JIGJIGA UNIVERSITY

COLEGE OF BUSINESS AND ECONOMICS

DEPARTMENT OF MANAGEMENT

THE REPORT OF INTERSHIP UNDERTAKEN IN AHADU BANK JIGJIGA BRANCH

BY: MELKAMU GETAHUN (R/2030/13)

ADVISOR :MR ENDRES(MBA)

SUB DATE APRIL 2024

Table of content page

I. Acknowledgment………………………………………………………………………2
II. Abstract……………..……………………………………………………………….....3
III. List of acronym……………………..………………………………………………….5

Chapter one 1.Introduction

Part one organizational report…………………………………………………………….....…6

1.1 Background of the organization………………………………………………………..…...…6

1.2 Cardinal issues [Mission, value , and objective……………………………..……….…...….7
1.3 Value of the organization…………………………………………………………………...…7
1.4 Organizational structure……………………………………………………………………....8
1.5 The extent to which the organization is realizing its mission, vision objective
And performance of the organization……………………………………………………...….9
1.6 SWOT analysis of the organization…………………………………………………….........10
1.7 Current problem observed that affected Dashen bank in kulmye
branch…………...................11
1.8 Suggested solution taken to solve …………………………………...………………………11

Chapter two, Activity report

2.1 Background of customers account and transaction service

department……………………...............................................................................12

2.2 objective of the department ………………………………………………………………….12

2.3 Major duties and responsibilities of the department……………………………………...….13

2.4 The responsibilities and major activities me as a member of department………………...…13

2.5 performance evaluation of my activities……………………………………………..………14

2.6 How to register Amole wallet , ATM , mobile banking and how to deposit or withdrawal
cash………………………………………………………………………………...…………….15
Chapter Three , attachment evaluation

3.1Rationales of practical attachment…………………………………………………………..17

3.2 Significance of practical attachment………………………………………………………..17

3.3 Relevance of organization with study………………………………………………………18

3.4 Applicability of the theories and other on the real world …………………………..………18

3.5 major problem that I faced during the attachment………………………………………….18

3.6 Suggested solution and way forward for attachment………………………………….........19

3.7 Benefits gain from internship work……………………………………………………....…19

Chapter four

4. Conclusion and recommendation………………………………….…………………….……20

4.1 Conclusion…………………………………………………………………………..……….20

4.2 Recommendation………………………………………………………………………...…..21

4.3 Reference……………………………………………………………………………….……22

Acknowledgement
First of all, I would like to thanks God for helping me to success fully complete my break
practical attachment.
Secondly, I would like to give my sincerely thanks to Jigjiga University, especially college of
business and economics giving me a great chance of practical attachment in break and thanks to
the whole staff of the management department

Then I also thanks, to tsehay bank

Bank in Jigjiga city Kulmiye branch. Sincerely manager of Kulmiye Branch Mr. and staff
members to accepting this program and give necessary materials, information and awareness
about the task for doing this program.

I have great thanks for my family they had been assisted my schooling life and to giving advice
how can I go with my planning activity to finish my academic school 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.

Abstract
Generally, the objective of this practical attachment to assess in Ahadu Bank Jigjiga branch
on to performance measurement .
To increase student’s knowledge and enable student to compare what have learnt so far in class
and what have experienced in 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 in Ahadu Bank Jigjiga
branch with other bank to it realizes to its visons, mission and objective. Not only limited to this
but also emphasis the problems faced by student while performing practical attachment. Thus,
practical attachment suggests solutions and some of policy implication toward reducing the
problems based on finding.

I. LIST OF ACRONYMS
TB_ tsehay Bank

FP- Financial Performance

HRM-Human Resources Management

ATM-Automatic teller machine

CRM-customer relation manager

 CHAPTER ONE

History of campany

1.1 Historical Background of The Bank

Ahadu Bank is a private commercial bank in Ethiopia that was established in 2014 E.C.Ahadu
Bank is founded by over 10,000 Shareholders and incorporated under the Ethiopian banking
business Proclamation to provide a full-fledged commercial banking services

The bank is headquartered in Addis Ababa and offers a wide range of banking services to
individuals, businesses, and institutions. Ahadu Bank aims to provide innovative and customer-
focused financial solutions to support the growth and development of the Ethiopian economy.
The bank is known for its commitment to financial inclusion and sustainable banking
practices.The bank was founded by a group of prominent Ethiopian businesspeople and
professionals with the vision of creating a modern and customer-centric financial institution.
Ahadu Bank received its banking license from the National Bank of Ethiopia and officially
began operations in the same year.

Since its inception, Ahadu Bank has focused on expanding its presence and reach across
Ethiopia. The bank has steadily grown its network of branches and ATMs in major cities and
towns, making its services more accessible to customers throughout the country. Ahadu Bank
has also invested in technology and digital banking solutions to enhance customer experience
and provide convenient banking services.

