Xây dựng chiến lược phát triển dịch vụ ngân hàng bán lẻ tại ngân hàng tmcp xăng dầu petrolimex

M* WM MMWIJ—tHM TRUONG DAI HOC KINH TE QUOC DAN O — NGUYEN THITUOI OUNG CHIEN LIflIC PHAT TRIEN DICH TO NGAN HANG BAN LE NGAN HANG THIfflNG MAI CO PHXN X&NG D Cong tac huy dong von Huy dong von la hoat dong quan dong gop vao viec tang trudng trudng nguon von cua PG Bank Day manh toc huy dong von nhat la huy dong vdn tu doi tuong khach hang la ca nhan, cac doanh nghiep vua va nho vua gia tang nguon von ngan hang, dong thdi gop phan khoi thong duoc nguon von noi tai tang ldp dan cu Giai phap day manh cong tac huy dong von la: 92 - Xac dinh khach hang tiem nang: Ngan hang td chuc khao sat de co chinh sach thu hut va phat trien san pham tien gui phu hop vdi nhu cau cua khach hang - Day manh viec huy dong von bang nhieu hinh thuc san co nhu phat hanh ky phieu, chung chi dai han, tiet kiem du thudng, tiet kiem bac thang vdi nhieu loai ky han khac - Tang kha nang canh tranh huy dong von dua vao chat luong, tinh tien loi, cong nghe, hieu qua cua dich vu huy dong von, uy tin va muc tin cay thay cho hinh thuc canh tranh chu yeu dua vao lai suat - Nghien cuu md rong cac diem giao dich thuc hien chuc nang ngan hang ban le > Dich vu cho vay Hoat dong cho vay ca nhan da dong gop quan vao viec tang trudng tin dung cua cac ngan hang Toc cho vay ca nhan tang nhanh se gop phan lam tang nguon thu nhap cho ngan hang Giai phap de PG Bank co the phat trien hon nua dich vu cho vay la: - Xay dung nen khach hang theo hudng: thu hut cac doanh nghiep vua va nho Day manh va tang cudng chuc nang cho vay ca nhan, doanh nghiep vua va nho nham md rong dia ban cho vay Md rong mang ludi giao dich song song vdi viec , tang ty le phan bd nguon von danh cho ca nhan - Day manh hon nua viec phat trien cac san pham cho vay tieu dung nham hudng den khach hang ca nhan nhu: Cho vay mua nha, xay sua chua nha d, cho vay mua xe o to, xe may, cho vay du hoc, cho vay tieu dung can bo cong nhan vien, cap han muc thau chi - Md rong doi tuong phuc vu: Xem can bo cong nhan vien, nhat la nhung can bo lam viec cac co quan co uy tin la khach hang tiem nang, md rong cong tac cho vay tieu dung can bo cong nhan vien Tuy nhien nen phat trien manh me hon nua dich vu cho vay tin chap doi vdi can bo cong nhan vien, khong can xac nhan bao lanh cua co quan don vi cong tac - Md rong dia ban: Doi vdi cac chi nhanh khong nam d cac ldn nhu: Ha Noi,TP HCM, Da Nang thi da so cac doanh nghiep vua va nho, ngan hang can 93 nghien cuu chinh sach lai suat ho tro cho cac doi tuong Chang han nhu ho tro lai suat thoi gian xay dung du an vong bao nhieu nam, sau du an di vao hoat dong va hieu qua kinh doanh thi muc lai suat se duoc dieu chinh lai cho phu hop Dieu tao san pham khac biet so vdi cac ngan hang thuong mai khac, tao loi the canh tranh ddng thdi quang ba duoc dich vu cho vay tren thi trudng - Cai each thu tuc ho so vay von theo tieu chi an toan, don gian hoa thu tuc Ban hanh quy trinh xur ly ho so theo hudng chuan hoa > Dich vu the He thdng the cua PG Bank hien cdn yeu va kha mdi me so voi dan chung, do vdi cai muc tieu la phat trien dich vu NHBL thdi gian tdi PGBank can cd nhieu bien phap hon nua de phat trien he thdng cu the: - Day manh cong tac phat trien the ATM thdng qua tiep can cac doi tuong la nhom khach hang cd thu nhap khong cao va khong cd tich luy, md rong cac tien ich di kem cho khach hang su dung the ATM nhu dich vu cap han muc thau chi, toan hoa don tien dien, tien nudc, phi bao hiem, tien gui tiet kiem thdng qua NH - Vdi he thdng