Phat Trien Cho Vay Tieu Dung Tai Ngan Hang Tmcp Ngoai Thuong Viet Nam Vietcombank

7/31/2019 Phat Trien Cho Vay Tieu Dung Tai Ngan Hang Tmcp Ngoai Thuong Viet Nam Vietcombank

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B GIO DC V O TO

TRNG I HC KINH T THNH PH H CH MINH

L MINH SN

PHT TRIN CHO VAY TIU DNG TI

NGN HNG THNG MI C PHN

NGOI THNG VIT NAM

(VIETCOMBANK)

LUN VN THC S KINH T

TP. H CH MINH - NM 2009


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B GIO DC V O TO

TRNG I HC KINH T THNH PH H CH MINH

L MINH SN

PHT TRIN CHO VAY TIU DNG

TI NGN HNG THNG MI C PHN

NGOI THNG VIT NAM

(VIETCOMBANK)

Chuyn ngnh : Ti chnh - Ngn hngM s : 60.31.12

LUN VN THC S KINH T

Ngi hng dn khoa hc: PGS.TS. S NH THNH

TP. H CH MINHNM 2009


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LI CAM OAN

Ti xin cam oan Lun vn ny l cng trnh nghin cu ca c nhn ti.

Cc s liu, kt qu nu trong Lun vn l do chnh bn thn ti tng hp t cc

bo co ti chnh v hot ng kinh doanh ca cc Ngn hng thng mi c

cng b ti cc bo co thng nin v cc trang web. Cc s liu hon ton

trung thc, chnh xc.

Ngi vit Lun vn

L Minh Sn

Hc vin lp m 1 Cao hc Kha 15

Chuyn ngnh: Ngn hng


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MC LC

Trang

Trang ph ba

Li cam oan

Mc lc

Danh mc cc bng s liu, biu minh ho

Li m u

CHNG I: L LUN C BN V CHO VAY TIU

DNG TRONG NN KINH T TH TRNG ... 1

1.1 Nhng vn chung v cho vay tiu dng ca NHTM .... 1

1.1.1 Khi nim, c trng tn dng ngn hng v cho vay tiu dng 11.1.2 Nguyn tc ca cho vay tiu dng .. 3

1.1.3 Vai tr ca cho vay tiu dng trong nn kinh t th trng .... 4

1.2 i tng v c im ring ca cho vay tiu dng . 6

1.2.1 i tng ca cho vay tiu dng .... 6

1.2.2 c im ca cho vay tiu dng . 6

1.3 Mt s hnh thc cho vay tiu dng ... 8

1.3.1 Cn c vo mc ch khan vay . 8

1.3.2 Cn c vo hnh thc m bo tin vay .. 8

1.3.3 Cn c vo ngun gc ca khan n.. 9

1.3.4 Cn c vo phng thc han tr n.. 11

1.4 Kinh nghip pht trin bn l ca mt s ngn hng nc

ngoi v bi hc kinh nghim cho NHTM Vit Nam . 16

1.4.1 Kinh nghim ca Ngn hng Bangkok Thi Lan . 16


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1.4.2 Kinh nghim ca Ngn hng Union Phi-lip-pin ... 171.4.3 Kinh nghim ca Ngn hng Standard Chartered Sing-ga-po.. 18

1.4.4 Kinh nghim ca Ngn hng CitiBank Nht Bn .... 19

1.4.5 Bi hc kinh nghim cho ngn hng thng mi Vit Nam.... 21

TM TT CHNG 1 23

CHNG II THC TRNG HOT NG CHO VAY

TIU DNG CA VIETCOMBANK... 24

2.1 Vi nt khi qut v Vietcombank... 24

2.1.1 Qu trnh hnh thnh v pht trin Vietcombank

2.1.2 im mt s mt hot ng kinh doanh ca Vietcombank..... 27

2.2 Thc trng hot ng cho vay tiu dng ti Vietcombank.... 34

2.2.1 Khi qut tnh hnh cho vay tiu dng ti Vietcombank . 34

2.2.2 Cc sn phm cho vay tiu dng ca Vietcombank. 372.2.3 Quy trnh cho vay tiu dng ti Vietcombank 39

2.2.4 nh gi thc trng hot ng cho vay tiu dng ca

Vietcombank 44

2.2.4.1 Cha nhn thc v quan tm ng mc v pht trin cho vay

tiu dng....................................................................................... 44

2.2.4.2 Cng tc tip th marketing, xy dng v cng c thng hiucha tt. 45

2.2.4.3 Quy ch cho vay tiu dng cha ph hp vi khch hng.. 47

2.2.4.4 Sn phm cha a dng, ri rc kh hnh thnh nhng sn

phm trn gi p ng nhu cu khch hng 48

2.3 Tim nng th trng cho vay tiu dng . 50

TM TT CHNG II . 54


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CHNG III : GII PHP PHT TRIN HAT NG

TN DNG TIU DNG CA VIETCOMBANK 55

3.1 nh hng,mc tiu pht trin ca Vietcombank... 55

3.1.1 Tm nhn v chin lc kinh doanh. 55

3.1.2 K hoch mc tiu trung hn 56

3.1.3 Quan im ca Vietcombank v hot ng cho vay bn l. 573.2 Mt s gii php pht trin hot ng tn dng tiu dng

ti Vietcombank. 62

3.2.1 Nhm gii php v quy trnh quy nh i vi cho vay tiu

dng ..... 62

3.2.1.1 Ci thin h thng cc quy trnh, quy ch, sn phm cho vay

tiu dng ph hp vi i tng khch hng c nhn. 62

3.2.1.2 Xy dng h thng chm im xp hng tn dng i vi c

nhn.. 66

3.2.1.3 iu chnh mt s quy ch cc sn phm cho vay tiu dng

hin hnh ca Vietcombank. 67

3.2.2 Nhm gii php v cng ngh v sn phm ngn hng ...... 69

3.2.2.1 Nng cp v pht trin cng ngh ngn hng... 69

3.2.2.2 y mnh pht trin cc sn phm phi tn dng to ra nhng b

sn phm trn gi......................................................................... 72

3.2.3 Nhm gii php v cng tc qung co tip th, nng cao

thng hiu Vietcombank ... 73

3.2.3.1 Cn quan tm u t ng mc cng tc nghin cu th trng. 73

3.2.3.2 Thc hin tip th qung b sn phm hiu qu i i vi qung

co thng hiu Vietcombank..................................................... 75


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3.2.3.3 Xy dng vn ho tc phong phc v khch hng mang du nring ca Vietcombank. 78

3.2.3.4 To ra s thng nht nht qun hnh nh ca Vietcombank ti

mi a im giao dch................................................................. 79

3.2.3.5 Thc hin tt chnh sch chm sc khch hng nh l mt qu

trnh hu mi tt........................................................................... 81

3.2.4 Con ngi, nhn t quyt nh thnh cng . 81

3.2.4.1 Cng tc tuyn dng. 81

3.2.4.2 Cng tc o to... 82

3.2.4.3 Ch lng thng v thng tin.. 84

3.3 Mt s gii php h tr. 85

3.3.1 Bnh n kinh t v m . 85

3.3.2 H thng qun l hnh chnh v thng tin tn dng ... 86

3.3.3 H thng lut h tr ngn hng thng mi .... 86

TM TT CHNG III. 88

Kt lun

Danh mc ti liu tham kho

Ph Lc lun vn


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DANH MC CC BNG S LIU, BIU

Hnh 1.1. S cho vay tiu dng gin tip

Hnh 1.2. S cho vay tiu dng trc tip

Hnh 2.1. Minh ho giai on tip nhn h s chun b xut cho vay trong

quy trnh cho vay tiu dng

Bng 2.1. Tnh hnh cho vay tiu dng ca Vietcombank giai on 2005 2008

Bng 2.2. Tnh hnh cho vay tiu dng mt s ngn hng thng mi

th 2.1. D bo dn s Vit Nam

th 2.2. Mc chi tiu ca mt h gia nh thnh th

th 3.1. Tc tng trng ngun vn ca Vietcombank

th 3.2. Th phn huy ng vn t nn kinh t ca Vietcombank

th 3.3. C cu vn huy ng ca Vietcombank

th 3.4. K hoch tng trng tn dng bn bun v tiu dng 2008 2013

th 3.5. C cu tn dng bn bun v tiu dng trong tng d n


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M U

1/ Tnh cp thit ca ti:

Thc tin pht trin Ngn hng trn th gii, t trng thu nhp t tn

dng ngy cng gim, thu nhp t dch v khc nh thanh ton quc t, th,

chuyn tin ,v.v. ngy cng chim t trng cao. iu ny l tt yu bi nhucu vay vn ngn hng b sung vn lu ng hay u t TSC ca cc t

chc kinh t s ngy cng gam i do c mt knh huy ng khc thay th

hiu qu hn l th trng chng khon, n mt tm pht trin no a

s cc cng ty u s c phn ho v nim yt trn th trng chng khon,

lc ny thng qua knh chng khon cc t chc kinh t s huy ng trc

tip ngun vn trong dn khng cn thng qua NH na. Trong mt s trng

hp u t ti sn c nh th doanh nghip c th la chn thc hin thng

qua cc cc cng ty thu mua ti chnh, s dng hnh thc Leasing, Factoring

.v.v. s u vit hn l vay vn trung di hn ca NH u t. Cho nn, s

n lc ch cn cc d n u t ln cn huy ng lng vn khng l th

mi cn n ngn hng v thng cc d n ny s c s ch o trc tip

ca Chnh ph. Lc ny, nhu cu tn dng ngn hng s ch cn l nhu cu tn

dng ca cc doanh nghip nh, h kinh doanh v c nhn tiu dng (cho vay

bn l) v th phn tn dng m cc ngn hng cn quan tm lc ny chnh l

nhu cu tn dng bn l c bit l mng tn dng tiu dng, mt th phn tn

dng y tim nng, ngy mt pht trin hn theo mc pht trin nn kinh

t v i sng ca ngi dn.

Vit nam sau mt qu trnh chuyn mnh theo kinh t th trng, m

ca hi nhp cng kinh t quc t c nhng bc pht trin nhanh, th

trng chng khan hnh thnh v khng ngng han thin, i sng ca


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ngi dn ngy cng c nng cao. Cho nn cc NHTM cn phi trin khai

m hnh ngn hng bn l l cn thit, v l mt xu hng hp thi i. Bn

cnh vic cho vay bn l cng ng ngha vi vic phn tn ri ro qua

gim thiu ri ro trong cho vay ca NH.

Thc trng hin nay, cc NHTM quc doanh ni chung v VCB ni

ring lu nay hu nh l tn dng bn bun (cho vay mn ln i vi cc

doanh nghip ln) l ch yu cho nn vic cho vay bn l, cho vay tiu dng

ch l mi bt u, do vy kinh nghim v lnh vc ny cha nhiu, bn cnh

c ch qun l ca NHTM quc doanh vn cn nng n quan liu cha c

s linh hot. Trong khi hng lot cc NHTM CP ngoi quc doanh trong

nc ra i sm xc nh th trng tn dng mc tiu l th trng tn

dng tiu dng, to nn i trng cnh tranh kh quyt lit, ngai ra, nc ta

bc vo hi nhp, t do ho Ngn hng v nh th tnh cnh tranh s cng

trnn khc lit hn khi c cc i gia ngn hng nc ngoi mnh hn

NHTM trong nc v mi mt c v vn ling cng nh kinh nghim vo

cuc. NHTM trong nc nu khng cn nhng chnh sch bo h ca Chnh

ph th s ch cn mt li th so vi NH nc ngoi l c mt lu hn trn

th trng trong nc, th phn chim gi c c bn. Cho nn mu cht

vn s l chim lnh ti a th trng tim nng trong nc trc khi qu

nhiu ngn hng nc ngai tham gia vo th trng.

T nhng phn tch trn, tc gi chn ti nghin cu Pht trin

cho vay tiu dng ti Ngn hng TMCP Ngoi thng Vit Nam

Vietcombank.

2. Mc ch nghin cu:

Vic nghin cu ca ti nhm xut cc gii php gip

Vietcombank m rng v pht trin mng dch v cho vay tiu dng vn cn

kh mi m nhm gp phn nng cao hn na nng lc cnh tranh caVietcombanktrong giai on hi nhp.


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3. Phng php nghin cu:

Phng php nghin cu ca ti da trn c sh thng ho nhng

vn mang tnh l lun v nghip v tn dng tiu dng v kinh nghim

thc tin trong hat ng cho vay tiu dng ca tc gi, tin hnh thng k,

tng hp s liu thc t, t phn tch nh gi a ra nhng xut kin

ngh. C th c m t theo quy trnh di y:

4. Kt cu ca lun vn:

A. Phn m u gii thiu ngha, mc ch, phng php

nghin cu v cu trc ti.

B. Phn ni dung bao gm 3 chng:

Chng 1: L lun c bn v vai tr tn dng tiu dng trong

nn kinh t th trng

Chng 2: Thc trng hot ng tn dng tiu dng ca

Vietcombank

Chng 3: Gii php pht trin hot ng tn dng tiu dng

ca Vietcombank

C. Phn kt lun mt s vn rt ra sau qu trnh nghin cu v

nhng im mi ca ti.

