curriculum verification learning prog resourcing feb03

8/8/2019 Curriculum Verification Learning Prog Resourcing Feb03

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BANKSETA MICRO-FINANCE

SKILLS PROJECT

BS/T/LPRD 40-48/QT/CON006Learning Programme

Resourcing and Development

(micro-lenders)

BANKSETA: MFSP: Presentation Final Version:17 December 2002: BS/T/LPRD 40-48/QT/CON006:

Orolatele International Consulting (Pty) Ltd


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Introduction

Verified Curriculum

Learning Pathways

Existing Programmes Sourced Existing Learning Interventions

Analysed

Gap Identified

Quality Assurance Criteria

Business Case

Recommendations

Contents


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Project Process

The learning programme resourcing and development project focuses on the

verification of the curriculum, development of learning pathways, sourcing and

analysing existing learning interventions to establish gaps and then develop a

business case

Introduction

Target Market

This project development phase is aimed at

Short Term Lenders Delivery Phase 1

where 200 micro lenders and their Staff will participate


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Verified Curriculum

(40)

Annex A, B & D

verify curriculum framework from designphase with identified stakeholders

Designed a survey questionnaire

91 institutions contacted via email, fax, telephone,

face to face interviews

44 responded and from these responses the top six

priorities were verif ied and also identified future needs

Learning Pathways

(41)

Annex C

develop learning pathways for MFI staff

matrix of skills against job types, manager,

front office and back office

developed learning pathway from foundation level to

management level focusing on the to six priorities

identified NQF levels

identified learning modules and flow of each priority

for job types of manager, front office and back office

Source Existing

Programmes

(42)

Annex D

source existing programmes in consultation

with stakeholders

82 service providers were approached for available

programmes for the top six priorities

designed document with quality assurance criteria for

service providers to complete

Analysed Existing Learning

Interventions (43)

Annex G

analyse existing learning interventions and

resources, as per training provider profiles,

offerings and capacity

service providers completed document with QA details

existing programmes received from some service

providers most reluctant to give learning material

above information used to analyse interventions

Identify Gaps (44)

Annex G

determine gaps in skills identified for top six

priority areas of curriculum for Micro-lenders

analysed information received from service providers and

it seems as though there are no gaps

QA Criteria (45)

Annex G

establish quality assurance criteria for existing

learning programmes

developed quality assurance criteria

verified with PSC

Business Case (48)

Annex H

Collate business case (including Incentives) for

MFI curriculum

various recommendations for a business case developed

business impact questionnaire to evaluate success of

project

Introduction (cont)


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Introduction

Verified Curriculum

Learning Pathways


Analysed

Gap Identified


Business Case

Recommendations

Contents


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Curriculum Verification1. Client Service

2. Risk Management this sub activity requires identification

3. Loan Book Management of the top five priorities but we

4. Marketing recommend, it is imperative to include

5. Cash Management Staff Management therefore6. Staff Management top six priorities

Communication

Personal Development

Finance

Client Administration

Business Strategy

Management Development

SMME

Leadership Development

Legal & Regulatory Compliance Supported by report annexure A & B

Comment

MLA registered MLBs felt they

needed less Staff Management Skills

Non MLA registered MLBs feltthey needed Staff Management SkillsSee Comments Annexure D


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Recommendations

Staff management was identified as priority 6

We believe that staff management skills arerequired to ensure the success of the

implementation of this

Micro-Finance Skills project

(this was confirmed at the Consultative

Forum and by Glen Baker of Miloc)


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Introduction

Verified Curriculum

Learning Pathways


Analysed

Gap Identified


Business Case

Recommendations

Contents


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Learning pathways / development ladder

The learning pathway outlines the skills required at various levels within Micro finance

businesses. An employee should have the foundation skills level at time of employment or

alternatively if they are school leavers they will start at this level. Employees should

complete modules related to Back and Front office before they advance to the

Management level.

Foundation Skills or entry level skills are the basic skills required to perform the job Back and Front Office these are skills required to perform competently within

the Micro finance office to service clients effectively and meet all the necessary legal

requirements of the industry

Management these skills are required to manage a Micro finance office

It is important to note that if a specific office may not require certain skills because of the

nature of their operation (e.g. no cash in office only electronic transfers), then the specificmodule will not apply.

