COLLEGE OF BUSINESS AND ECONOMICS

DEPARTMENT OF ACCOUNTING AND FINANCE

Internship report customer service department at Gadaa Bank S.C

Internship period: 19-oct-2023 up to 26- oct- 2023

Name of Organization: Gadaa Bank

Report submission: 27-oct -2023

Submitted to Department of Accounting and Finance

Prepared by: 1. Tamirat Girma 5. Dinkinesh Abara

2. Dagim Solomon 6. Meseret Asefa

3. Wubayewu Abebe 7. Nejat

4. Birhane Dereje

October ,2023
Mattu,Ethiopia

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Contents

Abstract......................................................................................................................................... 1
Acknowledgment........................................................................................................................... 1
PART ONE: - ORGANIZATIONAL REPORT............................................................................3
1.1 Background of the Gadaa Bank.............................................................................................. 3
1.2. Cardinal issues missions, vision, and objective of the Gadaa Bank...................................3
1.2.1Mission........................................................................................................................................3
1.2.2. Vision........................................................................................................................................3
1.2.3. Objective....................................................................................................................................3
1.2.4. Value.........................................................................................................................................4
1.3. Organizational structures........................................................................................................ 5
 Organizational Structure of Gadaa Bank.................................................................................5
1.4. The extent to which the organization is realizing its visions and missions and performances
of the organization in relation to its objectives..............................................................................6
1.5. Strength, weakness, opportunity and treat (SWOT) analysis of the organization Strength.....6
1.5.1 Strength of Gadaa Bank.............................................................................................................6
1.5.2 Weakness of Gadaa bank............................................................................................................6
1.5.3 Opportunities:-............................................................................................................................6
1.5.4 Threats:-......................................................................................................................................7
1.5. Problems observed that affect the organization at current time and its critical issues.............7
1.6. Suggested solutions or measures to be taken to solve or at least minimize the problems........7
PART TWO: - ACTIVITY REPORT............................................................................................8
2.1Background of the department/division where you have been working....................................8
2.2. Objectives and major responsibilities as well as activities of the department or division.......8
2.3 Your responsibility and major activities of as member of department.....................................8
2.4 Performances evaluation of your activities..............................................................................8
2.5 Problems encountered on the job and remedial action I have taken.........................................9
2.6 Problems encountered by the department and suggested solution............................................9
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PART THREE: - ATTACHMENT EVALUATION...................................................................10
3.1 Rationales of practical attachment.........................................................................................10
3.2 Significances of practical attachment...................................................................................10
3.3 Relevance of the organization and my activities....................................................................10
3.4. Applicability of the theories and others in class on real world or practical wok environment
(the specific theory, area and course should be mentioned clearly).............................................11
3.5 Major problem that we faced during the attachment..............................................................11
3.6 Suggested solutions during the practice.................................................................................11
PART FOUR: - CONCLUSION AND RECOMMENDATION.................................................12
4.1 Recommendation................................................................................................................... 12
4.2 Conclusion............................................................................................................................. 12
Reference..................................................................................................................................... 13

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Abstract
This practical attachment's main goal is to evaluate the performance of the Gadaa bank
Mattu branch. The degree to which the Gadaa Bank Mattu branch is carrying out its vision
and mission, as well as the organization's effectiveness in relation to its goals. The purpose of
this practical attachment was to broaden students' knowledge and provide them the
opportunity to contrast what they had learned in class thus far with their practical
experiences. To generate students that are highly competent, independent, engaged, change
agents, and effective problem solvers. The investigation of Gadaa Bank of Ethiopia's equal
participation with other banks in achieving its vision, purpose, and target is another goal.

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Acknowledgment
First and foremost, I want to express my sincere gratitude to the Almighty God for continuing
to support me, keep me alive to this day, and allow me to finish my internship. My sincere
gratitude is to Mr. (General Manager) Mulgeta Kasa & Employees Gadaa bank Mattu
branch, Mattu university department of Accounting and Finance, ,For inspiring and guiding
me throughout my internship.
The internship program was made for one week, which included various tasks and learning
that verged to be meaningful towards my career in banking .
Finally, we would like to thank all people, family members, and colleagues for their precious
time, valuable suggestion and their countless help during our internship period. We perceive
this opportunity as a milestone in our career development. We will strive to use skills and
knowledge in the best possible way which we gained by working as an intern in this bank.

