ARBA MINCH UNVERSITY

COLLEGE OF BUSINESS AND ECONOMICS

DEPARTEMENT OF MANAGEMENT
Internship Report on Customers Service Department on Tsedey
Bank S.C
Name of the organization: Tsedey Bank S.C

PREPARED BY: AMARECH FITUNE

ID/NO : SSHR/273/14

Submitted to: Mr. Terefe

Submission date: 01/02/2017 EC.
DECLARATION
I am AMARECH FITUNE hereby declare that there point entitled on Tseday Bank Submitted to
department of Management, Be lay undergraduate program in Arba minch University for the
partial fulfillment of the requirement on Internship. This is the Outcome of my own work and it
has been presented for the award of any other Degree.

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APPROVAL SHEET

This is to certify that student Amarech Fitune has carried out her internship practice on the topic
entitled, internship in management in our organization in customer service officer section. And
this document is orginal in nature and is suitable for submission.
Supervisor.................
Signature...................
Date...........................

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ACKNOWLEDGEMENT

First of all, I would like to express my deepest gratitude to GOD for helping me and saving from
different problems up to now and hope for rest of my life and give us uncountable peace. Next my
heartfelt gratitude and thanks goes to Tsedey Bank, Mr. Genetu Teshale the branch manager, and
the customer service managers (CSM) and all staffs for their unreserved and valuable suggestion
and advice for well coming to the organization and showing good friendship. Additionaly I am
grateful for my supervisor Mr. Terefe for his intellectual guidance and advice. I am greatly thanks
to our family they had been assisted our schooling life and to give advice how can we goes with
our planning activity to finish out academic schooling in university. Finally I would like to
acknowledge institution that have been helped me materially and morally during preparation of
this paper.

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EXECUTIVE SUMMARY

An internship is a period of work experience offered by an organization for a limited period of

time and a professional learning experience that offers meaningful, practical, work related to a
student’s field of study. It helps to acquire experience and practical skills beyond theories and
knowledge inside the class. During the internship period in Tsedey Bank, the real life job
experience was achieved. I spent most of the time in customer service department. During the
internship substantial work was done which included preparing account opening, helping
customer, filling up the form etc. then i.e., necessary to learn the practical perspective of real job
to compete in the competitive market. The report also highlights the major lessons learnt by the
trainee while on job, the experiences obtained by the trainee by understanding specific tasks, and
the skills gained in the due course of performing his duties. Although. This internship includes;
Background of Tsedey bank Fetam branch, cardinal issues (mission, vision and values), objectives
of the internship, and scope of exploration, significant of the internship, data collection method,
result, conclusion and recommendation about Tsedey bank Fetam branch.

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Table of conents
DECLARATION ............................................................................................................................ ii

APPROVAL SHEET ..................................................................................................................... iii

ACKNOWLEDGEMENT ............................................................................................................. iv

EXECUTIVE SUMMARY............................................................................................................. v

Table of conents ............................................................................................................................. vi

1. Description about organization ................................................................................................... 1

1.1 Background of the organization ........................................................................................ 1

1.2 Vision of the organization ..................................................................................................... 2

1.3 Mission of the organization................................................................................................... 2

1.4 Values of the organization .................................................................................................... 2

1.5 Problem statement and justification ...................................................................................... 3

1.6 Objective the organization of the internship ......................................................................... 4

1.6.1 Objective of the organization ......................................................................................... 4

1.6.2 Objective of the internship ............................................................................................. 4

1.7 Scope of exploration ............................................................................................................. 5

1.8 Significance of the internship ............................................................................................... 5

1.8.1 Skill and benefit gained.................................................................................................. 5

2. Methods of the internship program ............................................................................................. 8

2.1 Interview ............................................................................................................................... 8

2.2 Observation ........................................................................................................................... 9

2.3 Document analysis ................................................................................................................ 9

2.4 Questionnaire ........................................................................................................................ 9

3. Result and discussion .................................................................................................................. 9

3.1 Management hierarchy, span of control and organogram ..................................................... 9

3.1.1 The structure of the organization ................................................................................. 10

3.1.2 Top level management ................................................................................................. 11

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 3.3.3 Middle level management ............................................................................................ 11

3.3.4 Lower level management ............................................................................................. 11

