Nâng cao năng lực cán bộ khách hàng tại ngân hàng tmcp ngoại thương việt nam chi nhánh vinh

9661 LV.ThS DHKTQD i- * •*' tS iZ ,***» a J TRUONG DAI HOC KINH TE QUOC DAN ■ ■ DAI HOC K.T.Q.D TT THONG TIN THUVIEN PHONG LU AN AN-TL’LIEU BUI TH! THANH HUONG NANG CAO NANG LlTC CAN BO KHACH HANG TAI NGAN HANG TMCP NGOAITHlTONG VIET NAM, CHI NHANH VINH ■ ■ ■ CHUYEN NGANH: KINH it PHAT TRli’N LUAN VAN THAC SY KINH TE • • N gifdi hiidng dan khoa hoc: GS.TS NGO THANG LCtt niy M>J HA NOI, NAM2014 ■* LOI CAM DOAN Toi xin cam doan day la cong trinh nghien ciru doc lap cua rieng toi Cac tai lieu tham khao deu neu ro xuat xu tac gia va dirge ghi danh muc tai lieu tham khao Toi hoan toan chiu trach nhiem ve nhung nhan xet da dua luan van Hoc • vien cao hoc • Bui Thi Thanh Hirong MUC LUC • • LCH CAM DOAN LOT CAM DOAN MUC LUC DANH MUC CAC TU VIET TAT DANH MUC BANG, BIEU DO VA HINH TOM TAT LU AN VAN i LOT MO DAU CHUONG 1: KHUNG LY THU YET DANH GIA NANG LUC CAN BO KHACH HANG TAI NGAN HANG THU ONG MAI LI Can bo khach hang va cac yeu to cau nang lye can bo khach hang tai ngan hang thuong mai 1.1.1 Tong quan ve can bo khach hang tai ngan hang thuong mai 1.1.2 Nang luc can bo khach hang tai ngan hang thuong mai 1.1.3 Cac tieu chi danh gia nang luc can bo khach hang 13 1.1.4 Cac yeu to tac dong den nang luc can bo khach hang .15 1.2 Khung nang luc danh gia nang luc can bo khach hang tai ngan hang thuong mai 20 1.2.1 Khai niem va vai tro cua khung nang luc 20 1.2.2 Phuong phap danh gia nang luc can bo 22 1.2.3 Xay dung khung nang lire can bo khach hang tai ngan hang thuong mai 26 CHUONG 2: DANH GIA NANG LUC CAN BO KHACH HANG TAI NGAN HANG TMCP NGOAI THUONG VIET NAM, CHI NHANH VINH 34 2.1 Gidi thieu chung ve Vietcombank Vinh 34 2.1.1 Tong quan ve Vietcombank va chi nhanh Vietcombank Vinh 34 2.1.2 Chuc nang nhiem vu va co cau to chuc cua Ngan hang TMCP Ngoai thuong Viet Nam, chi nhanh Vinh 36 2.1.3 Cong tac tuyen dung tai Vietcombank Vinh 38 2.1.4 Ve cong tac dao tao 39 2.1.5 Cong tac danh gia va chi tra luong cho can bo nhan vien 40 2.1.6 Ve moi truong lam viec va cac che dai ngo 40 2.1.7 Tinh hinh hoat dong kinh doanh cua Vietcombank Vinh 41 2.2 Can bo khach hang tai Vietcombank Vinh 43 2.2.1 Tong quan ve can bo khach hang tai Vietcombank Vinh 43 2.3 Thue trang nang lire can bo khach hang tai Vietcombank Vinh 45 2.3.1 To chuc dieu tra va tong hop ket qua 45 2.3.2 Danh gia tong hop ve nang luc can bo khach hang tai Vietcombank Vinh 54 2.4 Danh gia tong hop nang luc can bo khach hang 59 2.4.1 Nhung diem manh 59 2.4.2 Nhung diem han che 60 2.4.3 Nguyen nhan ton tai nhung han che ve nang luc cua can bo khach hang 62 CHUONG 3: NANG CAO NANG LUC CAN BO KHACH HANG TAI NGAN HANG TMCP NGOAI THUONG VIET NAM, CHI NHANH VINH 65 3.1 Dinh huong nang cao nang luc can bo khach hang Vietcombank Vinh den nam 2020 65 3.1.1 Cac can cu va dinh huong phat triennhan luc cua Vietcombank Vinh den nam 2020 65 3.1.2 Dinh huong nang caonang luc doi ngu can bo khach hang tai Vietcombank Vinh den nam 2020 69 3.2 Mot so giai phap nang cao nang luc can bo khach hang tai Vietcombank Vinh 71 3.2.1 Sap xep lai bo may to chuc : 71 3.2.2 Hoan thien cong tac tuyen dung dau vao theo huong nang cao chat luqng can bo dau vao 73 3.2.3 Tang cuong cong tac dao tao, boi duong can bo khach hang 76 3.2.4 Thuong xuyen danh gia can bo khach hang va bo tri su dung can bo khach hang theo khung nang luc 78 3.2.5 Tao dong luc, tinh than lam viec cho can bo khach hang 81 3.2.6 Xay dung moi truong lam viec nang dong, than thien, cod mo 83 KET LU AN 84 TAI LIEU