1

n mn hc 46B MC LC

Tin hc kinh t

Sinh vin TH: L Th Ngn H

Gio vin HD: TS. Trn Thu H

LI M U
Th gii ang trong nhng nm u ca th k 21, th k c a khoa hc, cng ngh v tri thc. Qu trnh ton cu ha ang din ra mt cch mnh m trn m i kha c nh v lnh vc, Vit Nam cng khng nm ngoi xu th . Ton cu ha mang li cho t n c chng ta rt nhiu c hi hi nhp v pht trin. i lin vi nhng thi c v c h i m i, ton cu ho cng lm lm chng ta phi i din vi nhiu thch thc to ln. Th k 21 cng nh du nhng bc pht trin m nh m c a h thng ngn hng trn ton cu. K t khi ra i cho n nay Ngn hng Si Gn Th ng Tn Vi t Nam khng ngng n lc v phn u khng nh v tr l m t trong nh ng ngn hng th ng m i hng u Vit Nam. H thng Ngn hng Si Gn Th ng Tn Vi t Nam mu n ho t ng c th khng th tch ri khi h thng cng ngh thng tin ngn hng. Chnh v v y t khi ra i cho n nay ban lnh o Ngn hng Si Gn Th ng Tn Vi t Nam lun quan tm v ch trng u t cho lnh vc cng ngh thng tin ngn hng, coi cng ngh thng tin nh mch mu ni mi hot ng ca Ngn hng. Ngn hng Si Gn Thng Tn c h thng chi nhnh rng khp trn ton quc chnh v vy mi hot ng cn phi c qun l cht ch v thng nht. M t trong s nh ng nhim v ca phng Dch v khch hng l phi qun l c lng khch hng giao d ch hng ngy. Thc t t ra l ti lnh o phng Dch v khch hng mu n ch ng trong vic a ra cc quyt sch i ngoi ng thi kp th i nm bt tnh hnh v ph n h i thng tin tch cc n khch hng, gip gii quyt cc s c xy ra trong qa trnh trao i mua bn vi khch hng. ti Xy dng h thng thng tin qun l quan h khch hng ti chi nhnh ngn hng Si Gn Thng Tn Long Bin c em la ch n v i m c ch tin h c ha trong vic qun l v chm sc khch hng t nhanh chng a ra cc bo co ph c v cho chc nng chm sc khch hng. Em xin chn thnh cm n s hng dn tn tnh ca c gio h ng dn Tr n Thu H gip em thc hin ti ny. Rt mong nhn c s ng gp kin ca Thy c, bn b ti c hon thin hn na. Em xin chn thnh cm n! 2

n mn hc 46B

Tin hc kinh t

CHNG I:GII THIU C CU HOT NG TI CHI NHNH NGN HNG SI GN THNG TN LONG BIN.
I. H thng ngn hng Si Gn Thng Tn.
1. 1 S hnh thnh v pht trin ca Ngn hng.
Ngn hng TMCP Si Gn Thng Tn nm trong h thng cc Ngn hng Th ng mi Vit Nam, chu s kim tra v gim st ca Ngn hng Nh Nc Vit Nam. Ngn hng Thng mi C phn Si Gn Thng Tn, tn giao dch l Sacombank, c thnh lp v hot ng theo Giy php s 0006/NH-CP ngy 05/12/1991 do Ngn hng Nh nc cp trn c s st nhp 4 t chc tn dng l: Ngn hng Pht tri n Kinh t G Vp, HTX Tn dng L Gia, HTX Tm Bnh v HTX Thnh Cng, vi cc nhi m v chnh l huy ng vn, cp tn dng v thc hin cc dch v Ngn hng. Theo , Ngn hng TMCP Si Gn Thng Tn l mt trong nhng ngn hng thng mi c phn u tin Vit Nam Mc vn iu l ban u l 3 t ng, n cui nm 2006, Sacombank tng vn iu l ln 2.400 t ng v tr thnh Ngn hng TMCP c vn iu l ln nht Vit Nam. Ngy 08/08/2005 sau l chnh thc k kt Hp ng u t V n c phn gi a ANZ v Sacombank, ANZ u t 27 triu USD s hu 10% vn c phn c a Sacombank v tr thnh c ng nc ngoi th ba ca Sacombank. Sau s kin ny, tng vn gp ca c ng nc ngoi ti Sacombank l 27%, trong , ngoi ANZ, Cng ty Ti chnh Quc t IFC tr c thuc Ngn hng Th gii (World Bank) s hu 8%; Qu u t Dragon Financial Holdings (Anh Quc) s hu 9%. Ngoi cc c ng nc ngoi trn v cc c ng l cc nh kinh doanh trong nc, Sacombank l Ngn hng thng mi c phn c s lng c ng i chng ln nht Vit Nam vi hn 6.000 c ng. Vi c cu t chc cht ch v a m bo tnh hiu qu, va to s tin tng cho cc c ng, khch hng v cc c quan ch c nng ca Nh nc. Phng thc kinh doanh a dng, phn tn ri ro cao, ho t ng hi u qu , t l li nhun kinh doanh v li chia u c tc m bo nn to c s tin t ng v i cc t chc, c nhn trong nc v quc t.

