UNIVERSITY OF ECONOMICS HO CHI MINH CITY International School of Business HUYNH MINH TRANG SOLUTION FOR LOW EMPLOYEE ENGAGEMENT IN MILITARY JOINT- STOCK BANK – SURVEY AT HO CHI MINH CITY BRANCH MASTER OF BUSINESS ADMINISTRATION Ho Chi Minh City – Year 2016 UNIVERSITY OF ECONOMICS HO CHI MINH CITY International School of Business HUYNH MINH TRANG SOLUTION FOR LOW EMPLOYEE ENGAGEMENT IN MILITARY JOINT- STOCK BANK – SURVEY AT HO CHI MINH CITY BRANCH ID: 22130080 MASTER OF BUSINESS ADMINISTRATION SUPERVISOR: DR NGUYEN PHONG NGUYEN Ho Chi Minh City – Year 2016 TABLE OF CONTENTS EXECUTIVE SUMMARY CHAPTER 1: PROBLEM DEFINITION 1.1 Background of problem 1.2 Problem and situation analysis 12 2.1 Problem definition: 12 1.2.2 Justify the existence: 13 1.2.3 Justify the importance of the chosen problem: 15 Job performance: 15 Job satisfaction: 16 High intention turnover: 17 CHAPTER 2: CAUSE VALIDATION 18 2.1 Potential causes: 18 Job characteristic 19 Supervisory relations/support 19 Co-worker relations 20 Perceived organizational support: 20 Training and career development: 20 Reward and recognition: 21 Distributive and procedural justice: 21 2.2 Causes justification 24 Supervisor support: 26 Training and career development 27 Rewarding and recognition: 27 Distributive and procedure justice: 28 CHAPTER 3: SOLUTION 30 3.1 Potential alternative solution and solution analysis: 30 Reward and recognition 30 Supervisor relation and support: 32 Training and career development: 33 Distributive and procedure justice: 34 3.2 Comparison and analysis possible solution: 35 3.3 Action plan 36 3.4 Testing design requirement 38 CHAPTER 4: CONCLUSION 39 CHAPTER 5: SUPPORTING INFORMATION 40 5.1 Scale items and questionnaires: 40 5.2 Survey of level of employee engagement results 46 5.3 List of participation interview and representative transcription 46 5.3.1 List of participants 46 5.3.2 Representative transcription 47 LIST OF REFERENCES 65 LIST OF FIGURE Figure 1.1: Problem mess at MB 10 Figure 2.1: Initial cause-effect-map 24 LIST OF TABLES Table 2.1: Potential cause and scale items 22 Table 3.2: Summarize causes and solution 35 Table 3.3: Action plan 37 Table 3.4: Design requirement 38 Table 5.2: Level of employee engagement result 46 Table 5.3: List of participants 46 SOLUTION FOR LOW EMPLOYEE ENGAGEMENT IN MILITARY JOINTSTOCK BANK – SURVEY AT HO CHI MINH CITY BRANCH EXECUTIVE SUMMARY The recent year was a difficulties and challenges year for the whole banking industry With the slow credit growth, high competition and other problems in banking system, banks have to face with many huge concerned issues In this situation, the target of every bank is achieving the significant operating results, which can be seen clearly as the bank profitability, and maintaining good traditional customers This research is taken place at Military Joint Stock Bank – Ho Chi Minh City branch with three purposes Finding the main problem the bank are facing in recent years, the important antecedents of the problem and the way to solve that problem After a whole investigated process, low employee engagement is considered as the main problem at MB Supervisor relation, training, and career development, reward and recognition, distributive and procedure justice are the main causes of the low employee engagement at MB For the action plan, restructuring payment system, updating training program, establishing clear assessment and outdoor activities are held to enhance the level of engagement at MB CHAPTER 1: PROBLEM DEFINITION 1.1 Background of problem Military Joint Stock Bank is one of the top five largest Commercial Joint Stock Bank in Viet Nam It was established in 1994 with the charter capital of twenty billion Vietnam Dong and twenty-five employees The purpose of MB is providing financial support to Military enterprises From 1994 to 2014, MB has created a typical icon in Banking and financial market of Vietnam with the business target was achieved at a high level Ho Chi Minh City Branch is the first branch of Military Bank (MB), which was established in 1996 MB is going to celebrate 20 years establishing the first branch in the southern Area Southern area branches have contributed on the development and successful of MB Forty per cent profit of MB comes from this area This study bases on the survey doing at Ho Chi Minh City branch According to the report of MB Board Director, be attention of the high intention turnover, the decreasing of productivity, decreasing the loyalty of traditional customer and difficult for getting new customers are considered as the target of sustainable development Among these issues, the most important target of MB is maintaining and finding good financial customers The research of Ho Chi Minh City branch corporation office reveals that the number of corporate customer in 2014 is 218 customers and in the first three month of 2015 are 176 customers It indicates that the number of corporate customer decrease 19.2% and tend to decrease in the next period The report also indicates that the level of traditional customers that terminate their cooperation with MB is increasing Based on the result of interviews there are three-importance problems for this issue The first issue is high competition Ms Thao, a subsidiary’s manager has shared that although