Cam Nang Tiep Can Tai Chinh Cho SMEs

Cm Nang Kin Thc Dch V Ngn Hng
cho doanh nghip va v nh (SME)

DCH V T VN CA IFC | TIP CN TI CHNH
Cng Hp Tc vi:
2009 T chc Ti chnh Quc t (IFC)
n bn ln th nht
2121 Pennsylvania Avenue NW
Washington, D.C. 20433, USA
S in thoi: 2024731000
Internet: IFC.org
Gi mi quyn
Mc d da trn cc ngun m IFC c cho l ng tin cy, thng tin ny khng bo m v mc chnh xc v khng c coi l thng
tin y .
Thng tin ny khng c coi nh (cho d l r rng hay ng ) l bt k xut u t no, v do IFC khng c ng k theo o Lut
Chuyn Gia T Vn u T Hoa K ban hnh nm 1940.
Vic t tn v tn a l trong n phm ny ch nhm mc ch duy nht l gip ngi c tin tham kho v khng phi l s xc nhn ca
IFC, Ngn Hng Th Gii hoc bt k t chc lin kt no khc v tnh trng php l ca bt k lnh th no hay vic chng thc hoc chp
nhn cc ranh gii .
Bt k quan im no c th hin trong ti liu ny u l quan im ca cc tc gi ch khng nht thit phn nh quan im ca Ngn
Hng Th Gii hoc T chc Ti Chnh Quc T.
Cc Quyn v S Cho Php
Cc thng tin trong n phm ny c cp bn quyn. Vic sao chp v/hoc gi i mt phn hay ton b ti liu ny m khng c
php c th b coi l vi phm lut php hin hnh. Tp on Ngn Hng Th Gii khuyn khch ph bin tc phm ca mnh v thng
thngs cho php ti bn cc phn ca ti liu .
xin php sao chp hoc ti bn bt k phn no trong tc phm ny, vui lng gi yu cu cng vi thng tin y ti Copyright Clearance
Center Inc., 222 Rosewood Drive, Danvers, MA 01923, USA; s in thoi: 9787508400; fax: 9787504470; Internet: www.copyright.com
Mi yu cu khc v quyn v giy php s dng, bao gm c quyn li chi nhnh, xin gi ti Ofce of the Publisher, The World Bank, 1818 H Street
NW, Washington, D.C. 20433, USA; fax: 202-522-2422; e-mail: pubrights@worldbank.org.
Danh Sch Cc T Vit Tt 2
Li Ni u 3
Li Gii Thiu 4
Phn Trnh By Chi Tit 5
Li Gii Thiu 7
SME v Phn Gia Cn Thiu 9
Cc nh Ngha v Th Trng SME 9
Tm Quan Trng Kinh T ca Cc SME 11
Nhu Cu Cha c p ng v Dch V Ngn Hng 12
C Hi S Dng Dch V Ngn Hng SME 14
Khc Phc Phn Gia Cn Thiu: Dch V Ngn Hng SME Hin Nay 17
C Cu Ngnh 19
Vai Tr ca Mi Trng Hot ng 20
Cc Tr Ngi v Phng Thc Hot ng da trn Gi Tr ca Dch V Ngn Hng 25
Qun L Ri Ro 26
Am Hiu Th Trng SME 28
Pht Trin Cc Dch V v Sn Phm 32
Tm v Sng Lc Khch Hng SME 40
Phc V Cc Khch Hng SME 46
Qun L Thng Tin v Kin Thc 52
Cung cp Dch V Ngn Hng cho Th Trng SME 55
Cc Bi Hc Kinh Nghim t Dch V Ngn Hng SME Hin Nay 55
Khi u: Xm Nhp hoc M Rng Dch V Ngn Hng SME 59
Cc Cng C Tin Hnh Xm Nhp hoc M Rng Th Trng 61
Ph Lc A: Cc nh Ngha Mu v SME 68
Ph Lc B: Danh Sch Cc V D Thc T v Ngn Hng v Minh Ha 69
Ph Lc C: Hp Tc vi IFC 70
Ph Lc D: V IFC 71
Ti Liu Tham Kho 72
Ghi ch cui trang 74
Ni dung
CM NANG KIN THC DCH V NGN HNG CHO DOANH NGHIP VA V NH (SME) 2
ANDE Mng Li Cc Doanh Nghip Pht Trin
vng Aspen
ATM My Rt Tin T ng
BD Pht Trin Kinh Doanh
BRIC Brazil, Nga, n , Trung Quc
CAGR T L Tng Trng Hng Nm Tng Hp
CFO Trng Phng/Gim c Ti Chnh
CRM Qun L Quan H Khch Hng
EBL Ngn hng Eastern Limited
EBRD Ngn Hng Ti Thit v Pht Trin Chu u
EM Cc Th Trng Mi Ni
EMPEA Hip Hi C Phn T Nhn trong Cc Th
Trng Mi Ni
EWS Cc Du Hiu Cnh Bo Ban u
FI nh ch Ti Chnh
FELEBAN Lin on Cc Ngn Hng Chu M
La-tinh
FS Bo co Ti Chnh
FY Nm Ti Kha
GDP Tng Sn Phm Quc Ni
GM Tng Gim c iu Hnh
HQ Tr S Chnh
IDB Ngn Hng Pht Trin Lin M
IFC T chc Ti Chnh Quc T
IIC Tp on u T Lin M
IT Cng Ngh Thng Tin
LE Doanh Nghip C Ln
ME Doanh Nghip C Va
MFI Microfnance Institution
MIF Qu u T a Phng
MIS H Thng Qun L Thng Tin
MOEA B Kinh T (i Loan)
MSME Doanh Nghip Vi M, Doanh Nghip
Va v Nh
NGO T Chc Phi Chnh Ph
NPL N xu /Khon vay khng thc hin
OECD T Chc Hp Tc v Pht Trin Kinh T
P&L Bo co li l
PE C Phn T Nhn
POF Ti tr Hp ng Mua
RM Ngi ph trch Quan H (Qun L)
ROA H s sinh li trn ti sn
SBA Qun tr Doanh Nghip Nh
SE Doanh Nghip Nh
SME Doanh Nghip Va v Nh
SRA Chuyn Gia T Vn thng tr Cao cp
TA Tr Gip K Thut
Danh Sch Cc T Vit Tt
3
Li Ni u
Khuyn khch s nng ng ca doanh nghip va v nh (SME) c coi l vn u tin
trong s cc mc tiu pht trin kinh t, vi cc nn kinh t pht trin v mi ni. SME l
ng c chnh to cng n vic lm v tng trng GDP. Cc SME ng gp to ln cho s
a dng ca nn kinh t v n nh x hi cng nh c vai tr rt quan trng trong vic pht
trin khu vc kinh t t nhn. S pht trin SME cng hm cha nhiu thch thc ln.
pht trin, cc SME thng gp tr ngi nghim trng hn l cc cng ty c qui m ln, s
thiu qui m cn thit thng dn ti suy gim kh nng tip cn th trng, k nng v vn
u t.
Thiu kh nng tip cn ti chnh thng c cc SME coi l mt trong nhng tr ngi chnh
cho vic tng trng. Do cc ngn hng thng mi v nh ch ti chnh thng coi SME l
i tng khch hng ri ro v tn chi ph phc v, nhiu doanh nghip khng c phc v
k c cc dch v ti chnh c bn. V kh nng tip cn ti chnh hn ch nh vy nn cc ch
doanh nghip SME thng kh thc hin cc khon u t cn thit tng nng sut v
kh nng cnh tranh, pht trin cc th trng mi v tuyn dng thm nhn s.
Trong hn 50 nm, IFC gip m rng vic tip cn ti chnh cho cc doanh nghip t nhn
cc nn kinh t ang pht trin. c rt t qu trnh ny v hc hi kinh nghim ca cc ngn
hng thnh cng trong vic phc v cc doanh nghip SME, IFC hin ang hp tc vi cc
ngn hng thng mi c gng nhn bit v nm bt c hi cha khai thc v c kh nng
hot ng sinh li trong th phn SME. Vi s gip ca IFC v cc t chc khc, h ang c
gng hiu r hn cng nh p ng tt hn cc nhu cu ti chnh ca SME, hc cch qun l
ri ro hiu qu hn lin quan ti SME, v cch thc hin cc giao dch nh hn vi mc chi ph
thp hn v cht lng dch v tt hn.
Chng ti rt t ho v kh nng lnh o ca mnh trong lnh vc ti chnh SME. Tnh ti cui
nm ti kha 2009, IFC c danh mc u t cam kt l 6,1 t la 200 nh ch ti chnh c
i tng khch hng chnh l cc doanh nghip va v nh cc quc gia ang pht trin.
Khong mt na cc nh ch ny cng nhn c dch v t vn ca IFC. Tng danh mc u
t ca cc t chc ny l 1,3 triu khon vay SME vi tng s tin ln ti $90,6 t la.
Cm Nang Kin Thc Dch v Ngn Hng SME tng hp cc bi hc ca IFC vi mc ch chia
s nhng iu chng ti tin tng l nhn t thnh cng chnh trong vic mang li li nhun
trong cc hot ng Dch v Ngn Hng SME. Mc ch ch yu l n phm chuyn ngnh,
vi i tng c gi l cc gim c ngn hng, qun l v nhn vin ti cc quc gia ang
pht trin, nhng ngi nhn thy c hi cha c khai thc ti cc th trng a phng
nhng vn ang cn nhc cc cch ti u tip cn th phn SME. y cng l mt cng c
hu ch cho cc nh hoch nh chnh sch v cc nhn vt khc ca ngnh ti chnh, nhng
ngi mun tm hiu r hn cc c im c bn ca hot ng ti tr SME. Hy vng rng
cun cm nang ny s l ti liu tham kho hu ch cho nhiu nh ch ti chnh mong mun
hp tc tch cc hn vi cc doanh nghip va v nh trn ton th gii.
Peer Stein

Gim c chng trnh ton cu
Chng trnh Tip cn ti chnh
Mc tiu ca Cm Nang Kin Thc Dch v Ngn Hng SME l chia s v ph bin kinh nghim
cng nh kin thc ca IFC vi cc nh ch ti chnh ang cn nhc tham gia hoc hin thc
hin cc dch v ngn hng vi cc doanh nghip va v nh. Cc t chc cung cp dch v ti
chnh, c th thy cun cm nang ny c bit hu ch trong vic thit lp hoc m rng cc hot
ng cho SME, bao gm ngn hng thng mi, ngn hng u t, cc cng ty cho thu, cc nh
ch qun l c phn t nhn v cc nh ch ti chnh vi m. n phm ny cng hu ch cho cc
t chc khc quan tm ti cc vn tip cn ti chnh ca SME, v d nh cc vin nghin cu,
cc c quan chnh ph v t chc phi chnh ph (NGO).
Cm Nang Kin Thc Dch v Ngn Hng SME phn ln da trn ti liu sch bo v kt qu
nghin cu hin ti, cng nh thng tin thu c t nhiu cuc phng vn quan trng vi cc
chuyn gia v nhng ngi ang thc hnh dch v ngn hng SME trn ton th gii. Cun
cm nang ny khng ra qui tc v khng t vn v mt phng php giao dch ngn hng
SME c th no. ng ra l, cun cm nang ny ch mun h tr cc bn cung cp dch v ti
chnh c s la chn sng sut bng cch chia s cc thch thc, c hi v thc hnh hiu qu
dch v ngn hng SME trn ton th gii.
Cun Cm Nang ny thc y Cng c Chn on Kim tra dch v Ngn Hng SME ca IFC (c
s dng nh gi cc hot ng ngn hng SME) v So snh Tiu Chun dch v Ngn Hng
SME ca IFC (c dng phn tch cc m hnh kinh doanh theo thng l tt nht). Thm vo
, Cm Nang cng cung cp cc v d thc t v dch v ngn hng SME t nhiu t chc ti
chnh in hnh. Cc v d ny c th c s dng nu bt mt thng l thc hin tt nht,
hoc c th ch c dng m t mt kinh nghim no . Cc nh ch ti chnh c
cp trong n phm ny gm c Access Bank, Bank Muscat, Eastern Bank Limited, Hamkorbank,
ICICI Bank, NBD Bank, Standard Chartered v Wells Fargo. Cc kinh nghim dch v ngn hng
SME ca cc ngn hng khc cng c cp b ti liu ny khi cn.
IFC l mt thnh vin ca Tp on Ngn Hng Th Gii. IFC to c hi gip mi ngi thot
khi i ngho v nng cao cht lng i sng. Chng ti ng h v khuyn khch s pht
trin kinh t bn vng cc quc gia ang pht trin qua vic h tr pht trin khu vc kinh
t t nhn, huy ng vn t nhn, cung cp cc dch v t vn v h tr gim ri ro cho cc t
chc kinh doanh v chnh ph. Cc khon u t mi ca chng ti t mc tng cng $15 t
trong Nm Ti Kha 2009, ng vai tr quan trng trong vic gii quyt tnh trng khng hong
ti chnh. bit thm thng tin, xin mi truy cp www.ifc.org.
Li Cm n
Chng Trnh Dch v Ngn Hng SME Ton Cu ca IFC mun gi li cm n ti cc i tc ho
tm, Chnh Ph o, H Lan, Na Uy v Nht Bn v s ng gp v hp tc nhit tnh trong chng
trnh ny.
IFC bin son Cm Nang Kin Thc Dch v Ngn Hng SME ny di s gim st ca mt nhm
chuyn vin do b Ghada Teima iu hnh v vi s gip ca c Melina Mirmulstein v c
Anushka Thewarapperuma. Nhm chng ti xin cm n s ng gp ca cc chuyn gia hiu nh
IFC v Ngn Hng Th Gii: Ary Nam, Ignacio Estevez, Neil Ramsden, Paul Rusten, Peer Stein,
Sergio Shmukler v Tony Lythgoe. Chng ti cng mun gi li cm n ti tt c cc ngn hng
chia s kinh nghim ca mnh trong Cun Cm Nang ny, cng nh cc ng nghip khu vc
to iu kin thc hin. c bit, chng ti mun cm n nhm Chuyn Gia T Vn Pht Trin
Ton Cu Dalberg vi cc thnh vin Peter Tynan, Yana Watson v Jason Wendle. y l t chc
c IFC thu bin son Cun Cm Nang ny. Dalberg l mt hng t vn chin lc v
chnh sch chuyn v tip cn vn vay ti cc th trng mi ni.
Li Gii Thiu
5
Phn Trnh By Chi Tit
Cc doanh nghip va v nh c th giao dch ngn hng mt cch hiu qu c khng,
v th trng hin nay c phi l th trng hp dn khng? Cc ngn hng c th lm g
vt qua cc kh khn th thch v nm bt c cc c hi m th phn SME mang li,
c bit l ti cc quc gia ang pht trin? S khc bit gia phng thc cho vay SME v
Dch v ngn hng SME l g? Cc ngn hng c th lm g m rng thnh cng cc
hot ng dch v ngn hng SME?
y l cc dng cu hi c nhc ti trong Cm Nang Kin Thc Dch V Ngn Hng SME.
Cm Nang ny cung cp thng tin tng qut v tnh hnh dch v ngn hng SME hin ti
v sau phn tch nhng phng php m cc ngn hng ang s dng c c c
hi tim nng trong mt th trng ang pht trin y thch thc. Phn kt lun c hng
dn dnh cho cc ngn hng mun bt u tham gia th trng SME mt cch bi bn.
Tnh Hnh Dch V Ngn Hng SME Hin Nay
Dch v ngn hng cho SME ang trong qu trnh chuyn i. T mt phn khc th trng vn
c coi l i tng phc v rt kh, gi y th trng SME tr thnh mc tiu chin lc ca
cc ngn hng trn ton th gii. Tut ng missing middle (phn gia cn thiu) m t s thiu
ht v cc dch v ti chnh c cung cp cho cc SME v s thiu ht ny ang co hp li. Hot ng
dch v ngn hng SME c v nh pht trin nhanh nht ti cc th trng mi ni (cc quc gia c mc
thu nhp thp v trung bnh), ni c s thiu ht ln nht. Trong cc th trng mi ni, ngy cng c
nhiu ngn hng ra chnh sch v thnh lp cc ban SME. Danh mc u t c cam kt ca IFC
ti cc nh ch ti chnh SME tng ng k trong nm nm va qua thm 271 phn trm tng
cng l $6,1 t tnh ti cui Nm Ti Kha 2009.
Cnh tranh ti cc phn khc th trng khc l mt l do khin cc ngn hng thng mi i theo
hng downstream (xui dng) phc v cc SME. ng thi, cc chnh ph trn ton th gii
hin nay cng nhn thy tm quan trng ca SME v c gng h tr tip cn vn vay, i khi bng
cch khc phc cc tr ngi v php l v qui ch hoc thit lp c s h tng tn dng. Tuy nhin,
b quyt pht trin hot ng dch v ngn hng SME c th l vic cc ngn hng ang bt u
hiu cc nhu cu v u tin ring bit ca cc SME, v thit lp cc phng php ring nhm khc
phc cc thch thc t trc n nay v ri ro tn dng cao v chi ph phc v tn km. Mt du hiu
cho thy cc ngn hng ang khai thc mt phn tim nng ny th trng ni trn l cc ti sn u
t trong cc hot ng SME mang li mc li nhun bo co cao hn. V d, cc ngn hng hng u
bo co mc ROA cho hot ng SME l 36 phn trm so vi 13 phn trm trn ton ngn hng.
ng thi, tri ngc vi quan im thng gp, th trng SME l i tng phc v ca rt
nhiu ngn hng khc nhau, ch khng ch l cc ngn hng c qui m nh vi cc m hnh
hot ng da trn quan h.
Ngy nay, bt k cc thch thc ln do khng hong kinh t ton cu hin ti (2009) v tng lai cha
bit trc, nhiu ngn hng dng nh ang quyt tm gi vng cam kt i vi SME, c bit l cc
th trng mi ni. Mc d nh hng ca cuc khng hong vn cha th hin r nt, cc ngn hng
tip tc ch trng ti SME thng rt tin tng vo tm quan trng ca SME i vi ton b nn kinh
t quc gia.
Ngn Hng Gp Cc Thch thc trong vic Phc V Th Trng SME
phc v hiu qu i tng doanh nghip SME, cc ngn hng phi thay i cch thc hot ng
v qun l ri ro trong mi chu trnh ca chui gi tr ngn hng. iu ny bt u t vic c gng
tm hiu th trng v s khc bit ca th trng so vi cc th phn bn l v thng mi.
Tip theo, khi pht trin cc sn phm v dch v, cc ngn hng
bt u hiu rng dch v ngn hng SME khng ch mang
ngha cho vay SME v bi vy ang u tin cc dch v phi tn
dng mang li tng gi tr cho khch hng. Teo bo co ca
cc ngn hng hng u, hn 60 phn trm doanh thu SME
ca h l t cc sn phm v dch v phi tn dng.
Cc ngn hng tm cch qun l c chi ph v ri ro tn dng khi
thu ht v sng lc khch hng. Danh mc khch hng hin ti
ca mt ngn hng cung cp xut pht im vi chi ph thp cho
lnh vc mi ng thi cung cp cc d liu qu gip ngn
hng hiu v d on c cc ri ro lin quan ti khch hng
SME. Pht trin kh nng ny d on ri ro khi khng c
thng tin ti chnh hon ton ng tin cy, bng vic s dng
cc cng c nh chm im tn dng, gip cc ngn hng
sng lc hiu qu hn cc i tng khch hng tim nng. V
vn phc v khch hng SME, cc ngn hng ang c s ci
tin hiu qu bng cch vn dng cc phng php phc v i
tr cho cc doanh nghip c qui m nh hn v tn dng cc
knh phn phi trc tip khi thch hp. H cng to doanh thu
bng cch u tin bn cho sn phm cho cc khch hng hin
ti. Cui cng, cc ngn hng cng ng dng cc cng c Cng
Ngh Tng Tin v H Tng Qun L Tng Tin, ng thi
hc cch s dng hiu qu cc cng c ny trong qun l thng tin
v kin thc phc v th trng SME, c bit l trong tm hiu
kh nng sinh li v ri ro.
Kinh nghim ca cc ngn hng c nhn, v d nh ICICI
Bank, Wells Fargo v Standard Chartered cho thy cc phng
php sng to trong dch v ngn hng SME. Mt s cch sng
to ny bao gm phn on th phn dch v a cp v tham gia
sng to vo hot ng cho vay gp vn ca cc SME.
Cch Bt u Tham Gia th trng SME
Cc ngn hng ang tm cch xm nhp th trng hoc m rng
cc hot ng SME s c c hi c rt kinh nghim ca cc ngn
hng khc t trc ti nay. Cc bi hc ny p dng cho cc hot
ng trong nm lnh vc chin lc: (1) chin lc, kh nng
thc hin v tp trung vo SME; (2) phn khc th trng, cc
sn phm v dch v; (3) vn ha bn hng v cc knh phn
phi; (4) qun l ri ro tn dng; v (5) Cng Ngh Tng Tin
v H Tng Qun L Tng Tin. Tuy nhin, trc khi ng dng
cc bi hc ny, cc ngn hng cn tun theo mt qui trnh gia
nhp th trng, bt u t vic tm hiu c hi ny trong th
phn SME v kt thc bng vic thit lp mt k hoch chin lc
v thc thi. Hai cng c h tr l nh gi th trng v tm hiu
hot ng. nh gi th trng l vic xc nh qui m v tnh
cht ca c hi cng nh tnh hnh cnh tranh. Tm hiu hot
ng gip nu bt cc u im v nhc im ca mt ngn hng
no . B Cng C Chn on Kim tra Dch v Ngn Hng
SME ca IFC l phng thc tm hiu hot ng da trn nm
lnh vc chin lc trong dch v ngn hng SME.
Tm li, vic phc v i tng doanh nghip SME l hot ng
kinh doanh c th mang li li nhun xng ng cho cc ngn
hng, ng thi vic h tr cc doanh nghip SME pht trin cng
s c li cho nn kinh t quc gia. Cc ngn hng mun nm bt c
hi trong th trng ny cng c th s dng Cm Nang ny lm
cng c hc hi kinh nghim trong ngnh t trc ti nay. Qua
vic ch ra cc quan im sai lm v dch v ngn hng SME, thit
lp h s kinh doanh v chia s cc phng thc hot ng hiu qu
trn ton cu, Cm Nang Kin Tc Dch v Ngn Hng SME hy
vng c th h tr cc ngn hng pht trin cc dch v hp l hn,
hiu qu hn cho cc doanh nghip va v nh trn ton th gii.
7
Li Gii Thiu
Cc doanh nghip va v nh l trng tm pht trin kinh t, c bit l cc th trng
mi ni.
i
pht trin v tip tc tc ng tch cc ti nn kinh t, cc doanh nghip
SME cn tip cn cc dch v ti chnh, nhng t trc ti nay cc dch v ny vn c hn
ch ln.
Nhiu SME trong cc th trng mi ni thng trng cy vo cc ngun vn u t khng chnh
thc p ng nhu cu ti chnh, v d nh vay tin ca ngi thn. Tuy nhin, khi tip cn knh
huy ng vn chnh thc, doanh nghip va v nh trc tin thng tm ngun vay chnh t ngn
hng. Cc ngn hng bt u ch ti th trng cha khai thc ny v vic phc v cc doanh
nghip SME c tc ng quan trng ti vic tng cng kh nng vay vn ca SME.
Xt v mt tng qut, dch v ngn hng bao gm cc ngn hng u t v thng mi, cc cng
ty cho thu, cc nh ch ti chnh vi m (MFI) v cc t chc lin quan khc. Cm Nang Kin Tc
Dch v Ngn Hng SME c bit ch trng ti cc ngn hng thng mi, v y l cc nh ch ti
chnh trung gian quan trng nht trong a s cc nn kinh t v kh nng lin kt tit kim vi u
t. Cc ngn hng thng mi c phn bit theo cch cho vay, ch khng phi l u t vo doanh
nghip SME. Khng ging nh cc nh ch cho vay chuyn dng khc, cc ngn hng thng mi
cung cp rt nhiu sn phm v dch v phong ph, trong bao gm dch v k thc, tn dng,
giao dch v t vn. H cng ch trng ti cc doanh nghip trong lnh vc chnh thc thay v cc
doanh nghip vi m khng chnh thc vn vn l i tng khch hng ca MFI t trc n nay.
Hnh 1 cho bit phm vi dch v ngn hng SME so vi cc lnh vc ti tr SME khc.
Mc ch bin son Cm Nang Kin Thc
T trc n nay, cc ngn hng thng mi vn coi SME nh l mt thch thc v thiu ht thng
tin, khng c ti sn th chp v chi ph dch v cao hn do cn phi thc hin cc giao dch c qui
m nh hn. Tuy nhin, v th phn giao dch ngn hng doanh nghip tip tc co hp v kh khn
ti chnh ngy cng tng lm gim doanh thu t hot ng cho vay chnh ph, cc ngn hng bt u
tm hiu th phn SME.
i Trong ton b Cm Nang Kin Tc Dch v Ngn Hng SME, thut ng cc th trng mi ni l ni ti cc quc
gia c mc thu nhp thp hoc trung bnh, hoc cc quc gia ang pht trin.
Hnh 1: Dch v ngn hng SME cp ti nhiu qui m cng ty v dng vn vay khc nhau
Ti tr
Di Hn
Ti tr Trang
Thit B
My Mc
Vn lu
ng
Khng Chnh Thc/
Qui M Nh Hn
Ti Chnh Vi M
Thu mua
C Phn
T Nhn
Ti tr Thng Mi
Chnh Thc/
Qui M Ln Hn
Dch v Ngn
Hng SME
C S H Tng Ti Chnh
Cc C Quan Thng tin Tn Dng
Cc H Thng Thanh Ton
Cc C Quan ng K Ti Sn
Th Chp
th trng pht trin, cc ngn hng c bc tin ng k
trong vic phc v th trng SME trong vi thp k gn y.
Tuy nhin, cc th trng mi ni, nhiu ngn hng ch va
mi bt u m rng cc hot ng sang lnh vc ny, v th
trng cn lu mi t ti mc bo ha. Rt nhiu ngn hng
hin vn ang th nghim nhiu phng php khc nhau i vi
SME, tuy nhin cc v d thnh cng cho ti nay u th hin mt
s nguyn tc c bn gip giao dch ngn hng hiu qu vi SME.
Trong giai on chuyn i ngnh ny, Cm Nang Kin Tc
Dch v Ngn Hng SME chia s mt s kinh nghim thnh cng
v nu bt cc bi hc mi c rt t kinh nghim ca cc ngn
hng phc v SME. Khng c mt cng thc chung cho hiu qu
phc v SME v cc nguyn tc trong Cun Cm Nang ny c
th c cc quan im quan trng cho cc ngn hng ang cn
nhc vic tham gia th trng SME mt cch bi bn.
Cc Mc Tiu ca Chng
Chng 1 ca Cm Nang Kin Tc Dch v Ngn Hng SME
cung cp cc thng tin tng qut v th trng giao dch ngn
hng SME, trong c cc nh ngha thng gp v th trng
SME, bng chng v tm quan trng ca h trong nn kinh t,
v phn tho lun v nhu cu cha c p ng ca cc doanh
nghip SME. Bng chng cho thy rng dch v ngn hng SME
l ng thi c th mang li cho cc ngn hng, c hin ti v
trong tng lai.
Chng 2 ni v thc trng ca dch v ngn hng SME, cc xu
hng ni chung, v cc c im chnh trong mi trng hot
ng nh hng ti kh nng phc v SME ca ngn hng.
Phn ny c mt mc c bit m t cc ngun d liu quan trng
v cc dch v ngn hng SME v mc khc bn v tc ng ca
cuc khng hong ti chnh hin ti i vi dch v ngn hng
SME. V mi trng hot ng, mc 2.2 phn tch vai tr ca
chnh ph trong vic h tr hot ng giao dch ngn hng SME.
Mt v d thc t ngn ca ngn hng Eastern Bank Limited
Bangladesh cho thy rng ngay c nhng mi trng hot
ng kh khn nht, cc ngn hng vn ang nm bt cc c hi
phc v hiu qu cc doanh nghip SME.
Vi phn thng tin tng qut v dch v ngn hng SME hin ti,
Chng 3 tm hiu v nhng phng thc m cc ngn hng s
dng phc v SME trong mi giai on ca chui gi tr ngn
hng SME. Mi mc trong Chng 3 s cp ti mt giai on
c th ca chui gi tr , v ch trng ti cc thch thc chnh
m cc ngn hng phi i mt. Chng ny bn v cc phng
thc m ngnh ni chung v cc ngn hng hng u ni ring
thng p dng khc phc nhng kh khn ny. Cui mi
mc s c phn Cc Bc t Kt Qu Xut Sc hay cc v d v
nhng phng php thc hin gip phn bit cc phng thc
xut sc so vi cc phng thc hiu qu. Ba v d thc t c
trnh by chi tit trong Chng 3, c rt kinh nghim t cc
ngn hng Wells Fargo, Standard Chartered v ICICI Bank.
Hai ngn hng khc l Bank Muscat v Access Bank cng c
cp ti trong phn minh ha ngn hn. Cui cng, Chng 3
cng c phn tho lun v xu hng gn y nht ca cc ngn
hng mi tham gia hot ng cho vay th chp ti sn SME.
Chng cui cng l chng 4 vi thng tin hng dn chin
lc dnh cho cc ngn hng ang mun xm nhp hoc m rng
hot ng trong th trng SME. u chng c phn tm tt v
cc bi hc chnh thu c t kinh nghim ca cc ngn hng
phc v SME. Cc bi hc ny c sp xp theo nm lnh vc
chin lc, v rt quan trng phc v hiu qu cc doanh
nghip SME. Tip theo, mc 4.2 m t cch thc cc ngn hng
c th bt u cng nh cc cu hi c bn m h cn phi t ra
khi lp k hoch phc v doanh nghip SME. Cui cng, phn
kt lun ca Cun Cm Nang ny c mc trnh by v phng
php nh gi th trng v cng c Chn on Kim tra ca IFC
v cc hot ng dch v ngn hng SME, hai cng c c th h
tr qu trnh tham gia th trng SME mt cch bi bn. Hai v
d thc t trong Chng 4 cho bit kinh nghim ca Hamkorbank
v NBD trong vic m rng hot ng SME.

9
SME v Phn Gia Cn Thiu
SME l cc cng ty c nhu cu ti chnh qu ln i vi m hnh ti chnh vi m, nhng li
qu nh tn dng hiu qu cc m hnh dch v ngn hng dnh cho cng ty. Cc SME
l mt khu vc kinh t c qui m ln v ng vai tr quan trng v mt kinh t ti hu nh
tt c cc quc gia trn th gii. Khu vc kinh t SME ang pht trin thng c coi l
du hiu cho thy ton b nn kinh t ang pht trin. cc nc c thu nhp cao v mt
s nc c mc thu nhp trung bnh, khu vc kinh t SME chim hn mt na sn lng
u ra quc gia.
Tuy nhin, t trc ti nay, SME vn cha tip cn c cc dch v v sn phm ti chnh,
c bit l cc quc gia ang pht trin. Cc ngn hng thng trnh cung cp cho th
trng SME cc khon n di hn hn. Tuy nhin, mc d trc y cc ngn hng tng
ch trng ti cc khch hng doanh nghip c mc ri ro thp v mang li gi tr cao, ngy
cng c nhiu ngi ng rng th trng SME c th l mt phn khc th trng mang
li li nhun cho ngn hng. Mc d hn ch, nhng cc d liu c c t cc ngn hng
u ng h quan im ny. Qua vic p dng nhiu bin php, v d nh nh gi da trn
mc ri ro, cc m hnh nh gi im tn dng v cc sn phm khng lin quan ti
cho vay dnh ring cho SME, cc ngn hng ang tm cch gim bt ri ro, gim chi ph v
tng tng li nhun thu c t dch v ngn hng SME.
Cc SME, c bit l cc quc gia ang pht trin (c mc thu nhp va v thp
ii
) t trc n nay
vn cha tip cn c cc dch v v sn phm ti chnh. V vy xut hin cc t chc MFI phc v
phn th trng nh nht ny, trong khi cc t chc ngn hng thng ch trng ti cc cng ty c qui
m ln. SME nm gia hai th trng ny, ni c s thiu ht ti chnh thng c gi l phn gia
cn thiu. Tuy nhin, trong nhng nm gn y, tnh hnh bt u thay i. L mt khu vc kinh
t, SME ang pht trin nh l mt ngnh. Ngy nay, cc ngn hng ngy cng nhn thy phn khc
th trng SME c th l khu vc kinh t mang li li nhun nu c hiu ng.
Cc nh Ngha v Th Trng SME
Mc d nhiu ngi ng rng th trng SME c qui m v tm quan trng ng k, nh ngha
v th trng ny vn cn khc nhau rt nhiu trn ton th gii.
nh ngha ph bin v SME l cc doanh nghip c ng k kinh doanh vi cha ti 250 nhn vin.
1

nh ngha ny chim i a s cc cng ty trong khu vc kinh t SME. Ngi ta c tnh rng SME
chim t nht 95 phn trm cc doanh nghip ng k kinh doanh trn ton th gii; v d, chu
u con s ny l hn 99 phn trm.
2
thu hp hng mc ny, i khi SME c phn bit vi cc
doanh nghip vi m hot ng di dng doanh nghip c s nhn vin ti thiu, v d nh 5 hoc
10 nhn vin. Cc SME cng c th c chia thnh cc doanh nghip nh (SE) v cc doanh nghip
va (ME), mc d s ng thun v hng mc phn chia cc doanh nghip ny cn t. Cc tiu ch
khc nh ngha phn khc th trng ny l doanh thu hng nm, ti sn v qui m vay hoc
u t.
ii Ngn Hng T Gii nh ngha cc quc gia c thu nhp thp l cc quc gia c tng thu nhp quc gia (GNI) trn u
ngi thp hn $935; quc gia c mc thu nhp trung bnh thp vi GNI/u ngi l $9363,705, quc gia c mc thu
nhp trung bnh cao vi GNI/u ngi l $3,70611,455; v cc quc gia c mc thu nhp cao l $11,456 tr ln.
Mc d nh ngha thch hp v phn khc th trng ny cn
ty thuc vo tnh hnh dch v ngn hng ti a phng, hng
mc SME thng dng nht ti Ngn Hng T Gii th hin cc
tiu ch tng t nh nhiu tiu ch c p dng trn ton th
gii. (Ph Lc A a ra cc v d khc cho bit s khc nhau v
ni dung trong cc nh ngha SME). iu kin c coi l
mt doanh nghip vi m, doanh nghip nh hoc doanh nghip
va (thng c vit tt l MSME) trong hng mc phn loi
ny ca Ngn Hng T Gii, mt cng ty phi hi hai trong
s ba iu kin ti a v nhn vin, ti sn hoc doanh thu hng
nm (Bng 1). V cc mc ch bo co khch hng, Ban T
Trng Ti Chnh Ton Cu ca IFC s dng qui m vay di
dng qui m vay trung bnh, v mt s ngn hng khng th
bo co theo qui m cng ty SME.
Nhiu ngn hng hin ang phc v th trng SME trn thc t
s dng doanh thu hng nm, v cc ngng gii hn ti a
trung bnh theo bo co ngn hng ($16 triu, Bng 2) rt ging
vi cc hng mc phn loi ca Ngn Hng T Gii ($15 triu,
Bng 1).
C nhiu l do ti sao nh ngha SME cht ch v mt lng ha
li khng ph hp m t ton b th trng dch v ngn hng
SME. Ti cc quc gia pht trin (c mc thu nhp cao) v mt s
quc gia ang pht trin, phn ln phn khc th trng SME
bao gm cc t chc c cha ti nm nhn vin. Teo nhiu nh
ngha, cc cng ty ny s c phn loi l cc doanh nghip vi
m. Mt khc, mt doanh nghip va mt quc gia c mc thu
nhp cao c th c phc v hiu qu nh l mt cng ty c qui
m ln quc gia c thu nhp thp. Vn cn phc tp hn na
l cc quc gia ang pht trin, nhiu SME hot ng trong
khu vc kinh t khng chnh thc. V mc d khng c tnh
l SME nhng cc cng ty ny li l phn khc th trng tim
nng ca dch v ngn hng SME.
Ngnh dch v ngn hng SME c nh ngha chnh xc nht
theo v tr ca ngnh ny gia cc cng ty c qui m ln v cc
doanh nghip vi m ch yu hot ng khng chnh thc. S
pht trin ca ngnh dch v ngn hng thng mi ti nhiu
quc gia bt u t vic p ng nhu cu ca cc khch hng
cng ty c qui m ln. M hnh ny t trc ti nay bao gm vic
qun l cc giao dch c gi tr rt cao cho mt s t cc khch
hng c mc ri ro thp. Ngoi dch v ngn hng thng mi,
MFI bt u cung cp cc khon vay vn hot ng cho cc doanh
nghip vi m, thng dao ng mc trung bnh $150 Nam
ti $1.600 ng u.
3
Ngnh h tr ti chnh SME c coi l
phn gia cn thiu bi v cc yu cu ti chnh ca SME l qu
ln i vi a s cc t chc MFI v SME c coi l phn khc
th trng qu nh, ri ro hoc tn km chi ph cho cc ngn
hng thng mi thng thng.
Cc SME hot ng khc vi cc doanh nghip c qui m ln
(LE) v c th t phc tp hn v mt ti chnh, thiu mng hoch
nh kinh doanh v chuyn mn qun l lung tin mt. Cc
SME l nn mng gia cho nn kinh t, h thng giao dch vi
cc cng ty c qui m ln v cung cp u mi lin kt vi khu
vc hot ng chnh thc cho cc doanh nghip vi m. H c mt
gn nh mi im trong chui gi tr di hnh thc nh sn
xut, nh cung cp, nh phn phi, bn l v cung cp dch v.
H thng c mi quan h cng sinh vi cc doanh nghip c
qui m ln hn.
4

T trng SME c rt nhiu doanh nghip vi nhiu hnh thc
hot ng v qui m khc nhau. SME thng l cc cng ty gia
Bng 1: Cc nh ngha ca Ngn Hng Th Gii v MSME
(doanh nghip phi p ng c ti thiu 2 phn 3 cc
c im ny)
Qui m
cng ty

