Complete the human resource management at lien viet post bank phu tho branch

ĐẠI HỌC QUỐC GIA HÀ NỘI KHOA QUẢN TRỊ VÀ KINH DOANH - HOÀNG THỊ HÀ PHƢƠNG COMPLETE THE HUMAN RESOURCE MANAGEMENT AT LIEN VIET POST BANK PHU THO BRANCH HỒN THIỆN CƠNG TÁC QUẢN TRỊ NGUỒN NHÂN LỰC TẠI NGÂN HÀNG BƢU ĐIỆN LIÊN VIỆT CHI NHÁNH PHÚ THỌ LUẬN VĂN THẠC SĨ QUẢN TRỊ KINH DOANH HÀ NỘI - 2021 ĐẠI HỌC QUỐC GIA HÀ NỘI KHOA QUẢN TRỊ VÀ KINH DOANH - HOÀNG THỊ HÀ PHƢƠNG COMPLETE THE HUMAN RESOURCE MANAGEMENT AT LIEN VIET POST BANK PHU THO BRANCH HỒN THIỆN CƠNG TÁC QUẢN TRỊ NGUỒN NHÂN LỰC TẠI NGÂN HÀNG BƢU ĐIỆN LIÊN VIỆT CHI NHÁNH PHÚ THỌ Chuyên ngành: Quản trị kinh doanh Mã số: 8340101.01 LUẬN VĂN THẠC SĨ QUẢN TRỊ KINH DOANH NGƢỜI HƢỚNG DẪN KHOA HỌC: TS PHẠM THỊ THANH HÒA HÀ NỘI - 2021 DECLARATION I hereby declare that the work contained in this thesis is of my own, not copied from others; the cited references, used data and the thesis content are truthful I undertake that the result of this thesis research has not been published in other’s researches and article i ACKNOWLEDGMENT I am sincerely thankful to Associate Professor Pham Thi Thanh Hoa who has spent great time and effort giving me whole-hearted guidance and instruction for the thesis conduction I would like to express my gratitude toward to Management Board, managers and colleagues who are working at Lien Viet PostBank, Phu Tho branch for sharing and creating the most favourable conditions for me to complete this thesis Despite of great effort, due to the limited time, research methodology and experience, the shortcomings are unavoidable I sincerely wish to receicve the comments and contribution from your esteemed teachers and colleagues in order for the research to be applied into my work practice in the banking field Sincerely Thank you! Hanoi, 2020 Author Hoàng Thị Hà Phƣơng ii TABLE OF CONTENTS DECLARATION i ACKNOWLEDGMENT ii LIST OF ABBREVIATION .v LIST OF TABLES vi LIST OF DRAWINGS, DIAGRAMS vii INTRODUCTION .1 CHAPTER LITERATURE REVIEW ON HUMAN RESOURCE AND HUMAN RESOURCE MANAGEMENT 1.1 Several basic concepts 1.1.1 Human resource 1.1.2 Human resource management 1.1.3 Missions and objectives of human resource management 12 1.2 Human resource management procedure .15 1.2.1 The function group of attracting the human resource .15 1.2.2 The functions of HR Training and development .23 1.2.3 The functions of maintaining the human resource 26 CHAPTER CURRENT SITUATION OF THE HUMAN RESOURCE MANAGEMENT AT LIEN VIET POST BANK PHU THO BRANCH 31 2.1 Introduction of Lien Viet Post Bank Phu Tho Branch 31 2.1.1 Phú Thọ Information about Lien Viet Post Bank Phu Tho Branch 31 2.1.2 Organization structure .32 2.2 Current situation of the human resource management at Lien Viet Post Bank Phu Tho Branch .34 2.2.1 The work of attracting the human resource .34 2.2.2 Human resource training and development .41 2.2.3 Human resource maintenance work 46 2.3 Evaluation of the human resource management at Lien Viet Post Bank Phu Tho Branch 49 iii 2.3.1 Achieved results .49 2.3.2 Remaining limitation .51 2.3.3 Reasons for the limitations 52 CHAPTER SOLUTION TO COMPELTE THE HUMAN RESOURCE MANAGEMENT WORK AT LIEN VIET POST BANK PHU THO BRANCH 54 3.1 Foundation to complete the human resource management work at Lien Viet Post Bank Phu Tho Branch 54 3.1.1 Direction, objectives of Lien Viet Post Bank Phu Tho Branch for the upcoming time 54 3.1.2 Business operation field 54 3.2 Propose solutions to complete the human resource management at Lien Viet Post Bank Phu Tho Branch 55 3.2.1 Solutions to complete the function of attracting human resource 55 3.2.2 Solutions to complete the human resource training and development 62 3.2.3 Solutions to complete the human resource maintenance function 68 3.3 Petitions 70 3.3.1 Set up the information and communication system in Lien Viet Post Bank 70 3.3.2 Complete the system of the tools supporting HRM 71 3.3.3 Coordinate with the Labour Union to encourage the employees to promote every ability, to implement well the health care, the material and spiritual life for the employees 71 CONCLUSION 73 REFERENCES 75 APPENDICE .77 iv LIST OF ABBREVIATION Abbreviation Full term DN Doanh nghiệp (Enterprise) NXB Nhà xuất (Publisher) TMCP (JSC) Thương mại cổ phần (Joint Stock Company) NNL (HR) Nguồn nhân lực (Human Resorce) Lienvietpostbank Ngân hàng Bưu điện Liên Việt (Lien Viet Post Bank) CBCNV Cán cơng nhân viên (Staff) HSC (HQ) Hội sở (Headquarters) v LIST OF TABLES Table 2.1 Compilation of the personnel recruited through the channels of Lien Viet Post Bank Phu Tho 37 Table 2.2: Officer recruitment analysis 2017 - 2019 38 Table 2.3: Flow chart of the recruitment by examination 40 Table 2.4 Content of integration training 42 Table 2.5 Compilation of training results of Lien Viet Post Bank Phu Tho Branch 42 Table 2.6 Questionnaire statistics at Lien Viet Post Bank Phu Tho Branch 44 