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A report on HSBC
Title page
In case study of HSBC
Prepared for: Ms Doti Chee
Contemporary issues in marketing management
Course no: MKT F05
International Training Program, Banking Academy
Prepared by 2M&L groupF05B
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Introduction
1870 HSBC first opened an office in Saigon (now Ho Chi Minh City. Ho Chi Minh City).
August 1995, a branch in Ho Chi Minh City is licensed and offers a full range of banking and
financial services. HSBC opens second branch in Hanoi and established representative office in
Can Tho in 2005. 01 On 01 December 2009, HSBC opened bank with 100% foreign capital and
became the first foreign bank to the bank in operation in Vietnam. The new bank called Bank
Limited HSBC (Vietnam) of 100% owned by Bank of Hong Kong and Shanghai. Bank Limited
HSBC (Vietnam) is a bank with 100% foreign capital and first put branches and transaction
offices in operation in Vietnam. Currently, the network consists of a bank's headquarters, a
branch and five transaction offices in Ho Chi Minh City. Ho Chi Minh City, one branch, three
transaction offices and savings banks in Hanoi, four branches in Binh Duong, Can Tho, Da
Nang, Dong Nai and two representative offices in Haiphong and Vung Tau.
Currently, HSBC is one of the largest foreign bank in Vietnam in terms of investment capital,
network, product categories, the number of employees and customers.
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Executive summary
HSBC Holdings plc, the parent company of the HSBC Group, is headquartered in London.
Group to serve approximately 60 million customers through four global business: Personal
Finance Services and Asset Management, Corporate Finance Services, Global Financial
Services, and Foreign Exchange Market capital markets, and Personal Banking Services
worldwide. HSBC's international network includes 6,600 offices in 81 countries and territories in
Europe, Asia - Pacific, North America and Latin America, the Middle East and North Africa.
With assets of U.S. $ 2,692 billion as of December 31, 2012, the HSBC Group is one of the
service organization's largest banking and financial world.
With over 140 years of experience operating in Vietnam market, HSBC provides a full range of
banking and financial services including: Personal Financial Services and Asset Management,
Corporate Finance Services, Services Global Finance, Foreign Exchange Services and capital
markets, payment services and cash management, payment services and international trade
finance and securities services. With a long history of activity as well as an understanding of the
market in Vietnam, HSBC's commitment to bring the best service to customers.
The products and services:
- Personal Financial Services and Wealth Management
- Enterprise Financial Services
- Global Financial Services
- Payment Services and Cash Management
- Foreign Exchange Services and Capital Markets
- International Payment Services and Trade Finance
- Securities Services
- Business Insurance Services
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1.3. CRM benefits
1.3.1. Definition of CRM
CRM is a concerned with the creation, development and enhancement of individualized
customer relationships with carefully targeted customers and customer groups resulting in
maximizing their total customer life-time value (CRM, Payne).
1.3.2. Benefits of CRM in HSBC Bank
New sales opportunities
Can classifypotential customers. HSBC uses data mining to save customers
informationHSBC will able to analysis and know what they can do to improve
the server better meet customers needs and wants. This CRM tool also helpsHSBC bank saving the money because they no need to spend additional cost to do
survey on customers.
Can automate sales activities saving time having more time to build
relationship to customers.
Improved customer service
Can pro-active approach to customer service. HSBC has customer services
department, which includes hotline system and email address, to answercustomers questions and issueshaving better customer service.
Can solve customer problemsquickly having customers trust having more
customers loyal.
Plan, execute and audit targeted marketing campaigns
Sage CRM makes it easy for you to track each phase of a marketing campaign
and provides all the tools you need for meaningful analysis and powerful
campaign measurement (entergraty, n.d)
HSBC has customer management department to classify each customer group to
easily track. For different group, HSBC has different ways to marketing; they can
introduce their new products by phone, mail and so on having long-term
relationship with customershaving customers loyal.
Better decision making
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CRM applications provide a single view of the customer across all touch points
and channels, as well as delivering comprehensive reports of customer
behaviours, marketing campaign results and sales activity (entergraty, n.d)
HSBC has own mail box to receive customers issues can synthesize the major
issues that customers faced, then they answer these questions on their website to
everyone know.
