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1.0 INTRODUCTION

1.1 Background of Report

This report accounts for the two months internship the intern pursed at The School of Graduate

Studies of University of Professional Studies, Accra (UPSA). The intern was assigned certain

duties from 13th June to 30th August 2016. The intern was assigned to work at the Records

Department of the School of Graduate Studies. However the intern did a job rotation to help him

serve and learn from other units of the office.

1.2 Terms of Reference

The University’s Administration as part of its academic requirement, places students with

various business houses and firms for a minimum period of two (2) months to enable them obtain

practical industrial experience in their respective fields of training during the long Vacation. The

internship report is in reference to the University of Professional Studies, Accra’s compulsory

requirements for all incoming final year students (Diploma level 100 and Degree level 300) to be

exposed to the business and Job market. In May 2016, a notice was published by the registrar

(Academic Affairs) Instructing student to take a letter for internship from the Industrial relations

office for an Industrial attachment with any firms of their choice.

The intern is obliged to submit a report on the activities which must follow a given outline and

this will be considered a two (2) credit hour course.

1.3 Purpose Of Attachment

Internship is an integral part of UPSA’s graduation requirement. The University has identified

the need for students to gain practical experience on the job. Hence it has been made a partial

fulfillment of the graduation requirements of the University’s Degree and Tertiary Diploma

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Programmes. The reason of the internship is to provide valuable insights into the professional

and practical aspect of the theories being thought in class and to offer the intern his/her first hand

job experience, acquire practical job knowledge, skills, and as well prepare him/her for the

rapidly changing business world after school.

1.4 Profile of Organization

Background of Organization

The University of Professional Studies, Accra (UPSA) is a public university that provides both

academic and business professional education in Ghana. With fifty (50) years of experience, the

university has gained a reputation as the oldest professional Accountancy and Management

tuition provider and having many of its products in key leadership positions in Ghana and

elsewhere. The university was the first and still the only public institution with the mandate to

offer both academic degrees and provide training for higher professional education in Ghana.

The university currently has a student population of about Eleven thousand three hundred

(11300)

The University of Professional Studies, Accra was founded in 1965 as a private professional

business education tuition provider and was taken over by the government in 1978 by the

Institute of Professional Studies Decree, 1978 (SMCD 200). It was subsequently established as a

tertiary institution with a mandate to provide tertiary and professional education in the academic

disciplines of Accountancy, Management and other related areas of study by the Institute of

Professional Studies Act, (Act 566), 1999.

The then IPS had been offering tuition for various business professional Programmes that were

internationally organized. In this respect the University has contributed immensely to the

teaching and practice of Accountancy and Management in Ghana. In September 2005, the then

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institute introduce Bachelor Degree Programmes in its various mandated disciplines to give

meanings too the IPS Act 566. It received a presidential charter in September 2008 conferring on

it the status of a fully-fledged public university. The University currently offers undergraduate

and Master’s Degree in several Programmes. The combination of Scholarship with

professionalism is the foundation of the university’s unique profile

The development of the initial and new range of academic Programmes coupled with trends in

tertiary education at both local and international levels called for an amendment of the existing

Act 566 of 1999. Subsequently, the University of Professional Studies Act 2012 (Act 850) was

enacted to rename the University of Professional Studies, Accra (UPSA)

Our Core Values

Integrity, Respect and Service are the key values of UPSA Code of conduct

Integrity: UPSA is determined to act consistently in accordance with its principles and values

Respect: Respect in the university’s community means, respect for one’s self, other and the

University’s values as well as the responsibilities one bear towards himself and others.

Service: Service in the UPSA community means, recognizing social needs and applying our

strength and knowledge to address those needs

Mission Statement

We strive to .provide and promote quality higher education and training in management and

other related disciplines by leveraging a structured mix of Scholarship with professionalism in

Ghana and beyond.

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We believe our first responsibility is to the students, staff, parent, guardians, alumni and all other

stakeholders. In meeting their needs, everything we do epitomize scholarship with

professionalism.

Scholarship to us means the pursuit and acquisition of knowledge and Professionalism means

the Application of knowledge for Development in an ethical way. These two are the key driving

force of UPSA existences.