THAM KHAO 85 PHU LUC 86 PHU LUC ; 91 PHU LUC 96 DANH MUC CAC TU VIET TAT cv : Cho vay HDV : Huy dong von KH : Ke hoach TCCB : To chuc can bo TMCP : Thuong mai co phan VCB : Ngan hang Thuong mai Co phan Ngoai thuong Viet nam DANH MUC BANG, BIEU DO VA HINH Bang: Bang 1.1: Yeu cau ve nang lire kien there cua can bo khach hang 27 Bang 1.2: Bang yeu cau ve nang luc ky nang lam viec cua can bo khach hang 28 Bang 1.3: Bang yeu cau ve dao due nghe nghiep doi vdi can bo khach hang 29 Bang 1.4: Cac cap danh gia nang luc 30 Bang 1.5: Khung nang luc cua can bo khach hang tai Ngan hang thuong mai 30 Bang 1.6: Thang diem danh gia 33 Bang 2.1: Co cau khach hang tai VCB Vinh phan theo khach hang nam 2013 42 Bang 2.2: Tong hop khach hang co quan he tin dung tai VCB den 31/12/2013 43 Bang 2.3: Quy mo can bo khach hang ttr nam 2011 - 6/2014 44 Bang 2.4: Tong hop phieu dieu tra 47 Bang 2.5: Tong hop ket qua danh gia ttr phia can bo khach hang 47 Bang 2.6: Tong hop ket qua thu nhan tu Ban lanh dao va cac trucmg /pho phong 50 Bang 2.7: Tong hop ket qua dieu tra thu nhan tu phia khach hang 52 Bang 2.8: Diem binh quan danh gia nang luc can bo khach hang VCB Vinh 54 Bang 3.1: Danh gia tinh hinh thuc hien cdng viec cua doi ngu can bo 80 Bieu do: Bieu 2.1: Bieu tang trucmg HDV - CV cua VCB Vinh ttr nam 2011 ->2013 va KH 2014 42 Bieu 2.2: Bieu tang trucmg lai nhuan cua VCB Vinh ttr nam 2011->2013 va KH2014 42 Hinh: Hinh 1.1 Cac yeu to cau nang luc 10 Hinh 1.2: Mo hinh nang luc ASK 13 Hinh 1.3 Cac nhan to anh huong toi nang luc 15 Hinh 1.4: Mo hinh mo ta phuong phap danh gia 3600 24 Hinh 2.1: Mo hinh hoat dong cua Vietcombank Vinh 37 - ——— - —————' - ft TRUONG DAI HOC KINH TE QUOC DAN ■ ■ - S0S0 ♦ G8G8 - BUI THI* THANH HUONG NANG CAO NANG LlfC CAN BO KHACH HANG TAI NGAN HANG TMCP NGOAI THIfflNG VIET NAM, CHI NHANH VINH CHUYfiN NGANH: KINH if PHAT TRlt N TOM TAT LUAN VAN THAC SI • HA NOI, NAM2014 t i TOM TAT LUAN VAN A Ly chon de tai Hoi nhap quoc te vdi sir xuat hien cang nhieu cua cac ngan hang va ngoai nude, cac ngan hang hien dang trang thai canh tranh quyet liet tat ca cac linh vuc dich vu ngan hang De ton tai moi truong canh tranh hien ngoai viec cac ngan hang phai co mot chien luoc kinh doanh dung dan, nang luc tai chinh du manh, nen cong nghe hien dai thi viec tao doi ngu can bo nhan vien co nang luc, dao due tot de van hanh he thong hoat dong luon la vdn d£ duqc cac nha quan ly noi chung va cac nha quan ly Ngan hang noi rieng quan tarn hang dau Hoat dong cac ngan hang luon tiem an nhieu rui ro Ion, dac biet la rui ro tin dung Con so no xau he thong he thong ngan hang thai gian gdn day dang dune bao dong cao han so vdi chuan quoc te Nguyen nhan no xau va rui ro tin dung tang cao mot phan nao la duac chia 03 nhom : Nhom nguyen nhan thuoc ve ngan hang; Nhom nguyen nhan thuoc ve khach hang; nhom nguyen nhan khac Cu the: -Nguyen nhan ve phia ngan hang chinh su yeu kern cua doi ngu can bo, nhan vien cua ngan hang bao gom ve ca nang luc va dao due Cu the, neu can bo tin dung non kern ve trinh do, thieu kien thuc, thieu kinh nghiem thi se khong co kha nang tham dinh va xu ly thong tin khach hang mot each chinh xac, dan den chat luong tin dung thap, rui ro cao Chua ke, neu can bo tin dung khong tuan thu theo dung quy trinh tin dung thi viec mat von rat de xay Dac biet, can bo tin dung co ma pham chat dao due kern, rat de bi cam do, gay nen nhung thiet hai lan cho ngan hang Trong cong tac giam sat cua cac cap quan ly ngan hang ldng leo, dan den khong co nhung chi dao kip thai de ngan ngira va xu ly rui ro xay - Nguyen nhan ve phia khach hang: Do trinh yeu kem han che kha nang du bao cac van de kinh te, nang luc quan ly kinh doanh nen de xay ton that doi vai hoat dong kinh doanh ban than khach hang tir anh huong true tiep toi ngan hang Mat khac khach hang co the co tinh lira dao, chiem dung von cua ngan hang, trudng hop phia ngan hang cung rat kho danh gia ve kha nang tai chinh cua khach hang va cho vay von voi thdi lupng khong hop ly dan den rui ro tiem an cao - Ngoai cac nguyen nhan tren nhung rui ro tin dung xuat phat tu nhieu nguyen nhan khac xuat hien tir moi trirong xung quanh nhir : bien dong kinh te, chinh sach nha nude, chat lupng thong tin De tranh dupe cac ru ro den tir cac nguyen nhan tren yeu to cot loi la ngan hang can co mot dpi ngu can bo cd nang luc, pham chat dao dire tot Van de nang cao nang lire dpi ngu can bo da dupe nhieu nha nghien cuu khoa hoc quan tarn den dudi nhieu goc khac Cd nhieu cong trinh khoa hoc, cac luan van thac si, cur nhan nghien cuu ve dpi ngu lao dong, nhan luc cac td chuc, doanh nghiep cung nhu bo may chinh quyen cac cap, cu the: - Tap chi khoa hoc va cong nghe, Dai hoc Da Nang so 6(29)2008 da co bai “ Nang cao chat lupng dpi ngu nhan vien tai Ngan hang Dau tu va phat trien Viet Nam”.cua tac gia Nguyen Van Han - Dai hoc Da nang Bai viet da khang dinh vai tro cua dpi ngu nhan vien viec nang cao vi tri canh tranh cua Ngan hang cac san pham dich vu cua ngan hang hien gan nhu khong co sir khac biet Tac gia chi di sau tim hieu nhung danh gia, mong muon cua khach hang doi voi nhan vien tir nang cao chat lupng lupng phuc vu va kha nang giao tiep cua nhan vien tai Ngan hang dau tu va phat trien Viet nam - Bai viet “ Phat trien nang luc dpi ngu giang vien quan ly giao due dap ung yeu cau dao tao, boi dudng nguon nhan lire quan ly giao due” cua ThS Pham Xuan Hung - Giang vien khoa Quan ly, hoc vien quan ly giao due dang tai trang http://www.wob.be Tac gia da de cap mot phan nghien cuu ve phat trien nang luc cua dpi ngu giang vien quan ly giao due dap ung yeu cau dao tao, boi dudng nguon nhan lyc quan ly giao due den nam 2020 thong qua viec danh gia vai tro cua dpi ngu giang vien quan ly giao due va xay dung cac yeu cau nang lyc doi voi dpi ngu giang vien quan ly giao due hoat dong dao tao boi dudng nguon nhan luc 93 2.2 Ky nang Anh (Chi) danh gia nhu the nao ve trinh ky nang lam viec hien tai minh Xin hay cho diem tir den 5, theo muc tang dan tir den 5: 5: Rat tot 3: Kha 4: Tot Kem 2: Trung binh Xin hay dien dau X vao cau lira chon thich hop nhat TT Muc danh gia ( 1: yeu; 5: Rat tot) Tieu chi danh gia 1 - Quan ly thbi gian lam viec hieu qua - Quan ly cong viec theo thu tu iru tien, theo doi tien va du kien duoc nhung tinh huong xay de kip thbi xu ly cdng vice dam bao cong viec dirpe giao hoan tat mot each hieu qua dung muc tieu da de - Kha nang nhan biet, xac dinh van de va giai quyet van de phat sinh cong viec - Biet trinh bay, lang nghe, thong tin phan hoi, phong van va dam phan thuong thuyet voi khach hang va dong nghiep - Co kha nang thiet lap, thuyet phuc, dam phan va tri cac moi quan he - Biet cam thong, nhay cam va linh boat - San sang hop tac, chu dong chia se thong tin va hoc hoi dong nghiep - Khong ngai hoi loi khuyen tir ngubi khac, san sang giiip ngubi khac duoc yeu cau - Noi mot each tich cue ve ngubi khac, xu ly xung dot hay van de nhom mot each tich cue va cbi mb 10 - I loan phan viec cua ban than va nghe theo su chi dao cua cap tren ~ - r - - - *- Theo Anh/chi nguyen nhan nao dan den nhung han che ( neu ban cho nhung tieu chi dat diem tro