DEBRE BERHAN UNIVERSITY

COLLEGE OF BUSINESS AND ECONOMICS

DEPARTMENTS OF MANAGEMET

INTERNSHIP REPORT ON ABAY BANK NORTH SHEWA AMHARA REGION

TEBASSIE BRANCH

PREPARED BY ;

NAME ID NO

MESAYWORK BELETE DBUR 2698/12

Submissed to Mr NEGESSE.B

Submission Date March 22/07/2015

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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 express my
deepest gratitude to my supervisors in Abay Bank, Mrs.Beyene Ayene whose encouragement;
supervision and support from the starting to the concluding level during the entire internship
period enabled me to develop a deeper understanding of the subject and nature of the banking
industry.

Finally, I would also like to thank the DBU and FBE College for providing us with an
opportunity to come up with an internship opportunity that has resulted in widening my
knowledge horizon great.

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 Abstract

Abay bank is the name driven from a great river “ABAY” showing its great potential for
development & growth.Abay bank Limited is one of the biggest banks of Ethiopia. The objective
of this internship program is to reinforce and enhance the theoretical knowledge gained in the
class room with practical job experience and apply practically in a certain business fields
specially in Abay bank S.C in Debre Berhan Tebassie branch from beginning to the end of
internship period.This practical work helps to gain experience and knowledge about the
workplace they are employed in when they start working after graduating from higher
institutions.This report includes background, mission, value, vision , objective,organizational
structure, SWOT analysis of Abay bank S.C, significance,rational of practical attachment,
applicability of practical attachment in my study,problems faces during ptactica attachment
and suggestion solutions.etc.

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list of contents page

Table of content……………………………………………………………………… ……

List of figures……………………………………………………………………………….

Acronyms and abbreviation…………………………………………………………………

Acknowledgement.................................................................................................................ii

Abstract (excutive summery)…………………………………………………………………iii

CHAPTER ONE................................................. ...... . . . .........vi

ORGANIZATIONAL REPORT…………………………………………………………..vi

1.1 Background of the organization………………………………………………………..….vi

1.2 Cardinal issues (vision, Mission, Value, and objective) …………………………………..vii

1.2.1 Vision………………………………………………………………………………vii
1.2.2 Missions…………………………………………………………………………....vii
1.2.3 Values…………………………………………………………………………..…..viii

1.2.4 Objective …………………………………………………………………………..viii

1.3 Organizational
structure……………………………………………………………………....viii

1.3.1 Responsibilities of some departments……………………………………………………ix

1.4 The extent to which the organization is realizing its visions , missions and performance of the
organization in relation to its objective………………………………x

1.5 SWOT analysis of the organization……………………………………………………………

x

1.5.1 Strength of the organization…………………………………………………………………x

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1.5.2 Weakness of the
organization……………………………………………………………….xi

1.5.3 Opportunity of organization

……………………………………………………………….xii

1.5.4 Threat of the organization …………………………………………………………………xii

1.6. Problem observed and that affect the organization currently……………………………….xii

CHAPTER TWO…………………………………………………………………………………
xiii

ACTIVITY OF THE REPORT.................................................................................................xiii

2.1 Back ground of

department………………………………………………………………….........................xiii

2.2 Objectives and major responsibilities, and activities of department……………………….xiii

2.3 My responsibilities and major activity as a member of department………………………..xiv

2.4 Performance Evaluation of my

activities………………………………………………….................xv

2.5 Problem encountered on the job and remedial I have taken ………………………………xvi

2.6 Problem of division or department and suggested solutions ………………………………

xvii

CHAPTER THREE
…………………………………………………………………………..................................xvii

ATTACHMENT EVOLUTION
……………………………………………………………..........................xvii

3.1 Rational of practical

attachment…………………………………………………………….................xvii

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3.2 Significance of practical attachement......................................................................xviii

3.3 Relevance of the attachment to my study...............................................................xviii

3.4Applicability of theories and other in class or real world or practical work

environment................................................................. ......... ..........................................xix

3.5 major problems that face me during the attachement...................................xix

3.6 Suggested solution and way forwarded for attachment......................................xix

CHAPTER FOUR………………………………………………………………………………xx

CONCLUSION AND RECOMENDATIPON……………………......................................xx

4. 1 Summary and Conclusion ………………………………………………………………xx

4.2 Recommendation……………………………………………………………………….xxi

REFERENCES…………………………………………………………………………….xxii

List of figure.........................................................