Nhn vin

Ti sn
Doanh thu
hng nm
Vi m <10 <$100.000 <$100.000
Nh <50 <$3 triu <$3 triu
Va <300 <$15 triu <$15 triu
Qui m vay trung bnh
Vi m <$10.000
Nh <$100.000
Va
<$1 triu (<$2 triu i vi mt s quc gia
tin tin)
Ngun d liu: Ayyagari, Beck, v Demirg-Kunt (2005)
Bng 2: Cc mc doanh thu trung bnh i vi nh ngha
ca ngn hng v SME
Qui m cng ty Doanh thu ti thiu Doanh thu ti a
Nh $200.000 $4 triu
Va $2 triu $16 triu
Ngun d liu: Beck, Demirg-Kunt v Martnez Pera (2008)
Th trng ngn hng SME bao
gm cc cng ty c nhu cu ti
chnh qu ln i vi hot ng
ti chnh vi m nhng li qu nh
tn dng hiu qu cc m hnh
dch v ngn hng dnh cho cng
ty ln
11
nh, v trong a s cc trng hp, ch s hu thng l
ngi ra quyt nh chnh v ti chnh. V d, ch ring cc cng
ty s hu c quyn chim t nht 52 phn trm th trng
SME ti Ai Cp v 58 phn trm i Loan.
5
C th minh ha
phn khc th trng SME di dng hnh thp, vi phn ln
nm trong hng mc qui m nh nht v hng mc qui m ln
nht c t cng ty nht (Hnh 2). minh ha, mt cuc kho st
nm 2004 v th trng SME ca Ai Cp c tnh rng th
trng ny c 168.000 SME, trong 98 phn trm l cc cng
ty c cha ti 50 nhn vin (Hnh 3). Cng theo cuc nghin
cu, quc gia ny c 2,4 triu doanh nghip vi m.
Tm Quan Trng Kinh T ca Cc SME
Khu vc kinh t SME ng vai tr quan trng i vi nn kinh t
quc gia v n gp phn ng k v cng n vic lm v GDP,
v s tng trng ca khu vc ny cng lin quan ti vic hp
thc ha nn kinh t. nhiu quc gia, phn ln cng n vic
lm l do th trng SME to ra. 30 quc gia c thu nhp cao
ca T Chc Hp Tc v Pht Trin Kinh T (OE CD),
iii
th
trng SME cc doanh nghip c ng k kinh doanh vi qui
m cha ti 250 nhn vin chim hn hai phn ba t l cng
n vic lm chnh thc.
6
cc quc gia c thu nhp thp, con s
ny c v nh thp hn, c bit l nhng ni ngnh kinh
doanh khng chnh thc chim phn ln; tuy nhin vn chim
t l ng k. Hnh 4 minh ha tm quan trng ca khu vc kinh
t SME trong vn to cng n vic lm da trn cc li ch
ng gp trung bnh ca SME cho cng n vic lm chnh thc t
cc v d ca cc quc gia c thu nhp thp, trung bnh v cao.
7
S ng gp ca khu vc kinh t SME i vi GDP cng cho thy
tm quan trng v mt kinh t ca khu vc ny. cc quc gia c
thu nhp cao v mt s quc gia c thu nhp trung bnh, ngnh
ny chim hn mt na sn lng u ra quc gia.
8
cc quc
gia c thu nhp thp, th trng SME cng ng vai tr quan
trng, mc d nn kinh t khng chnh thc c u th hn.
Hnh 5 cho bit cc mc ng gp trung bnh i vi GDP da
trn mu v d bao gm 55 quc gia.
Vai tr ca SME trong nn kinh t tng theo mc thu nhp quc
gia c th cho thy bn thn th trng SME l mt ng thi cho
s tng trng kinh t. Mc d iu ny hin vn cn l cu hi
b ng, vic chnh thc ha hot ng kinh doanh xut hin
nh l mt knh tim nng m qua khu vc kinh t SME ang
pht trin c lin h vi s tng trng kinh t. D liu cho thy
mi quan h o ngc v tr gia qui m SME v cc ngnh
khng chnh thc mt quc gia. Trong Hnh 5, khu vc kinh
t khng chnh thc v SME cng to ra khong 6570 phn
trm GDP cho tt c cc mc thu nhp quc gia. im khc nhau
l vic phn chia s tin ny gia th trng SME v cc doanh
nghip khng chnh thc. Ni cch khc, cc quc gia c thu
nhp cao ni mc ng gp ca SME vo GDP thng cao hn
c cc ngnh khng chnh thc vi qui m nh hn. Nu tnh
iii Lu l mt s t trong s 30 quc gia OE CD c phn loi l c mc
thu nhp trn trung bnh. bit danh sch y cc quc gia, xin mi
truy cp: www.oecd.org/membercountries
Hnh 2: M hnh kinh doanh thng thng nhng nn
kinh t mi ni
Mc phn trm th hin s cng ty
0,9%
Cc tp on &
cc cng ty a
quc gia
Cc doanh
nghip ln
510%
Cc doanh
nghip va
20%
Cc doanh
nghip nh
6575%
Cc doanh
nghip vi m
Mc tiu
chnh ca
ngn hng
THIU
HT H
TR TI
CHNH SME
Ti chnh
vi m
0,1%
Hnh 4: Cc SME ng gp ng k cho vn cng
n vic lm trn ton th gii
Mc ng gp ca SME i vi t l cng n vic lm chnh
thc ca quc gia (cc gi tr trung bnh)
Ngun d liu: Ayyagari, Beck v Demirg-Kunt (2003)
Hnh 3: Th trng SME ca Ai Cp th hin t l phn b
cng ty nng v y, da trn qui m cng ty
Thnh phn ca th trng SME ti Ai Cp vi 168.000 cng ty
Ngun d liu: IFC (2004) Tnh hnh SME ti Ai cp
50200
1549
1014
59
% cng ty % tng doanh thu
S

N
H
N

V
I
N
2%
8%
11%
28%
11%
11%
76%
53%
Thu nhp thp Thu nhp trung bnh Thu nhp cao
0%
20%
40%
60%
80%
100%
trng hot ng khng chnh thc mang li kt qu bt li lin
quan ti hot ng ngm, th vic cc cng ty khng chnh thc
chuyn thnh SME c ng k kinh doanh c th thc y tng
trng kinh t.
Dch v ngn hng SME l ngnh kinh t quan trng v tm quan
trng ca ngnh ny ti mi quc gia. cc nc c thu nhp
thp, vai tr ca cc ngn hng c th v cng quan trng nu
trin vng tip cn ti chnh ngn hng c th to ng lc
mnh cc cng ty khng chnh thc ng k kinh doanh theo
din SME vay vn. Ngoi ra, d liu cho thy rng khi mt
quc gia pht trin, th trng SME s ch tng v qui m.
Nhu Cu Cha c p ng v Dch V
Ngn Hng
Bt chp tm quan trng c tha nhn ca khu vc kinh t
SME, c bng chng cho thy th trng SME vn cha c p
ng y v cc dch v v sn phm ti chnh v cng quan
trng i vi s pht trin ca h. Trong cc cuc kho st ton
cu, k c Cc Cuc Kho St Doanh Nghip ca Ngn Hng T
Gii v Cc Chng Trnh nh Gi Mi Trng u T, th
trng SME bo co rng chi ph tip cn ti chnh l thch thc
ln nht cho s pht trin ca h v nh gi vic tip cn ti
chnh nh l mt thch thc ln khc.
9
Mc d cc thch thc
ny thng mang tnh cht tm thi nhiu hn cc quc gia
ang pht trin (Hnh 6), t l th trng SME bt k mi
trng no c kh nng nh gi cc tr ngi vay vn l mt tr
ngi pht trin chnh l cao hn gn mt phn ba so vi cc
cng ty c qui m ln.
10
cc quc gia c thu nhp thp, iu ny
c ngha l gn mt na cc cng ty c qui m nh cho bit b hn
ch nghim trng bi cc kh khn v tip cn ti chnh.
Cc phn nn ca cc cng ty v cc tr ngi tip cn ti chnh c th
khng phi l cc yu t hon ton ng tin cy th hin tnh hnh
thc t m th trng SME ang gp phi. Tuy nhin, d liu thu
c t cc cuc kho st ny cng cho thy th trng SME thc t
c s dng ngun h tr ti chnh bn ngoi mc thp hn
nhiu so vi cc doanh nghip c qui m ln. V d, mc d vic h
tr ti chnh qua ngn hng lun l ngun h tr bn ngoi quan
trng nht i vi cc cng ty c qui m nh,
11
t l cc cng ty ln
s dng h tr ti chnh ca ngn hng cho mt khon u t mi
thng cao hn 150 phn trm so vi cc cng ty c qui m nh
(Hnh 7).
S khc bit v vic tip cn ti chnh ngn hng ni trn c th
cho thy rng th trng SME khng c nhu cu, ngoi vic thiu
ngun cung. Tuy nhin, cc cuc nghin cu kinh t vi m v hnh
vi ca SME li cho thy kt qu khc. t nht l trong cc doanh
nghip SME c quan st, nhng cuc nghin cu ny r rng
tm thy s thiu ht ti chnh v pha ngun cung. Mt cuc
nghin cu nh vy cho thy rng khi th trng SME c c hi
tip cn dch v tn dng c h tr trong thi gian ngn, h s
dng ngun tn dng ny m rng sn xut, thay v s dng
vay mt khon ln hn. Phn tn dng b sung m th trng
SME nhn c c lin quan trc tip ti cc hot ng kinh
Hnh 5: T l ng gp cho GDP ca khu vc kinh t SME
tip tc tng v hnh thc hot ng khng chnh thc
tip tc gim, vi mc ng gp
GDP thu nhp quc gia ca SME v khu vc kinh t hot
ng khng chnh thc
Ngun d liu: Ayyagari, Beck v Demirg-Kunt (2003); Phn d bao
gm cc ngun nh khu vc kinh t quc doanh v cc doanh nghip ln
Phn d
Khng
chnh thc
Khu vc
kinh t SME
0%
20%
40%
60%
80%
100%
0
20
40
60
80
100
Thu nhp thp
16%
47%
37%
Thu nhp trung bnh
39%
30%
31%
Thu nhp cao
51%
13%
36%
Hnh 6: Tip cn ti chnh l th thch ln hn i vi cc cng
ty c qui m nh cc quc gia c mc thu nhp thp hn
Mc phn trm trung bnh cc cng ty tm cch tip cn ngun vn
vay/chi ph vay vn nh l tr ngi chnh i vi cc hot ng hin ti
Ngun d liu: Cc Cuc Kho St Doanh Nghip ca Ngn Hng Th
Gii, phn tch Dalberg; cc quc gia c nh gi nh nhau trong
cc nhm thu nhp tnh mc trung bnh theo nhm
Cc quc gia c thu nhp cao
Cc quc gia c thu nhp trung bnh cao
Cc quc gia c thu nhp trung bnh thp
Cc quc gia c thu nhp thp
<20 nhn vin
2099 nhn vin
100+ nhn vin
0 10 20 30 40 50
46
31
27
14
43
28
23
11
30
22
18
7
13
doanh m rng v tng doanh thu cng nh li nhun. Cc bin
php m cc cng ty ny thc hin l minh chng r rng cho s
phn nn ca th trng SME. H cho rng kh nng tip cn
ti chnh l tr ngi ln nht i vi s tng trng v pht trin
ca h.
12
S phn nn ny cng c minh chng qua nh hng ca tr
ngi ti chnh i vi s pht trin ca doanh nghip. Cc doanh
nghip nh khng nhng kh tip cn ti chnh hn v nhiu
nh hng bt li i vi h hn l cc cng ty c qui m ln hn.
Mt cuc nghin cu c tnh rng tc ng bt li ca cc tr
ngi tip cn ti chnh i vi s tng trng ca cc doanh
nghip nh l cao hn hai phn ba so vi cc cng ty c qui m
ln (Hnh 8).
SME c bit cn cc dch v ngn hng v h thiu lung tin
mt lun chuyn thc hin cc khon u t ln, h khng th
tip cn ti chnh nh cc doanh nghip qui m ln, v h thng
thiu nhn s gii thc hin cc chc nng ti chnh.
13
y,
khon n di hn ca ngn hng c th gip th trng SME u
t m rng m khng mt quyn s hu. Ngoi ra, cc khon vay
ngn hn v cc khon vay vn hot ng gip th trng SME
pht trin u. Cui cng, cc sn phm giao dch v k thc
ngn hng c th gip h hot ng hiu qu hn v to iu kin
cho h thu thm dch v bn ngoi thc hin cc chc nng
ti chnh.
Cc chng trnh vay di hn, v d nh cc khon vay c thi
hn vi thi gian o hn lu hn v t hn ch hn v s dng,
to iu kin cho SME c ngun vn u t pht trin chin
lc kinh doanh v d qua nghin cu v pht trin hoc mua
ti sn v trang thit b. Cc SME cng kh vay c tin theo
hnh thc ny v h s ti chnh khng y hoc khng c ti
Hnh 7: Cc cng ty c qui m ln thng d c kh nng
tip cn ti chnh ngn hng u t mi hn nhiu
Mc phn trm cng ty s dng cc hnh thc tip cn ti chnh
cho mt khon u t mi
Ngun d liu: D liu Cuc Kho St Mi Trng u T ca Ngn Hng
Th Gii da trn 71 quc gia phn ln l ang pht trin, c cp
trong Beck (2007)
30%
25%
20%
15%
10%
5%
0%
Ngn hng
Thu mua C phn
Ti tr thng mi
+150%
+167%
H NH THC TI P CN TI CH NH
SE
ME
LE
Hnh 8: Cc tr ngi v tip cn ti chnh nh hng bt
li ti doanh nghip nh nhiu hn l doanh nghip c
qui m ln
Tc ng ca cc tr ngi tip cn ti chnh i vi mc tng
doanh thu trong 3 nm, tnh theo qui m cng ty
Ngun d liu: Beck (2007); c tnh tc ng ca mc tng 1 (trn 4) da
trn mc tr ngi tip cn ti chnh i vi mc tng doanh thu trong
3 nm
Cc doanh nghip c qui m nh
Cc doanh nghip c qui m ln
Thiu s tip cn ti
chnh thu mua
Thiu s tip cn ti
chnh xut khu
Cn s lin kt c bit
vi cc ngn hng
Li sut cao
Giy t/th tc hnh
chnh ngn hng
Cc tr ngi v ti
chnh ni chung
-12 -10 -8 -6 -4 -2 0
sn th chp thch hp. Mc d mt s ngn hng cung cp cc
khon vay khng cn th chp cho th trng SME, da trn
lung tin mt lun chuyn thay v ti sn th chp, cc khon vay
ny thng c thi gian o hn ngn hn. Ni chung, cc yu
cu v th chp l qui chun. V mt phn l do ny, vay di
hn l mt trong nhng nhu cu thng c cp nhiu nht
ca th trng SME, v xt v nhiu kha cnh, cc khon vay di
hn l ni vn phn gia cn thiu xy ra gay gt nht,
c bit l cc quc gia ang pht trin.
14
Hnh 9 cho thy vn
m th trng SME gp phi khi tm ngun ti chnh di hn.
Cc sn phm ngn hng cng to iu kin gip SME dnh c
nhiu hp ng hn v c nhiu hp ng ln hn. Mt doanh
nghip va hoc nh c th c n t hng tim nng nhng
cn tin mt trc thc hin n hng. Cc ngn hng c th
cp vn hot ng ngn hn cho th trng SME ny mua
nguyn vt liu, tr lng nhn vin v p ng cc yu cu ca
khch hng. Vic h tr thc hin n hng c th m rng vt
ra ngoi bin gii, vi hnh thc h tr vay vn kinh doanh. V
d, vi th tn dng, cc doanh nghip SME xut khu c th a
ra cc thi hn thanh ton tt hn cho khch hng v ngn hng
thanh ton tin cho doanh nghip da trn chng t bn v
cho khch hng ca doanh nghip vay tn dng.
Cui cng, SME c cc nhu cu hot ng quan trng m cc ngn
hng c th p ng bng cc sn phm khng lin quan ti vic
cho vay, trong bao gm dch v k thc v tit kim, giao dch v
dch v t vn. Mt s sn phm ny c th to iu kin cho th
trng SME thu ngn hng thc hin cc giao dch ti chnh.
Cc chng trnh k thc v tit kim
Cc chng trnh k thc v tit kim cung cp cho cc doanh
nghip nhiu cng c qun l ti chnh cn bn gip sp
xp c cu qun l doanh thu v cc khon tit kim. Ngoi ra,
cc qu tng h cng nh cc khon u t khc gip cc
doanh nghip c c hi thu li t vn hot ng d tha.
Cc dch v giao dch
Cc dch v giao dch to iu kin gip SME tip cn v s
dng ngun tin mt c sn. Dch v thu tin v tr lng t
ng, th ghi n v hi oi l cc dch v giao dch ngn hng
gip gim chi ph hot ng kinh doanh v to iu kin thun
li cho cc qui trnh c th tr nn phc tp.
Dch v t vn
SME c th tn dng dch v h tr lp bo co ti chnh ng
tin cy, hoch nh kinh doanh v la chn cc chng trnh
vay ph hp. Cc dch v t vn ny c th gip SME tip cn
ti chnh hiu qu hn bng cch tng cng kh nng xin
h tr ti chnh.
C Hi S Dng Dch V Ngn Hng SME
T trng SME trc y tng c cc ngn hng nh gi
l th trng ri ro, tn km v kh phc v. Tuy nhin, ngy
cng c nhiu bng chng cho thy rng cc ngn hng ang tm
gii php hiu qu khc phc nhng tr ngi , v d nh xc
nh mc ri ro tn dng v chi ph iu hnh, v hin ang phc
v th trng SME mt cch hiu qu. i vi cc ngn hng ny,
nhu cu dch v ti chnh cha c p ng ca SME cho thy
c hi m rng th phn v tng li nhun.
15
Nhiu ngn hng bo co rng h nhn thy nhiu c hi ln
trong th trng SME. D liu kho st t nhiu cuc nghin cu
cho thy rng thay v b qua hoc trnh th trng ny, cc ngn
hng bt u ch trng ti SME nh l mt phn khc th
trng c th mang li li nhun. V d, trong mt cuc kho st
gn y, vi s tham gia ca 91 ngn hng ti 45 quc gia pht
trin v ang pht trin H Tr Ti Chnh Ngn Hng cho th
trng SME trn ton T Gii
16
cho thy rng a s cc ngn
hng ny coi SME l mt th trng ln vi trin vng kh quan
(Hnh 10).
Vic cc ngn hng ngy cng ch trng ti th trng SME trong
thi gian gn y c kim chng bi cuc khng hong kinh
t ton cu hin ti (2009).
iv
Tuy nhin, ngay c Chu M La-tinh,
mt khu vc th hin thi khng chc chn v tng lai ca th
trng SME, mt cuc kho st ngn hng nm 2008 cho thy
rng khong ba phn t s ngn hng qui m va v ln, v mt
na s ngn hng qui m nh, vn coi SME l mt phn chin lc
trong hot ng ngn hng. Ngoi ra, khong 90 phn trm s
ngn hng qui m va v ln bo co rng h hin ang p dng
mt chnh sch h tr ti chnh cho th trng SME.
17
Mc d c
mc gim i cht so vi cuc kho st nm 2006, cc con s ny
cho thy rng vic ch trng ti th trng SME tr thnh
mt nguyn tc, thay v l ngoi l, i vi a s cc ngn hng.
Kh nng sinh li ca dch v SME c tng cng bng cch
thit lp cc m hnh kinh doanh mi nhm khuyn khch s
tham gia ca cc doanh nghip nh. Dch v ngn hng SME
vn c coi l i hi cc phng php cho vay da trn quan h
kh xc nh. Tuy nhin, nhiu hot ng ngn hng SME ngy
nay tn dng cc phng thc s lng, s dng cc d liu
thng k trong vic nh gi ri ro tn dng, v cung cp cc sn
phm khng lin quan ti cho vay theo mc v hiu qu v
mt chi ph.
19
Cc ngn hng cng c th thit lp cc phng
thc kt hp vi cc hot ng ngn hng hin ti, v d nh kt
hp dch v SME vi dch v ngn hng c nhn ca ch s hu
qua cc chng trnh dch v ngn hng bn l hoc t nhn.
(Cc phng thc c li c tho lun trong Chng 3).
Cc m hnh nh gi da trn mc ri ro cng l cc cng c
quan trng gip ngn hng thu li t vic phc v th trng
SME. Tay v n trnh ri ro, cc ngn hng tm cch a cc
ri ro phc v th trng SME vo mc gi cc sn phm ti
chnh ca mnh. Mt s ngn hng c th s dng cc cng c
tnh ton ri ro thit lp nhiu phng thc nh gi trong
phn khc th trng SME.
20
Cc SME cho thy sn sng tr
cc mc gi da trn ri ro ny v h coi trng cc dch v c
cung cp v v cc nh cung cp dch v khc thng tn km
hn. Do , cc ngn hng c th phc v thnh cng th
trng mi v cha khai thc ny.
iv Vo thi im xut bn ti liu ny (2009), cuc khng hong ti chnh
ton cu tnh t nm 2007 vn cha c khc phc. 2.2 tho lun v
dch v ngn hng SME trong tnh hnh khng hong ny.
15
Hnh 9: c bit l cc quc gia ang pht trin, nhiu
SME c t la chn v vn u t
Tc ng ca cc kh khn v h tr ti chnh i vi mc
tng doanh thu trong 3 nm, tnh theo qui m cng ty
Ngun d liu: Dalberg (2008) Mng Li H Tr Cc Doanh Nhn Pht
Trin ca Aspen: Phn Tch Bi Cnh
Qui m
u t
2 TRIU
LA
25 NGHN
LA
N ngn hng
thng mi
C phn t nhn
Ti chnh vi m
Phn gia cn thiu
n v ti sn th chp
Gia nh v bn b Nhng ngi cho vay
Cc SME l nn tng ca cc nn kinh t ni chng ti hot ng v nn tng ca
chin lc dch v ngn hng ca chng ti. Dch v ngn hng SME c th ri ro
hn dch v ngn hng dnh cho cc cng ty ln, tuy nhin, chng ti xc nh
mc gi ph hp vi ri ro v dch v ngn hng SME mang li nhiu li nhun
hn Th trng SME c rt nhiu tim nng.
Trng ban dch v ngn hng bn l ti mt ngn hng Chu Phi
Hnh 10: a s cc ngn hng u bo co rng th
trng SME l mt th trng ln v rt c trin vng
Quan im ca qu v v qui m v cc trin vng
ca th trng SME ni chung l g?
Ngun d liu: Beck v nhng ngi khc (2008) Vng quanh th gii
Cc quc gia pht trin Cc quc gia ang pht trin
Th
trng
ln
Th
trng
nh
Trin vng m m Trin vng tt
83% 82%
18%
0% 0% 0%
14%
3%
Sau khi thit lp trng tm chin lc i vi ngnh ny v p dng
cc m hnh dch v ngn hng mi, cc ngn hng ghi nhn t l
tng thu nhp v li sut u t i vi cc ti sn trong ngnh dch
v ngn hng SME vt qu mc thu c t cc hot ng ngn
hng ni chung. Cc d liu thu thp trong cuc kho st Cc Phng
Tc Dch V Ngn Hng SME ti OECD v Cc T Trng Mi Ni
trong cuc kho st Tiu chun So snh ca IFC (2007) minh ha cc
ngun to doanh thu t dch v ngn hng SME v kh nng sinh li
nh vy. Cuc kho st cp ti 11 ngn hng c phng thc hot
ng hiu qu ti OECD v cc th trng mi ni, v c c d
liu t rt nhiu ngn hng trong s ny v thu nhp v ROA trong
cc hot ng trong cc phn khc th trng SE v ME. Hnh 11 cho
thy cc hot ng dch v ngn hng SME ca cc ngn hng ny
pht trin nhanh chng v c th mang li li nhun.
M t v cc xu hng ny, mt ngn hng gii thch: Cc SME
chim 10 phn trm s khch hng u t ca chng ti, tuy nhin,
h li to ra 50 phn trm thu nhp t dch v ngn hng. D liu
cn lng ha kh nng sinh li ca dch v ngn hng SME
tng i kh nm bt v nhiu ngn hng trong th trng mi ni
khng th xc nh chnh xc cc chi ph trn cc phn khc th
trng v sn phm. Tuy nhin, cc ngn hng khc cng cho
thy rng cc hot ng SME c th gip to ra li nhun v thu
nhp. Tm 12 ngn hng khc tham gia Cuc Kho St
v
Trn Web
v Tiu chun So snh cho Dch V Ngn Hng SME ca IFC nm
2008 bo co mc trung bnh 28 phn trm cao hn mc thu nhp
do hot ng v 35 phn trm cao hn li nhun thu c t hot
ng di dng phn trm ti sn cho dch v h tr ti chnh SME
so vi ton b dch v h tr ti chnh ca ngn hng (Hnh 12).
v Cuc kho st Cuc Kho St Trn Web v Tiu chun So snh cho Dch V
Ngn Hng SME ca IFC l cng c dnh cho tt c cc ngn hng trong cc th
trng mi ni quan tm ti vic xc nh mc t nh gi so vi cc phng
thc dch v ngn hng SME ca cc ngn hng hot ng cng ngnh.
Hnh 11: Cc ngn hng l mc chun thng bo co mc
tng thu nhp nhanh hn trong cc hot ng SME
T l tng thu nhp i vi cc ngn hng l mc chun
Ngun d liu: Cc Phng Thc Dch V Ngn Hng SME ti OECD v Cc
Th Trng Mi Ni trong cuc kho st Tiu chun So snh ca IFC (2007)
240%
50%
40%
30%
20%
10%
0%
Mc tng thu nhp-Ngn hng Mc tng thu nhp-SME
Ngn hng
M1
Phn khc th
trng ME Phn khc th trng SE
Ngn hng
S1
Ngn hng
S2
Ngn hng
S3
233%
Ngn hng
S4
6%
5%
4%
3%
2%
1%
0%
ROA-Ngn hng ROA-SME
Ngn hng
M1
Ngn hng
M2
Ngn hng
S1
Ngn hng
S2
Ngn hng
S3
Ngn hng
S4
Phn khc th trng ME Phn khc th trng SE
v mc ROA cho dch v ngn hng SME cao hn so vi
ton b cc hot ng ngn hng
ROA cho cc ngn hng l mc chun
Th trng SME i tin mt tr
thnh im nng mi nht trong
ngnh dch v ngn hng.
21
Hnh 12: Cc ngn hng tham gia cuc kho st trn Web cng
bo co cc mc li nhun cao hn t phn khc th trng SME
Cc mc thu nhp hot ng trung bnh v li nhun
i vi cc sn phm tn dng
Ngun d liu: Bo co t Cuc Kho St Trn Web v Tiu chun So snh
cho Dch V Ngn Hng SME ca IFC (2009)
70%
60%
50%
40%
30%
20%
10%
0%
11
% Ti
Sn
Tng s ngn hng Phn khc th trng SME
8,6
2,6
11,0
3,5
10
9
8
7
6
5
4
3
2
1
0
+28%
+35%
Thu nhp t hot ng Li nhun t hot ng
Ngnh dch v ngn hng SME l mt ngnh non tr v ang pht trin. Mc d khng hiu
r v nh hng ca cuc khng hong ti chnh hin ti i vi ngnh ny, xu hng chung
ca cc ngn hng trong cc th trng mi ni i vi khu vc SME dng nh vn cha
thay i ( 2.2). Tri ngc vi quan im c, khng ch c cc ngn hng c qui m nh
mi phc v thnh cng th trng SME, nhiu ngn hng ln cng chuyn hng
xung di phc v th trng SME v hin ang ng vai tr ch cht trong cc th
trng ca h. Ngoi ra, cc t chc khc phc v th trng ny l mt s t chc MFI
dch chuyn ln trn, mc d xu hng ny vn cn kh him do nhim v phn y
thp ca h.
Khong cch ng k v kh nng tip cn ti chnh ca SME gia cc quc gia c thu nhp
cao v thp gp phn to nn cc yu t trong mi trng hot ng, v d nh qui ch
v cc iu kin kinh t v m. Tuy nhin, cc yu t ny thng khng ngn cn s pht
trin ca ngnh. a s cc chnh ph u c cc chnh sch h tr hot ng ti chnh SME,
mc d khng c mt khun mu v hnh thc h tr hiu qu.
Mc d cc ngn hng c phc v doanh nghip nh mt mc nht nh to thu nhp v li
nhun, dch v ngn hng SME ch mi ni ln trong thi gian gn y nh l mt ngnh ring bit.
Hoa K, ni SME chim gn 98 phn trm tt c cc doanh nghip hng s, C Quan Qun L Tiu
Doanh Nghip bt u nhn thy xu hng h tr ti chnh cho th trng SME t nm 1994. K t
, s khon vay dnh cho doanh nghip nh (c SBA nh ngha l cc khon vay <1 triu la)
tng hn bn ln, ti hn 27 triu khon vay vi tr gi hn 700 t la (hoc nm phn trm
GDP) trong nm 2008.
22

Vic m rng mnh hot ng h tr ti chnh cho cc doanh nghip nh cc quc gia pht trin
trong vi thp k gn y c th l mt l do ti sao ch c 30 phn trm cc quc gia OECD
(pht trin) bo co c s thiu ht h tr ti chnh i vi th trng SME. Con s ny so vi
70 phn trm cc quc gia khng thuc OECD (ang pht trin) da trn mt cuc kho st OECD
ca cc chuyn gia nghin cu chnh sch chnh ph (Hnh 14).
23
Mc d cc ngn hng trn ton th
gii lc quan v th trng SME, nhng kt qu ny cho thy rng c hi, xt v mt nhu cu cha
c p ng, c th ln hn cc quc gia ang pht trin.
S thiu ht h tr ti chnh cn li cc quc gia ang pht trin c th phn nh rng ngnh dch
v ngn hng SME non yu hn cc quc gia c thu nhp thp v trung bnh, ni m cc ngn hng
thng trnh ri ro. n , mt trong nhng th trng dch v ngn hng SME ln nht v nng
ng nht trong s cc quc gia ang pht trin, tng s lng khch hng vay SME trn ton
vi
quc
vn ch c 88 t la,
24
t hn i Loan (95 t la).
25
Giai on mi hnh thnh ca th trng
SME c th l l do ti sao 74 phn trm ngn hng li nh gi trin vng sinh li trong phn
khc th trng SME l l do hng u khin h tham gia giao dch vi cc SME.
26
vi Xin lu d liu danh mc vay khng phn nh y qui m ca th trng dch v ngn hng SME, v doanh thu
t cc sn phm khng lin quan ti hot ng cho vay thng cao hn doanh thu t cc khon vay. Tuy nhin, v
bn thn nhiu ngn hng khng th xc nh c tng doanh thu SME ca h nn kh c c d liu y v
qui m th trng.
Khc Phc Phn Gia Cn Thiu:
Dch V Ngn Hng SME Hin Nay
Hnh 13: Doanh s vay t cc doanh nghip nh ti Hoa
K tng 18% t nm 2005 ti nm 2008, vi tng cng
hn 700 t la
Cc khon vay dnh cho doanh nghip nh ti Hoa K
Ngun d liu: C Quan Quy L Tiu Doanh Nghip Hoa K, d liu
bo co gia nm
800 30
27
24
21
18
15
750
700
650
800
550
500
450
400
2005 2006 2007 2008
Doanh thu t cc khon vay ($) <1TRIU LA
S khon vay <1TRIU LA
T
R
I
U

K
H
O
N

V
A
Y
T

L
A

Hnh 14: Cc quc gia Khng Phi L OECD (ang pht trin)
c khong cch thiu ht h tr ti chnh SME ln hn
Mc phn trm cc quc gia nhn nh c khong cch
thiu ht h tr ti chnh
Ngun d liu: Ngun d liu: OECD (2006)
0%
20%
40%
60%
80%
100%
C khong cch
thiu ht khng?
v h tr
ti chnh?
v u t bng
c phn t nhn?
0
20
40
60
80
100
Cc quc gia OECD Cc quc gia khng thuc OECD
Bng 2.1: Cc ngun d liu quan trng t cc quc gia v quan im v phng thc hot ng ca ngn hng
Cc cuc nghin cu sau y cung cp cc d liu c v chiu su v chiu rng (v mc quc gia) gip am hiu ngnh dch v
ngn hng SME v l cm nang hng dn cho cc cuc tho lun v cc xu hng v phng thc hot ng ca ngn hng.
KHO ST D LIU MU / NGUN CC CH C CP / CC KT LUN C NU BT
Cuc Kho St Vng quanh
th gii
Beck, Thorsten, Asli Demirg-
Kunt, v Maria S. Martnez Pera
(2008) H Tr Ti Chnh Ngn Hng
cho cc SME trn ton th gii:
Cc ng c, Tr ngi, Cc m hnh
hot ng, v Cc phng thc
cho vay
91 ngn hng tham gia kho st ti
45 quc gia (38 quc gia ang pht
trin v 7 quc gia pht trin)
Tnh trung bnh, cc ngn hng chim
32 phn trm tng s khon vay trong
h thng dch v ngn hng cc quc
gia c kho st
Ch trng ti th phn ni chung c
ngha l cc ngn hng c qui m ln
chim t l cao hn trong mu kho st
Cc ti bao gm cc ng lc, cc tr ngi, cc m
hnh kinh doanh (bao gm cc nh ngha v SME,
cc c cu nh gi ri ro tn dng, thit lp t chc)
cc phng thc cho vay, quan im v th trng
S hp dn ca th trng SME l mt hin tng
ton cu
Cc khc bit v qui lut vay gia nc ngoi/trong
nc, hoc cc ngn hng nh nc/t nhn l
tng i nh so vi nhng khc bit gia cc quc
gia pht trin v cc quc gia ang pht trin
Cuc Kho St v S Tham Gia
ca Ngn Hng
de la Torre, Augusto, Maria
S. Martnez Pera, v Sergio
L. Schmukler (2009a) S Tham Gia
ca Ngn Hng vo Th Trng
SME: Cho Vay Vt Ngoi Phm
Vi Quan H
48 ngn hng c kho st ti
12 quc gia
Cc d liu c bin son t cuc
phng vn chi tit ca Ngn Hng Th
Gii vi cc qun l kinh doanh ngn
hng v cuc nghin cu Tiu chun So
snh ca IFC v cc ngn hng hng u
Hng nghn SME, t cuc kho st SME
trong th trng Chu M La-tinh
Cc ch bao gm cc ng lc v tr ngi, quan
im i vi cc SME, cc sn phm c cung cp
v s dng bi SME
Dch v cho vay SME khng ch l lnh vc hot ng
ca cc ngn hng cho vay da trn quan h; cc
ngn hng nc ngoi v cc ngn hng c qui m
ln khng ch ch trng ti th trng SME m cn
c cc li th khi lm nh vy.
Cuc Nghin Cu Tiu chun So
snh IFC (2007) Tiu chun So
snh cho Cc Phng Thc Dch
V Ngn Hng SME trong Cc Th
Trng OECD v Cc Th Trng
Mi Ni
11 ngn hng c phng thc hot
ng hiu qu c kho st
Cc ngn hng phc v SME ti 8 quc
gia: c, Brazil, n , H Lan, Ba Lan,
Thi Lan, Vng Quc Anh v M
D liu thng phn chia gia cc m
hnh kinh doanh SE v ME, tng cng 17
Ch l cc phng thc hot ng ca ngn hng
hng u, c sp xp song song vi nm lnh vc
chin lc ca phng php Kim Tra CHECK
Cha ti 40 phn trm doanh thu c to ra qua
cc sn phm tn dng
Phn khc th trng SME l quan trng
Cuc Nghin Cu Trn Web
Tiu chun So snh ca IFC
(20082009) Cuc Nghin Cu
Trn Web v Tiu chun So snh
cho Dch V Ngn Hng SME
12 ngn hng (t la chn) t cc quc
gia ang pht trin hon tt mt cuc
kho st trn Web t so snh vi cc
ngn hng khc
Cuc kho st ang din ra v c nhiu
ngn hng tham gia kho st hn
Cc ch cng ging nh cuc nghin cu kho
st Tiu chun So snh, tuy nhin, tt c cc ngn
hng ny u ti t cc th trng mi ni
Dch v ngn hng SME c coi l mang li nhiu
li nhun hn xt v mt trung bnh so vi cc hot
ng ngn hng tng qut
19
C Cu Ngnh
Mt quan im c in v th trng dch v ngn hng SME l
th trng c phc v bi cc ngn hng a phng c qui m
nh, chuyn v cc phn khc th trng vi m. Cc ngn hng
ny p dng phng thc cho vay da trn quan h, ph thuc
vo thng tin mm, thu thp c qua mi lin h c nhn. Tuy
nhin, v kh nng sinh li cng nh mc cnh tranh trong cc
th trng dch v ngn hng khc,
27
nhiu ngn hng c qui m
ln hn k c cc ngn hng trong nc thuc s hu t nhn
v nh nc, v cc ngn hng nc ngoi bt u dch
chuyn xung di theo hng phn khc th trng SME.
Mc d hin tng ny cng gp cc quc gia pht trin,
iu c bit ni bt l nhiu ngn hng tham gia tch cc nht
trong cc quc gia c mc thu nhp thp v trung bnh hin nay
li l cc ngn hng c qui m ln, thng c tr s chnh cc
quc gia c mc thu nhp cao. Nhiu ngn hng a quc gia c
tr s ti Lun n c cc hot ng dch v ngn hng SME
ln Chu , Chu Phi v Trung ng. Brazil v n ,
mt s ngn hng trong nc ln nht cng tham gia tch cc
nht vo th trng SME.
Hnh 15 nu bt quan im cc ngn hng c qui m ln ng vai
tr chnh trong ngnh, theo bo co ca ngnh ngn hng ti bn
quc gia. Mc d cc ngn hng c qui m ln thng khng
ph hp vi phng thc dch v cho vay da trn quan h, h li
c mt s li th trong vic phc v ngnh SME. H thng p
dng cc m hnh kinh doanh hin i, thit lp cc phng
thc nh gi im tn dng da trn d liu thng k ca tng
khch hng v c cc mi lin h cht ch vi cc cng ty a quc
gia c qui m ln tip cn cc nh cung cp SME, ng thi
cung cp nhiu sn phm dch v khng lin quan ti cc hnh
thc cho vay tin tin v c s dng cng ngh.
28

