The Contribution of Records Management T PDF

JIMMA UNIVERSITY
COLLEGE OF NATURAL SCIENCES

DEPARTMENT OF INFORMATION SCIENCE
THE CONTRIBUTION OF RECORDS MANAGEMENT TOWARDS

AN ORGANISATION’S COMPETITIVE PERFORMANCE IN CASE
OF COMMERCIAL BANK OF ETHIOPIA JIMMA MAIN BRANCH
BY
ZELEKEW BAKE
ADVISOR: CHALA DIRIBA (MSc)
JIMMA, ETHIOPIA
JUNE, 2015
JIMMA UNIVERSITY
COLLEGE OF NATURAL SCIENCES

AN ORGANISATION’S COMPETITIVE PERFORMANCEIN CASE
BY
ZELEKEW BAKE
ADVISOR: CHALA DIRIBA (MSc)
JIMMA, ETHIOPIA
JUNE, 2015
AN ORGANISATION’S COMPETITIVE PERFORMANCE IN CASE
BY
ZELEKEW BAKE
SUBMITTED TO DEPARTMENT OF INFORMATION SCIENCE, COLLEGE

OF NATURAL SCIENCES, JIMMA UNIVERSITY, IN MEETING THE
PRELIMINARY RESEARCH REQUIREMENT FOR PARTIAL
FULFILLMENT FOR THE AWARD OF DEGREE OF BACHELOR OF
SCIENCE IN INFORMATION SCIENCE
JIMMA UNIVERSITY
JUNE, 2015
APPROVAL SHEET
This research entitled “THE CONTRIBUTION OF RECORDS MANAGEMENT TOWARDS

AN ORGANISATION’S COMPETITIVE PERFORMANCE IN CASE OF COMMERCIAL
BANK OF ETHIOPIA JIMMA MAIN BRANCH” has been read and approved as meeting
the preliminary research requirement of Department of information science in partial
fulfillment for the award of degree of Bachelor of Science in information science, Jimma
University, Jimma, Ethiopia.
Student Name Signature Date
Zelekew Bake ___________ _______________
Advisor Signature Date
Chala Diriba (Msc) ___________ _______________
Examiner Signature Date
1.______________ ______________ _______________
2:________________ ________ ______ _______________
Research coordinator Signature Date
Amanuel Ayde (Msc) ______________ _______________
I
DEDICATION
I would like to dedicate this research work to my advisor who never failed to guide me, to my
friend she supports me in everything, to my friends who helped me finished this research, and
most of all to the Almighty God who gives me strength and good health while doing this.
II
ACKNOWLEDGMENT
First of all I would like to thanks the Almighty God who helped me to succeed in all my lives
long learn. Next, I would like to express my most sincere and whole hearted gratitude to my
advisor Chala Diriba (MSc) for his valuable assistance in providing his genuine, professional
advice in the preparation of this research project. Particularly form his professional advice the
researcher builds better understanding and knowledge on doing further researches in the future.
Finally, my honest thanks equally go to Mr. Kebebew Ayele Manger of commercial bank of
Ethiopia Jimma main branch, and all the employee of commercial bank of Ethiopia Jimma
main branch for their help in providing me valuable information concerning about commercial
bank of Ethiopia Jimma main branch record management system.
III
TABLE OF CONTENT
Content page
APPROVAL SHEET.......................................................................................................................... I
DEDICATION .................................................................................................................................. II
ACKNOWLEDGMENT .................................................................................................................. III
LIST OF TABLE ............................................................................................................................. VI
LIST OF FIGURE ........................................................................................................................... VII
ABSTRACT................................................................................................................................... VIII
CHAPTER ONE ............................................................................................................................... 1
1.0 INTRODUCTION ....................................................................................................................... 1
1.1 Background of the study .......................................................................................................... 1
1.2 Statement of the problem ......................................................................................................... 3
1.3 Research questions ................................................................................................................... 4
1.4 Objectives of the study ............................................................................................................. 4
1.4.1 General objective of the study ........................................................................................... 4
1.4.2 Specific objectives of the study ......................................................................................... 5
1.5 Scope and Limitation of the study ............................................................................................ 5
1.6 Significance of the study .......................................................................................................... 6
1.7 Operational definition of terms................................................................................................. 6
CHAPTER TWO .............................................................................................................................. 7
2.0 REVIEW OF LITERATURE ....................................................................................................... 7
2.1 Introduction ............................................................................................................................. 7
2.2 Records life cycle .................................................................................................................... 8
2.3 Records management ............................................................................................................. 10
2.4 Information User Behavior ..................................................................................................... 13
2.5 Competitive performance ....................................................................................................... 14
2.6 Role of records management in an organization ......................................................................... 14
2.7 Impact of information technological on records management ..................................................... 15
CHAPTER THREE ......................................................................................................................... 17
3.0 METHODOLOGY .................................................................................................................... 17
3.1 Introduction ........................................................................................................................... 17
3.2 Research design ..................................................................................................................... 17
3.3 Population of the study .......................................................................................................... 17
3.4 Study area and period............................................................................................................. 17
3.5 Source and type of data .......................................................................................................... 17
3.6 Sample size and sampling techniques ..................................................................................... 17
3.7 Method of data collection ....................................................................................................... 18
3.8 Instrumentation .................................................................................................................... 18
3.9 Data analysis.......................................................................................................................... 19
3.10 Ethical consideration ............................................................................................................ 19
CHAPTER FOUR ........................................................................................................................... 20
4.0 RESULTS AND DISCUSSIONS .............................................................................................. 20
4.1 Results ................................................................................................................................... 20
4.2 Discussion of findings ............................................................................................................ 37
CHAPTER FIVE ............................................................................................................................. 41
5.0 CONCLUSION AND RECOMMENDATION .......................................................................... 41
5.1 Conclusions ........................................................................................................................... 41
5.2 Recommendations.................................................................................................................. 42
REFERENCES................................................................................................................................ 43
APPENDIX ..................................................................................................................................... 46
LIST OF TABLE
Table page
Table 4.1: Distribution of respondents by Age ................................................................................. 21

Table 4.2: Work experience of respondents ...................................................................................... 21
Table 4.3: Educational Qualification of respondents ........................................................................ 22
Table 4.4: Positive impact of records management on decision making processin the bank .............. 26
Table 4.5: Consequence due to loss of records in the bank ............................................................... 27
Table 4.6: How can wisely handle record of the bank....................................................................... 28
Table 4.7: The contribution of record to assess the overall condition of the bank .............................. 30
Table 4.8: How the bank keeps record from revival in networked environment ................................ 31
Table 4.9: Recommendation, about the overall record management practice of the bank .................. 32
Table 4.10: Accessibility of Email and Internet in the bank .............................................................. 33
Table 4.11:Easy way to disseminate information about the bank ...................................................... 34
Table 4.12:Easy way to receive information about the bank ............................................................. 34
Table 4.13:Easy way to store and retrieve record in the bank ........................................................... 35
Table 4.14: Recommendation, about the effect of information technology in record management
practice of the bank ......................................................................................................................... 35
VI
LIST OF FIGURE
Figure page
Figure 2.1 Records life cycle ............................................................................................................. 8

Figure 4. 1: Sex of respondents ........................................................................................................ 21
Figure 4. 2: Working position of the Respondents ............................................................................ 22
Figure 4. 3: Importance of Record for the development of the bank.................................................. 23
Figure 4. 4: Filing system of commercial bank of Ethiopia Jimma main branch bank ....................... 23
Figure 4. 5: Filing frequency in commercial bank of Ethiopia Jimma main branch bank ................... 24
Figure 4. 6: Training relating to the filing system ............................................................................. 24
Figure 4. 7: Importance of record for the bank ................................................................................. 26
Figure 4. 8: Importance of record in decision making for the bank .................................................. 26
Figure 4. 9: Record contain secret about the bank ............................................................................ 28
Figure 4. 10: The importance of record to ensure accountability of the bank..................................... 29
Figure 4. 11: Financial record of the bank save the bank of from danger .......................................... 30
Figure 4. 12: Computer literacy of employ in the bank ..................................................................... 33
Figure 4. 13: Email use to receive and to send data about the bank ................................................... 34
VII
ABSTRACT
This research is on investigate the contribution of records management towards an

organization’s competitive performance in case of commercial bank of Ethiopia Jimma main
branch was conducted in order to find out the contribution of records management towards an
organization’s competitive performance in case of commercial bank of Ethiopia Jimma main
branch and to find how records management contributes to organization’s competitive survival.
The study was important to solve the problem that is related to record management practice in
commercial bank of Ethiopia Jimma main branch. Survey study design was used to conduct
this research. Primary and secondary data collection methods were used in this research. Data
analysis shall be made through descriptive statistics; using graphs and bar charts. The
instruments for data collections were interview and questionnaire. These methods will help the
researchers in collecting information from the employee of a bank. Secondary data were
directly obtained from internet. Finally, using descriptive analysis in the research was
explained. The result of the study is that is, 50 (100%), has shown that records management
plays a great role in ensuring the development of the bank and record is the major resources of
the bank. 28(56%) employee sometimes file documents created while performing business
transactions in commercial bank of Ethiopia Jimma main branch. Training, 15 (30%), of is not
provided for the staffs even in regarding record management.50 (100%), the communication
system in an organization affect the information dissemination process. 50(100%), information
technology (IT) improve the records management function in commercial bank of Ethiopia
Jimma main branch. 50(100%), during decision making, record help to decide important
decision to the commercial bank of Ethiopia Jimma main branch and the bank take advantage
over competitor. The study concluded that, in information age, records management play great
role for bank to adapt or to survive and to compute in global world. Finally, the researcher
recommends to the bank that, every useful record should keep properly because record is
important for the development of the bank. . .
VIII
CHAPTER ONE
1.0 INTRODUCTION
1.1 Background of the study
The record is considered as any type of recorded information, regardless of the physical form
or characteristics, created, received or even maintained by a person, institution or organization.
It is considered as extensions of the human memory, purposely created to record the
information, document transactions, communicate thoughts, substantiate claims, advance
explanations, offer justifications, as well as providing lasting evidence of events. That is why
human has a great need to create as well as store information, in order to retrieve and transmit
it, that will help to establish tangible connections with the past (Cox , 2001).
Records management is a professional practice that control manage, utilize record in

