Tăng năng lực cạnh tranh của công ty bảo hiểm nhân thọ vietcombank cardif

TRUING DAI HOC KINH TE QUOC DAN *** LE THI MINH HONG DAI HOC KTQD TT THONG TIN THW VIEN PHONG LUAN AN-TVLIEU DE TAI: TANG NANG LIC CANH TRANH • • CUA CONG TY BAO HIEM NHAN THO VIETCOMBANK CARDIF Chuyen nganh: Quan tri kinh doanh cong nghiep va xay dung co ban LUAN VAN THAC SY QUAN TRI KINH DOANH NGIOI HIONG DAN KHOA HOC: TS TRlTONG DlTC UIC • • TWS; 2W Ha noi, nam 2009 MUC LUC Trang DANH MUC CAC TU VIET TAT DANH MUC BANG, BIEU, HINH TOM TAT LUAN VAN PHAN MO DAU CHUONG 1: NHUNG VAN DE CHUNG VE NANG LUC CANH TRANH CUA DOANH NGHIEP BAO HIEM NHAN THO 1.1 Thuc chat nang luc canh tranh cua doanh nghiep 1.1.1 Khai niem canh tranh vv cac loai hinh canh tranh 1.1.1.1 Khai niem canh tranh 1.1.1.2 Phan loai canh tranh 1.1.2 Khai niem nang luc canh tranh cua doanh nghiep bao hiem nhan tho 1.1.2.1 Khai niem ve nang luc canh tranh cua ooanh ghhiep 1.1.2.2 Khai niem canh tranh troon linh vuc bao hiem hann tho va nhung dac diem canh tranli lmh vuc bao hiem nhan tho 1.1.3 Cac tieu chi co ban de danh gia nang luc canh tranh cua doanh 10 nghiep bao hiem nhan tho 1.1.3.1 Kenh phan phoi 11 1.1.3.2 Cong nghe thong tin 12 1.1.3.3 Nguon nhan luc 14 1.1.3.4 Danh tieng, uy tin vV kha nang hop tac 17 1.1.3.5 San pham vV dich vu ban hang 18 1.1.3.6 Phi bao hiem 20 1.1.3.7 Thi phan 22 1.1.3.8 Quy trinh quan ly 24 1.1.3.9 Nang luc tVi chinh 26 1.1.3.10 Cac tieu chi khac 26 1.2 Kinh nghiem cua Trung Quoc vv bvi hoc cho Viet Nam ve nang cao nang 30 luc canh tranh cua doanh nghiep bao hiem nhan tho 1.2.1 Chien luoc cua Bao hiem nhan tho Trung Quoc qua cac thoi ky cua 30 qua trinh tu hoa thuong mai 1.2.2 BVi hoc cho Viet Nam ve tang cuong nang luc canh tranh cua doanh 34 nghiep bao hiem nhan tho 1.2.2.1 Ve phia Chinh phu 34 1.2.2.2 Ve phia cac doanh nghiep bao hiem nhan tho 35 CHUONG 2: THUC TRANG NANG LtfC CANH TRANH CUA CONG TY BAO HIEM NHAN THO VIETCOMBANK-CARDIF 2.1 Tong quan qua trinh hinh vv phat trien cua Cong ty bao hiem nhan tho Vietcombank-Cardif 2.2 Nang luc canh tranli cua Cong ty bao hiem nhan tho Vietcombrnk-Cardif 36 39 2.2.1 Nang lire c anh tranh cua c ac doanh n ghiep b ao h iem nhan tho 39 giai dhan tien ncy 2.2.2 Ptan OlcC nang luc cant Orant cua Cong Oy ah tiem ntan Oto 43 Vietcombank-Cardif Oren Oti Oruong bah tiem ntan Oto VieO Nam 2.2.2.1 Kent ptan ptoi 43 2.2.2.2 Tint da dang tOa cua san ptam 46 2.2.2.3 Pti bah tiem 51 2.2.2.4 Quy Orint quan ly top dong 53 2.2.2.5 Nang luc cua doi ngu Ou van va dict vc ktact tang 55 2.2.2.6 Tti ptSn 57 2.2.2.7 Nang luc Oai cnnt 58 2.2.2.8 Co so ta Oang va cong ngte Otong Oin 60 2.3 Danh gia khai qqut nnng uc ccnn Iraan cca Cong ty Bao htem Nhan tht 63 Vietchmbank-Cardif 2.3.1 Ntung maO dnO duoc 63 2.3.2 Ntung maO tan cte 65 2.3.3 Nguyen ntan 65 CHVO’NG 3: BIEN PHAP NHAM TANG NANG LtfC CANH TRANH 67 cua cong ty Bao hiem nhan tho vietcoMbanK cardif 3.1 Du bah ve moi Oruong kint dhant cua cac dhant ngtiep bah tiem ntan Oto Orhng ntung nnm Odi 3.2 Dint tudng ptaO Orien cua Cong Oy bah tiem ntan Oto VietcombankCardif Orhng vong nnm Odi 3.2.1 Mcc Oieu ptaO Orien cua Cong Oy bah tiem ntan Oto VietcombankCardif nnm 2009-2010 3.2.2 Van dung mo ninn SWOT de xac dint dint tudng ctien luoc ptaO Orien cua Cong Oy bah tiem ntan Oto VieOchmbank-Cardif 3.2.2.1 PtaO Ote mant 3.2.2.2 Khac ptuc diem yeu 3.2.2.3 Tan dung co toi 3.2.2.4 VuoO qua Otu Otact 3.3 Giai ptap Onng nnng luc cant Orant cua Cong Oy bah tiem ntan Oto Vietchmbcnk-Ccrdif 3.3.1 PtaO Orien mang ludi ban tang 3.3.2 Da dang toa san ptam va ptaO Orien san ptam mdi 3.3.3 Xay dirnn van hta phuc vv khaah htnn 3.3.4 Hnan Otien va ptaO Orien dong bo cong ngte Otong Oin cth Ohan te Otong 3.3.5 Tiep Occ cung co, ptaO suc mant nguon ntan luc 3.3.6 Hhan Otien quy Orint quan ly 3.3.7 Nang cco ky nnng quan ly cac rui rh ptuc Oap 3.3.8 Kien ngti vdi Nta nudc 67 69 69 70 70 70 71 72 75 75 76 78 80 82 83 85 86 KET LUAN 90 DANH MUC TAI LIEU THAM KHAO 91 r _ V x DANH MUC CAC TV VIET TAT Tieng Viet BHNT DN DNBHNT Bao hiem nhan tho Doanh nghiep Doanh nghiep bao hiem nhan tho Tieng Anh ACB ATM HSBC Habubank Incombank OCB Sacombank Seabank SGVF Standard Charter Bank Techcombank VCB VCLI VIB WTO Ngan hang thuong mai co phan A Chau May rut tien tu dong Ngan hang Hong Kong - Thuong Hai Ngan hang thuong mai co phan phat trien nha Ngan hang thuong mai co phan cong thuong Viet Nam Ngan hang thuong mai co phan Phuong Dong Ngan hang thuong mai co phan Sai Gon Ngan hang thuong mai co phan Dong Nam A Cong ty tai chinh