A study on improving the quality of human resource in Quang Ninh province customs department

A STUDY ON IMPROVING THE QUALITY OF HUMAN RESOURCE IN QUANG NINH PROVINCE CUSTOMS DEPARTMENT Authors Supervisor Local Supervisor Class : Tran Viet Dung and Ngo Xuan Hiep ; Dr.. There

A STUDY ON IMPROVING THE

QUALITY OF HUMAN RESOURCE

IN QUANG NINH PROVINCE CUSTOMS DEPARTMENT

Authors Supervisor Local Supervisor Class

: Tran Viet Dung and Ngo Xuan Hiep

; Dr Sven-Erik Svard PhD Nguyen Ngoc Thang PhD MPPM INTAKE 06 - Group 17

i

Hanoi M a y - 2 0 1 3

m

We would like to express our deepest gratitude to Dr Nguyen Ngoc Thang, a lecturer of University of Economics and Business - Vietnam National University, for his enthusiastic advices in the completion of this thesis

We would like to express our sincere thanks to Faculty of Post-graduate Studies, lecturers of University of Economics and Business - Vietnam National University and lectures of UPPSALA University, Sweden for helping and imparting knowledge in the completion of this thesis

Our thanks then go to Party executive committee Leader of Quang Ninh province Customs Department, colleagues, friends and familv members for their encouragement and help in the completion of this thesis

We would like to send the best wishes and greetings health to all lecturers, friends, colleagues, relatives and family members

Author of Graduation paper

Njjo Xuan Hiep and Tran \ ict Dung

province Custom Department

Level: Master of Public Management Program

Authors: Tran Viet Dung and Ngo Xuan Hiep

Lecturers:

1 Swedish lecturer: Dr Sven-Erik Svard PhD

2 Vietnamese lecturer: PhD Nguyen Ngoc Thang

Date of thesis defense: May, 2013

Objectives of study:

In the context of deep integration with the world econom> and rising

requirements of workload of Customs sector, human resource is required to be consolidated and improved in both quantity and quality

in order to contribute to improve the quality of human resource in Quang Ninh

Customs Department, the authors chose the topic: "A study on improving: the quality^ of human resource in Quan^ Mnh province Cu.stom Department" Throuizh

this topic, the authors desire to point out practical situation of the sector and

recommend some solutions lo improve the qualit\ o\' human resource in (,)uan^

Ninh Customs Department

Research methodology

In the process of study, the thesis applied quantitative research method and

qualitative research method:

- Methods o( synthesis and anal>sis: The researchers use statistic from

Reports on management of human resource Reports on development of human resource of Quang Ninh Customs Department in the period 2008-2012

- Statistical analysis and method: The researchers use questionnaires to do survey Questionnaire is established with table Likert 5 level and divided in 2 parts Part A includes questions about general information of respondents, part f^ includes questions with the purposes to collect infomiation related to human resource polic\

in Quang Ninh Customs Department Respondents of the sur\c\ are emplo\ees in

- Direct observation: The researchers observed working conditions, working environment, serving attitude, ways to solve problems of employees of Quang Ninh Customs Department towards enterprises and individuals

All research methods from quantitative to qualitative primar\ or secondary data collection were synthesized and illustrated in charts, drawings lo make the analysis more visual

Results and conclusion

Results after doing research:

About quantity of labour, the number of employees in Quang Ninh Customs

Department has increased almost in every year However, in comparison with the

workload that the department was in charge of in the past 5 years, the quantitx of

employees is still a small number Therefore, the policy of permanent personnel is still unreasonable

About labour structure, the structure has changed over different periods

However, most of employees have been allocated to the border area and Inspection Team due to high pressure on labour quantity here

About management of labour qualit}\ all-aspect qualifications of labour force

of Quang Ninh Customs Province are basicall\ high and increasing graduall\ but unevenly over years In which, professional, foreign language and information technology qualifications have been most improved

About training, training and retraining have become effective and shown

great progress Training steps based on international standards, labour force was basically standardized according to positions and job titles However, there are still some limitations in training such as curriculum and qualit\ of teachers

About staff organization, the recruitment has been implemented seriousl)

publicly and transparcntl> but ineffectively Meanwhile, staff rotation is suitable with requirements of work and personal capacity of staffs

General conclusion, quality of labour force in Quang Ninh Custom Province from 2008-2013 was significantly improved Capacity, qualification and qualitv of labour force were enhanced, the management was more transparent and closer

framework of capacity for each position

Recommendations for further studies

Beside the contribution to improve human resource qualitv in the customs department, the thesis still contains limitations: no analvsis of the influence of factors such as inputs of human resource, facilities and working conditions, psychology of employees and influence of leaders

Therefore, further studies could analyze factors that influence human resource quality in Quang Ninh Customs Department such as labour relationship, inputs, management, influence of leaders, working environment and psvchology of employees From these analyses, solutions should be given to improve qualitv of human resource and performance of Quang Ninh Customs Department

