I.

phimPHN TCH MI TRNG BN TRONG

1. V th ACB trong ngnh
a) Tnh hnh hat ng nm 2011

Nm 2011 y kh khn nhng ACB vn vt k hoch v mc tng li nhun trc thu. Trong hot ng kinh doanh ngn hng t 4.175 t tng 24% so vi cui 2010. Cc ch tiu khc v quy m nh tng ti sn c bc tin nhanh v bn vng. Trong ton b mc tng ti sn ny c 63% l xut pht t ngun vn bn vng l tin gi ca khch hng. Ngoi ra, chnh sch tng tc tn dng u nm cho khch hng c nhn v t chc kinh t tng 18%, gp 1,5 ln bnh qun ngnh. n cui 2011, d n cho vay khch hng tng 1,2 ln a th phn tn dng ca ACB tng 0,2% ln 4%. Hot ng tn dng l hot ng ct li to nn thu nhp cho ACB. Nh vy, huy ng tin gi v cho vay khch hng ca ACB u t tc tng trng cao hn bnh qun ngnh. b) V qun l ri ro T l an ton vn ring l t 9,24%; t l an ton vn hp nht t 9,25% u cao hn quy nh ca Ngn hng Nh nc l 9%. T l kh nng chi tr cng vt quy nh 3,47%.

ACB kim sot ri ro tn dng tt trc hin trng tnh hnh tn dng ca ton ngnh i xung. Trong nm 2011, ACB tp trung nhiu ngun lc cho cng tc phn tch nguyn nhn v cnh bo nguy c pht sinh n qu hn ca h thng ng thi thc thi rt quyt lit cng tc c thc, x l thu hi n. Kt qu n cui nm 2011, t l n nhm 3 n nhm 5 ca ACB l 0,89%, ch bng xp x 1/4 so vi ngnh (khong 3,4%). y l im mnh ca ACB c) Thanh khon vn c m bo Tnh thanh khon c th hin vic duy tr tng trng huy ng vn v cho vay ca ACB. T s d n cho vay/ tin gi ca ACB mc 56% tng ng vi cc nm trc v thp nht trong s cc ngn hng c kho st.

Vic nm gi nhiu tri phiu Chnh Ph cng lm tng kh nng thanh khon ca ACB. V vy ACB khng vi v pht hnh tri phiu nh cc ngn hng khc ang lm. Thu nhp ca ACB n nh hn da khi duy tr kh nng thanh khon cao. Chng t qun tr thanh khon l u tin hng u ca ACB. im mnh ca ACB d) Kh nng huy ng vn v hot ng cho vay Kh nng huy ng tin gi khch hng cng nh hot ng cho vay ca ACB qu 1 so vi cc ngn hng ln l kh cao v ang c chiu hng tng.

Ngun: Cafe.vn

N xu ca ACB thp nht so vi 4 ngn hng c kho st. Tuy lng n xu ca ACB tng 38,9% nhng n xu ca ACB vn thp nht.

Ngun: Cafe.vn

y l im mnh ca ACB.

2. So snh ACB vi i th trc tip- Techcombank

Vi tng ti sn, kh nng huy ng tin gi ACB hin nay ang nm trong top u trong khi cc ngn hng TMCP. S lng cc i th cnh tranh kh nhiu nhng xt trn nhiu phng din nh cng nhm vo th trng bn l, vi thi gian hot ng v s lng chi nhnh v phng ban giao dch gn nhau th Techcombank c ch n nht. Da vo cc ch tiu sau so snh li th ca 2 ngn hng ny trong nm 2011 va qua: a) Tng quan ti chnh nm 2011 ACB Vn iu l Tng ti sn Vn ch s hu Li nhun trc thu ROA ROE 9.377 t ng 281.019 t ng 11.959 t ng 4.203 t ng 1,7% 36% Techcombank 8.788 t ng 180.531 t ng 12.516 t ng 4.221 t ng 1,75% 25,2%

Qua bng tng hp trn, ta thy tng ti sn ca ACB ln hn gp 1,5 ln tng ti sn ca Techcombank. Tuy nhin, vn ch s hu ca ACB li nh hn Techcombank. Tuy xt v ti sn, ACB c v mnh hn Techcombank, nhng ta thy im mnh c v khng bn vng. Ngun vn ca ACB nhiu hn l nh cc khon n phi. iu cho thy nng lc ti chnh thc s ca ACB thp hn Techcombank mt cht. Vi t s ROE cao hn Techcombank nhiu, cho thy hiu qu ca vic s dng vn ch s hu ca ACB tt hn Techcombank, phn no th hin tnh hiu qu hot ng ca cc chi nhnh v phng giao dch (CN&PGD) ca ACB. y l im mnh ca ACB. b) Mng li phn phi ACB S chi nhnh S lng my ATM 326 366 Techcombank 307 1.205

