ADDI

SABABAUNI
VERSI
TY

COLLEGEOFBUSI
NESSANDECONOMI
CS

DEPARTMENTOFMANAGEMENT

I
NTERNSHI
PREPORTSUBMI
TTEDTOTHEDEPARTMENTOFMANAGEMENT
TOPARTI
ALFULFI
LLMENTOFTHEREQUI
REMENTFORI
NTERNSHI
PIN
MANAGEMENTCOURSES

AssessmentofTrai
ninganddevel
opmentpr
act
icei
nthecaseofCommer
cialBank
ofEthi
opi
anHajjiHussei
nAbiyuBranch

I
dNO

NAME :BESHI
RGI
SHEKUFA.
..
..
..
..
..
..
..
..
..
..
..
..UGR/
9165/
15

SUBMI
TTEDTO:
DEPARTMENTOF
MANAGEMENT

SUBMI
SSI
ONDATE;
Oct
ober28

ADDI
SABABA,
ETHI
OPI
A
Acknowl
edgement

Fi
rstofal
lmydeepestt
hanksgoest
otheAl
lahf
orhi
sendl
esshel
pandmakemet
o
st
ayi
nli
fet
othi
sdayandenabl
esmet
ocompl
etemywor
[Link]
sowoul
dli
ket
othank
y
oual
lempl
oyeest
heywor
katcommer
cial
bankofEt
hiopi
aatHaj
iHussei
nAbi
yu
br
anchf
ort
hei
rgoodsuppor
tfr
om t
hepr
epar
ati
onunt
ilt
hef
inal
discussi
onoft
his
pr
act
icalat
tachmentwi
thf
requentf
oll
owupmyact
ivi
ti
esandgui
deme.

ABSTRACT

Theai
m oft
hisr
epor
tist
oexpl
ainaboutmyi
nter
nshi
pexper
ienceatcommer
cial
bankof
Et
hiopi
afol
l
owedbyRol
eandResponsi
bil
i
tiesofmi
nei
nthatspeci
fi
cor
gani
zat
[Link]
soIt
ri
ed
t
oexpl
aint
heov
eral
lbenef
itgai
nedf
rom t
hei
nter
nshi
pexper
iencet
hatar
eint
ermsof
i
mpr
ovi
ngmypr
act
ical
ski
l
l,i
mpr
ovi
ngmyt
eam pl
ayi
ngski
l
l,i
mpr
ovi
ngmyl
eader
shi
pski
l
l,and
ent
repr
eneur
shi
pski
l
[Link]
ly,
Idi
scussedwi
thconcl
usi
onandr
ecommendedt
hepr
obl
em t
hat
i
sreal
l
ypr
esent
edi
nthepr
ogr
am andact
ivi
ti
est
hatmustbet
akent
osol
vet
hepr em.
obl

LI
STOFACRONYMS

CBE-
--
--
--
--
--
--
--
--
--
-Commer
cial
BankofEt
hiopi
a

SWOT-
--
--
--
--
--
--
--
--
str
engt
h,weakness,
oppor
tuni
ty,
andt
hreat

CSM………………CUSTEMERSERVI
CEMANAGEMENT

ATM-
--
--
--
--
--
--
--
--
-aut
omat
edTel
l
ermachi
ne
I
ntr
oduct
ion

Thi
spaperi
spr
epar
edt
oaccompl
i
sht
hecour
sepr
ofessi
onali
nmanagementenabl
es
ast
oshow t
heappl
i
cabi
l
ityoft
heor
eti
calcour
seofmanagementi
nther
ealwor
ld.
Busi
ness env
ironment
,as known t
her
e ar
ethr
ee busi
ness ent
erpr
ises t
hese ar
e:
manuf
act
uri
ng,mer
chandi
seandser
vicesent
erpr
iseandt
heypl
ayagr
eat
err
olei
nthe
economyandsoci
alaspectdev
elopmentofacount
ryandIconductmypr
ofessi
onal
pr
act
icesi
nabank,
whi
chcal
l
edcommer
cialbankofEt
hiopi
ahaj
iHussei
nbr
[Link]
bankser
vicest
art
edi
nourcount
ryEt
hiopi
aal
ongy
earago.I
nthef
oll
owi
ngpageswe
wi
l
ldi
scussCommer
cial
bankofEt
hiopi
ainHaj
iHussei
nAbi
yubr
[Link]
epor
tsal
so
i
ncl
udet
hedet
aildescr
ipt
ionoft
heassi
gnmentt
hatIwashandl
i
ng,mi
ssi
on,obj
ect
ive
and t
heSWOT anal
ysi
soft
heOr
gani
zat
[Link]
las,pr
obl
emsand suggest
ed
sol
uti
ons,f
inal
l
yev
aluat
ion,concl
usi
onand r
ecommendat
ionar
edi
scussed i
nthi
s
paper
.