organization. Record management practice in organization also control manage and utilize
record of organization for the purpose of organization. It starts from creation to disposition of
record i.e. throughout the records life-cycle. This work includes identifying, classifying,
prioritizing, storing, securing, archiving, preserving, retrieving, tracking and destroying of
records. Record keeping is about the management of records from creation to disposal (Reed
2005).
Information is always considered as one of the most important aspect of any organization,
because it is used in decision-making as well as legal aspects and protections. Every business
has records that are important and vital to its everyday operation as well as its very existence.
As of today, in a very competitive environment, it is important that an organization must be
able to continue its operations during an emergency situation, and must be able to resume its
important and main business functions and operates in order as well as timely manner,
particularly, after man-made or natural disaster. Plans and actions must be taken in order to
preserve the ability of the organization to continue their business operations that could help
them to prove their management as well as gain the confidence and trust of their customers
regarding their salvation during the event of a disaster (Sampson, 2009).
Organizations should have a unique understanding of what needs to be kept as a record, for
how long and what needs to be destroyed. This understanding is defined in a file plan. The file
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plan or what is sometimes referred to as a record plan, group records on the same subject and
allocates record numbers to ensure that related records are either shelved together (or in
electronic systems filed together) and automatically assigned a retention schedule. This usually
necessitates the development of a thesaurus or taxonomy to categorize records and/or
documents in a common and/or standard way. The preservation of records is an essential task
for any agency, corporation or organization. Successfully combine and tracking information
systems allow an individual or group to access needed records with ease and efficiency
(Egwunyenga, 2009).
Information in every organization’s most basic and essential asset, and in common with any
other business asset, recorded information requires effective management. Records
management ensures information can be accessed easily, can be destroyed easily when no
longer needed, and enables organizations not only to function on a day to day basis, but also to
fulfill legal and financial requirements (Lee, 2009).
Discontinuous change has become one of the major characteristics of the Ethiopian
environment. Such an unstable dynamic environment where continuous change is a normal
occurrence necessitates an appropriate response in order to gain, regain or sustain a competitive
advantage. Organizations in Ethiopian are therefore gradually realizing that there should be
major changes on how they deploy their strategic resources to transform the organization into
something new, totally different from what it has been before. Strategic transformation actions
can however, only be sustained if backed by excellent information systems (including a system
to manage the internal records of the organization) (Deribie, 2013).
The smallest number of organizations in Ethiopia has record management departments, and
manages record wisely. Records management has gradually developed from a paper-based
record management to electronic record management. Each record management departments
is responsible for the storage of an organization’s documents (Shibru, 2012).
Records enable and support an organization work to fulfill its mission. Every organization,
must keep record properly, in order to achieving the organization's goals. Since records contain
information, so record is a valuable resource to the organization. It is essential to organization
in order to make decision easy about organization, so if the decision of the organization is good
at every time the organization easily computes with other organization (Makhura, 2005).
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The service provided by records management is vital to commercial bank of Ethiopia Jimma
main branch, and to every information-using employee in it. Its primary function is to facilitate
the free flow of records through an organization, to ensure that information is available rapidly
where and when it is needed. To carry out this function needs an efficient, effective records
management programme in this organization. By helping the users to do their jobs better and
more easily, the records manager provide service to the organization in case of record services.
Given that an organization’s records are unique to it, they need to be managed explicitly, just
as the organization would manage its other resources i.e. its people, money and estate (Bekele,
2008).
With its focus on daily activities, records management is very important for the survival of
commercial bank of Ethiopia Jimma main branch. Currently, commercial bank of Ethiopia
Jimma main branch has a section that deals with records management in particular. There are
numerous records about the customer, staff members of commercial bank of Ethiopia Jimma
main branch which needs to be kept safe for future reference in order to compute with other
business banks. It is only through a proper records management system that the administration
of such records can be assured.
1.2 Statement of the problem
In bank the rate at which records are supplied to the end user has increased greatly as a result
of technological advancement, in addition, the speed at which information is flowing from
employer to employee at times makes it difficult for an employee to ensure that all records
have been read before attempting to destroy them (Cleophas and Kemoni, 2010).
Some of the business transaction record sent by the employer to the employee is so important,
if this record is destroyed without being read by employee, this cause some problem with the
operation of the organization. In these case if organization is not manage record wisely the
organization is out of information, so organization is not compute with other organization.
In effective record management practice in commercial bank of Ethiopia Jimma main branch
affect the growth of the bank. In this area every record must be kept properly because every
record is related or directly related with the business. If one record is loss it directly affects the
development of bank. Ignorance of such business transaction record may affect the competitive
performance of an organization. This mean that information in the form of records is used by
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organizations via employees as a strategic weapon to gain a competitive advantage for the
organization that creates, receives and uses them effectively (Elizabeth, 2009).
Even if increased performance and speed decision-making were the motive behind electronic
communication devices, it remains difficult for commercial bank of Ethiopia Jimma main
branch to take quicker decisions and increase its performance due to the behavior of end-users
after receiving information. Some staff members may delete documents on arrival while others
do not have time to visit the organization’s Intranet.
Such action ends up affecting the speed at which a decision is taken for competitive survival.
Uninformed employees often unwittingly operate in opposition to an organization’s procedure.
It therefore opens doors for competitor to use the opportunity to gain a competitive advantage
against the organization in question.
Commercial bank of Ethiopia give bank service to the entire country, due to this cause
commercial bank of Ethiopia open many branch in the country. Commercial bank of Ethiopia
Jimma main branch is one branch of the commercial bank of Ethiopia. In this cause there is
problem in management and preserving record properly (Fekadu, 2014).
1.3 Research questions
The main concern for this study is to identify how records management can contribute to an
organization’s competitive performance. This is addressed through the following research sub-
questions:
 How can records management contribute to organization’s competitive survival?

 How can the communication system in an organization affect the information
dissemination process?
 How can Information Technology (IT) improve the records management function
in an organization?
1.4 Objectives of the study
The objectives of this study are divided into two: this is general objective and specific objective.
1.4.1 General objective of the study
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The general objective of the study is to assess the contribution of records management towards
an organization’s competitive performance in case of commercial bank of Ethiopia Jimma main
branch.
1.4.2 Specific objectives of the study
The specific objectives are:

 To know how records management contribute to organization’s competitive
survival.
 To know how the communication system in an organization affect the information
dissemination process.
 To know how Information Technology (IT) improve the records management
function in an organization.
1.5 Scope and Limitation of the study
The study is about the contribution of record management towards on organization’s

competitive performance. This study is going to be conducted in commercial bank of Ethiopia,
in 2007 from January to June. To conduct this research uses a survey research method.
The population of the study is limited to commercial bank of Ethiopia Jimma main branch
employee, not concerning customer of commercial bank of Ethiopia Jimma main branch. There
are many branch of commercial bank of Ethiopia in Jimma zone, but the study is only limited
to commercial bank of Ethiopia Jimma main branch.
Because of time and budget constraint the sample size of the study is only 50. The researcher
does not use pilot test questionnaire before the actual questionnaire distributed to population.
Because of this many open ended questionnaire is not properly answered, and blank space is
not filed and it have its own effect on research. Populations mostly want to answer closed ended
question regarding contribution of records management towards on organization’s competitive
performance in case of commercial bank of Ethiopia Jimma main branch.
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1.6 Significance of the study
The study is important to solve the problems that related to record management practice in
commercial bank of Ethiopia Jimma main branch. The study show that the effect of record
management in organization competitive performance so commercial bank of Ethiopia Jimma
main branch take its measurement to handle record properly in order to compute with other
bank organization. If the bank is developed, the services provided by the bank also advance,
so; the community use the advanced service. The study by suggesting solutions to the existing
problems related to record management in organization.
Finally, the study will also serve as a stepping stone for those individuals interested to
undertake further study in the future.
1.7 Operational definition of terms
Competitive performance: Competitive performance branch from the many discrete activities
of an organization performs in producing, marketing, distributing and technically supporting
its products and services.
Information management: Information management entails the management of all the
information in an organization as well as the management of the people, hardware, software
and systems that produce the information.
Information user behavior: The behavior of the user that is related with the information
usage.
Record: Is a document that contains information about event, result achieved, or statement
made.
Records management: Records management is the management of the records created or
received by an organization
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CHAPTER TWO
2.0 REVIEW OF LITERATURE