Tuy nhin, cc ngn hng qui m ln khng ch l thnh vin mi
gia nhp th trng SME. Cc t chc MFI hot ng thnh cng
bt u hng ln trn phc v th trng SME. Hai
trong s cc t chc MFI ln nht ti Bangladesh bt u phc
v th trng SME bng cch cung cp cc khon vay tng i
ln cho phn y th trng SME. H c rt nhiu im tng
ng vi cc ngn hng c qui m ln cp cc khon vay tng
i nh cho phn nh ca th trng SME lc ban u. bt
u phc v th trng SME, cc MFI thng bt u t cc
doanh nghip vi m t yu cu, l nhng khch hng bt u
vi t cch l cc c nhn vay vi m, pht trin v qui m v
cht lng iu kin tr thnh doanh nghip nh.
i vi mt s t chc MFI, con ng i ln ti th trng SME
c to iu kin qua vic ni lng cc qui nh hn ch v qui
m vay v thi gian o hn vay. Cc t chc khc chuyn
thnh cc ngn hng c iu tit phc v th trng. V d,
mt mng li quc t cc MFI hot ng kinh doanh ti Malawi
vo nm 2002, v trong vi nm gn y cng hng ln trn
phc v th trng SME.
29
Tuy nhin, a s cc MFI vn cha
tr thnh cc nh ch ti chnh chnh thc. S lng MFI khai
thc dch v ngn hng SME cn tng i nh. H b hn ch do
Hnh 15: Cc ngn hng qui m ln c coi l nhng nhn
t chnh trong ngnh
Phn hi ca ngn hng cho vn Ai ng vai tr
chnh trong hot ng h tr ti chnh SME?
Ngun d liu: de la Torre v nhng ngi khc (2009a) S tham gia ca
ngn hng trong th trng SME
Argentina
Chile
Colombia
Serbia
0 20 40 60 80 100
Serbia
Colombia
Chile
Argentina
Small banks
Other fnancial intermediaries
Niche banks
Public banks
Large banks
Cc ngn hng
qui m ln
100%
88%
75%
100%
Cc ngn hng
nh nc
92%
50%
0%
0%
Cc ngn
hng vi m
54%
38%
0%
0%
Cc nh ch
ti chnh trung
gian khc
0%
13%
Cc ngn hng
qui m nh
0%
0%
13%
23%
62%
38%
thiu vn ti chnh v nhn lc, v do cc nhim v trong t chc
vn cn ch trng ti cc i tng khch hng ngho hn.
30
Ngoi cc ngn hng thng mi hng xung th trng di
v cc MFI hng ln th trng trn, ngnh dch v ngn
hng SME cng c cc ngn hng c thnh lp ring cho th
trng SME. V d, nhiu ngn hng trong s ny c thnh
lp ti Nga v ng u/Trung ngay sau khi ch ngha cng
sn sp . Mt s ngn hng, v d nh Hamkorbank ti
Uzbekistan (xem thng tin Chng 4), pht trin da trn
cc hot ng SME thnh cng m rng sang phn khc th
trng bn l.
Vai Tr ca Mi Trng Hot ng
Mc d ngnh dch v ngn hng SME c v nh tng trng
nhanh trong cc th trng mi ni, vic tip cn ti chnh
thng d dng i vi mt doanh nghip nh cc quc gia
pht trin hn l doanh nghip vi bt k qui m no quc gia
ang pht trin. Cc ngn hng quc gia ang pht trin tham
gia cuc kho st Dch V H Tr Ti Chnh Ngn Hng cho SME
trn ton T Gii cho thy c nhiu yu cu th chp hn, qui
m cho vay u t gim v mc li sut cao hn ngn hng cc
quc gia pht trin. Nhng im khc nhau ny lm gim nhng
khc bit gia vic cho vay trong cc phn khc th trng
Bng 2.2: Dch v ngn hng SME trong giai on khng hong kinh t ton cu
Dch v ngn hng SME khng min dch vi cc nh hng ca cuc khng hong ti chnh ton cu hin ti. Mc d tc ng
c th chm li v ngi ta vn cha bit r nhng nh hng ton din ca cuc khng hong, cc du hiu ban u cho thy
xu hng chung l s tng trng v gi tr trong phn khc th trng SME vn ang tip tc.
Cuc khng hong hin ti (2009) bt u t nm 2007 cc quc gia c thu nhp cao v dn ti tnh trng ct gim tn dng trn
ton th gii. Khng ging nh h thng ngn hng cc quc gia OECD, nhiu ngn hng ti cc th trng mi ni thng trnh
cc khon vay khng c li v cc ti sn c hi khc, v do khng thy c nh hng trc tip ca cuc khng hong.
Tuy nhin, cc ngn hng ny vn b nh hng bi kh nng thanh ton suy gim v tc ng khng hong i vi nn kinh t.
Mt s ngn hng trong cc th trng mi ni ghi nhn mc cu gim st v mt s ngn hng phi ct gim nhiu hnh
thc cho vay v tnh trng v n ngy cng tng.
Vo thng Ba 2009, Hi Ngh Bn Trn Turin ca OECD v Tc ng Khng Hong Ton Cu i vi Cc Phn Hi v Chnh Sch
v H tr Ti chnh cho Doanh Nghip v SME (Round Table on the Impact of the Global Crisis on SME and Entrepreneurship
Financing and Policy Responses) coi ngun vn hot ng l nhu cu khng th thiu ca cc SME trong giai on khng hong.
iu ny c minh ha bng cc bo co rng nhiu t chc SME sn xut ti Trung Quc khng th tn ti c, thm ch
ch trong vi thng khi lng n t hng t phng Ty gim. p ng nhu cu ny, nhiu chnh ph c gng h tr hot
ng ti chnh SME, ch yu l qua cc chng trnh bo m tn dng. Mc d Hi Ngh Bn Trn ni trn cnh bo rng cc
chnh sch ca chnh ph khng nn nh hng ti s cnh tranh lnh mnh, nhng cng ghi nhn tm quan trng ca vic cung
cp cc chng trnh bo m tn dng cho th trng SME. Trng ban ph trch hot ng doanh nghip nh ton cu ca mt
ngn hng quc t hng u cng ng h ng thi ny: Cuc khng hong ny hon ton khc vi cc cuc khng hong trc
y, xt v mt th trng SME th trng SME tng l i tng b nh hng u tin cn gi y, cc chnh ph c s
h tr bo m ti chnh.
Mc d cuc khng hong ti chnh vn ang tip tc v bc tranh hon chnh v tc ng khng hong i vi dch v ngn hng
SME vn cha r rng, xu hng nghing v dch v SME ca nhiu ngn hng trong cc th trng mi ni dng nh khng
c thay i ng k. iu ny bt chp mt thc t rng mt s ngn hng ang gim qui m mc tiu tng cc khon vay SME,
do thiu nhu cu t pha SME. Mt v lnh o ni v cc hot ng ti Chu , Chu Phi v Trung ng nh sau: Cc chng
trnh vay ca chng ti chu c khng hong hin ti. Li nhun s b nh hng nhng ti khng ngh rng t l v n tng
cao nh vy [trong cc cuc khng hong trc y]. Cc ngn hng c phng vn ti Ghana v n , thm ch c trong giai
on khng hong, ni rng h coi th trng SME l tng lai kinh t ca quc gia mnh v th hin mong mun iu chnh v
th thch hp. Chu M La-tinh, mc d 50 phn trm ngn hng trong mt cuc kho st nm 2008 tin rng tnh hnh SME ti
quc gia ca h vn s nh c hoc t hn trong hai nm ti, ch c 23 phn trm c nh gim mc tip xc vi th trng
SME do khng hong. Quan im ca mt nhn vt lnh o ti mt ngn hng hot ng trn ton chu Phi khng phi l him
gp: Th trng SME ca chng ti thng bn sn phm v dch v cho cc quc gia pht trin. Nhng by gi, ngi ta khng
mua cc sn phm ca h na. iu ny chc chn c nh hng ti chng ti. Nhng nh hng ny hin khng e da ti li
nhun ca chng ti.
Ngun d liu: Cc cuc phng vn ngn hng v chuyn gia; Cc ti liu trnh by tm tt v bo co t Hi Ngh Bn Trn Turin, OECD (2009); Cuc kho
st Chu M La-tinh: IIC/MIF, IDB v FELEBAN vi DAlessio (2008)
21
doanh nghip nh, va hoc ln, v chng cp ti nh hng
ca mi trng hot ng t trc ti nay i vi ngnh dch v
ngn hng ni chung v dch v SME ni ring (Hnh 16 v
Hnh 17). Tuy nhin, s i mi ca ngn hng, i khi song song
vi cc bin php ci tin mi trng hot ng, to iu kin
gip ngnh dch v ngn hng SME pht trin bt chp nhng
th thch vn c ni trn.
Ba kh khn thng gp v mi trng hot ng cho dch v
ngn hng SME l (1) cc tr ngi v lut php, (2) cc m hnh
php l yu km, v (3) cc yu t kinh t v m. Cc tr ngi ny
c th nh hng ti dch v ngn hng SME v pha ngun cung
do hn ch cc hot ng dch v ngn hng hiu qu, hoc v
pha cu do ngn cm th trng SME.
Cc tr ngi v lut php, xt v mt cung, c th trc tip lm
gim li nhun ca dch v ngn hng SME do kh thay i gi
th trng hoc truy thu cc khon vay khng tr n. Tng
thng, cc bin php qun l ca chnh ph l nhm mc ch
h tr SME trn thc t c th li to ra hiu ng ngc. V d,
cc mc li sut trn, mt chnh sch nhm cung cp cc khon
vay hp ti tin hn cho th trng SME, thc ra c th gy tr
ngi ti mc gi kinh doanh v mc gi cnh tranh ng thi
lm gim ngun cung tn dng. Xt v mt cu, cc tr ngi v
lut c th nh hng ti mong mun hoc kh nng vay ti
chnh ca th trng SME. Nhng SME khng th lch qua cc
ro cn v lut phc tp chnh thc ha hot ng kinh doanh
c th s chn tip tc hot ng theo hnh thc khng chnh
thc, v do c th khng s dng c dch v ngn hng.
Tng t, qui nh bt buc v bo co ti chnh kim ton c
th khin th trng SME khng th xin vay ti chnh c.
Ngay c khi cc qui ch php l khng phi l vn , cc m hnh
php l yu km cng c th gy tr ngi cho cc ngn hng
trong vic phc v th trng SME. Tc hin hp ng khng
hiu qu l v d hng u. Mt danh sch cho vay ch yu l mt
lot cc hp ng c nhiu thi hn khc nhau. Nu cc nhc
im v h thng php l gy kh khn cho vic thc hin cc hp
Hnh 16: Khong cch thiu ht h tr ti chnh gia cc quc
gia thng cao hn l gia cc cng ty c qui m khc nhau
Phn cc khon vay i hi phi c th chp
Ngun d liu: Beck v nhng ngi khc (2008) cuc kho st Vng
quanh th gii, cc thng s ngn hng tnh trung bnh theo phn khc
khch hng v mc pht trin quc gia
Cc quc gia
ang pht trin
Cc quc gia
pht trin
0%
20%
40%
60%
80%
100%
SE
ME
LE
Cc quc gia
pht trin
Cc quc gia
ang pht trin
0%
20%
40%
60%
80%
SE
ME
LE
Phn vay h tr u t
Hnh 17: Ngn hng ti cc quc gia ang pht trin p
dng mc li sut cao hn cho d c t l v n thp hn
Cc mc li sut v cc khon vay khng tr theo phn khc th
trng v mc pht trin quc gia
quanh th gii, cc thng s ngn hng tnh trung bnh theo phn khc
khch hng v mc pht trin quc gia
18%
16%
14%
12%
10%
8%
6%
4%
2%
0%
Cc mc li sut dnh cho khch hng tt nht
L ph vay dnh cho cc khch hng t nht
% S khon vay khng tr
Cc quc gia
pht trin
Cc quc gia
ang pht trin
SE ME LE SE ME LE
Hnh 19: Cc quc gia c cc c quan thng tin tn dng
lin quan ti cc tr ngi h tr ti chnh SME t hn
Mc phn trm doanh nghip nh bo co
cc tr ngi ln v h tr ti chnh
Ngun d liu: Love v Mylenko (2003)
0%
10%
20%
30%
40%
50%
60%
C c quan thng
tin tn dng
Khng c c quan
thng tin tn dng
0%
10%
20%
30%
40%
50%
C c quan thng
tin tn dng
Khng c c quan
thng tin tn dng
Xc sut vay ngn hng cho mt doanh nghip nh
Hnh 18: Ngn hng ti cc quc gia ang pht trin nh
gi cc yu t kinh t v m l tr ngi hng u i vi
dch v ngn hng SME
Phn trm s ngn hng coi yu t no l tr ngi hng u
quanh th gii
0% 10% 20% 30% 40% 50%
Thiu lng
cu thch hp
Tnh cht ca phng
thc cho vay SME
Cc yu t lin quan c
th ti ngn hng
Mi trng php l &
mi trng hp ng
Cnh tranh trong phn
khc th trng SME
Qui ch
Cc yu t
kinh t v m
0 10 20 30 40 50
Developed countries
Developing countries
Lack of adequate demand
Nature of lending technology to SMEs
Bank specific factors
Legal and contractual environment
Competition in the SME segment
Regulations
Macroeconomic factors
Cc quc gia ang pht trin Cc quc gia pht trin
23
ng ny, tr ngi lm tng chi ph giao dch cho vay. Chi ph
giao dch tng s khin cc khon vay nh hn m th trng
SME cn t hp dn hn i vi cc ngn hng. Cc m hnh php
l cng nh hng ti pha cu: Cc SME khng c cc quyn
hn thc t i vi ti sn ca chnh h c th khng c ti sn
th chp tha ng iu kin vay ngn hng.
Cc yu t kinh t v m l yu t tr ngi th ba ca mi trng
hot ng. Cc yu t ny bao gm tnh trng khng n nh ni
chung, mc li sut cao (v d nh chi ph vn vay cao) v ri ro
v t gi hi oi.
31
Cc tc ng ca yu t cui cng ny c
th hin cuc khng hong ti chnh hin ti. Cc ngn hng
vay tin t cc t chc cho vay quc t bng ngoi t (v d nh
ng -la M) nhn thy tnh trng cc khon vay bng ni t
cha tr gim gi tr, trong khi gi tr ca ng -la li tng so
vi cc dng tin t trn th trng mi ni. Tuy nhin, cng cn
lu rng, cc yu t nh th ny c th nh hng ti tt c cc
hot ng ngn hng ch khng ch ring dch v SME. Cc yu
t kinh t v m lin quan c th ti SME thc s c tn ti v
mt nhu cu, ti mc th trng SME d b nh hng hn do
tnh hnh khng hong kinh t.
Trn thc t, ba dng tr ngi ny dng nh gp phn gy ra s
thiu ht h tr ti chnh lin quan ti phn gia cn thiu, t
nht l mt s quc gia. Bng chng v m hnh php l ca cc
quc gia cho thy rng khong cch thiu ht h tr ti chnh gia
th trng SME v cc cng ty c qui m ln dng nh cao hn
nhng quc gia c chnh sch bo v bn cho vay t nht v c h
thng php l km hiu qu.
32
Tng t, cc nh nghin cu nhn
thy tnh trng thiu cnh tranh trong mi trng php l bt li
thng km theo cc tr ngi gy bt li cho cc doanh nghip nh
c ngun ti sn hn ch. V d, cho ti gn y s tin ti thiu
bt buc doanh nghip SME c th vay tin ti Bangladesh l
tng ng vi 100 ln GDP tnh theo u ngi.
33
Cui cng,
cc yu t kinh t v m l tr ngi hng u i vi dch v h
tr ti chnh SME, thng hay c cc ngn hng trong cuc
kho st Ngn Hng H Tr Ti Chnh SME trn ton T Gii
cp ti nht, nh minh ha trong Hnh 18.
Khng ging nh cc yu t kinh t v m, cc tr ngi v php l
v qui ch ch c 25 phn trm ngn hng coi l cc tr ngi
hng u. y c th l kt qu ng ngc nhin v cc tr ngi
ny c th gy ra nhiu kh khn thc s cho ngn hng. Tuy
nhin, cc ngn hng v chuyn gia ngn hng cho rng cc tr
ngi v php l v qui ch ni chung khng cn tr h trong vic
phc v th trng ny.
34
Trong cng mt cuc kho st, 54 phn
trm ngn hng cc quc gia c thu nhp thp v trung bnh
ng h cc qui ch khn ngoan ca quc gia mnh so vi mc
khng ng h ch l 22 phn trm; v hn hai phn ba ngh rng
cc yu cu v chng t i vi dch v h tr ti chnh SME l
thch hp v c li.
35
Tt nhin l cc qui ch khn ngoan ng
vai tr quan trng trong vic bo v nn kinh t, trnh b nh
hng do vic chp nhn ri ro qu nhiu.
Tuy nhin, cc kt qu kho st ny khng tc ng bt li ti
thc t l mt s quc gia cn gp rt nhiu kh khn v php l
v qui ch. Cc mi trng hot ng (v cc tr ngi tip cn ti
chnh) thng c s khc bit ng k: khng c cc yu cu v s
C gng pht trin trong mi trng kh khn
Eastern Bank Limited ch trng ti phn gia
cn thiu ca Bangladesh
Trong nm 2005, ngnh dch v ngn hng ti Bangladesh gp
tnh trng mt n nh chnh tr, mc lm pht cao, tham nhng,
li sut tng v t trc n nay c tnh trng nh nc chim
lnh cng nh mc tip cn ngnh ti chnh thp. Khng chn
bc trc nhng tr ngi tim nng ny i vi mi trng
hot ng, Eastern Bank Limited (EBL) coi tnh trng cc ngn
hng khng h tr ti chnh SME l c hi pht trin v sp ti s
thnh lp mt ban dch v ngn hng SME chnh thc.
Vi s h tr thng xuyn t IFC, EBL lp phn ban SME t
gia nm 2006, m 12 trung tm SME bt chp tnh hnh khng
hong chnh tr ngy cng su sc ang nhn chm quc gia
ny. EBL cng hp tc vi mt t chc qun l u t quc t
thnh lp qu u t ti sn c nhn lin doanh u tin ca
quc gia, ch yu ch trng ti th trng SME. Vo nm 2007,
bt chp tnh trng chnh tr bt n, mt lc quan v hot ng
thng mi, thin tai v lm pht, EBL vn tn ti. Ngn hng
tung ra cc sn phm qun l ti sn v cc sn phm vay mi
dnh ring cho SME, cc trung tm dch v SME mi v chun b
trin khai H Thng X L Cc Khon Vay in T (ELBS), nhm
gim bt thi gian gii quyt n xin vay SME. Cc khon vay
SME ca EBL tng 54 phn trm, mc k thc tng hn gp
i v t l vay khng tr n gim mt na.
Trong nm 2008, EBL tng s khch hng vay SME thm
51 phn trm v tng doanh thu SME thm 37 phn trm. Ngn
hng cng tng s lng sn phm cung cp ln by sn phm
dnh ring cho SME, trong bao gm chng trnh vay SME
u tin quc gia dnh cho n doanh nhn. EBL tip tc m rng
ranh gii dch v ngn hng SME ti Bangladesh v tr thnh
tm gng v nhng thnh tch m cc ngn hng quyt on
v sng to c th t c, bt chp hon cnh bt li nu
quyt tm phc v th trng SME.
S lng khch hng vay SME ca EBL tnh theo tng phn
trm tng nhanh
2008
9,3%
2007
7,8%
2006
6%
0
10
20
2008 2007 2006
d ti khon ti thiu m mt ti khon chi phiu thng
mi Nam Phi hay Swaziland, nhng mc yu cu ti Cameroon
l $700, c ngha l cao hn mc GDP tnh theo u ngi ca
quc gia .
36
Cc ngn hng phc v SME phn ln cc quc
gia ang pht trin c th b nh hng do cc tr ngi v qui
ch hoc cc h thng php l yu km, tuy nhin, cc c quan
chnh tr v php l ti cc quc gia ngho nht c th khng t
c ngng ti thiu thc t.
37
Cc yu t ny cng c th hn
ch qui m dch v ngn hng SME mt s quc gia c mc thu
nhp trung bnh. i a s cc ngn hng Colombia v Serbia
u bo co rng cc qui ch v mi trng php l cng nh
mi trng hp ng u l cc tr ngi ln (hoc ln hn) cho
kh nng tip cn th trng SME ca h.
38
Tr ngi th t trong mi trng hot ng khng c xc nh
da trn s hin din ca mt tr ngi c th no , m qua vic
khng c mt cht xc tc quan trng i vi dch v ngn hng
SME - l c s h tng thng tin tn dng. Trong cc trng
hp thiu ti liu bo co ti chnh ng tin cy, thng tin v
nhng ngi vay SME tim nng do cc c quan thng tin tn
dng v cc c quan ng k th chp cung cp c th c s
dng lm cng c gip cc ngn hng quyt nh c chp
thun h tr ti chnh cho i tng hay khng. Cc SME
nhn thy kh nng c h tr ti chnh nhng quc gia
thiu thng tin ny thng kh khn hn. Hnh 19 minh ha
s lin kt ny da trn d liu t mt mu nghin cu bao gm
5,000 SME ti 51 quc gia.
Chnh Ph ng H Dch V H Tr Ti Chnh SME
Nhn thy tm quan trng ca khu vc kinh t SME, cc chnh
ph p dng nhiu bin php khc nhau h tr th trng
SME tip cn ti chnh. Cc bin php ny l (1) gim bt cc tr
ngi v php l/qui ch hin ti, (2) p dng cc bin php thit
lp th trng h tr ti chnh SME, v (3) can thip vo th
trng trc tip thc y hoc khuyn khch hot ng h tr
ti chnh cho SME. nh hng ca cc chnh sch ny i vi
mi trng hot ng cho dch v ngn hng SME thng khc
nhau ty theo tng quc gia.
39
Mc d mt s bin php c v
nh c li hn l cc bin php khc, khng c mt m hnh
duy nht chnh ph h tr hiu qu cho ngnh dch v ngn
hng SME.
Cc bin php ci t h tr vic tip cn ti chnh ca SME c
th bao gm nhn bit v gim cc tr ngi v php l v qui ch,
v d nh cc tr ngi ni trn. mt quc gia, iu ny c th
bao gm to iu kin thun li thc hin cc yu cu v k
ton hoc cc qui trnh chnh thc ha hot ng cho cc SME.
cc quc gia khc, c th l gim cc yu cu v vn cho
khch hng SME, c th l qua vic p dng ngoi l i vi cc
qui ch quc t da trn cc m hnh vay ln.
40
Cc chnh ph cng c th p dng nhiu bin php h tr
vic tip cn ti chnh ca SME bng cch cung cp cc sn phm
v dch v cng cng, ch trng ti cc th trng khng c
phc v y v cc th trng hot ng khng hiu qu. Bin
php ny c th hu ch, c bit l cc quc gia ni kh c th
c c thng tin r rng. Xt v mt cu, cc chnh ph c th
cung cp cc chng trnh hng dn SME v cch lp bn bo co
ti chnh. V mt cung, cc chnh ph c th c gng to dng
hoc h tr c s h tng thng tin tn dng ca quc gia , trong
bao gm cc c quan thng tin tn dng v cc c quan ng k
ti sn th chp. Vic xy dng dng c s h tng ny c cc
chuyn gia coi l c th ng vai tr quan trng i vi bt k
chnh ph no. Quan im ny c cng c thm qua bng
chng v nh hng tch cc ca cc c quan ng k tn dng
i vi vic tip cn vn vay.
41
Bin php can thip trc tip ca chnh ph vo ngnh dch v
ngn hng mang li hiu qu r rt hn, tuy nhin a s cc chnh
ph dng nh u c can thip mc no .
42
Cc bin php
can thip c th bao gm cho vay trc tip qua cc t chc thuc s
hu ca chnh ph v cc chng trnh tn dng do chnh ph
qun l, trong chnh ph cp vn ring cho cc ngn hng
h tr ti chnh cho th trng SME. Cc bin php can thip ny
c th l do cc th trng km pht trin, trong c cc ngn
hng trc y cha tng quan tm ti SME. Khi cc ngn hng
ch trng ti SME nh l mt ngnh c th hot ng sinh li, cc
bin php can thip ca chnh ph nh vy c th gy bin dng th
trng v to ra cc hu qu khng ch .
43
Cc bin php bo m
vay, trong chnh ph chu mt phn ri ro tn dng cho cc
khon vay SME, tr thnh mt bin php can thip rt thng
dng, tuy nhin cc cuc kho st v nhng chng trnh ny li
ghi nhn nhng kt qu khng nht qun v mc hiu qu ca
cc chng trnh .
44

Mc d c nhiu quan im chnh sch khc nhau v hiu qu
tng i ca bin php can thip ca chnh ph, bn thn cc
ngn hng dng nh li ng h nhiu chnh sch nh vy,
c bit l nhng chnh sch to iu kin qun l ri ro tt hn.
V d, gn 70 phn trm ngn hng ti cc quc gia ang pht
trin trong cuc kho st Vng quanh th gii ni rng s tn ti
ca mt c quan thng tin tn dng ti quc gia ca h gip
to iu kin thun li cho hot ng h tr ti chnh SME.
45

Trc ht, iu ny cho thy rng chnh ph ang p dng cc
bin php nhm gim bt mt s tr ngi i vi dch v ngn
hng SME, v th hai l cc ngn hng ng h cc bin php ny.
Tuy nhin, mi quc gia c hon cnh khc nhau, v mc d cc
chnh ph c th p dng cc bin php can thip c li v c
ng h, nhng quc gia u phi c nh gi da theo hon
cnh ring.

C nhiu tr ngi i vi dch v ngn hng SME. bit cch khc phc tr ngi ny,
chng ta nn phn tch cc tr ngi ny trong bi cnh ring ca chng. Chui gi tr
dch v ngn hng, hay chui cc hot ng, cung cp mt m hnh cho vic phn tch
ring ny. Nh minh ha trong Hnh 20, chui gi tr to iu kin tho lun v cc tr
ngi trong vic phc v th trng SME theo hot ng ngn hng. i vi mi giai on
trong chui gi tr, cc tr ngi cng nh cc phng thc hot ng ngn hng hiu
qu v v d v cc bc t kt qu xut sc m cc ngn hng hng u p dng,
u c m t. Vic kim sot ri ro, c bit l ri ro tn dng, l thnh phn rt quan
trng trong chui gi tr dch v ngn hng SME.
Cc quan st c nu bt t nm giai on trong chui gi tr l (1) Hiu r th trng ny
l quan trng v lm nn tng c th gii quyt cc nhu cu ring bit ca cc SME,
(2) Khng nn coi nh cc sn phm khng lin quan ti cho vay, v chng c th to ra
nhiu doanh thu hn l cc khon vay SME, (3) Mt doanh nghip u t hin ti ca ngn
hng l u mi lm n mi tim nng rt quan trng, (4) Phn khc cch thc phc v,
v d nh, mc qun l ri ro quan h theo gi tr khch hng c th gip cc ngn hng
cn i cc vn v dch v khch hng v chi ph hot ng, v (5) Cc h thng cng
ngh thng tin l cc cng c n thun; qun l thng tin hiu qu c ngha l gip tn
dng ti a cc cng c ny.
nh hng cho cuc tho lun v cch thc cc ngn hng khc phc cc tr ngi cho dch v
ngn hng SME, chng ti p dng mt m hnh chui gi tr dch v ngn hng thng thng, trong
bao gm nm giai on ring bit v mt nhim v an cho. Nm giai on trong chui gi tr
ngn hng ny l (1) am hiu th trng, (2) pht trin cc sn phm v dch v, (3) tm v sng lc
khch hng, (4) phc v khch hng, v (5) qun l thng tin v kin thc. Vic an cho tng giai
on trong s nm giai on ny l nhim v rt quan trng v thng xuyn ca cng vic qun l
ri ro. Trong mi giai on ca chui gi tr, mi hnh ng u c bin php thc hin v lu c
bit lin quan ti th trng SME. Hnh 20 cung cc cc thng tin tng quan ngn gn v cc hot
ng chnh trong mi giai on ca chui gi tr ngn hng da trn bi cnh phc v cc SME, v d
nh chui gi tr dch v ngn hng SME.
Mc 3.1 bt u bng cch nu bt cc vn lu chnh trong vic qun l ri ro trong mi giai
on ca chui gi tr, v ch trng c bit ti vic qun l ri ro tn dng. Mi mc trong s nm
mc sau (3.23.6) cp chi tit ti mt giai on trong chui gi tr dch v ngn hng SME.
Mi mc tho lun v cc tr ngi m cc ngn hng gp phi, m t cch thc ngn hng tip cn
giai on ny v a ra cc v d v nhng ngn hng dn u ang c gng t kt qu xut sc v
dch v ngn hng SME. B sung thm cho phn tho lun ny l Chng 4 vi cc thng tin chi
tit hn v cc bi hc c rt t kinh nghim ca ngn hng trong chui gi tr dch v ngn hng
SME v cch thc cc ngn hng c th p dng chin lc tham gia th trng SME.
Cc Tr Ngi v Phng Thc Hot ng
da trn Gi Tr ca Dch V Ngn Hng
Qun L Ri Ro
Qun l ri ro lun l mt chc nng quan trng ca ngn hng,
tuy nhin chc nng ny tr nn c bit quan trng trong
mt ngnh tng i mi nh ngnh dch v ngn hng SMI v
c t thng tin hn v cch gim nh cc ri ro trong ngnh ny.
Bn thn cc ri ro cng khng phi l ring bit: cng nh tt
c cc dch v dch v ngn hng khc, cc ri ro ny bao gm
tn dng, th trng, ri ro chin lc v hot ng iu hnh.
Tuy nhin, vic qun l cc ri ro ny i vi cc khch hng
c qui m nh hn, vi tn xut cao hn v cc giao dch c gi
tr thp hn, li cng tng thm mc phc tp. C hai hng
mc ri ro chnh sp xp theo th t u tin: ri ro tn dng
v ri ro chi ph phc v khch hng qu nhiu.
Ri ro tn dng l ri ro v doanh thu v ti sn b mt do tr n
chm hoc khng tr n cc khon vay hay cc sn phm tn
dng khc. y l mt vn quan trng trong ngnh dch v
ngn hng SME v khng ging nh cc cng ty c qui m ln
hn, cc SME thng khng th cung cp thng tin ti chnh c
th xc minh c. Do tnh trng thiu thng tin ny, a s cc
khon vay ngn hng i vi SME u c bo m, hoc
ni cch khc l i hi phi c ti sn th chp. V cc SME
thng thiu ti sn th chp c yu cu, iu lm hn ch
qui m ca th trng. Cc ngn hng trong th trng mi ni
bo co rng hn 80 phn trm cc khon vay SME u c
bo m.
46
Do , cc ngn hng c th tm cch khc qun l
ri ro tn dng m khng yu cu tn chp c th c li th cnh
tranh khi phc v th trng SME.
Chi ph dch v qu cao l do cc ngn hng khng chc chn v
m hnh hot ng hiu qu nht phc v khch hng SME.
Mc d cc khch hng cng ty c phn loi theo cc giao dch
c gi tr cao v dung lng thp, cc SME thng i hi
nhiu giao dch hn mc gi tr thp hn. Nh vy, cc SME
cng ging nh cc c nhn khch hng bn l, l nhng ngi
cng giao dch vi mc sn lng cao hn. C ngha l, cc giao
dch SME c th lin quan ti mc giao tip khch hng cao
hn nhiu so vi ngnh dch v ngn hng bn l v cc SME c
nhiu nhu cu hn v cc nhu cu ca h thng cng a dng.
Vic qun l chi ph phc v qu nhiu c ngha l vic kim
sot kh nng chi ph giao dch cao hn xy ra mc doanh thu
thp hn.
Cc ngn hng hng u ang tm cch kim sot c hai ri ro
ny qua tt c cc phng thc qun l ri ro tn dng c p
dng trong mi giai on ca chui gi tr dch v ngn hng
SME. Hnh 21 trnh by mt s thng tin v cc phng thc
ny. Cc phng thc ny v nhiu phng thc gim ri ro
khc cng xut hin trong c nm mc ca chui gi tr sau y.
Vic qun l ri ro chi ph phc v SME qu nhiu lin quan cht
ch ti vic chn la cc phng thc hiu qu trong mi giai
on ca chui gi tr, v vn ny c tho lun trong cc
mc sau. Phn cn li ca mc hin ti s cung cp thm thng
tin chi tit v vic qun l ri ro tn dng.
Qun L Ri Ro Tn Dng
Qun l ri ro tn dng c ch trng c bit trong cc cuc
tho lun v dch v ngn hng SME v mt trong nhng tr ngi
chnh i vi vic phc v th trng SME l ri ro v n thc
t hoc theo quan im. Ri ro tn dng ch lin quan ti cho vay,
v y ch l mt phn ph trong h thng dch v ngn hng
SME, v vy vic qun l ri ro tn dng khng phi l mt phn
c lp trong chui gi tr dch v ngn hng SME. Tuy nhin,
lnh vc ny cn c ch c bit v vic qun l hiu qu ri
ro tn dng c th l b quyt phc v thnh cng cc th
trng SME mi.
Hnh 20: Cc hot ng chnh trong mi giai on trong s nm giai on ca chui gi tr dch v ngn hng SME
nh ngha v th
trng SME
Nghin cu cc
nhu cu v vn
u tin ca SME
Phn khc th
trng ny
Thit k v kt hp cc sn
phm cho vay v khng
lin quan ti cho vay
Bo m kh nng sinh li
ca sn phm cung cp
Pht trin cc phng
php cho vay dnh ring
cho SME
Tip th sn phm v dch
v ti khch hng
Thit lp mt danh sch
u t a dng v ngy
cng pht trin
Phn bit cc khch hng
tim nng c th sinh li
v khng sinh li
p ng cc nhu cu ca
khch hng hin ti
Tm khch hng mi qua
vic bn sn phm cho
Gim st cc khon vay
S dng cc nhm giao dch
trc tip vi khch hng v
cc nhm h tr pha sau
Lp m hnh v qun l
ri ro da trn d liu
danh sch u t
S dng d liu khch
hng hin ti iu
chnh cc phng php
phc v
Phn tch v phn hi
i vi d liu v kh
nng sinh li cp phn
loi th trng, sn phm
v khch hng
Am hiu th
trng SME
Pht trin cc sn
phm v dch v
Tm v sng lc cc
khch hng SME
Phc v cc
khch hng SME
Qun l thng
tin v kin thc
Qun l ri ro
27
Trong giai on u tin ca chui gi tr, am hiu th trng
SME, cc ngn hng c th s dng cc bin php nh gi ban
u lng ha ri ro trong th trng mc tiu, sau h c
th p dng cc thng tin ny thit lp cc m hnh nh gi
trong tng lai. Cc ngn hng cng c th c gng nhn bit
cc yu t gip thnh cng trong th trng SME m h phc
v, nh l thng tin gp phn d bo ri ro. V d, nu cc SME
mc tiu ph thuc nhiu vo hot ng ngoi thng, kh
nng hon tr n vay ca h c th lin quan ti gi tr trao i
ni t. Bi vy, tnh trng dao ng v tin t c th c gim
st di dng u vo d bo ri ro i vi cc SME .
Cui cng, khi thu thp v phn tch thng tin v th trng,
cc ngn hng c th phn dng th trng SME theo hng mc
ri ro, v iu chnh phng thc tip cn th trng khc nhau
mt cch thch hp.
Trong giai on hai ca chui gi tr, pht trin cc sn phm v
dch v, ngn hng c th qun l ri ro bng cch xy dng cc
m hnh li nhun lin quan ti tng sn phm. M hnh ny
gip ngn hng nh gi kh nng sinh li ca mt danh sch
khch hng SME v xc nh c cu gi v sn phm c yu cu
to ra nhng li nhun . Kt hp vi kh nng nh gi tn
dng hiu qu, vic ny s gip cc ngn hng nh gi sn phm
da trn ri ro. M hnh nh gi li nhun cng da trn vai tr
ca cc sn phm khng lin quan ti cho vay. Mt quan im sai
lm thng gp nht cc nh u t l h thng khch hng
SME cn phi c thit lp bng cch tng s lng v gi tr
ca cc sn phm ti sn. T nhng, doanh thu tng ca cc sn
phm khng lin quan ti cho vay c th lm tng li nhun v
gim ri ro di dng mc phn trm doanh thu dch v ngn
hng SME.
Hnh 21: Cc phng php qun l ri ro thng gp
Am hiu th
trng SME
Pht trin cc sn
phm v dch v
Tm v sng lc cc
khch hng SME
Phc v cc
khch hng SME
Qun l thng
tin v kin thc
Qun l ri ro
C
c

p
h
n
g

p
h
p

q
u
n

l
i

r
o

t
n

d
n
g
Lng ha cc ri ro
trong th trng
mc tiu bng cch
tng hp cc d liu
nghin cu hin ti v
cc d liu ngn hng
khc khi c th c
Phn khc th trng
SME theo hng mc
tn dng, v mc tiu
theo quan im ri ro
ca ngn hng
Tng cng kh
nng d bo bng
cch thu thp cc
thng tin v cc yu t
phc v thnh cng
SME cp a phng
Thit lp cc m hnh gi
vay ph hp vi hng mc ri
ro ca khch hng
p dng cc hnh thc th
chp sng to, v d nh ti
khon thu
Sp xp theo mc u
tin vi tr ca cc sn
phm khng lin quan ti
dch v cho vay trong vic
thit lp cc mi quan h vi
khch hng v cung cp d
liu d bo
Cho cc khch hng hin
ti vay trc, da trn thng
tin danh sch khch hng
S dng cc phng php
nh gi v tnh im ni
b nh gi cc khon
vay/khch hng
S dng d liu r rng bn
ngoi v d nh bo co ca c
quan thng tin tn dng
Tch b phn bn hng
khi ph duyt tn dng
c mc thm nh nghim
ngt hn
Dnh ring nhn s xc
nh cc du hiu khng
thanh ton n ca SME ngay
t u v trc tip tip xc vi
cc SME gim thiu tn tht
Cung cp dch v t vn
gip cc SME qun l lung tin
mt
Thit lp cc nhm
chuyn mn gim st
d liu vay tm cc ri ro
v cc du hiu cnh bo
ban u, p dng d liu
vo cc chnh sch tn dng
c ci tin
S dng d liu danh
sch khch hng iu
chnh cc m hnh tnh
im tn dng cho mc ch
thng k
C
c

