DEBREMARKOS UNVERSTY

COLEGE OF BUSSINES AND ECONOMICS

DEPARTMENT OF MANAGMENT

PRACTICAL ATACHMENT REPORT ON COMMERCIAL

BANK OF ETHIOPIA QUCH BRANCH

BY BEREKET MOLLA
ID No:BEE 3214/12

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 Table of content page

Chapter one 1.Introduction

Acknowledgement……………………………………………………………………………………………………………………..................
.…I

Abstract…………………………………………………………………………………………
……………………….....................II

List of
Acronym…………………………………………………………………………………………
……………................…III

Table of content…………………………………………………………………………………...
……………………...............…VI

Part one organizational report

1.1 Background of the

organization………………………………………………………………………………
…………………………..……….……….................1
1.1.1 Cardinal issues (Mission, Value, Vision and
objective )............................….2
1.1.2 Vision…………………………………………………………………………………………………..................
…2
1.1.3 Missions
1.1.4 …………………………………………………………………………………………………..........................
……2
1.1.5 Value……………………………………………………………………………………………………................
….2
1.1.6 Objective of the
bank……………………………………………………………………………..........…….3

2. Organizational
structure……………………………………………………………………………..............……3

2.1 The extent to which the organization is realizing its visions

And missions and performance of the organization in relation to its

objectives…………….……..
….............................................................................................…4

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2.1.1 SWOT analysis of the organization…………………………………………………………….
…………….……..……....................4
2.2 Strengths………………………………………………………………………………………………..................
..……4
2.2.1 Weaknesses…………………………………………………………………………………………..............
…..5
2.2.2 Opportunities……………………………………………………………………………………............ ....
……5
2.2.3 Threats……………………………………………………………………………………………………............
..5
2.3 current problems observed that affect commercial bank of
Ethiopia Bahir dar branch……………………….
……….....................................................???....................………..6
2.4 suggested solution(measure)taken to solve or at least
minimize problems………….……….…………................
…......................................................................6

Chapter two

Part two activity report

3.Back ground of customer account and transaction service

department………………………........................................................................
...............7

3.1Objectives and major responsibilities as well as activities of the

Department or
division……………………………………………………………………………………………………...….............….7

3.1.2Objective of the
department………………………………………………………………………………………………………..............7

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3.2 Major duties and responsibilities of the
department…………………………………………………………………..................................... ...
.......7

3.3The responsibilities and major activities me as a member of

department…………………………………............…...........................……..….................……………8

3.4 Performance Evaluation of my

activities………………………………………………………………………………..….
……….....................8
3.5 Problem encountered on the job and remedial
measures…………………………………………..
……………...........................................….........8
3.6 Problem division or department or suggested solutions
The major problems that face the department are the
following………………………………..
……………....,....,,,........................................................…9

3.7 Suggested solutions for the

problems…………………………………………………………………………..…..…….
…................................…9

Chapter three

Part three attachment evaluation

4. Rationales of practical
attachment…………………………………………………………………………………………….
……........................…10

4.1 Significanc of practical

attachment…………………………………………………………………………….…………................
…..............10

4.2 Relevance of Organization

with my
study……………………………………………………………………………………........................
….............….10

4.3 Applicability of the theories and other in class on the real

World or practical work environment……………………………………………………………..…….

………....................……...........….11

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 4.4 Major problems that I faced during the
attachment……………………………………………………………….
….........................................,........ ……..11

4.5 Suggested solution and way forward for

attachment…………………………………………………………...
….......................................................….11

Chapter four

5. Conclusion and recommendation……………………………………………..

……………………………………..........……............….12

5.1
Conclusion………………………………………………………………………...............
.....................…………….12

5.2
Recommendation……………………………………………………………………………
……....………….........……13

5.3
Reference………………………………………………………………………………………………………………............
.......14

ABSTRACT
Generally, the objective of this practical attachment is to assess the. quch branch commercial
bank of Ethiopia on to performance measurement .

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To increase student’s knowledge and enable student to compare what have learnt so far in
class and what have experienced in summer practical. To produce well qualified, self-reliant,
active, change agent and real problem solver student.

In addition, the other objective is to investigate equal participation of quch branch commercial
bank with other bank to it realizes to its visions, mission and objective. Not only limited to this
but also emphasis the problems faced by student while performing summer practical
attachment. Thus, practical attachment suggests solutions and some of policy implication
toward reducing the problems based on finding.

