Interview Transcript:

A. Interview with Mr.A – deputy director - Interviewer : When was ABCMTC established ?

- Mr.A: Inward remittances service appeared in 1992 since establishment of ABC bank. But in 2001 ABC Money Transfer Company was officially established

- Interviewer : When you took position as the deputy director, have you did any changes ?

- Mr. A: The board of management appointed Marketing to adapt new environment in the market. This team will focus on caring customer service and how to spread out ABC brand.

Moreover, there is a change in the management that I was appointed in this position. We have been meeting to discuss these changes.

- Interviewer : So, were there any problems since the changes happened ?

- Mr. A: The most challenge in ABC is that the old system had not any strict policy and clear vision or strategies, so everyone seemed to work in that condition for a long time following the obsolete rules. As a result, it is difficult to require them adapt the new change immediately - Interviewer : What are you changing in the organization ?

- Mr. A: We just agreed on the general policy. We try to finish new forms of action plan in years, months and even weeks, and renew the order of documents, people....

- Interviewer : What do you think about the employees and each department’s operation ?

- Mr. A: Well, they work professionally, but department seemed to work independently, so some jobs have to be delayed due to the low corporation. The human resources, in fact, do not have many training plans to support for professional skills

- Interviewer : What is your plan in the future ?

- Mr. A: In next year, we decide to expand the market through partners and brand value from customer service.

- Interviewer : How about the employees, do you have any strategies to encourage them ? - Mr.A: We will evaluate the employees‟ ability in each department to control the effectiveness and reduce the time and sources

- Interviewer : What is the current situation in training employees ?

- Mr.A: Hhm, now HR department does not notice any training programs for staffs, just mentions some activities to exchange with other ABC member companies.

- Interviewer : How do about you bring your expertise from the ex-job ?

- Mr. A: In the previous job, I used to work in the bank, and its organization was very strict and systematical. Everything follows the process and has the clear guide, so everyone happily does and they are motivated to solve problems in their authority.

- Interviewer : Thus, do you intend to apply it in ABC money transfer company ?

- Mr. A: It needs a time to do that. Now, I have to follow the management‟s targets to plan strategies to achieve them. We will change the work styles in employees, motivate them more, but we see that they need time to adapt the new things like this.

- Interviewer : Do you meet any difficult when doing that ?

- Mr. A: I come to manage the operation and change the system for better. But I cannot do this by myself because I do not understand the system before well. Working together will support for me a general view, so I need the cooperation from everybody.

- Interviewer : So, finally, do you believe that changes will improve the organization ? - Mr. A: No one can sure about the future. It also depends on the financial in the market. But we are changing because we think that it can affect the low management and system, in some ways.

- Interviewer: What do you think about the amount of inward remittance in Vietnam this year?

- Mr. A: Due to the effect of financial crisis, the amount of money which transfers into Vietnam decreased 5%-10% as estimated.

- Interviewer : I understand. Thank you. That is all for today.

B. Interview with Ms. B – a Marketing manager

- Interviewer : How long have you worked in this position ?

- Ms. B : Nearly a half month, 6 months after the team establishment - Interviewer : When was the Marketing team established ?

- Ms. B : in August 2008

- Interviewer : Do you know why this team needed setting up ?

- Ms. B : It was from management‟s decision. But I thought ABC Money Transfer Company wanted it to more professional in working and they are easy to control closely the team‟s operation. Before that, it belonged totally to business development and only had 2 members.

- Interviewer : Who were responsible for this work before ?

- Ms. B : Mr. A was the deputy director and took responsible for Marketing tasks with Ms.

Lien. Now she moved to another company.

- Interviewer : Were there any programs or events during that time ?

- Ms.B: They had some programs such as surveying the home-delivery and counter services.

But in home-delivery, they met the big mistakes when letting service provides gave survey forms to customers. It made the results not reliable.

- Interviewer : Do think why there were the problems ? What do you expect from the company?

