SAMARA UNIVERSITY

COLLEGE OF BUSINESS AND ECONOMICS

DEPARTMENT OF MANAGEMENT
PRACTICAL ATTACHMENT
A Report Submitted In Partial Fulfillment of the Requirement for the
Subject Practical Attachment

Prepard by .......Emaway

ID No............SU

ADVISOR..............

November , 2023
SAMARA . ETHIOPIA

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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. Mihretu (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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ABSTRACT

Generally, the objective of this practical attachment is to assess the performance of Abay bank
Gondar yohanes branch. The extent to which Abay bank Gonder yohanes branch is realizing its
vision and mission and performance of the organization in relation to its objectives. The
intention of summer 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 Abay 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 me while I was 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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TABLE CONTENT ..................................................................................................................PAGES

ACRONYMS

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CHAPTER ONE

INTRODUCTION

Part one organizational report

1.1 Back ground of the organization

Abay bank is the one of commercial bank and established by more than 4100 shareholder's on
July 14, 2010 . It started operation in November 2010. Abay Banks business has expanded over
the years. In currently paid up capital of bank’s is birr 4,196,000,000 the number of banks
shareholders also increased to 4317. Currently the bank has over 412 branches across the
country.

Among the branches of the bank,Gonder yohanes is one of the newly opened branches. Abay
bank Gondar yohanes branch was established on March 22, 2018.As the time of its establishment
it has eleven (11) total staff. Abay bank gonder yohanes branch is located in Gondar town.
Gondar town is found in central gonder District and it is found 738 km far away from Addis
Ababa. The organization has 12 employees and also having different staff professional and work
experience. Out of them one is females and the others are male. Among those employees 6 has
bachelor degree and the rest are security guards and messengers.

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

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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.

1.2 CARDINAL ISSUES (Mission, vision,value and objective)

1.2.1 Vision of the organization

To be a premium bank
1.2.2 Mission of the organization

 We are committed to satisfy the expectations of our stakeholders by providing fullfledged

banking service through deploying these take of the-art-technology and competent human
resource.

1.2.3 Values

 customer satisfaction
 Integrity
 Teamwork
 Inovation and scaling up
 Employee satisfaction
 Social responsibility

1.2.3 Objectives of the organization

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

Abay Bank Gondar yohanes Branch has the following objectives.

 To implement management information system

 To maximize customer satisfaction
 To develop competence with other private banks

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  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?

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 SERVICE CHIEF CASHIER

MANAGER

RESOURCE ACCOUNTANT
MANAGER

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 CUSTOMER
FOREIGN TRANSFER
SERVICE OFFICER

F. g 1.3 organizational structure of Abay Bank of Gondar yohanes branch

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 Abay Bank Gondar yohanes 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. Abay bank is nurturing like the river.

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

CHAPTER -TWO

PART-2 ACTIVITY REPORT

2. Strength, weakness, opportunity and treat (SWOT) analysis of the organization

The Abay Bank Gondar yohanes 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.

2.1 Strength of the organization.

 Respecting the law of the organization.

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 
 Good efficiency and ethical conduct of staffs
 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

2.2 Weakness of the organization

 There not enough employees .
 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
 Location of the organization .
 Their dressing style is not suitable for bank service.

2.3 Opportunity of the organization

 There is no competitor since it is the only bank around Yohnes .
 Steady and fast growth of population is good opportunity for increase bank
customer.
 Availability of educated man power in the town.

 Development of information technology

2.4 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 about taking loan from bank.
 Connection problems

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  Economic condition of the country

2.5 problems observed that affect the organizational at current time and its critical issues
Abay Bank of Gondar yohanes 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.
 Lack of use time properly.
 File management and documentation improperly among some workers.
 Not enough employees in the branch this cas there is work load on the employees .
 Connection problem
 Communication problem
 Electrical problem

2.6 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
 They should be create good formal communication .
 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.

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CHAPTER- THREE

PART-3 ACTIVITY REPORT

3.1 Back ground of the department/division where you working

Customer service officer department is one of the sectors of Abay Bank Gondar yohanes 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.

3.2 Objectives and major responsibilities as well as activities of the department or division.

3.2.1 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.

3.2.1 objective and 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.

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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 n and work shop account.

2) Duties related to customer service

 Opening account
 Pay cash& receive cash

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

3.3 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 Abay Bank Gondar yohanes branch.

 I opened account for customers 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.

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3.4 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.

 Basically I learned practically how to treat customers politely .

 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…

3.5 Problems encountered on the job and remedial measures

There are some problems which affect me on my activities of one month. 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 other problem not access of some
materials 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

Remedial solution I have taken

- By using the user of my friend I have done my activities with my friend

- 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

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3.6 Problem division or department or suggested solutions
The major problems that face the department are the following..

 There is a big internet connection problem or network problem, especially in the

first two 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.

3.7 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.