weak banks have already merged, however, the financial market still has other banks with the strong financial support along with diversified products and high quality of service In addition, more and more foreigner banks are investing in Vietnam with high-tech product and good service These competitors have put MB in an emergency that need to increase the quality of service, diversifying product or investing more in information technology Therefore, want to keep traditional customers and attract more customers, it is necessary to beware of competitors Besides that, following the financial crisis, there were fluctuations in domestic and international economies, the real estate and securities’ markets are quiet which impact on banking According to the message of Mr Le Huu Duc, the chairperson of the board of directors, the credit growth is low while the bad debt ratio increased sharply as a the result of the weakening of corporate customers Bank profit decline significantly and weak banks have to be merged In addition, the increasing of loan interest rate and the difficulty of capital mobilization are cause the decreasing in bank profitability With the economic situation, it is not only hard for getting good customers, but helping them to maintain their business in a good mood is also a difficult responsibility The final problem relates to human resource: low employee engagement Employee is the principal resource of an organization; it helps organization achieves high outcomes and gets company goals Employee engagement refers to the interaction between employee and organization Through the interviews with employees and managers, some managers shared that they were complained about working attitude of their employees, employees seem not interested much in their job Employees are easily distracted when working and have low engagement with the organization This issue leads to the low performance of employee Moreover, many employees said that the reward and recognition were not as they expected they felt no enthusiasm for working and have low absorbed in work performance As Ms Thuy states that, these emotions relate to the low engagement, which is the reason of low productivity of employee and low performance Because of the low performance, it is difficult for bank to keep customer’s loyalty Through the intake and orientation with MB, a problem mess can be drawn to describe the present situation Difficulty for capital mobilization Loan interest rate increase Financial crisis Bad debt ratio increase Credit growth is low Foreigner bank Good service … High competition Diversify products High tech product Unfair of decision making procedure Hard for getting and keeping good customer High quality of service Low employee engagement Do not have clearly career development Low of recognition and reward Figure 1.1: Problem mess at MB To summarize, in the recent years, MB is facing with three main problems: the low engagement of employee, the high competition and the difficulty of the economy While high competition and difficulty of economy are the external problem that the entire banking industry has to deal with, the low engagement is internal issue The level of engagement is difference for every bank base on the bank resource and characteristic According to Mr Le Cong, the general director of MB has stated that, in future, MB will concentrate on human 10 I feel very exhausted It is a stressful day You know that, transferring a lot, listening so many phone calls make me tired Question: What you think about the procedure of the bank? Do you think it is the relationship between procedure and engagement? It is not a stability policy The policy of bank changing too quick, sometime I feel difficult to say with customer that my bank policy have been changing again Company is difficult for changing immediately with the change of bank policy In my opinion, I not think there is the relationship between procedure and engagement Question: How you intend to in the future? I am trying to find another job, may be, I can change if I find a good one, however, I need to suffer with the current situation Question: What you think about the rewards and recognition in your organization? Do it influence on employee engagement? I think the reward is too hard to get and it is not enough competition for us to get reward from the bank The reward programs have weak role in motivation employee In comparing with other organization, I think the bank need to increase employee salary It is the most important factor that impact on the engagement of employees, in my opnion - Interviewee: Ms Thuy, a supervisor of supporting officer: Question: Can you tell me about your working day? 52 I have to work 12 hours a day! My working day start at am and usually finish at pm, sometime, I have to work until 10 pm It is terrible for me to stay at my office I can not suffer for this job anymore I not want to participate in any activity of the bank and not have enthusiasm for work I tired because of worrying about customer loan or nonperformance loan-rate Question: How much autonomy is there in your job? That is, to what extent does your job permit you to decide on your own how to go about doing the work? Do you think there is relationship between job characteristic and employee