Figure 1:organizational structure of Abay Bank.............................ix

Acronym and abbreviation

CSD……………………………………………..Customer service department

SSA…………………………………………………..special saving account

NOW………………………………………………….Negotiable order of withdrawal

ATM………………………………………………….Automated teller machine

Aba bank S.C...............Abay bank share company

SWOT..........strength, weakness, opportunity, and threat

DBU.......Debre Berhan University

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FBE....faculty of business and economics

CHAPTER ONE

ORGANIZATIONAL REPORT

1.1 Background of the organization

The name driven from a great river “ABAY” showing its great potential for development &
growth.Abay bank Limited is one of the biggest banks of Ethiopia. The bank authoritatively
started its operations in July 2010. Abay bank is additionally the principal business bank of
Ethiopia with the vast majority of its offers held by the private sectors of Ethiopia banking
industry. In the present day, Abay bank has the highest deposit base and loan portfolio
compared to several other private sector banks. Ever since its inception, Abay bank has been
able to build up an impressive amount oasset. In addition, for quite some time now, Abay bank
has been extending guarantees to correspondent banks covering exposure of other local banks
under its credit standing with foreign correspondent banks.

The Bank is poised to serve all economic sector through its networks of branches. It extended
itd services to domestic trade and services,international trade,agriculture,
industry,transportation, construction and real estate sector. Abay Bank is takings all the
necessary steps to be an effective partner to every businesses in fulfilling their financial dreams
and aspirations. Since its establishment, the Bank has achieved encouraging achievements by
all standards. Its sphere of operations has expanded all over the country and the total numbers
of branches has reached over 360 just within 12 years of operation and it ha more than
1,600,000/one million six hundred thousand /account holders as of March 31,2022.The Abay
Bank is determined to bridge the gap between access ti financial services and those who need it
most. In lights of this, the Bank offers all types of universal banking services, and has planned to
render unique services to its clients supported with the modern technology.

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1.2 Cardinal issue (vision, mission, values, and objective) of the organization

1.2.1 Vision of Abay bank

 “To become a premium bank” : Which shows the Bank’saspiration to be customer

preferred and among the leading Banks inthe world.

1.2.2 Mission of Aba bank

“We are committed to satisfy the expectation of stakeholders byproviding full-fledged banking
service through deploying state-of-the-art technology and competent human resources”

1.2.3 Values of Abay bank

 Trustworthy and transparent

 Promote investment culture
 Customers satisfaction
 Innovation and scalling up
 Employee satisfaction
 Social responsibility
 Teamwork
 Integrity

1.2.4 Objectives of Abay bank

 The prime objective of Abay Bank is to deliver a quality that demonstrates a true
reflection of their vision-excellence in banking.
 Improve the quality of lone and services, and diversify the sources of revenue.Focus on
current, savings & short term deposit accounts to reverse the ratio (26:74) with fixed
deposit receipt.
 Increase fee based income, increase volume & fee of letter of credit & guaranteincrease export
and exchange earnings, reduce operating cost by at least 20%.

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1.3 organizational structure

The organization structure Abay bank almost similar to other private bank and it have branch

manager,chief cashier,customers service manager, senior branch

contrler.branch controler,accountant etc.

Figure 1: organizational structure of Abay Bank

1.3.1 Responsibility of some department

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
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.
 Senior customer service reports his or her activity to the customer service manager.
 Customer service manager report activities of the bank 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.

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  Senior branch controller again checks and report to branch manager.
 Foreign exchange officer exchanges or converts one currency in to other currency.
 Accountants Work in office setting of the bank. They may find full-time employment
in organization internal accounting department. Alternatively, they could work for
accounting firms that provide specialized service to external clients.
Chief Casher;
 Scan or register customers
 Accept payments from customers and gives change and receipts
 Process returns and exchanges of merchandize
 Answer customers question and provide information about store policies.
 Bag or wrap customers purchase
 Finally all activity in Bank is controlled by the branch manager of the bank.

1.4 The extent to which the the organization is realizing its vision, mission and performance
of organization in relation to its objective

Abay Bank S.C Debre Berhan Tebassie 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 and Workers of the organization are accountable to their customer and good
information for every sector. Abay Bank S.C DebreBerhan Tebassie branch have its own mission
and vision through giving the above services.

