Debre Tabor

College of Business and Economics

Department of Management

Attachment place ,

Dashen Bank Gafat Branch

A report submitted in partial fulfillment of the requirement for the subject

Internship in Management (MGMT4221)

By:

BIRTUKAN SETIE
Bachelor of Arts in Management

Id. No 3246

Month, year

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 DECLARATION
I, BIRTUKAN ,SETIE,hereby declare that the report entitled On "Practical attachment
program on Dashen Bank at Gafat branch" is my original work.Submitted to department of
Management, Regular under Graduate Program, Deber tabor University in partial fulfillment of
the requirement on Internship, is a record of the original report work done by me and that it has
not formed before the basis for the award of any degree/diploma/ associate ship /fellowship or
any other similar titles.

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 PREFACE /FORE WARD/
One of management prime responsibilities is to develop organizations to meet the challenge of
the future. The research undertaken sheds some light on employee training and development
practices in the current and private banks. The objective of this practical attachment is to assess
the performance of dashen bank and their employee and to increase or to gain special experience
to do work and check how to accept the customers in dashen bank in Gafat branch-and to
check students theory knowledge with practice and how

student do their work confidentially with coworker and manager so as to compare knowledge
of students in theory with practice this attachment is proposed and mandatory to do by any
students of the country to increase knowledgeable student with practical wisdom .

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 ACKNOWLEDGEMENT
First of all my deepest thanks goes to the Almighty God for his endless help & make me to stay
in life to this day and enables me to complete my internship. I am very grateful for the
opportunity to do an internship at Dashen Bank, Gafat branch. It was a valuable experience for
my learning and professional growth. I feel fortunate to have been given the chance to be part of
it and to meet many amazing people and professionals who guided me during the internship. I
want to express my deep gratitude to Mr. ESHETU GOLLA, the Branch Manager, for allowing
me to train at the bank and providing me with detailed feedback and support for this report. I also
want to thank the Customer Service Manager, Mr Yechale and all the workers at the Gafat
branch of Dashen Bank for their help and providing me with relevant information. Without their
contribution, I wouldn't have been able to complete this project. I would also like to thank Debre
tabor university College of Business and Economics for giving us the opportunity to write this
attachment report, which has greatly expanded my knowledge. I want to express my appreciation
to my family, especially my father, for supporting me and providing ideas and assistance
throughout the internship and the completion of this report.

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ACRONYMS
DB..........................................Dashen bank

BM.......................................... Branch Manager

RM............................................Relation to Relationship Manager

CSM...........................................Customer Service Manager

CSO/FM...........................................Customer office Manager or Front Maker

HR..............................................Human Resourc

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 MAIN BODY OF THE REPORT

This report mainly concerned about the company’s management philosophy,

background of study area ,weakness strength, opportunity and threat of dashen bank organization
and also it contains the training process from starting point up to end of the training Structures ,a
performance, management system, manageress's ability for each department and development of
dashen bank organization. The training process or the trainee work done in the department of
human resource’s,Accounting and Finance , marketing and also . Structures of each
department, employee’s , managers philosophy, customer service of the organization.
Evaluation, conclusion and recommendation about the company customers and all the training
process

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 TEABLE CONTENTS
Topics ………………………………………………………………………………………Pages