L thuyt tn dng ngn

hng v tn dng tiu dng

M t v phn tch thctrng tn dng tiu dng ca

Vietcombank

S liu th cp

Pht hin ra cc im hnch v xut gii php


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Trang 1/88

Chng 1

L LUN C BN V CHO VAY TIU DNG

TRONG NN KINH T TH TRNG

1.1. Nhng vn chung v cho vay tiu dng ca NHTM

1.1.1. Khi nim, c trng tn dng ngn hng v cho vay tiu dng

C nhiu cch tip cn khc nhau v khi nim tn dng ngn hng; t

cch tip cn n gin: tn dng ngn hng l quan h chuyn nhng quyn

s dng vn t ngn hng cho khch hng trong mt thi hn nht nh vi

mt khon chiph nht nh1; n cch tip cn phc tp hn: tn dng trn

c stip cn theo chc nng hot ng ca ngn hng, l mt giao dch v

ti sn (tin hoc hng ha) gia bn cho vay (ngn hng v cc nh ch ti

chnh khc), trong bn cho vay chuyn giao ti sn cho bn i vay s dng

trong mt thi hn nht nh theo tha thun,bn i vay c trch nhim hon

tr v iu kin vn gc v li cho bn cho vay khi n hn thanh ton2. Theo

tinh thn ny iu 20 Lut cc T chc tn dng ca Vit Nam nh ngha v

hot ng tn dng v cp tn dng ca cc NHTM v cc t chc tn dng

khc vit: Cp tn dng c nh ngha l vic t chc tn dng tho

thun khch hng s dng mt khon tin vi nguyn tc c hon tr.

Mi quan h tn dng ngn hng khng phi l quan h chuyn dch

vn trc tip t ni tm thi nhn ri sang ni thiu m thng qua cc trunggian l cc ngn hng. N l mt nghip v kinh doanh tin t ca ngn hng,

c thc hin theo nguyn tc hon tr v c li.

T khi nim nu trn, c th cho thy mt quan h tn dng bao gm

cc c trng sau:

Mt l, tn dng ngn hng da trn c s s tin tng gia ngi

i vay (khch hng) v ngi cho vay (ngn hng).

1 Nguyn Minh Kiu, (2005),Nghip v ngn hng, trang 54,Nh xutbn Thng k2 H Diu (chbin), (2000), Tn dng ngn hng, trang 19,Nh xutbn Thng k


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Trang 2/88

y l iu kin tin quyt thit lp quan h tn dng. Ngi cho

vay - ngn hng tin tng rng vn s c hon tr y khi n hn.

Ngi i vay cng tin vo kh nng pht huy hiu qu ca vn vay. S gp

g gia ngi i vay v ngi cho vay v lng tin tng l iu kin hnh

thnh quan h tn dng. C s ca s tin tng ny c th do uy tn ca ngi

i vay, do gi tr ti sn th chp v do s bo lnh ca mt bn th ba.

Hai l, tn dng ngn hng l s chuyn nhng tm thi mt

lng gi tr ngi cho vay cho mt ngi khc - ngi i vay, c s dng

trong mt thi gian nht nh vi cam kt hon tr c gc ln li.

i tng ca s chuyn nhng l s chuyn nhng tin t. Tnh

cht tm thi ca s chuyn nhng cp n thi gian s dng lng gi

tr . N l kt qu ca s tho thun gia ngn hng v khch hng, hai bn

m tham gia vo qu trnh chuyn nhng m bo s ph hp gia thi

gian nhn ri v thi gian cn s dng lng gi tr . S thiu ph hp ca

thi gian chuyn nhng c th nh hng n quyn li ti chnh v hot

ng kinh doanh ca c hai bn, dn n nguy c ph v quan h tn dng.

Thc cht trong tn dng ngn hng ch c s chuyn nhng quyn s dng

lng gi tr tm thi nhn ri trong khong thi gian nht nh m khng c

s thay i quyn s hu i vi lng gi tr .

Ba l, tnh hon tr ng hn c v thi gian v v gi tr. Lng

vn c chuyn nhng phi c hon tr ng hn c v thi gian v vgi tr, gi tr bao gm c gc v li. Phn li phi m bo cho lng gi tr

hon tr ln hn lng gi tr ban u. S chnh lch ny l gi tr cho quyn

s dng vn tm thi. Ni cch khc, ci gi tr cho s hy sinh quyn s

dng vn hin ti ca ngi s hu, do vy, gi tr phi ln sc

hp dn ngi s hu sn sng b qua quyn s dng lng gi tr vn tin t

ca mnh trong mt khong thi gian nht nh v mang tnh cht tm thi.Trong lch s pht trin ca kinh t hng ho, tn dng ngn hng

tri qua mt qu trnh pht trin t n gin n phc tp v k thut v


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Trang 3/88

nghip v, t phm vi hp n phm vi rng ln v khng gian ph hp vi

qu trnh pht trin ca nn sn xut hng ho ngy cng hon thin.

Tn dng tiu dng l mt trong nhng b phn ca tn dng ngn hng

ni chung nn cng c nhng c trng ca tn dng ngn hng, ngoi ra cn

c nhng c im ring nh l:

- i tng khch hng vay l c nhn v h gia nh.

- Mc ch vay nhmphc v nhu cu tiu dng ca c nhn, h gia nh.

- Ngun tr n ca khon vay tiu dng thng t tin lng hng

thng, kinh doanh c th ca khch hng, khng nht thitphi l kt qu ca

vic s dng vn vay nn i hi ngun tr nphi mang tnh n nh,

thng xuyn.

- L hnh thcbn l, gi tr ca cc khon vay thng nh, s lng

ln dn n chi ph khon vay cao. Do vy, li sut khon vay tiu dng

thng cao hn li sut cc khon vay thng mi.

1.1.2. Nguyn tc ca cho vay tiu dng

Nh nu trn, cho vay tiu dng l mt b phn ca tn dng ngn

hng ni chung nn tt nhin c nhng nguyn tc nh tn dng ngn hng:

Mt l, tn dng c hon tr vn v li sau mt thi gian nht

nh. y l nguyn tc m bo thc cht ca tn dng. Tnh cht tn dng

s b ph v nu nguyn tc ny khng c thc hin y . Ch th khi

vay vn phi cam kt tr vn v li sau mt thi gian nht nh, cam ktny c ghi trong kh c vay n hoc hp ng tn dng.

Hai l, tn dng c gi tr tng ng lm m bo. Cc gi tr

tng ng lm m bo c th l vt t hng ho trong kho, trn ng, ti

sn c nh ca doanh nghip, s d trn ti khon tin gi, ho n chun b

nhp hng hoc c th l cam kt tr n thay ca c quan khc, thm ch c

th l uy tn ca ch doanh nghip. Gi tr m bo l c s ca kh nng trn, l c s hn ch ri ro trong hot ng tn dng, l iu kin thc hin

nguyn tc th nht trong nhiu trng hp khc nhau.


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Trang 4/88

Ba l, tn dng c mc ch, theo k hoch tho thun t trc (theo

hp ng k kt). Quan h tn dng phn nh nhu cu v vn v li nhun

ca cc doanh nghip, ca khch hng. N lin quan cht ch ti qu trnh

sn xut kinh doanh, lm dch v ca cc doanh nghip, hay tiu dng c

nhn song li mang tnh tho thun rt ln. Do n phi c php lut bo

h. Hp ng tn dng phn nh nhu cu tn dng ca doanh nghip, ca

khch hng l c sphp l cho cc bn tham gia quan h tn dng, l iu

kin Ngn hng cng nh doanh nghip, khch hng tnh ton cc yu t

v hiu qu ca qu trnh kinh doanh.

1.1.3. Vai tr ca cho vay tiu dng trong nn kinh t th trng

i vi nn kinh t:

Tn dng tiu dng gp phn lm gim khi lng tin lu hnh

trong nn kinh t, c bit l tin mt trong tay cc tng lp dn c, lm gim

p lc lm pht, nhvy gp phn lm n nh tin t. Mt khc, do cung

ng vn tn dng h tr cho tiu dng kch cu cho nn kinh t, to iu

kin cho cc doanh nghip hon thnh k hoch sn xut kinh doanh lm

cho sn xut ngy cng pht trin, sn phm hng ho dch v lm ra ngy

cng nhiu, p ng c nhu cu ngy cng tng ca x hi. V c s tc

ng trli l vi nng sut, sn lng tng th doanh nghip s mrng lao

ng, nng cao tin cng, tin lng tng thu nhp cho ngi lao ng chnh

l nhng khch hng vay tiu dng ca ngn hng. Chnh nh m gpphn lm n nh th trng gi c trong nc, mt x hi pht trin mnh,

i sng n nh, ai cng c cng n vic lm l tin quan trng

n nh trt t x hi.

i vi ngn hng:

Trong xu th kinh t th gii hi nhp m ra cho ngnh ngn hng

nhiu c hipht trin. Ngn hng tr thnh mt ngnh y tim nng v ththch, thu ht c nhiu lnh vc khc lin quan. Sn phm dch v ngn hng

ngy cng phongph v a dng t huy ng vn cho n cch cp tn dng.


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Trang 5/88

Vit Nam vi dn s 84 triu ngi l mt th trng y tim nng i

vi cc ngn hng thng mi, c bit l cc sn phm dch v c nhn. Mc

sng ngi dn ngy cng cao l mt th trng hp dn cho cc ngn hng thu

ht vn (di dng tin gi thanh ton, tin tit kim), thuph dch v thanh ton

(chuyn tin,ph kim m tin,ph gi h,) v li nhun t cp tn dng. Tn

dng v dch v l hai ngun thu chnh ca cc ngn hng thng mi.

Cho vay c nhn l mt knh thun li cho cc ngn hng tip cn

khch hng gip mrng quan h vi khch hng, t lm tng kh nng

khch hng s dng cc tin ch ca ngn hng, nh: tin gi, tin thanh ton,

cc dch v chuyn tin, chuyn khon, kim m, gi h, t to iu

kin cho ngn hng thc hin a dng ho hot ng kinh doanh, nng cao

thu nhp ng thi gip ngn hng phn tn ri ro tn dng.

i vi khch hng vay:

Vi nn kinh t pht trin, khoa hc k thut hin i ngy nay, sn

xut ra nhiu hng ha a dng, phongph p ng nhu cu tiu dng trong

x hi. Tn dng tiu dng mrng s h trcho ngi dn trong vic chi

tiu (nh: mua, xy sa cha nh, mua xe, tiu dng, du lch, du hc,)

nhm nng cao mc sng, trnh dn tr ca h. Nhu cu chi tiu c p

ng s gip cho ngi lao ng c tha mn, ti to sc lao ng, kch

thch ngi dn lao ng lm vic tch cc, sng to, nng sut cao.

Mrng cho vay tiu dng qua cc ngn hng s lm gim i cc hintng cho vay nng li, gip nhng ngi ngho gim bt gnh nng trong

vic tr li tin vay mn. Qua hot ng cho vay tiu dng, ngi dn c

th tit kim tch ly u t,pht trin, nh: mua nh, xy dng, sa cha

nh , du hc, mua xe, gii tr, i sng ngi dn c nng cao.

Tm li, tn dng ngn hng ni chung cho vay tiu dng ni ring

khng nhng l hot ng quan trng nht, quyt nh s tn ti v pht trinca mi ngn hng m cn c vai tr to ln v nh hng su rng n s

pht trin ca c kinh t - x hi.


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Trang 6/88

1.2. i tng v c im ring ca cho vay tiu dng

1.2.1. i tng ca cho vay tiu dng

Cho vay tiu dng l cc khon cho vay nhm ti trcho nhu cu chi

tiu ca ngi tiu dng, bao gm c nhn v h gia nh. y l mt ngun

ti chnh quan trng gip khch hng vay trang tri nhu cu tiu dng trc

khi tch ly tit kim cho mt khon tiu dng, nh l nhu cu mua nh ,

mua sm dng gia nh, xe c, ng tin hc ph, chi ph y t, du lch .v.v.

Thng thng i tng khch hng vay ca cho vay tiu dng l

nhng c nhn c thu nhp tng i n nh.

Vit Nam tri qua mt thi gian thc hin c ch kinh t qun l tp

trung, bao cp kh di, ch mi bc vo thc hin kinh t th trng mt

thi gian cha lu do cho n nay ngi Vit Nam vn cn rt l lm i

vi cc dch v ti chnh, chaph bin thi quen s dng cc dch v tin

ch ca ngn hng. Cho nn nhn chung khch hng c nhn nc ta c

nhng c im tm l giao dch nh sau:

+ Ngi ri ro khi giao dch tin bc vi ngn hng.

+ Ngi phin phc th tc khi giao dch vi ngn hng

+ Xem ngn hng nh nh cm .

+ Ngi giao dch vi ngn hng s l thng tin v thu nhp.

+ Mc cm khng dm giao dch vi ngn hng i vi ngi c thu

nhp khng cao.1.2.2. c im ca cho vay tiu dng

Vi i tng khch hng ca cho vay tiu dng nh nu trn nn

nghip v cho vay tiu dng c c im nh sau:

+ Quy m ca tng khon vay thng nh, nhng s lng cc khon

vay nhiu do s h s giao dch thng ln nhng doanh s li thp. Vi

s lng khch hng ng v phn tn rng khp nn giao dch thun tinv y nhanh thi gian gii quyt h s ngn hng cn thit phi mnhiu

chi nhnh, vn phng giao dch v u t cng ngh online.


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+ Cho vay tiu dng thng c ri ro cao hn so vi cc loi cho vay

trong lnh vc thng mi v cng nghip, v vy li sut cho vay tiu dng

cng thng cao hn so vi li sut ca cc loi cho vay trong lnh vc ny.

