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2.1 MFI Performance Management Process Part1

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Kiva Fellows Program Coordinator
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Branch Management Training for MFIs: Developing Staff Management Skills Training Module 2.1 Staff Performance Management Process
Staff Performance Management ,[object Object],[object Object]
Staff Performance Management ,[object Object],[object Object]
Purpose and Goal of Staff Performance Management System ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Well-Designed Performance Management Process ,[object Object],[object Object],[object Object],[object Object],[object Object]
Performance Management Process Develop/Review overall organizational annual objectives Develop/Review overall departmental annual objectives Develop individual performance objectives Implementation and regular supervision/ monitoring Annual performance appraisal Follow through
Performance Management Cycle An organization can only reach its maximum potential if each employee develops and achieves goals that support personal and organizational success. Year end appraisal Set individual performance objectives at the beginning of the year Ongoing coaching and feedback throughout the year, including interim reviews 1 2 3
[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Employee Responsibilities
Manager Responsibilities ,[object Object],[object Object],[object Object],[object Object]
HR Dept. Responsibilities ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
MI-BOSPO: Continuous Improvement MI-BOSPO in Bosnia implemented a Performance Management Process that included quarterly work plans for teams and each team member. However quarterly work plans seemed like extra work rather than good planning. After one year we decided to adjust the process to require a six-month work plan (instead of quarterly) along with ongoing monitoring and annual performance appraisals. This adjustment was responsive to staff feedback and the process is now widely accepted within the institution. - Alma Bijedic, Human Resource Manager
Setting Performance Objectives
Step 1: Setting Performance Objectives ,[object Object],[object Object],[object Object],[object Object]
Linking Performance Objectives to MFI Goals Overall Organizational Objectives Regional and/or Divisional Objectives Branch, Departmental or Team Objectives Individual Objectives
Revenue Target Within a MFI Overall Annual Institutional Objective: Disburse $3 million in loans. Regional Annual Objective: Disburse $1,750,000 in loans . Branch Annual Objective: Disburse $750,000 in loans. Individual/Credit Officer Annual Objective: Disburse $150,000 in loans.
Customer Service Target Within a MFI Overall Annual Institutional Objective: Excellent client service as defined by 95% rate of retention for clients. Branch Annual Objective: Excellent client service as defined by 95% retention rate of clients. Individual/Credit Officer Annual Objective: Excellent client service as defined by processing of application forms within 2 days and 95% retention rate of clients. Receptionist Annual Objective: Clients are treated professionally as defined by answering the telephone in a prescribed manner within 3 rings.
Performance Objectives Help Managers ,[object Object],[object Object],[object Object],[object Object],[object Object]
Performance Objectives Help Staff ,[object Object],[object Object],[object Object],[object Object]
Setting Individual Performance Objectives ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Setting Individual Performance Objectives
Measuring Individual Performance ,[object Object],[object Object],[object Object],[object Object]
Summary of Individual Performance Objectives ,[object Object],[object Object],[object Object],[object Object]
All managers’ PMP Objectives must include…. ,[object Object],[object Object],[object Object],[object Object],[object Object]
General Standards of Performance
General Standards of Performance ,[object Object],[object Object],[object Object],[object Object]
General Standards of Performance ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]

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2.1 MFI Performance Management Process Part1

  • 1. Branch Management Training for MFIs: Developing Staff Management Skills Training Module 2.1 Staff Performance Management Process
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  • 6. Performance Management Process Develop/Review overall organizational annual objectives Develop/Review overall departmental annual objectives Develop individual performance objectives Implementation and regular supervision/ monitoring Annual performance appraisal Follow through
  • 7. Performance Management Cycle An organization can only reach its maximum potential if each employee develops and achieves goals that support personal and organizational success. Year end appraisal Set individual performance objectives at the beginning of the year Ongoing coaching and feedback throughout the year, including interim reviews 1 2 3
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  • 11. MI-BOSPO: Continuous Improvement MI-BOSPO in Bosnia implemented a Performance Management Process that included quarterly work plans for teams and each team member. However quarterly work plans seemed like extra work rather than good planning. After one year we decided to adjust the process to require a six-month work plan (instead of quarterly) along with ongoing monitoring and annual performance appraisals. This adjustment was responsive to staff feedback and the process is now widely accepted within the institution. - Alma Bijedic, Human Resource Manager
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  • 14. Linking Performance Objectives to MFI Goals Overall Organizational Objectives Regional and/or Divisional Objectives Branch, Departmental or Team Objectives Individual Objectives
  • 15. Revenue Target Within a MFI Overall Annual Institutional Objective: Disburse $3 million in loans. Regional Annual Objective: Disburse $1,750,000 in loans . Branch Annual Objective: Disburse $750,000 in loans. Individual/Credit Officer Annual Objective: Disburse $150,000 in loans.
  • 16. Customer Service Target Within a MFI Overall Annual Institutional Objective: Excellent client service as defined by 95% rate of retention for clients. Branch Annual Objective: Excellent client service as defined by 95% retention rate of clients. Individual/Credit Officer Annual Objective: Excellent client service as defined by processing of application forms within 2 days and 95% retention rate of clients. Receptionist Annual Objective: Clients are treated professionally as defined by answering the telephone in a prescribed manner within 3 rings.
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  • 24. General Standards of Performance
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