Professional Documents
Culture Documents
TI KON TUM
Qun tr chin lc
MC LC
MC LC................................................................................................................. 2
LI M U...........................................................................................................4
M T DOANH NGHIP.......................................................................................5
I.
Gii thiu v Ngn hng Thng mi C phn Ngoi thng Vit Nam........5
1. Huy ng vn:..............................................................................................6
2. Hot ng tn dng.......................................................................................7
3. Dch v thanh ton v ngn qu...................................................................7
4. Cc hot ng khc......................................................................................7
IV.
Nguyn V t Thin
Qun tr chin lc
1. Kt qu kinh doanh v nhng hot ng ch yu:......................................16
NHN DIN CC NHN T CH CHT QUYT NH THNH CNG......19
I.
II. Uy tn ca NH:..............................................................................................19
III.
IV.
Cng ngh..................................................................................................20
Nguyn V t Thin
Qun tr chin lc
LI M U
Vi xu hng hi nhp kinh t quc t hin nay ngnh ngn hng l mt trong
nhng ngnh chu nh hng mnh m v r rt nht. Hi nhp c th em n
nhiu c hi pht trin nhng cng em li khng t nhng nguy c, e da v thch
thc cho ngnh ngn hng. Hin nay h thng Ngn hng trung ng Vit Nam c
mng li chi nhnh rng khp cc tnh thnh trong c nc. Hn na ngy cng c
nhiu ngn hng ra i lm cho cng cnh tranh trong ngnh ngn hng khc
lit hn bao gi ht. vt qua nhng thch thc v tn dng tt nhng c hi qua
nng cao v th cnh tranh ca mnh trn th trng, cc ngn hng phi a ra
chin lc kinh doanh ph hp cho tng thi k, tng giai on ca s pht trin;
ph hp vi xu th ton cu trn nguyn tc m bo cn bng li ch quc gia vi
li ch ca Ngn hng.
Vi chin lc kinh doanh sng sut ca mnh, Ngn hng TMCP Ngoi
thng Vit Nam (VCB) gi vng v tr dn u ca mnh v c
nh gi l Ngn hng c vai tr u tu v c tm nh hng quan trng trong h
thng Ngn hng Vit Nam vi cc li th cnh tranh, th phn huy ng vn, cc
dch v thanh ton, dch v th ; c ghi nhn gp phn quan trng cho s
nghip pht trin kinh t ca t nc trong thi k i mi.
Nguyn V t Thin
Qun tr chin lc
M T DOANH NGHIP
I.
Vit Nam
Tn y bng Ting Vit : Ngn hng Thng mi c phn Ngoi thng Vit
Nam
Tn y bng Ting Anh : Joint Stock Commercial Bank for Foreign Trade of
Viet Nam.
Tn giao dch: Vietcombank
Tn vit tt ting Anh: Vietcombank VCB
Tr s chnh: 198 Trn Quang Khi, Qun Hon Kim, HN
in thoi: (84.4) 9.343.137
Fax: (84.4) 8.241.395
Telex: 411504/411209 VCB VT
SWIFT: BFTV VNVX
Website: www.vietcombank.com.vn
ng k kinh doanh: Gy ng k kinh doanh s 105922 do trng ti kinh t Nh
nc cp ngy 03 thng 04 nm 1993, cp b sung ln th nht ngy 25 thng
11 nm 1997 v cp b sung ln th hai ngy 08 thng 05 nm 2003.M s thu :
M s thu 0100112437 ti Cc Thu HN Ti khon : S 453100301 m ti S
Giao Dch
II.
Nguyn V t Thin
Qun tr chin lc
Hot ng ngn hng bn l:
- Hot ng trong lnh vc tiu dng
- Dch v cho vay gn vi bt ng sn cho vay cm c, cho vay mua
nh
- Kinh doanh dch v ti chnh phc v khch hng th nhn
Bo him:
- Kinh doanh bo him nhn th
- Bo him phi nhn th, ti bo him
Ngn hng u t:
- Kinh doanh v u t chng khon
- Hot ng qun l ti sn/qu u t
- Dch v t vn mua, bn, chia tch, sp nhp cng ty
Dch v ti chnh khc
Nguyn V t Thin
Qun tr chin lc
2. Hot ng tn dng
Bao gm cp tn dng di hnh thc cho vay, chit khu thng phiu v cc giy
t c gi khc, bo lnh ngn hng, cho thu ti chnh, v cc hnh thc khc theo
quy nh ca NHNN
4. Cc hot ng khc
Bao gm cc hot ng gp vn, mua c phn, tham gia th trng tin t, thc hin
cc nghip v mua bn giy t c gi bng ngoi t v USD, kinh doanh ngoi hi
v vng, nghip v y thc v i l, cung ng dch v bo him, kinh doanh cc
nghip v chng khon thng qua cng ty trc thuc, cung ng dch v t vn ti
chnh, tin t, cung ng dch v bo qun hin vt qu, giy t c gi, cho thu t
kt, cm .