the toan xang dau PG Bank can chu y ban hang cho doi tuong la cac chu xe o td Ban hang thdng qua viec day manh hon nua cac kenh hop tac ban le qua viec lien ket vdi cac doi tac ldn nhu cac hang xe, cong ty bao hiem di doi vdi co che hoa hong dai ly - Md rong mang ludi diem chap nhan the ngoai he thdng xang dau, tap trung vao cac trung tam thuong mai ldn di doi vdi viec gia tang loi ich cho chu the thdng qua viec phat trien Gateway toan tren internet - The ATM la san pham cong nghe cao tren nen tang he thdng tien tien do can phai cung cd lai he thdng mang va thiet lap dudng truyen on dinh dam bao su hoat dong thdng suot cua he thdng 24 gid/ngay nham tao long tin noi khach hang sir dung the ATM cua PG Bank > Dich vu ngan hang dien tir Phat trien cac dich vu NH dien tu SMS Banking, Internet Banking, Kios Banking, Mobile Banking la xu the tat yeu hoat dong NHBL Do do, de cac 94 san pham cua NHBL den gan hon nua voi KH thi PG Bank can dua cac giai phap de phat trien cac dich vu cu the: - Ket hop voi cac doanh nghiep vien thong cung cap rong rai dich vu SMS banking den khach hang, khong chi la van tin so du ma ca bao gom cac tien ich nhu: truy van ty gia, lai suat, mang luoi phong giao dich, diem dat ATM - Cac dich vu cung cap qua Internet hien chu yeu cua cac NHTM la dich vu truy van tien gui toan, tien vay, tiet kiem Vi vay, PG Bank muOn canh tranh duoc voi cac NH khac dich vu thi can trien khai dich vu toan tren Internet nhu: toan hoa don hang hoa, phat lenh chuyen tien di nuoc ngoai dong thoi phat trien cac tien ich khac nhu dang ky su dung dich vu, thay doi mat khau, yeu cau ngung cung cap dich vu > Cac san pham dich vu ho tro khac PG Bank quan tam den cac dich vu ho tro khac Day duoc duoc coi nhu la cac tien ich NH mang den cho KH den giao dich voi NH - Dich vu chi ho luong hang thang + Tap trung phat trien dich vu chi ho luong cho cac to chuc, doanh nghiep dang quan he nham ho tro doanh nghiep tiet kiem duoc chi phi chi tra luong va NH khai thac duoc the ATM, so du tai khoan tien gui va trien khai cac dich vu NH khac doi voi tai khoan ca nhan + Day manh tra luong qua the chu truong toan thu nhap hang thang cua can bo, cong chuc vao tai khoan tien gui cua Chinh phu, PG Bank tap trung trien khai dich vu chi tra ho luong cho cac doi tuong hudng loi tu ngan sach nha nuoc + Phat trien dich vu chi hoa hong cua dai ly bao hiem nhan tho, phi nhan tho, dai ly buu dien, cong tac vien thu cuoc phi dich vu vien thong, dien luc thon gqua tai khoan tien gui cua cac ca nhan md tai NH - Dich vu giu ho tai san: PG Bank nen trien khai dich vu de KH tiep can duoc dich vu bao mat va an toan mot xa hoi phat trien Dich vu co the trien khai tu viec giu ho giay to quy hiem, cat giu tai san d dang niem phong va sau thuc hien cac nhu cau cua KH 95 3.2.4 Nhom giai phap ho tro’ > Giai phap ve nhan sur PG Bank xac dinh giai doan 2012 - 2020 la giai doan dao tao va phat trien nguon nhan luc cho hoat dong kinh doanh noi chung va dich vu ngan hang ban le noi rieng Do do, PG Bank can thuc hien chuyen mon hoa va nang cao chat luong doi ngu can bo ca ve trinh nghiep vu, tac phong giao dich, ky nang giao tiep, ky nang ban hang va ca nhan thuc ve tam quan cua dich vu NHBL.Cu the nhu sau: - Nang cao chat luong tuyen dung: Xay dung quy trinh tuyen dung nhan su that chat che, nghiem tuc gom each thuc thi tuyen va he thong tieu chuan danh gia di kern - Thiet lap he thong tieu chuan danh gia can bo, tu co chien luoc dao tao ngan - dai han nham quan tri nguon luc hieu qua Tieu chuan danh gia can bo phai dua vao nhieu