HAWASSA UNIVERSITY

COLLEGE OF BUSINESS AND ECONOMICS

DEPARTMENT OF MANAGEMENT

A REPORT SUBMITTED IN PARTIAL FULFILLMENT OF THE REQUIREMENT FOR THE SUBJECT

INTERNSHIP (4114) ON BACHELOR OF ARTS (BA) DEGREE IN MANAGEMENT

NAME OF HOSTING ORGANIZATION, COOPERATIVE BANK OF OROMIA, D/S BRANCH

BY
ASNAKE ALEMU, ID No. SoScR /0325/12

Date; Nov…2022.
Duration of practice from 30/07/2022 to 31/08/2022.
Hawassa, Ethiopia.

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HAWASSA UNIVERSITY
COLLEGE OF BUSINESS AND ECONOMICS
DEPARTMENT OF MANAGEMENT
COOPERATIVE BANK OF OROMIA
EAST BALE, DELO SEBRO BRANCH

A report submitted in partial fulfillment of the requirement for the subject practical
attachment

By: Asnake Alemu

Id.No: SoScR /0325/12

Bachelor of Arts in Management

Date; Nov…2022.
Hawassa, Ethiopia.

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 DECLARATION

Name; Asnake Alemu

(ID. No: SoScR/0325/12)
3rd Year Management
Submission of Internship Report to
Department of Management.

Asnake Alemu (Id.No: SoScR/0325/12) Hereby declare that the report entitled A report on
Cooperative Bank of Oromia East Bale Delo Sebro branch submitted to Department of
Management, Hawassa University in partial fulfillments of the requirements for the subject
practical attachments, is a record of the original report work done by me and that it has not
formed before the basis for the award of any degree\diploma\ associate ship\fellowship or any
other similar titles.

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Preface /for ward

As a part of BA Curriculum and in order to gain practical knowledge.

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Acknowledgment
First and foremost, let me praise and honor the almighty God for the opportunity and capacity
given to me to realize my aspiration. My highest and greatest appreciation goes to all workers in
Cooperative bank of oromia d/s branch that start from security to bank manager for their whole
unreserved comments, teaches, encouragements, advices, showing or mention all thing and also
stimulating me to do my work in successful manner. They also devoting much of their time
from their busy schedule for giving me knowledge, really I would like to say thanks for all of
them. I would like to thank my friend Dagim G.. For his advice, guidance, support,
encouragement and assistance in the preparation of this report. Another thing which I never be
lost is giving great thanks for all of MY class mates students and also for my family for their
moral, financial and material report. Last but not least, I would said thank to my departments for
giving me such chance.

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Contents

Declaration i
Preface /forward ii
Acknowledgment.................................................................................................................iii
List of figures v
Abstract …………………………………………………………………………...……………vi
Main body of the report…………...……………………………………………………..…….vii
Chapter one 1
1.Introduction ..................................................................................................................1
1.2 objective of the report ……………………………………………………………………1
1.2.1 primary objective ............................................................................................................1
1.2.2 Specific objective ……………….……………………………………………………1
1.3 Scope of the study ………..………………...……………….......…………………………2
1.4 Methodology of the study ....................................................................................................2
1.4.1 Primary data sources ....................................................................................................2
1.4.2 Secondary data sources ................................................................................................2
1.5 Limitations of the study ......................................................................................................2
1.6 Overview of the organization ..............................................................................................3
1.7 Organization mission, vision and objective.........................................................................4
1.8 Corporate social responsibility ...........................................................................................5
1.9 History and growth of the organization ..............................................................................6
1.10 Organizational structure ....................................................................................................8
1.11 Products and Services of the Organization .......................................................................9
1.11.1 Deposit ..................................................................................................................9
1.11.2 Loans and Advances ...........................................................................................10
1.11.3 Interest free banking ...........................................................................................11
1.11.4 Michu, uncollateralized digital lending product..................................................12

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1.11.5 E-Banking services..............................................................................................12