Acknowledgement

First of all my deepest thanks goes to the Almighty God for his endless help and make me to
stay in life to this day and enables me to complete my internship. I also would like to express

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my deepest gratitude to Mr.Amsaya Gebeyehu (manager) for his enthusiastic support from the
preparation until the final discussion of this internship with frequent follow up my activities and
guide me.

I am greatly thanks for my family they had been assisted my schooling life and to give advice
how can I goes with my planning activity to finish my academic schooling in this university.

Finally I would like to acknowledge all individual and institutions that have helped me materially
and morally during the preparation of this paper.

LIST OF ACRONYMS

CBE-Commercial Bank of Ethiopia

FP- Financil Performance

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HRM-Human Resources Management

CHAPTER ONE

1. INTRODUCTION

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Part one organizational report
1.1 Back ground of the organization
The service of banking was started many years ago in Ethiopia. It dates back to the establishment of
the bank of Abyssinia in1986
After the Ethiopia victory over fascist Italy the state bank of Ethiopia established by proclamation
issued in august 1942. Although the intension was to establish issued it as fully fledged commercial
bank, a year later in 1943 it was given additional central banking function until it was splinted in
1963 commercial bank of Ethiopia and national bank of Ethiopia.
Commercial bank of Ethiopia was legally reestablished in 1963. It is the leading bank in Ethiopia
to introduce modern banking system. Commercial bank of Ethiopia is 100% government owned. It is
also leading bank in Africa within asset of 158.11billion as June of 13, 2013. The bank places a
catalytic role in economic progress in development of the country. Currently commercial bank of
Ethiopia has more than 7million account holders it is pioneer to introduce western union money
transfer service in early 1990s. In currently work is other 20money transfer agent like money gram,
Atlantic international, x-press money and so, on. It has 833 branches stretched across the country as
June of 30, 2015.
QUCH BRANCH is one of the new branch of commercial bank of Ethiopia. It has been
established in 2018. It was located moyale town near to Ethio-kenya border. Commercial bank of
Ethiopia QUCH BRANCH started working within few employees but, currently there are 26
employees as June of 2018 and 40000 customers.

In general by adopting or accepting different modern working technical commercial bank of Ethiopia in
iquch branch tries to achieve it is vision, mission and to bring desire economic development in the
country.

1.1.1 CARDINAL ISSUES (Mission, Values, vision and objective)

1.1.2Vision of the organization

 To become world class commercial bank by the year 2025.

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1.1.3Mission of the organization

 the bank committed to best realize stock holders need through enhanced financial inter
mediation in global and supporting national development superior by developing highly
motivated, skilled and disciplined employees as well as the state of the art technology.
 The bank strongly believes that winning the public confidence is the basis of it is success.

1.1.4 values of the organization

 Corporate citizenship: -The bank abides by the law of the Ethiopia and other countries
in which it do business.
 Customer Satisfaction: -The bank strives to excess in it is business and satisfy
customers.
 Quality service: - The bank committed to offer quality service to customer aspires to
brand to with quality is the mind of customer and general public.
 Innovation: -The bank encourages new ideas that can improve customer experience and
the banks experience.
 Team work: - The bank recognizes the importance of team work for the bank success
and also respects diversity of view point.
 Integrity:- The bank committed to the highest ideal honor and integrity
 Employees: -The bank recognizes the employees as valuable organizational resources.
 Public confidence: -The bank understand that the sustainability of bank business bank it
depends on its ability to maintain and build up public confidence.

1.1.5Objective of the organization

Every organization is established for their on objectives. To achieve they have to work hard
and follow up effectively.

Commercial bank of Ethiopia branch has the following objectives.

 To implement management information system

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  To maximize customer satisfaction
 To develop competence with other private banks
 To build change for all bank staffs
 To establish performance base incentives
 To deposit mobilization service
 To enhance and facilitate the development of the country
 To maximize profit of the bank by creating difference

2. Organizational Structure
Organizational structure is the most important part for office to achieve its objectives and
mission

BRANCH

SENIOR BRANCH CONTROLER CHIEF CASHIER

CUSTOMER
SERVICE MANAGER ACCOUNTANT

 How the organization is organized to achieve objectives and mission ?