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PART ONE: - ORGANIZATIONAL REPORT

1.1 Background of the Gadaa Bank

Gadaa Bank v has earned its license on April 26, 2022 G.C to join Ethiopian banking
business. The Bank has been established with more then 1.167 ETB billion subscribed capital
from over 30,000 of its shareholders.

The Bank’s focus of work is on the transformation of the medium and low-income sections of
society. Gadaa Bank stands to serve the undiscovered or unrecognized groups in the financial
and Banking sectors yet which hold the majority part of the Ethiopian population pastorals,
farmers, women who do not have access to financial services, young entrepreneurs (including
college graduates and role students ) and in particular to loan types that suit their contexts.

Gadaa Bank has its founding shareholders meeting in August 2021. The Bank has its most
satirical management appointed at this meeting in the presence of Oromia Regional State
president Shimelis Abdissa, senior officials, Enterprises, and other business entities the Bank
chooses its eleven board of directors and a CEO as a leader of the company on this ceremony.
The bank has been established with more than subscribed capital. The shareholders are
mainly youth residing both in the country and overseas. Gada Bank branches through the city
and the surrounding. The new bank has over 30 branches.

1.2. Cardinal issues missions, vision, and objective of the Gadaa Bank

1.2.1Mission
We are committed to deliver superior and customer-centric full-fledged banking services to
our community in a friendly environment by deploying competent employees and art –of –
technology whilst optimizing shareholders' value.

1.2.2. Vision
To be the Bank that Ignite Inspiration and Committed to Fulfil Your Dream.

1.2.3. Objective
 to contribute towards economic empowerment and holistic transformation of
the low & medium-income section of the population in the country.

 Maximizing profitability through increased efficiency.

 To contribute to the general economic development efforts of nation.

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  Enhance growing market share.

 Provide differentiated, varied and value added banking services.

 Increasing employee satisfaction and developing their skill.

1.2.4. Value
 Integrity

-We do the right thing, even when no one is watching;

-We keep our word and honor our commitments;
-We maintain confidentiality and privacy of all.
 Customer Satisfaction
-We strive to excel our business and satisfy our customers
-we are committed to offer the highest quality service to our customers and aspire to
branded with quality in the minds of our customers and the General public
 Employee satisfaction
-we are committed to employee training and professional growth
-we distinguish our employees as valuable organizational resources
-we recognize our employees for their achievements
 Learning organization
-we are committed to anticipate and respond to internal and external changes through
constant improvement and adaptation
-we strive to establish a culture that nurtures individual and group learning
 Teamwork and collaboration
-we recognize the importance of teamwork for our success
-we support one another and work co-operatively
 Public trust
-we understand that the sustainability of our business depends on our ability to
maintain and buildup public confidence
 Value for money
-we deliver the same level of service for less cost, time or effort
-we deliver a better service or getting a better return for the same amount of expense,
time or effort
-we use resources carefully to save expense, time or effort

 Decentralization
-we are committed to delegate operations and decision-making responsibilities
 Corporate citizenship
-we value the importance of our role in national development endeavors
-we abide by the laws of Ethiopia and other countries in which we do business
-we care about the welfare of the society and the environment

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1.3. Organizational structures
The structure of an organization consists of the coordination of the individuals and collective
departments within the organization to collaboratively reach a final and shared goal in the
most effective and efficient manner.
In order for the organization in question to reach its full potential, Gadaa bank maintains a
clear and consistent balance between the organization and the people employed within the
organization, as it is through the successful interaction between these two aspects of a
business that the necessary and effective structure can be achieved and maintained. The
structure of Gadaa bank may be very similar to a regular organization, depending on the size
of the bank. Gadaa Bank is governed by the Board of Directors consisting of a Chairperson,
a Vice Chairperson and Nine Directors.

 Organizational Structure of Gadaa Bank

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

 To achieve mission, vision and objective Gadaa’s officials plan to raise the paid-
up capital to 1.167 billion Birr in the next five years through the sale of shares to
the public and current stakeholders.
 The bank’s paid-up capital reached 600 Million Birr at the end of the 2022/23
financial year.

