Awash Bank

TOPIC: PRACTICAL ATTACHMENT DONE ON AWASH

BANK GEDO BRANCH OFFICE

HARAMAYA UNIVERSITY
COLLEGE OF BUSINESS AND ECONOMICS

DEPARTMENT OF ECONOMICS

PRACTICAL ATTACHMENT DONE ON AWASH BANK GEDO

BRANCH OFFICE.

THIS SINAUR ESSAY IS DONE TO FULFIL PRACTICAL

ATTACHMENT.

PREPARED BY: DABA DURESSA

ID.NO: 3931/13

April, 2021

OROMIA ETHIOPIA

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ABSTRACT
Generally, the objective of this practical attachment is to assess the performance of Awash Bank
Gedo branch. The extent to which Awash Bank Gedo branch is realizing its vision and mission
and performance of the organization in relation to its objectives. The intention of practical
attachment was to increase student’s knowledge and enable student to compare what have learnt
so far in class and what have experienced in practical. To produce well qualified, self-reliant,
active, change agent and real problem solver student. In addition, the other objective is to
investigate equal participation of Awash Bank with other bank to it realizes to its visions,
mission and objective. Not only limited to this but also emphasis the problems faced me while I
was performing practical attachment. Thus, practical attachment suggests solutions and some of
policy implication toward reducing the problems based on finding.

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Acknowledgement

First of all, my deepest thanks goes to the Almighty God for his endless help and make me to

stay in life to this day and enables me to complete my internship. Then, I would like to

acknowledge Haramaya University for giving me this chance to practice what I have learned

theoretically and I also deeply thanking my department and my supervisor for his advice,

guidance, suggestion and evaluation. Moreover, I need to express my heart fell gratitude to

my family and friends for their all support throughout my life academic. Finally, I would like

to acknowledge all individual and institutions that have helped me materially and morally

during the preparation of this paper.

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Table of Contents Page

ABSTRACT.................................................................................................................................................ii
Acknowledgement.....................................................................................................................................iii
Part one......................................................................................................................................................1
Organizational report...............................................................................................................................1
1.1. Back ground of the organization.......................................................................................................1
1.2. CARDINAL ISSUES (Mission, vision and objective).....................................................................2
1.2.1. Vision of the organization.......................................................................................................2
1.2.2. Mission of the organization.....................................................................................................2
1.2.3. Core Values..............................................................................................................................2
1.2.4. Its strategic goals includes.......................................................................................................2
1.2.4. Objective of the organization..................................................................................................3
1.3. Organizational Structure...................................................................................................................3
1.4. The extent to which the organization is realizing its visions and missions and performance of the
organization in relation to its objectives..................................................................................................5
1.5. Strength, weakness, opportunity and treat (SWOT) analysis of the organization.............................5
1.5.1. Strength of the organization....................................................................................................5
1.5.2. Weakness of the organization.................................................................................................5
1.5.3. Opportunity of the organization.............................................................................................6
1.5.4. Treat of the organization.........................................................................................................6
1.6. Problems observed that affect the organizational at current time and its critical issues
Awash Bank of Gedo Branch..................................................................................................................7
1.7. Suggested solution (measure) taken to solve or at least minimize problems.....................................7
PART TWO...............................................................................................................................................8
Activity report...........................................................................................................................................8
2.1. Back ground of the department/division where you working...........................................................8
2.2 Objectives and major responsibilities as well as activities of the department or division..................8
2.2.1. Objective of the department....................................................................................................8
2.3. Major responsibilities as well as activities of the department /division............................................8
2.4. My responsibility and major activity as a member of the department...............................................9
2.5. Performance Evaluation of my activities..........................................................................................9

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2.6. Problems encountered on the job and remedial measures...............................................................10

2.7. Problem division or department or suggested solutions..................................................................10
2.8. Suggested solutions for the problems.............................................................................................11
PART THREE.........................................................................................................................................11
Attachment evaluation............................................................................................................................11
3.1 Rationales of Practical Attachment..................................................................................................11
3.2. Significance of practical attachment...............................................................................................12
3.3. Relevance of organization with my study.......................................................................................12
3.4. Applicability of the theories and other in class on the real world or practical work environment...13
3.5 Major problems that I faced during the attachment..........................................................................13
3.6. Suggested solution and way forward for attachment.......................................................................14
PART FOUR............................................................................................................................................14
CONCLUSION AND RECOMMENDATION.....................................................................................14
4.1 Conclusion.......................................................................................................................................14
4.2 Recommendation.............................................................................................................................15
Reference..................................................................................................................................................16