yeu to nhu trinh chuyen mon, trinh tin hoc, trinh ngoai ngu, ky nang giao tiep, ky nang quan ly Tir do, hang nam PG Bank can phai danh gia lai trinh can bo toan he thong va tao thuoc ro rang de nhan vien phan dau - Nang cao chat luong dao tao: doi vdi nhan vien mdi vao lam tai PG Bank deu phai tham gia khoa dao tao lai nhung nghiep vu thuc te tai ngan hang PG Bank ddng thdi dupe gidi thieu van hoa, dac diem va lich su phat trien cua PG Bank; doi vdi nhan vien hien tai: dao tao chuyen nganh bang each khuyen khich va ho tro ve mat tai chinh cho cac nhan vien tham gia cac khoa dao tao ngan han va dao tao van bang dao tao kien thuc co ban ve ngoai ngu,tin hoc, ky nang giao tiep, ky nang dam phan > Giai phap ve cong nghe Dich vu NHBL cd moi quan he huu co vdi cong nghe thong tin, chung ddng vai tro nhu mot phuong tien de thuc hien mang dich vu Viec ung dung tuu cong nghe hien dai phu hop se quyet dinh su cong cua NH viec trien khai cung ung cac san pham dich vu NHBL.Trong thdi gian tdi cac giai phap cong nghe ma PG Bank can thuc hien la: - Hien tai PG Bank da xay dung va hoan thien he thong “loi” Corebanking cho phep giao dich toan he thong dupe thuc hien true tuyen Thong tin khach hang (tai khoan, lich su giao dich, chu ky, ) dupe quan ly tap trung cung vdi co 96 che giao dich mot cua (teller) giup cho viec phuc vu khach hang duoc thuc hien mot each nhanh chong Tuy nhien, vdi so luong khach hang cang tang nhanh he thong da co dau hieu qua tai Do vay, tu nam 2012 den nam 2020 PG Bank nhanh chong trien khai hien dai hoa bao gom: + 'Xay dung he thong may chu mdi dam bao phuc vu so luong khach hang gia tang den nam 2020 He thong may chu mdi phai co giai phap nang cap, mo rong de phuc vu nhu cau gia tang den nam 2020 + Nang cap he thong bao mat dam bao cho viec trien khai toan truc tuyen tu xa - Nang cap va cai tien phan mem: song song vdi giai phap hien dai hoa, PG Bank can cai tien he thong phan mem nghiep vu cua CoreBanking va cong giao tiep vdi cac he thong khac Cu the nhu sau: + Thiet lap he thong quan ly thong tin khach hang mot cach tong the va tap trung Dieu xuat phat tu tinh trang mot so KH vay o chi nhanh khong duoc thi lai duoc duyet vay tai mot chi nhanh khac cung he thong PG Bank Do he thong phai cai tien de ho tro co che danh gia nhanh chong tinh hinh tai chinh khach hang, loi nhuan thuan ma khach hang dem lai cho PG Bank Tu giup cho viec danh gia rui ro, loi nhuan tung giao dich va ho tro thuc hien chinh sach thu hut khach hang kip thoi, hieu qua + Xay dung he thong cong giao tiep mot cach hoan chinh: Hien the ATM cua PG Bank co the thuc hien giao dich tai hau het may ATM cua cac NH: Agribank, Seabank, Vietcombank, Eximbank, Techcombank Chinh nho su ket noi da khac phuc tam thoi tinh trang so luong may qua it Tuy nhien, de ket noi vdi cac he thong khac tuong lai va ket noi vdi cac dich vu eBanking thi PG Bank can phai xay dung cong giao tiep hoan chinh vdi co che giao dich theo chuan quoc te (cau truc dinh dang goi du lieu, bao mat, chuan truyen thong ) cho phep viec ket noi ben ngoai tro nen an toan va nhanh chong - Hoan thien he thong the ATM + Hien du NHNN khuyen khich cac NH hop tac chia se he thong ATM 97 nhung cac NH ldn co thi phan dong dao khong muon hop tac vdi cac NH co thi phan it va cac NH nho e ngai su khong khach quan giao dich kinh doanh (tinh trang dung the ATM cua NH nho thudng gap truc trac thuc hien giao dich tren may ATM cua NH ldn chang han) Do do, PG Bank vua phai tich cuc dau tu them may ATM song song vdi viec san sang hop tac vdi cac lien