Nghiên cứu hoạt động quản trị nguồn nhân lực tại tổng công ty viễn thông mobifone

ĐẠI HỌC QUỐC GIA HÀ NỘI KHOA QUẢN TRỊ VÀ KINH DOANH - TRẦN THỊ DUNG HUMAN RESOURCE MANAGEMENT RESEARCH AT VIETNAM MOBILE TELECOM SERVICES ONE MEMBER LIMITED LIABILITY COMPANY NGHIÊN CỨU HOẠT ĐỘNG QUẢN TRỊ NGUỒN NHÂN LỰC TẠI TỔNG CÔNG TY VIỄN THÔNG MOBIFONE LUẬN VĂN THẠC SĨ QUẢN TRỊ KINH DOANH HÀ NỘI - 2019 ĐẠI HỌC QUỐC GIA HÀ NỘI KHOA QUẢN TRỊ VÀ KINH DOANH - TRẦN THỊ DUNG HUMAN RESOURCE MANAGEMENT RESEARCH AT VIETNAM MOBILE TELECOM SERVICES ONE MEMBER LIMITED LIABILITY COMPANY NGHIÊN CỨU HOẠT ĐỘNG QUẢN TRỊ NGUỒN NHÂN LỰC TẠI TỔNG CÔNG TY VIỄN THÔNG MOBIFONE 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: PGS.TS NGUYỄN NGỌC THẮNG HÀ NỘI - 2019 CAMPAIGNS I pledge that this is my own research The content referenced and used the documents, information posted on the works, journals and reports are fully annotated in the catalog reference of thesis Author Tran Thi Dung i THANK YOU First of all, I would like to thank the Faculty of Management and Businessment, Hanoi National University, especially the teachers have taught heartily, guide, help me throughout the time studying in the Faculty I would like to send my deep thanks to Assoc Prof Dr Nguyen Ngoc Thang who spent a lot of time and dedication on studying and helping me to complete graduation essay I sincerely thank my colleagues, friends and relatives for their help, encouragement, motivation during my studying process and doing my graduation essay Author Tran Thi Dung ii TABLE OF CONTENTS CAMPAIGNS i THANK YOU ii LIST OF ABBREVIATIONS vi LIST OF TABLES vii LIST OF PICTURES viii PREAMBLE Chapter 1: THEORETICAL AND PRACTICAL FOUNDATION OF HUMAN RESOURCES MANAGEMENT IN ENTERPRISES 1.1 Theoretical foundation of human resource management in enterprises 1.1.1 Concept of human resources and human resources 1.1.2 The concept, goal and role of human resource management 1.1.3 Content management of human resources in the enterprise 11 1.2 Practical basis of human resource management in enterprises 20 1.2.1 Experiences in human resource management of some enterprises in the field of telecommunications 20 1.2.2 Lessons learned on human resource management for the General MobiFone Telecom 25 Chapter 2: SITUATION OF HUMAN RESOURCES MANAGEMENT AT MOBIFONE TELECOMMUNICATIONS CORPORATION 26 2.1 Some general information about MobiFone Corporation 26 2.1.1 The process of formation and development 26 2.1.2 Business line of MobiFone Telecom Corporation 28 2.1.3 Organizational structure of MobiFone Corporation 28 2.1.4 Human resources in MobiFone's staff 31 2.1.4 Employees of MobiFone Staff 31 iii 2.2 Current situation of human resource management in the MobiFone Telecom Corporation 35 2.2.1 Situation of human resource planning 35 2.2.3 Situation of labor recruitment 39 2.2.4 Status of training and development 43 2.2.5 Current status of compensation and compensation 51 2.2.6 Situation of labor relations 56 2.3 General assessment of human resource management in MobiFone 60 2.3.1 Advantages 60 2.3.2 The remaining aspects, limitations 62 2.3.3 Cause of the shortcomings 64 Chapter 3: SOLUTION TO COMPLETE THE MANAGEMENT OF HUMAN RESOURCES IN MOBIFONE TELECOMMUNICATIONS CORPORATION 66 3.1 Development orientation of MobiFone Telecom Corporation in the coming time 66 3.1.1 Necessity and requirements for human resource management of MobiFone in the coming time 66 3.1.2 Development orientation of MobiFone in the coming time 67 3.1.3 The goal of improving human resource management at MobiFone 67 3.2 Complete solution of human resource management at MobiFone Telecom Corporation 68 3.2.1 Complete human resource planning 68 3.2.2 Complete recruitment of human resources 70 3.2.3 Develop a process for performance appraisal and periodic appraisal of performance 73 3.2.4 Carry out the training and development of human resources 77 3.2.5 Ensure benefits and benefits for employees 81 CONCLUDE 85 iv LIST OF REFERENCES 87 APPENDIX 89 v LIST OF ABBREVIATIONS STT Abbreviation Original BM Business Manufacture E Enterprise E–S Economy – Social FA Fixed assets H Human HR Human resoureces HRM Human Resource Management