Contribution of the thesis

Establish methods of specifying job positions, describing jobs and setting a framework of capacity for each position to appK to human resource management in Quang Ninh Customs Department

Improve evaluation and management process of working results of staffs in the department

Enhance the quality of recruitment, including establishment of recruitment

structure following closely practical requirements, good pre-recruiiment and training for new stafTs

Key words

Recruitment, training, staff rotation labour structure and labour quality management

ACKNOWLEDGEMENTS ,

ABSTRACT IIZZ""'""'"'"' 2

List of illustrations 7

List of table o List of Abbreviations g

INTRODUCTION ZZZ.9

i Rationale 9

ii Objectives 10 iii Aims of the study 10

iv Research Questions 10

V Practical and scientific meaning 10

vi Structure of the study 11

CHAPTER I: THE FUNDAMENTAL ISSUES OF HUMAN RESOURCE QUALITV12

i.l THF DEFINITION OF HUMAN RFSOURCf QUALITY 12

1.2 ASSESSMENT NORMS FOR HUMAN RESOURCE QUALITY 12

1.3, ENHANCINCi H I E QUALITY OF HUMAN RESOURCE 13

2.1 PURPOSE, SCOPE OF THE STUDY 14

2.1.1 Purpose of the study 14

2.1.2 Research theoretical model 14

2.2 DATA COLLECTION INSTRUMENT 14

2.2.1 Quant it ive method 14

2.2.2 Quaiititivc method 15

CHAPTER III: PRATICAL SITUATION OF HUMAN RESOURCE QUALITY

MANAGEMENT IN CUSTOMS DEPARTMENT OF QUANG NINH PRO\ INCE 16

3.1 INTRODUCTION OF CUSTOMS DEPARTMENT OF QUANG NINH

PROVINCE 16 3.1.1 General introduction of Quang Ninh Customs Department 16

3.1.2 Perfomiance of Quanu Ninh Cu.stoms Department 17

3.2 PRACTIAL SITUATION^OF DEVELOPING HUMAN RESOURCES AND

HUMAN RESOURSE MANAGEMENT IN QUANG NINH CUSTOMS

DEPARIMENT •

-3.2.1 Analysing number, structure and quality of labour forces

3 2 2 Analysinu human resource management

3 3 ASSESSMENT ON lUJMAN RESOURCE DEVELOPMENT AND

MANAGF;MI;N I IN C U S T O M S DEPARTMENT OF QUANG NINH PROVINCE IN

3.3.1 Achievements in human resource development in Quang Ninh Custom

34 Department

3 3 2 Drawbacks of human resource development in Quang Nmh Customs

j >

Department , , • » , » % ,

CHAPTER IV: SOLUTIONS TO IMPROVE THE QUALITY OF HUMAN

RESOURCE IN CUSTOMS DEPARTMENT OF QUANG MNH 3"

4.1 SPICH YING JOB POSITIONS DESCRIBING JOBS AND DEVELOPING A

F R A M F W O R K O I CAPACITY

2^

4.3.2 Assessing the demands of training 41

4.3.3 Building training plans and program 42

4.3.4 Launching the training plans 42

4.3.5 Assessing and following after training 43

4.4 ENHANCING THE EFFICIENCY OF ORGANIZING STAFFS MISSION 43

CONCLUSION 45 REFERENCES 46 APPENDIX I: QUESTIONAIRE ON HUMAN RESOURCE QUALITY 47

APPENDIX 2: INVESTIGATION STATISTIC TABLE 50

Turns of staff sent to training courses

Original and continuous Huctuation index of number of workers over years

Analysing labour structure according to position and working scope Information Technology Qualification of workers in Quang Ninh Customs Department period 2008 2012

Foreign language Qualification of workers in Quang Ninh Customs Department period 2008 2012

Professional Quahfication of workers in Quang Ninh Customs Department period 2008 2012

Political theory Qualification of workers in Quang Ninh Customs Department period 2008 2012

Analysing human resource quality according to age group Analysing the quality of labor according to gender

Effectiveness of traning and retraining program Teachers meeting training demand

Training contents meeting pratical requirements The effectiveness of recruitment

Transparency of recruitment Job rotation meeting job requirements Job rotation suitable for individual capacit) Transparent staff planning and appointment Job assignment in conformit\ w ith capacit) and knowledge

Fair treatment for staffs Reward deservinii of achievements ;

List of tables Number

C/O E&E GATT

GDVC

HR

HS I&E

WB WTO

Original meaning

Certificate of Origin Entrance and Lxit General Agreement on Tariffs and Trade ' General Department of Viet Nam Customs

Human resource Harmonized System Import and Export World Bank World trade organization '

