LV Thạc sỹ_Quality improvement of bank credit to small and medium enterprises at ACB bank hanoi branch

`NATIONAL ECONOMICS UNIVERSITY ADVANCED EDUCATIONAL PROGRAM ***************************** SOLUTIONS FOR QUALITY IMPROVEMENT OF BANK CREDIT TO SMALL AND MEDIUM ENTERPRISES AT ASIA COMMERCIAL BANK HANOI BRANCH BACHELOR’S THESIS IN FINANCE NATIONAL ECONOMICS UNIVERSITY ADVANCED EDUCATIONAL PROGRAM ***************************** SOLUTIONS FOR QUALITY IMPROVEMENT OF BANK CREDIT TO SMALL AND MEDIUM ENTERPRISES AT ASIA COMMERCIAL BANK HANOI BRANCH BACHELOR’S THESIS IN FINANCE I would like to thank serveral for their help throughout graduate school and the completion of this thesis First of all, I am sincerely grateful for all the help and advice I received from my supervisor Dr Tran Thi Van Hoa I appreciated all the time and effort Dr Tran Thi Van Hoa put into helping, guiding and ecouraging me during the time of making this thesis I would also like to thank the lectures and tutors in National Economics University generally and Advanced Program particularly who have conveyed valuable knowledge to me during the last school years Most of all, I sincerely thank all of the staffs in Asia Commercial Bank Hanoi Branch who gave me favorable conditions, helped and guidanced in the days of internship at the bank Lastly, I would especially like to thank all my friends in Advanced Class for all their encouragement and intellectuall that has made this report possible TABLE OF CONTENTS ACKNOWLEDGEMENT TABLE OF CONTENTS ABBREVIATION LIST OF TABLES LIST OF DIAGRAMS EXECUTIVE SUMMARY INTRODUCTION CHAPTER I: GENERAL ABOUT BANK CREDIT QUALITY FOR SMALL AND MEDIUM ENTERPRISES OF COMMERCIAL BANK 1.1 Overview on Small and Medium Enterprise in Vietnam 1.1.1 Small and Medium Enterprise Concept 1.1.2 Small and Medium Enterprise Characteristics 1.1.2.1 Small-scale operations and low financial capacity 1.1.2.2 Poor management level and human resources quality 1.1.2.3 Slow technology application 1.1.2.4 Weak competitiveness 1.1.3 Small and Medium Enterprise Roles 1.1.3.1 Creating jobs and income: 1.1.3.2 Attracting free capital in the population: 1.1.3.3 Contributing to GDP and national economic growth 1.1.3.4 Contributing to economic restructuring process 1.2 Bank Credit for Small and Medium Enterprises of Commercial Bank 1.2.1 Bank credit concept 1.2.2 Bank Credit types 1.2.2.1 Based on time 1.2.2.2 Based on the subjects 1.2.2.3 Based on form of credit 1.3 Bank credit quality for Small and Medium Enterprise concept and criteria 1.3.1 Bank credit quality concept 1.3.2 Bank credit quality criteria 1.3.2.1 Credit size for SMEs criteria 1.3.2.2 Credit risk indicators 1.3.2.3 Profits from bank credit operation for SME 1.3.3 Factors affecting credit quality for SMEs in commercial bank 1.3.3.1 Subjective factors 1.3.3.2 Objective factors CHAPTER 2: REAL SITUATION ON QUALITY OF BANK’S CREDIT FOR SMALL AND MEDIUM ENTERPRISES AT ASIA COMMERCIAL BANK Hanoi Branch 2.1 Overview of ACB Hanoi Branch 2.1.1 Formation and development process 2.1.2 Organization 2.1.3 Business results 2.1.3.1 Capital mobilization 2.2.4.2 Capital utilization 2.2.4.3 Alternative activities 2.2.1 Overview of ACB Hanoi Branch’s Small and Medium Enterprise custormers 2.2.2 Legal basis of Credits Services in ACB Hanoi Branch 2.2.3 Analysis Credits Quality Criteria for Small and Medium Enterprise at ACB 2.2.3.1 Credit scales for SMES: 2.2.3.2 Risk management indicators: 2.4 Assessing the quality of the ACB Hanoi Branch’s Credit for Small and Medium Enterprises 2.4.1 Archievment 2.4.2 Limitations 2.4.3 Causes 2.4.3.1 Subjective causes 2.4.3.2 Objective causes CHAPTER III: SOLUTIONS TO IMPROVE CREDIT QUALITY FOR SMALL AND MEDIUM ENTERPRISES AT ACB Hanoi Branch 3.1 Development orientation of ACB Credit service 3.1.1 ACB General Development Orientation 3.1.2 ACB’s development orientation of Bank Credit quality 3.1.3 ACB’s development orientation of Bank Credit service for SMEs 3.2 Solutions to Improve the credit quality for SMEs at ACB Hanoi Branch 3.2.1 Build a consistent strategy and credit policy for SMEs 3.2.2 Boost of the capital mobilization activities in order to meet the needs of customers 3.2 Improvement of the quality of credit appraisal for SMEs 3.2.4 Enhancing risk management activities 3.2.5 Building infrastructure, investing in modern technology to meet the credit demand 3.2.6 Improve the quality of market research and marketing activities to promote the image bank for the public 3.3 Recommendations 3.3.1 Recommendations to the State Bank 3.3.2 Recommendations to the Vietnammese government 3.3.3 Proposals to Small and Medium Enterprises ABBREVIATION ATM Automatic Teller Machine CBs Commercial Banks ACB Asia Commercial Bank POS Point of Sale SBV State Bank of Vietnam SMES Small and Medium Enterprises LIST OF TABLES Table 2.1: ACB Hanoi Business Results 15 Table 2.2: Capitalization results of ACB Hanoi Branch over the period 16 2009 - 2011 16 Table 2.3: Credit structure of ACB Hanoi Branch in the period 2009 - 2011 18 Table 2.4: Capital efficiency of ACB Bank in the period 2009 - 2011 19 Table 2.5: Number of SMEs in credit relationship with ACB Hanoi