WALLAGAUNI

VERSI
TY

Col
legeofEngi
neer
ingandTechnol
ogy

Depar
tmentofI
nfor
mat
ionSci
ence

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ga

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.1405373

I
NTERNSHI
PREPORTONCOMMERCI
ALBANKOFETHI
OPI
AEBANTUBRANCH

WRI
TTENBY,
GAROMAMERGA

FACULTYOFI
NFORMATI
CS

SEPTEMBER10/
2024
 Appr
oval
oft
heI
nter
nshi
pRepor
t

I
,her
ebydecl
aret
hatt
hisI
nter
nshi
pRepor
tissubmi
tt
edt
othepar
ti
al

f
ulf
il
lmentoft
hei
nter
nshi
ppr
ogr
am dur
ingt
hel
astt
womont
h.Anypar
tof

t
hisr
epor
thasnotbeenr
epor
tedorcopi
edf
rom anyr
epor
toft
heuni
ver
sit
y

andot
her
s.

Thi
swor
khasbeensubmi
tt
edwi
tht
heappr
oval
of:

CompanySuper
visorMr
.Tesf
aye

TABLECONTENT
Acnowl
edgment
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.5

PARTONE:
ORGANAZATI
ONBACKGROUND.
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6

1.
1Backgr
oundofCBE.
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6

1.
2Mi
ssi
on,
Val
ues,
Visi
onandObj
ect
ivesofCBE.
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7

1.
2.1Mi
ssi
on.
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7

1.
2.2Val
ues:
-thef
oll
owi
ngar
eval
uesoft
hebank.
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8

1.
2.3Vi
sionandObj
ect
ivesofCBE.
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.9

1.
3TheGov
ernanceandor
gani
zat
ional
str
uct
ureofCBE.
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9

1.
4Act
ionTakenbyt
heBankt
oreal
i
zei
tsVi
sions&Mi
ssi
onandtPer
for
manceoft
hebanki
n

r
elat
iont
oit
sobj
ect
ives.
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.10

1.
5St
rengt
h,Weakness,
Oppor
tuni
tyandTr
eat(
SWOT)Anal
ysi
soft
heCBE.
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10

1.
6Chal
l
enges&Pr
obl
emsofCBE.
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.12
PARTTWO:
ACTI
VITYREPORT.
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13

2.
1Backgr
oundoft
hedepar
tment
/di
vi
sionwher
eIwor
king.
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14

2.
2Obj
ect
ivesandmaj
orr
esponsi
bil
i
tiesaswel
lasact
ivi
ti
esoft
hedepar
tmentordi
vi
sion……15

2.
2.1Obj
ect
iveoft
hedepar
tment
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.16

2.
3obj
ect
iveandmaj
orr
esponsi
bil
i
tiesaswel
lasact
ivi
ti
esoft
hedepar
tment/
div
isi
on.
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17

2.
4Ther
esponsi
bil
i
tiesandmaj
oract
ivi
ti
esmeamemberofdepar
tment
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.18

2.
5per
for
manceofev
aluat
ionofmyact
ivi
ty………………………………………………….
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19

2.
6Chal
l
engesandPr
obl
emsencount
eredont
hej
obandr
emedi
almeasur
es.
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.19

2.
7Pr
obl
em ofdi
vi
sionordepar
tmentandsuggest
edsol
uti
ons.
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.20

PARTTHREE:
ATTACHMENTEVALUATI
ON.
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21

3.
1Si
gni
fi
canceofPr
act
ical
Att
achment
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22

3.
2Rel
evanceofPr
act
ical
Att
achmentt
omyst
udi
es.
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.22

3.
3Appl
i
cabi
l
ityoft
heor
iesandot
her
sincl
assonPr
act
ical
Wor
k…………………………….
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.22

3.
4Maj
orChal
l
engesandPr
obl
emsdur
ingPr
act
ical
Att
achment
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22

PARTFOUR:
CONCLUSI
ONANDRECOMMENDATI
ON.
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23

4.
1Summar
yoft
heAt
tachment
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.23

4.
2Concl
usi
on.
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.23

4.
3Recommendat
ion.
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.23

5.Ref
erences.
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23

ACKNOWLEDGEMENT

Fi
rst
,Iwoul
dli
ket
othankt
heUni
ver
sit
yforpr
ovi
dingmewi
thanoppor
tuni
tyt
ocomeupwi
th

ani
nter
nshi
poppor
tuni
tyt
hathasr
esul
tedi
nwi
deni
ngmyknowl
edgegr
eat
ly.

Simil
arl
y,Iof
fermysincer
estgr
atit
udet omanagerofcommerci
albankofEthiopi
aEbantu
branch,
whoseencouragement;supervi
sionandsuppor
tfr
om t
hestart
ingtotheenddateduri
ng
theenti
remyinter
nshipperi
odenabledmet odevel
opadeeperunder
standi
ngoft hesubj
ect
andnat
ureoft
hebanki
ngi
ndust
ry.

PARTONE:ORGANI
ZATI
ONALREPORT

1.
1.Backgr
oundoft
heCommer
cialBankofEt
hiopi
a
Commer
cial
BankofEt
hiopi
awasest
abl
i
shedi
n1942andi
twasl
egal
l
yest
abl
i
shedasashar
e

companyi
n1963.I
n1974,
CBEmer
gedwi
tht
hepr
ivat
elyownedAddi
sAbabaBank.Si
ncet
hen

i
thaspl
ayi
ngsi
gni
fi
cantr
olesi
nthedev
elopmentoft
hecount
ry.I
thasmor
ethan1,
616

br
anchesst
ret
chedacr
osst
hecount
ryandhasopenedf
ourbr
anchesi
nSout
hSudan.Cur
rent
ly

CBEhasmor
ethan25mi
l
li
onaccounthol
der
sandt
henumberofmobi
l
ebanki
ngandi
nter
net

banki
ngsubscr
iber
’sr
eachedmor
ethan1.
1mi
l
li
on.Si
mil
arl
ythenumberofcar
dhol
der
shas

r
eached2.
8mi
l
li
onasofJune30t
h2016.

