Contents

ABSTRACT...............................................................................................................................................ii
PART ONE................................................................................................................................................1
1. Back ground of the organization......................................................................................................1
1.1. CARDINAL ISSUES (Mission, Values, vision and objective).................................................2
1.1.1 Vision of the organization........................................................................................................2
1.1.2 Mission of the organization......................................................................................................2
1.1.3 Values of the organization........................................................................................................2
1.1.4. Objective of the organization..................................................................................................2
1.1.5 Organizational structure..........................................................................................................3
1.1.6 The extent to which the organization is realizing its vision, mission and performance of
the organization.................................................................................................................................5
2. Detail description of the assignment that you were handing..........................................................6
2.1. Back ground of customer account and transaction service department.................................6
2.2 Objectives and major responsibilities as well as activities of the department or division......6
2.2.1 Objective of the department.....................................................................................................6
2.2.2 Duties and responsibilities of the department.........................................................................6
2.2.3 The responsibilities and major activities me as a member of department............................7
PART THREE...........................................................................................................................................9
3. Strength and weakness, analysis of the organization......................................................................9
3.1. Strength of the organization......................................................................................................9
3.2 Weakness of the organization.....................................................................................................9
4.1. Opportunity of the organization..............................................................................................10
4.2 Threat of the organization.........................................................................................................10
5. Current problems observed that affect commercial bank of gozamn branch.............................11
6. Suggested solution (measure) taken to solve or at least minimize problems...............................12
7. CONCLUSION AND RECOMMENDATION..............................................................................13
7.1 Conclusion..................................................................................................................................13
7.2 Recommendation.......................................................................................................................14
Reference..................................................................................................................................................15

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ABSTRACT

Generally, the objective of this practical attachment is to assess the DebreMarkos gozamin
branch commercial bank of Ethiopia on to performance measurement.

To increase student’s knowledge and enable student to compare what have learnt so far in class
and what have experienced in summer practical. To produce well qualified, self-reliant, active,
change agent and real problem solver student.

In addition, the other objective is to investigate equal participation of Gozamin branch

commercial bank with other bank to it realizes to its visions, mission and objective. Not only
limited to this but also emphasis the problems faced by student while performing summer
practical attachment. Thus, practical attachment suggests solutions and some of policy
implication toward reducing the problems based on finding.

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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. I also would like to express

my deepest gratitude to Mr.Habtamu A (manager) for his enthusiastic support from the
preparation until the final discussion of this internship with frequent follow up my activities and
guide me.

I am greatly thanks for my family they had been assisted my schooling life and to give advice
how can I goes with my planning activity to finish my academic schooling in this university.

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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 PART ONE

1. Back ground of the organization

Commercial bank of Ethiopia one of financial institution that give service for customers the
most activity takes place deposits and withdraw money .

The service of banking was started many years ago in Ethiopia. It dates back to the establishment
of the bank of Abyssinia in1986.
After the Ethiopia victory over fascist Italy the state bank of Ethiopia established by
proclamation issued in august 1942. Although the intension was to establish issued it as fully
fledged commercial bank, a year later in 1943 it was given additional central banking function
until it was splinted in 1963 commercial bank of Ethiopia and national bank of Ethiopia.
Commercial bank of Ethiopia was legally reestablished in 1963. It is the leading bank in
Ethiopia to introduce modern banking system. Commercial bank of Ethiopia is 100%
government owned. The bank places a catalytic role in economic progress in development of the
country. Currently commercial bank of Ethiopia has more than 8 million account holders it is
pioneer to introduce western union money transfer service in early 1990s. In currently work is
other 20 money transfer agent like money gram, Atlantic international, x-press money and so, on.
It has 1730 branches stretched across the country as August of 30, 2015.
Gozamn Branch one of the new branch of commercial bank of Ethiopia. It has been established
in 2008. It was located debre Markos near to building apparatus . Commercial bank of Ethiopia
gozamn Branch started working within few employees but, currently there are 36 employees as
August of 2015 and 20000 customers.

CBE Gozamn branch which I was conducted is also one branch that is involving so many
activities for so many customers especially for debre markos community, all commercial bank
customers and for the others bank.CBE at Gozamin branch has 36 workers among them, 20
males and 16 females.

