Practical attachment report

HRAMAYA UNIVERSITY COLLAGE OF

BUSINESS AND ECONOMICS
DEPARTMENT OF ECONOMICS
PRACTICAL ATTACHMENT REPORT

PREPARED BY TADILA MERSHA

ID NO 1269/12

HARAMAYA, ETHIOPIA

July 2022

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ABSTRACT
Generally, the objective of this practical attachment is to assess the performance of commercial
bank of Ethiopia Tikel Dengay branch. The extent to which commercial Bank of Ethiopia Tikel
Dengay branch is realizing its vision and mission and performance of the organization in relation
to its objectives. CBE Tikel dengay branch which I was conducted is also one branch that is
involving so many activities for so many customers especially for Tikel dengay community , all
commercial bank customers and for the others banks.CBE at Tikel dengay branch has, 23
workers among them, 14 males and 9 females.There are about nine (9) departments in CBE in
Tikel dengay distinct branch,.Customer service officer department is one of the sectors of
commercial bank of Ethiopia Tikel Dengay branch, which I was participate as amember and I
also responsibility of performing the activities of the department such as, I opned accounts for
the customers, I fill different forms by helping customers, I participated in different writing and
typing activities that help for customer service . And also I saw some related economics concept
like,principle of marketing, customer behavior. The organization has some problems. Human
resource problem, Network problem, light problem are some of the problems faced the
organization.finally I suggest the organization there are only town and city peoples that use the
banks. So CBE should have to start giving service in country side through wireless networks.

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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 my
deepest gratitude to Mr. Alehgn A. (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.

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PART ONE

1. Organization Report
1.1 Background of the organization
Commercial Bank of Ethiopia is the leading bank in the country which was established in 1942.
From its establishment up to now CBE plays great role in the economic development and
progress of the country.it has more than 1280 branches stretched across the country. It is pioneer
to introduce modern banking to the country. CBE is the leading African bank with assets of
565.5 Billion birr as on june-30th 2022.It is the first bank in Ethiopia to introduce the service like
Automated Teller Motion (ATM) for the local users. Tikel Dengay district has government
institution such ;health bureau,school bureau,bank(CBE),civil service bureau, technical and
vocational education bureau and, agricultural bureau and other private institution like Micro
finance, .It is suitable for agricultural production like Teff, Nug, maize,wheat, cereals and barley
, etc. The total population of Tikel dengay district was about 32500 according to data population
of 2007 among them urbans are 10500 and rurals are 22000. Tikel Dengay district far from
Addis Ababa 743km, and 23km from Gondar city.

CBE Tikel dengay branch which I was conducted is also one branch that is involving so many
activities for so many customers especially for Tikel dengay community, all commercial bank
customers and for the others banks.CBE at Tikel dengay branch has, 23 workers among them, 14
males and 9 females

Generally, among from the government and private institution I conducted my summery
attachment on CBE at T/dengay branch:

The commercial bank of Ethiopia (CBE) Tiekl Dengay branch was located on Centeral Gondar
district that was founds in the Amhara regional state in Centeral Gondar zone Lay Armachiho
woreda. And the bank was established March5 in 2005.

During the year of establishment the CBE Tikel Dengay branch started by eight employees,
including the branch manager, now the branch has more than 23 employees.

1.2 Cardinal Issues (mission, values, vision and objectives)

1.2.1 Mission
It gives highly quality demanded driven competence based education through training, research
and consulting services in business and related discipline. Also they are committed to best realize
stock holders needs through enhanced financial intermedaition globally and supporting national

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development priority by deploying highly motivated, skilled and discipline employees as well as
state of the art technology. They strongly believe that winning the public confidence is the basis
of their success.

Also CBE’s mission is to contribute and improve the life quality of the CBE’s employees
through a strong dynamic and dependable union capable of assuming the rights and privileges of
the members to the best interest of the bank.

1.2.2 Values
 Customer satisfaction
 Quality service
 Corporate citizenship
 Innovation
 Teamwork
 Public confidence
 Integrity

1.2.3 Vision
To be dynamic, well equipped, worldwide known and recognized center of excellence in
competence based training, research and consultancy services in business and related disciplines.
Also to become a world class commercial bank by the year of 2025.

1.2.4 Objectives
 Protect the interest of the bank against any harmful cause, internal and external.
 Protect the employees against unfair exploitation of labor and improper utilization of
effort and skills.
 Support the members during the time of financial distress and unlawful eviction or
dismissal from job.
 Develop the customer satisfaction & employee’s satisfaction.
 Increase awareness on right and duties of employees in line with existing national laws,
international labor conventions and human resource principles.
 Promote to establish and enhance network communication with local and international
unions and federations.
 Create and promote partnership linkage with similar unions operating in the banking and
insurance industry and others.