Aims and Objective:

To realize this mission, UPSA seeks to:

a. Offer courses leading to the award of Degree, Diploma and Certificates.

b. Provide opportunity to qualified candidates to have tertiary education and training in the

academic disciplines of Accountancy, Marketing, Administration, Banking and Finance

and Information Technology.

c. Provide continuing professional education and specialist training for professional

accountants and business executives.

d. Promote professional accountancy, marketing and administration through research,

seminars, lectures and other related areas.

e. Encourage students to develop their potential skill up to the demanding standards of the

contemporary economic world.

f. Provide opportunity for staff development, job satisfaction and motivation

g. Develop the student’s research abilities leading to entrepreneurship and innovation

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Vision

To be a world class education provider in both academic and professional disciplines, nationally

entrenched, regionally recognized and globally relevant.

Goods and Services:

In line with the tenets of the UPSA Act, 1999 [Act 566] to promote tertiary education leading to

award of Certificate Diploma’s And Degree’s ,the university offers the following services;

Diploma Programmes in Marketing, Management, Accounting, Public Relation and

Information Technology Management.

Degree Programmes in Marketing, Management, Accounting, Public Relation and

Information Technology Management.

Graduate Programmes: MBA Accounting and Finance, Internal Auditing, Corporate

Governance, Marketing, Auditing, Total Quality Management, Petroleum Accounting

and Finance as well as MPhil. and MSc. Leadership

Professional Programmes: CIMA(UK), ICA(GHANA), ACCA(UK), CIM(UK),

ICSA(UK)

The University all host also hosts educative seminars conference through her department

and registered clubs and Associations to help create additional value to student.

The university has a spacious library complex stocked with relevant books and literature

for student and public use.

The University has recently introduced Programmes in Law as part of her curricula.

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Products from the university hold key leadership positions in both major and minor private

companies as well as government institutions across the nation as accountants, manager’s

marketers, and Public relation officers, lecturers, consultants, Auditors, C.E.O.s, company

secretaries and many more.

2.0 FIELD OF EXPERIENCE

2.1 Duties and Schedules

The intern had a rotating schedule even though he worked mainly in the Secretariat unit. Below

are some duties assigned to him:

During week 1and 2 the interns were given introductory tasks to execute within specified

deadlines: Inspection of infrastructure and reporting where necessary, running errands,

dissemination of information, Sorting, arranging and Filling documents, typing printing and

other software related duties, records management, reception of guest and students. During this

period the officers examined the interns on the job and this informed their decision to place the

interns at various units within the school of graduate studies,

During weeks 3 and 4 of the internship, the intern was allocated to the Records Department of

the School of Graduate studies. The main duties there included: managing students’ files (Exam

scripts, research proposals, admission folders and final dissertation documents) and also

transferring of paper documents to excel spreadsheet and word documents. The intern also did

the usual inspection and reporting on infrastructure (air conditioner, lighting, washroom, lecture

halls, water dispensers, and plumbing works). This was done first thing in the morning before he

went for the daily newspapers from the school’s finance office at Access Bank. The intern

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attended to and reported on grievances and complaints of applicants, continuous, graduating and

past students who came in daily with different issues. The intern kept notes on important

information and delivered them as required.

All these major routines were done between 08:00 am to 05:00 pm from Monday to Friday. The

intern had an hour break for lunch and he sometimes worked overtime as and when the need

arose.

During week 5 and 6 The intern was moved to perform some administrative duties at different

units of the school’s administration. The intern served for some time at the Reception unit where

he handled mostly application forms from applicants. The intern attended to and worked on their

complaints. The intern also helped graduates to complete their clearance process to prepare them

for graduation. The intern ushered visitors in, relayed their messages to the appropriate audiences

and made sure the reception unit was in order. The intern helped continues student with issues of

their exam script and reported on critical issues. At the secretariat, The intern served by

managing and updating files and folder, sorting and categorizing documents into arc folders,

conducting periodic cross checks of names and other related issues which arose intermittently.

The intern also handled different administrative tasks, such as answering and making phone

calls, running photocopies, printing, delivering mail and other office responsibilities. During the

defense period, the intern played active roles together with the national service personnel in

ensuring the smooth running of the offices as his supervisors served as panel members.

2.2 Contribution Of Student To The Organization

The significant contributions of the intern at the School of graduate studies cannot be over-

emphasized:

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The intern helped the office to meet its timelines during emergency situations: When the need

arose for documents to be searched from huge packs of folders with all urgency, - which was

usually the case- we were there to help. Graduates usually applied for the postgraduate

Programmes from different institutions. On occasions where there was a need to sort these

numerous application folders under different headings, to help management make timely

decisions, his officer counted on him to deliver with speed and dexterity. The intern also ran

errands, to print documents, transfer funds, make bank payments, type documents, convey

scripts, do crosschecks from large folders – all to help the office meet its timelines during

emergency situation.

