In 2017, the Party Committee of the Joint Stock Commercial Bank for Investment and Development of Ha Nam Branch (BIDV) selected Party Cell 2 to build a pilot model of "Improving professional style, enhancing customer service quality" according to the ideology, ethics and style of Ho Chi Minh. Up to now, the model has been widely replicated throughout the Party Committee, promoting high efficiency with the spirit of self-criticism and criticism of each cadre and Party member, contributing to creating changes in awareness, responsibility, working style, well meeting the requirements of the unit's business tasks.
Comrade Duong Thi Ngoc Lan, Party Committee Secretary, Director of BIDV Ha Nam branch said: In order to spread the learning and following of Ho Chi Minh's moral example throughout the Party, in recent years, the Party Committee and the Board of Directors have focused on promoting propaganda and mobilizing cadres, party members and workers to actively follow through with practical and specific actions. In particular, the branch has identified and focused on innovating transaction style and creating customer satisfaction as a regular and continuous task in the unit's operations.
Implementing the model of "Improving professional style, improving customer service quality", BIDV Ha Nam Party Committee has focused on directing strong improvements in the lending process towards simplifying procedures, shortening appraisal and lending time, reducing hassles and ensuring capital safety. Along with that, focusing on arranging the organization, apparatus, improving the quality of the staff, employees with reasonable quantity and structure towards international standards; diversifying forms of training, fostering expertise and skills to create a professional working style; encouraging, supporting and creating conditions for everyone to promote initiatives to improve business processes. From 2017 to 2022, the branch has 28 grassroots-level topics and initiatives, many of which have been effectively applied in practice. Thanks to that, it has contributed to supporting operations, improving labor productivity, increasing transaction processing time, saving time and costs. Typical initiatives include: Solutions to increase digital customer base; solutions to reduce training costs and improve professional capacity of staff, especially sales staff; solutions to improve retail service quality; solutions to increase FDI customer growth... In addition, the branch regularly organizes specialized training courses on digital customer development, small business customers; new professional courses on trade finance; access to project loans; access to retail customer loans...
Along with promoting the learning movement, the branch also pays special attention to training in risk control culture practices in other aspects of professional activities for each employee and worker according to the action motto of BIDV Ha Nam in 2022, which is "Discipline, efficiency, digital transformation".
Following the ideology, morality and style of Ho Chi Minh, BIDV Ha Nam Party Committee has not only effectively implemented the innovation of professional style, but each employee has also actively cultivated morality, practiced their profession, been creative, improved professional ethics, behavioral culture, and sense of responsibility in performing their duties. This is demonstrated by specific actions: in 2018, the branch returned more than 496 million VND to customers; in 2022, it was 135 million VND, thereby contributing to creating trust, prestige and image of BIDV Ha Nam with all levels, sectors and customers.
In recent years, implementing the model of following Uncle Ho's moral example, BIDV Ha Nam Party Committee has effectively implemented the content of improving the quality of customer service. The branch always focuses on investing in improving the quality of modern, friendly products and services, creating favorable conditions for customers to easily access credit capital. Actively improving and optimizing the process of saving deposits, money transfer services, remittances, card services, cash services. Exploiting new products with high efficiency such as: UAPS L/C products, domestic L/C... Therefore, it has reduced costs, shortened service provision and transaction time and improved the effectiveness of the quality management system towards the goal of increasing productivity and service quality. Currently, service revenue is mainly concentrated from payment fees, accounting for 38%; card services account for 24%.
From the specific and practical actions following Uncle Ho's ideology, morality and style, they have made positive contributions to the business activities of the unit. In the years: 2017, 2018, 2020, the branch has always completed its business tasks excellently. Especially in 2022, BIDV Ha Nam is the unit that has excellently completed its business plan, leading the Red River Delta Dynamic Cluster. In 2021, the Party Committee was commended by the Provincial Business Bloc Party Committee as a grassroots party organization that has excellently completed the implementation of Resolution 4 of the Central Committee (term XII) and Directive No. 05-CT/TW of the Politburo; is a typical collective in studying and following the moral example of Ho Chi Minh (on the occasion of the 5-year review of the implementation of Directive 05-CT/TW).
Promoting the achieved results, in the coming time, BIDV Ha Nam Party Committee will focus on doing well the work of Party building, continue to promote studying and following Ho Chi Minh's ideology, morality and style with specific, practical and effective actions, contributing to creating positive changes in both awareness and action among all Party members, building a clean and strong grassroots Party organization in all aspects, and excellently completing assigned tasks.
Phung Thong
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