I
thaspi
oneert
oint
roducemoder
nbanki
ngt
othecount
ryandt
hef
ir
stbankt
oint
roduce

Aut
omat
icTel
l
erMachi
ne(
ATM)ser
vicesf
orl
ocal
user
s.CBEal
soi
spi
oneert
oint
roduce

West
ernUni
onMoneyTr
ansf
erser
vicesear
ly1990’
sandcur
rent
lywor
kingwi
thot
her20money

t
ransf
eragent
sli
keXpr
essMoney
,MoneyGr
am Dehabi
shi
l
,et
c.Thebankhasst
rong

r
elat
ionshi
pwi
th50r
enownedf
orei
gnbanksandhasaSWI
FTbi
l
ater
alar
rangementwi
thmor
e

t
han700ot
herbanksacr
osst
hewor
ld.

Cur
rent
lyCBEhasmer
gedwi
thconst
ruct
ionandBusi
nessbankandi
ncr
easedi
tsmar
ketsi
ze

andcapi
tal
.

1.
2Mi
ssi
on,
Val
ues,
Visi
onandObj
ect
ivesoft
heCommer
cialBankofEt
hiopi
a

1.
2.1Mi
ssi
on
Thebankhi
ghl
ycommi
tt
edt
obestr
eal
i
zest
akehol
der
sval
uest
hroughenhancedf
inanci
al

i
nter
medi
ati
ongl
obal
l
yownedandsuppor
ti
ngnat
ional
dev
elopmentpr
ior
it
ies,
bydev
elopi
ng

hi
ghl
ymot
ivat
ed,
ski
l
ledanddi
sci
pli
nedempl
oyeesaswel
lasst
ateoft
hear
ttechnol
ogy
.

West
rongl
ybel
i
evet
hatwi
nni
ngpubl
i
cconf
idencei
sthebasi
sofoursuccess.

1.
2.2Val
ues

t
hef
oll
owi
ngar
eval
uesoft
hebank:
-

i
.Int
egr
it
y

-
wear
ecommi
tt
edt
othehi
ghesti
deal
sofhonorandi
ntegr
it
y

-
west
ri
vet
oacti
nanhonestandt
rust
wor
thymanner

-
wef
ir
mlyadher
etoet
hical
pri
nci
ples

i
i
.Cust
omerSat
isf
act
ion

-
west
ri
vet
oexcel
ourbusi
nessandsat
isf
yourcust
omer
s

-
wear
ecommi
tt
edt
oof
fert
hehi
ghestqual
i
tyser
vicet
oourcust
omer
sandaspi
ret
obe

br
andedwi
thqual
i
tyi
nthemi
ndsofourcust
omer
sandt
hegener
alpubl
i
c

i
i
i.Empl
oyeesat
isf
act
ion

-
wear
ecommi
tt
edt
oempl
oyeet
rai
ningandpr
ofessi
onal
growt
h

-
wedi
sti
ngui
shourempl
oyeesasv
aluabl
eor
gani
zat
ional
resour
ces

-
wer
ecogni
zeourempl
oyeesf
ort
hei
rachi
evement
s

i
v.Lear
ningor
gani
zat
ion

-
wear
ecommi
tt
edt
oant
ici
pat
eandr
espondt
oint
ernal
andext
ernal
changest
hrough
const
anti
mpr
ovementandadapt
ati
on

-
west
ri
vet
oest
abl
i
shacul
tur
ethatnur
tur
esi
ndi
vi
dual
andgr
oupl
ear
ning

v
.Teamwor
kandcol
labor
ati
on

-
wer
ecogni
zet
hei
mpor
tanceoft
eamwor
kforoursuccess

-
wesuppor
toneanot
herandwor
kco-
oper
ati
vel
y

v
i.Publ
ict
rust

-
weunder
standt
hatt
hesust
ainabi
l
ityofourbusi
nessdependsonourabi
l
ityt
omai
ntai
n

andbui
l
duppubl
i
cconf
idence

v
ii
.Val
uef
ormoney

-
weuser
esour
cescar
eful
l
ytosav
eexpense,
timeoref
for
t

-
wedel
i
vert
hesamel
evel
ofser
vicef
orl
esscost
,ti
meoref
for
t

-
wedel
i
verabet
terser
viceorget
ti
ngabet
terr
etur
nfort
hesameamountofexpense,

t
imeoref
for
t

v
ii
i.Decent
ral
izat
ion

-
wear
ecommi
tt
edt
odel
egat
eoper
ati
onsanddeci
sion-
maki
ngr
esponsi
bil
i
ties

i
x.Cor
por
ateci
ti
zenshi
p
-
wev
aluet
hei
mpor
tanceofourr
olei
nnat
ional
dev
elopmentendeav
ors

-
weabi
debyt
hel
awsofEt
hiopi
aandot
hercount
ri
esi
nwhi
chwedobusi
ness

-
wecar
eaboutt
hewel
far
eoft
hesoci
etyandt
heenv
ironment

1.
2.3Vi
sionandObj
ect
ivesofCBE

Thev
isi
onoft
hebanki
stobecomeaWor
ld-
ClassBankbyt
hey
ear2025.