engagement? As a supportive officer, all of my work needs the approval of manager Sometime, when managers are busy, we have to ask for approval by email or text message In addition, because of the work characteristic, employees have to complete a transaction fast to support for the sale person, therefore, supporting officer usually working under high pressure It impacts on employee engagement on their job Employee easily get tired after a working day Question: To what extent does your job involve doing a “whole” and identifiable piece of work? That is, is the job a complete piece of work that has an obvious beginning and end? Or is it only a small part of the overall piece of work, which is finished by other people or by automatic machines? My work is a small piece of a whole process There are several departments that participate in the process Therefore, for a transaction, we usually have to wait for other department 53 finish their work, and then, our job begin It is the reason that we have to stay at work so late because we are almost the final part of the process Question: How much variety is there in your job? That is, to what extent does the job require you to many different things at work, using a variety of your skills and talents? My work is simple; we just focus on the approval notice All of the skill that we need is carefully and hardworking Sometime, it is very boring for doing the same job every time Question: Do you really put my heart into your job? Well, the answer is no I can say that my heart is not only for the job, I have a lot of things outside to Question: Can you work overtime whenever possible? I only work overtime when I have to We usually have to work late at the end of a month or a year because the transaction is large If I have the change to get home early, I will Question: How about interaction with your co-worker? Do you think co-worker impact on your engagement? Stressful is what I have to say, sometime, we have a lot of argument when our view is not the same However, I think out interaction is quite good We usually talk to each other I not think co-worker have high impact on my engagement In present, co-worker relationship at my office is good Question: After a working day, what you feel? 54 I tired because of worrying about customer loans or non-performance loan rate I not want to participate in any activity of the bank and not have enthusiasm for work Question: What you think about the procedure of the bank? It change a lot, every six month, we have another procedure Question: How you intend to in the future? In the present, I will continue to work but if I feel that I cannot suffer for this pressure, I think it is the time I change my job I intend to find another job with less pressure and can go home earlier Question: What you think about the rewards and recognition in your organization? Is it influence on the engagement of you? It is not good I have been working here for years and my salary is at the same as the beginning, the salary is not increase The rewards and recognition are good We have opportunity for learning new skill I think the important factor impact on my engagement is the reward and recognition The reward policy at MB is not good for supporting officer The role of a supporting officer in a transaction of MB is not appreciated I think there are lack of recognition and rewarding for employee in a back office as supporting officers Question: What you think about the relationship between supervisor relation and engagement of employee? What you think about your direct manager? As my point of view, a supporting supervisor is a person who have strong connection with his or her employee, supervisor understands employee, good in social relationship with his 55 or her staff In addition, a good supervisor can help employee solving problems relate to work or outside work Working with a supporting supervisor, employees will have high motivation in their work and engagement will be increased My direct manager is too busy for dealing with daily work to take care of her employee Question: In your opinion, what you think about training and career development of MB Is it a relationship with engagement? MB have many training programs for employee, however, because of working time, these classes are organized in the day-off Employees are tired after a week of working so they not want to join into the training program or if they participate in these classes, the quality of study is low In the general situation, employees are lost in their future road They not know what they want to in their future, no target to work for This feeling have high impact on employee engagement Question: What you think about distribute and procedure justice at MB? Does it influence on engagement? I think the fairness justice influences on employee engagement Employee will feel more safety with a fairness evaluation of organization They will receive what they deserve deal to their performance in work In a bias justify, employee easily feel unpleasant since they not know how they are evaluated and what they received is not deserved for what they have performed The evaluation at MB is not clear enough In the assessment, employees are not participated and not know how managers validate employee There is no clear criterion