AWASH VALEY COLLEGE

College of Business and

Economics
Practical Attachment Report

Name ID NUMBER
ANAS ABDI YUYA 0013/13

Advisor:--------------------------------

Abstract
This report aims to explain my internship experience at the cooperative bank of
Oromia, hikma branch. In addition, my background in Cooperative bank of Oromia
followed by my role and responsibilities of mine in that specific organization. Also, I
tried to explain the overall benefit gained from the internship experience that is in
terms of improving my practical skill, improving my team playing skills, improving
my leadership skill, and entrepreneurship skill. Secondly, I tried to analyze the swot
analysis of the cooperative bank of Oromia,hikma branch. Lastly, I discussed with a
conclusion and recommended the problem really pr in the program and activities that
must take to solve the problem.

Yaada qofaan

Gabaasni kun muuxannoo leenjii hojii baankii hojii gamtaa Oromiyaa, damee hikmaatti qabu

ibsuuf kan akeekedha. Kana malees, seenaan koo baankii Hojii Gamtaa Oromiyaa keessatti itti

aanee gahee fi itti gaafatamummaa koo jaarmiyaa addaa sana keessatti qabu. Akkasumas, faayidaa

waliigalaa muuxannoo leenjii hojii irraa argadhe gama dandeettii qabatamaa koo fooyyessuu,

dandeettii tapha garee koo fooyyessuu, dandeettii hoggansa koo fooyyessuu, fi dandeettii abbootii

qabeenyaa ta’e ibsuuf yaaleera. Lammaffaa xiinxala swot baankii waldaa hojii gamtaa

Oromiyaa,damee hikmaa xiinxaluuf yaaleera. Dhuma irrattis xumura tokkoon mari'adhee

rakkinicha dhuguma pr sagantaa fi hojiiwwan rakkinicha furuuf fudhachuu qaban keessatti gorse.
 Acknowledgment
I would like to express my gratitude to all those who gave me the possibility to
complete this report. I further extend my gratitude to Awash Valley College of
Business and Economics Department of Accounting and Finance for giving me a
chance at this practical attachment opportunity. I also thank Mr. JEMAL AHMED
ALIYI the Branch operating manager of the Bank who guides me to work on the
report. I am deeply debited to my training in charge at the Cooperative bank of
Oromia of Hikma branch bank service and product whose help, stimulating
suggestions and encouragement helped us all the time at the training site and also for
writing this report. And last, but not least I would like to thank God for the successful
completion of my internship report. The host organization workers and the close
supervisor in helping me frankly and honestly to explain and allow me to make the
close observation, and discussion and be voluntary to ask about different issues.
Galata kennuu Namoota gabaasa kana xumuruuf

carraa naaf kennan hundaaf galata guddaa qaba.

Dabalataanis Kolleejjii Bizinesii fi Diinagdee

Awash Valley Kutaa Herregaa fi Faayinaansii

carraa walitti hidhamiinsa qabatamaa kana

carraa naaf kennuu isaaniif galata koo nan ibsa.

Akkasumas Obbo JEMAL AHMED ALIYI hogganaa

hojii Damee Baankichaa kan gabaasa kana irratti

hojjedhu na qajeelchu nan galateeffadha. Itti

gaafatamaa leenjii baankii Hojii Gamtaa

Oromiyaa damee Hikmaa tajaajilaa fi oomisha

baankii gargaarsi, yaada kaka’umsaa fi jajjabina

isaa yeroo hunda bakka leenjii sanatti nu

gargaare akkasumas gabaasa kana

barreessuudhaaf baay’een galateeffadha.

Akkasumas isa dhumaa, garuu xiqqaa miti

gabaasa leenjii hojii koo milkaa’inaan xumuruu

isaatiif Waaqayyoon galateeffachuu barbaada.

Hojjettoonni dhaabbata keessummeessituu fi

supparvaayizarri dhiyeenyaa ifatti fi

amanamummaadhaan akkan ibsuu fi ilaalcha

dhiyeenyaa akkan godhu naaf hayyamuu

keessatti, fi marii fi tola ooltummaadhaan

dhimmoota adda addaa gaafachuuf.