Greater efficiency
With an integrated CRM system, you can gain immediate access to your
organisations critical customer information. Good CRM software also increases
internal efficiencies by automating workflow processes, reducing human error,
decreasing process time and providing consistency throughout the entire
organization (entergraty, n.d)
HSBC is using e-banking, which can help customers make transactions through
internet and save their time. Through the system, HSBC can collect information
of customers and work automatically => reduce errors and saving time.
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1.4. Make justified recommendations for the improvement in customer relationship
management for a selected organization.
Problem Cause Solution
HSBC has a new program to
increase usability for
customers, but the new
program which is difficult
with elderly clients, because
they do not use the internet
and do not sensitive with
modern equipment. so the
online program is still too
difficult to use with older
clients
The reason HSBC create
modern program is they
focus on young customer
more than elderly customer.
They should make it more
simple to elderly customer
can use it.
HSBCs staff should help
customer know how to use
this new program.
HSBC has not many
customer
Nowadays, HSBC just
popular in some cities in Viet
Nam such as Ha Noi capital,
Ho Chi Minh city, Da Nang
city Beside that HSBC
still not develop in some
town
HSBC should open more
branches to get more
customer
HSBC should have more
advertise in mass media to
attract customer in around
Viet Nam
Some customers have
encountering disagreement
while using the services ofHSBC.
They have to email or to the
bank to report, then wait 24
hours to review the bank's
HSBC system in Viet Nam is
developing and completing
so they still some mistakes.
Bank should upgrade
complaint solving system.
HSBCs staff should
regularly check mail to solve
customers problem faster.
HSBCs manager should
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mail client. Then solve the
following day.
This causes discomfort and
take less time customer
send letter to apologize for
customer after receive
complain to make customer
fell more comfortable.
Conclusion: each bank also has different issue in system, HSBC is not an exception. So HSBCs
mistake could be sympathized by the customer. Although, they must improve their system to
make the service become more convenient.
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2.1. Carry out a stakeholder analysis for Save the childrenand EVN
2.1.1. Voluntary sector - Save the children
2.1.1a. ProjectWorld Prematurity Day 2012
Born too soon, but not born to die.
More than 1 in 10 babies is born prematurely, however 75% of those babies
can be saved without the need for Neonatal Intensive Care. Greater
investment in training and equipping frontline health workers is needed to
deliver the care required to save babies lives. Steroid injections for women in
preterm labour, antibiotics for newborn infections and Kangaroo Mother Care
(wrapping preterm babies in skin-to-skin contact with their mother for warmth
and easier breastfeeding) could save hundreds of thousands of lives. (Save the
children, 2012)
2.1.1b. identify stakeholders
Stakeholders Interest Needs Expectations
Donors Interest on the change of
company profit in the
future
To be shown the ability of
helping both victims and
company of the project, the
ability to donate for the
project
Gain reputation
Increase long-term
profit
Having support from
Save the children
Volunteers Interest on what they can
do for the community
and make the world
become better
Fulfill the feeling of having
responsibilities with the
community
Experience a different life
when contributing for the
project
Help as much as
children as they can
Become more mature
through the process of
live far from home and
take care of victims
Victims Interest on how can they
survive and live through
the different times and
Health care
Better treatment and
equipment
Be protected and
survive
Having money to
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Volunteers & victims are keep informed because they have low power and high
interest. Volunteers have no power in controlling the activities of the project.
However, they have very high interest which motivate them to contributing take
care of victims without any payment. Victims have high interest as well because
they need to be survive and protected by the project.
2.1.2. Public sector - EVN
2.1.2a. ProjectConstruction of thermal power plant Uong Bi
On 19/05/1961, Uong Bi Thermal Power Plant with a capacity of 48 MW
was constructed. In 1963 it was inaugurated and put into operation. This
thermal power plant had the largest capacity of the North during that time.
Soviet Union helped build, supply of equipment and training of staff and
workers, is one of the main power suppliers for the construction of
socialism in the north. Then the plant increased the capacity to 153 MW.
In 5/2002, the project Uong Bi Thermal Power Plant 300 MW capacity
expansion (1 unit) was started by EVN as an investor, with an investment
of 300 million USD. To date, the plant has commercial power generation.