xuong) ve ky nang cua can bo khach hang hien Do cong tac tuyen dung Q Do che dai ngo Q 94 - Do cong tac dao tao huan luyen - Do cong tac theo doi danh gia ket qua thuc hien cong vice - Do y thuc thai ca nhan o o o o Do moi trudng lam viec nhieu ap luc 2.3 Thai d(i iron ciing viec Chi (anh) danh gia nhu the nao ve thai docua ban than cong viec hien tai Xin hay cho diem tu I den theo muc tang, dan tir den 5: 5: Rat tot 3: Kha 4: Tot 2: Trung binh Kem Xin hay dien dau X vao cau lua chon thich hop nhat Muc danh gia ( 1: yeu; 5: Rat tot) Tieu chi danh gia TT 1 - Thang than trung thuc va co chinh kien ro rang - Biet rd trach nhiem va cong viec cua minh chi noi dieu can thiet co can nhac khong tiet lo thong tin thuoc linh vuc khong duoc phep cung cap cho ben thu ba chua duoc cho phep cua Ban lanh dao - Tran ddi.co tinh than trach nhiem bao ve uy tin nghe nghiep gan bo trung vdi to chuc - Luon theo sat va nam ro tung dien bien cho den hoan d muc tot nhat Du phai lam them gid hoac bo them vao day mot so chi phi ca nhan cung khong suy tinh thiet - Cong bang ton su that khong duoc kien thien vi hon Tuyet doi khong lam viec theo kieu het gid chuon voi - Thuc hien cong viec theo chuan muc chuyen mon va quy dinh phap luat hien hanh - Biet noi khong vdi cac bieu hien tieu cuc qua trinh thuc hien cong viec - Thuc hien tot chuan muc van hoa to chuc - Biet quy bao ve tai san cua to chuc Theo Anti,-'chi nguyen nhan nao dan den nhung han che ( neu ban cho nhung tieu chi dat dicm tro xuong) ve Thai lam viec cua can bo khach hang hien - Do cong tac tuyen dung Q 95 Do che dai ngo chua hop ly Do cong tac dao tao, huan luyen Do cong tac theo doi danh gia ket qua thuc hien cong viec Q Do y thuc, thai ca nhan Do moi trudng lam viec nhieu ap luc Cam on anh(chi) da hop tac vdi chung toi ! 96 PHU• LUC • Being hdi danli cho khach hans Day la khao sat nam de tai “Nang cao nang luc can bo khach hang tai Ngan hang TMCP Ngoai thuong Viet nam, Chi nhanh Vinh” Doi tuong cua khao sat la nhom can bo khach hang ( bao gom can bo khach hang the nhan va can bo khach hang doanh nghiep) Noi dung cua khao sat nang luc cua cac can bo khach hang cua Vietcombank Vinh hien Cach dien vao bang hoi: Xin Anh(chi) hay vui long dien X vao cac cau tra loi lua chon thich hop Thdng iict chung - Vi tri cua anh (chi) doi voi VCB Vinh: Doi tuong Chon (X) Khach hang tO chuc Khach hang the nhan - Anh/ chi da giao dich tai VCB Vinh bao nhieu lau : □ I nam ■ 2-3 nam - nam [_] tren nam Danh gia mum ll{’c cua can bh khach hang Phan Anh/ Chi se danh gia cac can bo khach hang theo cac tieu thuc kien thuc, ky nang, thai lam viec va ngoai ngu 2.1 Kien thwc Anh/ Chi danh gia nhu the nao ve trinh kien thuc hien tai cua can bo khach hang voi tu cach la khach hang tai Vietcombank Vinh Vui long cho di6m tu den 5, theo muc tang dan tu den 5: 5: Rat tot 4: Tot 3: Kha 2: Trung binh Vui long dien dau X vao cau lua chon thich hop nhat Yeu Muc danh gia TT ( 1: yeu; 5: Rat tot) Tieu chi danh gia I Kien thuc chuyen mon - Nam vung kien thuc, quy trinh, thu tuc nghiep vu - Nam vung cac chu truong, chinh sach, phap luat cua nha nuoc va kien thuc kinh te - xa hoi lien quan - Cap nhat kien thuc ( bao gom tinh hinh kinh te xa hoi, chinh tri, phap luat ) thudng xuyen - Su dung thao tin hoc van phong, cac chuong trinh ung dung phuc vu cong viec don vi cung cap - Nghe, noi, doc viet tieng Anh thong thao 2.2 Ky nang Anh (Chi) danh gia nhu the nao ve trinh ky nang lam viec hien tai cua can bo khach hang Vietcombank Vinh Xin hay cho diem tu den 5, theo muc tang dan tu den 5: 5: Rat