Nâng cao hiệu quả kinh doanh dịch vụ tài chính bưu chính của tổng công ty bưu điện việt nam

ĐẠI HỌC QUỐC GIA HÀ NỘI KHOA QUẢN TRỊ VÀ KINH DOANH - TRẦN ĐỨC TRUNG IMPROVEMENT THE EFFICIENCY OF POSTAL FINANCE SERVICE OF THE VIETNAM POST NÂNG CAO HIỆU QUẢ KINH DOANH DỊCH VỤ TÀI CHÍNH BƯU CHÍNH CỦA TỔNG CÔNG TY BƯU ĐIỆN VIỆT NAM LUẬN VĂN THẠC SĨ QUẢN TRỊ KINH DOANH Hà Nội - 2017 ĐẠI HỌC QUỐC GIA HÀ NỘI KHOA QUẢN TRỊ VÀ KINH DOANH - TRẦN ĐỨC TRUNG IMPROVEMENT THE EFFICIENCY OF POSTAL FINANCE SERVICE OF THE VIETNAM POST NÂNG CAO HIỆU QUẢ KINH DOANH DỊCH VỤ TÀI CHÍNH BƯU CHÍNH CỦA TỔNG CÔNG TY BƯU ĐIỆN VIỆT NAM Chuyên ngành: Quản trị kinh doanh Mã số: 60 34 01 02 LUẬN VĂN THẠC SĨ QUẢN TRỊ KINH DOANH NGƯỜI HƯỚNG DẪN KHOA HỌC: TS TRỊNH NGỌC HUY Hà Nội - 2017 DECLARATION The author confirms that the research outcome in the thesis is the result of author’s independent work during study and research period and it is not yet published in other’s research and article The other’s research result and documentation (extraction, table, figure, formula, and other document) used in the thesis are cited properly and the permission (if required) is given The author is responsible in front of the Thesis Assessment Committee, Hanoi School of Business and Management, and the laws for above-mentioned declaration Date: October, 18, 2017 i ACKNOWLEDGEMENT I have gained huge knowledge, skill and insights from my MBA course The course raises my capacity of administration and management up to the next level I am now very confident in my position of management I would like to extend my sincerest thanks and appreciation to all those who have made this Thesis to be possible I woud like to express my great gratitude to my supervisor Trinh Ngoc Huy for him useful comments, remarks and engagement during my process of doing this master thesis Sincere thanks are extended to the Faculty of International Training Vietnam National University, Hanoi for equipping me with huge knowledge and skills through various interesting and practical subjects I also would like to thanks my classmates for their friendship and reciprocal encouragement to make our class time to be unforgettable time Lastly, I would like to give my great thanks to my husband, my kids, and my family who always standby me during the past two years and encourages me to keep moving from the beginning of my study ii SUMMARY Summary of the results On the basis of synthesizing theoretical issues on improving the efficiency of postal finance service business, the author applied the research on this activity at Vietnam Post The research result shows that despite positive performance in production and business activities such as in creasing general business and financial services business of the Corporation in particular; The workforce is constantly increasing in quantity and quality towards rejuvenation; The technology system has been synchronously invested; Marketing activities are focused on the annual investment budget increasing gradually ; However, the business activities of the Corporation still have many constraints to overcome: the number of older workers still occupy a large proportion; The level of staff at the Corporation is not commensurate with the development of the sector; The number of laborers working on a seasonal basis and signing contracts mainly occupy the contract; The software, information system developed still remain a lot of inconsistencies in the hardware environment, etc The research results also show the main cause of the shortcomings in the business activities of the Corporation which are Service quality is not high; The number of products and services is not high, Human resources are low; Marketing activity has not been promoted The proposed solutions by the author are: Diversify products, improving the quality of human resources, marketing promotion, product quality improving Applicability in practice In the increasingly competitive economic environment, improving business efficiency is always a goal that businesses aim to maintain their position in the market The more businesses want to expand their market share, the more sustainable they must improve their business performance This is also the reason that the research problem of improving the business efficiency in general and postal financial enterprises in particular becomes an urgent issue, suitable for development needs, competition of the business iii In addition, the postal finance service is a new type of service that has been expanded by Vietnam Post and Telecommunications Corporation, but it is also the most successful service of the Corporation However, over the past time, the postal finance business of Vietnam Post Corporation is still very limited, separated, small scale, poor financial services Therefore, with the research results of the author, we hope to contribute to orienting the improvement of the Corporation's business performance With objective and reliable results that the author has made, I believe