Quality Audit Tool for Managing Social Performance.

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  • Quality Audit Toolfor Managing Social Performance

  • The purpose of Quality Audit ToolDiagnosis of SPM qualityHow effective are the internal processes in reaching social objectives?status: what processes are (not) in place?effectiveness (do they serve their purpose?)What are the necessary actions to improve social performance?identifying necessary actionsprioritizing activities

  • MFC Quality Audit Tool*QAT Uses for MFI ManagerAre you on track?SPM system strengthsSPM system weaknessPrioritized improvement, SPM institutionalization step by stepStaff buy-in and understanding of SPMProgress monitoringPreparation for social rating

    MFC Quality Audit Tool

  • QAT Benefits for Various StakeholdersMFI Managers:Clear current picture of SPM systems qualityGood basis for effective improvingAllows improving before future social ratingMFI staffBetter understanding of how their tasks fit into social goals and strategy

  • SP dimensions assessed by QATIntent and designSocial Performance information systemManagement systemMFC Quality Audit Tool*

    MFC Quality Audit Tool

  • SP dimensions assessed by QATIntent and designMission translationSocial goals and objectives (outreach, service, change)SR to clients, staff, communities, environment& gender aware policiesSystems for developing coherent strategySocial Performance information systemManagement systemMFC Quality Audit Tool*

    MFC Quality Audit Tool

  • SP dimensions assessed by QATIntent and designSocial Performance information systemManagement systemMFC Quality Audit Tool*

    MFC Quality Audit Tool

  • SP dimensions assessed by QATIntent and designSocial Performance information systemOperations and marketing: mechanism for collecting clients feedbackMarketing, HR, Research, MIS, internal audit: data reliabilityMarketing, operations: data analysis and reportingManagement systemMFC Quality Audit Tool*

    MFC Quality Audit Tool

  • SP dimensions assessed by QATIntent and designSocial Performance information systemManagement systemMFC Quality Audit Tool*

    MFC Quality Audit Tool

  • SP dimensions assessed by QATIntent and designSocial Performance information systemManagement systemManagement practice: data use, performance monitoringDecision making at strategic and operational levelGovernance, leadershipInternal communicationHR: Staff Incentive System; recruitment and trainingChange management capabilities

    MFC Quality Audit Tool*

    MFC Quality Audit Tool

  • SP dimensions assessed by QATMFC Quality Audit Tool*Mission translationSMART objectivesSocial ResponsabilityStrategyCollecting clients feedbackIS appropriateness & reliabilityInfo analysis and reportingManagement practice: data use, performance monitoringstrategic & operational decision makingGovernance, leadershipInternal communicationHR: Staff Incentive System; recruitment and trainingChange management capabilities

    MFC Quality Audit Tool

  • MFC Quality Audit Tool*SP Dimensions Assessed by QATManagement systemsSP information systemIntent and design

    DimSub-dimensionContent1.1. Setting SP objectives Mission translation Social goals and objectives (outreach, service, change) SR to clients, staff, communities, environment gender aware policies1.2. Strategy for achieving SP objectives Systems for developing coherent strategy2.1. Systems for monitoring and understanding performance Operations and marketing: mechanism for collecting clients feedback2.2. Information system quality and appropriateness Marketing, HR, Research, MIS, internal audit: data reliability2.3. Information analysis and communication Marketing, operations: data analysis and reporting3.1. Information use Management practice: data use, performance monitoring3.2. Decision making Decision making at strategic and operational level3.3. Organizational culture Governance, leadership Internal communication3.4. Alignment of organizational systems HR: Staff Incentive System; recruitment and training Change management capabilities

    MFC Quality Audit Tool

  • MFC Quality Audit Tool*4 Steps in QAT ED Senior management (Finance, Operations, HR, Marketing, ) Board Senior management Internal auditor MIS staff Research staff Regional level Branch level LO Clients All0,5 day2 - 3 days1-2 days0,5 day1 dayPreparationGap analysis Follow upinterviews Audit panelFinal report Analysis& draft report1 dayStaff participatingTotal time: from 6 up to 8 days

    MFC Quality Audit Tool

  • MFIs Implementing QAT WorldwideECA regionAgroInvest and MDF, SerbiaAregak, ArmeniaFinDev, AzerCredit and Viator, AzerbaijanHorizonti and Moznosti, MacedoniaPartner and Zene za Zene, Bosnia and HerzegovinaEthiopiaBuusaa Gonofaa

    The PhilippinesASHI, CARD, People's Bank of CaragaMENA RegionTamweelcom and DEF, JordanARDI and AMOS, MoroccoAdan, YemenAmeen & Al Majmoua, LebanonABA & FMF, EgyptMFC Quality Audit Tool*

    MFC Quality Audit Tool

    *The full name of the tool is Quality Audit Tool FOR MANAGING social performance. This is to underline that the tools supports managing your social performance. It is not really to audit, but to diagnose what is the status of your SPM system.*The MF sector recognizes that MFIs performance should be managed on both financial and social side. In other words, both financial achievements and fulfillment of its social goals.

    QAT is a tool that diagnoses the management processes. It helps to answer the questions:How effective you are in reaching social objectives?How you can improve to be more effective?

    The QAT focuses on:Process managementReview of internal processesAssessing the status and effectiveness of systems for managing SPIdentifying necessary actions to improve performance*To check if an MFI is at right track towards their mission achievement To identify strengths supporting their SPMTo identify weakness: gaps and areas for improving their SPMTo use prioritized initiatives for developing action plan for improvement, allowing step by step SPM institutionalizationTo buy in staff at all levels; to build understanding SPM is overarching theme rather than project or toolTo monitor progress in SPM institutionalization (in case of repeated audit)To prepare for social rating*Intent and designAre there social goals and objectives in place? How clear are they?Is there a strategy supporting realization of social goals and objectives in place? How consistent is it?Information systemsDoes IS support achieving social objectives? How effectively?Is SP information in available? How reliable & relevant is it?Management systemsDo all levels of MFI make decisions using SP information? How effective is decision-making for improving SP?Are there internal systems supporting setting and achieving social objectives in place? How effective are they?

    *****TRZEBA NAPISAC W JAKIEJ WERSJI

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