p
h
n
g

p
h
p

q
u
n

l
i

r
o

c
h
i

p
h

p
h
c

v

p
h
t

s
i
n
h

q
u

n
h
i
u

Thng bo v
phng php nh
gi v phng thc
hot ng qua vic
am hiu mc v tnh
cht ca nhu cu SME
cha c p ng,
trong bao gm c
cc u tin v dch v
Phn khc th trng
xc nh v hn ch
cc nh hng ca cc
ng thi v chi ph lin
quan ti cc c im
ca th trng SME
S dng cc sn phm tinh
vi nhng chun ha gim
thiu chi ph giao dch
Tng gi tr tng th ca
mi khch hng SME bng
cch cung cp v kt hp nhiu
dng dch v v sn phm
khc nhau
Ch trng vic tm khch
hng i vi cc khch hng
gn vidanh sch khch
hng hin ti
Tch ring pht trin kinh
doanh vi ph trch quan
h hot ng hiu qu
S dng cc qui trnh sng
lc t ng gim chi ph
thm nh
Dnh ring cc th tc v
nhn s phc v phn khc
th trng SME to iu kin
hot ng
S dng cc knh trc tip nh
chi nhnh v cc trung tm lin lc
qua in thoi gim chi ph
qun l quan h khch hng
iu chnh mc dch v c
nhn cho ph hp vi qui m
hoc gi tr ca SME
Tng cng kh nng
phn tch li nhun
tch ring doanh thu v chi
ph theo cc n v chnh
(chi nhnh, sn phm v
khch hng)
Rt kinh nghim v p
dng cc bin php tit
kim chi ph sng to m
cc chi nhnh tm ra
Trong giai on pht trin ca sn phm v dch v ny, cc ngn
hng cng c th qun l ri ro tn dng bng cch phng php
sng to i vi ti sn th chp. Hot ng cho vay i vi SME
khng phi lc no cng c ngha l cho vay theo dng tin. Ti sn
th chp thng l cng c cn thit khuyn khch vic tr n
cng nh bo m thu hi vn trong trng hp khng thanh
ton n. Tuy nhin, cc bin php sng to v ti sn th chp, v d
nh chp nhn cc khon phi thu, c th to iu kin cc ngn
hng qun l ri ro tn dng, ng thi trnh cc iu kin tin
quyt thng hn ch cc khch hng tim nng.
Tuy nhin, cho d c hay khng c ti sn th chp, vic thm
nh hiu qu vn l cn thit qun l ri ro tn dng trong
giai on th ba ca chui gi tr ny, l tm v sng lc khch
hng SME. Tm nh hiu qu lin quan ti vic tin hnh phn
tch ri ro k lng i vi nhng ngi vay tim nng, cng nh
hiu cc ng c kinh doanh, ngun to ra dng tin mt, v
kh nng li nhun mc nh, tt c nhng yu t ny u c th
khc phc c vic thm nh khng tr thnh khon chi
ph gy tr ngi. Cc phng thc ph bin trn th trng
thng hiu qu i vi cc doanh nghip nh v c th tit kim
thi gian bng cch kt hp u mi khch hng khng c ch
trng vi bin php kim sot qui trnh quyt nh tn dng c
trung tm ha. Qui trnh ny thng c b sung thm bng
mt cng c tnh im tn dng t ng. Cc cng c tnh im
v nh gi ni b c th c thit lp da trn d liu ngn
hng, v c th lm tng mc chnh xc cng nh hiu qu ca
vic sng lc khch hng. ng thi, v lng thng tin khng
cn i, nn cc hng thm nh tn dng c th cn phi s dng
v xc minh cc ngun thng tin khng chnh thc.
Trong giai on bn ca chui gi tr, phc v khch hng SME,
mt kha cnh quan trng trong vic qun l ri ro tn dng l
gii quyt cc khon vay c vn trc khi thnh n xu. Vic
ch ng gii quyt cc khon vay c vn thng to nn s
khc bit gia danh mc ti sn sinh li v gy l. iu ny bao
gm kh nng phn ng nhanh i vi cc trng hp kht n,
hoc duy tr mt mi quan h thng mi tt p vi khch hng
cng lu cng tt, v gim thiu tn tht khi khng th trnh
c. Bin php bo v cui cng kim sot ri ro tn dng
mc ring tng khon vay (Hnh 22) l vic qun l khon vay
xu. Bin php ny ty thuc vo h thng thng tin ca khch
hng pht hin cc du hiu cnh bo ban u. Mc hiu
qu ca vic qun l n km c nh hng rt ln i vi li
nhun ca ngn hng, v mt khon vay c xa n thng c
th lm tn hi ti gi tr mc nhiu nh l t nhiu khon
vay tt. B quyt i vi dng qun l ri ro tn dng ny l coi cc
trng hp truy thu n khng ch l gnh nng v php l m cn
l mt chc nng quan h khch hng ch ng.
Cc hot ng khch hng trong giai on nm ca chui gi tr,
qun l thng tin v kin thc, da vo qun l ri ro tn dng
trong cc giai on khc. Chc nng quan trng trong giai on
nm l qun l danh sch khch hng, trong bao gm vic s
dng thng tin thu c t danh sch khch hng vay SME
pht hin cc du hiu cnh bo ban u v cc khon vay khng
c kh nng thanh ton v ch ng p dng bin php khc
phc. Cng nh cc phn khc trong qui trnh bo him, vic
qun l danh sch khch hng c th c t ng ha mang
li kt qu tt hn. Chc nng khc lin quan ti ri ro tn dng
l qun l thng tin v kin thc s phn tch d liu trong danh
sch khch hng thit lp v hon thin cc qui trnh c
trng tm ha v cc m hnh nh gi im tn dng. Cc cng
c nh gi v tnh im ni b bo m s nht qun v tnh
khch quan trong vic nh gi ri ro. Cc cng c c thit
k hiu qu thng ch trng ti chi tit, khch quan (khng c
cc tiu ch ch quan nh l cht lng qun l), v c
iu chnh cho ph hp vi cc trng hp khng thanh ton n
c tnh.
Sau khi xem trc tng giai on trong s nm giai on ca
chui gi tr khi tho lun v qun l ri ro tn dng, qu v nn
xem li tng giai on ny mt cch chi tit hn.
Am Hiu Th Trng SME
Vic thit lp danh sch khch hng i hi cc ngn hng phi
ch trng ti nhu cu, v d nh p ng nhu cu v cc mi u
tin ca khch hng. Cc SME thng khc vi c doanh nghip
qui m ln v cc khch hng c nhn v nhu cu v cc mi u
tin, v nhng g cn thit phc v h. V mt doanh nghip
nh trong mt hon cnh c th l mt doanh nghip tng i
ln trong bi cnh khc, tnh r rng ca nh ngha l rt quan
trng hiu ng th trng ny. V d, trong khi tin hnh mt
cuc kho st th trng ln u tin, mt ngn hng mun phc
v cc doanh nghip SME ng u thy rng chnh trong ni
b ngn hng cng c t s ng thun v nhng tiu ch
c coi l SME v do cng t c s ng thun v cch phn
loi nhu cu ca h. Trc khi c gng tm ra cch xc nh nhu
cu SME, cc ngn hng cn xem xt v c c s ng thun
i vi cc nh ngha v th trng ny. Sau khi lm nh vy,
ngn hng c th ch trng n lc ca mnh vo vic lp y
khong trng thng tin v nhu cu ca th trng SME.
Ngay c khi th trng SME c nh ngha r rng v cc nhu
cu c phn loi, phm vi cc doanh nghip to nn th trng
Hnh 22: Qun l cc khon n xu l bin php bo v
quan trng cui cng
Chp Thun Tn Dng
Binphpbovutin
Gim st
Cc duhiucnhbobanu
Qun L NPL
Qu trnh truy thu n
Ti iu chnh c cu vay
Thu n
Bn Cc Khon Vay
29
ny c th gip phn loi su hn na. Do , cc ngn hng i
mt vi kh khn nhn bit cch thc (trong cc kha cnh
nh gi l quan trng) v ni (cc ngng gii hn p dng)
phn nh th trng SME. V d v cc kha cnh nh gi c th
bao gm qui m ca doanh thu hng nm, ngnh hoc giai on
pht trin. Khi , cc ngng gii hn l cc gii hn v hng
mc phn chia cc SME trong phm vi mt kha cnh nh gi, v
d nh s nm hot ng kinh doanh bt buc mt doanh
nghip hi iu kin c phn vo giai on tng trng
chn mui.
Vic phn khc th trng SME l quan trng v khng phi tt c
cc khch hng SME u c nhu cu ging nhau v dch v ngn
hng, v h cng khng c phn hi tch cc i vi cng mt
phng thc dch v ngn hng. V d, ngn hng Standard
Chartered thy rng h c th cung cp cc chng trnh vay ri
ro hn m vn thu li nhun cho cc doanh nghip hot ng
trong mt khong thi gian nht nh. Tuy nhin, khng c cc
thng l nh ra ranh gii gia cc khch hng SME hoc thm
ch nn nh ra nhng ranh gii ny theo cc kha cnh nh gi
no. mt s khu vc a l, giai on pht trin c th t quan
trng hn ngnh cng nghip ca SME xc nh mc ri
ro ca khon vay. Xt v th trng mc tiu v kh nng sp xp
t chc ca h, cc ngn hng phi rt kinh nghim nhng c
im no m c ngha nht i vi phn khc th trng SME.
u th Ngi tin phong: Ngn hng Muscat
Ch Trng ti Th Trng SME ti Oman t khi
cha C Dch V Ngn Hng
Trong nm 2006, Ngn hng Muscat thnh cng trong vic
ginh c 4045 phn trm th trng dch v ngn hng
thng mi Oman, nhng nhn thy rng khng ai ch trng
ti th trng SME. Danh mc cc khon vay SME nh ca h c
kt qu hot ng rt km. V vy, ngn hng ny t t cu
hi Ta mun b th trng ny hay l mun hc cch lm tht
tt v kim c tin? Nhn thy c hi t pht trin vi t cch
l ngn hng u tin phc v th trng SME ti quc gia ny,
Ngn hng Muscat chn la chn th hai.
Hiu r nhu cu cn tm hiu thng tin v ngnh ny, Ngn hng
Muscat tp trung nghin cu th trng, trong bao gm c mt
cuc kho st ca Ngn Hng Th Gii xc nh c s khch hng tim
nng bao gm 1520.000 doanh nghip SME v tnh hnh cnh tranh
trong s cc cng ty cho thu v cc cng ty cung cp thit b my
mc. Ngn hng tm s h tr t vn v u t t IFC, trong bao
gm c vic gip thc hin mt cuc kho st th trng v lp chin
lc. Ngn hng Muscat cng c mt nhm nhn vin ti quan st
hot ng ca cc ngn hng SME hng u ti chu u. Da trn cc
d liu thu thp c, ngn hng sp xp li c cu hot ng ca
mnh, phn loi hot ng cho vay, a hot ng cho vay vo Phn
Cho Vay Trong Chng Trnh (cung cp cc sn phm c c cu cht
ch cho cc doanh nghip SME c qui m nh hn) v SME Ti Chnh
(cung cp dch v c iu chnh chi tit hn cho cc SME c qui
m ln). Cc ngn hng hin ang trong qu trnh nng cao nng lc
MIS v Qun L Quan H Khch Hng (CRM) c th tn dng thng
tin t cc khch hng hin ti nhm tng doanh thu v thit lp cc
m hnh nh gi im tn dng ring.
Trong hai nm, cc khon vay SME, cc khon k thc v khch
hng ca Ngn Hng Muscat tng theo cp s nhn
Chng ta thy rng khng ai cung cp
h tr ti chnh cho cc doanh nghip
SME Oman, v vy chng ti ni Ti
sao ta li khng th l ngi u tin?
Nm Ti Kha 2008 Nm Ti Kha 2007 Nm Ti Kha 2006
356%
220%
285%
178%
189%
140%
100%
Tng s ti sn (cc khon vay)
Tng s tin n (cc khon l thc)
C s khch hng
Hnh 24: Cc ngn hng thng c thnh lp phc v
th trng SME di dng mt phn khc th trng
Cc ngn hng c thnh lp phc v SME
Ngun d liu: Beck v nhng ngi khc (2008) Cuc kho st Vng
quanh th gii
* Mt c cu ring ch c th phc v doanh nghip nh, hoc doanh nghip
va hoc kt hp c doanh nghip nh v va
0
17
34
51
68
85
Developing countries
Developed countries
2 segements serving small and medium seperately 1 separate structure for SMEs* Not setup to serve SMEs separately
2 phn khc th trng
chuyn phc v doanh
nghip va v nh
1 c cu
ring cho
cc SME*
Khng thnh lp
chuyn phc
v th trng SME
10%
60%
81%
30%
9% 9%
Hnh 23: Cc ngng gii hn v doanh thu ca ngn
hng theo nh ngha SME thng khc nhau rt nhiu
Cc nh ngha ca ngn hng v SME
quanh th gii; mi im d liu cho bit s phn trm ngn hng c gii
hn doanh thu ti a nm trong hng mc hin ti v hng mc trc y
trn trc x.
Cc Phng Thc Thc Hin
a s cc quc gia ang pht trin, thng tin v SME c th hn
ch hoc khng ng tin cy. y, bc u tin quan trng
trong vic tm hiu th trng SME l nh ngha v phn loi cc
SME. Cc phng thc ban u thit lp cc nh ngha v
SME s dng mc tip cn ti chnh ca ngn hng, nhng
y c th l mt cch bt li i vi qui m (v cch thc phc
v) mt doanh nghip. Tay vo , a s cc ngn hng p dng
cc bin php ci to hoc doanh thu ca doanh nghip, vi
ngng gii hn c bo co dao ng trong khong cch ng
k. V d, mt s ngn hng nh ngha cc doanh nghip nh l
c doanh thu hng nm cha ti $100.000, trong khi cc ngn
hng s dng cc ngng gii hn ti $20 triu (Hnh 23).
Quan trng hn cc tiu ch chnh xc c s dng l mc
nh ngha SME gip cc ngn hng t chc cch thc phc v
cc SME nh th no. a s cc ngn hng 90 phn trm trong
s 91 ngn hng tham gia cuc kho st Vng quanh th gii
bo co rng h phc v t nht mt th phn SME ring so vi
cc khch hng khc (Hnh 24). Tuy nhin, cn c s t ngn hng
tip tc phn loi khch hng SME ca mnh v phc v cc phn
khc th trng ny theo nhu cu ca h.
Cc ngn hng hng u ghi nhn nhng li th ng k trong
vic p dng nhiu m hnh kinh doanh cho cc phn khc th
trng SME khc nhau. V d, dch v cho th trng gia c
th ging vi phng thc dch v ngn hng dnh cho cng ty,
c iu chnh cho ph hp vi cc yu cu c th ca cc doanh
nghip qui m va. Vic phc v phn khc th trng doanh
nghip nh ngc li thng i hi cc phng php thng
dng trn th trng tng t nh cc phng php trong ngnh
dch v ngn hng bn l.
Tc t l vic phn khc cc th trng khch hng SME him
gp c th cho thy rng a s cc ngn hng u c tng i t
thng tin v tnh cht ca th trng ny. iu ny l ph hp vi
thc t v y l ngnh tng i mi, v nhiu ngn hng mi
ch bt u thit lp cc chin lc phc v th trng SME.
Ngay c cc ngn hng hng u trong cuc kho st ca IFC
(2007), Cc Phng Tc Dch V Ngn Hng SME ti OECD v
Cc T Trng Mi Ni trong cuc kho st Tiu chun So snh,
thng bo co rng m hnh kinh doanh SME hin ti ca h
mi hot ng cha c hai nm.
Do tnh trng ngn hng thiu kin thc nh vy v kh khn
trong vic t c cc thng tin ng tin cy v SME cc ngn
hng phi sng to trong vic tm hiu v ngnh ny. H c th
cn tin hnh cc hot ng nghin cu cn bn qua cc cuc
kho st th trng hoc quan st v tip xc trc tip vi cc
SME ti c s kinh doanh ca h. H cng c th tm hiu d liu
qu gi trong cc danh sch khch hng hin c ca mnh. Cc
ch s hu SME cng c th hin l cc khch hng bn l c
nhn v c qu trnh hot ng vi ngn hng, hoc cc SME c
0%
5%
10%
15%
20%
25%
30%
Doanh nghip va Doanh nghip nh
5
0
4
5
4
0
3
5
3
0
2
5
2
0
1
5
1
0 5
2
,
51
0
,
5
0
,
2
5
0
,
1
0
5
10
15
20
25
30
Medium enterprise Small enterprise
50 45 40 35 30 25 20 15 10 5 2.5 1 0.5 0.25 0.1
NGNG GI I HN V DOANH THU HNG NM ( TRI U LA)
31
th c tm thy trong cc dy chuyn cung ng ca cc cng ty
khch hng c qui m ln hn ca mt ngn hng. Trn thc t,
mt s ngn hng thy rng nn phn khc th trng khch
hng SME theo cc khch hng cng ty m h cung cp.
Cc Bc t Kt Qu Xut Sc
Cc chuyn gia dch v ngn hng SME cp ti tm quan trng
ca vic chuyn i vn ha t cc phng thc dch v ngn
hng truyn thng trc khi phc v th trng SME. Vic thc
hin thnh cng s thay i ny i hi phi c s hiu bit su
sc v th trng SME. Mt s ngn hng bt u th hin kh
nng xut sc trong lnh vc ny. Mc d nhng ngn hng ny
thng l nhng ngn hng c qui m ln, bi hc kinh nghim
ca h c th p dng cho cc ngn hng thuc mi qui m.
Cc ngn hng phc v SME hiu qu nht thng c mt trng
tm chin lc trong ngnh ny cc cp ra quyt nh cao nht
ca ngn hng. Khi ban lnh o cp cao bo v quan im v
tm quan trng chin lc ca th trng SME, cc ngn hng c
th iu chnh cc khon u t am hiu th trng . V d,
Ngn hng ICICI (c cp chi tit hn trong mc sau) thy
rng cc SME l trng tm ca tng lai nn kinh t n v i
vi ngn hng. Ngn hng ny p dng chin lc tch ring
mt ban dch v ngn hng vi nhim v bt buc l phc v th
trng SME v sau u t mnh tm hiu v cc ngnh ni
c nhiu SME n nht. Ngn hng ny sng lc 165 ngnh
xc nh 12 ngnh u tin cp quc gia. Sau , ICICI c
gng pht trin chuyn mn su hn trong vic phc v cc SME
trong nhng ngnh ny.
Khi Wells Fargo (cng c cp trong phn di) quyt nh
tp trung phc v cc doanh nghip nh Hoa K, h bt u
bng cch tm hiu t danh sch khch hng hin ti ca mnh.
Mc d vic ny c th lm chm li tc tng trng ban u
ca danh sch khch hng l doanh nghip nh, nhng nhng
kin thc m h thu c t vic phn tch c s khch hng ca
mnh gip to nn tng cho m hnh kinh doanh da trn d
liu phc v phn nh ca th trng SME Hoa K. M hnh
ny l mt l do ti sao Wells Fargo hin l t chc cho vay hng
u i vi cc doanh nghip nh ti Hoa K.
Cc ngn hng thch u tin th trng SME cng ch trng ti
vic duy tr kin thc hiu bit ca mnh v th trng khi th
trng pht trin. Sau khi xc nh rng cc SME l b quyt lm
tng tng doanh thu ca ngn hng, mt ngn hng hot ng ti
Ty Phi thit lp mt chnh sch tin hnh nh gi th trng
khi kt thc mi nm nhn bit v ch trng ti cc c hi
mi. Trn thc t, nh gi tr trng l mt trong nhng bc
m mt ngn hng c th p dng tm hiu r hn v th
trng. Qui trnh tin hnh hnh thc nh gi nh vy, trong
bao gm c cc yu cu chi tit v cc thng tin s c thu thp,
c trnh by r hn trong mc 4.3.
Vic cc ngn hng hng u quyt tm tm hiu v th trng
c th hin qua thc t l h d c kh nng phn chia phng
thc tip cn SME ca mnh theo nhiu phn khc th trng.
Trong s 11 ngn hng hng u c nh mc chun bi IFC
Phc v phn khc th trng SME do ph n
ng u: Access Bank Plc Nigeria
Mt th trng nh trong ngnh dch v ngn hng SME thng
b b qua l cc SME do cc n doanh nhn ng u. Ph n
trn ton th gii khi u v pht trin doanh nghip cp
ng ch ; cc t chc SME do ph n lnh o chim ti
thiu khong 38 phn trm tt c cc doanh nghip va v nh
c ng k kinh doanh. Mc d h tham gia vo cc t chc
SME trn ton th gii, c bit l trong cc th trng mi ni,
nhng ng gp ca ph n thng b coi nh do c t d liu
th trng v phn khc th trng ny.
Trong 2005, Access Bank Plc, mt ngn hng chu Phi hng u
c tr s chnh ti Nigeria, nhn thy rng tip tc pht trin
h cn phi vt tri hn cc i th cnh tranh. Vi s gip
ca IFC, Access Bank nhn thy c hi trong th trng do ph
n qun l m rng chin lc bn l ti SME, qua gip h
c mt v th ring bit so vi cc ngn hng khc.
IFC cung cp mt khon vay tr gi 15 triu la cho ngn hng
ny vo nm 2006 h tr cp tn dng cho cc n doanh nhn
trong th trng SME. Ngoi ra, IFC cng cung cp cc dch v t
vn bin Access Bank thnh mt ngn hng la chn ca ph
n Nigeria. IFC lm vic vi nhn vin ca ngn hng thit
k v p dng mt chin lc thu ht v phn loi cc n doanh
nhn trong th trng SME, v thit k cc sn phm khc phc
c cc tr ngi m nhng ph n vay vn thng gp phi.
Tnh ti thng Su, 2009, Access Bank m hn 1.300 ti khon
mi v phn b cc khon vay tr gi hn $33 triu cho cc n
doanh nhn vi qui m vay trung bnh l $98.000. Hn 650 ph
n c hun luyn v cc k nng qun l v kinh doanh. Ngn
hng tng thm uy tn trong th trng v dnh c nhiu gii
thng biu dng s sng to ca h trong th trng do ph n
qun l, trong bao gm Gii Thng Ngn Hng Chu Phi Xut
Sc 2007 v Gii Thng Ngn Hng Sng To Nht ca Lin Minh
Ngn Hng Ton Cu 2008. Qua chng trnh ny nhng ai ni trn
t c mt phn khc th trng chnh trong th trng SME
nng ng v pht trin ca Nigeria. S thnh cng ca chng
trnh dn ti vic nng rng m hnh ti cc quc gia khc khi
ngn hnh thnh lp cc chi nhnh ti Chu Phi.
Vic tip cn thnh cng th trng ca
ph n ti Nigeria l b quyt t
c cc mc tiu bn l v doanh
nghip nh ca chng ti.
trong 2007 (Cc Phng Tc Dch V Ngn Hng SME ti OECD
v Cc T Trng Mi Ni trong cuc kho st Tiu chun So
snh) a s cc ngn hng chia SME thnh ba phn khc theo
qui m hoc doanh thu i vi ngn hng. Ch c ba ngn hng
coi th trng SME l mt phn khc (Hnh 25). Mt s ngn
hng thit lp cc phng tin phn khc th trng hu ch
khc, v d nh theo t cch hi vin trong mt ngnh no
c coi l rt c tim nng.
Pht Trin Cc Dch V v Sn Phm
Cc sn phm v dch v ca ngn hng bao gm nhng khng
gii hn ti cho vay, k thc v cc sn phm giao dch. Phm vi
ca cc sn phm v dch v cung cp l quan trng bi v n nh
hng ti th phn SME ca ngn hng bng cch ch trng
ti cc khch hng mi hoc c thm hot ng hp tc t cc
khch hng hin ti. C cu cc dch v v sn phm cng
nh hng ti kh nng sinh li thu c t vic phc v th
trng SME. Cui cng, vic pht trin sn phm hiu qu c
th tc ng ti qui m ca chnh th trng bng cch to
iu kin cho cc ngn hng tip cn cc khch hng m
nu khng s khng quan tm hoc khng th p ng cc nhu
cu v dch v.
C ba th thch chnh trong vic pht trin sn phm v dch v
dnh cho khch hng SME. T thch u tin l thit lp mt
nhm sn phm c kt hp sao cho c th thuyt phc c
khch hng SME, l nhng ngi c th s dng dch v ngn
hng vi nhiu nh ch, v thu ht ton b hot ng dch v
ngn hng ca h vo mt nh ch. Cc sn phm v cc gi sn
phm kt hp lm tng th phn v p ng c nhiu nhu
cu khc nhau ca khch hng s gip cc ngn hng thit lp
mt danh sch khch hng trung thnh v mang li gi tr cao.
T thch th hai l bo m kh nng sinh li trong ton b
cc sn phm cung cp, v hiu rng d liu ring v th trng
SME khng d dng truy cp, c bit l cp sn phm. T
thch ny cng tr nn phc tp hn do thc t l vai tr ca mt
sn phm trong vic dnh c cc phn nhu cu dch v ngn
hng cn li ca mt SME c th khng chc chn. Ngoi ra,
mc d doanh thu t mt sn phm nht nh c th d thy
c, chi ph cung cp sn phm c th kh tch ri.
Phng thc nh gi ny thm ch cn kh hn khi thng tin v
danh sch khch hng SME ch phn nh mt phn sn phm
c cung cp. V d, mt ngn hng phc v cc SME Trung
ng thy kh c th nh gi c kh nng sinh li ca th
trng SME v cc d liu tp trung ch c sn cho cc sn phm
vay, trong khi kh nng sinh li ca cc sn phm khng lin quan
ti cho vay c theo di cp chi nhnh v thng khng c
tch ri cho th trng SME. Mt ngn hng khch gii thch rng
ti 44 phn trm thu nhp to ra t cc khch hng mi l doanh
nghip nh l xut pht t cc n v kinh doanh khc trong ngn
hng chng ti.
47
Cc cuc kho st v cc ngn hng Argentina
v Chile thy rng gn mt na s ngn hng ny khng theo
di phn doanh thu t vic qun l ti khon/cc khon k thc,
tn dng v cc giao dch khc, v cc dch v da trn l ph cho
cc SME.
48

T thch th ba trong vic pht trin mt sn phm v dch v
l c gng t c s cn bng thch hp gia vic tng danh
sch sn phm v dch v cung cp thu ht th trng c qui
m rng hn v nhn bit cc tr ngi v nng lc ca ngn hng.
iu ny c bit ng vi cc sn phm cho vay, ni cc c cu
sn phm mi c kh nng h tr ti chnh cho SME, l cc t
chc khng th cung chp ti sn th chp di dng thng
thng. Cc phng php vay mi, hoc nhng cch thc mi
cung cp cc khon vay khng c bo m, c th lm tng qui
m th trng bng cch khai thc nhu cu cao cha c p
ng ca cc SME khng c ti sn th chp v bng cch thc y
s pht trin ca cc khch hng SME. Tuy nhin, c cu ca cc
sn phm cho vay mi trong bao gm c mc gi, hp ng,
v cc c cu gim st phi phn nh vic nh gi k chi ph
v cc ri ro cung cp cc sn phm .
Cc Phng Php Thc Hin
Vic thit lp mt danh sch sn phm hiu qu c th bt u t
vic hiu qui m sn phm v cc dch v m cc ngn hng c th
cung cp cho th trng SME. Mc d cho vay l sn phm trng
tm trong ngnh dch v ngn hng SME, nhng cch thc m cc
ngn hng c th p dng p ng nhu cu ca SME khng ch
gii hn vic cho vay. Hnh 26 m t mt s sn phm v dch v
ngn hng m th trng SME s dng. Mc d ch dnh ring cho
th trng Chu M La Tinh, d liu ny cung cp cc thng tin
tng qut v cc sn phm lin quan ti nhiu khu vc trn ton
th gii. D liu ny cho thy rng th trng SME c s dng
mt ti khon tin nhiu hn bt k dch v no khc v c th
Hnh 25: Kin thc hiu bit v th trng ca cc ngn
hng hng u c phn nh trong phng php phn
khc th trng
Cc phng php phn khc th trng ca cc ngn
hng tham gia cuc kho st Tiu chun So snh
Ngun d liu: IFC (2007) Cc Phng Thc Dch V Ngn Hng SME ti
OECD v Cc Th Trng Mi Ni trong cuc kho st Tiu chun So snh
0
1
2
3
4
5
6
3 segments, e.g. small, top small, medium 2 segments, small & medium 1 segment
3 phn khc
th trng,
v d nh nh,
nh nht v va
2 phn khc
th trng,
va v nh
1 phn khc
th trng
3
2
6
33
ph thuc vo cc ngn hng thanh ton v cc dch v giao
dch khc, v vic h tr ti chnh c th c thc hin di nhiu
hnh thc ngoi cc khon vay thng thng. Danh sch cc sn
phm ny ph hp vi nhng g cc ngn hng c th cung cp cho
th trng SME trn ton th gii, mc d trn thc t, danh sch
ny bo co khng ng s tht v tim nng cung cp sn phm,
khng ch bi vic a vo cc hng mc sn phm nh vy di
dng dch v t vn (ngy cng ph bin), hay h tr ti sn bng
vn c phn t nhn mi ch pht trin trong thi gian gn y.
Cc sn phm k thc v giao dch cng ng c cp v cc
sn phm ny thng b xem nh, cho d th trng SME th hin
nhu cu. Cc sn phm k thc m cc ngn hng cung cp t
trc ti nay khng c iu chnh cho ph hp vi nhu cu ca
th trng SME, nhng c cung cp di dng h thng ti
khon k thc c thi hn v thng thng. Cc sn phm giao
dch cng b nhng hn ch tng t, v cc ngn hng thng coi
cc sn phm ny l sn phm c mc li nhun thp, v do t
hp dn hn. Tuy nhin, cc pht trin v cng ngh, v d nh
dch v ngn hng trn internet, rt tin v qun l giy t qua
mng in t tng sc hp dn ca cc sn phm dch v ngn
hng dnh cho SME, ng thi gim chi ph cho cc ngn hng v
mt trung hn. Cc sn phm giao dch c bit c coi trng bi
v ni b cc SME t c kh nng qun l vic tr lng v thanh
ton chi ph cho nh cung cp, thu, ti khon thu v cc giao dch
quan trng khc hn l cc khch hng l cng ty ln.
Cc ngn hng thy rng th trng SME d c kh nng tr
thnh cc khch hng trung thnh hn khi h cm thy cc nhu
cu ca mnh c hiu ng v p ng.
50
Do , vic tng
cng mc trung thnh ca khch hng v mc chi tiu trong
nhiu trng hp s ph thuc vo vic tng s lng sn phm
m mi khch hng SME s dng. Cc ngn hng c th theo di
d liu thng k ny nh l bin php nh gi chnh v mc
hot ng hiu qu ni chung ca h. V d, Wells Fargo ch
trng tm sn phm cho mi mt khch hng trong tng phn
khc khch hng ca mnh. Mc d, a s hot ng m rng
phn chi tiu thng lin quan ti vic kt hp bn sn phm
cho vo chin lc thu ht v phc v khch hng (c cp
trong cc mc sau), vic pht trin cc mt hng sn phm cung
cp cng ng vai tr quan trng khng km. ti a ha v
gi khch hng SME mt cch hiu qu, cc ngn hng ang (1)
pht trin nhiu sn phm phong ph c th p ng c cc
nhu cu khc nhau ca SME v (2) tm cch kt hp cc sn
phm v dch v.
Cuc kho st Tiu chun So snh ca IFC (2007) v cc ngn
hng hng u cho thy rng nhiu ngn hng lc u thng
bt u vi mt s sn phm hn ch, c bit l sn phm dnh
cho cc doanh nghip nh, nhng v sau m rng phm vi sn
phm khi h hiu r hn v th trng (Hnh 27). Ngoi ra, cc
ngn hng ny cn c nhiu k hoch tip tc b sung thm cc
sn phm mi nhm p ng nhu cu ca SME. Vo thi im
din ra cuc kho st ni trn, s lng sn phm cung cp trung
bnh ca cc ngn hng ny tng 18 sn phm i vi cc
doanh nghip nh v 37 sn phm i vi cc doanh nghip c
qui m va.
Cc sn phm v cc chng trnh sn
phm/dch v kt hp lm tng phn
chi tiu v p ng nhiu dng nhu
cu ca khch hng, gip cc ngn
hng thit lp mt h thng khch
hng trung thnh v mang li gi tr cao.
Hnh 26: Cc sn phm cho vay ch chim mt phn nh
trong nhng cch thc m cc ngn hng c th p dng
p ng nhu cu ca SME
Cc sn phm v dch v ti chnh m th trng SME
s dng ti Chu M La-tinh
Ngun d liu: Cc cuc kho st FRS c bo co trong de la Torre et
al (2009a) Ngn hng tham gia hot ng trong th trng SME; Bn phn
tch Dalberg
49
0 20 40 60 80 100
None
Factoring
Letter of credit
Foreign trade financing
Check discounting
Leasing
Credit card
Overdrafts
Lines of credit
Loans, various types
None
Collection of receivables
Foreign exchange
Credit card for executives
Automatic debit
Debit card
Other payments
Transfer
Payment to suppliers
Payment of wages
Insurance
Payment of taxes
Internet banking
None
Mutual funds
Other investment prods.
Term deposits
Saving account
Current account
0% 20% 40% 60% 80% 100%
Khng c sn phm no
Bn ti khon thu
Th tn dng
H tr ti chnh cho
hot ng ngoi thng
Gim gi cho ti khon chi phiu
Thu mua
Th tn dng
Bi chi
nh mc tn dng
Cc chng trnh vay,
nhiu dng khc nhau
Khng c sn phm no
Ti khon thu
Hi oi
Th tn dng cho cc cn b qun l
Ghi n t ng
Th ghi n
Cc phng thc thanh ton khc
Chuyn khon
Thanh ton cho nh cung cp
Tr lng
Bo him
ng thu
Dch v ngn hng trn internet
Khng c sn phm no
Qu tng h
Cc sn phm u t khc
Ti khon k thc c thi hn
Ti khon tit kim
C
c

s
n

p
h
m

k

t
h
c
C
c

s
n

p
h
m

g
i
a
o

d
c
h

v
n

p
h
m

k
h
c
C
c

c
h
n
g

t
r
n
h

h

t
r
i

c
h
n
h
Ti khon thng dng
Trong cuc nghin cu kho st ny, cc ngn hng OECD bo
co vic cung cp khong ba sn phm tn dng v ba sn phm
k thc cho mi khch hng SME trong cc th trng mi ni,
con s ny l khong hai sn phm mi loi.
51
Qua vic bn cc
sn phm theo cc gi chng trnh thch hp, mt s ngn hng
thy rng h c th s dng mt sn phm p ng mt nhu cu
u tin hng u bn c sn phm khc, v d nh s dng
mt khon vay bn dch v k thc cho mt SME no . Vic
kt hp cng p ng mong mun thng gp trong th trng
SME v vic gim thiu thi gian cn thit cho hot ng giao
dch ngn hng.
Mc d, vic kt hp sn phm c th gip tng th phn, nh
hng ca n i vi kh nng sinh li ty thuc vo chi ph v
doanh thu gn lin vi mi sn phm. Nhiu ngn hng b hn
ch do thiu d liu. Tuy nhin, cc ngn hng hng u vn ang
c gng theo di v phn tch cc thng tin m h cn nh gi
kh nng sinh li ca tt c cc sn phm cung cp cho th
trng SME. V d, h bo co rng doanh thu t cc sn phm
tn dng ch chim mt phn nh trong tng s doanh thu t
khch hng SME (Hnh 28).
52
V cc sn phm k thc v giao
dch thng c th c cung cp mc chi ph thp hn so vi
cc chng trnh vay, v vy c l nn cung cp mt chng trnh
vay c gi tr thp cho mt SME no nu kt hp khon vay
vi cc sn phm khc c kh nng sinh li cao hn.
Vic phn chia cho theo hnh thc ny l mt cch gip cc ngn
hng tng qui m th trng SME c th phc v v h tr ti
chnh cho th trng SME trc y c th khng iu kin
tip cn ti chnh. Mt cch xm nhp th trng khc l kt hp
cc phng thc cho vay mi vo cc chng trnh vay hin ti,
c bit l cc phng thc gii quyt vn ti sn th chp.
Tng thng, th trng SME thiu cc dng ti sn th chp
cn thit tip cn ti chnh khi cc thng tin tn dng hin c
thng khng . iu ny c bit ng ti cc quc gia ang
pht trin, ni quyn s dng ti sn cn yu v cc yu cu v th
chp c th rt cao v d, cc ngn hng El Salvador thng
n nh t l ti sn th chp so vi mc vay l 140 phn trm
hoc cao hn.
53
Ngay c khi c ti sn th chp, vic s dng ti
sn c th t ra cc gii hn mang tnh hn ch i vi s
tng trng ca SME, v cui cng lm suy gim th trng h
tr ti chnh.
khc phc tr ngi ny, cc ngn hng tm ra nhng cch
cho vay mi da trn cc phng thc vay khng thng thng
v ch trng ti s tng trng. cp n gin nht, iu ny
c ngha l s dng ti sn th chp gn lin trc tip vi vic u
t hoc m rng doanh nghip, nh l cho thu trang thit b
hoc cho vay da trn ti sn, trong cc ti khon thu tr
thnh ti sn th chp. Mt sn phm tinh vi hn l bn ti khon
thu mt dng tn dng thng mi, trong mt t chc ti
chnh mua cc ti khon thu ca mt doanh nghip mc gim
gi, trong bao gm c li sut cng vi chi ph dch v. Phng
thc mua ti khon thu kt hp mt sn phm giao dch v tn
dng, to iu kin gip th trng SME qun l tt hn lung
tin mt v thu dch v bn ngoi thc hin cc chc nng ti
chnh. Phng thc ny c th rt ph hp vi cc th trng mi
ni, ni mi trng php l cn yu km nn khin cc hp ng
cho vay t bo m hn.
54
Bng 3 trnh by chi tit v cc phng
Hnh 27: Cc ngn hng hng u tng mc cung cp
sn phm cho th trng SME
S lng sn phm trung bnh c cung cp cho
th trng SME theo dng sn phm
Ngun d liu: IFC (2007) Tiu chun So snh cc phng thc dch v ngn
hng SME ti OECD v cc th trng mi ni
0
5
10
15
20
25
30
35
40
Credit
Deposit
Other
ME segment SE segment
Tn dng
K thc
Dng khc
4
12
9
16
4
10
Hnh 28: cc ngn hng hng u phc v th trng
SME, tn dng chim mt phn nh doanh thu
Doanh thu phn chia theo dng sn phm
Ngun d liu: IFC 2007 c trch dn bi de la Torre v nhng ngi
khc (2009a) Ngn hng tham gia th trng SME; Tng cc mc phn trm
khng bng 100 phn trm v c mt s ngn hng khng phn hi
0
20
40
60
80
100
Credit
Deposit
Other
Emerging Markets OECD
Cc Th Trng Mi Ni OECD
Tn dng
K thc
Dng khc
24%
32%
29%
38%
42%
32%
35
thc ny v nhng phng thc cho vay khc ca ngn hng m
cc nh nghin cu xc nh khi m t m hnh cho vay SME
khng ch gii hn cc phng thc cho vay da trn quan h.
Ngay c khi mt phng thc cho vay mi c th lm tng qui m
ca th trng c th tip cn ni trn, ngn hng phi nh gi
cc ri ro v chi ph lin quan ti vic p dng phng thc ny.
V d, mua ti khon thu l gii php hiu qu ch trong trng
hp cc khch hng ca SME s thanh ton ha n, v nu bn
thn ngn hng c nng lc cn thit tin hnh hiu qu
cc hot ng truy thu n. Tng t, chi ph gim st ti sn
c s dng trong phng thc cho vay da trn ti sn c th
khin ngn hng khng th thu li khi phc v cc khch hng
c qui m nh hn.
Bi vy, i vi nhiu ngn hng, c cu sn phm hiu qu cn
bao gm c vic tiu chun ha thch hp. Cc ngn hng phi
cn i nhu cu ca SME v cc sn phm ph hp vi chi ph
cung cp cc sn phm . V d, cc ngn hng thng thy
phng thc sau y l hiu qu v mt chi ph cung cp cho
cc doanh nghip c qui m xc nh trc mt nhm sn phm
c nh, bao gm cc sn phm vay thng thng v c c cu
cht ch. Ngoi vic hn ch cc phng thc vay, mt s ngn
hng s tiu chun ha cc iu khon cho vay v d nh thi
gian o hn, s tin ti a v ti sn th chp yu cu cng
nh cc mc li sut, l ph v tin hoa hng. Nu mun gim
thm thi gian cn thit cung cp cc sn phm vay ny, cc
ngn hng c th p dng mt danh sch tiu ch lm cn c
ng cung cp cc khon vay ny cho th trng SME.
Phng thc tiu chun ha to iu kin gip cc ngn hng
cung cp hng lot cc sn phm cho th trng SME, c th c
hon thin di dng c cu ban u v d nh iu chnh cho
ph hp vi cc giai on pht trin khc nhau ca SME nhng
li khng linh hot v do , gim hiu qu. Mc d cc ngn
hng p dng t phng thc tiu chun ha hn khi phc v cc
doanh nghip c qui m va, a s u bo co rng tnh linh
hot vn cn hn ch.
55
Bng 3: Cc phng thc cho vay
Phng thc Ngun thng tin
Cc chnh sch v sng
lc v thm nh C cu hp ng Cc qui ch gim st
Tnh im tn
dng ca doanh
nghip nh
Thng tin chnh thc
(cc im d liu) v
doanh nghip
Da trn mc im ca SME
trong m hnh thng k
Khng cn phi c ti sn th
chp, mc li sut cao hn
Theo di tr n ng hn
Cho vay da trn
bo co ti chnh
Cc bo co ti chnh
c kim ton
Da trn u im (v kh nng
tn dng) ca t l so snh ti
chnh ca SME
Cc hp ng c th khc nhau
nhng ngun tin mt trong
tng lai l ngun tr n chnh
Xem xt cc bo co ti chnh
Cho vay da trn
quan h
Thng tin khng chnh
thc v SME, ch s hu
v cng ng, c thu
thp dn
Ch yu da trn quyt nh
hoc xut ca cn b ph
trch cho vay
Nhiu c cu khc nhau Thng xuyn theo di kt
qu hot ng ca doanh
nghip trong mi kha cnh
quan h dch v ngn hng
Mua ti khon thu Gi tr ca ti sn th
chp: ti khon thu
Da trn cht lng khch
hng ca doanh nghip
Mua cc ti khon thu, do ,
m trch hot ng tn dng
v truy thu n
Bn cho vay s hu cc ti
khon thu
Cho vay da trn
ti sn
Gi tr ti sn th chp:
cc ti khon thu hoc
ti sn kim k
Da trn gi tr ti sn
th chp
Phng thc tr n chnh l ti
sn th chp
Rc ri, v gi tr ti sn phi
thng xuyn c cp nht
Thu mua Gi tr ti sn cho thu Da trn gi tr ca ti sn Bn cho thu mua ti sn v
cho ngi vay thu
Ngi vay thng c th
mua khi kt thc hp
ng thu
Theo di tr n
ng hn
Cho vay da trn ti sn
c nh, gi tr ti sn th
chp, bt ng sn
Da trn mc nh gi th
trng ca ti sn v t l
bo him nh gi kh nng
tr n ca SME
Ti sn th chp (ti sn) c gi
tr hn 100 phn trm khon
vay, trong sut thi gian tr
gp; vic th chp ti sn khin
ngi vay khng th bn ti
sn c
Theo di tr n ng hn
Ngun d liu: Berger v Udell (2006) Mt m hnh khi nim y hn cho hot ng h tr ti chnh SME
M