that the recommendations made by the author will be highly practical, suitable for the corporation's financial services business This will be a good time to improve Vietnam Post's competitiveness and expand market share in the near future Further research orientations If there are further research conditions, the author hopes to undertake further research on improving business performance The author will conduct further research on the business situation of other postal financial services to draw out the strengths and weaknesses of these enterprises On that basis, we can measures and improve the efficiency of business operations of Vietnam Post In addition, if there are further research conditions, the author will conduct a feasibility assessment of the proposed solutions to select the most suitable solution for Vietnam Post iv LIST OF ACRONYMS VNPost Vietnam Post Corporation VNPT Vietnam Posts and Telecommunications Group PF Postal finance PTI Post Insurance Joint Stock Corporation WTO EU APEC ASEAN Association of Southeast Asian Nations GATS General Agreement on Trade in Services 10 GDP Gross domestic product of goods and services 11 QD Decision 12 TTg Prime minister 13 GP License 14 NSI National Savings Organization 15 BCVT Post and Telecommunication 16 BTTTT Ministry of Information and Communication 17 AVG World Trade Organization European Union Asia-Pacific Economic Cooperation Forum An Vien Television Equipment v TABLE OF CONTENTS DECLARATION i ACKNOWLEDGEMENT ii SUMMARY iii TABLE OF CONTENTS vi LIST OF TABLES ix LIST OF FIGURES AND CHARTS x INTRODUCE CHAPTER 1: THE RATIONALE FOR POSTAL FINANCIAL SERVICES AND IMPROVING THE EFFICIENCY OF POSTAL FINANCIAL SERVICES 1.1 Overview of postal financial services 1.1.1 Basic concepts 1.1.2 Characteristics of postal financial services 1.1.3 Types of postal financial services 11 1.1.4 The role of postal financial services in the economy 14 1.2 Improving the business efficiency of postal financial services 16 1.2.1 Concepts 16 1.2.2 The need to improve the efficiency of postal financial services business 17 1.2.3 Improving business efficiency of postal financial services 18 1.2.4 Criteria for assessing the effectiveness of postal financial business 24 1.2.5 Factors affect the efficiency of postal financial services business 27 1.3 Experience of improving the efficiency of the financial services business of some company, the post and Telecommunications Corporation in the world Lesson for Vietnam 31 1.3.1 Experience of China Post 31 1.3.2 Experience of Japan Post 32 1.3.3 Experience of India Post 33 1.3.4 Lesson for VietNam 33 vi CHAPTER 2: THE SITUATION OF IMPROVING THE EFFICIENCY OF POSTAL FINANCIAL SERVICES BUSINESS IN VIETNAM POST CORPORATION 35 2.1 Profile of Vietnam Post Corporation 35 2.1.1 Introduction ofVietnam Post Corporation 35 2.1.2 Business lines 37 2.1.3 The The organization of Vnpost 38 2.1.4 Results of postal financial services business at Vietnam Post Corporation 41 2.2 To improve the efficiency of postal financial services business at the Vietnam Post Office 43 2.2.1 Human resource 43 2.2.2 The information system 47 2.2.3 Marketing activity 49 2.2.4 Technology 52 2.3 Analysis of business efficiency of postal financial services in the period from 2013 to 2015 54 2.3.1 Efficiency of human resources usage 54 2.3.2 Efficiency of capital usage 56 2.3.3 Overall efficiency 57 2.3.4 Social – economic efficiency 59 2.4 Evaluation activities to improve the efficiency of postal financial service business at Vietnam Post 60 2.4.1 Performance 60 2.4.2 Limitations and reasons 62 CHAPTER 3: PROPOSED SOLUTIONS TO IMPROVE THE EFFICIENCY OF POSTAL FINANCIAL SERVICES BUSINESS AT VIETNAM POST 64 3.1 Business orientation and direction development of Vietnam Post in the period from 2016 to 2020 64 3.1.1 Business orientation 64 3.1.2 Direction development 65 vii 3.2 Proposed solutions 66 3.2.1 The basis of proposed solution 66 3.2.2 Diversified service products to increase sales 67 3.3 Recommendations 78 3.3.1 Recommendations to the State 78 3.3.2 Recommendations to the Ministry of Finance 79 CONCLUSIONS, LIMITATIONS AND SIGNIFICATIONS OF THE STUDY 80 REFERENCES 82 QUESTIONARE 83 viii necessary to research and develop other types of value added services on the basis of money transfer and capital transfer services Present Another large part of the population is those working in foreign institutions, foreign investment joint ventures, and some high-income industries such as oil and gas, post offices, aviation, and business owners Private and state-owned enterprises are concentrated in Hanoi These are people who have a stable income, have regular demand and conditions to supermarkets, stay at hotels, It is clear that this is a group of major potential customers with a growing tendency that we need to focus on exploiting when offering postal finance services services as well as the forms New electronic payment Foreign customer groups, including residents and foreign investors in Hanoi, experts