Obj
ect
ivesofCBEar
e:-

Tocont
ri
but
etot
hegener
aleconomi
cdev
elopmentef
for
tsofnat
ion

Enhancegr
owi
ngmar
ketshar
e

Expandi
ngt
hebank’
scapi
tal
base

Ensur
ingexcel
l
encei
ncust
omerser
vices

Pr
ovi
dedi
ff
erent
iat
ed,
var
iedandv
alueaddedbanki
ngser
vices,

Maxi
mizi
ngpr
ofi
tabi
l
ityt
hroughi
ncr
easedef
fi
ciency

I
ncr
easi
ngempl
oyeesat
isf
act
ionanddev
elopi
ngt
hei
rski
l
l

1.
3TheGov
ernanceandor
gani
zat
ional
str
uct
ureofCBE

Al
ldepar
tment
sint
hisor
gani
zat
ionar
erel
atedt
oeachot
her
.Theot
herdepar
tmentcancont
rol

t
heact
ivi
tyofot
her
.Al
soont
hei
rdai
l
yact
ivi
ti
est
heymustr
epor
ttot
hebodywhi
chcont
rol
s

eachdepar
tment
.Al
sot
heycont
rol
eachot
hert
omi
nimi
zet
hepr
obl
em onj
ob,
tobef
airand

accept
abl
ebyev
erydepar
tment
.Toachi
evet
heobj
ect
iveandv
isi
ont
heyobeyr
esponsi
bil
i
tyf
or

t
hej
obgi
vent
oal
ldepar
tment
s.
1.
4Acti
onTakenbytheBankt
oreal
izei
tsVi
sions&Mi
ssi
onandt
hePer
for
manceoft
hebank
i
nrel
ati
ont
oitsobj
ecti
ves

Cur
rent
ly,
commer
cial
bankofEt
hiopi
agoesv
ari
ousst
epst
oreal
i
zei
tsgoal
sandobj
ect
ives.

Ithasbeenopeni
ngvar
iousbr
anchesacrosst
hecount
ryandl
aunchi
ngv
ari
ouspr
oduct
s&
servi
cestomeetthedy
namicneedsofthesoci
ety
.

CBEi
mpl
ement
edv
ari
ousact
ionst
omoder
nizeandi
ncr
easequal
i
tyofser
vicesuchasI
T

i
nfr
ast
ruct
ure,
thecar
dbanki
ngsy
stem,
int
egr
atedBanki
ngSol
uti
on(
Cor
eBanki
ng)
,int
ernet

andmobi
l
ebanki
ng.I
thasbeeni
nst
all
i
ngATM cashdi
spenser
s&ot
here-
banki
ngsy
stems

acr
osst
hecount
ryandpr
ovi
dingVi
sa-
brandedcar
dpay
mentser
vice.

Event
houghthenumberofmobile&int
ernetbanki
ngusersar
efewcomparedwithtot
al
popul
ati
onofthecountr
y,t
hebankhasbeentakingvar
iousmeasur
est
oincreasethenumberof
mobil
eandint
ernetbanki
nguser
s.

Thebankt
rai
nsi
tsempl
oyeei
nor
dert
oimpr
ovequal
i
tyofser
vicedel
i
ver
ance,
todev
elopt
hei
r

ski
l
landt
ocr
eat
eawar
enessont
hepol
i
cyandobj
ect
ivesoft
hebank.

Acorpor
atehumanr
esour
cedev
elopmentst
rat
egyhadbeendev
elopedandi
mpl
ement
edsuch
as:
-

Compet
encygapanal
ysi
s,t
rai
ningneedassessmentconduct
ed;

Compet
encydi
rect
oryandat
rai
ningcur
ri
cul
um dev
eloped;

Agr
eementsi
gnedwi
thi
nter
nat
ional
andconsul
tancyf
ir
msandhi
ghereducat
ion

i
nst
it
uti
onsl
i
keFr
ankf
urtbusi
ness&Managementuni
ver
sit
ytopr
ovi
det
he

dev
elopment
alt
rai
ningoncont
inuousbasi
s;

Lar
gedev
elopment
alandt
echni
cal
trai
ningspr
ogr
amsar
epr
ovi
ded;

Successi
onpl
anni
ngandcar
eerManagementsy
stem dev
eloped;

Per
for
manceManagementSy
stem (
PMS)dev
elopedandi
mpl
ement
ed

I
naddi
ti
ont
othatCBEopenedi
tsownl
i
brar
yatAddi
sAbabat
odev
elopi
tsempl
oyee

knowl
edgeandski
l
l.

Thebankest
abl
i
shesr
eli
abl
einf
ormat
ionsy
stem anddat
abasef
orcust
omer
pr
ofi
l
esandot
herr
elev
anti
nfor
mat
ioncent
ral
l
yst
oredandaccessed.

CBEhasbeenusi ngvari
ousmeasur
est
oincr
easei
tsdeposi
tamount
,cust
omerbaseand
for
eignexchangeear
nings.

Someoft
hemeasur
est
akenbyt
hebankar
e:-

I
tcr
eat
esi
ntensi
veawar
enesst
hroughoutt
hecount
ryt
obr
ingnon-
bankedsoci
etyt
obank

andt
omobi
l
izer
esour
ces.

I
tusespr
izel
i
nkedsav
ingpr
omot
ion

Hi
gheri
nter
estr
atef
ort
arget
edsoci
eti
essuchasWomen,
Yout
hteenandst
udentt
han

or
dinar
ysav
ingi
nter
estr
ate.

I
ntensi
vepr
omot
ionbyusi
ngv
ari
ouschannel
ssuchasTV,
Radi
o,Br
owser
s,et
c…about

t
hepr
oduct
s&ser
vicesoft
hebank.

1.
5St
rengt
h,Weakness,
Oppor
tuni
tyandTr
eat(
SWOT)Anal
ysi
soft
heCBE

Li
keanyf
inanci
alor
gani
zat
ionsCommer
cial
bankofEt
hiopi
acanal
sobeaf
fect
edbychangi
ng

env
ironment
.Ther
efor
e,i
tisnecessar
ytoknowSWOTanal
ysi
soft
hebank.I
tpr
ovi
desa

st
rat
egi
cSWOTanal
ysi
soft
hebankbusi
nessandoper
ati
ons.

