JI

NKAUNI
VERSI
TY

COLLEGEOFAGRI
CULTUREANDNATURALRESOURCE

DEPARTMENTOFAGRI
BUSSI
NESSANDVALUECHAI
NMANAGEMENT

COMMERCI
ALBANKOFETHI
OPI
A

DEBREBI
RHAN,
SELADI
NGEYBRANCH,
DEBREBERHANETHI
OPI
A

Ar
epor
tsubmi
tt
edi
npar
ti
alf
ulf
il
lmentoft
her
equi
rementf
ort
hesubj
ect
pr
act
icalat
tachment

By
:Hi
wotDer
bie

I
d.No:r
u/0845/
12

Bachel
orofAr
tsi
nABVM

Adv
isor
:Dawi
t.D

Dec,
2022

Ji
nka,
Ethi
opi
a
 ACKNOWLEDGEMENT
Fi
rstofal
lmydeepestt
hanksgoest
otheAl
might
yGodf
orhi
sendl
esshel
pandmake
met
ost
ayi
nli
fet
othi
sdayandenabl
esmet
ocompl
etemyi
nter
nshi
p.Ial
sowoul
d
l
i
ket
oexpr
essmydeepestgr
ati
tudet
oMr
.Bi
azel
k Ey
ayu(
Busi
nessmanager
)forher
ent
husi
ast
icsuppor
tfr
om t
hepr
epar
ati
onunt
ilt
hef
inaldi
scussi
onoft
hisi
nter
nshi
p
wi
thf
requentf
oll
owupmyact
ivi
ti
esandgui
deme.

Ihav
eagr
eatt
hanksf
ormyf
ami
l
ytheyhadbeenassi
stedmyschool
i
ngl
i
feandt
o
gi
vi
ngadv
icehowcanIgoeswi
thmypl
anni
ngact
ivi
tyt
ofi
nishmyacademi
cschooli
n
t
hisuni
ver
sit
y.

Fi
nal
l
yIwoul
dli
ket
oacknowl
edgeal
lindi
vi
dualandi
nst
it
uti
onst
hathav
ehel
pedme
mat
eri
all
yandmor
all
ydur
ingt
hepr
epar
ati
onoft
hispaper
.

I
Tabl
eofCont
ent
s
ACKNOWLEDGEMENT I
I

ABSTRACT V

LI
STOFACRONYMS VI

CHAPTERONE 1

I
NTRODUCTI
ON 1

1.
1Backgr
oundoft
heor
gani
zat
ion 1

CARDI
NALI
SSUES(
VISI
ON,
MISSI
ON,
VALUES,
ANDOBJECTI
VE) 3

1.
1.2v
isi
on 3

1.
1.3mi
ssi
on 3

1.
1.4cor
eval
ues 3

1.
1.5Obj
ect
iveoft
heor
gani
zat
ion 5

1.
1.6Or
gani
zat
ional
Str
uct
ure 6

1.
2backgr
oundofcsodepar
tment 7

1.
2.1Obj
ect
ivesofCSOdepar
tment 7

1.
2.2Responsi
bil
i
tiesoft
heCSOdepar
tment 8

1.
2.3Maj
oract
ivi
ti
esofCSOdepar
tment 8

1.
3Descr
ipt
ionoft
hej
obt
hatIwer
eassi
gned 9

1.
3.1 Obj
ect
iveofPr
act
icalAt
tachment 12
CHAPTERTWO 12

PRESENTATI
ONANDANALYSI
S 12

2.
1st
rengt
hsoft
heor
gani
zat
ion 13

2.
2.Weaknessoft
heor
gani
zat
ion 13

2.
3.cur
rentpr
obl
emsobser
vedt
hataf
fectCBEofSel
adngaybr
anch 14

Suggest
edsol
uti
on(
measur
e)t
akent
osol
veoratl
eastmi
nimi
zepr
obl
ems 14

Per
for
manceEv
aluat
ionofmyact
ivi
ti
es 15

CHAPTERTHREE 16

I
I
SUMMARYANDCONCLUSI
ON 16

3.
1summar
yoft
heov
eral
lobser
vat
ion 16

3.
2concl
usi
ons 19

CHAPTERFOUR 19

RECOMMENDATI
ON 19

4.
1Recommendat
ion 19

REFERENCE 20

I
II
 ABSTRACT
Gener
all
y,t
heobj
ect
iveoft
hispr
act
icalat
tachmenti
stoassesst
heSel
adngaybr
anch
commer
cialbankofEt
hiopi
aont
oper
for
mancemeasur
ement.
Theext
entt
owhi
ch
Sel
adngaycommer
cialbanki
sreal
i
zingi
tsvi
sionsandmi
ssi
onsandper
for
mancesof
t
heor
gani
zat
ioni
nrel
ati
ont
oit
sobj
ect
ivesTo i
ncr
easest
udent
’sknowl
edgeand
enabl
est
udentt
ocompar
ewhathavel
ear
ntsof
ari
ncl
assandwhathaveexper
ienced
i
nsummerpr
act
ical
.Topr
oducewel
lqual
i
fied,
sel
f-
rel
i
ant
,act
ive,
changeagentandr
eal
pr
obl
em sol
ver st
udent
.I
n addi
ti
on,t
he ot
her obj
ect
ive i
stoi
nvest
igat
e equal
par
ti
cipat
ionofSel
adngaycommer
cialbankwi
thot
herbankt
oitr
eal
i
zest
oit
svi
sions,
mi
ssi
onandobj
ect
ive.Notonl
yli
mit
edt
othi
sbutal
soemphasi
sthepr
obl
emsf
acedby
st
udentwhi
l
eper
for
mingsummerpr
act
icalat
tachment
.Thus,pr
act
icalat
tachment
suggest
ssol
uti
onsandsomeofpol
i
cyi
mpl
i
cat
iont
owar
dreduci
ngt
hepr
obl
emsbased
onf
indi
ng.