Table 2.7 Evaluation of the implementation quality of the training course at Lien Viet Post Bank Phu Tho Branch .44 Table 2.8 Average income of the officers at Phu Tho Branch 47 vi LIST OF DRAWINGS, DIAGRAMS Figure 2.1 Operation Model of Lien Viet Post Bank Phu Tho Branch 33 vii INTRODUCTION Urgency of the thesis topic Every resource will encounter the status of scarcity, human resource is not an exception Moreover, up to now, human resource is considered to be one of the resources which play an important role in the existence and development of any enterprises Therefore, each enterprise, in the first place, should in the first place pay attention to the matter of human resource and human resource managers at the enterprise There have been a great number of concepts, definitions and different understandings on human resource management, according to American Professor Dimock:” Human resource management includes all the methods and procedures applied to the employees of an organization and resolving all the related situations arising from a certain kind of work” Lien Viet Post Bank Joint Stock Commercial bank (Lien Viet Post Bank) formerly known as Lien Viet Bank was established and operates under the Banking License No 91/GP-NHNN dated 28 March 2008 by Governor of State Bank of Vietnam Vietnam Post Corporation, which became the biggest shareholders of Lien Viet Post Bank, has gained a number of achievements and contributions to the human resource and management during the operation However, compared to the new requirements in the integration trend, scientific and technological revolution etc., the human resource management still possess certain shortcomings and limitations, lacks of inefficiency, which lead to the new challenges arising in the development Since the establishment, there have been many new banks, credit institutions and financial companies, among which there are many belongs to foreign investors The transactions and acquisitions are increasing, affecting the banking activities There has been high demand for human resource despite of the limited sources Other banks have been trying to attract the human resource from Lien Viet Post Bank The consequence causes the brain drain, resulting in the competitive power of Lien Viet Post Bank Such fact leads to the issues of planning, training, surviving and developing of Lien Viet Post Bank In such demonstrate the role in the training and improvement; as a result, in the near future, it is necessary to restructure the training of the Center, in the proposed direction as follows:  Complete the facility and the teachers of the Center The branch applied to open the school branch of the training center to create favourable conditions for the learners when participating in the training, ensuring the work if assigned; equip the modern teaching equipment to support positively for the knowledge transmission, and the modern skills during the training process Improve the training situation currently at the branches, which is only to deal with the urgent situations, the training is not performed properly, without practical illustration for the learners to access immediately to solve the assigned tasks Besides, the teachers is summoned from the leaders of the branches according to the appointment, they lack of the teaching knowledge and methodology, which leads to the training quality is not high, not attract the learners when participating in the training Next, in order to standardize the teacher group, the leader board of the branch should strongly select the professional lecturers, with the good theory and practice in the domestic and international banking industry in order to raise the quality in the training work However, in order for the branch to that, there should be the special supportive policies regarding salary, transportation tools, to attract such lecturers Beside the lecturers specialized in the regular teaching at the Center, the branch should propose to establish the lecturer of plurality from the experienced leaders of the bank, who have deep knowledge of the ability and the culture of each learners in order to transfer the practical experience to bring the special characteristics of Lien Viet Post Bank to the officers participating in the training and re-training At the same time, the branch should cooperate with the experience domestic and international training school with good reputation and lecturers and experts in the banking industry of high ability to present the advanced knowledge, modern management 67 method to the officers participating in the studying to have the management ability, project management, the new work requiring ability in the future  Standardize the teaching text book for professional skills for the employees: It is necessary to have a separate teaching text book regarding the profession for the employees of the branch It helps the