PHN TCH H THNG KNH PHN PHI TI NGN HNG TECHCOMBANK

1.Gii thiu v ngn hng: Tn gi: Ngn hng K Thng Vit Nam Tn giao dch quc t: Techcombank Tn vit tt: TBC Thnh lp: 27/09/1993 Logo:

Slogan: Sng to gi tr - Chia s thnh cng Vn iu l: Thng 6/2010: Tng vn iu l ln 6.932 t ng 2.Thc trng knh phn phi dch v ca TCB: Khi nn kinh t pht trin, nhu cu v dch v ngn hng ngy cng tng, c bit l dch v ngn hng bn l ( mc tiu l khch hng c nhn). y mnh DV NHBL n khch hng TCB cn m rng a dng knh phn phi dich v H thng knh phn phi ca TCB: knh phn phi truyn thng v knh phn phi hin i. - ATM - Th - Mobilebanking - Homebanking ..

Chi nhnh Truyn thng Ngn hng i l Knh phn phi Hin i

Internet banking

Cng ty lin kt

Cng tc vin

2.1. Knh phn phi truyn thng: - L phng tin trc tip a sn phm dch v ca ngn hng n khch hng thng qua i ng cn b nhn vin ngn hng. - Gm 2 b phn chnh: Chi nhnh v ngn hng i l. 2.1.1. Chi nhnh: Chi nhnh l loi knh truyn thng gn vi cc tr s v h thng c s vt cht ti nhng a im nht nh. s dng loi knh ny i hi i ng nhn vin ng, khch hng phi n giao dch trc tip ti tr s hoc phng giao dch ca chi nhnh. bn c nhiu sn phm dch v v chim lnh c th phn ln, cc ngn hng thng pht trin chi nhnh rng khp, lun lun sn sng cung ng dch v cho khch hng. Techcombank m rng gn 300 chi nhnh, phng giao dch ton quc. u im: H thng knh phn phi kiu chi nhnh c tnh n nh cao. Hot ng ca h thng chi nhnh tng i an ton, d to hnh nh ca ngn hng i vi khch hng. Chi nhnh thng d dng trong vic thu ht khch hng v tha mn c nhng nhu cu c th ca khch hng. Nhc im: Hot ng th ng v lun phi ku gi khch hng n giao dch ti ngn hng. Chi ph xy dng phng ban, tr s ln, Chi ph qun l ln, i hi cao trong vic t v tr phng giao dch, tr s. i hi i ng nhn vin nghip v ng v cn b qun l tt. Hin ti, vi i ng nhn vin ln ti trn 5000 ngi, Techcombank lun sn sng p ng mi yu cu v dch v dnh cho khch hng. Techcombank hin phc v trn 1 triu khch hng c nhn, gn 42.000 khch hng doanh nghip. 2.1.2. Ngn hng i l: Vi hn 10.000 ngn hng i l ti gn 125 quc gia v vng lnh th ( cp nht nm 2008) , hot ng thanh ton quc t cho khch hng c thc hin nhanh chng hn do thi gian nhn thng bo LC c rt ngn, thi gian thm nh cng c y nhanh. Do , giao dch thanh ton quc t ca Techcombank tng lin tc qua cc nm (t 2003 n nay, nm sau tng trng hn nm trc t 50 - 60%). 2.2. Knh phn phi hin i: - L phng tin trc tip a sn phm dch v ca ngn hng n vi khch hng ch yu da trn ng dng cng ngh khoa l thut. 2.2.1. Internet banking: Ngn hng in t c nh gi nh mt phng thc cung cp cc sn phm mi v sn phm truyn thng n ngi tiu dng thng qua con ng in t v knh truyn thng tng tc Cc sn phm hin ti Techcombank ang cung cp qua knh phn phi ny: a. Dch v ATM: Techcombank t hao la mt trong nhng ngn hang co mang li ATM rng nht ca nc, an toan va d s dung. Thm vao o, vic kt ni vi cac ngn hang khac trong lin minh Smartlink, BankNet, VNBC v i tc chin lc HSBC, ngn hang HSBC a giup may ATM cua Techcombank tr thanh la chon quen thuc cua khach hang khi co nhu cu v tin mt. May ATM cua Techcombank con chp nhn the co mang thng hiu Visa va MasterCard.