I
V
LI
STOFACRONYMS
ATM-Aut
omat
edt
ell
ermachi
ne

CBE-Commer
cial
BankofEt
hiopi
a

CSO-Cust
omerser
viceof
fi
cer

CSM-Cust
omerser
vicemanagement

SWI
FT-Soci
etyf
orWor
ldwi
deI
nter
bankFi
nanci
al
Tel
ecommuni
cat
ion

HSBC -HongKongandShanghai
Banki
ngCor
por
ati
on

V
CHAPTERONE

I
NTRODUCTI
ON

1.
1Backgr
oundoft
heor
gani
zat
ion

I
nEt
hiopi
atheser
viceofbanki
ngwasst
art
edmanyy
ear
sagoev
enmor
ethanacent
ury
.
I
tdat
esbackt
otheest
abl
i
shmentoft
hebankofAby
ssi
niai
n1906.Af
tert
heEt
hiopi
a
v
ict
oryov
erf
asci
stI
tal
ythest
atebankofEt
hiopi
aest
abl
i
shedbypr
ocl
amat
ioni
ssued
i
nAugust1942.Al
thought
hei
ntensi
onwast
oest
abl
i
shi
ssuedi
tasf
ull
yfl
edged
commer
cialbank,ay
earl
ateri
n1943i
twasgi
venaddi
ti
onalcent
ralbanki
ngf
unct
ion
unt
ili
twasspl
i
ntedi
n1963commer
cial
bankofEt
hiopi
aandnat
ional
bankofEt
hiopi
a.

Thehi
stor
yoft
heCommer
cialBankofEt
hiopi
a(CBE)dat
esbackt
otheest
abl
i
shment
oft
heSt
ateBankofEt
hiopi
ain1942.CBEwasl
egal
l
yest
abl
i
shedasashar
ecompany
i
n1963.I
n1974,
CBEmer
gedwi
tht
hepr
ivat
elyownedAddi
sAbabaBank.Si
ncet
hen,
it
has been pl
ayi
ng si
gni
ficantr
oles i
nthe dev
elopmentoft
he count
ry.Pi
oneert
o
i
ntr
oducemoder
nbanki
ngt
othecount
ry.I
thasmor
ethan1200br
anchesst
ret
ched
acr
osst
hecount
ry.Thel
eadi
ngAf
ri
canbankwi
thasset
sof384.
6bi
l
li
onBi
rrasonJune
30t
h2016.CBEpl
aysacat
aly
ticr
olei
ntheeconomi
cpr
ogr
ess&dev
elopmentoft
he
count
ry.

CBEi
sthef
ir
stbanki
nEt
hiopi
atoi
ntr
oduceATM ser
vicef
orl
ocaluser
s.Cur
rent
lyCBE
hasmor
ethan13.
3mi
l
li
onaccounthol
der
sandt
henumberofMobi
l
eandI
nter
net
Banki
nguser
sal
sor
eachedmor
ethan1,
352,
000asofSept
ember30t
h2016(
68%
act
iveuser
s).Act
iveATM car
dhol
der
sreachedmor
ethan3mi
l
li
on(
61%act
iveuser
s).
I
thasst
rongcor
respondentr
elat
ionshi
pwi
thmor
ethan50r
enownedf
orei
gnbanksl
i
ke
Commer
zBank.Roy
alBankofCanada,Ci
tyBank,HSBC Bank.
..CBEhasaSWI
FT
bi
l
ater
alar
rangementwi
thmor
ethan700ot
her
sbanksacr
osst
hewor
ld.CBEcombi
nes
awi
decapi
talbasewi
thmor
ethan30,
000t
alent
edandcommi
tt
edempl
oyees.Pi
oneer
t
oint
roduceWest
ern Uni
on MoneyTr
ansf
erSer
vicesi
n Et
hiopi
a ear
ly1990sand
cur
rent
lywor
king wi
th ot
her20 moneyt
ransf
eragent
sli
keMoneyGr
am,At
lant
ic

1
I
nter
nat
ional
(Bol
e),
Xpr
essMoney
..
.

CBEal
sospr
eadsi
tsbr
ancheswi
thi
nthenei
ghbor
ingcount
ri thasopenedf
es.I our
br
anchesi
nSout
hSudanandhasbeeni
nthebusi
nesssi
nceJune2009.CBEhas
r
eli
abl
eand l
ong-
standi
ng r
elat
ionshi
pswi
th manyi
nter
nat
ional
l
yaccl
aimed banks
t
hroughoutt
hewor
ld.CBEhasanumberofdi
str
ict
swi
thi
nthecount
ry

COMMERCI
ALBANKOFETHI
OPI
ASELADNGAYBRANCH i
soneoft
henewbr
anches
t
hatest
abl
i
shedi
nApr
il2012,
Sel
adngayi
slocat
edi
nSout
hpar
tofEt
hiopi
a,i
nAmhar
a
r
egi
on,i
nSemenShewaZonemoj
anaWeder
aWor
eda.
Sel
adngayi
sfoundatabout
199km f
rom t
hecapi
talci
tyoft
hecount
ryAddi
sAbaba.
Iti
scont
ract
ingdi
ff
erentt
ype
soci
alser
vicepr
ovi
der
sandi
nfr
ast
ruct
ures.Amongt
heseCommer
cialBankofEt
hiopi
a
i
sthef
ir
stser
vicepr
ovi
dingi
nst
it
uti
ont
obeest
abl
i
shedi
nthet
own.I
tisest
abl
i
shedi
n
Apr
il8,
2015.

Commer
cialbankofEt
hiopi
aSel
adngaybr
anchent
eredt
other
egul
arwor
kingwi
tha
smal
lnumberofempl
oyeeswhoar
enotexceed8empl
oyeesbut
,cur
rent
lyt
her
ear
e
about14empl
oyeesasJuneof2017andmor
ethan8500cust
omer
s.

I
ngener
albyadopt
ingandappl
yi
ngdi
ff
erentmoder
nwor
kingt
echni
quescommer
cial
bankofEt
hiopi
ainSel
adngaybr
ancht
ri
est
oachi
evei
tsv
isi
on,mi
ssi
onandt
obr
ing
desi
redeconomi
cdev
elopmenti
nthecount
ry.

CARDI
NALI
SSUES(
VISI
ON,
MISSI
ON,
VALUES,
ANDOBJECTI
VE)

1.
1.2v
isi
on

Tobecomeawor
ld-
classcommer
cial
bankbyt
hey
ear2025.

1.
1.3mi
ssi
on

Thebanki
scommi
tt
edt
obestr
eal
i
zest
akehol
der
s'needst
hroughenhancedf
inanci
al

2
i
nter
medi
ati
ongl
obal
l
yandsuppor
ti
ngnat
ionaldev
elopmentpr
ior
it
ies,bydepl
oyi
ng
hi
ghl
y mot
ivat
ed,ski
l
led and di
sci
pli
ned empl
oyees as wel
las st
ate-
of-
the-
art
t
echnol
ogy
.Thebankst
rongl
ybel
i
evest
hatwi
nni
ngt
hepubl
i
cconf
idencei
sthebasi
s
ofi
tssuccess.