The intern treated the internship opportunity as full time job and approached it as such: The

intern was punctual to work; he dressed decently and complied with the job culture and

regulations regarding conduct, timeliness and respect. The intern also exhibited good inter-

personal relationship with colleagues, officers and customers. The intern worked overtime when

the need arose and did a lot of multitasking without complaints. This left a lasting impression in

the conduct of some of his colleges and other members of staff who were observing. In the cause

of time this conduct reflected in the life of some staff and colleagues as they also began to

approach their duties with all seriousness and commitment.

The nature of job at the School of Graduate Studies was somewhat complicated: We had

different customers (applicants, students, graduates and guests) with different backgrounds and

status altogether. It took a great deal of emotional intelligence and patience to address all their

varying issues, needs and complaints. Nevertheless, with the help of his supervisors and the

knowledge he had acquired in class on organizational behavior, the intern was able to satisfy

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their varying needs to the letter. It was a feeling of joy when customers left the office with

satisfaction and smiles on their faces.

2.3 Application of Learnt Theories to Real Life Situation

Irrespective of the many theories which were learnt in the classroom, The intern realized from

his observation that there were a few that applied to School of Graduate Studies:

. The period of internship provided the opportunity for the intern to practically understand how

certain theories on Motivation, Management and Quality applied in the daily management of

affairs at the School of Graduate Studies:

Content Theories of Motivation

These theories focus primarily on individual need – The physiological and psychological

deficiencies that we feel a compulsion to reduce or eliminate. These theories suggest that the

managers’ job is to create a work environment that responds positively to individual needs.

Generally these theories attempts to explain how poor job performance, undesirable behaviors,

low satisfaction and the like can be caused by “Blocked” needs or need that are not satisfied on

the job. Scholars associated with these theories are: Abraham Maslow, Clayton Alderfer, David

McClelland and Frederick Herzberg. At the school of Graduate Studies, individuals on different

levels of the organizational hierarchy were provided different motivational scheme depending on

their level of need to ensure the smooth running of the school. While the Dean and other senior

members were given recognition and special treats, some member of staff only received their

basic salaries and some other motivational packages to boost their morale in reaching

organizational goal.

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Systems Theory of Management

Mangers who understand systems theory recognize how different systems affect a worker and

how worker affect the systems around them. A system is made up of variety parts that work

together to Achieve a goal. Systems theory is a broad perspective that allows managers to

examine patterns and event in the work place. This helps manager to coordinate Programmes to

work as a collective whole, for the achievement of the overall goal or mission of the organization

rather than for isolated departments. In the School of Graduate studies, the Dean and other

officers coordinated activities at the Records Department, Reception, Computer laboratory,

Secretariat unit, stores and lecture halls to ensure the smooth running of the school

Quality Dimensions Theories

The dimensions of quality are different from goods and services. Hence organizations that

provide servicer such as tuition would need to focus on these dimensions as prescribed by the

scholars of quality. Parasuraman (1988) among other scholars describes the following five (5)

features as the dimension of Quality service: Empathy- putting oneself in the position of others,

Assurance- confidence in the delivery of service, Responsiveness- the ability to respond or deal

with an unexpected situation, Reliability- whether the service can be depended on or not and

Tangibles- the appearance of the build and the employees rendering the service

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3.0 LESSONS LEARNT

A lesson can be defined as an insight gained by a learner into previously unfamiliar subject-

matter (Wikipedia). It can also be an experience that teaches you how to behave better in a

similar situation in the future. (Cambridge dictionary) .The following are some lessons learnt by

the intern;

Proper Filing Systems

The intern learnt how to sort, index, arrange and classify records and document in an appropriate order

in both flat and arc folders. He also learnt how to organize these folders in large shelves for easy

identification and selection and to also facilitate administrative requirements. The intern developed

these habits over time under supervision and guidance.

Good Communication and Interpersonal Skills

Having good communication skills enables one to relate very well with his colleagues

supervisors, and even his clients. The intern learnt to appreciate the concept of emotional

intelligence as he was taught how to effectively decipher and deal with others’ emotions in

diverse instances. The intern also learnt how to appropriately convey messages verbally, over

phone or through e-mail without diluting or exaggerating its meaning.

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Records Management

The intern learnt over time, how to maintain information on a particular record series he had

been given: Database on graduating students, submitted thesis list, applicants form for Masters

Programmes, examination records. Periodically the intern conducted a review of these records to

update their content. The intern also transferred lots of written information from books into both

Microsoft Word and Excel formats. This improved his typing and time management skills and

well increased his familiarity with the aforementioned computer software.