Hn th na, giao dich tai may ATM cua Techcombank se lun khin khach hang bt ng vi cac dich vu gia tri gia tng va chng trinh khuyn mai hp dn. c im ca dch v ATM ca TCB Rt tin mt Truy vn s d In sao k giao dch pht sinh trn ti khon Chuyn khon gia cc ti kon trong h thng techcombank p dng i vi cc khon vay (giao dch vay) thc hin trn ATM Thay i m Pin cho th Thanh ton cc v ha n (gi tt l thanh ton ha n hoc l thanh ton tin ch) Li ch ca dch v ATM ca Techcombank Mi lc, mi ni, Khch hng c th thc hin giao dch 24/24 ti hn 12000 my ATM ca TCB trn ton quc Min ph vi giao dch chuyn khon gia cc ti khon ca TCB Min ph tt c cc giao dch thc hin ti ATM An ton vi dch v nhanh ca ATM n gin v thun tin s dng b. Homebanking: Tnh nng Nhn thng tin thng bo thay i s d ti khon thanh ton Nhn thng tin thng bo cc sn phm mi, chng trnh khuyn mi Nhn cc thng tin hng dn lin quan n sn phm dch v ca Techcombank Tin ch Mi lc, mi ni u c th nhn v yu cu cung cp thng tin qua in thoi 0 pht i n ngn hng, ch cn gi in thoi hoc truy cp hp th in t (E-mail) Min ph ng k s dng dch v Min ph thng nin. Bt u tnh ph vi s in thoi th hai ng k dch v. Min ph thay i thng tin s dng dch v (thm ti khon, i s in thoi, v.v) 500 ng cho mi tin nhn gi i yu cu cung cp thng tin ng k 1 ln, s dng mi mi c. Mobiebanking (Fa@stMobipay ): Dch v thanh ton qua tin nhn in thoi di ng F@stMobipay ca Techcombank gip khch hng tha mn cc nhu cu: mua sm trc tuyn np tin cho thu bao di ng tr trc hoc thanh ton cc ph cho thu bao tr sau Tnh nng Thanh ton ha n hng ha, dch v Np tin cho thu bao di ng tr trc Thanh ton cc ph i vi thu bao tr sau Truy vn s d ti khon Chuyn khon gia cc ti khon trong Techcombank Tra cu lit k giao dch, t gi hi oi v thng tin li sut Tin ch Mi lc, mi ni u c th thc hin giao dch 0 pht i n ngn hng, ch cn nhn tin qua in thoi di ng Min ph ng k s dng dch v Min ph thng nin

 500 ng cho mi tin nhn gi yu cu n Techcombank 5.000 ng ph thay i thng tin ng k (cha bao gm VAT) 10 triu ng hn mc ti a thanh ton ha n mua hng 100 triu ng hn mc chuyn khon ti a trong ngy Thanh ton a dng cc loi hng ha, dch v An ton vi mi thng tin giao dch a dng vi hai gi dch v: gi thng v gi trn gi ng k 1 ln, s dng mi mi d. Ngn hng trc tuyn F@ST I-BANK Dch v ngn hng trc tuyn F@st i-Bank ca Techcombank c mt t nm 2007 h tr khch hng khng c thi gian n ngn hng giao dch, i mua v my bay, hay thanh ton cc ha n in, ncCh cn c my tnh kt ni Internet, bn hoan toan c th thc hin cc cng vic trn mt cch d dng, nhanh chng. Tnh nng Qun l thng tin cc ti khon In bng lit k chi tit giao dch ca ti khon tin gi, tin vay,... Chuyn khon trong v ngoi Techcombank Thanh ton d n th tn dng v cc ha n hng ha, dch v Gi tin tit kim ti Techcombank vi li sut u i ng k trc tuyn thng tin vay vn v cc dch v th ti Techcombank Tin ch Mi lc, mi ni u c th thc hin giao dch vi mt my tnh kt ni Internet 0 pht i n ngn hng, ch cn truy cp vo website ca Techcombank Min ph thc hin giao dch chuyn khon gia cc ti khon trong Techcombank 7.000 ng ph thc hin giao dch chuyn khon cho tt c cc ti khon ngoi Techcombank trong cng h thng CITAD (cha bao gm VAT) 500 triu ng l hn mc ti a cho cc giao dch chuyn khon An ton vi cng ngh bo mt hng u th gii RSA n gin, tin li ng k v s dng dch v a dng vi hai gi dch v: Gi thng (20.000 ng/nm ph thng nin - cha bao gm VAT) v Gi trn gi (100.000 ng/nm ph thng nin - cha bao gm VAT) e. Online trc tuyn, webbanking, hotline: Trang web ca Techcombank kh cp nht, p ng c nhiu nhu cu ( tm thng tin , giao dch,) Ngoi ra cn c cc knh h tr cng thanh ton in t cung cp gii php thanh ton trc tuyn cho cc trang web thng mi in t F@stVietPay. Thng 6/2006: Call Center ( ca Avaya ) v ng dy nng (Phonebanking) 04.9427444 chnh thc hot ng. Thng 5/ 2008: trin khai thm s Dch v khch hng min ph 1800 588 822. Call center (Trung tm cuc gi) l trung tm s dng hnh thc giao tip qua in thoi l ch yu, s dng nhiu nhn vin ( Call Agent) ngi bn in thoi tr li cc cuc gi ca khch hng nhm gii p thng tin, t vn cho KH nhm mang li s hi lng ca khch hng i vi sn phm dch v do i tc cung cp. f. Th thng minh: L phng thc ngn hng tip cn v phc v khch hng ca mnh khng thng qua i ng nhn vin tip xc trc tip, bng vic a dng ha cc loi th, ngn hng a dng cch thc phc v ca mnh, iu ny cng gp phn lm gim lng khch hng n giao dch trc tip ti ngn hng.