1.
1Backgr
oundoft
heor
gani
zat
ion
Commer
cial
BankofEt
hiopi
a(CBE)i
soneoft
heol
destpubl
i
cbanksest
abl
i
shedi
n
1942asast
[Link]
ncet
henCommer
cial
BankofEt
hiopi
ahast
hroughdi
ff
erent
r
efor
msandmer
ger
scomi
ngouthasoneoft
hemostr
eput
abl
eandbi
ggest
commer
cial
banksi
nthecount
ry.I
thasmor
ethan22mi
l
li
onaccounthol
der
sini
ts
1500pl
usbr
anchesst
ret
chi
ngt
hroughoutt
hecount
ry.I
tsout
reacht
oindi
vi
dual
deposi
tor
,smal
landmedi
um scal
ebusi
nessespr
ivat
eandpubl
i
cmegai
nvest
ment
pr
oject
shasmadei
tthel
argestsi
ngl
ebanki
nthecount
ryt
ohav
easi
gni
fi
canti
mpact
ont
heeconomyoft
hecount
[Link]
cial
BankofEt
hiopi
a(CBE)pl
ayedasi
gni
fi
cant
r
oleasbot
htheengi
neoft
hecount
ry’
seconomi
cgr
owt
handmobi
l
izi
ngsav
ingf
or
f
urt
heri
nvest
ment
.Ini
tsef
for
tinbei
ngpar
toft
hesol
uti
onf
ort
heenv
ironment
al
degr
adat
ionandi
tssubsequenti
mpactoni
ndi
vi
dual
cit
izensandbusi
nesses,
commer
cial
bankofEt
hiopi
a(CBE)hast
hecapaci
tyt
oreachoutt
omi
l
li
ons

Commer
cialBankofEt
hiopi
a(CBE)Haj
iHussei
nAbi
yubr
anchi
soneofCBEbr
anch
t
hatest
abl
i
shedi
nOct
ober07/2015E.
[Link]
iHussei
nAbi
yui
slocat
edi
ncent
ral
par
tof
Et
hiopi
a,i
nOr
omi
aRegi
oni
nCent
ral
eastshawazoneatbat
utown,
inKebl
e02.
Iti
s
f
oundatabout163ki
l
omet
erf
rom t
hecapi
tal
Cit
yoft
hecount
ryAddi
sAbaba.I
tis
l
ocat
edont
hecr
osscount
ryr
oadwhi
chconnect
sAddi
sAbabawi
thmoj
oandmaki
amongt
heseCBEi
sthebestser
vicet
opr
ovi
dingi
nst
it
uti
ont
obeest
abl
i
shedi
nthe
t
own.I
tisest
abl
i
shedi
nFeb.
10/2014E.
C.

Commer
cial
BankofEt
hiopi
a(CBE)Haj
iHussei
nAbi
yubr
anchhasst
rongl
ybel
i
eves
andunder
standst
hatt
her
eisani
mpactoncommuni
ti
esandt
heenv
ironmentduei
ts
busi
nessact
ivi
ti
eswhi
chi
ntur
nwi
l
lhav
easi
gni
fi
cantr
iskoncr
edi
tli
nesandt
heov
eral
l
economi
cgr
owt
hoft
hecount
[Link]
eneedt
ubeacompr
ehensi
vepol
i
cyand
gui
del
i
nest
hati
ncor
por
atest
hebank’
sdi
rectandi
ndi
rectact
ivi
ti
eswhi
chcr
eat
es
i
mpactoneconomi
es,
communi
ti
esandenv
ironmenti
nwhi
chi
toper
ates.

I
ngener
all
ybyadopt
ingandappl
yi
ngdi
ff
erentmoder
nwor
kingt
echni
quesCommer
cial
BankofEt
hiopi
ainHaj
iHussei
nAbi
yubr
ancht
ri
est
oachi
evei
tsVi
sion,
Missi
onandt
o
br
ingdesi
redeconomi
cdev
elopmenti
nthecount
[Link]
efor
e,t
hisEnv
ironment
aland
Soci
alpol
i
cyi
sst
ipul
atedi
nant
ici
pat
ionoft
hecur
rentEnv
ironment
alandsoci
alr
isks
whi
l
econt
ri
but
ingi
tsf
airshar
etowor
dst
henat
ionalagendaofbui
l
dingt
her
esi
l
ient
capaci
ty of t
he cl
i
mat
e change v
ict
im communi
ti
es,busi
nesses and pr
oject
s.
Fur
ther
mor
e,Commer
cialBankofEt
hiopi
a(CBE)asagi
antcommer
cialbanki
nthe
count
rywoul
dli
ket
obeapi
oneerandr
olemodelf
orot
herpubl
i
candpr
ivat
einst
it
uti
on
i
ncr
eat
ingawar
enessofi
tsi
nter
nal
act
ivi
ti
es

1.
2Mot
toandl
ogoofcommer
cial
bankofEt
hiopi
aNoor(
CBENOOR)

Mot
to:"
TheBankYouCanAl
way
sRel
yon
Logo:

LOCATI
ON

Thel
ocat
ionofCBENoorBat
uHussei
nAbi
yuBr
anch

1.
3company
,vi
sion,
missi
onandobj
ect
ivesormanagement

1.
4Mi
ssi
onoft
heor
gani
zat
ion

Pr
ovi
dingwor
ldcl
assf
inanci
alser
vicesbyusi
nghi
ghl
yqual
i
fiedandet
hicalempl
oyees
andmoder
nbanki
ngt
echnol
ogy
,aswel
laswor
kingwi
thdet
ermi
nat
iont
osat
isf
ythe
needofst
akehol
der
sbysuppor
ti
ngpr
ior
it
ynat
ionaldev
elopmentpr
ojectknowi
ngt
hat
gai
ningt
heunl
i
mit
edt
rustoft
hesoci
ety
.Andaf
for
dabl
e,i
nnov
ati
veandcust
omer
s
r
esponsi
vef
inanci
alser
vicest
orur
alandur
baneconomi
cal
l
yact
ivepeopl
etoi
mpr
ove
t
hei
rincomei
sthebasi
sofoursuccess.