IV.
1. Tm nhn chin lc
Xy dng NHTMCP NTVN thnh Tp on u t ti chnh ngn hng a
nng trn c s p dng cc thng l quc t tt nht, duy tr vai tr ch o to ti
Vit Nam v tr thnh mt trong 70 nh ch ti chnh hng u Chu
vo nm 2015 2020, c phm vi hot ng quc t.NHTMCP NTVN xc nh
chin lc pht trin tp trung vo cc ni dung:Tip tc i mi v hin i ha
ton din mi mt hot ng - bt kp vi trnh khu vc v th gii; Tranh th
thi c, pht huy li th sn c ca NHNT cng nh ca cc c ng mi pht
trin, m rng lnh vc hot ng mt cch hiu qu theo c chiu rng v chiu
su.
Nguyn V t Thin
Qun tr chin lc
Bo m tng lai trong tm tay ca khch hng
S thun tin trong giao dch v cc hot ng thng mi trn th trng
V.
Mt s ch tiu ti chnh c bn
Nguyn V t Thin
Qun tr chin lc
Nguyn V t Thin
Qun tr chin lc
1.
Di hn
2.
Ngn hn
Nguyn V t Thin
Qun tr chin lc
khch hng duy nht (one -face) i vi hu ht cc giao dch. Bn cnh , ci
thin tc gii quyt yu cu ca khch hng chnh l mu cht ca cnh tranh
theo cht lng sn phm v thi gian p ng yu cu dch v.
II.
Chin lc c th
1. Di hn.
a) Chin lc dn u v chi ph
Trong lnh vc NH th chin lc dn u v chi ph ch yu l cnh tranh
trong vic kinh doanh tn dng. VCB lun cnh tranh vi cc i th bng vic lin
tc gim mc li sut cho vay cho khch hng hay khi cn huy ng vn th li t
ng li sut tin gi ln mt mc hp l. Vietcombank nhn tin gi, qun l, theo
di s d v cung cp cc dch v v ti khon cho khch hng mt cch nhanh
chng, an ton v chnh xc vi chi ph thp nht. Khi gi tin ti Vietcombank, cc
Doanh nghip c m min ph cc loi ti khon sau: Ti khon tin gi thanh
ton; ti khon tin gi c k hn v cc sn phm tin gi: k phiu, chng ch tin
giTi khon c bit: chuyn chi, chuyn thu, u t t ng.Dch v u t
t ng ca VCB, khi tin gi trn ti khon thanh ton ca cc Doanh nghip vt
mt mc nht nh gi l mc sn, phn tin vt s c t ng chuyn sang mt
ti khon c bit ti khon u t t ng. Khi s d ti khon tin gi thanh
ton gim xung thp hn mc s n, tin s c t ng chuyn t ti khon u
t v ti khon tin gi thanh ton ca Qu Doanh nghip. Vi vic s
dng cc dch v trn c th gip doanh nghip gim c mt s chi ph ng
k trong vic phc v khch hng. T gim chi ph kinh doa nh tng kh nng
cnh tranh ca doanh nghip trn th trng.Bng vic sm thit lp quan h i l
vi hn 1.000 ngn hng trn th gii, x l t ng lnh Swift v k hp ng vi
nhng t chc chuyn tin nhanh quc t (nh MoneyGram), Vietcombank lun
dn u th trng v doanh s kiu hi trong hng chc nm. Bn cnh , vi s
tin phong trong p dng core banking v pht trin mng li ATM cng th ghi
n ni a, Vietcombank t ho l ngn hng hot ng mnh v cht lng nht
dch v tr v nhn Vietcombank. Vietcombank k kt hp ng tr lng cho
hn 4000 n v l doanh nghip v cc t chc hnh chnh s nghip; km theo
l gn 1 triu lao ng s dng dch v nhn lng qua ti khon ti
Vietcombank, gp phn ng k vo chin lc thc y thanh ton khng dng
tin mt chung ca t nc.