All departments in this organization are related to each other. The other department can control
the activity of other. Also on their daily activities they must report to the body which controls each
department. Also they control each other to minimize the problem on job, to be fair and acceptable
by every department.

To achieve the objective and vision they obey responsibility for the job given to all
departments.The customer service officer reports the daily activity to the A/senior customer
service officer. Also pass all physical tickets done on transaction daily to the branch controller to
ensure their activity by comparing the recorded transaction on the system. A/senior customer
service reports his or her activity to the customer service manager. Customer service manager

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reports to branch manager. Branch controller passes all tickets to senior branch controller after
ensured the balance on physical counted tickets and on system became equal. Then senior branch
controller again check and report to branch manager. So finally all activity in bank is controlled by
the manager of the bank.

2.1 The extent to which the organization is realizing its

visions and missions and performance of the organization
in relation to its objectives.
The commercial bank of Ethiopia Gonder branch I'm was well organized to realize its cardinal
issues. It improves banking service from time to time and innovate new technology to give
satisfaction for customer.

Workers of the organization are accountable to their customer and good information for every
sector commercial bank of Ethiopia Gonder branch its mission and vision through giving the
above service

2.1.1Strength, weakness, opportunity and threat (SWOT) analysis of the

organization
The commercial bank of Ethiopia Gonder branch is governmental organization has its strength
and weakness side there are also have good opportunities and threats that speed up and retard the
bank over all work process respectively.

2.2Strength of the organization

 Strong corporation between management and employees
 By innovating new technology increase its profitability from time to time
 Good efficiency and ethical conduct of staffs
 The organization makes good relationship with other local banks and 50 foreign
banks
 It’s give training for its employees to improve their profession
 The bank has qualified and experienced management who done the activity of the
bank very well.

2.2.1 Weakness of the organization

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  Some workers of the bank not give service to the customer properly
 Weak information and file management of some workers
 Sometimes there is big connection problem that makes customer angry
 There is some inefficiency material like chair tables and computers for trailing
staffs
2.2.2 opportunity of the organization
 The commercial bank of Ethiopia Bahir dar branch have very large number of
customers and big market opportunity because of its found near to Merkatomarket
center
 The development of infrastructure and investment in the country play great role for
the bank.
 Steady and fast growth of population is good opportunity for increase bank
customer.
 Availability of qualified work force in the market
 Development of information technology
2.2.3 threat of the organization

If the organization follows the current organizational structure for the future may face the
following challenges.

 Volatility of currency
 Competitors share of the market (entrance of new private banks in to the market)
 Poor credit culture and know how about banking and its service within the society
 Spread of HIVAIDS and other vector disease decrease the number customer of the
bank
 Some new and revised regulation of the National bank of Ethiopia or government.
 Economic condition of the country
2.3 current problems observed that affect commercial bank of Ethiopia
injibara branch
 The primary problem regarding the historical back ground of the organization. This
problems rises due to lack of organized and return document in the organization
 Lack of superior service quality

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  High competition from aggressive expansion of private financial institution
 Wastage of resource like use telephone line for personal call repeatedly
 Inefficiency of office materials like computers ,furniture and others when compared
to the number of customers
 File management and documentation improperly among some workers.
2.4 suggested solution(measure)taken to solve or at least minimize problems

The possible solution I suggested for such problems are the following.

 It should full fill all the necessary materials which are technologically improved to
facilitate its service
 The organization should have provide a quality service for its customer to being a
good competitor in the market
 The organization appraisal system should be based on efficiency and effectiveness that
means
 Resource consumption way should be wise and manageable.
 To solve the problem a lack of data about historical back ground of the organization, I
gather some information from head office and try to document with the help of my
supervisor.

CHAPTER TWO

Part two activity report

2. Back ground of customer account and transaction service department
Customer account and transaction service department is one of the sectors of commercial bank of
Ethiopia qucg branrch. It performs its duties and responsibility by setting specific and feasible goals and
objectives which support to speed up customer satisfaction and profit maximization of the bank.

3.1Objectives and major responsibilities as well as activities of the department

or division.

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3.1.2Objective of the department
 To ensure standardization and uniformity in the customer service process.
 To smoothly implement integrated banking solutions in retail banking operation of customer
service process.
 To have single source of reference to perform.
 To determine duties and responsibilities that each employee at all level in the customer
service process.
 To provide efficient and quality service to its customer.