Wear
ecommi
tt
edt
obestr
eal
i
zest
akehol
der
’sneedswi
thoutcompr
omi
singt
he
wel
l
bei
ngofourenv
ironmentandsoci
etyt
hroughEnhancedf
inanci
ali
nter
medi
ati
on
gl
obal
l
y,suppor
ti
ngnat
ional
dev
elopmentpr
ior
it
ies,
depl
oyi
nghi
ghl
ymot
ivat
edski
l
led
anddi
sci
pli
nedempl
oyeesaswel
lasst
ateoft
hear
ttechnol
ogy
.West
rongl
ybel
i
eve
t
hatwi
nni
ngt
hepubl
i
cconf
idenceanddev
elopi
ngsust
ainabl
ebusi
nessmodel
aret
he
basi
sofoursuccess.

Topr
ovi
deadv
ancedandcr
eat
ivebanki
ngpr
oductandser
vicesf
orourcl
i
ent
sbot
h
l
ocal
l
yandi
nter
nat
ional
l
ythr
oughasuccessf
ult
eam andusi
ngadv
ancedpr
ogr
ams,
t
echni
quesandt
ool
sthatkeepupwi
tht
headv
ancement
sint
oday
’swor
ldi
nanef
for
t
t
oful
fi
ll
theaspi
rat
ionsofourcl
i
ent
sshar
ehol
der
sandempl
oyeesandt
oref
lectour
v
aluesofsoci
alr
esponsi
bil
i
ty.”Underpr
omi
seandov
erDel
i
ver
”Exceedi
ngcust
omer
s
andmar
ketexpect
ati
onsbasedonsust
ainedbusi
nessmodel
wit
hhi
ghl
yqual
i
fied,
mot
ivat
edhumanr
esour
cesandgener
ator
sofv
aluepr
oposi
ti
onsanduni
quesol
uti
ons
f
orourcust
omer
s.

1.
5Vi
sionoft
heor
gani
zat
ion
Thevi
sionofCBENoori
st opr
ov i
deShar
ia-
compli
antf
inanci
alproduct
sasadedi
cat
ed
i
nter
est
-fr
eebanki
ngser
viceoftheCommercial
BankofEthi
opia

1.
6Companyv
alues: I
ntegr
it
y Empl
oyeesat
isf
act
ion

Publ
i
ctr
ust Cust
omersat
isf
act
ion l
ear
ningor
gani
zat
ion

Val
uet
omoney Empl
oyeesat
isf
act
ion Team wor
kand
col
l
abor
ati
on

1.
7Obj
ect
iveoft
heor
gani
zat
ion
Obj
ect
ivei
sthatanor
gani
zat
iont
ri
est
oachi
[Link]
ect
ivespeci
fyi
npar
ti
cul
arwhat
mustbedonei
fanor
gani
zat
ioni
stoat
tai
nvi
sionormi
ssi
[Link]
ect
ivesmakemi
ssi
on
mor
epr
omi
nentandconcr
[Link]
eryOr
gani
zat
ioni
sest
abl
i
shedf
ort
hei
rownobj
ect
ives.
Toachi
evet
hedesi
gnedobj
ect
ivet
heyhav
etowor
khar
dandf
oll
owupt
hei
ract
ivi
ti
es
ef
fect
ivel
y.

Commer
cial
BankofEt
hiopi
aHaj
iHussei
nAbi
yubr
anchhast
hef
oll
owi
ng
obj
ect
ives.

 Toi
mpl
ementmanagementi
nfor
mat
ionsy
stem.

 Tomaxi
mizecust
omersat
isf
act
ion.

 Todev
elopcompet
encewi
thot
herpr
ivat
ebanks.

 Tobui
l
dchangef
oral
lbankst
aff
s

 Toest
abl
i
shper
for
mancebasei
ncent
ives

Wear
ecommi
tt
edt
obestr
eal
i
zest
akehol
der
s’needswi
thoutcompr
omi
singt
hewel
l
-
bei
ng ofourenv
ironmentand soci
etyt
hrough Enhanced f
inanci
ali
nter
medi
ati
on
gl
obal
l
y,suppor
ti
ngnat
ionaldev
elopmentpr
ior
it
ies,depl
oyi
nghi
ghl
ymot
ivat
ed,ski
l
led
anddi
sci
pli
nedempl
oyeesaswel
lasst
ateoft
hear
ttechnol
ogy

1.
8Or
gani
zat
ionalSt
ruct
ure.
Or
gani
zat
ionst
ruct
urei
stheDi
agr
ammat
icr
epr
esent
ati
onoft
heor
gani
zat
ion.I
t
i
ndi
cat
est
hedecent
ral
i
zat
ionofpowerwi
thi
nthedi
ff
erentst
aff
sandmosti
mpor
tant
par
tforof
fi
cet
oachi
evei
tsObj
ect
iveandMi
ssi
on.