tot 4: Tot 3: Kha Yeu 2: Trung binh Xin hay dien dau X vao cau lua chon thich hop nhat Muc danh gia TT Tieu chi danh gia ( 1: yeu; 5: Rat tot) 1 - Quan ly thdi gian lam viec hieu qua - Quan ly cong viec theo thu tu uu tien, theo doi tien va du kien duoc nhung tinh huong xay de kip thdi xu ly cong viec dam bao cong viec duoc giao hoan tat mot cach hieu qua dung muc tieu da de - Kha nang nhan biet, xac dinh van de va giai quyet van 98 Muc danh gia ( 1: yeu; 5: Rat tot) Tieu chi danh gia TT de phat sinh cong viec - Biet trinh bay lang nghe, thong tin phan hoi, phdng van r va dam phan thuong thuyet vdi khach hang va dong nghiep - Cd kha nang thiet lap, thuyet phuc, dam phan va tri cac mdi quan he - Biet cam thong, nhay cam va linh hoat - San sang hop tac, chu dong chia se thong tin va hoc hoi dong nghiep - Khdng ngai hoi loi khuyen tir ngudi khac, san sang giup ngudi khac dupe yeu can - Ndi mot each tich cue ve ngudi khac, xu ly xung dot hay van de nhom mot each tich cue va edi mo - Hoan phan viec cua ban than va nghe theo su chi 10 dao cua cap tren 2.3 Thdi cong vice Chi (anh) danh gia nhu the nao ve thai docua ban than cong viec hien tai Xin hay cho diem tu den 5, theo muc tang dan tir den 5: 5: Rat tot 4: Tot 3: Kha Kem 2: Trung binh Xin hay dien dau X vao cau lua chon thich hop nhat Muc danh gia 1 - Thang than, trung thuc va cd chinh kien rd rang - Cong bang, ton su that, khdng dupe kien, thien vi ( 1: yeu; 5: Rat tdt) Tieu chi danh gia TT - Biet rd trach nhiem va cong viec cua minh, chi ndi dieu can thiet, cd can nhac, khdng tiet 16 thong tin thuoc linh vuc khdng dupe phep cung cap cho ben thu 99 Muc danh gia TT ba chua duoc cho phep cua Ban lanh dao - Trau doi,co tinh than trach nhiem, bao ve uy tin nghe nghiep, gan bo trung voi to chuc - Luon theo sat va nam ro tung dien bien cho den hoan d muc tot nhat Du phai lam them gio hoac bo them vao day mot so chi phi ca nhan, cung khong suy tinh thiet hon Tuyet doi khong lam viec theo kieu het gio chuon voi - Thuc hien cong viec theo chuan muc chuyen mon va quy dinh phap luat hien hanh ( 1: yeu; 5: Rat tot) Tieu chi danh gia - Biet noi khong voi cac bieu hien tieu cuc qua trinh thuc hien cong viec - Thuc hien tot chuan muc van hoa to chuc - Biet quy trong, bao ve tai san cua to chuc Cam on anh (chi) da hop tac voi chung toi ! YEU CAU CUA HOI DONG CHAM LUAN VAN THAC SI VE Nhung diem can sira chua bo sung trudc nop luan van chinh thuc cho Vien dao tao SDH uw./.l.y.£ ,/d WZZ/ (dty -&rx£ hl.c d d / j/tA.l.C: d \.d k^ M yy r, if., hi (Xa XlaMto C.h.ft ydrl d Llidtj X 4^' ■' .ddhu.C'd .X zZ/.^.c / d - J X da a id vfy dd o, / , 'sr I- Chu tich Hoi dong (Ky va ghi rd ho ten) Neu hoc vien co trach nhiem chinh sira theo yeu cau cua Hoi dong cham luan van Trong truong hop khong chinh sua se khong ducrc cong nhan ket qua bao ve Hoc vien phai dopg ban yeu cau chinh sira vao cuoi luan van chinh thuc nop cho vien DT SDH NHAN XET LUAN VAN THAC SI KINH TE De tai: "Nang cao nang lu'c can bo khach hang tai Ngan hang TMCP Ngoai thu-ffng Viet Nam - Chi nhanh Vinh ” Hoc vien cao hoc: Bui Thi Thanh Huong Chuyen nganh : Kinh te Phat trien Nguoi nhan xet: PGS.TS Do Van Due, Hoc vien Ngan hang Tinh cap thiet cua de tai Hoi nhap quoc te va su phat trien manh me cua thi truong tai chinh nude dang dat cac NHTM Viet Nam trudc su canh tranh quyet liet nham khang dinh thuong hieu, chiem giu, mo rong thi phan va nang cao hieu qua kinh doanh Trong dieu kien nhu vay, cac NHTM phai thay doi co ban phuong hudng va each thuc kinh doanh phu A A hop voi nhung dieu kien moi