INTRODUCTION ORGANIZATIONAL REPORT
1.1 Background of the Commercial Bank of Ethiopia
Commercial Bank of Ethiopia was established in 1942 and it
was legally established as a share company in 1963.
In 1974, CBE merged with the privately owned Addis Ababa
Bank. Since then it has playing significant roles in the
development of the country.
It has more than 1,616 branches stretched across the country
and has opened four branches in South Sudan.
Cont.....
Currently CBE has more than 25 million account holders
and the number of mobile banking and internet banking
subscriber’s reached more than 1.1 million.
Currently CBE has merged with construction and Business
bank and increased its market size and capital.
1.2.1 Mission of the Commercial Bank of
Ethiopia
The bank highly committed to best realize stakeholders
values through enhanced financial intermediation globally
owned and supporting national development priorities, by
developing highly motivated, skilled and disciplined
employees as well as state of the art technology.
We strongly believe that winning public confidence is the
basis of our success.
1.2.2 Values of the Commercial Bank of Ethiopia
The following are values of the bank
Integrity
Customer Satisfaction
Employee satisfaction
Learning organization
Teamwork and collaboration
Decentralization
1.2.3 Vision and Objectives of the Commercial
Bank of Ethiopia
The vision of the bank is to become a World-Class Bank by
the year 2025.
Objectives of the Commercial Bank of Ethiopia are:-
To contribute to the general economic development efforts of
nation.
Enhance growing market share.
Expanding the bank’s capital base.
Maximizing profitability through increased efficiency.
Increasing employee satisfaction and developing their skill.
1.3 The Governance and organizational
structure of the commercial bank of Ethiopia
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.
To achieve the objective and vision they obey responsibility for
the job given to all departments.
1.4. Action Taken by the Bank to realize its Visions
& Mission and the Performance of the bank in
relation to its objectives
CBE implemented various actions to modernize and increase
quality of service such as IT infrastructure, the card banking
system, integrated Banking Solution (Core Banking), internet
and mobile banking.
It has been installing ATM cash dispensers & other e-banking
systems across the country and providing Visa-branded card
payment service.
The bank trains its employee in order to improve
quality of service deliverance, to develop their skill and
to create awareness on the policy and objectives of the
bank. A corporate human resource development
strategy had been developed and implemented such
as:-
Competency gap analysis, training need assessment
conducted ;
Competency directory and a training curriculum
developed;
1.5. Strength, Weakness, Opportunity and Treat
(SWOT) Analysis of the CBE
Like any financial organizations Commercial bank of
Ethiopia can also be affected by changing environment.
Therefore, it is necessary to know SWOT analysis of the
bank. It provides a strategic SWOT analysis of the bank
business and operations. The following are some of the
SWOT analysis of CBE:-
Strength of CBE-
Innovative Culture: it helps CBE to produce unique products and
services that meet their customers need ;
Size advantages: it lowers CBE’s risk’s, the larger CBE gets, the
more resources they have to pursue new markets and defend
themselves;
Economies of Scale: it is the cost advantages that CBE obtains
due to size, the greater the volume, the greater the advantages;
Technology: superior technology allows CBE to better meet the
needs of their customer’s in ways that competitors can’t imitate;
Weakness of CBE
competitive market
investment in research & development
Opportunities of CBE
income level is at a constant increase
New products and Services:-
Vision to become World Class Commercial Bank in 2025
Threats of CBE
increase in labor costs
growing competition
1.6 Challenges & Problems of CBE
Inflation
Low infrastructure in the country
Lack of awareness on the bank products and
services by the society
Competition from other Bank
2. ACTIVITY REPORT
2.1 Background of the department/division where you
working
The commercial bank of Ethiopia (CBE) bulbula branch was
located on east shawashashamane district that was founds
in the oromia regional state in eastshawa adami tulu jido
kombolcha woreda. And the bank was estabilished during
the year 2010.
During the year of estabilishment the CBE bulbula branch
started by ten [10] employees, including the branch
manager, now the branch has more than 22 employees.
The CBE bulbula branch employees are performing
their activities effectively and honestly. Customer
service officer department is one of the sectors of
commercial bank of Ethiopia bulbula 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 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 customers.