DECLARATION............................................................................................................................II
PREFACE /FORE WARD/...........................................................................................................III
ACKNOWLEDGEMENT.............................................................................................................IV
ACRONYMS..................................................................................................................................V
MAIN BODY OF THE REPORT.................................................................................................VI
TEABLE CONTENTS.................................................................................................................VII
CHAPTER ONE :AN OVERVIEW OF DASHEN BANK............................................................1
INTRODUCTION...........................................................................................................................1
Dashen Bank was established on September 20, 1995. The first founding members were 11
businessmen and professionals that agreed to combine their financial resources and expertise to
form this new private bank. Today, Dashen is a leading operator in the domestic banking market.
..........................................................................................................................................................1
1.1 Background of Dashen Bank.....................................................................................................1
1.2 Vision /Mission /Objective or Management..............................................................................2
1.2.1 Vision......................................................................................................................................2
1.2.2 Mission....................................................................................................................................2
1.2.3 Values.....................................................................................................................................2
1.3 Philosophy or corporate culture.................................................................................................3
1.4 History or growth of the organization........................................................................................4
1.5 Organizational Structure............................................................................................................4
1.6 Product and Service/Clients.......................................................................................................7
1.7 Program and Project...................................................................................................................8
1.8 Financial performance/ Report..................................................................................................9
CHAPTER 2: MANAGEMENT AND TRAINING INFORMATION..........................................9
2.1 Was there a trainee orientation when you start first?................................................................9
When i was first started my apparent program i got orientation that uses our next level program
but the orientation introduce only code of conduct that follow in working systems include;.........9
2.2 Provision of Information and Treatment during the Internship..............................................10
VII
2.3 When we see orientations as a quality and quantity................................................................10
CHAPTER 3: JOB BACKGROUND AND INFORMATION.....................................................11
3.1 Description of the including hours, number of employees, and specific areas within that
department, etc...............................................................................................................................11
 Customer service manager.........................................................................................................11

3.2 Relation with management philosophies and functions...................................................12

3.4 How does the department accept its trainees?........................................................................14
CHAPTER 4: SWOT ANALYSIS OF THE ORGANIZATION..................................................15
4.1 Strengths..................................................................................................................................15
4.2 Weaknesses..............................................................................................................................16
4.3 Opportunities............................................................................................................................16
4.4 Threats......................................................................................................................................17
CHAPTER 5: EVALUATION CONCLUSION AND RECOMMENDATION..........................18
5.1 Difficult situations/Problems encountered (if any)..................................................................18
5.2 Evaluation................................................................................................................................20
5.3 Conclusion...............................................................................................................................21
5.4 Recommendation.....................................................................................................................22
APPENDIX....................................................................................................................................23

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 CHAPTER ONE :AN OVERVIEW OF DASHEN BANK
INTRODUCTION

Dashen Bank was established on September 20, 1995. The first founding
members were 11 businessmen and professionals that agreed to combine their
financial resources and expertise to form this new private bank. Today,
Dashen is a leading operator in the domestic banking market.
As we know that the higher institutions of education is set a curriculum to govern the practical
attachment course for bachelor degree graduates in university in order to increase the graduates
attitude or practical Knowledge. So I take this rule of ministry of higher education by command
of that debre tabor University College of business and economics in bachelor’s degree in
management and l practice this learning in Dashen bank properly one months . The bank
industry is an enormously important part of any economy. Economic growth depends on the
money supply that is delivered by the financial industry and its key participants. Finance is vital
for running, mobilizing and operating the economy of the nation within which most other social
and economic activities take place. It is by far the most important way in which societies create
new value. It provides a society with delivery mechanisms for many aspects of its needs such as
economic, health, education, public sector reform.

1.1 Background of Dashen Bank

Dashen Bank was established on September 20, 1995, with paid-up capital of Ethiopian birr
(ETB) 14m. Th to form this new private bank. Today, Dashen is a leading operator in the
domestic banking market. The bank also works in partnership with leading brands in the
electronic payments industry.

At the forefront of this growth has been DB, which leads the way both in providing access to
services for unbanked people across Ethiopia, as well as offering sophisticated international
banking products.

Dashen bank is the most reputable brand in the domestic banking market; a reputation earned
Ethiopia and also a leading bank for last 20 years up to 2020/2021. It has more than 500
branches, 400 automated teller machines (ATMs).

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Amongst its international awards, in 2005 Euro money named DB the ‘clear leader and best
bank in Ethiopia’ and in 2010 it received the Bank of the Year award from the Banker magazine
for the eighth time.

Dashen Bank is the only bank to receive an award from the Addis Ababa Chamber of Commerce
as an outstanding enterprise and its president won the Most Honorable Business Leader award.