Thest
ruct
ureofbusi
nesssect
ori
sdepi
ctedbasedont
henewwor
kfl
ow,
aut
hor
it
ies
andr
esponsi
bil
i
tiesandnewbusi
nesspr
inci
ple.

Br
anch
Manager
_
___
___
___
___
___
___
___
___
___
___
___
___
___
___
___
___
___
___
___
___
_

Manager ManagerBranch Manager

Branch Business Branch
Operati
on
Seni orBanking Seni
or
Operation Banki
ng Branch
Of f
icer Control
l
er
Banki ng Di
gtalBanki
ng
Oper ation Busi
ness
Of f
icer
JuniorOf f
icer Banking
Busi
ness
BankTr
ainee Customer
Serv
iceOffi
cer
CashOffi
ce
At
tendant Juni
orOf
fi
cer

BankTr
ainee
 1.
9 SERVI
CESORPRODUCTSOFCBENoor

CBENoor,thededicatedint
erest-
freebanki
ngser vi
ceoftheCommer ci
alBankofEthiopia(
CBE)
,
off
ersawider angeofSharia-
compl i
antfi
nancialpr
[Link]
vicesare
basedonIslamicfi
nancepr i
ncipl
es,whichprohibi
tint
erest(
Riba)andemphasi zef
airness,
tr
anspar
ency ,
andr i
sk-shar
ing.

Themai
ncat
egor
iesoft
hei
rser
vicesandpr
oduct
sincl
ude:
[Link]
tandI
nvest
mentAccount
s

 Theseaccount
sadher
etoei
thert
heWadi
ah(
Saf
ekeepi
ng)orMudar
abah(
Prof
it
-Shar
ing)
pri
nci
ples.

 NoorWadi ahLocalSavi
ngAccount
s:Vari
oustypesofsaf
ekeepi
ngaccountswher
ethe
bankguaranteest
heprinci
pal
amount(e.
g.,Or
dinar
y,Women,Youth,
Educati
on,
Labbai
k/Hajj
/Umrah,Zakat
,Ei
d/Hol
i
day,TeenYouth,Ni
kahSavi
ngAccounts).

 NoorAmanahLocalDemandDeposi
tAccount
s:Cur
rentaccount
soper
atedbycheque.

 NoorMudar abahLocalDeposi
tAccounts:I
nvest
mentaccount
swherecust
omersshar
e
prof
itwitht
hebankbasedonapr e-
agreedrati
oaftert
hebankdepl
oyst
hefundsi
n
Shari
a-compli
antact
ivi
ti
es

 For
eignDeposi
tAccounts:I
ncl
udesWadi
ahandMudarabahaccountsforindi
vi
duals
whoseincomei
sinforei
gncurr
ency,
suchasFor
eignHawal
aandDi asporaMor t
gage
Savi
ngAccount
s.

[Link]
nanci
ngPr
oduct
s(Shar
ia-
Compl
iantFi
nanci
ng)

 CBENoorpr
ovi
desfi
nancingbasedoncontract
sli
keMur abahah(
cost
-pl
uspr
ofi
t)
,
Sal
am,I
sti
sna'
(manufact
uri
ngfinance)
,andIj
ara(
leasi
ng)

 MurabahahFinancing:Thebankacqui
resanasset(
merchandi
se,mot
orvehi
cle,
machiner
y,proper
ty,etc.
)request
edbythecust
omerandsell
sitt
othecust
omerfora
mark-
up,withpaymentusual l
yini
nst
all
ments.

 I
nter
est
-Fr
eePr e-
ShipmentExportFinancingFaci
li
ty(Qar
d-Al
-Hasan)
:Ani
nter
est
-f
ree
f
acil
i
tyt
ofinancethepurchaseofinputsforgoodstobeexpor
ted.

[Link]
aspor
aAccount
sandSer
vices

 Fi
nanci
alsol
utionst
ail
oredf
orEt
hiopi
anci
ti
zensoror
igi
nli
vi
ngabr
oad,
adher
ingt
o
Shar
iapri
nci
ples.

 CBENoorDi
aspor
aDeposi
tAccount
s:Wadi
ahandMudar
abahbaseddeposi
taccount
s.
  CBENoorDiasporaFinanci
ngProduct
s:I
ncl
udi
ngDi
aspor
aMor
tgageFi
nanci
ng,
Aut
omobil
eFinancing,andBusi
nessFi
nanci
ng.

 Remi
tt
anceSer
vice(
Hawal
ah)
:Moneyt
ransf
erser
vices.