SEVERAL TITLES OF COLLECTIVES AND INDIVIDUALS

PERIOD 2008 2012 |

^ j

ANALYSING NUMBER OF WORKERS PERIOD 2008 2012 ^

Quang Ninh - based Quang Ninh province Customs Department is a unit under General Department of Vietnam Customs Quang Ninh province has a strategic position in the North-East of Vietnam with 250km coastline and 132,5km

of land border, on by the People Republic of China

lonai Vietnam economy has integrated more deeply into the world and rem economy, with the country has been a member of the WTO and presence of globalizationha been in many aspects of the economy It facilitates us new opportunities as well as urgent requirements for ensuring social securit\ and economy, protecting national interest and community from threats such as terrorism, drug, harmful cultural products

With the role of ^^a sentry" of the national economy Customs need to enhance the effectiveness of the State management of import and export activities, entrance and exit, investment, and tourism Effective Customs management will help to fulfill international pledge, facilitate for development inicniational commerce and ensure social security target, national interest and community

Along with national customs, Quang Ninh province Customs Department has recently focused on reform, development and modernization It aims to enhance management in both qualit\ and effectiveness; resolution of contradictions in I&E items, transportation E&E passengers through Quang Ninh based border gates and ensure the requirement of the State

In order to achieve these aims and requirements, facilities and technologv are

not the only factors needed to be enhanced We acknowledge human resources in

term of both quantity and qualitv would play a significant role

On the other hand, shortcomings in human resource of I he Customs sector nowadays create inspiraton of manv researches, such as ".Management of import tax collection in Hanoi Customs DeparttnenC of Hoang Thi I.uong 2005: 'Implementation of e-customs procedures for export and import in Ho Chi SUnh

City Customs Department: Pratical situation and solutions'' of Nguyen Thanh Long, 2006; or a recent thesis: Solutions to enhance the implementation of e- customs procedures in North Thang Long Industrial Park Customs Department in Honor of Nguyen thanh Huyen, 2010 Previous topics only focused on specific

segments of Customs sector in separate customs departments with totally different facilities and human resources And there is no research going deeply into enhancing quality of human resource in Quang Ninh Customs department

Be aware of these importance and urgency, we carry out the thesis "A study

ON improving the quality^ of human resource in Quang Mnh province Custom Department"

ii Objectives

The objectives of this study are accomplishing some solutions to improve the quality of human resource in Quang Ninh Customs Department and enhancing the effectiveness in operation of Quang Ninh Customs Department in the period of 7 years from 2013 to 2020

iii Aims of the study

The thesis studies on general theory and human management in general and analyses human management in Quang Ninh Customs Departmeiu in practical Then, we propose some solutions to enhance the qualitv of human resource tor accomplishing the work of Quang Ninh Customs Department in the future

iv Research Questions

- What is pratical situation of human resource in Quang Ninh Customs

- Practical meaning

The thesis completes the analysis of human resource qualit\ in actual situation, and then proposes some solutions to enhance the quality of human resource in Quang Ninh province Customs Department As a result, it could help Quang Ninh province Customs Department to fulfill the tasks from Ministry of Finance, General Department of Vietnam Customs and Quang Ninh province

The thesis is a reliable material for Quang Ninh province Department in human resource management

vi Structure of the study

Along with Introduction, Conclusion and Recommendations, the thesis includes:

Chapter 1: The fundamental issues of human resource quality

Chapter 2: Methodology

Chapter 3: Practical situation of human resource in Quang Ninh Customs Department in the period of 2008 to 2012

Chapter 4: Solutions to improve the quality of human resource in Quang

Ninh Customs Department in the period of 2013 to 2020

CHAPTER I: THE FUNDAMENTAL ISSUES OF HUMAN RESOURCE

QUALITY

LI THE DEFINITION OF HUMAN RESOURCE QUALITY

The quality of human resources is the level of qualifications, knowledge, skills and attitude of the labour towards work Each qualified, enthusiatic workers will help the organization grow, and unqualified and unenthusiastic ones will become burdens of the organization The development of an organization depends on the quality of its human resource Human resource plays a crucial role in creating material and spiritual wealth for the society

1.2 ASSESSMENT NORMS FOR HUMAN RESOURCE QUALITY

Human resource displays in two sides including quantitv and quality, therefore, we have two groups of norms to assess the human resource

* /\orm group to assess human resource quantity

There are a variety of norms to assess the human resource quantitv however, the typical norms include:

- Ratio of human resource in population

- Ratio of labor force in population

- Ratio of people at working age engaging the labour force

- Ratio of employed people in labor force

* !\orm group to assess human resource quality

Human resource qualitv displays in manv norms, including tvpical ones:

+ Norm displaying the heath of human resource

This is analyzed basing on criteria: average life expectancv, average height and weight of workers, norms classifying health of workers

^ Education level norm of human resource

This is analyzed basing on criteria: Rate of adult literacv rate of going to school rate of going to primarv school, secondarv school and high school

+ Norm assessing technical qualification of human resource

This is analyzed basing on criteria: Rate of managers, rate of staff at college and university level, rate of statTat post-graduate level

