DILLA

UNIVERSITY

COLLEGE OF BUSINESS AND ECONOMICS

DEPARTMENT OF MANAGEMENT

THE REPORT OF SUMMER INTERNSHIP PRACTICAL ATTACHMENT

UNDERTAKEN AT METTU BRANCH OF DASHEN BANK.

ADVISOR: MANAGER ;GETANEH H/YESUS

PREPARED BY : FITSUM WELDEBIRHAN GEBREKIROS

ID NO: 3763/20

DILLA, ETHIOPIA
DECLARATION

I hereby declare that all information in this document has been obtained and presented in
accordance with academic rules and ethical conduct.I olso declare this,as required by these rules
and conduct ,I have fully written this report based on truth and cited all activities and duties that I
undertook while on practical attachmen internship. Therefore I declare that this material is
original.

Signature......................................................Date................................

AKNOWLEDGEMENT

This practical attachment internship report would not have been successful without cooperation
and support of a number of people who enabled me to gain much more than what the practical
aspect of the attachment could have given.
First and foremost,I would like to thank the Almight God for the charitable time and
strength,aptitude and persistence for magnificently completing my practical attachment and this
report.I could have done nothing if it was not for his willpower.

Secondly,I appreciate the management Dashen Bank of Mettu Branch for giving me the chance
to work with their esteemed institution for my practical attachment session.

Thirdly,I would like to acknowledge the Bank managers limited fraternity for guiding me and
supporting me to gain experience in several fields and making the working environment
conducive and friendly.

Lastly,I would like to thank all staff of Dashen bank mettu branch their commitment to support
me is appreciated. As well as my loving family for their financial,knowledge and moral support
throughout my practical attachment internship period.I would like to thank everyone who took
even the slightest part in my internship practice success and may them the Lord bless them
abundantly.

EXICUTIVE SUMMARY

This internship aims at providing different area services of Dashen bank.The report has been
Divided into five parts.The first chapter is Introduction about my report;Second chapter deals
With Background and strategic aspirations of the organization;the third chapter contains
Products and services of dashen bank; the fourth chapter was about my job responsibilities at
The organization,what I learnt and evaluation of the process. Lastly,the fifth chapter is the
Recommendation and conclusion part.I was assigned my self to pursue internship on Dashen
Bank at mettu branch &employees help me to complete the report by providing various
information. From them I learn too much practical activity. This internship report is mainly
focused on know how, this means what we have learned in class theoretically knowing (working)
practically, knowing like the form of ATM, mobile banking and the process to open all of them
by system and also knowing how cash deposit and cash withdrawals. Dashen Bank is one of the
most popular private banks which are found in almost overall regions of the country and it
consists of many employees and customers.
 TABLE OF CONTENT

DECLARATION.................................................................................................

AKNOWLEDGEMENT.......................................................................................

EXICUTIVE SUMMARY...................................................................................

TABLE OF CONTENTS...................................................................................

LIST OF TABLES..............................................................................................

LIST OF ACRONYMS/ABBREVIATIONS......................................................

CHAPTER ONE..............................................................................................

1.0 INTRODUCTION: ORGANIZATIONAL REPORT.........................................

1.1 OBJECTIVES OF THE PRACTICAL ATTACHMENT.................................

1.2 DESCRIPTION OF LOCATION OF THE ORGANIZATION....................................

1.3 HISTORY OF THE ORGANIZATION.......................................................................

1.3.1 MISSION OF THE ORGANIZATION...................................................................

1.3.2 VISION OF THE ORGANIZATION........................................................................

1.3.3 CORE VALUES OF THE ORGANIZATION............................................................

1.4 MAIN FUNCTION OF THE PERSONNEL DEVISION METTU

BRANCH..........................

CHAPTER TWO...............................................................................................................

2.1 MAIN PRODUCTS AND SERVICES IN DASHEN BANK METTU BRANCH.................

CHAPTER THREE............................................................................................................
3.1 ACTIVITIES CARRIED OUT DURING PRACTICAL ATTACHMENT.........................