1.5 Strength, weakness, opportunity, and,threat (SWOT) analysis of the organization

1.5.1 Strength of Abay bank

 Serving till 9:pm Monday to Saturday in its branches

 Working in partnership with clients on feasibility of project
 Rendering consultancy and financial support for entrepreneurs
 Aordingrding to the customers, Abay Bank is the leading provider of financial service
identity worldwide.
 Everyone in Abay Bank from the appraiser to the top management has to work to the
same schedule towards a different aspect of the same goal,interfacing simultaneously at

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 all level over a quite a long period. As a result customers can get instant service as and
when required strong employee bonding and belonging: Abay Bank employee are one
of the major asset of company.
 The employees of Abay Bank have a strong sense of commitment towards organization
and also feel proud and a sense of belonging towards Abay Bank. The strong
organizational culture of Abay Bank is the main reason behind its strength.Efficient
Performance
 1.5.2 Weakness of Abay Bank

Besides the strengths customers as will as employees identified some major weaknesses of the
bank such as;

 A shortage of material like,ATM,computer,lacke count machine,printer, absence of

system.
 Shortage of man power,
 lack of customer or client.
 The bank do not give full service in all of its customer service officer windows
 Performance disparity among employees

1.5.3 Opportunity of Abay Bank

 Build online engagement with our brand

 Expand our number of stories/outlets/
 Advertise on online comparison websites
 Expand our product mix
 Broaden our geographic reach
 Building relationship with influencers
 Creating more engaging social media content

1.5.4 Threat of Abay Bank

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  Competitors share of the market (entrance of other private banks in to the market)
 Poor credit culture and know how about banking and its service within the society
 Some new and revised regulation of the National bank of Ethiopia or government.
 Economic condition of the country
 High level of inflation
 Volatility of currenc.
 The political situation (instablity) in the country are some of the challenges affecting the bank’s
risk management practice.

1.6 problem observed and that affect the Abay Bank currently

 Lack of superior service quality

 Lack of sufficient seats and in this case most of customer standing to get services.

 Some customer service officer windows are closed due to the shortage of workers in
the bank
 Sometimes offline of internet connection.
 Due to the expansion of private bank, customer is not willing to open now account.
 Customers service officer not able to satisfies customer simply because of lack of counter
machine and consume more time in this case customers was annoyed.

CHAPTER TWO

ACTIVITY REPORT

2.1 Background of the department

Abay Bank S.C Debre BerhanTebassie branch Was located North Shewa district that was found
in Amhara regional state in North Shewa DebreBerhan town . And it was establish during 2013
EC.during the the year of establishment the bank started by (5) employees including Branch
manager, and (7) security employees total (12) employees , currently the branch has (9)
employees including branch manager, and (7) security employees total(16) employees. All the
Abay Bank Tebassie branch employees are performing their activities effectively honestly. The

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Branch manager in Abay bank Tebassie branch leading the entire organization. Customer
service officer department is one of the sectors ofAbay Bank Tebassie 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

2.2.1 Objective of the department .

 To ensure standardization and uniformity in the customer service process.
 To smoothly implement integrated banking solutions in customer service process.

 To determine duties and responsibilities that each employee at all level in the customer service
process
 To provide efficient and quality service to its customers.

2.2.2 Major responsibilities as well as activities of the department

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

● Saving account – This is an interest-bearing deposit, which is allowed to have an initial
deposit of 25 Birr as a minimum.

Youth’s Saving Account - Youth’s savings account is targeting individuals aged between 18 & 24. The
account can be opened either individually or jointly as long as all the members are in the specified age
group, which is 18 & 24. Youth’s Saving Account

● Demand deposit account(current Account) – Operated by a cheque, a demand/current account

is a non-interest bearing account with an initial deposit for individuals/individual trade
operators of 250 Birr, and PLCs/others of 500 Birr.

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● 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 –The time deposit account receives a deposit for a certain timeframe, as Abay
Bank provides a higher interest rate for such account holders. The minimum balance for a deposit is
100,000 Birr. Special Saving Account (SSA) | Negotiable Order of Withdrawal (NOW) Account NOW has a
minimum deposit of 1,000 Birr

● Zero Balance Account - By transferring funds from a savings account, Abay Bank offers a Zero Balance
Account type for its customers, which sustains a contributing account at zero .

2) Duties related to customer service

 Opening account
 Pay cash& receive cash

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 Abay Bank Debre Berhan tebadsie branch .

● I opened account for more than 8 customers by supporting employees

● I check the name, date and signature of the customer to be filled properly.

● I accomplish a given work punctual and honestly by obeying the rules and regulation of the
organization.

● I gave different service for department and customers.

● I fill different forms by helping customers.

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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 have good communication with others at work place.

 To ask necessary data I could communicate with my manager from time to time etc.
 I could understand how to open Mobil banking.

