Nguyen Thi Thu Ha, VN1001509 “Improving working competence of tellers in the Joint Stock Commercial Bank for Investment and Development of Vietnam – Hai Phong Branch” -1- DECLARATION OF AUTHORSHIP I hereby declare the thesis “Improving working competence of tellers in the Joint Stock Commercial Bank for Investment and Development of Vietnam – Hai Phong Branch”is my work under the guidance of Doctor Pham Thi Nhuan The contents are summarized in the learning process, the data on the subject are honestly obtained through implementing experiments which accurate and truly follow scientific logic This thesis has not been published in any research project Author -1- ACKNOWLEDGEMENT I sincerely thank Doctor Pham Thi Nhuan who has dedicatedly supported me with valuable guidance, suggestions to complete my dissertation “Improving working competence of tellers in the Joint Stock Commercial Bank for Investment and Development of Vietnam – Hai Phong Branch” I am grateful to all teachers who have taught me knowledge for two years of graduate program; I am forever thankful to my family and my classmates at IEMBA HO3 who have shown their great support during the time of study and research Yours sincerely! Author -2- TABLE OF CONTENT TABLE OF CONTENT .ii LIST OF TABLES ii LIST OF CHARTS & FIGURES ii L IST OF ABBREVIATIONS ii PREFACE The necessity of chosen topic .2 Purposes research thesis .2 Research scope and object .2 Research method Significance of research topic .2 Thesis structure .2 CHAPTER I THEORETICAL BASES OF WORKING COMPETENCE OF BANK TELLERS 1.1 WORKING COMPETENCE 1.1.1 Definition of working competence 1.1.2 Roles of working capacity assessment 1.1.2.1 Roles of working capacity assessment to employees 1.1.2.2 Roles of working capacity assessment to an organization 1.1.2.3 Roles of working capacity assessment to economy 1.1.3 Working capacity assessment model -3- 1.1.3.1 ASK model introduction 1.3.2 Elements of ASK model .2 1.2 Banking institutions and bank teller 1.2.1 Commercial bank definition .2 1.2.2 Bank teller definition 1.3 Working capacity assessment of bank teller 1.3.1 Factors contributing to working capacity of bank teller 1.3.1.1 Attitude 1.3.1.2 Skill .2 1.3.1.3 Knowledge 1.3.2 Significance of implementation of working capacity assessment model 1.3.2.1 Significance to banking institutions .2 Significance to banking institutions 1.3.3.2 Significance to bank teller .2 1.3.3.3 Significance to banking customers 1.4 Design assessment with opinions of bank manager, bank teller and customer CHAPTER II CURRENT STATUS OF WORKING COMPETENCE OF BANK TELLERS AT BIDV – HAI PHONG BRANCH 2.1 Introduction of BIDV – Hai Phong branch 2.1.1 History of establishment & development 2.1.2 Organization model 2.1.3 Business results of BIDV - Hai Phong branch in period 2012 – 2014 .2 -4- 2.2 Assessment of working capacity of bank teller at BIDV - Hai Phong Branch 2.2.1 General assessment of working capacity of bank teller at BIDV - Hai Phong Branch .2 2.2.2 Assessment of working capacity of bank teller at BIDV - Hai Phong Branch through research tools 2.2.2.1 Feedback from BIDV managers about working capacity of bank teller2 2.2.2.2 Feedback from bank tellers 2.2.2.3 Feedback from customers 2.3 Discussion about working capacity of bank tellers at BIDV – Hai Phong branch 2.3.1 Strength 2.3.2 Existing limitations and causes of problems .2 CHAPTER III SOLUTIONS TO ENHANCE WORK PERFORMANCE OF BANK TELLERS AT BIDV – HAI PHONG BRANCH 3.1 Orientation of development goals of BIDV – Hai Phong branch .2 3.1.1 Orientation of development goals of BIDV .2 3.1.2 Orientation of development goals of BIDV – Hai Phong branch 3.2 Solutions to enhance the work performance of bank teller at BIDV – Hai Phong branch 3.2.1 Enhance job performance of bank tellers through changing working attitudes 3.2.2 Improvement communication skills of tellers .2 3.2.3 Organization the professional training for tellers -5- 3.2.4 The solution for the organization and management and use of staff 3.2.5 Other solutions 3.3 Some suggestions Recommendations for BIDV CONCLUSION REFERENCE ii -6- LIST OF TABLES Table 2.1: The business results of BIDV Haiphong in period 2012-2014 .2 Table 2.2 Number of tellers at main office and transaction offices of BIDV Hai Phong Table 2.3 Number of tellers by genders: Table 2.4 Structure of the number of tellers by age .2 Table 2.5 Education level of tellers at BIDV Hai Phong Branch Bảng 2.6 Summary of foreign language, IT skills of tellers at BIDV Hai Phong Table 2.7 Years of service in BIDV .2 Table 2.9:Feedback from BIDV