from organizations in Vietnam and non-residents such as Overseas Vietnamese, Foreign tourists come to Hanoi market and foreigners come to work in Hanoi This object needs to use real services and quite a large number, on average per million people per year This customer group is often used services of foreign banks However, VNPost still needs to pay attention to this customer group to promote postal finance services and e-commerce services The group of students who are students of universities and colleges who are trained in information technology and Internet in the school, will also be the potential customers for VNPost when introducing postal finance services services and forms new electronic payment Other client groups are officials and workers working in export processing zones and industrial zones with the need to send money regularly to their families The infrastructure in these areas is modernly invested, so there are many advantages to developing post offices with various types of postal finance services services in this area In summary, VNPost needs to analyze specific details of population classes and foreign and local residents and non-residents in the area in order to find potential groups and thereby take measures to promote the form of marketing is appropriate so that potential customers will actually become customers of VNPost Complete and develop distribution channels Improve the efficiency of direct sales channels 73 Direct sales channels are commonplace in the sales organization of VNPost in general and in the provision of postal finance services in particular There are many reasons to maintain a direct channel as it is service specific, as the technology level of the service is not high enough to unify the quality of service at all points of delivery However, to achieve optimum performance from direct sales channels, VNPost needs to make adjustments according to the following recommendations: Firstly, reviewing and reorganizing the post office system: Currently the post offices providing the services of VNPost are divided into levels (level 1, level and level 3), including some post offices inefficient operation, low turnover (turnover of all post and telecommunications services is less than million Viet Nam Dong / post office / month) Therefore, VNPost needs to classify these post offices and plan to switch to a service agent or abolish the post office The second is direct sales organization at the customer address By providing postal finance services, direct sales at customer addresses can be made through the form of receiving or delivering services at the address requested Currently, service delivery is largely done at the VNPost transaction counters This, on the one hand, reduces the competitiveness of Postal finance services (which have the need for safety, convenience and confidentiality in terms of receiving or counting money from customers), and yet have not yet taken advantage of it The strength of the postal staff, escorts experienced in managing the area of VNPost From another angle, service offerings also need to be implemented at customer addresses in parallel with the new service development policy For example, for collection services, due to the fact that the target customers of this service are organizations with a special purchasing decision process, VNPost should apply different sales strategies, Product introduction at the address of the customer Distribute through agency For some services with suitable conditions for distribution through agents, VNPost should focus on developing this form, specifically as follows: - Money transfer service: Money transfer service with simple design characteristics and widely used objects are suitable for receiving and sending via agents or commune post offices At present, the rate of agent and commune cultural post office to open Money Transfer service is still low On the other hand, VNPost 74 found that the money order issued and paid through agents and commune cultural post office has too many errors occurred In order to overcome this situation, VNPost needs to simultaneously implement two measures to strengthen the obligation of providing services and organize the training, fostering and support of this force in the provision of services - Postal Life Insurance: insurance services with a high degree of contact between the seller and the buyer on issues such as insurance benefits, fees payable, conditions of enforcement On the other hand, this is also the result of the fact that the number of agents and the effectiveness of insurance companies in Vietnam before VNPost such as Prudential, Bao Minh, and AAA have been in effect Therefore, VNPost needed to set up a life insurance sales agent team in order to rapidly increase the number of insurance contracts signed in the first step into this market in Vietnam Life insurance agents earn commissions based on the number and sales of contracts they sell - Non-life insurance agent service PTI: This