CHAPTER FOUR
LESSON, EXPRIANCE AND SKILLS
4.1 Lessons
Lessons 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 (student) to realize the theory in class to real world
through practice.
It is for that the apprentices develop self confidence
It is for that the apprentices (student) develop his/her skills
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 etc.

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4.2 Skills and expriance
4.2.1 practical skills
Practical attachment is the best time for the student to improve the practical skill or to change the
theoretical knowledge to the real work. Since the site is active and comfort, it helps us to
improve our practical skill and to connect the theoretical part with the real situation. Spending
time a real place where practical tasks are implemented, constructed us to know more about the
practical work.

Skills on independency and reliability in the work

Creativity and an innovative approach to solving problems
The ability to analyze and interpret various complex data
Critical thinking and the ability to understand designs, plans and projects
Effective assessment and management of risk, resources and time
Understanding of the construction work flow
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.

4.2.2 Theoretical skills

In most educational classes/programs, we have been learning various courses in the class.
However, since we had not any real knowledge about them, we didn’t imagine the importance of
such theoretical courses even for second. But now, due to the internship, we could understand
and improve our theoretical knowledge.

Some of the points on which our theoretical knowledge is improved:

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 Became more knowledgeable about reinforcement bar placement
Know more about work function of different structures that we have learnt in class
Understand more about reinforced concrete parts
Know more about the function and work process of different structural members

2.4 Leader Ship Skill

Leadership's is a skill to guide, control and monitor people. For effective leadership one need to
understand that personal values like confidence, effective communication and devotion are very
important.

Some of the leader ship skills we gained are:

Seeking of self-improvement
Being technically skillful
Taking responsibility for the actions
Making sound and timely decisions
Keeping the workers informed for necessary information
Developing a sense of responsibility in all workers.and obtain different expriance during
the attachment work.
Stimulate new interest in academic course work and frequently develop an
interdisciplinary perspective.
How to read and understand reinforcements,and get different expriances

4.2.3 Communication Skill

Communication is one of the best life skills a person has to develop, meaning the ability to listen
and understand with each other. In this intern we learn how communication is more important to
facilitate the work effectively.

We create a good communication skill with the whole worker so that we are able to learn how to
speak clear, precise and easily understandable words. And also we are able to understand
different practical skills from the workers through all good communication skill.

The theories of principle accounting used to prepare workers payroll

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 The theories of international trade used to show exchange of currency.
The theories of current account and capital account.

4.3.4.Work Ethics
I understood the effects of ethical problem related to work like impolite behavior, lack of
punctuality, disregard of rules and procedures and disrespect for the job. I see how to decline the
ethical problems on the productivity of the company.
From this I can conclude that if one has good work ethics he will benefited and encourage others
to do the same and at last benefit the bank.

4.3.5 Relevance of the organization and my activities

General activities i under carried include:

Writing deposit and withdrawal for the customers

Registering CBE birr and Helping the customer show they use CBE birr. CBE birr has a function
of;
Transfer Money
Check Balance and
Others
Registering mobile banking and Helping the customer show they use mobile banking.
Mobile banking is the act of making financial transactions on mobile device (cell phone, tablet,
etc.). Mobile banking has a function to:

Check balance
Transfer to CBE account
Opening new account
.

There are different types of accounts in which commercial bank of Ethiopia provide to the
customers such as; youth teen saving account, Educational saving account, and a specific saving
account for women.

Learning how to accept deposits.

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 Learning how to withdraw money for the customer. 4.4 Major problems that faced us during
the attachment.

4.2 EXPERIANCES
There are a lot of significant of practical attachments for the students, university and for
society. Some of the significance are listed below:-
It develops student’s research making skill.
It develops student’s skill to solve challenges or problem that they faced during
academic year or their practical work;
It enables employers to recruit graduates familiarized with practical work
It enhances employ ability skills of the students.
It helps students’ to develop decision making skills, critical thinking skills, increased confidence
and self-esteem

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CHAPTER 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 Abay Bank Gondar yohanes 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
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 Gondar district at Abay Bank Gondar yohanes branch .

Firstly, the Abay Bank should have to select the appropriate place in order to get potential
customers.

Secondly, I would like to suggest on the effort 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.

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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 Abay Bank of Gondar yohanes 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.

Reference

 The annual report of the company by the march 31 of 2022

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 The manual of the organization .
 The interview; information from the employers of the organization.
 WWW.abaybank.com

Appendix

 Weak 1
in the first weak after I get permission in order to work in the organization start
my work based on the orientation of the manager about my responsibility and all
over the organization .
 Weak 2
In the second weak I help customers when they want to requisite for deposit and
withdrawal .
I observe and obtain information by helping employees in some data recording and
writing activities .
 Weak 3
In this weak I observed the relationship between what we learned in the theory and
practically in the real world and record carefully based on methods suggested in the
internship report writing format.
 Weak 4
In the last ,gather and organize each and every useful information in order to write
the report . Finally consult my supervisor about my performance and received the
performance evaluation paper.

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