BUSINESS SKILLS FOR FRANCHISEES MARIAH PRESTON SEPTEMBER 18, 2015

QI System Includes Focus on Standards Essential to "Quality of Care”  Technical Competence  Client Safety  Informed Choice  Privacy, Confidentiality & Respectful Care  Continuity of Care  Documentation (Recording & Reporting) Keeping Sara Healthy

6 key business competencies  Manage finances (cash flow)  Manage operations (facilities management)  Manage human resources (staffing and hiring)  Manage customer relations (customer loyalty)  Perform marketing activities (pricing strategy)  Manage data collection (record keeping) Keeping Dr. Imrana Healthy

 Partner with Banyan Global to develop a curriculum  Methodology – interviews with field franchise leaders and PSI’s Social Franchise Advisor  Developed one day overview to introduce basics  Created twenty mini-modules (1+ hour courses) How?

 Uganda field program (PACE) test business skills modules  Currently 25 PACE staff trained to lead sessions  To date 188 providers trained in overview and 4 priority modules  Modules translated into French  Rolled-out in Benin Field Testing

Example: Providing Customer Service Apathy. Contrary to making the customer feel wanted, some staff leave customers feeling that they don't care about serving them. Behavior that indicates apathy includes: Coldness. This includes hostility, unfriendliness, and thoughtlessness, or any other behavior that says to the customer, "Go away!" Behavior that shows coldness includes: Condescension. Staff patronize customers, leaving them feeling that they’re not intelligent enough to understand. Behavior that reflects condescension includes: Behaviors that Frustrate Customers Instructions: Review the following list of behaviors that frustrate customers. Provide examples of how you or your staff may have demonstrated each of them with your clients in the past.

 PACE staff found modules easy to teach  Modules well received by clinic owners and administrators (engaged)  Biggest success in Uganda to date is use of client card that includes last 4 visits  Modules work well for small groups  Needed simplified SWOT and Action Plan in overview and modules Findings/Lessons Learned

 Uganda partnering with Private Sector Foundation to conduct base-line and end line surveys to measure effect of business trainings  Establish link to financial sustainability  Apply lessons throughout entire franchise network Next Steps

Reaching More Saras

Thank you.