INFOLINK UNIVERSITY COLLEGE

INTERNSHIP REPORT ON ABAY BANK IN HAWASSA MENEHARIA BRANCH

THIS REPORT SUBMIT TO ACCOUNTING AND FINANCE

DEPARTMENT

NAME ID NO
HUSEN ALI 49381/14

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 Submitted date 06/06/2017 E.C

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. For his
UNIVERSITY COLLAGE 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. 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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ABSTRACT

Generally, the objective of this practical attachment is to assess the performance of

Abay bank MENEHARIA branch. The extent to which Abay bank MENEHARIA branch is
realizing its vision and mission and performance of the organization in relation to its
objectives. The intention of summer practical attachment was to increase student’s
knowledge and enable student to compare what have learnt so far in class and what
have experienced in summer practical. To produce well qualified, self-reliant, active,
change agent and real problem solver student. In addition, the other objective is to
investigate equal participation of Abay 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 me while I was performing summer practical attachment. Thus, practical
attachment suggests solutions and some of policy implication toward reducing the
problems based on finding.

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Table of Contents
Acknowledgementi
ABSTRACTii
CHAPTER ONE1
INTRODUCTION1
1.1Back ground of the organization1
1.2 CARDINAL ISSUES (Mission, vision, value and objective)2
1.2.1 Vision of the organization2
1.2.2 Mission of the organization2
1.2.3 Values2
1.2.4 Objectives of the organization2
1.3 Organizational Structure3
1.4 The extent to which the organization is realizing its visions and missions and performance of
the organization in relation to its objectives.4
1.5 Strength, weakness, opportunity and treat (SWOT) analysis of the organization5
1.5.1 Strength of the organization.5
1.5.2 Weakness of the organization5
1.5.4 Treat of the organization6
1.6 problems observed that affect the organizational at current time and its critical issues Abay
Bank Meneharia branch6
CHAPTER TWO8
2.1 Back ground of the department/division where you working8
2.2 Objectives and major responsibilities as well as activities of the department or division.8
2.2.1 Objective of the department8
2.2.2 Objective and major responsibilities as well as activities of the department /division8
2.4 The responsibilities and major activities me as a member of department.11
2.5 Performance Evaluation of my activities12
2.6 Problems encountered on the job and remedial measures12
2.7 Problem division or department or suggested solutions12
2.8 Suggested solutions for the problems13
CHAPTER THREE14
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 3.1 Rationales of Practical Attachment14
3.2 Significance of practical attachment14
3.3 Relevance of organization with my study14
3.4 Applicability of the theories and other in class on the real world or practical work
environment15
3.5 Major problems that I faced during the attachment15
3.6 Suggested solution and way forward for attachment The15
CHAPTER FOUR17
4.1 Conclusion17
4.2 Recommendation17
Reference19

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CHAPTER ONE

INTRODUCTION

Part one organizational report

1.1 Back ground of the organization

Abay bank is the one of commercial bank and established by more than 4100
shareholders on July 14, 2010. It started operation in November 2010. Abay Banks
business has expanded over the year

the number of banks shareholders also increased to 4317. Currently the bank has over
530 branches across the country. Among the branches of the bank, MENEHARIA
BRANCH is one of the newly opened branches. Abay bank Meneharia brach established,
2022.As the time of its establishment it has three 6 total staff. Abay bank meneharia
branch is located in Hawasa meneharia sub city town. It is found 273 km far away from
Addis Ababa. Know the branch has 11 employees and also having different staff
professional and work experience. Out of them seven is females and the others are
male. Among those employees has bachelor degree.

Each department of the organization has their own duties and responsibilities. Manager
is responsible to supervise all activities in bank including supervising employees,
assisting customers and providing excellent customer service. Cashier is responsible to
all cash transaction of the organization, checking daily cash accounts, and maintaining
monthly, weekly and daily report of transaction. Accountant is responsible to
assists during preparation of financial statements. The statements prepared include the
balance sheet, income statement, a statement of retained earnings and cash flow
statement.. The accountant also holds the responsibility of closing the books of
accounts of a branch at the end of every month. In case mistakes occur, he/she is
prepares and post the adjustment entries. Customer service officer is responsible for
banks answer customer questions about basic banking services, such as account
balances and interest rates and fees. Resource Manager is someone who is just
responsible to open account numbers, organize and direct employees of the bank to
open an account numbers. 3

In general, the bank is responsible to deliver service to its customer by transferring

funds, taking deposits, giving loan, transferring foreign currency into domestic
currency and opening an account number.

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1.2 CARDINAL ISSUES (Mission, vision, value and objective)
1.2.1 Vision of the organization

"To Become the First Bank of Choice"

1.2.2 Mission of the organization

"Providing the best- in-class banking services and adding value for

stakeholders."
1.2.3 Values

Customer - Centricity
Accountability
Teamwork
Employee - Centricity
Innovation
1.2.4 Objectives of the organization

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

Abay Bank meneharia 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

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1.3 Organizational Structure

How the organization is organized to achieve objectives and mission?