Thef
oll
owi
ngar
esomeoft
heSWOTanal
ysi
sofCBE:
-

St
rengt
hofCBE-

Secur
eandr
eli
abl
eser
vicest
ail
oredt
omeetcust
omer
s’needs;

I
tgi
vespr
ior
it
ytopubl
i
cint
erest;

Ov
er60,
000commi
tt
ed,
ski
l
ledandexper
iencedempl
oyees
 St
rongmanagement
-i
tcanhel
pCBEr
eachi
tspot
ent
ial
byut
il
izi
ngst
rengt
hsand

el
i
minat
ingweakness;

Decent
ral
i
zedwor
kingenv
ironment

I
nnov
ati
veCul
tur
e:i
thel
psCBEt
opr
oduceuni
quepr
oduct
sandser
vicest
hat

meett
hei
rcust
omer
sneed;

Si
zeadv
ant
ages:
itl
ower
sCBE’
sri
sk’
s,t
hel
argerCBEget
s,t
hemor
eresour
ces

t
heyhav
etopur
suenewmar
ket
sanddef
endt
hemsel
ves;

Economi
esofScal
e:i
tist
hecostadv
ant
agest
hatCBEobt
ainsduet
osi
ze,
the

gr
eat
ert
hev
olume,
thegr
eat
ert
headv
ant
ages;

Technol
ogy
:super
iort
echnol
ogyal
l
owsCBEt
obet
termeett
heneedsoft
hei
r

cust
omer
’si
nway
sthatcompet
it
orscan’
timi
tat
e;

Cust
omerl
oyal
ty

Weakness:-

compet
it
ivemar
ket

i
nvest
menti
nresear
ch&dev
elopment

l
owsal
arycompar
edwi
thmanypr
ivat
ebank

pr
esenceofof
fl
inebr
anches

Oppor
tuni
ti
es:
-

i
ncomel
evel
isataconst
anti
ncr
ease

Popul
ati
ongr
owt
h
 Newpr
oduct
sandSer
vices:
-

gr
owi
ngeconomy

NewTechnol
ogy

Vi
siont
obecomeWor
ldCl
assCommer
cial
Banki
n2025

Thr
eat
s:-

i
ncr
easei
nlaborcost
s

gr
owi
ngcompet
it
ion

ext
ernal
busi
nessr
isks

1.
6Chal
lenges&Pr
obl
emsofCBE

Li
keanyf
inanci
alor
gani
zat
ions,
CBEhasf
acesv
ari
ouschal
l
engesi
nit
sdayt
oact
ivi
ti
esandi
n

i
tsst
rat
egi
cact
ion.

Thef
oll
owi
ngar
eamongt
hepr
obl
emst
hatf
acesCBEatcur
rentt
ime

1.I
nfl
ati
on:-Si
ncer
ecentt
imesi
nfl
ati
onhasbecomet
hemai
ngl
obal
anddomest
iceconomi
c

chal
l
enge.Bef
oret
he2008gl
obal
financi
alcr
isi
sther
ewasal
soi
nfl
ati
onandast
heeconomi
es

ofAsi
ancount
ri
esl
i
keChi
naandI
ndi
agr
ewataf
ast
err
atet
hedemandsf
orr
awmat
eri
alsr
ose,

andi
twasmai
nlycausedbyi
nter
nat
ional
demandhi
kes.Butaf
tert
hecr
isi
smanydev
eloped

count
ri
esf
oll
owedt
hepol
i
cyoff
inanci
aleasi
ngandr
eleasedt
hei
rcur
renci
esi
ntot
hegl
obal

economy.Andi
ncreasei
nthemoneysuppl
yhascr
eat
edamassi
vegl
obal
inf
lat
ionandt
hati
s
fel
ther
einEthi
opi
a.

ForCBEt
hehi
ghr
ateofi
nfl
ati
onhasser
iousi
mpl
i
cat
ion.Si
ncei
tgi
vesl
oansataf
ixedr
ateof
i
nter
estasi
nfl
ati
onr
isest
hei
rpr
ofi
tmar
ginwi
l
lbedi
mini
shed.Andasf
oral
ongper
iodoft
ime

t
her
ateofi
nfl
ati
oni
shi
ghert
hant
hedeposi
tsav
ingi
nter
estr
ate,
thedeposi
tor
swi
l
lbel
ess

mot
ivat
edt
odeposi
tthei
rmoneyi
nabank.

2.Lowi
nfr
ast
ruct
urei
nthecount
ry:-absenceofbasi
cinf
rast
ruct
urei
nthecount
ryhi
nder
s

t
hebanknott
opr
ovi
demoder
nbanki
ngser
vicest
othesoci
ety
.

Thefol
lowi
ngar
esomeofchal
l
engesofCBEr
elat
edwi
thpoori
nfr
ast
ruct
ural
faci
l
ityoft
he
count
ry:
-

Lowt
elecommuni
cat
ioni
nfr
ast
ruct
ure-
absenceofmoder
ntel
ecommuni
cat
ion

i
nfr
ast
ruct
ureespeci
all
yinper
ipher
alpar
toft
hecount
ryhi
nder
sthebankt
o

Pr
ovi
demoder
nbankser
vicest
othesoci
ety
.Inaddi
ti
ont
othatf
requentf
ail
ureof

net
wor
kcr
eat
escust
omerdi
ssat
isf
act
ionoft
hebank.Ev
ent
houghCBEi
ntr
oducessome

moder
nbanki
ngser
vicel
i
keATM,
Visacar
ds,
mobi
l
eandi
nter
netbanki
ngi
ncapi
tal
cit
y

andi
nsomer
egi
onal
cit
ies,
maj
ori
tyoft
hesoci
etymi
ssedt
oenj
oywi
tht
het
echnol
ogi
cal

adv
ancementwhi
chhasbeenent
ert
ainedel
sewher
einAf
ri
caandt
her
estoft
hewor
ld

duet
otheabsenceofi
nfr
ast
ruct
ural
faci
l
iti
es.

Lackofr
oad’
scr
eat
esr
ural
soci
etynott
ousebank

Fr
equentEl
ect
ri
cpowerFai
l
ure

3.Lackofawar
enessont
hebankpr
oduct
sandser
vicesbyt
hesoci
ety
-ev
ent
hought
he

numberofcust
omer
sthatusedbankincr
easedperi
odical
l
y,maj
ori
tyoft
hesoci
etyofour
count
ryhasnoawar
enessonbankproductsandser
vices.