1.
1.4cor
eval
ues

Ourcor
eval
uesdet
ail
edbel
ow ar
etheoper
ati
ngpr
inci
plet
hatgui
desouri
nter
nal
conductaswel
lasourr
elat
ionshi
pwi
thourcust
omer
s,par
tner
s,andshar
ehol
der
s.

1.I
ntegr
it
y
 Thebankcommitt
edtothehighestideal
ofhonorandint
egr
it
y.
 I
tstr
ivest
oactinanhonestandtrustwort
hymanner.
 I
tfi
rmlyadher
estoet
hicalpr
inci
ples.

2.Cust
omersat
isf
act
ion

 CBEst
ri
vet
oexcel
ini
tsbusi
nessandsat
isf
yit
scust
omer
s.
 I
tal
socommi
tt
edt
oof
fert
hehi
ghestqual
i
tyser
vicet
oit
scust
omer
sand
aspi
ret
obebr
andedwi
thqual
i
tyi
nthemi
ndsofi
tscust
omer
sandt
hegener
al
publ
i
c.
3.Empl
oyeesSat
isf
act
ion
 CBEcommi
tt
edt
oempl
oyeet
rai
ningandpr
ofessi
onal
growt
h.
 I
tdi
sti
ngui
shesi
tsempl
oyeesasv
aluabl
eor
gani
zat
ional
resour
ces.
4.Lear
ningOr
gani
zat
ion
 Thebanki
scommi
tt
ed t
o ant
ici
pat
eand r
espond t
oint
ernaland ex
ter
nal
changest
hroughconst
anti
mpr
ovementandadapt
ati
on.
 I
tal
sost
ri
vest
oest
abl
i
shacul
tur
ethatnur
tur
esi
ndi
vi
dual
andgr
oupl
ear
ning.
5.Teamwor
kandcol
labor
ati
on
 Thebankr
ecogni
zest
hei
mpor
tanceoft
eamwor
kfori
tssuccess.
 I
tsuppor
tst
ooneanot
herandwor
kingco-
cooper
ati
vel
y.
6.Publ
icTr
ust

3
  Thebankunder
standst
hatt
hesust
ainabi
l
ityofi
tsbusi
nessdependsoni
ts
abi
l
ityt
omai
ntai
nandbui
l
dupt
hepubl
i
c'sconf
idence.
7.Val
uef
orMoney
 I
tusesr
esour
cescar
eful
l
ytosav
eexpense,
timeoref
for
t.
8.Decent
ral
izat
ion
 CBEi
scommi
tt
edt
odel
egat
eoper
ati
onsanddeci
sion-
maki
ngr
esponsi
bil
i
ties.
9.Cor
por
ateCi
ti
zenshi
p

 CBEv
aluest
hei
mpor
tanceofi
tsr
olei
nnat
ionaldev
elopmentendeav
or
andst
ep-
upf
orcommi
tment
.
 I
tabi
desbyt
hel
aw ofEt
hiopi
aandot
hercount
ri
esi
nwhi
chwedo
busi
ness.
 I
tcar
esaboutsoci
ety
'swel
far
eandt
heenv
ironment
.

1.
1.5Obj
ect
iveoft
heor
gani
zat
ion
Everyorgani
zat
ioni
sest
abl
i
shedf ort
hei
rownobject
ives.Toachievet
hedesi
gned
object
ivet
heyhavet
owor
khardandfol
l
owupthei
ract
ivi
ti
eseff
ect
ively
.

Commer
cial
bankofEt
hiopi
aSel
adngaybr
anchhast
hef
oll
owi
ngobj
ect
ives.

 Toi
mpl
ementmanagementi
nfor
mat
ionsy
stem

 Tomaxi
mizecust
omersat
isf
act
ion

 Todev
elopcompet
encewi
thot
herpr
ivat
ebanks

 Tobui
l
dchangef
oral
lbankst
aff
s

 Toest
abl
i
shper
for
mancebasei
ncent
ives

 Todeposi
tmobi
l
izat
ionser
vice

 Toenhanceandf
aci
l
itat
ethedev
elopmentoft
hecount
ry

 Tomaxi
mizepr
ofi
toft
hebankbycr
eat
ingdi
ff
erence

4
  Tocr
eat
eawar
enessi
nthesoci
ety

1.
1.6Or
gani
zat
ionalSt
ruct
ure
Or
gani
zat
ionalst
ruct
urei
sthedi
agr
ammat
icr
epr
esent
ati
on oft
heor
gani
zat
ion.I
t
i
ndi
cat
est
hedecent
ral
i
zat
ionofpowerwi
thi
nthedi
ff
erentst
aff
sandmosti
mpor
tant
par
tforof
fi
cet
oachi
evei
tsobj
ect
ivesandmi
ssi
on

5
Empl
oyee’
spr
ofi
le
Lev
elofeducat
ion Mal
e Femal
e

Mast
er 5 0

BA.Degr
ee 9 3

Di
ploma 0

Tot
al 14 3

Tabl
e1

1.
2backgr
oundofcsodepar
tment

Depar
tment
sint
heor
gani
zat
ionar
eint
err
elat
edandwel
lor
gani
zed.Onedepar
tment

6
cancont
rolt
heact
ivi
tyofot
hert
obeef
fect
ivei
nthei
rrespect
iveact
ivi
ti
es.Ont
hei
r
dai
l
yact
ivi
ti
est
heymustr
epor
ttot
hebodywhi
chcont
rol
seachdepar
tment
.They
cont
roleachot
hert
omi
nimi
zet
hepr
obl
em ont
hej
ob,t
obef
airandaccept
abl
eby
ev
erydepar
tment
.Toachi
evet
heobj
ect
iveandv
isi
ont
heyobeyt
her
esponsi
bil
i
tyf
or
t
hej
obgi
vent
oal
ldepar
tment
s.

Al
thoughal
ldepar
tment
sar
eint
err
elat
edandcont
rol
eachot
her
,ther
eisal
soanact
ivi
ty
whi
chi
sper
for
medasadepar
tment
.CSOdepar
tmenti
sadepar
tmentwher
ethemai
n
act
ivi
ti
esar
eper
for
medatt
hef
rontoratt
hewi
ndow.Ther
eisal
soadi
rectcont
actwi
th
cust
omer
sand t
hej
ob ort
heact
ivi
tyneedsagr
eatcar
efort
heoper
ati
on.CSO
depar
tmenti
sadepar
tmentwher
eaccounti
sopened,t
ransi
ti
onsar
etakespl
aceand
cust
omer
sgetser
viceatt
hef
rontwi
ndowoft
hebank.I
tal
sor
epor
tsi
tsact
ivi
tyt
othe
CSM orcust
omerser
vicemanager
.Thepr
ocesst
akespl
aceasf
oll
ows.

