MOUNT KENYA UNIVERSITY
INDUSTRIAL ATTACHMENT REPORT
(A CASE STUDY OF UNISON SACCO SOCIETY LIMITED)
BY
VIOLET MUTHONI MAINA
DBF/2013/53013
A REPORT SUBMITTED IN PARTIAL FULFILLMENT OF REQUIREMENT
FOR THE AWARD OF DIPLOMA IN BANKING AND FINANCE IN
MOUNT KENYA UNIVERSITY
MAY
2016
DECLARATION
DECLARATION BY THE STUDENT
This industrial attachment report is my original work and has not been presented to
any other examination body. No part of this report may be reproduced without my
consent or that of Mount Kenya University.
Student’s Name………………………………….
Sign …………………………………………….
Date …………………
DECLARATION BY SUPERVISOR
This Report has been submitted for examination with my approval as The Mount
Kenya University Supervisor
Lecturer’s Name ____________________
Lecturer’s Branch_____________________
Sign__________________________
Date_______________________
Declaration by Management
For and on behalf of Mount Kenya University
Branch Manager’s Name_______________________________
Branch Name_______________________________________
Sign_________________________________
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Date_______________________
DEDICATION
This project report is fully dedicated to my parents and friends for their support and
encouragement in the course of my study, and to my supervisor for helping and
guiding me through it.
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ACKNOWLEDGEMENT
I thank God for his protection, provision of good health and guidance in my academic
endeavor. My gratitude goes to all those who contributed to mysuccessful completion of
my industrial attachment culminating in the compilation of this report. I am particularly
grateful to my supervisor, Mr. Mwangi. My discussions with him and his continued
guidance and encouragement made my attachment a fruitful one.
Special appreciation and gratitude to the management of Unison Sacco for according me
the opportunity to apply knowledge and concepts gained in my studies, in real life work
situations, in their organization. I am especially grateful to my supervisor, Miss Agnes
Nkirote for her guidance and support.I salute all the staff for their encouragement, shared
ideas and good time together as a team.
May God Bless you All.
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TABLE OF CONTENTS
Contents
DECLARATION ................................................................................................................ ii
DEDICATION ................................................................................................................... iii
ACKNOWLEDGEMENT ..................................................................................................iv
TABLE OF CONTENTS ....................................................................................................v
SECTION ONE ...................................................................................................................1
1.1
Introduction ...................................................................................................................... 1
1.2
Company background....................................................................................................... 1
1.3
Organization’s contacts and physical location ................................................................. 3
1.4
Mission, Vision and Core Values ...................................................................................... 4
1.4.1 Vision ............................................................................................................................... 4
1.4.2 Mission ............................................................................................................................ 4
1.4.3
Core Values ............................................................................................................... 4
1.4.4 Organizational structure.................................................................................................. 5
SECTION 2 .........................................................................................................................6
2.0 ATTACHMENT EXPERIENCES ................................................................................6
2.1 General activities undertaken (Administration Department) ................................................ 6
2.2
Specific activities .............................................................................................................. 6
2.3 An analysis of learnt knowledge and applied skills ................................................................ 8
2.4 A Profile of skills and competencies acquired ........................................................................ 9
2.5 Observation and critiques ....................................................................................................12
2.5.1 Observation ...................................................................................................................12
2.5.2 Critiques.........................................................................................................................13
2.6 Strategy for utilization of contacts established during attachment.....................................13
SECTION 3 .......................................................................................................................14
3.0 SUMMARY, CONCLUSION AND RECOMMENDATION ....................................14
3.1 Summary...............................................................................................................................14