3.2Major duties and responsibilities of the department

1) Account opening: - there are many types of accounts those are:-

 Saving account – is interest bearing deposit opened by legal and physical persons,
organization and association.
 Demand deposit account – shall mean an interest bearing account opened only by customers
who are literate.
 Special demand account – means a non interest bearing account that is opened to full fill the
request of customer who for one not wants interest for their deposit.
 Fixed time deposits – a type of account deposit is received at certain period of time without
movement a minimum of three month and attracts higher interest rate than others.
 Earmarked account – means account opened with other description after the name of the
account holders such as club, business n and work shop account.

2) Duties related to cash

 Cash withdrawal
 Cash deposit

3) Telegram – that means send outgoing message and receive incoming message from other branch.

4) Handling foreign exchange – exchange of other currency into birr.

5 ) checker activities – means checking daily tickets which are filled and written manually, by comparing
the information and balance existing in the computer system.

3.3The responsibilities and major activities me as a member of department

As department member I also have the responsibilities of performing the activities of the department.
Based on those general activities, I perform the following specific activities as an apprentice, when I was
participating at commercial bank of Ethiopia Bahir dar branch.

 I opened account for more than 50 customers by supporting employees

 I check the name, date and signature of the customer to be filled properly.
 I participated in different writing and typing activities that help for customer service.

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  I accomplish a given work punctual and honestly by obeying the rules and regulation of the
organization.
 Protecting the office resource from damage.
 I gave different service for department and customers.
 I fill different forms by helping customers.

3.4Performance Evaluation of my activities

From the first day that I have started practical work on foreign transaction department;

 I could understand how transaction is made

 I could understand the difference between domestic and foreign transaction
 I have good communication with others at work place
 To ask necessary data I could communicate with my manager from time to time etc…

3.5 Problems encountered on the job and remedial measures

There are some problems which affect me on my activities of 45 days. Some of these problems are
from the organization and some are from customers. As organization some the problems are lack of
seats, lack of user (access) for me and others are the problem of light and network those hinder my
activities to not serve customer properly. From customers some customers don’t care about
criteria’s to be fulfilled properly rather than looking only about the service.

- Some of them don’t sign on the ticket and some signature on the ticket and on the book are
different

- No correct order of sender name which is difficult to serve customer

- Some are careless to respect the employees and rule

- Some of them bring incorrect account which the system is not read

Remedial solution I have taken

- By using the user of my friend I have done my activities with my friend

- I worked my works more time by standing for the lack of seat

- I have told to branch manager these problems to be minimized

- Through customer I have told to them to fill criteria properly

- I have told to branch manager to find solution how customers fill all criteria

3.6Problem division or department or suggested solutions

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The major problems that face the department are the following..
 There is big connection or network problem, specially the first two weeks I started my
practical attachment.
 There is inefficiency of some materials like chair, table and so on.
 Some workers have problems on their behavior and didn’t give proper service to customer.

3.7Suggested solutions for the problems

 Asking concerned body to get enough networks that help to provide proper service for
customer.
 To solve the problems of inefficiency of materials by asking additional budget for the
department and purchasing this materials and make available for the department.
 Some misbehavior that disturb working condition and improperly, must be punished
according to rules and regulation of the organization.

CHAPTER THREE

Part three attachment evaluation

4. Rationales of Practical Attachment

Rationales of the practical attachment are the practical reason to decide how to act on the
attachments some of the following listed is reason of practical attachment.

- It is for the case that the apprentice to realize the theory in class to real world through practice.

- It is for that the apprentice should compare and contrast the economic thought with practical
work

- It is that how the problem is identified and the solution is found

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- It is for that the apprentice to check the relation he/she has with others on work etc.

4.1Significance of practical attachment

Since the main objective of this practical attachment course is producing qualified, confident and
competent students, it has the following major significances.

 Benefiting students, by improving their skill and knowledge, increasing problem solving
capacity, changing attitude and for preparing graduation paper
 It will minimize training cost incurred by employers
 Benefiting university in such a way that can produce well trend man power, gathering
information for problem solving researches

4.2Relevance of organization with my study

From starting date of my practical attachment as the general with the branch and particularly with
the department there is good connection with my study in foreign remittance transaction.
Theoretically since I have studied about foreign remittance in class and in my practical study how
to make transaction of that remittance this organization is relevant with my practical study. In
other way as general as organization there is also good connection with my study that for that
foreign transaction is the department of the organization and my study is related with it that has
relation with Economics again the organization and my study has good connection.