Over the years, Ahadu Bank has built a strong reputation for its commitment to customer service,
financial innovation, and ethical business practices. The bank has introduced a wide range of
products and services tailored to meet the diverse needs of individuals, businesses, and
organizations in Ethiopia. Ahadu Bank has also actively involved in supporting community
development initiatives and promoting financial inclusion in the country.

As Ahadu Bank continues to grow and evolve, it remains dedicated to its mission of contributing
to the economic development of Ethiopia and empowering customers with reliable and efficient
banking solutions. The bank's journey reflects its determination to become a leading financial
institution in Ethiopia and make a positive impact on the lives of its customers and the broader
community.

1.2 Cardinal issue (Mission, Values, vision and objective) of the organization
Vision of the organization

The vision of Ahadu Bank is to be a leading financial institution in Ethiopia, providing

innovative banking solutions and exceptional customer service. They aim to be the bank of
choice for individuals, businesses, and communities, contributing to the economic development
and prosperity of the country. Ahadu Bank envisions a future where they are recognized for their
ethical practices, financial stability, and commitment to social responsibility.

Mission of the organization

The mission of Ahadu Bank is to provide accessible and reliable banking services to individuals,
businesses, and communities in Ethiopia. They strive to offer innovative financial solutions that
meet the diverse needs of their customers while maintaining the highest standards of integrity
and professionalism. Ahadu Bank is committed to fostering financial inclusion, driving
economic growth, and making a positive impact on society through their banking services and
community engagement initiatives.

Values of the organization

 Corporate citizenship: -The bank abides by the law of the Ethiopia and other countries
in which it do business.
 Customer Satisfaction: -The bank strives to excess in it is business and satisfy
customers.
 Quality service: - The bank committed to offer quality service to customer aspires to
brand to with quality is the mind of customer and general public.
 Innovation: -The bank encourages new ideas that can improve customer experience and
the banks experience.
 Team work: - The bank recognizes the importance of team work for the bank success
and also respects diversity of view point.
  Integrity:- The bank committed to the highest ideal honor and integrity
 Employees: -The bank recognizes the employees as valuable organizational resources.
 Public confidence: -The bank understand that the sustainability of bank business bank it
depends on its ability to maintain and build up public confidence.

Objective of the organization

Every organization is established for their on objectives. To achieve they have to work hard
and follow up effectively. Ahadu Bank Jigjiga branch has the following objectives.

 . Providing convenient and accessible banking services to individuals, businesses and

communities in Ethiopia.
 . Offering a wide range of financial products and services to meet the diverse needs of
customers.
 . Promoting financial inclusion by reaching underserved populations and expanding
access to banking services.
 . Driving economic growth by supporting businesses with financing and banking
solutions.
 .Maintaining high standards of integrity, transparency, and professionalism in
operations.
 Enhancing customer satisfaction through excellent service delivery and innovative
solutions.
 Contributing to the development and prosperity of Ethiopia through responsible
banking practices and community engagement initiatives.

1.4 Organizational Structure

Organizational structure is the most important part for office to achieve its objectives and
mission

BRANCH MANAGER

MANAGER BRANCH OPERTION MANAGER MANAGER BRANCH CONTROL

BRANCH BUSINESS
Senior banking operation Customer service Senior branch
officer manager-sales controller

Customer service Branch controller

Banking operation officer
manager-service

Senior banking Accountant

Junior officer business officer

 How the organization is organized to achieve objectives and mission ?

To achieve the objective and vision they obey responsibility for the job given to all
departments.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 check and report to branch manager. So finally all activity in bank is controlled
by the manager of the bank.

1.5 Main products of Ahadu Bank

Ahadu Bank offers a range of products and services to meet the financial needs of individuals,
businesses, and organizations in Ethiopia. Some of the key products and services offered by
Ahadu Bank include:

 Savings Accounts: Ahadu Bank provides various types of savings accounts with
competitive interest rates to help customers save and grow their money.
  Current Accounts: Customers can open current accounts with Ahadu Bank for day-to-
day banking transactions, including deposits, withdrawals, and payments.
 Fixed Deposits: Ahadu Bank offers fixed deposit accounts with attractive interest rates
and flexible terms to help customers earn higher returns on their savings.
 Loans and Overdrafts: Ahadu Bank provides a range of loan products, including
personal loans, business loans, and overdraft facilities, to support customers' financial
needs.
 Mobile and Internet Banking: Ahadu Bank offers convenient mobile banking and
internet banking services that allow customers to access their accounts, transfer funds,
pay bills, and perform other banking transactions online.
 Foreign Exchange Services: Ahadu Bank facilitates foreign currency exchange services
for customers traveling abroad or engaging in international trade transactions.
 Remittance Services: Customers can use Ahadu Bank's remittance services to send and
receive money domestically and internationally.