Sinh vin TH: L Th Ngn H

Gio vin HD: TS. Trn Thu H

4 Hin nay Sacombank c khong trn 2.000 cn b nhn vin ang lm vic ti cc im giao dch trn ton quc Sacombank l mt trong nhng ngn hng rt thnh cng trong lnh v c ti tr cc doanh nghip va v nh v ch trng n dng sn phm dch v phc v khch hng c nhn.

1. 2. H thng mng li ca Sacombank.

Hi s chnh ca Ngn hng t ti s 278 ng Nam K Khi Ngha, Qun 3, Thnh ph H Ch Minh. Ngy 15/09/2005, sau mt thi gian pht tri n v khng ngng n l c phn u, ngn hng chnh thc khai trng s Giao dch H N i ti 88 L Th ng Kit, Qun Hon Kim, H Ni. Vi vic khai trng s giao dch ny, hot ng c a ngn hng trn a bn H Ni ni ring v khu v c mi n Bc ni chung h a h n trong tng lai s pht huy c ti a ngun lc vn c ca ngn hng. Hi n ti, ngoi H Ni v Thnh Ph H Ch Minh, mng li ca Sacombank c mt hu ht cc khu vc kinh t trng im trn c nc: Bc Ninh, Hi Dng, Lng Sn, Thanh Ha, Hng Yn, Nng, Khnh Ha, ng Nai, Th a thin Hu , Bnh D ng, Long An, Ty Ninh, Cn Th, Bc liu, Kin Giang, cui nm 2006 khai ch ng chi nhnh H i phng. Bn cnh , Sacombank cng thit lp c mng l i quan h i l r ng khp vi cc ngn hng trn th gii. Quan h i l rng kh p c ngha r t l n trong dch v thanh ton quc t cng nh chuyn ti n ca ngn hng - nh ng d ch v c th coi l th mnh ca Sacombank. Ngoi ra, Sacombank cn thnh lp cc cng ty trc thuc v tham gia gp v n vo nhiu cng ty: - Cng ty chng khon TP H Ch Minh (HSC) - Cng ty c phn bo him Vin ng (VASS) - Cng ty lin doanh qun l qu u t chng khon Vi t Nam (VietFund Management) - Cng ty a c Si Gn Thng Tn

1. 3. C cu t chc ca Sacombank:
- i hi ng c ng l c quan quyn lc cao nht ti ngn hng. 4

n mn hc 46B
ng Qun Tr

Tin hc kinh t

- Hi ng qun tr do i hi ng c ng bu ln - ng u l Ch T ch H i - Ban Tng Gim c gm: Tng Gim c iu hnh chung, cc ph T ng Gim c ph trch chuyn mn v cc ph Tng Gim c ph trch khu vc - Cc phng nghip v trc thuc hi s - Cc s giao dch - Cc t nghip v trc thuc khu vc - Chi nhnh cp I - Chi nhnh cp II trc thuc chi nhnh cp I - Cc phng giao dch trc thuc chi nhnh cp I

Hnh1.1: C cu t chc v iu hnh tr s chnh

Hnh1.2: H thng t chc ca ngn hng

1. 4. Cc sn phm dch v ca Sacombank:

Cc sn phm dch v ca Sacombank khng ngng c ci tin v m rng: Huy ng tin gi: Sacombank cung cp nhiu loi hnh tin gi vi cc k hn huy ng khc nhau: - Tin gi tit kim c k hn (VND, USD, EURO) - Tin gi thanh ton c nhn v doanh nghip - Tit kim tch ly - Tit kim tch ly bc thang Cho vay: - Cho vay sn xut kinh doanh i vi cc khch hng l c nhn v doanh nghip - Cho vay tiu dng - Cho vay bt ng sn - Cho vay i lm vic nc ngoi - Cho vay cm c s tit kim

Sinh vin TH: L Th Ngn H

Gio vin HD: TS. Trn Thu H

6 - Cho vay tiu thng - Cho vay du hc - Cho vay thu chi Thi hn cho vay ph hp vi mc ch v kh nng tr n c a khch hng, ph ng thc cho vay linh hot Dch v chuyn tin trong v ngoi nc Thanh ton quc t: Sacombank phc v khch hng c nhu cu thanh ton qu c t b ng nhiu phng thc: chuyn tin bng in, nh thu, tn dng chng t. Th Sacombank: - Th thanh ton Sacombank - Th tn dng Sacombank - Mi y Sacombank cn pht hnh th VISA ca Ngn hng. Cc dch v khc: - Nghip v bo lnh ngn hng; - Dch v ngn qu; - T vn u t; - Nhn y thc u t v qun l ti sn; - Chit khu cc chng t c gi; - Cho thu ngn t st ; - Dch v bt ng sn; - Nghip v kinh doanh ngoi t - Dch v chi tr lng - Dch v thu chi h tin bn hng Vi nh hng chin lc l pht trin Sacombank thnh m t Ngn hng bn l l n nht Vit Nam, th trng mc tiu m Ngn hng ang t p trung nghin c u pht tri n v khai thc bng cc sn phm dch v ca Ngn hng l: cc doanh nghi p v a v nh ngoi quc doanh, cc c nhn, h gia nh ti cc trung tm kinh t t p trung ng doanh nghi p v dn c trn c nc. Chnh v vy khi lng giao dch ti Ngn hng rt ln v ngnh ngh ht sc a dng.

n mn hc 46B II. Chi nhnh ngn hng Sacombank ti Long Bin.