Slides 8 to 19 highlight the flow of the modules which should be included in the

development material. This is important when PriorLearning is to be evaluated.

It will also assist with the identification of learning interventions from service providers

related to Project 009.


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Learning Pathways / DevelopmentLadderSupported by Annexure C

Basic

communication

Basic

Product

Knowledge

Basic Client

Service

Skills

Knowledge

Risk/Fraud

policy &

procedure

Apply policies

& procedures

to

application

Understand

client needs

(Marketing)

Capture

Data

Check

application for

Compliance &

Accuracy

Serve

Internal

Clients

Apply

Product

Knowledge

Handle

Conflict

Identify

needs &

Provide

solutions

Balance

Cash

Manage

Cash

Manage

Client

Service

Set & Adhere

to Policies

Procedures

Market

Products &

New

Business

Manage

Cash

Manage

Loan

Book

Manage

Risk &

Fraud

Management

Front Office

Back Office

Foundation

Skills

Entry level must

complete before able

to move to next level

NQF level 2 3

This level can be done by

by both Front office and

Back office as these tasks

can be done by one personNQF Level 3 4

This level can be done by

by both Front office and

Back office as these tasks

can be done by one person

NQF Level 4

Managers are required to

complete courses below or

have prior learning in the area

before completing learning path

at this level

NQF Level 5

Data Capture

& Repayments

For Loan Book

Basic

Marketing /

Selling Skills


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Client Service - Management

Pre-requisite Front & Back Office Skills

Supporting teammembers to ensure

client excellence

Managing / handlingdifficult clients /

conflict

Mentoring / coachingstaff to handle client

requests

Setting clientservice standards

with your team

Develop / setting servicelevel agreements with

internal serviceproviders team

Understanding variousroles within service

delivery chain

Set theservice cycle

Create an environmentfor continuous

improvement withinclient service area

Makingdecisions

Working as ateam

Buildingrelationships

Negotiatingwith clients

Introduce newproducts to

clients

Understanding Usury Act / MRFC rules and guidelines


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Client Service - Front & Back Office

(This can be one role)

Product knowledgeloan information

rescheduling of loansUnderstanding Usury

Act and MFRC rulesand guidelines

How to linkbusiness principlesto customer service

(profit)Client service

standards

Understand clientrequirements and link

product to satisfy

client need

Understand my rolein the servicedelivery chain

Basiccommunicationinterpersonal

skills

Basicanalysing skills

Basic problemsolving skills

Understand my rolefor service to an

internal customer

How to referangry / difficult

customers

Educatingyour client

Telephoneetiquette


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Risk Management - Managers

Develop / set/implement fraud

managementpolicies &

procedures in linewith MFRC

Identify businessrisks

Interest impactRisk clientsBad debts

Set creditlimit

standards

Coach staff inpolicies / procedures

for fraud / riskmanagement

Do risk analysis on clientbase to determine

possible risk areasRisk analysis

Problem

Situation analysis

Implement fraud /risk management

policies &procedures

Make final decisionof clients credit

worthiness

Understand andimplementsecurity risk

Understand andimplement

business risk

Understand Macro andMicroeconomic risk


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Risk Management - Front & Back Office

Knowledge offraud & risk

management


Apply policies &procedures

to application

Understandimplications of interest

rate change & beable to explainto customer

Apply policy &standards ofcredit limits

for client

Implement fraud /risk management


Makerecommendation

to manager

Completeapplication

fully toeliminate

risk areas


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Loan Book Management - Managers

Managing loan book,tracking arrears and

analysing various riskaspects (e.g. risk ofnon-recovery by age,

willing or unablenon-payers etc)

Bad DebtRecoveryProcess

InterestCalculation

Debt CollectorAppointment and

Management

Loan Book Strategy andManagement linked to

Risk Managementand Cash Flows

Loan BookReconciliation


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Loan book Management

Front & Back Office / Debt Collectors

Loan Book

Data RecordingCollection of installments

Issuing of receipts


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Marketing Skills Management

CompetitorAnalysis

Development ofMarketing Plan

Development ofNew Products /

Services

Development ofMarketing MaterialsNew Product / Service

Needs Identification

ShapeSelling for Success


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Marketing Front Office

Basic Marketing /

Selling skills


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Cash Management - Manager

Set policies &procedures for

daily management

of cash

Control / verifycashing up /balancing of

front office staff

Set policies &procedures for cash

amounts on premises

- securing premises

Coach / mentorcashiers on recording

of transactions

(issuing of receipts)