List of Table

Table 1.1. Education of awash bank Gedo branch employees

List of figure

Fig. 1.1. Organizational structure of Awash Bank of Gedo branch

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Part one
Organizational report
1.1. Back ground of the organization
Awash International Bank S.C. (AIB) was established after the dawn fall of the Dergue regime
and introduction of market economic policy in 1991. Initially, it was established by 486 founder
shareholders with a paid-up capital of Birr 24.2 million. It was licensed on November 10, 1994,
and started banking operations on February 13, 1995. The Bank was named after the popular
river “Awash”.

Awash Bank is among the largest private banks in Ethiopia established in 1995. As of end of
June 2020, Awash Bank has 4369 shareholders and capital of ETB 5.87 billion. Likewise, as of
end June 2020, Awash Bank total assets reached Birr 95.6 billion with over 535 branches found
across the country, Awash Bank continues to be leading private commercial Bank in Ethiopia

Awash International Bank has flourished over 25 years in a quickly evolving economy. Started
with a modest beginning and a visionary aim, Awash Bank marks the history of Ethiopia to
exceed a billion profit which makes it the first private in Ethiopia in this regard in the financial
year 2019. Awash Bank has managed to earn 4.2 billion birr in gross profit and 2.6-billion-birr
profit after tax and other deductions.

Awash Bank has introduced a new scale adjustment on salaries and gave a bonus to employees
after registering its highest gross profit of 4.2 billion Br in the just ended fiscal year.

Awash Bank gedo branch was established on August 16, 2016.As the time of its establishment it
has twelve (12) total staff. Awash Bank Gedo branch is located in Gedo town. Gedo town is the
capital city of Gedo District and it is found located 57km far away from capital city of the West
shoa(Ambo) and 168km far away from Addis Ababa. The organization at this time has 16
employees and also having different staff professional and work experience. Out of them five is
females and the others are male. Among those employees 1 has MSc (masters), 8 has BA
(bachelors of Art, 2 has diploma holder and the rest are below this level security guards and
messengers.

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Table 1.1. Education of awash bank Gedo branch employees

Level of MSc(masters) BA (Bachelors of Diploma holder Below this level
education Art)
Numbers of 1 8 2 5
employees

1.2. CARDINAL ISSUES (Mission, vision and objective)

1.2.1. Vision of the organization
 To drive the Ethiopian wine market growth through excellence and innovation.
 To be the first choice world class bank
1.2.2. Mission of the organization
 To create, promote and sustain a service oriented and daring leadership culture by having
competent, happy and satisfied work force.
 To provide Innovative, Competitive and Diversified banking services accessible to the
society with qualified and committed staff in a profitable and socially responsible
manner.

1.2.3. Core Values

 A- Accessibility: - easy to our customers to obtain and use our products/services.
 W- Wisdom: - integrating experience, excellence, leadership and good judgment.
 A- Accountability: - willingness to take responsibility for individual and team action.
 S- Social Responsiveness: – commitment to ensuring a sustainable future. Giving back
to the society.
 H-Honesty: - absence of un-ethical practices: including the must know-someone
syndrome.

1.2.4. Its strategic goals includes

 To be the core bank to our clients, deepening and broadening strategic relationship in the
market
 To be the number one bank for accessibility, innovative products and diversity of
customer focused banking services.

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1.2.4. Objective of the organization

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

Awash international bank Gedo branch has the following objectives.

 To implement management information system

 To maximize customer satisfaction
 To develop competence with other private banks
 To build change for all bank staffs
 To establish performance base incentives
 To deposit mobilization service
 To enhance and facilitate the development of the country
 To maximize profit of the bank by creating difference

1.3. Organizational Structure

How the organization is organized to achieve objectives and mission?

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

In general, the bank is responsible to deliver service to its customer by transferring funds, taking
deposits, giving loan, transferring foreign currency into domestic currency and opening an
account number.