Currently, EVN continues to invest in Uong Bi thermal power project to
expand the capacity. (EVN, 2011)
2.1.2b. identify stakeholders
Stakeholders Interest Needs Expectations
Investor Interest in how much
profit the project can
bring back
To be shown the
profitability of the project
and how big the profit will
be
Get the money back
Get priority and
advantage of using
electricityGovernment Interest on can project is
worth to invest, how the
project affect on people,
do they get more support
To be convicted that the
project is very essential
and have important role in
providing electricity in
Can afford the cost of
construction
Gain reliance from the
people inside Vietnam
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when constructing the
plant
Vietnam
Customer Interest on can the plant
finish construct on time,
can it provide enough
electricity
Better electricity system
and electricity supplement
Reasonable price for
good quality of electricity
Have enough electricity
for using and producing
Dont have to pay too
high to use electricity
2.1.2c. Assessment
2.1.2d. stakeholder report
Investors & government (management closely)
High
Low
High
Keep satisfiedManage closely
Monitor Keep informed
InterestLow
Customer
Government
Investors
Power
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2.2. Describe the nature of the relationships with customer within two selected not-for-
profit organizations
2.2.1. Characteristics of Save the children and Red cross
Characteristic Save the children Red cross
Goals Save the Children has a broad
domestic and global footprint,
helping improve the lives of millions
of children in the United States and
around the world.(Save the child,
n.d)
Goal 1: Reduce the number of deaths,
injuries and impact from disasters.
Goal 2: Reduce the number of deaths,
illnesses and impact from diseases and
public health emergencies.
Goal 3: Increase local community, civil
society and Red Cross Red Crescent
capacity to address the most urgent
situations of vulnerability.
Goal 4: Promote respect for diversity
and human dignity, and reduce
intolerance, discrimination and social
exclusion. (Red cross, n.d)
Nature of
message
Mission Save the Childrens mission are to
inspire breakthroughs in the way the
world treats children and to achieve
immediate and lasting change in
their lives. . (Save the child, n.d)
The International Committee of the Red
Cross (ICRC) is an impartial, neutral and
independent organization whose
exclusively humanitarian mission is to
protect the lives and dignity of victims of
armed conflict and other situations of
violence and to provide them with
assistance.
The ICRC also endeavors to prevent
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suffering by promoting and strengthening
humanitarian law and universal
humanitarian principles. (Red cross, n.d)
Slogan Change the life of a child today. It's a matter of Life & Death- 2012
Benefit
of cost
Have the opportunity to help
disadvantaged children.
Improve understanding of
medicine, life.
Increase income through blood
donation
Increase understanding of the life
skills
Understand and know how to perform
first aid skills
Can communicate and talk with othermembers
Adverti
se
appeal
Personal appeal: Using the message to call empathy, mercy of people through
photos, videos about the lives of people.
Social appeal: send gift, keepsake, certificate for participating organizations to
recommend and help them feel the work is to be meaningful, motivating the
organization to continue to participate.
2.2.2 Communication tools and channels
Donors Telemarketing Save The Children and Red Cross proactively reach
customer and donors through telemarketing and direct
mail to help customer can update new feed quickly.
Customer Direct mail
Website, social blog Internet is the shortest and cheapest way to contact with
customer. Save The Children and Red Cross having
website, Facebook, tweet, Google+, Flick and YouTube
to communicate with their customer easily.
Volunteer Text message Regularly send media messages about their activities to
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broadcast volunteer
2.2.3Prioritizing customers needs
Save the child and Red Cross are the non-profit organization, the identification of
the client organization and the financial capacity and ability to participate is
extremely important. This decision can organize activities and long-term
effectiveness or not. Therefore they should usepower and interest grid analysis.
Power and interest grid analysis (Sharma, 2010)
Members and volunteers Donors
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Main human resourcehigh
influence, high power
Empathy is the main reason for the
involvement of individuals so they are
not too important benefit but they care
about results program.
Manage closely
Donors are the main source of financing
for the program, so they hold the decide
power in the programmedium power
Because they contribute so they are the
ones most interested after results
programhigh interest
Keep informed
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2.3. Compare methods used in marketing within the public, private and voluntary sector
HSBC Save the Children Vietnam Electricity
(EVN)
Marketing
concept
Marketing: HSBC is
always interested in the
needs of customers in
order to meet the best.
HSBC has created
programs transfer
online; this is a new
security program with
high security systems in
order to increase
customer utility for use.
Societal marketing: Save
the Children has program
called child protection.
They protect children from
exploitation, abuse,
violence and help children
around the world have a
better life.