Chapter two .................................................................................................................................13
2.1 Orientation, treatment and the quality of training..........................................................13
Chapter three...............................................................................................................................15
3.1 Background of CBO ( D/S branch) ................................................................................15
3.2 The major area I involved during my internship............................................................17
3.3 The management philosophies and functions ................................................................18
3.4 How does the department accept its trainees .................................................................19
3.5 Specific requirements for new trainees .........................................................................19
Chapter four ................................................................................................................................21
4. SWOT analysis of the organization ................................................................................21
4.1 strength of the branch............ ..............................................................................21
4.2 weaknesses of the branch.....................................................................................21
4.3 opportunities of the branch ..................................................................................22
4.4 treat of the branch............ ....................................................................................22
Chapter five ................................................................................................................................23
Evaluation conclusion and recommendation
5. Problems encountered during my apparent ship............................................................23
5.1 Evaluation....................................................................................................................23
5.2 recommendations for organization .............................................................................24
5.3 recommendations for future intern..............................................................................24
5.4 recommendations for university ................................................................................25

REFERENCE ..............................................................................................................26

List of figures page

Figure1.logo of the bank................................................................................... 7

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Abstract

Generally, the objective of this practical attachment is to assess the performance of Cooperative
Bank of Oromia East Bale delo sebro branch. The extent to which Cooperative Bank of Oromia
d/s branch is realizing its vision and mission and performance of the organization in relation to
its objectives. The intention of this 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 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 Cooperative Bank
of Oromia with other bank to it realizes to its visions, mission and objective. Not only limited to
this but also emphasis the problems faced by me while I was performing this practical
attachment. Thus, practical attachment suggests solutions and some of policy implication toward
reducing the problems based on finding.

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Main body of the report

As part of my academic requirement and completion of my BA program, I needed to complete a
one month period of Internship program. I chose to do my Internship at Cooperative Bank of
Oromia, D/S branch. At CBO was assigned to do my intern in “Online Banking as General
Banking Activities”. It was a new concept for me and I took the opportunity to learn about as
much as possible while I was working. Cooperative Bank of Oromia is one of the prominent
banks in Ethiopia, which started its journey in octo. 2004. In these eighteen years journey the
bank has achieved trust from people by providing its services. Now this bank has more than
593+ branches. The main motto of the bank is to give best quality and swift service to customers.

In this one month of internship period I learn from them how to motivate customers and give
quick services. Online Banking is a very important part of general banking division of a bank. In
this report I describe the online banking of general banking division. The report also gives an
idea of different products and offerings given by CBO. The whole purpose of general banking
division is to make CBO more efficient in its own filed. Based on the findings I have also
included a few improvements that this report holds at the end. Although, it is difficult to come to
a conclusion without a proper research or survey, I based my conclusion partially on what I
though.

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 CHABTER ONE
1. Introduction
Internship report is an essential part of BBA program. It is considered as an edge between
academic knowledge and practical field. This report is prepared as a requirement for the
completion of the BA program conducted by the Department of Business Department. I have
completed my internship report for my academic curriculum purpose. The objective of the report
is to blend our academic knowledge with that of practical ones and give us an insight in to the
management of organization in real life situation. Theoretical knowledge achieved perfection
with the implication of practical knowledge. Professional experience is very important to be
established in the corporate world. In this situation I got a bit practical experience by analyzing
the overall banking activities of Cooperative Bank of Oromia.

1.2 Objective of the report

1.2.1 Primary objectives:
To get an overall idea about the banking system of Cooperative Bank
To get an idea about the Online Banking as General Banking Activities of COOP.
To get idea about the relationship between real life learning and theoretical learning.
1.2.2 Specific objectives:
To know the General banking system of Cooperative Bank.
To present my observation and suggestion to the bank.
To apply hypothetical knowledge in real-world field.
To observe the purposes of general banking.
Getting idea about how Cooperative bank works.
To gain practical experience that will help us in our practical life.
To find out the problems of the bank and suggesting the way to solve the problems.
To analyze the current performance and making future predictions.

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1.3 Scope of the Study

This report is based on my practical work experience with Cooperative Bank of Oromia. It will
also help the students to reduce the distinction between realistic and hypothetical knowledge.
This report significantly helped me a lot to understand the atmosphere and environment of an
organization. As I am an internee of CBO, I have access to many different sectors like account
opening procedure, clearing, chaque division, pay order writing, foreign remittance etc. It was
almost impossible for me to learn everything about all banking sectors as it was a large financial
sector with limited time.

1.4 Methodology of the Study

I have designed the methodology of the study in the following way:
1.4.1 Primary data sources:
 Inspection in different desks
 Talking with professionals in casual manner and planned analysis
 Observation
 Personal interview
1.4.2 Secondary data sources:
I. Leaflets and manuals of the banks
II. Yearly Annual Reports
III. Web site Extensive study of the existing files, convenient case clarifications, observation
and reimbursement practice interview with the employee were done to identify the
execution and control and monitoring of the banking system.