Assist front officestaff (cashiers) when

they are out ofbalance

Control cashfloats onpremises


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Cash Management - Front & Back Office

Knowledge &skills of

handling cash

(deposit &withdrawals)

Apply the policies& procedures to

manage

cash floats

Advise managementof excess cashon premises

Balancing / cashingup of cash

Daily(Teller Workshop)


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Staff Management - Managers

Develop a recruitment& selection policy

Develop a PerformanceManagement process

Manage the performance

of staff

Identify training /development needs

of staff

Train staffSource training

service providers

Establish disciplinary /

grievance proceduresImplement policy /

procedure as per LRA

Develop / implementreward / recognition

for employees

Coach/mentor/counseling

staff to ensure max

performance is reached& individuals potential

is reached

Managing changeprocess

Identify change

elements

Working as ateam

Manage disciplinaryprocess hearings,

dismissals and CCMA


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Staff Management - Front & Back Office Staff

Understanddisciplinary & grievance

procedures

Understand PerformanceManagement process -

Manage own performance

Understand impact

of change

Understanding trainingNeeds and Requirements

Being a teamplayer / member


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Introduction Verified Curriculum

Learning Pathways


Analysed

Gap Identified


Business Case

Recommendations

Contents


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Existing Programmes SourcedAnnexures E & F

Process followed to identify existing programmes:

Service providers were requested to forward relevant programmes / interventions forthe six top priorities as per the verified curriculum

A further document was designed and forwarded to service providers to assess how

quality assurance criteria was met

82 service providers were contacted via email, fax or face to face, referAnnexure E

There are programmes for all six top priorities as per the curriculum form various

service providers

Some service providers were eager to forward all their details and training materialsothers were reluctant.

All available learning interventions with service providers are listed in Annexure F

All documentation handed over to Kagiso


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Learning Pathways


Analysed

Gap Identified


Business Case

Recommendations

Contents


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Existing Learning InterventionsAnalysed

Process followed to analyse existing learning interventions:

All information received from service providers was analysed

Evaluated programme material received

Analysed Quality Assurance Criteria documentation

Annexure F & G


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Learning Pathways


Analysed

Gap Identified


Business Case

Recommendations

Contents


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Gaps Identified

Process followed to identify the gaps in programmes:

83 service providers were requested to send information about all the available

programmes for all the competencies on the curriculum

Some service providers forwarded their training material to be evaluated

others opted not to do so, which made the identification of gaps difficult

A second set of information was requested from service providers

to identify which programmes met the quality assurance criteria for the

top six priorities

Using the available training materials and the QA Analysis document thegaps were identified, refer to Annexure F

Slides 29 34 is a summary of the information found in Annexure G,

QA documentation is available for perusal


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Gaps Identified

Curriculum Modules Service Providers ProgrammesEvaluated/ QA Only/ Programme Outline

Gaps and comments /recommendations

Client Request Resolution

Product and Service

Knowledge

Client Acquisition and

Retention Strategies

Client Education and

Coaching

Client Service Improvement

Strategem Training Services

Matsimela & Associates

Mastermind Alliance (designed for MFI)

Huthwaite Africa (developed for JD Group)

Miloc Holdings (designed for MFI)

Kagiso

Pula Madibogo

Pure Consulting

Progressive Concepts

Mahayi HRD Services

Orolatele International Consulting

Thipe Mdakane & Ass

International Institute for Business Training

Upendo

Unlimited people

Cornerstone Solutions

College for Competence 2000

Training Chain

Kevin Midgley

Sydney Thipe

U Can

Karura

Brain

Kenya School of Monetary Studies

Microsave Africa (Internet)

AFCAP / CCAP (Internet)

Programmes evaluated

both within the Micro finance

industry and generic skills

indicate that all aspects of

client service are covered

between these consultants. Should a consultant be

identified with a generic

programme, customisation

for the Micro finance industry

could be done.