Production: EVN
production ensure
enough for production
and lives of people,
corporation increasingly
invested hydropower
construction to respond
demand. Thac Ba
Hydropower as 4 months
production of 113
million kWh. However
EVN always balance
production so as not to
affect other economic
activities. as the Ba Ha
River Hydropower in
Phu Yen province was to
regulate water for
agriculture, only to
release a unit with
minimum capacity of 66
MW
Marketing
goal
_Provide solutions that
exceed or meet the
needs and aspirations of
our clients.
Save the Children is the
leading independent
organization creating
lasting change in the lives
Provide electricity for
economic - social
development of the
country
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_Set the industry
standard for service
delivery and value
creation.
_Influence and enhance
the development of our
industry.
_Be valued by our
clients, shareholders and
staff.
of children in need in the
United States and around
the world. Recognized for
our commitment to
accountability, innovation
and collaboration, our
work takes us into the
heart of communities,
where we help children
and families help
themselves.
Marketing
perspective
Relationship marketing:
HSBC always bring
convenient banking
services through service
channels to support the
diverse needs of
customers in the best
way.
Relationship marketing:
because the charity so
Save the Children has a
clear financial reporting.
they explained how much
has been donated, used
what, where ...
Transactional
marketing:EVN
investment construction
of hydropower and
through the media to
attract customers about
product upgrades, so
customers are always
assured to use products
Marketing
approaches
Network marketing:
Through the official
website of the company
more customer
convenience in using the
services of HSBC
Interaction marketing:to
improve the interaction
between the charity and
who are willing to donate,
save the children convince
people by showing who
they are, what they will do,
where to do, how to do it
... to get the trust and
Transaction marketing:
EVN try to overcome
difficulties and to ensure
the production of
consumer, this helped
EVN keep the trust of
people
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support
Marketing
methods
Interaction marketing, network marketing Viral marketing:
1, Words of mouth. This
is the transaction way
advertise in Viet Nam.
With a public company
like EVN, this is the
shortest to come with
people. People could talk
to you about problem
and benefit EVN bring
to you. Because electric
very important in life, so
EVN became a
2, Telephone number:
(84-4) 2.2201371
EVN give their phone to
recive customers
feedback in the fastest.
EVN always has staff
recive phone 24/24 to
take your problem and
give solution right now.
3, Fax:
(84-4) 2.2201369
This is the way help
EVN receive reports and
1, Website:www.hsbc.com.vn
To customers
convenient for track
activity and interest of
the bank, HSBC has its
own website. HSBC
branch website of the
country is different, but
are based on information
of the HSBC Group.
Customers can find out
information to select
appropriate services
2, The main office in
Viet Nam: 235, Dong
Khoi, P.Ben Nghe, Q.1.
Ho Chi Minh City.
In 1870, Hsbc opened
first branch in Viet
Nam. Nowaday, HSBC
widely availiable in Viet
Nam. In somewhere like
Ha Noi, Da Nang
HSBC opened more
branch and ATM
1, Email:[email protected]
Save the Children is the
charity should have regular
updates to the opinions of
people more complete.
email is the best and
fastest way to keep
confidential all
information sent to
2, Address: 2000 L Street
NW, Suite 500
Washington, DC 20036
Address clearly helps
people find easy to
contribute and find out.
moreover where the
headquarters are located in
the center of the world,
confirmed the
professionalism,
transparency
http://www.hsbc.com.vn/http://www.hsbc.com.vn/mailto:[email protected]:[email protected]://www.hsbc.com.vn/8/10/2019 CIMM A2 2M&L
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machine for customer
trasaction.
information from all
over the country. in
order to shorten the time
and improve efficiency
Criticisms of public sector:
Electric system irrationality: The blackout in 22 southern provinces on 05/22/2013 has
caused a stir. Reason is a truck crane crashed into the north-south electricity lines.
Millions of people are affected, the offices and factories in the South was forced to close
and traffic lights signal loss, caused chaos
Electricity prices: from 22/12, the average electricity price will increase by 5%, from
1,369 VND / kWh to 1,437 VND / kWh. This is the 2nd time electricity prices in 2012,
after rising on 1/7/2012.
Despite trying very hard but still having difficulties EVN electricity shortages in the dryseason, where so many suffer frequent power cuts. special area Ho Chi Minh city always
facing the 220kV line overload and liberation from 500kV capacity.
Conclusion: through this HSBC can know that marketing with each bank very important, so
HSBC should care and develop marketing.