Societe General Ngan hang Standard Charter Ngan hang thuong mai co phan ky thuong Viet Nam Ngan hang thuong mai co phan ngoai thuong Viet Nam Cong ty BHNT Vietcombank-Cardif Ngan hang thuong mai co phan quoc te To chuc thuong mai The gidi DANH MUC CAC BANG, BIEU, SO DO, HINH VE Trang '? Bang 1.1 Ti le ngUdi danh gia cac cong ty bao hiem la co uy tin Bang 1.2 Bang 1.3 Doanh thu phi cua thi trubng BHNT Viet Nam nam 2008 So luong hop dong BHNT khai thac moi nam 20062008 Chien lupc cua BHNT Trung Quoc qua cac thbi ky cua qua trinh tu hoa thuong mai 22 23 So hop dong va So tien BH cua toan thi truong BHNT Viet Nam tinh den 31/12/2008 Doanh thu phi cua cac DNBHNT Viet Nam nam 2007 va 2008 Mang ludi phan phoi bancassurance cua mot so DNBHNT tinh den 31/8/2009 Cac san pham BHNT phan phoi qua kenh bancassurance tinh (ten 31/8/2009 Phi bao hiem san pham BH tu ky tai tuc hang nam cua mot sd DNBHNT Bieu p^f s^n pham BH tin dung ca nhan cua VCLI So lupng hop dong va doanh thu phi cua VCLI udc tinh (ten 31/12/2009 Chi phi dau tu phan mem ngan hang core banking 40 Bang 1.4 Bang 2.1 Bang 2.2 Bang 2.3 Bang 2.4 Bang 2.5 Bang 2.6 Bang 2.7 Bang 2.8 Bang 3.1 31 41 44 47 52 52 58 63 69 Hinh 2.1 Cac doi tac se trien khai cac san pham bancassurance cua VCLI nam 2010 San pham bao hiem tin dung ca nhan cua VCLI Hinh 2.2 Quy trinh phat hanh hop dong bao hiem cua VCLI 55 Hinh 2.3 Nang luc tai chinh cua cac DNBHNT tinh den 31/12/2008 59 Hinh 3.1 Quy trinh quan ly hop dong ca nhan cua Cardif Dai Loan 83 Hinh 3.2 Quy trinh quan ly hop dong nhom cua Cardif Dai Loan 84 50 TRUING DAI HOC KINH TE QUOC DAN >** LE THI MINH HONG DE TAI: TANG NANG LVC CANH TRANH • • CUA CONG TY BAO HIEM NHAN THO VIETCOMBANK CARDIF Chuyen nganh: Quan tri kinh doanh cong nghiep va xay dung co ban TOM TAT LUAN VAN THAC SY • Ha noi, nam 2009 • PHAN MO DAU Sir can thiet cua de tai Cuoi nam 2006, Viet Nam chinh thuc gia nhap WTO day la co hoi rat Ion cho so phat trien kinh te xa hoi cua dat nude Cac DNBHNT co co hoi nang cao kha nang tim kiem va tiep can thi trudng, dupe tiep xue voi nhieu loai san pham BHNT voi cac kenh phan phoi da dang va phuong thuc quan ly tien tien Viec mo rong quan he nude ngoai va viec lap rat nhieu cac cong ty bao hiem nhan tho d Viet Nam thdi gian qua la mot nhung nguyen nhan dan tdi su canh tranh cang gay gat tren thi trudng BHNT Viet Nam Cong ty bao hiem nhan tho Vietcombank Cardif (VCLI) la mot cong ty ddi sau 10 cong ty BHNT khac, lai ddi dung vao thdi diem r A A ~ A khung hoang kinh te toan cau, VCLI can phai nd luc phat huy cac nguon luc de nang cao kha nang canh tranh tren thi trudng bao hiem nhan tho Viet Nam r a Xuat phat tu nhung ly tren tac gia chon de tai: "Tang nang luc canh tranh cua Cong ty bao hiem nhan tho Vietcombank-Cardif” voi hy vong giup Cong ty nang cao nang luc canh tranh tren thi trudng Viet Nam Muc tieu nghien cuu r r Nghien cuu se tien hanh danh gia cac tieu chi tac dong den nang luc canh tranh linh vuc BHNT noi chung va nang luc canh tranh cua VCLI noi A rieng nham tim bien phap tang kha nang canh tranh cua VCLI Doi tuong va pham vi nghien ciru Ddi tupng nghien cuu: Nang luc canh tranh cua VCLI Pham vi nghien cuu: A - Ve mat khong gian, luan van tap trung nghien cuu nang luc canh tranh cua VCLI dieu kien hoi nhap WTO x - •> r Ve mat thd'i gian, so lieu dung de phan tich nang lire canh tranh cua VCLI so voi cac DNBHNT khac tren thi truong dupe lay tu nam 2006 den 2009 Phuong phap nghien cuu r r \ r Ket hop phuong phap dieu tra true tiep (thong tin so cap) va phuong phap thu thap so lieu thong qua cac phuong tien thong tin nhu tap chi, cac bao 6*9 ' ' cao cua Bo Tai chinh, cua Hiep hoi bao hiem, internet (thong tin thu cap) ve tinh hinh ban hang, doanh thu phi bao hiem, so lupng hop dong, cac loai san r r 99 pham bao hiem, cac kenh phan phoi, cua mot so DNBH nganh, so sanh voi nang luc hien co cung nhu tinh hinh thuc te VCLI nham dua bien phap tang nang luc canh tranh cua VCLI X < A Y nghTa khoa hoc va thuc tien cua de tai r - \ x Lam sang to nhung van de ly luan ve nang luc canh tranh cua DN va r x su can thiet phai nang cao nang luc canh tranh cua VCLI - Phan tich thuc trang canh tranh va nang cao nang luc canh tranh cua r VCLI, tu rut nhung uu diem va han che cung nhu cac nguyen nhan cua nhung han che doi voi nang luc canh tranh cua VCLI - Nghien cuu dinh huong phat trien kinh doanh BHNT cua cac DNBHNT Viet nam den nam 2015 dong thoi dua mot so bien phap nham tang nang luc canh tranh cua VCLI Ket cau cua luan van r \ \ Chuong 1: Nhung