Tuy nhin ri ro li phn tn rng, khi xy ra ri ro khng nh hng ln n

hot ng kinh doanh ca ngn hng. ng thi vi chnh sch qun l ri ro

ph hp ngn hng c th to li nhun cao t c nhng ngun vn huy ng

gi cao.

+ Nhu cu vay tiu dng ca khch hng thng ph thuc vo chu k

kinh t. Khi kinh t chung tng trng n nh th nhu cu tiu dng trc s

tng nhanh, khi kinh t c du hiu suy thoi hay khng hong th hot ng

ny s gim.

+ Nhu cu vay tiu dng ca khch hng hu nh t co dn vi li sut.

Do trnh nhn thc ca a s ngi dn nn thng thng ngi i vay

quan tm n s tin phi thanh ton hn l li sut m h phi chu, ngoi ra

do s tin vay thng nh nn mc chnh lch li sut khng lm cho s tin

li phi tr trong 1 thng chnh lch ng k. Khch hng vay thng ch

n vic c ngn hng cho vay bao nhiu trn s ti sn bo m hay trn

mc thu nhp ca h l chnh.

+ Mc thu nhp v trnh hc vn l hai bin s c quan h rt mt

thit ti nhu cu vay tiu dng ca khch hng.

+ Cht lng cc thng tin ti chnh ca khch hng vay thng khngcao do h thng qun l hnh chnh ca nc ta cha tt.

+ Ngun tr n ch yu ca ngi i vay c th bin ng ln ph

thuc vo qu trnh lm vic, k nng, kinh nghim i vi cng vic ca

nhng ngi ny.

+ T cch ca khch hng vay l yu t kh xc nh song li rt quan

trng, quyt nh s hon tr ca khon vay.


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1.3. Mt s hnh thc cho vay tiu dng

S pht trin cc hnh thc tn dng, nht l tn dng ngn hng, cho

n nay c nhiu thay i v pht trin c v chiu rng v chiu su. Tc

ng nh v bo ca cuc cch mng khoa hc, cng ngh; ca s ton cu

ho v khu vc ho thng qua cc t chc tin t quc t v khu vc to

iu kin cho tn dng ngn hng pht trin trnh cao, c bit l vic p

dng k thut in ton, vi s pht trin chin lc sn phm mt cch a

dng song song vi vic tin hnh cc mt hot ng ca marketing ngn

hng. Mng cho vay tiu dng ngy cng c ch trng v xem l mt trong

nhng mc tiu pht trin hng u ca cc NHTM, trn c snhng c

im ring c ca cho vay tiu dng v s phi hp nhng hnh thc tn dng

ngn hng ni chung ngy cng nhiu loi hnh sn phm cho vay tiu dng

ra i vi nhiu tn gi khc nhau. Tu trung li th cho vay tiu dng c th

phn loi theo mt s tiu thc nh sau:

1.3.1. Cn c vo mc ch vay

C thphn loi tn dng tiu dng thnh 2 loi:

Cho vay tiu dng ctr (Residential Mortgage Loan): L cc khon

cho vay nhm ti trcho nhu cu mua sm, xy dng hoc/v ci to

nh ca khch hng l c nhn hoc h gia nh.

Cho vay tiu dng phi ctr (Nonresidential Loan): L cc khon cho

vay ti trcho vic trang tri cc chiph mua sm xe c, dng gia

nh, chiph hc hnh, gii tr v du lch

1.3.2. Cn cvo hnh thc bo m tin vay:

Tn dng khng c m bo: L loi tn dng m ngi vay khng buc

phi s dng ti ti sn th chp, cm c hoc s bo lnh ca ngi th

ba, m vic cho vay ch da vo uy tn ca bn thn khch hng.

Tn dng c m bo: L loi tn dng m ngi cho vay i hi ngivay vn phi c ti sn cm c, th chp hoc bo lnh cabn th ba.


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1.3.3. Cn c vo ngun gc ca khon nc th phn loi tn dng tiu

dng thnh 2 loi:

Cho vay tiu dnggin tip (Indirect Consumer Loan): L hnh thc

cho vay trong ngn hng mua cc khon n pht sinh do nhng

cng tybn l bn chu hng ha hay dch v cho ngi tiu dng.

Hnh thc ny ngn hng cho vay thng qua cc doanh nghip bn

hng hoc lm cc dch v m khng trc tip tip xc vi khch hng.

Thng thng cho vay tiu dng gin tip thc hin theo s sau:

Hnh 1.1 S cho vay tiu dng gin tip

(1)

(4)

(5)

(6) (2) (3)

(1): Ngn hng k hp ng mua bn nvi cng ty bn l tha thun

cc iu kin thc hin.

(2): Cng ty bn l k hp ng bn tr chm vi ngi tiu dng.

(3): Cng ty bn l giao ti sn, hng ho cho ngi tiu dng.(4): Cng ty bn l bn b chng t bn tr chm cho ngn hng

(5): Ngn hng thanh ton tin cho cng ty bn l.

(6) : Ngi tiu dng tr gp cho ngn hng.

u im ca hnh thc cho vay tiu dng gin tip:

+ Cc NHTM d dng mrng v tng doanh s cho vay.

+ Ngn hng s ct gim c chi ph v tit kim thi gian chovay, nh: gim chi ph tip th, qung b thng hiu, tit kim

thi gian tm kim khch hng,

NGN HNG CNG TY BN L

KHCH HNG VAY NGI TIU DNG


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+ L iu kin cc NHTM m rng quan h tt vi cc

doanh nghip v pht trin cc sn phm khc ca ngn hng.

Nhc im ca hnh thc cho vay tiu dng gin tip:

+ Khi cho vay cc ngn hng thng mi khng tip xc trc

tip vi khch hng (Bn vay) m thng qua doanh nghip

bn chu hng ho, dch v. Do , cc khon vay ny c mc

ri ro cao hn so vi cc khon vay trc tip.

+ Ngn hng kh kim sot c cc khon vay (c trc, trong

v sau khi vay vn).

Nhm hn ch ri ro ca hnh thc cho vay gin tip, cc ngn

hng thng mi thng mua li cc khon nvi hnh thc truy i

ton b hoc mt phn t cc doanh nghip trong trng hp khch

hng (Bn vay) khng tr ncho ngn hng.

Cho vay tiu dng trc tip (Direct Consumer Loan): Ngn hng v

khch hng s trc tip gp nhau tin hnh m phn, k kt hp

ng tn dng; khch hng s nhn tin vay t ngn hng hoc chuyn

vo ti khon ca doanh nghip m h s mua hng ha, dch v, hoc

cc ch n ca h

Thng thng cho vay tiu dng gin tip thc hin theo s sau:

Hnh 1.2 S cho vay tiu dng trc tip

(3)

(1) (5) (2) (4)

NGN HNG CNG TY BN L

KHCH HNG VAY

NGI TIU DNG


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(1) : Ngn hng v ngi tiu dng k hp ng tn dng

(2) : Ngi tiu dng tr trc mt phn tin mua hng cho cng ty bn

l

(3) : Ngn hng thanh ton s tin cn li cho Cng ty bn l.

(4) : Cng ty bn l giao hng ho ti sn cho ngi tiu dng.

(5) : Ngi tiu dng tr gp cho ngn hng.

Hnh thc cho vay tiu dng trc tip c nhng u im sau:

+ Cht lng tn dng ca nhng khon vay trc tip thng

cao hn so vi tn dng gin tip, do ngn hng c th s dng

trit trnh , kin thc, kinh nghim v k nng ca cn b

tn dng trong qu trnh h thm nh khch hng.

+ Hnh thc cho vay trc tip linh hot hn cho vay gin tip, v

khi ngn hng quan h trc tip vi khch hng s d x l cc

pht sinh tt hn, c kh nng lm tha mn quyn li cho c

ngn hng v khch hng.

+ i tng khch hng l c nhn rng khp, ngn hng c

iu kin gii thiu cc sn phm dch v, tin ch mi (dch v

th ATM, thanh ton tin in, nc, in thoi,) n khch

hng.

1.3.4. Cn c vo phng thc hon tr nc th chia thnh 3 loi:

Cho vay tiu dng phi tr gp (Noninstallment Consumer Loan): Tinvay c khch hng thanh ton cho ngn hng ch mt ln khi n

hn. Thng khon cho vay tiu dng phi tr gp ch c cp cho cc

khon vay gi tr nh, thi hn vay khng di ( thng di 1 nm),

i tng khch hng thu nhp kh cao.

Cho vay tiu dngtr gp (Installment Consumer Loan): L hnh thc

vay m ngi i vay tr ngc hoc ngc v li cho ngn hng vimt s tin bng nhau nht nh trn mi phn k tr n(hng thng,

qu hoc 6 thng).


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Phng thc ny thng p dng cho nhng khon vay c gi tr ln

hoc thu nhp nh k ca ngi vay khng kh nng thanh ton ht mt

ln s nvay. y l hnh thc cho vay ch yu ca cc ngn hng thng

mi, loi hnh vay ny gip cho khch hng vay khngb p lc tr n vo

cui k cao.

i vi loi cho vay tiu dng tr gp, cn ch ti mt s vn c

bn, c tnh nguyn tc sau:

+ iu khon thanh ton: Khi xc nh cc iu khon lin quan n

vic thanh ton n ca khch hng, ngn hng thng ch ti mt s vn

sau:

S tin thanh ton mi nh k phi ph hp vi kh nng v thu

nhp, trong mi quan h hi ha vi cc nhu cu chi tiu khc ca khch

hng. ng thi lun m bo trong sut thi gian vay gi tr ca ti sn ti

trkhng c thp hn s tin ti trcha c thu hi.

Ngn hng c th p dng phng thc thu ngc u hoc phng

thc thu ngc theo hnh r qut thng sau tr cao hn thng trc sao cho

s tin gc v li ca mi thng u bng nhau.

i vi phng thc tr n gc u th s n gc tr tng phn k

bng tng s nchia cho tng phn k tr n. li sut cho vay nu tnh theo

d ngim dn th li sut pht sinh phn k u tin s l cao nht v

gim dn theo thi gian.i vi phng thc thu ngc theo hnh r qut th s tin phi tr

mi phn k u bng nhau v bao gm c ngc phi tr cng li pht sinh

theo d ngim dn. S tin phi tr trong mt phn k c tnh theo cng

thc sau:

S tin tr ntng k (A):

G x r (1 + r)n

A = (1 + r)n 1


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Phn ngc trong s tin tr ntng k:

P1 = A (G x r)

Pi = P1 x (1 + r)(i-1)

A : S tin tr ntng k

G: Tng ngc

r: Li sut tnh theo k tr n

n: Tng s k tr n

P1 : Phn tin gc phio tr trong phn k th 1

Pi : Phn tin gc phi tr trong phn k th I (I = 1, 2, 3,,n)

Vi phng thc tr ngc theo hnh r qut ny s to iu kin cho

khch hng vay vi cng mt mc thu nhp vay c s tin ln hn so vi

tr ngc u do ngha v tr ntrong nhng phn k u nh hn nhiu,

ng thi ngn hng s thu c li nhiu hn nu khch hng vay duy tr

ng lch tr nsut qu trnh vay.

Phn k tr n phi thun li cho vic tr n ca khch hng. Phn

k tr n thng theo thng. V l, thng thng, ngun tr n chnh ca

ngui vay tiu dng l lng, c nhn hng thng.

Thi hn ti trkhng nn qu di. Thi hn ti trb gii hn bi

thi hn hot ng ca ti sn ti tr. Thi hn ti tr qu di d lm gi tr

ti sn ti tr b gim mnh. Hn na, khi thi hn ti tr qu di th thin ch

tr n ca ngi vay cng nh vic thu hi nthng gp nhiu rc ri. iu kin tr n trc hn: ty theo tnh hnh ngun vn ca NHTM

c th cho php khch hng tr trc hn m khng mt mt chi ph no hoc

c tnh ph tr n trc hn hoc tuyt i ngn cm tr n trc hn, y l

mt trong nhng li th cnh tranh ca sn phm v vic linh hot trong

thanh ton nvay.

+ Cch tnh li: c nhiu cch tnh li c p dng nhng ni chungc hai cch tnh c bn l tnh li sut c nh cho ton b d n trn ton


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thi hn cho vay khng tnh n tnh trng d nv tnh li trn d n thc

t gim dn.

+ Loi ti sn c ti tr: Thin ch tr n ca ngi i vay s tt hn

nu ti sn hnh thnh t tin vay p ng nhu cu thit yu i vi h lu di

trong tng lai. Khi la chn ti sn ti tr, ngn hng thng ch n

iu ny, nn thng ch mun ti trcho nhu cu mua sm nhng ti sn c

thi hn s dng lu bn hoc/v c gi tr ln. V rng, vi nhng ti sn

nh vy, ngi tiu dng s hng c nhng tin ch t chng trong mt

thi gian di

+ S tin phi tr trc: Thng thng, ngn hng yu cu ngi i

vayphi thanh ton trc mt phn gi tr ti sn cn mua sm. S tin ny

c gi l s tin tr trc (vn t c). Phn cn li, ngn hng s cho vay.