S chi nhnh ca ACB nhiu hn Techcombank nn ACB c th t vn,phuc v khch hng tt hn. Tuy nhin, s lng my ATM ca ACB t hn nhiu so vi Techcombank, gy mt thun tin trong vic s dng th. y l im yu ca ACB. c) Qun tr ngun nhn lc
Techcombank

Xy dng, pht trin, ci tin v hon thin quy trnh, chnh sch v h thng nhn s Trong nm 2011, da trn B t in Nng lc gm 34 bn nng lc v 800 bn m t cng vic, Techcombank hon thnh vic xy dng bn danh sch m t chi tit cng vic v k nng cng vic cho tng chc danh trn ton h thng Ngn hng. Nh vy, Techcombank thc hin c chnh sch lng thng d dng v cng bng, cng nh thu ht c nhiu nhn ti hn. o to v pht trin nng lc cho cn b nhn vin trn ton h thng qua nhiu phng thc:

Chun ha chng trnh o to nhn vin mi; trin khai h thng hc tp trc tuyn Elearning. Vi mc tiu khuyn khch v to ng lc pht trin cho i ng cn b nhn vin, Techcombank tin hnh hng dn cc n v chn la v nh gi cc nhn vin tim nng chn ra Nh lnh o tng lai cho Ngn hng. ng thi, trong nm 2011, bi dng v ghi nhn nhng nhn vin c thnh tch xut sc trong cng vic, ngn hng bt hn 550 cn b ln cc v tr qun l trong ni b Ngn hng. Bn cnh , nm trong k hoch pht trin ngun nhn lc, Techcombank tm kim, o to ngun nhn lc tng lai cho Ngn hng thng qua Chng trnh Future Banker, tm dch l Nhn vin ngn hng tng lai. Techcombank phi hp vi cc trng i hc, cng ty nhn s t chc cc ngy hi vic lm ti cc trng i hc, cc cuc thi th sc cng nh tuyn dng v cc chng trnh thc tp sinh, ti tr hc bng Thay i phng php tip cn i vi hot ng nhn s Techcombank trin khai Chng trnh Chuyn i Nhn s vi s h tr t pha cc chuyn gia Nhn s ca i tc chin lc HSBC. Chng trnh s to ra cc chc nng Nhn s tin tin, chuyn nghip v tt nht nhm gip pht trin su cc kh nng cng nh vai tr lnh o trong ni b Techcombank. Hot ng truyn thng v cng tc trin khai cc chnh sch, quy trnh v h thng mi Thc hin kho st mc cam kt ca nhn vin vi Ngn hng Thng qua Cng ty t vn Nhn s quc t hng u Hay Group, Techcombank trin khai phng php kho st mc cam kt ca CBNV. Kt qu t l phn hi t c l 88%, chng minh s cam kt gn b lu di ca CBNV i vi cng cuc xy dng v pht trin Ngn hng. tip ni l trnh chin lc nhn s, nm 2012, Techcombank tip tc trin khai cc nhim v trong giai on 2 Xy dng nng lc i ng nhn vin theo chin lc nhn s, tp trung hon thin vic xy dng nng lc nhn vin v thay i t duy trong hot ng nhn s.
ACB

Chnh sch o to v hot ng o to Chnh sch o to ti ACB trong nm 2011 c cc ni dung chnh nh sau: (1) o to p ng tiu chun nng lc theo tng chc danh phc v k hoch pht trin mng li ca Ngn hng; (2) a dng ha loi hnh o to, kt hp o to trn lp hc v cc loi hnh o to khc nh o to e-learning v o to ti ch; (3) Nng cao tnh thc tin trong chng trnh o to bng cch kp thi o to v sn phm mi, qui trnh mi v cng ngh mi ngay sau khi ban hnh; (4) Ch trng o to ni dung nng cao