2.1 Introduction
Although the existence of records management may be as old as the organizations

themselves, most organizations are still not sure about the role that records management plays
in their daily operation. This raises serious concerns as to whether the role of records
management is reflected in the plans of any of these organizations.
Even though most organizations appear not to take records management seriously, there are
those who are trying their best to save their records the only aim being quicker and easier access
to information. If records are properly managed, it becomes very easy to locate any record, if
the necessary information is available.
Apart from quick and easy access to information, records management also has a role to play
in promoting an organization’s competitive position. Lack of attention to records management
can, therefore, negatively affect the survival of an organization against its competitors. Perhaps
organizations that lack interest in proper records management do not know how to manage
them. Records management is concerned with the generation, receipt, processing, storage,
retrieval, distribution, usage and retirement of records (Reed, 2005). It encompasses a wide
variety of activities and sub-disciplines, such as the management of mail, correspondence,
reports, copies, forms and directives. In support of the above definition, Quible (2009) indicates
that the ever-increasing volume of an organization’s records that must be maintained requires
their efficient management. A well-designed, efficient records management program can
significantly reduce an organization’s operational costs.
The service provided by records management is vital to any organization, and to every
information-using employee in it. Its primary function is to facilitate the free flow of records
through an organization, to ensure that information is available rapidly where and when it is
needed. To carry out this function needs an efficient, effective records management
programme. By helping the users to do their jobs better and more easily, the records manager
serves the organization. Given that an organization’s records are unique to it, they need to be
managed explicitly, just as the organization would manage its other resources i.e. its people,
money and estate.
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2.2 Records life cycle
According to Brigl and winter (2004), Management is furthermore a systematic, organized,
planned and controlled process of managing or tracking the life cycle of records. A record can
be a tangible paper object or it can be in digital or electronic form. Records can be kept on
financial, medical, informative, formal documents, office documents, payroll, government
forms and emails among hundreds of other types of records.
Records management addresses the three phases of the life cycle of records: The creation or
the receipt of a record; the maintenance, safe storage, retrieval, or general use of a record; the
disposal of a record. The Lifecycle is consists of three phases: creation, use and maintenance
and disposition.
Figure 2.1Records life cycle
Creation or receipt of records is what creates the demand for records management. Be it an
employment application, an invoice or an inventory control report, once the record has been
created, all other operations or management functions for that record have to be employed. One
function of the records management process is to determine the flow of the record once it has
been created or received. Who has to view the record? Where the record goes does after
everyone has viewed or acted upon the record (such as recording a payment on account)? Who
is responsible for ensuring the safe storage of the record? All of these questions need well
communicated answers.
Maintaining the record involves developing operations to store the record. A number of
considerations have to be realized when storing records, including making the record available
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for retrieval by those who need to reference the information or have access to the personal
nature of the record. The other side of making the record available is denoting who cannot have
access to the record.
When the record is out of its storage, it is vital to good records management to have a system
in place to determine who has the record, where they have the record and when they intend to
return the record. Ensuring the proper return of the record is also an important part of the
records management system.
Safe storage of records may include storing digital copies of each record off premises in another
office or in a safe deposit box at the bank. Records should be stored in a dry, cool location to
prevent damage to either paper or electronic copies. Archival processes are part of the
maintenance phase of records management. Determining when a record becomes eligible for
archiving is part of records management. Selecting where the records are archived and how
long the records are archived are also part of this function. Some records such as historical
records may be kept for the life and sometimes beyond of the company. For cities, states, and
townships, historical records may have to be stored for an indefinite amount of time.
Disposing of records in the proper time frame is critical. Disposing of most records should be
completed by shredding. Considerations for disposal include determining how long the record
has to be stored. The time frame for keeping records is dependent upon the nature of the record.
Some record storage is dictated by government regulations such as tax records, some by banks
for loan management and some by legal guidelines such as incorporation papers.
It also includes determining how records are disposed of such as by shredding within the
company or hiring an outside company to shred and developing a tracking system of disposal
can also be helpful. Listing which records by category were disposed of, how they were
disposed of and where can be beneficial to long term records management. Further,
implementing a sign-off mechanism for records disposal can help ensure everyone who needs
to know does know before any records are destroyed.
Other Considerations for Records Management: Several other options to accommodate with a
records management system include documenting and communicating the policies and
procedures associated with all records management, developing and implementing control
mechanisms and procedures for every phase of records management and keeping the records
management systems simple and easy to communicate and easy to manage.
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2.3 Records management
According to Hodgson (2010) Records management means the planning, controlling, directing,
organizing, training, promoting, and other managerial activities involved with respect to
records creation, maintenance, use, and disposition in order to achieve adequate and proper
documentation of the policies and transactions of the Federal Government and effective and
economical management of agency operations.
An objective of managing records is: accurately and completely document the policies and
transactions of the Federal Government; control the quantity and quality of records produced
by the Federal Government; establish and maintain mechanisms of control with respect to
records creation in order to prevent the creation of unnecessary records and with respect to the
effective and economical operations of an agency; simplify the activities, systems, and
processes of records creation and of records maintenance and use; preserve and dispose of
records in accordance with the governing statutes; direct continuing attention to records from
their initial creation to their final disposition, with particular emphasis on the prevention of
unnecessary Federal paperwork; Further states that records management is based on the
premise that records require managing, in the same sense that other local governmental
resources need managing. Records management should be regarded as important as other
governmental operations.
According to Hodgson (2010) records management refers to those tools for managing the
location of records within an organization. 'Records' includes all books, papers, maps,
photographs, machine-readable materials, or other documentary materials, regardless of
physical form or characteristics, made or received by an organization. Records Management
does not deal with the content of the records but simply their identity and location. A records
management system makes possible, "the efficient and systematic control of receipt,
maintenance, use and disposition of records, including processes for and maintaining evidence
and information about business activities and transactions in the form of records."
According to Mnjama (2003), Records management is a way of looking at how records are
created, used, maintained and ultimately disposed of. The objectives in managing public
records are to make the records serve the purpose for which they were created as cheaply and
effectively as possible, and to make a proper disposition of them after they have served those
purposes.
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Elements of records management
The basic elements of a records management system are a classification system, Policy and
Procedures, retention, disposition and training of staffs.
Records Management Policy and Procedures
According to Sampson (2009) records Managers should develop and implement records
management policies, which are endorsed by the head of the governmental bodies and their top
management teams, as well as by the National Archives and Records Service. Adherence to
these policies should be continuously monitored and the policies should be reviewed on an
annual basis. The records management policy should be backed by the governmental body’s
records management procedures, which are simplified to guide officials of an organization at
large on acceptable records management practices.
Records Classification Systems
One of the most important tasks in organizing records is to establish a record classification
scheme. A record classification scheme is a grouping of records by business function, record
class, and record type as a way of dealing more practically with high volumes of records.
Record classification schemes provide a basis for making correct decisions about the records.
Many companies can establish ten (or fewer) broad record functions, such as Operations,
Accounting, Financial, Tax, and Legal. These top-level record functions are broken-down into
record classes, which are, in turn, broken down into record types
Organizations need the ability to access records by multiple indexing parameters such as
subject matter (content and context), record creator, intended recipient, date, etc. Proper
indexing methods are one of the easiest ways to recognize significant returns on investment.
Well-indexed records ensure easy access and reduced time and financial cost. Poor indexing
methods will result in additional fees and more labor expended. The inability to satisfy record
retrieval requirements can result in major fines, increased litigation, and the degradation of
overall service quality within an organization. Access and indexing are dependent on one
another because the records must be properly organized to enable timely, accurate, and
controlled access. Just as an index in a book directs the reader to a specific page, a records
index directs the record user to a particular place where the required information is located.
The location may be a paper or microfilm filing system or an electronic storage location, such
11
as a network directory or electronic document management system. Once the record location
is identified, access can be authorized by various security controls.
All record keeping arrangements should provide metadata to enable the arrangements and the
records to be understood and to be operated efficiently, and to provide an administrative context
for effective management of the records. Also this should include a set of rules for referencing,
titling, indexing and security marking of records. These should be easily understood and
should enable the efficient retrieval of information
Disposal Program
Records Managers should determine retention periods for all records apply for the disposal
authority from the National Archives and Records Service and ensure that disposal authorities
are carried out on a regular basis. Excessive retention of records will cause difficulties in
retrieving records and will result in space problems.
Training
Records managers and records office staff should be equipped with the necessary skills to
enable them to carry out their functions properly. Records Managers should in turn ensure that
all staff members of an institution are conversant with proper registry procedures and that they
are capable of reading the filing system and allocate file numbers.
Benefits of record management
According to McKemmish (2005), records management is a key driver in increasing