t
h

c
h
p
/
x
c

s
u
t

x
y

r
a

c
a
o

h
n
Cc ngn hng ang c gng t kt qu xut sc trong vic
pht trin cc sn phm v dch v dnh cho SME thng p
dng nhiu phng thc khc nhau, nhng dng nh u c
cng mt quan im. C th l, h thng hay c chnh kin v
vai tr ca ngn hng trong vic p ng nhu cu ca th trng
SME, v nhn thy rng dch v cho vay ch l phn ni ca tng
bng chm v nhng g cc ngn hng c th cung cp. Mt
trong cc ngn hng hng u ca c phc v th trng SME
thnh cng khi p dng quan im ny vo m hnh tng
gi tr khch hng ca h. Trong , ngn hng ny lng nh
v c th nh gi gi tr y ca mi quan h gia mt
khch hng SME vi tt c cc sn phm v dch v. Tng t,
Ngn Hng ICICI n nhc ti gi tr quan h trn vn
khi tho lun v cc sn phm v dch v m h cung cp cho th
trng SME.
V quan im ny, cc ngn hng hng u c gng tm hiu
nhu cu ca th trng SME, nhu cu ca c khch hng hin
ti v tim nng. V d, ngn hng c th phn tch cc sn
phm hin ti no c a chung nht trong cc phn khc th
trng khch hng khc nhau, do gip ngn hng ch trng
ti cc khch hng khc trong phn khc th trng vi cc
sn phm thch hp. Sau khi hiu r nhu cu ca th trng
SME, cc ngn hng hot ng hiu qu c th pht trin v
nhanh chng tung ra cc sn phm mi. Cc ngn hng bit
cch p ng thng sn sng pht trin cc sn phm mi
ngay c khi cc sn phm nm ngoi phm vi dch v ngn
hng thng cung cp cho SME. Vic Ngn Hng ICICI chuyn
sang hot ng cho vay da trn ti sn c nhn l mt v d
nh vy. Mt v d khc l cho vay da trn n t hng (POF)
mt dch v cho vay mi m mt s ngn hng hin ang
cung cp cho th trng SME. POF cng tng t nh mua ti
khon thu, trong ngun tr n cho ngn hng chnh l khch
hng ca khch hng s dng dch v ngn hng SME. Tuy
nhin, vi POF, cc ngn hng thng h tr ti chnh trc,
trc khi gi hng to iu kin cho SME thc hin n t
hng. V thi hn hp ng ngn v d gim st nn cc ngn
hng min cc qui nh v ti sn th chp. Khi , th trng
SME c th nhn cc n t hng mi vt qu kh nng ti
chnh hin ti ca h. i vi hot ng ngoi thng, POF c
th l mt thay i ci tin so vi th tn dng v phng thc
ny thng i hi phi c s phi hp vi cc ngn hng nc
ngoi v c th tn km v thi gian v chi ph cung cp cho
cc doanh nghip nh.
Khi thit k v la chn mt sn phm cung cp, cc ngn hng
xut sc thng rt mun bo m rng cc sn phm dnh
ring cho SME l hiu qu v mt chi ph v bit vic cung cp
dch v khng cn ng u t sinh li im no. Cc ngn
hng hng u cung cp cc sn phm cho vay dnh cho doanh
nghip nh c tiu chun ha vi cc qui nh hng dn
c th r rng v iu kin tiu chun, v d nh s nm hot
ng kinh doanh ti thiu. Cc qui nh hng dn gip tit
kim thi gian v chi ph gii quyt th tc vay v c cu ny
cng bo m kh nng sinh li ca sn phm nh vic hn
ch tip xc vi ri ro tn dng qu nhiu.
37
Cc ngn hng tin phong trong cc th trng mi ni ang nh
ngha li dch v cho vay ngn hng SME bng cch p dng cc
khon u t da trn c phn c nhn v ch yu l c phn c nhn.
Qua vic khuyn khch p dng kin thc hiu bit v th trng SME,
v vic tip cn vn ca h, cc ngn hng tham gia hot ng trong
th trng SME hy vng c th to c cc vai tr c li cho h trong
lnh vc u t bng c phn t nhn trong th trng mi ni ang
pht trin rt nhanh. Nu thnh cng, h s gp phn cung cp ngun
vn ri ro di hn cn thit cho cc SME pht trin vi tc nhanh, v
iu ny cng s tc ng c li ti nn kinh t.
Cc Xu Hng Tham Gia ca Ngn Hng vo Th Trng
Cho Vay Bng C Phn T Nhn SME
Cho vay bng c phn t nhn trong cc th trng mi ni l mt
ngnh ang pht trin, v a s cc nh u t bng c phn t nhn
78 phn trm trong mt cuc kho st nm 2009
56
d nh tng
mc u t bng c phn t nhn ca mnh trong cc th trng
mi ni trong 5 nm ti. Trong th trng ny, phn khc th trng
SME c v nh c bit hp dn. V d nh Kenya, a s cc ngn qu
PE mi c bo co l ch trng ti SME, vi cc thng v u t c
gi tr t 50,000 ti 2 triu la.
57
Cc ngn hng tham gia vo mi
trng nng ng ny theo nhiu cch, t hnh thc tham gia th
ng, v d nh cc nh u t vo qu c phn t nhn SME, cho ti
tham gia tch cc, v d nh thit lp cc qu u t c phn t nhn
nh qu PE ch trng ti SME ca Ngn Hng ICICI. V kha cnh ny,
mt s ngn hng tr thnh c ng ca cc hng u t cn cc ngn
hng khc li cung cp dch v t vn tm cc nh u t nc ngoi
ph hp vi khch hng SME ca h.
58
Khng ch c cc ngn hng
trong nc trong cc th trng mi ni mi quan tm ti u t trong
phm vi a phng, m cc cng ty a quc gia qui m ln cng u
t vo khu vc SME trong cc th trng ny.
59
Ngun vn tng trng ca SME l mt vn mi xut hin ca hnh
thc vay bng c phn t nhn do ngn hng qun l, c bit l
Chu Phi, ni cc th trng mi pht trin cn cha pht trin y .
Ghana trong nm 2009, mt ngn hng lin Chu Phi hng u cng
b rng h s pht trin thm cc hot ng dch v ngn hng SME
thnh cng ca mnh bng cch thnh lp mt chi nhnh qun l vn
tng trng. Cc ngn hng Nigeria tham gia th trng vn tng
trng pht trin rt nhanh, mt phn l qua mt chng trnh i hi
phi dnh ring mt phn li nhun cho cc khon u t bng c
phn t nhn SME. Mt s ngn hng lm vic qua cc hng qun l
u t hin ti, cn cc ngn hng khc cng hp tc vi nhau
thnh lp cc hng qun l cho vay tng trng mi, hoc m cc chi
nhnh u t bng c phn t nhn. Trong cc trng hp nh vy, cc
ngn hng u v tr tin phong ca mt ngnh mi ni.
60

Cc M Hnh Hp Tc v Gim Ri Ro
Mc d kh nng sinh li i vi ngn hng v cc nh hng ca SME
l rt hp dn, cc ngn hng vn cn phi gim bt mt s ri ro v
u t bng c phn t nhn. C th l, (1) cc khon u t bng c
phn t nhn c th c s dng cho cc khon vay khng
hiu qu, v (2) vic u t bng c phn t nhn i hi phi c cc k
nng u t khc nhau m cc ngn hng v cc cn b tn dng ca
h c th cn thiu.
61
Cc ri ro khc bao gm cc hn ch v lut, v d
nh t l vn, v cc qui ch v tn dng trong ni b ngn hng i
hi phi c thng tin ging nh dng thng tin tn dng v khch
hng. Cc ngn hng c th khc phc cc ri ro ny bng cch tn
dng cc mi quan h hp tc khuyn khch pht huy cc u im ca
ngn hng v cc i tc ca h.
V d, mt ngn hng c th khng c trang b y cho mt s
mt trong qui trnh ni trn hoc cung cp dch v h tr k thut cho
cc SME c u t. Tuy nhin, h c th cung cp cc dch v to
khon vay, tr gip mng li chi nhnh ti a phng v danh mc
khch hng cung cp thng tin ng tin cy, thng kh c c
trong cc th trng mi ni. Ngn hng cng c th cung cp cc
khon vay vn hot ng cho cc bn c u t trong thi hn u
t. Nhiu m hnh lu ti cc u im ny pht trin trn ton th
gii.
62
Trong mt m hnh nh vy Chu Phi, mt ngn hng trong
nc phc v SME hp tc vi mt hng qun l qu u t c phn
t nhn quc t cung cp vn tng trng di hn di dng c
phn t nhn, bn c phn t nhn, v n cho cc SME trong nc.
Hng qun l vn iu hnh qui trnh ni trn v thu dch v ca mt
t chc h tr k thut nhm tng cng kh nng ca cc SME c
u t, ng thi ngn hng cng xc nh cc u mi khch
hng v tin hnh phn tch cng nh gim st danh sch khch hng
(Hnh 29).
Phng Thc Mi: Cc Ngn Hng v Phng Thc Cho Vay bng C Phn C Nhn ca SME trong Cc Th Trng Mi Ni
H tr k
thut
Vn u t
To u
mi khch
hng
SME
SME
SME
SME
Hp thc
Vn hot ng
Bn th ba cung cp
dch v TA
Hng qun l u t
quc t
Ngn hng trong nc
Hnh 29: Mi quan h hp tc v vn ri ro khi u t bng
c phn t nhn SME gia ngn hng v hng qun l u
t quc t
Ngun d liu: Nghin cu v phn tch Dalberg
Ba B Quyt Thnh Cng ca ICICI
Phng thc Vt qu phm vi cho vay 1. ICICI nhn
thy rng dch v ngn hng SME cn vt qu phm vi cho
vay. V 95 phn trm khch hng SME ca ngn hng
khng phi l ngi vay, chin lc hot ng ca ICICI bao
gm p ng y cc nhu cu ca khch hng SME m
vn sinh li qua ti khon chi phiu, cc dch v giao dch
ngn hng, cc dch v qun l tin mt, cc dch v
thng mi, v.v...
Phn khc hiu qu 2. Qua vic phn chia hiu qu khch
hng theo ngnh v cc mi quan h kinh doanh, ICICI c
th ty chnh phng thc phc v v qun l ri ro ca h.
nh gi ton din ri ro tn dng 3. Ngn Hng ICICI s
dng cc u mi gii thiu trong ngnh, h s kinh doanh,
qu trnh giao dch v cc c ch khng thng thng khc
b vo vic cc SME khng c bo co ti chnh.
Bi Cnh ca Ngn Hng ICICI
Vi ti sn tr gi 74 t
vii
, Ngn Hng ICICI l ngn hng t nhn ln
nht n v l ngn hng ln nht th hai ni chung. c
thnh lp vo 1955, ban u hot ng di hnh thc mt nh
ch ti chnh pht trin, Ngn Hng ICICI c tr s chnh Mumbai
v c a im hot ng ti tt c 28 tiu bang ca n cng
nh 18 quc gia nc ngoi. Cc chi nhnh ca ICICI bao gm cc
cng ty bo him v qun l ti sn. Bn thn ngn hng c chia
thnh cc nhm, trong gm Bn L, Bn S, Quc T v Nng
Thn/Vi M. ICICI phc v cc SME qua mt ban SME ring, thuc
Nhm Dch V Ngn Hng Bn L. Ngn hng nh ngha SME l
cc doanh nghip c tng gi tr rng cha ti 10 triu la.
vii Cc t gi hi oi INR (Rs) trn la M ( ) l 51.4 Rs/ cho thng s d
liu nm 2009, v 43.7 cho nm 2005.
S Hot ng ca Ngn Hng
Cc chi nhnh 1.438
My ATM 4.713
Nhn vin 35.000
Cc khch hng s dng dch v k
thc bn l
14.000.000
Cc khch hng s dng dch v k
thc SME
900.000
Cc khch hng s dng dch v vay
dnh cho SME
46.000
Tng ti sn 74 t la
Tng Quan v Dch V Ngn Hng SME
Trong th trng n , ni c 7080 ngn hng ang tip cn th
trng SME, ICICI chim th phn t 49 phn trm ty thuc vo
hng mc phn loi khch hng. Mc d ICICI nu ra nhng tr ngi
thng gp cho vic phc v th trng SME, v d nh nh gi ri
ro tn dng v chi ph tm khch hng, ngn hng c s tng
trng mnh m k t khi p dng li chin lc SME ca mnh vo
nm 2003. Trong bn nm qua, c danh mc khch hng vay SME v
tng doanh thu t SME ca h u tng gn gp ba ln.
Phng Php Vt Ngoi Phm Vi Cho Vay
Ngn Hng ICICI t nht cng coi mt phn thnh cng ca h l nh
vic ch trng ti th trng SME v phng php vt ngoi phm
vi cho vay phc v th trng SME. Qua vic cung cp cho th
trng SME cc sn phm v dch v p ng y mi dng nhu
cu, Ngn Hng ICICI c th tng tng s lng khch hng SME
ca mnh ln gn 1 triu doanh nghip, ch c 5 phn trm trong s
l cc khch hng vay. Vic ny t c l do s dng cc knh
thay th khc c chi ph thp v c cng ngh h tr. Cc knh v
ng dng ny gip ngn hng phc v cc SME trong hot ng
kinh doanh hng ngy ca h v p ng cc nhu cu giao dch hiu
qu hn vi thi gian hon tt ngn. Khi p dng li chin lc ca
mnh vo nm 2003, ngn hng ICICI nghin cu tm hiu khu vc
kinh t ny v thy rng SME rt cn cc dch v khc ngoi dch v
Dch v ngn hng SME khng ch l vn cho vay, m cn l gi tr quan h y
m bn c th cung cp cho SME . Vic ny s to c hi v mt trch nhim v c hi
v mt giao dch.
V. Chandok, Tng Gim c iu Hnh, Ngn Hng ICICI
39
cho vay, nhng h tm ti cc t chc cho vay nh gip gii
quyt mi vn ca h, ng Vijay Chandok, Trng Ban Dch V
Ngn Hng SME pht biu. ICICI cng mt v th thch hp bt
u p ng cc nhu cu ny vi cc sn phm nh cc dch v t
vn v qun l tin mt. Ngy nay, phn ln doanh thu SME ca h l
t cc sn phm k thc v cc sn phm khc khng lin quan ti
cho vay, trong khi doanh thu t cho vay ang tng nhanh v cc
khch hng ch s dng dch v k thc bt u tham gia vay.
Phn Khc Hiu Qu
phc v th trng ny mt cch hiu qu, ICICI chia i tng
khch hng SME thnh ba nhm: (1) Cc C S Thng Mi C Lin
Kt Vi Cng Ty, l cc SME lin kt vi nhm cng ty khch hng
hin ti ca ICICI, cho d di hnh thc bn bn hoc bn phn
phi cc sn phm v dch v, (2) Nhm Giao Dch Ngn Hng Chi
Nhnh bao gm cc phn nhnh khch hng trong ngnh c
xc nh v la chn trc, i din cho cc th trng c hi tim
nng n , v (3) Nhm Dch V Ngn Hng Kinh Doanh, bao
gm cc khch hng cn li.
Hnh thc phn khc ny gip ICICI khc phc cc tr ngi nh qun
l ri ro v pht trin kin thc. V d, cc SME c lin kt vi cng ty
khch hng l nhm khch hng c mc ri ro thp hn v ICICI bit
r cc cng ty khch hng v c th cung cp cc sn phm cho vay
da trn thng tin ny. Tng t, qua vic la chn 12 ngnh trong
s 165 ngnh, ch trng pht trin cp quc gia, ICICI c th
ch trng tm hiu thng tin am hiu cc nhm SME tim nng
nht cp su hn nhm tm cch p ng tt hn cc nhu cu
cng nh nh gi u im ca h.
nh Gi Ton Din Ri Ro Tn Dng
i vi ton b cc khch hng SME ca mnh, Ngn Hng ICICI s
dng phng php 360 nh gi ri ro tn dng. Cc th
tnh im tn dng theo ngnh, cc mi lin kt, hoc phn khc th
trng c thit lp v c ban nh gi tn dng trung ng
thng qua nhm to iu kin thun li cho th tc chp thun
khch hng cp chi nhnh. Ngn Hng ICICI kt hp qui trnh nh
gi im tn dng da trn s liu ny vi vic phn tch cc t l gi
tr ca SME v cc bui ti c s ca nhn vin ph trch quan h
cng nh cc mi gii thiu c nhn, thit lp mt qui trnh chp
thun ri ro tn dng theo nhiu mt. Vic kt hp cc c cu tn
dng c tiu chun ha v phng thc hot ng da trn quan
h c ngha l Ngn Hng ICICI c th cung cp cc sn phm v dch
v cho th trng SME thng khng c phc v theo phng
thc thng thng (v d nh i hi phi c cc bo co ti chnh
kim ton) ng thi vn duy tr c kh nng sinh li.
Cc Bc Tip Theo: u T C Phn T Nhn vo Th
Trng SME
Ngn Hng ICICI nhn thy rng vic tp trung tm hiu v th trng
SME c th mang li nhiu li ch trong cc lnh vc ngoi phm vi
dch v ngn hng thng thng. Mt trong s cc kt qu l
ICICI ang mun tr thnh ngn hng dn u trong lnh vc u t
bng c phn t nhn SME mi ni ca n . Ban u, iu ny c
ngha l to iu kin cho cc giao dch gia khch hng SME ca
ngn hng v cc qu PE bn ngoi, thng lin quan ti n
ngn hng v c phn t nhn t qu . Ngoi ra, qua chi nhnh
ICICI Venture ca mnh, ngn hng ny cng bt u cung cp
dch v h tr u t bng c phn t nhn v bn c phn t nhn
cho cc doanh nghip qui m va v ch trng ti s tng trng.
ICICI Venture hin ang trong qui trnh ng qu trung gian u tin
ca n . Ngoi ra, Ngn Hng ICICI cn cng b k hoch thit lp
mt qu u t bng c phn t nhn tr gi 150 triu la, ch
trng ti Cc Cng Ty Mi Ni, v qu ny s c chi nhnh Cng ty
Qun l u T ICICI a ra p dng, ch trng ti cc lnh vc C S
H Tng, Y T, Gio Dc v cc ngnh tiu dng cng nh cc ngnh
hot ng theo nh hng cng ty khc. Cc ng thi ny th hin
r hn cam kt ca ICICI i vi gi tr quan h trn vn m h
mang li cho th trng SME.
Danh mc vay SME
Danh mc vay ca Cng Ty Trong Nc
Nm ti kha 2007
8
6
4
2
0
3
2,5
2
1,5
1
0,5
0
Nm ti kha 2005 Nm ti kha 2009
CAGR 27%
C
C

K
H
O
N

V
A
Y

C
H
O

C
N
G

T
Y

L
C

K
H
O
N

V
A
Y

C
H
O

S
M
E

Phn ln doanh thu SME l t cc sn phm khng lin

quan ti cho vay
Danh mc vay SME ca ICICI tng gn gp ba ln k t nm 2005
Nm ti kha 2005 Nm ti kha 2007 Nm ti kha 2009
C
C

K
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V
A
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C
H
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0
100000
200000
300000 0
100
200
300
Doanh thu rng t cc sn phm cho vay v cc
sn phm thng mi
Doanh thu t cc sn phm khc
Ngun d liu: Ngn Hng ICICI
Ngun d liu: Ngn Hng ICICI
Tm v Sng Lc Khch Hng SME
Khi thit lp danh sch khch hng SME, mt ngn hng nn ch
trng ti vic tn dng cc c nhn khch hng hin ti ca h
nu c th c, v thit lp mt danh sch khch hng mi a
dng theo qui m SME v i din ngnh. S a dng gip cc
ngn hng sp xp cc chu k o hn khon vay v qun l cc
nguy c nh hng kinh t i vi mt ngnh hoc mt phn
khc th trng nht nh. Hai th thch chnh m cc ngn
hng gp phi trong vic tm khch hng l (1) tip th cc sn
phm sao cho tit kim chi ph v (2) qun l ri ro tn dng
bng cch sng lc hiu qu nhng i tng vay c th sinh
li mc d khng c thng tin y .
Trc ht, vic tip cn th trng SME c th kh khn bi v
nhiu SME khng c kin thc c bn v cch tn dng dch v
ngn hng. V vy, h t c kh nng s ch ng tm kim cc sn
phm v dch v ngn hng. iu ny l c bit ng cc quc
gia ang pht trin, ni dch v ngn hng SME cn l mt khi
nim ti chnh v hin tng mi trong th trng SME. Ngn
hng Standard Chartered, hot ng 30 quc gia trong ch
yu l cc quc gia ang pht trin, ghi nhn rng Khi xm nhp
vo mt th trng SME, chng ti thng nhn thy chng ti
l ngn hng u tin m cc khch hng hp tc lm vic.
Cc chuyn gia ti chnh SME ch trng ti cc quc gia c thu
nhp thp bo co rng nhu cu SME c th khng c bit
n v cc SME khng bit lm th no tn dng cc dch v
ti chnh ngn hng hoc ngh rng h khng hi iu kin.
T hai, ngoi kh khn cung cp thng tin cho th trng SME,
cc ngn hng cng phi tm cch thu thp thng tin t cc SME,
nh l trong trng hp sng lc i tng vay. Mt cch kim
sot ri ro tn dng l ti im quyt nh cho vay, nhng cc
SME thng lm qui trnh ny tr nn phc tp hn khi h khng
th cung cp cc thng tin ti chnh ng tin cy. iu ny cng
c th gy tr ngi c bit cho cc ngn hng thng mi mun
phc v i tng khch hng di, v cc ngn hng ny
thng quen lm vic vi cc bn bo co ti chnh kim ton
t khch hng vay l cng ty ln. Trong th trng SME, cc bo
co ny thng khng c kim ton, khng y hoc hon
ton thiu. Trong cc th trng pht trin thp nht, vn ny
cn phc tp hn do thiu cc c quan thng tin tn dng
cung cp d liu v qu trnh s dng tn dng.
Cc Phng Php Tip Cn
tng lng khch hng, nhiu ngn hng p dng cc
phng thc dnh ring cho SME tm kim khch hng, bt
u t vic dnh ring nhn s (v i khi l chi nhnh) cho th
trng SME. khc phc cc tr ngi cho vic tip th hiu qu
v mt chi ph v thu ht c khch hng tim nng, cc khch
hng ghi nhn tm quan trng ca vic (1) p dng bin php ch
ng, (2) lc lng nhn vin bn hng SME tch ring so vi
ph trch quan h, v (3) p dng nhiu knh tm khch hng
tip cn khch hng.
Cc ngn hng tham gia cuc kho st Tiu chun So snh ca IFC
(2007) bo co rng h ch ng p dng cc bin php to
doanh thu, iu c ngha l ch trng ti vic tm cch tip cn
thay v phc v cc khch hng t tm n. V ngi quyt nh
chnh thng l ch s hu doanh nghip SME, t c kh nng
l h s dnh thi gian lm vic tm cc dch v ngn hng.
Trong cc trng hp nh vy, c bit l cc th trng mi ni,
Trong mt s trng hp, vn thiu ht h tr ti chnh SME c th khng phi
l thiu ngun cung, m l pha cu khng th xc nh c nhu cu ca h v
khng tin rng h tip cn v c th tip cn cc dch v ti chnh. H khng bit
cch din t.
Chuyn gia ti chnh SME trong cc th trng mi ni
41
nhn vin ph trch bn hng ca ngn hng thng trc tip ti
c s ca SME trnh by v cc sn phm v dch v ca ngn
hng cho khch hng tim nng. Teo mt ngn hng, Chng ti
bo m rng i ng nhn vin bn hng ca chng ti u xung
ng.
63
Mc d tn nhiu nhn cng, nhng bin php tip cn
ny l rt cn thit cung cp thng tin v to s tin tng
khch hng SME, c bit l cc cng ty trc y cha tng lm
vic vi cc ngn hng thng mi.
64

V khng g c th thay th cho vic tip xc c nhn, cc ngn
hng to iu kin bn hng hiu qu bng cch dnh ring mt
nhm nhn vin bn hng chuyn v pht trin kinh doanh, tch
ring so vi nhim v qun l quan h thng thng (cng nh
tch ring vi cc nhn vin vn phng h tr). Trong m hnh
th sn v nng dn ny, cc nhn vin ph trch quan h (RM)
ch trng ti dch v khch hng v hnh thc bn sn phm cho,
trong khi cc nhn vin pht trin kinh doanh (BD) c gng to ra
u mi khch hng mi mt cch hiu qu. V d, Standard
Chartered coi y l mt phng php cn bng tm quan trng
ca vic tip xc c nhn vi nhu cu gim chi ph. Cc ngn hng
tham gia cuc kho st Tiu chun So snh xp hng cc RM v
BD gn nh mc bng nhau di dng hai knh tm kim khch
hng hng u (Hnh 30).
Tuy nhin, ngoi vic thit lp mt nhm nhn vin bn hng
chuyn mn v ch ng, cc ngn hng cng a dng ha cc
knh tm kim khch hng. C th l, i vi cc doanh nghip
c qui m nh hn vi gi tr quan h thp hn, cc ngn hng c
th s dng cc phng thc thng tin lin lc ph bin nh gi
th qung co trc tip v tip th qua in thoi tip cn
khch hng mi. Wells Fargo c gng p dng thun thc
phng php ny c gng tr thnh t chc hng u cung cp
cc khon vay di 100,000 la cho cc doanh nghip nh
Hoa K. Hnh 30 cho bit cc ngn hng tham gia cuc kho st
Tiu chun So snh coi cc cng c ny cng c quan trng i
cc doanh nghip nh hn l doanh nghip va.
Cui cng, mt cch khc cc ngn hng xy dng uy tn, ng
thi c gng m rng nhu cu tim nng v dch v ngn hng,
l cung cp cho th trng SME cc dch v t vn ti chnh v
cc cuc hi tho v ti chnh. Cc ngn hng qui m ln p dng
phng php ny l mt trong s cc ngn hng ln nht ca c.
Ngn hng ny thnh lp mt Nhm Gii Php Lung Tin
Mt (Cash Flow Solutions Group) gio dc cho cc SME v t
vn cho h v cc sn phm giao dch ca ngn hng ; v Ngn
Hng ICICI ti n , hp tc vi IFC v IBM cung cp mt
B Cng C SME trc tuyn, ngoi cc cng c tr gip khc, cho
th trng SME. Cc ngn hng nh th ny coi cc n lc u t
tm hiu th trng SME nh l hnh thc h tr mt ngnh quan
trng ca nn kinh t quc gia v mt th trng quan trng cho
cc chin lc ca h.
Cc Bc t Kt Qu Xut Sc v Ngoi Tip
Teo bo co ca cc ngn hng v cc chuyn gia ngnh, mt
trong nhng cch hiu qu nht v mt chi ph tip cn khch
hng mi l qua cc khch hng hin ti.
65
Teo nguyn tc ny,
Hnh 30: Nhn vin ph trch quan h (RM) v nhn vin
pht trin kinh doanh (BD) c coi l cc knh tm kim
khch hng hng u
Tm quan trng ca cc knh tm kim SME (5 = cao nht)
0
1
2
3
4
5
Gii
Thiu Qua
Trung tm
in Thoi
Th bu
in
BDs RMs
Hnh 31: Bin php ngoi tip tit kim chi ph c th lin
quan ti vic bt u t cc khch hng tim nng gn
ngn hng nht
C
c

k
h
c
h
h
ng b
n
l

h
i
n

t
i
G
i
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t
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i
u khch
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n
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L
i
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v
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c
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hng tro
n
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d
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c
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k
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g tim nn
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k
h
t
i
p

c
n
Cc khch
hng SME
Hin ti
Pht trin
kinh doanh
Ph trch
quan h
cc ngn hng n lc t kt qu xut sc tm cch thit lp
phng thc thu ht khch hng ca mnh ti a ha li
nhun nhanh chng (v khng tn km) t chnh danh sch
khch hng hin ti, bt u t bn trong v hng ra ngoi.
Trong trng hp ngn hng tch ring phn doanh thu v dch
v, iu ny i hi phi c s phi hp chin lc gia cc chc
nng RM v BD. Khi mt ngn hng c th xc nh tt khch
hng SME tim nng trong danh sch khch hng hin ti, cc
RM c th v tr thch hp nht bn sn phm cho cc khch
hng ny, bao gm c cc khch hng bn l cng s hu/qun l
SME. bo m kh nng ny, cc chi nhnh cn c trang b
thnh chi nhnh a nng cung cp y cc sn phm ca ngn
hng . Cc RM cng c th nhn bit cc u mi qua s gii
thiu ca khch hng. Cc BD sau c th lin lc tip v cc u
mi ny, cng nh cc u mi tm c qua s lin kt gia dy
chuyn cung cp ca khch hng SME tim nng vi cc khch
hng hin ti. V d, cc nhn vin pht trin kinh doanh ti mt
ngn hng Ghana p dng phng php danh sch bng cch
ch trng ti ton b cc nhm nh cung cp v phn phi SME
ca cc cng ty a quc gia c qui m ln trong danh sch khch
hng ca ngn hng .
66
Phng thc lm vic t trong ra ngoi
(Hnh 31) to nn tng cho cc BD pht trin khi h tip cn cc
khch hng tim nng mi hin cha lin kt vi ngn hng.
Vai tr ca RM trong dch v khch hng SME c trnh by r
hn trong mc 3.5.
Cc Phng Php Sng Lc
Mt li th ca chin lc ngoi tip hiu qu l khi c qu nhiu
khch hng tim nng, cc ngn hng c th la chn k hn qua
sng lc khch hng. Tuy nhin, vic xc nh mc tin cy v
tn dng vn cn kh khn do th trng SME khng cung cp
cc thng tin ti chnh ng tin cy. Mt s phng php sng
lc khch hng ph bin nht l (1) tch ring thm nh tn dng
vi bn sn phm v cc chc nng khc ca ngn hng, (2) s
dng cng c nh gi v tnh im tn dng, v (3) da vo d
liu bn ngoi v doanh nghip hoc ch s hu .
67
Vic tch ring thm nh tn dng vi bn sn phm gip gim
bt hoc loi b vai tr ca RM (hoc BD) trong th tc chp
thun tn dng. Do , ngn hng khng ph thuc vo kh nng
hoc ng c ca mt c nhn RM sng lc cc t chc xin h
tr ti chnh. Cc ngn hng thng lm vic ny bng cch s
dng mt ban thm nh tn dng tp trung nhng thay vo
c th phn quyn cc nhm thm nh tn dng cc chi nhnh,
hoc h c th s dng cc cng c tnh im tn dng hon
ton t ng do nhm tp trung thit lp, nhng c thc hin
ti c s.
Trong cc cuc kho st v th trng dch v ngn hng SME ca
Argentina, Chile, Colombia v Serbia, a s cc ngn hng u bo
co rng h tch ring hot ng thm nh vi bn sn phm
hoc tp trung hot ng ny tr s chnh (Hnh 32). Trong cuc
nghin cu kho st Tiu chun So snh ca IFC (2007), Cc ngn
hng hng u thm ch cn d c kh nng tch ring thm nh
Hnh 32: a s cc ngn hng s dng phng thc thm
nh tn dng c lp
Cc c cu ri ro tn dng theo bo co ca ngn hng
Ngun d liu: de la Torre v nhng ngi khc (2009a), trch dn cc
cuc kho st ca Ngn Hng Th Gii ti 4 quc gia v cuc kho st Tiu
chun So snh ca IFC (2007) v OECD v cc th trng mi ni (EM)
T
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t
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d
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s
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p
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m
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t
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d
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c

t
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c
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u

t
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T
r

C
h
n
h
?
0 50 100
Benchmarking, EM
Benchmarking, OECD
Serbia
Colombia
Chile
Argentina
Benchmarking, EM
Benchmarking, OECD
Serbia
Colombia
Chile
Argentina
Tiu chun So snh, EM
Tiu chun So snh, OECD
Serbia
Colombia
Chile
Argentina
Tiu chun So snh, EM
Tiu chun So snh, OECD
Serbia
Colombia
Chile
Argentina
0% 50% 100%
C Khng
Hnh 33: Nhiu ngn hng tham gia cuc kho st Tiu
chun So snh tm ra nhng cch cho vay hiu qu
m khng cn ti sn th chp
Hnh thc cho vay khng c bo m di dng
phn trm danh sch vay
0
20
40
60
80
100
0%
20%
40%
60%
80%
100%
43
vi bn sn phm hn, nhng t nht mt vi ngn hng trong s
lm nh vy theo hnh thc khng tp trung ha.
Rt nhiu ngn hng trn th gii nh gi phng thc nh gi
ti chnh doanh nghip l cn c quan trng nht a ra quyt
nh v thm nh.
68
Tuy nhin, c bit l vi khu vc kinh t
doanh nghip nh, cc phng thc nh gi thng thng nh th
ny, v d nh bo co ti chnh v phn tch t l, b hn ch bi
tin cy ca cc thng tin c cung cp. Cc ngn hng c th b
sung d liu trong bo co ti chnh vi cc cng c tnh im v
nh gi tn dng, mt phng php b sung cho c cu thm nh
c lp. Cc cng c ny c th dao ng t vic nh gi mc ri
ro ca cc khon vay da trn chuyn mn ca chuyn vin phn
tch tn dng cho ti cc phng php s dng th tnh im c
hp thc ha v mt thng k. Phng thc tnh im v nh gi
tn dng s dng d liu v mt lot cc bin s nh gi cc
khon vay hay khch hng, tuy nhin phng thc tnh im c p
dng mt m hnh thng k gn cho mt gi tr lng ha. Gi tr
ny th hin nguy c v n lin quan ti nhiu c im ca cng ty,
khon vay hoc ch s hu ang c xem xt. Mc im ny
thng hay c s dng nht di dng d liu xem xt kh
nng chp thun tn dng. Tuy nhin cc ngn hng tin tin cng
s dng im ny cho cc ng dng khc nhau, trong bao gm c
phng thc nh gi da trn mc ri ro.
Tm mi hai phn trm ngn hng ti cc quc gia pht trin v
su mi lm phn trm ti cc quc gia ang pht trin bo co
rng phng thc tnh im tn dng ng vai tr quan trng
trong cc trng hp chp thun cho vay, thng ch di dng
mt ngun thng tin.
69
Mt l do dn ti s chnh lch ny c th
l cc m hnh nh gi im tn dng phi c thit lp da trn
cc d liu t trc ti nay, v cc d liu cho d l dng d
liu bn ngoi c s dng trong cc m hnh thng thng hay
cc d liu lin quan ti tng ngn hng thng c thi gian tn
ti ngn hn trong cc th trng mi ni.
Ngay c khi khng c cc m hnh tnh im tn dng, cc ngn
hng c th khc phc tnh trng thiu thng tin bng cch s
dng d liu bn ngoi. Cc ngun cung cp d liu bn ngoi ny
l bo co ca c quan thng tin tn dng v cng ty hoc ch s
hu , thng l nhng ngi c ti chnh gn lin vi tnh trng
ti chnh ca cng ty. Ti cc quc gia ang pht trin khng c
nhiu dch v thng tin tn dng, cc ngn hng c th thit lp cc
c s d liu ring v thng tin bn ngoi. Cc ngn hng c th p
dng mt phng php thc t hn c th trc tip h tr th
trng SME trong vic lp cc bo co ti chnh hoc thu thp
thng tin bng cch trc tip ti c s hot ng ca cng ty
hoc ni chuyn vi cc khch hng v nh cung cp.
70

Cc Bc Sng Lc Hiu Qu
Cc ngn hng bit cch sng lc tm quan h khch hng c
th sinh li thng quyt tm khc phc tnh trng thiu thng
tin t c th phn. Cc ngn hng ny coi vic tm nhng
cch thc mi chp thun khon vay l b quyt mang li li
th cnh tranh cho h. H p dng hiu qu cc phng thc
khc phc tnh trng thiu thng tin, v d nh d liu thu thp
v hnh vi giao dch ca cc khch hng khng lin quan ti tn
dng, hoc cc thng tin lng ha v cng ty v cc ch s
hu cng ty. Ngoi ra, h xc nh cch kt hp v nh gi d
liu thu thp qua nhiu phng php, da trn cc yu t nh qui
m hoc mc tip xc ca cng ty . Mt s ngn hng thm
ch cn khc phc tnh trng thiu cc c quan cung cp thng
tin bng cch c gng thit lp cc c quan nh gi tn dng
hoc thng lng cc phng php nh gi im tn dng
SME mi vi cc c quan hin ti.
71

Mt du hiu cho thy ngn hng tm c cch khc phc
tnh trng thiu thng tin l ngn hng cung cp nhiu khon
vay khng c bo m hn v khng cn phi nhng b cc
yu cu ti sn th chp. Hnh 33 cho thy hot ng cho vay
khng c bo m ca cc ngn hng tham gia cuc kho st Tiu
chun So snh ca IFC (2007). a s u dnh phn ln khch
hng ca h cho hot ng cho vay khng c bo m so vi mc
trung bnh trong ngnh l khong 19 phn trm ti cc quc gia
ang pht trin v 42 phn trm ti cc quc gia pht trin.
72

Cho vay khng c bo m l mt bin php nh gi quan trng
v th trng SME c nhu cu rt cao i vi phng thc ny.
Mt trong cc ngn hng tham gia cuc kho st Tiu chun So
snh trong th trng mi ni bt u hot ng vi mt chng
trnh cho vay hon ton khng c bo m ti mt quc gia
khng c y c quan thng tin tn dng. Ch trong vi nm,
ngn hng ginh c th phn 33 phn trm.
73

