Arsi University

College of Business and Economics

Department of Marketing Management

Practical Attachment Report

By Feriha Abu - 9002/12

Advisor: Mr. Daniel S.

November, 2022 G.C

 ABSTRACT

Industrial training is an important phase of a student life. A well planned, properly executed and
evaluated industrial training helps a lot in developing a professional attitude. It develops an
awareness of industrial approach to problem solving, based on a broad understanding of process
and mode of operation of organization. This report is prepared on the basis of my 45 days practical
experience at Commercial Bank of Ethiopia Assela branch which is one of the oldest public banks
in the region. I have tried to list the overall aspects of my practical attachment experience.

Upon the completion of my practical attachment, I found that working in a professional

environment is very interesting yet very challenging. Problems do arrive but it can be solved by
the joint effort of the intern and the guidance of the supervisors. In this matter, the students are
able to learn more about the way an organization works and the way that one can apply
professionalism in their life, which are very important for future career development and
profession.

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 ACKNOWLEDGMENT
I owe much gratitude to Arsi University department of marketing Management for facilitating and
preparing this Practical Attachment program for successive upgrading my theoretical knowledge
to practical world.

It was an eminent scope for me to complete my Practical attachment program at Commercial bank
of Ethiopia Assela branch. I am also very grateful to the branch manager Mr. Mulugeta Debesa
and Branch supervisor Mr. Faye Nedi for their great support.
For his generous assistance, encouragement, guidance, and valuable suggestions throughout the
entire period of this attachment, I would like to acknowledge my Advisor Mr. Daniel S. for helping
me with some minor but important detail.

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LIST OF ABBREVIATIONS/ACRONYMS
ATM Automatic Teller Machine

ATS Automated Transfer System

BODS Board of directors

CATS Customer account transaction process

CBE Commercial Bank of Ethiopia

CPC Central Processing Center

ID Identification card

ICT Information Communication and Technology

VP Vice President

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Table of Contents
ABSTRACT..................................................................................................................................... i
ACKNOWLEDGMENT................................................................................................................. ii
LIST OF ABBREVIATIONS/ACRONYMS ................................................................................ iii
PART ONE: - ORGANAZATIONAL REPORT ........................................................................... 1
1.1. Background of the Organization .......................................................................................... 1
1.2 Cardinal issue of the CBE (vision, mission, value & objective and goal) ............................ 2
1.2.1 Vision.............................................................................................................................. 2
1.2.2 Mission ........................................................................................................................... 2
1.2.3 Core Value ...................................................................................................................... 2
1.2.4 Objectives ....................................................................................................................... 2
1.3 Organizational structure of the Bank .................................................................................... 3
1.4 SWOT analysis of the organization ...................................................................................... 4
1.4.1 Strength ........................................................................................................................... 5
1.4.2 Weakness ........................................................................................................................ 5
1.4.3 Opportunity ..................................................................................................................... 5
1.4.4 Treats .............................................................................................................................. 6
1.5 Problems observed that affect the organizational at current time and its critical issues ....... 6
1.6 Suggested solutions or measures to be taken to solve or at least minimize the problem ...... 7
PART TWO: - ACTIVITY REPORT............................................................................................. 9
2.1 Background of the department/division where l working ..................................................... 9
2.2 Objectives of the department................................................................................................. 9
2.3 Major responsibility and activities of the department ........................................................... 9
2.4 Responsibilities what was expected to perform from me as a member of the department . 11
2.5. Performance evaluation of my activities ............................................................................ 12
2.6 Problems encountered on the job and remedial action I have taken ................................... 13
2.6 Suggested solutions ............................................................................................................. 13
2.7 Problems encountered by the department and suggested solution ...................................... 13
PART THREE: ATTACHMENT EVALUATION ..................................................................... 15
3.1 Rationales of practical attachment ...................................................................................... 15
3.2 Significance of practical attachment ................................................................................... 15
3.3 Relevance of the organization and my activities ................................................................. 15

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 3.4 Applicability of the theory and others in class on practical work environment .................. 16
3.5 Major problem that I faced during the attachment .............................................................. 16
3.6 Suggested solutions during the practice .............................................................................. 16
PART FOUR: - CONCLUSION AND RECOMMENDATION ................................................. 17
4.1 Conclusions ......................................................................................................................... 17
4.2 Recommendation ................................................................................................................. 18
REFFRENCE ................................................................................................................................ 19

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PART ONE: - ORGANAZATIONAL REPORT

1.1. Background of the Organization

In modern economy a strong and sturdy financial system is a pillar of economic growth and
development. The availability of banking facilities and unfolding banking service outreach are the
major facilitators of developmental and expansionary activities.