Table Content
Page
Abstract……………………………………………………………………… i
Acknowledgment……………………………………………………………. ii
1.1 Background of the organization…………………………………………1

Duties and Responsibilities of the Organization………………………....2

Details of activities handled during the internship…………………….......3

1.3.1Activities performed in the customer service
department………………3
My duties and responsibilities during the internship period…………….5

Details of the related learning process and new knowledge received……5

Benefits of an internship program for me…………………………………7

Contributions of students made during the internship……………………7

SWOT Analysis of the organization…………………………………………8

Summary, conclusions and recommendation……………………………...10

 INTRODUCTION

1.1 Background of the Cooperative Bank of Oromia

The Cooperative bank of Oromia was established to provide banking services and
products. It was registered on 29 October 2004 in accordance with article 304 of the
commercial code of Ethiopia .and was licensed by the national bank of Ethiopia as a
proclaimed nation 84/1994 that provides for license and business. The banking
commercial had an authorized capital of 300 million and paid up the share of the
capital of 112 on March 2005. The cooperative bank of Oromia now has a total asset
value of more than ETB 114.36 billion. The bank has 567 branch networks, 9 billion
account holders, and, more than 11500 employees. The bank headquarters are located
in Haramaya town , area.

The cooperative bank of Oromia branch where I was conducted is also one branch
that is involved so many activities for so many customers, especially for the MAYA
CITY community. Currently, the hikma branch has 13 employees including clerical
and non-clerical staff members. Cooperative bank of Oromia hikma branch currently
has one top-level manager and one operating manager, one auditor, one cashier, one
cashier id and three maker subordinates.
Generally, among the government and private institutions, I conducted my internship
attachment on Cooperative bank of Oromia at the hikma branch.
Cardinal issues (mission, vision, and objective)
Vision
To be the leading Private Bank in Ethiopia by 2025

To be a dynamic, well-equipped, worldwide known, and recognized center of

excellence in competence-based training, research, and consultancy services in
business and related disciplines.
 Mission
“We root our foundation in communities to provide Banking solutions that create a
greater customer experience with emphasis on cooperatives and agro-based
businesses through proper use of human resources and up-to-date technologies to
maximize stakeholders’ value”.

Objectives
Protect the interest of the bank against any harmful cause, internal and external.

Protect the employees against unfair exploitation of labor and improper utilization of
effort and skills.

Support the members during times of financial distress and unlawful eviction or
dismissal from jobs.

Promote the meeting of customer satisfaction via employee satisfaction.

Raise awareness of the rights and duties of employees in line with existing national
laws, international labor conventions, and human resource principles.

Promote to establish and enhance network communication with local and international
unions and federations.

1.2 Duties and Responsibilities of the Organization

Customer satisfaction: We strive to excel in our business and satisfy our customers.
Quality service: We are committed to offering quality service to our customers
and aspire to be branded with quality in the mind of our customers and the public.
Innovation: We encourage new ideas that can improve customer experience and
bank performance.
Teamwork: We recognize the importance of teamwork for our success.
Integrity: We are committed to the highest ideals of honor and integrity.
Public confidence: We understand that the sustainability of our businesses depends
on our ability to maintain and build the public’s confidence.

1.3 Details of activities handled during the internship period in

cooperative bank of the Oromia, Hikma branch

There are four areas of operation in the cooperative bank of the Oromia, hikma
branch.
These are:
Customer service department
Remittance department
Administration department
Credit and LC department
During my 35 days internship period, I got an opportunity to work in customer
service departments.
As a member of the department, I was assigned the responsibility 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 the
cooperative bank of Oromia, hikma branch.
1.3.1 Activities performed in the customer service department
Customer service is one of the most important departments of every organization as
it’s the department that mainly interacts with the customers. In fact, it can be said that
is the face of every organization. In the case of the banking sector, the image and
reputation of the bank depend on the way Customer service development) deals with
the customers effectively and efficiently.
The Customer service development is responsible for providing various information
and services to the customers like opening new accounts, closing existing accounts,
and transferring accounts to other branches’ balances.
Following are the details of the activities that I performed in Customer service
development:
A. Account Opening
During the first week of my internship, I learned these things at account opening
To open the account
To fill out the deposit slip
To open mobile banking
Account opening is the initial step in deposit collection. As mentioned earlier, there
are several types of account options that are provided by the Cooperative bank of
Oromia. Customers who want to open a new account are requested to fill up forms
like account opening, KYC forms, and SMS banking.
In the first section, I started work on the account opening section. Mr. IBSA AHMED
ISSAA helped me and told me how to account open and told me what types of
documents are required for the account opening procedures.
During my internship, I opened two types of accounts.
Single account
joint account