3.2 CONCLUSION ........................................................................................................................14
3.3 RECOMMENDATIONS .........................................................................................................15
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SECTION ONE
INTRODUCTION
1.1
Introduction
Internship is a pre professional work experience that provides the student, recent
graduates and those seeking to change career with the opportunity to gain experience in a
particular field or career.Internship gives students a great opportunity to interact with and
learn from highly experienced professionals. In addition, internship broadens the students
understanding of their field and helps them in making decisions of what they want to
specialize in.
During the period from 1st March 2016 to 31st May 2016, I undertook my internship at the
Unison Sacco Society Limited, where I was able to apply my learnt knowledge and skills
and to gain more practice on the real world application of Banking and Finance principles
and best practices.
1.2
Company background
Unison Sacco Society Limited was registered on 18th March 1977 under the Cooperative
Societies Act Chapter 490 with a membership of 35. The Sacco was formerly registered
under the name of Laikipia Teachers Sacco Society Limited. This limited the membership
of the said Sacco to Laikipia District and teachers respectively. This is the reason behind
the change of name to Unison Sacco Society Limited so as to incorporate each and every
one in the corporate world.
After the change of name, the Sacco has experienced a gradual increase in the
membership leading to increase in share capital. This has led to its expansion where it has
opened six more branches in a span of one year. It draws members from TSC, civil
servants, private schools/institution employees, corporates, Micro-credit groups and
individual business entrepreneurs capable of making regular contributions.
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The major services offered by the Sacco include:
 Cheque clearance
 Salary advance
 Fixed Deposit account
 Junior Star Account
 Salary processing
 Bankers cheque
 Produce payment
 Savings account
 Groups Account
 Individual Account
 Safe custody of documents
 FOSA short term loans (up to 12 months)
 FOSA long term loans (up to 72 months)
 ATM Services
 SMS Services
 Microfinance services
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1.3
Organization’s contacts and physical location
The location map and contact address, both physical, mail and postal are as shown below.
Unison SACCO Society Limited
P. O. Box 414 – 10400
Along Kenyatta Highway
Nyeri – Nanyuki Road
Nanyuki, Kenya.
Email: info@unisonSacco.co.ke
Telephone: 062-31969, 062-32163, 0725 453 124
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1.4
Mission, Vision and Core Values
1.4.1 Vision
To be the leading financial service provider contributing to community economic
empowerment in Kenya.
1.4.2 Mission
To mobilize resources for the provision of quality, affordable and efficient financial
services to our clients and other stakeholders.
1.4.3
a)
Core Values
Team work: Unison Sacco pursues teamwork as it promotes a sense of equity,
achievement, mutual trust and is essential for a motivated workplace.
b)
Quality Service: Unison Saccois committed to offering quality services in an
efficient and effective manner to its clients and stakeholders.
c)
Transparency and Accountability: Unison Sacco is always accountable and
transparent in the activities it undertakes.
d)
Partnership and Collaboration: UnisonSacco believes in engagement of the
members/Customers, shareholders, stakeholders and other publics to ensure an
enduring mutually beneficial relationship.
e)
Initiative and Proactive: Unison Sacco is always coming up with inventions
which fits its customers. It puts them into practice to fit the customers’ needs,
expectations, and to satisfy their demands.
f)
Environmental Sustainability: Unison Sacco is cautious in the way it conducts
business to ensure that it protects the environment.
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1.4.4 Organizational structure
BOD
CEO
DEPUTY
CEO/FINANCE
BRANCH MANAGER
INTERNAL AUDITOR
ACCOUNTANT
OPERATIONS
MANAGER
ADMIN SECRETARY
ACCOUNTS ASSISTANT
CUSTOMER CARE
OFFICERS
TELLERS
OFFICE ASSISTANT
RECOVERY MANAGER
RECOVERY OFFICER
MICRO CREDIT
MANAGER
CREDIT MANAGER
CREDIT OFFICER
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MARKETING MANAGER
ICT OFFICER
ICT MANAGER
SECTION 2
2.0 ATTACHMENT EXPERIENCES
2.1 General activities undertaken (Administration Department)
The company runs both manual and computerized system. One system counter checks the
other for accuracy and consistence.
The general activities involved:
 Customer care services involving handling queries or directing them to specific
offices and officers respectively for assistance.
 Committee meetings involving notices for the meetings, provision of materials,
typing and dispatch of the minutes
 General filing of both branch and committee documents
 Performing general bank transactions such as loan form booking and loan appraisal,
trial balance preparation, bank reconciliation, ATM reconciliation and telling.
 Handling incoming and outgoing calls.
 Dispatching of incoming documents to respective departments.
 Preparing the outgoing parcels and letters.
 Field work.
2.2 Specific activities
1. Customer Care Services. Unison Sacco is a members’ micro finance institution, the
bulk of the membership being teachers. There is endless interactions on a daily basis
wherein members either call or walk in with various requests and seeking prompt