new service penetrates the postal market in the end of 2008 so VNPost needs to deploy its services to agents, post offices, collaborators, commune culture to increase the number of contracts, printing contributed to increase revenue for businesses Promote promotion activities In order to ensure an effective mixed promotion policy, VNPost should enhance the effective use of trade promotion tools for POSTAL FINANCE SERVICES services as follows: + Advertising The goal of advertising the Postal Financial Services is to encourage customers to try and use more services, contributing to the image-building VNPost is a market leader In order to effectively advertise postal finance services, VNPost should select and flexibly use the advertising media as follows: + Television Advertising on television will provide the ability to reach a large audience, a wide range of images and sound, and attract the attention of the public However, cooperation with central or local television is something that should be considered 75 and should be decided separately for each service or group of services For example: target customers of this service are individuals and households with small idle funds need to advertise on central television channels in large audience programs As for the money transfer service, statistics show that up to 70% of this service is concentrated in cities and towns, so only advertising on this service on local television Way to significantly reduce advertising costs + Website The website of VNPost needs to be constantly updated, updated and full information about Postal Financial services that customers are interested such as rates, time indicators, service providers, phone number in additions, information about services should be updated promptly and fully on the website of the provincial post offices + Advertising on packages, professional publications VNPost 's Postal Finance Service is one of many services VNPost provides to its customers The number of daily business publications that VNPost customers receive or use is very large, VNPost needs to utilize to advertise their services including Postal Financial Services + Send mail directly Direct mail allows the delivery of advertising messages to the target audience With the form of direct mail, VNPost is very strong with the mass postal staff, daily delivery of mail and newspapers to customer addresses Through the provision of other postal services, VNPost can refine its customer base to ensure focus on the targeted customer group (Eg target customers for collection services, For large scale businesses, VNPost will send promotional letters along with the types of newspapers that will be distributed to this audience such as Business Newspaper, Gazette, People Newspaper ) It can be said that when using the form of direct mail, VNPost almost cost nothing more than the cost of editing and printing these letters + Promotion Promotion with certain characteristics appropriate to the specific stages of development of postal finance services products and services Under its conditions, 76 VNPost 's promotions decisions need to pay attention to efficiency and savings, only promotion, gift giving with the purpose of introducing new products or sales growth Sell for a certain period of time, not promotional, presents rampant + Public relations Public relations, an indirect promotion tool aims to build a good image in the public eye about the business and its services Because postal finance is intangible and judged to be subjective, public relations is important to promote the use of word of mouth for business and services VNPost can participate in sponsoring sporting, economic and cultural events through which to build its good image to the public The public needs to feel about VNPost 's Postal finance services as safe and for their benefit At present, there is a virtue of VNPost in building trust of customers that have not been focused on exploiting, that is: when customers send money through services, the probability of risk is zero (because Postal Savings Company is the only enterprise that does not have to buy deposit insurance as it does for banks because the source of funds is completely transferred to the government.) + Direct sales Direct selling is an important component of a mixed media strategy A two-way communication is a direct interaction between the customer and the seller through which the seller learns, explores and responds to the different needs of the customer Direct selling needs to be done in a reciprocal relationship with other marketing tools, such as product policies or pricing policies In the coming time, with the proposed product policies, a series of new Postal finance services will be born and the target customers are businesses For these customers, the direct selling method is the most effective method Vnpost's sales staff will search for potential customers and make contact with customers, listen to requests or feel from customers about the quality of