Tin hc kinh t

Hnh1.3: C cu t chc b my iu hnh ca S giao dch, chi nhnh cp 1, chi nhnh cp 2.

III. Phng Dch v khch hng ti chi nhnh.

3.1. V tr.
Phng Dch v khch hng bao gm b phn dch v ti n gi v b phn tn d ng. Trng phng Dch v khch hng l ngi iu hnh, gim st cc ho t ng c a phng v chu trch nhim trc Gim c v cc hot ng ca phng. Tr gip i u hnh cho trng phng l cc trng b phn dch v ti n gi v tr ng b ph n tn dng. Giao dch vin chu s qun l ca trng b phn dch v ti n gi, tr c ti p cung cp sn phm dch v n khch hng.

3.2. Phm vi trch nhim.

+ V k hoch Thc hin k hoch kinh doanh ca b phn nhm bo m t kt qu kinh doanh Phm vi trch nhim ca giao dch vin v vic thc hin mc tiu l chu trch nhi m mt phn. Ch tiu nh gi l mc hon thnh k hoch. + Cung cp dch v Thc hin cc nghip v k ton lin quan n tin gi, huy ng c phn, ti n vay, thu i ngoi t, sc du lch, th tn dng quc t, chi tr kiu hi, thu chi h , chuyn tin ni a nhm m bo cng tc cung cp dch v khch hng, k ho ch kinh doanh ca b phn. Phm vi trch nhim ca b phn giao dch vin l chu trch nhim ton phn. Ch tiu nh gi l: - Chng t k ton hp l, hp php

Sinh vin TH: L Th Ngn H

Gio vin HD: TS. Trn Thu H

8 - Chnh xc - Kp thi + Giao dch qu Thc hin thu chi qu vi khch hng trong hn mc c giao nh m p ng k p th i nhim v cung cp dch v cho khch hng. Phm vi trch nhim ca giao dch vin l chu trch nhim ton phn. Ch tiu nh gi: - Kp thi - An ton - Chnh xc + Phn hi thng tin sn phm Thu hi kin ca khch hng v cc sn phm, xut kin nhm phc v cho cng tc ci tin dch v, sn phm. Phm vi trch nhim ca giao dch vin l chu trch nhim ton phn. Ch tiu nh gi - Chnh xc - Kp thi - Kh nng p dng cao +Pht trin th phn Tip th khch hng tin gi cho cc sn phm dch v c a ngn hng nhm m r ng th trng v tng s lng khch hng. Phm vi trch nhim ca GDV l chu trch nhim ton phn. Ch tiu nh gi: Gia tng th phn S lng khch hng

3.3. Chm sc khch hng.

Mi doanh nghip, t chc ang hot ng u c mt m c tiu chung: khch hng. Bi vy, vic cnh tranh thu ht c lng khch hng n vi doanh nghi p, t chc ca mnh vi s lng ngy cng ng l m t trong nh ng vn quan tr ng bc nht i vi mi doanh nghip. Nhim v trn s c hon thnh t t n u cng 8

n mn hc 46B

Tin hc kinh t

tc chm sc khch hng ca doanh nghip l hon ho. Trong , chm sc khch hng c hiu l vic phc v khch hng theo cch m h mong mun c phc v v lm nhng vic cn thit gi khch hng m bn ang c. Ngn hng Si gn thng tn a cng tc chm sc khch hng ln thnh nhi m v ca mi nhn vin ngn hng. Tt c nhn vin phi lun th c vi c pht tr n khch hng l nhim v thng xuyn, lin tc cn c s phi hp ng b gi a cc b ph n nghi p v v vic pht trin khch hng s ch thc hin tt khi cng tc chm sc khch hng l tt.

CHNG II: C S PHNG PHP LUN V PHN TCH V THIT K H THNG THNG TIN QUN L
I. Khi qut v h thng thng tin.
1.1. Khi nim H thng thng tin.
H thng thng tin l mt tp hp nhng con ngi, cc thit b phn c ng, phn m m, d liu thc hin hot ng thu thp, lu tr, x l v phn phi thng tin trong m t tp cc rng buc c gi l mi trng.

1.2. Cc b phn cu thnh H thng thng tin.

Cc b phn cu thnh H thng thng tin c th c biu din qua hnh sau: Hnh 2.: Cc b phn cu thnh H thng thng tin

Sinh vin TH: L Th Ngn H

Gio vin HD: TS. Trn Thu H

10 T hnh minh ha c th thy, mi h thng thng tin thng cu thnh t b n b phn: a d liu vo, x l, kho d liu v a d liu ra.

1.3. H thng thng tin qun l.

H thng thng tin qun l MIS (Management Information System) H th ng thng tin qun l l h thng thng tin tin hc ha c chc nng thu th p, x l v truy n t m i thng tin cn thit cho cc i tng s dng thng tin trong gung my qun l H thng thng tin qun l bao gm bn thnh phn (th ng gi l ti nguyn c a h thng) l ti nguyn v phn mm, ti nguyn v phn c ng, ti nguyn v nhn l c v ti nguyn v d liu. H thng thng tin qun l s dng mt c s d liu th ng nht, h tr cc chc nng x l d liu trong giao dch v lu tr, cung c p cho cc nh qu n l cc thng tin theo thi gian ca h thng, ng thi c c ch bo mt thng tin theo tng cp c th m quyn s dng. H thng thng tin qun l tr gip cc hot ng qun l ca t chc. Cc ho t ng ny nm mc iu khin tc nghip, mc iu khin qun l ho c m c lp k ho ch chin lc.