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2.4 Explain the key issues in marketing in a selected virtual organization (HSBC Bank)
2.4.1 What is virtual organization?
One that does not have a physical (bricks and mortar) presence but exists electronically
(virtually) on the internet, is not constrained by the legal definition of a company, or is
formed in an informal manner as an alliance of independent legal entities.
(businessdictionary, n.d)
2.4.2 Key issues
Internet: HSBC Bank has some products and services which used by internet. For
example:Internet banking, Mobile banking, Email Internet is a useful tool to connect
the company to customers with many benefits such as: for customers: save time, more
convenience, they can check their account or send their feedback from everywhere have
internet; for HSBC Bank: they can close to the customers, get more customers.
Software: HSBC banks website has software to customers can find the services/
information easily.
Distribution: HSBC Bank has wide network in big cities in Vietnam as Hanoi, Ho Chi
Minh, Da Nang, so customers can use any utilities of HSBCs internet banking
anywhere with an internet connection device.
2.4.3 E-marketing mix
Product:There are some e-products: automated telephone banking, mobile banking
especially Internet banking and ATM network are become popular. People tend to too
busy at work and many things in life, they do not have enough time so internet banking
is exactly what they need and want. By the internet, customers do not have to go to
HSBC bank but they still can manage their account bank.
Place:Customers can use internet banking everywhere in Vietnam with a computer or
mobile has internet. Additionally, there is many HSBCs ATM network in big cities in
Vietnam such as: Hanoi, HaiPhong, Can Tho, Da Nang, Ho Chi Minh ATM machine
are usually placed in front of a large building/ company as Parkson, Vincom center,
BigC Long Bienmake more convenience for customers.
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Price:HSBC bank has been discount up to 50% on fees when transferring online with
Internet banking. It means that the transaction online fee inside Vietnam is 0.033%
(33,000~330,000VND) and outside is 0.11% (220,000~1,100,000VND).
For HSBC debit card in Vietnam, the fee for HSBC ATMs and Techcombank ATMs is
free and for VISA/PLUS network is 20,000VND/transaction. (HSBC, 2004)
Promotion:HSBC bank usually advertise theirwebsite on reputable and famoussites,
such as Facebook, Kenh14.vn, dantri.com this way attract a lots customers.
Additionally, they have discount as Save 50% on fees when transferring online; they
also have new security device for internet banking, which will help customers feel
more safety and comfortable. (HSBC, 2004)
2.4.4 Buying and selling online
Transaction system: customers can create an account to use HSBC internet banking.
Processing: After complete the transaction, customers will receive an email to notice that
successful transaction and see again what they did.
Allowing customers to check the account and all transactions online
2.4.5 Enhance online shopping experiences
Put the logo or link of website on where customers go, such as: Facebook, Youtube Having software to customers find the products/ services/ information easily
Having profile of company to get trust from customers
HSBC bank has been awarded Best Consumer Internet Bank in Vietnam 2009, 2010 by
Global Finance and Best Corporate Internet Bank in Vietnam 2011 by the Global
Finance (HSBC, n.d.)
2.4.6 Benefits, cost, risk for production and online purchasing
2.4.6a. Benefits
For customer:
Saving time: Customers do not take time to go to the bank but still can
check their accounts and transaction history anytime, anywhere
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2.4.7 Email marketing
Permission marketing: When customerregistrant account/ email, the site will ask them to
receive mail notification of new products, promotional information or not. It helps
customers feel respected and happy. It without the permission of the client, the site still
send mail automatically, it will make customers feel inconvenience, discomfort get
loss customers.
E-personalization: Make the customers feel more closely when log in account in HSBC
website with a greeting sentence: Dear [name] or Hello [name]
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4.1. Explain some of the current issues of ethical and social concern to marketers in HSBC
4.1.1. Definition of ethical issues
Ethical issues is pertaining to or dealing with morals or the principles of morality;
ethical is pertaining to right and wrong in conduct, involving or expressing moral
approval, in accordance with principles of conduct that are considered correct,
especially those of a given profession or group. (Ask, 1970)
4.1.2. Some current issues ethical and social of HSBC
4.1.2a. Bribery
BBC quoted a report from the U.S. Senate, which said that HSBC branch in
this country (HSBC America) has received $ 7 billion by the HSBC branch in
Mexico (HSMX) switch in fiscal year 2007-2008. This figure more than any
branch moved to HSBC America. Accordingly, a large amount of money on
the profits derived from illicit drug trafficking by that. (Thanhnien, 2013)
4.1.2b. Money laundering
HSBC Financial Times said the punishment could be $ 1 billion when the U.S.
government embarked on investigation of the flaw in anti-money laundering
operations here. HSBC is accused of violating banking confidentiality laws and
a number of other anti-money laundering laws on a large scale since 2005.