1.
2.1Obj
ect
ivesofCSOdepar
tment
Thedepar
tmentofCSOhassev
eralobj
ect
ivesi
nper
for
mingi
tsdai
l
yact
ivi
ti
es.Among
t
heseobj
ect
ivessomeoft
hem ar
e;

 Toensur
est
andar
dizat
ionanduni
for
mit
yint
hecust
omerser
vicepr
ocess.

 To i
mpl
ementi
ntegr
ated and smoot
hbanki
ng sol
uti
onsi
nret
ailbanki
ng
oper
ati
onofcust
omerser
vicepr
ocess.

 Tohav
esi
ngl
esour
ceofr
efer
encei
nthei
ract
ivi
ti
es.

 Todet
ermi
nedut
iesandr
esponsi
bil
i
tiest
hateachempl
oyeeatal
llev
eli
nthe
cust
omerser
vicepr
ocess.

 Topr
ovi
deef
fi
cientandqual
i
tyser
vicet
oit
scust
omer
.

 Fol
l
owi
ngt
her
ulesandr
egul
ati
onsoft
heor
gani
zat
ion.

 St
ri
vi
ngt
othesuccessoft
hemi
ssi
onandv
isi
onoft
heor
gani
zat
ion.

 Pr
ovi
dingqual
i
tyser
vicet
othecust
omer
s.

7
  Gener
all
yCSOPr
ovi
decust
omercent
eredser
vice.

1.
2.2Responsi
bil
it
iesoft
heCSOdepar
tment
I
n any or
gani
zat
ion each empl
oyee has a r
esponsi
bil
i
ty of per
for
ming i
tsj
ob
appr
opr
iat
ely
.The depar
tmentofCSO has a r
esponsi
bil
i
tyofser
ving cust
omer
s
accor
dingt
othebasi
sofr
ulesr
egul
ati
onsoft
hebank.

 Punct
ual
i
ty

 Keepi
ngsel
f-
prot
ocol

 Ser
vingcust
omer
sopenl
y

 hav
inggoodwor
ket
hics

 Hav
inggoodappr
oacht
ocust
omer
s.

1.Accountopeni
ng:
-ther
ear
emanyt
ypesofaccount
sthosear
e:-

 Sav
ingaccount–i
sint
erestbear
ingdeposi
topenedbyl
egalandphy
sical
per
sons,
organi
zat
ionandassoci
ati
on.

 Demanddeposi
taccount–shal
lmeanani
nter
estbear
ingaccountopened
onl
ybycust
omer
swhoar
eli
ter
ate.

 Speci
aldemandaccount– meansanoni
nter
estbear
ingaccountt
hati
s
openedt
oful
lfi
l
lther
equestofcust
omerwhof
oronenotwant
sint
erestf
or
t
hei
rdeposi
t.

 Fi
xedt
imedeposi
ts–at
ypeofaccountdeposi
tisr
ecei
vedatcer
tai
nper
iod
oft
imewi
thoutmov
ementami
nimum oft
hreemont
handat
tr
act
shi
gher
i
nter
estr
atet
hanot
her
s.

 Ear
mar
kedaccount–meansaccountopenedwi
thot
herdescr
ipt
ionaf
ter
t
henameoft
heaccounthol
der
ssuchascl
ub,busi
nessnandwor
kshop
account
.

8
1.
2.3Maj
oract
ivi
ti
esofCSOdepar
tment
Theact
ivi
ti
eswhi
char
eper
for
medi
nthi
sdepar
tmentar
ethepi
l
laroft
heor
gani
zat
ion
orbank.I
tist
he engi
ne oft
he or
gani
zat
ion t
o accompl
i
sh ort
o speed up t
he
dev
elopmentoft
heor
gani
zat
ion.Act
ivi
ti
est
hatar
eper
for
medi
nthi
sdepar
tmentar
e;

 Acceptanddeposi
tcashf
rom cust
omer
s

 Wi
thdr
awi
ngcashaccor
dingt
otheor
deroft
hecust
omer
s.

 Sendi
ngemai
l
stot
hedesi
redcust
omer
s

 Cr
eat
ingoropeni
ngnewaccount
s.

 Scanni
ngt
henewopenedaccountand

 Document
ingt
heaccounti
nhar
dcopyandsof
tcopy
.

 Handl
i
ngf
orei
gnexchange–exchangeofot
hercur
rencyi
ntobi
rr
.

 Checki
ngact
ivi
ti
es– meanschecki
ngdai
l
yti
cket
swhi
char
e
f
il
ledandwr
it
tenmanual
l
y,bycompar
ingt
hei
nfor
mat
ionand
bal
anceexi
sti
ngi
nthecomput
ersy
stem.

Thepr
ocessoft
hei
ract
ivi
tyhasbeenasf
oll
ows.

Thecust
omerser
viceof
fi
cerr
epor
tst
hedai
l
yact
ivi
tyt
otheA/
seni
orcust
omerser
vice
of
fi
cerorCSM.Al
sopassal
lphy
sicalt
icket
sdoneont
ransact
iondai
l
ytot
hebr
anch
cont
rol
l
ert
oensur
ethei
ract
ivi
tybycompar
ingt
her
ecor
dedt
ransact
ionont
hesy
stem.
A/
seni
orcust
omerser
vicer
epor
tshi
sorheract
ivi
tyt
othecust
omerser
vicemanager
.
Cust
omerser
vicemanagerr
epor
tst
obr
anchmanager
.Br
anchcont
rol
l
erpassesal
l
t
icket
stoseni
orbr
anchcont
rol
l
eraf
terensur
edt
hebal
anceonphy
sicalcount
edt
icket
s
andonsy
stem becameequal
.Thenseni
orbr
anchcont
rol
l
eragai
nchecksandr
epor
tto
br
anchmanager
.Sof
inal
l
yal
lact
ivi
tyi
nbanki
scont
rol
l
edbyt
hemanageroft
hebank.