managers about working capacity of bank teller .2 Table 2.10: Results of feedback from bank tellers Table 2.11 Ages of surveyed customers .2 Table 2.12 Years of using BIDV and some credit institutions that customers are using as follows .2 Table 2.13: Feedback from customers on tellers at BIDV Hai Phong Table 2.14: Summary of results of survey from customers, managers, tellers Table 2.15 Summary of reviews from customers through Customers Service about tellers of BIDV Haiphong from 2012 to 2014 Table 3.1: Proposed training program for building work competence -7- LIST OF CHARTS & FIGURES Figure 1.1 ASK Model for capacity assessment Figure 1.2 The ladder of career growth of bank tellers Figure 1.3: Three components of attitude .2 Figure 2.1: Organizational Chart BIDV Hai Phong Figure 2.2: Feedback from BIDV managers about working capacity of tellers Graphic2.3: Results of feedback from bank tellers .2 Figure 2.4: Feedback from customers Figure 2.5: Results of feedback from customers on tellers -8- LIST OF ABBREVIATIONS BIDV Hai Phong: BIDV Hai Phong Branch BIDV: Back for Investment and Development of Vietnam JSC GDV Teller NH Bank NHNN State Bank NHTM Commercial Bank TTCSKH Customer Service Center -9- 3.3 Some suggestions recommendations for leaders of BIDV - The current training programs of BIDV are now quite diverse and rich in both content and form of training However, some programs have not met the needs of trainees and still not come close to the actual work Therefore, periodically training center of BIDV bank should organize surveys for employees on a number of training programs for appropriate and more useful training content.THe opinions of employees will be valuable comments for Training center to gain experience and improve in the next programs - BIDV Bank should have more closely supervision on the quality of the support department in the Headquarters The support department should clearly indicate the role and its responsibility in helping branches quickly resolve issues timely questions about the products, bank technologies or information on market - Besides, the product development department of the Bank should have regular studies on products and services features as well as the continuous improvement towards utility for customer use On behalf of such actions, the Bank staff in general and tellers in particular can confidently sell products, services of the Bank, simultaneously compete with products of rival banks - BIDV to build information systems connected from Customer Service Center down the branch to quickly, actively synthesize all customer opinions and proactively troubleshoot to help increase customer satisfaction - About costume, uniform for tellers, leaders of BIDV should hire professional designers as well as reputable providers so that the uniform of BIDV is really impressive, not only creates comfort for users but also help tellers to have more confidence in customers' view, help customers more likely to remember the image of BIDV - Remuneration and reward: BIDV should continue to maintain and to strictly implement regulations and policies of the State for workers, create maximum -64- conditions to improve the material and spiritual life of the employees on the basis of the excellent work performance, the positive contribution of workers to overall results CHAPTER III SUMMARY In Chapter 3, the author has given orientation and development goals of BIDV and BIDV in Haiphong Based on the current status and development orientation, the thesis author has proposed some solutions to improve the work capacity for the team of tellers at BIDV Hai Phong The specific solutions are: improving working attitude of tellers; improving communication skills with customers; solution for the organization of professional training for tellers After recommending a number of measures to improve work of tellers, the author also gives a number of recommendations for State Banks At the same time are a number of recommendations with leaders of BIDV in order to not only improve customer service but also improving image of BIDV on market -65- CONCLUSION In the trend of today's globalization, facing the advent of more and more banks, the competitive pressure in the industry is on the rise The banks launched many diverse products, services in order to satisfy the needs of customers with functionality and modern technological equipment In times of such fierce competition, the decisive factors help retain customers sometimes is not the interest rate, or product characteristics but are services Services