DEBRE MARKOS UNIVRSITY

BURIE CAMPUS
DEPARTMENT OF MANAGEMENT
PRACTICAL ATACHMENT REPORT ON COMMERCIAL
BANK OF ETHIOPIA BURIE ZURIEA QUCH BRANCH

BY INDIVIDIAL
Name Id No.
1. BEREKET MOLLA BEE 3214/12

ADVISOR: ALEMAYEHU A ([Link].)

July, 2023
Burie zurria Quch Ethiopia

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Contents page
ABSTRACT................................................................................................................................................1
ACKNOWLEDGEMENT...........................................................................................................................2
LIST OF ACRONYMS...............................................................................................................................3
CHAPTER ONE..........................................................................................................................................5
1. INTRODUCTION...............................................................................................................................5
1.1 Back ground of the organization........................................................................................................5
1.2 CARDINAL ISSUES (Mission, Values, vision and objective)..........................................................6
1.2.1Vision of the organization............................................................................................................6
1.2.2. Mission of the organization.......................................................................................................6
1.2.3. Values of the organization.........................................................................................................6
1.3. Objective of the organization............................................................................................................7
1.4. Organizational Structure...................................................................................................................7
1.5. The extent to which the organization is realizing its visions and missions and performance of the
organization in relation to its objectives..................................................................................................8
1.6 Strength, weakness, opportunity and threat (SWOT) analysis of the organization............................8
1.6.1. Strength of the organization.......................................................................................................8
1.6.2. Weakness of the organization..................................................................................................9
1.6.3. Opportunity of the organization.................................................................................................9
1.6.4. Threat of the organization..........................................................................................................9
1.7. Current problems observed that affect commercial bank of Ethiopia Burie branch..........................9
1.8. Suggested solution (measure)taken to solve or at least minimize problems....................................10
CHAPTER TWO.......................................................................................................................................11
PART TWO ACTIVITY REPORT...........................................................................................................11
2.1. Back ground of customer account and transaction service department...........................................11
2.2. Objectives and major responsibilities as well as activities of the department or division...............11
2.2.1 Objective of the department......................................................................................................11
2.2.2. Major duties and responsibilities of the department.................................................................11
2.3. The responsibilities and major activities me as a member of department.......................................12
2.4. Performance Evaluation of my activities........................................................................................12

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 2.5 Problems encountered on the job and remedial measures................................................................12
2.6. Problem division or department or suggested solutions..................................................................13
2.7. Suggested solutions for the problems.............................................................................................13
CHAPTER THREE...................................................................................................................................14
PART THREE ATTACHMENT EVALUATION....................................................................................14
3. RATIONALES OF PRACTICAL ATTACHMENT.............................................................................14
3.1. Significance of practical attachment...............................................................................................14
3.2. Relevance of organization with my study.......................................................................................14
3.3. Applicability of the theories and other in class on the real world or practical work environment...15
3.4. Major problems that we faced during the attachment.....................................................................15
3.5. Suggested solution and way forward for attachment.......................................................................15
3.6 Benefits gain from internship work.................................................................................................16
CHAPTER FOUR.....................................................................................................................................17
4. CONCLUSION AND RECOMMENDATION.....................................................................................17
4.1 Conclusion.......................................................................................................................................17
4.2 Recommendation.............................................................................................................................17
[Link].........................................................................................................................................18

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ABSTRACT
Generally, the objective of this practical attachment is to assess the Quch branch commercial
bank of Ethiopia on to performance measurement .To increase student’s knowledge and enable
student to compare what have learnt so far in class and what have experienced in 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 practical attachment. Thus,
practical attachment suggests solutions and some of policy implication toward reducing the
problems based on finding.

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ACKNOWLEDGEMENT

First of all my deepest thanks goes to the Almighty God for his endless help and make we to
stay in life to this day and enables we to complete our internship. we also would like to express
our deepest gratitude to our advisor Mr. Alemayehu Abere and [Link] Enigda(manager)for
her/his enthusiastic support from the preparation until the final discussion of this internship with
frequent follow up our activities and guide our.
We are greatly thanks for our family they had been assisted our schooling life and to give advice
how can we goes with our planning activity to finish our academic schooling in this university.
Finally we would like to acknowledge all individual and institutions that have helped we
materially and morally during the preparation of this paper.

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LIST OF ACRONYMS
CBE-Commercial Bank of Ethiopia
FP- Financil Performance
HRM-Human Resources Management

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 CHAPTER ONE
1. INTRODUCTION
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 1 trilion, in 2023. 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 20
money 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.
BURIE ZURIA QUCH BRANCH is one of the new branch of commercial bank of Ethiopia.
It has been established in may 2012. It was located Quch town. Commercial bank of Ethiopia
QUCH BRANCH started working within few employees but, currently there are 18
employees as may of 2012 and 4000 customers.
In general by adopting or accepting different modern working technical commercial bank of
Ethiopia in Quch branch tries to achieve it is vision, mission and to bring desire economic
development in the country.

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

1.2.1Vision of the organization

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

1.2.2. Mission 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.

1.2.3. 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.