organizational efficiency and offers significant business benefits: improves the use of staff time
by reducing the time spent looking for information. The reduction is achieved because
information can be retrieved quickly and reliably. A number of organizations have tried to
calculate how much staff time is spent retrieving information. Better access to information also
improves decision-making; reduces the unnecessary duplication of information. By reducing
the amount of unnecessary information held it is easier for individuals to concentrate on
managing the necessary information for which they are responsible; identifies how long records
need to be kept before they can be destroyed, or transferred to the organization Archive and by
doing so it reduces the costs associated with retaining unnecessary information, such as storage
costs, server costs and costs associated with servicing information requests for information that
the organization does not need to keep; optimizes the legal admissibility of our records and by
doing so will protects individuals and the Organization from malicious litigation, as society
12
becomes increasingly litigious. Legal admissibility is optimized when we can demonstrate the
authenticity of records. As electronic records is increasingly becoming the “golden copy”, and
as records in this format present special challenges it is important that proper consideration is
given to the legal admissibility of our records; identifies how long records are needed and by
doing so identify those records that are needed in the medium and long term. When those
records are held in electronic format it is crucial that they are identified as soon as possible to
protect them from loss. Electronic records are increasingly difficult to access over time because
of hardware obsolescence, software updates and storage media failure. Records management
identifies those records that need to be protected for future use and implements appropriate
protection methods.
2.4 Information User Behavior
In view of the society in which employees finds themselves, it is increasingly important for
them to become information literate. An information literate person realizes the need for
information. It therefore becomes his/her responsibility to search, evaluate and use the
information needed for survival effectively (Makizana, 2010).
Organizations are increasingly faced with problems of user behavior, which need to be
addressed as a means of ensuring effective service delivery and full access to facilities. In view
of employees’ constitutional right to information access, it remains the responsibility of
organizations to establish and maintain a favorable information-searching environment for
their employees as users of the records produced from within (Palmer, 2000).
The concept information user behavior is defined by Makizana (2010) as the need for
information, searching mechanisms and environmental factors affecting the individual’s way
of responding to the information need. The term ‘information user behavior’ may include the
information-seeking strategy and the needs of the user. Furthermore, Huotari and Wilson
(2009) approach information user behavior as a totality of behaviors (active and passive) that
users engage in to gain access to, organize and use information.
Albrecht (2003) further describe information user behavior as things human beings do in
working with data and information. This includes recording information either manually or by
computer, looking for information from various sources, summarizing or interpreting,
acquiring and disseminating information from and to others. Information user behavior
13
includes managing one’s own work priorities and keeping records needed for performing one’s
own job.
For the purpose of this study, the concept information user behavior is viewed as the reaction
of employees to business records at their disposal. Their reaction is associated with the concept
‘behavior’. Because records are created with the sole aim of imparting information, the concept
record is therefore in this study associated with information. The aim of the record is to deliver
information from the creator to the receiver.
2.5 Competitive performance

Competitive performance stems from the many discrete activities an organization performs in
producing, marketing, distributing and technically supporting its products and services. Each
of these activities contributes to the relative cost position of an organization and creates a basis
for differentiation between organizations (Kallaus, 2009). An organization gains competitive
advantage by performing strategically important activities more effectively than its
competitors.
Porter (2012) argues that an organization’s competitiveness depends on its capability to use
and exploit innovative technologies, which may affect the cost position or differentiation of an
organization at home or abroad. He attributes much of the success of the Japanese economy
not to abundant supplies of natural resources, but their ability to innovate and automate.
Successful organizations therefore recognize the value of managing their information assets
efficiently and effectively. They understand that, to assure their future, these information assets
should receive the same level of attention and commitment as any other corporate asset. The
effective handling of critical information resources can make all the difference in an
organization’s survival against aggressive competitors (Martin, 2006).
For the purpose of this study, competitive performance is approached within the context of
sound records within an organization. It is based on the notion that records are a corporate
memory of an organization. It is therefore argued that poor records management is risky in a
competitive environment whereby rivals utilize the opportunity to survive. Constructive
decisions are based on previous actions whether positive or negative, organization without
history can therefore hardly predict its future.
2.6 Role of records management in an organization

According to Martin (2006) the importance of records management is increasingly being
14
recognized in organizations. It is therefore the responsibility of records managers to ensure that
they gain the attention of decision-makers in their organizations. Gaining recognition is all
about convincing management of the role of records management as enabling unit in an
organization.
Employees require information in order to carry out their official duties and responsibilities
efficiently and effectively in a transparent manner. Records represent major sources of
information and are almost the only reliable and legally verifiable source of data that can serve
as evidence of decisions, actions and transactions in an organization (Porter, 2012). According
to Porter (2012), the role of records management is to ensure that members of staff involved in
different operations have the information they need, when necessary.
Among their other purposes, records also act as raw materials for research in various
disciplines, including scientific research, which is an important ingredient of socioeconomic
development. Furthermore, records can be used as an information resource for strategic
planning purposes. The service provided by records management is therefore of vital
importance to both employees (end users) and organizational success. As outlined earlier, the
primary function of records management is to facilitate the free flow of records throughout the
entire organization. Most importantly, it remains the function of records management to ensure
that an organization’s records are safe for future reference (Porter, 2012).
2.7 Impact of information technological on records management
Since 1978, with the introduction of the earliest dedicated word processing computers, records
management gradually shifted from manual to electronic format. For the first time records were
being stored and maintained electronically. With rapid adoption of electronic commerce, the
transition from paper to electronic records accelerated at a faster rate than ever expected
(Kallaus, 2009).
Given the above statement, it is safe to indicate that the introduction of information technology
has drastically turned around the normal operation of most organizations. It has somehow taken
over some of the functions normally performed by human beings. Records management is no
exception in this regard. It has changed from manual to electronic format. Messages are no
longer disseminated through printed letters or circulars, but electronically via electronic mail,
Intranet and Internet instead. Corporate information has moved from paper memoranda and
15
letters to e-mail messages. It remains the responsibility of the organization to ensure proper
management of those records.
In support of the above statement, Albrecht (2003) emphasizes the use of computers for sending
messages, doing electronic banking transactions and preparing articles on personal computers
(PCs). Although technology is difficult to cope with, electronic records systems brought along
the following benefits compared to a manual records management system:
 Improved retrieval of information.

 Quicker and cheaper dissemination of records.
 Ability for multiple usage of the same record.
The above statement is fully supported by Cain (2002), who further indicates that electronic
records provide users with improved and smooth access to electronic information. The impact
of technology on organizations and their records management system is not a new
phenomenon. Telegraphs, typewriters and telephones had long been introduced and drastically
altered the way business was done and records were kept.
The advent of computers altered records management even further. Nevertheless, the purpose
of technology in records management is to ensure easy access, more efficient and less costly
information handling. Digital technology has been the major driving force behind the
transformation in records management (Albrecht, 2003).
16
CHAPTER THREE
3.0 METHODOLOGY
3.1 Introduction
The purpose of this chapter is to present the methods and procedures used in carrying out the
study. Attempt has been made to describe research design, ethical consideration, study area
and period and method of data collection.
3.2 Research design

A survey study design was conducted to assess the contribution of records management
towards an organization’s competitive performance in case of commercial bank of Ethiopia
Jimma main branch. Because survey design is simple, least cost and conducted in a short period
of time.
3.3 Population of the study

The total commercial bank of Ethiopia Jimma main branch workers are 120 in number and
from this population 50 respondents have been selected as a sample.
3.4 Study area and period

The study was conducted in commercial bank of Ethiopia Jimma main branch, on 2007 from
January to June. Commercial bank of Ethiopia Jimma main branch is one branch of commercial
bank of Ethiopia that gives bank services to Jimma community. Commercial bank of Ethiopia
has other branch in Jimma zone but, commercial bank of Ethiopia Jimma main branch is the
largest branch in Jimma zone.
3.5 Source and type of data
The source of data in this study was both primary source and secondary source. It especially
the major sources of data was primary source, because in the study the researcher use questioner
and interview that is related to record management in the bank. The researcher also use
secondary source like reading record management policy of the bank.
3.6 Sample size and sampling techniques

By using raosoft sample size calculator from total population of 120, confidence level 64 %,
error tolerance 5%, and response distribution 50%. Then the sample size was 50. The sample
size of this study comprises 50 respondents. This means 3 respondents from commercial bank
17
of Ethiopia Jimma main branch Record management staffs and 47 respondents from the bank
staff at general were selected as a sample size.
Simple random sampling technique and purposive sampling technique was applied. Simple
random sampling technique was used to select only 47 respondent and purposive sampling
technique was used to select 3 record manager employee from the respondents. From the total
population 42% was selected as a sample size.
Raosoft sample size calculator calculate using sample size formula. In formula, in terms of the
numbers you selected above, the sample size n and margin of error E are given by:
x = Z(c/100)2r(100-r)
n = N x/((N-1)E2 + x)
E = Sqrt[(N - n)x/n(N-1)]
Where N is the population size, r is the fraction of responses that you are interested in, and
Z(c/100) is the critical value for the confidence level c.
In this study, 50 samples of the population have been selected. Because of cost the researcher
takes sample from the total population, it is easy to collect data from the sample, and it is easy
to conduct research in short period of time. Because of these reason researchers take sample
from total population.
3.7 Method of data collection

The methods of data collection have through the use of the following instruments:
questionnaire and interview.
3.8 Instrumentation
Questionnaire: It was used to assess practice of record management in commercial bank of
Ethiopia Jimma main branch and the use of record in the competitive performance to other
bank. The questionnaire is distributed to the record management staff and the service provider
to the customer. After that the responses of the record management staff and service provider
to the customer is collected. According to the responses of the record management staff and
service provider to the customer the researcher answer the research questions.
18
Interview: It was conducted with the record management employee in commercial bank of
Ethiopia Jimma main branch. The researcher Interview the record management staff and
service provider to the customer of commercial bank of Ethiopian Jimma main branch about
the overall record management system of the organization.
3.9 Data analysis
Qualitative data analyses have been used to analyze interview and questionnaire interpreted
quantitatively. And a descriptive statistics have been applied using table and graphs. The
researcher describes the analysis in simple and understandable way based on the question
integrating with the discussion and the respondents view about the responses.
3.10 Ethical consideration
Letter of cooperation was obtained from Jimma university Department of Information science
to the respective bank included in the study.
Finally, respondents have been requested for their verbal consent to participate in the study
after informing their participation is entirely based on their willingness to do so. Thereafter,
detailed explanations have been given on the purpose of the study including the benefit of the
study. Moreover, confidentiality have assured for the information provided by using coding
system rather than stating the name of study participants.
19
CHAPTERFOUR
4.0 RESULTS AND DISCUSSIONS