cua thi truong, nghia la cac ngan hang can co mot chien lupc kinh doanh dung dan, nang luc tai chinh du manh, cong nghe hien dai va quan hon ca phai xay dung cho minh mot doi ngu can bo, nhan vien co nang luc, dao due tot de van hanh he thong hieu qua Ngan hang TMCP Ngoai thuong Viet nam, Chi nhanh Vinh ( Sau day goi tat la Vietcombank Vinh) sau 25 nam hoat dong da dat dupc nhung tim het sue to Ion kinh doanh va xay dung doi ngu nhan su Tuy nhien, so vdi tieu chuan can bo va yeu cau nhiem vu kinh doanh dieu kien hoi nhap va canh tranh hien thi nang luc cua can bo noi chung va nang luc can bo khach hang noi rieng r a ~ (NLCBKH) cua Vietcombank Vinh nhieu han che nhu van edn mot bo phan dupc dao tao khong dung chuyen nganh ma chua dupc dao tao bo sung nghiep r r y r r vu theo qui dinh, chua nam vung nhung kien thuc ve luat phap, thieu kien thuc ve marketing, ky nang lam viec, Tu thuc te do, van de " Nang cao nang luc can bo khach hang tai Ngan hang TMCP Ngoai thuung Viet Nam — Chi nhanh Vinh” duoc tac gia lua chon lam de tai luan van cao hoc cua minh la hoan toan chinh xac,vua co y • nghia ly luan va thuc tien Tinh khong trung lap va tin cay cua de tai Luan van co doi tuong la nhung van de ly luan va thuc tien v£ NLCBKH cua NHTM, pham vi nghien cuu la nhung v£n de ve NLCBKH cua Vietcombank Vinh khoang thoi gian tu 2011-2014, cac tu lieu duoc su dung luan van co > r r r \ nguon goc ro rang, so lieu chu yeu duoc su dung tu nguon bao cao cua Vietcombank Vinh va ket qua nghien cuu khao sat cua tac gia Cong trinh khong trung lap voi cac cong trinh, luan an, luan van da duoc cong bo thoi gian gan day Nhung cong chu yeu cua luan van Thi nhat Luan van da dua khung ly thuyet danh gia NLCBKH cua NHTM , nhu cac khai niem nang luc can bo cua NHTM ; cac tieu chi danh gia NLCBKH va phan tich bon nhan to chu yeu tac dong den NLCBKH ; phuong phap danh gia NLCBKH theo buoc la: thiet lap bo tai lieu co ban ve cong viec, xay dung he thong tieu chi danh gia nang luc va hieu qua cong viec, thiet lap phuong phap danh gia va su dung ket qua danh gia; xay dung khung danh gia NLCBKH tren cac mat kien thuc, ky nang lam viec va dao duc nghe nghiep Luan van neu ro NLCBKH la la tong hop kien thuc, ky nang, thai ( dao duc nghe nghiep) cua can bo khach hang nham thuc hien tot cong viec duoc giao, phan tich kha ro nhung yeu cau ve tung mat cua nang luc can bo khach hang tai cac NHTM Thi hai, Luan van da gioi thieu khai quat ve tinh hinh kinh doanh cua Vietcombank Vinh thoi gian tu 2011-2014, phan tich thuc trang NLCBKH tai Vietcombank Vinh tren co so tO chuc di£u tra, phan tich va tong hop cac ket qua dieu tra, tu dua danh gia tOng hop v£ NLCBKH tai Vieetjcombank Vinh tren cac mat ve trinh chuyen mon, ky nang lam viec va dao duc nghe nghiep Tu phan tich do, luan van da khai quat hoa va dua sir danh gia ve nhung didm manh la can bo khach hang nam vung cac kien thuc cor ban lien quan den hoat dong ngan hang, ky nang lam viec cua can bo khach hang hien da dap ung dupe yeu cau cua Vietcombank Vinh, can bo khach hang da gop phdn quang ba thuorng hieu cua VCB den vdi khach hang thong qua nghiep vu, phong each, thai lam viec cua minh Dong thoi, neu nhung han che va phan tich nhung nguyen nhan cua nhung han che ve NLCBKH hien Thu ba, Tren cor so phan tich thuc trang or chuong 2, dinh hudng, muc tieu nang cao NLCBKH cua Chi nhanh nhung nam toi, luan van da dua nhom giai phap dd nang cao NLCBKH cua Vietcombank vinh nhung nam toi Mot so han che - Se dam bao su nhat quan vdi muc dinh nghien cuu la xay dung khung danh gia NLCBKH