All departments in this organization are related to each other. The other department can
control the activity of other. Also on their daily activities they must report to the body
which controls each department. Also they control each other to minimize the problem
on job, to be fair and acceptable by every department. To achieve the objective and
vision they obey responsibility for the job given to all departments. 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 controller again checks and report to branch
manager. So finally all activity in bank is controlled by the manager of the bank.
Organizational structure is the most important part for office to achieve its objectives
and mission

BRANCH MANAGER

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 CUSTOMER SERVICE CHIEF CASHIER SUPERVISOR

AUDITOR

MESSENGER

CUSTOMER
SERVICE OFFICER

F. g 1.3 organizational structure of Abay Bank of Debre Eba branch

1.4 The extent to which the organization is realizing its visions and missions and
performance of the organization in relation to its objectives.

The Abay Bank MENEHARIA branch was well organized to realize its cardinal issues. It
improves

banking service from time to time and innovate new technology to give satisfaction for
customer.

Abay bank is nurturing like the river.

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Workers of the organization are accountable to their customer and good information
for every sector Abay Bank Meneharia branch its mission and vision through giving
the above service

1.5 Strength, weakness, opportunity and treat (SWOT) analysis of the organization
The Abay Bank Meneharia branch is private organization has its strength and
weakness side there are also have good opportunities and treats that speed up and fast
the bank over all work process respectively.

1.5.1 Strength of the organization.

Respecting the law of the organization.

Good efficiency and ethical conduct of staffs

It’s give training for its employees to improve their
profession.

It gives excellence service for its customer which most of its customers
get satisfaction in proper manner.

They respect each other and also they give priority for their work

1.5.2 Weakness of the organization

There not enough employees.

Weak information and file management of some workers

There is no punctuality( being on time)
There is some inefficiency material like chair tables and computers for trailing
staffs
.1.5.3 Opportunity of the organization

Have a good location .

Steady and fast growth of population is good opportunity for increase

bank customer.

Availability of educated man power in the town.

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 Development of information technology

1.5.4 Treat of the organization

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

Volatility of currency
Poor credit culture and know how about banking and its service within the
society Most people are having less knowledge about taking loan from bank.

Connection problems
Economic condition of the
country

1.6 problems observed that affect the organizational at current time and its critical
issues Abay Bank Meneharia branch
The primary problem regarding the historical back ground of the organization. This
problem rises due to lack of organized and return document in the organization.

Lack of sufficient written document about the organization.

Lack of use time properly.

File management and documentation improperly among some workers.

Not enough employees in the branch this case there is work load on the employees .

Connection problem
Communication problem
suggested solution
(measure) taken to solve
or at least minimize
problems

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

It should full fill all the necessary materials which are technologically improved
to facilitate its service
They should be creating good & formal communication.

To solve the problem a lack of data about historical back ground of the
organization, I gather some information from head office and try to document
with the help of my supervisor.

It should have to arrange its document in proper manner.

It should have increased its customer through promotion and customer

attractive activity.

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CHAPTER TWO

Part two activity report

2.1 Back ground of the department/division where you working

Customer service officer department is one of the sectors of Abay Bank Meneharia
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 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 Objective and major responsibilities as well as activities of the department /division

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

Demand deposit account – shall mean an interest bearing account
opened free interest by customers who are literate.

Saving account – is interest bearing deposit opened by legal and physical

persons, organization and association.

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.

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 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

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

branch.

4 To improve deposit mobilization key Strateges

Thoes strategeis are

1. Enhance excellent Service Excellence: - meet customer expectation

Service Excellency Initiatives

1. Develop and Implement Service Standard

2. Make to be organizational culture
3. Standardized the layout of the bank
4. Provide appropriate and continuous training for all
employees

5. Continuously measure the service quality

6. Introduce formal and informal customer
feedback channel

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 7. Introduce Call Center or Help Desk
8. Introduce Premium branch in the bank

2. Aggressive Awareness Creation: - employee awareness creation by Training, Customer

awareness Creation
Initiatives
a. training and coach employees
b. aware to focus on private and individual customer rather than
focusing only corporate customer
3. Enhance Banking Accessibility: - By Branch expansion (600) Branch’s at the end of
Plan period), sub branch and multi-channel banking
Initiatives
a. Enhance full-fledged Branch Expansion
b. Enhance expanding Sub-branch

c. Expand Multichannel Banking service

d. Introduce agency Banking in Rural area
4. Use Aggressive and Innovative Promotional Practice: - Personal selling
promotional tools, advertising by Brand ‘Ambassador” Giru Ermias
Initiatives
a. Use aggressive Personal selling promotional tools
5. Introduce new and enhance the existing Deposit products
6. Expanding Customer base of the Bank e.g paying salary to Organizations, College
University Fee and Shifting edir and equb to bank and retaining existing Customers
7. Identifying and Approaching Stakeholders and Collaborators e.g Relation with
shareholders e.g. Abay Bank has Coffee Ceremony with a Quarter
8. Enhance Money tracking activity:- ability effecting large payment of Domestic
transfer at Branches , Privet expenditure , remittance payment ,Large Compensation
9. Enhance relationship with multipurpose unions and cooperatives