Chnh thc pht hnh th thanh ton F@stAccess-Connect 24 (hp tc vi Vietcombank) vo ngy 05/12/2003. Ngy 13/12/2004 K hp ng mua phn mm chuyn mch v qun l th vi Compass Plus. Ngy 29/09/2005: Khai trng phn mm chuyn mch v qun l th ca hng Compass Plus. Ngy 15/12/2006: Ra mt th thanh ton quc t Techcombank Visa. Thng 03/2008: Ra mt th tn dng Techcombank Visa Credit TCB chm chn so vi ngn hng ACB khi h ra mt th thanh ton v rt tin ton cu Visa Electron t nm 2003. Tuy nhin cho n nay TCB l ngn hng hng u v ng dng cng ngh trong gii php pht trin th trng. Ngy 3/10/2011: Techcombank chnh thc cng b ra mt sn phm ti khon c nhn F@stEasy vi nhiu tin ch ph hp vi nhm khch hng c nhu cu giao dch thng xuyn vi hn mc cao. F@st Easy th hin r nt s tin li ca sn phm ti khon c nhn Techcombank thng qua 3 tnh nng vt tri Hn mc giao dch cao, Knh giao dch a dng v Thu chi t ng. Th ng thng hiu: Techcombank phi hp vi cc hng: VietNamAirline, Vincom, pht hnh cc th ng thng hiu Vietnam Airlines Techcombank Visa ( Visa Credit, Visa Debit), Vincom Center Loyalty. Th TCB to nn thng hiu trn th trng v to ngun thu ng k. Cc knh phn phi c mi lin kt vi nhau nh vic th Visa giao dch ti ATM, s dng Homebanking, Mobilebanking, F@st i-banking giao dch v thanh ton. Techcombank thc hin y c 3 ni dung ca Internet banking l cung cp thng tin, giao tip v giao dch. TCB trin khai dch v Internet Banking ti tt c khch hng c nhn c ti khon tin gi thanh ton ti ngn hngkhch hng cn c hng u i v ph dch v. 2.2.2. Cng ty lin kt: Cng ty lin kt l hnh thc cc cng ty hot ng ngoi lnh vc ngn hng chp nhn thanh ton qua th ca ngn hng Techcombank. Cc sn phm lin kt, bn cho sn phm ti chnh, c trin khai ngy cng nhiu, in hnh l Bancasurrance (lin kt ngn hng - bo him gp phn thu ht tin gi tit kim, tng vn, em li khon thu cho ngn hng, pht trin khch hng, to ra tin ch a dng hn. Song song vi cung cp dch v bo him, khch hng c th s dng cc dch v sn c ca ngn hng nh m ti khon thanh ton chuyn khon, s dng th ATM, th tn dng, Lin kt Bo Vit nhn th-Techcombank: l mt trong cc lin kt ngn hng v bo him Vit Nam cho ra i cc sn phm Bancassurance u tin. Vo ngy 01/08/2006 hai bn k kt hp tc cho ra i hai sn phm l Ti khon tit kim gio dc v Tn dng cho nh mi v t xn. Ngy 20/11/2007 Bo Vit v Techcombank tip tc trin khai 2 sn phm mi l s kt hp An tm tiu dng ca Bo Vit v Cho vay tiu dng tr gp v Cho vay tr gp mua hng ca Techcombank. Vic chnh thc ra mt cc sn phm Bancassurance mi ny nh du bc pht trin mi trong hot ng Bancassurance gia Techcombank v Bo Vit Nhn th. 2.2.3 Cng tc vin: Trong ngn hng c nhiu b phn c th s dng cng tc vin nhng nhng cng tc vin kinh doanh- t vn pht hnh th, h tr s dng th chnh l con ng ngn nht a sn phm dch v ca ngn hng n vi khch hng. Nhng cng tc vin ( nhn vin kinh doanh)