branch in 2009 - 2011 23 Table 2.6: Credit situation of SMES in 2009 - 2011 25 Table2.7: Credit scale for SMEs 27 Table2.8: Outstanding loans structure for SMEs in term 28 Table 2.9: Capital turnover for SMES at ACB Hanoi Branch 30 Table 2.10: Situation of overdue debts for SMES 30 Table 2.11: Bad debt of SMES 33 Table 2.12: Profits from credit operations for SMEs 34 LIST OF DIAGRAMS Diagram 2.2: Capitalization results of ACB Hanoi Branch over the period 2009 – 2011 17 (Unit: Billion dong) 17 Diagram 2.3: Total outstanding loans based on time provisions 20 Diagram 2.4: Total outstanding loans by industry 21 (Unit: Billion dong) 21 Diagram 2.5: Numbers of SMEs at ACB Hanoi Branch 24 (Unit: enterprise) 24 25 Diagram 2.6 Outstanding loans for SMEs in term 28 Diagram 2.7: Overdue debts for SMES by industry 31 Diagram 2.8: Overdue debts classification for SMES .33 EXECUTIVE SUMMARY This thesis analyses the details of bank credit quality for small and medium enterprises at ACB Hanoi Branch Due to the timely supporting policies of Government as well as efforts of ACB Hanoi Branch to face with financial crisis, the quality of bank credit for SMEs has been improved negligibly since the considerable decline in 2008, but in fact, some limitations regarding scale as well as structure of credit for them are remained which need careful attention of the bank This thesis extends some suitable solutions to improve the bank credit quality to SMEs at ACB Hanoi Branch The time period for this research is from 2009 to 2011 After discussing the basic bank credit quality issues and evaluating the real situation of bank credit quality at ACB Hanoi Branch, the thesis brings out some resolutions to control the shortcomings and to strengthen the effectiveness of bank credit quality Particularly, it is recommended that the bank should build a consistent strategy and credit policy for SMEs; boost the the capital mobilization activities in order to meet the needs of customers; enhance risk management activities, build infrastructure, investing in modern technology to meet the credit demand; and enhance the quality of market research and marketing activities to promote the image bank for the Finally, some recommendations are offered for the Government, State Bank of Vietnam, and Small and Medium Enterprises in commercial banks generally and ACB Hanoi Branch particularly 36 can be summarized as the numbers of such kind of projects are often low eligibility, lacking of security asset and capital matching issue because most of mobilizing capital is short-term Secondly, although bad debt account for the small proportion of total outstanding debt and these ratios decreased in 2011 in compare with those of 2010, but the absolute number show a considerable amount which demonstrate an unsustainable credit quality for SMEs at ACB Thirdly, credit granting is not spread to all the economic sectors with the main focus on construction field while they have significant amount of overdue debt which affect to the general credit quality of the bank Diversify to other field not only help bank reduce risks but also constitute to the all-sized strength for economic development 2.4.3 Shortcoming • Weak customer policies: The fact that many banks have their names associated with financing for SMEs activities such as Bank for Investment and Development of Vietnam, Vietnam Bank for Industry and Commerce and recently, Saigon Commercial Bank, Techcombank and several other banks have been exclusive funding programs for the SMEs For example, the program “Supplementation of working capital loans for SMEs” of Saigon Thuong Tin Commercial Bank, the program SMEFP I, II of Military Bank ,etc These such barriers are quite struggle for ACB in credit activities • Unfocused credit process and procedures: applied to all types of businesses that is to say not distinguish between ownership, firm size Thus, the small size loans is not granted due to time-consuming, appraisal cost • Tight mortgage assets policy: strict requirements of security properties have extremely limited SMES in accessing to bank loans, especially the demand for medium and long term If security asset is real estate, then it is difficult in recovering and trading due to issues of ownership papers While security property is 37 movable asset, then they are often production lines and equipments which are already outdated or inventory, therefore it is difficult for evaluation and reselling.Furthermore, ACB is a new banking then the relationship with the SMEs has not developed deepthly, so the importance of security properties in the review process is very important, then again security asset become the main obstacle for SMEs in accessing sources of funds at ACB • Data insufficiency: That incomplete, inaccurate or subjective data increases the risk of incorrect assessment of the effectiveness of customer and project plans The reasons for that are the limited ability in collecting socialeconomic and enterprise information which is necessary for appraisal process A channel can be an useful reference is the Credit Information Center of State Bank, but the information is not regularly updated or