1. Interview Miss Nguyen Hue Hang, the manager of Customer service department (this department have: the card department, individual customer transactions, business customer transactions, international payments department).
Time: 05h30 pm, 18thSeptember 2015.
Place:BIDVBac Lieu branch
Type of interview: In-depth interview Interviewer:Ms.Vi
Transcript:
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Interviewer: Hello Miss Hang, My name is Vi. At present, I am performing the MBA thesis at ISB Institute of University of Economy. Today I do this interview with the purpose to collect information for my essay with topic “COPING WITH STRESS IN THE CARD DEPARTMENT IN BIDV BAC LIEU BRANCH”. May I ask you some questions about current situation in your department?
Miss Hang: Of course!
Interviewer: Can you provide me some information about current situation and last year of the card department?
Miss Hang: In 2015, the branch issued more than four thousand debit cards; the credit card decreased about 10%. However, the number error debit cards are about 10%
per year. Only in December 2015 the card department must issued almost one thousand cards for workers and students. There were about 2% error cards among that. And the staffs had to spend a lot of time to deal with problem.
Interviewer: According to you, what is the most reason lead to the number of error increase to high?
Miss Hang: The most reason lead to the number of error to high this is pressure about time. In limited time the staffs must finish a lot of work. Therefore they must do overtime with work overload lead to increase number of error.
Every day, staffs must do over time about 2-3 hours per day. Moreover, the staffs change every three or six months between department, seller become teller and teller become seller. This may be the reason make the low intention in main tasks and leading to the inefficiency in main work.
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Moreover, staffs must do overtime but they do not have to pay salary or bonus or any promotion for them. Sometime, they do not concentrate to work and the number of error increase from day to day.
Interviewer: Recently, according to report of customer service center and customer show that staffs have bad attitude to customer? According to you, does existence the stress in employee?
Miss Hang: Yes. I think so. Everyone has different stress triggers and work stress tops the list. In addition, there are only eight employees in the card department, they stress because they work overload everyday and based on record of accounting department, show that employee performance have bad trend and decrease productivity.
Every year, employee have about 12 day absent. Other employee just use 4 or 5 days but staffs in the card department use 12 more than 12. Because they feel unhappy, feel stress when they go to work so that they usually late and absent from work more than other tellers.
Interviewer: According to you, what is the reason lead to stress in employee?
Miss Hang: I think work overload is the most reason. I think that recently the numbers of work make them unhappy in your job. They work long hours and have a heavy workload or too much responsibility.
Addition, the change of manager lead to change some policy and they feel bad about them, new manager unclear expectations of your work, or no say in the decision - making process and evaluate them work under their productivity.
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They are insecure about your chance for advancement or risk of termination, have to give speeches in front of colleagues and facing discrimination or harassment at work, especially the bank not supportive.
Interviewer: Your employees feel stress, so do you feel stress?
Miss Hang: Yes, I must accept a lot of transaction per day. Moreover I must execute four departments in transaction customer department is: the card department, individual customer transactions, business customer transactions, international payments department. There are a lot of mistake and a lot of employee. I must deal with stress more than 4 times to compare with staffs in the card department.
Every day, I must do with all of my energy and sometime I really want to switch to another job to decrease stress and spend more time for family.
Interviewer: Do you hold meeting to find the way and improve this situation?
Miss Hang: the card department was hold a lot of meeting to find the way to improve this situation but the problem not is solve. There are a lot of way to punish their error but not effective. The staffs have a trend to delay their work and have bad attitude with customer, co-worker and leader.
Interviewer: Me too, now I work in Phuoc Long transaction office and do not feel stressed. One year ago, when I work in the card department, I always feel exhausted and some time have bad attitude. I hope that, this essay and your information will help the bank improve this situation. Thanks you very much!
2. Interview Mr. Tran Van Thi, the manager of Ho Phong transaction office.
Time: 08h20 pm, 22thSeptember 2015.
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Place: phone call interview
Type of interview: In-depth interview Interviewer: Ms.Vi
Transcript:
Interviewer: Hello Mr. Thi, My name is Vi. At present, I am performing the MBA thesis at ISB Institute of University of Economy. Today I do this interview with the purpose to collect information for my essay with topic “COPING WITH STRESS IN THE CARD DEPARTMENT IN BIDV BAC LIEU BRANCH”. May I ask you some question about current situation in your department?
Mr. Thi: Yes. Could you tell me more about the reason you call for me!
Interviewer: Can you provide me some information about current situation and last year of the card department in your transaction office?