service, the technical requirements of Services and prices for services designed to tailor the service to each customer 3.2.2.3 Improve service quality - Modernizing the process of providing postal finance services from the stage of receipt, delivery and delivery Only in the process of modernization means the 77 use of computerized, automated and computerized means in the operation of the New Postal Finance can produce the same quality products - Finalizing and standardizing service quality norms to suit the current conditions of production and business activities, ensuring convenience to customers, promptly, safely, closely and accurately - Ensure the quality of operation of the entire postal finance services network at all post offices involved in the provision of postal finance services Strengthen inspection, control, increase the reserve ratio to be ready to rescue when the incident occurs, arrange suitable labor for each service - Improve service quality at transaction points with customers; - Training human resources including transactors and posters on communication skills, service and marketing skills Improve the professional qualifications of officers and transactors, postal technicians, and timely incentive and reward mechanisms for good and responsible persons Improve the attitude of civility, courtesy, enthusiasm, with customers 3.3 Recommendations 3.3.1 Recommendations to the State - In order to accelerate the process of international integration, the Government shall promptly study and formulate a comprehensive strategy on the development of Vietnam's financial services market, quickly perfecting the legal framework to create conditions Favorable legal framework for the development of postal financial services - Study to adjust the operational model of the Postal Savings Service to suit the ability to mobilize capital from the population and require the efficient use of this source of capital by issuing banking license for The corporation creates favorable conditions for the Corporation to make full use of this capital mobilization channel for development investment - The State should have policies to manage the prices of all types of postal financial services, such as fees for insurance services, financial consultancy, payment fees, securities investment consultancy fees etc Set ceiling prices for each type of financial services 78 - Stabilizing the socio-political environment and economic growth, stabilizing the national currency Economic growth, income growth and currency stability are important conditions for individuals and organizations to select investment paths, convert savings into investment, create a boiling market For the expansion and development of financial institutions including vnpost - Create a healthy market and competitive environment POSTAL FINANCE SERVICES service providers such as vnpost are defined as non-bank financial intermediaries, which are an integral part of the national financial system, so it must be treated equally Other financial intermediation The State Bank and the Ministry of Finance should consider the risk mitigation in vnpost's activities in which the creation of a favorable environment for the company to develop the market 3.3.2 Recommendations to the Ministry of Finance In order to ensure the efficient operation of postal savings, the Ministry of Finance shall promptly notify the monthly interest rate for mobilizing Government bonds to the Development Bank and the Social Policy Bank as a basis Calculate the savings interest rate of the Postal Savings with these two organizations - The State Bank and the Ministry of Finance should have other supporting solutions In addition to issuing regulations and conducting close monitoring of the operation of TKBD services, the State Bank of Vietnam and the Ministry of Finance should have policies and solutions to support the development and effective operation of vnpost , Helping to improve the non-bank financial intermediation 79 CONCLUSIONS, LIMITATIONS AND SIGNIFICATIONS OF THE STUDY Conclusions Postal financial services take an important role in the socio-economic development of our country Postal financial services are continuing to be researched by various levels, sectors, enterprises, individuals at the central and local levels, many researches, topics and articles continue to be mentioned To these issues Especially in the context of Vietnam's continued deep integration into the world economy, postal financial services are one of the leading sectors in opening up integration With a wide range of research is really a difficult subject for the author However, with the desire to study deeply and make certain contributions to the socio-economic development as well as the development of the Corporation in the field of work, the author tried to synthesize, divide Integrate theoretical and practical issues that are taking place in the current context for postal financial services at the Vietnam Post Corporation Accordingly, the