1.5 Limitations of the Study

Current study of this report was limited. But as I was an internee, it was a big chance for me to
know the actions and behaviors of banking system, especially CBO. I had to face some obstacles
while doing this report. Some of them are given below:
Limited data resources: All types of information were not available for access, so it was
not possible to access and summarize them properly. Though I had assistance from other

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employees but it was not enough for me due to their high work pressure in the bank.
Some assumptions were made due to limited information, so there may be some personal
mistakes.
Lack of experience: It was my first time, doing a report on a banking system in a
practical corporate life. So my limited experience was the main obstacle of this study.
Privacy of Information: Every establishment has its secrecy that is not shared with
everyone. So this confidentiality of information was also an obstacle faced in this study.

1.6 Overview of the organization (Cooperative bank of oromia)

The term banking derived from the French word ‘Banque’ or the Italian word “banco” which
means in English a bench. This is derived from the experience of the merchants of Greece and
Rome. They used to sit on a bench in the center of the market and receive deposits from the
public and pay to the public from the deposit. They were referred as ‘benchers’. Banking that
time was mainly concerned with the services of currency exchange.

A Bank is a lawful organization which accepts deposits, for the purpose of lending and
investment, which can be withdrawn on demand.

1. It is impossible to say exactly when banking properly began. However, evidences showed that
it may have started to properly occur around 8000 BC. The first proper bank was sprung up in
ancient Mesopotamia

2. Modern Banking started in 17th to 19th century in London.Issuing bank debt and allowing
deposits' .It was in the 20 C. when banks started to pop up in the way we know them properly

In March 1905 - Bank of Abyssinia “the first bank” was established in Ethiopia (private bank
British owned by the National Bank of Egypt.

Cooperative bank of oromia is private commercial bank in Ethiopia. Cooperative bank of

oromia S.C. was registered commercially on October 29,2004 in accordance with article 304 of
commercial code of Ethiopia. It was established in line with proclamation no.84/1994 with
authorized capital of Birr 12,041,800.

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It commenced operation on 8th march 2005, with paid up share capital of birr 77,816,953.29. The
coop bank now has a total asset value of more than ETB 114.36 billion. The bank has more than
593+ branch networks, 9 million account holders, and more than 11500 employees..
The bank headquarters located in Addis Ababa, Africa Avenue Flamingo area. The bank has a
broad ownership base and diversified ownership structure.

The Cooperative Bank of Oromia (CBO) Delo Sebro branch has been operating in Delo since
October 2017.

1.7 Organization mission, vision and objective

1.7.1 Mission
It root his foundation in communities to provide banking solutions that create greater customer
experience with emphasis to cooperatives and agro-based businesses through proper use of
human resource and up-to-date technologies to maximize stakeholders value.

To provide full-fledged and customer responsive banking services for cooperative societies,
individuals and other entities with special emphasis to agricultural and agro-based business
financing, and to maximize shareholders value through use of competent and disciplined
employee, visionary leaders an modern banking technologies.

1.7.2 Vision
To be the leading private bank in Ethiopia by 2025.
To be competent, reputable and socially responsible bank in Africa

1.7.3 The objectives of the CBO are;

 To promote saving culture and create access to loans
 To maximize shareholder’s valu1.7.4 Core values
Integrity
Customer satisfaction

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Learning organization
Teamwork
Cost consciousness
Concern for community

1.7.5 Salient features

 Broad ownership base and diversified ownership structure.
 First bank of its kind in the country.
 Gives priority to serve the unbanked community.
 Where respect for cultural attributes and modern banking services meet.

1.8 Corporate Social Responsibility

At CBO, it believes that being a part of the community is more than its physical location. It feels
responsible for the community in which it does business. It takes pride in how it strengthens and
serves the communities, as these relationships are the core of its business model. The bank is
committed to making businesses decisions that have a positive societal impact.

Accordingly, the bank has supported local and international NGOs like Deborah Foundations,
founded to support children with Down syndrome, and the Ethiopian Red Cross society that
upholds the values of humanity globally.
Besides, as we root ourselves in the farming and pastoral community, the bank have backed
different events meant to benefit the community apart from introducing new and suited Farmers’
saving account. The bank has also sponsored officially recognized model farmers.