van de chung ve nang lire canh tranh cua doanh nghiep bao hiem nhan tho Chuong 2: Thuc trang nang luc canh tranh cua Cong ty bao hiem nhan tho Vietcombank Cardif CHLTQNG 3: Bien phap nham tang nang lire canh tranh cua Cong ty bao hiem nhan tho Vietcombank Cardif CHtfONG 1: NHUNG VAN DE CHUNG VE NANG ITC CANH TRANH CUA DOANH NGHIEP BAO HIEM NHAN THO • • A a X 1.1 Thur chat nang luc canh tranh cua doanh nghiep bao hiem nhan tho 1.1.1 Khai niem canh tranh va cac loai hinh canh tranh Khai niem canh tranh 1.1.1.1 Canh tranh la sir tranh dua giua nhung ca nhan, tap the, don vi kinh te co choc nang nhu thong qua cac hanh dong, no luc va cac bien phap de gianh phan thang cuoc dua, de thoa man cac muc tieu cua minh Phan loai canh tranh 1.1.1.2 A A Co nhieu hinh thuc dupe dung de phan loai canh tranh bao gom: - Can cu chu the tham gia - Can cu vao pham vi nganh kinh te - Can cu vao tinh chat cua canh tranh tren thi trubng thi canh tranh gom co canh tranh hoan hao va canh tranh khong hoan hao 1.1.2 Khai niem nang luc canh tranh cua doanh nghiep bao hiem nhan tho 1.1.2.1 Khai niem ve nang luc canh tranh ciia doanh nghiep Nang luc canh tranh cua doanh nghiep la kha nang tri va mb rong thi A phan, thu lpi nhuan cua DN moi trubng canh tranh va ngoai nubc Nang luc canh tranh cua DN the hien qua hieu qua kinh doanh cua DN, lpi A nhuan va thi phan ma DN co duoc 1.1.2.2 Nhung dac diem canh tranh ITnh vuc bao hiem nhan tho Thu nhat, linh vuc kinh doanh cua BHNT co lien quan den moi doi tupng khach hang b khap moi noi; Thu hai, linh vuc kinh doanh cua BHNT la dich vu, dac biet la dich vu vo hinh, co lien quan den tinh mang va sure khbe ngubi; -iv- Thir ba, hop dong bao hiem nhan tho thubng co ky han dai, so lupng thong tin, dir lieu cua khach hang la cue ky Ion; Thu- tu, de thuc hien kinh doanh an toan va hieu qua, DNBHNT sau thu phi bao hiem phai co ke hoach dau tu an toan hop ly; Thu- nam, vi linh vuc kinh doanh cua DNBHNT la bao hiem sue khoe va tinh mang cua ngubi, nen se chiu su kiem soat chat che cua Nha nude 1.1.3 Cac tieu chi co’ ban de ddnh gia nang lu c canh tranh cua DNBHNT 1.1.3.1 Da dang hoa kenh phan phoi va ddi tac phan phoi san pham Sir thay ddi cong nghe kinh doanh, va bao hiem vbi nhung kenh < r r phan phoi nhu thu tu true tiep, chao hang va tiep thi qua dien thoai, internet, qua cac nha hoach dinh tai chinh, qua cac ngan hang Trong so nhung kenh ke tren, thi kenh phan phoi bao hiem qua ngan hang (bancassurance) dang dupe cac DNBHNT quan tarn va chu phat trien 1.1.3.2 Cong nghe thdng tin r Cong nghe thong tin la xuong song hoat dong cua mot DNBHNT r r Viec ap dung cong nghe la mot nhung yeu to tao nen sue manh canh tranh cua cac doanh nghiep BHNT Cong nghe se gop phan tao nen nhung chuyen bien mang tinh doc dao va tien ich hon 1.1.3.3 Da dang hoa san pham va dich vu Cac DNBHNT phat huy kha nang canh tranh cua minh khong chi bang nhung san pham co ban ma the hien o tinh doc dao, su da dang cua san pham dich vu cua minh Mot DNBHNT ma co the tao sir khac biet rieng cho tirng loai san pham cua minh tren co so nhung san pham truyen thong se lam cho danh muc san pham cua minh trd nen da dang hon, dieu se dap ung dupe hau het cac nhu cau cau khac cua khach hang khac nhau, tir de dang chiem linh thi phan va lam tang sue manh canh tranh cua DN -77- r Thu- nhat, lap phong nghien cuu thi trudng va phat trien san pham ben canh phong Marketing nham nghien cun nhu cau va thi hieu va xu hudng r r cua khach hang tren co sb nhung lpi the von co cua VCLI de dua nhung ddng san pham mbi dap ung dupe nhu cau cua khach hang; Thu- hai, da dang hoa cac dong san pham mbi tren nen tang cua san pham r > \ ■> r truyen thong de thich ung vbi nhieu ddi tupng khach hang khac nhau; phan khuc thi trudng de cung ung nhung san pham phu hpp vbi nhu cau cua khach hang va lpi the cua VCLI Vi du dong san pham bao ve thuan khong co tich luy: Day la dong r y san pham dap ung dung muc nhat nhu cau dupe bao ve cua khach hang Khi thi trubng dau tu tu nubc da thong thoang, hap dan hon va ngubi dan A A co nhieu lira chon dau tu hon ngoai bao hiem thi dong san pham se dem lai hieu qua khai thac cao va se chiem uu the Dong san pham cung cap tinh toan rui ro va quy trinh quan ly se don gian Dong san pham co the r r r \ dupe thiet ke gan lien vbi hoat dong cua ngan hang (vi du nhu san pham bao ve cho chu tai khoan tai ngan hang) hoac ban rong rai cho tat ca khach hang cua ngan hang, cho nhan vien cua cac to chuc la khach hang cua ngan hang hoac thong qua cac dai ly bao hiem va tu