac ket qua thi dua de cho dai ly tien theo doi va cd dong luc hoat dong cua minh Ngoai de tao dieu kien thuan lqi cho dai ly hoat dong, cong ty co the dua phan mem tinh phf cua cong ty len trang web giup cho dai ly co the in bang minh hoa quydn lqi cho khach hang tai cac diem truy cap internet cong cong gan nhat ma khdng phai quay ve van phong cong ty de in Tien tdi Cong ty can xay dung mot didn dan true tuyen cho luc luqng dai ly tren toan quoc cd the chia se kinh nghiem cua minh hoat dong kinh doanh nham tang hieu qua hoat dong Tom lai Cong ty can phai soat lai toan bo cac hoat dong kinh doanh cung nhu cac giao dich bao hiem cua Cong ty, day manh ting dung cong nghe thong tin tat ca cac hoat dong cua cong ty Chinh viec se giup cho cong ty nang cao duqc nang suat, chinh xac tinh hieu qua va hon het la dem lai cho khach hang nhung dich vu tot nhat dat tieu chuan quoc te va khdng ngimg duqc hoan thien 3.3 Mot sd kien nghi vdi tap doan Prudential toan cau va Nha nude 3.3.1 Kien nghi vdi tap doan Prudential toan cau De cd the thuc hien cong nhung chien luqc va giai phap dat ra, Cong ty Prudential Viet nam ddi hoi phai cd su hd trq khong nhd til tap doan me Ben canh nhung hd trq vd mat tinh thdn, quan nhat la su hd trq ve mat tai chinh Tap doan Prudential toan cau can cd su quan tam hon nua viec tang nguon von hoat dong cho Cong ty Prudential Viet nam, khong chi dirng d mdc 75 trieu la nhu hien Chi cd duqc nguon von ldn hon nua thi Cong ty Prudential Viet nam mdi cd the md rong quy mo hoat dong va nang cao chat luqng dich vu cua minh de giu vung thuong hieu va vi tri hang dau tai thi trudng bao hiem Viet nam Ben canh tap doan me cung can hd trq cho Cong ty Prudential Viet nam hoat dong thong qua viec cu cac chuyen gia cd kinh nghiem linh vuc BHNT sang lam viec tai Prudential Viet nam Thuc te thi thi trudng BHNT d Viet nam rat non tre va Prudential Viet nam cung mdi duqc lap hon nam nen so luqng cac chuyen gia gidi chua nhidu Viec cir nhung chuyen gia gidi sang lam viec tai Viet nam se giup cho Prudential Viet nam cd the phat trien duqc nhung san pham va dich vu tot hon cho thi trudng Va day cung la each de tap doan Prudential chuyen giao nhung ky thuat bao hiem cho Cong ty Prudential Viet nam nham thuc hien muc tieu chien luqc ma cong ty da de Mat khac Prudential Anh Quoc can cd su quan tam hon nua den Prudential Viet nam khong chi thong qua viec hd trq ve tai chinh, ve ky thuat ma can cd su hd trq d cap quoc gia Ben canh viec hinh nhung 130 quy h6 tro phat trien tai nang cho Viet nam cua Prudential Anh Quoc thdi gian vira qua, giup quang ba hinh anh uy tin cho Prudential cung nhu cung co' niem tin vdi Chfnh Phu Viet nam, tap doan Prudential toan cau cung can phoi hop vdi Prudential Viet nam lam viec rat sat vdi Chfnh Phu Anh va Chfnh phu Viet nam nham giup Viet nam dua nhung quyet sach dung dan tao diOu kien thong thoang va bmh dang hon nua cho cac cong ty nudc ngoai hoat dong dau tu tai Viet nam Dd cung chfnh la tao dieu kien thuan loi cho Prudential Viet nam phat trien 3.3.2 Kien nghi vdi Nhd nitic Cd the noi rang chien luqc phat trien bao hiem Viet Nam ma Chfnh phu Viet Nam da de la mot chien luqc dung dan di dung xu the phat trien va hoi nhap vdi thi trudng quoc te Tuy nhien de thuc hien cong chien luqc nay, chfnh phu Viet Nam can cd nhung bien phap kien quyet hon Trudc het de tao cho cac doanh nghiep bao hiem cd mot san choi canh tranh mot each lanh manh, ben canh khuon kho cua luat kinh doanh bao hiem Nha nudc Viet Nam cung cln nhanh chong soan thao va ban hanh luat canh tranh Viec ban hanh luat canh tranh ddi se tao dieu kien cho cac doanh nghiep bao hiem cd the canh tranh mot each blnh dang va lanh manh Tuy nhien di£u kien ma luat canh tranh chua ddi thi hien Chfnh phu Viet Nam can cd nhung che tai xu ly thfch hqp nhung hien tuong canh tranh khdng lanh manh, dac biet nganh bao hiem thdi gian gan day, nhu hien tuong cac Cong ty noi xau lln