Moreover, in order to enlighten the community with knowledge, the bank has sponsored books
and artworks written and produced by different authors.
Furthermore, the employees at various levels publicly made in-kind supports to local committees
affected by famine and local challenges.

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Generally speaking, in the course of challenging time, it have further strengthened its solid
philosophy of being a socially responsible corporate company that continues to serve as a bridge
to societal advancement and shield at times of hardships.

1.9 History and growth of the organization

The history of cooperative banks has been traced back to the financial exclusion faced by many
communities in the 19th century. With the industrial revolution, the emerging financial services
sector was primarily focused on wealthy individuals and large enterprises in urban areas. The
rural population, particularly farmers, small businesses, and the communities they supported,
were excluded from financial services. Thus, cooperative banks were originally set up to correct
this market failure and to overcome the associated problems of asymmetric information in favor
of borrowers.

Is respect of Ethiopia, the country has very low financial service coverage as mainstream
financial institutions are heavily tilted towards the urban centers with good physical
infrastructure, leaving the rural areas underserved. Traditionally, ‘ Equbs’ and ‘Idirs’ are
informal institutions that are deeply ingrained in the life of communities and have also been
serving financial needs of the rural society to some extent. Reluctance and low capacity of the
formal financial institutions in the country to serve rural community, a demand-supply gap
prevailed financial market especially in rural areas, coupled with farmers’ awareness to be
organized in to cooperatives and the increasing need to financed cooperatives called for
establishment of a cooperatives bank. Furthermore, finance appeared to be the critical bottleneck
to sustain the cooperative institutions and ultimately the inception and establishment of
Cooperatives Bank of Oromia.

Haile Gebre Lube, regarded as the founding father (proponent) of Ethiopians cooperatives,
brought the idea of founding the bank for he believed that the best way to fight poverty is
through cooperation. Formally establishing a project office in 2002, the bank’s formation was
realized with majority of shareholders being the cooperatives societies. The bank then is
commercially licensed in October 2004 and commenced operations in March 2005. As there are

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no legal provisions that allow establishment of a cooperative bank in the country, the bank was
registered in accordance with article 304 of the commercial code of Ethiopia.

The bank has broad ownership base and diversified ownership structure. It comprises
cooperatives and non cooperatives members. Cooperatives member includes primary
cooperatives, cooperative unions and cooperatives federation whereas, non-cooperative members
includes Organizations, Associations and individuals.
The CBO now has a total asset value of more than ETB 114.36 billion. The bank has 593+branch
networks, 9million account holders, and more than 11500 employees.

Figure; 1 Logo of the bank

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1.10 Organizational structure

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1.11 Products and Services of the organization

1.11.1 DEPOSIT
Deposit is key resource for the bank as it is the major source of funds for offering credit services
to customers.
As a result, the bank exerted maximum efforts to mobilize deposit from different customer
segments through strengthening customer relationship management, expanding customer base,
and implementing different resource mobilization strategies.
Furthermore, the bank has expanded its touch points, introduced different deposit product to the
market, and put in place effective monitoring and evaluation system.
Saving Account
It provides principal security and modest interest rate, calculated on monthly basis, depending on
the specific types of saving account. The minimum balance to open is birr 50.00.
Demand Deposit Account
Current or chequeing account, non-interest bearing . A minimum deposit of birr 500 is required
to open a new account.
Fixed Time Deposit Account
Deposit received for a certain fixed period of time with attractive interest rate based on
negotiation . the minimum acceptable amount is birr 100,000.00
Gamme Junior Account
Opened for under aged individuals and administered by their parents or guardians.
Sinqe Women Savings Account
Tailored for women above 30 years of age. Top savers are entitled to attractive interest rate and
loan facility, based on feasible business plan.
Youth Savings Account
Opened by individuals from 18—29 years of age, with interest rate, encouraging the youth to
save more.
CPO
Certified payment Order, endorsable and valid for six months.
ECX

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Ethiopian Commodity Exchange account opened to pay-in account for the member of ECX to
facilitate the trade of Commodity at trading centers.
Special Saving Account
An interest bearing account operated by cheque. No pass book is required.