This chapter deals with analysis, interpretation, results and discussion of data collected from
respondents.
4.1 Results
Data analysis is a practice in which raw data is ordered and organized so that, useful
information can be extracted from it. Quantitative data analysis was used to analyse and
interpret table and graph. To interpret interview the researcher was used qualitative data
analysis method. The process of organizing and thinking about data is a key to understanding
what the data does and does not contain. Tables graph and textual write-ups of data are all
forms of the data analysis. These methods are designed for processing and extracting the data,
so that information collected can be interesting information for the development of the bank.
4.1.1 Response rate of socio demographic information

Questions like age, sex and educational status were asked. The questionnaires were distributed
to a sample of 50(100%) respondents in commercial bank of Ethiopian Jimma main branch.
Out of 50(100%) respondents, 25(50%) were male and 25 (50%) were female. Among those
respondents for whom the questionnaires were distributed 47(94%) respondents were other
department or section of the bank; while 3(6%) respondents were record management staff.
Therefore, the number of respondents were enough to represents the total population. Thus, the
methods used to collect have enabled the researchers to get reliable information about the study
area. All 50 questionnaires were distributed and collected then the result is discussed.
4.1.1.1: Respondent sex
60
50
50
40
30 25 25
20
10 100%
50% 50%
0
Male Female Total
Frequency Percentage
20
Figure 4. 1: Sex of respondents
The figure 4.1above, shows that, out of the total number of respondents from commercial bank
of Ethiopian Jimma main branch, 25 (50%) were male while 25(50%) were female. That is to
say that, the male and female employee have equal in number in the commercial bank of
Ethiopian Jimma main branch.
4.1.1.2: Respondents age
Table 4.1: Distribution of respondents by Age
S/N Age range Frequency Percentage (%)

1 20 – 30 years 18 36%
2 31 – 40 years 27 54%
3 41and above 5 10%
Total 50 100%
From the above table 4.1above, in view of the response of the respondents it was indicated that,
most of the respondents are 31 – 40 years representing 27 (54%) which form the majority of
the respondents working in commercial bank of Ethiopia Jimma main branch, followed by 20-
30 years representing 18(36%) respondent, followed by 41 and above years representing
5(10%) respondents. From this the researcher conclude that, most employee in commercial
bank of Ethiopia Jimma main branch age of 31 up to 40.
4.1.1.3: Work experience of respondents

Table 4.2: Work experience of respondents
S/N Work Frequency Percentage (%)

experience
1 Less than a year 4 8%
2 1-3years 34 68%
3 4-10year 11 22%
4 More than 10 1 2%
Total 100% 100%
From the above table 4.2 above, in view of the response of the respondents it was indicated
that, most of the respondents are a work experience 1-3 years representing 34(68%) which form
the majority of the respondents have 1-3 years’ work experience in the commercial bank of
21
Ethiopia Jimma main branch, followed by 4 – 10 years representing 11 (22%) respondents,
followed by less than a year’s representing 4 (8%), while more than 10representing 1(2%)
respectively. From this the researcher conclude that, most employee in the bank work
experience of one up to three years.
4.1.1.4: Working position of the Respondents
2% Bank clerk
2% 2% 2%
Auditors
4%
Data processing
6% officer
34%
Credit analyst
6%
Record officer
10% Loan officer
Teller
10% Branch manager
22%
Trust officer
Figure 4. 2: Working position of the Respondents
As shown on figure. 4.2 above , 17 (34%) of the respondent were bank clerk, 11 (22%) of the
respondent were auditors, 5 (10%) of the respondent were data processing officer , 5 (10%) of
the respondent were credit analyst, 3(6%), of the respondent were record officer, 3 (6%) of the
respondent were loan officer, 2 (4%) of the respondent were teller, 1 (2%) of the respondent
were branch manager, 1 (2%) of the respondent were trust officer, 1 (2%) of the respondent
were supervisor, 1 (2%) of the respondent were customer relation officer. From this the
researcher conclude that, most worker in the bank is bank clerk.
4.1.1.5: Education Qualification of respondents
Table 4.3: Educational Qualification of respondents
S/N Qualification Frequency Percentage

1 Diploma 0 0%
2 Degree 38 76%
3 Master 12 24%
4 Others 0 0%
22
5 Total 50 100%
From the above table 4.3 above, in view of the response of the respondents it was indicated
that, most of the respondent’s educational qualification of respondents is degree 38 (76);
followed by 12 (24%) respondents that, have master. From this the researcher conclude that,
in the bank employee have high educational qualification.
4.1.2.1: Importance of record for the development of the bank
60 50 50
40
20
100% 0 0% 100%
0
Yes No Total
Figure 4. 3: Importance of Record for the development of the bank
As show in the figure 4.3 above, from the total number of 50 respondents, all 50 (100%) said
that, records were an important resource for the management activity of the whole system of
the bank. From this the researcher realized that, record is the importance resources for the
development of the bank.
4.1.2.2: Filing system of commercial bank of Ethiopia Jimma main branch bank
No Not sure
0% 2%
Yes
No
Not sure
Yes
98%
Figure 4. 4: Filing system of commercial bank of Ethiopia Jimma main branch bank
As show in the figure4.4 above, from the total number of 50 respondents, 49 (89%) said that,
commercial bank of Ethiopia Jimma main branch bank have formal filing system, but 1 (2%)
23
of respondent said that, not sure. From this the researcher realized that, the bank have formal
filing system.
4.1.2.3: Filing frequency in commercial bank of Ethiopia Jimma main branch bank
30 28
25 22
20
15
10
5 56.00% 44.00% 0 0.00%
0
Always Sometimes Never
Figure 4. 5: Filing frequency in commercial bank of Ethiopia Jimma main branch bank
commercial bank of Ethiopia Jimma main branch bank file sometimes, but 22 (44%) of
respondent said that, file always. From this the researcher realized that, the bank always keep
important record.
4.1.2.4: Training relating to the filing system
30%
Yes
NO
70%
Figure 4. 6: Training relating to the filing system
receive training in the management of record, but 15 (30%) of respondent said that, not receive
24
tanning in the management of record. The researcher concluded that, receive training in the
record management is important in order to manage bank record efficiently and effectively.
From this the researcher concluded that, every employee must receive on the management of
record in both electronic and manual record, because record is vital resources of the bank.
4.1.2.5: Recommendation of employee in relation to documents/ records disposal
Table 4.7: Recommendation of employee in relation to documents/ records disposal
Records disposal Frequency Percentages
Creating awareness about the value of record 10 20%

Awareness or training in disposing records 9 18%
If dispose unintentionally the system prepare 8 16%
recovery plan must set
Identify values of records 5 10%
No response 18 36%
Total 50 100%
Records management processes are the responsibility of all member of the bank. To be a record
is managed properly there should be some policy or guideline line is required. In addition to
this records management personnel’s should be qualified professionals with the records
management profession. The sum of all these issues enables the bank to provide effective and
efficient service to its customers in a specific period of time. According to the bank employee,
32 (64%), of respondents recommendation in relation to documents/ records disposal in
commercial bank of Ethiopian Jimma main branch summarized as below. The rest 18 (36%),
of respondents left the space blank: -Considering this the researcher concluded that, there are
many works requires to be done in the bank to achieve its goal. Creating awareness about the
value of record, training of staffs, If dispose unintentionally the system prepare recovery plan
must set, Identifying most valuable records to be preserved securely and making to be retrieved
quickly, creation of a greater awareness to all of the staff on the importance of records and
others. Performing and implementing some of these points it is possible to remove problems
that were related to disposing of records.
4.1.2.6: Importance of record for the bank
25
60 50 50
40
20
100% 0 0% 100%
0
Yes No Total
Figure 4. 7: Importance of record for the bank
As show in the figure4.7 above, from the total number of 50 respondents, all 50 (100%) said
that, records are an important resource for the bank to compute with other bank. From this the
researcher concluded that, record is the important resource of the bank to compute the bank
with other bank.
4.1.2.7: The importance of record in decision making
60 50 50
40
20
100% 0 0% 100%
0
Yes No Total
Figure 4. 8: Importance of record in decision making for the bank
that, records are important in decision making process. From this the researcher concluded that,
record is important resource in decision making process.
4.1.2.8: Positive impact of records management imply on decision making process in the bank
Table 4.4: Positive impact of records management on decision making process in the bank
Impact of records on decision making Frequency Percentages
The development of the bank 10 20%

To take advantage over compotator 7 14%
To shape policy of the bank 8 16%
26
To shape strategies’ and services delivery 6 12%
method of the bank
No response 19 38%
Total 50 100%
According to the respondents, 31 (80%), of respondents generally give response about the
positive impact of record management in decision making process. The rest 19(38%), of
respondents left the space blank: the respondent generally said that, record is important to the
bank to make important decision to the development of the bank and to take advantage over
compotator. By referring record that is related to different issues, the decision maker diced
useful decision to the bank. Record has the ability to shape policy, strategies and services
delivery method of the bank. From this the researcher concluded that, record management has
great effect on decision making process of the bank.
4.1.2.9: Consequence due to loss of records in the bank
Loss of records in the bank Percentages

