(Luận văn) low job satisfaction at bidv x branch

t to UNIVERSITY OF ECONOMICS HO CHI MINH CITY ng hi International School of Business ep w n lo ad ju y th yi pl HO YEN LY ua al n Student ID: 22160029 n va ll fu oi m at nh LOW JOB SATISFACTION z z AT BIDV X BRANCH k jm ht vb om l.c gm n a Lu MASTER OF BUSINESS ADMINISTRATION n va y te re th Ho Chi Minh City – Year 2018 t to ng hi ep UNIVERSITY OF ECONOMICS HO CHI MINH CITY International School of Business w n lo ad ju y th yi pl n ua al HO YEN LY va n Student ID: 22160029 ll fu oi m at nh z LOW JOB SATISFACTION z ht vb k jm AT BIDV X BRANCH om l.c gm n va y te re SUPERVISOR: Dr NGUYEN PHONG NGUYEN n a Lu MASTER OF BUSINESS ADMINISTRATION th Ho Chi Minh City – Year 2018 t to CONTENT ng EXECUTIVE SUMMARY hi ep PART - BACKGROUND INFORMATION Company background w n 1.1 BIDV X Branch lo Organizational structure of Admission Center 1.3 The target of BIDV X branch 2018-2020 ad 1.2 y th ju Symptoms yi The business result in quarter II/ 2018 2.2 The low productivity pl 2.1 ua al n 2.2.1 The low level of credits n va 2.2.2 The low level of deposits 10 ll fu Initial cause – effect map 12 oi m The Updated cause effect map 17 Poor marketing policies 17 4.2 Low job satisfaction 17 4.3 Outdated Technology 18 at nh 4.1 z z A discussion to eliminate some potential problems 21 k 5.1 jm ht vb A discussion to eliminate some potential central problems and focus on a central problem of interest 21 gm 5.1.1 Poor advertising policies 21 A discussion to focus on a central problem 21 om 5.2 l.c 5.1.2 Outdated technology 21 a Lu PART - PROBLEM JUSTIFICATION 23 n Problem definition 23 va Problem existence 24 n 1.1 Lack of training program 27 th List of real causes 27 y PART 3: CAUSE VALIDATION AND SOLUSION 27 te re Problem importance 25 t to ng 1.2 Inequities in organizations 28 1.3 Lack of evaluation and rewards 29 hi ep The set of solutions 32 Solution: “Achieve Results” (about week) 33 2.2 Solution: “Excel at performance” and “Path progress” 34 w 2.1 n lo 2.3 Solution: “Recognition”, “Foster Community”, and “Master moments” 35 ad Cost-benefit analysis of the satisfaction of employees 38 yi 2.5 ju y th 2.4 Solution: “Leverage Strengths”, “Make Meaning”, “Leverage Energies” and “Experience Well-Being” 36 pl Change plan design 39 al Evaluation & Reward 39 3.2 Action Plan for training program 41 n ua 3.1 va n APPENDIX 1: INTERVIEW TRANSCRIPT 46 fu ll APPENDIX 1.1: INTERVIEW WITH MR QUANG 46 oi m APPENDIX 1.2: INTERVIEW WITH MRS MAI 48 nh APPENDIX 1.3: INTERVIEW WITH MR.DOAN 50 at APPENDIX 1.4: INTERVIEW WITH MR.MINH 52 z z APPENDIX 1.5: INTERVIEW WITH MS NHU 54 vb ht APPENDIX 1.6: INTERVIEW WITH MRS THAO 56 jm APPENDIX 1.7: INTERVIEW WITH MS.NGOC 58 k APPENDIX 1.8: INTERVIEW 2nd WITH MR QUANG 60 gm APPENDIX 2: SURVEY ABOUT JOB SATISFACTION IN BIDV X BRANCH 62 l.c APPENDIX 63 om REFERENCES 64 n a Lu n va y te re th CONTENT OF TABLE Table 1: The target of BIDV X branch 2018-2020 Table 2: The business result in quarter II/ 2018 t to Table 3: The number of customers in quarter II/2018 11 ng hi Table 4: Cost-benefit analysis of the satisfaction of employees 38 ep Table 5: The timeline of meeting .41 w Table 6: The KPIs and Rewards .41 n Table 7: The timeline of the current employees’ training program .42 lo ad Table 8: The timeline of the new employees’ training program 44 ju y th yi CONTENT OF FIGURE pl Figure 1: X Branch structure from internal management department al n ua Figure 2: The after Tax Profit and Profit after Tax per Employee from January to August