II. Nguyn nhn dn n vic pht trin mt h thng thng tin.

Mc tiu cui cng ca nhng c gng pht tri n h thng thng tin l cung c p cho cc thnh vin ca t chc nhng cng c qun l tt nht. Pht tri n m t h th ng thng tin bao gm vic phn tch h thng ang tn ti, thit k m t h thng m i, th c hi n v tin hnh ci t n Phn tch mt h thng bt u t vic thu thp d liu v chnh n chng a ra c chun on v tnh hnh thc t. Thit k nhm xc nh cc b phn ca mt h thng m i c kh nng c kh nng c i thin tnh trng hin ti v xy dng cc m hnh l gc v m hnh v t l ngoi c a h thng . Thc hin h thng thng tin lin quan ti xy dng m hnh vt l trong c a h th ng mi v chuyn m hnh sang ng ng tin hc. Ci t h thng l tch hp n vo hot ng ca t chc. 10

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n mn hc 46B
thng thng tin l: Nhng vn v qun l Nhng yu cu mi ca nh qun l S thay i v cng ngh S thay i v sch lc chnh tr

Tin hc kinh t

Trn c s thc tin c th rt ra c mt s nguyn nhn dn n vi c pht tri n h

III. Phng php pht trin mt h thng thng tin.

Mc ch cui cng ca d n pht trin h thng thng tin l lm ra m t s n ph m p ng c nhu cu ca ngi s dng, ca t chc t ra v phng di n ti chnh, k thut v thi gian. Khng nht thit phi tun theo mt ph ng php c ng nh c pht trin h thng thng tin, tuy nhin nu khng c phng php th h th ng thng tin kh c th t c nhng mc tiu ra. Mt phng php c nh ngha trc nh mt tp hp cc bc v cc cng c cho php tin hnh mt qu trnh pht trin h thng cht ch nhng d qun l h n. Ba nguyn tc c s chung ca nhiu phng php pht trin mt h thng thn tin l: Nguyn tc 1: S dng cc m hnh Nguyn tc 2: Chuyn t ci chung sang ci ring. Nguyn tc 3: Chuyn t m hnh vt l sang m hnh l gc khi phn tch v t m hnh l gc sang m hnh vt l khi thit k.

IV. Cc giai on ca pht trin h thng thng tin.

Cc nguyn tc trong h thng thng tin xy dng gip chng ta t o nn m t h th ng thng tin hon chnh. T nhng nguyn tc ny m nh qu n l h th ng thng tin c th xc nh c phng hng cho ring mnh. Trn c s ca nhng nguyn tc c, h thng thng tin cn cn c vo cc giai o n pht trin h thng thng tin. C th khi qut cc giai on pht trin ca h thng thng tin

Sinh vin TH: L Th Ngn H

Gio vin HD: TS. Trn Thu H

12

4.1. Giai on 1: nh gi yu cu
nh gi yu cu c mc ch cung cp cho lnh o t chc ho c h i ng gim c nhng d liu ch thc ra quyt nh v thi c, tnh kh thi v hi u qu c a m t d n pht trin h thng. Giai on ny c tin hnh kh nhanh v i h i ph i c kinh ph ln. N bao gm cc cng on sau: 4.1.1. Lp k hoch v nh gi yu cu. 4.1.2. Lm r yu cu. 4.1.3. nh gi kh nng thc thi. 4.1.4. Chun b v trnh by bo co nh gi yu cu.

4.2. Giai on 2: Phn tch chi tit.

Phn tch chi tit c tin hnh sau khi c s nh gi thun l i v yu c u t ra. Nhng mc ch chnh ca phn tch chi tit l hiu r cc vn c a h th ng ang nghin cu, xc nh nhng nguyn nhn ch thc ca nhng vn , xc nh nh ng i hi v nhng rng buc p t i vi h th ng v xc nh m c tiu m h th ng thng tin mi phi t c. Trn c s ni dung bo co phn tch chi ti t s quyt nh tip tc tin hnh hay thi pht trin mt h thng mi. V vy giai o n phn tch chi tit bao gm cc cng on sau. 4.2.1. Lp k hoch phn tch chi tit. 4.2.2. Nghin cu mi trng ca h thng ang tn ti. 4.2.3. Nghin cu h thng thc ti. 4.2.4. a ra chn on v xc nh cc yu t gii php. 4.2.5. nh gi li tnh kh thi. 4.2.6. Thay i xut ca d n 4.2.7. Chun b v trnh by bo co phn tch chi tit.

4.3. Giai on 3: Thit k l gc.

Giai on ny nhm xc nh tt c cc thnh phn l gc c a m t h th ng thng tin, cho php loi b c cc vn ca h thng thc t v t c nh ng m c tiu c thit lp giai on trc. M hnh l gc ca h thng mi s bao hm thng tin m h 12

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Tin hc kinh t

thng mi s sn sinh ra (ni dung ca Outputs ), ni dung c a c s d li u (cc t p, quan h ca cc tp), cc x l v hp thc ha s phi th c hi n (cc x l) v cc d liu s c nhp vo (cc Inputs), M hnh l gc phi c nhng ngi s d ng xem xt v thng qua. Thit k l gc bao gm nhng cng on: 4.3.1. Thit k c s d liu. 4.3.2. Thit k x l. 4.3.3. Thit k cc lung d liu vo. 4.3.4. Chnh sa ti liu cho mc l gc. 4.3.5. Hp thc ha m hnh l gc.