1.2 Vision /Mission /Objective or Management

1.2.1 Vision

"In as much as mount dashen excels all other mountains in Ethiopia, DB continues to provide
unparalleled in banking service."

Now days their vision is "To be best-in-class bank in Africa."

1.2.2 Mission

"To provide efficient customer-centric banking service using the expertise of inspired
professionals and cutting-edge technology, while creating sustainable value for stakeholders" Or

"Provide efficient and customer focused domestic and international banking services,
overcoming the continuous challenges for excellence through the application of appropriate
technology."

1.2.3 Values

 Developing banking habit in the community

 Assist continuous growth of customers
 Sustainable growth and stability
 High integrity and accountability
 Estimated customer satisfaction
 Non-stop opens for community access
 Brightened and trained employees
 Attend customers constructive outlook
 Normative confidentiality
 Keen to consciously build professionalism and service quality.

Specifically dashen bank follows six values due to respect to others,

1. Customer centricity
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 2. Diversity
3. Professionalism
4. Team work
5. Integrity
6. Social responsibility

1.3 Philosophy or corporate culture

Its business philosophy is ‘first plan, and then act prudently’, and it is proactive in the application
of modern technology and enabling it to capitalize on opportunities for growth.
Among the many pillars of the banks successes are:
• Consistent commitment to excellence in customer-oriented services;
• Application of state-of-the-art banking technology and responsiveness in new product
development;
• Far-sighted leadership and business model;
• Energetic and dexterous workforce;
• Wide network of strategically located service outlets;
• Multilevel financial service delivery and range of new banking products;
• High-powered financial leverage
Some of other bank's cultures are as follows:-
First, a banks culture must support the execution of its growth strategy, so that culture affects all
aspects of decision-making. That is, culture is more than a statement about ethical behavior. It is
about its overall operations how employees are hired, rewarded and fired, how resources are
allocated, and how risks and opportunities are managed.

Second, a strong culture can act as associative matching device, linking banks with employees
who have similar beliefs about market opportunities and risks.

Third, culture can change an employee identity” in a positive way and allow the bank to rely
less on incentive compensation to induce the desired behavior.

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Fourth, banks have an economic tendency to emphasize a growth-orientation in their culture
choices because this helps resolve internal agency problems more effectively, and this propensity
is exacerbated by interbank competition.

1.4 History or growth of the organization

As pre stated in our introduction part history of the organization is started from their
establishment time on September 20, 1995. Then the organization developed itself through
different mechanism that uses to achieve their establishment objectives and fulfilling customers
want by providing quality product and services.

This growth placed significant pressure on Dashen Banks IT systems, potentially impacting
customer service and limiting its ability to continue to launch new offerings.

Shimelis Legesse, VP for Information Systems & E-Banking Services, Dashen Bank, explains:
“Our rapid development in recent years has been remarkable, and is a testament to the hard
work of our over-7,000 employees.

We wanted to continue the upwards trend, and bring our services to even more Ethiopian
citizens.

In particular, our Amole services, which include mobile and online channels, have the potential
to reach the vast majority of the country. “However, we realized our existing IT systems were
struggling to keep up with the already huge and rapidly growing volume of data that we were
working with, and internal business processes were slow and could hold us back from achieving
our goals.

To enhance the quality of our customer services, and to continue innovating, we decided to
upgrade our core banking solutions.”

1.5 Organizational Structure

An organizational structure is a system that outlines how certain activities are directed in order to
achieve the goals of an organization. These activities can include rules, roles, and
responsibilities.

The organizational structure also determines how information flows between levels within the
company. For example, in a centralized structure, decisions flow from the top down, while in a
decentralized structure, decision-making power is distributed among various levels of the
organization.

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Having an organizational structure in place allows companies to remain efficient and focus on
their goals.

An organizational structure outlines how certain activities are directed to achieve the goals of an
organization.

Successful organizational structures define each employee's job and how it fits within the overall
system

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 1.6 Product and Service/Clients
Dashen Banks which offers digital payment capability and access to aggregated digital products
and services from Retailers, the Entertainment Industry, Airtime Dealers, Bill Payment Points,
Airlines, Social Media Players and third-party service providers.

