Lets learn service recovery from Jet Blue Airline when they faced a problem in a nightmare Valetine"s day. Then, we try to help Lion Air which also has many problems within this company. Hopefully Lion can learn and improve their service recovery in order to leverage their quality as in revenue.
Employee Differentiation In Successful Rewards Management - ABF Compensation ...Kenny Ong
*How to differentiate employees’ using compensation and benefits
*Performance-based “Rewards and Recognition”
programme
*Living your values and keeping employees’ motivation levels high
Lets learn service recovery from Jet Blue Airline when they faced a problem in a nightmare Valetine"s day. Then, we try to help Lion Air which also has many problems within this company. Hopefully Lion can learn and improve their service recovery in order to leverage their quality as in revenue.
Employee Differentiation In Successful Rewards Management - ABF Compensation ...Kenny Ong
*How to differentiate employees’ using compensation and benefits
*Performance-based “Rewards and Recognition”
programme
*Living your values and keeping employees’ motivation levels high
Communicating Loan Process To Customers Powerpoint Presentation SlidesSlideTeam
Loan Process Product Description This deck covers the loan approval process to understand how the credit score facilitates the loan application process. The objective of this deck is to provide the details to the customers about the loan offerings, communicate the lending process to the clients, and evaluate the borrowers ability and willingness to repay the loan. We have focused on the banks overview wherein we have covered about the bank, mission, vision, and values, milestones, team members, products and services offered, why choose our bank and client testimonials. The need for business loans in the organization, types of business loans offered, features, and benefits of the loan and competitive landscape of business loans are shared in this template. All the steps required in the loan process are shared in this deck covering pre qualification, mortgage programs, and rates, the application, processing, required documents, credit report, appraisal basics, underwriting, and closing. We have also shared the checklist required for a business financing application. Borrower s ability and willingness to repay the loan are focused on this deck which covers basic factors of credit risk assessment, five Cs of credit, credit evaluation process, and credit approval process. This PowerPoint presentation can be used by various banks, and its agents to give an elaborative description to the customers about the loans offered by them. https://bit.ly/3a34Yaj
Communicating Loan Process To Customers Powerpoint Presentation SlidesSlideTeam
Loan Process Product Description This deck covers the loan approval process to understand how the credit score facilitates the loan application process. The objective of this deck is to provide the details to the customers about the loan offerings, communicate the lending process to the clients, and evaluate the borrowers ability and willingness to repay the loan. We have focused on the banks overview wherein we have covered about the bank, mission, vision, and values, milestones, team members, products and services offered, why choose our bank and client testimonials. The need for business loans in the organization, types of business loans offered, features, and benefits of the loan and competitive landscape of business loans are shared in this template. All the steps required in the loan process are shared in this deck covering pre qualification, mortgage programs, and rates, the application, processing, required documents, credit report, appraisal basics, underwriting, and closing. We have also shared the checklist required for a business financing application. Borrower s ability and willingness to repay the loan are focused on this deck which covers basic factors of credit risk assessment, five Cs of credit, credit evaluation process, and credit approval process. This PowerPoint presentation can be used by various banks, and its agents to give an elaborative description to the customers about the loans offered by them. https://bit.ly/3a34Yaj
Managing Director Zaldy W. Pacificar of Katipunan Bank shares the bank experience on providing microinsurance products and services to their clients during the 2012 RBAP-MABS National Roundtable Conference on June 8.
This course will inform, engage, and prepare participants who are considering the feasibility and benefits of adding health to microfinance. The training will provide experience-based examples, lessons learned, cost information, and discussion about addressing the link between poverty and ill health without taking MFIs off-track or incurring undue expenses.
This PPT: how Equitas does integrated health and microfinance
This course will inform, engage, and prepare participants who are considering the feasibility and benefits of adding health to microfinance. The training will provide experience-based examples, lessons learned, cost information, and discussion about addressing the link between poverty and ill health without taking MFIs off-track or incurring undue expenses.