4.Compet
it
ionf
rom ot
herBank:
-ther
ear
emanyot
herbankt
hatcompet
ewi
thCBE.

Theyal
way
spr
ovi
denewpr
oduct
sandser
vicet
othei
rcust
omer
sandt
hei
rser
viceexcel
l
ence

i
ncr
easesf
rom t
imet
oti
me.I
naddi
ti
ont
othatpr
ivat
ebankspr
ovi
decr
edi
tser
vicet
opr
ivat
e

sect
orandCBEgi
vespr
ior
it
ytopr
ovi
decr
edi
tser
vicet
ogov
ernment&sect
orst
hathav
eimpact
onnat
ional
economi
cdev
elopment
.

AsCBEpl
annedt
obecomewor
ldcl
assbanki
n2025i
tappl
yvar
iousappr
oachest
osol
veor

mi
nimi
zei
tspr
obl
em &chal
l
engei
nor
dert
oachi
evei
tsgoal
s.I
tpr
ovi
desf
inanci
alsuppor
tto

gov
ernmenti
nor
dert
omi
nimi
zepoori
nfr
ast
ruct
ural
faci
l
ityl
i
ket
elecommuni
cat
ionandel
ect
ri
c

powersuppl
y.

CBEal
sousedv
ari
ousmet
hodst
ocr
eat
eawar
enessandt
oincr
easei
tscust
omerbase.I
tused

Doort
odoor
,br
owser
,var
iousTV,
andRadi
ochannel
s,di
scussi
onwi
thst
akehol
der
sandot
her

met
hodst
ocr
eat
eawar
enessonbankpr
oduct
sandser
vicest
othesoci
ety
.

CBEal
soi
ntr
oducesnewandmoder
ntechnol
ogyt
oit
scust
omerper
iodi
cal
l
y.Theuser
sof

modernbanki
ngser
vicesi
ncr
easi
ngfrom t
imet
oti
meandt
henumberofbr
anchesopened
acr
ossthecount
ryr
eachedmorethan1616now.

Today,morethaneverbef
ore,
CBEaggressi
vel
yexpandedit
spresencei
nalldi
recti
onsoft
he
count
ry.Despi
tethefl
ouri
shi
ngofot
herpriv
atecommercial
banksinthecount
ry,CBEhas

r
emai
nedpot
entandi
sint
hel
eadi
nter
msofasset
s,deposi
ts,
capi
tal
,andcust
omer
’sbase.

PARTTWO:ACTI
VITYREPORT

2.
1Backgr
oundoft
hedepar
tment
/di
vi
sionwher
eIwor
king

Thecommer
cial
bankofEt
hiopi
a(CBE)andabetbr
anchwasl
ocat
edonsout
hgonderbahi
rdar

di
str
ictt
hatwasf
oundsi
ntheamhar
aregi
onal
stat
einEastWol
l
egazoneEbant
uwor
eda.And

t
hebankwasest
abi
l
isheddur
ingt
hey
ear2010.

Dur
ingt
hey
earofest
abi
l
ishmentt
heCBEEbant
ubr
anchst
art
edbyei
ght
(8)empl
oyees,

i
ncl
udi
ngt
hebr
anchmanager
,nowt
hebr
anchhasmor
ethan15empl
oyees.
TheCBEEbant
ubr
anchempl
oyeesar
eper
for
mingt
hei
ract
ivi
ti
esef
fect
ivel
yandhonest
ly.

Cust
omerser
viceof
fi
cerdepar
tmenti
soneoft
hesect
orsofcommer
cial
bankofEt
hiopi
a

Ebant
ubr
anch.

I
tper
for
msi t
sduti
esandresponsi
bil
i
tybysetti
ngspeci
ficandf
easi
blegoal
sandobjecti
ves
whi
chsupportt
ospeedupcustomersati
sfact
ionandprofi
tMaxi
mizati
onofthebank.

2.
2Obj
ect
ivesandmaj
orr
esponsi
bil
i
tiesaswel
lasact
ivi
ti
esoft
hedepar
tmentordi
vi
sion.

2.
2.1Obj
ect
iveoft
hedepar
tment.

●Toensur
est
andar
dizat
ionanduni
for
mit
yint
hecust
omerser
vicepr
ocess.

●Tosmoot
hlyi
mpl
ementi
ntegr
atedbanki
ngsol
uti
onsi
ncust
omerser
vicepr
ocess.

●Tohav
esi
ngl
esour
ceofr
efer
encet
oper
for
m.

●Todet
ermi
nedut
iesandr
esponsi
bil
i
tiest
hateachempl
oyeeatal
ll
evel
int
he

cust
omerser
vicepr
ocess.

●Topr
ovi
deef
fi
cientandqual
i
tyser
vicet
oit
scust
omer
s.

2.
3obj
ect
iveandmaj
orr
esponsi
bil
it
iesaswel
lasact
ivi
ti
esoft
hedepar
tment/
div
isi
on

1)Accountopeni
ng:-t
her
ear
emanyt
ypesofaccount
sthosear
e:-

●Sav
ingaccount–i
sint
erestbear
ingdeposi
topenedbyl
egal
andphy
sical
per
sons,

or
gani
zat
ionandassoci
ati
on.

●Demanddeposi
taccount–shal
lmeanani
nter
estbear
ingaccountopenedonl
y

bycust
omer
swhoar
eli
ter
ate.

●Speci
aldemandaccount–meansanoni
nter
estbear
ingaccountt
hati
sopenedt
oful
lfi
l
l

t
her
equestofcust
omerwhof
oronenotwant
sint
erestf
ort
hei
rdeposi
t.