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

organization Strength
1.5.1 Strength of Gadaa Bank
 Services that are safe and trustworthy and are adapted to the needs of the clients;
 It prioritizes the public interest;
 Decentralized working environment;
 Innovative Culture: it enables WBE to create distinctive goods and services that
satisfy the needs of their clients;
 Economies of scale are the cost benefits that Gadaa bank achieves as a result of size;
the bigger the volume, the greater the benefits;
 Technology: Due to its superiority, Gadaa bank is better able to satisfy the needs of
its clients than rivals;

1.5.2 Weakness of Gadaa bank

 Competitive market
 Investment in research & development
 Comparatively low pay compared many private banks

1.5.3 Opportunities:-
The level of income is steadily rising.
 Population growth
 New products and Services
 Growing economy
 New Technology
 The goal is to establish a world-class Gadaa bank by 2025.

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1.5.4 Threats:-
 Increase in labor costs
 Growing competition
 External business risks

1.5. Problems observed that affect the organization at current time and its
critical issues
Has faced some challenges relating with e- payment service. Among the challenges Security,
Standardization, Regulatory and Legal Issues, Infrastructure, Heavy Investment Costs, and
Socio-Cultural Challenges are the serious ones. And it affected the development of the
service as expected.

1.6. Suggested solutions or measures to be taken to solve or at least

minimize the problems.
 Increase the awareness of society
 Building infrastructure’s

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PART TWO: - ACTIVITY REPORT

2.1Background of the department/division where you have been working

Customer service officer department is one of the sectors of Gadaa Bank Mattu 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. More
than 5 employees make up this department, each of whom works 8 hours per day and is
responsible for something on their own.

2.2. Objectives and major responsibilities as well as activities of the

department or division.

● To smoothly implement integrated banking solutions in customer service process.

● To have single source of reference to perform.
● To determine duties and responsibilities that each employee at all level in the Customer
service process.
 To provide efficient and quality service to its customers.

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

2.3 Your responsibility and major activities of as member of department

 Account opening
 duties related to customer service
 Opening account
 Pay cash and receive cash

2.4 Performances evaluation of your activities

As a department member, I am also accountable for carrying out the department's duties.
When I was a participant at the Gadaa Bank Mattu branch, we performed the following
specific actions as an apprentice based on those general activities.
 I supported employees by opening accounts for more than 20 customers.
 I make sure the customer's name, date, and signature are correctly filled out.
 I provided several services for the department and the clients.
 I complete a task on time and honestly by according to the guidelines and rules.

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2.5 Problems encountered on the job and remedial action I have taken
Problems encountered on the job
 I put in a lot of time studying, learning, and preparing for my careers; however, the
true challenge comes once all my knowledge is put to the test in a real-world
situation. When undertake my very first working experience while participating in the
Attachment, and are often expected to participate at the same level as an
organization’s full-time employees, this can lead to stress or feelings of being
overwhelmed, which may deter some individuals from realizing my true potential in
my career.
 Getting confused because I didn’t get enough guidelines or directions.
 Fear to ask questions, I am not even sure which of my colleagues will help me or will
they feel disturbed. I feel hesitant in interrupting them.
 The hierarchy in the organization was difficult to understand during the first few
days. Since I need to be clear about whom I am reporting and who is reporting to
whom.

Suggested solutions
The way to combat those overwhelming feelings is to keep an open line of communication
between me, employer, and my internship program advisor. Additionally, if I am unsure of
how to complete a certain task, it won’t hurt to ask the employees or a colleague for help.
Generally, freely ask questions where I get confused, try to blend in with the office people,
and socializing with colleagues will help me to adjust to the office and the work too.

2.6 Problems encountered by the department and suggested solution

The working environment is the most crucial demand of the department. The lighting and the
ventilation in the room is not good enough.
Therefore, create a space where all feel welcome and supported for employees to stay
motivated, improving ventilation and air filtration is important for the office to ensure fresh
air is coming in and existing air is cleaned and keeping a space well-lit with white light and
with the right color temperature is important for better working environment within the
department.
Problems with poor customer management in some employees. Hence, ensure all customer
service personnel are adequately trained and updated on the latest industry trends and best
practices. This will ensure that they can provide quality service to clients and deal with any
complaints effectively and timely. Some employees have computer skill gap, so it is better to
give advanced digital training. There is also Stationary material shortage in some days, hence
proper materials purchasing schedule need to be implemented.