The service is available on both smart phones and ordinary mobile sets using USSD. The USSD
gateway for Dashen Banks mobile money services is *996#

Dashen Bank customers can transact at their convenience, easily, safely and affordably,
regardless of where they are – at any-time using Amole digital platform, without necessarily
being physically present at the transaction point, all done without leaving the comfort of their
homes, office or moments of relaxation.

Customers can access Dashen Banks services and make payments on the go. Amole services
include:

 Fund transfer
 Transfer within own account
 Transfer within Dashen Bank account
 Transfer to other Bank
 Transfer to mobile (registered & unregistered)
 Mobile payment
 Bill payment
 DSTV subscription payment
 School fee payment
 Air time top up
 Digital content sales payment (concert tickets, Ethiopian great run ticket payments &
many more)
 Utility payment
 Air ticket purchase
 Merchant payment
 Remittance (Direct Remittance to mobile wallet)
 Balance enquiry
 Transaction history/statement
 Transaction alerts/SMS messages
 Salary payment

In addition to this give loan service to employee, customers and various sectors of the economy
on the strength of viability and assessment on concentration risk. Thus all loan of all types and
terms need to be spread among the categories of loans recognized by the bank.

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 Typical loan categories are the following:

 Manufacturing
 Building and construction
 Export and import loan

1.7 Program and Project

The government of Ethiopia has a plan to create 3 million national jobs in the current fiscal year
through various initiatives.

Dashen Banks initiative dubbed ‘Ethiopian Talent Power Series,’ hopes to back government’s
endeavor to reduce the unemployment burden and create thousands of jobs in arts TV "dashen
defeat".

It would mainly focus on scaling up and building capacity, financial education, financial
inclusion for entrepreneurs with innovative concepts, developing business club and creating
market linkage

We begin the initiative with a very good commitment and passion, and we hope it will bring
viable results in the employment sector.

Amole is an Omni channel payment and commerce platform provided by Dashen Bank to its
esteemed customers. The channel enables the customer to stay on top of their account 24 x 7
without being limited by time and geographic location.

Ethio telecom launches telebirr digital financial services in partnership with Dashen Bank.

Telebirr has now expanded its horizon of services in the recent launch and now serves to
economically impact digital financial services through: Micro loan, overdraft and micro saving
services in partnership with Dashen Bank as per the permit given by the National Bank of
Ethiopia with letter reference number FIS/PSSD/218/2022, dated August 01, 2022.

This vital financial partnership with Dashen Bank offers three types of financial services namely
telebirr mela (micro credit) a service that allows individual customers, agents and merchants to
borrow money for any transaction or withdrawal and telebirr Endekise (credit pay/overdraft
service) a service that enables customers to borrow money when they are short of balance in their
telebirr account while making transaction and telebirr sanduq (Micro Saving service) a saving
service which is available with interest free and interest rate based micro saving services.

The savings and loan scheme is said to play a pivotal financial inclusion role which help to
strength digital financial inclusion.

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 1.8 Financial performance/ Report
Dashen bank reported that it has earned 1.3 billion birr gross profit for 2019/2018 budget year.

It, one of few banks which has been operating in Ethiopia for 25 years and more, has reported
that it has earned 1.79 billion birr gross profit, and 1.54 billion birr net profit for 2020/2019 fiscal
year, registering a growth of 39.9% and 51.2% respectively.

The total capital of the Bank is also increased by 21.7% to stand at Birr 10.1 billion. The share
capital at the end of the year increased by 26% and stood at Birr 4.4 billion. Nov 18, 2021.

Dashen Bank is currently focusing on investing in various long-term and strategic investments in
infrastructure, capacity, and human capital to build foundational capabilities, which will serve as
a stepping board for our future growth.

CHAPTER 2: MANAGEMENT AND TRAINING INFORMATION

2.1 Was there a trainee orientation when you start first?

When i was first started my apparent program i got orientation that uses our next level program
but the orientation introduce only code of conduct that follow in working systems include;

 warring systems,
 working hours,
 How can handle customers and others.

