Problem solving for unstandardized internal workflow of operation team – Ho Chi Minh City – a Bank Vietnam

Abstract

This thesis addresses the critical issue of unstandardized internal workflow within the service team at A Bank Vietnam, specifically focusing on the Ho Chi Minh City branch. A has a rich history in Vietnam, dating back to 1904, when the bank opened its first branch in Ho Chi Minh City. Until 2009 to achieve a significant milestone by launching operations as a locally incorporated entity, A Bank (Vietnam) Limited. The banking industry in Vietnam has recently faced challenges due to market fluctuations, interest rate changes, and regulatory shifts. These factors have placed A in a sensitive position, requiring a more aggressive approach to sustain its business growth. The research conducted for this thesis focuses on the Ho Chi Minh branch's business operations team, identifying three primary problems: unstandardized internal processes, unclear career paths, and leadership issues. Through in-depth interviews, data collection from the human resources team, and a review of secondary data sources, including literature reviews, the root causes of these problems were identified. A particularly concerning symptom of these issues is the high turnover rate within the team. This thesis aims to provide a clear understanding of the challenges faced by A Bank Vietnam, particularly within its Ho Chi Minh branch. By analysing the internal workflow problems and their underlying causes, viewers will gain valuable insights into potential solutions to enhance efficiency, clarify career paths, and improve leadership practices within the organization. Ultimately, this research seeks to contribute to the bank's sustainable growth and success in the dynamic Vietnamese banking industry.