- Ms. B : I did not see the process so I could not say anything. In the report, it said that it was from the unplanned strategies and the loosen management. For my position, I hope I can join some training programs relating to my jobs and can enhance my effectiveness.

- Interviewer: What is your present market?

- Ms. B: Our current market is US, Canada, Australia, Taiwan, Korea, Malaysia, but the largest market is US, Canada.

- Interviewer: What is your future market?

- Ms. B: We are focusing on the main market that is US and Canada. Moreover, we will exploit the new market like Singapore, Arab Saudi where there is a significant number of labor export.

- Interviewer : I understand for your comments. Thank you very much. It will give me more information for my report.

C. Interview with Ms. C – a Counter member

- Interviewer : when did you do the job ?

- Ms. C : More than 5 years since I joined the company - Interviewer : What are you responsible for ?

- Ms. C: I am responsible for transferring money to customer on counter - Interviewer : Everyday do you see many customers ?

- Ms. C : Since we had the home-delivery services, there are just some customers going directly to the counter.

- Interviewer : So, have you ever met the difficulty ?

- Ms. C : Of course, when customers complain the money announcement or wait for more than minutes. Some of them also complain about the money paper and services of home-delivery staffs.

- Interviewer : What did you communicate to them ?

- Ms. C : I explained for them in my understanding, there were some misunderstanding our professional work. For complaint about the home-delivery, I would tell the department manger to understand them.

- Interviewer : What did you feel when listening them ?

- Ms. C : No one would be happy to listen the complaints. However, if they misunderstood it, I will explain clearly. If their words were true, I would notice the mistakes. Some mistakes were not from myself, but they were affected by teams or the whole department

- Interviewer : Do you have any comments for your work ?

- Ms. C : I think the company is planning some new ideas for the service improvement, it hopefully short time for waiting document processing. Moreover, customers usually ask some staff at the heat of counter when they enter even though they are data entry staffs. It wasted a little time for customer to stop and ask. Maybe the management needs to consider the arrangement of the counter to bring convenience to customers.

- Interviewer : I see. Thank you for your corporation. That is all for today.

D. Questions for Vietnamese overseas

- Interviewer :What do you think about Vietnam transfer money services?

Interviewee: In my opinion, there are many channels to transfer money into Vietnam like bank systems, global money transfer, companies, and other informal channels in markets.

- Interviewer :What kind of money transfer service do you often use to send money back Vietnam (through banks or remittance companies or informal channels)?

Interviewee: I often use banks to transfer money to my relatives in Ho Chi Minh city, Vietnam because I think that it is more safety and convenient.

- Interviewer :What company do you often send through? What do you think about each company? Which one is best?

Interviewee: I also transferred money through Western Union some times, but I think the fee is more expensive and the same quality as banks.

- Interviewer :What do you think about Vietnam policies for encouraging Vietnamese overseas send money back Vietnam for investment?

Interviewee: Recently, Vietnam government policies are more opened for Vietnamese oversea to send money back to investment or buying house.

- Interviewer : Do you want to send money back to invest in Vietnam?

Interviewee: Yes, I really want to send money to Vietnam to invest in securities market or buying house, and I sent money to buy house last year.

- Interviewer : How much money do you send to your relatives in Vietnam every year?

Interviewee: It depends on the situation, but it is about $5000 each year to my parents

- Interviewer :What is your opinion about Vietnam remittance services in comparison with global money transfer like Western Union or Money gram?

Interviewee: Vietnam remittance services are more improvement and profession in some recent years. I heart from my parents that they have some promotion like giving gifts to customers for New Year or special days when they delivery money to my parents.

- Interviewer :Do you have any suggestion for Vietnam transfer money companies and

the government to improve their services and policies?

Interviewee: I think that Vietnam transfer money companies should improve more on their service to lower fee and speed for customers against informal channel.

- Interviewer: thank you for your cooperation!