Even if customer request any type of questions not related to banking activity not to say "No"
rather give advice or recommend them to something.

In the time of my request bank to give me apparent program accept me with in good handling
customer habit and lead to the manager seems like front officer managers also give their positive
response. And give some orientations about their code of conduct, and then start my trainings in
the next day.

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Then for the next day complete job orientation can help to me feel happy and one member of that
organization. Which boosts their overall performance? Studies have also shown that when
companies take the time to provide a well-designed job orientation process.

Training program was dedicated normally for employees towards helping effectively perform
after training, and also helps individual handle future responsibilities, with little concern for
current job duties.

2.2 Provision of Information and Treatment during the Internship

From the time l was accepted for the internship at Dashen Bank until I started formal training, I
received proper and timely information and treatment. The bank's internship program
demonstrated a commitment to effective communication and ensuring that interns were well-
informed and supported throughout their internship journey. Upon acceptance into the internship
program, I received a comprehensive welcome package that included detailed information about
the internship program, its objectives, and the expected duration.

During my internship at Dashen Bank, Gafat branch, I received a welcome package with
information on the bank's policies, code of conduct, and professionalism. The human resources
department was helpful, promptly addressing my queries and providing logistical details. I had a
mentor who guided me throughout the internship, offering advice on the work environment and
career development. The bank treated me with respect and fairness, fostering an inclusive work
culture. I was given meaningful tasks that contributed to the organization's goals and provided
opportunities for learning and growth.

2.3 When we see orientations as a quality and quantity

The success of any organization in the long run depends very much on the quality of its human
recourses. This is especially true in the service oriented industry like banks. Training helps a
great deal in the acquisition of new technical knowledge and skills in the different aspects of
banking so as to provide quality service to the banks customers.

The purpose of this thesis therefore was to evaluate the effects of training on employees’
performance using Dashen Bank S.C. as a case study. The study used both primary and
secondary sources of data.

2.4 Who trained you Done?

During my practice all the employees of the bamk explained to me as much as possible.during
this training period Mr Eshetu Golla the manager of the bank and Mr Yechale customer service

10
manager provided me with information about the bank and explained it to me as well as gave me
an opinion about the work I was doing and he gave me the training.

CHAPTER 3: JOB BACKGROUND AND INFORMATION

3.1 Description of the including hours, number of employees, and specific

areas within that department, etc.

It is mandatory in Dashen bank every employees have to get 2:00 O'clock up to 11:30 O'clock
their working time. Number of employees that works in this branch are fourtheen (14) including
both permanent and temporary employees. The employees of Dashen bank are self-disciplined;
one of the manifestations of their discipline is time. A permanent employee means that
employees work in Dashen bank permanently including the following;

 Branch manager
 Relation manager
 Customer service manager
 Accountant
 Cashier
 Customer service officer or front maker

A temporary employee means that employees hired for temporary periods or not permanent
employees including the following;

 Messenger and
 Cleaner
 Security guards

Specific areas of employees

Branch manager: Have the complete authority of branch depend on the rule of bank that he
plan, organize, lead, and control the banking activities of a branch office. He ensures that
operating procedures, rules, and code of practices of the Bank and regulators directives and
country law are adhered to by all staff.

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Relation manager Or Relationship Managers (RM); is mapped to Clients to service, manage and
dependent client relationships. The RM is responsible for managing the entire Banking and
Financial needs of the customer as a Single Point of Contact from the Bank.

Customer service Manager (CSM); as their name indicating managing people or how can
handling customers with in their quality product and service.

Accountant: He prepare and submit annual budget, work plan and activity and progress reports.
He also participates in various community activities and keeps in close touch with the business
community to promote services offered by the Bank.

Customer service officer or front maker: Are responsible to make front office customer
service support at the branch. They handle account maintenance, payment and collection
transactions and respond to customer inquiries, handle cash and non-cash transactions and all
customer requests at the branch.

