COLLEGE OF BUSINESS AND ECONOMICS

INTERNSHIP REPORT ON

COMERCIAL BANK OF ETHIOPIA AYAT ADEBABAY BRANCH

NAME: Ashenafi Getachew

ID: UGR/1012/12

FROM JULY 1 – AUGUST 30

Submission Date:- March 16, 2023

Addis Ababa University, ETHIOPIA

Submitted to:- TEMESGEN WORKU

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DECLARATION
I declare this written submission represent my ideas in my own words and where others ideas or
words have been included. I have adequately cited and referenced the original sources. After the
completion of this period and that all sources of the material used for report has been fully
acknowledged from my company. All written document and attached pictures are done by my
effort and exclusively suggestion of Manager and my hosting company workers. Thus, I want to
certify that I have satisfactory completed my internship program. I am also worked hard during
internship period & I showed good performance and ethics towards my work and responsibility.

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 ACKNOWLEDGMENT
My greatest the almighty God for his blessings and good will to make my internship successful!!
Also I would like to extend my heartfelt thanks to Addis Ababa University and department of
ACFN for giving us the plea to work on organizations for paving the rocks. I would like to
extend my appreciation to my family. I want to thank my hosting organization Commercial bank
of Ethiopia AYAT ADEBABAY BRANCH branch for accepting. I also would like to thank my
organization manager Mr. Tamirat for guiding me on works and sharing his own life experience
in the work area by spending his precious time.

Finally I would like to thank all the employees that I have encountered on the work for all giving
me their time and integrity to access equipment on the work area..

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ABSTRACT
Generally, the objective of this practical attachment is to assess the Commercial bank of Ethiopia
AYAT ADEBABAY BRANCH found in Addis Ababa city performance measurement .The
extent to which AYAT ADEBABAY BRANCH is realizing its visions and missions and
performances of the organization in relation to its objectives. 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 commercial
bank with other bank to it realizes its visions, mission and objective. Not only limited to this but
also emphasis the problems faced by student while 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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Acronyms

CBE ……………………Commercial bank of Ethiopia

SWOT…………………strength, weakness, opportunity, and threat

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Table content

Declaration………………………………………………………………………………………………ii

Acknowledgement…………………………………………………………………………………….. iii

Abstract………………………………………………………………………………………………….iv

Acronyms……………………………………………………………………………………………......iv

Introduction……………………………………………………………………………………………...3

1 .Background of the organization………………………………………………………………………..3

1.1.2 Background of CBE……………………………………………………………………………….3

1.2 Critical issues ……………………………………………………………………………………….4

1.2.1 Vision of the organization………………………………………………………………………….4

1.2.2 Mission of the organization………………………………………………………………………...4

1.2.3 Core values of the organization …………………………………………………………………....4

1.2.4 Objective of the organization……………………………………………………………………….5

1.3 organizational structure…………………………………………………………………………….....6

1.4 SWOT analysis of the organization…………………………………………………………………..7

2 Part Two……………………………………………………………………………………………….9

2.1 Background of customer account transaction service department/CATS…………………………...9

2.2 Major duties and responsibilities of the department………………………………………………….9

2.3 My responsibilities and activities as a member of department……………………………………....10

3 PART THREE………………………………………………………………………………………..12

3.1 Attachment evaluation………………………………………………………………………………12

3.2 Rationales of practical attachment…………………………………………………………….…….12

3.3 Significance of practical attachment………………………………………………………………...13

3.4 Relevance of the organization and my activity to my study………………………………………...13

3.5 Major problems that I faced during the attachment…………………….……………………………14

4 Part four………………………………………………………………………………………………15

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4.1 Summary……………………………………………………………………….………………….....15

4.2 Conclusion…………………………………………………………………………………………...15

4.3 Recommendation………………………………………………………………………………..……15

Reference……………………………………………………………………………………………….16

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PART ONE

Introduction
1Background of the organization

1.1 BACKGROUND OF CBE

Commercial Bank of Ethiopia (CBE) is one of the oldest public banks established in 1942 as a
State Bank. Since then, CBE has been through different reforms. It has more than 22 million
account holders in its 1824 plus branches stretching throughout the country. Its outreach to
individual depositors, small and medium scale businesses and private and public mega
investment projects has made it the largest single bank in the country to have a significant impact
on the economy of the country. CBE played a significant role as both the engine of the country’s
economic growth and mobilizing savings for further investment. In its effort in being part of the
solution for the environmental degradation and its subsequent impact on individual citizens and
businesses, CBE has the capacity to reach out to millions in both increasing awareness and
building adaptive capacity through providing environmentally friendly credit lines. Furthermore,
as a responsible corporate institute, CBE has the mandate to formulate Environmental and Social
internal policies that reflect the current local and global climate change realities and its
subsequent impacts particularly on its business customers and partners throughout the country. It
is also leading bank in Africa within asset of 1 trillion as February of 18, 2023.