3.3.5 Span of control ............................................................................................................. 12

3.3.6 Work flow of the organization ..................................................................................... 12

3.2 Types of leadership apply by Tseday bank Fetam branch .................................................. 14

3.3 The operation philosophy of Tsedey bank Fetam branch ................................................... 14

3.4 Evaluation of human resource management practice ......................................................... 15

3.5 Customer relation philosophy of Tsedey bank ................................................................... 16

3.6 The technology adoption of Tsedey bank Fetam branch .................................................... 17

3.7 The trend of procurement practice of material in Tsedy bank Fetam branch ..................... 17

3.8 The decision making process of Tsedey bank Fetam branch .............................................. 18

4. SWOT (strength, weakness, opportunity and treaty) analysis of Tsedey bank Fetam branch.. 18

4.1 Organization selection......................................................................................................... 18

4.2 Strength of the Tsedey bank Fetam branch ......................................................................... 18

4.3 weakness of Tsedey bank Fetam branch ............................................................................. 19

4.4 Opportunities of the bank .................................................................................................... 19

4.5 Threats of the Tsedey bank Fetam branch .......................................................................... 19

5. Conclusion and recommendation .............................................................................................. 20

5.1 Summary ............................................................................................................................. 20

5.2 Conclusion .......................................................................................................................... 20

5.3 Recommendations ............................................................................................................... 21

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1. Description about organization

1.1 Background of the organization

Tseday Bank started credit service for rural communities, as a government body, to rural services
as early as 1996 – then with the capital of only 3 million Ethiopian birr. It became a microfinance
institution in the next year – 1997 – as Amhara Credit & Savings Institute (ACSI) and was
operating at zone level in the region.

It is established with over 7.5 billion birr working capital. It is what used to be Amhara Credit and
Savings Institute (ACSI) that transformed itself into Tseday Bank. Tseday Bank, previously
known as Amhara Credit and Savings Institution (ACSI), has officially begun operations 2022. In
doing so, the bank has upgraded its status from a microfinance institution (MFI) to being the first
newly launched Ethiopian bank in (2022-23 G.C fiscal year). A total of 148 branches were
simultaneously opened in Addis Ababa and the Amhara region during the day.

Two decades later, the firm grew large enough to transform into a fully operational bank under the
name Tseday, a term referring to the spring season where Ethiopia transitions from a time of rain
and cold to a period of sunshine, warmth, and optimism. The name will perhaps be a symbol of
what this bank can do for Ethiopian citizens and businesses without adequate and appropriate
financial reach.

Tseday Bank, upon its inauguration, registered one of the highest capitals recorded among new
banks, with net capital and signed up capital reaching ETB11.3 and ETB7.75 billion, respectively.
As per the article by Ethiopians Today, Tseday has a total asset of more than ETB40 billion,
ETB24billion of total savings, and has disbursed an aggregate of ETB28.8 billion loans.

“Bank for all! ’’ is the tagline of Tsedey Bank, clearly denotes that the bank is committed to
providing financial services to everyone in Ethiopia, regardless of their income, social status, or
location. They believes everyone deserves access to banking services, and is committed to making
its services as affordable and accessible as possible. That is why Tsedey serves the rural (unbanked)
community, the-to-do family, the poor, the better-off, the low-level salaried people, and people
with an entrepreneurial attitude. The bank has more than 13 million total customers, many of whom
are women from rural Ethiopia. This shows Tsedey is practically an inclusive bank.
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Moreover, Tsedey’s tagline is reflected in its commitment to social responsibility. Education,
athletics, football, national development initiatives, and other charitable endeavors are just a few
of the areas in which Tsedey bank realizes its social responsibilities.

However, the establishment of Tsedey Bank comes at a time of vigorous competition. The number
of local banks increased from 18 to 30, just in the last year, adding one bank every month, on
average. These include Goh Betoch, Amhara, Ahadu, and Tsehay Banks, in that particular order.
As a matter of fact, the number is just so because an additional 13 banks in the pipeline failed, as
they could not meet even the ETB500 million minimum paid-up capital, which was raised to ETB5
billion a few months back.