1.
3Descr
ipt
ionoft
hej
obt
hatIwer
eassi
gned
9
Thebankoror
gani
zat
ionhasadi
ff
erentdepar
tment
;eachdepar
tmenthasal
soasub-
depar
tmentordi
ff
erentj
obs.Amongt
hisCSOdepar
tmentaccountopeni
ngi
sonesub-
depar
tmentorj
obofCSOdepar
tment
.Accountopeni
ngi
sthepr
ocessofcr
eat
ingnew
cust
omert
obeser
vedi
nthebank.Cust
omer
swantt
oopendi
ff
erentt
ypesofaccount
s.
Byunder
standi
ngt
heneedsandwant
sofcust
omer
sCBEpr
ovi
desdi
ff
erentt
ypesof
account
s.Amongt
heseaccount
ssomeoft
hem ar
e;

1.Sav
ingaccount
 Or
dinar
ysav
ingaccount

 Womensav
ingaccount

 Yout
hsav
ingaccount

 Teen-
yout
hsav
ingaccount

 Educat
ionsav
ingaccount

2.Demanddeposi
taccount
 Or
dinar
ydemanddeposi
taccount
 Speci
aldemanddeposi
taccount
 ECXr
elat
edaccount

3.Fi
xed-
ti
medeposi
t
 Accountf
ormi
nor
s
 Joi
ntaccount
s
 Ear
mar
kedaccount
s
 Accountf
ori
nter
dict
edper
sons
 St
affaccount
 Cashi
ndemni
tyaccount
 Ov
erdr
aftaccount

 Icheckt
hename,
dat
eandsi
gnat
ureoft
hecust
omert
obef
il
ledpr
oper
ly.

10
  Ipar
ti
ci
pat
edi
ndi
ff
erentwr
it
ingandt
ypi
ngact
ivi
ti
est
hathel
pforcust
omer
ser
vice.

 Ihel
pedt
hecust
omer
sbywr
it
ingwi
thdr
awal
&deposi
tor
der
sfor2weeks.

 Iopenedaccount
sfor4weekst
ocust
omer
s.

 Iaccompl
i
shagi
venwor
kpunct
ualand honest
lybyobey
ing t
her
ulesand
r
egul
ati
onoft
heor
gani
zat
ion.

 Pr
otect
ingt
heof
fi
cer
esour
cef
rom damage.

 Igav
edi
ff
erentser
vicef
ordepar
tmentandcust
omer
s.

 If
il
ldi
ff
erentf
ormsbyhel
pingcust
omer
s.

1.
3.1 Obj
ect
iveofPr
act
icalAt
tachment
Wear ecommi tt
edtobestr eali
zest
akeholder
s'needswithoutcompromi singthewell
bei
ngof
ourenvi
ronmentandsocietythroughEnhancedfi
nanciali
ntermediat
iongloball
y,suppor
ti
ng
nati
onaldev
elopmentpr
iorit
ies,depl
oyi
nghighlymotivat
ed,skil
l
edanddi scipli
nedemployees
aswellasstat
e-of
-t
he-
arttechnology.

Bet heav ant-gardeofEnv ir

onment al
andSocial
issuesamongfinanci
alinst
it
uti
onsi
nEast
Afri
canr egionimpl ement i
ngenvironment
alt
reati
esandconventi
onsandl eadi
ngbyexampl
e;
Understandi tsentirecarbonfootpri
ntandcr
eateaninter
nalmechanism andexter
nal
audi
ti
ng
syst
em t osi gni
ficantl
yreduceit:

Createanenvi
ronmental
depart
mentthatl
ooksaf
tert
hebank’
sdi
rectandi
ndi
rect
Env
ironmental
andSocialmanagementsyst
ems;

Eval
uatebusi
nessesandproj
ect
sf orthei
rEnvi
ronmentalandSoci
alcompl
iancewithi
tsown
i
nter
nalexper
tsandgiveequal
weightforfi
nanci
al,Env
ironment
alandSoci
alsustai
nabi
l
ity
;

Ensur
ethedi
ffer
entl
evelsofCBE’smanagementandstaf
fsar
etaki
ngappropr
iat
e
r
esponsi
bil
i
tyf
ortheimplementat
ionoft
hepoli
cythroughmaki
nganinf
ormeddecisi
on.

11
CHAPTERTWO

PRESENTATI
ONANDANALYSI
S
Thecommer
cialbankofEt
hiopi
aSel
adngaybr
anchi
swel
lor
gani
zedt
oreal
i
zei
ts
car
dinali
ssues.I
timpr
ovesbanki
ng ser
vicef
rom t
imet
oti
meand i
nnov
atenew
t
echnol
ogyt
ogi
vesat
isf
act
iont
oit
scust
omer
.

Wor
ker
s oft
he or
gani
zat
ion ar
e account
abl
etot
hei
rcust
omer
s and gi
ve good
i
nfor
mat
ionf
orev
erysect
or.Commer
cialbankofEt
hiopi
aSel
adngaybr
anchi
swor
king
wi
thqual
i
fiedempl
oyeest
oaccompl
i
shi
tsmi
ssi
onandv
isi
ont
hroughgi
vi
ngt
heabov
e
ser
vice.

Thecommer
cialbankofEt
hiopi
aSel
adngaybr
anchi
sgov
ernment
alor
gani
zat
ionhas
i
tsst
rengt
handweaknesssi
de.Asanor
gani
zat
ioni
thast
hef
oll
owi
ngst
rengt
hand
weaknesses.

2.
1st
rengt
hsoft
heor
gani
zat
ion

 St
rongcor
por
ati
onbet
weent
hedepar
tment
sandcont
rol
l
ers

 Byappl
yi
ngnewt
echnol
ogi
esi
tincr
easesi
tspr
ofi
tabi
l
ityf
rom t
imet
oti
me

 Goodef
fi
ci
encyandet
hical
conductofst
aff
s

 Theor
gani
zat
ionmakesgoodr
elat
ionshi
pwi
thot
herl
ocalbanksandsome
f
orei
gnbanks

 I
t’
sgi
vet
rai
ningf
ori
tsempl
oyeest
oimpr
ovet
hei
rpr
ofessi
on

12
  Thebankhasqual
i
fiedandexper
iencedmanagementwhodi
dtheact
ivi
tyoft
he
bankv
erywel
l
.

 I
tal
sogi
vesawar
enesst
oit
scust
omer
sthatt
hei
mpor
tantofsav
ingaswel
las
usi
ngbankser
vice.

Asaj
obt
hef
oll
owi
ngst
rengt
h

 Ev
ent
hought
hecust
omer
sar
ecr
owdedCSOser
vedt
hem pr
oper
ly.

 Theyser
vecust
omer
saboutei
ghthour
sperdayandsi
xday
sperweek.