S tin tr trc cnphi ln mt mt, lm cho ngi i vay nghrng

h chnh l ch shu ca ti sn, mt khc c tc dng hn ch ri ro cho

ngn hng. Mt khi khng cm nhn c mnh l ch s hu ca ti sn

hnh thnh t tin vay th ngi i vay c th s c thi min cng trong

vic tr n.Ngoi ra, khi khch hng khng tr n, trong nhiu trng hp,

ngn hng nh phi pht mi ti sn thu hi n. Hu ht cc ti sn

qua s dng ub gim gi tr, tc l gi tr th trng nh hn gi tr hch

ton ca ti sn, cho nn s tin tr trc c mt vai tr rt quan trng gip

ngn hng hn ch ri ro.S tin tr trc nhiu hay t thng ty thuc vo cc yu t sau:

Loi ti sn: i vi cc ti sn c mc gim gi nhanh th s tin

tr trc nhiu v ngc li, i vi ti sn c mc gim gi chm, th s

tin tr trc t.

Th trng tiu th ti sn sau khi c s dng: Ti sn sau khi

c s dng nu vn c th c tip tc mua bn d dng th s tin trtrc c xu hng thp cn ngc li nu ti sn qua s dng m rt kh

tm c th trng tiu th th s tin tr trc c xu hng cao hn.


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Mi trng kinh t

Nng lc ti chnh ca ngi i vay

Cho vay tiu dng tun hon (Revolving Consumer Credit): L khon

vay m ngn hng s cp cho khch hng mt hn mc tn dng c

duy tr trong mt khong thi gian nht nh, khch hng c quyn vay

v tr nhiu ln m khng vt qu hn mc tn dng ca mnh.

Loi vay tun hon d p dng, thun tin cho khch hng trong vic

ch ng s dng ngun tin linh hot, thng thng y l nhng khon vay

nh, khch hng c tin ra - v thng xuyn.

Theo phng thc ny, trong thi hn tn dng c tha thun trc,

cn c vo nhu cu chi tiu v thu nhp kim c tng k, khch hng c

ngn hng cho php thc hin vic vay v tr n nhiu k mt cch tun

hon, theo mt hn mc tn dng

Cho vay qua th l mt loi hnh cho vay ph bin ca tn dng tiu

dng tun hon, vi mt hn mc c cp khch hng c th rt vt s d

trn ti khon ca mnh. Ngoi ra, tc tng trng kinh t Vit Nam gn

ypht trin mnh, i sng ca nhn dn ngy mt nng cao th nhu cu v

hc tp, du lch trong v ngoi nc ngy cng nhiu, l th trng rt hp

dn cc ngn hng thng mi mrng tn dng qua th, p ng nhu cu

tiu dng c nhn trong v ngoi nc.

Nh vy, th trng tim nng cc ngn hng thng mi cho vayqua th rt ln v thun li, cc ngn hng cnphi tn dng trit mi c

hi, cc iu kin thun li pht trin dch v th, ng thi y mnh

vic i mi cng ngh v nng cao cht lng dch v.


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1.4. Kinh nghim pht trin bn l ca mt s ngn hng ca cc nc

trong khu vc ln cn v bi hc kinh nghim cho cc ngn hng

thng mi Vit Nam

1.4.1. Kinh nghim ca Ngn hng Bangkok Thi Lan

Ngn hng Bangkok c li th c bit n nh l mt trong s ngn

hng ln nht ti Thi Lan. Theo s liu thng k, c 6 ngi Thi th c 1

ngi mti khon giao dch ti Ngn hng Bangkok. Mc d ngn hng ny

c mng li chi nhnh hot ng rng nhng Ngn hng Bangkok vn tip

tc pht trin cc chi nhnh nh h tr cc doanh nghip va v nh,

khch hng c nhn trn khp t nc. Chi nhnh nh ca Ngn hng

Bangkok c m ti siu th Lotus Ramintra, Bangkok v hn 18 thng

sau , Ngn hng ny mthm 36 chi nhnh mi cc siu th ln, cc

trng i hc v mrng gilm vic ln c tun phc v cc i tng

khch hng n giao dch. Kt qu ca vic mrng mng li v gia tng

thi gian phc v, cc chi nhnh nh mang li thnh cng vi doanh thu

tng gp 7 ln v tng thm 60% khch hng so vi ban u.

Vi thnh cng pht trin mng li, Ngn hng Bangkok khng dng

li , h tip tc khi phc li cc chi nhnh cc khu th ln nhm

phc v tt hn nhu cu ca khch hng. Ngoi ra, Ngn hng Bangkok cng

mthm 32 trung tm kinh doanh mi. Cc trung tm kinh doanh mi v cc

chi nhnh phc v tiu dng l mt phn trong chin lc ca ngn hng nynhm tip cn khch hng bng cc dch v hp dn cho mi mng khch

hng chnh (doanh nghip va v nh cc vng trng im, khch hng c

nhn th, cc i tng hc sinh, sinh vin).

Ngn hng Bangkok xy dng trung tm x l sc tin tin nht Thi

Lan, mrng cc dch v kinh doanh in t bng cch a ra cc dch v

tin mt trc tip cho cc chi nhnh cp tnh v th chnh. ng thi vitrin khai dch v sc, Ngn hng Bangkok cng trin khai trn quy m


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ln v vic pht hnh th ghi ntrn th trng, kt qu ngn hng ny chim

22% th phn th ghi nni a.

tip tc pht trin dch v ngn hng bn l, dch v khch hng

cng c nng cao khi Ngn hng Bangkok cho ra i trung tm hot ng

ngn hng hin i thc hin qua in thoi, cc dch v ngn hng khc

nhm cung cp dch v y cho khch hng trong sut 24/24 gi.

1.4.2. Kinh nghim ca Ngn hng Union Phi-lip-pin

Ngn hng Union Philippine c bnh chn l ngn hng bn l tt

nht trong cc ngn hng thng mi Philippine. Thnh cng ca Ngn

hng Union Philippine trong lnh vc bn l c ghi nhn t vic chuyn

i y n tng v thnh cng vi hai sn phm truyn thng (nhn tin gi

v cho vay) sang cng ty dch v ti chnh a sn phm v s dng cng ngh

trong hot ng kinh doanh ngn hng bn l. Khi bt u thc hin mc tiu

ny, Ngn hng Union Philippine i mt vi nhiu kh khn v thch

thc, thiu ngun nhn lc tr thnh mt ngn hng c kh nng cnh

tranh c vi ngn hng ln hn. Theo Edwin R Bautista, Ph gim c

ngn hng ny ni rng: Theo phng din no , chng ta b la chn

trong vic p t chin lc. Cng thc thng thng i vi tng trng

hot ng ngn hng bn l ngn hng Philippine l thng qua vic m

thm chi nhnh. Vi nhng mc tiu kh khn ca chng ta, cch la chn

ny rt tn km v c th khng t c trong phm vi thi gian eo hp. Do chng ta la chn cch s dng cng ngh.

Ngn hng Union Philippine l ngn hng a nng trong nhm 5 ngn

hng ng u Philippine v th phn v kt qu hot ng. Ban u ngn

hng ny tp trung vo vic mrng thng qua s tng trng c h thng v

chin lc nhn hiu, tp trung vo vic thu ht v gi khch hng, xy dng

mng li lin kt. Khi c Internet, nhiu ngn hng khng quan tm nlnh vc ny v cho rng mc truy cp Internet Philippine qu thp

nhng Ngn hng Union Philippine th khng. H cho rng y l c hi bt


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c con c to trong ci ao nh v th phn s gi tng ng khi ci ao nh

ny ln ln. Trong s nhng thay i c k vng nhiu nht trong hot

ng ngn hng qua Internet ca Ngn hng Union Philippine l vic ngn

hng ny tr thnh ngn hng u tin Philippine cho php ngi gi tin

tip cn c s d tin gi, thanh ton trc tuyn v s dng cc sn phm

ngn hng khc thng qua Internet. Mt sn phm tiu biu m Ngn hng

Union Philippine tung ra l ti khon in t EON v th thanh ton tin

mt EON. EON cho php chuyn tin in t t Ngn hng Union Philippine

n bt c ngn hng no khc trong nc, nh loi b ht s sch v s

bt tin khi d tm cc ti khon chi cho sc thng qua sc in t -mt h

thng thanh ton sc in t u tin Philippine.

Ngoi vic i u khai thc dch v ngn hng trn Internet, Ngn hng

Union Philipine cn khai thc dch v ngn hng in t khc nh: Thanh

ton v giao np ha n in t, cho php ngi mua v ngi bn t lnh,

gi ha n v thanh ton thng qua trang web ca Ngn hng Union.

Thnh cng khc ca Ngn hng Union Philippine l thay i

chin lc Marketing c in khng theo chu k, sang chin lc Marketing

theo cc sn phm a ra th trng, u t vo vic xy dng ngn hng v

gia tng cht lng phc v khch hng.

1.4.3. Kinh nghim ca Standard Chartered Sing-ga-po

Ngn hng Standard Chartered Singapore l mt trong nhng ngnhng bn l hng u ti Chu vi bc pht trin v sn phm v dch v

khch hng, dch v khch hng t trn 56% trong tng thu nhp ca ngn

hng ny. Hin nay Ngn hng Standard Chartered Singapore pht trin

kinh doanh a lnh vc v ngn hng m (tr sti Vng quc Anh) c

cc chi nhnh khp ni trn th gii v nhiu quc gia Chu .

Trong dch v u t, Ngn hng Standard Chartered Singapore trthnh n v i u trong vic phn b vn u t cho bn th ba, trong thi

im hin ti ngn hng ny c hn 200 chi nhnh qun l vn u t cho


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bn th ba. Ch ring quy m ny gip ngn hng c kh nng thnh lp

nhng lin minh hng mnh cung cp cc sn phm mi. iu mang

li cho ngn hng ny nhng li ch v th phn so vi ngn hng cng quy

m.

Ngoi thnh cng trong pht trin dch v ngn hng bn l vi kh

nng lin kt vi bn th ba ca Ngn hng Standard Chartered Singapore,

ngn hng ny cn bit khai thc s pht trin ca cng ngh trong trin khai

dch v ngn hng bn l. l vic thnh lp mng li cc knh phn phi

dch v nh ngn hng Internet, xy dng chng trnh lm t ng cc knh

cung cp dch v phc v khch hng tt hn, cung cp mt trung tm lin

lc, cc my nhn tin gi ti cc chi nhnh v ngn hng Internet Ngoi

ra, ngn hng ny cn t r vai tr lnh o trong vic s dng cng ngh ca

cc chi nhnh vi tng rt i thng l mong mun chi nhnh trthnh

im yu thch ca khch hng do a s cc dch v ngn hng ca chi nhnh

u s dng cng ngh. Theo thng k n nay 60% giao dch ca ngn hng

ny u c thc hin thng qua knh t ng.

1.4.4. Kinh nghim ca Citibank ti Nht bn

H thng ngn hng ca Nht Bn c nh gi l h thng ngn

hng bo th, cng knh v l thuc nhiu vo chnh tr. Chnh v vy n to

nn mi trng ht sc kh khn cho ngn hng ni a v khng hon ton

thn thin vi ngn hng v cng ty ti chnh nc ngoi. Trong mt thigian di, ngn hng c quyn lc khu vc nh Ngn hng HongKong

Thng Hi (HSBC), ABN Amro v Standart Chartered trnh khng tham

gia vo cc dch v ngn hng bn l Nht Bn, h coi nh mt a c c

c.

Citibank c cch tip cn ring pht trin tt dch v ngn hng bn

l Nht Bn. Chin lc tip th nng n kt hp vi tim lc ti chnhvng mnh v c mt cht may mn mang thnh cng v doanh thu, li

nhun v khch hng cho Citibank ti th trng ny. Thnh cng mang n


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t nhng bc i u tin tng nh l nhng bc tht li nhng li to nn

vn may bt ng cho Citibank. Citibank thc gic Nht Bn cho php kt

ni mng li ti chnh ca Nht bn vi h thng my ATM ca ngn hng

thng mi nc ny. Tuy nhin ngh ny b Chnh ph Nht Bn t

chi, nhng nh mt hnh thc an i, h cho php nhng ngi ngoi

cuc c kt ni vi h thng ATM ca ngn hng Tit kim Bu in c

ca Chnh ph. Citibank khng b l c hi quan h v khai thc cc

i tng khch hng ny trong khi ngn hng ni a khng th vi ti do

ngn hng tit kim bu in khng cn kt ni vi mng li ATM na. Kt

qu l trong vng thi gian ngn, s lng khch hng c nhn quan h vi

Citibank tng ln nhanh chng. Vi mt s lng khong hn mt ngn t

USD Tit kim Bu in o hn hng nm, Citibank v tr cc k thun

li bn cc sn phm u t cho nhng ngi tiu dng ang khng

ngng tm kim li tc cao hn so vi mc li tc hin hnh.

Vn may nu trn mi l mt phn thnh cng v pht trin dch v

bn l ca Citibank ti th trng Nht Bn. Trc xu hng ngi Nht Bn

v ang i hi cc phng tin u t v quyn chn ti chnh ngy cng

a dng hn so vi cc nh cho vay truyn thng. Vi li th l tp on ti

chnh giu sc mnh, Citibank khng b qua c hi ny, h a ra

nhiu loi hnh dch v nh: Cho php thanh ton qua mng in thoi thng

thng hay trao i tin t 24 gicho cc khch hng c nhn, duy tr cchot ng ca h thng ATM 24 gitrong sut 07 ngy m ngn hng khc

ti Nht Bn cha lm c. Khi ngi Nht t ra lo lng v ngn hng ni

a, mong mun tm ni u t c hiu qu hn th Citibank l a ch ng

tin cy.