Commercial Bank of Ethiopia (CBE) is one of the oldest public banks. The history of Commercial
Bank of Ethiopia dates back to the establishment of the State Bank of Ethiopia in 1942. CBE was
legally established as a share company in 1963. In 1974, CBE merged with the privately owned
Addis Ababa Bank. Since then, it has been playing significant roles in the development of the
country. Currently CBE has more than 35 million account holders in its more than 1824 branches
and the number of Mobile and Internet Banking users also reached more than 5.5 million as of
June 30, 2022. Active ATM card holders reached more than 7.7 million.

The bank has already envisaged the banking industry is becoming very competitive, especially
with the establishment of an increasing number of new private banks. Beyond the local competition
the vision of CBE is “to be a world class commercial bank by 2025”.To be a world class bank
CBE to prepare itself for the forthcoming challenges in order to safeguard and improve its position.

On the other hand, the customer base is widened from individuals and small households to large
enterprises. It is crucial for CBE to be able to meet the needs and increasing demand of customers
for better and improved products or services in terms of banker-customer relationship.

The Commercial Bank of Ethiopia introduced modern banking to Ethiopia. It was the first bank in
Ethiopia to partner with Western Union, introduce ATMs, and add mobile banking to its list of
services.

Today, Ethiopians in the diaspora can send money home through the CBE’s 20+ international
money transfer partners, which include Western Union, MoneyGram, and World Remit. In
addition to its partnership with international money transfer services, the CBE has a strong SWIFT
connection with more than 700 foreign banks worldwide.

The CBE also has different initiatives aimed at helping people in low-income areas in Ethiopia.

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Whereas, Commercial bank of Ethiopia opened Asella branch at Asella 1958 E.C by four
employees and changed to current place in 1963. now commercial bank of Ethiopia is the only
issue and grade four branch under Asella District and has 54 permanent employee and more than
22 commercial nominee employees.

1.2 Cardinal issue of the CBE (vision, mission, value & objective and goal)

1.2.1 Vision
The bank holds a vision to become a world-class commercial bank financially driving Ethiopia's
future by 2025.

1.2.2 Mission
The Bank’s mission is committed to realize stakeholder’s values through enhanced financial
intermediation using the best professionals and technology.

1.2.3 Core Value

Values that CBE stands for and detailed below are the operating principles that guide its internal
conduct as well as its relationship with their customers, partners, and shareholders.

• Integrity
• Service Excellence
• Professionalism
• Empowerment
• Innovative Organization
• Teamwork
• Respect for Diversity
• Corporate Citizenship

1.2.4 Objectives
• Customer satisfaction and providing modern technology of speedy bank system.
• To shortens service delivery time for customer.
• To promote the culture of risk awareness.
• To identify the mechanism associated with credit collection and credit management in the
case of commercial bank of Ethiopia.

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 • Guide performers involved in the risk management process to identify ass or measure
control and measure control and monitor risk.
• It will conduct manually and the result will be interested by the percentages.

1.3 Organizational structure of the Bank

For purposes of accountability and efficient management, the Bank has adopted the following
structure.

CBE's Organizational Structure

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Operational network organogram of CBE Asella Branch

Branch Manager

Business Operation Manager Quality Mgt &

Manager Control Manager
Customer
Customer Service
Service Senior Quality
Manager Mgt & Control
Manager
Officer
Senior Branch
Senior Branch
Banking Officer
Banking Quality Mgt &
-Cash
officer- Control Officer
Business Branch Banking
Officer - Back
Customer
Relation Officer Junior Officer
Back
Branch
Bank Trainee -
Banking
Back
Officer - Sales

Digital Banking Cash Attendant

Officer

Junior Officer
Front

Bank Trainee
front

Since CBE Asella Branch is a grade one branch, the personnel include branch manager, customer
service manager, senior operation officer, senior quality management and control officer, quality
management and control officer and other staff like digital banking officers, junior officers and
trainees.

1.4 SWOT analysis of the organization

SWOT (strengths, weaknesses, opportunities, and threats) analysis is a framework used to evaluate
a company's competitive position and to develop strategic planning. CBE swot analysis is listed
below.