1.11.2 LOANS AND ADVANCES

In line with the bank’s objective of supporting its customers engaged in various businesses
through creating appropriate value proposition, the bank injected fresh loan amounting to ETB
28.55 billion for financing various economic endeavors.
The largest portion of loan portfolio goes to domestic trade and service, constituting 36 percent
from the total loans advances of the bank.
Overdraft Facility
Customers are allowed to draw beyond the deposits of their current accounts for a viable and
ongoing business.
Overdrawal
A right to withdraw a specified amount of fund over the overdraft limit as working capital.
Merchandise Loan Facility
A credit facility provided against merchandise or documentary evidence as collateral for short
term.
Import Letter of Credit Facility
A facility provide to importers, on payment of a certain percentage of the value of the document
while opening a letter of credit.
Pre-Shipment Export Credit Facility
A facility extended for purchase of raw materials, processing and other expenses until the time of
shipment.
Revolving export credit facility
An advance extended to exporters to bridge their temporary working capital requirement upon
presentation of all valid and acceptable export documents.

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Letter of Guarantee facility

Written promises by the bank as compensation to the beneficiary in the event that the obligor
fails to honour his/her obligations in accordance with the terms and conditions of the
guarantee/agreement/contract.
Agricultural Term Loan
A loan rendered for purchase of agricultural inputs and agricultural investments for short,
medium and long-terms.
Import Letter of credit settlement loan
A loan rendered by converting the outstanding import letter of credit documents value either to a
merchandise loan facility or a term loan.
Motor vehicle loan
Loan provided for the purchase of new motor vehicles for borrowers in business sectors
Construction machinery Loan
A loan delivered for the purchase of new construction machinery.
Equipment/ Machinery lease Financing
Equipment/ machinery lease financing for the lessee;
Equipment/ machinery lease financing for the leaser;
Local Money Transfer
Fast and reliable local money transfer service at all branches.

1.11.3 INTEREST FREE BANKING

In order to meet the demand of the sharia compliant customers, the bank financed different
projects and businesses during the year under review.
In carrying out the roles and the responsibility of the sharia advisory committee of the bank, as
prescribed in the framework of SAC charter issued by the bank.

Generally, the roles of this function include providing sharia advisory, managing sharia non-
compliance risk, delivering sharia opinion/fatwa and conducting sharia review
Among the key developments and activities during the financial year, given the bank’s due focus
on cooperative societies and farmers, we approved new products namely, farmers wadia saving

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account and farmers mudaraba saving account to address the needs of the marginalized segment
of our community.

1.11.4 COOP BANK LAUNCHES MICHU, UNCOLLATERALIZED DIGITAL

LENDING PRODUCT
Michu is a credit score based digital lending platform for micro, small and medium enterprises.
The platform assesses the risk and growth potential of MSME’s so that lenders can make a risk-
based decision whether to offer loan. Michu will enable Coopbank to address many of the
perceived challenges of lending to Micro, Small and Medium Enterprises in Ethiopia.

1.11.5 E-BANKING SERVICES

By considering the digital dominance of the future banking, digital transformation is made one of
the strategic pillars of the bank. On that account, to enhance the functionality and marketing of
the bank digital platform “COOPAY-EBIRR” ecosystem, considerable activities and
achievements were registered.
Card banking
Mobile banking
SMS banking
Internet banking
POS

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Chapter two
Management and Training Information

2.1. Orientation

Yes there where a trainee orientation for those come for apparent ship
After submitting a letter from HU to Cooperative bank of Oromia East Bale D/S branch, Branch
manager on July 29, of the practicum assigned a supervisor which helped me a lot during my
period in the office. In a first day my supervisor, Mr. Tesfaye gave me orientation regarding to
how to behave in the bureau and with workers of the bureau. He also gave orientation about the
bank’s operation and experience, the service provided by the banks, its future plans, how it was
grown, what type of course related work performed by the bureau, mission and vision of the
organization and others important things. In addition to this he also gives me orientation how
wears on bureau, communicate with customer and worker and also about bank access.

After finished the orientation I started the training activity on August 2. From I started formal
training I receive proper and timely information by asking the banks worker about product and
service of banks and by serving customers of banks during training.

 From the time you were accepted until to the time you started, did you receive proper
and timely information and treatment?

During my period of internship my supervisor help and treat me how can I gain work experience,
knowledge and confidence and well-defined ambition for our future to be opportunity in
different ways. He gave me general high lights and detail information from the time I accepted
until I started about the types of CBO (cooperative bank of oromia) deposit products which are
performed by organization. Notably, he provided us detail explanation on functioning of some
departments during the internship.

