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UPPSALA UNIVERSITET &
VX
UPPSALA UNIVERSITY OF ECONOMICS & BUSINESS, VNUH
UNIVERSITET
***
TU
VNIMJEB
MASTER
THESIS OF
MPPM
A STUDY ON IMPROVING THE
QUALITY OF HUMAN RESOURCE
IN QUANG
NINH
PROVINCE
CUSTOMS DEPARTMENT
Authors
Supervisor
Local Supervisor
Class
: Tran
Viet
Dung and Ngo Xuan Hiep
;
Dr. Sven-Erik Svard PhD
.
Nguyen Ngoc Thang PhD

the quality of human resource in
Quang
N.nh
province Custom Department
Level: Master of Public Management Program
Authors: Tran Viet Dung and Ngo Xuan Hiep
Lecturers:
1.
Swedish lecturer: Dr. Sven-Erik Svard PhD
2.
Vietnamese lecturer: PhD. Nguyen Ngoc Thang
Date of thesis defense: May,
2013
Objectives of study:
In the context of deep integration
with
the world
econom>
and rising
requirements of workload of Customs
sector,
human resource is required to be
consolidated and improved in both quantity and quality.
in order to
contribute
to improve the quality of human resource in
Quang
Ninh
Customs Department, the authors chose the topic:
"A .study

- Statistical analysis and method: The researchers use questionnaires to do
survey. Questionnaire is established
with
table Likert
5
level and
divided
in 2 parts.
Part A includes questions about general information of
respondents,
part
f^
includes
questions with the purposes to collect
infomiation
related to human resource polic\
in Quang Ninh Customs Department.
Respondents
of
the
sur\c\ are
emplo\ees
in
different positions regardless of
gender,
age, income The researchers chose
random sampling method (160 samples).
- Direct observation: The researchers observed working
conditions,
working

of Quang Ninh Customs Province are
basicall\
high and increasing
graduall\
but
unevenly over years.
In
which, professional, foreign language and information
technology qualifications have been most improved.
About training, training and retraining have become effective and shown
great progress. Training steps based on international
standards,
labour force was
basically standardized according to positions and
job
titles.
However,
there are still
some limitations in training such as curriculum and qualit\ of teachers.
About staff organization, the recruitment has been implemented
seriousl).
publicly and
transparcntl>
but ineffectively.
Meanwhile,
staff rotation is suitable
with requirements of work and personal capacity of staffs.
General conclusion, quality of labour force in Quang Ninh Custom Province
from
2008-2013

of
human resource and performance of Quang Ninh Customs Department.
Contribution of the thesis
Establish methods of specifying job
positions,
describing
jobs
and setting a
framework of capacity for each position to
appK
to human resource management
in
Quang Ninh Customs Department.
Improve evaluation and management process of working results of staffs in
the department.
Enhance the quality of
recruitment,
including establishment of recruitment
structure following closely practical
requirements,
good
pre-recruiiment
and
training for new stafTs.
Key words
Recruitment,
training, staff rotation. labour structure and labour quality
management
TABLE OF CONTENTS
ACKNOWLEDGEMENTS

CHAPTER I: THE FUNDAMENTAL ISSUES OF HUMAN RESOURCE QUALITV12
i.l.
THF
DEFINITION OF HUMAN
RFSOURCf.
QUALITY
12
1.2. ASSESSMENT NORMS FOR HUMAN RESOURCE QUALITY
12
1.3,
ENHANCINCi
HIE QUALITY OF HUMAN RESOURCE
13
CHAPTER II: RESEARCH
METH()D()L()(;Y
14
2.1.
PURPOSE, SCOPE OF THE STUDY
14
2.1.1.
Purpose of the study
14
2.1.2. Research theoretical
model
14
2.2.
DATA COLLECTION INSTRUMENT
14
2.2.1.
Quant

3.2.1.
Analysing
number,
structure and quality of labour forces
3 2 2
Analysinu
human resource
management
3 3 ASSESSMENT ON
lUJMAN
RESOURCE DEVELOPMENT AND
MANAGF;MI;N
I
IN
CUSTOMS DEPARTMENT
OF
QUANG NINH PROVINCE
IN
THE
PERIOD
OF
2008
-
2012
^"^
3.3.1.
Achievements in human resource development in Quang
Ninh
Custom
34