Ba Bi Hc Kinh Nghim ca Wells Fargo
u tin tm hiu trc 1. Qua vic cn i cc mc tiu tm
kim khch hng ca mnh vi nhu cu hiu r v mc cu v
cc nguy c trn th trng. Wells Fargo thit lp mt nn
tng vng chc v xc nh cc c hi quan trng.
Chn phng php phc v ph hp vi cc dng khch 2.
hng Wells Fargo nhn thy rng nhiu khch hng SME c
nhiu im tng ng vi cc khch hng bn l hn l cc
cng ty ln v c nhn mnh v nhng im tng ng .
Th nghim cc phng php tip th 3. c c danh
sch khch hng ln ca mnh, Wells Fargo thy rng vic
thng xuyn kim nghim, nh gi v rt kinh nghim l b
quyt tip th hiu qu ti cc doanh nghip nh.
Thng Tin C Bn v Wells Fargo
Vi s tin 1,3 nghn t la ti sn, Wells Fargo l mt trong nm
ngn hng ln nht ti Hoa K. Ngn hng ny c thnh lp vo
nm 1852 vi ca hng (chi nhnh) u tin khai trng ti San
Francisco trong cng nm. Wells Fargo phc v th trng Hoa K
ang m rng v pha ty. Sau khi sp nhp vi Wachovia vo ngy 31
thng Mi Hai 2008, hin ngn hng ny ang iu hnh cc chi
nhnh ti 39 tiu bang.
S ngn hng (sau khi sp nhp)
Cc chi nhnh 11.000
My ATM 12.300
Nhn vin 281.000
Khch hng 70.000.000
Cc khch hng l doanh nghip nh 2.000.000
Ti sn 1.300 t la
Hai phn ba (hoc 28 t la trong nm 2008) doanh thu ca Wells
Fargo l t Nhm Dch V Ngn Hng Cng ng. Nhm ny phc
v cc khch hng bn l v cc doanh nghip nh c doanh thu ti
20 triu la, mc d a s u c qui m nh hn nhiu. Mt s
SME, thng hot ng di dng cng ty v c doanh thu t nht l
10 triu la, cng c phc v qua Nhm Dch V Ngn Hng
Bn S.
Cc im Ni Bt v Dch V Ngn Hng SME
Wells Fargo lin tc l nh cung cp hng u cc khon vay di
$100.000 cho cc doanh nghip nh Hoa K, vi hn 23 t la
tng cc khon vay c to ra trn ton quc trong nm 2007,
chim 16 phn trm th phn. Ngn hng t c v tr ny qua
chng trnh cho vay trc tip, h bt u cung cp cc chng
trnh vay qui m ny t nm 1995. Hin nay, ngn hng ny cung cp
cho 2 triu khch hng doanh nghip nh cc sn phm bao gm
cc chng trnh nh mc tn dng khng c bo m, thng
c chp thun vi s h tr ca cc d liu tnh im tn dng
thng k v ri ro theo mc gi. Cc khon vay di 1 triu la ca
ngn hng chim 10 phn trm th phn trong nm 2007. Ngoi vic
cho vay, Wells Fargo cng n nh mt gi tr cao i vi hot ng
bn sn phm cho cng nh vic tng cng cc sn phm k thc
v giao dch cho mi khch hng SME l phn chnh trong chin lc
hot ng ca ngn hng.
u Tin Tm Hiu Trc
Trong khi xm nhp vo th trng SME, Wells Fargo ra quyt nh
chin lc l hn ch quyt tm ginh c th phn bc u u
tin cho vic tm hiu trc. Trong vng 5 nm, Wells Fargo xy
dng c mt nn tng kin thc v khch hng SME. Wells
Fargo ch trng ti vic hc hi kinh nghim t cc khch hng hin
ti v bn h thng sn phm v dch v ca h cho nhng khch
hng . Vic ny gip h tn dng kin phn hi ca khch hng
trong ton b qu trnh pht trin phng thc kinh doanh SME.
Vic ny cng cung cp cho ngn hng d liu thng k nhn
bit v ch trng thnh cng ti phn nh cha c p ng
nhu cu ca th trng kinh doanh qua vic chp nhn cc ri ro c
tnh ton. Ngy nay, cc khch hng c doanh thu hng nm di
Nhiu ch doanh nghip nh ni vi chng ti rng chng ti l ngi u tin tha
nhn cng ty ca h, bng cch gip h vay tn dng.
M. Bernstein, Trng Ban Dch V Ngn Hng Tiu Doanh Nghip
45
2 triu la chim phn ln tng doanh thu SME, k thc v
doanh thu cho vay ca Wells Fargo. Ngn hng tm thy nhng
li th ring trong vic phc v nhm khch hng ny, trong
bao gm c kh nng a dng ha danh sch vay qua nhiu khon
vay nh cho mi hnh thc doanh nghip trn ton nc M
v Canada.
Chn Phng Php Phc V Ph Hp vi Cc Dng
Khch Hng
xc nh phng thc phc v, Wells Fargo chia cc khch hng
doanh nghip nh s dng dch v ngn hng thnh hai dng:
(1) khch hng thng thng v (2) khch hng qun l da trn
quan h. Cc khch hng thng thng l nhng khch hng c
doanh thu hng nm cha ti $2 triu, mc d mc trung bnh theo
nhm gn mc $300.000 hn. H chim i a s trong danh sch
khch hng SME ca Wells Fargo v ngn hng ni bt trong vic
quyt tm phc v phn khc th trng ny.
Qua vic phn chia khch hng thnh hai nhm khch hng thng
thng v khch hng da trn quan h, Wells Fargo c th duy tr
m hnh hot ng da trn quan h tn km hn cho cc khch
hng c doanh thu cao hn. Ngn hng thy rng cc khch hng
thng thng c phc v tt hn v nhanh chng hn nh c
cc chi nhnh dnh ring p ng nhu cu ca h, v qua cc
trung tm lin lc qua in thoi cng nh mt h thng trc tuyn.
Ngay c trc khi sp nhp vi Wachovia, Wells Fargo c 1.1
triu khch hng doanh nghip nh trc tuyn hin ang s dng
cc dch v t vn v sn phm trn Internet ca ngn hng.
Wells Fargo thy rng cc khch hng thng thng khng i hi
mc ch ring nh l cc cng ty hot ng da trn quan h
v c qui m ln hn; thay vo , h tm cc la chn dch v
ngn hng thun tin v tip cn kp thi vi danh sch sn phm
rt d hiu.
Cc khch hng thng thng thng c cc ngn hng coi l
c mc ri ro cao hoc chi ph cao. Tuy nhin, Wells Fargo c th
gim nh mt phn ri ro v chi ph ny nh tm hiu r th trng
da trn cc c ch gim st danh sch khch hng theo d liu
thng k.
Th Nghim Cc Phng Php Tip Th
tip cn khch hng, Wells Fargo th nghim nhng cch
mi cung cp cc gii php nhm p ng cc nhu cu SME.
Ngn hng ny l mt trong nhng ngn hng u tin trong
ngnh ch trng ti i tng khch hng doanh nghip nh
bng phng php tng t nh cc cng ty th tn dng. Gi ti
liu trc tip qua ng bu in v gi in thoi tip th t cc
chi nhnh ngn hng a phng chuyn phc v khch hng
thng thng trong cc knh cung cp hiu qu nht. ng thi,
Wells Fargo bt u tip xc trc tip vi th trng SME qua cc
cuc hi tho v hi ngh gii thiu v hng dn doanh nghip
nh v cc la chn ti chnh, pht trin kinh doanh, qun l v cc
vn khc quan trng cho s thnh cng ca SME. Nhng n lc
ny chnh l s cam kt ca ngn hng i vi khu vc kinh t ny
v gip ngn hng c thm khch hng mi. Ngoi ra, cc n lc
ny cn cung cp kin phn hi qu gi m ngn hng c th tn
dng tm cch mi p ng nhu cu khch hng.
Cc Mc Tiu v K Hoch Dch V Ngn Hng SME
Trong Tng Lai
K hoch hot ng tng lai ca Wells Fargo bao gm m rng vai
tr dn u vi t cch l ngn hng cho vay s 1 cho cc doanh
nghip nh M v tng qui m bn sn phm cho cho cc khch
hng SME. Vic sp nhp gn y vi Wachovia gip tng phm
vi tip cn a bn phc v v s lng khch hng ca Wells Fargo,
v s l im khi u cho giai on tng qui m cho vay SME tip
theo ca h. Ngoi ra, qua vic ci tin hot ng bn sn phm
cho cho i tng khch hng SME, ngn hng cng s tng kh
nng sinh li v gi khch hng hiu qu.
0
30
60
90
120
150
2007 2006 2005 2004
0
5
10
15
20
25
0
30
60
90
120
150
0
5
10
15
20
25
79
84
2007
86
2006
103
14,5
18,1
23,4
21,3
CAGR 17%
2005 2004
Tng cc khon vay doanh nghip
Cc khon vay cho doanh nghip nh (<$100.000)
T
N
G

C
C

K
H
O
N

V
A
Y

D
O
A
N
H

N
G
H
I
$
B
C

K
H
O
N

V
A
Y

C
H
O

T
I
U

D
O
A
N
H

N
G
H
I
$
B
Cc khon vay <$100.000 ca Wells Fargo tng u

Ngun d liu: D liu mi nht c sn theo o Lut Ti u T Cng ng
Phc V Cc Khch Hng SME
Vic phc v cc khch hng SME bao gm p ng nhu cu ca
cc khch hng hin ti, tm u mi kinh doanh mi qua vic
bn sn phm cho, v qun l ri ro bng cch khc phc cc
khon vay rc ri. Kt qu phc v hiu qu l mi quan h c li
cho c ngn hng v cc khch hng trung thnh. Cc khch
hng SME lu di mang li ngun doanh thu n nh v tng
trng, ng thi l cc ngun thng tin tuyt vi cho ngn hng.
Ngn hng thng c th p dng mc li sut thp hn cho cc
khch hng nh vy, v mc ri ro phc v h cng thp hn.
74
Hai tr ngi chnh cho vic phc v hiu qu th trng SME l
(1) th trng SME c cc nhu cu ring v cn c lu ring
cng nh nhu cu phc v c nhn, trong mt s trng hp
thm ch cn hn c cc khch hng l cng ty ln, v (2) vic p
ng cc nhu cu ny c th tn km do tn sut tip xc cn thit
v doanh thu thp hn t mi khch hng. Do hai tr ngi ny
m cc ngn hng phi cn i tm quan trng ca vic gim chi
ph hot ng iu hnh vi ri ro do u t dch v khng tha
ng, do c th dn ti tnh trng gim khch hng, tng t l
v n v mt c hi doanh thu.
Cc ngn hng bt u phc v th trng SME thy rng th
trng ny rt u tin vic c ngn hng coi l khch hng
quan trng. H khng mun b i x nh l s ti khon ngn
hng, mt nhn vin ngn hng gii thch. Cc chuyn vin ngn
hng SME ch ra tm quan trng ca s tn trng i vi khch
hng SME, h cho rng cc phng php dch v ngn hng
thng mi thng thng khin th trng SME ngh rng h
khng phi l i tng quan trng. ng thi, th trng SME
cng coi trng s gin tin, thun li v phc v nhanh chng.
H khng mun phi ch i qu lu hoc c yu cu cung
cp mt lot cc giy t m h khng c.
75

Mc d cc ngn hng c th khng p ng c mc dch v
chuyn bit dnh cho i tng khch hng ln nht, h khng
th i x vi th trng SME nh l khch hng bn l vi
mc tip xc c nhn hn ch. iu ny cn phc tp hn do
mt thc t l th trng SME c th tm n ngn hng vi nhiu
Chng ti thy rng th trng SME thc ra coi trng quan h hn bt k phn
khc th trng no khc, trong khi cc cng ty c qui m ln li coi l chuyn
ng nhin. Cc SME sn sng tr mc gi cao hn cho mi quan h ny.
H khng mun b i x nh l s ti khon.
Tng Gim c iu Hnh mt ngn hng hng u ca n
47
nhu cu hn c mt cng ty c qui m ln. Teo mt nh lnh
o ngn hng, H tm cc cng ty ti chnh c th p ng mi
nhu cu ca h.
Cc Phng Php Thc Hin
Cc ngn hng phc v SME tm cch p ng hiu qu v mt
chi ph v thm ch ch trng ti cc nhu cu ring bit ca th
trng SME. H lm vic ny bng cch (1) tn dng cc knh
phn phi trc tip, (2) phn khc th trng v hon thin qun
l quan h, v (3) bin nhu cu thnh cc c hi qua hnh thc
bn sn phm cho.
Tri ngc vi dch v ngn hng bn s, trong a s cc giao
dch u c thc hin qua mt nhn vin ph trch quan h,
dch v ngn hng SME thng ch yu ph thuc vo mt mng
li chi nhnh ca ngn hng di dng knh phn phi trc tip.
Hn mt na s ngn hng tham gia cuc nghin cu kho st
Vng quanh T gii bo co p dng phng thc phn nhnh t
nht l qui trnh bn sn phm khng lin quan ti cho vay, ch
yu cho mng li chi nhnh ca h (Hnh 34). Vic phc v SME
ca cc chi nhnh gip khch hng c th tip xc ring, ng thi
vn tn dng c cc li th v mt qui m v gii phng bt
nhim v cho cc RM v khng cn phi tham gia vo mi giao
dch. Dch v ny cng p ng nhu cu SME v khong cch.
Trong mt cc nghin cu kho st Ai Cp, 71 phn trm th
trng SME tham gia kho st cho rng khong cch ca chi
nhnh ngn hng l l do h la chn ngn hng .
76
Cc ngn hng hng u bo co rng vic s dng chi nhnh
hiu qu i hi phi c cc nhn vin chuyn mn phc v
khch hng SME v cc m hnh chia s li nhun gia chi nhnh
v RM.
77
Ngoi i ng nhn vin chuyn nghip, s ngn hng
dnh ton b cc chi nhnh phc v th trng SME nhm ci
tin cht lng v tng hiu qu cng vic. Cc ngn hng ny
bao gm bn trong s mi ngn hng tham gia cuc kho st
Tiu chun So snh ca IFC (2007) trong phn khc th trng
doanh nghip nh, ba ngn hng trong s coi y l im
chnh trong vic phc v th trng SME.
78

Cc ngn hng cng vn dng cc knh phn phi chi ph thp,
v d nh cc trung tm lin lc qua in thoi v dch v ngn
hng qua Internet. V d, 73 phn trm cc ngn hng tham gia
cuc nghin cu kho st Tiu chun So snh ch trng ti cc
trung tm lin lc qua in thoi u vo v u ra. Cc phng
thc giao dch ngn hng t xa v s dng k thut nh th ny
p ng nhu cu ca SME v s tin li v tit kim thi gian.
Chc hn chng ta vn cn nh dch v ngn hng qua Internet
l sn phm giao dch thng dng nht trong mt cuc nghin
cu kho st SME th trng Chu M La-tinh (Hnh 26).
ng thi, cc knh ny cng c th gim bt nhn lc cn
thit phc v th trng SME. Mc d RM c th phc v t
30100 khch hng, t nht mt ngn hng bo co rng mi
thnh vin trong nhm bn sn phm qua in thoi ca h c
th phc v 5.000 khch hng (Hnh 35).
Kh nng s dng nhiu knh cung cp gip cc ngn hng c
th phn loi phng thc dch v v hon thin vai tr qun l
Hnh 35: Cc ngn hng phn loi cch thc lm vic c
th cung cp dch v c nhn nhiu cp
T l khch hng RM trung bnh theo bo co ca cc ngn
hng tham gia cuc kho st Tiu chun So snh
Phn khc th trng RM hoc ME cao cp
Phn khc th trng RM hoc SE th cp
Nhm bn sn phm qua in thoi
C
C

N
G
N

H
N
G

T
R
O
N
G

N
H
M
1 10 100 1000
30
75
27
58
158
50
200
50
110
200
5000
35
85
70
120
40
70
Hnh 34: Chi nhnh l knh phn phi chnh cho cc sn
phm khng lin quan ti cho vay
Phng thc chuyn hot ng dch v ngn hng SME
sang cc chi nhnh
quanh th gii
0% 20% 40% 60% 80%
Bn cc sn phm khng
lin quan ti cho vay
ng cho vay
Qun l ri ro
Truy thu cc khon
vay khng tr n
quan h theo ngha thng thng ca n trong ngnh dch v
ngn hng dnh cho doanh nghip. Cc ngn hng s dng qui
m khch hng hoc doanh thu ngn hng lm phng tin
xc nh c nn phn cng RM ph trch khch hng hay khng.
V d, M, Wells Fargo nh ngha cc khch hng c doanh thu
hng nm di $2 triu l phn khc th trng thng thng
v ch yu phc v th trng SME ny qua cc knh trc tip
nh chi nhnh v cc trung tm lin lc qua in thoi. Cc ngn
hng khc c th s dng mc thu nhp ngn hng t khch
hng phn chia th trng SME gia bn qun l cao cp v
th cp.
i vi cc khch hng bo m c th dnh ring mt RM
phc v khch hng, m hnh th sn v nng dn c trnh
by trong phn trc c th gip cc ngn hng tng s lng
khch hng m mt RM c th phc v, nh vic cc nhn vin
qun l ny khng cn phi tm kim khch hng. ng thi,
mc d mt RM thng thng c th dnh nhiu thi gian hn
nh gi ti sn th chp hoc truy thu n, cc chc nng
ny hin ang c thc hin bi cc nhm ring.
iu ny to iu kin RM ch trng ti dch v khch hng
v bn sn phm khc, thng l mt v ging nhau. Mt RM
hiu qu c th truyn t ngha tm quan trng cho mt doanh
nghip va v nh v tng doanh s bn sn phm bng cch tr
thnh i tc tin cy ca h. Kh nng hiu v a ra cc gii
php p ng y nhu cu ca SME c th l s khc bit gia
m hnh dch v mang li li nhun v khng sinh li. Vic hiu
r khch hng cng to iu kin cho cc RM bit trc v thm
ch ngn nga c cc vn lin quan ti cc khon vay hin
ti. V vy, a s cc ngn hng cng coi vic gim st khon vay
l nhim v chnh ca cc RM. (V d, 100 phn trm cc ngn
hng tham gia cuc kho st Tiu chun So snh u lm nh vy
i vi phn khc th trng doanh nghip qui m va).
Vic phc v hiu qu th trng SME c ngha l bo m rng
khch hng cm thy c coi trng, bt k qui m ca h nh
th no, ng thi cng bo m chi ph phc v ph hp vi gi
tr ca khch hng i vi ngn hng. iu ny bao gm
(1) tm v nh ch ha nhng cch thc truyn t gi tr ca
khch hng m khng u t thm cng sc cho tng SME, v
(2) hon thin thm cch phn khc th trng phc v. Ngoi
ra, cc ngn hng c th cn bng gia dch v v tnh hiu qu
bng cch (3) chuyn cc hot ng SME t mt nh hng
sn phm sang nh hng qui trnh khch hng.
C nhiu cch lm vic ny. Cc ngn hng c th nh ch
ha xu hng qui trnh phc v bng cch dnh ring khng
gian hoc cc h thng c bit trong phm vi cc chi nhnh
chuyn phc v SME hoc xc nh r rng cc gii php ring
cho tng SME trong cc ti liu tip th v trang Web. Mt ngn
hng phc v th trng SME thnh cng ca c s dng trang
Web ca mnh truyn ti tm quan trng ca cc khch hng
doanh nghip nh bng cch cung cp mt h thng hun luyn
kinh doanh trc tuyn (Cng SB) v qung co r rng cc dch
v SME ca h c chuyn mn ha theo ngnh. Ngn hng
ny dnh ring mt mc trn trang Web cho tng nhm SME
sau y:
K ton
Kinh doanh nng nghip
Gi tr
Lp k hoch ti chnh
Chui i l nhng quyn
Tim thuc
Hnh 36: Standard Chartered p dng bn phng php
qun l quan h da trn gi tr khch hng
Ngun d liu: Standard Chartered Bank
Danh sch khch hng SME
T
n
g

g
i

t
r

k
h
c
h

h
n
g
Qun l quan h ring
Qun l quan h
trc truyn
Qun l danh sch
khch hng
Khng c qun l
Bn sn phm cho l nn tng cho m hnh bn sn phm ca chng ti; chng ti
tn dng mi c hi bn cc sn phm ph hp vi nhu cu ca khch hng.
Ngn hng tham gia nhm kho st Tiu chun So snh
49
Ngn hng cng p dng cch khc nh ch ha gi tr
khch hng qua nh hng v th tc ngn hng, bng cch thu
nhng ngi tng l ch doanh nghip nh v qun l lm cc
chuyn vin dch v ngn hng SME. Mt chuyn gia c tnh
rng 40 phn trm RM ca ngn hng l t SME. Chin lc ny
th hin s cam kt ca ngn hng i vi SME v gip ngn
hng c kh nng p ng nhu cu ca SME hiu qu hn, m
khng nht thit phi tng chi ph tip xc ring vi tng
khch hng.
Standard Chartered Bank cng bit cch cn bng chi ph dch v
bng cch hon thin li m hnh phn loi qun l da trn
quan h. Tay v ch s dng mt m hnh cho cc doanh nghip
nh v m hnh khc cho cc doanh nghip qui m va, Standard
Chartered tnh ton tng gi tr ca khch hng i vi ngn
hng v a vo mt trong bn m hnh qun l quan h khc
nhau (Hnh 36). Cc phng thc ny bao gm la chn trung
gian, v d nh qun l danh sch khch hng v qun l quan
h trc tuyn.
Nh cp trong cc v d trn, cc nh nghin cu xut
rng cc ngn hng chuyn t nh hng sn phm sang nh
hng qui trnh khch hng. Cc chuyn gia nhn thy cc ngn
hng thng cung cp dch v SME c th khc phc cc vn
ring l, thay v iu chnh dch v cho ph hp vi qui trnh hot
ng kinh doanh ca khch hng.
79
Tay vo , h bin lun
rng cc ngn hng nn noi gng cc ngnh khc v thit lp
cc qui trnh hot ng ch trng ti khch hng. Qua vic xc
nh tt c cc qui trnh hot ng kinh doanh ca SME v xc
nh nhng qui trnh no c th p ng c trong phm vi
ngn hng hoc qua cc i tc, cc ngn hng c th xc nh
c ngun doanh thu mi. ng thi, vic chn cc qui trnh
ph hp vi cc qui trnh hot ng ca khch hng cng s gip
tit kim chi ph.
Cc doanh nghip qui m va v nh ch c gii thiu cc sn phm gip h gii
quyt cc vn ring l, v d nh, kh nng thanh ton, vay vn v dch v u t.
Tuy nhin, cc dch v ny khng phn nh cc yu cu thc t ca cc doanh
nghip khch hng, v d nh thu mua, bn sn phm tip th, n t hng.
Heckl v Moormann (2007)
Khng c ngn hng tham vng no li c th b qua th trng SME. Cn c vo tnh hnh
chnh tr tng i n nh, chng ti tin tng rng chng ti c th xm nhp vo mt
th trng mi ni v cung cp dch v ngn hng cho th trng SME thu v li nhun.
Mandeep Vohra, Trng Ban ph trch Tiu Doanh Nghip, Dch V Ngn Hng SME
3 Bi Hc Kinh Nghim ca Standard Chartered
Phn tch v chuyn tm 1. Qua vic phn tch r rng hot
ng SME v dnh ring nhn s cho cc ngun tr gip chin
lc trong tt c cc hot ng, Standard Chartered c th tm
c c hi, gim chi ph v tng mc hi lng ca khch hng.
a dng ha 2. V mt trc, Standard Chartered phc v th
trng SME di dng mt phn khc th trng, nhng cn
v mt sau, cc chnh sch a dng ha ca ngn hng ny
gip h iu chnh cc th tc thm nh v dch v ph hp
vi gi tr ca khch hng.
Khng phn bit gii tnh 3. Standard Chartered cam kt
p ng nhu cu v ng h quan im ca ph n trong i
ng nhn vin ca ngn hng, cc cng ng ni ngn hng
hot ng, v khch hng, trong bao gm cc SME c ph
n lnh o.
Qu Trnh Hot ng ca Standard Chartered
Tp on Standard Chartered c thnh lp vo nm 1969, t s
sp nhp Ngn hng Standard ca Anh, Nam Phi, thnh lp nm
1863, v Ngn hng Chartered ca n , c v Trung Quc, thnh
lp nm 1853. Hot ng ti hn 70 quc gia, 90 phn trm li nhun
ca ngn hng l t cc hnh lang thng mi mi ni ca
Chu , Chu Phi v Trung ng. Standard Chartered phn tch hot
ng gia Dch V Ngn Hng Th Trng Tiu Dng v dch v ngn
hng Th Trng Bn S. Cc SME c qun l trong phm vi nhm
Dch V Ngn Hng Th Trng Tiu Dng, nhng c chia thnh
hai phn khc: cc doanh nghip nh vi doanh thu hng nm
di 10 triu la v cc doanh nghip va vi doanh thu hng
nm di 25 triu la.
S Ngn Hng
Cc chi nhnh >1.500
My ATM 5.500
Nhn vin >70.000
Quc gia >70
Quc gia c hot ng SME 30
Khch hng 14.000.000
Khch hng SME 550.000
Ti sn 435 t la
Tng Quan v Dch V Ngn Hng SME
Dch v ngn hng SME tr thnh mt phn ngy cng quan
trng trong cc hot ng ca Standard Chartered, chim 19 phn
trm ($600 triu) thu nhp ca Nhm Dch V Ngn Hng Tiu Dng
trong na u nm 2008, so vi mc ch c 9 phn trm ($110 triu)
nm nm trc . Ngn hng ch ng tip cn cc th trng
mi, vi cc hot ng SME chuyn bit ti t nht 30 quc gia.
V hot ng pht trin, Standard Chartered nhn thy cc khon n
tng nhanh hn l ti sn, v nhn thy rng trong nhiu trng
hp, phn khc th trng ny c qu d tha hn l i hi vay
tin. T l n so vi ti sn hin ti ca ngn hng l trn 1.5.
Phn Tch v Chuyn Mn Ha
Standard Chartered coi hot ng SME thnh cng ca mnh mt
phn l nh vic phn khc th trng SME thnh mt ngnh kinh
doanh ring bit. S phn tch din ra cp cao nht khi cc hot
ng SME c phi hp bi mt chin lc ton cu v thng
xuyn c phn tch tm kh nng ci tin. Vic phi hp ton
cu to iu kin cho ngn hng tng cng mc nht qun v
qui m, ng thi vn tn dng c kin thc a phng. S
phn tch ny cng th hin qua vic dnh ring ngun lc phc
51
v th trng SME. Standard Chartered thnh lp cc nhm ph
trch ri ro, dch v v bn sn phm chuyn phc v th trng
SME, v c gng th hin gi tr SME m h cp trong cc ti liu
tip th v thng tin lin lc cng nh cc danh mc sn phm dnh
ring cho th trng SME. Mt kt qu ca chin lc ny l vic
pht trin Chng Trnh Vay Tr Gp cho Doanh Nghip, y l mt
sn phm vay trung hn khng c ti sn th chp vi cc phm vi
tiu chun ha (theo quc gia) v s tin vay v cc yu cu v qui
m SME. Chng trnh vay ny c th c chp thun nhanh chng
vi yu cu giy t mc ti thiu. V d, Singapore, mt doanh
nghip nh c th c vay ti 100.000 la trong vng 24 gi m
ch cn cung cp cc bo co ti chnh ngn hng trong su thng.
a Dng Ha
Standard Chartered tm c phng php sng to khc
phc cc tr ngi i vi vic phc v khch hng hiu qu v tit
kim chi ph. Trong khi mt s ngn hng hng u cung cp mt
mc dch v cho cc doanh nghip nh v mt mc dch v khc
cho cc doanh nghip qui m va, Standard Chartered li xc nh
bn cp . Ngn hng thng phn cng mt nhn vin ph trch
quan h ring ph trch cc doanh nghip c doanh thu hng
nm hn 10 triu la, nhng i vi cc doanh nghip c qui m
nh hn, ngn hng s dng gi tr m khch hng mang li cho
ngn hng xc nh mt trong ba cp dch v khc: khng c
RM (ton b l cc dch v thng thng), mt nhn vin qun l
khch hng, l ngi qun l cc doanh nghip c qui m nh hn
theo nhm, hoc mt RM trc tuyn, l ngi ch yu cung cp dch
v qua mt trung tm lin lc qua in thoi.
Khng phn bit gii tnh
Standard Chartered cam kt khng phn bit gii tnh, k c vi i
ng nhn vin trong ni b ngn hng (46 phn trm l nhn vin
n) v bn ngoi vi khch hng (bao gm c nhng ph n s hu
v qun l th trng SME). Standard Chartered thnh lp mt Hi
ng Ph N Theo Nhm khuyn khch p dng cc phng
thc hiu qu nht v a dng ha v hi nhp gii tnh, ng h cc
chin lc v nhn vin, khch hng v cng ng ca ngn hng.
Kt qu trng tm chin lc ca ngn hng trong lnh vc ny bao
gm tng s lng sn phm dnh ring cho ph n, trong bao
gm cc khon vay dnh ring cho cc n doanh nhn. Ngn hng
dnh 700 nhn vin n, tng ng vi 38 phn trm nhm
SME, cung cp dch v ngn hng SME. cp a phng,
ti Bangladesh, Standard Chartered c biu dng nh thit
lp mt chng trnh vay tr gp cho doanh nghip mang tn
Orjon dnh ring cho cc ph n l ch doanh nghip SME.
Cc Bc Tip Theo: Qun L Quan H Khch Hng Ton Cu
cng c tt hn s c mt trn th trng quc t, c bit l
trong vn thc y hot ng ngoi thng, Standard Chartered
ang trong qu trnh pht trin mt h thng qun l quan h
khch hng (CRM) ton cu v ton din. Vic ny s gip ngn
hng c th nh ch ha v h tr y cc dch v cung cp
cho khch hng trn ton th gii, vi cc SME hot ng v giao
dch trn th trng quc t, cng nh trn cc ng dy dch v,
v d nh qun l c phn t nhn v cho vay SME.
u im ca Standard Chartered l thnh phn nhn s a dng phn nh thnh
phn khch hng v cc cng ng ni chng ti hot ng. Chng ti tin rng chng
ti cng c kh nng dn u v mc a dng gii tnh.
Joanna Fielding, Gim c ti chnh, Ngn hng Standard Chartered Trung Quc. kim ch tch Hi ng Ph N Theo Nhm
0
100
200
300
400
500
600
H1 2008 H1 2003
H1 2008
230
150
180
600
CAGR
40%
40
H1 2003
110
Hi oi
Cho Vay
Vn Kinh Doanh
& Vn Hot ng
Qun L Tin Mt
& Thanh Ton
Tt c cc sn
phm SME
Thu nhp t SME ca Standard Chartered (triu la)
tng gn su ln trong vng 5 nm
Ngun d liu: Cc bui trnh by cho nh u t do SCB thc hin;
Lu rng iu ny bao gm c vic tng trng hu c v v c
Qun L Thng Tin v Kin Thc
Dch v ngn hng SME hot ng bn vng i hi cc ngn
hng phi qun l hiu qu thng tin v kin thc cc ngn
hng cn phi ch rt kinh nghim v p dng kinh nghim ny
vo chu trnh hoch nh chin lc cho hot ng SME. Kinh
nghim ny l c bit quan trng v dch v ngn hng SME l
mt ngnh mi v nng ng. Cc chuyn gia khng c nhiu, v
cc phng php th v ng cn t hn na. Cc c hi quan
trng ang ch nhng ngn hng khm ph c nhng iu
mi m v th trng ny. Cc cng c chnh to iu kin khm
ph th trng ny l cc h thng cng ngh thng tin (IT) v
thng tin qun l ca khch hng. Trn thc t, kh nng k thut
phn tch d liu vi s lng ln khch hng l mt cht xc
tc quan trng khc phc vn kinh doanh dch v ngn
hng SME c sinh li. Vic qun l hiu qu thng tin v kin
thc lin quan ti vic p dng c t chc cc cng c ny ci
tin hot ng ca ngn hng.
Mt ngun hc hi kinh nghim ngn hng cn bn c th l rt
nhiu d liu m cc khch hng SME hin ti ca ngn hng
cung cp. Vic phn tch thch hp d liu ny cng c th to ra
cc thng tin hu ch v nhng g mang li hiu qu trong cc
hot ng SME ca ngn hng. Kt hp vi kinh nghim ca
nhn vin ngn hng trong vic phc v th trng SME, thng
tin ny c th tr thnh mt kin thc v cch duy tr v pht
trin cc hot ng sinh li. Do , hai tr ngi chnh i vi vic
qun l thng tin v kin thc l (1) pht trin c s h tng
(cc cng c v h thng) thu thp v phn tch thng tin, v
(2) pht trin kh nng (cc k nng v qui trnh thc hin)
bin thng tin thnh kin thc v iu chnh cc hot ng mt
cch tng ng.
Tr ngi u tin trong s cc tr ngi ny c th phc tp v
mt k thut v n bao gm cc h thng d liu thch hp trong
tt c cc chc nng ca ngn hng v khong cch a l. Tr
ngi ny cng c th r rng nht, v phn cng v phn mm
cn thit cho cc h thng qun l thng tin hiu qu c th
thiu, c bit l cc th trng mi ni, hoc r rng khng
c phi hp gia cc a im ngn hng. V d, khi cc h
thng d liu chi nhnh khng c tp trung hp nht, nhiu
ngn hng khng th xc nh y c danh sch khch
hng SME ca mnh.
Tr ngi th hai l vic bin thng tin thnh kin thc, trong
bao gm vic nhn bit cc yu cu kinh doanh thch hp ca
cc h thng ny, c th d b qua hn; tuy nhin, cc chuyn
gia dch v ngn hng SME coi tr ngi ny l quan trng hn.
H nhn mnh: Cc h thng IT thc s ch l cc cng c. Cc
ngn hng c th u t nhiu tin vo trong cc h thng
nhng mt h thng s khng hu ch nu khng bit thng
tin no m h nn ly ra t h thng . Vic bit p dng hiu
qu cc h thng IT v MIS c th kh khn hn l ch s dng
cc h thng .
Hnh 37: Thm ch trong s cc ngn hng hng u,
vic phn tch kh nng sinh li cng c th kh khn
Nng lc phn tch v kh nng sinh li ca cc ngn hng tham
gia cuc nghin cu kho st Tiu chun So snh
P
h
n

k
h
c

t
h

t
r
n
g

S
E
P
h
n

k
h
c

t
h

t
r
n
g

M
E
0 5 10
Product
Business unit
Branch
Individual client
Client segment
Product
Business unit
Branch
Individual client
Client segment
0 5 10
Sn phm
n v kinh doanh
Chi nhnh
Khch hng c nhn
Phn khc th
trng khch hng
Sn phm
n v kinh doanh
Chi nhnh
Khch hng c nhn
Phn khc th
trng khch hng
FS y P&L Ch c thu nhp Khng c g
53
Cc Phng Php Thc Hin
Cc phng php m cc ngn hng p dng qun l thng
tin v kin thc c th c phn chia theo cc chc nng chnh.
Mt s chc nng quan trng nht trong s ny l (1) xc nh
m hnh ri ro v gim st danh sch khch hng, (2) qun l
quan h khch hng, v (3) phn tch kh nng sinh li.
Cc ngn hng thng theo di v gim st d liu vay rt thun
thc. D liu khch hng nh vy l cn thit nh gi ri ro,
pht hin cc du hiu cnh bo ban u (EWS) v kh nng
v n, v thit lp cc m hnh tnh im tn dng trong ni
b. Cng nh vic qun l kin thc ni chung, cc ngn hng
hng u lp ring cc nhm nhn vin gim st cht ch,
phn tch v p dng thng tin v cho vay. iu ny c ngha l
mt ban ph trch ri ro tn dng c thm quyn iu chnh cc
chnh sch tn dng cho ph hp cc xu hng trong d liu
khch hng. Hoc, cp chuyn mn hn, mt s ngn hng
thu cc nhm EWS v coi h l b quyt qun l danh
sch khch hng mt cch hiu qu.
80

