1. Managing Social Performance:
How to Improve Impact?
Ewa Bankowska
SPM Program Manager, MFC

2. Context Increasingly commercial approach to microfinance
Professionalization of the sector
Focus on Social Performance:
Has it been lost?
Is it taken for granted?
Is there “mission drift”?

3. Are we impacting Clients?
change in microfinance is not automatic
focus on financial sustainability
Impact studies difficult and expensive
Looking back – too late
Unintended results:
Overindebtedness
Assets deprival

4. Management cockpit

5. Social Performance Pathway
Information use
Operations
Strategy
Reaching Target Clients
Service Design & Delivery
Mission
Goals
Objectives
Systems
Change
Meeting Client Needs

6. Case study: Prizma (B&H)
Poverty focused MFI
Context: post-conflict: female led households are the poorest
Target group: women in urban and rural areas
Poverty scorecard to assess poverty and the change
Client feedback through exit monitoring
Staff selection and education – orientation on mission
Prizma's mission is to improve the well being of large numbers of poor women and their families by providing long-term access to quality financial services.

7. Benefits Lower exit rates and higher client loyalty
Higher staff motivation and lower turnover
Innovation in products
Identification of new market segments
Good public image
Increased access to financial resources
Enabling regulatory environment
EWA

8. What is fundamental Sound business practice
Clients and their needs in the centre
Information on clients used
Social lenses to all systems
Informed decision making

9. Quality Audit Tool Entry point to managing social performance
Diagnoses strengths and weaknesses of internal systems
Helps building buy-in and understanding of SPM at all levels
Facilitates realistic action planning and step-by-step SPM improvement
1+5 day diagnostic process
Qualitative interviews from Board to field staff and clients
Audit panel to discuss results and plan improvements

10. SPM in practice Practical tools at www.mfc.org.pl/spm
Case studies at
Practitioner’s discussion at spmconsortium.ning.com