for evaluation 56 - Interviewee: Ms Quynh, a supervisor of supporting officer: Question: How much autonomy is there in your job? That is, to what extent does your job permit you to decide on your own how to go about doing the work? Do you think there is relationship between job characteristic and employee engagement? My job is just a part of a big process, a piece of work My work has the role as a risk controller In my opinion, this specialization helps the bank the control risk in credit and maintaining the increasing of loans I and my co-worker work very hard and always have to work overtime However, before working at MB, I have prepared that I will have to work very hard Therefore, in my opinion, job characteristic is not influence on my engagement Question: Do you really put my heart into your job? Actually not, I try to finish my work as soon as possible because I have other things to outside work I not want to put all my heart into job Question: Can you work overtime whenever possible? No I only work in some case that I have to Question: How about interaction with your co-worker? Do you think co-worker impact on your engagement? My relationship with colleague is very good Everyone helps each other to finish their work Since the harmony atmosphere in working, I think relationship with co-worker at my office is not impact on employee engagement Question: What you think about the procedure of the bank? 57 It is changing too much My customers usually complain on the changing of MB procedure Question: How you intend to in the future? Yes, I think I will change my work when I have opportunity I not see my future at MB Question: What you think about the rewards and recognition in your organization? Is it influence on the engagement of you? Reward and recognition is not good enough for back office staff While the sales person has many reward and bonus, back officers not receive any bonus I think it is necessary to add more bonus program for back office Because of the lack of reward and recognition, employee engagement of many back office are impacted Decreasing of engagement is easily to be seen in recent years Question: What you think about the relationship between supervisor relation and engagement of employee? What you think about your direct manager? Supervisors not give enough support for their employees They are too busy to notice their employee’s aspiration and emotion The relationship between employee and supervisor in my office is not close This relationship influences directly to the engagement of employee In addition, supervisor decides decision depending a lot on their emotion Question: In your opinion, what you think about training and career development of MB Is it a relationship with engagement? Training and career development is important for enhancing and maintaining employee knowledge However, classes should establish online or using high tech equipment for 58 supporting training program of MB Organization should avoid establishing classes in the day-off so that employee can relax and rest after a week of working It is necessary to organize programs that transfer MB strategy and target for employee; by that, increasing the performance of employee for this strategy It is a close relationship between training, career development and engagement Therefore, to increase engagement of employee, organization should increase the quality of training and orient MB strategy for employee Question: What you think about distribute and procedure justice at MB? Does it influence on engagement? It is not clear evaluation criterion at MB We can right things all the time, but if some day we accidentally have a mistake, this mistake is your failure and the supervisors will take their eyes on you anytime The evaluation is impact a lot on emotion of manager Employees are not participated in the assessment and only know the result from their supervisor Because of these reasons, the engagement of employee is reduced sharply - Interviewee: Mr Sang, a sales person: Question: How much autonomy is there in your job? That is, to what extent does your job permit you to decide on your own how to go about doing the work? Do you think there is relationship between job characteristic and employee engagement? My job is affected by manager and customers In any decision that I make, I have to ask the opinion of my boss In addition, because of the specialization, a transaction includes the contribution of many different departments so it depends too much on other department decision That is the characteristic of my job In my opinion, this characteristic influence on 59 the engagement of employee, however, I think the level of influence is not so high since it is the need for ask opinion from other department Question: Do you really put my heart into your job? In the beginning, I really put my heart into the job, I feel happy when I complete a transaction and gain the belief of customer However, after two years working, I feel tired for work very hard and need some time to relax Question: Can you work overtime whenever possible? I usually work overtime but I not like it I try to finish my work as soon as possible Question: How about interaction with your co-worker? Do you think co-worker impact on your engagement? My co-worker is very good; they