ny gp phn khng nh vo vic xy dng knh phn phi dch v ngn hng bn l. Tuy nhin so vi m hnh cng tc vin ca 1 s NH nh Sacombank, Vietcombank, ACB,..th knh phn phi ny ca Techcombank cha ni tri bng. 3. nh gi v thnh tu: 3.1. nh gi Ngoi nhng tnh nng u im c ni n trong tng knh phn phi th vn cn nhng tn ti sau: Chin lc pht trin ca cc NHTM c nhiu im tng ng, nh pht trin dch v bn l v knh phn phi dch v. iu ny phn nh mt bng pht trin chung, song cng l im kh trong xy dng chin lc ring ca mi NHTM khi mun to dng ci ring ca mnh trc cng chng. Trong vic m rng Internetbanking, cc ngn hng thiu s kt hp vi nhau, nh vic xy dng h thng ATM ring bit ( mi ch c s t ngn hng kt ni ) gy ra s lng ph vn v thi gian, s cnh tranh khng ng c gia cc ngn hng, s kh khn cho la chn ca khch hng khi s dng dch v ngn hng. Do hiu qu s dng thp. Hay vic ngn hng c kt ni vi nhau th qun l, kim sot lng lo dn n tn tht. V vic 1 KH dng th Eximbank ht hn, rt c tin trong cy ATM ca Techcombank ( do 2 NH c kt ni), 3.2. Thnh tu: i mt vi nhng tn ti, Techcombank cng khng nh v tr mt trong 4 NHTMCP ln nht Vit Nam. Nm 2007, Techcombank pht trin vt bc ca dch v th vi tng s lng pht hnh t trn 200.000 th cc loi. Tr thnh ngn hng Vit Nam u tin v duy nht c Financial Insights cng nhn thnh tu v ng dng cng ngh i u trong gii php pht trin th trng. Nm 2005, Techcombank ng dng phn mm ngn hng li cebanking, nm 2008 nng cp h thng corebanking T24.R7, lm c s pht trin cc knh phn phi dch v. Gia cc knh phn phi nh ATM, Mobilebanking, NH trc tuyn, Homebanking c s h tr, tng tc nhau gip cho giao dch, thanh ton y mnh. Techcombank thc hin y c 3 ni dung ca Internet banking l cung cp thng tin, giao tip v giao dch. TCB trin khai dch v Internet Banking ti tt c khch hng c nhn c ti khon tin gi thanh ton ti ngn hngkhch hng cn c hng u i v ph dch v. 24/7/2011: t gii thng 'Ngn hng bn l tt nht nm 2011 ca VN do Asian Banking and Finance bnh chn. Ngy 27/9/2011: c tp ch quc t Finance Asia bnh chn trao tng gii thng Ngn hng tt nht nm 2011 ca Vit Nam- The best bank 2011, Ngn hng qun l tin t tt nht nm 2011 ti Vit Nam - The best cash management bank, Ngn hng thanh ton quc t v ti tr thng mi tt nht Vit Nam nm 2011 - The best trade finance bank.

Danh sch nhm: 1. Phan Th Ngc H (nt) 2. Nguyn Vn Trnh 3. Nguyn c Hong 4. Thn Xun Linh 5. V Hong Trng Th 6. L S Minh Tun 7. Nguyn Ngc Long 8. Nguyn Minh Vng 9. Phm Vn Thuyn 10. L Th Tng 11. Nguyn c Thnh