 Card Services: Ahadu Bank issues debit cards and prepaid cards that customers can use
for cashless transactions at ATMs, point-of-sale terminals, and online merchants.

These are just some of the products and services offered by Ahadu Bank to cater to the diverse
financial needs of its customers in Ethiopia. The bank continues to innovate and expand its
product offerings to provide comprehensive banking solutions and enhance customer
satisfaction.

1.5 The extent to which the organization is realizing its visions and missions and
performance of the organization in relation to its objectives.

The tsehay bank in Jigjiga Kulmye branch I 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.
Workers of the organization are accountable to their customer and good information for every
sector tsehay Bank in Jigjiga Kulmye branch its mission and vision through giving the above
service

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

Ahadu Bank in Jigjiga branch is non-governmental(private share company) organization has its
strength and weakness side there are also have good opportunities and threats that speed up and
retard the bank over all work process respectively.

Strength of the organization

 Strong Local Presence: Ahadu Bank has a strong presence in Ethiopia with a network
of branches and ATMs across the country, making it easily accessible to customers.

 Diverse Product Portfolio: The bank offers a wide range of products and services
tailored to meet the financial needs of individuals, businesses, and organizations,
providing comprehensive banking solutions.
 Customer Service: Ahadu Bank is known for its customer-centric approach, offering
personalized services and efficient customer support to ensure a positive banking
experience.
 Technological Advancements: The bank has invested in technology to provide
convenient banking solutions, including mobile banking, internet banking, and card
services, enhancing customer convenience.

Weakness of the organization

 Limited Market Share: Ahadu Bank faces competition from established banks in
Ethiopia, which may limit its market share and growth potential.
 Regulatory Environment: Like other banks in Ethiopia, Ahadu Bank operates in a
challenging regulatory environment that may impact its operations and profitability.
 Brand Awareness: Ahadu Bank may face challenges in building brand awareness and
attracting new customers due to competition and market saturation.
  Limited International Presence: The bank's international presence and exposure may be
limited compared to larger banks with global operations, potentially impacting its ability
to serve customers engaged in international transactions.

Opportunity of the organization

 Market Expansion: Ahadu Bank could explore opportunities to expand its market
  presence by opening new branches or offering innovative financial products and services
to attract more customers.
 Technological Advancements: Leveraging technology to enhance digital banking
services, improve operational efficiency, and provide a better customer experience can be
a significant opportunity for Ahadu Bank.
 Strategic Partnerships: Collaborating with other financial institutions, fintech
companies, or strategic partners could help Ahadu Bank access new markets,
technologies, and customer segments.
 Diversification of Services: Introducing new financial products or services, such as
wealth management, insurance, or investment advisory services, can help Ahadu Bank
diversify its revenue streams and attract a broader customer base.
Threat of the organization

If the organization follows the current organizational structure for the future may face the
following challenges.

 Economic Uncertainty: Changes in economic conditions, such as inflation,

interest rates, or recession, can impact Ahadu Bank's profitability, loan quality,
and overall financial performance.
 Regulatory Compliance: Strict regulatory requirements and compliance
standards in the banking industry could pose a threat to Ahadu Bank's operations,
leading to increased costs or penalties for non-compliance.
 Competition: Intense competition from other banks, fintech startups, or non-
bank financial institutions could erode Ahadu Bank's market share, customer
base, and profitability.
 Cybersecurity Risks: The increasing frequency and sophistication of cyber
threats pose a significant risk to Ahadu Bank's data security, customer privacy,
and reputation.
1.7 Current problems observed that affect Ahadu Bank in Jigjiga branch
 The primary problem regarding the historical back ground of the organization. This
problems rises due to lack of organized and return document in the organization
 Lack of superior service quality
  High competition from aggressive expansion of private financial institution
 Wastage of resource like use telephone line for personal call repeatedly
 Inefficiency of office materials like computers ,furniture and others when compared
to the number of customers
 File management and documentation improperly among some workers.
4.4 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
 The organization should have provide a quality service for its customer to being a
good competitor in the market
 The organization appraisal system should be based on efficiency and effectiveness that
means
 Resource consumption way should be wise and manageable.
 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.

CHAPTER TWO
activity report
2.1 Back ground of customer account and transaction service department

Customer account and transaction service department is one of the sectors of Ahadu Bank
in Jigjjiga 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 Objective of the department

 To ensure standardization and uniformity in the customer service process.

 To smoothly implement integrated banking solutions in retail banking operation of
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.

2.3 Major duties and responsibilities of the department

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.
 Womens saving account -promoting womens saving habit by adding the interest
rates.
 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 and work shop account.

2) Duties related to cash

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

4) Handling foreign exchange – exchange of other currency into birr.