Mt chin lc khc c coi l thnh cng tip theo ca Citibank trn

th trng bn l Nht Bn l h rt khn ngoan xy dng chin lckinh doanh tp trung vo hn 15 triu h gia nh c thu nhp cao ti t

nc ny. Trong mt iu tra gn y i vi cc i tng khch hng thu


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nhp cao v ngn hng no h tin cy nht th Citibank nh bi c tp

on ti chnh khng l Bank of Tokyo Mitsubishi trthnh ngn hng

ng tin cy nht ca nhm khch hng ny. thc hin mc tiu, Citibank

sp xp li cc Chi nhnh ca mnh ti Tokyo theo hng gim s chi nhnh

gim chi ph nhng ng thi nng cao cht lng phc v tt nht cc

i tng khch hng theo chin lc ra.

Thnh cng vang di tip theo ca Citibank trn th trng Nht Bn

l tip tc nh bng thng hiu v ph trng sc mnh ti chnh bng

cch mua li 25% c phn ca Cng ty chng khon Nikko ca ngn hng

ln th hai ti Nht Bn v gp 51% c phn ti Cng ty mi gii Nikko

Salomon Smith Barney. Hai v u t ny tiu tn khong 1,6 t USD nhng

to ra hin gi 6 t USD. Vi cc chin lc pht trin kinh doanh dch v

ngn hng bn l thnh cng ca Citibank ti Nht Bn cui ht khch

hng c nhn n vi h mong mun tm kim c li tc cao.

1.3.5 Bi hc kinh nghim cho cc NHTM Vit Nam

Qua kinh nghim thnh cng ca mt s ngn hng u ti khu vc

ng Nam v Nht Bn trong pht trin dch v ngn hng bn l, chng

ta c th rt ra c mt s bi hc kinh nghim cho ngn hng hng thng

mi Vit Nam:

pht trin thnh cng dch v ngn hng bn l trn th trng,

ngn hng thng mi cn phi nghin cu th trng, xc nh c

kh nng thc lc v mc tiu pht trin ca mnh xy dng chin

lc pht trin ph hp. Chin lc pht trin tng th c xy dng

trn c smc tiu ca doanh nghip, chin lc khch hng, chin

lc pht trin sn phm v h thng mng li, c s h tng k

thut.

Mun pht trin c dch v ngn hng bn l cn c h thng mngli chi nhnh ph hp theo chin lc tng th. Tuy nhin vic pht


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trin mng li phi cn c vo kh nng ng dng cng ngh, chin

lc pht trin khch hng v kh nng khai thc hiu qu th trng.

Thc t c nhng ngn hng thnh cng trong pht trin dch v ngn

hng bn l do pht trin mng li rng khp hoc khai thc dch v

ngn hng bn l thng qua mng li ca bn th ba nhng cng c

nhng ngn hng thnh cng nh ng dng cng ngh gn nh

mng li hay gim mng li tp trung cho cc i tng khch

hng theo chin lc ra.

ng dng cng ngh hin i trong cc sn phm dch v, c bit

dch v ngn hng in t mang li nhiu tin ch cho khch hng

v gim chi ph cho ngn hng. Mu cht thnh cng trong pht trin

dch v ngn hng bn l l nn tng khch hng ln, s phong ph v

sn phm dch v v pht trin trn mt khng gian rng ln nn phi

tn dng cng ngh.

a dng ha cc sn phm dch v ngn hng p ng cc nhu cu

khch hng. Nu ngn hng chng ta vn tip tc da trn cc hot

ng ngn hng truyn thng (huy ng vn v cho vay) th kh c th

thnh cng trong pht trin dch v ngn hng bn l c.

Mun pht trin c dch v ngn hng bn l, i hi tng ngn

hng phi xy dng chin lc Marketting ph hp nhm gy dng

hnh nh v thng hiu mnh trn th trng. Chin lc Marketting

c th c thc hin theo nh k hoc theo tng sn phm.


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TM TT CHNG 1

Tn dng l mt phm tr kinh t khch quan, l quan h chuyn

nhng quyn s dng vn t ngn hng sang cho khch hng (t chc, c

nhn) trong mt thi gian nht nh, vi mt khon chi ph nht nh do bn

khch hng phi tr cho ngn hng. Trong , cho vay tiu dng l mt hnh

thc tn dng cp pht cho c nhn, h gia nh p ng nhu cu tiu

dng, nh: nhu cu mua sm nh , dng gia nh, xe c, chi ph hc

hnh, gii tr,

Chng 1 trnh by nhng vn chung v cho vay tiu dng: khi

nim, nguyn tc tn dng v vai tr ca cho vay tiu dng i vi nn kinh

t. Ngoi ra chng ny nu ln i tng v c im c th ca cho vay

tiu dng t i vo c th mt s hnh thc cho vay tiu dng c th.

Ngoi ra, chng 1 cn a ra mt s bi hc kinh nghim ca mt s

ngn hng thng mi hng u v bn l ca cc nc trong khu vc ln cn

Vit Nam t rt ra bi hc kinh nghim trong vic pht trin bn l cho

cc ngn hng thng mi ca nc ta.

Trong xu hng kinh t hi nhp vi th gii, nn kinh t Vit Nam

khng ngng tng trng mnh, mc sng ngi dn c nng cao, nhu cu

tiu dng tr nn a dng v phong ph. Th trng cho vay tiu dng l mt

th trng y tim nng m cc ngn hng thng mi phi tp trung mrng.


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Chng 2

THC TRNG HOT NG CHO VAY TIU DNG CA

NGN HNG TMCP NGOI THNG VIT NAM

(VIETCOMBANK)

2.1. Vi nt khi qut v Vietcombank

2.1.1. Qu trnh hnh thnh v pht trin Vietcombank

Vietcombank thnh lp theo Quyt nh s 115/CP do Hi ng chnhph ban hnh ngy 30 thng 10 nm 1962 trn c s tch ra t Cc qun l

Ngoi hi trc thuc Ngn hng Trung ng (nay l NHNN Vit Nam). Theo

Quyt nh ni trn, Vietcombank ng vai tr l ngn hng chuyn doanh

u tin v duy nht ca Vit Nam ti thi im hot ng trong lnh vc

kinh t i ngoi bao gm cho vay ti trxut nhp khu v cc dch v kinh

t i ngoi khc (vn ti, bo him,), thanh ton quc t, kinh doanh

ngoi hi, qun l vn ngoi t gi ti cc ngn hng nc ngoi, lm i l

cho Chnh ph trong cc hot ng thanh ton, vay n, vin tr cc nc X

hi Ch ngha Ngoi ra, Vietcombank cn tham mu cho ban lnh o

NHNN v cc chnh sch qun l ngoi t, vng bc, qun l qy ngoi t

ca Nh nc v v quan h vi Ngn hng Trung ng cc nc, t chc ti

chnh tin t quc t. Ngy 01 thng 04 nm 1963 l ngy thnh lp

Vietcombank. Ngy 21 thng 09 nm 1996, Thng c NHNN k Quyt nh

s 286/Q-NH5 thnh lp li Vietcombank theo m hnh Tng cng ty Nh

nc theo quy nh ti Quyt nh s 90/TTg ngy 07 thng 03 nm 1994

theo y quyn ca Th tng Chnh ph.

Tri qua 40 nm xy dng v trng thnh, ti cui nm 2008,

Vietcombank pht trin ln mnh theo m hnh tp on ti chnh a nng

vi 01 SGiao dch, 66 chi nhnh, 160 phng giao dch v 04 cng ty con

trc thuc trn ton quc; 02 vn phng i din v 01 cng ty con ti nc


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ngoi, vi i ng nhn vin ln ti trn 7.925 ngi. Ngoi ra, Vietcombank

cn tham gia gp vn, lin doanh, lin kt vi cc n v trong v ngoi nc

trong nhiu lnh vc kinh doanh khc nhau nh bo him, bt ng sn, ngn

hng ti chnh

Qu trnh pht trin cu Vietcombank c th chia lm ba giai on ln

nh sau:

Giai on 1963 1975

Trong giai on ny, Vietcombank hon thnh nhim v i ni v

i ngoi c Nh nc giao ph l tip nhn vin tr nc ngoi phc v

cho cng cuc pht trin kinh t min Bc XHCN v chuyn tin phc v

cuc chin u gii phng Min Nam.

Giai on 1975 1990

Sau ngy gii phng min Nam, Vietcombank tham gia tip qun

cc ngn hng c, hon tt cc th tc php l, thc hin quyn vai tr hi

vin ca Vit Nam ti IMF, WB, ADB, xc nh quyn s hu v ti sn

quc gia i vi cc ti sn l hng ho, ngoi t hin ang bn ngoi.

Trong giai on kh khn ca nn kinh t t nc trc vic M cm

vn, vin trca cc nc X hi ch ngha gim st, cn cn thng mi

mt cn i nghim trng, cc cn thanh ton quc t lun bi chi,

Vietcombank thc hin ch trng m rng u t cho xut khu, kin

ngh Nh nc ban hnh cc c ch khuyn khch xut khu, mrng dchv thu ngoi t thng qua c ch thng ngoi t, c ch cp quyn s dng

ngoi t gp phn to ngun cung ngoi t cho nhp khu nguyn liu cho

sn xut, phn bn, thuc tr su v lng thc.

Giai on 1990 n nay

Ngy 14 thng 11 nm 1990, Hi ng B trung ban hnh Ch th s

403/CT chuyn Vietcombank theo Ngh nh 53/HBT ngy 26/03/1988 caHi ng B trng thnh NHTMNN ly tn l Ngn hng Ngoi thng

Vit Nam gi tt l Ngn hng Ngoi thng. Cng vi vic ban hnh Php


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lnh NHNN v Php lnh Ngn hng, Hp tc x tn dng v Cng ty Ti

chnh, Vietcombank c chnh thc chuyn t mt ngn hng chuyn

doanh, c lp trong hot ng kinh t i ngoi sang mt NHTMNN hot

ng a nng v t do cnh tranh vi cc loi hnh NHTM v cc T chc ti

chnh khc.

Vi b dy kinh nghim trong hot ng ngn hng i ngoi v sau

nhiu bc i qu , Vietcombank tng bc tip cn, nhanh chng thch

nghi vi kinh t th trng, gi vng vai tr ch lc trong h thng NHTM

Vit Nam, l NHTM hng u Vit Nam trong lnh vc ti tr thng mi,

thanh ton quc t, kinh doanh ngoi hi v ng dng cng ngh tin tin vo

hot ng ngn hng. Bn cnh , Vietcombank tip tc pht huy vai tr

ch o trn th trng tin t gp phn thc hin tt chnh sch tin t quc

gia. Thng hiu Vietcombank c cng ng trong nc v quc t bit

n nh mt biu trng ca h thng NHTM Vit Nam. Vietcombank l mt

trong nhng thnh vin u tin ca Hip hi ngn hng Vit Nam v l

thnh vin ca nhiu hip hi ngn hng khc nh Hip hi ngn hng Chu

, t chc thanh ton ton cu SWIFT, t chc thanh ton th quc t VISA,

MASTER CARD. Ti nay, Vietcombank c quan h ngn hng i l vi

hn 1.450 ngn hng v nh ch ti chnh ti 90 nc v vng lnh th trn

th gii, m bo phc v tt cc yu cu ca khch hng trn phm vi ton

cu. Ngoi ra, Vietcombank cn l NHTM duy nht ti Vit Nam c Tpch The Banker Tp ch ngn hng uy tn trong gii ti chnh quc t ca

Anh Quc bnh chn l Ngn hng tt nht Vit Nam lin tc trong 5 nm

lin tip 2000 - 2004.

c iu kin hi nhp kinh t quc t v chun b cho qu trnh

trin khai c phn ho, t cui nm 1999, Ban lnh o Vietcombank xy

dng chin lc pht trin ti nm 2010: hot ng a nng, kt hp bnbun vi bn l; a dng ho dch v ngn hng, vi mc tiu tr thnh

NHTM hng u Vit Nam v phn u tr thnh ngn hng quc t trong


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khu vc. Vietcombank xy dng v thc hin thnh cng n ti c cu

trong giai on 2001 -2005, Vietcombank ang trn con ng trthnh mt

tp on ti chnh a nng p ng tt nht nhng chun mc v qun tr v

ti chnh quc t, hot ng su rng c v th hn na trn ton cu da trn

nn tng cng ngh hin i v ngun nhn lc cht lng cao, ng thi gi

vng vai tr tin phong hng u trong tin trnh hi nhp kinh t quc t ca

t nc.