 Accounti
sopenedwi
thhar
dcopyandsof
tcopywhi
chmeanst
hef
il
eis
document
edi
nbot
hmannual
l
yandi
nthesy
stem.

 Theappl
i
cat
ioni
sdocument
edi
nthesy
stem aswel
lasi
nhar
dcopy
.

 Topr
ovi
decl
eari
nfor
mat
iont
ocust
omer
swhennewmet
hodsar
eadopt
ed.

2.
2.Weaknessoft
heor
gani
zat
ion

 Somewor
ker
soft
hebanknotgi
veser
vicet
othecust
omerpr
oper
ly

 Weaki
nfor
mat
ionandf
il
emanagementofsomewor
ker
s

 Somet
imest
her
eisbi
gconnect
ionpr
obl
em t
hatmakescust
omerangr
y

 Ther
eissomei
nef
fi
ciencymat
eri
all
i
kechai
rtabl
esandcomput
ersf
ort
rai
ning
st
aff
s.

 Thenet
wor
kandel
ect
ri
cpowerorl
i
ghti
ssodi
ff
icul
t.

 Somecust
omer
snotsi
gnedpr
oper
ly.

 Cust
omer
sdi
dn’
ttakecar
efort
hesuppl
i
esoft
hebank.

 Thesoci
etyi
sbackwar
dedandhasapr
obl
em onaccept
ingnewt
echnol
ogi
es.

2.
3.cur
rentpr
obl
emsobser
vedt
hataf
fectCBEofSel
adngaybr
anch

13
  Thepr
imar
ypr
obl
em r
egar
dingt
hehi
stor
icalbackgr
oundoft
heor
gani
zat
ion.
Thi
spr
obl
emsr
isesduet
olackofor
gani
zedandr
etur
ndocumenti
nthe
or
gani
zat
ion

 Lackofsuper
iorser
vicequal
i
ty

 Hi
ghcompet
it
ionf
rom aggr
essi
veexpansi
onofpr
ivat
efi
nanci
ali
nst
it
uti
on

 Wast
ageofr
esour
cel
i
keuset
elephonel
i
nef
orper
sonal
cal
lrepeat
edl
y

 Shor
tage ofof
fi
ce mat
eri
alsl
i
ke comput
ers,
fur
nit
ure and ot
her
s when
compar
edt
othenumberofcust
omer
s

 Fi
l
emanagementanddocument
ati
oni
mpr
oper
lyamongsomewor
ker
s.

Suggest
edsol
uti
on(
measur
e)t
akent
osol
veoratl
eastmi
nimi
ze
probl
ems
Thepossi
blesol
uti
onIsuggest
edf
orsuchpr
obl
emsar
ethef
oll
owi
ng.

 I
tshoul
dful
lfi
l
lal
lthenecessar
ymat
eri
alswhi
char
etechnol
ogi
cal
l
yimpr
oved
t
ofaci
l
itat
eit
sser
vice

 Theor
gani
zat
ionshoul
dhav
epr
ovi
deaqual
i
tyser
vicef
ori
tscust
omert
o
bei
ngagoodcompet
it
ori
nthemar
ket

 The or
gani
zat
ion appr
aisalsy
stem shoul
d be based on ef
fi
ciency and
ef
fect
ivenesst
hatmeans;Resour
ceconsumpt
ionwayshoul
dbewi
seand
manageabl
e.

 Tosol
vet
hepr
obl
em al
ackofdat
aabouthi
stor
icalbackgr
oundoft
he
or
gani
zat
ion,
Igat
hersomei
nfor
mat
ionf
rom headof
fi
ceandt
ryt
odocument
wi
tht
hehel
pofmysuper
visor
.

Themaj
orpr
obl
emst
hatf
acei
nthedepar
tmentar
ethef
oll
owi
ng

 Ther
eisbi
gconnect
ionornet
wor
kpr
obl
em,speci
all
ythef
ir
stt
woweeksI
st
art
edmypr
act
ical
att
achment
.
14
  Ther
eisi
nef
fi
ciencyofsomemat
eri
alsl
i
kechai
r,t
abl
eandsoon.

 Somewor
ker
shav
epr
obl
emsont
hei
rbehav
ioranddi
dn’
tgi
vepr
operser
vice
t
ocust
omer
.

Suggest
edsol
uti
onsf
ort
hepr
obl
emsi
nthedepar
tment

 Aski
ngconcer
nedbodyt
ogetenoughnet
wor
kst
hathel
ptopr
ovi
depr
oper
ser
vicef
orcust
omer
.

 To sol
vet
he pr
obl
emsofi
nef
fi
ciencyofmat
eri
alsbyaski
ng addi
ti
onal
budgetf
ort
hedepar
tmentandpur
chasi
ngt
hismat
eri
alsandmakeav
ail
abl
e
f
ort
hedepar
tment
.

 Somemi
sbehav
iort
hatdi
stur
bwor
kingcondi
ti
onandi
mpr
oper
ly,mustbe
puni
shedaccor
dingt
orul
esandr
egul
ati
onoft
heor
gani
zat
ion.

Per
for
manceEv
aluat
ionofmyact
ivi
ti
es
Fr
om t
hef
ir
stdayt
hatIhav
est
art
edpr
act
ical
wor
konf
orei
gnt
ransact
iondepar
tment
;

 Icoul
dunder
standhowt
ransact
ioni
smade

 Icoul
dunder
standt
hedi
ff
erencebet
weendomest
icandf
orei
gnt
ransact
ion

 Ihav
egoodcommuni
cat
ionwi
thot
her
satwor
kpl
ace

 Toasknecessar
ydat
aIcoul
dcommuni
cat
ewi
thmymanagerf
rom t
imet
oti
me
et
c…

Pr
obl
emsencount
eredont
hej
obandr
emedi
almeasur
es

Ther
ear
esomepr
obl
emswhi
chaf
fectmeonmyact
ivi
ti
esof45day
s.Someoft
hese
pr
obl
emsar
efr
om t
heor
gani
zat
ionandsomear
efr
om cust
omer
s.Asor
gani
zat
ion
somet
hepr
obl
emsar
elackofseat
s,l
ackofuser(
access)f
ormeandot
her
sar
ethe
pr
obl
em ofl
i
ghtandnet
wor
kthosehi
ndermyact
ivi
ti
est
onotser
vecust
omerpr
oper
ly.
Fr
om cust
omer
ssomecust
omer
sdon’
tcar
eaboutcr
it
eri
a’
stobef
ulf
il
ledpr
oper
ly

15
r
athert
hanl
ooki
ngonl
yaboutt
heser
vice.