4.3.5.
Assessing and following after training 43
4.4.
ENHANCING THE EFFICIENCY OF ORGANIZING STAFFS MISSION 43
CONCLUSION 45
REFERENCES 46
APPENDIX I: QUESTIONAIRE ON HUMAN RESOURCE QUALITY 47
APPENDIX 2: INVESTIGATION STATISTIC TABLE 50
List of illustrations
Number
Chart 3.1
Chart 3.2
Chart 3.3
Chart 3.4
Chart 3.5
Chart 3.6
Chart 3.7
Chart 3.8
Chart 3.9
Chart 3.10
Chart
3.11
Chart 3.12
Chart 3.13
Chart 3.14
Chart 3.15
Chart 3.16
Chart
3.17
Chart

Effectiveness of traning and retraining program
Teachers meeting training demand
Training contents meeting pratical requirements
The effectiveness of recruitment
Transparency of recruitment
Job rotation meeting job requirements
Job rotation suitable for individual
capacit)
Transparent staff planning and
appointment
Job assignment in
conformit\
w
ith
capacit)
and knowledge
Fair treatment for staffs
Reward
deservinii
of
achievements ;
1
The training process
Diagramming priorly defined strategies of training
Pag
20
4
22
1
24

2008-2012
NUMBER OF EMPLOYEES SENT TO TRANING COURSES
PERIOD 2008
-2012
ANALYSING LABOUR STRUCTURE ACCORDING TO ON
POSITION AND WORKING SCOPE
List of Abbreviations
Abbreviations
C/O
E&E
GATT
GDVC
HR
HS
I&E
WB
WTO
Original meaning
Certificate of Origin
Entrance and
Lxit
General Agreement on Tariffs and Trade
'
General Department of Viet Nam Customs
Human resource
Harmonized System
Import and Export
World Bank
World trade organization
'

help to fulfill international pledge, facilitate for
development inicniational
commerce and ensure social security target, national interest and community.
Along with national customs, Quang Ninh province Customs Department has
recently focused on reform, development and modernization.
It
aims to enhance
management in both
qualit\
and effectiveness; resolution of contradictions in I&E
items,
transportation. E&E passengers through Quang
Ninh
based border gates.
and ensure the requirement of the State.
In order to achieve these aims and requirements, facilities and
technologv
are
not the only factors needed to be enhanced. We acknowledge human resources in
term of both quantity and qualitv would play a significant role.
On the other hand, shortcomings in human resource of
I
he Customs sector
nowadays create inspiraton of manv
researches,
such as
".Management
of import tax
collection in Hanoi Customs
DeparttnenC

province Custom
Department".
ii.
Objectives
The objectives of this study are accomplishing some solutions to improve the
quality of human resource in Quang Ninh Customs Department and enhancing the
effectiveness in operation of Quang Ninh Customs Department in the period of 7
years from
2013
to 2020.
iii. Aims of the study
The thesis studies on general theory and human management in general and
analyses human management in Quang Ninh Customs
Departmeiu in
practical.
Then, we propose some solutions to enhance the qualitv of human resource tor
accomplishing the work of Quang Ninh Customs Department in the future.
iv. Research Questions
- What is pratical situation of human resource in Quang Ninh Customs
Department'.^
- How to improve the qualitv of human resource in Quang Ninh Customs
Department?
v. Practical and scientific meaning
- Scientific meaning
Generalize the theory system of human resource management of Customs in
general and Quang Ninh province Customs Department in particular.
11
- Practical meaning
The thesis completes the analysis of human resource qualit\ in actual
situation, and then proposes some solutions to enhance the quality of human

quality of its human resource. Human resource plays a crucial role in creating
material and spiritual wealth for the society.
1.2. ASSESSMENT NORMS FOR HUMAN RESOURCE QUALITY
Human resource displays in two sides including quantitv and quality,
therefore, we have two groups of norms to assess the human resource.
*
/\orm
group to assess human resource quantity
There are a variety of norms to assess the human resource quantitv. however,
the typical norms include:
- Ratio of human resource in population
- Ratio of labor force in population
- Ratio of people at working age engaging the labour force
- Ratio of employed people in labor force
*
!\orm
group to assess human resource quality
Human resource qualitv
displays
in manv
norms,
including
tvpical
ones:
+
Norm displaying the heath of human resource
This is analyzed basing on criteria: average life
expectancv,
average height and
weight of workers, norms classifying health of workers

displav
in tradition of
patriotism,
tradition of national culture and civilization and custom and mode of life.
L3.
ENHANCING THE QUALITY OF HUMAN RESOURCE
High-quality staffs will be a firmly competitive advantage for an organization.
Enhancing quality of human resource helps the organization
quickl)
reach future
targets and fulfill its mission.
To enhance to quality of human
resource,
it is necessary to combine
effectively 3 processes: attracting, employing and
training,
in which training should
be highly paid attention to.
14
CHAPTER II: RESEARCH METHODOLOGY
2.1.
PURPOSE, SCOPE OF THE STUDY
2.1.1.
Purpose of the study
Purpose of the study is assessing and analyzing human resource qualitv. then
proposing solutions to enhance the quality of Quang N.nh Customs" human
resource.
2.1.2.
Research theoretical model
The researchers use SWOT to analyze issues related to qualitv of human