and accurate responses. The customer care department ensures that the reception
area is customer friendly. At the customer care desk, I helped members learn more
about the Sacco and I also opened accounts for members who wanted to join the
Sacco. I prepared transfer forms for members who wanted to transfer their share
capital. I also prepared clearance forms to the TSC office for members who wanted
to leave the Sacco. I also helped members to draft letters and to create KRA pins.
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2. Teller payments. Teller payments involves the withdrawal and deposition of money in
a bank. I helped a lot with the teller payments whereby I did some financial interactions
with customers; like accepting, counting and disbursing cash; I answered inquiries about
the services we offer; I also verified the customers’ identity either through government
issued ID’s or signatures. I balanced cash at the beginning and end of every financial
transactions. I also entered information about the customer and the transaction done in
the computers. I also did some M-Pesa transactions and reconciliation, which involved
withdrawal and deposition of cash through the M-Pesa services.
3. Internal communications. I typed and distributed all the requisite internal memos to
all departments including placing them on the noticeboard.
4. Preparation for sub-committee meetings. I ensured the needed items/materials are
at place before the meeting starts. I also typed the committee minutes, printed them
and filed them in their respective files.
5. External communications. I was involved in handling all incoming and outgoing
calls and also directing the calls to various offices.
6. Reception. I was involved in booking appointments for clients who wished to see
the Chief Executive Officer. I also ensured his secretary updated his diary so that
important engagements are not overlooked. I was tasked with ensuring that
visitors/members feel wanted and appreciated whenever they call or walk into the
branch. I always received calls, attentively listened and took details of the caller’s
requests and attended to them on the spot. Where need be, I directed the request to
the relevant officer. In such instances, I courteously requested the caller to hold or
promised to call back within the shortest time possible. I also received parcels and
dispatchedthe documents to respective departments. I prepared outgoing parcels and
letters and wrote delivery notes for them.
7. Field work. I also did some field work, whereby I went to market the Sacco to
business owners. I explained the products and services we offered as a Sacco and the
benefits of joining the Sacco. I opened a few accounts for members who wanted to
join the Sacco. I also did some cash collection for members who wanted to deposit
cash in their accounts but were otherwise busy to come to the Sacco personally,
hence making it easier for them to save.
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8. Office duties. I did some office duties such as input of data using excel sheets and
word which required typing of documents. I also did some printing and
photocopying of documents including ID copies. I recorded forms (account opening
forms, loan forms, salary advance forms), filed them and dispatched them to the
respective offices. I was also tasked with the duty of banking checks.
2.3 An analysis of learnt knowledge and applied skills
KNOWLEDGE
APPLIED SKILLS
CUSTOMER CARE SERVICES
Great customer care skills, loan appraisal,
account opening.
TELLER PAYMENTS
Withdrawal and deposit of cash, balancing of
cash at the beginning and end of the financial
transactions.
PREPARATION OF MEETINGS
Writing internal memos, preparation of board
documents, typing, printing and filing of
meetings.
M-PESA TRANSACTIONS
Withdrawal and deposit of cash, reconciliation
of cash at the end of the day.
FIELD WORK
Marketing the Sacco to business owners,
explaining the products and services we offer
and the benefits of joining.
OFFICE DUTIES
Recording and filing of forms, photocopying
and printing documents, receiving office calls
and directing them to the various offices,
dispatching mails, checks and forms.
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2.4 A Profile of skills and competencies acquired
Despite facing a few challenges that I overcame, I achieved a lot through my internship
period in the company.
These achievements include: I completely adapted to receiving external/internal calls.
 Communication is the key of all aspect in every organization. It helped in dealing
with the clients and the other employees. In addition, it added to my social skills as I
dealt with different people with different personalities.
 In the writing skills, I was well equipped with because I could input data using
Microsoft Word and Microsoft Excel mostly, I could also prepare the internal
memos.
 I learnt how to balance transactions and how to make bank and ATM reconciliation
statements. I also learnt about book keeping and how to carry out M-pesa
transactions.
 I was able to fit well in the teamwork activities, and this helped us work together. I
adapted their skills and way of doing things which created freedom between us.
 Ensuring smooth flow of operation by having the right materials at the right times
and at the right place.
 Ensuring proper documentation which enhanced accountability and honesty.
 I also gained marketing skills as I did some field work which entailed marketing the
Sacco to business owners.
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In summary, the following is a run-down of skills acquired during my attachment:

Communication
This is an essential skill for effective work performance. One has to be very attentive to
listen and able to express them clearly and effectively taking into account that you deal with
diverse people with different communications needs. Effective communication is essential
in a busy organization like Unison Sacco. Also it is an essential element where quality
services are of paramount importance.

Patience and tolerance
This environment can easily make one stressed as a result of the amount of work load and
type of workforce. I was attending to all types of clients and students who have varying
perceptions, attitudes and personalities.With time I learnt how to be patient and this helped
me manage better.

Responsibility
The customer care department, where I spent some time during my attachment, is the
frontline department. It molds the first impressions of any organization. I had great
responsibility of helping to create favorable first impressions of the institute. For this
reason, one is expected to demonstrate utmost sense of duty and maintain impeccable
integrity.

Team work
A lot of teamwork is required for work to be done effectively and efficiently. Teamwork
can however be affected when there is low motivation and pressure of work. Work stress
can seriously affect teamwork.
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
Time Management
Time is a very limited but very crucial resource. When utilized properly, one is able to
achieve much. I have learnt the need to keep a diary of scheduled activities so as that I can
plan beforehand.

Multitasking
This was a very busy office and one needed to learn how to coordinate several activities
while maintaining increased performance professionally.

Integrity
Upholding high level of integrity is important for any organization because it calls for
confidentiality and trust.