4.4. Giai on 4: xut cc phng n ca gii php.

M hnh l gc ca h thng mi cho bit ci m h th ng ny s lm. Khi m hnh ny c x nh v thng qua bi ngi s dng, th phn tch vin ho c nhm phn tch vin phi nghing v cc phng tin thc hin h thng ny. l vic xy d ng cc phng n khc nhau c th ha m hnh l gc. Mi m t phng n l m t phc h a ca m hnh vt l ngoi ca h thng nhng cha phi l m t chi ti t. Giai o n xut cc phng n ca gii php gm cc cng on: 4.4.1. Xc nh cc rng buc tin hc v rng buc t chc 4.4.2. Xy dng cc phng n ca gii php 4.4.3. nh gi cc phng n ca gii php 4.4.4. Chun b v trnh by bo co ca giai on xut cc phng n ca gii php

4.5. Giai on 5: Thit k vt l ngoi.

Giai on ny c tin hnh sau khi mt phng n gi i php c l a ch n. Thi t k vt l ngoi bao gm hai ti liu kt qu cn c: Trc ht l mt ti li u bao cha tt c cc c trng ca h thng mi s cn cho vic thc hin k thut v ti p l t i li u dnh cho ngi s dng v n m t c phn th cng v c nh ng giao di n v i ph n tin hc ha. Nhng cng on chnh ca thit k vt l ngoi l: 4.5.1. Lp k hoch thit k vt l ngoi. 4.5.2. Thit k chi tit cc giao din (vo/ra).

Sinh vin TH: L Th Ngn H

Gio vin HD: TS. Trn Thu H

14 4.5.3. Thit k cch tng tc vi phn tin hc ha. 4.5.4. Thit k cc th tc th cng. 4.5.5. Chun b v trnh by bo co v thit k vt l ngoi.

4.6. Giai on 6: Trin khai k thut h thng.

Kt qu quan trng nht ca giai on thc hin k thut l phn tin h c ha c a h thng thng tin, tc l phn mm. Ngi chu trch nhim v giai o n ny ph i cung cp cc ti liu nh cc bn hng dn s dng v thao tc cng nh cc ti liu m t v h thng. Cc hot ng chnh ca vic trin khai thc hin k thut gm c: 4.6.1. Lp k hoch thc hin k thut 4.6.2. Thit k vt l trong. 4.6.3. Lp trnh. 4.6.4. Th nghim h thng. 4.6.5. Chun b ti liu.

4.7. Giai on 7: Ci t v khai thc.

Ci t h thng l pha trong vic chuyn t h th ng c sang h th ng m i c thc hin. vic chuyn i ny c th hin vi nhng va chm t nht, cn ph i lp k hoch mt cch cn thn. Giai on ny gm cc cng on: 4.7.1. Lp k hoch ci t. 4.7.2. Chuyn i. 4.7.3. Khai thc v bo tr. 4.7.4. nh gi

V. Phn tch h thng thng tin.

5.1. Phng php phn tch h thng thng tin.
Thu thp thng tin l cng on u tin trong qu trnh phn tch h th ng. M c tiu c a cng on ny l c c cc thng tin lin quan n mc tiu ra v i tin c y v chnh xc cao. Cc phng php thu thp thng tin trong giai o n ny bao g m: nghin c u ti liu, phng vn, quan st v phiu iu tra. 5.1.1. Phng php nghin cu ti liu 14

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n mn hc 46B
c ch hot ng, quy trnh vn hnh thng tin trong h thng.

Tin hc kinh t

Mc ch ca phng php ny l thu thp cc thng tin t ng qut v t ch c nh c u trc, c ci nhn tng th ban u v i tng cn phi nghin c u d li u v cc kha cnh sau: hot ng ca h thng, thng tin vo ra ca h thng, qu trnh x l, cch trao i thng tin trong h thng, quan h gia cc phng ban, kh i l ng cng vi c, nh ng kh khn thng gp trong cng vic 5.1.2. Phng php phng vn Phng php phng vn cho php thu c nhng thng tin c x l theo cch khc so vi m t trong ti liu, nhng ni dung c bn khi qut v h th ng m kh c th n m bt c trong khi ti liu qu nhiu, c bit l mc tiu ca t chc. Phng php phng vn bao gm ba bc c bn l chun b phng vn, ti n hnh ph ng vn v tng hp kt qu phng vn. 5.1.3. Phng php quan st h thng Phng php quan st gip cc phn tch vin thu thp c nhng thng tin khng c trong ti liu v khng thu c qua qu trnh phng vn, c c m t bc tranh khi qut v t chc v cch qun l cc hot ng c a t chc. Ph ng php ny i h i kh nhi u th i gian. Phng php quan st c mt s hn ch nh mt h th ng m i th ng lm thay i phng php v cc chi tit thao tc ca h thng c lm cho cc quan st ny khng cn ngha, ng thi quan st cng lm cho ngi b quan st c m th y kh ch u v c xu h ng thay i cch hnh ng.

