Total Quality Management in the Banking Industry - A Case Study of Joint Stock Commercial Bank of Viet Nam: Masters thesis of Business Administration

MEIHO UNIVERSITY

Graduate Institute of Business and Management

MASTERS THESIS

Total Quality Management in the

Banking Industry

- A Case Study of Joint Stock Commercial

Military Bank of Viet Nam

In partial fulfillment of the requirements for the degree of

Masters of Business Administration

Advisor: Dr. Shao-Hsi Chung

Co-advisor: Dr. Vo Phuoc Tan

Graduate Student: Tong Quoc Thinh

December, 2010

I

AKNOWLEDGEMENTS

First of all, I would like to express my greatest appreciation to the Principal Office of

The HCMC Industrial University and MEIHO University. The cooperation between the two

universities has provided us an EMBA program that is very practical, effective and very

useful not only for myself but also for Vietnamese Business community. The program gives

us opportunity to approach modern management technology and skills which are very useful

for our contribution to our country development.

Furthermore, I would like to thank all professors and classmates who not only extends

their best sharing of knowledge and experience but also provides greatest help and

encouragement during the program. Specially, I am truly appreciated the help from the

following people who have helped me to complete my graduation thesis:

- Professor/ Doctor: SHAO - HSI CHUNG - MEIHO Institute of Technology.

He is the advisor and the mentor for me during the internship, writing and completion

of my thesis in Vietnam and Taiwan.

- Professor/ Doctor: VO PHUOC TAN - The HCMC Industrial University. He

has provided greatest help during this EMBA.

With limited time and knowledge, I am sure that there will be many areas for

improvement in the thesis itself. Therefore, I am very appreciated and opened for all

comments from all professors and classmates. Your inputs are very valuable to make my

thesis practical and help my career development in the future.

Once again, best wishes to all.