incomplete, especially for new enterpisest 38 CHAPTER III: SOLUTIONS TO IMPROVE CREDIT QUALITY FOR SMALL AND MEDIUM ENTERPRISES AT ACB HANOI BRANCH 3.1 Development orientation of ACB Hanoi Branch Credit Service 3.1.1 ACB’s development orientation of Bank Credit quality - ACB‘s target is “Becoming one of the leading commercial bank of Vietnam." To achive that, ACB has built their own long-term development strategy from the early start-up period ACB "Commitment to Success":  Improving service quality with the objectives “giving a better life” + Improve toward service, customer-oriented and personalized transactions culture + Expand rapid response and mobile banking services + Impose advanced technologies to improve service quality + Establish transaction processing center + Establish customer service centers  Development and improvement of risk management system: + Develop and apply a focused, independent and comprehensive risk management system to monitor the types of credit risk, liquidity risk, market risk, operational and systems risk most effectively and objectively + Construct manual credit follow international practice and implement support systems to strengthen credit management activities and maintain asset quality + Apply credit scoring system 39 + Develop and implement information management systems on the basis of international accounting standards 3.1.2 ACB’s development orientation of Bank Credit service for SMEs With the object to become one of the leading commercial bank in Vietnam, ACB Bank has broaden their customers, diversified lending products especially concentrated on the Small and Medium enterprises and consumer loans ACB Bank has developed the following guidance for SMEs  Advancing qualified outstanding loans, creating approval conditions for lending to SMES, trying to limit overdue debts and implementing strong measures to handle and recover outstanding debts which develop a healthier bank credit quality for SMES  Raising the proportion of loans for SMES compared to total loans at rate of 75%, especially the propotion of long and medium term to help SMES in improve of equipment, improvement of product quality  Looking for new SMES customers, focusing on training staff, estimating and searching for investment opportunities, consulting business plan for SMES, strengthening the marketing and customer-focused strategies  Commit customers obey procedure: Clients with acceptable condition, reputable credit relationship, no bad debts or Overdue debt, no unpaid interest will be granted credit needs quickly and promptly, with the preferential interest rate, loan term as well as debt collection period Qualified customers will be provided with preferential deposit rate, lending interest and service fees under the provisions in specific periods Those customers who have a good long relationship with bank will receive lower requirement in level of equity capital and collateral for the project loan 40  Searching and evaluating for SMES with Overdue debts in case that their projects are really effective to extend credit, collect debt and create long-term relationships with customers  Dynamicly taking changes in market interest rates to build a flexible interest rate policy, preferential interest rates appropriate for every customer, particularly for customers who have big loan and deposit balances  Keeping on foster measures to raise and manage effectively capital, apart from using low interest rates deposits to facilitate lower lending interest rates  Expanding the savings network to minimize idle capital the most and ensure enough mobilization capital to meet the credit needs On the whole, with these excelent customer policies, ACB Bank will acquire a large number of customers with efficient production and business activities, high growth and rapid development which provide long-term success for the bank, confirmed the slogan "be not the first, but be best." 3.2 Solutions to Improve the credit quality for SMEs at ACB Hanoi Branch 3.2.1 Build a consistent strategy and credit policy for SMEs  Place potential customers are Small and Medium enterprises who mainly operate in the field of commercials, services and and industrials to provide products and services to the whole economy  Define in credit policy - The proportion of credit outstanding for SMEs in the total outstanding loans - The credit structure by industry, area to mitigate the risks to diversify risks 41 - The proportion of medium and long term loans for SMES that ensure both safety credit  Aim on customer capacity - Giving preferential policies for enterprises with effective operations, , long-term stability picture and traditional relations with the bank - For customers with short difficulties in business, the bank could consult clients on market issues, finance and support regarding capital investment to help them quickly get over difficulties - Discovering and giving suitable treatment for customers with continuous ineffective business results and having intention of capital appropriation -Organization of risk management through improving procedures, operations, determining management scales and diversify risks