Social performance management (SPM) is the process of managing an organization to achieve a social mission. It is a management style that puts customers at the center of all strategic and operational decisions. SPM begins with a clear social strategy, which is then carried out by the board, management, and employees.
Providers with strong SPM design products that help clients cope with emergencies, invest in economic opportunities, build assets, and manage their daily and life cycle financial needs. Such FSPs also treat employees responsibly and carefully balance the institution’s financial and social goals.
There is no single formula for successful SPM. However, the industry has recognized a set of core management practices that constitute “strong” SPM. These practices form the Social Performance Task Force Universal Standards for Social Performance Management. The SPTF Universal Standards Implementation Guide describes these standards, as well as practical guidance for how to achieve them.