van tai chinh Thu- ba, phat trien nhung san pham mbi dua tren nhung lpi the co san cua VCLI hay tren co sb co san cua cac TCTD khac dang ap dung, nhu san pham A A bao hiem tin dung cho nhieu ngubi vay tren cung mot hpp dong tin dung, bao hiem tai khoan tiet kiem, bao hiem the tin dung, bao hiem the ATM, -78- tu'O'ng lai, can tap trung vao cac phat trien cac san pham co nhieu tiem nang Z nhu bao hiem y te, giao duc va huu tri Thu tu, nang cao chat luong bo phan marketing, xay dung mot chien 9 r luoc marketing phu hop voi tung san pham de giup khach hang hieu va tiep Z can dong san pham moi mot cach hieu qua Dac biet la nang cao kha nang tiep thi long moi can bo VCLI, chu khong chi bo phan marketing Thu nam, hoan thien tot nhat co so tang, cong nghe thong tin dam bao su phat trien duoc cac dong san pham mang tinh cong nghe cao Dam bao su dong bo ve mat cong nghe giua cac chi nhanh va phong giao dich, tranh tinh Z Z X trang tat duong truyen, gay tam ly khong tot cho khach hang, cung nhu lam nen tang cho su phat trien nhung dong san pham moi 3.3.3 Xay dung van hoa phuc vu khach hang r \ Can xay dung van hoa phuc vu khach hang khong chi o tat ca cac nhan vien cong ty ma o doi ngu ban hang va dich vu khach hang o cac ngan hang doi tac Ngay nay, chat luong dich vu duoc coi la mot tieu thuc quan nham thu hut khach hang den voi DNBH cung nhu ngan hang Nham nang cao chat luong dich vu, gop phan gia tang nang luc canh tranh VCLI can phai: Thu nhat, xay dung duoc mot doi ngu can bo nhan vien co trinh nghiep vu chuyen mon cao; co tinh than trach nhiem tot; co pham chat dao duc tot; tac phong cong viec nghiem chinh, tinh tinh trung thuc, luon xem r z r khach hang la “thuong de” Nhan vien phai hieu va nhan biet duoc su song cua DN chinh la khach hang biet thong cam va co nhung quan tam chia se doi voi nhung khach hang thuong xuyen, cung nhu nhung khach hang moi y Z Z Dieu se giup khach hang cam thay than thien den giao dich va giup ho tro khach hang truyen thong va gan bo lau dai voi doanh nghiep -79- Thu hai, tiep tuc hoan thien cong nghe, chat lupng chuyen mon cua nhan vien dam bao tinh chinh xac, kip thoi, bao mat va an toan cho tai san cua khach hang den giao dich Thu- ba, can dau tu manh vao cong tac dao tao, ca ve san pham, ky nang r giao tiep va xu ly phan ung cua khach hang; trang bi cho nhan vien nhung ky nang de lam viec vdi khach hang, dam bao moi nhan vien phuc vu khach hang r ~ r r \ r r co kha nang hudng dan, tra ldi va giai quyet nhung van de thac mac, khieu nai cua khach hang mot each nhanh nhat, dam bao quyen lpi cua khach hang tren su hai hoa lpi ich cua khach hang, Ngan hang va cua VCLI Tranh tinh trang gay bat man, thd o hay lang tranh tra ldi nhung kieu nai cua khach hang, moi nhan vien ngan hang khong dupe tranh cai vdi khach hang du bat ky trudng hop nao, ma phai hudng dan, giai thich cho khach hang biet nhung gi khach hang chua hieu hay hieu nham lan dam bao giu dupe hoa giua khach hang va ngan hang va doanh nghiep ' Thu tu, tiep tuc hoan thien bieu phi dam bao tinh canh tranh cao, cd o z ' X r chinh sach khuyen mai, tang qua den nhung khach hang truyen thdng, khach X hang tiem nang r r \ x Thu nam, can nang cap he thdng va chuong trinh dao tao cua minh nham cung cap tot hon cac dich vu cham soc khach hang Nhan vien ban hang cd / \ r r the ho tro rat tot khach hang, nhung nhu the van chua du Cac cong ty can phai dat minh vao vi tri cua khach hang de danh gia phuong thuc phuc vu khach hang cua minh nham xac dinh nhung khau can cai thien hon nua Muc r tieu khong phai chi la phuc vu tot khach hang ma la cang nang cao hieu qua cong viec ' X Tat ca cac nhan vien cung nhu dpi ngu ban hang can tuan thu va thuc r r hien tot cac cam ket vdi khach hang, vdi phuong cham: -80- - Cung cap san pham dan gian, de hieu, phu hap vai nhu cau duac bao ve va kha nang tai chinh cua khach hang; - Tu van can ke, ddy du, de hieu cac dac tinh cua san pham va cac dieu khoan bao hiem de khach hang co the chon goi san pham phu hop nhat - Dam bao su tien lai toi da cho viec dong phi, theo doi hap dong va khieu nai yeu cau giai quyet boi thudng cua khach hang; - Giai quyet nhanh chong, chinh xac khieu nai va yeu cau giai quyet boi thudng cua khach hang; - Ket hop vai ngan hang thuc hien cac chuang trinh cham soc khach hang nhu chuang trinh qua tang, chuang trinh tich luy diem thudng, A «x x r F ' 3.3.4 Hoan thoen vaphat trien ffingbocongnghe thong tin cho toanhe thong Doanh nghiep co trd mot tap doan tai chinh hang dau, hay la mot doanh nghiep bancassurance