5.2. Thit k h thng thng tin.

Mc tiu ca giai on thit k h thng thng tin l xc nh mt cch chi tit v chnh xc nhng g h thng mi phi lm t c nhng m c tiu ra trong giai o n phn tch h thng thng tin m vn lun tun th cc rng buc ca mi trng. Cc bc ca giai on thit k h thng thng tin bao gm thi t k c s d li u, thi t k giao din v thit k phn mm. 5.2.1. Thit k c s d liu. Thit k c s d liu l xc nh yu cu thng tin ca ngi s dng h thng thng tin mi. Vic xc nh nhu cu thng tin l mt cng vi c rt phc tp, ph thu c vo nhi u

Sinh vin TH: L Th Ngn H

Gio vin HD: TS. Trn Thu H

16 yu t nh c trng ca nhim v m h thng thng tin phi tr gip, c trng ca h thng thng tin, c trng ca ngi s dng v c trng ca nh ng ngi pht tri n h thng. Phng php thit k c s d liu ph bin l phng php m hnh ho thc th. Mt s khi nim c bn trong phng php ny l: Thc th Thc th l nhng i tng c th hoc tru tng trong th gi i th c m ta mu n l u gi thng tin v chng. Ni cch khc, thc th l m t tp hp cc i t ng c cng cc c trng, ch khng phi l mt i tng ring bit. Lin kt Mt thc th khng tn ti c lp vi cc thc th khc m c s lin h qua l i gi a chng. Khi nim lin kt hay quan h c dng th hi n nhng mi lin kt t n t i gia cc thc th. Thuc tnh Thuc tnh l cc c trng ca mt thc th hoc mt quan h. C ba loi thuc tnh l thuc tnh m t, thuc tnh nh danh v thuc tnh quan h. Thuc tnh m t: dng m t v thc th. Thuc tnh nh danh: l thuc tnh dng xc nh mt cch duy nht mi ln xut c a thc th. Thuc tnh quan h: dng ch n mt ln xut no trong thc th c quan h. Thuc tnh c t bn cnh thc th v quan h. Cc thu c tnh nh danh c g ch chn trong cc biu din v thc th v quan h. Chiu ca mt lin kt Chiu ca mt lin kt ch ra s lng cc thc th tham gia vo quan h , bao g m ba loi l mt chiu, hai chiu v nhiu chiu. Quan h mt chiu: l mt quan h m mt ln xut ca mt thc th c quan h vi mt ln xut ca chnh thc th . Quan h hai chiu: l quan h trong c hai thc th lin kt vi nhau. Quan h nhiu chiu: l quan h trong c nhiu hn hai thc th tham gia. M t quan h nhiu chiu lun c kh nng chuyn i thnh dy cc quan h hai chiu. Chun ho d liu 16

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Tin hc kinh t

Chun ho l qu trnh kho st cc danh sch thuc tnh v p d ng m t t p cc quy t c phn tch vo danh sch gim ti thiu vic lp li, trnh d th a, gip xc nh v gii quyt s nhp nhng. C ba mc chun ho chnh l chun ho mc 1 (1NF First Normal Form), chu n ho m c hai (2NF Second Normal Form) v chun ho mc 3 (3NF Third Normal Form) 5.2.2.Thit k giao din Mc ch ca thit k giao din l nhm to ra mt s giao ti p thn thi n gi a ngi s dng v my tnh, ph hp vi cc nhim v c t ra. Thit k giao din i hi giao din phi d s dng, d hc, tc thao tc nhanh, chnh xc, d kim sot v d pht trin. C ba loi thit k giao di n ph bin l thi t k th c n, thit k biu tng v thit k kiu in mu.

VI. Cng c m hnh ha.

6.1. S lung thng tin.
S lung thng tin c dng m t h thng thng tin theo cch th c ng. T c l m t s dch chuyn ca d liu, vic x l, vic lu tr trong th gi i vt l b ng cc s . Cc k php ca s lung thng tin: X l:

Sinh vin TH: L Th Ngn H

Gio vin HD: TS. Trn Thu H

18 Kho d liu: Dng thng tin: iu khin: Cc phch vt l l nhng m t chi tit hn bng li cho cc i t ng c bi u di n trn s nh hnh dng ca cc thng tin vo/ra, th tc x l, ph ng ti n th c hi n x l s c ghi trn cc phch vt l. C 3 loi phch: phch lung thng tin, phch kho cha d liu, phch x l:

Loi 1: Phch lung thng tin c mu.

Phch lung thng tin c mu. Loi 2: Phch kho cha d liu

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Tin hc kinh t

Phch kho cha d liu Loi 3: Phch x l

Phch x l

Hnh 2. : Mi lin h gia IFD v cc phch vt l ca t in h thng.