Cc ngn hng thng thy kh khn hn khi theo di v s
dng thng tin v khch hng cp trung tm. Thng tin ny
c coi l cha kha bn sn phm cho, cng nh ci tin
cc sn phm v dch v. a s cc ngn hng u c cc h
thng theo di d liu khch hng quan trng, nhng thng
b c lp do cc knh phn phi, cc chi nhnh hoc cc khu
vc ngn hng. V d, ti khon u t ca mt khch hng
bn l c th khng c lin kt vi khon vay cp cho doanh
nghip nh m ng ta hoc b ta s hu. khc phc nhng
vn ny, cc ngn hng p dng cc h thng CRM tp
trung trung tm v c th tip cn trn ton h thng.
Chc nng quan trng th ba ca qun l thng tin l phn tch
chi tit v kh nng sinh li. Nh tho lun trong phn trc,
cc ng dng ca phng php phn tch ny bao gm xem xt
tng th kh nng sinh li ca khch hng i vi tt c cc sn
phm bit mc hiu qu ca mt chin lc kt hp hoc
mc hiu qu ca phng php dch v. Cc ngn hng cng
cn phi xem xt kh nng sinh li ca mt phn khc th
trng nht nh, mt chi nhnh, c nhn mt sn phm hoc
ton b mt n v doanh nghip va hoc nh (Hnh 37). Tuy
nhin, ngay c mt s ngn hng hng u trong th trng
SME cng thiu mt hoc nhiu kh nng ny.
Vic qun l thng tin v kin thc hiu qu thng th hin khi
thng tin c lin kt trc tip vi cc hot ng ci tin mi
cp trong t chc. Ni cch khc, thng tin dnh cho cc quyt
nh quan trng phi c sn v nhn vin phi bit cch s
dng thng tin . iu ny c th thc hin c bng cch lm
ngc li, t vic ci tin theo mc tiu cho ti d liu s thu
thp. V d, Ngn Hng Standard Chartered ang tm cch u
t cho s hin din ca mnh ti 30 quc gia v m rng hot
ng dch v thng mi bng cch phc v hiu qu hn cc
khch hng trn ton th gii. H ang trong qu trnh a ra
mt h thng CRM ton din trn ton th gii, cc RM cc
quc gia khc nhau c th cung cp dch v nht qun cho cc
SME hot ng trong c hai lnh vc. Standard Chartered cng
lin kt hot ng qun l kin thc trc tip vi cc bin php
nh gi kt qu cng vic c th, v d nh thi gian hon tt
cho ton b qui trnh cho vay. Mc tiu lin tc ci tin c cu ny
mang li mt m hnh tp hp thng tin v tm hiu cch thc
thc hin. Vic ny vt qu khi nim phn tch d liu hc
cch ph bin cc phng thc thc hin tt nht t mt b
phn ngn hng ny sang b phn khc.
Mt s hot ng u t pht trin kin thc phi mt rt nhiu
thi gian mi mang li kt qu. Khi Wells Fargo bt u p dng
phng thc hot ng cho vay doanh nghip nh hng u ti
Hoa K, h dnh nhiu nm lp danh sch khch hng mt
cch thn trng, ch trng ti vic thu thp d liu cn thit
xc nh cc mi quan h v mt thng k. iu ny c ngha l
nhn bit ngay t u nhng d liu no s hu ch v sau kin
tr thu thp v phn tch d liu . Cui cng, ngn hng pht
trin cc m hnh thng k mang li li th cnh tranh cho ngn
hng trong nhiu nm sau. Tuy nhin, kt qu ny khng chm
dt qu trnh hc hi. Ngy nay, khi nhn li, trng ban ph
trch dch v ngn hng doanh nghip nh ca ngn hng ny
tha nhn: Chng ti quen ph thuc gn nh ch yu vo cc
m hnh thng k. Gi y, cc cn b ph trch cho vay ca
chng ti trc tip xem xt d liu nhiu hn.
cp thc t, mc d cc h thng IT ch l cng c, cc ngn
hng khng nn nh gi thp tm quan trng ca vic thit
lp cc cng c ny qun l hiu qu thng tin v kin thc.
Dch v ngn hng SME l hot ng kinh doanh da trn
doanh s v thng i hi phi c cc cng c bn l. V vy,
Cc h thng IT thc ra ch l cc cng c. Cc ngn hng c th u t nhiu tin
vo cc h thng nhng mt h thng s khng tin ch nu khng bit nn ly ra
thng tin no t h thng .
ban lnh o cp cao ca ngn hng phi coi cc bin php u t
cng ngh thng tin nh l mt phn hot ng kinh doanh
nng ct v bit r h thng IT v MIS c th mang li nhng li
ch g v kha cnh dch v khch hng, cung cp sn phm,
hiu qu chi ph, v li th cnh tranh ni chung. Ngoi cc vn
khc, c cu phn cng cn bo m vic thng tin lin lc tc
thi v hiu qu vi cc chi nhnh ngn hng, tp trung ha d
liu khch hng v d liu k ton kt hp ngay tc th,
ng thi phn chia tha ng qui trnh x l thng tin gia cc
my ch trung tm v my ch chi nhnh. C cu phn mm cn
linh hot p ng cc nhu cu ngy cng tng ca khch
hng v c tch hp y sao cho cc d liu nm mt ni.
Cn bo m vic thu thp v lu tr an ton d liu v khch
hng v ti khon gip thit lp cc cng c qun l ri ro
v CRM. Vi cc h thng IT cn thit c sn, mt chin lc
qun l thng tin hiu qu c th gip cc ngn hng i trc
trn th trng, v bo m s pht trin cng nh kh nng
sinh li trong tng lai.
Cung cp Dch V Ngn Hng cho Th
Trng SME
Mc d khng c mt cng thc duy nht cung cp dch v ngn hng SME thnh cng,
c nhiu bi hc v cc phng thc thc hin hiu qu p dng cho nm lnh vc chin
lc: (1) chin lc, ch trng ti SME v kh nng thc thi; (2) phn khc th trng,
cc sn phm v dch v; (3) vn ha bn sn phm v cc knh phn phi; (4) qun l ri
ro tn dng; v (5) IT v MIS. Cc ngn hng mun p dng cc bi hc ny, khi xm nhp
hoc m rng hot ng ca mnh trong th trng SME, cn tun theo qui trnh xm
nhp th trng bt u t vic hiu c hi trong th trng SME v kt thc bng vic thit
lp mt k hoch chin lc v thc hin. hiu c hi v tm hiu bi cnh cnh tranh,
cc ngn hng c th tin hnh nh gi th trng. xc nh cc u im v nhc
im, v gip lp k hoch thc hin, cc ngn hng c th s dng mt cng c chn
on kim tra hot ng, v d nh b Chn on Dch v Ngn Hng SME ca IFC
(M hnh CHECK). CHECK nh gi cc hot ng theo nm lnh vc chin lc trong
ngnh dch v ngn hng SME.
V Cun Cm Nang Kin Tc ny c trnh by chi tit, nhiu ngn hng thit lp cc phng
thc gip h tn dng c hi m th trng SME mang li. Do , qui trnh xm nhp hoc m
rng hot ng trong phm vi th trng SME cho cc ngn hng khc c minh ha r rng.
Cc ngn hng c chin lc tham gia th trng c th (1) hc hi t cc bi hc kinh nghim hin
ti ca cc ngn hng khc, (2) i theo mt qui trnh r rng xm nhp th trng hoc m rng
hot ng, v (3) p dng cc cng c hin ti hiu r c hi v nh gi cc hot ng dch v
ngn hng SME ca h.
Cc Bi Hc Kinh Nghim t Dch V Ngn Hng SME Hin Nay
Kinh nghim ca cc ngn hng phc v SME trong mi giai on ca chui gi tr mang n rt
nhiu bi hc mi cho cc ngn hng mun gia nhp th trng SME mt cch bi bn. iu ny
dn dn gip IFC xc nh c m hnh ring l b Chn on Dch v Ngn Hng SME
ca IFC (M hnh CHECK) Tiu chun So snh cc hot ng dch v ngn hng SME.
Tnh cng trong hot ng dch v ngn hng SME i hi ngn hng phi thit lp c phng
php ring nm bt c hi v tn dng cc nng lc ring ca mnh. Tuy nhin, kt qu ch yu
ph thuc vo vic to ra doanh thu (thu nhp cao hn), cht lng ti sn (ri ro thp hn) v hiu
qu hot ng (chi ph thp hn). Trong trng hp dch v ngn hng SME, nm lnh vc chin
lc to nn tng p dng hiu qu cc bin php ny (Hnh 38):
Chin lc, ch trng ti SME v kh nng thc hin
Phn khc th trng, cc sn phm v dch v
Vn ha bn sn phm v cc knh giao hng
Qun l ri ro tn dng
IT v MIS
Mt s lnh vc chin lc ny lin quan ti cc hot ng ca ngn
hng dc theo ton b chui gi tr, trong khi cc lnh vc khc li
ch trng ti cc giai on c th. Hnh 39 cho bit nm lnh vc
chin lc i vi cc giai on tng ng trong chui gi tr dch
v ngn hng SME. Kt hp li, nm lnh vc ny to ra mt m
hnh c rt kinh nghim t cc bi hc t cc ngn hng v
cc nh quan st trong ngnh. Qua vic p dng cc bi hc kinh
nghim ny, cc ngn hng c th thit k v p dng hiu qu hn
phng php ring ca mnh phc v th trng SME.
Chin Lc, Ch Trng ti Th Trng SME v Kh Nng
Thc Hin
Cc ngn hng phc v th trng SME thnh cng thit lp
c cc m hnh kinh doanh nu bt cc c im ring bit ca
cc SME m h phc v. S nu bt ny v vai tr ca n i vi
cc ngn hng phc v th trng SME, t hoch nh cho ti
thc hin, l nn tng ca lnh vc chin lc u tin. Mt
phng php dnh ring cho SME l r rt trong tt c mi hot
ng, t danh sch sn phm ca khch hng cho ti vic cc ch
doanh nghip SME c cm thy c coi trng khi h ti mt chi
nhnh ngn hng no hay khng. Bi hc chnh thu c t
kinh nghim t cc ngn hng thnh cng l cc ngn hng
phi b qua cc phng php thng thng iu chnh thch
nghi vi th trng. iu ny c ngha l h phi:
Xc nh mt chin lc c th cho SME . Mt chin lc c
th cho SME v k hoch thc hin phn nh kin thc hiu
bit v cc mc tiu v quan im hot ng ca ngn hng,
cc phn khc th trng mc tiu, li th cnh tranh v nhn
nhn gi tr, cc nng lc ni b cn thit p dng, v cc h
thng qun l cn c thit lp. Mt phn quan trng ca
chin lc ny l to ra mt nh ngha ca ngn hng v th
trng SME da trn cc phn khc th trng mc tiu.
iu chnh c cu t chc ngn hng phc v th trng
SME. Vic ch trng ti th trng SME c lin quan ti c
cu, nhn s v cc h thng ca ngn hng. C th tp trung
mnh vo SME bng cch dnh ring cc ban ngnh v nhn
s phc v phn khc th trng SME nhm thc hin tt
c cc chc nng chnh t bt u hot ng cho ti h tr.
Bo m ban lnh o ngn hng hiu v thc thi chin lc
SME . Phc v th trng SME thnh cng i hi phi u
t chin lc cc ngun lc v n lc ca ngn hng. Vic ny
s i hi s tham gia v kh nng lnh o ca ban lnh o
cp cao. Ban lnh o s chu trch nhim p dng cc th tc
qui trnh v cc c cu khuyn khch cn thit ngn hng p
dng hiu qu chin lc SME.
Hc cc k nng cn thit . Dch v ngn hng SME lin quan
ti mc doanh s cao hn l dch v ngn hng dnh cho cng
ty c qui m ln, v cc cp dch v su hn ngnh dch v
ngn hng bn l. Cc k nng cn thit v d nh qun l bn
sn phm, kin thc SME v dch v khch hng thng
khng ging nh k nng ca mt chuyn vin ngn hng thng
thng. Cc ngn hng hot ng hiu qu thng u tin tuyn
dng, hun luyn v pht trin nng lc ca nhng nhn vin c
cc k nng ring bit v cn thit v th trng SME.
Hnh 38: Nm lnh vc chin lc to nn tng cho hot ng dch v ngn hng SME
Ngun d liu: b Chn on Dch v Ngn Hng SME ca IFC (M hnh CHECK)
To Doanh
Thu
Cc th trng
v sn phm
Qun l ri ro
tn dng
IT v MIS Bn hng v
cc knh
phn phi
Cht
Lng
Ti Sn
Kt Qu
Dch V
Ngn Hng SME
Hiu Qu
Hot ng
Chin lc, ch trng ti SME v kh nng thc thi
57
Hnh 39: Xc nh v tr ca nm lnh vc chin lc CHECK trn chui gi tr dch v ngn hng SME
Hiu th
trng SME
Pht trin cc sn
phm & dch v
Tm & sng lc cc
khch hng SME
Phc v khch
hng SME
Qun l thng tin
& kin thc
4. Qun l ri ro tn dng
5. IT & MIS
1. Chin lc, ch trng ti SME & kh nng thc thi
2. Phn khc th trng,
cc sn phm & dch v
3. Vn ha bn hng & cc knh phn phi
Phn Khc Th Trng, Cc Sn Phm v Dch V
Cc m hnh dch v ngn hng SME hiu qu khng da trn
mt phng php duy nht phc v tt c cc khch hng
SME. Tay vo , cc m hnh hiu qu nhn bit tnh a dng
ca th trng v phn khc khch hng mt cch tng ng.
Tng thng, h p dng cc sn phm v dch v khng da
trn quan im bn l cho cc SME c qui m nh hn, v dch v
ngn hng dnh cho cng ty ln cho cc SME c qui m ln v
phc tp hn. T hin kin thc hiu bit v nhu cu ca SME,
cc ngn hng hng u vt trn phm vi doanh thu cho vay
trc tip khi xc nh gi tr m khch hng mang li cho ngn
hng v cung cp rt nhiu sn phm phn nh kin thc ca h.
Cc bi hc chnh trong lnh vc chin lc th hai l:
Xc nh cc th phn trng tm u tin . Cc ngn hng c
th phc v mt s phn khc trong th trng SME v thu li
nhiu hn da trn tnh cht c hi, bi cnh cnh tranh v
cc u im cng nh nhc im ring ca ngn hng .
Vic phn tch nhm khch hng hn hp hin ti ca ngn
hng cng c th gip ngn hng quyt nh s phc v
phn khc th trng no.
S dng phng php phn khc th trng iu chnh
cc qui trnh. ti a ha cht lng dch v v hiu qu chi
ph, cc ngn hng phi iu chnh vic phn khc th trng
theo dng khch hng v gi tr ca khch hng i vi ngn
hng. Cc c hi ri ro v nhu cu ti chnh c th khc nhau
ty theo cc c im nh ngnh, c cu quyn s hu, thi
gian hot ng ca doanh nghip v mc ph thuc vo
hot ng ngoi thng.
Cung cp hng lot cc sn phm, ngoi dch v cho vay . Cc
khon vay thng khng phi l ng c chnh thu li t dch
v ngn hng SME, m c th s dng hiu qu nht di dng
phng tin thu ht v gi khch hng. Doanh thu cao t vic cung
cp hng lot cc sn phm gia tng gi tr v c kt hp hiu
qu trong bao gm c cc sn phm k thc v giao dch
phn nh tm nhn su rng v cc nhu cu ca khch hng.
Xy dng cc k nng pht trin sn phm . Cc k nng ny l
cn thit to gi tr vng chc trong hng mc sn phm
cung cp cho cc khch hng mc tiu, v v pha ngn hng, to
iu kin n gin ha v tiu chun ha tit kim chi ph.
Vn Ha Bn Hng v Cc Knh Phn Phi
Cc ngn hng hng u chuyn t phng thc qun l
quan h thng thng trong vic cung cp dch v ngn hng
SME. Tay vo , h p dng cc phng thc thng dng,
ng thi ch trng hn ti doanh s bn sn phm. iu ny
thng c th hin bng cch tch chc nng bn sn phm
ra khi dch v khch hng, cng nh tch khi hot ng
thm nh. Cc bi hc kinh nghim t cc ngn hng ny l:
Xc nh v th ca t chc ch trng ti hot ng bn
sn phm. nh hng bn sn phm c phn nh trong
cch thc qun l cc hot ng dch v ngn hng SME thnh
cng, cc tiu ch tuyn dng v c cu t chc. Cc trch
nhim i vi cc cng vic h tr vn phng v pht trin
kinh doanh c tch ring vi cc c ch tm s cn bng
thch hp gia bn sn phm v ri ro.
Ch ng tm khch hng . Tm quan trng ca kt qu bn
sn phm trong hot ng dch v ngn hng SME c ngha l
cn phi ch ng tm khch hng; cc ngn hng khng th
ngi ch khch hng tm n mnh. Vic p dng thnh cng
phng php ny i hi phi tp hp v tm kim cc d liu
th trng bn trong v bn ngoi, v tun theo mt qui trnh
c sp xp cht ch bo m tip cn tt c cc khch
hng tim nng.
Bo m tnh hiu qu ca mng li chi nhnh di hnh
thc knh phn phi. Cc SME thng hay la chn ngn
hng ca h nht da trn khong cch ca chi nhnh. V cc
chi nhnh l mt knh phn phi quan trng nhng c th tn
km, cc ngn hng cn ti a ha hiu qu bng cch tp
trung cc chi nhnh vo hot ng bn sn phm v dch v
khch hng, tp trung ha cc chc nng h tr vn phng, v
chuyn mn ha cc chi nhnh hoc nhn s p ng nhu
cu ca cc phn khc th trng trng tm u tin.
S dng cc knh phn phi chi ph thp . Cc knh phn phi
c chi ph thp v d nh tip th trc tip, giao dch ngn
hng qua Internet, cc trung tm lin lc qua in thoi, cc
trung tm cp th v dch v ngn hng ti im bn u l
nhng cch phc v khch hng hiu qu v tit kim chi ph.
Cc ngn hng hng u c th pht trin cc knh ny v to
ra cc ng lc khuyn khch khch hng s dng cc dch
v .
Ti a ha hot ng bn sn phm cho v khuyn khch
pht trin cc mng li SME. Vic bn sn phm cho lm
tng doanh thu tnh theo mi khch hng. y l mt cch tit
kim chi ph tng doanh thu v n ph thuc vo cc mi
quan h hin ti thay v c gng tm cch bn cho cc khch
hng tim nng mi. Cc mng li lin kt SME v cc ch
s hu khch hng, nh cung cp v nhn vin ca h l cc
ngun to doanh thu. Vic bn sn phm cho ch trng ti
phng php tp trung vo khch hng thay v tp trung vo
sn phm to li nhun.
Qun L Ri Ro Tn Dng
Cc ngn hng c cc hot ng SME thnh cng t b cc
phng php thng thng v ri ro tn dng, chuyn t vic
gim thiu sang qun l. Cc ngn hng thy rng h c th a
cc mc bo him ri ro vo gi, v h khng cn phi da hon
ton vo hnh thc cho vay da trn quan h hoc ti sn th chp
bo m cc khon vay. Cc ngn hng hng u ang tm
cch s dng d liu SME c sn b vo vic thiu thng tin ti
chnh y . Cc bi hc kinh nghim v qun l ri ro tn dng,
lnh vc chin lc th t, gm c:
Tch ri qun l ri ro vi cc chc nng bn sn phm .
Cc ngn hng s dng nhiu m hnh tch ring chc
nng x l h s khon vay, thm nh v phn b vn. Cc
m hnh ny thng khc nhau, tuy nhin, u c chung mt
thc t l c nhn s v cc qui trnh c th dnh ring
nh gi ri ro v tch ring vi hot ng bn hng. Hnh
thc tch ring cng c th p dng c trong mt mi
trng phn ha, qua h thng ra quyt nh t ng (xem
phn di).
u t vo kh nng thm nh . Tm hiu cch xc nh ri
ro ca th trng SME khi khng c thng tin y l mt
qui trnh tn thi gian v i hi phi tch ly d liu. Vic
thm nh cho cc khon vay cho SME thng i hi nhiu
dng d liu kt hp, trong bao gm c cc ngun thng
tin khng chnh thc. Khi mt ngn hng pht trin kin
thc (v cc m hnh thng k) v ngnh ny, kh nng d
on ri ro tn dng ca h s tng ln.
T ng ha hot ng gim st danh mc . Cc h thng d
liu hiu qu c th gip cc ngn hng gim chi ph bng
cch gim st danh mc da trn cc du hiu cnh bo ban
u t ng.
u tin mc hiu qu v qun l cc khon n km . Cc
ngn hng c th phn ng nhanh vi cc du hiu cho thy
c cc khon vay rc ri bng cch coi y l mt chc
nng quan trng ca dch v khch hng hiu qu c th
trnh c cc tn tht ng k.
Pht trin v s dng cc cng c lp m hnh ri ro . Cc
ngn hng hng u pht trin cc m hnh thng k gip
tng cng kh nng ca h trong vic c tnh ri ro i vi
th trng SME. Cc cng c ny thng c pht trin da
trn d liu danh sch khch hng tng hp, gip bo m
vic thm nh tn dng mt cch nht qun v khch quan,
v cng c s dng nh gi, p dng cc chng trnh
khuyn khch, cc c quan chc nng v cho vay, nh gi
kh nng sinh li v phn b vn kinh t.
IT v MIS
phc v hiu qu th trng SME, cc ngn hng phi iu
chnh li hoc kim tra k lng cc h thng IT v MIS cc
thng tin thu thp v phn tch c th gip h ra cc quyt nh
kinh doanh v h tr cc qui trnh cng nh cch thc p ng.
V d, ngoi cc vn khc, cc h thng IT cn gip cc ngn
hng nh gi kh nng sinh li cp phn khc th trng
khch hng, sn phm v khch hng. Tng tin ny gip nhng
ngi ra quyt nh chnh bit cc dng sn phm no ngn hng
nn cung cp v nn ch trng ti i tng khch hng no. Cc
bi hc chnh thu c t kinh nghim s dng h thng IT v
MIS ca ngn hng l:
Hiu v coi trng vai tr ca IT v MIS . V dch v ngn hng
SME l ngnh kinh doanh da trn doanh s, IT v MIS tr
thnh mt phn rt quan trng i vi dch v khch hng,
pht trin sn phm, tit kim chi ph v li th cnh tranh ni
chung. cc ngn hng hng u, ban lnh o coi cc khon
u t cho IT l rt quan trng i vi hot ng kinh doanh
nng ct.
Xy dng c cu phn cng v phn mm thch hp . Ngoi
cc chc nng khc, c cu phn cng ca ngn hng nn to
iu kin lu tr d liu khch hng v k ton tp trung
59
mt ni v thng tin lin lc hiu qu gia cc chi nhnh. C
th l, cc d liu khch hng tng hp v c tp trung ha
l rt quan trng hiu khch hng v nhn bit c hi t cc
khch hng hin ti. Vic ny cng i hi s dng cc b
phn phn mm trnh trng lp d liu.
u tin kh nng phn tch . C cu d liu l rt quan trng
h tr mt nn vn ha ch trng ti kt qu cng vic;
mt phng php lng ha qun l ri ro; v cc nng lc
CRM, trong bao gm phn khc th trng, tip th trc
tip v ti u ha cc knh phn phi. V cc mc ch ny,
cc ngn hng phi c kh nng thu thp v phn tch d liu,
v cung cp cc ti liu phn tch v thng tin d liu cho
nhn vin iu hnh.
Khi u: Xm Nhp hoc M Rng Dch V
Ngn Hng SME
Cc im chnh trong mc 4.1 tng hp cc bi hc thu c t
kinh nghim dch v ngn hng SME hin nay. Tuy nhin, vn
cn mt cu hi b ng l cc ngn hng nn p dng nhng bi
hc ny nh th no. Cc bc xm nhp hoc m rng cc
hot ng dch v ngn hng SME thnh cng l g? Cc ngn
hng c th gii p cu hi ny bng cch s dng mt qui trnh
khi u n gin bao gm nm im khi tm cch xm nhp
hoc m rng hot ng vo th trng SME. Qui trnh ny bt
u bng (1) hiu c hi trong th trng SME v (2) tm hiu
tnh hnh cnh tranh bit cc nhu cu v dch v ngn hng
SME hin ang c p ng nh th no. Mt khi hiu r v
Khuyn khch h tr bn ngoi: Ngn hng NBD
hp tc vi IFC v Cc T Chc Ti Chnh Quc T
(IFI) khc
c thnh lp vo nm 1992, Ngn hng NBD l mt ngn
hng khu vc ca Nga, ch trng ti th trng SME. Ngn
hng ny th hin s tng trng bn vng, cho d ang phi
i mt vi tnh hnh khng hong ti chnh nng n, trong
bao gm c cuc khng hong ti chnh Nga nm 1998
v cuc khng hong ton cu hin ti (2009). Ngoi cc tiu
chun thm nh nghim ngt lin quan ti vic phn tch k
cng ty khch hng, NBD cn c gng pht trin bn vng
qua vic hp tc vi cc nh ch ti chnh quc t (IFI), v d
nh IFC.
Cc ngn hng c qui m nh hn c th gp rc ri trong
vic cp cc khon vay di hn cho th trng SME c vn t
cc khon k thc ngn hn. V php lut Nga cho php cc
khch hng doanh nghip rt cc khon k thc c thi hn
vo bt c lc no, NBD cn phi gim thiu nguy c thiu
vn lun chuyn. Ngn hng c gng tng vn di hn,
ch trng ti cc IFI nh l mt bc m gy qu trong
cc th trng vn thng mi. NBD tm cch tip cn cc
t chc IFI, v d nh Ngn Hng Ti Thit v Pht Trin Chu
u v Cng Ty Ti Chnh Pht Trin H Lan, v hp tc vi
IFC k t nm 2001. Cc IFI chim 40 phn trm ngn qu hin
ti ca ngn hng. Mt s cung cp cc khon vay kt hp,
trong ngn qu IFI c b sung bng ngn qu ca cc
nh u t thng mi.
S h tr ca IFC i vi Ngn hng NBD khng ch dng
li vic cp vn, m cn bao gm c vic tr gip v hun
luyn v IT v MIS vi cc khon u t tit kim nng lng.
Trong trng hp sau, IFC gip NBD nhn bit cc d n
tim nng, tnh ton cc mc tit kim nng lng c th
t c nh gi kh nng tng li nhun ca khch
hng, v m mt dy chuyn kinh doanh mi trong thi gian
thc hin qui trnh ny. Cng nh vi nhiu ngn hng, s
hp tc vi IFC gip ngn hng ni trn d gom vn hn
t cc ngun khc, v cui cng l thay th cc khon u
t IFI.
Danh mc vay SME ca Ngn hng NBD tng t $170 triu
trong thng Mi Hai 2006 ln $250 triu vo thng Mi
Hai 2008.
c hi th trng SME, cc ngn hng c th (3) nh gi cc
nng lc v li th cnh tranh ring ca mnh, v (4) nhn bit
cc tr ngi tim n i vi vic xm nhp th trng, cc ri ro
v yu t thnh cng nng ct. Cui cng, thc hin tng
bc chc chn, cc ngn hng nn (5) lp mt k hoch thc hin
chin lc, nhn bit cc ngun lc cn thit, v u tin hot
ng qun l v iu hnh m ngn hng cn phi thc hin,
theo trnh t thi gian.
Am Hiu C Hi SME
Nh cp trong phn trc v s c tho lun chi tit
trong mc sau, bc u tin l hiu r v qui m th trng SME,
phn khc th trng, hng tng trng, xc nh cc c im,
nhu cu v u tin. Kin thc chi tit cp phn khc th trng
nh th ny gip ngn hng bt u nhn bit nhng phn khc
th trng no cn c u tin v cch thc phc v h mt
cch hiu qu nht. Cc cu hi cn t ra l
viii
:
Qui m v hng tng trng ca th trng SME mc tiu theo
phn khc th trng l g?
Cc c im nh ngha, nhu cu dch v ngn hng v cc u
tin theo phn khc th trng l g?
Da trn thng tin ny, nhng phn khc th trng dch v
ngn hng SME no ni ln nh l cc phn khc th trng c
th c u tin nhiu?
Tm Hiu Tnh Hnh Cnh Tranh
ix
Trc khi c th nhn bit cc phn khc th trng mc tiu,
kin thc thng tin c c v tnh hnh cnh tranh cn c kt
hp d liu th trng SME. Cc cu hi cn t ra l:
Nhng i th cnh tranh no phc v cc phn khc no ca
th trng SME v cung cp cc sn phm v dch v no?
Nhu cu dch v ngn hng SME c p ng nh th no, v
cc lnh vc dch v mnh hn v yu hn ca cc i th cnh
tranh l g?
Trong trng hp cc nhu cu SME c p ng, cc u tin
ca h c c p ng khng? Cc dch v m i th cnh
tranh cung cp cho th trng SME c th hin s sng to v
hiu qu xut sc khng?
C ng l cc nhu cu v u tin vn cha c p ng khng?
viii Lu rng y khng phi l danh sch cu hi y .
ix Cng c chnh gip cc ngn hng hiu c hi SME v tm hiu tnh
hnh cnh tranh l nh gi th trng. Mc 4.3 m t v mt phng thc
nh gi th trng SME v cc cu hi quan trng c mc gii p
chi tit hn.
nh Gi Cc Nng Lc Ring v Li Th Cnh Tranh
Bc tip theo m mt ngn hng cn thc hin l xem xt cc
hot ng ca mnh v nh gi nng lc bn thn so vi cc i
th cnh tranh. Hiu bit mc hot ng xut sc ca ngn
hng khng ch l lm tt m cn thc s t kt qu xut
sc s rt quan trng u tin cc phn khc th trng no
cn c ch trng, cc sn phm no cn cung cp v cch thc
cung cp sn phm. Cc cu hi t ra l:
Cc kh nng v nng lc chnh ca ngn hng chng ta l g?
Chng ta th hin kh nng xut sc thc s trong lnh vc no?
Da trn iu ny, v kin thc v cc u im ca i th cnh
tranh, chng ta c th cung cp sn phm no mt cch thch
hp nht?
Chng ta s phi cng c v ci tin cc hot ng trong nhng
lnh vc no, v lm th no t c iu ny?
Nhng tr ngi trong ni b m ngn hng chng ta phi i
mt khi tm cch xm nhp/m rng cc hot ng SME, v lm
th no khc phc cc tr ngi ?
Nhn Bit Cc Tr Ngi Bn Ngoi, Ri Ro v Cc Yu T
Thnh Cng Chnh
Mt bc quan trng, mc d thng b coi nh, l vic ch ng
nh gi ri ro v lp k hoch. Khng ch ngh v cc khch
hng SME tim nng, cc i th cnh tranh v nng lc ring
ca ngn hng, iu rt quan trng l cng phi tm hiu cc yu
t bn ngoi v bit r cc yu t c th nh hng ti s thnh
cng nh th no. Tm hiu v mi trng ti chnh, php l v
qui ch thng d dng hn nu lp k hoch trc. Cc cu hi
cn c t ra l:
Cc tr ngi cn gii quyt xm nhp th trng thnh cng
l g?
Cc ri ro bn ngoi cn ch ng gim nh l g?
12 ri ro bn ngoi hng u m cc ngn hng ca chng ta
i mt khi tm cch xm nhp hoc m rng dch v ngn hng
SME l g?
Hiu rng kt qu xut sc trong mi giai on ca chui gi tr
l mc tiu, danh sch nhng vic m ngn hng chng ta cn
phi thc hin ng phc v th trng SME thnh cng l g?
Lp K Hoch Thc Hin Chin Lc
Mt bc hot ng cui cng l lp mt k hoch thc hin sau
khi xm nhp hoc m rng vo th trng SME. C ba kha
cnh c bit quan trng trong k hoch ny: cc yu cu v
ngun lc, thi im v qui trnh. S thnh cng i hi chng ta
phi hiu rng khng phi tt c mi th u c th thc hin
ng thi v cch thc hin theo giai on thng l la chn tt
61
nht to iu kin hc hi ngay, ng thi khc phc nhc
im trong qu trnh thc hin. Cc cu hi m mt ngn hng c
th t ra khi lp mt k hoch thc hin lc l:
S cn phi c cc ngun lc no tn dng c hi dch v
ngn hng SME mt cch thnh cng?
Cch cn bng v chi ph c hi trin khai cc ngun lc
nhm thc hin n lc ny l g?
Chng ta nn nh thi gian v qui trnh cho k hoch xm
nhp hoc m rng th trng nh th no?
C th to ra nhng c ch no bo m l ngn hng
rt kinh nghim trong thi gian pht trin dch v ngn
hng SME?
Cc Cng C Tin Hnh Xm Nhp hoc M
Rng Th Trng
Nhiu cng c c th gip cc ngn hng tin hnh xm nhp
hoc m rng th trng. Hai cng c c bit hu ch l
(1) nh gi th trng SME, phng thc ny gip cc ngn
hng hiu cc c hi v tnh hnh cnh tranh, v (2) phng
tin tm hiu hot ng, gip nu bt cc u im v nhc im
ca ngn hng nh gi nng lc cng nh thit lp k
hoch xm nhp th trng. IFC thit lp cc phng php
thc hin cho mi dng cng c ny da trn kinh nghim
gip cc t chc cung cp dch v ti chnh phc v th
trng SME trn ton th gii. Ph Lc C cho bit cc ngn
hng mun phc v th trng SME c th hp tc vi IFC nh
th no. i vi phng thc tm hiu hot ng, IFC thit
lp b Chn on Dch v Ngn Hng SME (CHECK).
minh ha vic s dng cc cng c ny, phng thc nh
gi th trng SME ca IFC v m hnh CHECK c trnh by
chi tit trong phn di y. Cc phn trnh by ny tm hiu
chi tit hn v mt s bi hc chnh v cc bc trong qui trnh
khi u nh tho lun trong cc mc trc.
nh Gi Th Trng SME
nh gi th trng l mt phng tin chnh, qua cc
ngn hng c th hon thnh hai bc u tin trong qui trnh
khi u: hiu c hi SME v tm hiu v tnh hnh cnh
tranh. Vic nh gi c th c chia thnh ba phn: (1) cht
v lng ha nhu cu khch hng, (2) nh gi tnh hnh i
th cnh tranh, v (3) c tnh gi tr ca ngn hng trong vic
phc v th trng SME. Thnh phn th ba, c tnh gi tr
c hi, cng c th kt hp vi m hnh Kim Tra dch v
ngn hng CHECK v cc u im v nhc im ca ngn
hng c th cho bit vic nm bt c hi ca ngn hng s
tn km mc no.
Cht v Lng Ha Nhu Cu
Mc tiu u tin ca phng thc nh gi th trng l cht v
lng ha nhu cu i vi cc sn phm dch v ngn hng SME.
iu ny bao gm xc nh qui m, phn khc th trng v m
t th trng SME, cng nh xc nh c im nhu cu ti chnh
ca cc khch hng SME tim nng. Tng tin chnh cn t
c, da trn cng nhiu ngun d liu cng tt, l:
Cc nh ngha v SME Tu thp nhiu nh ngha khc
nhau v th trng SME c s dng ti quc gia hot ng, v
d nh cc nh ngha c s dng bi cc b ngnh chnh
ph, cc c quan chc nng iu hnh vay th chp, v cc c
quan chc nng iu hnh kinh doanh. Nu c th c, hy
a vo cc thng tin phn bit theo qui m v bt k s khc
bit no gia cc ngnh.
Qui m th trng Xc nh s doanh nghip SME, s ng
gp v cng n vic lm v GDP (cc mc thu nhp hng nm)
ca quc gia, tng cng cc khon k thc v cc khon vay
vi cc ngn hng v IFI cng nh cc thng s c tnh khc
v tim nng cho vay.
Tnh phn th trng Phn chia cc d liu thng k v qui
m th trng theo phn khc nh hn, trong bao gm qui
m cng ty, ngnh, a im a l, tnh trng php l, c cu s
hu v thm nin hot ng.
Cc xu hng th trng Nhn bit bt k xu hng quan
trng no trong th trng SME, trong bao gm c hng
tng trng, cc thay i v c cu, s pht trin sn phm, dch
v v knh phn phi, v cc thay i v qui ch bit trc.
Cc nhu cu ti chnh ca SME b sung d liu v tng
s cc khon k thc v cc khon vay SME, xc nh mt tp
hp mu th trng SME i din cho mi phn khc th
trng u tin. Kho st hoc phng vn th trng SME ny,
thu thp thng tin v tng gim c iu hnh cng ty , cc
c im ni chung ca cng ty, quan im i vi cc ngn
hng v cc nh cung cp dch v ti chnh khc, cc nhu cu
qun l ti chnh v cc cng c hin ang s dng, cc qui trnh
v cc cng c thanh ton cho cc nh cung cp v nhn vin,
qun l ti khon thu v bn n, v s dng cc dch v t vn
kinh doanh.
Ngoi vic thu thp cc thng tin ni trn v ton b th trng,
ngn hng c th b sung hnh thc phn khc th trng ny vi
vic tm kim d liu trong danh sch khch hng hin ti ca
mnh. iu ny bao gm c tnh c bao nhiu khch hng s
dng dch v ngn hng hin ti c th m cc khch hng SME
tim nng. Teo mt ngn hng hng u: Phn ln cc khch
hng s dng dch v ngn hng t nhn ca chng ti l cc ch
s hu SME.
81
Sau khi xc nh c qui m ca cc khch hng
SME hin ti, ngn hng c th phn khc v phn loi cc khch
hng ny theo c c im kinh doanh v nhu cu ti chnh theo
cch thc ging nh phn tch th trng tng th.
Vic tm hiu d liu ni b l c bit quan trng v cc khch
hng SME hin ti c th l ngun nhu cu ng k v cc sn
phm mi, v ngn hng c th tn dng li th cnh tranh vi cc
khch hng ny. V d, thng ch c mt s t phn trm nhng
ngi gi ti khon ngn hng SME (k thc) l nhng ngi ng
ra vay tin, v th trng SME vay tin thng rt cc khon vay t
ngn hng ni h gi cc khon k thc. Xem xt hot ng
nh gi th trng Ai Cp ca IFC,
82
trong cho thy 68 phn
trm SME l nhng ngi gi ti khon ngn hng (k thc),
nhng ch c 8 phn trm SME (12 phn trm s ngi gi ti
khon) l gi cc khon vay. Tm 18 phn trm khc (27 phn
trm s ngi gi ti khon) th hin mong mun vay vn trong
hai nm ti, th hin nhu cu tim nng cha c p ng cc
khch hng hin ti ca ngn hng (Hnh 40).
Cuc nh gi ny cng cho thy rng hn ba phn t khch
hng SME Ai Cp i vay u c c cc khon vay t cng
mt ngn hng ni h c cc khon k thc, do cng cng c
thm quan im rng nhu cu cha c p ng ca khch
hng SME (da trn danh sch khch hng hin ti ca ngn
hng) cho thy mt c hi ln c th tn dng c vi mc chi
ph thp.
nh Gi Tnh Hnh i Th Cnh Tranh
Trong trng hp nhu cu lin quan ti qui m th trng, mc
tiu th hai ca vic nh gi th trng nh gi tnh hnh i
th cnh tranh c lin quan ti th phn. Ngn hng nn hiu
mc p ng nhu cu SME ca cc i th cnh tranh, v vic
ny s xc nh c hi tham gia th trng ca ngn hng .
Ngoi ra, cng nn tm hiu cng nhiu cng tt v cch thc phc
v khch hng SME ca cc i th cnh tranh. iu ny s gip
ngn hng xc nh nhng g cc i th cnh tranh lm tt v
nhng g h cn thiu st, v s gip ngn hng nh ra chin
lc ring ca mnh v dch v khch hng v ni dung sn phm
cung cp.
Cc phng php nh gi ny gm c tin hnh cc cuc phng
vn i vi cc ngn hng cnh tranh v mua sm b mt c
ngha l lin quan ti vic ti cc chi nhnh ca i th cnh tranh
v ghi nhn cc quan st da trn mt b cu hi mc tiu. Cc
cuc phng vn c tin hnh vi mt nhm SME mu v cc
nhu cu ti chnh ca h, trong khun kh qui trnh nh gi nhu
cu, cng c th c s dng hiu r v cc ngn hng cnh
tranh. Tng tin v cc ti chnh cn cp khi nh gi tnh
hnh i th cnh tranh l:
Cch thc phc v khch hng ca i th cnh tranh Xem
xt cc nh ngha v SME ca cc ngn hng cnh tranh, cc
knh phn phi (v d nh cc chi nhnh bn l thng thng so
vi cc quy phc v SME c bit so vi cc trung tm kinh
doanh dnh ring phc v khch hng SME), c nhn vin
chuyn mn phc v SME hay khng, cc ti liu tip th cho
SME v quan im ni chung i vi th trng SME/s h tr
th trng SME.
Phm vi sn phm ca i th cnh tranh Xem xt phm vi
sn phm m cc ngn hng cnh tranh cung cp. Cc cu hi
c th t ra l:
H cung cp nhng sn phm c bit no cho th trng
SME, nu c?
H cung cp nhng dng sn phm tn dng no?
Cc c im ca cc chng trnh vay l g, v d, cc la
chn v tn sut tr gp, qui m vay v cc gii hn v thi
gian o hn, mc li sut v l ph?
Cc th tc xin vay v cc yu cu vay l g, v cc th tc ny
th hin nhng g v cch thc qun l ri ro tn dng ca
ngn hng ?
C cc sn phm k thc, giao dch v cc sn phm
no khc?
Quan im ca SME v cc ngn hng cnh tranh Ngoi
vic phng vn th trng SME mu v cc nhu cu ti chnh
ca h, cc cuc phng vn ny cng c th tm hiu v quan
im ca th trng SME v cc nh cung cp dch v ti chnh
khc trn th trng. V d, cc ngn hng nc ngoi c th
thnh cng mc d cung cp cc sn phm dch v ngn hng
t tin hn. Cc cu hi v l do ti sao th trng SME li sn
sng tr mc gi cao hn ti cc ngn hng ny c th l:
C phi l mt s dng kinh doanh, v d nh th trng
SME ch trng ti xut khu, thch lm vic vi cc ngn
hng nc ngoi hn hay khng?
Cc SME c c bit quan tm ti mt s sn phm hay
khng? Nu vy, l cc sn phm no?
Nhng yu t no khc v tnh cht ca cc ngn hng ny
l quan trng? Nhng yu t c th bao gm c nhn
vin n hoc nhn vin s dng nhiu ngn ng, gi lm vic
linh hot v kh nng khin th trng SME cm thy c
coi trng.
Quan im ca SME v ngn hng nh gi b sung cc
quan im thu thp c v cc ngn hng cnh tranh, mt
ngn hng cng nn tm hiu quan im ca SME v chnh sch
dch v ca cc ngn hng . Trong cc cuc phng vn nh
63
vy, mt ngn hng c th cung cp cho khch hng SME
mt danh sch Cc Dch V T Vn ca IFC | Tip Cn Ti
Chnh 63 ngn hng, trong bao gm bn thn h v hi cc
cu hi v vic mi ngn hng:
C uy tn cao hay khng?
Cc sn phm c ph hp vi nhu cu ca SME hay khng?
C mng li ATM ln khng?
C nhn vin am hiu cc nhu cu kinh doanh khng?
Vic thu thp thng tin so snh dch v ngn hng vi dch v
ngn hng ca i th cnh tranh, v tm hiu quan im ca
SME v cc sn phm ngn hng cung cp, s gip lm sng t
tnh cht ca c hi th trng c th p ng ngay v nu bt
nhng u im hoc nhc im. Ni cch khc, nu ch c rt t
cc t chc SME c quan im tch cc v ngn hng, vic ginh
c cc phn khc th trng ln c th kh khn hn. Xt
rng hn, mi hot ng ca qui trnh nh gi tnh hnh ca i
th cnh tranh s gip ngn hng hiu r hn v khch hng v
i th cnh tranh, v tng cng kh nng iu chnh v tr mt
cch chin lc, ng thi thit lp dch v khch hng ph hp
vi nhu cu ca khch hng SME .
nh Gi C Hi
Sau khi tm hiu v nhu cu ca khch hng v ngun cung cp
ca i th cnh tranh, mc tiu cui cng ca vic nh gi th
trng l kt hp thng tin c sn vo vic c tnh gi tr tim
nng ca c hi i vi ngn hng, v mt tng doanh thu v
li nhun. Mt dng n gin ha ca qui trnh ny vi cc
thng tin minh ha trong bn bo co Tnh hnh SME ti Ai cp
ca IFC (2004) c th bao gm cc bc sau y.
Lng ha s khch hng mi tim nng 1. Xc nh s khch
hng SME tim nng trong th trng mc tiu v c tnh
mc phn trm th trng m ngn hng c th phc v
c. V d, cuc nh gi th trng Ai Cp ca IFC c tnh
rng 5.000 SME vi 10200 nhn vin khu vc Alexandria v
cc ngn hng mi ch xm nhp th trng 40 phn trm
(2.000 SME).
83
iu ny cho thy 3.000 khch hng mi tim
nng (tip xc ln u) trong khu vc, khng tnh cc khch
hng hin c ti khon ngn hng. Quan im ca th
trng SME tham gia kho st i vi ngn hng, nng lc ca
cc i th cnh tranh trong khu vc ny, v cc u im cng
nh nhc im xc nh c qua hnh thc tm hiu hot
ng c th gip ngn hng xc nh bao nhiu t chc trong
s ny s tr thnh khch hng ca mnh. Hnh 41 minh ha
m hnh tnh ton ny.
Nhn bit khch hng tim nng trong s cc khch hng hin 2.
ti Nhn bit tng s SME trong danh sch khch hng hin
ti ca ngn hng v c tnh s lng khch hng c th
quan tm ti cc sn phm hoc dch v khc. Ai Cp,
27 phn trm SME c ti khon k thc th hin s quan tm
mong mun c h tr ti chnh trong hai nm ti.
84
Nu
Hnh 40: Cc khch hng hin ti l ngun chnh v nhu
cu cha c p ng i vi cc sn phm vay
Cc SME ca Ai Cp theo mc s dng sn phm ngn hng
Ngun d liu: IFC (2004) Tnh hnh SME ti Ai cp
Khng th hin nhu cu i vi cc sn phm vay
Cc SME th hin nh vay vn
(nhu cu tim n cha c p ng)
Cc SME gi cc khon vay
Ton b th
trng SME
Cc SME khng
c cc ti khon
ngn hng
Cc SME c
cc ti khon
ngn hng
100%
80%
60%
40%
20%
0
68%
18%
8%
Hnh 41: c tnh s khch hng SME tip xc ln u
ngn hng XYZ gi nh s thu ht c
Cc SME ti thnh ph Alexandria c tnh theo
nh gi th trng Ai cp ca IFC nm 2004
Chc chn l s khng thu ht c
Ngn hng XYZ c kh nng thu ht c
Cc SME c
10200 nhn vin
Xm nhp th
trng hin ti
Th trng cha
c khai thc
5000
4000
3000
2000
1000
0
X%
vic thu thp d liu ni b cho kt qu tng t th t l khch
hng hin ti ca ngn hng ny cng c th c cng thm
vo s khch hng trin vng.
c tnh chng loi v s lng sn phm s bn 3. c tnh
s lng ca mi dng sn phm m cc khch hng SME hin
ti v cc khch hng SME mi c th c nhu cu. Trong s cc
khch hng hin ti c nh tm h tr ti chnh, 30 phn
trm th trng SME ca Ai Cp tham gia kho st cho bit h
s tm cch vay vn u t trang thit b. Tuy nhin, nhu cu
chnh i vi ln tip xc u tin ca mt doanh nghip vi
ngn hng l ti khon hin ti tnh theo ng ni t (99 phn
trm).
85
Mt ngn hng ch trng ti cc khch hng hin
khng s dng dch v ngn hng c th s thy mc tng hot
ng lin quan ti cc sn phm k thc. Khi c th c, cc
bin php d bo v nhu cu sn phm nn lu ti bt k s
thay i no ca cc phn khc th trng mc tiu.
D bo cc mc doanh thu trn mi sn phm c bn 4.
c tnh cc mc doanh thu c th t c cho mi dng sn
phm m ngn hng d nh s cung cp, s dng d liu t
danh sch khch hng hin ti, cc bin php nh gi mc gi
ca i th cnh tranh, cc cuc kho st v th trng SME
hoc cc ngun d liu th trng khc (v d, mc li sut
trung bnh m th trng SME ti Ai Cp tr trong cuc nghin
cu kho st 2004 l 12 phn trm). Trong trng hp doanh
thu khc nhau do qui m giao dch, cc ngn hng c th s
dng cc d liu nh cc khon tin k thc/vay trung bnh
cho cc phn khc mc tiu trong th trng SME. Vic nhn
doanh s d kin vi doanh thu cho mi sn phm s cho bit
gi tr ca c hi i vi ngn hng.
c tnh chi ph/kh nng sinh li trn mi khch hng khi 5.
cung cp cc sn phm ny Nu c th c, hy c tnh
mc chi ph cung cp cho mi khch hng SME cc sn phm
v dch v mi v li nhun thu c t khch hng , c
iu chnh cho ph hp vi cc mc ri ro c tnh. Mc c
tnh ny th hin gi tr c hi v kha cnh li nhun b sung.
Vic thu thp thng tin v chi ph ca i th cnh tranh hoc
phn chia cc khon chi ph ni b theo khch hng c th
khng d dng. Tuy nhin, nu c xc nh ng, cc d liu
t danh sch khch hng hin ti ca ngn hng c th gip
a ra cc mc c tnh.
Trn thc t, c nhiu yu t lm tng thm mc phc tp ca
vic nh gi c hi SME. Mt dch v, v d nh th tc thanh
ton c v nh l dch v tn km chi ph, nhng c th gip thc
y doanh thu ca cc ti khon bi chi c th sinh li nu c
kt hp ng cch. Mc hiu qu v chi ph tip th v gi cc
khch hng SME c th kh d bo, v vic xc nh cc khon
chi ph c nh lin quan ti vic tip cn th trng mi cng
khng d dng. Tuy nhin, cng c Kim Tra dch v ngn hng
CHECK c th tng cng kt qu nh gi th trng bng cch
lm r cc cu hi nh u s cn khon u t mi. Ngoi ra,
khng bt buc phi c kt qu tuyt i khi nh gi c hi ra
cc quyt nh cp cao v vic c nn ch trng ti th trng
SME hay khng v ch trng nh th no.
Chuyn sang mc tip theo: Hamkorbank ti
sp xp c cu pht trin bn vng
L mt ngn hng ch trng ti th trng SME, t khi thnh
lp vo nm 1991, Hamkorbank hiu rt r th trng SME.
Tuy nhin, v ngn hng pht trin vt qu khu vc Andijan
thuc Uzbekistan hng ti cc khu vc khc ti quc
gia ny nn h cn phi nh gi cc hot ng ca mnh
v xc nh v tr pht trin bn vng. Vo nm 2006, IFC,
t chc lm vic vi Hamkorbank t nm 2001, kt hp
mt khon u t vo ngn hng vi gi h tr k thut,
trong c mt chuyn gia t vn thng tr cp cao (SRA).
Chuyn gia SRA ny tin hnh mt cuc kho st Kim Tra
dch v ngn hng CHECK. Ngoi cc vn khc, cuc kho
st ny xc nh c nhng cch thc m ngn hng c
th p dng ci tin c cu, ng thi thc y cc qui
trnh qun l ri ro khi ngn hng pht trin m rng.
Vi s gip ca IFC, ngn hng Hamkorbank thnh
lp mt ban qun l tn dng qun l vic gim st cc
hot ng, cc chc nng tun th qui nh, v cc chnh
sch cng nh th tc v tn dng. Vic ny to iu kin cho
ngn hng phn bit r rng hn vai tr qun l quan h
cp chi nhnh vi vic qun l tp trung ri ro tn dng. Cc
cng c nh hng v cc nguyn tc tn dng c hon
thin c thit lp ti tr s chnh v c thng bo cho
cc cn b tn dng cp chi nhnh. Vi cc qui trnh ny,
Hamkorbank gn nh tng gp i s khon vay SME ca
ngn hng v tng s lng cho vay hn gp ba ln.
Danh mc vay SME ca Hamkorbank tng
thm 366% k t nm 2006
0
25
50
75
2009 2006
0
5
10
15
0
25
50
75
0
5
10
15
2009 2006
S khon vay SME (trc R/H)
Doanh thu t cc khon vay SME
(triu la) (trc L/H)
T
R
I