chuyen nghiep hay khong? Chat luang dich vu co duac xem la hoan hao hay khong? Dieu co su gop mat khong nho cua yeu to cong nghe cong tin Hau het cac san pham mai ma cac DNBHNT dang x r r huang den deu bi chi phoi bdi cong nghe thong tin nhu: san pham bao hiem lien ket dau tu, san pham bao hiem the, bao hiem qua mang, vi the de co the phat trien san pham mai, chuyen dich ty thu ngoai dich vu, nang cao chat luang dich vu VCLI can phai tiep tuc trien khai mot so van de sau: - Tiep tuc hoan thien dong bo he thong B2B & PMS den tat ca cac chi nhanh va phong giao dich cua cac ngan hang doi tac, de co the trien khai hoan r r \ r hao he thong cung cap va phuc vu khach hang tai mot dau moi chi nhanh/phong giao dich - Tiep tuc hoan thien va nang cao vai tro quan tri mang, quan tri he thong vi mot cac san pham mang tinh cong nghe cao duac ddi thi toi pham tren mang se xuat hien cang nhieu, chung co the gay ton hai cho bat ky he thong va du lieu hop dong hoac khach hang nao Nhung ton hai se lam -81- r r anh hudng khong nhd den uy tin, chat luong cung nhu hoat dong kinh doanh cua doanh nghiep X A Cho tdi nay, chua co mot cong ty bao hiem nudc nao cd phan mem bao hiem chuyen biet mac du cac cong ty deu nhan thay tam quan cua yeu to Cac cong ty nudc can giai quyet van de lap tuc ' AZ Can phai cd mot chien luoc cong nghe thong tin ro rang nham thich ung vdi nhung thay doi tuong lai Trong mdi trudng kinh doanh nay, cong r r nghe thong tin la xuong song cua moi hoat dong san xuat, kinh doanh Cong nghe thong tin ho trp giam chi phi lao dong, lam cho hoat dong hieu qua hon va gop phan nang cao chat lupng dich vu khach hang Viec dau tu hang trieu dola vao mot he thong cong nghe thong tin thuc su la mot thu thach doi vdi cac cong ty A /X/ A nho, nhung cac cong ty can nd luc hon nua nham tim hudng di thich hpp cho minh Tang cudng trang bi va ung dung cong nghe thong tin quan ly hpp dong bao hiem, quan ly khach hang, quan ly rui ro, quan tri doanh nghiep, r r a r giam dinh giai quyet boi thudng va nhat la tien tdi thuong mai dien tu ban hang qua mang Kinh nghiem cua Cardif d Han Quoc: khach hang cd nhu cau ve bao 9 9 Z hiem cd the lira chon san pham bao hiem cua DNBH tren mang va chap nhan se dupe cap don bao hiem, giay chung nhan bao hiem lap tuc Tu do, viec quan ly don bao hiem, giay chung nhan bao hiem, hpp dong bao hiem, khach hang tham gia bao hiem, doi tupng dupe bao hiem, rui ro dupe tien nhanh chong A / Hon nua, viec dau tu xay dung he thong quan ly quan he khach hang (CRM) la doi hoi ldn hoat dong bao hiem De cd the canh tranh vdi cac DNBHNT khac tren thi trudng, VCLI can phai "nhanh chan" xay dung mot lo trinh dau tu cong nghe hpp ly -82- ' \ ' ' Ngoai ra, can phai dau tu CNTT theo huong dong bo hoa dong thoi dao tao ky nang quan ly va sir dung de khai thac het sue manh cua CNTT r x phuc vu cong viec, xuat phat tir lung tung viec ung dung, nhu phan mem quan ly kinh doanh bao hiem khong tuong tac voi phan mem ke toan, phan mem quan ly hanh chinh; nhieu can bo kinh doanh bao hiem chua khai thac sue manh CNTT de phuc vu cong viec cua minh, dan toi viec nhap du lieu khong day du, gay kho khan cho cong tac quan ly khach hang va giai quyet boi thuong r r 3.3.5 Tiep tuc cung cd, phat huy sue manh nguon nhan luc Tir bay lau nay, van de nhan sir luon duoc cac doanh nghiep dat len hang < A / dau, no cd vai tro quan quyet dinh den sir phat trien hay diet vong cua mot doanh nghiep noi chung Khi ma thi trudng tai chinh Viet Nam da va y r x x dang phat trien kha manh nhung nam gan day thi van de nguon nhan lire r y cang dupe de cao hon bao gio het Thdng thuong cac nha quan ly, dac biet cac nha lanh dao, khong can den cac ky nang ky thuat chuyen nganh cu the Tuy nhien, ho cung phai hieu nganh cua minh, cac yeu to anh huong, xu hudng phat trien, lpi the canh tranh nganh Do do, cong ly can tap trung vao nhung ke hoach dao tao dai han Cong ty cung the xem xet viec tuyen dung cac chuyen gia nude ngoai hoac cac chuyen gia linh vuc ngan hang hoac bao hiem vao cac vi tri quan ly, dac biet la vi tri ddi ngoai hoac quan ly dpi ngu ban hang, ngudi se r r lam viec true tiep vdi cac doi tac ngan hang Cu can bo tham gia hoc tap, khao sat d nude ngoai nham trang bi kien thuc tien tien va tang tiep xue vdi thi trudng quoc te cho dpi ngu chuyen vien Cac quy che khen thudng, uu dai noi bo cung tao them dong luc phan r r dau va gan bo cua luc lupng chuyen vien gioi vdi doanh nghiep trudc tinh trang cau ve nhan su cua thi trudng bao hiem tang cao" Ben canh do, phai -83- r