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1.4.1 Strength
• Large customer base
• Large market share
• Provision of direct foreign remittance through agent banking service
• Large outreach
• Expanded digital channels
• Huge investment in technology
• High proportion of young and trainable employees
• Growing trend of stable deposit
• Modern studio for public education and promotion

1.4.2 Weakness
• Insufficient supply of loan-able funds for private sector and declining share from the
industry
• Weak customer relationship management
• Relatively poor service quality from the industry and declining customers’ satisfaction
• Skill gap among the staff in areas of sales and customer service
• Deposit balance concentration in few accounts
• Underutilization of the E-payment channels (ATM, POS, Mobile, Internet, CBE Birr)
• Relatively high percentage of inactive accounts
• Low deposit share from cooperatives
• Frequent interruption and down time in digital channels
• Inadequate inter departmental integration
• Weak relationship with partners and other formal and informal financial institutions
• Low share in FCY finance to the private sector
• Brand inconsistency in branches
• Weak Money Tracking practice
• Account based identification rather than Customer ID
• Deposit balance concentration in few branches

1.4.3 Opportunity
• Strong public trust
• Sustainable and high overall economic growth

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 • Initiative for political and economic reforms by the government
• Improvement in agricultural productivity
• Huge Diaspora community
• Increasing awareness on saving culture
• High demand for credit
• Partial and full privatization of large state owned public enterprise
• Expansion of industrial parks
• Expansion of telecom infrastructure
• Expectation of increase in remittances flow in the world
• High public expenditure
• Large unbanked society
• Large proportion of young population
• Increasing public and private investment
• Increase number of telecom subscribers and usage of digital channels

1.4.4 Treats
• Slow Structural economic transformation,
• Instability in some parts of the country,
• High dependence on imported raw materials of major economic sector,
• Low private sector bank credit to GDP ratio
• High inflation rate,
• Informal channel usage in remittance,
• Scattered population settlement that hinders branch expansion,
• Network failure & power interruption,
• Upward price movement on imported commodities,
• Increasing Competition,
• Low usage of conventional media in rural area.

1.5 Problems observed that affect the organizational at current time and its critical

issues.

The major problem I have seen is failure of system which occurs frequently, which cause long
waiting times in Customer Services.

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Less awareness among customers especially from the rural population also a major challenge for
the employees dealing with the internet banking.

Frequent failures of ATMs and withdrawal limit in ATMs’ is the most important problem faced
by customers while using the services of the bank.

Furthermore, problems observed also includes,

• Problems in installed soft wares

• Availability of power backup
• Lack of technical upgrading on staffs or Lack of training and knowledge to employee
• Inadequate inter departmental integration

1.6 Suggested solutions or measures to be taken to solve or at least minimize the

problem
To avoid losing customers due to slow System or poor customer service, CBE should use
technology to speed up the process. A digital banking can tackle a significant share of customer
queries. Much need to be done in the areas of creating awareness about the availability of Digital
banking products and services, how they operate and their benefits. The Bank should organize
public exhibitions and talk shows and make products accessible to all customers. The bank should
come forward with more meaningful advertisements and awareness campaigns to create
awareness.

Employee’s performance is ascertained through multipurpose capacities like human,

technological, organizational and institutional level. It starts from top line management but
outcomes are achieved from bottom line (employees). High-performing companies show greater
satisfaction level among their employees while sometimes companies indicating poor financial
performance also have the same scenario of satisfaction among their employees. Therefore, the
bank must invest in customer service training for employees to have them ready to navigate all
possible scenarios.

In order to reduce Inadequate, inter departmental integration, Collaboration, thinking that each
department will respect each other and achieve common goals with teamwork spirit.

ATM machines need to be serviced frequently where customers not available and also National
Bank of Ethiopia should take measures to increase the withdrawal limit in ATMs.

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For power fluctuate in the town the bank needs to have reserve power or standby generator.
Although each computer of the staff better to have UPS to reduce damages on computer due to
power loss.
The Bank should have enough Computer Expert for handling technological requirements of the
bank not only the ATM and other financial mechanism but it has capable of sorting out problems
related to other technological instruments within the bank as well. They can help with problems in
the token number system, currency conversion display board, CCTV cameras, access control
systems, burglar alarm system, scanners, printers and other hardware installed in the bank.

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PART TWO: - ACTIVITY REPORT

2.1 Background of the department/division where l working

commercial bank of Ethiopia opened Asella branch in 1958 E.C at Asella, a town located in the
Oromia region 126km south from Addis Ababa. by four employees and changed to current place
in 1963. now commercial bank of Ethiopia is the only issue and grade four branch under Asella
District and has 54 permanent employee and more than 22 commercial nominee employees.