cost,
this
method
provided the researchers updated
intbrmation
at the time of
doing survev, and also helps respondents feel more
comtbrtable
and confident in
proposing their training requirements in comparison
with
direct
interview.
Questionnaire is established with table likert 5 level and devided in 2 parts.
Part A includes
questions
about general
information
of respondents (question I to
6).
These are questions about
events,
which is easy to answer and help the
respondent be familiar with the questionaire. Part
B
includes questions
uith
the
purposes to
collect

individuals,
which helps the research he more objective and
reliable to make conclusions. This method is not considered one of the
primarv
method because it is influenced
b>
subjective factors of the reseachers.
16
CHAPTER
111:
PRATICAL SITUATION OF HUMAN RESOURCE
QUALITY MANAGEMENT
IN
CUSTOMS DEPARTMENT OF QUANG
NINH PROVINCE
3.1.
INTRODUCTION OF CUSTOMS DEPARTMENT OF QUANG NINH
PROVINCE
3.1.1
General introduction of Quang Ninh Customs Department
Organizational structure: Quang Ninh Customs Department has total of 536
employees who are divided into 10 assistance departments and 12 units of border
customs and a equivalent unit. The head of Quang Ninh Customs Department is
customs chief below is 04 vice customs chiefs. The vice chiefs are assistants of the
chief and also the monitors and supervisor of several units directly under Quang
Ninh Customs
Department.
The head of assistance department are managers and below are vice
managers. Customs units
dircctiv

chief
\ ice
customs
chief
Dept. of Human Resource
Dept. of
Inspection
Office of Customs Department
Dt'pt.
of finance manaiitnuni
Dept.
of Post-customs (
learanc<
Dt'pl (»f Kisk Manaucmcnl
)i jil 'if Viiti
tr:irnkint:
:iiul
h^inUling
Mulitlioiis
l)i|it nl Su|H['\iM<in .Kid iii.iiMUi incnl
(
enter ui
tourism and I I
Dipt
otkSLI lax
l)i.|)l ofM(uli
rni/ation
Ui-no\atiofi
( ustoms
K\aniina(i(>n

(.ai
B<»rdcr
(
u-^roms
Branch
of (ai
I am
Border
(
ustoms
18
3.L2.
Performance of Quang Ninh Customs Department
2008-2012
is the period when Customs in general and Quang Ninh Customs
Department in particular focused on the task of reforming administrative
procedures, modernize the sector with the target: "Develop a
consistent,
streamlined,
focused,
effective and modern operating structure".
Simultaneously,
in
this
period.
Customs in general and Quang Ninh Customs Department in particular
was additionally assigned to do new tasks such as: To implement modem
administrative method (application of risk management techniques): enhance post-
customs clearance check, gradually transform from pre-check to post-check;
mspection

social
security,
political
stability,
as follows:
Table 3.1 - SOME PRIMARY RESULTS OF QUANG
NlNIi
CUSTOMS
DEPARTMENT
IN 2008-2012
No
1
A.
3
4
5
6
7
8
Criteria
Number of employees
Number of declarations
Quota
Means of Entrance and Exit
Fntrance
and
Fxit
Passengers
Number of
trafficking.

Year
2009
480
39.493
9.898
50.368
3,310
560
9.200
12.809
Year
2010
513
42.353
10.201
67.328
3.527
328
10.550
14.309
1
1
Year
2011
53!
43.503
12.490
77.687
3,492
339

the recruitment in Quang Ninh Customs Department has be
implemented seriously, followed properly
guidance,
procedures, authorities as
government
regulations.
Ministry of Finance, General Department of Viet Nam
Customs and ensured the principles of
democracy,
openness, transparency and
regulation. After recruited, the officers were appointed and used
properlv
to be
suitable with qualifications and profession of each person.
However, due to
recent
hierarchy of
recruitment,
local customs departments
such as Quang Ninh customs department only proposes regular staff and training
major. The content of knowledge and methods of recruitment arc decided by
General Department of Viet Nam Customs and used for the whole sector. This is a
great drawback in recruitment of Quang Ninh Customs Department. All candidates
do the exam with the same content applied in the whole customs sector. Subjects in
the exam are State Administration, foreign languages and computer
skills,
fhis
method makes it dificult for local customs departments in general and Quang Ninh
Customs Department in particular to select expected candidates meeting practical
requirements, especially in missing positions.

