Embedding Social Performance Management in Financial Service Delivery

Embedding Social Performance Management in Financial Service Delivery

After decades of growth and experimentation, financial service providers (FSPs) have learned that to achieve financial inclusion and generate benefits for lower-income clients, one must be customer-centric. The products should be designed to help...

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Bibliographic Details
Main Authors:	Koning, Antonique, Wardle, Leah
Format:	Brief
Language:	English en_US
Published:	World Bank, Washington, DC 2014
Subjects:	ACTION PLAN BORROWER BUSINESS CASE BUSINESSES CERTIFICATION STANDARDS COLLATERAL COMPANY CUSTOMER BASE CUSTOMER SEGMENTS CUSTOMER SERVICE DEEDS DEFAULT RATE DEPOSIT DEPOSIT-TAKING INSTITUTIONS ECONOMIC OPPORTUNITIES EMPLOYEE ENTRY POINTS EXPANSION FEMALE CLIENTS FINANCIAL NEEDS FINANCIAL PERFORMANCE FINANCIAL RETURNS FINANCIAL SERVICE FINANCIAL SERVICE PROVIDERS FINANCIAL SERVICES FINANCIAL SUSTAINABILITY FORMS OF COLLATERAL GROUP LOANS GROWTH RATE HUMAN RESOURCE INCOME INDUSTRY STANDARDS INSTITUTION INTEREST RATES INTERNAL AUDIT INVESTING LAND TITLE LAND TITLES LOAN LOAN APPLICATIONS MARKET DEVELOPMENT MARKET RESEARCH MARKET SEGMENTATION MARKET SHARE MFI MFIS MICRO FINANCE MICROBANKING MICROFINANCE MICROFINANCE INDUSTRY MICROFINANCE INSTITUTIONS MICROLOAN NETWORKS NEW BUSINESS NEW PRODUCT NEW PRODUCTS OUTREACH PDF PERFORMANCE DATA PERFORMANCE INDICATORS PHOTOS PORTFOLIO PORTFOLIO QUALITY PRIVACY PRODUCT INFORMATION PRODUCTIVITY PROFITABILITY PROTOCOLS REGULATOR REGULATORS REPAYMENT REPUTATION RESPONSIBLE BANKING RESULT RESULTS RETENTION RETURN RISK MANAGEMENT SERVICE PROVIDERS SOCIAL INVESTORS SOCIAL MISSION SOCIAL PERFORMANCE TARGETS TECHNICAL ASSISTANCE TRANSPARENCY TURNOVER TURNOVER RATE USES WEB WEB SITE WORKING HOURS
Online Access:	http://documents.worldbank.org/curated/en/2014/05/20234771/embedding-social-performance-management-financial-service-delivery http://hdl.handle.net/10986/20261

Internet

http://documents.worldbank.org/curated/en/2014/05/20234771/embedding-social-performance-management-financial-service-delivery
http://hdl.handle.net/10986/20261

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