training to be proper, help the employees to master the professional procedure at the bank synchronically, avoiding the differences in the professional skills of the staff 3.2.3 Solutions to complete the human resource maintenance function 1, Performance evaluation Evaluation of the work performance ability will impact both the organization a well as the employees For the employees, the good performance evaluation will be the chance for them to prove their position in the bank and strive to develop in the profession later On the contrary, with the employees with bad performance evaluation, they will consolidate their working style so that they will get high performance to avoid being moved or fired Through the survey, the performance evaluation at the branch is only implemented one time at the end of the year, the evaluation is still general, it is not performed properly to raise the quality of the evaluation Through the practical survey, it showed that majority of the employees did not feel satisfied and fair with the performance evaluation Therefore, the work performance evaluation needs to be conducted thoroughly for the officers to feel fair, it should not depend on the subjective opinions of the leaders Based on the officer’s evaluation standard table at the branch and the managers evaluation standard table at the branch, each officer will perform the self evaluation with the work at least every months and publish their result for the other employees in the department to assess and decide the suitability of the result by voting The evaluation result will base more on the voting result so if the voting is equal, the decision will be up to the leaders of such department 2, Complete the salary and allowance system Complete the salary and treatment system to ensure the equality and to maintain the internal HR and attract the good HR from outside of the branch The 68 salary of the employee has not been reflected in the work efficiency, the salary raise and the rewarding depend on the state regulation and subjective evaluation Solution proposed to complete the salary and treatment at the bank is as follows: - Supplement the system of work completion into the current salary calculation formula of the bank The coefficient of the work completion depends on the work achievement evaluation sheet of the officers The increase or decrease of the work completion coefficient impact directly proportionally on the incomes of work efficiency of the employees such as the basic salary, responsibility allowance This helps the employees with good and excellent result to feel satisfied in terms of material and spirit The salary rise should be implemented depending on the work ability anf the contribution of the employees to the operation of the branch The salary rise does not depend on the working time according to the seniority as being conducted at the branch Currently, Lien Viet Post Bank is implementing the policy to supply the private cars for the officers with the positions from Deputy General Director and The Director of the Branch/ Unit with the profit scale from 20 billion VND and the overdue liability of less than 2% in two consecutive years However, some specific departments such as credit, card, saving, who have the need to use private car to build the image in sales has not been paid much attention Therefore, in the upcoming year, the branch should proceed with the support or provision of private car fro the management officers of these departments - Object: members of the Director Board (Deputy Director) of the branch/ unit, the leaders of the departments of the branch/ transaction offices with the characteristics of communicating with customers a lot - Standard:  The objects will be supplied with private car, fuel expenses and money to hire the driver monthly  The officers provided with private car if they work efficiently (according to the evaluation above) in consecutive years, will be allow to own such car 69 3, Complete the promotion system Currently, through the reports on the labour market, the labour source for banking and branches has not satisfy timely, the banks continuously have the policies to recruit the good employees from each other If the branch does not have the promotion policy timely, it will cause a part of the employees to find the jobs in other banks with the higher position and better salary Therefore, the branch does not only lose several good employees but also lose the business expertise that they bring along when they leave the bank In order to establish the promotion system, mobilize the good employees, the branch should carry out the following steps: - Establish the standard for professional title: establish the standard system for the professional title in the branch in the direction of in place planning and external expansion Encourage officers in the unit to strive to develop their