L
A

M
C

K
H
O
N

V
A
Y

T
N
H
T
H
E
O

N

V

N
G
H
N
65
B Cng c Chn on Dch v Ngn Hng SME
Mt cng c tm hiu hot ng c th c s dng cho nhiu
mc ch, nhng i vi cc ngn hng ang tm cch xm
nhp hoc pht trin m rng trong th trng SME, cng c
cung cp mt m hnh nh gi nng lc v thit lp mt k
hoch thc hin chin lc. CHECK l mt cng c nh vy.
Cng c ny trnh by cc bi hc v dch v ngn hng SME
thnh mt b tiu ch nh gi chnh xc m cc ngn hng c
th s dng tm hiu cc hot ng SME hin ti hoc d
tnh ca mnh. Cng c CHECK thng c tin hnh bi cc
chuyn vin IFC c kinh nghim v nh gi cc u im cng
nh nhc im ca ngn hng trong nm lnh vc chin lc
rt quan trng i vi dch v ngn hng SME v c trnh
by chi tit trn (mc 4.1). Vic nhn bit cc u im ny c
th gip ngn hng hiu r cc li th cnh tranh ca h. Hoc,
nu cng c tm hiu ny xc nh c mt im yu v nng
lc c coi l yu t thnh cng chnh cho dch v ngn hng
SME th vic ci tin nng lc s l u tin hng u trong k
hoch thc hin. Nh cp trong phn trc, mt cng c
tm hiu hot ng nh CHECK c th kt hp vi hnh thc
nh gi th trng bng cch lm r hn kh nng sinh li khi
nm bt mt c hi no .
Mt ngn hng c th t p dng cng c CHECK hoc vi s
h tr ca IFC trong khun kh gi chng trnh Dch V T
Vn. Trong c hai trng hp, mc thun thc ca khch
hng trong nm lnh vc mc tiu s c nh gi. Cng c
tnh im Kim Tra dch v ngn hng CHECK gip thc hin
hnh thc nh gi ny bng cch nhn bit tng cng 22 nng
lc nng ct trong cc lnh vc chin lc v 56 tiu ch i vi
cc nng lc ny.
Bng 4 lit k cc nng lc v tiu ch nng ct ny, cng vi phn
trnh by v phng thc nh gi cho mi lnh vc trong s nm
lnh vc nng ct.
CHECK l cng c dnh ring cho cc ngn hng xm nhp
hoc pht trin m rng vo th trng SME. Cng c ny c
bit hu ch bi v i vi mi tiu ch trong s 56 tiu ch nh
gi ngn hng, cng c tnh im ny cung cp cc thng tin m
t chi tit v cc c im phn bit nng lc ca ngn hng. Mt
ngn hng c cho im theo mc khp ca ngn hng
vi ni dung m t v ngn hng (1) hnh thnh, (2) mi pht
trin, (3) pht trin hoc (4) hin i. Ngoi vic nh gi tnh
trng hin ti ca ngn hng, cc thng tin m t ny cn gip
ngn hng hiu trng tm ca mc ci tin hot ng tip
Bng 4: Cc nng lc c nh gi theo cng c CHECK
Lnh vc chin lc M t Cc nng lc nng ct Cc tiu ch
Chin lc, ch trng
ti SME v cc nng lc
thc hin
nh gi kh nng ca ngn hng trong vic thit
lp mt chin lc kinh doanh ch trng ti SME v
thng xuyn thc hin chin lc ny. Vic ny lin
quan ti nh gi m hnh tng qut v c cu chin
lc, qun l Nhn S, qun l hiu qu hot ng, v
nh gi trng tm SME c th c p dng trong t
chc v chin lc ca ngn hng
Chin lc Tm nhn
To chin lc
Cam kt i vi dch v ngn hng SME
Cho vay lu di
C cu t chc nh ngha v SME
C cu t chc
Kh nng lnh o v qun l Kinh nghim v SME v th trng bn l
Hoch nh chnh sch
Mc lim chnh trong hot ng
Qun l Nhn S Vai tr
Tuyn dng
B k nng
Pht trin s nghip
Vn ha hiu qu cng vic
Cc th trng, cc sn
phm v dch v
nh gi kh nng ca ngn hng trong vic hiu v
p ng cc nhu cu ca nhiu phn khc th trng
khc nhau t Ngi Tiu Dng cho ti Cng Ty, nhn
bit cc c hi th trng mi, v thit k cng nh
thc hin cc sn phm mi to ra gi tr cho cc khch
hng v ngn hng.
Phm vi phc v th trng Thnh phn khch hng hin ti
Nng lc phn khc th trng Tm hiu th trng
Phn khc th trng
Phn tch
Phm vi sn phm Catalo v danh sch sn phm
Cc sn phm dnh ring cho SME
Pht trin sn phm Thit k sn phm
nh gi
Tiu chun ha sn phm
Bn sn phm, vn ha
bn hng v cc knh
phn phi
nh gi kh nng ca ngn hng trong vic chuyn
t mi trng cho cc cng ty ln vay thng thng,
ch yu l phng thc dch v ngn hng da trn
quan h c nhn, sang hnh thc phc v th trng i
chng ch trng ti vic tm kim khch hng, phc v
v gi khch hng. qun l hiu qu cn bng gia
doanh s v ri ro, trong Dch V Ngn Hng SME, hiu
qu bn sn phm l rt quan trng. iu ny cho php
ngn hng ch ng la chn cc khch hng tt nht
thay v c mi cho bi cc khch hng tim nng
khng u tin.
Sp xp t chc v chin lc
bn sn phm
Vn ha bn sn phm
T chc sp xp bn sn phm
Cc k nng bn sn phm
Tm kim khch hng Qung b thng hiu
To u mi gii thiu khch hng
Mng li chi nhnh Vai tr ca cc chi nhnh
Vai tr ca cc qun l d n
Thit lp v qui m mng li
Qun l quan h
Cc knh phn phi chi ph thp Cc knh phn phi chi ph thp
Kh nng bn sn phm cho
th trng cao hn v bn sn
phm cho
Nn vn ha
Cc cng c
Phn tch
Qun l ri ro tn dng nh gi kh nng ca ngn hng trong vic chuyn t
phng thc qun l ri ro thng thng, da trn vic
trnh ri ro, cho vay c ti sn th chp theo h thng,
v cho vay da trn quan h, sang mt phng php
kim sot ri ro cng nghip v khch quan da trn
vic nh gi ri ro thch hp, gim nh ri ro v cch
nh gi. Mt m hnh qun l ri ro tn dng hiu qu
cn bo m rng (1) ri ro tn dng c nh gi mt
cch k lng v nht qun trn ton t chc, (2) vic
phn cng nhim v gia bn to u mi khch hng,
thm nh v phn b l tha ng, (3) cc c ch c
p dng qun l v gim st hiu qu danh sch
khch hng, v hc hi t cc kinh nghim tht bi.
Qun l v t chc Sp xp t chc chc nng ri ro tn dng
Chnh sch tn dng
Thm nh tn dng Cc tiu ch v chp thun
Qun l tn dng
Gim st danh sch khch hng Gim st qui trnh
Cc du hiu cnh bo ban u
Qun l cc trng hp kht n ln u
Xem li danh sch khch hng
Cc khon n khng tr y Qui trnh truy thu n
iu chnh li thi gian tr n
Cung cp
Phn tch
Lp m hnh ri ro Phng thc lp m hnh ri ro
Cc h thng
IT/MIS nh gi kh nng ca ngn hng trong vic tn
dng ti a cng ngh k thut c sn, vi quan im
(1) c c li th cnh tranh trong vic phc v khch
hng, (2) t ng ha cc nhim v h tr hnh chnh,
(3) ra cc quyt nh hng ngy da trn thc t v d
liu thay v vic nh gi ch quan v (4) iu hnh cc
hot ng ca ngn hng qua cc h thng thng tin
iu hnh hiu qu.
Vn ha cng ngh v chin
lc MIS
Vn ha cng ngh v chin lc MIS
C cu phn cng C cu phn cng
C cu phn mm Hng lot cc chc nng
Kim chng trong tng lai
Cc nng lc phn tch Thng tin khch hng
Cc phng thc tm kim d liu
67
Bng 5: Bng tnh im mu cho tiu ch Cc knh phn phi c chi ph thp
CC KNH PHN PHI C CHI PH THP
Hnh thnh Mi pht trin Pht trin Tin tin
Cc chi nhnh l knh
phn phi duy nht.
Mt s chi nhnh c
my ATM, ch yu
c s dng bi cc
ch th quc t.
Mng li chi nhnh c b sung bi mt mng
li ATM.
C th c dch v ngn hng trn Internet cn bn,
ch yu di dng th hin kha cnh k thut ca
ngn hng, nhng khng c coi l knh phn phi
quan trng tim nng. Trang Web ca ngn hng
ch yu c s dng h tr hot ng Quan H
Cng Chng.
Nhiu my ATM cho php thc
hin hiu qu cc giao dch ti
khon, chi phiu v tin mt
cn bn.
C dch v ngn hng qua
Internet v dch v ny c
khuyn khch cho cc khch
hng v c qung b cho
khch hng nh l mt cch
gim chi ph qun l ti khon
cho ngn hng.
Cc trung tm lin lc qua in
thoi t ng ha qui trnh x l
cc cuc gi ti ca khch hng
v khch hng tim nng.
Khch hng c trang b y
vi th tn dng v dch v
ngn hng trn Internet.
Ngn hng s dng cc chi nhnh,
cc trung tm lin lc qua in
thoi, my ATM v dch v ngn
hng trn Internet di dng cc
knh phn phi, vi chi ph c
ti u ha bng cch to ra cc
bin php thng khuyn khch
cho khch hng s dng cc knh
c chi ph thp nht.
theo. Cc thng tin m t cng din gii d dng thnh cc yu t
ca k hoch thc hin chin lc. V d, Bng 5 c bng tnh
im minh ha cho tiu ch cc knh phn phi chi ph thp. Mt
ngn hng c coi l mi pht trin c th quyt nh rng
mt mc tiu chnh cn theo di trong k hoch thc hin ca
mnh s l mc phn trm nht nh v s cuc gi ti ca
khch hng m cc trung tm lin lc qua in thoi s x l
trong nm ti.
Sau khi cho im mt ngn hng v tt c cc nng lc trong s
nm lnh vc chin lc, ta s to ra mt s hnh sao so
snh cc kt qu ca ngn hng vi tiu ch hin thi. i vi
lnh vc chin lc u tin, ngn hng minh ha trong Hnh 42
c xp hng mc gia mi pht trin v pht trin v
phn chin lc v c cu t chc, nhng vn cn giai on
hnh thnh v kh nng lnh o v qun l. Qui trnh nh gi
cc hot ng ca SME da trn cc nng lc ny c th gip
ngn hng nhanh chng nhn bit v ch trng ti cc lnh vc
cn c ci tin nht.
Khi cc chuyn gia t vn IFC tin hnh cng c CHECK, kt qu
tm hiu hot ng cui cng cng bao gm phn phn tch cc
u im, nhc im, cc c hi v nguy c (SWOT). Cng vi
bn bo co ny, cc ngn hng cng s nhn c mt bn phn
tch chi tit v tt c cc nng lc trong mi lnh vc chin lc
v cc xut km theo.
Hnh 42: Mu im nh gi cho mt ngn hng v
chin lc, ch trng ti SME v nng lc thc hin
Chin Lc, Ch Trng ti SME v Nng Lc Thc Hin
Ngn Hng
Tin Tin
Ngn Hng
Ca Qu V
Chin Lc
Kh Nng Lnh
o & Qun L
Thit Lp
T Chc
Qun L
Nhn S
Bng 6: Lin Minh Chu u nh ngha SME l cc cng ty
c t 10 ti 250 nhn vin
Qui m cng ty Nhn vin Doanh thu hng nm
Vi m <10 <2 triu
Nh <50 <10 triu
Va <250 <50 triu
Ngun d liu: xut 96/280/CE, vi thng tin cp nht thng Nm 2003
Bng 7: Malaysia SMIDEC c nh ngha khc v th trng SME, theo ngnh
Qui m cng ty Sn Xut, Cc Ngnh Nng Nghip Dch V, ICT hoc Nng Nghip Ch Yu
Vi m <5 nhn vin HOC doanh thu <$66.000 <5 nhn vin HOC doanh thu <$53.000
Nh <50 nhn vin HOC doanh thu <$2 triu <19 nhn vin HOC doanh thu <$200.000
Va <150 nhn vin HOC doanh thu <$6,6 triu <50 nhn vin HOC doanh thu <$1 triu
Ngun d liu: SMIDEC Cng Ty Pht Trin Cc Ngnh Kinh Doanh Va v Nh
Bng 8: Thng khng c mt nh ngha duy nht v SME ngay c gia cc quc gia
Quc Gia Nhn Vin Doanh Thu Hng Nm (Doanh Thu)
Hoa K <500 cho phn ln hot ng sn xut v
khai thc
<$7 triu i vi a s cc ngnh khng lin
quan ti sn xut, nhng dao ng ti mc
ti a l $35,5 triu
Canada 10 ti 250 <50 triu CAD
Mexico <500 trong hot ng sn xut, <50 trong hot
ng dch v
Nam Phi 1020 ti 100200, ty thuc vo tng ngnh 200300.000 ZAR ti 450 ZAR triu, ty
thuc vo tng ngnh
Thi Lan <200 trong cc ngnh s dng nhiu lao ng
v <100 trong cc ngnh s dng nhiu vn
Th Nh K 10 ti 250
Ngun d liu: IFC (2004) SME Landscape in Egypt, U.S. Small Business Administration, Statistics Canada
Ph Lc A
Cc nh Ngha Mu v SME
69
Bng 9: Cc v d thc t v ngn hng c cp trong Cm Nang Kin Thc
Ngn Hng, Th Trng Chnh Ch
Cc V D Thc T Ngn hng ICICI, n Phng thc pht trin sn phm SME nm ngoi hot ng h tr ti chnh
Qui trnh thm nh nhiu kha cnh
Phn khc th trng theo ngnh
Cho vay bng c phn t nhn v bn c phn t nhn i vi th trng SME
Wells Fargo, Hoa K Tm hiu v nhng cch thc hiu qu nht cung cp dch v ngn hng cho th trng
SME t danh sch khch hng hin ti
Phn chia phng php phc v theo qui m khch hng
Th nghim cc phng php tip th ph thng thng tin v tm kim khch hng
Standard Chartered; Chu ,
Trung ng v Chu Phi
Phn chia chin lc v dnh ring cc ngun lc phc v phn khc th trng SME
cp ton cu
a dng ha v khng phn bit gii tnh; ch trng ti cc n doanh nhn
Ti hon thin vic phn khc cch thc phc v theo gi tr doanh thu ca khch hng
Vignettes Ngn hng Access Bank Plc,
Nigiria
Phc v cc n doanh nhn
Hiu v phn khc th trng
Ngn hng Muscat, -man L cc t chc u tin xm nhp vo th trng SME
Tm hiu v th trng qua nhiu ngun thng tin
Ngn hng Eastern Bank
Limited (EBL), Bangladesh
Vt qua cc tr ngi v kinh t v m
Xm nhp th trng
Hamkorbank, Uzbekistan p dng phng php CHECK ca IFC ch trng ci tin hot ng
Thnh lp cc nhm chuyn qun l ri ro tn dng
Ngn hng NBD, Nga Tn dng s h tr ti chnh ca IFI
Hp tc vi IFC
Ph Lc B
Danh Sch Cc V D Thc T v Ngn Hng v Minh Ha
Cc Dch V u T
Phn ti chnh trong dch v h tr ca IFC gm c bn dng u
t chnh:
Cc khon vay, trong bao gm cc khon vay cao cp, th cp
v cc khon vay c th chuyn i, vi cc mc li sut c nh
hoc cc mc li sut thay i.
Cc khon u t c phn th hin cc khon u t vo vn c
phn ca cc ngn hng SME, nh l c ng thiu s.
Cc khon u t chuyn i c phn bao gm hp ng vay th
yu, thng l cc khon vay khng c u tin trong trng
hp thanh ton n, v thng c tnh l vn Mc 2 cho cc
mc ch qun l iu hnh.
Cc sn phm qun l ri ro bao gm bo m i vi cc khon
vay ngn hng t nc ngoi, pht hnh tri phiu v cc ngha
v tr n khc, cng nh cc m bo v vic tr n ca khch
hng, v d nh tri phiu bo m tr n.
Tnh ti cui Nm Ti Kha 2009, danh sch khch hng ca IFC
trong cc nh ch ti chnh tham gia th trng SME l 6,1 t
la (Hnh 43).
Cc Dch V T Vn
Ngoi vic u t, trong khun kh nhim v pht trin ca
mnh, IFC cn t coi l t chc hng u cung cp cc dch v t
vn gip pht trin kh nng v nng lc ca cc nh ch ti
chnh trong vic ct gim qui m v vn dng cc phng thc
hot ng hiu qu nht ca cc t chc khc trn th gii.
Trong nm 2007, IFC gii thiu Chng Trnh Dch V Ngn
Hng SME Ton Cu. Mc ch ca chng trnh ny l to nh
hng su rng trn phm vi ton cu i vi vic tip cn cc
dch v ti chnh cho SME cc quc gia ang pht trin.
IFC c gng gim khong cch thiu ht v h tr ti chnh i
vi SME bng cch cung cp cc dch v pht trin t chc v
ph bin cc phng thc hot ng hiu qu nht nhm ch
trng hiu qu ti phn khc th trng SME.
Cc Dch V Xy Dng T Chc
IFC h tr cc nh ch ti chnh phc v SME:
Tit k mt t chc v chin lc ch trng ti SME
Phn chia khch hng v pht trin mt khi nim gi tr vng
mnh v hng mc sn phm cung cp v nhn hiu
Tiu chun ha cc sn phm v qui trnh thc hin
Ti u ha chi ph cung cp cc sn phm v dch v qua cc
knh cung cp thch hp
Tit lp mt nn vn ha bn sn phm vng mnh
p dng cc h thng v qui trnh qun l ri ro khch quan v
c lp
S dng cc cng c nh gi v tnh im tn dng nh gi
ri ro, thm nh h tr chng trnh
Khuyn khch p dng cng ngh gim chi ph dch v
Cc Cng C Kin Thc
IFC cng cung cp cc cng c kin thc to iu kin gip cc
nh ch ti chnh ch trng hiu qu ti phn khc th trng
SME. Cc cng c ny gm c:
B Cng C Kim Tra Dch V Ngn Hng CHECK cho SME
ca IFC nh gi ton din v kt qu hot ng ca cc nh
ch ti chnh trong hn 100 lnh vc
Cuc kho st SME Banking Benchmarking Web Survey ca
IFC mt cuc kho st trn Web, dnh cho tt c cc ngn
hng trong cc th trng mi ni mun so snh bn thn vi
cc phng thc dch v ngn hng SME ca cc ngn hng
ng nghip
Ph Lc C
Hp Tc vi IFC
T khu nh gi ban u cho ti khu thc hin, IFC cung cp rt nhiu dch v h tr cho cc ngn hng phc v
SME. IFC thng hp tc vi mt ngn hng di hnh thc kt hp u t ti chnh di hn vi mt hp ng dch v
t vn.
Hnh 43: IFC tng ng k mc u t vo cc nh
ch ti chnh tham gia th trng SME
Danh Mc Khch Hng Hin Ti ca IFC trong cc nh
ch ti chnh tham gia th trng SME
Ngun d liu: IFC 2009
0
10
20
30
40
50
60
70
2009 2008 2007 2006 2005 2004 2003 2002 2001 2000 1999
0
1.000
2.000
3.000
4.000
5.000
6.000
7.000
2
0
0
9
2
0
0
8
2
0
0
7
2
0
0
6
2
0
0
5
2
0
0
4
2
0
0
3
2
0
0
2
2
0
0
1
2
0
0
0
1
9
9
9
T
R
I

L
A
71
Ph Lc D
V IFC
T Chc Ti Chnh Quc T
IFC, vi t cch l mt chi nhnh t nhn ca Tp on Ngn
Hng T Gii, chia s nhim v hot ng ca mnh:
Chng li tnh trng i ngho vi s quyt tm v tnh chuyn
nghip mang li kt qu lu di
Gip mi ngi t gip bn thn v mi trng bng cch
cung cp cc ngun lc, chia s kin thc, pht trin nng lc
v thc y cc mi quan h trong cc ngnh quc doanh v
t nhn
IFC h tr s tng trng kinh t bn vng ti cc quc gia ang
pht trin bng cch cho vay vn u t trong cc ngnh t nhn,
di chuyn vn trong cc th trng ti chnh quc t, v cung cp
cc dch v t vn cho cc doanh nghip v chnh ph.
IFC gip cc cng ty v cc t chc ti chnh trong cc th trng
mi ni to cng n vic lm, to doanh thu t thu, ci tin hiu
qu bo v mi trng v qun l cng ty, ng thi ng gp cho
cc cng ng a phng. Mc tiu l nng cao cht lng i
sng, c bit l cho nhng ngi cn cc li ch pht trin nht.
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Ti Liu Tham Kho
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Strength, Global Reach. Issue brief. Paris: OECD
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OECD.
OECD (2006) Te SME Financing Gap, Vol. I: Teory and
Evidence. Paris: OECD.
OECD (2007a). OECD Framework for the Evaluation of SME
and Entrepreneurship Policies and Programmes. Paris:
OECD.
OECD (2007b) Te SME Financing Gap, Volume II: Proceedings
of the Brasilia Conference 2006. Paris: OECD.
OECD (2008) Removing Barriers to SME Access to
International Markets. Report Prepared by OECD, Paris.
OECD (2009) Turin Round Table on the Impact of the Global
Crisis on SME & Entrepreneurship Financing and Policy
Responses - Chairs Summary. Report from roundtable in
Turin, Italy, March 26-27, 2009. Available at: http://www.
oecd.org/document/31/0,3343,en_2649_34197_42116575
_1_1_1_1,00.html
Oyekanmi, Rotimi (2005) Venture Capital in Nigeria: the Story
So Far an Appetizer, presented at African Venture Capital
Association Conference on November 9, 2005, Mombasa,
Kenya.
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Evidence from Small Business Financing in Finland.
Journal of Financial Services Research, 31: 153171
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by Global Crisis. Available at: http://www.ratio-magazine.
com/20090514621/Kenya/-Kenya-SME-Private-Equity-
Undeterred-by-Global-Crisis.html
Roveda, Daniela, Jonathan M. White, and Glenn Yago (2007)
Transatlantic Innovations in Afordable Capital for Small-
and Medium-Sized Enterprises: Prospects for Market-
Based Development Finance. Report Prepared by German
Marshall Fund Paper Series, Washington, D.C.
Samson, Joseph (2009) SBI Lowers SME Credit Target to 25%,
Rupee Times, March 2, 2009.
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Paper on Small and Medium Enterprises in Taiwan. Taipei:
Taiwan Ministry of Economic Afairs, Small and Medium
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1 Cc ngng gii hn da trn s lng nhn vin c nhiu quc gia
sdng c th giao ng mc t 100 ti 500. Kozak (2007)
2 OECD (2006)
3 Dalberg (2008)
4 Cc cuc phng vn
5 Cuc kho st Tnh hnh SME ti Ai cp: Quan im ca Ngnh Ngn
Hng, IFC (2004); B Kinh T i Loan (2008)
6 OECD (2005); Lu rng cc mc c tnh ny bao gm cc doanh nghip
vi m chnh thc ho hot ng di dng SME
7 Ayyagari, Beck, v Demirg-Kunt (2003); Lu rng cc mc c tnh
ny bao gm cc doanh nghip vi m chnh thc ho hot ng
di dng SME
8 Ibid.
9 Beck (2007)
10 Beck, Demirguc-Kunt v Maksimovic (2006)
11 Xem, v d cc ti liu c trch dn trong Bruns v Fletcher (2008)
12 Banerjee v Dufo (2004)
13 Beck, Demirguc-Kunt, v Maksimovic (2005)
14 Cc cuc phng vn
15 de la Torre, Martnez Pera, v Schmukler (2009a)
16 Beck, Demirg-Kunt, v Martnez Pera (2008), i khi c thc ti
trong ni dung di tn cuc kho st Vng quanh th gii
17 IIC/MIF, IDB v FELEBAN vi DAlessio IROL (2008)
18 Beck, Demirg-Kunt, v Martnez Pera (2008)
20 Cc Phng Tc Dch V Ngn Hng SME ti OECD v Cc T Trng
Mi Ni trong cuc kho st Tiu chun So snh ca IFC (2007)
21 Vin Nghin Cu Gim c Cng Ty c (2006) Bn khng th giao
dch ngn hng nh vy, Bo co ca ban lnh o, Tp 4, S 7,
11 thng T, 2006.
22 C Quan Qun L Tiu Doanh Nghip Hoa K (2008)
23 OECD (2006)
24 c tnh ton da trn d liu trong Hindu Business Line (2009) v
Samson (2009)
25 Taiwan MOEA (2008)
27 Trong phn khc th trng l cng ty, s cnh tranh khng phi lc no
cng l t cc ngn hng khc, m cn t vic tng cng tip cn trc
tip vi th trng vn.
29 Trang web ca ngn hng
30 OECD (2006) Khong cch thit ht h tr ti chnh, Tp 1; Cc cuc
phng vn
32 Galindo v Micco (2005)
33 Roveda, White, v Yago (2007)
34 Cc cuc phng vn
36 Beck v Demirg-Kunt (2008)
38 Ibid.
39 Beck, Demirg-Kunt, v Honohan (2009)
40 Bng chng cho hnh thc ci t ny c cp bi Beck, Demirg-
Kunt, v Honohan (2009)
44 Ibid.
46 Ibid.
49 Cc mc phn trm ny th hin t l phn hi trung bnh t cc cuc kho
st tin hnh ti by quc gia chu M la tinh. i vi cc khon vay, mc
phn trm ny th hin mc trung bnh ca gi tr cao nht cho bt k hnh
thc vay no c bo co cho mi quc gia. Lu rng vic s dng cc
khon vay u t khng c bo co.
50 Cc cuc phng vn
52 As cited in de la Torre, Martnez Pera, v Schmukler (2009a); cc mc
phn trm cng li khng bng 100 phn trm v c mt s ngn hng
khng tr li mt s cu hi kho st
53 Gold v Jacobs (2007)
54 Klapper (2006)
56 EMPEA (2009)
57 Ratio Magazine (2009)
58 Cc cuc phng vn
59 IFC (forthcoming) Investing Private Capital in Emerging v Frontier Market
Small v Medium Enterprises
60 Oyekanmi (2005); Interviews
61 Cc cuc phng vn
62 Nghin cu v phn tch Dalberg
63 Trch dn v phn ln cc bi hc v cch thc thc hin ca ngn hng
c trch t Cc Phng Tc Dch V Ngn Hng SME ti OECD v Cc
T Trng Mi Ni trong cuc kho st Tiu chun So snh ca IFC (2007)
64 Cc cuc phng vn
65 Trong cuc Kho St Trn Web v Tiu chun So snh Dch V Ngn Hng
SME ca IFC, ba phn hi hng u (trong s 6) cho cu hi v cc ngun
tm kim khch hng quan trng nht c tham chiu ti cc khch hng
hin ti.
66 Phng vn
67 Trch t Cc Phng Tc Dch V Ngn Hng SME ti OECD v Cc T
Trng Mi Ni trong cuc kho st Tiu chun So snh ca IFC (2007)
69 Ibid.
70 Cc cuc phng vn
72 Cc con s ny l da trn mc trung bnh ca cc gi tr ME v SE c
bo co trong cuc kho st 91 ngn hng bi Beck, Demirg-Kunt, v
Martnez Pera (2008).
74 V d, xem Peltoniemi (2007)
75 Trch t cc cuc phng vn
76 IFC (2004) Tnh hnh SME ti Ai cp: Quan im ca Ngnh Ngn Hng
78 Ibid.
79 Heckl v Moormann (2007)
81 Nam (2007)
82 IFC (2004) Tnh hnh SME ti Ai cp: Quan im ca Ngnh Ngn Hng
83 Ibid.
84 Ibid.
85 Ibid.
Ghi ch cui trang
75
Hnh nh
Trang ba tri, Aichin Lim Jones; Trang ba phi, Anvar Ilyasov;
Mc lc, Stockbyte;
Trang 1, T vin hnh nh ca IFC; Trang 9, David Summers;
Trang 13, Richard Lord; Trang 15, Sudue;
Trang 17, Antoine Courcelle-Labrousse; Trang 19, Mark Fallander;
Trang 22, T vin hnh nh ca IFC; Trang 25, Mark Fallander;
Trang 29, Richard Lord; Trang 36, Michael Wild;
Trang 40, T vin hnh nh ca IFC; Trang 43, Ronke-Amoni Ogunsulire;
Trang 46, Matluba Mukhamedova; Trang 49, T vin hnh nh ca IFC;
Trang 52, T vin hnh nh ca IFC; Trang 54, T vin hnh nh ca IFC;
Trang 55, Stockbyte; Trang 59, T vin hnh nh ca IFC;
Trang 62, IFC Photo Library; Trang 65, Aichin Lim Jones.
Tit k
Patricia Hord.Graphik Design
2121 Pennsylvania Avenue, N.W.
Washington, DC 20433 U.S.A.
in thoi: 202-473-3800
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2010

Cam Nang Tiep Can Tai Chinh Cho SMEs

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Cam Nang Tiep Can Tai Chinh Cho SMEs

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Cm Nang Kin Thc Dch V Ngn Hng

cho doanh nghip va v nh (SME)

Phn ln doanh thu SME l t cc sn phm khng lin

Cc khon vay <$100.000 ca Wells Fargo tng u

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