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PART THREE: - ATTACHMENT EVALUATION

3.1 Rationales of practical attachment

The rationale of practical attachment includes it enhances Cross-training which allows us to

experience and practice different work-related skills. Job guidance provided by the practical
attachment program creating confidence in the students. The students develop confidence to
join the industry being multi-skilled and competent enough. This does not only enhance
employee skills but also gives companies the benefit of having employees who can perform
more jobs. The attachment also gives employees a better appreciation of what co-workers do
and how their own jobs fit in with the work of others to achieve company goals .
This attachment has great importance behind it. It is primarily planned to check how the
theoretically learned courses and gained knowledge and skills are applied in real world
environment. It is also aimed of evaluating how relevant and applicable theoretically courses
learned are in real world it also looks into challenge and opportunities’ prevailing in the real
world and; to suggest some possible solution in the real world.

3.2 Significances of practical attachment

The practical component of my study has been very beneficial to me. The following are
some examples of how practical connection is relevant: -
1. It allows us to combine my theoretical knowledge with practical skill development because
many operational aspects of the bank are related to the theoretica l knowledge we gained
from our studies.
2. It facilitates my application of what we have learned in the classroom.
3. I can overcome the disparity between our study-related practical abilities and theoretical
knowledge through practical work
4. It improves knowledge and comprehension of matters pertinent to a certain field of study
5. It improves students' ability to conduct research.
6. It improves students' ability to handle difficulties or problems they encountered in class or
with their practical work.
7. It enhances employability skills of the students.
8. It supports the growth of students' critical thinking, decision-making, and self-esteem
skills.

3.3 Relevance of the organization and my activities

The organization and my activity have much relevance to my study. In our stay of
Customer Service department, I have learned that how one person cans harmonious work
with the other

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Employee in each department. I know how to apply the lecture class in real world or a
practical work. It also encourages me how to identify any problem and give the solution.

3.4. Applicability of the theories and others in class on real world or

practical wok environment (the specific theory, area and course should be
mentioned clearly)
Organization in which I do my practical attachment, Gadaa Bank Mattu branch is relevant
for my field of study. Because some course that I learned in the class were related to
working environment as described here below: -
 Accounting course helped me more in overall steps of the attachment on cash flow
within the company.
 Management Information System (MIS) course on how data are stored on database
and data are searched by primary keys in order to shorten time spent on
accomplishing the single job speed up the system of our searching employee’s
information or customers information.
 Psychology: - For smooth relationship with both customer and employee at
workplace.

3.5 Major problem that we faced during the attachment

 There was less communication between the University and hosting Company (WBE)
and this lack of communication left me to deal with challenges on my own, as there
was no one from the department to intervene.

 The obtained data will differ from one employee to other

 Uncooperative attitude of some employee.

 Inadequate work to do during the Attachment

 Getting confused because I didn’t get enough guidelines or directions.

3.6 Suggested solutions during the practice

 The University should ensure that Practice attachment is done in a professional and
systematic manner in which hosting institutions are genuine collaborating partners.
 There should be better collaboration and communication between hosting institutios
and the Camps.

 Socializing with colleagues will help me to adjust to the office and the work too.
 Freely ask for adequate work
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PART FOUR: - CONCLUSION AND RECOMMENDATION

4.1 Recommendation
The following recommendations are made for the involved organs based on the results of
the practical attachment:-
1. The length of the practical attachment period should be increased by the university.
2. Excellent customer service helps WBE compete with private banks. The bank has to
provide its customers more modern banking services, especially e-banking services.
3. Research and development should receive the proper emphasis from WBE.
4. WBE should move to mobilize and gather resources from the nation's expanding
economy.
5. The university needs to allocate enough money for practical attachment.
6. The university needs to strengthen ties with the organizations where the attachment was
undertaken.
7. Since employee satisfaction is one of the bank's core objectives, WBE should, like other
private banks, provide its employees higher salaries. However, higher salaries may also
discourage skilled and experienced workers from leaving for private banks.

4.2 Conclusion
The attachment confirms that fostering strong relationships between universities and
employers provides significant benefits for students, universities, and society at large. Many
Ethiopian higher education institutions do not give their students opportunities for
practical attachment. Instead, they put more emphasis on teaching the theoretical side of
things, which makes it difficult for students to find work once their academic careers are
over.
On the other hand, a lot of difficulties and issues were seen at the businesses where the
practical attachment took place, and being aware of these issues can help student
improve their problem-solving abilities. Conducting practical attachments is crucial for
society as a whole, for students, universities, companies, and for employers.

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Reference
www.Gadaa Bank .com
www.linkedin.com
Some oral data from the employee
Direct information from the organization's manager.
Data from the organization's written documents.
From employees of organization.

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