profession in the future However, expand to the outside to attract good officers, to tackle the limitation of the branch during the recent time by the planning and appointment from the internal source of the bank Besides, the branch should establish the combination of the criteria of the devotion process, excellent result in business, professional ethnic for consideration when planning and promotion - Establish the dossier for transmitting the employees: to know and evaluate accurately the capability of the officers who are about to be promoted, the Organization and Personnel Department need to set up the management software for each transmitted officers, through each stage, each working position, the management result so that they can advise to propose the officers to the higher position of the branch or to the headquarter, to ensure the planning quality At the same time, this will help the promoted officers to start the management immediately without being at fault 3.3 Petitions 3.3.1 Set up the information and communication system in Lien Viet Post Bank Through the survey at the branch, the officers did not highly evaluate the collection of opinion for the system so the branch should have the channel to collect the contribution comments from the officers better, by the forms such as contribution by mail, secret mail box to ensure the secret, from that, help the employees to be confident 70 and not be cautious when giving opinions From such information channel, the bank will understand better the wishes and thought of the employees, discover the things need to be completed to satisfy the higher and higher demand of the employees, contributing to the creation of the close relations between the banks and the employees, 3.3.2 Complete the system of the tools supporting HRM HRM is not only the administration activity but also the consultation advising activity to orient the leaders, so the HRM itself should change from the thinking to the technical activity HRM must be considered as one scientific management industry an need to be implemented professionally, synchronically, to use the supportive tools which are able to instruct, measure and check In the era when information technology booms as currently, the use of machine, equipment and modern computer software will help the bank to handle quickly the information in commercial transaction, to catch the market information and increase the competitiveness for the unit Through the survey, the equipment of computer tools for the officers at the branch, the divisions, the transaction office and especially the personnel division has not been paid much attention to invest The computer system and the application software is out of date and has a lot of problem during the information treatment 3.3.3 Coordinate with the Labour Union to encourage the employees to promote every ability, to implement well the health care, the material and spiritual life for the employees Care to build the pride of the bank of the members At the same time, the bank create the most favourable condition for each individual to have the opportunities to promote their capability with deserved treatment for every member in the bank to be proud to be a member and want to become fond of the bank Loyalty of the members is the most important internal force for the bank to develop stably Create the belief for the employees in terms of the stability of the business operation in the Bank as well as the chance of development of the bank which is favourable and stable, the living standard of the employees will be improved more and more 71 All of the contributions of the employees are highly appreciated and acknowledged, the employees will receive for themselves the benefits equal to the contribution, All the policies and treatments that the bank is applying is compiled to the current regulation of the State All the changes in the policies and treatments need clear, right and public explanation to the employees The leaders are always ready to receive the opinions from the employees, satisfy their rightful requirements and wishes, create every condition for them to promote their ability The leaders will accompany the employees in every aspect of the operation of the enterprise Timely encourage, reward the individuals or community with good performance Maintain the policy of treating and helping convalesce for the officers who need health recovery Visit, provide difficulty sport, encourage the employees when they are sick Invest in construction or sponsor the welfare facilities for common welfare such as: tennis and table tennis course, football pitch etc., Encourage the employees to participate in sports after the working hour Step by step establish the movement, create the habit and aim at setting up the sport club of the bank On the big events such as 30 April, May, September, organize sport competition such as