The upsurge followed the NBE’s new banking proclamation, which permitted the establishment of
interest-free banks and the transformation of MFIs into banks. Furthermore, it is worth noting that
the Ethiopian government recently deregulated the banking sector, allowing foreign investors to
enter the market.

1.2 Vision of the organization

Tsedey bank greatly contributing to the socio-economic transformation of Ethiopia by providing

modern, inclusive and efficient banking using the best available systems, technologies and through
the hard work and commitment of its highly competent staff.

1.3 Mission of the organization

To become the leading inclusive and transformative commercial bank in Ethiopia by the year 2030.

1.4 Values of the organization

• Professionalism

• Integrity
• Service excellence

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 • Inclusive

1.5 Problem statement and justification

As a virtual assistant, I don't have access to specific information or real-time updates on any
problems faced by Tsedey Bank during internships. However, I can provide you with some
common challenges faced by interns in the banking industry and some potential justifications for
Tsedey Bank to offer internships:

Problem: Limited Exposure to Different Departments

Justification: Tsedey Bank may offer internships to provide students or young professionals with
an opportunity to gain exposure to various departments within the bank. By experiencing different
roles and responsibilities, interns can develop a broader understanding of the banking industry and
potentially identify areas of interest for future career paths.

Problem: Lack of Practical Experience

Justification: Internships at Tseday Bank can address the issue of limited practical experience faced
by new graduates or individuals transitioning into the banking field. By allowing interns to work
on real-world projects and tasks, Tseday Bank can provide valuable hands-on experience and help
bridge the gap between theoretical knowledge and practical skills.

Problem: Building Professional Networks

Justification: Internships offer valuable networking opportunities, allowing interns to establish

connections with professionals in the industry. Tseday Bank may provide internships to support
interns in building relationships with experienced mentors, potential future employers, or
colleagues who can provide guidance and professional references.

Problem: Job Market Competitiveness

Justification: Tseday Bank may offer internships as a way to attract and identify top talent for
potential future employment. By providing a hands-on introduction to the bank's operations and
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culture, Tseday Bank can assess the interns' performance and potential fit within the organization,
potentially leading to full-time job offers for exceptional interns.

It's important to note that these problem statements and justifications are examples based on
potential industry challenges and benefits. For the specific problems and justifications of Tseday
Bank during internships, it would be best to consult with the HR department or individuals with
prior experience in Tseday Bank's internship program.

1.6 Objective the organization of the internship

1.6.1 Objective of the organization

➢ Promoting agricultural and non-agricultural economic activities

➢ Significantly increasing client’s income and asset position

➢ Uplifting the social participation of women through economic empowerment

1.6.2 Objective of the internship

The objective of the internship in the host company that it is Tsedey bank Fetam branch is;

• To evaluate the management hierarchy, span of control.

• To assess type of leadership style exercise right now.

• To assess operation philosophy.

• To evaluate HRM practice.

• To assess customer relationship philosophy.

• To assess financial resource management practice.

• To evaluate the extent of technology adoption.

• To assess the trend of procurement practice.

• To evaluate the decision making process.

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 • To make SWOT analysis.

1.7 Scope of exploration

The geographical scope of the internship is at Tsedey bank Fetam branch. The specific coverage
of the Tsedey bank function are about its Management hierarchy, HRM practice, it's leadership
styles, it's operational philosophy, it’s customer relationship philosophy, it's technology adoption,
it's financial management practice , it's decision making process. I spent one month investigation
for the internship.

1.8 Significance of the internship

1.8.1 Skill and benefit gained

Interning at Tseday Bank in the Fetam branch offers several benefits for improving practical skills.
Here are some of the key advantages:
1. Hands-on Experience: Working as an intern at Tseday Bank allows I to gain practical
experience by actively participating in the day-to-day operations of the bank. I will have the
opportunity to work on real-world tasks and projects, such as assisting customers, processing
financial transactions, and completing administrative duties. This hands-on experience enhances
your practical skills and prepares you for a career in the banking industry.
2. Customer Service Skills: Working directly with customers at Tseday Bank provides an
excellent opportunity to develop and enhance your customer service skills. I will learn how to
interact with customers, address their inquiries or concerns, and provide them with excellent
service. Improving your customer service skills is invaluable in any professional setting,
particularly in a customer-oriented industry like banking.
3. Teamwork and Collaboration: As an intern at Tseday Bank, I will have the chance to work
alongside experienced professionals and collaborate with other team members. Participating in
team projects fosters the development of teamwork and collaboration skills. You will learn how to
effectively communicate, coordinate tasks, and work together towards achieving common goals.