+ Human development index HDl

HDI is a combining measure of the human development in three indicators including health, education and income HDl not only assesses human development

in terms of economics but also emphasizes on the quality of life and social fair

-*- Other norms

Beside some quantitive norms above, it considers other qualitative norms displaying ability and quality of workers They displav in tradition of patriotism, tradition of national culture and civilization and custom and mode of life

L3 ENHANCING THE QUALITY OF HUMAN RESOURCE

High-quality staffs will be a firmly competitive advantage for an organization Enhancing quality of human resource helps the organization quickl) reach future targets and fulfill its mission

To enhance to quality of human resource, it is necessary to combine effectively 3 processes: attracting, employing and training, in which training should

be highly paid attention to

CHAPTER II: RESEARCH METHODOLOGY 2.1 PURPOSE, SCOPE OF THE STUDY

2.1.1 Purpose of the study

Purpose of the study is assessing and analyzing human resource qualitv then proposing solutions to enhance the quality of Quang N.nh Customs" human resource

2.1.2 Research theoretical model

The researchers use SWOT to analyze issues related to qualitv of human resources in the organization including strengths, weaknesses, opportunities and challenges, and suggest appropriate solutions

2.2 DATA COLLECTION INSTRUMENT

2.2.1 Quantitive method

• Synthesis and analysis method

The researchers use statistic from Reports on management of human

resource Reports on development of human resource of Quang Ninh Customs

Department in the period 2008-2012

This method quicklv collected data in specific periods However, this source

of data is established to reach purposes and separate tasks of the organization, so it does not refiect sufficient information and specific objects of the topic

• Statistical and statistical analysis method

The researchers use questionaires to do survev Inspite of time wasting and high cost, this method provided the researchers updated intbrmation at the time of doing survev, and also helps respondents feel more comtbrtable and confident in proposing their training requirements in comparison with direct interview

Questionnaire is established with table likert 5 level and devided in 2 parts

Part A includes questions about general information of respondents (question I to

6) These are questions about events, which is easy to answer and help the respondent be familiar with the questionaire Part B includes questions uith the purposes to collect information related to human resource policv in Quang Ninh

Customs Department, (from question 1 to 29) and measures the level of satisfation

of reseaching issues from low to high

Respondents of the survey are employees in different positions regardless of gender, age, income,

The researchers chose random sampling method that took 30% of total employees of the Department, equivalent to 160 samples in order to reduce time and cost of the survey

Data was collected by indirect interview Participants are given constructed questionnaires, they just had to choose the suitable options Questionnaires were sent directly or indirectly to participants, and then filled questionnaires were sent back to researchers

2.2.2 Qualititive method

••• Direct observation

The researchers observed working conditions, working environment, serving attitude, ways to solve problems of employees of Quang Ninh Customs f)epartment towards enterprises and individuals, which helps the research he more objective and

reliable to make conclusions This method is not considered one of the primarv

method because it is influenced b> subjective factors of the reseachers

CHAPTER 111: PRATICAL SITUATION OF HUMAN RESOURCE QUALITY MANAGEMENT IN CUSTOMS DEPARTMENT OF QUANG

NINH PROVINCE

3.1 INTRODUCTION OF CUSTOMS DEPARTMENT OF QUANG NINH PROVINCE

3.1.1 General introduction of Quang Ninh Customs Department

Organizational structure: Quang Ninh Customs Department has total of 536

employees who are divided into 10 assistance departments and 12 units of border customs and a equivalent unit The head of Quang Ninh Customs Department is customs chief below is 04 vice customs chiefs The vice chiefs are assistants of the chief and also the monitors and supervisor of several units directly under Quang Ninh Customs Department

The head of assistance department are managers and below are vice managers Customs units dircctiv under Ihe Customs Department are divided into 2 levels: Branches and Team The head of Branch is branch chief below are vice branch chiefs Below Branch is Team whose head is team leader and below are \ice leader

Organizational structure of Quang Ninh Customs Department is proposed b> General Department of Viet Nam Customs and approved b\ \linistr\ of Finance With this structure, Quang Ninh Customs Department has been operating uniformK and efficiently in recent years

CISTOMS

CHIEF

Vice customs

c h i e f

Vice customs

c h i e f

Vice customs

chief

\ ice customs

c h i e f

Dept of H u m a n Resource Dept of Inspection Office of Customs D e p a r t m e n t Dt'pt of f i n a n c e m a n a i i t n u n i Dept of Post-customs ( learanc< Dt'pl (»f Kisk M a n a u c m c n l

