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Social Performance Management at CARD, Philippines: Translating Intent into Action

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Social Performance Management at CARD, Philippines: ... Prelude to Change. Trigger. Point. Research. Unit. Top. Management. Validation. Process. Operations ... – PowerPoint PPT presentation

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Title: Social Performance Management at CARD, Philippines: Translating Intent into Action


1
Social Performance Management at CARD,
Philippines Translating Intent into Action
  • European Dialogue, Luxembourg,
  • 17-19 October, 2005

2
CARD Mutually Reinforcing Institutions
Bank 1997
NGO 1986
CARD MRI
Housing Company 2008
MBA 1999
CMDI 2005
Institutions Together in One Mission
3
GEOGRAPHICAL PRESENCE
CARD MRI HO
CARD NGO
CARD NGO
CARD MRI
CARD Bank/MBA
CARD NGO
CARD NGO/MBA
CARD NGO
CARD NGO
CARD NGO/MBA
CARD NGO
CARD NGO/Bank
CARD MRI
CARD NGO On-going setting-up
CARD NGO
  • Present in 14 provinces and in Metro Manila.
  • 10 Bank Branches and 112 NGO Branches

4
Financial and Operational Highlights December 2004
  • Outreach
  • No. of Branches
  • No. of Staff
  • Loan Portfolio
  • Total Assets
  • Savings
  • Responsive Client Services
  • 137,000 (out of 5.1M poor households)
  • 97
  • gt 900
  • US 14 M
  • US 27 M
  • US 5.8 M
  • Microcredit
  • Microinsurance
  • Flexible Savings
  • Scholarship
  • Community Programs
  • Credit with Education
  • Technical Training

5
Mission Statement
  • To build sustainable financial institutions
    owned, managed and controlled by landless poor
    women. CARD is committed to provide continued
    access to microfinance services to an expanding
    client base by organizing and empowering landless
    rural women.

6
KEY QUESTIONS
  • Are we reaching the poor?
  • Are our clients moving up and out of poverty?
  • Are our clients satisfied?
  • Who are dropping out and why?

7
Tools and Processes
  • Service Delivery Tools
  • Observation Checklists
  • Sessions at Risk (SAR)
  • Area Manager Checklist
  • ExCommManComm Checklist

8
Tools and Processes
  • Impact Monitoring Tools
  • Mini-surveys
  • Means Test
  • Remeans Test Survey
  • Poverty Scorecard

9
Tools and Processes
  • Market Research Tools
  • AIMS/SEEP Exit Survey
  • Client Satisfaction FGDs
  • MicroSave-Africa PRAs
  • Seasonality of Income, Expenses, Credit
    and Savings
  • Product Attribute Ranking
  • Life Cycle Analysis

10
Prelude to Change
Top Management
Research Unit
CARD- Wide
Field Report
Change Process
deploy
Listening Process
Validation Process
Trigger Point
Specific By Issue
Field Officers
Operations
11
Use of Information
  • Results feed in mainstream operations
  • Inputs to strategic plans and decisions
  • Data for improvements in systems, policies,
    procedures and behavior
  • Basis for corrective action
  • Ideas for training and retraining needs

12
CLIENT PERCEPTION Changes in Quality of Life
with CARD
13
Conclusion
  • Listening to clients, both external and internal,
    is
  • Fundamental to sustain CARDs developmental
    mission and financial viability
  • Crucial to aptly respond to needs and
    requirements of clients

14
Thank you very much and Mabuhay!!!
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