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4. Technical Competencies: Banks rely heavily on technology and specialized software for
various operations. During your internship, I will have the opportunity to work with banking
software systems, digital channels, and other technical tools used by Tseday Bank. This exposure
allows I to improve my technical competencies, making familiar with industry-specific software
and preparing for the digital aspects of banking.
5. Problem-solving Abilities: Banks face diverse challenges and problems on a daily basis. As an
intern at Tseday Bank, I will encounter real-life scenarios that require problem-solving skills. This
could include issues related to transaction discrepancies, security concerns, or customer
complaints. Handling such situations will improve your ability to analyze problems, think
critically, and find effective solutions.

6. Time Management Skills: The banking industry often demands efficient time management
skills due to various tasks, deadlines, and customer expectations. During the internship, I will
develop and sharpen my time management skills by organizing your work, prioritizing tasks, and
meeting deadlines. This skill set will be valuable in my future professional endeavors.
7. Industry Knowledge: Working at Tseday Bank in the Fetam Branch exposes me to the inner
workings of a financial institution. I will gain on-the-ground knowledge about banking regulations,
compliance requirements, risk management, and other essential aspects of the banking industry.
This understanding of the industry enhances your practical knowledge and gives you a competitive
edge.
These benefits combined contribute to me overall growth as a banking professional, providing me
with the practical skills and experience necessary for success in the industry. Remember to actively
engage and seek out learning opportunities during internship to maximize the development of my
practical skills.
Internships offer several benefits in terms of developing entrepreneurship skills. Here are some
specific gains:
a) Hands-on Experience: Internships provide firsthand experience in a professional setting,
allowing individuals to observe and learn from entrepreneurs in action. By working closely with
entrepreneurs, interns gain practical insights into the day-to-day operations, decision-making
processes, and challenges faced in running a business.

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 b) Networking Opportunities: Internships provide valuable networking opportunities, allowing
interns to connect with entrepreneurs, industry professionals, and potential business partners.
Building relationships and expanding professional networks can open doors for future business
collaborations, mentorship, and access to resources.
c) Experiential Learning: Internships provide a unique learning environment where interns can
actively engage in projects and tasks related to entrepreneurship. By participating in activities such
as market research, product development, business planning, or customer acquisition, interns
develop key entrepreneurial skills and acquire knowledge about different aspects of running a
business.
d) Problem-Solving and Adaptability: Entrepreneurship often involves navigating challenges,
problem-solving, and adapting to changing circumstances. Internships help develop these skills by
exposing individuals to real-world business problems and requiring them to think creatively and
critically to find innovative solutions.
e) Decision-Making and Risk Assessment: Entrepreneurs often face high-stakes decision making
situations. Internships provide the opportunity to observe and participate in decision making
processes, allowing interns to understand how entrepreneurs evaluate risks, weigh options, and
make informed decisions. This experience enhances their own decision-making skills and risk
assessment abilities.
f) Exposure to Entrepreneurial Mindset: Internships offer exposure to the entrepreneurial
mindset, allowing interns to see firsthand the qualities and characteristics required for
entrepreneurship, such as initiative, leadership, resilience, and a growth-oriented mindset. This
exposure helps interns develop and cultivate their own entrepreneurial mindset.
g) Industry Insights and Market Awareness: Internships offer valuable insights into specific
industries, market dynamics, and customer behavior. Understanding the market landscape and
consumer preferences is crucial for entrepreneurial success. Interns gain knowledge about market
trends, competitive analysis, and customer needs, equipping them with the ability to identify
opportunities and develop business strategies.
h) Soft Skills Development: Internships provide opportunities to enhance various soft skills
essential for entrepreneurship, such as communication, teamwork, negotiation, and interpersonal
skills. Interacting with diverse stakeholders and working in a professional environment equips