4.3Applicability of the theories and other in class on the real world or

practical work environment
Applicability of theories in practical work environment is very interesting and important. In
economics field there are many theories that applied on real world. Some theories which are
applicable when I conduct this practical attachment are the following.

 The theories of microeconomics for showing how to maximize profit and creating customer
satisfaction
 The theories of principle accounting used to prepare workers payroll
 The theories of international trade used to show exchange of currency.
 From English point of view we can get how to write report correctly and fluently.

4.4Major problems that I faced during the attachment

I faced many problems, during I work this practical attachment the major ones are mentioned as
follow as:-.

 At the beginning time they didn’t give me full freedom to do activities independently.

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  The transportation system is very crowded, because of this it is difficult to me reach work place
on time.
 Shortage of some extra or additional working materials like chair and computers for trainers.
 Some employees are not interested for sharing their experience.

4.5Suggested solution and way forward for attachment

The problem mentioned above are solved by:-

 I was try to adapt new environment and working condition gradually by studding behavior of
department member and sharing experience among them.
 To solve transportation problem I try to wake up early
 The organization should have to buy additional materials like chair and computers that help for
training
 The organization should give the opportunity for students to participate in a given activities freely
in order to improve their knowledge and producing self-confident professionals.

4.6 Benefits gain from internship work

I gain some skills from internship skills such as

1 communication skill; there are various ways to communicate these days. But
potential employees tend to look towards your ability to speak and write
professionally. I make the best of every opportunities to demonstrate your verbal
skills and writing prowess. I engage in well written format and able to supply
thoughtful answers to likely interview questions, and my ability to comminicate
effectively by conveying information and translateing ideas among coworkers
supervisors become essential for development of my communication skill.

2, Experience work ; we all need work experience before we can be considered as

an employee able bud do not deceived. Experience work will involve me learn
more than you have ever known about work place politics and office relationship,
which bring us to our next skill.

3 Team work skill; internships are professional rules where every team members
must work together to accomplishe any tasks, during intership, i had remain

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focused on the teams goal. I also develop a patient, positive and considerate
members of your team.

4, critical thinking and problem solving skills; it refers overall problem solving
skills and your ability to evalute and analyze an issue ar a situation and then
responed effectively.

In intership practical work i demonestrated to ask questions and examine issues

from various angle, intership roles also help me to think critically to provide
creative solutions to work challenges.

CHAPTER FOUR

5. CONCLUSION AND RECOMMENDATION

5.1 Conclusion

This practical attachment contains information, include introduction, background of the

organization, cardinal issues, goals of the organization, organization’s structure, etc. It covers
background of commercial bank injibara branch. The office is standing for promoting gender
mainstreaming, women empowerment and respecting women and child right. Working toward
elimination of discrimination and violence against women and child

I observed some issues like the professional status of the staff members, punctuality of the staff
members and gender in the organization.

Generally, I gained some experience due to this practical attachment such as how to work in
cooperation with other, etc. The main problem I found,society have low information about
banking system,negative attitude of society toward the term bank and department. Lack of

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information and lack of enough time are other problems; however, I tried to do my best in order
to overcome or give related solution to those challenges.

5.2 Recommendation

While doing my practical attachment, I observe some issue in lens of my eyes. Therefore, I
would like to suggest on some issues that I observed during accomplish my practical attachment
in injibara district at commercial bank of Firstly, I would like to suggest on the effort of the
office toward promoting development of bank system study area. Banking system is the process
of treating every banking activity and is also way creating relationship with customer. It is the
development issues that recognize the involvement (participation) of both man and women in
development process.

However, the office is lag behind in order to promote growth which is the backbone of
development. This is due to lack of enough information in the organization which play a great
role in order to meet its objective. The organization needs to change this situation by looking for
bank expert which play a great role in order to promote banking system.

Finally, I would like to suggest to Commercial Bank of injibara have to work properly to
achieve their goals and also to address other problems by working in cooperation with other
organization, especially non-governmental organization.

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5.3Reference
 The annual report of the company by the march of 2019
 The interview; information from the employers of the
organization.
 The daily and weekly activities.

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