Phân tích thực trạng ứng dụng CNTTTT tại maritime bank – triển khai hiệu quả phần mềm CRMe

GENERAL INTRODUCTION In the context of fierce competition in the Vietnamese banking industry today, all credit institutions continuously seek unique approach to fully draw on their competitive advantages so that they can become leading banks in Vietnam In order to reach its same goal, Vietnam Maritime Commercial Joint Stock Bank (Maritime Bank or MSB) has put priority on information technology (IT) development and considered it as one of important business strategies for a number of years.The Information Technology Team (ITT) of the MSB is responsible for reporting the bank on the Customer Relation Management (CRM) Software Development Project ITT asks for the Management Board’s approval of the Project’s budget, HR, lead-time and IT application activities This will result in the customer service improvement and innovation and thereby grasp business opportunities to dominate the banking industry in Vietnam Effective CRM is currently among pressing tasks of not only MSB but also of other types of business in the open economy context nowadays I AN INTRODUCTION ABOUT VIETNAM MARITIME COMMERCIAL JOINT STOCK BANK – MARITIMEBANK – MSB MARITIME is the leading bank in the field of providing financial products and services in Vietnam It has a charter capital of VND 8,000 billion and total assets of more than VND 110,000 billion Its networks are constantly expanded from 16 units in 2005 to nearly 216 branches at the present Maritime Bank has recruited 5,000 employees who are doctors, masters and bachelors Being established in 1991, MSB has achieved a number of achievements that position its brand in the domestic as well as global markets Along with its decision of comprehensively changing in business orientation, brand image, transaction space design, customer service, etc, Maritime Bank is recognized as one of the most innovative banks in Vietnam with the most daring planning and the most Page professional and modern transaction model One of the most critical tasks of MSB is developing an advanced IT system which satisfies the requirements of the financing & banking industry and helps the Bank expand into international markets Some brief information about MARITIME BANK Creating sustainable value Vietnamese name: Ngân hàng TMCP Hàng Hải Việt Nam English name: Vietnam Maritime Commercial Joint Stock Bank (Maritime Bank) Address: No 88 Lang Ha, Dong Da, Hanoi Tel.: 04.37718989 - Fax: 04.7718899 Website: http://www.msb.com.vn; - Email: msb@msb.com.vn SWIFT Code: MCOBVNVXXXX Lines of business Mobilizing short, medium and long term funds; Accepting investment trust funds and development funds; Providing short, medium and long term loans; Discounting valuable papers;Joint investing in economic organizations; Providing domestic and international payment services;Trade financing; Forex trading; other banking services Page Organization structure Vision, mission and core values Maritime Bank has identified its unique direction with clear mission and vision Our vision is "Becoming one of the best commercial banks in Vietnam SMB mission is "Providing our customers with the best products and services based on their needs." Our core value is "Creating and adding sustainable value"! Page An analysis of the current status of IT application at Maritime Bank Up to date, MSB has deployed hundreds of technology projects in order to develop and diversify services as well as continuously innovate existing products Typical projects implemented include Internet Banking upgrading, Mobile Banking, credit cards improvement, Kondor +, FX and ERP projects Maritime Bank is the first bank in Vietnam which invested and applied Treasury transaction management system to its front, middle and back offices With this new management system, credit lines are controlled automatically right in the transaction process The system also provides tools to identify risk limit, Var model and derivative pricing models In addition to promoting the development of new technology, Maritime Bank also focuses on maintaining the quality of existing technology by investing in the platform as well as adding and innovating operation procedures Therefore, the application system constantly and stably operates (stability level of 99%), ensuring the smoothness of transaction activities under the system II Evaluation of competitors and respective comparison: In this fierce competition business environment, Maritime Bank is facing direct competition of a great number of credit institutions including commercial banks, jointstock commercial banks (JSB), foreign bank branches, joint venture banks and wholly foreign - owned banks, particularly those who have the same target customers or provide the same products and/or services Strong competitors become a tough challenge to SMB Foreign credit institutions with their strong financial potentials, advanced technology, banking experience of hundreds of years and professional procedures of business administration and risk management like City bank, Standard charter Bank, HSBC, etc are major rivals of Maritime Bank III Analysis of experiences of other domestic and foreign banks and respective Page lessons Lessons learnt from a series of recent merges among domestic banks reflect difficulties and challenges credit institutions have to face Year of financial statement 2002 2003 2004 2005 Quarter: 44889343.00 2005 Quarter: 53063957.00 44918286.00 44892235.00 44899144.0 ASSETS 46764830 A CURRENT 8158991 ASSET I Cash and cash 234 equivalent Cash 213 Bank deposit Current remittance Customer classification Cash equivalents 21 Customer type II Short term 3236 Customer code (CIF) financial investments Company name Short-term 3213 Company name abbreviation securities Others Headquarter Provisions for 23 Average workforce short-term Line ofinvestment business reduction Type of company III Short-term 38891 Financial and auditing statement receivables Customer 3213 Annual financial statement receivables Date ofAdvanced updating financial statement payment for Loan term vendor Loan purpose Short-term 3213 Monthsinternal of relation with MSB Branch [Type a Name quote of from the document or credit staff receivables Current debt balance the summary of an interesting point Head ofReceivables credit Department 12 Equity (million VND) You canCentral position the text credit policy (subject toboxexpert Page (million anywhere the Use the Leader ofdocument credit underwriting construction Netinrevenue VND) Text Box Tools contract tab to change the Total asset (million VND) Back Staff inof Customer charge information formatting the pull quote text box.] progress) 46735959 8129948 46742868 8127446 46733067 8120945 54907681 16295070 3214 313 322 333 321 21 312 324 633 3339 312 312 DIFFERENCE BETWEEN TOTAL ASSET AND TOTAL FUND 3213 213 321 312 321 3123 312 9780 9870 654 334 321 3123 321 3123 321 321 3213 Continue 321 IV Provisions for short-term bad debt Inventories Goods in transportation Materials Page 321 1688760 3123 3213 1688760 3123 1688760 3123 13 1688760 3123 9866221 321213 ... environment, Maritime Bank is facing direct competition of a great number of credit institutions including commercial banks, jointstock commercial banks (JSB), foreign bank branches, joint venture banks... projects implemented include Internet Banking upgrading, Mobile Banking, credit cards improvement, Kondor +, FX and ERP projects Maritime Bank is the first bank in Vietnam which invested and applied... satisfies the requirements of the financing & banking industry and helps the Bank expand into international markets Some brief information about MARITIME BANK Creating sustainable value Vietnamese