11
Nguyn V t Thin
Qun tr chin lc
b) Chin lc khc bit ha ca VCB
Chnh sch trin khai chin lc khc bit ha ca VCB: Chin lc bo mt v
qun l ri ro, a nhng ng dng cng ngh mi vo p dng trong cc ho t ng
kinh doanh C th:Vietcombank l ngn hng u tin ti Vit Nam cho php
khch hng hng c th gi tin mt ni v thc hin rt tin bt k im giao
dch no thuc h thng trn ton quc. Ngay t nm 2001, khch hng c th s
dng dch v VCB -iBanking vi chc nng truy vn thng tin ti khon v hin
nay, bng vic hp tc vi nhiu n v cung cp dch v, VCB gia tng tin ch cho
khch hng s dng VCB -iBanking vi cc giao dch chuyn khon, thanh ton
cc dch v du lch, cc ph in thoi/internet, tin v my bay, v.v... .
Dch v thanh ton ha n t ng (billing payment) v dch v tr nhn
lng qua ti khon ngn hng l nhng v d tiu biu khc ca vic pht trin
mnh m cc sn phm bn l dnh cho khch hng c nhn. Hin nay, VCB ang
cung cp dch v billing cho khch hng ti hu ht nhng mng dch v quan trng
nh thanh ton ha n in, nc, vin thng, bo him vi a s cc nh cung
cp dch v tn tui trn th trng. V mi y nht, Vietcombank chnh
thc trin khai dch v VCB Securities-online - mt dch v kt ni trc tuyn
ti khon tin gi ca nh u t ti ngn hng vi ti khon u t chng khon
ca h ti Cng ty chng khon. Dch v ny mt mt h tr cc cng ty chng
khon v nh u t thc hin quy nh ca nh nc v vic tch bch trong qun
l ti khon tin ca nh u t mt khc to iu kin cho nh u t c th linh
hot trong s dng ng vn ca mnh thng qua cc tin ch thanh ton ni tri
trn ti khon tin gi thanh ton ti Vietcombank. y cng l c hi cho nh
u t tip cn v s dng cc dch v a dng khc ca ngn hng.
2. Ngn hn.
a) Chin lc chuyn mn ha
c th tng trng v pht trin trong iu kin cnh tranh gay gt nh hin nay
ngoi vic tp trung vo lm tha mn tt nht nhu cu ca khch hng th doanh
nghip cn s dng cc chin lc tng trng nh l chin lc chuyn mn
ha. Doanh nghip cn xc nh r cc lnh vc kinh doanh v phn cng c c
nhim v cn thc hin ca mi b phn, mi lnh vc kinh doanh mt cch c th,
r rng.
Cc chnh sch trin khai Chin lc chuyn mn ho ca VCB tp trung vo hot
ng ngn hng bn bun, kinh doanh vn, dch v thanh ton, ti tr
12
Nguyn V t Thin
Qun tr chin lc
thng mi, ti tr u t d n; chuyn mn ho theo i tng khch hng c
nhn v i tng khch hng doanh nghip
b) Chin lc a dng ha:
Nn tng c s chin lc ny l: Thay i lnh vc hot ng; Tm kim nng lc
cng sinh; Cng ngh v th trng.Cc chnh sch trin khai chin lc a dng
ho ca VCB l m rng v y mnh hot ng sang cc lnh vc ngn hng u
t, dch v bo him v cc dch v ti chnh quc t khc. C th:T nhng hot
ng cho vay c nhn nh l ban u, tri qua thi gian, cc sn phm tin vay
tng bc c chun ho thnh nhm sn phm cho tng phn on khch hng
c th nh "Cho vay Cn b qun l iu hnh", "Cho vay cn b cng nhn vin",
"Cho vay mua nh D n", "Cho vay mua t", Cho vay du hc v
trong tng lai gn l cc sn phm "Cho vay i vi h gia nh" v.v... Bn cnh
, cng tc phn on th trng v ang c xc tin mnh m da trn vic
nghin cu, kho st, nh gi th trng mt cch su sc vi mc tiu to ra cc
sn phm c trng cho tng i tng khch hng. VCB l ngn hng u tin
cung cp dch v c bit cho nhm khch hng VIP vi nhng tiu chun ring v
ch phc v, hng lot cc u i khi giao dch v nhng sn phm c thit k
ph hp. Cc sn phm cho vay cn b cng nhn vin cng c thit k chi tit
n tng phn on nh theo ni cng tc, v tr cng tc, thu nhp hng nm. Vi
s phn on th trng ph hp, cc sn phm vay vn tip cn c vi th
trng, p ng nhu cu ca tng nhm khch hng c ng nh bo m qun tr ri
ro mt cch hiu qu.