Commercial bank of Ethiopia Asella branch has currently more than 83000 customer, six ATM
machine Installed In the town, greater than 100 internet banking users, eight pos machine installed
in the market for merchants as well as more than 105 CBE birr agent banking. Like any branch of
CBE commercial bank of Ethiopia Asella branch give all service given by the bank in addition to
the agency of National Bank of Ethiopia for Consignment of Cash and collection of cash from any
branch and other bank asper directives of NBE. Basically, I have been working in all department
of the organization.

2.2 Objectives of the department

The basic objectives of the department are relied on customer satisfaction and providing modern
technology of speedy bank system to achieve the goals of the organization.

To shortens service delivery time for customer.

Encouraging saving habits among people

Promote economic interest of the customers of the Bank in accordance with the principles of bank.

2.3 Major responsibility and activities of the department

In a broad sense, customer service employees interact with customers on behalf of the bank. This
happens through various support channels available to them. Thus, they can resolve customers’
issues quickly and effectively. In general activities performed under the department I was assigned
are listed below.

The customer service officer/maker

• Receives the pertinent document from the customer, based on the type of account that
she/he wants to open and the requirement set thereof, and identifies her/him.

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 • If the customer is already created as individual or corporate, initiate an amendment of the
customer record of necessary.
• If the customer is created as prospect customer previously activities it by updating any
additional information about the customer.
• Ascertains that the name of applicant requesting to open a demand-deposit account does
not appear on the mal-operation list and make sure that the applicant does not maintain
another demand- deposit account and /or a saving account within the bank unless the
reasonable justification is presented, there is no need to open similar account for every
simple request of the customer.
• Issues an account opening application for cash/a check deposit form to be filled out by the
applicant, and guides her or him on how to fill out the opening application form.
• Issues the cash or the check deposit form to be filled out by the applicant.
• Checks that the required document are properly filled out and signed by the applicant if the
customer is blind or uses thumb print, however he/she attests the thumb print affixing there
to a rubber stump that reads ‘’signed before me ‘’.
• Takes the customer’s fingerprint through the biometric devises.
• open the new account in the system by using the customer ID created in the branch or other
CBE branches
• Write the system generated account number on the deposit slip on the application form and
on the check requisition slip.
• Scan the customer signature and relevant particulars and link with the account.
• Passes the voucher to the branch controller.
• Branches her /his cash on a half day, end of the cash hour, and hands it over to the senior
customer officer- cash.

The customer service officer (checker)

• Make sure that the account documents are properly prepared and the opened accounts are
authentic.
• Make sure that the customer’s name is not the mal-operation list.
• Types the necessary particulars on the pass book (for a savings account) write the
customers full name and account number on the back of the photograph and tacks some
onto the pass book (for the saving account) and on to the application form.

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 • Authorizes the account opening and co-signs on all the account opening documents and
passbook (for the saving account).
• Put a stump on affixed photo by covering there with the lower half of it.
• Forward the check requisition form filled out by the applicant to the senior customer’s
services officer accounts.
• Checks and authorizes the scanned signatures and
• Pass on to the branch controller the opening documents-that is, the application form a copy
of the ID card and the trade license (if the applicant is a trade operator) and all the other
relevant documents (if the applicant is an organization).

The Branch manager

• Authorizes amendment on customer record initiated by the customer services

office/maker.
• Authenticates the customer ID card lenience form the issuing organ. However, if the
branch manager or customer service manager believes that the customer is properly
identified and she/he specifies and signs on the application no need for authentication.

The branch controller

• Collects from the customer service officer checker all the documents submitted for the
opening of an account and make, sure that the accounts opened as pen the banks pertinent
policy and procedure.
• Make sure that the name of the newly opened account holders is not on the list of accounts
closed for mal-operation.
• Signs on the documents to ascertain the correctness and accuracy of the newly opened
accounts.
• Follow up the customer ID card licensee are authenticated within one month.

2.4 Responsibilities what was expected to perform from me as a member of the

department
I have been involving in different key activities within the department among these I have listed
here below.