)i jil 'if Viiti tr:irnkint: :iiul h^inUling Mulitlioiis

l ) i | i t nl Su|H['\iM<in Kid iii.iiMUi incnl

C ustoms Supervisory I earn N<

B r a n c h nl M o n i " C ai l i o r d t r C UNIOMIN

Branch o f Hoanh Mt> B o r d e r C usloni

Branch ul Bac Phunn Sinh Border ( u\(om

B r a n c h of ( am Tha B o r d e r C u M o m i

Branch o f Hon ( a i B<»rdcr ( u-^roms

Branch of ( a i I am Border ( ustoms

3.L2 Performance of Quang Ninh Customs Department

2008-2012 is the period when Customs in general and Quang Ninh Customs Department in particular focused on the task of reforming administrative

procedures, modernize the sector with the target: "Develop a consistent,

streamlined, focused, effective and modern operating structure" Simultaneously, in

this period Customs in general and Quang Ninh Customs Department in particular was additionally assigned to do new tasks such as: To implement modem administrative method (application of risk management techniques): enhance post-customs clearance check, gradually transform from pre-check to post-check; mspection tax, enforce execution of tax administrative decisions; implement protection of intellectual property rights, anti-counterfeit and inferior quality products; prevent and combat money laundering, anti-terrorism

Despite facing a number of difficulties, with great determination, traditional spirit, and support form Ministry of Finance General Department of Viet Nam Customs, and Quang Ninh , Quang Ninh Customs Department achieved encouraging results, especially in I«fcE Tax collection, anti-lrafficking and contributed to prevent economic recession, revenue enhancement, economic stability, strengthened social security, political stability, as follows:

Table 3.1 - SOME PRIMARY RESULTS OF QUANG NlNIi CUSTOMS

Means o f Entrance and Exit

Fntrance and Fxit

USD

Turn Million of arrivals Case Riliion

V N D Billion

V N D

Year

2008

477 35.281 8,5 64.428

4

371 6.400 10.501

Year

2009

480 39.493 9.898 50.368 3,310

560 9.200 12.809

Year

2010

513 42.353 10.201 67.328 3.527

328 10.550

339 12.700

395 13.050 16.400

Statistics in Table 3.1 reveals that the period 2008-2012 marks an

milestone In 2008, the tax revenue exceeded 10 trillion VND for the

important first time

Other criteria increased year by year, especially quota and tax revenue and exceed targets assigned

3.1.2.1 Human Resource and Training

a - Recruitment

Over years, the recruitment in Quang Ninh Customs Department has be implemented seriously, followed properly guidance, procedures, authorities as government regulations Ministry of Finance, General Department of Viet Nam Customs and ensured the principles of democracy, openness, transparency and regulation After recruited, the officers were appointed and used properlv to be suitable with qualifications and profession of each person

However, due to recent hierarchy of recruitment, local customs departments such as Quang Ninh customs department only proposes regular staff and training major The content of knowledge and methods of recruitment arc decided by General Department of Viet Nam Customs and used for the whole sector This is a great drawback in recruitment of Quang Ninh Customs Department All candidates

do the exam with the same content applied in the whole customs sector Subjects in the exam are State Administration, foreign languages and computer skills, fhis method makes it dificult for local customs departments in general and Quang Ninh Customs Department in particular to select expected candidates meeting practical requirements, especially in missing positions Therefore, after recruitment, it is necessary for experienced employees to re-train new employees

h- Labour

With support from Ministr\ of Finance General Department of Viet Nam

Customs, Quang Ninh, State Government, head of Quang Ninh Custom

Department, working environment and conditions of staff in Quang Ninh Customs Department are always favorable with spacious office, modern equipment and full labor protection

c _ Training and development

From 2008 - 2012, Quang Ninh Customs Department sent 4.86U turns of staff to attend training and re-training courses organized by different agencies These courses focused on professional training (undergraduate and post-graduate)

Other criteria increased year by year, especially quota and tax revenue and exceed targets assigned

3.1.2, / Human Resource and Training

a - Recruitment

Over years, the recruitment in Quang Ninh Customs Department has be implemented seriously, followed properly guidance, procedures, authorities as government regulations Ministry of Finance General Department of Viet Nam Customs and ensured the principles of democracy, openness, transparency and regulation After recruited, the officers were appointed and used properl\ to be suitable with qualifications and profession of each person

However, due to recent hierarchy of recruitment, local customs departments such as Quang Ninh customs department only proposes regular staff and training major The content of knowledge and methods of recruitment are decided by General Department of Viet Nam Customs and used for the uholc sector Ihis is a great drawback in recruitment of Quang Ninh Customs Department All candidates

do the exam with the same content applied in the whole customs sector Subjects in the exam are State Administration, foreign languages and computer skills, (his method makes it dificult for local customs departments in general and Quang Ninh Customs Department in particular to select expected candidates meeting practical requirements, especially in missing positions Therefore, after recruitment, it is necessary for experienced emplo\ees to re-train new emplo_\ees

c - Training and development

From 2008 2012, Quang Ninh Customs Department sent 4.860 turns of staff to attend training and re-training courses organized by different agencies These courses focused on professional trainmg (undergraduate and post-graduate)

foreign languages, information technology, political theory, public management, national defense and security knowledge intensive, advanced professional skills

