Solutions to improve staff behavior – case in Agribank Song Than

Abstract

The purpose of this paper is figuring out the solution to improve the performance of the employees in Agribank Song Than. From the symptom – decreased profit of five VIP customers in Agribank Song Than in 2019, through theories and the in-depth interviews with people of the bank and involved customers, the writer explores that the central problem is poor behavior of the staff and the main cause leading to this problem is over workload. Moreover, the employee behavior plays an important role in customer’s satisfaction specialized in a service company as Agribank Song Than. Therefore, it is necessary to find the resolution to solve the heavy workload for the employees. Every organization will have their own strategies to increase the staff behavior. The companies often focus on training or the compensation and benefits, and fail to mention the restructuring organization. Restructuring is not a simple work because it can be received negative responses from the employees if it is not satisfying the staff’s demands. From figuring out the real cause “over workload” leading to the decreased profits of five VIP customers, the thesis finds the best solution for this case in Agribank Song Than is reorganization which should be executed annually with a detailed action plan to enhance the employee behavior and working motivation.