B. Handle Grievances of Customers and fill forms

Another activity that I performed when I was in Customer service development. As
mentioned earlier, one of the major responsibilities of Customer service development
is to handle and solve the queries of the customers. As an internship, I was asked to
deal with customers and help them come up with the best solution that can reduce or
ultimately solve their problems. Problems related to captured cards, incomplete
documents, replacement of cards, and lost cheques.
Likewise, helping customers with filling up the necessary forms was also one of the
key activities that I performed during my internship.
C. I open Coopaay bank for the customer or SMS banking and mobile banking
During the period of 35 days internship period in Cooperative bank of Oromia I open
many Coopaay bank or what we call Mobile banking services for the customers of the
branch.
During my internship period Madam, NEJHA MOHAMMED JUHAR helped how
to open coopaay service to the customers.
I open Coopaay bank by using Coopaay bank service number*841# after that I use
Hikma branch referral agent code 201684. Especially by opening Coopaay bank
services managers of Cooperative Bank of Oromia, Hikma branch appreciate me
because I open many Coopaay banking or mobile banking system to the customers.
1.4 My duties and responsibilities during the internship period
At the Cooperative bank of Oromia Hikma branch my duties were
Obeying the rule and regulations of the organization

Treating customers with a good approach

New account opening

Giving service as needed per the manager and other customer officers

Looking at the window transaction on the system

Details of the related learning process and new knowledge received

Apart from understanding the core banking activities, I also believe that all the
activities that were undertaken by me in these 35 days have helped me develop my
overall cognitive, analytical, and professional skills. It has taught me to deal with
different people differently. In addition, it helped me view things from several angles
and not from only one point. Thus, this actually helped to improve my analytical
skills. Similarly, I also have developed my ability to create and sustain a network of
important clients.
Following are the details of some of the key skills and knowledge learned during my
internship period: A. Practical implication of theoretical knowledge
One thing I realized is that most of the theoretical knowledge; for instance,
accounting, finance, marketing, communication, organizational behavior, human
resource management along with computer applications, all were very much being
applied in the banking sector. Even though not all these concepts were applied in
every department, these concepts, however, helped me gain a better understanding of
the responsibilities I was assigned with. B. Communication skills
Communication is probably one of the most important factors for the smooth
functioning of every organization. The banking sector is no different. In fact,
communication is the most powerful tool that can be used to convince customers to
use the products and services. A major part of my internship period required dealing
with customers coming from different backgrounds, my communication and
interpersonal skills have definitely improved a great deal. In addition to this, I also
learned to be patient and quiet while dealing with difficult customers. C.
Behavioral skills
Another skill that I got an opportunity to learn and improve on is the behavioral skills
one needs in their personal and professional life. After carefully observing the way the
employees of Cooperative Bank of Oromia dealt with the customers and their
colleagues, I too learned the proper way to behave in the workplace. To be specific, I
learned to behave well i.e., friendly, cordially and respectfully with customers,
employees regardless of the situation I was caught in. D Technical skills
During the internship I had to use different technical devices like printers, scanners,
photocopy machines, computers etc. for data entries, statement printing etc. Before
the internship, I had no clue how to use big printers and photocopy machines.
However, after the internship I learned some basic technical skills to work with such
devices.
In short, some of the key skills and knowledge that I learned during the internship are
as follows:
Understood able how to show respect to employers and customers.

I am now to demonstrate interpersonal skills better after the internship.

Negotiating and arriving at a decision.

Working with diversity/diverse populations.

Identifying, understanding, and working with professional standards.

Acquiring and evaluating information.

Improved communication and convincing skills after having to deal with customers
during rush hours and difficult situations.

Confidence was developed. As an intern in a bank facing with rush customer boost
my confidence level when we need to interact with them regarding their queries and
problem.

Benefits of an internship program for me

For the past 35 days of my internship, I gained a lot of experience from both
coworkers and supervisors. This internship provided me with practical things that I
learned in the theoretical class. The most important benefits that I gained from the
Cooperative Bank of Oromia, Hikma branch activities are improvement of my
practical skill on how customers are attracted toward service. In general, the following
points are the most developed qualities of work that are greatly encouraging us for
being successful in our daily activities gained from the internship program.
Willingness to learn from others
Cooperation among workers
Working with people of different backgrounds
Gained skill and knowledge in business disciplines
Sociality among employees at the organization
Being responsible for my action
Be a man of hard-working

Contribution and Learning Process

The 35 days of the internship period the in Cooperative bank of Oromia, hikma
branch was extremely challenging yet very fruitful and helpful. Throughout the
internship, I got an opportunity to work in different departments and with different
people. It overall helped me understand the banking sector and nature of activities
of the banking operation.
1.7 Contributions of students made during the internship
Cooperative bank of Oromia has taught me many things during my internship period.
Even though I was just a small part of the massive organization, I truly feel that I have
fulfilled my role in contributing in certain areas of operations. The followings are
some of the contributions that I have made toward the organization:
I contributed my efforts in customer services department by actively helping the
customers to fill out various forms such as account opening, SMS banking, and
mobile ban king as per their requirement.

