BUSINESS SKILLS FOR FRANCHISEESMARIAH PRESTON SEPTEMBER 18, 2015

QI System Includes Focus on Standards Essential to "Quality of Care”

Technical Competence Client Safety Informed Choice Privacy, Confidentiality & Respectful Care Continuity of Care Documentation (Recording & Reporting)

Keeping Sara Healthy

6 key business competencies Manage finances (cash flow) Manage operations (facilities

management) Manage human resources (staffing and

hiring) Manage customer relations (customer

loyalty) Perform marketing activities (pricing

strategy) Manage data collection (record keeping)

Keeping Dr. Imrana Healthy

Partner with Banyan Global to develop a curriculum

Methodology – interviews with field franchise leaders and PSI’s Social Franchise Advisor

Developed one day overview to introduce basics

Created twenty mini-modules (1+ hour courses)

How?

Uganda field program (PACE) test business skills modules

Currently 25 PACE staff trained to lead sessions

To date 188 providers trained in overview and 4 priority modules

Modules translated into French

Rolled-out in Benin

Field Testing

Example: Providing Customer Service

•Apathy. Contrary to making the customer feel wanted, some staff leave customers feeling that they don't care about serving them.

Behavior that indicates apathy includes:

•Coldness. This includes hostility, unfriendliness, and thoughtlessness, or any other behavior that says to the customer, "Go away!"

Behavior that shows coldness includes:

•Condescension. Staff patronize customers, leaving them feeling that they’re not intelligent enough to understand.

Behavior that reflects condescension includes:

Behaviors that Frustrate Customers

Instructions: Review the following list of behaviors that frustrate customers. Provide examples of how you or your staff may have demonstrated each of them with your clients in the past.

PACE staff found modules easy to teach Modules well received by clinic owners

and administrators (engaged) Biggest success in Uganda to date is

use of client card that includes last 4 visits

Modules work well for small groups Needed simplified SWOT and Action

Plan in overview and modules

Findings/Lessons Learned

Uganda partnering with Private Sector Foundation to conduct base-line and end line surveys to measure effect of business trainings

Establish link to financial sustainability Apply lessons throughout entire

franchise network

Next Steps

Reaching More Saras

Thank you.