3.2 WEEKLY REPORT......................................................................................................

CHAPTER FOUR..............................................................................................................

4.1 SUMMARY OF THE SKILLS GAINED........................................................................

4.2 CHALLENGES ENCOUNTERED BY STUDENT.........................................................

4.3 HOW THE CHALLENGES WERE OVERCOME...........................................................

CHAPTER FIVE .................................................................................................................

5.1 CONCLUSION..............................................................................................................

5.1.1 STRENGTHS OF DASHEN BANK IN METTU BRANCH..................................................

5.1.2 WEAKNESSES OF DASHEN BANK IN METTU BRANCH...........................................

5.2 RECOMMENDATION.............................................................................................................

REFERENCE.................................................................................................................................
APENDICIES................................................................................................................................

LIST OF TABLES

Table 1shows the personnel division of Dashen Bank,Mettu branch..................................

Table 2 shows the activities carried out during practical attachment..................................

LIST OF ACRONMYS/ABBREVIATION

AMT- Automated Teller Machine

CPO- Cash Payment Operation

HR- Human Resource

ICT- Information Communication Technology

MR- Miscellaneous Receipt

DB –Dashen Bank

Pc- Personal Computer

PVs- Payment vouchers

CHAPTER ONE

1. BACKGROUND O F THE ORGANIZATION

1.1. Background of Dashen Bank
The new economic policy introduced in November, 1991 caused the culmination of the
command economic heralding the establishment of a market oriented one. This policy change
created an opportunity and a conducive environment for the emergence of private financial
institutions aimed at the bringing a meaningful economic role in the development efforts of the
country.

Dashen Bank was established as per the intent of the new policy and the Ethiopian investment
code. It came into existence on September 20,1995 according to the commercial code of
Ethiopia, 1960, and the licensing and supervision of banking business proclamation No. 84/1994.

The first founding members were 11 businessmen and professional that agreed to combine their
financial resources and expertise to form this new private bank. Dashen Bank was founded by
eleven visionary shareholders and veteran bankers with initial capital of Birr 14.9 million in
September 1995. Upon securing license from the National Bank of Ethiopia, Dashen opened its
doors for service on the 1st of January 1996 with eleven fully-fledged branches.

The rationale behind its name, “Dashen Bank”

“Ras Dashen” is the highest mountain of Ethiopia. It is also the habitat of rare wild animals; the
Wali Ibex, the Gelada Baboon, and the Lammergeyer – the beautiful bone breaker eagle. These
unique characteristics of the mountain coincided with the interest of the founders of the Bank
and prompted them to adopt this great name and epitomize their aspiration. Rightly, reaching the
top of banking business in dynamic and competitive business environment symbolized the
highest peak, while the unique and efficient services the bank caters for the public through state -
of-the-art computer technology and carefully selected and trained man-power equated with the
rare wild animals. Today, indeed, reliability, efficiency and modernity are the hallmark and the
bank’s distinguishing features which make them synonymous with Dashen Bank as much as the
rare animals are synonymous with Ras-Dashen Mountain.

The Business Purpose of the Bank

The business purpose of the banks as enshrined in its basic documents is to render commercial
banking activities both at the domestic and international spheres.Now,the Bank's Branches
reached more than 616(six hundreds sixthen) branch.
 1.2. BACKGROUND OF THE BRANCH Dashen Bank
of Mettu branch is one of the branches of Dashen bank and it is in a town in south west
Ethiopia located in the Ilubabor zone. This town is 600Km far away from the center of Addis
Ababa.Dashen Bank Mettu branch is olso one of the Branch of Dashen Bank that was opened
in june,2006 E.C VISION OF THE ORGANIZATION
" TO BE BEST-IN-CLASS BANK IN AFRICA "

MISSION OF THE ORGANIZATON

To Provide Efficient Customers-Centric Banking Service Using The Expertise Of Inspired
Professionals And Cutting-Edge Technology,While Creating Sustainable Value For Our
Stakeholders