Table 3.2 - NUMBER OF EMPLOYEES SENT TO TRANING COURSES

• Turnsof staff sert to traning courses

Year 2008 2009 2010 2011 2012

Until now, all stafTare basically standardized, meeting higher requirements

of customs sector Recent professional training structure is diversified (economics finance, law, foreign trade, commerce, accounting, foreign languages, public security ), suitable with requirements and specific characteristics of each unit Staff qualifications are increasingly enhanced, the rate of staff, who are graduates or post-graduates, is 80%

3.1.2.2 Development of a strong and transparent customs force

Quang Ninh Customs Department have followed seriously and efficiently general regulations of developing a strong and transparent customs force without harassment and bureaucracy The department is following the motto of General

Department of Viet Nam Customs Chief in "Declaration of customer sen-ice", that

is ''Professionalism Transparency Efficiency'' and a number of commitments on

time of customs clearance for goods, which have improved the image of Customs among the people and corporate community

In 5 years (2008 - 2 0 1 2 ) , thousands of collectives and individuals of Quans Ninh Customs Department made outstanding achievements in work, recognized and rewarded:

Table 3.3 - SEVERAL TITLES OF COLLECTIVES AND INDIVIDUALS

Certificate of Merit from Prime Minister

Leading Competition Flag of Ministry of Finance

Soldier awarded nationwide competition

Certificate of Merit from Ministry of Finance

Certificate of Merit from Chief of General Department of Viet

Nam Customs

Medal for Finance career

Other merit from other agencies, government and localities

15

88

3.2 PRACTIAL SITUATION OF DEVELOPING HUMAN RESOURCES

AND HUMAN RESOURSE MANAGEMENT IN QUANG NINH CUSTOMS

DEPARTMENT

3.2.1 Analysing number, structure and quality of labour forces

3.2.1.1 Analysing number of workers

For the Customs Sector in general and Quang Ninh Customs Department in

particular, the number of regular workers assigned annually is one of important

factors to be able to fulfill political tasks

Table 3.4 - ANALYSING NUMBER OF WORKERS PERIOD 2008 - 2012

100,6

Year

2010

513 107.5

106,9

Year

2011

531 111.3

103,5

Year

2012

536 112,4

100,9 2,975

Chart 3.2 - Original and continuous fluctuation index of number of

workers over years

Continuous

fl uc tu ati on inbex ('o)

2012

Figures from table 3.1 shows that: The number of workers in Quang Ninh Customs Department increased over years, in which annual growth rate was below

3.5% (Except 201 1, growth rate of regular staff increased from 2009 reached 6.9%

For the overall period, the number of worker increased by 59 people from 2008 to

2012, equal to 12.4%

However, in comparison with the growth rate of workload over the last 5 years, the growth rate in number of worker was still at low level For example: over

the last 5 years, the number of declaration increased by 37.2%: Quota increased by

75,2% and tax collection increased by 56,2%; number of trafficking Commercial

frauds Drug-related crime only increased by 6% but their worth increased by 95''o

Therefore, there are still many limitations in the provision of regular positions for

Quang Ninh Customs Department

3.2.1.2 Analysing labour structure

*/ Analysinfi labour structure accordinfi to position and working scope

Due to different tasks of Customs Sector in different periods, the organizational structure, internal system of customs units have also made changes to

fit with general situation, which leaded to changes in labour structure in customs

units and parts

Table 3.5 - ANALYSING LABOUR STRUCTURE ACCORDING TO ON

POSITION AND WORKING SCOPE

Chart 3.3 - Analysing labour structure according to position and working

120 1

411 1 77.4^

•Workers m offices

oWofkers at borders artd supervrsion team

3.2.1.3 Analysing labour quality management

*/ Analysing labour quality according to qualification

Chart 3.4 - Information Technology Qualification of workers in Quang

Ninh Customs Department period 2008 - 2012 Qualification of Information Technology

Chart 3.5 - Foreign language Qualification of workers in Quang Ninh

Customs Department period 2008 - 2012

Univereily college Certificate B A

OYear 2008

• Year 2009 DYear20lO aYear 2011

• Year2012

Chart 3.6 - Professional Qualification of workers in Quang Ninh Customs

Department period 2008 - 2012

Chart 3.7 - Political theory Qualification of workers in Quang Ninh

Customs Department period 2008 - 2012

•Year 2012

Analysis of figures shows that qualifications in different fields of labour

forces in Quang Ninh Customs Department are relati\ely high over years but uith

an uneven proportion, in which professional, infomiation technology and foreign

language qualification were improved most, fhis was resulted from 2 main

problems:

Firstly, playing the role as doorkeepers of national economy and also the first and last who contact with entry and exit passengers, and in the situation of deeply integrated with regional and international economy, customs workers are required to have high qualifications, knowledge of information technology, foreign language and communicative skills in order to fulfill tasks assigned Due to these practical requirements over recent years, conditions in recruitments of Customs sector in general are increasingly high (Only accept candidates who graduated from university)