I used to calmly handle the problems and quires of the customers and try to provide
them best solutions and answers.

Overall, in my point of view even though I was just a small part of the big
organization, I fulfilled my contributions by performing in each department and
assisting the individual departments to carry on with their daily operations.

1.8 SWOT ANALYSIS OF THE ORGANIZATION

SWOT analysis is a powerful business strategy for startup firms as well as for the
existing company. This simple framework is used to evaluate the proposition of a
firm in a cooperative Bank. A SWOT analysis guides us to identify the positives
and negatives inside our organization and outside of it, in the external
environment. Developing a full awareness of our situation can help with both
strategic planning and decisions making. The SWOT analysis method was
originally developed for business and industry, but it is equally useful in the work
of community health and development, education, and even personal growth. The
SWOT analysis is not the only assessment technique we can use but is one with a
long record of accomplishment of effectiveness, compare it to other tools found in
the community toolbox to determine if this is the right approach for our situation.
The strength of this method is its simplicity and application to a variety of level of
operation.

Strength:
Good initiation to organize
Fast services for transferring money
Good customer service
Availability of necessary resource

weakness:
Some of the weaknesses are as follows:

Poor management
Lack Integrity
Poor market area selection
Poor network utilization insufficient working area for storing money

Opportunities:
The best opportunities are as follows:
Low house expense at the outlay branch
Availability of customers at our lay branch
Experienced employees available
There is a willingness for customers to use the bank if they are aware enough
Their business sector is expanding with many future opportunities for success

Local government wants to encourage local business

Their competitors may be slow the adopt new technologies

Communicate and follows former foreign customers

Communicate with by phone others by collecting information from the foreign customer

Treats:
The following are the serious threats under consideration:
High competition among other banks
Lack of awareness of customer bank service
Lack of access to get new customers in rural areas
Global financial crises
Poor saving culture of the societies
Development in technology may change this market beyond their ability to adopt
Small change in the focus of a large competitor might wipe out any market position they achieve.

1.9 Summary, conclusions and recommendation

Summary
The cooperative bank of Oromia was established to provide banking service and
product. It was registered on 29 October 2004 in accordance with article 304 the
commercial code of Ethiopia .and was licensed by national bank of Ethiopia as
proclaim nation 84/1994 that provide for licensed and business. The banking
commercial on 8th march 2005.
Bank service and product are very important for social, economic, and political

development of mankind. As it is known cash is the most important factors in banking

operation it needs detailed management system. But in host bank the management is
poor to achieve the designed objective. Mobilization of financial resources in host
bank arises from the fact that the amount of financial resources for the purpose of
productive investment is very low. The bank has both managerial and organizational
problems to provide the required contribution from it.

Conclusion

As mentioned in the earlier chapters, internship is probably one of the best ways to
provide students and graduates with practical exposure so that they get an opportunity
to understand the working culture, systems, structure, strategy, operation and
methodologies that are carry out in different departments in an organization.
Internships also help one to test their skills, competencies along with helping them to
identify the knowledge gap between the theoretical principles and the practical work
setting. It can say that it provides students and graduates a platform to know how an
organization actually work in the real life setting with the help of personal interaction.
SWOT analysis is powerful business strategies for startup firms as well as for existing company.

The strength of Cooperative bank of Oromia hikma branch are good status of work life balance,

highly qualified work force better communication skill practice, better service quality and

customer loyalty, high level of customer satisfaction, trust within members of the bank, and highly

motivated workforce in hikma branch Cooperative bank of Oromia. The weaknesses of hikma

branch Cooperative bank of Oromia are lack of proper training and skill development program,

poor management of men, lack of infrastructure, Bad management employees’ relations, weak

customer handling by the management of the bank, low job satisfaction and some of employees

are burdened overwork. The opportunities of Cooperative bank of Oromia, hikma branch are

large untapped areas for expansion, Expansion of new investment in the town, and good image of

the Bank in the town. The threats of Cooperative bank of Oromia, hikma branch are lack of

people awareness about banking system, large and intense competition and large customer of the

branch is poorer status, lack of huge deposit and increasing customer complaint in hikma branch

Cooperative bank of Oromia.

Recommendations
The following are the possible recommendations for the advancement of the bank:
Best management for effective and efficient resource utilization
Selection strategic work place
Sustainable on-line connection for money mobilization
Good initiation and capacity building for employees
Working with good team spirit
 References

The annual report of the company by the August ,28 of 2023

The website of the organization; www.combank.et,

http//www.CBO servlet/PROD/Browser Servlet/.

The interview; information from the employers of the

organization.

The daily and weekly activities.