CORE VALUES OF THE ORGANIZATION

 Customers centricity; we strive to always act in the best interest of customers seek to
exceed their expectations

 Diversity;we respect every individual and value their knowledge, culture and experience

 Professionalism;we continually develop ourselves ensuring that we deliver our service

with knowledge and passion

 Teamwork;we work together to achieve results through collaboration

 Integrity; being trustworthy, doing the right things, delivering on our promises daily

 Social responsibility;we act as responsible corporate citizens by contributing to the

economic, social and sustainable environmental development of the communities in
which operate

Table 1 shows the main function of personnel division in Dashen Bank,Mettu

Branch
Profession Available Profession Available

M F
Manager 1 0
Deputy manager 1 0
Office Makers 2 2
Checker 0 1
Cashier 0 1
Auditor 1 0
Cleaner 0 1
Guardian Manager 1 0
Guardians 7 1

CHAPTER TWO
2.1 MAIN PRODUCTS AND SERVICES IN DASHEN BANK METTU BRANCH
Dashen Bank Mettu branch is providing the following major service.Namely:

Conventional Banking
o Deposit
 Saving Deposit
 Current / Demand Deposit
 Fixed Time Deposit
 Other Special Deposit
o Loan
 Consumer Loan
 Business Loan

o International Trade & Services
 Import
 Export
 Remittance
o Guarantee
 Local Guarantee (One time and Facility)
 International [Foreign] Guarantee

Sharik interest free banking

o Deposit
 Wadi’ah Saving Account
 Qard Current Account
 Mudarabah Saving Account
 Mudarabah Investment Account
 Other Special Deposit

o International Trade & Services
 Import
 Export
 Remittance
o Kafalah
 International [Foreign] Kafalah
 Local Kafalah (One time and Facility)

o Financing
 Murabaha Financing – Working Capital
 Murabaha Financing – Investment
 Qard Pre-shipment Export Financing

Digital Banking

Amole mobile/internet banking;

Card Banking

POS services
ATM services
CARD services

Diaspora Banking
o Deposit
 Saving Deposit
 Current / Demand Deposit
 Fixed Time Deposit
 Other Special Deposit
 o Loan
 Consumer Loan
 Business Loan

o International Trade & Services
 Import
 Export
 Remittance
o Guarantee
 Local Guarantee (One time and Facility)
International [Foreign] Guarantee

MAIN CUSTOMERS OF DASHEN BANK METTU BRANCH

Most of local communities

Small business owners

Small, medium and long term credit customers

Individuals who are engaged in different revenue bearing activities

Merchants ,farmers, different professionals students etc.

CHAPTER THREE

3. ACTIVITY REPORT
3.1. How I was get into the company

On August 22,2015 E.C , I submitted the authorized letter to the management Dashen Bank
Mettu branch which is the nearest to my village in accordance with the orientation we received
from our academic advisor. Then after reading the letter they allowed me to work with them.One
days later I could join the organization members and undertaking the internship activities in the
bank and we continue working the tasks assigned for us according to our schedule for four
weeks.

The Section I was Working In

Customer service officers
They also known as bank tellers, and are responsible for accurately processing routine
transactions at a bank. This transactions may include processing deposits, collecting loan
payments or cashing cheques.

Customer service officers of the bank may also advise the customers on how to use the bank's
facilities

Objectives of the Department

To ensure standardization and uniformity in the customer service process

To smoothly implement integrated banking solutions in retail operations of customers services

process.

To determine duties and responsibilities that each employees at all levels in the customer service
process.

To provide efficient and quality services for its customers.

Major Duties and Responsibilities of the Department

1. Account opening; There are many types of accounts those are;

Saving account; this account is interest bearing deposits opened by legal and physical persons,
organizations and associations.

Demand deposit account

Special demand account

Fixed time deposits account

2. Duties related to cash

Cash withdrawals

Cash deposits
Work Flows In The Department
Processing Deposits

Accepting cash deposit, money orders and cheques that customers want to deposit in their
account or the accounts of business , family members and friends.