[Link]
herGener
alSer
vices

 MoneyTr
ansf
er/
Hawal
ah(
Local
andf
orei
gnr
emi
tt
ance)

 For
eignCur
rencyEx
changeSer
vices/
Ser
f

 Di
git
alBanki
ng(
Mobi
l
eBanki
ng,
etc.
)

 CBENoorCar
ds

 Bi
l
lPay
mentandCol
l
ect
ion

 Sal
aryPay
ment

 Saf
eDeposi
tBox

2 STATEMENTSOFTHEPROBLEM

Traininganddev elopmenti soneoft hemostv i

talt
oolsi nHumanResour ceManagement( HRM)
toenhanceor ganizationalperfor
manceandcompet [Link]
acticeplaysasignif
icantr
ole
i
nt heov eral
lsuccessofanor ganizati
on,asempl oyeesar econsi
deredt hecoreofany
i
nstituti
[Link] r
ect l
yinfl
uencesbot htheachievement sandshortcomingsof
theor gani
zati
[Link] oyeeswhopar tici
patei
nmor et r
aininganddev elopmentprograms
typi
cal l
yrequi
relesssuper visi
onandgui dance.

AttheCBENoorofHaj i Hussei nAbiyubranchinBatuther

earevari
ousmanagementl evel
sand
staf
fareacti
v elyinvolvedi nt heimplement ati
onofHRpolici
esbymakinginfor
meddeci si
ons.
Theyarealsor esponsi blef orhandli
ngcust omeraccountsandtr
ansacti
ons,whichinclude
openingaccount sinl ocal currency,
receivi
ngcashandnegot i
abl
einst
ruments,processing
paymentsinbot hl ocal andf oreigncurr
encies,handl
i
ngdomest i
candinter
nati
onal t
ransfers,
andconductingf oreignexchanget r
ansactions.

Howev
er,
dur
ingmyi
nter
nshi
patt
hebank,
Iobser
vedsev
eral
keychal
l
enges:

Fir
stly
,therei
sani ssuewi thHRpl anni
ng—ami smatchbetweenthenumberofempl oyeesand
thenumberofcust omer [Link] otheshif
tsy st
em, wheresomest affworksint hemor ni
ngand
othersintheaft
ernoon,thel i
mitednumberofempl oyeesstr
uggl
est oeffi
cientlyser
v ethelarge
[Link] easigni
ficantnumberofclient
sr equi
ri
ngv ar
iousservices,
the
l
ackofadequat estaffi
ngr esult
sinlongwai tti
[Link] i
ve
cust
omer
stoseekser
vicesf
rom ot
herbr
anches.

Addit
ionall
y,t
hebankdoesnotmakeef f
icientuseofitsresour
[Link]
short
ageoft ransact
ionalmateri
alssuchaspaper ,chai
randpens, especi
all
yfort
r ansfer
-r
elat
ed
acti
vi
[Link]
elyonthecomput er
izedtr
ansfersyst
em, butfr
equent l
yfaces
i
ssuesl i
kesystem outagesandlackofinternetconnecti
vit
y.

Ot
herchal
l
engesi
ncl
ude:

 Li
mit
edcust
omerawar
enessofnewt
echnol
ogi
esandmoder
nbanki
ngsy
stems.

 Lackofconsi
stentf
oll
ow-
upandcommi
tmentf
rom super
visor
yst
aff
.

 Ri
singcompet
it
ioni
nthebanki
ngsect
or.

 Economi
cissuessuchasi
nfl
ati
onandaweaksav
ingcul
tur
e.

 Fr
equentpowerandnet
wor
kint
err
upt
ions.

 Lowaccept
anceandadopt
ionofdi
git
alt
ransf
ormat
ioni
nit
iat
ives.

St
rengt
hofCBEHaj
iHussei
nAbi
yuBr
anch
✔Goodr
elat
ionshi
pwi
tht
heext
ernal
env
ironmentl
i
keuni
ons,
andNGO’
s.

✔ Responsi
blef
orseeki
ngsol
uti
onsf
orcommonpr
obl
emsofi
tsmember
sPr
ovedl
i
ke
l
oan,
sav
ing-
micr
oinsur
ance,
int
ernal
andext
ernal
moneyt
ransf
erandadv
isor
yser
vices.

✔ Team wor
k

✔Hi
ghmot
ivat
ionofst
affCommi
tment

✔ Goodcommuni
cat
ionofst
aff

✔ enoughl
oansav
ail
abl
eforcust
omer
s.

✔Keepi
ngaccommodat
eandsecur
it
yofcust
omer
s.

✔Coor
dinat
ionoft
heTeam

2.
1OBJECTI
VESOFTHESTUDY

Asweknow,
themai
npur
poseofunder
taki
ngani
nter
nshi
pist
ohel
pst
udent
sint
egr
atet
hei
r
theoreti
calknowledgewit
hpracti
cal
exper
[Link]
udentwhohadtheopport
uni
tyt
o
parti
cipatei
nt hi
sprogr
am, Iwasabl
etogainthefol
l
owi
ngskil
lsdur
ingmytwo-mont
h
i
nternshipatCBENoor .

2.
2PROBLEMSIENCOUNTEREDONJOB

 Duri
ngthefir
stf
ewday
s,itwaschal
lengi
ngt
oper
for
m anytasksbecauseIwas
complet
elynewtot
hebanki
ngenvir
onment,
whi
chcausedsomeinit
ialconf
usi
onand
fr
ustr
ati
on.
 Onemaj orl
imit
ati
onoftheint
ernshi
pwast heshor
tdur ati
[Link] al
uabl
e
exper
ience,t
hecomplexi
tyofsomet asksmadeitdif
ficul
ttofull
ygr aspeveryt
hing,andI
str
uggledtomanagetheseresponsi
bil
it
iesaf
terr
eturningtoclass.
 Thehi
ghworkload,
causedbyt
hel
argenumberofcustomer
satCBENoor,l
imi
tedmy
oppor
tuni
tyt
ospendenoughti
mel
earni
ngpract
icalt
asksal
ongsi
det
hetel
l
ers.