cht lng phc v khch hng; (5) o to cc trng n v theo chng trnh chun ha v nghip v kinh doanh, k nng qun l, v pht trin ti nng. Chnh sch lng thng Trong nm 2011, hot ng o to ti ACB c cc thnh tch sau: (1) T chc c 759 kha hc vi 30.278 lt nhn vin tham d vi s ngy trung bnh o to ca nhn vin trong nm l 11,8 ngy; (2) Trin khai cc kha hc e-learning v thi kim tra nghip v trc cho 9.856 lt nhn vin; (3) T chc hai lp qun l chi nhnh cho 66 gim c, ph gim c, v qun tr vin tp s; v 3 lp qun l ti nng v quy hoch nhn s k tha cho 94 trng n v; (4) T chc 118 lp tiu chun cht lng phc v khch hng cho 3.301 nhn vin trc tip giao dch vi khch hng. ACB lun duy tr chnh sch lng thng cnh tranh trn c s kho st lng trn th trng lao ng v kho st mc hi lng ca nhn vin i vi chnh sch lng thng ca Ngn hng c nhng iu chnh kp thi. ACB cng p dng chnh sch lng thng cnh tranh dnh cho Ban Tng gim c v cn b qun l iu hnh cp cao theo hiu qu lm vic v thnh tch ca n v; v cung cp nhng phc li nh c phiu thng, xe t, bo him tai nn, ch chm sc sc khe c bit ACB Care dnh cho cp qun l v thn nhn, khm sc kho nh k ti bnh vin cao cp. Trong nm 2011, ACB s dng t vn bn ngoi xy dng mt h thng i ng mang tnh cnh tranh, cng bng v minh bch. H thng i ng mi ny s a vo p dng trong nm 2012. y l im yu ca ACB so vi Techcombank v khng c cng c gip nh gi lng thng mt cch cng bng v d dng, khng c chnh sch thu ht ngun nhn lc tng lai mt cch r rng. d) Qun tr ri ro ACB Kim sot ri ro Hi ng ALCO c chc nng qun l cu trc bng tng kt ti sn ca Ngn hng, xy dng v gim st cc ch tiu ti chnh, tn dng ph hp vi chin lc kinh. Hi ng ALCO gim st v phn tch thng xuyn bng tng kt ti sn nhm tng cng kh nng sinh li v hn ch ri Techcombank Cc cng c kim sot v nhn din ri ro nh cng c Gi tr chu ri ro (Value at Risk) cho hot ng mua bn ngoi t v vng c xy dng h tr cc khi kinh doanh v lnh o cc cp v cung hng tin c th hn v ri ro th trng

ro. H s an ton vn 9,24%

chung ca Ngn hng. 11,43%

C ACB v Techcombank u c h s an ton vn nm 2011 cao hn mc Ngn hng nh nc quy nh (9%). H s an ton vn ca Techcombank cao hn ACB, chng kh nng thanh ton cc khon n c thi hn v i mt vi cc loi ri ro khc nh ri ro tn dng, ri ro vn hnh ca Techcombank cao hn ACB. im yu so vi Techcombank. e) p dng cng ngh ACB Core banking Trung tm d liu TCBS do OIS cung cp Do AICT v IBM t vn, thit k, xy dng. Trung tm d liu t chun quc t (level 3) Standardchartered Techcombank h thng ca Globus Teminos (Thy S) Oracle Exadata Database Machine X2-2 l h thng my ch nhanh nht th gii dnh cho cc ng dng kho d liu v x l giao dch trc tuyn. HSBC

ngn hng khc

y l im mnh ca ACB so vi ngnh ngn hng, nhng vn thua Techcombank v trung tm d liu. f) Sn phm, dch v th
ACB

Th ghi n ni a: Th ghi n ni a 365 Styles v ACB2GO vi logo Banknetvn. u im ni bt: 2 loi th ny c s dng giao dch ti cc my ATM v cc n v chp nhn th c logo Banknetvn, Smartlink v VNBC trn ton quc. Vi th 365 Styles, ln u tin khch hng c tng bo him khi rt tin ti cc my ATM. Ch th c th la chn s dng th 365 Styles (c thu ph) vi dch v bo him rt tin ti ATM hoc s dng th ACB2GO min ph v khng bo him. 365 Styles l th u tin ca ACB vi nhiu mu m v mu sc c nhiu la chn khi ng k.

 S dng cc dch v gia tng: thanh ton mua hng ha, dch v qua mng ti cc website thuc cc n v chp nhn th c kt ni vi h thng thanh ton trc tuyn ca ACB v i tc ca ACB, cc dch v: ACB Online, Mobile Banking, CallCenter 247 Th ghi n ni a ACB Visa Domestic (ATM2+),u im ni bt: ATM2+ vi logo Visa c th nn c th s dng ti cc my ATM mang thng hiu Visa. T chc th Visa International chim th phn ln trn th trng th, v vy phm vi giao dch ca loi th ny l rt rng. Tnh nng an ton ca th cao Thi gian x l giao dch mnh Tuy nhin, loi th ny khng i km vi cc dch v gia tng no khc. Mt khc, mc ph giao dch ca ATM2+ cao hn so vi 365 Styles v ACB2GO. Cc loi th ghi n quc t, th ghi n quc t Visa Extra Debit , th ghi n quc t Master Card Debit v th ghi n quc t ACB Visa Debit u c u im chung l: c tng bo him khi rt tin trn cc my ATM trn ton th gii. C th rt tin trn cc my ATM c logo Visa/Master Card trn ton th gii i km vi nhiu dch v gia tng: gim gi i vi dch v du lch, mua sm, gii tr Cc loi th tr trc ca ACB bao gm 3 loi:Visa Extra Prepaid, Visa Prepaid/ Master Card Dynamic, ACB Visa Electron/ MasterCard Electronic. u im ni bt: Thanh ton thun tin qua mng Internet Thanh ton cc ha n tin in, nc, in thoi, di ng, ph bo him, truyn hnh cp...hoc chuyn khon thng qua CallCenter 247 ca ACB. C th np tin thng qua h thng Home Banking, Mobile Banking, Call Centre 247. Dch v gia tng: Dch v bo him dnh cho ch th tr trc quc t. Th tn dng: c im ni bt ACB Visa Platium ACB Visa/ MasterCard.