minh khac theo nguyen tac cung co loi + Chuyen cong nghe the tu sang cong nghe the chip de tang tinh bao mat va phu hop vdi yeu cau cua to chuc quoc te nhu Visa, MasterCard Ngoai ra, vdi chip dien tu gan tren the, the chip co the ket noi may vi tinh nen PG Bank co the cung \ r cap cho khach hang nhieu lua chon toan va dich vu vdi an toan cao hon, thuan tien hon + Da dang hoa loi ich tu dich vu ATM: The ATM cua PG Bank duoc danh gia la ngheo nan ve dich vu (rut tien, chuyen khoan) Do do, dich vu ATM cua PG Bank can phai tien tdi cung cap cho khach hang cac dich vu nhu: Mua ve tau, ve may bay, the cao; gui tien truc tiep; cho phep chuyen tien vao tai khoan ao (ngudi nhan su dung mat khau, khong dung the ATM, de rut tien) > Chinh sach khach hang - PG Bank sdm trien khai he thong to chuc kinh doanh theo dinh hudng khach hang, chu dong den vdi khach hang Chi co thuc hien quan diem kinh doanh nay, NH mdi co dieu kien nam bat, nghien cuu sau sac nhu cau tung nhom khach hang de dua cac san pham dich vu phu hop - Chuan hoa quy trinh nghiep vu: Ra soat lai tat ca cac quy trinh nghiep vu hien tai, loai bo nhung thu tuc rudm khong can thiet cho khach hang - Xay dung chinh sach cham soc khach hang theo dinh ky, theo muc tieu ngan han nham tao moi quan he gan ket giua khach hang va ngan hang dieu kien canh tranh phuc tap tren thi trudng - Quy dinh thdi gian toi da de xu ly cac giao dich: Ra soat va dinh luong s tong thdi gian xu ly cho tung giao dich vu the Hang nam danh gia lai va cai tien quy trinh de rut ngan thdi gian can thiet de phuc vu 98 > Xay tiling he thdng Call Center He thdng bao gom: - He thong quan ly cac cuoc goi den tir dong He thdng se tu dong phan loai cac cuoc goi den va phan phoi tdi dung loai nhan vien dung nhan vien dang san sang - He thdng se tra loi tir dong sd luong cac cuoc goi den dat mot sd dang ke Xay dung he thdng ton kha nhieu chi phi do giai doan dau chua can dau tu Mat khac giai doan dau nen de khach hang goi tdi cd nhan vien true dien thoai tiep nhan de cd the khai thac tot nhat cac nhu cau cua khach hang cho viec ban cheo san pham dich vu - He thdng ghi am lai trudng hop khac hang tranh cai: giup cap tren kiem tra dinh ky hoac dot xuat xem phong each, chat luong tra loi cua nhan vien va la co sd doi chung sau vdi khach hang - He thdng theo doi cac cuoc noi chuyen giua khach hang va nhan vien vdi muc dich dao tao nhan vien (chao don khach hang mot each nha nhan; xir ly cac khieu nai va cac khach hang kho tinh; thong tin chinh xac ve cac san pham va cac thu tuc can thiet co ban) De cd the giam bdt mot phan chi phi cho bo phan Call Centre Nhan vien Call Centre cd the la ve huu nguoi lam ban thdi gian vdi muc luong dupc tra thap hon giao dich vien nhung chi phi dao tao se kha cao 3.3 MOT SO DE XUAT VA KIEN NGHI 3.3.1 Doi voi Quoc hoi, Chinh phu - Thu nhat: hoat dong ban le ddng vai trd rat quan doi vdi phat trien kinh te xa hoi va doi song dan cu de thuc day hoat dong ban le cua NHTM can hoan thien khung phap ly va dam bao mdi trudng kinh te - chinh tri - xa hoi on dinh - Thir hai: hoat dong kinh doanh noi chung va hoat dong ban le noi rieng cd nhieu mdi quan he da dang phuc tap lien quan true tiep tdi quyen loi nglna vu uy tin cua nhieu ben tham gia Cac quan he chin sir dieu chinh cua nhieu van ban phap luat nhu luat dan sir, luat hop ddng kinh te luat chu ky dien tu luat NHNN ddng thdi dupc dieu chinh bdi nhung van ban dudi luat cua Chinh phu Vi vay viec hoan thien mdi trudng phap ly cho hoat dong tai chinh ngan hang noi 99 chung va cho hoat dong ban le noi