 However
,thesechal
l
engesul
ti
mat
elyhel
pedmedev
eloppr
obl
em-
sol
vi
ngski
ll
s,
prof
essi
onalcommuni
cat
ion,
andt
heabi
l
ityt
oadaptqui
ckl
yinady
nami
cwor
k
envi
ronment

2.
3SUGGESTEDSOLUTI
ONS

 Inordertocar
ryoutmyt
asksef
fect
ivel
y,Iseekgui
danceandi
nst
ruct
ionsf
rom my
supervi
sor.

 Togettoknowmyadvi
sorandot herst
affmember
s,Iaskquest
ionswhenever
somethi
ngaboutt
heor
ganizat
ion’sact
ivi
ti
esi
suncl
ear,andIal
sotakepar
tacti
vel
y.

 Imakeanef
for
ttoadj
ustt
owor
kingi
nhi
gh-
pressur
esi
tuat
ions.

2.
4SCOPEOFTHESTUDY

2.
4.1Wor
kAssi
gnmentandResponsi
bil
it
ies

Duringmyi nt
ernshipatCBENoorHaj i
HusseinAbiyuBranch,Iper
for
medv ari
oustasksunder
di
fferentrol
es,i
ncludi
ngthatofatel
[Link],
theduti
esIcarri
edoutonlypart
ial
lyal
i
gned
wit
hwhatIst udiedatuniver
sit
y,asmanyoft hebank’
sactivi
ti
esarebestl
earnedthr
ough
pr
act i
calexper
ience.

Themainr esponsi
bil
i
tiesIhandledincl
udedopeni
ngaccountsforcustomers,
complet
ing
deposi
tandwi thdr
awal f
orms,assisti
ngcustomer
swithmobilebankingandATM regi
str
ati
on,
gui
dingthem onhowt ousedi f
ferentdigi
tal
banki
ngappl
icat
ions,andcall
i
ngcustomersfor
Vi
sacar
dissuance,
amongot
hert
asks.

Throughoutmyint
ernship,Igai
nedv al
uabl
eknowledgeanddevel
opedseveral
import
antski
ll
s.
Theseincl
udecommuni cationski
ll
s,ti
memanagement ,t
eamwork,pr
ofessi
onaldr
esseti
quett
e,
customerserv
ice,
andpr operhandl
ingofmateri
alsanddocument

2.
4.2 MOBI
LEBANKI
NGOPENI
NG

Mobi l
ebankingistheactofMakingfi
nancialtr
ansact
iononmobi l
edevi
ce
(cell
phone,
tabl
et,etc.
)Advant
agesofmobi l
ebankingincludetheabil
i
tytobank
any wher
eandatany t
ime.
Iti
saveryconvenientint
oday'sdigi
talagewit
hmanybanks
offeri
ngimpressi
veapps.

Theabi
l
ityt
odepositacheck,
topayformerchandi
se,t
otransf
ermoneyt
oaf r
iendort
o
fi
ndanATM inst
ant
lyareareasonswhypeoplechoosetousemobil
ebanki
ng.

Howev erestabli
shi
ngasecur econnectionbef
oreloggi
ngintomobil
ebankingappi
s
i
mpor t
antorel seacli
entmi ghtri
skpersonali
nformati
onbeingcompromised.
Disadv
ant agesincl
udesecur i
tyconcer
nsandal imit
edrangeofcapabi
li
ti
eswhen
compar edtobankinginpersonoronacomput er

2.
4.3 PRODUCTFEATURES

 Abi
li
tyt
omovemoneybet
weeny
ourper
sonal
account
sorsendf
undst
oaccount
shel
d
byot
hers.

 Opt
iont
ochecky
ourcur
rentaccountbal
ancei
nst
ant
ly.

 Accessasummar
yofy
ourr
ecentt
ransact
ions(
mini
-st
atement
).

 Capabi
l
ityt
ovi
ewt
hecur
rentf
orei
gncur
rencyexchanger
atesf
ort
heday

2.
5 RESEARCHMETHODOLOGY

2.
5.1RESEARCHDESI
GN

TheResear
chdesi
gnusedi
nthi
sst
udywi
l
lbedescr
ipt
ivesur
veymet
hodi
nor
dert
oassessand
expl
aint
hepr
act
icesoft
rai
ninganddev
elopmentofst
affper
sonnelofCBENoorSi
ncet
he
obj
ect
iveoft
hisst
udyi
sconcer
nedondescr
ibi
ngf
act
sandt
rut
handt
hist
ypeofr
esear
ch
desi
gnhel
pst
odescr
ibeandexpl
ainpr
esentsi
tuat
ionoft
hepr
obl
em cl
ear
lyi
tusedt
odescr
ibe
i
t
I
nor
dert
ogeti
nfor
mat
iont
hei
nter
nshi
pwi
l
lfav
orsbot
hquant
it
ati
veandqual
i
tat
ive
appr
oachbutf
orourpur
poseoft
her
esear
chweuset
hequal
i
tat
ivemet
hodt
omake
sur
ethev
ali
dit
yandr
eli
abi
l
ityoft
hest
udy
.