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interns with the skills necessary for building relationships, leading teams, and effectively
communicating their ideas.
An internship at Tseday Bank in the Fetan branch also provided several opportunities for me to
develop and enhance my communication skills. Here are some specific ways in which you can use
the internship to improve your communication abilities:
1. Client interaction: During the internship, you will have the chance to interact with clients,
whether it's face-to-face, over the phone, or via email. This will allow you to practice your verbal
and written communication skills, learn to effectively listen to clients' needs, and respond with
clarity and professionalism.
2. Team collaboration: As part of the internship, you will be working with a team of bank
employees. Collaborating with colleagues will require effective communication, such as actively
participating in team meetings, sharing ideas, and openly discussing tasks and responsibilities.
3. Clear and concise writing: when you are working at Tseday Bank, you will frequently
engage in written communication, such as drafting emails, composing reports, or creating client
communication materials. The internship will provide you with opportunities to refine your writing
skills, ensuring that your messages are clear, concise, and professional.
4. Presentations and public speaking: Depending on your responsibilities, you may have
opportunities to present information or deliver speeches to clients or colleagues. Through these
experiences, you can improve your public speaking and presentation skills.
So, through these opportunities I have been improved my communication skill in order to
communicate with colleagues, client’s, effectively.

2. Methods of the internship program

2.1 Interview

I have been interviewed the manager, the branch auditor, customer services officer and some
employees of Tsedey bank Fetam branch. The interview question was aimed to address the
complex discussion parts for instance It was difficult to address with human resource management
practice of the organization.
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 2.2 Observation

Additionally, I made an observation to gather some information to answer how Tsedey bank Fetam
branch employee gives service to their customer. And also I had observe how employee open
account to new customers, how employee operate their operation, how they communicate each
other and share operational information since the service giving system needs cooperation and
working together on the same line system.

2.3 Document analysis

I have been analyzed the bank’s profile to get information about the date of established, human
resource management practice and financial management practice in detail. Since, this type of data
collection cannot be answered and covered by interview and might not controlled by branch
manager and employees. Therefore I used document analysis from the Annual financial report and
in addition to this I looked for different researches done toward those topics. Also I have been used
the bank web site ([Link]

2.4 Questionnaire

We sent questionnaire to manager of Tsedey bank Fetam branch to collect the relevant information
on their organization. The questionnaire cover almost all question related with discussion part of
my internship report.

3. Result and discussion

3.1 Management hierarchy, span of control and organogram

Management hierarchy of organization is a formal hierarchical arrangement of managerial position

in an organization. Tsedey bank Fetam Branch also has its hierarchical management.
This includes Top level management, middle level management and lower level management.
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3.1.1 The structure of the organization

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3.1.2 Top level management
Tsedey bank Fetam branch top level management is includes bank's manager and vice manager.
Function includes plan day to day branches operation and provide weekly report to the region
district managers of Tsedey bank. He/she makes every decision at branch level. Tsedey bank Fetam
branch top level manager responsibilities includes

❖ Create strategic to grow business opportunities.

❖ Build new customer relationship.

❖ Retain existing customer.

❖ Ensure customer financial needs are met.

❖ Train, mentor and guide branch banking staff for function effectiveness.

❖ Manage and monitor loan portfolio.

❖ Identify and develop new source of business.

3.3.3 Middle level management

Middle level management of Tsedey bank Fetam branch includes the branch supervises who
supervises operational employee. They serves as intermediary between branch manager and
operational employees. Their function includes:

✓ Control daily branch operation

✓ Supervise and direct lower level management employee

✓ Response to customer compliant

✓ Provide operation report to the branch manager and etc.

3.3.4 Lower level management

This management level includes all employee at daily banking operational level. The number of
lower level managers are the largest of all. Their responsibility includes:

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 1) Find for new customers

2) Handling customers at his branch

3) Opening new account for new customers

3.3.5 Span of control

The span of control at Tsedey bank Fetam branch looks like that the branch manager is report to
regional branch manager and responsible to his or her. The middle level managers provide weekly
report to the manager. Middle level manager is take command from branch manager. Middle level
management has the command power to lower level managers. All function of lower level
management are controlled by either branch manager or middle level of management on branch.

3.3.6 Work flow of the organization

The work flow at Tseday Bank in the Fetam branch typically follows a structured process to ensure
efficient operations and the delivery of quality banking services. The specific steps may vary, but
here is a general overview of the work flow:

1. Customer Interaction:

✓ Customers visit the branch to perform various banking transactions or seek assistance.