6.2. S lung d liu.

S lung d liu dng m t chnh h th ng thng tin nh s lu ng thng tin nhng trn gc tru tng. Trn s ch bao gm cc lung d li u, cc x l, cc l u tr d liu, ngun v ch nhng khng quan tm ti n i, thi im v i t ng ch u trch nhim x l. S lung d liu ch m t n thun h thng thng tin l lm g v lm g. K php dng cho s lung d liu (DFD)

Sinh vin TH: L Th Ngn H

Gio vin HD: TS. Trn Thu H

20 Ngn ng s lung d liu DFD s dng 4 loi k php c bn: Thc th, tin trnh, kho d liu v dng d liu.

Cc k php c bn ca ngn ng DFD Cc mc ca DFD S ng cnh (Context Diagram) th hin rt khi qut ni dung chnh ca h thng thng tin. S ny khng i vo chi tit, m m t sao cho khi nhn vo l nh n ra n i dung chnh ca h thng. cho s c d nhn th c th qua cc kho d li u; b qua cc x l cp nht Phn r s m t h thng chi tit hn ngi ta dng k thut phn r ( Explosion) s . Bt u t s ng cnh, ngi ta phn r ra thnh s mc 0, tip theo l mc 1, 2, Cc phch l gc Ging nh cc phch vt l, phch l gc hon ch nh ti li u cho h th ng. C 5 lo i phch l gc c dng m t thm cho lung d liu, x l, kho d li u, tp d li u v ph n t thng thng tin.

Phch x l l gc

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Tin hc kinh t

Phch lung d liu

Phch phn t thng tin

Phch kho d liu

Phch tp d liu

Sinh vin TH: L Th Ngn H

Gio vin HD: TS. Trn Thu H

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CHNG III: PHN TCH V THIT K H THNG QUN L QUAN H KHCH HNG TI CHI NHNH NGN HNG SACOMBANK.
I. Phn tch h thng qun l quan h khch hng ti chi nhnh ngn hng Sacombank.
1.1. Phn tch yu cu.

1.1.1. Phn tch yu cu ca h thng.

Khch hng ca phng khch hng ti chi nhnh Sacombank gm hai loi chnh l khch hng c nhn v khch hng doanh nghip nh doanh nghip nh nc, doanh nghip t nhn, doanh nghip c phnH s khch hng s c phn loi theo nhiu tiu ch khc nhau, bao gm: c trng ca hot ng v m hnh kinh doanh ca ngn hng, quy m, nghnh ngh, mc giao dch vi cng ty ( Khch hng c bit, Khch hng ang s dng cc dch v, Khch hng sp ht hn, Khch hng tim nng). Cc cch phn loi ny do ngi qun l quyt nh v chnh sa theo cc thay i trong m hnh hot ng ngn hng. i vi ngn hng th hng ngy nhn vin phng dch v khch hng s nhn d liu th v khch hng khi c khch hng n giao dch thng qua cc phiu gi tin, phiu thu, phiu chiCc nhn vin s cp nhp cc thng tin ny vo h s khch hng trong my tnh. ng thi cc nhn vin cng s cp nhp thng xuyn cc loi hnh dch v ca ngn hng vi y cc thng tin nh: loi hnh dch v, i tng c s dng dch v, hnh thc ng k s dng dch vNgoi ra nhn vin c th ghi li cc nh gi ca khch hng i vi cc dch v ca ngn hng. 22

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Tin hc kinh t

Nhn vin cn cp nhp cc loi hnh qung co nh: qung co qua th in t, qung co trn bo, i, v tuyn truyn hnh, qung co trc tip ti khch hng qua in thoi, th tn; qung co bng t rivi cc thng tin c th v tng loi qung co nh: i tng khch hng, kh nng thc hin, pha thc hin qung co Cc thng tin ny s c lu tr thun li cho vic tm kim, sa i khi c s thay i v c s dng ln bo co hng ngy cho cc nh qun l. ng thi nh qun l mun cung cp v qung co ti khch hng v cc loi hnh qung co, nh qun l c th xy dng k khoch qung co chi tit: i tng khch hng, thi gian bt u, thi gian kt thc, chi ph d kinBn cnh l cc thng tin nh gi kh nng thc hin, tnh trng thc hinnh m nh qun l c th theo di v a ra cc quyt nh tin hnh thc hin cc k hoch qung co.

1.1.2. Cc yu cu ca h thng.
Qun l thng tin chi tit ti tng khch hng. Phn loi r rng v chi tit tng loi khch hng. C s d liu v khch hng v cc loi hnh dch v cung cp cho khch hng c qun l mt cch tp trung v thng nht. Cung cp kh nng qung co, khuch trng dch v v thng tin dch v ti ng i tng khch hng. Cung cp kh nng tra cu nhanh v linh hot i vi tt c cc i tng. Cung cp kh nng lp bo co, sao lu v cc tin ch khc. Giao din thn thin, d s dng.

1.2. Cc chc nng hot ng ca h thng.

Qun tr h thng gm c ng nhp, i mt khu, cp li mt khu, to lp v phn quyn ngi s dng. Qun l thng tin khch hng theo cc tiu ch sau: loi khch hng, nhn vin ph trch. Tra cu cc thng tin v khch hng. Cp nhp, sa i thng tin v khch hng. Cp nht, sa i cc dch v hng ha ca ngn hng. Tra cu cc thng tin v cc loi hnh dch v.

Sinh vin TH: L Th Ngn H

Gio vin HD: TS. Trn Thu H

24 Xy dng cc k hoch qung co, khuch trng dch v. To lp, qun l, theo di cc giao dch. Lp bo co.

1.3. M hnh ha h thng.

1.3.1. S chc nng qun tr quan h khch hng.

Hnh 3.1: S chc nng qun tr quan h khch hng

1.3.2. S lung thng tin IFD.

Hnh 3.2: S IFD qu trnh cp thng tin khch hng.