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 1.3. Objective of the organization
Every organization is established for their own objectives. To achieve they have to work hard
and follow up effectively.
Commercial bank of Ethiopia middle Burie branch has the following objectives.
 To implement management information system
 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

1.4. Organizational Structure

Organizational structure is the most important part for office to achieve its objectives and
mission
BRANCH/ manager

SENIOR BRANCH CONTROLER CHIEF CASHIER

CUSTOMER
SERVICE MANAGER ACCOUNTANT

Customer

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

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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 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.

1.5. 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 Burie branch we are 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 Burie branch its mission and
vision through giving the above service

1.6 Strength, weakness, opportunity and threat (SWOT) analysis of the organization
The commercial bank of Ethiopia Burie 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.

1.6.1. Strength 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

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  The bank has qualified and experienced management who done the activity of the
bank very well.

1.6.2. Weakness of the organization

 LSome 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

1.6.3. Opportunity of the organization

 The commercial bank of Ethiopia Burie branch have very large number of customers
and big market opportunity because of its found near to industrial park,E.C.X etc
 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

1.6.4. 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

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1.7. Current problems observed that affect commercial bank of Ethiopia Burie
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
 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.

1.8. Suggested solution (measure)taken to solve or at least minimize problems

The possible solution we 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,
we gather some information from head office and try to document with the help of
our supervisor.

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CHAPTER TWO
PART TWO ACTIVITY REPORT
2.1. 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 Burie 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.

2.2. Objectives and major responsibilities as well as activities of the department or

division.

2.2.1 Objective 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.

2.2.2. Major 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.

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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.

2.3. The responsibilities and major activities me as a member of department

As department member we also have the responsibilities of performing the activities of the department.
Based on those general activities, we perform the following specific activities as an apprentice, when we
were participating at commercial bank of Ethiopia Burie branch.
 We opened account for more than 50 customers by supporting employees
 We check the name, date and signature of the customer to be filled properly.
 We participated in different writing and typing activities that help for customer service.
 We accomplish a given work punctual and honestly by obeying the rules and regulation of the
organization.
 We protecting the office resource from damage.
 We gave different service for department and customers.
 We fill different forms by helping customers.

2.4. Performance Evaluation of my activities

From the first day that we started practical work on foreign transaction department;
 we could understand how transaction is made
 we could understand the difference between domestic and foreign transaction
 we have good communication with others at work place
 To ask necessary data we could communicate with our manager from time to time etc…

2.5 Problems encountered on the job and remedial measures

There are some problems which affect we on our activities of 60 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 our and others are the problem of light and network those hinder our 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

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- 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 we 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

2.6. Problem division or department or suggested solutions

The major problems that face the department are the following..
 There is big connection or network problem, specially the first two weeks we started our
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.

2.7. Suggested 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.

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CHAPTER THREE
PART THREE ATTACHMENT EVALUATION
3. 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
- It is for that the apprentice to check the relation we with others on work etc.

3.1. Significance 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

3.2. Relevance of organization with my study

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

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3.3. Applicability 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 we 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.

3.4. Major problems that we faced during the attachment

we faced many problems, during our work this practical attachment the major ones are mentioned
as follow as:-.
 At the beginning time they didn’t give we full freedom to do activities independently.
 The transportation system is very crowded, because of this it is difficult to our 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.

3.5. Suggested solution and way forward for attachment

The problem mentioned above are solved by:-
 we 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 we 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.

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3.6 Benefits gain from internship work
We gain some skills from internship skills such as
[Link] skill; there are various ways to communicate these days. But potential emplo
yee stend to look to wards your ability to speak and write professionally. We make the best of ev
ery opportunities to demonstrate your verbal skills and writing [Link] engage in well writte
n format and able to supply though tful answers to likely interview questions,and our ability to c
ommunicate effectively byconveying information and translateing ideas among coworkers super
visors become essential for development of my communication skill.

[Link] work; we all needwork experience before we can be considered as an employee a

ble bud donot deceived. Experience work will involve our learn more than you have ever known
about work place politics and office relation ship, which bring us to our next skill.
3. Team work skill; internships are professional rules where every team membersmust work tog
ether to accomplish eany tasks, during inter ship,we had remain focused on the teams goal. We a
lso develop a patient, positive and considerate member of your team.
4. critical thinking and problem solving skills; we trefers over all problem
solving skills and your ability to evaluate and analyze an issue a situation and then respond effect
ively.
In inter ship practical work we demonstrated to ask questions and examine issues from various a
ngle, intership roles also help our to think critically to provide creative
solutions to work challenges.

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CHAPTER FOUR
4. CONCLUSION AND RECOMMENDATION
4.1 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 Burie branch. We observed some issues like the professional
status of the staff members, punctuality of the staff members and gender in the organization.
Generally, we gained some experience due to this practical attachment such as how to work in
cooperation with other, etc. The main problem we found, society have low information about
banking system, negative attitude of society toward the term bank and department. Lack of
information and lack of enough time are other problems; however, we tried to do our best in
order to overcome or give related solution to those challenges.

4.2 Recommendation
While doing our practical attachment, we observe some issue in lens of our eyes. Therefore, we
would like to suggest on some issues that we observed during accomplish our practical
attachment in Quch district at commercial bank of Firstly, we 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, we would like to suggest to Commercial Bank of Quch 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. REFERENCE
 The annual report of the company by march of 2022
 The interview; information from the employers of the organization.
 The daily and weekly activities.

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