✓ A customer service representative greets the customer and listens to their needs.

✓ Based on the customer's requirements, the representative provides guidance and

information about the available banking services.
2. Transaction Processing:

✓ For routine transactions like deposits, withdrawals, or fund transfers, the customer
service representative initiates the process.
✓ They collect the necessary documents, verify customer identification, and enter the
transaction details into the bank's system.
✓ The transaction is processed, and the customer receives a confirmation or receipt.
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3. Account Management:

✓ Customers who need to open or close accounts, apply for loans or credit cards, or update
their account information are directed to the appropriate officer or desk.
✓ The officer reviews the customer's request, collects the required documentation, and
completes the necessary paperwork or online processes.
✓ The account application or update is submitted for approval or further processing.

4. Loan Processing:

✓ Customers interested in obtaining loans or mortgages meet with a loan officer.

✓ The loan officer evaluates the customer's eligibility, conducts credit checks, and assesses
the loan application.
✓ If approved, the loan officer coordinates with other departments regarding disbursement
and repayment processes.

5. Cash Handling:

✓ Cashiers handle cash-related transactions, including deposits, withdrawals, currency

exchanges, and handling cash balances in the branch vault.
✓ Cashiers ensure the accuracy of cash transactions, follow security procedures, and
reconcile cash at the end of the day.

6. Reporting and Documentation:

✓ Throughout the day, employees maintain accurate records of transactions, account

updates, loan applications, and other relevant information.
✓ These records are used for auditing, compliance, and reporting purposes.

7. Customer Service and Support:

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 ✓ Throughout the entire process, customer service representatives are available to address
customer queries, resolve issues, and provide assistance
✓ Customer feedback and complaints are recorded and appropriately addressed.

3.2 Types of leadership apply by Tseday bank Fetam branch

Leadership style is the behavior exhibited by leaders while influencing follower to accomplish
organizational goals. It's the way in which leaders exercise leadership. Concerning Tsedey bank
branch, the leadership style exercised is situational leadership. They exercise both democratic and
autocratic leadership style according to the situation and the problem at hand as well as the time in
which the problem to be solved. If the issues are argent and the time given to handle the problem
& to decide on is too limit the leadership style to be follow is autocratic leadership style. While as
if the situation and issues and problems needs to be addressed allow large time and if the issues do
not argent democratic leadership style exercised by leaders. Therefore according to the situation
these two leadership style to be followed by the organization.

3.3 The operation philosophy of Tsedey bank Fetam branch

Tsedey bank Fetam bank deliver for customers by giving production and service in different way.
From these delivery of service for customers includes;
a. Credit delivery

b. Saving mobilization

c. Micro insurance

d. Money transfer

e. Fund management

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a) Credit delivery: This activity, which again comprises various products such as group loans,
micro bank individual loans, and asset loans delivered to economically active poor people involved
in income generating activities.

b) Saving mobilization: There are two kinds of saving products (Compulsory Savings
(exclusively for loan clients) and Voluntary Savings) that ACSI provides for loan clients as well
as for the public at large. The savings services are designed with the aim of instilling the culture
of modern saving, reducing the high propensity to spend economic surplus on social and religious
activities in pursuit of more efficient utilization come expansion and poverty reduction activities
in the region.

c) Micro insurance: Life insurance services delivered to group of loan clients for the purpose of
protecting risks of default and the associated debt burdens problems of group borrowers and the
family of a died client.

d) Money transfer: The bank is also involved in the business of local money transfer, particularly
to institutions.
e) Fund management: The bank serves as local agent of fund management at grass roots level
where it has sub branches, including for pension and social security Authority to disburse pension
for retired government employees.

3.4 Evaluation of human resource management practice

Human resources management is deals with job analysis, job design, recruitment, selection,
inducement, training, development, promotion function, performance appraisal and remuneration
to organizational human resource management. Human resource management function is
performed by human resource management department of Tsedey bank.