help me a lot in working and willing to share experience or knowledge to each other I really like to work with them Question: What you think about the procedure of the bank? Because of the changing of the State bank procedure, MB procedure need to change with it especially in recent years, it changes very much and customer hard to get along with it Question: How you intend to in the future? I not have any intention May be, in the future, I will have my own direction but nowadays, I try to survive with the daily working, no time to think about the future intention But I think I want to find something different to do, may be setting up my own business 60 Question: What you think about the rewards and recognition in your organization? Is it influence on the engagement of you? Reward is not good It is a long time since I have had a pay raise My salary is lower than my friends in other organization Question: What you think about the relationship between supervisor relation and engagement of employee? What you think about your direct manager? I think supervisor relation is good but it will be better if supervisor spend more time to listen to his or her employee feeling, participate in the social activity to increase the relationship with staff I think the relationship between employee and manager is very important for improving the engagement A good relationship with supervisor will lead to the high engagement in work Question: In your opinion, what you think about training and career development of MB MB has established many training program that suitable for the requirement of employee However, these classes are set up at the weekend, when employees want to relax after a busy week Because of this reason, employees are afraid of the training class If they continue to skip these classes, they can miss many important information and knowledge That will lead to the result of reducing the quality of work Question: What you think about distribute and procedure justice at MB? Does it influence on engagement? 61 The assessment is not public for employee, so we not know how manager evaluate us and what feature they want us to complete The assessment is taken place including managers and after that all we know is the result of the evaluation I think it not fair for us We not how we are validated In my opinion, the engagement of me to organization is impacted the most by this issue I need to have a clear criterion for evaluating employee and establish a public assessment for the participation of both employees and managers - Interviewee: Mr Huy, chief accountant of Hao Hung Company Limited Question: How you feel about MB quality? Do MB employees understand specific needs of your company? What you think about their performance? Time to complete a transaction at MB is getting longer with more paperwork to than in the past In addition, there are many mistakes on bank document Employee is good, they can understand specific needs of my company I think that your bank needs to cut off many part of process for shortening the processing time The employees seem to have so much work and pressure, they usually forget to transfer document to my company in time With the new employee, I think it is necessary for training them carefully Question: Will you continue for cooperate with MB in the future? Will you recommend MB for your friends? It is hard to promise that, however, I think your bank need to increase the service quality In the present, the processing time for a transaction at your bank is longer than other bank If the service quality is good enough, I can recommend the bank for my partner - Interviewee: Mr Canh, a chief accountant of BMB Company 62 Question: How you feel about MB quality? Do MB employees understand specific needs of your company? What you think about their performance? It takes too much time for loaning while we have to so many paper works, in addition, the bank policy is changing so much, and our company cannot catch up with it The quality of service is lower than in the past Employee tries to complete their task, however, with a transaction, it is need the participation of many departments therefore, and time for finish a transaction is long Employees are too tired for their work, sometime, I think that there are so much works to that they not know how to arrange their work, everything is like a mess Because of the above reason, MB employee performance in my opinion is not good enough Question: Will you continue for cooperate with MB in the future? Will you recommend MB for your friends? I not have the answer - Interviewee: Mrs Nhung , the president of a Company that has cooperated with MB Question: How you feel about MB quality? 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ECONOMICS HO CHI MINH CITY International School of Business HUYNH MINH TRANG SOLUTION FOR LOW EMPLOYEE ENGAGEMENT IN MILITARY JOINT- STOCK BANK – SURVEY AT HO CHI MINH CITY BRANCH. .. of employee engagement result 46 Table 5.3: List of participants 46 SOLUTION FOR LOW EMPLOYEE ENGAGEMENT IN MILITARY JOINTSTOCK BANK – SURVEY AT HO CHI MINH CITY BRANCH. .. was achieved at a high level Ho Chi Minh City Branch is the first branch of Military Bank (MB), which was established in 1996 MB is going to celebrate 20 years establishing the first branch in