Frequency
Recollect of customers data 10 20%
The bank is out of computation 11 22%
The privacy of customer is in danger 5 10%
Reduction of customer in the bank 7 14%
No response 17 34%
Total 50 100%
Table 4.5: Consequence due to loss of records in the bank
According to the respondent, 33(66%), of respondents generally give response about the
consequence of loss of records in the study area. The rest 17(34%), of respondents left the
space blank: generally the respondent said that, as well as many other organizations and
companies, banks still hold a lot of your personal information such as name address age etc.,
but quite possibly the most important data that they hold is that of your own bank accounts. If
this data is lost by deletion then safety issues aren’t that huge, since all you have to do is
recollect this data from all your customers, the privacy of customer is in danger and reduction
27
of customer in the bank, at the end the bank is out of the game. Although, if the data is actually
stolen by someone, the safety issues are huge, since they will have access to all the data
regarding all the customers’ bank accounts as well as their personal information. From this the
researcher concluded that, loss of bank record is high risk to the bank, and the bank does not
compute with other bank or it is difficult to compute with other bank. So commercial bank of
Ethiopia Jimma main branch must handle bank record wisely.
4.1.2.10: Record contain secret information the bank
60 50 50
40
20
100% 0 0% 100%
0
Yes No Total
Figure 4. 9: Record contain secret about the bank
that, records contain secret about the study area like policy, strategies, services delivery method
etc. From this the researcher concluded that, record is that contain secret must handle wisely in
order to save important record from danger or from loss.
4.1.2.11: How can wisely handle record of the bank
Table 4.6: How can wisely handle record of the bank

Handle record Percentages
Frequency
Securing network (for electronic record) 8 16%
Tanning to record manager (for manual record) 6 12%
Creating strong password (for electronic record) 7 14%
Using different software security (for electronic 4 8%
record)
Building strong store (for manual record) 4 8%
No response 21 42%
Total 50 100%
28
According to the respondent, 29(58%), of respondents generally give response about how can
wisely handle record of commercial bank of Ethiopia Jimma main branch. The rest 21(42%),
of respondents left the space blank: generally the respondent said that, record can handle wisely
or save record from danger by different methods. For manual (paper based) record; building
strong store like, lock the store of record by strong key and give strong tanning to the employee
on how to secure or save record from danger, if do this for manual record keeping the manual
record of the bank save from danger or save from loss. For electronic record; by creating strong
password can keep record from danger, by securing network i.e. use different networking
security methods like building firewall, by creating private network to the bank at all, using
different software like, bitloker that is important to secure record from danger. From this the
researcher concluded that, record must handle wisely both electronically and manual record of
commercial bank of Ethiopia Jimma main branch, so record is the most important resource of
the bank and must handle record from danger.
4.1.2.12: The importance of record to ensure accountability of the bank
0%
0% 0%
Vary high
High
48%
Medium
52%
Low
Vary low
Figure 4. 10: The importance of record to ensure accountability of the bank
records have very high value to ensure accountability about commercial bank of Ethiopia
Jimma main branch to the customer, to the country, to the world by reflecting the current status
of the bank and by presenting to the intended group about the accountability of the bank, 24
(48%) said that, records have high value to ensure accountability about commercial bank of
Ethiopia Jimma main branch to the customer, to the country. From this the researcher
concluded that, record is important to the bank to ensuring the accountability of the bank, so
record is the most important resource of the bank and must handle record from danger.
29
4.1.2.13: Financial record of the bank save the bank from danger
60
50 50
50
40
30
20
10
100% 0 0% 100%
0
Yes No Total
Figure 4. 11: Financial record of the bank save the bank of from danger
that, records save the bank from danger by different direction. From this the researcher
concluded that, record is the ability to save the bank from danger by different means. Record
is also not just save the bank from danger but also for every governmental and for non-
governmental organizations from danger.
4.1.2.14: The contribution of record to assess the overall condition of the bank
Table 4.7: The contribution of records to assess the overall condition of the bank
Contribution of record Frequency Percentages
By pointing out current problem of the bank 10 20%

By referring different statistics of the bank 10 20%
By referring the policy of the bank 5 10%
By referring the strategies’ of the bank 5 10%
No response 20 40%
Total 50 100%
According to the respondent, 30(80%), of respondents generally give response about the
contribution of record to assess the overall condition of the commercial bank of Ethiopian
Jimma main branch bank. The rest 20(40%), of respondents left the space blank: generally the
respondent said that, record is important to assess the overall development of the bank, pointing
out current problem of the bank and to take action in order to the stainable development of the
bank. By referring different record of commercial bank of Ethiopian Jimma main branch the
30
bank manager can assess the overall development of the bank by comparing with other branch
of commercial bank of Ethiopia.
During assessing of the development of the bank or the profitability of the bank, if the bank
profitability is not satisfactory to the bank, the bank change strategies’, policy and services
delivery methods of the bank in order to the ways of working system of the bank in order to
remove problem that was obstacle for the development of the bank. From this the researcher
concluded that, every assessment activity start from the record of the organization, so, every
responsible body take action from the result of the assessment of the bank by strengthen the
strength feature of the bank and by take action on the weak side of the bank.
4.1.2.15: How can the bank keep record from revival in networked environment?
Table 4.8: How the bank keeps record from revival in networked environment
Bank keeps record Frequency Percentages
By securing network 10 20%

By creating private network 7 14%
BY creating strong password 5 10%
By building firewall 5 10%
Using different securing software 3 6%
No response 20 40%
Total 50 100%
According to the respondent, 30(60%), of respondents generally give response about how can
commercial bank of Ethiopia Jimma main branch keeps record from revival in networked
environment. The rest 20(40%), of respondents left the space blank: generally the respondent
said that, record can handle wisely or save record from danger by different methods. For
electronic record can secure from revival like policy of the bank, strategies’ of the bank, and
services delivery methods; by creating strong password can keep record from danger, by
securing network i.e. use different networking security methods like building firewall, by
creating private network to the bank at all, using different software like, bitloker that is
important to secure record from revival. From this the researcher concluded that, record must
handle wisely both electronically and manual record of commercial bank of Ethiopia Jimma
31
main branch, so record is the most important resource of the bank and must handle record from
danger.
4.1.2.16: Recommendation, about the overall record management practice of the bank
Table 4.9: Recommendation, about the overall record management practice of the bank
Record management Frequency Percentages
Using Data Base records management system 10 20%

Use ICT to manage record 5 10%
Using an approved term of the classification 4 8%
system
Identify values of records to give more 3 6%
protection
Awareness or training in managing records 3 6%
Un cleared answer 2 2%
No response 23 46%
Total 50 100%
Records management processes are the responsibility of all employee in the bank. To be a
record is managed properly there should be some policy or guideline line is required. In
addition to this records management personnel’s should be qualified professionals with the
records management profession. The sum of all these issues enables the bank to develop and
take advantage over compotators. According to the respondent, 27(54%), of respondents
generally give response about recommendation, about the overall record management practice
of commercial bank of Ethiopia Jimma main branch. The rest 23(46%), of respondents left the
space blank and 2(4%) of respond answer was unclear answer: generally the respondent said
that, record is vital resource of the bank so, every employee must handle this vital resources
responsibly. The bank also must give training to ever employ that is related to the record of the
bank especially, record management staff worker in order to keep record wisely from danger.
The bank also secure basic information of the bank that was important to take advantage over
competitor like policy of the bank, services deliver method of the bank, and strategies of the
bank. So record is the most important resource of the bank and must handle record from
danger. From this the researcher concluded that, record must handle wisely both electronically
32
and manual record of commercial bank of Ethiopia Jimma main branch, so record is the most
important resource of the bank and must handle record from danger.
4.1.2.17: Computer literacy of employ in the bank
60 50
40
24
20 13
6 7
26.00% 12.00% 48.00% 14.00% 100.00%
0
Poor Average Good Excellent Total
Figure 4. 12: Computer literacy of employ in the bank
poor computer literacy i.e. they know basic computer skills, 6 (12%) of respondent said they
have average computer literacy, 24 (48%) of respondent said they have good computer literacy
and 7 (14%) of respondent said they have excellent computer literacy. The researcher
concluded that, poor record computer literate of employee must receive training in order to
have computer literacy skills, because computer literacy is important in the electronic record
management environment. The reason is computer literacy is important in order to manage
bank record efficiently and effectively.
4.1.2.18: Accessibility of Email and Internet in the bank
Table 4.10: Accessibility of Email and Internet in the bank
Accessibility Frequency Percentages