measures, setting up provision for loans loss, collaterals 3.2.2 Boost of the capital mobilization activities in order to meet the needs of customers Mobilization of capital is vital to the survival and development of banks which has been adopted various criteria for evaluation of effectiveness The mobilized capital must meet the requirements for lending, be raised at the lowest cost consistent demand for maintaining the stability of money growth and capital raising In mobilized deposits can say is the most important customers, banks also make the development of debt instruments to raise capital so effective Measures can be implemented:  Fully defining in time of the change in capital source structure, rotation speed of each type and analyse the change of scale to classify customer type 42  Planning capital resouces match with required demand for loans, investment for each period besides finding new alternative sources  Building effective interest rate policy and scrutinize the factors affecting interest rates  Increasing stable capital like deposits while decreaseing borrowing from interbank and other institutions because deposit has largest scale and lower cost  Further developing traditional debt instruments (i.e time and saving deposit) and new tools ( certificates of deposit, ATM ) by innovation of ATM system and the Point of Sale (POS) systems Compared to other banks, the ATM, POS system and other card products of ACBBank may not be familiar, therefore causing difficulties for customers to withdraw money and make payment while the payment not using of cash are developed powerfully at this time  Building highly atractive policy to encourage long-and-medium term deposits to match demand of long term loans required by enterprises because the State Bank of Vietnam allow credit institution lend only 40% of short-term capital for long-and-medium loans 3.2.3 Enhancing risk management activities Effectively exploiting the information in credit operations, providing consulting services to clients, tightening and complying with credit procedure, improving the credit scoring system, using credit derivative instruments, improving the quality of analysis and customer evaluation and loan scheme, expanding secured loans, performing credit risk diversification, enhancing the role of internal control and inspection, handling of overdue debts and bad debts 3.2.4 Building infrastructure, investing in modern technology to meet the credit demand ACB should advance the equipment and the software application programs for the evaluation and credit management Besides, the training should be deployed 43 more widely in order to create conditions for improving staff qualifications and ability to adapt to advanced equipment and technology In particular, ACB should improve “The internal grading system" -which score credit of customers and quantify credit risk that banks will have to face and control- to a higher standards and more effective by focusing on the financial and non-financial parameters of each customer as well as the development trend of the economy in general, regularly updating to ensure accurate reflection of factors constituting the credit risk in each period 3.2.5 Improve the quality of market research and marketing activities to promote the image bank for the public Currently there are over 150 thousand small and medium enterprises of all industries are conducting business and this number is constantly increasing in the next few years Foreseeing this situation the bank needs to better organize the process of market research by establishing the market research department which provides in-depth credit information to for customer relationship department Market research includes three main tasks: macro research (social -economic conditions, market price ), the banking market research , and the business situation of the enterprise business research Another activity that bank should take to expand the SMEs market is public relationship: - Enhancing the publicity of products that banks offer to help customer understand about bank’s operations, mechanisms and credit policies which promotes the bank's credit activity in a sustainable way - Actively seeking customers, making customer classification for selection of target customers, from which banks offer specific solutions and strategies focus on customers that create a differentiation for bank to attract more target customers - Strengthening competitiveness by creating product differentiation Banking products is intangible asset, then it is very difficult to make a difference because of rapid imitation issue Therefore, the bank should continuously innovate products and services in demand of customers and matching with socio-economic environment, through which increasing of bank competitiveness 44 3.3 Recommendations The banking sector is one of vital industry which plays an indispensable role in the development of national economy; this sector also contains many hidden risks related to the financial system, affecting the development of safety and national stability Therefore, this area is always supervised and closely managed by the Government, in particularly