in 2018 va Figure 3: The level of Credits from January to August in 2018 10 n ll fu Figure 4: The level of Credits from January to August in 2018 11 oi m Figure 5: The Initial-Effect Map 16 nh Figure 6: The Updated Cause-Effect Map 20 at Figure 7: The variable of job satisfaction 24 z z Figure 8: Final Cause-Effect Map 31 vb Figure 9: Engaged Model by David Zinger 32 ht k jm om l.c gm n a Lu n va y te re EXECUTIVE SUMMARY This study analyzes the case of BIDV X Branch with the symptoms is the low level of deposits and credits leads the low productivity In part 1, based on the t to ng information from interviews with relevant individuals and data from the company hi combine with literature review, the problem of low job satisfaction has been analyzed ep and chosen as central problems, which need to be solved in this paper The next part, w the central problem is the low job satisfaction will be analyzed clearly by the existence n lo and the important for the company Continuing, in part 3, a set of solutions to solve the ad problem has been applied as well Following this part is a list of causes of central y th ju problems; they are lack of training, inequities in organizations, lack of evaluation and yi rewards In this chapter, a set of solutions to solve the problem has been proposed as pl ua al well basing on Zinger model Continuing, the action plan was built in organization for training and KPIs Finally, in the final chapter, interview guides, transcripts or reports n n va will be composed to support this paper ll fu oi m at nh z z ht vb k jm om l.c gm n a Lu n va y te re PART - BACKGROUND INFORMATION Company background t to 1.1 BIDV X Branch ng After BIDV officially merged with Mekong Housing Bank (MHB), on hi 01/09/2016, BIDV X Branch was established under the decision to set up 09 new ep branches in HCM city according to Resolution 3774/NQ-BIDV of the Board of w Directors to expanding network n lo Full name: Joint Stock Commercial Bank for Investment and Development of ad - y th Vietnam – X Branch Abbreviated name: BIDV X Branch - Establishment: 01st September 2016 - Address: 15 Hoang Hoa Tham, Ward 6, Binh Thanh Dictrict, Ho Chi Minh City - Main products and services: Deposits, loans, trade finance, payment and ju - yi pl n ua al va n account services, card services and among others fu ll 1.2 Organizational structure of Admission Center m oi On 30/06/2018, X Branch has 51 employees who work in departments at nh including: customers service department, internal department (HR, finance and z accounting, administration), sales departments (individual customers department, z vb corporate customers department), credit management department, risk ht management department and transaction department in District 1: Y Transaction k jm gm Branch Director om l.c Branch Vice Director Risk management Credit management n va Retail customer n Corporation customer a Lu Internal management y te re Customer service Y Transaction Figure 1: X Branch structure from internal management department 1.3 The target of BIDV X branch 2018-2020 Table 1: The target of BIDV X branch 2018-2020 % Average t to Target % Average ng 2018 – 2020 hi ep Items Target Year Target Target Target of BIDV X 2018 – 2020 2017 2018 2019 2020 Branch of BIDV w n lo ad Profit before tax yi Credits ju y th Fund mobilization 21 48 68 175% 31% 1,648 2,300 3,100 4,000 34% 17.5% 1,282 2,430 2,700 3,500 40% 17% 620 1,180 1,300 1,450 46% 26% 4.90 pl 3.50 n ua al Credits from retail customers va 6.0 10.0 14.0 42% 22% Bad debt ratio 0.2%