2.3 objective and major responsibilities as well
as activities of the department/division
2.3.1 Account opening
There are many types of accounts those are:-
Saving account
Demand deposit account
Special demand account.
Fixed time deposits.
2.4 The responsibilities and major activities me
as a member of department
I perform the following specific activities as an apprentice, when I was
participating at commercial Bank of Ethiopia bulbula branch.
I opened account for more than 15 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.
2.5 Performance Evaluation of my activities
From the first day that I have started practical work on
Customer service department;
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…
2.6 Challenges and Problems encountered on
the job and remedial Measures
Some of the problems that encountered me during the practical
work time are summarized below:-
Low knowledge about the office manner of the bank:
Low knowledge about the work flow/process of the bank
Low knowledge about the rules & directives of the bank
Low skills about the customer handling of the branch
2.7 Problem of division or department and
suggested solutions
The major problems that face the department are the
following..
There is a big internet connection problem or network problem.
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.
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
The office should have hire authors employees as additional.
3. Attachment Evaluation
Practical attachment is an important for the development of
the practical and professional skills required for a real work
and an aid to prospective employment.
It helps students the opportunity to apply knowledge in real
work, exposing students to work methods not educated in the
university and as well as assessing students interest in the
occupation he/she plans to undertake.
3.1 Significance of Practical Attachment
There are a lot of significant of practical attachments for the
students, university and for society.
Some of the significances are listed below:- Practical
attachment gives students the opportunity to apply the
knowledge and skill they have acquired on campus in a real-
life work situation.
It enables student to be familiar with practical work when they
complete their academic year;
It develops student’s research making skill.
3.2 Relevance of Practical Attachment to my
studies
I have acquired a lot of benefits from practical attachment to
my studies.
Some of the relevance’s of practical attachment are stated
below:
Many operational part of the bank are related with theoretical
knowledge that I acquired from my study, so it enables me to
develop my theoretical knowledge with practical skill;
It helps me to apply knowledge I gained in the classroom;
Practical work enables me to narrow the gap between
theoretical knowledge and practical skills related with my
study;
It enhances learning and understanding of issues relevant to
a particular area of study;
3.3 Applicability of theories and others in class on
Practical Work
some of the theories applied in the work place.
Principle of marketing used to identifying customers need and
want.
Consumer behaviour used to know customers behaviour.
Civic and ethical education used to respect bank rules and
regulations. Example: punctuality
3.4 Major Challenges and Problems that I faced
during Practical Attachment
There are a lot of problems that I faced during my practical
attachment.
Time constraint- the duration is not enough to cover all work
processes.
Budget constraint- the budget provided by university is not
sufficient to cover attachment cost
The university should increase budget for practical
attachment
The university should be actively involved in assisting
students in getting organizations where they conduct their
attachment
4. Conclusion and Recommendation
4.1 Summary of the Attachment
The main objectives of this practical attachment was to give students
the opportunity
To apply the knowledge and skills they have ahcquired on campus in
a real-life work situation, to expose students to a work
environment, common practices, employment opportunities and
work ethics in their relevant field, to strength linkages between
university and employers, and to identify challenges and problems
that students will face on the job after they complete their academic
life.
4.2 Conclusion
The attachment ascertains that creating strong relation between
university and employers has great advantages for students, university and
generally for the society. Many Ethiopian higher education institutions do
not create practical attachment chance for their students
Therefore, conducting practical attachment is important for students,
university, employers and for society generally.
4.3 Recommendation
Based on the findings of the practical attachment, the following are recommended
for the concerned organs:-
The university should increase duration time of the practical attachment;
Service excellence is useful for CBE to compete with private banks. The bank should
expand modern banking service specially E-banking service to its customer;
CBE should give due attention for research and development;
CBE should take action to mobilize and collect resources from growing economy of
the country;
The university should provide adequate budget for practical attachment;
The university should strength linkages with organizations where the attachment
conducted;
The university should give orientation/induction about practical attachment to their
students. It enables students to become pre-oriented about practical work
environment.Like other private bank CBE 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 private bank.