t tiep tuc xay dung bo may to chuc hoat dong kinh doanh theo hudng that gon nhe, tinh chuyen nghiep cao Tiep tuc dao tao nang cao trinh can bo kinh doanh va doi ngu ban hang cac kien thuc ve bao hiem nhan tho Nang cao trinh quan ly rui ro, tham dinh, tinh phi bao hiem, quan tri doanh nghiep 3.3.6 Hoan thien quy trinh quan ly ' Chuan hoa moi quy trinh cong viec, tao dieu kien thuan lpi cho khach hang co thac mac, toan phi bao hiem, yeu cau thong tin, A A r yeu cau boi thudng Khong chi phai da dang hoa san pham, nang cao chat lupng dich vu, ma phai chu den viec cham soc khach hang, giai r a r quyet nhanh chong, hpp ly cong tac boi thudng ton that cac trudng hpp xay rui ro dupe bao hiem Mot dieu rat quan ddi vdi kenh phan phoi qua ngan hang la Quy trinh nghiep vu phai rat don gian va thuan tien: A A A Vi du ve quy trinh quan ly hpp ddng ca nhan va hpp ddng nhom cua Cardif Dai Loan: Hpp ddng bao hiem dupe ky ket giua cong ty bao hiem va ngudi vay np Ngan hang hay to chuc tin dung, vdi vai trd la nha phan phoi, se thuyet phuc khach hang cd khoan vay tai ngan hang tham gia bao hiem Hinh 3.1 Quy trinh quan ly hop ddng ca nhan cua Cardif Dai Loan Cong ty bao hiem / « - ► i Hop dong bao hiem N M - *■ Nguai vay / Ngudi duac bao hiem -84- A Z Hop dong bao hiem duoc ky ket giua cong ty bao hiem va mot ngan A hang (hoac mot cong ty tai chinh) Ngan hang se de nghi khach hang vay cua A A minh tham gia vao hpp dong bao hiem Se khong co hpp dong bao hiem true tiep giua cong ty bao hiem va khach hang vay cua ngan hang Hinh 3.2 Quy trinh quan ly hop dong nhom cua Cardif Dai Loan Trong ca hai loai hinh bao hiem neu tren, ngan hang (hoac cong ty tai chinh) dam nhan cac cong tac quan ly can thiet khau phat hanh hpp A dong va thu phi bao hiem Xay dung quy trinh trien khai san pham bao hiem ro rang va day du: Phong kinh doanh, phong marketing, phong actuary va Phong Nghiep vu se cung lam viec voi ngan hang doi tac de trien khai viec thiet ke san pham moi Cac phong ban se gui sang ngan hang ban cau hoi ve dac diem nhom doi tupng khach hang se dupe bao hiem cua ngan hang Ban cau hoi cho phep dinh phi va tinh toan kha nang sinh loi cua san pham Sau cong ty bao hiem se gui cho ngan hang doi tac ban mo ta san pham du kien trien khai va -85- phuong thuc phan phoi cua san pham Sau san pham da duoc hoan thanh, bo ho so ve san pham se duoc trinh len Bo Tai Chinh de xin cap phep trien khai san pham 3.3.7 Nang cao ky nang quan ly cac rui ro phuc tap r r r \ Doi vdi doanh nghiep bao hiem nhan tho, van de quan nhat la quan \ A A ly dong tien, nen can phai cd cac chuyen gia ve tinh phi va phat trien doi ngu chuyen gia Hien cac DNBHNT chu yeu dua vao cac cong ty tai bao hiem nude ngoai de thuc hien tai bao hiem cho cac rui ro ldn (hau het chi giu lai so tien bao hiem tu 800 trieu trd xuong) Hien nay, hau het cac DNBHNT sau ban dupe hpp dong ldn cho khach hang, cac DN tai lai cho cac cong ty tai bao hiem d nude ngoai va phan ldn doanh thu phi bao hiem deu dupe tai nude ngoai Cac DNBHNT nude chi luu lai mot phan phi nho y Do do, cac DNBHNT noi chung va VCLI noi rieng can lap tuc hoc hoi cac ky nang (thdng qua dao tao, tuyen dung cac chuyen gia nude ngoai), thu thap so lieu thdng ke nham nang cao ky nang quan ly cac rui ro phuc tap, \ dan dan nang cao muc giu lai cung nhu giam ty le tai bao hiem Xay dung he r r r r thong thu thap, luu tru, xu ly sd lieu thdng ke: Mac du hoat dong thdng ke chi co the dupe tien hanh neu cd su phoi hpp d moi cap, tir Chinh phu, xuong ' y \ r nganh, xuong cac cong ty, va can cd mot to chuc dung dieu phoi hoat dong thu thap sd lieu d moi cap, cac DNBHNT can tich cue hoat dong bdi day la van de thiet yeu ddi vdi moi DN Ben canh viec phat huy noi luc, cac cong ty bao hiem rat can hpp tac vdi nhieu mat Thdng qua Hiep hoi bao hiem, cac vien co the cd nhung tac dong tich cue nham md rong, dinh hudng cho thi trudng, tri su canh tranh lanh manh, chong true lpi bao hiem tao dieu kien phat trien cd lpi cho toan nganh Khong chi tang cudng hpp tac nude, cac cong ty -86- r o ■> r a bao hiem Viet Nam cung phai day manh hop tac quoc te Can nhanh chong r r i tao lap, cung co moi quan he vdi cac cong ty bao hiem, tai bao hiem co kinh nghiem, uy tin khu vuc va quoc te nham hop tac cac linh vuc dao tao chuyen mon, nghiep vu cho nguon nhan luc, tro giup ve ky thuat, cong nghe, trao doi thong tin r 3.3.8 Kien nghi voiNlui nuv'c Dieu chinh nhung quy dinh chua hop ly va chua ro rang: A - Vdi tran chi phi quang cao 10% tren tong chi phi, cac cong ty duoc r r r quan