by the State Bank Therefore, the development of the bank not only depends on the efforts of banks but also depends on the actions and guidance of the State Bank and other related ministries Here are some recommendations for these agencies to expand credit activities associated with credit quality control of commercial banks 3.3.1 Recommendations to the State Bank State Bank needs to improve more quickly the legislation on the activities of banks to create uniform and equality legal environment, for all types of enterprises can access credit capital effectively State Bank need to avoid discrimination between different types of enterprises, especially difficult for the SMEs -Credit Information Center of the State Bank (CIC) should develop further its role in providing information fully, promptly and accurately CIC need to incorporate tightly with commercial banks to fully exploit information about customers Thus, commercial banks can have enough information to determine the exact loan and debt collection - The State Bank should have its own mechanism for lending to SMEs to match the movement and demonstrate the important role of this type of enterprises in the economy as well as apply different interest rate for overdue debt - The State bank should strengthen the inspection and control banks and other credit institutions to detect and correct errors promptly and prevent possible loss Accurate, quick and efficient activities not only increase operational efficiency of banks, also promote the competitiveness of Vietnam's banking system in the future 3.3.2 Recommendations to the Vietnammese government 45  Complete policies to SMEs Until Government issued decree 90/2001/NĐ-CP, support activities for SMEs develop strongly reflected the rapid growth in both quantity and quality of SMEs it also means creating opportunities to invest capital and lending services in SMEs, but in reality the distance and the success of the lending SMEs is very limited To solve these problems, the Government should continue to reform institutions for SMEs - Investment policies: Areas where SMEs focuses mainly are commercial and llife service, and little industry The State should adopt policies to encourage enterprises towards industrial investment There should be incentives for traditional industries It should promulgate documents guiding investment laws, guiding and spreading for SMEs and disclosure investment incentives policies -Land policies: state should have land policies and support the production site, ensure the basis for land leasing and delivering Also edit ordinance on registration of security transactions, thus facilitate SMEs to complete the procedures of mortgage loans from banks - Tax Policy: There should be preferential tax policies for new-founded SMEs, thus promote the potential of it When tax rates are too high, the SMEs tend to evade paying tax by taking advantage of gaps law - In addition, the State should perform thorough, uniform accounting statuses for SMEs, there are many businesses used many accounting systems to calculate, and has its own system of loans at banks The State should consider revising the accounting regime to suit the requirements and the level of management of SMEs, to create conditions for enterprises to make public the financial condition annually, thus consolidating and creating trust for partners in business relationships - Develop unified information system on SMEs, which helps banks improve business process testing, as well as provide information for funders and managers 46  Encourage banking activities Governments should promulgate and perfect the institutions to create comfortable environment for banks to develop and enhance their competitiveness in the overall market and market segments of SMEs in particular, thus meeting the requirements of the international economic integration process, especially when Vietnam becomes an official member of the World Trade Organization WTO 3.3.3 Proposals to Small and Medium Enterprises To access with credit sources from banks in a timely manner, SMEs themselves must also take steps to remedy the shortcomings in order to improve trust and reputation with the bank Firstly, improve the business management of SMES, in particular the leader of company In addition, the level of officers and employees in these enterprises also need to enhance which help them quickly absorb new technologies, increase labor productivity, provide higher production efficiency, and certainly bring trust to the bank Secondly, the SMES should develop investment projects, business strategies in line with management capacity, capital, technology and human resource, especially in the situation of integration today, they must have plans to raise capital in different ways, actively approach and find out the bank's services, expand market research and marketing to step by step expand into external market Thirdly, The SMES need to gradually develop a reputation with proved business capacity and efficiency of capital using, such as enhancement the capacity of management and operation, compliance with standard and transparency of financial accounting, production and