rieng la rat can thiet - Thu ba: xay dung hanh lang phap ly hoan chinh day du, kip thdi va phu hop voi thuc tien hoat dong cua cac NHTM tao dieu kien thuan loi cho cac NHTM tham gia hoat dong kinh doanh - Thu tu: hoat dong the la hoat dong NH ban le bung no giai doan hien nay, can co cac quy dinh phap luat de lam co so xu ly xay cac tranh chap rui ro Ddng thoi phat trien thi truong the, phoi hop vdi cac co quan truyen thong, bao chi de tuyen truyen quang ba sau rong cho den nhieu tang lop dan cu Phdi hop vdi co quan cong an de phong chong toi pham, tang cudng chinh sach bao mat cho cac san pham dich vu ngan hang dien tu, co chinh sach khuyen khich cac ca nhan, cong ty su dung dich vu toan qua the (giam thue, chinh sach uu dai); cd su phdi hop chat che giua cac ngan hang va he thong cac co quan thuoc nganh tai chinh: Kho bac, thue, hai quan - Thu nam: lap he thong cong thong tin tai chinh hien dai, dam bao cho he thong ngan hang hoat dong an toan, hieu qua 3.3.2 Ddi voi Ngan hang Nha nude Vdi vai tro la co quan chuyen trach quan ly nha nudc linh vuc tien te tin dung, de tang cudng hoat dong ban le cua cac NHTM Viet Nam, NHNN edn thuc hien nhung giai phap sau: - Hoan thien co sd phap ly cho cac hoat dong ngan hang va hoat dong ngan hang ban le - Nang cao vai tro cua NHNN viec dieu hanh chinh sach tien te - Tang cudng hoat dong tra, giam sat doi vdi he thong NHTM - Tiep tuc hien dai hoa cong nghe ngan hang, sdm hoan thien trung tam chuyen mach tai chinh quoc gia de lien thong cac mang ludi toan giua cac ngan hang - Hoan thien he thong thong tin bao cao phan anh day du cac mat hoat dong ngan hang ban le Ban hanh quy dinh hudng dan nguyen tac thu va chi se phi ddi vdi cac giao dich the tai ATM va POS 100 KET LUAN CHUONG Tren co' sd chien luoc chung cua PG Bank, cac yeu to ben va ben ngoai anh hudng den phat trien dich vu NHBL, luan van da xac dinh muc tieu phat tridn dich vu NHBL den nam 2020 cua PG Bank; xay dung va lira cho cac chien luoc phu hop qua viec phan tich ma tran SWOT QSPM; dong thdi luan van cung dua nhung giai phap cu the de thuc hien chien luoc da de Tuy nhien de chien liroc cdng khong chi ddi hoi sir nd lire het minh cua toan he thdng PG Bank noi chung va cua khoi dich vu ban le noi rieng ma cd sir ho tro rat nhieu cua chinh phu, cua NHNN va cac ban nganh Do do, luan van cung da de xuat mot sd kien nghi den chinh phu, cung nhir NHNN nham tao mdi trudng hoat dong thuan loi cho ca nganh ngan hang TAI LIEU THAM KHAO • Chandler, Alfred (1962) Strategy and Structure: Chapters in the history of industrial enterprise, Cambrige, Massacchusettes, MIT Press Fred R David (2006), Ban dich khai luan ve quan tri chien luac, Nha xuat ban thong ke, trang 259 Tran Xuan Hieu (2004), Phat trien dich vu ngan hang tai Ngan hang Cong thuang Viet Nam thuc trang va gidi phap, Luan van Thac si kinh te Hoc vien Chinh tri Quoc gia Ho Chi Minh, Ha Noi Hax, A.C and Wilde II, D.L.(2001), The Delta Project: Discovering New Sourses of Profitability in a Networked Economy Palgrave, New York Kaplan, R S & Norton, D P (2001) The Strategy-Focused Organization: How Balanced Scorecard Companies Thrive in The New Business Environment, Boston, MA: Harvard Business School Press Nguyen Danh Luong (2003), Nhung gidi phap nham phat trien hinh thuc toan the a Viet Nam, Luan van Tien sy kinh te, Hoc vien Ngan hang, Ha Noi Ngan hang Ngoai thuong Viet Nam (2003), Chien luc phat trien dich vu ' ngan hang ban le, tai lieu hoi thao, Ho Chi Minh Ngan hang nha nudc, Chien luac phat trien dich vu ngan hang giai