Hnh 3.3: S IFD qu trnh cp nhp giao dch khch hng.

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n mn hc 46B 1.3.3. S lung d liu DFD.

1.3.3.1. S mc ng cnh.

Tin hc kinh t

Hnh 3.4: S lung d liu mc ng cnh.

Sinh vin TH: L Th Ngn H

Gio vin HD: TS. Trn Thu H

26 1.3.3.2. S DFD mc 0.

Hnh 3.5. S lung d liu mc 0

1.3.3.3. S DFD mc 1- Qun tr thng tin khch hng.

Hnh 3.6. S lung d liu mc 1- Chc nng qun tr thng tin khch hng.

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Tin hc kinh t

1.3.3.4. S lung d liu mc 1- Chc nng qun tr dch v.

Hnh 3.7: S lung d liu mc 1- Chc nng qun tr dch v

Sinh vin TH: L Th Ngn H

Gio vin HD: TS. Trn Thu H

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1.3.3.5. S lung d liu mc 1- Chc nng qun tr giao dch

Hnh 3.8: S lung d liu mc 1- Chc nng Qun tr giao dch.

1.3.3.6. S lung d liu mc 1- Chc nng Qung co.

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Tin hc kinh t

Hnh 3.9. S lung d liu mc 1- Chc nng Qung co.

1.3.3.7. S lung d liu mc 1- Chc nng Tm kim.

Sinh vin TH: L Th Ngn H

Gio vin HD: TS. Trn Thu H

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Hinh 3.10. S lung d liu mc 1- Chc nng Tm kim thng tin khch hng.

Hnh 3.11. S lung d liu mc 1- Chc nng Tm kim thng tin giao dch. 30

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Tin hc kinh t

1.3.3.8. S lung d liu mc 1- Chc nng Lp bo co.

Hnh 3.12. S lung d liu mc 1- Chc nng Lp bo co.

Sinh vin TH: L Th Ngn H

Gio vin HD: TS. Trn Thu H

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II. Thit k h thng qun tr quan h khch hng ti chi nhnh Sacombank.
2.1. Thit k c s d liu logic.

2.1.1. M t cc thc th v cc mi quan h.

M t cc thc th. ST T 1 2 3 4 5 6 7 Loi khch hng Khch hng Giao dch Dch v Hnh thc qung co Phng ban Nhn vin Cc loi i tng khch hng theo quy nh Cc khch hng ca chi nhnh Hot ng nghip v ca khch hng vi chi nhnh Cc dch v ca chi nhnh Cc hnh thc qung co p dng cho cc dch v Cc phng ban ca chi nhnh Cc nhn vin ca phong ban Thc th ngha

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Hnh 3.13: Bng m t thc th. Mi quan h gia cc thc th.

Tin hc kinh t

Mi loi khch hng c nhiu Khch hng, mi Khch hng ch thuc v mt Loi khch hng. Mi Khch hng c th c mi quan h vi mt hay nhiu Nhn vin, mi Nhn vin cng c th c mi quan h vi mt hay nhiu Khch hng. Mi Khch hng c th tham gia nhiu Giao dch, nhng mi Giao dch ch thuc v mt Khch hng. Mi Giao dch c mt Dch v, nhng mi dch v c th cung cp cho nhiu Giao dch.. Mi Dch v c th s dng mt hay nhiu Hnh thc qung co khc nhau, mi Hnh thc c th p dng cho mt hay nhiu Dch v. Mi Nhn vin tham gia nhiu Giao dch, mi Giao dch c th do nhiu mt hay nhiu Nhn vin tham gia. Mi Nhn vin thuc v mt Phng ban , mi Phng ban c nhiu Nhn vin.

2.1.2. S quan h thc th ERD.

Hnh 3.14: S quan h thc th ( ERD)

2.1.3. S cu trc d liu (DSD).

Hnh 3.15. S cu trc d liu.

Sinh vin TH: L Th Ngn H

Gio vin HD: TS. Trn Thu H

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2.2. Thit k vt l.
C s d liu bao gm cc bng vi cc thuc tnh sau: -Bng Khch hng ( tblKhachHang). -Bng Loi khch hng (tblLoaiKH). -Bng Khch hng doanh nghip (tblKHDoanhNghiep). -Bng Khch hng c nhn (tblKHCaNhan). -Bng Giao dch (tblGiaoDich). -Bng Nhn vin (tblNhanVien). -Bng PhongBan (tblPhongBan). -Bng Dich v (tblDichVu). -Bng nh gi dch v (tblanhGiaVC). -Bng Qung co dch v (tblQuangCaoDichVu). -Bng Loi hnh qung co (tblLoaiHinhQC).

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2.3. Mt s thut ton s dng trong h thng.

Tin hc kinh t

2.3.1. Thut ton ng nhp h thng.

Hnh 3.16. S thut ton ng nhp chng trnh.

2.3.2. Thut ton tm kim.

Hnh 3.17. S thut ton tm kim.

2.3.3. Thut ton lp bo co.

Sinh vin TH: L Th Ngn H

Gio vin HD: TS. Trn Thu H

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Hnh 3.18: S tht ton lp bo co.

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