Mr. Thi: In 2015, my office was ranking the first in seven office of BIDV Bac Lieu, so that in my office there are a lot of customers with difference transactions. The number debit cards are increase about 110% to compare with the last year. However the number error debit cards also increase about 20% to compare with 2014. And the staffs must spend a lot of time to deal with problem.
Interviewer: According to you, what is the most reason lead to the number of error increase to high?
Mr. Thi: The most reason lead to the number of error to high this is work overload and the role conflict. In limited time the staffs must finish a lot of work in a lot fields
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such as: tally money, Therefore they must do overtime with work overload lead to increase number of error.
Every day, staffs must do over time about 2-3 hours per day. Moreover, the staffs change every three or six months between departments. This may be the reason are the common causes of inefficiency at the workplace.
Moreover, staffs must do overtime but they do not have to pay salary or bonus or any promotion for them. Sometime, they do not concentrate to work and the number of error increase from day to day.
Interviewer: Recently, according to report of customer service center and customer show that staffs have bad attitude to customer? According to you, does existence the stress in employee?
Mr. Thi: Yes. I think so. There is only one employee responsibility for card transaction. She stress because she work overload everyday and not only responsibility for card operation but also do a lot of other works.
Every year, employee have about 12 day absent. Other employee just use 4 or 5 days but staffs in the card department use 12 more than 12. Because they feel unhappy, feel stress when they go to work so that they usually late and absent from work more than other tellers.
Interviewer: According to you, what is the reason lead to stress in employee?
Mr. Thi: I think that new regulations, technological advancements and hyper competition have increase organizations expectations and work pressure on employees to meet competition, so employees are required to perform multiple tasks
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more efficiently, all these factors takes the form of work overload that results in the form of stress. They work long hours and have a heavy workload or too much responsibility.
Addition, the change of manager lead to change some policy and they feel bad about them, new manager unclear expectations of your work, or no say in the decision - making process and evaluate them work under their productivity.
They are insecure about your chance for advancement or risk of termination, have to give speeches in front of colleagues and facing discrimination or harassment at work, especially the bank not supportive.
Interviewer: Your employees feel stress, so do you feel stress?
Mr. Thi: Yes, I must accept a lot of transaction. My office only has two tellers but there are a lot of mistakes. Some time a must share the work with the teller because there are a lot of customers. Every day, I must do with all of my energy and sometime I really want to switch to another job to decrease stress and spend more time for family.
Interviewer: Do you hold meeting to find the way and improve this situation?
Mr. Thi: Every month my office hold a meeting to find the way to improve this situation but the problem not is solving. There are a lot of way to punish their error but not effective. The staffs have a trend to delay their work and have bad attitude with customer, co-worker and leader.
Interviewer: Me too, now I work in Phuoc Long transaction office and do not feeling stress. One year ago, when I work in the card department, I always feel
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exhausted and some time have bad attitude. I hope that, this essay and your information will help the bank improve this situation. Thanks you very much!
3. Mr. Nghia (37 year old ) A Teller who working in the card department:
Time: 06h30 pm, 18thSeptember 2015.
Place: BIDV Bac Lieu branch
Type of interview: In-depth interview Interviewer: Ms.Vi
Transcript:
Interviewer: Hello Mr. Nghia, My name is Vi. At present, I am performing the MBA thesis at ISB Institute of University of Economy. Today I do this interview with the purpose to collect information for my essay with topic “COPING WITH STRESS IN THE CARD DEPARTMENT IN BIDV BAC LIEU BRANCH”. May I ask you some question about current situation in your department?
Mr. Nghia: Of course! However as you see I’m not finished today’s work!
Interviewer: Can I help you after the interview? Can you provide me some information about current situation in the card department?
Mr. Nghia: Yes. I worked in accounting department more than one month ago. At the end of June, I receive a decision of director change to work in the card department. I must start to study all documents relate to this position. However, my bank has a policy to manage employee, the employee were changed frequently between departments. Now, I study about card.
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I issue about fifty cards per day and every card we must registration plus 1, 2 or 3 services such as: open account, BSMS, Smart banking, VnTopup...I have about 200 transactions per day. Every transaction I must spent 2 or 3 minute to do. Moreover, my department must replace cash for ATM every day. Time to tally money, freight money to ATM, and write report…about 1 hour/ATM, so that every day, I must work overtime at least 1 hour. To finish soon, I must reduce the time to check documents and the number error increase if I do not check clearly documents.
Interviewer: According to you, what is the most reason lead to the number of error increase to high?
Mr. Nghia: I think is work overload and overtime. I must do a lot of work in limit time, role conflict and ambiguity. Only two people in the card department, I responsibility for domestic card and one is responsibility for other cards. To finish soon, I must do a lot of difference work and reduce the time to check documents and the number error increase if I do not check clearly documents.