c) Chin lc tch hp
Cc chnh sch trin khai chin lc tch hp ca VCB: Thng qua lin minh, lin
kt vi nhiu ngn hng v doanh nghip trong v ngoi nc khc . Vi hn 1300
chi nhnh cc ngn hng i l, cc vn phng i din ti hn 100 quc gia v
vng lnh th. Ngoi ra, ngn hng gn b cht ch vi khch hng hn thng qua
p ng tt nhu cu ca khch hng; chnh sch li sut hp l thu ht khch
hng s dng sn phm dch v, dch v chm sc khch hng tt khin khch
hng gn b vi doanh nghip. Mt v d c th: VCB lin kt vi MTV, cung
cp th lin kt VCB - MTV phng thc thanh ton mi dnh cho th h tr nng
ng. VCB cng cng ty gii tr v truyn hnh MTV cng b k hoch khai trng
sn phm th thanh ton quc t VCB MTV s dng thng hiu MasterCard
Unembossed, mt sn phm dnh cho gii tr Vit Nam. Th thanh ton VCB MTV c kt ni trc tip vi ti khon c nhn ca khch hng m ti VCB. Loi
13
Nguyn V t Thin
Qun tr chin lc
th thanh ton mi ny c an ton cao do c cp php in t vi 100% giao
dch v c m bo an ninh bng h tng c s cng ngh tiu chun quc t ca
VCB. y s l sn phm th u tin ca dng th thanh ton MasterCard
Unembossed lin kt vi MTV ti Vit Nam v cng nm trong s nhng sn phm
MasterCard Unembossed lin kt u tin trn th gii. Th Vietcombank MTV
mang nhng tnh nng chnh ca th thanh ton quc t nh rt tin mt v mua
hng ho dch v ti hng chc triu im chp nhn th MasterCard (c ATM v
n v cung ng hng ho dch v) ti Vit Nam v ton th gii. c bit, ch
th cn c hng nhng u i c o, vt tri rt ph hp vi c tnh ca gii
tr.
d) Chin lc cng
Chnh sch trin khai chin lc cng ca VCB th hin qua vic khng
ngng gia tng th phn v doanh s bn ca cc sn phm/dch v hin ti, cung
cp cc sn phm/dch v mi. Vi hn 1300 chi nhnh Vit nam v cc nc
trn th gii, VCB d dng tip cn vi cc khch hng tim nng. Khng nhng
vy, Vietcombank cng u t n vic xc tin cc sn phm dch v n vi
khch hng. Bng chng l cc on qung co lin tc xut hin trn TV, qung
co ngoi tri, bandroll Ngoi ra, nhng hot ng mang tnh cng ng
cng c VCB thc hin thng xuyn v lin tc. l cc hot ng t thin
nh gy qu n n p ngha, qu v ngi nghoTt c nhng hot ng trn
nhm nng cao hnh nh ca VCB trong mt khch hng, a hnh nh ca VCB
khc su vo tm tr khch hng, t s g ip VCB d dng tip cn vi khch
hng hn.