Discipline

The intern learnt that being discipline entailed the ability to control oneself and others even in

difficult situations. The intern learnt to complete tasks and assignments within deadlines, to dress

appropriately for work, control my speech and behavior towards others within the work

environment and exercise a sense of appreciation, support and mutual respect towards self and

others.

Professional Connections

The people an intern connects with during the internship, usually spend time with him in a

professional setting and became familiar with his works. This enables the intern to build a strong

connection with them. Internships are an excellent opportunity to build professional connections.

An in the future the intern will lean of the recommendations of their supervisors and some

prominent visitors who experienced his services in order to scale higher heights in life and his

profession.

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4.0 CHALLENGES

Some challenges encountered by the intern were:

The staircase that connects the ground floor to the reception is very steep. Pregnant

women, lactating mothers, the sick, the aged and even the young do complain of how

difficult it was to climb up to the office floor of the school of graduate studies. Few

disabled guest who visited the office as well face great difficulty when climbing up. It

becomes much stressful when one climbs the stair with a heavy load like a dispenser

bottle full of water or a big pack of exam scripts.

Another challenge I faced at the school of graduate studies is the issue of limited personal

computers for staff. Only officers/staff had their office computers. In instances where we

were given assignments, we had to bring our personal laptops from home to execute the

work.

It was the first time that the school of graduate studies was organizing an internship

session for students. For that matter, several deliberations had to be reached before we

were given a go ahead. Hence, there was not enough time to take the interns through a

structured training for them to know the complexity of the workload. We found it very

stressful as we were obliged to deliver results on certain jobs we had not enough

knowledge on. We were forced to think on our feet to find solutions to critical problems

and issues as and when they arose.

Another challenge The intern faced at the school of graduate studies is the issue of

limited personal computers for staff. Only officers/staff had their office computers. In

instances where we were given assignments, we had to bring our personal laptops from

home to execute the work. Beside the photocopier machine had broken down and as a

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result we had to run errands almost always to make copies of single document. This was

a major bottleneck on the job

5.0 CONCLUSION

The internship program is an important course at the University of Professional Studies, Accra

(UPSA). The exercise adds practical job experience to the theoretical knowledge that is acquired

in the University. This also gave the intern an opportunity to explore the job market and discover

his hidden potentials through voluntary service.

Despite the challenges the intern encountered, the exercise added substantial value to the intern’s

job competencies which are relevant to the world of work.

Working with The school of Graduate Studies (SOGS), UPSA was not only an honor and

privilege but also a lifelong experience that will forever shape the intern’s professional life. The

intern has been inspired to serve mankind with all altruism, not expecting anything in return :

This is the surest way to discover the hidden potential deposited within him- which has the

power to create lasting wealth and true satisfaction.

To end, the intern encourages the School of Graduate Studies to embark on more such valuable

sessions to help a good number or undergraduate experience the operation of the world of work

and how the theories they learn in class are applied there.

6.0 RECOMMENDATION

The intern enjoyed working with the School of Graduate Studies, UPSA. The intern liked how

their structure and systems operate. Nevertheless the intern has these recommendations to give.

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The aim is to help curb unproductivity and meet the challenges stated earlier on. These are few

things the intern has recommended;

There should be a week or two structured training programs for interns to help improve

upon their productivity and also reduce the time waste by interns on a particular job.

The photocopier machine at the School of Graduate Studies should be repaired to help

prevent delays on the job.

There should be a roller tray to convey exam scripts and other heavy items from one

point to another.

. There should be a lift and or gentle lever to help all especially the disabled, the aged,

lactating mothers and pregnant women climb up to the office with ease.

7.0 REFERENCES

Weihrich H, et al (2008) Management, A global and entrepreneurial perspective. Twelfth Edition,

McGraw-Hill, New Delhi.

Parasuraman, A., Zeithalm, V. A.,& Berry, LL(1988) SERVQUAL: A multiple- item for

measuring customers perception of service quality, Journal of Retailing, 64(1) 12-37

Students’ Hand Book, (PBBS 401, Internship page 237)

8.0 APPENDIX

Confidential Appraisal Form

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EXECUTIVE SUMMARY

Our world is experiencing an exponential rate of change both within societies and organizations. This

change has created a need for graduates to acquire not just theoretical knowledge but also practical hands

on job experience. This should be geared towards building necessary competencies within graduates in

their respective fields of study. For this reason, the university has incorporated internship in its

educational Programmes as a core programme to give undergrads some level of job experience before

graduating from the institution.

