Social Performance Management in Microfinance: Guidelines
2005, Simanowitz, A. & Pawlak, K.
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An overview of social performance management (SPM) and a roadmap for developing an SPM system

This paper elucidates the framework that allows MFIs to manage the steps needed to achieve their social mission. It details ways for MFIs to:

• Regularly monitor and assess their effectiveness in defining and reaching target clients;
  
• Provide clients with services appropriate to their needs;
  
• Achieve the changes in clients defined by their social mission.

The paper provides a roadmap for building a system for SPM. It explains three broad components of the SPM development process:

• Developing a social performance strategy;
  
• Monitoring and assessing social performance;
  
• Institutionalizing and using social performance information.

The author discusses the core of SPM and brings out the benefits of social performance management:

• Benefits managers in:
  
  • Balancing financial and social objectives;
    
  • Generating base line information.
    

• Benefits clients by offering:
  
  • Services more appropriate to their needs;
    
  • Better customer service.
  
  
• Improves outreach, services and products by:
  
  • Segmenting the portfolio;
    
  • Verifying the results of programmatic changes.
  
  
• Enhances financial performance by:
  
  • Higher retention of clients;
    
  • Lower operational costs.

The paper concludes that MFIs can become more client-centered if they adopt this framework .

29 Oct 2010

Ehsanullah Baig Pakistan

01 Jun 2010

saidi mahdia enda inter arabe Tunisia

19 Mar 2009

United States

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Publisher(s):
Institute of Development Studies

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