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In addition, my supervisor helped me on how to create smooth relationship with co-worker of the
organization, and how to apply our theoretical knowledge to solve problems and in many other
ways.

In general, my supervisor was fully interested and happy in providing me clear information
regarding to CBO Delo Sebro branch which was my particular interest during this internship.
Furthermore, he also provides me important advices which help me internship and even my
future professional career.

 Discuss the quality and quantity of training/practicum that you received while on this
practical attachment. Who trained or mentor you, and how was it done, etc.?

I have been attending different training for different bank products and services
With perfect trainer and good quality
I have been getting training from
The bank manger
The supervisor
All staff member
And the training was good.
During my training, they trained as a new employee in an appropriate way that he should be
trained and should know.

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Chapter 3

Job background and information

3.1 Background of CBO ( EAST BALE ,delo sebro branch )

Cooperative bank of Oromia (d/s branch) is one Branch structure under delo sebro town. The
branch has performs its activities by using all means to satisfying the current needs of the
customer and to achieve its goals which provides effective development and good governance in
the bureaus well as in the country. The branch has consisted of 12 employees and 7 security
workers.

Employees profile in d/s CBO branch;

Level of education Male Female

Master 2 0
BA. Degree 7 0
Diploma 1 2
Total 10 2

The department performs many activities such as preparing monthly and annually reports,
designing and implementing short, long .and middle terms plans, administering resource
efficiently and effectively to realize its goals.

All departments of cooperative bank of oromia delo sebro branch.

1. Branch manager
2. Operational manager
3. Auditor
4. Tellers
5. Accountant

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6. Reception
7. Cashier
8. Security

1. Branch management & Administration this will involve planning, organizing, leading,
administering and controlling all the operations of the branch and ensure that branch assets are
held in safe custody by ensuring that all procedures are correctly and consistently followed.

 Review, consolidate, recommend and forward Branch budget proposal to District

Director;
 Sign cashier implant and cash pick up service agreements with high value customer;
 Work towards enhancing Branch’s competitive position;

2. Operational managers are responsible for assigning and directing all work conducted in the
branch and overseeing all areas of service. They handle the employees, cultivate a supportive
atmosphere, and ensure customer loyalty and proper service branch.

 Work on relationship management and authorizes the branch transactions;

3. Auditor, the internal audit function of bank should have the capacity to review key risk
management functions, regulatory capital adequacy and liquidity control functions, the
regulatory and internal reporting function, the regulatory compliance function and the finance
function.

 Monitoring the ticket for cso

 Controlling and monitoring over all activity in the branch

4. A bank teller handles the day-to-day financial transactions for customers. They may include
money transfers, money orders, deposits and withdrawals and checking transactions.

5. Bank accountants oversee daily transactions in order to be certain that books balance at the
end of the day. They also keep tabs on cash on hand to ensure the bank has a sufficient amount to
handle daily customer requests.

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6. Reception are answer customer questions and provides general information on banking
services and policies and follows up on minor customer issues.

7. Cashier provides face-to-face services in banks and handles customers concerns and
complaints.

8. Security
 The state of being protected or safe from harm.

 Things done to make people or places safe.

 The area in a place where peoples are checked to make sure they are not carrying
weapons or other illegal materials.

3.2 The major area or department I involved during my internship work;

As an intern I was assign in a customer service department which is known as front desk officer.
In this department the bank has two employees. Likewise it is the information centre for its
customers. It is a department which deals with customers and their complaints and orders. For
any organization CSD (customer service department) is the place where the client gets first
impression. It is because while entering to the bank, customers reaches to the CSD at first and
ask for help. The image and the reputation of the bank largely depend upon the effective
functioning of this department, as they deal directly with different kind of customers with same
attitude and approach. So to transform customers to loyal customers to the bank the efficient
functioning of customer’s service department is the most. Thus, it would be fair enough to say
that this department plays a vital role in the success of any organization.

Interns were allowed to perform specific tasks so as to maintain confidentiality of the company.
Despite of organizational learning I also learn attitude learning, like tackling the problem of
Customers, Learn to smile and be polite with the Customer at any circumstances and Learn to be
calm down while dealing with customer even when they are wrong. I have worked in here daily
for more than 3 hours.