and service quality are human decisive factor The human factor here is not leaders but the staff – the people who daily work with customers Those people directly represent for the image of BIDV and directly bring faith for customers Are customers satisfied with the service, they want to introduce BIDV to others, etc The answers to those questions lies in teller’s hand Therefore, the work capacity or serving attitude of tellers – the ones who directly deal with customers, is very important With knowledge, appearance, experience, ability to convince and consult, service attitudes, tellers can help the bank increase service quality but also can reduce the quality of service if the this team has low job performance Therefore, to maintain and develop in long future, BIDV needs to constantly improve the quality of tellers A good teller is the one who has deep professionals knowledge as well as frequently update self experience in work In addition, they have to train nessesary skills such as communication skill, listening skill, convincing skill, etc and especially, they have to keep a positive working attitude as well as the passion The bank leaders need to create maximum support for tellers, help them finish the job as well as increase training programs, encourage and timely give appropriate reward for tellers -66- With the topic “Improving working competence of tellers in the Joint Stock Commercial Bank for Investment and Development of Vietnam – Hai Phong Branch”, the author not only analyzes current situation but also hopes that with some recommended solutions, the team of tellers in BIDV Hai Phong can improve working competence, self-perfect all three factors: knowledge, skills and attitude, contribute to helping BIDV strongly grow in the future based on set objectives In spite of many efforts, due to ability and research conditions strain as well as the complexity of the topic so that the dissertation can not avoid shortcomings and limitations The author expects to receive comments, suggestions of scientists, teachers, managers and those interested in for dissertation to be more completed -67- REFERENCE Vietnamese documents Do Van Nam (2006 ) , Attracting and retaining goodTRE Publishing House George T.Milkovich & John W Boudreau, HR management, Statistical Publishing House Hoang Trong - Chu Nguyen Mong Ngoc (2005 ) , Data Analysis with SPSS, Statistical Publishing House Le Thanh Ha (2004 ) , psychology and art of leadership, training program for 100 CEO in HCM Nguyen Thi Minh Hien,(2003), Banking Marketing, Statistical Publishing House Nguyen Thanh Hoi (2002), HR management, Statistical Publishing House Nguyen Thanh Hoi (2004), Management in the integration world, Statistical Publishing House Nguyen Thanh Hoi, Art of leadership, Institute of Corporate Management Nguyen Thanh Hoi , Phan Thang(2001), Management, Statistical Publishing House 10 Nguyen Huu Lam (2006 ) , Art of leadership, Statistical Publishing House 11 Nguyen Huu Than(2008), Human resource management, Labor and Social Publishing House 12 Nguyen Dinh Tho (2006), Theory and scientific research , article for the workshop on writing a scientific article, HCM Economic University 13 Triinh Quoc Trung (2008), Marketing in banking industry, Statistical Publishing House -10- 14 Pham ThiTuyet (2007), “The principle basic of communication in commercial bank transactions”, Science & Banking magazine, (64), p 36-40 15 Paul Hersey & Ken Blanc Hard (1995), Human resources management,National Political Publishing House Editor: Tran Thi Hanh Dang Thanh Hung , Dang Manh Pho 16 Paul Hersey, Ken Blanc Hard (2002), Managing Organizational Behavior, Statistical Publishing House 17 Tran Kim Dung (2006 ) , Human Resource Management, Statistical Publishing House 18 Tran Kim Dung (2005), Demand , satisfaction of employees and level of commitment organizations 19 Van My Ly (2006), Impact of practical human resource management to the performance of small and medium enterprises in Ho Chi Minh English documents 20 Al-Meer, A.A (1995), "The relationships of work stress to organizational commitment, job performance, job satisfaction and individual differences: a comparative study", Public Administration 21 Bass, B.M (2000), The future of leadership in learning organization, Journal of leadership studies 22 Bernard M Bass (1997), The Ethics of Transformational Leadership, Academy of Leadership Press 23 Burger, P.C, Bass, B.M (1979), Assessment of Managers: An International Comparison, Free Press, New York, NY 24 Fred Massarik, Robert Tannenbaum, Irving R Weschler (1961), Leadership and Organization: A Behavioral Science Approach., McGraw-Hill Publisher, pp 1-12 Website www.sbv.gov.vn -11- www.bidv.com.vn APPENDIX 1: TABLE OF SURVEY QUESTIONS ABOUT WORKING CAPACITY TELLER AT BIDV HAI PHONG Hi Ms/Mr! I am a graduate student doing research on working capacity of tellers at BIDV Hai Phong Please take a few moments for comments on working capacity of tellers by filling following survey All information of your comments will be very helpful to this research and to BIDV Hai Phong All information provided will absolutely be kept confidential and only used for this study Thank you for your help Please fill in some personal information: Name: ……………………………………………………………… Age Sex:  18 -30  Male Income: Work at:  31-40  41-50  51-60  over 60  Female …………………………………………………………………… …………………………………………………………………… Work experience:  Under year  From – to yrs  From – to yrs  From – to yrs  From – to 10 yrs  Over 10 yrs Language :  English  Chinese Language level :  Excellent Educational level:  Excellent Education:  High shool  Collage  Others …………………………  Good  Good  University  Normal  Normal  Graduate school  Others ……………………………………………… -12- Please indicate your opinion about the job performance of tellers at BIDV Hai Phong by marking "x" in the box below for the statement that you believe is reasonable For each question, only choose one box to mark "x indicating the following: 1: Totally disagree 2: Disagree 3: Refuse to give opinion 4: Agree 5: Totally agree a Teller’s attitude No Discussion content Assessment scale Tellers have positive working attitude Teller are confident in their communication skills and work capacity Tellers listen to customer’s opinion and show their caring attitude toward customers Tellers are passionate about their job Tellers have high sense of responsibility Tellers are proud of their working company Tellers always show welcome and enthusiasm toward customers b) Tellers’ listening skills No Discussion content Assessment scale Tellers have good communication skills Tellers are creative at work 10 Tellers have good listening skills -13- 11 Tellers have capacity of advisory and consulting 12 Tellers have flexibility in communication 13 Tellers are able to build trust and belief from customers c) Teller’s knowledge No Discussion content Assessment scale 14 15 16 17 Tellers have good knowledge of products, services offered by BIDV Hai Phong Tellers have good professional qualifications Tellers can carry out customers’ transaction quickly and accurately Tellers have good knowledge of sales and marketing Opinion of quality of bank’s service No Discussion content Assessment scale 18 I am satisfied with BIDV Hai Phong’s service 19 You think that other customers are happy with bank’s service Please indicate comments to further improve work capacity of tellers at BIDV Hai Phong branch (if any) ……………………………………………………………………………………… ……………………………………………………………………………………… Thank you! APPENDIX 2: TABLE OF SURVEY QUESTIONS ABOUT WORKING CAPACITY TELLER AT BIDV HAI PHONG Hi Ms/Mr! -14- I am a graduate student doing research on working capacity of tellers at BIDV Hai Phong Please take a few moments for comments on working capacity of tellers by filling following survey All information of your comments will be very helpful to this research and to BIDV Hai Phong All information provided will absolutely be kept confidential and only used for this study Thank you for your help Please fill in some personal information: Name: ……………………………………………………………… Age Sex:  18 -30  Male Income: Work at:  31-40  41-50  51-60  over 60  Female …………………………………………………………………… …………………………………………………………………… Work experience:  Under year  From – to yrs  From – to yrs  From – to yrs  From – to 10 yrs  Over 10 yrs Language :  English  Chinese Language level :  Excellent Educational level:  Excellent Education:  High shool  Collage  Others …………………………  Good  Good  Normal  Normal  University  Graduate school  Others ……………………………………………… Currently you are using banking service of:  BIDV Hai Phong only 02 banking institutions 03 banking institutions over 03 banking institutions Please indicate your opinion about the job performance of tellers at BIDV Hai Phong by marking "x" in the box below for the statement that you believe is -15- reasonable For each question, only choose one box to mark "x indicating the following: 1: Totally disagree 2: Disagree 3: Refuse to give opinion 4: Agree 5: Totally agree a) Teller’s attitude No Discussion content Assessment scale Tellers have positive working attitude Teller are confident in