-Someoft
hem donotsi
gnont
hewi
thdr
awalv
oucherandsomesi
gnat
ureont
he
wi
thdr
awal
anddeposi
tandont
hebookar
edi
ff
erent

-Nocor
rector
derofsendernamewhi
chi
sdi
ff
icul
ttoser
vecust
omer

-Somear
ecar
elesst
orespectt
heempl
oyeesandr
ule

-Someoft
hem br
ingi
ncor
rectaccountwhi
cht
hesy
stem i
snotr
ead

Remedi
alsol
uti
onIhav
etaken

-Ihav
edonemywor
ksmor
eti
mebyst
andi
ngf
ort
hel
ackofseat

-Ihav
etol
dtobr
anchmanagert
hesepr
obl
emst
obemi
nimi
zed

-Tocust
omerIhav
etol
dtot
hem t
ofi
l
lcr
it
eri
apr
oper
ly

-Ihav
etol
dtobr
anchmanagert
ofi
ndsol
uti
onhowcust
omer
sfi
l
lal
lcr
it
eri
a

16
 CHAPTERTHREE

SUMMARYANDCONCLUSI
ON

3.
1summar
yoft
heov
eral
lobser
vat
ion

TheRat
ional
esoft
hepr
act
icalat
tachmenti
stoappl
ythet
heor
ythet
heor
iest
hatwe
hav
eseeni
nthecl
asspr
act
icalway
.Thi
shasmul
ti
dimensi
onalpur
posest
ost
udent
s
whost
ayi
ntheuni
ver
sit
y.I
thel
pst
hest
udenthowt
odeci
dei
nther
ealwor
ldofwor
k
andt
oupdat
ehi
m/her
sel
fasanabl
eper
son.Thepr
act
icalat
tachmenthassev
eral
pur
poses.Someoft
hem ar
eli
stedi
nthef
oll
owi
ng.

I
tisf
ort
hecaset
hatt
heappr
ent
icet
oreal
i
zet
het
heor
yincl
ass
t
oreal
wor
ldt
hroughpr
act
ice.

I
tisf
ort
hatt
heappr
ent
iceshoul
dcompar
eandcont
rastt
he
economi
cthoughtwi
thpr
act
ical
wor
k.

I
tist
hathowt
hepr
obl
em i
sident
if
iedandt
hesol
uti
oni
sfound.

I
tisf
ort
hatt
heappr
ent
icet
ocheckt
her
elat
ionhe/
shehaswi
th
ot
her
sonwor
ket
c.

Si
gni
fi
canceofpr
act
icalat
tachment

Si
ncet
hemai
nobj
ect
iveoft
hispr
act
icalat
tachmentcour
sei
spr
oduci
ngqual
i
fied,
conf
identandcompet
entst
udent
s,i
thast
hef
oll
owi
ngmaj
orsi
gni
fi
cances.

 Benef
it
ingst
udent
s,byi
mpr
ovi
ngt
hei
rski
l
landknowl
edge,

 I
ncr
easi
ng pr
obl
em sol
vi
ng capaci
ty,changi
ng at
ti
tude and f
orpr
epar
ing
gr
aduat
ionpaper

 I
twi
l
lmi
nimi
zet
rai
ningcosti
ncur
redbyempl
oyer
s

17
  Benef
it
inguni
ver
sit
yinsuchawayt
hatcanpr
oducewel
ltr
ainedmanpower
,
gat
her
ingi
nfor
mat
ionf
orpr
obl
em sol
vi
ngr
esear
ches.

Rel
evanceofor
gani
zat
ionwi
thmyst
udy

Fr
om st
art
ingdat
eofmypr
act
icalat
tachmentast
hegener
alwi
tht
hebr
anchand
par
ti
cul
arl
ywi
tht
hedepar
tmentt
her
eisgoodconnect
ionwi
thmyst
udyi
nmoney
t
ransact
ionandhowt
orecor
dit
.Theor
eti
cal
l
ysi
nceIhav
est
udi
edaboutt
ransact
ionof
asset
sandl
i
abi
l
iti
esandt
hei
rrecor
dingpr
ocessi
nthecl
assandi
nmypr
act
icalst
udy
how t
o maket
ransact
ionoft
hatr
emi
tt
ancet
hisor
gani
zat
ioni
srel
evantwi
thmy
pr
act
icalst
udy
.Inot
herwayasgener
alasor
gani
zat
iont
her
eisal
sogoodconnect
ion
wi
thmyst
udyt
hatf
ort
ransact
ionandr
ecor
dingofev
ent
s.Thedepar
tmentoft
he
or
gani
zat
ionandmyst
udyi
srel
atedwi
thi
tthathasr
elat
ionwi
thFi
nanci
alAccount
ing
agai
ntheor
gani
zat
ionandmyst
udyhasgoodconnect
ion.

Appl
icabi
li
tyoft
he t
heor
ies and ot
heri
n cl
ass on t
he r
ealwor
ld or
pr
act
icalwor
kenv
ironment

Appl
i
cabi
l
ityoft
heor
iesi
npr
act
icalwor
kenv
ironmenti
sver
yint
erest
ingandi
mpor
tant
.
I
nAccount
ingandf
inancef
iel
dther
ear
emanyt
heor
iest
hatappl
i
edonr
eal
wor
ld.Some
t
heor
ieswhi
char
eappl
i
cabl
ewhenIconductt
hispr
act
ical
att
achmentar
ethef
oll
owi
ng.

 Thet
heor
iesofpr
inci
pleofAccount
ingf
orshowi
nghowt
otr
ansactev
ent
s
andhowt
orecor
dit
.

 Thet
heor
iesofpr
inci
pleaccount
ingusedt
opr
epar
ewor
ker
spay
rol
l

 The t
heor
ies off
inanci
almar
ketand i
nst
it
uti
on used t
o show how
mar
ket
abl
esecur
it
yconv
ert
edi
ntocash.

 Fr
om Engl
i
shpoi
ntofv
iew wecangethow t
owr
it
erepor
tcor
rect
lyand

18
 f
luent
ly.

Maj
orpr
obl
emst
hatIf
aceddur
ingpr
act
ical
att
achment

If
acedmanypr
obl
ems,dur
ingIwor
kthi
spr
act
icalat
tachmentt
hemaj
oronesar
e
ment
ionedasf
oll
owas:
-.