I-M Industrialization – Modernization J Job 10 JSC Joint Stock Company 11 Ltd., Limited 12 MOBIFONE MOBIFONE Telecommunications Corporation 13 P’s C People's Committee 14 SC State capital 15 SCM State capital management 16 SE State enterprises 17 T –F Training and fostering vi LIST OF TABLES Table 2.1: Human resources characteristics of the Vietnam Cooperative Alliance (at the Advisory Board) 33 Table 2.2: Age structure of MobiFone employees in 2017 (The Advisory Board) 34 Table 2.3: Number of staff surveyed for work Human resource planning 36 Table 2.4: Staff Evaluation on Human Resource Planning 37 Table 2.5: Evaluation of staff on planning, job analysis 38 Table 2.6: Employment situation at MobiFone 39 Table 2.7: Evaluation of staff on labor recruitment 43 Table 2.8: Staff were sent for training and trainin in the period of 2015 - 2017 44 Table 2.9: Responsibility of staff after training 47 Table 2.10: Personnel structure according to seniority 48 Table 2.11: Evaluation of staff on training and human resource development 50 Table 2.12: Average income of MobiFone employees 52 Table 2.13: Evaluation of staff, salary and benefits 54 Table 2.14: Survey staff and employees on benefits deserved 55 Table 2.15: Survey staff and employees on the benefits of MobiFone need improvement 55 Table 2.16: Evaluation of staff on labor relations 57 Table 2.17: Evaluation of staff, management staff 58 Table 3.1: Performance assessment for MobiFone staff 76 vii LIST OF PICTURES Image 2.1 MobiFone's organizational structure 31 Figure 2.1 Organizational structure of MobiFone 31 Figure 2.2: Staff performance assessment chart about labor recruitment of MobiFone 43 Figure 2.3: Chart of evaluation result of staff on training work and human resource development 50 viii - The time limit for adjusting the complexity coefficient of work once a year is not the same as before but there are no special cases, such as transfer of work, discipline or special merit In line with the improvement of the salary system, MOBIFONE needs to rebuild the bonus policy to encourage employees to work MOBIFONE should improve the bonus policy as follows: + Raise the incentive level from 3% (applied) to 4% to encourage initiative + Adjust the unit price of contracted salary when the turnover exceeds the plan: + If the turnover exceeds the plan by 5% to 10%, the excess of the wage unit price shall be equal to 115% of the unit price + If the turnover exceeds the plan by 10% to 15%, the excess of the wage unit price shall be equal to 120% of the unit price + If the turnover exceeds the plan by over 15%, the excess of the wage unit price shall be equal to 130% of the unit price - The "evaluation of emulation" awards in the form of voting is still of average quality, requiring a clear distinction: having merit is rewarded, guilty is a fine Those who not meet requirements are not rewarded This assessment must be one of the criteria for adjusting the complexity coefficient of job creation - For some special titles, or preparation of personnel for important projects, the goal is high, MOBIFONE must develop a separate income system to attract staff, encourage staff devoted to his duties - In the training policy, MOBIFONE should have the bonus or support for their employees to study or study outside school hours, study on Saturday and Sunday to improve professional qualifications 82 - In addition, MOBIFONE needs to understand salary levels in the same field of MOBIFONE to adjust the salary of staff to suit the actual situation 3.2.5.2 Remuneration policy for talents MOBIFONE needs to pay attention to the development of the remuneration package with specific reward policy, income generation, and promotion of highly qualified engineers and specialists who contribute significantly to Develop business, avoid brain drain Especially those who have technical innovations bring added value by raising pay ahead of time, enjoying some of the value brought by the initiative Technical and managerial staff who contribute and have a good reputation can provide assistance in terms of housing, living conditions, working facilities Building young talent development funds, public research