Human resource management (HRM) is the process of accomplishing organizational objectives by

acquiring, retaining, developing, and properly using the human resource in an organization.
Because human resource is the life of the organization , without human organization is value less
.therefore human resource management practice is very necessity to success the organization

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objectives effectively and efficiently. The HRM practice includes; human planning, recruitment,
training and development, performance appraisal and others.
Tsedey bank human resource practice performs in different way for example human planning
performs top managers for long period of time planned action and middle managers plans based
on the their necessity of different conditions. These means planning activity performs at the center
of the Tsedey bank in Addis Ababa. From the center of the bank distributed to each branches of
the bank. Therefore Fetam branch is one of the branch of Tsedey bank the planning activity of the
branch is performed by center of Tsedey bank. And others human resource management practice
including recruitment/selection, training/development practice, performance appraisal,
compensation management are performed by the Tsedey bank (Addis Ababa) unless otherwise the
Fetam branch not practice the above listed activities.

3.5 Customer relation philosophy of Tsedey bank

Customer relationship philosophy means how understanding the demand and interest of their
customers, how fulfilling their customer satisfactions. The Tsedey bank Fetam branch respect their
customers and a employees of the awash bank serving their customers by understanding their
interest (need) and providing different services to customers based on their necessity.
Tsedey bank have a customer relationship philosophy that centers on identifying sensing, and
serving their customers ‘needs. This customer relationship philosophy emphasizes the importance
of building strong relationships with customers by understanding their needs, preferences and
behaviors.
From these there are some ways that awash bank can demonstrate their commitment to this
philosophy.
Identifying customers: Tsedey bank Fetam branch use a variety of methods to identify their
customers, including demographic data, transaction history, and online behavior. By gathering this
information awash bank creates a more picture of their customers’ needs.
Sensing customer needs: Tsedey bank Fetam branch uses data analytics and customer feedback
to sense their customers’ needs and preferences. Sensing customer needs allows Tsedey bank
Fetam branch to identify trends and patterns that inform the development of new products and
services, as well as the improvement of existing ones.
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Serving customers; Tsedey bank Fetam branch provides a range of services to serve their
customers, such us self-service options and reward programs. By providing these services the bank
build trust and loyalty their customers and create a positive customer experience.
Generally the customer relationship philosophy of Tsedey bank Fetam branch is centered on
understanding and serving their customers’ needs by building strong relationships with customers
and providing personalized services, Tsedey bank Fetam branch differentiates themselves from his
competitors and builds long term customers loyalty.

3.6 The technology adoption of Tsedey bank Fetam branch

Fetam branch uses different technologies to perform different activities such as:

Mobile banking; holder of any mobile device can use the service without internet connection but
availability of a mobile network is required.
Internet banking; smart phone applications provide similar functionality to online cannels.
Agent banking; A delivery of channel for providing financial services beyond the traditional
branch network of the bank.
Generally, Tsedey bank Fetam branch uses this above listed and other technologies.
However, Tsedey bank Fetam branch did not performed by ATM (automated teller machine) until
the internship period.

3.7 The trend of procurement practice of material in Tsedy bank

Fetam branch

The procurement practice of Tsedey bank Fetam branch is performed by the purchasing department
of Tsedey bank this means Tsedey bank have their own purchasing department. This purchasing
department supplies different materials based on their needs of branches and each branch requisite
their necessary materials by formal requisites.

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 3.8 The decision making process of Tsedey bank Fetam branch

Decision making is the process by which manager’s respond to opportunities and treats by
analyzing options and making decisions about goals and course of action.
Tsedey bank Fetam branch decision making process performs by groups. Group decision making
are more knowledgeable, more alternative and have greater understanding.

4. SWOT (strength, weakness, opportunity and treaty) analysis of

Tsedey bank Fetam branch

4.1 Organization selection

Internship program is considered to be very important as it provides opportunity to explore

business world and gain practical knowledge. It is very tough phase to select organization for an
internship. Among various business sectors, I found banking sector fruitful for our internship.
Banking sector matches the requirement and gives opportunity to learn about banking sector. For
the internship program, I selected Tsedey Bank as it was one of the banks which is near to my
home.

4.2 Strength of the Tsedey bank Fetam branch

➢ Respecting the law of the bank

➢ Good efficiency and ethical conduct of staffs

➢ It gives training for its employees to improve their profession

➢ They respect their customer and each other and also they give priority for the work

➢ Commitment and hardworking behavior

➢ Good communication between colleagues, subordinates, and managers

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4.3 weakness of Tsedey bank Fetam branch

➢ There is no automatic teller machine (ATM).