ly tot se bi kem loi the hon gidi han chi phi quang cao cua ho se thap hon cac doi thu canh tranh khac - Cac quy dinh ve cham dut hop dong va hop dong vo hieu can duoc soat lai nham dam bao viec ap dung cac quy dinh duoc ro rang va chinh xac Hau qua phap ly cua viec don phuong cham dut hop dong va hop dong vo r r t hieu hoan toan khac nhau, do viec cung cap sai thong tin de giao ket hop A -X/ Z /• A dong bao hiem khong the dan den hoac don phuong cham dut hop dong hoac hop dong vo hieu Bo sung cac quy dinh thieu: - Yeu cau trinh do, kinh nghiem cua lanh dao cong ty bao hiem can duoc quy dinh ro rang Can phai co quy dinh cu the nhung vi tri nao can dap - ' , , ' A ung toi thieu nhung yeu cau gi ve trinh do, kinh nghiem Mac du viec chuan hoa cac dieu khoan va dieu kien cua hop dong bao hiem co the gay han che canh tranh tren thi trudng, nhung viec chuan hoa cac quan Cac cong ty bao hiem can phai su dung cung mot thuat ngu bao hiem (co the Hiep hoi bao hiem Viet Nam xay dung) nham tao dieu kien thuan loi cho ngudi mua bao hiem doc, hieu va so sanh duoc cac hop dong -87- bao hiem cua cac cong ty bao hiem khac va tranh viec hieu sai, hieu lam tuong lai Can ban hanh cac van ban hudng dan lien quan tdi cac hoat dong cho - vay, dau tu vao bat dong san, co phieu cua cac cong ty bao hiem, dac biet cac cong ty co von nudc ngoai nham tao thuan lpi cho hoat dong dau tu von nhan roi cua cac cong ty bao hiem, va nhd mot mat, tang lupng von dau tu trd lai nen kinh te, mat khac tang lpi nhuan cua cac cong ty bao hiem va ngudi mua bao hiem Ben canh do, cac quy dinh lien quan tdi quan tri cong ty, minh bach - r a r tai chinh can phu hpp vdi chuan quoc te va viec tuan thu cac quy dinh phap luat can dupe giam sat chat che bdi cac co quan quan ly nha nudc, tao long tin cho cac cong ty bao hiem dau tu vao cac cong ty cua Viet Nam Can phai ban hanh nhung quy dinh phap ly chat che hon lien quan tdi cac hoat dong tai bao hiem cua cac cong ty bao hiem Tang cudng nang luc lam luat, kiem tra, giam sat cua cac can bo quan ly nha nude - Thuc te cho thay su phat trien cua thi trudng, su gia tang canh tranh giua cac cong ty bao hiem, viec dua vao cac san pham mdi, cac thuat ngu mdi, cac phuong thuc kinh doanh mdi, mot mat se dong gop vao su phat trien \ r cua nen kinh te, cua nganh va cua ngudi tieu dung, nhung mat khac cung lam sinh cac bieu hien canh tranh khong lanh manh tren thi trudng, su mau thuan giua cac cong ty bao hiem va ngudi mua bao hiem a Do do, de cd the dieu tiet thi trudng mot each hieu qua va bao ve r quyen lpi cua cac khach hang thieu kinh nghiem, song song vdi viec to chuc cac khoa dao tao hay gui can bo di dao tao d nudc, nudc ngoai, cac co quan quan ly can phai tang cudng trao doi kinh nghiem vdi cac co quan quan -88- r i ly nha nude d cac nude khac, tang cudng doi thoai vdi hiep hoi bao hiem va vdi cac doanh nghiep bao hiem - Cho den nay, cong viec dang dupe thuc hien tuong doi tot va can r tiep tuc tri Viec tuyen dung cac nhan vien trudc day tung lam viec d cac cong ty bao hiem nude ngoai vao lam viec cac co quan quan ly nha / X X nude cung nen duoc khuyen khich Ben canh do, viec dau tu co sd tang, ung dung cong nghe thdng tin vao quan ly can duoc chu trong, nham dam bao viec cap nhat va xu ly kip thoi cac dien bien tren thi trudng Xay dung he thdng thu thap, luu trfr, xu ly, chia se sd lieu thdng ke bao hiem va co’che cung cap thdng tin cho cac doanh nghiep bao hiem - Bo Tai Chinh cd the giao cho Hiep hoi Bao hiem khdi xuong du an Can xac dinh ro cac loai thdng tin, so lieu can dupe thu thap, luu tru, r muc xu ly va chia se thdng tin giua cac nhom doi tuong khac tren thi r r trudng Trach nhiem thu thap, luu tru va cung cap thdng tin, so lieu cua cac doanh nghiep bao hiem cd the dupe quy dinh cac van ban phap quy lien quan Can cd co che ro rang ve viec cac co quan quan ly nha nude cung cap thdng tin cho cac doanh nghiep bao hiem x - r Can can nhac viec tach bach giua quan ly nha nude va dich vu cong Cd rat nhieu thdng tin ma chi cac co quan quan ly nha nude moi cd the thu thap va cac doanh nghiep bao hiem cung san sang chi tra de co dupe cac thdng tin phuc vu cho hoat dong cua minh Do viec tach quan ly nha nude khdi dich vu cong vua dam bao cac co quan quan ly nha nude cd ngan sach de thu thap thdng tin, vua tao co che de cac co quan quan ly nha nude cung cap thdng tin va doanh nghiep bao hiem dupe tiep can thdng tin mot each chinh thdng Tiep tuc hoan thien thi trudng tai chinh, dac biet la thi trudng chung khoan nham tao dieu kien thuan