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CRM overview_November 2022.pptx

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CRM overview_November 2022.pptx

  1. 1. Photo: Welthungerhilfe CRM OVERVIEW MEAL Update _December 2022 December 1,2022 Abraham Lebeza
  2. 2. 2 # Topic Timing POST DISTRIBUTION MONITORING-PDM 1. Complaint Response Mechanism(CRM) Objectives 2. Pillars of CRM 3. Establishing CRM/CRM process 4. Discussion on existing practices 5. CRM process 10
  3. 3. 3 Topic Slide # CRM OBJECTIVES CRMs enable our stakeholders to safely raise a concern or make a complaint in respect of our work and to be assured that appropriate action will be undertaken.
  4. 4. 4 Topic Slide # CRM PILLARS CRM is one accountability mechanism (Overarching framework) • Complaint & response mechanisms: Mechanisms for enabling stakeholders to address complaints against its decisions and actions. • Transparency: accessible and timely information to stakeholders
  5. 5. 5 Topic Slide # • Evaluation: monitoring of progress and results against goals and objectives; feedback to improve program design, and reporting of the results of this process. • Participation: enabling key stakeholders to play an active role in decision making processes and activities that affected them.
  6. 6. 6 Topic Slide # CRM Mechanisms and tools 1. Suggestion box 2. Taskforce/Committee 3. Community gatherings 4. Physically into project office 5. Hotline numbers 6. Through government officials
  7. 7. 7 Topic Slide # Complaints might be:- -Received informally -About a different program or a different organization -Inflated due to mis understanding and higher expectation -Complaints might be tainted by defamation agenda -Other reasons
  8. 8. 8 Topic Slide # Complaints/feedbacks are important  Our programme decisions such as targeting of the goods/service and beneficiary selection criteria;  Quality and quantity of the goods/services provided by our Partners;  Appropriateness of the goods/service received from our or Partners;
  9. 9. 9 Topic Slide #  Behaviour of our or Partner staff, or anyone associated with our programmes;  Misuse of project’s funds;  Adequacy/accuracy of information provided by the organisation
  10. 10. 10 Topic Slide # Establishing CRM/CRM PROCESS The 12 steps are: 1.Establishment of a CRM is supported by senior management and appropriate resources, including human resources 2.Beneficiaries, host communities and other stakeholders are consulted regarding appropriate ways to make complaints
  11. 11. 11 Topic Slide # CRM processes Contd… 3. The organisation finalises its complaints handling policy and procedures 4.Staff are trained in the processes and procedures 5. Beneficiaries, host communities and other stakeholders are informed as to howto go about making a complaint 6. Complaints are submitted 7. Complainants are acknowledged
  12. 12. 12 Topic Slide # CRM processes Contd… 8. Complaints are reviewed and investigated 9. Response is given 10. The complainant may appeal the decision 11. Information from complaints is continuously fed into project improvement 12. The CRM is evaluated and adjusted according to lessons learnt.
  13. 13. 13 Topic Slide # Discussion on existing practices Exercises/Group discussions What are the experiences in handling complaints on a project ? What are tools and/or mechanisms adopted ? What are the practicality of each mechanisms and tools? Pros and cons of tools
  14. 14. 14 Topic Slide # Accountability initiatives adopted to enhance responsiveness to national government and beneficiaries 1. Paris declaration on aid effectiveness 2. Humanitarian Accountability Principle 3. The humanitarian charter/Sphere standards 4. ICRC code of conduct
  15. 15. 15 Topic Slide # 5. The Good Enough Guide 6. Core humanitarian and quality standards And many more
  16. 16. 16 Topic Slide # 1. OWNERSHIP Developing countries set their own development strategies, improve their institutions and tackle corruption. 2. ALIGNMENT Donor countries and organisations bring their support in line with these strategies and use local systems. 3. HARMONISATION Donor countries and organisations co-ordinate their actions, simplify procedures and share information to avoid duplication. 4. MANAGING FOR RESULTS Developing countries and donors focus on producing – and measuring – results. 5. MUTUAL ACCOUNTABILITY Donors and developing countries are accountable for development results
  17. 17. 17 Topic Slide # __________________End_____________________
  18. 18. Photo: Haddad Toni / Welthungerhilfe Abraham Lebeza MEAL EXPERT , Country Office Abraham.Lebeza@welhungerhilfe.de +251910818934

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