No visible Gaps in this

area

Client Service

Delivery Channels Theory self study guides

Face to face modular sessions Workshops in classroom Managers trained as trainers Managers train modular sessions Managers coach on the job Computer based training / distance


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Gaps Identified


Gaps and comments /

recommendations

Fraud Management

Risk Management

Risk and Return Analysis

Client Credit Limits

Watchurst & Associates


Miloc Holdings(designed for MFI)


Upendo



Kevin Midgley


Karura


AFCAP/CCAP (internet)


have specifically been

designed for the Micro

finance industry


area

Risk Management

Delivery Channels

Theory self study guides Face to face modular sessions

Workshops in classroom Seminars via Associations (MFRC) Managers trained as trainers Managers train modular sessions Managers coach on the job Mentoring Computer based Training / distance


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Gaps Identified

Curriculum Modules Service Providers ProgrammesEvaluated/ QA Only/ Programme Outlines

Gaps and comments /

recommendations

Loan repayments

Loan book Reconciliation

Bad Debt Recovery Process

Interest Calculation Debt Collectors Appointment

and Management




Upendo


Stanley & associates AETA / E degree


U Can

Kevin Midgley

Karura


AFCAP


CCAP (Internet)



designed for the Micro

finance industry


area

Loan Book Management

Delivery Channels


Workshops in classroom Seminars via Associations (MFRC) Managers trained as trainers Managers train modular sessions Managers coach on the job Mentoring Computer based Training / distance


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Gaps Identified


Gaps and comments /

recommendations

Competitor Analysis

Marketing Plan Development

New Products / Service

Development Marketing Materials

Development

New Product / Services

Needs Identification



Thipe Mdakane & Associates


Mahayi HRD Services


Colela International Consulting

Sydney Thipe

U Can

Training Chain





client service are coveredbetween these consultants.

Should a consultant be




could be done.


area

Marketing

Delivery Channels

Theory self study guides Face to face modular sessions Workshops in classroom Seminars via Associations (MFRC) Managers trained as trainers Managers train modular sessions Managers coach on the job Mentoring


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GapsIdentified

Curriculum Modules Service Providers ProgrammesEvaluated/ QA Only/ Programme Outlines

Gaps and comments /

recommendations

Cash Management

Procedures

Security Policies and

Procedures




MGC

College for Competence 2000 (designed for MFI)

Kevin Midgley

First National Bank

Karura




designed for the Microfinance industry

First National Bank have

made their programme

available, needs

customisation for the Micro

finance industry.

No Gaps in this area

possible customisation

Cash Management

Delivery Channels


Workshops in classroom Managers trained as trainers Managers train modular sessions Managers coach on the job Distance


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Gaps Identified


Gaps and comments /

recommendations

Performance Management

Reward and Recognition

Management

Business Process and

Systems Improvement

Recruitment & selection

Training Needs Analysis

Grievance & Disciplinary

Policies and Procedures


Huthwaite Africa


Unlimited People


International Institute for Business TrainingL R Consulting

Mahayi HRD Services

Informage

Training Chain

Intellectual Resources

Upendo

Strategem

Pure Consulting

Thipe Mdakane & AssociatesSydney Thipe

Colela International Consulting


Karura






client service are coveredbetween these consultants.

Should a consultant be




could be done.


area

Staff Management

Delivery Channels

Theory self study guides Face to face modular sessions 2 day workshops in classroom Managers trained as trainers Managers train modular sessions Managers coach on the job Distance


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Learning Pathways


Analysed

Gap Identified


Business Case

Recommendations

Contents


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Material written to meet NQF standards or at least outcomes based

NQF level

Modular format

Learner guide

Facilitator guide

Train the trainer/ Manager

Able to train managers so they can train staff - on-the-job or 2-3 hoursworkshops

Delivery mechanisms

e.g. videos, self study guides, face to face training, electronic manuals,

news letters via MFRC & MLA.

Combination of learning channels or multiple delivery channels.