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1.3 Organizational structure

There are about nine (9) departments in CBE in Tikel dengay distinct branch. As there number
they all have their own duties and responsibilities. All departments are connected to each other.
So they all are working different works for one goal. They are listed below

 Customer service officer

 Senior customer officer
 Chief cashier
 Accountants
 Customer service manager
 Branch controller
 Senior branch controller
 Manager
 Foreign transaction
 The way of 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. Let we see to how they control each other.

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 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 controllers again
check and report to branch manager. So finally all activity in bank is controlled by the manager
of the bank.

1.4 The extent to which the organization is realizing its

vision, mission and performance of the organization
To realize the vision, mission and objective of the organization all departments should have to
obey their responsibility which given to them identically. They should have to take care on the
activity given to them. All employers should have to be honesty to join their mission and
objectives. The department controllers as well as manager have to be control the daily activities
of every worker continuously. Additionally the organization should have to be;

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 Deliver of efficient service as per the standard set.

 Efficient and accurate handling of operational duties.
 Proper utilization of resources
 Proper customer handling
 Timely reporting to the concerned organ
 Appropriate utilization of human resource and material resources and the like are those
realize the vision, mission and objective of the organization.

1.5. The organization service to give the customer

CBE used T24 software application by using this application doing four core banking activities.
Those are deposit, withdraw, ATM, mobile banking and CBE birr. CBE gives different services
and products to its customers through T24 software application.

1.5.1. Deposit Products and Services:-The Bank provides different deposit products and
services that enable customers to save money and store valuable property.

1.5. 2. Credit Products and Services:-CBE provides credit for working capital and
expansion and facilitation of local and international trading activities. It also provides short,
medium and long term loans. These types of loans granted for working capital and/or project
finance to be repaid within a specific period of time. The Bank extends Short-Term, Medium-
Term and Long-Term loans.

 Short-Term Loan is granted up to a maximum period of three years. With interest rate
14.5.
 Medium-Term Loan has a maturity period longer than three years, but not exceeding a
maximum period of seven years. With interest rate 15.5.
 Long-Term Loan has a maturity period longer than seven years, but not exceeding a
maximum period of fifteen years. With interest rate 16.5.

1.5.3. Interest Free Banking :- Sharia-compliant finance or Interest Free Banking Service
is an alternative banking service that operates based on the principles of Sharia which prohibits
at the core the receipt and payment of interest as well as working in areas forbidden by the
religion of Islam.

CBE offers the following Interest Free Banking Services Deposit and Investment, Financing,
Guarantee,Trade Service, Money Transfer (Hawallah and Foreign currency exchange.

1.5.4. Electronic Payment Services: - CBE provides different banking services via
electronic channels. CBE Birr's , Transfer Money, Cash Out, Buy Airtime, Buy Goods, Pay
Bill, Check Balance, And others.

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Digital Banking
The Digital Banking is banking done through the digital platform, doing away with all the
paperwork like cheques, pay-in slips, Demand Drafts, and so on. It means availability of all
banking activities online. Digital Banking gives you the luxury of freely accessing and
performing all traditional banking activities without having to personally go to a bank branch to
get your work done. Digital Banking can be done either through a laptop, tablet or your mobile
phone.

1.6. Strength, Weakness, Opportunity and Threat

(SWOT) analysis of the organization
1.6.1 Strength;
 They are able to respond very quickly as they have no need for higher management
approval
 They are able to give really good customer care
 Their lead consultant has strong reputation in the market
 They can change direction quickly if they find that their market is not working well
 They have low overheads, so they can offer good value to customers
 They have good team work and collaboration

1.6.2 Weakness:
 Their company has little market presence or reputation
 They have small staff with the shallow skills base in many areas
 They are poor to vital staff being sick and leave
 Their cash flow will be not reliable in the most case of town area

1.6.3 Opportunity;
 Their business sector is expanding with many future opportunities for success
 Local government wants to encourage local business
 Their competitors may be slow the adopt new technologies
 There is no privet bank for our market sharing
 There is Large number of unbanked society

1.6.4 Threats
 Development in technology may change this market beyond their ability to adopt
 Small change in the focus of a large competitor might wipe out any market position.

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Part Two: Activity Report

2. Objectives and major responsibilities as well as

activities of the department or division.
The CBE Tikel Dengay branch employees are performing their activities effectively and
honestly.Customer service officer department is one of the sectors of commercial bank of
Ethiopia Tikel Dengay branch. 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.

