RATIONALE & RESEARCH PROBLEM

Found in 26th March 1988, Agribank is a state owned organization operating under the
Law on Vietnams Credit Organizations. After more than 20 years of operation, it has
now become the largest bank in Vietnam. One of Agribanks key successes is the giant
operational network of 2,271 branches that no other banks have. With this network, its
advantage is the ability to provide services anywhere customers want. However, the
situation is changing differently in the recent years; especially when Vietnam joined
WTO in 2006; there are more international banks entering the country and fostering a lot
of competitions. Timely, quality, efficiency has become the most important factors
concerned by the customers. However, due to some management deficiency, the
knowledge is not sharing effectively among the employees which cause Agribank many
problems in providing adequate, accurate and timely information to the customers.
Since Agribank has a very large system with many branches, its very difficult to review
the whole system, so in this research we will focus on analyzing Cau Giay branch. In
Agribank Cau Giay, the front-line service is not performing very well; this problem cause
by the lack of communication among employees in different departments. For instance: a
client needs to know about a new product such as mobile banking, the teller can not
explain it clearly because he lack of coordination with the product & service department,
thus it makes the client feel uncomfortable. Employees do not have suffician knowledge
also lose the chance of marketing new products; these consequences have made Agribank
Cau Giay losing a significant number of clients
There is a lack of knowledge sharing among employees within the front-line service;
some new employees don't have capabilities to finish their job. This problem mainly
cause by current employees; somehow, they not willing to share what they known for the
newcomer. Frankly speaking, the technical know-how is somebodys secret. Employees
attitude is a problem3, some do not want to share their understanding widely just because
they afraid of losing the competencies to others. This is a common issue in other branchs
and other departments.
Organisation bureaucracy causing serious issue relates to knowledge management as
well; sometimes, the front-line service has to report to several up-front departments
before making any decision, this process usually cause up to 10 days. Another example is
a customer complaint that he has a problem in sending money oversea, and he wait 10
days to sort this out, this cause customer disatisfaction.
All of the above limitations reduce the employees ability to deliver the services
effectively.

With the situation analysis above, we have formulated my research topic about AgribankCau Giay Branch into: How to improve the knowledge management for front-line
employees at Agribank Cau Giay branch.