5 ) checker activities – means checking daily tickets which are filled and written manually, by
comparing the information and balance existing in the computer system.

2.4 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 Ahadu Bank in Jigjiga branch .

 I opened account for more than 30 customers by supporting employees

 I check the name, date and signature of the customer to be filled properly.
 I participated in different writing and typing activities that help for customer service.
 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.

2.5 Performance Evaluation of my activities

From the first day that I have started practical work on foreign transaction department;

 I have good for knowledge of the work

 I could understand the difference between domestic and foreign transaction
 I have good communication with others at work place
 MeTo ask necessary data I could communicate with my manager from time to time etc…
 I have good for punctuality and attendance

2.6 How to register Amole wallet, ,and How to deposit or withdrawal customers cash

How to register amole

 TO register customers in amole wallet internet banking , these process should be followed:-

1. Retailer;
2. Customer;
3. New prospect customers creation;
4. Individuals customers ID;
5. Account
6. Account opening;
7. Saving account;
8. Enter customers ID then enter to;
9. Signature capture;
10. Capture an image,
11. Commit

How to deposit customer’s cash

 Teller
 Teller operation
 Teller cash
 Cash deposit LYC
 Enter customers account
 Enter customers amount
 Commit
How to withdrawal customers cash

 Teller
 Teller operation
 Teller cash
 Cash withdrawal LYC
 Enter customers account
 Enter customers amount
 commit
HOW to register mobile banking
  To register customers mobile banking are following process
 First it needs customers ID
 Customer
 Subscribe for alert
 Mobile banking administration
 New mobile banking service arrangement
 Then enter customers data
 Commit

. CHAPTER THREE
Attachment evaluation

3.1 Rationales 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.

 It is for the case that the apprentice to realize the theory in class to real world through
practice.
 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.

3.2 Significance of practical attachment

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

3.3 Relevance of organization with my study

From starting date of my practical attachment as the general with the branch and particularly
with the department there is good connection with my study in foreign remittance transaction.
Theoretically since I have studied about foreign remittance in class and in my practical study
how to make transaction of that remittance this organization is relevant with my practical study.
In other way as general as organization there is also good connection with my study that for that
foreign transaction is the department of the organization and my study is related with it that has
relation with Economics again the organization and my study has good connection.

3.4 Applicability of the theories and other in class on the real world or practical work
environment
 Applicability of theories in practical work environment is very interesting and important.
In marketing 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
 The theories of principle accounting used to prepare workers payroll
 The theories of international trade used to show exchange of currency.
 From English point of view we can get how to write report correctly and fluently.
 How to atract our customers in service marketing

3.5 Major problems that I faced during the attachment

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

 At the beginning time they didn’t give me full freedom to do activities independently.
 The transportation system is very crowded, because of this it is difficult to me reach
work place on time.
 Shortage of some extra or additional working materials like chair and computers for
trainers.
 Some employees are not interested for sharing their experience.

3.6 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 studding
behavior of department member and sharing experience among them.
 To solve transportation problem I try to wake up early
 The organization should have to buy additional materials like chair and computers that
help for training
 The organization should give the opportunity for students to participate in a given
activities freely in order to improve their knowledge and producing self-confident
professionals.
3.7 Benefits gain from internship work

I gain some skills from internship skills such as

1 communication skill; there are various ways to communicate these days. But potential
employees tend to look towards our ability to speak and write professionally. I make the best of
every opportunity to demonstrate your verbal skills and writing prowess. I engage in well written
format and able to supply thoughtful answers to likely interview questions, and my ability to
communicate effectively by conveying information and translating ideas among coworker’s
supervisors become essential for development of my communication skill.

2, Experience work ; we all need work experience before we can be considered as an employee
able bud do not deceived. Experience work will involve me learn more than you have ever
known about work place politics and office relationship, which bring us to our next skill.

3 Team work skill; internships are professional rules where every team members must work
together to accomplish any tasks, during internship, I had remain focused on the teams goal. I
also develop a patient, positive and considerate members of your team.

4, critical thinking and problem solving skills; it refers overall problem solving skills and your
ability to evaluate and analyze an issue are a situation and then respond effectively.

In internship practical work I demonstrated to ask questions and examine issues from various
angle, internship roles also help me to think critically to provide creative solutions to work
challenges.
 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 Ahadu Bank in Jigjiga branch . The office is standing for promoting gender
mainstreaming, women empowerment and respecting women and child right. Working toward
elimination of discrimination and violence against women and child.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 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 Ahadu Bank in Jigjiga 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 way creating relationship with customer. It is the
development issues that recognize the involvement (participation) of both man and women in
development process.

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 Ahadu Bank in Jigjiga 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 of 2019

 The interview; information from the employers and employees of the organization.
 The daily and weekly activities.
 From some loyal customers of the bank
 From any written documents about the organization