main content of the thesis consists of the following fundamental issues: Firstly, the theoretical system of postal financial services, focusing on theoretical issues related to the enhancement of business efficiency of postal financial services and the evaluation criteria Efficient business type of this service Secondly, the study clarifies the basics of the post-postal service performance of postal services in Vietnam Since then, we have introduced the limitations and achievements of this service business in the Corporation Third, propose some solutions and recommendations to improve the efficiency of postal financial services business of the Vietnam Post Corporation in the coming time During the course of the thesis, the author has been trying very hard to achieve the desired purpose of researching the topic However, due to the wide scope of the research, as well as some other limitations of the author himself should be sure the results of the subject still many shortcomings The author wishes to receive comments from teachers, experts, colleagues and those who are interested in this field so that the topic is more complete and practical with the reality of the development of the epidemic Postal finance service at the Vietnam Post Corporation 80 Limitations Thesis still has some limitations on theoretical and practical, because the comments and conclusions are subjective of the author In addition, the authors have not assessed the feasibility of the proposed solutions nor have access to the business situation of the postal financial services providers to compare with the Vietnam Post Company Significations The research results of the author will be a valuable reference guide in improving the efficiency of business operations of the Vietnam Post Corporation The objective, reliable results, the author believes that the recommendations and suggestions that the author put forward will be highly practical, appropriate situation of postal financial services of the Corporation at the time At present, and will also support the enhancement of competitiveness and expand the market share of Vietnam Post in the future 81 REFERENCES Ababsa & Meriem (2013), Worldwide Landscape of Postal Financial Services : Asia Region, Washington, DC Dr Farah Abdallah & DrYuliyaShakurova (2012), Measuring postal e-services development, Universal Postal union 01/2012 Gonzalez d'Alcantara, Paul H Dembinski and OdilePilley (2011), Postal financial services, development and inclusion: Building on the past and looking to the future, Papers SES No.45 Guislain P (2004), The postal sector in developing and transition countries: Contributions to a reform agenda Washington, D.C.: World bank Henricson, M & Levin, J (2011), Service and competition 2011: The postal services market in Sweden Stockholm: Swedish Post and Telecom Agency José Ansón and Matthias Helble (2014), Development strategies for the postal sector: an economic perspective, Eburon Academic Publishers Le Thi Hong Yen (2011), Solutions for developing postal financial services of the Vietnam Post Solutions to improve business efficiency of postal financial services in the context of international economic integration, Posts and Telecommunications, September 2013 Mark J Scher (2001), Postal Savings and the Provision of Financial Services, DESA Discussion Paper No 22 Nomsa Kachingwe & Alexandre Berthaud (2013), Namibia A Post Office Leading the Way for Financial Inclusion in Africa, Universa Postal Union 10 Thi Mai Hanh (2010), Development of Financial Services Business in Hanoi Post Office, Post and Telecommunications Magazine, October 2010 11 Tran Thi Hoa (2011), The development of postal services of the Vietnam Post Corporation in the current period, the Journal of Science, Hanoi National University, Economics and Business 27 (2011) 186‐193 82 QUESTIONARE SOLUTIONS TO IMPROVING THE BUSINESS EFFICIENCY OF POSTAL FINANCIAL SERVICES BY THE VIETNAM POST AND TELECOMMUNICATIONS CORPORATION Dear Mr / Ms! My name is TRAN DUC TRUNG and I am working at the Distribution and Communication Business Department of the Vietnam Post and Telecommunications Corporation Now, I am working on solutions to improve the efficiency of postal finance services of the Vietnam Post Corporation This questionnaire is an important part of the research as well as providing me with a database to carry out my master's thesis in the Faculty of Business Administration (HSB) - Hanoi National University Please take time to answer me the contents of this survey, so that I can collect the necessary research data Sincerely! Part 1: Personal Information Full name: Gender: a) Male Level: a) Graduated b) Female b) University c) College / Intermediate Workplace: Position: Part 2: A survey on solutions to improve the efficiency of postal finance services of Vietnam Post Corporation Question 1: Could you tell me some features of Postal Finance Services of Vietnam Post Corporation? a) Not exist (invisible) b) Not separate c) Can be converted