2.
5.2 RESEARCHPOPULATI
ON

Theresearchpopul
ati
onconsistsof15employ ees,fr
om whichat ar
getgroupof8empl oyees
wasselectedfort
[Link]
ude:4from theCustomerSer vi
ceDepar t
ment,2from t
he
Fi
nanceDepar tment
,and2f r
om theOperati
onsDepar t
[Link] t
mentswerechosen
becausetheyrepr
esentthemostact i
veandfunctional
lysi
gnif
icantareasofthebank.

2.
5.3SAMPLESI
ZE

Si
nce t
he nat
ure oft
he t
argetpopul
ati
onsar
e di
ff
erentand i
ncl
ude bot
h manager
sand
empl
[Link]
ermi
net
hei
deal
sampl
esi
zef
orapopul
ati
on

No Cat
egor
ies Tar
getpopul
ati
on Sampl
esi
ze

1 Cust
omerser
vicedepar
tment 4 15

2 Fi
nanceuni
t 2 15

3 Oper
ati
onsdepar
tment 2 15

Tot
al 8 15

2.
5.4 SAMPLI
NGPROCEDURE

I
fapopul
ati
onf
rom whi
chasampl
eist
obedr
awndoesnotconst
it
uteahomogeneousgr
oup,
st
rat
if
iedsampl
i
ngt
echni
ques’
gener
all
yappl
i
edi
nor
dert
oobt
ainar
epr
esent
ati
vesampl
e.

2.
5. ONMETHODS:
5SOURCESOFDATAANDCOLLECTI

I
nor
dert
odot
hisst
udyweusebot
hpr
imar
yandsecondar
ydat
asour
[Link]
imar
ydat
a
wi
l
lbegat
her
edbyt
heuseofsi
mpl
eobser
vat
ionandi
nter
viewoft
heoper
ati
onmanager
.The
secondar
ydat
awer
eincl
udi
ngl
i
ter
atur
erev
iewofi
tsHRmanual
2.
5.6DATAANALYSI
SANDI
NTERPRETATI
ON

Af
tert
hedat
agat
her
edf
rom r
espondent
swi
l
lbeast
ored,
summar
ized,
tabul
atedand
changed t
o per
cent
ages. Then i
t wi
l
l be anal
yzed. Fi
nal
l
y concl
usi
on and
r
ecommendat
ionswi
l
lbedr
awnbasedont
heanal
yzeddat
a.

2.
6 DATAPRESENTATI
ON,
ANALAYSI
S,ANDDI
SCUSSI
ON

2.
6.1DATAPRESENTATI
ON

CBENoorhasdemonst
rat
edsi
gni
fi
cantgr
owt
handdi
ver
sif
icat
ioni
nit
sbanki
ngser
vices
suchas

I
nit
ialCapi
talandGr
owt
h:Whi
l
eCBEi
sast
ate-
ownedbankwi
thmassi
veasset
s(ov
er1.
3
t
ri
ll
ionBi
rr
),CBENoori
sanewerser
vicel
i
ne.I
tsf
inanci
algr
owt
hisr
efl
ect
edi
nther
api
d
i
ncr
easei
nit
sdeposi
tbaseandf
inanci
ngdi
sbur
sement
s

Shar
ehol
derBase:
CBENoori
snotasepar
atebankandt
her
efor
ehasnoi
ndependent
shar
ehol
derbase.I
toper
atesasadi
sti
nctdi
vi
sionwi
thi
ntheCommer
cial
BankofEt
hiopi
a
(
CBE)
,whi
chi
sst
ate-
owned(
100%gov
ernmentowner
shi
p)

Ser
viceOf
fer
ings:
Ser
vicesar
est
ri
ctl
yShar
ia-
compl
i
antandi
ncl
ude:
NoorDeposi
t(Wadi
ahand
Mudar
abahaccount
s),
NoorFi
nanci
ngandet
c.

Cor
por
ateSoci
alResponsi
bil
it
y(CSR)I
nit
iat
ives:CSRi
sgener
all
yconduct
edundert
he
l
argerumbr
ell
aoft
heCommer
cial
BankofEt
hiopi
a(CBE)

2.
6.2Anal
ysi
s

Theanal
ysi
sofCBENooroper
ati
onsr
eveal
ssev
eralst
rengt
hsandoppor
tuni
ti
es

NicheMar
ketPenet
rat
ion:
CBENoorcapt ur
esthel
arge,unt
appedsegmentofcust
omer
s
seeki
ngI
nter
est
-Fr
eeBankingser
vices,
prov
idi
ngastrongcompeti
ti
veadvant
age.

Backi
ngofaGiant
:Operat
ingwithi
nCBEgi v
esitanimmediat
e,unpar
all
eledf
inanci
alscal
eand
br
anchnet
workthatsmall
er,
independentI
FBinst
it
uti
onscannotmatch.