funds to send young cadres to study in advanced or specialized training courses in the major universities in the country Launched into the sweeping movement throughout the unit and each unit, the center directly perform, creative in many aspects There is a department to receive feedback from staff throughout the network to improve the services, process rules In order to promote the creativity of employees, the mobilization and organization of the emulation movement of the unit must meet the following requirements: Firstly, it must be imbued with the idea of emulation as an objective necessity, arising in collective labor, associated with the mass movement, as one of the important measures to build new factors Through the emulation movement, it has become a special school for team building and training, while emulation is a positive measure for good management, which is the basis for the real reward and have the effect of encouraging education as an example 83 Secondly, appropriate policies on emulation and rewarding have been created, creating sweeping, continuous and multi-faceted emulation movements, from management, production and business to culture, Create more energetic, create more health to perform well assigned work At the same time, the measures and forms of organizing and mobilizing emulation diversified, stimulating the self-awareness, creativity and overcome difficulties of employees Thirdly, the emulation movement must be maintained regularly and constantly in all places, at all times, in all circumstances Fourthly, is the development of the objectives and contents of emulation movements in line with the guidelines and lines of the Party, the State and the sector; The targets and contents of the competition must be realistic, suitable to the characteristics of the units 84 CONCLUDE Human resource management is one of the factors that help a business succeed, which does not directly create a product or service, but it plays a role in improving labor productivity and product quality In order to run a business well, businesses must build up a professional staff Over the past 20 years of development, MOBIFONE has always been one of the flagship of Vietnam's telecommunication industry in terms of construction development and remittances to the State MOBIFONE is always aware that the work of political ideology is a central task It is necessary to strengthen the sense of law observance and the regulations of the agencies and units The training and development of MOBIFONE is quite good, the level of employees has initially met the requirements of production and business activities in competitive conditions However, MOBIFONE still has limitations in human resource management After analyzing the current state of human resource management at MOBIFONE, systematize the theoretical and practical basis of human resource management, influencing factors, achievements, constraints and causes The thesis has proposed some solutions to improve human resource management at MOBIFONE: - Analyze the work, develop job descriptions and job standards, as the basis for human resource management activities - Complete the human resources planning to properly assess the current human resources situation, forecast the future as the basis for human resource management in the right direction - Complete staff evaluation to encourage staff and serve as the basis for staff development in the right direction, goals and strategies of MOBIFONE 85 - Improve the treatment policy so that the treatment policy becomes a powerful tool to motivate employees to work and retain good employees, encouraging creative labor 86 LIST OF REFERENCES Alpha Books (2010), Not to be missed by employers, Social Labor Publishing House, Hanoi Nguyen Thi Ngoc An, Dong Thi Thanh Huong (2006), Human Resource Management, Statistical Publishing House, Hanoi Nguyen Thi Ha Anh (2009), Completing the human resources management system at AIRSERCO, JSC , University of Economics - VNU, Hanoi MOBIFONE Telecommunications Corporation, report on business results of the Corporation through 2012, 2013, 2014, 2015, 2016, 2017 MOBIFONE Telecommunications Corporation, the