Secondly, the training and re-training of Quang Ninh Customs Department are frequently focused and implemented effectively: do reviews, statistics of staffs qualifications to find out workers who do not meet up requirements in professional, foreign language and information technology and send them to training courses to improve qualifications This increased the proportion of workers who have professional degrees and certificate of foreign language and information technology

Although in terms of quantity, labour force in Quang Ninh Customs Department could handle requirements and tasks assigned, in fact, there is a large group of workers who could not meet up work requirements Some employees who have university degree but lack of working skills, especially teamwork and synthetic skills Therefore, it is necessary to organize training and re-training courses to improve these skills

*/ Analysing human resource quality according to age group

Chart 3.8 - Analysing human resource quality according to age group

3 6 6

2 0 0 8 2 0 o y <'0 10 ^0 1 1

The figures show that:

- The average number of staff under 30 makes up about 20% out of total number of Quang Ninh Customs department's staff These staff members are young, active; however, they are trained basically only Thus, they need training and re-training

- The number of employees between 30 and 50 accounts for a large proportion (above 70% out of all employees) These employees are ver> skillful; therefore, they have contributed much to the tasks of Quang Ninh Customs department

- The number of staff above 50 accounts for the smallest proportion They have experience in work and seniority Besides, they usually work in management

at different levels

By analysing figures above, it can be seen clearly that the working age is reasonable in the period of 2008-2012 However, the department should continue recruiting, training and re-training new staff members in coming time

'^t Analysing the quality of labor according to gender

Chart 3.9 - Analysing the quality of labor according to gender

By analysing the figures, it can be seen that the proportion of female in Quang Ninh Customs Department in 5 years (2008-2012) has a small change This reflects the need of female staff in the organ because the specific tasks in Customs are State management for import and export activities, exit and entrance, anti-trafficking, commercial fraud, illegal transportation of goods across the border and drug Therefore, these tasks almost happen in frontier, island with high intensity of work or difficult tasks It is the reason why male staff is better than the female

However, when applying modem technical scientific technology, female staff can undertake more jobs Therefore, the trend of customs recruitment will increase the number of female staff in the future in order to improve the spirit activities

3.2.2 Analysing human resource management

3.2.2.1 Traning

The traning of Quang Ninh Customs Department has recently made outstanding progress Traning steps are normalized according to international requirments Staff are also nomalized in accordance with position and job to meet high demand of Customs The annual traning and re-training program are accomplished strictly to enhance human resource quality Based on the survey, there are 90% of staff agreeing that they engage on all training courses to improve professional qualification and skills Almost of them agree that the training and retraining programs bring effective results

Chart 3.10 Effectiveness of traning and retraining program

1

• Totally disagree

• Disagree Parth agree

• Agree

• StronaK aarec

In reality, there have been some limitations in the training program Most of the correspondents said that teachers have not met the requirements of training and the curriculum has not been close to the practice

Chart 3.11 Teachers satisfying the requirements of training

70 Person

Quality of teachers

Totally disagree Disagree

Panh agree Agree Tdallv aftree

Chart 3.12 Training program meeting practical demand

70 Person

Totally disagree Disagree

Panh agree Agree Totallv aaree

Chart 3.13 The effectiveness of recruitment

Parth agree Agree Totally attrce

Recruitment

Chart 3.14 Transparency of recruitment

Totally disagree Disagree

Panh agree Agree Totallv aaree

• Agree

• Totalh aaree

Job rotation

Chart 3.16 Job rotation suitable for individual capacity

Staff planning and appointment are considered relatively public and

transp£irent; however, the appointment has not been in accordance with capacity

Part 3.17 Transparency of staff planning and appointment

Parth agree Agree Totallv aaree

Plaiuuna and Appointment

Chart 3.19 Fair treatment for staffs

• Agree

• Totallv aaree

Treatment for statTs

Chart 3.20 Reward deserving of achievements

3.3.1 Achievements in human resource development in Quang Ninh Custom Department

For the last 5 years, Quang Ninh Customs Department has been developing

in terms of quantity and quality:

+ Generally, workers in Customs sector who were trained and tested have stable ideological standpoint, seriously execcute lines and policies of Party and State, consciously abide by disciplines, lead a moral life, show solidarity with workmates, enthusiastically work and study to meet the higher demand of jobs, contribute to build up Party Committee, union and organization, gain achievements and worthy award of Party and State, levels and sectors Particularly Quang Nmh Customs Department was conferred the title of "Labour Hero of the Renewal period" The number of workers in Quang Ninh Customs Department increased by ,2 40/0 from 2008 to 2012: the percentage of statTs w.th bachelor's degree and

master's degree raised from 70.86 % in 2008 to 79.86 o/o in 2012: team leaders and

leaders of branch offices and deparment have bachelors and master's degree It s attached special importance to recruit qualif.ed employees T.e infon at.on center

of Quang Ninh Customs Departments is one of the national highest qua!