he thong NHTM, ddi tuong nghien cuu can dupc md rong tir “ NLCBKH tai Vietcombank Vinh” “NLCBKH tai NHTM” -Ten chuong la “Khung ly thuyet danh gid nang lyc can bo khach hang tai cac r Ngan hang thuorng mai” nhung noi dung chuong lai chu yeu tap trung vao cac van de khung NLCBKH va xay dung khung NLCBKH, theo ngudi nhan xet, se la hop ly hon neu chuong luan giai ro khai niem khungJNLCBKH cua NHTM - Nhung giai phap d chuong se cd sue thuyet phuc hon neu luan van tham khao them kinh nghiem cua mot sd NHTM va ngoai nude ve danh gia NLCBKH va rut bai hoac kinh nghiem cho Vietcombank Vinh - Trong phan tong quan nghien cuu lien quan, noi dung bai viet “Phat trien nang lyc X > \ doi ngu giang vien quan ly giao due dap ung yeu cau dao tao, boi dudng ngudn nhan lyc quan ly giao due” cua ThS Pham Xuan Hung rat it lien quan den de tai cua luan van - Cuoi mdi chuong thieu phan tieu ket - Luan van chua dua dupe nhung dieu kien can thiet de Vietcombank Vinh cd the hien thuc hoa nhung giai phap d chuong r r Ket cau va hinh thuc cua luan van Ket cau cua luan van duoc bo cue chuong, loi ma ddu va k£t luan, dam bao tinh hop ly, khoa hoc, dap ung cac yeu cau cua mot luan van thac si kinh te Ket luan Day la mot cong trinh khoa hoc nghiem tuc, duoc nghien cuu kha cong phu, co tinh thoi su va gia tri thuc tien Cong trinh dap ung cac yeu cSu doi voi mot luan van thac kinh te Neu bao ve cong tai Hoi dong cham luan van, tac gia xung dang duoc cong nhan hoc vi thac si kinh te PGS.TS D6 Van Due TRUONG DAI HOC KINH TE QUOC DAN BO moN KINH TE PHAT TRIEN NHAN XET LUAN VAN THAC SI KINH TE Ho va ten hoc vien : Bui Thi Thanh Huong De tai nghien cuu : Nang cao nang luc can bo khach hang tai Ngan hang TMCP Ngoai thuong Viet Nam - chi nhanh Vinh Chuyen nganh: Kinh te phat trien Nguoi nhan xet: TS Bui Duc Tuan Chuc danh Hoi dong: Phan bien2Tinh cap thiet va su phu hop cua de tai I Trong nhung nam gan day, boi canh kinh te kho khan, hoat dong cua he thong cac ngan hang thuong mai cung bi dat trudc nhung thach thuc ldn Ket qua hoat dong cua cac ngan hang thuong mai co chieu hudng khong duoc kha quan nhu thdi gian trudc, canh tranh giua cac ngan hang thuong mai vi the trd nen gay gat hon Nguyen nhan cua tinh trang khong chi yeu to khach quan la su kho khan tu phia khach hang, ma mot phan quan la chinh nang luc yeu kem cua cac ngan hang viec cung cap cho thi trudng nhung dich vu va san pham co chat luong vuot troi Viec lua chon de tai cua hoc vien Bui Thi Thanh Huong la mot hudng nghien cuu can thiet va co y nghia thuc tien, giup cho cac ngan hang thuong mai co them co hoi de phuc vu khach hang tot hon, chiem linh thi trudng va chien thang canh tranh De tai nghien cuu cua cao hoc vien la phu hop vdi linh vuc chuyen mon cua chuyen nganh kinh te phat trien Ten de tai va noi dung cua luan van cung khong trung lap vdi cac nghien cuu da duoc cong bo Ve bo cuc cua luan van II Luan van duoc ket cau chuong, vdi 84 trang la phu hop vdi yeu cau cua mot luan van nghien cuu trinh thac sy Cac chuong duoc ket cau logic, hop ly Hinh thuc trinh bay ro rang, su dung nhieu hinh, bang de minh hoa noi dung III Nhung cong cua luan van Luan van nhin chung da he thong hoa mot cach tuong doi day du cac khai luan ve nang luc ca nhan va nang luc can bo khach hang, cac nhan to cau nang luc va cac yeu to anh hudng den nang luc cua can bo khach hang Luan van cung gidi thieu dupe khung nang luc can bo khach hang cung nhu cac ung dung khung nang luc viec danh gia nang luc can bo khach hang Luan van cung da phan nao lam ro duoc hien trang nang luc can