3.2 Relation with management philosophies and functions

Managers participate in operational planning and budget planning processes and, in doing so,
actively determine what should be done, in what order it is to be done, and determine what
resources are appropriate to be successful in achieving the plan. Keep in mind that this is not a
personality contest. The strategic plan and its specific objectives determine what is important and
what may not be as important.

Then our supervisors directly related to the following management philosophies and functions
because their carrier also about management and leadership, this two courses is the pillar that one
manager how can ruin their company or organization.

Now we can see philosophies and functions of management.

3.3 What is management philosophy?

A management philosophy is a statement or approach that affects how a manager leads their
team and makes decisions. These philosophies determine a manager's best practices, and they
help provide structure and clarity to an organization.

The manager of Dashen bank in finoteselam branch follows democratic ways of

leadership philosophy. He seeks feedback from team members and uses it in the decision-
making and implementation processes
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Functions of management

At the most fundamental level, management is a discipline that consists of a set of five general
functions: planning, organizing, staffing, leading and controlling. These five functions are part of
a body of practices and theories on how to be a successful manager.

 Planning: When you think of planning in a management role, think about it as the process
of choosing appropriate goals and actions to pursue and then determining what strategies
to use, what actions to take, and deciding what resources are needed to achieve the goals.
 Organizing: This process of establishing worker relationships allows workers to work
together to achieve their organizational goals.
 Leading: This function involves articulating a vision, energizing employees, inspiring and
motivating people using vision, influence, persuasion, and effective communication
skills.
 Staffing: Recruiting and selecting employees for positions within the company (within
teams and departments).
 Controlling: Evaluate how well you are achieving your goals, improving performance,
taking actions. Put processes in place to help you establish standards, so you can
measure, compare, and make decisions.

Finally all the above leadership philosophies and management function have a great effect on
any organization so dashen bank greatly affected by this philosophies and functions positively
and also negatively. We can see some points;

 Leadership style reflects how you interact with and influence others. Your style may also
depend on your personality and job experience.
 The aspects of philosophy often represent behaviors help to achieve the goals of the
organization. The right management philosophy also depends on the team of the
organization, so it's important to consider their role in the goals of the organization.
 A management philosophy often serves as a set of beliefs and principles to guide us as a
leader. It's important to develop a philosophy that accurately reflects personal values.

I fill different forms to help customers

I give different services to department and customers
I fill ATM and mobile banking forms.
After a few days, I practically involved in work with the customer service officer, auditor
section and cash section by the guidance of the manager and the staff members.

3.4 How does the department accept its trainees?

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In the time of my request to give me apparent program the Bank accepted me with in good
handling customers. The manager and front officers also give their positive responses, and give
some orientations about their code of conduct, then start my trainings in the next day.

3.5 The supervisor's key functions

The department supervisor in the Finance and Accounting department at Dashen Bank, Gafat
Branch, had a solid background and extensive experience in finance and banking. They
possessed in-depth knowledge of accounting principles, financial management, and regulatory
compliance. The supervisor was responsible for overseeing the day-to-day operations of the
department, providing guidance to theteam members, and ensuring the department's goals were
met. Their management philosophy focused on maintaining accuracy, transparency, and
adherence to financial regulations. They emphasized the importance of teamwork, effective
communication, and continuous improvement. The supervisor encouraged a supportive and
collaborative work environment where employees could learn and grow.

 Planning: They developed strategic plans and goals for the department, aligning
them with the overall objectives of the bank. They set targets and timelines for
financial reporting, budgeting, and other departmental activities.
 Organizing: The supervisor organized the department's resources, including human
resources, to ensure smooth operations. They assigned tasks and responsibilities to
team members based on their strengths and expertise.
 Leading: The supervisor provided leadership and guidance to the team, fostering a
positive work culture and motivating employees to perform at their best. They
facilitated training and development opportunities to enhance the skills of the team
members.

mented control mechanisms to monitor the department's performance and ensure

compliance with policies and procedures. They reviewed financial reports, conducted
audits, and addressed any issues or discrepancies.