According to allegations, HSBC was not tightly controlled trading hundreds of
billions of dollars could be related to drug trafficking, terrorism and other
criminal activities. (Vnexpress, 2012)
4.1.2c. Support weapon industry
HSBC America is said to be in relationship with Iran and secretly conducted
more than 28,000 suspicious transactions in 2001-2007. Total transactions with
a value of up to U.S. $ 19.7 billion and largely related to Iran. In addition, two
of the HSBC branches in Europe and the Middle East are constantly changing
information to conceal transactions involving Iran. More seriously, this is the
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group financial allegedly abetting Al Rajhi Bank in Saudi Arabia. Despite
repeatedly denying Al Rajhi, but still allegedly involved in the financial
support for Al-Qaeda forces. (Thanhnien, 2013)
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4.2. Explain the concept of CSR with reference to a particular organization
4.2.1Definition of CSR
Corporate initiative to assess and take responsibility for the company's effects on the
environment and impact on social welfare. The term generally applies to company efforts that go
beyond what may be required by regulators or environmental protection groups.
Corporate social responsibility may also be referred to as "corporate citizenship" and can involve
incurring short-term costs that do not provide an immediate financial benefit to the company, but
instead promote positive social and environmental change.
(Investopedia, n.d.)
4.2.2Role of CSR
Enhance the competitive advantage of the business
Increasing market share
Increasing attractiveness for customers
Strengthening brand position in society
4.2.3
CSR levels
There are 3 levels of CSR:
Social ObligationMeet minimum regulations, do what is required by law, no more
Social ResponsibilityGo beyond what is required by law, mitigate negative effects
Social ResponsivenessProactive approach, promote positive change
CSR concept Ideas Application
Social
Obligation
No.38/2005/QH11:
The Education Law
(Moet, 2006)
HSBC Bank creates skill training courses for
employees to increase their knowledge and skill
No. 52/2005/QH11:
Environmental
In company, there are always have recycle bins
where easy to see to protect environment
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protection (Moj,
2005)
Do not have number:
Labor law(Moj,
1994)
All employees in HSBC bank are over 18 years old
Periodic health check for employees
Social
Responsibility
Education HSBC supported the "Exchange day for excellent
students in District 1", which has been held
successfully at Luong The Vinh high school on 16
April 2011 (HSBC, 2011)
Environment World Environment Day: HSBC bank not only
followed Group directives by switching off
computer monitors not in use, particularly at
lunchtime, but also asked staff to consume less
plastic, print on both sides, exploring green
transportation like walking, bicycling, busing, and
sharing transportation to work. Almost all of staff,
92%, supported the initiative (HSBC, 2010)
Charity activities HSBC has been a gold sponsor for the "Fun Run",
organised by the British Business Group Vietnam(BBGV), for 11 years in a row since its inception in
1999. Proceeds from the Fun Run are donated to
underprivileged children and children's charity
organisations in and around Ho Chi Minh City. 400
HSBC staff participated alongside customers,
relatives and friends in the 2010 Run. (HSBC,
2010)
Social
Responsiveness
Education Future First is HSBC Global Education Trust's
five-year programme (2007-2012) to help provide
education, livelihood training and rehabilitation for
street children, orphans and children in care around
the world. HSBC Vietnam coordinates with in-
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country non-governmental organisations (NGOs) to
look for projects that will most benefit these children
in Vietnam. (HSBC, n.d.)
Social environment
Tree Planting Project: HSBC Vietnam has
entered the partnership with Cat Tien National
Park to begin a long-term reforestation project.
Over three years since 2010, the Bank will
contribute nearly VND 900 million towards the
planting of a total of 10,000 trees in an area of
land covering 22.5 hectares. 300 HSBC staff
members will participate in three field trips every
year to implement the project (HSBC, 2010)
HSBC bank also awarded The Best
Environmental Excellence Award, AusCham for
three consecutive years: 2008-2010
(HSBC, n.d.)