●Fi
xedt
imedeposi
ts–at
ypeofaccountdeposi
tisr
ecei
vedatcer
tai
nper
iodoft
ime
wi
thoutmov
ementami
nimum oft
hreemont
handat
tract
shi
gheri
nter
estr
atet
hanot
her
s.

●Ear
mar
kedaccount–meansaccountopenedwi
thot
herdescr
ipt
ionaf
tert
henameoft
he

accounthol
der
ssuchascl
ub,
busi
nessnandwor
kshopaccount
.

2)Dut
iesr
elat
edt
ocust
omerser
vice

•
Openi
ngaccount

•
Paycash&r
ecei
vecash

3)Tel
egr
am –t
hatmeanssendout
goi
ngmessageandr
ecei
vei
ncomi
ngmessagef
rom ot
her

br
anch.

2.
4Ther
esponsi
bil
it
iesandmaj
oract
ivi
ti
esmeasamemberofdepar
tment

Asdepar
tmentmemberIal
sohav
ether
esponsi
bil
i
tiesofper
for
mingt
heact
ivi
ti
esoft
he

depar
tment
.Basedont
hosegener
alact
ivi
ti
es,
Iper
for
mthef
oll
owi
ngspeci
fi
cact
ivi
ti
esasan

appr
ent
ice,
whenIwaspar
ti
cipat
ingatcommer
cial
BankofEt
hiopi
ashant
obr
anch.

●Iopenedaccountf
ormor
ethan15cust
omer
sbysuppor
ti
ngempl
oyees

●Icheckt
hename,
dat
eandsi
gnat
ureoft
hecust
omert
obef
il
ledpr
oper
ly.

●Ipar
ti
cipat
edi
ndi
ff
erentwr
it
ingandt
ypi
ngact
ivi
ti
est
hathel
pforcust
omer

Ser
vice.

●Iaccompl
i
shagi
venwor
kpunct
ual
andhonest
lybyobey
ingt
her
ulesandr
egul
ati
onof

t
heor
gani
zat
ion.

●pr
otect
ingt
heof
fi
cer
esour
cef
rom damage.

●Igav
edi
ff
erentser
vicef
ordepar
tmentandcust
omer
s.

●If
il
ldi
ff
erentf
ormsbyhel
pingcust
omer
s.
2.
5Per
for
manceEv
aluat
ionofmyact
ivi
ti
es

Fr
om t
hef
ir
stdayt
hatIhav
est
art
edpr
act
ical
wor
konCust
omerser
vicedepar
tment
;

●Icoul
dunder
standhowt
odel
i
verbankser
vicet
ocust
omer
s.

●Icoul
dunder
standt
hedi
ff
erentt
ypeofcommuni
cat
ionsi
ntheor
gani
zat
ionatal
l
.

●Ihav
egoodcommuni
cat
ionwi
thot
her
satwor
kpl
ace.

●Toasknecessar
ydat
aIcoul
dcommuni
cat
ewi
thmymanagerf
rom t
imet
oti
meet
c…

2.
6Chal
lengesandPr
obl
emsencount
eredont
hej
obandr
emedi
almeasur
es

AsIam newf
ort
hej
obIhav
efacedv
ari
ouschal
l
engesdur
ingt
hepr
act
ical
wor
k.Someoft
he

pr
obl
emst
hatencount
eredmedur
ingt
hepr
act
ical
wor
kti
mear
esummar
izedbel
ow:
-

i
.Lowknowl
edgeaboutt
heof
fi
cemanneroft
hebank:
-att
hebegi
nni
ngt
imeoft
he

pr
act
ical
wor
kIhav
eal
i
ttl
eknowl
edgeoft
hemanneroft
hebankl
i
kewear
ing&

wor
kingt
ime.

i
i
.Lowknowl
edgeaboutt
hewor
kfl
ow/
processoft
hebank

i
i
i.Lowknowl
edgeaboutt
hef
unct
ionofof
fi
cemat
eri
als/
equi
pment

i
v.Lowknowl
edgeaboutt
her
ules&di
rect
ivesoft
hebank

v
.Lowski
l
lsaboutt
hecust
omerhandl
i
ngoft
hebr
anch

I
nor
dert
oov
ercomet
heabov
epr
obl
emsIwast
ookv
ari
ousact
ions.Someoft
heact
ionst
hatI

t
ookt
oov
ercomet
hechal
l
engesar
e:-

Byr
eadi
ngandunder
standi
ngv
ari
ousdocument
sli
kev
ari
ousMemoandManual
srel
ated

wi
tht
hebankwor
kfl
ow/
process.

Byaski
ngseni
orst
aff
sandmanager/super
visor
yaboutt
hewor
kfl
ow,
off
icemanner
,
andr
elat
edi
ssues

Byr
eadi
ngv
ari
ousbooksandmat
eri
alsf
rom ot
hersour
ces

I
nduct
ionf
rom manager
/super
visoraboutt
hewor
kfl
ow,
off
icemannerandcust
omer

handl
i
ng.

2.
7Pr
obl
em ofdi
vi
sionordepar
tmentandsuggest
edsol
uti
ons

Themaj
orpr
obl
emst
hatf
acet
hedepar
tmentar
ethef
oll
owi
ng.
.

■Ther
eisabi
gint
ernetconnect
ionpr
obl
em ornet
wor
kpr
obl
em.

■Ther
eisi
nef
fi
ciencyofsomemat
eri
alsl
i
kechai
r,t
abl
eandsoon.

■Somewor
ker
shav
epr
obl
emsont
hei
rbehav
ioranddi
dn’
tgi
vepr
operser
vicet
ocust
omer
.

Suggest
edsol
uti
onsf
ort
hepr
obl
ems

■Aski
ngconcer
nedbodyt
ogetenoughnet
wor
kst
hathel
ptopr
ovi
depr
oper

Ser
vicef
orcust
omer
.