football, tennis, table tennis etc to create the exciting atmosphere and the healthy playground for the entire officers This is also the time for the employees to exchange, learn from each other, which can create the unity, cheer and connection 72 CONCLUSION HR plays an significant role with the development of an enterprise, a region or the civilization of a country, it has always been a focus and attention of the state, the employers and the employees; all the nations in the world consider the human resource matter to be their critical issue If there is rich resources but it is not wisely used by the educated people, such resources will be exhausted and even it will raise against human or without knowledge, the productivity output is less effective or even fails due to the not scientific use and management Currently, our economy is being implemented according to the market mechanism, all kinds of busines must promptly complete their activities to be able the stand strong in such severely competitive business environment It is the same in the field of banking, the banks not only complete severely with each other regarding the products, services, but they also compete in attracting the talent to the unit Each bank has to know how to complete the recruitment procedure, the preferential policies to attract, keep the good employees and develop the new employees for the long term business plan Simultaneously, create the cultural character of each bank to connect the officers with the unit even when the business is difficult The personnel work, once conducted effectively, will help the bank to achieve their business plan and objective Through the study of the literature review of HRM, the author conducted the actual survey and combines with the survey evaluation of the officers at Lien Viet Post Bank Phu Tho branch to evaluate the good performance as well we the limitations which still need to be finalized in the HRM field at the bank, from that proposed several solution to complete this work In general, the solution and petition have impact on the entire organization; therefore, it needs the positive and timely support from the management board of Lien Viet Post Bank.Regarding the timing, the solution and petition when being implemented need much time and the result cannot be achieved in a short amount of time This is a whole continuous, long term and regular renovation process By the cooperation between the factors of space, time and human in harmony, the solution 73 and petition of the HRM will have the sufficient conditions to be implemented successfully at Lien Viet Post bank Phu Tho Branch The thesis is the result of the effort put in study and research of the learner in the Program of Business and Administration Management, National University, Hanoi With the whole-hearted instruction of the instructor and the support from the family, university, the author expects the product will bring the theoretical and practical values in establishing the risk management strategy in order to ensure the enterprise security for the enterprise in the field of construction Due to the limitation of time and ability, it is unavoidable for the thesis to contain errors, the author wishes to receive the instruction from your esteemed teachers, classmates and colleagues Sincerely thank you! 74 REFERENCES Nguyen Ngoc Thang, Human Resource Management Text Book Mai Quoc Chanh (1999), Improve the quality of human resource to meet the demand of industrialization and modernization of the country (Reference book), National Political Publisher, Hanoi Tran Kim Dung (2003), Human Resource Management, National University Publisher, Hanoi Tran Kim Dung (2006), Human Resource Management, Statistics Publisher Tran Thi Kim Dung & Nguyễn Thị Mai Trang (2007), Influence of organization culture and leading style on the work performance of the employees and their loyalty to the organization, Ministerial Research, HCM City Economics University Nguyen Ngoc Quan, Nguyen Van Diem (2007), Personnel Managenet, National Economics Univerisity, Hanoi Nguyen Huu Dung (2003) “Improve the competitive ability in the integration from the view point of human resorce”, Labour & Society Journal, No 209 (From 16-28/2/2003) Duong That Dung (2008), Several solutions to complete the human resource management at Power Transmission Company 4, Economic Master Thesis, HCM City Economics University To Ngoc Hung – Director of Banking Institute (2010), Coordination mechanism between the subjects in high quality personnel development for the commercisl banks of Vietnam up to 2020 , research major Pham Thi Phuong Nga (2002), “The terms of education, training and development of the officers in human resource management”, State Organization (11, p.23 – 26) Bui Van Nhon (2006), Social Human Resource Management and Development, Legal Publisher.Hanoi 75 10 Pham Thanh Nghi - Vu Hoang Ngan (Editor), Human resource management in Vietnam: Several theoretical and practical issues , Social Science Publisher, Hanoi 10 Van Ho Dong Phuong (2009), Study of the employee motivation factors at A Chau Commercial Bank (ACB), Economic Master Thesis, HCM City Economics University 12 Nguyen Thi Kim Thanh, Nguyen Thuy Linh (2010), article “Financial Anticipations for Vietnamese financial market” published on website www.vnba.org.vn 13 Nguyen Huu Than (2008), Peronnel Management, Labour – Society Publisher 14 Hoang Trong & Chu Nguyen Mong Ngoc (2008), Data analysis research for SPSS, Hong Duc Publisher 15 National Administration Politics Institute (2002), Social human resource Text Book 1, Vietnam National University, Hanoi 16 Tran Van Tung (2005), Đào tạo, bồi dưỡng sử dụng nguồn nhân lực tài kinh nghiệm giới(sách chuyên khảo) Education, training and use of the talented and experienced personnel resources of the world (specialized reference book), NXB Thế giới, Hà Nội 17 M.Hilb (2001), Human Resource Management in the general direction, Statistics Publisher, Hanoi 18 Socialist Republic of Vietnam, Law on Labour of the Socialist Republicof Vietnam (amended, supplemented in 2007), Hanoi 19 Pham Minh Hac Human resource development to meet the requirements of industrialization and modernization, People Newspaper 7/06/2015 20 VCB annual Report 2010, 2011 21 www Lienvietpostbank.com.vn 22 www.acb.com.vn 23 www.hdbank.com.vn 24 www.caohockinhte.info 76 25 www.lanhdao.net APPENDICE APPENDIX QUESTIONNAIRE Code: …………… Dear Sir/ Madam: I am Phuong – learner of the Program of Master of Business Administration, National University, Hanoi ] Currently, I am doing the research on “Complete the human resource management at Lien Viet Post Bank Phu Tho Branch” and I wish to explore the current situation to apply to my thesis Your esteemed Sir/Madam is kindly requested to spend time answering the following questions Please also be noted that your answers will be the foundation for me to evaluate the current situation of the research; therefore, I wish to receive your detailed and sincere answers Every relating information will only serve the research purpose of this thesis and will be completely confidential Thank you for your cooperation and support! 77 From to 5, please mark your degree of agreement with the questions (by marking “X” in to degree below in the questions): 1: Completely disagree; 2: Disagree; : Neutral; 4: Agree; 5: Completely agree Degree of agreement Question ACTIVITY OF ATTACTING THE HUMAN RESOURCE Human resource plan of Lien Viet Post bank meets the practical demand Personnel recruitment is complied with the recruitment procedure of Lien Viet Post Bank Recruitment work of Lien Viet Post Bank bring the excellent employees Recruitment steps of Lien Viet Post Bank is high filtering The recruitment process of Lien Viet Post Bank is fair 78 79 80 APPENDIX 02 : DIFFERENCE BETWEEN PERSONNEL MANAGEMENT AND HRM Comparison Criteria Opinion and theory about the employees in the organization Personnel management At the countries with planned economy At other countries Employees are the owners of the organization Labour is the input cost Meaning, political benefits in operation Benefits of the organization First objective Relationship between employees and the owners Not clear Foundation of productivity and Organization + technology and quality engineering Right to establish the policies and officer procedure The State Operation orientation Long term Relation between strategy, human management policy with the business policy of the organization Separated Employment relation Technology, engineering + management The State + organization/ enterprise Short and medium term Fair cooperation win win relation, Management + HR quality+ + Technology, engineering The State + organization/ enterprise Long term Serve the business policy and strategy of the organization Cooperate with the business strategy and policy of the organization (*) Regarding the industrial developed country, HR M will have higher requirements Source: Human resource management (Author: Associate Prof Tran Kim Dung 81 HRM at the developing countries or countries will the planned economy (*) Human is the valuable asset, HR should be paid attention to Both the benefits of the organization ... HUMAN RESOURCE MANAGEMENT AT LIEN VIET POST BANK PHU THO BRANCH 31 2.1 Introduction of Lien Viet Post Bank Phu Tho Branch 31 2.1.1 Phú Thọ Information about Lien Viet Post Bank Phu Tho Branch. .. of Lien Viet Post Bank Phu Tho Branch 2.1.1 Phú Thọ Information about Lien Viet Post Bank Phu Tho Branch On 13 January 2014, there was the opening ceremony of Lien Viet Post Bank Phu Tho at No... management at Lien Viet Post Bank Phu Tho Branch - Chapter 3: Proposal foundation and solution to complete the work of human resource management at Lien Viet Post Bank Pho Tho Branch CHAPTER LITERATURE