loi cho sp phat trien cua nganh BH -89- Hien da so cac cong ty bao hiem tap trung vao trai phieu Chinh - r a r phu, tien gui ngan hang Mot so nghien cuu cho thay, tuong lai, tai Viet a r Nam, ngan hang se khong du sue dap ung nhu cau von cua doanh nghiep, r r a a va thi trudng von can phai diroc cai thien nham dam bao du von cho su phat a r trien cua nen kinh te - Do do, bdi canh phat Vien nay, su cai thien cua thi trudng chung khoan, viec cai thien cac quy dinh phap ly, no lire cua cac cong ty bao hiem can phai dupe tien hanh ddng thdi nham dan von tu cac cong ty bao hiem tdi cac nha dau tu thdng qua thi trudng chung khoan, va mat khac, bien thi trudng chung khoan noi cung cap cac co hoi dau tu tot cho cac cong ty bao hiem Dao tao nhan su- chat luong cao phuc vu nganh bao hiem - Nguon nhan luc hien moi chi dap ung dupe nhu cau cua thi I*/ trudng Do do, viec dao tao nhan sir cho nganh bao hiem van phai dupe cai each co ban tu cac trudng dai hoc - Chinh Phu (thdng qua Bo Giao due va Dao tao, Bo Tai chinh) can chi Z dao cac to chuc dao tao chu dong tim kiem cac co hoi hpp tac vdi cac doanh nghiep bao hiem de sinh vien co nhieu co hoi thuc hanh hon, noi dung A / e giang day phu hpp hon vdi nhu cau cua nganh Viec lien ket dao tao vdi cac to chuc dao tao bao hiem, hiep hoi bao hiem cua nude ngoai cung can dupe khuyen khich hon - Co co che cung cap thdng tin cho cac doanh nghiep BHNT day du va chinh xac, giam cac hien tuong true lpi bao hiem, tang chinh xac r a danh gia rui ro va giai quyet quyen lpi bao hiem, -90- KET LUAN r r r r Nang cao nang lire canh tranh boi canh hoi nhap kinh te quoc te la r r r r dudng tat yeu va bat buoc doi vdi cac DN Viet Nam tren budc dubng r o r phat trien Chung ta dang tham gia vao cac to chuc, hiep hoi kinh te tren the gidi nhu ASEAN, ASEM, APEC, Hiep dinh thuong mai Viet My va nhat la WTO Hoi nhap se md cho chung ta khong it nhung co hoi nhung cung day cam go va thach thuc Nganh BHNT noi chung va VCLI noi rieng cung r khong thoat khdi xu the Vdi md hinh DN nhd, mdi lap nen nhin chung nhung yeu to mang tinh nen tang cua canh tranh van nhieu han z che, kho cd the canh tranh chiem linh thi trudng cua cac DNBH gao coi tren < thi trudng Trong nhung nam tdi, nang cao nang luc canh tranh dupe xem la tat yeu la str song cua mdi to chuc, de cd the dung vung tren thi trudng VCLI r r r r Du da rat cd gang de hoan thien tot nghien cuu cua minh, tac gia da dua mot sd giai phap mang tinh khai quat de hoan thien va nang cao hon nua nang luc canh tranh cua VCLI tren co sd nhung diem manh, diem yeu, nhung r \ thdi co va thach thuc mdi tuong quan ve “sue” giua cac DNBHNT r nudc, cung vdi nhung xu the mdi cua viec phat trien thi trudng BHNT ma cac DNBHNT se va phai hudng den de tao dung vi the tren thi trudng \ r r r r Nhung, de tai chac chan khong the tranh khdi nhung thieu sot Rat mong su gop y cua cac Thay, Cd giao va cac ban doc de giup de tai dupe tot hon -91- DANH MUC TAI LIEU THAM KHAO Minh An (2005), “Chien lupc phat trien cua cac DNBH Trung Quoc” Bo Tai chinh, Thi trudng bao hiem Viet Nam 2005 Bao cao thuong nien cac nam 2006, 2007, 2008 cua mot so cac DNBHNT Cac trang web cua cac DNBHNT va cac trang web chuyen nganh bao hiem gom: http://www.prudential.com.vn; o http://www.baoviet.com.vn; http://www.eib.com.vn; o http://www.webbaohiem.com.vn; http://www.hiephoibaohiem.com.vn; o http://www.mof.com.vn ; o http://www.vneconomy.com.vn o http://www.sgtt.com.vn o http://www.gso.gov.vn X CIRC and OECD, Thi trudng bao hiem va Nen kinh te moi, Hoi nghi cac chuyen gia lan ve cac quy dinh va giam sat bao hiem, Tianjin 910 thang nam 2001 CIRC and OECD, Ts Gerry Dickinson, Tong quan thi trudng bao hiem Trung Quoc va nhimg thach thuc, Hoi nghi cac chuyen gia lan ve cac quy dinh va giam sat bao hiem, Tianjin 9-10 thang nam 2001 Hiep hoi bao hiem Viet Nam, Ban tin hang nam 2001, 2002, 2003, 2004 Micheal E.Porter, Chien lupc canh tranh (1996), NXB Khoa hoc va Ky Thuat, Ha Noi “Nghien cuu kha nang canh tranh va tac dong cua tu hoa thuong mai dich vu tai chinh tai Viet Nam: Nganh bao hiem” - Ha Noi, thang 05 nam 2006 INVESTCONSULT GROUP 10.Swiss Re, Sigma No.4/2000, Cac thi trudng mdi noi: Nganh bao hiem trudc toan cau hoa 11 Tap chi bao hiem cac so nam 2006, 2007, 2008 12 Tong cong ty co phan tai bao hiem Viet Nam, Thdng tin thi trudng bao hiem — tai bao hiem Viet Nam 13 Trung tarn nghien cuu rui ro va bao hiem (Truong dai hoc Nottingham), Phan tich suphat trien cua bao hiem d An Do, 2005 14 Van kien Dai hoi Dang lan thu X (2006)