Luận văn thạc sĩ UEH excessive workload at tax department in district 11

UNIVERSITY OF ECONOMICS HO CHI MINH CITY

International School of Business

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VU BAO MINH

EXCESSIVE WORKLOAD

AT TAX DEPARTMENT

IN DISTRICT 11

MASTER OF BUSINESS ADMINISTRATION

Ho Chi Minh City – Year 2018

LUAN VAN CHAT LUONG download : add [email protected]

UNIVERSITY OF ECONOMICS HO CHI MINH CITY

International School of Business

--------------------------

VU BAO MINH

EXCESSIVE WORKLOAD

AT TAX DEPARTMENT

IN DISTRICT 11

MASTER OF BUSINESS ADMINISTRATION

SUPERVISOR: DR. NGUYEN PHONG NGUYEN

Ho Chi Minh City – Year 2018

LUAN VAN CHAT LUONG download : add [email protected]

Running head: Excessive Workload at Tax Department in District 11

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Table of Contents

Executive summary .........................................................................................................4

CHAPTER 1: BACKGROUND......................................................................................5

1.1 Company background...............................................................................................5

1.2 Symptoms of problem in Tax department in district 11...........................................5

1.2.1 High turnover rate............................................................................................6

1.2.2 Low Customer Satisfaction..............................................................................8

1.2.3 Significant decrease of growth rate in revenue ...............................................9

1.3 Initial Cause-Effect Map ..........................................................................................9

1.4 Updated cause – effect map....................................................................................14

CHAPTER 2: PROBLEM JUSTIFICATION...............................................................16

2.1 Problem definition: high workload.........................................................................16

2.2 Problem existence...................................................................................................17

2.3 Problem importance................................................................................................21

2.3.1 Work – life imbalance ...................................................................................21

2.3.2 Bad management ...........................................................................................22

2.3.3 Job stress........................................................................................................22

2.3.4 Emotional exhaustion ....................................................................................23

2.3.5 Lack of communication in working environment .........................................24

CHAPTER 3: CAUSES VALIDATION AND SOLUTIONS......................................24

3.1 The list of potential causes of the problem.............................................................24

3.1.1 Lack of career development opportunities ....................................................24

3.1.2 Unfairly treated by the manager ....................................................................24

3.1.3 Unsupportive or bulling by manager.............................................................24

3.1.4 Unequal or substandard wage structures .......................................................25

3.1.5 Outdated in technology..................................................................................25

3.2 The final cause-effect map .....................................................................................26

3.3 Root cause: outdated in technology.........................................................................26

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Running head: Excessive Workload at Tax Department in District 11

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3.4 Possible solutions ....................................................................................................26

3.4.1 Solution 1: Building a new project: E-recruitment .............................................26

3.4.2 Solution 2: Upgrade contact center communications technology .......................28

References ....................................................................................................................34

SUPPORTING INFORMATION .................................................................................37

Methods Qualitative Research.......................................................................................37

Interview transcription...................................................................................................40

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Running head: Excessive Workload at Tax Department in District 11

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Table of figures

Figure 1: The percentage of resigned employees of back officers from 2015 to 2017...6

Figure 2:The number of apology letter for customer in 2017 .........................................8

Figure 3: The results of revenue of mandate of tax collection from 2015 to 2017.........9

Figure 4: Initial Cause-Effect Map................................................................................10

Figure 5: Updated cause – effect map ...........................................................................15

Figure 6: Percentage of employee’s feeling about unable to spend enough time with

family.............................................................................................................................18

Figure 7: The influence of the supervisor or team leader on the participants...............19

Figure 8: The evaluate of Workplace Stress on the participants...................................19

Figure 9: Percentage of knowledge of employee about workload increases when

another employee quit their job.....................................................................................20

Figure 10: Percentage of level reaction of employee often carry heavy workload, and

felt like leaving ..............................................................................................................20

Figure 11: The evaluate of communication on the participants....................................21

Figure 12: The final cause-effect map...........................................................................26

Figure 13: Schedule of building E-recruitment and Communicate Center system.......32

Figure 14: List of interviewees......................................................................................38

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Running head: Excessive Workload at Tax Department in District 11

4

Executive summary

Today’s competitive world human resources management is considered crucial for the

efficient and effective utilization of resources. The requirements in terms of human

resources management activities also have changed along with changes in the

environment. Improving public sector performances seems to be only possible when

the public sector has qualified staff. Organizations must identify innovative ways to

increase efficiency and lower costs while maintaining quality services. The paper

begins with a brief description of the symptoms of human resource at the Tax

department in District 11. The situation analysis indicates that Tax Department in

District 11 is experiencing serious issues including excessive workload in employees,

high turnover rate (resulting from the annual report of HR), low compensation

compares with private organizations.

As a result, the overall performance has been deteriorating in recent years. One

indication for the poor performance is the decreasing annual growth rate, low customer

satisfaction. Another evidence is the mandate of tax collection is underperformed.

Besides, the current contingent of civil servants is still generally perceived as lacking

the necessary competence, work ethic and motivation to meet the requirements of the

tax department’s development.

Given the identified problems, the following recommendations aim to help the Tax

Department in District 11 to overcome these challenges, improve performance, and

lower operational costs: Building a new project (E-recruitment); Upgrade contact

center communications technology.

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