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All departments in this organization are related to each other. The other department can control
the activity of other. Also on their daily activities they must report to the body which controls
each department. Also they control each other to minimize the problem on job, to be fair and
acceptable by every department. To achieve the objective and vision they obey responsibility for
the job given to all departments. Let we see to how they control each other;

The customer service officer reports the daily activity to the A/senior customer service officer.
Also pass all physical tickets done on transaction daily to the branch controller to ensure their
activity by comparing the recorded transaction on the system. A/senior customer service reports
his or her activity to the customer service manager. Customer service manager reports to branch
manager. Branch controller passes all tickets to senior branch controller after ensured the balance
on physical counted tickets and on system became equal. Then senior branch controller again
checks and report to branch manager. So finally all activity in bank is controlled by the manager
of the bank.

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

BRANCH

MANAGER

CUSTOMER CHIEF
SERVICE CASHIER
MANAGER RESOURCE
MANAGER

CUSTOMER
FOREIGN ACCOUNTANT
SERVICE TRANSFER
OFFICER

Fig. 1.1. Organizational structure of Awash Bank of Gedo branch

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1.4. The extent to which the organization is realizing its visions and missions and
performance of the organization in relation to its objectives.
The Awash Bank Gedo branch was well organized to realize its cardinal issues. It improves
banking service from time to time and innovate new technology to give satisfaction for customer.
Awash bank is nurturing like the river.

The organizational performance in achieving its vision and mission is under taking in good
manner. They are doing this by cooperative and motivating, checking each

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

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

1.5.1. Strength of the organization.

 Respecting the law of the organization.
 Good efficiency and ethical conduct of staffs
 Excellent public image and trust
 It’s give training for its employees to improve their profession.
 It gives excellence service for its customer which most of its customers get
satisfaction in proper manner.
 They respect each other and also they give priority for their work

1.5.2. Weakness of the organization

 Even if there is automatic teller machine (ATM) it does not work properly.
 There is no computerized receipt that printed out from computer.
 Weak information and file management of some workers
 There is no punctuality( being on time)
 There is some inefficiency material like chair tables and computers for trailing
staffs

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 Their dressing style is not suitable for bank service.

 Sometimes there is big connection problem that makes customer angry

1.5.3. Opportunity of the organization

 Steady and fast growth of population is good opportunity for increase bank
customer.
 Availability of educated man power in the town and qualified work force in the
market
 Development of information technology
 Growing number of investors
 Fast growing economy
 Encouraging government policy
 The development of infrastructure and investment in the country play great role for
the bank.

1.5.4. Treat of the organization

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

 Volatility of currency
 Electrical power
 Poor credit culture and know how about banking and its service within the society
 Most people are have less knowledge and awareness about depositing money in the
bank and taking loan from bank.
 Competitors share of the market (entrance of new private banks in to the market)
 Spread of HIV AIDS and other vector disease decrease the number customer of the
bank.
 Economic condition of the country
 Low saving
 high investment cost on technology

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1.6. Problems observed that affect the organizational at current time and its critical
issues Awash Bank of Gedo branch

The primary problem regarding the historical back ground of the organization. This problem
rises due to lack of organized and return document in the organization.

 Lack of sufficient written document about the organization especially in soft copy.
 Lack of use time properly.
 So many employees in small staff.
 File management and documentation improperly among some workers.
 Network disconnection; sometimes more than two days this is the major problem.
 Many times automatic teller machine does not work properly.
 Electrical problem
 Lack of business resource to achieve organization plan.
 Lack of human power.
 There is lack of network in the organization.
 High competition from aggressive expansion of private financial institution.
 Wastage of resource like use telephone line for personal call repeatedly

1.7. Suggested solution (measure) taken to solve or at least minimize problems

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

 It should full fill all the necessary materials which are technologically improved to
facilitate its service.
 To solve the problem a lack of data about historical back ground of the organization, I
gather some information from head office and try to document with the help of my
supervisor.
 It should have to arrange its document in proper manner.
 It should have increased its customer through promotion and customer attractive
activity.
 It should have to increase customer satisfaction by using technological instrument
such as mobile banking, ATM, and so on.
 Try to fix the network by working together with the government.

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PART TWO
Activity report
2.1. Back ground of the department/division where you working

Customer service officer department is one of the sectors of Awash bank Gedo branch. It
performs its duties and responsibility by setting specific and feasible goals and objectives which
support to speed up customer satisfaction and profit maximization of the bank.

2.2 Objectives and major responsibilities as well as activities of the department or

division.
2.2.1. Objective of the department

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

 To smoothly implement integrated banking solutions in customer service process.
 To have single source of reference to perform.
 To determine duties and responsibilities that each employee at all level in the
customer service process.
 To provide efficient and quality service to its customer.