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At CBO I was also assigned to do my intern in “Online Banking as General Banking Activities”.
1. Mobile Banking
Mobile banking is a term used for performing balance checks, account transaction,
payments, credit application, and pays bills, authorize fund transfers, and other banking
transactions through a mobile device such as a mobile phone or Personal Digital Assistant
(PDA).
Also known as M-Banking, SMS Banking.
The first mobile banking was operated by the National Bank of Scotland and came into service
on 5 November 1946.
At CBO in this area there are two employees their department is customer reception and if the
customer is new opening account book and also showing how they use mobile banking and
understanding them the advantage and disadvantage of using mobile banking, I also worked in
this department daily for more than 3 hours.

3.3 The department supervisor/trainer in relation to background and abilities, the

management philosophies and functions?
Nowadays, financial markets meet the criteria for perfectly competitive markets, which result in
profits that are influenced by competition not only from existent organizations in the market but
also from possible-to-enter ones. In this environment, banks are realizing more than ever that
they must achieve service excellence in order to retain their existence, and that their
understanding of customer needs and behavior translates into success. In doing so, they have to
incorporate a comprehensive perspective of customer-driven cultures, with front-office and back-
office integration, which can be captured by focusing on a theoretical model such as the service-
profit chain.
This element in conjunction with leadership management and culture modulates the
philosophy of each bank and sets their profitability as a function of employees’ loyalty and
customers’ long-term commitment, to be more precise, leadership concept has to do with
understanding the service-profit chain and developing and maintaining a corporate culture

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that is focused on service to customers and fellow employees. Link the value of leadership
with the vision of tomorrow for employees, establishing its proactive role.

Function of Branch Management and Administration this will involve planning, organizing,
leading, administering and controlling all the operations of the branch and ensure that branch
assets are held in safe custody by ensuring that all procedures are correctly and consistently
followed.

I start my work in the bank in the official time, at 2.00 am and end working at 10.00 pm local
time.
I also used to work in different desks from starting the office to till the end of the office.

And also I occupied myself in a variety of types of works throughout the time of my internship
period which is given below.
Opening accounts
Preparing pay orders
Issuing cheque books
Providing client statements
Changing Account information
Checking cheques whether its fraud or real
Write down deposit slip and cheque.

3.4 How does the department accept its trainees?

Cooperative bank of oromia d/s branch is very excellent in giving training for the employee and
apparent student’s and like I have got proper training.
I have been working and having training for the position of customer service officer and other
and I accessed every detailed works and tasks.
They have committed staff for their job and a I have got lot of good working culture.

3.5 Were there any specific requirements for the trainees who were hired?

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To have training of the bank, somebody should have to be an employee of the bank or from
somebody have apparent ship on the branch.
In common each department, employee and somebody need to have training should have to
shares some role and regulation
Just like
Punctuality
Honesty
Accountability
Transparency

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Chapter 4
4. SWOT Analysis of the Organization
SWOT analysis is an important part for evaluating the company’s Strength, Weakness,
Opportunity, and Threats. It helps the organization to identify how to evaluate its performance
and scan the micro environment.
As I was engaged to identify the current position of Cooperative Bank Oromia in the
competitive in the market, it is very necessary to have the SWOT analysis to identify the
Strength, Weakness, Opportunity, and Threats of CBO. This is one of the popular way by which
one get take necessary action to improve their business because SWOT analysis is completely
depend on the market.

The SWOT analysis of CBO is given below:

4.1 Strength (S)
Cooperative Bank of Oromia is having the following strengths:
Faster and efficient transactions
No geographical barriers, the banks customers reach it at nearest to there.
Strong management- it helps to overcome its weakness
Secure and reliable services tailored to meet customers’ needs.
It gives priority to public interest.
The customer see CBO as their own bank b/c it exists to serve farmers and to improve the
life of farmers and to change their traditional agriculture to today’s modern agriculture to
serve the unbanked community and they understand the goal and why it initiate and focus
in this area.

4.2 Weaknesses (W)

Cooperative Bank of Oromia is having the following weaknesses:

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The banks have so many customers but this area there are only one branch so it’s not
satisfied all customers.
Acceptance of new technology
It has not provide enough orientation how customers use Mobile banking.
Sometimes network system of banks problems.
At the time of my internship the banks has not ATM machine.

4.3 Opportunity (O):

CBO is having the following opportunity:
Huge demand from the customer.
Population growth
Further diversification of product.
Rapid increase in the Mobile user
It has an opportunity to open new branch in this area.

