III. Accessing the project implementation at BIDV Ha Tay

potential customers include officers and civil servants who are customers of the cheap

apartment segment. As a result, BIDV Ha Tay branch should prioritize some policies and

expand the connection with some investors to improve this segment and increase house loan

market. Through the survey, it is important that BIDV Ha Tay branch quickly improves some

limitations in procedure and lending conditions.

The supervisor also agreed that the bank should focus much more on this segment. This

opinion will be recognized and discussed in internal references. However, about the BIDV

limitations, Mr. Phi Dinh Thi explained to us in a different angle. In recent years, bad debt

was the biggest concern of Vietnam commercial banks in general because of the broken

bubble in real estate in 2007. As a result, they must stop this bad figure. BIDV was the

priority bank to work entirely in loan conditions by careful appraisal process. For example, in

2015, because of the problem in law of estate agents, BIDV had a temporary policy that the

bank would stop providing house loan to customers whose collateral is a house that will be

formed in the future (a house that doesn’t have red book which is also known as the certificate

of land use right in Vietnam ) in the few months. This action is to improve the control of this

type of assets and avoid the increasing of bubble and bad debt while other banks continuously

provided this service. The bank determined that this is not regarded as a limitation, yet it is the

shield to protect them from risks and improve the service quality.

Our supervisor also added some opinions about the solutions for BIDV Ha Tay branch.

Firstly, they did not agree with the leaflet solution. The main reason is losing more time, and

money, but achieving less effective results. This form of activity was used in the past. This

method showed the effective consequence when the technology was not developed enough.

However, the time has changed and in the development of technology, this method is useless,

and the bank does not agree to apply this. However, the bank was very interested in the

second solution which is the word-of-mouth method through BIDV Ha Tay customers. This is

a good method and the bank would consider to apply this solution in the next step of strategy

in 2018. It applies not only in developing the apartment loan, but also for a credit loan service

in general. Finally, in terms of customer service solution, they agreed that the supporting

customer apps are still unavailable, and it is necessary to develop such a system.. However,

they admitted that this method exceeded the capability of this branch. To resolve this issue,

they must have authorization from BIDV headquarter. There is still a long way to handle this

issue.

At the end of discussion, our group was appreciated and thanked by our supervisor and

other bank staff of BIDV Ha Tay branch for the contribution to improving the branch

activities.



18



2. Result assessment

Period



Task



Objective



From 5th to Meet the bank - Meeting the bank

25th

and define the manager

- Discussions with

October,2017 issue

managers and staff on

BIDV Ha Tay branch

operation

From

25th Prepare

for - Set up a suitable

October, 2017 step the of timetable and plan for

project

each member

- Evaluate the cost



From

26th Research

October to 7th project’s

November,

documents

2017



which happen during

the project

for - The data for



Participants



Expected result



All members



Set up the name

of project report

and

set

up

objective to do



All members



Make

team

work’s

mental

between partners



All members



Studying

BIDV

products



overview and history

of BIDV on the

internet

- Some documents



about

and



relating to house loan’s

situation at BIDV Ha

Tay branch ( annual

report,…)

- Study the policy of

the bank and the

process of house loan

service

From 7th to Write

15th

outline

November,

2017



the - Set up the clear and All members

suitable structure of the

project.



From

16th Conduct the - Set up a

November to customer

questionnaire survey to

3rd December, survey

collect customers

19



All members



All members can

know everything

what they have

done and some

objectives in the

future that they

must follow to

completely done

the report.

Collect a survey

result to comment

and propose the



2017



opinion about the

house loan service

 Face to face way

 Share on the



From 5st to Data analysis

20st

January,2018



From 20th to Review

23rd

project

January,2018



internet

- Create the solution

- Depend on



solution



All members



collecting data, our

group built the imagine

structure of project in

writing.

the - Gather group’s

-Leader

writing

- Adjust if it is

indispensable after the

last discussion

- Create the slide

- Practiced oral

presentation

- Submit the project



-All members



Drafted project



Finished

the

preparation

before the oral

presentation



From 25st to Accomplish

All members Complete

the

rd

3 February

the

project

final project

report

The project was carried out, followed by the outline set on the table . This group project

helps us practice and broaden what we have studied at school in real situations. During the

process of project implementation, we must admit that we have encountered a number of

challenges. However, we tried our best to create a valuable result. In this part, we have

included the summary of what we have done, the problems we have encountered, and

knowledge and experiences that we have gained:

From 5th to 25th October, 2017

Expected result : set up the name of project report – objective to do

We went to the bank branch to meet the manager. After talking about our situation, we

were accepted and had a permission to work in this bank branch as interns. Then, we had a

quick discussion with Mr Phan Dinh Thi – our direct supervisor of the internship. Due to our

lack of practical knowledge in the banking sector, the support of Mr. Thi is exceptionally

valuable. Finally, we have chosen the project title under the recommendation of Mr. Thi. We

have achieved the result as expected



20



From 25th October, 2017

Expected rerult: Making team works’ mental between members

We had the first group discussion in Highlands Coffee . Depending on each member

time table group’ plan was created . After 2 hours of discussion, some members had some

problems with daily activities, and some people didn’t agree with the group arrangement.

However, we tried to resolve and found a better plan with the satisfaction of all. The money

matter was passed easily. After meeting, teamwork spirit was established.

From 26th October to 7th November, 2017

Expected result : Studying about BIDV and BIDV House loan product.

Data of BIDV Ha Tay Branch is very important and necessary with our group. By

researching from different sources and collecting valuable information, our team can obtain

all necessary details of BIDV Ha Tay branch and complete the project. Firstly, we did brief

research on BIDV Ha Tay branch to get background information including system structure,

history, and the product that we want to know. Secondly, we found related financial reports of

this branch. It is clear that revenue from house loan service accounts for a large proportion of

total revenues and it is indispensable with the development of this branch. The first resource

that we relied on to carry out the research is digging for information on the internet. All

members tried to collect useful data from magazines or newspaper having good reputation

such as The investor real times (real estate magazine), or banking magazine, etc.

With respect to the second resource – collecting data through the support of the

supervisor, we had some difficulties when we asked our manager to provide some primary

data. Because BIDV Ha Tay branch is a subsidiary, many importantly internal documents and

policies cannot be publicized or announced as regulated by the headquarter of BIDV. Through

the discussion with our supervisor, we agreed to reserve some data for studying purpose only.

In this step, my group also learnt 2 necessary skills, namely communication and

researching.

From 7th to 15th November, 2017

Expected result: All members can know everything what they have done and some

objectives in the future that they must follow to completely done the report.

After collecting all relevant statistics, we had a second group discussion in a café with

the support of our supervisor, we finally agreed on a clear outline. All members could then

thoroughly understand what needed to be done in the next stage. Finally, we adjusted the

timetable to complete the project.

We achieved the result as expected without any conflicts

From 16th November to 3rd December, 2017

Expected result: Collect a survey result to comment and propose the solution

Following the purpose of the report, we must set up the questionnaire to study the

demand of clients, which was mentioned in the overview of the apartment market segment. It

was a difficult task for us as we have never worked on making a questionnaire before. After a

meaningful discussion with our supervisor, we could finally make our first questionnaire.

Then, we went through a two-day training on customer communication skill. With the

21



agreement of our supervisor, we were sent to Xuan Mai Spark Tower to carry out practical

study. It was the experience at Xuan Mai Spark Tower that we have gained knowledge of

how to communicate effectively with customers. Following that, we quickly conducted the

questionnaire as soon as possible. However, in the first time we had 2 mistakes. Firstly, some

questions in the survey were not suitable to the customers. Secondly, we spent too much time

on interviewing customers (from 20 to 30 minutes). To handle this issue, we changed the

questionnaire to include available answers. We spent two days discussing internally with the

presence of our supervisor to solve this problem. The next day, each member got a target of

interviewing from 5 to 10 people per day with 15-20 minutes for each person. During the

communication process, we encountered some problems as some customers didn’t want to

waste their time on us. Also, some gave us wrong information, which made it very difficult

for us to classify helpful answers in the next step. Moreover, all the exams and other

assignments at university and weather condition also made us tired during this time. We

thought that applying interview online by sending the questionnaire out on Facebook would

be a good way. With the mobile phone contact method, we did not receive any financial

support from the bank so it would be impossible to carry out the above mentioned approaches.