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business. This policy shall
also outline the Bank's
commitment to promote a fair
and transparent dealing in all
matters relating to loans and
advances and related services.
vision and
professionalism. In
addition to that get
customer loyalty
HSBC Model Policy on Bank
Deposits: The document
recognizes the rights of
depositors and aims at
dissemination of information
with regard to various aspects
of acceptance of deposits
from the members of the
public, conduct and
operations of various deposits
accounts, payment of interest
on various deposit accounts,
closure of deposit accounts,
method of disposal of deposits
of deceased depositors, etc.
Based CBI market
survey to know the form
of deposits with HSBC.
CBI will provide
assessment, if CBI
underestimates the
amount of money in
HSBC customers will
decrease. However,
facing the CBI will learn
assessment techniques
to get the most fair
assessment
To customer know
about preferences with
the amount sent,
remittance form HSBC
should be clear. To
customer track
amenities funds
invested in banks,
HSBC should be
notified monthly,
quarterly. To customers
feel satisfied HSBC
should work quickly,
effectively reduces
Ethical Policy for Settlement of
Claims for deceased
depositors: a detailed
deceased depositors & safe
deposit locker policy
guidelines have been
formulated and will replace
the existing policy guidelines
on settlement in case of
CBI will see the report
on the case of deceased
depositors. HSBC view
approach, which
recognized the
importance of ethics
HSBC. HSBC can do a
good job if this will gain
the trust of the CBI and
HSBC to implement
this policy, customers
are suffering at HSBC
sadness to make them
feel rest assured.
Deposit of the deceased
must be secured and
brought back to the
house. through the
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deceased depositors. This
policy aims at removing
hardships faced in settlement
of claims of deceased
depositors & safe deposit
locker hirers. It also aims at
creating awareness amongst
account holders about the
advantages of availing
nomination facility.
customers. implementation of this
policy will HSBC be
great reputation with
customers
Grievance redressal Policy:
Customer complaints
constitute an important voice
of customer, and this policy
details complaint handling
through a structured grievance
redressal framework.
Complaint redressal is
supported by a review
mechanism, to minimize the
recurrence of similar issues in
future
Banks also have the
unintended error; CBI
will look into how to
handle complaints
HSBC to HSBC
assessment services.
Besides CBI track error
which was thoroughly
overcome or not
Based on customer
complaints, HSBC will
more complete
apparatus bank.
However, the
complaints process to
quickly, effectively
making customers
happy and do not take
time
HSBCs Model Policy on
Collection of Dues and
Repossession of Security: The
debt collection policy of the
bank is built around dignity
and respect to customers.
Bank will not follow policies
that are unduly coercive in
CBI survey approach
HSBC debt, assess
professional of HSBC
For the term of the loan,
HSBC withdraw money
based on respect for our
customers, persuade
customers to repay.
Limited use coercive
measures. This helps
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collection of dues. The policy
is built on courtesy, fair
treatment and persuasion. The
bank believes in following
fair practices with regard to
collection of dues and
repossession of security and
thereby fostering customer
confidence and long-term
relationship.
get HSBC ethical image
4.3.3: Methods CBI use
Keeping members at the cutting edge of business and political intelligence. Their political access and breadth
of membership leaves us uniquely placed to provide members with timely business and political
intelligence including:
Market leading economic surveys and forecasts
Influential thought leadership research reports
Strategic insight to help guide business decision-making through our Intelligence First
offering
Personalised email updates from our senior team
Methods use Advantages
Internet
Website
([email protected])This is the official email CBI, CBI public their
email to receive everyone's comments. through the email CBI can
investigate more about the current economic situation. Besides
discovered a some problems to overcome
(http://www.cbi.org.uk) this is the official website of the CBI, over here
mailto:[email protected]://www.cbi.org.uk/http://www.cbi.org.uk/http://www.cbi.org.uk/http://www.cbi.org.uk/mailto:[email protected]8/10/2019 CIMM A2 2M&L
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people can better understand the organization. Who they are and what
they do. All the necessary information are sorted easy to find, easy to
understand. website is beautifully decorated, professional, friendly
Mass media
Television
Newspaper
Through TV they can quickly grasp the situation of the world
economy. not only that but also TV can take pictures with everyone
CBI to closer
Economic inquiries through the newspaper to better assess
Petitions Through the feedback of others, CBI knows the limitations. Thereby
investigating the cause and provide a solution. because of complained
that the CBI may be more complete
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