hay dung sue ep cong quyen de can thiep haot dong kinh doanh cua doanh nghiep Neu Chfnh phu Viet Nam khong xir ly kien quyet va dirt diem tir dau thi nhung hien tuong cd the tiep didn gay hau qua xau khong nhung cho doanh nghiep ma cho ca thi trudng bao hiem Viet Nam, va cd the can trd qua trinh thuc hien chien luqc phat trien thi trudng bao hiem Viet Nam ma Chfnh phu da dua Ben canh dd, muon viec thuc hien chien luqc phat trien thi trudng bao hiem cd hieu qua, Chfnh phu can quan triet chien luqc den toan bo he thong phap luat cung nhu bo may hanh chfnh tai Trung uong va dia phuong Chi cd vay thi viec thuc thi chien luqc mdi duqc tien hanh mot each nhat quan tren toan quo'c, tao dieu kien cho cac Cong ty Bao hiem md rong mang ludi hoat dong phuc vu cung nhu neu cao chat luqng dich vu cua minh, va ttr dd nd se tao dong luc cho toan bo thi trudng bao hiem phat trien dung hudng Ngoai chfnh phu Viet Nam cung nen nghien cuu xem xet viec md rong hoat dong cua cac cong ty Bao hiem nhan tho nudc ngoai linh vuc bao hiem huu trf tu nguyen Hien nhu cau cho loai hinh bao hiem la rat ldn, dac biet la nhung ddi tuong khong lam tai cac cong ty nha 131 nude hay chua duoc tham gia Bao hiem xa hoi Chung ta biet rang day la mot linh vuc rat nhay cam can duoc nghien cuu mot each ky luong Tuy nhien vi day la hinh thdc tham gia tu nguyen cua ngudi dan nen viec phat trien nen giao cho cac cong ty bao hiem thuong mai quan ly hon la dua cho co quan BHXH quan ly vi co quan Bao hiem xa hoi la co quan co su trq cap cua nha nude Neu chung ta giao cho cac doanh nghiep bao hiem thuong mai quan ly, dac biet la neu lua chon nhung doanh nghiep co uy tin va kha nang linh vuc thi se tao didu kien cho ngudi dan duqc hudng nhung san pham bao hiem dat tieu chuan quoc te nhu chien luqc chinh phu da de Tat nhien di kem vdi viec md rong hoat dong linh vuc thi Chinh phu Viet Nam cung phai cd nhung bo may quan ly va giam sat mot each chat che hoat dong vi nd khdng chi anh hudng den nen tai chinh quoc gia ma anh hudng den ddi song cua nhieu ngudi dan Ddi vdi Bo tai chinh, van de dang ky san pham can duqc xem xet rut ng&n va don gian hoa thu tuc cho cac doanh nghiep Hien tai mdi lan doanh nghiep can dang ky san pham la lai phai lap lai viec tap hqp cac thu tuc trudc Thdi gian chd phe chuan lai lau, cd trudng hop vuqt qua mot thang so vdi quy dinh la khien cho doanh nghiep han che viec tan dung co hoi kinh doanh Trong dieu kien thi trudng dang cd su canh tranh quyet liet nhu hien ddi hoi cac doanh nghiep lien tuc phai phat trien nhung san pham mdi de thu hut khach hang Boi vay Bo tai chfnh can cd nhung thay doi ve mat thu tuc va rut ngan thdi gian cap phep san pham tao dieu kien va mdi trudng canh tranh thuan lqi cho cac doanh nghiep kinh doanh tren thi trudng Chung ta luon tin tudng rang, Chfnh phuViet Nam se cd duqc nhung giai phap dung dan de tao dieu kien cho cac doanh nghiep, dac biet la cac doanh nghiep bao hiem nude ngoai phat trien, tir thi trudng bao hiem se phat trien theo dung hudng ma Chien luoc Chfnh phu da dat cho den 2010 st 132 KET LUAN Nhu chung ta da biet Cong ty Prudential Viet Nam duoc lap nam 1999, la mot nhung cong ty bao hiem nudc ngoai ddu tien duoc cap phep hoat dong tai thi trudng Viet Nam Va sau hon nam hoat dong, Cong ty da dat duoc nhung cong quan trong, trd Cong ty Bao hiem nhan tho hang dau tai Viet Nam va da co nhung dong gop quan vao viec phat trien thi trudng bao hiem tai Viet Nam Nhan xet ve vai trd cua Prudential Viet Nam ddi vdi thi trudng bao hiem nhan tho noi rieng va thi trudng dau tu noi chung, Ba Le Thi Bang Tam, thur trudng BO tai chinh da phat bieu: “Tir vao Viet nam, Prudential da gop phan chuyen giao cong nghe quan ly va kinh nghiem kinh doanh vao linh vuc BHNT Trong nam hoat dong tai Viet nam, Prudential da tao mot nguon vdn kha ldn de dau tu trd lai Vidt nam, nhu dau tu vao co phieu, trai phieu, tai trq cac du an Nhung viec lam cua Prudential da