Employee relations and customer relations
This is important in ensuring that people live in harmony at the work place for proper
delivery of services. In a training institute where focus is on high enrollment levels, high
levels of employee and customer relations are very vital for effective service delivery.
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2.5 Observation and critiques
2.5.1 Observation
The organization has maintained a good image by enhancing professionalism in operations.
Customer complaints are also solved within a reasonable time as it has been indicated in the
service charter.
Originally targeting only the teaching fraternity, the Sacco has embraced members from
other sectors particularly the SMEs sector and employees from other institutions. It is
already making inroads at a fast pace to expand market share among the SMEs and retain
existing customer base.
I noticed great enthusiasm and team work among the staff. Interpersonal relationships are
excellent which has significantly contributed to team spirit and a healthy relationship. All
staff appeared to be committed to their work.
The branch management practices open door policy whereby there is wide participation by
all employees in decision making. Everybody feels part of Unison Sacco family. The
manager listens and carefully considers every shade of opinion. This has created a
conducive working environment and attrition rate is quite low.
The Sacco also offers opportunities to employees to advance their careers by supporting
those pursuing further education. A number of employees are enrolled in colleges and
universities including Mount Kenya University.
Although the Sacco is open to all categories of people, majority are from the teaching
fraternity. The Sacco has acquired a significant market share of business community
particularly the SMEs.
The Sacco also ensures that the attachment students are exposed to different fields; this
helps them gain various skills that can be used in different departments. During my stay, I
was exposed to customer care department, reception department, teller department and
marketing department and this helped me gain different skills that I can apply in the outside
world.
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2.5.2 Critiques
Despite commitment to the service charter, majority of Sacco members have not fully
familiarized themselves with it. Hence some service providers tend to be contented because
members are not pushing them to the limit by demanding excellent service.
The Sacco does not carry out customer satisfaction surveys. This could go a long way to
establish service quality levels and whether the aspirations captured in the service charter
were being realized.
Another challenge I noted was reaching the general public. The branch undertakes little
promotional campaigns. An effective promotions mix could make the general public aware
of the products and services offered.
The branch is also short on marketing materials and personnel. There are only a handful of
fliers and brochures informing of product offerings. There is also few marketing staff to
cross sells the Sacco’s products and services; this could be the reason it has not penetrated
other sectors.
There was little evidence that the Sacco is involved in aggressive promotion campaign and
rarely markets itself using the various promotional tools. This could be the reason it has not
penetrated other sectors. Little attention is also given to community engagements as no
single corporate social responsibility activity took place during the attachment period.
2.6 Strategy for utilization of contacts established during attachment
During the attachment, I was able to build a good rapport with the management and
employees of the organization. I intend to keep in touch and to give them my curriculum
vitae just in case an opening for job opportunity arises.
I also managed to meet and take contacts of customers and visitors to the organization who
could be handy in my career advancement. With respect to the organization, I will rely on
their recommendation when looking for a job.
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SECTION 3
3.0 SUMMARY, CONCLUSION AND RECOMMENDATION
3.1 Summary
The attachment was very productive and enriching. I was able to advance my career and
build confidence. Therefore, once I get employed, I will be a very resourceful person.
I learnt various skills during my attachment like great customer care services and marketing
and also balancing of transactions made. I also had a chance to work in an environment in
which I was required to be highly disciplined and be time conscious in everything I did.
I am in a better position in making many types of communications to the internal
organization and the public in general, marketing of products, performing monetary
transactions and also dealing with different customers who have different personalities.
3.2 CONCLUSION
Internship is a very good program since it involves an opportunity to integrate career related
experience into an undergraduate education through participating in planned and supervised
work. It also involves partnership with the real working world. I was able to interact with
the outside world;

I have been sensitized on various challenging problems and search for solutions.

I am better placed to translate theory to practice.

It has given me an opportunity to work in career related and professional
environment.

It has helped me develop job searching skills. Through such job placements, the
students develop self-confidence as they identify skills, abilities and talents.

It gives me and other students a chance to evaluate and reflect upon and later on try
a career field, because it exposes the students to different fields.

Training in these organizations one learns a lot of experiences like dealing with
clients and solving problems as and when they arise. There are many departments in
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these organizations hence they are working together as a team to accomplish a
common goal.
Overall, the attachment experience was very educative and I am grateful to Mount Kenya
University for giving students an opportunity not only to learn theoretical concepts but also
to be able to apply them before being released into the labor market. I was able to apply
much of what I had learnt in class. Especially so much in relation to:
o Teller payments
o Corporate branding, corporate image and corporate reputation
o People management
o Motivating workers
o Leadership styles
o Communication skills
o Time management
o Work ethics
o Marketing products
o Customer care management
I can confidently say that I have gained exposure to real-world problems and issues,
cultivated adaptability and creativity in a dynamic world. It has eased my transition from being
a student to entering the workforce.
3.3 RECOMMENDATIONS
The organization can be among the leading financial institutions if more effort is put into
marketing it which will enable mutual understanding with the publics since there is a lot of
potential. This includes the use of social media such as Facebook and twitter not only the
newspapers.
I also recommend the need for regular customer satisfaction surveys to establish levels of
customer satisfaction and highlight areas of improvement. This should also include
benchmarking exercises. At the same time, the branch should be customer centric such that
employees aim to exceed customer expectations.
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