Processing Withdrawals

Customer service officers can process withdrawals for customers who want to take money out of
their account. They may give the customers their requested withdrawals in cash or as a cheques.

Cashing Cheques

The bank customes service officers process the cheques and give the customer the corresponding
cash amount.

Providing change

People with banking customer service jobs can also change money for customers

They may exchange small coins for larger notes for easier handling.

Collecting loan payments

It is the process of collecting loan payments from customers who pay installments in person.

Exchanging currencies

Opening and closing accounts

Balancing cash in the register.

Tasks and pieces of tasks which I have been working

My Internship was established in career of management.

These are same of major activities I did during one month of the internship with the employees:

As a departmens member I have the responsibility of performing activities of the department .

Based on those general activities I was performing the following specific activities as an
apprentice when I was practicing in Dashen Bank Mettu branch.

I check the name, date and signature of the customer to be filled properly.

I participate in different writings and typing that helps for customers services, as well as I did
opening books and collection activities with staff.

I accomplish the given tasks punctually,patiently and honestly by obeying the rules and
regulations of the organization.

Protecting the office resources from damage.

Tracking tickets withdrawals of cash, cash deposits and hand money.

I was filling different forms by helping customers.

*PVs-payment vouchers

*cash books

*MR's

How I Was Good In Performing Tasks Or Performance Evaluation Of My

Activities
During my summer internship I had good attitudes toward my professional training making a
good relationship with the manager, the staff members including my supervisor. I am very
satisfied with their welcoming, the responsiveness to work in group and cooperatively with all
staff members and my supervisor is appreciable in that he discussed about any thing which
related to the organization at current time and give a solution to solve the problems.

I have good communication with other at work place. To ask neccessary data I could
communicate with my manager from time to time etc
 Weekly Report
Activities carried out during summer internship period.

Table 2 shows the activities carried out during internship period

Weeks Activities

First week Preparetion of payment vouchers

Second week Doing writings,clearing account and collection

Third week Collection of resources from stackeholders

Fourth week opening of books for customers

Challenges I faced while I was performing the tasks

The bank has its own set of rules and procedures , so the bank protocol is the problem I
encountered.

The hours, the working days and the new living condition clearly made socializing more difficult
the before.

The internship was challenged by the environmental condition that means rain,mud and lack of
access for quality food during field opening activities.

How the challenges were overcome

The challenge is also managed through one-to-one assistance, using umbrella, comfortable shoes
as well as take away meals, etc,

The challenge is also managed by getting used and making it part of academic path,because it
was required to be done and it changed the intent person thinking and perception towards the
world of work.
The problem of transportation was managed through the allowances from the organization to
meet the delegated work without failure.

4. CHAPTER FOUR
4.1. INTERNSHIP EVALUATION
Skills Gained During the Internship

I have gained the network of the relationships and feature of social life within bank and the
knowledge tied up and shared in these relationships.

I have learnt about related jobs in the same field,which could give me more ideas about what
kind of a career I might go into.

During practical attachment internship I have seen first-hand what happens in a typical day on
the job.

I have olso gained the ablity to work together with other people in value creation.

Knowledge and skills gained during the course of my internship forms the bedrock of future
career development.The strategies learnt in the keying in,issuing protocol polices and the entire
activities will go a long way ensuring my application of the knowledge and skills in any entity
and undertaking that I find my self into.Therefore I am confident in applying the knowledge I
have learnt in the bank that give me an opportunity to offer my services in my career.

*The profile ofskills gained;I have learnt how;

*To use organization and planning skills

*To have the outstanding people skills and communication skills

*To apply mature personality and can work with minimal supervision

*Important team work in work place

*To work in all situation be it under minimal supervision or under pressure.

*Office practice and management skills which where gained through a duty and responsiblity of
being left in office to manage everthing that was required to be done,organizing daily attendance
books,organizing office arranging office equipments,weekly report writing and buying and
making use of newspaper.

*Time management skills and ethical works.