2.1.2. im mt s mt hot ng kinh doanh ca Vietcombank

Nm 2007 kinh t Vit Nam t tc tng trng 8,44% , cao nht

trong 10 nm qua, hot ng xut nhp khu tng mnh m , sc ht ca Vit

nam i vi nh u t nc ngoi tip tc tng cao v t nhng k lc mi

v vn u t trc tip nc ngoi (FDI) v ngun vn ODA, nhng nhn t

ny to cho s pht trin mnh m hot ng ngn hng trong nm

2007 v cc t chc tn dng bc vo mt cuc cnh tranh gay gt, hng

lot cc ngn hng c phn pht trin t ph v quy m hot ng cng

nh nng lc cnh tranh vi nhiu bin php nh tng vn ch s hu, pht

trin sn phm mi, pht trin mng li, nng cao cht lng sn phm dch

v, i mi tang thit b cng ngh, cc tp on, t chc kinh t ln cng

thnh lp cc ngn hng c phn.

n nm 2008, tri ngc hn vi nm 2007, nm 2008 nh du mt

nm y sng gi i vi nn kinh t th gii nhng bt n trn th trng tichnh M v chu u bin thnh cn bo tn ph kinh t v ti chnh ton

cu. Kinh t Vit Nam trong nm 2008 phi i mt vi rt nhiu thch

thc khi lm pht cao vo u nm v tnh trng gim pht, kinh t nh tr

vo cui nm. Chnh ph phi thc hin nhiu gii php i ph khng

hong, 6 thng u nm 2008 chnh ph thc hin 8 nhm gii php nhm n

nh kinh t v m theo hng gim tc tng trng kinh t kim chlm pht do c ch trng tht cht tn dng nhng n 6 thng cui nm

chnh ph xc nh kim ch lm pht khng cn l mc ch u tin v


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bt u chuyn sang thc hin chnh sch phng nga thiu pht. Chnh sch

ca chnh ph a ra c nh hng rt ln n tnh hnh kinh doanh ca h

thng ngn hng ni chung v Vietcombank ni ring.

Trc bi cnh phc tp nh vy, Vietcombank c nhng phn ng

linh hot, ch ng v n lc phn u thc hin cc mc tiu kinh doanh c

th tnh hnh kinh doanh ca VCB trong ba nm 2006, 2007, 2008 nh sau:

Ngun vn

Tng ngun vn tnh n 31/12/2008 t 219.910 t ng tng 11% so

vi 2007, t l USD/VND trong tng ngun vn l 46/54 thay i theo hng

gim t trng vn ngoi t so vi 2007 (48/52). Vn huy ng t hai th

trng l 196.123 t ng tng 11,2% so vi 2007. Tc tng trng ca

NH ang c du hiu chm li, tc tng trng ngun vn nm 2008 gim

nhiu so vi giai on 2003 2007 (17%) v thp nhiu so vi giai on

1997-2001 (30%).

Tc tng trng vn huy ng t khch hng ca VCB trong giai

on 2004-2007 trung bnh l 18%, thp hn giai on trc (1997 2003

tng trng trung bnh 25%)

Huy ng vn t th trng 1 t 160.385 t ng tng 11,7% so vi

2007, mc tng trng ny thp hn kh nhiu so vi tc tng trng

20,5% ca ton ngnh ngn hng do vy t trng vn huy ng t nn kinh t

ca Vietcombank gim t 12,7% xung 11,8%.C cu huy ng vn qua cc nm c t trng huy ng khng k hn

kh cao t 42% - 53% nhng nm 2008 huy ng vn VN tng ch yu

tin gi c k hn trong khi vn khng k hn gim do cc TCKT c xu

hng chuyn sang gi cc k hn ngn.

Thnh phn vn huy ng t khch hng bao gm tin gi ca cc c

nhn, t chc kinh t, tin gi tit kim ca dn c. Trong : t l tin gica t chc kinh t t 60% - 65%; ca tit kim t 30% - 35% (xem ph lc).

Trong danh sch cc khch hng t chc ca VCB, c mt rt nhiu cc


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Tng cng ty, tp on ln. y l mt li th ca NH trong vic cung cp

cc dch v bn bun ( mt s NHTMCP, t l huy ng t cc t chc v

c nhn ch chim 30%).

Tc tng trng huy ng vn t tit kim ca NH kh thp (bnh

qun trn di 11%), thp hn mc huy ng ca ton th trng (t 20

30%) v thp hn rt nhiu so vi cc NHTMCP khc (c tc tng t

50% 100%) v c xu hng ngy cng gim.

S dng vn

Giai on 2001-2004, d n tn dng tng trng mnh, c bit l

nm 2002 khi c ch trng bt ph tn dng. D n tn dng tng trung

bnh 32,7%/nm.

Giai on 2005-2006: do tp trung ngun lc v thi gian cho vic

trin khai p dng cc chun mc quc t trong lnh vc qun tr ri

ro, nn Vietcombank thc hin ch trng tng trng tn dng thn

trng hn, tc tng trng tn dng chm li. Cc chnh sch tn dng

trong giai on ny bao gm:

+ p dng quy trnh tn dng mi theo tiu chun quc t: tch bch

hot ng quan h khch hng, qun l ri ro v x l tc nghip.

+ M rng cho vay vi cc nhm khch hng m hot ng kinh

doanh c an ton cao; hn ch cho vay i vi nhm khch hng hot

ng kinh doanh c ri ro ln, km hiu qu. Tn dng c hi pht trintn dng ti cc khu vc c mi trng kinh t thun li; p dng chnh sch

cho vay thn trng ti cc khu vc kinh t cha pht trin ng u, n nh.

+ Mrng cho vay i vi cc ngnh kinh t mi nhn, mt hng

c th trng tiu th n nh; cho vay thn trng i vi cc mt hng c

nhiu bin ng v th trng, gi c.

Sau khi hon thin vic c cu li t chc qun tr ri ro theo thng lquc t, Vietcombank ch trng y mnh hot ng tn dng trong nm

2007 v cc nm tip theo. V nm 2007 l mt nm y thun li cho pht


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trin ngn hng c mt s bng n tn dng nhm ginh th phn ca ton b

cc ngn hng trong h thng ngn hng Vit Nam, tc tng tn dng ca

Vietcombank t 43,98%.

Nhng n nm 2008, i din vi bi cnh kinh t ton cu c nhng

chuyn bin bt li, Vietcombank ch trng bm st ch o ca chnh ph

thc hin kim ch tc tng trng tn dng, u tin phn b vn cho cc

lnh vc theo ch o ca chnh ph, thu hp cc lnh vc cho vay nhy cm,

ri ro cao hoc cha thc s thit yu nh: chng khon, bt ng sn, tiu

dng. Do vy cc doanh nghip, mt mt, kh khn hn trong vic p ng

cc iu kin vay vn ngn hng, mt khc, h gim nhu cu vay vn ngn

hng . Do tc tng trng tn dng nm 2008 ch t 14,47% gim

thp nhiu so vi nm 2007 (43,98%).

C cu d n theo thi hn vay qua cc nm kh ng u, t nm

2005, VCB iu chnh t l cho vay trung, di hn t 45% xung cn

40% v duy tr t l ny trong nhiu nm qua. Nm 2008 d n cho vay trung

di hn tng 15,4% so 2007, t 52,3 ngn t ng chim 46,89% tng d n.

Cho vay ngn hn c s d 59,2 ngn t ng tng 17,3% so vi nm 2007.

T l d n gia VND ngoi t ca VCB cng kh ng u v

tng ng vi ngun vn ca VCB c th nhn xt rng VCB c s cn

i trong qun l ngun vn v s dng vn, bit pht huy th mnh v ngoi

t ca mnh. Nm 2008 d n cho vay bng VN tng kh mnh so vi nm2007 (tng 42,1%) trong khi cho vay bng ngoi t gim 12,8% phn ln

l do bin ng t gi trong nm 2008 kh ln khin cho nhiu doanh nghip

e ngi ri ro t gi nn hn ch vic vay bng ngoi t. C cu d n

VND/USD nm 2008 l 60/40 thay i nhiu so vi 2007 (49/51).

C cu tn dng theo ngnh hng c phn b kh hp l: Tng d

ncho vay ca 10 mt hng/ lnh vc u t ln nht chim t trng 40% dn, khng c nhng lnh vc no c t trng d ntrn 10%. Tuy nhin, ti

mt s chi nhnh ln nh H Ch Minh, Vng Tu, vic tp trung cho vay


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qu nhiu vo mt s khch hng ln (5% khch hng mang li 80% doanh

thu) c th lm tng ri ro mt khch hng khi lng khch hng ny b ngn

hng khc li ko (trn thc t hin tng ny v ang xy ra).

V c cu tn dng theo thnh phn kinh t, khch hng ca VCB ch

yu l cc DNNN, chim gn 50% tng d ntrong nhiu nm. Vietcombank

ch trng pht trin mnh i tng khch hng l cc doanh nghip va

v nh v c nhn, y l nhng i tng khch hng tim nng, mang li

li nhun cao cho NH, nhng ba nm qua cha c chuyn bin ng k.

Nhn chung tng trng tn dng ca Vietcombank trong cc nm qua

c cc c im nh sau:

+ Khu vc u t c ch o tp trung hn cho cc khu vc kinh t

pht trin, vi chnh sch tp trung cho cc khu vc pht trin nng ng v

kinh t, ti cc khu vc thnh ph H Ch Minh, H Ni v min ng Nam

B c tc tng trng cao hn.

+ C cu tn dng ca Vietcombank hin c phn b kh hp l:

(i) D ntheo mt hng/lnh vc u t hp l: tng d ncho vay

ca 10 mt hng/lnh vc u t ln nht ca Vietcombank

chim khong 40% so vi tng d nv khng c mt hng/lnh

vc u t no c t trng d ntrn 10%;

(ii) Tng trng tn dng vi tc ng u i vi VND v ngoi

t.(iii) Tng trng ng u i vi tn dng ngn hn v tn dng

trung di hn.

(iv) T trng d ntn dng i vi nhm khch hng DNNN trong

tng d n c xu hng gim dn, t trng ca nhm khch

hng doanh nghip ngoi quc doanh v c th c xu hng tng

dn.; mng tn dng bn l c mrng ti cc khu vc thv thnh ph ng dn cTuy nhin, yu cu a dng ho

thnh phn khch hng theo hng tng t trng cho vay i vi


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thnh phn kinh t ngoi quc doanh v cho vay bn l cn c

tip tc trin khai cho nm 2009 v cc nm tip theo.

D n cho vay tng trng nhanh nhng cht lng tn dng vn c

Vietcombankquan tm hng u. Bng vic p dng mt s m thc qun l

mi nhm nng cao cht lng tn dng, s nxu v t l d nxu trong

tng d ncho vay lin tc gim so vi giai on trc y.

Tuy nhin n nm 2008, hot ng tn dng nm chu nhiu tc ng

bt li ca tnh hnh kinh t trong nc v quc t nh:

+ T l lm pht cao khin cho gi cc yu t u vo ca qu trnh

sn xut kinh doanh ca doanh nghip lin tc tng y chi ph sn xut

tng cao, li sut vay vn tng cao, t gi trn th trng thng xuyn bin

ng phc tp lm tng chi ph vn ng thi gia tng ri ro t gi ca doanh

nghip lm gim hiu qu u t.

+ Tc ng lan ta khin cng n, n kh i ca cc doanh nghip

tng ln

+ Khng hong ti chnh, ngn hng ti M v chu u tc ng tiu

cc n nn kinh t th gii, nh hng ln n th trng xut khu ca cc

doanh nghip Vit Nam

Do chu nh hng bt li ca kinh t tc ng tiu cc n tnh hnh

hot ng sn xut kinh doanh ca khch hng vay nh nu trn dn n hn

ch kh nng thanh ton n ngn hng v do t l n xu tng cao tithi im cui nm 2008 l 4,66%, tng s n xu tng 54,6% so vi nm

2007, t l n xu ca Vietcombank cao hn mc trung bnh ca ngnh

ngn hng (3,5%). y l vn i hi Vietcombank phi quan tm st sao

trong thi gian ti.

Hot ng thanh ton

Trong nm 2008 doanh s TTXNK t 32.501 triu USD tng 22,9%so vi 2007, tc tng trng st gim so vi cc nm trc, th phn thanh

ton xut nhp khu gim cn 22,7% so vi nm 2007 l 24,1%. Doanh s


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thanh ton xut khu t 16.831 triu USD tng 17,8% so 2007 chim 26,8%

th phn c nc. Doanh s thanh ton nhp khu t 15.670 triu USD tng

28,9% so vi 2007 chim 19,5% tng kim ngch nhp khu c nc.

Hot ng th

Nm 2008 c ghi nhn t nhiu kt qu kh quan vi nhng kt

qu s lng th tn dng pht hnh trong nm 2008 t 25.500 th tng 22%

so vi 2007, tng s th ghi n quc t t 98.000 th tng 49,6% so vi

2007, th ATM connect24 pht hnh 745.100 th dn u trn th trng th

Vit Nam vi tng s pht hnh hin ti l gn 3 triu th. Tng s my

ATM lp t khp c nc l 1.244 my, mng li POS t 7.800 my.

Kt qu kinh doanh

Nhn chung, ngun thu nhp ln nht ca VCB l thu nhp rng t li,

chim t trn 70% tng thu nhp. Thu ngoi li chim khong 26%-29% tng

thu nhp, bao gm: thu dch v rng khong trn di 10%; thu kinh doanh

ngoi t khong 6%, c bit nm 2008 do tnh hnh t gi c nhiu bin ng

nn khon thu t kinh doanh ngoi t ln n 10,73%; thu kinh doanh chng

khon di 4% (tu tng nm) thu gp vn mua c phn 1-5% v cc khon

thu khc khon 6%.

So snh c cu thu nhp ca VCB vi cc NH hng u Chu , ngi

ta nhn thy t trng thu t li rng trong tng thu nhp ca VCB gn ging

vi cc NH hng u ca Trung quc (NH Cng thng TQ ICBC 91.2%;NH Xy dng TQ 92.9%; NH Nng nghip TQ 82.4%) v rt khc so vi cc

NH Nht bn (Mitshubishi UFJ 45.9%; Mizuho Finacial Group 47.7%;

Sumitomo Mitshui Finacial Group 39.9%)

Trong tng nm mc tng rt khc nhau v c xu hng gim dn:

nm 2005 tng 50.8%; nm 2006 tng 23%; nm 2007 tng 9%, ch c bit

nm 2008 c s tng t bin 54% do c mc tng mnh trong thu nhp lithun v c bin ng ln v li sut u ra trong nm 2008 vi mc huy

ng li sut thp kh ln ca nm 2007 li nn to ra bin chnh lch


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u ra v u vo ln. ng thi thu t kinh doanh ngoi t cng t bin

tng do c bin ng mnh v t gi.