As a result, we dedicated remove this activity. Finally, we collected 467 responses in total.

In this step, there are 3 skills we have gained which are time management skill,

customer communication skill, and how to set up a questionnaire.

From 5st to 20st January,2018

Expected result : Drafted project.

This is the most difficult step of our group’s report. Through some responses we

collected, we must classify the information which is very complicated to analyze. Topbank.vn

is the popular website which is always updated quickly and exactly programs of all banks. We

use this tool to calculate some information people provided for us. By using some information

they answer about the price of the apartment they choose, budget that they spend for payment

each month, loan period and the interest rate of the bank at the moment, we could estimate the

responses are valid or invalid.

For example, the information about customer showed that : he/she wants to buy an

apartment with a maximum price 2,5 billion VND with Money spent for payment each month

is 20 million dong in the maximum loan period 10 years. BIDV interest rate at the moment is

11.5% per annum. As a result, we calculated that he/she must have available 1 billion VND to

achieve the bank agreed loan while he/she is the officer in the age 25-35. It means that the

customer needs a longer time to accumulate enough budget condition to borrow from the

bank. In this situation, we did not accept this response. During this analyzing process, we

must try hard to finish quickly.

Following that, each member was assigned clearly to write 1 part of the final report. Once

again, we faced with a big problem which is the command of English. This type of mission

accounted for a huge amount of time of our group. Finally, the report was finished. All members

continuously fixed some issues in grammar and vocabulary to complete the final report.



22



CONCLUSION

Although we have face with a number of limitations, including capacity and time

constraint, we finally completed the project and achieved all the objectives we set at the

beginning.

The most significant success we achieved is our more understanding of house loan

product, particularly house loan of BIDV Ha Tay branch through the implementation of the

project. Another objective which is not of less importance is the finalization of a

questionnaire. This is a valuable lesson for all team members. Through these activities, we

have a clearer picture of how banking operations are. On the basis of the findings of the

survey, we finally proposed some measures to improve the house loan product of BIDV Ha

Tay branch. Fortunately, these measures are well recognized by the branch.

During the process of project execution, we have encountered a number of problems

and challenges.. However, our group tried our best to complete some tasks together. Most

importantly, this project allowed us to experience the work environment in practicality, which

is also a good chance to broaden more knowledge and learn more useful skills. We hope that

in the future, we have more similar opportunities to learn and excel in a banking environment.



23



APPENDIX

Questionaire

Dear customers

We are students of Rouen University. Now, we are conducting a project to know about

the demand of buying apartment and your opinion about bank’s product. This survey is very

easy to fill it. Please help us to complete this questionaire.

Thank you for spending time to response.

1. What is your age group ?

. under 25



. 25-35



. 36-45



. 46-55



2. are you marriage?

. Yes



. No



3. What is your occupation ?

. Official, civil servants



. freelancer



. businessman



. worker



. others



4. You want to buy apartment in the price :

. 1-1.5 billion



. 1.5-2 billion



. 2-2.5 billion



. above 2.5 billion



5. What is the most concern when you buy an apartment ?

. Suitable with income



. Security



. Culture environment



. Convenient location



6. Where is your budget come from ?

. Saving



. Family and close friend



. Bank



7. How much money do you/ your family spend to payment for loan each month ?

. Under 10 million



. 10-20 million



. 20-30 million



8. How about the loan terms you want to borrow ?

. 5-10 years



. 10-15 years



. 15-20 years



. above 20 years



9. How do you know about BIDV house loan services ?

. The media



24



. Acquaintance



. Banks’ staff



. Internet



. I have no idea



10. The most factor that make you care about BIDV house loan products :

. Interest rate



. Procedures



. Loan terms



. Location



11. What is the limitations of BIDV services ?

. Cumbersome procedures



. Loan conditions is higher than other banks



. Loan product is limited



. Limited in staffs’ attitude





REFERENCES

www.BIDV.com.vn

www.Vietcombank.com.vn

www.vib.com.vn



25