their communication skills and work capacity Tellers listen to customer’s opinion and show their caring attitude toward customers Tellers are passionate about their job Tellers have high sense of responsibility Tellers are proud of their working company Tellers always show welcome and enthusiasm toward customers b) Tellers’ listening skills No Discussion content Assessment scale Tellers have good communication skills Tellers are creative at work 10 Tellers have good listening skills 11 Tellers have capacity of advisory and consulting 12 Tellers have flexibility in communication -16- 13 Tellers are able to build trust and belief from customers c) Teller’s knowledge No Discussion content Assessment scale 14 15 16 17 Tellers have good knowledge of products, services offered by BIDV Hai Phong Tellers have good professional qualifications Tellers can carry out customers’ transaction quickly and accurately Tellers have good knowledge of sales and marketing Opinion about quality of bank’s service No Discussion content Assessment scale 18 19 I am happy with quality of product and service at BIDV Hai Phong I will recomend to my frineds Please indicate comments to further improve work capacity of tellers at BIDV Hai Phong branch (if any) ……………………………………………………………………………………… Thank you! APPENDIX 3: TABLE OF SURVEY QUESTIONS ABOUT WORKING CAPACITY TELLER AT BIDV HAI PHONG Hi Ms/Mr! I am a graduate student doing research on working capacity of tellers at BIDV Hai Phong Please take a few moments for comments on working capacity of tellers by filling following survey All information of your comments will be very helpful to this research and to BIDV Hai Phong -17- All information provided will absolutely be kept confidential and only used for this study Thank you for your help Please fill in some personal information: Name: ………………………………………………………………  18 -30 Age Sex: Male Income: Work at:  31-40  41-50  51-60  over 60 Female …………………………………………………………………… …………………………………………………………………… Work experience: Under year From – to yrs From – to yrs From – to yrs From – to 10 yrs Over 10 yrs Language : EnglishChinese Others ………………………… Language level :ExcellentGoodNormal Educational level: ExcellentGood Normal Education: High shoolCollage UniversityGraduate school Others ……………………………………………… Please indicate your opinion about the job performance of tellers at BIDV Hai Phong by marking "x" in the box below for the statement that you believe is reasonable For each question, only choose one box to mark "x indicating the following: 1: Totally disagree 2: Disagree 3: Refuse to give opinion 4: Agree 5: Totally agree a) Teller’s attitude No Discussion content -18- Assessment scale You have positive working attitude You are confident of your communication skills You listen to customer’s opinion and show their caring attitude toward customers You love your current job You have high sense of responsibility You are proud of your company You always show welcome and enthusiasm toward customers b) Teller’s skills No Discussion content Assessment scale You certainly have good communication skills You are creative at work 10 You have good listening skills 11 They have capacity of advisory and consulting 12 You have flexibility in communication 13 You are able to build trust and belief from customers c) Teller’s knowledge No Discussion content Assessment scale 14 15 You have good knowledge of products, services offered by BIDV Hai Phong You have good professional qualifications 16 You can carry customers’ transaction quickly and accurately 17 You have good knowledge of sales and marketing Your idea about your job? No Discussion content -19- Assessment scale 18 I am satisfied with my job 19 You think that customers are happy with bank’s service Please indicate comments to further improve work capacity of tellers at BIDV Hai Phong branch (if any) ……………………………………………………………………………………… ……………………………………………………………………………………… ……………………………………………………………………………………… Thank you! -20- ... employee competency assessment To develop human resources, assessment of individual potential is the foremost importance To have effective competency assessment, it required standards of competence... research will point out their strengths and weaknesses, which will help the bank managers have a general overview on achievements and limitations which need remedying As a result, several measures... assessment (evaluation) These are basic competencies that an individual needs to converge upon receiving a job More complex work requires higher level of capacity These capabilities will be specified