Cc khon mc thu nhp t cc mt hot ng khng n nh, mi

nm mi khc, ch c phn thu t dch v c xu hng tng dn u. V

ngun thu chnh l t thu nhp t li nn cht lng tn dng c nh hng

rt ln n hiu qu kinh doanh cui cng, c th nm 2007 tt c cc ngun

thu u tng so vi 2006 nhng do cht lng tn dng khng m bo dn

n trch lp d phng ri ro tn dng ln nn li nhun trc thu li gim

so vi 2006. Nm 2008 c s tng t bin v tng thu nhp nhng t l n

xu ng thi cng tng mnh nn cui cng li nhun trc thu cng thp

hn 2006. Cho nn nng cao hiu qu cng tc qun tr ri ro chng pht sinh

nxu l vn i hi Vietcombank phi quan tm st sao trong thi gian

ti.

2.2. Thc trng hat ng cho vay tiu dng ti Vietcombank

2.2.1. Khi qut tnh hnh cho vay tiu dng ti Vietcombank

i sng ca ngi dn ngy cng tng cao, nhu cu tiu dng ca

cuc sng ngy cng a dng, phong ph, ngoi nhng nhu cu thit yu

nh: n , o qun mc, i li, con ngi cn c nhng nhu cu cao hn nh:

hc hnh, du lch, n ngon mc p, c ngi khc tn trng, v vy tnh

hnh cho vay tiu dng cc ngn hng thng mi trong nhng nm qua

tng trng mnh. Nhng Vietcombank th khng hn l nh vy, t trng dncho vay tiu dng trn tng d nrt nh b, cha n 10%, tc tng

trng mc d c xu hng tng dn nhng cng khng cao, ch nm 2006,

2007 c tc tng trng tng i, nhng nm 2008 trc bin ng kinh

t phc tp Vietcombank li tht cht cho vay tiu dng.

Nguyn nhn chnh ca c cu cho vay tiu dng chim phn qu nh

b nu trn l do Vietcombank xut thn l mt trong 4 ngn hng qucdoanh c quy m ln nht ca Vit Nam, l ngn hng duy nht thc hin

nghip ngoi thng trong giai on u khi h thng ngn hng Vit Nam


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mi chuyn sang h thng ngn hng hai cp do trong danh sch cc

khch hng t chc ca VCB, c mt rt nhiu cc Tng cng ty, tp on

ln, to ra li th rt ln trong vic cung cp cc dch v bn bun v

Vietcombank lun tn dng ti a li th ny. T tt yu s hnh thnh

mt tc phong ch trng bn bun coi thng bn l.

Bng 2.1 Tnh hnh cho vay tiu dng Vietcombank giai on 2005-2008

Ch tiu 2005 2006 2007 2008

Tng d n 61,043 67,742 97,532 111,643

D ncho vay tiu dng 4,246 5,785 9,247 10,859

% cho vay tiu dng/Tng d n 6.96% 8.54% 9.48% 9.73%

Tc tng trng cho vay tiu dng 36.25% 59.84% 17.43%

Nxu cho vay tiu dng 4.50%

(Ngun: Bo co tng kt kinh doanh Vietcombank nm 2005-2008)

Ch n giai on sau ny, khi th trng ngn hng c s gp mt

ngy cng nhiu ngn hng c phn ngoi quc doanh ln mnh, chi nhnh

ngn hng nc ngoi t tin vo Vit Nam, th trng trthnh th cnh

tranh quyt lit, tc tng trng ngun vn ca Vietcombank b suy gim,

c cu huy ng khng k hn (vi li sut huy ng thp) ngy cng gim

xung, Vietcombank mi bt u c ch trng c cu li danh mc u t

theo hng a dng ho khch hng, cng c quan h vi khch hng ln,

truyn thng; mrng cho vay khch hng doanh nghip va v nh v th

nhn.

Thc trng hin nay, Vietcombank lu nay hu nh l bn bun (cho

vay mn ln i vi cc doanh nghip ln) l ch yu cho nn vic cho vay

bn l ch l mi bt u, do vy kinh nghim v lnh vc ny cha nhiu,

bn cnh c ch qun l ca NHTM quc doanh vn cn nng n quan

liu cha c s linh hot do kh nng cnh tranh trong lnh vc cho vay


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tiu dng cn km ng thi kh nng qun tr ri ro cng cha cao nn t l

nxu cng kh cao (nm 2008 l 4,5%).

Trong khi hng lot cc NHTM CP ngoi quc doanh trong nc

ngay khi mi thnh lp sm xc nh mc tiu l th trng bn l, to nn

i trng cnh tranh kh quyt lit, bn cnh nc ta bc vo hi nhp,

t do ho Ngn hng l mt trong nhng bc phi i v nh th tnh cnh

tranh s cng trnn khc lit hn khi c cc i gia ngn hng nc ngoi

mnh hn NHTM trong nc v mi mt c v vn ling cng nh kinh

nghim vo cuc. Tnh hnh cho vay tiu dng cc ngn hng thng mi

trong nhng nm va qua tng trng mnh, chim mt t trng trong tng

d nkh cao (trn 30%), thm ch c ngn hng chim trn 50% so tng d

n nh Ngn hng Nng nghip v Pht trin Nng thn Vit Nam -

Agribank: nm 2006 chim 57% so tng d n. Ngay c ABBank, mt ngn

hng c phn cng nm trong hon cnh cnh tranh ngn hng quyt lit,

chnh thc cung cp dch v cho vay tiu dng tn chp t gia thng 4.2007

v n cui thng 8.2007, d n t gn 100 t ng, chim khong 3%

trong tng d nv bn l ca ABBank.

Bng 2.2 Tnh hnh cho vay tiu dng mt s ngn hng thng mi

n v: t ng

2004 2005 2006

Tng

DN

DN

tiu

dng

T

trng

Tng

DN

DN

tiu

dng

T

trng

Tng

DN

DN

tiu

dng

T

trng

Chu 6698 3749 56% 9382 4748 51% 17014 8704 51%

Sacombank 5958 2717 46% 8425 3366 40% 14394 6737 47%

Eximbank 4589 826 18% 6428 1928 30% 10161 4064 40%

Agribank 139381 75266 54% 180037 104421 58% 211661 120435 57%

(Ngun: Bo co thng nin ca Ngn hng ACB, Sacombank,

Eximbank, Agribank nm 2005, 2006)


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2.2.2. Cc sn phm cho vay tiu dng ca Vietcombank

Rt nhiu loi sn phm cho vay tiu dng ang c p dng ti cc

ngn hng thng mi Vit Nam hin nay di nhiu hnh thc v tn gi

nhng nhn chung u c mc ch vay: cho vay mua nh, xy dng v sa

cha nh , mua xe, h trhc hnh trong v ngoi nc, xut khu lao ng

ra nc ngoi, cm c giy tc gi(c phiu, tri phiu, s tit kim), nhu

cu chi tiu sinh hot trong gia nh, cho vay cn b cng nhn vin, thu

chi, th tn dng.

Hin nay, sn phm cho vay tiu dng Vietcombank ch c 5 loi:

Cho vay cn b cng nhn vin:

Tho mn nhu cu tiu dng nhanh chng, thun tin thng qua khon

vay do Vietcombank cung cp m khng cn c ti sn bo m. CBCNV c

thi gian cng tc ti thiu 12 thng ti c quan hin ti (i vi khch hng

c mc lng 6 triu ng trxung c thm iu kin lng phi c tr

qua ti khon VCB) c th la chn s dng mt hoc nhiu sn phm cho

vay:

+ Sn phm cho vay tiu dng vi s tin vay vay ti thiu 20 triu

ng, hn mc vay ti a 12 thng lng v khng qu 200 triu ng, thi

hn vay khng qu 36 thng v khng qu thi hn cn li trn hp ng lao

ng.

+ Sn phm cho vay theo hn mc thu chi vi d tin vay ti thiu5 triu ng, hn mc ti a 3 thng lng v khng qu 20 triu ng, thi

hn thu chi khng qu 12 thng

+ Sn phm pht hnh th tn dng hn mc ti a ty thuc mc

lng ca khch hng v khng vt qu 200 triu ng

Gi sn phm cho vay cn b qun l iu hnh:

Cho vay khng c bo m bng ti sn cho cn b qun l iu hnh(c thi gian cng tc ti v tr qun l iu hnh ti thiu 6 thng) nhm p


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ng nhu cu vn tiu dng bng ng Vit Nam. Khch hng c th la

chn s dng mt hoc nhiu sn phm cho vay:

+ Sn phm cho vay tiu dng vi s tin vay vay ti thiu 30 triu

ng, hn mc vay ti a 18 thng lng v khng qu 200 triu ng, thi

hn vay khng qu 36 thng v khng qu thi hn cn li trn hp ng lao

ng.

+ Sn phm cho vay theo hn mc thu chi vi d tin vay ti thiu

10 triu ng, hn mc ti a 3 thng lng v khng qu 30 triu ng, thi

hn thu chi khng qu 12 thng

+ Sn phm pht hnh th tn dng hn mc ti a ty thuc mc lng

ca khch hng v khng vt qu 200 triu ng

Cho vay mua nh dn:

Khch hng s dng sn phm ny mua nh ca cc d n bt ng sn

c ch u t k hp ng hp tc kinh doanh vi Vietcombank. Hn mc

cho vay 70% gi tr ngi nh nu c bo m bng chnh ngi nh mua;

v ln n 100% gi tr ngi nh nu c bo m bng ti sn khc. Thi

gian hon tr khon vay 15 nm, nu cn nh thuc d n c ch u t c uy

tn, d n c sn phm ph hp nhu cu th trng c thanh khon cao th

c th cho vay ln n 20 nm. Phng thc tr nlinh hot, tr gp hoc tr

dn. Tr gp vi s tin tr (tng gc v li) u nhau cho tt c cc k hoc

tr dn vi s tin tr gc u nhau hay tng dn. Li sut vay tnh theo d nthc t. khi c nhng khon thu nhp bt thng khch hng c th tr gc

trc hn.

Cho vay mua t:

Khch hng s dng sn phm ny mua t mi 100% hoc t

qua s dng c thi gian s dng cha qu 2 nm nhp khu v cha t c

s dng Vit Nam (khng bao gm t ti v 12 ch trln). Hn mc chovay 80% gi tr xe nu c bo m bng chnh ngi nh mua; v ln n

100% gi tr xe nu c bo m bng giy tc gi thanh khon cao. Thi


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gian hon tr khon vay ti a 5 nm. Phng thc tr nlinh hot, tr gp

hoc tr dn. Tr gp vi s tin tr (tng gc v li) u nhau cho tt c cc

k hoc tr dn vi s tin tr gc u nhau hay tng dn. Li sut vay tnh

theo d nthc t. khi c nhng khon thu nhp bt thng khch hng c

th tr gc trc hn.

Cho vay tiu dng khc

Hn mc cho vay xc nh trn c sngun tr nchng minh c v

khng qu hn mc ti sn m bo. Thi hn vay v phng thc tr nty

thuc vo ngun tr nca khch hng.

2.2.3. Quy trnh cho vay cho vay tiu dng ti Vietcombank

Quy tnh tn dng ti Vietcombankc chia thnh hai quy trnh tch

bit: quy trnh tn dng khch hng doanh nghip v quy trnh tn dng khch

hng c nhn. Trong phn ny ta i vo nghin cu quy trnh tn dng khch

hng c nhn. Do c im tc nghip ca tn dng khch hng c nhn

tng i n gin hn tn dng khch hng doanh nghip nn quy trnh tn

dng khch hng c nhn c c hai b phn nghip v qun l: cn b

khch hng v cn b qun l n thc hin cc cng on ring ca quy

trnh.

Cn b khch hng (vit tt l CBKH): l ngi trc tip tip xc vi

khch hng, t vn, tip nhn h s vay, thm nh, phn tch, xut lnh

o cp hn mc tn dng cho khch hng, lin lc vi khch hng, phi hpcng b phn qun l n theo di khon vay, n c thu n ng hn, c

trch nhim thu hi nqu hn, nxu,

Cn b qun l n(vit tt l CBQLN): c nhim v kim tra m bo

tnh y hp l ca b h s gii ngn, khai bo thng tin h s vay vn

vo mng d liu chuyn cho phng k ton thc hin hch ton pht tin

vay, lu gi h s, theo di khon vay nhc b phn khch hng thc hinkim tra s dng vn theo ng xut c ph duyt, thng bo thu n

gc v li khi n hn.


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V nguyn tc, cc quy trnh tn dng ni chung u chia lm ba giai

on kim tra trc, trong v sau khi cho vay. tin nghin cu c th chia

Quy trnh cho vay tiu dng ti Vietcombankthnh 6 giai on, c th nh

sau:

xut :

giai on xut: CBKH kim tra mc ch vay, loi vay v tnh

hnh ti chnh ca khch hng ph hp hay khng vi chnh sch tn dng

ca ngn hng. Thng thng giai on ny, CBKH cn thu thp cc thng

tin sau:

Hnh 2.1

Trong giai on ny, nu nhu cu vay ca khch hng khng ph hp vi

quy nh cho vay ca ngn hng th CBKH t chi khon vay, khng tip

nhn h s, nu nhn thy ph hp vi iu kin ca ngn hng th chuyn

sang giai on k tip.