Ri
skMiti
gati
on:
Bydiver
sif
yingtheparentbank'sr
evenuestream awayf
rom convent
ional
i
nter
esti
ncome,CBENoorhelpsmiti
gateriskfort
heov er
all
insti
tut
ioni
nthefaceofvaryi
ng
economi
candr
egul
ator
ycondi
ti
ons.

2.
6.3Di
scussi
on

CBENoorHaj
i HusseinAbi
yutraj
ectoryil
l
ustratesasuccessful
model
forbanki
ngin
emergi
[Link]
semphasisongr owth,diver
sif
icat
ion,
andcommuni
tyengagement
posi
ti
onsi
tasal eaderi
nEthi
opia'
sfinancialsect
or.

2.
7 SUMMARY,
CONCLUTI
ON,
ANDRecommendat
ion

2.
7.1SUMMARY

Commer
cialBankofEt
hiopi
a(CBE)Haj
iHussei
nAbi
yubr
anchi
soneofCBEbr
anch
t
hatest
abl
i
shedi
nOct
ober07/2015E.
[Link]
iHussei
nAbi
yui
slocat
edi
ncent
ral
par
tof
Et
hiopi
a,i
nOr
omi
aRegi
oni
nCent
ral
eastShawazoneatBat
utown,
inKebl
e02.
Iti
s
f
oundatabout163ki
l
omet
erf
rom t
hecapi
tal
Cit
yoft
hecount
ryAddi
sAbaba.I
tis
l
ocat
edont
hecr
osscount
ryr
oadwhi
chconnect
sAddi
sAbabawi
thmoj
oandMaki
amongt
heseCBEi
sthebestser
vicet
opr
ovi
dingi
nst
it
uti
ont
obeest
abl
i
shedi
nthe
t
own.I
tisest
abl
i
shedi
nFeb.
10/2014E.
C.

Commer
cial
BankofEt
hiopi
a(CBE)Haj
iHussei
nAbi
yubr
anchhasst
rongl
ybel
i
eves
andunder
standst
hatt
her
eisani
mpactoncommuni
ti
esandt
heenv
ironmentduei
ts
busi
nessact
ivi
ti
eswhi
chi
ntur
nwi
l
lhav
easi
gni
fi
cantr
iskoncr
edi
tli
nesandt
heov
eral
l
economi
cgr
owt
hoft
hecount
[Link]
eneedt
ubeacompr
ehensi
vepol
i
cyand
gui
del
i
nest
hati
ncor
por
atest
hebank’
sdi
rectandi
ndi
rectact
ivi
ti
eswhi
chcr
eat
es
i
mpactoneconomi
es,
communi
ti
esandenv
ironmenti
nwhi
chi
toper
ates.I
ngener
all
y
byadopt
ingandappl
yi
ngdi
ff
erentmoder
nwor
kingt
echni
quesCommer
cial
Bankof
Et
hiopi
ainHaj
iHussei
nAbi
yubr
ancht
ri
est
oachi
evei
tsVi
sion,
Missi
onandt
obr
ing
desi
redeconomi
cdev
elopmenti
nthecount
ry

2.
7.2Concl
usi
on

Gener
all
yaccor
dingt
othi
spr
act
icalat
tachmenthav
eshar
edv
isi
on,
missi
on,
obj
ect
ive,
str
ategy
,
pol
i
tics,t
oshar
epr
ocedur
esandt
oshar
erul
ersandr
egul
ati
onsar
emoder
atel
yst
rongi
nthe
[Link] r
elat
ion t
oint
ernalcommuni
cat
ion,openness and t
rust
,inf
ormat
ion f
oll
ow al
l
di
rect
ionsar
egoodandt
hebankempl
oyeesar
ebat
teref
fi
ciencyt
oachi
evet
heor
gani
zat
ional
goalandt
heyar
ebui
l
dbet
terr
elat
ionshi
pwi
theachot
her
.Itconcl
udedt
hatt
hebanki
nHaj
i
Hussei
nAbi
yu br
anchempl
oyeeswearhonest
,tr
anspar
ency
,responsi
bleandposi
ti
veat
ti
tude
f
ort
hei
rcust
omer
s,butIobser
vedt
heor
gani
zat
ioni
nthepr
act
icalat
tachmentont
heBankHaj
i
Hussei
nAbi
yubr
anchi
tssomel
i
mit
ati
onsordr
aw backt
hosear
eshor
tageofmat
eri
alsl
i
ke
comput
er,chai
randt
hecopynat
ionwasol
dandal
sot
hesoci
etywar
enotenoughknowl
edge
l
i
kei
nter
netbanki
ng,
mobi
l
ebanki
ng,
CBEbi
rret
[Link]
all
ythi
spr
act
icalat
tachmentcour
sei
s
i
mpor
tantt
oespeci
all
yundergr
aduat
est
udent
sbecausei
ncr
easet
hei
rsel
f-
conf
idenceand
howt
owor
kcooper
ati
ont
oot
her
set
c..
.

2.
7.3Recommendat
ion

Thest
udyr
ecommendst
hatt
hebankhav
est
rat
egi
cpl
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REFERENCES
 Theannual
repor
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hecompanyordocument
ati
on.

 Thei
nter
view;
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rom t
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ion.

 Thedai
l
yandweekl
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ivi
ti
es.

 Manageroft
heBank,
Obser
vat
ionandWr
it
tendocument
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hebank