Tng min ph 9 loi bo him: bo him c cung cp 7 loi dch v bo him tai nn du lch ton cu, hon chuyn bay C th t hng qua in thoi hoc thanh Dch v h tr ton cu: du lch, th thao ton qua internet

gii tr.

Thc hin giao dch bng bt c loi tin Bng tng kt giao dch th hng nm no trn th gii v thanh ton li cho ACB bng VND qun l v hoch nh chi tiu. Dch v ACB Online gip ch th ch ng qun l giao dch thanh ton i vi ti khon thanh ton ca mnh v thc hin chuyn khon trong v ngoi h thng linh hot. Mobile Banking: Mobile Banking l mt phng tin mi phn phi sn phm dch v ca Ngn hng Chu (ACB), cho php khch hng thc hin thanh ton ha n m khng cn phi n Ngn hng. Kim tra s d v lit k giao dch ti khon tin gi thanh ton (hoc th). Bit thng tin v li sut, t gi hi o. Thanh ton ha n tin in, nc, in thoi, truyn hnh cp, bo him Trch tin t ti khon tin gi thanh ton sang th (Visa Electron, Master Electronic, Citimart) CallCentre 247 l trung tm dch v khch hng qua in thoi cung cp cho khch hng cc dch v a dng nh: t vn cc sn phm, dch v ca ACB, tip nhn ng k vay v cung cp kt qu xt duyt h s, ng k lm th, tip nhn v gii quyt khiu ni ca khch hng
Techcombank

Techcombank l ngn hng hng u trong vic kt ni vi cc n v khc trong h thng thanh ton trc tuyn, hu ht tt c c v in t u c kt ni vi Techcombank. Cc sn phm th, my POS, my ATM ph khp cc thnh ph ln v c bit mnh nht ti H Ni cho thy phn khc th trng ca Techcombank ti Min Bc kh mnh. S nng ng ca Techcombank gp phn vo s pht trin h thng thanh ton trc tuyn ni chung v to ra hiu ng sn phm th ni ring trn ton th trng. Mng li hot ng ca Techcombank rng khp vi rt nhiu chi nhnh, phng giao dch trn ton quc. ng thi, Techcombank c rt nhiu chnh sch khuyn mi v u i khch hng v vy lng khch hng ca Techcombank rt ln. Hin nay, Techcombank v Vietcombank l 2 i tc ln nht ca Smartlink. Cc sn phm th ca Techcombank c u im ni bt khc l thanh ton v my bay Vietnam Airlines. y l dch v do Vietcombank v Smartlink trin khai m Banknetvn cha c. ACB kt ni thnh cng vi Banknetvn, Smartlink v VNBC v vy th ca ngn hng ACB c chp nhn trn phm vi rng trn ton quc. y l im mnh ca ACB.

 Cc loi th ca ACB u c nhiu u im ni tri nh mng li giao dch rng khp i km vi cc dch v nh bo him, gim gi cc dch v mua sm, du lch, thanh ton thun tin qua mng Internet hoc h thng Call Centre, Home Banking v Mobile Banking. y l im mnh ca ACB. Dch v th ca ACB c hn ch l th tc cp th i hi nhiu h s v giy t xc nhn, cha c dch v thanh ton v my bay Vietnam Airlines. y l im yu ca ACB.

3. Ma trn IFE
Cc yu t bn trong im p dng cng ngh hin i mnh H s an ton vn cao Th phn tn dng ln Th phn huy ng ln Mng li giao dch rng Vn iu l ln im Th tc lm th rc ri yu Cha c dch v thanh ton v my bay Chnh sch thu ht ngun nhn lc cha tht s hp dn S lng ATM khng nhiu lm 0,05 4 0,2 Tng 1 3,5 Nhn vo bng IFE, ta thy ACB mc trn trung bnh so vi cc im mnh v im yu ca cc i th cnh tranh ngn hng Vit Nam. Trng s 0,2 0,1 0,1 0,1 0,1 0,05 0.15 0,1 0,05 Tm quan trng 4 3,5 4 4 4 3 3 2 3 im c trng s 0,8 0,35 0,4 0,4 0,4 0,15 0,45 0,2 0,15