4.4 Threats (T):

CBO having these threats.
Competitors are arising day to day
Switching of the customers to the other banks.
Globalization of banking business.
Borrowers are having the tendency to be the defaulter.
Political instability in the country.

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Chapter 5
Evaluation, Conclusion and Recommendation
5. Problems encountered during my apparent ship
There are some problems which affect me on my activities of 30 days. Some of these problems
are from the organization and some are from customers.
1. Some of the customers don’t sign on the ticket and some signature on the ticket and on
the book are different.
2. Some are careless to respect the employees and rule.
3. Some of them bring incorrect account which the system is not read.
4. Lack of access to organizations data.
5. Financial shortage b/c to do in the bank the manager tells me to wear as employees.
6. Lack of experience how to apply what I have learned and working in the organization.
7. There is a problem of conduct of employees or staff.
8. The problem of adopting new environment or working condition.

Remedial solution
I have told to branch manager these problems to be minimized
To customer I have told to them to fill criteria properly.

5.1 Evaluation
Internship is the place where student can get practical knowledge. Internship helps one to
understand the overall working environment. This may be the reason for making the internship
program a part of BBA program where the student can learn something new simply by seeing
other working and understanding the environment.

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The internship I conducted in bank helps me to get the knowledge and experience of banking
sector. Prior to this experience the knowledge of banking was limited to books only. But through
internship intern got a practical knowledge of the bank and the corporate culture. At CBO the
intern was supportively guided by all the staffs that helped in acquiring the in-depth banking
knowledge.

During the internship period, intern not only learns the banking aspect but also other than
banking aspects like dealing with customer, supervisor and senior staff, intern colleagues. So, the
work place environment will be friendly. Intern gets opportunity to know the importance of
customer as they are assets of bank, if they are satisfied properly. Their queries are needed to be
answered in a friendly and proper way so as to please and retain them in the organization.

5.2 Conclusion
The attachment ascertains that creating strong relation between university and organization to
produce qualified employee and also has great advantages for students, university and generally
for the society.
Internship is not only the opportunity to get practical knowledge and skills but it helps to
enhance some of the skills that can be transferable to any professional workplace.

Many Ethiopian higher education institutions do not create practical attachment chance for their
students. Rather they focused on teaching theoretical part and that creates challenges for the
students in their employment after they complete academic life. On the other hand many
challenges and problems observed in the organizations where the practical attachment was
conducted and knowing challenges and problems of organizations may develop problem solving
skill of the students. Therefore, conducting practical attachment is important for students,
university, employers and for society generally

5.3 Recommendation for Organization

The following are the possible recommendations for the advancement of the bank:
1. Best management for effective and efficient resource utilization

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2. Good initiation and capacity building for employees

3. Service excellence is useful for CBO to compete with other banks. The bank
should expand modern banking service specially E-banking service to its
customer;
4. Addition of employees is good.
5. As I think some award is important for brilliant employer to motivate all
employers.
6. Like other private bank CBO should pay better salary to its employee due to
employee satisfaction is one among the values of the bank, in addition to that
better salary may reduce skilled and experienced employee flow to other bank.

In general It is knows that the organization has many contribution towards the development of
the country but also has weakness. It’s recommended to improve its weakness and to keep with
its strength, capitalize and internalize the external opportunities in different ways, to improve its
management works

5.4 Recommendations for future Intern

Student should always ensure good supervisory relationship as this is very important to the
successful completion of their practical attachment. They get into the habit of documenting
whatever task they do on daily basis. This is because records made are not only important and
useful when writing report, but also very important as a reference in future when faced with
similar tasks.
Self-confidence is importance to gain knowledge.
Before start practice refers bank rules and regulation. This means ways of cloth, time and
others.
Ask any thing in the bank if not understand.
Good relationship with employer is important.
Self-motivate to gain new knowledge daily.
Respect customer and employer of the organization

5.5 Recommendation for university

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Based on the findings of the practical attachment, the following are recommended for the
practical attachment program:-
The university should increase duration time of the practical attachment;
The university should provide adequate budget for practical attachment;
The university should strength linkages with organizations where the attachments
conducted;
The University should give orientation/induction about practical attachment to their
students. It enables students to become pre-oriented about practical work environment.

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REFERENCES
 Annual report Coop bank 2021.
 www.coopbankoromia.com.et.
 Leaflets, brochures and manuals of the banks

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