doing business as prescribed by law, innovation from awareness to practice on any industry to confirm the credibility of SMES with the bank Fourthly, internal control system should be established and maintained effectively and efficiently Internal control system is first controlled threshold which ensure safe operations They are the processes, governance principles, processes and procedures, organization principles and jobs distribution in the business 47 administration The second and third control thresholds are internal auditing and outside auditing Fifthly, small and medium enterprise should initiative in raising equity to ensure the loan safety as the requirements of bank regarding equity and security assets Besides, SMEs ought to actively seeking guarantee and supporting from Vietnam Small and Medium Enterprises Association to easily access with bank credit Sixthly, during the deep and wide economic integration, SMEs need to enlist the help of the authorities to obtain information and improve understanding of international trade laws, expanding into relevant and prospective market, to raise self-awareness their own competitiveness as well as reputation over the world 48 CONCLUSION Nowadays, in the context of continuous development, then the issue of credit quality is more and more and more important Improving credit quality for Small and Medium Enterprises become one of the most concern of any commercial bank in general and ACB Hanoi Branch in particular, because the credit quality affect to the business result of not only enterprises but also the bank itself, furthermore, bank credit also drive the economic development through providing environment for effective operations of enterprises Over the years, ACB Hanoi Branch has confirmed its roles in the development process and contributed to the production expansion of enterprises In general, the policy, mechanisms and practice are in line with the monetary policy of the State Bank The bank has overcome difficulties to meet the capital requirements of the SMEs Besides, the bank also focuses on the inspection and approval before deciding to grant credit, monitoring loans to limit credit risk and security for loans Therefore the credit quality of the bank is constantly improving However, there are some existing limitations in credit quality of the bank, in particular, the outstanding loans remains low compare with the mobilization fund, besides, the credit structure is toward short-term loan which is not totally match the demand for long-term capital of enterprises, apart from that is the problem of loan security procedure that also cause difficulty for bank in accessing bank credit Therefore, through the research and analyze the current situation of credit quality for SMEs at ACB Hanoi Branch, I gave some solutions to address shortcomings and improve the credit quality for SMEs which also contribute to the development of the country 49 Due to the limitation regarding time, knowledge and experience, then shortcomings and mistakes are inevitable All comments to make a better thesis are welcome I also want to say many thanks to my lecturer Dr … and my direct instructors at ACB Hanoi branch for their great enthusiastic and helpful contribution REFERENCES Vietnamese: Ngân Hàng Thương Mại Cổ Phần Á Châu chi nhánh Hà Nội Quy trình phân tích tín dụng (2011); Báo cáo tài năm 2009, 2010, 2011; Báo cáo hoạt động Tín Dụng năm 2009, 2010, 2011 Hồ Diệu, Lê Thẩm Dương, Lê Thị Hiệp Thương, Phạm Phú Quốc, Hồ Trung Bửu, Bùi Diệu Anh (2001) Giáo trình Tín dụng Ngân hàng.Hanoi: Nhà xuất Thống Kê Nguyen Minh Kieu (2008) Hướng dẫn nghiệp vụ cấp tín dụng thẩm định tín dụng.Hanoi: Nhà xuất Thống Kê Phan Thị Thu Hà (2007) Ngân hàng thương mại Hanoi: Nhà xuất Đại học Kinh Tế Quốc Dân English: Perter S.Rose & Sylvia C Hudgins (2008) Bank Management & Financial Services New York:The McGraw-Hill Thompson, Strickland & Gamble (2010) Crafting and Executing Strategy New York:The McGraw-Hill Tracy L Penwell (n.d) The credit Process: A guide for small business owners Federal Reserve Bank of NewYork USAID-Funded Economic Governance II Project (2006) Credit Process Credit Workshop - Intermediate (pg 01-06) BearinACBoint Website: - http://en.wikipedia.org/ - http://siteresources.worldbank.org/INTFR/Resources/Improving_Acce - ss_To_Credit_for_SMEs_An_Empirical_Analysis.pdf http://guidebook.dcma.mil/27/guidebook_process.htm http://siteresources.worldbank.org/INTFR/Resources/Improving_Acce - ss_To_Credit_for_SMEs_An_Empirical_Analysis.pdf http://tutor2u.net/business/accounts/main_ratios.htm ... quality of bank credit for Small and Medium Enterprises at ACB Hanoi Branch Chapter III: Solutions to improve the quality of bank credit for Small and Medium Enterprises at ACB Hanoi Branch CHAPTER...  What is bank credit quality?  What are the issues of bank credit quality at ACB Hanoi Branch?  What are solutions and recommendations for bank credit quality at ACB Hanoi Branch? Research... as well as to meet customer needs CHAPTER 2: REAL SITUATION ON QUALITY OF BANK? ??S CREDIT FOR SMALL AND MEDIUM ENTERPRISES AT ACB BANK 2.1 Overview of ACB Hanoi Branch 2.1.1 Formation and development