Xc minh (kim tra trc khi cho vay):

Trong giai on xc minh: CBKH hng dn v tip nhn h s vay,

nhm mc ch xc minh tnh chnh xc v y ca d liu, thng tin m

khch hng cung cp.

- Mc ch ca khon vay

- S tin vay

- Thi hn

- Ngun tr nchnh

- Ngun tr nth yu

- Ti sn m bo

- Ri ro

Ph

hp Chnh schTn dng


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xc minh tnh chnh xc cc d liu, thng tin ca khch hng,

CBKH cn thc hin cc bc sau:

- Phng vn, tho lun trc tip khch hng vay, ngi tr nthay

(nu c).

- Hng dn khch hng k khai thng tin trn giy ngh vay

vn (mu ngn hng).

- Xc minh ngun thu nhp tr nca khch hng: cc chng t

chng minh ngun thu nhp ca khch hng, nh: hp ng lao

ng, bng lng (hoc sao k ti khon,); nu kinh doanh th c

giy php kinh doanh, bin lai np thu (3 thng gn nht,).

- Cc giy tshu ca ti sn m bo.

- Khai thc thng tin tn dng t Trung tm thng tin tn dng (vit

tt l CIC Credit Information Centre), thng tin t cc ngn hng

khc.

- Thng tin v kh nng ti chnh v cc mi quan h gia nh ca

khch hng.

- Cc chng t khc c lin quan.v.v.

Sau khi thu thp v xc minh tnh ng n ca d liu, thng tin khch

hng, CBKH chuyn sang giai on phn tch lp bo co xut cp tn

dng trnh cho Lnh o xem xt ph duyt.

Phn tch:T nhng thng tin thu thp c ca khch hng v cc ngun h tr,

CBKH phn tch, lp t trnh v trnh lnh o xt duyt. Trong giai on

ny, CBKH cn phn tch cc im sau:

Mc ch vay: loi vay c ph hp vi quy nh ca

Vietcombank hay khng.

S tin vay : ph hp vi kh nng ti chnh ca khch hng v tl cho vay trn ti sn m bo ca Vietcombank.


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Kh nng tr n: nhm m bo thu nhp n nh, tr n ng

hn, trnh nqu hn, kh i. Cn tm hiu v c im cng vic

ca khch hng: chc v, mc lng, thi gian cng tc, kinh

nghim, uy tn, v cc mi quan h ca h trong gia nh, x hi.

CBKH thu thp thng tin t khch hng cng nhiu th cng c li

cho vic phn tch ngun tr nkhon vay, gim thiu mc ri

ro mt kh nng tr nkhch hng.

Ti sn m bo: kim tra tnh php l v nh gi ti sn m

bo (nh: nh , t , giy t c gi, phng tin lu thng,)

xc nh mc vay ph hp vi t l cho vay ca Vietcombank.

Phn tch ri ro khon vay: phn tch cc trng hp ri ro ca

khon vay c th xy ra, gy tn tht cho Vietcombank, nh: ri ro

v ngun thu nhp tr nkhng n nh, ri ro v tnh kh mi ca

ti sn m bo, khch hng tui cao, T , CBKH cng lnh

o trong mc thm quyn phn quyt ch ng a ra cc bin

php nhm gim thiu ri ro, nh: gim mc vay hay thi hn vay,

ngh khch hng mua bo him ha hon ti sn th chp, trng

hp khch hng vay tui cao th ngh h mua bo him (gi tr

bo him c thc hin khi ngi mua bo him gp t vong)

trong bn th hng l Vietcombank,.v.v.

Phn tch cc thng tin c lin quan n khch hng cng nhkhon vay,

Kt thc giai on phn tch: CBKH s trnh h s vay ln cc cp

Lnh o xem xt ph duyt.

Cam kt:

Sau khi bo co xut cp tn dng c lnh o ph duyt, CBKH

thng bo cho khch hng vay bit kt qu ph duyt. (t chi cho vay, hoccho vay vi hn mc tn dng bao nhiu? v iu kin tn dng l g?.v.v.)


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Nu khch hng chp thun mc cho vay v iu kin vay c duyt

th CBKH son tho Hp ng tn dng, hp ng th chp/cm c, thc

hin cc th tc k kt hp ng.

Mc ch giai on ny: quy nh quyn v ngha v gia khch hng

v ngn hng, nhm bo v quyn li ca ngn hng khi khch hng vi phm

hp ng tn dng.

i vi cho vay tiu dng, do tnh n gin ca khon vay nn

Vietcombank p dng loi hp ng mu v hp ng tn dng v hp ng

th chp/cm c cho mi loi sn phm vay tiu dng (mi loi vay c mt

hp ng mu). Trong trng hp khch hng vay yu cu iu chnh mt s

iu khon trn hp ng mu th ngn hng s tha thun, m phn vi

khch hng v vic chnh sa ny, nu ni dung chnh sa hp l, khng nh

hng n tnh php l, khng vi phm quyn v ngha v gia cc bn th

ngn hng s chp thun vic chnh sa (trng hp ny gi l loi hp ng

tha thun), tuy nhin trng hp ny rt t xy ra.

Gii ngn (kim tra trong khi cho vay):

CBKH lp giy nhn n, v cc chng t theo mu ca ngn hng nh

giy rt tin, u nhim chi .v.v. a khch hng k.

CBKH yu cu khch hng xut trnh cc chng t rt vn nh hp

ng mua hng, giy i tin, v.v. CBKH cn kim tra chng t rt vn c

hp php, hp l khng, c ph hp vi iu kin cho vay c ph duythay khng.

Tp hp y cc chng t trn kp vo thng bo iu kin rt

vn giao cho b phn qun l n.

Cn b qun l ns kim tra ton b h s vay ca khch hng

m bo tnh y v ph hp ph duyt ti xut cp tn dng, khai bo

thng tin vo mng d liu, chuyn sang phng k ton hch ton gii ngn.Sau lu gi h s vay.


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Qun l (kim tra sau khi cho vay):

Cn c tnh cht ca tng khon vay, khch hng vay m CBKH thc

hin kim tra, gim st qu trnh vay vn, s dng vn vay v tr n ca

khch hng ph hp vi ni dung k trong hp ng tn dng theo quy

trnh nghip v cho vay ca Vietcombank nhm m bo hiu qa v kh

nng tr n. Qua pht hin kp thi nhng du hiu nh hng khng tt

n kh nng tr nca khch hng v bo co ln cp trn c ch o

thc hin nhm c bin php x l kp thi.

Giai on ny ngoi vic m bo khch hng vay tr n ng hn,

trnh nqu hn, kh i, cn mang ngha chm sc khch hng, to ra

mi lin h mt thit vi khch hng nhm hng ti cung cp nhiu loi

dch v ngn hng ph hp cho khch hng, to mi quan h tt p, ton

din v lu di gia ngn hng v khch hng.

2.2.4. nh gi thc trng hot ng cho vay tiu dng ca

Vietcombank

Con s d ncho vay tiu dng ca Vietcombank chim t trng nh

b trn tng d nv tc tng trng qua cc nm khng cao, bn cnh

, cht lng dch v sn phm cho vay tiu dng ca Vietcombank cng

khng cnh tranh bng cc sn phm ca ngn hng khc.

Nhn chung Vietcombank cn tn ti kh nhiu nhng hn ch trong

quy ch, sn phm cho vay tiu dng ca mnh, c th l:2.2.4.1. Cha nhn thc v quan tm ng mc v pht trin cho vay tiu

dng

Nh cp, vi nhng th mnh ring c, trong giai on trc

y, mng dch v ngn hng bn l trong my nm qua cha c

Vietcombank quan tm ng mc. S chuyn bin v t duy v chin lc

kinh doanh mi thc hin gn y, tuy nhin s chuyn bin cha mangtnh h thng, ni cch khc cha c thm nhun trong nhn nhn ca ton

th nhn vin Vietcombank. i vi i a s nhn vin, c bit l nhng


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nhn vin lu nm, Vietcombank vn l ngn hng chim lnh th trng v

mi mt, h ch quan tm phc v nhm khch hng l cc tp on ln v

cc tng cng ty v thng coi nh nhm khch hng c nhn v cc doanh

nghip va v nh.

Thc t, Vietcombank lu nay hu nh l bn bun ch yu cho nn

vic cho vay bn l ch l mi bt u, s ch trng cha cao, kinh nghim

v lnh vc ny cng cha nhiu, bn cnh c ch qun l ca mt NHTM

quc doanh vn cn nng n, quan liu cha c s linh hot. Cho nn mc

d vi nm trli y tn dng c nhn ti Vietcombank c s quan tm

ca Ban Lnh o, nhng quan im tng trng tn dng ca Vietcombank

vn tp trung chnh vo tn dng doanh nghip: t trng tn dng doanh

nghip chim trn 90%/tng d n, cn 10% l tn dng c nhn, trong khi

t trng tn dng c nhn ca cc ngn hng thng mi c phn chim ti

40%/tng d n.

2.2.4.2. Cng tc tip th marketing, xy dng v cng c thng hiu

cha tt

Cng tc tip th thi gian gn y ca Vietcombank c quan tm

trin khai, tuy nhin tnh t chc nghip v tip th, qung co ca

Vietcombank cn yu, cha hiu qu, do kinh nghim khng cao v u t

cha ng mc.

th trng bn bun, Vietcombank pht huy th mnh t trcn nay xc nh r rng phn khc th trng ca mnh, cp tn dng

thng qua th trng ti chnh (th trng tin t lin ngn hng), cc trung

gian ti chnh khc (nh cc qu, t chc tn dng, t chc lm i l y

thc) hoc nhng khon u t tn dng vo cc tp on, t chc kinh t ln,

gi tr cc khon cp tn dng ln hng trm t ng,... Cn trong th trng

bn l, Vietcombank hin vn cha c s nghin cu ng mc, cha xcnh phn khc khch hng mt cch t m, r rng, cha xc nh c

nhm khch hng mc tiu ca mnh.


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Cng tc tip th v qung co cha c Vietcombank thc hin hiu

qu do thiu chin lc r rng cng nh thiu ngun kinh ph thc hin.

Phng thc qung co ch o ang c trin khai ti Vietcombank ch

yu thng qua mt s tp ch trong ch gii thiu s lc v tr sgiao

dch v mt vi sn phm mi. Vietcombank cng thc hin mt s chng

trnh ti tr cho cc chng trnh truyn hnh, tuy nhin theo kho st, mc

tip cn n cng chng l cn kh mnht cng tc qung co thng

hiu Vietcombank dn chng trong cc nm qua cn yu, cha hiu qu,

thng hiu Vietcombank ch c cc doanh nghip, t chc c quan h tn

dng bit n, trong khi c nhn th t c bit n. y l mt hn ch

rt ln n tc pht trin ca sn phm c nhn ca Vietcombank trong

thi gian qua, nht l sn phm cho vay tiu dng.

Trong lnh vc bn l, c l khng c s khc bit gia cc n v kinh

doanh cc mt hng hu hnh ( t, dng gia nh, hng thc phm) vi

cc t chc kinh doanh cc sn phm dch v ti chnh c th. ng phc

nhn vin, kiu dng kin trc v trang tr ni tht mt cch c trng khng

th nhm ln cho cc a im giao dch to cm gic thn thin khi khch

hng c nhn n giao dch. Mt mt bng sn giao dch in hnh cn c

pht trin v thng nht trong cc chi nhnh, to cm gic ng nht cho

khch hng trong giao dch ti bt c c sno ca ngn hng. iu ny,

Vietcombank cha thc hin c, nu nh ti H ni, Vietcombank Trungng xy dng c mt h thng vn phng hin i vi tr schnh ti

198 Trn Quang Khi - mt khu vn phng vo loi hin i nht trong gii

ngn hng Vit nam, c kh nng phc v mi nhu cu giao dch ca cc

i tng khch hng, th ti Thnh ph H ch Minh, Vietcombank chi

nhnh H Ch Minh ang ng ti mt tr s hon ton khng tng xng

vi qui m v tm c ca mnh. a s khch hng n giao dch tiVietcombank chi nhnh Thnh ph H Ch Minh u t ra khng hi lng v

phng c cht chi, nng nc, thiu bi gi xe, vn phng b phn tn nhiu


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ni... Cc c strc thuc u l ti sn i thu, hnh nh khng nht qun,

trang b mt tr smi l yu cu cp bch hin nay gia tng hnh nh v

v th ca ngn hng.

2.2.4.3. Quy chcho vay tiu dng cha ph hp vi khch hng

Vietcombank t trc n nay vi th mnh ca mnh nn ch ch

trng tn dng bn bun, quy trnh quy ch lun ci tin ph hp theo khch

hng l doanh nghip, khi nhn thc c th trng bn l l mt th trng

y tim nng pht trin v s l ch chnh hng n trong tng lai,

Vietcombank tng bc cc quy trnh, quy ch cho vay tiu dng, nhng

ch yu l rp khun t quy trnh cho vay bn bun sang, nn hin nay quy

Documents

Phat Trien Cho Vay Tieu Dung Tai Ngan Hang Tmcp Ngoai Thuong Viet Nam Vietcombank