Flexible and experiential

Management support e.g.Coach / Mentor

Costs of workshop


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Learning Pathways


Analysed

Gap Identified


Business Case

Recommendations

Contents


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Business Case

Definition of the Business Case : Provides support for any business decisions,analyses individual business situations and outlines

options / recommendations

Purpose of the Business Case : Identify key business drivers and success factors

Justification for a business decision, which can be

easily communicated

Establish a method for measuring success

Critical Success Factors : Determine need for project amongst Micro Lenders

Communicate purpose, process and benefits

Owners need to buy in to project

Owners / Mangers attend briefing session to be

equipped to assist, coach and mentor delegates

Staff Management competencies to be trained firstManagers to participate in intervention first

Linking of learning outcomes to the Performance

Management system

Project supported by Associations


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Business Case (1)

Business Case Benefits / Selling PointsRecommendations only

Owners / Managers Front / Back office staff

Increased skills of self and staff

Improved customer relations

Growth of business through new customers

Competent staff

Multi-skilled staff

Cost effective training

Improved cost effectiveness in business

reduced turnaround times

productive staff

increased customer base

cross selling

repeat good business

Better educated clients

Credits towards a Formal Qualification

Personal development

Recognition of prior learning for individuals

Increased skills

Multi-skilled

Increased product knowledge

Increased confidence

Better client service

Cross selling opportunities

Educating of clients

Assessment and certification

Credits towards a Formal Qualification

Incentives for Owners / Managers

Micro financier of the Month / Year

Cost effective training

Reward Financial, Voucher, Night away

Incentives for Staff

Badge when assessed and certified as competent

licensed to assist you

Employee of the Month / Year

Reward Financial, Voucher, Day off


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Business Case (2)Business Case Flow ChartRecommendation Only

Business Owners invited toCommunication session to

Introduce process

Workshop for Owners /Managers on PMP and

Needs identificationConsider RPL of individuals

Select learners

Schedule learners for

Interventions

Owners / Managers

attend briefing sessionper Intervention

Learners to

Attend/ complete Intervention

Feedback givenduring intervention andOn-the-job by Manager

Evaluation andgiving of Incentives

Coaching for furtherdevelopment in the

Workplace

Feedback via PerformanceManagement Process

both informal and formal

Certificate of CompetenceAwarding of Credits

Assessment

Business Impact Questionnaireto evaluate impact of

Intervention (see annexure H)

Evaluation of impactquestionnaire and report

formulated

Feedback to PSCand stakeholders


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Business Case (3)

Return on Investment

(benefits)

What will be doneInvestment estimated

Time of Owner/manager to attendbriefing sessions and staff

participating in learningintervention

Effort planning, scheduling andorganising for participation inlearning interventions

Buy-in by Business Owners andvisible support given to the project

Communication initial andongoing

Token fee for learningintervention (between R100 andR50 per learner per day)

Learning environment set-up(e.g. Technology, support,mentors, assessment)

Assessors

Recognition of prior

learning / competence

Identification of training

needs and designing

individual development

plans

Training and Development

scheduled

Learning

Assessment

Coaching / Mentoring

Moderation

Accreditation

Certification

Business Impact

Questionnaire

Business Benefits

Competent staff

Certified staff

Assessment results

Performance Management

process implemented

Improved profits

Improved client service

Better advice given to clients

therefore improved lending

opportunities

Individual Benefits

Prior learning recognised and

credits awarded

Formal qualification or credits

towards a formal qualification


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See annexure H, which needs to be customised

Business Impact Questionnaire

The questionnaire will:

Enable team to evaluate the impact of the Micro Finance Skills Project

The degree of success in achieving objectives

Level of transference of skills acquired on the job

Indicate the level of improvement during the last few months

How the Micro Lending Business have benefited from participating in the project

Reflect on specific business accomplishments

Determine return on investment


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Learning Pathways


Analysed

Gap Identified


Business Case

Recommendations

Contents


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Future Needs (relating to training)

Business StrategiesBusiness Strategy Development

Industry Analysis

LeadershipCover areas of general leadership skills, change management as

well as leadership development for non-managers

Personal DevelopmentTime management, problem-solving and decision making

creativity and innovation, emotional intelligence,stress management and career management

Refer to comments Annexure D


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OrolateleInternational Consulting (Pty) LtdReg. No. 99 06938/07

Tel: + 27(0)12 6538310Fax: +27(0)12 653 8310

PO Box 56045Wierda Park

0149

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