In general by adopting or accepting different modern working technical commercial bank of

Ethiopia in gozamn branch tries to achieve it is vision, mission and to bring desire economic
development in the country.
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1.1. CARDINAL ISSUES (Mission, Values, vision and objective)

1.1.1 Vision of the organization

 To become world class commercial bank by the year 2030.

1.1.2 Mission of the organization

The bank committed to best realize stock holders need through enhanced financial inter
mediation in global and supporting national development superior by developing highly
motivated, skilled and disciplined employees as well as the state of the art technology.
 The bank strongly believes that winning the public confidence is the basis of it is success.

1.1.3 Values of the organization

 Corporate citizenship: -The bank abides by the law of the Ethiopia and other countries
in which it do business.
 Customer Satisfaction: -The bank strives to excess in it is business and satisfy
customers.
 Quality service: - The bank committed to offer quality service to customer aspires to
brand to with quality is the mind of customer and general public.
 Innovation: -The bank encourages new ideas that can improve customer experience and
the banks experience.
 Team work: - The bank recognizes the importance of team work for the bank success
and also respects diversity of view point.
 Integrity:- The bank committed to the highest ideal honor and integrity
 Employees: -The bank recognizes the employees as valuable organizational resources.
 Public confidence: -The bank understand that the sustainability of bank business bank it
depends on its ability to maintain and build up public confidence.

1.1.4. Objective of the organization

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

Commercial bank of Ethiopia gozamin branch has the following objectives.

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  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
 Protect the interest of the bank against any harmful cause, internal and external.
 Protect the employees against unfair exploitation of labor and improper
utilization of effort and skills Promote to establish and enhance network
communication with local and international unions and federations.
 Create and promote partnership linkage with similar unions operating in the
banking and insurance industry and others.

1.1.5 Organizational structure

There are about nine (9) departments in CBE in gozamin distinct branch. As there number they
all have their own duties and responsibilities. All departments are connected to each other. So
they all are working different works for one goal. They are listed below

 Customer service officer

 Senior customer officer
 Chief cashier
 Accountants
 Customer service manager
 Branch controller
 Senior branch controller
 Manager
 Foreign transaction

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 CBE AT GOZAMN BRANCH

SENIOR BRANCH A/SENIOR CUSTOMER CHIEF CASHIER

CONTROLER SERVICE OFFICER

CUSTOMER ACCOUNTANT
BRANCH
SERVICE
CONTROLER
MANAGER

Manager

CUSTOMER Manager
SERVICE OFFICER

FOREIGN
TRANSACTION

How the organization is organized to achieve objectives and mission?

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

The customer service officer reports the daily activity to the A/senior customer service officer.
Also pass all physical tickets done on transaction daily to the branch controller to ensure their
activity by comparing the recorded transaction on the system. A/senior customer service reports
his or her activity to the customer service manager. Customer service manager reports to branch
manager. Branch controller passes all tickets to senior branch controller after ensured the balance

4
on physical counted tickets and on system became equal. Then senior branch controllers again
check and report to branch manager. So finally all activity in bank is controlled by the manager
of the bank.

1.1.6 The extent to which the organization is realizing its vision, mission and
performance of the organization
To realize the vision, mission and objective of the organization all departments should have to
obey their responsibility which given to them identically. They should have to take care on the
activity given to them. All employers should have to be honesty to join their mission and
objectives. The department controllers as well as manager have to be control the daily activities
of every worker continuously. Additionally the organization should have to be;

 Deliver of efficient service as per the standard set.

 Efficient and accurate handling of operational duties.
 Proper utilization of resources
 Proper customer handling
 Timely reporting to the concerned organ
Appropriate utilization of human resource and material resources and the like are those realize
the vision, mission and objective of the organization

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 PART TWO

2. DETAIL DESCRIPTION OF THE ASSIGNMENT THAT YOU WERE

HANDING

2.1. Back ground of customer account and transaction service department

Customer account and transaction service department is one of the sectors of commercial bank of
Ethiopia gozamn 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 but not only the bank profitable it also works their customer or communities.

To see these bank very important for the communities because encourage investment by
borrowing money and also opportunity employee.

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

division.