 Att
he begi
nni
ng t
ime t
hey di
dn’
tgi
ve me f
ullf
reedom t
o do act
ivi
ti
es
i
ndependent
ly.

 Someempl
oyeesar
enoti
nter
est
edf
orshar
ingt
hei
rexper
ience.

Suggest
edsol
uti
onandwayf
orwar
dforat
tachment
Thepr
obl
em ment
ionedabov
ear
esol
vedby
:-

 Iwast
ryt
oadaptnewenv
ironmentandwor
kingcondi
ti
ongr
adual
l
ybyst
uddi
ng
behav
iorofdepar
tmentmemberandshar
ingexper
ienceamongt
hem.

 Tosol
vet
ranspor
tat
ionpr
obl
em It
ryt
owakeupear
ly

 The or
gani
zat
ion shoul
d hav
eto buy addi
ti
onalmat
eri
alsl
i
ke chai
rand
comput
erst
hathel
pfort
rai
ning

 Theor
gani
zat
ionshoul
dgi
vet
heoppor
tuni
tyf
orst
udent
stopar
ti
cipat
einagi
ven
act
ivi
ti
esf
reel
yinor
dert
oimpr
ovet
hei
rknowl
edgeandpr
oduci
ngsel
f-
conf
ident
pr
ofessi
onal
s.

3.
2concl
usi
ons

Thi
spr
act
icalat
tachmentcont
ainsi
nfor
mat
ion,
incl
udei
ntr
oduct
ion,
backgr
oundoft
he
or
gani
zat
ion,car
dinali
ssues,goal
soft
heor
gani
zat
ion,or
gani
zat
ion’
sst
ruct
ure,et
c.I
t
cov
ersbackgr
oundofcommer
cialbankSel
adngaybr
anch.Theof
fi
cei
sst
andi
ngf
or
pr
omot
inggendermai
nst
reami
ng,womenempower
mentandr
espect
ingwomenand
chi
l
dri
ght
.Wor
kingt
owar
del
i
minat
ionofdi
scr
imi
nat
ionandv
iol
enceagai
nstwomen

19
andchi
l
d

Iobser
vedsomei
ssuesl
i
ket
hepr
ofessi
onal
stat
usoft
hest
affmember
s,punct
ual
i
tyof
t
hest
affmember
sandgenderi
ntheor
gani
zat
ion.Ther
ear
eal
sosomuchst
rengt
hs
andweaknessesamongeachor
gani
zat
ions.

Gener
all
y,Ihav
eequi
ppedwi
thsomeexper
ienceduet
othi
spr
act
icalat
tachmentsuch
ashowt
owor
kincooper
ati
onwi
thot
her
,et
c.Themai
npr
obl
em If
ound,soci
etyhav
e
l
ow i
nfor
mat
ionaboutbanki
ngsy
stem,negat
iveat
ti
tudeofsoci
etyt
owar
dthet
erm
bankanddepar
tment
.Lackofi
nfor
mat
ionandl
ackofenought
imear
eot
herpr
obl
ems;
howev
er,It
ri
edt
odomybesti
nor
dert
oov
ercomeorgi
ver
elat
edsol
uti
ont
othose
chal
l
enges.

CHAPTERFOUR

RECOMMENDATI
ON

4.
1Recommendat
ion

Whi
l
edoi
ngmypr
act
icalat
tachment
,Iobser
vedsomei
ssueswhi
char
ehaggl
i
ngt
othe
dayt
odayofmyact
ivi
ti
es.Ther
efor
e,Iwoul
dli
ket
osuggestonsomei
ssuest
hatI
obser
ved dur
ing accompl
i
sh my pr
act
icalat
tachmenti
n Debr
ebr
ehan di
str
ictat
commer
cial
bankofEt
hiopi
ainSel
adngaybr
anch.

Fi
rst
ly,
Iwoul
dli
ket
osuggestont
heef
for
toft
heof
fi
cet
owar
dpr
omot
ingdev
elopment
ofbanksy
stem st
udyar
ea.Banki
ngsy
stem i
sthepr
ocessoft
reat
ingev
erybanki
ng
act
ivi
tyandi
sal
sowaycr
eat
ingr
elat
ionshi
pwi
thcust
omer
s.I
tist
hedev
elopment
i
ssuest
hatr
ecogni
ze t
he i
nvol
vement(
par
ti
cipat
ion)ofbot
h man and women i
n
dev
elopmentpr
ocess.

Howev
er,t
heof
fi
cei
slagbehi
ndi
nor
dert
opr
omot
egr
owt
hwhi
chi
sthebackboneof
dev
elopment
.Thi
sisduet
olackofenoughi
nfor
mat
ioni
ntheor
gani
zat
ionwhi
chpl
aya
20
gr
eatr
olei
nor
dert
omeeti
tsobj
ect
ive.Theor
gani
zat
ionneedst
ochanget
hissi
tuat
ion
byl
ooki
ngf
orbankexper
twhi
chpl
ayagr
eatr
olei
nor
dert
opr
omot
ebanki
ngsy
stem..

Pr
inci
pleofAccount
ing;
-cust
omer
sdi
ssi
pat
eordef
alcat
ethesuppl
i
esoft
hebank
becauseofl
ackofknowl
edge.Thebankhast
odev
elopagoodi
nvent
orymanagement
t
ousei
twi
sel
y.

Ther
eisal
soaweaknessofr
ecor
dingt
ransact
ionwi
thi
ndoubl
eent
ri
es.Soi
tdev
elop
doubl
eent
ryr
ecor
dingsy
stem.

Fi
nal
l
y,Iwoul
dli
ket
osuggestt
oCommer
cialBankofEt
hiopi
aSel
adngayhav
etowor
k
pr
oper
lyt
oachi
evet
hei
rgoal
sandal
sot
oaddr
essot
herpr
obl
emsbywor
kingi
n
cooper
ati
onwi
thot
heror
gani
zat
ion,
especi
all
ynon-
gov
ernment
alor
gani
zat
ion

EFERENCRE
 Theannualr
epor
toft
hecompanybyt
hemar
ch31of2017

 The websi
te of t
he or
gani
zat
ion;www.
combank.
et,ht
tp/
/www.
CBE ser
vice
/
PROD/
BrowserSer
vice/
.

 Ther
evi
sedpr
ocedur
eofCBE

 Thei
nter
view;
inf
ormat
ionf
rom t
heempl
oyer
soft
heor
gani
zat
ion.

 Thedai
l
yandweekl
yact
ivi
ti
es.

21
22