➢ There is some inefficient materials like chair table and computers for training staffs.

➢ The employees have a load of task.

➢ Incompetent bank as compared to international bank.

➢ Lack adequate foreign currency

4.4 Opportunities of the bank

➢ Development of information technology

➢ Steady and fast growth of population is good opportunity for increasing the bank customers
➢ Existence of potential customer

➢ Having large market share in salary payment

➢ Position advantage of the bank (where the bank exist)

4.5 Threats of the Tsedey bank Fetam branch

❖ Instability of political situation compared to past years.

❖ Economic instability and high inflation rate would affect banks customers and its
profitability
❖ Stiff international banking industry competition

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 ❖ Lack of customer awareness use of digital channel

❖ Customer misunderstanding of financial assess like loan interest rate and etc.

5. Conclusion and recommendation

5.1 Summary

An internship is an educational plan that integrates classroom knowledge and practical work
experience in industry, business, or government work situations. It allows students to have
opportunity to imply academic theories and principles to action, to test out career interests and to
develop skills and abilities through carefully planned and supervised programs related to the career
of their choice within short span of time, I got acquainted with the general knowledge of the banks
activities. I got opportunity to know about the banking environment as well as the functioning of
the bank. Customers are the key to success; thus, they should be properly treated and entertained.
Employees are directly connected to these customers so employees must behave in a decent and
peaceful way. Personal relation is must to retain the customers. Customer service is a series of
activities designed to enhance the level of customer satisfaction. Customer service department
provides valuable support and services to customers. Working on the customer service department
helped me to learn various operating activities. Almost all the minor detail of the bank related issue
can be handled through this section. The cooperation from the staff members helped me easy to
learn the different activities in very short duration of time.

5.2 Conclusion

Everyone are studying a lot of in the class room as well as lecture hall but that full fill when those
class room and lecture hall studies going to be implemented. That is different experience and
needed experience for everyone in the world. According to the curriculum I had the great internship
training in one of growing private company in Tsedey Bank. Actually nowadays practical
experience much needed than theoretical base studies. I spent around two months at the company

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for my internship training the training gave to me such opportunity to enhance my knowledge and
skills with the practical business environment. This hind of training much needed for every student
in their life.
Especially now every company give for their newly recruited people first six or three month as
training period after that they gave the appointment as permanent according to this practice
we can evaluate the vital part of the internship training. Especially the department and the faculty
allowed the students to get the internship training as their wishes but that should be met with their
specialization and discipline of the study. In the future the faculty and each department should
consider internship training with public quoted company as well as multinational company that
will help the students more to learn and enhance the skill and knowledge. Also the period of the
internship the faculty supervisor should be visited to the student’s internship training organization
that will encourage the students and monitor the students in a proper manner. The internship raining
should be continued in the future for the students’ improvement in the faculty .

5.3 Recommendations

It was an interesting experience to do internship at Banks. Staffs are very cooperative and due to
their help intern was able to learn about modern banking. I suggest that such an internship program
highly integrative for the students of management education so that student should be enquired
with the knowledge of practical world. On the basis of the above observations, learning and tasks
performed, I would like to put some suggestions, which will enable the bank to compete with other
banks more effectively and efficiently.
❖ Nowadays many banks are establishing in Ethiopia. So bank should be competent enough
to compete with them.
❖ To make people aware of its services bank should use more effective promotional tools
like advertisement through F.M, T.V, and other social media etc.
❖ The limited number of staff s is also the problem in the bank even though they are handling
the task.
❖ Today is the age of modern technology. So it must be quick in adopting new technology
in comparison to its rivals.

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❖ During the intern period, most of the customers of the bank did not seem to know about
the different products of the bank such as internet banking, SMS banking and other
products that could fulfill the diversified need of the customers. So, it appears that the bank
needs to focus on promoting the products and only providing new products is not enough.
❖ During the peak hours, the Customer Service Department gets overcrowded. There is
always a long queue of people for account opening and closing. Since most of the people
have problem while filling the forms, there should be a different section for filling the
forms with the assistance of staff members.

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