Moreover, the staffs change every three or six months between departments. This may be the reason are the common causes of inefficiency at the workplace. I just change into this department more than one month. There are a lot of regulations, I’m not clear but I do not have time to improve knowledge and hard for me to do right all transactions.
I must do overtime but I do not have to pay salary or bonus or any promotion for them. Sometimes, I do not concentrate on work and the number of error increase from day to day.
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Interviewer: Recently, according to report of customer service center and customer show that staffs have bad attitude to customer? According to you, does existence the stress in employee?
Mr. Nghia: Yes. I feel stress. I’m stress because I work overload everyday and not only responsibility for card operation but also do a lot of other works. .
I always feel unhappy and stressed when I go to work because there are a lot of pressures for me. I do not have enough time for my family and myself. I am usually late and absent from work more than other tellers because I want to have time to relax, reduce stress and spend time for my family.
Interviewer: According to you, what is the reason lead to stress in employee?
Mr. Nghia: I work long hours and have a heavy workload or too much responsibility. Addition, the change of manager leads to change some policy and I feel bad about them, new manager unclear expectations of your work.
They are insecure about your chance for advancement or risk of termination, have to give speeches in front of colleagues and facing discrimination or harassment at work, especially the bank not supportive.
Interviewer: Do you feel stress?
Mr. Nghia: Yes. I feel stress right now because I have a lot of work to do after the interview.
Interviewer: Do you have meeting to find the way and improve this situation?
Mr. Nghia: Every month my department holds a meeting to find the way to improve this situation but the problem not is solved.
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Interviewer: Me too, now I work in Phuoc Long transaction office and do not feeling stress. One year ago, when I work in the card department, I always feel exhausted and some time have bad attitude. I hope that, this essay and your information will help the bank improve this situation. Thanks you very much! And Can I help you?
4. Mr. Bao: A banker who working in credit department:
Time: 05h15 pm, 17thSeptember 2015.
Place: BIDV Bac Lieu branch
Type of interview: In-depth interview Interviewer: Ms.Vi
Transcript:
Interviewer: Hello Mr. Bao. My name is Vi. At present, I am performing the MBA thesis at ISB Institute of University of Economy. Today I do this interview with the purpose to collect information for my essay with topic “COPING WITH STRESS IN THE CARD DEPARTMENT IN BIDV BAC LIEU BRANCH”. May I ask you some question about current situation in your department?
Mr. Bao: Yes!
Interviewer: Can you provide me some information about current situation in the card department?
Mr. Bao: Two years ago, I was a teller to be responsible for card and ATM. I was change to credit department in Phuoc Long town. Now, I was change again to credit
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department in Bac Lieu province. When the customer asks me about card or ATM, I forget almost all knowledge about that. I’m not clear about current situation in the card department.
Interviewer: According to you, two years ago the error to small. However recently the number of error increase to high? Can you tell me why the error two years ago to small?
Mr. Bao: Two years ago, I issue about seventy cards per day and every card we must registration plus 1or 2 services such as: open account, BSMS. I have about 140 transactions per day. Every transaction I must spent 2 or 3 minute to do. Now, internet banking increase the teller must registration more Smart banking, VnTopup, Payment bill, BIDV Online, BIDV Mobile… The numbers of employees and time to work not change among the number transactions increase two or three times. This can be the reason lead to increase number of error.
Moreover, staffschanges every three or six months between departments. This may be the reason are the common causes of inefficiency at the workplace: The role conflict and role ambiguity. I change into this department more than one year. There are a lot of regulations I’m not clear but I must have meeting with customer every day. I do not have time to improve knowledge. This is hard for me!
Interviewer: Do you feel stress when you work in the card department?
Mr. Bao: Yes. I feel stress more than now. I’m stress because I work overload everyday and not only responsibility for card operation but also do a lot of other works. I always feel unhappy.
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Interviewer: According to you, what is the reason lead to stress in employee?
Mr. Bao: I work long hours and have a heavy workload or too much responsibility.
Addition, the change of manager leads to change some policy and I feel bad about them, new manager unclear expectations of your work. Especially they not supportive me, not clear about your ability lead to have wrong decision when they change employees between departments.
Interviewer: Do you have meeting to find the way and improve this situation?
Mr. Bao: Yes, I do. But the problem not be solve and have more bad trend.
Interviewer: Me too, now I work in Phuoc Long transaction office and do not feeling stress. One year ago, when I work in the card department, I always feel exhausted and some time have bad attitude. I hope that, this essay and your information will help the bank improve this situation. Thanks you very much!
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