2.3. Major responsibilities as well as activities of the department /division

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

 Saving account – is interest bearing deposit opened by legal and physical persons,
organization and association.
 Demand deposit account – shall mean an interest bearing account opened only by
customers who are literate.
 Special demand account – means a non-interest bearing account that is opened to
full fill the request of customer who for one not wants interest for their deposit.
 Fixed time deposits – a type of account deposit is received at certain period of time
without movement a minimum of three month and attracts higher interest rate than
others.
 Earmarked account – means account opened with other description after the name
of the account holders such as club, business and work shop account.

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2) Duties related to customer service

 Opening account
 Pay cash& receive cash
 Identifying the fulfillment of pass book vouchers correctly if it is correct they
withdraw, deposit or transfer the balance

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

2.4. My responsibility and major activity as a member of the department

The activity I have done during my stay

As department member I also have the responsibilities of performing the activities of the
department. Based on those general activities, I perform the following specific activities as an
apprentice, when I was participating at Awash Bank Gedo branch.

 I opened account for more than 50 customers by supporting employees

 I check the name, date and signature of the customer to be filled properly.
 I participated in different writing and typing activities that help for customer service.
 I accomplish a given work punctual and honestly by obeying the rules and regulation of
the organization.
 Protecting the office resource from damage.
 I gave different service for department and customers.
 I fill different forms by helping customers such as pass book with correct voucher.

My responsibility as a member of the department

 Accomplishing the task timely

 Keeping the secret of the department and the organization for outer body
 Being honest for the department resource
 Being punctual and committed

2.5. Performance Evaluation of my activities

From the first day that I have started practical work on Customer service department;
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 I could understand how to deliver bank service to customers.

 I could understand the different type of communications in the organization at all.
 I have good communication with others at work place.
 To ask necessary data I could communicate with my manager from time to time etc…
 This practical attachment gave me a lot of clues about the work environment.
 It helped me to be punctual, co-operate with my colleagues and how to do jobs, how I
can treat clients, understand the office disciplines and it also trained me how to find a
solution when problem occurred.

2.6. Problems encountered on the job and remedial measures

There are some problems which affect me on my activities of 35 days. Some of these problems
are from the organization and some are from customers. As organization some the problems are
lack of seats, lack of user (access) for me and others are the problem of electricity and network
those hinder my activities to not serve customer properly. From customers some customers don’t
care about criteria’s to be fulfilled properly rather than looking only about the service.

 Some of them don’t sign on the ticket and some signature on the ticket and on the book
are different
 No correct order of sender name which is difficult to serve customer
 Some of them bring incorrect account which the system is not read
 Difficult to be familiar with the working environment

Remedial solution I have taken

 By using the user of my supervisors, I have done my activities with the help of other
workers.
 I worked my works more time by standing for the lack of seat
 I have told to branch manager these problems to be minimized
 Through customer I have told to them to fill criteria properly

2.7. Problem division or department or suggested solutions

The major problems that face the department are the following.

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 There is a big internet connection problem or network problem, especially in the first one
weeks I started my practical attachment.
 There is inefficiency of some materials like chair, table and so on.
 Some workers have problems on their behavior and didn’t give proper service to
customer.
 Shortage of skilled force

2.8. Suggested solutions for the problems

 Asking concerned body to get enough networks that help to provide proper service for
customer.
 To solve the problems of inefficiency of materials by asking additional budget for the
department and purchasing this materials and make available for the department
 Some misbehavior that disturb working condition and improperly, must be punished
according to rules and regulation of the organization.
 The organization should train the employees how to give service to customers by good
conduct.
 The office should have hire additional employees.

PART THREE
Attachment evaluation
3.1 Rationales of Practical Attachment

Rationales of the practical attachment are the practical reason to decide how to act on the
attachments some of the following listed is reason of practical attachment.

 It is for the case that the apprentice to realize the theory in class to real world through
practice.
 It is for that the apprentice should compare and contrast the economic thought with
practical work
 It is that how the problem is identified and the solution is found
 It is for that the apprentice to check the relation he/she has with others on work.
 It develops student’s skill and make student experienced person

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 It helps us to know and understand the work behavior, discipline and others that are
expected from us
 Practical attachment is mainly aimed at candidate graduate students to adopt the real
working environment in relation to the theoretical education.

3.2. Significance of practical attachment

Since the main objective of this practical attachment course is producing qualified, confident and
competent students, it has the following major significances.