This PPT: action planning
This course will inform, engage, and prepare participants who are considering the feasibility and benefits of adding health to microfinance. The training will provide experience-based examples, lessons learned, cost information, and discussion about addressing the link between poverty and ill health without taking MFIs off-track or incurring undue expenses.
This PPT: client testimonies
This course will inform, engage, and prepare participants who are considering the feasibility and benefits of adding health to microfinance. The training will provide experience-based examples, lessons learned, cost information, and discussion about addressing the link between poverty and ill health without taking MFIs off-track or incurring undue expenses.
This PPT: Bandhan's market research
This course will inform, engage, and prepare participants who are considering the feasibility and benefits of adding health to microfinance. The training will provide experience-based examples, lessons learned, cost information, and discussion about addressing the link between poverty and ill health without taking MFIs off-track or incurring undue expenses.
This course will inform, engage, and prepare participants who are considering the feasibility and benefits of adding health to microfinance. The training will provide experience-based examples, lessons learned, cost information, and discussion about addressing the link between poverty and ill health without taking MFIs off-track or incurring undue expenses.
This PPT: intro, objectives, and the agenda
This course will inform, engage, and prepare participants who are considering the feasibility and benefits of adding health to microfinance. The training will provide experience-based examples, lessons learned, cost information, and discussion about addressing the link between poverty and ill health without taking MFIs off-track or incurring undue expenses.
This PPT: intro to integrated health and microfinance
This course will inform, engage, and prepare participants who are considering the feasibility and benefits of adding health to microfinance. The training will provide experience-based examples, lessons learned, cost information, and discussion about addressing the link between poverty and ill health without taking MFIs off-track or incurring undue expenses.
This PPT: how and why to do market research
This one-day workshop will introduce the pathway that financial service providers can take to enhance their social performance management (SPM) practices, using the Universal Standards for Social Performance Management (“Universal Standards”) as a framework for improving practice. Case studies and activities will make the day as interactive as possible. The target audience for this workshop is associations and direct service providers.
The day will start by quickly defining SPM and exploring its importance to an institution’s clients and business. Participants will take a deeper look at the Universal Standards and learn how to use the SPI4 Audit Tool to assess their current level of implementation of the Universal Standards. We will also discuss key resources available to help financial service providers institute changes after they assess themselves.
This course will prepare microfinance practitioners to understand and provide financial and non-financial services to rural and urban youth. The course will introduce participants to best practices for serving youth, help them to understand the differences between rural and urban youth financial service provision, and detail specific products and service delivery models. To ground the information in concrete examples, the training will also involve a live case study component, where participants will be able to engage with representatives of financial institutions in the MENA region that are currently offering financial services to youth.
You have helped your clients see themselves and their families in a new light as economic actors. You can do the same for their lives as civic actors. The nations of the world have agreed to the Sustainable Development Goals, goals such as eradicating extreme poverty, eliminating preventable child deaths, and ensuring all children complete secondary school all by 2030. In this training you will learn how to empower your clients to use their voices as citizens on issues that matter in their lives, the lives of community members, and across their nation. By helping clients influence village leaders and members of Parliament through advocacy, we will make the SDGs real.
G.R. Chintala, NABARD, Bangladesh, Partnerships that Build Bridges to New Fro...