e) Chin lc lin minh, hp tc:
Trong bi cnh kinh doanh hin nay, c bit khi Vit Nam gia nhp WTO, vn
cnh tranh trong kinh doanh hin nay tr nn gay gt. Bn cnh cc dch v, sn
phm truyn thng, VCB c s kt hp cht ch vi cc t chc v doanh nghip
khc a ra cc dch v, sn phm gi tr gia tng thu ht khch hng, c
th:Cung cp mt s sn phm lin kt: Th thanh ton (lin kt gia VCB v mt
doanh nghip cung cp dch v nh hng khng, vin thng); Dch v cho vay tr
gp khi mua sn phm ca mt s doanh nghip; Dch v thanh ton
Mt v d c th: VCB lin kt vi MTV, cung cp th lin kt VCB - MTV
phng thc thanh ton mi dnh cho th h tr nng ng. VCB cng cng ty gii
tr v truyn hnh MTV cng b k hoch khai trng sn phm th thanh ton quc
t VCB MTV s dng thng hiu MasterCard Unembossed, mt sn phm dnh
14
Nguyn V t Thin
Qun tr chin lc
cho gii tr Vit Nam. Th thanh ton VCB - MTV c kt ni trc tip vi ti
khon c nhn ca khch hng m ti VCB. Loi th thanh ton mi ny c an
ton cao do c cp php in t vi 100% giao dch v c m bo an ninh
bng h tng c s cng ngh tiu chun quc t ca VCB. y s l sn phm th
u tin ca dng th thanh ton MasterCard Unembossed lin kt vi MTV ti
Vit Nam v cng nm trong s nhng sn phm MasterCard Unembossed lin kt
u tin trn th gii. Th Vietcombank MTV mang nhng tnh nng chnh ca
th thanh ton quc t nh rt tin mt v mua hng ho dch v ti hng chc triu
im chp nhn th MasterCard (c ATM v n v cung ng hng ho dch v)
ti Vit Nam v ton th gii. c bit, ch th cn c hng nhng u i c
o, vt tri rt ph hp vi c tnh ca gii tr.
15
Nguyn V t Thin
Qun tr chin lc
II.
Nguyn V t Thin
Qun tr chin lc
thp hn nhiu so vi tc tng trng tn dng chung ca ton ngnh Ngn hng
(37,7%), nhng m bo c s cn bng gia an ton v hiu qu trong hot
ng tn dng, coi trng vic nng cao cht lng tn dng vi cc bin php: c
cu li danh mc u t, cng c quan h khch hng; p dng k thut hin i
vo qun tr danh mc u t, kim sot cht ch cht lng tn dng, qun tr ri ro
Kt qu l cht lng tn dng ca Vietcombank trong nm 2009 c ci thin
ng k. n 31/12/09 t l n xu ca Vietcombank l 2,47% - thp hn nhiu so
vi mc 4,61% vo cui nm 2008, thp hn mc d kin m i hi c ng cho
php l 3,5%.
d) Hot ng thanh ton xut nhp khu:
Nm 2009 chu tc ng ca cuc khng hong kinh t v suy thoi ton cu, hot
ng xut khu ca c nc gp kh khan v b st gim. Trong bi cnh chung,
hot ng thanh ton ca Vietcombank cng khng trnh khi s tt gim. Doanh
s thanh ton xut nhp khu ca Vietcombank t 25,62 t USD, gim 23,8% so
vi nm 2008. Mc d vy, Vietcombank vn duy tr phn ln trong hot ng tanh
ton XNK: chim 20,4% trong tng kim ngch XNK ca c nc nm 2009.
e) Hot ng th:
Vietcombank l ngn hng c s lng th pht hnh v doanh s thanh ton khng
ngng gia tng qua cc nm v lun gi v tr dn u v cc ch tiu ny trn th
trng th Vit Nam. Tng s lng th do Vietcombank pht hnh c 966.243
th, tng 11,7% so vi nm 2008. Doanh s thanh ton th quc t t 567 triu
USD, t 105,5% k hoch nm. Vietcombank hin chim hn 53% th phn thanh
ton th quc t, gn 36% th phn doanh s s dng th cc loi.
f) Kinh doanh ngoi t:
Nm 2009 l nm rt kh khan cho hot ng kinh doanh ngoi t do tnh hnh t
gi v th trng ngoi t c nhiu bin ng ln, tnh trng cng thng cung ngoi
t ko di. Do vy, tng doanh s mua bn ngoi t ca Vietcombank trong nm
2009 gim 14,3% so vi nm 2008. Trong nm, Vietcombank bm st th trng,
lin tc a ra cc chnh sch ch o thch ng vi s thay i ca th trng,
ng thi p dng cc bin php iu tit mua ngoi t hn ch ri ro. Kt qu
hot ng kinh doanh ngoi t trong nm ng gp mt ngun thu ng k trong
tng thu nhp ca Vietcombank.