Corporation's Human Resources Management Report for 2012, 2013, 2014, 2015, 2016, 2017 MOBIFONE Telecommunications Corporation, Report on labor structure of MOBIFONE Telecom Corporation through 2012, 2013, 2014, 2015, 2016, 2017 Christina Osborne, Ken Langdon (2006), Staff Competency Assessment, General Publishing House, Ho Chi Minh City Tran Kim Dung (2009), Human resources curriculum, Statistical Publishing House, Hanoi Tran Kim Dung (2006), The Impact of Human Resource Practices on the Business Performance of Small and Medium Enterprises, Journal of Economic Development, 189, 40-40 , Hanoi 10 Nguyen Tuan Dung (2008), Finishing the human resources management at the Hanoi-Hanoi Hotel College, Graduate thesis, University of Economics - VNU, Hanoi 11 Nguyen Ngoc Quan, Nguyen Van Diem (2004), Human resources curriculum, National Economics University, Social Labor Publishing House, Hanoi 87 12 Robert Heller (2008), Management Handbook - Human Resource Management, Ho Chi Minh City General Publishing House 13 Nguyen Thi Thu Huong (2007), Completing Personnel Recruitment at Hanoi Post Office, Masters Degree, National Economics University, Hanoi, p 14 Pham Duc Thanh (1995), Human Resource Management, Educational Publishing House, Hanoi 15 Nguyen Huu Than (2009), Human resource curriculum, Social Labor Publishing House, Hanoi 16 Vu Thi Thin (2005), Human Resource Management in Vietnamese Enterprises in the Process of International Economic Integration, Journal of Economics and Development, 91, 46-48, Ha Numbers 17 Bui Anh Tuan (2004), Human Resource Management in Vietnamese Enterprises: Issues for Managers, Journal of Economics and Development, (81), pp 26-28, Ha Cabinet 88 APPENDIX ANNEX SURVEY Human resource management at MOBIFONE I GENERAL INFORMATION Name of person: The unit / department of MOBIFONE you are working on Sex: Your time at MOBIFONE below 12 months 1-5 years 6-10 years- over 15 years Please indicate your current location at the unit Manager: Expert/ staff Please indicate your current professional level Colleage University Master or above Other II MANAGING HUMAN RESOURCES IN MOBIFONE HUMAN RESOURCES PLANNING Include content, please mark "x" in the box corresponding to the level of agreement for each content Degree evaluation Strongly TT Question agree The human resource plan is based on the current situation of human resources and the production and business situation of the enterprise 89 Agree No comment Disagree Strongly disagree Employees are aware of MobiFone's human resources plan Employees are involved in the human resource planning process The human resources plan of the unit is appropriate and effective WORK ANALYSIS Include content, please mark "x" in the box corresponding to the level of agreement for each content Degree evaluation TT Question Strongly agree Always know the job, responsibility and authority yourelf Understand the work, responsibilities and rights of other employees in the organization The job assignment is clear and easy to understand The indicator system is very clear and easy to use RECRUITMENT WORK 90 Agree No comment Strongl Disagree y disagree Include content, please mark "x" in the box corresponding to the level of agreement for each content Degree evaluation TT Question Strongly agree Agree No comment Disagree Strongly disagree Plan to recruit and quality recruitment Units often have a forecast of their needs for human resources Criteria for recruiting candidates are clearly established before recruitment Direct superiors prospective of employees engage in recruitment and have veto on the final choice Recruiting information is widely publicized TRAINING AND DEVELOPMENT Include content, please mark "x" in the box corresponding to the level of agreement for each content Degree evaluation TT Question Strongly agree The agency provides a full range of training for you in the work process 91 Agree No comment Disagree Strongly disagree Your job is to use up new knowledge and skills to be trained After each training you will always be evaluated and reported on the training results The agency encourages always you to experiment with new ideas, new working ways You believe that