19
Other criteria increased year by year, especially quota and tax revenue and exceed
targets assigned.
3.1.2,
/. Human Resource and Training
a - Recruitment
Over years, the recruitment in Quang Ninh Customs Department has be
implemented seriously, followed properly guidance,
procedures,
authorities as
government
regulations.
Ministry of Finance. General Department of Viet Nam
Customs and ensured the principles of
democracy,
openness,
transparency and
regulation. After recruited, the officers were appointed and used
properl\
to be
suitable with qualifications and profession of each person.
However, due to recent hierarchy of recruitment, local customs departments
such as Quang Ninh customs department only proposes regular staff and training
major. The content of knowledge and methods of recruitment are decided by
General Department of Viet Nam Customs and
used
for the
uholc sector Ihis
is a
great drawback in recruitment of Quang Ninh Customs

Department, working
environment
and conditions of staff in Quang Ninh Customs
Department are always favorable
uith
spacious office, modem equipment and full
labor protection.
c - Training and development
From 2008
2012,
Quang Ninh Customs Department sent 4.860 turns of
staff to attend training and
re-training
courses organized by different agencies.
These courses focused on professional
trainmg
(undergraduate and
post-graduate).
20
foreign languages, information technology, political theory, public management,
national defense and security knowledge intensive, advanced professional skills.
Table
3.2
- NUMBER OF EMPLOYEES SENT TO TRANING COURSES
PERIOD
2008-2012
No
Year
2008
2009

traning
courses
Year
2008 2009
2010
2011 2012
Until now, all
stafTare
basically standardized, meeting higher requirements
of customs sector. Recent professional training structure is diversified (economics.
finance, law, foreign trade, commerce, accounting, foreign languages, public
security ), suitable with requirements and specific characteristics of each unit. Staff
qualifications are increasingly enhanced, the rate of
staff,
who are graduates or post-
graduates, is 80%.
21
3.1.2.2
Development of a strong and transparent customs force
Quang Ninh Customs Department have followed seriously and efficiently
general regulations of developing a strong and transparent customs force without
harassment and bureaucracy The department is following the motto of General
Department of Viet Nam Customs Chief in "Declaration of customer
sen-ice",
that
is
''Professionalism.
Transparency.
Efficiency''
and a number of commitments on

Soldier awarded local competition
289
Advanced Collective Labour
2.082
Certificate of Merit from Chief of General Department of Viet
Nam Customs
Medal for Finance career
Other merit from other agencies, government and localities
15
88
12
20
22
3.2.
PRACTIAL SITUATION OF DEVELOPING HUMAN RESOURCES
AND HUMAN RESOURSE MANAGEMENT IN QUANG NINH CUSTOMS
DEPARTMENT
3.2.1.
Analysing number, structure and quality of labour forces
3.2.1.1.
Analysing number
of
workers
For the Customs Sector in general and Quang Ninh Customs Department in
particular, the number of regular workers assigned annually is one of important
factors to be able to fulfill political tasks.
Table 3.4 - ANALYSING NUMBER OF WORKERS PERIOD 2008 -
2012
No
1

Year
2012
536
112,4
100,9
2,975
Chart 3.2 - Original and continuous fluctuation index of number of
workers over years
114
112
110
108
106
I
104
•5
102
100
98
96
94
92
Year 2008
2009
2010
2011
'
107
B
111.3

Figures from table 3.1 shows that: The number of workers in Quang Ninh
Customs Department increased over years, in which annual growth rate was below
3.5%
(Except
201
1, growth rate of regular staff increased from 2009. reached 6.9%.
For the overall period, the number of worker increased by 59 people from 2008 to
2012,
equal to
12.4%.
However, in comparison with the growth rate of workload over the last 5
years,
the growth rate in number of worker was still at low level. For example: over
the last 5 years, the number of declaration increased by 37.2%: Quota increased by
75,2%
and tax collection increased by 56,2%; number of trafficking. Commercial
frauds.
Drug-related crime only increased by 6% but their worth increased by
95''o.
Therefore, there are still many limitations in the provision of regular positions for
Quang Ninh Customs Department.
3.2.1.2.
Analysing labour
.structure
*/
Analysinfi
labour structure
accordinfi
to position and
working

480
115
365
%
100
23.95
76.05
Year 2009
Number
513
117
396
% Number
100 531
22.8
77.2
Year
2010
120
411
%
100
22.6
77.4
Year 2011
Number %
536 100
116 21.64
420 -8.36
Year