Board of management and the control committee are

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 cha nge was meant to reduce cycle time, increase customers’

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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.