into the value of physical goods d) Not consistent e) Not valid f) Failure to store 83 Question 2: Please choose solutions to improve the efficiency of postal finance services on a scale of 1-4 from low to high for the criteria listed below Num Solution ber 1 No need Training and improving human resources Enhance and improve the network capacity Improved information system IT applications Effective investment for Marketing Organizing arts programs Question 3: Could you tell us what method should the author use in order to study and find out solutions? a) Sociological investigation method b) Comparative method c) Analytical method d) Expert method Question 4: Could you tell us which period the author need to use data sources in order to have the most remarkable results on the postal finance services of the Vietnam Post and Telecommunications Corporation? a) In the period of 2005 – 2008 b) In the period of 2008 – 2010 c) In the period of 2007 – 2015 d) In the period of 2013 – 2015 Question 5: Would you please tell us the nature of the Postal Finance service doing business on the network of Vietnam Post Corporation? a) Additional services for commercial banks b) Additional services for postal services 84 c) It is a service of retailing commodities based on Post Offices and Commune Cultural Post Offices Question 6: Would you please tell us that in the past time, did the Corporation carry out any human resources training and the form of training? a) Not yet b) It has been implemented in the form of concentrated training c) The training has been conducted in the form of direct training at each attached unit and via online Question 7: Please indicate which information systems have been used at the Corporation in the last time? a) Networked computer system b) Equipment for updating c) Electronic scales d) CFM system, Paypost, FBO, BK2007 / PO, Western Union e) All of the above Question 8: Would you please tell us about the marketing activities the Corporation has implemented in the past? a) VNPost website, local radio station, advertising materials, newspapers, telephone directory, outdoor light box, participation in fair or marketing staff, direct introduction b) Not yet implemented Question 9: Please indicate which services are the most profitable for VNPost in the period 2013 - 2015? a) Courier delivery service b) Financial Services of the State Bank of Vietnam c) Distribution, Communication Services Question 10: Please indicate the difficulty in deploying Financial Services for Postage at VNPost in some recent years? a) Lack of qualified human resources b) Technology infrastructure, information is not guaranteed c) Marketing has not been adequately invested 85 Others opinions: ……………………………………………………………………………………… ……………………………………………………………………………………… …………………………………………………………………………………… Question 11: Would you please tell us the advantages of VNPost when participating in providing Financial Services for Postage? a) Having a network of service points to communes b) Post staff are close and have close relationships with local people c) The VNPost brand has been trusted and trusted by the people d) Other comments: ……………………………………………………………………………………… ……………………………………………………………………………………… ……………………………………………………………………………………… Thank you for spending your time for this interview! 86 STATISTICAL SURVEY OF SPECIALIST - Number of questionare: 15 - Participants: - Leaders of the Corporation, leaders of functional departments and some senior specialists working at the Vietnam Post Corporation - List of survey: Number Full name Chu Quang Hao Position Workplace Deputy Viet Nam Post Office General Manager Nguyen The Anh Chairman Business Development Department Nguyen Tuan Cuong Deputy Board Business Development Department Hoang Manh Huyen Deputy Board Business Development Department Tran Chi Trung Chairman Postal Finance Department Nguyen Thi Cam Nhung Deputy Board Postal Finance Department Do Quang Dao Deputy Board Postal Finance Department Nguyen Hong Long Chairman Postal Service Department Bui Thi Thanh Thuy Deputy Board Postal Service Department 10 Nguyen Huu Hien Chairman Planning and Investment Department 11 Luu Ton Hiep Senior Postal Service Department 12 Nguyen Van Tan Senior Postal Service Department 13 Trinh Dinh Trung Senior Postal Finance Department 14 Tran Ngoc Quang Senior Business Development Department 15 Hoang Thi Van Senior Business Development Department 87 ... KHOA QUẢN TRỊ VÀ KINH DOANH - TRẦN ĐỨC TRUNG IMPROVEMENT THE EFFICIENCY OF POSTAL FINANCE SERVICE OF THE VIETNAM POST NÂNG CAO HIỆU QUẢ KINH DOANH DỊCH VỤ TÀI CHÍNH BƯU CHÍNH CỦA TỔNG CÔNG... DOANH DỊCH VỤ TÀI CHÍNH BƯU CHÍNH CỦA TỔNG CÔNG TY BƯU ĐIỆN VIỆT NAM Chuyên ngành: Quản trị kinh doanh Mã số: 60 34 01 02 LUẬN VĂN THẠC SĨ QUẢN TRỊ KINH DOANH NGƯỜI HƯỚNG DẪN KHOA HỌC: TS TRỊNH NGỌC... invisibility, heterogeneity (unequal quality); Independence between service provision and consumption; unreserved ability Invisibility Independence Services Unequal quality Unreserved ability Diagrams