dong gop rat tfch cue vao su phat trien cua Viet nam” Tuy nhien de cd the dong gop nhieu hon nua cho thi trudng Bao hiem Viet Nam cung nhu giu vung vi tri hang dau tai thi trudng Bao hiem Viet Nam, Prudential Viet Nam can cd nhung giai phap nham hoan thien hon nua dich vu bao hiem cua minh Luan van da gop phan nghien cun va dua nhung giai phap co ban giup cho Cong ty Prudential Viet Nam thuc hien duqc viec Tren co sd di sau vao nghien cun ve cac dich vu bao hiem, cac noi dung hoat dong cung nhu noi dung phat trien dich vu cua mot Cong ty bao hiem, luan van da tim hieu thuc trang trien khai cac dich vu Bao hiem tai Cong ty Prudential Viet Nam Tir dd nd tim nhung mat manh, mat han che viec trien khai dich vu cua Cong ty, tap trung vao linh vuc ldn la cac san pham dich vu Bao hiem, mang ludi thi phan phoi dich vu va hoat dong quan ly phat trien dich vu bao hiem Cong ty Sau tim hieu, luan van da manh dan dua mot so giai phap can ban giup cho dich vu bao hiem cua Cong ty duqc hoan thien hon Cac nhom giai phap tap trung vao cac linh vuc chu yeu la phat trien dich vu bao hiem, mang ludi dai ly va phan phoi san pham cung nhu cac hoat dong cham soc khach hang, tren co sd dd, luan van cung cd mot sd de xuat vdi Cong ty Prudential toan cau cung nhu ddi vdi Nha nudc Viet nam Tuy nhien, thdi gian nghien cun cd han nen luan van khdng khoi cd nhung khiem khuyet va han che nhat dinh Tdi rat mong nhan duqc su dong gop y kien cua cac nha chuyen mon, cac thay cd giao, va ban doc quan tam den luan van Qua day tdi cung xin giri ldi cam on chan den cac thay co giao, ban lanh dao va dong nghiep tai Cong ty Prudential Viet nam da giup dd nhiet tinh va tao dieu kien cho toi hoan luan van 133 TAI LIEU THAM KHAO I 10 11 12 13 14 PHAN TIENG VIET Bao cao ket qua kinh doanh hang nam cua Cong ty BHNT Prudential Viet nam “Giao trinh Quan tri doanh nghiep thuong mai” (Dung cho cao hoc)- NXB Thong ke 1999 Chu bien TS Nguydn Xuan Quang-TS.Nguydn Thira Loc “Giao trinh Bao hiem” - NXB Thong ke 2000 Chu bien PGS.TS Ho Si Sa “Giao trinh kinh te thuong mai” - NXB Thong ke 2003 Chu bien GS.TS Dang Dinh Dao, GS.TS Hoang Dire Than “Giao trinh Marketing thuong mai” - NXB Thong ke 1999 Chu bien TS Nguydn XuSn Quang “Giao trinh quan tri kinh doanh bao hiem” - NXB Thong ke 2003 Chu bien TS Nguyen Van Dinh “Huan luyen san pham Bao hiem ho trq vien phi va phau thuat va bao hiem tir bo thu phi ngudi hdn phoi” - Nam 2002 Giao trinh huan luyen noi bo cua Cdng ty BHNT Prudential Viet nam “Huan luyen san pham Phu-Hoan My” - Nam 2002 Giao trinh huan luyen noi bo cua Cong ty BHNT Prudential Viet nam “Luat kinh doanh bao hiem va cac van ban hudng ddn thi hanh” - NXB Chinh tri quoc gia 2001 “Marketing kinh doanh dich vu” - NXB Thong ke 2001 Chu bien TS Luu Van Nghiem “Pru-Khoi dau su nghiep” - Nam 2000 Giao trinh huan luyen noi bo cua Cdng ty BHNT Prudential Viet nam “Pru Viet nam“ - Tap chi noi bo hang quy cua Cdng ty BHNT Prudential Viet nam “San pham cua Prudential” - Nam 2000 Giao trinh huan luyen noi bo cua Cdng ty BHNT Prudential Viet nam Trang thong tin bao chi noi bo cua Cdng ty BHNT Prudential Viet nam II PHAN TIENG ANH “Insurance: Principles and Practice”Bland, D (1997), British Royal Institute for Insurance, London “Life and Health Insurance Marketing” - FLMI Insurance Education Program-Life Management Institute LOMA Atlanta, Georgia Sharon B.Allen, FLMI-Dennis W.Goodwin,FLMI,ACSJennifer W.Herrod, FLMI,ACS,AIAA 134 10 11 “Operation of Life and Health insuarance Companies” FLMI Insurance Education Program-Life Management Institute LOMA Atlanta, Georgia Sharon B.Allen, FLMI-Dennis W.Goodwin,FLMI,ACS-Jennifer W.Herrod, FLMI,ACS,AIAA Website www.aia.com.vn Website www.baominhcmg.com.vn Website www.baoviet.com.vn Website www.loma.org Website www.manulife.com.vn Website www.mof.gov.vn Website www.prudential.com.vn Website www.vneconomy.com.vn 135
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