5. To improve customer satisfaction

By enhance Abay Bank Service Excellence Standards. Those are

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 Treating customers as a “King”

Embracing the noble idea of “Customer Is Always Right”

Having a Positive Attitude towards Customer

Making a Good First Impression

Making Effective Face to Face Communication

Applying Appropriate and Positive Body Language

Using Polite Way of expression and Right Words

Handling telephone calls in a courteous & professional manner

Handling Customer Compliant Effectively & Professionally

Serving Different Type of Customers as per their Personality

Having the Required Customer Handling Skill and ability

Having a Good Work Place Ethics

Maintaining the Cleanliness of Working Environment

2.4 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 Abay Bank Meneharia branch.

I opened account for customers 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.
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 Protecting the office resource from damage.

I gave different service for department and customers.

I fill different forms by helping customers.

2.5 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.

Basically I learned practically how to treat customers politely.

I could understand the different type of communications in the organization

at all. I have good communication with others at work place.

To ask necessary data I could communicate with my manager from time to time etc…

2.6 Problems encountered on the job and remedial measures

There are some problems which affect me on my activities of 15 days. Some of these
problems are from the organization and some are from customers. As organization
some the problems are lack of seats, lack of user (access) for me and other problem not
access of some materials those hinder my activities to not serve customer properly.
From customers some customers don’t care about criteria’s to be fulfilled properly rather
than looking only about the service.

Remedial solution I have taken

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

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

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

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

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2.7 Problem division or department or suggested solutions

The major problems that face the department are the following..

There is a big internet connection problem or network problem, especially in

the

first two weeks I started my practical attachment.

there is inefficiency of some materials like chair, table and so on.

2.8 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

The office should have hire authors employees as additional.

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CHAPTER THREE

Part three attachment evaluation

3.1 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 he/she has with others on work etc.

3.2 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

3.3 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 foreign
remittance transaction. Theoretically since I have studied about foreign remittance in
class and in my practical study how to make transaction of that remittance this
organization is relevant with my practical study. In other way as general as organization
there is also good connection with my study that for that foreign transaction is the
department of the organization and my study is related with it that has relation with
Economics again the organization and my study has good connection.
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3.4 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 management field there are many theories that applied on real world.
Some theories which are applicable when I conduct this practical attachment are the
following.

The main activity of bank is accepting, depositing and lending money to its
customers which really related to financial management and principles of
accounting .

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 economics used to show exchange of currency.

From point of principle of marketing view how to create awareness to

customers,how to satisfy their needs .

3.5 Major problems that I faced during the attachment

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

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

independently. The transportation system is very crowded, because of this it is
difficult to me reach work place on time.

Shortage of some extra or additional working materials like chair and computers
for trainers.

Some employees are not interested for sharing their experience.

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3.6 Suggested solution and way forward for attachment
The problem mentioned above are solved by:-

I was try to adapt new environment and working condition gradually by studding
behavior of department member and sharing experience among them.

To solve transportation problem I try to wake up early

The organization should have to buy additional materials like chair and computers
that help for training
The organization should give the opportunity for students to participate in a given
activities freely in order to improve their knowledge and producing self-
confident professionals.

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CHAPTER FOUR

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 Abay Bank Meneharia Branch. The office is standing to satisfy its
customers, women empowerment and respecting women and right. I observed some
issues like the professional status of the staff members, punctuality of the staff
members and in the organization.

Generally, I gained some experience due to this practical attachment such as how to
work in cooperation with other, etc. The main problem I found, society have low
information about banking system, negative attitude of society toward the term bank
and department. Lack of information and lack of enough time are other problems;
however, I tried to do my best in order to overcome or give related solution to those
challenges.

4.2 Recommendation
While I doing my practical attachment, I observe some issue in lens of my eyes.
Therefore, I would like to suggest on some issues that I observed during accomplish my
practical attachment in Gondar district at Abay Bank Meneharia branch .

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Firstly, the Abay Bank should have to select the appropriate place in order to get
potential customers.

Secondly, I would like to suggest on the effort toward promoting development of bank
system study area. Banking system is the process of treating every banking activity and
is also way creating relationship with customer. It is the development issues that
recognize the involvement (participation) of both man and women in development
process.

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

Finally, I would like to suggest to Abay Bank of Meneharia branch 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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Reference

The annual report of the company by the march 31 of

2024The manual of the organization.

The interview; information from the employers of the organization.

WWW.abaybank.com

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