1.2 CRITICAL ISSUES

1.2.1 Vision of the organization

To become world class commercial bank financially driving Ethiopia's future.

1.2.2 Mission of the organization

Committed to best attain stock holders needs through accelerated and well-timed financial inter
mediation globally and supporting national development priorities, by developing highly
motivated, skilled and disciplined employees.

The bank strongly believes that winning the public confidence is the basis of our success.
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1.2.3. Core values of the organization

Its core values detailed below are the operating principle that guides its internal conduct as well
as our relationship with our customers, partners, and shareholder

1. Integrity

 Striving to act in an honest and trustworthy manner

2. Customer satisfaction

CBE strive to excel in its business and satisfy its customers. It also committed to offer the
highest quality service to its customers and aspire to be branded with quality in the minds of its
customers and the general public.

3. Employees Satisfaction

 CBE is dying to improve employee training and professional growth.

 It differentiates its employees as valuable organizational resources.

4. Learning Organization

The bank is committed to anticipate and respond to internal and external changes through
constant improvement and adaptation

5. Teamwork and collaboration

 The bank’s discernibility on that it stresses the essence of teamwork

 It supports to one another and working cooperatively.

6. Public Trust

The bank understands that the steadiness of its business depends on its capacity to nourish and
build up the public's confidence.

7. Value for Money

 It uses resources carefully to save expense, time or effort. The safeguard for cash is
capacitative.

8. Decentralization

 CBE is committed to delegate operations and decision-making responsibilities.

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1.2.4 Objective of the organization

 Commercial bank of Ethiopia AYAT ADEBABAY 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

Organizational Structure

 Organizational structure is the most important part for office to achieve its objective and
mission

Branch manager

A/SENIOR CUSTOMER
SENIOR BRANCH CONTROLER CHIEF CASHIER
SERVICE

CUSTOMER
BRANCH CONTROLER SERVICE MANAGER ACCOUNTANT

CUSTOMER
SERVICE OFFICER

FOREIGN

Branch Manager- He performs over all controlling activity of the bank.

Customer service manager- assists branch manager and invite new
 Branch manager: he performs over all controlling activities of the bank. He is busy
handling guests and higher officials when they want to supervise the ongoing activities in
the bank.
 Customer service manager: assists branch manager and invite new client
 Accountant- control balance and perform payroll activities.

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  Branch auditor- checking of book balance and ensuring error free book of account.
 Chief cashier- ensuring compliance with daily cash holding limit of branch.

 Customer service officer- they pay and receive money from client.

 Foreign Transaction-worked only on foreign remittance transaction

1.4 Strength, weakness, opportunity and threat (SWOT) analysis of the organization

Internal factors

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

2. Weakness of the organization

 Some workers of the bank not give service to the customer properly

 Weak information and file management of some workers

External factors

1. Opportunities of the organization

 Promotion of micro finance and small enterprise

 Having prize linked saving

 Government plan to build more project and use to track from big amount of payment

 Public confidence and reputation on commercial bank of Ethiopia

 Large number of population those ability those bank product

 Availability of qualified work force in the market

 Development of information technology

2. Threat of the organization

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  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

 Some new and revised regulation of the National bank of Ethiopia or government

 Economic condition of the country

 Frequent power and network problem that extremely affect our daily operation

Current problems observed that affect CBE AYAT ADEBABAY BRANCH

 lack of organized and relevant document in the organization

 Lack of superior service quality

 High competition from aggressive expansion of private financial institution

 Inefficiency of office materials like computers ,furniture and others when compared to
the number of customers

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
branch and purchasing this materials and make available for the branch

PART TWO

Activity Report
[Link] of customer account and transaction service department

Customer account and transaction service department is one of the sectors of commercial bank of
Ethiopia AYAT ADEBABAY 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. This department was established in 2006 E.C when the bank
starts its job. It has one employee in each window.

Objective of the department.

 To ensure standardization and uniformity in the customer service process.

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  To smoothly implement integrated banking solutions in retail banking operation of
customer service process.

 To have single source of reference to perform.

2.1 Major duties and responsibilities of the department

1. being punctual

2. Obeying the rule and regulation of the organization

1. Account opening: - there are three types of accounts those are

Savings Accounts: is interest bearing deposit opened by legal and physical persons, organization
and association.

A) Ordinary Savings - It is interest bearing account which is compounded monthly and it can
be opened individually, jointly and by corporate entities

B )Women Saving Account - It can be opened individually, jointly and by associations formed
by women like Indri or Cooperatives having above 50% women members.