Email 50 100%
Internet 50 100%
Total 50 100%
As show in the table4.11 above, from the total number of 50 respondents, all 50 (100%) said
that, use email and internet. From this the researcher concluded that, it is better behavior of
employee, but both this accessibility must use for the bank and related activity, not for private
use.
33
4.1.2.19: Email use to receive and to send data about the bank
No
0%
Yes
Yes No
100%
Figure 4. 13: Email use to receive and to send data about the bank
As show in the table 4.14 above, from the total number of 50 respondents, all 50 (100%) said
that use email to send and receive data. From this the researcher concluded that, it is better
behavior of employee, but both this accessibility must use for the bank related activity, not for
private use.
4.1.2.20: Easy way to disseminate information about the bank
Table 4.11: Easy way to disseminate information about the bank
Types of Frequency Percentages

dissemination
Electronic format 50 100%
Manual format 0 0%
Total 50 100%
that, electronic format of record is easy to disseminate data about commercial bank of Ethiopia
Jimma main branch. From this the researcher concluded that, during using of electronic
environment record must keep in a secure ways especially in networked environment.
4.1.2.21: Easy way to receive information about the bank
Table 4.12: Easy way to receive information about the bank
Types of receiving Frequency Percentages

method
Manual format 0 0%
34
Total 50 100%
that, electronic format of record is simple to receive data about commercial bank of Ethiopia
Jimma main branch. From this the researcher concluded that, during using of electronic
environment record must kept in a secure ways especially in networked environment.
4.1.2.22: Easy way to store and retrieve record in the bank
Table 4.13:Easy way to store and retrieve record in the bank
Item Frequency Percentages

Manual format 0 0%
Total 50 100%
that, electronic format of record is easy to store data and retrieve data about commercial bank
of Ethiopia Jimma main branch. From this the researcher concluded that, during using of
electronic environment record must kept in a secure ways especially in networked environment.
4.1.2.23: Recommendation, about the effect of information technology in record management

practice of the bank
Table 4.14: Recommendation, about the effect of information technology in record

management practice of the bank
Recommendation about ICT Frequency Percentages
Securing network in network environment 10 20%

Give training on the use of ICT in record 7 14%
management system
Easy to retrieve and store information 5 10%
Un cleared answer 6 12%
No response 22 44%
Total 50 100%
35
According to the respondent, 28(56%), of respondents generally give response about
recommendation, about the effect of information technology in record management practice of
commercial bank of Ethiopia Jimma main branch. The rest 22(44%), of respondents left the
space blank and 6(12%) of respond answer was un cleared answer: generally the respondent
said that, information technology in record management practice of commercial bank of
Ethiopia Jimma main branch is positive implication by different means relating record
management, like send data, receive data, sending data, in securing information record from
revival in order to the bank to compute with other bank. But also information communication
technologies have also negative impact in record management in network environment relating
to securing of information. The bank must give serious training in the management of electronic
record in order to avoid the negative impact of information technology in the management of
record.
From this the researcher recommend that, commercial bank of Ethiopia Jimma main branch
should struggle to develop and apply the latest and most relevant records management tools
parallel to current communication systems. For example, the fact that electronic means of
communication are generally used for information dissemination indirectly drives commercial
bank of Ethiopia Jimma main branch towards committing itself to Standard for Electronic
Documents and Records Management Solutions.
Interview results
Records management is an important concept to the bank. Because all systems of

administrative process have a direct contact and deal of with records. The Records management
practice is evaluated by the policy and moving along the policy and all staffs of the bank
manage records according to this policy if this management process is implemented records
management system enables to achieve the organization its goals. In this regard the record
management personnel’s are thinking this and agreed on a good records management system
enabling to compute with other bank. According to Makhura (2005), records management play
great role for the development of organization in information age.
In the bank all record is considered as vital because all record in the bank is related with
business, so every record keep properly as can as possible. But there are other record that is
keep in a secret ways because of the importance of the bank and if that record is taken by
compotator it is difficult to the bank to compute with other bank like policy of the bank, services
36
delivery of the bank, strategies’ of the bank must keep in a very secure environment because
of the sensitivity of the record. According to Makhura (2005), records should considered vital
resources of the organization, because record contain information
Employee of commercial bank of Ethiopia Jimma main branch believe that the current record
management practice will enable the organization to achieve its goal, but it is not enough to
achieve its goal successful, there is some problem in the bank related to record management.
So, record management of commercial bank of Ethiopia Jimma main branch must use
electronic record management system with manual record management system to achieve its
goals. According to Cleophas and Kemoni (2010), records management helps the organization
to achieve its goals.
Finally as they recommended that, records management personnel’s require to develop their
knowledge how to use the polices, records in a recordkeeping system to be reliable and
authoritative and created in the normal track of business is the responsibility of all staffs and
all staffs are required to know proper records management practice.
4.2 Discussion of findings
Records constitute the most vital resource and are essential for the operation of organizations.
There is no organization in existence and operational without a flow of information. Despite
the vital role played by information in an organization, records continue to be mistreated.
Record in bank should keep in a very secure ways. Because record contain secret about
commercial bank of Ethiopia Jimma main branch that is important to take advantage over
compotator, like policy of the bank, service delivery methods, policy, strategies. According to
Mihiotis (2012), records contain secret information about the organization.
The result of the study i.e., 50 (100%), has shown that records management plays a great role
in ensuring the development of the bank and record is the major resources of the bank. Records
in the bank have great value in competition environment. Record means information that is
encoded on the some communication system; the communication system may be manual
communication system (paper), or electronic communication system (computerized), and
contain information about organization, about something that is important to the development
of the bank. Information is key resources in today’s world. No organization can be competitive
without using of information in daily operation. So, record management is very important for
37
any organization to adapt the global environment at all. According to Makhura (2005), in
information age it is difficult to compute with other organization without proper record
management system.
Department or division of commercial bank of Ethiopia Jimma main branch has a formal filing
system i.e., 49 (98%). The bank employee retrieves record when he wants from filing system.
The filing system help the bank to manage record wisely; depend filing system, the record
management process is different from one filing system to other filing system. The filing
system specifies how to file record, how to retrieve record, how to search record, and also how
to dispose the record of the bank. So, the bank should select the beast filing system that is
related to the communication system of the organization. The filing system in the bank also
give guarantee to restore the deleted record, the deleted record may be unintentionally.
According to Maguire (2005), it is important to have formal filing system for better record
management system.
Employee sometimes files documents created while performing business transactions in