■sol
vet
hepr
obl
emsofi
nef
fi
ciencyofmat
eri
alsbyaski
ngaddi
ti
onal
budgetf
ort
he

depar
tmentandpur
chasi
ngt
hismat
eri
alandmakeav
ail
abl
efort
hedepar
tment

■Theof
fi
ceshoul
dhav
ehi
reaut
hor
sempl
oyeesasaddi
ti
onal
.

PARTTHREE:ATTACHMEEVALUATI
ON

Pr
act
ical
att
achmenti
sanessent
ial
fort
hedev
elopmentoft
hepr
act
ical
andpr
ofessi
onal

ski
l
lsr
equi
redf
orar
eal
wor
kandanai
dtopr
ospect
iveempl
oyment
.Ithel
psst
udent
sthe

oppor
tuni
tyt
oappl
yknowl
edgei
nreal
wor
k,exposi
ngst
udent
stowor
kmet
hodsnott
aught

i
ntheuni
ver
sit
yandaswel
lasassessi
ngst
udent
sint
eresti
ntheoccupat
ionhe/
shepl
anst
o

under
take.I
naddi
ti
ont
othati
tenabl
est
oknowt
heor
iesandpr
inci
plesIhav
elear
nedi
na
cl
asspr
act
ical
l
y.Ther
efor
e,pr
act
ical
att
achmenthaspar
amountbenef
it
stomyst
udyandt
o

myf
utur
ecar
eeri
nthef
iel
d.

3.
1Si
gni
fi
canceofPr
act
icalAt
tachment

Ther
ear
eal
otofsi
gni
fi
cantofpr
act
ical
att
achment
sfort
hest
udent
s,uni
ver
sit
yandf
or

soci
ety
.Someoft
hesi
gni
fi
cancesar
eli
stedbel
ow:
-

Pr
act
ical
att
achmentgi
vesst
udent
stheoppor
tuni
tyt
oappl
ytheknowl
edgeandski
l
l

t
heyhav
eacqui
redoncampusi
nar
eal
-l
i
fewor
ksi
tuat
ion.

I
tenabl
esst
udentt
obef
ami
l
iarwi
thpr
act
ical
wor
kwhent
heycompl
etet
hei
r

academi
cyear
;

I
tdev
elopsst
udent
’sr
esear
chmaki
ngski
l
l.

I
tdev
elopsst
udent
’sski
l
ltosol
vechal
l
engesorpr
obl
em t
hatt
heyf
aceddur
ing

academi
cyearort
hei
rpr
act
ical
wor
k;

I
tenabl
esempl
oyer
stor
ecr
uitgr
aduat
esf
ami
l
iar
izedwi
thpr
act
ical
wor
k

I
tenhancesempl
oyabi
l
ityski
l
lsoft
hest
udent
s.

I
thel
psst
udent
s’t
odev
elopdeci
sionmaki
ngski
l
ls,
cri
ti
cal
thi
nki
ngski
l
ls,
incr
eased

conf
idenceandsel
f-
est
eem.

3.
2Rel
evanceofPr
act
icalAt
tachmentt
omyst
udi
es

Ihaveacquir
edalotofbenef
it
sfr
om practi
cal
att
achmentt
omyst
udi
es.Someoft
he
rel
evance’
sofpr
actical
att
achmentar
est at
edbel
ow:-

Manyoper
ati
onal
par
toft
hebankar
erel
atedwi
tht
heor
eti
cal
knowl
edget
hatIacqui
red

f
rom myst
udy
,soi
tenabl
esmet
odev
elopmyt
heor
eti
cal
knowl
edgewi
thpr
act
ical
ski
l
l;
 I
thel
psmet
oappl
yknowl
edgeIgai
nedi
nthecl
assr
oom;

Pr
act
ical
wor
kenabl
esmet
onar
rowt
hegapbet
weent
heor
eti
cal
knowl
edgeand

pr
act
ical
ski
l
lsr
elat
edwi
thmyst
udy
;

I
tenhancesl
ear
ningandunder
standi
ngofi
ssuesr
elev
antt
oapar
ti
cul
arar
eaofst
udy
;

3.
3Appl
icabi
li
tyoft
heor
iesandot
her
sincl
assonPr
act
icalWor
k

Manyoft
het
heor
iest
hatwel
ear
nedi
nthecl
assar
edi
rect
lyori
ndi
rect
lyr
elat
edwi
thpr
act
ical

wor
kthatIobser
ved.Letusseesomeoft
het
heor
iesappl
i
edi
nthewor
kpl
ace.

◆Pr
inci
pleofmar
ket
ingusedt
oident
if
yingcust
omer
sneedandwant
.

◆Consumerbehav
iorusedt
oknowcust
omer
sbehav
iour
.

◆Ci
vi
candet
hical
educat
ionusedt
orespectbankr
ulesandr
egul
ati
ons.

Exampl
e:punct
ual
i
ty

3.
4Maj
orChal
lengesandPr
obl
emsdur
ingPr
act
ical
Att
achment

Ther
ear
eal
otofpr
obl
emst
hatIf
aceddur
ingmypr
act
ical
att
achment
.

I
.Ti
meconst
rai
nt-t
hedur
ati
oni
snotenought
ocov
eral
lwor
kpr
ocesses.

I
I.Budgetconst
rai
nt-t
hebudgetpr
ovi
dedbyuni
ver
sit
yisnotsuf
fi
cientt
ocov
erat
tachment

cost

I
II
.Thel
i
nkagebet
weenuni
ver
sit
yandt
heor
gani
zat
iont
hatIconduct
edpr
act
ical
att
achmenti
s

notst
rong

I
nor
dert
oov
ercomet
heabov
epr
obl
emst
hef
oll
owi
ngact
ionshoul
dbeconsi
der
ed:
-

Thepr
act
ical
wor
kdur
ati
onshoul
dbei
ncr
eases

Theuni
ver
sit
yshoul
dincr
easebudgetf
orpr
act
ical
att
achment

Theuni
ver
sit
yshoul
dbeact
ivel
yinv
olv
edi
nassi
sti
ngst
udent
singet
ti
ngor
gani
zat
ions
wher
etheyconductt
hei
rat
tachment

PARTFOUR:
CONCLUSI
ONANDRECOMMENDATI
ON
Thispar
tsummarizest
hef i
ndi
ngs,
discussest
heconcl
usi
onsdr
awnf
rom t
hest
udy
,and
provi
desrecommendat
ions.