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 • opening new account in the system by using the customer ID created in the branch or other
CBE branches with a little supervision
• Involved in digital banking service and opened Mobile banking and Cbe birr for customers
and making active.
• Learn and gain experience in cash withdrawal and deposits
• Helping customers having limitation with understanding formats and writing on the
application forms
• Giving information’s to customers and responding to inquiries
• Dealing with customer Complaints
• Registering Customers for an Atm card
• Calling customer to receive an ATM
• Giving awareness to customers abut digital banking services

2.5. Performance evaluation of my activities

While doing my practical attachment, I found that working in a professional environment is very
interesting yet very challenging. I have just evaluated my activities in different manners: -

WORK RELATED PERFORMANCE

• I have developed work attitude

• Problem-solving ability
• Adaptability
• Overall attendance
• Progress towards learning goals

ORGANIZATIONAL SKILLS

• Time management skills

• Planning skills

RELATIONSHIPS WITH OTHERS

• Willingness to cooperate with co-workers

• Ability to work with supervisor
• Acceptance of constructive comments
• Ability to take direction

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COMMUNICATIONS SKILLS

• Oral communication skills

• Written communication skills
• Listening skills

2.6 Problems encountered on the job and remedial action I have taken
• 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.

2.6 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.

2.7 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.

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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.

Employee’s performance is ascertained through multipurpose capacities like human,

technological, organizational and institutional level. It starts from top line management but
outcomes are achieved from bottom line (employees). High-performing companies show greater
satisfaction level among their employees while sometimes companies indicating poor financial
performance also have the same scenario of satisfaction among their employees. Therefore, the
bank must invest in customer service training for employees to have them ready to navigate all
possible scenarios.

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 Significance of practical attachment

The practical attachment serves to benefit us in the following ways:
• to acquire knowledge and insight into ways in which our knowledge and analytical skills
can be applied in practice; to select and apply appropriate research methods;
• to develop personal and interpersonal competencies, and entrepreneurial and management
attitudes and skills, including the ability to work in a team;
• to become aware of the professional world and its infrastructure;
• to acquire positive professional ethics;
• to gain an awareness of our capabilities;
• to learn how to learn from experience; and
• to increase our employability by acquiring practical knowledge and skills; and providing
evidence of this experience.

3.3 Relevance of the organization and my activities

The organization and my activity have much relevance to my study. In my 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 theory and others in class on practical work environment
Organization in which I do my practical attachment, Commercial Bank of Ethiopia Asella 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 cashflow 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
• Civics and ethical education: It helps categorise discipline, honesty and integrity in our
actions performed during the day. Acting as a guideline to influence behaviour and making
the right choice, it is easier for individuals to abide by rules and act responsibly with ethics.
Ethics in education helps run the system smoothly.Jan 8, 2020

3.5 Major problem that I faced during the attachment

• There was less communication between the University and hosting Company (CBE) 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 institutions and the
Campus
• 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 Conclusions
On the whole, during my stay at CBE Asella Branch I have learned a lot of things about
professional field like culture of the organization and the behavior of employee like how to deal
with customer to become a loyal customer of the organization. Employees have very good
relationship among themselves and also with their customers. Employees treated me very well
during my attachment duration and helped me to understand the way of doing work. The practical
attachment helped me to improve my confidence level and I learned the way how to deal the
organization level colleagues. It also increases my interaction with different people from different
background and helped me to learn and understand their values and how to deal them ineffective
manner.

Generally, the attachment period exposed me to various working relationships with my seniors
and peer workers and in the process, I get to learn about the type of work that I will involve in and
I have attempted to enrich my knowledge as much as possible that would be beneficial to develop my carrier
positively.

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4.2 Recommendation
Up on my stay at CBE I have realized that the bank has developed a wide range of consumer
products in order to enhance its business capabilities and cater to the different segments
of the modern society. The following are some positive suggestion & recommendations for the
CBE.

• In my opinion the transaction process should be short so that the time is saved for both the
customers and the bank.
• Staff strength should be optimized and professional qualified persons should be hired on
the basis of merit.
• It is recommended that proper training should be provided to the staff members which will
ultimately increase the performance of Bank over all.
• To sustain the job satisfaction, CBE needs to offer promotions and incentives from
time to time.
• The bank should spend more on renovation of the branches and interior design
to improve environment and atmosphere to attract the customers.
• CBE have to ensure the working process faster with better computers and operating systems
• For old aged customers and pensioners, the Bank needs to introduce a new counter as
well which is dedicated to them all day long.
• More ATM booth in merchant location
• At our branch there was no separate counter for Utility bills, there should be a separate
counter for all sorts of utility bills.
• All of the above eventually provide satisfaction to the customer

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REFFRENCE
▪ Annual Report. march 31of 2021 Retrieved from,
https://combanketh.et/en/about
▪ The revised procedure of CBE
▪ The daily and weekly activities.
▪ Company profile of the branch

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