commercial bank of Ethiopia Jimma main branch i.e., 28 (56%). The record is created when
performing any business with customer, with organization, with non-governmental institution
and with government. According to the value of the record, record is filled. Commercial bank
of Ethiopia Jimma main branch files document or record according to the value of record.
When we see the value of record, some record have high value for the development of the bank
and some record have no value for the bank or expired record. The expired value record is
dispose or not file because the value of the record is expired for future use. According to
Hajmiragha (2014), it is important to file important document for the development of
organization.
Training is important to employee of commercial bank of Ethiopia Jimma main branch, but
only 35(70%) of employee get training about records management. The remaining employee
was an overt lack of proper training in records management amongst records management
practitioners in the bank. In those cases there is some problem that faces the bank, for example
in handling customer record in commercial bank of Ethiopia Jimma main branch. Because of
the value of record, every employee should be take training on how to manage record wisely
in order to survive the global environment. Competition is very high in Ethiopia among bank
to dominate one another so, it is better to train employee on record management practice. The
main actor for the development of the bank is employee of the bank, without training of
38
employee there is difficult to manage record, if the employee of the bank not managed record
wisely and use information at the right time at the right place, the bank is out of competition.
At all it is better to train employee of the bank to manage record of the bank wisely and to use
information for the development of the bank. As indicated by Summerlin (2003), organizations
should avoid a jump approach with regard to training.
A record is one of the important resources that would enable commercial bank of Ethiopian
Jimma main branch to compute with other bank. Record is the basic resources of the bank and
the bank manage record wisely and kept from revival by different method in different
environment. Record contains information that is important to the development of the bank and
to take advantage over competitor. According to Makhura (2005), in information age it is
difficult to survive the global computation without using information as weapons.
During decision making, record helps the decision maker to make effective and efficient
decision to the bank. The bank then great advantage and take advantage over competitors and
survive the global competition in global environment. Decision making need evidence to
decide important decision to the bank, like the way of services delivery, to shape policy of the
bank needs information and to get information it needs to refer different records of the bank,
because, record of the bank is important to know the status of the bank. As indicated by
Makizana (2010), records affect decision making process of organization.
Record in commercial bank of Ethiopia Jimma main branch contain secret about commercial
bank of Ethiopia Jimma main branch that is important to take advantage over compotator, like
policy of the bank, service delivery methods, policy, strategies’, because of properly handling
of records. As indicated by Waite (2013), organizations should keep record of organization
from danger, loss and revival.
Computer literacy means understanding or having of basic computer literacy skills. But, in
commercial bank of Ethiopia Jimma main branch 13(26%) of employee have poor computer
literate skills. Since, record is managed in electronically way, it is better to train employee of
commercial bank of Ethiopia Jimma main branch to having computer literacy skills.
Communication system in commercial bank of Ethiopia Jimma main branch affects the
information dissemination process. Electronic way of communication system is very best to
secure, easy to disseminate information, easy to receive information, but it must give special
39
attention to secure record in network environment. When we see manual communication
system in other side it is difficult to retrieve, to disseminate, receive information. In support of
the above discussion, Mnjama (2011) clearly indicated that the communication systems
determine the record management tools selection of organizations.
Generally, information technology is high value for the development of the bank not only in
record management system but also in every daily activity. So, information technology is vital
for the development of the bank and takes advantage over competitor in global environment.
In support of the above discussion, Meijer (2012) clearly indicated that the way information is
handled has been changed by information and communication technologies (ICTs).
40
CHAPTER FIVE
5.0 CONCLUSION AND RECOMMENDATION
5.1 Conclusions
The findings in this study clearly show the value of records management towards on
organization’s competitive performance among organization. The one that handle, keep and
use record wisely take advantage over compotator and survive in the global environment.
Record in the bank must handle properly from revival especially in networked environment.
Each record in the bank have its own value, so each record must handle properly. To secure
record from revival the bank use different technique like creating private network, use different
software system, creating a strong password, use different methods of securing network and
use encryption when the data is start from the destination and pass to the public network and
decrypt when the data or the record is at a proper destination area.
Record in commercial bank of Ethiopia Jimma main branch contain secret about commercial
bank of Ethiopia Jimma main branch that is important to take advantage over compotator, like
policy of the bank, service delivery methods, policy, strategies. In this research record is
important to assess the overall development of the bank, the problem of the bank, pointing
current problem of the bank and to take action in order to the stainable development of the
bank.
Communication system in commercial bank of Ethiopia Jimma main branch affects the
information dissemination process. Electronic way of communication system is very best to
secure, easy to disseminate information, easy to receive information, but it must give special
attention to secure record in network environment. When we see manual communication
system in other side it is difficult to retrieve, to disseminate, receive information.
Information Technology (IT) improve the records management function in commercial bank
of Ethiopia Jimma main branch by different means like by securing network revival, by
encrypting and decrypting information and Information Technology advance record
management in commercial bank of Ethiopia Jimma main branch by different means like
reducing the storage area of record and by reducing storage area of record in the bank.
41
5.2 Recommendations
From the results and finding of the study, the following implications are presented. These
implications can be recommendations for commercial bank Ethiopia Jimma main branch and
concerned authorities to improve their record management system.
 Even if records keep in secure way but it needs further security in commercial bank of
Ethiopia Jimma main branch. Because record contain secret information about
commercial bank of Ethiopia Jimma main branch that is important to take advantage
over compotator, like policy of the bank, service delivery methods, policy, strategies.
 The commercial bank of Ethiopia Jimma main branch training and development
department should invest in staff training in records management, preferably for all the
staff of the bank, because record constitute the most vital resource and are essential for
the operation of the bank.
 Every staff in commercial bank of Ethiopia Jimma main branch should its independent
file plan for the purpose of classifying record according to the staff and for management
purpose.
 Commercial bank of Ethiopia Jimma main branch record management should be
supported by information technology. Information technologies have higher
contribution for record management in bank and even in any organization.
 Commercial bank of Ethiopia Jimma main branch should strive to develop and apply
the latest and most relevant records management tools that is parallel to current
communication systems of the bank.
42
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45
APPENDIX
JIMMA UNIVERSITY
COLLEGE OF NATURAL SCIENCE
GENERAL INSTRUCTION: Kindly complete the following short questionnaire regarding
the contribution of records management towards your organisation.
General information
1. Sex: Male Female
2. Age: 20-30 30-40 40-50 above 50
3. Educational status
Masters First Degree Diploma others
4. Please write your section or department you work in commercial bank of Ethiopia Jimma
main branch?
.................………………………………………………………………………………………
5. How many full years have you been working for commercial bank of Ethiopia Jimma main
branch?
Less than a year 1-3 years 4-10 years More than 10 years
Part One: Status of records management practices in commercial bank of Ethiopia
Jimma main branch
1. Would you say records management plays any role in ensuring the development of the bank?
Yes No
2. Does your department/division have a formal filing system?
Yes No Not sure
3. How often do you file documents created while performing business transactions in your
bank?
Always Sometimes Never Not Applicable
4. Did you receive any training relating to the filing system? Yes No
5. What are your recommendations on improving the conduct of employees in relation to
documents/ records at their disposal?
…………………………………………………………………………………………………
……………………….………………….……………………..………………………………
…………………………………………………………………………………………………
46
Part two: The contribution of records management towards an organization’s
competitive performance in commercial bank of Ethiopia Jimma main branch
1. Do you regard records as one of the important resources that would enable commercial
bank of Ethiopian Jimma main branch to compute with other bank?
Yes No
2. During decision making, is record help you to decide important decision to the bank?
Yes No
3. If yes, what the positive impact you think could records management imply on decision-
making?
…..……………………………………………………………………………………..………
…………………………………………………………………………………………………
…..………………………………………………………………………………………………
4. What consequence is came due to loss of important record about commercial bank of
Ethiopia Jimma main branch?
…………………………………………………………………………………………………
…………………………………………………………………………………………………
…………………………………………………………………………………………………
5. Is record contain secret about commercial bank of Ethiopia Jimma main branch that is
important to take advantage over compotator, like policy of the bank, service delivery
methods, policy, strategies’, because of properly handling of records etc.?
Yes No
6. If record has value for the bank how can wisely handle record or how can save record from
danger or from loss?
……………………………………………...…………………………………………………
…………………………………………………………………………………………………
…………………………………………………………………………………………………
7. How much is record is important to ensure the accountability of the bank to the customer,
to the government, and as a whole to the world in your organization?
Vary high High Medium Low Vary low
8. Is financial record of the bank save the bank from danger, save resource of the bank by
different means? Yes No
9. How much record is important to assess the overall development of the bank, the problem
of the bank, pointing current problem of the bank and to take action in order to the stainable
development of the bank? ............................................................................................................
…………………………………………………………………………………………………
……………………………………………………………………………………………….…
10. If record is one of the basic resource of the bank, in order to compute with other bank
how can secure record from revival, what kinds of security is used, especially in electronic
record and in network environment? ......................................................................................
…………………………………………………………………………………………………
…………………………………………………………………………………………………
…………………………………………………………………………………………………
11. Any recommendation, about the overall record management practice of commercial bank
of Ethiopia Jimma main branch?
…………………………………………………………………………………………………
47
…………………………………………………………………………………………………
…………………………………………………………………………………………………
…………………………………………………………………………………………………..
Part three: Information Technology (IT), communication system and records
management
1. How do you rate your computer literacy?
Poor Average Good Excellent
2. Do you have access to each of the following? (Select if used)
E-Mail Internet
3. Do you use email to receive and send data? Yes No
4. Which of the following format is easy to disseminate information?
Electronically (Soft copy) Manually (Hard copy)
5. Which of the following format is easy to receive information?
Electronically (Soft copy) Manually (Hard copy)
6. Which format is easy to store and retrieve record when record is needed?
Electronic documents Manual documents
7. Any recommendation, about the effect of information technology in record management
practice of commercial bank of Ethiopia Jimma main branch?
…………………………………………………………………………………………………
…………………………………………………………………………………………………
…………………………………………………………………………………………………
…………………………………………………………………………………………………
…………………………………………………………………………………………………
………...……………….
Thank you very much for your time!!
48
Interview question for record management staffs
1. What types of records do you consider vital records for your organization? Why? Are
they especially treated?
2. Do you think the current record management practice will enable the organization to
achieve its goal?
3. What could you recommend to improve the record management system?
49
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JIMMA UNIVERSITY

COLLEGE OF NATURAL SCIENCES

THE CONTRIBUTION OF RECORDS MANAGEMENT TOWARDS

ADVISOR: CHALA DIRIBA (MSc)

THE CONTRIBUTION OF RECORDS MANAGEMENT TOWARDS

ADVISOR: CHALA DIRIBA (MSc)

SUBMITTED TO DEPARTMENT OF INFORMATION SCIENCE, COLLEGE

This research entitled “THE CONTRIBUTION OF RECORDS MANAGEMENT TOWARDS

Student Name Signature Date

Zelekew Bake ___________ _______________

Advisor Signature Date

Chala Diriba (Msc) ___________ _______________

Examiner Signature Date

1.______________ ______________ _______________

2:________________ ________ ______ _______________

Research coordinator Signature Date

Amanuel Ayde (Msc) ______________ _______________

Table 4.1: Distribution of respondents by Age ................................................................................. 21

Figure 2.1 Records life cycle ............................................................................................................. 8

This research is on investigate the contribution of records management towards an

Records management is a professional practice that control manage, utilize record in

1.2 Statement of the problem

1.3 Research questions

 How can records management contribute to organization’s competitive survival?

1.4 Objectives of the study

1.4.1 General objective of the study

1.4.2 Specific objectives of the study

The specific objectives are:

1.5 Scope and Limitation of the study

The study is about the contribution of record management towards on organization’s

1.7 Operational definition of terms

2.0 REVIEW OF LITERATURE

Although the existence of records management may be as old as the organizations

Figure 2.1Records life cycle

Records Management Policy and Procedures

Records Classification Systems

Benefits of record management

According to McKemmish (2005), records management is a key driver in increasing

2.4 Information User Behavior

2.5 Competitive performance

2.6 Role of records management in an organization

2.7 Impact of information technological on records management

 Improved retrieval of information.

3.2 Research design

3.3 Population of the study

3.4 Study area and period

3.6 Sample size and sampling techniques

3.7 Method of data collection

3.9 Data analysis

3.10 Ethical consideration

4.0 RESULTS AND DISCUSSIONS

4.1.1 Response rate of socio demographic information

4.1.1.1: Respondent sex

4.1.1.2: Respondents age

Table 4.1: Distribution of respondents by Age

S/N Age range Frequency Percentage (%)

4.1.1.3: Work experience of respondents

S/N Work Frequency Percentage (%)

4.1.1.4: Working position of the Respondents

10% Loan officer

Figure 4. 2: Working position of the Respondents

4.1.1.5: Education Qualification of respondents

Table 4.3: Educational Qualification of respondents

Zelekew Bake _ _____

Chala Diriba (Msc) _ _____

1. ___

2: _

Amanuel Ayde (Msc) _