 I could understand how transaction is made

2.6 Problem encountered on the job and remedial I have taken

There are some problems which affect in my activities. Some of these problems are from the
organization and some are from customers.

As organization some the problems are;

 Lack of user (access) for me and others
 Problem of light and network those hinder my activities to not serve customer
properly.

From customers said 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 are careless to respect the employees and rule
 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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  I have told to branch manager to find solution how customers fill all criteria

2.7 Problem division or department and suggested solution

The major problem that face the department the following ;

 There is big connection 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.
 Heavy burden of some customer service officer due to the close of other customer
service officer window

Suggested solutions for the problems

 Asking concerned body to get enough networks that help to provide proper service
for customer.
 To solve the problems of inefficiency of materials by asking additional budget for the
department and purchasing this materials and make available for the department.
 Some misbehavior that disturb working condition and improperly, must be punished
according to rules and regulation of the organization.
 Employ extra workers to open the closed customer service windows

CHAPTER THREE
ATTACHMENT EVOLUTION

3.1 Rational of practical attachment

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

 To increase knowledge and to produce well qualified, self-reliant ,active and real
problem solver
 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

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  It is for that the apprentice to check the relation he/she has with others on work etc.
 To Upgrade communication skills

3.2 Significance of practical attachment

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

 Inter personal communication skill

3.3 Relevance of the attachment to my study

 I learned that ,difficult to go ahead and do something without having a strong team
 I have developed about moral duties and obligation
 Helps me to know the problem that occurs in the bank
 Helps to me to develop my communication skill
 I gained a confidence on how to Ask different questions

 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.

3.4 Applicability of the theories and other in class or real world or practical
work environment

Applicability of theories in practical work environment is very interesting and important. In management
field there are many theories that applied on real world. Some theories which are applicable when I
conduct this practical attachment are the following.

 The theories of microeconomics for showing how to maximize profit and creating customer
satisfaction

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  The theories of fundamental accounting one used to prepare workers payroll

3.5 Major problems that faces me during the attachment

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

 Lack of money or shortage of money

 Shortage of time
 At the beginning time they didn’t give me full freedom to do activities independently.
 Shortage of some extra or additional working materials like chair and computers for trainers.
 Some employees are not interested for sharing their experience.

3.7 Suggested solution and way forward for attachment

The problem mentioned above are solved by:-

 I was try to adapt new environment and working condition gradually by studying behavior of
department member and sharing experience among them.
 Provide adequate amount of money by creating relationship with relevant financial institution
 Use adequate time

 The way forwarded for the attachment

 In order to do the attachment it is necessary to allocate adequate amount of capital, improving
transport service, use appropriate time and provide adequate inputs necessary for the practical
attachment.

CHAPTER FOUR

CONCLUSION AND RECOMMENDATION

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4.1 Summary and conclusion

This practical attachment contains information; includes Acknowledgements, table of contents,

background of the organization, cardinal issues, organizational structure ,responsibility of some
department ,the extent to which organization is realizing its vision, mission and performance of
organization in relation to its objective, SWOT analysis of the organization problem observed in
the organization currently , etc.

I observed some issues like the professional status of the staff members, punctuality of the staff
members and gender in the organization. I observed better work ethics of branch worker and
better customer care system in the bank etc.

Generally, I gained some experience due to this practical attachment such as;

 How to work in cooperation with other

 How to give better service delivered by customer service officer to customers etc.
 How to applied different theoretical learning to practical areas.
 How to satisfies customers by provided better service.
 I develope communication skill by communicate with bank workers etc.

The main problem I found in the bank are, some of customer service officers are closed , society have
low information about banking system, negative attitude of society toward the term bank and
department. System problem in the bank, 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 doing my practical attachment, I observed some issue by my eyes. Therefore, I would like
to suggest on some issues that I observed during my practical attachment in Debre Berhan
district at Abay Bank S.C Teassie branch.

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

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Way creating relationship with customer. It is the development issues that recognize the
involvement (participation) of both man and women in development process..

Finally, I would like to suggest to Abay Bank S.c Debre Berhan Tebassie branch to work
properly with cooperation, improving shortage of inputs, workers, network or connection closely
working with concerned person/ institutions/. To achieve their goals and also to address other
problems by working in cooperation with other organization, especially non-governmental
organization.

References

 some from daily activities

 https://www.abaybank.com/uploads/publication/annual_report-np.pdf
 Some oral information from employees

 Information from written documents of organization

 Direct information from the supervisor of the organization

 Abay Bank service excellency pdf.

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