bo khach hang tai VietcomBank Vinh thong qua khao sat cac can bo va khach hang cua Ngan hang Mot so giai phap duoc luan van de xuat cung co y nghTa thiet thuc doi voi VietcomBank Vinh viec nang cao nang luc cho can bo khach hang noi rieng va can bo cua VietcomBank noi chung A r r yr r r Nhirng han che cua luan van IV A Ve noi dung luan van A A • Trong phan loi md dau, noi dung trinh bay ly lira chon de tai du dai dong nhung lai chua thuc su thuyet phuc, tong quan nghien cuu so sai, chua thuc su tom tat dupe tong quan quan diem nghien cuu, ket qua nghien cuu va nhung dong gop cua cac nghien curu trudc cho viec xay dung khung nghien cuu cua de tai r t Trong chiro’ng 1: Tieu de cua muc 1.1 chua phan anh tarn cua noi dung trinh bay Vi tarn cua muc la nang can bo, vay nen neu true tiep tieu de “Nang luc can bo khach hang va yeu to cau ” Muc 1.2.3.1 co gidi thieu rat chi tiet noi dung cac yeu cau ve nang luc theo ba khia canh, nhien tac gia chua ly giai dupe can cu xuat phat de xac dinh cac noi dung nang luc (tu tong quan nghien cuu hay tu quy dinh cua ngan hang, vv?) Bang 1.4 (trang 31) trinh bay cac cap danh gia nang luc, nhung noi dung dien giai chua the hien su khac biet ro rang giua cac muc nang luc Can dupe dien giai lai theo hudng tang dan theo mot so tieu chi nhat quan Can cu dua cac muc diem bang 1.6 la chua thoa dang, vi thdng thudng phai dua vao bang chuan cua nganh (neu co) hoac xac dinh bang phuong phap chuyen gia r r r r r y r y y r r a Trong chiro’ng II : A Trong tarn cua chuong la nham danh gia thuc trang nang luc can bo khach hang cua VietcomBank nen can phai trinh bay dupe noi dung md ta ve dpi ngu can bo khach hang, khung nang luc chuan (yeu cau doi vdi can bo khach hang kern theo bang diem chuan cho mdi thudc nang luc) va ket qua khao sat can bo khach hang theo khung nang luc da xay dung Tuy nhien, nhung noi dung chua dupe lam ro thoa dang chuong cua luan van Muc 2.2.1 chua md ta dupe mot each rd rang ve dpi ngu can bo khach hang cua VietcomBank chi nhanh Vinh, luan van mdi chi md ta bang sd theo tuoi, gidi tinh, trinh do, vv ma chua cd nhan dinh de ngudi doc hinh dung dupe mot each tong quan ve dpi ngu # A A yr Muc 2.3 Muc chi can neu ket qua dieu tra (diem trung binh theo cac chi bao nang lire), cac thong ke va tong hop so phieu tra loi nen dua phu luc de tranh lam mat di tarn cua noi dung trinh bay Mac du chua phan tich yeu to anh huong, nhung tac gia van dua dupc nguyen nhan cua cac han che, dieu lam cho nhung nhan dinh danh gia cua tac gia tro nen vo doan Trong chuong III : Noi dung muc 3.1.1 qua dai dong khong can thiet, nen cd dong lai Qua nhieu giai phap dupc trinh bay dudi dang liet ke, thieu su dan giai ve y nghTa cua mdi giai phap cung nhung ve noi dung giai phap chung chung, nen sap xep cac giai phap theo nhom cac nhan td anh hudng hoac theo nhom nhan td cau nang luc can bo khach hang Ddi vdi doi tuong can bo khach hang, nen nhan manh cac giai phap huan luyen ky nang va tao dong luc r r r Ve hinh thuc Hinh thuc trinh bay can luu y : - Nhieu bang/hinh khong co nguon trich dan, - Bai nhieu loi chinh ta va dac biet la loi danh may V Nhan xet chung Tuy mot sd diem han che ve noi dung va hinh thuc, song ban luan van da dap ung tot nhung yeu cau co ban cua luan van thac sy kinh te Ket luan: Ban luan van cua hoc vien Bui Thi Thanh Huong da dap trng yeu cau cua luan van trinh thac sy chuyen nganh kinh te phat trien, nhat tri de nghi dua bao ve trudc Hoi dong cham luan van cua Trudng Dai hoc Kinh te Quoc dan r •> r \ Ha Noi 16/10/2014 Ngudi nhan xet TS Bui Due Tuan