there is always opportunity for you to learn and develop your career It encourages you to improve your knowledge and your career skills WORK AND SALARY Include content, please tick "x" in the box corresponding to the level of agreement for each content Degree evaluation TT Question Strongly Agree You believe that your salary is very competitive compared to the domestic labor market You are happy with the policy of raising wages and other 92 Agree No comment Disagree Strongly agree benefits If someone asks you to the same job elsewhere, is the chance to decline the offer? Which of the following benefits you expect to receive from you? Housing subsidy Transportation allowance / Fuel costs Health check Canteen / Meals are provided Employee support programs Bonus level for achievement Reward in annual ceremony The program supports the development of employee education Other (specify): With the benefits you get, choose the cases where you feel the unit needs further improvement Canteen / Meals are provided Annual break Paid vacation Sick break vacations for training programs Employee support programs Example: Program for multiplication Borrower Bonus level for achievement Reward occasions in annual ceremony The program supports the development of employee education 10 Other (specify):……………………………………………… CÔNG TÁC QUAN HỆ Evalency rate, employee on the system 93 Include content, you can đánh dấu “x” into the blank fit with the clock level for each content Degree evaluation TT Question Strongly Agree The current job Agree No comment is interesting and challenge Your job responsibilities are clearly defined You have the power to decide how you can get your work done the most efficiently You are provided with full working tools and other resources to complete work effectively The level of stress in your job is acceptable You can balance your personal and business life You are satisfied with the current working conditions (rooms, landscapes, furniture, ambient air, facilities, etc.) Evaluation of officials and employees on managerial staff 94 Disagree Strongly disagree Include content, please mark "x" in the box corresponding to the level of agreement for each content Degree evaluation TT Question Strongly Agree Your direct consulted manager with your subordinate before making a decision When assigning work to you, the direct manager always provides complete information about the job including: purpose, goal of the job, job requirements, completion time etc The direct manager always listens and respects your opinion Your direct manager will always support and motivate you at work In general, you are satisfied with your direct manager 95 Agree No comment disagree Strongly disagree ANNEX SURVEY In order to further improve the effectiveness of human resource management at MOBIFONE for the leaders of departments and units Please reply to this question: First and last name: (Possible or not) Male (Female): Age: Position: Education: Seniority: Question 1: The knowledge, skills that you have trained? Specialized: Graduation from school: Question 2: Are you satisfied with your current job? (Mark X in the box) Very satisfied □ Normal □ Satisfied □ Not satisfied □ Question 3: Do you want more training to better manage human resources? (Mark X in the box) Very desirable □ Normal □ Wanted □ Not wanted □ Question 4: What profession you want to be trained to help better manage human resources? Question 5: In order to improve the efficiency of your work, what would you like to be trained in? Sincerely thank you for your cooperation, help! 96 ... NGHIÊN CỨU HOẠT ĐỘNG QUẢN TRỊ NGUỒN NHÂN LỰC TẠI TỔNG CÔNG TY VIỄN THÔNG MOBIFONE Chuyên ngành: Quản trị kinh doanh Mã số: 60 34 01 02 LUẬN VĂN THẠC SĨ QUẢN TRỊ KINH DOANH NGƯỜI HƯỚNG DẪN KHOA... KHOA QUẢN TRỊ VÀ KINH DOANH - TRẦN THỊ DUNG HUMAN RESOURCE MANAGEMENT RESEARCH AT VIETNAM MOBILE TELECOM SERVICES ONE MEMBER LIMITED LIABILITY COMPANY NGHIÊN CỨU HOẠT ĐỘNG QUẢN TRỊ NGUỒN... subsidiaries: + Global MOBIFONE Technology Joint Stock Company (MOBIFONE Global); + MOBIFONE Plus Service Joint Stock Company (MOBIFONE Plus); + MOBIFONE Technical Services Joint Stock Company (MOBIFONE Service);