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  Collaborating: The supervisor worked closely with other departments, such as HR and
Operations, to coordinate activities and achieve common goals. They collaborated with
senior management and provided financial insights and recommendations for decision-
making.

CHAPTER 4: SWOT ANALYSIS OF THE ORGANIZATION

4.1 Strengths
Dashen bank was driving financial inclusion and customer- centric banking service throughout
the Ethiopia.

It is currently focusing on investing in various long -term and strategic investments in

infrastructure, capacity, and human capital to build foundational capabilities which will see serve
as a stopping board for our future growth.

The strength of bank should list in the area where the bank reaching its goal.

 With the advent of new technology, the bank has morphed and modified itself to meet the
recent needs of the society. From inculcating the habit of savings to help people with
financial instruments, the bank today plays a vital and indispensable role in society.

 Provider of Financial Instruments

The bank provides their customers with a large number of financial instruments. Some of the
various products offered by banks are stocks, bonds, insurance and savings accounts. Further,
banks have also adopted and integrated digital technology to provide online banking solutions.

These strengths are areas where a bank will want to continue to maintain the status quo.

The followings are major parts of their strengths

 High service levels

 Highly automated systems
 IT/software expertise
 Easy access to capital and funding
 Effective sales and service culture
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  Team-based culture
 Clear segments targeted effectively
 Clear value proposition
 Effective CRM program
 Good understanding of the customer journey
 Strong share-of-customer
 Attractive store design/layout
 Highly convenient locations
 Clear positioning
 Seen as having strong corporate social responsibility
 Easy-to-use apps

4.2 Weaknesses
The weaknesses in a bank's SWOT analysis should list the areas where the bank is falling short
of reaching its goals or is non-competitive.

These areas of improvement should also be internal components reflective of the bank's physical
and human resources.

For example, a bank's weaknesses may be in Branch level has the following:

 Low customer satisfaction.

 The network is not good enough

In order to remain competitive, a bank should focus on these areas of weakness to improve its
performance.

4.3 Opportunities
Opportunity can be defined as a change in external environment which if properly exploited with
the organizational strengths will result in enhanced sales, market share, or income. Using its
strengths, Dashen bank can avail the following opportunities:
 Technological Advancements

The banking industry has always been dependent on new technology. This is evident in the slew
of digital services being offered by banks today.

 Rural Expansion Opportunities

The limited presence in rural areas is one of the weak points of the banking industry. But it can
actually convert this weakness into an opportunity. By expanding into villages and offering their
services to the rural population, banks can expand their customer base considerably.

 Social Evolution
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Human society is evolving both economically and culturally. In this dynamic landscape, the
needs and demands of customers with rising income levels are bound to change. Banks need to
adapt to this changing society. By providing better services the industry can solidify its place in
the future.

In addition to the above the followings are other opportunities.

 Develop a customer relationship culture

 Attract new customers through special offers
 Shift to a customer-centric marketing outlook
 Broaden their geographic reach
 Build relationships with influencers
 Advertise on online comparison websites
 Build/acquire digital marketing expertise
 Creating more engaging social media content

4.4 Threats
The threats component in a bank's SWOT analysis should list the areas where the bank has the
potential to decline or be harmed by other factors in the marketplace. In the context of Dashen
bank external environment, the following potential threats exist:
For example, a bank's threats may include a declining economy, increased capital gains
taxes, more competitors in the marketplace, high unemployment or an increase in
insurance rates.
Although external threats such as the aforementioned cannot always be avoided, having
awareness of possible threats allows the bank to try and mitigate them.

Following are the threats of the banking industry.