Samit Ghosh, Why Invest in People? How to Develop Skilled and Committed MFI Staff
1. Weathering the Storm : Ujjivan HR Best Practices
Micro Finance Summit : Human Capital Panel
Valladoid, Spain
November 14, 2011
1
2. Industry Crisis & Our approach
Uninterrupted growth - first half & ability to raise funds in second
maintain portfolio book size
Collateral damage in credit portfolio and pro-active credit management
Prudent Strategies that helped us emerge from the crisis unscathed:
Exclusion of AP & other vulnerable areas
Effective Business & HR practices helped during & after Crisis
Impressive financial & business performance in 2010-11
Key Metrics 2009-10 2010-11 CAGR
Loan O/S (Rs. Crores) 370.1 625.1 69%
Customers 620,624 991,584 60%
Branches 230 351 53%
States 13 20 54%
PBT (Rs. Crores) 11.9 17.7 49%
PAT (Rs.Crores) 9.6 11.4 19%
3. Industry Crisis : Gaps in People Management
Poor Staff & Customer Connect
Nil or Poor communication in a by a hostile media reports on crisis, led to high
degree insecurity among staff & customers
MFI had lost customer connect. Seen as a ‘low cost money lender’. Led to
customers not standing by the MFIs in face political & administrative onslaught.
Job Insecurity
Loan disbursements and recovery ground to a halt : paralysis of basic business
Delayed salary payment & stopped incentive : led to frauds
Rumors
Mismanaged staff & competition spread rumors of closure non home stated
based MFIs, death of promoters & led to customer default
No communication on assessment of crisis & direction from own company led
staff to believe rumors building a vicious cycle.
4. Ujjivan’s response during crisis
• Salaries: On time • Communication at
• Benefits : Staff Loans all levels : staff
& Advances as usual meetings
• Performance Bonus Salaries & Higher • FAQ for Employees &
Payments Customers
Benefits – Employee
as usual Connect
Other Mission
• ESOP at all levels Initiatives intact • Loan Disbursements to
based on existing customers
performance • Social Development
• Awards for Service Program
Quality Champions • Prudent Cash
Management
5. Post Crisis Analysis: The Need for Change
Aggressive & uncontrolled growth brought crisis – “Prince to Frog”.
Overextension of credit led to coercive collection - the key factors of crisis
Ill-conceived Andhra Ordinance brought entire MFI sector to door of collapse
Drying up of bank funding
Post the crisis and dramatically changed regulatory & business environment.
Led to need to make fundamental changes in business operations remaining
true to our mission of providing financial services to the poor.
This & next financial year we will undertake number of major changes in the
way conduct business.
The leadership teams both regional & national have the important tasks of
leading the changes. It will be a important challenge & experience for each of
us to develop as change leaders.
6. Guidelines for Change Leaders
Meticulous planning & execution taking the feedback from all parties involved:
staff & customers.
Establishing a team with clearly defined responsibilities with time lines. Team
work under a leader has to work like a well oiled machine.
Buy-in and involvement of key players - staff & customers. Communication &
interaction clearly discussing why we are undertaking the project, what is the
benefit to the customer, Ujjivan & staff are extremely important.
Selecting the timing of executing the change is very important this includes
being completely ready: right staffing, training, infra-structure and the need to
execute the project as a part of the overall strategy/plan of Ujjivan.
Those executing the project must have clear understanding of the constraints &
regulations within which we operate.
7. Ujjivan Ranking
Year All
MFI
Ujjivan as a Great Place To Work Industry
Category
Category
2009 50th 1st
2010 100th 2nd
2011 14th 1st
8. Testimony : Employee Comments in the Survey Report
“We had done Christmas celebration in our office. We have decorated our branch and
also called the customer and their children for the celebration. Children and customer
were very happy for the feeling like they are our family. We had also celebrated the
utrayan and we had decorated office with the kites. We treat our branch as our second
home. We also get the happiness like home and for our work.”
“All people are treated same over here. They are not only given work but they are also
encouraged to progress. The organization also gives good salary and good support. The
organization also tries to help for the progress of family.”
“Our company work for a common man. My income improved after joining this company.
I can do something to a common person in the society. I am also getting blessings of the
customer in addition to my salary.”
9. Lessons
Do not be complacent look at both direct & collateral damage
Honest Communication: evaluation of problem, how it impacts us & plan
of action
Be pro-active and pre-empt any damage
Honest evaluation of all that went wrong and corrective action to be
taken.
Buy in of all employees & customers of changes being made key to
successful execution
Keep the faith : do not dilute the original mission.