During my six weeks internship at School of Graduate Studies, I was assigned to I worked with the

Records department. I also assisted in executing and coordinating other relevant activities and duties at

the Administration (Managing Students folders, filling, assisting and attending to guests and students,

running errands, addressing clients complaints, disseminating information via mail, word of mouth and

telephone, checking and reporting on office infrastructure, executing IT and software related tasks)

The internship experience has made immense improvements in my job competencies and aptitude in

varied fields: Team work, communication and inter personal skills, meeting deadlines, working under

pressure, emotional intelligence, discipline. The experience has also broadened my knowledge base which

was made possible through my participation in various activities at my assigned department and in other

units.

Despite the challenges encountered in some aspects of the internship, I find it worthwhile to have

experienced this session. I will recommend that the institute continue with this session on a consistent

basis. It will be of much benefit if it creates similar or better platforms for undergraduates to build

capacity and help them to appreciate the theories they learn in class and also understand how they apply

in real life.

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ACKNOWLEDGEMENT

Aside the invaluable exposure I had during my two month internship at the School of Graduate studies

(SOGS)-University of Professional Studies, Accra (UPSA), I have also acquired enormous experiences

and discovered new opportunities both within myself and within the world of work. I am most indebted to

quite a good number of individuals who have made immense contribution to the successful completion of

both this report and the entire internship experience:

My upmost gratitude goes to God Almighty who provided me with life and strength to undertake this

whole exercise. My next appreciation goes to the Dean of Graduate School, Dr. Albert Puni, for accepting

my colleagues and I, as the first set of interns at SOGS. To Mr. Ibrahim Monipaak Amadu

(Administrator) and Mr. Kwesi Offei-Kwafo (Head of Records Department), for their supervision,

guidance, advice and the desire they expressed to help us acquire enough experience per the given time.

Finally to all National service personal who guided me through as we worked hand in hand to achieve any

objective within stipulated time.

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CONTENT PAGE

ACKNOWLEDGEMENT …………………………………………………... ii

EXECUTIVE SUMMARY ………………………………………………….iii

1.0 INTRODUCTION

1.1 Background of Report ………………………………………………...….…1

1.2 Terms of Reference …………………………………………………….....…1

1.3Purpose of Attachment …………………………………………………….....2

1.4Profile of Organization………………………………………………….……..3

1.4.1Background of Organization ……………………………….…….....3

1.4.2 Mission…………………………………………….........................4

1.4.3 Aim and Objectives………………………………………….…..….4

1.4.4 Vision……………………………………………………….…..…...5

1.4.5 Product, Goods and Services………………………………...……..6

2.0 FIELD OF EXPERIENCE

2.1 Duties and Schedules………………………………………………………….7

2.2Contribution of Student to the Organization………………………….………9

2.3Application of Learnt Theories to Real Life Situation………………………10

3.0 LESSONS LEARNT ………………………………………………….……12

4.0 CHALLENGES …………………………………………………………….14

5.0CONCLUSION……………………………………………………………….14

6.0 RECOMMENDATION …………………………………………………….15

7.0 REFERENCES ……………………………………………………………..15

8.0 APPENDIX………………………………………………………………….15

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UNIVERSITY OF PROFESSIONAL STUDIES, ACCRA

(UPSA)

A REPORT ON AN INDUSTRIAL ATTACHMENET

UNDERTAKEN WITH: THE SCHOOL OF GRADUATE

STUDIES (SOGS), UNIVERSITY OF PROFESSIONAL STUDIES

(UPSA)

WRITTEN BY: FOSU RICHARD

LEVEL: 400

INDEX NUMBER: 10011269

SUBMITTED TO THE DEPARTMENT OF BUSINESS

ADMINISTRATION, FACULTY OF MANAGEMENT IN

PARTIAL FULFILLMENT OF THE REQUIREMENTS FOR

THE AWARD OF BACHELOR OF BUSINESS

ADMINISTRATION (BBA) DEGREE

AUGUST, 2016

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UNIVERSITY OF PROFESSIONAL STUDIES, ACCRA

(UPSA)

Surname: FOSU

Other Names: RICHARD

ID No: 10011269

Programme of Study: BACHELOR OF BUSINESS

ADMINISTRATION

Session: REGULAR MORNING

Name of Organisation: SCHOOL OF GRADUATE STUDIES, (UPSA)

Internship Period: 1st JUNE, 2016 TO 30TH AUGUST, 2016

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Report Submission Date: …………………….. Signature …………….