1. Social Performance Management Microfinance India Conference November 15, 2010 Laura Foose

2. Regulators & Policymakers Investors & MIVs Networks, Associations, & Support Orgs Retail Providers (MFIs) Do no harmAct ethically (corporate citizenship) Donors S OCIAL P ERFORMANCE Responsible Finance Commit to Positive Change for Clients + Institutional Commitment to: Invest in systems for double/triple bottom- line management Measure/ report client outreach and outcomes Offer financial and non- financial services based on life cycle needs and vulnerability of client

3. Managing for Results Performance is not incidental. What is explicitly defined and measured is what is managed. Need to define desired performance. Need to measure results against desired performance. Mission Performance Management Social Performance Financial Performance

4. Social Performance Standards (SPS) Reporting Process Indicators Results Indicators Mission & social goals Governance for social performance Range and products & services Staff training on social performance Staff incentives for social performance Assessing client poverty, retention, and satisfaction Market research Social responsibility policies and practices toward: Staff, Clients, Community, Environment Transparency in pricing Geographic outreach Gender outreach Poverty outreach & change in poverty status

5. How to Get Started Join the Social Performance Task Force: www.sptf.info www.sptf.info Assess and demonstrate your current performance by completing the SPTF/MIX Market Social Performance Standards ReportSocial Performance Standards Report Review the Companion Guide to the ReportCompanion Guide Find out more: ww.sptf.infoww.sptf.info

6. Assessing Social Performance Process Results Audit Tools: CERISE SPI Tool Quality Audit Tool MicroSave SPM Audit SMART Client Protection Assessment Tool Intent & Design Internal Systems/ Activities OutputsOutcomes Rating Tools: M-CRIL MicroFinanza Rating MicroRate Planet Rating Client Data Tools: Progress Out of Poverty Index (PPI) Poverty Assessment Tool (PAT) Client measurement tools (e.g., satisfaction, dropout, food security, focus groups) Impact Econometric studies