2.2.1Objective of the department

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

2.2.2 Duties and responsibilities of the department

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.

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  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.
2) Duties related to cash

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

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

5 ) checker activities – means checking daily tickets which are filled and written manually, by
comparing the information and balance existing in the computer system.

2.2.3 The responsibilities and major activities me as a member of department

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

 I opened account for more than 40 customers by supporting employees and also give
advice the advantage of these bank.
 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 as passenger.
7
 I fill different forms by helping customers.
 To presume customers for investment relate to bank.
 Inflation is attack when only deposit money talk me for customers
 Write name for illiterate customer
 Show how to use A.T.M , mobile bank C.B birr and other activities
 To create account for customers
 I see how transaction is work deposit and withdraws
 I opened A.T.M card write forms for customers
 I give direction where the transaction between domestic and foreign exchange
 Discus with my manager about the organization related to economics
 Ask my managers how to calculate interest between lend and borrow

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 PART THREE

3. Strength and weakness, analysis of the organization

The commercial bank of Ethiopia gozamn branch is governmental organization has its strength
and weakness side there are also have good opportunities and threats that speed up and retard the
bank over all work process respectively.

3.1. Strength of the organization

 Strong corporation between management and employees
 By innovating new technology increase its profitability from time to time
 Good efficiency and ethical conduct of staffs
 The organization makes good relationship with other local banks and 50 foreign
banks
 It’s give training for its employees to improve their profession
 The bank has qualified and experienced management who done the activity of the
bank very well.
 The manager is strong managed and follow up the workers
 Most workers respect their customer
 Strong watch man for banks
 The banks have generator because of these no stop connection

3.2 Weakness of the organization

 Some workers of the bank not give service to the customer properly
 Weak information and file management of some workers
 Sometimes there is big connection problem that makes customer angry
 There is some inefficiency material like chair tables and computers for trailing
staffs
 No use materials properly like paper, pen etc.
 Some workers not attained on time
 Lack of arrangement customers these result occur crowded one windows
 The banks lend money only have collateral no other alternative.

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 PART FOUR
4. Opportunity and treat of organization

4.1. Opportunity of the organization

 The commercial bank of Ethiopia gozamin branch have very large number of
customers and big market opportunity because of its found near to market of
building apparatus.
 The development of infrastructure and investment in the country play great role for
the bank.
 Steady and fast growth of population is good opportunity for increase bank
customer.
 Availability of qualified work force in the market
 Development of information technology

4.2 Threat of the organization

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

 Volatility of currency
 Competitors share of the market (entrance of new private banks in to the market)
 Poor credit culture and know how about banking and its service within the society
 Spread of HIVAIDS and other vector disease decrease the number customer of the
bank
 Some new and revised regulation of the National bank of Ethiopia or govern

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 PART FIVE

5. Current problems observed that affect commercial bank of gozamn 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 superior service quality
 High competition from aggressive expansion of private financial institution .
 Wastage of resource like use telephone line for personal call repeatedly.
 Inefficiency of office materials like computers ,furniture and others when compared
to the number of customers
 File management and documentation improperly among some workers.
 Some workers have problems on their behavior and didn’t give proper service to
customer
 There is big connection or network problem.

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 PART SIX

6. 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
 The organization should have provide a quality service for its customer to being a
good competitor in the market
 The organization appraisal system should be based on efficiency and effectiveness that
means
 Resource consumption way should be wise and manageable.
 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.
 The organization should give the opportunity for students to participate in a given activities
freely in order to improve their knowledge and producing self-confident professionals.
 I told the workers wake up early to service customers proper
 To follow up every workers work effectively

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 PART SEVEN

7. CONCLUSION AND RECOMMENDATION

7.1 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 commercial bank gozamin branch. The office is standing for promoting gender
mainstreaming, women empowerment and respecting women and child right. Working toward
elimination of discrimination and violence against women and child.

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
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.

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7.2 Recommendation
While 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 gozamin district at commercial bank of Firstly, 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 back bone 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 Commercial Bank of gozamn 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 September of 2015
 The website of the organization; www.combank.et, http//www.CBE service /PROD/Browser
Service/.
 The interview; information from the employers of the organization.
The daily and weekly activities

 The interview for some customers

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