itv centers

+ Quang Ninh Customs Department always defines staff manaeement recruitment, and fostering as crucial tasks, which contribute the most to the success of the sector Especially, staffs fostering is getting more and more important in the global intergration period Thus Quang Ninh Customs Department has promoted training and re-training in many forms such as: delegating staffs to study, investigating management experiences in foreign countries and put theoretical knowledge in practice in Vietnam Therefore, the department has completed and has continuously been exceeding the assigned state budget in recent years

3.3.2 Drawbacks of human resource development in Quang Ninh Customs Department

Although the human resource management in Quang Ninh Customs Department has gained some certain achievements, some drawbacks have been seen:

- The majority of staffs in Quang Ninh Customs Department are at university education but in-officc or vocational education Most knowledge and theories being taught in the 1995s, hence, the curriculla are outdated and does not meet the current demands

- The lecturers as well as the curriculla for the training mission arc not sufficently satisfactory

- The training quality in universities of Vietnam does not respond to real requirements in Customs recruitment

- The profession knowledge of managing Customs is not sufHcicnt which has brought about disadvantages in terms of limited knowledge of Customs regime or policy, lack of practical skills or solutions to real problems

- The mechanism of training and fostering has not been established until recent

time The training centre has been set recently so the facilities of organizing the

fostering courses has not equiped Some local Customs departments haxc not finished fostering the staffs' professions

- There has not strategies to encourage each official to acti\el> stud\ or

self-foster to improve theirselves

- The training or fostering does not attach to reality, thus, the training efficiency does not live up to expectation,

- A large number of Customs staffs is not conscious of self-stud\ and knowledge enhancement

- The qualification of foreign language, computer of the staffs and officials are not good enough to respond to the requirements

- The quality of the recruitment does not match to the recruitment needs

- The assignment does not match the training field, capacities or the staffs' strength

- The staffs transfer is not really helpful due to lack of transparency

- The criteria to assess staffs are not detailed enough, which causes loose assessment and difficulties in arranging staffs in diilerent positions

- The assessment and clarification of stalls have been closeK controlled, however, the results of clarification occasional!) refiect partl> the nature For example, the first group accounts for more than 75%, but of which man\ staffs have drawbacks

CHAPTER IV: SOLUTIONS TO IMPROVE THE QUALITY OF HUMAN

RESOURCE IN CUSTOMS DEPARTMENT OF QUANG NINH

4.1 SPECIFYING JOB POSITIONS, DESCRIBING JOBS AND

DEVELOPING A FRAMEWORK OF CAPACITY

- Objective:

Work of staff should be arranged to meet the demand of the organization In order to ensure effective division of labour, each organization must specify positions and their requirements to select capable staff

- Significance:

Currently, customs industry is promoting reforms, modernization simplification, unification and automation of customs business in order to facilitate commercial activities and effectively manage customs clearance of import-export commodity

- Objects and scope:

Apply for each position in the whole Customs Department of Quang Ninh

- Order of identifying

Part 1: Defining list of work positions

• Step 1: Job statistics

This step aims at counting the basic amount of work, which Customs units must carry out to fulfill their duty; then it will lay the foundation for the following

steps

• Step 2: Job classification

- Classification of jobs: Based on jobs and workload to divide jobs uito different fields (for examples: supervision and management, post clearance check risk management, anti-smuggling control, etc.)

• Step 3: Specification of list of positions

Based on job postions that were identified and classified

Part 2: Making job description

• Step 1: Making the outline of job description

The formations of job description are categorized as the follows:

- Job description for each position

For each position, there is one job description with general information and

main assignments Major assignments can be listed in the order of importance or classified into different areas

- Job description for a group of work position

This type is applied to job positions with similar assignments All assignments of all job positions in the group will be listed Each job position has specific assignment Using this format of job description can reduce the overlap in describing tasks facilitate monitoring and updating job descriptions

- Job description regarding the difficulty of work

The assignments of the same job position are divided based on the complexity in proportion to job titles such as: employee, expert, specialist, etc

- Job description depends on the requirements for application of defining iob position

In addition to specifying the assignments to be completed, it is necessary to describe the frequency, amount and results of implementation in a certain period This will form a basis of defining a job position

• Step 2: Investigating, studying, collecting some general infomiation

information on practical tasks There are six data collection methods based

on particular jobs in customs sector including: questionnaire, interview observation, working diar\, record of important events and conference

• Step 3: Based on the collected information mentioned in the second step,

summarizing and analyzing general information and information about jobs

Part 3: Developing a framework of capacity

Framework of capacity is the document listing requirements for personal ability such as: academic knowledge, professional knowledge, working experience,

problem-solving skill and proper personality Steps to develop framework of

capacity are listed as the follows: