Creating Value for the Poor with Lean IT by Dr. Khuloud Odeh


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At the Lean IT Summit 2013, Dr. Odeh shared the stories of her lean leadership coaching trip to Grameen field offices in Uganda with Steve Bell. She demonstrated what we can learn from technology advances in developing economies. Watch the video of her presentation here:
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Creating Value for the Poor with Lean IT by Dr. Khuloud Odeh

  1. 1. Copyright © Institut Lean France 2013 3 & 4 October, 2013 Paris, France European Lean IT Summit 2013 Reaching the “Last Mile” of Poverty: Creating Value for the Poor with Lean IT Dr. Khuloud Odeh – Grameen Foundation
  2. 2. Reaching the “Last Mile” of Poverty: Creating Value for the Poor with Lean IT Lean IT Summit Khuloud Odeh Steve Bell 3 &4 October, 2013 Paris, France
  3. 3. Global Poverty 7 Billion people, 27% live in absolute poverty, 1 billion live on less than $1.25 a day, and more than 3 billion live on less than 2.50 a day 22,000 children die each day due to poverty (UNICEF) 2.2 billion children in the world, 1 billion in poverty..every second child Rural areas account for 3 in every 4 people living on less than $1.0 a day The poorest children are most likely to be out of school (UN MDG 2013 Report)
  4. 4. PC Users: To change the photo in the background, SELECT DESIGN and then BACKGROUND or right click. Mac Users: To change the color of the background, go under the FORMAT menu and select SLIDE BACKGROUND. For light photos, you may need to adjust the gradient. Duplicate the CALL OUT OVER PHOTO Master Slide and adjust the transparency on the gradient graphic. Then apply the new master to your slide page.
  5. 5. Our Heritage Nobel Laureate Prof. Muhammad Yunus and Grameen Bank; launched Grameen Telecom in 1997 Began microfinance work in 1976 after beginning in agriculture; launched Grameen Bank in 1983 and other Grameen organizations over time Gave $6,000 grant to launch the Foundation in 1997 and served on board for 12 years Nobel Laureate Muhammad Yunus Today, we are a world-class team of professionals, partners and volunteers who are committed to freeing the world from abject poverty. 5
  6. 6. Grameen Foundation by the Numbers 9.4 Million of the world’s poor helped 22% increase in crop prices earned by by our MFI partners. farmers with access to a CKW. 1.2 Million new borrowers have received microloans via our Growth Guarantees program. 200,000 poor, rural farmers helped by over 1,100 CKWs in Uganda. $225 Million in local currency 43% of the farmers we can reach are leveraged through Growth Guarantees program to support microfinance in 13 countries. ‘very poor’, helped by 35% of our CKWs being women serving women 1.2 Million customers served by covered by the 200 institutions around the globe using the PPI. 12,000+ micro-entrepreneurs through Mobile Micro-franchising in Indonesia. 20,000 women enrolled in the MoTeCh maternal and infant health information service in Ghana 90% of people earning <$1.25/day are 100,000 hours contributed by more than 700 volunteers in 600 projects worldwide (worth $5.5 million) 6
  7. 7. Challenges Faced By The Poor Insufficient & inconsistent income Inability to tolerate shocks and manage risks Lack of essential and actionable information Needs are not understood & sub-par services are delivered Financial Services Provide appropriate, innovative products to manage household cash flows and risk Information Services Build two way flows of trusted, actionable information (esp. agriculture and health) Tools and Insights for Anti-poverty Orgs Mobile-based management and poverty measurement tools, skilled volunteers and human capital resources 7
  8. 8. Progress out of Poverty Index® (PPI®) A poverty measurement tool for organizations with a mission to serve the poor MEASURE Poverty Outreach TRACK Poverty Over Time ASSESS Social Performance 10 easy-to-answer questions and a scoring system Provides the likelihood that the survey respondent’s household is living below the poverty line Country-specific; there are PPIs for 46 countries
  9. 9. Opportunity with Mobile Technology 80% World’s population living within reach of mobile signal Rural poor have limited income opportunities and lack of access to quality healthcare and financial services Leader in IT and Mobile Development (ICT4D) serving the poor 9
  10. 10. Grameen Foundation Mobile Tech Efforts Uganda: mAg & Financial Services US Based Program and Support Staff Guatemala: mAg Colombia: mAg & Financial Services Philippines: Financial Services Cote d’Ivoire: mAg Ghana: mHealth India: mHealth & Financial Services Kenya: mAg & Financial Services Indonesia: Financial Services # Employees by Office 10
  11. 11. Connecting the World’s Poor..
  12. 12. The CIO Challenge @ GF To strategically “leverage IT” at GF to enable the poor, especially the poorest, to create a world without poverty How to transform IT to support a technology innovative, dynamic, missiondriven, global organization How to Support 200 plus staff across the globe with scarce resources available (2 IT team members and a small budget) To enable productivity, mobility and flexibility in challenging work environment in terms of connectivity and IT infrastructure HOW to: Connect .. Deliver.. Innovate
  13. 13. Four Levels of Leverage • IT Infrastructure • Keeping the lights on • User productivity Commodity/ Service Technology Added-value Technology • program management • Impact Assessment reporting GF Userfacing Donor/ External Userfacing Programs and Regionsfacing • Donor Management • fund raising • Business development Poorfacing • IT and mobile solutions development and Tools
  14. 14. Strategies for leveraging IT@GF Outsourced/ managed/ Cloud-based • Strategies: • outsource • Drive cost out GF Userfacing PPI, KM, M&E, PM • Strategies: • Connect • Deliver • Measure Donor/ External Userfacing Programs and Regionsfacing • Strategies: • Buy/ subscribe for service applications • cooperate / share solutions with other NGOs Salesforce CRM Poorfacing • Strategies: • Pilot • Build solutions • Improve and scale ICT4D
  15. 15. Strategy  Priority  Action Outsourced/ managed/ Cloud-based • Strategies: • outsource • Drive cost out Userfacing Actions: - Google Apps - Box - Managed Support - IT Services Stability - Connectivity - Telecommunication - Lean/Infrastructure-less - Go Local - Simplify and streamline processes (Automated and self-service) - Drop complex/under utilized systems - Move to service-based models (cloud) - Standardize (what matters) - User-centric - Mobility & productivity - Smart Asset Management
  16. 16. Strategy  Priority  Action Priorities -Single source of truth - Visibility and access to information on key donors and partners relationships - Transparency - Ability to tell our story - Sharing information and collaboration with partners Donor/ External Userfacing • Strategies: • Buy/ subscribe for service applications • cooperate / share solutions with other NGOs CRM Actions - CRM - AffinaQuest Fundraising Mgt - Volunteer Management System
  17. 17. Strategy  Priority  Action Actions: - Salesforce Phase II -Upgrade connectivity - standard cloud based PM tool - Training- Capacity Building - InterCall International plan PPI, KM, M&E, PM Programs • Strategies: • Connect: • Deliver • measure and Regionsfacing Priorities -Effective programs management (PM) - Global and Regional communication - Impact Monitoring and Evaluation (M&E) - Knowledge Management (Feedback loops and capturing lessons learned)
  18. 18. Strategy  Priority  Action Priorities - ICT4D Thought Leadership - Innovative use of Technology - Tech skills development -Collaboration among technology development Actions - NetHope membership - Field Force Innovation - technology collaboration group (Tech_Collab) Poorfacing • Strategies: • Pilot • Build solutions • Improve and scale ICT4D
  19. 19. Steve Bell In the midst of the IT Transformation I got introduced to… LEAN IT and the Lean4NGO community!!
  20. 20. The Value I saw in Lean IT  Integrate IT capabilities with business processes, products and services  Bring operational excellence to our innovative and agile approach in leveraging IT in the four levels  Help identify problems, guide improvement and increase value delivery of the cloud-based and outsourced IT systems and services
  21. 21. 2011: Demonstrating the Value of Lean IT  “Lean Leadership” workshop (pro-bono from Steve Bell) to introduce Lean to leaders of the support services groups: HR, IT, Operations, and Finance  New Hire On-Boarding Process was selected as the case study process for the workshop  Results • Significantly improved process (still running smoothly till today) • Training of support services leadership and an in-house resource to lead the improvement of other processes
  22. 22. In 2012: Slower Adoption Why - Organization Leadership Restructure - Revised organization strategy - Value of Lean IT in program delivery and solutions for the poor was not demonstrated - Technology Development work was program (budget)driven and not coordinated Impact on IT - Delayed strategic leverage of IT capability in the programsfacing and poor-facing levels
  23. 23. In 2013: new opportunity A challenge faced by the Community Knowledge Worker (CKW) technology program in Uganda presented a new opportunity for demonstrating the value of Lean IT in programs that create value directly for the Poor
  24. 24. What is the CKW Program ? Community Knowledge Worker (CKW) - Launched in Uganda in 2009 with support from Bill and Melinda Gates Foundation - Addresses the “Last Mile” challenge for Agriculture Extension Services by combining mobile technology and human networks - Help smallholder farmers get accurate, timely information to improve their farming and livelihoods. Ask Me About Farming !
  25. 25. Farmer management Survey management Poverty scorecard CKW + farmer groups Content Management System Bulk messaging CKW management Call center & case management Dashboards Handset + simcard control Performance tracking Reporting Custom applications Salesforce Production Local + MTN Test/Backup Servers (7) Production Cloud Server (1) Android Apps CKWs MTN Mobile Network SMS + USSD (178) Project Management Cloud Server (1) Call Center (178) Radio Farmers
  26. 26. Adoptable information & services  Expert, local databases  Progress out of Poverty Index® data collection embedded  Partnerships at all levels
  27. 27. CKW Program Impact ! 2009/10 2011/12 Change Best Practice Crop Spacing (No CKW) 28% 39% 11% Best Practice Crop Spacing (CKW) 41% 79% 38% Best Practice Fertilizer Use (No CKW) 32% 33% 1% Best Practice Fertilizer Use (CKW) 42% 73% 31% Price Received by Farmers for Maize (No CKW) 354 UGX/kg 495 UGX/kg 40% increase Price Received by Farmers for Maize (CKW) 354 UGX/kg 721 UGX/kg 103% increase
  28. 28. Lessons learned from CKW To create value for the poor Information alone is not enough Design for scale Behavior Change vs. Info Increase Build the Data business case Understand the customer can improve outcomes 29
  29. 29. The CKW Challenge - Scale and Replicate CKW (immediate need in Cote’d’Ivoire ) -Delivery of mobile financial services through the CKW channel - Attract and sustain funding Requires Document Standard Operating Procedures (SOP) Identify and Improve Key Processes Capture Best Practices
  30. 30. Demonstrating the Value of Lean IT in Programs  June 2013: “Lean Leadership” workshop (pro-bono from Steve and Karen Bell) to introduce Lean to CKW program leadership and teams • CKW program teams • Mobile Financial Services Product Design and Development Service Delivery Content Development and Analysis Customer Care
  31. 31. The Lean Journey with CKW Day1: Walking in the shoes of a CKW Day2: Introduction to Lean and visual management tools - Kanban Day3: Process Value Stream Mapping & Scrum Overview Day4: Priorities Day5: Action Plan & Celebration
  32. 32. Day 1: Walking in the shoes of a CKW Destination: Masindi District 200KM from Kampala Challenges - Connectivity - Phone Maintenance - Weather info - Content Update - Farmers expectations - Transportation and Distances - Financial Support - Culture - Value of info Trust .. Leadership.. Self Organization..
  33. 33. Day 2: Workshop Kick Off Why we are here: - Scale CKW - Improve CKW framework to deliver Mobile Financial Services ( and other future extension service) Obstacles as seen by the teams Long meetings, Communication, Change in way of thinking, Continuity of program, Resources, Training, budgets Visual Management Tools Kanbans
  34. 34. Day 3: Value Stream Mapping & Scrum The Chaos before improvement Process Mapping: Partner/District Startup Sustaining Operations Country/ Expert Startup Scrum Product design and development team (Android and Salesforce)
  35. 35. Day 4: Process Mapping and Priorities - New Country Startup Process (Preparing for CKW Cote’d’Ivoire) -Solutions Workshop Process - Procurement and Phone Maintenance Process
  36. 36. Day 5: Action Plan, Report Out, and Celebration - Solutions Workshop (partner/district startup) SOP - Daily Stand up Meetings - Lean Coach in Training: Charles Wanume - Scrum Master: Eric Kamara - Steve & Karen Bell continue to coach -Kanban: individuals and teams - Start utilizing A3 Problem solving - CKW Fellow: Lean/ Agile/ Scrum
  37. 37. Impact in 5 months “'We began our lean transformation 5 months ago. Since the implementation of Kanbans, scrums/agile, root cause problem solving and value stream mapping, I have seen the organization's walls coming down and the collective consciousness rising. We are starting to celebrate problem solving and we are proactively helping colleagues to unblock flow. But most importantly, we are experiencing a renewed focus on creating value for the world's poor.'“ Sean Krepp Country and CKW Program Director Grameen Foundation Uganda Value of Lean IT is recognized by Leadership now !
  38. 38. Lean@GF Community Socializing Lean through Salesforce chatter group community of practice
  39. 39. Next: Organization Lean Transformation - Roadmap for Leveraging IT capability in programs-facing and poor-facing is resumed: - IT will champion Lean Transformation Initiative through programs and organization at large - Applying Lean IT in data strategy, big data and business intelligence initiative 40
  40. 40. How You Can Engage? - Share with me your organization “Lean Transformation” experience - Join Grameen Foundation Skillanthropy Volunteers Community of over 5000 members at - Consider becoming the next “Lean Fellow” with one of our programs - Visit and join the LinkedIn group - Find an NGO where you can help – make them a pro bono member of your client portfolio - Talk to a Lean Enterprise about making Lean Coaching part of CSR efforts Become a Lean IT Community Knowledge Worker, and I will ask you about Lean!
  41. 41. THANK YOU
  42. 42. Copyright © Institut Lean France 2013 3 & 4 October, 2013 Paris, France More Lean IT videos and presentations on