*ICT skills.This was acquired through daily use of computers either typing minutes, printing,
photocopying, typing my internship report and using network typologies in office hence ICT
knowledge and skills was gained.

*planning skiills

*During the internship ,I was acquired the knowledge and skills in report and writing minutes.

Applicability of theories in practical work environments is very interesting and important.

In management field there are many theories that applied on real world .some theories which are
applicable when I conduct this internship are the following.

Theories of marketing the role of advertising to increase sales volume, and cost minimization.

Theories of microeconomics I understood profit maximization and customer satisfaction.

Theories of principle of accounting, how to prepare balance sheet and payrolls.

Psychology; interaction and living with coworkers

Civcs and ethical education

Tolerance

Responsibilities

Accountability

Honest, punctuality

Communication skills
Effective bank communications strengthens the relationship between customers suppliers,
stakeholders,managers, clients, employees and board of directors. Barker's experience on
banking communication enhances banking systems , employees behavior and core banking
services facilities management.

Leadership skills

Leadership is key for modern banks to keep ahead of the challenges of business transformation
and change. Thes include keeping up with new entrants ,motivating, initiating and influencing
performance of organizational employees.

Team playing skills

Self awareness

honesty

Collaborative sprit

Good communication

Responsibilities and reliability

Empathy, humility and positive attitude

5. CHAPTER FIVE

5.1.CONCLUSION AND RECOMMENDATIONS

5.1.1. CONCLUSION
At first the internship period was not enjoyable since I had to familiarize with both workmates
and the working environment.As time went by it turned out to be very fruitful.

Based on my stay at Dashen Bank of Mettu Branch,I have come to realize that the professional
world out there is very diverse.Indeed the internship period has enabled me to acquire a variety
of skills and competencies and I appreciate.Facing different challenges during my internship, my
services was olso good as I could translate the knowledge accumulated in class to real world
situation and successfully solve all the problems I encountered.

Strengths

The bank staff as well as employees are keeping their hours strictly and are treating a customer
in a wonderful manner throughout the weak,due to this the number of customers is rapedily
increasing from time to time.

*Good start support community

*Availability of strategic plan of bank

*Existence of commitment among top management and workers towards change.

*Respecting the law of the organization

*They respect each other and olso give the priority for their work

*It's give training for its employees to improve the profession.

*It gives excellence service for its customer which most ofits customer get satisfaction in proper
manner.

*Presence of better work relationship and team spirit among workers

*Good efficiency and ethical conduct of staffs

Weaknesses

Due to the large number of customers of the bank,the employees are unable to accommodate
their customers quickly which is indicates that the have a shortage of employees.

* shortage of skilled human resource

*There is some inefficiency material like chair tables and computers for trailing staffs

Opportunities
  Can extend service in rural areas

 Internet Based Banking Service

 Using large ATM network

 Use of advance technology for better service

 Can set new service quality for better service

Threats

 No of competitors is very high i.e. increasing no of banks and banking Services

 Changing economical conditions

 Customers have so many choices in terms of investment

5.1.2. RECOMMENDATIONS

In this practical attachement internship after I gathered information and other relevant
documents, I may recommend the mettu branch Dashen Bank authority that:
1. At present Dashen bank perform business activities by one branches but they should open
more branches in order to reach to more customers specifically in rural areas.

2. Account opening procedure is too much critical so, opening in the field work should be
encouraged.
3. Dashen bank mettu branch should be increase number of ATM, improve its services and
have technitian to maintain ATM booths more efficiently during damage.

4. More marketing and promotional campaign should be conducted to popularize the banking
activities i,e. Some advertisement and promotional activities can be accomplished on banking
Customer Service.
5. Branches should listen carefully to their customer ’s problem and take immediate action.
Dashen bank mettu branch has a strong brand image so they should maintain this image.

Reference
 www.Dashen bank.com

 Dashen bank Mettu branch document

 Managers of Dashen Bank Mettu branch

 Employee and workers (staff) of Mettu branch Dashen Bank