2.1Major responsibility and activity 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 person s,
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 t o 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 customer service
 Opening account
 Pay cash& receive cash
3. Telegram – that means send outgoing message and receive incoming message fro m other
branch.

2.2 Objective of the department.

 To ensure standardization and uniformity in the customer service process.
 To smoothly implement integrated banking solutions in 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 customers.

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2.3 The 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 Tikel Dengay branch.

 I opened account for around 10 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.
 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.

2.4 Performance Evaluation of my activities

From the first day that I have started practical work on Customer service department;

 I could understand how to deliver bank service to customers.

 I could understand the different type of communications in the organization at all.
 I have good communication with others at work place.
 I understand each paper form of the bank such as, Withdrawal form, deposit form, CBE
form, mobile banking form, ATM.
 To ask necessary data I could communicate with my manager from time to time etc.

2.5 Problem of the organization

The major problems that face the department are the following.

From the foundation of CBE at Tikel dengay branch it has vision, mission and objective it may
also faces the problems which faces the organization. Currently there are also many problems
which affect the organization to do not work efficiently and effectively.

 There is a big internet connection problem or network problem.

 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
 The problem of electric light and shock which hinders the quality of computer
 The network problems which hinder the service giving of the organization.
 The human resource problem which are not enough to serve the customers as they
want

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 Economically there is also problem with the increment of exchange rate of dollar to birr
which decrease the buying value of birr

2.6 Suggested solution and measures to be taken to solve and

minimize the problems
 Plant the satellite as the whole for the bank to avoid the problem of network
 Use the generator to minimize the problem of electric light
 Use the offsite ATM service for the customers who need it to minimize the problem
faced the organization with the human resource.
 To minimize the problem of human resource the organization found the training center
for new employees. Depending on this the org. do these;
 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

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Part three

3. Attachment Evaluation
3.1 Relevance 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 service. Theoretically since I have
studied about service in micro Economics in class and in my practical study how to give good
service for the customer of that 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 service
is the department of the organization and my study is related with it that has relation with micro
economics department again the organization and my study has good connection.

3.2 Applicability of the theories and others in real world or

practical work
In my practical study in CBE in Tikel dengay branch there are many points that I have learned in
class and directly or indirectly related with practical work that I observed. Let us see some of the
theories applied in the work place.

 Principle of marketing used to identifying customers need and want.

 Consumer behavior used to know customers behavior.
 Civic and ethical education used to respect bank rules and regulations .
Example: punctuality

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Part Four

4. Conclusion and Recommendation

4.1 Summary and Conclusion
From its establishment CBE at Tikel dengay branch has been the known bank in Ethiopia. It has
strong corresponding relationship with other branches.CBE this branch was introduced Western
Union money transfer services in .Currently it is working with many money transfer agents like
Money Gram x-press Money, Bole International, Dihabshil and others.

As branch CBE in Tikel dengay branch has about nine (9) departments. They have their own
objective and responsibility as well as activities in the organization. Branch Controller, Customer
Service Provider, Accountant, Manager and others are department or division of the
organization. All departments work identically for one goal to realize their vision of 2025.

Customer service is one of the departments of the organization in CBE of Tikel dengay branch. I
am one of the workers of the organization on this department. I have the objective and
responsibilities to serve the customers properly within the working time.

Currently as the branch the organization has some problems. Human resource problem, Network
problem, light problem are some of the problems faced the organization. To solve these problems
using the generator when the light is lost, plant a satellite to recover the problem of network and
build the employer training center are some of the remedial solutions.

The practical attachment is done by apprentice for the case of that the apprentice should compare
and contrast the theories and in class with the real world. And it relate with some economic
theory such as, customer service, customer behavior, marketing, etc.

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4.2 Recommendation
As an Economics student to more compete with others banks the size advantage may causes the
problem of management. As the company opens the branches at many different places it also
increase the cost of labor and other materials. But the quality of service is greater than the size.
So to minimize cost and maximize profit the company should have to decrease the size.

Still now there are many account holders in and above 1500 branches CBE .Since banks are
giving the saving service the organization should have to encourage and teach the society about
saving. Also there are only town and city peoples that use the banks. So CBE should have to start
giving service in country side through wireless networks like e video.

Related with the branch in Tikel dengay branch there is the problem with electric power which
affects the quality of service giving for the customers. Instead of using a generator when the light
is lost the government as the general and the company in particular should have to solve this
problem.

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5. REFERENCE.
 The website of the organization; www.combank.et,http//www.CBE
servlet/PROD/Browser Servlet/.
 The interview; information from the employers of the organization.
 The daily and weekly activities.
 Some oral information from employees
 Information from written documents of organization
 Direct information from the supervisor of the organization

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