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Board of management and the control committee are accountable to the General Assembly all the committee have their roles tasks and responsibilities defined in the bye-laws of the union, the overall management and operation of the union is under the guidance and supervision of the aforementioned three committees as far as paid employees are concerned currently the union has a plan to recruit a loan officer, a branch accountant and two security guards. The union has its own credit policy that benefits its member RUSACCOS and other primary rural cooperatives and attracts new rural cooperatives so as to issue more shares and mobilize compulsory and voluntary savings. The union has a wide range of loan products; the most popular ones include loan for agricultural, fattening and allied activities .Accordingly the union lend to its members on an annual interest rate of 12% regardless of the amount and type of loan. KOKEB SACCO plays an important role in the country’s economy. While KOKEB SACCO faces a growing competition in other small financial institutions, it still works in its best position with its 10 yearlong financial service experience (KOKEB SACCO pl.2007/08). The union acknowledges all the complaints and benefited from this to have an insight about the issues around customer satisfaction and to fix the problems as much as possible. The union tries to figure out customers complaints and try to identify problems related to service delivery practices in various levels through a series of assessment. The Union has different feedback mechanism identified a list of problems that needs a considerable change including:: the changing business environment, growing customers’ expectation, increased intensity of competition and the need for increased utilization of technology; customer dissatisfaction. The ensuing change was meant to reduce cycle time, increase customers’
9 level of satisfaction and decrease processing cost, hence ensuring efficient and effective service delivery (annual report and customer survey 2008). II. REASON AND FORCES FOR CHANGE ON KOKEB SACCO In this section we will highlight the reason and forces behind the change in KOKEB SACCO Forces for Change. The following are the main forces which affected the union 1)External Forces. In external forces the Union which was greatly affected by is Political influence, competition from other financial institutions, technology and inflation. 2)Internal Forces. And other forces that contribute for the change in the Union are. A.Misunderstood Mission: If an organization doesn't understand its mission, most of the time it's because the leaders themselves don't have a clear vision of the organization's purpose. Leaders need to reevaluate the organization's mission constantly, knowing that the mission can (and should) evolve over time, as new leaders are chosen or external pressures change.
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Management, Organizational studies and human resource management, ........., KOKEB SACCO