 Benefiting students, by improving their skill and knowledge, increasing problem solving
capacity, changing attitude and for preparing graduation paper
 It will minimize training cost incurred by employers
 Benefiting university in such a way that can produce well trend man power, gathering
information for problem solving researches
 It helps students to be ready for the future work
 It helps the students problem solving ability
 It helps the students how to pass the obstacle
 It helps the students near for the new curriculum and new information & modernize
thinking
 It helps the students to develop communication and interaction environment and known
how to treat the customer

3.3. Relevance of organization with my study

 From starting date of my practical attachment as the general with the branch and
particularly with the department there is good connection with my study in customer
service officer. Theoretically since I have studied about customer service officer in class
and in my practical study how to make service of that customers this organization is
relevant with my practical study. In other way as general as organization there is also
good connection with my study that for that foreign customers service officer is the
department of the organization and my study is related with it that has relation with
Logistics and Supply Chain management again the organization and my study has good
connection. It helps me to improve my confidence and to acquire practical experience

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and new knowledge. It also develops my communication skill and work experience for
the future

3.4. Applicability of the theories and other in class on the real world or practical
work environment
Applicability of theories in practical work environment is very interesting and important. In
Logistics and Supply Chain Management department there are many theories that applied on real
world. Some theories which are applicable when I conduct this practical attachment are the
following.

1. The main activity of bank is accepting, depositing and lending money to its Customer
which really related to many course what we had before taken.without having customer
existence is nothing.CUSTOMER SERVICE is basic in business and it is the objectives
of its existance.
 The theories of Strategic Supply Chain management ,Introduction to supply chain
management,Introduction to logistics management and microeconomics for showing
how to maximize profit and creating customer satisfaction.
 The theories of principle accounting used to prepare workers payroll.
 The theories Marketing principle how to satisfy the customer what they expect and how
to delight the customer rather than expectation.
 From English point of view we can get how to write report correctly and fluently.
 How to communicate with the employees and customers in business communication
course.
 Minimizing customers dishonest by providing quality, cost effective and fast service &
treatment for customers in principle of marketing course.
 The theory what I learnt in applicable on the real working environment like treating
customers behavior in a way according to their behavior in Organizational behavior
course

3.5 Major problems that I faced during the attachment

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

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 At the beginning time they didn’t give me full freedom to do activities independently.
 The transportation system is very crowded, because of this it is difficult to me reach work
place on time.
 Shortage of some extra or additional working materials like chair and computers for
trainers.
 Some employees are not interested for sharing their experience.

3.6. Suggested solution and way forward for attachment

The problem mentioned above are solved by:-

 I was try to adapt new environment and working condition gradually by studding
behavior of department member and sharing experience among them.
 To solve transportation problem I try to wake up early
 The organization should have to buy additional materials like chair and computers that
help for training
 The organization should give the opportunity for students to participate in a given
activities freely in order to improve their knowledge and producing self-confident
professionals.

PART FOUR
CONCLUSION AND RECOMMENDATION
4.1 Conclusion

This practical attachment contains information; include Introduction, background of the

organization, cardinal issues, goals of the organization, organization’s structure, etc. It covers
background of Awash Bank Gedo Branch. The office is standing to satisfy its customers, women
empowerment and respecting women and child right. I observed some issues like the
professional status of the staff members, punctuality of the staff members and gender in the
organization.

Generally, I gained some experience due to this practical attachment such as how to work in
cooperation with other, etc. The main problem I found, society have low information about

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banking system, negative attitude of society toward the term bank and department. Lack of
information and lack of enough time are other problems; however, I tried to do my best in order
to overcome or give related solution to those challenges.

4.2 Recommendation

While I doing my practical attachment, I observe some issue in lens of my eyes. Therefore, I
would like to suggest on some issues that I observed during accomplish my practical attachment
in Gedo district at Awash Bank of Gedo Branch.

Firstly, the Awash Bank should have to expand its branch around small town in order to service
competition from external or its competitor.

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

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

Finally, I would like to suggest to Awash Bank of Gedo branch have to work properly to achieve
their goals and also to address other problems by working in cooperation with other organization,
especially non-governmental organization.

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Reference
 The annual report of the company by the march 31 of 2019
 The website of the organization; www.AIB.http//www.AIB service /PROD/Browser
Service/.
 The interview; information from the employers of the organization.
 WWW.awashbank.com.

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