doan 2006-2010, so 972/NHNN-CLPT Michael E.Porter (1996), Chien luac canh tranh, NXB khoa hoc ky thuat 10 Nguyen Thuy Nga My (2006), Xay dung chien luac kinh doanh cua chudi suoi thi Co.Opmart den nam 2015, luan van thac sy kinh te, Dai hoc kinh te TP.HCM 11 Nguyen Manh Tien (2002), Gidi phap huy dong va su dung vdn ngoai te cua Ngan hang nong nghiep va phat trien nong thon VN, Luan van Tien Sy kinh te, Dai hoc kinh te quoc dan Ha Noi 12 Tran Quoc Thai (2006), Hoach dinh chien luac kinh doanh cua Ngan hang TMCP Xuat nhap khau Viet Nam den nam 2015, luan van thac sy kinh te, Dai hoc kinh t6 TP.HCM 4b I Websites: 13 http://www.acb.com.vn 14 http://www.cximbank.com.vn 15 http://www.gso.com.vn 16 http://www.invcstorwords.com/4229/reta il_banking.html 17 http://www.pgbank.com.vn 18 http://www.sacombank.com.vn 19 http://www.saga.com.vn 20 http://www.sbv.gov.vn 21 http://www.vnba.org.vn PHU LUC Ma sd: BANG CAU HOI THAM KHAO Y KIEN CHUYEN GIA GIOI THIEU I Nham thu thap them thong tin de xay dung chien luoc phat trien dich vu ngan hang ban le tai Ngan hang TMCP Xang dau Petrolimex den nam 2020 chung toi de nghi anh/chi vui long cho biet y kien danh gia cua minh ve cac thong tin dudi day II NOI DUNG Anh/chi hay cho biet y kien danh gia cua minh ve tam quan cua cac yeu to dudi day anh hudng den su cong cua viec phat trien dich vu ngan hang ban le tai cac Ngan hang Viet Nam hien va muc quan phan ung cua Ngan hang TMCP Xang dau Petrolimex doi vdi cac yeu to Bang 1: Moi trudng ben ngoai STT Cac yeu to ben ngoai Tinh hinh chinh tri on dinh Tiem nang thi trudng rat ldn Dong luc thuc day tu hoi nhap kinh te Cac van ban phap luat linh vuc tai chinh ngan hang cang duoc hoan thien Cong nghe thong tin phat trien nhanh chong Canh tranh cang khoc liet lTnh vuc tai chinh Canh tranh vdi cac dinh che tai chinh khac ve cac san pham thay the Thoi quen su dung tien mat bien Muc bao mat ve cong nghe va nhan thuc cua ngudi dan ve thuong mai dien tu kem TONG CONG Muc Muc quan phan ung Huong dan: (a) De danh gia muc quan cac yeu to doi vdi su cong cua cac Ngan hang Viet Nam, Anh/chi cho diem doi vdi moi yeu to theo thang diem tu 0,0 - 1,0 vao cot “Muc quan trong" cho tong so diem cua tat ca cac yeu to bang Trong 0.0: khong quan trong; 1,0: rat quan (b) De danh gia muc phan ung cua PG Bank doi voi moi yeu to Anh/chi cho diem tu - vao cot “muc phan ung”, 4: phan ung tot; 3: phan ung kha; 2: phan ung trung binh, 1: phan ung it Anh/chi hay danh gia tam quan cua cac yeu to dudi day doi vdi su cong viec phat trien dich vu ngan hang ban le cho mot ngan hang va y kien cua anh chi ve tinh hinh thuc te hien cua PG Bank doi vdi cac yeu to Bang 2: Moi truong noi bo cong ty Muc STT Thuc Cac yeu to ben quan uy tin tren thi trudng dong nghe hien dai san pham dich vu da dang Mang luc quan ly dieu hanh tot Von dieu le thap Vang ludi chi nhanh mong trang Ngudn nhan luc thieu ve ca so luong va chat uong Ngudn lao dong tre, nang dong dieu qua Marketting khong cao 10 dieu qua R&D thap TONG CONG Huong dan: (a) De danh gia muc quan cac yeu to doi vdi su cong cua cac Ngan hang Viet Nam, Anh/chi cho diem doi vdi moi yeu to theo thang diem tu 0,0 - 1,0 vao cot “Mur quan trong” cho tong so diem cua tat ca cac yeu to bang Trong 0,0: khong quan trong; 1,0: rat quan (b) De danh gia thuc trang cua PG Bank ddi vdi moi yeu to, Anh/chi cho diem tir - vao cot "Thuc trang”, 4: rat tot, 3: kha, 2: trung binh, 1: yeu Anh/chi vui ldng cho biet ho ten va chuc vu/cap bac cua anh/chi Ho va ten: Chuc vu/cap bac: Xin chan cam on su hop tac cua Anh/chi