 Lack of Proper Cyber Security

The modern banking industry is entirely dependent on the cyber-world. Everything is
stored digitally whether it be data storage, monetary transactions or personal information.
This makes the banking industry a prime target for hackers who seek to gain financially
by exploiting weaknesses in the digital infrastructure of the banks. Unless the banks take
proper cyber security measures to protect their data, they can face a serious threat from
cyberspace.
 Stiff Competition
Banks worldwide face stiff competition. Not only from other banks but also institutions
such as Non-Banking Financial Corporations which offer a number of financial products
that all banks do not. This has led to a shifting of the customer base from the banks to

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 non-bank financial corporations (NBFCs) which find greater acceptance among the new
breed of professionals.
 Global Economic Instability
Currently, the world is going through tough economic times. Trade wars, protectionist
policies, and global downturns have all had an effect on the international banking system.
Unless the world economic conditions improve, banks can be facing a dire future.

CHAPTER 5: EVALUATION CONCLUSION AND RECOMMENDATION

5.1 Difficult situations/Problems encountered (if any)

Financial services sectors by itself have several unique and distinctive different characteristics
than other sectors in the way they are organized and managed. This means that these sectors face
different challenges that need special attention to be overcome. Delivering training solutions to
such firms requires a different approach as in many cases the constraints that are put on the
sectors are more than what is done in other parts of the economy.

Finally a number of challenges identified that helps us deliver timely and specialized training to
our clients.

Limited time

Training someone whose job is in the dealing room of an Investment firm or in the trading floor
of a bank can be extremely challenging, or limited time to know every detail of banking system.

Workforce Diversity

Anyone who visits a financial firm anywhere in the world will know that the sector is highly
culturally diverse so trainer also has to respect workforce diversity.

Budget constraint

The budget provided by university is not sufficient to cover attachment cost.

In order to overcome the above problem the following action should be considered:-

- The practical work duration should be increases

- The university should increase budget for practical attachment

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- The university should be actively involved in assisting students in getting organizations where
they conduct their attachment

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 5.2 Evaluation

From the internship program I got many knowledge, skills and experiences that I didn't get
before. I understand how to apply theoretical knowledge to practical doing. So far I have learned
many theoretical courses but there was no means to apply those theoretical frameworks to apply
practically. This practical attachment/internship program leads me to improve my future career
and knowledge to be competent with the working environment what I will join after graduation.

From the time I start this attachment until the end I get different experience and trainings. The
most and important one is experience of how to communicate with the customers and how to
treat and hold the clients of the organization. I have also seen how to run and operate the
organization according to the surrounding environment.

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 5.3 Conclusion
The practical attachment ascertains that creating strong relation between universities graduated
students and employers/organizations. Many Ethiopian higher education institutions do not
create practical attachment program chance for their students; rather they focused on teaching
theoretical parts. Because of this many new graduate employees face difficulties due to low level
of competency in working place. So, this practical attachment program helped me to be confident
to confront challenges and problems in the real working environment.

Generally the practical attachment may develop problem solving skill of the students after
completion of academic life. Therefore, conducting practical attachment is important for
students, universities, employers and for society generally.

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 5.4 Recommendation
I recommend about the organization and the practical attachment.
About the organization;-
 The bank should maximize its customer satisfaction by delivering good services and
products.
 The bank also should develop strong cyber security system in order to manage and
control its data and information.
 In order to hold their customers the bank should diversify its product and services.
About the internship;-

We all know competent employee is crucial for the successful achievement of the of the
organizations specifically and for the development of the economy of the country, so I believe
that this practical attachment is important to generate skilled and experienced students to
overcome problems encountered in any business conditions.

I am happy for the practical attachment/internship program because I got valuable skills,
experiences and knowledge. I recommend that this program should be continued for the next
generations or should be include under the education curriculum. It help students prepared them
to the real working world.

The University should give orientation/induction about practical attachment to their students. It
enables students to become pre-oriented about practical work environment.
The University should increase the duration of time to the practical attachment program.

Bibliography

●Written documents of organizations

●Additional from my trainer (Customer service manager of the bank)

●Direct information from the supervisor of the organization

●From employees of organization

●Some from daily activitie

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 APPENDIX
This section contains the copies of any authentic information collected in the form of official
records. For instance:

Attachments

Daily time records

Documentation

Company brochures and or information materials .

(ሁልጊዜም አንድ እርምጃ ቀዳሚ) Always Ones Step Head!!!

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