C) Youth saving account -It is provided only for individuals or group of individuals in the
ages of 18-25 and It shall be converted to normal/ordinary saving account, when the account
holder reaches the age of 25

D) Teen youth saving account -It can only be opened by individuals in the ages of 14-24

 Demand deposit account; shall mean an interest bearing account opened only by
customers who are literate. The feature of demand deposit account in to two categories
it defined at the following,

a) Ordinary Demand Deposit - It is a non-interest bearing bank account usually operated

by cheque and It can also be operated by using card, Mobile and Internet

b) Special-Demand Deposit Account It is operated by passbook that is designed for the

purpose and it is Non-interest bearing account.

c) Fixed-Time Deposit 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.

 Account for minors- Shall refer to an account opened for an under-aged Individual
(minor) by the parent(s) or Tutor of the minor, or by a court order

4. Duties related to cash and transaction service.

 Cash withdrawal

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  Cash deposit

 cash attendant

5) Telegram – that means send outgoing message and receive incoming message from other
branch.

6) Handling foreign exchange – exchange of other currency into birr.

2.3 My responsibilities and activities as a member of department

 As department member I also have the responsibilities of performing the activities of the
department. Based on those general activities, I perform the following specific activities
as an apprentice, when I was participating at commercial bank of Ethiopia Kula branch.

 I opened account for more than 30 customers by supporting employees

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

 I participated in different writing and typing activities that help for customer service.

 I accomplish a given work punctual and honestly by obeying the rules and regulation of
the organization.

 Protecting the office resource from damage.

 I gave different service for department and customers.

 I fill different forms by helping customers.

Problems encountered me on the job during my work

 There are some problems which affect me on my activities of 15 days. Some of these are
seats, computer and other material which is used for more practice

The remedial measure I have taken for the problem encounter me on the job

 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

Problem of the department

 There is big connection or network problem, specially the first two weeks I started my
practical attachment.

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

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.

PART THREE
Attachment Evaluation

 [Link] of practical attachment

As it is obviously known, these the rational practical attachment has many advantages and
importance for organization, for the student and for the university as whole.

 For Students: -

 To obtain the deep knowledge how on the whole rounded subjects.

 To know his performance in the real working environment and in an education.

 To create job opportunities in the near feature in the organization.

 For the University:-

 To know how the students, know their education and to match the theoretical learning
with the real working environment.

 To know the reaction of the students with working environment.

 For the Organization: -

 Sharing of knowledge’s, new ideas and information from the student.

 In the near future, in order to employee skilled man power.

3.1 Significance of practical attachment

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The practical attachment has much significance: -

 To develop the culture of working together

 To facilitate knowledge and improve me

 It enables the student to think the role he/she is going to play increase awareness

 To enables the absence of real world of business problem

 To the performance at student work

3.2 Relevance of the organization and my activity to my study

The organization specifically the department on which on performed the practical attachment has
the following relevance;

 I have got experience.

 To improve skill and communication.

 How to solve problem since the problem exist at anywhere.

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.

3.3Major 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:-

 During the first weak adopting new work condition and new environment is difficult

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

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

 Lack of coordination among worker at first week.

 Suggested solution and way of forward for attachment

The problem mentioned above can be resolved by:

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

 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.

 I asked my supervisor and senior employees to get some information.

Part four
Summary, conclusion, and recommendation

4.1 Summary

Commercial bank of Ethiopia was legally reestablished since 1963 have many branches. I made
my practical attachment at one of the commercial bank of Ethiopia AYAT ADEBABAY
BRANCH. Commercial bank of Ethiopia branch starting from its establishment 2006E .C within
its own mission, vision and objective gives different service to the society and it supports
economic development of the country by financing and providing loan service for huge industry
and business it has also its own weakness, strength and problems.

Customer account and transaction service department is one of the departments structured under
Commercial bank of Ethiopia as a unit and perform its duties and responsibilities by setting
specific and feasible objective. Major activities performed by this department are account
opening, cash withdrawal, deposit and amendment, foreign exchange and the like.

4.2 Conclusion

This practical attachment has its own multidimensional significance in benefiting host
organization universities and students, by improving knowledge and experience.

4.3 Recommendation

 Based on the findings of the practical attachment, the following are recommended for the
concerned organs

 The university should increase duration time of the practical attachment;

 Service excellence is useful for CBE to compete with private banks.

 The bank should expand modern banking service specially E-banking service to its
customer;

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  CBE should give due attention for research and development

 CBE should take action to mobilize and collect resources from growing economy of the
country;

Finally, I would like to suggest Commercial Bank of Ethiopia AYAT ADEBABAY BRANCH
has to work properly to achieve their goals and also to address other problems working in
cooperation with other organization, especially non-governmental organization.

REFERENCE

Branch manager and other workers of the bank

[Link]

From written documents in the bank

// THE END //

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