17
Nguyn V t Thin
Qun tr chin lc
g) Ngn hng bn l:
Trong nm 2009, Vietcombank xy dng cc chnh sch p dng cho khch hng
c nhn, iu chnh theo st din bin ca th trng, t khuyn mi, chm sc
khch hng ti cc chnh sch gi, ph, li xut, cng nh cung cp hng lot cc
sn phm mi. Kt thc nm, cc ch tiu k hoch bn l ng thc hin kh
tt v tng i ton din. Tnh n ngy 31/12/09, huy ng vn t dn c tng
34,5% so vi 31/12/08; Tng d n cho vay tng 36%; Tng doanh s chuyn tin
n trc tip cho khch hng c nhn trong nm 2009 l 1.016 triu USD; doanh s
chuyn tin c nhn gin tip qua cc doanh nghip v ngn hng lm dch v
khong 300 triu USD; cc dch v in t c y mnh v quan tm. Dijhc v
Internet B@nking; SMS B@nking, VCB-Securities-Online u c s khch hng
s dng gia tng c v s lng v doanh s.
h) Hot ng gp vn u t, lin doanh, mua c phn:
n 31/12/2009. Vietcombank tham gia gp vn vo 29 n v. Tng vn gp u
t, lin doanh, mua c phn t 3.527 t ng (khng bao gm phn vn gp vo
cc cng ty trc thuc), chim 29,1% vn iu l. Vn gp vo lin doanh vi cc
di tc nc ngoi chim 30,5%, gp vn c phn vi cc TCTD trong nc chim
55,4%, gp vn c phn vi cc TCKT trong nc khong 14,1%. Tng thu nhp t
hot ng vn, mua c phn trong nm 2009 t 454,7 t ng.
18
Nguyn V t Thin
Qun tr chin lc
II.
Uy tn ca NH:
19
Nguyn V t Thin
Qun tr chin lc
ca VCB, trong nm 2008 ngn hng VCB lun ng u vi mc li u i nht
trong h thng ngn hng VN.
IV.
Vi dch v chm sc khch hng a dng v cht lng dch v tt, NH s thu
c li ch nh:
Nng cao kh nng cnh tranh ca NH.
Tht cht mi quan h vi cc khch hng, lm khch hng gn b hn i vi
thng hiu ca NH.
Nng cao s tho mn ca khch hng i vi dch v ca NH; p ng tt hn
nhu cu ca khch hng
Cung cp mt h thng thng nht, chnh xc v nhanh chng qun l cc
chng trnh chm sc khch hng.Trong xu th hi nhp v m ca t nc, cc
NH khng th l ngi ng ngoi cuc. Hi nhp mang li cho cc NH nhng vn
hi v c nhng thch thc to ln, i hi cc ngn hng phi t vn ng i mi
hot ng tng cng sc cnh tranh ca mnh. C th thy rng, trong tng lai,
hot ng ngn hng VN s a dng phc tp hn rt nhiu vi mc cnh
tranh ngy cng khc lit. V vy, NH mun ng vng trn th trng hin nay
phi c gng gy dng lng tin ca mnh, thng qua cht lng dch v m NH
cung cp cho khch hng.Nng cao cht lng dch v NH l vn sng cn trong
cnh tranh ca cc doanh nghip cung cp dch v ti chnh. nng cao cht
lng dch v ti chnh cc NH cn ch trng cc bin php nng cao trnh
nghip v, k nng khai thc dch v, thi phc v cho i ng cn b, nhn vin
ca mnh; hon thin cc qui trnh nghip v; ng thi tng cng cc bin php
kim tra, gim st v qun l ri ro; nng cao cht lng dch v chm sc khch
hng.
V.
20
Nguyn V t Thin
Qun tr chin lc
VI.
Cng ngh
Cnh tranh khc lit gia cc doanh nghip trong nn kinh t khi m Th gii ngy
cng phng dn l iu khng trnh khi. Vi ngnh ngn hng ti
chnh, cuc cnh tranh cng tr nn khc lit hn bao gi ht. Khi c ch i vi
khch hng l nh nhau, li ch, li xut m cc ngn hng em n cho cc khch
hng l ging nhau th cng ngh c nhiu ngi nhn nhn s tr thnh yu
t then cht trong cuc chy ua gia cc ngn hng trong vic thu ht nhng
khch hng s dng dch v. Bi cng ngh quyt nh n vic a ra sn phm
mi v kh nng p ng tt nhu cu ca mi khch hng.
21
Nguyn V t Thin