4.
1Summar
yoft
heAt
tachment

Themai
nobj
ect
ivesoft
hispr
act
ical
att
achmentwast
ogi
vest
udent
stheoppor
tuni
ty

t
oappl
ytheknowl
edgeandski
l
lst
heyhav
eacqui
redoncampusi
nar
eal
-l
if
ewor
ksi
tuat
ion,
to

exposest
udent
stoawor kenvi
r onment,commonpr act
ices,
employmentoppor
tunit
iesand
workethi
csi
nthei
rrel
evantfi
eld,tost
rengthl
inkagesbetweenuni
versi
tyandemployers,
andt
o

i
dent
if
ychal
l
engesandpr
obl
emst
hatst
udent
swi
l
lfaceont
hej
obaf
tert
heycompl
etet
hei
r

academi
cli
fe.

Or
gani
zat
ional
backgr
ound,
itsmi
ssi
on,
visi
onandv
alues,
organi
zat
ional
str
uct
ure,
SWOT

anal
ysi
s,andvar
iouschal
l
engesandpr
obl
emst
hataf
fector
gani
zat
ionatcur
rentt
imeofCBE
hasi
nvesti
gat
edintheatt
achment.

CBEhasl
argestcommer
cial
banki
nthecount
ryandi
thashugecapi
tal
,ski
l
ledmanpowerand

mor
ethan1616br
anchesst
ret
chedacr
osst
hecount
ry.Theor
gani
zat
ionhast
hecapaci
tyand

wi
l
li
ngnesst
ocont
ri
but
etoeconomi
cgr
owt
hoft
hecount
rybymobi
l
izi
ngr
esour
cesoft
he

count
ry.

Var
iouschal
l
engesandpr
obl
emst
hatf
acedor
gani
zat
ioni
ngener
alandCBEAndabetbr
anch

parti
cular
lyincurrentti
mehasi nvest
igat
ed.Someoft hechall
engesofCBEt hatindi
cated
abovear einf
lat
ion,lackofinf
rast
ructur
es,lackofawarenessaboutt
hebankspr oductand
servi
ceandcompet iti
veenvir
onment.Inadditi
ontothatbigi
nter
netconnect
ion/network
problem andineff
iciencyofmateri
alsarethemajorchall
engesofCBEEbantuBr anch.

4.
2Concl
usi
on

Theatt
achmentascer
tainsthatcreati
ngstr
ongrel
ati
onbetweenuniversi
tyandempl
oyer
s
hasgr
eatadv
antagesforstudents,uni
ver
sit
yandgeneral
l
yforthesociety
.ManyEthi
opi
an
highereducati
oninst
it
utionsdonotcreat
epracti
calatt
achmentchanceforthei
rstudents.
Rathertheyfocusedonteachingt
heoreti
cal
partandthatcr
eateschall
engesforthestudentsi
n
theiremploymentaft
ertheycomplet
eacademi cl
ife.

Ont
heot
herhandmanychal
l
engesandpr
obl
emsobser
vedi
ntheor
gani
zat
ionswher
ethe

pr
act
icalatt
achmentwasconduct edandknowi ngchall
engesandproblemsofor gani
zat
ions
maydevelopprobl
em sol
vingskil
lofthestudents.Ther
efor
e,conducti
ngpract
icalatt
achment
i
simport
antf orst
udent
s,uni
versi
ty,employersandforsoci
etygeneral
ly.

4.
3Recommendat
ion

Basedont
hef
indi
ngsoft
hepr
act
ical
att
achment
,thef
oll
owi
ngar
erecommendedf
ort
he

concer
nedor
gans:
-

Theuni
ver
sit
yshoul
dincr
easedur
ati
ont
imeoft
hepr
act
ical
att
achment
;

Ser
viceexcell
enceisusef
ulf
orCBEtocompetewit
hpri
vat
ebanks.Thebankshoul
dexpand
modernbankingserv
icespeci
all
yE-
banki
ngser
vicet
oit
scustomer
;

CBEshoul
dgi
vedueat
tent
ionf
orr
esear
chanddev
elopment
;

CBEshoul
dtakeact
iont
omobi
l
izeandcol
l
ectr
esour
cesf
rom gr
owi
ngeconomyoft
he

count
ry;

Theuni
ver
sit
yshoul
dpr
ovi
deadequat
ebudgetf
orpr
act
ical
att
achment
;

Theuni
ver
sit
yshoul
dst
rengt
hli
nkageswi
thor
gani
zat
ionswher
etheat
tachment

conduct
ed;

Theuni
ver
sit
yshoul
dgi
veor
ient
ati
on/
induct
ionaboutpr
act
ical
att
achmentt
othei
r

st
udent
s.I
tenabl
esst
udent
stobecomepr
e-or
ient
edaboutpr
act
ical
wor
kenv
ironment
.

Li
keot
herpr
ivat
ebankCBEshoul
dpaybet
tersal
aryt
oit
sempl
oyeeduet
oempl
oyee

sat
isf
act
ioni
soneamongt
hev
aluesoft
hebank,
inaddi
ti
ont
othatbet
tersal
arymay

r
educeski
l
ledandexper
iencedempl
oyeef
lowt
opr
ivat
ebank.

5.Ref
erences
Someor
ali
nfor
mat
ionf
rom empl
oyees

I
nfor
mat
ionf
rom wr
it
tendocument
sofor
gani
zat
ion

Di
recti
nfor
mat
ionf
rom t
hesuper
visoroft
heor
gani
zat
ion

Fr
om empl
oyeesofor
gani
zat
ion

Somef
rom dai
l
yact
ivi
ti
es