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Phân tích thực trạng ứng dụng CNTTTT tại maritime bank – triển khai hiệu quả phần mềm CRMe

GENERAL INTRODUCTION
In the context of fierce competition in the Vietnamese banking industry today, all credit
institutions continuously seek unique approach to fully draw on their competitive
advantages so that they can become leading banks in Vietnam.
In order to reach its same goal, Vietnam Maritime Commercial Joint Stock Bank
(Maritime Bank or MSB) has put priority on information technology (IT) development
and considered it as one of important business strategies for a number of years.The
Information Technology Team (ITT) of the MSB is responsible for reporting the bank on
the Customer Relation Management (CRM) Software Development Project. ITT asks for
the Management Board’s approval of the Project’s budget, HR, lead-time and IT
application activities. This will result in the customer service improvement and
innovation and thereby grasp business opportunities to dominate the banking industry in
Vietnam. Effective CRM is currently among pressing tasks of not only MSB but also of
other types of business in the open economy context nowadays.
I. AN INTRODUCTION ABOUT VIETNAM MARITIME COMMERCIAL JOINT
STOCK BANK – MARITIMEBANK – MSB
MARITIME is the leading bank in the field of providing financial products and services
in Vietnam. It has a charter capital of VND 8,000 billion and total assets of more than
VND 110,000 billion. Its networks are constantly expanded from 16 units in 2005 to
nearly 216 branches at the present. Maritime Bank has recruited 5,000 employees who
are doctors, masters and bachelors. Being established in 1991, MSB has achieved a

number of achievements that position its brand in the domestic as well as global markets.
Along with its decision of comprehensively changing in business orientation, brand
image, transaction space design, customer service, etc, Maritime Bank is recognized as
one of the most innovative banks in Vietnam with the most daring planning and the most

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professional and modern transaction model. One of the most critical tasks of MSB is
developing an advanced IT system which satisfies the requirements of the financing &
banking industry and helps the Bank expand into international markets.

1.

Some brief information about MARITIME BANK

Creating sustainable value
Vietnamese name: Ngân hàng TMCP Hàng Hải Việt Nam
English name: Vietnam Maritime Commercial Joint Stock Bank (Maritime Bank)
Address: No. 88 Lang Ha, Dong Da, Hanoi
Tel.: 04.37718989 - Fax: 04.7718899
Website: http://www.msb.com.vn; - Email: msb@msb.com.vn
SWIFT Code: MCOBVNVXXXX.
2. Lines of business
Mobilizing short, medium and long term funds; Accepting investment trust funds and
development funds; Providing short, medium and long term loans; Discounting valuable
papers;Joint investing in economic organizations; Providing domestic and international
payment services;Trade financing; Forex trading; other banking services.

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3. Organization structure

4. Vision, mission and core values
Maritime Bank has identified its unique direction with clear mission and vision. Our
vision is "Becoming one of the best commercial banks in Vietnam. SMB mission is
"Providing our customers with the best products and services based on their needs." Our
core value is "Creating and adding sustainable value"!


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5. An analysis of the current status of IT application at Maritime Bank.
Up to date, MSB has deployed hundreds of technology projects in order to develop and
diversify services as well as continuously innovate existing products. Typical projects
implemented include Internet Banking upgrading, Mobile Banking, credit cards
improvement, Kondor +, FX and ERP projects. Maritime Bank is the first bank in
Vietnam which invested and applied Treasury transaction management system to its front,
middle and back offices. With this new management system, credit lines are controlled
automatically right in the transaction process. The system also provides tools to identify
risk limit, Var model and derivative pricing models.
In addition to promoting the development of new technology, Maritime Bank also focuses
on maintaining the quality of existing technology by investing in the platform as well as
adding and innovating operation procedures. Therefore, the application system constantly
and stably operates (stability level of 99%), ensuring the smoothness of transaction
activities under the system.
II.

Evaluation of competitors and respective comparison:

In this fierce competition business environment, Maritime Bank is facing direct
competition of a great number of credit institutions including commercial banks, jointstock commercial banks (JSB), foreign bank branches, joint venture banks and wholly
foreign - owned banks, particularly those who have the same target customers or provide
the same products and/or services.
Strong competitors become a tough challenge to SMB. Foreign credit institutions with
their strong financial potentials, advanced technology, banking experience of hundreds of
years and professional procedures of business administration and risk management like
City bank, Standard charter Bank, HSBC, etc are major rivals of Maritime Bank.

III.

Analysis of experiences of other domestic and foreign banks and respective

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lessons
Lessons learnt from a series of recent merges among domestic banks reflect difficulties
and challenges credit institutions have to face.
Year of financial statement
2002

2003

2004

2005
Quarter:
1
44889343.00

2005
Quarter:
3
53063957.00

44918286.00

44892235.00

44899144.0
0

ASSETS
46764830
A
CURRENT
8158991
ASSET
I
Cash and cash
234
equivalent
1
Cash
213
2
Bank deposit
3
Current
remittance
Customer
classification
4
Cash equivalents
21
Customer
type
II
Short
term
3236
Customer
code (CIF)
financial
investments
Company
name
1
Short-term
3213
Company
name
abbreviation
securities
2
Others
Headquarter
3
Provisions for
23
Average
workforce
short-term
Line ofinvestment
business
reduction
Type of company
III
Short-term
38891
Financial
and auditing statement
receivables
1
Customer
3213
Annual
financial statement
receivables
Date
ofAdvanced
updating financial statement
2
payment for
Loan term
vendor
Loan purpose
3
Short-term
3213
Monthsinternal
of relation with MSB
Branch
[Type a Name
quote of
from
the
document or
credit
staff
receivables
Current
debt
balance
the summary
of
an
interesting
point.
Head
ofReceivables
credit Department
4
12
Equity
(million
VND)
You canCentral
position
the text
credit
policy
(subject
toboxexpert
Page
5 (million
anywhere
the
Use
the
Leader
ofdocument.
credit
underwriting
construction
Netinrevenue
VND)
Text Box Tools contract
tab to change the
Total asset (million VND)
Back
Staff inof
Customer
charge
information
formatting
the
pull quote text box.]
progress)

46735959
8129948

46742868
8127446

46733067
8120945

54907681
16295070

3214

313

322

333

321

21

1

312
1

324

633

1
3339

312
312

DIFFERENCE
BETWEEN TOTAL
ASSET AND TOTAL
FUND

3213

213
321
3

312
321

3
3123

312

9780

9870

654

334

321

3123
321

3123

321

321

3213

Continue

321


6

IV
1
2

Provisions for
short-term bad
debt
Inventories
Goods in
transportation
Materials

Page 6

321

1688760
3123

3213

1688760
3123

1688760
3123

13

1688760
3123

9866221

321213



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